The RTO Show: "Let's talk Rent to Own"

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What does it take to build a rent to own company that survives economic downturns, industry shifts, and four decades of change?

In this episode of The RTO Show, Pete Shau sits down with Showplace Rent-to-Own founder Gary Ferriman to unpack the leadership principles, operational systems, and entrepreneurial mindset that helped grow Showplace into a long standing RTO success story.

Gary shares practical lessons on opening rent to own stores, scaling responsibly, leadership development, succession planning, company culture, customer relationships, and long term business sustainability. Whether you are starting your first rent to own location or building a multi store operation, this episode delivers timeless advice for RTO operators, independent owners, and future industry leaders.

What You’ll Learn:

• How to know when it is the right time to open or expand a rent to own business
• Why people and leadership matter more than financing when growing multiple locations
• The systems and operational processes Gary Ferriman used to scale Showplace Rent-to-Own
• How company culture and employee recognition improve long term business performance
• Why writing down goals, building routines, and following strategic planning frameworks creates better business outcomes
• The leadership lessons behind succession planning and passing a rent to own business to the next generation

Episode Highlights:

• 03:33 – Gary Ferriman explains why there is rarely a “perfect time” to start a rent to own business
• 04:32 – The biggest mistake owners make when expanding into additional locations
• 06:10 – How Showplace grew from one store to more than 25 locations across multiple markets
• 12:13 – Why fewer second and third generation operators are entering the rent to own industry
• 17:30 – The importance of collaboration, mentorship, and sharing knowledge within the RTO industry
• 20:45 – Gary’s perspective on adding side businesses and new revenue streams to a rent to own operation
• 24:13 – The systems and repeatable processes that helped Showplace scale successfully
• 35:04 – What retirement looks like after 44 years in the rent to own business
• 44:00 – Gary’s leadership advice for entrepreneurs who want to build a lasting company
• 45:42 – The planning system and goal setting philosophy Gary still uses today

Meet the Guest:

Gary Ferriman is the founder of Showplace Rent-to-Own and a respected leader in the rent to own industry with more than four decades of experience. After building and operating more than 25 locations throughout his career, Gary continues to mentor operators and share insights on leadership, operations, growth strategy, and company culture.

Tools, Frameworks, or Strategies Mentioned:

• Stephen Covey’s The 7 Habits of Highly Effective People
• Mission statement development for business growth
• Long term strategic planning systems
• Employee recognition and customer appreciation programs
• Multi store operational management
• Succession planning for family owned businesses
• Franchise growth evaluation strategies
• Repeatable operational process building
• Leadership through mentorship and collaboration
• Entrepreneurial goal setting and weekly planning routines

Closing Insight:

Building a successful rent to own company takes more than sales and collections. It takes consistency, leadership, strong relationships, and the discipline to keep improving year after year.

Gary Ferriman’s story is a reminder that long term success comes from building systems people believe in and creating a company culture that customers and employees want to be part of.

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Pete sits down with Charles Smitherman, CEO of APRO, to talk about LegCon — the annual legislative conference where rent-to-own industry members travel to Washington DC to meet directly with their congressional representatives. Now in its 31st year, LegCon 2025 brought 88 attendees, up from 78 the year before, with a goal of hitting triple digits in 2026.

The logistics alone are impressive. APRO's Lisa Krabinoff builds teams of four to eight people, matching attendees by geography so each group meets with the legislators most relevant to their stores. Teams spend the day moving between Senate and House offices across multiple buildings — some attendees logged over 16,000 steps. The morning begins with speaker sessions to set context; this year that included a legislative aide from Speaker Johnson's office discussing the House tax bill and a director from the National Retail Federation who walked the group through the tariff landscape in real time, just hours before major market movement.

The centerpiece of the event for Charles is the Fellows Program, started in partnership with Ashley Furniture, which funds hotel and local travel for first-timers who work full-time in a rent-to-own store. The idea is apprenticeship — pairing newer attendees with veterans like Michael Wall, Michael Bennett, and Larry Carrico, who has attended 27 of the 31 conferences. Fellows get to hear decades of institutional knowledge applied in real legislative meetings, then carry that forward. Ten fellows attended last year, 15 this year, and half of last year's class returned in 2025.

The advocacy itself is preemptive, not reactive. The industry's core argument is that rent-to-own is a lease transaction, not a credit transaction, and is already regulated at the state level under 46 individual state statutes. The threat — illustrated by what's currently unfolding in New York — is being lumped in with newer fintech products like buy-now-pay-later and earned wage access under broad consumer protection legislation. APRO has been fighting a New York bill that would essentially overwrite 40 years of established state statute by grouping rent-to-own with products that have no equivalent regulatory history.

Pete closes by noting one of the most memorable moments of this year's LegCon: walking into legislative offices with no crisis to report, just a proactive conversation about the industry — and watching staffers visibly relax. In a city where everyone walks in with a problem to solve, showing up to say "we're doing well, here's who we are, and here's what we'd like you to watch for" landed differently than anyone expected.

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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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What does it take to survive and lead through four decades of change in the rent to own industry?

In this episode of The RTO Show Podcast, Peter Shau sits down with industry legend Ken Butler to explore leadership, operational discipline, time management, and the evolution of rent to own retail. With experience spanning Aaron’s and Buddy’s Home Furnishings, Ken shares practical lessons on store management, business growth, customer relationships, and how leadership habits shape long term success in the RTO industry.

Listeners will learn how operational consistency, team culture, and personal discipline continue to drive results in modern retail environments, especially as customer expectations and business models continue to evolve.

• Why time management is one of the most important leadership skills in retail operations
• How the early days of rent to own shaped today’s RTO business strategies
• The leadership habits that help store managers avoid burnout and improve performance
• How customer relationships and employee culture impact long term business growth
• What Ken Butler believes separates successful operators from struggling businesses

• 00:00 – Launching the new RTO Legends series with Ken Butler
• 08:17 – The realities of working open to close in early rent to own operations
• 18:24 – Why time management became a core leadership philosophy
• 29:41 – The operational habits that improve store performance
• 41:56 – Building stronger customer and employee relationships
• 57:15 – Managing work life balance in high pressure retail environments
• 1:18:33 – Leadership lessons from Aaron’s and Buddy’s Home Furnishings
• 1:41:10 – How the rent to own industry has evolved over four decades

Ken Butler is one of the most respected leaders in the rent to own industry, with decades of experience at Aaron’s and Buddy’s Home Furnishings. His leadership background spans store operations, executive management, team development, and long term retail growth across multiple generations of the RTO business.

• • Time management systems for retail leadership
• • Operational planning strategies for store managers
• • Team culture and accountability development
• • Daily productivity and task prioritization methods
• • Leadership approaches for long term retail growth

“Successful leadership starts with discipline, consistency, and learning how to manage your time before your time manages you.”

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Enjoy the world of quality rugs in the rent-to-own industry as Heath Perkins of Daylan Rug Company shares the remarkable journey of bringing fashion-forward floor coverings to a market once dominated by afterthought accessories.

When Daylan first approached the rent-to-own sector over a decade ago, they encountered a surprising reality: most stores were content with basic, low-quality rugs that did little to enhance their showrooms. "Fashion was not even in the conversation," Heath recalls, describing how some dealers would simply request "12 rugs" without any concern for style, color, or quality. What followed was an education campaign that would revolutionize how rental dealers approach accessories.

The secret to Daylan's success has been convincing rental operators that their customers desire the same quality and style found in mainstream furniture retailers. By investing just $20-25 more per rug, stores can access products that dramatically improve showroom aesthetics, boost furniture sales, and—crucially for the rental model—withstand multiple rental cycles. These aren't just pretty accessories; they're strategic sales tools that highlight furniture and create cohesive room designs that customers can envision in their homes.

Perhaps most exciting is Daylan's embrace of truly washable rugs, now the most searched rug-related term online. Using special backing technology, these innovative products can be machine-washed or simply hosed down in a driveway with dish soap, making them ideal for the rental market where reconditioning returned items is essential. As Heath demonstrates, a quick clean leaves them looking "brand new" and ready for the next customer.

Looking to elevate your showroom experience and offer customers the quality they deserve? Contact Heath directly at [email protected] to connect with your local sales representative and discover how Daylan's extensive collection of 1,500+ designs can transform your rental business.

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What does it take to build one of the most recognized furniture brands in the world while continuing to innovate in the rent to own industry?

In this episode of The RTO Show Podcast, Pete Shau sits down with Mike Kays, Vice President of Rental Operations for Ashley Furniture, to discuss the evolution of Ashley Furniture, retail logistics, mattress innovation, supply chain strategy, customer experience, and the future of rent to own retail.

 From Ashley’s 75 year history to its rapid expansion into bedding, e commerce, and direct logistics, this conversation explores how operational consistency and customer focused innovation continue to shape the future of the furniture industry.

Listeners will also hear how Ashley Furniture approaches quality control, sustainability, marketing, dealer partnerships, and community impact while supporting rent to own businesses across the United States.

• How Ashley Furniture built one of the largest logistics networks in the furniture industry
• Why mattress innovation and compressed bed in a box shipping changed retail operations
• How rent to own dealers benefit from faster delivery systems and lower inventory pressure
• The importance of quality control, warranty tracking, and operational consistency in furniture manufacturing
• How Ashley Furniture uses e commerce, social media, and data driven marketing to attract younger customers

• 00:07 – Pete Shau introduces Mike Kays and Ashley Furniture’s impact on rent to own
• 05:44 – Why rent to own is built on relationships and customer service
• 10:05 – How Ashley Furniture improved quality control and warranty systems
• 17:27 – The evolution of Ashley mattresses and compressed bed in a box logistics
• 22:09 – Why Ashley calls itself a logistics company that sells furniture
• 38:47 – How inflation and consumer behavior impacted furniture retail and rent to own
• 48:00 – Ashley Furniture’s acquisition of Resident Home and the Nectar mattress brand
• 54:08 – Ashley Furniture’s community outreach, sustainability programs, and scholarship initiatives

Mike Kays is the Vice President of Rental Operations for Ashley Furniture. He has spent more than a decade helping grow Ashley’s presence in the rent to own industry while supporting dealer partnerships, logistics innovation, retail operations, and mattress expansion strategies across the United States.

• Ashley Direct ordering platform
• Compressed mattress and bed in a box logistics systems
• Continuous improvement operational philosophy
• Serial number tracking and quality control systems
• Resident Home and Nectar mattress marketing strategy
• In house logistics and warehouse distribution infrastructure

“Great products, strong relationships, and continuous improvement are what keep businesses growing through every stage of change.”

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Step into the world of NAV-AIR, a transformative force in the rent-to-own streaming industry, as we explore their journey and innovative approach. This episode of the RTO Show features a dynamic discussion with the leadership team, highlighting their military backgrounds and how these experiences shape their mission to provide unparalleled service and build lasting relationships in the RTO community. 

Discover how NAV-AIR works to disrupt the market by offering unique streaming solutions while overcoming initial challenges such as bootstrapping logistics and restoring dealer trust after previous negative experiences in the industry. With customer service and integrity at the forefront, NAVAIR is committed to creating a seamless rental experience where products are paired with reliable support.

We also take a peek at the exciting future lined up for NAV-AIR, from the unveiling of new consumer electronics to advanced features designed to enhance usability and engage customers. Whether through voice-controlled devices or multi-screen viewing options, NAV-AIR aims to meet modern consumer expectations while maintaining their core values of integrity, service, and excellence. 

Tune in to gain insight into the ever-evolving rent-to-own market, the challenges it presents, and how NAV-AIR aims to lead the way in shaping its future. Don't miss out on discovering the innovations they have in store and how they plan to revolutionize the industry. Join us on this journey toward a new standard in streaming services and customer engagement, and be part of the conversation about the next big developments in the rent-to-own space! Be sure to subscribe, share, and leave your thoughts on what this means for the future of streaming in the RTO industry.

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What if your next best store manager wasn't a new hire, but an AI assistant that helps you make better decisions every day?

In the final installment of this six part AI series, Pete Shau sits down with Daniel Hajduk of BoxPopuli to explore how artificial intelligence can help rent to own businesses improve inventory management, scheduling, task organization, route planning, customer insights, and operational efficiency. This episode breaks down practical AI applications that independent dealers and multi store operators can start using immediately to save time, reduce guesswork, and make smarter business decisions.

If you've ever wondered how to use AI for inventory forecasting, employee scheduling, customer relationship management, or operational planning, this episode provides actionable examples tailored specifically for the rent to own industry.

• How AI can improve inventory management by identifying sales trends, forecasting demand, and reducing overstock
• Ways to use predictive analytics to improve purchasing decisions and prepare for seasonal sales cycles
• How AI powered scheduling can simplify employee management and reduce administrative workload
• Practical strategies for using AI to optimize delivery routes, collections, and service appointments
• Why task management, SOP creation, and operational planning become easier with AI driven workflows

• 02:10 – Using AI to improve inventory control and eliminate costly overstock
• 04:23 – Forecasting future demand using historical sales data and predictive analytics
• 06:09 – Building smarter employee schedules with AI powered planning tools
• 10:27 – How AI can optimize delivery routes, collections, and daily operations
• 13:31 – Creating SOPs, training materials, and operational systems faster with AI
• 20:12 – Common objections to AI and why adoption starts with education
• 30:35 – AI generated recommendations for rent to own dealers and store managers
• 42:00 – Why AI may become the next competitive advantage in the rent to own industry

Daniel Hajduk is a marketing strategist and technology advocate with BoxPopuli. Throughout this six part series, he shares practical insights on how AI tools can help rent to own operators improve marketing, customer engagement, business intelligence, and operational efficiency.

• AI powered inventory forecasting
• Predictive analytics for customer behavior and payment trends
• Route optimization for deliveries and collections
• AI assisted employee scheduling
• Task management automation
• Standard Operating Procedure (SOP) generation
• Customer persona development
• AI powered marketing and sales analysis

"The businesses that learn to work smarter will always have an advantage over those that simply work harder."

Artificial intelligence is quickly becoming part of everyday business operations. The dealers who learn how to use these tools today will be better positioned to improve customer experience, increase efficiency, and stay competitive tomorrow.

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What if you could understand exactly who your best customers are, where they come from, what they value, and how to serve them better before they ever walk through your door?

In this episode of The RTO Show, Pete Shau and Daniel Hajduk explore how artificial intelligence can help rent to own operators build detailed customer personas, analyze customer demographics, identify geographic opportunities, improve customer retention, and create more personalized customer experiences. From marketing strategy and customer segmentation to product selection and service optimization, this conversation shows how AI can turn everyday business data into actionable business intelligence.

Whether you're trying to improve customer loyalty, increase sales, boost Google reviews, or create more effective marketing campaigns, this episode provides practical AI strategies designed specifically for the rent to own industry.

• How to build customer personas that improve marketing, sales, and customer service
• Ways to use AI to analyze customer demographics, buying habits, and customer behavior patterns
• How geographic targeting and zip code analysis can improve marketing performance and customer acquisition
• Why customer longevity, retention, and lifecycle data matter for long term business growth
• How AI can simplify product selection, inventory planning, SOP creation, and customer support processes

• 02:20 – Creating customer personas using AI and demographic data
• 05:14 – How detailed customer profiles improve customer service and sales conversations
• 07:42 – Understanding customer values, shopping behavior, and post COVID buying habits
• 12:16 – Using geographic targeting and zip code data to improve marketing campaigns
• 17:22 – Finding high performing neighborhoods and marketing opportunities through AI analysis
• 27:16 – Measuring customer longevity and identifying retention opportunities
• 32:24 – Using AI to simplify product selection and inventory decisions
• 45:06 – Creating customer service SOPs and troubleshooting guides with AI

Daniel Hajduk is a marketing strategist with BoxPopuli who helps businesses leverage AI, customer insights, and data driven marketing strategies to improve customer engagement, operational efficiency, and business growth within the rent to own industry.

• AI powered customer persona development
• Customer demographic analysis
• Geographic targeting and zip code segmentation
• Customer lifecycle and retention analysis
• Customer behavior mapping
• Marketing performance tracking
• Product tiering and product categorization
• AI generated SOP creation
• Customer service workflow optimization
• Data driven sales planning

"The businesses that understand their customers the best are often the businesses that grow the fastest."

AI gives rent to own operators the ability to uncover patterns, identify opportunities, and personalize customer experiences at a level that was previously difficult and time consuming to achieve. When you combine customer knowledge with consistent action, better marketing, stronger relationships, and higher customer retention naturally follow.

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What if your next best marketing campaign was already sitting at your fingertips?

In this episode of The RTO Show, Pete Shau and Daniel Hajduk explore how artificial intelligence is transforming marketing for rent to own businesses. From creating personalized campaigns and community focused promotions to customer targeting, social media content creation, and marketing analytics, they break down practical ways AI can help operators attract more customers, increase engagement, and build stronger local brands.

Whether you're launching a new store, improving your advertising strategy, or looking for smarter ways to connect with customers, this conversation offers actionable insights on using AI as a marketing assistant that saves time and improves results.

• How to create localized marketing campaigns that connect with your community
• Ways AI can help generate content ideas for Facebook, Instagram, TikTok, and other platforms
• How customer demographics and behavioral data can improve advertising performance
• Why personalization is becoming one of the most important factors in modern marketing
• How to use historical business data to make smarter marketing decisions and forecast customer demand

• 02:15 – Moving beyond generic promotions and creating community driven marketing campaigns
• 05:41 – How AI helps businesses discover local events and marketing opportunities
• 09:32 – Building quarterly and annual marketing plans with AI assistance
• 16:08 – Creating platform specific content for Facebook, Instagram, and TikTok
• 20:04 – Using customer demographics to create highly targeted marketing campaigns
• 23:18 – Turning historical sales data into actionable marketing insights
• 33:05 – Why successful marketing requires testing, refinement, and continuous improvement
• 41:05 – Building brand awareness through omnichannel marketing strategies

Daniel Hajduk is a marketing strategist with Vox Populi who specializes in branding, customer engagement, creative marketing campaigns, and business growth strategies. He works closely with rent to own operators to help them improve marketing effectiveness and build stronger customer relationships.

• AI powered marketing planning
• Localized community marketing
• Customer demographic targeting
• Geographic based advertising
• Social media content optimization
• Historical sales data analysis
• Customer behavior segmentation
• Organic social media strategy
• Omnichannel marketing
• Brand awareness development
• AI assisted campaign creation

"The businesses that win attention are often the businesses that understand their customers and communities the best."

Artificial intelligence is making it easier than ever for rent to own operators to create relevant marketing, analyze customer behavior, and build stronger connections with the people they serve. The opportunity is not simply to automate marketing, but to make every marketing decision more informed, more personalized, and more effective.

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