Emergency Call Protocol
Emergency Call Protocol for Towing Services
In the towing business, speed is the only thing that matters because a stranded driver will call every listing on Google until someone answers. This protocol ensures you never miss a $150 emergency hookup because you were busy loading a vehicle or dealing with heavy traffic noise.
Defining the Towing Triage
Not every call is an emergency, but every caller thinks theirs is. You must separate 'Hot Calls' like accidents or vehicles blocking highway lanes from 'Cold Calls' like scrap car removals. Priority 1 emergencies involve safety risks, such as a family stranded on a dark shoulder or a police-ordered impound at a crash site. These jobs justify your highest emergency rates, often starting at $150 for the hookup plus mileage.
Key takeaway: Prioritize calls where the driver is in physical danger or blocking traffic to maximize both safety and high-ticket revenue.
The 60-Second Dispatch Script
When you are on the road, you do not have time for small talk. Your dispatch flow must be: Location, Vehicle Type, and Safety Status. Ask for the nearest cross-street or mile marker immediately. Confirm if it is a standard passenger car or something heavier like a dually truck that requires a medium-duty flatbed. If you cannot answer because you are operating the winch, a service like SkipCalls can handle this intake 24/7, ensuring the driver feels heard and stops calling your competitors.
