Mr. Appliance Franchise Opens In Ephrata

An Ephrata couple just opened a new Mr. Appliance franchise for Columbia Basin residents.

Adam and Tori St. Mary are the owners of the Ephrata-based franchise at 1322 Basin St. SW. The business employs the couple and a technician.

Adam St. Mary selected the company because of its code of values involving respect, integrity, customer focus and having fun in the process.

"Their goal is to help change your life," he said. "I knew I wanted to do this. It's something I always wanted to do. When I was getting ready to make this move, I gave them a call." St. Mary spoke of their business model and front-line customer service policies of placing a mat in front of the customers' door to help keep the house clean.

Technicians carry cleaning supplies to ensure the house and appliance are clean.

Customers have the convenience of booking appointments online. Once they schedule their appointment, they receive an e-mail reminder and a video of what kind of service to expect.

At the home, Mr. Appliance technicians work on major household appliances and most major brands.

They offer dryer vent cleaning, which helps prevent dryer fires.

Annually, dryer fires are blamed for about 15,600 structure fires, 15 deaths and 400 injuries, according to the U.S. Fire Administration's website.

"It's something homeowners aren't told enough about," St. Mary commented. "It helps with the energy bill, the life of the dryer and to help it run much more efficiently." Opening the business has gone well. They have bugs to work out, but will get through that, he said.

"The whole Columbia Basin has been supportive," St. Mary commented. "People have been happy for me and wished me good luck." St. Mary has 9.5 years of experience working in the industry, both as a repairman and a delivery man.

He grew up in Othello and later moved to Ephrata. He has three children with his wife, Tori.

Mr. Appliance President Doug Rogers said he is excited about having Adam on board.

"He already has a service background and is great with customer service," Rogers said.

He predicts customers will want St. Mary to return to their homes "over and over again." "They will market for him," Rogers said.

There is a need for appliance repair services, as retailers are selling fewer appliances, Rogers said.

"It would tell us owners are keeping appliances longer," he explained.

More often than not, it is more economical to fix the appliance, Rogers comments.

The company gained some national exposure when it was featured on the TV show "Undercover Boss," in January.

Dina Dwyer-Owens, CEO of The Dwyer Group, went undercover as a trainee with Hannah, a franchise owner from Houston. The Waco, Texas-based Dwyer Group is the holding company for seven franchise organizations, including Mr. Appliance.

"She really impressed people with how she handled the customer," Rogers said of Hannah.

Mr. Appliance is located in several states across the U.S. and Canada. Washington state locations include Tacoma and Clark County.

Mr. Appliance of the Columbia Basin serves Ephrata, Soap Lake, Othello, Warden, Coulee City, Royal City, Quincy and the outlying area.

For more information, call 509-765-9888 or visit www.mrappliance.com/columbiabasin

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