The Next Generation Behind the Counter

For those of you who see my name and think, “Hey, that sounds familiar!” you’ve likely seen many of my stories here on Supply House Times before, but not in the “Letter From the Editor” section. I’ve been working with Supply House Times and Plumbing & Mechanical for just over a year now, and it’s certainly difficult to step into the shoes of Natalie Forster! However, I believe that my role with Supply House Times and Plumbing & Mechanical has given me a unique vantage point across the industry. On one side, I hear from contractors in the field. On the other, I’m spending time understanding the challenges and opportunities facing distributors.

One theme that I’ve noticed that keeps surfacing in both conversations: people. More specifically, the next generation of them.

Walk into a supply house today, and you can often see the shift happening in real time. The industry has long been built on experience; on the kind of knowledge that comes from years behind the counter and strong relationships with customers. But, as many seasoned professionals begin to step away, there's a growing urgency to ensure that their highly-valued knowledge doesn’t leave with them.

From the contractor side, I often hear how much they rely on the expertise at the counter. Not just for product availability, but for guidance, problem-solving and getting the job done right the first time. That trust is built over time, and it is something that truly can’t be replaced overnight.

At the same time, a new generation is stepping in. They bring a different set of strengths: they are comfortable with technology, quick to adapt, and very eager to grow. But, they also expect more structure when it comes to training, clearer career paths and a workplace culture that supports their development.

That creates both a challenge and an opportunity for distributors.

The traditional model of learning through time and experience is still valuable, but it is no longer enough on its own. More companies are taking a proactive approach, formalizing training, building mentorship programs, and creating intentional ways to pass down not just product knowledge, but the judgment and customer insight that define great service.

Culture is evolving as well. Retaining talent today is about more than compensation. It is about creating an environment where employees feel invested, where they understand their role in the bigger picture, and where they can see a future for themselves in the industry.

What stands out to me, looking at both sides of the channel, is how connected this all is. Contractors, distributors, manufacturers ... everyone depends on strong, knowledgeable people to keep the industry moving forward.

The generational shift happening now is not something to resist; it’s something to engage with. The distributors who lean into it, who find ways to capture the experience of the past while investing in the people coming up behind it, will be the ones who continue to stand out.

Because at the end of the day, no matter how much the industry evolves, the value of a great supply house still comes down to the people behind the counter!