Roadside assistance: a guide for pros

What customers ask, how to win the job, and what to put on your profile.

Offering roadside assistance

You help stranded drivers on the roadside with fixes and tows, so customers judge you on how fast you arrive and how clearly you explain the result. Safe positioning and clear pricing matter as much as speed.

What customers ask

  • How long until you get here?
  • Can you fix this on the side of the road?
  • Will you need to tow the car?
  • What will this cost me on top of my plan?
  • Where will you take my car?

How to win the job

  • On the first call, ask the location, the car, the problem, and whether the car is in a safe place
  • Give an estimated arrival time and call when you are close
  • Check the car is safely positioned before you start any work
  • Explain the fix or the tow option and the charges before you begin
  • Tell the customer what the car needs before it is driven far
  • Send the receipt and the notes from the call at the end

What to put on your profile

  • Photos of your truck and equipment, including the tools you carry
  • Your coverage area and your hours
  • Your licensing and insurance details
  • The types of roadside calls you handle most often

Follow-up that helps the customer

  • Send the customer a reminder about the battery or tire checks after a jump or a flat
  • Offer a shop referral when the car needs more than a roadside fix
  • Remind the customer to keep their roadside number handy

Licenses and permits

Roadside work that includes towing commonly requires commercial registration and insurance. Check state and local rules before taking calls, and keep your registration and insurance current and visible on the truck.

Questions

What do I do when the car is in an unsafe spot?

Tell the customer to move to a safe place if they can, and call for police or emergency help if the spot is dangerous. Do not work on a car in traffic.

How do I handle a customer who wants a fix you cannot do?

Explain what you can and cannot do, offer a tow or a referral, and write the decision on the invoice.

About this guide

This national guide is written and checked by infinibell. Rules and conditions differ by place, so local pros are credited on guides for the cities they serve, not on national ones.

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