Unleashing the Power of Towing Dispatch: Kathleen Freeman's Industry Insights
Nov 27, 2023
Darian Weaver
Are you ready to switch gears and ride along with us on an informational journey into the world of towing dispatch? We are thrilled to bring you Kathleen Freeman, the Senior VP of Holly's Towing Dispatch, who walks us through the colorful history of Holly's. From its humble beginnings as an answering service to its evolution into a specialized dispatch center solely for the towing industry, you’ll be fascinated by the unique aspects of its services. Kathleen gives us a glimpse into her transition from a teacher to an industry leader in towing dispatch.
We get down to business as Kathleen unveils how Holly's Towing Dispatch is a game-changer in supporting towing companies across the nation. Listen in as she highlights how professional dispatching equips owners with better control over their time and business operations. The conversation intensifies as we tackle the importance of trust and communication, which form the bedrock of Holly's relationship with its customers. Kathleen explains how the service efficiently tailors its system for each client, ensuring a smooth and personalized customer experience.
As we cross the finish line, Kathleen sheds light on the multitude of benefits towing companies can glean from using a dispatch service like Holly's Towing Dispatch. The conversation steers towards the importance of quick and efficient call answering, especially during peak times like holidays. We also touch upon how outsourcing dispatch services to Holly's Towing Dispatch can bring relief to owners, allowing them to spend more time with their family and rest. Strap in and get ready to discover how Holly's Towing Dispatch can turbocharge your business operations.
Are you ready to switch gears and ride along with us on an informational journey into the world of towing dispatch? We are thrilled to bring you Kathleen Freeman, the Senior VP of Holly's Towing Dispatch, who walks us through the colorful history of Holly's. From its humble beginnings as an answering service to its evolution into a specialized dispatch center solely for the towing industry, you’ll be fascinated by the unique aspects of its services. Kathleen gives us a glimpse into her transition from a teacher to an industry leader in towing dispatch.
We get down to business as Kathleen unveils how Holly's Towing Dispatch is a game-changer in supporting towing companies across the nation. Listen in as she highlights how professional dispatching equips owners with better control over their time and business operations. The conversation intensifies as we tackle the importance of trust and communication, which form the bedrock of Holly's relationship with its customers. Kathleen explains how the service efficiently tailors its system for each client, ensuring a smooth and personalized customer experience.
As we cross the finish line, Kathleen sheds light on the multitude of benefits towing companies can glean from using a dispatch service like Holly's Towing Dispatch. The conversation steers towards the importance of quick and efficient call answering, especially during peak times like holidays. We also touch upon how outsourcing dispatch services to Holly's Towing Dispatch can bring relief to owners, allowing them to spend more time with their family and rest. Strap in and get ready to discover how Holly's Towing Dispatch can turbocharge your business operations.
Speaker 1:
Welcome one and all to Toe Professional Podcast. Remember, this is your podcast. It's for the pros and how they need to know that are on the go. It's truly the voice of the Toe-ling industry. I'm DJ Harrington, your co-host, better known as the Toe Doctor, and the real host of this program is the president and publisher of Toe Professional Magazine, a good friend of the industry and a dear friend of mine, darren Weaver. Darren, how are you this beautiful day?
Speaker 2:
DJ, I tell you it's a fantastic day and I am doing awesome today. I tell you, it's raining down here in Birmingham, alabama, so, unless you're a frog or a duck, it's a great day to be in the office. So it couldn't be a better show, because we've had our listeners asking about dispatching. We've had our listeners saying, hey, how can we step back from the business a little more? Have somebody on that can help with this. And hey, we've got it handled today. We've got the senior VP of Holley's Toeing Dispatch, kathleen Freedman, on today and, dj, as you always say, this is going to be a great one.
Speaker 1:
This will be a great one. I just came back from Baltimore and I guess would be perfect for this season. More and more people said to me in the hallways you know what do you do when you want to take a break or when you want to pass the phones to somebody. And I said, well, listen up next week because we have one coming on. So this is perfect timing. Perfect timing, yes, sir.
Speaker 2:
I couldn't agree more. Well, DJ, you want to start out with the first one?
Speaker 1:
I'll be more than happy to. First of all, just like Darren said, the senior VP, kathleen Freedman, is on with us today. So, kathleen, tell us a little bit about the history of Holley's Toeing Dispatch, how long you've been around, and a little bit about yourself before you got there, sure absolutely.
Speaker 3:
Thank you so much, dj. Thank you so much, darren, for having me here today. I am so happy to be here. I too am on the return from being down in Baltimore talking with a lot of our hardworking towers about dispatching, about how we can help them and also what I can learn more while I'm there so that I can help them even more on our return.
Speaker 3:
Holley's Toeing Dispatch didn't start as Holley's Toeing Dispatch. It's morphed. It's morphed its way into a dispatch from an answering service. What most people don't know is that there is a difference and I talked a lot about that over the weekend as well. An answering service, as Holley's was, it was called Holley's Message Service and it did just that it took the message and it passed it on. And it passed it on I should say week, as I was also here when it was Holley's Message Service some years ago. We passed on messages to all different types of industries.
Speaker 3:
Why did we change? We changed because of the need. We had the need for towing dispatch. We had several and we still do. Local towers Local to us are in Connecticut. We are right outside of Hartford, connecticut, in Farmington, a small town called Farmington, and all of our calls are answered here under our roof. Every dispatch is sent from here under our roof. The reason we made the change is because, as that need grew, we found that all of our other customers who were not towers were suffering. The reason they were suffering is because they could go and hold. Towers could not. Every single call that comes into our dispatch center is entered by a live person, not an on hold greeting, when the caller won't necessarily wait. It worked well for us. We had local guys that would come in and train us, teach us the towing industry. We're members of our local state of Connecticut towing association. We found that the need was there and we needed to learn more.
Speaker 3:
Never in a million years did I think I'd be doing this. Prior to working here as the senior vice president, I was a teacher many, many years ago. Yeah, big difference. Huh, I never thought I'd be talking towing as much as I do, but I really enjoy it. I enjoy watching our dispatchers learn more and more. It's a real quick and hustle and bustle place, especially on the weekends when we're answering for customers all across the country and dispatching directly out to their drivers.
Speaker 3:
We turned into Halley's towing dispatch. That's how it happened. Halley's is actually owned by an answering service called Advanced Communications. This is a DBA to an answering service. We operate completely independently and separately. We have our own call centers. We have our own dispatchers. The funny thing is I think there's a lot of companies out there that claim to know towing and claim to solely answer for towing. We're the only ones that I know that do. If we were to take some of our telephone answering operators and put them into Holly's Dispatch Center, they would have no idea what to do because they aren't trained. They aren't trained to be there as our dispatchers are, and that's really at the heart of who Holly's towing dispatch is.
Speaker 1:
Fantastic, fantastic, and it makes a lot of sense. I want our listeners to listen up, because there's a difference.
Speaker 2:
No, our listeners want to know this is how is Kathleen, how is Holly's towing dispatch different from other services that are offered out there? And I know you expand a little bit into that, but I'd really like to open up into that.
Speaker 3:
Yeah, absolutely, and I did and it's. You know it's hard to talk about where we came from and what we did without without talking about how our services differ and how they're the same. But Holly's is is different from an answering service and it's different from an answering service because the towing industry is our only industry, it's the only customer that we're answering for. We're different in every call answered. Live Answering services may give you a recorded greeting or a hold, a please hold greeting, which, oh my gosh, if you know the police are calling and they hear a hold greeting. Forget it, you know we're done. We've lost our customer tons of business.
Speaker 3:
So the way our calls are answered, the way in which our training takes place, the groups that organizations that we're part of really keep us educated in the towing industry, we are, I guess, training less on that customer service aspect that you get from, not that we're saying we can't provide a service, but an answering service focuses more on on the customer service and keeping a call on the phone longer, gathering a lot more information.
Speaker 3:
Towing is very fast. Our dispatchers are trained to multi-call handle. They move through a call without being rude, without rushing anyone, but they move through a call in an organized and a calculated way to make sure we get all the information needed in order to provide that driver or provide that tower with with exactly what they need to get that call done, completed and, to you know, with some major goal to make the money for the owner of that company to not lose those calls. So our dispatchers know the difference, they know what a winch out is. They're not going to ask you how to spell that. They are their understanding of the terms which an answering service I don't know any that would be familiar with the terms used in the towing industry, with the motor clubs, with the importance of municipality calls In. Those are the ways that we really shine and those are the ways that set us apart from anyone that I know again in this industry, anyone I know. I don't know anyone who does it like us.
Speaker 2:
Well, I will second that, kathleen. I've known you, your team, for almost 13 years and have not heard anything but but rave reviews over everything you offer. And when you look at it like, just like you said, it has to be done quickly. If my family's standing on the side of the road with a problem, I don't want somebody calling and getting an answering machine. I don't want to get in the first one it says we're fixing the problem, we're coming and, just like you said, when it's up to an owner and that police is calling and they're in rotation, if they get an answer machine, that's the end of that rotation and it hurts the business. So sure, it's a tremendous service that you're offering and tell you what we're gonna do. We're gonna take a quick break. Let's just stay there. We've got more fantastic information. Learn how you can step away from your business and allow the professionals to handle it for you and have more time with your family and a peace of mind.
Speaker 6:
Keep listening, we'll be right back for over 50 years, jurdan has defined towing and recovery industry standards for performance, reliability and service. Jurdan offers an extensive range of light, medium and heavy-duty records carriers and rotators. Each truck offers superior engineering for strength and stability, reliability and versatility to exceed the expectations of a demanding industry.
Speaker 1:
You have been listening to co-professional on-the-go podcast each and every week. We do our best to bring you new informative episodes, like this one here with Holly's towing dispatch. Now I want all of you to remember we're available on Spotify, itunes and Dora, google Play, stitcher, iheart Media, amazon or wherever you get your podcast. So let's go back to the senior VP, kathleen Freeman. Kathleen, I know our listeners have been here now saying okay, aj, ask her, do you think your customers have trouble giving up control when Holly's answers and dispatch on their behalf?
Speaker 3:
Absolutely 100%. I would say probably 90 to 95% of our customers. One of the most difficult thing for them to do is give up their phones, and the one reason I tend to land on is because most of our customers have a family owned and operated business. So anything that happens at the end of their phone line, every call that they accept, every dispatch, every tow that they complete, every roadside service, is putting roofs over their heads for more than one person in that company and food in their mouths. They're so important to them and, knowing how important each call is that comes through, it's very stressful, it's not easy, it's not easy for everyone, it's not easy for most of our towing customers that decide to give us a try. We know how important each call is. We're going to make sure, even before you start what we call going live with us, that you're set up in our system in a way that makes sense to all of our dispatchers, in a way that makes sense to our customer. We're going to clarify the instructions that they provided, right down to whether or not they can take passengers in their cabs, is very clear, so that we're providing accurate information to their callers, whether it be a motor club or a stranded family on the side of the road. So that control. We completely understand how hard it is and we do everything we can to accommodate, to make it just a little bit of a softer blow when you do give up the phones.
Speaker 3:
And I should also mention that giving up the phones doesn't mean giving up them 24-7 to us.
Speaker 3:
You know the majority of our customers use hollies on nights and weekends, but we have some that just send their, they forward their phones over to us just on a Sunday so that they can have a family meal without being interrupted 10 times, or go to church and not be interrupted.
Speaker 3:
So you're not set to any schedule. We're not going to take your calls from you at a time that you don't want our help. We're here at your discretion and we're here to support you when you need it. So and I think our customers learn that pretty quickly once they begin using us and just like anything else that's new, there's kinks that are worked out, there's tweaks that can be made, and I think we then start to form a trust between one another. That makes things a little bit easier as time goes on, but we work very closely to make sure that happens because giving up control. It's one of the top one of the top reasons I think that it takes a while to make that decision, to take the plunge. It's not a decision made lightly for our customers and we can really appreciate that.
Speaker 1:
But, kathleen, all that makes a lot of sense.
Speaker 2:
I want to step back on that last question and just say you know, when you look at the big picture, Kathleen, you know I know a lot of the owners look at it and they look about giving up a little bit of that control and you obviously think about bringing somebody in brand new and having to train them how to do the job. The key I'm seeing here is you have the trained professionals have worked in this day in and day out, so you're not turning it over to a newbie that's learning the ropes, You're turning it over to somebody that's already got a full understanding. And that's what stood out to me.
Speaker 3:
And Darren on that same topic. We always welcome training individually from our customers because, yeah, we know how to dispatch, but we don't know how you dispatch. So our goal is to at least mirror as closely as we can how you're dispatching in-house. We're going to try to carry that over into the nighttime or weekends or whatever time do you need us? So we often meet and sit with our customers, either in a Zoom or face to face, if you're close enough, or over the phone to really hear and learn how you want us to do, get the job done for you.
Speaker 2:
Man, that's awesome. That's awesome. Thanks, kathleen. Well, the next question I have, and I know our listeners want to know, is how is it possible for you or for Holly's to go and dispatch, to know all the areas and dispatch for companies across the country?
Speaker 3:
Yeah, it's a tough one and it's something that we have. It took some time to figure out. You know, like I said, initially we were dispatching for local, we were dispatching for the companies who were within Connecticut or Massachusetts, new York, and we would take time either we knew it already because we lived here, or take some time to identify the areas where our customers need us the most. Now, understanding that getting the correct information up front is going to make, whether you're in California, oregon, ohio, indiana or right here in Connecticut, possible for us to just ask a series of questions to identify whether or not a vehicle is in or the job is in your area. So, up front, we get zip codes, we get county names, we get town names, mile markers, however your area is defined. We're getting that up front so we can simply ask you know the question where are you located, what's the zip code or what town are you in? Or we've even had some motorists sending us pins from their cell phone or their you know geocoding where they are if they're in the middle of nowhere and they have no idea. But as soon as we know where that motorist is located, we've already programmed our account fully to know that that's in the area that that particular customer is covering. So you know we're getting that up front.
Speaker 3:
We have. We've had plenty of people send us a radius radiuses don't work really well in order for us to move swiftly through a call, just like they want us to move swiftly through a call. So the zip codes, mile markers, county names, town names it works really well. And then we have others who say take everything, take everything. Don't say no if that phone rings. And it's a job we want it, unless depending on what type of call it is. But again, it's spending time up front learning a way that we can simply program our system to identify whether it's a call within your area and we can quickly accept it.
Speaker 2:
That's fantastic. Well, what we're going to do is we're going to take another break. Listeners, we'll give you a listen to some more of our great sponsors here that stand behind this show with their loyalty and their and their funding, and we appreciate them. Listen to them. We'll be right back with more from our senior VP, kathleen Freeman, of Holly's Towing Dispatch. Hang in there.
Speaker 6:
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Speaker 4:
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Speaker 1:
You're listening to Toad's professional on-the-go podcast. Remember to like, review and share everywhere and we want you to have all pros in the industry on the podcast. So if you'd like someone, just leave us a message at the podcast center hotline. The number is 706-409-5603. And just say you know I want an industry expert like Kathleen Freeman is from Holly. Do the same thing, leave us a message. All right, kathleen, let's do this. What would you tell our listeners is the most concerned your customers have when they're thinking about a decision to start using Holly's Toeing Dispatch?
Speaker 3:
The most common concern our customers have when they're making a decision is do you know how to take a police call? Are our calls answered live? Because you know what They'll hang up? Every single one, I know, every five of them.
Speaker 3:
I know, I know they're going to hang up. That's not going to happen. They go. Oh, just because you know that gives us so much relief. It's the bread and butter knowing exactly what they expected. No matter what type of call, whether it's a PD call that has to be answered within three rings you have to get as much information as you can from them in 18 seconds before they hang up. It is again something that only a dispatch service who's trained in towing would know how to handle.
Speaker 3:
The concerns are will you answer my calls? The concerns are do you know what you're doing? Do you know how to respond to someone on the side of the road? Do you have calm dispatchers? Every single person who calls you is going to be upset. Pretty much every person is going to be upset, but it's primarily don't lose our calls. Are you going to answer fast? My answer is yes. We schedule our dispatchers for calls to be answered within three rings. We're monitoring the weather. We're monitoring our call volume here. We have Thanksgiving weekend coming up and what do we do? We look at every past Thanksgiving weekend for the past 20-something years to see what our call volume was. So we know exactly how to schedule for that holiday, because all we can do is use our statistics to plan for that. There was no storm on top of a Thanksgiving weekend, so it's a completely different story. But knowing that, knowing those things, really puts our customers at ease for sure, and I like the idea.
Speaker 1:
some people just use it on Sunday to go to services and make all the sense, and then all of a sudden they're saying well, now I want to go to my kids' recital, and how do I make a break? That's very true, that's very true. All right, dan go ahead.
Speaker 2:
Definitely my next question, and I've got some good ideas on this. I can just about use the service myself on the weekend. What might someone gain some of these owners gain by using your services.
Speaker 3:
Oh, so many. The one that comes to mind first is sleep, rest, rest that I can't tell you how many tired, exhausted owners I talk to Frustrated owners too. So sleep being number one. Rest, more time with your family, the reassurance that their calls are going to be answered. So many of our small family owned customers not even family owned every size company. They may not have a full time, 24 hour dispatcher, or more than one, and so the dispatcher so that their regular dispatcher can get some rest they may have before their phones. To their drivers, so they may be gaining calls by having us, because a driver is a driver, a toer is a toer For them to be answering calls and performing their job. They're going to miss something, they're going to miss a call, so revenue is gained by having our services. You know calls aren't missed. And finally, one of the other most common reasons in something our owners the towing owners always mention to us is that they're getting accountability.
Speaker 3:
Their drivers are now accountable for all their calls that are coming through. The drivers feel relief because they're not responsible for answering the calls. They may be making more money because more calls are being answered and owners have accountability of where their calls are going, because we're providing evidence to those calls every day, every morning.
Speaker 2:
I love it and I tell you. You know I was. I was thinking about Holly's calling dispatch the other day, kathleen, because I was watching a documentary on Sylvester Stallone and you think about this guy and I'll tell you how it ties in. But you think about this guy, producer and actor, phenomenal career, made millions and he, his biggest line in the movie that he talked about in his documentary was I gave everything I had to making these things so my family can have everything, and only gave my family pieces of me. And now when I get to the point where I can enjoy it, kids are moved off. You know, drove the wife crazy. I'm at a point where it's hard to enjoy. So I mean, I just feel this is a way to be able to spend that. Everything you work hard for is right there at the house, to be able to get back to them, and that's progress.
Speaker 3:
I think of any industry. I cannot think of any industry more than towing, of that the owner wears every single hat of each of its employees, you know, at one time or another. So the owner's driver operator, the owner's dispatcher, the owner's the bookkeeper, the owner, you know they're wearing every hat and wearing themselves down to the point of exhaustion and that frustration of not having the time to be with their families, and that comes from both sides. I think so many people have called me, either husband or wife, calling and saying we can't take it. Our marriage can't take any more of this. We need your help. It's exhausting, it's exhausting and we're here, hopefully, to give some of that reprieve to all the owners in the towing industry.
Speaker 2:
Well, and I've always seen, the more peace you have and more mental peace you have, the more ability you have to make more income. So when you can calm that life down a little bit, you get that flame back and that's tired to get back after it and do things when you've had that respite. So I think it's fantastic. Well, dj, I'm going to throw it over to you sir.
Speaker 1:
Okay, here's what I'm now. Our listeners, kathleen, is there any particular size company that would benefit most from the services of Holly's Towing Dispatch?
Speaker 3:
You know, that's the beauty of what we do is, and what we've seen, what we've learned is we really can provide service to any size company out there and we find ways to make that happen. You know, our most common customer, I'll tell you, use this nights and weekends. They're probably running anywhere from. You know, one to Seven or eight trucks is our most common, but we've we've had some running 20 to 30 trucks across multiple states. So really anyone, anyone whose phone rings, anyone who's accepting calls from motor clubs, pd, cash calls we can help, no matter how big they are.
Speaker 3:
And and one one really I think important piece to know is I've had, I've had people call and say you know I'm running 35 trucks right now. I'm down to no dispatchers. I'm taking thousand calls a day across three or four Locations. I'm very honest with people and I say we are in a place or we are not in a place to take you on right now, because there's nothing more that I would. I'd be really unhappy if we took on more than we can handle and Someone else suffered. One of the customers suffered because of it so.
Speaker 3:
We can handle any size and we'll tell you if we can't 100%.
Speaker 1:
I dare perfect idea and. I know our listeners now. They're gonna ask that next question, darren.
Speaker 2:
And all leads to the hook. How do you start for your purposes? How much is?
Speaker 3:
Absolutely so we are. Our charges are very simple. We have a base rate. Our base rate is to cover four weeks of service. That's $200. So basically $50 a week to have Holly's towing dispatchers available to our customers 24, 7, no matter how much you use us. That's your base rate.
Speaker 3:
We're on call, we're here for you, we staff for you, we train for that. Then when your phone rings and you've decided to forward your phones to us and we're answering your behalf, we bill by the minute that we spent speaking on your phone. Our per minute charge is $1.25 per minute. What that translates to is for those who are having a slow period maybe it's seasonal and they don't get a lot of calls it's a lower bill For those who are busy and there's a snowstorm or there's a flood or whatever might be happening. We're here working 10 times harder for you and your bill make your bills going to be higher that month. So that per minute rate is really to cover our labor. The the $200 base rate is to cover administrative fees. Our training thing is fees and things like that, but it's pretty good and dry. The the base rate plus the minutes, I think is a fair way to to charge only for what we do for you, and nothing more.
Speaker 2:
I'm gonna say, at these rates, dj, how can you not do it? You know, it just looks like that's like just a couple of toes. Pace for all that and the stress off your shoulders Whoa, that's well worth it, sure? Well, I know our listeners are wondering. So, listeners, make sure that you go today to Holly's towing. That's HOL. Why is towingdispatchcom? Or give them a call 1-800-730-3909. Call them, tell them what you're working with. Listen. We're right up against Thanksgiving, we're rolling up on Christmas. This is the best time in the world to give yourself a break and give your family a little bit more of youth. And Easy way to do it Holly's towingdispatchcom.
Speaker 1:
You are excellent and I know for a fact that alligator towing they always. There was never a chance to go eat a meal, and at Thanksgiving dinner or at a Christmas dinner, because this will be heard after Thanksgiving. But I'm gonna tell you something this is an opportunity for people, with small businesses up to larger ones. You're a professional on the other end, which is excellent to know.
Speaker 3:
Yeah, we're here for you, that's for sure. We enjoy what we do and and and the people that we meet along the way, but it's it's a very rewarding industry to serve and we really appreciate the time you've taken with me here today.
Speaker 1:
Well, that's a perfect setup for you, my friend.
Speaker 2:
Kathleen, we certainly appreciate you being on. I know this knowledge not only is gonna help our listeners out there, but hopefully to give them some time back with their family and a renewed bigger with their business by being able to take a little bit of time away from it. And Let me tell listeners if you've ever thought about it. Just like I said, give them a call. I've known them for 13 years. Kathleen and her team is phenomenal and they're just like you. They're all family. They live and breathe towing and they want to make your life easier. So give them a call. And with that, I just want to say stay.
Speaker 2:
Attention to tell professional. We've got upcoming issues, our top products and services of the year. You'll see how it's going. Dispatch I like this one of the top service providers for 2023 in there, but that'll be hitting your hand. Also, more podcast and we're going next year, as you know, with a digital format, all four issues and a print on five, increasing our digital reach out there so that we can give you the results you're looking for.
Speaker 2:
And with that, dear Lord, I just thank you for this community. We thank you for our vendors. We ask a prayer for tension over them. We ask it to increase their knowledge, their wisdom and their ability so they can help this industry and continue to provide the phenomenal services that they're doing. And they're having a father. We actually continue to keep that edge of protection around our first responders Watch over them, keep them safe out there, bring them back to their family, increase them, prosper them and provide them with health and prosperity for their heart of service. We ask it's in your precious name, father and listeners. We thank you, we appreciate you and until next week, hang in there, be safe out there on the road Getting ready for this Christmas coming up. Have a great week, everyone, and God bless.
