We all love a hot lead.

The phone rings, someone wants to build.

They’ve got land, maybe even a floorplan they found online and a Pinterest board ready too. You drop what you’re doing, scribble down a few notes, chase up pricing, maybe book a site visit or get on the blower with your estimator. Next thing, you’re quoting, tweaking, following up.

It’s full-on, but it’s exciting.

New work feels good, like something’s happening, like the business is moving.

Today, we want to look at what happens after you hand over the keys.

Let’s be real though, no one gets excited about talking maintenance, except for the rare few.

If you’ve been around long enough, you’ll know this, the way you show up after the job is done can matter more than how you showed up during the build. More and more builders are clocking onto that. Some are even building whole teams around it. One of them is Chris Baptista, founder of HOMES by CMA, and if you listened to his interview and you’ve seen how his business has grown, from one spec home in 2009 to $150 million in sales, you might want to take notes.

There are many factors contributing to Chris’ successes, but it’s the aftercare that really stood out to us recently.

“We’ve got three maintenance guys and a maintenance admin. We very often get a five-star review from these maintenance jobs,” Chris said.

“Even if we don’t have to do it, we still show up. Because I want to be different.”

He’s not alone.

What happens when the client’s in the house after a hot summer or a couple of storms, or the paint starts to peel, or they spot a hairline crack in the ceiling?

That’s where the real story starts. That’s where you find out whether your brand has staying power, or not.

That’s where most builders either earn a lifelong client referral base, or get stuck in a rut.

Maintenance isn’t just fixing a few cosmetic things.

It’s about backing your build. It’s about showing up when the honeymoon phase is over. For most clients, it’s the moment they decide whether to recommend you or warn others.

Chris doesn’t treat post-build issues as problems. He treats them as opportunities to build trust, earn reviews, and prove that his team actually cares.

Pete touched on the importance of your referrals and your reputation on the pod this week.

“If a client hasn’t given a good review yet, and you go there and quickly sort out their maintenance and do it well…”

“You might get that five-star review.”

What do we know?

The Australian Consumer Law (ACL) says building services must be done with due care and skill and be fit for their intended purpose. That doesn’t stop at handover. If defects show up and aren’t addressed, you could be in breach.

The National Construction Code (NCC) backs that up with requirements around things like waterproofing, structural integrity and fire safety. Some elements must be maintained to meet compliance, and it’s often up to builders to guide owners through that.

Pleading ignorance and skipping client education throughout the build doesn’t cut it. You’ve got to walk them through it. There are plenty of resources out there, and good suppliers are there to support you. Aaron Morris from Stoddart recently shared his thoughts on the NCC with The Good Builder,

“The NCC changes so quickly. The Australian Standards are hard to access and interpret… We’ve created a team inside our business to help builders make sense of it.”

Even if you’re a small builder, you still carry those responsibilities. Not having a process in place can mean risk to your brand.

It’s not just about compliance. It’s about culture.

Pete summed it up when reflecting on Chris’s story:

“It’s hard for clients. They might have had a great build experience, but then they can’t get a simple thing fixed post-build and it just ruins it. Having a genuine investment in your maintenance… it’ll cost you more, sure, but it’s a good way to go.”

It’s not just the big guys. Kenny Myers from MyCladders, who works on some of Brisbane’s most stunning architectural homes, makes sure maintenance isn’t overlooked either.

“We’ve got a red flag policy. If the builder’s just trying to rush things or cut corners, we’re not the right company for them,” Kenny said.

“We want to deliver for the client. They’re the ones who are going to live in it.”

That kind of mindset filters into everything from the quality of work on day one, to the calls you take six months later.

Our Takeaways?

You don’t need a big team. You just need to treat maintenance like a real part of the build, not a hassle you hope never comes up.

Start with a clear contact point. Make follow-ups easy. Track issues, follow through, and ask for feedback once it’s sorted.

That last step? It’s gold because that’s the moment when a client becomes a raving fan.

“That final maintenance touchpoint with the customer is a great time to ask for referrals,” Pete said.

“If they haven’t yet reviewed you, it’s the perfect moment… unless, of course, they clearly don’t want to give you one.”

Leads are sexy. We all want the phone to ring and the contracts signed.

But maintenance? That’s the stuff long-term success is made of.

It’s the difference between being just another builder and being the one clients recommend to their friends, family and everyone else.

For detailed guidance on your maintenance obligations, we recommend you chat with your lawyer and consult directly with the HIA and MBA.

Author: The Good Builder

The Good Builder is a media platform that provides news and insights for Australia’s home building industry. From exclusive stories and curated insights to bold industry perspectives, we deliver the news and updates that keep builders, suppliers, and the entire home building industry inspired and ahead of the curve.