With drivers keeping their vehicles longer than ever, Parkway Toyota’s service department is finding new ways to meet the needs of high-mileage customers. Fixed Operations Director at Parkway Toyota, Nick Latino, joins us on today’s episode of Service Drive to outline how the dealership’s success comes down to training, communication, and strong customer relationships.
“I think it's a really good thing for all of us. If you can capture the market, it’s a great thing.”
Latino explains that although the limited inventory of new cars has extended vehicle ownership, it has also provided consistent business for service departments. For example, Parkway Toyota stays competitive by using coupons, proactive outreach, and flexible scheduling to encourage customer return.
Teamwork and training
At the core of the department’s success is a culture of teamwork and communication. Latino holds regular meetings with service advisors, the “front line” of the business, to discuss trends, customer needs, and training opportunities. He believes ongoing education ensures advisors can identify issues early and guide customers toward the best repair decisions.
Parkway Toyota also emphasizes collaboration across departments. Latino believes that the service and used-car teams should collaborate closely when customers choose to trade in their vehicles rather than repair them. “All the departments have to be on the same page,” he said, emphasizing that teamwork allows the dealership to move vehicles quickly and efficiently.
Despite the industry-wide technician shortages, Parkway Toyota has maintained a full staff by promoting from within. “We grow our own,” Latino says, adding that express technicians are trained and developed into full techs through ongoing Toyota programs. He acknowledges it takes time and investment, but the payoff is long-term stability and morale.
Relationship and culture
Additionally, customer retention remains a top priority, especially as competition from independent shops intensifies. For Latino, he monitors pricing from national chains like Pep Boys and Walmart to ensure Parkway Toyota stays competitive. He uses grid pricing and targeted coupons to attract customers while emphasizing the dealership’s advantage in OEM parts, warranty coverage, and workmanship guarantees.
Nevertheless, effective communication has also been key to Latino’s team, as they rely heavily on text messaging to keep customers updated and encourage quick responses. The service department offers no-appointment service, loaner cars, and shuttle options to maximize convenience.
When asked about the recent 100% tariff on Chinese goods, Latino said Toyota has absorbed most of the increased costs, preventing major price spikes for dealers and customers. “It hasn’t impacted us the way people might think,” he said, crediting the automaker’s foresight and supply chain management.
Latino attributes Parkway Toyota’s consistent performance to its customer-first mindset and stable workforce. Many of his longtime customers have followed him across dealerships, some even bringing their children as new clients. “It’s all about relationships and trust,” he said.
He closed the interview on a lighter note, joking about his New York Yankees loyalty and good-natured rivalry with customers wearing Boston Red Sox gear in the service lane. His humor and energy, he said, reflect the positive culture that drives Parkway Toyota’s fixed ops success.
