By Peter Lyle DeHaan, PhD
Regardless of where you work, false alarms have likely caused frustration. I remembered this one day as I searched for the source of an electronic alarm, warning me that something was awry in my house. Since the beeping was intermittent, finding the source was comedic.
With each alert I would move in the direction I thought it was originating from, come to a stop, cock my head, and attentively wait, scarcely breathing so that I could take in its next iteration.
I darted around the house in a haphazard zigzag pattern, often overshooting my mark. It was as though I was playing the childhood game of “hot or cold” with the electronic gizmo taunting me with “you’re getting colder.”
Eventually, I found the culprit: a carbon monoxide detector. In addition to the beeping, the power light was flashing red – even though the only documented options were solid green and solid amber. Pressing reset didn’t help, so I unplugged it for a few minutes; that always worked in the past. After an hour of futile troubleshooting, I began to consider that maybe it was working correctly and there were actually unsafe carbon monoxide levels in my home.
What a novel thought. I never experienced a smoke, fire, or carbon monoxide alarm that signaled an actual problem. In fact, I was conditioned to assume that any alarm was the result of a malfunction.
Smoke detectors were high on that list, with their low battery beeps and false alarms. When I would test them, no one ever left their office to evacuate the building; no one ever asked if there was a fire. The response was always one of irritation: “Make it stop so we can hear our callers.”
Uninterruptible Power Supplies (UPSs) also seemed to do more harm than good. It’s confounding for a malfunctioning UPS to take down servers when perfectly good utility power is available. Yet it happens. For a while I kept track.
The UPSs were actually causing more downtime then they prevented. Generators also fit that category. Regardless if there was an automatic transfer switch or a manual bypass – that is, initiated by technology or by people –inevitably something would go wrong.
Despite employee training and trial runs, nothing seemed to prepared staff to deal with an actual power outage.
Spare parts and backup Internet connections were another cause for frustration. You have them in case of an emergency, periodically testing them to make sure they are functional. Unfortunately, it seems that efforts to do so invariably result in unexpected side effects and problems, including system crashes.
All these areas give one pause to consider if such efforts actually accomplish a net benefit or do more harm than good. Regardless, it would be irresponsible not to do all that can be done to keep staff safe and systems functioning. The frustrations and false alarms are merely a side effect that one must accept in the process.
As far as my issue at home, I ended up buying a new detector. The replacement unit did not alert; apparently it was a false alarm after all.\
Read more in Peter’s new book, Sticky Customer Service, to uncover helpful customer service tips, encouraging you to do better and celebrating what you do best.
Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his carer. Recurring themes included customer service, sales and marketing, and leadership and management. He shares his lifetime of business experience and personal insights through his books and posts.