Stephen and Kristy Hughes on 11 Years and Mr. Appliance Owner of the Year

This Mr. Appliance video features Stephen and Kristy Hughes, recognized as the brand's Franchise Owners of the Year. The testimonial is unusually narrative — the Hughes describe how they discovered Mr. Appliance, how the operating model has supported eleven years of growth, and what they think drove the recognition. The discovery story is specific. Stephen was working for a company that was going out of business and was responsible for packing things up. While doing that, he found a sales binder from Mr. Appliance — and the brand's Code of Values caught his attention immediately. He went home, talked it over with Kristy, and they decided to start a Mr. Appliance unit on the strength of those values alone. Eleven years later, that values-first decision is what they credit for the operating culture they have built. The team-and-customer argument is the substantive piece. Stephen and Kristy emphasize that what makes them feel any kind of success is their team. Without the people they have hired and developed, the unit would still be operating out of a closet at home, losing money. The team's performance gives them a reason to keep doing the work beyond their own goals. Customer service is built around a Done Right promise — every repair is guaranteed for a year, technicians arrive within a day or two, and the goal at every visit is to leave the customer happier with their home. The Neighborly community closes the recognition. The Hughes describe leaning on the support system of Mr. Appliance corporate plus the broader Neighborly franchise network — mentors, peers, and other home-services brands inside the umbrella that have all been part of their growth path. The closing message Stephen offers to incoming franchisees is direct: lean on the support system you have, always keep learning, and help people. The more people you help, the more people help you. The recognition video itself is the brand publicly recognizing eleven years of that approach.