With more customers holding onto their vehicles longer, fixed operations remains a critical revenue driver for dealerships. At Parkway Toyota, Fixed Operations Director Nick Latino has refined his approach to service, retention, and profitability by focusing on customer satisfaction, streamlined processes, and adapting to industry changes. In this episode of Inside Automotive, he shares insights on what makes a fixed ops department thrive, the importance of customer experience, and the strategies Parkway Toyota uses to stay ahead.
A strong fixed ops strategy starts with retention. At Parkway Toyota, maintaining customer loyalty is a top priority, achieved through consistent follow-ups, personalized interactions, and leveraging technology to enhance the service experience. Customers who feel valued and informed are more likely to return, reinforcing the dealership’s long-term success.
Efficiency plays a crucial role in profitability. Optimized scheduling, reduced wait times, and a well-trained team ensure that service is both high-quality and timely. Technician productivity is a key factor, with an emphasis on minimizing downtime and improving workflow. By keeping processes streamlined, the service department maximizes output while maintaining customer satisfaction.
Industry challenges, such as parts shortages and labor fluctuations, require adaptability. Diversifying parts sourcing and offering competitive incentives have helped Parkway Toyota navigate supply chain disruptions and retain skilled technicians. Adjusting strategies in real-time has been essential to maintaining a strong fixed ops department.
Customer satisfaction drives every decision. Online reviews and direct feedback shape policies, ensuring that transparency and clear communication remain at the forefront. A customer-first approach is non-negotiable, reinforcing the dealership’s reputation and fostering long-term relationships.
"Once I get them in, I wow them. Whatever you need to do, give them a free oil change. Give them whatever you need to do to get them back in the door the second time." – Nick Latino
