Some of the most useful ideas at RTO World 2026 came directly from rent-to-own (RTO) professionals comparing what works in their own stores.
During the Round Table Discussion on Sales, Collections, and People, Dan Fisher, Owner of Blue Ocean Brands, LLC dba Majik Rent-To-Own, facilitated the discussion and invited attendees to tackle common challenges in three areas of the business. Participants divided into groups, exchanged experiences and approaches, and then brought their strongest ideas back to the room for further discussion.
RTO Sales Strategies Start With Engagement
The sales groups began with a straightforward question: Why does a customer leave without renting?
Participants identified a common problem: employees sometimes take an order instead of actively engaging the customer. The discussion emphasized approaching customers, understanding what they need, explaining available options, and asking for the sale, rather than letting the interaction end without a clear next step.
That responsibility extends to digital customers.
Participants discussed the importance of responding promptly to website and social media inquiries and making sure employees receive notifications when new leads arrive. They also encouraged teams to track response performance and establish clear expectations for following up with different types of leads.
One attendee offered a useful way to frame that responsibility: treat an online lead like “a customer waiting at the doorway for you to help them.”
The channel may change, but the customer still expects someone to acknowledge them and help them move forward.
Turn Collections Conversations Into Problem-Solving
The collections groups focused heavily on restoring communication when a customer stops responding.
Participants encouraged teams to use the conversation to understand what changed for the customer rather than immediately assuming why communication stopped. Once employees understand the situation, they can determine what options may be available within their company’s policies and procedures.
The discussion also emphasized communicating the goal of maintaining the customer relationship and helping customers work toward ownership. Participants connected successful account conversations with customer retention and future business, reinforcing the importance of treating collections as part of the overall customer experience.
That approach requires employees to ask questions and listen. Reestablishing communication gives both sides an opportunity to understand the situation and identify an appropriate next step.
People Management Begins With Conversation
The people-management discussions showed that asking the right questions matters just as much with employees.
When participants considered what to do when a strong employee suddenly arrives late, loses energy, or appears disengaged, the group reached a simple starting point: talk to the employee privately.
Rather than immediately treating the change as a performance problem, participants recommended asking questions, listening, and determining what may have changed. The circumstances will dictate what happens next, but the first conversation gives the leader information needed to respond appropriately.
Participants applied a similar people-first approach to onboarding.
Instead of starting a new employee’s first day alone in front of a computer, attendees discussed pairing the employee with a strong team member who can serve as a mentor or guide. That approach can create a more welcoming introduction to the organization while giving the new hire someone to observe, learn from, and approach with questions.
Learn From the People Doing the Work
The roundtable format reinforced one of the session’s central ideas: RTO professionals can learn from one another by sharing the approaches they use every day.
Sales teams may need to improve how they engage customers in stores and online. Account teams may need to ask better questions when communication breaks down. Managers may need to start a conversation before making assumptions about an employee’s performance.
None of those approaches requires an elaborate new system. They require teams to communicate clearly, pay attention to the people in front of them, and remain willing to learn from what other RTO professionals have tried.
APRO members can watch the full Round Table Discussion on Sales, Collections, and People replay to hear more ideas and perspectives shared by attendees at RTO World 2026.
About Blue Ocean Brands, LLC dba Majik Rent-To-Own
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.
