Trailblazer Spotlight: Katina Lehnert, Guest Experience Specialist

At Downtown Toyota, we believe our people are the driving force behind our success. This month, we’re thrilled to celebrate one of our most dedicated team members, Katina Lehnert, the latest recipient of our Trailblazer Award. With her unwavering commitment to customer experience, knack for creative problem-solving, and generous team spirit, Katina exemplifies what it means to go above and beyond.

Fuelled by Focus (and Coffee)

Katina’s days are powered by two things: strong coffee and a stronger sense of purpose. Known for her meticulous time management and love for to-do lists, she stays on top of daily tasks with admirable consistency. But what really keeps her motivated? “I set high expectations for myself,” she says. “I wouldn’t be happy doing a task halfway.”

Creative Problem-Solving in Every Interaction

Customer-facing roles can come with unexpected challenges, but Katina tackles them with empathy and adaptability. “One of the toughest parts of my job is managing different personalities, you have to adjust,” she explains. Her empathetic nature means she often goes above the call of duty, thinking about the customer’s needs beyond the surface level. “No two customers are the same. Every day, I have to get creative with how I help them.”

This creativity shines through in the way she turns problems into positives. “I love when a situation starts off difficult but ends well, that outcome brings me joy,” Katina says. It’s that results-driven mindset that makes her a true asset to the Downtown Toyota team.

Driving Customer Experience Forward

For Katina, customer experience (CX) is everything. “How a business handles a problem defines its success. Acknowledging mistakes and making the effort to fix them builds trust and loyalty,” she says. She sees her work as directly impacting customer retention, and in turn, the long-term success of the dealership.

Confidence, Growth & Grounded Advice

Since joining Downtown Toyota, Katina has grown in both confidence and presence, especially when it comes to public speaking and engaging with a wide range of people. Her advice to newcomers? “Slow down. Don’t take frustration from customers personally. Understand their situation, and remember, it’s not about you, it’s about what they’re going through.”

A Culture of Care

Katina credits much of her success to the supportive culture at Downtown Toyota. “It feels like family here. You’re never alone, there’s always someone who’ll listen or lend a hand,” she shares. It’s this environment that empowers her to bring her best to work every day. Katina’s short-term goal is simple but powerful: achieve the best customer experience scores yet. And knowing her drive, we’re confident she’ll get there. Outside of work, she enjoys nothing more than winding down in the kitchen with her fiancé, whipping up slow-cooked roasts, homemade pizzas, and rich lasagnas from scratch. It’s a different kind of satisfaction, but one that still reflects her passion for care, detail, and meaningful results.