Sprinkler Age A Publication of the American Fire Sprinkler Association
Total Fire Protection Attracting and Retaining Talent
It’s no secret that the fire protection industry is currently grappling with a national skilled labor shortage. However, AFSA Contractor Member Total Fire Protection in Grand Rapids, Mich., is responding with people-first solutions, a team-driven culture, and embracing technology to combat the issue.
It’s been a consistent uphill battle for companies trying to retain and attract talent. These days, it’s more than just a source of income that attracts the right talent. David Gard, national service manager for Total Fire, brings over 20 years of industry experience and offers valuable insight into how his team is working to combat the skilled labor shortage in the workplace. “We’re seeing the labor shortage issue just like everyone else,” he says. “That older generation is approaching retirement, and we’ve had to evolve.”
With locations in Michigan, Florida, Montana, and Colorado, and nearly 500 employees, including 160 field technicians, Total Fire is tackling the challenge head-on, and Gard has had a front-row seat.
RETAIN BEYOND THE PAYCHECK
The key to retention isn’t just competitive pay; it’s building a workplace where people want to stay. Gard explains Total Fire’s family-style atmosphere, despite their large size and continuous growth. “We’re still family-owned and operated,” he says. “Even with multiple offices and hundreds of employees, our owners are engaged and involved. That means a lot to our team.”
And it shows! Gard assures it’s all in the details. He makes an effort to appreciate all the victories within his staff, from personal to professional. “Celebrating the little things like work anniversaries, birthdays, and the wins! I have cards in the office, and when someone goes above and beyond, I’ll write a handwritten note and add a $25 gift card.”
Quarterly profit sharing is a standard practice at Total Fire, giving employees a direct perspective on the company’s success. Being transparent about the numbers builds trust and reinforces the idea that when the company wins, everyone wins. This can even foster accountability and motivate employees to want to do better.
Gard is candid about the challenges of investing and further training for a team. “It’s hard to take a tech out of the field to train them when you already need five more out there,” he admits. But Gard does it anyway because that investment pays off. Focusing on internal development can maintain a thriving team. “We try to invest back into the team. We have a training catalog, and they can sign up for service line trainings that don’t hinge on skill levels or even roles. If I have someone doing scheduling or invoicing who wants to learn more about NFPA 25, I’m more than happy to sign them up for that.”
The culture isn’t just about perks but about building community and genuine camaraderie. “Within my department specifically, we’re doing a lot of things like team-building events, both work and non-work related,” Gard comments. “We discuss the normal stuff and any work concerns, but we’re also doing golf outings and paintball.”
Lastly, Gard says money matters. “Money still talks. You’ve got to pay these guys to keep them happy.” According to a recent ServiceTrade survey, 49% of technicians prioritize competitive pay and benefits as well as supportive management, training, and professional growth opportunities. A solid paycheck is the foundation, but a company that can deliver on all fronts keeps employees committed long-term.
STAY CONSISTENT IN ATTRACTING
Gard admits there’s no “secret sauce” to attracting talent. It’s an ongoing effort that will take time and patience. It’s a set of moving parts all coming together and spreading awareness of your company and the industry. “We’re definitely doing some entry-level stuff like going to high school career development days, seminars, and internships to target that younger generation.”
After creating a workplace culture that’s to be proud of, it’s all about promoting it. Beyond recruitment events, the company leans on the power of its people. “All the industries talk,” Gard says. “You might have a buddy in another fire protection company, and if you’re constantly telling them how good it is over here, that’s good for us. We want our existing team to be the voice out there!”
When asked how Total Fire is staying above its competitors, Gard answers that while there is no perfect answer to solving this nationwide issue the industry is fighting, it comes to the new necessary features a company must have. “Competitive pay goes a long way, but so do flexible schedules, profit sharing, team meeting events, camaraderie, and keeping that team atmosphere.”
“It’s hard to sell all this about your company when you’re sitting down with someone who hasn’t had experience or interaction with your company, but consistency is key,” he says. “Stay the course, and your efforts will pay off. “You can’t just leave it up to money anymore.”
WORK SMARTER NOT HARDER
Technology is another significant piece of the puzzle. In 2016, Total Fire improved its scheduling, documentation, and communication systems by implementing software developed by ServiceTrade. “Before, we were still using paperwork orders and trying to read chicken scratch notes from the technicians,” Gard jokes. “Now, techs can clock in, document deficiencies, take photos, and log everything in real time. It’s been a game changer.”
According to Billy Marshall, founder of ServiceTrade, tools like this don’t just boost efficiency—they improve job satisfaction. “No one wants to be dragged out of bed at 2:00 a.m. for a system failure. By enabling smarter maintenance and communication, techs avoid chaotic workdays and spend more time solving real problems.”
The benefits extend beyond paperwork. With photos and videos, customers can clearly see issues and approve upgrades faster. “A picture is worth 1,000 words, but in our industry, a picture is worth $1,000,” Gard assures. “It speeds everything up and gives our techs the tools to do their jobs better.”
ServiceTrade offers savings benefits to AFSA Contractor members. It’s just one of the companies offering great products and services at discounted rates. To view all the businesses AFSA partners with, visit firesprinkler.org/member-discounts.
LIGHT AT THE END OF THE TUNNEL
Gard jokes, “If I knew how to solve the labor shortage, I’d give that to you along with the winning lottery numbers.” But he remains optimistic. “We have to keep pushing forward. We’re switching away from that four-year degree our school systems pushed, and over the past five years, they’ve done a really good job of pushing the trades. It might just be another five years before we see it.”
He believes visibility is key and will grow in time. “Social media helps. The younger generation is online. We just have to stay in front of them and show them that this industry is valuable.”
Gard’s career reflects what’s possible. “I started out not knowing anything,” he reflects. “Now I’m the national service manager, helping mentor and usher in the next wave!”