It’s hard to imagine a more literal example of being shut out than experiencing a whole house fire—yet alone a whole neighborhood fire—but that's what happened to my friends Bill and Pam. On Sunday, October 8th, 2017, the Tubbs Fire, driven by near hurricane-force winds, began to incinerate a swath that would cut across three counties before full containment was reached three weeks later. Deadly and destructive, that fire is believed to have taken at least 22 human lives, obliterated over 5,600 structures, with more than half of those being residential. Recently, Bill told me some of what it’s been like to cede his house, home and peace of mind to one of California’s most cataclysmic fires.
First, he described the night the fire began. None of his memories have faded with time. Around 8pm he was relaxing in his hot tub. His partner, Pam, was in Southern California visiting her grandchildren. At 9pm he had to close his bedroom windows because wind was causing the shades to clack against the sills. At 1:15am, he was roused from a sound sleep by the phone. His granddaughter, who lived closer to the fire’s ignition point and who had already been evacuated, implored him to leave, “Grandpa, there’s a fire! You need to get out of your house!" When he hung up, he honestly thought, “What’s she been smokin’?” but then less than a minute later there was an urgent knock at his front door, and it was a neighbor he had few interactions with, but she too was warning him of approaching fire.
At that point, he could see haze in the air, and he could smell smoke, but there was no sight of flames or even an orange glow in the night sky, and he was not immediately alarmed. It was inconceivable that he and his home were in any real danger. With a cool head and an unquestioned sense of duty, he proceeded to assist his neighbors. When the power went out, to the husband and wife that were four days from expecting their first child, he gave his two most readily available flashlights. After waking the French couple down the street, he reminded them to grab their passports before leaving. There was another single woman who he made sure to see off swiftly but safely. By 1:40pm, he was back in his own pitch-dark house searching for yet another flashlight. He called Pam to tell her about the fire and ask where he could locate some of her important papers. Still disbelieving that a fire would actually reach his house, he gathered up a few more small items, threw them in his Subaru, and headed into town. He felt certain that the fire fighters would stop whatever was burning.
From his neighborhood of Fountaingrove, he drove down the hill and parked in one of Kaiser Hospital's lots, but then their electricity also went out. Next, he headed to Denny’s, but then they closed because several of their employees lived in Coffee Park and they had to go and attend to their own crises. From the diner, he drove to his daughter's house in downtown Santa Rosa. Along Highway 101, he passed a flaming car and thought, “Oh my god. What is happening?” He was nervous but continued to have faith in the police and fire department's ability to contain the mounting threat. It was round 4:00am when he made the decision to return to his house. Since all of the normal routes were blocked off, he utilized a little-known back access road. He wanted to retrieve Pam’s car and his own little red sports car. As he got closer to his house, he was indeed astonished to discover his own cul-de-sac burning. Undeterred however, he parked his Subaru about a quarter mile from his house and ran up the road to complete his mission. A home that was a couple of doors down and across the street from his was fully engulfed with thirty-foot high flames. Fire trucks were driving by, but they weren’t stopping. A reporter from the Press Democrat was there and so was Kent Porter—the photographer who took the picture of Bill silhouetted against his neighbor’s burning house.
The smoke and heat were unbelievably intense, but Bill was determined to save the two automobiles. He was able to get Pam’s car down the road to where the Subaru was parked, and as he was returning on foot for his sports car, another of his neighbors came running to him. She had taken a sleeping pill and was just waking up. She was frantic to get her Lexus out of her garage, but with the power being out, she couldn’t open the door. She said to Bill, “You have to help me get my car out so I can escape.” Bill, now in a borderline panic of his own, was hardly thinking clearly. Rather than insist she get in his little red sports car so they could drive to safety together, he agreed to oblige her request. It was completely dark inside the woman’s house and garage, but he could see enough to make out that there was no pull cord to release the garage door from its track. With no time to find a ladder, Bill decided to leap from one of the door's hinges and take a flying swipe at the release. Mid-flight, it occurs to him that he was a sixty-nine-year-old man, and it would be a terrible time for him to break his ankle. Fortunately, he hit the mark, un-clicked the track, and landed unhurt. With hardly a nod of gratitude, the woman took off in her Lexus. Bill then buckled into his Mazda RX-7 and left his home for what he was sure would be the last time.
As the sun was rising, Bill struggled to accept that the unimaginable was occurring. In a state of shock, he roamed a grocery aisle in search of a simple toothbrush and paste. It was surreal. As was true for everyone that day, the magnitude of loss was still to be revealed. However, it didn’t take long for thoughts of what he had failed to grab, literally in the heat of the moment, began to haunt him. His birth certificate, property deeds, pink slips, his art, the spare key fobs, everything would be gone. More than his own belongings, what tears him up to this day is what he left behind of Pam’s. She had only a few months before moved all of her belongings out of storage and into his house. They were making every effort to create a home that would feel like it belonged to both of them. When she arrived later in the day, she would hear nothing of his guilt, but at the same time, she could do nothing to allay his critical inner voice. She embraced the fact that they faced an unknowable future, but they would face it together.
Both Pam and Bill are practical by nature, so replacing some of their cloths was a first order of business. Everything from under garments to outerwear needed to be purchased. A trip to Costco put them among other stunned survivors. In a moment of levity, the fellow shoppers were encouraging each other with fashion tips. It was October, so coats were in high demand. "Oh, that looks good on you. You should get that one,” they’d collectively urge.
In response to the emergent needs of the community, an enormous circus tent had been hastily erected in the parking lot of Home Depot to house a State Farm disaster response team. Early on in the process of rebuilding their lives, Pam and Bill found a spokesperson at the tent center to answer questions. Bill’s first question to the representative was about getting a copy of his policy. In a dismissive tone, the rep informed him that it was likely going to take weeks to process his request. His visceral response to that officious rebuff was instantaneous, but he restrained himself. For the sake of all the claimants that would file in after him, he felt a responsibility to break through her steely demeanor. In a calm voice, he asked her name, and then he used it when he invited her to stand where he was. He asked her to imagine losing her own home and then said, “How would you feel if you heard what you just said to me?” His tactic worked. She said she would see what she could do, and Bill received his policy the next day.
Soon there was an insurance property claims adjuster who came out to measure Bill and Pam's property lot lines and what remained of their home’s foundation. Bill happened to be there when the fellow arrived and the two struck up a conversation. Bill discovered that this was the gentleman’s third disaster in a row. The guy hadn’t been to his own home in over five months. First, there had been hurricane Irma in Florida, then Houston flooded from hurricane Harvey, and now he was dealing with wildfire devastation in California. The two were standing in the ashes of Bill’s destroyed home, but Bill was the one who felt compelled to console the adjuster; Barry was his name. Barry was hardly asking for sympathy; it was all in a days work, but he appreciated the kindness all the same. In measuring the perimeter of the house, Bill insisted on holding the other end of the 100 ft. measuring tape. They worked together to get all of the necessary measurements, and when they parted company, Barry told Bill, “I've been doing this for over twenty years, and you're the first person that's ever helped me. Thank you!”
After Barry was reassigned, Bill was appointed another property-loss claims adjuster who happened to be in Texas. The person was asking for unreasonable amounts of paperwork, and Bill felt the relationship was not going well. He felt the distance between them contributed to that adjuster caring more about saving the company money than helping him. He found the situation intolerable and advocated fiercely for a local adjuster. Meeting in person with whoever was to handle so many critical aspects of his dwelling insurance going forward was important to him. Again, this desire to connect served him. He was given a local adjuster, and they quickly established a rapport. Soon they began to chat about more personal matters. Bill learned that the agent’s grandmother and only living relative was celebrating her ninetieth birthday out of state, but the agent had to work and couldn’t go to the party. That struck Bill as terrible, and even though she was needed in the field, he suggested she really try to go; it was too important to miss. When he next saw his friendly adjuster, she thanked him for swaying her thoughts. “It’s because of you! I went because of you, and I’m so glad I did! Thank you!”
As is true for every homeowner effected by fire, the question of whether to rebuild or sell becomes pressing. The psychological trauma of devastating loss causes decision making to be a challenge. Victims are, by and large, fragile, exhausted, irritable, sleep deprived, and depressed, and yet determinations about what to do next have to be made. In the case of massive urban wildfires, supply and demand pressures compound the trauma as huge numbers of people must vie for temporary housing, furniture, cars, architects, contractors, designers, landscapers, building supplies of every variety, and the lists go on. Additionally, every aspect of recovery includes backed up lines for insurance claims, document retrievals, toxic waste testing, debris removal services, building permits, etc. The clock starts ticking on day one, and while sifting through the ruins; it’s also time to compile lists of every item lost. Plus, don’t forget to notify your utility companies—oh joy, more phone trees to get routed through and disconnected from. Everyone wants to return to normal, but normal can seem a long way away.
Bill, as a retired plumber, had been the master of his domain, tending to every aspect of his home with precision and care. When he and Pam made up their minds to rebuild, it was in part because Bill understood the trades from the inside out. That knowledge would prove to be both a blessing and a curse. In the wake of the fire, labor from the building trades was in extremely high demand; consequently, a large faction of under-skilled, poorly trained, distracted, and disinterested workers entered the scene. Bill values quality craftsmanship, and he can spot shoddy effort from a mile away, so when the work he had paid handsomely for was sub-par, he called it out. Doing the job he had hired a general contractor to do drove both he and Pam to a frequent state of distraction. Bill, with all of his experience, was not spared the headaches and heartaches of construction gone wrong. Drainpipes were angled backward; ceramic tiles were installed crooked; a light switch was mounted on the hinge side of a door. Twice during the rebuild, the couple considered halting all progress and selling “as is.” Bill described his frustration by saying, “You can hardly get out of bed some days. It’s like people are slapping you all the time, like their hitting you on the shoulder over and over. Maybe at first it doesn’t hurt, but pretty soon it gets really sore. It’s easy to sink to their level, but then you'd lose your own integrity."
As I listened to Bill with the intention of including his story in my Shut Out Stories blog, it became apparent to me that it wasn’t the loss of his home and it’s accumulation of treasured possessions that gave him the most grief; it was the onslaught of futile human interactions. He spoke of the three hundred emails he sent throughout the process—trying to be seen, wanting to be heard, demanding better from people. His efforts were not merely self-serving; he wanted to help others; he wanted systems to improve for the benefit of all. He wasn’t asking for special treatment; but he was asking for scruples; honesty, fairness, dependability, and everyday decency all too often turned out to be too much to ask.
Bill’s disappointment with people not coming through, not doing their jobs, not caring enough was most apparent when he revealed his dissatisfaction with the fire and police departments. His house and his neighborhood had been passed over, and that torments him. Nobody came through with a bullhorn to save them. No fire trucks stopped. He and his neighbors were on their own. As he considered the fact that the 2017 fire was not unprecedented and a nearly identical path of destruction had occurred in 1965, he became incensed. Apparently, no lessons from history had been learned, no plans had been put in place. His spine stiffened as he described a video that had gone viral during the early days of the disaster. It revealed a Berkeley fire crew driving into both flames and smoldering ruins on the night the fires started. Where many viewers heard the crew’s shock and horror, Bill hears a group of directionless guys “basically joy riding." When he sees thank you first responder signs, he wants to gag. "I'm haunted by how police and fire failed us.” He continues to be in no mood for praise or to celebrate the people and systems that let him down.
For me, this is at the heart of what I’m after with my shut out stories. The point of these stories is not about justifications or blame. My Shut Out Stories blog is about first identifying the myriad ways in which we can feel left out in the cold, both literally and figuratively. That ironically is a place of connection; we’ve all had them; we can all relate. Those lonely experiences of exclusion are the places where we get stuck. When we feel dropped, left behind, turned away from, it doesn’t matter if there’s more to the experience than what meets the eye. Sometimes, excuses just don’t cut it. We feel dissatisfied with outcomes, and we chew on all that went wrong.
What I look for in the shut out stories is where connections broke down. Something essential got overlooked or ignored. The details of the situation are important, but they only go so far. I’ve observed in myself and others that we can spend a lot of time trying to figure out what happened: diagramming timelines, replaying in our minds who said or didn’t say what, who did or didn’t do something, and imagining with great specificity how the situation could have and should have been handled differently. Unfortunately, those ruminations never bring relief. Brooding will not bring closure; it just leaves us attached to our disappointments.
In order to lessen the grip of an unfair or unjust interaction, I first have to recognize that I’ve been stung by disconnection—and the usual tip off for that is that I suddenly find myself in a foul mood. Next, I have to admit that someone or some thing got to me, and that means accepting vulnerability, and who wants to do that? The thing is, I’m very sensitive, and that stuff stays with me. Those affronts can last years if not a lifetime. They are burdens that I carry with a heavy heart. But what I’ve discovered is that if I can identify where a severance occurred, then I can try and meet it, consciously and intentionally, with it’s opposite. This works at all levels from petty grievances to life-threatening disasters. Always, I find that the antidote to disconnection is connection.
It takes a lot of self-reflection to identify when we’ve been hurt from an incident of disconnection. When willing, it then becomes a matter of choice and self-care. I make it a practice to find and embrace where I am seen, where I’m heard, and where I’m valued. I do that because my well-being depends on it. Normally, and ideally, we can work out our differences with people by talking things through, but when we are shut out, that option, for one reason or another, doesn’t exist. When dialog can’t occur, I have to find an alternative way of moving forward. Noticing and embracing moments of connection both big and small can be the medicine that sooths the aches and pains of being disregarded.
Where Pam and Bill lost their house, it was met with a deeper bonding in their relationship. As Bill and I were wrapping up our talk, Bill said, with a tear in his eye, that Pam was his angel. He also mentioned how helpful it was to spend time with his grandchildren, even if it was just twenty minutes shooting hoops with his grandson. Taking a yoga class helped or going on a long bike ride with friends. Having a kind word of encouragement for the insurance agent that was going to miss a family member’s ninetieth birthday or having empathy for the adjuster who hadn’t been home in several months were all bridges back to humanity. Having a pleasant exchange with another person while standing in a checkout line was enough to momentarily offset a day of disappointments. We want the give and take of life; we need it. When an encounter leaves us feeling empty handed, we’ve been shut out, and during those times, the best thing we can do for ourselves is recognize where meaningful connections exist and celebrate them in whatever big or small way makes the most sense.