New Customer Onboarding Checklist for Towing Services

Don't just rely on GPS; ask for cross streets or nearby business names to ensure your driver doesn't waste time searching the roadside.

This determines if you need a standard wheel-lift or a flatbed truck for All-Wheel Drive vehicles to avoid transmission damage.

Use SkipCalls to handle overflow calls during rush hour so you never lose a $75 local tow or $150 emergency recovery to a competitor.

Clarify if it is a simple lockout ($50-$100), a jump start ($50-$75), or a winch-out recovery which requires extra gear.

Tell the customer the base hook-up fee and the $2-$4 per mile rate immediately to prevent payment disputes later.

Tell the customer to stay inside their vehicle with hazard lights on, especially if they are on a high-traffic highway.

Confirm the customer has the keys and a valid ID or registration to prove they own the vehicle before you hook it up.

Confirm if the car is going to a residence or a specific repair shop to calculate total mileage accurately.

Ask if the wheels are locked or if the car is in a low-clearance parking garage where a standard truck won't fit.

Take clear photos of all four sides of the car and any existing dents or scratches to protect against false damage claims.

Ensure all safety chains, straps, and light bars are functional and meet DOT regulations before pulling onto the road.

If the customer isn't riding with you, send a quick text when you depart the scene and when you arrive at the destination.

Record the mileage at the pick-up point and the drop-off point to justify the $2-$4 per mile long-distance charges.

Collect the $75-$150 fee via card or cash before releasing the vehicle to the repair shop or owner.

Customers need these for their insurance or AAA reimbursement, so ensure it lists the hook-up fee and mileage separately.

Ask for a review while the customer is still relieved that they are no longer stranded; this helps you rank higher in local searches.

If the customer is a business owner with a fleet, offer a discounted rate for regular towing services to build recurring revenue.