American Towman Magazine - January 2010 by dortiz-towman

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When it comes to towing, no one oﬀers you more. Several chassis and body options available.

2009 Hino Model 258LP 220HP diesel engine, Allison automatic transmission, 19.5" tires and wheels.

21' Jerr-Dan 6-ton Steel Rollback 102" wide, removable rails, LED light bar, two 48" toolboxes, 3K wheel lift, 8K winch.

More performance. The Hino Model 258LP combined with the Jerr-Dan 6-ton steel rollback is ideally suited for any two-car carrier application. This economical and reliable truck offers exceptional ride and handling and best-in-class manuverability. The Jerr-Dan 6-ton carrier is virtually maintenance free and provides uncompromising strength.

More locations and service. Rush Towing Systems is your new Jerr-Dan dealer in Texas, Oklahoma and New Mexico. We’ve been in trucking for more than 40 years, and in that time, have earned a solid reputation for excellence, fairness, a positive attitude and solutions that exceed customer expectations. We offer the full line of Jerr-Dan bodies, including standard-duty wreckers,14 to 60 ton wreckers, and up to 85 ton rotators and aluminum and steel carriers.

877-661-4511 l 877-5RUSHTOW lusH

TOWING SYSTEMS L m ml www.rushtowingsystems.com

8810 IH-10 East, San Antonio, TX 78109 l www.rushtowingsystems.com Number 198 on Reader Card

FEATURE CONTENTS

Towmen of the Year These two Big Wheels from Massachusetts are teaching their peers the craft of getting paid for recovery work. By Jim “Buck” Sorrenti & Steve Calitri

Flying High for The Donnie

Departments LowDown . . . . . . . . . . . . . . . .7 News Share . . . . . . . . . . . . . . .8 Road Tools . . . . . . . . . . . . . . .12 AD Index . . . . . . . . . . . . . . . .16 Letters to the Editor . . . . . . . .17 Tow Amercana . . . . . . . . . . . .18 My Baby. . . . . . . . . . . . . . . . .40 Towman’s Market . . . . . . . . . .42 Adventures of A.T. . . . . . . . . . .45

Getting to this job called for an Indiana Jones. Read how these guys earned “The Donnie” for recovery excellence. By Chuck Ceccarelli

The Turnstile Syndrome AT’s Operations Editor Randy Resch tackles the age old problem of keeping your tow operators.

Photos by: Jim “Buck” Sorrenti, Ann Marie Nitti, Dolly Olson, Chuck Ceccarelli Cover Design by: Ann Marie Nitti

TOWMAN.COM - January 2010 • 5

You Are A Professional! Now when you subscribe – you not only receive useful intelligence each month from American Towman Magazine, you also become a member of towing’s premier network, THE “AMERICAN TOWMAN PROFESSIONALS.” S d E?? Y G nCG

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As a subscriber and privileged member – you receive these exclusive benefits: 1) The American Towman Professionals embroidered insignia 2) Free advertising on the National Road Service Registry at www.wrecker.com – used by fleet accounts, motor clubs, police… 3) The Official Certificate of Membership – for your wall. 1

Plus These Benefits: * An official copy of Standard Rates & Practices for display---towing services are explained and tow rates are compared favorably to average rates of other trades. * The Professionals’ Health Insurance Program (optional), exclusive to members – with programs that offer significant savings * Exclusive access to updated versions of the National Standard for Rotation Systems - helping you and your town board to establish fair towing rotation. * Exclusive access to the Tow Operator Recruitment Brochure & Application: designed to help you hire applicants who are best suited for towing and recovery.

Call 1-800-READ TOW (800-732-3869) Or go to www.wrecker.com

We Will Persevere

he new year brings us a full range of conditions and emotions. We face challenge, crisis and loss, and still joy, passion, and hope. We find the hope through faith in God or simply in the belief that by moving forward, things will get better. Fortunately throughout it all, we see people with smiles on their faces. We also come across people whose minds are always working to make things better, personally and professionally. I was speaking to Wily T. Mann the other day, one of our field writers who finds ingenious ways to solve problems. In the past year he downsized personnel and his business is operating more efficiently at less cost. Facing the same problems as most of us have, he has made moves to cope and become stronger (more from Wily in a future issue). In this issue, Randall Resch is trying to make things better by talking about driver retention. The pool of licensed truck drivers is wider and deeper than ever due to trucking industry layoffs. It’s been easier to find qualified candidates to train in towing and recovery, but keeping the good ones remains the challenge of the day. See page 36. Our Towmen of the Year, Bob and Eric Fouquette of Big Wheel Towing and Recovery have been making an impact in educating tow bosses to set an appropriate value for services rendered and then billing the towing or recovery job in a way that preempts dispute and assures payment. Their reputation and work in this area has

reverberated throughout the industry. Here are two guys trying to make things better, and their actions may well snowball and change the way our industry does business. The men behind Big Wheels are known for their hard nosed, shrewd tactics, yet it should be reported that during the interview with them, a fellow drove up to claim his Chevy S10 pickup that had been towed in earlier in the week. He appeared down on his luck. He did not have the $150 impound fee but needed his truck to get to work. Bob stood and listened to the young man, then handed him the keys and said, “Get to work and Merry Christmas!” Another set of men who have set an example are the light duty winners of the Donnie Cruse Recovery Awards. Check it out; they used a helicopter in this one. Then the Towman of Yesteryear (see Tow Americana); this man was raising the bar of professionalism six decades back and his example, brought to light in these pages, will inspire tow business owners today. This is an industry that works in the face of tragedy and struggles through a litany of economic challenges. We do not let tough financial times get us down. We say silent prayers for those who have fallen. We move closer to those souls warmed by the smiles that hold us all up. Then we too muster a smile and call upon the great spirit within us until, sooner or later, we make things better.

***************************************************** Publisher Dennie Ortiz-Sorrenti Editor-In-Chief Steve Calitri Operations Editors Terry Abejuela Randall Resch Chassis Editor David Kolman Contributing Editors Chuck Ceccarelli Randy Olson Jim “Buck” Sorrenti Editorial Board Tommy Anderson, Dallas, Texas Roy Carlson; St. Paul, Minn. Gary Coe; Portland, Ore. Frank Child; Cody, Wyo. Belinda Harris; Greensboro, N.C. Amado Llorens; Hialeah, Fla. Ron Mislan; Warren, N.J. Chuck Swider; Chicopee, Mass. ********************************************************** Art Director/Production Manager Ann Marie Nitti Graphic Manager William Burwell Advertising Sales Manager Dennie Ortiz-Sorrenti Senior Account Executive Ellen Rosengart VP of Accounts Norma Calitri VP of Communications Neila Kennedy Internet Developer Henri Calitri ***************************************************** American Towman Network, Inc. President Steven Calitri ***************************************************** Headquarters 7 West Street, Warwick NY 10990 800-732-3869 or 845-986-4546 Fax: 845-986-5181 ***************************************************** E-mail: Publisher: dsorrenti@towman.com Editor-In-Chief: scalitri@towman.com http://www.towman.com Copyright ©2010 American Towman Magazine is published 12 times a year by American Towman Network, Inc. U.S. Subscription: $50–1 yr; $95–2 yrs • US $65 and $105 • International

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

TOWMAN.COM - January 2010 • 7

Incentives for Tips As if private lot towers weren’t getting enough of a bad rap, a news station exposed a Lynnwood (Wash.) tow company giving gift cards in exchange for tips on cars to tow. Now, an ordinance in the making will prohibit the practice. Rep. Sam Hunt, D-22nd Dist., said that this towing company is putting a bounty on every car. "I think this sets up a real predatory system of towing and hunting, basically," he said. "I've got staff working on a draft of a bill that would prohibit such activities." Property managers say the towing company referred to offering gift cards – some worth hundreds of dollars – to them in exchange for calling in multiple tows from their lots. "When I heard this story – that people are getting kickbacks and trolling around looking for these kinds of circumstances – that really incensed me!" said one car owner who was towed from a parking lot. Fliers given to property managers advertise the incentives offered. Three tows earns a tipster $50 in gift cards. Five impounds is worth $100, and the tow company will pay out $250 in gift cards for nine tows. Source: komonews.com

DewEze & Chelsea Partner DewEze Hydraulics has announced a partnership with Chelsea to supply all models and makes of PTOs to the truck equipment market. This partnership will allow customers to purchase all their hydraulic needs in one phone call. Whether you have a 29 foot aerial or a 60 foot aerial with a digger derrick, an auto loader or a 50-ton rotator, or if you just have a plow or a complete central system with pre-wet, DewEze covers the full range. DewEze and Chelsea are recognized for their quality products and this partnership gives relevance to the one source hydraulic purchasing market. 8 • January 2010 - TOWMAN.COM

The Legendary Herd Neither the Beatles, Elvis, the NY Stock Exchange, or the Yankees, have had such a successful run as America's most colorful and dynamic convention and trade show, the American Towman Exposition. Another record crowd visited Baltimore’s Harbor and stampeded the gates of its Convention Center for the show's Saturday opening. "Last year's stock market plummet and bank crisis couldn't put a damper on towers coming to Baltimore, and neither could this year's rough econ-

omy," said Doc Calitri, president of AT Expo. "The show exceeded everyone's expectations once again. AT doffs its cap to the resiliency of the towing professional." According to Calitri, the show encompassed over $100 million in business transactions, from equipment purchases to motor club dealings. The wrecker and carrier manufacturers reported a brisk sales activity on the floor. Over 11,000 industry professionals were counted across the three and a half day event.

B/A Products

One Smokin’ Weekend B/A Products Co. held its 3rd annual Open House on Friday, November 20th, 2009. In addition to factory tours the primary accessory manufacturer demonstrated how its chain, web and cable assemblies are made and tested. The day was topped off by a charity auction, held in conjunction with Wes Wilburn, to benefit the Towing Museum and Survivor Fund. Because of the generosity of the auction participants B/A was able to raise $5,000 for this cause. It was a busy week for the manufacturer, located on the outskirts of Baltimore, Maryland. That same day, B/A sponsored Calitri’s Cuba, the

annual cigar smoker held at the Havana Club just a few blocks from the Baltimore Convention Center. B/A then exhibited at the American Towman Exposition the next two days. “We had a really nice turnout for our open house,” said B/A Vice President of Sales Chip Kauffman, “And the turnout at the Exposition was great. We had a strong show.”

. . . Over $100 million transacted during AT Expo . . . Tragic Loss for Motor Club Executive On Friday, November 20th, Allstate Roadside Services executive, Rex Dunn, lost his wife, Andrea, and in-laws, John and Margaret McIlvain, following a car accident in Texas. His young daughter was also in the vehicle and was taken to the local Children's hospital and is recovering from minor injuries. Dunn received the horrible news in Baltimore while preparing for the American Towman Exposition. He flew immediately to Dallas, as word spread throughout the weekend, leaving many to ponder the tragic turn of events for the youthful executive and father. Mr. Dunn’s loss was mentioned in the preamble to the traditional moment of silence held before the March of the Heroes at the Exposition's Festival Night, while towers in the audience remembered those in our industry who had recently fallen.

Private Tow Fee Study The Texas Legislature has given the Texas Department of Licensing and Regulations (TDLR) authority to set maximum rates that may be charged for private property tows. As a result of that legislation, TDLR has contracted with Morningside Research and Consulting to conduct a study to determine maximum rates for private property tows. This project is now underway. TDLR is gathering private-property towing tickets from a random sample of 90 towing operators across the state. Towing operators are receiving a letter requiring the submission of financial information in order to complete a cost analysis. Other activities will include focus groups with towing operators.

State Vs. Town on Rates

Some Columbus, Ohio tow truck companies have justified steep towing rates by pointing to fees listed in the Columbus city code. The problem is, state law prohibits local rules governing tow trucks.

The state law allows towing companies to charge as much as $90 for towing cars from private lots and a $12 per day storage fee. However, some companies have continued to point to the city code section that sets rates at $125 for towing and $18 for storage. Columbus City Council planned to vote to dump its regulations concerning tow truck operators, but the legislation was tabled after the city and others continue to work with state Rep. Tracy Heard, D-Columbus, over her proposed towing regulations that would provide some regulatory authority to cities.

Matheny Motors Parts Goes Online Matheny Motors parts department is now available online and is a one stop shop for towing and recovery equipment and accessory needs. The Parts E-Store is accessible through the company’s website, www.mathenymotors.com, or can be accessed direct at shop.mathenymotors.com. Created to meet customer’s demands, the format and ordering process is simplistic, yet the content will hold up to the demands of the most experienced tower. The E-Store will allow Matheny Motors to interact with customers more efficiently and effectively. Coupon codes and additional discounts will be available, and a quarterly e-newsletter will allow enhanced communication with their customer base. Matheny Motors has been in business since 1922 and has four locations in Parkersburg, W.Va; Marietta, Ohio; Woodbridge, Va.; and Mineral Wells, W.Va

TOWMAN.COM - January 2010 • 9

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6ISIT ONE OF THESE PARTICIPATING (INO DEALERS TO LEARN MORE ABOUT THE FASTEST GROWING MEDIUM DUTY TRUCK MANUFACTURER ARIZONA PHOENIX Rush Truck Center 602.272.7611 bankt@rushenterprises.com CALIFORNIA FONTANA Rush Truck Center 888.362.1133 www.rushtruckcenter.com camarenaj@rushenterprises.com UNION CITY/HAYWARD Monarch Truck Center 510.476.0680 www.monarchtruck.com sales@monarchtruck.com

FLORIDA FT. MYERS Tri-County Truck & Equipment 239.690.4900 www.tricountytruck.com trucksales@tricountytruck.com •Dynamic, Miller

FLORIDA continued POMPANO BEACH Tri-County Truck & Equipment 954.971.4022 www.tricountytruck.com trucksales@tricountytruck.com •Dynamic, Miller

ILLINOIS continued CHANNAHON Mack of Joliet 815.521.1900 www.ustrucksales.com gherdzina@ustrucksales.com

MASSACHUSETTS LUNENBURG Chapdelaine Truck Center Inc. 800.395.5800 www.chaptruck.com askus@chapdelainegm.com •Jerr-Dan

NEW JERSEY ATLANTIC CITY Quality Truck Center 609.965.9200 www.qualitytruckcenter.com corrined@qualitytruckcenter.com •Jerr-Dan

JACKSONVILLE Rush Truck Center 813.361.1199 www.rushtruckcenter.com shafferd@rush-enterprises.com •Jerr-Dan

WEST PALM BEACH Tri-County Truck & Equipment 561.712.1190 www.tricountytruck.com trucksales@tricountytruck.com •Dynamic, Mille

SUMMIT Chicago Mack Sales & Service 708.594.5151 www.ustrucksales.com gherdzina@ustrucksales.com

MINNESOTA MINNEAPOLIS/ST. PAUL ALLSTATE SALES & LEASING CORP. 877.343.HINO (4466) www.allstatepeterbilt.com

LYNDHURST Frank’s Truck Center 201.939.7708 www.frankstruckcenter.com ckoumoulis@frankstruckcenter.com

MIAMI TruckMax 305.777.9000 www.truckmax.com dshelow@truckmax.com •Century, Challenger, Champion, Vulcan, Holmes, Chevron, Eagle

ILLINOIS ALSIP Chicago Truck Sales & Service 708.371.7010 www.ustrucksales.com gherdzina@ustrucksales.com

MAINE PORTLAND O’Connor Motor Company 800.464.6225 www.oconnorwheels.com dan.doron@oconnorwheels.com •Jerr-Dan, Century

NEW HAMPSHIRE ROCHESTER Rochester Truck 800.335.2085 www.rochestertruck.com hulk@rochestertruck.com •Miller, Chevron, Jerr-Dan, NRC

TEXAS SAN ANTONIO Rush Towing Systems 877.5RUSHTOW www.rushtowingsystems.com wilkinsong@rush-enterprises.com •Jerr-Dan

&OR MORE INFORMATION VISIT WWW HINO COM

FIINO Number 142 on Reader Card

Group Company

Check Out What’s NEW and HOT!

Century Hitches To A LoneStar

Heavy Duty Steer Lock Heavy Duty Steer Lock from Bickford Tools, Inc. out of Afton, Okla. is a tool designed for heavy duty tow trucks. This tool clamps to the leaf spring and to the tie rod of the steering axle on a heavy or medium duty truck for towing from the rear to prevent road walk. Heavy Duty Steer Lock is made from alloy steel and heat treated to give it strength and durability. It features a bright powder coat finish for corrosion resistance and high visibility. Designed with no parts to detach, one standard wrench and a few minutes are all the operator needs for installation. The purpose of the product is to provide more secure towing conditions for operator peace of mind and for public safety. For more information contact: geneschmeling@sbcglobal.net Number 200 on Reader Card

Scale on a Lift by Mohawk Mohawk's weight gauge is a scale on the lift and is available for all Mohawk two post & mobile column lifts from 7,000 to 30,000 lb. capacities. Mohawk’ s weight gauge shows the weight being lifted by each column or the entire load. Weight gauges are available for all columns to determine total vehicle weight. The weight gauge is a diagnostic tool that serves many different purposes in a shop. Should customers complain of poor mileage or short brake pad life, knowing the actual weight of the vehicle will assist techs. The weight gauge will show no weight when the tech is properly using the lift and lowering the vehicle on to the lift's mechanical safety locks. For certain applications the weight gauge can be used to verify a balanced load from side to side as well as being used to verify that the lifts are being annually tested to capacity. The weight gauge will also verify that the lift is not being overloaded.

www.mohawklifts.com Number 201 on Reader Card

Peterbilt Introduces The New Model 348 The Pete 348 is a multi-dimensional performer with a GVW beginning at 35,000 lbs. and optional capacity ratings to suit almost any speciality vocation. It’ s available in truck or tractor configurations and offers critical vocational options such as FEPTO, REPTO and application specific transmissions including a hybrid configuration designed for utility service. The Model 348 is available with two powerful and fuel efficient PACCAR engines. In the hybrid configuration, the PACCAR PX-6 engine (280 hp) offers the highest horsepower to weight ratio in the industry while the PACCAR PX-8 engine (240 – 380 hp) provides 1,050 lb-ft or torque for heavier loads. The Model 348 is constructed of an all-aluminum cab that is lightweight for fuel efficiency and corrosion resistant for durability. The new lowered and slanted side window beltline which increases the view outside the passenger side window, as well as a lowered dash sightline, has contributed to an overall 17 percent improvement in side window visibility providing a better view around the jobsite. The Model 348 is available exclusively with air brakes for heavy duty configurations and a wide range of suspension and vocational options in both single and tandem axle configurations.

www.peterbilt.com

fter months of collaboration between engineers at both Miller Industries and Navistar as to the proper frame, suspension and power train requirements, Navistar rolled out a new day cab LoneStar equipped with a CENTURY© 25-ton integrated towing and recovery unit at the recent American Towman Exposition in Baltimore, Maryland. Since its recent introduction, several LoneStars have been previously outfitted with towing and recovery units but the chassis required extensive modifications for mounting of the equipment. Vince Tiano, Miller Industries V.P. and Director of Chassis, said, “The initial feedback from towers about the new LoneStar was very positive, and now with the right specifications, given International’s strong market share in the class 6 chassis, we felt the LoneStar would be a natural fit in the Class 8 market. They have placed additional orders for the towing and recovery spec’d LoneStars that are available through Miller Industries distributor network.”

The new day cab LoneStar specifications provide a 309” wheelbase with a 14,600 lb. front axle and springs along with 46,000 lb. Hendrickson rear air suspension and 40,000 lb. rear axles. The chassis is powered by a Cummins ISX-500 horsepower engine with an impressive 1650 lb-ft torque and a Fuller 18speed transmission. Jesse Averhart, Vocational Marketing Manager for Navistar said, “The traffic was brisk throughout the entire show with towers asking questions and taking pictures of the new LoneStar and we are confident that it will be successful in gaining class 8 market share in the towing and recovery industry.” To learn more about the LoneStar, visit www.internationaltrucks.com or to order a new LoneStar with a CENTURY© or VULCAN© towing and recovery unit, visit your local Miller Industries distributor. www.millerind.com

www.internationaltrucks.com Number 203 on Reader Card

Number 202 on Reader Card

12 • January 2010 - TOWMAN.COM

TOWMAN.COM - January 2010 • 13

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HOUSTON : There ' s a R e a l l y Bright Star up Here .. .

TOliJ EXPO I N T ' L

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ACTION PAGE AD INDEX Page #

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FAX To: 888-847-6035 Page # RS#

Access Tools & Equipment

102

Hino Motor Sales USA

Akins Body & Carrier Sales

126

Alex Lyon & Son Auctioneers

B/A Products

10,11

142

Intek Truck Eq. Finance & Lease

145

January 2010

155

Lift and Tow

139

108

Minute Man Mfg., Inc.

166

Century

2,3

143

New England Truckmaster

171

Danco Products

110

Purpose Wrecker Sales

212

Dynamic Towing Equip. & Mfg. 48

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Equipment Sales & Service

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Rush Towing Systems

198

Equipment Sales & Service

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RV Cams

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Florida Independent Tow Show 38

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Tow Expo Int’l

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Worldwide Equipment Sales

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16 • January 2010 - TOWMAN.COM

Form is valid for three months.

Police Chief “Impressed” by Towman Order, March of Heroes I was there that night at the presentation and dinner after nominating Bob Dirkes for the Towman Order. I write to you also that I was very impressed with the ceremony and the Hero awards and grateful, as a local police chief, to have been included. I learned something. I sat there thinking about the recognitions systems that we in law enforcement have in place. We have a mechanism for identifying and recognizing police officers. And a mechanism for recognizing private citizens and volunteer EMS and Fire service providers for exemplary acts. I realized that night, though, that the tow operators and our Public Works employees are two groups of emergency service providers that reside in the blind spots of law enforcement leadership. I can think back to many scenes where our tow operators have performed exceptionally, or with un-required compassion toward victims, or extra cooperation with police, scenes and performances that I never thought at the time to publicly recognize. I was remiss. I am fixing that by amending our Awards and Recognition policy. I was both gratified, and chastened, by my attendance at the Towman Order and Festival Night. I have a better appreciation for the work done by those tow operators I have worked side-by-side with for 25 years, simply because I attended the dinner. Chief Jay McKeen Township of Hamilton Police Department Mays Landing, N.J.

Kudos on Baltimore I would like to take the time to Thank You for having such a wonderful tow show! I have grown up in this industry and have been to many Tow Shows and with this being my first American Towman Expo in Baltimore. I was truly amazed at the grand scale of this event. The atmosphere was awesome and the people that helped out from the t-shirt booth down to the hostesses were very courteous. The Donnie luncheon was a great experience and I will most definitely participate again next year. I am glad to see such an event take place and again I thank you for such hospitality. Patrick Zozaya Ewing Bros., Inc. Heavy Duty Supervisor Las Vegas, Nev.

SCRANTON (THROOP), PA COMPLETE LIQUIDATION

AUCTION Bolus Truck Parts & Towing 15 LATE MODEL TRUCK WRECKERS, 25 TRUCK TRACTORS, 160 VAN TRAILERS, 25 CONTAINERS

Enormous Amount of Engines, Transmissions, Rears & Large Quantity of Parts Trucks.

Saturday, JANUARY 16 @ 9:00 A.M. NOTE: The owners of Bolus Truck Parts have decided to liquidate this fine, long time established business and pursue other interests to keep them occupied.

HILITES:

13 WRECKER TRUCKS: 2008 Peterbilt 389 (tri.), 2000 Peterbilt 379 (tri.), 2007-1988 Peterbilt 379 (t/a), 1995 Peterbilt (t/a), 2007 Kenworth W900 (t/a), 2000 Kenworth T800 (t/a), 1988 Freightliner (t/a), Volvo White (s/a), 1986 Int’l. (t/a),1980 Ford 9000 (t/a), 1977 Ford F350 Custom (s/a), (t/a) w/ dual Garwood Winches, ROLLBACK TRUCKS: 2005 GMC C5500 (s/a), 1995 Int’l. 4700 (s/a), 10 DUMP TRUCKS: 1995 Peterbilt 379 (tri.), Peterbilt (tri.), Mack (tri), Mack (t/a), (2) Ford 9000 (t/a), International 210 (t/a), Autocar (tri.), 1988 Marmon (tri.), 23 TRUCK TRACTORS: 2007 Peterbilt (tri.), 1995 Peterbilt 378 (t/a), Mack CH612 (s/a), 2000 Kenworth W900 (t/a), 2005 Kenworth T800 (t/a), Kenworth T600 (t/a), Kenworth T2000 (t/a), 2008-2003 Freightliner Columbia (t/a), 2000 Freightliner FLD12064ST (t/a), 1998 Freightliner (t/a), 1996 Freightliner (s/a), 2000 Int’l. 9200 (t/a), 2006-2000 Volvo (t/a), (2) Volvo (t/a), 1997 Volvo (s/a), Volvo White (s/a), 1996 Int’l. 9200 (s/a), Int’l. 9200 (s/a), 3 VAN TRUCKS: 1995 Chevy Kodiak LoPro (s/a), 2001 Freightliner Fl70 (s/a), Mack Cab Over 24FT., 6 SERVICE TRUCKS: 1995-1994 Chevy Cheyenne (s/a), 1999-1998 Ford F550XL Super Duty (s/a), 1997 Ford F Super Duty (s/a), Ford F Super Duty (s/a), 5 PICKUPS: Ford Ranger XL, Chevy 1500 Silverado (4x4), Chevy Silverado (4x4), Chevy Custom Deluxe 20, Chevy (4x4), VANS: 2003 Ford E250, CAB & CHASSIS: Int’l. 4700 (s/a), Nissan UV (s/a), AUTOMOBILES: Volkswagen Passat, (2) Volkswagen Jetta, MOTOR HOMES: 1978 Winnebago D26RT 26ft., 167 VAN TRAILERS: 1973 American Trailer 42ft. (t/a), 1993 Dorsey AIDTLS (t/a), Evans Monon 48ft. (t/a), 1990-1987 Fruehauf FB9 (t/a), 1983 Fruehauf FT8 (t/a), (2)1987 Fruehauf PG9 (t/a), Fruehauf 48ft. (t/a), Fruehauf (t/a), Fruehauf (s/a), 1993 Great Dane 53ft. (t/a), Great Dane 53ft. (t/a), 2000 Stoughton 53ft., (2) Stoughton 53ft. (t/a), 1993 Stoughton 48ft. (t/a), (6) 1995 Strick 48ft. (t/a), (29) 1994(30)1993 -(4) 1992-1991-1990-1986-1985 Strick 48ft. (t/a), (4) Strick 48ft. (t/a), 19931992 Strick 45ft. (t/a), Strick 45ft.(t/a), 1993-1982 Strick 30ft. (s/a), Strick 30ft.(s/a), (8) 1994 Strick 28ft. (t/a), 1994-1992-(2) 1991 Strick 28ft. (s/a), Trailmobile 53ft., 19841978 Trailmobile 48ft. (t/a), 1974 Trailmobile 45ft. (t/a), 1990 Trailmobile 42ft. (t/a), Trailmobile 42ft. (t/a), 1997-(2) 1992-1991 Wabash 53ft. (t/a), (2) Wabash 53ft. (t/a), (2) 1996-(2) 1995 Wabash 48ft. (t/a), Wabash 48ft. (t/a), (3) Wabash 30ft. (s/a), (4) 1998-(6) 1997 Wabash 28ft. (s/a),Wabash Remanufactured 28ft. (s/a), 1986 Theurer 48ft. (t/a), 1995 Hyundai 48ft. (t/a), 1983 Kentucky 48ft. (t/a), (3) 1996 Monon 48ft. (t/a), 1991 National P102, 1996 Pines 53ft. (t/a), Pines 53ft. (t/a), (3) Pines 48ft. (t/a),1989 Pines 30ft. (s/a), (6) Pines 30ft. (s/a), (2) Pines 28ft. (s/a), 1993 Road Systems 30ft. (s/a), (2) 48ft. (t/a), 28ft. (s/a), 14 REFRIGERATED TRAILERS: (2) 19981997 Great Dane 7211 48ft. w/Thermal King Units (t/a), 1992 Great Dane 701 w/ Thermal King (t/a), (4) Great Dane 48ft. w/ Thermal King Units (t/a), Dorsey LPGARD (t/a), 1996 Wabash RSA10215 (t/a), 1984 Timpee Inc. (t/a), 1996-1990 Utility VS2R w/ Thermal King (t/a), Utility 48ft. w/ Thermal King (t/a), 9 EQUIPMENT TRAILERS: 2009 Dorsey 35ton (t/a), 1999 Landoll 660W (t/a), Landoll 48ft. (t/a), 1999 Ravens 48ft. (t/a), Ravens 48ft. (t/a), Ryder 48ft. (t/a), 2000 Take Three Trailers Inc. (tri.), Trailmobile 45ft. (t/a), 1984 48ft. (t/a), 5 TAGALONG TRAILERS: 2001 John Pepper Welding 14ft. (t/a), Load Trail (t/a), 16 1/2ft. (t/a), 14ft. (t/a), 12ft. (t/a), 2 UTILITY TRAILERS: 1994 Silver Eagle CST20W (s/a), (t/a), FLATBED TRAILERS: 1999 Ravens (t/a), TANKER TRAILERS: 1985 Polar Tank (t/a), STORAGE TRAILERS: 2000 Trailmobile (t/a), 2 DUMP TRAILERS: City 27ft. (t/a), 40ft. (t/a), PARTS TRUCKS: (2) Peterbilt 378 (t/a), Peterbilt 377 (t/a), 1984 Peterbilt 359 (t/a), (2) Peterbilt (t/a), (6) Peterbilt (parts), 2001-1997-1996-1995 Freightliner (t/a), (2) Freightliner (t/a), 1993 Freightliner (s/a), Freightliner Cab Over (t/a), Freightliner Century Class, (5) Freightliner (t/a), (2) Freightliner (Parts), Kenworth T2000 (t/a), Kenworth T2000, Kenworth W925 (t/a), Kenworth W900 (t/a), Kenworth T600D (t/a), Kenworth (t/a), Kenworth (parts), Intl. 9900 (t/a), Int’l. 8600 (t/a), 1995 Volvo (t/a), (4) Volvo (t/a), Volvo (s/a), Volvo (parts), Western Star (t/a), White/ GMC (s/a), Ford Bronco (4x4), GMC General (t/a), TRUCK PARTS & Misc. ACCESSORIES: (5) Various Cab Assemblies, (24) Various Truck Tractor Cabs for Peterbilt-Freightliner-Volvo-Int’l., (20) Stripped Truck Tractors- Dump Trucks- Service Trucks-Wreckers, Tandem axles, (30) Stripped Volkswagen PassatsJettas-Golfs, Qty. Hoods- Fenders- Exhaust –Doors- Window Frames, Aluminum Wheels, Water Pumps, Running Boards, Tool Boxes, PARTS MACHINES: Unic Corp. K30P, ENGINES: Cat 3176-3406 Diesel, Cummins N14 Diesel, Detroit 60-B6 Diesel, Mack EM7 – 6 cyl. Diesel, RUBBER TIRED LOADERS: JCB 416, Michigan 125, CRAWLER LOADERS: Cat 973, TELESCOPIC FORKLIFTS: Cat TH350B, 12 FORKLIFTS: Cat GC25, (2) Komatsu FG20, (2) Toyota 42-6FCU25, (2) Mitsubishi FGC20, Clark GCS20I, (2) Daewoo GC25S, Hyster H330B, Yale 4,000lb., WELDERS: Hobart TR500, ATTACHMENTS: Excavators: New 3500-4800-5600 Thumbs, Skid Steers: Hay Spears, Grapples, Tree boom, New Stump Buckets, Forks, Buckets, OFFICE EQUIPMENT: Chairs, File Cabinets, Desks, SUPPORT EQUIPMENT: 4500lb. jack, Carrier & Thermal King Refrigeration Units for Trailer, Elston Catalytic heater, Pressure Washers, Poulan- White Snowblowers, Shelving, Doors, Pallet Racking, Acetylene Hose, Tarps, Portable gas Tanks, Misc. Hardware, New & Used Tires for Trucks. DIRECTIONS: From I-81 South: Merge N Blakely St./ PA-347 S via exit 188 toward Dunmore, left at Jessup St., right on N. Apple St.., right on Sherwood Ave., right on N. Blakely St./ PA-347 for 1.3 miles. Continue to follow PA-347 N. Slight right on Sanderson St.. Sale site is on the right. Address: 922 Sanderson St., Throop, PA 18512.

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ALEX LYON & SON Sales Managers & Auctioneers Bridgeport, NY Phone: (315) 633-2944, Fax: (315) 633 -8010

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Number 155 on Reader Card

Yesteryear’s American Towman Trailblazed Professionalism by R.W. Noslo

Dick Olson, left, with his tow operator, Guy Smith, before a 1956 2-ton 6400 Chevrolet wrecker (Holmes 525 twin boom) purchased from Burgess Chevrolet in Tower, MN for $3500 on Feb. 6, 1961 (12,000 miles on truck).

ick Olson returned to his hometown of Virginia, Minnesota, a town of about 10,000 people, 100 miles south of the Canadian border after serving in the U.S. Army during the occupation following World War II. Before enlisting, Dick had worked in his father’s gas station. Upon returning he decided to venture out on his own and opened Dick’s Conoco Service. Besides having a full service station, Dick also trapped minnows and sold fishing bait. One day the local auto parts salesman, that in the early days sold all sorts of automotive tools, including towing equipment, convinced him to buy a Canfield wrecker to mount in the back of the Chevrolet pickup that he hauled minnows with. Dick was convinced the wrecker would be a natural to utilize the truck when he wasn’t hauling live bait, especially in the long cold winters. From there the towing business quickly grew and Dick’s Conoco became a AAA contractor and a second, larger wrecker, a 1952 Ford with a HOLMES© 525 was purchased. Dick continued to grow the towing business and soon added a third wrecker along with another service vehicle. He towed for all the local law enforcement agencies as well as specializing in dealership towing. Like so many towing businesses, Dick’s Conoco was a family business, Dick’s wife Dolly dispatched and did all the bookwork as well as drive a wrecker if they were short handed. Dick and Dolly had two sons who both grew up working in the business, the eldest, Rick, who is a pharmacist and Randy who is presently Vice President of Marketing for Miller Industries. The day Randy was born, Dick, being a hardworking and dedicated tower, TOWMAN.COM - January 2010 • 19

20 • January 2010 - TOWMAN.COM

Dick Olson was quite a promoter in his day and knew how to get attention (above). Sometimes attention just found him and his sons, Rick and Randy, the little guy – like when their wrecker bagged this bear (left). Getting more mileage out of the bear tow (below).

dropped Dolly off at the hospital in the tow truck on the way to a call. Dick believed in providing fast, courteous service with radio-dispatched trucks equipped with the latest equipment. Drivers wore clean uniforms and the trucks were washed at the end of each shift. Dick’s handled a wide variety of calls from heavy equipment and trucks from the local iron ore mines to hauling vehicles that hit wild game such as deer or moose. It seemed like Dick's was the first that got called for a variety of odd jobs; unloading printing presses and large commercial bakery equipment, moving safes, setting telecommunication satellite dishes, recovering airplanes that had gone down after hit ting power lines, planes that landed in one of the many lakes and even relocating a large log out house for the Forest Service. Dick's always got the job done.

TOWMAN.COM - January 2010 • 21

Dick Olson was a Holmes man, as were the majority of towers during the early and mid 20th Century.Holmes models 400 RW and 525 twin boom above. Left, Dick in a promotional photo.

One of the more unusual calls was one late fall evening in 1965 when the police ordered a wrecker to tow in a bear. It had been reported earlier that the bear was on the loose wandering around the downtown business district. When the bear was spotted digging in a dumpster at the local bakery, a police office fearing for public safety drew his service revolver and shot the bear several times in the rear, which only made the bear angry. With the bear now in pursuit, another officer

managed to get out his shot gun and drop the bear with three rounds. With a bear laying in the street that had stood over 6 feet tall and weighed over 500 lbs, the police ordered a tow to haul the bear away. As is the case that so many towers run into, no one wanted to pay the tow bill. In this case Dick chose to literally take it out of the customer’s (the Bear) hide and had the bear made into a rug. The bear rug to this day is on display in Virginia, Minnesota with the local historical society as, "The Bear

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That Terrorized Virginia." Dick’s was very well known for a variety of promotions that included decorating the station for all holidays and having trucks in all the local parades which even included a 1922 wrecker. Despite the fact the trucks were outfitted with a multitude of emergency lights and operators used road flares, the rural roads provided dangerous working conditions. Dick was struck three different times during his career once along with his son Randy by a drunk driver. Injuries from that crash changed Randy’s career path from taking over the family business. Though still having the love and passion for the towing trade that his father instilled in him, Randy went to work for a distributor selling Holmes towing equipment. After forty years, Dick and Dolly decided to close the business and retire. Dolly passed away shortly after a long battle with cancer. Dick continues to keep up with the industry and enjoys visiting with other towers that he has worked with over the years. It can probably be said that no tow boss today has anything over this American Towman when it comes to professionalism and that can-do spirit that is the hallmark of this industry.

ST R]BU BIA Products Co. would li ke to t h a n k everyone w h o attended our 3rd A n n u a l Open House. Each year our open house gets bigger and better and we have all of you to thank. We were able to raise $5000 during our auction to benefit the Tow Museum & Survivor Fund. Thank you for all of your support and we look forw a rd to seeing you all again next year! Number 108 on Reader Card

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TOWMAN.COM - January 2010 • 23

TOWMEN OFF THE YEAR Two Big Wheels Teach Toweers The Game Of Getting Paid

Eric Fouquette

Big Wheel Towing and Recovery of East Freetown, Mass. has built a reputation for setting profitable rates and getting paid for the work they perform. In an industry notorious for undervaluing its services and being lax in its billing practices, Big Wheel stands out like a diamond in the rough. Lately its reputation has been spreading like wild fire through the internet and on popular message boards like Tow 411.net – word of mouth fueled by tow bosses who have signed on for full-day seminar sessions that the company owners have conducted since the summer of 2009. “The inspiration for these classes came from the numerous calls and e-mails we received and from responding to questions we fielded on the Tow411 message board,” said Bob Fouquette, the family patriarch and owner of Big Wheel. “Seeing both the interest and the need, and at the urging of my son, Eric, we started doing classes teaching billing techniques.” Both Bob and Eric team up to instruct each class. They teach remediation of the accident scene, the proper way of writing a recovery invoice, billing liability insurance, billing for vehicles that only have property damage coverage, and obtaining payment from insurance companies. Through it all, tow business owners taking the class are encouraged to place a value on every aspect of the work being done. The response to what the Fouquettes have to offer has been strong enough to inspire them to start a new company altogether that offers billing services to the towing industry, employing the very methods and tactics they preach in their class. Recovery Billing Unlimited Inc. was created to be the billing arm for any given towing company, and particularly for those who have experienced difficulties in billing and collecting on recovery jobs. The service may well be an industry first. For their efforts to reach out and share their successful practices in a way that is having a significant impact on tow businesses across America, Bob and Eric Fouquette are being recognized by American Towman Magazine as Towmen of the Year. The choice of this selection will no doubt be controversial to some. The Big Wheel boys have garnered a reputation of being shrewd businessmen. Administration fees and accident cleanup are customarily itemized on their bills. They know how to turn a nonconsent call into a consent tow and to get assent for bringing the most efficient machinery to the job, which is usually the most expensive unit, the rotator. Big Wheel is commonly recovering automobiles with its rotators and billing out a minimum of $5000 for work by one tow operator that might take under an hour to perform. To towers who shoot from the hip when setting rates, who send out sketchy invoices that the receiver questions, and who do not own a rotator, Big Wheel may appear to be operated by masked men. To other towers who have set high standards and who understand they are in business to turn a profit, the folks at Big Wheel are heroes.

Tow business owners learn their first lesson about why Big Wheel is successful when signing up for one of the billing classes. The fee is $1500 for the eight hour session. A steep price in many circles. Yet no one is twisting the arms of class participants who pay the fee just as a trucking company or insurance company pays a recovery bill after reading over a meticulously itemized invoice that justifies every expense. Still, $1500? A towing and recovery training weekend class is less then half that amount. Is the tuition justified by any measure? “Any other training institute, such as WreckMaster, TRAA, or TowMaster, does not teach these classes,” explained Eric. “They teach you how to tow and recover the proper way. This is a business course and we teach you how to make money.” “The fee is recouped with your first job…once you learn how to properly write a bill and charge what your services are worth. We show you how to earn more money.” “In discussing the class fee,” said Bob Fouquette, “other items should be mentioned. The $1500 tuition covers the company owner who may also bring a guest, which is usually the accountant, bookkeeper, manager, or a partner. The full day class starts at 8:30am and runs all day, roughly eight hours. The classes are catered and include special guest speakers from insurance companies and attorneys who field legal and liability questions. We are on call 24/7 to answer any questions that class participants may have afterwards and we offer two make-up/refresher classes for free to the two people from each company that attended the first paid class. No additional charge whatsoever.” About half of each class focuses on billing techniques with the other half talking about the value of services offered. “These classes are essential for anyone interested in building a successful towing company and to remain in business,” said Bob. “The tower’s bottom line will double. They will be totally blown away at how much money they have left on the table.” Bob Fouquette, a Vietnam vet and now 63, started Big Wheel Towing & Recovery in 1980 with a 1953 Ford setup with a Holmes 525 split-boom. The company now has 30 pieces of modern equipment and numerous other units from skid steers to boats and construction equipment. He, his sons Eric and David, and grandson Jordan, are certified WreckMaster 6/7. Bob and Eric started up Recovery Billing Unlimited, Inc. David, a welder and fabricator, runs the company’s body shop. Jordan, 18 years old, handles the computer systems for the business. This family run company has three generations actively working. “My wife Rosaline is the runner,” said Bob. “She runs errands and handles tasks that free us up to do what we need to. She also runs a few daycare centers in town and we are in the process of building a new facility for this. My daughter, Linda, is the office manager/administrator and her sister-in-law Alice also handles the office work.”

Bob Fouquette

By Jim Sorrenti And Steve Calitri

TOWMAN.COM - January 2010 • 25

“Our company was called and asked to respond with our rotator to remove a car from a deep hole on I-80. The car had damaged the fuel tank and oil pan, leaving a mess in the median. Another company was called first and said they could not get the car out and that we should be called with our rotator. The fine piece of junk that we were called for was a 1986 Cadillac. In my opinion, if it were a 2009 Lincoln Navigator they would have pulled their a$$es off to get it out, but when they saw it was an ‘86 with no collision they knew it was for me. Upon arrival I made my first important phone call. I called Eric From Big Wheel and he helped me through some of the procedures to help in getting paid for a job like this. Now the police requested that we come with our rotator... I did what was asked and our roll back operator Tim cut some trees out of the way and cleaned up the oil and gas that was over the bank and we removed the car. Thanks to the help from Eric, 3 weeks later I received a check paying me for the use of my rotator, and the clean up of the site. I was very satisfied and so was the owner of our company.” Richard Guttmann, Schlier's Towing Service, serving northeastern Pennsylvania from nine locations, as posted on Tow411.net Eric, Bob, Linda, and David Fouquette.

“I was absolutely impressed by the class…The best piece of advice that I took away from the class is something that Bob said that has stuck in my mind — ‘Treat every call as if you’re not going to get paid.’ It hit me and when I got back to the office I sat with my office staff and managers and spelled it out for them. Get names, have invoices signed, and get as much information as you can. We were doing these things but you become complacent and it’s all in the details, so we are doing more than before.” David Eppler, Eppler’s Towing & Transport in Firebaugh, Calif.

Bob is a classic car collector and his shop and home are museums of show quality collectable classic cars and hot rods. Being a collector as such is in keeping with a businessman who places a premium value on his company’s services. On Tow 411.net, Richard Guttman, manager of Schlier’s Towing Service in eastern Pennsylvania, went to the heart of the matter. “Thanks to Big Wheels I have learned some new ways to achieve the most important part of any recovery, no matter how big or small. No recovery is of any value unless you can get paid for it.” The towing industry has long suffered from an uneducated public, and a

misunderstanding trucking industry. Getting paid by the unhappy motorist, trucking concerns with tight cash flow, and by insurance companies who insist on stringent documentation has been a challenge for the average tow boss. To the boys at Big Wheel, keep those classes going! The industry is all the better for them. American Towmen salutes Bob and Eric Fouquette, 2010 Towmen of the Year. Note: The next class on billing and collection is scheduled for Jan. 9, 2010. Class runs 9am – 6pm, with a one-hour lunch break. If you are interested in attending call 508-763-5474 for reservations and ask for Bob or Eric.

60-ton Century Rotator, left, and 85-ton Jerr-Dan Rotator

Q&A With Big Wheel On Getting Paid AT: What are some of the itemizations you suggest including in a bill? Bob: Besides your wreckers, equipment, operators, time, and mileage, we teach to include clean up and administration costs. Generating revenue from the jobs you are already doing but not billing properly for. Eric: Charge for the tow: the tow is from the scene to the yard. Bob: We also discuss turning nonconsent into consensual tows. We explain in detail in the class. Eric:Charge for the recovery: Recovery is getting it out of the woods, etc… A big focus is put on doing a complete clean up. The importance of being thorough and removing all debris. Example: A piece of metal left on site can be picked up by a mower and sent heading into traffic, either doing property damage, injuring or even killing a motorist. This can be traced back to the accident scene. Insurance companies go after who has the money. Cover yourself, clean up is essential to the job and the image of professionalism. Don’t leave a mess behind. AT: Name a few specifics that tow owners and their bookkeeping/office managers find most valuable? Bob: Get as much information as you can. It’s all in the details and proper, complete documentation with photos. Being thorough and consistent will get you paid. AT: What are the determining factors in formulating the fee for a tow and for a recovery? Bob: We recommend doing a business analysis of your company to know what you need to charge to be profitable. This differs from company to company and location. Set a minimum for what you do. Know your prices, don’t vary from customer to customer and be consistent in your billing. Look for liability issues on the

scene, things to do on the scene to gain additional revenue. Get a percentage of the job for clean up. Think outside the box and look for additional revenue opportunities. AT: How much instruction is about dealing with the insurance company involved? Bob: A good part of the class is focused on this. We have guest speakers from insurance companies that talk to the class as well as attorneys. Eric: A key point is to write a clear, legible detailed bill using consistent language. AT: Through the grapevine we have heard great things about Big Wheel, but also rumors that Big Wheel either overcharges, pads the bill, or simply sets fees unreasonably high. How do you respond to such accusations? Bob: We are an emergency service response company and can justify our fees based on the rates that we have set for the job we do. We base it on the situation and are consistent for similar jobs. Our rates are not any different then what most companies charge. The difference is that we charge what we are worth based on equipment and personnel used and the additional; like the costs of doing a proper clean up of the scene. We have all of the necessary equipment to do any and all clean ups without having to outsource this part of the job. Eric: We have two rotators, our 2009 KW with an 85-ton Jerr-Dan and our 2008 Pete with a 60-ton Century. We charge $5000 for recovering an automobile because we use our rotators. With it we work safer, quicker, and damage free. We get the job done in 1/3 of the time without any additional damage to the vehicle or the scene that usually occurs with a conventional wrecker. Bob: Look at the big picture. There are no residual accidents or traffic because of blocked lanes because we work from the break-

down lane and have the vehicle recovered in less time. We are within the fees of any bill. Some tow companies do not have similar equipment as us. Our rotators have opened doors. The quality of the work is so much better. Police requests have grown. We invest back into our company in training and equipment regularly to stay up to date and modern. Eric: We charge for the specialized equipment we use. We have Landolls, loaders, refer trucks, rescue divers, and even do underwater recoveries. AT: How do competitors view your rate structure? Bob: We are the same or cheaper than our competition. AT: The American Towing Alliance offers arbitration services and tries to reduce fees of a given bill on behalf of the trucking company and or insurance company. How do you instruct tow business owners taking your class to deal with the ATA? Bob: We personally don’t talk with them. It’s not necessary. We don’t change our bills because we are professionals and our rates are fair. We are not dishonest, our bills are correct and we can justify and backup any and all charges. We set our rates and don’t sway. Doing so would be akin to saying you were wrong in your billing process. We are consistent and have all of the bills from every job we have ever done. Eric: We don’t work for free. We have set our rate structure and stick to it. AT: How does your rate structure and business success translate into opportunity for your operators? Are they paid a percentage or hourly? Bob: Our operators are paid hourly and are paid very well. We have profit sharing, full medical, and bonuses. Expense paid vacations. Our operators stay and are family. Many have been with us for years, and others are looking to work here.

TOWMAN.COM - January 2010 • 27

Winner of the 2009 Donnie – Light-Duty Class

Miller Industries sponsored The Donnie, awarded for recovery performance excellence in the face of challenges like the one posed by the Big Horn River Canyon above. by

Chuck Ceccarelli

Whew! “We had a vehicle 700 miles away, 1,000 feet over a cliff that was only accessible by boat or helicopter.”

28 • January 2010 - TOWMAN.COM

his recovery story begins as most do, with a phone call from a customer. The type of phone calls we receive at Aircraft Recovery Solutions are not usually automotive related but this one was. The call was from a major insurance company with a major problem. They had a customer whose vehicle rolled off a cliff and fell approximately 1,000 feet into a canyon. That by itself was a problem but to add more complications to the job the vehicle was in a National Park. To ratchet up the excitement level even more, we found out that the vehicle was a “HYBRID” and it was in danger of falling further and could end up in the Big Horn River. The ecological damage from any vehicle let alone a hybrid vehicle would carry a high price. The insurance agent, who contacted me, asked if we could go solve their problem. I assured him that he had the right company to get the job done. He asked for references to validate we could get the job done. The agent was directed to the WreckMaster website where he saw that I was an instructor. The other site he was invited to view, was our company site www.airplanerecovery.com. The agent and I discussed possible options and possible cost but in the end we both needed more information. I asked if he could get me GPS coordinates as well as some local contacts with the US Park Service as this incident was over 700 miles from my location and we needed to make sure we had all the facts before moving forward. After getting the GPS coordinates I entered them into Google Earth and was able to get a great satellite image of the area. The satellite showed how acces-

The helicopter option was at a price of $5,000 per hour. Below, the first thing was to secure the vehicle from rolling down the hill into the river.

sible or rather inaccessible the area was. After one look at the satellite it was obvious that the only way to the vehicle would be by boat, rappelling off a cliff or helicopter. Google Earth proved to be a great source for mileages, travel routes and motels in the area. After getting the lay of the land through satellite images, I decided to call the park ranger in the Big Horn National Park where the vehicle was located. Before making the call I made a list of questions to ask. The park ranger proved to be a valuable asset; she told me she would guide us by boat to the vehicle and help us navigate the river. She also advised us to be very careful as the place was crawling with rattlesnakes and due to remoteness there was no cell coverage or emergency services for miles. So, at this point the information was that we had a vehicle 700 miles away, 1,000 feet over a cliff that was only accessible by boat or helicopter. Whew! I called the insurance agent back and worked out a contract to get the job done in a reasonable amount of time. Once the ink was dry I started gathering a crew. As luck

would have it there were graduates from our Aircraft school who are also WreckMaster certified operators that were located between me and the vehicle and could be picked up along the way. The first person called was Lyndon Skogsberg from Nampa, Idaho. Lyndon had just been through hybrid electric vehicle training and is a first responder. Lyndon’s job would be to take all the equipment needed to make sure the vehicle would be discharged of electricity and would be safe for us to work with. Lyndon also had an employee named Bear Godfrey who would go and be in charge of environmental issues and site reclamation. The next call went to Dan Morgan with Road Way Towing in Wells, Nev.. Dan along with being a tower is also a mechanic, a heavy equipment operator and welder / fabricator, just the guy you want on your team 700 miles from home. Dan would be responsible for keeping things running, and helping with fabricating things on site. We had decided that it may be feasible to cut / disassemble the vehicle

continue to page 32 TOWMAN.COM - January 2010 • 29

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continued from page 29 into 50 lb pieces and pack the vehicle out piece by piece. We talked about the fire dangers of running a gas powered chop saw. I called Joe Johnson from Belgrade, Mont. Joe is a fireman trained in extrication, as well as an EMT. Joe’s responsibilities were fire control and bringing enough equipment to disassemble the vehicle so we could pack it out piece by piece if that became a viable option. The final phone call was to Central Helicopters in Bozeman, Mont. who have a Kaman K-Max helicopter. This

helicopter has a lift capacity of 6,500 lbs. I talked with the pilot and placed them on standby for a Monday 8am lift in the event that we find that to be the best way of recovering the vehicle. The pilot had Joe come over and pick up one of their 2 way radios for communication. I took off from my place on Friday morning and started picking people up along the way. When we got to Belgrade, Mont. Joe Johnson‘s nephew Carl Johnson had just pulled in from Ariz. Carl offered to go and help, as it turned out Carl is a Phoenix Fire

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Department Captain and an EMT. Carl was a welcome asset especially with all the potential rattlesnakes on site. We arrived in Lovell, Wyo. on Friday evening and loaded up the coolers, filled the boat and prepared for Saturday’s trip up the river to the vehicle. We met the Park Ranger, Jessica Korhut, at 8 am in the morning and as promised she guided us up the high-way to the boat launch. We scouted possible landing zones along the way for the helicopter. Once we got to the boat launch we unloaded my 21-foot jet boat and followed the park service boat 10 miles up the Bighorn River to the accident site. On the boat ride to the casualty we kept checking for cell coverage in case we ever needed to call for emergency help. As you can see in the photos this was an extremely rugged and remote area. Once on scene we established a base camp and talked about the best way to get to the casualty. We decided to string ropes up the hillside so we could have a safer travel route up and down the hillside. By using ropes we would have hand holds to grab and equally important we would minimize the area we walked around to limit snake encounters. Everyone wore snake chaps but you cannot be too careful. The best thing to do when responding to an accident is to keep it from getting bigger. We then hiked up the hill and secured the ropes to the casualty. The first thing we did when we got up to the vehicle was to secure it from rolling down the hill into the river. The only thing holding the vehicle back from rolling down the hill was a portion of the driver side airbag that had hooked over a piece of a juniper tree stump. Lyndon then went to secure the vehicle batteries and discharge them. This requires high voltage gloves and training as these vehicles can put out over 300 volts and can easily cause death. Lyndon discovered the battery cell was destroyed and as we started looking we discovered that the small 1.2 volt batteries that make up the battery cell had scattered all over the hill side after impact, over 200 of them! After Lyndon gave the all-clear we started looking at the best way to remove the vehicle from its location.

We talked very seriously about taking the vehicle apart and packing it out piece by piece, we estimated it would take around 60 trips down the hill and with a 20-mile round trip boat ride it was not very practical. We made the decision to use the helicopter which was the safest way to do this job. With the price of a large helicopter in the $5,000 per hour range we knew we would need to make the recovery as efficient as possible. We started the cleanup process and gathered all the batteries, this was made easier because Lyndon had brought robo grip grippers used to pick up trash. This kept us from having to bend over to pick up every battery. We put all of the loose debris inside of gunny sacks and wired them shut. After the hillside was cleaned up we used cordless reciprocating saws and cut the loose hanging metal away to prepare the vehicle for flight. The one thing that is critical when using a helicopter is to rig the casualty so that it flies, level, does not spin and nothing can come loose and

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fall. We rigged the casualty with all positive lock connections on all of the rigging. We used straps and rigging that was well within the working load limits of the load. All of the rigging was also certified for overhead lifting; 1,000 feet in the air is no place for an oops! Saturday evening found us back at the hotel at 10pm and every one of us was worn out from a day in the sun hiking up and down the hill. We got up Sunday and went back to do more cleanup and site reclamation. After we finished, it was time to call the park service, law enforcement, the insurance company and the helicopter company to explain the plan. On Monday morning the park service closed off a parking lot at Devils Canyon Overlook to use as a landing zone. We left Carl Johnson there to meet the helicopter and to unload the debris from the helicopter as each load was flown in. The rest of us went to the scene. Dan, Bear, Lyndon and Joe went up the hillside to load the helicopter. Joe was in charge of communications

ing zone was a mile away and the helicopter was back for the second load in less than 4 minutes. The entire site was hauled out in 3 trips and then it was over. While all the recovery was going on I was in the boat with the insurance agent and park rangers acting as extra eyes and preparing an emergency exit in case anyone got hurt. The only thing left was to do some minor contaminate spills and site reclamation. This was a very rewarding recovery, the US Park Service was accommodating and courteous to us every step of the way. The people in Lovell, Wyo. were great. The clock work of this project was due to each person being responsible for their job and making sure it was done properly. Everyone brought the required equipment eliminating an excuse for a job going wrong. Working with a group of trained WreckMasters was something I truly enjoyed and look forward to doing again.

Winners of the Donnie Cruse Memorial Recovery Awards, light-duty class: Chuck Ceccarelli of Air Craft Recovery Solutions, right, Dan Morgan of Roadway Towing, center, and Joe Johnson of Best Rate Towing, left.

with the pilot; Dan would hook the rigging to the helicopter. We had the helicopter bring cargo nets on his first flight in and drop them while Dan was hooking up the main hulk of the vehicle to the helicopter. Lyndon and Bear were putting the gunny sacks full of batteries and debris in the cargo nets preparing the next load out. The land-

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How To Keep Them And Beat

The Turnstile Syndrome by Randall Resch

From the initial interview, driver applicants learn much from you based on your integrity...

36 • January 2010 - TOWMAN.COM

ave ya’ ever been in one of those turnstile door entry’s where just getting in requires balance, good eyesight and quick feet? Have ya’ seen how people go in one side and get spit out the other? This reminds me of the constant “mill” of drivers coming and going from one company to another. I recently attended a driver’s meeting, the secret kind where some tow drivers were at their wit’s end with the

business owners and were wondering what recourse they had. In reverse, I’ve been amidst talks with the business owner over their frustrations with driver problems. Driver Retention Revisited Driver and employee retention has been in the industry’s forefront for as long as I can remember. Let’s pose a key question, “Is your business faced with a shortage of drivers versus hav-

ing a driver turn-over?” Know that a driver shortage is far different than driver turn-over, yet some tow owners can’t tell the difference between the two. For sure, there’s a difference! You should also know that driver turn-over far exceeds a driver shortage based on driver retention. I agree that there are some tow owners who are educated in driver retention and make it their daily quest to keep drivers happy and well paid, but being happy and well paid comes with an expectation that drivers will provide them with productive results. Driver retention studies have shown that pay alone isn’t the numberone consideration that drivers have in their choice of being one who goes the extra length. It’s been said that drivers who feel they make a contribution to their company and are respected by the ownership and management, don’t weigh high-pay as the number one reason they stay with their company. So What’s the Problem? When applicants (experienced or not) come looking for work, the beginning interview is where confusion and juxta-positioning takes place. Drivers generally are on their best behavior and tell you they’re experienced even if they know they’re not, while some owners paint a fancy picture of their company, its history, and make promises the size of the Eiffel Tower. They too bend the truth. We all know it takes “Two-ta’-Tango” when it comes to understanding each other at the same level. When these conversations take place, the potential new hire driver doesn’t take notes and most companies don’t provide a written job description and/or a menu of benefits at the time of the interview. So naturally, in a short thirty-minute interview, something gets lost in the discussion where it’s left to each participant’s recollection, more so, “I don’t remember him/her saying that!” This is a huge problem for companies if they don’t provide a written job description with a written pay and benefits package! Why? We

all know that nothing is forever, and industry history proves that drivers come and go on a regular basis. And, when they get disenchanted at perceived false promises and untruths, or where they quit or they’re fired, they take you to unemployment court for false termination. Worse yet, they find work at your competitor’s tow company and try to steal away your customers and accounts. Is this not a true statement? I’ve put together the diagram entitled “The No Benefits Continuum” which is the reality of

John Anderson, a tow operator for ten months, center of opposite page and above right, cites the camaraderie at Loyal Towing in Harriman, N.Y. as rewarding. Owner, Mike Hagopian, left on opposite page, says he won’ t neglect to do background checks for the sake of expediency to get a body behind the wheel. His son, Mike, shown in both photos, always discusses the rigors and risks of the job in the preliminary interview, which helps to weed out the wrong type of candidate.

low wages and no benefits that ultimately affects driver morale, productivity, and long-term retention. As it affects the towing and recovery industry, the diagram represents the driver’s circle of life. (see page 44) Hire Smart Hiring smart is more than simply filling a cold seat with a warm body.

Many tow companies are guilty of this style of hiring because they’re trying to take the lazy way out. If your business experience says take anyone off the street and train them, you may be rolling the dice. On the other hand, where you hire a driver with experience and don’t follow-up on their prior employment record, you may be rolling the dice again. When it comes to finding the right candidate there’s no magic formula that’ll bring them flocking to you. It’s up to you to do due-diligence and find out more about the prospective at hand. From the initial interview, driver applicants learn much from you based on your integrity, your standing within the business community, your personality, the way you make the driver feel during the interview, and the first impression you make on them. From that initial interview, perhaps the most important character trait you divulge is whether or not you’re truthful and honest, or do you come across as a wolf in sheep’s clothing? Remember that the initial interview is a face-to-face fact seeking mission where two strangers come together to satisfy business and personal needs, i.e., they need a job, your business needs drivers. Because needs are common, that initial interview becomes the platform on which relationships are formed – either good or bad. The Honey-Moon is Over The crux of the matter says driver retention is a serious issue as it has a profound effect on every tow company large or small. Lessons learned prove that the hiring and interview process is costly, but nonetheless a necessary component of doing business. If your business does “turnstile hiring” and loses an unusually high percentage of drivers each year, perhaps it’s time to review what are the reasons your drivers leave? Believe that each driver enters a new position with a certain “honey-moon period” instilled in their minds.

TOWMAN.COM - January 2010 • 37

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Accordingly, they’re looking to find if the “hire-on truths” were in fact truthful, or were they nothing more than dry-spewage coming from the interviewer’s mouths? So Sings the Choir Having planted that seed, I’ve compiled a list of comments told to me by disgruntled drivers over a period of time. With the economy the way it is in the present tense, drivers are more than ever aware of every dollar they don’t get. They feel cheated and perhaps upset with repeated promises of better wages, better benefits, or want to be treated a little better. I choose not to debate that old excuse of, “drivers want more pay, but they don’t want to work for it.” That statement has been beat to death. What they’re after is a little better wage/benefit based on the dangerous work they do, the extended hours they work (and I mean extended), and little or no opportunity to advance in pay or company status. If it’s important to you, use your proactive mind to see if these comments have anything to do with the way your driver(s) perceive you. Even if you’re a company owner with a manager who handles all hiring and driver issues, they too should consider these. Here’s 25 good reasons why they’re mad: “A little respect and recognition goes a long-way!” “My owner and dispatchers treat us like &$@%*^&)!” “Our dispatcher is an &^$^(@ idiot. I’m tired of wasting time because she can’t get the right call information. It can’t be that hard!” “I’ve worked going on eight-days now with no time off, when I asked for time off, they keep saying we’re short-handed, can’t do it!” “I lost an invoice and they deducted $100 for it. Is that legal?” “My truck’s a piece of *^%*&%^#. It’s really unsafe, but they make me run calls in it even when I tell them it’s on the truck inspection. If I complain about the truck, they get mad and send me home!”

A thorough going over of the truck’s tools and capabilities takes place at this towing company before the new recruit will ride in a truck for days with an experienced operator.

“They don’t even know my wife’s name!” “My manager’s a jerk. The boss isn’t ever here for me to talk to him!” “I don’t think he knows how to talk to people without yelling!” “I’ve worked here almost ten years and I’ve never been invited to their home!”

“They don’t even pay me for the use of my cell phone; shouldn’t I get paid for their calls?” “I ripped my uniform shirt last week, they’re making me pay for it!” “They told me they were going to start a 401(k) this year but it still hasn’t happened yet!” “They’re making me pay for dam-

ages that weren’t my fault. I ain’t paying!” “They said my job wouldn’t interfere with my school schedule. Now they won’t let me have time off to continue college!” “I don’t see Workman’s Compensation as one of my benefits. Isn’t the business responsible to pay for that anyway?” “I’ve sold all these batteries, but still haven’t gotten my bonus check!” “I got hurt a couple of years ago when someone else crashed into my carrier. The *&^%*&% didn’t even come and visit me in the hospital and he was really mad that I filed a comp claim. What a jerk!” “They don’t give evaluations here. I want to know how I’m doing!” “I want to go to a training class. Even though I’ve been with the company for three years, they said I have to pay for it. Even if I agree to pay for the class, when I try to get time off, they say it’s too busy and I can’t have the time to go!”

continue to page 44

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TOWMAN.COM - January 2010 • 39

Bad Behavior

by Jim “Buck” Sorrenti

Tandem axle ce in the Heavy-Duty . This unit won First Pla can Wrecker Pageant in Baltimore Ameri 09 20 the at ss cla

Tech Highlights

rian "Hawk" Hawkins is the owner and driving force of Hawk's Towing & Recovery out of Hamilton Township, N.J. Hawk founded the company in 1989 and his fleet now services N.J. State Police, Hamilton Police, Mercer County Sheriff's Department, Amtrak Police, City of Trenton, as well as several dealerships, local body & repair shops, and several motor clubs. He also has a fleet of plow trucks that clear the roads and driveways of the Trenton area during the harsh New Jersey winters. Hawk is no stranger to these pages and justifiably so. He has built some of the most creative units around over the years. Hawk and his crew are reg-

40 • January 2010 - TOWMAN.COM

ulars at the AT Expo in Baltimore and every year he looks to bring something different then the year before to enter in the wrecker pageant. Over the years he has had several light-duties, medium-duties, and carriers, but this year he was determined to build and enter a heavy tandem. He had been talking about doing this truck months before the show and kept me posted on its progress as he went along. He finished this unit just one night before he was ready to take the drive from Trenton to Baltimore. Though Hawk had sent me pictures after the show of this unit moving a house (story to follow in an upcoming issue). Like all of Hawk’s trucks this

heavy is mind-blowing and yes, he works it. Hawk’s latest creation is this 2009 Peterbilt 367 with a 2009 Jerr-Dan HDL1000/530 50-Ton Independent on the business end. Hawk said, “I chose this unit because it gave me the ability to custom-design my wrecker to meet my exact specs.” Nussbaum Wreckers & Carriers in Hasbrouck Heights, N.J. built this rig to Hawk’s specs. The Jerr-Dan HDL1000/530 has a corrosion resistant body that is shock-mounted to reduce body stress, and molded panels can be individually replaced in the field. A 500-horse Cummins mated to a

13-speed trans powers this rig. It has two 50,000-pound DP winches and one 25,000pound DP drag winch. Hawk named this beauty “Bad Behavior” no doubt after his sons! It is loaded with extras including a custom Gangster 15" Drop Visor, custom front bumper, custom mud flaps, mirror stainless front and back, 100 LED Lights, and two custom 27" Vizio TV's that are built into the wrecker body on both sides. Hawk’s body shop, "Trenton Collision Center" did the paint and “Crazy Joe” from Touch of Class Signs in Clarksburg, N.J. tastefully did the amazing airbrush work and lettering. Bad Behavior took First Place in the Heavy-Duty Tandem class in The American Wrecker Pageant during the 2009 AT Expo. This is one fun-loving crew that truly enjoys the world of towing and recovery and I look forward to seeing what they come up with for the next show.

Chassis: 2009 Peterbilt 367 Wrecker Body: 2009 Jerr-Dan HDL1000/530 50-Ton Independent Engine: 500 Horse Cummins Trans: 13-Speed Winches: two 50,000lb. DP and one 25,000lb. DP Drag Winch Built by: Nussbaum Wreckers & Carriers in HasbrouckHeights, N.J. Truck Name: Bad Behavior Extras: Custom Gangster 15" drop visor, two custom 27" Vizio TV’s, custom front bumper, custom mud flaps, mirror stainless front and back, 100 LED lights Paint/Graphics by: Hawk’s body shop "Trenton Collision Center" Airbrush & Lettering by:"Crazy Joe" Touch Of Class Signs in Clarksburg, N.J.

TOWMAN.COM - January 2010 • 41

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continued from page 39

“NO Benefits Continuum”

dissention

“It’s really obvious who the favorites are here. I only get the crap jobs!” “I was told that I’ll never be anything more than a driver here!” “He told me at my interview, I’d be making more after I got through probation in three months. I’ve been here going on six months and still no raise!” “I was better off working at the old company, at least they didn’t lie to me to

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get me to come work here!” “My boss told me if I didn’t like what I was being paid, go somewhere else!” My Way or the Highway? Statements herein are simply the tip of the iceberg when it comes to driver retention. Driver work is stressful enough, so it’s easy for drivers to overload when they think that they’re not

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44 • January 2010 - TOWMAN.COM

being treated as though they’re an integral part of the company. Don’t expect drivers to work around the clock and be on-call for pisspoor wages. Don’t expect your driver to be productive, truthful, faithful, and respectful if their wages are sub-standard. The same owner-made excuses from 1990 are the same excuses made today when it comes to not loosening the purse strings. T h e r e comes the time when every owner goes lean for the good of the company. If that happens to your company, don’t Randall C. Resch is a retired forget to California police officer and include your has been involved in the drivers in an towing and recovery industry honest explafor 40 years as a tow busi- nation as to ness owner, consultant, and why things are manager. He is a freelance falling on writer/photographer and is h a r d s h i p . American Towman’ s Opera- Keep a good tion’ s Editor. Email Randy at driver happy rreschran@aol.com. by paying reasonable wages and providing some form of incentive package(s). The best relationships are built on respect and honesty, game playing just isn’t acceptable! If you’re paying poor wages, offering no benefits, your driver’s commitment to your company will implode. Sure your business has higher fuel costs or higher insurances, whatever the reasons your business runs lean. But remember, the same costs affecting your business are the same costs your drivers face raising a family, going to the dentist, paying rent, or even trying to buy a home. It’s certainly a two-sided coin. Regardless if tow companies in town are paying low wages, you don’t have to follow in their foot steps. You could be the company every driver wants to work for and offer better pay and incentive packages that are better than the competition, what a concept!

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

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