Audio Article: ED’s Auto Service & Towing-Game Plan For Growth

Ed’s Auto Service & Towing: Game Plan For Growth

from the August 2022 Issue of Tow Times Magazine

The best businesses are always looking for ways to improve and grow. But continuing to grow your business is not easy, and it doesn’t happen overnight. To take your business to the next level, it can be helpful to look at businesses like your own that have been through growing pains and are willing to share suggestions and experiences. Ed Cardiello, Sr., is one of those helpful business owners. He has consistently grown Ed’s Auto Service & Towing in Mount Pocono, Penn., for 25 years. The following is Cardiello’s story.

My wife, Yvonne, and I, started our business as a repair shop in Mount Pocono with nothing more than a toolbox, a wealth of mechanical  knowledge and a landlord willing to float the first month’s rent. When we decided we should get into towing, we bought a heavy-duty wrecker and carrier. We operated out of a couple of rented buildings and, even then, our motto was, “Do the job right the first time.” Your best advertising comes from happy customers. While we would still be classified as a small business, the business has certainly grown since those first seeds were planted. Now we have a fleet of 10 trucks, mostly Jerr-Dan equipment, as well as auxiliary and complementary equipment like skid steers, a mini excavator, and support and service vehicles.

We provide light- and heavy-vehicle repair and bodywork as well as towing services in a complex of four buildings. Our 10 employees are well-trained and care about customer satisfaction, and our tow operators are certified and ready to roll 24/7. At an annual industry convention in Baltimore surrounded by colleagues, other professionals and amazing equipment, I asked myself, “Could I explain to someone why I’ve been able to consistently and profitably grow my operation?” If I had to boil it all down and explain it simply, what would I say? I jotted down notes, trying to keep my responses short and sweet. I realized that I could indeed identify three keys to the successful growth of many enterprises, including my own.

Thirst for Success

First, like all the best coaches tell their players, you have to want it. You must be driven to accomplish your goals, and that drive comes from inside. You are not content with the status quo.

That drive has to be more than a desire to make money, or to be seen as successful by others. The thirst to succeed must include a commitment to do the work, to be a master of your craft. You can’t let up — each job must be as important to you as the 10 before and the 10 after it. Even with the best employees, you still must lead. Your team will take its direction from you. If you let up, they will let up.

The Right Team Is Critical to Success

You need the right teammates on the field with you, a team that understands your approach to the game and is willing to buy into it 100%. Everyone says employees are the most important asset. If so, you have to invest in your team. We provide our employees with a full benefits package that includes insurance, uniforms, training, paid holidays, sick leave, paid vacations and more. I cannot emphasize enough the importance of training, including ongoing training. Our wages are competitive, and we treat our people like professionals, providing the best possible equipment, and communicating expectations clearly.

Of course, before you invest in an employee, you must be careful and insightful in the hiring and firing process. You can’t be casual about this responsibility. Specific skills can be taught to just about anyone, but when we’re hiring, we look for people who are by nature courteous, hardworking and honest. Each team member is your representative in the community, and their actions will be considered a reflection of your own values. The investment comes after we’ve found the right person. The right team also extends to vendors and suppliers. Look for companies that care as much about your reputation as you do and are as driven to deliver results.

The Right Tool for the Job

A friend told me a story about tools: A young man showed him his first car, obviously proud of it, though it was far from new. My friend asked to see his toolbox. The young man popped his trunk to show my friend a hammer and a screwdriver. My friend recommended that the young man never get too far from a real mechanic.

Any craftsman depends on his tools to do a quality job. You are not likely to fix a car with a hammer and a screwdriver, and you’re not likely to grow your business unless you have equipment that you can depend on 24/7. When I started my own business, I had already managed a large towing company and was familiar with the equipment and manufacturers available. If you are looking for ways to increase your business, understand that when equipment goes down, you not only have the expense of the repair, but also are losing jobs with every hour that passes.

Acquire equipment that you know, from experience, will meet your demands and even exceed expectations. Equipment failure should not be a routine matter. Expect the manufacturer to go above and beyond the call of duty to get you back on the road. I expect them to stand behind their equipment, and to deliver service that meets and exceeds the promises in their marketing material. They should listen to their customers’ input, and that should inform their updates and new products. Whoever you choose to play that role in your own business should meet these basic standards.

Thirst, Team and Tools Are Just the Beginning

There are additional details that need attention if you want to increase business and profit. Your pricing must hit the sweet spot that is both competitive and profitable. You need to keep a close eye on expenses. You should be an active part of your community. You must be flexible in your planning; for example, we are doing more accident clean-up and less light-duty towing than we used to, and it has paid off for us. The list goes on and on.

From a big picture point of view, “thirst, team, and tools” have been the three key foundational elements of my business growth. I am confident that thirst for success, building the right team, and depending on the right tools are all vital elements of any growing operation.