Capital can commit to balanced schedules and time off (even if it’s difficult to manage in a 100-person service shop). It’s why a shop foreman of 20 years can mentor a 22-year-old apprentice and see himself in the kid. And it’s why customers get a consistent experience—people who know the product, the process, and each other. “Everyone wants our technicians, our parts people,” Lumley says. “Recruiters call all the time. Our folks pick up—and then they stay. That’s culture.” INNOVATION WITHOUT THE BUZZWORDS Curtis, a 20-year Capital veteran on the variable side, frames the technology ethos this way: “Mr. Michael expects us to be on the cutting edge. That doesn’t mean chasing shiny objects. It means trying new ways to serve customers—and learning from the ones that don’t stick.” Post-pandemic, when buyers flocked online, Capital launched a standalone e-commerce company—a full digital storefront with home delivery. “It was 32 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 11
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