Association of Progressive Rental Organizations

RTO World 2019 Speaker Spotlight Nancy Friedman

Nancy Friedman
Founder and President
Telephone Doctor

RTO World is excited to have Nancy Friedman, famously known as the ‘Telephone Doctor,’  join us for two educational sessions at this year’s convention and tradeshow as she shares her immense knowledge on positive customer service. Friedman is one of the country’s foremost experts on customer service, sales, communications, and telephone skills and is president of Telephone Doctor Customer Service Training. Some of her past clients include Good Year Tire, Subway, and the Chicago Cubs. She has also appeared on Oprah, Fox News, CNN, and Good Morning America. Friedman has written 9 books about successful customer service and has been written in by the Wall Street Journal and USA Today.

Friedman is just as excited as we are to be at RTO World 2019. Check out the video she posted sharing her excitement and announcing herself as a speaker.

We can’t wait to be in Louisville in a few short weeks. See you there!

WHEN:
RTO World 2019
August 6-8
Louisville, Kentucky

Golden Nuggets of Sales and Customer Service
Small Batch Managers’ Experience
Tuesday, August 6
1:45 – 2:35 PM

FACT: You have less than 20 seconds after a customer walks into your store or calls your company to influence their decision. What you do in those 20 seconds can make or break the sale. Nancy’s Golden Nuggets program will cover topics like this and others including How to Handle Upset, Irate Customers; Listening Skills, Questioning Techniques; and Resiliency (bouncing back from negativity). Each section will provide a golden nugget of wisdom for attendees to take back to stores and apply quickly!

Hell Hath No Fury Like a Customer Scorned – The Five Forbidden Phrases
Small Batch Managers’ Experience
Wednesday, August 7
10:00 – 10:50 AM

Can you think of some wicked little phrases that instantly turn you off? Imagine what they’re doing to your customers. Nancy focuses on the Telephone Doctor’s famous FIVE FORBIDDEN PHRASES and you’ll recognize them right away. Learn how to permanently banish them from your vocabulary and replace them with better phrases that build customer loyalty and increase sales.

 REGISTER TODAY! 

The RTO World host hotel room blocks are also filling fast! Register for both your hotel and the convention now to secure your spot at RTO World. The Marriott is now SOLD OUT of rooms on August 5 and 6 with very limited rooms for August 7 and 8. The Hyatt still has space, so book your stay today. If you have difficulty getting into RTO World room blocks, contact APRO at 800/204-2776, info@rtohq.org.


Click below for the full event schedule.

Upcoming Events




Mike Lewis

Mike Lewis is a Premier Rental Purchase franchisee with multiple stores and currently serves as Vice President of Operations. With 33 years of experience in the rent-to-own industry, he has spent the past 20 years working closely with franchisee owners and previously spent 12 years in Corporate RTO, gaining a strong foundation in the business.

For the past five years, Mike has been sharing his knowledge by teaching managers and franchisees at the company’s Training Center.

Outside of work, he enjoys time with his family, kids, and grandkids, and appreciates the simple things in life – especially riding his Harley Davidson with the sun on his face. If you know, you know!

Lauren Talicska

Arona Corporation dba Arona Home Essentials

Lauren Talicska is an experienced multi-channel marketing specialist and the Vice President of Marketing & Communications at Arona Home Essentials. She has found her home in the RTO community, supporting stores in branding, growth, and increasing traffic.

You may recognize Lauren as a former RTO vendor, including her time as a partner for Nationwide RentDirect, or her previous participation in the APRO Vendor Advisory Committee. Lauren calls Columbus, Ohio, home and spends her workday crafting and executing marketing promotions from inception to realization, all while supporting the branding and social media needs of all the Arona stores in 12 states (plus Puerto Rico!).

Charles Smitherman

APRO

Charles Smitherman, JD, PhD, CAE, became CEO of APRO in 2023, bringing years of legal and executive experience in the rent-to-own industry. 

Prior to joining the association, Charles served as COO, General Counsel, and Vice President of PTS Financial Services, where he played an active role in the rent-to-own industry by representing his company through PTS’s club program offering with APRO member dealers. Charles is an attorney with two decades of experience across a wide variety of areas, including RTO, consumer financial services, antitrust, corporate law, mergers and acquisitions, litigation, franchise law, and privacy law. Following law school at the University of Georgia, Charles earned a Master of Legal Studies and PhD in Law from the University of Oxford in England.

Charles is credentialed as a Certified Association Executive (CAE) with the American Society of Association Executives, a Certified Franchise Executive (CFE) with the International Franchise Association, and a Certified Information Privacy Professional (CIPP/US) and Certified Information Privacy Manager (CIPM) through the International Association of Privacy Professionals. As APRO’s sixth CEO in its 45-year history, he brings a collaborative, member-focused approach to association leadership, emphasizing transparency, advocacy, and value creation. Outside of work, Charles is an active ultra runner and open water swimmer.

Mike Kays

Ashley Furniture Industries

As VP of Rental Sales for Ashley Furniture Industries, Mike thrives on building relationships with our RTO industry veterans, and helping businesses grow through new product, new marketing, and new supply chain options.

Mike works to leverage a wide breadth of relationships and influence, intimate knowledge of market trends, and unique knowledge of what RTO dealers need from a supplier to be successful.

The saying goes that a high tide raises all boats, and our goal is to leverage the world’s largest furniture manufacturer to drive the continued growth of the RTO industry and all the suppliers.

Mike Tissot

Countryside Rentals Inc., dba Rent-2-Own

Mike grew up in the rent-to-own industry under the guidance of his father, former APRO President and RTO legend Darrell Tissot. For nearly 25 years, Mike’s innovative leadership has helped expand the family business to more than 40 stores across Ohio and Kentucky while also shaping the industry as a whole.

He has served as President of the Ohio Rental Dealers Association, an APRO board member and Treasurer, and President and Treasurer of the TRIB Group. His contributions have earned him the APRO President’s Award of Excellence and the title of APRO Rental Dealer of the Year.

Outside of RTO, Mike enjoys time at the lake house or in Orange Beach, Alabama, with his girlfriend, Angela Strong McCool. A passionate Cincinnati Reds fan, he rarely misses a game, whether watching or listening alongside his parents. He also takes every opportunity to visit Arizona, where his daughter is currently attending Arizona State University.