Melbourne Blitz: 2 Client Handovers in 4 Hours

Video Transcript

Two Melbourne Handovers in One Day

Hitting the Road

Robbie: What are we here to do, KB?

Karina: We’re hitting the road and heading to Melbourne.

We’re attending two client handovers today, which is incredibly exciting.

I also can’t wait to find out how cold Melbourne is going to be.

Robbie: Good morning.

It is definitely getting colder.

What are we walking into today?

We’re heading to Melbourne for two excellent handovers.

One property belongs to a very good mate of mine whom I have known for around 20 years.

He approached me about a year ago and said, “Robbie, I want to purchase an investment property.”

I was genuinely touched that he trusted us to help him do that.

The second property belongs to a client who will be moving into his own home.

He is posted to Puckapunyal and has purchased in Melbourne’s northern growth corridor.

He is looking forward to finally moving into the completed property.

It is going to be an exciting day.

Come with us.

Care as a Business Standard

Robbie: There is a C-word that gets used around the Axon office all the time.

It isn’t the one you are thinking of.

It is care.

We genuinely care about who we are, the service we provide and the people trusting us with these projects.

That level of care goes far beyond what many people expect.

There are three major things we’re looking for during these handovers.

First, we need to confirm that the property has been completed according to the contract.

If the client requested any upgrades or additional inclusions, we need to make sure they are present.

Second, we want to review the overall build quality and confirm everything is wired tight.

Third, we want to see the happiness on the client’s face.

That is ultimately what matters most.

Karina and the rest of the Build Support team have done an amazing job project-managing these homes from a distance.

Now we get to travel down and see the final products.

Karina: It is an incredibly exciting moment.

A handover is a major milestone for every client.

The Handover Mission

Robbie: Fun fact: Karina and I worked together at my previous company around 11 or 12 years ago.

How long have you been with Axon now?

Karina: It will be three years this year.

Robbie: She spent about two years asking me, “Do you have a job? Do you have a job?”

Eventually, I gave in, and now she is here.

Karina: Today’s mission is to make sure that all the work completed with these clients during the past 12 months has come to fruition.

I can’t wait to see the smiles on their faces.

If there are any concerns, we will address them.

However, the most important thing is being present and helping the clients feel safe and supported.

They engaged Axon for a reason, and we don’t want to let them down.

Rebelling Against Average Service

Robbie: I’m currently reading a new book called Service Rebellion.

The idea is to rebel against average service.

It is about preventing clients from drifting away and deciding to work with someone else.

I’m entering my 10th year in business, and I’m still reading books and asking:

“What can we do better?”

“How can we surprise our clients?”

“How can we make them feel even safer and more supported?”

We already do a lot well, but the learning never stops.

The objective is to create such a strong experience that continuing to work with Axon becomes a no-brainer.

Arriving in Melbourne

Karina: We made it to Melbourne.

The hoodies are already on.

We’re heading towards the first handover of the day.

Our client is flying in as well, which is very exciting.

Handover is one of the most important moments in the entire process.

It is when clients finally get to enjoy what has been created.

We love celebrating with them, and we can’t wait to see both the client and the finished property.

A Tightly Coordinated Schedule

Robbie: We aren’t walking into the unknown.

Axon has visited these properties several times during construction.

One of the clients has also visited his property regularly because he is so excited about it.

He goes there and records his own videos.

We aren’t expecting major surprises.

We’re arriving to see the completed product.

We’re only on the ground for approximately four hours, so it is a tightly coordinated visit.

Karina has organised:

• Two properties
• Two clients
• Two builders
• Two locations
• A limited window of time

This is military planning 101.

Bring it on.

Macro Growth and Micro Location Selection

Robbie: A strong property strategy considers both the macro and micro environments.

The macro level includes the wider master-planned growth corridor.

The micro level includes everything immediately surrounding the individual property.

For example, this property is across the road from childcare.

A family may be able to walk their child there, continue to the shops and access a new school or college being built within a couple of hundred metres.

That is tactical location selection.

Axon receives thousands of potential properties.

We reject far more than we approve.

We’re searching for homes that may experience strong tenant demand while also sitting in locations with future growth and resale potential.

As we turn into the street, we are less than 20 minutes from Melbourne Airport.

These are attractive new homes within a developing master-planned community.

They are likely to be occupied by owner-occupiers and tenants for many years.

Reading the Construction Environment

Robbie: It is a little cold, but that is nothing a hoodie can’t fix.

Some homes across the road have already been completed.

Others have only recently reached handover.

One property is several weeks behind because construction started later, which is completely normal.

There is also a key combat indicator that tells us a property isn’t ready.

When there is still a portable toilet and construction equipment out the front, site works are probably continuing.

Come with us and let’s have a proper look.

Axon’s Melbourne Representative

Robbie: This is Chris, our person on the ground in Melbourne.

Chris and I played Army football together around 30 years ago.

He lives locally and provides us with enormous peace of mind.

He puts on the Axon shirt, visits the sites, speaks with supervisors and checks how everything is progressing.

Having Chris here means we don’t need to fly to Melbourne every time something requires attention.

He is another important part of the service we provide.

Karina: The area looks excellent, and the properties are looking amazing.

I haven’t walked through this particular home since an earlier stage of construction.

We have driven past it several times, but I’m excited to see all the finishing touches.

The landscaping is complete, the appliances are installed and everything is coming together.

Chris will also install soaker hoses in the backyard to help the new turf establish before tenants move in.

The First Completed Property

Robbie: It is fantastic to see the finished product.

This property belongs to a good mate I have known for around 20 years.

I’m not a building inspector.

Karina has already monitored the upgrades, design changes and contractual inclusions.

Coincidentally, the second independent building inspection is also happening today.

Any minor technical defects can be documented and corrected by the builder.

I noticed a tiny piece of glue on the benchtop, for example.

That is easily fixed.

A new home is effectively a handmade product containing tens of thousands of components.

Small defects can occur.

That is why Axon completes two independent inspections near the end of the build.

Independent Building Inspections

Robbie: Builders conduct their own internal quality-assurance processes.

That is important, but we still send an independent inspector through the property with a fine-tooth comb.

For serving members, it is like the most intense commanding officer’s inspection you have ever experienced.

The difference is that this time, the commanding officer is on your side.

We want specialists reviewing the property to make sure everything is Mickey Mouse before tenants move in.

The aim is for a tenant to enter and think:

“This house is amazing.”

“Somebody has genuinely put thought into it.”

“I could live here for several years.”

That is exactly what an investor wants.

Checking the Contractual Inclusions

Karina: We’re checking that every requested inclusion and upgrade has been installed according to the contract.

For this home, that includes:

• Rear concrete paths
• External inclusions
• A cold-water connection for the refrigerator
• Ceiling fans in the bedrooms
• An additional downlight in the family room
• The correct colours and selections
• Appliances and landscaping

Even when a client has visited the property during construction, the Build Support team independently checks all of these details.

This is the most complete we have seen the property.

Everything is looking excellent.

What Makes Axon Different?

Robbie: Clients have plenty of options in the property industry.

Different people will connect with different styles of information and service.

Some viewers may like the way I communicate.

Others may think I’m an idiot, and I’m completely comfortable with that.

Craig asked me what makes Axon different.

Many organisations now discuss brand-new land-and-build properties, negative gearing and capital gains tax.

That has been part of Axon’s message for nearly 10 years.

We don’t chase every new grant or market promotion simply because it becomes available.

A short-term incentive does not automatically create a sound long-term investment strategy.

Two major differences stand out to me.

The first is the level of involvement Axon has throughout the entire client journey.

That includes:

• Education
• Coaching
• Guidance
• Mentoring
• Risk management
• Build Support
• Client Care

Clients complete mandatory briefs and provide a back brief so we know they understand the process.

They learn about:

• The risks involved
• What happens during construction
• How to engage an independent inspector
• How to be a responsible landlord
• How tenants are selected
• How cash flow is managed
• What a depreciation report is
• What to expect during each stage

We then help supervise and coordinate the construction process.

A common theme in client reviews is:

“We could continue living our lives while Axon helped build the property.”

That is particularly important for serving members with demanding careers, short-notice commitments and family responsibilities.

Support Years After Handover

Robbie: Other companies may support clients through construction.

However, Axon also has two people working in a dedicated Client Care department.

Their role includes answering requests from people who completed properties with us six, seven, eight or nearly 10 years ago.

Many businesses stop caring about a property once the handover is complete.

We want to support our long-term clients even more strongly because doing the right thing remains the right thing.

That ongoing involvement is one of the largest differences.

While we are in Melbourne, another 15 team members remain at Axon HQ.

They are:

• Finding properties
• Reviewing research
• Managing risk
• Supporting builds
• Communicating with clients
• Keeping the wider operation moving

Our presence here is only one small part of the work happening across the business.

Richie Arrives

Robbie: Richie, do you remember contacting me a year ago and saying, “Mate, I want to build a house with you”?

I’m incredibly happy that we have been able to do it.

Richie: It feels surreal.

Robbie: What stage was the house at the last time you visited?

Richie: There was flooring, but the carpet wasn’t installed.

Some of the fans were in, but the bathroom and kitchen still had work remaining.

Robbie: Now you can finally see the finished result.

Have a look at the kitchen.

Protecting the New Landscaping

Chris: G’day, everyone.

I’m Chris from Axon’s Melbourne team.

One challenge in Melbourne is the unpredictable weather.

When it rains, it can rain heavily, but there can also be long periods without useful rainfall.

This lawn was only laid during the past few days.

It looks lush now, but it can dry out quickly.

As an additional service, we install soaker hoses and connect them to timers.

During winter, frost can also affect the turf, so regular watering can help manage those conditions.

The hoses will run approximately twice each day for 10 to 15 minutes while the lawn establishes.

I will return and check how everything is progressing.

The system is connected to the recycled-water supply available at these Melbourne properties.

We’ll leave the setup and instructions for the tenants so they have what they need to maintain the yard properly.

It is a small extra step that helps keep the property looking the way it was intended.

An Emotional Milestone

Karina: Richie was telling us that he has some emotions bottled up and isn’t sure how to feel.

Richie: I don’t have family here.

I’m excited, and I’m sharing the moment with the Axon team, but I don’t have my family or close friends here with me.

Karina: We are incredibly excited for you.

Purchasing a property is an enormous achievement.

You should be very proud.

Richie: I am proud.

I can’t believe how quickly it happened.

I remember the first conversation with Robbie and the team.

We began around September, and now the property is complete.

It happened much faster than I expected.

Karina: We were originally thinking it might not be finished until late July or early August.

Now we’re already here.

Richie: I definitely received the VIP experience, especially with the CEO travelling down for the handover.

I only need to make sure there isn’t another bill coming.

Celebrating Richie’s Investment Property

Robbie: It has been an absolute pleasure helping you build this investment property.

We have known each other for a long time, and I’m incredibly glad we were able to complete this together.

Congratulations.

Karina: Richie, this card says:

“Congratulations on the completion of your property. We have loved being part of your journey. Love from the entire Axon team.”

Everyone at Axon knows who you are.

Not everyone has met you personally, but people regularly say how much they love Richie.

Thank you for trusting us.

Richie: I’ll visit the office when I’m next on the Gold Coast.

Karina: We would love to have you.

This gift is from all of us.

Richie’s Message to Robbie and Karina

Richie: Robbie, this card says:

“Thank you for your vision, effort, friendship and for seeing the project through from beginning to end.

The completed house is a wonderful investment, but the trust and friendship behind it means even more to me.

A small gift can never truly express my gratitude, but I hope you enjoy it knowing it comes with sincere thanks and appreciation.

Forever grateful, Richie.”

Robbie: Mate, that is amazing.

Thank you.

Richie: Karina, your card says:

“Please accept this small token of appreciation for your support, guidance and patience throughout the build journey.

Thank you for answering my many questions and helping make the entire process smooth and enjoyable.

Your professionalism, kindness and dedication were truly appreciated.

I’m grateful for everything you have done to help turn the dream into reality.”

Karina: That is lovely.

Thank you so much.

The Second Handover

Robbie: Welcome to your new home.

Actually, welcome home.

Congratulations.

It has been a pleasure coaching you, understanding your circumstances and helping create the strategy that brought us here.

You have been excellent to work with throughout the entire process.

Karina: You were also a pleasure to support during construction.

We have a small gift from Axon containing a few things that will help make the property feel like home immediately.

Mission Success

Robbie: That is the end of the mission, and it was a success.

We completed:

• Two properties
• Two builders
• Two clients
• Two locations

Craig and Karina are travelling home through Sydney.

That means Axon team members will have operated across three different states today.

The entire experience was heartwarming.

One client will move directly into his new owner-occupied home after navigating the Defence housing and entitlement process.

The other completed a property purely as an investment.

Both clients were visibly emotional in the best possible way.

They could look at the finished properties and say:

“We made a great decision.”

“We contacted Axon.”

“We created a plan.”

“We trusted the team to guide the build.”

“And now the property is complete.”

The builders were proud to hand these homes over to Axon clients.

There was gratitude, warmth and an enormous amount of positive energy throughout the day.

I’m flying back to the Gold Coast shortly.

Incidentally, I’ll arrive before Craig and Karina because they have a stopover in Sydney.

This was an excellent opportunity to come to Melbourne, see the homes and celebrate with the clients.

I hope you enjoyed following the day.

There is plenty more to come.

Mission accomplished.

We’ll see you soon.