Bill Robertson Toyota Taking Practical Steps To Strengthen Workplace Culture

Article published in Motor Trader E-Mag - October 2026 Edition

Republished with permission from author, Jonathan Nash, Motor Trader Editor.

Finding good staff is one challenge; giving them reasons to stay is another. For automotive businesses, a competitive pay packet is only part of the equation. Feeling valued, having opportunities to develop and knowing support is available all help make a workplace somewhere people want to be. That is where a focus on people and culture comes in, shaping the experience of employees and helping businesses build teams that stick together and help the business grow.

The Bill Robertson Toyota (BRT) dealership in Gladstone is a leader in this area, having expanded its People and Culture program significantly, and investing in staff wellbeing, recognition and communication through initiatives designed to strengthen positive workplace relationships and to support its 70 employees.  It’s an approach that has earned national recognition, with Toyota Australia naming it the Best People and Culture Dealership in the rural dealer category earlier this year. New initiatives include a mental health care crew, an Employee Assistance Program (EAP), longevity rewards and a staff appreciation day – each of which builds on an already sterling reputation.

“We are renowned for being a happy workplace,” said Erin Robertson, Marketing, People and Culture Manager. “We get that comment from our customers, who see it through our interactions with our staff, but also by word of mouth through the business community.”  Erin, formally the  dealership's Marketing and Brand Manager, officially added people and culture responsibilities to her title this year, formalising the work she had been doing and kickstarting this steady stream of initiatives.  Amongst these is the Emerging Leaders program, which has seen certain individuals promoted as alternative contacts for staff who feel awkward approaching their immediate supervisor.

“We understand that sometimes people may not feel comfortable talking to their direct manager and may feel comfortable talking to somebody else,” said Erin.  Building relationships across departments is another priority. For a couple of years, the dealership has run what it calls Thriving Thursdays, scheduling time for employees to work alongside colleagues in other areas of the business. Staff can nominate someone they would like to work with and managers support and coordinate the arrangements. A parts employee, for example, might spend time with someone in sales.

“It gives a better insight into how people are doing things, and they can see the stresses involved that they might not noticed before,” said Erin. “It gives a better understanding of how people are working in their role in the business.”  Mental health support has also been strengthened through the new BRT Care Crew - staff who have completed a mental health first aid course. Posters around the dealership provide their personal mobile numbers so colleagues know who they can contact if they need some help.  The Care Crew also supports social activities outside work. A recent fun run provided an opportunity for employees to spend time together, with a lawn bowls event also planned.

“It's just a way to build relationships, get people talking outside the workplace and give them a safe environment to talk to people that have had that first aid/mental health training,” explained Erin.  Alongside that support, the dealership has also introduced an Employee Assistance Program through the Mindway App. BRT staff can access confidential counselling and practical wellbeing tools, including mindfulness activities and breathing exercises. Recognition, meanwhile, is supported through initiatives such as a staff appreciation day and the established Billy Hero Program – an award that recognises staff who go beyond their normal duties to support teammates and customers – while long service gets a nod through anniversary gifts as well as financial rewards at five-year milestones.

Ensuring her team has a safe and enjoyable work environment means Erin is always alert to innovations and initiatives that might help her build an even more welcoming workplace, and she recently participated in the initial intake of MTA Queensland’s Shifting Gears for Change program - a program supported by the Queensland Government which is designed to help automotive businesses build stronger, more inclusive workplaces.  The program’s four online masterclasses cover inclusive recruitment and workplace entry; pay equity and workplace structure; workplace culture and behaviour; and leadership, mentoring and retention.

Erin said that the Shifting Gears for Change program highlighted a number of initiatives she could incorporate at BRT. “It offered a great insight into a few areas that we hadn't touched on yet,” she said.  “Understanding bias was interesting,” she added. “I found that really useful for us as a business - to take a microscope to how we're doing things and making sure we're not bringing in unnecessary biases when we're recruiting .

“The other one that resonated was the 30, 60, 90-day touchpoints when you have new staff. What does onboarding look like and what are we doing as a business to ensure that we're supporting those new people into the workforce?  "So, there were some really good things for us to take from the program which we will look at doing.”   For Erin, investing in people and culture deserves the same attention businesses give to customers and marketing. If nothing else, a workplace in which people feel recognised and supported means staff retention will be strong – something every business can recognise as important to success.

“I think, traditionally, the motor vehicle industry . . . was never staff-focused," she said. "I think our people, our team, are equally as important as our customers and I would say to any business that they should be treating their staff the same.  “They need to be just as important as the money you're spending on marketing your business and what you're spending on investing in your customers . . . Your people are your investment and if your people aren't happy and healthy, then the business isn't going to thrive.”

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• The Shifting Gears for Change program is proudly supported by the Queensland Government.