SPEAKER_00 0:00

When you treat people the way they want to be treated, they'll often reciprocate that.

SPEAKER_01 0:10

All right, welcome to another episode of Connections That Matter. Today we have an amazing guest, Matt Sealer, who's a general uh manager over at Metric Motors. Matt, uh welcome to the show.

SPEAKER_00 0:21

Thank you. Glad to be here.

SPEAKER_01 0:22

Awesome. Well, if you don't know about Metric Motors, a lot of people do. You guys have been a Loveland staple for what 40 years? I always see when best of uh in the different reporter heralds. And um we we talk on the show about connections that matter and trust. And I know a lot of the Loveland community has a connection to metric. So how do you get that set up? How what's a what's some of your secret sauce?

SPEAKER_00 0:44

Um I mean, really what we do there sets us apart is integrity. We like to work with integrity, like to primarily focus on helping people with their cars, um, give them advice on how to proceed with them. If they should get a new one, then we'll certainly tell them to get a new one. Uh that's what we're there for.

SPEAKER_01 1:03

Well, I uh you know, a lot of people when they got to go to the mechanic, it's not a good day. Something's acting up, or uh it's an unexpected inconvenience. Um, how do you how do you break the bad news to people or the good news, or is it mostly maintenance and it's just another routine service appointment?

SPEAKER_00 1:21

Usually um a lot of our existing customers come in for maintenance for a visit to take care of something we mentioned would be needed in the future. Uh most of the time that we get the opportunity to meet a new customer, they're coming because something broke. So it's not always the most exciting visit for them. But the way that we can make the best of it is just by giving them honest advice and helping them through it. It's never fun to give someone the news that they need an engine or transmission if that's the case or something very expensive. It's um we actually tend to dread it up on the front counter because we know that's gonna be bad news and no one likes delivering it.

SPEAKER_01 1:59

Well, I think when you lead with integrity, as long as you're being honest, but I think when people are seeking out a mechanic, they want they want that honesty. Um, they want the somebody that's gonna tell them what they need, what they don't, um, somebody that wants their next piece of business as well, not just that that first one. I know as a general manager, you it's training your your front desk staff to have those conversations or to make sure that you're leading with that. So, what is that process like? How do you make sure that that customer service um is what you lead with?

SPEAKER_00 2:30

It it can be a challenge sometimes. I think the main thing is uh hiring the right people. There are a lot of people in this industry that have learned habits of being salespeople rather than uh customer service. And when you find people that either are unhappy with that and have been wanting to find somewhere where they can really just help people with their cars, those are the ones that we want to come work for us. Um, and once once they have the same goals, the same alignment, same idea for um what we're doing there, that tends to be a lot easier.

SPEAKER_01 3:07

Well, and so you're a younger guy, uh I but metric's been around a long time. I know a lot of people know Dan over there. Um and now he's he's letting you have the reins and and uh take having you take a big step up. So what's that like stepping into a legacy of that and finding your own voice?

SPEAKER_00 3:27

Uh I'm really happy for the opportunity, and it I have big shoes to fill, and I don't think I will truly be able to fill them for years to come. I mean, Metric Butters has been around since 1976, uh and Dan's owned it since 2004, I believe. It's four or five. I should probably know that, but um 2004 or five, and he's kept its legacy going really well. I think the reason that he's blessed me with this opportunity is because I showed that I have the same values that he does and the same goals. I like some of the service advisors that I trained, was surprised to find that the things that I would want to tell people at other places that would make me unhappy or uncomfortable having to sell someone work on a car that shouldn't really be worked on anymore. I know they're wasting their money and then it's just gonna be another thing, another thing. And Damon would just be like, oh, why would you? So why why would it be a problem if you told him that? And it kind of comes a surprise not having found somewhere like that.

SPEAKER_01 4:28

Well, how did how did you get connected or how did he how did he choose you as uh a protege or uh up and coming?

SPEAKER_00 4:35

It just I started there as a service advisor um almost two years ago, so May 1st of 23. Yeah. And just kind of started working, selling the work up front, interacting with the customers, and it evolved organically, but also quickly. I think he's been looking for someone to someone that he can trust to operate the business the way that he does.

SPEAKER_01 4:57

Yeah, and the connections people have, you know, I I I'm a big believer that it takes a a village or it takes a network to make everything happen. But um Dan, especially being in business as long as he has, he's got a uh uh literally like a business card folder of all the people he recommends, but you have different connections. And so um how do you how do you do you ask him for referrals? Do you have your own referrals? How do you how do you build your own connections?

SPEAKER_00 5:24

I know his uh his referrals are gonna be more um more vetted, and he has a lot more experience with the city of Loveland, the people that are there, the services that are there. So I often will defer to his advice or um as Sarah works there, I'll ask her if she knows someone, since you often know people as well. Um and go from there. There are some that are my own referrals, but I'm in a mode in pretty much always right now where I'm looking to be a sponge and absorb as much knowledge, wisdom, experience as I can. And I have been able to learn a lot from Dan. And as time goes on, I don't need to absorb things quite as quickly, but I will still usually ask him or go with people that I've met from the networking events.

SPEAKER_01 6:15

Yeah. I'm also curious, you know, uh if you've been a service advisor now uh to getting a big step up, people who are your peers, now all of a sudden you're their boss. Uh and there's that listening, and that that jump in leadership, it for some people can be a challenge, but from everything that I hear that you're doing it really well. So any any tips for people who are rising up the ranks or assuming a leadership role where now they're managing direct reports?

SPEAKER_00 6:39

Um, it comes down to respect. You have to show the people that are work for you, your team members, respect, and they will return that. Um it has been challenging at times making that transition, but when you treat people the way they want to be treated, they'll often reciprocate that. Not that there weren't um some that didn't. And you can I try really hard to give them what they need, uh help them out, but it doesn't always work out.

SPEAKER_01 7:11

Well, I I see a lot of mechanic shops, they they compete on price. They try to uh offer a coupon and uh they try to get you in the door, or uh maybe it's a cheap oil change, but then they upsell a whole bunch of stuff. And uh I always like to bring on business owners that uh are approaching business growth or business development through relationships, and that is absolutely one of the things I've seen from metric. Uh where um where has that come from of a of a conscious choice to develop those long-term relationships with your clients and industry partners rather than the race to the bottom, I guess, that I see as far as pricing from some other people.

SPEAKER_00 7:51

Um I mean, you can operate a business where you want to get as many people in the door and then make some money off them that time and they never come back. That's a model. Um I don't think that's sustainable. I also don't think it's the right thing to do. It doesn't feel good to do that, um, and it's not the best thing to do for the community. So it's kind of a to me, it's it's common sense that you would want to treat the the people that you work with or work for well, treat your customers well, um, and then they'll want to come back for future services. Because we don't um sell uh filters at uh uh really high markup and try and maximize every last thing. Uh we don't we also don't offer the like super cheap oil changes. Yeah. Uh an oil change is something that you can hire uh anyone almost to do, but we have our experienced technicians or an apprentice with uh supervision performing the oil change and inspection, so you get uh quality service and you get good information about your vehicle.

SPEAKER_01 9:01

Awesome. So what are what are some goals? I mean, for a business that's been around 40 years, uh you know, how do you keep it fresh and forward-thinking? Uh where where are you going?

SPEAKER_00 9:12

Um there are some things I want to keep the same, some things that I want to either improve or adapt. Uh marketing is something that I have never had a a huge strength for, but I'm looking to kind of modernize that some, introduce us to the community. What's to the community that isn't already familiar? Um what's difficult is you can say, oh yeah, I'll we'll treat you correctly, we'll we'll do the right thing, we'll tell you the truth, we'll help you with your vehicle. But everyone says that. That's true. Um I do want to keep the values the same, obviously. Uh keep the way we treat our employees and our customers the same. It's metric motors a really good place to work. If you look at the all the breakdowns were not the most efficient shop in the world as far as, oh, how many bays, how many techs, what can they do? But technicians are people. And if you treat them like robots, you'll just keep going through them, and it's hard to make sure you have ones that are honest.

SPEAKER_01 10:15

I don't well uh who who are you looking to connect with? Uh, you know, one thing I see you do, Matt, is a client has a car and a bay, but you have a loner car, you're really in a service making sure that they're able to continue life. Um what what other people do you connect them with that have been really good, valuable connections and alliances that you've made?

SPEAKER_00 10:36

Um, I'd say for with their vehicles, since we will tell someone if they need to purchase a new vehicle, we have a really good relationship with a uh used car shop down the street that's called the right ride. Nice. And like any business, like we have things that don't go to plan. Not every used car lot has perfect cars, but I've seen them do the right thing when something comes up on a vehicle they've sold. And really I feel very comfortable sending someone down there to look for their next vehicle.

SPEAKER_01 11:07

Uh as a mechanic shopping for me, you probably see what happens to all of them. So any uh any tips of what you see if somebody's thinking of picking out a next vehicle that uh that you have some favorites or it's it it is a challenge.

SPEAKER_00 11:22

When you see everything that goes wrong with every vehicle, um, it's a lot easier for me to say specific cars or makes that you should never buy or that I would never consider buying. Um Toyotas have been good in the past. One of the difficulties with purchasing a used car is if anything's neglected, it will not last very long. So it's more getting an inspection, having it looked at, making sure that it's been taken care of, the fluids are clean. Um even then you can't necessarily tell if they changed it like two months ago or um on time. But a good inspection will help. And looking at vehicles that hold their value tend to be reliable. That tends to be why. You look at a 150,000 mile Corolla costs as much as a 80,000 mile Chevy Cruise. Oh. So that's usually a reason for that.

SPEAKER_01 12:17

All right. Well, Matt, uh so if people aren't familiar with metric, it's uh the south end of Loveland, and um I know you guys do do great work. Uh on the show, we we always say, hey, who wants to network with a reliable mechanic, people who has a high level of trust with their clients? Obviously, um, if it was me, I'd I'd be one to reach out to you. But if there are any specific connections, additional connections that you're looking for that if somebody's watching the show um they could reach out to you.

SPEAKER_00 12:44

Um yeah, I I'm always looking for a good auto detailer. Uh someone who takes their time with stuff, is careful with things, and can clean up our loaner vehicles. Uh detailing is really a big one. It's been hard to find consistency with, where the first time we get one done, it's great. And then the next loaner car and uh you kind of have to really stay on top of it, as well as uh autoglass. Uh alternatives to just using Safe Light.

SPEAKER_01 13:16

Yeah. Okay. Well, if you uh know somebody who's great in the autoglass industry, or if you know that high-quality detailer, uh make sure they reach out to Matt. Also, Matt, if people need need a quick service or there's something that the check engine light's been on the car and they need to bring it in, how can they uh get a hold of you?

SPEAKER_00 13:35

Uh you can call the shop at 970-667-2044. One of our great advisors will answer the phone and get you set up with an appointment. We also have uh appointment scheduling on our website. If you type in your info there, it'll shoot us an email, and as soon as we're open, we'll reach out to you in whatever way you like. Text, email, call, get you set up for some service. Awesome, Matt. Well, thanks so much for coming on the show. Of course. Thank you.

SPEAKER_01 14:02

Hey all, thanks for watching. I love networking and building relationships with other Northern Colorado business leaders. So if you want to come meet some of these podcast guests, meet me, or meet some other amazing entrepreneurs in Northern Colorado, I would love to have you attend one of our next events. Uh go in the podcast description. There's a way so that you can see our upcoming schedule. And maybe you could be a future podcast guest as well.