From Bowling Alleys to Town Hall: How Customer Service Shaped a Town Manager

In the latest episode of The HaltingWinter Podcast, we head to southern Maine to spotlight a municipal leader whose leadership journey began not in city hall, but in a family-owned bowling alley.

Arthur Capello, now the Town Manager of Berwick, Maine, grew up in the customer service trenches of his family’s small business. From early mornings prepping lanes to late nights handling rowdy league players, Arthur learned the art of de-escalation, listening, and delivering a great experience, all long before he entered the public sector. And as it turns out, those lessons have served him well as a leader navigating the complex world of local government.

In this candid conversation, Arthur shares how a winding career through nonprofit leadership, building inspection, and budget committees eventually led him into town management—and why building trust, not bureaucracy, has been the cornerstone of his success.

He also unpacks how Berwick—a small, rural community once anchored by a now-defunct tannery—is revitalizing its identity through public-private partnerships, cross-border collaboration with neighboring New Hampshire, and a deeply engaged community. From downtown redevelopment to water system interconnectivity, Arthur is proving that small towns can think big, especially when they lead with people first.

Key Takeaways from the Episode:

• Customer Service Isn’t Just for the Private Sector: Arthur explains how treating residents, staff, and developers with respect and humility builds long-term trust.
• Leadership Means Showing Up: Whether it’s afternoon walks through his town or chatting with residents at a library meet-and-greet, Arthur makes connection a priority.
• Policy Should Be Pliable: In Arthur’s view, policies are living documents meant to serve people, not stall progress.
• Cross-City Collaboration Works: Discover how Berwick and neighboring Somersworth, NH, are working together to share resources, plan development, and strengthen both communities.
• Work-Life Balance is Real—and Necessary: After taking a break from municipal leadership, Arthur shares how resetting helped him return stronger and more intentional.

This episode is a must-listen for city managers, administrators, and anyone aspiring to lead with heart in the public sector. Arthur reminds us that effective municipal leadership isn’t about having all the answers—it’s about listening well, showing up, and building relationships that last.

The HaltingWinter Podcast celebrates and elevates the people who power local government. Through in-depth conversations with leaders from cities of all sizes, host Seth Winterhalter explores the journeys, challenges, and innovations happening in municipal leadership across America.