Being a tow operator is not just about driving a shiny tow truck. It’s about road safety, customer service, job competence, and, unsurprisingly, self-sacrifice. In my 19 years at Agero dealing with service providers, and with dozens of tow shows under my belt, I have been able to observe firsthand how they operate and what makes them really good at what they do:
1. They know their stuff
Generally, tow business owners put their drivers through training class to get the fundamentals of towing: how to get out of the truck, how to greet the customer, how to stay safe, how to perform winching, etc. Some tow operators, such as All Pro Towing of Council Bluffs, IA, hostWreckMasterclasses to train their own drivers and those of other towing companies around. At the end of the class, tow operators obtain an industry-recognized certification that validates their skills. Others, like GTS Towing of Springfield, VA, will even impose a 4-week trial after training their new drivers to make sure they perform up to industry standards.
2. They behave professionally
Tow operators are professionals who care about their customers. From owners to dispatchers to tow truck drivers, the practice is to remain courteous and empathetic with the customer, and provide service in a professional manner. Dispatchers play a crucial role by keeping the customer informed of any changes in ETA, and providing safety advice until such time as the driver arrives on site. The level of professionalism across the entire tow process reflects on the tow operator’s business, and ultimately, on their reputation. That is why All Pro Towing, for example, goes the extra mile by requiring all their drivers wear spotless uniforms.
3. They are good communicators
It’s not just about appearance. How service providers behave during a roadside event is equally important. They must be good communicators, especially when facing customers who are having a bad day. Sana, of GTS Towing, says it best: “Our drivers are trained to handle customers and remain patient and empathetic. The dispatcher would know ahead of time in what mood the customer is in, and warn the driver, so he’s prepared and can handle the situation with the best attitude.”
As the roadside industry evolves with ever more technology, contact center agents and tow operators are the remaining human element in the business, often making the difference between a good customer experience and an exceptional one. At Agero, we are very grateful to the thousands of service providers who provide roadside assistance to our clients’ customers day in and day out.
Domenic is responsible for building and leading our professional service delivery organization, including Agero's national ecosystem of thousands of service providers across the U.S. Prior to re-joining Agero in 2016, Domenic was the Chief of Sales at Goji.com, where he was responsible for the sales, training, and recruiting functions for the largest online independent auto insurance agency in the nation. Before this, he was the SVP of Operations at the Boston-based energy efficiency company Next Step Living. Over the four years at Next Step Living, Domenic was instrumental in helping Next Step grow into an Inc. 100 “Fastest Growing Company” as he managed all of their partner networks, installation operations, logistics, customer service and customer care functions. From 2006 to 2011, Domenic was Vice President of Operations at BostonCoach, a subsidiary of Fidelity Investments. While at BostonCoach, Domenic managed all customer facing and service delivery functions. From 1995 to 2006, Domenic held various management positions within Agero's operations functions. A resident of Norfolk, MA, where he lives with his wife Maribel and three sons (Nicholas, Christopher and Benjamin), Domenic holds a Bachelor of Science degree in International Business from Newbury College and a Master of Science in Leadership from Emmanuel College.