Your and our customers’ safety is critical. As a reminder of our safety expectations, we’ve outlined our view of recommended industry best practices for you to consider with every job.
Please discourage customers from entering your workspace during the service. You could be held responsible for their safety should something happen.
- Your “workspace” can be defined as the perimeter around you, the customer’s vehicle and your truck while you are in the act of delivering your dispatched service. This includes but is not limited to: the flatbed of your truck, areas directly in between your vehicle and the customer’s, under the hood or chassis of either vehicle, wheel wells or other areas that might pose a danger to the customer.
- Best industry practice is to not have customers in their vehicle when it is being winched, jacked or hooked up to your truck/flatbed.
Please do not permit or ask the customer to help your driver. This includes moving their vehicle onto a flatbed, “hand-on” supervising or participating in vehicle handling in some other way.
Follow our dispatch service details. You are asked to limit the services provided to the service details in the dispatch offer. Please do not provide additional services such as attempting to fix a customer’s vehicle during the disablement service - this includes trying to jump a vehicle when a tow is the requested service or attempting to patch a damaged tire. If the customer is asking for an additional service, please notify Agero immediately.
Please advise customers on where and when they should move to a safer location.
- For tow operators, the safest place for your customer may most often be in the cab of your truck, rather than out of it, where they could be exposed to other drivers, equipment from your truck, such as winch cables, or other risks.
- For road-only providers, unless you are jacking the vehicle, the customer is typically safest in their own vehicle, with their seat belt on.
- Timing is extremely important when the customer moves from their car or waiting location to your truck. Always be aware of surrounding traffic and get them to safety as soon as possible.
And, as always, make sure to keep your service vehicles well maintained, equipped, labeled, and clean at all times. All your drivers should have the appropriate safety gear and uniforms.
Should customer behavior prevent you or your driver from doing your job correctly or to completion, alert Agero Dispatch immediately via chat or phone and mark the job as GOA or Unsuccessful. Be sure to include specific, detailed notes on what happened, and the name of the Agero dispatcher, if you spoke to one live.