Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24W Whether you drive Ohio roads in the snow, play golf, or simply root for Ohio sports teams, you have prob- ably benefited from a product or service supplied by The Arms Trucking Company. Arms Trucking is a company whose name does not tell the whole story. While it is one of the largest bulk haul- ing companies in the region—with more than 100 trucks available to move dry bulk products such as aggregate in the region spanning from New York and Pennsylvania to Michigan—Arms is also a major supplier of road salt, runs a marine terminal with warehouse and outdoor stor- age in Toledo, and supplies specialized sand and soil mixes for golf courses and sports fields. Arms Trucking was founded in 1953. Howard Bates began working there in 1970, greasing trucks and, later, as a driver. Bates, along with two partners, purchased the company in the 1970s. The partners have since retired, and Howard is now the sole owner of the company, said Brian Bates, Howard’s son and company vice president. Brian and his sister, Abbie Logan (who handles administrative duties), started working for the company in the early 2000s. Brian, who has a degree and background in golf course management, helped steer the company’s 2009 acquisition of Pennsylvania-based D.M. Boyd Company, which supplies bunker sand, topdressing and other spe- cialized blends. Customers have included The Ohio State University, where Arms Turf supplied a mix for the grass practice football field, the Dayton Dragons, as well as dozens of golf courses in the region. While diversification into salt, sand and soil has cushioned the company against a slowdown in any one sector, Arms has one philosophy, no matter the product or service. “We always put service to our customers first,” Brian Bates said. This is how serious the company is about service: in snow season, Arms dispatchers staff the phones from 4 a.m. to 6 p.m. Between 6 p.m. and 4 a.m., any calls automatically roll over to Brian’s phone, which he answers all night long. “At a lot of companies, after 5 p.m. you reach voicemail, but that never happens at our company.” Having reliable equipment is a key component in pro- viding superior customer service, he added. “We need reliable equipment to load the trucks. If the loaders break Operator Delbert Schwab loads salt at Arms Dock in Toledo, Ohio with a Komatsu WA450 wheel loader. CUSTOMER SPOTLIGHT The Arms Trucking Company BALANCES STRATEGIC DIVERSIFICATION, FOCUSED DEDICATION In snow season, between 6 p.m. and 4 a.m., any calls automatically roll over to Brian’s phone, which he answers all night long. “Todd Hornak has done a real good job of servicing us when we need rental equipment or buy new equipment. He has always been there for us.” Brian Bates; VP, The Arms Trucking Company 5