What qualities must utility leaders have to guide transformation of their organizations? One of them is willingness to listen to team members in the field, says Susan Story, president and CEO of American Water.“People on the front lines know more about this business than anybody else,” she said. “When they tell us something is broken, we had better listen to them and do something about it.”Story made her remarks during a panel discussion Monday at WEFTEC, “The Impact of Leadership: Culture, Communication and Community in Great Water Cities." Moderated by David St. Pierre, executive director of the Metropolitan Water Reclamation
