When a computer fix-it-shop dedicated to solving its customers’ problems needed some help of its own, it hired a set of new employees with a much-needed set of skills.
The uBreakiFix in Gainesville accepts cracked and damaged cell phones and tablet computers and makes them like new again. Owner Brenda Johnston, a former pediatric nurse at Fort Belvoir Hospital, turned entrepreneur, opened her first uBreakiFix in 2016 and quickly expanded to three stores.
Her dedication and work ethic paid off, with her stores receiving company awards such as Best Overall Customer Experience and Store of the Month. Johnson says her success comes from the strong relationships she builds with customers and staff.
“I am a strong believer in fostering relationships. I love getting to know my customers and work hard to stay connected with the community,” said Johnson.
This relationship-building became crucial during the coronavirus pandemic. The store changed customer engagement practices but still maintained its mindset of “serving the user of technology,” as people brought in crucial devices for dealing with the stay-at-home order like laptops.
With the influx of new business, Johnston needed more help. So, she formed a partnership with the Wilson Workforce and Rehabilitation Center, a state vocational-educational facility operated under the scope of the Virginia Department for Aging and Rehabilitative Services. Since then, she has hired three employees, in their 20s, with mild forms of Down, Tourette’s, and Asperger’s syndromes.
The new employees’ attention to detail was what uBreakiFx needed after they learned to fix complex devices relatively quickly. As Johnson’s business grew, with more customers bringing in laptops and other devices during the pandemic, Johnston said having employees who could keep up with the repair orders while maintaining the high standards uBreakiFix has was critical.
The hiring process is straightforward. The Department for Rehabilitative Services finds the talent and encourages applicants to apply to job postings. Once they apply, the employer schedules an interview. The agency serves as a reference for the applicant.
“Brenda is a very caring manager. When my father passed away last August, she gave me as much time as I needed. I am still working for Brenda and plan to continue to work for her until I finish my mechanical engineering degree.” says store leader Josh Johnston, who has worked at the shop for two and a half years.
Johnston has improved his customer service while working for uBreakiFix, and encourages other business owners who may be suffering staffing shortages to connect with the vocational program.
uBreakiFix was established in Orlando as a single shop but quickly expanded nationwide. Their business model focuses on servicing technological devices like smartphones, game consoles, tablets, and computers.
uBreakiFix Gainesville sits at 7443 Linton Hall Road. There are also locations in Manassas, North Stafford, and Woodbridge.
