I cofounded Focus because I knew that by focusing on the basics we could build a great business. From the beginning we have taken a single-minded approach to five core values that in the collections business enable uncompromising operational excellence.

Leadership: Leadership creates the culture. We have been careful from the beginning to bring in leaders who share our values of performing for customers ... taking care of business first. Everyone in our company knows that our first priority is exceeding our customers’ expectations.

Recruiting: We try to create an irresistible environment (employer of choice) for talented collectors, especially experienced talented collectors. Recruiting good collectors and then keeping turnover low is an ongoing initiative for us.

Training: Since we can’t staff our growth entirely with trained collectors, we have to have an effective training program. Good training also keeps our best collectors at the top of their game.

Rewards: We hire the best. The best demand—and deserve—a just reward and we are not shy about giving it to them.

Technology: We think our platform is a unique differentiator. Our systems are flexible and cost effective, allowing us to maximize efficiency.