American Towman Magazine - March 2011 by dortiz-towman

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TThe optional SP 8000 Sidepuller provides you a multitude of recovery options that you can perform from either side of your carrier with minimal lane blockage.

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With 5 to 6 inches of . lower deck height compared to a conventional carrier, the LCG provides better stability when driving down the road loaded as well as improved height clearance when hauling taller loads or operating under many lower awnings or in garages. -

The extremely low load angle makes it ideal for loading vehicles with low spoilers,bumpers or exhaust pipes without the use of ramps or rwood. w v

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Rieks Towing first raised this diesel tanker out of the water before attaching recovery straps to reduce the possibility of additional damage.

FEATURE CONTENTS

Transmission Overrides Can Make Your Life Easier Many manufacturers provide a method to override the transmission; many of the methods are neither published nor easily identified. by David Lambert

Making Professionalism Paramount Departments Low Down . . . . . . . . . . . . . . . .7 Tow Boss . . . . . . . . . . . . . . . .10 Road Tools . . . . . . . . . . . . . . .12 News Share . . . . . . . . . . . . . .14 AD Index . . . . . . . . . . . . . . . .16 Beacons On! . . . . . . . . . . . . .18 My Baby. . . . . . . . . . . . . . . . .40 Towman’s Market . . . . . . . . . .42 Adventures of A.T. . . . . . . . . . .45

Bill and Kathy Sellner do more than talk about customer service, they exemplify it from the top down and received the Order of Towman for their dedication. by Brendan Dooley

Diesel Tanker Tumbles From Dam Wall An overturned diesel tanker in 6 feet of water involved broken stumps, challenging incline, fuel cleanup and more.

Photos by: Brendan Dooley, David Lambert, Bill”s Towing, PhotoXpress.com, Rieks Towing, Messenger Post Media

Cover Design by: Ann Marie Nitti

TOWMAN.COM - March 2011 • 5

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A New Editor, New Skies Above by Steve Calitri

mpire building finds its place in Chopper, “Hero,” across the country visour minds during moments of iting with tow shops all along the way. I repose. Sometimes it flickers in had to remind him he was married with one’s imagination while watchfour kids to bring him back to earth. ing flames dancing in the fireplace. What I have learned of the towing Sometimes the thoughts chase us while and recovery industry has happened tending to the grill during a family barover a few decades. Brendan will be takbecue. Sometimes the notion roars in our ing a crash course over the next couple ears immediately after securing a new months. First, he will be learning about commercial account, be it a car dealermany towing-related products as he ship, an apartment complex or maybe a interviews users of those products for lucrative contract with the town. April’s Buyers Report issue. By the time For me, the notions of that issue hits the streets, empire building strike when he’ll be taking the famed, the latest issue of American week-long WreckMaster Towman arrives from the course, in the classroom and printer. I look at what was out in the field learning accomplished with the light-, medium-, and heavycover and the articles inside. duty towing and recovery. I think about how much He says he can’t wait. more there is to cover; how American Towman has hungry both our readers and big plans for its print ediBrendan Dooley myself are for presentations tion and its reach through on amazing recoveries; the Internet. Brendan will exposés on towing and its politics, and be playing a big role in the field visitarticles in which new business opportuing towing operations and reviewing nities are discovered. products that towers use. You will see Today I am more excited than ever evidence of this in future issues and on about what can be accomplished the web. because of our new editor, Brendan In our attempts to soar the editorial Dooley. I truly feel that American Towskies, our biggest resource remains our man is about to soar to new heights. readership. Your thoughts and ideas, Brendan is a graduate of Marquette as well as your own contributions in University (Milwaukee) with a B.A. in the form of writing and photos, are Journalism. He has been the editor of wanted more than ever. We encourage Professional Tool & Equipment News you to send us your recovery photos and Professional Distrubutor magazines and also images of your amazing the past four years (both are automotive truck graphics, photos of today and of aftermarket trade magazines). He was yesteryear. Look for the American also the founding editor of Vintage Towman page on Facebook and email Motorcycles and an associate editor of Brendan at bdooley@towman.com. I Old Cars Weekly after leaving writing know he’s in there with you, in the and editing posts in the newspaper field. trenches, and somehow tangled in He has a passion for writing and editing your dreamworld of empire building. and loves anything automotive. One of Together, anything is possible. his first requests was to ride the Towman

Publisher Dennie Ortiz-Sorrenti Editor-In-Chief Steve Calitri Editor Brendan Dooley Operations Editors Terry Abejuela Randall Resch Chassis Editor David Kolman Safety Editor Bill Simmons Contributing Editors David Lambert David Bouvia Todd Althouse Editorial Board Tommy Anderson, Dallas, Texas Roy Carlson; St. Paul, Minn. Gary Coe; Portland, Ore. Frank Child; Cody, Wyo. Belinda Harris; Greensboro, N.C. Amado Llorens; Hialeah, Fla. Ron Mislan; Warren, N.J. Chuck Swider; Chicopee, Mass. Frank Sanchez; Bridgewater, N.J. Art Director/Production Manager Ann Marie Nitti Graphic Manager William Burwell Advertising Sales Manager Dennie Ortiz-Sorrenti Senior Account Executive Ellen Rosengart VP of Accounts Norma Calitri VP of Communications Neila Smith Internet Developer Henri Calitri American Towman Network, Inc. President Steve Calitri Headquarters 7 West Street, Warwick NY 10990 800-732-3869 or 845-986-4546 Fax: 845-986-5181 E-mail: Publisher: dsorrenti@towman.com Editor-In-Chief: scalitri@towman.com Editor: bdooley@towman.com AT’S Digital Edition: itowman.com Weekly Industry News: towman.com Copyright ©2011 American Towman Magazine is published 12 times a year by American Towman Network, Inc. U.S. Subscription: $50–1 yr; $95–2 yrs • US $65 and $105 • International

Editorial Policy: the act of mailing or delivering a letter or article to American Towman Magazine, shall constitute permission to publish that letter or article or any portion thereof. American Towman Magazine reserves the right to edit any and all material submitted.

TOWMAN.COM - March 2011 • 7

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This year marks the 110th anniversary for Heil Trailer International of Cleveland, Tenn. The manufacturer of specialty transport trailers plans to host a celebration day and introduce a collection of marketing and promos, including a calendar and clothing, focused on “Celebrating 110 Years of Growth.” The early 1900s saw the beginnings of revolutionary change in the world: The Wright brothers' flight at Kitty Hawk, Einstein's theory of relativity and Marconi's first transatlantic wireless message. This was also the time a man named Julius P. Heil embarked on a personal journey to transform the transportation industry with his innovative ideas. In 1901, Julius Heil founded the Heil Railjoint Co. in Milwaukee, pioneering the use of electric welding. As the company grew, Heil began building truck bodies, hydraulic hoists and a variety of truck trailers for the newborn automotive industry. In 1993, Heil was purchased by the Dover Corp. Heil employs more than 800 people, and has five manufacturing facilities.

Wall of the Fallen Request Ken Cruse, chairman for the Wall of the Fallen at the International Towing Museum in Chattanooga, Tenn., wants industry members to remember the Wall for any towers they know who have suffered tragedy on the job. “We are now and always looking to honor the ones that have fallen in the line of duty,” said Cruse. “September seems a long way off, but our dedication ceremony is not that far away.” If you’ve lost a loved one that should be included in the Wall of the Fallen, you can check out the criteria at www.internationaltowingmuseum.org/wallofthefallen, or call Cheryl Mish at 423-267-3132.

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TOWMAN.COM - March 2011 • 9

Get Paid by the Motor Clubs

How the Internet Can Help Your Cash Flow by Todd Althouse

or towing companies, motor club work is a significant business segment that can help cash flow. However, if the billing and receivables process is not managed properly, it can hurt cash flow. It is estimated that about 15 percent of motor club invoices do not get submitted. And in some instances, Gone On Arrivals are not completed. This is earned income that is lost. Technology has influenced the towing industry from the design and manufacturing of tow trucks, to the way towing companies run their businesses; innovative software products have allowed companies to work smarter and more efficient by eliminating the need for endless hours of costly manual labor. There are a number of different products in the market to help tow companies become more automated. The right equipment and technology can help tow companies conduct business in a more resourceful manner, so more time can be spent developing other areas of the business. Software systems geared towards the needs of towing companies, with the internet, can improve accounts receivable. For example, Beacon’s Automated Motor Club Billing feature improves time management and ensures that 100 percent of motor club calls are billed. Accounts receivable are completed within minutes with just a few clicks. Scott Hatch has owned Southern Maine Towing for 20 years, and operates six trucks. “We do an average of 30 calls per day for roadside assistance companies,” Hatch said. “These companies have different rate schedules and delay times for being processed through each company’s website. We would spend a minimum of 80 hours 10 • March 2011 - TOWMAN.COM

per week handling the billing of these invoices. “Beacon’s Motor Club Billing feature has literally eliminated all that wasted time. I have been able to cut down the time one employee has to stay in the office and have gained more time for that employee to be out in a truck.” What used to take Southern Maine Towing hours, now takes minutes. Click on the appropriate screen, check unbilled calls, and hit send. The software goes to every motor club website and bills the calls in minutes. If there is any missing information, the software tells you what needs to be completed. Hatch said another advantage of this software is that it sends calls directly assigned to the driver and eliminates driver commission sheets. Drivers now can enter their VINs at the scene, and the software ensures that they get the information needed to bill calls. Drivers have seen an increase in pay, because they have less paperwork and can handle more calls per day.

Chris Butler, owner of Qik Pik Inc., said errors have decreased in their billing because the software prompts them about missing or incorrect data (like VINs and odometer readings) when submitting the information electronically. With so many expenses increasing, companies cannot afford to lose any revenue. Bud Gruber, owner of Bald Eagle Towing, estimated losses of $3,000 per month from paperwork problems. Adding software to assist, he said that “with a click of a button, I can send my invoices in a fraction of the time. I can also follow up and view which invoices have not been paid.” Motor clubs provide an important link in connecting customers to towers. By adding the right software packages, towing companies can get past the old-fashioned ways of running their businesses and enhance efficiencies in their everyday operations. Editor’s note: Todd Althouse is president of Beacon Software LLC.

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Check Out What’s NEW and HOT! Modified Z-bar Self Loader Lift and Tow’s Z-bar self-loading assembly has been modified with a more versatile head and quicker, smoother operation. The Z series is completely retractable, leaving the tailgate and bed intact. The power boom is equipped with six-function hydraulics and wireless remote. The assembly is self-loading with in-cab controls, and no under-the-hood modifications are required. Delivery includes everything needed to install and tow in the same day. Unit weighs 850 lbs.

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SST Option for Aluminum Decks Miller Industries' SST option is available for Century and Vulcan aluminum 12 Series LCG and 10 Series carriers. The SST option improves the load angle by an additional 3.5 degrees, to assist in loading lowclearance vehicles. The SST option on the aluminum carriers includes polished, solid, narrow-profile rails for a sharper appearance and provide more usable deck space for wider vehicles or those with wide tires.

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Credit Card Support for Smart Phone North American Bancard’s Phone Swipe is a free app and free credit card reader that transforms your smart phone into a mobile point-of-sale terminal. The mobile credit card processing solution allows businesses to accept credit cards directly from customers on the scene. Phone Swipe features customizable inventory management, real-time reporting and 24/7 support.

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¶CDMPDBI TE" LIDING I TATORS The NRC Slidinq Rotators have a tradition and reputation of perforrnance thai is unrriatched in the industry. Since 1992 , key f eatures like low -profile outri ggers , sliding system , V boom , and se lf-levelling contrihute tco the superier ca pac ities of NRC equi p r-nent ond oro standard on all our rotators. Mune than beinq the hest looki riq on the Markel, NRC Co mposite Slidinq Rotators are de-

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Town Mulls Tow List Again Hyde Park, Pa., is again considering regulating tow trucks responding to traffic accidents. Police Chief Charles Broe is asking the Town Board to enact a law to prevent tow trucks from racing to crash scenes so they can get the towing job. He said he recently responded to an accident where five tow trucks were parked, the operators all vying to tow the disabled car. Broe favors establishing a tow list; the operator whose turn it is would be the only one whose truck is permitted within a prescribed zone of the accident scene. The previous Hyde Park administration drafted a similar tow law in 2009. It was never enacted. Broe, who was hired after 20 years with another department, said he was surprised in Hyde Park by the number of complaints by officers about problems at accident scenes due to competition among tow truck drivers. Town Board members agreed to proceed with having the town attorney draft a law creating a tow list. A separate law will have to be drafted to fine those who violate the tow law. Source: poughkeepsiejournal.com

VitAlife Adds a Supplier Olson & Co., makers of Axle Caps axle covers, is now a supplier of VitAlife wire rope lubricants to the towing industry nationally. Known for its penetrating and lubricating qualities, VitAlife will be available in 12 oz. aerosol cans, 5-gallon pails and 55-gallon drums. VitAlife penetrates to the core of wire rope and dries tack-free. www.axlecap.net

14 • March 2011 - TOWMAN.COM

Driver’s Feet Amputated Tow truck driver Kenneth Moore, an employee of Dobbs Family Auto Services Inc. in Canandaigua, N.Y., was behind the rear of a flatbed truck, working on towing a car out of the ditch, when he was hit by another car in late January. The driver allegedly lost control of her car which crashed veering onto the back of the flatbed, striking Moore before coming to a rest sideways across the back of the flatbed, Ontario County deputies said. Moore was trapped underneath the car on top of the flatbed. Both of Moore’s feet were amputated above the ankles at the scene and he was flown by Mercy Flight to

Industry Leaders

Strong Memorial Hospital in Rochester. “We have all had close calls. Unfortunately, this one was beyond that,” said Tom Lay, a friend and former employer of Moore’s. Moore was in satisfactory condition the day after the accident, but scheduled for additional surgeries. Source: Messenger Post Media.

recovery and road clearance industries operate. Bruce Hollingsworth can be helpful in having a tower ’s rating hold The American Towman weight with the insurStandards Authority ance industry.” announced the appointments “The Standards of several towing industry Authority will help leaders to the ATSA Board of bring our industry to the Advisors; Justin Cruse, presilevel of professionalism dent of WreckMaster; Bruce and accountability that Justin Cruse Hollingsworth, senior conit can and must reach,” tracts manager at Liberty Mutual said Cruse. “We’ve come a long way, Agency Corp.; Dan Messina, presi- but we have much farther to go.” dent of Southwest Tow Operators; Bill “I believe in the AT Standards proJohnson, president of Statewide Tow- gram,” said Messina. “Our industry’s ing Association of Massachusetts; and goal should be that every towing Dennie Ortiz-Sorrenti, publisher of company is rated.” American Towman magazine. Ortiz-Sorrenti represents the “These people represent key seg- industry’s leading media organizaments of the towing industry,” said tion; her oversight will help ensure D.J. Harrington, ATSA’s Chief of that the ATSA Rating Bureau is operAffairs. “The insurance industry has ating up to American Towman’s stana big stake in how the towing and dards of professionalism.

Join ATSA Board

. . .”We have all had close calls” . . . Community Supports Tow Business After Fire

Long Escort for 9-11 Job

Wendell Pinckney, 44, owner of Pinckney’s Towing & Service in Conneaut Township, Pa., lost his business to fire. Due to his business practices always putting customers first, many of his customers and business friends are busy helping Pinckney and his family deal with the loss. “A lot of my customers have told me, ‘You’ve been super to me, you treated me fairly and you gave me a break in the past,’ ” Pinckney said. “I can’t put into words how great it is to have a community like this.” Area businesses have offered to house, wash and clean Pinckney’s five towing vehicles, which were not damaged by the fire. Other garage owners have offered Pinckney space to do automotive repairs. Pinckney said he has received hundreds of calls from people asking how they can help. Pinckney said he plans to rebuild his garage at the same location. He said the support has been overwhelming. “You don’t really realize the impact you have on people and the impact people have on you until something tragic happens,” he said. Source: goerie.com

Employees at Sisters Towing in West Palm Beach, Fla., never realized how big of an event it would be to transport a piece of mangled steel that was once a part of the World Trade Center from New York City to Wellington, Fla. “I just thought I’d go up there and pick up a piece of metal and bring it back,” said driver and manager Tim Day. The night they arrived in the city they found Palm Beach County sheriff’s deputies and fire rescue personnel at the hotel. “I never realized they were going to escort us all the way from New York City,” he said. “I thought they were just going to meet us when we arrived in Palm Beach County.” On their way south they received a full police escort through Washington, D.C., where the whole highway was shut down. “Each city that knew about us coming through would park fire trucks and police cars on the bridge over the highway and salute us,” he said. “We’re reliable and dependable,” said Eleanor Murphy-Jones, one of the co-owners of Sisters Towing. “The village must have thought the same of us since they asked us to carry this piece of steel all the way back to Palm Beach County. I think that’s kind of a statement about the company.” The piece will be a part of a future memorial that will be located in the village. Source: sun-sentinel.com

Fee Update Debated Paramus, N.J., is looking to update its towing ordinance, which members of the governing body say is outdated. The new ordinance will change the fees towers are allowed to charge and phase out the towing committee. The committee was originally formed to handle complaints against official towers, but that duty has fallen to the Paramus Police Department over time. Tom Locicero owns All Points Towing Service and is one of four official towers in Paramus. He urged the Mayor and Council to move quickly on crafting a new ordinance. The one sticking point in moving forward is towing fees. Locicero said the borough’s rates haven’t gone up in more than 20 years. The basic rate for a tow of less than 7 miles has been no higher than $75 since 1991. Locicero estimates his expenses have tripled over that time. Locicero argued that a towing fee increase for he and the three other official towers was fair. “The town needs us just like we need them,” he said. “And I think the four of us do a fantastic job of getting these roads cleared up as soon as possible.” Source: Paramus.patch.com

Ohio Contract Pays $7,500/month The Ohio Turnpike Commission has awarded exclusive rights to towing and service calls along the toll road to six companies and will pay them $7,500 a month. The companies will collect a combined $630,000 this year from the turnpike; that’s in addition to tow fees, which totaled $1.3 million in 2010. The turnpike commission in January approved a threeyear contract that stipulates tow companies must respond in at least 45 minutes, cap what they charge motorists and be

available 24 hours a day. They also must have heavy-duty wreckers and service vehicles within 15 miles of a turnpike interchange at all times. “Getting things cleaned up and the roads open is very important,” commission member David Regula said. “I feel the service is needed.” Source: cleveland.com

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March 2011 For more product info, go to www.towman.com and click on the FREE Product info icon. Or circle the corresponding reader service number on the Action Card to the right, and send it in. Form is valid for three months

AAA App for Android AAA launched an Android-compatible version of its AAA Roadside app that allows AAA members to request roadside assistance without even placing a call. The app utilizes the phone’s GPS to transmit their location directly to AAA Roadside Assistance. The AAA Roadside app debuted in 2009 with an iPhone version. AAA members can register up to eight vehicles to their app profile, which is sent automatically with roadside assistance requests to aid AAA’s roadside problem-solvers in quickly locating members. The app enables users to locate nearby AAA Approved Auto Repair facilities should their car trouble require a tow to a repair shop, and they are in need of recommendations of where to go. Source: AAA.com

New Orleans Seeks Privatization New Orleans Mayor Mitch Landrieu’s administration is seeking to raise towing fees from $125 to the state Public Service Commission’s approved $156. Public Works Director Robert Mendoza said the change is necessary to allow the city to hire third-party contractors to tow nuisance and abandoned vehicles. The issue arose from complaints that parking enforcement has not measured up in certain areas. Mendoza said part of the solution will be to give the city more flexibility to bring in private towing companies to perform the work, but that will require several changes to the city code, which is currently written so that only city crews can tow vehicles. Jefferson Parish and other neighboring governments already allow private companies to get towing work. Mendoza said his staff struggled last year to meet demand because New Orleans doesn’t have that flexibility to augment its work with private towers. Source: nola.com

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reckMaster trains towing and recovery operators and roadway vehicle incident responders to employ a routine that minimizes risk and increases efficiencies and effectiveness. It’s all about getting the most result from the least amount of effort, while minimizing the chance of injury, damage, or loss. We refer to the routine as the Discipline, which is summed up in the acronym SCENE: Survey Calculate Explain No’s Execute We have covered the first four steps in previous issues of AT. Survey thoroughly the scene to get all the information regarding the casualty and load weights and conditions (Sept. 2010 AT). Calculate the load forces that will be imposed on the casualty, the recovery or towing unit, and the rigging required (Oct. 2010 AT). Explain our plan to any other responders and the customer or victim who may be on scene (Nov. 2010 AT). No’s are the final inspection after traffic is under control, trucks are placed and the rigging set and attached to the lines and loaded (Dec. 2010 AT). Execute is the final step, and can be the most dangerous part of the activity, engaging the winches to cause the casualty to move in a recovery situation or beginning to move the towing transport

by David Bouvia vehicle. Execute is the performance of the move, whether it’s a recovery, transport, tow, repositioning or relocating of an object. When things start moving there are uncontrollable events that can arise. Towing and recovery has a fluid flow of mostly predictable occurrences, although there are elements that cannot be foreseen. Surface conditions can change, visibility can be obscured, power units or rigging can fail, loads can shift or rotate, shock loading can occur and anything else you can imagine might go wrong. (Murphy’s Law: If anything can go wrong, it will go wrong, and usually in the worst possible way at the worst possible moment.) Following the WreckMaster discipline minimizes these occurrences through better control of these elements. It is the core belief of the WreckMaster philosophy that safety is paramount. We must take any and all reasonable precautionary measures and adopt them into our routine to better manage the chance of injury, damage or loss associated with towing and recovery. By using these steps to Survey, Calculate, Explain, find No’s and Execute, you can take a lot of the guesswork out of each job and be certain you are not getting complacent. Use SCENE, at every scene, to standardize your work.

Editor’s note: David Bouvia is a lead instructor for WreckMaster.

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Getting Paid By The Clubs Either through towers’ negligence or stringent motor club requirements, a high percentage of towing fees hang in limbo, never paid, never collected. Todd Althouse of Beacon Software gives tow bosses a reality check on how they can best keep Clubs current in their payments. Automating and using the internet play a key role in the discussion. Turning Clean-up Into A Revenue Source Option one is to start up a separate company that operates to cleanup after a roadway incident. Option two is setting up a protocol that bills out separately for clean-up work. Either option must take the right approach with the insurance companies. Seminar presenter John Borowski operates a stand-alone clean-up service.

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Getting Started With Automation This invaluable seminar leads the tower through the various steps required to get their call taking, dispatching and storage lot management automated. They will learn how to understand many of the tech talk issues related to hardware and software and see a step by step process to getting started. Presented by Shon Allen and Al Stoeberl, SSCS

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Mock Hearing Attorney Mark Hull will conduct a seminar featuring a mock hearing on charges brought by the Texas Department of Licensing and Regulation. Hull’s law offices represent towing companies all over the State of Texas, about 70% of the practice involves representation of companies who have been fined or are being investigated by the Texas Department of Licensing and Regulation.

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Jump Starting in a Digital World This presentation addresses how to minimize the chance of surge damage when using conventional technology as well as new technology that will eliminate surge damage entirely. Presenter: Michael Baxter, Energy Safe Technologies The Police-Tower Relationship Veteran tow business manager and former police officer, Randall Resch, knows what both sides want and expect in this most critical relationship, one that can make or break a towing company. Keeping police always on your side takes specific communication, professionalism, and diplomacy. Resch tells it like it is.

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Audi’s 2007-2010 A8/S8 panel.

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The Audi A3 override.

very week, without exception, I encounter numerous vehicles that are stuck in park. Whether they’re in the owner’s garage or in a parking lot, getting to these vehicles to tow them can be a problem for either a wheel-lift or flatbed operator when they won’t go into neutral. Fortunately, many manufacturers have provided a method to override the transmission; unfortunately, many of the methods are neither published nor easily identified. In some cases, if you restore power to a vehicle’s dead battery, the shift lever will move into neutral. That’s not always the case, however, and a dead battery isn’t always a cause. It may be due to mechanical malfunctions such as

continue to page 26 22 • March 2011 - TOWMAN.COM

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TRANSMISSION continued from page 22 a faulty alarm system or other computer glitch. And sometimes the customer has simply lost their keys. Using skates, GoJaks or dollies will do the trick, and dropping the linkage may also be an option. But, if you’re like me, the preferred method is finding the transmission override because it’s quicker, cleaner and can really impress a customer. I would rather work smarter and spend a minute inside the vehicle than break out any of the other equipment. From my count, there were more than 300 different vehicle models manufactured in 2010 and roughly 30 percent have a method to override the transmis-

sion. About 75 percent of those provide a visible, small access panel on the shifter console. Remove the panel, insert a screwdriver, depress the tab and shift the vehicle into neutral. The other 25 percent hide it, and they can be very inventive about it. (Why the manufacturers would provide an override, and then hide it, is beyond my comprehension.)

Hidden override

Cup holders, change trays, ashtrays and storage compartments near the shifter can be clues to finding the hidden overrides. Removing David Lambert is president and any of these may reveal the lead-instructor for the North mystery. Overrides may be in American Towing Academy, prothe form of a lever, button or viding tow operator training and even a pull strap. A small, certification programs to state and national associations and pocket-sized screwdriver can individual towing companies. He be one of your most useful assisted in editing the TRAA hand tools (or your worst Level I certification program; served as Chairman of the SAE enemy if you become too Towability Committee. He can be aggressive with it). reached at 407-765-5149 or The override for the 2010 http://www.TheNATA.com. Chevrolet Camaro is probably the most unique I’ve found. The entire side of the passenger-side console panel snaps off and on. I’m told by dealership mechanics, 3 LLu the H3 is the only Hummer with an LIMIT override. The leather boot can be d-as FM~TO moved to the side and lifted to reveal the release on the newer H3. Audi located the 2007-2010 A8/S8 override under the ashtray, ahead of the shifter. By pressing the button on the lower right side, the ashtray lifts out. A screwdriver may be used to disengage the transmission. (The new Audi A4/S4 and A5/S5 models have an override similar to the older A8.) For 2011, the A8 override has been relocated under the driver’s side floor mat. Using a screwdriver, lift the ÄK j at. plastic cover to reveal a red strap. Pull 6 up on the strap to engage the override. .M . 1 .MM Ab The new Audi A3 override is AM7 I 7CA under the leather boot cover, which can be lifted from the end below the gearshift lever. A screwdriver " 1 (supplied with the vehicle) can be used to depress the yellow tab to Ruted S St::1i s 13.y AT Sh move the transmission into neutral. The Audi’s Q7 override is under the rubber mat at the front of the r console. Remove the rubber mat and r r: use the supplied screwdriver to disengage the transmission. The -NI company’s Q5, A6/S6 and TT models don’t have a manual override for the transmission. Knowing where the overrides are located and using them can make life Am orican Towman Standard s Auth o rity , Inc. easier, exhibits professionalism and 4 13-579-4777 atst anda rds. co m can impress the customer.

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Bill and Kathy Sellner, owners of Bill’s Towing in Lodi,Wis., put a premium on training for themselves and their employees.

Paramount Bill's Towing in Lodi, Wis., Receives Order of Towman

by Brendan Dooley

or Bill and Kathy Sellner, Bill’s Towing & Auto Repair in Lodi, Wis., is more than just a business. It’s a lifestyle. Every aspect of the business for them relates back to customer service and maintaining positive interactions with every party to the tow. Bill got started working with his dad working on farm equipment and doing towing and repairs for a local shop in 1981. He expanded the towing through word-of-mouth recommendations and continued doing repairs part-time as well. At the time, he was also a firefighter with Shorewood Hills (near Madison); he retired recently as Assistant Chief from

30 • March 2011 - TOWMAN.COM

the Lodi Area Fire Department after 23 years. Kathy and Bill opened their business in 1995. A year later, Bill left his Shorewood Hills firefighter position to concentrate fully on the towing and repair company that operates today from locations in Lodi, Baraboo and Sauk City. “He had to stop burning candle at both ends,” Kathy said. Leaving a state job while supporting a young family was not easy, she added. They bought a rollback and decided to add county rotations to cover the new payments. Kathy and Bill were both responding to calls. Then they added an

employee. Rotation calls increased, and soon they added more help and more equipment. “I never dreamed we’d get this big, and I don’t think of us as big yet. ... There’s still plenty of room to grow,” Bill said. All their locations do light to heavy towing and repair. “We’ll do anything they throw on our table, from light to heavy duty to any awkward rescue you can think of,” Bill said. “The weirder the scenario, the more my guys like it.” “They like the challenge,” Kathy added.

Bill’s employees Jeremy Dorsey (left) and Keith Leathers both received American Towman Medals at the 2010 American Towman Expo in Baltimore.

Order of Towman As proof of their commitment to excellence in the industry, Bill and Kathy, as well as two employees, were recognized at the November 2010 American Towman Exposition in Baltimore. Bill’s Towing received the Order of Towman based on a letter from the city of Baraboo’s police chief, and drivers Keith Leathers and Jeremy Dorsey received the American Towman Medal for Heroism. “The Order of Towman is phenomenal recognition of what we do,” Kathy said. Bill’s Towing had a stellar reputation within Sauk County, from its location in Sauk City, before adding its location across the county in Baraboo. The decision to expand there was influenced by sheriff requests within Sauk County “to be closer” to the many Baraboo calls. They found a place in Baraboo for a service center and towing operation and a year later gained the city contract, based on their ability to tow anything from light to heavy duty, professional reputation, good word-of-mouth for both towing and repairs, and a strong recommendation from the county sheriff.

“When Baraboo police calls, we take care of it, no matter how busy we are,” Bill said. In addition to rotation calls, Bill’s does towing and repair work for all the municipal vehicles as well. “We do a lot for the city,” Bill said. Some tricky recoveries for Baraboo have included pulling a pick-up truck from the city pool from beyond the fenced perimeter to avoid more damage to the concrete around the pool, and getting a truck out of the woods around the city golf course after it had ruined fairways and greens before crashing. For the golf course recovery, they used a small wrecker to get the vehicle out without added damage “while lots of city supervisors and employees watched on site.” “We’re noted for getting the unusual out,” Bill said. While receiving the Order of Towman was a proud and happy occasion for the business, Bill and Kathy said they were more proud that two employees made up half of the towers on stage receiving American Towman Medals. “Jeremy and Keith being up on stage getting the medals, being two of four people up there, was incredible,” Bill said. It speaks to the quality of their drivers, he said, since the recovery they were recognized for was no more than they’d do any other day. Jeremy and Keith were recognized for their 1:30 a.m. July 2010 rescue of a handicapped woman who was trapped on a bridge in rushing, rising waters. The storm they traveled through to get to the scene had leveled trees and power lines. Keith had to winch a tree out of the road on his way to the call. At the scene, Jeremy went in the car to calm the driver down and steer the Impala while Keith towed it to safety. “Being recognized for doing the job was neat and unfamiliar. And it was for doing my job, what we signed on for,” Jeremy said. “It was another call, nothing I wouldn’t do again,” Keith added. “It’s really unbelievable how you feel when you’re at the dinner and receiving the awards. For us to receive two of the top four spots amongst peers nationally and internationally is mind-boggling,” Bill said. Bill said they attend the American

Towman Exposition every year. Most important for them are the classes, followed closely by the opportunity to network with other tow company owners. “The classes cover more than just towing. They cover customer service, new equipment, billing, police contracts and more,” Kathy said. “Knowledge is power, and the more rounded you are, the better off.” “With networking at the shows, you get to know other operations and learn from them and they learn from you,” Bill said. “It’s amazing how you can grow as you get to know the other owners and towers.”

Setting the bar Recognition like they received at the Expo may soon start to feel old hat. Bill has also received a Tourism Award from the Columbia County Visitors Bureau following three nominations from travelers. “We are the first towing company/repair center that ever won that award,” Kathy said. It is an example of how a dedication to the business, from driver courtesy to providing an inviting waiting room and having the desire to get the customer back on the road as quick as possible, is well received. “Bill’s Towing is about going above and beyond,” Bill said. “We try and set the example and put people who are in a bad situation at ease. For each new worker, Kathy does a one-day seminar on customer service, focusing on everything from attendance and appearance to how to treat customers and conflict resolution techniques. Kathy is an RN and has run health clinics, which she feels is an asset to their company. Her health care background and management background dovetail nicely with the needs of running a towing and repair outfit. “Positive attitudes are essential,” she said. She’s built her training from customer service training she’s received and credits motivational speaker Christine Corelli with keeping her positive and on top of customer service. Bill credits attending Corelli seminars with his ability to “turn around even the most ornery customer.” “All that work helps people calm down when they are not at their best,” Kathy said. TOWMAN.COM - March 2011 • 31

For through-the-ice recoveries, Bill’s Towing manufactured this boom for easy towing by ATV across the ice to where it’s needed.

Looking professional is important too. “When they roll up to our building and see the professional office and comfortable waiting room, it releases tension. You’ll have a satisfied customer … and you’ll probably also get the repair job,” Bill said. Beyond their own business, Bill and Kathy are working to improve the entire industry through their volunteerism with state and national associations. Bill is a board member on the Wisconsin Towing Association; Kathy is currently the treasurer for the Women of the Towing & Recovery Association of America and running for a cabinet position with the Towing & Recovery Association of America. One of the most important improvements in the industry they’d like to see is better communication with the municipalities; they are on more than a dozen local, county and state rotations. For Bill’s Towing employees, TRAA certification and WreckMaster training are paramount. “We can’t say enough positives about WreckMaster training,” Kathy said. “We want our employees to do WreckMaster.

We make sure all our light-duty guys are certified Level 2/3.” Bill finds WreckMaster training and certification to be a key to having a professional workforce, because of the hands-on training required of each attendee in order to gain certification. “We also require them to have TRAA certification. In Wisconsin, only four towers have TRAA level 3, and Bill is one of them,” Kathy said. Kathy herself is TRAA level 1. Bill also is certified in flagging and trained in incident command. In addition to their government rotations, about 10 percent of their tows come from motor club work, Bill said. Clubs they contract with include AAA, Allstate, Road America and Cross Country; they also have commercial accounts with Fleet Network. “Most of our motor club work will come back to the shop,” Bill said. “That’s the real benefit of motor club work; it exposes the shop to vehicles we might not have had in for repairs otherwise.”

In the shop Bill’s Towing can work on anything from snow blowers up to big rigs, and they offer 24-hour service. They’ve

appointed the waiting room with plenty of creature comforts for customers who may be waiting a few hours, and they have Hertz onsite for those customers that have to keep moving. “This is better than home for some,” Kathy said of the waiting area. Snacks and free popcorn are available, alongside children’s toys and a TV and movie library. To cover all the services and recoveries they do, the Bill’s Towing fleet includes several wreckers and flatbeds, extended-cab flatbed to transport six people, service trucks, Landoll trailer, skid steer loader, tractors, trailers, specialized motorcycle rack and more. The service trucks carry equipment from welders and cutters to cleaning equipment and special attachments for debris removal (like the spear they used recently to pick up rolls of carpet from the roadside). “The list is endless of what you need.” Bill said. “Every day there is something that turns up you don’t have. Keeping up on new equipment is key.” Rotator trucks are essential to the business, Bill said. “The industry has changed so much from just going out and pulling a car,” Bill said. “In this day and age, if you just rely on being a towing company, you’re not going to make it. ... you’ll be looking for things to do. You need more eggs in the basket.” Bill’s Towing seeks to keep customers comfortable by training employees in top customer service out on the road, and also by offering comfy digs when they have to wait at the shop.

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Diesel Tumbles from Dam Wall Tanker The Century 1075 held the tanker in position while the Century 1140 was hooked up to the cab to winch the truck forward when at the right angles.

After a repositioning, the Century 1075 was moved to the lower road parallel to the casualty.

Louwrens Riekert of Rieks Towing

2010 Donnie* Award for Medium-Duty Recovery Sponsored by Miller Industries and B/A Products

*The Donnie Cruse Memorial Recovery Award 34 • March 2011 - TOWMAN.COM

n Dec. 2, 2009, Rieks Towing of Pretoria, South Africa, responded to the scene of a Mercedes-Benz double-axle ridged tanker truck on its side in 6 feet of water, about 15 feet below the roadway. The truck was driving on a dam wall about 10 feet wide to a farm where it was supposed to off-load approximately 2,600 gallons of diesel fuel. The truck driver had steered to the left side of the road, causing the edge of the dam wall to give way and the truck slid down the embankment to rest about 20 feet from the road. The casualty was lying on its left side, parallel to the road

The spill response team begins it’s cleanup with the tanker out of the water.

Because the tanker truck was partially submerged when Rieks Towing arrived on scene, a full damage assessment was not possible prior to recovery.

surface, and leaking diesel fuel into the dam. The truck had fallen between two large tree stumps that had to be considered in planning the recovery. The visible damage was to the rear bumper

that had hooked one of the tree stumps, as well as the front of the cab and windshield from the impact in the accident. The rest couldn’t be determined because the casualty was partially submerged.

Rieks Towing of Pretoria, South Africa received the 2010 Donnie Award for MediumDuty Recovery.

The recovery began by first clearing a ramp in front of the truck to lessen the angle back to the roadway using equipment made available by the farmer on scene. This enabled Rieks Towing to position its Century 1075 75-ton rotator approximately 25 feet from the front of the truck and its Century 1140 40-ton rotator near the rear. The deck winch from the Century 1075 was attached to the front suspension and chassis of the casualty, while an additional winch line from the leftside winch was attached near the rear axles with a wooden block that ran over the top of both rear outer tires. The deck winch from the Century 1140 also was connected to the rear of the chassis and running over the block, using recovery chains from the Century 1075. Rieks Towing used this approach to pull the truck up the embankment toward the roadway and then insert recovery TOWMAN.COM - March 2011 • 35

straps under and around the tanker to reduce the possibility of additional damage to the tanker. One recovery strap was attached to the left side frame rail near the rear of the tank, pulled forward and then attached to a winch line from the Century 1075, while the other tanker strap was secured to the front of the tanker’s left-side frame rail and then returned

to the rear of the Century 1140’s leftside boom winch. All rigging and recovery vehicles were rechecked for stabilization before the recovery began. Winching began with the truck getting back onto its wheels. With the casualty now setting on a rather severe grade, the intention was to release the lines at the rear of the casualty and

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The truck was winched up through tree stumps before being pulled forward.

allow the rear to slide downward while winching the front around, upwards and out. However, after easing the truck forward about 7 feet, the Century 1075 started moving towards it and the recovery operation temporarily was halted. The Century 1075 was repositioned parallel to the casualty on the bottom road, while the Century 1140 held onto the casualty in a semi-upright position. With the Century 1075 in position and with the boom at maximum extension over the side at about 45 degrees and secured to the casualty, the Century 1140 was turned around, repositioned and attached to the front of the casualty. The idea was for the 1075 to hold the casualty and prevent it from tipping over again with one winch line, while pulling the rear of the casualty up the embankment between the two tree stumps. With the deck winch attached to the front of the truck, the entire casualty could be pulled side-

continue to page 38

Number 214 on Reader Card

Beware of Nigerian Scam Jill Hughes of All American Towing in Long Beach, Calif., has forwarded an email exchange that are part of the latest round of Nigerian scams seeking to profit off tow operators. 36 • March 2011 - TOWMAN.COM

"I thought since this happened to our business this week, I would share," Hughes said. "I received an operatorrelay telephone call. ... The caller inquired about having six Cadillac Escalades towed from the closest airport, and stored at our facility for six days. ... The caller provided an email address for the towing and storage estimate. I was suspicious all along, but went along with it to see what would happen." One part of the email exchange said, "I will like you to run an addi-

tional $1770 dollars from my credit card which you are to send to the shipper via western union money transfer ... then they send the vehicles as it is their policy to get part payment from your end so as to ensure all payments have been cleared on your end." The last email in the exchange, after Hughes declined their request, came directly from a Nigerian smart phone address. "I don't want any towers to fall for this scam," Hughes said.

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DIESEL TANKER continued from page 36 ways up the steep embankment and then rotated simultaneously to assist the 1140 with winching the casualty out of the dam. The Century 1140 then was secured by two

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recovery chains, one to each frame rail behind the cab, and used both winches. The second phase of the recovery began with the casualty slowly but surely coming out of the dam with both wreckers winching. The casualty was basically driven out, using winches between numerous obstacles, out and onto the upper road surface. After the recovery, the spill response team completed their task of removing contaminants and cleaning up the site. The 1140 finally was hooked to the tanker for towing to the customer’s facility.

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1928 Wrecker Brings Back Memories

by “Big” Mike, Sora’s Towing

e always wanted to restore an old tow truck for our business; the Sora family business history dates back to the 1920s in Middletown, Ohio. We bought a 1928 Ford Model A in June 2010 to “go back in time” to those beginning days. Jerry Sora, 88, and the head of the family, tells the story of starting to drive when he was 12 and delivering groceries for his father, John, for the family store. When the truck arrived at our shop, it brought back many fond memories for Jerry and the cars and trucks of his past. The truck came to us from Lake Havasu City, Ariz.; according to the title, the truck spent its life in Arizona, was purchased for $900 and went inservice in October 1928. We brought the 40 • March 2011 - TOWMAN.COM

The Sora’s Towing vintage wrecker on display in the lobby at the 2010 American Towman Expo in Baltimore.

truck home and got it into the shop 10 days before the Midwest Regional Tow Show in Mason, Ohio. We sent the truck to the body shop for paint and got it back with three days left to finish the transformation. The first day, lettering and pinstriping were applied by “old time pinstriper/sign maker” Joe Biancke. Over the next two days, the wrecker was re-assembled by owner John Sora II, manager Mike Magevney, foreman Mikey Walker,

Tech Highlights Chassis: 1928 Ford Model A Equipment: Manley Wrecking Crane Restoration: Sora’s Towing family Truck Name: American Towman Graphics by: Joe Biancke

operations manager Jim Sora, manager Tom Sora, and T.J. Sora (a fourth-generation driver), who worked into the early morning hours two nights in a row. The entire staff supported the family in the weeklong process of finishing the truck. The hard work paid off, as the truck finished in the top two in the antique truck class at the tow show. It has been a conversation piece and a welcome addition to our fleet. The truck is named “American Towman,” because we are proud to be American towmen, serving the motoring public 24 hours a day, 365 days a year. At American Towman’s request, we gladly brought the truck to the American Towman Exposition in Baltimore, where it showed proudly in the lobby for the thousands of attendees.

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