Trust at franchise scale runs on a definition: promises made, delivered and measured. Charles Furlough of Pillar To Post on holding 47 states to one standard.
Trust at franchise scale needs a definition you can audit against, and Charles Furlough has one. Watch the President and CEO of Pillar To Post Home Inspectors give Stephen Sakach and Tullio Siragusa the line the whole system runs on: our definition of brand is promises made, promises delivered and measured.
His reasoning is that you already do this instinctively. Say any brand name out loud and a picture appears, built from what they told you they were and what you actually got. The brand is the match between the two, which makes it something a company can measure rather than assert.
Holding that across 47 states and eight provinces means scheduling connection instead of hoping for it: 22 regional meetings twice a year, an annual conference with open Q&A in large and small groups, ongoing calls, and a shared platform. His read on what actually threatens connection is refreshingly ordinary. Sometimes it is just being busy. Size is a threat. Fast growth is a threat.
Also on screen:
• Why they are franchise business owners, never franchisees
• Innovation that comes up from the field, and how it clears approval without going wild
• Eleven years as an owner, and why that makes him hard to fool
• A home inspection company whose mission statement never mentions inspections
• Three years of home sales at 30-year lows, and growing market share anyway
Listen to the full episode: Building Community and Connection in Business with Charles Furlough (https://www.theblisspodcast.com/building-community-and-connection-in-business-with-charles-furlough/) Guest profile: Charles Furlough (https://www.theblisspodcast.com/guests/charles-furlough/) More from the Featured Guest Series (https://www.theblisspodcast.com/categories/bliss-businesses-series/)