While conducting research for a book, I uncovered two dominant supply house personalities. To best illustrate my point, I will begin by describing the actions of two supply house employees.

Listening skills may not be the first thing that comes to mind at a plumbing and heating supply house. During one of my treks, I made the time to acquaint myself with the front counter people. I usually find an abundance of insight, smiles, and good service lessons to learn from those who work the counter. Similar to any organization, when you really want to know what is happening, ask the folks on the front line. Doing this will almost always reveal the unvarnished truth.

People fear change for a variety of reasons such as uncertainty, loss of control, complacency and risk aversion. Regardless of the reason, change is about the only thing we can look forward to.