NEWS Standard the Standard Setting the Setting
NEWS SOUTHEASTERN
NEWS
NEWS
ISSUE 04/ FEBRUARY 2015
ISSUE 03/ JANUARY 2015
Setting the Standard
2015 FEATURED COMPANIES
Setting the Standard
STAGES
Royal Coach Tours
Setting the Standard
ISSUE 06/ APRIL 2015
Setting the Standard
Vandalia Bus Lines FEATURE IMG COMPANY
FEATURE IMG COMPANY
FEATURE IMG COMPANY
NEWS
ISSUE 05/ MARCH 2015
FMCSA Seeks to
LAMERS
Bus Lines FEATURE IMG COMPANY
revise levels of
insurance responsibility.
Time to Stand Up To Workplace Bullies
as toughness in leadership?
7 Design Trends
6 Rules for
Creating Website
Effective Peer-to-Peer
Best Practices
Communication
4 Ways to Cut Down the Hidden Costs of Sales
Is Social Media
Is kindness as important
3 Common Mistakes Made
NEWS
When Hiring Sales Reps
ISSUE 07/ MAY 2015
Setting the Standard
Recruiting Dead? How to Win Back
Want a
problem-free trip?
Try the bus
Lost Customers The Modern Face of
Display Ads
NEWS
Engaged
Assurance Program
Top 10 Tax and Accounting Mistakes
Cost Companies Billions 3 Best Practices of All-Star
Sales Forces
NEWS
ISSUE 08/ JUNE 2015
Setting the Standard
How to Keep Your New Entrant Safety
Sales Team
NEWS
ISSUE 09/ JULY 2015
Standard the Standard Setting the Setting
ALL ABOARD
Anderson
coach & travel
ISSUE 10/ AUGUST 2015
Standard the Standard Setting the Setting
Young
FEATURE IMG COMPANY
AMERICA!
Better fleet photography
Transportation & Tours
FEATURE IMG COMPANY
FEATURE IMG COMPANY
4 Reasons to Switch to
Cloud Accounting Unveiling the Brand New
New Rule for CMV
smartphone app
The magnetism of a great
company culture
How to market your company
with no budget
Pacific Western Transportation FEATURE IMG COMPANY
Senator Urges FMCSA to Remove
DOT to Audit FMCSA High-Risk
Investigative Practices
NEWS STARR
THE MOTORCOACH INDUSTRY
n.t.s.b.
Standard the Standard Setting the Setting
FMCSA Pursues
State CDL Audit
DATTCO
How FMCSA’s New Bus Lease &
American Express Survey
Finds Travelers Want
Veterans becoming bus Drivers
Interchange Rule in record numbers
Affects You
NEWS Standard the Standard Setting the Setting
STARLINE LUXURY COACHES
Agreements
QR codes allow smartphone access
The 6 Musts of a Successful
7 GREAT Interview Questions
ready for a promotion?
High-Touch ISSUE 14/ DECEMBER 2015
Standard the Standard Setting the Setting
PEORIA CHARTER
FEATURE IMG COMPANY
Buy-Sell
B2B vs. B2C to school bus
High-Tech
NEWS
ISSUE 13/ NOVEMBER 2015
FEATURE IMG COMPANY
Is your star player
to Ask Millennials
to Negotiate Price
FEATURE IMG COMPANY
CALLS FOR MOTORCOACH inspection results
safety design improvements
6 Strategies Buyers Use
NEWS
THE KEY TO CREATING
EFFECTIVE EMAILS
how to turn 70% of your prospects
Into Customers
ISSUE 12/ OCTOBER 2015
FEATURE IMG COMPANY
THE FUTURE OF
Small Business Owners
‘Inaccurate’ CSA Scores from App
ISSUE 11/ SEPTEMBER 2015
Standard the Standard Setting the Setting
Branding 101 for
drivers with Diabetes
FMCSA new
BusRates.com
FMSCA Continues Pre-Employment
Screening Program
Holiday
Marketing Campaign
FMSCA HELPs
Marketing
as commercial drivers
Automation Pitfalls
TRAin veterans
GoMotorcoach Starts a New Era
MCI to join
New Flyer Industries
FMSCA sends
entry level driver
training rule to white house
it’s okay
to bury bad reviews
2015 IMG Featured Companies SOUTHEASTERN STAGES
ANDERSON COACH & TRAVEL
ROYAL COACHES
YOUNG TRANSPORTATION
VANDALIA BUS LINES
STARR TOURS
LAMERS BUS LINES
DATTCO
PACIFIC WESTERN TRANSPORTATION
STARLINE LUXURY COACHES
ALL ABOARD AMERICA
PEORIA CHARTER
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President ’s Message As we draw to close of 2015 and look towards 2016, we wanted to bring to you a special edition of IMG News. Over the last year we have received many wonderful comments about our magazine, as we share details about IMG and the motorcoach industry, feature each month an IMG company and bring you some really great articles on sales and marketing. In this, our special edition, we have bought together the 12 featured IMG companies. They reflect great stories of how they came to be and who they are today – if you missed the articles the first time round, here’s a great opportunity to spend a few minutes and recapture some amazing pieces of history, commitment and outstanding successes.
We will continue to bring you IMG News into 2016 – we hope you enjoy, and look for our Featured IMG carrier and our new Travel Partners feature each month. The IMG team and Shareholders wish you a very happy holiday season with your family and friends. We look forward to working with you all in 2016. Bronwyn Wilson President, IMG
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IMG Feature Company Southeastern Stages
Enjoy some southern comfort. Since 1933, that is the chorus that Southeastern Stages has used to deliver impeccable service to customers in the southeastern United States. Headquartered in Atlanta, Georgia, Southeastern Stages has remained focused on providing reliable and affordable intercity transportation throughout Georgia and South Carolina while connecting travelers to major cities and towns throughout North America. Born in the days of dirt roads, limited passenger traffic, and advertising that was primarily conveyed through word-of-mouth, co-founders Jake Hughes and Lon Shipman devoted their efforts to building a company that would be a major participant in the growing intercity bus industry. Following a series of mergers, Southeastern Stages would soon be interlining with other regional carriers and Greyhound Lines to form the foundation of a strong transportation network. The history of the company is rooted in the pride of two families working to overcome obstacles and being flexible to changing ways of doing business. The concept for what would become Southeastern Stages was born in the lobby of a hotel when Jake Hughes overheard guests asking for help traveling to Charleston, SC. Within a few months, Jake was behind the wheel of an eight passenger Buick making stops at various hotels and taking anyone willing to pay for a ride. 4
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80+ years later, the company has stayed true to the goal of offering personal and professional attention to every person who steps on to one of its motorcoaches. Today, Southeastern Stages remains a third generation family business known for its old-fashioned brand of customer service that retains the flair for personal interactions. With a fleet of over 40 motorcoaches, Southeastern Stages’ staff of 65 employees serves more than 400,000 people each year over nearly 3 million miles all based from its Atlanta, GA home terminal.
In 2005, following the retirement of 2nd Generation owners Ed Shipman and Bill Hughes (both still active on the company’s board of directors), Mike Dickson assumed the responsibility for the day to day operations of the company. Dickson, who started at Southeastern Stages in 1993 working in the wash bay, is Ed Shipman’s son-in-law and was asked to apply his education and experience in accounting towards building a company capable of withstanding the challenges facing today’s modern motorcoach business. With a fleet of MCI, Prevost and VanHool motorcoaches, Southeastern Stages operates some of the newest and most technologically advanced motorcoaches on the market. “We load up our buses with the latest in technological advances,” says Mike Dickson, president of Southeastern Stages, “and then we teach our drivers how to avoid situations where we are forced to depend on them.”
Southeastern Stages recently celebrated the extraordinary achievement of two veteran drivers – 25 years of continuous, accident free driving – by placing special naming decals on two buses in their honor. “Our service philosophy is simple,” says Brian Parker, Southeastern Stages Director of Development, “without our customers, we don’t exist. We strive to deliver the most excellent service available, which includes employing the best drivers using some of the best motorcoaches around.” “The biggest challenge for us is to maintain an infrastructure that’s based on our signature personal touch,” said Parker. “We know it’s tough to compete with companies who don’t feature bus stations staffed by ticket agents or live people on the other end of the phone. More and more, we all live in a society that is driven exclusively by price. The challenge for us is to communicate the importance of our infrastructure and the personal experience it provides.”
Add surprisingly low turnover of staff and drivers and you have the formula for Southeastern Stages excellent safety record. To demonstrate that success,
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IMG Feature Company Royal Coaches
“Royal Treatment”, more than just a name but a commitment by the team at Royal Coach Tours, San Jose, California.
together have continued to build the business and have collectively introduced a new level of service in the charter bus industry.
A second generation company that had it beginnings in the 60’s, the tradition of “Royal Treatment” is the cornerstone of the company’s success that proudly stands behind their mission statement to provide top quality transportation service delivered with the highest standards in customer service, safety and care.
Our Drivers
It all began in 1960 This was the year that Joanne Smith and her husband purchased their very first 37 passenger motor coach and began a commuter service from Fremont to Lockheed Missiles and Space Company in Sunnyvale. With the success of their first commuter services, two years later, they decided to transition into the charter bus business and the birth of Smith Charter Service. With the dramatic growth of the Bay Area came the growth of Smith Charter Service. In late 1970 Joanne changed the company name to Royal Coach Tours, a title that would convey to its clients the type of service which her company offered, the first class royal treatment. This foundation combined with solid business practices and operations, was a platform for the continued growth of Royal Coach Tours. Today, Joanne’s passion and commitment has been passed on to her two children Sandy Allen and Dan Smith, who
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At Royal Coach Tours, the philosophy is that “It all starts with our drivers”, they are the face of our company with our customers and reflect our values. Royal hires professional drivers with the goal to
provide outstanding service to our customers. To enhance driver performance, all full-time drivers are SPAB (Student Pupil Activity Bus) Certified, which means even stricter regulations can and are imposed by the California Highway Patrol.
to the Royal’s continued commitment to training and safety programs for their drivers and staff. Also, for the past 2 years, the California Bus Association has awarded Royal Coach Tours drivers with the distinguished Driver of the Year Award.
IMG’s driver program, ADA Sensitivity training, bicycle awareness training, defensive driving training - just some of the many training tools utilized at Royal to give drivers the most comprehensives skills and knowledge of regulations. Safety is and remains, Royal Coach Tours and their driver’s top priority.
Fueled by dedication
Safety meets technology: “When our very precious cargo is people, we do go beyond the industry standards to ensure we do all can to operate safely” said Dan Smith. “We use technology to supplement and support our drivers, and that includes such technologies as Event Data Recorders, Fire Suppression System, and Tire Pressure & Temperature Monitoring System. Our motor coaches are sophisticated vehicles that provide the ultimate comfort and safety for our valued clients”.
Recognition of Excellence This year Royal Coach Tours was awarded IMG’s prestigious Safety Award, an outstanding recognition
Located in the heart of San Jose, California, Royal Coach Tours takes pride in the wide variety of quality vehicles. With a fleet of over 65 Motor-coaches, Specialty Coaches, Minibuses, and Sprinter Vans, Royal has the perfect fit for their clients needs. Royal Coach Tours dedication to our clients is no business strategy it’s our culture.
Back at the Royal garage While not all customers see what happens behind the scene, Royal over many years has built a great facility, over 13,000 square feet, to ensure the highest level of mechanically sound vehicles for our passengers. The Royal team of ten certified and trained mechanics, represent over 100+ year of combined experience. Preventative maintenance is a key component for Royal’s mechanic, with a rigorous schedule in place for inspections. Industry recognition is a hallmark of such commitment to maintenance with Royal’s Director of Maintenance was recently awarded the California Bus Association, Mechanic of the Year.
Green Initiative
Sandy Allen
At Royal Coach Tours we are committed to becoming environmentally friendly, constantly developing new and strategic business practice to promote sustainability. We understand the value of our environment and natural resources , and we have see our outstanding results such as reducing particulate matter (black smoke) by 90 percent; reducing our nitrogen oxide output by 52 percent with the installation of diesel particulate filters in all late model coaches and using Bio-Diesel blends for all motor coaches. We continue to work on reducing our carbon footprint. Our love for employees and our customers - join us and experience our “Royal” treatment. www.royal-coach.com
Dan Smith
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IMG Feature Company Vandalia Bus Lines
Vandalia Bus Lines is today one of America’s heartland leading, privately owned motor coach companies.
It all began in 1932 Over 70 years ago, in the small western Illinois town of Vandalia, a small bus company was started. In 1932 Vandalia Bus Lines, acquired Blue Goose Bus line, which resulted in a fleet of 5 coaches for the local route runs into St. Louis. With the advent of World War II, in 1939, the need for Military transportation rapidly grew. Â To respond to this need, the company moved from Vandalia, to Collinsville, Illinois so the business would be closer to the St. Louis market. In 1949, the company moved to Caseyville, Illinois, where the company is located today, 9 miles east of St. Louis.
From scheduled service to charter In common with many other bus companies, Vandalia Bus Lines over the years, transitioned from a scheduled service operator to charters and then to operating tours. It was in 1963, when the newly-formed BiState Transit Districted acquired the scheduled bus service on the Illinois side of the river that Vandalia began a shift into charter business and acquire more sophisticated equipment.
Streif Bus Service Leon and Judy Streif purchased Vandalia Bus Lines in 1975 and today second generation family members
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continue to run the business. Born in 1933 on a farm near Lebanon, Illinois, Leon worked as an apprentice mechanic after graduation from high school and for several years owned service stations and an auto repair business. In 1963 when Bi-State Transit put several local bus operations out of business, it did just the opposite for Leon. Bi-State did not take an interest in local services; Leon acquired a school bus and provided much needed transportation services for students under the Streif Bus Service name. The school bus business flourished and over the next few years he won multiple school and special education contracts that would eventually see the school bus operation grow to 150 buses.
Nashville – a charter business begins Leon married Judy in 1967 and she soon became active in the bus business. Leon purchased an ex-Greyhound PD4151 in 1970, a vehicle that was already 20 years old, to initially transport student athletic groups. One day, a patron of Leon’s popular country and western bar “Klub 50” said: “Let’s all go to the Grand Ole Opry on Leon’s bus”. In a coach without a lavatory, and therefore many stops, the 350 mile trip was just a short nine hour journey. Leon drove the bus, Judy provided food and a charter business began. With the success of their first tour, the Streif ’s began to develop a tour business around their coach fleet. This success with tours prompted Leon and Judy to purchase Vandalia Bus Lines in 1975.
A family business Today, Vandalia Bus Lines has grown into a first class charter and tour operation serving St. Louis and other areas. The company operates a total of 60 vehicles that travel most anywhere in the United States.
Leon passed away in 1996, leaving the care and management of the business to his family. Members of the family have learned the business from the ground up through the years. Leon’s three sons are directly involved in the company. Dale is the president of Vandalia Bus Lines and he handles the day-to-day operations of the company. Dennis is vice president and also manages company operations. Roger oversees company service and maintenance. Leon’s daughters are also directly involved with the company - Melissa Streif Kaemmerer serves as company treasurer and helps in day-to-day operations as necessary, and Lori Ditzler serves as the company book-keeper. Vandalia continues to grow and be successful with an embedded ethic of hard work and as Dennis Streif, says: “The ultimate factor of our success has been safety and service level. Safety and service is the heartbeat of our company and first class service is what Vandalia delivers – every time. Quality control is a given when all aspects of group travel rests in the same capable hands, and when the end results reflects on the family name.” For more information about Vandalia Bus Lines www.vandaliabuslines.com
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IMG Feature Company Lamers Bus Lines Every morning after stopping by his office in Green Bay, Allen Lamers, president of Lamers Bus Lines, hops in his truck and hits the road. Some days he’ll head north, sometimes south and some days, west. On any given day, he is going to check in with some of the 32 Lamers Bus Lines locations and drop off bus parts. While some presidents of companies this size manage from their offices, that’s not Allen’s way. He prefers to be out on the road, seeing his drivers in their home communities — on their own turf. Currently Lamers Bus Lines has 30 Wisconsin locations, one location in Michigan’s Upper Peninsula and a location in Central Florida, near Ocala and The Villages. Lamers has more than 1,600 employees, most of them working part-time as drivers, either in school bus or motor coach. There are more than 110 motor coaches, more than 1,100 school buses and a few dozen specialty vehicles like trolleys, limousines, limo coaches and medical transport vehicles. Despite the company’s variety and size, Lamers Bus Lines operates successfully and continues to grow because of their commitment to family, community and safety.
Growth and Giving Back In September 1944, the late Lyle and Ellen Lamers started Lamers Bus Lines with one 1936 red, white and blue school bus, which they used to transport students from the Grant School District (now the West De Pere School District) near Green Bay, Wisconsin. From there, the school bus business grew and by the end of the 1966, Lamers had moved off of the farm into their Green Bay corporate office.
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It was around that time that Lamers starting growing beyond their Green Bay area footprint and began expanding into motor coaches. Their first motor coach was an old Greyhound PD 3751. Starting in 1974, Lamers began purchasing new motor coaches, and expanded their fleet by one new bus per year for the next decade. In November of 1980, the Interstate Commerce Commission granted Lamers Bus Lines permission to transport charter bus tours anywhere in the
continental United States, and organize group tours to sell on a per-person basis, which Lamers currently does through Lamers Tour and Travel. Since 1992, Allen and his brother Kevin Lamers — along with their children — have taken over the day to day responsibilities of running the company and the fourth generation of Lamers has started to work at the company as well. The family commitment extends beyond blood relations and is proven by the 265 employees who have been with the company for 10 years or longer. “We’re lucky to have people like that, who are dedicated and truly like members of the family,” says Allen. In return, the company and staff are dedicated to the communities they serve. Since its start as a school bus company, Lamers Bus Lines is dedicated to our local schools and universities and likes to donate significantly back to these institutions. In addition, Lamers regularly donates to many worthy charities and veterans organizations. Everyone at Lamers recognizes the need to give back and is encouraged to recommend ways to do so.
Focus on Training and Safety Lamers Bus Lines has a unique measure of training to keep drivers up-to-date. The mobile driving simulator coach is a classroom on wheels that Lamers Bus Lines can bring from terminal to terminal to train new drivers to be confident behind the wheel before they even turn the key to an actual bus or motor coach. They will also use it to refresh driving skills without putting drivers, passengers or vehicles at risk. “The simulator really helps us enforce and ingrain the SIPDE process with our drivers,” says Lamers Safety Director, Ed Shoning. SIPDE stands for Scan, Identify, Predict, Decide and Execute and is the basis for driver training at Lamers Bus Lines. The simulator coach can replicate thousands of driving situations from snowy or icy conditions, to driving with a flat tire or having mechanical issues with a bus. Running simulations of these scenarios gives drivers a chance to practice how they would handle a situation long before they experience it, if ever. “To date, we have trained more than 1,500 drivers in the simulator coach since 2011,” says Shoning. Lamers Bus Lines is used to being a leader in safety and in 2012 received the IMG Safety Award. “We’re very happy and proud to be a part of the IMG family,” says Allen Lamers.
The Future As Allen heads back home at the end of another day on the road, he looks towards the future and the new Lamers terminals he will have to add to his weekly route. Lamers Bus Lines is set to grow again next year and well into the future. And with this continued growth, Allen says he will remain focused on the family values that have gotten the company where it is today. It’s been a ride far beyond expectations so far,” Allen says, “but we’re always there to help our community, customers and fellow IMG members.”
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IMG Feature Company Pacific Western Transportation
It was back in the mid 1950’s when Robert B. Colborne the founder of what is today the Pacific Western Group of Companies, developed an interest in the bus industry, when he began selling school bus bodies from his GM Dealership in Wetaskiwin, Alberta. In 1957, R.B. purchased a modest school company in Red Deer, Alberta and the rest as they say is history. Today, the Pacific Western Group of Companies is the largest privately-owned passenger transportation company in Canada, offering a comprehensive range of transportation services and solutions across the country.
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Throughout its history the Company has prided itself on its ability to respond to the needs of clients by offering innovative transportation solutions while building a very unique history of service and performance. As Diversified Transportation, early growth and success was found in employee transportation. In the early 60’s when the Oil Sands were being developed in Fort McMurray, Alberta, Diversified initially leased buses and power generation equipment to contractors. In 1964 Diversified pioneered employee transportation for construction workers from the
camps to the Great Canadian Oil Sands plant site (GCOS). In 1967 this became a daily Employee Transportation Service for Oil Sands’ employees and still continues on today. Growth continued around employee transportation and companies such as Syncrude and Shell requested similar services for their businesses. Diversified was now well established as the leader in employee transportation services. In 1979, R.B. introduced Red Arrow Motorcoach. His vision was to build and operate Alberta’s first intercity business class passenger service making it accessible for everyone. Today Red Arrow operates daily scheduled services throughout Alberta. In the 1970’s and 1980’s, Pacific Western Transportation Charters traveled the continent taking groups to California, Florida and all points in between pioneering charter services from western Canada. In 1989 the company purchased Simcoe Bus Lines and began operations as Pacific Western Toronto specializing in charters for a broad range of clientele including international and domestic tour operators, schools, business groups, convention planners, and government agencies.
Today, headquartered in Calgary, Alberta, the Pacific Western Group of Companies is led by President & C.E.O. Michael Colborne. “Our value proposition ‘Safely Home’,” notes Colborne, “represents our deep conviction to Safety and it is the ultimate promise we make to each other, to the communities where we operate, to the public and the customers that we value deeply. What also distinguishes the Pacific Western Transportation brand is that we deliver exceptional service and exceed customer expectations in every community we serve”. Due to the geographical location of its operations and business lines the Pacific Western Group of Companies has evolved to become a diverse transportation company throughout Canada. R.B. Colborne’s values, leadership, vision and extraordinary confidence in the Company’s people not only shaped its success but also defined how the business is operated. Pacific Western Toronto has been the proud recipient of the IMG Operator of the Year and the IMG Safety Award. http://www.pacificwesterntoronto.com
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IMG Feature Company ALL ABOARD AMERICA The roots of ALL ABOARD AMERICA! are not in the fertile backdrop of a scenic wonderland or the fluid nature of a major metropolitan area. Instead they are found in the deserts of west Texas and southern New Mexico. These are the locations where travelers needed to go just a bit farther west in Texas and miners needed to make the daily trek to the potash mines in New Mexico. Back then, pot belly stoves in the bus kept miners warm but it also may have risked a week’s wages as they gathered around for a card game. Or in the wide open remoteness of the desert, a parts inventory consisted of key replacement parts strategically hidden at locations along the road only known by the driver. We still run many of our miles in the same places we did starting in 1936 but today our commuter passengers hardly flinch when a quick winter storm encroaches on their ride into Santa Fe and we certainly don’t have any A/C compressors carefully hidden in the desert for our drivers.
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Today In creating today’s transportation solutions, we are more apt to use our fleet of over 100 coaches, fully equipped with the newest features available, to make our guests comfortable despite the conditions outside or the length of the road ahead. Today, our guests are more likely to be board members gathered around flat screens in the coach for a laptop presentation of their company’s latest venture. The WiFi now keeping them in touch with their home office while travelling through the desert to their newly completed solar farm! Today’s competitive battleground is in finding ways to exceed our customers’ expectations of Safety and therein build a high level of trust, confidence and a recognition of our ability to provide a consistently elevated level of customer service. Our family of 232
employees recognizes their roles and contributions in this process and work hard to do their part in creating a successful customer experience that brings our customers back time and again.
Family Business Jack Wigley is a third-generation family member at the helm of ALL ABOARD AMERICA! along with his brother Jayson. He is proceeded in the company by his father, Jack L. Wigley and his mother, Coradene. Coradene’s father, Henry T. Page, founded Page Way Stage Lines and the Potash Mines Transportation companies in 1936. While Jack tells stories of starting out washing buses, we do know that his father started with the company driving to potash mines in 1957 and his mother ordered one of the first new buses for the company after the war, a GM TGH3102. Today, we have locations throughout 3 states with offices in Santa Fe, Midland, El Paso and Phoenix. Between locations, our diverse business segments include servicing: over the road tours, corporate groups, churches, schools, commuter routes, university intercampus shuttles, local and regional charters, scheduled casino routes, custom tours and military moves to name a few.
Management Keys Jack says “Our success is the result of assembling a very dedicated group of professionals, in all levels of the company, who have continued to build on the foundation of previous generations” “Our key managers are accountable to their departments and areas of responsibility. They also
serve on our Management Board weekly, to ensure effective communication between departments.” “Having high quality decision makers in various positions of the company is an absolute necessity and making decisions is the key. A decision is better than no decision always, make 80% of them right and admit to and fix the 20% that may be wrong.”
Diversification Expanding our contract business over the years has always been a top priority as we diversify our company. Our contract renewal rate is extremely high, mainly due to the responsiveness of our team and their commitment to a high level of customer service. Our customer service feedback consistently receives 99% satisfaction. Our current standing with Federal Motor Carrier and Better Business Bureau reflect our overall dedication to our business. We do what we say we will do!
Values from the Past; Vision for the Future In the early years, the challenge may have been to just get from A to B. Today, it is the complete experience. It now includes a balance of old-fashioned person to person contact on the one hand and technology on the other. It is a live person on the telephone and the genuine smile of the driver as they greet the group as well as social media, smart phones and collision avoidance systems. ALL ABOARD AMERICA!’s emphasis on Customer Service, Safety and Maintenance paves the way for our customers to worry less about getting there and focus on the experiences along the way. www.greenazine.com
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IMG Feature Company Anderson Coach & Travel
On the first day of school in fall 1937, a young OD Anderson transported his first group of school children to a one-room schoolhouse in Mercer, PA. After unloading the children, OD went inside to introduce himself to the teacher and confirm dismissal time for the day. The teacher was a beautiful young lady named Dorotha Elder, and it, too, was her first day of teaching. From that moment on, OD and Dorotha formed an unsurpassed love for both each other and the busing industry. In 1948, As the need for school busing services grew, the Anderson’s moved their family and company to its present day location at One Anderson Plaza,
Greenville, PA. That same year they purchased their first motorcoach – a 1948 GMC for $13,000! Over the next several years, the Andersons dabbled in a number of business ventures but none were as near to their heart as buses. In 1957 OD and Dorotha made a total commitment to the bus industry. The company grew with the addition of retail tours in the late 1950s, a part of the business still going strong. Anderson offers pre-planned tours from oneday getaways to a month-long excursion to Alaska via Canada every few years. OD pioneered the first Alaska trip in 1966, before parts of the last American frontier even had paved roadways! Popular destinations for current tours include: New York City; Washington, D.C.; Branson, MO; Mackinac Island; Lancaster; and New England. Today, the company thrives under the leadership of President Doug Anderson and Vice President Sue Anderson Nicklin, OD and Dot’s children. Proudly named IMG’s Motorcoach Operator of the Year in 2011, Anderson currently employs nearly 300 associates, operates 42 motorcoaches, 150 school buses and a small fleet of vans and passenger cars. The company provides clients in northeastern Ohio and Northwest Pennsylvania with Charter Coach Services, Individual Tours, Group Packages and more! Staying true to our roots, Anderson continues to transport children in two local school districts to school safely each day! Decades later, people still fondly remember their childhood trips with OD as their school bus driver. As the business grew, OD continued to be active behind
the wheel, logging 4 million miles on the road before he passed away in 1990 at age 74. His commitment to family, country and a love of traveling set a shining example for his family and everyone who knew him. In 2013, the Anderson organization lost matriarch Dot Anderson, who passed away at age 96. Her lasting influence is still felt daily at the Greenville office where she worked tirelessly for decades. Mrs. Anderson would be proud of the growing role Anderson plays in transporting our most precious cargo to and from school and activities. The family foundation has set up scholarships in the region in her name so she is still helping young people further their education. In addition to fostering a love of travel and learning in everyone they came in contact with, Dot and OD also shared their passion for the bus industry with their children, all of whom grew up helping in the family business. Karen, Lyle, Sue Ann and Doug have all held different responsibilities within the company. From cleaning and mechanical duties to driving and administration, the Anderson children knew the definition of hard work and dedication. Those values move forward in the Anderson family, as a new generation recently joined the company. In
2013, Anderson welcomed Ryan Nicklin behind the wheel, literally! In spring of 2015, Doug and Lori Anderson’s son Evan Anderson graduated from the intensive Anderson Motorcoach Training program and serves as an operator for the company. Mr. Nicklin, son of Vice President Sue Anderson Nicklin and husband Darrell Nicklin, was named Director of Risk Management and Human Resources. Mr. Nicklin has brought a considerable amount of talent to the organization behind the scenes and out on the road. Until now, his abilities took him to the skies rather than the open road. A 2001 graduate of the U.S. Air Force Academy, Mr. Nicklin spent 12 years in the Air Force as an A-10 pilot and Air Liaison Officer. He served overseas assignments to Korea twice, Iraq once and Afghanistan twice. The Anderson organization is very proud to welcome Ryan home and thanks him for his years of service to our great country! Throughout our 78 years of service, the Anderson commitment to providing superior travel experiences has not wavered. We look forward to safely transporting guests across beautiful North America for many decades to come. www.GoAnderson.com
IMG Feature Company Young Transportation… Living a Family Legacy!
Always a servant’s heart, T. Ralph Young, Sr. obliged his crew’s request to visit the Chicago World’s Fair in 1933. With makeshift seats fastened in the back of a truck, Young, Sr. and his crew began their 650 mile journey to Chicago. There was never an intention of creating one of the leading transportation companies in our area. There was only a simple need, and a willing desire to fulfill that need. This unique ability and courage to take risks and adapt to the specific needs of their local community are rare traits that have been passed down through the company’s three (3) generations. I recently had the opportunity to sit down with Young’s Executive Team. Still making a positive impact in the lives of his team, T. Ralph Young, Jr. is not involved in the daily duties of the business he bought from his father in 1960, but he is still at the office each day, because it his passion. “We are more than a family business”, says company’s Chairman Emeritus, T. Ralph Young, “we are a family!” “Every employee is important, and every employee plays a vital role in our success. We could not have had the good fortune we have had without everyone’s commitment and hard work.” The leadership of the company is now held by the third generation. President, Tom Crouch, is grandson of the Founder, and nephew of T. Ralph Young, Jr. CEO, Hank Garbee, is the son-in law of Young, Jr. Today, Young Transportation operates over 50 vehicles throughout the United States and Canada. Young employs over 100 people that serve in many capacities supporting the Charter, Tour, Receptive and 18 www.greenazine.com
Destination Management Divisions. In the mid-90’s Young’s purchased eight acres of land and constructed a 21,000 square-foot facility, allowing for continued growth.
Historical Timeline: 1933 - T. Ralph Young, Sr. launches his first tour to 1933 Chicago World Fair (in a truck with makeshift seats) 1940 - 1950’s – Line runs between small cities in Western NC (serving mill workers)
1960 – T. Ralph Young, Jr. (Current Chairman Emeritus) continues the business tradition, after his father’s passing
1970’s – The first motor coaches were purchased and Young’s charter operations began
School Bus Contracts for Asheville City Schools
1975 – Young Transportation is incorporated 1978 – Tom Crouch (President) joins Young Transportation after graduating from Wake Forest University 1982 – Began offering shuttles to Knoxville World
Fair
1995 – Completed construction of 21,000 SF building (located on 8 acres), complete with offices, training room, and maintenance facility. 1997 – Hank Garbee (CEO) joins Young
Transportation, after a successful banking career
1998 – Joined IMG, allowing the company to meet
industry leaders, providing valuable wisdom, and a better understanding of best business practices
1999 - Through IMG, Young Transportation joined their first 20-Group 2004 - Transformed the 3rd floor of their facility into the “T. Ralph Young, Jr. Training Center” and hired their first full-time Safety Director 2007 - Named IMG Operator of the Year 2008 - NC Family Business of the Year 2013 - IMG Spirit Award
Company Values: In today’s world, words like INTEGRITY, TRUST, HONESTY, DEPENDABILITY, RELIABILITY, and LEGACY are often overused, and have somehow lost their true meaning. Let me assure you, at
Young Transportation, these words are not taken lightly. In fact, they are embraced and cherished as their company mantra. “We value our employees and customers, and understand the importance of strong relationships built on trust and integrity,” stated Tom Crouch, President. “Our primary goal is to be a good and responsible steward to all that we have been entrusted to. Providing a positive work environment and local job opportunities for our community is important to us. We believe that every driver, maintenance technician, and office employee is a direct reflection on the integrity and values that T. Ralph Young, Sr. exemplified when he made that historic trip to Chicago in 1933,” said Hank Garbee, CEO.
Our Legacy: It is evident that Mr. Young’s legacy is alive and well in the lives of today’s Young Transportation team. When asked what keeps their team ahead of the curve, Tom’s unbridled enthusiasm shined through. “We feel blessed and so very fortunate to have the ability to be a part of groups like IMG and other Industry Associations. Through these relationships, we have the ability to learn ‘best practices’ from some of the best in our industry.” Mr. Young, Jr. said, “Our story is familiar with most of the other successful businesses in our industry. Every great business leader takes risks. Some of our risks have paid off, while others have gone bust. It’s important for us to remember that ‘change’ is the only constant, and we will learn more from our challenges than we ever will in our victories.” www.youngtransportation.com Article by Kevin B Jones, Elevation Living
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IMG Feature Company
2015 IMG Operator of Year: At IMG’s Strategic
Alliance Meeting (SAM), Starr was awarded the prestigious Operator of the Year. Selected by previous winners, Alan Glickman proudly accepted the award on behalf of the Starr team. The history, service, and leadership to the industry and overall commitment to customer service excellence are a true reflection of this outstanding company.
Beginnings It was 1947 in Trenton, New Jersey when Gilbert (Gil) Sussman purchased a small bus company named Motor Transport from his soon to be wife Shirley Starr and her two brothers. Shortly thereafter, the company was officially renamed Starr Transit Co., Inc. The company began out of a small garage with two transit buses that provided route service between Trenton and Hightstown, NJ. Throughout the 1950’s and 1960’s, as air-conditioning and on-board lavatories became available options on coaches, the company modernized and grew its fleet. The advent of the New York World’s Fair brought tremendous growth to the company as the demand climbed in leisure retail travel. Capitalizing on the success created by the World’s Fair, Starr focused on building its tour business to include multi-day and individual day tours to destinations throughout the United States and Canada. In 1965, the company moved to its current (larger) location in Trenton, NJ. Upon Gil Sussman’s passing in 1969, the company’s helm passed to his wife Shirley, son Mitchell, and sonin-law Alan Glickman beginning the reign of Starr’s second generation. As the the motorcoach industry was revolutionized with the emergence of the Atlantic City casinos in the 20 www.greenazine.com
1970’s, Starr Tours quickly became one of the largest operators of daily excursions to Atlantic City. Throughout the 1980’s and 1990’s, the company expanded its brand with the introduction of fly and cruise vacations and was on its way to becoming one of the largest family ownedmotorcoach tour operators in the mid-Atlantic region offering daily excursions and vacation trips. Despite a tumultuous start within the first decade of the 2000’s, Starr persevered and relaunched its website. Beautifully showcasing its tours and services, the new website was one of the first in the motorcoach tour operator industry to advance technology and offer on-line booking. In late 2008, after 60 years in business, the decision was made to drop “Tours” off the company name and be formally called “Starr.” Subsequently, the Tours and Transit Divisions were consolidated and relocated under one roof at the newly renovated Trenton headquarters. This timely consolidation of
divisions significantly reduced operating costs, and greatly improved departmental communication and efficiencies among the Dispatch, Sales and Operations groups.
success. Operational leaders, Dan Quinter, Director of Maintenance and Starr’s service center together with Rob Graff, Director of Transportation round out Starr’s team of fine management.
In 2013, the Starr Bus Repair and Maintenance service center was established offering complete equipment maintenance and repair service to other companies. The service center has been a successful brand addition to Starr, fully utilizing the company’s on-site maintenance facility and staff of mechanics.
Now
Leadership and Staff Starr’s CEO, Alan Glickman, serves as the Chairman of the Strategic Safety Committee for the American Bus Association (ABA). Alan’s focus is on developing, reviewing and directing ABA’s strategic safety goals and initiatives which he proudly incorporates into Starr’s culture. “Our steadfast commitment to safety and customer service is a way of life here at Starr”, says Alan. “Every employee is dedicated to ensuring that all passengers and vehicles reach their destinations safely and comfortably. Our equipment is maintained on-site by our own trained Mechanics. Our Drivers are held to the highest possible safety standards and undergo rigorous training and re-training programs, and have received numerous industry awards for safety and recognition for superior service”. Alan’s daughter Sandy Borowsky, VP of Marketing and Tour Services along with Starr’s team of key senior management professionals; John Gillispie, President/COO; and Shane Lauler, VP of Sales work closely together to ensure Starr’s continued
Today, Starr’s 132 dedicated employees, many with well over a decade of tenure, have contributed substantially to its success and continued growth in customer satisfaction and loyalty. Starr provides services in the southeastern Pennsylvania, New Jersey and Delaware areas. The company has grown to provide bus services and packaged tours to over 100 destinations worldwide. In addition, Starr’s Charter Division has grown substantially providing transportation fulfillment, tour and convention shuttle services, group tours, and transportation services for a multitude of special events. As a founding member of IMG, Starr is extremely honored to have been awarded the IMG prestigious “Spirit Award”, and today is the proud recipient of the IMG 2015 Operator of the Year Award.
The Future “Reaching into our third generation of ownership, Starr will continue to build upon its solid reputation and success built over the last 68 years”, says Sandy. “We are committed to exceed customer expectations by providing the highest level of safe, quality transportation and vacation experiences, while offering exceptional value and service”. www.starrtours.com
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IMG Feature Company
Berlin. Pop sold his 1939 Ford Superior body school bus to Ed when he retired in 1949. Ed, along with cousin Mike Tolomea, would go on to form D&T Transportation (DeVivo & Tolomea Transportation). They built their first bus garage on the farm in Berlin in 1950. This was just the beginning of a blueprint for DATTCO’s story.
Our Story Down on a dairy farm in Berlin, CT in the 1940’s, Ed DeVivo decided to take a side job to earn a little extra money. He began working as a spare school bus driver for Pop Chicowski, an independent contractor who owned one of three school buses for the Town of
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In the 1960’s, things really started picking up speed for DATTCO. DATTCO purchased MASTCO – a company that operated local transit buses and charter coaches in the greater New Britain area since it was founded by Helen Muter and Dominic Soccoli in 1924. Tolomea retired, selling his share of the business to Ed DeVivo and his brother, Lou. Ed and Lou changed the name to the current acronym DATTCO, which still stands for DeVivo and Tolomea Transportation Company. After purchasing three used motor coaches, DATTCO (still D&T Transportation then) provided service to the World’s Fair in New York City and the
small company began to make its mark in the motor coach business! Over the next 50 years, DATTCO would go on to experience significant growth. DATTCO purchased new vehicles, won new school bus contracts, and expanded into three different departments: Coach & Tour which provides athletic transportation, university shuttle and transportation services, trip and tour service,and transit and commuter services; School Bus Transportation, which provides transportation for children in 29 Connecticut school districts; and Sales & Service which provides vehicle sales, heavy duty parts sales, in-house training programs, technical and auto body services, and Thermo King services under our Thermo King Northeast division.
Our Buses, Our People, & You Here at DATTCO, we think our slogan really says it all: Our buses, our people, and you. Our big, red coach buses have become an icon over the years in southern New England and we want you to hop aboard and enjoy the ride with us. Here in our little nook, perfectly situated right in the middle of New York City and Boston (as us Connecticuters like to point out), we get to drive folks into South Station in Beantown everyday. We get to drive the greatest baseball fans in the world to Yankee Stadium and Fenway Park all season long. We are proud to be a part
of our community here in central Connecticut, where we have had the honor of being the official carriers of the University of Connecticut NCAA Women’s and Men’s Basketball National Champions, our legendary and beloved Hartford Whalers, and our own local New Britain Rock Cats and Hartford Wolf Pack.
Still a Family Business In many ways, DATTCO is far from the farm in the beginning of our story. We have grown tremendously; we’ve added people, services, and departments over many, many years. But this is still a family business – we are still family-owned and -operated.Being a part of DATTCO truly is like being a part of a big family. We still strive to provide impeccable service to our patrons. We are still headquartered out of New Britain and the DeVivo farm, just a town over in Berlin, CT, remains the DeVivo farm. So much has changed, and yet so much remains the same.
Note: Lou DeVivo, President and co-founder of DATTCO passed away on Sunday, August 23, 2015. He will be dearly missed. The DeVivo family, and all of us here at DATTCO would like to express our gratitude for the outpouring of support and condolences from the industry during this time. Thank you.
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IMG Feature Company STARLINE LUXURY COACHES / WHEATLAND EXPRESS
History Gladys Gillis, CEO and Becky Pritchett, President, are the founders of Starline Luxury Coaches located in Seattle Washington. They began their endeavor in 1998 and since have grown to be leaders in the motorcoach industry. Starline Luxury Coaches was founded to take advantage of a need in the market for women-owned businesses, and the company’s first vehicles were used for non-emergency medical transportation. Over time Starline has expanded its services to include corporate shuttle and charter services. Today, the company has 70 vehicles making Starline Luxury Coaches one of the largest womanowned business enterprises in the Pacific Northwest.
Starline Luxury Coaches has made a strong commitment to reducing the environmental footprint of its fleet and facilities. Starline chose to build their building out of recycled steel and lay it out on the property to align with the track of the sun. This allows the ability to increase the capture of ambient light and heat. There are a number of other environmentallyfriendly initiatives, including upgrading the power to three-phase power and installing a rainwater harvesting system. This installation includes a 3,000-gallon holding tank underneath the parking lot that captures the roof rainwater, which the company uses to wash its buses each night. Starline also installed a CleanBurn Waste Oil heater that is used to heat the shop facility.
Many of Starline’s team members have been with them since the beginning in 1998! Tina Thompson was the first Starline driver and has now grown with the company through the ranks of dispatch, Operations Manager, H.R. Manager and Safety Manager. Kathryn Ford started as a driver with Starline in 2001 and has chosen to grow with the company first in the operations department and then moved on to the Sales department where she provides excellent service and training. Starline is committed to providing not only jobs, but career opportunities for employees that express an interest. Besides the terrific team at Starline, their biggest advantage seems to be the variety of services they offer. They are proud of their ability to “Right Size” the coach and thus the budget for their clients. The company’s fleet of vehicles includes 40, 47, and 56 passenger luxury motorcoaches, 31, 32 and 36passenger executive coaches and 16 – 23 passenger minibuses gives Starline the capability to serve virtually any customer for any kind of need.
In 2012, Starline Luxury Coaches expanded to the eastern region of Washington State with the purchase of Wheatland Express. The main focus for Wheatland Express is serving Pullman, Spokane and now the Lewis and Clark Valley in Idaho. This area is the proud home of Washington State University, the University of Idaho and Eastern Washington University. This branch serves the needs of the community with a daily Airport Express Shuttle to and from Spokane. In addition, they have introduced a Weekend Express product that allows students and other travelers to ride to Seattle on a Friday and return to the east side on Sunday. The real beauty of the Wheatland east side business is the fact that it marries well with the Starline, west side business. Wheatland slows down in the summer when the colleges and universities go on break. The synergy comes from excess coaches being relocated to Starline in the summer and Starline augmenting Wheatland’s peak when schools start up again.
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Industry involvement Starline’s commitment to adding value in all they do drives a broad spectrum of industry involvement. CEO, Gladys Gillis has long served on the United Motorcoach Association (UMA) Board of Directors. She represented the northwest region on the FMCSA Charter Rules Joint Rulemaking Committee. As a charter member of the Motorcoach Marketing Council she has spent 8 years helping to improve the marketing skills of her colleagues in the industry. Gillis encourages all operators and their key managers plug in to their local political scene and try to send at least one person to the UMA DC Fly-In each year. “The company you save...may be your own!” Becoming a member of IMG, the International Motorcoach Group in 2010 has expanded Starline’s networking abilities. Company President, Becky Pritchett says she is proud to be a member of IMG and benefits from the vast knowledge base the IMG group represents. “Being part of an elite group in this market truly ties you into a brotherhood. (or ‘sisterhood’ as the case may be!). IMG is a group which stands for what it believes in, setting standards in the industry that gives quality assurance to those who choose to travel with us.”
Working “ON” the Business The Starline & Wheatland teams had a chance to attend an ‘offsite retreat’ in February 2015 that the company hosted for 3 days in beautiful Victoria, BC. The retreats are designed to get the crew away from the business and focus on personal development as well as business development. Starline uses tools like the Meyers-Briggs test and other temperament sorters
to help team members identify their own preferred style and learn about one another and how they can better work together. This individual awareness skill development is then parlayed into teamwork exercises. With a strong team using newly honed skills the team then moves on to tackling business issues and complete an analysis of our company strengths, weaknesses, opportunities and threats. All of that work is culminated in the building of an action plan that drives company initiatives for the upcoming year. Gillis says, “Everyone seems to love it and we love getting a chance to engage them away from work when everyone has time to have fun, listen and think outside the chaos.”
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IMG Feature Company Peoria Charter
In 1941, Walter Winkler had an idea to improve transportation for his friends, family and co-workers. Some say it came to him in a dream and some say that his background as a farmer in Central Illinois gave him a knack for fixing any issue that he found. Either way, Winkler saw an opportunity to improve the livelihood of his fellow people in the Lacon-Spring Bay area. During this time, the United States was battling in World War II. About 40 miles from Walter’s hometown, Caterpillar Inc. in Peoria, IL was manufacturing many of the military machines to help win the war. War rationing for gas began soon after entering the war and everyone began riding together and pooling their gas rationings to travel to the Caterpillar factories. Walter envisioned a way to have many more than just 3 or 4 people ride together; he was picturing a larger mode of transportation. Bound by the idea that a bus would provide his community a great service, Winkler knew what he had to do. The only questions he had was how to raise the money for such an expensive piece of equipment. Walter approached his sister, who owned a local chicken egg farm, and asked her for a small loan to get started. Knowing Walter’s work ethic, his sister put together as much money as she could to loan him, but he was still short on the funding he needed to acquire his first bus. Winkler decided that he must take a leap of faith, and he traded in his family car to cover the outstanding funds. On this date in 1941, “Spring Bay Lacon Bus Company” officially began operations. The company continued to grow their line run and Walter saw another opportunity to serve not just the community, but his Country. Winkler began transporting United States Defense Workers and Military Personnel. He was beginning to learn that putting the needs of the community first will result in profitability. Around the time that World War II was coming to an end, Walter’s wife, Clarice Winkler, gave birth to two sons, Roger and Stan Winkler. The brothers were extremely involved in the bus operation from day one. Roger and Stan would come home from school to clean and service the buses of their families’ business. By the time they graduated high 26 www.greenazine.com
school, they wanted nothing more than to join their father and turn the company into a family-business. In 1978, after working in almost every area of the company, including driver, technician, cleaner, and office personnel, Walter stepped down and the two brothers became partners and second generation owners of the Winkler Family. Stan focused on the office work and Roger became a handson expert in the mechanical department. To this day, technicians still speak of the “magic touch” Roger had with the buses and his ability to perform any repair. The company soon out grew the small metal garage in Lacon, and the facilities were moved to Peoria, IL. The name of the company was changed to the better-known, “Peoria Charter Coach Company.” The company did not forget their roots in the small farm town of Lacon, IL. Peoria Charter has been a wonderful sight at the Annual Lacon Parade for many years. Roger’s wife, Velda Winkler, was instrumental in the company’s expansion. Her desire to put customers first and ensure every customer was completely satisfied resulted in innovative marketing that was not even taught by Universities until years later. In the 1950’s the Company added school bus service, and Velda began driving school buses and was the favorite driver of many children. Velda and Roger’s great chemistry together created a group of people who wanted the opportunity to travel by bus with them. They would offer all their friends day trips to go see a play or a ball game. The community loved this concept and recommended it to everyone they knew. This turned into an entire department of Peoria Charter Coach know known as Peoria Charter Travel. This portion grew so large that in 1988 the Annual ‘Winkler Trip’ was accompanied by the entire fleet of 25 buses! Today, the department is still operating bus tours for many travelers who love to tell stories about trips they enjoyed with Roger and Velda. Steady growth has been found in the International and
Domestic packaged tours. By partnering with some of the best travel companies in the county, Peoria Charter Travel is able to offer trips to almost any destination at the lowest price. Many of these tours do not even involve stepping on a bus. In the Central Illinois community, Peoria Charter has become known as, “Group Travel Specialists.” During the 1980s, Caterpillar Inc. grew to be one of the largest customers at the company. A tough economic time caused CAT to cut 40% of employees. This directly affected the Peoria economy. The Winkler’s had to work twice as hard and earn half as much. However, hard work was not unusual for Stan and Roger. Walter Winkler had instilled in his children the same work ethic that he used to found the company. With the Peoria bus rental market demand dwindling from down economy, Peoria Charter was thought to only have a couple years left to exist. Roger and Stan went back to their roots and had an idea very similar to the one Walter acted upon. With Peoria being the largest downstate city in Illinois not connected to rail transportation, a daily bus shuttle between Peoria and Chicago would fulfill a need of the community. A recent Government deregulation finally allowed this to be a viable option. Roger and Stan were first movers at this opportunity and began a daily line run that would continue for another 35 years. The daily line runs performed by Peoria Charter Coach has become a staple of the company and a constant reminder of Walter Winkler’s ‘fill the needs of the community’ mentality. The company now operates four daily buses from Peoria and Bloomington Normal to Chicago and eight daily buses from Champaign to Chicago. By adding a 24 hour call center and customer friendly policies, Peoria Charter is thought of as the friendly way to travel from Central Illinois to Chicago. In 1990, Stan Winkler decided to retire from the company and sold his shares to Roger and Velda Winkler. At this time, their son, Bill Winkler, was entering the working world with a CPA Degree from Florida Southern University. They reached out to Bill about joining the company. Since a little boy, Bill had been a part of the company, and it was an easy decision for him to jump at the opportunity to join the family business. Bill became the third generation of the Winkler family to join the business.After Bill joined the company as Comptroller, it became clear that in order to grow, they must increase their market share of the local Universities transportation. The Winkler’s looked at the business between the Universities and Peoria Charter as a true partnership. Many of the University coaches could look in the stands at any of their games and spot the owners, Roger and Velda, sitting in their season tickets cheering the team on. Peoria Charter also began offering weekend shuttle services for the University students who are from Chicago to ride home. This had unexpected results that assisted in the rapid growth of the company during the 1990s. By selling students tickets on the buses, the universities received great assistance from Peoria Charter
and it strengthened the partnership; unexpectedly, business saw an increase from those very students chartering the buses at their newly acquired jobs after graduation. In 1998, the Company expanded its facility to double its size. Bill and his wife, Cindy, continued to grow their roles at the company. Cindy was in charge of Marketing and worked with Velda to plan group trips. Late 1999, Roger and Velda sold the majority right of the Company to Bill and Cindy Winkler. At this time, Peoria Charter employed close to 100 people with a fleet of 48 motorcoaches. The company saw record growth and profits until late 2008. The economic recession was an extremely difficult time for all bus companies. Through wise financial planning and conservative decision making, the company was able to push through this difficult time and still sustain growth. A new facility was built in Champaign-Urbana, home of the University of Illinois, which is able to house 24 buses. In 2014, Bill and Cindy Winkler’s son, Jake Winkler, joined the company as the fourth generation of the family. His expertise is in Social Media Marketing and Outside Sales.Full multi-year contracts were locked up with the University of Illinois and Illinois State University, two of the largest schools in the state. The fleet has grown to 63 buses between the two locations. Peoria Charter annually carries 500,000 passengers over 4 million miles. The majority of travel is though charters(70%)and the remaining is made up of scheduled line runs (30%). The bus industry is filled with ups and downs. At Peoria Charter, the work culture reflects very similar to the one Walter Winkler started in 1941. Work hard and put the needs of the community first, and profits will follow. Every employee is known as “part of the Winkler family.” When asked how the company has achieved such steady growth over 75 years, Bill Winkler said “We care about all our people. Their work ethic is high and in turn they treat our customers accordingly. And we don’t just hire anyone. We believe in seeking those who will treat others with the highest respect. We can always train drivers – that’s why we have a full-time Safety Director – but we can’t train people’s attitudes. Our customers don’t always know who I am, but they definitely know our professional drivers.”
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