By James Carter, Owner Centennial CO Tow Truck

Back in 1993 when I began my towing company in suburban Denver, as a one-man operation with one truck, customer service was something I thought about a lot. Sure, it was important, but most of my attention was paid to getting enough work to pay the bills and invest in advertising to get more work.

Looking back, I had no idea how to run a business. What helped me get by was work ethic (I took great pride in being a 24-hour service) and treating people the right way.

So, even though customer service wasn’t a conscious priority for me starting off, it was – after working hard – the single greatest factor that helped me grow my tow truck and roadside assistance company to what it is today.

When called for an emergency tow job, I always put myself in the shoes of the individual in need.

What if it was me?

If I was stranded somewhere, I’d want fast service.

I’d want sympathy and friendliness from the tow truck driver or roadside technician.

I’d want outstanding work.

And, I’d want a service that was affordable.

Therefore, I was driven to be fast, efficient, friendly, good at what I do, and affordable. That remains the foundation of my company today.

Not only are our tow truck drivers and roadside techs intensely trained in their craft, just as important, they are trained in customer service. For this reason, we have become the go-to towing company in our area.

Our customers often refer their friends, family, co-workers, and neighbors to our service. Our online reviews are exceptional. What we do today, helps our business tomorrow.

The takeaway for business owners just starting out or hoping to boost their bottom line? Work hard for your customers, give them value, and make customer service your top priority.