Scott Burrows

If you are watching Senate Bill 107, here is what transpired yesterday in the Senate Transportation Committee meeting: Link to Senate Bill 107: https://apps.legislature.ky.gov/record/24rs/sb107.html Retain original provisions, except: amend KRS 281.926 to require towing companies to submit their rate schedules to all local law enforcement agencies in the company's service area; direct local law enforcement agencies to remove companies that do not comply with these requirements from their wrecker log for a period of six months for the first violation and one year for any subsequent violation; amend KRS 189.270 to limit the fee that the Transportation Cabinet may set for over dimensional permits to transport farm equipment; amend KRS 281.990 to allow the Transportation Cabinet to promulgate administrative regulations to set penalties for violations of KRS 281.920 to 281.936; amend KRS 189.340 to provide a road condition exception to the prohibition on operating a motor vehicle in the leftmost lane of a multi-lane highway; delete sections amending KRS 75.450, regarding charges for fire department response to accidents, and KRS 132.487, regarding distribution of the motor vehicle property tax on electric vehicles. The fire department lobby got their amendments thrown out, as did the trucking association. Scott Burrows Burrows Wrecker Service ~ Since 1917 in downtown Sligo

PIoneer 3-5275 Did your telephone number begin with a word? Those a decade or more younger than I am are already stymied by this question. The first two letters of the name were generally capitalized, and corresponded directly with the first two digits of the telephone number on the dial. This system started sometime in the 1930’s, and slowly crept across the continent, and lasted until the early 1960’s. More about the 60’s later is this story; and read the last paragraph request before throwing this story in the recycle bin, please? The first phone number for Burrows Garage was 10M, as you can see in the photo of the building circa 1933. Incoming calls to all the local phones were handled by a telephone operator, who would plug the jack connected to the wire that had the incoming call into the socket numbered 10-M, and then depress a small lever on the console that would send an A-C charge out of the office, up the pole to one of the many wires held in place by a glass insulator; you’ve certainly seen them in period movies and black-and-white photographs. It resembled a tree with perfectly horizontal limbs and the shiny leaves of slightly blue-green glass. This pulse traveled all the way from Sulphur to Sligo, where the phone hanging on the wall of the shop would tinkle, rattle or ring. The next phone number at Burrows was 2233, which is displayed on the side of the tow truck in the second photo graph. Local calls at this time could bypass the telephone operator switchboard by dialing the appropriate four digits to connect to anyone else in the Sulphur telephone exchange. And, your conversation was not always private, because as many as three other phone numbers might be on your “party line!” And, any and all could pick up their telephone handset and join your discussion, welcome or not! It did not take long for Burrows to get a “private” telephone line, as the others on our line were tired of the midnight ringing from the state police and trucking companies needing services or towing in the wee hours of the night. As early as I can recall, our telephone number at the shop was PIoneer 3-5275. That’s “PI” 3-5275. This occurred sometime in the late 1950’s. I remember reading in the front pages of the current Henry Co. phone book, and reading the various phone exchanges. In addition to the Sulphur “number-name” I remember that LaGrange was BRown 9; the alpha characters for New Castle were FI, but I cannot recall what the associated name happened to be. Likewise, UP for Pleasureville and VI for Eminence; I do remember that the Milton Metz call-in radio show had the number JUniper 5-2385, because we seldom missed listening to his shows, which were every evening Monday thru Friday, except when pre-empted by some basketball team coached by Adolph Rupp. If you ever watched the “I Love Lucy” situation comedy, you may recall that they made the telephone number for her and Ricky Ricardo MUrray Hill 5-9975, or you may have heard the Marvelettes sing, “I've been waiting, standing here so patiently, for you to come over and have this dance with me; and my number is BEechwood 4-5789. You can call me up and have a date any old time." Music history lesson now concludes, and we go from television back to telephone. But, … remember, the three fastest forms of communication are: telegraph, telephone and tell a woman. In 1962, the Henry County Local broke the news that the alpha-numeric phone numbers would by replaced by all digits. Residents would no longer be able to identify the neighborhoods or areas that the telephone exchanges were representing. The manager for Southern Bell, John Stone, explained in a news release published by the Local that there would be fewer wrong numbers dialed because the numerals are not similar in sound to each other as often as are letters (???). And, in looking to the future, dial calls may eventually be made to other countries, as many users will likely want to reach out to INDIA for technical support on their toaster-oven. This change led to the formation of an “Anti-Digital Dialing League” (sounds like the title for an Avengers Movie) which remains in existence today, fighting for the rights of telephone users to have non-confusing area codes placed on their phones. They are worried about the 7 area codes that are soon to be forced into ten-digit dialing EVEN FOR LOCAL CALLS! And, if you have your caller ID blocked, that adds another four or five digits to your dialing requirement. My fingers are already growing tired. REQUEST: If you would, please comment with your phone ALPHA prefix, as you may recall that I couldn’t remember those for Henry County, much less the surrounding communities. Thanks for enduring.

From the Rambling's of Scott Burrows: It is my foregone conclusion that almost everyone that reads my ramblings is aware of what our family business is: heavy duty truck repairs, and towing and recovery of heavy commercial vehicles (tractor and trailer combinations) along with the other large single vehicles. This past week, our team of recovery professionals were engaged in the recovery of an overturned tanker on the interstate near the rest area. It seems that the truck rolled over, giving the appearance of a large stainless-steel animal taking a nap in the ditch on the left-hand side of the highway. It had been stop-and-go traffic for some time preceding the accident, as the KY DOT was patching the many pot-holes in the roadway that are the result of the freezing and thawing of water that has collected inside the pavement, and ruptures while leaving behind a nasty reminder of its dwelling. And, as traffic had been creeping, our unfortunate driver had felt the call of nature; unable to pull off the highway to relieve himself, he chose to void his bladder into a soft-drink bottle while stopped in traffic several minutes before his unfortunate crash. We do not know how well sealed the bottle was, or even if it had a lid. Fast forward a bit with me now. After rigging, and resetting the straps and chains more that once, we now have the combination back on its wheels. It has come to rest on the shoulder, but is still leaning back toward the ditch, the liquid cargo seeking the lowest point inside the trailer. The next maneuver is for one of the recovery specialists to get inside the cab, and steer the front wheels while the tractor is being winched both forward and further out of the ditch. Our steering person notices it is a bit sticky inside the cab, but with all the disarray of the contents due to the rollover, it is not yet noteworthy. That is, until the driver, who has moved to the front of the casualty, shares the information revealed in the preceding paragraph, somewhat to the dismay of the tow operators. Too much information: the recovery team could have continued all evening without that disclosure. And, for a fleeting moment, the memories of the senior operators returned to a crash recovery two decades ago, where something similar had occurred. But first, there is some back-story that needs to be included. The tow truck that I drove most of my career was a conventional cab International with a large sleeper berth, which had a twin-bed sized mattress, a closet and heat and air for climate control. I spent nights wrapped in a sleeping bag in the winter months, and a light blanket and sheet the remaining times. Oh, and did I mention? There was also a trash can, as I felt that cleanliness was next to Godliness, and my trash was collected somewhat better that my father’s Doritos were in his sleeper berth. End of the back story. Near the turn of the century, on a very cold winter day, our wrecker team was tasked to recover a multiple vehicle crash on what we generally refer to as the “Curt McCarty bridges” which carry the interstate traffic over one of the forks of the Little KY River and the CSX railroad near the Campbellsburg tunnel. The operation had been going on for quite some time; and, as with the situation mentioned in the earlier discourse, one of the men began experiencing the familiar pains of the needs of an immediate evacuation of the lower alimentary canal. Now, we are working on a bridge and its abutment with the paved highway; not a tree, bush or shrub in sight to allow some privacy while attending to nature’s urgent call; and, it has all the harbingers of being a collect call! Alas, all is not lost: there is privacy to be had inside the sleeper berth, and the trash can has all the requirements of becoming a miniature Porta-Potty. Relief isn’t spelled R-O-L-A-I-D-S, it is spelled shop towels and set the smelly can outside the wrecker, right beside a guardrail post that has not been involved in the incident. Aside from a casual mention to my co-workers (explaining why I had disappeared from the recovery operation) the incident was forgotten, a mere passing odor in the winds of travel on the big road. Did I mention that there was a Haz-Mat crew there cleaning up the spills of fuel, lube oil, engine coolant and other dangerous fluids (and solids). Thought I had better share that small bit of information. Fast forward just a very few days, and the Burrows crew is found at another serious commercial vehicle crash, this one on US 421 and KY 55, between New Castle and Campbellsburg. While not as extensive a crash as the earlier one on the bridge, this one has discharged the same oil, coolant and fuel, and the casualty is lying adjacent to a small creek, another of the tributaries of the Little KY River. I have left the scene with one portion of the crashed combination, and am not there when my team members happen to engage the arriving Haz-Mat crew in casual conversation. Of all the Haz-Mat crews at all the crash scenes, what are the chances of it being the same guys from just days ago? And, what are the odds that one of my VERY GOOD FRIENDS just might disclose the humor in the Mini-Pot from their boss’s predicament? And, beyond all expectations, a Haz-Mat crewmember reaches inside the back of their van, and extracts a TRASH CAN, and hands it to my guys, and says, with a gleam in his eye and brown spots on his gloves, “Dirty deeds, and they’re done dirt cheap!” NOT! Please pass the Charmin for some ‘down-there-care!’

I am reaching out to friends and more to intercede on behalf of my best girlfriend forever, Nancy K Burrows. I wonder if what we have heard from our pastor about JOB could be her nemesis? I question if the Adversary has placed her well-being in his cross-hairs, stealing her health and replacing it with suffering? If so: The enemy has stolen 60# of her body weight in the past 6 months -- that is a pound of my sweetheart every three days, gone! This Tuesday she weighed 81.6# with clothes and a sweater at the medical center. I would ask that you carefully consider how to pray, and join me in petitioning our Heavenly Father to restore what has been stolen, just as He did for JOB. I believe Job 42:12 that says, "So the Lord blessed the last part of Job's life more than the first." PRAY @ POUND.

Topic Originally Created on Tow411 in August of 2002: I often hear from Towing company owners that cost is the biggest factor in losing a customer and that on-time pickup and delivery is not the major factor. However, consider the following results of various customer satisfaction surveys. • Over 80% of customers who leave a business leave because of poor service or poor product quality. • In a 1997 study of leading public companies it was found that the stock value of companies devoted to utilizing customer satisfaction as a strategic business development tool increased 147% from 1986 to 1995. This increase in stock value was twice as much as the value increase of their closest competitors. • "Service leaders" could charge 9% more for the same products, expand their market share and grow twice as fast as the "poor providers." • Totally satisfied customers are between 3 to 10 times more likely to initiate purchasing towing services. Totally satisfied customers will recommend your firm to other business associates. • Reducing customer defections by 5% can increase profitability between 25% and 85%. • A typical business hears from only 4% of its dissatisfied customers. The other 96% just quietly go away and 91% will never come back. Seven out of ten dissatisfied customers will do business with you again if you resolve the complaint in their favor. On average, a satisfied customer will tell five people about the problem and how it was satisfactorily resolved. • Somewhat satisfied customers are open to overturn from competitors, thus at risk. They are a nominal source of referrals, which slows a company's ability to grow. • Dissatisfied customers seek out competitors. A typical dissatisfied customer will tell 8 to 10 people about his problem. One in five dissatisfied customers will tell twenty. Dissatisfied customers have a negative impact on sales and marketing activities. Do towing companies need to face the brutal fact that their service failures and other interactions with the customers may be the true cause of losing customers? Do towing companies need to develop and, more importantly, enforce company-wide standards for delivering the world's best customer service? How about taking a look at your standards for service and give yourself an honest evaluation? INSURANCE CENSUS QUESTIONAIRE ON THE REVERSE SIDE Several towers have contacted the office inquiring what the towing association is able to do for its members in trying to secure an affordable health care coverage package. Without offending anyone, I would report we are doing just as much as each member will allow us to do. Several committees have researched this subject in the years since it was last offered, and where they find an agent or representative willing to give a quote, that is where we hit the wall. To put together any type of quote, underwriters require a "census" of proposed applicants. We have yet to receive a completed census from any member towing company. I wonder if it is because some feel threatened; that by disclosing employee demographics, there might exist the possibility of another member company "raiding" their roster and hiring away a key man. There may be other reservations preventing the completion of a census - I don't know. So, attached to the revenue is a "Census Information" form. Please take a 1/2 hour to review this form, fill in the appropriate information - BUT, leave the employee name blank (just use some letter or number you will recognize). AND, leave the current carrier blank, if you wish. I want you to feel comfortable in the information you disclose. I also want you to be confident that the information submitted will remain confidential, and will be used to compile a summary of the employees for submission to version underwriters. Once suitable rate quotes have been obtained, a report will be published in the newsletter and on a fax broadcast. Remember, this will only work with the participation of our members. This is not something we are trying to force feed you - this is something YOU have asked for. Note: see the notes from the T.R.A.A. Board of Directors meeting; they are working in a similar program through the OWNER OPERATOR INDEPENDENT DRIVERS ASSOCIATION (OOIDA) and this may be a choice for some towing companies. Auto Rescue said: I'll be the first to admit I do not spend my time trying to be politically correct. When a customer calls they are told a realistic eta that I can provide if it's acceptable to them I get the job, if it's not they are free to call elsewhere. When I get to the job site I try to be as cordially with the customer as they allow. When I do a job I do it to the best of my ability although it may not always be correct, I'm just not a perfect kind of person like a lot of others seem to be! When I do a job for a customer I am not trying to get their repeat business, I hope they never have to call me again! When people call and say they used us years ago when they had their last service provided it makes me feel pretty satisfied. When I do a service for others I do it knowing full well that I am the highest paid provider in the area, and in a town of 20000 I think most of them know it also. When I do a service for others I am there to make money in a quick and efficient manner. I am in business to make money while providing a service, a service which I might add does not always make others happy, so what can I say, be efficient, know your job, be respectful of others, and get PAID.John R. AKA Formula One Towing Bob said: Customer service is very important to me. Most of my business comes from transporting new vehicles from dealer to dealer. Each customer I service knows they will get the fastest possible service possible from me. I follow all the guide lines set forth from the manufacture to meet their towing requirements. When I am doing road service work for Motor Clubs or who ever calls, I give a realistic ETA. Very seldom do I miss it. When I do a road service call and have a understanding person, I always give them my card and tell them I hope they never need me again. When I get a bone head, I don't care if I ever service them again, so no card is given. I am aware of the bad mouth publicity. This is just part of any service related business. I also look at someone who is saying unkind things about any business. I look at the individual and say to myself, you would complain if someone hung you with a new rope, and I will use the company they are running down in their venting if the occasion arises. Some people you just can't please. Oh well, enough babbling and sorry for being so long winded. Stay safe Skyline said: Mr Scott Burrows. You are hitting the nail right on the head. I am currently writing an article to be published in one of the tow newsletters (which shall remain nameless) about this exact issue. Using technology and training to provide the best service to your customers will always be the order oif the day. Anything else just wastes your time, makes all of us look bad and helps to foster the current image of the greasy, nasty tempered tower. angel roadside services said: Good customer service is the first 'tool' that should reached for when doing a job. If you do not have good tools, one cannot do a good job..... Mike Springer Angel Roadside Services "Your Angel with an Altitude!" P.O. Box 4512 Woodland Park, Colorado 80866 (719) 243-7191 towmanjc said: Do the job the best you can! treat customers like you want to be treated!! just remember! word of mouth can make you or break you!!! In Memory of DNDTOWINGCOM who said: Customer service. What I tell our employees and potential customers is as follows. Any tow truck can move a car or truck the same as ours. The only thing we have to offer that is different is better customer service. Better service is what you will get from us.~Dann Dann - Vegas Heavy Haul Inc. - dba. Big Valley Towing smoffrd snowrider said: i'll admit customer satisfaction comes in second Safety Is First In Memory of Dave Lambert who said: You can't say too much about "first impressions". You're being judged as soon as you arrive (and meeting your ETA). First your unit then the operator. The first impression sets the stage for everything else. Those who wear uniforms are a step ahead. We're suppose to be professionals and it can only help business to dress like one. BigHook18 said: Steve you are 100% correct. Safety is our first priority also. We will never do anything to compromise safety for any reason. Customer satisfaction is huge in our industry, but it isnt as important as safety. On that note, strive for unequalled customer satisfaction, but keep safety your first priority.Todd Pell Merl's Towing "I always got my hook.." Todd Pell Unknown Member said: here customer service is a priority. we are in a community of many elderly retired peolpe who are basically living on their pensions. our elderly customers are given discounts in their towing and we normally arrange atransport svce for the if need be. with that said there are other custoemrs in this area who can not appreciate the overhead that is involved in getting them service. it is most unfortunate that many times price is the prevailing factor in these calls. realistic eta's are given and i despise turning down work but if i am busy i will recommend a few of my fellow tow companies round here. when someone fromn out of town calls i give them a relaistic price and if need be quote an hourly rate. i also give to every customer a business card with my number and name and if they feel they were wronged please call and let me see if i can recitfy the problem. the motto of the company"we are gentleman helping ladies and gentleman. those who do not adhere to that are promptly removed just my 2c be safe"paper bags fashionable from aug to dec go aints" Tom Jr said: Customer satisfaction is my priority but there is such a thing as a bad customer.I set new customers off on the right foot but I also have bad customers nobody wanted from back when I started. I have found that they are never happy, want to chisel you for the sake of chiseling and dont pay on time on principal. Customer service is a 2 way street. If a custom er has realistic expectations they will be very happy with honest etas and fair prices. If the customer is a bum they are never happy. I got wise to that over the years and if they are not happy who cares, the rest of the people in the business know they are bums also so their negative oppinion doesnt hold water. But customer service is #1. I believe in making the customer feel like they are always right. "The customer is always right except when they want to tell me the price or tell me how to do the job". You tell me 1 what 2 where 3 when and Ill handle the rest.