Home Depot – Building an Intergenerational Workforce Advantage

“We value the unique skills and knowledge that experienced tradespeople bring to our stores. Their expertise allows us to better serve our customers every day.”

— Home Depot Careers Website, Statement on Workforce Diversity

Opportunity

In the face of labor shortages and rising customer expectations, Home Depot recognised a competitive edge hiding in plain sight: older workers. Experienced, reliable, and often deeply customer-focused, this talent pool offered an opportunity to strengthen service, loyalty, and operational stability.

Action

Home Depot proactively recruited and retained older employees, creating flexible scheduling options, phased retirement programs, and targeted onboarding that valued experience as an asset. They publicly celebrated their older associates, reinforcing an inclusive culture that welcomed contributions across generations.

Result

Customer satisfaction scores are consistently higher (by 5–10%) in stores with a higher proportion of older associates, according to Home Depot’s internal analysis. (Reported via HR Dive, 2022). In addition experienced workers showed improved knowledge-sharing on the shop floor, and lower attrition rates compared to younger cohorts. By embracing age diversity, Home Depot enhanced its brand reputation and built a workforce better equipped to serve a diverse, multigenerational customer base.