Bolton Construction and Service of WNC is celebrating a remarkable milestone this year: 100 years in business. 

It’s no secret that the odds are generally not in favor of small business longevity. The U.S. Bureau of Labor Statistics reports that less than 17 percent of small businesses in the U.S. survive past the 25-year mark. This is slightly lower in North Carolina, where about 15 percent of businesses make it to that birthday. There’s very little data on century-old businesses, which is a testament to their rarity. In an industry where longevity is far from guaranteed, the company has not only endured but thrived, maintaining its deep roots in the Western North Carolina community while adapting to the challenges of a changing marketplace.

Vice president and owner Mark Bolton attributes the company’s endurance to a strong foundation laid by his predecessors and a commitment to financial prudence. “We run very, very conservatively, meaning, like the old grandmother's advice of never live beyond your means, always have some savings," he said. "That is what has allowed us to survive. We always have something to fall back on during hard times because the nature of the economy is cyclical. You have to be ready for that next downturn. I think that's why we've made it this far.”

William E. Bolton Sr. got his start in the mechanical trades by working on the Atlantic Coastline Railroad of Rocky Mount and then overseeing the construction of mechanical systems at the Sir Walter Raleigh Hotel in Raleigh. He founded W.E. Bolton Company in 1925, with an initial focus on the coal-fired heating systems to get the business started. Later, after WWII ended, William Bolton Jr. began working on ammonia refrigeration systems for dairies and meat packing plants. The company endured the Great Depression and grew steadily through the 1930s, eventually expanding into commercial projects and mechanical trades, including plumbing, HVAC, and refrigeration. Some of the company’s notable historic projects include the North Carolina State Legislative Building and Rex Hospital.

Family-owned businesses, in particular, are subject to a myriad of challenges. The 30-13-3 rule is a commonly referenced statistic about family businesses: 30 percent make it into the hands of the second generation, 13 percent into the third generation, and just 3 percent to the fourth generation. While the rule is rooted in research from the 80s, the pattern holds true: very, very few family businesses have a legacy in which the founder's great-grandchildson is running the business.

Mark's father, William E. Bolton III, the current president of the company, made an intentional decision to avoid the common pitfalls of multi-generational businesses. “There was a falling out in the third generation of the business, which is typical of why businesses don’t survive past that point," says Mark. "Some wanted to stay in the business, some wanted to sell and get out. My dad wanted to continue in the business, but he didn’t want my brother and I to run into the same disagreement. So he set it up so that we would each have our own business.” 

Bolton III established W.E. Bolton Construction and Service, LLC in Raleigh in 2002. Mark's brother operates this business, which is financially independent, but the two companies rely on common business support systems and consult each other weekly.

Despite this separation—or perhaps because of it—Bolton Construction and Service of WNC remains a family-driven operation, and that ethos extends to its employees. Many staff members have been with the company for decades, contributing to a culture of stability and expertise. “There are a lot of folks here that have made a career," says Bolton. "They’ve been here for 25, 30 years, and are getting close to retirement."

The company has also distinguished itself by resisting the industry’s shift toward aggressive sales tactics. Bolton sees a growing trend of private equity firms acquiring HVAC and plumbing businesses, often turning them into high-pressure sales operations. “A lot of companies in our industry now--plumbing and HVAC--they'll build their entire operation around sales, meaning the technicians are actually commission-based," he said. "So they have to sell a certain amount of new equipment or replacement parts in order to earn their income. Our approach is extremely different. We’re supposed to be the experts. We should be the ones with the knowledge to make recommendations.”

This customer-first mentality has contributed to the company’s long-term success. “If [you can] get another four years out of it, we don’t have to replace it right now,” says Bolton. “We take the approach of whatever is in that customer's best interest. I plan on doing this for the next 25 or 30 years. I don't need that customer's money today—I need their trust.”

As the company looks ahead, it is focused on both internal growth and external challenges. Bolton is committed to fostering career opportunities within the trades, ensuring employees can progress and build fulfilling careers. “One of my key people, Andrew Toney, was a mechanical foreman doing large commercial projects," says Bolton. "When the financial crisis hit in 2009-2013, construction slowed down. We moved some of our really good people into different roles, and Andrew transitioned into service, worked his way up, became a manager, then a VP. Seeing that progression is incredibly rewarding.”

The dedication of long-term employees has been a cornerstone of Bolton Construction and Service of WNC's success. “Not a lot of positions have turnover,” says Toney. “A lot of people have been here for a long time. The Boltons have done a good job setting core values about the business and they believe in us."

While celebrating the past, Bolton is also aware of the evolving industry landscape. He anticipates continued consolidation through private equity and the rise of direct-to-consumer sales models, but remains confident in the company’s ability to adapt. “Amazon has stepped into this market,” he said. “You've got some pretty big players tiptoeing into the service industry to offer that direct-to-consumer product or connection. The question is, does the equipment actually match the customer’s needs? There’s a lot of room for mistakes when you don’t have a professional making those recommendations.”

Through a century of growth, change, and economic cycles, Bolton Construction and Service of WNC has remained steadfast in its values: financial responsibility, customer trust, and a dedication to its employees. As the company moves into its second century, it does so with the same principles that have sustained it for the first 100 years. “We may not be the biggest, but I feel really good about what we do,” says Bolton. “And I plan on doing this for a long time.”

Learn more at BoltonServiceWNC.com.