TowingBossPro Blog — Impound & Storage

Answering the Where-Is-My-Car Call in Under a Minute

The phone at an impound lot rings with the same question all day: did you tow my car? Each one feels small, but together they eat hours, and a slow or uncertain answer turns a simple call into an angry one.

Handling Impound Disputes With a Complete Vehicle Record covered disputes. This article is about stopping a lot of them before they start, with a fast, confident answer on the first call.

Search by What the Caller Knows

Callers rarely start with the VIN. They say "a red truck" or "my Camry" or "I was parked at the Oak Avenue apartments." The office needs to find the vehicle from whatever they give.

Because every call in TowingBossPro carries the vehicle details (year, make, model, color, plate and VIN) and the account that ordered the tow, your staff can find the vehicle from the plate, the description or the property. Plate first if they have it, then color and make, then the location.

Train staff to ask questions in a set order: plate, then make and color, then where it was parked and when. Asking the same questions every time gets to the answer faster than letting the caller tell the whole story first.

The Four-Part Answer

Once you find the vehicle, give the same answer every time:

• Yes, we have it, and here is what it is so you know it is yours.
• It is at our lot at this address, and we release during these hours.
• Here is what you need to bring, under our policy and local rules.
• You can pay online before you come, and we will text you the details.

That last step matters. Send the details by text so they have it in writing. Automated texts and two-way texting in TowingBossPro let the caller follow up by text instead of calling back.

Practice it. New staff tend to either say too little or explain your entire towing policy. A short, practiced answer sounds more professional and keeps the call to a minute or two.

When You Do Not Have It

Sometimes the car is not in your lot. Maybe another company towed it, maybe it was stolen, maybe it was moved by the property. Say so clearly and kindly, and suggest who they might contact, such as the property manager or local police. A confident "we do not have it" is far better than "I'm not sure, call back later."

If your company towed it but it has already been released, say so and do not give details about who picked it up. That information is not for the caller unless your policy and local rules say it is.

When It Is Still on the Truck

Calls often come in while the vehicle is still on the hook. The call is on the board and the driver is on the way to the lot. Tell the caller the truth: it is on the way to our lot, and here is when they can come. What happens if an owner shows up before the tow is finished is set by local rules in many places, so know what applies before you say anything.

Do Not Quote Totals You Cannot Back Up

Callers want a number. Storage days keep counting until the vehicle leaves, and your total depends on when they come. If you give a figure, say it is as of today, and point them to the invoice in the customer app for the current amount.

Never let a caller pressure staff into a discount on the phone. "I can only take care of the bill at the window or online" is a perfectly good answer. Phone promises are where invisible discounts start.

Measure the Calls

Pay attention to how many of these calls you get and how long they take. If the same people are calling three times, your first answer was not clear enough or your texts are not going out. Fixing that is the cheapest staffing improvement you can make.

A quick, consistent answer makes your company sound professional at the exact moment the caller thinks least of you. See how searchable records work on the Impound & Storage Software page. Next: setting up a new storage lot.

Ask the staff who answer the phone what callers are confused about. They know. If everyone asks about parking at the lot, put it in the text. If everyone asks whether you take cards, say so up front.