Collections Fundamentals with James Harvey

Description

What does it take to turn around collections across a whole region in just a few months? On this episode of The RTO Show Podcast, host Pete Shau talks with James Harvey, a regional manager with Buddy's Home Furnishings in Oklahoma. James helped his region climb above 90% collected in his first months on the job, and he shares the collections fundamentals that got him there, from GM buy-in and better order forms to honest conversations with customers.

A candid conversation full of practical insights for RTO store managers, regional leaders, and collections teams who want stronger results without burning out their people.

What You'll Learn

Why most collections problems start in the sales process, and how to spot them in the customer file
How to build trust with GMs so they buy in to new processes
Why sales and collections teams should work toward one store goal together
How quality agreements can grow a store with fewer deliveries each week
How to coach new hires through difficult customer conversations
Why James hires for personality and teaches the skills
Simple ways to get customers to call you back and keep communication open
How due dates, full payments, and depreciation affect percent collected
Why RTO stores want customers to keep their items and reach ownership

Episode Highlights

02:37 - Over 90% collected in a new region
03:22 - Building relationships with GMs first
05:21 - Why credit problems usually start with sales
08:05 - Fewer deliveries, stronger growth
11:32 - Should sales and credit share the same meeting?
13:09 - Why the GM is the backbone of the store
14:57 - Handling tough conversations with today's workforce
18:56 - Automated collections vs. the human relationship
22:58 - What James looks for when hiring
26:51 - The one trait that stands out in an interview
29:34 - Golden nuggets for getting customers to respond
33:48 - Due dates, partial payments, and percent collected
37:49 - The biggest misconceptions about RTO collections
40:34 - Final advice: make communication the number one priority

Meet the Guest

James Harvey is a regional manager with Buddy's Home Furnishings in Oklahoma and a longtime rent-to-own professional. He is known for strong collections results built on teamwork, clear processes, and genuine customer relationships.

Tools, Frameworks, and Strategies Mentioned

File review: sit with the credit team and pull files on customers you can't reach
Order form standards: complete references and information on every agreement
Overload check: look at existing agreements and payment history before adding more
GM first: explain the "why" behind every process, then hold the line together
Address the silence: when a customer finally responds, talk about the missed calls
Account notes: document every request so anyone on the team can follow up
Right due date: match payments to the customer's pay schedule and collect full payments

"Hire the person, teach them the skill." James Harvey

Closing Insight

Collections works best when everyone in the store shares the same goal. When sales, credit, and management work together, communication with the customer becomes the top priority. James's hard-earned lessons show that customers respond when they know you are there to help them reach ownership. Make every customer feel heard, and make every conversation count.

If this episode helped you, follow The RTO Show Podcast on Apple Podcasts or Spotify, leave a rating, and share it with your collections team. Have a question for James? Email Pete at pete@thertoshowpodcast.com and keep the conversation going.

Sponsored by APRO, Vox-Pop-Uli, the Dialectic RTO Division, and Jeraud Norman Marketing.

APRO
Association of Professional Rental Organizations

Disclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.

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