Straight Outta Crumpton

For the first time in history, workplaces now span five generations, forcing leaders to rethink long-standing assumptions about motivation, communication, and career growth. As Gen Z enters the workforce, they bring expectations shaped by a desire for meaningful work, clear development paths, and work-life balance—rather than traditional, one-size-fits-all career ladders. In an era marked by labor shortages and widening skills gaps, particularly in the trades, leaders who fail to clearly articulate direction, purpose, and opportunity risk losing talent before it ever fully engages.So, how do leaders motivate, align, and retain people who want more than “because I said so”? And what does effective leadership actually look like when titles matter less than trust?These questions are at the heart of the latest episode of Straight Outta Crumpton, hosted by Greg Crumpton, featuring keynote speaker, author, and leadership strategist Stan Phelps. Together, they explore how communication, self-advocacy, and purpose-driven leadership can bridge generational divides and unlock potential—especially in environments where traditional management models fall short.Top insights from the talk…Why clear communication isn’t complete until others can repeat—and act on—the message in their own words.How Gen Z’s emphasis on purpose over pay is reshaping leadership expectations.Why “warmth” (intent) matters even more than competence when building trust and influence.Stan Phelps is a globally recognized keynote speaker, workshop facilitator, and author who helps organizations drive loyalty, growth, and word-of-mouth through customer and employee experience, differentiation, and purpose-driven strategy. A Certified Speaking Professional, former IBM Futurist, and Forbes contributor, he has delivered keynotes and workshops in 24 countries for Fortune 100 brands including IBM, Disney, UPS, Microsoft, and Target. Drawing on 5,000+ case studies and his Goldfish methodology, Stan equips leaders across Sales, Marketing, HR, and Operations with practical, action-oriented ideas that deliver measurable business results.

With the rapid rise of AI workloads, data centers are being built with higher power density, stricter reliability expectations, and cooling technologies that are evolving faster than most teams can adapt. As a result, these facilities aren’t just getting bigger—they’re becoming harder to operate, harder to staff, and far less forgiving when something goes wrong. Global electricity demand from data centers is projected to reach approximately 945 terawatt-hours by 2030, driven by sustained annual growth of around 15% through the end of the decade. Yet industry research shows data center workforce development is failing to keep pace, leaving operators short on experienced talent just as systems grow more complex. between rapid infrastructure expansion and the discipline and training required to support it—has become one of the industry’s most pressing risks.So as direct liquid cooling moves from “future” to “field reality,” do we have the commissioning rigor—and the trained technicians—to keep these sites safe, consistent, and online?That’s the core theme in this episode of Straight Outta Crumpton, hosted by Greg Crumpton, featuring Jay Kallsen, Commissioning and Customer Manager at Impact Cx and co-founder of Method Xperts. Together, they unpack what commissioning really means, why the next wave of data center growth is fundamentally a people-and-process problem, and how standardized training could unlock faster, safer adoption of liquid cooling at scale.What you'll learn...Commissioning vs. “it turns on”: Jay explains commissioning as verifying that equipment and systems operate as designed—not merely at startup, but across real-world sequences, tolerances, and failover conditions that operations will depend on.Why “pathways” beat pep talks: Both emphasize that people aren’t afraid of hard work—they’re afraid of dead-end work. Creating visible pathways (training, mentoring, on-ramps) is the backbone of effective data center workforce development, especially as systems become more complex.Liquid cooling needs a common foundation: Jay argues that the industry lacks a shared baseline for what a “liquid cooling technician” even is. The opportunity is to build foundational knowledge first, then train the OEM-specific nuances—so field service can scale without silos.Jay Kallsen is a mission-critical infrastructure professional with deep experience across data center operations, commissioning, and liquid cooling, beginning his career as a union electrician (IBEW Local 22) and advancing through hands-on roles at CBRE, Schneider Electric, and Google. At Google and later hyperscale and colocation operators, he led and supported mega-data center commissioning, cooling retrofits, direct liquid cooling pilots, and portfolio-level operational standardization, bridging construction, commissioning, and live operations. Today, as Commissioning and Customer Manager at Impact Cx and co-founder of Method Xperts, he focuses on workforce training, curriculum development, and liquid-cooling enablement, translating real-world operational knowledge into scalable industry solutions.

Skilled trades are facing accelerating retirements, rising customer expectations, and rapid advances in AI—putting the field service industry at a critical inflection point. Industry estimates suggest millions of frontline roles could go unfilled over the next decade, even as technology promises to automate more tasks than ever before. The stakes are high: decisions made now will determine whether organizations future-proof their workforce or permanently lose hard-won field knowledge.So, how can leaders in service-based industries adopt new technology without losing the human expertise, relationships, and culture that make service work?That’s the focus of the latest episode of Straight Outta Crumpton, hosted by Greg Crumpton, featuring Sarah Nicastro, Founder and Editor in Chief of Future of Field Service. Together, they explore the intersection of leadership, frontline work, technology, and communication—digging into what it truly takes to build resilient service organizations in a time of massive change.What you’ll learn…Why peer groups, storytelling, and shared learning are essential to combating isolation in the skilled trades.How AI can support (but never replace) frontline expertise, mentorship, and human judgment.The leadership and communication shifts required to attract, retain, and develop the next generation of field service professionals.Sarah Nicastro is the Founder and Editor in Chief of Future of Field Service, a global thought-leadership platform dedicated to service-based businesses. She is also the Principal Evangelist at IFS, a leading provider of service management, enterprise asset management, and industrial AI solutions. A recognized industry voice, Sarah was named one of HDI’s Top 25 Thought Leaders of 2025. With a background in business publishing and an MBA, she is known for connecting leaders across industries, amplifying frontline perspectives, and championing people-first approaches to innovation.

The skilled trades are undergoing a shift as experienced workers retire faster than new talent enters the field. According to the U.S. Bureau of Labor Statistics, demand for HVAC technicians is projected to grow 8% by 2034. That’s much faster than average — and shows the urgency of attracting and keeping new talent. While technology continues to improve HVAC efficiency, the industry’s real strength still lies with its people. To truly build a sustainable future, industry leaders emphasize a people-first approach that values mentorship, technical mastery, and human connection.So, how do leaders in the trades build strong teams in an era of change? And what does it take to mentor the next generation of technicians?This episode of Straight Outta Crumpton, hosted by Greg Crumpton, dives into that very question with Seamus Wharry, President of Art Blake Refrigeration in the Greater Toronto Area. Seamus shares his journey from apprentice to business owner, reflecting on how mentorship and compassion laid the foundation for his company’s success. He also explores how technology can support — rather than replace — human connection in the trades.Key Takeaways from the Conversation…Leadership from the Ground Up: Seamus began his career as an apprentice at Art Blake Refrigeration before taking ownership. His story shows how hands-on experience and humility form the backbone of great leadership.The People Factor: Seamus underscores the importance of technical excellence and continuous learning, but both he and Greg agree that HVAC is ultimately a people business built on empathy, communication, and mentorship.Preparing for the Future: They also explore how small, values-driven companies can use innovations like remote monitoring and smarter service models to improve efficiency while maintaining a people-first focus.Seamus Wharry is the President of ABR, a commercial and industrial HVAC company serving the Greater Toronto Area. With more than 26 years in the industry, he began as an apprentice and became a licensed refrigeration mechanic before taking over the business. Seamus is deeply committed to mentorship, leadership development, and creating a people-first company culture grounded in integrity and care.

The skilled trades are facing a turning point. With a rapidly retiring workforce and an ever-growing demand for infrastructure, HVAC, and electrical expertise, the U.S. is experiencing a talent gap that’s becoming impossible to ignore. Looking ahead to 2026, industry analysts anticipate the construction sector will need to recruit nearly half a million new workers, driven by renewed investment and a likely boost in activity as borrowing costs ease. As technology accelerates and documentation standards tighten, the trades industry is realizing that digital tools aren’t optional—they’re essential.How do we attract, train, and retain the next generation of skilled workers while keeping pace with modern expectations? How can digital transformation and workforce culture work hand in hand to build sustainable careers and resilient companies?In this episode of Straight Outta Crumpton, host Greg Crumpton sits down with Austin Bass, president of JoinTheTrades.com and OJT Logbook, to discuss how technology, accountability, and innovation are reshaping the skilled trades. Together, they explore how employers can bridge the generational divide, streamline training, and foster a sense of purpose and professionalism in a field that remains the backbone of America’s infrastructure.What you’ll learn…From SWAT to Skilled Trades: Austin shares his unlikely journey from U.S. Army Ranger and FBI Special Agent to trades-tech entrepreneur—and how lessons from federal service inspired his approach to training and documentation in the private sector.Digital Accountability: Why documentation and verification of training are no longer optional in a modern workforce, and how tools like OJT Logbook help employers stay audit-ready while empowering employees to own their professional growth.Recruitment Reinvented: How JoinTheTrades.com is connecting eager job seekers to apprenticeship and hands-on careers in a “24/7 online job fair” format, bridging the gap between tech-savvy youth and employers desperate for talent.Austin Bass is the president of OJT Logbook and JoinTheTrades.com, two digital platforms transforming how the skilled trades hire, train, and develop talent. A former U.S. Army Ranger Instructor, Secret Service agent, and FBI Special Agent, he brings deep experience in leadership, operations, and team development to solving America’s skilled labor shortage. Today, he focuses on equipping employers with smarter training tools and connecting job seekers to meaningful trade careers that keep essential industries thriving.

The data center industry is being redefined by AI’s demand for faster, denser, and more scalable infrastructure. According to McKinsey, average rack power densities have more than doubled in just two years. It went from approximately 8 kW to 17 kW, and is expected to hit 30 kW by 2027. Global data center power demand is projected to triple by 2030, reaching 170–220 gigawatts. This rapid growth is forcing a redesign of traditional infrastructure, placing unprecedented strain on utilities, manufacturers, and the skilled labor pipeline.Can infrastructure and workforce capacity scale quickly enough to meet AI’s surging data center demands without breaking the system?On Straight Outta Crumpton, host Greg Crumpton welcomes Matt Caldwell, Director of AI/Cloud Data Centers at Hyper Solutions, for a candid conversation about the pressures shaping the modern data center ecosystem. They discuss how AI workloads are upending long-established design norms, why modular manufacturing may offer a more resilient solution, and how labor shortages threaten to slow the entire market. Caldwell also shares how Hyper’s unique digital-first model enables scalable, repeatable quality across a distributed manufacturing network.Key Highlights:Density Rewrites the Rulebook: Traditional data centers were designed around ~4 kW racks; today's AI applications require vastly more, prompting major shifts in cooling, power, and facility planning.Hyper’s Scalable Manufacturing Model: Hyper Solutions produces PDUs, RPPs, and switchboards through a network of nine UL-listed satellite facilities, all driven by a unified digital process that ensures consistency and real-time visibility.Workforce Urgency: Caldwell underscores a critical labor gap, urging the industry to recruit earlier, targeting high school and even middle school students to meet the rising demand for trades and technical expertise in construction and operations.Matt Caldwell is a seasoned data center executive with over 20 years of experience supporting hyperscale and colocation clients across AI and cloud infrastructure. He has led global account strategy and mission-critical operations at industry leaders including Schneider Electric, Siemens, Trane, and Albireo Energy. Caldwell specializes in scalable design, modular power systems, and digital-first infrastructure delivery and now serves as the Director of AI/Cloud Data Centers at Hyper Solutions.

Every year, an estimated 17,000 Americans suffer spinal cord injuries, many of which permanently alter the course of their lives.. For former collegiate rugby player Rob Paylor, a devastating injury left him paralyzed from the shoulders down. Doctors told him he would never walk or move his hands again. But instead of accepting that fate, Paylor chose a different path—one built on perseverance, faith, and a mindset grounded in resilience and purpose.So, how do you rebuild a life after being told you’ll never move again and use that journey to help others overcome what paralyzes them?In this episode of Straight Outta Crumpton, host Greg Crumpton sits down with Rob Paylor, former athlete and now author of Paralyzed to Powerful: Lessons from a Quadriplegic's Journey, for a wide-ranging conversation on overcoming adversity, building purpose through pain, and transforming trauma into impact. From rehab setbacks to standing ovations at Intel, Paylor reflects on what it means to move forward—physically, emotionally, and spiritually, and why mindset is the starting point for any lasting recovery.Key Highlights:Redefining Paralysis: Paylor opens his book not with his own story, but with a challenge to the reader: What paralyzes you? He reframes paralysis as fear, stress, or emotional blocks, not just physical injury.Forgiveness Over Rage: Despite never receiving an apology from the player who injured him, Paylor explains why forgiveness was the hardest—but most necessary—mental battle of all.Faith in Action: Paylor shares how faith helped him move from despair to purpose, and how he now uses his story to help others navigate their own defining challenges.Rob Paylor is a former rugby player for UC Berkeley whose spinal cord injury abruptly changed his life during a collegiate championship match. He defied expectations by learning to walk again and has since become a sought-after keynote speaker and author. Paylor holds a degree from the Haas School of Business and has spoken for audiences at TEDx, Intel, and across the country, offering hard-won lessons on resilience, mindset, and hope.

As HVAC systems evolve and health concerns take center stage, the industry is being forced to reckon with more than just performance specs. A growing threat from resilient biofilms, coupled with widespread misinformation about chemical cleaners like bleach, is pushing technicians and manufacturers to reexamine how they approach safety and maintenance. Reports have emerged from Florida of HVAC systems experiencing clogging issues caused by microbial buildup, underscoring the urgent need for improved education and reform in chemical maintenance practices.So, how can HVAC professionals protect both themselves and their customers from invisible threats that aren’t found in a user manual?On this episode of Straight Outta Crumpton, host Greg Crumpton is joined by Fallon Dyle, a forensic chemist turned HVAC consultant and educator, to discuss safety, misinformation, and why bleach may be one of the most dangerous tools in a technician’s truck. Together, they unpack the science behind harmful microbial growth, regulatory blind spots in chemical labeling, and how a passion for helping people is driving Fallon’s new mission in the trades.Key takeaways from the episode…Biofilm Crisis in HVAC: Fallon explains how modern systems, especially those built with aluminum coils, are vulnerable to persistent, antibiotic-resistant biofilms that can clog systems within weeks and evade standard chemical treatments.The Bleach Myth: Bleach, a staple in many technician toolkits, not only corrodes aluminum coils but also poses serious health risks. Fallon breaks down why it’s ineffective against biofilms and dangerous to both systems and humans.Rethinking Safety Education: Fallon advocates for deeper technician education, including how to read and understand Safety Data Sheets (SDS).Fallon Dyle is a Research and Product Development Chemist with over a decade of experience in chemical manufacturing, quality assurance, and analytical chemistry. She has led R&D and project management efforts at Highside Chemicals, specializing in sustainable chemical solutions that meet industry standards while reducing environmental impact. With a strong focus on safety education and transparent manufacturing practices, Fallon bridges the gap between science and the trades to empower informed, sustainable decision-making.

Work feels different today. Conversations about AI, hybrid schedules, shifting career paths, and talent shortages aren’t just industry headlines—they’re shaping everyday decisions for workers and employers alike. As people rethink what they want from their careers and companies rethink what they need from their teams, one theme keeps rising to the surface: the skills that separate good from great have less to do with tools and more to do with how humans show up. According to the World Economic Forum’s Future of Jobs analysis, employers are increasingly prioritizing human-centered capabilities such as creative thinking, resilience, adaptability, leadership, and the ability to collaborate effectively.How do we navigate a labor market in flux while staying rooted in human connection, communication, and service? And what does the future look like for professionals choosing between corporate paths, trade careers, and everything in between?Welcome to Straight Outta Crumpton. In the latest episode, host Greg Crumpton welcomes Ben Brandon, Executive Vice President of Client Success at AccruePartners, for a thoughtful look at how the world of work is shifting. Together, they dig into career paths, the evolving value of soft skills, the impact of AI, and what frontline roles can teach every business about customer experience.Top insights from the talk…Soft skills trump technology. Ben and Greg discuss why communication, reliability, problem-solving, and authenticity are more important than ever—especially as AI becomes more embedded in daily work.Career paths are no longer linear. From boomeranging between companies to exploring roles across industry sizes, Ben emphasizes the freedom workers now have to build careers that fit their strengths and values.The skilled trades are evolving fast. Technology and customer-experience expectations are raising the bar in frontline industries—creating strong career opportunities that don’t require a traditional four-year degree.Ben Brandon is an experienced talent strategy leader with deep expertise in staffing, recruitment, and client success across functions such as accounting and finance, IT, HR, and corporate support. Over his career at AccruePartners and Vaco, he has led high-performing teams, supported major enterprise clients, and helped scale award-winning recruiting operations built on a proprietary 15-step talent delivery system. Known for his ability to connect people and solve complex workforce challenges, he now serves as Executive Vice President of Client Success at AccruePartners, guiding end-to-end talent solutions for businesses across the Carolinas and beyond.

As careers become less linear and more purpose-driven, workers are increasingly drawn to environments that value adaptability, culture fit, and soft skills for career growth. These capabilities are proving just as critical as technical expertise, especially as AI, remote work, and flexible paths reshape the labor market. According to McKinsey, 70% of workers say their sense of purpose is defined by their job, with many seeking workplaces that align with personal values and offer room to grow.So, how can employees and leaders alike build careers and workplaces that prioritize both performance and humanity?On this episode of Straight Outta Crumpton, host Greg Crumpton speaks with Ben Brandon, Executive Vice President of Client Success at AccruePartners. They discuss Brandon’s path from public accounting to talent leadership, his return to Accrue after time away, and what that journey revealed about culture fit and career satisfaction. The conversation also covers the shifting demands of today’s workforce, the growing importance of soft skills for career growth, and how technology—including AI—is reshaping both hiring and frontline roles.Key Themes from the Episode:Career Growth Isn’t Linear: Ben discusses how leaving and returning to AccruePartners helped him rediscover the type of workplace where he thrives—entrepreneurial, nimble, and people-centric.Soft Skills Still Matter Most: In an age of automation and AI, skills like empathy, communication, and authenticity remain vital, especially in service and client-facing roles.Skilled Trades and Flexibility Are Rising: Brandon reflects on how technology and the gig economy have reshaped job access, highlighting opportunities in trades and the growing emphasis on adaptability.Ben Brandon is Executive Vice President of Client Success at AccruePartners, where he leads strategic talent solutions across accounting, finance, IT, and corporate support. With a background in public accounting at KPMG and over 15 years in recruiting and workforce development, Brandon brings deep expertise in talent strategy, client partnerships, and leadership coaching. He has held senior roles at both AccruePartners and Vaco, and is a Certified Staffing Professional (CSP) recognized for driving people-centered growth in dynamic business environments.

A rapidly changing HVAC industry is being shaped by refrigerant shortages, a deepening labor gap, and shifting expectations from homeowners. With refrigerant regulations evolving and long-trusted standards like R410A being phased out, contractors and technicians are navigating not only technical complexity, but also a growing need to rebuild trust and transparency with customers. The compressed timeline for adopting newer A2L refrigerants like R454B has created confusion and bottlenecks across supply chains, leaving many professionals scrambling for clarity and consistency.With accelerated refrigerant phase-outs, supply disruptions, and profit-driven practices reshaping the landscape, how do homeowners know who to trust—and how should technicians adapt to stay both ethical and profitable?In this episode of Straight Outta Crumpton, host Greg Crumpton is joined by Joshua Griffin, founder of the New HVAC Guide and host of HVAC Guide for Homeowners. Together, they dive into what’s really happening inside the HVAC industry—from refrigerant controversies to the ethics of commission-based sales—and explore how education, transparency, and “growth groups” can reshape the trade’s future.Homeowners vs. Sales Tactics: Griffin critiques commission-based sales models in residential HVAC, arguing that they incentivize replacements over repairs—often to the homeowner’s detriment.The R454B Controversy: Griffin and Crumpton tackle the refrigerant shortage head-on, claiming the transition to A2L refrigerants like R454B has been forced without proper planning, resulting in inflated prices and limited availability.A Call to Mentorship: The pair discusses the urgent need to pass on hands-on wisdom through growth groups and mentorship, with Griffin inviting veteran techs to contribute to his educational platform for homeowners.Joshua Griffin is a licensed Master HVAC and Plumbing professional with over a decade of hands-on experience, including founding and operating Griffin Air LLC for nearly 11 years. He is the founder of New HVAC Guide and host of the HVAC Guide for Homeowners YouTube channel, where he educates consumers on HVAC purchasing decisions and industry best practices. Currently, he also provides technical support and training for HVAC suppliers and leads marketing efforts through his firm, Larry the Bear Marketing.

The conversation around skilled trades is shifting fast. After decades of “college for all” messaging, trade school enrollment is climbing steadily, signaling a renewed respect for hands-on, high-skill careers that literally keep the world running. In commercial HVAC and mechanical service, this change is not just academic — it’s shaping the next generation of leaders who blend technical expertise with authentic people skills.So, what does it look like to build a fulfilling, upwardly mobile career in the trades — and how can leaders “send the elevator back down” to lift others up along the way?In this episode of Straight Outta Crumpton, host Greg Crumpton welcomes Travis Shoup, Service Sales Manager for Commercial Mechanical Service at Ruthrauff Service, LLC, to explore those very questions. Together, they trace Travis’ unlikely journey from driving a parts truck in 2005 to leading service sales — and the mentorship, resilience, and authenticity that defined every step of the way.Key takeaways…Every job counts when you do it well. Travis’ career path — from driver to parts manager, field technician, journeyman, and now sales leader — shows how dedication in any role can create unforeseen opportunities.Mentorship fuels the trades. Travis credits his success to mentors who “sent the elevator back down,” emphasizing that true leadership is about sharing knowledge rather than hoarding it.Authenticity builds trust. In sales and service alike, Travis believes success comes from being genuine, relating to people, and tailoring communication to their perspective — whether they’re a facility manager or a fellow technician.Travis Shoup is a seasoned HVAC professional with over 22 years of industry experience, specializing in commercial mechanical services, customer solutions, and service sales leadership. As Service Sales Manager at Ruthrauff Service, LLC, he leverages a strong technical foundation — from journeyman steamfitter certification to advanced expertise in chillers, boilers, and building automation — to drive client-focused, high-performance results. Known for his leadership and customer relationship skills, Travis is dedicated to delivering innovative, sustainable HVAC solutions that align with the evolving needs of commercial clients.

James Terry, CEO and founder of GreenTeam, discusses his company’s focus on clients and how service standards fueled its organic growth.

As America ramps up its focus on rebuilding infrastructure and domestic manufacturing, the skilled trades are finally getting their moment in the spotlight. With a national labor shortage in HVAC and related fields, companies are hungry for the next generation of technicians—and women are stepping into the space like never before. Only 2% of HVACR workers are female, but that number is beginning to rise. One young woman, Greer Gonzalez, is breaking barriers and stereotypes by trading design software for ductwork and joining the team at Carolina Chillers in Charleston, South Carolina.What motivates a 21-year-old graphic design graduate to step into one of the most physically demanding and male-dominated professions in the country?On this episode of Straight Outta Crumpton, host Greg Crumpton sits down with Greer Gonzalez to explore her journey into the skilled trades, the impact of family legacy, and the fresh perspective she brings to the service van and beyond.Main takeaways from the episode…Pride in Purpose: Greer shares the deep satisfaction that comes from a hard day’s work in HVAC, especially knowing she’s carrying forward her family’s legacy at Carolina Chillers.Learning the Ropes: Four months into her role, Greer talks about shadowing seasoned techs, exploring bigger systems like chillers, and setting her sights on leadership opportunities.Empowering the Next Generation: As one of the few women in the field, Greer offers advice for young women considering a career in the trades, emphasizing accomplishment, independence, and the importance of asking questions.Greer Gonzalez is a service technician in the Preventive Maintenance Department at Carolina Chillers. Raised on a farm and driven by a love for hands-on work, Greer holds an associate degree in graphic design but found her true calling in HVAC. A member of a multi-generational trades family, she’s forging her own path in service work—becoming the first in her family’s long tenure at Carolina Chillers to work in that department.

Artificial intelligence is rapidly transforming field service operations across skilled trades, and HVAC is no exception. AI in HVAC is reshaping how technicians access information, troubleshoot systems, and stay productive on the job. As the industry faces an ongoing labor shortage and rising equipment complexity, the need for smarter tools is urgent, especially as HVAC employment is projected to grow 9% through 2033, according to the U.S. Bureau of Labor Statistics. Many experienced technicians are nearing retirement, leaving fewer experts to mentor the next generation and increasing the demand for AI-driven training support. How can AI reduce friction for techs in the field, deliver real-time support, and preserve decades of tribal knowledge before it disappears?In this episode of Straight Outta Crumpton, host Greg Crumpton welcomes Jerry Zhang, Co-founder of Keycard, to explore how AI in HVAC can streamline information access and help HVAC teams get smarter, faster, and more connected.In this conversation, Greg and Jerry discuss:How AI can turn product manuals into real-time, voice-activated troubleshooting guides.Why high-stakes technical work demands AI that cites exact sources—no hallucinations allowed.How data from past service tickets can drive future training, routing, and performance insights.Jerry Zhang is Co-founder of Keycard, an AI platform that transforms equipment documentation into searchable, technician-ready resources. Before launching Keycard, Jerry co-founded an AI company that predicted breakout music artists, which was later acquired by Warner Music Group. He served as SVP of A&R Platforms there before entering the HVAC space. He holds a degree in engineering and brings over a decade of AI innovation experience across industries.

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.

The Dumont Group’s Dillan Dumont talks about career drive, and why utility work is the future of American infrastructure.

Construction is an industry where experience is currency. For many in the field, career paths become case studies in adaptability, strategic growth, and cross-functional expertise. With the U.S. construction market experiencing both highs and lows, the demand for leaders who understand field realities as well as business strategies remains critical to the industry’s success and growth. One such leader is Coty Fournier, whose journey took her from boots-on-the-ground field engineer to Senior Consultant. Her story illustrates the value of starting with practical experience and evolving through diverse roles.What can professionals in construction learn from a career that spans general contracting, leadership, entrepreneurship, and high-level consulting?On the latest episode of Straight Outta Crumpton, host Greg Crumpton talks with Coty Fournier, Senior Consultant at Well Built Construction Consulting, about her multi-decade career, why early field work is essential, and how she helps contractors improve profitability and operational efficiency. Their conversation delves into the importance of blending technical know-how with business acumen to drive sustainable success in construction.During the conversation, they discuss…How hands-on roles build skills and credibility that benefit every future position in construction.Why selling is more effective when rooted in listening, understanding client needs, and delivering practical solutions.How small, well-executed process improvements, especially in labor management, can significantly improve a company’s bottom line.Coty Fournier is a Senior Consultant at Well Built Construction Consulting, where she helps contractors grow their business and strengthen their bottom line. She holds a degree in Construction Management from Michigan State University and began her career with Turner Construction. Over 35 years, she has held leadership roles on both the contractor and owner sides, founded her own consulting firm, launched and sold a construction industry tech platform, and served on a corporate board. Her work now focuses on diagnostics and strategic improvement for general and trade contractors nationwide.

The HVAC industry is evolving quickly, from advanced controls to new refrigerant standards, yet one principle remains timeless: skilled technicians are the backbone of the trade. What is changing is how companies are preparing those technicians for long-term careers through focused HVAC training. According to the U.S. Bureau of Labor Statistics, employment in the field is projected to grow 9 percent from 2023 to 2033, with about 42,500 openings each year. This faster-than-average growth underscores the need for clear career pathways, strong retention strategies, and higher service standards.How can HVAC companies design training that develops technical mastery while fostering pride, customer focus, and career growth?In this episode of Straight Outta Crumpton, Greg Crumpton engages with Jeremy Clark, the Training and Development Leader at Carolina Chillers. Clark shares how nearly two decades in the field, from residential service to data center cooling and project sales, shaped his vision for technician development. Clark explains why retention starts with career clarity, how “doing one extra step” elevates customer service, and why adaptability is essential in a rapidly changing industry where HVAC training must keep pace with new technologies.Key Points from the Conversation:Building training programs that pair technical standards with personal career roadmaps to improve retention and engagement.Encouraging technicians to “do one extra step,” small, thoughtful actions that strengthen customer trust and set work apart.Preparing teams for new technologies, from A2L refrigerants to advanced rooftop and VRF systems, through targeted skill-building.Jeremy Clark is the Training and Development Leader at Carolina Chillers, bringing nearly two decades of HVAC experience across residential, geothermal, commercial, industrial, controls, and critical facility environments. His career includes roles as installation and service technician, sales engineer, and building automation specialist, giving him a broad technical foundation and strong customer-focused approach. He is dedicated to developing both new and seasoned technicians through structured training, mentorship, and skill-building that enhances expertise, career growth, and service quality.

Workplace safety is no longer just about meeting regulatory requirements—it’s about fostering a proactive culture of risk management and innovation. With ongoing discussions around the future of OSHA and the rise of AI-driven safety solutions, industries are reevaluating their approach to keeping workers safe. According to the National Safety Council (NSC), workplace fatalities have remained a persistent challenge, underscoring the need for a stronger commitment to safety leadership at all levels.So, what does the future of safety leadership look like in an era of shifting regulations and emerging technologies?In this episode of Straight Outta Crumpton, host Greg Crumpton sits down with Abby Ferri, Senior Leader with the National Safety Council’s Networks. As someone deeply entrenched in the safety profession, Abby shares insights into her new role and how she’s working to elevate safety standards beyond basic compliance. Together, they explore the challenges of modern safety leadership, the role of AI in risk management, and the pressing need to develop the next generation of safety professionals.Key takeaways from the episode:Beyond OSHA Compliance: While some companies treat OSHA as the gold standard, true safety leadership requires going beyond compliance to implement proactive best practices.The Role of AI in Safety: AI and digital tools can enhance workplace safety by predicting hazards and improving decision-making, but organizations must integrate these technologies responsibly.Building the Next Generation of Safety Leaders: There is a significant shortage of safety professionals, and industries must prioritize leadership development to fill this critical gap.Abby Ferri is a Certified Safety Professional (CSP) and Associate in Risk Management (ARM) with over 20 years of experience in workplace safety, risk management, and leadership development. As a Senior Leader with the National Safety Council’s Networks, she works with top safety executives to drive best practices, innovation, and industry collaboration. A recognized thought leader, she has co-founded the "Safety Justice League" podcast, authored two books, and advocates for the ethical use of AI in workplace safety and STEM education.