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Chuck Pierson, owner of Pierson Truck Center, credits his telephone answering service for the growth of his business over the past two
years. 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 at all hours, Pierson offers 24 hour service
for tractor-trailer operators, including brake repair, transmission
service, drive shaft, and PTO service, driveline repair and balancing, as
well as suspension and steering service. Until two years ago, Pierson
relied on a rudimentary paging system to allow truckers to contact his
business. Unfortunately, the service was spotty and unreliable.
For Pierson, the consequences were costly. "I was paying guys to work the
graveyard shift, but they were relying entirely on drop-ins from the
truck stop across the street," he said. The solution was surprisingly simple. Pierson dropped his paging service
and switched to a 24/7 answering service. The results, he says, have been dramatic.
"Within weeks our
business has jumped by about 30%," said Pierson. "When a trucker breaks
down, every minute his truck is off the
road, he's losing money. Our 24/7 service is a key reason that
owner/operators call us. They know we'll get them back on the road fast."
"One of our most important services is that we can call the trucker's
dispatcher to notify them of the breakdown. For guys stranded out there
on the road, that's a real plus. There
is a lot of technical information that we use and the answering service
has been informed as to
what it all means."
"We have developed a script
so that the answering service asks for all the
information we need to prepare for the rig's arrival. The operator is even able
to tell the driver how long it is going to be before the
tow arrives ," said Pierson.
Between the improved service protocols and the location of Pierson's
shop, business has been growing steadily. "Being available to customers
when they need us has been the key to our success," said Pierson.
"I know that whenever
a driver calls in and wherever he is, his
call is going to get answered quickly and professionally. None of my competitors can say that.
Many drivers have told me how much they appreciate our availability and
responsiveness. Some of them have wanted to thank the person who
answered their phone call for being so helpful – you
should see the looks on their faces when we tell them that they aren't
actually here in the building! Because they are so knowledgeable,
drivers assume they are part of our regular staff – and I guess they are,"
said Pierson.
Learn more about telephone
answering services and discover how they might be able to help you.
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