It's the people: inside Hawke's Bay's Franchise of the Year win

Landmark Homes Hawke's Bay opened in early 2023, built on the systems Steven Painter developed at Landmark Homes Taupō. He joined forces with Tony Lafferty to take on Hawke's Bay, and between the two regions, teams led by Steven have been named Franchise of the Year six times in seven years. 

"The first couple of years were about building the business," says Landmark Homes Hawke's Bay franchisee Steven Painter. "By year three, we had the right structure and the right team in place. Now, in year four, it's all paying off. We just get out there and do the job."

Every Landmark franchise works from the same national systems. Steven says the difference is what a team does with them.

"We've taken the Landmark systems and shaped them around our team and our region," he says. "Last year was a great year for Hawke's Bay, and this year has matched it. That consistency is what we're proudest of."

Accurate pricing is a big part of that. "When someone asks what it will cost to build their home, they need to be able to trust the answer," says Steven. "Every home we build feeds straight back into how we price the next one, so our numbers are always grounded in real builds."

Tony and his wife moved from Taupō to Hawke's Bay nearly two years ago to put more energy  this fast-growing region. The team's Havelock North office sits just down the road from the Iona subdivision.

"Being here on the ground gives real reassurance to our clients, our team and our subcontractors, " says Landmark Homes Hawke's Bay franchisee, Tony Lafferty.

These days, Tony oversees the construction team and the financial side of every build, from materials to logistics. "I've been a builder since the day I left school," he says. "I'm not swinging a hammer anymore, but I still get to see every home come to life, from the first conversation right through to handover."

The team opens a new Showhome every 12 months, with the next one, in Iona, opening early in the new year. "It keeps our ideas fresh," says Tony. "Flat sites, sloping sites, new ways of doing things. It shows people what's really possible."

For Justine, success starts with the basics, and the biggest of those is how people feel when they walk through the door.

"Not everyone is ready to build the day they visit, and that's fine," she says. "If they feel welcome, they'll come back when they are."

Her first call with a new enquiry offers  genuine help, rather than just a sales pitch. Then she listens. "Give people the space and they'll tell you their story," she says. "Listening is just as important as selling."

Her clients consistently rate her ten out of ten. "I like to stay a step ahead, so my clients never have to chase anything and can really enjoy the experience," she says.

Honesty sits at the centre of it. Many clients have spoken to three or four builders before they reach Landmark, so Justine is open about the level of investment from the very first conversation. "There's no point drawing up a home that doesn't fit what you want to invest," she says. "Being upfront from the start saves everyone time and heartache."

She isn't the only award winner on the sales team. Justine works alongside fellow New Home Consultant Kristy Portas, herself a past winner of the title.. "They share the same work ethic," says Tony. "You see it in everything they do."

Five checklists are completed before every project moves to the construction team, so nothing is missed at handover.

"I can sell with real confidence because I know our construction team will deliver," says Justine. "And we've got the right directors behind us, with years of experience in all aspects of the building industry. That gives the whole team confidence."

Tony credits the culture as much as the systems. "We have a lot of fun in the office, but everyone knows when it's time to knuckle down and get the job done," he says.

Hawke's Bay has no shortage of builders, so what sets this team apart?

"Any builder can build a house," says Steven. "What sets us apart is our people. They follow a proven process, and that's what makes the whole experience stand out."