Az is back from Melbourne with something every builder using AI on their website needs to hear.

The AI isn't broken. That's actually what makes it dangerous.

In conversations with Gavin Sloan from Live Chat Monitoring, one of the world's largest live chat and AI agent providers with over 4,500 clients, a clear pattern emerged. Builders who deployed AI agents on their websites found those agents happily recommending competitors, quoting prices, outlining timelines, and answering every question so thoroughly that prospects never felt the need to book.

The fix isn't expensive. It's not technical. It's guardrails, a few clear sentences that tell your AI what it can and can't say, who it works for, and when to hand the conversation to a real person.

In this episode, Az breaks down what guardrails are, why they matter, the five things your AI should never do, and the moment a conversation stops being an AI job and becomes a sales conversation.

Three practical actions you can take this week, starting with a test you can run in the next five minutes.

This episode is brought to you by MyConstruct. Go to myconstruct.com for your free 30-day trial.

Thank you to this month's monthly sponsor Pay.com.au — get 20,000 bonus points when you go to pay.com.au/tgb. Head there for terms and conditions.

Your contract could be killing deals before they even start.

This week on the Monday episode, Az is joined again by Emily Pollard from Nesta Builder Brokers — and she brings the heat. Emily has read hundreds of building contracts. What she finds inside them would surprise most builders. And what clients think when they read them? That might surprise you even more.

They cover the contract clauses that are quietly blowing up sales, how provisional sums are being used in ways that cost clients tens of thousands they never saw coming, why some special conditions may not even hold up in court, and how simply showing clients your contract early could save months of wasted time for everyone.

This is not about attacking builders. It's about understanding what's happening right now — with banks, with clients, with trust — and what a smarter approach to contracts actually looks like.

If you're signing jobs, chasing finance approvals, or wondering why clients are pulling out late in the process, this episode is for you.

Episode Co-Host Emily Pollard | Nesta Builder Brokers nesta.com.au

This episode is brought to you by MyConstruct. Go to myconstruct.com for your free 30-day trial.

Thank you to this month's monthly sponsor Pay.com.au — get 20,000 bonus points when you go to pay.com.au/tgb. Head there for terms and conditions.

Most builders don't talk about underpinning. Most homeowners are scared of the word. And most of the industry doesn't understand what actually causes a foundation to move — or who's responsible when it does.

Nicole Rosenthal is the Director of Foundation Solutions, a specialist screw pile underpinning company based in Southeast Queensland. With 31 years in the construction industry — starting as a receptionist at an engineering firm and working her way through operations, marketing, and business ownership — Nicole brings a depth of knowledge that's rare in this space.

In this episode, Nicole breaks down what underpinning actually is, why it's not always the builder's fault when foundations move, and what builders can do right now to protect themselves and their clients. She also calls out the misleading tactics being used by some operators in the underpinning market, advocates for proper documentation to stay with the home for its lifetime, and explains why screw pile underpinning is simply not comparable to the alternatives.

This is one of those conversations that fills a genuine gap. If you've ever had a client call you about cracks in a slab and not known what to say, this episode is for you.

What we cover: 
Nicole's 31-year journey from receptionist to business owner. 
What underpinning is and when it's actually needed. 
Why the builder is less often at fault than the media suggests. 
The difference between screw pile underpinning and alternatives — and why it matters. 
Misleading marketing in the underpinning space and what to watch for. 
Why foundation documents should stay with the home forever. 
Foundation Solutions' proprietary 
Lift Rig Max system. 
What makes a good builder — Nicole's answer.

Connect with Nicole: https://foundationsolutions.com.au/

Sponsors: 

This episode is proudly supported by MyConstruct, construction management software built for Australian builders. Visit myconstruct.com and get your 30-day free trial.

 Also supported by Pay.com.au — use promo code GOOD20 for 20,000 bonus points. Head to pay.com.au/tgb for more.

Today's guest is Matt Hope, former master franchisee of GJ Gardner in NSW, ACT, and WA, and now co-founder of Wattle Court, a residential building franchise built for the second, third, and fourth home buyer market.

Matt spent 20 years working inside franchise building businesses. He grew his GJ Gardner group to 34 franchisees doing $800 million and became the largest in the national network. He's now applying everything he learned to build a different kind of franchise — one that's selective, values-driven, and built for the long term.

In this conversation, Matt and Az cover:

Why knowing your market matters more than knowing your product
How to read a balance sheet, not just a P&L, and why the difference nearly kills builders
The work in progress problem most builders and their accountants ignore
Why Wattle Court says no to franchisees more than it says yes
Margin protection during cost escalation — what worked during COVID and what builders need to do right now
Why Matt hosted a mental health and mindset retreat in Bali instead of a sales conference
Business should be enjoyed, not endured — what that actually means

If you're a builder carrying too much, knowing too little about your numbers, or wondering whether franchising is the right structure for your growth...this one is worth your full attention.

Check out Wattle Court at wattlecourt.com.au

This episode is brought to you by MyConstruct — construction management software built for Australian builders.
Visit myconstruct.com for your 30-day FREE trial.

Also supported by Pay.com.au — use code GOOD20 for 20,000 bonus points. Head to pay.com.au/tgb for terms and conditions.

Az sits down with Nick from Goop Guys for a conversation that goes well beyond surface protection.

They talk about the real cost of defects, the difference between builders who think proactively and those who don't, and why protecting windows, benchtops, and flooring during a build isn't a luxury add-on — it's a margin decision.

Nick shares what he's seeing across residential and commercial builds nationally, from $800,000 window schedules on custom homes to the surge in commercial inquiries ahead of the 2032 Olympics in Southeast Queensland. They also get into the uncomfortable truth about builders who quote tight and then bleed profit through defects and repairs they never accounted for.

This one is practical, honest, and worth your time — whether you're a volume builder, a custom builder, or a tradie who cares about handing over a job you're proud of.

Topics covered:

Window protection on site | Defect rates in residential and commercial construction | The real cost of a build vs what you quoted | Commercial growth and the Olympics pipeline | Proactive vs reactive building culture

Sponsors:

This episode is brought to you by MyConstruct — visit myconstruct.com for your free 30-day trial. And by Pay.com.au — use promo code GOOD20 for 20,000 BONUS points and head to pay.com.au/tgb for more.

This week on Tuesday Headlines, powered by MyConstruct, Az covers four stories that matter for Australian builders right now.

First up, Emily Pollard of Nesta Builder Brokers is raising the alarm on something the industry has been ignoring. The people selling new homes to Australians, builder brokers, new home sales consultants, channel partners, are completely unregulated. No licence. No ethics board. No oversight of any kind. And every builder absorbing the cost of a failed prelim or a misled client is paying the price for it. Go back and listen to Monday's episode with Emily if you haven't already.

Next, a good news story out of regional Queensland. Sunshine Coast developer RM Capital settled a 19.8 hectare parcel in Gympie for $13.5 million and started construction the very next morning. 29 lots underway. 24 already pre-sold. This is what a professional development operation looks like, and it signals real pipeline opportunity for builders who have the right relationships in place.

Third, why the last 5 per cent of a build is where reputations are won or lost. Surface damage at handover costs more than most builders realise, and it is almost entirely preventable. The Goop Guys team breaks down what protecting your finish actually looks like and why it matters for every referral that follows.

And fourth, with costs still moving and the market where it is right now, a practical framework for having the over-budget conversation with clients. How to do it early, how to do it honestly, and how to come out of it with the relationship intact.

Plus a Public Service Announcement the industry needs to hear. Builders and estimators have been calling in. Do not use the conflict in Iran as your excuse to raise prices before your costs have actually moved.

This episode is powered by MyConstruct. Head to myconstruct.com and get your 30-day FREE trial. 

Also supported by Pay.com.au, use promo code GOOD20 for 20,000 bonus points. Head to pay.com.au/tgb for terms and conditions.

Today's episode is a big one for The Good Builder.

We'd like to introduce Emily Pollard, our first ever co-host, and someone who has been quietly doing some of the most important work in the Australian building industry.

Emily is the founder of Nesta Builder Brokers, a platform that bridges the gap between educated buyers and quality builders. She spent five years inside Stroud Homes developing a deep, practical understanding of the entire build journey — from first enquiry through to contract — and she brings that experience to every conversation.

In this episode, Az and Emily sit down for the first time on mic. They talk about how Emily found her way into the industry, what she sees going wrong in builder sales processes, why client education is the most underrated tool in a builder's business, and what it really means to be a good builder.

This is a conversation about the industry as it actually is, not as the marketing suggests.

What you'll hear in this episode:

• Emily's story — from wanting to be a tradie, to running a trade business during COVID, to becoming one of the sharpest minds in new home sales
• What Nesta Builder Brokers does, and why Emily built it the way she did
• The real reason contracts fall over before they're signed — and why it usually traces back to the sales process
• Why chasing volume without fixing process is costing builders more than they realise
• What good client communication actually looks like — and why calling someone eight times in a day isn't the answer
• Why salespeople keep jumping ship, and what builders can do about it
• Emily's answer to the big question: what makes a good builder?

This episode is proudly supported by MyConstruct, construction management software built by Australian builders, for Australian builders. If you're still running jobs through spreadsheets and text threads, it's time to change that. Visit myconstruct.com and get started with a 30-day free trial.

Also supported by Pay.com.au. Use promo code GOOD20 for 20,000 bonus points.

#GoodBuilderPodcast #EmilyPollard #NestaBuilderBrokers #AustralianBuilders #BuilderSales #NewHomeBuyers #ConstructionIndustry #HomeBuilding #BuilderCoHost #GoodBuilder

Farah Drake has been in the building industry for over 30 years. She started out helping her dad, fell in love with being on site, and never left. Today she runs Willow Grove Homes and Granny Flats in South East Melbourne — a registered building company specialising in granny flats, small second dwellings, and multi-generational housing. She is also one of a small number of female building company directors in Australia.

This episode is a different kind of conversation. Farah talks about what it was like to be a woman in construction 30 years ago — the comments, the dismissals, and pushing through anyway. She talks about why she chose the granny flat niche, what it means to build for people in the final chapter of their lives, and why she still calls it a privilege. She also breaks down the regulatory changes in Victoria that opened up the small second dwelling market, where tiny homes sit in the compliance picture, and what builders need to know before stepping into this space.

And she has big plans — Willow Grove is expanding into Queensland.

What we cover:

• Growing up in a family building business and how the industry shaped Farah from the start
• What it was really like to be a woman in construction 30 years ago — and how much has changed
• Why Willow Grove focuses on granny flats and multi-generational housing, and the deep client relationships that come with it
• The Victorian regulatory changes from December 2023 that opened up small second dwellings
• Tiny homes versus granny flats — the compliance gap and why it matters
• The challenge of stepping back from the tools to run the business
• What Willow Grove measures, how they retain their trades, and why some subcontractors have been with Farah for over 20 years
• The expansion into Queensland and what Farah is building toward
• What makes a good builder — in her own words

This episode is proudly supported by MyConstruct, construction management software built for Australian builders. Visit myconstruct.com and get your 30-day trial.

Also supported by Pay.com.au — use promo code GOOD20 for 20,000 bonus points. Head to pay.com.au/tgb for more.

Peter Wood is back. Head of Villa World Homes by Avid Property Group, 50-plus years in the industry, and the most-listened-to guest in Good Builder history. Last time he left the community with an answer on what makes a good builder that no one has matched since. This time, the conversation goes deeper.

Az and Peter cover the real pressures hitting builders right now, material surcharges, the administrative burden behind every price rise, and what it actually means to have 180 homes on the ground when costs are moving daily. They dig into the AV Jennings integration, the land crisis behind the housing crisis, and why trust with your suppliers and trades is the only thing that holds when everything else gets uncertain.

Peter also talks about what he found when he went back to Hervey Bay — a young workforce that proved attitude beats experience, and why the regions might be producing the next generation of great tradies. Plus how Villa World manages customer communication at scale, why they measure 18 points of supplier performance, and the question Peter sends himself every Friday at 8am.

What we cover:

• Why material surcharges are creating a hidden administrative crisis for builders
• The real story behind the AV Jennings integration and what Peter learned bringing two cultures together
• Land release in Australia — why Peter calls it a land crisis, not a housing crisis
• The Hervey Bay project and what a young workforce taught Peter about attitude and culture
• Customer communication at scale — portals, milestones, and Net Promoter Scores
• How Villa World measures supplier performance across 18 criteria — and what they do with the results
• Why integrity is a business strategy, not just a personal value
• The question Peter asks himself every Friday morning to stay on track

This is one of those conversations you will want to come back to.

#TheGoodBuilder #DailyDose #PeterWood #AvidPropertyGroup #VillaWorldHomes #AustralianBuilders #BuildingIndustry #ConstructionLeadership #LandCrisis #BuilderLife #HousingAustralia #ConstructionPodcast #BuilderMindset #TradesAustralia #ResidentialBuilding #IntegrityInBusiness #GoodBuilder #BuildingBusiness #AustralianConstruction #SupplierRelationships

A year ago, we started this podcast with no studio, no blueprint, and no audience. Just a belief that the people building this country deserved a better conversation.

Today, 30,000 of you are tuning in. And that changes everything about what comes next.

In this episode we want to talk directly to you about where The Good Builder is heading. Because this platform was never about us. It was always about giving this industry a voice.

We're opening the studio — in person and online — to builders, tradies, suppliers, and subcontractors who have something worth saying. We'll produce the episode. We'll publish it. And it will live on The Good Builder forever.

Over the coming weeks you'll start to meet some guest hosts. People doing real work in this industry who finally have somewhere to say it.

Renae and I will still be here. But we'll also be working in the background on things we genuinely believe will move this industry forward.

This platform is yours just as much as it is ours. That was always the point.

Email us on [email protected] to apply for a community episode.

Supported by MyConstruct — construction management software built for Australian builders. Visit myconstruct.com to get your FREE 30-day trial.

Also sponsored by Pay.com.au — use code GOOD20 for 20,000 bonus points. T's & C's Apply. Head to https://pay.com.au/tgb/

#TheGoodBuilder #TheDailyDose #AustralianConstruction #BuildingIndustry #Builders #Tradies #ConstructionCommunity #BuilderPodcast #ResidentialBuilding #IndustryVoice