In this episode of The Family Biz Show, host Michael Palumbos welcomes three generations of the Firkins family, owners of Tile Wholesalers, to discuss the evolution of their family business over 52 years.

From launching as a one-man tile distributor in the 1970s to becoming one of upstate New York’s leading residential and commercial tile providers, the Firkins family shares a powerful story of generational leadership, trust-based succession planning, and strategic growth.

Al, Dave, Kathryn, and Conor Firkins reveal how they’ve handled leadership transitions, embraced new technology, navigated family dynamics, and built a people-first culture that has kept the business thriving across decades. They explore how early trust empowered the next generation to innovate, why working outside the business helped prepare Conor for leadership, and how listening to both employees and customers shaped the future of their showroom and operations.

This candid conversation covers everything from generational business handoffs and managing disagreements to outlasting big-box competitors through personalized service and strong values. Whether you're a second- or third-generation leader or preparing for an ownership transition, this episode delivers real-world insight into what makes a family-owned business sustainable and successful.

• Succession planning based on trust can lead to smoother generational transitions.

• Legacy family values and data-driven decisions can coexist.

• Outside experience can prepare the next generation for leadership.

• Open communication is essential for resolving family conflict in business.

• Strong culture is built through listening and empowering employees.

• Family dynamics must be navigated intentionally during leadership transitions.

• Personalized customer service differentiates family businesses from big-box competitors.

• Strategic growth often requires reinvestment and shared vision.

• Spousal support plays a vital role in business resilience and decision-making.

• Legacy isn’t just history — it’s a tool for future success.

01:00 Introduction to the Firkins Family Business
02:17 How Al Started Tile Wholesalers
04:14 Dave’s Early Exposure & Entry Into the Business
05:07 Kathryn’s Role & Perspective as a Spouse in the Business
09:33 Conor’s Outside Experience Before Joining
10:53 Al on Trust & Transition to Dave
14:57 From Residential to Commercial Expansion
17:50 Handling Family Dynamics in Decision-Making
20:29 Managing Disagreements Constructively
22:48 Communication as a Competitive Advantage
24:19 Transition from Dave to Conor: What’s Next
28:00 The Role of Spousal Support in Business Growth
32:34 Reinvesting in the Business: Building & Expanding
34:14 Conor’s Focus on Building the Next Leadership Team
36:52 Competing with Big Box & Online Retail
40:35 Culture Starts with the Right People
41:40 Embracing Technology to Enhance Service
44:49 Understanding the Next Generation’s Career Paths
48:19 Using Analytics & Listening to Guide Strategy
52:00 Final Advice from Each Generation on Legacy & Leadership
57:26 Breaking the Shirt Sleeves to Shirt Sleeves Pattern
51:00 Why Independent Businesses Still Have an Edge
51:53 The Firkins Family’s Favorite Tradition