101 Mobility Relies on Reviews, Custom Products to Grow
Dave Pazgan, CEO of 101 Mobility, demonstrated the 'mobility' in his franchise's name on a motorcycle trip.
“Sorry, a truck just went by,” said Dave Pazgan, president of 101 Mobility, as he pulled over to the side of the road to talk about his brand’s sales performance on the Franchise Times Top 200+, and at the same time demonstrated the mobility in his franchise’s name.
“I’m on a motorcycle trip, heading towards your area” in the Boundary Waters Canoe Area Wilderness in Minnesota. “I’m on the Trans-Canadian Highway right now.”
Pazgan embodies what his brand offers: mobility and accessibility to mostly baby boomers who need equipment and devices. “I think part of the story is that our industry is growing pretty quickly. It’s kind of a rising tide, and we get to rise with that tide,” he said.
Like a few other retailers on our list of top performers, 101 Mobility is defying the trend of declining bricks-and-mortar stores.
“Our niche is not really all that susceptible to disruption from Amazon, etc., mostly because the products we sell aren’t drop-shippable, they’re specialty and either custom or semi-custom. It requires someone to come out into your home, find out what the specific needs are.
“There are some companies that will sell some of the products we offer on an e-commerce platform, but they’re not really competitors to us,” he said.
One of Pazgan’s tactics is to invest heavily in getting customer reviews, and he began using Listen360 to generate such reviews and boost net promoter stores.
“We’re in a particular space where our clients are a vulnerable population, and so being a company that people can trust I think is really important. Over the last few years we’ve kind of reached a tipping point, where we have enough units out there, and we have enough positive comments,” he said. “When somebody does need something that we offer and starts to do a little bit of research, they say, here’s a company that’s doing something right. I feel like it’s a company I can trust.”
101 Mobility boosted systemwide sales by 28.8 percent in 2017, the second-highest increase of 18 specialty retailers on the Franchise Times Top 200+ list. Full coverage of our exclusive ranking of 500 franchise brands is available October 1 in print and online.