Phone Repair Industry Insights

Interviewer: Eric HoudekIn

terviewee: Lance Lewis

Location: Fayetteville, North Carolina

Eric Houdek: How long have you been in the repair industry?

Lance Lewis: I've been part of the repair industry for quite a while. I started back when it was all about beaver repairs, which certainly shows my age.

Eric Houdek: Can you describe your business locations and the areas you serve?

Lance Lewis: My largest store is on Skibo Road in Fayetteville, North Carolina. Although our main location is in Fayetteville, we service many nearby towns. We cover areas such as Hope Mills, Spring Lake, Raeford, and the communities around Fort Bragg. We're especially popular with military personnel and residents in areas like Linden, as well as parts of Cumberland, Hoke, and Moore Counties.

Eric Houdek: How many stores do you operate?

Lance Lewis: I operate a total of five stores. One is a standalone location, several are within Walmart, and I also have a store on a military base. This distribution helps us reach customers in various communities around Fayetteville.

Eric Houdek: When did you notice a significant opportunity in phone repair?

Lance Lewis: The opportunity became clear with the introduction of Razor phones, but by the time the iPhone launched, the repair industry was booming.

Eric Houdek: How have you maintained competitiveness over the years?

Lance Lewis: I've never focused heavily on competing through pricing. Concentrating solely on price leads to a downward spiral. Instead, I prioritize putting customers at ease. People worry about having a poor repair experience or losing their data. By offering excellent service and ensuring customer comfort, we can charge a premium and grow through word-of-mouth referrals.

Eric Houdek: What is your outlook on the future of the repair industry?

Lance Lewis: Phone insurance is keeping the repair industry thriving. I think independent shops and smaller chains will need to partner with insurance companies, like the larger franchises have done, as more people will opt to use insurance for repairs instead of paying out of pocket.

Eric Houdek: Any final thoughts?

Lance Lewis: Keep working hard—and stay out of my Fayetteville market! (Laughs)