Turning Generational Differences Into Strengths in Your Restoration Business

Marcie Richardson
Marcie Richardson, COO Guarantee Restoration Services
on Tue, 08/26/2025
Turning Generational Differences Into Strengths in Your Restoration Business

The restoration industry is fast-paced, high-stress, and deeply personal, requiring effective teams that can respond quickly and empathetically during a customer’s worst moments. As the workforce in restoration becomes more generationally diverse—with Baby Boomers, Gen X, Millennials, and now Gen Z working side-by-side—these differences can feel like a source of tension. But what if, instead, we could turn these differences into assets that strengthen your business?

A recent Psychology Today article, “Turning Generational Differences Into Assets” (May 2025) highlights that instead of focusing on stereotypes (“Gen Z is too sensitive,” “Boomers won’t adapt”), leaders should emphasize the strengths each generation brings to the table. This approach aligns perfectly with the restoration industry’s need for adaptable, resilient, and innovative teams.

Source: Psychology Today. (2025, May). Turning Generational Differences Into Assets. Retrieved from Psychology Today

Why It Matters for Restoration Contractors

In the restoration industry, generational diversity can look like:

  • Boomers and Gen X are bringing deep technical knowledge, long-term vendor relationships, and steady leadership during complex CAT events.
     
  • Millennials are leveraging technology, project management systems, and innovative customer communication tools to increase efficiency and transparency.
     
  • Gen Z is using their comfort with social media and mobile tech to improve documentation, real-time reporting, and customer engagement.

Rather than viewing generational differences as barriers, contractors can embrace them as complementary skill sets that can improve emergency response, customer service, and operational efficiency.

Strategies You Can Apply Now

Here are three actionable ways restoration leaders can harness generational strengths in their teams:

  • Cross-Training: Pair experienced techs with younger staff to share practical restoration know-how while learning new software or drone documentation methods.
  • Technology Adoption: Let tech-savvy team members lead brief trainings on tools like magicplan, Matterport, or Xactimate features to upskill the whole team.
  • Communication Clarity: Create clear SOPs and workflows that accommodate different learning styles (visual guides, checklists, quick videos), reducing friction between team members during high-pressure projects.

Let’s Be Honest—Friction Happens

While it’s great to highlight the strengths each generation brings to the table, we can’t pretend the differences don’t cause tension. If you’ve ever had a project slow down because one team member was waiting on a phone call while the other was waiting for a text, you know exactly what we mean.

Generational friction is real. It shows up in small, frustrating ways:

  • Communication style mismatches: Boomers and Gen X may prefer direct conversations or calls, while Millennials and Gen Z lean into texts, DMs, or emails. This can lead to missed info or feelings of being ignored.
  • Tool resistance: Younger team members might get frustrated when veteran techs won’t try a new app, while seasoned pros may feel overwhelmed or undervalued when their tried-and-true methods are replaced without enough context.
  • Digital miscommunication: A quick Slack message meant to save time can come off as abrupt or disrespectful, especially across generational lines where tone interpretation varies wildly.

Ignoring these friction points doesn’t make them go away—it just lets them fester and slow down progress. The key isn’t to avoid these differences, but to name them, talk about them, and train through them. When teams understand why someone communicates or works a certain way, empathy goes up, and frustration goes down.

The good news? These aren’t dealbreakers. With a little patience and proactive leadership, these moments of friction can actually become opportunities for deeper team cohesion. It just takes a willingness to call it out and work through it together.

The Bottom Line

Disasters don’t discriminate, and restoration contractors can’t afford to leave talent on the table. By embracing generational diversity, restoration companies can build stronger teams, improve customer outcomes, and position themselves for sustainable growth in a competitive industry.

Want to learn more about building high-performing restoration teams? Stay tuned for upcoming RIA webinars on leadership, workforce management, and leveraging technology across generations.