Nothing is more frustrating than seeing potential deals slip through the cracks due to a lack of structure and accountability. Consistency is the name of the game, and in this episode of Training Camp, Adam Marburger sits down with Eric Thorns, general manager at Todd Wenzel Buick GMC of Grand Rapids, to break down the habits and strategies that drive high-performing dealerships.
Thorns is no stranger to success—his dealership consistently ranks among Michigan’s top three Buick GMC stores. But according to him, it’s not about luck–it’s about commitment, accountability, and a process-driven approach that keeps the team engaged and growing.
Thorns credits his store’s continued success to one thing: consistency. The team follows a structured process that ensures every deal is handled precisely, leaving little room for error or missed opportunities.
But even the best processes fail if accountability isn’t in place. Thorns ensures his team adheres to the dealership’s standards through constant engagement, regular deal reviews, and a hands-on leadership approach. It’s not just about having a system—it’s about sticking to it every single day.
Thorns highlights that complacency is one of the biggest pitfalls that demote a winning team to underperformers. Sitting back and waiting for customers to walk through the door simply doesn’t cut it. Instead, he emphasizes the importance of staying proactive—whether that means following up on lease lists, checking in on past customers, or identifying new opportunities to add value.
Building a high-performing team starts with one simple rule: follow the process. Thorns ensures that every deal is structured correctly from the start, with no shortcuts or oversights. He actively reviews deals with his team, reinforcing best practices and ensuring each step is executed properly.
Regular training sessions, one-on-one coaching, and structured meetings help reinforce these expectations. He believes that keeping the process top of mind is the key to sustained success—without it, even the most experienced managers can lose focus.
For those looking to excel in the retail automotive industry, Thorns offers straightforward advice: commit to self-improvement. Every day is an opportunity to become a better version of yourself, and the best in the business never stops learning.
Success isn’t about luck or natural talent—it’s about discipline, consistency, and a relentless drive to improve. By following a structured process, holding yourself accountable, and staying engaged, any F&I professional can achieve top-tier results.
"You have to start with yourself. Every day, you need to wake up and say: "How can I become a better version of myself today versus what I was yesterday?" – Eric Thorns
