An Interview with Fargo Phone Repair and Madison Phone Repair Owner Rylan Drake

In the entrepreneurial world, deciding to open a second location is both an exciting milestone and a daunting challenge. We sat down with Rylan Drake, Owner of Fargo Phone Repair, who recently navigated this complex journey and opened Madison Phone Repair in Madison, Wisconsin.

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An Interview with Fargo Phone Repair and Madison Phone Repair Owner Rylan Drake How has the community supported the growth of your business? What made you want to start your business? How did you know when it was time to expand?What steps did you take to open your second location? What do you wish you would have known prior to opening the initial business or expanding? How have you overcome those challenges? What advice would you have for someone thinking about opening a second location or starting a second business? Support Rylan Fargo Phone Repair Madison Phone Repair

We discussed the decision-making process, the logistical hurdles, and the emotional highs and lows that come with expansion. While the allure of doubling revenue and footprint is tempting, it’s a path fraught with financial risks, operational complexities, and an inevitable learning curve.

And yes, he is my brother.

We have the largest selection of mobile devices in the Fargo area. Unlike everywhere else, our devices are unlocked. What that means is that customers are not locked into a two or three-year contract with their device and they won’t get hit with a bunch of hidden fees. It’s their device, and if they don’t like their carrier, they can take the device with them to a different one.

Our prices are way lower than retail, meaning that we can help customers save on a few different fronts. Fargo Phone Repair is a one stop shop for all your tech needs.

How has the community supported the growth of your business?

One of the most amazing things that we have encountered is a high repeat customer rate. We love our customers and are excited to help them with all of their tech needs. Even if it’s just a quick question, our team is ready to help. We feel so blessed to be a part of the Fargo-Moorhead community.

What made you want to start your business?

When I was in school, my phone got damaged beyond repair.

I tried to buy a phone online but had so many issues and had to send it back to the online seller. I was stuck waiting for a different phone to get sent out to me. It was so frustrating to have to wait again after I had already waited for the first device to get to me. As everyone knows, phones are essential to modern-day life, and being without one is simply not an option.

While I was waiting for the second device to arrive, I decided to buy locally off of Craigslist, only to find that after buying it, it was incompatible with my carrier. I had no way to warranty it or return the device since it was just purchased from some random person on Craigslist. I knew that there was something missing in the market and that there was an opportunity to start a business that would fill the market voids.

Today, Fargo Phone Repair specializes in everything related to mobile electronic devices. Whether someone needs a repair on their phone, iPad, Computer, or laptop, we have them covered.

How did you know when it was time to expand?

There are a few different things that we took into consideration when deciding to expand our business. We knew that we had an exceptional team in place at our first location so that we would not be neglecting the customers who have stuck with us from the beginning. Additionally, we knew that our business model was unique and offered synergies to give customers a one-stop place for their phones, computers, laptops, tablets etc. The combination of our amazing team as well as our ability to provide services that help our customers on several fronts allowed us to confidently make the decision to expand.

What steps did you take to open your second location?

The first thing to consider is a market that makes sense for a retail store to not just survive, but also thrive so that we can have the resources that we need to take care of our customers long term. We want our customers to know that they can bring their devices to a trusted business in the community, and picking the right location is a very important first step.

What do you wish you would have known prior to opening the initial business or expanding?

Oddly enough, we feel fortunate for the naivete that we had when deciding to go into the second business, otherwise, we may have never done it. A second location is a different ball game. Whether it is a POS system that integrates between locations, or having robust and in-depth SOPs, there are so many things related to the business infrastructure that need to be considered before expanding. In hindsight, while it may have been beneficial to be aware of the obstacles facing a multi-location operation, we may have decided not to even face those challenges had we known the effort it would take. And for that, we are thankful that we did not know.

How have you overcome those challenges?

The key to having a multi-location business is having systems in place so that team members can find answers to questions that align with the business values. Having the conviction to invest in things like an integrated POS system is essential. Our goal is to stay customer-focused, so having a team that is knowledgeable and helpful to customers is vital in overcoming all of the challenges related to a second business.

What advice would you have for someone thinking about opening a second location or starting a second business?

Work on building systems now and take the time to test the ability of the existing location to be self-sustaining. If it’s not there yet, go back to the drawing board and figure out how you can implement a better system that allows it to be self-sustaining. Once that is done, and if you know that you have a good product and/or service. Along with a good team that is focused on the customer, then it is just jumping in and taking the leap of faith, the rest will come naturally.