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.

Without people, distributors basically become an empty warehouse, a collection of well-used computers and an assortment of worn out office furniture. Speaking with an assortment of folks looking to purchase distribution businesses — from inside and outside the industry — the conversation typically revolves around three major points — profitability, solid customer relationships, and stability of people.

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.