One recent Wednesday morning I wrapped up a hot, long early run feeling like indulging myself. I walked to the nearby coffee shop and gazed with longing upon the chocolate pistachio croissant on display there.
But there was a problem. “Sorry,” the manager said. “Our system is down.”
She spent the next few minutes trying to wake it up while I waited and other customers came in. She gave up and looked at us in despair. “I can’t even take your orders. I’m calling the main office now.”
Part of me wanted to point out the prices were posted, the espresso machine was working, and she could take cash. The rest of me, in shameless sang-froid, wanted to see if she could figure this out herself. She did not. So I left, sans coffee and croissant, as did the customers behind me.
If you’re expecting a rant on how we’ve becomes slaves to technology, you’re only partly right. We have, of course. But the root cause here wasn’t a tech fail, it was a process fail. Is the purpose of the coffee shop to keep its ordering system up? No, it’s to sell coffee and food. The manager should have been trained in how to keep selling despite a failure. Something like this:
“Okay, Jane, the computer system has failed. We still need $300 per hour in revenue to stay in business. And customers are waiting. What do you do?” Very similar to what my father experienced in private pilot training, when his instructor shut off the engine mid-flight and said, “Now what?”
Technology is great. It saves time, reduces errors, and lets us do so much more than we could without it. At the cost of some of our independence. I don’t think that the growing interest in “off-the-grid” living, foraging skills, and the like is any coincidence. All of us ought to try at least one activity that requires us to think on our feet, and figure out how to survive when conditions aren’t easy. That’s what we’ve always been best at.
For me, that activity is ultrarunning. In a road race, there’s usually a crowd to follow, the running surface is smooth, and help is plentiful. In a trail ultra the footing is almost never certain, course markings can be missed, and I’m running by myself for most of the race. And the weather can vary a lot during one. So while I can get into a flow, and enjoy the scenery around me, I need to stay attentive to many things, and adjust “on the fly” at times. (*)
And yet, even with this awareness, I’m not immune to feeling stressed when I experience a process failure.
At the next Wednesday morning run, we’d just set off when I realized I’d forgotten to put on my Garmin watch. Yikes! No way to track my pace and distance. What to do? Fortunately, it is actually possible to run without a GPS watch, so I got through it, though I kept wanting to tap my wrist at stoplights. Backup plan? Ask someone with a watch how far we’d run.
Afterward, I returned to the coffee shop. Their system was back up, and I got my pastry. The manager even admitted she’d forgotten about their backup system. I tossed out the word, “cash” and she laughed. I wonder if she knows what it is.
(*) The recent tragedy during an ultra in China has made the need for good preparation and attentiveness to conditions even more visible and important. I’ll express my thoughts on this in a future post.