June Trailblazer: Justin Choi

At Downtown Toyota, our service team is defined not just by technical ability, but by a culture of care, teamwork, and doing things differently. This month, we celebrate Justin Choi, our latest Trailblazer Award recipient, whose consistent work ethic and empathetic approach continue to elevate the customer experience.

Justin’s journey into the service department is grounded in his belief that success starts with intention. “I stay focused by staying organised and setting clear goals each day,” he explains. Each morning, Justin takes a few moments to prioritise his day, an approach that not only keeps him productive but reinforces Downtown Toyota’s value of purposeful service.

Thinking Differently in High-Pressure Moments

Like many service advisors, Justin balances walk-ins, bookings, and unexpected challenges, often all at once. But what sets him apart is how he responds. “I’ve learned to stay calm, prioritise communication, and remain solution-focused,” he shares.

That mindset was especially crucial when a customer returned after a poor experience two years prior. “I knew I had to approach the situation thoughtfully,” Justin recalls. Instead of rushing to fix things, he focused on active listening. By keeping the customer informed and genuinely heard throughout the process, Justin didn’t just solve a problem, he rebuilt trust. The customer later emailed management to thank him for restoring their faith in the dealership.

More Than a Job 

For Justin, the most rewarding part of the role is the sense of unity within the service team. He credits much of his growth to colleague and former Trailblazer Jethro, who helped train him early on. “We still bounce ideas off each other to keep growing,” Justin says. That collaborative spirit reflects what Downtown Toyota stands for. “It’s more than just a job, it’s a culture,” he adds. “’Because we’re different’ isn’t just a slogan, it’s how we work together.”

As a Service Advisor, Justin often serves as both the first and last point of contact for customers. “Creating a positive, transparent experience directly builds trust and long-term loyalty,” he explains. His approach echoes a lesson from co-managing a social football team, “if one person runs less, the other ten have to run twice as much.” For Justin, success is always a team effort.

Humility, Growth, and Forward Momentum

Relocating from New Zealand and transitioning into a new industry environment taught Justin the value of humility and adaptability. “Even with my management background, I knew I had to start fresh,” he reflects. This perspective allows him to bring both experience and openness to learning into his daily work.

His advice for new team members? “Listen more than you speak, build relationships, not just transactions, and stay curious.” It's a mindset that has helped him stand out in a competitive industry.

Vicki Baldwin, Assistant Service Manager & Mobile Service Manager, agrees adding that “Justin is a true trailblazer and has made an outstanding impression as a new team member, quickly grasping the challenges of our service department processes with confidence and professionalism. Justin’s ability to adapt and learn so quickly has been nothing short of impressive. It’s been an absolute pleasure getting to know Justin and to work alongside him, he’s been an asset to the team from day one.”

Driven by Passion, On and Off the Clock

Outside the dealership, Justin stays connected to his passion through a small but growing YouTube channel focused on cars, accessories, and installations. With over 2,700 subscribers, it’s become a creative outlet and a way to engage with fellow enthusiasts.

When he's not filming, Justin enjoys exploring Brisbane with his wife and two children, making the most of markets, weekend drives, and the vibrant lifestyle that comes with their move from New Zealand.

Looking Ahead

Whether it’s expanding his technical knowledge or stepping into leadership, Justin is focused on continuing to grow within Downtown Toyota. His consistency, creativity, and deep care for customers make him not just a valued team member, but a true reflection of what makes our dealership different.

“I take pride in showing up every day with focus, drive, and a commitment to doing the job right,” he says. And that’s exactly what the Trailblazer Award is all about.