Excelling in customer satisfaction
Summit Toyota of Akron exceeds the standard in all areas of the dealership
Summit Toyota of Akron is a short drive from anywhere in northeast Ohio. A new state-of-the-art facility at 1535 Vernon Odom Blvd. was built in 2015. Photos by TERRY BRLAS
AKRON – Any dealership can sell you a vehicle. The difference is the people. Many car dealerships talk the talk, but Summit Toyota of Akron walks the walk.
Last year, the staff at Summit Toyota earned the company’s President’s Award. It is the highest honor that is bestowed upon a Toyota dealership. Only 10 percent of Toyota dealerships in the country earn this accolade. In order to qualify, Toyota dealerships must excel in a number of different categories, including sales satisfaction, service satisfaction, market share attainment, vehicle delivery excellence and employee training and certification.
Dealerships must meet or exceed the standard in all areas of dealership performance in order to qualify for this award. Those that meet the requirements in all categories receive name badge recognition at all dealer events, national recognition and more.
“Our employees are good people. Our customers notice that,” said General Manager T.J. DiSanto. “I know a lot of businesses say they will give the best customer service, but here it really happens.”
Treating the customer right
Formerly Montrose Toyota, the dealership was purchased by a local group, including Dan Pyle, the current majority owner, in 2012. DiSanto, a long time veteran of the industry, joined the Summit team shortly thereafter. Summit built a new, state-of-the-art facility on Vernon Odom Boulevard, which opened in October 2015.
Staffed almost exclusively with veteran customer service professionals, the sales department has remained largely intact since Summit opened their doors. While many dealerships suffer from high turnover in their sales departments, Summit has made a point of building a team of salaried sales professionals that enjoy working together in the low-stress Summit environment. The average tenure of the sales staff is more than nine years with this franchise. This is what sets Summit Toyota apart from the average dealership. They care about their people, as well as their customers, and it shows. Customers of Summit are able to see and deal with the same people year after year, which builds an environment of care and trust that simply cannot be replicated at most other dealerships.
“I take a lot of pride in us being at a different level than the car business in general as far as customer care.” DiSanto said. “You have to take care of the customer and retain them in both sales and service. We try to be innovative with technology by sending videos to customers as opposed to quick emails.”
When you enter the showroom of Summit Toyota, employees will greet you with a friendly welcome. Then, you are free to roam.
If you need questions answered a knowledgeable sales associate is there for you. There is no need to worry about high-pressure sales tactics at Summit Toyota.
“Our salespeople are all salaried. They have a steady income and that comes back to helping the customer and takes pressure off that salesperson,” DiSanto said. “We are very transparent. When I’m talking to a customer about money and financing, I’ll turn my (computer) screen around and show them the numbers.”
Giving back
Summit Toyota donates to various school projects, youth sports organizations, police charities and church fundraisers. The dealership also sponsors the annual PorchRokr Music and Arts Festival in Akron’s Highland Square. This year’s PorchRokr will be held Aug. 19.
PorchRokr transforms the verandas of one of Akron’s most historic and eclectic neighborhoods into a collection of art studios and concert venues for the day. Thousands of locals and out-of-towners rock out to some 130 diverse musicians and artists, using both area residences and business establishments as their personal stage. The festival rotates each year among four sections of Highland Square to encourage spontaneous interaction among all its neighbors.
Service beyond compare
Summit Toyota services all makes and models. One particular perk of having your vehicle serviced here is that of a free loaner.
“If we have to keep your vehicle for any reason, take a loaner at no cost,” DiSanto said.
Summit Toyota has two shops with 13 total bays, in addition to an alignment rack and car wash. The technicians are at the top of their craft. Today’s cars and their computer systems require them to go through constant training.
“These guys go through more schooling than your average doctor,” DiSanto said. “It’s constant re-certification. There are over 20 ECUs (computers) on your average Toyota. This is more technology than the first spacecraft that landed on the moon.”
A laser checks tires when a car is first driven into the shop to determine a good, better and best tire for that particular vehicle.
“We like to show you what you don’t need. This helps us do that,” DiSanto said.
Peg Barker purchased a Prius hybrid from Summit Toyota. She travels to Charleston, S.C., where her son and daughter-in-law reside, on a frequent basis.
“That car has been good to me and I want to be good to it,” she said. “T.J’s a good guy about standing behind this vehicle. He displays really good customer service.”
Quality, resale value and more
A car is an investment. You want that investment to hold its value. Toyotas hold their resale value better than most vehicles in the market.
“If you lease a truck from Toyota, like the 4Runner or Tundra, three years down the road when you turn it in you’ve got equity to apply to your next lease. You don’t have that with other manufacturers,” DiSanto said.
The Camry is the top midsize car on the market for 2017, according to U.S. News and World Report. It ranked No. 1 for its comfortable interior and reliable performance. The reliability score is based on the J.D. Power and Associates Vehicle Dependability Study rating.
Want to go green? The Toyota Prius was rated the top compact hybrid by U.S. News and World Report. The online report stated, “The car that pioneered the hybrid movement and has defined fuel-efficiency for four model generations still stands tall as an innovative green machine. Its fuel economy in our tests was a staggering 52 mpg overall—the highest we’ve ever recorded in a car that doesn’t plug in.”
You can also have peace of mind at Summit Toyota should you be looking for a previously owned vehicle. Pre-owned vehicles are put through a 60-point inspection. Hybrids are put through a 164-point inspection.
Summit Savings Program
The Summit Savings Program offers peace of mind with every purchase. The staff at Summit Toyota is devoted to safety and dependability. Proper vehicle maintenance is important to both.
A complimentary, worry-free maintenance plan comes with every qualifying purchase.
The Summit Savings Program includes 2 years/25,000 miles of Toyota Care with oil and filter changes, tire rotation and multipoint inspection, plus an additional 3 years/25,000 miles of regularly scheduled oil and filter changes and multipoint inspections.
The program also features 24-hour roadside assistance, which covers lockout protection, flat tire changes, jump starts, fluid delivery and towing.
Summit Toyota offers a lifetime guarantee on pre-owned vehicles with fewer than 90,000 miles and less than 10 years from the original service date. Simply maintain your pre-owned vehicle at Summit Toyota in the manner the manufacturer recommends and enjoy unlimited coverage.
Location, hours
Summit Toyota of Akron is located at 1535 Vernon Odom Blvd. Call 888-701-2383 for sales, 888-753-3273 for service or 888-770-5240 for parts. Sales department hours are Monday, 11 a.m. until 4 p.m.; Tuesday through Thursday, 9 a.m. until 8 p.m.; Friday and Saturday, 9 a.m. until 6 p.m., and Sunday, 11 a.m. until 4 p.m. The service and parts departments are open Monday through Friday, 7:30 a.m. until 6 p.m., and Saturday from 8 a.m. until 5 p.m., closed on Sunday. Visit www.summittoyotaofakron.com for more information.
Last year, the staff at Summit Toyota earned the company’s President’s Award. It is the highest honor that is bestowed upon a Toyota dealership. Only 10 percent of Toyota dealerships in the country earn this accolade. In order to qualify, Toyota dealerships must excel in a number of different categories, including sales satisfaction, service satisfaction, market share attainment, vehicle delivery excellence and employee training and certification.
Dealerships must meet or exceed the standard in all areas of dealership performance in order to qualify for this award. Those that meet the requirements in all categories receive name badge recognition at all dealer events, national recognition and more.
“Our employees are good people. Our customers notice that,” said General Manager T.J. DiSanto. “I know a lot of businesses say they will give the best customer service, but here it really happens.”
Treating the customer right
Formerly Montrose Toyota, the dealership was purchased by a local group, including Dan Pyle, the current majority owner, in 2012. DiSanto, a long time veteran of the industry, joined the Summit team shortly thereafter. Summit built a new, state-of-the-art facility on Vernon Odom Boulevard, which opened in October 2015.
Staffed almost exclusively with veteran customer service professionals, the sales department has remained largely intact since Summit opened their doors. While many dealerships suffer from high turnover in their sales departments, Summit has made a point of building a team of salaried sales professionals that enjoy working together in the low-stress Summit environment. The average tenure of the sales staff is more than nine years with this franchise. This is what sets Summit Toyota apart from the average dealership. They care about their people, as well as their customers, and it shows. Customers of Summit are able to see and deal with the same people year after year, which builds an environment of care and trust that simply cannot be replicated at most other dealerships.
“I take a lot of pride in us being at a different level than the car business in general as far as customer care.” DiSanto said. “You have to take care of the customer and retain them in both sales and service. We try to be innovative with technology by sending videos to customers as opposed to quick emails.”
When you enter the showroom of Summit Toyota, employees will greet you with a friendly welcome. Then, you are free to roam.
If you need questions answered a knowledgeable sales associate is there for you. There is no need to worry about high-pressure sales tactics at Summit Toyota.
“Our salespeople are all salaried. They have a steady income and that comes back to helping the customer and takes pressure off that salesperson,” DiSanto said. “We are very transparent. When I’m talking to a customer about money and financing, I’ll turn my (computer) screen around and show them the numbers.”
Giving back
Summit Toyota donates to various school projects, youth sports organizations, police charities and church fundraisers. The dealership also sponsors the annual PorchRokr Music and Arts Festival in Akron’s Highland Square. This year’s PorchRokr will be held Aug. 19.
PorchRokr transforms the verandas of one of Akron’s most historic and eclectic neighborhoods into a collection of art studios and concert venues for the day. Thousands of locals and out-of-towners rock out to some 130 diverse musicians and artists, using both area residences and business establishments as their personal stage. The festival rotates each year among four sections of Highland Square to encourage spontaneous interaction among all its neighbors.
Service beyond compare
Summit Toyota services all makes and models. One particular perk of having your vehicle serviced here is that of a free loaner.
“If we have to keep your vehicle for any reason, take a loaner at no cost,” DiSanto said.
Summit Toyota has two shops with 13 total bays, in addition to an alignment rack and car wash. The technicians are at the top of their craft. Today’s cars and their computer systems require them to go through constant training.
“These guys go through more schooling than your average doctor,” DiSanto said. “It’s constant re-certification. There are over 20 ECUs (computers) on your average Toyota. This is more technology than the first spacecraft that landed on the moon.”
A laser checks tires when a car is first driven into the shop to determine a good, better and best tire for that particular vehicle.
“We like to show you what you don’t need. This helps us do that,” DiSanto said.
Peg Barker purchased a Prius hybrid from Summit Toyota. She travels to Charleston, S.C., where her son and daughter-in-law reside, on a frequent basis.
“That car has been good to me and I want to be good to it,” she said. “T.J’s a good guy about standing behind this vehicle. He displays really good customer service.”
Quality, resale value and more
A car is an investment. You want that investment to hold its value. Toyotas hold their resale value better than most vehicles in the market.
“If you lease a truck from Toyota, like the 4Runner or Tundra, three years down the road when you turn it in you’ve got equity to apply to your next lease. You don’t have that with other manufacturers,” DiSanto said.
The Camry is the top midsize car on the market for 2017, according to U.S. News and World Report. It ranked No. 1 for its comfortable interior and reliable performance. The reliability score is based on the J.D. Power and Associates Vehicle Dependability Study rating.
Want to go green? The Toyota Prius was rated the top compact hybrid by U.S. News and World Report. The online report stated, “The car that pioneered the hybrid movement and has defined fuel-efficiency for four model generations still stands tall as an innovative green machine. Its fuel economy in our tests was a staggering 52 mpg overall—the highest we’ve ever recorded in a car that doesn’t plug in.”
You can also have peace of mind at Summit Toyota should you be looking for a previously owned vehicle. Pre-owned vehicles are put through a 60-point inspection. Hybrids are put through a 164-point inspection.
Summit Savings Program
The Summit Savings Program offers peace of mind with every purchase. The staff at Summit Toyota is devoted to safety and dependability. Proper vehicle maintenance is important to both.
A complimentary, worry-free maintenance plan comes with every qualifying purchase.
The Summit Savings Program includes 2 years/25,000 miles of Toyota Care with oil and filter changes, tire rotation and multipoint inspection, plus an additional 3 years/25,000 miles of regularly scheduled oil and filter changes and multipoint inspections.
The program also features 24-hour roadside assistance, which covers lockout protection, flat tire changes, jump starts, fluid delivery and towing.
Summit Toyota offers a lifetime guarantee on pre-owned vehicles with fewer than 90,000 miles and less than 10 years from the original service date. Simply maintain your pre-owned vehicle at Summit Toyota in the manner the manufacturer recommends and enjoy unlimited coverage.
Location, hours
Summit Toyota of Akron is located at 1535 Vernon Odom Blvd. Call 888-701-2383 for sales, 888-753-3273 for service or 888-770-5240 for parts. Sales department hours are Monday, 11 a.m. until 4 p.m.; Tuesday through Thursday, 9 a.m. until 8 p.m.; Friday and Saturday, 9 a.m. until 6 p.m., and Sunday, 11 a.m. until 4 p.m. The service and parts departments are open Monday through Friday, 7:30 a.m. until 6 p.m., and Saturday from 8 a.m. until 5 p.m., closed on Sunday. Visit www.summittoyotaofakron.com for more information.