Sweeping Magazine- September 2017

Sweeping September 2017 VOLUME 41 #8

The Journal of Chimney and Venting Technology

Winter Is Coming...Start Thinking Retention

Trusting Facts And Numbers to Be Innovative

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Departments President’s Letter 3 Editor’s Letter 5 Coach’s Corner 10 Technical Q&A 16 History Projects 18 Date and Events 22 New Members 28 Progressive Perks 29 Around the Tech Center 34 Classifieds 35 Darwin Award 36

Table of Contents Sweeping September 2017 Volume 41 Issue 7

Features Winter Is Coming...

Start Thinking Retention

Trusting Facts And Numbers to Be Innovative

6 26

rusting

& ovative

cts Numbers o be

September 2017

Smoke Chambers and Cast in Place Liner Installation (866) 283-8667 Ext. 706

Factory Built Fireplace Installation and Replacement (866) 283-8667 Ext. 701

Dryer Vents (866) 283-8667 Ext. 707

Gas Appliance Venting, Gas Logs and NFPA 54 (866) 283-8667 Ext. 702 Oil Appliance Venting and NFPA 31 (866) 283-8667 Ext. 703 Chimney Inspection, Documentation and NFPA 211 (Levels of Inspection) (866) 283-8667 Ext. 704

Installation and Venting of Pellet Stoves (866) 283-8667 Ext. 708 IRC and NFPA 211 (Code Questions) (866) 283-8667 Ext. 709 Customer Service and Customer Communication (866) 283-8667 Ext. 710 General Sweeping and Repair (866) 283-8667 Ext. 711

NATIONAL CHIMNEY SWEEP GUILD BOARD OF DIRECTORS 2017-2018

TECHNICAL ADVISORY COUNCIL

Masonry Fireplace Construction and Restoration (866) 283-8667 Ext. 700

Stainless Steel Liner Installation (866) 283-8667 Ext. 705

Be advised that advice given by NCSG’s Technical Advisory Council (TAC) reflects best practices of the chimney sweeping industry. However, we are unable to account for any particular type of situation since regional variations in construction practices and additional environmental, physical and geographical factors necessarily vary the level of service appropriate for a particular fireplace and/or chimney.

Additionally, local laws and ordinances may govern and/ or supersede the information and any recommendations provided. Final determinations are the responsibility of a local professional with firsthand knowledge of the situation, and the local Authority Having Jurisdiction (AHJ). Neither NCSG nor any member of TAC will be held liable for any damages whatsoever resulting from the use of or reliance on information provided by anyone associated with TAC. By your use of this member benefit you acknowledge acceptance of these terms.

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STAFF

Resources 2155 Commercial Drive Plainfield, IN 46168 (317) 837-1500 Fax: (317) 837-5365

Megan McMahon Association Manager mmcmahon@ncsg.org Donna Lee Kasmer CSIA Certification Coordinator dkasmer@csia.org Claire Rutledge Program Coordinator crutledge@ncsg.org

September 2017

Darcy Marlett Director of Communications and Marketing dmarlett@ncsg.org Ashley Edridge Director of Education ashley@csia.org Sara Sichting Office Manager ssichting@ncsg.org

Region 4 Jeff Keefer 513-248-9600 info@chimneycareco.com

Vice President, At-Large Director Dennis Dobbs (678) 290-8200 fireplaceservicecenter@gmail. com

Region 6 Bob Ferrari (530) 941-5818 bob@flueseason.com

Treasurer, Region 3 Ron Rust (803) 730-5858 tophatswp@aol.com Region 1 Matt Mair (603) 525-7905 matt@blackmoosechimney. com Region 2 Ed Ridgeway (856) 241-7999 masons@chimney-duct.com

COMMITTEE CHAIRS and TASK FORCES 2017 – 2018

To contact any member of the Technical Advisory Council, please call (866) 283-8667 and select the extension for the person who is best qualified to answer your question:

President, Region 5 Jasper Drengler (715) 304-8934 drengler01@gmail.com

Secretary, At-Large Director Tom Hunkele (641) 774-8056 topnotchchimney@gmail.com At-Large Director Gregg Boss (636) 391-2226 englishsweep@att.net At-Large Director Jeff Peterson (913) 236-7141 jeff@potomacservices.net Supplier Representative Stuart Karanovich (765) 966-5084 stuartk@saversystems.com

Bylaws Dennis Dobbs (678) 290-8200 fireplaceservicecenter@gmail.com

NFPA 211 Representative Jim Brewer (757) 523-2400 jbrewer@magic-sweep.com

Ethics Andy Raycroft (703) 836-7858 andy@rooftopchimneysweeps.con

NFPA 31 Representative John Pilger (631) 863-2460 chimneyman@aol.com

Governance Tom Hunkele (641) 774-8056 topnotchchimney@gmail.com

NFPA 54 Jim Brewer (757) 523-2400 jbrewer@magic-sweep.com

Government Affairs Jeff Keefer 513-248-9600 info@chimneycareco.com

Technical Advisory Council Michael Segerstrom (908) 253-9190 chimneysweeps@optonline.net

International Relations John Pilger (631) 863-2460 chimneyman@aol.com

Scholarship Committee Greg Boss (636) 391-2226 englishsweep@att.net

Membership Bob Ferrari (530) 221-3331 bob@flueseason.com

ADVERTISING RATES for Sweeping: The Journal of Chimney & Venting Technology may be obtained by contacting Malisa Minetree at (317) 815-4688 or sweepingads@me.com Layout and design by David Bruce, Red2 Design Bureau NCSG encourages industry partners to submit press releases and articles to editor Darcy Marlett at dmarlett@ncsg.org. Submissions should contain items of interest or importance to the chimney and venting industry. Submissions should not contain direct solicitations, prices, or a call to action on the part of our readers. Submissions may contain images or artwork attached in a .jpg format.

In all cases, NCSG reserves the right to edit submissions to fit space limitations, keep the release and publish at a later date, or refuse to publish the release for any reason. Neither publishing, nor refusing to publish the submission should be considered a statement of NCSG’s opinion regarding the release.

NCSG further reserves the right to reject at any time any advertising determined not to be in keeping with the publication’s standards.

Acceptance of advertising by Sweeping magazine does not necessarily constitute endorsement of products or services advertised. NCSG does not make any effort to review or substantiate claims made by advertisers. © 2017 National Chimney Sweep Guild, 2155 Commercial Drive, Plainfield, IN 46168. (317) 837-1500

A

re you winning? The truth is I'm a very competitive, workaholic.

I want to be the best at everything I do. I'm driven to do whatever I'm told I can't.

Winning is addictive. My very first win was not that long ago.

No, it wasn't on a race track— it was in a grocery store. My first win was when my then wife asked what our weekly grocery budget was and I replied with a huge smile "fill the cart with whatever you want" Yes, that was amazing! See despite what some think I started my business from nothing. For a few years the only vehicle I owned was the beat up van that I worked out of. Winning is very

President’s

Letter Jasper Drengler

President

Winning

different depending on who you talk to. Everyone has different goals and values. The secret to winning is never giving up and having a goal. Your goal must be measureable. Set many small goals and celebrate as you meet each one.

The best part about winning is that it's contagious, once you start winning others around you will want in on it. The feeling of having a part in someone else’s win is amazing. I know what drives each one of my

3 S W E E P I N G September 2017

employees and being able to help them graduate college, buy a new car, motorcycle or home is a wonderful feeling. I’m blessed to be on track for another record year and at the same time getting married, attending a wedding in India, donating time to boy scouts, girl scouts and those in need in the community.

The crazy thing is when you give, you win even more.

This winning doesn’t come without hard work, long days, weeks or even years. I’m not done reinvesting, learning or growing. The best way to jump start your winning is by doing what I did. I spent what I had to so I could attend the National Chimney Sweep Guild conventions and seminars all over the country. I split rooms with other sweeps, sometimes I slept on the floor or even in my

4 S W E E P I N G September 2017

van. I did what I had to do to win. I like to surround myself with winners, so budget now for Portland! Plan your wins, join me in bettering the industry and lets all win together.

Jasper Drengler Winner (NCSG President)

H

appy September, Sweeps!

Hopefully you all are enjoying the tail end of the warm months as the industry prepares for its annual ramp up to busy season.

Go into the cold month’s armed with great business advice from our sweeping writers. This month Taylor Hill of Spark Marketer brings you tips for “thinking retention” during the busy fall and winter months.

Didn’t get a sale you were hoping for? Jerry Isenhour of CVC Coaching writes this month on what to do and think about when you didn’t make the sale.

Trying to get through more customers without sacrificing quality? Check out this month’s Tech Q and A on page 16.

Editor’s

Letter Darcy Marlett Editor

The staff and I wish you a happy and successful busy season!

Cheers,

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6 S W E E P I N G

Winter Is Coming...Start Thinking Retention Taylor Hill Spark Marketer

In a seasonal business like chimney sweeping, you can go from having an empty calendar to being in the weeds almost overnight. Even though the seasonality of business is inevitable and happens every year, we’re always surprised by how much of a surprise it is to many business owners. Without fail, so many business owners are caught off guard. They go from dead-phoneparanoia to scrambling to get each job on the books and completed; from sitting around waiting for the phone to ring to running around like chickens with their heads cut off. Sound familiar?

Well, let’s think about how “the scramble” affects

September 2017

your business and the level of service you offer.

Your busy season is when you are out in front of more customers than you are the rest of the year. But unfortunately, when you’re unprepared and scrambling to keep your head above water, you don’t tend to deliver the most exceptional service; you’re too focused on getting through the season alive.

The problem is, when you don’t deliver exceptional service, you’re not likely to get calls next year from those customers who called you this year. You are, however, likely to go

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into your next busy season just as unprepared and spend just as much on advertising and marketing to attract new customers who have yet to discover you. It’s sort of a vicious cycle that we see many business owners get caught in: you’re going out, season after season, in search of new leads instead of having a plan and a list of returning customers to serve.

But what if you knew what your busy season was going to look like and you prepared for it and developed systems and safeguards to guarantee fast, efficient, and customer-wowing service? What if you focused on, not just getting the job done so you can get to the next job, but on giving each of your customers a great and memorable experience so they’ll want to have you back next year and tell their friends and family to call you as well? What if you went into this year’s busy season with a focus on customer retention?

8 S W E E P I N G

You may not have ever taken the time to consider whether a focus on retention would really make much difference in how you serve your customers, but let’s think about it right now.

How would a focus on retention affect your service? Would you show the customer a greater level of care? Would you take the time to make sure each and every customer had their needs met and felt good about the way they were treated? Would you send them a follow-up email thanking them for their business and letting them know about the different specials you offer your customers during the “off season?” Would you start a VIP program that offers customers

September 2017

first-choice scheduling and gets them on the calendar for their annual service before your busy season starts again next year?

Would you respond to negative and positive reviews online?

How Can You Improve Your Customer Retention Levels?

There are a lot of ways you can increase customer retention, but you need to be thinking about how you’re going to implement customer retention practices and systems before the phones start ringing off the hook.

Take some time to think about customer retention practices that you could implement this year. Take a look at your systems and make sure everything is fool-proof and setup for maximum efficiency. Make sure you’re giving your techs and your office management staff everything they need to be successful this season.

Additionally, deliver value after the initial service. Share things that your customers will find helpful or meaningful on your social media accounts.

Send helpful emails (like maintenance tips or FAQs) pertaining to the service you provided to that particular customer. Write blog posts that are informational and helpful, and that provide value to customers and potential customers. Establish yourself as an authority -- the only company to call for the services you provide -- and make staying with your company easy and irresistible for your customers.

Retention Is A Team Effort Whether a customer remains loyal or calls another company next season doesn’t rest on the back of one person or one tech; it involves every level of the company. It starts with the person answering the phone and includes everyone and everything from the scheduling process and the customer followup process to the technicians, the trucks, and the uniforms.

Are you and everyone in your company providing the best service to each and every customer at each and every touch? If you’re delivering exceptional service to your customers on every level, they’ll have no reason to go to Google, Yelp, Angie’s List, Groupon, HomeAdvisor, or anywhere else to look for a company the next time they need the services you provide.

They’ll stay with you until you give them a reason not to.

Are you going into this year’s busy season with a focus on retention? It’s never too late to do things differently. End the crazy cycle and go into this busy season prepared and ready to really wow (and retain) your customers.

Taylor Hill is Co-Founder and Crew Chief for Spark Marketer, a local online marketing company specializing in marketing for service businesses across the US. He loves the chimney industry and is passionate about helping service business owners navigate the Internet oceans filled with sharks and unsavory pirates. He’s also co-host of the Blue Collar Proud (BCP) Show, the podcast that’s all about having and living the blue collar dream, and co-author of Blue Collar Proud. @sparkmarketer, facebook.com/ sparkmarketer, @taylorkhill @bcpshow

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Coach’s

Corner Jerry Isenhour

SO, YOU DIDN'T MAKE THE SALE?

I

t happens, you gave it your best shot, the work needed to be done, you provided the reason, you provided the right product and you gave them a good price on the repairs.

But the problem is, the sale was not made. This happens.

When it does, as you walk away, where is your mind?

What is your thought process?

What are you thinking?

That value must be one the customer feels and senses. The presenter must realize that your feeling of value, and what they perceive as value may not be the same. It is important that value is expressed in a way the customer feels it and can grasp it. Without that sense of value by your customer, no matter what you think their need is, you are likely not going to win the sale.

Many times, we may think, well the guy was a jerk. Or, maybe you are saying he doesn't care about his property. Or, maybe he doesn't care about his loved ones (do you really think that is true?). Whatever your thoughts are, to be successful as a sales communicator you need to focus your thoughts on the real reasons the sale may not have happened. Here are the thoughts that I suggest you consider as a self-review of your presentation. The following are questions I suggest you consider asking yourself if you want to be making more of those sales and being the best, you can be. Ask yourself these questions before you go to the next sales performance.

Did I fail to provide a sense of trust in me to the customer?

What value did I not provide to the customer?

10

One of the key reasons your customer makes a buying decision is not the price, rather it is the value, the value they conceive the product or service offers them. That's why after each failed sales presentation you must ask yourself the following question: was there a lack of value that the customer could clearly see attached to my presentation?

S W E E P I N G September 2017

Trust, it is one of the most important feelings that a human being is looking for in a relationship. Did you in all your actions and words convey that the customer could trust you, trust your company and trust the product would deliver as promised? Did he trust you were a good person, that your company was a great company, that your service and products would serve their needs? Did they trust your product would be one they could depend upon? Trust, it is a basic human need. That's true whether it's in a sales situation or any other relationship. So, establishing trust as a part of the sale process is of immense importance.

Was there a perceived risk in the customer's mind I did not erase?

What are the perceived risks?

There is any number, but unless the customer feels there is no risk, they are unlikely to proceed. At times they may proceed, but they still have a sense of risk, this is often the customer that drives you crazy. Your presentation must

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be such that risks are removed from the customer's mind. The perceived risks are likely not caused by you; it could well be something in the customer's mind from a previous buying experience: the washing machine that did not work, and no one would return to repair it; the car repair; the last home repair, etc. A phenomenal sales presentation will ease perceived risks; however, it takes more than warranties, and it takes more than promises. It takes believable assurances that are delivered to the customer. This is how risks are eliminated, both real or imagined. Eliminate risk, both perceived and real, more sales are made, and the work will be done with in a more cooperative environment, and all are much happier.

Did I listen to the customer?

12 S W E E P I N G

Yes. Did you listen? And, did you listen to understand the customer, or did you listen to reply. There is a big difference.

And, the customer needs you to listen to what he's saying. They need you to listen attentively so you can understand what they want. Is listening sometimes a pain? Of course it is, after all, you have more things, many more things to be done today.

But if you don't listen, then you will never understand the power questions you need to ask the customer, the power questions that will make the customer stop, think and realize no one has ever asked him that question before. This makes them consider you more of an expert, and they truly want an expert doing that big job.

September 2017

There is a listening/talking relationship in the sales process, if the ratio is not followed, then success is harder. The ratio is 70 percent listening and 30 percent speaking, in other words, you, the presenter, should speak only 30 percent of the time, and be listening 70 percent of the time.

Wouldn't It Be Great How would it feel if you could have a hidden microphone that you could hear what the customer said after you leave?

If the customer were to express how they truly felt after you left would you be open to hearing it? Or, would you be so convinced you did it right that instead of listening to improve, would you just be listening for what errors in their thinking lead them to deny the sale?

So, next time you don't make the sale ask yourself the questions posed in this article. Ask them deeply, and answer them honestly. Did you build trust?

Did you build a relationship? Did you present value? Did you erase the perceived risks? You see, to be your best you must keep examining your performance.

You certainly will never win them all, though that would be nice. But could you improve?

Most people can if they are open to changing and will simply try.

Start tracking yourself, every day. Make a diary and measure the number of sales presentations you make a day and the number you close.

And start working on daily improvement. Just think, if you could increase your closure rate 10% a month, where would you be in 6 months? In a year?

That's what winners in life do.

It is not the giant one-time leaps that mean massive change, rather it is the slow, measured, and ongoing improvement that truly makes a big difference.

Give it a whirl. You may shock yourself where it can take you.

About the Author: Jerry Isenhour is an industry consultant, educator, and coach who authors a monthly article in Sweeping as a service to the industry. For more information about Jerry and how his team can assist you individually and your business in your quest for success and your ascent to the next level, take a look at his web site www.cvccoaching.com He can be contacted at jerry@cvccoaching. com or by phone at (704) 425-0217.

You can also obtain great business tips from his Facebook page CVC Coaching and YouTube channel CVCCoaching.

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Technical

Q&A

Michael Segerstrom

NCSG Technical Advisory Chair

Question:

What can I do, specifically during sweeps and inspections, to be more efficient, essentially faster, while still providing top quality services?

16 S W E E P I N G

ANSWER There are many aspects to look at, that can help speed things up, without compromising top quality service. These include improving data collection, using modern sweep techniques and training regularly to our standard operating procedures (SOPs). Of these, we're going to take a look at data gathering and collection. This is something that can make us more efficient year-round, not just during the hectic "busy season�.

Data collection is important at the home, and can also be valuable after the fact, when providing a repair estimate.

And good data collection can add efficiency in both instances.

Data collection should start on the phone, when an appointment is made.

Standard information should be gathered, including service history, chimney and roof construction, operation and performance problems, and any recent changes. Getting this information beforehand, will help ensure the technician is appropriately prepared, which better manages time. A phone call form could be created, and a copy even sent with the technician.

Once at the home, having standardized data collection forms as well as collection procedures can really improve efficiency. If our data collection currently consists of unorganized handwritten field notes, it can take a lot of time to write these at every job. Having standardized

September 2017

forms, whether printed or on an electronic device, helps us to systematically collect the information as we go.

Training our technicians to follow and fill out these forms can streamline our process.

And repetition of this SOP, will increase efficiency.

Forms can be simple in nature, with areas for chimney construction, chimney height, connected appliances, etc.

Additional forms can be used to document the condition of things, and defects or deficiencies in the system we are looking at. We may have forms for sweeps and level 1 inspections, and separate forms for when performing a level 2 inspection. We could also have one multiple page form for everything, filling out only the areas appropriate to the level of inspection being performed.

These forms can be customized to meet the needs of different company structures and their policies and procedures.

The NFPA 211 requires us to measure different things during level 1 and level 2 inspections.

If we are already measuring, it makes sense to write these measurements down. Liner sizes, chimney and connector clearances, hearth & hearth extension dimensions, to name a few. Other measurements are not required to be taken, but are very helpful in providing estimates. These could include brick sizes or chimney structure dimensions. Our data collection forms should be for in house use only, not given to the client.

If we don't have or use standardized data collection forms, we do have industry resources to obtain and/or purchase these. Creating them ourselves is often best, as we can insure that they are designed or laid out in a way that suits or company and procedures. Some of us have even created these forms simultaneous to writing our company's SOPs for data collection.

The secondary benefit to efficiency is having detailed information, for writing proposals and estimates after the fact, when we are no longer at the client's home. This can be very helpful, during the busy season and year-round.

Many of us have spent countless evening hours looking through pictures and field notes trying to generate accurate estimates and proposals. With standardized data collection, guesswork is also often taken out and writing the estimate is faster, as the necessary information is right in front of us in an organized manner.

Good data collection is just one way to help make us more efficient. It increases our professionalism, can reduce our liability, and help us better serve our clients.

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Deep double channel base for superior durability.

17 MA D E IN

US A

Custom

All hinges & screens run the full height to add stability & eliminate gaps between lid & mesh.

Call your favorite Gelco distributor today!

ULTRA-PROTECTION CHIMNEY CAPS

September 2017

S W E E P I N II G

History

Project Claire Rutledge-Sakha Program Coordinator

These vintage brochures were hiding in staff offices, and we’re glad they were found! Both are examples of the technological advancements made in American heating — which for many Americans meant moving from wood (or coal or oil) heating as a means of survival to fires as entertainment. While these sorts of efficient fireplaces did mean better heating, this was the transitional period to a more modern lifestyle that did not include year round dependence on fires. As the 1937 brochure says, “For Northern Homes — A Heatilator Fireplace is best appreciated on cool days in spring and fall when a furnace is extravagant.” Emphasis is placed on how these modern fireplaces fit in the modern home — with different kinds of décor even. American society was becoming focused on the ideal nuclear family, and with that came the ideal family home with a family room people gathered in to play games, listen to the radio, and enjoy a toasty fire.

18 S W E E P I N G September 2017

THE GUARANTEED SOLUTION TO SMOKING FIREPLACES Steel Chimney Adapter (Optional)

GOOD

Fan Speed Control

Manual Control System Manual control with variable fan speed Fan quietly operates to create perfect draft conditions, eliminating spillage

BETTER

Manual EcoDamper

Fan Speed Control

EcoDamper System

Manual pull-cable damper and control with variable fan speed Damper prevents loss of conditioned air when fireplace is not in use

RSHT CHIMNEY FAN

BEST

Manual EcoDamper

EFC211 Speed Control and Alarm

EFC/EcoDamper System Manual pull-cable damper and control with variable fan speed & alarm Control monitors fan operation and damper prevents conditioned air loss

For more information, call 800.255.2923 or visit enervex.com

September 2017

19 S W E E P I N G

20 S W E E P I N G September 2017

Repairing gaps in clay chimney liners shouldn’t be this complicated.

About 30% of your chimneys can be easily repaired in less than half a day with

21 With HeatShield you can repair tiles without downsizing the flue.

To find out how to become a factory trained HeatShield Dealer, call 800-860-6327 Visit www.heatshieldchimney.com to learn more about how HeatShield works.

September 2017

S W E E P I N G

Dates and

Events September 2017

22 S W E E P I N G

September 4-10, 2017 CSIA (online) – Must be registered by Noon September 1st - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org September 11-17, 2017 CSIA (online) – Must be registered

by Noon September 8th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.

CSIA.org September 14, 2017 CSIA Certified Dryer Exhaust Technician® Review & Exams Renaissance St. Louis Airport Hotel – NADCA Fall Technical Conference St. Louis, MO For more information, please call (317) 837-5362 or visit www.

CSIA.org September 15, 2017 CSIA Certified Chimney Sweep® Review & Exams Atlantic City, NJ For more information, please call (317) 837-5362 or visit www.

CSIA.org September 18-23, 2017 CSIA National Chimney Sweep Training School CSIA Technology Center For more information, please call (317) 837-5362 or visit www.

CSIA.org

September 2017

September 18-24, 2017 CSIA (online) – Must be registered

by Noon September 15th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

September 25 – October 1, 2017 CSIA (online) – Must be registered by Noon September 22nd - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

October 2017 October 2-8, 2017 CSIA (online) – Must be registered by Noon September 29th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org October 6, 2017 CSIA Certified Chimney Sweep® Review & Exams CSIA Technology Center For more information, please call (317) 837-5362 or visit

www.CSIA.org October 9-15, 2017 CSIA (online) – Must be registered by Noon October 6th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org October 16-22, 2017 CSIA (online) – Must be registered by Noon October 13th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org October 20, 2017 CSIA Certified Chimney Sweep® Review & Exams Albany, NY For more information, please call (317) 837-5362 or visit www.CSIA.org

23 S W E E P I N G September 2017

October 23-29, 2017 CSIA (online) – Must be registered by Noon October 20th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

November 2017 October 30 – November 5, 2017 CSIA (online) – Must be registered by Noon October 27th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org November 6-12, 2017 CSIA (online) – Must be registered by Noon November 3rd - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning

The premier chimney cap for keeping smoke out of living spaces.

Although there have been

• Vacu-Stack® works with single wall, double wall, triple wall, or masonry.

the last 40+ years, there is only one

• Solves draft problems related to hills and mountains, tall trees, and tall buildings near the chimney.

24 S W E E P I N G

- Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org November 9, 2017 NCSG & CSIA Board Meeting GoTo Meeting November 13-19, 2017 CSIA (online) – Must be registered

by Noon November 10th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org November 20-26, 2017 CSIA (online) – Must be registered

by Noon November 17th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

• Sizes available from 3” to 30”+; custom and oversize available.

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Model VSA-TDW for air cooled chimney

the authentic Available from leading distributors nationwide.

September 2017

• Standard construction is 100% austenitic stainless steel; also available in other alloys including copper and Type 316 for marine/coal appliances.

Improved Consumer Products, Inc. PO Box B Attleboro Falls, MA 02763 (508) 695-7000 Fax: (508) 695-4209

www.chimneycaps.com

many attempts to copy it over

Vacu-Stack®.

Always ask for it by name and look for

the seal of authenticity on top of the cap.

100% made in USA

November 27 - December 3, 2017 CSIA (online) – Must be registered by Noon November 24th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

- CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org December 18-24, 2017 CSIA (online) – Must be registered

by Noon December 15th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org December 25-31, 2017 CSIA (online) – Must be registered

by Noon December 21st - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org

December 2017 December 4-10, 2017 CSIA (online) – Must be registered by Noon December 1st - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org December 11-17, 2017 CSIA (online) – Must be registered by Noon December 8th - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review

FREE VIPER

25 S W E E P I N G

Made in Germany

Free Wohler Viper L, PN: 9412 with purchase of VIS 400, PN:4153 · · · ·

Pairs with the Wohler VIS 400 Camera Clean and inspect chimneys with ease Lightweight and easily transported 50 foot long cable Mention Promo Code: Sweeping

www.wohlerusa.com

September 2017

Trusting

& Innovative Facts Numbers to be

By Chuck Roydhouse

The degree of ones emotions varies with ones knowledge of facts.

26 S W E E P I N G

Everyday chimney company owners’ make difficult decisions based on incomplete information. Having significant chimney repair contracts at stake as well as the extra pressures that arise from the urgency for their completion, client complaints, employee personalities, high bidding, etc. can lead to decisions that may not serve the company well.

As an example, if you were to be under-bid on three consecutive jobs, it might cause you to think you need to cut prices. But if you did an analysis of proposals over the span of a few years, this might not be the case. You may be winning an acceptable percentage of profit per opportunity and actually be above your goals.

This is similar to loosing an employee to a higher paying competitor. Instead of panicking and handing out raises to everyone, a logical solution would be to analyze salaries. This could reveal that overall, your team is well compensated.

September 2017

If you had shot from the hip and matched the higher rate, you would have upended the entire pay-scale and blown your yearly budget.

Most owners do not ask enough questions or look into the details. You must collect statistics, costs, sales ratios and employee retention dating. By knowing these numbers you can make fact based decisions which will improve performance and profit. Once you have mastered this process, you can then tackle some other innovative best business practices such as:

1. Set goals and measure results Companies tend to perform better with measurable performance goals that track results.

2. Reply on fact based decision making Combine insight and foresight, validating your instincts with real data from inside and outside your company

3. Pay attention to reviews – send out surveys Get valid input from current clients, employees, and third party surveys. Use this data to make improvements and let your clients know that you are not just listening, you have closed the loop to improve the company client experience.

4. Recruit all the time Hire talent when you find it not when you need it.

This can be accomplished using combinations of in-house and professional training for on boarding new hires and the development of managers.

5. Strategically Market

The old saying, “The ox is slow but the world is patient” is no longer true. We live in a world of instant gratification. Get on board or be left behind, your choice.

Chuck Roydhouse has managed a successful chimney maintenance and repair company for over 25 years. He is President of Roydhouse Effect Inc. This firm offers fractional CEO and Social Media Marketing Consulting Services that are tailored for small service businesses needing help, but not needing a full time employee to develop and execute the plan Chuck has served on the CSIA Board of Directors since 2014. He has held the positions of Chairman of the Educational Development Committee and Chairman CSIA Master Sweep committee and CSIA Treasurer.

He is currently serving as Vice President of CSIA.

Have an integrated marketing and communication system in place. This should be linked to growth goals in order to realize the company objectives.

Remember! What I have laid out for you must be constantly monitored and updated to create a flexible business model because in today’s business climate we must be prepared to adapt and change to meet the shifting client expectations.

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Order Today at smoktite.com or call 866-439-0069 September 2017

27 S W E E P I N G

New

Members

NEW YORK

ILLINOIS

MINNESOTA

ALASKA

Lake Champlain Pools & Spas | Tom Roberts | Plattsburgh

The Retired Fireman | Bill Fox | Gilberts

Flue Doctor, LLC | James Johnson | Tracy

Oros Chimney Service | Garrett Oros | Sugar Grove

OKLAHOMA

Air Duct Cleaning & Services | Wayne Calkins | Eagle River

MASSACHUSETTS Sandwich Chimney Sweep, Inc. | Keith Cliff | Sandwich

S W E E P I N G September 2017

Certified Chimney Specialists, LLC | Arthur McConkey | West Allis

5

6

REGION

28

WISCONSIN

REGION

REGION

4

Jamark, LLC | Billy Harrington | Lawton

REGION

REGION REGION

REGION

REGION

REGION

REGION

4 14 45 25 56 36 6

This month NCSG member benefit partner Mass Marketing Insurance Consultants, Inc. brings you updates on the health insurance market for 2018. You can find more information about Mass Marketing Insurance and our other NCSG member benefits in the Members Only section of NCSG.org.

Individual Policy 1) The Open Enrollment Period for anyone wishing to apply for an Individual policy will be 45 days from November 1, 2017 to December 15, 2017. If you do not enroll in a health plan, you will be ineligible to obtain coverage unless you have a Qualifying Event (ie: involuntary loss of health coverage, marriage, becoming a US Citizen, permanent move to another state).

2) Shop strategically – if you qualify for tax credits which will lower your cost, you must enroll through the Marketplace (HealthCare.gov) to be eligible for the tax credits.

3) The average rate increase will be more moderate with premiums estimated to increase at a far slower clip than 2017. However, individual insurers are concerned about whether the Trump Administration plans to enforce

the mandates. If the penalty for not having health insurance is not enforced, there will be a significantly lower number of young healthy people dropping insurance, while the sickest, costliest members will remain.

4) Short Term Insurance – if you missed the Open Enrollment Period deadline, Short Term Insurance will help bridge the gap until the next Open Enrollment Period.

Group Insurance 1) Not subject to any open enrollment period.

2) If you r company has 2 or more employees, you are eligible to enroll in a group plan at any time throughout the year.

3) Group plans provide more access to doctors and hospitals.

The PPO options will provide coverage for all providers either on an in network or out of network basis.

4) Group plans have more flexibility allowing an employer to terminate a plan and begin a new plan at any time. Any deductible and out of pocket expenses satisfied under a group plan will be transferred and honored by the

Progressive

Perks Health Insurance For 2018 – What You Need To Know new insurance company.

If you wish to obtain a Group or Individual policy health quote or have any questions, call Mass Marketing Insurance Consultants, Inc. at 1-800-349-1039 or email mmic@mmicinsurance.com

29

WE MAKE BUSINESSES PROFITABLE & ORGANIZED Business Consulting chuck@roydhouseeffect.com

Social Media Management (410) 863-0157 www.roydhouseeffect.com

September 2017

S W E E P I N G

CSIA UPDATE September 2017 Report

www.CSIA.org

Meet a CSIA Director: Tommy Nelms (pictured center)

Hometown: Franklin, TN How she got her start in the industry: I was a career fireman with the Franklin Fire Department for 11 years.

We worked a 24 hours on/ 48 hours off schedule. Every fireman has a part time job. I had a been in the lawn care industry previously and wanted to do something different. I was looking for a part time job where I could parlay my fire department experience. I actually saw a chimney sweep van driving down the road and I began to research the trade. I realized that there was a lot of opportunity in the chimney trade. I was a technician assistant for another company and paid my own way to become CSIA certified. I got out of the industry after my eldest son was born, but after 6 months away I wanted to go back to it. At that point my wife and I decided to start our own company and in October 2010 Sweeps & Ladders was born. Our company has grown to the point where I left my fire

department career to focus full time on my business in 2013, and it has been a really fun ride!

Why CSIA certification is important to Tommy: I see the CSIA certification as a symbol of dedication to those you serve- your customers. It shows everyone that you are serious about the profession that you have chosen. The certification takes time on the job, learning and studying.

It requires constant due diligence to stay abreast of the latest trends and methods in our ever changing industry. Everyone that is in business would agree that customer service is the most important thing. I see the CSIA certification as a vital part of being able to deliver the pinnacle of customer service. It is our duty as chimney sweeps to stay informed, constantly train and continually learn for the betterment of those that we serve, our customers.

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About Your Business: My wife Beka and I own Sweeps & Ladders. We have been in business since 2010 and I have run it full time since 2013.

We have an amazing team, and I am proud to work along side the men and women of Sweeps & Ladders.

Thankfully, Nashville is a booming market, and we are privileged to have wonderful competitors in our area that we work very well with. We have 5 CSIA certified chimney sweeps and we serve the Middle Tennessee area. .

Where do you see yourself in 15 years: In 15 years I will hopefully still be involved in with Sweeps & Ladders. We have a team full of capable men and women that I hope to hand the ball off to and let them run with it. I hope to be pushing our industry along side the rest of the chimney sweeps across the country to higher levels.

September 2017 Report Meet a Director Continued: Best piece of advice he’s ever been given (and from whom): “Its not what you say, but how you say it.”- Beka Nelms. This is the best advice I have ever received. It sounds so simple, but it is something I have to work on all the time. Whether I am disciplining a team member or giving them praise. Educating a customer on their fireplace or dealing with a complaint.

People want to be heard and they want to know that you are looking at for their best

interest. If you go into any conversation or discussion with this thought in mind you will be able to clearly articulate your thoughts and be respectful and kind to whomever you are speaking to. Sometimes we have to reprimand someone or give a customer bad news about the condition of their fireplace. If you articulate these things to them in a kind and respectful way the person being reprimanded is much more inclined to correct their

behavior, and likewise the customer to select you to repair the issues with their fireplace.

A little more about Tommy: I have been married to my beautiful wife Beka for over 9 years. We have two boys Boone, 7 and Wyatt 4. I enjoy spending time with my family, riding motorcycles, hunting and fishing. I am also the President of Sweep Away Cancer (www. sweepawaycancer.com) which I am so proud to be a part of.

Newly Certified Chimney Sweeps: California Shane Imburgia | Certified Chimney Inspectors | Glendale Daniel Mintz | The Chimney Sweeper | Van Nuys Canada Ian Myers | Myers Chimney | Minden, ON Florida Malcolm Aldridge | Doodlebuggers Service Network | Glendale

Chimney | Peoria Michael Cotter | Lindemann Chimney | Lake Bluff Indiana Alex Smith | Olde Towne Chimney Sweeps | Jeffersonville Roger Thompson, II | Chimney Solutions | Indianapolis Kansas Richi Fernandez | The Fluesbrothers Chimney Service | Kansas City

Illinois William Fox | The Retired Fireman | Gilberts Garrett Oros | Oros Chimney Service | Sugar Grove Matthew Snyder | Excel Fireplace & ADVERTISEMENT

www.CSIA.org Michigan Christopher Lee | Hancock Chimney Service | Grandville

Rhode Island Gregory Putnam | Classic Chimney Services | Warwick

Minnesota Clifton Juhl | 2nd Generation Chimneys | East Bethel Lisa Pixley | 2nd Generation Chimneys | East Bethel Kyle Thompson | Black Goose Chimney & Duct | Duluth Samantha Mass | 2nd Generation Chimneys | East Bethel Daivd Ingeldew | 2nd Generation Chimneys | East Bethel

Virginia Steven Springer | Blue Ridge Chimney Services | Harrisonburg

Missouri Jason Phelps | Custom Masonry | Raymore

Wisconsin Adam Kuss | Certified Chimney Specialists | West Allis Arthur McConkey | Certified Chimney Specialists | West Allis Jacob Rowell | Royal Chimney Service | Milwaukee Jason Schmidt | Advanced Chimney Specialists | Neenah

New York Jeremy Long | Lake Champlain Pools, Spas & Stove | Plattsburgh Thomas Roberts, Jr. | Lake Champlain Pools, Spas & Stove | Plattsburgh Pennsylvania Joseph Thornton | Wissahickon Valley Sweep | Ambler Mike Jones | Estates Chimney Sweep | Chalfont Tyler Noll | Kegerreis Stoves | Bernville Marlin Zimmerman | Kegerreis Stoves | Bernville

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September 2017 Report

Newly Certified Dryer Exhaust Technicians Florida

North Carolina

Jason Reese | Dirty Ducts Services |

Shane Hendricks | Smoke Alert | Garner

Tallahassee

Tyler Riva | Smoke Alert | Garner Brandon Jennings | Smoke Alert | Garner

Illinois Garrett Oros | Oros Chimney Service | Sugar Grove

CERTIFIED

DRYER EXHAUST

TECHNICIAN

Michigan Kaleen Mozham | Air Flo Cleaning Systems | Woodhaven

Newest CSIA Master Chimney Sweep Jeffrey Simmons | Top Hat Chimney Sweeps | Opelika, AL Kenneth B. Robinson | Coopertown Services | Memphis, TN

Upcoming Classes & Events National Chimney Sweep Training School September 18 -23 | CSIA Tech Center | Plainfield, IN Our flagship week-long program includes both hands-on and classroom instruction on chimney cleaning & inspections. Our training school is designed for experienced profesionals and novices, alike, culminating in the opportunity for all participants to sit for the CSIA Certified Chimney Sweep certification. Non-members of the National Chimney Sweep Guild will also receive a one year membership at no extra cost.

For additional course details, please visit www.csia.org/education.

ADVERTISEMENT

Around the

Tech Center.

Megan McMahon Association Manager

Hello Sweeps!

August was a busy and productive month here at the Tech Center. We hosted a training school, a CDET workshop and the NCSG board of directors who were in town for their annual budget meeting. In addition to working on the budget for the upcoming fiscal year, many good planning conversations were had for the 2018 Portland, OR NCSG Convention and Tradeshow. We hope to see you all there! Finally, the NCSG/CSIA team went hard to work defining our culture at the tech center with a set of core values.

These affirm our dedication to one another as a team as well as to the sweep community and I am pleased to share those with you!

Respect.

Foster a culture of respect for one another, our customers and ourselves.

34 S W E E P I N G September 2017

Compassion An ability to show compassion through empathy and encouragement.

Flexibility A willingness to show flexibility while exemplifying understanding and patience resulting in an ideal work-life balance.

Accountability A dedication to accountability accomplished through personal responsibility and open communication.

Reliability Exhibiting reliability by being consistent and trustworthy while contributing to team solidarity

Growth A commitment to personal and professional growth through continuous self-improvement and development.

Classifieds GasVent Software for Sizing Chimneys only $195 Call 1-800-648-9523 for more info and visit www.elitesoft. com to download a free trial version.

Chimney Figurine Collection for Sale For sale. Chimney sweeps figurine collection. Around 60 items. Could include curio cabinet. $1,200 claude. couture55@gmail.com or 514-237-0888 CLASSIFIED ADS FREE FOR NCSG MEMBERS Members can run one 35-word classified free each year!

Regular classified ads are $2/word or $1/word for NCSG members. Classified ads are non-commissionable and must be pre-paid. To place a classified as, please contact Sara Sichting at ssichting@ncsg.org or 317-837-1500.

Top 5 Reasons to become CSIA Certified in 2017: 1. Join more than 2,000 of the most educated, qualified, and ethical chimney and dryer vent technicians in the country.

2. With more than two million pageviews on our website over the past two years, more homeowners are looking to hire CSIA Certified professionals than ever before.

3. Obtain national recognition of your accomplishment and dedication to being the best person for the job.

4. Earn quality referrals from professionals in affiliated industries, such as Realtors, home inspectors, fire fighters, etc.

5. Use CSIA’s (aggressively protected) trademarked logos on your advertisements, vehicles, and website.

C o m e s e e w h a t w e’r e a l l a b o u t :

w w w. c s i a . o r g

September 2017

35 S W E E P I N G

Darwin

Award

I am never shocked anymore. This is at a house in Champlin, Minnesota we looked at. The owner said they sealed up the wood chase unit—shingled the chase top—and they put a cover over the masonry

chimney, which turned out to be a bucket. They called us because they are still having leaking issues.

Steven Cody, The Chimney Pro's in Woodbury, MN

Have you snapped a photo of a peculiar chimney in your area that made you shake your head in disbelief?

Send it to editor Darcy Marlett at dmarlett@ ncsg.org. for publication in Sweeping. Or, mail it to NCSG, 2155 Commercial Drive, Plainfield, IN 46168. Include a few words about the scene and location.

Ad Index CVC Coaching

704-425-0217

www.cvccoaching.com 23

Chim Cap Corp

800-262-9622

www.chimcapcorp.com 22

Copperfield 800-247-3305 www.copperfield.com

36

ENERVEX 770-587-3238 www.enervex.com 19 Firesafe Industries, Inc.

800-545-6607

Gelco™, Lyemance™, and Lock-Top®

S W E E P I N G

7, 13

www.firesafeinc.com 14 www.gllchimneyproducts.com

17

ICP 508-695-7000 www.chimneycaps.com 24 Lindemann Chimney Company

866-629-8006

www.lindemannsupply.com 9

National Chimney

800-897-8481

www.nationalchimney.com

New England Chimney Supply

888-900-8106

www.newenglandchimneysupply.com 15

Olympia Chimney Supply

800-569-1425

www.olympiachimney.com 11

Roydhouse Effect Inc

410-863-0157

www.roydhouseeffect.com 29

Sand Hill Wholesale & Mfg., Inc

800-258-5496

www.sandhillwholesale.com 4

SaverSystems, Inc

800-860-6327

www.saversystems.com 21

Inside front cover

Smoktite 866-439-0069 www.ventechindustries.com 27 Wohler USA

978-750-9876

www.wohlerusa.com 25

Z-Flex 800-654-5600 sales@z-flex.com 5

September 2017

Our forests are threatened by invasive tree-killing insects and •

Leave firewood at home – buy local firewood at or near your destination, or collect firewood on site when permitted.

•

Buy or collect only what you’ll need, and burn it all completely by the end of your stay.

•

If you have already moved firewood, use it immediately. Do not take it home with you, and do not leave any excess firewood on site.

ash borer, gypsy moth, and Asian longhorned beetle don’t move far on their own – but they can travel hundreds of miles in a single day in a bundle of contaminated firewood. Once transported to uninfested areas, these insects and diseases can emerge and start a new damaging outbreak.

EST SERVI CE FOR DE P A

RTM E

U RE

diseases that can hitchhike on firewood. Pests like the emerald

N T OF AGR IC U L T

JOIN US HERE Registration opens September 20th to join the NCSG in beautiful Portland, Oregon!

Mark your calendar for April 18-21, 2018 and find out more information at www.ncsgconvention.org