Sweeping March-April 2021 by National Chimney Sweep Guild

Sweeping March-April 2021 VOLUME 45 #3

The Journal of Chimney and Venting Technology

Responsive Marketing: What It Is, Why It’s a Requirement for 2021 & How to Get It Right 10 Ingredients For A Successful Service Business

Meet a Member — Jake Cromwell

Responsive Marketing: What It Is, Why It’s a Requirement for 2021 & How to Get It Right

Coach's Corner: 10 Ingredients For A Successful Service Business

Meet a Member — Jake Cromwell

12 16 22 Sweeping March/April 2021 Volume 45 Issue 3

Table of Contents President’s Letter 4 Editor’s Letter 6 Tech Q&A 8 Sweeps Say 10 Membership Memo 24 New Members 29 Date and Events 30 Classifieds 31 Darwin Award 32

Cover: Watercolor illustration by David Bruce, Red2 Design Bureau

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

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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.

STAFF

Resources Easton Kuboushek, MPA Executive Director director@ncsg.org Marshall Peters Education Coordinator contact@rtifiedchimneyprofessional.com Brittney Burton Membership & Outreach Coordinator bburton@ncsg.org

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Vice President, At-Large Director (Appointed) Thomas Hunkele topnotchchimney@gmail.com Treasurer, Region 1 Matt Mair matt@blackmoosechimney. com Secretary, Region 4 Jeff Keefer jeff@chimneycareco.com Region 2 Bill Thornton wissahickonvalleysweep@ yahoo.com

Region 6 Jesse Peralta chimcare@hotmail.com At-Large Joe Sauter joe@yourchimneysweep.com At-Large Director Steve Scally firesidesweeps@comcast.net At-Large Director (Appointed) Gregg Boss englishsweep@att.net Supplier Representative Stuart Karanovich stuartk@saversystems.com

Region 3 Ron Rust tophatswp@aol.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, Region 5 Jasper Drengler (715) 304-8934 drengler01@gmail.com

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

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

Ethics Joe Sauter (317) 243-9687 joe@yourchimneysweep.com

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

Governance Bill Thornton (215) 540-9787 wissahickonvalleysweep@yahoo.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

International Relations John Pilger (631) 863-2460 chimneyman@aol.com Membership Jesse Peralta (503) 655-2446 chimcare@hotmail.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

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Jasper Drengler President

President’s Letter

IT'S ALL ABOUT THE SWEEPS! The National Chimney Sweep Guild is in existence for one reason: to support chimney sweeps. One of the greatest things the guild has done in the last few years was our OSHA lawsuit. Our goal was to make it easier for sweeps to be in compliance and be safe. In recent weeks Jim Brewer has been helping our legal team finalize this matter. It has been a huge undertaking but worth every minute and penny. How else are we supporting the sweeps? Well how about a greater return on investment of your guild dues. The National Chimney Sweep Guild has acquired the Certified Chimney Professional Expo and education along with all the credential holders. This means more members and a greater pool of ideas. This means we will have multiple levels of certification for sweeps based on the types of services they provide their clients. The NCSG knows that all education is good and welcomes all sweeps, all companies of any size and all suppliers as long as they can meet our simple code of ethics. So why the split with CSIA? Well that happened years ago and we

have been sharing a building and staff since. The move to separate completely was going to have to happen sometime. The organizations haven't been moving completely parallel for some time. This isn't the fault of either party as a whole and is definitely not the fault of any of the amazing staff. Both organizations have goals and while we will be operating in the same small industry and will have to coexist we just can't share staff and a building anymore. This didn't happen how or when or why I personally would have liked, but it did. Moving forward. COVID sucks. It really messed up a lot of plans. As of today the NCSG EXPO will be in person the first week of June. The 2021 Virtual Convention is now also in June. Why? Well just in case the EXPO gets shut down at the last minute we can get everyone online. In 2022 the NCSG Convention will be in person in Vegas. If all goes as planned the NCSG EXPO will still be in Pennsylvania. My expectation is that EXPO stays in the northeast every year except the years Convention visits the Northeast. Certifications! We are accepting all CSIA and CCP certificates for the NCSG credential. We are extending CCP to 3 years, congrats on your free year. CSIA holders who lapsed in the last year are being forgiven and those who are current are given a year. CEUs? Don't worry about it right now. However going forward we will make our CEU requirements line up with NFI so they are easy to count. Oh and, WE DON'T

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CARE WHERE YOU EARN THEM. All education is good and you learn how you learn best. Watch social media for calls for committee volunteers and for input on how all the details will be ironed out. Yes, we want your input on all of this because we are working for you! In conclusion, I only have a couple of weeks left here and I'm going to miss it. You are all my family, I miss a lot of you. It has been an emotional couple years and I apologize for at times being on cruise control. The Guild is making some major changes and will be providing a much greater ROI for its members. I'm excited for the future and can't wait to see as many of you as possible. The thousands of phone calls and text messages don't make up for the hand shakes and hugs of my brothers and sisters in soot. The National Chimney Sweep Guild will be relevant, strong and continue on for many more years. Be safe, be kind, I love you. NCSG President, Jasper Drengler

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Editor’s Letter

ello, Sweeps! Spring is around the corner and while this usually means the NCSG Convention, and this issue would detail trade show profiles, venue highlights and Convention information, what the past 12 months has illuminated is adaptability. Or, as a Marine buddy once told me Semper Gumby — always flexible. With the Convention moved to June 14 –17, May will become the Convention issue and July will feature the Convention recap. In this issue Carter Harkins and Taylor Hill of Spark Marketer write about Responsive Marketing and how to implement a dynamic approach when events do not necessarily

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comply with your marketing plan. Be sure to read the Tech Q&A where Steven Scally writes about inspections of prefabricated fireplaces. Jerry Isenhour brings insight on some of the ingredients needed to create a successful service business. The Meet a Member profiles Jake Cromwell of Top Hat Chimney & Roofing in Springdale, Arkansas Also, the NCSG is compiling an annual ranking of the top 25 businesses in the industry. If you would like to be included send your 2019 profit and loss to top25@ncsg.org.

Steven Scally

Technical Q and A What do you look for when conducting a prefabricated fireplace inspection?

hen inspecting a prefabricated fireplace, it is useful to have the installer’s or owner’s manual. Most of the time the client does not have the manual, especially when the unit is an older one. One of the first things to look for is the plate on the inside of the fireplace. This plate gives the model name/number and the manufacturer. Sometimes the plate will have a date of manufacture. Normally the plate is located inside the front doors of the unit; however, I have seen the plates mounted up inside the firebox walls as well. If you cannot read the tag (I once had a client that painted over the tag), get all the measurements of the firebox so you can research it later to identify the unit. The beginnings of the inspection cover the most obvious items. As with any fireplace, it’s important to check the hearth extension and

mantle trim clearances. When looking at the fireplace, is there any smoke staining? Are the refractory panels in good shape? Are they aftermarket panels? Is the log grate broken/ deteriorated? Is the log grate the OEM part for this fireplace? Oftentimes, we find the original log grate has been replaced with a regular masonry fireplace log grate. Most customers do not understand the difference. We often must point out that a log grate’s size and configuration change the fire pattern inside the box. A larger or taller log grate can be a potential hazard because it can cause the unit to overheat. While looking in the firebox, check to make sure the damper is functioning properly. Notice if it is rusted or warped. It’s important to check the glass doors and screen, if they are there. Do they open and close easily? Are the doors original to the fireplace, or are they aftermarket? If they are aftermarket doors,

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are they sealing off the vents of the fireplace. We find aftermarket doors from time to time when homeowners go to a big box store and get a set of doors. They install them not fully knowing what they are doing. By covering the vents, they are changing how the fireplace functions and could potentially cause overheating of the system. Part of the inspection should include putting a camera system into the chimney pipe and scanning every vertical seam and connection. These connections should be tight, with no warpage or gaps that could allow delusion air getting into the system. In the older systems, I have found that gravity can take a toll on the pipe. I’ve found this to be common with the elbow supports that let go and disconnect at the joints. Sometimes I have found the connections are bent up, revealing gaps, and now is not able to contain the products of combustion. Bent connections can

happen when the pipe was swept with a brush using the wrong rods. I have also found that some installers installed the chimney pipe upside down. How can you tell? A clue is that they put long screws through the system to connect the pipe sections. All chimney pipe for prefabricated fireplaces twists and snaps together and does not require screws. Once we’ve done the inside inspection, we go up to the roof to look at the cap and chase cover. Here in the Northeast, most chase covers are galvanized sheet metal and are almost always rusted. We check to see if the cover has rusted through to allow water into the chase structure. We check to make sure the chase (or the top of the chimney pipe) meets the 3-2-10 height requirement. We inspect the cap to make sure it is original to the system. Oftentimes on older systems we’ve seen the original cap has been replaced with an aftermarket

cap. The newer cap can change how the system operates and cools, which could be a potential problem. While this is technically considered part of a Level III inspection, one of the things I highly recommend doing is to find a way to get into the chase to inspect it if there is no access door to inspect the chase. I bore a hole through each floor and use a bore scope camera to inspect inside the chase. We check for animal intrusion, rust stains, and water staining. Oftentimes in many of the older installations, the

insulation inside the chase falls away from the chase wall and rests against the chimney pipe. Depending on the pipe manufacturer, the clearance around the pipe should be either 1 or 2 inches. We also check for proper fire stops and check for clearances to combustible material (mostly wood framing). We check to make sure there are elbow supports, and we check to make sure there is no debris or insulation sitting on top of the firebox. The older the fireplace unit is, the more we need to get inside the walls and inspect them,

in my opinion. These units were not made to last forever. From what I hear in the industry, prefabricated fireplaces have a lifespan between 20-25 years, depending on their usage and how well they were maintained. Sometimes they won’t even last that long because many homeowners do not understand that they cannot have big, riproaring fires in these units.

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Sweeps Say How has being connected with a network of sweeps and industry members helped you or your business? You don’t know what you don’t know; connecting with other sweeps has taught me more than any classroom ever could have. – Holden Demers, Demers Chimney Service LLC There's no way to begin to put it into words. Back in the late 70s and early 80s it's all there was. It was everything! – Paul Hempel, Brushes & Brooms Since joining, I haven’t gone a week without reaching out to other owners. Also, they almost always answer. – Jacob Cromwell, Top Hat Chimney and Roofing Asking other sweeps questions is like taking a shortcut to where you want to go...as long as you’re asking the right sweeps the right questions. – Lou Curley, Lou Curley's Chimney Service

How has networking with other sweeps helped me? Well it cuts out the learning curves, it cuts down on the “oops” mistakes that happen. It makes my day to day jobs easier. It helps to make me a better sweep, a better employer, and a better business owner. – Tim Smith, Certified Chimney Care The sharing of experiences and seeing how others deal with similar business issues. - Martin Aubé, Stove Builders International When I left the military I missed the brotherhood and camaraderie. Once I attended my first NCSG Convention, I found what I was missing! The morale boost I get every time I get around other sweeps is amazing! This industry has such a high regard for camaraderie and brotherhood/belonging. – David Steward, Copper Ridge Chimney LLC

Look out for each month’s Sweeps Say question on Facebook!

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Responsive Marketing:

What It Is, Why It’s a Requirement for Carter Harkins and 2021 & How to Get It Right Taylor Hill

s humans, we love being in control. Or at least, feeling like we’re in control and believing that we are. 2020 was a pretty brutal reminder that we’re not. And 2021 is no different. There will always be things that we have no control over and that can impact our lives and businesses. Does that mean we should give up hope and embrace soul-crushing anxiety? Nah. We’ve made it through uncertainty before and we can make it through again. It just means we need to practice Responsive Marketing.

What Is Responsive Marketing? Responsive Marketing is marketing that doesn’t rigidly stick to ‘the plan.’ It’s being ready and able to respond quickly to changes, like economic conditions, customer needs, and other things we can’t necessarily control or predict. It’s making sure we have reserves and plans to get us through anything that an uncertain future may bring. Or at least setting ourselves up for success and sustainability as best we can. It means not growing complacent with the opportunities that our marketing is bringing right now, and being ready with contingencies if conditions change. Now, after the year we’ve just had, some businesses are in better shape than others. But no matter what the year was like for you personally

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and professionally, you can still benefit from Responsive Marketing in 2021.

in a specific situation? What would need to be done? What would need to change?

So, how can you put Responsive Marketing into action in the months ahead and how can it help get you ready for anything?

Don’t give into the panic or you won’t be able to think objectively. Your #1 goal should be to come up with a tentative plan for each unexpected (but possible) event.

#1 Give into the What Ifs Most of us spend a lot of time trying *not* to think of the What Ifs. You know, the thoughts that creep into bed with you at night. Normally, these thoughts can be detrimental to our sanity and sleep. But when it comes to responsive marketing, they can be healthy and helpful. Here’s how: Following the What Ifs allows us to prepare for possible scenarios. To have an ‘action plan’ when things go off course. Of course, there’s a right and a wrong way to do it. The right way: Approach each What If situation with curiosity. You don’t want to put yourself in full panic mode while working through each potential scenario. So, try to keep your mind curious and focused on solutions and pivots. How would you react

It often helps to tell yourself that it could happen anyway, whether you’re prepared or not. But you don’t need to panic because if it does happen, you’ve thought ahead and you’ll be prepared.

#2 Keep communication open with clients and your team. One of the biggest mistakes business owners make when an unexpected situation arises is that they try to solve the problem on their own. They hold their cards close to their chest and hold the burden of the world on their shoulders. Fight this tendency. When you find yourself in ‘unprecedented’ (Ugh, that word makes us cringe now) situations, invite your team into the conversation. Let them know what you’re thinking and ask

for their thoughts. You never know who will have an ‘ass-saving’ idea you didn’t think of. Or who will point out something you missed when evaluating your options. Plus, you have to remember that, depending on the situation, your employees may be feeling a lot of uncertainty as well. If you’re not being open and honest with them, they’re going to feel more panicked and uncertain than they would if they knew the facts and what you had in mind as far as a response goes. Responsive Marketing also means being transparent with your clients when situations or circumstances change. Be forthright and let them know what you’re doing to continue serving them. Ask them if their needs have changed. Keep your ear to the ground. If you can keep your team invested and on board and you can keep your clients happy, heard, and in the loop, you’ll have a much better chance of surviving anything.

#3 Make moves when you have ‘enough’ information, not ‘all’ the information. Look, we’re all somewhat afraid to make mistakes. We all want to minimize risk, especially when it comes to our businesses. But sometimes, we’ve got to pull the trigger and make a call or pivot, without having all the information. When things are moving (and changing) fast, there’s no time for hemming and hawing. So be willing to make decisions without having all the info. That’s not a call to act rash or take blind leaps of faith. It’s a call to be ‘okay’ with making moves faster than you normally would. To not wait for total confidence.

#4 Reevaluate your marketing frequently. You’ve heard us say before that marketing needs time. If you constantly shift gears or turn things on and off repeatedly, you’ll never see great results from your marketing. But when things outside of your control are

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shifting frequently and affecting your business or the people you serve, you need to react. That may mean:

• Sending out an email to existing customers to let them know what changes they can expect to service, if any

circumstances change.

• Communicating your situation and circumstances with your marketing partner so they can help you strategize and update messaging as needed

• Turning ads off if you’re short-staffed or overwhelmed with business

Last but not least, to quote Fleetwood Mac, ‘Don’t stop thinkin’ about tomorrow.’

• Ramping up ads in areas where that makes sense

• Making sure your Google My Business (GMB) info is still accurate and speaks to the current state of affairs

If you’re not reevaluating your marketing and you’re not updating your marketing partner on the current state of affairs, you risk spending money you don’t need to spend, wasting opportunities, and frustrating clients. So check back in whenever

Responsive marketing isn’t ‘Reaction’ Marketing. It’s not ‘Wait and See’ marketing. You’re still planning for the future. You’re just considering the possibility that things may not go according to plan — and planning as best you can for those possible detours.

• Adding a pop-up to your website to communicate the current situation with potential clients and keep them in the loop

#5 Keep looking to and planning for the future.

So, yes, set your 1-year, 3-year, and 5-year goals. Plan your big moves. Set milestones.

Keep your eye on the prize. Just don’t ignore your surroundings in the here and now or rigidly stick to a plan that doesn’t make sense anymore. That’s what Responsive Marketing is all about. 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.

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Coach’s Corner 10 Ingredients For A Successful Service Business

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uccess in any business requires the manager to examine their strengths and their weaknesses. One of the things that every manager should do, as I have written about before, to conduct an annual SWOT review. In this we examine our Strengths, Weaknesses, Opportunities and Threats. In 2020 we added a new letter to this that is F, and the F stands for our Fears — 2020 brought out fear as a part of the business analysis process As we are headed into 2021 with a vengeance, and likely a time of tumultuous change, the following are 10 ingredients of a successful service business.

1. Know And Understand Your Customer. The key to good client relationships is setting and managing expectations. To deliver on this, you must know and understand your customer. What are their expectations of your service? What do they expect to receive? Only by fully understanding this, can you manage the expectations. Before taking on a client’s business, you should understand what they expect to get out of your service. Then explain how you may be able to respond to their need. It is good policy to investigate your client’s needs by asking simple questions such as “How do you want this done?” Make sure you understand the expectations and where you can deliver as often the customer expectations and your service may not align

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100%. One of the classic pieces of advice, Rob Lindemann said holds very true of your service: “Your customer expects to spend a couple hundred dollars, and often you are faced with providing them the news that it may cost them thousands to have what they thought they had before you ever showed up at their door." Knowing and understanding your customer will allow you to build the trust and the relationship that leads to a successful transaction with your customer.

2. Follow the Golden Rule. Treat your customers well. The work you are doing is extremely important to your customers so you must assure them that it will be done professionally and on time. The customer is spelled “paycheck”

as this is where the paychecks come from. The customer will always be the reason for your business success. Treat people with respect and build personal relationships, this is one of the most effective ways of providing your business with a solid foundation.” Your clients are your means of income and profit, and the best people to spread the word about you and your work. Make sure you keep them happy! Set as one of your leading goals to make your customers feel important, this is how you will ensure continued business. You also need to document your success and failures and to use this data as a way for continuous ongoing improvement.

3. Be Dependable. If you agree to provide service on a certain date and at a specific time, you must be

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prepared to meet that deadline. Offer to go the extra mile, always give more than is expected, just step it up a little above the customer expectations. Thoroughness is part of being dependable; your customers will soon realize that they can count on you to deliver to them above and beyond their expectations. If you build a reputation for dependability, you can rely on repeat business, referral business and that most valued asset the customer testimonial (reviews).

4. Follow Up As Promised. If you say you will contact your customer by a certain day or time do it. If you promise a quote, deliver it as promised. It is amazing now much business is lost simply due to a customer being disappointed by the lack of delivery as was promoted.

5. Make Sure Your Customers Know You. We have often heard that the customer is always right. But the customer must learn to play by your

rules. Right at the very beginning, set your guidelines and parameters as to what you can and cannot do. Being straightforward with customers is critical. Why should they buy from you if they know you are not telling them the truth? Discuss your rules and set the groundwork for working with you. Talk to them about your rules when the project deviates from the original agreement, its costs implications, and procedures in dealing with new tasks. Do not be shy to discuss your fees and payment

schedules. It is best to clarify these things at the onset; after all, nobody likes surprises.

6. Protect Yourself. As a business owner, you must make sure that your business is protected from losses resulting from fire, liabilities, and other hazards such as a client slipping and falling on your property. Call your insurance agent to ask for the right kind of insurance that will protect your business. You likely have equipment like computers, fax, and printers, in addition

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to your tools and inventory. Do not assume that all your expensive equipment is covered, make sure you know before disaster strikes. Often an addon policy or rider will be required to be adequately covered. You must also safeguard your business against professional liability. While no one wants to think of lawsuits when starting a business, you may be liable if your business causes harm to individuals and businesses. You could be sued for their losses, and as a result, your entire business

and even personal assets could be at risk. An insurance premium is deductible as a business expense, whether you work from home, rented business space or even in business space you own, do not lose by not having adequate insurance to cover it if bad things were to happen.

7. Accept Only What You Can Do. Often, we will try to accept as many jobs as we can. When you say yes to a client, be sure that you can deliver the service requested by the

time the customer needs it and within the cost budgeted for it. Only accept customer if you think you can provide solid results. Never accept assignments that are beyond your ability in your eagerness to prove yourself. If you feel it might not be possible to pull it off, say so and request more time or suggest another alternative. It is worse to be late with a project than to ask for more time. If your clients are willing to take a gamble on you, make sure that you are on the same wavelength in terms of expectations as so what

can be accomplished. “Under promise and over deliver” is much more than just a classic line, it is a proven path to success. And a fast way to grow your business.”

8. Know When To Say No. When you start out you never want to refuse a particular kind of work if you can help it. However, if there is a job you absolutely do not want to do for some reason, it is better to say that your schedule does not permit it rather than saying that you do not like or want to do

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that kind of work. Or you can also be honest with a client and say that their project is beyond the scope of your expertise and they may be better off with someone who has the skills they require. You may want to suggest another service provider that you think will match their requirements. They will value you more for your candor, rather than take on the job and deliver a sub-standard service. If you really have to say “no,” say it politely and never, ever criticize a client.

9. When You Are Late In Delivering The Service. Despite your absolute best intentions, sometimes you will slip up and fall behind a deadline. If you find yourself in that situation, do not act as if everything is okay and hope that the client will not notice your delay. Talk with your client and offer your apologies, with the promise that you will complete the project as soon as possible. Discuss with your customer any stumbling blocks that are hindering the completion of the project. Maybe you have an unresolved

question to one of the client’s demands, or some factors beyond your control are making your assignment difficult to complete. Keep the client abreast of what is happening with their projects or accounts. One cardinal rule you should not forget: do not tell them that your reason for being late was because of your work for another client. No client would want to hear that his or her business is of less importance to you. You do not want to be put on a spot where you must explain why the business of client B is more important than that of client A!

10. The ForwardThinking View. Each day, as a manager you should examine, track, and measure performance in all areas. Assemble your KPIs and measure where you are at. Are you operating in the best manner for your customer, for yourself, for your business and for the members of your team? Operate with an open mind to how to be better, how to maintain continuous improvement in the way your business operates and the way you serve you

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customers. Measure and track your own progress as a leader of others. Do these 10 items cover all the systems and processes of a successful business? Of course not, but by covering these 10 bases you will be on your way to a business that will deliver to you less chaos, higher profits, and more testimonials. Success will involve building to a higher and higher level by tracking and measuring your success and failures and devising systems and process for continued growth and success. 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.

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Jake Meet Cromwell

a Member

Meet Jake Cromwell of Top Hat Chimney & Roofing in Springdale, Arkansas Jake shares with us some of his biggest challenges in the industry, and how NCSG helped connect him to some pretty great peers. What is a question you get asked most about being a chimney sweep/chimney sweeping/the industry? What is your answer?

“How did you get into this?!” “There is a secret Guild that selects children to be apprenticed at birth — only selecting the smartest and best looking babies. They then send magic, sooty invitations to the children when they become of age. After the owls return the RSVPs they all meet just before dawn on the roof of a church in rural New England. They are then given their silly business names, a scarf, and taught the secret handshake.” :) How did you get started in the industry? In the late 90’s I was working in a printing shop, not making much. But had a young family and a lot of responsibility. I used to have a Coke for lunch everyday at a Long John Silvers with the store manager who was also a part owner in a chimney business. He asked me to tag along one weekend for a big job they were doing. I must have done well — the next Monday I was invited to apprentice. I loved it — never looked back. What advice do you wish you had received when you were getting started? The solutions to your problems are in places you don’t want to look, but they ARE there. What is the biggest challenge you face on the job? What are your best strategies for overcoming it? Being patient enough to let things grow properly. I rush myself and my team too much. I stay in close contact with my friends and clients who encounter the same challenges. We talk everyday.

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Who was your most famous customer? Alice Walton and her brother Jim Walton — though we never spoke, it was an pleasure to be a part of the restoration of their Bentonville family home. It is a Faye Jones architectural masterpiece and has very challenging fireplaces. Have you ever attended NCSG Annual Convention & Trade Show? If so, what was your favorite takeaway? Yes, every one since becoming a member. I really believe there isn’t a trade association that is remotely as generous as ours. The members and leaders give so freely of all of their experiences and friendship. It’s humbling every year to be reminded of how much I still have to learn, even after decades of experience and training. I try to go in there a dry sponge. There’s so much to learn and give. I always make lifetime memories and new friends.

What is your proudest accomplishment? Watching my business grow into the hands of a new generation that is now light years ahead of me at the same age. Have you ever had to make your own tool to solve a particular problem? Oh yes. I’ve invented some tools that many of us use everyday. However, I gave the designs and prototypes to leaders in our industry that could develop, test and get them to market fast. The ideas were obvious, and many of us had probably made versions already. Ask me sometime about a duct tape lock noose! Weirdest thing you have ever found in a chimney?

What is, in your opinion, the most valuable part of being a member of the National Chimney Sweep Guild? I’ve spent late nights on the phone with mentors and advisors that were burning the oil with me to help deal with problems they had no real stake in. Family. That’s the culture of the Guild. People will say that is the culture of the industry in general. That’s true but it starts with the leadership at this Guild. In all of my time as a member, a vendor representative, a consultant, and an owner/ operator, it has become obvious that NCSG is THE huge heart of the chimney industry. It’s precious to me.

A rewarding, career and the opportunity to bring my family out of poverty and into wealth. Other than that, a pistol and a jar of marijuana. What do you like to do outside of work? Family time, of course. Also, golf.

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Brittney Burton

Membership and Outreach Coordinator

Membership Memo

t has been a very busy month and I look forward to the continuing progress over the coming months. As we welcome new and returning board members this month I want to remind everyone of all the ways you can stay connected with the Guild and up to date on all Guild news and events.

The number one way we distribute Guild information is through our direct email campaigns. To ensure you are receiving our emails: first be sure your preferred email for communication is listed correctly in your NCSG profile. You can update your email in the Members Only section of the NCSG website. Second, be sure NCSG emails aren’t being blocked by spam and add the NCSG.org domain to your list of approved senders. NCSG sends two monthly issues of eNewslink to stay current on the most recent news and will occasionally send additional emails for special updates.

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Social Media We also distribute messages regularly via our social media pages. Of course overall NCSG news will be posted on the NCSG Facebook Page but we post member specific information in the NCSG Discussion list including upcoming events, ways to get involved, and topics for discussion. If you are looking for updates and information about Convention you can join the Convention Attendee Hub Facebook page. To find these pages go to Facebook.com and search NCSG Discussion List and NCSG Convention 2021 Attendee Hub respectively. If you have any questions on how to stay in touch with NCSG and all of the current events and updates please feel free to contact me at bburton@ncsg.org.

Roydhouse Round Up

by Chuck Roydhouse, CSIA President president@csia.org “The quicker you implement something you learn, the sooner you can take the next step.” – Rodney Rich Convention is defined as a meeting or assembly of representatives for discussion and action on matters of common concern. This is very true and the foundation of convention is education. There are many forms of education offered, be it technical, business or safety, all are needed components for a well -rounded professional practice of our trade we call chimney service. This year there is a wonderful opportunity to earn up to 24 CSIA CEU credits all in one offering. CSIA certification is the bedrock of industry and you have made the effort, put in the blood, sweat, and tears to earn this award. Now is the time to rejuvenate and expand your training expertise. Seminar participation provides the needed spark to reignite and kindle the flame of knowledge in us all. Our goal should be one of constant improvement to better serve our customers and make more time for all to enjoy hearth and home. So please take advantage of the multi category CEUs CSIA is providing at this event and be the best sweep you can be. How is it the CSIA can offer all of these benefits? It is accomplished by the hard work of a volunteer Board of Directors and dedicated professional staff working for you, providing real return on your time and financial investment in CSIA. The course and testing fees do not cover all of our association’s expenses, so we have an annual fundraiser auction to raise additional funds to reinvest in your CSIA. The reinvested funds you have greatly donated have been used for the following: build and expand the Prior Training Structure – a unique multi-use hands on training facility located at our Tech Center. Total restructure and upgrade of our National Training School to the CSIA National Training Academy based on the new Chimney and Venting Essentials Manual and test. We have created an advocacy committee to lobby

in our credential holder’s interest in federal, state and local government legislation to be the voice of the CSIA Certified Sweep. We have made a huge commitment in Safety Training for our sweeps while making this part of the CSIA culture of everyone goes home at the end of the day. We have created the Chimney Success Institute of America to offer the best business courses to aid you in being savvy in the two halves of the trade, one being technical and the other is business management and profitability. We are currently working on two more certifications to expand and complement our current four, CSIA Certified Dryer Exhaust Technician, Certified Chimney Sweep, Certified Chimney Specialist and CSIA Master Chimney Sweep. CSIA provides value and choice as a return on your investment with us. Please attend and participate in this year’s Auction Fundraiser. Every dollar provided gets plowed back in to improving our association by making us all better prepared chimney technicians. CSIA is a 501(c)(3) charitable foundation and proceeds donated can be tax deductible. Check with your tax advisor on how to take advantage of this deduction. Thank you one and all, pioneers, current credential holders and future certification holders for your support. CSIA is many things: certification agency, trainers of technical and business exceptionalism, but mostly we are a family of sweeps thirsting to be the best we can be to our trade to prevent chimney and venting hazards, and providing a safe warm home for all Americans. May God Bless the CSIA, the United States of America and all the Chimney Sweeps. “I look to the future because that’s where I am going to spend the rest of my life.” -George Burns CSIA IS THE STANDARD OF EXCELLENCE IN THE CHIMNEY & VENTING INDUSTRY

Chuck Roydhouse President CSIA

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ProctorFree - CSIA Online Testing Made Convenient All testing is available online for both the CCS and CDET exams. We are using a service called ProctorFree for the online exam proctoring if the exam takes place outside of an onsite review. With Proctor Free, you are able to take the exam at your convenience, no matter the time of day. You will no longer have the additional expense or have to take the time to travel to a testing site to use an in-person proctor. As an added benefit, you receive your scores immediately upon completion of the exam – no more waiting to see how you did! All you need is a webcam or laptop with a camera to test online. This is just one more way we are making earning or renewing your certification accessible and affordable!

Visit www.CSIA.org/ProctorFree for more information! Ready to upgrade your certification? View a full list of requirements: CSIA.org/CertifiedChimneySpecialist CSIA.org/MasterSweep

Nashville, TN | Jan 19 Harrisburg, PA | Feb 9 Chico, CA | Mar 3 Virtual Convention | Mar 16

In-Person review to prepare for the cert. exam to earn or renew the credential.

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Instructor-led review to prepare for the certification exam or renew the credential.

Bell Buckle, TN | Apr 14-15 May 18-19

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Richmond, IN | Feb 22-26 Aug 23-27 This 5-day course will take the student from the basics of brick and mortar through advanced skills with extensive hands-on instruction from expert instructors.

Manchester, NH | Apr 29-30 Springdale, AR | May 6-7 This intensive 2-day class combining classroom theory and hands-on projects. Learn brick and mortar basics, and all aspects of chimney repairs.

Reline Basics

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This seminar will teach the attendees the why, when, and how of stainless steel relining.

Factory Built Changeout

CSIA Tech Center | Apr 7-8 Review how to open walls, remove factory built fireplaces and reinstall with new unit; to include venting, chase cover, sheeting and stone or finishing materials.

Gas Class

CSIA Tech Center | Aug 9-13 5-day course covers installation, trouble-shooting and the knowledge necessary to be successful servicing gas appliances. Concludes with NFI Gas Certification exam.

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55 66 S weeping | March/April | 2021

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 For more information or to register visit www.BlueCollarChimneyExpo.com ‡ Spring Show April 1st-June 30th 2021 ‡ Fall Show Labor Day through the end of 2021 ‡ Chimney Expo 2021 – Date Change King of Prussia, PA Valley Forge Casino June 3-5, 2021 For more information or to register visit www.chimneyexpo.com

Chimney Safety Institute of America

For more information or to register visit web.csia.org/events Check out the Full Education Calendar on the CSIA Update pages

Copperfield Chimney Academy For more information call or text (570) 340-0482 ‡ Hands on Rip and Replace January & February 2021 Lancaster, PA Oxford, NY Pittsburgh, PA Richmond, VA Knoxville, TN Cedar, MN Valparaiso, IN Cincinnati, OH Republic, MO Taylor, TX Stockton, CA Portland, OR ‡ Week Long Masonry School March 2021 Canton, OH Reno, NV

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‡ Hands on Relining Workshop April 2021 Elkridge, MD Knoxville, TN Antrim, NH Shipshewana, IN Skiatook, OK Pittsburgh, PA Portland, OR Denver, CO ‡ Professional Chimney Inspection June/July 2021 Loomis, CA Springfield, MO Lancaster, PA Sturbridge, MA Asheville, NC ‡ Professional Inspection Delivery August 2021 Portland, OR Bensalem, PA Lancaster, PA Worcester, MA Canton, OH San Clemente, CA

HPBExpo For more information or to register visit hpbexpo.com/ Louisville, KY Exhibition June 24-26, 2021 Education June 23-25 2021

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 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.

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Darwin Award Our customer contacted us because the city inspector flagged the install and recommended us. The customer said their wood stove wouldn't draft properly after being installed by their friend. Hancock Chimney Service Grandville, Michigan

32 See a chimney in your area that had you scratching your head? Send it to marketing@ncsg.org for publication in Sweeping. Include a few words about the scene and location.