A New Approach to Roadside Assistance

The fleet employees at AAA Northeast have gone above and beyond to protect themselves and those they come in contact with by following strict new guidelines. They’ve been using face masks, hand sanitizer, disinfecting wipes and nitrile gloves while keeping a safe distance from the people they help.

Their efforts have not gone unnoticed. Members have been raving about the excellent service they’ve received from roadside technicians and automotive services call center employees throughout the pandemic.

Bryan King, of the Providence fleet and Jay Fallon, of the Milford, Conn., fleet, have been among those providing service in person since the outbreak began. With almost 30 years of combined experience at AAA, they haven’t let the virus slow them down.

Bryan King, Roadside Tech-Battery

In the 23 years Bryan King has been with AAA, the last few months have been some of the most unique and rewarding, he said. The coronavirus has changed the way he interacts with members. Rather than approaching them right away, it’s important to communicate openly to establish trust, King said.

“People are already very anxious about being broken down, and the pandemic added a bit of anxiety to that,” King said. “It’s a big responsibility when people put this much faith in us, so we have to take on that role of giving them a sense of ease and giving them the best service possible.”

Jay Fallon, Roadside Tech-Tow

Like King, Jay Fallon considers himself a people person. He takes a lot of pride in how he has served members for over six years. Since the start of the pandemic, AAA has been proactive by providing hand sanitizer and face masks., as well as instructing both Roadside Technicians and members about social distancing during service calls, he said.

Working as a battery technician for many years helped Fallon find the confidence to serve any member, even during a pandemic. But the last few months have been challenging.

Roughly a month ago, Fallon pulled up to a woman whose car was broken down on a highway exit ramp. Due to safety protocols, he couldn’t give her a ride when he towed her car as he would have before the pandemic. But he decided it was best to wait with her until someone could drive her home.

“We didn’t know what to expect when the pandemic started,” Fallon said. “It’s been very tough at times, because they can’t get into the truck, and I can’t bring them anywhere.”

On another call, Fallon was helping a fellow technician move a member’s vehicle that had died in a parking garage. Before entering the car to place it in neutral, Fallon made sure to first ask permission, which was granted. Then, he was able to use his dolly truck to pull the vehicle out of the space. He said he will never forget the high praise he received from the member.

“The best part was getting her trust to go into the vehicle,” Fallon said. “It’s very hard to read people right off the bat when you step out of the truck. That’s why I ask so many questions and avoid touching. They may not be worried about getting sick, but it’s still on their mind.”

Click here for updates on AAA services during the coronavirus crisis.