The Pillar To Post Story

The Pillar To Post Story

Pillar To Post is the largest and leading home inspection company in North America, operating in a franchise model across 49 states and 9 provinces.  Pillar To Post is celebrating more than 23 years in business and today more than 550 franchisees call Pillar To Post ‘home’.

Pillar To Post’s business is conducting home inspections, and the core of this business is home inspections for buyers of single family houses who most often will make that house their family home. This is a role that comes with both responsibility and honor in service to the real estate professional and the home buyer.

For the home buyer, this is often the single largest financial transaction they make in their life. For them understanding the conditions of the house, structurally, functionally, operationally and environmentally, all help to provide important information and peace of mind in their decision to finalize making this house their home. This is truly the home buyer’s moment of truth where they shift from the idea of buying the home to engaging with actually owning it.

For the real estate profession, home inspection is an integral part of a responsible buy-sell transaction. A professional realtor wants to put their clients into the right house and to avoid the kind of surprises and misfortunes that can occur when a home inspection is not conducted. The home inspection is both a responsible recommendation to their client and also serves to mitigate their risks.

Through this process, Pillar To Post serves two customers and this awareness drives the company’s passion to understand and serve the needs of these two publics in their relationship to the brand.

Outlook

Some of our Achievements

1993

Founded by Mike Brewer to make a difference in the Home Inspection experience

1994

Franchise system created;first franchise expansion.

1999

First computerized report launched.

2000

Pillar To Post becomes largest home inspection business in North America

2001

Color pictures included in final printed report

2003

Pillar To Post Home Inspectors becomes part of FirstService Brands

2007

First annual Franchisee Satisfaction Survey

2009

Franchisee ‘Navigator’ Groups launched

2010

Net Promoter Score customer satisfaction survey launched

2012

Launch of Plus, Premium, and Prestige Home Inspection Packages

History

History

Pillar To Post was founded in 1993 by Mike Brewer, an entrepreneur with experience in the automotive glass replacement franchise industry. He had bought a house and found the home inspection experience to be badly deficient in serving his needs. At that time the organized home inspection industry was about ten years old, and for years before that home buyers had relied on friends and family with construction background to offer some inspection opinion prior to buying a home. Brewer began researching the industry and found it lacked any deliberate technical training, business training or standards by which an inspection was conducted.

By 1994 Pillar To Post was open for business with a formal technical training program, a detailed standard of practice for conducting the inspection, a business start-up and operations program, and a formatted inspection report to make sure every report was delivered to a consistently high standard for the inspector to provide to the realtor and home buyer. Pillar To Post now offered a complete package to enable newly recruited franchisees to build a real business, with a brand behind it, and with an approach that was truly innovative for its day.

By 2000 Pillar To Post had become the largest home inspection company in North America, catching and passing those companies that had started ten years earlier as well as the numerous others that had been launched around the same time. A good number of our early franchise partners continue with Pillar To Post to this day, including Charles Furlough who began as a franchisee in Raleigh, NC in 1997, and who, in 2008, sold his business and joined the Pillar To Post senior management team and today is SVP, Operations.

In 2003 Mike Brewer sold Pillar To Post to The Franchise Company and departed the business. In 2004 Dan Steward joined the company as President and added the CEO role in 2009

Growth, Learning& Innovation

Growth, Learning & Innovation

In 1999 Pillar To Post began to focus more on providing technical leadership in both inspector training and customer experience. Dramatic change was made with the introduction of computerized, onsite inspection report generation and presentation, replacing the carbonless forms that had previously been used, and in 2001 color photographs were included into the on-site report presentation package. These were major advances in speeding up and smoothing the real estate transaction closing process and did much to further create the reputation of Pillar To Post for innovation and creativity.

Pillar To Post franchise partners are the front line of the Pillar To Post brand experience to the real estate and home buyer communities. The Pillar To Post mission focuses on the success of its franchisees.

To have happy, successful franchise partners, who are achieving their goals, shooting for their dreams, delivering a great Pillar To Post brand experience and are proud to be a part of Pillar To Post Home Inspectors.

 

The brand experience for our franchise partners and our realtor and home buyer communities has been and remains core to the Pillar To Post brand’s sustainable competitive advantage. In 2007 Pillar To Post launched the Franchisee Satisfaction Survey to collect an independent, objective measure of franchisee satisfaction. This survey is done annually and has helped the company make important decisions. In 2009 Pillar To Post launched Navigator groups to work with highly motivated and ambitious franchisees to accelerate their growth and overall company wide growth, and in 2010 the company launched Net Promoter System to more deeply and objectively embrace the customer experience into its business by measuring and reacting to the voice of its customers.

Outlook

Outlook

Pillar To Post is led today by a deeply engaged management team, united by aligned and shared values, who blend wider business experience with Pillar To Post specific experience to drive growth and brand excellence for our franchisee partners, realtors and home buyers.

With every chapter in the history of Pillar To Post building toward the present day, the brand of Pillar To Post in now positioned to become the first truly household name in the category realizing value, equity and life purpose for its various stakeholders and partners.

Pillar To Post continues to provide amazing opportunity for those that are looking to achieve their desired work/life balance, achieve financial freedom and ultimately, make a change in their life.

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