What characteristics make a Towing Professional stand out?

[Tow411]

Topic Originally Created on Tow411 by Larry Styba in January of 2013 for a TowCanada Article:

 

What makes the towing professional professional? What makes you one step ahead of the pack?

 

 

In Memory of Scooby aka Howard Eagan who said:

appearance. I'm a firm believer in looking good. In fact, you should have a little bag in your truck full of grooming accessories to keep yourself primped. I'm not lying about this, or making it a joke. anyone who sat in on my seminar in Baltimore this year, I showed the entire audience the little bag I carry. Carry a toothbrush perhaps, have clean smelling breath. have a air freshener in your cab so it doesn't smell like a Chicago cab

don't look like a slob, have some self-respect/dignity

always be nice... no matter what, always be nice

keep your truck grease free. Not everyone has big glamorous rides. but take a minute to wipe the grease prints of your cabinet doors before you pull away. Especially in a customers lot, if your customer sees you taking the time to keep your ride in good order, he knows you are doing the same for his vehicle.

take your crappy gloves off before climbing in a customers truck to prep for towing. wipe your grimy prints off the front bumper or side fairings when you placed your grimy paws there to help get out from underneath said unit.

don't be ignorant and drag your air lines and light cords over the trucks hood and body. I don't care if its a lease/rental/company unit. Treat your customers rides with respect.

Use a light cord and safety chains and so on.

Follow those guidelines, and the rest will take care of itself.... image is everything.. perhaps the best of things

 

unknown member said:

Totally agree appearance is everything to a customer. I knew a guy that started out last spring and he and his buddy would show up on calls with no shirts on and smelling like b. o needless to say he didn't last 6 months, professionalism goes a long way and reflects your business.

 

Ronin said:

Scooby nailed it.

The only thing I'll add is watch your mouth - some of us can curse like drunken sailors, and that's ok when you're killing time after hours at the shop with the boys, but off-color remarks and curse words don't belong arounf women and children, AND many people don't even stop to think if a lady or a guy is religious, or just likes clean language.

How you talk is as important as how you look and work.

The other side of that is WHAT you say - if you're bad-mouthing your company, your boss, another driver, another company, or especially a shop, people talk, and it'll get back to whomever. Ugly scenario when you're running your mouth and a few days later you have to see the boss because you talked trash about someone in the office, and your customer happens to work with their husband/cousin/girlfriend/whatever.

You can look the part, smell good, drive a nice truck, etc, but if you open your mouth and stupid, ugly stuff comes out, you might as well have set fire to your business.

I guess to sum it up - look at the loser with the trashed truck, foul mouth, stinky body, and bad attitude, and do everything in the opposite.

 

Larry Styba replied:

I agree with what is said here. Would you rather have your mother in her Sunday best sit in a clean truck or dirty truck?

My pet peeve is over the top facial hair as well as Dayton boots and a Mack jacket!

I think training should be included in this piece too!

 

In Memory of Scooby aka Howard Eagan who said:

you can direct quote me on everything I said Larry. I'll challenge anyone to prove me wrong.

I got one other qualification.. but from a legal standpoint, I can't post it here... LOL

 

Surrytower said:

Scooby and ronin have said it all.

I would add that foul language does not help anyones professional image.

John

 

New Zealand Towing said:

everything everyone else has said but watch the little things.
get cheap disposable razors and foam for depo - when the staff forget to shave.
chuck spray deodrant in trucks as back up for them.
no baseball caps or beenies unless they got company logo on them.
NO SMOKING IN FRONT OF CUSTOMER
No to biker/repo look sunglasses - get tinted safety glasses (I went for Blue frame and Blue tint to match uniform and logo)
keep bucket of soapywater and broom at depo - so when trucks in at yard spend 1-3 minutes spot washing it including tires while the driver dropping off or reloading.
fully wash truck least every 2 days.
quick way to check with driver that everything is ok or any faults with truck (and staff like the boss coming out saying hi hows it going and cleaning a bit of dirt off the truck).
Eye to detail - 3 clean trucks and clean identical looking drivers at a multi vehicle accident site - Police/ customer and the rubber necking public all get impressed phone ring more.
chuck company logo and phone number on back of hi viz vests - iron on transfer cheap but does the job - and replace dirty looking vests - if soaking for 2 days then washing and they still look like you rolled in grease time for new hi vis vest - i replace mine every 3 months.
put your company logo on everything.
if your doing tow away signs or use company branding / logo. I have 500+ towaway signs around city all with our company logo (FREE ADVERTS each one).
use back of your company business card for customer to note other parties contact and insurance details.
there is a lot you can do.
but looking like something the cat dragged in swearing your head looking like a cast member of sons of anarchy quickest way to loss everything your working for.
but thats just me.

 

Ronin said:

Smoking is a big negative for me - being a throat cancer survivor, but having never smoked - my parents smoked 3-4 packs a day - I REALLY dislike smoking. As a customer, I don't want to climb into a tow truck that smells like an ashtray, or especially have someone with a cigarette sticking out of their mouth all the time, when loading, while standing around with customer or cops, or while driving with the customer.

Your habit isn't so danged strong that you have to smoke every single minute of the day, so give non-smokers a break.

Smoking all the time is also part of that "bubba" stereotype in our industry, along with the dirty truck, dirty body, and foul mouth.

 

New Zealand Towing said:

I all most forgot chewing gum.
My first boss when i got my first full time job after leaving school would not answer your question if you were masticating he would just look at you and reply MOO.
and that always stuck with me.
that and he said never get a tatoo you cant hide with a long shirt and trousers or a piercing in you face other than ears - he was x navy covered in tatoos etc.
25 years later and all my tatoos are covered at work and only my ear is full of earings - when a customer looks at my ear funny i tell them straight up 1 for of my 4 children and 4 grandchildren so far

Good on ya Ronin wish i had never started but i dont smoke in house, car or truck walk outside every time (even if raining) my wife dont smoke so i dont do it around her or grandkids and down from 2 packs a day to 1 pack every 2-3 days so getting there.

 

Koenigs said:

I have a scruffy beard, jacked up grill and could stand to lose 30 lbs....I work for a living and find it Impossible to keep my uniforms clean.

Confidence... Control the scene, make the customer feel safe, make them confident that you know what your doing, have a plan and let'em know they don't have to worry... Your going to not only get their car to a safe location, your going to make sure they are safe also. I go the extra mile, I will call a hotel, drop them off there after verifying they have a room avail.

Just because a driver looks like a Duck Dynasty dude with a bad hair day does Not mean they can't earn respect Quickly from a customer.

Another point to make, I generally try to make contact with the customer before leaving the shop in case there are special needs. If it's a Woman by herself and is obviously freaked out, I will have the wife ride with to put them at ease (She looks WAY better than I do)

I have been screwed over by more well dressed and clean shaven people than by ones that are ruff around the edges but work hard for a living. Both methods can get the job done.... If you take the time to make the customer feel Safe and Confident that it will be OK.

 

Ronin said:

Having a beard doesn't make someone less professional - having hair that smells does. Many a friend and coworker of mine have facial hair - it all matters as to whether it's touched water in the last few days.

 

Larry Styba said:

Koenigs I feel the operator must have clean uniform at start of day and understandably it may get dirty as the day progresses but I have a extra shirt or coverall to change into. Facial hair that covers the whole mouth so a lip reader has a problem understanding the driver is over the top and I am not talking about neat well kept beards which are all good. Great ideas guys. schoolboy. Email me your legal issue at towinstructorlarry@hotmail.com please.

 

In Memory of NationalAutow who said:

So the original question what what makes a pro stand out?

Consider the competition.

If you even think about doing half the things written above BUT your competition looks like some pics posted, then you are the pro and you do standout.

I like all of the ideas and we practice a lot of them if not the majority. I am convinced that few, if any of our competitors will ever see this post.

 

In Memory of Scooby aka Howard Eagan who said:

carry clean uniform/spare in truck. lets face it, ya we do at times get real crapped up. I don't want that crap in my truck... I'll change before I get back in.

...... and lets be honest, thats a extra bonus seeing me stripped down for both the ladies and the men..... LOL

 

Kenny Miracle said:

I know appearance is important,But if you show up to a call all cleaned up,clean shaved and your an hour past your ETA Your still going to look unprofessional! There's not one single thing that makes a professional "professional" it's a multitude of things Arriving within your ETA,being trained , qualified and confident enough to safely accomplish the task asked,having  well equipped and maintained equipment, appearance of yourself and your equipment,being polite,Having compassion(things we deal with each day some may only deal with once in a life time) having courtesy (open the door for them etc)

On regular tows,I start by arriving on time and  greeting them with my business card, I make it a point to escort them back to the wrecker, help em get situated,properly loading and transporting their car while putting their mind at ease..
On accident tows, Basically the same if they are uninjured,If they are injured, I always contact them or family(hospital) to check their condition and let them know their property is safe and secure and will be waiting on them when they're able and if I can assist in any way feel free to call..

As far as setting us a part from the rest,I don't think anything does we have a good group of towers locally that love what they do and are good at it....

 

Larry Styba said:

Mr. Miracle........ You are hired. Thank you for your comments

 

Mama Null:

The attitude you take to the job determines the level of professionalism that comes across to the customer. All of the things mentioned are important and play into the attitude that comes across to the people you come in contact with.

 

rotator60 said:

Appearance..obviously..the old adage of only having 1 chance to make a good impression applies here...Confidence..show it..talk the talk and walk the walk..but do so without arrogance...Equipment..clean..in good working order..Does not have to be brand new..just take care of it...Once the customer is in your tow truck and you are off to their destination refrain from complaining about the low pay or the long hours that you work..Try to speak professionally about the line of work you are in..Show your pride in everything you do by doing it right the first time...Remember..You Are The Professional..

 

Eddiestowing82 said:

All of the above comments are very true. Grooming and proper uniform mean a lot attitude is very important. Clean neat and organized equipment . Take pride in what u do. Respect for fellow workers on scene, law enforcement,fire official or customer. But at the end of the day your there to do a job. This is where being trained to accomplish the task professionally comes into play. You can look good smell good and have the cleanest truck but you still need the skills to get it done. If you have taken the time to be properly trained and are certified proudly display that on your uniform and truck. Customers, law enforcement and fire officials ask all the time. I always have the time to explain to them about the training

Scott Eger
Eddies 24 Hr Towing
WM#071741  

 

Larry Styba said:

Thank you all for the info.
Cheers!

 

glnstowing said:

I'll give you the same answer I told the BBB man when he asked what set my company apart from everyone else. ME!

 

towcats said:

I think that all the previous information should be a given. I tell my staff one thing, and one thing only. It's how I deal with everything.

"Everything you say and do while at work, you should be trying to make or keep a customer".

It's that simple. All your actions should fall into place, if you live this mantra.

Works for me!!

 

littletow said:

KNOWLEDGE!!! Everything everyone says is right. However, an intelligent conversation goes a long way with someone who does not know our industry. Part of our problem as an industry, is we don't take time to tell people about US! How many times do you tell people what you do and their response is - " I was repoed once" or 'You Repo?? " Knowledge to know that there are different kinds of towing, and all states are different goes a long way to professionalism. Confidence, training, good personal hygeine come from knowledge!! WE have all been taught - we gained knowledge.

I think good personal hygiene should not even have to be discussed we learn this when we get out of diapers if not before. That is just laziness and someone who hires people like that, should be responsible for that.! Clean trucks and equipment, again if we allow our staff to get away with it we (as owners) are responsible. I paid a lot of money for my trucks and Ill be damned if they were doing to look like a pig pen. It is your image! WE have to be accountable for that.

 

JTFormula said:

I think another point is answering the phone properly. "Thank you for calling JT's Towing, this is JT speaking, how may I help you". Sounds a lot better than " Yeah, towing" when you pick up a call. Instantly the customer has a more confident image you are professional.

I also agree with what everyone says about appearance. I bought my first wrecker in 1997 to do side work, it was a 1978 C30 Chevy with a WreckMaster sling body. No wheel lift. I kept that truck clean like it was a show car and I mostly did junk cars at the time until I mounted a wheel lift a year later. The junk guys used to comment how my rig always looked perfect. I would also make sure the interior was clean with no coffee cups, fast food bags etc laying around and always made sure my tools and chains were stored properly. I also got a full weeks worth of dickies work clothes so I wasn't just in crappy jeans and an old t shirt. I was only 26 years old at the time but I wanted to make a good name for myself. Because of the way I projected myself, I always had job offers from other companies.

I started getting some small accounts by being persistent but not trying to under cut my competition or steal their accounts. I would tell them "I know you use so and so towing but if for whatever reason they are backed up, I would be able to take care of it quickly for you". I never said anything bad about the other companies just give me a shot if they can't do it. That went a long way and I was able to turn a couple guys from being the back up wrecker to the first guy they called.

The most important thing to looking professional? Make sure you know what you are doing. Learn the correct ways to hook up everything you haul. Get the proper apps for your phone. If you don't know where the attachment points are, look in the owners manual. The customer will appreciate you taking the extra two minutes to look it up and they will know you are going to do it properly. Show them what you are doing to properly secure the vehicle if they are watching. Respect goes long way.

 

certifiedautomallnj said:

For me image is everything.... from the start as soon as the truck pulls up the customer needs to see a clean truck not some ratty dirty truck!you should also turn the radio down and heat or AC up depending on the time of year. When the driver steps out they must be in a uniform. Now my guys are permitted to wear T-shirts and sweatshirts that are company issued and the company name is well displayed. The customer must be greeted nicely, informed of the drivers name and asked what the problem is then inform them how you will be loading the car. Then walk them to the truck and inform them that they may feel the truck moving but that's normal. Load the vehicle properly and secure it right. Never having your gloves on in the customers car. re enter your truck and proceed to your drop off and do everything in reverse. my biggest issue is guys that show up get out of a truck and load the car all while smoking a cigarette!!! That is one of the worst images there can be! No one is permitted to smoke in my trucks and my drivers are not permitted to smoke in front of a customer or while loading! I see guys coming to my shop every day that if they showed up to tow my family member they would be turned away because they look like felons are ungroomed and smell like ass! I tell my guys to treat any customer the way you want your grandmother treated!

 

DragNTow said:

All the above are good but I would have to add COMPASSION.  Have compassion for the person who is requesting your services. More than likely he/she is having a bad day or else they would not be calling you. Show that you are concerned about their problem and are there to help them resolve it. Sometimes a little humor helps break the ice with a distraught customer. Like...........hey man it could always be worse..........you could be married to one of my ex-wives!
Happy Haulin...................DragNTow

 

Danielswt said:

What characteristics make a towing professional stand out ? Honesty

 

Joe Shoreline said:

Courteous, polite, and professional demeanor will go a long way. I think that competent operation of the recovery vehicle is also paramount. Cleanliness is also good, but you can be as clean and polished as you want, but if you are not a skilled operator what good is it?

Because of the multiple jobs we all perform it is difficult to always stay clean. One hour you towing a garbage truck and an hour later it's a ferrari. That is just the nature of this business.

I think that customers feel the most comfortable with polite, intelligent ,capable operators that understand their situation and try to put them at ease that it will be handled properly and at a fair price.

Psychology 101 .A major part of my job is calming people down and making them feel comfortable. That is the first step to success and a professional way to approach the situation.

People will remember how they were treated long after the towing situation has been forgotten.

We have had repeat customers call us years later and say" I've used your company in the past and you guys were really nice". That type of compliment is almost better than money.

_______________________________________________________________________________________________

 

The Image which was added to this original topic was from a story which appeared in Sept. 2022

 

Tow truck driver who risked his own safety receives award from Willows CHP

 

https://www.actionnewsnow.com/news/local/tow-truck-driver-who-risked-his-own-safety-receives-award-from-willows-chp/article_3b6c902c-3545-11ed-99b6-b76324cbcdf0.html