Tow Professional - Volume: 5 Issue 4

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TOW PROFESSIONAL Volume 5 • Issue 4 2016

CONTENTS I N D US T RY NEWS OW WI IN NG G& &R REEC CO OV VEER RY Y TTO

www.towprofessional.com

Feature: Dispatch 40| Holly’s Towing Dispatch

6 |Jerr-Dan 8 |Jerr-Dan 10 |VTS Systems 12 |Midwest Tow Show / ITRHFM 14| WTRAA 16|TRAA 18|Alabama Unclaimed / Abandoned

Fuel 4 thought

Tow Industry PRODUCTs: 42| S.M.A.R.T. Rider

20 | Listen and Learn

Insightful talk 22 | Decisions, Decisions, Decisions

Feature: Big Red Towing 26| Western Star Trucks

Feature: Winches 34| Knowing and Using Your Winch

Tow Profiles

44| Morgan Towing & Recovery 48| UPF 52| Monteagle Wrecker Service

Hooked UP 54|TowMate 56|AWDirect 62| RP Consulting

55|TowMate 57| Custer Products

IN EVERY ISSUE 4 | Publisher Letter 58 |Dealers Place 2

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62 | Market Place 64 | Ad Index

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PUBLISHERS TM

Professional Your Resource for Towing & Recovery

PUBLISHER

LETTER

Darian Weaver President & Publisher darian@towprofessional.com Tim Smith V.P. Sales tim@towprofessional.com

Back from the Florida Tow Show

__________________________

PRODUCTION Dana Maxfififfiiefild Creative Director dana@towprofessional.com Jason Kerstiens Proof Editor jason@towprofessional.com __________________________

CONTRIBUTING WRITERS Bill Carson Andy Hagg - Custer Products D.J. Harrington Don Kubly - AW Direct Elizabeth Martineau Dan Messina Jim Sweeney

Like usual we spent early April in Orlando attending the Florida Tow Show.

Mike Seamon did an excellent job pulling everything together and put on an outstanding show. The weather was good and the exhibitors were busy. We got a chance to catch up with customers and readers alike and really appreciate the time each of them spent visiting with us.

There were too many hi-lights to name, but if you haven’t ever made it down for the Florida Tow Show, you should.

In this issue, we have a story about

Morgan’s Towing and their experience with going paperless. We have a story on Big Red Towing, a story on one of the highlights from the Florida show, as well as, a few columns by the usual suspects.

The industry news section is packed about things going on in this market.

While in Orlando we got a chance to get the first reaction about our upcoming trade show next May and the feedback was awesome. We are excited about the number and quality of exhibitors who want to come, the trainers who want to

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Volume 5 • Issue 4 2016 www.towprofessional.com

TM

Professional Your Resource for Towing & Recovery

Executive and Advertising Offices

offer courses, everyone who expressed interests in the sponsorships and the number of association and tow owners who are fired up about coming to the 2017 Southern Tow Expo & Beach Bash.

Already scheduled events include a deep sea fishing tournament, The Beach Bash which is a bonfire keg party on the beach with live music and the Big Blowout at the world famous Florabama where we have rented out most of the place to have a big throw down. There will be stuff to eat, drink, see and dance

to. You are invited so come on down to Orange Beach, Al May 4-6 2017.

Keep reading and stay safe,

Timothy A Smith Vice President Tow Professional Magazine

2007 Old Montgomery Hwy, Suite B Birmingham, AL 35244 Toll free: 888-802-8544 Fax: 205-978-1550 www.towprofessional.com Tow Professional is published nine times a year by Over The Mountain Media, Inc., P.O. Box 26308, Birmingham, Alabama, 35260, USA. Tow Professional is distributed free to qualified subscribers. Non-qualified subscription rates are $57.00 per year in the U.S. and Canada and $84.00 per year for foreign subscribers (surface mail). U.S. Postage paid at Birmingham, Alabama and additional mailing offices.

Tow Professional is distributed to qualified Towing & Recovery's Top Decision Makers. Publisher is not liable for all content (including editorial and illustrations provided by advertisers) of advertisements published and does not accept responsibility for any claims made against the publisher. It is the advertiser’s or agency’s responsibility to obtain appropriate releases on any item or individuals pictured in an advertisement. Reproduction of this magazine in whole or in part is prohibited without prior written permission from the publisher.

For a new free subscription, address changes or corrections, please visit www.towprofessional.com and click on the “subscribe” tab.

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Where We Are Today

Who builds the towing equipment you use? If your equipment is manufactured at “The Center of Excellence” located on “Success Drive,” then your towing equipment is built by the largest single line manufacturer in North America, Jerr-Dan Corporation. The address of the Jerr-Dan manufacturing plant is certainly fitting for a company whose products and services are sold in various countries around the globe. It’s no secret that those at Jerr-Dan attribute much of their company’s success to their customer base. However, it’s clear that their excellent staff has also played a role in bringing their company to the forefront of the towing industry, and it’s our pleasure to tell you about a few of these instrumental individuals.

Product Development Jeffrey Soldner, Sr. Director of Product Management, can be found at the head of many of Jerr-Dan’s engineering endeavors. Soldner is the first person to hold this newly created title, and one of his primary job responsibilities is the organization and planning of new product development. Soldner has been an 6

employee of Oshkosh Corporation since 1990 and primarily worked with Defense products until coming to Jerr-Dan in 2012 as a Product Director. He and his team work to create innovative ideas for the Jerr-Dan engineers to develop. “The voice of the customer is very important to our development process, and we utilize input from customers all across the country,” says Soldner, who has overseen the creation of many patented Jerr-Dan products including R.A.I.L. Lighting, the dual manual free spool, and the Tow Performance Calculator (now on the JerrDan website).

“We want our customers to be able to perform tasks in their unique application as efficiently and safely as possible,” says Soldner, “we place emphasis on innovation, but also quality. This has led to happier distributors and improved customer satisfaction.” Jerr-Dan is a company that isn’t afraid to invest in making improvements to its products. Recently, the company has made changes to its paint line and processes, and now focuses more on component prep, paint quality, and durability.

An example of continuous improvement in

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Jerr-Dan products was the release of the JFB (Jerr-Dan Fire-Service Body) Silver and Gold Series bodies available on Jerr-Dan’s 50/60 Ton Rotator. The creation of the polypropylene co-polymer constructed body was motivated by the voice of the customer and provides increased onscene performance and functionality. It is weather-tight, low maintenance, and high impact resistant. Soldner has also played a large part in the release of the company’s S.U.R.E. (Suburban Urban Rural Equipment) Method, a method designed to help those looking to purchase a JerrDan product to select the best equipment for their specific environment and day-today towing tasks.

Customer Solutions The start of 2016 has certainly been an exciting time for those working in JerrDan’s customer service department, now called Tow Support, headed by Director of Aftermarket, Mike VanAken. His department’s recent launch of the “Tow Support” program shows that Jerr-Dan is continuously striving to come up with new ways to better serve their customers.

“The most important thing about Tow Support, in my eyes, is that we understand that it is our job to get the customer back up and running as soon as possible.

By working together with our distributors, we can greatly minimize downtime for our customers,” says VanAken, whose department has seen an exponential increase in parts sales over the last five years since he joined the Jerr-Dan team in 2011. Before coming to Jerr-Dan, VanAken was a Territory Manager for both a Caterpillar Dealership and a John Deere Dealership.

As part of the Tow Support launch, and for the first time in the towing and recovery industry, Jerr-Dan has hired two District Service Managers to support our customers nationwide. Later in 2016, the department will also be releasing a CONTINUED ON PAGE 8

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I N D US T RY NEWS OW WI IN NG G& &R REEC CO OV VEER RY Y TTO

redesigned version of “Jerr-Dan University,” which is a program designed to teach product and parts knowledge to employees and distributor staff. “In JerrDan parts, we are continuously striving to offer new options for those in the towing industry,” says VanAken, “It’s great to see our efforts pay off through the launch of such an innovative program.”

Sales and Marketing “There really is no ‘I’ in what we are doing here. It is a complete team effort— we have the seasoned team members and the new team members working as one to better serve our customers,” says Sr. Director of Sales and Marketing, Jeffrey Irr. Prior to joining the Jerr-Dan ranks two years ago, Irr spent eleven years with Volvo Truck North America, where he held several field positions and managed sales at Volvo REMAN and REMACK (Mack Truck REMAN brand). Irr

says that for the last two years, his team’s main focus has been strengthening the Jerr-Dan distributor network. “We had to shift our focus to building a great field team, with the right personnel, that allows our distributor network to be flexible and competitive. They need to have the ability to say ‘yes’ to a customer, and it feels great to know that we can fulfill the promises we are making,” says Irr. Irr and his team have also been working tirelessly to help the company become more involved in the towing industry. Since stepping into his position, Irr has placed a huge emphasis on creating new strategies that complement the well known Jerr-Dan brand. He has pushed the company to become more involved in trade shows and has proven just how beneficial great marketing strategies can be. “I live by the phrase, ‘Plan your work and work your plan,’” says Irr, “and that’s exactly what we’ve

been doing. We came up with a plan, and we will continue to execute it!”

Unity “The difference between success and failure is often the quality of your team.

Individual commitment to a group effort is what makes our team successful,” says Richard Del Campo, Jerr-Dan Vice President and General Manager. The departments within Jerr-Dan are all led by very different individuals who are all united by one common purpose, pleasing the customer. They are continuously seeking feedback to help their company improve and continue to maintain their place at the forefront of the towing industry. There is no doubt that this company’s motto is simple and easy to follow: their entire team is focused on exceeding the customer’s expectations every day. www.jerrdan.com

Parts and Accessories Catalog Unveiled as Part of Tow Support Jerr-Dan Corporation, an Oshkosh Corporation Company, announces the release of a Parts and Accessories Catalog, as part of its new program Tow Support.

Jerr-Dan is constantly striving to provide the best support and service possible for towers. As part of this support, the Company is now offering a Parts & Accessories Catalog.

“We are really enriching and growing our support for towers.

Jerr-Dan’s growth has enabled us to do this for our customers, and we hope they’ll use this catalog as a tool to see what’s new, and what might be helpful in growing their own business,” says Christina Foltz, Jerr-Dan Customer Satisfaction Support Manager, who has been instrumental in the release of this new sales tool.

From parts to get you back on the road faster, to options that will keep your Jerr-Dan vehicle looking great, the catalog contains something for every tower, and will be available in hard copy through your distributor, as well as in PDF format on the Jerr-Dan website. https://www.jerrdan.com/customer-support-team/parts-and-accessories-catalog www.jerrdan.com

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Safe Fleet Announces Acquisition of Rear View Safety Rear View Safety is one of the fastest growing providers of back up camera systems and video-based road safety solutions. Rear View Safety has been instrumental in driving the rapid adoption of video systems in commercial fleets including government fleets, recreational vehicles, truck, trailer, commercial van, construction, emergency, bus and shuttle, agriculture and industrial vehicles.

Rear View Safety delivers outstanding quality, value and customer satisfaction.

“We are delighted to welcome the Rear View Safety business into the Safe Fleet family. This acquisition supports our vision to build the leading global provider of safety solutions for fleet vehicles,” said John R. Knox, President & CEO of Safe

Fleet. “The addition of Rear View Safety expands Safe Fleet’s leadership position in specialty video products for fleet vehicles in North America and one of the top suppliers worldwide. The RVS product line is complementary to Safe Fleet’s existing video products and positions Safe Fleet as a leading video supplier in all of its fleet end markets.”

RVS’s headquarters and operations will remain in Brooklyn, NY and Joseph Schechter will continue leading RVS as Vice President. “Customers will continue to interact with their existing RVS contacts and locations,” Schechter said.

“We’re very excited about joining the Safe Fleet family and working together to provide comprehensive solutions for the safety and security needs of the fleets worldwide.”

The RVS acquisition is the sixth for Safe Fleet which was formed in September 2013 when ROM Corporation and SMI Corporation merged. www.safefleet.net

VTS Makes PWOF Attendies into Winners After winning the PWOF annual HINO tow truck draw, Lester Casiano’s luck held out when he drew another lucky ticket... Drew Pestell, Managing Partner of VTS Systems presents Lester with a Dell Android OS Tablet. Lester’s dream is to own and manage his own towing company, with nearly $100k in assets; he is surely on his way!. www.vts-systems.com

Canadian Ken Bach was the lucky draw recipient of VTS Systems, 55 inch Smart TV offered as a prize at the 2016 PWOF. Drew Pestell, Managing Partner of VTS Systems (center) presents Ken with his television. Ken, the owner of Kingsway Towing of Edmonton Alberta was thrilled with his TV. However, transporting this large TV box north, and getting it through Canadian customs, was a challenge.. www.vts-systems.com

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The 2016 Midwest Regional Tow Show The 2016 Midwest Regional Tow Show, held at Great Wolf Lodge on September 22- 25 in Mason, Ohio will include two milestone events, we will celebrate our 38th year and the 100th anniversary of the Tow Truck. This show is hosted by the Towing & Recovery Association of Ohio, The Towing & Recovery Association of Kentucky and the West Virginia Towing Association.

Our schedule includes something for everyone! We kick off the show on Thursday with a Golf Outing and Auction benefitting the Injured Driver’s Fund. For the ladies we have a Safety Fashion Show (modeled by men in our industry).

A Kid’s mini rodeo, Beauty Contest and events planned for the ‘Lil Towers’ on Friday and Saturday evening including food, crafts and a “Stranger Danger” program from our Police Department.

Please plan to join us in raising awareness with a candlelight memorial in memory of our lost highway heroes. Men and women who have lost their lives while helping others and paid the ultimate price.

This is a great show to attend with

your family while conducting business, attending business related seminars, training classes, review towing techniques or purchasing towing equipment & accessories. This family-friendly show will have you returning year after year.

The host hotel sells out quickly and we have 3 additional hotels posted to our new website. Remember to support those who support us! www.midwesttowshow.org

ITRHFM Survivor Fund Benefits Increased As a follow up to a new formula adopted last year by the board of directors of the International Towing and Recovery Hall of Fame and Museum (ITRHFM), having been designed to set the Survivor Fund benefit level annually based on the Survivor Fund’s financial health, the board approved an increase in the death benefit paid to each approved application from $2,500 per incident to $3,000 per incident. If the deceased was employed by a company who was a member in good standing of the museum, or if the deceased was a member in good standing, the benefit increases to $5,000, up from $4,000.

"We are again proud to be able to increase the benefit to the families of our 12

fallen and to do so with a sound financial plan makes this improvement even more exciting,” said Jeffrey Godwin, the Survivor Fund Committee Chairman.

“Between our continued work to grow the overall fund to our original financial goals to allow for perpetual security and the generosity of so many supporting our pledge drive, we have been able to increase these benefits by gaining support from contributions as simple as those where individuals and companies pledge as little as $5 per death. We certainly hope all companies across the industry will become members of the museum to preserve our history and to provide this meaningful protection for the families of their employees.”

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The Survivor Fund, founded in 2006 and managed by the International Towing and Recovery Hall of Fame and Museum, was started to offer financial support to the families that have lost a loved one in the line of service within industry. Since 2006 the Survivor Fund has approved and paid out hundreds of claims to support families in their time of need due to tragic accidents. The ITRHFM is working to build a perpetual fund while also supporting families as the fund is built.

Increases in benefits to families are made based on the fundraising of the Survivor Fund and the increased security of the Fund based on its investment health. www.thesurvivorfund.com

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WTRAA Bestows Its Highest Honor 2016 Tow Woman of the Year The Women of Towing & Recovery Association of America (WTRAA) present the Tow Woman of the Year Award to an industry advocate in recognition of their commitment to the goals of WTRAA and efforts to improve the towing industry in general.

The highest honor that WTRAA can bestow upon one of its members is the Tow Woman of the Year Award. On April 6, 2016 this year’s “crown” was awarded to Michelle Topel by the previous year’s recipient Gay Rochester of Statesville, N.C. Gay. She was assisted in the 2016 selection by two other previous Tow Woman of the Year recipients, Joanne Blyton and Cynthia Martineau. They were all proud to be a part of this well-deserved award to Michelle.

Michelle has dedicated her strong leadership skills in a myriad of service positions within the towing industry. She currently serves as the WTRAA President and has served as the Chair of the membership committee. Her additional commitment of industry dedication is as representative for WTRAA on the TRAA Cabinet. She extends her desire to be a productive part of growing industry professionalism by giving hours of service to the Wisconsin Towing Association. Her dynamic personality makes her a strong motivator and encouragement to other women in the industry.

She is always thinking outside of the box and exploring new ways to deliver knowledge to the towing community.

Education is a valued resource and Michelle has been proactive in bringing unique opportunities to the membership during her time as President of WTRAA. You can count on her endless energy and enthusiasm to inspire industry peers to be a productive part of positive industry growth. Even with all these service roles to the towing industry, Michele contributes to her community by serving on the Chamber of Commerce and volun14

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teering time to support local charity efforts. She never runs from a task, but instead is at the front of the line willing to take on the challenge.

Michelle is a partner with her husband Shawn in their towing business and truck repair shop that has been in operation for 24 years. Her husband Shawn says “She has been a best friend, wife, mother, business manager and one who handles all these tasks with grace and proficiency.”

Her children feel very blessed to have such a strong Mother empowering them to pursue their life goals.

Join us in congratulating this incredible woman so deserving of this honor and strive to learn from her selfless dedication.

If you would like more information about this topic, please contact Gay Rochester at grochester@inatowing.com.

The Women of the Towing & Recovery Association of America was established in 1981 as an affiliate of the Towing & Recovery Association of America (TRAA).

Its goals are to provide financial aid to the TRAA, support women in the towing industry and grant scholarships to children of towing professionals to further their education. www.traaonline.com

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Why Does Certification Matter?

I expect you’ve heard the term certification before and, if you’re like most towers, you probably use the terms “certification”, “certificate”, and “training” interchangeably. However, the two are distinct with their own advantages, practical applications, and legal implications. While it may seem trivial, understanding these differences is essential when evaluating any programs you or your employees complete in order to market your business, to meet local operating requirements (if applicable), and continue to develop professionally.

Professional certification has been in place in our interdisciplinary partner’s industries for many decades and was introduced to the towing and recovery industry much later than our peers. Seeing a need for a federal or national certification for towing and recovery professionals, the Federal Highway Administration approached the Towing and Recovery Association of American, Inc. requesting the development of such a program. As a result of that collaboration the National Driver Certification Program® (NDCP) 16

By Elizabeth Martineau, Director of Certification

THE NATIONAL DRIVER CERTIFICATION PROGRAM®, OWNED AND OPERATED BY THE TOWING AND RECOVERY ASSOCIATION OF AMERICA, INC., REMAINS THE ONLY PROFESSIONAL CERTIFICATION PROGRAM AND THE ONLY FEDERALLY RECOGNIZED PROGRAM IN THE TOWING AND RECOVERY INDUSTRY. was launched in 1995 and has been operating continually ever since.

The Institute for Credentialing Excellence (ICE), formerly known as the National Organization for Competency Assurance (NOCA), is an independent organization out of Washington, DC which sets standards for certification programs in the United States. According to NOCA/ICE, there are three types of programs: professional certification, assessment-based certificate programs, and certificate of participation/attendance programs. The National Driver Certification Program®, owned and operated by the Towing and Recovery Association of America, Inc., remains the only professional certification program and the only federally recognized program in the tow-

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ing and recovery industry. Let’s take a quick look at the differences in these types of programs.

The primary focus of a professional certification program is on the independent evaluation of the participant’s knowledge, skills, and/or competencies as deemed necessary for proficient performance of an occupational or professional role. Since certification is based on assessing the participant’s content knowledge, certification programs are “independent of a specific… education/training program and also independent of any provider of classes, courses, or (training) programs”1. While a formal study guide is provided to prepare for the exam, the participant is not required to complete training prior to testing; either the person has

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the knowledge to pass the test or not.

Certification programs are unique in that qualified participants can refer to themselves as “certified” and these programs can also bestow titles. For example, in the case of the National Driver Certification Program® (NDCP) any currently certified participants who’ve passed the Level 2Medium/Heavy Duty certification exam have earned the title of Master Tower and can place the abbreviation MT after their name if desired.

The emphasis of an assessment-based certificate program is the acquisition of knowledge. Certificate programs hold a training, hands-on demonstration, seminar, etc. and administer a properly proctored exam afterwards to determine if the person has attained the intended learning objectives. Provided the individual passes the exam, they are given a certificate documenting their achievement and can appropriately describe themselves as a certificate holder.

Any training, seminar, hands-on demonstration, etc. that does not administer a proctored exam after the event is called a certificate of participation program. Upon completion the individual is provided with a certificate of participation or attendance. The certificate of participation denotes the person’s attendance during some, or all, of the educational component but does not make assurances as to whether or not the individual is competent in the learning objectives.

As you can see, there are clear distinctions between these three types of programs. While all three types serve their own important role in the continuing education of towing professionals, professional certification has a few distinct advantages which make it a mainstay in the other incident management fields.

Since professional certification is issued by an independent third-party, its testing outcomes and qualifications are fundamentally objective which makes it more credible in the eyes of many regulatory bodies. Whether required or not, many towing professionals from across the country participate in certification for the competitive advantage it gives compa-

nies and drivers in marketing and distinguishing themselves to towing authorities and the motoring public. For employees or drivers maintaining professional certification can give them a leg-up in the job market. Additionally, many company owners find that they can better negotiate with vendors such as insurance agencies and motor clubs as a result of hiring

professionally certified drivers.

More information on the Institute for Credentialing Excellence can be found on their website (www.credentialingexcellence.org). Information on the National Driver Certification Program®, the towing and recovery industry’s only professional certification. www.traaonline.com

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Updates to the Alabma Unclaimed / Abandoned Legislative Act 2015-470 amends the unclaimed/abandoned motor vehicle law.

Effective July 1, 2016, a person or entity, including towing companies, in possession of an “unclaimed” or “abandoned” motor vehicle must report the following information to the Department of Revenue (DOR) before a motor vehicle can be sold as an “abandoned” motor vehicle. The DOR will provide an Unclaimed/Abandoned motor vehicle portal for this purpose. A link to the portal will be available on the Motor Vehicle Division webpage on July 1, 2016.

• Within five (5) calendar days from the date the vehicle was first considered “unclaimed” by the person or entity in possession of a motor vehicle, the vehicle must be reported as “unclaimed” to the DOR. A forty-five (45) day hold will be placed on the vehicle title record. Unclaimed motor vehicles include the following:

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• A motor vehicle left unattended on a public road or highway for more than 48 hours.

• A motor vehicle, not left on private property for repairs that has

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remained on private or other public property for a period of more than 48 hours without the consent of the owner or lessee of the property.

• A motor vehicle, left on private prop-

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erty for repairs, that has not been reclaimed within 48 hours from the latter of either the date the repairs were completed or the agreed upon redemption date.

NOTE: Storage fees may not be assessed unless the unclaimed vehicle is reported to the DOR within five (5) calendar days of the date the vehicle becomes unclaimed.

• Within five (5) calendar days from the date the motor vehicle was reported as “unclaimed” to the DOR, the person or entity in possession of the motor vehicle shall use the National Motor Vehicle Title Information System (NMVTIS) to determine the state in which the vehicle is titled and/or registered. A list of NMVTIS service providers may be found on the following web site: http://www.vehiclehistory.gov/nmvtis_vehiclehistory.html • Within five (5) calendar days of receiving the NMVTIS record, the person or entity in possession of the motor vehicle must send a Notice of Possession to the owner and lienholder or record. This notice must be sent via certified mail.

• Thirty (30) days after the Notice of Possession is sent to the owner and lienholder of record, the motor vehicle will be considered “abandoned” and may be sold at a public auction.

• Thirty-five (35) calendar days before the vehicle may be sold, a Notice of Public Auction must be sent to the owner and lienholder of record. If the auction is to be held in the county in which the vehicle is registered, the auction must be publicized once a week for two consecutive weeks in a local publication.

• Within five (5) calendar days of the receipt of public auction, the DOR shall send a Notice of Termination to the current owner and lienholder of record.

• A list of all unclaimed/abandoned motor vehicles will be available to the public on the DOR website.

• After thirty-five (35) calendar days from the Notice of Public Auction, the vehicle may be sold. The abandoned vehicle bill of sale will be generated from the Unclaimed/Abandoned portal and will be used to apply for the Alabama cer-

tificate of title.

NOTE: ACT 2015-470 only applies to the sale of an abandoned vehicle for which notice is published on or after July 1, 2016. If the notice of the sale was posted prior to July 1, 2016, the vehicle may be sold under the current abandoned motor vehicle law. In this situation, the vehicle must be titled prior to the

end of the calendar year 2016, or the purchaser would be required to post a title surety bond in order to title the vehicle.

For more information regarding the unclaimed/abandoned vehicle requirements, please contact the Alabama Department of Revenue, Motor Vehicle Division at: (334) 242-9007, www.revenue.alabama.gov

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Fuel 4 thought

By D.J. Harrington, CSP

When God was forming the world and creating human kind, he gave humans two ears and one mouth. Why? He could have easily given us two mouths and only one ear. Even though we look more uniform or balanced with only one mouth and an ear on each side of our face, God was really hinting at something important. He carefully dressed our faces with only one mouth because He wanted us to do twice as much listening as talking.

Seriously, how many towers have even attended a course on listening skills?

If you can’t remember, then you probably haven’t attended one. “Listening, 101” wasn’t offered as part of my formal edu20

cation. Sadly, the skills we need the most are never taught in school. True in the medical field! A doctor must endure and survive loads and years of training to establish him before he can even meet with his patients. Many times, doctors aren’t taught how to deal with people. I’m sure you’ve seen one of them in action. I certainly have. Our families, friends, business associates and customers don’t listen well either. Some people feel drivers don’t listen to dispatch and dispatch doesn’t listen to customers.

How often do you hear, “you weren’t listening to a word I said?” Do you half-listen? Half-listening happens when some-

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one is doing something while someone else is talking. Don’t know about you, but it’s irritating to me. Maybe a person’s mind is somewhere else. It’s my observation that lots of people don’t really listen.

They’re busy and really waiting for their next turn to talk.

Some important tips on listening are: 1. Don’t interrupt (but….but…but) 2. Ask questions. Then be quiet. Do your best to really listen.

3. Listen without pre-judging. Don’t jump to the answer before you hear the entire situation.

4. Listen to what is not said. Implied is often more important than spoken.

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5. Ask questions to be sure you understood what was said or meant.

6. Use “listening noises” (um, gee, I see, Oh NO!, I understand) to show the other person you’re listening.

7. Ask questions, making sure the person has said what he or she really wanted to say.

In today’s fast and busy world, lots of us have so many things on our minds that we’re pre-occupied during a conversation.

Multi-tasking is good but not good when you’re supposed to be listening. Some people are just rude; we don’t want to hear something from them because they have a tendency to get on our nerves.

During our work days, some of them just had an accident and had to rearrange their whole day. There are many secrets of becoming a good listener.

However, the listening secret that simplifies them all is summed up in three lit-

tle words. JUST SHUT UP! If your mom is like my mom was, you know shut up isn’t something you say to someone.

However, in towing, “shut up” is an action. All of us have known to “shut up” after asking a closing question. You are supposed to” shut-up” because the next person to speak looses.

The next time you have to ask someone to repeat what they said, think about it first. Really think. Were you really listening? Remember, people like to hang out with friends that really listen. I truly believe that the best towing person is always the best listener. He or she certainly should be! If you’re not already applying some of these listening secrets, start now. It’s not too late. You’ll learn to be a better listener. Hope to see you at some of the tow shows this year.

The Tow Doctor

Until next time.

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Insightful talk

By Dan Messina

Decisions, Decisions, Decisions

As the owner of a tow company you have to wear many hats. You have to be a sales person, and accountant, a computer expert, a mechanic, a tow truck driver, not to mention all the employee problems you will face. Decisions, decisions, decisions, you make them all day long.

When I ran my company I was no different than you. I faced the same decisions you had to make, but my success was based on how I handled the decisions I was faced with. My company consisted of 36 full time employees running 17 trucks to support close to 1,000 customers. My wife and I would talk about our 36 employees and how they relied on us to feed their families. That made decision making top priority.

Here are a few things that will help you make the right decision: 1. Know your business - Gather all of 22

the facts and necessary information that impacts your business. This is important, because you do not want to miss critical information that could make a difference in how you run your business.

• • • • • • • •

Who are your best customers?

Who are your worst customers?

Who are your best employees?

Who are your worst employees?

What trucks do I repair?

What trucks do I replace?

What are my monthly expenses?

What is my monthly revenue?

I knew exactly how many tows I needed each month to make my numbers, and on the beginning of each month the score card went to zero and you started all over.

2. Results from my decision - Think about the decision you are about to make and what the results will be. Will the

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decision allow me to reach the goals I set for my company? If the decision is wrong, how will it affect my business?

Think before you react.

3. Ask others – I had 36 employees and I often let them help me make decisions relating to the business. I think it was because I always made them feel like a part of the company. If I had to make a decision on what type of truck to buy who better to ask than the driver of the truck.

If I need to make a dispatch decision I would let my dispatcher make the decision and I would live with the results.

Sometimes the wrong decision was made but we lived with it and kept on going.

4. Relax – If it was a major decision like dealing with an employee problem I always want to make sure I was in the right frame of mind. Take a few deep

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breaths and try to do something that will make you feel more relaxed such as taking a 10-minute walk, listening to the radio or doing something that would help you de-stress. You will feel better and gain a fresh perspective on your current situation.

5. Don’t Procrastinate - Don’t put off important decisions, and don’t worry about your past mistakes just keep focusing on what is best for your company. To determine the best outcome for your business, always listen to your customer needs and have your finances and expenses organized. Customer satisfaction and making sure your company doesn’t run out of money are some of the important priorities of your business. If your business is going in the wrong direction call me and I’ll see if I can help.

6. Learn from your mistakes - If you make the wrong decision then the next step is to learn from your mistakes and go from there. Learn what you did right and learn what you did wrong.

Remember you are not in this alone.

There are many resources in the industry that would be glad to help you at no cost to you. Even if they are just a sounding board for you to bounce ideas off of. If you do not have the expertise in a given area assign the task to someone else. I’m sure people ask you if you are a morning person or an afternoon person. It’s good to know when you are at your best. If it’s in the a.m. make your major decisions then. Do not do it when you are stressed.

It’s good to know your stress level. When you hit overload take a break for 10 minutes. Allow yourself some down time to do the things you like to do like fish or hunt. When you are setting up your

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Insightful talk schedule for the day allow 25% of the day for yourself. I can’t tell you how important this was for me. I had good employees that I trusted to run my business which allowed me to do fun things with the family, the customer, or my employees. All these people were part of my decision making so I always found time

for them. Decision making is easy when you have the resources to help you.

I’ve talked about things that help you make decisions, now let me point out a few things that will keep you from making good decisions: Being Lazy – This is where you don’t

check the facts or gather input necessary to make the right decision.

Unexpected Events – Think about things that can happen that you did not count on such as a death in the family, a key employee quitting, or an accident with one of your trucks. Always think ahead and anticipate things that could happen.

Can’t decide – You try and gather to much information or analyze the problem too much and the decision never gets made. Your fear of making the wrong decision will have a big effect on the business so you don’t make any decision Living in the past - Some people make poor decisions because they’re using the same old data or processes they always used. Such people get used to approaches that worked in the past and tend not to look for approaches that will work better.

Rely on others - Some decisions are never made because one person is waiting for another, who in turn is waiting for someone else’s decision or input.

Effective decision makers find a way to act independently when necessary.

Lack of Technology – Technology is changing and you have to be prepared to change with it. Phone apps and GPS are a big part of today’s environment and you will have to change to stay in business.

Lack of Knowledge – You can’t know everything in all areas As the owner of the business you will always be faced with making decisions.

Some will be big and some small. In a lot of cases there will not be a right or wrong answers. Learn to get other people involved with what you are doing so the decisions you face will be easy to make.

Use your employees, your family, your friends, or call me. Use your resources and decision making will become easy.

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By Jim Sweeney on Pullen was looking for a training contract. What the towing industry veteran received instead was a chance to build a new towing company the way he thought it should be built.

Pullen is the operations manager of

R 26

Big Red Towing of Syracuse, N.Y., a fastgrowing commercial towing, recovery and specialized equipment hauler. The company, which was founded in 2003, is the result of Pullen’s experience and know-how and owner John Wight’s ability to seize a business opportunity when

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he sees one.

“I’m very fortunate to be where I’m at,” said Pullen.

Now 61, Pullen has been in the tow business for 40 years. He opened Pullen’s Truck Center in Weedsport, N.Y., in 1986, doing repairs as well as towing. He sold

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the business in 1997, but managed it for the new owners until 2002.

He then became a lead instructor for tow training school WreckMaster, traveling the country teaching certification courses. When he heard that a local trucking fleet, Gypsum Express in

Baldwinsville, N.Y., had bought a commercial tow truck, he approached Wight, the owner, about training his employees.

Wight, an entrepreneur who got his start hauling drywall and now owns a stable of businesses, including two speedways, a racing team, a golf course, a dry-

wall supplier and others, sensed an opportunity and asked Pullen for an assessment of the towing business in central New York State.

Pullen did his homework and reported that there was an opportunity for a new commercial tower. Great, Wight replied,

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want to start one with me?

For Pullen, the decision wasn’t too hard. “They say once you’re in towing, it’s in your blood and it’s always there: What’s the next call and what do you have to recover? No two accidents are the same,” he said.

They went into business in 2003, Wight providing the capital and Pullen the expertise. Using his experience and ties in the industry, Pullen was able to hire the people he wanted, train them up and land the fleet contracts he needed.

He made the decision to do commercial work only because he’d had enough of haggling over price with car owners and third parties, like insurers and auto clubs. “Truckers and trucking companies know what good service costs; auto drivers don’t,” he said.

Pullen also was able to set the professional tone he liked. Drivers wear uniforms, service is 24/7, the trucks are all clean and painted Viper Red and the pricing is fair, he said.

“I’d rather do 50 calls and make a little money than do one call and make a lot of money,” he said.

He also insists on doing recoveries the correct way, regardless of what the client wants. He recalled one instance where a client wanted to offload an overturned 28

PULLEN ALSO WAS ABLE TO SET THE PROFESSIONAL TONE HE LIKED. DRIVERS WEAR UNIFORMS, SERVICE IS 24/7, THE TRUCKS ARE ALL CLEAN AND PAINTED VIPER RED AND THE PRICING IS FAIR. trailer in a heavy snowstorm. Pullen insisted it could be moved upright with air bags without offloading and he was right.

Afterward, the load was undamaged and the trailer was unmarked.

“That was 10 years ago and we still do business with that client to this day,” he said.

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Big Red Towing has 16 employees and continues to grow, serving a 100mile radius around Syracuse, though it does some interstate equipment hauling.

The operation is housed in a two-year-old, 10,000-square-foot terminal with 25-foot ceilings and 100-foot drive-through bays.

The company has partnered with NAPA

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to open a repair shop onsite to service its own trucks, those it tows in and of other fleets. It plans to add a specialty service for booms and hydraulics.

Big Red Towing gets the best equip-

ment. The prides of the 14-vehicle fleet are the Western Star 4900 SB and 4700 SB tow trucks. Another two new Western Star 4900 SBs are on order. Like all Big Red vehicles, they’re bright red with

reflective flame graphics.

Pullen said he chose Western Star Trucks because they’re the best. “There is no doubt they get the job done,” he said, adding that their construction reminds

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him of a luxury car.

“To me, it’s like getting into a high-end car. When you shut the door, it’s a solid door with a solid feel to it. You don’t get the rattles, you don’t get the wind noise.”

Big Red Towing has its own “playground,” a plot of land littered with a vari-

30

ety of “casualties” that Pullen uses to train employees in various recovery and rigging techniques. “We’ve got a school bus, a Greyhound bus, a dump truck, a reefer — about 20 vehicles in all,” he said.

“We’ve also got earthmoving equipment so we can dig ditches and holes to prac-

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tice with.”

Big Red Towing is everything Pullen has ever wanted a tow company to be and he’s glad he jumped back into the business.

“It’s a great job and a great company,” he said.

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Collins Dollies 541-7 74-9220 collinsdollies.com

######

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Knowing and Using Your Winch: Tips for Winch Identification and Operation

By Don Kubly, Technical Product Support – AW Direct

One of the most important tools needed daily in our industry is the winch. Here are a few basic winch tips.

Winch Identification The winch is usually uncovered, leaving it exposed to the elements. It also becomes nicked or scratched by tools or chains and through daily use. After time, the identification label or ID tag can become difficult to read or be torn off. Not having the information included on the label makes it difficult to find replacement parts or a new winch of the same kind. When purchasing a new winch or a new or used truck with a winch, first take pictures of the winch and all the exposed labels and tags.

Write down all of the information included on the labels.

When you need replacement parts or need to replace the entire winch, all you will need to do is retrieve your pictures, which should include the manufacturer model number, part number, serial number and any other necessary information. In addition, if your driver calls in needing winch parts or replacement parts, you have the information on file and don’t need access to the truck to get started on your search.

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Common Winches and Their Primary Uses Industrial-Grade Winches: Generally used for towing and recovery.

Consumer-Grade and Utility Winches: NOT for towing or recovery.

Planetary Gear Winch Planetary Gear Winches: These include multiple gears, are lightweight and have fast line speeds. Additionally, they require a brake system to operate.

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Worm Gear Winch Worm Gear Winches: These include just a worm gear and flat gear and do not require a secondary brake.

Winch Accessories Roller Guides and Fairleads: These help promote even spooling. They also increase wire rope life and protect drum sidewalls.

Plate Tensioners: These help keep constant tension on the wire rope so it wraps tightly. Plate sizes should be the same size or slightly smaller than the drum.

Winch Maintenance: Check the owner’s manual that comes with your winch for daily, weekly and monthly inspection and maintenance information. Also, consult it for repair or replacement information as needed. In general maintenance, check the mounting brackets and bolts to make sure the winch is securely mounted so winch components will stay properly aligned.

Important Winch Specs and Concepts

Safety Wrap: A minimum of five wraps of wire rope around the drum barrel is needed to support the load. It is important to note that the setscrew will not support a load.

Winch Speed Ratio: The lower the first number in the ratio, the greater the feet per minute speed (e.g. 30:1 is about 32 fpm and a 46:1 is about 16 fpm).

Winch Pull Rating: Remember on most worm gear winches rated at 8,000-lb. with 3⁄8 wire rope, the rated line pull is:

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• 8,000 lb. with one layer of wire rope on the drum • 6,600 lb. with two layers of wire rope on the drum • 5,600 lb. with three layers of wire rope on the drum • 5,000 lb. with four layers of wire rope on the drum • 4,400 lb. with five layers of wire rope on the drum Check your winch manual for exact line pull ratings for your winch.

Operating Your Winch The best way to get to know your winch is to read and understand the operator’s manual. After reading about your winch, listen to your winch. Learn to recognize the sounds of a light pull and heavy pull as well as the sounds of a load shifting or jerking. Then hook on to a few cars in the lot before actually heading out on the road for that first call.

Keep in mind the following two details when operating your winch: 1. Learn the correct procedure for disengaging and engaging the clutch to avoid future failure of components or loss of load.

• To Disengage the Clutch: Run the winch in reverse (reel out) direction until the load is off the wire rope. Pull outward on the clutch handle and rotate to disengage the clutch. You can now pull the wire rope freely from the winch drum. If the winch is run forward and not in reverse, the pressure and speed of the drum rotation can catch the jaw clutch before it is fully engaged. This can cause only partial engagement, which exerts excessive pressure on the gears and can cause premature wear. If this procedure is constantly repeated, the winch may disengage at any time under load due to wear, causing the winch to jump into free spool. Your load will then go in reverse at excessive speed with no way to stop the load.

• To Engage the Clutch: Release the handle and push inward to engage the clutch. Run the winch until the clutch handle snaps fully in or until the wire rope drum starts turning. Then run the winch in reverse for a fraction at slow speed.

This will allow the clutch to fully engage.

At this point make sure the clutch handle is all the way in and locked. After the clutch is fully engaged, the winch is ready for winching the load.

2. Using the winch and wire rope as the only means of tie-down to secure the front of the vehicle on the flatbed during transport is not DOT approved.

For information about choosing and

caring for winch line, check out the article “The Heart of the Pull: Choosing and Caring for Winch Lines” on tech.awdirect.com.

AW Direct Helping You Help Them 800-243-3194 http://tech.awdirect.com

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It’s no secret that of the 50,000+ companies in the US, who offer towing as their primary service and source of income, a large majority are family owned and operated. It’s also not a secret that the size of these companies range from “1-man-shows” to multi-location, multimillion dollar operations.

As to be expected, family members’ involvement, management styles, industry standards, and “family life” has evolved dramatically since 1916 when the first tow truck was invented. This hasn’t however, changed the fact that family 40

owned businesses are the backbone of our economy. The question is, how does one family (Dad, Mom, children, and extended family members) do it all, especially with the increasing demands of the 21st Century??

Many of our customers at Holly’s Towing Dispatch wrestled with the idea of hiring an outside source to dispatch their calls way before they began using us. Whether they were seeking relief, a full night’s sleep, one night a week, 7 nights a week, or just for a weekend once a month, the idea of “giving up” their

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phones was a real struggle. I’ve heard many tired voices at the other end of the phone line, inquiring about our services, as an option for the “one man shows” and the multi-location companies reprieve from ringing phones, restless sleep, and interrupted family gatherings. At Holly’s Towing Dispatch, that is what we do!

Most scenarios look a little like this: Mrs. Tow Company owner wants to go out to dinner (or even take a shower) without a phone attached to her hip. Mr. Tow Company owner doesn’t want to miss one call and only wants his cus-

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AT HOLLY’S TOWING DISPATCH WE ARE HERE 24/7, 365 DAYS A YEAR. WE PROVIDE TO YOU, YOUR FAMILY AND YOUR LIFESTYLE, A LIVE VOICE AND EXPERTISE TO ACCEPT YOUR MOTOR CLUB, MUNICIPALITY AND CASH CALLS, THEN QUICKLY DISPATCH THOSE CALLS DIRECTLY TO THE APPROPRIATE DRIVER. tomers to receive the same personal service they did when his dad started the company 30 years earlier. Their son is now one of their drivers and he’ll be taking over the business, yet his wife wants him spending more time with their children, and his kids are involved in 5 different extracurricular activities. Balancing the demands of your towing business with family is just that, a balancing act.

At Holly’s Towing Dispatch we are

here 24/7, 365 days a year. We provide to you, your family and your lifestyle, a live voice and expertise to accept your motor club, municipality and cash calls, then quickly dispatch those calls directly to the appropriate driver. Holly’s Towing Dispatch wants what you want, and that is for your business to run smoothly, for you to make money, and for your customers to be provided with timely, courte-

ous and professional service during a stressful and sometimes scary time in their lives. Mostly, Holly’s Message Service wants to answer and dispatch for you, no matter the size of your business, so you can get some rest, grow your business and be with your family!

HOLLY’S TOWING DISPATCH www.HollysMS.com

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S.M.A.R.T RIDER: A Revolutionary New Tow Light

BY ANDY HAAG, PRESIDENT OF CUSTER PRODUCTS

Custer Products Limited has developed a new tow light that many experts expect will revolutionize the towing industry. The product is S.M.A.R.T Rider, a 42 LED light bar that has the highest visibility and best durability of any light bar of similar size.

Andy Haag, President of Custer Products commented: “Following several years of blood, sweat and tears, we’ve created a tow light that we expect to become the standard for the towing industry. S.M.A.R.T. stands for Simple, Magnetic, Alerting, Radio-powered Tow light. We’re confident S.M.A.R.T Rider clearly represents the best tow light value in the industry—and S.M.A.R.T. Rider’s price is competitive as compared to other light bars that lack S.M.A.R.T. Rider’s features and quality.”

The S.M.A.R.T. Rider is 23 ” long, 3” high, and 4 ’ deep, and is constructed of polyethylene for amazing durability, especially in cold climates. The 42 LEDs stay bright for 12 hours between charges; battery replacement takes less than 10 minutes; and with 90 lb. pull rubber-coated magnets (not boots), the S.M.A.R.T. Rider stays where it’s placed. S.M.A.R.T. Rider comes complete with a 4 pin transmitter, a 12-volt cigarette charger, and complete 42

instructions.

“We’re also shipping S.M.A.R.T Rider in a box ready for retail display,” Haag stated. “It will look great on a showroom floor, especially next to our other the light bars we sell under the Lite It Wireless brand. It’s our one-two punch.”

“Like all products at Custer, we stand behind what we sell. S.M.A.R.T Rider has a life-time warranty on the circuit boards, a 10-year warranty on the LED lights, and a 3-year warranty on the polyethylene case. And we offer a no-hassle return policy. At Custer, we’re only happy when our customers are happy.”

Custer Products has been field-testing S.M.A.R.T Rider, and the feedback has been extremely positive. “Our testers cite S.M.A.R.T Rider’s brightness, magnet strength and battery life as huge improvements as compared to other bars of similar size.”

Each member of Custer’s sales force has a S.M.A.R.T Rider for in-person product demonstrations to Custer’s distributor

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network and potential new customers.

Custer also debuted S.M.A.R.T Rider at the Florida Tow Show in April. “We were pleased with the ‘buzz’ from show attendees. Many of them told us S.M.A.R.T Rider was the talk of the show. We’ll be featuring the S.M.A.R.T. Rider and other new products at other towing, trucking and agricultural shows throughout the balance of 2016.”

“When you compare S.M.A.R.T Rider with other light bars of similar size, you’ll quickly understand why S.M.A.R.T. Rider is the smart choice for the professional tow driver,” said Haag. “Seeing is believing.”

S.M.A.R.T. Rider will be available for shipment to distributors by May 23rd.

“Our pre-orders have really been impressive, commented Haag. “When you launch a new product that you’ve spent so much time designing and testing, there’s always a certain element of anticipation relative to how customers will

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react. We’re pleased with the response— it’s been way beyond our expectations.

We’re very, very excited, and so will you if you buy one.”

S.M.A.R.T Rider is available through a

national network of distributors. For more information, visit www.custerproducts.com.

In addition to S.M.A.R.T Rider, Custer Products Limited manufactures and distributes LED lights, tow lights, and other related lighting products to the trucking, towing, agricultural, off-road, and safety industries through a network of distributors in the United States, Canada, Mexico, South America and Europe. “We sell lighting products to distributors, OEMs, and retailers. Our customer base is diverse

and world-wide. When you call Custer, you speak to a customer service specialist who is focused on the customer. You won’t have to punch 6 numbers on your phone, or wait on hold for 10 minutes listening to a recorded voice telling you how much she appreciates your business.

That’s not the Custer way. We pride ourselves on exceptional customer service.”

“Our website has been completely redesigned to help our customers purchase our products. Distributors contact information is included on the site, and our product listings are updated weekly, to help our customers source the best light in the business. It’s extremely user friendly. That’s why we’re known as the Leader in Lights.”

Founded in 1993, Custer Products Limited operates out of an 80,000 square foot facility located in North Canton, Ohio.

CUSTER PRODUCTS www.custerproducts.com

C ming Com i g So Soon!!

A Revolutionary Idea from m Custer Products..

S.M.A A.R.T.

RID DER SIMPLE MAGNETIC A L E R T I N G RADIO POWERED TOW L I G H T

Brighter Iss Betterr.™

4101 Shuffel St NW #100 North Canton, OH 44720

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MORGAN TOWING & RECOVERY The Evolution of

from Paper to Paperless with Omadi

Morgan Towing & Recovery located in Muskogee Oklahoma is a multigenerational towing and recovery business that was started in 1973 by Bud Morgan with one tow truck. Mr. Morgan had three sons and they all worked for him before they ever had a driver’s license. He was able to make his business profitable and retired in 2009 when his son Nik Morgan bought him out.

Morgan Towing is a family business and Nik Morgan considers all of his employees, operators and wrecker drivers 44

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I USED TO SPEND ONE HOUR GATHERING INFORMATION FOR PAST JOBS. I CAN NOW FIND THE SAME INFO IN TWO MINUTES WITH OMADI. Glenda Dagenhart, Office Manager of Morgan Towing & Recovery

to be a part of his family. Like any family they can get frustrated with each other when things are stressful but when it’s time to go to work they stick together and get the job done. Just like his dad, Nik Morgan has a hard time keeping his own children out of the business. His kids are 5 and 12 years old and they always want to be at the office, playing and sometimes even working a little bit.

Glenda Dagenhart, the Office Manager at Morgan Towing for the past 12 years, is the glue that keeps their business together. Dagenhart treats the business like her own and does everything from towing vehicles to cooking breakfast. When Dagenhart first began working, there was one wrecker yard with 3 trucks. Today, Morgan Towing has expanded to 11 locations with 55 tow trucks. Morgan towing does a lot of vehicle towing and specializes more generally in heavy towing, uprighting, specialty jobs with a rotator, landoll work, and hauling heavy equipment. “We are the guys to call if there is something wrong in this area. We get the guy out of the bad back into the good,” said Nik Morgan, Owner of Morgan Towing & Recovery.

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As Morgan Towing continued to grow, the paper trail seemed to grow even faster, to the point that it became painful. The paper overload and multiple handoffs resulted in lost tow tickets and issues with getting the paperwork complete. In the midst of lost and incomplete paperwork, towers were not getting pertinent information or getting to the right calls, leading to a loss of revenue for the company.

Morgan's realized that if they wanted to continue to grow they would need to find a better process.

Some good friends in the towing industry told them about several different software companies and recommended using them. “I looked into it and these companies do not cater to our company. These companies cater to themselves and they do not change their software for you. They don’t make it to where you can change anything that you need to change to make your business run better,” said Morgan Still looking for a solution Morgan and Dagenhart attended the Baltimore Tow Show in 46

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November of 2015. They ended up meeting a gentleman named Dwight Howard who worked for a new towing software company called Omadi. They started learning about Omadi’s configurable towing software, “it was like it was a one shot deal to all the problems that we were trying to find 8 different things to solve. Omadi was the answer to ALL of our problems.

Omadi changes their software to meet your standards of however you need to do your business.

They will change anything that you want to change or they will take out anything that you want to take out to make it easier for you to operate the tow truck business,” said Morgan.

Morgan isn't very techie, he’s an old school type of guy. He used to associate physically filling out paperwork with making money.

He was also nervous about the transition to a software based system and thought it would be a nightmare. As it turns out, once they began using the Omadi platform “everything started to come to light and it was easy to see how Omadi was helping to save time

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this business as far as production and margin level. I believe in Omadi. I believe that anybody that changes over to Omadi will not regret it,” said Morgan. Now, Morgan feels like he can focus on running his business rather than worrying about paperwork and how they’re going to get paid.

“I would promote this to anybody in the towing industry, even though I know the towing industry is a very competitive business. If anybody wanted to do better in the towing business I would recommend that they use [Omadi]. I feel like even though I have a Morgan Towing & Recovery shirt on, I feel like I’m wearing an Omadi hat, supporting them,” said Morgan.

MORGAN TOWING IS EVERYTHING TO ME. I STAND UP TALL AND HOLD MY HEAD UP HIGH TO KNOW WHAT I DO FOR THIS FAMILY AND THIS TOWING COMPANY. TO KNOW THAT THIS TOWN AND THIS CITY NEEDS ME AND OUR BUSINESS. I GIVE EVERYTHING I HAVE. 110% EVERY DAY. I COME TO WORK EVERY DAY TO MAKE THIS BETTER FOR MYSELF AND FOR MY PEOPLE. Nik Morgan , Owner of Morgan Towing & Recovery

To learn more about Morgan Towing & Recovery visit: morgantowingandrecovery.com To learn more about Omadi’s towing software visit: OmadiTowing.com

and money,” said Morgan. They were fully up and running on the Omadi platform in a little over a month, including both the web and mobile app.

The company has now completed over 3,000 tows with Omadi since the implementation in January of 2016.

Omadi’s towing software has also improved the relationships that Morgan Towing has with their customers. The dealerships and body shops can actually look into what Omadi calls its “Client Portal” which allows clients to login and see information related to their account.

For instance, a dealership could log into Omadi and see where the Morgan tow truck is and how far along they are in completing the requested job. Omadi provides greater transparency, which leads to increased efficiency.

“They have made our business so much better and they can make everyone else’s business great as well,” said Morgan. In addition to increased efficiency, Omadi’s towing software is paving the way to increased profit margins for Morgan’s Towing. “Omadi has changed Volume 5 • Issue 4 | www.towprofessional.com | Tow Professional

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SPEAKING THE FARNEY LANGUAGE The year was 2005 when my father, Lou Farney, started talking about moving into the heavy duty side of towing. At the time, Farney’s Service Center was a relatively small towing operation with 3 trucks; a 12 & a 16-ton wrecker and 1 rollback. My father purchased our first heavy duty tow truck in 2005 from a shop in Brazil, Indiana. It was an integrated 30-ton Miller spec wrecker with a 460 horse Cummins and a 13 speed Eaton fuller transmission. The truck had been garage kept and washed after every dispatch. Being the only heavy duty tow truck in our fleet at the time…Indiana weather was harsh on this steel giant.

Pat Winer with worldwide equipment was the original evil genius when it came to putting the crazy idea of overhauling our 30-ton wrecker. Lou had spoken with Pat at many of the major towing conven48

tions about a company called United Plastics (UPF) that make a poly style custom box; replacing the steel wrecker body that Indiana weather loves to wreak havoc on. My dad was intrigued by their product and heard companies speak highly of them. We own 3 composite trucks and never have issues with rust.

The appearance of our fleet is important to us. Finally, at Baltimore’s show, Pat Winer had the opportunity to introduce us to Pat with UPF and that day started this crazy journey.

Let’s just say, my dad is a master at making me insane. It’s not uncommon to open the company email and have several emails of, “Lou was interested in this…”, or “Your dad made mention that he is considering purchasing this and wanted our company to contact you”. I spend a good portion of my day trying to research

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all of his requests. So when Maura Watts with UPF contacted me, I was not surprised. I know my father better than he knows himself. Although he swore that he would sell the 95 Kenworth after purchasing his brand new 55-ton heavy wrecker, I knew those were just empty promises. He is a collector, or some may say hoarder, but when I look out into the lot and see that first flatbed he purchased sitting there (still in operation), I was certain that the Madame would never leave us. It was a main factor of our family’s success within the towing industry and my dad’s old school loyalties that extend to his equipment.

So after communicating with UPF through Maura with emails and follow up phone calls our company decided to preserve our 1995 Kenworth and overhaul the entire truck. Stan with UPF took over

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with our estimates & blueprints. Since we had recently purchased a brand new 55-ton wrecker, I knew firsthand how expensive these work horses are and gave into my father’s vision. I’m sure he got sick of my constant nagging of, “and how much is that”. It may be a touch of OCD, or as I like to joke.. him and dementia, but history has proven that when it comes to Lou Farney a small project will become a huge undertaking.

UPF was given the green light on our beloved “Madame” and my dad’s vision started to take shape. A group of engineers spent an entire day at our Indiana location to go over our 30-ton and make sure all our crazy demands could be met.

Being a volunteer firefighter for 20+ years, my father had implied that he wanted the new body to resemble “fire truck boxes”. My entire life he has drug me to hundreds of tow shows and conventions to look at equipment. We would spend hours walking through the trucks looking at the latest and greatest thing and then I would have to listen to him

rant for hours about how they should do this, beef up that, and I can’t see how that is any better than the original one. But, when the roll up body doors became more standard with new wrecker production I could see my old school father slowly accepting new ideas and concepts within our industry. Honestly, his “fire truck box” idea was just a wrecker body with roll up doors. So with other’s not comprehending “Farney language” I was in charge of all contact with UPF. Pat Winer from Worldwide equipment personally arrived at our shop to transport

the Madame to his Illinois location for the overhaul. They had contracted a company to transport our body from UPF’s manufacturing facility to Worldwide and our completed wrecker body was due for delivery the following day. Pat’s right hand man Rich Palombo touched base with us almost every day during the entire transformation. It wasn’t uncommon for my phone to explode with messages from him at all times of the day, it was just another indication that we had chosen the correct company for the rebuild. I had given permission for Rich to call UPF

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on our behalf if any questions or concerns arose with the new body and the communication between them and Worldwide was wonderful. I’m sure Rich will tell you that he was at the borderline of a nervous breakdown at several stages of this overhaul, but UPF was always quick to talk him down from the ledge. They were thorough about emailing special procedure details like paint and assembly so

50

that their products quality remained intact.

The truck was stripped down to chassis and the new Polybox created by UPF was installed prior to paint for any adjustments or additional prefabrication. Once the body was fitted, worldwide had the body taken to Ron with V.C. Express out of Addison, IL for painting. The tractor followed after requested repairs were made.

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This list is crazy long and included: All new hydraulic hoses, winches services and repaired, every cylinder on the wrecker portion was taken to Mark from Master Hydraulics out of Shamburg, IL, new front bumper, new drivers step, front windshield replaced, and all graphics removed from the truck’s cab. The frame was sandblasted and repainted and the biggest paint change was that our old red

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boom and under lift was changed to an updated “gun metal gray”. Not many girls would beg their father for a new nerf-style headache rack on a tow truck but with my persistent begging he granted my request. He was unaware that I had already pre-planned this and I had sent Pat Winer with a box of “button lights” to install on that rack when the truck left months prior.

The Madame was re-assembled at Worldwide for the final time and I received a call that day of complete excitement from Rich. My father had to decide on the entire lighting scheme of the truck next. That process almost gave me my nervous breakdown. I sent tons of pictures via text to Rich of our new 55-ton wrecker and told him to mimic this. My dad’s intention was to make her look like she just rolled off of today’s assembly line.

LED lighting mania is what I call it and I fear that I will be dreaming of lumens and lighting sprays forever. Worldwide had to custom make all of this and the crazy thing is; Worldwide and Farney’s are approximately 100 miles away from each other but at no point, did we make a trip to their location to look at the progress or go over anything. We communicated through email, phone calls, and text messages only. It takes a lot of trust to do business that way, but when you explain your vision to the guys at Worldwide they make magic happen. We have documented every stage along the way through pic-

tures and the process is really interesting.

When the Madame arrived home the transformation was mind blowing. A group of men from UPF stopped by our shop on their way through to a show just a few weeks ago to get a peek at the old truck. They didn’t realize that the truck they were approaching from the front

was the truck they intended to see. Since then we have had graphics installed by Mark McClure from Wolcott, Indiana. We have yet to use this new beauty since her return, but with the dangerous section of Interstate 65 that we operate; be assured that the Madame will once again be dispatched to roll out one day soon.

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This year’s Tow Show in Florida brought out a large crowd of all social and economic statures, from owners to drivers and even just those that enjoy the display of large and small technical and advanced towing equipment. Many of those people brought their cameras, families, and business cards.

However, one company out of middle Tennessee brought brute strength in the form of their newest addition to their fleet.

We’re talking about Monteagle Wrecker Service and their new 2015 Kenworth T800 with a 60 ton Jerr-Dan Rotator, an amazing piece of equipment in its own right. This new Jerr-Dan Rotator is equipped with scissor style outriggers, a three stage 60 ton boom, four 20 ton boom winches and a 35 ton drag winch, rollout drawers and cabinets, led lighting and numerous other specialty tools and equipment. Monteagle Wrecker Service, located just off Interstate 24 between Nashville and Chattanooga, is at the top of Monteagle, Tennessee and they have the ominous job of cleaning up major interstate crashes along one of Middle Tennessee’s steepest mountain grades. From Semi’s over the side of the mountain to semi’s stuck in runaway ramps, the wrecker crews stay busy year around.

At this year’s tow show it was time for owner Rodney Kilgore to show some skill and accuracy. Unlike simple feats such as magicians and farmers, there was no magic wand or rope to wave. Rodney used years of experience and pure knowledge to use this new Jerr-Dan 60 ton rotator to pick up and suspend a 25 ton heavy duty wrecker off the side. At first glance it would make any man cringe. Using only the equipment available on the 60 ton rotator, the guy’s from Monteagle Wrecker set up, hooked up and hoisted the other wrecker into the air. Rodney Kilgore, owner of Monteagle Wrecker said it was important to him to do this display to prove not only the trucks abilities but to also show that it could be done without causing any damage to the vehicle being picked up. This was one of those displays that leaves you looking in amazement. Many left the show talking about the display and others left the show thinking about the display, but either way it showed that Jerr-Dan had definitely made a break into new abilities and technology. As far as Rodney Kilgore and Monteagle Wrecker Service, they were going to be some of the first to make this an asset to their fleet.

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Hooked UP

New 6” oval signal/backup/marker/warning light combo is the most versatile light in the word!

Outshine the competition with the new Power-Link PLC6OV series of marker/signal/strobe/backup combination lights by TowMate. Feature packed with marker/strobe functions and a useful and powerful backup/work light mode, along with the ability to connect it as a turn signal (if amber LED’s for strobe) or brake light (if red LED’s for strobe), these lights will give your truck the professional appearance you desire! Available in a multitude of colors including amber, red, white, and blue, this light can be ordered as all one color or a combination of two colors. The light installs with two wires (three if utilizing the signal/brake functionality) using our Power-Link Technology, making this the easiest to install and most versatile 6" oval LED warning light to ever hit the market. www.TowMate.com

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Hooked UP

Helios Light by TowMate adds backup lights and removable Lithium Ion power supply The new 38" Helios light (named after the Titan god of the sun in Greek mythology) is the embodiment of Innovation. TowMate’s new rechargeable, removable, long lasting Lithium Battery system is set to revolutionize the towing industry just like TowMate did years ago in 1985. With run times of over 18 hours, battery life expectancy of up to 10 years if cared for as recommended, and a convenient 12V vehicle charger, we have made a wireless light that will be the last wireless tow light you have to buy... not to mention make you the envy of all your friends! Be a part of the revolution in wireless lighting technology and order your Helios Light today!. www.TowMate.com

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Hooked UP Mile Marker 9,000-lb Hydraulic Planetary Gear Winch

B/A Products REDiJACK Auto Positioning Dolly It can be difficult getting disabled vehicles in tight or awkward places in position for a tow. This dolly makes it easier to move disabled vehicles in less time and with less effort. The dolly also fits into most auto positioning dolly brackets. Rated at 1,600 lb. each (3,200 lb. for two units). Moves vehicles with tires up to 36” high and 13” wide. www.awdirect.com

Here’s some help for solving those 9,000-lb problems. This high-speed winch is designed for towing, trailers and utility vehicles and can serve as a refitment for OEM equipment. It features a 10”W drum and a 3⁄8” x 100’ rope capacity. Along with its planetary, hardened steel gears, it also features a loadholding brake. SAE J706 compliant. www.awdirect.com

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Hooked UP

S.M.A.R.T Rider: A Revolutionary New Tow Light Custer Products Limited has developed a new tow light that will revolutionize the towing industry. The S.M.A.R.T. Rider is lightweight, has full functionality (stop, tail, turn and side indicators), connects easily via a wireless transmitter, and with 42 LEDs, has the best visibility of any tow light of similar size. The S.M.A.R.T. Rider is 23 ½” long, 3” high, and 4 ½’ deep, is constructed of polyethylene (not PVC) for amazing durability, especially in cold climates. www.custerproducts.com

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Dealers place

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Dealers place

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Hooked UP

market place

A Big Difference On-Scene Faster Incident Response Operators and riggers talk to each other in real-time and completely hands-free. You’ll deliver instructions clearly and answer questions directly—while the work happens. There’s no pause to shout or need to use hand signals…just clear communication to get the job done faster.

IMPROVED PRECISION There’s no communication breakdown between operators and riggers. On-scene precision and performance goes up as you reduce errors and avoid costly mistakes.

BETTER PROTECTION The incident environment is stressful and loud. With the headsets on, your entire crew is protected, but not disconnected. Communication is clear between team members for a faster recovery with enhanced situational awareness.

ENHANCED SAFETY Real-time communication gives the crew warnings, alerts, instructions and updates—at the ready. You’ll avoid job hazards, risk of injuries and mistakes. At the

same time, listen-through lets in the right amount of environmental sound to maintain situational awareness.

market place

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market place

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COMPANY

PG

COMPANY

PG

Agero . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

In the Ditch . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Austin Hinds Motors . . . . . . . . . . . . . . . . . . . .60

Jerr-Dan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .BC

Atlanta Wrecker . . . . . . . . . . . . . . . . . . . . . . . .60

Austin Insurance . . . . . . . . . . . . . . . . . . . . . . . .56

COMPANY

PG

RV Wheel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Industrial Netting . . . . . . . . . . . . . . . . . . . . . . . .62

Southern Tow Expo & Beach Bash . . . . . .32, 33

Keystone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Superior Reciept . . . . . . . . . . . . . . . . . . . . . . . .37

Steck Manufacturing . . . . . . . . . . . . . . . . . . . . .14

AW Direct . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

LDC Insurance . . . . . . . . . . . . . . . . . . . . . . . . .63

Boxes 4u . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

Lodar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

TowMate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Manufacturer Express . . . . . . . . . . . . . . . . . . .IBC

Towing Museum . . . . . . . . . . . . . . . . . . . . . .38, 39

Beacon Software . . . . . . . . . . . . . . . . . . . . . . . .21

Budget GPS . . . . . . . . . . . . . . . . . . . . . . . . . . . .54 Collins Dollies . . . . . . . . . . . . . . . . . . . . . . . . . .31

Lift and Tow . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Loganville Ford . . . . . . . . . . . . . . . . . . . . . . . . .60

Custer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4, 5

Marking Pen Depot . . . . . . . . . . . . . . . . . . . . . .63

Dan Messina . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Mike Keith Insurance . . . . . . . . . . . . . . . . . . . .54

Custom Built MFG . . . . . . . . . . . . . . . . . . . . . .17

Direct Equipment . . . . . . . . . . . . . . . . . . . . . . .62

Midwest Keyless . . . . . . . . . . . . . . . . . . . . . . . .30

Tom Tom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .IFC towbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Towing 123 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Tracker Management . . . . . . . . . . . . . . . . . . . . . .3

TRAO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Triple K . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

NA Bancard . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

United Plactic Fabricating . . . . . . . . . . . . . . . . . .9

ECM Performance . . . . . . . . . . . . . . . . . . . . . . .57

Ohio Power Systems . . . . . . . . . . . . . . . . . . . .56

VTS Systems . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Hal Kresser . . . . . . . . . . . . . . . . . . . . . . . . . . . .63

OMG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Dynamic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61 Flow Stop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Hide-A-Lift . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62 Holly's Message Service . . . . . . . . . . . . . . . . . .41

IAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

64

Nussbaum Equipmwnt . . . . . . . . . . . . . . . . . . .61

Omadi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Recovery Billing . . . . . . . . . . . . . . . . . . . . . . . . .29 Robert Young . . . . . . . . . . . . . . . . . . . . . . . . . . .61 RP Consulting . . . . . . . . . . . . . . . . . . . . . . . . . .51

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Virgo Fleet . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63 Weiss Insurance . . . . . . . . . . . . . . . . . . . . . . . . .63 Worldwide Equip. Sales . . . . . . . . . . . . . . . .58, 59

Wrecker Rentals . . . . . . . . . . . . . . . . . . . . . . . .50

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