In an industry like towing, trust is determined by more than just tools. When you’re handling something as precious as someone’s car, a client wants to know that they and their vehicle are being properly handled. It’s really important to build trust with your towing clients, but how exactly can you do that? Here are some tips.
Tips for building trust with towing clients.
1. Make promises you can keep.
Chances are, a customer will be either a little testy or a little stressed when they call you. The worst thing in that situation can be stressing them out more by being later or more expensive than they’ve been told. Instead, it can be better to give yourself a little wiggle room. If you think it will take 45 minutes to get to a job, say that it may take an hour. Use different types of language on your towing website and when communicating to set realistic expectations. Explain the different ways that rates could vary so that when someone finds out their specific rate, they understand why and how you got there.
2. Be active on social media
It may seem a little counter-intuitive to build trust and form connections through social media, but it can actually be one of the best tools to spread the word about your business to potential clients. Plus, you may get tips from your local towing community. Posting in groups and sharing happenings around the shop on your business page allows people to see what you do and how passionate you are about your work. When people see how much pride you take in your work, they’re more likely to trust you to take care of the things that matter to them.
3. Humanize your brand
On the same note, humanizing and personalizing your brand is a must. Instead of letting others treat your interaction like a business transaction, truly communicate with your customers. Ditch the scripts and stuffy language and get to the heart of your customers’ needs and wants. Show them the person behind the operator helping them. Check on how the customer is doing if they seem stressed, scared, or confused. Be patient and understanding, and if someone is particularly prickly, remember that it’s just one job. Also, you can remain professional, but it never hurts to have a casual conversation (unless you can tell that a client REALLY doesn’t want to talk).
4. Communicate clearly and often
Again, when towing clients contact you, they’re probably scared or irritated. So, miscommunication can run rampant. Make sure you’re the clear, calm, cool, and collected one. Answer any questions in as much detail as possible. Encourage the owner of the vehicle to reach out if they do need more information. Let them know what’s happening with their vehicle, when it’s going to happen, what their next steps should be, and any other information that they can or should know. It’s understandable that you may not want to over-explain, but never assume that the client has the whole picture unless they expressly tell you.
5. Have the right security and insurance
If your towing business also has a car yard or an auto body shop, processes and security systems can assure the customer that their vehicle and belongings are safe. So, inform clients of your safety practices and break down any contracts or waivers they may have to sign. Always authorize body work or moves when appropriate, and keep your regulation and safety equipment up to date.
Another way to assure your towing client is to have the right tow truck insurance to handle any mishaps. Having the right coverage can show your clients that you’re both serious about your operation and ready to help them if something does happen to their vehicle in your care. So, having extra safety nets can help instill more confidence in your business and allows others to see the true professionalism that your business offers.
We know that towing is a fast-paced industry, though. You barely have time to catch your breath, let alone look through tons of tow truck insurance options. That’s why our experts are here to help you get the right coverage. Our specialists take the time to get to know you and your towing business so that we can give you customized quotes on the best rates for your business. To start your free quotes, just give us a call, fill out our online form, or LiveChat with our agents today.