Melton Toyota celebrates 50 years
When the Harrison family commenced trading as Melton Toyota in February 1973 it is doubtful they could have imagined just how far the journey would take them.
Keith Harrison ran the local Shell service station and was initially approached by Toyota to, “sell a few cars on consignment”.
Keith did so well that Toyota asked him if he would consider a franchise to represent Toyota in Melton, and J & K Harrison Motors was born.
Today, by size, Melton Toyota is Victoria’s largest Toyota dealership and Melbourne’s most recommended dealership in Toyota’s Guest Experience surveys for nine out of the past 11 years.
When we met with Grant Harrison at Melton Toyota last week, he explained that, “many successful dealerships across all brands are sold to corporate entities. We’re different and we are our proud that the business remains a local family-run business to this day”.
Entering the Melton Toyota showrooms there a few things that stand out, showing just how important the local history element, customer connection and a positive customer experience are for Melton Toyota.
Among impeccably polished and detailed cars sits a grand piano which Grant tells us is often used by his staff, and by customers, and the feedback has been that customers enjoy the relaxed ambiance that the music creates while they explore the showroom.
Grant proudly acknowledges that the wall décor, which until recently consisted of multiple large-scale images of cars and Toyota branding, has been updated this year with historic images of local landmarks and Melton buildings, with the support of the Melton Historical Society.
“People know what we do, we’re Melton Toyota, we don’t need to tell them that all the time. I think it’s much more important to put something up that makes people feel good and that shows our connection to the City of Melton.”
Grant Harrison, Managing Director Melton Toyota
As we move on to the workshop customer service area, Grant points to a new desk.
“I am currently recruiting for a Guest Loyalty Manager, someone who can manage and utilise our CRM data and enhance the guest experience and journey,” he says.
“We are a big local employer with close to 60 staff across the organisation. This role will be fundamental as we continue to grow our culture that is based on being present in the moment and delivering a five-star hospitality experience, we’re in the hospitality business, we just happen to sell an automotive product.”
As we move down the corridor connecting the showroom with the guest lounge Grant is also quick to point out a large room on the left.
“I am currently converting this storage room into a cinema room,” he says.
“We will be able to offer guests the most comfortable guest lounge environment and to have a space where kids can enjoy themselves while the parents look at our range.”
During the second part of our site tour, we move across the outdoor yard which conceals the new, 200,000L, underground rainwater harvesting tank. The area is flanked by the old and new building and two rooftop solar panel arrays with a total output capacity of 140kW.
Melton Toyota’s new 4500sqm facility (on the left) is focused on sustainability.
The rainwater tanks allow Melton Toyota to run their carwash operation entirely on rainwater while solar panels, in conjunction with a building design that maximises natural light, and the use of heat-diffusing glass and motion control sensors in low traffic areas, make Melton Toyota a highly sustainable organisation.
Grant explains, “the new building is very much an investment into our future here in Melton, it gives us capacity to grow our business as the population of Melton and surrounding suburbs increases.”
“In addition to more showroom space, it also provides brand new workshop areas including a professional window tinting room, mezzanine tyre storage, tyre fitting and service bays and a Toyota factory-backed paint lab and paint area.
“Customers often drop off their car for a service and we give them a courtesy call to let them know we can fix a few paint jobs while the car is here, at a competitive price. They appreciate it, it’s a no brainer!”
With recruitment currently underway for multiple roles across the organisation, Grant also offered to show us some of the facilities that are available to staff. This provided a perfect end to our tour, and we were certainly impressed by Melton Toyota’s staff excellence recognition program, the staff photo wall and the upstairs staff sports bar.
You can watch a short video from the official Melton Toyota 50th Anniversary event that took place earlier this year on Youtube.
Be sure to also keep an eye out for the new Toyota TV commercial, shot on-site at Melton Toyota and featuring many places in and around Melton that will look familiar to our local Venture Melton Business network members.
We are certain that Melton Toyota have a bright future ahead of them and we applaud Grant and his team for their approach to customer service, sustainability, staff wellbeing and for embracing innovative mobility concepts such Kinto car rental, which is available at Melton Toyota which is already proving popular with many members of the Melton community.
From the Venture Melton team we would like to say a warm congratulations, well done and “oh what a feeling” on 50 years of business excellence to Melton Toyota and the Harrison family members behind this inspiring and thriving organisation.