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

Commonwealth Avenue Bridge Replacement Project Impacts: July 26 through August 11 posted on Apr 23

Commonwealth Avenue Bridge Replacement Project Impacts: July 26 through August 11

MassDOT today announced that it will conduct intensive construction operations to replace the westbound side of the Commonwealth Avenue Bridge over 15 ½ days from Thursday, July 26 through Saturday, August 11, as part of the ongoing $110 million bridge placement project. These types of construction operations   …Continue Reading Commonwealth Avenue Bridge Replacement Project Impacts: July 26 through August 11

MassDOT: Second Annual Holyoke-South Hadley Connecticut River Roll and Stroll posted on Apr 23

MassDOT: Second Annual Holyoke-South Hadley Connecticut River Roll and Stroll

MassDOT is pleased to announce that the second annual Connecticut River Roll and Stroll Street Festival will take place on Sunday, May 6, 2018 marking the official kickoff of MassDOT-sponsored outdoor events this season aimed at promoting healthy transportation. The Connecticut River Roll and Stroll   …Continue Reading MassDOT: Second Annual Holyoke-South Hadley Connecticut River Roll and Stroll

MassDOT: Tobin Bridge Project Updated Impacts posted on Apr 20

MassDOT: Tobin Bridge Project Updated Impacts

MassDOT has announced an updated schedule for traffic impacts for the Tobin Bridge Repair project. The sequence of work and corresponding impacts have been updated to better accommodate and optimize travel throughout the region as MassDOT is carrying out several major infrastructure projects this construction   …Continue Reading MassDOT: Tobin Bridge Project Updated Impacts