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What happens when a second-generation leader takes the mic and the wheel? We sit with Ace Rent to Own COO Ben Leach to unpack how a family legacy becomes a modern operating system built on people, service, and smart use of technology. Ben shares how growing up in the stores, spending a decade in software and high-growth environments, and returning with fresh eyes shaped his approach: empower employees, obsess over client outcomes, and let data quietly guide the path.

We dig into the heart of rent-to-own—why it’s more than payments and products. Ben explains the real advantage: free delivery, flexible swaps, step-down options during tough times, and hands-on service that keeps essentials in homes when life hits hard. He talks through the changing customer journey as foot traffic fades and online leads rise, and how Ace meets clients where they are with responsive phone, text, and digital agreements. The result is a faster, smarter sales process that still feels like white-glove care.

Holiday strategy takes center stage with a meaningful pivot: seven months same-as-cash all November and a true Black Friday hook—a 65-inch TV priced below Amazon’s sale, Friday and Saturday only. Ben shares why loss leaders can create long-term value, how stores win with outbound calls and flexible down payments, and why special ordering toys or unique items helps families stretch budgets. We also get an inside look at Ace’s community impact and employee traditions—from local sponsorships and a holiday wish list to a Christmas party complete with The Price Is Right and tenure gifts employees actually choose.

If you care about leadership, customer experience, and making retail work in a mobile, on-demand world, this conversation delivers practical ideas and a shot of heart. Subscribe, share with a teammate, and tell us: what’s one people-first change you’ll make this season?

APRO
Association of Progressive Rental Organizations

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