Those of us old enough to remember the 1970s vividly will recall how the television set was the center of the household universe. No YouTube, eBay, Amazon or the internet, for that matter. Only the warm, often statically glow of the boob tube brought the world into our homes, providing news, sports and entertainment. Newspapers, magazines and books and other mass media were still alive and vibrant, but they paled in comparison to broadcast television, whose programming provided the huddled masses with a shared experience.
That is, until the TV broke. Then all hell broke loose. No, we’re not talking about the channel knob, which was solved (temporarily) by glue or tape, then permanently with a pair of pliers. Frugal households always sought out hacks/workarounds to prolong the life of the family telly, because replacement models were downright expensive. So when the picture tube blew, you didn’t just bounce out to Sears to buy another. It required the services of a TV repairman.
Mike Riordan was just 10 years old when the family’s Zenith went kaput. The local repairman showed up, armed with a box of tubes, and found an eagerly awaiting audience. Riordan asked questions and watched as the gentleman worked his magic and brought the TV back to life.
“I was hooked,” said Riordan, a 2023 ENX Magazine Difference Maker. “He told me to get training in electronics. I began taking all the electronic courses I could get as well as personal study. I began collecting TVs on the side of the road and fixed them.”
He enrolled in a two-year course on radio/TV repair through a New York state educational program. But during that time, the television market began to evolve, and manufacturers churned out larger and more affordable units. The TV became a disposable appliance, and the repair industry melted away. However, one of Riordan’s instructors pointed him toward Usherwood Business Equipment as a potential career path.
Life’s Passion
It’s a channel change Riordan has never regretted. “The fact that I could use my skills to help a person or company by fixing something they have that was broken has always been my motivating drive,” he said. “In work or in my personal time, it’s what I do. I enjoy doing it for free most of the time. The satisfaction of helping people is enough.”
Anything less than his best effort is anathema to Riordan’s work ethic, and he’s never shied away from a task too great during his 40-plus-year journey. One day he took a call from Ricoh, which was looking for a dealer to install 400 machines in a two-week period at Fort Drum in New York. When owner Lou Usherwood signed off on the agreement, Riordan mobilized his team. It was not only the largest project he’d tackled, it required logistics planning at a high level, dealing with parts, people, equipment and deadlines.
“After this deployment, I had a much greater appreciation of our company’s motto: Yes, it can be done,” Riordan said. “That learning experience gave me the confidence that, as a team, we can accomplish anything.”
The father and son leadership duo of Charlie and Lou Usherwood left an indelible impression on Riordan. When he made the switch from service technician to a leadership role (currently corporate field service trainer-imaging) Riordan felt a bit out of his element. Fixing people required a different skillset from the machines, but their mentoring has bolstered Riordan’s confidence.
“Charlie loved people and would do just about anything for his customers,” he said. “He taught me the value of taking care of customers from a business perspective, which is not much different than from my personal perspective. He did have to teach me that my time is worth what we charge and not to give it away. Being a nice guy does not pay the bills.”
Lou Usherwood provided Riordan guidance on leadership, tapping into his West Point background to furnish best practices and keen observations. Riordan feels his own development is a work in progress.
“The most important thing that they did for me was train, teach and mentor. That’s what I’ll always be grateful for,” Riordan added.
Fresh Perspective
What sticks out most about 2022 from Riordan’s perspective is the company’s June 6 return to working at the office, which he called “the highlight of my year.” Usherwood’s offices had undergone a total renovation in 2020 that was completed in time for the return. With an entirely new and larger training room, an improved floor plan geared toward learning and many new amenities, Riordan enjoys the extra level of excitement it brings to the work experience.
In his role as a corporate trainer, Riordan is tasked with learning the ins and outs of new manufacturer offerings, products of which he must provide technical guidance for his team—no easy task. Working to stay ahead of the learning curve is a constant battle he wages, as employees require the “best training in a timely manner.” Never one to turn down assistance requests, his role as a team player can be time-consuming, but he relishes the variety and assisting techs in the field.
Today, Usherwood Office Technology is a family affair for Riordan. His son, Benjamin, has plied his craft as a service technician for more than 15 years. Benjamin and wife Katie have a 4-year-old daughter, Eleanor. Mike and Wendy Riordan have been married 40 years, and they love to spend summers camping on Cross Lake, enjoying boating and fishing. An active member of the Calvary Baptist Church, he is also director of the Salmon River International Sport Fishing Museum.
“I love teaching families about the history and basics of fishing,” he added.
