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Jan 17th, 2014 | By | Category: Jack Schrock's Blog

Jack Schrock PhotoIt’s challenging to compete with somebody who’s in the process of going broke and doesn’t even know it. Unfortunately, far too many towers are caught in that process since up to a quarter of their competitors can come and go annually. So just how can you be successful in that environment?

The first step is to ignore the guys who are going broke because they are obviously doing it all wrong. Focusing on “doing it right” should include:

Customer Communication – every 15 minutes have your dispatcher call the customer to update your ETA with reasons.

Customer Relations – after every tow, non consent or otherwise, hand the customer your card and thank them for their business.

Cleanliness – dress yourself in a clean uniform daily – shave your face (unless you’re growing a groomed beard) and keep your equipment clean and orderly (the age of you and your equipment is immaterial.)

Courtesy – your customer is not a disabled or wrecked vehicle, your customer is a person who deserves to be treated with respect.

Call – when business is slow, pick up the phone and follow up on previous calls with a short “satisfaction survey.” Keeping in touch is a powerful way to ensure future business and/or referrals.

Pay – your drivers a bonu$ for repeat calls.

If everyone would take charge of their own destiny and spend less time worrying about the tower across town, both would be better off.