“We don’t ‘sell’ a client,” says Debra “We educate them. If we’re not the right fit, that’s okay. But if we are, we hold their hand the whole way.” The company’s ethics are just as strong as its craftsmanship. If a client requests unsustainable or incompatible materials, Rustic Touch will recommend they look elsewhere. “We’re small enough to stay true to our principles,” Tony says. “And that’s nonnegotiable.” STABILITY IN AN UNSTABLE INDUSTRY Navigating challenges is nothing new for Rustic Touch. From economic fluctuations to pandemicrelated disruptions, the company’s strong foundation has kept it thriving where others faltered. During COVID-19, many Australian builders closed their doors. Rustic Touch didn’t just survive—it excelled.Thanks to longstanding relationships with suppliers and subcontractors, and a high-overhead but well-managed model, the company stayed organized and transparent throughout the crisis. Clients were updated via Google Meets, site signage changed daily, and staff adapted swiftly. “The way we managed our business meant we had our finger on the pulse at all times,” says Tony. “Our team stepped up. And so did our clients.” 53 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 08 RUSTIC TOUCH
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