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The rent-to-own industry stands at a technological crossroads, and Atlog is blazing the trail with AI solutions custom-built for RTO businesses. In this revealing conversation, Shaun Karakkattu, Chief Operating Officer of Atlog, shares how their team is revolutionizing how rental dealers connect with customers through remarkably human-like AI voice agents.

Shaun explains how Atlog was born from recognizing a critical gap in the rent-to-own space – the challenge of consistently making timely collection calls when staff are busy with in-store customers or otherwise unavailable. Their solution? AI voice agents that sound so authentic that during demonstrations, people have mistaken them for actual employees. "We had it on speakerphone," Shaun recalls, "and there was a person walking distance and they're like, 'Is that Reggie from XYZ store?'"

What distinguishes Atlog from previous attempts to bring technology to the RTO space is their vertical approach – designing software specifically for rental dealers rather than adapting generic solutions. Their team combines deep technical expertise (all three co-founders have computer science backgrounds from Vanderbilt) with mentorship from tech industry leaders through the prestigious "Y Combinator" program, which has launched companies like Airbnb and DoorDash.

The conversation explores how Atlog's technology maintains the personal touch that's vital to rent-to-own while addressing practical challenges. Their system provides real-time dashboards showing call performance metrics, integrates with existing POS systems, and offers various voice options including different accents and languages. Future plans include expanding from collections to inbound customer service, delivery feedback calls, and eventually sales outreach.

For rental dealers interested in bringing this technology to their operations, Atlog offers "white glove" onboarding, where they visit stores personally to customize implementation. Their pricing is store-based, making the solution accessible to both single-location operators and multi-store enterprises.

Connect with Atlog at sean@atlog.ai or visit atlog.ai to schedule a demo and experience firsthand how AI can transform your rental business while preserving the relationships that make RTO special.

*Operating software currently being developed and not ready as of the recording of this podcast.

Sponsored by: APRO, Wow Brands, JLR America, and FlyWheel RTO

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Why do some rent-to-own stores convert 30% of their customers to new agreements while others struggle to break 20%? The answer lies not in last-minute sales tactics but in the entire customer experience journey. In this eye-opening conversation, Pete Shau and Jason Winters dive deep into the real factors that determine whether customers stick around after completing their agreements.

The modern rental customer has more options than ever before. With just a few taps on their phone, they can find comparable merchandise from countless competitors. What makes them choose to continue doing business with you? It starts with deserving their loyalty through exceptional service, clean stores, well-presented merchandise, and problem resolution that exceeds expectations.

We explore practical strategies for improving conversion rates, from the timing of customer outreach (60-90 days before agreement completion) to bundling complementary products that enhance their existing purchases. Learn why loyalty programs represent a massive untapped opportunity in the rental industry and how delivery personnel can dramatically impact customer retention through their service approach.

Most importantly, discover why the fundamental question every rental business should ask is simply: "Do you deserve their business?" As Pete emphasizes, "Your PIF conversion starts when you say 'Hi, how are you doing today?'" The entire customer relationship—not just the final sales pitch—determines whether they'll walk away or sign a new agreement.

Ready to transform your conversion rates? Email pete@thertoshowpodcast.com with your questions or connect with us on social media. Subscribe to our podcast for more industry insights that drive real-world results.

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Post-pandemic realities have forever altered the customer journey in rent-to-own, demanding fresh approaches from industry veterans and newcomers alike. Pete Shau and Jason Winters unpack this transformation with refreshing candor, highlighting how the traditional in-store sales model has been overwhelmed by digital-first shopping habits.

Most striking is their revelation about traffic patterns: "We're not 70-30 anymore. We're 80-20 or even 85-15," with online interactions dominating customer engagement. This shift requires sales professionals to develop entirely new skillsets for closing deals through text messages, emails, and automated systems rather than face-to-face conversations.

The episode introduces a compelling metaphor comparing successful sales teams to gardeners rather than hunters. Where traditional approaches focused on immediate conversions, today's environment demands patience and consistent nurturing. "No gardener plants just one carrot," Shau notes, emphasizing that multiple touchpoints across various channels must be maintained with potential customers. This gardening mentality recognizes that while customers initiate purchase decisions at their convenience (often during evening hours when scrolling through social media), conversion requires persistent follow-up.

Perhaps most valuable is their critique of the "Superman manager" syndrome plaguing many RTO operations—where one person attempts to handle everything themselves rather than developing team capabilities. This approach ultimately wastes resources as stores "pay for five salaries but only get what one person can physically do." Both hosts advocate for training environments where everyone contributes to sales, from delivery techs spotting additional needs in customers' homes to collection managers reconnecting with previous customers.

The conversation wraps with practical advice about following established processes rather than reinventing operational systems. As Winters puts it, "A chocolate chip cookie is delicious. You don't have to invent it every time you want one." This wisdom applies perfectly to RTO operations seeking to thrive in challenging retail environments.

Ready to transform your approach for today's digital-first customers? Subscribe now and join the conversation about evolving your RTO strategy for 2023 and beyond.

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A glass artist's son from Uruguay transforms into a rent-to-own industry leader—Leonard Alonso's journey captures the essence of entrepreneurial spirit and American opportunity.

At just 13 years old, Leonard was crafting glass Disney characters on Main Street after Walt Disney himself discovered his father's artistry at the 1965 World's Fair. This early training in craftsmanship and customer service laid the foundation for an extraordinary career path that would take him from Disneyland to the highest levels of the rent-to-own industry.

When Leonard transitioned to Champion TV (later becoming a 100+ store powerhouse), he started in the warehouse refurbishing scratched console televisions. His breakthrough came during a closed-door sale when his product knowledge and natural sales ability caught management's attention. This moment launched his ascent through operations—from store manager to regional director overseeing 54 locations—his secret weapon being a meticulous approach to product handling that dramatically reduced costs.

After decades in operational leadership across Champion, Color Time, Aaron's and more, Leonard identified a critical gap in the rent-to-own supply chain. Drawing on this insight, he founded JLR America, creating a streamlined supply solution specifically tailored to what rent-to-own operators actually need. What sets JLR America apart? A leadership team with over 50 years of combined in-store experience, competitive pricing, lower shipping thresholds, and the agility to make decisions "within a minute"—now serving over 500 rent-to-own stores nationwide.

Leonard's advice for aspiring entrepreneurs reflects his own success formula: "Hone your skill and don't be afraid. Take the plunge." Want to learn more about transforming industry expertise into entrepreneurial success? Explore JLR America at jlramerica.com or call 727-395-9121 to discover how their rent-to-own knowledge can support your business needs.

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Finding new customers remains one of the biggest challenges for Rent-to-Own businesses. While many stores focus on reactivating inactive customers or working through paid-out lists, there's a powerful channel that's often overlooked: Facebook marketing.

Marketing expert Jeraud Norman joins host Pete Shau to reveal how Facebook's "interruption-based" marketing creates opportunities that Google's "intent-based" approach simply can't match. Instead of waiting for customers to search for your products, Facebook allows you to appear regularly in their feeds, creating awareness and staying top-of-mind for when they need your services.

"Facebook is basically like the radio, but with visuals," Jeraud explains, highlighting how this consistent presence trains potential customers to think of your business first. Through authentic video content featuring real team members, RTO businesses can create personal connections with prospects before they ever walk through the door. This "know, like, and trust" effect significantly increases conversion rates and puts you miles ahead of competitors.

The most surprising insight? You don't need professional equipment or polished scripts. In fact, authentic smartphone videos often outperform expensive, corporate-style productions. The focus should be on showing your real personality and creating genuine connections with potential customers. Minor blunders or imperfections actually make you more relatable and trustworthy.

Ready to bring fresh blood to your RTO business? Discover how Facebook marketing could transform your customer acquisition strategy and drive substantial growth for your store.

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What does it take to build a sustainable rental business that thrives for over four decades? Gary Ferman, who recently stepped back after 44 years at the helm of Showplace Rent-to-Own, shares the wisdom earned from growing a single location into a 15-store operation across multiple states.

Gary's journey began in 1982 during economic hardship with interest rates at 18.5%. With remarkable candor, he reveals how determination and financial discipline propelled him forward despite challenging circumstances. "My wife drove a 1964 Mercury Comet station wagon in the 80s for nine years with no air conditioning, no automatic transmission," he recalls, illustrating the sacrifices made to reinvest in the business. This bootstrap mentality laid the foundation for sustainable growth.

The conversation explores Showplace's evolution, including its expansion to 25 locations before Gary made the strategic decision to sell 10 stores to Aaron's in 2003. This pivotal moment highlights one of his most valuable insights: discovering your operational "sweet spot." For Showplace, that meant about 125 employees—a size that allowed Gary to maintain personal relationships while ensuring quality operations. As he puts it, "Big was never as important to me as good."

Perhaps most compelling is Gary's approach to succession planning, as his son Keith now serves as president and majority owner. Rather than forcing a legacy, Gary supported his children's individual passions, creating space for Keith to naturally develop his leadership within the company. Their complementary strengths created a partnership reminiscent of Gary's relationship with his wife Marianne, who managed their cash advance business while he focused on RTO.

For aspiring entrepreneurs, Gary offers actionable advice drawn from Stephen Covey's principles: "Dream big, write it down, bust it into bite-sized pieces, keep the main thing the main thing." This methodical approach to goal-setting and prioritization forms the cornerstone of his success philosophy.

Ready to take your business journey further or just starting out? Subscribe to The RTO Show for more industry insights from pioneers who've shaped the rental landscape.

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Have you ever wondered who's looking out for the rent-to-own industry in Washington DC? In this eye-opening conversation, host Pete Shau sits down with APRO CEO Charles Smitherman to pull back the curtain on LegCon, the annual legislative conference that forms the front line defense for the $12 billion rent-to-own industry.

Charles shares how this 31-year tradition continues to evolve, with attendance growing to 88 participants this year as industry professionals converge on Capitol Hill to educate lawmakers about the unique nature of rent-to-own transactions. You'll discover the meticulous planning that goes into organizing effective legislative visits, with teams carefully matched to relevant representatives and schedules optimized to prevent unnecessary treks across the massive Capitol campus (though many still clocked an impressive 16,000 steps!).

The conversation takes a fascinating turn when discussing the Fellows Program, an innovative initiative bringing first-time attendees into the advocacy fold. By sponsoring newcomers and pairing them with experienced advocates like industry veterans Larry Carrico and Michael Wall, APRO is cultivating the next generation of industry defenders. The results are impressive – half of last year's inaugural class returned independently this year.

Perhaps most compelling is the emphasis on storytelling as the cornerstone of effective advocacy. As Charles explains, while data matters, it's the personal narratives about providing "cold milk, not just refrigerators" and "good night's sleep, not just mattresses" that truly resonate with legislators. These stories highlight how rent-to-own serves communities and creates opportunities for both customers and employees.

Whether you're a seasoned RTO professional or just curious about how industries protect themselves from regulatory overreach, this episode offers rare insight into the proactive approach that keeps rent-to-own accessible for the one in thirty American families who rely on it. Ready to add your voice to this important conversation? Learn how you can participate in LegCon 2026 and help shape the future of an industry that touches millions of lives.

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Ed Wynn, the legendary legal architect behind rent-to-own's regulatory framework, shares his extraordinary four-decade journey protecting an industry that many lawmakers never fully understood. Fresh into retirement after serving as APRO's legal counsel since its inception, Wynn offers unprecedented insights into how a collection of rental dealers transformed into a sophisticated national organization.

The conversation reveals fascinating origin stories, including how APRO literally began in Wynn's law office with just one secretary. We explore the delicate dance of state-level legislation where, in exchange for accepting regulation and disclosure requirements, the industry secured crucial protection from being recharacterized as credit sales. Wynn walks us through multiple attempts to establish federal legislation—coming tantalizingly close in both 1983 and 2001—while explaining why many Republican lawmakers surprisingly cautioned against federal oversight.

Perhaps most compelling is Wynn's candid discussion of rental theft prosecution, where he shares unconventional but effective strategies for working with reluctant district attorneys. "Go to the DA's website," Wynn advises, "find the law firm that made the largest contributions to his last election, hire somebody from that firm, and get a meeting." This pragmatic approach to political realities perfectly illustrates how Wynn navigated complex challenges throughout his career.

As virtual rent-to-own emerges as the industry's growth frontier, Wynn provides critical context about recent legal victories that affirm the "no obligation" foundation of these transactions. His assessment of today's legal climate and thoughts on the incoming administration offer valuable perspective for anyone connected to rental businesses.

Whether you're a rental operator seeking to understand your industry's legal foundations or simply fascinated by how specialized industries navigate regulatory challenges, this conversation offers rare wisdom from someone who truly shaped an entire business sector. Subscribe now to hear more industry insights from leaders who've been in the trenches!

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