Written by The Business Journal Staff
Dylan Conner, President
What we do: We are a full service appliance repair company that provides extraordinary service by taking care of the customer and their home. We repair all major brands of washers, dryers, refrigerators, stoves, microwaves and dishwashers. It’ s our goal to turn customers into lifetime clients by treating them with respect and doing a good job.
Education: High School and some college
Family: I have two kids, Cara (10) and Nathan (7) My wife is Anna.
What led you to establish Mr. Appliance repair franchise in the Central Valley, Dylan?
I grew up doing repairs every vacation with my dad. I always enjoyed appliance repair. When I took over the business in 2003, it was just a truck, cell phone and myself. As business grew and I started to hire people, I knew I needed a better system to run my business. I have always admired franchised businesses. They just seem to have it together. When Mr. Appliance called me in 2008, I really didn’t know what they were all about. When I went to their home office in Waco, Tex., and they shared the vision of a company that has systems and a life that can be lived outside of business, I was sold!
What does it mean for you to have won the company’s Franchise of the Year award, Dylan?
It’s a huge honor. I feel like all the work we have put in to getting to this point is paying off. The award is just an acknowledgment of that. I was just as excited for my team because of all the hard work they have put in has been acknowledged. The award is really an indicator of the direction of our company. Moving forward at an aggressive pace while making sure to stick to the systems of Mr. Appliance.
What are your expectations since recently adding Monterey and Santa Cruz to your service territory, Dylan?
Monterey and Santa Cruz is a completely different market than The Greater Fresno area. Everything is high-end. So far we have seen great success over there. I hope to build it to the size of my Fresno company in the next two years. It’s a challenge, but I think we will see great dividends in the end.
Describe the work you do for the Ronald McDonald House and how did that start, Dylan?
Mr. Appliance Corp. started giving to Ronald McDonald House a few years ago. They challenged all the franchises to offer free service and donations themselves. In Madera we currently offer free repairs on their equipment. I serve on the committee for Mr. Appliance that oversees our donations and encourages franchisees to get involved on a national level. Our local house in Madera is always in need. I would encourage any local business to visit them and see what you can do. The blessing will certainly outweigh the cost.
How do you find your technicians and what makes them the best, Dylan?
Most of my techs have been referrals. I have two guys working for me that used to be sole operators. They are great because they understand what it takes to run a business. Our guys are trained and they share information very well, but the biggest difference for us is our culture. We have a code of values that we recite every week with our team. Everyone really wants to follow the code and offer excellent customer service. The techs get a quality score every week because we survey every customer. They are quite competitive when it comes to that score.
How have household appliances changed since you first began repairing them with your dad more than a decade ago, Dylan?
Appliances have much more electronics in them now. When I was a kid, you could diagnose something by looking at it and seeing an obvious problem. Now you really have to understand how the product is supposed to function.
What are some challenges you face in the industry right now, Dylan?
Warranty is always a challenge because it pays very little and the customer is usually upset that their new product is not working. It’s also an opportunity for us to shine with good service and hopefully gain that customer for life.
What do you enjoy about the job and running your own business?
I love appliance repair. My dad always said, “It’s not a job, it’s a hobby.” Running my own company has its challenges, but the freedom to travel, be involved in my church and spend time with family are probably my favorite things about it. I enjoy helping others succeed as well. I always tell new hires if I can make them successful and help them achieve their goals, then I too will be successful.
What are your roots in the San Joaquin Valley?
I was born in Hanford. I went to school in Riverdale. We currently attend church at Glad Tidings in Hanford where I play the piano for services and sit on the board.
What do you do in your spare time?
Travel, yard work, music, and time with the kids as much as possible.