The challenge 

How to encourage consistent, inclusive practices across this diverse and decentralised landscape, without imposing a one-size-fits-all solution. Toyota knew that building a more inclusive environment could lead to better staff experiences, stronger customer relationships, and ultimately, improved performance. But they also knew they couldn’t do it alone.​​​

The
approach

​This is Milk began working closely with Toyota’s central change and transformation team, alongside HR leadership, to shape a strategy that would genuinely resonate with dealerships. The key was to position inclusion not as a compliance issue or a “tick-box exercise,” but as a pathway to high performance—a strategic imperative that every dealership could get behind. Together, we explored how inclusive practices could improve hiring, team dynamics, leadership, and customer service. ​

Some of the focus areas included: 
Psychological Safety – helping teams create environments where people feel safe to speak up, contribute, and thrive 

Inclusive Recruitment Toolkits – practical, ready-to-use resources for attracting and selecting diverse talent 

Tech for Inclusion – exploring how technology can reduce barriers for both staff and customers 

Training for Leading Diverse Teams – building confidence and capability in inclusive leadership 

The Business Case for Inclusion – showing how happier teams lead to happier customers—and better business outcomes

Reality on the
​ground

Understandably, not every dealership saw inclusion as a priority. We heard comments like:
​

“We’re too busy to look at recruitment procedures.”

“We already have diversity—we’ve got one woman, and she’s brilliant.”

“This stuff’s important, but we don’t have time for it.”

These responses were honest—and typical of organisations under pressure to deliver results quickly. That’s why the strategy focused on meeting people where they are, using the language of performance and improvement rather than policy and compliance.

What we've
done so far

​​Since early 2024, This is Milk and Toyota have been laying the foundations for meaningful change:
 - Reframed EDI as a high-performance strategy to spark engagement across dealerships
 - Introduced psychological safety as a gateway to inclusion and better team performance
 - Provided expert support around inclusive practices, neurodiversity, and change communications

We’re now working with Toyota to scope out the full strategy and roadmap, which includes:
 - A recruitment toolkit packed with templates and guidance for inclusive hiring
 - A Tech for Inclusion package to help dealerships easily adopt supportive tools for staff and customers
 - A training programme designed to develop inclusive, high-performing teams through the lens of psychological safety

What’s
next 

The next phase will bring in voices from across the business—co-creating solutions with internal teams and dealership staff. By building with, not just for, the people who’ll be using these tools, Toyota is setting the stage for real, lasting impact. This work is more than a diversity campaign. It’s about changing mindsets, growing leadership capability, and helping every dealership see the value of inclusion—not as an extra, but as a core part of doing business well.