Case Study:
Mr. Appliance of Spring Hill, FL
Client Background
Mr. Appliance of Spring Hill, Florida, owned by Justin Bogart, provides residential and commercial appliance repair and installation services. As a mobile service business, the team travels directly to customers’ homes or workplaces—making clear, consistent phone communication essential for booking and maintaining trust.
As part of a national franchise, Mr. Appliance is required to have a live person answer calls around the clock—including weekends and holidays. With competition just a phone call away, ensuring every inquiry is handled promptly and professionally is critical to keeping customers and the business thriving.
The Challenge
Managing constant phone availability posed both logistical and financial strain. Staffing in-house around the clock wasn’t practical, especially for holidays and weekends, but leaving calls unanswered meant potential customers would look elsewhere.
Initially, Mr. Appliance relied on a franchisor-recommended answering service, but it fell short. Calls weren’t handled to standard, creating frustration and missed opportunities. Seeking better support, Justin turned to fellow franchise owners for advice. Several recommended Focus Answering Service.
After a year of success with Focus, the franchise briefly switched providers during a free trial offer elsewhere, only to quickly discover a stark difference. The alternate service was “just horrible,” in Justin’s words—prompting Mr. Appliance to return to Focus within a month.
The Solution
Focus Answering Service worked closely with Mr. Appliance to create tailored call-handling procedures that fit franchise requirements while ensuring professionalism on every call.
24/7 Availability
Live agents answer phones at all times, including weekends and holidays, meeting franchise obligations.
Franchise-Specific Workflows
Agents use customized, conversational scripts to answer common questions—service areas, diagnostic fees, appliance types handled, and more—before booking appointments.
Seamless Scheduling
Focus integrates with Mr. Appliance’s website, providing agents with real-time access and immediate scheduling.
Daytime Overflow Support
When in-house staff are tied up, Focus ensures no calls slip through the cracks.
The Results
The renewed partnership with Focus has delivered clear benefits for Mr. Appliance of Spring Hill:
Customer Confidence
Calls are answered promptly and pleasantly, leaving a strong first impression.
Operational Savings
Outsourcing phone coverage costs less than hiring another full-time customer service representative—without the overhead of benefits or holiday pay.
Franchise Reliability
Focus’s proven franchise support model helps the business meet national requirements while maintaining a local, personalized touch.
Consistency
Every call is handled with meticulous attention to detail, ensuring customers are scheduled quickly and questions are resolved efficiently.
Client Testimonial
