A good pot of soup needs attention. So does a rent-to-own (RTO) store. In LEAP Session 21, “SOUP: The Recipe for a Winning RTO Team,” APRO member Countryside Rentals Inc. dba Rent-2-Own Owner Mike Tissot brought rent-to-own team leadership into the kitchen, using a pot, a spoon, and a few unexpected ingredients to explain how managers shape their stores every day.
Adapted from Jon Gordon’s book SOUP, the session connected team culture to familiar store challenges: hiring, following up on leads, meeting delivery expectations, and keeping employees engaged. APRO member Cleek’s Home Furnishings/Rentals & Sales Owner John Cleek Jr. facilitated the discussion, part of the LEAP leadership development program presented by APRO and TRIB Group.
RTO Team Leadership Starts with the Ingredients
Mike began with the people who make a store work. A strong team needs employees whose strengths complement one another, including the manager’s. Someone who naturally gravitates toward sales may need colleagues who bring greater confidence and skill to account management.
“You don’t need to be a well-rounded manager,” said Mike. “You need a well-rounded store.”
That requires leaders to recognize where they do their best work and where they need support. Mike encouraged hiring for attitude, drive, and an ability to relate to RTO customers. He also challenged managers to address behavior that conflicts with the company’s values or weakens the team.
Once the team is in place, the “seasonings” help determine the store’s culture. Mike pointed to trust, communication, optimism, and a clear vision for employees’ growth. He asked participants to identify their equivalent of salt: the ingredient that brings out the best in everything else.
For Mike, that ingredient is high expectations. Leaders need to define what better performance looks like and communicate those expectations so employees understand what the store is working toward.
Keep the Spoon Moving
Choosing the ingredients is only the beginning. Mike’s central message was that managers hold the spoon, making them responsible for keeping the team moving through coaching, clear feedback, and timely recognition.
“We’re not making crock pot soup,” said Mike. “We’re not going to set it and forget it.”
He described declining standards as a gradual process. Sales leads stop getting prompt responses. Delivery preparation slips. The showroom receives less attention. Left unaddressed, those small changes become the store’s normal way of operating.
Consistent involvement helps managers catch those shifts early. Recognition should be specific enough that employees know what they did well, while feedback should make expectations clear. Effective RTO team leadership means paying attention before a missed step becomes a habit.
Adjust the Heat and Taste the Results
Managers also control the temperature. Too little pressure can allow complacency to develop; too much can leave employees feeling micromanaged or burned out. Mike encouraged leaders to apply productive pressure by understanding the business, setting achievable expectations, and expressing confidence in their people.
He also questioned the instinct to increase pressure whenever results decline. A struggling team may already feel overwhelmed. When things are going well, employees may be more receptive to a greater challenge. The right level of pressure can also differ by employee.
Finally, leaders need to taste the soup. In a store, Mike explained, performance data provides that taste test. Delivery volume, account results, and inventory measures help reveal whether the daily operation reflects the culture a manager intends to build.
His challenge was to examine those results honestly and resist explaining away every shortfall. Use the replay as a starting point for a team conversation: What makes your store work well, where are standards slipping, and how can you use your spoon?
Watch the full APRO webinar replay – proudly produced and presented by the Association of Professional Rental Organizations.
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.
