The Installer July-August 2014

Volume 40, Issue 4 July/August 2014

2014 NGPP National Convention & 40th Anniversary Celebration: Swinging for Success in Louisville, Kentucky!

By NGPP National Convention Committee Chair Scott Peto, C.P., Restoration Services of Ohio, Inc.

The National Guild of Professional Paperhangers (NGPP) is pleased to share that the 2014 National Convention and Vendor Showcase will be held in majestic Louisville Kentucky at the historic Galt House Hotel.

The Convention Committee is presenting an event filled agenda for attendees. In addition to the traditional camaraderie and general great time, this year there will be a pre-convention tour day on Wednesday, September 10, 2014 starting at the PSI Wallcovering factory then off to Keenland Race Park, Donamire Horse Farm and heading for home with a visit to Woodford Reserve, a premier bourbon distiller.

Pre-convention education begins on Thursday, September 11th, with a perfect mix of the latest to the greatest in wallcovering topics. For the latest, digital murals and graphics both traditionally pasted as well as self-stick, will be offered in two six hour sessions. The class instructors will be Phil Reinhard and Jarrod Parrish. Attendees will learn everything from the basics of preparation, handling, layout, terminology and installing multiple types of substrates.

A third pre-convention class being offered is “Lincrusta, the Ultimate Wallcovering”. Joining us from England as the primary level 1 instructor is Andy Sarson of Lincrusta. Andy will be supported and aided by NGPP members Dave Adams and David Dillinger who were certified as Lincrusta trainers. Level I will cover the history of Lincrusta, the raw materials, proper handling, installation

and preparation for finish. A level II Lincrusta class will be offered as a post convention session, scheduled for Sunday, September 14th. level II will teach the proper installation of a staircase as well as ceilings. These two sessions will prepare attendees to tackle any Lincrusta job!

The National Convention program goes into full swinging with our keynote speaker. Throwing out the first pitch will be Phil Tarullio from LSI Wallcovering. LSI Wallcovering has a manufacturing facility just across the river from Louisville in Indiana.

This year’s convention will once again offer Table Tops demonstrations. Everything you ever wanted to know or see about trimming will be offered all in one place at one time during this year’s Table Tops.

Different tools, wet, dry, mechanical, table trimming, wall trimming…pay attention; this is where we learn the little tips and tricks that make good installers better!

(Continued on page 3)

SEPT. 12 & 13, 2014

INSIDE THIS ISSUE President’s Message..............................................................2 NGPP Region Director Election..............................................4 Can You Grow in Manhattan?.................................................7 Waxed Paper – It’s Not Just for Kitchens Anymore................8 Customer Service.................................................................10 Industry Welcomes Proposed Changes...............................11 NGPP Education is on the Move..........................................12 July/August 2014 - Page 1

PRESIDENT’S MESSAGE . . .

For the Next Forty!

By President Cyndi Green, C.P., Cyndi Green Wallcovering, LLC, Monroe, Louisiana

My fellow members, I am very pleased to learn that many of you have been discussing our proposed changes for NGPP, especially the rebranding efforts and name change. That tells us that you all have really been paying attention to the updates we have been sharing throughout the past year. I want to reinforce that this was not something that we have taken lightly nor have we made a quick proposal.

When we undertook this long journey, we sought out several professional marketing advisors to help guide us through complicated topics such as association growth and revitalization. We presented many name options to the committee along with dozens of new potential naming combinations brought to us by advertising and marketing firms before agreeing upon the one which held the most appropriate meaning and content--- in addition to having no harmful connotation for our increasingly international membership.

Along the way, we learned that marketing to a broader and more international audience required us to shed a lot of assumptions which may have been valid within the USA alone.

The whole point of doing rebranding is to reach a new audience so our association can stay strong and our members can personally grow.

One example of this paradigm shift was learning to examine the common use of words in different areas of the world. One recommendation from the professional consultants was to keep the new association name to no more than three words in order to increase search ability and retention. There truly is a science to choosing an appropriate name that flows easily and relays our trade.

We understand that most of you have not had the ability to hear the professional consultant’s recommendations, or the many discussions which the board and committees have engaged in. But rest assured that we did have all that conversation over the last 18 months and July/August 2014 - Page 2

every possible word has been analyzed. Your board believes that the WIA (Wallcovering Installer’s Association) is indeed the best choice.

Remember, we are in this same career and we want what is best for the group because, at the end of the road, we are still all installers in this fine craft of wallcovering. No matter where we live or what language we might speak.

This is a year of changes and you can look forward to the unveiling of a new website. The Web Committee has a huge job as well. We want this website to be one you will be proud of and one that will be used by everyone in the industry. This website will be our hub of staying in touch with each other and interacting with social media to again market our organization and ultimately you as a member. You, as the professional, are what we hope to project for you. The Web Committee is developing a plan to incorporate all our needs and leave room for growth for future ideas.

Our organization is currently the only place in this country where someone can receive continuing education in the latest products and installation techniques. The Education Committee continues to work as they always do to bring detailed courses for you to perfect your skills. But, we also have a new objective and that is to market our skilled wallcovering technicians so that the industry and consumers can turn to us with trust and know that the particular technician they choose to contact does their type of install. We have been approached by the industry and consumers to make our “Find an Installer” site more interactive and the search more job specific. This will take time and although many of you obtain certain skills, we do have to find ways to verify and qualify our members. As this criterion is developed, the option for participation is up to you. Meanwhile, our yearly education classes will earn you an “icon” if you participate in that class. This is a work in progress and while it seems to have become a means for confusion to be released before it is ready, rest assured

that this program is being developed to bring awareness to the industry and consumers to show the talent and professionalism of this group. In the meantime, you will always have your profile section to give an overall view of the company you have built and where your interests lie. The immediate target area need for this year is, but not limited to, digital wallcovering. We chose this because the market shows that it is the fastest growing area in today’s wallcovering market. Our goal is to put you in a position to market yourself and choose what areas you

would like to be contacted for. Our University, once it develops, will be another way to work toward an icon. Past class participation from a predetermined date will be considered. Our main goal, at this point is to keep you aware of how we are growing and the steps we are taking while continually keeping your benefit as our focus.

We look forward to seeing you all at the convention to celebrate our 40th Anniversary and our new beginning to the next 40. n

National Convention (Cont’d from page 1)

status will be present on the “Find a Paperhanger” area of the NGPP website (www.ngpp.org).

It is time for the Winning Walls With Wallcovering (WWWW) Contest and Luncheon as well! Installers are encouraged to enter. Simply take some photos and write a story about how it was installed. If you never entered WWWW before, 2015 could be your year. One thing is for certain you can’t win if you don’t enter, “True Story”.

One of everyone’s favorite events is the NGPP Vendor Showcase and it will return again this year on Friday, September 12, 2014. The Vendor Showcase is the perfect time to relax and network with our industry associates and see all the new things happening in the industry from wallcovering to paste to tools. There will be something for everyone.

The 40th Anniversary and Awards Dinner will be the end of a delightful event. After many years of the awards banquet being presented as lunch events, we have moved it to the dinner time slot.

The National Awards honor members who have been outstanding in service to the NGPP and the industry. Since NGPP turns 40 this year, attendees will be treated to a “Look into the Future of the NGPP.” And last but certainly no least, attendees will close the night with the amazing vocals of the Eisenhauer Band from Nashville, TN. From Blues to Bluegrass, Folk and Southern Rock the Eisenhauer Band will entertain and amaze; what more could you ask for? With a line up like this we’ll be sure to knock one ‘outta’ the park. For more information on this event or NGPP contact the national office at 800-254-6477 or visit the website at www.ngpp.org. n

There is nothing more gratifying than a fellow craftsman asking where did you learn to do that? And you answer “at the NGPP National Convention”, “you should go sometime and see what you’re missing. “ What should attendees expect to see at the National Convention? What about Sessions?

Below is a list of topics:

• • • • • • •

Acoustical Wallcovering – everything you want to know and then some.

Scaffold Basics and Safety by SunBelt Rentals – a lecture on the practice of what many assume is a no brainer….yep, that sounds about right.

Wrapping it Up – well you guessed it, how to wrap damn near anything with wallcovering.

Wrapping it Up – a team challenge event and we will keep score A Look Behind the Pane in Wallcovering Tools – Ouch? or Aaa-Hah! Wall Upholstery – walls and fabric but no paste.

QuickBooks by a certified instructor – The basics and keeping it real.

The NGPP Education Committee is encouraging everyone to attend their sessions on Introduction to Residential Installations, taught by Denis Picard. This free class will be held during regular convention sessions but attendees who pass the course will earn a “Trained Installer” status and this

July/August 2014 - Page 3

National Guild of Professional Paperhangers Region Director Election NGPP is happy to announce our slate of Region Directors and Alternate Region Directors for 2014-2016

Central Region Candidates Region Director | Lynnie Winter, C.P. I have been an active member of NGPP for over 25 years and a member of the Chicago Chapter since 1996. I achieved Certified Paperhanger status in 2003, and recertified in 2008 and in 2013. I have attended all but one convention since 1995.

As a member of the Chicago Chapter, I served as Vice President for several years as well as the Newsletter Editor of the Chicago Chapter’s The Way It Seams for several years, winning the Best Newsletter Award in 2000.

Throughout the years, membership in the NGPP has hugely benefitted my career growth. The education received from attending conventions – knowledge about new materials, various installation techniques, helpful “tips and tricks” from others, etc. – has been invaluable to me as a paperhanger and a business owner.

Guild membership is truly a value for the investment.

Serving as the Central Region Director would allow me the opportunity to give back to this organization that has given so much to me. If elected I will do my very best to represent my fellow Central Region installation professionals and investigate opportunities to further advance the Region’s goals. I believe these goals should include more education for the installer to access, ongoing growth with our Associate relationships, and an enhanced user-friendly website, all while continuing the camaraderie and unity that makes our Midwest Region so strong and vital to the NGPP. Alternate Region Director | Michael DiGilio, C.P. I graduated from the University of Illinois in 1978 after working my way through college painting exteriors. In 1979 I went into July/August 2014 - Page 4

business full-time. Since then the business has grown into a full-service painting, faux finishing and wallpaper installation company. I joined NGPP in 1990, have served as the Chicago Chapter Vice President from 1994-1996 and as Chapter President from 1996-1998. From 1998 to 2000, I served as the Midwest Region Director. As a National Board member, I served as a founding member and chair of the Website Committee, the Member Services Committee and the WWWW Committee. I have participated in eleven national conventions and region workshops, local workshops, tradeshows and Tech Tours. I can also boast of winning the Bob Isenberger Paperhanger of the Year in 2011.

Currently I am serving as the Chicago Chapter President and look forward to continuing my service as Central Alternate Region Director.

Mid-Atlantic Region Candidates Region Director | Michelle Corl As the current Mid-Atlantic Region Director, I bring more than 30 years experience as a paperhanger, although I have actually been in business for myself for 16 years and a Guild member for 15 years. I started hanging with my grandmother and mother when I was 11 years old. Through NGPP I have been fortunate to have been exposed to and trained with some of the best craftspeople in the field and had access to cutting edge information and products. My business in southwestern Virginia currently includes wallpapering-both specialty and standard papers, painting, faux, and color selection and design. My formal educational background is in chemical engineering and fine arts, with additional training in emergency medicine and instruction. I hope to help the MidAtlantic Region to increase membership and improve participation for members, to have an impact on others in the industry and help further the Guild as a worthy organization.

Alternate Region Director | Jeff Ragland I came to work for H. J. Holtz and Son, Inc. in April of 1996 as a young man who wanted to learn a trade. Sixteen years later I run a group of paperhangers and decorative finishers. I have professional interest in specialty finishes, plastering and paperhanging. I attended my first decorative painting class in 2001 and continued to attend workshops on both paperhanging and special finishes to increase my knowledge. I have executed jobs that have won H. J Holtz national PDCA’s “Picture it Painted” Awards four times.

I was instrumental in having H. J. Holtz join the National Guild of Professional Paperhangers seven or so years ago. Since then my coworkers and I have hung scenic murals for several customers including the Williamsburg Winery and installed wallpaper in The Rockefeller Bedroom at the Virginia Museum of Fine Arts. As well as being fortunate enough to teach a class on murals as well at the NGPP National Convention in Columbus, OH. In my spare time, I enjoy hunting, camping, flag football, and my wife and two boys.

Northeast Region Candidates Region Director | Jack Egan I am the current Region Director for the Northeast Region as well as the national Education Committee Chair. Prior to being RD, I worked as Alternate Region Director. In addition to my skills as an installer, I’ve learned a tremendous amount about Board function and the members’ needs. Personally, I have been a steadfast member of the Guild since 1988, serving over the years as Connecticut Chapter President, Treasurer, and on various national committees as well as writing articles for The Installer. The Guild is important to me and I’m ready and willing to work hard to keep it moving forward.

Alternate Region Director | Heidi Johnson I have been a member of the NGPP and the Berkshire Chapter (Massachusetts) since 1994, and am currently the Northeast Alternate Region Director, serving since 2010. I am a proud 1990 graduate of the U.S.S.P.P. (in Rutland, VT), living and installing in my native Connecticut River Valley of western Massachusetts. I regularly attend national and regional NGPP events, serve on the Website Committee, write articles for The Installer, and have given table top demonstrations at the national conventions. I look forward to being of continued assistance to the Northeast Region Director while meeting even more of the northeast members and representing their interests on the National Board.

South Region Candidates Region Director | Pam McCartney Having been a member since 2002, I currently serve as the Region Director for the South Region. I have served on many committees. I would like to remain a Region Director and serve the south. I feel I have made significant strides in communicating with members in this large region and have plans to improve communications even more. In an effort to improve large area communications, I implemented region teleconferencing and much to everyone’s delight it works well. Members all over the region now have an opportunity to directly participate whether they are in a chapter or at-large.

Although I have over 20 years of experience, I continue to learn from NGPP members through various interactions. I hope to continue giving my time, effort and energy to the members of this strong organization and facilitate their learning and needs as well.

Alternate Region Director | Michael King I have been a member of the Guild since 2010. I am 53 years old and a third generation installer and have been hanging wallpaper (Continued on next page.)

July/August 2014 - Page 5

my entire life. I have never done anything else to make a living and cannot stress enough, how important New this industry is to all of our families. and Rejoined Members I attended my first convention in New Orleans Bill McCollom Charles Bogert and wasB. amazed how warm and friendly all Bill McCollom Wallpapering Perseverance Paperhanging the members were. Members made me feel 2454 E. Desert Trumpet Road 6010 North Douglas Highway like a part of the family in an instant.

It is in this Houston, AZ 85048 Juneau, AK 99801 (303) that 956-3859 spirit my only agenda(602) will 430-4874 be to serve my mccollomconst@aol.com perseverancepaper@gmail.com fellow members and to continue to promote our At-Large At-Large industry and bring it back to its past and future Ted Ostler prominence.

Jeffrey DiFilippo

Welcome New Members

Ostler and sons JD Paperhanging Corp 26 Alevera Street 238 West End Avenue West Region Candidates Irvine, CA 92618 Brooklyn, NY 11235 (949) 275-2601 (347) 462-1051 Region Director | Don Foreman tedostler@yahoo.com jdprohang@yahoo.com New York NGPP hasLos soAngeles much to offer

the wallcovering industry and I want Timothy R. Peterson Claudia Everett Peterson Painting & to help to convey that message Brewster Home Fashions Paperhanging to the members and the industry.

67 Pacella Park Drive 446 Stafford Avenue Randolph, MA 02368 I have beenBristol, an active member CT 06010-4620 (781) 437-9295 since 1985.

I am a former (860) 582-5582 cev@brewp.com President of the Northern petersonpaintpapering@ California Chapter and At-Large hotmail.com am excited to take my passion to the national Connecticut Lisa Hartmann level.

Hartmann Wallcoverings Victor Pino I strongly support the NGPP and the 3506 Catalina Drive #B Dream Interiors members that it represents and would like#204 to Austin, TX 78741 2980 McFarlane Road (512) 663-5525 serve in a capacity that helps to Miami,itFLcontinue 33133 hartmann_wallcoverings@ 244-7407 beyahoo.com a useful and beneficial(305) professional/trade dreaminteriors@outlook.com organization.

At-Large South Florida

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July/August 2014 - Page 6

Alise Heemstra Greg Director Tefankjian| Alternate Region Wallpaper Direct Greg Tefankjian Custom Heidi Wright Mead, C.P.Installation P.O. Box 1258 Wallpaper Maynardville, TN 37807 279 Lawndale Ave. for I have been an installer (865) 992-0068 King of Prussa, PA 19406 and joined the Guild alise.heemstra@ many years (610) 608-3844 wallpaperdirect.comin 2007. It was gtfnk@comcast.net such a relief At-Large to find this At-Large group of artisans

after working years on my William Hock Langfor Triggs own.

I A. am a Professional huge fan of the Wall Guild Creationsfor by the Lang William Hock 719 Joel Drive it offers to Paperhanging and technical camaraderie support Tyler, TX 75703 P.O. Box 882 allDoylestown, its members.

I’m not new governance and (903)to 571-8288 PA 18901 leadership as I was a Chapter President for two lang.triggs@yahoo.com (215) 348-0711 billhock3@verizon.net years.

I attended my first At-Large convention last year inPhiladelphia New Orleans. Amazing!Kevin I studied M. Weis hard before I went and passed my Certified Paperhanger All Island Painting & Brian Hunter Paperhanging, Hunter Wall Coverings exam while I was there. Also, I won Inc. a 2nd place 6 Maple Avenue 17604 Boy Scout Road Residential WWWW for a Farmingdale, job I did that year with NY 11735 Odessa, FL 33556 a (813) team of Guild members.

I am so proud to (516) 433-5701 760-6651 kweis518@optonline.net becagreav@aol.com a part of this organization and want to keep New York Bay Area participating in it and help facilitate its future. n September/October 2013 - Page 9

Can You Grow in Manhattan?

By NGPP Certification Committee Chair Alan Rada, C.P., Decorada Wallpaper Installation, Brooklyn, New York

While it is true that a Tree Grows in Brooklyn, the question is whether a chapter can grow in Manhattan?

With Manhattan being the epicenter of wallpaper installation activity, it would seem natural for a large thriving chapter to exist from and center. With this in mind, let’s toss about the idea of starting a Manhattan Chapter. The Manhattan chapter could meet at the AIA building at 536 LaGuardia Place near NYU.

CHAPTERS Atlanta Baltimore Bay Area Berkshire Boston Central Pennsylvania Chicago Coachella Valley Columbus Connecticut Delaware County Greater Cincinnati Los Angeles Miami Valley Milwaukee New Jersey New Orleans New York Northeast Ohio Northern California Northern New Jersey Northwest Philadelphia Pittsburgh Rocky Mountain Chapter San Diego South Florida Twin Cities Metro Upstate New York Washington DC Westchester County Western Carolina

There are a number of members from different chapters and other at-large members who work regularly in Manhattan. Beyond that, there are quite a number of unaffiliated paperhangers who work in Manhattan and might welcome the opportunity to join the Guild. Manhattan is the home of the ICFF show, Architectural Digest show, the D & D building and a large number of design houses and architectural firms. I believe that it is time for professional paper hangers to meet regularly with like-minded business professionals to build their business, network with professionals who refer work and make their professional contribution to the conversation of why use a professional to install wallpaper.

After researching this proposition further, I have found that the cost of the conference room at the AIA building is $250 per meeting.

The need for the meeting there is to solidify a relationship with architect members of AIA who specify wallpaper and therefore provide us with excellent work. Other regular guests could include designers and property managers. The estimated cost for membership in the Manhattan Chapter would be $375 per year. This would be necessary to help defray the cost of the AIA meeting room, include a light dinner such as pizza and would also cover the national dues of $200. The total cost per meeting would be about $350 to $400 and the annual dues of $375 should help to cover this as well. Thinking ahead, after the chapter has a solid regular attendance of 12 to 15 members, we would look to corporate sponsors to help defray the cost of meetings. Sponsorship of future meetings would bring in necessary revenue and keep the chapter afloat. Would membership in a Manhattan Chapter be part of your future?

Contact Alan Rada, C.P, (971-755-3915) and share your thoughts or get more information. n July/August 2014 - Page 7

Waxed Paper – It’s Not Just for Kitchens Anymore

By NGPP Member Gerri Beauvais, C.P., Gerri Beauvais Custom Wallcovering Installations, San Francisco, California

Several years ago I received a call to install two Zuber murals, Niagara Falls and Boston Harbor, in a beautiful old home here in California.

They were going in a round foyer and curved staircase, both above the wainscot. I had done quite a bit of high-end work and table trimming by this time, but these were to be my first Zubers and I was excited but more than a little nervous to be hired for this project.

Zuber scenic murals are block printed by hand using the original 150-year-old blocks.

They have a signature clear blue sky and are printed with tempera paint. On these murals, the paint is pretty thick, especially at the lower portion where there are many colors. The paint in the upper, blue sky portion isn’t nearly as heavy. This difference in thickness causes quite a bit of differential in the expansion rates of the upper and lower portions. The blue sky expands much more fully and quickly than the lower portions do. As a result, if you dry trim the selvage before pasting, you wind up with beautiful, straight, parallel dry edges that when pasted blossom into sheets that are larger at the top than at the bottom, the accumulation of which, over the course of a wall, can cause seams to wind up tilted by the time you get to the end of the wall.

The other lovely attribute of tempera, aside from its beautiful colors, is that you can’t get it wet at all. No washing, no wiping, no dabbing.

Even perspiring fingers will leave prints that don’t dry out. I was told to keep a bowl of baby powder nearby and use it often, which was good advice.

So it’s vital to keep the paste as dry as possible and totally off the front of the paper. If a little paste does get on the front, let dry, then carefully July/August 2014 - Page 8

scrape it off with a razor. The tempera paint is somewhat thick, so with a light touch it can sometimes be removed without going all the way through the paint. Practice first with a scrap.

I know some folks like to paste the material, book it and then table trim, but I wasn’t able to make this work well. I’m never able to keep the blade exactly vertical so I wind up with one side undercut and the other overcut, making good seams impossible. I use Roman’s 880 paste, which worked really well, but because of the thickness of the material and the tempera, when the sheets are booked the colors crack, even though they’re damp from the moisture of the paste.

I think cracks in the lower, patterned portion could probably be touched up, but the blue sky is so perfect and flawless that I had no expectation that I’d be able to touch it up if it cracked.

So my thought was that I needed to be able to wait to trim until after pasting, in order for the paper to fully wet. The question was how to do it without booking.

The solution? Roll on the 880, let it sit for a few minutes, then re-paste without adding any additional paste to the roller. Then smooth it out and remove any excess paste.

Now cover the back with full-length strips of kitchen waxed paper, lapping the strips over each other by an inch or two, and being sure that it overhangs the top, bottom, and sides by a couple of inches, too. The waxed paper protects other surface from coming in contact with the paste and has the added benefit of absorbing some of the moisture from the paste, which plastic and polyester films do not do. That means that when you peel the waxed paper off for installation, the paste underneath becomes like

the back of a self-stick label: very tacky without a lot of paste gooping (very fancy technical term) all over.

Next carefully lift the sheet and turn it face up.

Do not book it! Just lay it out flat. Then table trim the edges. Because you’re not booking first, you don’t have to worry about keeping your blade perfectly vertical. I use a slight undercut, tilting my blade so that the upper edge that I’m holding is tilted toward me and the cutting edge is tilted away. This cuts the backing of the material a little shy of the front so that when it’s seamed, the fronts of the sheets will make great contact with each other without any white edges showing through.

If you start with the right-hand selvage the pattern will be to your left and the sky to your right as you stand at the table. (Lefties might need to reverse this). Trim the first 5’ or so as usual, using the trim marks or pattern or however you would normally trim. However as you move up the sheet, only use the previously trimmed edge as a guide for your straightedge, not the edge of the paper. Because the sky has no pattern you’ll be losing the extra, more fully expanded width there, but not any of the pattern.

Now trim the left side, measuring from the right side as a guide, not the left edge of the paper, so that the two sides will wind up parallel.

By this time the strip should be ready to hang.

Only paste and hang one drop at a time. Don’t let it sit pasted for too long. It will overexpand and the waxed paper can eventually start to decompose. Turn it back over and peel down the top 6 -12” of both strips of waxed paper, exposing the pasted back.

Take it to the wall and hang this first piece to your plumb line. Press the sticky top lightly to the wall just to hold it and reach behind to begin peeling the waxed paper down the back, placing the edge of your strip on your plumb line as you go. Pull the waxed paper all the way down and off, then discard. If you need to move it, pick it up and move it. Do not stretch it or it will shrink back when dry. Place it gently. Smooth with a brush or plastic smoother (yes, plastic works fine) and trim top and bottom, being careful to shield the surface of the mural with your broad knife when you wash the crown and base, to avoid staining.

Hang subsequent drops the same way, with a couple of slight exceptions. When hanging the second strip next to the first, place it about ½” from the edge of the first strip to prevent it from being out of control and hitting the first strip.

Set your top lightly to just hold it up. Then reach behind and peel the waxed paper down and to the side, AWAY from the previous piece, so as not to hit it with the waxed paper. Remove all strips of waxed paper.

Now you have a pasted strip sitting ½” away from where it should be. Pick up the top corner of the paper on the opposite side from the seam.

If you’re hanging left to right, pick up the paper by the top right-hand corner and carefully pull it away from the wall toward you. Move it over to the left a couple of inches and press back on the wall, creating a buckle in the middle of the paper.

Now you have lots of room to move it without stretching.

Carefully slide the left side of the paper into position by pushing it from the center, not by pulling from the edge, and butt it up to the previous strip. At this point it will be nice and tacky and sticky and should just slide on over nice and tight, with a beautiful invisible seam and no extra paste escaping out the sides. If you do have any extra paste, either too much was applied to begin with or possibly the roller wasn’t dry enough when you double pasted. By the time you peel down the waxed paper, it should be pretty dry.

Continue sliding all the way down until the entire seam is in place. Set with your fingers, it won’t take much. I also use a beveled wooden seam roller, but you have to be careful not to burnish the seams and be sure to wipe and dry it constantly so as not to transfer paste. It can be dangerous, but that’s a conversation for another day.

Once the seam is set, lift the right corner again to release the buckle, being careful not to pull on it. Brush or smooth the rest of the strip in place and continue on. You won’t believe how beautifully this works. The results are really stunning, with invisible seams and not a crack in sight. Practice this with some of the extra sky material. When you have the paste right it grabs the wall. You just have to tell it where to go! n July/August 2014 - Page 9

Customer Service

The Industry Welcomes Proposed Changes

By NGPP West Region Director, Jeff Smith, Creative Paperhanging, Medford, Oregon

By NGPP National Associate Representative Greg Laux, MDC Wallcovering, Elk Grove, Illinois

Last night I received a call from a woman whose mother had me install wallpaper in a bathroom in 1993. Did she call because of the superior workmanship? Doubtful as I had only been in business for a few months. Perhaps it was my masterful use of social media? Definitely not.

It must have been my overall marketing and advertising in southern Oregon. No, this client lived 300 miles away in a region I moved from in 1999. Then what was the reason for her call?

Customer service was the answer.

The mother had kept my invoice these 21 years because if she ever wanted to use wallpaper again, I was the only one she would call. In some way, I made a loyal customer for life even though my skills were at the level of a novice.

At the very root of our profession, we are a service-oriented business. That means we earn our income serving others as craftsmen and women, which is a very honorable profession.

Maybe another way to view our customers would be as ‘those we serve’. Looking at it this way, we want what’s best for them. I approach customer service as though I’m looking out for their best interests.

For the most part, we do not sell a commodity.

We sell our skills, expertise and time. When a client accepts our proposal that is when customer service begins. At this point, I communicate promptly via phone or email with scheduling info.

To exhibit that I respect the client’s time, I work together with the client to find the best day for the project to begin. As the start date approaches, my best advice would be to confirm everything is ready to move forward. This demonstrates the customer is of value to you and your business.

On the first day of the project, be punctual and take a moment to put the client at ease by listening to any last minute instructions or comments. Take note of any areas of concern and act. Cover and protect their possessions for two good reasons; it shows you care and an ounce of prevention is worth a pound of cure. Setup your equipment in a safe, self-contained environment and be tidy. You must actually work to demonstrate to the client they will receive a great value for their July/August 2014 - Page 10

investment. Obviously you must perform quality work…a loyal customer deserves nothing less.

This is not an exhaustive or complete list and should be considered a general guideline. Each situation is unique and you as a professional know your customer base. If you conduct yourself as a professional in all you do, you never give your customer a reason to doubt you. This last statement is crucial, so I’ll repeat it…NEVER GIVE YOUR CUSTOMER A REASON TO DOUBT YOU. Think about when you are paying for an auto repair, a fine dinner or a latte. Great customer service stands out and you are glad to do business with the proprietor, perhaps even paying a little more. On the flip side, when you’re made to feel like an inconvenience or you’re invisible, most of us would never spend another dime there.

I don’t.

Overall, you want to deliver more to those you serve than you promised. If you come up short here, there will be additional problems to deal with, in other words, under promise and over deliver.

Exceed their expectations, and you’ll always have work and satisfied customers!

At the end of the project, if you have focused on the client and made the entire experience a positive one, they will be delighted to pay your fees…perhaps even a little extra. To seal the transaction, always show gratitude. n

INSTALLER Volume 40, Issue 4 • July/August 2014 The

The Wallcovering Installer is published bi-monthly by the National Guild of Professional Paperhangers, Inc. The subscription is included with membership, but is available for $36 annually to non-members.

Contact the National Guild of Professional Paperhangers: 136 South Keowee Street Dayton, Ohio 45402 (800) 254-NGPP Fax (937) 222-5794 ngpp@ngpp.org • www.ngpp.org EXECUTIVE VICE PRESIDENT Kimberly A. Fantaci THE INSTALLER EDITOR Lauretta Jenkins

OFFICERS President - Cyndi Green, C.P. Vice President - Vincent LaRusso, C.P. Treasurer - Carl Bergman, C.P. Secretary - Bob Banker Past President - Elsie Kapteina, C.P. NATIONAL ASSOCIATE CO-CHAIR Jerry Russo, Roman Decorating Products Greg Laux, MDC Wallcoverings REGION DIRECTORS Central - Steven Neal Kaye, C.P. West - Jeff Smith Northeast- Jack Egan Mid-Atlantic - Michelle Corl South - Pam McCartney

As the wallcovering business remains stable at the 70’s and now mean that this renovation is not only core, there are many changes which are actively due, it is viewed as being smart. floating around the edges of that core. We are As I speak with the many manufacturers, we all seeing new products made with new components, look forward to what the WIA can bring to the party new backings, new inks, new textural products. for increased educational efforts which will assure Amid all that swirling activity, it is important for homeowners, business owners and designers NGPP members to hear that the industry, in many of the skills which are necessary. We all want to places and with many voices, welcomes the support those educational moments, especially as changes which are afoot for the NGPP/WIA. they relate to that hard topic to master: installation.

Outside of the ear of most installers, the industry So, be proud of these changes and look has long looked at this organization as a collection forward into a future which has online education, of smart, experimental professionals who dare to established standards for accredited installation do things which were never even thought of by the techniques, broader industry support and… if all production personnel at the point of manufacturing that comes together… better income and workdays for most goods. That importance means that the which just might be a bit more pleasing. n industry (both the manufacturers of the WA and beyond, that, even some NATIONAL ASSOCIATE MEMBERS boutique manufacturers with whom I Advance Equipment Manufacturing Omni Wallcovering have interacted) is completely supportive Company Pacific Laser Systems (PLS) of this large renovation which this Bradbury & Bradbury Art Phillip Jeffries Ltd. organization is now undertaking.

Wallpapers, Inc. Presto Tape In regards to the name in particular, Brewster Home Fashions I think it accurate to say that the Purdy Corporation Cavalier Wall Liner “paperhanger” term has long been Roman Decorating Products Concertex thought as being out of date and Roos International, Ltd. Custom Laminations, Inc./The CLI Wallcovering misleading. And “guild” was once Group perfectly accurate, but perhaps no Roysons Designtex Group (The) longer. That term has been diluted by Rust-Oleum Corporation, Zinsser Fabricmate Systems on line gaming influence as well as a Brands Fidelity Wallcovering, Inc. lack of general awareness. Oh, and Schooner Prints the “national” part…well welcome to Gardner-Gibson, Inc. Sean O’Connell Painting Corp. what everyone around the business is Hewlett-Packard (HP Wall Art) Sherwin-Williams Company seeing: it is an increasingly coordinated Jacaranda, Inc. Steve’s Blinds & Wallpaper, LLC. planet where goods may source on Jack Loconsolo & Company, Inc. Tajima Tool Corporation one continent and get installed on Jacobsen & Balla Textile Wallcoverings International, 3 or 4 additional continents. We are LTD (TWIL) KC Sales Group all continually more international in The Williamson Free School of Koessel Studios scope because we are all sharing Mechanical Trades Koroseal Interior Products more common concerns and products.

Thibaut Wallcovering Len-Tex Wallcoverings This scope is a great match for this Vahallan Papers Lincrusta organization.

Wallauer’s LSI Wallcovering These changes are a strong step to Wallpaper Direct Maya Romanoff Corporation bring this organization forward from the Weitzner early ideas of the founders four decades MDC Wallcoverings Wolf-Gordon, Inc. ago. So many things about your life have Metro Wallcoverings changed since then. Those technological York Wallcoverings, Inc. Naturetex and educational differences between the July/August 2014 - Page 11

Welcome New Members New and Rejoined Members Brad Barker Paper Productions, Inc. 2121 N. Frontage Rd. W-178 Vail, CO 81657 (719) 543-1112 paperproductions@comcast.net Rocky Mountain Chapter Sandra Catlett RTA, Inc. 4410 Walnut Hill Lane Dallas, TX 75229 (214) 351-4870 sandra@rtadallas.com At-Large David Cook American Red Door Decorating 12N220 Westview Street Elgin, IL 60124 (847) 553-1726 d.cook@americanreddoor.com Chicago Jim Cooper 2004 Tattler Drive Cedar Park, TX 78613 (512) 577-8803 jwc1605@aol.com At-Large Michelle Draveski Wallcovering Installation by Michelle PO Box 1812 Cypress, TX 77410-1812 (281) 444-7703 paperhnger@aol.com At-Large Jamie Heinold Heinold Home Improvement, LLC P.O. Box 28 Pompton Plains, NJ 07444 (973) 835-7763 heinoldhomes@optimum.net At-Large Robert Hendel Biltmore Paperhangers 7360 East Lincoln Drive Scottsdale, AZ 85250 (602) 625-1080 robert@biltmorepaperhangers. com At-Large

July/August 2014 - Page 12

Kim Howard Hang Tight Wallcovering & Painting 241 Kelsey Place Castlerock, CO 80104 (206) 850-2883 cadencekayhoward@gmail.com Rocky Mountain Chapter Michael King Michael King - Paperhanger 13135 85th Road N West Palm Beach, FL 33412 (561) 929-6228 mcking2k5@aol.com South Florida Paul Landrum Hewlett-Packard (HP Wall Art) 16399 West Bernardo Dr San Diego, CA 92127 (858) 655-5183 paul.landrum@hp.com At-Large Troy Maher Troy H. Maher Wallcovering 512 Teton Court Petaluma, CA 94954 (707) 769-0148 troyhmaher@yahoo.com Northern California Darrell Rushing Just Hanging Wallpaper, Inc. 1227 Caldwell Williams Road Charlotte, NC 28216 (704) 399-2266 lisa@justhangingwallpaper.com At-Large Paul Santacroce 403 Fourth Avenue Pelham, NY 10803 (914) 715-9077 paulsantacroce123@gmail.com Westchester County Jeffrey M. Strumeyer J. Marc Wallcovering Installation 263 Dennis Street Oceanside, NY 11572 (516) 766-8744 jmarcwall@aol.com New York

NGPP Education is on the Move

By NGPP Education Committee Chair Jack Egan, Egan Painting Company, Cheshire, Connecticut

This committee is proud to present some very exciting and interesting classes associated with this year’s Convention in Louisville, Kentucky.

Members can check the NGPP website www.ngpp.org, for the latest information on the classes.

Pre-convention we will offer “Lincrusta, Phase I Training”; and “Digital Installations, Pasted and Self Stick.” We have excellent instructors with experience and product knowledge. During the actual Convention a “Basic Residential Installation” class will be offered FREE – in three 1-hour sessions.

Post-convention will see us offering “Lincrusta, Phase II Training,” on Sunday.

Some important changes will be taking place with this year’s classes.

We’ve been working hard to present informational online sessions. Our hope is that these will be ready for all of our convention classes. This will allow us to spend valuable time during convention classes concentrating on the very important hands-on parts.

Also, we are working on presenting an icon or badge to those attending members, showing them as “trained installers” on our website in the “Find a Paperhanger” section. This will help market our experienced, highly talented, installers to consumers and industry related companies by showing our continuing educational efforts.

I would encourage anyone interested to sign up and register TODAY! Class sizes are limited to 24. n