December 2002 Magazine Issue
December 2002 Magazine Issue
| Managing Your Impound Lot & Understanding Contract Specs (Part 2)
Signs - Rate Board: A sign must be prominently displayed to the outside and at the front entrance of the business office that shows the hours of operation and a telephone number for 24-hour and after-hours emergency contact. Depending on local regulations, signs of specific size, shape and/or lighting may require permit by the agency authorizing such. Within the office must be a sign that displays current towing and labor rates, fees and charges allowable by contract. Posted onthe sign must indicate acceptable method(s) of payment. Many companies choose not to accept checks for payment by the public. If so, this must be indicated on the sign, i.e., ... "Cash, MasterCard and Visa accepted. Sorry, no checks accepted!" The sign must be in plain view of the public. Securing of Personal Property: Every vehicle entering your storage facility must be secured for the protection of exterior attachments and interior contents. The operator must make every attempt to protect the vehicle from unlawful or unauthorized entry. In the event a vehicle cannot be secured due to condition or damage, the operator will secure such property until its release. Here is an area where approval must be allowed by the contracting agency. If an item must be removed, the operators shall leave within the vehicle's interior, a written receipt indicating the need for removal and where the owner may recover the item. The operator must have in place, storage procedures for these items. Property Release: By contract, no property shall be released to any person other then the current owner unless a notarized letter from the registered owner names an individual to act as their agent. If contract stipulation is not within the contract or exits by policy or procedure, the operator shall use their discretion in determining the release of the property. Facility Staffing: The business office and storage facility must be staffed per contract stipulations. Depending on specific wording, a storage lot may have to have personnel on-site, however, the storage facility must be accessible to teh general public or law enforcement on a 24-hour basis. The business office must be staffed with sufficient personnel to handle the needs of vehicle owners during the normal business hours of 0800 to 1700, Monday through Friday. The operator may charge a vehicle's owner or agent an after-hours release or access fee if allowed by contract. Any fees for after-hour releases will be determined by contact, permit or regulating body. Facility Inspections: Most contracts call for an annual facility inspection. Inspections are no big deal! The "Tow Officer" or designee visits the facility to view the interior and exterior of the facility. They may even review logbooks or past invoices to look for consistency in charges and rates paid by customers. Discrepancies may result in disciplinary actions against the operator. It's important to anticipate the arrival of the "Tow Officer" and make sure our facility is neat and orderly. Many contracts will stipulate that a space of 24" to 48" remains between parked vehicles, or that vehicles towed by different agencies cannot be stored together within the same compound. Know what is stated for facility specifics. As part of contract management by the contracting agency, there may be an inspection check-off form so that you will know what will be inspected and for what reason. Any violations of listed topics may result in the operator receiving some form of discipline, i.e., verbal warning, written warning, note in file, suspension, and ultimately, removal from the list. Violations received are all preventable if the facility is thoroughly and effectively managed. Lot Management: An efficient storage facility has a numerical tracking system to identify every vehicle individually. From the initial call, a trackng number should be assigned to the vehicle and any associated paperwork. This tracking number remains the constant identity of the vehicle throughout its duration at the operator's facility. Upon the vehicle' s release, all paperwork is efficiently stored for a period of time by contract (usually 3 years.) Drivers mark each vehicle using the same number when the vehicle is brought into the facility. Vehicles are parked accordingly to contract requirements, or, if not specified, in any manner that eases the transition for return to the registered owner. These systems are available through companies like Tracker and E-Visions. Damage Claims: Contracts stipulate the operator's responsibility to respond to claims of damage. A claim form should be accessible to the vehicle's owner at their request. The claim form is generally not regulated by the agency, so it can be of any any wording by the company or their attorney. Claims should be taken. Never refer a vehicle's owner to file a claim with the agency. This is only asking for trouble! Although the claim may have been filed with malicious intent, simple investigative techniques generally determine that the claim was false. By accepting the claim, your not admitting guilt for the claim, you're simply representing the agency by appearing professional and business like. Forklifts: Forklifts are one of the best tools for efficient lot management. Although their cost is moderate, forklifts efficiently move a greater number of vehicles in a lesser amount of time, eliminate damages caused by driving tow trucks through narrow rows of cars, and eliminates employee injury claims when pushing cars by hand. Recent Federal (OSHA) Law requiring forklift certification is a must for those operating forklift equipment. When preparing for a bid or permit submittal, operators are divided to not short cut any listed requirements. Short cuts may wind up being the deciding factor against your being chosen as an accepted contractor, or being turned down, especially when numberous operators are applying. The process of elimination works against those who haven't paid complete attention to every specific detail of the contract. Where the contract is specific, pay special attention to the entire wording and it's intent! If wording is confusing or misleading, contact the agency representative and seek clarification to any questionable wording. Somewhere within bid information will be the name and phone number of an individual who administers the bid process. If you have questions, try and ask them during one phone call versus making several calls. These individuals will assist in answering your questions. When responding in writing to bid applications, answer all questions completely and truthfully knowing that a qualifying inspection will be later administered by the soliciting agency. When preparing as a "first-time" applicant, there's nothing wrong with going a little "overboard" in building materials and construction techniques. Any manner in which you can provide additional security is in your best behalf. Don't include anything that doesn't concern your facility. Untruthful answers will be disqualified! An untruthful answer may also eliminate the possibility of appeal. Remember, an efficiently run storage lot is only "one spoke," in the entire working of a professionally run operation. As you progress in the growth of your company, always know that you are in control of what's going on. Ultimately, the best-prepared facilities in relation to bid or permit process requirements are those who followed the exact wording on the application or request for proposals (RFP). If you are serious about the success of your tow facility and the ultimate participation in law enforcement towing and storage, your efforts in facility preparation are not only key in winning the contract but also in being profitable! John Borowski a long time tower, John has also served as President of Statewide Towing Association of Massachusetts and is currently an officer for the association. A two-time recipient of the American Towman Medal (for heroism), John is now the NTA's VP of Commercial Development. |
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