The following story was shared by Elise Bouchner, managing partner at leadership development consultancy Excelerant.
Client: A family-owned plumbing, heating, and air conditioning supplier.
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Problem: The company had a 75-year history of acquisition and organic growth. Its 40 stores occupied three states, and it was in the process of expanding into yet another state.
Cause/Diagnosis: Ongoing growth and innovation resulted in inconsistency from one store to another. The overall business risked the
