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We usually give an ETA of drive time plus ten minutes. Most of our calls are stand-alone jobs, not combined with other jobs. I try to give a generous ETA so that we will not lose points on our score card for being late. I tell the dispatcher that my official ETA is XXX, but my driver should be able to make it sooner depending on traffic and conditions. I also make sure that the dispatcher understands that my driver is leaving immediately and though my ETA is long, it is drive time and no one can get there in less than one hour more. If they say that someone else might get them a shorter ETA, I explain that it is not possible and anyone telling them otherwise is not honest.
I give the dispatcher our 800 number and ask them to give it to the customer. Then I always get a call-back number and try to call the customer myself. I tell the customer the actual ETA, the distance from our shop to them, and that my driver is on the way and will travel as fast as possible, and said that if they have any questions while they are waiting to call me and I will call the driver. I also verify information especially the location. I get the motor club out of the communication loop as soon as possible.
Once the customer knows the distance we have to drive to get to them, most of them are understanding. If they are at a point of safety, I tell them to sit down, have a cup of coffee, relax, and call me if they want a status report. If it is 100 miles to scene, the customer needs to be prepared to wait and if I establish a rapport with them, it goes smoother. It also avoids GOAs for service calls because if they are not willing to wait 1-2 hours for someone to change their tire or give them a jump start, I know it early or I get a call as soon as things change. (Remember that I can devote more phone time to each job because we rarely have more than six calls in a day, but each job can take one to eight hours.)
Rarely, usually with someone from an urban area, they do not understand why there is no one closer. They do not understand that even though our service area is 150 miles long, there are less than 3000 people living here and not enough work to have tow trucks available throughout the area. (Sometimes they cancel the call and then call a different motor club who then calls us for the same job, so they have to wait longer.) (Heck, in our service area, there are only four State Troopers and no police or sheriff.)
Oh, for the local secure military base, I give an ETA to the gate, but I do not guarantee how long it will take to get through security.
I give the dispatcher our 800 number and ask them to give it to the customer. Then I always get a call-back number and try to call the customer myself. I tell the customer the actual ETA, the distance from our shop to them, and that my driver is on the way and will travel as fast as possible, and said that if they have any questions while they are waiting to call me and I will call the driver. I also verify information especially the location. I get the motor club out of the communication loop as soon as possible.
Once the customer knows the distance we have to drive to get to them, most of them are understanding. If they are at a point of safety, I tell them to sit down, have a cup of coffee, relax, and call me if they want a status report. If it is 100 miles to scene, the customer needs to be prepared to wait and if I establish a rapport with them, it goes smoother. It also avoids GOAs for service calls because if they are not willing to wait 1-2 hours for someone to change their tire or give them a jump start, I know it early or I get a call as soon as things change. (Remember that I can devote more phone time to each job because we rarely have more than six calls in a day, but each job can take one to eight hours.)
Rarely, usually with someone from an urban area, they do not understand why there is no one closer. They do not understand that even though our service area is 150 miles long, there are less than 3000 people living here and not enough work to have tow trucks available throughout the area. (Sometimes they cancel the call and then call a different motor club who then calls us for the same job, so they have to wait longer.) (Heck, in our service area, there are only four State Troopers and no police or sheriff.)
Oh, for the local secure military base, I give an ETA to the gate, but I do not guarantee how long it will take to get through security.
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Keeping Hand Sanitizer Readily Available!
in Insurance, Safety & Training
Posted
In response to a FB Topic "Who else keeps hand sanitizer in the truck?" I wrote:
I have kept Hand Sanitizer in the truck for years. Only now there is a spray hand sanitizer in each door along with surgical gloves. A glove is worn when entering numbers at fuel pumps more these days then in the past. I am not a germophobe though I am aware of where germs live.
After pumping the fuel at the station leave the glove on to open the door into the store. But don't stop be sure to have a paper towel or such to open the restroom door when you leave. Back to the truck hand sanitizer again prior to touching anything inside the truck, wipe the out side of the bottle down before returning it to the door panel.
I sound like a nut, but I have done this for years and especially this time of year. It's Flu Season... Did you think the Flu would not come around because of the Chinese Virus.
I surely miss not attending the various Tow Shows which take place this time of year. I fist bumped long before these Viruses, those that thought I was either weird or crazy what do think now!