Insights, Innovation, and Industry Connections at the 2025 NCSG Convention

Communication Across Generations with Phil Gwoke

Understanding How Each Generation Communicates
Phil Gwoke opened the convention with an insightful and dynamic keynote titled “Communication Across Generations,” diving deep into the unique communication styles shaped by each generation’s upbringing and technological environment. Baby Boomers, for example, developed their communication habits during an era when landlines were the norm. This created a culture that values strong personal connections and relationship-based interactions, where communication often centered on trust and face-to-face conversations.

Generation X, by contrast, came of age during the rise of pagers and voicemails—technologies that necessitated brevity and efficiency. Their communication style reflects that need for conciseness, as well as a more skeptical, independent mindset shaped by their formative years. Millennials, having grown up in an age of digital access and direct communication tools, tend to favor authenticity and informality in how they speak and connect with others. This often causes friction with Gen X, who may perceive this style as overly casual or lacking professionalism.

Gen Z represents an entirely new communication frontier. Raised in a world where much of their interaction happens via text and digital platforms, their communication is driven by unwritten rules and rapid-fire exchanges. This often results in generational misunderstandings, as other age groups struggle to interpret tone, intention, and nuance in a Gen Z message. Gwoke emphasized that recognizing these differences is essential to building stronger teams, better workplace culture, and more effective customer relationships.

Recruiting and Retaining Talent Across Generations
Another powerful segment of Gwoke’s keynote was titled “Top Hats to Hard Hats,” which focused on how generational values influence workforce development, recruitment, and retention strategies. He explained that Baby Boomers, despite nearing retirement age, continue to contribute actively in the workforce and are even starting new businesses. With an increased focus on wellness and purpose, many Boomers are seeking roles where their experience and leadership can make a meaningful impact.

Generation X, however, has experienced a very different trajectory. As the first generation predicted to do financially worse than their parents, Gen X grew up in a more cynical environment. With societal influences like the rise of divorce, media realism, and early exposure to world dangers, they have become independent, skeptical, and highly efficient with their time. To engage Gen X employees, companies need to offer autonomy, opportunities for ownership, and honest, unfiltered communication.

Millennials, often referred to as the “upgrade generation,” are driven by constant progress and development. Having lived through rapid technological evolution—from dial-up internet to smartphones—Millennials are accustomed to change and are always looking for ways to move forward. They tend to stay in roles for 12 to 24 months and are heavily motivated by purpose, culture, peer feedback, and leadership opportunities. To attract this generation, businesses must demonstrate a strong mission, promote internal growth, and create a workplace where meaningful experiences matter more than material perks.

Gen Z, meanwhile, is entering the workforce with a unique set of expectations. Their formative years were marked by global disruption, especially the COVID-19 pandemic. While they are instinctively fluent in technology, they crave human connection and clear structure in their careers. This generation is risk-averse yet ambitious. They respond well to direct coaching, clear communication, and transparent career paths with measurable steps. Companies hoping to attract Gen Z must emphasize job security, mentorship opportunities, and a collaborative culture that values input and learning.

Generational Customer Service Strategies
Phil concluded his keynote with a valuable look at how generational perspectives influence customer service expectations. Baby Boomers tend to associate professionalism with certification and experience. For this group, it’s important to demonstrate authority and reliability through credentials and long-standing expertise. Gen X customers, on the other hand, prefer transparency, speed, and honesty. They don’t want a sales pitch—they want a trusted resource who can clearly explain solutions, outline potential problems, and be upfront about what to expect.

Millennials, continuing their theme of personalization, value customer experiences that are tailored to their individual needs. They want to understand the "why" behind every service and decision before hearing the "how." Businesses hoping to connect with Millennial customers must take the time to explain the reasoning and benefits behind what they offer, then customize the delivery to fit the customer’s lifestyle.

For Gen Z customers, communication must start with education. This group cannot be expected to inherently understand the importance of a service or product—they want to be shown why it matters. Companies must demonstrate expertise clearly and back it up with social proof, such as reviews and testimonials. Gen Z customers are savvy and discerning, but with the right approach, they can become highly loyal advocates for a brand.

A Technical Deep Dive On Ceramic Coatings with Jay Endre

A Brief History of Ceramic Coatings in the U.S.
Jay Endre’s class was a standout session for chimney professionals interested in expanding their repair offerings. He began by outlining the evolution of ceramic coatings in the United States, tracing how this solution has grown from a niche product into a trusted repair method used by many sweeps today.

Enhancing Application with a Vibration Motor
One of the key technical takeaways from Jay’s session was the use of a vibration motor during ceramic coating application. This method helps ensure a more even and consistent distribution, improving bonding strength and enhancing the durability of the coating within the flue. Jay made the point more salient by giving attendees a physical demonstration of the vibration motor in action. Throughout the physical demonstration, Jay showed attendees the vibrating motor in action within a custom foam applicator.

Practical Use Cases for Ceramic Coatings
Jay provided a wide range of real-world scenarios where ceramic coatings can be applied successfully. These included resurfacing aging or deteriorating flue tiles, sealing small cracks, or preparing a flue for liner installation. Attendees appreciated the flexibility and adaptability of coatings in both preventive maintenance and reactive repair situations.

Pros and Cons of Using Ceramic Coating Systems
Jay wrapped up the class with a balanced look at the advantages and limitations of ceramic coating systems. On the plus side, coatings offer safety, cost-effective repair solutions, and compatibility with many chimney structures. However, he cautioned that in severely damaged systems, coatings may not be the ideal solution, and proper training is essential to ensure optimal application and performance. If you are interested in getting hands-on lessons on how apply ceramic coatings in the field, check out our page on training

New Products, Great Conversations, and a Lucky Winner

Connecting with Chimney Professionals Across the Country
The New England Chimney Supply booth was buzzing with activity throughout the convention. We loved meeting sweeps from all corners of the country and learning more about the unique challenges and successes of their businesses. It was a great opportunity to exchange ideas and talk shop with fellow professionals.

Launching Our New England Firepits
A major highlight of the booth was the soft launch of our new product line, New England Firepits. Made from rugged 12-gauge stainless steel and offering fully customizable designs, these firepits are built to stand out—both in durability and style. The response was overwhelmingly positive, and we’re excited to officially introduce these to the market.

Firepit Raffle Winner Announcement
As part of the launch celebration, we hosted a raffle at our booth and after over 150 entries, Phil Perino of Naperville Chimney Services was selected as the winner of a brand-new New England Firepit!

Second-Chance Raffle Opportunity
If you missed your chance at the raffle during the show, don’t worry—we’re offering a second-chance opportunity. Just leave us a review at the link below, and you’ll be entered for another shot at winning leave a review and enter the raffle.

See You at the HPBA Expo in New Orleans
Couldn’t make it to the NCSG Convention this year? You’ll have another chance to connect with us at the HPBA Expo in New Orleans, March 26–29. Stop by our booth—we’d love to see you there!