Adapting HVAC for the Next Generation: Insights for a Shifting Industry

Encompass’s Scott Pierson and HVAC Know It All’s Gary McCreadie explore the intersection of workforce, technology, and ethics in HVAC

Written by Alec Stevanovski, from HomePros. This story was written in partnership with Encompass — by Scott Pierson

The HVAC industry is undergoing a generational and technological transformation. As seasoned professionals retire and digital natives enter the workforce, the way we train, operate, and serve customers must evolve.

In a recent conversation with Gary McCreadie — technician, educator, and founder of the “HVAC Know It All” brand — we explored the intersection of workforce development, technology, and business ethics. The takeaways are clear: The future belongs to those who can adapt with integrity.

Bridging the Generational Divide

The skilled labor shortage isn’t new, but its root causes are shifting. Gary points out that traditional training methods — often rigid and hierarchical — don’t resonate with today’s younger workforce. “Yelling doesn’t work anymore,” he says. “You have to lead with empathy and mentorship.”

Younger technicians value mental health, collaboration, and digital fluency. They’re used to solving problems with chatbots and YouTube, not manuals and memorization. That’s not a weakness — it’s an opportunity. Contractors who modernize their training culture and embrace peer learning will be better positioned to attract and retain talent.

Technology: Efficiency vs. Expertise

Digital tools are reshaping the HVAC landscape. From QR code-based parts ordering to AI-driven diagnostics, the supply chain is becoming faster and more automated. As noted in our discussion, the Amazon model is coming to HVAC — technicians will soon expect to scan, order, and receive parts without ever stepping into a distributor’s office.

But Gary offers a cautionary note: “Technology can make us faster, but it can also make us forget how to think.” Like GPS, it’s great until it fails. The challenge is to balance efficiency with foundational skill development. We must ensure that the next generation knows not just what to do, but why it works.

From Sales Pressure to Solution Focus

One of the more concerning trends is the shift toward aggressive sales tactics, particularly in residential HVAC. Gary attributes this to private equity influence and a growing emphasis on revenue over relationships. “We’re training techs to sell, not to solve,” he warns.

The antidote? Ethical service rooted in diagnostics. When technicians use tools to identify real issues and offer genuine solutions, they build trust — and long-term customer loyalty. In a market flooded with options, integrity is a competitive advantage.

The Informed Consumer: Friend or Foe?

Today’s customers are more educated than ever. They’ve read the reviews, watched the videos, and compared the brands — before you even arrive. This can lead to better conversations, but also more pushback.

Gary emphasizes the importance of technical rigor. “You can’t size a system by rule of thumb anymore,” he says, recalling his own experience with an oversized unit that led to comfort issues. Proper load calculations and building science aren’t optional — they’re essential.

Business Tools for the Modern Contractor

Running a business today requires more than a wrench and a truck. CRM platforms like Jobber and ServiceTitan are helping contractors streamline operations, automate follow-ups, and enhance the customer experience.

Gary also highlights tools like XOi, which enable real-time support between senior and junior techs. This kind of knowledge sharing not only improves service quality — it builds a culture of continuous learning.

Private Equity and the Future of HVAC

The influx of private equity is changing the game. Consolidation is accelerating, and new models like equipment rental programs are gaining traction. While these can offer affordability, they also risk shifting the focus from service to sales.

Gary’s advice? Stay grounded. “Don’t lose sight of what matters — correct sizing, ethical practices, and technical excellence.” These are the pillars that will sustain your business, no matter who owns the competition.

Conclusion: Adaptation with Integrity

The HVAC industry is at a crossroads. The companies that thrive will be those that embrace change without compromising their values. That means:

• Modernizing training to meet the needs of a new generation

• Leveraging technology without losing core skills

• Prioritizing ethics over short-term gains

• Educating customers with clarity and confidence

As Gary and I discussed, the future isn’t about choosing between tradition and innovation — it’s about integrating both to deliver lasting value. The next generation is watching. Let’s give them something worth inheriting.

Listen to the full conversation: Apple, Spotify

Scott Pierson is a vice president for Encompass Supply Chain Solutions, an affiliate of Parts Town and a company currently revolutionizing how the HVAC industry accesses repair parts. 

Pierson has more than 20 years of senior management experience, including over a decade of leading strategic development and plan execution at national HVAC wholesalers, original equipment manufacturers, and trades-focused technology developers.