For small businesses, especially service-related businesses like towing operations, online reviews are worth their weight in gold. People look to reviews to make purchasing decisions and trust the word of online reviewers – for better or for worse. So, for you as a tower, it’s important to get great reviews. While it may seem silly and arbitrary to chase the approval of the worldwide web, it can make a big difference to your company by drumming up business and helping you develop a good reputation. So, we’ve got a few tips to help you score awesome reviews online.
Online reviews start with making a good first impression.
1. Make sure your drivers are on time.
People don’t like to be kept waiting. Customers who have to wait a long time for a tow truck tend to get grumpy. And grumpy people might leave nasty reviews online. So, make sure that your dispatching is prompt and efficient and train your drivers on how to give an accurate (and realistic) ETA.
2. Encourage your drivers to clean out their cabs.
Your drivers should keep the interior of their tow truck neat and tidy. This makes a good impression if they have to give a client a ride. A truck that’s clean will definitely be preferred over one that’s covered in food wrappers, empty coffee cups, and crumpled napkins. It’s just a part of the overall experience that your drivers can control and make that much more pleasant for the customer.
3. Provide extra uniforms for your drivers.
Towing can get messy. It might be a good idea to give your drivers an extra uniform so they can change between jobs if their shirt or pants get stained. Having a clean, non-rumpled uniform gives an immediate impression of professionalism. And people respect and appreciate professionalism.
4. Invest in driver training.
Chances are the driver of the broken-down vehicle does not know how to tow a car. They expect your employee to be confident and knowledgeable about towing, though. Be sure to provide all of your drivers with plenty of training so that they can handle any scenario with ease. The customer is trusting them – and by extension your business – to deliver their car without damage in a timely manner. If your driver has the skills and tools they need, that will come across. And that’s something a customer can leave an online review about.
5. Improve workplace morale.
The client will be able to tell if the driver assisting them with their vehicle is genuinely happy to be doing the work. It comes across in the driver’s attitude and in how they go about doing their job.
Keeping a good workplace morale is essential to making your drivers happy to be going about their day. Talk to your drivers and ask them what would make their day better and what you can do to make your business the best place ever to work.
An added benefit is this will help you with retaining your employees, and it will also help you get better online reviews. Drivers who enjoy working for you will probably be far more pleasant and professional – not to mention helpful – on the job than drivers who are stressed out and bitter about their working conditions.
Maybe it’s providing donuts every week. Perhaps it’s allowing more flexible hours. Maybe it’s organizing a potluck from time to time. Whatever will help make your drivers eager to go to work.
6. Make sure your tow trucks and wreckers are maintained.
The tow truck itself needs to be roadworthy and in good operating order. You want your customers to have faith in the vehicle transporting their car, right? Make sure your drivers are doing their pre-trip vehicle inspections and that you have a preventive maintenance program for your trucks. Cause if the tow truck that’s supposed to be towing the broken-down car needs a tow truck…well, that’s a little embarrassing.
But the quest for great reviews doesn’t stop with the tow.
Of course, you can give people all the customer service you want. You also have to follow up and make sure that the happy client actually leaves the review. To help with the review process, you should…
Consider what review platform you’re using.
You may want to do some research on various review platforms so you can find one that’s reputable and easy for customers to use. There are lots of review services that businesses can sign up for to generate and organize reviews. And there’s always Facebook and Google. Preferably, your review system would be easy for the customer to use. The easier it is to use, the more likely the client is to actually complete the review.
And of course, they can’t leave reviews unless they have a way to do so in the first place.
Make sure to follow up with the customer.
Your customers also might not leave a review unless you ask them to. Explain to your drivers how important online reviews are and go over how they should go about getting reviews for your business.
There are a lot of different options for following up with your customers. Maybe you send out an email to kindly ask the client to review you. Whatever the method, don’t forget to complete the final step and get people to actually write a review.
Online reviews are a helpful tool to grow your business. Consumers read online reviews before choosing a product or service – and they trust those reviews and allow them to influence their buying decisions. So, getting good reviews online is good for business. Anyways, try out the above tips to help boost your business’s presence on the web.
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