American Towman Magazine - December 2013

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Number 176 on Reader Card

Departments

FEATURE CONTENTS

Walkaround . . . . . . . . . . . . . . . . .6 News Share . . . . . . . . . . . . . . . . .8 Road Tools . . . . . . . . . . . . . . . . .10 AD Index . . . . . . . . . . . . . . . . . .12 Tow Engineer . . . . . . . . . . . . . . .14 On the Net . . . . . . . . . . . . . . . . .16

28

Crash Landing in New Jersey The FAA gets in on the recovery when a plane lands on a roadway.

by Jim “Buck” Sorrenti

Beacons On! . . . . . . . . . . . . . . .18 Tow Boss . . . . . . . . . . . . . . . . . .20

38

Letters to the Editor . . . . . . . . . . .25

Product Gateway

Repo Run . . . . . . . . . . . . . . . . . .60 My Baby . . . . . . . . . . . . . . . . . .64

Get a sneak peek at the tools and equipment you need in 2014!

Towman’s Market . . . . . . . . . . . .66 Low Down . . . . . . . . . . . . . . . . .68 Adventures of A.T. . . . . . . . . . . . .69

Hundreds of wreckers across the nation feature cartoon characters and superheroes.

This Thor from Marvel Comics adorns a heavy-duty truck at Robert Young's Auto in Virginia.

4 • December 2013 - TOWMAN.COM

44

The Optimism of Towers What keeps you going year after year when the outlook is fair at best?

by Don Archer

52

Toon Time!

Cartoons are used as a colorful way to lighten the load.

by George L. Nitti

Number 109 on Reader Card

Set Realistic Goals With the promise of the New Year on the horizon, the annual custom of forming resolutions comes to mind.

It’s a perfect time to reflect on your business activities in the past year and how you want to improve in the year to come. Don’t miss out on the Product Gateway on pages 38-41 where suppliers introduce new products and services for 2014.

I make resolutions each year, both personal and career-oriented ones. Just as in the towing community personal and business life are inextricably linked.

By creating resolutions, are we implying that there’s a need to change?

I think we can all agree that there are always things we can change for the better. Making resolutions could be construed as creating a plan to shape the course of our lives for the better.

Here are a few resolutions we can all embrace … feel free to put them on your own resolutions list:

Towing in 2014

by Dennie Ortiz

1. Improve the balance between work and home life. Make sure that you don’t lose sight of the big picture to spend quality time with family.

This includes delegating more in order to free up some time. In a small business it’s hard to do, but it’s important to allow someone else to share the burden.

2. Set realistic goals. This may include focusing on promoting your business better which sometimes can fall to the bottom of the to-do list.

3. Acquire new knowledge. Learn something new that can help you in your business or in your life. Education is important. Learning something new adds to your skill set, increases confidence and may provide new contacts that could help you in the future.

Studies show that 45 percent of Americans make resolutions, but a whopping 24 percent never succeed.

The key to success is making explicit resolutions with realistic goals; those who do are 10 times more likely to succeed.

It’s definitely worth a try!

Dennie Ortiz Steve Calitri Brendan Dooley Randall Resch Terry Abejuela Jim “Buck” Sorrenti David Kolman Bill Simmons

Publisher Editor-In-Chief Editor Operations Editor Field Editor, West Field Editor, Northeast Chassis Editor Safety Editor

Emily Oz

On Screen Editor

Mark Lacek

Repo Run Editor

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

Dallas, Texas Jefferson City, Mo. St. Paul, Minn.

Las Vegas, Nev. Greensboro, N.C. South Hadley, Mass.

Warren, N.J. Creve Coeur, Ill.

American Towman Staff Ann Marie Nitti Dennie Ortiz Ellen Rosengart Norma Calitri Neila Smith Miriam Ortiz Henri Calitri Toni Vanderhorst William Burwell Emily Oz Steve Calitri

Page Layout Artist Advertising Sales Mgr. Senior Account Exec.

VP of Accounts VP Communications Subscription Manager Customer Service Publisher’s Assistant TIW Media Director ATTV Producer President

American Towman Media Headquarters 7 West Street, Warwick, NY 10990 800-732-3869 or 845-986-4546

by Brendan Dooley

As 2013 winds down, some of American Towman’s regular columnists took a look back at recent trends in towing and recovery and projected forward what may be coming for the industry.

On page 60, Mark Lacek discusses the redundant government agencies that look to make the repossession side of towing a tougher business. But rather than finish on a sour note, he seeks to lighten the mood.

Don Archer looks into his crystal ball (page 44) and sees the optimism that “plagues” towers across the nation and puts forth some action items that could help turn that optimism into growth.

As the holidays fly by and 2014 hits before you know it, I’d like to wish you a happy, healthy and prosperous New Year! Be safe.

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First On The Scene!

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 ©2013 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

Number 216 on Reader Card

Guilty Plea in Tower’s Death One year to the day after a Wilmington, N.C., tow truck driver was struck and killed in a hitand-run accident, the man accused of driving impaired and fleeing the accident pleaded guilty.

Anthony Charles Thompson, 51, pleaded guilty to seconddegree murder, habitual impaired driving and felony hit-and-run in the Nov. 4, 2012, death of John Junior Colville, 55, a father of six and Navy veteran. In exchange for the plea, charges of driving while license revoked and felony death by motor vehicle were dismissed.

Thompson was sentenced to serve from 19 to almost 24 years in prison, with credit for a year already served in jail.

Colville, a tow truck driver for Wayne’s Towing, was helping a motorist when Thompson, in a box truck full of furniture, struck Colville as he stood on the side of the road.

Thompson then fled the scene and was stopped nine miles down the road. Authorities said Thompson refused a field sobriety test and Breathalyzer test at the scene.

A blood test taken three hours after the crash showed his blood-alcohol content was 0.26 percent.

When Thompson finally did stop, his passenger-side window was shattered and a 12-pack of beer was in the truck cab. Source: www.starnewsonline.com.

Correction Hawaii passed a Move Over Law in July 2012. The state’s status was incorrect in the October 2013 American Towman.

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Car Recovered after 30 Years A car that may have been resting at the bottom of the Saginaw River in Saginaw, Mich., for 30 years is now residing at Mike’s Wrecker Service.

Saginaw County Sheriff ’s Department Dive Team members, using side-scan sonar equipment, recovered a two-door Chevrolet Caprice from the river recently.

“In August we used side-scan sonar and came across an object during our monthly training,” a spokesman said. “It looked like a snowmobile. We investigated and put a diver on it in September. In November, during our training, we decided to (retrieve) it and found out it was a car.”

The dive team arrived for training at 9 a.m. and had the car out of the river with assistance from Mike’s Wrecker by 1 p.m.

“It was found upside down about 100 feet offshore in 10 to 12 feet of water,” he said. “The key was in

In Saginaw, Mich., a Mike’s Wrecker truck hoists a car recovered from the Saginaw River over a chain-link fence.

Photo courtesy of www.mlive.com.

the ignition and the car was in drive.”

The vehicle was inspected to make sure nobody was inside; it was more than likely stolen and dumped in the river. The last license plate tab was 1983.

This is the second car the team has recovered using sonar in the last month. Source: www.mlive.com.

Extra Fee for

Swearing A woman in Alabama wants some of her money back after a towing company charged her extra for using foul language.

Mahogony Grandison had her car towed—when she parked it illegally—while visiting a friend. She says other people also had their cars towed. However, they were being charged $200, while she was charged $350.

The company said Grandison was charged extra for cursing at them … something she claims she didn’t do.

Police say a verbal argument did

take place when Grandison picked up her car.

The owner of the towing company says if the woman apologizes, he will consider giving her a partial refund of the $150 “cursing fee.” Source: www.abclocal.go.com.

...Ordinance to make towing more ‘humane’ for drivers...

'Humane' Tow Laws

Tow Co. Added to Suit

Two Anchorage, Alaska assembly members are resurrecting an effort to "crack down" on city towing companies with a new ordinance that’s intended to make towing more “humane” for drivers. Similar efforts failed in 2008 and 2011.

They want to set limits on towing charges, toughen enforcement of towing laws, and make it easier for people whose cars are improperly towed to get their fees reduced or cut.

City officials say that the ombudsman’s office gets upwards of 100 complaint calls each year—many are complaints about the cost.

The new ordinance would set a $235 cap for nonconsensual towing, which could move up with inflation. It would also allow drivers to contest the fees in an administrative hearing. Source: www.adn.com.

A New Jersey man, killed last year while crossing the Staten Island Expressway, would be alive today if cops had gotten him medical help earlier, his family alleges in a lawsuit.

Nelson Coelho, 23, was fatally struck by a car on the busy highway on Jan. 25, 2012, while apparently trying to walk home from a previous car crash.

Coelho was disoriented and emotionally distressed after the street wreck and should have been taken to a hospital or driven home, contends the suit.

The action seeks unspecified monetary damages and names as defendants the city, the Police Department, the towing company and driver who struck Coelho.

Coelho, court papers maintain, suffered head trauma in an earlier accident.

As a result, he was disoriented, emotionally distressed and “incapable of meaningfully refusing medical attention.” According to reports, his mother said she spoke to her son after the crash and he seemed disoriented and “frustrated.”

In view of his condition, police officers and the tow truck drivers should have arranged to transport him to a hospital, home, a police precinct, “or other safe place,” allege court papers. Source: www.silive.com.

Mo. Rotation ‘Promising’ Several months after management of the Independence (Mo.) motor vehicle tow rotation system was transferred from the city’s police department to the finance department, the returns appear to be promising, says the city.

Janna Brake, the business license compliance officer who is the system’s most direct coordinator, gave a presentation to the Independence City Council recently, which detailed the revenue the city generates from participating tow companies, and what those companies might return on their investment.

Ten tow companies are in the rotation – nine that had been doing business with the city and one added in. To be in the city’s rotation for handling residential tows, companies made a $500 initial deposit, plus $500 per month, with a three-year agreement.

In the first four months of the new system, companies have averaged 236 tows each month. At an average cost of $200 per tow, Brake projected companies could have an average revenue $56,640 per year.

“Really, to pay $5,000 for $50,000, that’s not a bad deal (for companies),” said one council member. Source: www.examiner.net.

$500 Tow Fee Affirmed A Madison County (Ill.) judge dismissed a lawsuit challenging the city of Alton’s ability to charge an added towing fee of up to $500 to a person arrested on driving under the influence or other charges.

Associate Judge Charles Chapman said in dismissing the case that it can be assumed there is a cost associated with towing and impounding cars, whether or not there is a criminal case involved.

A group of lawyers filed class-action suits in December 2011 against several Illinois cities regarding extra fees. The plaintiffs cited the due process clause that, “No person shall be deprived of life, liberty or property without due process of law nor be denied the equal protection of the laws.”

City officials argued that there is more cost involved than merely issuing a receipt. There are more man-hours involved in arranging the towing, conducting an inventory and other administrative functions.

Chapman stated in his order that the fees are defensible. Source: www.thetelegraph.com.

TOWMAN.COM - December 2013 • 9

Check Out What’s NEW and HOT! Stainless Steel Button Master

Trailers Redesigned Lighter, Stronger

Access Tools developed a specialty long-reach tool for vehicles with vertical door-lock buttons. The Stainless Steel Button Master, a new version of the Button Master, is much sturdier, less flexible, and carries a Lifetime Warranty against breakage of the rod itself. The Stainless Steel Button Master is designed for pulling up vertical door-lock buttons and features a sturdy coated rod that is pre-bent into the proper position to aid with snaring the vertical door-lock button.

www.caropeningtools.com Number 200 on Reader Card

Warn Power Plant Combo

H Warn Industries’ new PowerPlant 9.5 and 12 models combine a winch with a high-performance air compressor. The PowerPlant 9.5 has a pulling capacity of 9,500 lbs., while the PowerPlant 12 will pull 12,000 lbs. Both have an air compressor able to fill four 35” tires in eight minutes, and can run air tools as well. The PowerPlant models include stainless-steel fasteners, a new pressure switch, a revised contactor, a new hose, accessories and a flat-black finish. Warn also introduced a new line of premium winching accessories and components with protective Cerakote coating, including a premium winch hook, shackle and snatch block.

www.warn.com Number 201 on Reader Card

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Smartphone App for Lighting TowMate’s new smartphone application for lighting includes features like setting alarms to let you know if you leave your light behind, monitoring battery life in the unit, and monitoring functionality so that you know all systems are a go. A Power-Link option will also allow for control of TowMate’s line of two-wire install light bars in the Power-Link Series.

www.towmate.com

eavy-duty trailer manufacturer Kalyn Siebert redesigned and re-engineered its hydraulic removable gooseneck trailer. The new HRG trailer is 400-lbs. lighter, stronger and offered in a Commercial series and heavy-duty Extreme series. The KSHRG-3-51T, which starts at 18,000 lbs., is available in the Commercial series. The KSHRG-3-55T, which starts at 19,800 lbs., is available in the Commercial and the Extreme series.

A new neck-to-deck connection incorporates front deck pins that are 2.5-times larger and stronger than standard pins and are contoured to better match the neck paddle for less stress on the trailer.

The alignment trough has been completely overhauled; a new unitized design eliminates unnecessary welds. This strengthened the design and ensures a consistent, flat surface that—along with the larger front deck pins and larger neck paddles—makes con-

necting and removing the gooseneck easier. The neck shims have also been unitized for more strength and better lateral stability.

The company also has added Corsol MP corrosion control as an option across its entire product line. The alternative to galvanizing provides exceptionally high protection against corrosion undercutting and blistering. The Corsol MP system will be particularly well suited for Hydraulic Sliding Axle trailer operators in the towing, recovery and transportation markets.

Whereas the hot dip galvanizing process provides corrosion protection to steel components, there are limitations to which components can be dipped in molten zinc. Corsol MP molecularly bonds a co-polymer to steel and protects more of the trailer, including main frames, deck, air tanks, suspensions, axle components and hydraulic cylinders.

www.kalynsiebert.com Number 203 on Reader Card

Number 202 on Reader Card

TOWMAN.COM - December 2013 • 11

ADVERTISER

ACTION PAGE

AD INDEX

Fax To: 888-847-6035 Page #

Access Tools 49 Agero 47 Akins Body & Carrier Sales 45 American Safety & Supply 26 AmeriDeck 19 ATSA 63 AT ShowPlace Las Vegas 42, 43 Auto Data Direct, Inc. 27 Auto Return 23 B/A Products 35 Crouch’s Wrecker & Equip. Sales 35 Custer Products 19 Century 36, 37 Dynamic Towing Eq. & Mfg. 33 Eartec 61 East Penn Truck Equipment 22 Elizabeth Truck Center 46 Equipment Sales & Service 61 FlowStop 56 Ford Commercial Truck 2, 3 Freightliner 7 Ginn Motor Company 54 GPS Secured 17 I Tow In 19 Insurance Auto Auctions (IAA) 51 Intek Truck Eq. Finance & Lease 15

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102 114 126 135 167 206 206 197 169 108 177 128 143 165 133 107 123 152 153 176 216 125 101 175 110 145

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Page #

Jerr-Dan 72 Jiffy Jump 27 Landoll 33 Lift & Tow 24 Lodar 15 Loganville Ford 13 Matheny Motors 71 MatJack/International Wreckers 25 New England Truckmaster 48 North American BanCard 5 Nussbaum Wreckers & Carriers 24 Phoenix USA 34 Pierce 56 Ramsey Winch 17 Rush Towing Systems 21 Santander Bank 62 Savatech 32 Smyrna Truck Center 15 Sonetics Corporation 55 Steck 61 TowLot.com 58, 59 Towman 500 57 TowMate 21 Worldwide Equipment 26 Zacklift International 17 Zendex Tools 34

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124 164 174 139 163 207 194 186 171 109 196 170 117 148 198 103 118 113 172 132 159 206 191 151 121 181

December 2013 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

Number 207 on Reader Card

Know Your Transmissions

by Terry Abejuela

W

hen vehicles are towed with the drive wheels on the ground, tow operators must be familiar with transmission guidelines in order to avoid damage. With all of the different years, makes and models you might encounter in the field, it is near impossible to know the correct procedures for every specific vehicle. An operator should know how to use general guidelines and where to find the information when needed.

Whenever possible, vehicles should be towed with the drive wheels off of the ground to eliminate the potential for damage to the transmission. Front-wheel-drive vehicles should be towed from the front and rear-wheel-drive vehicles should be towed from the rear whenever possible.

Most vehicles equipped with a standard transmission can be towed with the drive wheels on the ground.

Automatic transmissions on the other hand are susceptible to damage when towed with the drive wheels on the ground.

The original four-wheel-drive military Jeeps that became available to the public after World War II were fulltime four-wheel drive. They had no transfer case, so the transmission was always in four-wheel drive. To tow these vehicles with a conventional tow sling or wheel lift, the tow operator would have to use tow dollies or disconnect the drive shaft to the wheels on the ground.

Next came the part-time fourwheel drive; these vehicles were equipped with a transfer case. To tow most of these vehicles, the tow operator could place the transmission in neutral, place the transfer case in neutral and tow the vehicle from the rear.

If the vehicle was equipped with free14 • December 2013 - TOWMAN.COM

The 2013 AAA Towing and Service Manual.

wheel front hubs, the hubs could be placed in free-wheel mode thus disconnecting the front axle from the front hubs. Most of these hubs were manually placed in free-wheel by turning a dial on the hub.

With four-wheel-drive vehicles, I recommend that tow operators check the AAA Tow and Service manual or the vehicle’s owner’s manual for the proper transmission setup before towing with any wheels on the ground.

Some manufacturers recommend the transmission be placed in Park or a specific gear.

Some four-wheel-drive transfer cases are shifted electronically instead of manually, so they require battery power to be shifted normally. (Some have procedures that can be followed to shift the transfer case when no battery power is available.) The Shift Interlock Override procedures vary by manufacturer; refer to the owner’s manual or AAA manual for the proper procedures. A jump-start may be required.

All-wheel-drive vehicles must be placed on a tow dolly or transported on a car carrier to avoid damage to the vehicle’s AWD transaxle/transfer case.

I don’t recommend tow operators remove drive shafts to avoid transmission damage … unless the tow company is willing to accept the liability of reinstalling it. All other methods to tow the vehicle without removing the drive shaft should be attempted first. If removal is required, it should only be attempted by a properly trained and qualified individual. Many tow companies have a policy of not reinstalling drive shafts when removed to accommodate the towing process. I think if the driveline is removed by the tow operator in order to safely tow, then the drive shaft should be reinstalled if the customer requests it.

(The customer shouldn’t be required to pay for a tow and then pay a mechanic to re-install a drive shaft.) If a drive shaft is removed and not re-installed, the vehicle should be clearly tagged that the drive shaft has been removed.

Keep in mind that transmission speed and distance guidelines assume that the transmission is in good working condition. Tow operators have no way of determining the condition of the transmission.

Extremely low mileage on the vehicle may indicate the transmission is in good working condition. Recommended towing distances are commonly cumulative miles. A distance restriction of 100 cumulative miles means if the vehicle was previously towed once for a distance of 50 miles it may be towed an additional 50 miles. The customer may or may not be able to verify the cumulative towing miles on the vehicle. If the cumulative towing miles cannot be verified, place the vehicle on a tow dolly of car carrier.

Number 145 on Reader Card

A 1998 Dodge Durango four-wheeldrive manual transfer case.

Transmission guidelines have many variables and are often detailed and very specific. Failure to follow these guidelines exactly can result in damage. Tow operators should be familiar with these guidelines and where they can access the information on vehicles they don’t know to avoid costly transmission damages.

Number 163 on Reader Card

Terry Abejuela has 30+ years of light-duty towing-and-recovery experience. He is also a lightduty level 1 instructor for the California Tow Truck Association since 1998.

Number 113 on Reader Card

TOWMAN.COM - December 2013 • 15

First Impressions Are Lasting Impressions

by Michael B. Rappaport

S

ervice and branding are just the beginning of creating a good first impression. Your goal is to deliver an experience for your customer that is as pleasant as possible from start to finish. Remember, they didn’t call you in lieu of going to a movie or grabbing a bite to eat—you are a “necessary evil,” so leverage that with great service and make certain that your first impression will be a positive and lasting one.

The towing industry is without a doubt a service business. People call us only when they need us … at any time, in any weather and with any combination of motives, like accident, breakdown, recovery, transport and private-property impound. We don’t generally get calls from happy people who are looking for a fun tow: “It’s a sunny day, the bills are paid, I think I am going to have my car towed.”

I’ve worked with hundreds of towers over the past 25 years and one common challenge I hear is overcoming the negative stereotypes of the industry. So before you answer the phone or even arrive on the scene it’s an uphill battle.

You need to work harder than most to make that first impression a positive one.

Branding your business is one of the most important things you can do.

Some of the biggest companies in the world are recognizable to the masses based solely on their logo. The nature of your business and the service that you provide is something that should be made clear to customers the moment they call or engage with your staff in person. They may not necessarily recognize your logo right away, but they should have a definite understanding that your company provides quality and

16 • December 2013 - TOWMAN.COM

professional service. It’s about that first impression.

Its been said, you have seven seconds to make a first impression. What impression do you make when you arrive on the scene? Answer the phone?

Show your website, social media or online reviews? It’s important that each touch point or opportunity is leveraged.

That first impression can be a lasting one, and the difference between earning someone’s confidence or not. Getting a corporate account may hinge on that first impression, so don’t discount the opportunities you have.

Think about how you answer the phone and if needed, when you place a caller on hold. Are you playing a radio station, silence, or messages that reinforce their decision to call you? Rusty’s Towing in Columbus, Ohio, is leveraging the short time their callers may be on hold with a professional recording talking about their equipment, training, service commitment and motoring tips by the season.

“Having the messages on-hold gives the caller a feeling that we are more than the one truck we may be sending, and there is a professional approach to doing business,” said Brenda McQuirst of Rusty’s.

In todays online world, the first

impression with your company may be your website and perhaps mobile website if they are searching on a phone or tablet. Speaking of which, does your mobile presence make it easy to call, give their location and navigate intuitively?

How frustrating is it to visit a mobile website and have the screen not conform?

Interstate Towing from Chicopee, Mass., has a mobile website that even includes video when you hit the “About Us” button.

“We feel strongly about our image,” said owner Jeremy Procon. “From our trucks, our drivers, the way we answer the phone and now with our updated mobile website, we know our image is consistent and professional.”

Your image and someone’s first impression of your company cannot be understated when it comes to how that translates from the real world to the virtual. Think about this: If your truck rolled up and there was graffiti all over it, saying “This company stinks,” and “RIP-OFF TOWER,” how do you think the customer would react? Well, having a bad review online that isn’t addressed is essentially the same thing. Conversely, having positive reviews is like peeking in on a group saying nice things about you.

Be certain to get a handle on your reviews and beyond to all the directories that feature your company. Do you have pictures, a description of your services and videos available at the directory sites? A first impression may not be from your website, but a directory or review site. Remember, that first impression may be on Google+, Yelp! or YP.com.

Beverly Blair of TW Towing in Dallas, Texas, uses a professional review and directory service to populate all her directories with information and videos that are positive and promotional. She is now controlling her online reviews and social posts efficiently and completely.

“I am enjoying a lot of new business and positive impressions on my company from using a professional platform to populate and control my online presence,” Blair said. “I particularly like getting notifications when someone says something about us

continue to page 19 Number 101 on Reader Card

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TOWMAN.COM - December 2013 • 17

The Fix Is In, You are not alone From TowIndustryWeek.com

by Don Archer

A

YouTube viedo that showed the owner of Barbee’s Towing in Millington, Tenn., addressing the city council. I couldn’t help but feel for him as he stood there pleading his case to the elected officials about a phone call he’d received from the city’s finance director.

I don’t know him or how he runs his business; if he’s like most tow truck operators, he couldn’t stay in business long if he didn’t treat people right, especially in a small town like Millington with a population of around 10,000.

According to the limited information gleaned from the video, the city’s finance director had solicited an outside-of-the-area towing company to provide towing services for a set amount and called the owner of Barbee’s Towing to get him to agree to that same set amount.

When the tow company owner wouldn’t immediately agree to provide towing services for the amount proposed and wanted to talk to the other towers on rotation first, he was accused of breaking the law … of price-fixing.

Wikipedia says, “The defining characteristic of price fixing is any agreement regarding price, whether expressed or implied.”

So WHO was actually engaging in price fixing? The towing company’s version of the conversation was that the finance director all but insisted that his company comply with his price demands or face repercussions.

I contend that if Barbee Towing and its competitors were allowed to conduct their businesses the way they saw fit, without being coerced into

18 • December 2013 - TOWMAN.COM

...the finance director all but insisted that his company comply with his price demands or face repercussions. charging a fixed amount proposed by the city, they probably wouldn’t even communicate with one another … let alone be involved in discussing rates.

Of course, the city has the right to request a bid and secure a company to provide services based on the lowest price … if their goal is to only have one company servicing the entire town.

But accusing a man of the very crime you’re engaging in while coercing him through strong-arm methods to submit to your set price (do this immediately or be removed from the city’s rotation) … sounds like extortion.

It’s unfortunate that many cities across the country are experiencing extremely tight budgets. But instead of

cutting expenditures, the nature of government has them looking for answers in the pockets of anyone within arm’s reach. Due to the difficulties towers have in gaining favor with the general public … we’re easy pickings.

Because our numbers are so few and our concerns seem counter to that of the public at large, i.e. price controls on tow rates sound good to the uninformed, we find it futile to appeal to the masses to take action on our part.

But if no action is taken … soon it’ll be their turn to pay.

To further increase the cities’ power and fill the pockets of those in charge, they won’t stop with towing companies. When no one but the abused speaks up and city governments are allowed to crush a oncethriving industry … what’s to stop them from going after the rest?

This brings to mind the famous “First they came…” quotations made

by Martin Niemoller, an outspoken critic of the Nazis and Adolf Hitler.

“First they came for the Communists, and I didn’t speak out because I wasn’t a Communist. … Then they came for the Socialists, and I didn’t speak out because I wasn’t a Socialist. … Then they came for the trade unionists, and I didn’t speak out because I wasn’t a trade unionist. … Then they came for me, and there was no one left to speak for me.”

Don Archer lives and works in Jefferson City, Mo., where he and his wife, Brenda, own and operate Broadway Wrecker, a 12-truck operation that’s been in business since the 1950s. Email him at don@broadwaywrecker.com

ON THE NET continued from page 17 online. At TW Towing, we never take anything for granted when it comes to our image.”

Getting in the habit of making a good first impression will improve your business in ways that you might never have imagined. Customers will be far more willing to return, and to let others know about the great experience they had when doing business with you. Your brand will soon become recognized as one that is a sign of quality and expertise, which alone is worth that little extra effort.

You just can’t control how a customer is seeking out your services. They may pick up the phone and call you directly; perhaps they are searching

online or from their smartphone.

Regardless of how you’re being sought out, you never get a second chance to make a first impression.

Editor’s note: This concludes the three-part series to help towers build online presence and implement an effective on-going review program.

The first two parts ran in AT’s October and November issues.

Mike Rappaport is a 21-year veteran in the towing industry, a producer for AmericanTowmanTV.com and the founder of OMG National, an INC 5000 ad agency. For more information on your web presence and video production needs, contact him at rapp@americantowmantv.com.

Number 167 on Reader Card

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TOWMAN.COM - December 2013 • 19

Customer Retention Is Full-Time

by Randall C. Resch

W

hat do you and your company do to solicit, entice and revive old accounts and build new ones? New tow companies are springing up everywhere, so you’ve got to do something to maintain your customer base. You need to rid yourself of perceived entitlements that your customers are yours forever.

What you do to maintain customer relationships has a direct impact on your company’s business. Like all relationships, customers have feelings and needs that must be fostered and cared for.

What marketing actions and strategies do you take to bolster customer retention? Are you the owner who thinks your reputation speaks for itself and the customers will just come to you? Wrong. If you’re in that mindset, you couldn’t be more detached from how important marketing and networking is in order to keep accounts and clients.

I know that some owners rarely get out to meet their customers, accounts and law enforcement managers face to face. At a pre-contract meeting recently, I listened to a patrol sergeant rant about how he didn’t know who most of the local tow company owners were because they didn’t attend mandatory meetings.

While it’s not generally required that owner’s attend tow meetings, most companies send qualified managers to get the gist of the meeting’s details to report back to owners. When it comes to law enforcement, I strongly advise that owners attend periodic meetings to send the message that their company has a vested interest and desire in serving the agency.

Even though your company may have been towing for a local jurisdiction 20 • December 2013 - TOWMAN.COM

Customer retention is a full-time job; not time to plop your butt down and let the competition catch up.

Building or renewing relationships is a recurring process not to be ignored or forgotten. for years, you should have no expectation of contract award based on longterm relationships. In the world of law enforcement contracts, regular interactions are more than just a box of donuts.

As a new generation of contract administrators or command officers is entering the scene, building or renewing relationships is a recurring process not to be ignored or forgotten.

ETAs One of the biggest downfalls in the industry is that tow companies commonly and consistently promise services that they can’t perform. The general problem is companies stack calls and promise quick ETAs, only to be late and call the customer back with later ETAs. In my many years as an industry manager, consultant and trainer, I’ve never— repeat … never—had a tow company

respond in less time than their promised ETA. It shouldn’t be that way, but that’s the reality of the industry.

I recently needed my Honda Goldwing transported to a dealership and wanted an experienced, well-known, well-advertised company to do it. To find a reputable company, I asked the dealer’s service manager what company they used. I reviewed the tow company’s website and saw an attractive phrase promising “On time arrival and delivery.”

When I contacted the company, they couldn’t take or commit to the call without a first-grade runaround. I played dodge ball with the dispatcher and was put on hold twice, only to have the dispatcher tell me the tower was out and he’d have to call me back—taking more than two hours to return the call.

Subsequently, a next-day, 11 a.m. tow call was arranged to be their first call of the day. At 10:55 a.m., they called stating they’d be late. And, late they were, by two hours. The final insult was no apology or reason for their delay.

The bottom line is don’t promise what you can’t perform.

Answer the Phone Incoming calls should be answered in no more than three rings. In a recent bid

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proposal packet, one police agency stated, “If the tow company does not pick up by the sixth ring, our dispatcher will roll to the next company on the list.”

Why should any call be allowed to make it beyond three rings? If your dispatchers aren’t capable of balancing incoming calls or getting to the phone by the third ring, you’ve got problems in your dispatch office; some in-house training or attention is in order.

Problem Solvers In my mind, successful towing and recovery companies are adept at problem solving by finding solutions to their customer’s situations. Are you that company?

Western Towing is one of San Diego’s largest towing and recovery companies.

From the company’s beginnings, owner Steven Hendrickson prominently displayed a catchy slogan on his tow trucks, business cards and invoices: “If we can’t help you, we’ll find someone who can.”

To me, that slogan speaks volumes about the company’s interest in solving customer needs, and is a sure way to retain customers.

expectations. In most cases, you’ll find customers were satisfied, but there may be reports where dispatchers or drivers were rude, impolite or didn’t serve the customer as expected. This doesn’t mean your employees were wrong, just that the customer had different expectations.

Because ours is an industry where sometimes the customer isn’t always right, or if their vehicle was towed, impounded or similar scenario, the customers may have started with their own bad attitudes. Openly discussing these complaints oftentimes results in

redeeming a customer that may have gone elsewhere in the future.

By staying in touch with your accounts, you’re personally making them see that you care about their needs and are on top of your company’s actions. Too many bosses plop their butts into comfy desk chairs and stay locked away without making any attempts to call customers. Don’t hire a manager to do what should be every owner’s task of talking with customers and accounts once in awhile.

In today’s world of social media, customer input can bolster or damage

Be There Reliability is a lacking component in some companies’ operational repertoire. Today’s successes demand that companies provide the best services consistently by telling customers that they’re available whenever they’re needed and then being there. Forgetting time calls or dropping calls is no way to foster repeat business.

In busy dispatch offices, the best defense against dropped calls, crossing trucks or in-house chaos is ongoing supervision and consistent monitoring of calls. If one dispatcher loses details, drops calls, or can’t live up to your company’s promises by getting the right truck and driver to the customer’s location, either retraining, re-tasking, or employing a more qualified dispatcher is needed. Dealerships and law enforcement dispatchers are especially impatient to these kinds of blunders.

Stay in Touch Owners should conduct periodic call-backs to customers to see if services and drivers performed to their

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TOWMAN.COM - December 2013 • 23

your company’s image. When I’m preparing to teach at a tow company I’m not familiar with, I Google the company’s name looking for Better Business Bureau or website complaints.

Although I’m not a big advocate of customer reviews, much can be gleaned from customer input either for or against. What’s more important beyond the customer’s complaint are the actions a company takes … or doesn’t.

Contract agents and law enforcement bid managers also peruse the Internet when seeking perspective service providers or contract towers. How does your company stack up?

Using social media, Facebook, Twitter, LinkedIn and even just emails can help to stay connected (or picking up the phone). Soliciting your customer’s input makes them feel like you’re concerned and that you care. Don’t assume that a huge online media presence takes place of periodic face-to-face, one-on-one interactions.

Enter 2014

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Ready or not, here it comes … Happy 2014. Take time to do a little in-house evaluation to see if you and your company are maximizing efforts to make the best of every call and every relationship, either by phone or other contact. Building relationships to retain customers is an easy process, but it takes concentrated efforts to keep them happy.

As the future rocks on, it’ll get harder to stay abreast of the competition. Small communities have service groups that could be important to your community interactions with other business leaders. Although serving a community group takes a commitment of time, you’ll be known for the work the service group does within your community. It’s also a good way to meet other business owners and leaders. Perhaps the sheriff or your community’s fire chief are members of the same group, making them two extremely important contacts that will know you personally.

Fostering relationships and retaining business accounts is a full-time practice requiring commitment and dedication. It’s the dedicated manner you serve to (hopefully) help keep your business alive and keep your accounts yours. The holidays are the perfect time to deliver a small trinket to show your appreciation. The friendliest interaction is sharing a firm handshake, a warm smile and, “We thank you for your business.”

So, as 2013 fades away, let me say how proud I am of you all for staying the course with all of today’s trials and tribulations. It’s been a difficult year. As we continue to battle an uncertain economy and look to a challenging future, don’t lose Randall C. Resch is a retired sight that your comCalifornia police officer and petition will conhas been in the towing and tinue to pound away recovery industry for 40 years as a tow business owner, at your customers’ manager, consultant and lightdoors and try to duty trainer. Email Randy at snag them away. rreschran@aol.com.

Repo Column Is Right On Dear Editor, I read Mark Lacek’s Repo Run column, “Is Repossession Dangerous,” in the November 2013 issue of American Towman. I have been in the towing and recovery industry since the late ‘80s. I have recently switched from PPI (impounding) back to recovery. I agree with the points you made completely.

My employer and I were talking about the forwarding companies this afternoon. What the lien holders and these forwarding companies are doing by forcing contingent pricing and being forced to charge less is destroying the industry.

These tactics force cheaper equipment, inadequate training and less-qualified agents. It’s the exact thing the insurance companies have done to road service. Road service is not even worth doing, not to mention the most dangerous.

In the last couple of years here in San Antonio, it seems the local constabulary is doing everything possible to ensure a confrontation with the public on the PPI side of the industry and just towing in general. In the city’s zeal to “Protect the public,” they managed to virtually destroy any kind of competitive market and give a monopoly to the very company they tried to put out of business.

I told my wife the other day that everyone wants to look down their noses at the tow operator until they’re stranded on the side of a road or trying to get their collateral back. It’s like everyone wants what they can’t have and aren’t willing to pay for. They want the best for nothing and the right to complain about everything. Let them spend a day in this country without us and see what happens.

Scot Johnson

Thanks for Baltimore, TIW To The Editor, I own and operate Waffco HD Towing & Recovery with my wife, Patty. We were able to make time this year to come to the 25th extravaganza that is called “Baltimore.” This was our first (yes, first) time coming to this show and I must say this was the most fun I’ve had with my clothes on in a long time. … Your hard-working team are to be congratulated and saluted! The inside layout of the show was user-friendly, well lit, clean and, above all, FULL of things to see and touch and great vendors/manufactures to speak to.

I just wanted to send a quick note to say “Thank you” for making a great quick few days get-a-away for the “Tow boss” who as you know is on it 24/7/365. We look forward to being a participant in this great show for the next 25 years hopefully.

Also a big thank you to Jim Sorrenti for the article in American Towman digital edition about Waffco and the coil we recovered. My guys Brandon and Jimmy and any team member always like seeing their names in print—it makes all that hard work and sleepless nights kind of seem OK. Kevin Farthing Lake Station, Ind. Number 186 on Reader Card

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Video Captures Lot Break In A man who apparently badly wanted his towed car back in New Orleans is now being sought after police said he broke into a tow yard, damaged another vehicle and then took off in the towed car.

According to police, a red Nissan Sentra was towed in the early morning hours. Then, later that morning, a man arrived at the tow yard and video shows him jumping the fence.

A second video shows the man using another car from the lot to smash the gate open.

Once the gate was knocked down, the subject got into the Sentra and fled.

Source: www.wwltv.com.

Stertil-Koni Gets Patent Stertil-Koni (stertil-koni.com) was awarded U.S. Patent 8,523,146 B2 for its shallow pit, heavy-duty scissor lift, ECOLIFT. This is the second U.S. patent

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26 • December 2013 - TOWMAN.COM

awarded to ECOLIFT and cites its unique method of lifting. The first patent covered the combination of the scissor mechanism, carriage, cover and other parts.

In other news, the company also named Brian Marshia as Technical Support Manager. Marshia is also a licensed Master Electrician and has substantial background in customer support, training, trouble shooting and knowledge transfer with other field technicians.

Kalyn Siebert Adds Financing Options De Lage Landen Financial Services recently partnered with heavy-duty trailer manufacturer Kalyn Siebert (kalyntx.com). The partnership expands De Lage Landen’s presence in the transportation sector and complements Kalyn Siebert’s equipment offerings and services.

Emergency Training Opens Eyes Multiple towing companies teamed up with local fire departments and EMS in Harrison County, W.V., to work on simulations recently.

Nicholson’s Auto and Doug’s Towing sponsored the event with 911 officials, EMS, and police and fire officials.

They demonstrated different types of recovery after accidents as well as the new state of the art equipment they use. Firefighters spoke on the importance of planning for the unknown.

It was important “for us to intermingle and work together so that I know what their responsibilities are and they know what our responsibilities are so that when we get out on the scene we already know ahead of time what each other needs to do,” said one fire chief.

“These guys that operate these tow companies are really like our first responders. Getting out to a crash scene or even a broken-down vehicle

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scene quickly and efficiently protects our other first responders like our police officers and our emergency personnel who are stuck at the crash sight until everything gets cleared away,” said a county commissioner. Source: www.wdtv.com.

Mitchell 1 Maintenance Help In a recent Shop Connection Blog post from Mitchell 1, the Commercial Vehicle Group offers tips on how to determine if Diesel Exhaust Fluid has been contaminated with common vehicle fluids. It’s a quick tip, but valuable because contaminated DEF can damage system components.

Service tips like this, as well as product navigation highlights, will be found in the Shop Connection Blog, Mitchell 1’s newest communication tool offering solutions for truck operators and maintenance personnel. In the blog at mitchell1.com/shopconnection/category/truck, they will regu-

larly share useful “Did You Know” maintenance information as well as “Tips and Tricks.”

signs at area parks to warn motorists that cars parked after hours will be removed.

Source: www.dispatch.com.

Park Visitors Risk Tows

Safety Footwear Tips

Columbus, Ohio, is putting people who enter city parks after hours on notice: Your car will be towed.

Officials said the city will focus on areas where residents have complained of illegal drug activity and possible sexual misconduct at city parks.

“No one has a reason to be in the park after it closes, and we want to make sure people are adhering to the park hours,” an official said.

Most of the city parks close at sunset or 11 p.m.

Columbus will contract with ProTow, one of the companies that earlier this year secured the city’s $2.3 million-ayear towing contract to remove vehicles from meters and no-parking zones.

There will be no cost to the city for the parks contract because the charge will be paid by the offender. Pro-Tow will install

KEEN Utility recently shared some shopping prep to do before purchasing safety footwear to help your boots walk the extra mile.

Simple shopping tips include: • Shop for boots in the afternoon or early evening as feet tend to swell throughout the day.

• Bring a typical pair of socks that you might wear on the job.

• While protection is paramount, comfort is king. Do your homework and try on several pairs until you find your own perfect fit.

• Aftercare for your footwear provides a longer life for your boots. Treat leather with mink oil or leather treatments to keep materials supple and resistant to water. Store boots in a clean, dry place to reduce odors and preserve the leather.

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by Jim “Buck” Sorrenti

O

n April 2, 2010, Mike’s Towing and Recovery in Bridgewater, N.J., was called to Central Jersey Airport in Manville to recover a small single-engine airplane which had crash-landed.

Mike’s dispatched a 2004 Peterbilt with a Century 9055 55ton hydraulic wrecker, a 2001 Peterbilt 379 tandem-axle tractor with a 2004 Landoll 660 48’ sliding-axle trailer, a 2000 Peterbilt 330 tandem-axle tractor with an NRC heavy-duty flatbed, and a 1996 GMC Top Kick recovery truck. On-scene were Rich Weinreich, Mike Kelly, Arnold Pirozzi and company president Mike Sena, all WreckMaster 4/5 operators.

“Upon arrival at the scene, I found a 1979 single-engine Piper airplane, on the roadway on Canal Road, which had gone through and taken down utility lines as well as a utility pole,” Sena said. “The tail-shaft section of the airplane had broken and was partially separated from the main section of the plane. Emergency and FAA personnel and officials were on-scene, as well as personnel from the Central Jersey Airport.”

Picking Up a Plane in Two Pieces Goes ‘Picture Perfect’

Mike’s Towing and Recovery arrives on scene to recover the crashed plane, which is split in half.

Crash Landing in New Jersey The crew separates the tail section for loading.

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TOWMAN.COM - December 2013 • 29

Rigging the main section for the lift with their 2004 Peterbilt 379/2004 Century 9055.

The airplane is lifted approximately 5’ off the ground awaiting the Landoll.

The downed utility lines, and the broken utility pole were secured by the utility company and posed no hazard for the recovery and removal of the aircraft.

Upon conferring with the FAA and other officials, they wanted the aircraft recovered in two sections, the main section and tail-shaft.

The remaining fuel in the tanks needed to be removed and measured and the data recorder (black box) recovered before they would allow the recovery operators to proceed under FAA supervision.

“Working together with FAA officials, I removed the fuel caps on each of the fuel tanks on the plane and the fuel was carefully measured upon removal to determine exactly how 30 • December 2013 - TOWMAN.COM

much fuel was in the tank before the plane crashed,” Sena said.

Once the fuel from each of the two tanks was removed, they carefully separated the damaged tail section from the airplane. After the tail section was disconnected, it was loaded and carefully secured onto the NRC medium-duty flatbed.

“After the tail section was removed, we backed up the 9055 to the main section of the plane, and, under the direction of the FAA and airport officials, two 12-inch recovery straps were placed underneath the aircraft on each side of each wing, each end of the strap was rigged with a shackle and attached to each of the 3/4-inch lines of the 9055,” Sena said.

With the rigging completed and doublechecked, the aircraft was carefully lifted approximately 5’ off the ground. The 2001 Peterbilt tractor and Landoll trailer were backed under the raised aircraft, the winch lines on the 9055 were lowered, and the plane was set down on the deck of the Landoll trailer, where it was then carefully strapped down and secured.

Once both sections were secure, the remainder of the site was swept clean of debris, minor oil spills on the roadway were cleaned up, and other equipment was packed.

Upon conferring with the FAA and other officials, they wanted the aircraft recovered in two sections, the main section and tail-shaft.

TOWMAN.COM - December 2013 • 31

The main section is secured to the deck of the Landoll trailer and ready for transport.

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The site is swept clean of debris and minor oil spills on the roadway are cleaned up.

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“After the FAA and airport officials gave the ‘OK,’ both pieces of the aircraft were transported back to Central Jersey Airport. Upon arrival at Central Jersey Airport, the tail shaft was unloaded near the hanger area, and the main section of the aircraft was re-rigged with the 12-inch recovery straps, and offloaded utilizing our 9055, and carefully placed on the ground near the hangar area to a place directed by the airport and FAA officials,” Sena said.

Recovery time from dispatch to completion was just under five hours.

“With cooperation and assistance from the FAA and airport officials, along with my recovery team’s knowledge and experience in this type of recovery, the job went Picture Perfect,” Sena said.

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

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PRODUCT ATEWAY G

2014

Check out what these participating suppliers have to offer in the coming year.

Advertorial section includes participating advertisers from this issue.

Access Tools The revolutionary Spare Tire Kit from Access Tools is a Multi-Piece Socket-Based system that allows for quick and easy spare tire removal during an emergency service.

800-323-8324 www.AccessToolsUSA.com

AmeriDeck Hydraulic Loading Sys. Agero Agero has officially launched the next generation of their Roadside Connect™ mobile app. Accept or refuse dispatches right from your smartphone, view real-time driver location, and much more.

781-306-3759 www.Agerosupport.com

Auto Data Direct Find the vehicle information you need with a National Title Pointer and real-time DMV123 state search from Auto Data Direct.

866-923-3123 www.ADD123.com

38 • December 2013 - TOWMAN.COM

American Safety & Supply, Inc. We carry Bomber Jackets, Vests, Hooded Sweatshirts, T-Shirts, Pants, Hats and Gloves. We can put your company name on most garments.

800-472-3892 www.americansafetysupply.com

1 Person operation, fast, safe, pushbutton operation, load 2,500 lbs. from ground level, load 2 bikes, a trike, a Can Am, or a chopper.

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B/A Products

Custer Products

B/A's Products' most recent addition is the Balldog Plus multiple use hitch attachment device with Twist Lock™ technology. Available exclusively through B/A Products distributors worldwide.

800-327-3301 www.baprod.com

Providing the highest quality tow lights in the industry today.

800-490-3158 www.liteitwireless.com

Dynamic Towing & Eq. Mfg. 25˚Negative & Power Tilt, Twin Boom Lift Cylinders, 5500lb Self Loading Wheel Lift, Hose Retraction System, Bronze Bushings, 85" Reach, (2) Rear Tailboard "Mounted" Recovery Anchors, Reese “Hitch” Receiver, Available In 3 models.

800-831-9299 www.dynamictow.com

East Penn Truck Equipment Eartec The latest innovation in Eartec's line of wireless intercoms is COMSTAR, a multistation system that allows up to eight people to communicate simultaneously in full duplex.

800-399-5994 www.eartec.com

East Penn Truck Equipment is a full line Miller Industries dealer with two locations in PA to serve your needs.

610-694-9234 www.eastpenntrucks.com

I Tow In Elizabeth Truck Center After towing and selling trucks for more than two decades, Jim Powers knows what it takes to build YOU the best truck for your needs.

908-355-8800 ext. 24 www.elizabethtruckcenter.com/ towsales

Jerr-Dan Corporation Jerr-Dan's new 20' XLP is now available for Ford F550 and Dodge 5500 chassis without the need to invest in costly chassis modifications.

240-420-8781 www.jerrdan.com

ITI Control Arm Skate turns a dreaded job into a professional, profitable one with its one piece design that protects the vehicle and your equipment.

800-979-8697 www.skateiti.com

Insurance Auto Auctions (IAA) Abandoned vehicles cost you money.

We turn them into cash. From title procurement to quick and easy payment, IAA is the answer.

888-825-2145 www.IAAI.com

Landoll Corporation Model 855 is a 55 Ton non-ground bearing detachable with three or four axles. Loaded deck heights down to 17 ¾” and deck lengths up to 32’.

800-428-5655 www.landoll.com

Lodar Lodar now offers a built in keypad for the standard 15 amp FET receiver.

Use the keypad as a back up in the event of a lost transmitter.

888-685-6327 www.lodarusa.com

TOWMAN.COM - December 2013 • 39

Matheny Motors America’s Rotator Capital Century 1140 and 1060 Rotators in Stock and Ready to Roll!

1-866-499-9216 www.mathenymotors.com

Miller Industries Matjack Matjack's new handheld toggle switch control is both economical and revolutionary in design with its simple up/down finely tuned operation.

800-827-3755 www.matjack.com

New England Truckmaster

Phoenix USA, Inc.

You get it all—the right price, a service department that knows how to take care of you, a parts department with everything you need to get you going, and attention to detail when building your custom small wrecker, carrier, or heavy-duty.

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Black powder coated galvanized body toolbox available in 36” (SGPTSD36) and 48” (SGPTSD48) widths. 1000 hours tested, the galvanized coating is calcium chloride corrosion resistant.

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Ramsey Winch

“Blessed with the new headsets.

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800-833-4558 Ext. 105 www.soneticscorp.com/towing

Fast. Efficient. Compact. 150 lbs. lighter than competition, the new Ramsey HDP 35 delivers heavyweight power in a sleek lightweight frame. Trust the brand towers’ have relied on for nearly 70 years.

800-777-2760 www.ramsey.com 40 • December 2013 - TOWMAN.COM

Century will introduce a new LCG™ 30 Series Carrier with features that include a 10,000 lb. Underlift, 20,000 lb. Planetary winch with radio remote and a 30,000 lb. deck capacity in a low profile design.

800-292-0330 www.millerind.com

Pierce Sales Need More Light? Control the Pierce Wireless HID spotlight 200 feet away with the FCC approved wireless remote.

Only $175. LED also available.

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Sonetics TowMate TowMate has revolutionized recovery lighting with their new smart phone app that allows monitoring of wireless tow lights and total control of your trucks' lighting.

(800) 680-4455 www.towmate.com

Worldwide Equipment Sales, LLC

Zacklift International

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Zacklift engineers underlifts to 40,000 lbs. and 147 ”. Complete the package with winch, tool boxes and stifflegs. Plumbed, wired, and ready for the road.

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Zendex Tool Corporation Gator™ pneumatic jacks: Model 2117 lowered 2 3/4” raises to 17”, lifts 2,100 lbs.; Model 3621 lowered 3 3/4” raises to 21”; lifts 3,600 lbs.

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TOWMAN.COM - December 2013 • 41

New Location!

Exhibits at the South Point Convention Hall

The

Optimism of

Towers What’s Your Plan for 2014?

W

hen I sat down to write an article about what’s changed in the towing industry, both good and bad, during 2013 and what factors I believe will affect change for the new year to come, I’ll admit I had a hard time thinking of anything positive. Personally, I’ve had a tough year.

But to be sure it wasn’t just me and the decisions I’ve made and the cutthroat competition I contend with every day— before I went any further—I decided to do a little digging.

What I found was a 2008 Industry Overview by Profile America. Their report showed that the towing industry generated around $10 billion in annual sales in 2008. In their most recent report, annual sales have dropped to $5 billion.

That’s a loss of 50 percent in four years. It was a sort of good news for me, in that my own business isn’t the only one hurting, but obviously it is troubling industry news overall.

To be fair they did temper the results by saying figures can be skewed “due to the highly fragmented nature of the business.” … But skewed by 50 percent?

Their numbers showed that U.S. annual household spending on towing services was $88.50 in 2008, but just $43.86 in the most recent study.

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If you’ve been in the business for any time at all, you don’t need these numbers to tell the real story, you’ve got your own … you’re living with them every day.

Optimists Club All business owners who rely on employees to be successful know it’s important to ensure that those employees prosper so they’ll stick around. But when you’re in an industry that produces disturbing numbers as mentioned above, it’s plain to see that something’s gotta give.

There’s a graph at a national salary comparison website that shows what that something was: employee wages. It showed that the average tower salaries for job postings nationwide are 61 percent lower than average salaries for all job postings nationwide. The graph also shows that the national salary trend for tower wages dropped like a rock around March 2012, and they are hovering around $24,000 annually to date.

It’s plain to see that over the last few years, many towers have seen the demand for services and the salaries of the professionals who provide those services decrease as they scramble to keep it all together.

So what keeps us going?

The worn-out maxim, often used to describe our chosen vocation, “It’s feast

by Don Archer

or famine.” We say this to reassure ourselves that tomorrow will be a better day because towers are optimists.

We must be, if not, we would’ve given up when diesel hit $5 a gallon in 2008. We would have given up when the accident call, 50 feet from our front gate, went to the low-ball competitor across town. If we weren’t so damn optimistic we would have thrown in the towel long ago when increasing numbers of commercial accounts started using motor clubs for their towing needs.

But we didn’t throw in the towel we kept forging ahead. This optimism is based on the hope that one day things will turn around for us. We believe that if we stick in there and continue to sacrifice and “give back,” then our turn will come.

But are we truly optimistic, or do we remain out of a naïve sense of duty, hoping that we’ll be recognized for our good works one day?

Believing that we’ll be honored with accolades for providing help in times of need … clearing the roadways after an accident … rescuing stranded motorists in the middle of the night … easing a mother’s fears after she’s locked her child in the car. Doing what we do every day. If not for the services we provide, millions of motorists throughout the

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nation would go without. Is this what keeps us going?

If so, does our sense of duty require us to merely subsist while being illtreated from all quarters? Is it our sense of duty to a traveling public who have no knowledge of the value of a dollar and despise us for charging market rates? Are we duty-bound to the motor clubs to whom we obviously owe our “thriving” businesses? Maybe it’s the cities to which we’ve provided our services, without fail, over the last half century or longer (the same cities that look to get their piece of our pie to shore up funding). Could these be the reasons we get up every morning and wait for the phone to ring?

Employees If our lingering in vain isn’t due to an obligation to unappreciative customers, cities and motor-clubs then who or what are we working for? The answer must be that we feel an obligation to the people who get out of bed in the middle of the night—those who unlock the

cars, who work the accidents, who change the tires—our employees.

These people need jobs. Without jobs they wouldn’t be able to feed their families.

What other noble cause will afford you as much adoration? It sounds like a common enough mantra: sacrifice yourself, your goals, your ambition to the greater good, and that of your employees’ well-being, and the world will love you. Right up until you ask for more money.

But your employees didn’t just spring from the ground into their current positions. You recruited, hired and trained them to do a job that you created. Do you remember the goal? Wasn’t it to recoup your investment plus enough to cover your overhead and a little profit for yourself? Do you remember when they were a means to an end?

Ahh, but that sounds cruel and unusual.

As much as you may admire and respect them, they were hired to do a

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job and that job was to provide services and the payment for those services must provide a spread that includes profit. It must be a win/win situation or those jobs will cease to exist altogether—sending you looking for one yourself.

Maybe it’s an obligation of another sort; if not for employees could it be that we continue this seemingly futile quest due to our indebtedness to the banks?

A few years back when things were going great, we all fell for the allure of cheap money and expected to gain mad returns by investing in assets that were destined to go down in value. We bought trucks hoping, with the rest of the world, that doing so would turn things around. We hoped that we’d make enough money to send the payments, save some money back and trade those trucks in—with a little cash—and do it all over again.

But as we’ve seen profits shrink, and

continue to page 48

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THE OPTIMISM OF TOWERS continued from page 46 trade-ins plummet, there’s little motivation to go further into debt. So we hold on, sometimes robbing Peter to pay Paul.

But we hold on.

Again the original intent behind borrowing money was to ensure that there’s a spread after you’ve made the payment.

We didn’t borrow to go to Vegas (maybe some of us did), but we borrowed to make more money. Just like hiring employees, borrowing was a means to an end. We believed that making these decisions would bring us closer to our goal because we believed there was still money to be made.

So the answer to the original question, “What keeps us going?,” truly is optimism. We do what we do (or did what we did) and hold on to worn-out ideas because we genuinely believe that things will get better.

When? Do we really have that kind of time?

Like a double amputee who rejects the fact that his legs aren’t coming back, we refuse to make the right/hard deci-

sions because of the belief that good times are just around the corner. We rationalize that things could pick back up at any time.

Action Plan But optimism alone won’t do.

You’ve got to have a plan and take action.

First we’ve got to accept the fact that there are no angels looking to buy struggling businesses and there is no government solution (an oxymoron in itself) aimed at bailing us out. We’ve got to do it ourselves and move forward to where the opportunities lie.

As more and more tow bosses realize that they cannot continue their current course and must make the decision to stay in or get out, those that do stay will be forced to make some changes.

Changes like deciding who to work for, how to compensate their drivers, how to differentiate themselves from their competitors and add value for their customers. I believe the change will be

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good, but it won’t come without a price.

We fear change and one fear we have as tow bosses is that when you start tinkering with driver compensation to reflect work performed, you risk losing key people and productivity. Doing this for just a short period of time will lose business. Although this must be taken into account, we shouldn’t let it stop us.

Consider the alternatives if you do nothing: a slow painful death.

How will city governments react when the most competent towing companies decide to opt-out when required to provide services at unsustainable rates in order to participate? Will they go the way some of the larger cities have gone, choosing to add a towing department to city government when private towers withdraw?

Towers won’t be leaving out of spite or even voluntarily, but out of a sense of pragmatism.

No, towers want to do a good job. We

continue to page 51

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THE OPTIMISM OF TOWERS continued from page 48 want to ride in on the white horse and save the day. We love our jobs. But when forced to work with tighter budgets while city government does not—forced to accept less while being expected to pay more for taxes, fuel, insurance and wages—we cannot possibly continue as before. Again, something’s gotta give.

If they continue their current course, cities must be prepared to accept that doing so will negatively affect the quality of services they receive. To be sure though, towers aren’t the only ones with a dog in the fight.

It’s highly probable that in closed meetings as you’re reading this, insurance lobbyists are bending the ears of city officials. Using laser pointers and wall charts, they’ll show with actuarial science how controlling the costs of accident towing will lower insurance rates for all concerned.

Imagine the scene plays out in one city meeting: An enlightened councilman attempts to break through the smoke and mirrors and asks: “What about the qual-

ity of service; won’t towers get out when required to work for less? What about traffic congestion and increased secondary accidents; what happens when there’s no one to clear the roads?”

“Ahh, therein lies the beauty of it all,” says the lobbyist.

He then lays out a contingency plan, orchestrating a self-fulfilling prophecy that will enable the city to add towing to its list of services, allowing government to get more of what it always desires … taxes.

“You see if rate controls fail, if services suffer and if traffic congestion becomes an issue,” says the lobbyist, “you’ll have no problem persuading the general public to rally around the notion of weaving towing into city services. You’ll still come out on top.”

Conspiratorial? Maybe.

Unprecedented? Hardly.

Although the picture may be bleak I still believe there’s hope, but it’s not in persuading government to decrease its scope.

I believe that opportunities for growth in 2014 and beyond will shift from motor clubs and city governments to seeking new revenue sources in the private sector. As the economy begins to recover and people have more money in their pockets, they will grow weary waiting in line for motor clubs and government-doled services. Placing a higher value on their time, they’ll choose to use towing companies who provide quickresponse and the highest-quality customer service.

Also as things do start to get better and more motor clubs begin to see the writing on the wall, I believe they’ll come around and start thinking win/win and work profit for employers into their business/payment models. Cities … I’m not so sure. Once services are entrenched, and they become an additional source of revenue, very rarely are they pried free.

Editir’s note: Don Archer lives and works in Jefferson City, Mo., where he and his wife, Brenda, own and operate Broadway Wrecker, a 12-truck operation that’s been in business since the 1950s. Email him at don@broadwaywrecker.com

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TOWMAN.COM - December 2013 • 51

oon Time!

T

The Colorful Side of Towing

by George L. Nitti

T

here’s a trend amongst tow companies to decorate trucks with cartoon characters as one way to fill up empty space … especially those heavy-duty trucks in need of interesting and colorful graphics on a large “canvas.”

In a serious business, with towers carrying the weight of stressed motorists, the colorful spectrum of car-

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toons provides relief, defines image and serves as important symbols.

Mike’s Wrecker Service in Vero Beach, Fla., has one of the funnier trucks you will find, filled with colorful cartoon characters. Patty Jaholkowski, 27, has been riding in tow trucks with her father Mike since she was two, and created the artwork on their truck. Taking up an airbrush,

she painted the exterior of their Ford 2006 F-350/Century wrecker with characters from the “Madagascar” films.

“Getting older I still want to live as a kid,” she said. “I put myself in the kids’ shoes. Do they want to have fun or look at a plain old truck?”

On the truck are at least 15 characters from the film, including the color-

ful afro-headed Marty the Zebra holding an American flag on the hood of the truck along with an animated elephant, lion and pelican.

On the truck you will also find lemurs, monkeys, bears and scuba divers alongside words like “Circus,” “Life ” and the names of Mike’s six grandchildren.

The company name is highlighted with colorful lettering reminiscent of the circus. The truck appeals to older folks because “it’s easier for them to remember the truck than it is for them to remem-

A mural homage to Shrek pays tribute to a fallen operator at HJ Towing in Pennsylvania.

Characters from the "Madagascar" films adorn one of the light-duty wreckers at Mike's Wrecking Service in Florida, including the main characters in scuba gear above the wheel lift (facing page), the popular penguins on the boom (above), and the full circus treatment on the hood (below).

TOWMAN.COM - December 2013 • 53

Thor in his Marvel guise is a symbol of strength on one of the rotators for Robert Young Auto in Virginia,

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For Quality Towing in New York, Disney characters are reminder of teamwork and excellence.

ber the name of our company,” said Patty.

The toons aren’t always about fun. HJ Towing and Recovery in Carlisle, Pa., has a 1994 Peterbilt/30ton Century truck called “Shrek” in honor of a fallen employee.

A customized mural painting depicts a scene from the movie and include the namesake ogre, the talkative Donkey and the swashbuckling Puss n’ Boots standing in the desert. Over the mural is a memoriam to one of HJ’s employees, Andy Smith, who was 23 when he lost his

life in the line of duty.

“A driver failed to heed the Move Over law,” owner Heidi Jo Richcreek said. “We put his name on the truck because ‘Shrek’ was his favorite. Now he’s running God’s wrecker.”

Cartoons cover other trucks in their fleet, including Bugs Bunny, Elmer Fudd, Sponge Bob, the Tasmanian Devil and others.

Lots of towers see the bright colors and zany antics of cartoons as a great way to get noticed. At Dom’s Towing in Spring Valley, N.Y., sev-

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Speedy Gonzalez would be one of the fastest riggers towing has seen.

He works alongside some other Looney Tunes on the wreckers at Dom's Towing in New York

eral trucks have cartoons on them, including Tweety Bird, Sylvester, and Speedy Gonzalez.

“My trucks are the biggest form of advertising that I do. On our newest heavy-duty, I spent $3,000 to get it lettered,” said owner Eddie Zachary.

For Quality Towing in New Windsor, N.Y., the Disney characters on their trucks are a result of inspiration from the animator himself.

“The Disney cartoons on our trucks are no accident,” said owner Michael Bigg Jr. “When I went to Disneyland some time ago, I was inspired by Disney’s legacy and the Number 153 on Reader Card

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company commitment to excellence and quality. I wanted my company to operate with that same commitment and dedication. And at the heart of this is teamwork. We are nothing without it.”

At Robert Young’s Auto and Truck in Roanoke, Va., Marvel’s “Thor” along a rotator’s flanks underscores the power of the truck. Young’s Kenworth T-800/NRC 60/80 rotator proudly displays the Nordic god wearing a red cape and battle garments raising his pulverizing hammer.

Manager Chris Davis said his 6year old son suggested Thor “because he is big and strong,” like the truck, which is among the biggest in the industry. Because the truck is minimally decorated, Thor stands outs, as do the bolts of lightning and his hammer.

Cartoons lighten a serious load, help define companies and equipment and symbolize the best aspects of towing and recovery. The industry is better for incorporating the colorful spectrum in its palette.

Editor’s note: Many of these trucks have been featured previously on TowIndustryWeek.com. Share your trucks’ awesome paint and graphics’ schemes by emailing AT’s editor at bdooley@towman.com.

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2014 Looks Much the Same

by Mark Lacek

I

received my normal monthly email from the editor reminding me my column was late and to get off my butt and send it in. He mentioned—this being the December issue—it might be a good idea to write a sort of recap of 2013 and include some insight into the New Year.

As if it has not been difficult enough to turn a profit over the past few years, the idiots in Washington have found a way to make it more difficult for us to make a living. Yeah, I said the idiots in Washington. You know all the elected officials who seem to have nothing better to do than search for more ways to pick our pockets.

In the credit and collection industry, the Consumer Financial Protection Bureau has made rules protecting consumers from fraud and unscrupulous acts from collectors. Part of the CFPB’s mission statement says: “Above all, this means ensuring that consumers get the information they need to make the financial decisions they believe are best for themselves and their families—that prices are clear up front, that risks are visible, and that nothing is buried in fine print. The CFPB works to prevent fraudulent, deceptive and unfair business practices in the marketplace.”

There are hundreds of new rules per CFPB that must be followed to protect 60 • December 2013 - TOWMAN.COM

the consumer. Rules like making sure there is a paper shredder next to the printer or fax machine, or being careful the computer monitor is not facing a direction where non-collection staff can accidentally view personal credit information. You think I’m kidding? I really wish it was a joke, but it isn’t. I cannot call a debtor and ask them to turn in the collateral without the fear of being subject to a CFPB-imposed fine because I failed to say “please” in the right language … geez.

For some reason, the U.S. government has decided on its own that we all need a babysitter called the CFPB to make sure we don’t make bad decisions. (Like we need the Federal Government to help us manage our lives and our money.) But, hold on, don’t we already have a babysitter in the Federal Trade Commission? The FTC mission statement includes, “The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace.” Isn’t that the same mission the CFPB is on?

So what happened in 2013 is not much different than what has happened since 2008 when elected officials have worked feverishly to insist the taxpayers pay more because of overspending in government.

In the repossession industry, there are some groups who will insist you become compliant with the new CFPB

rules. They will tell you how you must pay them a fee to come to your office and inspect your operation. These are the same groups who are selling the same story to the lending community claiming they must only use CFPB compliant repossession agencies. It seems they have us by the short hairs. I cannot tell you it’s bull, I wish I could. Although its unfair, it is a look into the future at what is coming down the road. It is likely that another redundant government agency will cause us to become less profitable.

It seems to me these agencies protect the lazy, nonworking leeches in our society who are nothing more than burdens on the hardworking men and women of America. I’m getting more and more tired of working twice as hard and seemingly bringing in only half as much.

I could just come out and say Merry Christmas, Happy Holidays and have a Happy New Year. The truth is, we are in the towing and repossession industry.

We will more than likely be working hard as ever through December and all of its holidays. We will go to work early and come home late, like every other day of the year. We will be out clearing accident scenes, towing broken-down cars and trucks or repossessing assets from those who have failed to make their required monthly payments. It is sad to say, many of those enjoying a pleasant evening at home are the

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TOWMAN.COM - December 2013 • 61

leeches while we are out cleaning up the mess.

So, time to stop focusing on the negatives. I will end 2013 with comedic “repo” takes of some Christmas classics. First, “’Twas the Night Before Christmas”: ’Twas the night before Christmas, and out on the street, Not a sound could be heard under the repo man’s feet.

The unit was hidden in the backyard with care, With hopes that the bank wouldn’t know it was there.

The debtors were nestled all snug in their beds,

While visions of driving still danced in their heads.

When up in the house there arose such a clatter, The Driver had never seen a debtor any madder.

Away to the truck he flew like a flash, To hook up the car and to make a mad dash.

He pulled out of the driveway and didn’t get far, Before they noticed and screamed, “He’s taking our car!”

“It’s too late to pay now, it’s coming with me, Contact the bank, and they will give you the fee.”

To the end of the street, to the auction we go, With personal property and a brand new stereo.

The Driver laughed when the debtor ran out in the street, In pajama bottoms, shirtless, and no shoes on his feet.

Running out in the night, proclaiming his plight, Screaming four-letter words that were not so polite.

The debtor heard the driver say as he drove out of sight, “You can redeem it tomorrow, but I got it tonight!”

–Courtesy of New Jersey’s Bandit Auto Recovery.

And, to the tune of “Jingle Bells”: Dashing through the streets/Looking for your car/You try to hide it well/We know it can’t be far.

We found your new address/Our agents are so sly/So now just when you least expect/You kiss your car goodbye.

Oh, Repoman, Repoman/It’s too late to pay/Oh what fun it is to nab/Your car on Christmas Day. We have our agents call/To say they have a gift/But when you look outside/You’ll see it on a lift.

Before you can hang up/The tow truck’s on its way/We bet you never did suspect/We’d work on holidays.

Oh, Repossess, Repossess /Now you wished you’d paid/Oh what fun it is to lose/Your car on Christmas Day. Your credit rating’s shot/You cannot buy a car/No one takes your checks/Now you can’t go far.

We know you’re quite upset/Our tactics you dislike/You didn’t pay as you agreed/So now you need a bike.

Oh Repossess, Repossess/We took your car today/Oh what fun it is to ride/The bus on Christmas Day! –Courtesy of online post by “mzrepo.”

Merry Christmas and have a prosperous New Year.

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Author Mark Lacek is a 30-year recovery industry veteran and former editor of Professional Repossessor magazine.

Mark@commercialassetsolutions.com

Bill Johnson Nicholas Testa

Paul Best

David Bigusiak

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Cherry Blossom Century

by Jim “Buck” Sorrenti

S

hinji Uehara, president of Uehara Auto in Yuzawa, Japan, represents the third generation running the family business that his grandfather established in 1931, originally as an auto repair shop. At that time his main work was the repair of the “woody charcoal-powered cars.”

Shinji’s father took over in 1973 and added road service in 1973. As the current president, Shinji has further expanded the business with specialized vehicles including snowplow trucks, snowmobiles for ski sites and more. He now has 36 employees to

64 • December 2013 - TOWMAN.COM

handle his growing diversified business operations.

Shinji has branched out into these markets, because Yuzawa has quite a bit of snow and is an easily accessed www.japan-guide.com/e/e2262.html" ski area. Snow has reached almost 10’ average depths every year. There are approximately 20 resorts in and around Yuzawa; some are near the town center, others are more remote.

Uehara Auto handles the towing and recovery work in all of these areas.

This Cherry Blossom heavy was purpose-built to deal with the extreme

snowfall that the area gets. A 2012 UD Trucks Quon is the chassis for this heavy. UD Trucks, formerly Nissan Diesel Motor Co., designed the heavyduty Quon for improved driving performance, environmental performance and fuel economy. The Uehara crew added rust-proofing under the chassis as extra protection.

UD’s GH11 engine powers this truck. It is a lightweight, high-performance 11-liter engine with a Variable Geometry Turbocharger pushing 405 horsepower. The two-pedal mechanical-computerized ESCOT-V transmis-

sion increases driving performance at low speeds and reduces engine speeds in high gear. It has no clutch pedal and does not require a driver to perform clutch operations from start to stop in forward or backward driving, thus decreasing driver fatigue.

Over the years, Uehara’s wreckers have included a Holmes 1201/DFT200, Holmes 1101/DFT200, Holmes 1625/SD12000, Century 411/F1, Century 211/F1 and a Century 1040S/SDU. For this unit they chose the Century 1140 40-ton rotator for the business end because it is designed for versatility in both towing and recovery. This 1140 is outfitted with dual 35,000-lbs. DP two-speed planetary winches.

This beauty is also equipped with an SDU4 Miller Low Rider, 35,000-lbs. deck-mount winch, four-stage rear

Tech Highlights Chassis: 2012 UD Trucks Quon.

Wrecker: Century 1140 rotator.

Engine: GH11 11-liter.

Trans: 12-speed ESCOT V. Winches: Dual 35,000-lbs.

DP two-speed planetary.

Builder: Uehara Auto.

Extras: 54”-tall side body for heavy snow.

Paint/graphics: Uehara Auto.

outriggers, conventional front outrigger, 54”-tall side body for heavy snow and the XHD tire lift. The Uehara Auto crew mounted the 1140 to the UD chassis in house as well as doing the tasteful paint and cherry blossom graphics.

In Japan, cherry blossoms symbolize clouds due to their nature of blooming en masse, besides being an enduring metaphor for the ephemeral nature of life. The transience of the blossoms—the extreme beauty and quick death—has often been associated with mortality. For this reason, cherry blossoms are richly symbolic and utilized often in Japanese art, manga, anime and film, as well as at musical performances for ambient effect … and now as a unique graphic on a picturesque wrecker.

TOWMAN.COM - December 2013 • 65

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Experience Doesn’t Stop

by Steve Calitri

A

t the Towman 500 Luncheon in Baltimore last month, the oldest tow company represented was established in 1900. That’s at least three generations, maybe four, of towing experience, fathers teaching sons and daughters.

There’s not an older man or woman who hasn’t mused what it would be like to be young again. But given the choice to be young again or be alive with one’s life-experience under the belt, one may not be quick to choose the life of inexperience. You often hear this refrain, “If I only knew then what I know now.”

Many people say they live a fuller life in their older years because they now know how to live. Experience is the gift we earn and use wisely.

The great thing about experience is that it never stops. We never stop experiencing. And that’s one of the lessons experience teaches us. Keep getting more. The more we experience the richer we are.

Being in a third or fourth generation towing business has the benefit of experience being passed down. The younger generation doesn’t have to learn everything the hard way. They can start out learning proven ways that are working and find ways to improve upon them, even change them if necessary. You can bet those of the Towman 500 at the luncheon were swapping stories on how things used to be and how they do them now.

An American Towman Exposition gives all the attendees such a benefit, in fact, its No. 1 resource, the super gathering of experience. And they gather in an atmosphere unlike that at home where competitors are on edge fighting for the same business. In Bal68 • December 2013 - TOWMAN.COM

timore it’s rare to bump into a competitor among the thousands of tow business owners present. They came last month from all 50 states and some 20 countries, as it will be at the American Towman ShowPlace–Las Vegas coming in May of 2014. The point is, tow bosses feel free to express themselves and share their experiences among peers.

I’ve talked to quite a lot of tow bosses over the years, heard about the changes they’ve made in their operations and in their approaches to this challenging trade. Often talking to the younger ones I hear of certain approaches likely to turn into mistaken directions. What can you tell them? They have to learn on their own, or hear it otherwise from a father or grandfather.

Youth is impetuous. A young tow business owner might think things through carefully but does not have the experience to weigh on those thoughts.

Our Towman 500 are the “Yodas” of the towing industry. Smart young tow bosses seek them out and pepper them with questions. They’ll be able to do so in Las Vegas as the Towman 500 will again gather to celebrate at the South Point Hotel, Casino & Convention Center, May 15-17, 2014. Sure, you’ll see a lot of heavy metal on the show floor. But knowing how to use a tow truck to do the job and profit from it … that takes experience, and one thing that experience teaches us is we never stop learning.

Note: The American Towman ShowPlace–Las Vegas takes place during Tow Industry Week, which features five educational conferences and 16 seminars covering various topics on tow-business management and revenue opportunities.

While we had Towman 500 Buckles en route to Baltimore we were running unique footage of an elephant towing a truck through the mud on American Towman TV, Emily Oz reporting. The Buckle design featured an elephant stalking across the number 500, wire rope attached to show it was towing something. The video footage of the elephant at work also ran in the hotel rooms and in the registration lobby of AT Expo.

I was present at the Towman 500 luncheon near the American Wrecker Pageant hall when Emily was calling out the names of the 500 companies that were present. One of them came up to me afterward telling me about the first generation of his company and how it used a bull to tow a piece of machinery.

Looking at the many recovery pictures in American Towman Magazine and on TowIndustryWeek.com, we can see how far “towing” has come.

This was particularly stunning when one walked into the exhibit hall at the recent American Towman Exposition, all the magnificent tow trucks and the booms rising to the ceiling.

Copyright 2013 American Towman Magazine. Characters and stories are fictitious; no resemblance to real life characters is intended.

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

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