Tow Boss
The Mechanics of PPM By Randall C. Resch
Operations Editor Randall C. Resch is a retired California police officer and veteran tow business owner, manager, consultant and trainer. He writes for TowIndustryWeek. com and American Towman, is a member of the International Towing & Recovery Hall of Fame and recipient of the Dave Jones Leadership Award. Email Randy at rreschran@gmail.com.
A policy and procedure manual (PPM) increases a company’s long-term stability, safety and well-being.
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Author’s Note: This narrative is not legal advice but written as a basis of training only. Tow business owners should seek legal advice regarding the content of the company’s Policy and Procedure Manual.
tow company arrives at a private residence to transport an SUV to a mechanic’s shop. As the operator positioned his carrier, the customer reportedly (physically) pulled the vehicle from the garage. It rolled down the sloped driveway, snagged the customer’s arm and dragged him across the street. The incident resulted in catastrophic injuries after the vehicle pinned him against a neighbor’s house. During pre-court depositions, there was focus asking if the company had a policy and procedure manual, safety meetings, and, did the operator have formal industry training? The company’s owner allegedly stated he’d been in business seventeenyears, taught his drivers in-house and didn’t have a policy and procedure manual.
GOALS AND DIRECTION
Without rules guiding the proverbial ship, companies experience orchestrated chaos in day-to-day operations. There are
26 • December 2020 | Towman.com
some that provide employee’s direction as to what expectations are required by company management. Does your business have written rules to govern your employee’s actions? Exemplary service relates to best practices provided to customers served. It’s that catalyst that influences customers to choose your company for future service. Sometimes the best business advertising comes from satisfied repeat customers. Industry successes are realized when companies operate as a unified team inreaching goals written by its founders. The preferred document of choice is called a “Policy and Procedure Manual” (PPM) citing company guidelines, rules and regulations. PPM’s are directives that define day-to-day administrations, operations, and employee actions where behaviors, attitudes, and reputations are demonstrated, and deployed. Savvy tow owners agree that industry successes don’t always come from
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