Most of my work is done with medium to large businesses, so my perspective of “Branding” tends to skew in that direction despite the fact that I do have a few small business clients as well. Small Biz is often maligned by advertising and marketing folks as hard to work with because of perceptions that they are cheap or don’t care about the “important things” that branding folks care about.
I’ve been guilty of the same and this afternoon I was punched in the face by reality.
On the way home from work on Wednesday, my vehicle decided it didn’t want to cooperate with me any more and blew a gasket. I’m still waiting on the final diagnosis. But suffice it say, I was pretty pissed at the matter. Mainly at the car, but at also at the other vehicle problems I’ve had in the last few months. I’ve got a good mechanic, Victor at Fine Line Autoworks, who has taken care of me on a past occasions. But this time around, I needed a tow from my house to his shop – a 14 mile trip.
When I search for things on the web, I often dip past the top results and dismess them as artificially inflated. I do SEO work, and I can read the signatures of SEO work from a mile away. I was actually trying to find the guy who helped me out back in October, but his name was lost on me, so I settled on a highly amateur website to get a quote. I was happy with the number she gave me and we set an appointment.
The woman who originally answered the phone called me later to apologize that one of their trucks broke a winch and they’d be a bit late. She called me again later 20 minutes before she arrived at my house. On the phone, she had a bubbly personality. She apologized and laughed. I thought I was dealing with a dispatch operator who was probably a college student…until the truck showed up at my house.
A woman jumps out of the truck, and sounds just like the person I’d been talking to on the phone. She manhandled my SUV to get it up on the flatbed. She’s smiling the entire time and apologizing about my predicament. I tell her I’m meeting her at the shop, and rather than a gruff “okay,” she asks me if her GPS if giving her the best directions. They weren’t, and I told her my usual path. She was agreeable and I followed her until the last mile, at which she let me lead the way.
While she was unloading my vehicle, I asked her how she ended up driving a tow truck (still not knowing she was the owner). She tells me she was from California, and kind of ended up in Omaha. But she was working as a waitress a while back and had her car break down late one night after a shift and she needed a tow. She was extremely put off by the sterotypical burley tow truck driver that showed up, and decided right then and there that night she could do better. And from that point on, she saved every dime until she could buy her own tow-truck and her mission was “to be as happy and friendly as she could be to her clients. People who need a tow truck deserve to be served with a smile and cheered up.” She now has several drivers as well as an ACA certified repair facility. I happily handed over my money.
If you ever need a tow truck in or around Omaha, I can’t recommend Deb Hansen of Hansen Towing enough. Give her a call at 402-515-5196.