By Leonard Alonzo, RES Accessories

During my 20 years in the Rent to Own industry, I've had the opportunity to troubleshoot many underperforming stores. Based on two decades of observation, there are two things that all underperformers have in common.

• Misplaced or missing product accessories (remotes, etc)
   
• Delivery vehicles unprepared for damage-free-Ds

Missing Accessories
Walk in to any store that's not meeting goal, find the 2 TVs that have been idle the longest and ask the staff to find the remote control and operators manual. In most cases the manual for sure, and probably the remote, are unavailable. An all to common cover-up for not maintaining inventory ready-to-rent is "the remote is on order" routine. You tell the customer the remote is "on order" and promise to deliver it later. In return for the inconvenience you will discount the term...or even worse the rate. Things will not end well if they begin with excuses and discounts for poor service.

Be Prepared
Damage free delivery is an art. Like other art forms, it takes preparation. Rent to Own merchandise is delivered and picked up multiple times. Even the slightest damage, when multiplied times 3, will result in writing off merchandise before its time.

Here is the 2 most important things you can do to ensure the long term profitability of each item.

#1 Product Care-

• All units should be padded before placing it on a hand truck, the part of the hand truck that comes into contact with the unit should be padded as well.
• Shrink wrap should secure the drawers in place and surround the smaller units.
• Smaller blankets to wrap audio systems should be available.
• Tape or large rubber bands should surround the pads keeping the pad secure to the item.
• Fitted covers for washer/dryers, refrigerators and big screens should be used.
• Plastic mattress covers should be used on all mattress and box springs.
• The truck should be fitted with E rails or wooden slats so items can be strapped high and low.

#2 Establish a Returns area-

• All Rental Returns must go through this area.
• The units are checked, inspected, cleaned and refurbished before classifying it as Rent Ready.
• All corresponding accessories like remote controls or manuals are to be placed in a Manila envelope with the sku # outside of it. Then place it in a file cabinet alphabetically by manufacturer.
• All items are to be touched up when needed. All associates should be trained on refurbishment procedures.
• The Rental returns area should be 100% operational and at all times have a minimum acceptable level of cleaning and refurbishing supplies.

Remember, we are in the business of renting used merchandise. A clean piece of merchandise that looks new will stay out longer and keep that revenue coming.