The Industry We Built and the Standards We Must Protect

Professionalism, Integrity and the Road Ahead

GUEST EDITORIAL

After nearly 27 years in the towing and repossession industry, I’ve witnessed incredible growth, innovation, and change. While many of those changes have improved the way we operate, some have challenged the very values that once defined our profession. This industry has always been built on hard work, integrity, respect, and relationships.

As we continue to evolve, it’s worth taking a step back and asking ourselves whether we’re upholding those standards or letting them slip.

When I first entered this industry, your reputation meant something, and your word meant even more. The business was built on relationships, honesty, integrity, and mutual respect. We worked hard, delivered quality work for our clients, and, in return, earned long-term partnerships and steady business. Trust wasn’t something you talked about; it was simply expected.

Years ago, there was also a brotherhood on the streets. Agents looked out for one another and respected each other. We may have worked for competing companies, but there was an understanding that everyone was out there trying to accomplish the same goals: recover units safely, provide for their families, and make it home at the end of the day.

Like every industry, ours has evolved. Technology has transformed the repossession business. Many of the tools available today help us locate units more efficiently, improve productivity, and operate more safely. In many ways, technology has been a tremendous benefit to our industry.

Unfortunately, technology and innovation alone cannot replace professionalism and integrity.

Over the years, I’ve observed situations that raise legitimate concerns about the direction of our industry. I have seen practices that make me question where our industry is headed.

There appears to unethical billing to clients for services that may never actually been performed, the appropriate application of service fees, the responsible use of social media, and the maintenance of professional interactions between agencies and individuals.

I’ve seen situations where fees were questioned because services may not have been necessary or performed, where social media platforms were used to publicly embarrass others in the industry, and where rumors and misinformation created unnecessary division among professionals.

Another growing concern is the lack of professionalism being displayed in the field. The old street rule was simple: first-come, first-served. Today, there are situations where agents intentionally interfere with another agent’s recovery efforts by creating distractions, causing disturbances, or alerting debtors.

Whether motivated by competition, personal conflicts, or something else entirely, such conduct poses risks to everyone involved.

These issues are not simply about individual incidents. They are symptoms of a larger problem: a gradual shift away from the professionalism, integrity, and mutual respect that once defined our industry.

While these situations may not represent the majority of professionals in our field, they happen often enough to raise concerns.

The consequences extend far beyond a single recovery. This type of behavior damages client confidence, creates unnecessary safety risks, increases liability exposure, and reflects poorly on every professional who works hard to do the job right. It can lead to complaints, lawsuits, insurance claims, and increased scrutiny from regulators. Ultimately, the entire industry pays the price.

So where do we go from here? In my opinion, the answer isn’t more regulations or more technology. The answer starts with leadership, accountability, and a renewed commitment to the ethical standards that have always separated true professionals from everyone else.

These days, it seems like everyone wants to open a repo company. There is nothing wrong with ambition, but owning a business comes with responsibilities beyond making recoveries and turning a profit. Agency owners set the standard for the people who work for them. If leadership tolerates unethical conduct, unnecessary conflicts, or behavior that puts others at risk, those actions eventually become part of the company’s culture.

As the saying goes, “Anyone can build a company. Real leaders help build an industry.”

Industry leaders, agency owners, managers, and trainers all have a responsibility to set the tone for the next generation entering this profession. We can teach someone how to locate a vehicle, use technology, and follow compliance requirements, but we also need to teach them how to conduct themselves professionally. Ethics, integrity, and respect should not be optional. They should be the foundation of everything we do.

Over the years, I’ve worked with and learned from some outstanding leaders. I’ve also witnessed situations that showed me exactly what kind of leader I never wanted to become. One of the most valuable lessons I’ve learned is that culture starts at the top. Employees often model what leadership tolerates, encourages, or ignores. That’s why leadership matters.

The good news is that the overwhelming majority of recovery professionals I know still believe in doing things the right way. The values that built this industry haven’t disappeared. They’re still there. They simply need to be reinforced, protected, and passed on to those entering our profession.

At the end of the day, every recovery professional has a choice. We can contribute to the problems we complain about, or we can be part of the solution.

That starts with treating competitors professionally, conducting business ethically, respecting clients, and remembering that our actions shape how this industry is viewed by the public, our clients, and regulators alike.

We all compete for business, and competition is healthy. But there is a difference between competing and intentionally harming another company.

The difference begins when we hold ourselves and each other to a higher standard.

Thanks for listening to my two cents.

Remember: even one small change is still progress.