Ethics and Professionalism

by Robert Tavelli
Collector's Inc, April 1997

“There is no right way to do a wrong thing” In my agency, I demand this. This article raises a clarion call for honesty and integrity in your business, and in our industry. There is no in between, no gray area, when it comes to values, ethics, and the right way versus the wrong way in your business. In running your business, you represent your industry. Your represent my industry. How well do you run your agency? To help you understand this question, I will introduce my version of a different paradigm, what I call “The New Agency Model.” In doing so, I will give you a conceptual framework to gauge you agency’s success.

Why is this important? Because public perception is ultimate. Many businesses are not well run. In our own industry we respect our competition. We are concerned for our public image, and the damage done by the transgressions of a few. Positively stated, how many of us adhere in thought, word and deed to the most powerful internal Mission Statement possible, namely, the literal pledge under the California Association of Collectors? I do not believe the creed under the California Association of Collectors stands for something. I believe it stands for everything. Not only is there no right way to do a wrong thing is today’s consumer environment, the tolerance for doing the wrong thing, for doing something that is dishonest, is zero. Clients will eventually migrate to another agency that is honest.

Years ago, when first starting my agency, I worked by myself in a 500 sq. ft. of shared office space. At one new client’s office, I excitedly picked up two invoices for collection. Regretfully, I lost the two invoices. What would you have done? What would anyone in your agency do? Embarassed and upset, I instinctively did the right thing, the honest thing. I went back to the client and told the truth. I did not “misplace” the invoices, I lost them. They not have additional copies, and neither did I. What do I do? I paid on the full outstanding balance. The client, surprised, tried to make me fell better”:” At best, had you been successful, you only would have remitted 50% on our behalf.  Pay us 50% if anything.” “No,” I said. “If I finish this situation the right way, and pay you in full, I’ll never make this mistake again.”  
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