What a World We Live In!

During the last election, we all heard people say if this person or that person wins, I’m leaving the country. Well, no one has left yet, but this election could be different. Regardless of who wins, the world will change.

I never dreamed that I would have to face the prospect of not living in the United States of America. At least not the one I have known all my life. I have never wished to live anywhere else. This is my home and I am privileged to live here.

As I woke up this morning and turned on the T.V., I poured myself a cup of coffee and began watching the news flipping channels to get many opinions. As I was jumping back and forth, I realized that things were about to change. No matter how I vote and no matter what I say, something evil has invaded our country and our lives are never going to be the same. I think that I may well have entered the twilight zone. You cannot justify this insanity. We have become a nation that has lost its collective mind.

Here are a few examples of what I am talking about, all are facts:

Somehow its un-American for the census to count how many Americans there are in America.
Russia influencing our elections is bad, but illegals voting in our elections is good.
Twenty is too young to drink beer, but 18 is old enough to vote.
People who have never owned slaves should pay slavery reparations to people who have never been slaves.
People who have never been to college should pay the debts of college students who have taken out huge loans for their degrees.
People entering the country will not be checked for diseases, but you’d better be able to prove your dog is vaccinated.
Irish doctors, and German engineers who want to come to the U.S. go through a rigorous vetting process, but any gang bangers who jump the fence are welcome.
You can destroy billions of dollars in property then ask a taxpayer from another state to pay for it.
You can do any amount of harm to law enforcement, get arrested and released in the same day to do more harm.
It scares me to think if we got rid of law enforcement all together, we would look like the cities that did that and also have a tripled crime rate.
$5 billion for border security is too expensive, but $1.5 trillion for “free” health care is not.
If you cheat to get into college, you go to prison, but if you cheat to get into the country you go to college for free.
We see other countries going socialist and collapsing, but it seems like a great plan for the U.S.
Some people are held responsible for things that happened before they were born, and other people are not responsible for things that are happening right now.
Criminals are caught-and-released to hurt more people, but stopping them is bad because it’s a violation of their rights.
Pointing out hypocrisy somehow makes us racists. Nothing makes sense anymore; no values, no morals, no civility and people are dying of a Chinese virus, but it’s racist to refer to it as a Chinese virus even though it began in China. We are clearly living in an upside-down world where right is wrong and wrong is right; where moral is immoral; evil is good and good is evil. Also, where killing murders is wrong, but killing innocent babies is right.

I’m sure you can add to the list. Please don’t be offended if one of these things upsets you. The fact is it’s true regardless of your party preference. You watch the media and they all tell a different story. You don’t know what to believe. I hear people say the virus will go away after the election.

If that is the case, then the government has more controls than we realize. They will change the constitution or write executive orders to meet their party needs. One party is pushing for mail in votes while the other party is filing charges against the last administration for what they did during the last election. Some states are already doing it and I’m not even sure it is legal by government standards. It just seems that people on both sides just do whatever they want.

This will be an election where the people voting truly make a difference. Don’t believe what you hear – find out for yourself. Know what each party’s policies are before you pull the leaver. Google Trump accomplishments and see what he has done in 4 years, then Google Biden and see what he has done for the past 40 plus years. Know all the facts before you decide.

If our country goes socialist there is no coming back. I’m not saying it’s good or bad. What I am saying is we are about to make a long-term decision. If it’s the wrong one, we’ll have to live with it. I am encouraging everyone to get out and vote, but know all the facts before we change America.

The great unsinkable ship Titanic (America) has hit an iceberg, is taking on water and sinking fast. The choice is yours to make. What will it be? Time is short, so make your choice wisely.

Make the most of Covid 19 Downtime and unusual circumstances

James E. Lewis

expert witness, James E. Lewis When Covid 19 surfaced, most of us thought it would go away quickly and wouldn’t put much of a dent in our businesses – we were wrong! However, it’s a great time to begin streamlining your business through training, cost savings, and bolstering your reputation and business footprint.

Have you ever had a customer meet you at a shop when you drop off their vehicle? Or maybe the guy who runs the service shop sees the vehicle as you tow it in? Do you think for a minute that the shop owner wants to take responsibility after you or one of your people ran a chain through an alloy Audi wheel? What would happen if that person would take a photo of it and report this scenario to the vehicle owner, if the owner wasn’t present? That wheel is $474.00, by the way. Plus, the loss of business from that vehicle owner and perhaps even the shop.

I credit the photo to my friend Ed, but also to the lunkhead who damaged the wheel on the Audi Q5 and his boss – you can’t tell me for a second that the boss doesn’t know what this cat is doing while he’s running around. The guy is shortcutting and doing dangerous and damaging things, and keeps doing it because he (a) didn’t get decent training, or (b) did get training, but thinks you don’t care or both.

How about a new angle on the training and responsibility idea?

Generally, I prefer not using analogies, but I need to make this comparison. When I was in the military and one of my troops made a mistake, and I got called into the commander’s office beside my soldier. I was equally responsible for that mistake because I held responsibility for training that person. That failure was also my failure.

There’s another analogy about the new puppy wetting the carpet. The puppy continues to wet the carpet if you don’t correct him. Sitting back and blaming a driver for doing an unsafe shortcut is pretty silly…because you have allowed that shortcut to live in his mind. Training isn’t 5 minutes to begin with and never again. It is a steadily ongoing process.

When you have car damage, whose fault is it? The young man who legitimately didn’t know what he was doing, or the person who didn’t train him? Could it be the person allowing him to continually get away with bad habits?

USE THIS TIME!

I’ve talked to a bunch of people in the industry recently and have gotten similar responses to the question of how business is going. They all tell me it’s slow, tough to keep their people engaged, and things like that.

I can’t think of a better time to institute a paid training program. Train them! Work with them. Build scenarios in your tow yard and work through a difficult recovery or rollover. Have one of your people who is good at lowered or exotic cars show the others the tricks of the trade. Buy pizza for lunch. Make it fun. As much as I’m a strong believer in formal training courses, when you have a crew sitting around goofing off and playing on their phones watching TikTok videos, what have you got to lose? Some hourly pay, plus pizza and sodas is much cheaper than sending your whole crew off to a class, and you can have a training session anytime it’s slow, and possibly a few times a week.

My suggestion, if you need training topics, is to pay close attention to the areas where we are losing drivers to death and injury. Have your drivers work from the non-traffic side of the road, and maybe have them pretend that the driver side controls don’t even work. I know that concept has been drilled into us all, but every day I see an operator standing on the white line working the controls on the left side of the truck with his back to traffic nervously glancing back every few seconds. There’s another set of controls on the other side! Use them! The only way we build good habits is by repeating good practices.

Concentrate strongly on quick clearance, and even though we like a good solid hook up with many attachments, it makes sense in many scenarios to hook quickly and safely and get the vehicle off the road. Then continue your hook up with safety chains or straps and all of the other tie-downs. You’re likely not going to lose a car driving a half a block to a parking lot, but you may well lose a driver on the side of the road while they’re taking 15 minutes to hook up and do everything by the book.

One last thing is to get into the mindset of never doing a tire change on the side of the road. If the vehicle can’t be moved safely off the road, tow it. While you’re towing it, just take it to a tire shop. Most of us get paid the same for a service call or a tow, so it makes a lot of sense to choose the safer option.

Get with another towing company and have a joint training session. People love to show off what they know – use that to your advantage – have your buddy from the other company split the cost of pizza and sodas with you.

As a business owner, my biggest fear wouldn’t just be taking a hit on income from less business, but also not taking advantage of the downtime to produce more knowledgeable, safer, and efficient drivers.

Another thing you can do as an owner or manager is make sales calls – use the time to reinforce your commitment to your existing customers. They may not have seen you (personally) since you landed the account months or even years ago. Bring donuts and coffee! Make calls on new accounts. You can never have too many accounts, and my hope for each of you is to come out of this mess in better shape, business-wise, than when you went in.

One final thing – train yourself. Self-improvement should never stop. Take a leadership course. Learn how to communicate better. There’s a plethora of webinars and seminars, as well as self-help books. By using a few minutes or even an hour a week, you can become a better leader. Feel free to contact me and I can point you in the right direction. I’m at james@jameslewiswrites.com.

Be careful, be considerate, and train your people so you can trust them. In reference to the last column about whether you have a business or a job, with your people trained up and confident, you can take that weekend or maybe a week you’ve been wanting to get away.

TRAA News Update

Darian Weaver

There’s always a lot happening at the Towing and Recovery Association of America, Inc.® (TRAA) and this summer has been no different. Despite the COVID-19 pandemic, TRAA is still hard at work protecting and improving the towing and recovery industry. We’ve been keeping our members updated with resources throughout the pandemic while still focusing our legislative efforts on the 2020 INVEST in America Act, the Protecting Roadside First Responders Act, and laying the groundwork for a federal Move Over Law.

Additionally, one of TRAA’s key focuses is bringing new people into the industry. In June TRAA launched its newest book, How to Become a Tow Truck Operator which is now available for e-reader and paperback on Amazon. This is a short, no-nonsense guide to a career as an operator in the towing and recovery industry. The book provides an overview of the work towers do, a tow truck driver job description, a look at tow truck driver requirements, information on tow truck driver income and salary, tips on finding a job in the towing industry and more. How to Become a Tow Truck Operator is a must-read for anyone considering a career in towing and recovery!

If you want to get involved in TRAA’s federal legislative efforts, registration is now open for TRAA’s 3rd annual Legislative Action Workshop set for March 9-11, 2021. This event is the towing and recovery industry’s only national “hill day”. Each year TRAA members unite to focus on particular topics that align with our collective legislative agenda. The legislation addressed during this year’s event included a federal Move Over Law, supporting the Drive SAFE Act, and critical weights and measures changes. During the event, we were able to secure co-signers and essential support for bills that will help all towers be safer and operate more efficiently. This is your opportunity to meet with members of Congress and make real, substantial change for the whole community.

Golight: Getting Things Accomplished In The Dark

Darian Weaver

Stryker ST, Golight Over the years, Golight has had the distinct honor to help people from all walks of life get things accomplished in the dark. Our lights have ridden shotgun on covert ops in the Middle East, guided open-water vessels back to harbor, helped carve roads out of rugged terrain, and aided in search and rescue efforts among countless other things. We know more often than not after-hours service calls means battling wind, rain, snow, and ice and doing so in the dark. In those conditions, light that can be remotely directed where it is needed, when it is needed is an essential tool for safety and productivity.

Remote Control Lights by Golight feature:

Wireless remote options that operate the light from up to 80’ away or Hardwired Remote Control Options, Permanent or Portable Mounting, 370° Rotation x 135° Tilt, and is UV Ray and Saltwater Resistant.

Golight GT Upgrades from the previous Golight RadioRay models include:

Updated exterior housing design, Higher torque drivetrain and more precise pan/tilt control, Increased Ingress protection from dust/water (IP56), Permanent mount models boast a robust 14 gauge stainless steel mounting bracket and Portable magnetic models have 2X magnetic grip. Golight GT is available in LED or Halogen and comes with a 3 Year Warranty.

Stryker ST Upgrades from the previous Stryker models include:

Multiple Unit Selector Function which allows for independent control of 2 units with 1 remote, Home Position Function (On-Command return to 0° home), New Wireless Technology Benefits including: Simultaneous Pan + Tilt, Multiple users can operate lights in close proximity without interference, Smart Programming Logic (Quick and simple pairing without dipswitches), and Fluorescent Remote Buttons. Stryker ST is available in LED or Halogen and comes with a 5 Year Warranty.

Our Light Output for both new product lines are:

Halogen, 225,000 Candela, Max Beam Distance 3,113 ft., 5.5 amps at 13.8V and LED, 544,000 Candela, Max Beam Distance 4,839 ft., 3.7 Amps at 13.8V.

Golight has been in business for over 25 years and we would love to help make your job not only safer but more productive.

For a full listing of products please check out our website at www.golight.com or call our office at 800.557.0098

R.A.I.L.® by Jerr-Dan

Darian Weaver

The Jerr-Dan Side Recovery System (also Jerr-Dan’s exclusive Rear Awareness Indicator Lights (R.A.I.L. ® System) provide increased rear visibility and offer an unprecedented angle of visibility while the bed is in the loading position. R.A.I.L. ® uses LED strobe lights and angled mounting brackets to increase visibility for vehicles approaching from the rear. This innovative technology can be added to your existing carrier or ordered as an option on your new Jerr-Dan carrier.

To learn more, visit jerrdan.com or contact your nearest Jerr-Dan distributor.

Recovery Billing

Darian Weaver

The average towman is excellent at what he does best, and that’s towing and recovery. Billing can be complex and when starting out in business, it can be a challenge to design the right billing and invoicing systems to take advantage of the recovery work that’s being performed. Think about it. You could be losing thousands per month for unbilled services for what is essentially a clerical oversight. Bob and Eric bring their expertise to seminars throughout the year in Massachusetts and across the continent. Groups are small with only 20 towing companies per session, which makes for a more focused, one-on-one learning experience and higher success rates.

We especially take care to help other businesses overcome the red tape and wall of legal babble that prevents towing companies from being paid. We will
help you to navigate the legal roadblocks and red tape, helping you to get paid for your work without fail. All it takes is a robust system which you can apply to every
job that you complete.

For more information, visit www.recoverybillingunlimited.com.

ECM Performance

Darian Weaver

ECM Performance ECM Performance provides Engine Control Module (ECM) programming and Diesel Particulate Filter (DPF) Deletion Tuning.

In real world work applications, repeated short drive times at less than highway speeds are very common. Also, trucks are increasingly used as machines requiring long idle and extended use in PTO (Power Take Off) Mode. Both scenarios prevent a truck from properly going into its regen cycle which is supposed to clean the DPF filter.

This is where the trouble begins. A clogged DPF filter can result in diesel soot backing up into the engine, causing damage to the VGT actuator, turbo, fuel injectors and EGR solenoid. Also, the unburned fuel injected into the exhaust system, as part of the regen cycle, can go into the crankcase contaminating the engine oil. Customers unbolt the ECM from the engine block, unplug the harness connections and ship it to ECM Performance. For most applications, the original engine data is immediately read from the ECM and backed up three ways for the customer’s protection.

For more information, visit www.ecmperformance.com.

Wrecker Rentals Inc.

Darian Weaver

wrecker rentals inc., wrecker rentals Wrecker Rentals, Inc. provides full-service tow truck rental for the lower 48 states. They provide short-term (three-day minimum) and long-term tow truck rental of late model light-duty wreckers and roll-back tow trucks. They distribute trucks from Atlanta, Georgia, & Dallas, Texas, and, in most cases, can have a truck to you within 24 hours of approval.

For more information, visit www.rentawrecker.com.

Steck MFG – 3 BigEasy Solutions

Darian Weaver

BigEasy GLO with Easy Wedge & Carrying Case

Glow-in-the-dark powder coating allows you to see the tool at night or through tinted windows.

55 inches long.
Improved non-marring wedge. Now it’s wider, longer, and smoother.
Lock Knob Lifter for cars with flat lock knobs at the top of the door.
Easy Wedge for inflatable controlled opening of door for insertion of the BigEasy
Paint Protector reduces friction between the car door and the BigEasy
Carrying Case with convenient pockets for holding all of your lockout tools.

BigEasy Night Light

Suction cup LED light illuminates dark car interiors. A great addition to your BigEasy kit, the BigEasy Night Light allows hands-free illumination of the vehicle interior at night to allow tow driver, lock-out technician, officer and/or first responder to locate the door lock or keys while using the BigEasy Lock Out tool or other similar devices. Suction-cup design adheres the Night Light to the windshield or window of the vehicle. Powerful LEDs illuminate the interior, so you know exactly where to position the BigEasy tool.

BigEasy Loop

A simple and inexpensive device to assist the technician in using the BigEasy to open locked cars by grasping door handles and window cranks. The BigEasy Loop snaps on to any of our BigEasy Lockout Tools to provide easy leverage to pull door handles and window cranks during the door unlocking process. Handy accessory tool easily snaps on the end of the BigEasy Tool avoiding need to purchase additional and more costly specialty tools. BigEasy Loop is made from high-density polyethylene which provides a strong but flexible tool to adapt to any angle required to complete the unlocking process. It is mold injected with reflective substances which will ‘Glo’ after absorbing sunlight for use with tinted windows and headlights for night time lockouts. BigEasy Loop is easily stored in pant’s pocket or BigEasy Carrying Case.

For more information, visit www.steckmfg.com

Jerr-Dan Sliding Winch System

Darian Weaver

This innovative design permits an operator to tow without incurring damage to the vehicle. The sliding winch system from Jerr-Dan provides the operator with better control of a damaged vehicle as it is winched onto a carrier bed without the need of additional side pullers or snatch blocks. Without the need for additional equipment, the operator can be more efficient, ideally spending less time on the scene, with less equipment to carry and potentially less fatigue on the job.

Originally created to meet the needs of exotic cars with side pull points, the sliding winch system provides flexibility for operators to tow cars of any design. The Sliding Winch System is currently offered on all new Jerr-Dan Standard-Duty and Medium-Duty Car Carrier models and can be added to your existing Standard- or Medium-Duty Carrier.

For more information, visit www.jerrdan.com

COVID-19 INDUSTRY UPDATE: Tow Volume Slowly Rising

Darian Weaver

The past few months have forced our industry into uncharted territory as many companies were forced to deal with lower tow volumes.

To understand the effects of COVID-19 on the industry we have gathered insights from our towing software. Across the country, tow volume reached a 49% decline compared to the first week of March. Over the last few weeks we have seen increased tow volumes and by the end of June, volume was only 25% below the March baseline. Since the beginning of COVID-19 we have recouped half of the volume lost. The industry continues to rebound as fuel consumption and traffic volume return to normal as cities begin loosening restrictions.

We are optimistic that these improvements will continue and the industry will recover. Omadi is committed to being your technology ally during these times by helping companies start, maintain, and grow their tow operations. For updates visit omadi.com/ driven-blog or find us on Facebook.

Best Wishes,
Nathan Mortensen (Omadi CEO)

For more information, visit www.omadi.com

Focusing on the Long Haul

Darian Weaver

There are a variety of ways tow companies can reduce fleet total cost of ownership (TCO). It typically starts with truck selection and what companies should look for to maximize uptime and prolong lifespan. In addition to considering the initial cost of the unit, the warranty for the unit should be evaluated. Manufacturers who back their equipment with a warranty typically have more confidence in their performance.

There are also questions to ask related to the manufacturing process, including:

Look at the painting on the product. Are items fully painted before assembly or painted after assembly? Painting prior to assembly provides better coverage and components are less susceptible to corrosion.
Look at the electrical system. Does the unit have an engineered harness with sealed connectors, sleeves, and looms to protect the harness? Are there splices in the lines?
Look at the hydraulic system. Are steel lines used when possible? Is the unit designed to minimize rubbing and chafing? Is there paint overspray on the hoses?

Accessories to help extend service

The first accessory everyone should have is a tire gauge. Proper tire inflation is one of the easiest and cheapest ways to avoid replacing expensive tires. Two other accessories, quite seriously, are a hose and wash bucket. The cleanliness of a unit is one of the first things a customer will notice when operators roll up to a work site, which can lead to repeat business.

Removing dirt, road salt, dust, mud, and other residue off vehicles will not only reduce the opportunity for corrosion, but it will also help operators spot fluid weeping before it becomes fluid leaking. While a power washer can speed up the cleaning process, drivers should not be too aggressive and follow the manufacturer’s instructions.

Maintenance considerations

There are two kinds of maintenance: preventive, meaning catching an issue before something happens or reactive, meaning something broke at an unexpected time – costing fleet owners additional time and money.

Preventive maintenance should begin by following the manufacturer’s inspection and maintenance schedule in the factory-issued owner’s manual. Drivers should also implement daily and weekly checks for abnormal wear and tear of the equipment. These checks must extend to the rigging and other gear on the unit. Finally, fuel tanks should always be filled before they drop below a quarter tank and are running on fumes.

Maintenance kits are another important aspect of keeping units running across a fleet. Using a manufacturer’s maintenance kit at the correct intervals helps keep the unit running in top condition. Maintenance kits also reduce the amount of time spent trying to find all the components needed to perform an interval service. Kits can be purchased in advance to eliminate making a trip to the distributor for parts in the middle of a service.

Increasing employee retention

Retaining employees is another key factor in reducing TCO. According to gallup.com, the cost of replacing an individual employee can range from one-half to two times the employee’s annual salary. There are a wide range of opinions on how to help keep employees on the payroll. If rewards and incentives are given, they should be drawn from an existing budget, so it doesn’t impact a company’s bottom line.

While financial rewards are helpful, owners should do their best to focus on the drivers themselves. Employees who feel a level of ownership are typically happier and more involved in the company as a whole. Take the time to work one-on-one with employees to understand their concerns and to help solve any issues with their equipment or other aspects of their work.

Employee training is also a critical part of retention. It starts with how to properly operate the unit to avoid causing premature wear and tear. Keep in mind, while the next generation of drivers may be more tech savvy, it does not automatically mean they don’t have the aptitude for mechanical work. Take time to teach them why and how things work and be willing to share what you have learned during your tenure. If you have younger operators on your team, find mentors to show them how and why things work.

Geographic location and TCO

Geography and climate can take a toll on any vehicle. Mountainous areas will cause more wear on brakes and tires. Wintery climates can breed corrosion if the unit is not cleaned routinely. Dry and arid conditions kick up dust, which is abrasive on moving parts. Basically, anything that can collect on a unit in adverse conditions can cause corrosion or wear damage. Be mindful of the impact this damage has to the bottom line.

Vehicle Maintenance Reporting Standards

Fleet owners can also track TCO through Vehicle Maintenance Reporting Standards (VMRS). This includes repair orders, trip reports, fuel transaction reports, etc. Originally developed for the over-the-road trucking industry, VMRS has continued to expand over the years and is now the standard shorthand coding system for describing and tracking maintenance, from the equipment level to individual components.

VMRS creates a communication system between the driver, maintenance team and operations staff that is concise and easy to interpret if the truck is fully functional and, if not, what exactly needs to be repaired. Many companies prefer to perform some work themselves but will also use OEM dealer service facilities when needed. When the operators and OEM service teams speak the same language, it can be easier to understand the potential underlying issues with the truck.

Electronic Logging Devices

Electronic Logging Devices (ELDs) can be a start to capturing basic vehicle operating information, but the core requirement of the typical ELD system is to confirm that drivers are meeting the hours of service (HOS) regulations. These are typically limited to date, time, location, engine hours, vehicle miles and operator information. To comply with Federal Motor Carrier Safety Administration (FMCSA) requirements, companies are only required to maintain six months of records of duty status (RODS), so they would need to transfer this information to the maintenance system for longer record retention.

Lowering fuel costs

Electrification and alternative fuels are both options with potential to help lower TCO. With electrification still in its infancy, compressed natural gas (CNG) appears to be a promising nearer-term fuel alternative as the infrastructure continues to grow beyond municipalities. As a body manufacturer, Jerr-Dan continues to evaluate opportunities to reduce weight, which can improve payload and fuel performance.

Telematics and TCO

In terms of new technologies to reduce TCO, telematics is becoming more and more commonplace. As we learn how to make our fleets smarter, we will be able to do a better job capturing data on equipment utilization and handling. Electrification will also be a business driver but will likely be another three to five years before it makes a meaningful impact within the tow industry.

As trucks continue to become smarter and the use of telematics is more widespread, data created by these systems will help improve the accuracy of issue detection in the truck. This improvement will likely shift the scope of VMRS codes to allow a higher level of predictability, even for the small fleet operator. Understanding and proactively implementing these technology platforms will contribute to greater operational efficiency and reduced cost.

By following these guidelines, tow companies can best protect their drivers and help ensure that their equipment operates in top form, 24 hours a day. And, as a result, can reduce their overall TCO and extend equipment life and return on investment.

For more information, visit www.jerrdan.com

Here We Go Again

Dan Messina

I guess round two is about to start. Will it be as bad as the first round or could it be worse? What we do know is we will have people making decisions on our business that will not be us. We already painted all the offices and cleaned all the trucks during the first quarantine. I think it’s time to concentrate on you the owner. I am in Dallas, Texas and things are starting to slow down. I am sure by the end of July we all may be back in quarantine; if so, I have decided to get healthy.

I have decided to beat my type two diabetes. I read all the Facebook cures and talked to different doctors, and they all have the solution, and they are all different. My diabetic doctor just keeps raising the dosage of my meds without giving me a cure. Here is my approach, and I want you to decide what you are going to do while our business is slow and follow the same approach. I recently talked to a friend of mine, and he was telling me about some Tony Robbins classes he was attending or viewing his videos. He told me how these classes helped him tremendously. I took these classes several years ago, and now I follow his outline in every business or project I start.

It is simple: for me, I want to cure my diabetes, so I write down 6 things I need to do to make that happen:

1. Do a cleanse. This consists of a diet of water for three days. This gives my body a chance to readjust.

2. For the next 90 days, eat nothing but meats and greens.

3. Exercise, even its just walking.

4. Keep a log of everything I eat.

5. Check my blood sugar level 3 times a day.

6. Pray to God I do not drive my wife crazy while I am doing this because I know I’m going to be grouchy and miserable.

Once I have identified the six things, I then take each one and write down 5 things I will do for each step I take. For example, I need to cleanse, so I will write down 5 things to help me with the 1st step. Then I will write down 5 things I need to do to make those five things happen. Once you have it written down, look at it every day and follow your instructions. That is the key, it is something you can look at every day, and it tells you what to do.

Apply this method to your business. Let’s say you want to improve your bottom line.

Write down 5 things you can address to do that:

1. First identify your monthly bottom line.

2. Assess whether you need more trucks or less trucks.

3. Determine whether you need to increase your staff or release people.

4. Cut all your expenses by 10%, so identify every expense you have.

5. Increase revenue. I can help you here just give me a call.

Now write 5 things for each item listed above. You will be amazed once you have it on paper and look at it. Don’t do this alone. Get your employees involved. You will be surprised how helpful they can be, and it will improve the moral of your company. You might want to offer education to your employees. Let’s identify five things we need to address:

1. What employees need education (drivers, dispatchers, others)

2. Identify what their weaknesses are.

3. Make a budget you want to spend to educate them.

4. Decide what classes you should offer to your employees.

5. Identify the benefits received from the education program.

You should have an idea of what we are doing here, so let’s move on. Since we are in different times, let’s try something different. I need 20 companies to help build a tow academy and the classes that should be taught at the academy. Our goal is to develop tow truck drivers for the future. We will divide into working groups, and each group will work on a specific project. Here is what my vision is: I see a person attending the academy that knows nothing about the tow industry. Here are a few videos they can watch to get started:

1. Educate them on them types of tows (repo, police, private-property, consumer, other)

2. Educate them on the types of trucks that are available, (light, medium, heavy, other).

3. Educate them on the use of each truck.

4. Educate them on the tools and other equipment necessary for each truck.

5. Show them how to use all the necessary equipment.

6. Hands-on training on the use of all the tools and equipment.

Then we get into specialized tows like:

1. What is required to tow an all-wheel drive vehicle.

2. What is required to tow an electric vehicle.

3. Take each truck available and show them what is required to use that truck.

4. What is required to tow high-end vehicles (Porsche, Mercedes, other).

5. What is required to tow a Honda, Toyota, Ford, Chevrolet, Other).

We will create a video of each, and then give them hands-on training for each vehicle. These

videos will be made by towers in the industry who have been doing this for years. When I get 20 tow companies that are interested, we can add to the list of things that should be taught at the academy. Once we have 20 videos created that have value to each tow company, we then give them to the state associations and let them sell them to their members. This gives the state association a new revenue stream. Hopefully the state associations will get involved with the training and the academy and provide input.

One thing we never talked about were the students attending the academy. We will work with the government and get people coming out of jail and train them on a new career. When I mention that, everyone’s first reaction is we can’t hire felons. We don’t take everyone, just the ones that qualify. We can also work with veterans and give them a new career. Once the program takes off, we will start getting funding necessary to expand our academies and create other programs. These are my thoughts. Imagine if we had 20 people working on this. If you are slow over the next few months, give me a call at 469-774-0340 or e-mail me at dan@towtrax.net. Be safe, wash your hands, and wear a mask if necessary.

Did You Create a Business or Just a Job?

James E. Lewis

Business trip — Mature tow truck driver making reports on clipboard against sky

I have come across an interesting phenomenon several times in the past few years. I would say it is unique to our industry, but it applies equally to any business that operates twenty-four/seven, or at least long hours during the day and seven days a week.

I’m talking about the grand plan where you start a business from the ground up, beginning with one truck or a few trucks, build up things to the point where you have light-, medium-, and heavy-duty covered with trucks and trained operators, and a plethora of accounts to keep your folks busy and the money coming in. Here is where the true breakdown happens. You marry yourself to a “job,” not a “business,” and you might as well just be one of the other W-2 employees.

For example, about ten years ago, I interviewed for a heavy towing/manager position in Montana. It was a great location with a major interstate nearby, large town, and a fleet of eleven or twelve great looking, custom painted or wrapped trucks. The problem was the pay. I was offered ten dollars an hour and no commission. I did not get mad, but I was bewildered as to why a company owner would offer $400 a week and no room for making more, considering the qualifications I had. So, I asked about it. He explained that he was the only one who had been to any formal training classes, the only one who could operate their fifty-ton, and the one who calls the shots at all the wreck scenes. He created a scenario where he was the only one he trusted or truly knew what he was doing, and he had a group of drone worker bees that couldn’t think for themselves and didn’t have real training and experience.

I refused the job offer, of course, since a good heavy operator is easily worth three times that much. I kept going back in my mind to understand just how the guy makes it all work. The answer to that question is that he does not. He is continually dealing with a new crop of minimum-wage level workers who can tear up equipment, damage vehicles, and could never handle a wreck scene on their own. The other thing he has done is that he guaranteed that he could never take a weekend off. Because he did not train, educate, and trust his people, he HAD to be available on every call that is more serious than a parking lot tow.

The guy does not have a company. He has a job. If he had a company, he could train his people and delegate supervision, and build enough confidence in his folks to where they could handle a small or large wreck scene on their own while the owner was camping in the mountains. The most depressing aspect of all this is that the guy lives in one of the most beautiful areas of the country and can’t go camping, fishing, hunting, or anything else – plus, he’ll work himself into the ground and look and feel like he’s eighty when he’s just fifty.

I have brought this one up before. In Casper, Wyoming, a lady inherited her husband’s towing company after his untimely death and let her “operations manager” run the show. During normal operations, I am sure things went well. During big wrecks, though, is where the trouble surfaced. I interviewed over the phone with her “manager.” I asked him how he trained his people. He explained that he tells them to roll over a car, for example, and then he tells them what all they screwed up. That is not being a trainer – that is being a bully. Now the driver hates you, and they did not learn much. This manager was on-call for every single tow or wreck and was tied to the phone or responded in-person. The guy was incredibly insecure, yet had a huge ego, so he could not possibly let his people think for themselves for fear that they might learn something. Also, then he might not be as necessary to the owner. The lady complained about employees treating her company as if there was a revolving door. Who would want to work like that?

The latest experience comes from Texas. The owner of the company is significantly detached due to health issues, so his “manager” runs the show, and what a show it is. He flaunts to his employees that he is the only one trained on anything yet does not realize that his primary job as a “manager” and experienced driver IS to train. The manager showed me a rollover stick and scoffed that “none of these idiots” know how to use one. I asked why he had not shown it to them and trained them on it, and I got a blank stare. This guy regularly curses his people, calling them names that would make a drunken sailor blush, and then wonders why they do not respect him. He hands out days off only after special favors and keeps days off away from certain people out of personal judgement. He rations out time off in such a way people only know about a day off a few hours before the time starts. His people have no way to plan anything with their family, friends, or home projects.

I have used “manager” in quotes simply because these guys are not managers. They are bullies. They do not think ahead and plan. They are reactive instead of proactive. They scream, freak out, throw stuff, etc., over things they could have planned for. They are always putting out fires that could have easily been prevented. Why? Because they are burnt out, and they did it to themselves.

Now the Texas guy has not had a weekend off in twenty years. Not because the boss wouldn’t let him, but because the guy can’t make a schedule to save his life, doesn’t trust anyone with the bigger equipment because he won’t train them, and is afraid he’s going to miss something.

There is no real hope for the three men I have detailed here. They’re going to come to an ugly realization when they hit sixty or so that they’ve missed countless family events, times with their kids, and their health is failing, and their bodies are beaten into the ground.

There IS hope for those people reading this article. Train your people. Instill confidence. Delegate authority. Take time off. Taking time off shows that you trust your people. If you can’t take time off and allow someone else to handle things, YOU are the one who truly suffers through that revolving door of angry employees and dealing with your significant other because you can’t take a night or weekend off like people in other companies and other industries. You deserve to enjoy the company you built, but your own ego and insecurities may have you locked into just having a JOB.

Staying Ahead

Darian Weaver

Many tow operations find themselves stuck in an outdated business pattern. Tow operations should be constantly rebuilding and changing with the times. We now have so much technology available to us that it allows us to maximize the use of equipment and personnel.

Tow operators have really taken advantage of the “CASH TOW” jobs for years. These have been revenue streams that most likely were not reported. You may have practiced this in the past, but cash is not always king.

Most customers commonly do not carry cash, and if they do, it is not in large amounts. Most customers want convenience and are willing to pay for it. This is why convenience stores are located on almost every major intersection.

I implemented many payment options to test this convenience theory. I set up accounts with Zelle, Venmo, Cash App, and PayPal. All of these platforms have different apps that can attach to you bank account for you to be able to make and receive payments.

I trained our dispatch team and drivers to make them knowledgeable of all payment options we offer. We had handouts printed, regularly post-payment options on all of our social media outlets, and we have all payment options on our website.

We found that many of our customers preferred to pay via a cash exchange platform than with cash or credit card. Secondly, it also allowed us to take third party payments in a more secure manner for the customer, the account user, and us. Many of these platforms make it very difficult to dispute, and this added an additional layer of protection to the Tow Operator.

With the Covid-19 pandemic, these money exchange platforms allowed our drivers and customers to conduct business and practice social distancing. Our staff never has to handle credit cards or cash. TOWBOOK Management Software also allows our customers to reply by text or emails for signatures or authorization we may have needed when starting or completing a job. We also were able to provide an invoice via text or email on the spot.

I recommend you explore the many cash exchange platform options. Make sure you set up with the most commonly used apps to gain the best results. The use of towing management software can also help. Convenience and customer service is what will set you apart from your competition.

Mark Denson
On Site Towing

RANGER…FOR FREE? FOREVER? Sounds too good to be true?? Read On

Darian Weaver

For credit card processing, Ranger has recently integrated features available in some other payment processing platforms directly into the Ranger Tow Management Solution. The bottom-line-results can offset the costs of using Ranger. • How it works: Ranger automatically adds a fee (1 to 4%) to cover your extra costs for administering, securing, and reconciling credit card payments. The fee is in addition to the amount the customer is charged for the services delivered. The fee applies only to designated accounts (e.g., cash or call-in customers), and only for credit card payments, whether entered by dispatchers, or by drivers on-scene. • The fine print: Added fees are “banned” in ten states: CA, CO, CT, FL, KS, MN, MD, NY, OK, TX. However, in three states – CA, FL, and TX – their so called “No-Surcharge” laws have been found to be unconstitutional, and the states are enjoined from enforcement. So for tow companies operating in almost all states, offsetting the extra expense for credit cards could easily cover the monthly investment to use Ranger (Ranger for Free!)

Related News: The Ranger credit card solution is seamlessly integrated with OpenEdge who offers consistently low rates (Interchange Plus). Readers for EMV/chip cards link to Ranger’s mobile apps – Android and iOS. (And, manual number entry remains available.)

Please call for more information: 440.498.1495 or visit info.rangersst.com

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