Whether it is a first car, a vehicle to accommodate a growing family or a recreational SUV for road trip adventures, the staff at Northside Toyota has seen every car-related milestone in their 25-year history. While vehicle models and upgrades have changed over the years, the Palumbo family has ensured that excellence in customer service has remained their number one priority.
“It is definitely an accomplishment to reach 25 years in the business and while there have been ups and downs, we’ve stood the test of time and I think that is due to the relationships we have developed with our customers,” says Mario Palumbo, Dealer Principal. “We have a great customer base that supports us and we return that support by giving back to the community.”
The Palumbo family has been in the auto dealership business for 40 years. Mario’s father, Frank had his first foray into the auto dealer industry as a Toyota salesman, although it would be nearly 20 years, including selling with a competitor, before he bought the former Travelaide Toyota dealership.
“My Dad, Frank, started this business in 1995 and then I became involved, when I was still a university student back in 2001, and came on-board full-time by 2005,” says Mario who recalls his first job as a shuttle driver who brought customers to work while service technicians worked on their vehicles. Frank, who is president of the dealership, still has a daily presence and he and Mario continue in their family tradition of having a hands-on approach in doing business.
“We’re proud of our association with Toyota because we share a lot of the same values,” says Mario. “It is also a North American-built product and their two plants are in Ontario (Woodstock and Cambridge) so they really support the province of Ontario.”
Northside Toyota’s 40,000 square foot building has a significant footprint on Great Northern Road where it houses 15 service bays with an additional nine bays in the detailing shop. Upwards of 60 employees ensure that every aspect of car sales and service, new and used, is met.
Business as usual means adapting for clients
This year’s COVID pandemic has heightened their protocol towards health and safety of staff and customers. It is still business ‘as usual’ but with extra steps taken to ensure sanitization at every point of contact. Every hour, two staff members go throughout the facility to sanitize any common points of contact. For customers bringing in their vehicle for servicing, they simply drive in and work is conducted by staff wearing masks and separated with a plexiglass partition.
Every vehicle is sanitized before and following any servicing.
“We’re also giving a complimentary wash and vacuum of every vehicle and steering wheels are wrapped in disposable wrap,” says Mario. “We have a task team of managers who meet weekly to ensure we’re meeting health and safety practice, however, our biggest challenge in these COVID times has been in getting in new product.”
He explains that the manufacturers are working at reduced staffing levels, to allow for social distancing, so it has resulted in a reduction in turnaround.
It hasn’t met any reductions in promotions or much anticipated events at Northside Toyota. In conjunction with the 25th anniversary, they’re also featuring Red Tag days, their largest promotion and incentive of the year. They’re promoting 25 ways in 25 days to save. Customers purchasing a vehicle in October receive vehicle undercoating at no charge plus a choice of five other items such as a remote starter, free car washes or no-charge winter tires.
“We’re also doing daily draws while also donating to charity,” he says. “One lucky name will be drawn to win $250 and then we’ll match that amount with a charity of their choice.”
For those who aren’t comfortable going into a business, Northside Toyota provides valet service. A dealer representative will pick up and deliver a vehicle with the same stringent adherence to protocol.
“Whether it is due to wanting to socially distance or a matter of convenience, we’re also prepared to even handle a vehicle purchase in a virtual transaction,” says Mario.
If a community supports you, you give back
Mario believes if the community supports you, then it is your responsibility to give back to that community. The dealership has supported many local sports teams over the years, including the Greyhounds.
This past April, they donated $3,000 towards the purchase of baby monitors at the SAH so that any patients presenting with COVID symptoms could have socially distanced contact with health care staff within the hospital. Biannually, since 2009, a major golf tournament has raised funds to support the Cancer Society’s Wheels of Hope, a shuttle service that transports cancer patients to treatment in Sudbury. And coming up later this year, their annual “Fill the Tundra” brings the community together to donate dry and canned goods at Tundra vehicles parked at Pino’s, Rome’s and their showroom.
“We really want to thank our past, present, and even our future customers, not only for supporting a locally-owned and operated business but also in helping us in our efforts to help local organizations and agencies in meeting their goals in our community,” says Mario.
A virtual showroom of Northside Toyota, which is located at 803 Great Northern Road, can be found at northsidetoyota.com. Appointments for serving or sales can be made by calling 705 256-6266 or toll-free at 844-633-4572.