But in other ways they differentiate themselves from their competitors by doing away with sales staff, choosing to personally keep this vital customer service role for themselves. It’s a perfect fit for Bec: a self-described people person, with a background in travel consulting, who previously worked for Qantas managing the Wagga Wagga airport.
‘We always see our clients together,’ Bec explains, ‘and we really love working with our clients. That’s a big part of it; we didn’t want to lose that.’
Feedback has also revealed that their clients like the fact they get to deal with the business owners directly – they enjoy the dynamic of discussing ideas in a group during the early consultations and by then a positive rapport is usually well established to see them through the construction phase. Accordingly, PAH Innovative Construction tailored their business model around this important factor.
‘When people are shopping around they tell us they get a really good vibe from us as a team so that’s why they decide to build with us,’ Bec says. ‘We have hired people to support us in our roles so we would always be prominent and the face of our business.’
The strategy is paying off. PAH Innovative Construction was named the 2018 Professional Small Builder/Renovator at the HIA–CSR ACT & Southern NSW Awards, and much to Bec’s surprise, she herself took out the 2019 HIA Australian Business Partner award (partnered by B&D) earlier in the year.
‘I was ecstatic when I won, there were a lot of promising ladies in the mix. I did Google the competition beforehand,’ she laughs, ‘so I was very shocked. But it was really nice to be recognised for so many years of hard work.’