Tow businesses are busy, hectic places. There’s a lot going on. And while there are tow truck drivers, of course, there’s another team that’s essential to the smooth operation of a towing business – dispatch. The dispatch team is the hub of all the action. As they field calls, they’re also working hard to help people. It’s an exhausting job. Tow truck drivers often got a lot of attention because they need training and equipment, but how about your dispatchers? Their team is an essential part of the business. How can you invest in your dispatchers? They’re an essential part of your business. And how can you improve dispatch at your business? Here are a few tips?
7 tips for improving dispatch at your towing business.
1. Remember that your dispatchers need to enjoy their job.
Think about it – your dispatchers are talking with your customers over the phone. They’re probably going to be the first interaction your customer has with your business. If they genuinely enjoy their job, that will come across over the phone. The customer is likely already upset and stressed out enough – it’s probably best that the person on the other end of the phone is pleasant and kind instead of grumpy, right? With that being said, it’s important that you show your dispatchers how appreciated they are. Think of how you can boost morale so that your dispatch team is happy to come to work. It’s easy to focus on your drivers because they’re out on the road, responding to the calls, but don’t forget dispatch.
2. Add a human element.
Dispatchers are interacting with human beings, and those human beings are probably frustrated, angry, or panicky. Be sensitive to that when training your dispatchers and writing their scripts. Also, encourage your team to personalize their workspace. Let them bring photos of their friends and families to brighten their desks – and remind them that they’re helping other people’s loved ones. Dispatch is about people, so encourage dispatchers to treat clients like human beings and not just a disembodied voice on the other end of the line.
3. Consider the flow of the call.
The first question is do you have a script for your dispatchers to follow. That can help them get into the swing of the routine. Are your dispatchers asking customers if they’re in a safe place when they begin the call? (This can help show the client that their safety is a priority.) Are dispatchers asking questions that show they genuinely care about the client?
4. Provide the right tools.
Are you providing your dispatchers with the tools they need for the job? Even something as simple as providing hands-free headsets can make a big difference. Your dispatchers won’t have to squash the phone between their ear and shoulder, scrunching their necks, when they need both hands to work the computer. It can help them do their jobs by making their lives a little easier. See if hands-free headsets would work for your business.
5. Have a team spirit.
You should also try to encourage a team spirit among your dispatchers. Encourage teamwork, and foster a positive work environment where people can get to know each other and become friends. Have potlucks, bring breakfast, take the team to lunch – let your dispatchers talk to each other outside of a strictly “work” setting. Your team spends a lot of hours together, so it’s important that people get along and feel comfortable with each other.
6. Let your employees move around.
Let your dispatchers know that it’s okay for them to move around or take a little walk to stretch if they need to. You don’t want them to feel like they’re trapped at their desks. Besides, it’s helpful to get up and take a short break to help refocus and energize. Sure, they’re not battling traffic, changing tires, or clearing accident scenes, but still – sitting at a desk all day, staring at a computer, and talking on the phone all day still takes a toll. Dispatchers are still doing an exhausting job, and they might need some fresh air every once in a while so they can recharge.
7. Know the power of a smile.
Smiles are great, and making sure that your dispatchers are smiling on the job can make the time pass quickly. How can you create such a great work environment that your employees will be energetic? Be committed to helping create good moods around the office so your dispatchers smile their way through the day.
8. Consider what dispatch software you’re using.
It’s also important to think about the dispatch software you’re using. Your dispatchers are the ones who have to deal with it, after all, so it’s probably helpful if the dispatch software suits their needs and is easy to use. Get some feedback on your dispatch method and keep communication open.
So, those are some tips for improving dispatch at your tow business. Make sure that you’re creating a great workplace for your employees – your dispatchers included! Your team is talking with your clients and assisting them, but if they’re not enjoying their work, your customers might be able to tell, and they might not get a great impression of your business. At any rate, don’t forget about your dispatch team!
And if you need tow truck insurance for your business, we’re happy to help with that. Our towing insurance experts would be happy to help with your tow truck insurance. Get started with quotes by filling out our quote form, calling us, or messaging us on LiveChat.
Porter, Mike. “Change the Way Your Company Thinks about
Dispatch.” Tow Times, Apr. 2019, pp. 36-38.