Fixed Ops Journal - February 2022 - F6

FIXED OPS JOURNAL
PERSEVERANCE PAYS OFF
Fixed ops director aims to instill ambition in next-generation staffers
I
NICK LATINO
GUEST COLUMNIST
've always prided myself on
my work ethic and my
perseverance. Both have
made me the professional I
am today.
I needed both my fi rst day in 2012
as the fi xed ops director at a New
Jersey Toyota store. Th e day before I
started, Hurricane Sandy hit the
area. When I walked in that fi rst day
- OK, waded - there was 4 feet of
water in the shop and no power. I
had faced adversity in the past and
persevered, but the situation made
me wonder if I could do it again.
In two weeks, we were able to get
the facility up and running -
thanks to portable trailers and a lot
of plywood. Th e waiting area was
cold, but we served bagels and hot coff ee.
To my surprise, customers showed up - even some who followed me
from my old store.
What didn't surprise me was why they showed up. Th ey felt valued
and heard, and this new dealership team was reliable and ready to help
them.
My perseverance was shining through in a way I had never
experienced and became a foundational model for the staff . Th ere was
no drama. No one quit. We all worked together. We were a team.
I've had to overcome many obstacles throughout my life. I am a fi rstgeneration
American who went to elementary school more profi cient
in Italian than English.
I left school at 16 to become a diesel engine mechanic. Days were
long, the work was hard, and I loved it. After 12 years, I went to work for
a food supplier and settled into a management role. I enjoyed the work
but felt unfulfi lled.
Because I had always loved the automotive industry, I decided to
open a repair shop with a friend. We had a steady stream of customers,
mostly immigrants who worked as limo drivers in New York City. But
the Sept. 11, 2001, attacks impacted their work and eventually ours. We
were forced to close the doors by year's end.
I was hesitant to work at a dealership because I wasn't familiar with
the day-to-day duties and was concerned about whether I could
PAGE 6 FEBRUARY 2022
adjust to the culture.
Nevertheless, I took a job as a
service writer at Prestige
Toyota of Ramsey in New
Jersey. I quickly realized I not
only found it fascinating, but
also fulfi lling.
I later became a service
manager and started a
business development center
to increase our outreach to
customers. But after 10 years,
I felt the need for a new
challenge.
After Prestige Toyota, I took a
job as fi xed ops director at
Hackensack Toyota. It was a
well-functioning shop with a
veteran staff .
But instead of cruising, I was
Words of wisdom
5 pieces of advice Nick
Latino would give his younger
self:
1. Remember where you
came from. It is the strength
of your individual foundation.
2. Nothing comes easy or
free.
3. Don't settle. There is
always something greater to
fi nd.
4. If you don't try, you will
never know how great you
could be.
5. Stay on course and be
patient.
fueled to grow more. I was
driven by the impact I could have on not only a company, but all
employees within the automotive industry. I discovered the more I
created an environment where employees felt valued and part of the
decision-making, the more productive they became.
Inspired by this, I pursued my general manager license through the
NADA Academy, graduating as president of my class. In my wildest
dreams, I never would have expected my perseverance to have taken
me this far. It was unimaginable.
My challenge today is to create the drive, the itch, the perseverance in
a whole new generation of techs, writers and managers. I encourage
them daily to dig deep and fi nd the dedication and ambition to make a
diff erence. To be the writer whom the customer asks for by name, the
manager who keeps the department in the green.
Th ere's a well-known quote from poet Maya Angelou that I encourage
my staff ers to remember and follow each day:
" I've learned that people will forget what you said, people will
forget what you did, but people will never forget how you made them
feel. "
Nick Latino is fi xed ops director at Parkway Toyota
in Englewood Cliff s, N.J.
Fixed Ops Journal - February 2022

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