Truckers Benefit from Afterhours Dispatching from his Answering Service
November 9, 2016
Chuck Pierson, owner of Pierson Truck Center, credits his afterhours answering service for his business’s growth. Pierson Truck Center is located just off the exit of a busy four-lane highway, across the street from a popular truck stop.
Because truck drivers work all hours, Pierson offers 24-hour service for tractor-trailer operators, including brake repair, transmission service, drive shaft and PTO service, and tire replacement. Until two years ago, Pierson relied on CB radios to allow truckers to contact his business for roadside emergencies. Though most veteran truck drivers still have a CB in their rig, the range of the units is short.
For Pierson the consequences were costly. “I was paying guys to work the graveyard shift, but they relied almost entirely on drop-ins from the truck stop across the street,” he said.
The solution was surprisingly simple. Though Pierson continues to monitor the CB in his shop, he switched to an answering service as the primary means to handle emergency calls. He says the results have been dramatic.
“Our overall business has increased by about 30 percent in the past two years while our third shift work has more than doubled,” said Pierson. “When a guy breaks down he’s losing money every minute his truck is off the road. Our answering service is a key reason owner/operators call us. They know we’ll get them back on the road fast.”
For a while Pierson tried answering those late night calls in his shop, but the guys were simply missing too many of them. “They might be working on another truck and not get the phone in time or their music was too loud or they simply weren’t paying attention.” Using the telephone as their primary means of communication was the right idea, but it took an answering service to make the idea actually work.
When a trucker breaks down, they want to know help is on the way. With one quick call, Pierson’s answering service sets things in motion. “For guys stranded on the road, that’s huge.”
Pierson credits his answering service to his business’s growth. “Being available to drivers when they need us has been the key to our success,” said Pierson. “The word about our 24/7 dispatching has spread fast among the trucking community. With the CB coverage in our area, we were limited to about ten miles in either direction. But with cell phones there’s no limit, and we routinely get calls from an hour or more away. At 3 a.m. we’re the only ones available.”
The drivers routinely tell Pierson how much they appreciate his dispatcher. “Some want to meet her personally and thank her for being so helpful,” said Pierson. “You should see the looks on their faces when we tell them they weren’t talking with someone in our building but with our answering service.”
Pierson grins. “The results speak for themselves.”
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry. Contact Janet at email@example.com or 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Use an Answering Service to Block Out Time
People at all levels of business, in all sizes of businesses, struggle to find time to focus on key projects. Nowhere is this more critical than for e...
Selling a Distressed Answering Service
Prior posts have addressed the right time to sell your answering service, the wrong time to sell, and about leaving a legacy when it’s time to move ...
Why Insisting on a Stateside Call Center is an Ill-conceived Goal
When people reach a call center, they make assumptions about the agent and the agent’s location based on what they hear. While these assumptions may...
Use an Answering Service to Better Serve Callers
When someone calls your office, what happens? Don’t answer this question with what you hope happens or what you ideally want to occur but with the t...
7 Steps to Deal with an Underperforming Answering Service Sales Rep
If an answering service has sales reps they either produce consistent sales month after month or they underperform. Too often sales reps underperform....
A Professional Billing Service Provides Added Value to Answering Services
With the right software, anyone can generate telephone answering service invoices—and get them mostly correct. Yet it takes a company with unique in...
Use an Answering Service to Back-up Your Staff
In today’s fast paced business environment we all have more to do and less time to do it. Too often something needs to give. We skip some aspects of...
Use an Answering Service to Handle Your Office Hours Calls
Most everyone knows that answering services are great at answering the phone in the evenings and weekends, but they can also answer your phone during ...