Tag: christmas

There’s a moral to this story though it is a bit more of a cautionary tale than most I write. While it doesn’t rank with the story of three wise men or even Frank Capra’s Christmas classic “It’s a Wonderful Life”. You may find some common threads with both learning wisdom and remembering why throwing ourselves off a bridge isn’t the best choice like George Bailey considered doing.


The year was 2007 or maybe 2008 and it was most certainly Christmas Eve.

We are close geographically and relationally to both my wife’s family (The Claerbouts) and my family (The Orrs) and due to this we always spend Christmas eve with one side and Christmas Day with the other.

Luckily, while Florida Summers can drive an A/C tech insane, the winter and especially the holidays, tend to be quite slow. For me as a new business owner and one of the only techs at Kalos that meant that generally speaking, Christmas was a welcomed rest from a crazy year with seemingly endless hours.

As we were preparing the kids to head out to Leilani’s parents my phone rings (My cell phone WAS the emergency line).

The caller was a notoriously…. challenging… customer with many vacation homes under management. I gritted my teeth, swore inside and answered as nicely as I could.

“Brrryyyyan” the customer exclaimed, he always had a way of stretchhhhing out my name in a way that exuded disappointment and condescension.

“We have guests arriving and the POOL IS COLD… You JUSSSSSTTTT serviced that pool heater last month and now it’s NOT WORKING”

I need to step back a bit and clarify that we work on a LOT of pool heaters in the winter. Both gas and heat pump pool heating is used to keep pools over 80 degrees so that people from cold climates can vacation at Disney and swim in sauna-like temperatures even when it’s 40 outside.

It’s nice winter work for us… and I shouldn’t complain… but ever since we started doing it the term “emergency” has come to include 57-year-old, very white grandmas from Buffalo who need to take a swim after their day at Disney World and GASP! the pool is 73 degrees! Somebody better dial 911!

On this particular Christmas eve, this particular pool heater happened to be on the very far side of town, on the other side of Disney over an hour away from where I live.

Good grief! said I as I hung up the phone, looking and sounding like Charlie Brown.

So I hopped in the van and drove to the offending pool heater.

When I hopped out of the van I found the very best thing an A/C tech can find when they are in a hurry.

So I call the customer, quote the capacitor to which they respond (as they always do) “Bryyyyyyannnn, you were Jusssstttt out there… that seems like a bit much don’t you think’

Keep in mind, this customer is also British so every word carries the weight and gravitas of  Queen Elizabeth during a knighting ceremony.

Yes, that is the price

No, I didn’t cause it

Yes, I can do it now

Yes, I will leave the pool heater on

I slap that sucker in, fire it up, check amps, grab the suction line it’s cold, touch the discharge line, it’s hot, check the pool timer, look at the pool valve positions … all is well as far as I’m gonna check today and I’m OUT OF THERE!

It is now approaching noon and I’m almost home and….

bzzzzt… bzzzzt… bzzzzzzzzzzzzt

Because I’m by myself with no wife and kids I curse out loud with all the words a Christian homeschooler can think of “Poppycock and Fiddlesticks” I exclaim…

“Brrrrrrryyyyannn, the pool is SHTILLLLLLL COLLLLDDD” shrieked Sean Connery’s twin on the other end of the line in an agitated baritone.

The pool is still cold? Yes…. of course, the pool is still cold. It will take DAYS for a full-sized pool to heat up to 80+ degrees with a heat pump heater… I know this, they know this… everyone who knows anything about pools knows this.

I explain this to my dear, sweet, favorite customer in a squeaky, pre-pubescent voice and reassure them that the pool will eventually heat up but that it will take half a millennium AS PER THE USUAL, not one hour, which is all it had been since I left.

“BRYYYYYANNNNNN!!!!” the customer howled with a voice between that of Lord Voldemort and a hungry werewolf, “It is one thing for you to continue to rip us off with all these failed capacitors but quite ANOTHER for you to make excuses for a pool heater that IS NOT FIXED, you must GO BACK.”

This is the moment that this article is about…. The moment of truth and choice that separates the wise leaders, managers and techs from the reactive.

I took a breath.

I paused.

I reflected.

And I told the customer

“I value your business, I’m as certain as I can be that the heater is working as expected and it will take at least 24 hrs if not several days for that pool to reach temperature, If it isn’t warm in two days, give me a call… otherwise have a very merry Christmas.”

No…

That’s what I should have done. What I did instead was to pull over my van too fast in preparation to turn around and hit an enormous piece of tire retread on the side of the road.

Just like ralphie, I shouted OHHH FUUUUUUDDDGEEEE on the phone.

Only I didn’t say “Fudge.” I said THE word, the big one, the queen-mother of dirty words, the “F-dash-dash-dash” word!

The customer hung up on me and I was sitting on the side of the road with a big, black rubber road rash on my van and the metaphorical taste of soap in my mouth where the ghost of my mother past washed the dirty word out.

So I went back to the pool heater…

There was nothing wrong

I explained everything to the customer and apologized for freaking out.

It turned out fine

But the lesson of the story for us in the trade is that we need to be prepared for customers to be unrealistic, demanding and rude. It comes with the territory and who knows what they are going through that is contributing to their behavior.

All I needed to do was to be better emotionally prepared with what I am and am not willing to do, not with emotion, but as a clear business decision.

Many of our jobs in the field include being on-call and many customers will have a different definition of what’s an emergency and what isn’t. We are best off being friendly, clear and saying no sometimes in a polite, professional tone.

Merry Christmas and may your on-call be easy and your customers friendly

— Bryan

 

 

 

 

 

 

 

 

Every year…. We watch it EVERY YEAR and it still gets to me again and again. Call me a sucker, but especially living a blue-collar life working in the trades It’s a wonderful life describes the way many of us live, and even more so the way we can start to feel about our lives and our life’s work. Now, if you HAVE NEVER watched “It’s a Wonderful Life” don’t read this until you do… it won’t make sense.

We work day in and day out, for people and with people who don’t always notice what we do or see the value in it (or so we think). The truth is (like the movie reveals) we all matter more than we think. What we do, and to even a greater extent WHO WE ARE has an enormous impact on others and the world around us.

But this story isn’t about you or me, this story is about compression refrigeration and what it did to transform the world


Remember Mr. Potter from the movie? Take a good look at the man above, those fluffy white mutton chops belong to Frederic Tudor, and this grouchy looking man is the “Mr. Potter” of our tale…

but let’s not get ahead of ourselves

The year was 1806 and Frederic Tudor returned from a trip to the Carribean with the idea that exporting ice from the lakes and ponds of Massachuchets would be his path to fortune, and he was right, but not right away.

The Ice failure

Now, Frederic Tudor (from here on referred to as Fred) DID NOT invent the idea of using ice to cool food and drinks… as long as humans have roamed the earth they have been using ice for one thing or another. What Fred did was to create a commercial ice TRADE, and at first, he was REALLY bad at it. Fred’s first few shipments of ice from Massachusetts to the Carribean island of Martinique ended in failure, not only because much of the 80 tons of ice had melted away but also because the locals saw no need for Fred’s frozen water. Most of the ice, like Fred’s dreams of profit, just melted away.

In fact… between the years of 1809 and 1813 Fred racked up some major debts he couldn’t pay, debts that landed him in prison THREE TIMES, this was Massachuchets after all and they didn’t shy away from burning witches or throwing tea into Boston harbor or sending debtors to prison. Fred was no exception to this rule, and not unlike Bill Belichick in his days with Jets… he may have been cast off for a time, but Boston loves a winner… and Fred was a winner.

The Ice King Cometh 

After the war of 1812 had settled down…..

you know the war of 1812 right? the one that was just a big misunderstanding where the British burned the Whitehouse to the ground? Well, that war had an impact on the newly created international trade for ice. By 1815 everything had calmed a bit and Fred learned that in order to sell ice he had to –

  1. Become a pitchman for the product. Sure, prevention of meat spoilage was the most important market for his product but serving ice cold drinks in the Summer… that was the sizzle that sold the frozen steaks.
  2. Cut the ice more efficiently. Cutting by hand was labor intensive, he figures out how to cut and move the ice with horse-drawn sleds and it saved a TON of time. Now…. the horses added some FIBER to the ice occasionally, but it was just a small consequence of progress.
  3. Insulate Better. After losing so much ice shipping it great distances, Fred learned how to pack the ice better and insulate more effectively.
  4. Diversify. Shipping ice to a tropical location, saving some of the ice and the shipping back fruit preserved in ice…. that was a genius move.

All of these gains added up and by 1833 Fred was known as the “Ice King” when he shipped 180 tons of ice from Boston to Calcutta, India. The British elites in that far off place were able cool their drinks and their tempers.. we didn’t want another accidental Whitehouse incident after all.

But Fred was worried…. sure he dominated the natural ice trade, but there was a new technology that kept him up at night

The Machines of Cold

All the way back to the 1750’s (before Fred was born) inventors had been experimenting with the effects of evaporation of certain substances on the removal of heat. I can only imagine one of these men,  sitting in Philadelphia in the hot Summer of 1776… thinking about how his earlier experiments might cool Liberty hall, or at least their drinks as they hammered out a new country. Benjamin Franklin was one of the first to consider and experiment with changing the state of liquid to vapor to produce ice… but he certainly wouldn’t be the last.

The was inventor Oliver Evans in 1805 who talked about a method of continuous vapor compression to make ice produced by machines a reality… but he didn’t actually make it a reality himself. After all, making a few cubes of ice with a machine would be a novelty, a parlor trick in those days. Ice needed a market, a distribution system, market DEMAND. Fred was the one who created those things more than two decades after Oliver’s bright idea.

The Idealist

John Gorrie was not an inventor, it’s unlikely that he studied the papers of Benjamin Franklin or Oliver Evans. John was a doctor, born in the West Indies, raised in South Carolina and educated in a prestigious New York medical school in a time when medicine was a respected profession filled with misinformation and HORRIBLE practices. This is a time when writing a constipated patient a prescription for toxic mercury or soothing a colicky infant with narcotic “soothing syrup” was commonplace. So when John moved to steamy Apalachicola, Florida in 1833 t the age of 30, heaven only knows what sort of crazy nonsense he was doing to his patients unintentionally.

But….

John Gorrie was a good man by all accounts who really cared about helping people get well. He had left a comfortable life in to deal with tropical diseases like malaria and yellow fever, brought into the Florida port town by sailors and spread by mosquitoes. John must have had to adjust to the oppressive heat and humidity of a Florida Summer and it was this HEAT that caught John’s attention.

By this time John had had some of Fred’s incredible ice in a drink and it sure made him feel better on a hot day. What if some of these illnesses could be helped… even cured if he could control the temperature the rooms of his patients with ICE.

His first experiments with using Fred’s expensive imported ice and it sure appeared to help lift the spirits of those in his care, but he just couldn’t get enough of the stuff to make a difference.  John’s theory was that diseases like malaria were a “vapor” carried in from the swamps and that by draining swamps and cooling, dehumidifying and ventilating patients rooms you could reduce or eliminate the disease.

So like most people who have a problem, they want to solve he began reading and experimenting and in 1844 John wrote about a machine he wanted to create that consisted of

“two double-acting force pumps, one for condensing, and the other for rarifying air and an air magazine or receptacle for condensed air. It may be placed in any part of a house or ship..”

Just to save you from looking it up, rarify means to “make less dense” or more simply to expand. In essence, John described a very simple vapor compression system that uses air as the refrigerant.

An Icy Reception 

It was the Summer of 1847 as the story goes, and a French nobleman Monsieur Rosan was celebrating Bastille Day in steamy Appilachicola. As the guests were commenting on the oppressive heat the nobleman rose and announced to his guests that they would be able to enjoy chilled wine, thanks to ice mechanically produced by doctor Gorrie and his prototype machine.

In 1851 John was granted a patent for his ice making machine, and as the story goes he also found a deep-pocketed investor willing to put up the money to make this prototype a commercial success. A Boston investor lost to history, a Boston investor who died before the deal was final.

It was then that the wheels of John’s ideas began to come off. In publications across the country, the articles would write of Dr. Gorrie and his folly, of how inefficient his machines were and how foolish the invention was… after all, the “Ice King” had already solved the problem by making ice available all across the globe.

Did Fred cause this trouble to fall upon John? Probably not. Did he help the process along the way? I would be willing to bet he did.

In the end, John and his friends would speak of how he was undermined by the ice lobby, by Fred and his ice gathering and shipping machine. In 1855 at the age of 51 Dr. Gorrie died a broken man, a man who in his own words had “had been found in advance of the wants of the country”, in other words, he accepted that he was a man before his time.

This story has no happy ending. There was no Clarence the wingless angel to show John the present that would have been without him or more appropriately the future that was. partially because of John and his contributions, a future all of us who are reading this work in every day.

Conclusion 

Real change within industries and societies requires someone dogged and determined to take up the cause and push the idea to its destination. Inventors like Edison and Bell, industrialists like Rockefeller and Ford and even military leaders throughout history from Alexander the Great to Napoleon.

These people are applauded in retrospect for their brilliance and foresight, but to a man, their greatest asset was their determination. For every one of these “greats” whose names you know, there are thousands… Millions more, who have lived simple lives, working hard towards ideas they care about. People of determination who like John Gorrie and George Baily do the thing they were set on earth to do.

In the story of Mr. Potter and George Bailey or Frederic Tudor and John Gorrie, we clearly paint a hero and a villain. One man motivated by ego and greed, the other by altruism and vision. The fact is that every person has a bit of both in us. We all want to make a living, provide for our family and maybe buy a boat or a new truck along the way. It’s a noble thing to live a simple life and put some money away to enjoy, but don’t miss the opportunity to do the big thing that gets put in your path once or twice in a lifetime as well.

The fact remains that like John Gorrie we all play a part in the long, winding and noble story of our trade. You and I are a link in a chain back to Gorrie and Tudor and Franklin and to the people and systems we serve, we are more important than those men, dead and gone.

I leave you with a fitting (if a bit dramatic) poem, written for Gorrie 50 years after his death.

Give him a niche in the temple of Fame
Give him his place and hallow his name!
He, who in love for his suffering kind,
Lent them the use of his wonderful mind:
Pointed the way by unheard of device
To make in the Tropics the purest of Ice.

Give him a niche! May his name never die!
Build him a monument stately and high;
Who, in the ages, has equaled his thought?
Who for his fellows such solace has brought?
Think of the troubles his skill has allayed!
Think of the inroads on pain he has made.

Give him a niche and enshrine it with flowers!
Honor the man with divinity’s powers!
He who, no matter how sultry the day,
Drove from damp foreheads the fever away:
Pay quick a tribute that nobody shuns,
To GORRIE — greatest of Florida’s sons

Now go move some heat, and Merry Christmas.

— Bryan

 

 

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