Post Content

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.

Written By:

Recent Posts

Chelsea: Silver Line Gateway Project Bridge Closure posted on May 22

Chelsea: Silver Line Gateway Project Bridge Closure

MassDOT will close the Washington Avenue Bridge in Chelsea on Tuesday, May 26 at 10:00 AM as part of the Silver Line Gateway Project.  Appropriate detour signs will be in place to redirect traffic and pedestrians, and identify relocated bus stops.  The bridge closure is   …Continue Reading Chelsea: Silver Line Gateway Project Bridge Closure

MBTA: Refurbished Green Line Trolleys Returning to Service posted on May 22

MBTA: Refurbished Green Line Trolleys Returning to Service

The first MBTA Green Line refurbished trolley car was returned to service this week. T personnel are completing test runs on the next refurbished car to return to service in the coming days. These are the first of 86 that are being refurbished. All 86   …Continue Reading MBTA: Refurbished Green Line Trolleys Returning to Service

Travel Safely Memorial Day Weekend! posted on May 20

Travel Safely Memorial Day Weekend!

MassDOT encourages travelers to plan ahead and travel safely during the Memorial Day holiday weekend.  The heaviest traffic is expected Thursday, Friday, and Monday afternoons and early evenings.  Drivers are encouraged to make travel plans accordingly and if possible avoid peak traffic volumes between 1pm   …Continue Reading Travel Safely Memorial Day Weekend!