American Towman Magazine - October 2018 by dortiz-towman

Stocking Your MD Workhorse Labor Day Motorcoach Cleanup Improve Your Scene Lighting

T&W Garage and P.E. O’Halloran 24-Hour Road Service both sent rotators to lift an RV over the guardrail off I-95 in Maine.

AT EXPO’s Official Program pages 59-90 Departments The Walkaround . . . . . . . . . . . . . .6 News Share . . . . . . . . . . . . . . . . .8 Road Tools . . . . . . . . . . . . . . . . .10 Tow Engineer . . . . . . . . . . . . . . .22 Ad Index . . . . . . . . . . . . . . . . . .34 Tow Boss . . . . . . . . . . . . . . . . . .44 Tow Manager . . . . . . . . . . . . . . .48 Seminar Spotlight . . . . . . . . . . . .92 Tow Boss . . . . . . . . . . . . . . . . . .96 Repo Run . . . . . . . . . . . . . . . . .114 Towman’s Market . . . . . . . . . . .118 My Baby. . . . . . . . . . . . . . . . . .120 Low Down . . . . . . . . . . . . . . . .122 Adventures of A.T. . . . . . . . . . . .129

FEATURE CONTENTS

Towing in the Gray Area Some tips to consider when it’s time to outfit your medium-duty trucks. by Paul Stephens

Holiday Weekend Wrecked T&W Garage spearheaded the recovery of an RV and all its towed contents on Labor Day weekend. by Mike Tozier

Shine On There are four things to consider to make your truck and your scene more visible to motorists. by Chris Anderson

Loader Shifted, Lifted Gene’s Towing sent out the heavy cavalry for a 65,000-lbs. loader gone askew. by Jim “Buck” Sorrenti

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Spirit Ride The Spirit Ride heads into the homestretch and into Baltimore. by Steve Calitri

Work the non-traffic side–Stay Safe!

AMERICANTOWMAN.COM - October 2018 • 3

The Big Three-Oh! by Dennie Ortiz

Are you ready to enjoy a big celebration? It is always with much anticipation that the industry looks forward to each November ’s American Towman Exposition in Baltimore, and this year’s 30th annual show is no exception. We always go big in Baltimore, so you can imagine the special celebrations we have planned for this noteworthy anniversary year. Each of our

After speaking with a former state legislator on the exhibit floor at the AT ShowPlace-Las Vegas this spring, our discussion lead up to the importance of towing business owners having greater access and input into laws that may impact them directly. This year in Baltimore, the Academy will feature a “Working with Legislators” conference, which will include a panel that involves a government affairs specialist along with towing association leaders that are

Dennie Ortiz Steve Calitri Brendan Dooley Charles Duke Randall Resch Terry Abejuela Jim “Buck” Sorrenti David Kolman Bill Simmons Emily Oz Mark Lacek

Publisher Editor-In-Chief Editor Senior Editor Operations Editor Field Editor, West Field Editor, Northeast Chassis Editor Safety Editor On Screen Editor Repo Run Editor

Editorial Board Tommy Anderson Roy Carlson Debbie Collins Belinda Harris Bill Johnson Ron Mislan Kurt Wilson

Dallas, Texas Saint Paul, Minn. Las Vegas, Nev. Greensboro, N.C. South Hadley, Mass. Warren, N.J. Creve Coeur, Ill.

American Towman Staff Ann Marie Nitti Dennie Ortiz Ellen Rosengart Norma Calitri Jimmy Santos Toni Vanderhorst Henri Calitri Patrice Gesner William Burwell Peggy Calabrese Ryan Oser Emily Oz Steve Calitri

signature events, such as Miller Rocks Bull & Pig Roast at the Hard Rock, the Calitri’s Cuba Smoker, and Festival Night will have extra zing! Significant to the Tow Boss, as always, is the American Towman Academy, which has a lineup of important seminars and a variety of topics to help your business grow. While Towers are excited about AT Expo’s scheduled events, mini clinics and training, the number of exhibiting suppliers this year is shaping up to have the most vendors in the history of the Expo. The increase of suppliers means the unique opportunity to experience the Towing industry’s networking mecca with more potential business partners available and more options with whom you may work.

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experienced in this field. This insightful seminar is for the tow business owner to learn how to work with local lawmakers to get laws that will be favorable to the tower. Another valuable topic for your company is this year’s “Dispatching Conference,” where you will learn about the latest in technology, training dispatchers and pricing your calls properly. From the Captains of Industry Conference on Thursday night, which launches the Exposition, to the American Wrecker Pageant Winners Ceremony at the close of the weekend, the 30th AT Expo is one you definitely don’t want to miss. We look forward to you joining us in celebrating this exceptional milestone.

Page Layout Artist Advertising Sales Mgr. Senior Account Exec. VP of Accounts General Manager Publisher’s Assistant Customer Service Subscription Manager TIW Media Director Regional Advertising Sales iMarketing Manager ATTV Producer President

American Towman Media Headquarters 7 West Street, Warwick, NY 10990 800-732-3869 or 845-986-4546 E-mail: Publisher: dortiz@towman.com Editor-In-Chief: scalitri@towman.com Editor: bdooley@towman.com AT’S Digital Edition: itowman.com AT’S Website: americantowman.com AT’S Weekly: towindustryweek.com ATTV: americantowmantv.com Copyright ©2018 American Towman Magazine is published 12 times a year by American Towman Media, Inc. Subscription: Single Copy: $10 1 yr: $60 – 2 yrs: $110 International: $75 & $135 All material published through American Towman Media (AT), to include American Towman Magazine, iTowman.com and TowIndustryWeek.com, including advertisements, editorials, articles and all other content is published in good faith. However, AT accepts no liability for any errors or omissions, and does not endorse any companies, products or services that appear. AT does not test or review products submitted for inclusion in its publications. AT does not accept responsibility for the accuracy of content, warranties or claims made or implied by its advertisers. The views expressed are the authors’ alone and do not necessarily reflect the views of AT. The act of mailing or delivering a letter, email or article to AT shall constitute permission to publish that letter or article or any portion thereof. AT reserves the right to edit any and all material submitted. No part of the magazine or websites may be reproduced without prior written consent of AT.

83% of Complaints Shot Down A recent investigation by a Utah news outlet found that though nearly 200 complaints were lodged against towing companies statewide over the past three years, tow companies were found to have broken the law less than 17 percent of the time since 2015. Consumers complained of being “wrongfully towed,” “overcharged” and not being able to “contact” the tow company holding the car, among others things. It was rare that the state determined the tow truck operator broke the law. Source: kutv.com.

Tow Company Warns of Text Scam Big Blue Towing of Auburn, Alabama, is warning residents that tow companies don’t send out texts asking vehicle owners to meet them at their impound lot. Big Blue Towing says someone recently sent a text message to an Auburn University student claiming their vehicle had been towed and they needed to pick it up at an impound lot. “It seems like this person is attempting to lure students to impound lots which are not places I would want a student or anyone to be late at night. No towing company has a full-time employee at the lots, which are all isolated. We have contacted the Auburn Police Department,” said Big Blue Towing. Big Blue Towing says Auburn police are aware of the text message and has asked residents that if they receive a text message like this to report it to law enforcement immediately. Source: wrbl.com.

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Chico Local News Heralds AT’s Resch “Resch’s quest to Congratulaensure Davis is hontions to our very ored for his serown Operations vice—84 years after Editor Randall the mechanic’s C. Resch whose death—represents d i l i g e n t the crux of the research into the white-haired and Kenneth Ray magnificently musDavis story tachioed man’s (parts 1 and 2 in unique passion. A American Towone-time police offiman’s June and cer with more than September 50 years of experiissues), landed ence in the towing him on the front AT Operations Editor Randall C. industry, Resch is page of northern Resch on the cover of the Sept. 6 intimately aware of C a l i f o r n i a ’ s edition of the “Chico News & the dangers towing “Chico News & Review.” newsreview.com image. professionals face on the highways.” Review,” in its Sept. 6 edition. Source: newsreview.com. As the paper’s Ken Smith said about Randy’s “diligent” research,

Towman Helps

Stranded Family Before Crash The flashing lights of a family’s inoperable car on U.S. 67-167 near Jacksonville, Arkansas, caught towman Jeff Basankin’s attention recently. Turns out the stranded family’s car was inoperable, so Jeff, even at the end of his work day when he didn’t have to, offered a tow, and made sure the family had a Arkansas towman was in the right place at ride. “Not even 5 minutes after the right time recently for one family. kark.com image. they left I noticed a car coming up right behind us.” What happened next, Jeff said, was all instinct. “I dove over the wall... I seen the pickup and the 18-wheeler collide.” A pickup truck slammed into the backside of Jeff’s tow truck, launching the car he was loading over the road barrier and Jeff’s head, causing a chain reaction crash of five cars. As an expectant father, Jeff is just thankful he was able to help the stranded family and their babies leave the interstate before the crash. Source: kark.com.

… He will not die in vain … Towman Killed on Calif. Freeway Authorities investigated a deadly Sept. 5 crash after a tower attempting to move a disabled vehicle was struck and killed on the 91 Freeway in Compton, California. Authorities identified the towman who died as Carlos Mauricio Dubon-Ventura, 33, of Los Angeles. He was at the rear of his truck when a silver Honda Pilot veered into the shoulder, hit him and fled. The driver of the vehicle Dubon-Ventura was helping was uninjured. A one-year-old girl who had been put in the cab of the tow truck was transported to a local hospital with injuries. The crash occurred around midnight, according to CHP. The tower was struck while trying to move a disabled vehicle. Source: dailybreeze.com.

No New Trial in Tower’s Death A man convicted in the death of Wisconsin towman Nathan Walsh was denied a new trial recently. A jury found Steven Dolan guilty of homicide in November 2015. A judge ordered Dolan to spend five years on probation and report to jail for up to two weeks during each year of the term. Dolan claimed his lawyer didn’t do a good job representing him because he didn’t bring up that Dolan was on medication when the crash happened, a fact Dolan said may have caused the crash. Source: weau.com.

Work the non-traffic side–Stay Safe!

New York Towman Saves Motorists’ Lives Two men are still alive because of towman Heriberto Virella of Hannigan’s Towing and Auto Body in Port Chester, New York. Virella was making routine checks along I-287 toward the end of his shift on Aug. 24. Around 2:15 a.m., he heard a crash. “I swung around to find the truck with two occupants,” Virella said. “The passenger was slumped over with his head between his legs. The driver was passed out and slumped over the wheel. He had drool or was foaming from his mouth.” He notified the Thruway dispatch, and troopers quickly arrived and administered Narcan. Local first responders also arrived Towman Heriberto Virella is and rushed the victims to the hospital. credited with saving two lives “The EMTs told us, ‘These two guys after quickly investigating a would’ve been dead if it wasn’t for him,’ “ crash scene. lohud.com image. said Tom Hannigan, who owns the company. “Mr. Hannigan said what I did was heroic, but I really didn’t do anything,” Virella said. ”The first responders did everything. They’re the heroes. I didn’t do anything heroic.” Source: lohud.com.

Widow Wants Stronger ‘Move Over’ Enforcement The wife of a towman who was recently killed while parked on the shoulder of I-10 in Cabazon, California, is making an emotional plea for stronger enforcement of the Move Over law. Jon Israel, 50, was dealing with mechanical issues on his tow truck and was parked on Jon Israel was struck and killed along I-10 in Cabazon, California. His widow is seeking the right shoulder of I-10 in tougher enforcement of Move Over laws. August. According to the Cali- kesq.com image. fornia Highway Patrol, as Israel was re-entering his truck, he and the door were struck by a big rig. Israel was thrown from the side of his truck onto the slow lane. His wife, Maxine, said she is making it her mission to make a change in the Move Over law. “I’ve made a vow to my husband. He will not die in vain. I will take this to the governor (and) to the president of the United States to get something done because I do not want another family, another wife, or even a husband to have to go through this because their loved one was at work,” Maxine said. Source: kesq.com.

AMERICANTOWMAN.COM - October 2018 • 9

Check Out What’s NEW and HOT!

Ramsey’s 25K, 50K Hercules Redesigned for Synthetic Use

Nitebeam Lighted Vest Nitebeam’s 3M-Reflective Scotchlite Five-Point Breakaway Vest with 24 LEDs adds extra visibility to be seen. The vest was named the American Traffic Safety Services Association’s 2016 Innovation Product of the Year. Features of the vest include: • High-intensity LEDs visible up to roughly 550 yards in darker hours. • 100,000-hour LED lifetime; available in red, green, blue, white, pink, orange. • LED strips are flexible and easily removable for washing vest; each strip is individually replaceable. • Rechargeable battery pack weighs 1 oz.; USB charging cord included. • ANSI Class 3 compliant. • Sizes: small to 6XL. • Customization available.

nitebeams.com

AMSOIL Adds Three Cleaners AMSOIL recently added three new products with professionalstrength cleaning capabilities. Mudslinger is a pretreatment specifically formulated to leave a non-stick surface that provides a protective layer of armor against the accumulation of mud, dirt and snow. Available in 12-oz. spray cans. Engine Degreaser is a professional-strength formula that removes the grease, dirt and grime from engine surfaces. Spray on and wash off with water. Available in 15-oz. spray cans. Glass Cleaner cuts through grease and grime quickly and effectively, is ammonia-free and safe on all glass including tinted windows. Available in 19-oz. spray cans.

amsoil.com

Witzco 35-ton Hydraulic Sliding-Axle Trailer

Witzco Challenger Trailers recently introduced its 35-ton SA 35 Hydraulic Sliding-Axle Trailer. The model is 48’ long with a 3’ deck height and a tandem axle. Engineered for a one-man operation, the trailer has a low 6.5-degree

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approach angle and 20,000-lbs. neck-mounted winch. All Witzco trailers are manufactured in Sarasota, Florida; the company marked 80 years in business this year.

witzco.com

amsey Winch Co.— manufacturer of hydraulic and electric, worm- and planetarygear winches and planetary hoists—recently launched its improved Hercules 25K and 50K winches. These Hercules models purposely were redesigned and tested for use with synthetic rope. (Specifically recommended by the company per owner’s manual.) Targeted for heavy wrecker and industrial applications that demand upwards of 50,000 lbs., Ramsey said the Hercules Winch’s innovative design reduces overall weight, improves cable speed, and includes better rope management via roller tensioners. The units are designed

Work the non-traffic side–Stay Safe!

for high boom angle, compression spring and dual drag brakes. Capacity is 250’ of 3/4” synthetic rope on the drum; the fabricated drum features higher tolerances and an additional drum flange increases freeboard. The 25K or 50K Hercules winches are SAE-J706 compliant and the company said they are reduced 200 lbs. vs. the competition (reduction without cable/rope). The company said the standard weight for steel cable on a 50K rotator winch is roughly 260 lbs. (at 1.04 lbs./foot), while the standard weight using its recommended synthetic rope on a 50K rotator winch is less than 30 lbs.

ramsey.com hercules-winch.com

AMERICANTOWMAN.COM - October 2018 • 11

Towing in the

‘Gray Area’ Outfitting your medium-duty workhorse

by Paul Stephens

hen we look at a medium-duty tow truck, most think of a truck that can tow a little more weight than a standard duty; however, times have changed and medium-duty vehicles are getting larger almost to really becoming a light heavy duty. This is the gray area of towing; the variable can be anything from a Ford F-450 tow truck to a single-axle 20-ton tow truck … and it all depends on which owner or operator you talk to, what they tow and how they invoice their customer. There have always been conversations and stories about trucks or equipment that have been transported that resulted in major accidents due to being overloaded. The tow truck man12 • October 2018 - TOWMAN.COM

ufacturers started addressing these issues with larger chassis years ago. The common thread in all is that each company has had a different idea of what exactly qualifies as medium duty. The towing manufacturers look at Gross Vehicle Weight Rating and they upfit the body by class; so for the purpose of this article, we will look at those trucks that fall between 10,000 lbs. and 22,000 lbs. The common items that fall into this category are items usually supplied by the towing manufacturers and are standard such as upgraded Larms, axle receivers, air hoses, a pair or two of axle forks, and an auxiliary tow lightbar. When purchasing a truck, new or used, pay close attention to the items included with the pur-

chase, as some may not fit your needs. This is common in the industry because many do not want to spend any more money than needed on such a large purchase, so the items included may be all the operator has to work with on scene. A penny saved is not a penny earned here, but some don’t see the eventual cost savings in time and personnel by purchasing extra attachments, new straps and chains. An operator can explore many items to supply the truck, but with the limited toolbox space there is a need to utilize and organize every square inch of useable space … some things get left behind.

Continued on p. 14 ...

... continued from p. 12 Forks First thing is confirming you have all the right attachments for the truck to be used to its potential. There are many different types and styles of axle forks, however, the ones you use most will be for front axle, rear axle or frame attachment. This is usually comprised of a small axle fork, a tall axle fork and a set of wide small and wide tall axle forks. Looking at the styles available can ensure you have the right fork for the job. Depending on what you are safely able to tow, you can use this to help determine the variable sizes of axle/frame forks you want to carry.

Ensure you have the right attachments for your medium-duty truck.

The other attachment items to consider are sling adaptors, bus forks, round forks for curved axles, leaf-spring adaptors, trailer balls, pintle-hook attachment, fork risers, U-bolt adaptors … the list can go on and on. The best idea, however, is to get the forks you need and not just settle for what attachments are supplied on your unit.

Straps and chains Straps can be a big help on any unit, but what sizes and what lengths are the best? Depending on an operator’s pref-

Chains should be the correct rating for the weights you’ll be lifting. 14 • October 2018 - TOWMAN.COM

erence, two 8’, two 10’, and two 12’ continuous-loop straps are the most common lengths used. Also having two short— 3’ or 4’—continuous-loop straps can help in a variety of ways as long as you stay within the working weight limits. Two eye-to-eye synthetic ropes can also be a big help with going through a wheel or rim to winch something, but the length is completely personal preference; some use 10’ sections of 5/8 but it can be difficult to get through some wheels on a medium-duty call. Most operators prefer 1/2 as it’s easier to fish through components. A nice set of axle ratchet straps work well for a securement on bread trucks, school buses, etc. The recovery straps you choose can be made at any length you desire, but the size of your winch and cables will help determine the size you actually need. I see a lot of trucks with 12”wide 26’ straps but for holding a unit while winching, a good size would be 6” to 8” wide and 16’ to 24’ long on a medium-duty truck. Having a few ratchet straps, 1” and 2”, can help with securing steering wheels, loose parts and holding up driveshafts for removal. There are many variations of straps and most can be ordered to your desired length, the most important is to make sure you replace them after they become damaged or weathered. (Switching them from old truck to new truck can be a recipe for disaster if they have been stored for a long time, which can reduce their strength.) Various sized shackles and oblongs can help attach straps, link straps together, or be used as a strap attachment for your tow hook. Chains usually come standard but it can be very limited, choosing the right chains and lengths are absolutely an operator preference, however make sure you get the right size and rating for their intended use. The common lengths are 8-foot, 10-foot, and 16-foot. There are many options: synthetic chain, hi vise chain, grade 120 chain, so this becomes preference but remember more and more agencies are requiring chains with tagged ratings so buy what you need not by cost. Choose your snatch blocks

Continued on p. 18 ...

Axle ratchet straps will be a big help on some MD tows.

... continued from p. 14 wisely, most tend to get an under rated block because its lighter.

Hand tools Hand tools are a must, but including a sledge hammer, cordless impact wrench, sockets, wire cutters, pry bars, snap-ring pliers, dead-blow hammer, bolt cutters, and a nice bottle jack have big benefits. Air hoses are standard and having them in two lengths is common; carrying a coiled version works well for the newer style trucks with the front air dryers. These newer trucks have more complicated air systems, so be sure to have multiple air fittings on your truck. Look into having your own air connections pre-made to your preferences. Brake caging pins are practically a must on every MD to HD unit, even if just for the ease of moving a vehicle into a shop or out of the road. Having a U-joint puller can be a big help when removing a pressed-in driveshaft located on the newer Freightliner models. This list could go on forever, but the most important thing is for you to equip your truck with the right tools prior to needing them when youâ&#x20AC;&#x2122;re working alone in the middle of the roadway. Axle covers are a good item to keep on board; they are readily available from suppliers or you can make your

18 â&#x20AC;˘ October 2018 - TOWMAN.COM

A selection of good hand tools is always worth the space.

own. Be prepared with an axle fluid catch pan too. (Tip: Have a piece of cardboard from a box or something inside your toolbox. Use a finger to get axle grease to put on top of the axle studs, then place your cardboard on top of the studs and push to get an imprint, then use a screwdriver to make holes on the pattern, now you can use it for a temporary axle cover.)

Continued on p. 20...

... continued from p. 18 Digging deep These are the most common items on a medium duty, but let’s go a little deeper. There are many things we can buy, but what can truly help us when we need that one item the most? The ones I prefer are the ones that make the job easier and faster. I do not like to rush, but I also do not want to be on the side of the road any longer than needed. Some items I like to keep onboard, just in case, include: • A torque multiplier. It comes with four sockets that are the most common wheel-lug sizes, so if you are not able to get the impact to remove them you can simply attach it and crank on the handle, it reduces the torque down so it can be easily turned by hand to remove the most difficult lugs. • Quick connect glad hands for trailer towing with your air fittings connected to the in ports. • There is an abundance of uses for 36” zip ties and can be purchased in packs of 50. • Sandwich storage bags work well for driveshaft bolts to be placed in the cab of the towed unit. • Four skates on a medium duty can help in many situations and not just for tires. There can never be too much equipment on a medium duty, however there is a fine line between equipment you need and equipment that is just in the way. These in-theway items are the ones that you needed once, but keep in case you ever run into that situation again. Many times that I’ve encountered a problem like that, I never needed

Visit us at Booth #1316 during the AT Expo

20 • October 2018 - TOWMAN.COM

Don’t overstock with one-time-use equipment that may wind up just in the way.

the tool again after I bought it. But there it was staring at me whenever I opened the door. Organization is key to knowing when something has gone missing on a job and can be easily identified. Use your space wisely; choose your equipment as wisely. Plan ahead and do some research before hanging the items in the box.

Paul Stephens is a towing industry trainer with more than 33 years of towing experience. He has served as a consultant for many automobile manufacturers, equipment manufacturers, and companies for service provider education, towability and road service procedures.

Work the non-traffic side–Stay Safe!

AMERICANTOWMAN.COM - October 2018 • 21

Towing from Low-Clearance Structures

The No. 1 problem in removing vehicles from multi-level structures is access. Tow trucks are heavy, high-profile vehicles that typically don’t fit under low ceilings.

by Randall C. Resch

et’s say, one of your high-end accounts needs a new car towed to their shop. It’s an expensive car, a brand-spankin’ new Land Rover Defender that needs to return to the dealer for warranty repair. The vehicle’s owner is markedly upset and says his supercharged SUV runs fine, “but it’s making a funny, clunking sound when I shift from park to drive.” While accepting this call shouldn’t be too much worry, the vehicle’s owner nervously explains that his Rover’s parked on the third level of a six-floor parking structure. All of a sudden, the call’s difficulty meter starts to blink because you know the Rover’s a high-profile, high-dollar

22 • October 2018 - TOWMAN.COM

The tow operator, thinking he had plenty of room, hit the overhead pipe that was yanked from its mount and caused a water main break … and heavily damaging the SUV’s windshield and roof. SUV; it’s all-wheel-drive with a retail cost hovering somewhere in the $100,000 range. It’s one of those calls where some tow companies would pass the call to a competitor rather than take chances. When it comes to troublesome calls like this one, some towers freak out

and decline the call, but towers with savvy and skills should see this challenge as an opportunity to wow the dealership while building a long-term relationship with the vehicle’s owner. The process of low-clearance towing needn’t be a difficult one.

Police Contract If you’re a police contractor, keeping a low-profile tow truck might be a requirement of the bid process. Bid narrative might not mention an underlevel tow truck, but might be suggested under a heading like “Combined Towing & Storage Services.” An RFP requirement under “Scope of Work” might state, “It is the City’s intent to award this contract to one Contractor, to include all locations within the City.” Obviously, the operable words for this requirement are “all locations” within the city. Low-profile tow trucks may be listed in an RFP under “Specialty Services,” or embedded within the RFP’s narrative under a “TRUCKS” heading that may read, “The Contractor shall provide equipment capable of providing the following services: Towing in Underground Garages.” If it’s not an obvious requirement, get clarification regarding towing or recoveries from parking structures.

Equipped to Serve Build or purchase a low-profile tow truck to specs that guarantee your underground truck is capable of entering low-ceiling environments. Lowprofile tow trucks are typically outfitted with low-profile tires and fold-down lightbars for better clearance.

Work the non-traffic side–Stay Safe!

Equip your truck with specialty accessories and equipment that support under-level tow and recovery, i.e., dollies, Go-Jacks, skates, floor jack, jack-stands, air compressor, chock blocks, lumber, etc. (Where direct access isn’t possible, extra lengths of chain and (rolled) wire rope may come in handy.) When calls involve multi-level structures, there’s almost always some problem that happens along the way. Towing or servicing cars parked in under-level structures require specialty equipment and techniques few tow companies are equipped to handle. If yours is a full-service tow company, this scenario is easily handled because knowing the basics make these scenarios easy and profitable. The No. 1 problem in removing vehicles from multi-level structures is access. Tow trucks are heavy, high-profile vehicles that typically don’t fit under low ceilings. For under-level services, flatbed carriers aren’t the truck of choice for obvious reasons. If your company is fortunate enough to obtain a 4x4, 3/4-ton pickup through lien sale or on the used market, consider adding a lightweight drop-in tow unit. Obviously, a tow truck that’s capable of driving under lowered ceilings must itself be low-profile, lighter GVWR and capable of clearing ceiling heights typically measuring 8’ 2” tall (for van-accessible parking), and 7’

tall (or less) for regular and ADAaccessible spaces. Note: The most important item in your under-level equipment box is a 25’ tape measure. In multi-level structures, vanaccessible parking spaces are often permitted on level one. The first objective to entering a parking structure is to not implant the tow truck’s roofline into the ceiling beams, overhead lights or exposed pipes. Here’s where the acronym GOAL is most appropriate; towers: Get Out And Look.

Stuck Down Under Underground requests demand that tow dispatchers ask specific questions regarding the tow or recovery task. When the call comes in to the dispatch office, dispatchers must obtain the caller’s full contact information and callback cell number. Here are a few other questions to ask: • Where are the vehicle’s keys? • What floor (number/letter) is the vehicle parked on? • Are there parking fees due? • What is the exact problem with the vehicle? • Does the vehicle run? • If the vehicle is an SUV, does it have a roof rack? • What is the ceiling height limit? • Are there/were there cars parked on either side?

Continued on p. 24...

AMERICANTOWMAN.COM - October 2018 • 23

... continued from p. 23 If the request is from law enforcement: • Is there an officer on-scene? • Does the vehicle have tires and wheels? • Is it sitting on top of blocks, tires, stands? • Is there direct access to the vehicle? • Will it require a winch-out?

Don’t Forget to Duck Moving an all-wheel-drive vehicle with a curb weight of 6,000 lbs. is a risky and challenging process. For towers thinking they can physically push something that big is a Worker’s Comp injury waiting to happen. In a perfect world, under-level calls should include sending two trained workers to serve labor needs and exchange ideas on the best approach. While one worker serves as tow operator and driver, the other serves as helper and spotter to keep close watch on low spots, obstacles and tight turns during entry and exit. If the casualty vehicle has tires and wheels, another workable option is to utilize the company’s pickup truck and a U-Haul-style car dolly combined with Go-Jaks, jack stands and a floor jack. When AWD vehicles don’t roll, or mechanical problems prevent neutral, a set of dollies solves that problem.

Take Your Time For specialty scenarios where dollies are key to

Continued on p. 26..

24 • October 2018 - TOWMAN.COM

Work the non-traffic side–Stay Safe!

AMERICANTOWMAN.COM - October 2018 • 25

... continued from p. 24 towing success, you’re not safe from the proverbial storm until you’ve successfully exited the structure. When dollies are added to the mix, be sure there’s sufficient clearance between the casualty vehicle’s roof and the lowest obstacle hanging from the ceiling. When dollies are employed, drive cautiously on structure ramps and between separating walls so as not to

snag an obstacle, parked car or wall, only to rip the dollies from under the towed vehicle. Don’t forget to attach safety straps from the casualty vehicle’s tires to the dollies. For one company, removing a disabled SUV from a parking structure seemed easily done; however, they wound up on the evening news due to a preventable mishap. As the tower was exiting the structure, his tow truck struck a ceiling-mounted pipe

(that was repaired a month earlier) that was 3” lower than the posted ceiling height. The tow operator, thinking he had plenty of room, hit the overhead pipe that was yanked from its mount and caused a water main break … and heavily damaging the SUV’s windshield and roof. Adding insult to injury, the fire department responded to an alarm that triggered because the water pipe supplied the building’s fire-sprinkler system.

Charge Accordingly Removing a vehicle from lowclearance environments isn’t loadand-go service; commercial towing and auto club rates don’t apply here. If you use specialty equipment and techniques to get the job done, get paid for your work. Dispatchers should be reminded to request specialty rates from the motor club at the on-set of accepting the call. If a second worker is dispatched, charge accordingly. Demand and receive approval up-front to

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ensure that you’ll be paid for the extra work. If your company provides professional underground services, deploying proper equipment and techniques is how to reach that goal. For your company’s website, illustrate that your company is parking garage/underground capable and highlight it. You can even let your competitors that don’t do low-clearance calls know they too can call upon you to provide services to their customers where perhaps a referral fee is paid in return. By having the proper equipment and experience to provide underground services, you raise the bar.

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.

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AMERICANTOWMAN.COM - October 2018 • 27

Holiday Weekend

Wrecked

by Mike Tozier, owner T&W Garage; Newport, Maine

n Sept. 1, 2018, the Saturday of Labor Day weekend, we were called at 12:40 p.m. by the Maine State Police to respond to a catastrophic accident on I-95 a few miles from our home base. We received a call from Maine State Police to immediately respond to I-95 northbound for a severe crash involving a large motorhome towing a trailer with a large SUV and golf cart. I responded with my

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Rural Maine tow shops work together to keep I-95 clear for vacationing motorists

crew in our 2012 Peterbilt 388 with a Century 1140 rotator and a 2018 Hino 258/Century aluminum rollback with SP-8000 side-puller. Upon arriving we found the remains of an incredible wreck. A 45’ Silver Crown Coronado Motorcoach, towing a trailer with a GMC Yukon Denali and Yamaha golf cart, was traveling northbound at highway speeds and apparently blew the left front tire. This forced the coach into the median where it traveled hundreds of feet until getting into a wooded area. After striking several very large trees, it all came to rest in a deep ditch that was 200’ beyond the end of a guardrail. The motor coach was completely destroyed. The front axle and driver-side fuel tank were ripped from the vehicle. The engine and transmission were broken from the frame. The cab of the coach was ripped from the main body of the camper, leaving a large gap between them. The front drive axle was ripped away and left cocked off sideways. Both left rear drive tires were flat. The rear of the truck frame was exposed because the whole camper body slid forward approximately 18” from the impact. The trailer was still connected to the coach, but its load had completely come off. The golf cart was rolled upside down, all of its batteries strewn about and leaking battery acid. The Yukon was completely off the trailer sitting next to it and facing the opposite direction. The impact totally wrecked the Yukon, crushing the roof down to the dash level. With fire and police on scene, the Maine Department of Environmental Protection was summoned because of the hazardous spills. The left side fuel tank was completely broke open from the crash, spraying its entire contents throughout the wooded area. DEP personnel pumped the right side tank out to contain approximately 40 gallons of fuel. Between the golf cart and the motor coach, there was a scattering of several damaged batteries. After assessing the scene, the recovery scene commander and the Work the non-traffic side–Stay Safe!

When an RV towing an SUV and a golf cart crashed off I95 in Maine (opposite page, above) on Labor Day weekend, T&W Garage was first on scene (left) to assess and plan the recovery effort.

AMERICANTOWMAN.COM - October 2018 • 29

T&W’s Century 1140 rotator and P.E. O’Halloran’s JerrDan JFB worked together to lift the motor coach over the guardrail (above, left). T&W’s other heavies on scene were used to winch everything back to the road before the JFB was there (opposite page).

first responders met. It was clear that we needed an additional rotator and I called in help from P.E. O'Halloran 24Hour Road Service in Ellsworth. They quickly responded in their Kenworth T800/Jerr-Dan 50/60 JFB rotator and a Talbert Manufacturing gooseneck trailer to transport the motorcoach. The plan would involve a single lane closure. We would utilize our Century 1140 and 5130 units to recover all towed vehicles and the Coronado motorcoach 30 • October 2018 - TOWMAN.COM

from the woods while we waited for the second rotator to arrive. Once the O'Halloran JFB was on-scene, we would prepare for our lift. We also sent for our 2013 Hino 258/Century steel bed carrier to help haul off debris. After a safety meeting was conducted to review the hazards, we again discussed our recovery plan. At this time we donned our Sonetics two-way noise canceling safety communication headsets. These allow the recovery team to work together in dangerous situations even when they are not in line of sight. The safety headsets block the noise from passing traffic, as well as the large machinery working on scene. Recovery operations began by setting the 1140 front first at the end of the guardrail. We rotated the boom over the front of the wrecker and pulled cable. We winched the Yukon 200’ and placed it behind the wrecker. We loaded the Yukon onto our flatbed tow truck and secured it. Next we winched the Yamaha golf cart free of the wreckage and to a position behind us in the median. The trailer proved difficult because it was padlocked to the truck hitch. After attempts with a Sawzall and bolt cutters, firemen finally were able to cut the lock using their jaws of life. Once the trailer was free from the hitch, we winched it to a place behind our rotator. We used the boom

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AMERICANTOWMAN.COM - October 2018 • 31

to lift the golf cart and place it on the trailer for later transport. We then ran our cable out to the coach and attempted to winch it rearward. After a brief attempt, it was obvious that our wrecker couldn’t move it in the position we were in. We turned the rotator around and tried winching from the rear of our truck. The casualty never budged and resulted in a broken high-test chain. We then set up to pull with our 5130 and moved our 1140 to a position adjacent to the wreck. We rotated the boom over the side of our truck and provided lift while the other wrecker supplied pulling power. With this approach, we were able to pull the unit rearward and up the steep embankment at the same time. The process was slow and required a lot of winching power, as the brakes were applied, tires were flat, axles were out, axles were twisted, and the engine and transmission were digging into the ground like an anchor. Once the JFB arrived, we discussed

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Upon arriving we found the remains of an incredible wreck. the lift we had to make and went over the risks presented and the rigging that would be required. We placed the low-bed bus trailer between our two rotators and set up tail-to-tail and rigged for the recovery. We leveled the unit with our winches and started to lift. Immediately the engine and transmission became dislodged from the frame. We had to spend some time underneath the suspended load cutting all of the wires and hoses from that assembly to free it totally. Once that was complete, we slowly lifted the coach to a height that would let it clear the guardrail, and slowly rotated it into position over the trailer. We slowly lowered it to the trailer and operations began to secure it.

The heavy-duty wrecker was used to hook to the disabled trailer that was holding the golf cart. We would later load the engine and transmission assembly onto that trailer using our rotator. All of the debris had to be brought up from the woods by use of the rotator. The front axle assembly, fuel tank and all of the other debris was loaded onto our waiting flatbed. The coach was trucked to our secure lot and left on the trailer awaiting further instructions from the owner’s insurance company. We continued to clean the entire debris field and secure everything for transport to our lot. All rigging was picked up and stowed away and we proceeded to our lot. Overall, this was a catastrophic wreck that presented many challenges. This recovery is a great example of rural Maine towing companies working together to complete a large recovery in a safe and efficient manner … while still keeping one lane of I-95 open during Labor Day weekend.

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AMERICANTOWMAN.COM - October 2018 • 33

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Page# 51 13 97 20 105 55 33 27 95 45 N 125 N 129 56 2 S 125 18 W 128 S 127 34 N 130 N 132 100 47 53 98 101 42 N 136 102 33 25 N 134 117 115 104 23 49 42 N 124 57

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Page# FleetDown 40 Florida Wrecker Sales N 128 G. Stone Commercial N 124 GEICO 131 Ginn Carrier & Wrecker Sales 24 Hale Trailers Brake & Wheel N 135 I Tow In 26 Integrated Vehicle Equipment Finance 39 Intek Truck Eq. Finance & Lease 115 Jerr-Dan Corp. 132 JP Rivard Trailer Sales N 129 Kenworth of South Florida 93 Lanair Waste Oil Heaters 102 Landoll Corp. 49 Legacy Plus Insurance 40 Len Zermenos 32 Lift & Tow 21 Lodar USA 51 Lynch Chicago 43 Manufacturer Express 21 Maryland Carrier N 133 Matheny Motors 99 Matjack Jumbo Safelift 15 McMahon Truck Center M 123 Metro Tow Truck 100 Metro Truck Store 46 Midwest Wrecker M 128 Miller Industries/Century 16, 17 Mobile Create USA 21 Mobile Lifts N 127 Mobile Video Computing Solutions 94 Nations Safe Drivers (NSD) 50 New England Truckmaster 95 New England Wrecker Sales N 130 North American BanCard 7 Northeast Wrecker Sales N 127, S 123 Nussbaum Equipment N 126 OMG National N 131, S, M,128, W 127 Pacific General Insurance Agency M 125 Performance Advantage N 123

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Phoenix USA Ramsey Winch Ranger SST Recovery Billing Unlimited Renew Truck Body N Rick's Truck & Equipment M Road America Sanderson Truck Equipment Santander Bank Sea Crest Insurance Agency W Select Truck & Equipment M Smyrna Truck Center S Sovereign Risk Solutions N Specialty Vehicle & Eq. Funding Grp. Spill Tackle N Steck Mfg. Swoop Talbert Mfg The Will-Burt Co. Tow Industries W Tow Ramps Towbook Management Software TowMate 47, TowToolz Transfer Flow Triple K Industries Urgent.ly USAC/MD US Fleet Tracking Utility Trailer Sales S.E. TX W Warn Industries Weego West End Service N Witzco Trailers N WorldClass Insurance M 126, W Worldwide Equipment Worldwide Equipment Sales W Wreaths Across America N XINSURANCE Powered by EIB Zips/AW Direct

104 19 103 46 126 127 117 37 58 125 125 123 128 4 134 38 91 114 24 123 31 35 116 51 101 33 37 26 45 125 25 27 131 136 123 41 127 132 39 5

Shine On An illuminating look into scene lighting

by Chris Anderson

The importance of scene lighting can be broken down into four aspects: making yourself visible to motorists, illuminating the workspace, illuminating the essentials and lighting the load.

isibility plays a key role in a tow operatorâ&#x20AC;&#x2122;s daily life. Being seen, along with the ability to see the work area, are crucial to getting a recovery done safely and effectively. Of the 35,000plus tow companies registered in the USA and hundreds of thousands of towers they employ, nothing is more important to them than doing a job as quickly and safely as possible while still ensuring it is done properly. The importance of scene lighting can be broken down into four aspects: making yourself visible to motorists, illuminating the workspace, illuminating the essentials and lighting the load. With distracted drivers plaguing our roadways, coupled with the sheer number of tow operators working these same roads, it is an unfortunate reality that accidents happen and often claim the lives of those who are just trying to earn an honest living. Many towers reason that making yourself visible to motorists is the most important element of scene lighting. This all 36 â&#x20AC;˘ October 2018 - TOWMAN.COM

begins with the lighting on the tow truck.

Truck There are many different ways to light up a truck, but the most fundamental is the overhead lightbar. By and large, lightbars today use LED technology to produce intense bursts of light while using minimal energy. While there are as many brands to pick from as there are days of the year, make sure to consider those that withstand the test of time and come with reasonable warranties. Other key fea-

tures of overhead lightbars include traffic arrow functionality to provide clear direction for passing motorists, work lights to illuminate the upper area of the truck, and stop/tail/turn to provide further indication of the truckâ&#x20AC;&#x2122;s intentions while in motion. After the overhead lightbar is in place, the next element of making yourself visible to motorists is adding warning lights to the body of the truck. There are all kinds of LED strobes that can fulfill this purpose,

Continued on p. 38 ...

Lightbars today use LED technology to produce intense bursts of light while using minimal energy.

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AMERICANTOWMAN.COM - October 2018 • 37

With the advent of LEDs, a new dawn of work lighting was ushered in.

... continued from p. 36 from flush-mount LED strobes to grille lights to marker lights down the sides of the truck to taillights that also operate as strobes and work lights. It’s hard to say how much is too much for lighting on the body of a truck (if there is such a thing as too much), but it is important to strike the balance of being seen and being able to navigate the work area without being blinded. While it mainly boils

down to personal preference, it is recommended to have at least some flashing lights on all sides of the truck for optimum visibility to motorists.

Scene Once the truck warning lights have been sorted, the next element of making yourself visible to motorists is auxiliary lighting. This would be the area that road flares, electronic flares and “Move Over” strobes come into play. Having warning lights in

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38 • October 2018 - TOWMAN.COM

advance of the recovery scene can alert motorists of your presence that much earlier, providing crucial moments for them to begin to slow down and/or move over. The second aspect of scene lighting is illuminating the workspace. Again, with the advent of LEDs, a new dawn of work lighting was ushered in. The bright white light put off by LEDs, at a fraction of the power, essentially has relegated halogen work lights as a thing of the past by most accounts.

On a rollback, workspace illumination might include work lights on the deck, the headache rack, near the wheel lift, to the sides (when using a side-puller), or even to the front of the truck simply for maneuvering around it while working the job. The same applies mostly for a wrecker as well, whereas on a rotator there could be additional lighting on the boom or even tower lights that rise from the body to light the entire scene.

Equipment The third aspect of scene lighting is illuminating the essentials. This boils down to things like toolbox lighting, flashlights and other portable lighting accessories.

On a rollback, workspace illumination might include work lights on the deck, the headache rack, near the wheel lift … The ability to see inside the toolboxes and know what you are reaching for is essential to get a job done efficiently. The less time spent fumbling around for the right strap or chain, the less time a tow operator will be on the side of the road during a recovery. This equates to a higher degree of safety. There are now toolbox lighting kits that can retrofit to any toolbox without having to drill any holes. Simply install the battery pack with a switch and a couple of LED strips inside of the box and you are done. There are a myriad of options when it comes to flashlights as well, with some even doubling as a warning light, area light or both. These are useful for general visibility

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AMERICANTOWMAN.COM - October 2018 • 39

TowMate owner Bryan Anderson invented wireless tow lights in 1985.

... continued from p. 39 around a recovery scene as well as for tasks like pulling a driveshaft. A good flashlight is a very important tool in the towers’ repertoire.

Load The fourth and final aspect of scene lighting is lighting the load. Once relegated to running long, often tangled, cables to an incandescent tow light, today’s tow operators are treated

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to a solution in wireless tow lights. Bryan Anderson, owner of TowMate, invented wireless tow lights in 1985. The options for these lights have come a long way from the early days, with options even including removable lithium power supplies, alerts if you leave the unit behind, even integrated Move Over lights that can be activated while performing the recovery. That all is in addition to providing wireless stop, tail and turn functional-

ity that limits the amount of time on the side of the road. The importance of proper and effective scene lighting cannot be overstated. Paying attention to all the details of scene lighting potentially makes a difference between making it home or not at the end of a shift. About the Author Chris Anderson is the vice president of TowMate (towmate.com).

B/A Products Open House Nov. 16 B/A Products Co. (baprod.com) will hold its 12th annual Open House on Nov. 16 from 9 a.m. to 4 p.m. Shuttle transportation will be provided to and from the American Towman Exposition in Baltimore, Maryland, every 15 minutes. There will be live product demonstrations along with factory tours and destructive testing demonstrations throughout the day. Food, drinks and giveaways will be provided.

GEICO: ‘Move Over’ for Towmen Assistant VP John Little oversees GEICO’s Emergency Roadside Service (geico.com), and he knows the dangers towers face on the job each day. While many motorists know to change lanes when a police cruiser or ambulance is stopped along a roadway, fewer of them know that tow trucks, too, are among the emergency vehicles that require drivers to “move over.” “Tow truck drivers and all emergency vehicle personnel want to do their jobs safely and go home to their loved ones at the end of the day; we can all help them do that by obeying ‘Move Over’ laws and driving distraction-free,” Little said.

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Job Hazard Analysis Requirements by Brian J. Riker

A good example applying the General Duty clause to SHA … the Occupational Safety and Health Administration isn’t exactly everyone’s favorite towing is when using a wrecker as a lifting device to federal agency. It’s still the subject of many remove a wrecked or disabled vehicle. In general indusdebates regarding jurisdiction within towing try—which is how towing is classified—when using a operations. Like it or not, OSHA is here to stay and does truck-mounted crane to lift, both the crane equipment and apply to most of what we do daily as towers, either directly operator must fully comply with OSHA standard 1910.180. However, there is a clear excepor through a state-managed plan. tion for wrecked or disabled Even when OSHA doesn’t have vehicles found in 1910.180(b)(1). direct jurisdiction, they still influNow, just because a truckence the other agencies that do— mounted crane is exempted from like the Federal Highway this standard when using it for a Administration and Federal Motor wrecked or disabled vehicle Carrier Safety Administration. doesn’t mean OSHA doesn’t Perhaps one of the most oftenapply. You still have a duty to overlooked compliance requireprovide as safe of a workplace ments I see when auditing towers as possible for your employees. is the lack of a Job Hazard AnalyThis is an excellent example of sis. A JHA is a prerequisite to where a job hazard analysis determining what standards, if comes into play. any, apply to a specific task and As an owner of a tow service, how best to safely accomplish that you are the expert in your chotask. sen profession and should know A simple example of a JHA: the hazards of towing or recovOperating a bench grinder. There ery. It is your duty to control is a cut hazard, and an eye hazard. these risks with effective comYou would identify these risks and munication to your workers, as the required protective equipment well as implementing worksite such as safety guards and face safety protocols. The first step is shields. Write a page that notes by analyzing the known risks these hazards and lists the safety and attempting to determine equipment as designated by the both the predictable and unforemanufacturer, as well as any applic- An Occupational Safety and Health Administration poster on worksite safety details safety rights of seen outcomes. able OSHA standard. Then distrib- employees and requirements of employers. Available A JHA for accident recovery ute this JHA to each employee that at OSHA.gov. should cover the basics of scene operates a bench grinder and refer safety, such as traffic awareness, hazardous material awareto it in your general safety policy manual. A more advanced use of a JHA would be to assure compli- ness, hazardous energy awareness, lifting and rigging ance with the General Duty clause. Under the General Duty safety. Effective communication among all responding clause of the 1970 Occupational Safety Act, all employers have personnel—even across different disciplines such as fire, a duty to provide a safe workplace that is free of recognized EMS and police—also is paramount to workplace safety. In this JHA you would address the known risks of each hazards. This is a catchall that is used when a specific standard does not apply to a known risk in a specific industry. category, such as struck-by accidents or fire risks and how to reduce or eliminate these risks. Perhaps your company will determine that a scene safety supervisor or headset Baltimore Seminar radios are required for incidents of a certain size? Maybe Brian Riker will be speaking on “OSHA and the Towidentify the need for in-house traffic incident management ing Industry” on Nov. 18 during the 30th annual American equipment rather than relying on over-burdened public Towman Exposition in Baltimore, Maryland. Sign up at atexposition.com

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Continued on p. 46 ...

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... continued from p. 44 resources? (Each operating area will have unique factors.) A good analysis results in a safer work environment only when the JHA is used as a basis for company policy and procedure documents … and enforced. Simply having a JHA will not make your team any safer if you ignore the recommendations or don’t train your team on how best to deal with the hazards. In the event of an incident, OSHA will look for these forms, the associated training and documentation of when you have caught employees not following company policy.

Self-discovery of violations—that are documented and acted upon—are your best defense against liability. Self-discovery of violations—that are documented and acted upon—are your best defense against liability. No one is perfect, but if you can prove you are actively taking steps to mitigate and manage risk, you will reduce the potential for fines and judgements, as well as truly help keep your employees safer. Safety is everyone’s responsibility, however it ultimately rests on your shoulders as the company owner. It is your responsibility to set a culture of safety and not allow the task at hand to override basic safety protocols. No job is worth risking injury or death. Even when dealing with life-safety critical events, we can take the lead from the fire and rescue service. They maintain a protocol where their personal safety is the most important task at hand. An injured rescuer does no good and adds undue burden on the scene.

Brian J. Riker is a third-generation towman, with 25 years of experience in the ditch as a tow operator, and president of Fleet Compliance Solutions. He specializes in helping navigate the complex world of federal and state transportation regulatory compliance. He can be reached at brian.riker@fleetcompliancesolutions.net

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Fuso Adds Two Managers Mitsubishi Fuso Truck of America (mitfuso.com) recently appointed two new managers for its business operations. Michael Vittese will be the company’s new Dealer Business Manager. He comes to the position from International Truck, where he served in a similar capacity as New Truck Sales Manager. “Michael has the temperament, experience and customer-first attitude necessary to be a very successful Dealer Business Manager,” said Bill Lyons, Fuso VP of Sales Operations. Fuso also added Vadim Kornev as Product Support Manager for Eastern Canada. He comes to FUSO from Mitsubishi Motor Sales of Canada, where he had a similar position in technical support/product support. “[Vadim] already has extensive experience in technical and product support, he’s bilingual, and brings his skills and experience as a Class 310S automotive technician to this position,” said Scott Coyle, Fuso VP of Service Operations.

Allison Expands Nine-Speed Auto Allison Transmission (allisontransmission.com) recently announced that it will offer its medium-duty, fully automatic nine-speed transmission globally, and that it has developed an electric hybrid system with purely electric extended range. The Allison nine-speed transmission provides fuel savings as the gear train allows the torque converter to lock up early in first gear. An optional integral engine stop-start system provides immediate transmission engagement and vehicle hold while the engine is restarted. Allison also announced the expansion of its electrification portfolio with an electric hybrid system that includes a purely electric extended range of up to 15 km (about 9 miles). The system is pure electric capable, but no electric charging infrastructure is required.

Miller Profits Up 40% Miller Industries (millerind.com) achieved record profits in its second quarter by boosting spring sales 15.5 percent over a year ago to $176.5 million. The company said that its second quarter net income was up 40.1 percent over a year ago to $7.6 million, compared with $5.4 million a year earlier. Company co-CEO Jeff Badgley said the company capitalized on its recently completed expansions of production capacity and increased demand for its products around the globe.

Economic growth in our markets remains strong. “Economic growth in our markets remains strong and our capital investments propel us forward as we strive to meet customer demand and create sustainable shareholder value,” co-CEO Jeff Badgley said. “Our outlook for the remainder of 2018 remains positive, reflecting a healthy backlog and continued strength in both domestic and international markets,” he said. “We continue to remain cautious as it relates to raw materials, more specifically the potential effects related to tariffs on steel and aluminum. We’re in constant communication with our customers and suppliers and we’ll continue to monitor the changing dynamics resulting from the tariffs to determine the impact they may have on our raw material costs in the future.”

Trail-Eze Adds Sales Manager Trail-Eze Trailers (traileze.com) recently added Shawn Murtha as its new sales manager. He comes to Trail-Eze with more than 25 years of trailer experience, customer service and industry knowledge.

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AMERICANTOWMAN.COM - October 2018 • 47

Is the Customer Always Right? by Terry Abejuela

he customer is always right. Right? Well … the customer may not always be right, but always will be the customer. In towing and recovery, we get more than our fair share of upset customers. To be successful in this business you need employees that are able to effectively manage upset customers. The nature of the work we do is often a negative experience for the customer, at least initially. Experiencing a breakdown, having their car towed without their consent (regardless if it is justified or not), being involved in a traffic collision, the unanticipated interruption in their day and wallet … all are legitimate reasons a customer might be upset. Troubled customers, though, are an opportunity for you to demonstrate your com-

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pany’s professionalism and potentially gain a loyal customer who might also recommend you to their friends and family. First-time customers are worth much more to the company than the amount they pay for that first service. Word of mouth is more important now than it has ever been. It is a great marketing tool that doesn’t cost you anything. When someone you trust recommends a company, you are more likely to use that company. Research shows that a happy customer will tell nine other people about a good customer experience, but an annoyed customer will tell 16 other people about a negative customer experience. Social media and online review sites amplify customer perceptions and act as force multipliers to

instantly reach many more people than we have ever been able to before.

Hard to Handle How can we work more effectively with upset customers? One of the keys is to always remain calm, courteous, polite and professional. You have a choice in how you respond to a distraught customer. Becoming defensive and argumentative may be a natural reaction when someone is verbally attacking you, but taking the effort to remain calm and courteous is more professional and increases the likelihood of a positive outcome. Don’t take the customer’s anger personally. They are most likely not mad at you but mad at the situation.

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... continued from p. 48 Always projecting a positive and professional image is important. A neat and tidy appearance—for the tow truck, the operator, the towing facility—is critical. Keeping your equipment in tiptop condition, both mechanically and cosmetically, helps to project a professional image even when you are not servicing a customer. Your trucks are rolling billboards that people see around town all day long … they are your brand on display. Drivers that are wearing a clean and professional uniform, work attire and safety equipment and appear neat and clean will project professionalism. “You only get one chance at a first impression,” is a truism for a reason. Take advantage of every opportunity to make a great first impression with your customers.

Listen No company is immune to making mistakes. What separates the best from the rest is how they respond. Customers are just looking for help and you can give it to them. Customer complaints should be looked at as opportunities to improve. It’s great (and rare) to get positive customer feedback, but don’t overlook the value of negative feedback.

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Expressing a sincere apology for a problem, or perceived problem, and offering a fair and realistic solution will often satisfy an upset customer. When dealing with an upset customer, listen to their complaint; make them feel understood and that you are on their side. Let the customer vent their frustration while you use positive body language—maintain eye contact, stand or sit up straight and keep your arms uncrossed—to show the customer how closely you are paying attention to their problem. Try to understand the customer’s frustration and lead with empathy. Express your understanding and willingness to work with them towards a resolution. Focus on what you can do, not what you can’t.

Whether the customer’s complaint is legitimate or not, there is nothing wrong with apologizing gracefully. Apologies don’t cost anything, but can have a significant impact on the customer’s experience. Expressing a sincere apology for a problem, or perceived problem, and offering a fair and realistic solution will often satisfy an upset customer. Even if there is no actual solution to their problem, active listening and empathy often make a huge difference in the end.

By the Numbers There are many customers that won’t complain, but were not completely satisfied with the service. Some customer service experts say that fewer than 4 percent of angry customers will complain to the company, 96 percent will not say anything … and 91 percent of those will not use your company again. If a customer complains to the company (the 4 percent), it gives the company an opportunity to make things right for that customer. If it was something your company did that resulted in less-than-exceptional service, the opportunity to correct it can prevent future complaints. Customer service experts believe that 70 percent of upset customers whose

issue was resolved favorably by the company will likely use that company again. There are specific customer complaints that will come up more frequently than others in any industry. Those common complaints may warrant the development of a template to address them. Plan in advance how you can most effectively and efficiently respond to these common complaints and train all of your employees on how you expect them to respond. So is the customer always right? The customer is often right but you are often right also. You know your stuff and you work for a professional company, so remain confident, calm, courteous, polite and professional and create a memorable experience for your customers. There’s an old adage that customers will remember the experience longer than the price.

Field Editor Terry Abejuela has 40plus years of light-duty towing and recovery experience. He is also a light-duty Level 1 instructor for the California Tow Truck Association.

TowShow.com

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AMERICANTOWMAN.COM - October 2018 • 51

Loader Shifted,

Lifted by Jim “Buck” Sorrenti

Gene’s Towing in Washington State sent out its heavy cavalry to help out when an extreme construction load shifted.

Construction equipment on a lowboy needs resecuring

n July 2018, Gene’s Towing & Transportation received a call from a customer in Pierce County, Washington, to help with a shifted loader on a lowboy trailer. “One of our customers called saying they needed our help ‘ASAP’ in reloading one of their front-end load-

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Trucks On Scene • 2018 Peterbilt 367/Century 1135 35-ton rotator. • 2010 Peterbilt 388/Century 1130 30 • 2002 Peterbilt 378/Century 9055 50-ton heavy.

ers that had come partially off their lowboy while in transit,” said Gene’s president Michael Myers. They immediately dispatched three heavies. Michael Jr. responded in their 2018 Peterbilt 367/Century 1135 35-ton rotator, operator Jay went in a 2010

After assessing the casualty, Team Gene’s placed its 1130 and 1135 rotators on the down side of the loader to do the lift and the 9055 on the other side to winch the loader back onto the trailer. The rotators lifted the loader clear of the trailer with a four-part line on the front and rear, then the 9055 winched it back on the lowboy and straightened it so the lock pin could be put in place to prevent the loader from turning again. Team Gene’s repositioned the wreckers, placing the 9055 at the back and the 1130 and 1135 on each side. “We lifted the rear of the loader and rotated as the 9055 winched the loader back to the rear of the lowboy. Then the loader was re-secured for transport, while the customer shop crew removed and made repairs to their vehicle to drive home,” Myers said.

Peterbilt 388/Century 1130 30ton rotator and operator Josh was in their 2002 Peterbilt 378/Century 9055 50-ton heavy. Upon arrival, Team Gene’s met with several police and fire personnel on scene including from Central Pierce Fire & Rescue and Pierce County Sheriff’s Department. “Once we made contact with all those in charge of the scene, we found out that a small compact sedan had cut in front of the driver hauling the 65,000-pound

What ensued after was that the four-point tie-down on the loader failed. It had correct size

About Gene’s Towing

chain, but not correct grade. loader causing the lowboy driver to stomp on his brakes to avoid contact with the small car,” Myers said. “What ensued after was that the four-point tie-down on the loader failed. It had correct size chain, but not correct grade (1/2” G7 chains), forcing the loader to lunge forward. [The loader knocked out] the oil pan and cracked the transmission, then turned because the pivot was not locked in place on the loader, went forward and off the trailer.” The loader was a 65,000-lbs. Komatsu WA500 unit that had a length with the bucket on ground of 30.2’, the width over tires 10.5’, height to the top of cab 12.7’, a wheelbase of 11.8’, and a ground clearance of 1.5’.

54 • October 2018 - TOWMAN.COM

A 65,000-lbs. loader came off the side of a lowboy trailer that was hauling it.

Myers is a second-generation tower and the president of Gene’s Towing & Transportation, a family owned and operated company started by his father Gene Myers in 1961. Gene passed away in 2016. Mike’s son Michael Jr. represents the third generation and is the company VP. They have a full line of light-, medium- heavy-duty tow trucks and wreckers for all types of towing. Gene’s Towing has locations in the Pierce County and King County areas of Washington. Although they specialize in the greater Tacoma area, they offer long-distance towing for transport of vehicles to the Canadian border and down into Oregon.

Jim “Buck” Sorrenti, a longtime editor of American Towman, has been our field editor for the past few years. He is a freelance writer and photographer with more than 40 years of experience covering motorcycle, hot rod, truck and towing culture. He writes weekly for TowIndustryWeek.com.

OOIDA Testifies on Glider Regs The Owner-Operator Independent Drivers Association (ooida.com) recently testified at the Subcommittee on Oversight and Subcommittee on Environment Hearing - Examining the Underlying Science and Impacts of Glider Truck Regulations. The hearing was held to discuss the effects that glider vehicle regulations have on truckers. Collin Long, OOIDA director of government affairs, said the association would like to see glider vehicles exempted from Phase 2 regulations of the Environmental Protection Agency because it would provide small-business truckers affordable, reliable and efficient options when purchasing new or used trucks. According to the Association, gliders are at least 25 percent less expensive than new commercial motor vehicles and can save owner-operators tens of thousands of dollars. Emission

56 • October 2018 - TOWMAN.COM

standards have increased the cost for new trucks and the technology has often been found to make them extremely unreliable. If a truck becomes a liability by routinely being inoperable, the owner must absorb the cost of lost productivity, while also paying for the necessary repairs. The option of purchasing a glider kit can sometimes mean saving a small trucking business and should remain a viable option.

Allstate Unveils 2018 Best Drivers The 14th annual Allstate America’s Best Drivers Report named Brownsville, Texas, the city with America’s safest drivers. Based on Allstate (allstate.com) claims data, the report aims to shine a spotlight on safe driving. The annual report ranks the 200 largest cities in America based on collision frequency.

Other highlights from the 2018 report include Miami as the mostimproved driving city, jumping 37 spots on the report, and Spokane, Washington, dropping 37 spots from last year’s rankings after a 12-spot drop the year before.

Hino Partners with NY Jets Hino Trucks (hino.com) recently announced an exclusive multi-year partnership with the New York Jets football team. The agreement marks the first professional sports partnership for Hino Trucks and brands them the official commercial truck of the New York Jets (facebook.com/Jets). “As our partnership with the New York Jets developed, it became apparent that we have the same philosophy and fan base – people committed to working hard, passionate about what they do and connected to the streets our trucks operate on,” said Glenn Ellis, SVP, Customer Experience.

THIRTY YEARS OF GREATNESS by Steve Calitri

ll credit belongs to the towing industry and America’s greatest service professionals, the towers. It can be said that AT Expo’s greatness springboarded off them. The American Towman Medal, first introduced at the very first show in 1989, recognized the heroics of towmen on the roadside, in the ditch, down mountainsides, and in lakes and rivers. The Towman 500, the Most Experienced Towmen in America, based upon years of being established, and awarded during that very first show, reflects the durability of towmen and the family businesses that endured over many decades. The Towman Monument, the world’s first statue in honor of the towman, was unveiled at the Exposition in 1998 to a Festival Night audience whose chests swelled and eyes teared. But that bronze towman who was reaching down to pull a woman from a culvert of water was only doing what countless towmen have done in coming to the aid of motorists. Likewise, the Towing Industry on Canvas, the mural that spans a city block that was unveiled in 2001, only reflects the true work that towers do; their grit, their skill, their selfless dedication. The Towman Chopper, “Hero,” was designed and custom-built for the 2005 Exposition. The unique bike reflects a unique industry. All these elements still are present at the American Towman Exposition celebrating its 30th year, and also there will be many of the men and women who were at the very first Expo, along with the thousands of towing professionals who have come after, who have seen with pride how the American Towman Experience reflects the

60 • October 2018 - TOWMAN.COM

greatness of their dedication, the risks they take and the work they do. The last six years, the Exposition has been instilled with original music that pays tribute to the Towman and his and her greatness. “The Road Calls” was first performed on Festival Night in 2012. Other Towman ballads followed. “One Hundred Years,” “Booms in the Sky,” “I’ll Return,”

“Bless the Spirit Riders,” “Bobby’s Law” and others. Mike Corbin and his Band will be singing these songs again on this Festival Night. These songs and the American Towman Medal Ceremony have made Festival Night an industry treasure. The Exposition engineered many acts over the years that reflected an industry endeavoring to steer its own ship: The Economics Conference in 1990, the National Road Service Commission on Motor Club Issues from 1991 through 1997, the Towman Bill of

Rights in 1997. The Captains of Industry Conference, of course, has been addressing critical industry issues since 1989 to the present; this year tackling the issue of Roadside Safety and how the tow boss can reduce the risk for his tow operators. Many landmark events of the first AT Expo in 1989 have been a continual force in this industry. The American Towman Academy pioneered tow management education and to this day is the industry’s premier educational forum. Among the dozens of seminar presenters this year, AT welcomes Ron Moore to conduct fire-rescue and towing cross-training sessions. This year the Spirit Ride finished its two-year mission to promote public awareness of the ‘Move Over’ law. “Spirit” will lie in state inside the Baltimore Convention Center for all to see as American Towman honors all the fallen. Also to be seen is the Spirit Ride display with its two-year timeline marking the Official Relay Stations. 10,000 towmen and tow women participated in the Ride. The towing industry has seen significant change over these past three decades and much of the change has been created or sparked by the American Towman Exposition. For 30 years, AT Expo has brought the industry together; its people, its ideas, its spirit. Its greatness. In the simplest terms, the American Towman Exposition has been towing’s Main Event and the world’s greatest tow show. When you step onto the exhibit floor inside the Baltimore Convention Center you will feel the electricity in the air brought on by more than 250 exhibitors, the booms that raise to the ceiling, the people who are reaching out.

Easy online Registration @ ATExposition.com

as of 9/14/18

EXHIBITOR ROSTER

360 Payments

Payment Technology Company offering integrated payments, mobile payments, no contract, & ability to pass fees to your customers.

Anchor Graphics

Existing to create customized tow signs, parking permits, hang tags for the towing industry!

ARI-Hetra 4 State Trucks

Leading distributor of aftermarket heavy duty truck parts, chrome accessories, lights and tool boxes.

Heavy duty lifts, accessories, exhaust extraction systems and wheel service equipment .

Arjex Tools AAA

The AAA Network of Savings provides superior value to our hardworking highway heroes.

Manufacturer for trailer parts & accessories. Our factory is located in Nimgbo China. We created a new company located in California for the North American market.

AASP-PA

Aftermarket Trade Association serving shops in Pennsylvania.

Atlanta Wrecker Sales

Jerr-Dan's #1 distributor for wrecker & carrier sales.

AT&T

Connected dashboard cameras, GPS tracking, fleet management telematics, wireless phones, DIRECTV.

Atlantic Emergency Solutions

Large ready-to-roll Jerr-Dan inventory or configure your own. Get the truck you've wanted!

Access Tools

in their words

BBSI

Workers Comp coverage (pay-asyou-go), safety consulting, HR consulting, payroll processing, business coaching.

Beacon Funding

Beacon Funding offers flexible financing plans at competitive rates to towing businesses across the nation.

Beacon Software

Dispatch Anywhere towing and roadside management software. 50+ integrations; QuickBooks, GPS companies 18+ motor clubs. Phone apps for driver productivity.

Best Tools

Best Tools manufactures its own brand of lockout tools 100% in the USA. We also sell towing, rigging, + emergency equipment.

Capital One Services

The undisputed leader in specialty tools for towing & repo professionals worldwide.

Austin Hinds Motors

If you didn't check with us you paid too much!

Apply for Capital One Spark Business Card: Unlimited 2% cashback or 2X miles on all qualified purchases.

Advantage Funding/Sterling Bank

Austin Insurance

Car-Part.com

Agero

Auto Data Direct

We provide an array of financing options for both new & used wreckers, rotators and service trucks. A leader in roadside assistance, offering high volume dispatches, easy online billing and free dispatch software.

Allstate Roadside Services

Youâ&#x20AC;&#x2122;re in Good Hands - Delivering a superior customer experience through digital technology and educational tools.

30 years of experience, weâ&#x20AC;&#x2122;ll focus on your coverages so you can focus on success! DMV123 (real-time vehicle data), Direct Post--Office (certified mailing tools), NMVTIS Salvage vehicle reporting tools.

Commercial Fleet Financing

Automotive Training Institute

Parker Chelsea the leading power transfer solutions provider to the towing and recovery market.

ATI is the leader in automotive business coaching providing expert management and consulting services.

AutoReturn Alpha Innovations

Passionately committed to developing lifelong relationships and delivering the ultimate product through integrity and innovation.

Aluminum Wheels MFG

Aluminum Wheels Mfg Inc. is a premier supplier of light and industrial grade aluminum wheels.

Amdor

Custom aluminum roll-up doors and LED lighting systems.

American Safety & Supply

High-Visibility clothing + safety equipment.

American Towman Magazine

The leading publication in the towing and recovery industry for 42 years!

Car-Part.com and Cart-PartPro.com creates software that provides auto recyclers with integrated end-to-end work flow.

We can restore a fair and transparent tow distribution in your municipality, maintain your current rate or higher on long-term contract.

B/A Products

Parts and accessories for the towing and auto transport industries.

B&B Industries

Manufacturers of quality towing & recovery equipment for over 45 years. Wreckers from 8 to 80 tons.

Bad Dog Tools

Since 1988 we've been making specialty & multi-purpose tools so good we guarantee 'em for life.

Financing tow trucks since 1995 with amazing rates and terms .

Chelsea Products Div. of Parker Ind.

Chesapeake Auto Equipment

Pro-Spot Welding System. Distributors of automotive service and collision repair equipment.

Chevron Commercial

Chevron and Vulcan car carriers, wreckers and transporters.

Comeup USA

Comeup Winch, the choice of OEM's and tow professionals, offering pulling capacities of 8,000 - 50,000 pounds.

Copart Auto Auctions

Copart remarkets salvage & clean title through internet sales utilizing VB3 Technology around the world.

THURSDAY

EVENT SCHEDULE Registration Opens

Rotator Training

by WreckMaster

Towman Monument

FRIDAY

AT Welcome Cruise Spirit of Baltimore, Inner Harbor 6:30 pm Boarding/7 pm Sail Ticket required

Rotator Training

TRAA Certification Must register with TRAA Program (NDCP) Testing

Exhibits Preview: Hall Opens

by WreckMaster

8 am - Noon Sponsored by American Towman, no fee Patrick Rooney – Maryland D.O.T. / CHART – FHWA TIM Responder Training Program Coordinator

2 pm - 5 pm Baltimore Convention Center

Luxury Vehicle Education

Donnie Cruse Recovery Conference Luncheon

Allstate Roadside Services, Exhibit Hall C Best Practices in Damage Mitigation 3 pm - 4 pm

12 noon Morton’s Steakhouse/Sheraton

Co-Sponsored by B/A Products, Zip’s/AW Direct American Towman & WreckMaster

Exhibit Hall Closes 5 pm

Spirit Ride Reception

Bull & Pig Roast/Miller Rocks

Sponsored by:

or 30 years, American Towman’s Legendary Hospitality has been one of the hallmarks of the American Towman Experience at the Exposition. Free breakfasts for Academy goers, the Bull & Pig Roast-Miller Rocks! on Friday night sponsored by Miller Industries, this year’s Spirit Ride Reception Friday afternoon, and Sunday Pie as the show finale. Along with Festival Night’s dinner and entertainment subsidized by American Towman, it’s the best deal in town. Oh, and the cigars at Calitri’s Cuba!

Miller Rocks at the Hard Rock Cafe

Sunday Pie Sponsored by:

LIVING IT UP

T Expo is known for its many networking venues from the Exhibit Floor to the Academy Corridors, and its 40 special events. Towmen live it up at the Exposition like they never have before. The Towman Hunt (skeet) to Calitri’s Cuba, the Bull & Pig Roast-Miller Rocks! to Captains of Industry and Festival Night is to name just a few of these venues. Towers are making new friends and catching up with old while mining business contacts that can boost their success.

Calitri’s Cuba at Dick’s Last Resort Pier

78 • October 2018 - TOWMAN.COM

Co-Sponsors Calitri’s Cuba

Easy online Registration @ ATExposition.com

AT EXPO EXHIBIT HIGHLIGHTS Exhibit highlights of American Towman display advertisers

MatJack Jumbo Safelift

Metro Tow Store

Metro Tow Trucks

New Hurricane System uprights casualties in as little as 5 minutes! Come see us to discuss. See Our Ad on Page 15

48” Wireless Truck Bar Durable poly-plastic housing, centre rip handle, 12V rechargeable, 0 life span, complete with transmitter, light, cord, and instructions. See Our Ad on Page 46

Metro HRV Series Rotator Don't miss the chance to see our NEW Metro HRV Series Rotator! See Our Ad on Page 100

McMahon Truck Center

Midwest Wrecker

Mobile Create USA

Operators love new low-profile, nimble, powerful yet safe Volvo VNR64300's matched with 28' 15 ton Jerr-Dan w/deck heights under 48. See Our Ad on Page M123

Come talk to one of our reps for great deals on any of our Kilar, Dynamic, and Danco products. See Our Ad on Page M128

Nationwide PTT Radio Special bundled deal includes a radio, GPS and service! $30/month for mobile unit or $35/month for handheld unit. See Our Ad on Page 21

Mobile Video Computing Solutions An innovative mobile solutions provider focused on advanced recording of vehicle video, telematics data, smartphone apps & connected vehicle software systems. See Our Ad on Page 94

Nation Safe Drivers (NSD)

OMG

For 50+ years NSD has been committed to working with service providers to create mutually beneficial partnerships. Providing Service to millions of customers and 8000+ clients. See Our Ad on Page 50

Tow Marketing providing tow bosses like you with creative advertising & marketing services since 1990. Websites, local search ads, video, on-hold messages, & much more! See Our Ad on Page N 131, SM128, W127

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

AT EXPO EXHIBIT HIGHLIGHTS Exhibit highlights of American Towman display advertisers

Performance Advantage Co. PAC has been producing top performing tool and equipment mounting systems for nearly 27 years. See Our Ad on Page N123

Phoenix, USA All Stainless Toolbox 1.5 mm stainless steel construction with stainless steel hardware, automotive bulb seal, rolled door edge, ergonomic compression latch. Available in 48” x 18” x 18” and 60” x 18” x 18”. See Our Ad on Page 104

Ramsey Winch Ramsey Winch announced the launch of their new & improved Hercules 25K/50K — designed and tested for synthetic rope. See Our Ad on Page 19

Ranger SST

Road America

Santander Bank

Messaging to Stranded Motorists Send alerts with driver picture to customers - as driver does Enroute and approaches the Incident. Follow with Satisfaction Survey! See Our Ad on Page 103

Since 1978, Road America has been a leading motor club with strong focus on light duty & heavy duty services. Weekly pay through direct deposit. See Our Ad on Page 117

Santander offers a simple application process, quick credit decisions, flexible programs and customized payment schedules. Finance with a leader See Our Ad on Page 58

Specialty Vehicle Equip. Funding Specialty Vehicle Funding is a direct lender providing fast financing for tow trucks, trailers, service vehicles and other specialty equipment. See Our Ad on Page 4 80 • October 2018 - TOWMAN.COM

Sovereign Risk Solutions

Spill Tackle

Towing Insurance Specialists offering coverages you need at prices you’ll love! See Our Ad on Page N128

1-20lb bag of Spill Tackle will absorb up to 10 gallons of fluid, and roughly equals 120-150lbs of cat litter. See Our Ad on Page N134

Easy online Registration @ ATExposition.com

AT EXPO EXHIBIT HIGHLIGHTS Exhibit highlights of American Towman display advertisers

Steck Mfg. Co.

Swoop

Talbert

Fourth Wheel Loader Allows drivers to load and secure vehicles up to 5 tons with broken ball joints and locked wheels on roll back wreckers. See Our Ad on Page 38

Powerful Software to manage your business. Paperless • mobile app • Dispatching • Easy to use • Credit Card Processing with Lower Fees See Our Ad on Page 91

Since 1938 Talbert has manufactured very high quality heavy haul trailers and specialized transportation equipment, including lowbed and travel axles. See Our Ad on Page 114

The Will-Burt Company

Towbook

TowMate

Night Scan HDT Night Scan is a full line of light towers that improves safety, efficiency, and makes you more money. See Our Ad on Page 24

Cloud-based towing software for managing motor club calls, digital dispatching, mobile apps for iPhone and Android, impounds and private properties. See Our Ad on Page 35

TowMate's most feature packed wireless light bar yet! The MO37 gives you wireless stop, tail and turn, but also features a powerful strobe and worklight mode! Made in USA. Lifetime Warranty. See Our Ads on Page 47, 116

Urgent.ly

US Fleet Tracking

TTZ’s Ultra-lightweight spreader bar (ASME B30.20BTH-1) works for all heavy-duty rotators for towing & emergency rescue. UWPB, Rigging kits, Safety LEDs, Snatch Blocks, Super slings and more. See Our Ad on Page 51

Urgent.ly is re-imagining roadside assistance our digital platform connects you with more nearby jobs to grow your business efficiently. See Our Ad on Page 37

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

AT-V4 GPS Tracker The AT-V4 expertly combines 4G LTE GPS tracking with configurable inputs and outputs for connecting PTOs and other vehicle accessories. See Our Ad on Page 45

FESTIVAL NIGHT

Mike Corbin

ow work is dangerous that involves all kinds of roadside incidents, sometimes leaving motorists in distress and their lives in jeopardy. It is a testament to our industry that the average tow operator can rise to the occasion and put his or herself at risk to save the life of a stranger. Festival Night is about such men and women. The stories behind the American Towman Medal, awarded for The Simple Act of Bravery, are astonishing. In the annals of the Medal, towers have rappelled off of bridges, dived into rivers, climbed utility poles and dashed into fires to save their fellow man. The March of the Heroes and the presentation of the Medals is a ceremony that swells the heart with pride. The evening also awards the Silver Star for “Overcoming adversity” and regales the audience with the Mike Corbin Band singing Towman Ballads like “Booms in the Sky” and “The Road Calls,” as well as legendary hits like “The Night They Drove Dixie Down” and “Glory Days.” This Festival Night also pays tribute to the legendary Spirit Riders who have honored fallen first responders all across America, drawing media to the Riders and the Move Over law. These men and women too are a rare breed who have selflessly given to the cause of a safer roadside. All this, plus a gourmet dinner and surprise entertainment make Festival Night the place to be Saturday night, Nov. 17, at the Renaissance Hotel. Join us for the 30th Anniversary Festival Night.

Get your tickets NOW! Advance Register @ ATExposition.com

Official Tow Truck of Towman Medal

Easy online Registration @ ATExposition.com

NETWORKING EVENTS Captains of Industry American Towman’s legendary conference for Industry movers and shakers. Break bread at the Captains’ Long Table.

Sunday Pie Great to meet towers who are smiling. Pie makes that happen.

HD Training with Rotator

ACES & Motor Clubs Towers performing demanding Club calls have a lot to share at the ACE Awards Ceremony. And there are twenty Clubs and Call Providers exhibiting to talk to.

Talk recovery with WreckMaster instructors and the towers participating.

Festival Night The super dedicated gravitate to this unique evening filled with awe and pride. Share the experience.

Towman Hunt/Skeet Shoot Talk turkey as the clay pigeons fly.

American Wrecker Pageant If you think the wreckers and the graphics are far out, check out the truck owners! Drill deep into the towman psyche.

Recovery Luncheon The focus is on recovery challenges as the winners of the Donnie Awards are critiqued. Break bread with your peers.

Luxury Vehicle Education Plenty of time to share notes with fellow towmen at the show floor clinics conducted by Allstate Roadside Services.

Exhibit Floor Engage with product and service experts among 250 exhibitors, marvel with your peers at the amazing wreckers, and run into old friends.

Grand Opening Thrilling to the Grand Opening of the Exposition on Saturday is a collective experience among the thousands present.

The Water Coolers Like office people congregate around the water cooler, Expo attendees meet up around the Towman Monument, the Towman Chopper, and before the Towing Industry on Canvas Mural.

Calitri’s Cuba One of the greatest cigar events in the world. Towers spin their recovery yarns and blow smoke on the pier at Dick’s Last Resort, right next to the Hard Rock.

The Academy Mix with other tow bosses in the Academy corridor and at the breakfast tables; go one-on-one with seminar presenters.

Spirit Ride Reception Take a coffee and cookie break on the show floor at the American Towman Station and Spirit Ride Commemorative Exhibit, enjoy the company of fellow Spirit Riders.

Bull & Pig Roast-Miller Rocks! Chill out, get down with tow bosses and recovery specialists from around the world at the Hard Rock Café on the waterfront.

Towman Cruise Relax and meet other tow bosses from around the country while gliding by the Inner Harbor.

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

EXHIBITOR ROSTER We Buy Key Fobs

Bring your used key fobs to booth 2915 and get paid on the spot!

Weego

Pro-grade portable jump starters that jump, charge, power and light.

WeldBuilt Wreckers & Carriers

Manufacturing quality custom towing & recovery equipment for 70 years!

West End Service

Miller Industries full line distributor of wreckers and carriers. Mediumduty international dealer.

Whelen Engineering Co.

Manufacturer of warning light systems; technologies used include halogen, strobe, LED and SuperLEDÂŽ.

Whiterail Reviews

Integrates with your dispatch software to effortlessly drive positive online reviews and driver reporting.

Witzco Trailers

Witzco Challenger Trailer's sliding axle has a one person operation, perfect for towing and recovery.

Xpress Pay

Helps businesses adopt an ePayment solution that reduces or eliminates, credit card processing fees.

Woody's Acces.

We carry quality accessories for big rig trucks, tow trucks, commercial trucks and much more!

Worldwide Equipment Sales

Full service Jerr-Dan, Landoll, and Cottrell dealer. Three locations to serve you better. 200+ in-stock units ready for immediate delivery.

WreckMaster

Offering operator training and certification along with a wide selection of rigging and recovery products.

XINSURANCE Powered by EIB

Xtreme Air Wedge

Introducing the first air wedge with attached sleeve, no more repair costs. Patent Pending.

Zip's Truck Equipment

Largest selection of new & used tow trucks, car carriers, towing accessories & replacement parts.

Zip's/AW Direct

Industry-leading supplier of everything a tow company needs, including straps, chains, lighting and safety gear.

Provides a partnership approach to specialty customized coverage with flexible underwriting, risk management expertise and a 24/7 claims hotline.

2018 SPONSORS Events and Speciality Items

84 â&#x20AC;˘ October 2018 - TOWMAN.COM

Easy online Registration @ ATExposition.com

AT EXPO EXHIBIT HIGHLIGHTS Exhibit highlights of American Towman display advertisers

Warn Industries

USAC/MD

Vulcan

USAC/MD is a leading provider of quality roadside assistance, known for fair rates, easy payments and a responsive staff. See Our Ad on Page 26

V-70 3rd Winch Option Add versatility to your fleet with the Vulcan V-70 with 3rd winch option. An additional 22,000 lbs. auxiliary winch is perfect for unique recovery situations. See Our Ad on Page 16-17

Warn Industries increases Hydraulic Series Winches’ performance and durability allowing for increased productivity and more money in workers’ pockets. See Our Ad on Page 25

Weego®

West End Service

Witzco Trailers

Weego 66 Jump Starting Power Pack UPGRADED! Compact, weighs just 2.5 lbs. yet offers 2,500 peak and 600 cranking amps. Ergonomic clamps. AutoBoost™ technology. Built-in 600 lumens light. 3-hours in-the-truck recharge. See Our Ad on Page 27

New 2018 KW T880 Tri-Axle 50 ton Vulcan V-103 Stock # W0476; 3 winches, 3 stage boom, Euro under lift, rotator out riggers; Kenworth T880 Day Cab, 84,740 GVWR, 565hp Cummins, 18 speed, 20k front, 46k rear, 20k pusher. See Our Ad on Page N131

SLIDING AXLE SA-35: 70,000 LBS CAPACITY One person - driver side hydraulic operations towing, recovery, rental market. Recovery that doesn’t hurt your bottom line. See Our Ad on Page N136

Worldwide Equipment Sales

XINSURANCE

Zip’s Truck Equipment

Full service Jerr-Dan, Landoll, and Cottrell dealer. Three locations to serve you better. 200+ in-stock units ready for immediate delivery. See Our Ad on Page 41

Provides customized specialty insurance with a partnership approach and has flexible underwriting, risk management expertise, and extraordinary claims management, including a 24/7 claims hotline. See Our Ad on Page 39

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

Zip's AW Direct builds custom carriers, light to heavy duty wreckers and service vehicles along with providing any repair parts or accessories needed to maximize your uptime. See Our Ad on Page 5

THE ACADEMY

Sharing Experience Knowledge

$125 Passport (thru advance-registration) Access all seminars!

Inspiring Conference Seminars; Enjoy Breakfast Hospitality

Towing & Recovery Conference

Synthetic Chain Vs. Steel Chain

PPI Management and Automation

Protecting Evidence Hold Vehicles

Is synthetic chain a possible solution to some of the old problems in using steel chain in the towing industry? Terry Abejuela, American Towman Magazine; Saturday, 8 a.m.

Explore dispatching, impound and lien processing automation related to locating, dispatching, impounding, owner, lien holder and police notifications. Todd Althouse, Beacon Software; Friday, 11 a.m.

This seminar explores ways tow companies can avoid contaminating valuable trace evidence. Terry Abejuela, American Towman Magazine; Friday, 9 a.m.

What NOT to Expect on a Recovery What not to expect on a recovery can’t be learned. Shane Coleman, Jerr-Dan; Friday, 10 a.m.

Wreckers in Trouble Avoid sloppy actions on-scene, questionable vehicle operations and chances that tower’s repeatedly take. Randall Resch, American Towman Magazine; Friday, 11 a.m.

Towman/Fireman Cross Training 101 Many tow companies are organizing cross training sessions with local first responders in their area. The first 90-minute session of Cross Training 101will show how to organize and conduct a cross training exercise with the fire department. This will be followed by “Towmen and Firemen: Situations and Expertise,” a second 90-minute session that teaches how fire and towing can rely on each other's knowledge and expertise in specific situations. Ron Moore, Training Officer; Prosper, Texas, Fire and Rescue, Friday, 5:00 – 8:00 p.m.

Billing for Liquid Debris Cleanup an Untapped Resource This seminar explores the law and regulation, dealing with the insurer, proper cleanup and getting paid. Jim Figueira, Environmental Chemical Solutions; Saturday, 9 a.m.

Dissecting the Donnies Join WreckMaster lead instructors Randy Biichle and Kurt Wilson as they analyze award-winning recoveries that have captured the prestigious Donnie Awards. Randy Biichle and Kurt Wilson, WreckMaster; Saturday, 9 a.m.

Dispatching Conference The Future of Dispatch Virtually everything has changed in towing in the last 50 years. Technology is changing how we take calls, don’t be left behind. Efficiency and quality is on everyone's mind. John Borowski, Auto Return; Friday, 9 a.m.

Turn Your Dispatch into a Profit Center Join Mike Porter of Speed’s Towing as he shows attendees a 10-step process that will train your dispatch to be inside sales people. It all starts with STEEP: Smile-Tone-Engage-EmpathyPolite. Mike Porter, Speed’s Towing; Friday, 10 a.m.

Recovery Billing This is the famous 8-hour course that teaches you how to charge the value of recovery work and collect from insurance companies. Fee includes two company personnel, the Boss and billing clerk. Bob & Eric Fouquette. Sat. & Sun., 8 a.m.-12 noon Fee includes the A.T. Academy Passport & breakfast Fri.–Sun.

86 • October 2018 - TOWMAN.COM

$1,850

Simpler, Smarter Dispatch and Pricing Send messages to stranded motorists, make better assignment decisions with better mapping and handle pricing complexities more efficiently. Jim Shellhaas; Ranger SST; Saturday, 8 a.m.

Sales & Marketing Conference Marketing Conversion Rates How to double sales revenue without spending more money on online marketing based on Conversion Rate Optimization. Will examine two critical types of conversion rates: online conversion rates and sales conversion rates. Daniel Ostrov, Whiterail Media; Friday, 9 a.m.

Online Interaction: Stand Out in the Crowd Tips and tricks for your company’s online customer interaction for local business listings, with addition information as to what could be coming in the future and what it means for business owners. Presented by a Google-owned company, Podium. Tyler Brunatti, Podium; Friday, 10 a.m.

How Apps Will Drive Towing Business How do towmen place themselves in the best position of opportunity for volumes of work in the future. Knowing where the consumer behavior is heading can give you an advantage over your competition. Sam Johnson (“The Blue Collar Guy”), TowZing; Friday, 11 a.m.

Keeping Pace with Google Changes Learn what Google is looking for this year on your website to drive more cash calls to your business. Dennis Wencel, Lift Marketing Group; Saturday, 8 a.m.

Easy online Registration @ ATExposition.com

You know a lot but not all there is to know. Notorious DRP: Distance, Relevance, and Prominence

Management Conference Where Does the ELD Mandate Stand?

Custom Painting vs. Wrap

Distance, Relevance, and Prominence: a tow boss’ guide to local search dominance. OMG’s Mike Rappaport explores the latest tips, tricks and techniques used by the country’s most successful towing operators. Mike Rappaport, OMG National; Saturday, 10 a.m.

The most current information possible on the ELD mandate and the most up to date status of the proposed exemption request from TRAA. Brian J. Riker, Fleet Compliance Solutions; Saturday, 10 a.m.

Custom-painting a wrecker is a many-layered process; and this seminar will cover the differences in custom-painting versus wrapping, the costs involved and the different values of both processes. Cecil Burrowes, Cecil Customs. Sunday, 9 a.m.

Towman Wellness Conference Coping with PTSD This open-forum discussion is intended to help towers understand just how powerful PTSD is, and how to seek help when necessary. Randall Resch, American Towman Magazine; Friday, 9 a.m.

Avoiding Job-Related Health Hazards A power point presentation and discussion on the dangers of blood borne pathogens, being stuck with sharp objects and the crisis of being exposed to Fentanyl while doing a job. Don K. Hudson, Troy Auto Care; Captain, Troy (Mich.) Fire Dept.; Friday, 10 a.m.

Check Up from the Neck Up D.J. Harrington will discuss what a tower can do to effectively prepare, monitor or change any negative or ineffective mindset patterns so he or she can perform at his or her best level every day. D.J. Harrington, Phone Logic; Friday, 11 a.m.

Insurance Conference Insurance Strategies for Today's Volatile Market Information on what is happening with the increase of insurance premiums in the towing industry, types of claims that the underwriters are identifying as causes and strategies that towing companies could employ to help reduce their claims and rates. Bobby Tuttle, CIRT; Sunday, 9 a.m.

OSHA and the Towing Industry Exploring the broad scope and reach of the OSH Act, which is where OSHA and related state agencies draw their authority from. Includes how other federal agencies have some jurisdiction over towers health, safety and environment regulations. Brian J. Riker, Fleet Compliance Solutions; Sunday, 9 a.m.

Putting the “Service” Back in Customer Service Customer service is such an important part of the job, however it has become a lost practice. How often do you even get a thank you nowadays? Don K. Hudson, Troy Auto Care; Captain, Troy (Mich.) Fire Dept.; Sunday, 10 a.m.

Who is Driving the Bus(iness)? Are you driving the business or is the business driving you? Learn how to take control and run a more fluid business allowing you to focus on growth and profitability. John Borowski, Auto Return; Sunday, 10 a.m.

Are You Hiring Eagles or Turkeys?

Image Conference

Police Towers Conference The Police Towers Conference features a seminar discussing strategy for increasing your town's regulated rates. Having statistics to back up one's case for a rate increase can mean all the difference. The Conference will also cover ways to cultivate a strong relationship with the town and the police department. Attendees will be given a strategy paper and template for a proposal to your town. Presented by Ron Myers, Police Towers of America; Saturday, 8-11 a.m.

Working with Legislators Conference A great Conference for officers of state associations and tow company owners. Auto Return’s VP of Government Affairs Jay Atkins of Auto Return, and Executive Directors Cynthia Martineau of TRAA and Joseph Hollabaugh of the Association of Professional Towers-Ohio (APTO) will give you the tools to effectively interact with your state legislators that will help get laws favorable to the towing profession passed; Saturday, 9-11 a.m.

D.J. Harrington will give you techniques to help you quickly identify the right people so you can avoid hiring the Turkeys and hire more Eagles. D.J. Harrington, Phone Logic; Sunday, 10 a.m.

*Schedule Subject to Change

$125 Passport (thru advance-registration) Access all seminars!

WM Rotator Training 12 hour Heavy-Duty WreckMaster instructor Bruce Campbell conducts a special 12-hour training course on rotator recovery; classroom and outdoors hands-on. $595 Thursday & Friday

$595 advance $695 onsite

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

Bruce Campbell

HISTORIC INNER HA RBOR

he historic Inner Harbor is the most successful waterfront redevelopment in the U.S. It is simply magnificent. Its views, waterside promenades, restaurants, shops and museums—like the Maryland Science Fair and National Aquarium, on board the ships Constellation, a submarine, and a Coast Guard cruiser from Pearl Harbor––there’s no scene like it. The Bull & Pig Roast-Miller Rocks! (Hard Rock Café), Calitri’s Cuba (Dick’s Last Resort) and Festival Night (Renaissance) all take place on the Harbor. The Baltimore Convention Center is two blocks from the water. The Powerplant entertainment enclave is one block away. Eclectic Fells Point is a fiveminute ride by water taxi. The Towman Cruise embarks near the Hyatt and tours the Inner Harbor.

Fell’s Point

Expo - Harbor Happenings: Bull & Pig Roast (Mlller Rocks at the Hard Rock Cafe), Calitri's Cuba at Dick’s Last Resort Pier, and Festival Night at the Renaissance Harborplace are just some of the Inner Harbor happenings.

AT Welcome Cruise: Join American Towman for the dinner cruise Thursday evening on the Spirit of Baltimore.

Baltimore’s B&O Railroad Museum is world renowned

Air Fares Water Taxi Towman Chopper See the world's only towing-theme bike at the American Towman Station on the Exhibit Floor.

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Easy online Registration @ ATExposition.com

Round Trip Non-stop Trip to Baltimore

Los Angeles

$303

Chicago

$246

Seattle

$365

Atlanta

$246

Phoenix

$391

Fort Lauderdale

$223

Denver

$314

Boston

$152

Dallas

$283

Detroit

$172

New Orleans

$209

Charlotte

$203

Exhibit Hall: Fri. 2pm-5pm, Sat. 11am-6pm, Sun. 10am-4pm ... Nov. 16-18, 2018

Advance-Register by November 9th Register ASAP for events, seminars and hotel rooms while avalibilty lasts...

The Next Step Up

Ron Myers

Retired Col. Ken Morckel, a leading consultant to TIMS, talks with towers about respect in the field during the Police Towers Conference at the AT Expo-Dallas.

by Charles Duke

magine a $30 billion to $50 billion industry that operates largely as independent companies that collectively earn such income through work generated from law enforcement. The industry has very little across-theboard organization and no permanent representation in Washington to protect its interests from outside entities. That would seem to be a recipe for vulnerability, wouldn’t it? Enter the Police Towers of America, a consortium of towing and recovery professionals dedicated to furthering safety and professionalism in the towing industry. Their aim is to advance the industry through training and improved relations with law enforcement, all while raising the earnings of tow companies. The consortium has produced a National Rotation Standard as well as a model designed for tow companies to build and defend fair pricing for their services. PTA also looks to raise enough money to maintain permanent lobbyists on the national and local levels to look out for the industry. PTA President Ron Myers, who is

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the Operations Manager of Pine Tree Towing and Recovery in Cambridge, Ohio, recently addressed a group of attendees to the Police Towers Conference held during American Towman’s Tow Expo-Dallas in Texas. He said that as the industry has been unregulated, there has been a degree of price gouging. Myers said that he had recently testified against a tower

Myers said that now is a perfect opportunity for the towing industry to make its case to the federal government for its own set of rules and its own hours of service.

in front of the Public Service Commission in West Virginia who presented a $182,000 bill for a job. “The problem is the insurance companies are not going to take that,” Myers said. “At some point, they’re going to fight back … and they just don’t single out. They’ve found out it’s cheaper for them to go after all of us with a shotgun than use a sharpshooter for the guy that’s overcharging. So when you have a price gouger, their solution is to punish us all. “As a result, a group of us got together and we were overwhelmed, we were so out of control—we had no control over our business. We ran our businesses; but we had so much pressure coming from outside that we had no control over. We’ve all been running our businesses in our own little cocoon; and there’s been no effort to come together as a group to try to steer us in the right direction.” With towing being taken out of Title 49, Myers said the federal government recognized that the towing

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... continued from p. 92 industry is not a standard trucking company. However, now it can be regulated by each and every government in any state or municipality. Myers said that now is a perfect opportunity for the towing industry to make its case to the federal government for its own set of rules and its own hours of service. He said that the industry has been signing petitions; but no one has actually gone to Washington to make its case to the government. Andrew Herf, president of Shumaker Advisors in Ohio and a lobbyist for the Association of Professional Towers-Ohio, addressed those in attendance about the need for permanent and effective representation to protect the industry’s interests on the national and state level. “In your states, are you ready (to fight unfavorable legislation)? Do you have a professional apparatus in your state to be able to kill something that was started by leadership in your legislature?” Herf asked.

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Herf also mentioned the importance of having access to a professional staff that has the ability to engage people daily on a legislative basis. He advised towers not to take “no” for an answer early in the process. “Fight until the last day,” Herf said. “If you don’t have guys who are going to fight for you until the very last bitter moment to get something good done, you’ve got the wrong guy.” Herf also advised towmen not to take “no” from someone who can’t tell you “yes.” “Don’t let some staffer tell you ‘no.’ Staffers don’t vote. Make a senator tell you ‘no,’ because a lot of times they don’t have any idea what the staff’s telling you. … Just cut through all of it.” Retired Col. Ken Morckel, director of law enforcement/homeland security services at First Response Solutions and a leading consultant to TIMS, dealt with the perspective from the other side: law enforcement professionals who deal with tow operators. “We’re all looking to be respected; we’re all looking to make a living;

we’re all looking to take care of our family,” Moerckel said. “It’s a matter of how do we get there and do this collectively and together.” Moerckel discussed the importance of perception of the towing industry and how it should be the concern of all towmen. “If you don’t have concerns about your industry … and where it’s been done absolutely wrong, you should … because it affects you. Just like if a cop here today in Texas does something wrong, it’s going to affect me in Ohio … because it becomes a perception of the industry.” Moerckel said that the towing industry has to embrace technology, especially when it comes to developing data on the industry itself. Lack of such data affects towmen’s rates. Towmen have to be able to prove and justify, through data, why they should be paid a certain fee for their services. One problem is that tow companies that do have the data won’t let the industry at large, such as Police Towers of America, have it.

Moerckel said that the industry is starting to get professionalized; and the way to get to the next step is to take hold of its own standards. He mentioned that, like law enforcement, if the industry doesn’t police its own and make its own standards and insist upon them, somebody from outside the industry is going to do it. “Quit complaining, find out what you should be doing with training, recruitment—whatever you want to do—and make your standards so that they fit the environment that you’re working in,” he said emphatically. “If not, the government will: someone who doesn’t know a damn thing about wreckers, and tell you who you should and should not hire. “Whereas,” Moerckel said, “if you have something to present and you have data to present, and you have professional standards to present,” the towing industry itself can be what moves the industry as a whole forward.” The next Police Towers Conference will be held Nov. 17 starting at 8 a.m. during the American Towman Exposition at the Baltimore Convention Center in Baltimore, Maryland. Those interested in attending may register at atexposition.com.

American Towman Magazine Senior Editor Charles Duke has written and served as editor for trade, music and nonprofit publications. He also serves as the editor for AT’s online sister publications Tow Industry Week and Tow Industry Today.

Work the non-traffic side–Stay Safe!

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Looking into the Future

by John Borowski

Isn’t it amazing, when you attend your favorite AT Tow Expo, how well we interact with our fellow towers? More money can be made by respecting and working with each other instead of wasting time degrading the competition.

here are times I wish I’d towed that DeLorean from the “Back to the Future” movies, to get a glimpse at what might be coming in the future. (Wouldn’t it be great to be able to look into the future and know you’re making all the right moves to become a successful tow company?) I have recently presented seminars about autonomous cars and the effects they will project onto the towing industry. There was great interest, attendance and, quite honestly, I saw that I made points some audience members had never considered before. We need to really understand where we are as an industry today to better understand where we’re going. One of my major concerns is the generational shift to the Millennials taking over our industry. I know it is inevitable, but it’s still a concern watching so many familiar names that have directed this industry for decades so close to the exit door. It has been a topic of discussion at the many events we attend throughout the year. We Baby Boomers really don’t understand the incoming generation … at all. I have taken some time, however, to try to understand the generational change that’s evolving. I think we Boomers need to better understand

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these millennials we’hre hiring; they are smarter than us and from what I can tell are more interested in the bottom line. They will be just fine. In the next decade, there are a few things owners need to better understand and address: • Profitability. • Operational efficiency. • Quality of service. • Preservation of state, national associations. • Making towing a career. • Accepting technological change. • Converging an industry. • Refocus on education. • Realize the benefits of networking. • Realize a better life in the towing world.

Profitability Profitability is a major hurdle for most tow companies. Some will lie and say “Oh, we’re doing great;” but there is a small percentage of towers who don’t need to read this. Calculate your annual salary and then honestly add up the hours spent weekly, multiply by 52 and then divided by your annual salary. Still satisfied? Next we need to look at business profitability and return on investment. This problem has a trickle-down effect to the

employees, where one of the biggest problems in the industry is employee retention.

Efficiency When you are operating on a tight budget (low rates), you have to use every minute productively. Whether you’re paying commission or hourly does not matter. Every call should be handled like a NASCAR pit stop— achieve the best possible service in the least amount of time. Your truck should be empty the least possible amount of time. Your expenses don’t stop when it’s empty, but revenue does. Corrections in dispatch can minimize wasted time and expensive mistakes.

Service No motorist looks forward to having a vehicle towed, but we can make this bad situation as pleasant as possible. Quality of service lacks in many industries today. For whatever reasons it seems to have been pushed aside. I know given some effort, great quality of service can separate you from the competition and open the door to higher rates. Better customer reviews and wordof-mouth endorsements are key to this.

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... continued from p. 96 Associations Associations are sorely overlooked. The concept is to create a group to gain a greater voice to improve an industry. Unfortunately, there are towers who spend more time degrading their brothers within the industry and tell everyone they come in contact with the association is only for the bigger companies. Just what does that mean? Are they really just creating a big boys club, or are they truly improving the industry? We all share the same issues; we could do so much more collectively, acting as a brotherhood.

Career How can you expect to hire people when all you offer is no holidays, oncall 24/7, no retirement, no health insurance, the worse the weather/the more I need you, more towers killed roadside than fire and police combined. … Oops, forgot to mention, all this for $12 per hour. We need to get more inline with the job prerequisites

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and stop competing on low rates or even accepting below-cost calls. We will always lose our operators to whatever driver industry offers a better deal, which is most.

Technology We need to find the waste within our day-to-day operations. I admit, even I was shocked at how long it takes to manually take in a call and then deliver it. Then of course interject human error. There are several time clocks running (employees, customers, third parties) that through the latest technological advancements are not necessary. We need to try to make every minute of every hour count, not endure cost without revenue.

Solidarity Isn’t it amazing, when you attend your favorite AT Tow Expo, how well we interact with our fellow towers? As long as they are not our direct competition, we all share the same highs and lows within this great industry. If only you could take that camaraderie

and apply it with all towers. After all, don’t we all deal with the same problems? More money can be made by respecting and working with each other instead of wasting time degrading your competition. This also seems to leak out into the general public. All that does is make our profession look like a bunch pirates, thieves and idiots.

Education There are so many great training courses out there today. When I started there weren’t any whatsoever. Take advantage of this and it will come back to you in the form of better service that wastes little time and provides unrivaled quality of service. The best thing it does is help to prevent injury to the operator. It also will prevent damage to your equipment and your customers’ vehicles.

Networking Networking with other towers will help you achieve more profitability

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... continued from p. 98 and greater customer satisfaction. Ask some of the top towers at your next Tow Expo. You will be pleasantly surprised by the tips and advice you will be able to implement as soon as you get back.

Pride Towing is a very important industry. Without it, our roadways would gridlock quickly. I recently went to Africa and saw their lack of rotational municipal towing. Abandoned vehi-

cles that litter the roads cause fatal accidents. Motor vehicle accidents are the leading killer of the 15- to 29-yearolds … killing more than malaria! (Who would think in today’s world it is even possible for this to exist?) We need to turn our lives of providing towing and recovery into a proud, lucrative and enjoyable career. I see the towing industry as great career. We need to improve some of the ways we operate, and we can make

Taking the time to talk with others in the industry and learn more can only help. The author and AT Field Editor Terry Abejuela discuss industry happenings at the 2017 AT Expo’s Captains of Industry Conference.

this whole industry strong and respected … as it should be. If you try to improve these 10 items, I know you will be thanking me in 10 years. I don’t have a flux capacitor, but I have been around long enough and seen this industry from enough angles.

John Borowski, Vice President of Tow Industry Programs at AutoReturn, is a two time recipient of the American Towman Medal for heroism, an inductee in the Int'l Towing & Recovery Hall of Fame, a past president of the Statewide Towing Association of Massachusetts, a veteran tow business owner and manager, and a former towing equipment sales specialist for two wrecker manufacturers. John was Towman of the Year in 2005.

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Stertil-Koni Adds New England Distributor Stertil-Koni (stertil-koni.com) recently announced that it expanded its network of exclusive distributors

with the addition of Garage Equipment Solutions in Rensselaer, New York. Garage Equipment Solutions specializes in vehicle equipment and service to customers in eastern New York State, Vermont, western Massachusetts

and western Connecticut. GES has focused on wheel service, vehicle lifts, waste oil, air, lube, and storage systems, plus service for vehicle repair shops; it now expands into heavy-duty vehicle lifting systems.

Jerr-Dan Sells First Rotator in California Jerr-Dan (jerrdan.com) recently sold its first rotator in the state of California to Frank Scotto Towing in Torrance, a 50/60-ton, tandem-steer JFB rotator. “Jerr-Dan’s products continue to exceed industry standards and that was very important to us since California has complex requirements for the towing industry,” said said Sean Van Lingen, VP of Van Lingen Group, the parent company of Frank Scotto Towing. “As we expand our presence and offerings on the West Coast, we continue to partner with our Jerr-Dan distributors to offer towers the solu-

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tions they need,” said Jeff Irr, Jerr-Dan senior director of marketing and sales. Hydraulic Shop Inc. in Bloomington assisted Frank Scotto Towing with the purchase.

Daimler Names Head of Communications Andrea Corso recently was appointed as Head of Communications at Daimler Trucks North America (daimlertrucksnorthamerica.com). Her responsibilities include DTNA’s internal and external corporate communications as well as product communications for the Freightliner, Western Star, Detroit engines and components, and Thomas Built Buses brands as well as other brands in the U.S. and Mexico. Corso has more than 20 years of communications experience; her responsibilities included the development of internal and external communications strategies, brand positioning and executive communications.

2018 Truck Parking Report Released Trucker Path (truckerpath.com), an app for truck drivers in the U.S., recently released its 2018 Truck Parking Report, an annual white paper that explores the issue of truck parking in the U.S. and possible solutions. Failure to find a spot within the hours of service limit puts many drivers at risk of parking in unauthorized areas, thus making the job more stressful with 85 percent of drivers citing parking as the No. 1 cause of stress at work. Due to failure to find a spot, 70 percent of truckers have had to violate HOS, and 96 percent have parked in areas not designated for trucks. In addition, 48 percent of drivers spend an hour or more to find safe truck parking, which is essentially driving time that does not translate into revenue.

Tougher Testing for Vehicle Lifts It’s now a little more challenging for a vehicle lift to earn an Automotive Lift Institute (autolift.org) gold certification label. ANSI/ALI ALCTV is the safety standard covering vehicle lift design, construction, testing and validation. The current edition, ANSI/ALI ALCTV: 2017, took effect July 24, 2018, replacing its predecessor, ANSI/ALI ALCTV: 2011. While the major design and construction requirements of the standard remain intact, significant updates were made to strengthen the testing that must be performed by a nationally recognized testing laboratory to confirm that a lift meets the requirements. Changes include expanding the testing requirements for load-holding devices and increasing the number of test cycles. In addition to the testing requirement changes, ANSI/ALI ALCTV: 2017 explains the difference between lift accessories and lift attachments and clarifies which aspects of the standard apply to each. The current edition also includes a new section of requirements for wireless controls.

Work the non-traffic side–Stay Safe!

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G2 Insurance Collaborating with Urgent.ly G2 Insurance Services recently announced it is working with Urgent.ly (geturgently.com), the digital roadside assistance platform, to contribute roadside assistance services to G2’s highnet-worth clients. G2’s Personal Risk Management clients will be assigned a dedicated phone number that will allow access to Urgent.ly’s Intelligent Towing Solution, which dispatches Urgent.ly’s connected towing vehicles to the scene of a mechanical disablement or accident. G2’s clients will receive live status updates and be able to watch in realtime as their assigned towing vehicle arrive. “G2 has a great vision for surrounding their clients with resources beyond insurance,” said Urgent.ly CEO/cofounder Chris Spanos. “We are excited to provide our innovative and leading roadside platform and service as part of the G2 client experience.”

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Spirit Is Home ward Bound by Steve Calitri

Requiem for the Fallen Towman

In the exalted work Righting wrecks Clearing disaster Aiding stranded souls Alongside the careless winds The cars passing And then An inglorious second Like a soldier Picked off By stray bullet Towmedic Transport led the Spirit Ride in Indio California.

s I write, Spirit is in New Mexico making its way eastward. The last ceremony of this historic twoyear Ride will take place in the Baltimore Ravens parking lot on the morning of Nov. 13. The ceremony will be co-produced by the American Towman Spirit Ride with the Maryland Department of Transportation (Pat Rooney directing). First Responders of all stripes will be attending. Morton’s Towing will carry the casket from its shop in Laurel into the Ceremony and then lead the procession that follows down Pratt Street to the Inner Harbor. Spirit then will be rolled into the Baltimore Convention Center where it will “lie in state” for all to see during the 30th anniversary American Towman Exposition. In the 12 months that spanned 2017 to 2018 since the Ride began in Haverhill, Massachusetts, some 10,000 108 • October 2018 - TOWMAN.COM

tow trucks—along with fire, EMS and police vehicles—have participated in Spirit Ride processions across America. By Nov. 13, Spirit will have been relayed in 310 cities as it crisscrossed the nation from east to west and back, twice. In that time the Ride scored media coverage in television news, newspaper features, radio, Internet and social media. More than 500 newspaper articles chronicled the Ride. Some 140 TV news stories aired, most of them twominute pieces, which in TV land is a very long time. As far as media coverage went, the Spirit Ride’s mission struck gold. It took thousands of towers and first responders to make it happen. Spirit Ride’s media outreach played a key role as well. Meanwhile, towers and other first responders continue to be struck down while working the white line, though the frequency of such inci-

dents this year seems to have abated by about half. The Spirit Ride has been an effective agent in what I term “an awakening” to perils first responders face and the tragedies that have struck them. In many of the towns the Ride passed through, police have committed to enforcing the Move Over law. Both the unawareness of the law and a lack of enforcement have played into the challenge of the Spirit Ride’s ultimate mission: change the tide of this needless carnage. As the Spirit Ride ends its twoyear run, it may be apt to use Winston Churchill’s famous words, “This is the end of the beginning.” It will primarily be up to these original Spirit Riders if the Ride is to continue in 2019. For now, they will be gathering in Baltimore for the Ride’s finale.

Officers from the California Department of Corrections salute the Spirit Casket at the ceremony led by Ramsey Towing in Blythe, CA

Behind the weeping family We stand Above the stone His industry engraves: Lower the stars Play the lone Taps Forever Taps The stream of cars He knew the peril And still went out And still went out When tired or ill Acts brave and great While traffic zooms Raise the booms He lies in state by Steve Calitri

Spirit Ride baton, Van Lingen Work the non-traffic side–Stay Safe!

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Greeting the Spirit Riders from overpasses has been a common sight across America.