Insights from TCI Transportation’s Mike Margarone
In an industry as complex as used commercial trucks, success isn’t just about moving inventory – it’s about building relationships that last generations while staying ahead of industry changes. TCI Transportation’s Used Commercial Trucks division exemplifies this balanced approach, combining deep customer relationships with forward-thinking adaptation to industry changes. With over 4,000 power units and a customer base spanning decades, TCI has built its reputation on a foundation of trust while continuously evolving to meet tomorrow’s challenges.
We sat down with two leaders who embody this dual approach: Martha Servin, a 22-year veteran whose customer-first philosophy has created lasting partnerships spanning generations, and Keith Pillow, whose rapid rise through the ranks represents TCI’s ability to recognize and nurture forward-thinking talent. Together, they reveal how TCI maintains its industry leadership through a unique combination of relationship building and industry innovation.
Personal Journeys, Mentorships, and Company Culture
Could you share how each of you began your journey with TCI’s Used Truck Sales department?
Keith: My story actually starts with my sister, who was already working for TCI. She told me about an open position, and I started at the very bottom as a porter in Fontana. I was washing trucks, moving vehicles and trailers, handling fueling—basically doing all the jobs nobody else wanted to do. If someone needed help in Pomona, I’d volunteer. If they needed a truck driven to Texas, I was first in line. I put my whole heart into everything I did, and people began to notice, which led to my becoming lead porter and later moving to the rental department as an agent assistant. Eventually, I caught Andrew’s eye—there’s actually a funny story where I had applied for a safety position, and when they brought up my name, Andrew said, “No, you can’t have him!” His mentorship and support have been instrumental in getting me where I am today, overseeing truck sales.
Martha: My path to TCI began after serving in the military. Initially, I had planned to pursue nursing and was working at an international dealership handling administrative duties to put myself through school. A mentor there taught me everything about financing and insurance. To really understand the industry, I committed to an eight-month course learning how to spec trucks—from axles to ratios to payloads. It was challenging, especially since there weren’t many women in the industry at the time, and even fewer Latina women. But with that early guidance and encouragement, I hit the ground running, selling 10-15 trucks in my first few months. That was the beginning of what would become a 22-year journey with TCI.
Based on your experience, how would you describe the role of mentorship within TCI’s culture?
Martha: The mentorship culture at TCI has been vital to our success. When I started, Dan and Gerry took me under their wing and taught me everything they knew. They didn’t see me as a woman or a Latina – they saw potential and helped me through every challenge. They treated me like family and shared all their industry knowledge. Now, I have the opportunity to pay that forward, working with our new salespeople and helping them develop their skills.
Keith: That’s exactly right. I’ve been fortunate to have Andrew as a mentor – it’s particularly meaningful because he also started from the bottom, washing trucks just like I did. Before TCI, I worked with my father in his classic car business, which gave me a small business perspective. Now, working with TCI’s leadership, I’m learning what makes a major corporation successful. Martha’s been an incredible mentor too. I’m like a sponge – soaking up knowledge from everyone around me.
Building Trust Through Excellence
In what ways does TCI stand out in the used truck market?
Martha: It’s about understanding not just our product line, but our customers’ specific needs. We deal with many first-time buyers and companies that don’t necessarily know what type of equipment they need. Whether it’s a Freightliner or International, whether they need specific horsepower or engine types, we take the time to explain everything. When you sell a customer the perfect fit for their operation, they remember that. That’s why about 40% of my business comes from repeat customers and referrals.
Keith: Being a one-owner fleet is also what really makes us stand out. When companies flood the market, their trucks have often changed hands multiple times, and maintenance records disappear. With our trucks, we’ve had them since day one. If you buy a 2014 truck from us, we can show you every maintenance record since 2014. That’s incredibly rare in this industry.
Martha: Exactly, and all our trucks are West Coast units, which means rust isn’t a factor – that’s a major selling point. While mileage can be an issue, we offset that by offering third-party warranties, ranging from 90 days to longer-term coverage. Before delivery, we conduct thorough inspections, ensuring units are frontline ready.
In terms of trust-building, how do you build and maintain long-term relationships, especially with customers from out of state?
Martha: When selling sight-unseen to customers across the country, transparency is key. I’ll do a thorough bit inspection, complete necessary service, send detailed videos and pictures of the unit, and provide all maintenance records. I also offer a 30-day warranty covering engine and transmission. This approach has led to customers buying 10 or 15 trucks at a time without ever visiting our lot.
Keith: We recently sold a truck to a customer in Michigan who never came to inspect it. We earned his trust through complete honesty and detailed documentation. If we’re going to fix something, we make sure it’s 100% ready before it leaves our lot. I always tell customers, “This is a big purchase, like buying a house. I want to make sure everything makes sense for you.”
What’s your strategy for managing nationwide sales and deliveries?
Martha: For nationwide deliveries, I actually prefer having trucks driven to their destination rather than transported – it gives the unit a good test drive before reaching the customer. We work with trusted transport vendors we’ve built relationships with over years, and they handle all the logistics.
Keith: We adapt our delivery method based on the situation. For high-value vocational units, we might opt to transport them on trailers. We’ve even shipped trucks in cargo containers to Alaska. Having multiple locations across the country helps us manage deliveries more efficiently, and we’re continuing to expand. We’re looking at new opportunities in Texas and other regions to better serve our nationwide customer base.
Meeting Market Challenges
How do external factors shape the way you approach your business strategy?
Martha: Transportation is often the first industry to feel economic changes. For example, this year our usual peak season from May through September was affected by labor union negotiations at the ports. We also have to stay attuned to seasonal demands – everything from holiday shipping patterns to fire season can impact our business.
Keith: I’m constantly studying market opportunities. When I see a dump truck or roll-off unit on the road, I’ll take pictures of the company name – it might lead to future business. Natural disasters, like the recent hurricanes in Florida, can suddenly create demand as companies need to replace damaged equipment. Even elections affect buying decisions because people are uncertain about future policies and interest rates. Understanding these patterns helps us position our inventory effectively.
With California’s unique regulations in mind, what impact have these changes had on your work and the industry?
Martha: California’s regulations, especially those implemented January 1st of this year, have fundamentally changed our industry. The state’s push to electrify by 2035 requires companies to maintain a certain percentage of compliant vehicles in their fleet to avoid fines. These regulations have added $15,000 to $20,000 to unit values just for compliance components.
Keith: It’s created what we call “renegade states” – places like Arizona and Texas where you can run trucks without the same strict requirements. Nevada is trying to align with California’s laws but isn’t quite there yet. This regulatory patchwork creates unique challenges but also opportunities. We’ve become experts at helping customers navigate these complex requirements.
Innovation & Adaptation
Which types of commercial trucks are currently attracting the most interest from customers?
Martha: Right now, vocational trucks are capturing a lot of attention, especially given the emphasis on infrastructure projects and government contracts in California. This has increased demand for specific units like roll-offs, super tandem trucks, and water tankers. With our broad selection of vocational trucks, we’re well-prepared to meet these needs, and our customers recognize us as a top source for this type of specialized equipment.
Keith: We’re also seeing more interest in electric vehicles (EVs), particularly for applications like yard spotters where they perform well in controlled settings with reliable access to charging. For customers exploring city routes, medium-duty EV trucks are also appealing because they typically offer a practical range of 100-120 miles. Our role has been to guide customers through the transition, making sure they understand how EVs perform in real-world conditions, especially regarding terrain, climate, and charging logistics.
Why do you think the vocational truck market has become so strong?
Keith: The vocational market is fascinating because it’s driven by government contracts and infrastructure projects. When something like the Caltrans train project from Los Angeles to Las Vegas gets approved, construction companies win bids and suddenly need equipment. We’ve developed expertise in specialty applications – like California fire-spec water trucks during fire season.
Martha: California has implemented significant funding for construction projects, which has driven demand for vocation trucks. Being one of the few dealerships with a high volume of these types of units available for sale has positioned us well to serve this growing market.
How is TCI approaching the industry-wide transition to electric vehicles?
Keith: Right now, yard spotters are our success story in the EV space. They’re proving themselves in controlled environments where charging infrastructure is more manageable. When companies ask about EV box trucks, I always discuss practical considerations – where they’ll charge, how terrain and climate affect range, and real-world performance versus paper specifications.
Martha: We’re taking a strategic approach, focusing first on yard tractors where EV technology is most proven. We’ve partnered with Kalmar for over 10 years and are now authorized dealers in both California and Arizona for their EV products. The medium-duty market is showing promise with ranges of about 100-120 miles for city work, but vocational units present bigger challenges because they require heavier engines and more torque.
So for your customers, how do you help them manage the complexities of shifting to electric vehicles?
Martha: In addition to our partnership with Kalmar, we recently hired a compliance manager who helps us understand the latest guidelines and available grants. This expertise allows us to help customers make informed decisions about their fleet transitions.
Keith: The key is being honest about both capabilities and limitations. When manufacturers claim certain range capabilities, we dig deeper into real-world conditions. We help customers understand practical considerations like charging infrastructure, terrain impacts, and climate effects. This honest approach builds trust and helps customers make informed decisions about when and how to integrate EVs into their operations.
What do you think the EV transition will mean for the industry over the next decade?
Keith: The transition is complicated by practical realities. When manufacturers tell me their EV box trucks can go 250 miles on a charge, I ask if that’s on paper or in real-world conditions. What happens when you’re going uphill? When you’re running air conditioning? When you’re carrying a full load? These are the questions we need to answer before we see widespread adoption.
Martha: California’s goal of electrification by 2035 seems ambitious given current infrastructure challenges. We’re effectively using the EV yard tractors as a test case. I believe the next two to three years will be crucial in determining how the broader EV rollout progresses. Class four to class six vehicles are starting to gain traction, but class eight trucks are going to be much further down the line.
Building the Future of Used Commercial Trucks – One Relationship at a Time
Looking ahead, how do you see TCI’s truck sales business evolving to keep up with market changes?
Martha: TCI’s future in truck sales is built on solid foundations of customer trust and expertise in understanding the industry’s unique demands. With our experience in both traditional and vocational trucks, as well as our growing knowledge in electric and alternative fuel vehicles, we’re well-positioned to support customers as the market changes. I think the relationships we’ve built will continue to grow as we adapt to the industry’s evolving landscape, including expansions into new regions.
Keith: It’s a pivotal time in truck sales, and I see TCI as being at the forefront. With the rising demand for both vocational and electric vehicles, there’s an increasing need for knowledgeable guidance. We’re helping customers make sense of new technology, regulatory changes, and practical needs. TCI’s commitment to service beyond just selling trucks is what sets us apart—we’re aiming to become a comprehensive support system for our customers’ fleet transitions. This approach not only strengthens our relationships but also positions us as leaders in the future of truck sales.
Finally, what advice would you offer to others in the industry who want to stay competitive?
Martha: Knowledge is power – that’s always been my rule of thumb. You need to understand not just your product line, but the entire regulatory landscape, especially now with EV transitions and compliance requirements. Success in this industry comes from being able to explain complex requirements to customers in ways that help them make informed decisions.
Keith: You have to stay one step ahead. I always say, “Your next move is your best move.” This industry changes constantly – whether it’s regulations, market conditions, or customer needs. You need to be ready to adapt while maintaining your core values and commitment to customer service.
In the used commercial truck market, shifting regulations, advancing technology, and changing customer demands are reshaping the landscape. TCI Transportation’s Used Commercial Trucks division has embraced these changes with a balanced approach that combines industry expertise with relationship-driven service. As shared by Martha and Keith, TCI’s strategy goes beyond just moving inventory—it’s about becoming a trusted advisor to customers and adapting with them as the industry evolves.
With a deep understanding of customer needs and a commitment to staying ahead in areas like electric and vocational vehicles, TCI has built a reputation for reliability and forward-thinking guidance. By fostering a culture of mentorship, delivering tailored solutions, and maintaining transparency in every transaction, TCI stands out as a partner that customers can rely on through each market shift. As the industry moves forward, TCI’s unique combination of innovation and customer focus ensures it will remain a leader in both service excellence and industry adaptation.
About Martha
Martha Servin is a 22-year veteran of TCI Transportation’s Used Commercial Trucks division. With a background in the military and a strong customer-first philosophy, Martha has built enduring partnerships across generations of customers. Her expertise in truck specifications and her ability to mentor new sales team members make her a cornerstone of TCI’s success. Martha’s deep knowledge of the industry and dedication to transparency have established her as a trusted advisor for customers navigating today’s complex transportation landscape.
About Keith
Keith Pillow has risen through the ranks at TCI Transportation, starting as a porter and advancing to his current leadership role in truck sales. Known for his proactive approach and commitment to excellence, Keith combines hands-on experience with forward-thinking strategies to guide customers through market challenges. Drawing from his small-business background and the mentorship of TCI leadership, Keith brings a unique perspective to building lasting customer relationships and embracing innovative solutions for the future.
