Running a high-performing rent-to-own store does not necessarily require a large market. It requires a team that understands expectations, builds customer relationships, adapts to new opportunities, and takes ownership of the operation.
Those themes shaped Big A$$ Store: Growing the Business – moderated by Mark Connelly, Partner and VP of Mergers and Acquisitions for Arona Corporation dba Arona Home Essentials – an education session at RTO World 2026 featuring Rich Bailey, General Manager for Fairway Leasing LLC, dba Aaron’s Sales & Lease Ownership; Eric Holdren, Store Manager for Countryside Rentals Inc., dba Rent-2-Own; Yvan Irizarry, Store Manager for Blue Ocean Brands, LLC dba Majik Rent-To-Own; and Deanna Jones, General Manager for Showplace Inc. The panel brought together managers of high-performing rent-to-own stores in communities ranging from about 10,000 to nearly 60,000 people, challenging the assumption that significant store growth depends on operating in a large market.
High-Performing Rent-to-Own Stores Start With the Team
When Bailey was asked what he considered the biggest reason for his store’s performance, his answer began with hiring.
“Biggest reason, you know, that I feel personally is hiring the right person,” Bailey said, adding that managers then need to establish expectations from the beginning. He acknowledged the temptation to hire quickly when a store is short-staffed but argued that waiting for the right person can make the operation stronger over time.
That emphasis on people continued throughout the discussion. Panelists described setting expectations, following up regularly, creating an environment where employees feel supported, and maintaining staff consistency. They connected that consistency to the customer experience, noting that familiar employees can develop relationships with customers and provide more consistent answers and service.
Irizarry placed a similar emphasis on store culture and consistency. He explained that customers benefit from seeing the same employees day after day and receiving consistent answers regardless of which team member they approach. Over time, those interactions can strengthen relationships that extend across generations of customers.
“I think it’s to have that good reputation with the community that helps you be successful,” Irizarry said.
Bailey also stressed the importance of eliminating barriers between sales and account management. Rather than allowing departments to work against one another, he described the store as one team and encouraged managers to give department leaders room to think, make decisions, and develop their own teams.
Keep Learning and Give Employees Ownership
For Holdren, continued learning is part of continued growth. He discussed the importance of learning new products, understanding who they appeal to, and remaining willing to try new approaches rather than relying exclusively on what has worked in the past.
That willingness to learn also extends to employees. Holdren described giving team members considerable autonomy in handling their responsibilities while remaining available when they need guidance. Employees have access to performance information, understand where the store stands, and are trusted to make decisions within their roles.
Bailey described a similar evolution in his management approach. As his store grew, he moved away from making every decision himself and placed greater confidence in the people around him.
Build Customer Relationships Beyond the Store
The panel also discussed how customer engagement has expanded beyond traditional foot traffic. Social media, customer events, product videos, online reviews, and other digital interactions have become part of how their stores maintain visibility and relationships in their communities.
Jones described a structured approach that includes regular Facebook posts, live videos, customer engagement questions, events, and Marketplace listings. Holdren discussed community connections, product demonstrations, unboxing videos, employee skits, and other content designed to keep customers engaged with the store.
The conversation reinforced a broader point: store growth does not happen through one channel. It comes from creating reasons for customers to recognize, trust, and remain connected with the business.
Growth Requires Accountability and Trust
Throughout the session, the panel returned to balancing employee support with accountability. Managers described regular conversations, clear goals, follow-up, recognition, and a willingness to work alongside their teams.
Jones summarized that approach by explaining that she wants employees to contribute to daily goals rather than simply receive instructions. She also emphasized being willing to step into any department where help is needed.
The panel’s examples showed that high-level store leadership is less about personally controlling every decision and more about building a team capable of making good ones. Careful hiring, clear expectations, employee development, openness to new ideas, customer engagement, and trust in managers were recurring practices among the stores represented on the panel.
APRO members can watch the full Big A$$ Store: Growing the Business session replay for additional examples and discussion from RTO World 2026.
About Fairway Leasing LLC, dba Aaron’s Sales & Lease Ownership
Fairway Leasing LLC dba Aaron’s Sales & Lease Ownership is an independently owned and operated Aaron’s franchise serving communities across Kentucky, Georgia, and Alabama. Founded in 2004, the company offers furniture, appliances, electronics, and other home essentials through flexible lease-to-own options. Fairway Leasing LLC has been an APRO member since 2004.
About Blue Ocean Brands, LLC dba Majik Rent-To-Own
Blue Ocean Brands, LLC dba Majik Rent-To-Own is a rent-to-own company operating locations throughout central Pennsylvania. Founded in 1984, Majik Rent-To-Own offers furniture, mattresses, appliances, electronics, computers, and other home essentials through flexible rental-purchase options. Majik Rent-To-Own has been an APRO member since 2002.
About Countryside Rentals Inc. dba Rent-2-Own
Countryside Rentals Inc. dba Rent-2-Own is a rent-to-own company serving customers across Ohio and Kentucky. Founded in 1985, Rent-2-Own offers furniture, appliances, electronics, computers, mattresses, tires, outdoor equipment, and other household products through flexible rental-purchase agreements. Rent-2-Own has been an APRO member since 1985.
About Showplace Inc.
Showplace Inc. is a locally owned and operated rent-to-own company serving communities throughout central Ohio. Founded in 1981, the company offers furniture, mattresses, appliances, electronics, computers, and other home essentials through flexible rental-purchase options. Showplace Inc. has been an APRO member since 1988.
