A day in the life of an AA patrol man
2:24pm Monday 28th April 2008
"THE breakdown business is unpredictable - you can have everything coming at once or nothing at all," says Scott Illman.
Scott should know. He's been with the AA for 10 years, winning Patrol Man of the Year in 2001. In this role, he spent a year off the road, promoting the AA and fulfilling media engagements - including an appearance on Emmerdale - and had his face splashed on a 16-storey advertising billboard beside the M4.
Here is a taste of his working day.
8:41am - The first job of the day is on an industrial estate in Romsey. An embarrassed van driver has stuck the key from one company van into the ignition of another, where it has become jammed, immobilising both vehicles as there's no spare key.
Scott attempts some "keyhole" surgery on the van ignition switch but, after about 30 minutes, has to resort to more drastic tactics. With the customer having signed a release, Scott chisels out the lock barrel and both vans are mobile again after almost an hour.
"I don't mind how long I take, as long as the customer's happy," he says.
Scott was formerly lead technician with the Yamaha works GP motocross team. As well as patrolling, he is a member of the AA's special projects team working on technical improvements to the organisation's systems and equipment.
9:45am - A 75-year old lady and her disabled husband are in a courtesy car that has ground to a halt near Chandlers Ford. The computer allocation and linked GPS system means we're there less than 15 minutes after she calls.
Scott explains that a vast majority of breakdowns are due to the same routine problems - flat batteries, punctures, keys locked in the car, flooded engine or putting the wrong fuel in.
Sure enough, the lady has put petrol in an unfamiliar diesel car. Rather than mess about getting his hi-tech towing frame out, Scott snaps on a solid towing tube and, by 10.35am, the grateful driver is back at the garage picking up another courtesy car.
"It's all about what the customer wants - sometimes it's fix the member, not the car," he says.
"For example, we had a job where a family was heading to Southampton Airport to go on holiday and their car had broken down on the way. We took them to the airport first and then fixed the car afterwards."
11:06am - An elderly gentleman in suburban Southampton has a flat battery. We're there in 10 minutes.
The member has left his interior light on, so Scott boost-starts the car then tests the battery to make sure it's OK.
He carefully explains the problem, what he's done to rectify it and any further action that the customer needs to take.
Scott is the consummate diplomat for whom customer service is a major part of the job.
"You've got to be seen to be doing the best for the member all the time," he says.
12:58pm - An old Audi coupé has a suspected blown head gasket off the M27. The vehicle will have to be towed, but the member's cover doesn't include recovery.
Officially, Scott should just leave him at the side of the road but, instead, he crafts a clever solution involving the member upgrading his membership over the phone and then bends the rules to tow the car about 20 miles to where the member's father can meet him without having to undertake a dangerous tow along the motorway.
Once again, everyone's happy.
Scott's van, which he describes as his office, workshop and tow truck, is packed with technology. The mid-section of the van is packed with tools and equipment. It is also home to a laptop computer, which is packed with technical information, from wheel nut torque settings to manufacturer recall faults on every car on the road.
The computer carries an invaluable database of hints, tips and descriptions of obscure faults and their remedies contributed by AA patrols across the country. On top of this, it functions as a full diagnostic system - as powerful as a main dealer's system, but covering all makes - when plugged into a vehicle.
2:41pm - We're notified of a non-starting Freelander in Southampton hospital car park. The driver has left the lights on and flattened the battery - "the warning buzzer didn't sound", she says, embarrassed.
A quick jump start, a check over and a bit of joking about to ease her embarrassment and the member is on her way.
Once again, the motorist drives off happy and it's time for Scott to head back to base.
"I don't think we've left anyone without a smile on their face," he says.
Thanks to the AA for its assistance with this article. For further details about AA breakdown cover, log on to www.theaa.com