While managing a local appliance parts distributor, Robert Pugh gained a deep understanding of the technical side of appliances and saw an opportunity to bring a higher level of customer service to the industry. When the owners of a local appliance repair company decided to move, they offered him the chance to purchase their established phone number. Seizing the moment, he successfully rebranded Williams Appliance into Science Appliance. Since then, the business has grown, earning recognition such as being named the top appliance repair company in KCBD’s “Best of the West” campaign in 2016. That moment was both rewarding and validating, confirming that the Lubbock community valued the service Science Appliance provides.

Owning a business has allowed Robert the freedom to be present in his children’s lives, a privilege he deeply appreciates. However, challenges like hiring, training, and retaining employees have been the most difficult aspects of running the business. Despite this, Science Appliance continues to prioritize customer experience by offering top-tier service that goes beyond repairs. Their approach includes signed vehicles, uniforms, and courtesy calls, as well as personal touches like pet treats, coloring pages for kids, and handwritten thank-you notes. They also give back to the community through discounted repairs, waived fees for those in need, and partnerships with local businesses and nonprofits.

Robert never set out to be an entrepreneur, but when an opportunity arose, he took a chance and built something meaningful. His advice to his younger self would be to believe in himself, as the only person who can truly stand in the way of success is oneself. Through his journey, the SBDC, and particularly Chuck Edwards, has provided crucial guidance in handling employee challenges and developing company policies, as well as valuable networking opportunities that have helped Science Appliance thrive.