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Rick Lord, AIM President Rick Lord, left, is President and Chief Executive Officer of Associated Industries of Massachusetts (AIM). AIM is an employer service organization of more than 7,000 member companies. 

This week, Rick shared an experience with MassDOT Secretary and CEO Jeff Mullan in the note below about the prompt and courteous response to his roadside problem.  Thank you, Rick, for the kind words.  And to Sal and the responders, congratulations on a job well done! 



Hi Jeff

I want to share an experience I had last evening that hopefully will make you proud of your employees at MassDOT.

About 8pm I was returning from a wake for a good friend’s mother in Braintree and was traveling northbound on the Southeast Expressway when some debris appeared in the road.  Not having any way to avoid it, I ran over it and immediately had a flat tire.  I pulled over to the side of the road and found myself sandwiched between the Expressway on the left and the Frontage Road on ramp to my right – a pretty frightening place with cars and trucks zooming by on both sides.

I called the roadside assistance service I have for my car and was told by the attendant that the state provided assistance for that part of the Expressway and that he would notify them immediately.    He also suggested that I call 911 so that a state police officer could respond as well.  The state policeman was there in less than 10 minutes, parked behind me with lights flashing, stepped out of his cruiser to make sure I was okay and said he would stay with me until help arrived.

About 10 minutes later, your employee and my new hero, Sal Talluto drove up in his tow truck.  I hopped in the truck and  he towed my car to your facility in Somerville where he could safely change my tire.  He was so calming, friendly and helpful – I can’t say enough about the great service he provided to me!!!

When you were at our office a few weeks ago, you talked a lot about the importance of customer service so I want to let you know that, in my book, you have definitely succeeded!!!!  Please pass along my sincere appreciation to Sal again – you have a gem there and a terrific ambassador for MassDOT.

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