Standardizing something as basic as plumbing fixtures can save hours of labor per incident. But the moment one "value buy" sneaks in, the entire system fractures. Suddenly techs have to identify the brand, inventory doesn't match, parts aren't stocked, and repairs double or triple in time.

John started with a story about being a high school safety shouting play calls at linebackers twice his size. Then about being assigned the worst-performing platoon in his first Army role. Then about being handed broken teams inside billion-dollar companies.

Reshma's answer is refreshingly honest: Tools don’t solve problems. People do especially when equipped with the right processes and supported by the right technology. AI won’t fix broken workflows. Automation won’t fix bad decisions. Software won’t fix cultural inertia.

Dave's core message was simple: Sales isn't about being charming. People don't buy charm—they buy change.