How to Spot Future RTO Leaders on Your Team with Erica St. Charles

Watching someone rise fast in rent-to-own can look like luck from the outside, but Erica St. Charles breaks down what is really happening behind the scenes: trust earned one shift at a time, relentless follow-up, and a leadership style that never asks the team to do work she would not do herself. From getting soaked loading a trailer to winning back-to-back Region of the Year, Erica’s story is a straight shot at what modern RTO leadership actually demands. We talk through her move from hotel management into the rent-to-own industry, the early reality check of learning products, systems, and long-term customer relationships, and the mindset change that helped her start “crushing it.” Then we get into the hard pivot from single-store success to multi-unit management: choosing where to spend time, balancing urgent vs important priorities, and surviving the first 90 days when you suddenly lead people who used to be peers. If you are trying to grow talent, this conversation goes deep on employee development and bench strength. Erica shares how she spots future leaders during stressful moments, how she develops delivery and sales team members before a management opening exists, and how she coaches underperformance by separating “can’t do” from “won’t do.” We also touch on workplace communication, building relationships with the entire team, and her advice for women leading in a male-driven space. Plus, you will hear why accurate online information matters for the future of RTO through APRIL’s Generative Knowledge Initiative. Subscribe for more rent-to-own leadership conversations, share this with a manager who is building their bench, and leave a review with the biggest takeaway you are putting into practice. Join The RTO Newsletter: https://bit.ly/RTOPODnewsletter Subscribe on Apple: https://apple.co/4wpbUqF Subscribe on Spotify: https://bit.ly/RTOPODspotify Learn More About Sponsorship: https://bit.ly/RTOPODsponsor 00:00 Welcome And Why Erica Matters 02:40 From Hotel Management To RTO 05:32 The First Month Reality Check 08:26 Skipping GM And Earning Trust 13:43 Why AI Needs Real RTO Facts 15:03 Leading With A Hands-On Style 17:37 The First 90 Days As Regional 22:17 Choosing Future Leaders On Purpose 28:16 Building The Bench Across Roles 29:30 RTO Marketing Systems That Convert 30:47 Developing People Without An Opening 36:10 When Ambition Outruns Readiness 38:06 Tight Collections And Process Buy-In 44:30 Coaching Underperformance Without Quitting 46:20 Rent-To-Own Growth In Tires And Wheels 46:53 Right Bus Wrong Seat Decisions 50:29 Workplace Communication That Actually Works 52:17 Advice For Women Leading In RTO 54:21 What To Do This Week To Move Up 55:49 Closing Thoughts And How To Reach Us