The Furnace Repair That Explained My Whole Generation
I have a category of customer in their forties who I find easier to work with than almost any other group. Mostly born between 1977 and 1983. A six-year window. Not Gen X, exactly. Not millennial, exactly. There is a name that got popular about ten years ago. Xennials.When his furnace quits, the Xennial calls me. On the phone. Like a regular person. He does not first diagnose it from a YouTube video or post in three Facebook groups. He asks reasonable questions, trusts that I know things he does not, and trusts himself enough to push back if my explanation does not match what he is seeing. He…
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