Karen Friedman Enterprises

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When Appliances Die at the Worst Possible Times and How Companies can Benefit

Our air conditioner broke this week. It was a muggy Saturday night when we had friends visiting in the middle of a heat wave. It seems like appliances have an uncanny knack for dying at the worst possible times. Years back, our garbage disposal conked out hours before family arrived for Thanksgiving dinner. When our refrigerator dropped dead and the freezer transformed into a lukewarm pond, it was a holiday weekend, and we had a house full of company.

Why is it that appliances never seem to break down when you have free time and no commitments? My card playing friends who have answers to the world’s most pressing questions suggest that every appliance comes with a hidden timing chip programmed to detect moments of maximum inconvenience. The chip sends a signal to the appliance’s brain, triggering a meltdown at the most inopportune time.

But back to my air conditioner. We called our HVAC (heating, ventilation, and air conditioning) company to come fix it and they came right out for an additional after-hours weekend service fee. Bad news. It could not be fixed and because my friends say these appliances detect maximum inconvenience, the appliances must have known that our warranty had just expired. We had to get both a new heating and air conditioning unit which cost a bunch of zeros, but parts had to be ordered and it would take a day or two.

So, with an already overheated 100-pound dog, our son and pregnant daughter-in-law staying for the weekend, we muddled through the heat with open windows and fans to circulate the sweltering air. Friends offered beds in their air-conditioned homes, but all of us declined. And I did a personal reality check reminding myself that most of the world doesn’t have air conditioning or fans and some don’t even have windows that open. This too would pass.

Two days later, it did or so I thought. A truckload of mechanics descended on the house to pull out the old system and put in a new one and once again the house was cool. Until about two in the morning that is. It seemed a little warm and the compressor sounded awfully loud which is when my husband noticed that the thermostat was going up, not down. We called and the repair people returned. Diagnosis: the new system wasn’t working either. They didn’t know what was wrong with it and they would have to order another one.

They apologized for the inconvenience and offered to temporarily install window units to give us some relief when we slept. They said they’d work on it as quickly as possible.

My friends seemed very concerned about our predicament and a few proposed that I give the HVAC company a ‘piece of my mind for screwing up.’ However, despite our inconvenience and perhaps an installation mistake on their end, the company did the right thing.

Through each step of the process, they called and communicated what was happening and the time frame in which we could expect things. They apologized and they offered a short-term solution until they could fix the problem. They acted quickly and took responsibility saying this was their issue when I worried there could be a bigger electrical problem. Companies that prioritize doing the right thing for customers is crucial for several reasons:

1. Building Trust

  • Trust is the cornerstone of any successful business relationship. When customers believe that a company consistently acts in their best interests, they are more likely to trust the company.

2.  Transparency

  • Being open about business practices, and problem-solving approaches fosters trust. Customers who feel valued are more likely to return for future purchases.

3. Positive Public Image

  • Companies that consistently do right by their customers build a positive reputation, which can attract new customers. And customers are more likely to forgive occasional missteps if they believe the company is acting ethically.

And let’s face it: appliances have a tough life. The microwave is zapping leftovers multiple times a day, the dishwasher is handling our mess with little complaint, and the washing machine is in a constant battle with our smelly gym clothes. I understand why they sometimes crack under pressure.

Like me, on the verge of retirement, I wonder if appliances might also have a retirement plan, and they choose to retire at the moment of peak chaos to ensure they are missed the most. This way, their memory lives on as your family will forever reminisce about the time the washing machine decided to flood the laundry room on Christmas Eve.

While we may never know the true reasons behind these inconvenient appliance deaths, one thing is certain: they add a touch of unpredictability to our lives. The companies that recognize our anxiety, act with urgency, and prioritize our satisfaction are better positioned to build lasting relationships and customer trust.

The next time your refrigerator dies the night after a big grocery haul or your water heater gives out during a winter storm, just remember that you’re not alone. Embrace the chaos, laugh at the absurdity, and keep a good sense of humor handy.

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What Technical Blunders can Teach us about Patience and Empathy

When I started my business nearly 28 years ago, I wasn’t very familiar with home computers and Microsoft Word. Muttering loudly as I struggled to get my keyboard to do something, my then four-year-old ran into my office yelling “Mommy, let me help!” Realizing this child was not leaving my office until I obliged, he climbed onto my lap as I offered him the keyboard. Looking intently at the screen, then back at the keyboard, he said “Mommy, click twice”. Thinking this was a game, I did what he said and to my astonishment, it worked!!!

In our fast-paced digital age, technology has become an integral part of our daily lives. While younger people effortlessly swipe and tap their way through the digital landscape, those of us who are slightly older often find themselves in befuddling conundrums.

I recall when VCRs were first introduced to households back in the 1970’s. For my friends and me, learning how to record and play back VHS tapes was so simple. To my parents however, it represented wonderment and bewilderment all at once. The buttons seemed to have a mind of their own, leading to unintentional fast-forwarding, rewinding, accidentally erasing what was on the tape and occasionally ejecting the tape altogether. Not to mention the millions of VCR clocks continually blinking across the globe because our parents didn’t know how to set the time.  

My brothers and I used to roll our eyes. We didn’t understand how something so simple could become so overwhelming for our smart well-educated parents. Patient at first when we had to keep explaining how to program the machine, after continual phone calls for help, our patience started to wear thin.

Now, decades later, here we are. Today, I consider myself tech savvy. After all, I’ve been using computers, iPads, smartphones, and other devices for years. I am well versed in Microsoft programs, and I am competent when it comes to social media. Even so, I sometimes catch my children rolling their eyes at me and I know they think I am as challenged and dated as I once thought my parents were.

For example, recently we switched our television cable provider to a TV streaming service. There were so many choices—cubes, sticks and boxes to name a few. Truthfully, I found it confusing, so I assigned my son to pick one and set it up. He didn’t require any instructions to begin using it effectively, but remember, he knew how to fix my technical inadequacies when he was only four. I thought I needed just a little bit of TV streaming instructional guidance and felt comfortable that I could maneuver on my own. Well, until he left, and I turned the TV on by myself. There were endless apps and icons on the screen, and I couldn’t figure out how to watch Live TV. So, I called my son.

Patient at first, he said let’s FaceTime so I can see what’s going on. When he looked at the screen he said “Mom, where is the app”, to which I replied, “what app?” Hearing increased frustration in his voice and sensing eye rolling on the way, he explained that I had to be in our new service provider’s app in order to use it appropriately. Frustrated with the whole experience, I pretended I understood, thanked him, and decided to watch TV on my iPad, which I knew how to use.

The transition from traditional devices like landlines to cellphones, VCRs to streaming services happened more swiftly than when my parents were younger and has made it challenging for some older people to keep up. My millennial children have been exposed to technology from a very young age and therefore have a natural familiarity compared to older generations who had to adapt to these technologies later in life.

Learning preferences are also different. Some seniors accustomed to more traditional learning methods may find it tricky to adapt to self-guided learning on digital platforms. They may also be intimidated, feeling they might break something if they make a mistake.  

That said, it’s important for digital savvy individuals, especially our children, to communicate with patience, understanding, empathy and minimal eye rolling when helping others with technology. I tried to apply that lesson as I was writing this article when my elderly mother called. She accidentally reached me through FaceTime. Not understanding, we were on a video call; she had the phone positioned in such a way that I could only see her nostrils. As I tried to explain how to move the phone, she became increasingly exasperated.

Normally, I may have raised my voice in frustration and rolled my eyes at her error which may have made her feel incompetent or even outdated. Instead, I decided to navigate her confusing digital journey with a smile, patience, and humor. After all, we can turn these accidental mishaps into funny anecdotes. I’m sure my son has gotten a few laughs when he’s shared his mother’s technical blunders as I have sharing mine.

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What business communicators can learn from tour guides

On a recent vacation, my husband and I took a few tours to learn more about the history and culture of the land. The difference between an exceptional tour guide and a mediocre tour guide was immediately clear. The mediocre guides were knowledgeable and provided interesting information, dates, facts, and statistics. The exceptional guides were also well versed, but weaved stories and anecdotes into their narratives making it more engaging, memorable, and kept our attention.

Think about great teachers or speakers you remember. Like a notable tour guide, you may recall a few statistics they shared, but you probably remember them because of the stories they told. Like great tour guides who work on crafting and sharing interesting stories, storytelling is also a powerful tool in business for many reasons.

  1. Connection
    • Stories create an emotional connection between speakers and listeners which helps build relationships with customers, employees, and prospects.
  2. Memorable
    • Stories provide context and make sense of complex ideas which is why people remember stories more than they recall data and facts.
  3. Engaging
    • Whether delivering a presentation, marketing campaign or trying to convey your point of view, sharing stories and anecdotes that support facts and information engages audiences and captures attention.
  4. Differentiation
    • Years ago, I attended a medical presentation where five liver surgeons had to explain a difficult procedure. Thinking the first four were bland and boring, I tuned out but blamed it on my lack of subject comprehension. Yet the fifth speaker hooked me instantly. Sharing pictures, videos, and brief stories about patient procedures, he simplified technical information and made it understandable.
  5. Trust
    • Business relationships are built on trust. Sharing stories that include lessons learned from mistakes and vulnerabilities demonstrate transparency and authenticity which can lead to loyalty as people become more vested in your message.

Yet, often when I suggest speakers incorporate storytelling into their communications, many push back, claiming it’s not their strength or they don’t have time. I disagree. No matter who you are, you are a storyteller. You have been sharing stories since you were born on the playground, after summer vacations and at home with your family.

Look no further than You Tube, TikTok, or Facebook to understand how stories have transformed the way we communicate today. Content that includes videos, pictures and music allow companies to connect emotionally which fuels everything from buying habits to political opinions to the way you wear your hair. Like an old-fashioned story that keeps listeners on the edge of their seats, the way you tell your story will shape outcomes.

As in any profession, becoming an effective storyteller takes practice. That became even more evident to me this holiday season when my friends and I took a unique walking tour (amazingnycwalks.com) in New York’s Greenwich Village. Here are a few qualities you can employ at work that made the tour guide an effective storyteller.

  1. Enthusiasm
    • The guide’s genuine enthusiasm for his subject was contagious inspiring questions and curiosity from the tour group.
  2. Adaptable
    • Being able to articulate thoughts clearly is essential. Being able to adapt your style to the different levels of audience understanding helps everyone follow the story.
  3. Creativity
    • From time to time, this tour guide would pull out his phone and show us pictures of what important buildings looked like in years past. This provided context and brought his stories to life.
  4. Structure
    • Crafting a well-structured story with a clear beginning, middle and end is essential when delivering any kind of speech or presentation. It will make you easier to follow
  5. Presence
    • Good eye contact, expressive body language and a strong stage presence can transform a dull presentation or tour into a more captivating experience for others.

In summary, storytelling in business is not just about entertaining listeners. It’s a strategic tool that helps businesses communicate value and connect with people on a more human level. Those are the presentations and tours we remember.

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