A Resilient Family Business Navigating the Pandemic and Economic Uncertainty: A Personal Journey
Over the past five years, my father and I have worked tirelessly within our family-owned appliance store, a business situated on the outskirts of a sizable metropolitan area with a population of approximately 200,000. Unlike the bustling giants like Lowe’s, Home Depot, and Best Buy—located about 30 miles away—our store has built a loyal customer base by providing personalized service and trustworthy advice, often attracting those who’ve been let down by larger chains.
Pre-Pandemic Foundations and Business Resilience
Our business has seen steady growth, bolstered by strategic financial planning. In anticipation of potential economic downturns—remembering the challenges of the 2008 recession—we’ve accumulated ten years’ worth of operating expenses in reserve. This prudent planning has allowed us to sustain operations through uncertain times while maintaining a salary that reflects our dedication and hard work.
The COVID-19 Crisis: An Unexpected Challenge
When the COVID-19 pandemic struck, my father and I found ourselves facing unprecedented challenges. Without any employees aside from my aunt in the office, I took on the role of sole delivery person, often completing 6 to 8 deliveries daily. My passion for working with my hands and ensuring perfect installations made this work especially fulfilling, despite the physical demands.
Our worst days involved unpacking massive trucks that, at times, carried 50 to 60 appliances—all sold in advance. Due to our warehouse lacking a loading dock, we devised creative solutions—sometimes involving makeshift methods to unload and store stock safely, a process my dad and I mastered through trial and error. During this hectic period, I assumed responsibility for warehousing, appliance ordering, and inventory management.
Building Expertise and Customer Trust
Over the years, I immersed myself in understanding every model number across multiple brands, from washers and dryers to refrigerators and cooktops. I became adept at identifying parts, ordering them promptly, and installing replacements within days. This technical expertise allowed me to serve customers efficiently, often anticipating their needs before they fully articulated them, earning their trust and loyalty.
Team Expansion and Operational Improvements
In late 2020, we re-hired a former employee who had previously been with us for six years—a dependable delivery driver with a great personality. Shortly thereafter, we brought on a recent high school graduate, now a valued team member, despite the occasional humorous mistake. Their addition allowed me to focus more
One Comment
Thank you for sharing such an inspiring and detailed account of your family’s resilience and ingenuity during an incredibly challenging time. Your proactive planning—like building a substantial financial cushion—certainly demonstrates the importance of foresight in business continuity. I also appreciate how you and your dad adapted by taking on multiple roles, from delivery to inventory management, highlighting the value of versatility and hands-on leadership, especially during crises.
Your emphasis on building deep product expertise and personal relationships with customers underscores a timeless advantage small, dedicated businesses hold over larger chains. Re-hiring trusted team members and gradually expanding your team also shows a thoughtful approach to sustainable growth.
This story beautifully illustrates that with resilience, adaptability, and a customer-focused mindset, small businesses can not only survive but often thrive amid uncertainty. Thanks again for sharing your journey—it’s a great reminder of the power of community-focused enterprise and personal dedication.