Sweeping June 2021 VOLUME 45 #5
The Journal of Chimney and Venting Technology
Why ‘Doing the Work’ Isn’t Always Enough to Get a Review Is a SWOT the Path For Your Business Journey?
Meet a Member — Daniel Freeman
NOW VIRTUAL!
maximize
YOUR OPPORTUNITIES
The hearth, patio and barbecue industry is now at a critical juncture. As demand accelerates, businesses must be prepared to offer customers the precise products and solutions they are seeking, have the business acumen to successfully navigate our new landscape and possess the marketing savvy to communicate your brand’s values and ensure customers turn to you to realize their visions for their homes and businesses. From June 23-26, 2021, HPBExpo Connect is where you’ll network with peers and top suppliers, explore a comprehensive indoor-outdoor showcase and immerse yourself in expert-led training. Without travel costs and safety concerns, you’ll enjoy authentic connections and the exclusive resources you need to ignite profitability and claim your share of our rapidly growing market. SPARK NEW OPPORTUNITIES and Register Today!
REGISTRATION IS NOW OPEN Visit www.HPBExpo.com for details.
Why ‘Doing the Work’ Isn’t Always Enough to Get a Review
Coach's Corner: Is a SWOT the Path For Your Business Journey?
Meet a Member — Daniel Freeman
14 18 24 Sweeping June 2021 Volume 45 Issue 5
Table of Contents President’s Letter 4 Director's Letter 6 Editor’s Letter 8 In Case You Missed It 9 Tech Q&A 10 New Certifications 11 Membership Memo 12 New Members 13 Dates and Events 22 Darwin Award 28 Classifieds 28 Advertisements 28
S weeping | June | 2021
1
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 2021-2022
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.
2
STAFF
Resources Easton Kuboushek, MPA Executive Director director@ncsg.org Marshall Peters Education Coordinator contact@rtifiedchimneyprofessional.com Kacie Krominga Marketing and Communications Coordinator marketing@ncsg.org Brittney Burton Membership & Outreach Coordinator bburton@ncsg.org
S weeping | June | 2021
Vice President, Region 1 Matt Mair matt@blackmoosechimney. com Region 4 Jeff Keefer jeff@chimneycareco.com
Region 6 Jesse Peralta chimcare@hotmail.com At-Large Joe Sauter joe@yourchimneysweep.com Secretary, At-Large Director Steve Scally firesidesweeps@comcast.net
Treasurer, Region 2 Bill Thornton wissahickonvalleysweep@ yahoo.com
At-Large Director (Appointed) Tim Smith certifiedchimneycare@ gmail.com
Region 3 Ron Rust tophatswp@aol.com
Supplier Representative Stuart Karanovich stuartk@saversystems.com
Region 5 David Steward copperridgechimney@ gmail.com
COMMITTEE CHAIRS and TASK FORCES 2021 – 2022
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, At-Large Director (Appointed) Thomas Hunkele topnotchchimney@gmail.com
Bylaws Matt Mair (603) 525-7905 matt@blackmoosechimney.com
Membership Jesse Peralta (503) 655-2446 chimcare@hotmail.com
Convention & Expo: Stuart Karanovich (765) 966-5084 stuartk@saversystems.com Ethics Joe Sauter (317) 243-9687 joe@yourchimneysweep.com
NFPA 211 Representative Jim Brewer (757) 523-2400 jbrewer@magic-sweep.com
Governance Ron Rust (803) 730-5858 tophatswp@aol.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 Steve Scally (603) 895-8746 firesidesweeps@comcast.net
NFPA 31 Representative John Pilger (631) 863-2460 chimneyman@aol.com
International Relations John Pilger (631) 863-2460 chimneyman@aol.com
DISCLAIMER The views expressed in Sweeping do not necessarily reflect the views of the National Chimney Sweep Guild or its employees. 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 David Bruce at red2designbureau@gmail.com. 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. © 2021 National Chimney Sweep Guild
ALL FOR YOUR SUCCESS! We’re excited to make your online experience even better! Many changes are coming to your online experience in 2021 to make ordering with Lindemann online faster, easier and better than ever!
! N O O S G N I M O C
WHAT TO LOOK FOR • Enjoy the Same Great Support & Special Offers • Improved Navigation & Customer Portal • Real Time Tracking & Product Availability • Tools, Time Savers, & Easy Check Out • Improved Search, Layouts, & Much More!
IN
COM
N!
O G SO
ORDER ANYTIME, ANYWHERE, ANY PLACE WHAT CUSTOMERS ARE SAYING ABOUT CROWN SAFE™ Clear Elastic Sealant STOPS WATER INTRUSION INSTANTLY!
“Really worked well. You just brush it on and you’re done.” “Won’t use anything else. “ “Crown Safe is the premier crown product on the market.” “Crown Safe goes on easy and is a pleasure to use.”
lindemannchimneysupply.com | 866.240.9955
Tom Hunkele President
President’s Letter
Watch That First Step!
4
Safety! Many of us can remember the days when we’d just scurry up the roof for a quick look at the top of the chimney was commonplace in our daily operation. But, so were the accidents and in fact so was the loss of life that came along with that not-to-worry attitude. Times have thankfully changed and now wearing a safety helmet is more appealing than wearing a top hat up on the roof. For many business owners changing the safety culture of the organization had to start with those who had been employed the longest. Implementation of rules and requirements for safety around the job site often meets with employee resistance. This leads to disciplinary actions and in some cases this action results in the loss of employment for repeat offenders. However, commitment to implementing safety procedures and protocols improves throughout the industry. The old adage of “An Ounce of Prevention” rings a bell for all of us. It’s obvious what the benefits
S weeping | June | 2021
of prevention are and that’s where the bulk of the effort and resources need to be placed. Just talk to any employer that has gone through a workplace fatality and they will openly admit that the human cost, and subsequent business costs, are not worth short-changing prevention measures. So how is our industry changing? Today many business owners now have checklist on every truck and safety training is now a part of the SOP (Standard Operating Procedures) before anybody gets out the door to their first job. And many larger multitruck operations have safety personnel that routinely travel and check in on jobsites. Today’s chimney companies have embraced the concept of policing themselves and that the employee is the most valuable asset when it comes to getting the job done right! When proper equipment and processes are used they offer a one-two punch to ensure that when people go up on the roof they only come down when they want to. Chimney companies today have found that the use of both engineered fall protection systems and written protocols, such as a rooftop management plan offer the greatest reduction of risk. Isn’t that what safety is all about? Now, in any industry there are the exceptions to the rule that believe not getting caught is far better than following the rules.
But for these companies, the quick cash gain is often followed by a kindly looking gentleman who walks up to the jobsite flashes his badge and begins the process of shaking his head and issuing OSHA citations. The sudden increase in your insurance premiums, personal hardship, and a nightmare of litigation and publicity suddenly makes all that quick cash disappear. It’s like magic. So isn’t it just easier to follow the rules and keep your sanity? My final thought is this—for some crazy reason somebody in this world loves you. Yeah! You! So why not give them the gift of always being there for them. Safety in the workplace—you’re not just doing it for yourself, your doing it for those who love you. Be Safe & Check Your Equipment! Tom Hunkele NCSG President
Stop Struggling and Start Spraying
• • • • • •
20 Year History Most Versitile Lining product available Conforms to nearly any size or shape Listed Liner for Gas and Oil Listed and Labeled to UL 1777 and ULC S-635 Lifetime Warranty
The Original Spray Ceramic Smoke Chamber Coating
Spray Ceramic Liner
ALL ng on ver i p p i Sh so FREE tite order k Smo 0 $200
Approved Industries Call 866-439-0069 or visit us at approvedindustries.com
Easton Kuboushek
Executive Director
Director's Letter Unbridled Charisma, Intentional Outcomes
M
ember Sweeps and Suppliers,
Greetings from the new NCSG Headquarters in Ankeny, Iowa! In early May, your staff and I welcomed the 2021 NCSG Board of Directors to discuss and define the future of our Guild. With my first encounter facilitating your Board in person, I can say with unwavering confidence — chimney sweeps have charisma. I’m pleased to share that through a structured process, your Directors were able to translate their unrivaled passion and decades of experience into a new strategic plan. These outcomes are intentionally designed to meet the current and evolving needs of NCSG Members. In the coming weeks, the finalized document will be broadly distributed so members can both understand and contribute to the NCSG’s growth and success. In the meantime, I’m pleased to share the board has directed staff and organized committees around four strategic priorities, including:
Education & Certification The NCSG is refocusing its value to members to prioritize
education and training. Members will be able to level-up their skills through the method they prefer — hands-on or virtual training. The NCSG is also updating and expanding the newly acquired Certified Chimney Professional (CCP) certification, allowing members additional options to add credibility.
Member Engagement The NCSG is recommitting to member engagement, value and transparency. In addition to expanding member benefits, the NCSG is stepping up communications to help members take better advantage. Your Guild is the leading resource for chimney and venting professionals — let’s all get involved.
participate. The Guild has an international footprint and regularly represents industry interests with OSHA, EPA, and in State and National Regulatory Affairs. I would like to offer a personal invitation to engage with NCSG in new ways — join a committee, attend an event, invite fellow Sweeps to a hands-on training event near you — find a way to benefit from NCSG and support your industry. Join your directors in turning your charisma into intentional outcomes in the next chapter of the NCSG. Sincerely,
Events & Fellowship
Easton Kuboushek
The NCSG is a community and we’re eager to get back together in person. Next year, the NCSG Convention will be held in Las Vegas. NCSG will also take over planning the Chimney Expo, which will be held August 10 – 13, 2022. This new event will focus on entry-level professionals and hands-on training.
Executive Director National Chimney Sweep Guild director@ncsg.org
Advocacy Finally, and perhaps most importantly, the NCSG is stepping up advocacy efforts and empowering members to
THE
FOR ALL YOUR CHIMNEY AND HEARTH NEEDS
FAST
SAME DAY SHIPPING
10,000+ PRODUCTS
RELIABLE CUSTOMER SERVICE
3
DISTRIBUTION WAREHOUSES
40+ YEARS OF EXPERIENCE
EDUCATION
INDUSTRY LEADING NATIONWIDE EDUCATIONAL SEMINARS
FREE
TECHNICAL ADVICE
OUR PEOPLE THE FRIENDLIEST AND MOST DEDICATED STAFF IN THE INDUSTRY
CUSTOM ORDERS BUILT AND POWDER COATED TO YOUR SPECIFICATION
800-247-3305 | www.copperfield.com
David Bruce
Interim Editor
Editor’s Letter
H
ello, Sweeps!
Summer has arrived at last and the country is emerging on the other side of the pandemic. This issue's topic is safety. You already read Tom's letter about standard operating procedures, safety checklists and embracing safety as an essential component of the work culture. Steve Scally provides a list of essential safety equipment for chimney operations Moving from there, Carter Harkins and Taylor Hill of Spark Marketer talk about strategies to get more reviews for your work. And Jerry Isenhour pens an article about SWOT analysis and
8
S weeping | June | 2021
your business development. Also check the In Case You Missed it for information on contributing to Sweeping.
In Case You
Missed
it…
Don’t miss out on #NCSG2021! The Virtual Convention and Trade Show scheduled for June 14 – 17! With all of the uncertainties surrounding in-person events in 2021, you can be certain that attending the NCSG Virtual Convention and Trade Show will provide you the education and networking you’ve come to expect from NCSG. We’ve designed this year's convention to fit within your schedule — no need to take off a week of work or pay to fly out your entire staff in order to reap all of the rewards of attending a live event. Unlike conventions in the past, you will be able to attend and get CEUs for every session offered at convention...that's nearly double the usual amount! And with over 70% new speakers and plenty of your favorite vendors, we're sure this convention will be one for the history books! Bonus: the convention platform will be open for one whole month! Get your CEUs and gain valuable knowledge on your own schedule. Register today to secure your spot at www.ncsgconvention.org.
Contribute to Sweeping! We are looking for a contributor for an article about the Virtual Convention to be included in the August issue of Sweeping. Additionally, Chimney Expo will be one of the first in-person Guild events and presents another opportunity for contribution to the magazine. Contact the editor at red2designbureau@gmail.com if you would like to write an article or be interviewed about your experiences at the Virtual Convention and Chimney Expo, and submit photos and captions from Chimney Expo.
Call for Entries! We are all familiar with the Darwin Award feature, calling out the things that are cringe-worthy or otherwise make you utter the works "What the...?" But what about the exceptional work that NCSG member perform on a regular basis? We would like your photos for Sweeping. Send any photos along the five Ws (who, what, where, when and why) for captioning to red2designbureau@gmail.com.
S weeping | June | 2021
9
Steven Scally
Technical Q and A
Safety Issue
W
10
hat type of safety equipment do I need to be a chimney sweep? There is a lot of safety equipment needed for this job we do to meet OSHA regulations. The equipment list everyone needs to have are as follows. • Safety glasses, I recommend two types one that fits around your head and fits snuggly to not let anything in is needed. And another one that is a tinted lens for grinding metal and such. I have had shards or whatever I was cutting get passed the normal set of safety glasses and into my eye. Once, I had a piece scratch my cornea and I had to be hospitalized. Yes, I had my glasses on and the piece got through the underside of them. • Hearing protection is a must. We work around very loud equipment like vacuums and grinders etc.
S weeping | June | 2021
• A respirator that will protect you from the sweeping side and one from the chemical side as well. You will need different cartridges for these different tasks. I recommend a positive air respirator as well. You will need a fit test for your respirators to be on file. • I highly recommend a climbing helmet that is ANSI certified. I also recommend a bump cap for inside fireplace work while sweeping. I do not know how many times I have hit my head on that lintel bar. • Proper gloves and have different gloves for different reasons. We have gloves for sweeping and a different set of gloves to do linings and two different sets of gloves to do masonry work. • Fall protection is also required for our jobs. You will need a full set up and you will need to have this checked and
maintained as there is a complete set of guidelines that need to be followed for fall protection. • I highly recommend that you have a complete first aid kit on each vehicle. They should consist of more than just band aids and things. You will need eye wash and a Benadryl pack for anyone allergic to bees. You will also need to know if they are allergic to bees as you may need a Epi Pen on the truck as well. I am sure there is more needed, and this list will help you know what your basics are. With the fall protection gear I highly recommend that you get some training with this equipment before just buying it and using it. That too can be harmful.
New Certifications\\ April 2021
®
Maryland
New Hampshire
Angel Martinez, Takoma Park Jeremy Rosario, Middle River Andrew Pruzinsky Westminster
Jarrid Zieba, Antrim
Massachusetts
®
Colleen Scott, Natick
California Christopher Sayles, Van Nuys
Colorado Cole McClain, Littleton
Iowa Kyle Mauricio, Cedar Falls
Illinois Chris Sittler, LakeBluff Erich Braun, LakeBluff Barrett Warnke, LakeBluff Eric Anderson, LakeBluff Tyler Gruzalski, LakeBluff Eric MacCoy, LakeBluff Miguel Perez, LakeBluff Tommy Truong, LakeBluff Aubrey Biggs, LakeBluff Hiram Carrero, LakeBluff Kent Maurer, LakeBluff Michael Kleeman, LakeBluff
Kentucky Justin Bartlett, Lexington James Jones, Lexington
Minnesota Matthias Strawn East Bethel David Ingeldew, East Bethel Tyler Jelberg, East Bethel Jason Burkman, East Bethel Jarrid Zieba, Antrim John Sauter, El Prado
Ohio Gary Spolar, Cleveland Richard Petrella Jr, Cleveland Matthew Bican, Cleveland Zack Luzius, Cleveland Patrick McNeeley, Cleveland Tyler Getty, Cleveland Graham Rothgery, Cleveland Jeremiah Nuzum, Cleveland
Indiana Kirt Daenes, Fort Wayne
Massachusetts Dan Webster, Danvers Cory McGill, Williamsburg
Minnesota ®
Connecticut Paul L. Feher Jr, Monroe Dan Fichtner, Monroe James Smith, Monroe
David Pixley, East Bethel Troy Isaacson, East Bethel Tyler Sloan, East Bethel
New Jersey Edgar Luna, Blairstown
New York
Illinois
Curt Lashua Tupper Lake
Derek Schafernak, LakeBluff Robert Lebron, Lake Bluff Shaun Peters, Lake Bluff
Mark Ferraiolo, Catawissa Jonathan Tor, Doylestown
Pennsylvania
Texas Patrick Harris, Harker Heights Cody Whitwood, Denton
Virginia William Sippel, Bealeton Matthew Starich, Bealeton
S weeping | June | 2021
11
Brittney Burton Membership and Events Coordinator
W
e want to hear from you! This month is full of opportunities to connect with both the Chimney Expo and the NCSG Virtual Convention on the schedule. Our board and staff have been
Membership Memo working hard to plan a bright future for the Guild and our members but we also need your input in order to bring you the benefits, events, and opportunities you really want. This is a great time to share your ideas and feedback! If you are attending the events this month be sure to stop and say hi to a board member or a member of the staff. We have missed connecting with you and can’t wait to see new and familiar faces. Personally, I have
12
S weeping | June | 2021
had little opportunity to connect with our membership due to the pandemic so I personally cannot wait for the chance to meet many of you. Whether you attend the events this month or not we are always happy to hear from you on the NCSG Discussion list and other social media pages. If you are looking to get involved please reach out to office@ncsg.org and we can help connect you to a committee or other
volunteer opportunities to benefit the Guild. Hope to see you soon!
Brittney Burton NCSG Membership & Events Coordinator
New Members
MARYLAND Starks Chimney Services | Matthew Stark | Perryville
ILLINOIS Chimney Monkey | Artjoms Kalinicenko | Deerfield
NEW JERSEY Chim-Cheree Chimney Sweeps, Inc. | Stephen Kuber | Brick
OHIO A-1 Evans Chimney Service | Brandon Trader | Ontario Ohio Chimney Co. | Corey Flowers | Warren
REGION
REGION REGION
REGION
REGION
NEW YORK Top Hat Chimney Service Inc | John Maurer
REGION REGION REGION
REGION
1 1 242 4 353 5 TEXAS Cunningham Gas Products | Jeff Cunningham | Spring KW USA | Travis Clayton | Fort Worth
Canada
REGION
REGION
REGION
REGION
REGION
44 55 66
ALBERTA Tout’Sweep Chimney Cleaning | Phil George | Bragg Creek
S weeping | June | 2021
13
Why ‘Doing the Work’ Isn’t Always Enough to Get a Review
14 Carter Harkins and Taylor Hill
E
veryone wants more, more, more. No, I’m not talking about food, money, or sex. I’m talking about online reviews. And for good reason... According to BrightLocal’s 2020 Local Consumer Review Survey:
87% of consumers read online reviews for local businesses in 2020, up from 81% in 2019 73% of consumers only pay attention to reviews written in the last month Only 48% of consumers would consider using a business with fewer than 4 stars Yes, we all want and need more reviews. But getting them isn’t always easy. Some people won’t leave a review if they’re not asked. Others won’t even if they’re asked.
S weeping | June | 2021
But there’s something that greatly increases the likelihood that a customer will write a review: an experience that is exceptionally good OR exceptionally bad. What if you don’t provide either?
So-So Service Never Gets Reviews Around here, we’re a bit obsessed with service businesses. We’re always analyzing the experiences we have ourselves and talking about what the businesses we’ve hired got right and what they got wrong. So when we had a fence installed recently, for us, it was just another opportunity to obsess and analyze. Now, the company showed up, they did the work, and the fence looks great. In other words: They did the job we paid them to do. But we
didn’t rush to Google to leave a review.
Who’s to Blame?
We’re people who know how important reviews are for local service businesses, but we didn’t even feel inclined to leave a review. We couldn’t help but wonder why. So we started analyzing the experience.
Here’s the thing: It’s not the crew’s fault that we won’t be leaving a review. It’s the business owner’s fault. Wait, what? How can it be his fault?
Since day one, communication had been spotty, at best. We were never told what to expect, we weren’t given install dates until we asked (a month after sending a deposit), and it seemed that all of the communication happened solely as a result of us reaching out with questions.
Businesses don’t accumulate hundreds and thousands of reviews by doing their jobs. They accumulate hundreds and thousands of reviews because of the way they do their jobs and the customer experience they provide.
Working around the winter weather was tricky, and whenever the crew wanted to come out, they didn’t do anything to reassure us they could do a good job in the conditions. They said things like, ‘Let’s see how it goes. We were given less than an hour’s notice when they had to change dates due to weather and wanted to come on a different day. The day the crew showed up, they just stood outside. No one came to the door, and when we went out to greet them, no head foreman introduced himself or talked over the plan with us. We actually had to take the initiative and make sure they knew what we wanted. When they were done installing the fence posts, they just picked up their tools (well, they did leave one behind) and left. No one came in to go over the work with us or told us when they’d be back to finish the job. The crew was nice enough. They worked hard and got the job done. And they did what we paid them to do. But that wasn’t enough to send us skipping to Google to leave them a review. A lot of companies make this mistake. They think that if they do the work, the reviews will come rolling in. But ‘doing the work’ is not enough. People leave reviews for companies that do more than just the bare minimum. They leave reviews for companies that impress them. That go above and beyond. That communicate, allay their fears, and let them know what to expect every step of the way. The fence company didn’t do that.
Because he’s the one who thought sending a crew out to ‘do the job’ was enough.
It’s as simple as that.
4 Tips for Getting More Reviews So, you want more reviews for your business — what are four takeaways from the fence experience that can help you get more?
Tip #1: You should think of every person in your company as part of your sales and marketing and make sure they see themselves that way as well. Whether you prepare them or not, every person who comes into contact with your customer is contributing to the perception of your business and the customer experience. If they think of themselves as just ‘another guy on the crew,’ they’re not going to take the time to introduce themselves or consider how and what they’re communicating to your client. It’s your job to train all of your employees to see themselves as part of your brand’s messaging and marketing, so your business’s image isn’t being shaped by people who aren’t thinking about your brand or the message you’re trying to communicate.
Tip #2: Your customers don’t have your knowledge. They don’t know how you work or what to expect when they work with you. It’s your job to lay out expectations, prepare them for the process, and allay their fears or concerns. Just knowing what to expect can make the entire process smoother and less stressful for your customers. Even if you have
S weeping | June | 2021
15
to change dates or give short notice for arrival, just knowing that’s a possibility will remove frustration for your customers. And remember, it’s far better to err on the side of over-communication than it is to leave your clients in the dark.
Tip #3: Ask your customers for a review! Customers that are asked are much more likely to leave you a review. Plus, when you ask for feedback on the customer experience and the job done, you get insights into what you could be doing better. And that’s how you get better as a business.
16
S weeping | June | 2021
Tip #4: Make sure you nail tip #1. It’s that important. So get out there, provide an experience that sends customers skipping to Google to rave, and keep the good reviews coming! Carter Harkins and Taylor Hill are the co-founders of Spark Marketer, a Nashville, Tennessee-based digital marketing company that works primarily with home services businesses. They're also co-authors of the book, Blue Collar Proud: 10 Principles for Building a Kickass Business You Love. Both regularly speak at service industry trade shows and conferences across the nation. Visit www. sparkmarker.com or www.facebook.com/sparkmarketer.
A New England company serving the nation. www.NewEnglandChimneySupply.com | 888-900-8106
CERAMIC RESURFACING & REPAIR SYSTEM
Check out the video at necs.tv/fireguard!
Call today to become an installer!
ChamberGuard SMOKE CHAMBER RESTORATION SYSTEM
Check out the video at necs.tv/sprayer!
Jerry Isenhour
Coach’s Corner Is a SWOT the Path for Your Business Journey?
O 18
ften, we have our business dreams, but we run into roadblocks and walls. So many business owners run and run and run like a hamster on a wheel, fighting fires, but not really making the required changes in the direction they are traveling. The result is they just do not make headway and are often simply running in place day after day. There needs to be an answer. And from my viewpoint there is. The answer is shown by the successful corporations of America, companies like Amazon, Southwest Airlines, Ford and so many others. And to see how they do it is as simple as a Google search and seeing what their process is. You see, successful corporations employ a planning tool that you can easily put to work for your company. It can be employed for any organization and for any group of people who want to move past their challenges and move forward to their dream destination even through the challenges that they face. It is a phenomenal process that is called a SWOT meeting.
S weeping | June | 2021
What do the letters SWOT stand for?
where it is not being used to its fullest potential, and an area that you need to improve on.
The S stands for the company SWOT ANALYSIS OF AMAZON STRENGTHS, SWOT ANALYSIS OF AMAZON STRENGTHS WEAKNESSES the things that • Strong brand name • Easily imitable business model STRENGTHS WEAKNESSES • Brand valuation • Losing margins in a few areas you do very • Customer oriented • Product and failures • Strong brand name • Easilyflops imitable business model • Differentiation and Innovation • Tax avoidance contorversy well, the things • Brand valuation • Losing margins in a few areas • Cost leadership • Limited brick-and-motar presence • Customer oriented • Product flops and failures W • Declining S • Largest merchandise selection consumer safety that make you • Differentiation and Innovation • Tax avoidance contorversy • Cost leadership • Limited brick-and-motar presence unique, and W THREATS S • Largest merchandise selection • Declining consumer safety OPPORTUNITIES O T • Few controversies • Amazong can gain the opportunity that separate • By expanding physical stores • Government regulations OPPORTUNITIES THREATS • Investing in smart materials • Links to exploitative labor you from others O T • Can do backward integration • Increasing cybercrime • Amazong can gain the opportunity • Few controversies • More aquisitions • Aggressive competition • By expanding physical stores • Government regulations in your market • Self driving technology • Imitation • Investing in smart materials • Links to exploitative labor area. These are • Can do backward integration • Increasing cybercrime • More aquisitions • Aggressive competition the qualities • Self driving technology • Imitation that make you successful. Fuel Cost Staff costs: pilot and crew
The W stands for The cost of running an airline WEAKNESSES, Fuel Cost Staff costs: pilot and Taxes crew the things that The cost of running are holding an airline Taxes you back, the Aircraft cost and amortization things you do Maintenance Cost not do well, the areas in which Maintenance Cost you are failing Aircraft cost and amortization Takeoff and Landing Fees and the things that others The O stands for Takeoff and Landing Fees in your market area may OPPORTUNITIES, these be doing better than you. are the items that offer you Let me make an important note growth and potential success. here, if you are doing this likely Areas to expand into and new you may find an area where products or services that you a strength also is a weakness. could offer that would bring An example of this could be you increased income. the software you are using, but The T stands for THREATS,
19
S weeping | June | 2021
these are the roadblocks that could pop up that could threaten your existence. Strengths and weaknesses are both internal, they exist within your company. Opportunities and threats are external, they exist outside of your present operation.
20
In 2020 due to the COVID-19 crisis we have added a 5th word to our SWOT process, and this is the letter F and it stands for fears. The year 2020 brought out fears, and what we have learned is that fears can often be a roadblock. An example could be a fear of growth by your workforce due to the potential downfall of the economy and sales that could result in job loss. And many of your team members may fight your desire to scale the company. Fears must be laid on the table and discussed openly. Now a SWOT can involve many different groups of people, it could be the leadership team, but the better way is to involve every member of your company in the process. Your workforce may have ideas, concepts and answers that can provide insight
into your problems and can assist in the goal of deriving the strategy and direction for the company. Often, they do not share their thoughts with leadership, and we often find that the members of the workforce have great ideas that they are holding back. So, give serious consideration to including them in the process. In addition to the input they can offer, it also provides an excellent way to gain buy-in to the company strategy that you have set.
What are some of the things that make for a successful SWOT meeting? • Time The process will require a full day. Yes, it will require shutting down the company, but you are also generating the fuel you need to move to a higher level and you can come out of this meeting with the strategy needed to get there. • Outside Facilitator It requires an outside facilitator as many of the issues will have emotions involved. Without an outside
S weeping | June | 2021
facilitator, often productive discussions cannot be held. While you may be the leader of the company, the ability to conduct an effective SWOT is better assigned to a person who has been trained and experienced in the process. • Chance of Scenery It requires being held in a remote location away from the office. In the office the members of the team are on your turf, to get them free thinking it is best to host this in a remote location such as a hotel or restaurant meeting room. You can even consider doing this out of town, at a resort or other similar area. But this is not a holiday, this is a day where heavy lifting will be required to assemble the required strategies. • Lunch Lunch on site should be served, leaving for lunch will break the rhythm of the meeting and it will be hard to recoup this if you leave the meeting area. • Flip Charts Flip charts are required, we suggest using flip chart sheets where the edge is sticky, in other words large sticky notes. The flip chart sheets will list the various items
that come up in the discussion. You can obtain these at office supply stores or order through Amazon. You will also need a flip chart tripod to hold the flip charts. As the flip charts are filled with the words and thoughts, they will be in clear view. • MarkersThese need to be in various colors to highlight the words and to separate these into individual words and thoughts and not just a jumble of words that look alike. It will require several hours to assemble the various components of Strengths, Weaknesses, Opportunities, Threats and Fears, but once we have these listed, then we can start dealing with the strategies for resolution of these. Keep in mind through the process, we are building on the strengths, while finding resolutions for each of our weaknesses. Often, we will concentrate on the weaknesses in the strategy building portion of the day. Once the SWOT has been completed the contents of the flip charts should be documented digitally for later review. Some business owners
even keep the flip charts sheet, and they are posted in the company meeting area as a reminder of the discussion. Memories are often short. At the end, the leadership should write a summary of what was learned and the discussion that was held. One of the solid pieces of advice offered by Tom Ziglar, and a thought that originated with his father Zig Ziglar is that we should “Expect The Best But Prepare For The Worst” and this is smart advice for each of us in our personal lives and in the way we lead our teams. And it is a key thought in the present-day bull market we are seeing where the demand for products and services is at an all time high. Economies are often like the waves of the ocean, they have a way of changing, they can be gentle, but then they become violent. So is the world of economics, they rise, and they fall. And they have a way of changing our direction, often suddenly and unexpectedly. After conducting many SWOT meetings, I can attest that this is a solid process that it is a tool for moving to that dream destination, it is one of the processes
to turn your business dreams into your business realities. Do some research, google some of the SWOT meetings of successful companies and see how they use this tool to become and stay the market leaders in their categories. And what company managers and leaders find out is that this is such an effective process that they do this on an annual basis as a part of their strategic plan. The reason is quite simply IT WORKS! If you have not tried it, put it into your strategic plan for movement to your business dreams. 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. A Past President of NCSG & CSIA along with serving in several volunteer industry positions over his career. 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.cvcsuccessgroup. com He can be contacted at jerry@cvcsuccessgroup.com or by phone at (704) 425-0217. You can also obtain great business tips from his Facebook page CVC Coaching and YouTube channel CVC Coaching.
S weeping | June | 2021
21
Dates and Events
Educational Dates & Events listings from NCSG Members. Please check with the host organization listed below prior to making travel commitments. Blue Collar Chimney Expo
Sturbridge, MA Asheville, NC
For more information or to register visit www.BlueCollarChimneyExpo.com
‡ Professional Inspection Delivery August 2021 Portland, OR Bensalem, PA Lancaster, PA Worcester, MA Canton, OH
‡ Spring Show April 1st-June 30th 2021 ‡ Fall Show Labor Day through the end of 2021
Chimney Expo 2021 King of Prussia, PA Valley Forge Casino June 3-5, 2021
San Clemente, CA
HPBExpo
For more information or to register visit www.chimneyexpo.com
Copperfield Chimney Academy
For more information or to register visit hpbexpo.com/
For more information call or text (570) 340-0482
Louisville, KY
‡ Professional Chimney Inspection June/July 2021 Loomis, CA Springfield, MO Lancaster, PA
Exhibition June 24-26, 2021 Education June 23-25 2021
tops them all. • The industry standard for keeping out squirrels, birds, leaves, and other debris. • Works with single wall, double wall, triple wall, or masonry chimneys. • Sizes available from 3” to 30”+; custom and oversize available. Air cooled and non-air cooled. Model WSA-TDW for air cooled chimney
the authentic Available from leading distributors nationwide.
• 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
Although there have been
many attempts to copy it over the last 40+ years, there is only one
Weathershield®. Always ask for it by name and look for
the seal of authenticity on top of the cap.
100% made in USA
Where Has Your Sweeping Been
With restrictions ending and life returning to a semblance of normalcy, people will be traveling and engaging outside again. We thought now would be a good time to ask "Where has your Sweeping been?" Submit a photo from your travels with you and your Sweeping magazine with caption information to red2designbureau@gmail.com We're looking forward to seeing where you go with Sweeping!
Daniel Meet Freeman
a Member
Daniel Freeman The Chimney Doctor, Ltd. Grand Junction, CO What is a question you get asked most about being a chimney sweep/chimney sweeping/the industry? What is your answer? Do I dance on the roof? Only if there are wasps. How did you get started in the industry?
24
I actually discovered the industry completely by happenstance. I met my wife in Phoenix and moved to Colorado, where she lived, to get married and settle down. One of her best friend’s father had been a chimney sweep for over 30 years. He needed someone to help and I was looking for work. Initially he wanted someone to buy him out or partner with him when he was ready to retire and I told him I could give him a year and then I'd let him know if I was interested in potentially buying him out one day. At the end of that year I was hooked. This was the first job I'd ever had that after a year I wasn't bored. After roughly three years of working with him we still hadn't really talked about what that would look like or how a transition would work. Around that time an opportunity came up to purchase a complete set of equipment from the family of another local sweep who had passed away along with a list of some of their larger clients. I talked with my original boss about the possibility of partnering and bringing those names, and that equipment, into the business as part of a buy-in. In the end he wasn't sure what the value of the equipment or names were and elected not to discuss that option any further. As a result, in June of 2016 I went out on my own and found a friend to replace me at my old position so I didn't leave my employer in a bind. Since the moment I was on my own I have pursued further education and certification and we have grown consistently as a result. When I
S weeping | June | 2021
was in business school I always wondered how people chose the businesses they wished to pursue. In this case the business chose me and I am forever grateful to God for it, because I truly love chimneys and without His help I doubt I would have ever discovered this industry. What advice do you wish you had received when you were getting started? When I had gotten started I wish I had understood the importance of standard operating procedures (SOPs) and standardizing and recording everything and how it is done. This would have made my life easier initially and when it comes time to grow or train others this makes it so much easier. Efficiency increases and everyone has the same checklist or walkthrough to refer back to in order to avoid wasted time and effort. My first few employees and technicians were figuring it out with me and we often ended up doing things many different ways. Now we have been striving to standardize things for several years and it has made a huge difference in how we do business.
The best advice I could give now, realizing I still have a lot to learn, is that education is key and standardization will simplify everything you do and force you to think through your processes and procedures. If you ever want to have employees who can go and do the same thing you do, the way you do it, and make your customers happy — then you need to standardize what you do into SOPs. Just thinking through the step by step process of how that happens and what you do can change your business. But doing so will take time. Make sure you schedule dedicate time to work on your business and not just in your business. What is the biggest challenge you face on the job? What are your best strategies for overcoming it? The biggest challenge I face both in the field and in the office is keeping things consistent between myself and other technicians, and processes at the office. The biggest challenge I face is me being the choke point for all the processes that need to happen. While we have made great headway creating processes and standard operating
procedures, solving one problem often leads to the creation of a new bottleneck further down the line. I believe that we are limited in our businesses as owners and inspectors based on the bottlenecks that limit our time. The biggest challenge I face currently would also be tied to hiring and training good technicians to complete work in the field. We have great technicians now but we are already stretched up against our new bottlenecks and adjusting our processes to account for it can be a challenge. The best way we have found to overcome these issues is by being willing to change constantly and not being tied down to how we have done things in the past. While how we do things has brought us our success it has also brought with it all our struggles, difficulties, and the breakdowns we experience as well. How we do things has both strengths and weaknesses inherent in it. If we protect how we do things to the point of being unwilling to change then we also protect ourselves from the solutions to our problems as well. This has impact both in how the business is done and
25
S weeping | June | 2021
how we perform inspections. To perform a better inspection we have to change or alter our process or procedure as we gain more information and education. It is the same with the business. As we recognize the shortcomings of our current processes and things that are missed or not accounted for we make changes to bring things into alignment Who was your most famous customer? Just this past week we completed work for one of the Koch brothers. Have you ever attended NCSG Annual Convention & Trade Show? If so, what was your favorite takeaway? I have attended the NCSG conventions. They are invaluable to improvement. It is a place where people come together and share what works and
26
S weeping | June | 2021
what doesn't work, what they have improved and what they have left behind, and where they are now and where they hope to be in the future. Convention is a place of perspective shifts that can change everything about what you do, how you do it, and the destination you have set for yourself and your company. Convention can open your eyes to the broader world of information, training, and ways of doing things outside of your local area. My favorite takeaways from convention always come in the moments spent talking with sweeps, inspectors, or business owners in the hallways, or at dinners and meals, and getting their stories and hearing how they have overcome the difficulties they faced in their areas. The biggest take away I have gotten from these events so far is that we are not alone in our industry, even if it may feel that way at times. There are others committed to the same goals I am. Meeting these others gives me strength to hold the line and helps me encourage and educate
my customers to repair their systems to meet or exceed all minimum standards required for the continued use of their system. There is a feeling of brotherhood overall that we are not alone in our industry. Sure there are divisions and factions within the industry at times but overall we are all engaged in the same great cause and it is inspiring to be around others who feel the same way. What is your proudest accomplishment? The accomplishment that I am personally most proud of is my family and my relationship with my wife. My business I feel is a gift from God, and I have been greatly blessed to find the employees that work with me. We have been blessed with work so that I can provide for my family, and so my employees can provide for themselves and their families as well. The greatest accomplishment is not one of profit, or total gross revenue, though those numbers translate into opportunities for all of us (myself, my employees, and our families), but of time spent with family. I feel like we are finally to the point that we don't work crazy hours anymore. Everyone works solid days 4 days a week, with the 5th to catch up on reports and clock out early. The point of what we do is enjoy work, serve our customers, and go home to spend time with our families in the evenings and at the end of the week. In our business this is becoming what I am most proud of...the creation of a business that while busy doesn't own all our lives. The business serves us in spending time with our families and doing what we love. Could we work harder, or longer hours? Sure. But would that serve our lives? I don't think so. There is more to life than work and creating a business that can add to my home life, and the lives of my employees, without stealing their life is what I feel is my greatest accomplishment at work.
What do you like to do outside of work? Outside of work my family and my faith take up the rest of my time. People always ask what I do when I'm not thinking about chimneys. I always joke, "Is there anything else?" and then proceed to explain I have 5 kids between the ages of 2-14 and any time I'm not thinking about chimneys is spent with kids and my wife. Together we enjoy camping, rock crawling, four wheeling, swimming, just being crazy hanging out, and attending church activities and temples associated with our faith. What is, in your opinion, the most valuable part of being a member of the National Chimney Sweep Guild? The comradery of being a part of something larger than myself. Sweeping magazine has been very valuable as well in terms of information acquisition, etc... The conventions and trade shows have been invaluable, and the education provided exceptional and indispensable. Overall I feel the benefit of being a member of the NCSG is in having a say in the direction of the industry and knowing that as my kids grow up and time permits I can elect to dedicate more time to help the industry and start serving on boards or committees. The NCSG is the place where our voices as industry members can be heard and our impact felt.
S weeping | June | 2021
27
Darwin Award
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
“Yes, that is a bell & spigot sewer pipe laid all the way up the side of that house.”
28
John Briscoe Black Goose Chimney Sweep, Inc. Thaxton, VA Have you seen something that caused you to do a double-take? Chuckle? Or ponder how has that structure not burnt to ground? Snap a photo and send it and a caption to red2designbureau@gmail.com
Advertisements
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 ad, please email office@ncsg.org or call 317-837-1500.
Approved Industries 866-439-0069 info@approvedindustries.com 5 Copperfield 800-247-3305 www.copperfield.com 7 CVC 704-425-0217 jerry@cvccoaching.com 8 ICP 508-695-7000 www.chimneycaps.com 22 Lindemann Chimney Company 866-629-8006 www.lindemannsupply.com 3 National Chimney 800-897-8481 www.nationalchimney.com 12, 25 New England Chimney Supply 866-513-2378 www.newenglandchimneysupply.com 17 Sand Hill Wholesale & Mfg., Inc 800-258-5496 www.sandhillwholesale.com 21 SaverSystems 800-860-6327 www.chimneysaver.com 16
S weeping | June | 2021
Introducing our Keynote Speakers
Morgan Luttrell & Johnny “Joey” Jones 2021
Pu
tt
in
ss
.
convention gt
he
piec
e s t o g e t h er
s for
uc
ce
Join us June 14-17, 2021 for an event like no other. www.ncsgconvention.org