Girl FridayAug 23rd, 2013 | By Editorial Staff | Category: Jack Schrock's Blog
Being a Tow Boss is something like fighting six boxers all by yourself at the same time. You might land a lucky punch now and then, but the game is stacked against you and can be your downfall in no time. Save yourself for the real “fight” when you need to have your wits (and temper) under control. Here’s one way to do that.
Don’t be the first to grab the phone. Yes, I know it’s not supposed to ring more than twice, but give that responsibility to someone else; preferably a young lady with a calm voice. Why a young lady? Well, most of us are dads with young daughters who put a special sparkle in our eyes. We’ll often cut them some slack long before any others. If you’re not a dad but a young man, then you always like to talk to a pleasant-sounding young lady. So, statistically speaking, your Girl Friday will initially do a better job of managing an angry customer than you or anyone else. But there’s more.
When the Tow Boss or owner speaks, what is said becomes law — sometimes making it difficult to retract — which can become a real problem. When a subordinate speaks, that’s just chatter that is always subject to approval by those higher up. For example, a customer calls to complain about being overcharged for a recent tow job. It’s easy for the owner or boss to quickly become defensive and get into an argument that can lose a customer forever. When Girl Friday takes the call, she can politely listen while the complaining customer vents until silence sets in. At that point she simply asks for his direct line or cell number and says she will look into the matter and call back before the end of the day. The customer is placated for the time being because your representative has carefully listened (without arguing) to his complaint and has promised to take action. So, you haven’t lost your temper, much less a customer and you have some time to sort through the complaint before taking action. Then, the owner or boss returns the call when all heads are cooler and offers a response, or, he has Girl Friday return the call to ask for some additional information such as driver’s name, truck number, etc. as a way to buy some more time, and a little extra time can work to your advantage.
When first going into business, you are the primary voice for your company and are forced to make all decisions (big and small) sometimes at the worst possible times. Avoid getting stressed over a two bit problem when you have to make a hundred thousand dollar decision. So put some distance between you and unnecessary tension whenever you can. Both you and your company will be better off for it.