Passing the Torch: Why the Skilled Trades Must Build a Culture That Protects Technician Wisdom
This episode of Straight Outta Crumpton examines the workforce crisis in the skilled trades, focusing on HVAC. Host Greg Crumpton and guest Brad Glenn, Service Manager at Piedmont Service Group, discuss how to recruit and retain technicians across five generations while preserving critical hands-on knowledge before veteran workers retire. They explore culture-building strategies, generational communication differences, and the urgent need for structured knowledge transfer.
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Key takeaways
The skilled trades face a demographic cliff as retirements far outpace new entrants, threatening critical infrastructure stability.
Managing a five-generation workforce requires tailored communication styles, strong culture investment, and work-life balance emphasis.
Preserving 'tribal knowledge' through mentorship and apprenticeship programs is critical before experienced technicians exit the industry.
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The skilled trades are facing a demographic cliff. The reality is that far fewer people are entering the trades than leaving, creating a widening gap that threatens the stability of critical infrastructure across the U.S. At the same time, younger generations are bringing different expectations around work-life balance, culture, and purpose. As a result, service leaders are rethinking what it means to manage technicians—not just as employees, but as people and families depending on the trade for a livelihood.
So how do you recruit, retain, and grow the next generation of HVAC talent in an industry at a crossroads?
On this episode of Straight Outta Crumpton, host Greg Crumpton sits down with Brad Glenn, Service Manager at Piedmont Service Group, to explore the human side of HVAC leadership. Together, they dive into building culture, balancing generational shifts in the workforce, and passing down technical knowledge that can’t be Googled.
Highlights from the conversation…
Culture as strategy: Why Piedmont invests in chaplains, culture coaches, and benefits to keep employees supported both inside and outside of work.
Generational differences: How managing five generations in the workforce requires different communication styles and an emphasis on work-life balance.
Knowledge transfer: The urgent need to pass along hands-on skills and “tribal knowledge” before veteran technicians retire.
Brad Glenn is a seasoned HVAC professional with nearly three decades of experience spanning service, installation, troubleshooting, and project management. He has successfully grown service departments, including building one team from two technicians to more than ten, and has held leadership roles at Comfort Systems USA, AC Corporation, and now Piedmont Service Group. Known for empowering technicians and fostering strong service culture, Glenn combines deep technical expertise with proven management and team-building skills.
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