THE JOURNAL OF CHIMNEY AND VENTING TECHNOLOGY Convention Recap, Photos, Award Winners, and More
TABLE OF Contents
6
Upcoming CSR 360° Events
Level up your customer service game with NCSG’s CSR 360°, a hands-on, two-day training packed with tips, tools, and real-world strategies for CSRs, offered in three sessions this summer and fall.
On the Cover: Over 775 people joined us for the 2025 NCSG Convention & Trade Show! Read more about the event on page 10.
6
Upcoming CSR 360° Events
CSR 360° is back for 2025 with three new dates. NCSG member discount applies!
8
2025-2026 NCSG Board of Directors
You voted – here are the results of the board election. Plus, a moment to recognize our retiring board members on page 11.
10
2025 NCSG Convention Recap
Bringing together generations of industry professionals to Bridge the Gap in Cincinnati.
23
Meet the Director: Brian Barclay
Get to know your new board representative.
24
AI and Customer Service
Business owners are divided on AI, but understanding it is key as it reshapes customer service expectations.
26
Service Means Serving Customer service goes beyond metrics and data.
32
Regional Updates
Introducing three new board members: Lee Roff, Brett Conklin, and Roland Perez.
34
Upcoming Events
We have a packed calendar of educational and local guild events this spring!
Darwin Award
Have you ever seen some interesting things on the job?
Submit a photo with your name and location to marketing@ncsg.org.
Classified Ads
Free Classified Ads for NCSG Members
National Chimney Sweep Guild (NSCG) members can run one 35-word classified ad for free each calendar year. 36+ words are $1 per word after. Additional ads are $1/word or $2/word for non-members. Classified ads are non-commissionable and must be pre-paid. To place a classified ad, email marketing@ncsg.org.
Policy ACTION CENTER
Let us know what’s going on!
Submit industry concerns to NCSG’s Policy Action Center. We post live on the website and look into how we can take action. While you’re there, you can also check out the blog for past issues we’ve addressed. Check your email and Facebook to stay up to date!
SWEEPI NG
Staff
Kailah Schmitz, CAE, Executive Director director@ncsg.org
Jessica Thornton, Associate Director and Certifications Coordinator jessica@ncsg.org
Bob Ferrari, Director of Education education@ncsg.org
Sydney Kaizer, Director of Marketing and Communications; Sweeping Editor marketing@ncsg.org
Brittney Burton, Membership and Events Coordinator bburton@ncsg.org
Libby Almendarez, Membership and Certifications Coordinator office@ncsg.org
DISCLAIMER
The views expressed in Sweeping do not necessarily reflect the views of the National Chimney Sweep Guild (NCSG) or its staff.
ADVERTISING
To advertise, email Malisa Minetree at sweepingads@me.com or call (317) 603-7854.
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 does not necessarily constitute endorsement of products or services advertised. NCSG does not make any effort to review or substantiate claims made by advertisers.
PHOTOGRAPHY
Stock images by iStock, Adobe.
ARTICLE SUBMISSION
NCSG encourages industry partners to submit press releases and articles to the editor at marketing@ncsg.org. Submissions should contain items of interest or importance to the chimney and venting industry. Submissions should not contain direct solicitations, prices, or other forms of advertising verbiage. Submissions may contain images or artwork attached in a JPG format.
In all cases, NCSG reserves the right to edit submissions for 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.
© 2025 National Chimney Sweep Guild
LETTER FROM THE PRESIDENT
FFirst of all, I want to thank everyone who volunteered, attended, taught, exhibited, and/or sponsored the National Chimney Sweep Guild (NCSG) Convention & Trade Show last month. I thought the event space, hotels, and restaurants around the venue were top notch. The trade show was packed the entire time with many new products, services, and vendors.
It was great reuniting with our sweep family, including many new faces this year (over 200 first-time attendees!). Our keynote speaker, Phil Gwoke, had the entire room engaged with his generational message!
Mark your calendar for the Chimney Expo on August 11-14, 2025 in Oaks, PA and next year's convention on February 24-28, 2026 in Kansas City, MO!
Customer service will be a recurring theme in this issue of Sweeping magazine. Lets face it – our customer service representatives (CSRs) are our first contact for scheduling. How this part of the scheduling equation works out is truly up to the region you live in. Some city folks may just want to use email or website scheduling methods. Others may want a live answer. With artificial intelligence (AI) assistance, that is all about to change.
We will be offering experts on these subjects – customer service and AI – at the Chimney Expo in August. It was a big part of the Pennsylvania Guild Winter Meeting, and it opened everyone's eyes to these new methods of communication with our clients.
Customer service and CSR training continues to be on the NCSG's radar. It's important to us to provide our members with top notch education options. On the next page, you'll find more details about our upcoming CSR 360° classes. We hope to see you and your team at one of these events! ■
Bill Thornton, President, National Chimney Sweep Guild
Mark Calomino
2025 President's Award Recipient
Choosing Mark was way overdue in my opinion. Mark was the first person I thought about when considering who should receive this year's President's Award. Mark is an understanding representative, a problem-solver, and commited to education. He also always finds the best meal in town! Congratulations, Mark!
Lauren Turnock, head of resources at Rooftop Chimney Sweeps, teaches the CSR 360° course on behalf of the
UPCOMING CSR 360° EVENTS
MAY 7-8
North Central Chimney Guild Spring Workshop
Lake Lucerne Camp W6460 County Road YY Neshkoro, WI 54960
TAUG. 12-13
National Chimney Sweep Guild 2025 Chimney Expo
Greater Philadelphia Expo Center 100 Station Avenue Oaks, PA 19456
The National Chimney Sweep Guild (NCSG) CSR 360° class is back for 2025 with three upcoming classes this summer and fall!
CSR 360° is a two-day, comprehensive track for customer service representatives (CSRs). The class is taught by Lauren Turnock, head of resources at Rooftop Chimney Sweeps, on behalf of the NCSG.
What You'll Learn
This course goes beyond the basics, diving into key customer service skills, office systems, phone etiquette, handling difficult situations, and strategies for working with different personality types. Attendees will also learn how to create effective job descriptions and SOPs, improve documentation, and make the most of their CRM and online reviews.
SEPTEMBER
The date and location for the September class is TBD at the time this publication was sent to print.
The class includes real-world scenarios to apply these skills effectively.
Whether you're new to the role or looking to refine your skills, CSR 360° provides valuable insights to help you excel.
Register Today!
Registration is open now for all three CSR 360° classes! Take advantage of special member pricing –$499 for NCSG members ($599 for non-members). Sign up today at ncsg.org/ events-education/360 ■
National Chimney Sweep Guild.
Drew Stein
Region 3 Director
Chimspector Columbia, South Carolina
Roland Perez
Region 5 Director
AAA Home Services & Aaron's Chimney Services San Antonio, Texas
At-Large Director
Chimney Monkey Buffalo Grove, Illinois
Lee Roff
At-Large Director
Lords Chimney Houston, Texas
Brian Barclay
At-Large Supplier Rep. KW DRAFT Fort Worth, Texas
Brett Conklin
ON •All Standard Sized PT Caps
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Damper
The 2025-2026 National Chimney Sweep Guild Board of Directors. Back row (left to right): Lee Roff, Bill Thornton, Steve Scally, Gary Smalling, Debbie Wiedwald, and Robby Murphy. Front row (left to right): Michaele Dempsey, Brian Barclay, Roland Perez, Drew Stein, and Brett Conklin.
Honoring Our Retiring Board Members
AAs we wrap up another incredible year at the National Chimney Sweep Guild (NCSG), we take a moment to express our deepest gratitude to the dedicated leaders who are stepping down from our board. Their commitment, leadership, and countless hours of service have left a lasting impact on the Guild and the industry as a whole.
Matt Mair, Region 1 Director, has spent eight years shaping the Guild, guiding us through challenges, and ensuring our organization remains strong. As president in 2023-24 and immediate past president in 2024-25, Matt’s leadership was instrumental in navigating major transitions. His steady hand, advocacy efforts, and ability to bring clarity in difficult moments will be greatly missed.
James Owens, Region 3 Director, has tackled some of the toughest roles, particularly in certification and ethics. His leadership transformed our certification programs into internationally accredited credentials, elevating industry standards. His work on the Ethics Committee ensured that NCSG membership and certifications remain symbols of professionalism and integrity.
David Steward, Region 5 Director, has been a driving force behind education initiatives, from hands-on training to virtual reality programs. His unwavering commitment to his region and the Guild has set a new benchmark for engagement and innovation.
Jake Cromwell, At-Large Director, has played a crucial role in promoting the Guild and protecting homeowners from fraudulent companies. His leadership in shaping the new Marketing Committee brought fresh ideas and strengthened our messaging across digital and print platforms, ensuring NCSG remains a trusted industry voice.
Doug Rivas, At-Large Supplier Representative, has been a steadfast advocate for our supplier members, ensuring their voices were heard and their needs prioritized. His dedication to improving the exhibitor experience has made our events more engaging and valuable, enhancing the role of suppliers in our industry’s growth.
To Matt, James, David, Jake, and Doug – thank you for your dedication, leadership, and passion. Your contributions have strengthened the NCSG, and your legacy will carry forward in the work we do every day. ■
Kailah Schmitz, CAE, Executive Director, National Chimney Sweep Guild
Matt Mair, Region 1 Director
James Owens, Region 3 Director
David Steward, Region 5 Director
Jake Cromwell, At-Large Director
Doug Rivas, At-Large Supplier Representative
The Canada crew (Good Fellas
and Chimneys) traveled from Nova Scotia to attend convention.
Keynote speaker Phil Gwoke shared ideas for bridging generational gaps.
CONVENTION snapshots
Our dedicated volunteers kept the event running smoothly.
The Cincinnati skyline wakes up with a beautiful sunrise to kick off the week of convention.
Stoves
Jasper Drengler drew a standing room only crowd for his session on March 5.
Photos by Jillian Stewart & Rob Moore
2025 NCSG Convention & Trade Show Recap
TThe 2025 NCSG Convention & Trade Show was a celebration of connection, growth, and tradition under the theme Bridging the Gap. This year’s event embraced the idea that different generations within the chimney industry can learn from one another to build a stronger, more successful future. With over 200 first-time attendees bringing fresh energy and ideas and seasoned professionals sharing their knowledge and experience, ths year's convention highlighted the power of collaboration.
Keynote Speaker
According to session reviews and attendee feedback, keynote speaker Phil Gwoke was by far one of the most "bussin" parts of this year's convention. Phil is a generational expert who shared tips for communicating with different generations within the chimney industry – from hiring and training to customer service and business growth.
"Phil's presentation was outstanding!" said Justin Meridith, owner of Premier Home Solutions and Inspections and Chimney Doctor. "The relevance to our industry and our lives is incredibly
"The
keynote speech was worth the price of admission."
– Eron Armour, Armour Chimney Service
14 NCSG CERTIFICATIONS EARNED AT EVENT BY THE NUMBERS
776 CONVENTION ATTENDEES
33 CLASS SESSIONS $17.5K RAISED AT AUCTION FOR NCSG EDUCATION
From the Archives
One of the first NCSG Conventions was hosted in St. Louis in 1983.
courtesy of Victor Imgarten
underestimated. The insights shared will help me to communicate more effectively with all of the people I come into contact with."
Trade Show
This year, National Chimney Sweep Guild (NCSG) board and staff placed a strong emphasis on making the trade show a standout event – and it paid off. With over 60 exhibitors, the trade show was packed with suppliers and vendors showcasing new tools, safety solutions, and business services.
"Great job getting a variety of companies to be in the trade show," said Phillip McCarthy with The Fire Place in Redding, CA. "Everyone wants to help us grow [to be] a bigger, better company!"
We'd like to extend our sincere thanks to the
Convention attendees explore Cincinnati and Covington with friends and family.
exhibitors who played a key role in the success of this year's trade show.
Honors & Auction Event
The Friday evening Honors & Auction Event, sponsored by Lindemann Chimney Supply, is our chance to celebrate the achievements of our members, volunteers, suppliers, international guests, sponsors, and special award winners. Congratulations to the recipients of this year's President's Award (page 5), Friendship Award (page 18), and Pete Luter Innovation Award (page 21).
We're pleased to announce that you raised over $17,500 during the live auction. These funds will directly benefit the NCSG's education programs.
Photo
Over 775 chimney sweeps attended the 2025 NCSG Convention & Trade Show!
Thank you to our host cities, Covington, KY and Cincinnati, OH!
Past NCSG President's Panel
Our closing keynote presentation this year was an insightful panel discussion with six past NCSG presidents: Jerry Isenhour, Victor Imgarten, Steve Pietila, Howard Rowell, Jeremy Biswell, and Jasper Drengler.
Each past president offered their unique perspective on the challenges and triumphs of the past, as well as insight into the future of the industry. The conversation was recorded and is available to watch on YouTube at www.youtube.com/ NationalChimneySweepGuild1977
Sponsor Recognition
The NCSG Convention & Trade Show truly wouldn't be possible without the generous support of our
sponsors. Their committment to our success allowed us to offer world-class sessions, a vibrant trade show, and memorable events.
Thank you to our sponsors (listed below) for your invaluable contributions!
Save the Date for 2026
It's not too early to mark your calendar for the 2026 NCSG Convention & Trade Show. Join us February 24-28 in Kansas City, MO as we Turn Up the Heat in the barbecue capital of the world! ■
Thank You to Our Sponsors!
The
An
CO2-FRIENDLY
EASY
The
A Friend to Sweeps
Barb Peters receives 2025 Friendship Award
OOne of the most rewarding parts of the National Chimney Sweep Guild (NCSG) presidency is choosing the NCSG award recipients each year.
The Friendship Award is presented annually to a chimney colleague who will happily share knowledge and skill with fellow sweeps throughout the world.
This year's Friendship Award was presented by NCSG President Bill Thornton to Barb Peters, a true friend to the chimney industry.
Barb's dedication to the industry shines through her tireless volunteer work with the NCSG. From her foundational contributions through the Certified Chimney Professional (CCP) certification program to her invaluable presence at NCSG events, Barb consistently goes above and beyond for sweeps.
As a consistent member of the Events Committee since 2021, she has played a crucial role in the success of NCSG programs.
"The NCSG is deeply grateful for Barb's unwavering dedication and the countless hours she has invested in our shared mission," said Brittney Burton, NCSG membership and events manager.
Barb will join past Friendship Award recipients inluding Bob Fish (2024), David Hannah (2023), David Kline (2022), Ted Cuttitta (2021), Hope Stevenson (2020), Renee Brigman (2019), Brandi Biswell (2018), and John Bordelon (2017).
Thank you, Barb, for everything you do for the industry. ■
Barb and Marshall Peters have been dedicated volunteers at NCSG events for many years.
the pete luter legacy
TThe Pete Luter Innovation Award is a tribute to a man who truly lived life to the fullest.
Pete Luter served as the National Chimney Sweep Guild (NCSG) president from 1989 to 1991 and ran Countryside Chimney Sweep, along with a few other businesses in his hometown.
Pete wasn’t just a leader in the chimney and venting industry; he was an adventurer at heart. An avid skydiver from Roanoke Rapids, NC, Pete made over 4,000 jumps before his life was tragically cut short on March 19, 2010 in a skydiving accident. But his adventurous spirit and innovative mind continue to inspire the industry he loved.
The award began in 2007 as the "Inventive Award," meant to encourage innovation of new products in the chimney sweep trade. The name was changed to the Pete Luter Innovation Award in 2011 by Jim Gillam and Jerry Isenhour to honor the late Pete Luter, who introduced the spinning tools that revolutionized
the way people sweep chimneys. Convention attendees get to vote on the winner of the award during the trade show.
This year, the Pete Luter Innovation Award was awarded to Ahren Fire for their Herringbone A32 Ahren Fire, the first and currently only UL-listed retrofit with a herringbone brick pattern. The introduction of the herringbone pattern provides a dramatic enhancement to the finished look of an already exciting product.
"We are so honored to receive this award and excited for all the future holds with Ahren Fire!" the Ahren Fire team shared on Facebook.
Other companies in the running for this year's award included Copperfield Chimney Supply, FutureNow Marketing, Inspection Fire, Owens Chimney Systems, and ScafPak Trailers.
Thank you to all who continue to push our industry forward. ■
Pete Luter, April 25, 1941 –March 19, 2010
The Herringbone A32 Ahren-Fire was on display at the 2025 NCSG Convention & Trade Show.
Bill Ryan (left) and Mike Segerstrom (right) accepted the Pete Luter Innovation Award at the Honors & Auction Event.
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meet the director
Brian Barclay
At-Large Supplier Representative
What makes your company unique?
With our products for energy and flue gas technology, we help our customers make their systems safe, energy efficient, and comfortable. The requirements of environmental sustainability, cost efficiency, and functionality are constantly changing, and we can meet these challenges with you. This is the goal of our company. KW USA has been focused on innovation for 80 years and has worked with leading partners in science and research to develop and implement these innovations.
What does success mean to you in business?
As the VP of Sales – Hearth, I have the responsibility and personal obligation to bring the best solutions to the market that can allow the sweeps, installers, shop owners, and all those tasked with ensuring that appliances draft efficiently and safely are provided the tools and training required for their success.
How do you envision the chimney industry 50 years from now?
Since the beginning of time, people have used, needed, or simply enjoyed fire and heat in their living environment, and I believe that no matter how our world evolves, there will always be the desire to feel warmth and joy that is created by a fireplace, stove, and other appliances. I feel that our industry will still be relevant and necessary to meet these needs and wants 50 years from now.
What's something people usually don't know about you?
While I served in the United States Coast Guard, I had the privilege of being one of the last Certified Lighthouse Technicians who was charged with 50 lighthouses and light stations that lined the shores of Western Lake Superior. This certification allowed me to stay in nearly all the houses that accompanied these lights and created a lifelong tenderness for all lighthouses. To this day, I have managed to visit one or more lighthouses in all US states that have them, plus I have visited lighthouses in every country I have traveled through.
The Barclays visited the Cape May Lighthouse in New Jersey in 2022.
What Does AI Have To Do With Customer Service?
By Carter Harkins and Taylor Hill, Co-Owners, FutureNow Marketing
Carter Harkins and Taylor Hill are the authors of Blue Collar Proud: 10 Principles for Building a Kickass Business You Love, and co-owners of FutureNow Marketing with Brad & Shannon Good, a home services marketing company specializing in human-centered AI that will optimize your business and generate leads. They’re trusted thought leaders in the industries they serve, so you’ll find them regularly speaking at service industry trade shows and conferences and writing for trade magazines.
IIt’s been eye-opening over the last six months talking to business owners about artificial intelligence (AI). There are some who are all for it, many who are dipping their toes into it, and a few who are adamant "no’s!" Let’s examine each of these attitudes and break them down to see how it might affect your customers.
All In on AI
Starting with the “all in on AI” group, what we see are forward thinking owners that believe if they don’t jump in now, they risk being left behind, and their businesses could suffer. Many in this category also think AI can do things right now that it isn’t really capable of yet. In these cases, it is the promise of AI, not the current reality, that is so appealing. But if you’re all in, you tend to be willing to take the good with the not-so-good-yet, and adopt the attitude that this moment in time is the absolute worst version of AI we will ever have. Things are changing and improving rapidly, even faster than we thought. And
“all in” means getting ready to BE ready when the improvements arrive, sometimes in just a matter of weeks. The prevailing belief of this group is that if we already have AI in our business, even in small ways, it will be that much easier to move fast and capitalize on new competitive advantages when those opportunities show up.
Dipping Your Toes In
For the “toe-dippers”, we find that most in this group are waiting for a clear indication that AI is really as big a deal as the first group keeps going on about. Or at the very least, they want a more stable, dependable version of the technology that will just work right out of the box, no effort required. Content to let the trailblazers iron out all the kinks, they will wait for a more perfect version of AI, if you will. This group has dabbled a bit, and may have tried out ChatGPT a time or two, but overall they aren’t that impressed, and don’t really see what all the fuss is about. This is always by far the largest
group of the three, historically speaking, and for good reason. It is difficult at the very beginning of any revolutionary change to be able to see how it will progress, what it will change, or replace, or improve, or consume, etc. It is much easier to wait with the majority until the revolution reaches a tipping point, and then adjust your sails. We suspect that the buggy whip makers and livery keepers in the early 1900s were among this group, never expecting the automobile to amount to much more than a noisy, smelly contraption that no one would ever want.
This fact brings up an important point: If you can enter into the AI world, perhaps skeptical but with eyes wide open, understanding this is new technology, then you have a great chance of integrating it into your business quickly and successfully, with minimal disruption. If you are waiting for AI perfection, you will be frustrated quickly and think, “this AI stuff doesn’t work!” The truth is, for AI to work well, you have to
learn to work well with it.
Adamently Against AI
For those in the third group, who are 100% against AI and everything it represents, we encourage you to stop watching those scary movies and letting Hollywood determine your business decision-making. They don’t have your best interests at heart. Yes, it’s a bit scary. And yes, it’s yet one more thing to deal with when business is already hard. The apocalyptic scenarios are nothing new, and EVERY new technology in the history of humankind has had its share of doomsday prophets.
When man learned to harness fire for warmth, there were plenty of people who stood at the fringes of the light and declared that this was inviting the judgement of the gods. Funny, we don’t see many chimney sweeps too worked up over that technological advancement.
The point is, we tend to fear that which we do not understand. And when we do finally understand something, we can’t imagine why we feared it so much. So learn about AI. Find out how it actually works. See how it can be utilized for the good of your company. At the very least, please keep an eye on AI and understand it’s only going to get bigger as time goes on. Saying no today might cost
47% of U.S. adults interacted with an AI-powered chatbot for customer service within the past year. (2023)
you time and money tomorrow, so don’t ignore it.
The fact is, no matter how you think about AI, you must know that your customers are experiencing this moment in history with you, and AI is quickly shaping their expectations about how customer service should be done. Take a look at how people felt about AI and communication automation three years ago compared to now.
We have used AI to pull the statistics below. The sources are PLIVO.com (2022), Consumer Protection Bureau (2022), Survey Monkey, Blog.Hubspot.com, Zendesk, and Business Insider. The year has been notated if available.
As you can see, AI is a mixed bag right now. It is rapidly improving and will continue to grow into its promise. The robot voices today are nothing like they were even six months ago and many times when asked, people think they are talking to a human when in fact it’s an AI Agent.
Shep Hyken is a customer relationship expert and he wrote this the other day in his newsletter.
While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered
72% of customer service leaders believe AI can provide better customer service than humans. (2025)
and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience.
At its core, customer service hasn’t changed. Customers still want to be heard, understood and valued. Sometimes, they even want a little empathy. However, what has changed is the way we deliver that experience. The tools may have evolved from stone tablets to AI chatbots, but the goal remains the same: take care of the customer.
Companies that embrace new technologies while staying true to the timeless principles of great service – listening, responding quickly, and meeting or exceeding expectations – are the ones that will keep their customers coming back. The best companies know that while everything seems to change, the most important thing never changes: a relentless focus on the customer!
We are not proponents of fully turning customer relations over to AI at this point. We are proponents of using AI to help and enhance customer relations in those areas where your business might be struggling, and opportunities are getting missed. As Shep says above, the one thing that should never change is having a relentless focus on your customer! ■
86% of leaders using AI report improved scalability in customer service operations. (2025)
59% of consumers feel that AI has caused businesses to lose the “human touch” in customer service.
SERVICE MEANS SERVING
SSometimes we fool ourselves into thinking that using technology to reach our customers is the same as communicating with them. We measure clicks, open rates, and conversions as if those numbers capture the full human experience. They don’t.
These metrics tell us what we want people to do, not how they feel. And how customers feel after hearing from us – or after doing business with us – is the only true measure of the quality of our service.
So, let me ask: Why do you do what you do?
If your answer is, “to make money,” that attitude is bound to show. Your message will scream, “Buy this!” – and customers will know it’s all about you. Sure, the transaction might meet a need, but it won’t build the kind of relationship that true service implies.
Here’s the deal: if you provide the service, you’re the servant. If customers exist only to serve you, then you’ve flipped the script. And while transactions are forgettable, genuine service – the kind that surprises, delights, and leaves people feeling
truly cared for – is unforgettable.
Moments, Not Metrics
We tend to remember the things that sucked or the moments that delighted us. Everything else fades into white noise. Someone once said, “We don’t remember days; we remember moments.”
I’d go a step further: we remember people who made us feel important.
Tony Hsieh, the founder of Zappos, knew this better than most. In his book Delivering Happiness, he tells the story of selling Zappos to Amazon for $1.2 billion. But the money wasn’t the highlight. What made that moment special was the roomful of 700 employees cheering and crying – not because of the dollar amount, but because they had built something that mattered.
Bob Ferrari, Director of Education, National Chimney Sweep Guild
The NCSG offers a customer service track at the NCSG Convention & Trade Show and Chimney Expo.
"We don’t remember days; we remember moments. I’d go a step further: we remember people who made us feel important."
Bob Ferrari, National Chimney Sweep Guild
Zappos wasn’t just about profits; it was about passion and purpose. They delivered WOW: nextday shipping, 365-day returns – services that even cynical customers couldn’t help but respect. These weren’t just transactions; they were transformative experiences.
Trust Is Priceless
My wife has a small Amway business. Every product she sells comes with a six-month “love it or return it” guarantee. That simple promise gives her customers confidence, even when the price is higher. Why? Because trust is built into the relationship.
It’s easy to forget that behind every email, ad, or marketing campaign is a real person – someone with joys, fears, and dreams. When we see our customers as humans instead of numbers, it changes how we approach them.
I remember visiting a customer’s home where I noticed a plaque on the wall: “Realtor of the Year.” He seemed withdrawn and negative, but I made a mental note. Later, I sent him a thank-you card and mentioned how impressive that award was – how much it means to be recognized by your peers.
He called me, in tears. His life was a mess at the time, and being reminded of his success moved him deeply. That small act of acknowledgment turned into a wave of referrals from his office in the years that followed. All because I noticed him.
Marketing Missteps
Of course, we don’t always get it right. REI once sent me a card to celebrate my 49th “co-op-a-versary.” It could have been a beautiful moment of nostalgia –reminding me of all the adventures I’d had with their gear. Instead, the card came with a coupon for $30 off a $150 purchase.
It felt cheap. Like getting a birthday card from someone that says, “Happy Birthday! Oh, and here’s
a sale.” It wasn’t about celebrating me – it was about selling to me.
Another time, I launched a campaign called “Fire Brings People Together.” I was thinking of BBQs, bonfires, and cozy fireplaces. But when the nearby town of Paradise burned to the ground, displacing 50,000 people, the message came across as tone-deaf. Someone called me out, saying I was exploiting their tragedy.
I reached out, explained that the campaign had started long before the fire, and told them I understood how it could be taken the wrong way. I promised to take the ad down, even though it would take time. That simple acknowledgment turned them into one of my biggest supporters. They sent out a message saying, “This is a business that listens.”
Relationships Over Metrics
The greatest illusion in marketing is thinking that communication has taken place. We confuse the technology of transactions – the likes, clicks, and emojis – with real connection.
Good customer service is about relationships. It’s about knowing who your customers are, how you want them to feel, and what they want to experience.
So, ask yourself:
• Who is your customer?
• What emotions do you want to inspire in them?
• How do they feel after interacting with you? Open rates and click-throughs don’t win loyalty. People do.
At the end of the day, customer service is relationship building. And relationships – like great businesses – are built on one simple truth: Service means serving. Be a servant. ■
PAID ADVERTORIAL
Vented Chimney Helmet Unveiled at the 2025 NCSG Convention
IIt’s hard to believe that the 2025 National Chimney Sweep Guild (NCSG) Convention & Trade Show has already come and gone. What a great convention! It was so awesome to see so many of our industry family and friends. The people are always the best part.
The trade show was especially successful for us this year! The tree that we added did its job, bringing a lot of foot traffic our way. In the shadow of the tree, we displayed our newly designed "Vented Chimney Helmet."
The vented chimney helmet was quite a conversation piece. Did you know that some factory-built fireplace manufacturers require 1 inch of air space between the chase cover and the top of the chase’s construction? (Be sure to check the installation manuals before installation.) This idea was put into place to allow air flow to the chase. The benefits would include cooling the structure as well as preventing potential condensation issues.
During the event, several of you expressed frustration with constructing solutions on site, like our new product, to meet specific requirements. I'm pleased to announce that this will no longer be necessary. These innovative chimney helmet chase covers are now available to everyone at essentially the same price as a regular chimney helmet chase cover.
This eliminates the need for custom field construction and provides a convenient, cost-effective solution. Not only will this allow the manufacturers requirements to be met for chase cover installations, but it will also give an extended drip edge for better protection to the chase, aiding in the success of water intrusion jobs.
Owens Chimney Covers is constantly looking for innovative ways to assist our brothers and sisters in soot. Our goal is to assist in making your job easier and more profitable. For more information, questions, advice, or just to chat – give us a call at 844-775-7737! ■
Christopher White, Operations Manager, Owens Chimney Covers
YOU'VE COME A LONG WAY, BABY, BUT Y
Addressing the gap between the number of systems that need regular maintenance and the industry's capacity to service them.
Jerry Isenhour, Coach & Consultant, CVC Success Group
HHopefully, the title of this article caught your attention. What I’m referring to is the progress the chimney and venting industry has made over the decades since its resurgence in the 1970s – but the industry cannot simply rest on its laurels, as there is still a long way to go to reach its goal destination.
Many consumers call you for service, but have you ever thought about what the statistics are? How many consumers have had a chimney service technician visit their home, inspect their chimney and venting system, and perform service? And how many have had their systems inspected on an annual basis as recommended by the National Fire Protection Association (NFPA)?
If we look at the total number of homes with chimneys and vents, the percentage is very small. In fact, it could even be seen as minuscule.
Think for a minute about the area in which you live. Just what percentage of the homes have you visited? Delve even further: how many homes have never been visited, inspected, or maintained by a chimney technician?
If we consider the number of homes a single technician can visit in a single year, the number would range from less than 700 to 1,000. Some may be higher; some may be lower. Then multiply that by the number of trucks in your fleet, and compare it to the number of homes in your market that likely have
a fireplace or other appliance with a venting system. Likely, you will find that you can only service a small percentage of the homes in your market area. It is estimated that there are 147.4 million homes in America. The Hearth, Patio & Barbecue Association (HPBA) published that 57% of American homes have a fireplace or some other type of hearth appliance. Natural gas is estimated to be present in 61% of American homes. Fuel oil is estimated to be used by 4.6 million homes as a primary heating source.
While some gas systems are not vented outdoors, these numbers reflect that there are a vast number of chimney and venting systems in the country. Further research tells us that there are approximately 11,000 practicing chimney sweep technicians in the USA, according to Zippia. Now do a little math: if we have 11,000 chimney techs and each services 1,000 chimneys a year, that means at best, as an industry, we can service 11,000,000 chimney and venting systems annually. But honestly, I doubt we are touching anywhere near that amount. When we consider the total number of chimney and venting systems in the USA, we are far from servicing what should be done annually to meet NFPA recommendations.
So, is there a need for the right messages to get out to the consumers of America? Most definitely. Each person in the industry needs to do their part to help educate consumers about the need for chimney and venting maintenance. The messages need to be clear, concise, and presented in a way that consumers understand. Some in the industry are doing this and doing it quite well, but others are not doing it to the level required to achieve the significant industry growth that is needed.
YOU'VE STILL GOT A LONG WAY TO GO...
As an industry, we also need to realize that today’s consumer is impatient. They want service now. As an industry, we must strive to provide this level of responsiveness. Many consumers simply give up when they must wait weeks or even months for service, resulting in lost potential growth. But it also takes work on the part of our trade associations and educational foundations to get the word out. Some past efforts in our trade include the Chimney Check program, the “Monster in Your Chimney” promotion featuring the voice of Dick Van Dyke, and HPBA’s “Fire Works” campaign: “Nothing Beats Coming Home From A Hard Day In A Cold World Than Fire: Fire Works!” Are our industry groups doing their part to promote what we do and why it needs to be done to the American consumer?
As I write this article, I am thinking: what if we had a nationally known personality, one who carries vast respect, as our national spokesperson? Names that come to mind are Mike Rowe and Morgan Freeman, voices that are well-recognized. I know that when the idea of Dick Van Dyke as a spokesperson was first discussed, it was considered impossible. But it happened when we requested it. Just think: what if we had videos with an influencer that everyone could share on social media? What effect could this have on growing consumer acceptance and bringing new employees into the industry?
In my opinion, it is time to focus on gaining even wider acceptance among American consumers about the need for the services and products our industry provides. After all, during inspections, how often do we find that everything is fine and no upgrades or repairs are needed? Rarely. Ensuring that consumers have properly maintained appliance venting systems improves their homes, saves fuel, and creates a cleaner environment.
COACH'S CORNER
0:00 / 1:29:02
Moderated by Jerry Isenhour during the panel discussion at last month’s convention, six past NCSG presidents discuss the challenges, triumphs, and lessons that have shaped the industry. Watch now on YouTube: @NationalChimneySweepGuild1977
Perhaps it is time for a new message that resonates with consumers. Wider acceptance of what we do and its importance will increase the demand for our services, but we also have to scale up to provide those services when the American consumer wants them. ■
The Coach’s Corner column was created by Jerry Isenhour, former president of the National Chimney Sweep Guild (NCSG) and founder of CVC Success Group. Jerry is an industry consultant, educator, and coach who authors articles in several publications as a service to the chimney and venting industry.
REGIONAL UPDATES
AT-LARGE
Lee Roff At-Large Director
HHi, I’m Lee Roff, owner of Lords Chimney in Houston, TX. I’ve spent over 20 years in the chimney and venting industry, working to provide top-quality service and build a strong, knowledgeable team.
Along the way, I’ve been fortunate to contribute to the industry in bigger ways, including helping to develop the National Chimney Sweep Guild (NCSG) certification exams. It’s been an incredible journey, and I’m passionate about continuing to raise the bar for our profession.
I’m truly honored to join the board and lead the Marketing Committee. I'm most excited for the opportunity to connect with others and help shine a light on the value of what we do. Good marketing isn’t just about growing businesses – it’s about educating people, building trust, and strengthening our industry as a whole. I can’t wait to collaborate with my peers and make a real impact.
This year’s convention was a great reminder of how fast things are changing. Artificial intelligence (AI), in particular, is transforming the way we handle customer interactions and business operations (read more about this on page 24). Learning how to embrace these tools will help us work smarter, not harder.
I’m excited to bring these insights back to Lords Chimney and share them with the industry! ■
AT-LARGE
Brett Conklin At-Large Director
MMy name is Brett Conklin, and I am proud to serve as one of your new National Chimney Sweep Guild (NCSG) At-Large Directors.
While I’m still fairly new to the chimney industry with just over four years of experience, I quickly found a home here. The combination of fireplace and chimney science with the deep-rooted human connection to fire truly resonates with me.
Volunteering at Guild events and serving on committees opened my eyes to the incredible work the Guild does. That experience inspired me to take a more active role in supporting our members and strengthening the industry as a whole. I look forward to continuing that momentum and collaborating with the team to build on our successes. With my background in technology and operational planning, I hope to identify ways to improve efficiency, allowing us to better serve our members.
My biggest takeaway from this year’s convention was the power of collaboration and the importance of effective communication. Whether bridging generational gaps through different communication styles or choosing words that convey the right tone, how we communicate matters. Strong communication fosters better teamwork, stronger customer relationships, and overall industry growth.
I’m honored to serve and contribute to the future of our trade. ■
REGION 5
Roland Perez Region 5 Director
II’m very appreciative that I get to represent the National Chimney Sweep Guild (NCSG) as your new Region 5 Director.
Here’s a little about myself: I have been in the chimney business since 1986. I remember using hand tools to remove chimney caps, flat wire brushes, and fiberglass rods with quick-connect rods – still out there today. Now, rotary cleaning has become a staple in the industry.
I have an insatiable drive to learn and listen, always keeping an open mind and a willingness to change for improvement. I’m grateful for my friends in the Texas Chimney Guild, especially one in particular, Fred Slayback. He personally invited me to my first state guild meeting, where I learned how to do chimney relining with steel flue pipe – just one of the many valuable lessons from that class. This was a big step forward for me, as chimney relining was a challenge (clay flue liners are heavy).
Moving forward in any industry is important. We can’t be like anchors that keep us stuck in the same place. This journey has many bumps and snags, but let’s move forward together as one.
We all have our own ideas about what we can contribute when serving on a board. I believe there’s always room for improvement; if that weren’t true, we’d still be using floppy disks or driving Model T Fords. We all like to think we're the best at what we do, but in reality, it’s about what we learn, what we’re taught, and how we apply it to our businesses. A successful industry must embrace progress, including advancements in technology, different perspectives, diversity, and open-mindedness. We can’t let generational gaps or resistance to change hold us back. We must have a willingness to teach and to be taught.
At this year's convention, I met business owners in their 70s, as well as young men and women in their late teens. I’ve seen married couples working side by side, all sharing the same passion for the business and industry.
Things have changed since the time my son was in second grade. During career day, his teacher asked what he wanted to be, and he answered, “chimney sweep.” The teacher’s response? “That’s not a real job.” But in my family, and in this industry, it is a career – one in which you can be successful as long as you move forward and take advantage of what the NCSG has to offer, as well as what your own company can bring to the table. As business owners, we are seeing more and more diversity in the field, and it’s time to embrace change and advancements in the industry.
"This journey has many bumps and snags, but let's move forward together as one."
One of the biggest takeaways for me from convention this year was meeting young professionals who are just starting in the business and showing desire to learn our trade. It’s inspiring to see them recognize that this can be a career with the right support and training.
Fred is a great example of someone who is openminded and willing to share his knowledge with the Texas Chimney Guild, allowing all of us to grow through education. He taught us about tear-outs, chimney crowns, bricklaying, and more. To this day, I pass down the knowledge I’ve gained to my techs, continuing the tradition.
It’s also incredible to see business owners passing the torch to new leaders who uphold the same integrity and love for the industry. Our members bringing their technicians to the convention to set them on the right path is commendable – it’s a great step in the right direction.
We will continue to encourage education through hands-on classes, leadership training, and the introduction of new concepts. With the right support, nothing can stop us as a close-knit community of sweeps. Furthermore, we can all bridge the gap –until we meet again in Kansas City next year. ■
UPCOMING EVENTS
North Central Chimney Guild (NCCG) Spring Workshop
May 5-9, 2025 | W6460 Co Rd YY, Neshkoro, WI
Remove steel fireboxes using plasma, acetylene, and grinders, then build site-built replacements. Lodging and meals provided. Spots limited. Scan QR code for details!
CSR 360° – In Person at the NCCG Spring Workshop
May 7-8, 2025 | W6460 Co Rd YY, Neshkoro, WI
CSR 360° is a two-day, in-depth training by the NCSG, covering essential CSR skills, customer interactions, phone scripts, problem-solving, documentation, CRM use, and more. Open to all!
Pennsylvania Guild of Professional Chimney Sweeps Charity Workshop
May 19-21, 2025 | 126 Nagel Road, Fombell, PA 16123
Annual charity event with hands-on chimney projects, installations, restoration, expert talks, CEUs, and lodging. Campers welcome!
Residential Chimney Service Roof Training for Competent Persons
May 31, 2025 | 26497 Conifer Road, Unit A, Conifer, CO 80433
OSHA-approved roof safety training for safety managers and technicians, covering SOPs, compliance, and regulations.
Under Pressure – How Air Moves Through a Home
June 2, 2025 | 26497 Conifer Road, Unit A, Conifer, CO 80433
This hands-on course covers air movement, pressure measurement, and manometer use, focusing on how natural draft appliances interact within a home’s system. Includes HAM House demonstrations.
Under Pressure – How Air Moves Through a Home
June 6, 2025 | 1059 Plymouth East Road, Greenwich, OH 44837
This hands-on course covers air movement, pressure measurement, and manometer use, focusing on how natural draft appliances interact within a home’s system. Includes HAM House demonstrations.
Pellet Stove Troubleshooting with Basic Electric
June 9, 2025 | 3837 N Highschool Road, Indianapolis, IN 46254
This hands-on class covers pellet stove fundamentals, electrical basics, ohm meter testing, fuel and venting principles, and full stove disassembly and reassembly – demystifying these systems.
The Lords Chimney team in Houston, TX completed the Residential Chimney Service Roof Training course on March 17.
NEW CERTIFICATIONS
Ross Steele Chim Chimney
Roger Thompson Smalling Masonry
from January and February 2025
Benjamin Bohl Chim Chimney
Emmit Chadwick Fireside Sweeps
Derek Coughlin Fireside Sweeps
Danyon Edens Chim Chimney
Michael Feldbruegge Chim Chimney
Trey Hill Chim Chimney
Seth Meatte The Chimney Guy
Rutger Meister Chim Chimney
Landon Nix Chim Chimney
Jacob Sheinhite Downeast Chimney Sweep
Ron Sikorski Chim Chimney
Trevor Cairns Fireside Sweeps
Thomas Richardson Pinckletink Chimney Service
Caleb Burgess Smalling Masonry
Ahren Fire LLC Landing, NJ
Date: 1/9/2025
Appalachian Chimney Sweep West Jefferson, NC Join Date: 1/27/2025
Chimney Solutions of Central PA, LLC Warriors Mark, PA Join Date: 1/27/2025
CLT Chimney Sweep and Repair Charlotte, NC Join Date: 1/15/2025
Deer Creek Chimney Services Jarrettsville, MD Join Date: 1/9/2025
Delta Chimney Sweep West Memphis, AR Join Date: 1/15/2025
Continues on page 37
Fireplace Professionals LLC Columbus, OH
Join Date: 1/21/2025
ICC Industrial Chimney Co. St. Jerome, QC, Canada Join Date: 1/17/2025
Jim Murray’s Chimney Service Boothwyn, PA Join Date: 1/15/2025
LuckyBrush Chimney Service Monticello, IN Join Date: 1/15/2025
Rutherford Equipment Covington, GA Join Date: 1/22/2025
Top Hat Masonry Repair Waterford, MI Join Date: 1/29/2025
Atlantic Chimney Services LLC Port Orange, FL Join Date: 2/25/2025
Burning Bush Chimney Service Gresham, OR Join Date: 2/19/2025
Chesapeake Inspection Services Delmar, MD Join Date: 2/18/2025
R&J Quality Chimney and Home Improvement Upper Marlboro, MD Join Date: 2/4/2025
Smoky Mountain Fireplace Pigeon Forge, TN Join Date: 2/15/2025
Vantage Chimney Partners Novato, CA Join Date: 2/25/2025
2025-2026 Board of Directors
President; Region 2 Director
Bill Thornton Wissahickon Chimney & Fireplace wissahickonvalleysweep@yahoo.com
Region 6 Director
Michaele Dempsey Professional Chimney Sweep prochimneymichaele@gmail.com
Vice President; Region 4 Director
Debbie Wiedwald
Blackburn’s Chimney Sweeps debbie@blackburnschimney.com
At-Large Director
Gary Smalling
Smalling Masonry gary.smalling@smallingmasonry.com
Treasurer; At-Large Director
Steve Scally
Fireside Sweeps firesidesweeps@comcast.net
Secretary; Region 1 Director
Robby Murphy
Hudson Valley Chimney Service rmurphy@hudsonvalleychimney.com
Region 3 Director
Drew Stein
Chimspector drew@chimspector.com
Region 5 Director
Roland Perez
AAA Home Services and Aaron's Chimney Services roland@myaaahomeservices.com
Advocacy
Debbie Wiedwald
Blackburn’s Chimney Sweeps
Bylaws
Brett Conklin
Chimney Monkey
Certification
Steve Sobczak
Total Chimney Care
Drew Stein
Chimspector
Education
Gary Smalling
Smalling Masonry
At-Large Director
Brett Conklin Chimney Monkey brett@chimneymonkey.com
At-Large Director
Lee Roff
Lords Chimney leeroff@lordschimney.com
At-Large Supplier Representative
Brian Barclay KW DRAFT brianb@rmmanifold.com
2025-2026 Committee Chairs
Ethics
Roland Perez
AAA Home Services
Events
Brian Barclay KW DRAFT
Governance
Robby Murphy
Hudson Valley Chimney Service
Marketing
Lee Roff
Lords Chimney
Brett Conklin
Chimney Monkey
Membership
Michaele Dempsey Professional Chimney Sweep
NFPA 211; NFPA 54
Jim Brewer
SureFire Training Academy
NFPA 31; Tech. Advisory Council
Steve Scally
Fireside Sweeps
UL 1390; UL 1391
Dan Freeman
Freeman Fire
National Chimney Sweep Guild
1255 SW Prairie Trail Parkway
Ankeny, Iowa 50023-7068
