What does it take to become the top-rated repair shop in your region?
After completing 285,000+ repairs and winning customer trust at the rate of 400 repairs per month, the founder of Fix My Gadget has the right answer. For Larry Mikell, it’s all about pairing a people-first culture with a structured repair shop management software.
With a focus on employee well-being and repair quality, he proves that investing in the right technicians and tools pays off in the long run. Read on to learn how RepairDesk helps Larry manage high-volume repairs with measurable efficiency.
Business: Fix My Gadget
Specializes in: Cell Phone, Computer, Tablet, Game Console, & Electronics Repair
Location: Peoria, IL, USA
The Business
Shortly after graduating from Bradley University, Larry’s journey started with a cell phone service business called Telco. But the repair service opportunity emerged when construction workers, often turned away due to heavily damaged devices, started asking for help.
Those early fixes involved housing replacements, screen repairs, and battery swaps, which pushed Larry to learn device internals hands-on. That’s what eventually led to a full-scale repair operation.
Today, Fix My Gadget offers comprehensive repair services across what Larry calls the “big three”: smartphones, tablets, and laptops. The repair shop has since expanded its capabilities to include other consumer electronics, supported by quality replacement parts and certified technicians.
A People-First Philosophy
While being an early entrant helped Fix My Gadget gain momentum, Larry attributes long-term success to a simple but firm belief: employees come first. He intentionally pays his team above industry standards, believing that well-supported employees deliver better customer experiences.
“In a service-driven business, technicians are the ones interacting with customers and driving the operation,” says Larry, “so you need to put them first. You need to take care of their well-being.”
This people-first approach has improved the way Larry handles hiring, accountability, and compensation, ensuring that Fix My Gadget maintains professionalism and consistency even as demand grows.
The Challenge
With growing repair volume came greater operational complexity. Every year, tech giants like Apple and Samsung release new technologies with their smartphones. Larry quickly identified that the “old school just tech-only guy” is no longer sufficient. He not only needed technicians with the right tech knowledge but also sales acumen and customer communication skills.
“Scaling the business beyond a small team required organizational discipline and efficient processes,” Larry added.
Inventory management and customer communications were not easy to manage when repair volume grew. These challenges consumed valuable time that could otherwise be spent on repairs and growth. Larry figured out he needed repair shop software to streamline his operations, but finding the right one would take time.
He tried out RepairQ in 2013, followed by RepairShopr, and eventually shifted to RepairDesk around 10 years ago.
The Solution
When Larry’s search for a structured repair shop management solution led him to RepairDesk, he realized there was more to it than he first thought. The comprehensive repair shop management platform centralizes repair tickets, customer interactions, and operational workflows in one system.
What stood out to the team at Fix My Gadget was RepairDesk’s ability to serve as a single platform for:
- Repair intake and check-in
- Customer communication via Phone Pro and automated review requests
- Ticket management and KPI tracking
- Integrated workflows that keep teams aligned
Rather than relying on individual tools or manual workarounds, Larry implemented RepairDesk as the core platform for its daily operations. This decision laid a foundation for efficiency and accountability, making Fix My Gadget the most trusted repair shop in Peoria, IL.
Today, when a customer walks in or calls:
- RepairDesk auto-populates customer information using the phone number
- Larry can instantly access the customer’s repair history on his POS screen
- Larry creates a ticket in an organized workflow with pre- and post-repair images, diagnostic notes, and more.
RepairDesk’s ticket management system ensures that nothing slips through the cracks, and staff can focus on delivering quality service. The automated check-in process also helps offer personalized services, as returning customers are recognized immediately without manual lookup.
Automation and Customer Communication
One of the biggest time savers Larry highlighted was the suite of automated communication features within RepairDesk. These include:
- Emails and texts are sent automatically after an invoice is paid to ask customers for reviews.
- Phone Pro enables call recording and summaries that help with complex repair scenarios where you need proof to solve disputes.
- Appointments and status updates help the team stay on top of each repair order.
Real-Time Visibility and Accountability
Fix My Gadget manages a high volume of repairs without losing visibility or control. A dedicated screen in the store shows all active repair tickets in real time, enabling the entire team to stay coordinated.
Using RepairDesk’s reporting and metrics, the business tracks weekly sales goals, repairs completed per day, and margins. This transparency creates accountability and makes it easier to manage performance across the team.
Customer Experience and Reputation
Fix My Gadget is known for professionalism and consistent customer experiences, and this is reinforced by the workflows enabled with RepairDesk. Customers regularly comment on the shop’s:
- Fast turnaround times
- Professional technicians
- Friendly, organized service
“Repair Desk removes the ‘headache’ and normal growing pains associated with scaling a business by keeping historical data and training material organized for new employees,” says Larry.
Larry’s Business Advice
In his advice for repair shop owners, he suggests seeking a partner POS system that is innovative and keeps them “tech savvy” by integrating new developments, like RepairDesk.
“RepairDesk customer support is very responsive. You have chat support, access to a chat, a dedicated representative, and also a very responsive owner/founder,” he says.
Lastly, he stresses that your repair shop location is “super super important,” recommending finding a place with a good traffic count and high visibility.
The Takeaway
A people-first philosophy combined with the right operational tools can transform daily challenges into opportunities to scale. For Fix My Gadget, RepairDesk has become a constant partner in driving measurable efficiency and customer satisfaction.
