James McNeil is joined by agency owners Emily Hester, Michael Farhood, and Jeremy Cross for a timely discussion about fuel costs and what they mean for the industry. They examine fuel surcharges, regional pricing, the limits of a contingency model, and the operational decisions agencies face when their costs rise faster than their rates.

The panel also looks beyond the immediate spike: What would a lasting, predictable way to account for fuel costs look like for both agencies and clients?

Presented by the American Recovery Association

Billie Jo brings a rare perspective to the conversation. She has owned and operated a repossession company, built a locksmith business, founded Royal Key Supply, and now works directly with recovery agencies, forwarders, lenders, and industry organizations to improve understanding around keys, training, pricing, and operational sustainability.

The discussion goes well beyond the cost of a key. Billie Jo and James break down why pricing can vary so dramatically, the growing technical complexity of newer vehicles, OEM software and equipment requirements, the challenges of flat-rate pricing, and why key revenue has become increasingly important to the health of recovery agencies.

They also tackle the bigger conversation around rising operating costs, uncompensated services, forwarder economics, agent profitability, client education, and what it takes to build a healthier and more sustainable repossession industry.

Billie Jo is experienced, outspoken, and deeply invested in the future of the recovery profession. This is a direct, practical conversation about where the industry is today, how it got here, and what needs to change going forward.

Patrick shares the path that took him from skip tracing and frontline debt collection into law, and how that background ultimately led him to focus much of his practice on consumer finance, wrongful repossession litigation, compliance, and defense work for recovery agencies. From there, the conversation turns to some of the most difficult issues facing the industry today and the gap between having policies on paper and actually living them in practice.

James and Patrick also dig into what happens when a repossession claim is filed, what defense counsel looks for first, why credibility matters so much, how agencies can better prepare themselves before a claim ever happens, and the role lenders, forwarders, agencies, insurers, and attorneys all play in the broader compliance ecosystem.

The conversation also explores the value of video evidence and long-term retention, not only in defending claims but as a tool for training, coaching, accountability, and improving day-to-day operations.

Along the way, Patrick shares lessons from the courtroom, thoughts on what makes an agency easier to defend, and why continual improvement matters whether you are practicing law, running a recovery company, or trying to shave a few strokes off your golf game.

This episode of On Hook with James McNeil is sponsored by Digital Recognition Network (DRN).

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On Hook with James McNeil, presented by the American Recovery Association, is an ongoing, long-form conversation about how the world of repossession actually works, told through the people building it.

Todd shares how growing up in his father’s towing and collision business eventually led him into a 16-year law-enforcement career. He also reflects on meeting his wife and business partner, Darcy, and the difficult early years of building Indiana Recovery Services from two trucks and four employees into one of the largest recovery operations in Indiana.

The conversation also explores agent training, body cameras, professionalism, insurance costs, outdated rates, compliance, industry fragmentation, and the growing concerns surrounding LPR staging and assignment safety. Todd closes with his perspective on ARA leadership, mentorship, and why meaningful change requires more people across the industry to get involved.

Jordan began his career in the repossession industry in 2006 and founded Alpha Recovery in 2008, growing it into the largest repossession company in Arizona. After identifying the need for better logistics tools within the industry, he founded Clearplan and later joined OPENLANE as Director of Operations for Clearplan and RDN.

John serves as Vice President of Recovery Database Network, where he oversees strategy, sales, client relationships, product innovation, and partner success. He joined RDN in 2019 after previously serving as Vice President at PAR North America.

In this episode, John and Jordan discuss their paths through the industry, the evolution of recovery technology and logistics, and how RDN continues to support recovery professionals and lender partners.

With nearly 40 years of experience beginning in 1985, Vaughn has built a career rooted in professionalism, compliance, operational excellence, and a commitment to advancing industry standards. Over the years, he has owned and operated one of the nation’s premier recovery agencies, served on the Board of Directors for the American Lenders Service Company, conducted training seminars for recovery professionals across the country, and spent more than 27 years as a licensed private investigator. He also holds a degree in Criminal Justice.

As a past President of the American Recovery Association, Vaughn has championed initiatives focused on agent safety, professional training, ethical business practices, and elevating the public image of the repossession industry. Today, he continues to advocate for stronger compliance, better customer service, and operational excellence while mentoring the next generation of recovery professionals.

It is a fitting first conversation for the series: a look at where the recovery industry has been, how it has evolved, and where it may be headed next. This episode explores lessons learned from a lifetime in the recovery business, along with Vaughn’s perspective on leadership, professionalism, compliance, and the future of collateral recovery.