Using Technology to Create Encore Customer Experiences

Established in 1996, Mr. Appliance is North America’s leading home and commercial appliance repair franchise system. Mr. Appliance has more than 190 locations throughout the U.S. and Canada.

Their mission: Create encore experiences that customers can’t wait to share with others.

Key to Mr. Appliance’s growth is its focus on refining, developing and implementing systems that create a competitive advantage. By leveraging technology, a major contributor to this process, Mr. Appliance has been able to enhance the service experience for both the customer and franchisee. For example, customers can book appointments online using Mr. Appliance’s easy-to-navigate website. Then, as part of the service experience, they receive an email with a picture and profile of their technician the day before the service call, as well as a text message when the technician is on the way to their home. Furthermore, the technicians have iPads as a point of sale tool that ensures accurate, paperless and efficient service records.

“The technology we’ve implemented allows for streamlined communication between the franchisor and franchisee, franchisee and its technicians, and the technician with the customer. Our goal is to deliver service that is fast, efficient and customer focused every single time, and technology helps us achieve that goal,” said Doug Rogers, president of Mr. Appliance. “We want our customers to tell their friends about the positive and professional experience they had with their Mr. Appliance technician. That word-of-mouth referral is priceless when it comes to attracting new customers to our brand.”

The technological advancements Mr. Appliance has made also tie in with the brand’s desire to become a greener company. In the past year, Mr. Appliance has made the transition to going paperless by using technology to make the repair experience faster and more eco-friendly.

The brand’s dedication to staying current and continuously evolve while sticking to its core values has attracted several successful franchisees. One such example is Andrew Brown, who opened a Mr. Appliance location in Plano, Texas in late 2014. Before becoming a Mr. Appliance franchisee, Andrew spent 35 years as a national sales manager for a major home repair service company.

“I chose to purchase my Mr. Appliance franchise because of the corporate values of the Dwyer Group, which place emphasize on respect, integrity and customer focus,” said Brown. “To me, Mr. Appliance really stood out in an industry that’s completely based on trust. Our technicians are in the customer’s home making repairs, and it was immediately obvious to me that the company doesn’t just speak to these values, but truly live it every day. This made purchasing a Mr. Appliance franchise very appealing to me, because in today’s environment, it’s crucial to share the same values in regards to how you treat your customers and your associates.”

For 20 years, Mr. Appliance has been helping entrepreneurs, such as Brown, build better businesses so they can achieve their personal goals. Mr. Appliance offers brand recognition in an industry with low competition and growing demand. Appliance repair is a necessary and repetitive service, which is part of what makes it the perfect market for building a very predictable business.

Mr. Appliance is a subsidiary of The Dwyer Group, Inc., a worldwide franchise holding corporation supporting more than 2,500 franchisees in the U.S. and 24 foreign countries. The Dwyer Group subsidiaries include Aire Serv, Glass Doctor, Mr. Rooter, Rainbow International Restoration and Cleaning, Five Star Painting, Mr. Electric, Molly Maid, Mr. Handyman and The Grounds Guys.

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