Guest: Chris Edwards
Organization: Tucson Appliance Company
Location: Tucson, Arizona
Category: Retail / Family business
In this episode, I sit down with Chris Edwards inside Tucson Appliance Company to talk about what it takes to run an independent appliance business for more than 30 years in Tucson.
Chris shares how the industry has changed, why newer appliances often require stronger service support, and what independent stores have to get right to compete with national chains.
We also talk about reputation—how Chris approaches Google reviews, how he responds when something goes wrong, and what it means to lead a team while protecting a family-run legacy.
Tucson Appliance Company in Tucson, including what they offer and how they serve the local community.
Carter Dircks | Tucson Mobile Tires
Independent retail only survives when service is real and reputation is earned. Tucson is big enough to support growth, but small enough that word travels fast—especially when a customer feels taken care of (or doesn’t).
If you’re visible on Google but calls are inconsistent, the issue is usually not “more marketing.” It’s pipeline friction—what happens between a search and a booked customer.
I run a paid Local Visibility Diagnostic that shows exactly what’s limiting calls and booked leads (and what to fix next). Delivered asynchronously (no sales call).
Learn more about the Local Visibility Diagnostic.
Below is a readable transcript excerpt from the conversation. Minor edits were made for clarity.
Elaine: Independent appliance stores don’t usually last three decades. Chris Edwards built one that did right here in Tucson. Today we’re inside Tucson Appliance Company to talk about what it takes to survive, grow, and serve a community for over 30 years. So, Chris, what’s changed most in the appliance business over the last 30 years that customers probably haven’t noticed?
Chris: A lot of it has changed where it becomes the pricing and the delivery of the appliance and the use of the appliance and the electronics of the appliances themselves… sometimes it’s more efficient and faster and more powerful than it was before. But also that means it’s gonna break more. So services become more of a priority…
Elaine: If someone tried to open an independent appliance store today, what would they underestimate?
Chris: They would underestimate a lot… how to get people in the door… not just because of price, a lot of times because of customer service… availability… how fast you could deliver… install, pick up the old one…
Elaine: You have over a thousand Google reviews. That doesn’t happen accidentally. How intentional have you been about building that reputation?
Chris: I’ve been very intentional… a lot of people do go buy Google reviews… I have not paid for Google reviews… I respond to them immediately… if there is a problem… we make sure that it is taken care of in the proper manner every single time.
Elaine: What’s the toughest moment you’ve had to navigate running this business?
Chris: Financially… making payroll sometimes… there’s not a lot of markup when you’re going against competitors like Lowe’s and Home Depot and Best Buy… we have over 40 employees… we call it Tucson Appliance Family…
Elaine: Where do big box stores win and where do they fail?
Chris: They win in advertising… but ours are more authentic and more memorable… we make sure that the customer is taken care of from the beginning to the end.
Elaine: How is doing business in Tucson different from doing business anywhere else?
Chris: Tucson is a family as well… someone that knows someone that knows someone… a small, big town… people don’t even have to come in here now… they can go on our website, chat… pay online… we’ll deliver the next day.
Elaine: What does doing business the right way actually mean to you?
Chris: A win-win situation… if there is an issue, we make sure that it’s fair… my phone number is available… I’m always gonna be available.
Elaine: If Tucson Appliance disappeared tomorrow, what would you hope people say it stood for?
Chris: That it was a legacy in Tucson… that we contributed to our community… and we’re going into the third generation…
Elaine: Chris, thank you for letting us come into your space and share this. Thirty years in business doesn’t happen by accident. It says something about how you’ve chosen to show up in Tucson.
Chris: We just hope there is never not a Tucson Appliance.
Elaine: Wonderful. Congratulations. Thank you both for your time.