Sweeping August 2023

AUGUST 2023

I WANT YOU AS AN NCSG MEMBER

SWEEPING THE JOURNAL OF CHIMNEY AND VENTING TECHNOLOGY

EXPERIENCE THE LINDEMANN DIFFERENCE

TOP PRODUC TS & NA ME BR ANDS FIELD SERVICE MANAGEMENT SOFTWARE ELITE BUSINESS BUILDING & COACHING TOP PRODUCTS & NAME BRANDS DIGITAL MARKETING MADE EASY CALL US TODAY! 866-240-9955

LINDEMANNSUPPLY.COM BACK BY POPULAR DEMAND!

JANUARY 15-17, 2024

LINDEMANNU.ORG • 800.722.7230

LACONCHA RESORT SAN JUAN, PUERTO RICO

TABLE OF CONTENTS ip h s r e b m e M The Issue

FEATURES Issue Feature: Membership Updates 2023 Membership Drive �����������������������������������15 Advocacy in Membership ����������������������������������19 Let's Get Technical ��������������������������������������11 Why continue to be a member?

Marshall's Musings ������������������������������������ 12 The Best Professional Thing I Ever Did in Business

16 IN EVERY ISSUE President's Letter �������������������������������������������5 Board of Directors ����������������������������������������27 Committee Chairs �����������������������������������������27 Classifieds �������������������������������������������������������27

JUST FOR FUN

Spark Your Marketing ������������������������������� 28 The Marketing Value of Industry Association Memberships

Coach's Corner ������������������������������������������ 31 Is the Service You Provide Memorable to Your Customer?

CERTIFICATION New Certifications �����������������������������������������������7

EVENTS Upcoming Events ������������������������������������������������ 8

Darwin Award �������������������������������������������������26 A U G U S T 2023

3

SWEEPING THE JOURNAL OF CHIMNEY AND VENTING TECHNOLOGY

NATIONAL CHIMNEY SWEEP GUILD 1255 SW Prairie Trail Parkway Ankeny, Iowa 50023-7068 (317) 837-1500

August 2023, Volume 47 #7

We're in the middle of summer, but fall is right around the corner.

STAFF Executive Director Kailah Schmitz, CAE director@ncsg.org

Make sure you're stocked up and ready for the rush.

Associate Director Certifications Coordinator Jessica Thornton jessica@ncsg.org

There's Still Time For An

Early Buy! Place Your Qualified Order* Of $1,500 or more And Your Total Payment Is Not Due Until

November 1, 2023 Also get

Director of Education Bob Ferrari education@ncsg.org Marketing & Communications Coordinator, Editor Kacie Krominga marketing@ncsg.org Membership & Events Coordinator Brittney Burton bburton@ncsg.org Administrative Assistant Jill Kolars ap@ncsg.org

FREE FREIGHT anywhere in the continental U.S. with an Early Buy order over $2,500 *To receive this offer, mention this ad at time of order.

Subject to credit approval.

Good for qualified orders from 8/1/23 through 9/30/23

Same day shipping for orders placed before 3:00PM Eastern Time.

Don't have the 2022-2023 Sand Hill Wholesale Catalog?

Call or Email for your free copy 1-888-SAND-HILL or email

info@sandhillwholesale.com

DISCLAIMER The views expressed in Sweeping do not necessarily reflect the views of the National Chimney Sweep Guild or its staff.

ADVERTISING To advertise, e-mail 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 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.

LAYOUT AND DESIGN Kacie Krominga, Editor PHOTOGRAPHY Stock images by iStock, Adobe.

ARTICLE SUBMISSION NCSG encourages industry partners to submit press releases and articles to Editor, Kacie Krominga 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. © 2023 National Chimney Sweep Guild

Letter from the

PRESIDENT Hello members! With this month’s theme being membership, I wanted to share how I learned the importance of NCSG membership and its role in building my business.

MATT MAIR

When I entered the chimney industry in (roughly) 2009, I, like many, didn’t know a darn thing and didn’t realize it. My knowledge of chimneys was very minimal and sometimes errant, and my knowledge of what it took to run a successful business was even less. My professional background at that point was based in the aviation industry – a commercial pilot with a good degree and after 9/11, my focus had to shift to mechanical work out of necessity. I never attended a business school, didn’t read business books, but hey, let’s start a business! How hard could it be?

Joining the Guild and plugging into that community, attending the regional and national events, and reading various articles books, and following emails on the “NCSG_Members” email list opened my eyes that I was completely ignorant to two-thirds of what I needed to know, and how I really needed to rapidly change my approach to running this new business if I wanted to be around long.

This is probably the number one value in membership for me – dropping myself into a community of peers who were willing to share and give freely because they wanted me to succeed. The education I received from Guild-related classes and events and the friends I made there were instrumental in pushing me forward. I still have notes from Hartford, my first convention.

Now my focus is a bit different, as is the meaning of my membership. The NCSG is focused on looking ahead eight to 10 years to keep our industry viable in an increasingly hostile business/legal environment. Do we have safety standards we can live with? Will our educational/credential clout be enough to keep our industry from being swallowed? Our group is working on these things right now, and will impact every business in our world, members or not. We need support and, more importantly, time and labor.

So if you are newly in business or on your own, join us and plug yourself in – what you don’t know is dangerous! If you are an established business, join us and plug yourself in – we need your help (and hopefully, you will learn a thing or two you didn’t know before!) Attend events, visit other members’ businesses, and attend a convention. It can be eye-opening!

I hope everyone’s Q3 and Q4 go well, and I look forward to seeing you all out there!

M att Mair NCSG President

A U G U S T 2023

5

Meet

DINO XTD/XT II Reach high. Travel light.

• 85’5” vertical reach • 43’ side reach • 25% gradeability • Continuous boom rotation • Auto-leveling • 7,705 lbs.

• 68’10” vertical reach • 38’5” side reach • 25% gradeability • Continuous boom rotation • Auto-leveling • 5,456 lbs.

3 year warranty included on all purchases of 2023 machines!

603.303.8364 devonp@raymondbucketguys.com raymondbucketguys.com 317 Rte 27 · Raymond, NH

Financing available: Philip J McClurkin 215.421.4008

NEW CERTIFICATIONS

June 2023

CERTIFIED CHIMNEY PROFESSIONAL • CERTIFIED CHIMNEY RELINER CERTIFIED CHIMNEY JOURNEYMAN A-1 Chimney Specialist Shawna Worley

Winchester, TN CCP

Black Moose Chimney and Stove, LLC Kelly Zwicker

CCP

Blaze Rite Joshua Dalton

CCP

Blue Sky Chimney Sweeps Nick Henderson Ronnie Brigman Chim Chimney Kyle Shick

Greenville, NH Syracuse, NY

CCR CCR

CCP

Clean Sweep Chimney Service, LLC James Paul Family Chimney Sweeps LLC Roman Levi

CCP

Holy Smoke Inc Ryan Keck

CCP

Laurens, SC CCJ

Hermitage, TN McAdoo, PA CCJ Watervliet, MI Yreka, CA

Hudson Valley Chimney Service, Inc. Sean Faircloth

Poughkeepsie, NY CCP

Master Sweep and Repair Jeff Kucka

Lanesborough, MA CCP

Midtown Chimney Sweeps of Colorado Springs Longmont, CO Sawyer Overfelt CCP Owens Chimney Systems, Inc John Wren Mason Kennedy CCP Tim Boyd Pinckletink Chimney Service LLC Benjamin Marking Hope Webber

tops them all.

• The industry standard for keeping out squirrels, birds, leaves, and other debris.

• Works with single wall, double wall, triple wall, or masonry chimneys.

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

Air cooled and non-air cooled.

Model WSA-TDW for air cooled chimney

the authentic Available from leading distributors nationwide.

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

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

www.chimneycaps.com

CCJ

Mechanic Falls, ME CCP CCP

Top Hat Chimney Sweeps Trent Simmons Victory Chimney Sweeps Victor Aemmer

Monroe, NC CCJ

CCP

Auburn, AL CCJ Charlestown, IN

Although there have been

many attempts to copy it over the last 40+ years, there is only one

Weathershield®.

Always ask for it by name and look for the seal of

authenticity on top of the cap.

100% made in USA A U G U S T 2023

7

UPCOMING EVENTS AUGUST

24

THURSDAY

Thursday, August 24 - Friday, August 25 CSR 360° - August

For all upcoming events and details, visit ncsg.org/event-list

Friday, August 25, 2023 Certification Exam Event - PA Guild

Kansas City, KS

Central City, PA

Have a H.O.T. or certification event you want to host? How about free a listing for your event on our page? Visit ncsg.org/host-an-event

PROPANE, HVAC COMPRESSED GAS

HEARTH

www.raymurray.com Place Orders Check Inventory Access Resources Register for Access Now !

8

NCSG SWEEPING MAGAZINE

OUTDOOR LIVING

Fast Shipping Top Brands Expert Support

800-628-5044

sales@fandcdistributors.com (630) 241-0506

PROUD DISTRIBUTOR OF INDUSTRY LEADING BRANDS

FREE FREIGHT PROGRAMS IN STOCK INVENTORY

WARRANTY & TECHNICAL SUPPORT

24 HOUR SHIPPING

VETERAN OWNED

LET'S GET TECHNICAL

Q: A:

Why continue to be a member?

I stay a member because of all the information I can get by just being a member. I can get it from the forums online, and I can get it from our manual library. I can also look someone up and call STEVEN SCALLY them and ask them like from our TAC line. What TREASURER AT LARGE I find interesting is that when I web search for benefits under the NCSG, the TAC line, which is short for Technical Advisory Council, is the first thing that pops up. So many knowledgeable members are on there for your benefit. This, I feel, is very underutilized in this industry. By being a member, I am also plugged into all the education that is out there in our industry. We have more now than we ever had before.

Then there is also the yearly Convention that we have. The amount of information shared there is unparalleled compared to

anything else you can get in one place at one time. The mentorship program is also a good tool to use. If you are a new or newer sweep to the industry, you can join the mentorship program and learn even more things. It is like having your own knowledge base at your fingertips; anything you need for your business; they can help with. We also have H.O.T. training for particular events in a customer’s home. You get to work with experts and learn how to do that job.

With the way our world is changing, with laws in various states and local municipalities, we can help affect change in what lawmakers are trying to do. There are a lot out there that want more electrification and to get rid of fossil fuels. The Advocacy Committee is working extremely hard to get ahead of this and needs your help as well. In my opinion, the new accreditation of our certification is also a huge plus for our industry, and it will also help us with state and local governments trying to pass laws.

One of the biggest reasons is the camaraderie we all have with each other. It is the only industry I know of that wants to help each other.

POLICY ACTION CENTER Let us know what's going on out there! Submit your industry concern to NCSG's Policy Action Center. We will post it live on the website and look into what we can do to call to action. While you're there, you can also check out the blog for past issues we've addressed. Stay tuned to your e-mails and notifications on Facebook to stay up to date!

A U G U S T 2023

11

ARSHALL'S The Best Professional Thing I Ever Did in Business Many things are important in being a sweep, and many things are important in running a successful sweeping business. Still, I can honestly say that the most important decision I ever made, which set both success & direction in my sweep business, was getting certified and joining the National Chimney Sweep Guild.

Isn’t that two decisions? Well, technically, yes, but no. They were and are a hand-in-glove decision.

Why is this the best professional thing I ever did in my sweeping business? NCSG membership and certification set a standard and direction in my business while giving me confidence as a sweep and setting me apart from my competition.

Receiving or being awarded a sweeping certification by a professional organization recognized me as a working professional who had completed an assessment that evaluated my knowledge and grasp of the industry and my profession. That recognition also gave me the internal confidence to walk a little taller and speak with authority when it came to many situations and codes and standards in the homes I serviced. It also allowed me to combat “Bobby down the road” and the ignorant information provided by substandard and ignorant sweeps. It focused me on burning fewer houses down… and rewarded me with excellence.

My NCSG membership and certification formed a basis of strengthening and knowledge, which set me apart and kept setting me apart.

Know this: When a path is set before you, filled with the right direction, proper knowledge, and exemplary commitment, along with the

12

NCSG SWEEPING MAGAZINE

MARSHALL PETERS fellowship of other NCSG sweeps, there is no excuse not to travel that journey and keep on the path. Again, best decision I ever made. Iron does sharpen Iron.

Of course, there were other benefits. Getting certified and becoming an NCSG member sweep gave me a sizable competitive advantage over the other sweeps in my area. Additionally, I was able to: •

Sell my value as a knowledgeable and certified sweep, having established my professional credibility

•

Boost my efficiency by better tooling acquired by attending the NCSG conventions

•

Increase my earning potential

•

Continue my knowledge and skills by attending the NCSG conventions

NCSG membership and certification set a standard and direction in my business while giving me confidence as a sweep and setting me apart from my competition.

There are many more benefits of being a member of the NCSG and getting and keeping my CCP, CCR and CCJ certifications, as well as

Jillian Stewart, iShootFire

having all my techs acquire and maintain their CCP certification as well, and I will continue to push towards the same.

CCP, CCR, or CCJ certified. This is a no-brainer.

As I said, "best professional thing I ever did in business.”

My question to you is this: If you had a rocksolid investment opportunity that you knew paid dividends over and over, wouldn’t it be foolish not to invest? Of course, it would!

Marshall

So do consider keeping your NCSG membership and having all your staff/techs

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

GOOD

Fan Speed Control

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

BETTER

Manual EcoDamper

Fan Speed Control

EcoDamper System

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

BEST RSHT CHIMNEY FAN

Manual EcoDamper

EFC211 Speed Control and Alarm

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

For more information, call 800.255.2923 or visit enervex.com

A U G U S T 2023

13

2023 MEMBERSHIP DRIVE It’s that time again as we approach a new year of membership. That means it’s time to roll out 2023 SweepsStakes. Each year NCSG gives back to some lucky members that renew their membership before the end of the SweepsStakes calendar. The 2023 SweepsStakes will kick off on August 11th and continue through September 1st. You don’t want to miss out on the prizes this year.

We will be giving away a 2024 NCSG National Convention Registration, 2024 NCSG Chimney Expo Registrations, fellow sweep recommended tools, and more!

All you must do to be entered into our SweepsStakes drawings is to renew your Membership before September 1st, have opted into auto-renewal monthly or annually, or have joined NCSG since October 1, 2022. All eligible members are automatically entered into each Friday’s drawing so renew early for more chances to win!

Meanwhile, the Membership Committee has grown wonderfully since our 2023 Convention and has some big projects planned. See a word below from your Membership Chair, Michaele Dempsey: As everyone knows, we have an awesome membership committee. Each of these individuals has volunteered to step up to the plate and help build the National Chimney Sweep Guild’s membership. This committee of volunteers is hard-driven, fully dedicated, and professionally committed to the Guild.

2023/2024 NCSG Membership Committee Felicity Monsees Louis Lee Stuart Karanovich Dave Bancroft Karin Giroux Carol McCallum Sean Norton Katie Poole Cory Schafer We are proud to announce this fresh and excited committee will be starting a 2023-2024 Membership Drive to gain new members for the Guild. We aim to create as many new member opportunities as possible during our eightmonth membership drive. To add a little fun and competition to the mix, for every 10 new members a committee member refers to the Guild, their name will be put into a drawing for a 2024 Convention Registration.

Plus, it’s a win-win for NCSG Members because all new members that enter referral information into their new member form will also be entered to win a 2024 Convention Registration. We will also have firstplace, second-place, and third-place certificates of acknowledgment for the committee members that went above and beyond. So, let’s see who’s who with a little competition within the best membership committee ever! I know we can do this and have fun doing it.

Retention is the most important part of our membership along with keeping our members happy, bringing their voices to NCSG, and offering the Guild the best education and certifications available. That being said, I’m here for each and every NCSG member. In addition, our committee will be reaching out as part of another new challenge: the 10, 10, 10 Challenge. This is where we will call 10 soot brothers and sisters, fellow sweeps and friends, members and non-members. I personally challenge each member to call 10 members, which will call 10 members or non-members etc. to pass this message on:

A U G U S T 2023

15

“Promoting membership and our new CCP, CCR, CCJ Certifications.” When your membership committee person calls, please welcome their call and remember they are your committee working for you as a member.

Note to all members: Please give contact information to the committee if you find a new member opportunity. Working together, we can accomplish anything.

Finally, I have personally been a member of the National Chimney Sweep Guild since the early 1980s.

One of the best decisions I ever made was from the advice of my father figure, Don Leavitt: “The father of all Chimney

Sweeps.” He was one of the first founders of the National Chimney Sweep Guild and Golden State Chimney Sweep Guild and one of the most important people in my life. Don was always there for me, day or night, no matter what time.

God knows Don will be in my heart forever, with all the education, guidance, special memories, love, and the brothers and sisters he gave me.

Thank you, Don Leavitt, for all your dedication and creating an awesome foundation for Chimney Sweeps—a true visionary.

Thank you, NCSG membership, for allowing me to serve as your membership chair.

Michaele Dempsey NCSG Membership Chair

Submitted Photo

Chimney Caps• Liner Kits• Accessories

:Made in }lmerica

16

NCSG SWEEPING MAGAZINE

ADVOCACY IN MEMBERSHIP NCSG is the leading advocate for the chimney and venting industry.

Through close monitoring of state and federal policy to active involvement with codes and standards, the Guild Advocacy Committee protects member interests long term. The Advocacy Committee comprises Government Affairs, International Relations, and Codes and Standards.

DEBBIE WIEDWALD

The Advocacy Committee continues ADVOCACY CHAIR to be active, impacting the chimney and venting industry in various ways. The following is a list of NCSG Advocacy initiatives: •

Continued monitoring and updating the membership regarding NFPA 211, NFPA 54, NFPA 31, UL/ ULC 1390 and UL/ ULC 1391

•

Informed members through articles in Sweeping magazine’s November Government Affairs issue

•

Continued work with the OSHA task force to have workable fall protection recognized for the unique work that sweep professionals do

•

Participation at the NCSG Convention’s International Guest Reception and the States’ Guild Presidents' meeting

•

Attendance at the yearly European Federation of Chimney Sweeps (ESCHFOE) meeting to learn best practices and trends from technicians in other countries

•

Coordinated the Forced Electrification / Fuel Choice education session at the NCSG convention with Karen Arpino, Northeast HPBA Executive Director

•

Attendance at the HPBA monthly Government Affairs calls, reporting legislative updates, and initiating Calls to Action to the NCSG membership

•

Attended the annual HPBA Expo connecting with HPBA Government Affairs staff and HPBA regional representatives

In March 2023, NCSG adopted the following position statement on Fuel Choice / Forced Electrification: The National Chimney Sweep Guild (NCSG) advocates for a clean environment through diverse and sustainable fuel choice options for our nation that support emissions reduction.

We are advocating for less greenhouse gases, and to understand that forced electrification would endanger millions of US citizens.

The electric grid cannot support necessary usage without the continued burning of fossil fuels. Alternative fuel sources are needed for homeowner and commercial uses.

NCSG members are encouraged to get involved with the Advocacy Committee.

Members can submit policy change alerts through the Policy Action Center on the NCSG’s website - ncsg.org/policy-action.

Legislative and regulatory alerts are then shared with NCSG members for grassroots action. In addition, the Advocacy committee is seeking additional members to assist with Government Affairs monitoring in each of the Regions.

NCSG encourages industry professionals to educate local government officials and customers about the importance of fuel choice. In addition, chimney professionals need to network with plumbers, HVAC companies and other industries working to provide homeowners with heating options.

As the Guild continues to grow, increase attendance at the annual convention, and remain a voice for chimney and venting professionals, grassroots advocacy efforts have a great impact. Please reach out to me at debbie@blackburnschimney.com to discuss legislation concerns or to become more involved with the Advocacy Committee.

A U G U S T 2023

19

SPARK YOUR MARKETING The Marketing Value of Industry Association Memberships

CARTER HARKINS & TAYLOR HILL SPARK MARKETER

It’s been kind of amazing to look back on all the conversations we have had in the past 14 years servicing the chimney and venting industry. In that time, we’ve identified one major commonality that businesses who have more success than their competitors seem to have. If you read the title of this article, then you will know that this shared characteristic is being a member of NCSG.

We’ve heard story after story of people coming to the convention for a number of years to see what’s new at the trade show, then heading home, only to have the same issues waiting for them when they got back. Then, one day, they decided to partake in the whole show - education, training, and all! And that’s when things started changing for them.

There’s More to it Than Membership Imagine you’re at a party where you don’t know anyone. That can be just what being another member is like. Feels kind of awkward, right? But once you start engaging with your fellow sweeps, you have the camaraderie of people who all have the same interests as you.

Suddenly, it’s a whole lot easier to make friends and have a good time. And while industry associations can be a party, it’s also a place for business owners to get help and up their game if they want to.

When you meet and participate with other folks in your field, you also learn the latest industry tricks and innovations - and might

20

NCSG SWEEPING MAGAZINE

even pick up a few things about marketing your company. But one thing you may not know is that you can also use your industry association to help attract new customers.

How Industry Association Memberships Help Attract New Customers Credibility Is Key When you join an industry association, you’re showing the world that you’re serious about your work. Customers love this because it makes them feel like they’re in safe hands. In other words, being part of an association can make your business seem more trustworthy and reliable.

With this in mind, use the association everywhere you advertise, like on your website, social media channels, fliers, billboards, and ads. Use every trust factor you have!

Getting In On the Latest Trends Associations often provide their members with the latest news and trends. That means you’ll always be ahead of the curve and can adapt your marketing strategies to fit what’s happening now.

Being on top of trends can make your business more attractive to customers who want to feel like they’re getting the latest stuff. Make sure your potential customers know this, as well. Write about anything that is new, do a regional press release, and put it in your organic social media accounts. People want to work with people who are up-to-date and always work on staying on top of trends and innovations.

Networking Like a Pro Industry associations are great places to network. And no, we’re not talking about swapping business cards. We’re talking about making genuine connections with others in your field. Those connections can turn into collaborations, partnerships, or even recommendations. Add to that having someone

Stock Photo

you trust to ask questions to and see what’s going on in their market and what’s working for them or not. That’s marketing gold right there!

Learning From the Best Associations offer seminars, webinars, training, and workshops that can help you improve your operations and your marketing game. You can learn from industry leaders and get the inside scoop on the best marketing strategies. Then, you can take all that knowledge and use it to make your business stand out to new customers.

Showcasing Your Business When you actively participate in associations and conduct trainings, webinars, or speaking arrangements, it lends even more credibility to you and your business. When you do these things, mention them in your social media channels and have someone take photos or even shoot a video.

This shows your potential customers that you are an industry insider and someone who must know a lot to be conducting training in the industry you work in.

So, if you haven’t joined the NCSG yet, maybe it’s time to consider it. If you have been a member but have never gotten involved, you might be surprised at just how much being an active member can help your business grow. Jump on in! The water is really fine.

About the Authors: Carter Harkins and Taylor Hill are the authors of Blue Collar Proud: 10 Principles for Building a Kickass Business You Love and the owners of Spark Marketer, a ‘no bull’ digital marketing company that’s been getting sh*t done for home service businesses across the nation for a decade. 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. Tired of empty promises and ready for focused digital marketing and balls-to-the-wall dedication that gets your business seen?

Visit www.sparkmarketer.com.

In the end, industry association memberships aren’t just about having a fancy badge to put on your website. They can seriously boost your marketing and help you bring in more customers.

A U G U S T 2023

21

Spraying Thermocrete is easier than ever!

New commercial equipment package includes a “Roof Rover” to raise and lower the hose and spray machine at no extra cost.

No more hand over hand!

Increases: • Safety • Performance • Durability Approved Industries is currently looking to expand our Thermocrete network by offering more for your money than ever before. Call or visit online to apply for a dealership and start offering your customers the only field applied ceramic with a more than 20 year history.

Trust comes with time....Call Today

Listed and Labeled to UL-1777 / ULC-S635 and comes with a Lifetime Warranty

www.approvedindustries.com

Who sprayed SmokeChambers before Smoktite? Nobody!

Thats because we invented the Smoke Chamber Spray. Why are we the best? Our specialized compospray Smoktite. Don’t settle for less.....

..... Stick with the Original ALL ng on ver i p p i Sh so FREE tite order k Smo 0 $200

866-439-0069

info@approvedindustries.com

COACH’S CORNER Is the Service You Provide Memorable to Your Customer?

Some years ago, when I was going through training under Jeffrey Gitomer for sales, one of the classes he presented was based on his book, which was entitled "Customer Satisfaction is Worthless, Customer Loyalty Is Everything." The basis of the book was how to build loyal customers that do business with you over and over. But even more than that, the plan must be to turn the customer into an CVC SUCCESS GROUP enthused customer who tells everybody about the company and the great service they provide.

JERRY ISENHOUR

Being memorable to a customer means you have a chance of loyalty from the customer, where they want and will do business with you repeatedly. And this loyalty will often extend to where they become a customer cheerleader, telling others, you gotta try my guy! This just makes great economic sense as research shows it requires five to seven times the cost to gain a new customer over retaining an existing customer. Setting a goal and planning to make your business memorable is just good business sense.

Recently I had the privilege of conversing with hotelier Larry Broughton. Larry is a former Green Beret and now is the head of Broughton Hotels, a conglomerate of boutique hotels. In the interview, he explained that their goal was to build clients instead of simply considering them as customers or guests. The goal of a hotel is not only to be profitable, but to become known as a brand that the client frequents often.

This made me think that for a customer to be a client, one must provide memorable service to turn a customer into client. The service also needs to be at a level where the customer becomes enthused about the service provided and wants to share that satisfaction with their friends. But how do we do that? Here are some ideas for you to use in your process to convert people who may simply be satisfied into the position of being loyal client who is enthused and wants to share the good word about you and your company with the world.

Understand Your Customer and What They Want from You and Your Company This is so often where the relationship just does not get off on the right foot, and the key to building a client is to build trust and a relationship with the customer. So, make an effort and reinforce this to your team members; we must understand our customers, their pains, and their desires. Without this, the relationship will not progress to where we truly want it to be.

Embed Customer Service Excellence Into Your Company Culture Think about it, what are you looking for if you are the customer? This is all important and where successful relationships start. A company with excellence as its mantra will progress into a company your client will want to recommend to others. This takes a company that does what it says it will do when it says it will do it! Are these the client results your customers are receiving?

Train Your Customer Support Staff These are the people who have the first contact with your customers. These team members take the prospect (you might call

A U G U S T 2023

23

this the lead) and turn it into an invitation to the customer’s home. Then the technicians continue to build the relationship, but it will be easier if the customer has received toplevel assistance and understanding from the customer support agent. This is why we refer to them as Customer Service Representatives; they are the ones that set the stage for the initial success.

Enable Your Customer Support Staff to Handle the Issues that May Arise Let’s face it, if we as a customer have an issue with a company, we want a quick, effective solution to the problem. Successful companies have support staff trained and empowered to handle any issues a customer may contact us with quickly, effectively and efficiently, without a runaround or the customer having to wait for a resolution. Treat the customer as you would want to be treated.

Field Technicians Arrive Timely and Present the Image the Customer Desires Such an important factor, do your technicians arrive in a neat, clean, wellorganized vehicle? Are they personally neat and clean? Do they respectfully speak to the customer and address all concerns? Are they willing to take the extra step needed with every customer to cement this relationship?

Reward Stellar Customer Service Your people must be celebrated and rewarded when they provide the stellar service the customer provides. To do that, you must have CRM software that enables you to track and measure the performance of your people.

You cannot improve what you do not measure.

Invest in Building an Immaculate Online Presence In today’s world, consumers have researched you deeply before making the first call to you. As such, they go through your online presence, i.e., your website, but also through your social media. Both must be immaculate and very attractive. New and relevant content must be added regularly.

Also, your Google My Business page must be informative and reachable. Remember, the customer is researching you to see if you are

24

NCSG SWEEPING MAGAZINE

the company that can eradicate the pains that you provide resolution to and deliver the desire that they dream of having in their home. As such, does your online presence tell that story?

Do you have your story?

Your Outreach Must Be Personalized to Connect There are four major facets of this. REACH. Does your website and social media reach out to your customer with the right story that the customer needs to see, hear and read?

RELEVANCE. Is your information relative to your customer? Does it address their pain, or does it touch on their desires? REMEMBER. Is the information presented in a way that your customer comprehends, grasps and remembers it? RECOGNIZE. Does your outreach enable your customers to realize that you have the answers for them and will provide the products and services they need?

Aim to Delight Your Customers, Not Just Satisfy Them This is where what you provide is special for the customer; what do you provide that makes them feel special? Let’s take Chewy, a provider of pet supplies; what do they do? Provide a hand-signed birthday card for the dog! What do you do that makes your customers feel they are special to you and valued by you?

Provide Omni-Channel Outreach Communication Do your customers prefer a phone call, a text, or an email? You should know these facts, which should be stored in your CRM software.

Communicate with your customers how they prefer, not just how you prefer.

Provide Your Customers with a Stellar Location for Knowledge Your customer looks to you for the information they need to resolve their issues effectively. Is your outreach providing this, or do you simply have a one-page website that does not provide the information the customer wants and needs? Do you have an active YouTube channel with videos uploaded that provide your customer and prospective customers with the information they need?

Stay in Touch with Your Customer How do you stay in touch with your customer? Is it through positive social media?

Is it through newsletters? Is it through emails?

Is it through texting? Is it through ring-less voicemail? What ongoing contact will make your customer remember you and the service and products you provided?

Eighty percent of customers expect better customer service today than they did before the COVID-19 pandemic. We may even think their demands are too outlandish and their expectations are too high, but all your team must understand that customer is spelled PAYCHECK! Understand that memorable customer service moments can enhance the customer journey, improve customer loyalty and drive profits. Ask yourself, are we providing enough of these moments for our customers? Are there areas of customer service moments that we need to improve upon and provide more of these moments for our customers?

need to make to move to the level of customer service your customers expect. Do it, and your bottom line will thank you for it! And your customers will convert to clients.

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. He is 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 website 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.

CVC Success Group also has a broadcast/ podcast, The Chimney & Fireplace Success Network, that is broadcast on Fridays at 12 PM Eastern time and also can be found on your favorite podcast channels.

Don’t delay. Research your own customer service moments, and make the changes you

A U G U S T 2023

25

Darwin Award "Some chimney 'expert' thought it was a great idea to use prefab refractory panels to fix this customer's chimney hip. I have to admit it looks really classy.

They told the customer that it was slate."

Submitted by: Makenzie P. of Virginia

Have you ever seen some interesting things on the job? Submit a photo with your name and state to marketing@ncsg.org.

DIRECT VENT CO-LINEAR

TRUSTED BY HOMEOWNERS FOR OVER 40 YEARS

Decorative Kit

A DIRECT VENT SYSTEM THAT DOES NOT COMPROMISE INDOOR AIR QUALITY. DESIGNED FOR USE WHEN CONVERTING EXISTING WOOD-BURNING FIREPLACES INTO GAS FIREPLACE INSERTS.

Extreme Weather Kit

Direct Vent Systems Use Outdoor Air For Combustion, Not Indoor Air

T 1.800.654.5600 | F 1.888.889.3539 | sales@z-flex.com | www.z-flex.com

2022 Novaflex Ads_ChimneyMagazine_7.35x4.5.indd 1

26

NCSG SWEEPING MAGAZINE

2023-01-11 1:22:28 PM

BOARD OF DIRECTORS '23-'24 President | Region 1 Matt Mair matt@blackmoosechimney.com Vice President | Region 2 Bill Thornton wissahickonvalleysweep@yahoo.com Treasurer | At-Large Steve Scally firesidesweeps@comcast.net Secretary | Region 4 Debbie Wiedwald debbie@blackburnschimney.com

Region 3 James Owens james@owenschimneysystems.com Region 5 David Steward copperridgechimney@gmail.com Region 6 Michaele Dempsey prochimneymichaele@gmail.com

At-Large Jake Cromwell jake@tophatchimneyandroofing.com At-Large Robby Murphy rmurphy@hudsonvalleychimney.com At-Large Gary Smalling gary.smalling@smallingmasonry.com At-Large Supplier Rep Doug Rivas drivas@nesbestflex.com

COMMITTEE CHAIRS '23-'24 Advocacy Debbie Wiedwald debbie@blackburnschimney.com

Ethics James Owens james@owenschimneysystems.com

Bylaws Matt Mair matt@blackmoosechimney.com

Governance Steve Scally firesidesweeps@comcast.net

Certification Steve Sobczak steve@totalchimneycare.com

International Relations Victor Imgarten stlswp@accessus.net

Events Doug Rivas drivas@nesbestflex.com

Marketing Jake Cromwell jake@tophatchimneyandroofing.com

Education David Steward copperridgechimney@gmail.com

Membership Michaele Dempsey prochimneymichaele@gmail.com

NFPA 211 Jim Brewer jim@rooftopsafetyusa.com NFPA 31 Steve Scally firesidesweeps@comcast.net NFPA 54 Jim Brewer jim@rooftopsafetyusa.com Technical Advisory Council Steve Scally firesidesweeps@comcast.net

CLASSIFIEDS

CLASSIFIED ADS FREE FOR NCSG MEMBERS NCSG 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, please e-mail marketing@ncsg.org.

A U G U S T 2023

27

National Chimney Sweep Guild 1255 SW Prairie Trail Parkway Ankeny, Iowa 50023-7068

PRESORT STD US POSTAGE PAID PONTIAC, IL PERMIT NO. 592

Join the nearly 200 and growing newly certified sweeps today! Don't miss out on your opportunity to have your accredited certification! Apply now!