Counteracting Aggressive Customers

By Randall C. Resch

Sometimes there aren’t visual pre-signs to violence. When there’s no pre-warning that an awaiting customer experiences meltdown, it’s easy to miss outward signs when assessing a potential, violent interaction. If faced by an overbearing lunatic with an aggressive attitude, what would your response be to avoid an unwanted attack?

Our work oftentimes leads to violence. One-hundred eighty-eight recorded, violent acts against tow personnel, repo agents and operators date to the 1920’s, and help to illustrate that people have been on-edge for a host of issues, including drug use, politics, religion, war, loss of work, finances, even divorce and soured relationships.

The slightest act of “disrespect” can turn calm interactions into a full-blown fracas. Be aware that Ken’s and Karen’s are those customers and motorists you deal with every day. For towers and tow office personnel alike: How might a stranger’s aggressive irritation affect you?

Unleashing Violence

Take into consideration the “Flight or Fight Syndrome.” Are you smart enough to “de-escalate” potentially violent situations? After reading “tough guy” remarks on tow forums regarding this topic, I’m not so sure towers understand the importance of “de-escalation.” Will you react with calmly or initiate a level of violence that could get you jailed, or, worse yet, get you killed?

While some acts are unprovoked, stressed, agitated, even “normal individuals” can react with violence. To illustrate that point, consider two, tow related incidents.

Scenario One:  February 5, 2020, 42-year-old, Trooper Joseph Bullock, Air Force veteran and 19-year veteran of Florida’s Highway Patrol, stopped to check on a stopped motorist near Palm City. Determining the motorist needed a tow, Trooper Bullock requested a tow truck to his location.

As the operator loaded the disabled vehicle, an argument reportedly ensued over the price to tow. Angered at his inability to pay, the motorist, without indication, walked to the trooper’s police cruiser and shot Trooper Bullock in the head. The shooter then attempted to kill the tower as he ran from danger. Luckily for the tower, the gun jammed furthering his escape.  

An off-duty detective (from another agency) witnessed the exchange only to insert himself into the gunfight, firing multiple rounds at the shooter. Although one round struck the shooter in the chest, the shooter took the coward’s way out with a single shot to the head.

Scenario Two:  Near, Oceanside, California, May 2002, 23-year-old, Bryan Naylor, a Freeway Service Patrol operator, noticed a lone Cadillac stopped in the shoulder of southbound I-5 near Marine Corps Station, Camp Pendleton. Because assisting is an FSP duty, Naylor approached the motorist to inquire about the car’s problem.

Asking if he needed assistance, Naylor recognized the male’s irritated demeanor, simply advising him it was unsafe to be stopped on the highway’s shoulder. As Naylor returned to his truck, the motorist fired multiple shots dropping Naylor to the pavement.

The shooter fled afoot’ crossing the highway’s eight-lanes, jumping the fence onto Camp Pendleton. A passing Marine who witnessed the fracas, pulled Naylor to safety. Long story short, the FSP operator survived with the shooter being subsequently killed by Oceanside and Marine Corp police. Note: The CHP reported, “There was no altercation.”

Ladder of De-Escalation

Not to suggest these towers did anything to provoke an attack, it’s a reality true for repo agents and tow operators. There’s a proved “thin, fine line” referring to inherent dangers of simply conducting business. Because of known undue violence against tow and repo personnel, knowing (and practicing) “how-to counteract”  is the first rule of engaging customers and vehicle owners. A tower’s aggressive response, accompanied by puffing up, may be the catalyst that incites anger and violence.

 “De-escalation” isn’t typically taught to tow and repo personnel in which simple, polite, customer interaction could be the saving grace that avoids violence. Tow owners take note, especially if your company conducts repos and PPI’s. Topic specific training is necessary!

Knowing that towers and repo agents are from tough stock, “backing down” oftentimes creates escalation of violence. In a nutshell, learn how-to avoid escalation! When towers are emotional and become aggressive, the angry instigator declares victory when towers are sucked into their agitation. Remember; calm heads prevail! Eight ladder-steps of escalation to avoid are:

1. Irritation

2. Frustration

3. Disrespect

4. Anger

5. Defensiveness

6. Aggression

7. Threats of Violence

8. Violence

Handle it Proper

Knowing (and practicing) steps to de-escalation is a requirement for individual safety. Ask yourself, “Do my on-scene actions promote violence?” It doesn’t require a psychology degree to practice de-escalation techniques, simply because “It takes two ta’ tango.”

The ability to de-escalate should be in the forefront of every tow professional’s bag of tricks. Sometimes, backing down isn’t an act of weakness, but a lifesaving choice.

To stimulate in-house training and discussion, watch, American Towman TV’s, Emily Oz, feature a short video introducing the importance of “De-Escalation.” Watch it, apply it. Scroll to the Link:  https://www.youtube.com/watch?v=EIkbq_-mhPw       n

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Operations Editor Randall C. Resch is a retired, veteran, California police officer, former tow business owner and industry advocate. As consultant and trainer, he authored and teaches tow truck operator safety courses approved by the California Highway Patrol. For 55-years, he has been involved in the towing and recovery industry. In 28-years, he has contributed more than 760-safety focused articles for American Towman Magazine, TowIndustryWeek.com and is a frequent seminar presenter and beauty pageant judge at tow shows. In 2014, he was inducted to the International Towing and Recovery Industry Hall of Fame, was the 3rd recipient of the industry's "Dave Jones Leadership Award," and is a member of American Towman’s Safety Committee. Email Randy at rreschran@gmail.com.