Towing professionals are constantly under a microscope. If it is not a Motor Club, it is Yelp or one of the other social media sites. One bad review can erase 20 good ones, and they cost real money, either through lower motor club calls or fewer direct calls. In any case, the customer experience that you provide has a big effect on your profitability, as well as your aggravation levels! 

So how do you manage your Yelp reviews?  By managing your employees. You may have a clear understanding in your mind of how you want your customers to be treated, but that may not be shared by your people.  It is important to make sure that you have spelled out to your employees exactly what you expect and exactly how to meet those expectations. 

It is hard to find the time, but each area of the company needs to have a clear SOP or Standard Operating Procedure. This includes how to greet customers, and how to deliver pricing and billing news. If you want things done according to a policy, that policy must be written and reviewed with employees. You can’t expect your people to do the job the way you want unless you have been very clear about what this is that you want. 

At Towing Forward we have invested heavily in this process documentation and training and it shows. Each new dispatch client gets complete process documentation as part of our onboarding process. Then we create whatever documentation needed to ensure that our people can perform well right away. 

Process Flow Charts, Scripts, Procedures, Policies, and Training Videos, and quick reference guides are all part of our arsenal of training. We then invest the necessary time to make sure that our people are going to succeed. Much of our dispatchers’ confidence comes from knowing what to do. 

This work translates directly to better reviews and fewer issues. If you would like help in getting better reviews. Contact us. We can help.