One Way Road!

From Wreckmaster



I’d like to share a true story with you. I was flying home from a class I presented in Casper Wyoming back in April 2004. It was a big jet, 747 maybe. Anyway, I sat at the window in a row of three seats. Next to me sat a woman and a man who I assumed was her husband. I was reading an article in an industry publication and she asked me what I did for a living. I responded “I Train Towing and Recovery Operators” without missing a beat she then said “They Are All a Bunch of Crooks” and at first I was stunned by her comment, but after processing what she had said for a moment I responded with my own question. “Why Would You Say That”? She then proceeded to tell me about the time her car was towed from alleged illegally parked position by police order and she was in her opinion charged an exorbitant fee and treated poorly by the people at the towing business.

DOES THIS SOUND FAMILIAR??

The Towing & Recovery Industry has long suffered the patronizing stigma as being of unsavory characters. While there are certainly unscrupulous individuals who are attracted to our industry like every other, the majority are individuals who are productive members of society. Men and women of integrity, who are family oriented, charitable, and involved in their communities, churches, schools, fire departments and so on. So why does the patronizing stigma still haunt us? Let’s face it we make our livelihood from the misfortunes of others. The people we encounter are not typically having a good day. They are not happy people! And all too often they vent their frustration on the very people who are there to help. “The Tow Operator or Tow Company”

We are in the business of delivering a service. We strive for excellence in the services we deliver. While we will never reach perfection I think we can all agree we could be a little more perfect in the excellence of the service delivery process. While a tow business may be very successful they may also be lacking in service excellence. Success doesn’t lead to excellence but excellence will lead to success! That is a one-way road.

1. Education and training are the seeds of excellence. Knowledge instills confidence, enthusiasm, and ambition to be the very best we can be. A working knowledge of the equipment, casualty, logistics, and legalities will gain the customers trust. And lets not kid ourselves trust is paramount in our industry.
2. Attitude is an important ingredient to excellence as well. Making sure we are mentally equipped to calm and help make customers feel at ease with their situation. Avoid negative comments, misunderstood industry terminologies and jargon, stay focused, and remain calm at all times.
3. Appearance is often underrated in our industry. A well groomed individual who is dressed in attire befitting their roll will instill confidence and a feeling of safety and security within the customer. The workstation should also be neat and clean in appearance and organized where everything is accessible and familiar.

These 3 elements are critical to the Excellence of Service that will lead down the one-way road of success!

Cya in the Ditch!

David Bouvia
Lead Instructor
WreckMaster Inc.