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Two famous quotations capture a critical part of development. “It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so!” This quote from Mark Twain is one of my favorites. 

And a similar quote from former Secretary of Defense Donald Rumsfeld says: “There are known knowns; there are things we know that we know. There are known unknowns. That is to say, there are things that we now know we don’t know. However, there are also unknown unknowns. There are things we do not know we don’t know.” 

Unpacking these quotes will make you more important for your company. They will ultimately make you a better leader or become a company leader.

• Be inquisitive. Question everything. Learn. Most great changes are preceded by “what if,” “why not,” “I wonder,” “let’s try,” etc. With technology today, what is the chance that something that has worked for the last 20 years is still the best way of doing something? 

Question everything that has been in place in your company for a while. Chances are, some things can be improved. Perhaps something that did not work 20 years ago might work today? Think it through again! The ability to question those things you are certain about is a unique attribute.

• Build your network. Continue to be inquisitive with those outside your company. I have known people who were unwilling to ask others for guidance. I never understood it and usually attributed it to a lack of confidence or fear of looking stupid. Our industry is full of others more than happy to help make you better. 

You do not have to be a CEO or vice president to ask the CEO or vice president of a company in another market how to contact the receiving desk, shipping desk, accounting department, etc. I have always found people willing to share! I credit much of my success with the willingness of others whom I wanted to emulate to share with me. 

While most will share their successes, many will even share their failures. Learn from others’ mistakes; it is much better than making them yourselves.

• Stay educated. Education is the passive form of inquisitiveness. Continually read trade journals such as The Wholesaler. Read anything you can about other forms of distribution, e.g., electrical, hardware, etc. Often, the problems are the same, and the solutions are universal. 

Most of all, benchmark. Like many industries, the plumbing industry has the Operating Performance Report to compare financial benchmarks against your company’s performance across many facets of the business. Quite often, opportunities for improvement will jump off the page for you. 

Avoid the temptation to tackle them all at once. Pick the greatest opportunity, explore it and drive change for all it is worth!

• Encourage curiosity. Such encouragement is a key role as a developer of others. As a leader, you can have a real impact on your direct reports and, quite likely, those around you. You should not only encourage questioning, but also experimenting. Recognize that no one will die; expect failure, don’t punish it. 

Encourage another try. Celebrate success. Those you encourage to experiment and find better, more efficient, customer-friendly ways will become tomorrow’s company leaders.

Inquisitiveness leads to change! A leader’s role is to create a culture where change is expected and welcome. Change is a natural byproduct of inquisitiveness. It is what happens when new information collides with the status quo. As a leader, be willing to change. 

At Wiseway, we do not change for the sake of change, but I think our team is used to change and open-minded when trying new and potentially better ways in the name of better customer service or greater efficiency. Wiseway was the first in our area to provide electronic proof-of-delivery signatures on daily sales and photos of deliveries we made to aid in proof-of-delivery.

You can never ask too many questions or learn too much. Education and challenging the status quo yields progress. Leadership brings it together, develops tomorrow’s leaders and secures the company’s future. 

John Cain is Wiseway Supply’s CEO emeritus and strategic advisor. Since 1972, Wiseway Supply has been dedicated to providing its customers with the most knowledgeable product expertise and accommodating customer service.