Ask the Coach - October 23rd
By: Merrill Pierce
Managing Generational Differences
Dear Merrill, I run a mid-sized retail store that employs 45 people. The business has been operating for over 17 years and has been very successful. The challenge we have is that some of our employees have worked for us for many years and are more “seasoned”. Recently, we have brought on a few younger employees who are far less experienced. The issue is finding a way to successfully manage and support employees from different generations working side by side in similar roles. We’re finding it much more difficult to navigate the differences in age, attitude and styles.
Thanks for your help.
Walk into almost any retail store today and you’ll see it — a mix of generations working together. It’s not uncommon for a teenager, a mid-career professional, and a retiree to share the same shift, performing similar roles and serving the same customers. This blend of ages and experiences can be a real strength, but it also takes understanding to make it work smoothly.
Older employees often bring deep customer-service instincts, reliability, and an appreciation for personal connection. Younger team members contribute energy, adaptability, and confidence with technology — especially the tools that keep modern retail running efficiently. When these strengths come together, customers benefit from service that feels both personable and current.
Still, it’s natural for differences to surface. Work habits, communication styles, and expectations can vary widely between generations. A seasoned employee may prefer a steady, methodical pace, while a younger worker might thrive on multitasking and immediacy. Neither approach is wrong — just different.
Managers play a key role in bridging these gaps. Encouraging teamwork, pairing employees of different ages on shifts, and fostering open, respectful communication can help build understanding. Try having the staff that has been on board longer – mentoring the younger staff.
You can also try “reverse mentoring” – where the younger team member brings something new to the table – perhaps in areas where they have more comfort – social media for example. Having them share their respective experience may aid in developing mutual respect. This approach allows for a two-way exchange to knowledge with the junior mentor sharing insights on trends, and diverse perspectives, while the more senior mentee provides guidance on organisational wisdom and leadership experience.
When staff feel valued for what they bring — rather than defined by their age — collaboration improves, morale rises, and customer service shines.
The most successful retail or other teams recognize that every generation offers something unique. When experience meets fresh perspective, the result is a workplace that’s not only more dynamic, but also better equipped to serve a diverse and ever-changing customer base.
Wishing you the best of luck.
Best,
Merrill
