Meet Scott Phillips, Scott is the owner and Managing Director of Hotondo Homes in Pakenham, Victoria. The business has been a part of the Hotondo Homes family since 2001. We had a chance to spend the morning with Scott and see how his role has changed over the years.
Scott first entered the building industry at only 17 starting as a carpenter with his father’s building company. After completing his carpentry apprenticeship he continued to work in the family business and subcontract with other local builders. Over the years Scott became a supervisor and as the company progressed, so too did the technology and systems being utilised, Scott began working in the office and familiarising himself with management processes.
Scott’s parents initially joined Hotondo Homes at a time when Pakenham was growing and they felt they would have to compete with the pricing of major builders; however after joining the network they recognised a number of benefits in being part of the franchise and have remained a valued member for over 14 years.
In 2008, Scott took over the business and continued operating as a Hotondo Homes franchise. He believes by operating as a franchise you have the opportunity to stand out as you become a different entity compared to the independent local builder or the big building company.
“As a franchise you can provide fantastic customer service with an understanding of the local area and have the ability to modify designs; a quality the big builders rarely offer.”
Builders can also offer competitive pricing as a result of supplier agreements between the franchise and their supplier partners.
When he took over the company, Scott was already managing the business and was more than familiar with the processes and procedures that worked best. What did change was the team itself; initially the business only had four employees, Scott, his parents and a labourer. That changed in 2008, Scott began employing estimators, salespeople, labourers and supervisors to create a team that has now grown to 9 people. Their workload doubled in only a few years and is continuing to expand throughout wider south-east Melbourne and the Mornington Peninsula.
Scott can now primarily be found in the office working with the team. He manages the daily tasks of the business, claims, managing staff and bookkeeping, and he is always on hand to ‘put out any fires’ that arise. Scott’s role includes addressing any concerns his customers may have.
“Scott and his team were always accommodating. Nothing was too much trouble. They walked us through every step and answered every question promptly and truthfully. Any mistakes were quickly rectified. If your other builders are anywhere near the standard of Scott’s team then I would not hesitate to recommend Hotondo Homes. I love my new home. Thanks to Scott and the fantastic team! Builder of the year in my opinion!” – Crowle
When asked what has been most beneficial about being a part of the Hotondo Homes network, Scott highlighted the benefits of having an experienced marketing team. He explained they don’t interfere with your building process and won’t tell you how to do your job, however the annual national promotion and thorough support throughout the year is a service that has helped his business. If the business was not within the network, Scott would have to employ another person to fulfill the role, rather than having a team of five professionals that are always on hand.
Scott believes success is an unreachable destination stating ‘I don’t think I’ll ever be successful’, for him it’s about continuous improvement and always pushing yourself. In saying that, Scott was awarded Hotondo Homes’ Professional Builder of the Year (VIC) in 2014 and is renowned for his fantastic customer service.
His advice to builders considering joining Hotondo Homes is to carefully consider what they want. When he is asked for a recommendation about Hotondo Homes, he begins to ask questions similar to those listed in Building Your Business –Step One: Question Time including where are you at the moment and what do you want? Hotondo Homes provides a fantastic service to its franchisees; however it’s important to question if that service is right for you.
If you’re interested in joining Hotondo Homes, please visit franchise.hotondo.com.au