There are 3 times when a Rent to Own customer deserves world class service. 

• Morning
• Noon
• Night

It is said that..."The success of any business is directly proportional to the quality of it's service". In no other industry is this more true, than in Rent to Own.

Have you ever wondered how a competitor can charge higher rental rates than you and still have more customers? Or how an independent in a run down building on the 'wrong side of the tracks' can make a profit? The answer is very likely..."Better service". 

A Rent to Own business can survive many things. From employee theft to a high percentage of charge-offs. The one thing that spells certain death in our industry is "Poor Service". 

Service is like an iceberg
If you were about to pat yourself on the back for offering "Same day Service"... don't. Swapping out merchandise is the easy part. True Customer Service is like an iceberg. The most important part of the service equation lies beneath the surface and requires a commitment to the "Whole Customer".

Build a Relationship
Most rental agreements are weekly. There are few people I want to see every week...especially if I owe them money! Making a weekly payment is difficult. Keep this in mind when dealing with customers. 

• Make your customers feel welcome
• Visit with them for a few minutes after taking their payment
• Ask questions about their family
• Never let a customer leave the store without telling them how much you appreciate their business. There are likely many other RTO's in your area, they chose to spend their hard earned money with YOU
• Build a relationship. Remember... the more they enjoy seeing you, the more likely they will make their payments on time.
• Keep balloons or candy in the store for kids. Nothing makes a mother happier than to see her kids smile.
• Instead of selling those old depreciated VCR's for $10, consider giving them away to your best customers. $10 dollars is a cheap investment in a good customer.
• Call your customers to wish them a happy birthday. Your competition is sending cards in the mail. Go one step further and make the call
• Avoid letting all your communication with a customer be about late payments. Always end a collection call with something positive. 

A good New Years Resolution for all of us would be to remind ourselves that we are not in the retail business. A retail relationship last about ten minutes...walk in, buy, walk out. A Rent to Own relationship can last for years. Our customers don't pay for merchandise...they pay for the "use of" the merchandise. More specifically, they are paying for the use of "merchandise in good working condition". 

There is no such thing as "Too much Service". If you think a customer is asking for the impossible, SUCK IT UP! If Jane Doe calls you at 5:45pm on Christmas eve to tell you her refrigerator is making a "funny noise"...Thank her for her business and bring her another one....and SMILE.  Remember, her payments help buy your kids groceries.