Dispatch Workflow: Turn Calls into Profit

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Struggling to Turn Calls into Profit?

If you run a towing or roadside assistance business and find it challenging to turn calls into revenue, it might be time to take a closer look at your dispatching process. Managing customer expectations, handling objections, and asking the right questions can make a huge difference in closing sales and increasing profit.

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Mastering Dispatch: Why It Matters

Most customers calling for towing or roadside assistance want a provider who is cheap, fast, and experienced—often in that order. They’re usually shopping around for quotes, trying to find the best deal. A well-planned dispatch workflow can help you:

• Close more calls quickly

• Address price objections effectively

• Reduce the chances of missed jobs due to high ETAs​

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My Proven Dispatch Workflow

I've spent years refining my approach, hitting six figures consistently without formal dispatch training. Here’s a simple, effective workflow that helps me close calls quickly and efficiently.

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5 Essential Questions to Ask Every Caller

To get a quick quote and secure the job, ask these questions in this specific order:

1. Vehicle Location: "What address is the vehicle located?"

   • Knowing the location first ensures the job is in your service area.

2. Vehicle Type: "What kind of vehicle is it?"

   • Confirm that you have the right equipment for the job.

3. Problem Description: "What’s the problem with the vehicle?"

   • Understand the issue to prepare any special equipment or extra charges.

4. Neutral Gear Check: "Will it go into neutral?"

   • This reveals whether the vehicle can roll easily or if additional steps are needed.

5. Drop-Off Location (for towing): "What’s the drop-off address?"

   • Ensures the caller has a specific destination, which can affect pricing and ETA.

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Handle Objections Smoothly

When customers push back, either due to price or ETA, here’s how to handle it:

• High ETA Objection: Offer unattended towing if they’re comfortable leaving the keys, allowing them to go about their day.

• Price Objection: Acknowledge rising costs and offer a small discount if possible, emphasizing that you’ve provided a clear, all-inclusive quote.

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Quick Tips for Dispatching Success

• Auto-Text Response for Missed Calls: If you miss a call, use a pre-set text message to keep leads engaged and reduce missed opportunities.

• Take Payment First: Secures the job and reduces the chance of cancellations or ghosting.

• ETA First, Then Price: Giving the ETA first helps the customer see the value before hearing the price.

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Get the Full Dispatch Workflow

This workflow is designed to boost your efficiency and close rates. If you want a downloadable version, fill in the form above and one will be sent to your email.​