American Towman Magazine - January 2012 by dortiz-towman

Number 143 on Reader Card

At AmericanTowmanTV.com you'll find exclusive video coverage of stoCentury 75 ton rotators were used by both Kauff's Towing and J&J Towing in this recovery of a marina forklift in south Florida, as featured in American Towman Magazine, and coming soon on American Towman TV.

ries impacting the towing industry... everything that matters, from late breaking news to unique, challenging recoveries, from tales of heroism to wrecker processions honoring fallen towers. Fresh, exclusive content each week! Did you see the unique recovery of the cannon in Detroit? If not, when you check out this week's edition of American Towman TV, search our archives, and you'll find it!

American Towman captures an industry in motion at AmericanTowmanTV.com and TowIndustryWeek.com

The Video Magazine for the Towing and Recovery Industry from:

American Towman Media Inc.

Departments Low Down . . . . . . . . . . . . . . . . . .6 News Share . . . . . . . . . . . . . . . . .8 Road Tools . . . . . . . . . . . . . . . . .10 AD Index . . . . . . . . . . . . . . . . . .12 Tow Boss . . . . . . . . . . . . . . . . . .14 Beacons On! . . . . . . . . . . . . . . .18

FEATURE CONTENTS

The Scoop . . . . . . . . . . . . . . . . .44 Tow Americana . . . . . . . . . . . . . .46 Towman’s Market . . . . . . . . . . . .48 On Screen . . . . . . . . . . . . . . . . .50 Adventures of A.T. . . . . . . . . . . . .51

2012 Towman of the Year Turns out there is life after ‘Wrecked’ for Bill Gratzianna, owner of O’Hare Towing in Chicagoland. by Brendan Dooley

Motorcycle Transport It takes special equipment and training to properly add two-wheeled transport to your company’s bottom line. by Terry Abejuela

Spilled Glass A semi roll-over and tons of spilled glass in a motel parking lot clean up quickly with the right training. by Somerset Hills Towing

Towman of the Year, Bill Gratzianna, being interviewed by American Towman TV's Emily Oz, whose column debuts on page 50 TOWMAN.COM - January 2012 • 5

The Written Word and Video by Steve Calitri

hen television hit it big in this country in the 1950s, many predicted doom for the newspapers and print in general. These same kinds of minds predicted the end of the novel when movies hit the big screen capturing the hearts and minds of people everythere in the early 1900s. Ironically, with the advent and the mushrooming of the Internet, where the electronically printed word plays a major role, people began spelling the demise of TV. There’s a reason why the Bible has survived for 2,000 years—aside from its religious aspects. Print plays a big role in all media, from blogs to text messaging and e-magazines to the scripts behind the talent on screens large and small. It has to do with the precision of words and how they suit the human brain’s ability to think beyond other creatures. It’s because print still plays a key role in mass communication that we rolled out TowIndustryWeek.com this past summer. Via the Internet, we are able to put out more content more frequently where more and more towing professionals are spending time. For the same reason (print’s neverending reign on the human mind), we have paradoxically rolled out AmericanTowmanTV.com. Just as readers who have read a best-seller flock to see the movie, our towers are driven to our video programs. They are interested to see and hear the people who appear on AT’s pages, moving and talking. The recovery job depicted with big pictures in AT; they want to see the video of that recovery, or at least see and hear directly from the towman who did the job in his own voice.

6 • January 2012 - TOWMAN.COM

Likewise, the towing professional whose curiosity has been piqued from a feature segment on American Towman TV is hungry for more details that can be found in American Towman magazine. In 1989 our industry suppliers found out how dynamic AT’s readership was when we produced the first American Towman Exposition; a sizable percentage of readers showed up to be face-to-face with the men and women they knew only from telephone conversations. Now American Towman readers are showing up at TowIndustryWeek.com and AmericanTowmanTV.com. There they get something different and interesting, stimulating and often enlightening. And then they are driven back to the magazine for what is still a medium so unique with pictures and details it remains unparalleled in it relevancy. In the rush of easy-access Internet content, the magazine remains an oasis for information, thought-provoking impressions and professional reflection. So, print is more important than ever, whether digitally or in ink. It is largely due to print and the details of the written word that the Internet platform works for us all. Where traditional letter writing had all but become a lost art, emails and text messages have proliferated to the extent of creating industries. And towing professionals probably read the written word today like never before. Yes, on the Internet we can discover more and watch more, but all of it, visible or not, has its foundation in the written word.

Publisher Dennie Ortiz Editor-In-Chief Steve Calitri Editor Brendan Dooley Field Editor Terry Abejuela Randall Resch Chassis Editor David Kolman Safety Editor Bill Simmons 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. Page Layout Artist Ann Marie Nitti Graphic Manager William Burwell Advertising Sales Manager Dennie Ortiz Senior Account Executive Ellen Rosengart VP of Accounts Norma Calitri VP of Communications Neila Smith Subscription Manager Miriam Ortiz Customer Service Henri Calitri President Steve Calitri Headquarters 7 West Street, Warwick, NY 10990 800-732-3869 or 845-986-4546 Fax: 845-986-5181 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: towman.com AT’S Weekly: towindustryweek.com ATTV: americantowmantv.com Copyright ©2012 American Towman Magazine is published 12 times a year by American Towman Media, Inc. 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.

Number 109 on Reader Card

Federal Ban on Cellphones Truck drivers will face fines of up to $2,750 for using handheld phones while driving and suspension or revocation of their commercial driver licenses for repeat offenses, under a regulation announced last month. The regulation, which applies to interstate truck and bus drivers and all drivers of hazardous materials, follows an earlier regulation prohibiting texting for commercial drivers. “When drivers of large trucks, buses and hazardous materials take their eyes off the road for even a few seconds, the outcome can be deadly,” Transportation Secretary Ray LaHood said in a statement announcing the rule. “I hope that this rule will save lives by helping commercial drivers stay laser-focused on safety at all times while behind the wheel.” The rule took effect Jan. 3, 2012.

Highway Deaths Lowest Since 1949 U.S. Transportation Secretary Ray LaHood recently announced updated 2010 fatality and injury data showing that highway deaths fell to 32,885 for the year, the lowest level since 1949. The record-breaking decline in traffic fatalities occurred even as American drivers traveled nearly 46 billion more miles during the year, an increase of 1.6 percent over the 2009 level. 2010 also saw the lowest fatality rate ever recorded, with 1.10 deaths per 100 million vehicle miles traveled in 2010, down from 1.15 deaths per 100 million vehicle miles traveled in 2009. Other key statistics included: Deaths in crashes involving drunk drivers dropped 4.9 percent. Fatalities rose among pedestrians, motorcycle riders and large truck occupants.

8 • January 2012 - TOWMAN.COM

Tow Truck Parade for Tots The 2011 Worldwide Equipment Sales Tow Trucks For Tots Parade in Joliet, Ill., set a Guinness World Record with 324 total trucks in its parade this year. The parade and Olympics led to the collection of more than 8,500 toys for underprivileged kids. Trucks began lining up at 5 a.m. at the Hollywood Casino in Joliet and at 9 a.m. the Illinois State Police started the parade, leading all the Christmas-decorated trucks 42 miles

to Toyota Park in Bridgeview. The first tow truck in the parade was an Oshkosh Military Wrecker sent by the Illinois National Guard. At Toyota Park, the trucks unloaded the thousands of toys collected and Worldwide Equipment Sales presented its Tow Truck Olympics. Find more info on this year’s parade, and volunteering for next year, at www.TowTrucksFor Tots.com.

Towing Suppliers

Set for Small Screen on ION Three well-known tow suppliers will be featured in segments of the TV show “World’s Greatest!...” on the ION Network in 2012. In order of appearance, Ramsey Winch, Dynamic Towing Equipment & Mfg and Miller Industries are scheduled to appear. How2Media, a television production company, said that “World’s Greatest!...” is a 30-minute show that highlights the world’s greatest companies, products, places and people. Each show is a fast-paced tour around the world featuring behind the scenes footage, informative interviews, and exciting visuals. The current ION Network schedule for the towing-related “World’s Greatest!...” shows includes: Ramsey Winch for winch technology on Episode 156, to air Jan. 16, 23 and 30.

Dynamic Towing Equipment & Mfg. for its self-loading wheel lift on Episode 158, to air Feb. 27, March 5 and March 12. Miller Industries for overall towing equipment on Episode 160, tentatively scheduled for April 9, 16 and 23. Check local listings for times and which channel your cable or satellite company shows ION. Some dates may change.

... Parade sets Guinness World Record ... Smuggling Brings Work to Texas Towers The Rio Grande Valley in Texas is a haven for drug runners and human traffickers. Cash flows freely in illegal trades and local towing companies benefit as a by-product of the criminal activity. One towing company owner says he counts on smugglers ditching or wrecking cars to support his bottom line. Lorenzo Gonzalez owns Ventura’s Towing in Pharr. His best customers are local police, and he can count on a steady stream of business from smugglers. “I’ve gone over to the river to tow pickup trucks left in the river, the ones that carry drugs,” said Gonzalez. Every month, Ventura’s drivers tow 15 to 20 cars used for hauling drugs or illegal immigrants. The U.S. Border Patrol has a contract with another company to do all of its towing. Source:TowIndustryWeek.com

AT Announces National Impound Conference American Towman Media has announced it will produce the industry’s first National Impound Conference for tow business owners who tow for police and operate impound lots. The conference will take place in San Antonio in conjunction with Tow Expo Int’l, August 2–4, 2012. The conference is being formulated by AT’s Editor In Chief, Steve Calitri. “Municipal towing is the most critical aspect of today’s towing business for the majority of towing professionals,” said Calitri. “There are many issues that effect both cost control and increased revenues. The Impound Conference will address areas from Lien Management to Vehicle Disposal to the Police–Tower Relationship. “A company processing just 1000 vehicles annually can make choices in how they process vehicles and how they sell off abandoned cars, and what choices they make can mean a difference of $100,000. Needless to say, towers moving many times that number stand to gain or lose a lot more.” The National Impound Conference, says Calitri, is being designed to help towers entrenched with their police departments as well as young towers looking to build that segment of their business. Rotation system issues and exclusive contract bidding will also be addressed.

Jerr-Dan Donates Historic Wrecker At November’s AT Expo XXIII in Baltimore, Md., JerrDan donated the completely restored prototype of the company’s first medium-duty wrecker to the International Towing and Recovery Hall of Fame and Museum (Chattanooga, Tenn.). The truck sports the industry’s first body constructed of composite material over an aluminum structure. “It’s a great addition to the museum and shows the heritage of the towing industry. I invite the whole industry to come by and see it,” said Troy Barnett, of the ITRHFM. Jerr-Dan also presented a $5,000 donation for the Survivor Fund, a Museum/Wall-of-the-Fallen project that gives assistance to families who have lost a loved one, killed working the roadsides while performing a tow.

Jerr-Dan Senior Vice President Joel Amsley presented Bill Graztianna and Troy Barnett of the International Towing and Recovery Hall of Fame and Museum with the completely restored prototype of Jerr-Dan’s first medium duty wrecker (background) and a $5,000 donation to the Survivor Fund. Tracy O’Dowd, Jerr-Dan’s marketing director, left.

TOWMAN.COM - January 2012 • 9

Check Out What’s NEW and HOT!

Chevron Model 512 Integrated Unit

Landoll 800 Series Lightbar Landoll Corp.’s new Stop, Tail and Turn Lightbar for the Landoll 800 Series detachable trailer is an optional secondary set of safety and work lights mounted on the upper level of the gooseneck. The lightbar is fully adjustable and gives added safety and visibility when operating in low light conditions or at night. The light bar can be installed to existing trailers and when the trailer is detached, will have rear-facing lights that illuminate the work area and supply warning lights to the rear. This new option is available at the factory or as a field install kit.

www.landoll.com Number 200 on Reader Card

Will Roll Rollers Will Roll’s Rollers are built for loading vehicles on rollbacks—roll them up and then roll them off. For a car locked in gear, two rollers can be used with blocks under A-arm or frame. Works on vehicles with locked brakes, lost wheels and broken ball joints.

419-332-9331 Number 201 on Reader Card

Yoke Snatch Blocks B/A Products introduced a new line of snatch blocks from Yoke that are made from the highest quality tensile steel and 100-percent magnaflux tested. Safety latch and pin are standard for the snatch blocks, which come with bronze bushings and grease fittings for ease of use and extended sheave life.

www.baprod.com Number 202 on Reader Card

10 • January 2012 - TOWMAN.COM

hevron’s Model 512 integrated towing and recovery unit features a 12-ton retracted recovery boom with dual in-line planetary winches complete with air free spool and 150’ of 7/16” wire rope. The recovery boom at full extension reaches 71” past the tailboard when horizontal, and can be elevated up to 41 degrees. The underlift provides up to 78.5” of reach with a lift capacity of 7,000 lbs. extended and 9,000 lbs. retracted using the lift forks. The tailboard of the 512 includes rear D-rings, built-in safety chain pockets, recessed area for air and

auxiliary light plug-ins and optional multi-position hydraulic rear spades. The 108” CA aluminum modular body provides storage for your tools and attachments, including built in storage racks for your lift forks. The bolt-on rear quarter panels of the 512 are constructed of high-impact composite material that is easily replaced in case of damage without replacing the entire side. Other features include a large tunnel box, LED body lighting and gas assist shocks on the compartment doors.

www.chevroninc.com Number 203 on Reader Card

TOWMAN.COM - January 2012 • 11

ADVERTISER

ACTION PAGE

AD INDEX

Fax To: 888-847-6035 Page #

RS#

Akins Body & Carrier Sales

126

Matheny Motor Trucks Co.

AW Direct

209

Miller Industries

ATSA

——

New England Truckmaster

171

ATTV

3, 4

——

North American Bancard

109

B/A Products

108

NRC Industries, Inc.

111

Blades Tow Right

216

Purpose Wrecker Sales

212

Crouch’s Wrecker & Equip. Sales 22

177

PWOF

20, 21

138

Equipment Sales & Service

150

Recovery Billing Unlimited

155

Equipment Sales & Service

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Tow Expo Int’l

——

Gwinnett Place Wr. & Carr. Div 35

207

Tow Industry Week

——

Hino Motor Sales USA, Inc

142

Towlot.com

40, 41

159

Intek Truck Eq. Finance & Lease 22

145

TowMate

191

Or circle the corresponding reader service number on the Action Card to the right, and send it in.

Jerr-Dan Corporation

124

USA Flap

157

Form is valid for three months

Lift & Tow

139

Worldwide Equipment Sales

151

12 • January 2012 - TOWMAN.COM

Page #

RS#

194

2, 28, 29

143

January 2012 For more product info, go to www.towman.com and click on the FREE Product info icon.

Number 111 on Reader Card

Does Your Fleet Need a Medium-Duty Truck?

Illustration by Ann Marie Nitti

by Randall C. Resch

n some conversations with tow owners at smaller rural companies, we discussed whether they should add a Class B tow truck to their fleet (in California, Class B is a medium-duty truck). Adding medium-duty trucks would serve a specific niche for these small companies, whose main service was auto clubs and one or two municipal contracts. Not all companies experience the luxury of call volume and/or multiple law enforcement contracts. In regards to medium-duty operations, are you prepared to run a larger truck financially, administratively and operationally? The secret to successful company growth is to keep your tow trucks working. This requires creativity in the manner your company serves its accounts, the motoring public and law enforcement. Having the right tool for every job may include adding a medium-duty truck somewhere in the 14 • January 2012 - TOWMAN.COM

“If your company is looking to obtain law enforcement towing, adding heavier trucks to your fleet may give you an edge. Will a medium-duty truck satisfy an agency’s bid requirements?

26,000-lbs. to 33,000-lbs. GVWR ranges. Look at other tow businesses to see what they don’t do. Most cities aren’t a major truck hub. Where there’s increased semi traffic, medium- and heavy-duty towing competition might be present, so making your mediumduty truck work requires aggressive sales, marketing and outstanding customer service. If you see one specific type of service not being offered, perhaps that’s a positive direction to grow your business.

What To Do? There comes a fun yet scary excitement when considering a mediumduty tow truck for your fleet. Some owners feel that adding a larger truck adds an instant money stream to their bottom line. Some feel waving a pic-

continue to page 16

Number 194 on Reader Card

TOW BOSS continued from page 14 ture of a big truck means being awarded a successful towing contract. Others feel it’s a sign of growth and company success. Taking on a new line of service requires pre-planning in order for the truck to blend in with finances and the new service area to survive. There’s a lot to think about when jumping into higher class towing operations. Adding a medium-duty tow truck may make your fleet more attractive, perhaps in a marketing light, but if it only sits around looking good it does little for your bottom line. If this is your first venture into purchasing/owning a medium-duty tow truck, consider these questions: •What kind of towing and recovery work could support a mediumduty truck for you? •Do your competitors own and successfully work medium-duty or larger tow trucks? •Can your business support increased payments, insurances, call volume? •Are you an auto club or law enforcement service provider? •Do you currently serve truck dealerships and/or truck repair facilities? •Do you currently serve a higher number of RV tow requests? •Can you build a specialty medium-duty niche that no one else nearby handles? •Should you lease, or purchase? New or used? •Do you have someone to operate your new acquisition? •What strategies do you have to market medium-duty services? •Why not consider a heavy-duty big rig instead of a medium-duty truck?

Breaking the Bank Buying or leasing a medium-duty tow truck is a huge investment, especially if you’re looking to buy new. Obviously, the new vs. old debate should be ever-present when you consider what’s right for your business. When pricing different models and options, expect the truck’s price tag to hover near $100,000. Where a new truck seems unmanageable during this 16 • January 2012 - TOWMAN.COM

slow economy, why not consider purchasing a used medium-duty at perhaps half the price? “I don’t want a truck that’s been beaten into the ground,” you say. But consider that there are companies who purchased a medium-duty truck and didn’t have the business to support it. Although they purchased it with aspirations of building their own business, they couldn’t afford the payments because they didn’t have sufficient work to justify the payment. Eventually, it was repossessed or they put it up for sale to get out from under it. Good used medium-duty trucks are out there. You have to up-end every stone and it may require traveling to view the truck. Consider what your time is worth in the potential search for a used truck vs. the one-stop shop of acquiring new.

Fact: “Not every driver is qualified to operate a Class B tow truck.” If a new truck isn’t within your company’s budget, consider first a low-mileage older truck with a five- to 10-year-old body. While not brand new, it offers the financial opportunity to build a stronger, more solid platform of business on a much lower monthly payment. It’s smart to preshop the larger manufacturer’s to see what they offer.

What’s Best? If you prefer one manufacturer to another, choosing the equipment type comes down to your personal preference. There are two realistic ways to purchase a new tow truck: one, with all the goodies, or two, get one built to spec and you supply the equipment. Opting to purchase your own equipment and accessories allows you to control prices; tell your distributor that you want the truck’s frame and super-

structure built to satisfy your state’s law enforcement towing requirements, but buy chains, wood beams, and accessories yourself. Personalize your equipment to match your company’s business niche. Don’t forget to add a fifth-wheel attachment to increase your mediumduty workability and enhance your RV capabilities. I advise you to initially purchase a white-painted truck and stay away from fancy paint-jobs. A white-painted truck is cheaper to repair and re-paint if damaged. Aluminum simulators are nice, but they too are easily damaged; remember painted wheels are working wheels. A simple, but complete lettering/logo presentation can make your truck professional without costing lots of money. You don’t need a lot of bling, unless of course your accountant gives the go ahead.

Who’s Who? Working medium-duty tow trucks means considering markets that cater to heavier vehicles. There is a market for commercial vehicles, motor homes, stretch-limos, etc., but working that market means hiring an operator with experience in roll-overs, winch-outs, un-decking, pulling axles, attaching air-lines, and more. Hiring/assigning the wrong operator could become a monetary disaster in driver-inflicted damages. Medium-duty tow trucks (with airbrakes and higher GVWR) require proper license endorsements and a state mandated physical. There’s an increased learning curve in mediumduty truck operations (compared to light-duty tow operations) where loss and damages create costly problems. Most drivers will tell you they can operate a medium-duty truck, but they generally don’t know mediumduty specifics unless they have prior provable experience. But, that’s another consideration of owning a larger tow truck. Remember, one damaged motor home can cost thousands for even small repairs!

Taking That Step Do consider all the facts before taking the medium-duty step. Consider

starting out with a slightly used medium-duty tow truck and ease into RV, small bus and limo accounts, before making that huge investment ahead of a law enforcement contract. Shop smart and compare. With lots of SUVs and largersized trucks running around these days, a medium-duty truck can respond to calls that require a little more “oomph.” While smaller tow trucks respond to tow larger SUVs and trucks, medium-duty wheel-lift tow trucks and flatbed carriers handle these vehicles with ease. Medium-duty tow trucks are easily operable in nearly the same approximate space as a 2-ton carrier. Although their turning radius makes them impossible for most privateproperty impounds, they can support the fleet when volume increases, especially on law enforcement requests. Timing in life is as important as timing in business. Is this the right time for your business to add a medium-duty tow truck? Can your current volume (in this economy) support a new truck payment? If you’re able to answer this with a happy heart, go get that bad boy and put it to work. Randall C. Resch is a retired California police officer and has been in the towing and recovery industry for 40 years as a tow business owner, manager, consultant and lightduty trainer. Email Randy at rreschran@aol.com. Number 139 on Reader Card

Baltimore Continues To Draw American Towman Exposition XXIII opened to huge crowds both Saturday and Sunday in Baltimore, Maryland, this past November 19th and 20th. Traffic was particularly strong throughout the show all day Saturday (aisle traffic, photo right). Exhibitors reported strong sales. American Towman brought American Towman TV crews to the show to cover the exhibit hall and the special events. Video coverage can be seen at AmericanTowmanTV.com.

TOWMAN.COM - January 2012 • 17

That Little Extra Goes a Long Way By David Lambert

ipping the tow truck operator isn’t as common as it should be but it’s not rare either. I don’t expect a tip, so I’m not disappointed when one is not offered. On the other hand, I do appreciate them when they are. I don’t believe in signs in the truck or on a clipboard that encourage the customer to tip or indicate tips will be “cheerfully accepted.” I perform the service that is required and let the chips fall where they may; however, the quality of the service we perform can open the door for the customer to show their appreciation. You have no control over the quality of service the call receiver provides while taking the call. You can only hope they were courteous and have set the stage for the customer to have a good service experience. Arriving on the scene quickly will go a long way in meeting the customer’s expectations. Again, this may not be within your control. Even when

18 • January 2012 - TOWMAN.COM

I don’t expect a tip, so I’m not disappointed when one is not offered. On the other hand, I do appreciate them when they are.

the customer’s wait is going to be longer than they hope, updating the expected time of arrival is a key to customer satisfaction. They can put up with a lengthy wait as long as they have a good idea of when to expect the truck to arrive. Of course it helps when they’re sitting at their home rather than on the side of a highway.

Courtesy Call You usually have no idea how long the customer has been waiting, so 5 to 10 minutes before you arrive (Isn’t GPS the best thing since sliced bread?), call the customer. They don’t always answer, but that phone call can provide an accurate ETA for the customer and a great deal of information for you that might include: •Is the customer with the vehicle and if not, when will they arrive?

continue to page 23

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22 • January 2012 - TOWMAN.COM

Number 177 on Reader Card

BEACONS ON! continued from page 18 (Double the estimate they give you.) •Is the vehicle at a home (in the garage, driveway or street) or at business? (Knowing the name of the business and looking for the sign is easier than looking for the address on the side of the building.) •If the location is an intersection, are they on a street (Which street?) or in a parking lot, etc.? •What is the primary problem with the vehicle? (The message we get is usually “breakdown,” with no specifics.) •Is the vehicle going to a dealership? (Having the name of the service writer will save a boatload of time.) •Do they live in a gated community? What’s the code? •Is there anyone who will be riding in the truck? How many? As I arrive, I survey the scene. Because of the phone call, I have a good idea of what needs to be done. Even in Florida, roads, driveways and parking lots often have a slope, so I try to park on the down side of the slope so it’s easier for the vehicle to roll towards my bed. In parking lots, after spotting the vehicle, I look to see if the spot directly in front of the vehicle is vacant. In some cases I’ll block it with my truck or it might be a job my customer can handle if I think I might need it later. I don’t like to drive on customers’ driveways, use their neighbors’ driveways for turn-a-rounds or even block a neighbor’s driveway while I’m loading (although it is necessary in some cases). It may also be necessary to ask about hidden sprinkler heads if the position of the truck may damage them.

A Good Start First impressions are lasting impressions. Luckily, I drive a shiny, almost new, red flatbed that always makes a positive impact on arrival. My personal appearance depends on how many and the type of calls I’ve run that day, but generally I don’t scare a lot of customers. Greeting the customer with a handshake and providing a business card enhances the professional image

our company wants to portray. My card has a spot for my name that could pay off later. It’s satisfying to have a customer ask for you if they need another tow or they want to call the office to compliment you on the service you provided. Spend a few moments talking to the customer about their vehicle and let them know what you will be doing or what you might expect them to do to assist you. On the side of a highway, I just want them out of harm’s way, but at their home or in a parking lot they could be useful.

Greeting the customer with a handshake and providing a business card enhances the professional image our company wants to portray. I always use gloves and find it hard to understand why anyone wouldn’t. Not only can gloves prevent injury, but they can prevent you from putting dirty hands on steering wheels, seats and door handles (both the customer’s and yours). Customers are very hesitant about shaking a dirty hand and would probably wonder why you would expect them to. We are required to perform a walkaround of the vehicle and to note all previous damage that we could be blamed for later. Our forms also require VIN, odometer, tag and the customer’s signature. Again, this contributes to the professionalism of the company. The customer receives a copy and since the form is in triplicate, I also provide a copy to the repair facility. Providing the VIN, tag and odome-

ter to a dealership can build a positive relationship with the service advisors.

Impressive There are a dozen things you can do while loading to impress the customer, depending on the type of vehicle and its location. I prefer using a nylon bridle on all but the largest vehicles for loading. Boards for ramping include several 4x4s and 2x4s of varying lengths and I use nylon, over-thetire (eight-point) tie-downs. Providing service to someone who might have difficulty climbing into the cab, whether elderly, disabled or overweight can be a problem. Because of a liability issue I am not allowed to assist them into the cab, so I look for a curb. Pulling the truck next to the curb makes that first step much easier and I point out the handles that are provided. I also suggest removing anything in their hands before attempting to climb into the cab. Dropping off is pretty straight forward and I have few helpful hints other than to show the same care while unloading and to give the keys back to the customer, if they are present, rather than giving them to someone at the repair facility. This gives you one last chance to come face-to-face with the customer and gives them one last chance to show their generosity. By now, you’ve realized this article isn’t about the things you should be doing to earn a tip. It’s about delivering quality service, improving customer satisfaction, and making the call go smoothly. Likely as not though, you could see a few extra tips by the end of the day. David Lambert is president and lead-instructor for the North American Towing Academy, providing tow operator training and certification programs to state and national associations and individual towing companies. He assisted in editing TRAA’s Level I certification program; served as Chairman of the SAE Towability Committee; and, past field editor for American Towman Magazine. He can reached at 407-765-5149 or www.TheNATA.com. TOWMAN.COM - January 2012 • 23

Towmanof theYear

Bill Gratzianna

by Brendan Dooley

M Life After ‘Wrecked’

24 • January 2012 - TOWMAN.COM

any towing professionals know Bill Gratzianna, the burly owner of O’Hare Towing in Northlake, Illinois, for the work he’s done over the years on behalf of the Professional Towing and Recovery Operators of Illinois, others for his contribution to the International Towing and Recovery Hall of Fame and Museum; he is now the sitting

president. Many go way back to when his father, Jack, was an industry mover and shaker and remember the Supreme Court case he won relating to political patronage. At the time Bill was the son who relished climbing into a big rig and heading down the road toward the latest incident. Today, however, Gratzianna is known by thousands upon thousands of towing professionals

around the world for the positive impact he’s had on the towing industry through the TV show “Wrecked.” The show ran two seasons and got two thumbs up from thousands of towers around the world. Aside from the characters of the show—Bill, his kid brother, Joey, his wife, Marci, and the other tow operators—towers watching liked the professionalism with which Bill’s company approached each job. In the wake of his fame, with no new shows being produced and business back to usual at O’Hare, the impact of the show continues, whether from the effect it had on the way towers thought of themselves, what they learned by watching or the continued impact of old episodes still airing; 42 episodes are in reruns on SpeedTV. And Bill himself, not the star with a TV crew about him, continues to make an impact on our industry through his towing association and towing museum duties. In short, his positive effect on the towing industry hasn’t diminished one bit. This is what impressed AT to choose Bill Gratzianna as its 2012 Towman of the Year. A quick look at Tow411.net will lead you to stories about the positives from “Wrecked.” One of them is from Null’s Towing’s great story about a judge ruling in their favor in a billing dispute where he cited the show in his comments and how it opened his eyes to how involved a semi roll-over can be. (Find more on this story in AT’s December 2011 issue.) “Overall, [O’Hare Towing] do a good job on their recoveries and they’re a great company. … I think they show a realistic view of our business. It’s real life. The public hasn’t seen it before. I think it’s a good thing that the public sees the real scene of what towers do,” said Don Sigler, manager of Kovi Towing in Princeton, N.J. “It shows us as more of a tool in the community, instead of just the guy that goes out and impounds your car.” The show also brought to light another side of the industry few people outside it see: the unreasonable customer. “The main thing is it was all real action time, not scripted,” said Jeff Roskopf, owner of Roskopf Service & Towing in Menomonee Falls, Wis. “It

shows the public what we actually go through. My favorite episode was when he had people in the office arguing about the bill. [Bill Gratzianna] asked the people to leave kindly, rather than argue with them. … I’ve had customers ask me if we see a lot of that type of treatment. I tell them, ‘Been there, done that.’ ” Some of the issues about the show Gratzianna told AT about back in 2009 included police and customers at scenes who weren’t happy to be filmed, some jealousies from other tow companies since they were not the featured company, and some edited segments of the show that put either comments or recovery procedures out of context that made O’Hare out to be cutthroat and/or unsafe in their business.

“I feel very comfortable that we portrayed towing and towers as hard-working people and heroes in the process.” Despite these downsides, Gratzianna says today that if the producers were to approach him about starting up again for a third season— something he said towers often ask him about—he would be willing to sign on again. “During the show’s run, we heard overall positive remarks. People were impressed and happy with it,” Gratzianna said. He added that there were some jealousies from other big companies that O’Hare got picked, but those were in the minority. “Now, after the fact, with some of the ‘towing’ shows that are out there now, my opinion is that I don’t look so bad anymore. Some of the other [towing reality shows] now are way over the

top with the fighting and repo’ing and other stuff. “I’m glad I was the first guy to do it and feel very comfortable that we portrayed towing and towers as hardworking people and heroes in the process,” Gratzianna said. His take on “Wrecked” vs. current towing shows was borne out a bit at the AT Expo in Baltimore this past November. “What I heard a lot [from other towers] in Baltimore was ‘When are you coming back on TV? ‘Your show made us and the industry look good. Some of the other shows are undoing what you’d done.’ ”

After ‘Wrecked’ Since the show went off production, Gratzianna said it is refreshing to concentrate on the core business of O’Hare Towing. “It’s refreshing not to have the problems that are created in trying to film a show,” he said. “We can concentrate on growing our business.” He said there were unique aggravations that the show created, problems that aren’t part of the normal day-to-day operations for a tower. “[Filming] does get in the way and sometimes slows the process down and creates its own problems, like drivers belly-aching about not getting enough camera time, and which driver has film crews that day; those are all decisions that I didn’t make, they were made by field producers on-scene,” Gratzianna said. A regular question he said he gets from other towers is whether “Wrecked” was good or bad for business. Turns out, it was both. “Generally speaking, it was good for O’Hare Towing’s business through gaining national and worldwide recognition … and is not something we took lightly,” Gratzianna said. “There was some bad that came with it too. We had some national accounts officially blackball us because they didn’t want to be on TV, including a national truck leasing company that was a big account. “We did take some lumps and bruises from people that didn’t want to be associated with O’Hare Towing because potentially, possibly, they could end up on national TV. … However, we TOWMAN.COM - January 2012 • 25

had other people call us and say ‘Hey, I saw your show and I’m broke down here in the Chicagoland area and can you please come out here and help me.’ “When it boils right down to it, there was more good than bad, but there was quite a bit of bad.”

Move-Over Despite the bad, another reason Gratzianna would like to do a third season is to further promote and raise public awareness of move-over laws. In 2009, he told AT that Illinois was without a move-over law for towers; it still is. “Unfortunately, here in Illinois, move-over laws are still not in place,” he said. “We’ve been fighting this battle to get this legislation in place, but right now with all of the debacles in Illinois government in general, it’s fallen on the back burner which makes me sad. … On the national level, it has progressed in lots of other states that didn’t have it in place. “I haven’t given up the battle, and that’s one of things I would like the opportunity to push along again on another season on TV. I’m going to keep working on it, TV or not,” he said. “It’s just unfortunate that in my particular state it’s moving slower than most. “I will get it done, I have no doubts with that. It’s a powerful issue for me because I put so many people out there at the side of the road every day.

“If somebody is going to do a show about towing, I want to be the guy.” “Between business at O’Hare and all the association work and state committees Marci and I serve on, and as president of the museum and its ties to the Wall of the Fallen and Survivor Fund, we’re in a position where we see and hear about a lot of those tragic incidents, and it just sucks. “I really don’t have the pulpit right now, but if I get it back, I will definitely be swinging in that direction. But a lot of people have gotten it done without TV and strong media, so I just have to keep pursuing in that direction until we get it done in Illinois.” Gratzianna fears that it will take another tragedy before his state “will want to do something about move-over. It’s very sad that it has to go that direction, but we’re working on it.”

Ratings Game Gratzianna isn’t in the driver’s seat to get “Wrecked” going again, which depends on the ratings it may receive in

reruns on SpeedTV. One knock against it, he said, is the high production cost to stage film crews 20 hours a day with O’Hare in two shifts, plus weekend work. But he would like to do it again. “I would be receptive to it. It is very distracting I don’t really miss it, but based on some of the other [towingrelated] shows I see out there now, if somebody is going to do a show about towing, I want to be the guy. Because I really don’t like what I see now from those other shows. “The drive right now for Marci and I is everything to do with our towing business and the industry and all the things that that covers. If towing is going to be portrayed on TV, I feel like I can do it justice. … [The towing on TV] that’s out there now really bothers me because it’s not a realistic view of what we have to do on a daily basis,” he said. From the show’s original run, to serving the industry in his state and beyond, Gratzianna wants towing and recovery to always have its best foot forward. “If I had the opportunity to do it again, or do another season,” said Gratzianna, “I’d do the best job I could to represent the industry professionally and positively.” AT says he’s still doing it and salutes Bill Gratzianna as Towman of the Year on behalf of professional towers everywhere.

Number 143 on Reader Card

Hino and Allison Join Forces Hino Trucks and Allison Transmission, Inc. signed a multi-year, long-term agreement that makes Allison transmissions the preferred and exclusive transmission for all current and future Hino conventional trucks in the United States. Through the agreement, Hino will be able to offer its customers enhanced transmission coverage on Allison-equipped vehicles. All Allison 2000 Highway Series (HS) transmissions will now carry a 4year warranty and the 2000 and 3000 Rugged Duty Series (RDS) transmissions will carry a 3-year warranty through Hino Trucks starting with the 2012 model year. For more information, visit www.hino.com or www.allisontransmission.com.

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Up The Ladder Barbour, Lalaina, Schultz Matheny Motors, a full-line Miller Industries distributor, named Jeff Barbour as the Director of Towing Equipment Sales to manage sales and service staff covering Ohio, W.V. and northern Virginia. Barbour was most recently the Chassis Specialist for Matheny Motors. “With Jeff’s extensive experience in the towing and recovery industry, I am very happy to have him lead our wrecker division,” said Tim Matheny, president. “I’m excited to work with the sales and service team again, and especially with my past customers,” said Barbour. “It’s great to be a part of a company celebrating 90 years of being in business.” Barbour has been involved in the towing and recovery equipment industry since 1986 in positions with Jerr-Dan, Horton Truck and Equipment and Capitol Truck and Equipment. Matheny Motors has locations in Parkersburg, W.V.; Marietta, Ohio; Woodbridge, Va.; Nitro, W.V.; and Mineral Wells, W.V. Rontan Signals, manufacturer of emergency lights and warning signals, named Jennifer Lalaina as its new South Eastern Manager for the Towing Market. “She is a seasoned professional and has a great deal of knowledge of the truck market and will be providing Intelligent Solutions for Towing companies,” said Jerry Koster, VP of sales. Dynamic Towing Equipment & Mfg., promoted Shelly Schultz to Vice President from her role as Business Development Manager. Schultz began her Dynamic career in 2011 focused on assessing opportunities and generating sales leads. Her role quickly expanded to include accounting, legal, quality control and management of personnel and operations; vice president more accurately reflects her responsibilities. Schultz will play a pivotal role in the continued success of Dynamic both in the U.S. and abroad.

atstandards.com

Ford Adds Gas F-650 Ford Motor Co. will grow its commercial product lineup in 2012 with a new medium-duty truck and is committed to implementing sustainable technologies and alternative fuels without compromising performance. The 2012 Ford F-650 will get a gas model with 6.8L V-10 engine. The gas variant costs thousands of dollars less than diesel trucks of its size. Ford created the new 2012 F-650 with a 6.8-liter V10 gas engine option and fuel-efficient sixspeed transmission that promises to save municipal customers with tight budgets an average of $8,300 per vehicle compared to the F-650 diesel model. All 2012 Ford F-650 and F-750 models will have available SYNC technology to help keep drivers better connected without them having to divert their eyes from the road.

Ford has added a gas engine option to its 2012 Super Duty F-650 and F-750 models. Photo courtesy of Ford Motor Co.

Towing Instructions for STEERTEK NXT Axles Hendrickson’s new STEERTEK NXT front axle can be found on some Volvo, International and Freightliner tractors built in the second half of 2011, and there is a new recommended towing bulletin with it. Hendrickson recommends that a vehicle equipped with a STEERTEK NXT/STEERTEK axle be towed by the following methods (listed in order of preference) for onhighway or on-roadway applications: •Method 1: Wheel lift. •Method 2: Towing the vehicle from the rear. •Method 3: Conventional axle fork. •Method 4: Spring eye and hanger lift (may require the removal of fairings). You can contact Hendrickson Tech Services by email at techservices@ hendrickson-intl.com, or http://millerind.com/news/ Hendrickson.pdf Take caution when towing a vehicle with the new SteerTek NXT front axle. Photo courtesy of Miller Industries. Number 151 on Reader Card

32 • January 2012 - TOWMAN.COM

Number 191 on Reader Card

Number 150 on Reader Card

TOWMAN.COM - January 2012 • 33

Alabama Town May Cap Tow Fees The police chief of Huntsville, Ala., wants to stop what he calls “outrageous” fees charged by some towing companies called if a vehicle owner doesn’t request a specific towing company. The city council is expected to consider a police department proposal that would set $150 as the maximum rate for the basic tow of a disabled car, SUV or pickup truck. Companies would be required to provide the first 24 hours of vehicle storage for free and could not charge extra for absorbents used to soak up fluids. The Chief says he’s gotten citizen complaints about pricing from some companies on the city tow rotation.

CCAS, Beacon Funding Partner on Financing Cross Country Automotive Services and Beacon Funding Corp. joined forces to offer Cross Country Service Providers enhanced truck financing options that debuted at AT Expo XXIII. Tow providers can use their long-standing relationships with Cross Country to access a convenient application process, wider credit window and competitive financing terms. Eligible tow providers may earn up to $300 in Cross Country Perks Incentives with each completed truck financing transaction. “This partnership helps our nationwide network of Service Providers by improving their accessibility to quality trucks and equipment, which enables them to grow their

“Most companies charge between $185 and $215 for a tow that doesn’t involve a rollover or pulling a vehicle out of a ditch,” said Della Hall, owner of Tow Pro. “Capping the fee at $150 would make it ‘hard to make it’ since the cost of fuel, driver salaries and tow truck payments keeps rising. “We don’t want to gouge anybody or treat anybody unfairly,” Hall said. “We just want to make an honest, fair living. We’re hoping they’ll compromise and basically let us keep our rates where they’re at now.” Source:TowIndustryWeek.com

businesses and better serve our customers,” said Charlie Cavolina, chief service officer/SVP at Cross Country. For more, check out www.beaconfunding.com/crosscountry.

Towing.com Launches Canada.Towing.com Canadian versions of the Towing.com websites are now up and running, where Canucks can search by postal code, city or province to find towing, roadside assistance and auto repair stations nationwide. Canadian companies will get a customizable company profile and be searchable from Canadian versions of Towing.com’s websites. For more info, visit Towing.com or canada.towing.com.

Lodar Raised $3,000 for Survivor Fund At the 2011 American Towman Expo in Baltimore, Md., Lodar Radio Controls raised $3,000 for the International Towing and Recovery Hall of Fame and Museum Survivor Fund. Lodar conducted hourly auctions in its booth of 10 wireless remote control units and donated all the money raised to the Survivor Fund at the end of the show. “We are proud to accept these funds and appreciate Lodar’s selfless support of the Survivor Fund,” said Jeffrey Godwin, chairman for the Survivor Fund committee. “Our industry loses dozens of men and women in the line of service every year and in this small way we can help the efforts of the Survivor Fund to support the families left behind,” said Tim Halford, director of sales and marketing for Lodar. The donated units were Lodar two function wireless systems and the traffic around the booth was steady throughout the show. Each hour brought a spirited auction and more money for the Survivor Fund. At least one company won two auctions. The winners of the auctions 34 • January 2012 - TOWMAN.COM

Steve Kerr (left to right) and Tim Halford of Lodar present a check for the Survivor Fund to Jeffrey Godwin and Bill Gratzianna, both representing the International Towing and Recovery Hall of Fame and Museum.Lodar Raised $3,000 for Survivor Fund

were Cloverdale Tow of Cloverdale, Calif.; Martins Wrecker Service of Cartersville, Ga.; Chips Repair and Towing of Suffolk, Va.; Greens Garage of Hampstead, Md.; Express Towing & Repair of Dover, Pa.; M & K Towing of Baltimore, Md.; Hot Rods of Martinsburg, Va.; Baileys Garage & Towing of Brockway, Pa.; and Dual-Tech of Bean Station, Tenn.

Number 207 on Reader Card

Motorcycle by Terry Abejuela

Transport Two-Wheel Transports Need Proper Equipment, Training

Proper training and the right equipment pays off in motorcycle towing and transport. Condor products shown here.

36 • January 2012 - TOWMAN.COM

ccording to the National Highway Traffic Safety Administration, there were more than 7 million motorcycles registered in the United States in 2007; with so many motorcycles on the road and the potential for even more due to rising fuel prices, towing companies that are not providing motorcycle transport service are missing out on additional revenue. To provide this service, I recommend that you purchase the appropriate equipment and provide adequate training to your staff to avoid damages and complaints. Many tow companies provide this service with the equipment they already have, which may or may not be designed or suitable for motorcycles. Probably the most common equipment used to transport motorcycles is the car carrier. Although not specifically designed to provide this service, car carriers can be used effectively. There are many different ways that tow companies can provide transport services for motorcycles using a conventional tow sling, a wheel lift or a car carrier. The key to being successful in providing this service is the proper equipment and training.

Like automobiles, motorcycles have evolved into complex machines that are expensive and susceptible to damage. Tow operators who try to transport motorcycles without the proper equipment and training expose themselves to liability for damages and injuries.

A single tow operator using a car carrier without the assistance of a motorcycle dolly to load and unload a motorcycle is unsafe. Conventional Tow Sling Before the widespread use of wheel lifts and car carriers, a conventional tow sling was used to tow some types of motorcycles, but it required an experienced operator. Towers

would attach chains to a sturdy component on the motorcycle and attach the chains to the grab hooks on the lift plate of the tow sling. When the tow sling was raised, the motorcycle would lean against the rubber sling straps and be raised off the ground. The operator would secure the tow bar of the tow sling to prevent it from pivoting. This technique worked well on wrecked motorcycles (and even on some that weren’t). When the industry transitioned from mechanical wreckers to hydraulic wreckers, it provided more options for motorcycle transport. Hydraulic extension and elevation of the recovery boom allowed operators to disconnect the tow sling and use the recovery boom to vertically lift the motorcycle. Using towels, blankets or rubber pads to protect fragile parts, a tow operator could attach chains to the motorcycle and use the boom to lift. When nylon straps became available, there were more options to lift motorcycles without damage. Using a spreader-type bar, a tow operator could use nylon straps and lift some types of motorcycles without damage. As more plastic and fiberglass components were utilized and motor-

AmeriDeck™ Hydraulic Loading System

TOWMAN.COM - January 2012 • 37

cycles got bigger and heavier and more accessorized, these conventional tow sling techniques became more difficult to use.

Wheel Lifts There are many different types of attachments that can be used on wheel lifts to tow motorcycles. Depending on the attachment and the type of motorcycle, they can also be difficult to use. One type is a ramp that attaches to the top of the wheel lift boom. This type of attachment is commonly used on autoloader wheel lifts. This type of attachment requires the operator to roll the motorcycle onto the ramp and stabilize it while attaching the tiedown straps. If the motorcycle has a damaged wheel or flat tire, this can be challenging. A tow operator trying to roll the motorcycle onto a ramp without any assistance is risky. If a motorcycle weighing 800 lbs. or more starts to lean away from the operator, it is difficult to keep the motorcycle upright. The operator has to find a way to hold the motorcycle upright while straps are attached. You may be able to use lumber under the kickstand to accomplish this task. Another attachment available is called a Cycle Carriage. This unit can be used on a conventional L-arm style wheel lift. It can be used safely by one

tow operator and does not require the tow operator to move the motorcycle or hold it upright. The wheel lift tow truck can be backed up to the motorcycle with the wheel lift crossbar parallel with the motorcycle. The wheel lift crossbar is extended out to the motorcycle and the attachment is assembled around the wheels of the motorcycle. The motorcycle is strapped down to the attachment and lifted by elevating the wheel lift boom.

Car Carriers A car carrier is probably the most common way tow companies transport motorcycles. Many of the techniques I have seen used by car carrier operators are unsafe. A single tow operator using a car carrier without the assistance of a motorcycle dolly to load and unload a motorcycle is unsafe. Although it can be done, I believe it is too risky. If no

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38 • January 2012 - TOWMAN.COM

dolly is available, I recommend a second tow operator assist. There are several types of motorcycle dollies that can be used to safely load and unload a motorcycle on a car carrier. I recommend a strong and sturdy dolly. Some motorcycle dollies are very lightweight and easily tip over during the loading process. Motorcycle dollies with pneumatic wheels, a wide stance and made of sturdy materials tend to be more stable during the loading and unloading

One type of service truck motorcycle transport unit is the in-bed unit that uses hydraulic and/or electric power to move a deck from the bed to the ground and back. Some of these service truck units can transport more than one motorcycle at a time.

process. They can be disassembled into smaller parts for storage on the car carrier.

Motorcycle Trailers There are several types of trailers that can be used to transport motorcycles. Some are specifically designed for this type of use, while some tow companies use trailers that were not designed for transporting motorcycles. Trailers that require the operator to push the motorcycle up a steep incline can be very difficult for one operator to use safely. If you are going to purchase a trailer for motorcycle transport, I recommend that you purchase one that can be lowered to the ground with little or no load angle. A steep load angle may require more than one operator to load a motorcycle safely. I also recommend a trailer that is equipped with a front wheel capturing device that will hold the motorcycle upright and not allow it to roll back off the trailer. Some of these trailers are able to transport more than one motorcycle at a time.

can transport more than one motorcycle at a time.

Motorcycle Tips Do not allow the customer to assist you in preparing the motorcycle for transport. Customers are not properly trained and may cause damage or get injured. If assistance is required, request help from another trained tow operator. Document in writing any previous damage before attempting to transport a motorcycle. Point out the previous

damages to the customer and have them initial your documentation. Transporting motorcycles can provide additional revenue, but requires the proper equipment designed for this type of work and adequate training for your employees. Terry Abejuela has 30 years of light-duty towing-and-recovery experience; he's also been a light-duty level 1 instructor for the California Tow Truck Association since 1998.

Service Trucks There are units available that work on a service truck. Some units slide into the standard trailer hitch receiver on the service truck and are lowered to the ground with a hand crank. The front wheel of the motorcycle is pushed into the unit, the motorcycle is strapped down and the front wheel is elevated while the rear wheel rolls on the ground. This type of unit requires the rear wheel and transmission of the motorcycle to be in good operating condition and the tow operator to follow the motorcycle manufacturer’s recommended speed and distance restrictions for transporting on the drive wheel. Another type of service truck motorcycle transport unit is the in-bed unit. Some of these units utilize hydraulic and/or electric power to move a deck from the bed of the service truck to the ground and back. Once the deck is on the ground, the motorcycle is rolled onto the deck and strapped down. The deck is then moved back into the bed for transport. Some of these service truck units

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TOWMAN.COM - January 2012 • 39

As seen on:

Find out more of what Joe Meyer has to say on AmericanTowmanTV.com

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Spilled Glass

by Somerset Hills Towing

I Recovery Punctures Backhoe Tires 42 • January 2012 - TOWMAN.COM

n August 2007, Somerset Hills Towing of Bridgewater, N.J., received a call from local police to a "rolled-over tractor-trailer with a spilled load of glass." We sent our Kenworth with Century 9055, Ford 9000 with a Bro unit and a recovery trailer to the scene where we found a tractor-trailer on its side and about 30,000 lbs. of glass covering a motel parking area and a strip of grass between the parking lot and the road. Since all the glass was off the roadway, we decided to expedite the semi upright to get traffic moving again. We staged our backhoe and

containers for cleanup and moved onto scene survey and rigging. We started by moving the glass away from the trailer so we could place our recovery straps in the WreckMaster Christmas Wrap position. We put tension in our lines, blocked the tires, set the brakes, removed the driveshaft and did a final walkaround. Due to the glass, we could not find a good approach for our control vehicle, so we decided to lead a little more with the tractor than usual. We also

put a pile of Speedi Dri under the rear axle of the trailer (which we learned from Donnie Cruse a decade before). As we performed the upright, the tractor and trailer both came up smooth and straight; both touched down gently, tractor then trailer. With the upright complete, we removed the semi to get traffic moving. Then we started the glass cleanup. We needed a tire service to be on-scene with us as the glass punctured the backhoe's rear tires.

Due to the glass, we could not find a good approach for our control vehicle, so we decided to lead a little more with the tractor than usual.

Mobile Websites and Your Business by Mike Rappapport

ou’d have to be living under a rock not to notice the changes we are seeing in mobile phones and digital connectivity. Smartphones and tablets are quickly becoming the vehicle of choice for many on the information highway. It is important to understand that as technology has changed, so has the way people communicate, express themselves and gather information. I can assure you that not many people are fumbling for the Yellow Pages book when they need a tow: the new Yellow Pages is Google, YP.com, Yelp, Merchant Circle, CitySearch, Dex and thousands of other directories that you may already have a listing in. Just populate those Directories with your links and information. A simple way to see what Directories you are already listed in is to “Google” your main phone number: You will be surprised. Suffice it to say, that with 50 percent of all local searches performed on a mobile device, your mobile site should be in order. The progressive owner has taken his mobile presence into account. You may have the best website in the world, but if it’s viewed on a smartphone without the proper mobile platform, it may look odd, difficult to navigate and hard to load. Test your website yourself. A good mobile website should accomplish a few things. It should load fast, have minimum graphics, easy navigation, one-touch calling, and, if budget permits, a video that is configured to work on both Android and Apple platforms. Building your mobile site shouldn’t be a difficult challenge. The best mobile sites are designed with the user in mind and look like a variation of your current website. If you’re not happy with the look and feel of your current site, it may be a good idea to upgrade your regular site and build 44 • January 2012 - TOWMAN.COM

The Facts • MS Research expected 420 million smartphones to sell in 2011, or 28 percent of the mobile handset market. They predict this figure will rise to more than 1 billion in 2016. • A Pew Internet Project survey from May 2011 found 35 percent of U.S. adults own a smartphone. • Half of all local searches are performed on mobile devices. your mobile site at the same time. If you really want to get fancy and have some more curb appeal with your trucks, you may want to invest in a QR Code. A QR (Quick Response) Code is a visual code that is a direct link to a specific destination on the web; in this case, your mobile website or company video. With a simple program that is becoming more and more popular, a mobile device is pointed at the QR Code and then, without searching or typing a web address, the user is sent to your website, special offer, company video or exactly to the web destination you want. Put your unique QR Code on your trucks, business cards, POP displays at your cashier station, print ads, etc. I have even recommended putting them on private property tow signs to give those illegally parked owners an easy way to get all the information they

need to retrieve their vehicles. It’s also a great way to separate yourself from other companies and offer something they don’t. QR Codes are available for free online. Many people ask, “What about a mobile application?” Well, you’re not playing games, you’re offering a service. People are not likely to download an app in anticipation of needing your services. You just need a good mobile website! The other big question I get when talking about mobile presence is about visibility. As a direct result of GPS technology, phones are designed to identify the nearest businesses based on geographic coordinates. Make sure your Google Places listing is updated as this is the No. 1 way to get mobile phone visits. So there you have it: a short course on mobile websites. Look here next month for a great article on video and your business. For more information on your Web presence and video production needs, feel free to contact me for an opinion or write to me at rapp@americantowmantv.com Editor’s note: Mike Rappaport , a 21-year veteran of the towing industry, is a producer for American Towman TV as well as being the founder of OMG National, an INC. 5000 ad and communications agency.

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TOWMAN.COM - January 2012 • 45

Classic Wrecker and Super Service

ere is a look back at a bygone era. While visiting Walt Disney World’s Hollywood Studios, one of my sons spotted this cool old wrecker inside the main entrance. Knowing how much I like old bikes, cars and trucks, he started snapping away and sent me these photos. At first look I figured this would be a good choice for a “My Baby,” but after researching this rig I decided it is more “Tow Americana.” What could

be more Americana then Disney, Chevy and the era of Super Service?

Classic Wrecker This classic old rig sits in front of Oscar’s Super Service at Walt Disney World’s Hollywood Studios theme park in Orlando, Fla. Oscar’s is a gas station from a bygone era of fast and timely service. Oscar’s Super Service is in Hollywood Studios not only to show how

things used to be, but also a nod to the car culture of California at that time. Gas stations back then were full-service gas stations with attendants that washed the windows, checked the oil and filled up the tank. When the Studios first opened, there was a 1947 Buick parked alongside the station. The Buick is gone and the gas station doesn’t pump any gas (it serves as a stroller, wheelchair and locker rental shop), but Oscar’s wrecker remains as

by Jim “Buck” Sorrenti Photos by Damon Sorrenti

Along the wrecker's hood is KLondike 5320, a reference to the days of plug-board phone exchanges.

a testament to that bygone time. The rig is a 1949 Chevrolet 6400 with a Holmes wrecker setup on the working end. Chevy’s 6400 series was a utility 2-ton truck with a 161” wheelbase. The 216-cid inline six engine rated at 92 horses is mated to a threespeed tranny. Along the wrecker’s hood is the phone number, KLondike 5320, a reference to the days of plug-board phone exchanges, when the exchanges were typically named according to the first two letters in the exchange’s prefix. (Remember actually dialing a phone?) The old wrecker also features a slogan for Oscar’s, “We tow the stars!,” on the doors. The two-tone paint scheme adds to the classic look of this truck. Looking at this rig brings an overwhelming feeling of nostalgia for those old service stations, a time when service with a smile meant something.

Super Service = Customer Service It wasn’t that long ago when a stop for gas included a wipe of the wind-

shield and fluids check for free. Back then, filling your gas tank was an interaction and an experience, not just a passing transaction. “Super Service” meant everything had to be squeaky clean¬—for a service station. Attendants dressed in spotless white uniforms would meet customers with a smile and be attentive. This was a time when many services were free; including free inspections of tires, battery, oil, cables and radiator. If you needed air, it was handled free of charge. The same was true of cleaning your windows. It was about the entire experience, not just buying gas. Now it’s all about fuel. Back in the good ol’ days, most service stations came with a repair garage and towing service. In the old days, service stations had slogans like, “You can Trust Your Car to the Man Who Wears the Stars” (Texaco). Those old stations exemplified some important points concerning customer service; some of those points are still valuable whether you are running a gas station, repair shop or tow ser-

vice. If you are in the road services industry you deal with the public. This is not road service this is people service. You are not in the towing business, you are in the people business. The vehicle has no emotion or concern one way or the other. The folks you deal with do. Customer service plays an important role in your company’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to the way you do business. A customer service experience can change the entire perception a customer has of your operation. Some customer service points exemplified by the Oscar ’s truck include: • Treat everyone like a star. • Keep it clean and shiny. • Offer friendly service. • Be accessible and available. • Provide for the total experience. These are still good points about customer service today. Simple acts of kindness should always be the standard. TOWMAN.COM - January 2012 • 47

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Beyond ‘Reality’

ello. I’m so excited to be part of your industry’s first online video programming. Have you clicked over to AmericanTowmanTV.com to check it out? My name is Emily Oz and I’m the lead producer creating the videos you’ll see, and I help host them too.

by Emily Oz

At ATTV, we work to create helpful content that gets straight to the issues you all face on a daily basis … oh and we try to lighten the load by entertaining you too. But one thing is for sure; we are NOT reality TV. Our weekly programming dives into issues that matter as we talk to real towers across America. There is no stage or actors to speak of. Instead, we offer a candid look and listen into the towing and recovery business your livelihood depends on. Our stories aim to save you money and time and encourage your safety and well being while out there working “the white line.” Reality TV has its rightful place; in fact Bill Gratzianna’s show was a fine example of the towman hard at work. “Wrecked: Life in the Crash Lane” followed him and his team of drivers around the city of Chicago. I was talking to Gratzianna at the American Towman Exposition in November and he told me that what you see in the series was exactly how it happened. Some of the other reality shows based around towing operations seek to exploit the negative side of the business. We’ve all seen them. Their trumped-up story lines and actor-portrayed customer spats are strictly for entertainment purposes.

At ATTV, we are talking about the issues that matter to everyone in the industry. The tow bosses, wrecker operators, dispatchers, suppliers and truck builders—we want you to benefit from American Towman TV. We’ve covered a variety of stories so far on ATTV. We’ve been able to source video from different parts of the country to cover a variety of topics. In Detroit, Boulevard & Trumbull Towing helped authorities pull a historic cannon from the Detroit River. A great video segment was featured in our inaugural edition in November. And it was great to see the number of tow trucks that turned out to be part of the funeral procession for tow boss Todd Young who was killed while on duty near Syracuse, N.Y. A special thank you to the two people who allowed me to use their videos of the procession to illustrate that story. I’ve also gone on location to film at tow and recovery operations in both New Jersey and Minnesota. You’ll soon be seeing stories on towing exploits from those areas. Also, for our inaugural program, I visited Driscoll Towing in Florida and was touched by Marion Driscoll as she talked about her late husband, Bob, and the American Towman Medal that he had earned for heroism. It was great meeting you, Marion! And it was great riding with your son, Joe, in the tow truck … a ride I’ll be taking more and more in the months ahead. And where did I find endless material for upcoming segments? At the annual American Towman Exposition of course! I have hours of great footage and interviews gathered from the Expo that will help build stories on the many issues facing our industry. For example, we have a great feature coming down the pike on the move-over laws and the perils towers face on the highways. And remember, we want to hear from you! If you have a story idea or Emily Oz is the anchor and producer for have photos or video of a unique recovAmerican Towman TV. You can email her ery; email me at oz@AmericanTowat oz@AmericanTowmanTV.com manTV.com.

Emily Oz

Send your thoughts/suggestions on the Adventures to scalitri@towman.com or American Towman, 7 West St, Warwick NY 10990

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The Low Down on

LOW PROFILE.

Introducing the Jerr-Dan® XLP-6 Low Profile Car Carrier The new XLP-6 low profile car carrier from Jerr-Dan features low deck height, a better 10.5° load angle and comes with a 3-year warranty. A dual-angle deck is available to handle super low load angles. And, with 6-ton capacity and 3,500 lb wheel lift, you’ve got performance without compromise.

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