She did not mention the overdue envelope she could see partly beneath a folder on the desk. She knew what it meant, or could guess, but she also knew that people who had worked hard to preserve their dignity did not always welcome having their private difficulties identified by a stranger. Instead, she asked how the national chain three miles away had affected him. Ethan gave her an honest answer that did not blame customers for choosing a lower price.
"They've got a larger purchasing department and better equipment financing," he said. "If I charge what they charge on some jobs, there's nothing left after parts and labor. If I charge what the work actually costs me, people think I'm taking advantage because my building doesn't look like theirs." He spread his hands. "So I explain, I do the work properly, and I hope enough people can see the difference."
Victoria understood the economics immediately. Caine Mobility negotiated supplier contracts with companies that could absorb delayed payments and spread overhead across hundreds of locations. Her procurement teams had been taught to evaluate scale as a form of security, which it often was, but she had rarely asked what scale concealed. At this little garage, she was looking at a person who kept customers by knowing them, yet could not afford the infrastructure that would let the business expand.
"Have you ever thought about taking on commercial fleet work?" she asked. Ethan looked toward the shop floor. "Some small local fleets," he said.
"Delivery vans, a bakery's two trucks, a florist. Anything larger would be difficult with the lift down, and I won't sign service guarantees I can't meet." The answer interested Victoria more than a confident sales pitch would have.
"Caine Mobility is expanding its vehicle services division," she said. "We're preparing to contract more maintenance locally instead of sending everything through one national provider." Ethan folded his arms. "If you're here to buy this place, Ms. Caine, I have to tell you now that it's not for sale."
Victoria held up one hand. "I'm not here to buy it. And I'm not offering you a job you didn't apply for." She paused, aware that she had come close to doing both merely by opening the conversation. "I'm wondering whether independent shops should have a chance to compete for some of the work we've been planning to give a chain. Yours might be one of them, if the numbers make sense."