Charlie and Laura Goff - Austin, Texas

Why did you invest in a Mr. Appliance franchise?
We had our business for six months before we bought our Mr. Appliance franchise. We knew how we wanted our business to look but we weren’t sure how to get there, so we researched and thought Mr. Appliance was a good match. We liked their business systems and emphasis on customer service.

How has Mr. Appliance changed the way you conduct business?
It brought systems we needed into place. We operate with a sense of professionalism and focus on service tailored to our customer’s needs. We try to remember we don’t just fix appliances; we do business from the very first call from the customer to the time we call them to follow up on our services.

What are the biggest challenges in your business now?
I think our biggest challenge is finding and recruiting quality people. I think that goes for a lot of other businesses, too. Without the right people, you have the wrong business.

What is the biggest benefit of owning a Mr. Appliance franchise?
It’s like being in business for yourself but not by yourself. You have more than 140 other franchise owners to pool and share information with. It’s good to be able to bounce ideas off of them, and to learn and grow from them.

What do you see in the future for your business?
I think the service industry is always going to be around, and those who excel in it will be the ones who thrive in the changing economy. I see us continuing to grow at a rapid pace. I can see us doubling in size in the next four years.

What advice would you give to a new appliance repair entrepreneur?
Be passionate about service. Take care of the customer, and the rest will follow.

How is life outside the office different now?
There’s a lot more time outside the office than there is inside the office. That’s my favorite part of owning this business.

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