Hey everyone, JT here from Trustworthy Towing Service in Memphis, Tennessee. As some of y’all may know, we’re celebrating our 15th year in business this month. It’s been one heck of a ride growing this company from a single tow truck into the 10-truck operation we are today.
Along the way, we’ve learned a lot about what it takes to run a successful business – whether it’s in towing or any other industry. I thought I’d share some of the most important lessons we’ve learned over the past 15 years that have helped Trustworthy Towing keep growing strong.
Adaptability is Key
When we started Trustworthy Towing 15 years ago, it was just me working overnight with one old wrecker, picking up vehicles from accidents and breakdowns around Memphis. Back then our main focus was heavy-duty towing – pulling smashed up cars off the highway after a fender bender. Over the years though, we’ve had to change and expand our offerings to keep up with the evolving market.
Now we operate a fleet of 10 trucks, from light-duty vehicles up to the biggest heavy-hitters, to handle today’s larger vehicles safely. Instead of just accidents, we’re now responding to lockouts, jump starts, flat tires, and fuel deliveries around the clock. With more trucks and drivers on staff during peak daytime hours, we can tackle a much wider range of towing and roadside assistance needs for both commercial and private customers.
It’s been crucial to consistently evaluate what services are in demand and adapt our fleet, hours of operation, and menu of solutions to meet those changing needs. Starting with that one truck, we never could have predicted how much we’d grow. But flexibility and a willingness to modernize has allowed Trustworthy Towing to cement our role as Memphis’ go-to company for 24/7 roadside assistance whenever the unexpected occurs. Adapt or get left behind – that’s our motto!
Invest in Your People
Our drivers are really the face of our company, so keeping good people has always been a top priority. We make sure to pay fair wages and provide benefits like health insurance. But it’s not just about compensation – we also focus on training and professional development. All our guys go through regular safety certifications and equipment classes to make sure they’ve got the skills and knowledge to do the job right.
Happy, skilled employees are way less likely to jump ship for another company. The time and money we put into our people has paid off big time through loyalty and low turnover. Take care of your crew, and they’ll take care of your business.
Build Relationships
Especially in a small town like Memphis, relationships are everything. We’ve worked hard over the years to build strong ties with local shops, body shops, dealerships – really anybody who might need to call a tow at some point. It’s about more than just business transaction – we try and get to know folks personally too.
That level of trust and familiarity means they’re way more likely to call us first when the time comes. It’s also helped expand our services – some shops will store vehicles on site for us or allow us to do light work on their property. Building relationships in your community will support your growth for years to come.
Need immediate 24-hour roadside assistance in Memphis? Check out what Trustworthy Towing can offer…
Offer Value
Folks will always pay for quality and convenience. Even in towing, which some see as an unavoidable cost, there’s room to offer value and make customers feel like they got a good deal. We try and bundle services whenever possible – lockouts with a tow, for example.
Membership programs have also been a big hit, letting folks pay a monthly or annual fee for towing up to a certain mileage. It provides customers peace of mind, while also being predictable monthly income for us. Finding ways to deliver value beyond just the basics is key to keeping loyal repeat customers.
Deserving and Delivering Reviews
If you’re doing everything right, customers are going to feel good about leaving a positive review. The key is providing a system that consistently delivers an opportunity for them to do just that. We make it as simple as possible – a quick survey after the job is done asking them to rate their experience, with a direct link to leave a review on Google or Facebook. Even a few words about our fast response or friendly drivers can go a long way.
Reviews multiply your marketing efforts because real, credible feedback from past customers is more persuasive than any ad we could post ourselves. But it’s really about delivering that great experience each and every time without fail. Treat customers right and they’ll be your best salespeople without even trying. A good review system doesn’t replace quality service – it complements and amplifies it online for all to see.
Scaling Up Without Losing Quality
Another important lesson we’ve learned over the years is how to scale the business without sacrificing the quality service we’re known for. In the early days, it was just me, my truck, and one or two part-time drivers. As demand grew, we knew we needed to add capacity to handle more calls.
The key was scaling up in a controlled, strategic way. We added one new truck at a time so we could properly train the driver and integrate them into our operating procedures. Taking on too much work before being fully staffed and equipped is just asking for trouble.
We also invested in technology upgrades to gain efficiencies as we grew. Our dispatch software allows us to route calls more intelligently to trucks closest to the pickup location. Drivers have mobile apps to communicate status updates in real-time. This helps us maximize each truck’s time on the road.
Perhaps most importantly, we maintained very high standards for customer service even as we expanded. New hires go through a rigorous training program so they uphold our values of safety, reliability and excellent customer experiences. I still take calls myself to monitor quality.
While scaling is important to a business, rushing growth can impact quality. By bringing on capacity in a measured way and prioritizing technology and training, we’ve increased our revenues fivefold without sacrificing the top-notch service Trustworthy Towing is known for. Steady, strategic scaling is the name of the game.
Wrapping Up
In closing, I just want to say how proud I am of everything we’ve built here at Trustworthy Towing over the past 15 years. It sure has been a wild ride! But by focusing on adaptability, investing in our team, building strong community relationships, marketing smartly and creatively, offering good value to customers, and scaling up in a controlled manner, we’ve been able to steadily grow the business year after year.
Now we have one of the largest fleets in Memphis, a great crew of drivers, and a reputation as the most trusted name in local towing. None of that would be possible without applying the lessons we’ve learned along the way. If any of y’all out there are looking to start your own business, I hope hearing some of our keys to success can help provide a roadmap.
But most importantly, if you’re anywhere near the Memphis area and find yourself stranded on the side of the road, don’t hesitate to give us a call at 901-401-4025. Our trucks are on the road 24/7, so we’ll come haul you out of any jam, day or night. You can trust the pros at Trustworthy Towing Service to have your back when car trouble strikes. Fifteen years strong and counting – we ain’t going nowhere! Talk to you soon.
