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When Nick Latino took the position as parts and service director at Toyota of Hackensack in late October2012, he had no idea how challenging his first week on the job would be. Hurricane Sandy had just hit and caused so much damage to the area, including the dealership, which was forced to close for 10 days.
“There was no power, no customers, and a lot of work ahead of us,” Latino recalled. “But I have never worked alongside of a more dedicated and hard-working group of people. We have really brought this dealership to the next level.”
Today, that commitment to rebuild and improve has paid off as Toyota has established itself as one of North Jersey’s most customer-centric service centers.
“We have made changes and our customer satisfaction index has consistently been in the green,” Latino said. “Because of our very competitive prices and courteous staff, our customer retention is excellent. We have received tremendous feedback from our customers through e-mails and daily surveys about our professionalism and our new and improved look.”
For added convenience, the service center is now open from 7 a.m. to noon on Sundays, and every vehicle receives a complimentary alignment check.
“We make it a point to treat every customer as our guest,” Latino said. “All of us have the customer’s best interest in mind.”
Latino also said that customers concerned about recalls of their Toyotas are invited to e-mail firstname.lastname@example.org and the service center will research the Vehicle Identification Numbers to determine if the vehicles are affected.
“Even with the initial challenges, taking this job was the best move I ever made in my life,” Latino said. “It’s a truly a family business here.”
Toyota of Hackensack is located at 278 River St. Service: 888-708-1150. Parts: 888-708-1202. For more information, visit http://www.toyotaofhackensack.com.