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In the rent to own business the definition of management is getting things done
The Manager must first develop a positive mental attitude about the day and
thereafter share it with your staff
The ultimate question for the Account Manager to answer is; "
What do I have to do today to clear this account?"
By Jay Roberts (bio)
"Do what you love, Love what you do and
deliver more than you promise"
I had a dream last night. In my dream I had the
perfect 'rent to own day.' Here's how it went.
|4 person Store
|Manager, Asst. Manager and 2 Acct.
Arrive early and mentally prepare for the day
Get to your store at least 30 minutes prior to opening; get the
pot of coffee going and mentally prepare yourself for the day.
Ask yourself the question, What is today? Many people would say
it is Friday the 23rd. If you ask Zig the same question the
answer is; " Today is a brand new day and it is mine to use
in a marvelously productive way."
See your store as your customers see it
It is time for your walk through to plan the day. View the store
from the customer zone ( the first six feet inside the front
door) seeing it as a customer does.
Write down the things you want to accomplish
known as your "Things to Do List" or your "Plan of Attack" for
the day. Your projected Gain for the day and your Card Close
Objectives need to be on the List. National statistics indicate
that 85% of the things that are written down get done compared
to objectives that are not written down.
The definition of management
In the rental business the definition of management is getting
things done through others. Determine who is going to do what on
your List. The time-frame in which it will be accomplished and
most importantly, Follow-Up to confirm "completed to your
Set the tempo of the day by developing the
Attitude plays a vital role in our day to day success in a
rental store. The Manager must first develop a positive mental
attitude about the day and thereafter share it with your staff.
The old saying goes " Attitudes are contagious, is yours worth
catching? If itís not it needs to be."
The Opening Bell Rings
Hold a brief meeting with the crew discussing the Plan of
Attack, Delegate the tasks on the List to the crew. Get them to
commit to the Growth and Collection Objectives and what their
contribution will be. All employees must know exactly what they
need to do today to accomplish the objectives of the store
today. You inform them that you will take care of any walk in
customers and phone activity. "The best salesperson in the store
needs to be answering the phone anyway."
Itís time to get busy
Immediately after the meeting the 2 Account Managers hit the
phones and start "Smiling and Dialing" and the Assistant Manager
begins to correct anything on your List relating to the Visual
Merchandising of the Store. Rent Ready is the objective.
What are you on the payroll for?
You are on the payroll to accomplish the goals and objectives of
the Company. Your main objectives for the day is to grow the
store, meet or exceed the Collection objectives and Revenue
objectives and assure to your Supervisor that all employees are
earning their money by doing something that is directly related
to the growth and success of the store.
Your second Walk-Through of the day
The Assistant will finish first so do a walk through with them
to confirm that they met or exceeded your expectations on the
tasks assigned. The management term is "Inspect what you
Upon this confirmation get the Assistant on the
next task on your List that your assigned them. This task could
be listening to the Account Managers communicate to your
customers and correcting any problems known as (T & D) training
and development or working the phones to generate their share of
the Dís. Each day will be different.
The Status Check
The Account Managers complete their morning phone work and you
sit them down one by one to review the work that they have done
this morning. The Account Manager must be aware of the status of
every account on their route. You need to separate the Accounts
into two categories,
By definition a working account is one that you
have not made contact with and made definite arrangements
concerning the renewal of their account. Committed accounts are
one that you have been in contact with and made definite
arrangements concerning the renewal of their account.
Working the Two Stack System
Get the working stack of accounts with the objective of
converting as many accounts as possible from Working to
Committed. The ultimate question for the Account Manager to
answer is; " What do I have to do today to clear this account?"
Whatever the answer is to the above question,
the only thing left is to get to the business at hand. Remember
it is your responsibility to assure that they get the
pre-determined result. Add to your List the field work that is
required to be done by the Account Manager.
The afternoon Schedule
While all this is going on you need to schedule the Deliveries
that you have closed today, any scheduled pick-ups or service
calls for the afternoon field work. ( 2 hour window)
As the tasks on your List are completed, mark
them off. You will be adding things to your List as the day
progresses and marking them off as they are accomplished. When
following this procedure your day will blow by and you will get
a lot accomplished.
Closing time is approaching
The closing bell is coming soon, you gained, met the collection
objectives, met or exceeded your revenue projection for the day
and the store is ready for tomorrow. What a day!!! The best part
of it is that you get to come back tomorrow and do it again.
Notice I didnít say you have to come back tomorrow, I said you
In closing, the Perfect Rent to Own day can be summarized in one
pearl of wisdom. "Do what you love, Love what you do and
deliver more than you promise."
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