Process that for a moment. For a family-owned-and-operated car dealership to maintain that status since 1941–over 80 years—they must be doing something right. General manager Tom Broadway and Owner-Dealer Janet Martin-Clark have assembled a leadership and support team that believes in the secret formula for success—family.
When we sat down with Sales Manager Efrain Salazar to talk about Martin Chevrolet Buick GMC, one of his very first statements was telling. “I have been with the family for eight years,” stated Salazar. We soon learned that comment was broad, not only referring to the Martin family, but to his dealership staff team and customers as well. Parts Manager Buddy Smith, who has worked at Martin for 35 years, expanded on this idea. “Other dealerships have a different mindset”, said Smith. “The Martins have always had a family atmosphere, and a ‘treat your customer like family’ attitude. That’s why I’ve stayed so long.”
Assembling a quality team in the workplace is one thing, but keeping them together in an industry known for significant employee turnover is another.
Asked about the key to maintaining the team, Salazar credited flexibility. “You have to be flexible—not only with the work schedule, but with work style and methods, because everyone has different needs and wants. We have to meet team member needs as well as customer needs.”
Part of the leadership philosophy leading to the success at Martin Chevrolet Buick GMC centers on being open and transparent with the customer. “Everything we have, we do online,” said Salazar. “There is one price. When you walk in here as a customer, you don’t get that annoying ‘car dealer vibe.’ We are friendly. Being a small-town dealer, our focus is on repeat customers and referrals. Some customers want to do deals completely online or completely by phone. We work with them. Also, we’re flexible–we’re not going to miss a deal over a couple of hundred dollars. We’re not going to use tricks or high-pressure tactics. We want to make sure the customer gets the vehicle they want. To be successful in the long run, we have to take care of every single customer.”
The Covid era presented a variety of challenges for the Martin dealership, with low inventory and limited part availability, as well as customer reluctance to trade or buy. The team set out to meet the challenges head on, creating a variety of tools to maximize efficiency. Salazar credited General Sales Manager Chris Gottselig and Inventory and Customer Experience Manager JC Phillips with creating and refining a spreadsheet that translated over to the dealer’s website to keep everyone up-to-date on vehicle status and availability. Martin also implemented a free delivery within 500-miles policy. During this period, many auto dealers began adding “market adjustment” upcharges, but Martin continued to sell their vehicles at or below MSRP. Salazar said, “We believe customers will remember this and come shop with us again. All of these changes are still in place and benefitting the customer.” Salazar notes that production and on-site inventory has increased, but inventory still remains a concern and many vehicles have to be ordered.
Service Manager Henry Shirley has been with Martin for nearly 20 years. He started working on the line in the Quick Lube area, then was foreman, before moving up to department manager. The goal in Martin’s service department is to make maintenance and repairs fast, clean, and easy. Skilled service advisors are ready to assist, and customers can walk-in or schedule appointments online.
Martin Chevrolet Buck GMC also has a collision center at the dealership–one of only a few dealers in the area to have a collision center attached to the dealership at the same location. Salazar commented, “Body Shop Manager Phil Hahn has probably one of the best painters in the state of Texas. He does a really great job. He also has plenty of great technicians. They do walk-ins as well as insurance claims. We do all of it here, and we can fix any unit—any year, make, and model—any color.”
With additional departments for fleet sales, pre-owned vehicles, and financing, Martin Chevrolet Buick GMC is a true one-stop-shop for automotive needs.
Concluded Salazar, “Buying a car sometimes can be frustrating. Part of my job is to coordinate with the sales team, the office, the finance department, and any other involved departments to make sure the customer is taken care of and that we meet all their needs and requirements. We try to make it as easy and as simple as possible. The customer is our priority.”
420 W Southline St
Cleveland, TX 77327
martingm.com
Main/Sales:(281) 592-2644
Service:(281) 592-4383
Fleet:(281) 593-1195
Body Shop:(281) 659-2436
Parts:(281) 592-5697
Text:(510) 491-9655
Postcards Magazine
936-293-1188
PO Box 690
Huntsville, TX 77342
