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BY MADELYN HUBBARD ASSOCIATE EDITOR
As of June 1 , Motorcycle Clinic of Osceola , Florida , has served its area for 50 years . And although the Motorcycle Clinic team did not make plans to celebrate the anniversary because the shop has been so busy , its community did .
“ Our customers brought the party to us ,” says Bryan Montoya , general manager of the dealership . “ They brought balloons and cakes . Also , a larger attorney ’ s office that focuses on motorcycle related accidents came and brought us a bunch of stuff like t-shirts and put us on their social media feeds .”
The unexpected celebration was appreciated by the Motorcycle Clinic team . “ There ’ s not very many shops that do the stuff that we do under one roof ,” Montoya continues . “ We ’ re a full engine building facility , dyno tuning center , and the machine shop is also in-house . We have such a huge variety of customers that it ’ s kind of challenging because we have a lot going on .”
The dealership , located in a 5,500 square foot building and made up of six employees , is the only business in its area to offer each of these services in one location .
MOTORCYCLE CLINIC HISTORY “ I was the first person in my family to ever own a motorcycle ,” says Brian Dady , owner of the dealership . “ I had the opportunity to work at Motorcycle Clinic in the 11th grade . It was a blessing in disguise . I convinced my mom to let me drop out of high school and pursue my dream .” And Dady later went back to get his GED , as he said he would .
“ I came to work for the original owners just a year after they had started ,” he continues . “ They were gospel singers , and they had a tour bus and traveled around . When I came to work for them , I was the person that gave them the freedom to get out more . I started out real young and learned fast and it wasn ’ t
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long before I was doing it by myself .”
Dady is still throwing wrenches in the shop today . “ You know what they say , ‘ you never work a day in your life if you do what you love ,’” he remarks . “ I ’ m pushing 64 and I have very few gray hairs because I love what I do .”
Montoya says that it is a privilege to work at Motorcycle Clinic under Dady , who is both a teacher and a mentor . He describes Dady as the anchor of the business , explaining he enacts the same morals and ethics that he requires from employees . “ The fact that he ’ s in our day-to-day , he ’ s in the trenches with us and lives and breathes it all , I think that is what puts Motorcycle Clinic where it is today ,” Montoya says .
CUSTOMER SERVICE “ The upmost important thing to me in this business is customer service and the reputation of this business . Customer service is everything ,” Dady says . “ Our money is made on the long-term customer .” And he explains the long-term customer is earned by being upfront and honest .
“ This is a place where we focus on customer service and it isn ’ t about chasing the money ,” Montoya says . “ We ’ re a business , so we have to make money , but the philosophy that we have is why we ’ ve been here so long .”
And Motorcycle Clinic employees treat all customers the same . “ I would say over 70 percent of the female customers we have helped have a story about coming from another dealership ,” he says . “ More and more female riders are learning about the sport , whether for affordable commuting or because of their love and passion for motorcycles . I think they ’ re being underestimated .”
And as a team of six , Montoya explains that every employee plays a vital role in the customer experience . Each customer review is shared with the team to remind employees of this . Montoya texts reviews to the team and thanks them for their hard work . And it
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is evident by scanning the dealership ’ s Google Reviews that customers feel valued and in good hands at Motorcycle Clinic . Reviews are typically lengthy , praising the team and the service they provide .
STAFF Dady and Montoya have weekly meetings with employees . “ We try to meet with them as much as possible and drive home certain core criteria ,” Montoya says . “ Communication is paramount . Communicating to your staff , staying up with the times and explaining what our customers are looking for , those are the kind of things everybody needs to be aware of so we ’ re all pulling in the same direction .”
Montoya started working at the dealership in 2012 and “ I still love what I do ,” he says . Dady explains that employees must have a passion for motorcycles to work at the dealership .
“ If someone doesn ’ t have a passion for motorcycles , they really can ’ t work here ,” he explains . “ Even a good mechanic that doesn ’ t have a passion for it , I can ’ t tolerate that .”
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Pictured left to right : General
Manager Bryan Montoya credits the dealership ’ s 50 years of success to Brian Dady , who he explains is the anchor of the business . Photos courtesy of Motorcycle Clinic
BUSINESS Montoya explains that lately , customers usually want to revive their current bikes instead of buying new . The dealership has responded to this change in demand and focuses on repairs .
“ Back when the economy was great , customers used [ their bikes ] as a toy ,” he says . “ But the focus has been more on helping customers bring their bikes back to life because they want to use them for commuting purposes .” So , Motorcycle Clinic works creatively to make bikes safer and more economical for customers to use .
“ That ’ s part of the way Motorcycle Clinic has to be somewhat fluid ,” he adds , “ by seeing what kind of wants and inquisitions there are from our customer base and conforming to it to stay relevant . It ’ s just getting busier and busier , and the workload continues to grow .”
Not many businesses last for 50 years , but Motorcycle Clinic has proven it has the formula for success as it embarks on the next half century .
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