Driving Change with Ken Mills Toyota
Discover how Ken Mills Toyota is trailblazing a transformative path in the auto industry, turning traditional practices on their head. John Caruso learns about futuristic innovations and a redefined customer experience, exploring a daring drive for change!
Brett Mills, Dealer Principal at Ken Mills Toyota and chairman of the National Toyota Dealer Association, recently returned from an exciting trip to Paris, where he explored the innovative intersections of mobility and technology. While the allure of Paris and its Olympic festivities were captivating, the true highlight of Brett’s journey was the unveiling of groundbreaking concepts that are steering the future of transportation.
Among the innovations showcased was Toyota’s e-Palette, an autonomous electric vehicle platform designed to revolutionise how we move from point A to point B. The e-Palette can be adapted for various uses, from refrigerated transport to mobile retail units. Imagine ordering a pair of shoes online and having a mobile store like the e-Palette pull up outside your office during lunch! This is the next evolution of the click-and-collect experience. For Brett, seeing these technologies in action was not just a display of futuristic transport but a peek into the practical applications of such innovations in everyday life.
While Paris offered a glimpse into Toyota’s vision for the future, the true essence of Brett’s work and passion is evident back home at the dealership. A family-owned business with a long-standing reputation, it’s currently at the forefront of a significant transformation initiative aptly named “Driving Change.” At Ken Mills Toyota, the philosophy is simple yet profound, the old ways of doing things are no longer sufficient.
“The industry has been in a constant state of change, but sometimes we need to take a big leap rather than just incremental steps and this is one of those times,” Brett explains.
The core of this initiative is to align business practices with the evolving expectations of customers and employees. Brett and his team have recognised that the traditional approach to customer service and internal processes needed a significant overhaul to meet modern demands. This realisation wasn’t just about keeping up with industry trends; it was about fundamentally rethinking how they interact with their stakeholders.
One of the most telling examples of this transformation is the reengineering of the car buying process which had traditionally involved multiple processes and departments. Brett and his team have now streamlined the process by empowering their most experienced sales consultants to handle more aspects of the process directly, reducing the need for customers to be bounced between different departments.
“This has allowed us to speed up the sales process while still providing the necessary information and transparency that customers need,” Brett explained. “Our goal is to get people the information they need to make a decision quickly and efficiently, ideally within 15 to 20 minutes, rather than hours.”
This approach not only benefits customers but also enhances the working environment for staff. By delegating more responsibilities to seasoned consultants, the dealership fosters a sense of empowerment and trust among its employees. Brett’s leadership underscores a broader trend in the industry, acknowledging that change is not just about adopting new technologies but also about re-evaluating and refining long-standing practices to better meet the needs of all stakeholders.
Brett is already seeing positive changes with feedback from customers and staff indicating that the streamlined processes are making interactions smoother and more satisfying – a testament to the aim of “Driving Change,” to balance the needs of customers, employees, and the business itself. Reflecting on his recent trip to Paris and the innovative concepts he encountered, Brett sees a parallel with Ken Mills Toyota’s own journey.
“The e-Palette and other advancements showcase how technology can transform traditional systems. At Ken Mills Toyota, we’re taking a similar approach by embracing change and looking at how we can better serve our customers and staff,” he says.
It’s clear that “Driving Change” is more than just a catchphrase. It represents a genuine commitment to rethinking and refining the dealership’s practices to create a more dynamic, efficient, and customer-centric experience. Whether it’s through adopting new technologies or reimagining old processes, Brett Mills and his team are leading the way in setting new standards for the industry.
