Consistency and accountability are key to fostering growth and success. Chris Martinez, general manager at Mercedes-Benz of San Antonio, exemplifies this approach as he leads his dealership to continuous improvement, month after month. In today’s episode of Training Camp, he shares insights into how his store thrives through a structured process, accountability, and self-discipline.
A significant part of Mercedes-Benz of San Antonio’s success is their commitment to training and disciplined processes. According to Martinez, maintaining a structured process is non-negotiable as it ensures that team members consistently execute best practices, ultimately driving results.
However, instilling accountability isn’t always easy, especially in environments where employees are resistant to feedback. Martinez takes a non-confrontational, fun approach to this challenge. Rather than browbeating his team, he fosters an environment where accountability is embedded in the culture. By calling out deviations from the process in a lighthearted manner, he ensures that team members understand the importance of staying on track without creating a confrontational atmosphere. He also makes it a point to hold himself accountable and encourages his team to call him out when he deviates from the process to foster trust with the team and make it an environment where everyone pushes each other to grow.
"A big part of it is just training, the discipline, making sure that we're sticking to a process. When you have that type of accountability, there's no way not to win."
It’s important to get the team’s buy-in and ensure that everyone understands that the process is in place to provide the customer with the best experience possible. Sometimes, teams will cut corners, such as skipping a test drive or a menu presentation to speed up a transaction. Martinez stresses that it’s important to hold them accountable and course-correct. If it comes to it, get a manager or another salesperson involved to ensure the customer experiences the complete process.
Another area of focus for Martinez’s team is the speed of the transaction. With customers increasingly valuing their time, he’s adamant about reducing wait times, especially in the F&I office. He revealed that the dealership uses SelectFI, which helps speed up the financing process by pre-qualifying customers and providing them with five financing options right from the start. This technology streamlines the approval process, enabling F&I managers to secure financing quickly and move customers through the process more efficiently.
His approach isn’t just about speed for speed’s sake; it’s about ensuring customers stay engaged and their buying experience is as smooth as possible. By cutting down wait times, the dealership keeps customers in the “buying zone,” where they’re more receptive to additional products and services.
Martinez also encourages his team to focus on personal growth and stay disciplined in their daily tasks. Whether it’s making customer calls, conducting walkarounds, or adhering to processes, the goal is simple: consistency. By creating a structured environment that promotes personal development and accountability, he ensures that every team member is empowered to improve and, ultimately, succeed.
