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Success Story: Metric Motors sharpens focus on education, customer service

By Mandy Sotelo
Posted 8/9/19

If you’re one of those among us who think of our cars and trucks as members of the family, then you’ve got the right idea. Look after it well and your vehicle will take good care of you …

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Success Story: Metric Motors sharpens focus on education, customer service

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If you’re one of those among us who think of our cars and trucks as members of the family, then you’ve got the right idea. Look after it well and your vehicle will take good care of you and yours, delivering you safely across life’s milestones for years to come.

Taoseños have been trusting Metric Motors with their automotive maintenance and repair since 1978, voting the shop Best of Taos every year for nearly two decades. Now that owner Joe Franzetti has turned the business over to General Manager and longtime Metric Motors team member Juan Muñoz, this reliable local favorite remains in good hands with a new owner who is driven to enhance both the automotive talents and the customer service skills of every member of his staff through education. 

Muñoz himself has reaped the rewards of his passion for learning. He built on his customer service ethic working in local fine-dining restaurants early in his life, always nurturing a keen interest in discovering new things and learning more about them. He began his career at Metric Motors in 2004 at the ground level, working on tires and oil changes, and his natural impulse to master new skills took it from there. In the automotive world where the way things work is constantly changing with every technological advance, Muñoz had found his place. 
“It never gets old,” he said. 

Before long he was receiving high-level training through various institutes around the country, including Rio Hondo College in Whittier, California. He quickly put his education to work for him here at home, working his way up through the ranks at Metric Motors. He spent five years as master technician, focusing on diagnostics, and became shop foreman. As general manager for the past five years, he rounded out his experience in all areas of the shop, from the front desk talking with walk-in customers to diagnostics to the nuts-and-bolts repair and maintenance work. 
Over the years, he has fine-tuned his understanding of the electrical aspect of the industry through special coursework. Recognizing the importance of electrical science in automotive function, he has begun sharing his knowledge of the subject with his team through a weekly in-house class.

“It’s like science class,” he said. “It starts with the atoms and electrons. How the electrical systems function on modern computer-controlled cars.”

As the owner of Metric Motors, Muñoz aims to educate his team beyond the Automotive Service Excellence (ASE) certification maintained by every staff member. At the individual level, he strives to help each employee develop and sharpen the same skills that have brought him success and fulfillment in the industry. And the most important fundamental concept is customer care.

According to his philosophy, to care for the vehicle is to care for the people in the passengers’ seats.

“I always tell my guys – take care of our customers like they’re our own family,” he said. “If you wouldn’t trust your wife and kids in that car, you’ve got to bring it up to your customer. Safety is key.

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