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April/May 2013 Volume 37 #4
Table of Contents Features 12 Lint = $s P.12
14 Tips for “Venting” at Home 16 How the Legends of Luck Got Started 18 An Airline CEO Teaches me a New Idea 24 Hello
P.16
Departments 3 Moving Forward 6 Editor’s Letter 8 Industry Watch 10 The Coach’s Corner 23 Progressive Perks
P.24 Sweeping: The Journal of Chimney and Venting Technology (ISSN# 10416692) is published 11 times annually, by the National Chimney Sweep Guild, 2155 Commercial Drive, Plainfield, IN 46168. Annual dues to the National Chimney Sweep Guild are $459 for Voting Member Companies and $689 for Supplier Member Companies, of which $80 goes toward a subscription to Sweeping: The Journal of Chimney and Venting Technology. Additional annual subscriptions are available for $80 by contacting the National Chimney Sweep Guild at the office of publication (NCSG, 2155 Commercial Drive, Plainfield, IN 46168). POSTMASTER: Send address changes to: Sweeping: The Journal of Chimney and Venting Technology National Chimney Sweep Guild 2155 Commercial Drive Plainfield, IN 46168
23 Sweeps Advantage Coupon Program 26 New NCSG Members 28 Dates & Events 29 Perspective 31 Darwin Awards 31 Display Ad Index 32 Classifieds APRIL/MAY 13 SWEEPING 1
ResourcePage
NATIONAL CHIMNEY SWEEP GUILD
Committee Chairs and Task Forces for 2012-2013 Bylaws Diane Pilger (631) 863-2460 chimneygal@aol.com
Governance Randy Brooks (805) 646-8961 hearthhunter@aol.com
NFPA 211 Representative Randy Brooks (805) 646-8961 hearthhunter@aol.com
Convention Site Selection Diane Pilger (631) 863-2460 chimneygal@aol.com
Government Affairs Phil Mitchell (603) 659-7776 sootski@aol.com
NFPA 31 Representative John Pilger (631) 863-2460 chimneyman@aol.com
Discussion List Bo Tasso (815) 645-8103 bo@botasso.com
International Relations Steve Pietila (503) 644-0393 steve@american-chimney.com
NFPA 54 Representative Jim Brewer (757) 523-2400 jbrewer@magic-sweep.com
Ethics Mark Stoner (615) 459-2546 ashbusters@aol.com
Long Range Planning Diane Pilger (631) 863-2460 chimneygal@aol.com
Public Awareness Task Force Rob Lindemann (847) 918-7994 Rob@lindemannchimney.com
Finance Mark Maynard (920) 830-1920 mark@chimneyguy.com
Membership Bob Ferrari (530) 221-3331 bob@flueseason.com
To contact any member of the Technical Advisory Council, please call (317) 203-0088 and select the extension for the person who is best qualified to answer your question:
Jim Brewer Gas Venting and NFPA 54 317-203-0088 x: 3 John Pilger Oil Flue Sizing, Relining or NFPA 31 317-203-0088 x: 4
Fred Joy Installation and Venting of Pellet Stoves 317-203-0088 x: 7 Jay Walker Dryer Vents 317-203-0088 x: 8 Rett Rasmussen Vented and Vent Free Gas Logs and Controls 317-203-0088 x: 9
Randy Brooks IRC, NFPA 211 or Customer Communications 317-203-0088 x: 5 Bart Ogden Stainless Steel Lining, Video Scanning and Narrative Report Writing 317-203-0088 x: 6
Rich Martinez Dryer Vents or Masonry 317-203-0088 x: * Rich Rua General Sweeping or Relining 317-203-0088 x: 0
Be advised that advice given by NCSG’s Technical Advisory Council (TAC) reflects best practices of the chimney sweeping industry. However, we are unable to account for any particular type of situation since regional variations in construction practices and additional environmental, physical and geographical factors necessarily vary the level of service appropriate for a particular fireplace and/or chimney. Additionally, local laws and ordinances may govern and/or supersede the information and any recommendations provided. Final determinations are the responsibility of a local professional with first-hand knowledge of the situation, and the local Authority Having Jurisdiction (AHJ). Neither NCSG nor any member of TAC will be held liable for any damages whatsoever resulting from the use of or reliance on information provided by anyone associated with TAC. By your use of this member benefit you acknowledge acceptance of these terms.
ADVERTISING RATES for Sweeping: The Journal of Chimney & Venting Technology may be obtained by contacting Malisa Minetree at (317) 815-4688 or sweepingads@me.com Design by Laura Houser Design • laurahouser.com • (317) 213-7497 NCSG encourages industry partners to submit press release and articles to Melissa Heeke, Sweeping Editor at mheeke@ncsg.org. Submissions should contain items of interest or importance to the chimney and venting industry. Submissions should not contain direct solicitations, prices, or a call to action on the part of our readers. Submissions may contain images or artwork attached in a .jpg format. In all cases, NCSG reserves the right to edit submissions to fit space limitations, keep the release and publish at a later date, or refuse to publish the release for any reason. Neither publishing, nor refusing to publish the submission should be considered a statement of NCSG’s opinion regarding the release. NCSG further reserves the right to reject at any time any advertising determined not to be in keeping with the publications’ 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. © 2013 National Chimney Sweep Guild, 2155 Commercial Drive, Plainfield, IN 46168 (317) 837-1500
2 SWEEPING APRIL/MAY 13
President, Region 3 Jay Walker (850) 562-4692 • president@ncsg.org Vice President At-Large Diane Pilger (631) 863-2460 • chimneygal@aol.com Treasurer, Region 5 Mark Maynard (920) 830-1920 • mark@chimneyguy.com Secretary Jeremy Biswell (913) 236-7141 • fluesbrothers@yahoo.com Region 1 Phil Mitchell (603) 659-7776 • sootski@aol.com
TECHNICAL ADVISORY COUNCIL
Chris Prior Masonry Construction and Restoration and Priorfire Fireboxes 317-203-0088 x: 2
NCSG BOARD OF DIRECTORS 2011-2012
Region 2 Bob Fleer (410) 544-7600 • bobfleer@aol.com Region 4 Ken Hoelscher (937) 833-0505 • ken@abbeyroadchimneysweeps.com Region 6 Bob Ferrari (530) 941-5818 • bob@flueseason.com At-Large Directors Dennis Dobbs (256) 845-9814 • info@fireplaceservicecenter.com Fred Joy (785) 986-6432 • joyfredm@live.com Supplier Representative Edmund Poplawski (570) 504-7107 • epoplawski@olympiachimney.com
STAFF 2155 Commercial Drive Plainfield, IN 46168 (317) 837-1500 Fax: (317) 837-5365 Mark McSweeney, CAE Executive Director mmcsweeney@ncsg.org
Megan McMahon Office Manager mmcmahon@ncsg.org
Melissa Heeke, CAE Director of Communications & Marketing mheeke@ncsg.org
Debbie Cornelius Membership Development Coordinator dcornelius@ncsg.org
Ashley Eldridge, COI, CPP Director of Education ashley@ncsg.org
Donna Lee Kasmer CSIA Certification Coordinator dkasmer@csia.org
Candice Bradbury Director of Finance cbradbury@ncsg.org
Sharon Anderson Program Coordinator sanderson@ncsg.org
Moving Forward
JAY WALKER NCSG PRESIDENT
W
hat will you be doing in 10 years? In 5 years? Or how about this time next year? Do you know? The longer and older we get, the wiser and better we get at narrowing our plans, but we really never ever really know exactly where will be. Things can change in our lives. I write this message one month before the NCSG Innovation 2013 convention in Branson knowing that you won’t receive this until we have safely returned to our shops. My hope is that you are going over your notes, setting new goals and planning implementations of new items into your business from things you took away from the NCSG Convention.
Sometimes, the wheel moves slower than you like and you have to pass the baton over to the next team to take it to the finish line. I ask myself, “How many times do we quit something just before we have the opportunity to experience the blessing of
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I look back at when I decided to arrive early to convention one year to visit my first NCSG board meeting. Then I did the same thing the next year and then again the next. Then when I heard about the CSIA town hall meetings concerning the introduction of the annual certification fees, I decided to buy a plane ticket on my own dime and fly out to Indy. I got a hotel room and attended the meetings to learn about the details first hand and to find out what these chimney sweeps/business owners had planned for our organization. It wasn’t long until I began to see all the dedication and love board members had for the industry, and the care and passion that took place. Individuals with many different personalities and traits came together from different parts of the nation with different opinions to share common principles.
Randy Brooks was the last President to serve as both the NCSG and CSIA President and I was the first sole NCSG President thereafter. I must admit, I have a great respect for those before me who served as the presidents of both non-profit at the same time.
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the fruition?” I suspect it’s more than we realize. I know each board member during his or her term is reminded of this – but each of us must be reminded that we are volunteering for a larger purpose. To persevere is to do good for the industry and our members. As President, I listened to the board and tried my best to give everyone time to be heard and time to express their views. I also spoke my mind and had my own opinions, but when they did not coincide with the majority, I bit my tongue and abided by the decision of the group. I would like to thank everyone on my Board of Directors, the staff, friends, volunteers and my beautiful fiancée, Candy, for making the last couple years in my office as President possible. There is no way possible anyone could do this alone. Of course, I also want to personally thank my three favorites: “The Father, The Son (Jesus Christ) and The holy Spirit”. Sweeps Luck to you and your family and God Bless, Jay Walker NCSG President
4 SWEEPING APRIL/MAY 13
Editor’s Letter
MELISSA HEEKE, CAE NCSG DIRECTOR OF COMMUNICATIONS
I
t’s Springtime and change is in the air! I’ve mentioned before that NCSG’s annual convention kicks off the start of a new governance year for the Guild. New committee chairs, new direction and every few years, a new president. This year, we take a moment to thank Jay Walker for his service as NCSG President. With our next issue, we’ll welcome a new organizational president. This issue also marks the last column in these pages from NCSG and CSIA Executive Director Mark McSweeney. Mark has served as the Executive Director of the organizations for over ten years and has seen the organization and the staff through a lot of changes himself. Both Jay and Mark will be missed, but they can rest easy knowing that they are each leaving a legacy of excellence.
What legacy will you leave when your business, your career or your life makes the next turn? Remembering that your actions and words impact your community, your employees and your family whether you intend for them to or not can make a big difference in the way that you go on each day. It’s always good to remember that people will forget what you said and did, but they’ll remember how you made them feel. It’s true in business, in parenting and in life. Enjoy this month’s combined April/May issue. We’ll be back to our usual schedule in June. All the best to you and yours for a safe and successful Spring!
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Industry Watch M&G DuraVent Sets U.S. Standard For Relining Factory-Built Chimneys With First Listing of its Kind Vacaville, CA – M&G DuraVent recently announced that it has the industry’s first UL listed factorybuilt chimney relining system for use in the US. To date, there has never been a UL approved product standard for such installations. All M&G DuraVent UL1777 listed relining systems combined with a patent-pending termination have been approved. Safely relining factory-built chimney systems has been a long term industry unknown. Many factory-built chimneys were designed and installed as a system with a solid fuel burning appliance, often a “zero-clearance” fireplace. This combined system was initially installed under its own UL safety standard, typically UL127. Installing a liner within an existing factorybuilt chimney (not covered by any safety standard) potentially creates a number of safety issues.
This can easily impair the safe operation of the existing chimney system. This mixing of systems and UL standards has been problematic, with a number of field failures. M&G DuraVent used their industry-leading test facilities and an innovative approach to systematically test these installations. M&G DuraVent has engineered a solution that exceeds UL’s stringent safety requirements and can thus bear the UL mark. This advancement will bring a new level of reliability to installations, and significantly improve safety.
HPBA Victorious in DOE Lawsuit On Friday, February 8th, the Hearth, Patio & Barbecue Association (HPBA) and the National Propane Gas Association (NPGA) scored a major victory for the vented gas hearth product industry. The U.S. Court of Appeals for the D.C. Circuit sided with HPBA and NPGA on a Petition for Review filed against two Final Rules issued by the Department of Energy (DOE). The court, finding that DOE exceeded its authority in regulating a new class of products without following required procedure, struck the definition of “vented hearth heater” from the DOE rulemakings. The decision effectively eliminates onerous regulatory requirements improperly imposed by the two DOE Final Rules affecting vented gas fireplaces, inserts, and gas log sets (75 Fed. Reg. 20112 and 76 Fed. Reg. 71836). The ruling culminates HPBA’s two-year battle with DOE and is a huge victory for an industry its size. If you have any questions, please contact Ryan Carroll at carroll@hpba.org.
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Industry Watch Policy NCSG encourages industry partners to submit press releases to Melissa Heeke, Sweeping: The Journal of Chimney & Venting Technology editor, via email at mheeke@ncsg.org. Submissions should contain items of interest or importance to the chimney and venting industry. Submissions should not contain direct solicitations, prices, or a call to action on the part of our readers. Submissions may contain images or artwork attached in a .jpg format. In all cases, NCSG reserves the right to edit submissions to fit space limitations, keep the release and publish at a later date, or refuse to publish the release for any reason. Neither publishing nor refusing to publish the submission should be considered a statement of NCSG’s opinion regarding the release.
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The
Coach’s Corner
BY JERRY ISENHOUR OF CHIMNEY & VENTING CONSULTANTS IN CONCORD, NC
“…But I Just Have a One Man Business.”
T
his is a statement I have heard many times over. Our industry is full of small business owners that are one person, or perhaps a husband and wife team. Or it may be an owner and either a full time or a part time secretary and/or a helper. The makeup will vary based on the business needs, the market served and owner’s dreams. Many will operate strictly on their own, answering their own phones, doing their own clerical work, as well as all of the day-to-day field work needed to keep the business running.
size of the company but whether the business is delivering to the owner the dreams they had the day they started their business. I see success stories of small one truck operations. I see success stories of multiple truck operations. I see success stories of all types. True success is where the business gives the owner what he or she truly wants. The thing is -- basic business principals for success don’t change whether the business is small or large.
I encounter business owners who have even downsized their businesses from a multi-truck operation back to a one man operation because this was where they were truly happy. This is a great decision for these people because it is the direction they are choosing for their own comfort and happiness. It’s hard to be successful in any business if you are too far out of your comfort zone and are not truly happy.
I recently went on a seminar tour around the country, and spoke to attendees who were owners of companies of all sizes. Some had in place, or were promoting from the ranks, general managers to run the business. Others had a son and/ or daughter attending to begin developing management skills to smooth the transition of management. Others were facing the tough task of formulation of their business exit plan. The overriding concern of each company was that they were facing numerous obstacles, and the business, as it was being run, was not helping them achieve their goals. Many were facing frustrations that were hindering the true pleasures that business ownership should deliver. They were either not living their perfect days, or, if the perfect days were there, there were simply not enough of them. Each person’s overriding desire is to have perfect days, days to enjoy life and time with their loved ones.
People choose to downsize for a variety of reasons. It may be related to the economy. It may involve not wanting to try to find employees that measure up to their standards. It may be they just want to keep things simple, deciding that their dreams will best be served with a company that has no one besides them. The reasons for the decision are unimportant. What is important is matching the business with the desires of the owner and what will bring happiness.
The truth is that no matter the size of the business, there are cold hard facts that must be faced. What is the biggest issue? Is the business producing the return the owner needs to deliver his or her dream? The answer to this so often comes down to the financial ratios of the business. Does the business truly deliver the ROI (return on the investment) that the owner wants? As difficult as it is to face, many don’t own a business; they really just own a job.
Everyone needs to set up their business model to meet their own dreams and goals. True success is not measured by the
There are great things and there are terrible things that can happen when one becomes their own boss. Business ownership
Let me be perfectly clear, there is nothing wrong with any business model you choose. I fervently believe the business is there to deliver to the business owner the dreams he had the day he opened the door. The business owner chooses the path; and he should remain true to his chosen path. Any choice of business model is perfect - IF it delivers the dream as designed by the owner.
10 SWEEPING APRIL/MAY 13
should never be a case of shackles holding one in its grasp. Enslavement is exactly the opposite of what one who enters the wonderful world of self-employment is looking for. We all get up in the morning and go to work for varied reasons. Having the satisfaction of knowing you are happy is really that matters. It is truly great to love the job one has, and even greater when the love of the job is such that one never actually works another day, because the job is that much fun. Real success is finding the road that will bring that fun and fulfillment of hopes, dreams and financial security all into the same picture frame. Another very hard reality in this world is that none of us gets younger; all of us age every minute of every day. It is inevitable the day will come when we start to slow down. As reality sets in, we realize we’re long past 35, or may even wish we were still 45. Heck, we may well be on the backside of 55 or 65. Hard to conceive that at 30, but as one ages and matures this is the reality we each face. No matter which business model we choose, in the face of this ultimate reality, we are likely trying to find a way to sustain our business, our family, and our lifestyle - maybe even without our direct involvement, perhaps as an investment. So no matter of the size of the company, the reality of life is still the same. We age and we have our physical and our financial needs. As we age and as we start to reach our golden years, hopefully we will have perfected our income stream to support
us in having continued perfect days. This requires structuring some basic principles of efficient business into the operation… And sticking to them. It may not be rocket science, but it is certainly business science. And if we fail at effective business operation, realizing our dreams may not be an option. I challenge you…No matter your business size, no matter the model, make sure it is one that delivers your dreams, and can support an endless stream of perfect days. My wish is that you have your own magic moment where you see the path that will deliver the dream and allow you to live that perfect day many times over. Until next time, my best for your success! About the Author: Jerry Isenhour is an industry consultant, educator and coach who authors a monthly article in Sweeping as a service to an industry that he truly loves. For more information about Jerry and how his team can assist you individually and your business in your quest for success along with your ascent to the next level, take a look at his web site www.chimneyandventingconsultants.com He can be contacted at jerry@chimneyandventingconsultants.com or by phone at (704) 425-0217. You can also obtain great business tips from his Facebook page Chimney & Venting Consultants.
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BY A. BART OGDEN, PRESIDENT HOME SAFE HEARTH & CHIMNEY, INC. WICHITA, KS
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ave you ever heard the phrase “Don’t put all your eggs in one basket”? Have you observed that, in general, the wood burning service market is gradually shrinking? Have you noticed the ramped-up efforts by the EPA and local/regional authorities to regulate wood burning appliances out of existence? All this spells trouble for the “traditional” chimney sweep and is a clear sign that today’s hearth service companies must always be on the lookout for ways to implement horizontal diversification. Horizontal diversification is defined as “adding products or services to expand revenues within an existing customer base”. Dryer duct servicing is a relatively inexpensive way for a hearth service company to add literally 10s of thousands of dollars to annual gross revenue. With a supplementary typical maximum investment of less than $5,000 per service truck/technician, including training and certification expenses, a company can easily add significant billable hours to their schedule. Most companies in our trade already have the majority of tools needed to do service work on dryer exhaust ducts as well. With a properly developed and implemented training program, a company can use training materials from the CSIA in the form of the CSIA Certified Dryer Exhaust Technician® CDET) program
12 SWEEPING APRIL/MAY 13
and quickly train their existing technicians to service dryer exhaust ducts. An existing customer base is literally a goldmine to launch this business. However, there is something very important that you should be aware of. In some areas of the country, my local jurisdiction included, you must have special licensing or dispensation from the local Authority Having Jurisdiction (AHJ) to do any repair, re-routing or replacement of dryer exhaust ducts – not only for commercial jobs, but even for residential applications. Since a clothes dryer is a mechanical appliance, its venting falls under the Mechanical Code of many municipalities. By being regulated under the Mechanical Code, there will likely be other local trades and trade organizations, potentially even local unions with varying strength and influence with local code enforcement, which you may need to deal with to gain permission or licensing for working with dryer exhaust ducts. Those trade organizations and unions may even have representatives on local code enforcement boards. As the economy continues to struggle many of those groups have made concerted efforts to make sure that only full-blown Mechanical or HVAC Contractors are allowed to work on dryer ducts. In other areas, there may be little or no attention that has been focused toward “locking out” other trades from this work.
If you do not have an existing relationship with your local Code Enforcement Agency or Agencies, I would strongly suggest you consider developing one. Over the past several years, I’ve learned that having an open line of communication with my local AHJ has been a very positive experience and has allowed us to establish ourselves as resident experts regarding chimneys, fireplaces, vents, existing and emerging chimney repair methods, and now – dryer exhaust duct servicing and repair. Some time ago, I became aware that dryer exhaust ducts were indeed being scrutinized and that a mechanical permit was required for any repair or re-routing. After learning this, I approached the local head of the Mechanical Inspection Department of my AHJ and let him know that we wanted to make sure we were in total compliance with local regulations. Having already held a mechanical permit for hearth appliance installation and repair, I was aware that any un-permitted work discovered by an inspector carried with it an immediate cease and desist order and a mandatory minimum $100 fine. In some cases, those items are also accompanied by a required appearance in local court to determine any further sanctions or fines that might be imposed. At the time of our initial conversation, he held a strong opinion that ONLY a contractor with a full Mechanical License should be permitted to work on dryer exhaust ducts. The head of our Local Mechanical Inspection Department was absolutely unaware of any national certification such as the CSIA CDET program. After multiple conversations with him, and materials provided by myself and the CSIA, I was able to secure a meeting with the local mechanical board. At that meeting, I was able to present approximately 30 minutes of testimony on the value of the CSIA program, including its reason for development, its evolution from inception to current-day, its current program expansion, and the value and importance that the CDET certification program brings to the national and local markets. The result of that meeting was that my company has been granted a special sub-license group that allows us to work on both residential and commercial dryer vents in regards to repair, re-routing, and replacement. The annual requirements we have to meet are that each technician who is performing this work carries a current CSIA CDET certification badge on their person and that they have no more than two non-journeymen on any job under their supervision at any time. Additionally, a photocopy of their CSIA CDET badge is presented to the local AHJ at the beginning of each year to receive their sub-licensing card. Finally, as with any other trade licensing, we must provide the appropriate proof of insurance in the typical areas of liability, automobile and worker’s compensation. All-in-all, that’s a win-win for the local inspectors because they
know they’re dealing with someone that at least has proven a base knowledge just like any of the other trades - as well as they don’t have to administer any local tests or CEU programs. CSIA’s CDET takes care of that. For our company, we know that we’re in compliance with local requirements and not in jeopardy of being fined or getting into any kind of trouble with our local AHJ. We are required to pull a mechanical permit any time we do repair, re-routing, or replacement of dryer exhaust ducting (excluding a simple replacement of the connector). After completion, the job must be inspected by a mechanical inspector. This provides protection for the property owner in that they had a qualified, licensed contractor complete the work and they had the installation inspected and signed off on by an inspector. So, the point to take from this story is to do your due diligence on what is actually required prior to launching, or even continuing, your dryer exhaust servicing. If you are looking for a relatively simple way to add a significant increase to your gross revenue for the year with a fairly insignificant investment of capital, you may find that dryer exhaust servicing fits that need. After you have completed your research and run your numbers to see where your pricing needs to be to maintain your desired profit margin, then invested in time, training and equipment it’s likely that you’ll have discovered perhaps the biggest kept secret of this relatively untapped market. That secret is two-fold. The first part of the secret is that nearly every home has either an electric or a gas-fired clothes dryer. The second part of the secret is that those clothes dryers are used weekly, if not daily. This solves the decades-old issue of seasonality and the fears we all experience when our local area might experience an unseasonably warm fall and/or winter season. Many suppliers have developed new tools for servicing dryer exhaust ducts including brush systems that can be more easily fed through duct systems with less of a load on your equipment and the system you’re servicing. Industry suppliers have recently introduced new connectors that actually meet or exceed flame spread minimum requirements. The recent growth in this service area has also spurred new growth in diagnostic tools including camera systems and vane anemometers that are simpler than ever to use and provide you with the ability to more easily and efficiently diagnose issues with dryer exhaust systems. Dryer exhaust duct servicing has been an excellent fit for our company since the development and inception of the CSIA CDET program and continues to be a growing, profitable segment. As we come off of the winter of 2013, I encourage you to take a look at the potential this service might hold for you. I think once you run the numbers you’ll see that this market may someday actually rival or overtake other segments of your service menu.
APRIL/MAY 13 SWEEPING 13
BY VERITY SCHRAMM
Tips for “Venting” at Home: A Wife’s Perspective
A
lthough in theory, the word “family” is somewhere near the top of everyone’s priority list, small business owners know that theory sometimes fails to become reality. And in theory, you know you should ignore the phone when it rings for the fourth time during dinner with yet another emergency, sole-source-of-heat pellet stove diagnosis that will leave you with cold potatoes and just as frigid a look from your loved one. But in reality, you can’t. The small business owner has responsibilities. Years ago, when I was putting stamps on some reminder postcards with the picture of a dentist cleaning a chimney’s “teeth,” I realized that a chimney sweep is very much like someone in the medical profession; in demand, indispensable, and very likely without a substitute. In fact many sweep businesses out there are called “The Chimney Doctor.” Yet, as a young couple, my husband and I were not prepared for the necessary reality of the business sometimes taking precedence over our personal life. I say, necessary reality, because our business pays for our personal life. And the boss who pays my husband’s salary, is my husband. After many cold dinners and hot tempers where the combustible by-products of which threatened to burn a nice, little hole in the roof, we have developed some ground rules in our house to safely vent those fire-starters. Highly adaptable to your family, they focus on two areas that seem to be the most problematic: The telephone and working “after hours.”
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THE PHONE “I almost threw it out the car window when my husband and I were on a much needed date. It isn’t that it rang, it’s that he picked it up.” Have designated PHONE OFF time periods. I started to realize that the phone didn’t just ring, it called to him. So for us, the phone has to be OFF, not just a verbal agreement that he won’t pick it up. Setting the phone to vibrate doesn’t work, either. He might see who is calling and then be distracted wondering what the person wanted. Not only has this rule improved morale on my part, but it has benefited my husband greatly. He can actually enjoy a few hours not thinking about his work. It helps him relax. Have designated PHONE ON time periods. After you have a designated PHONE OFF time, the family has to understand that there must be a time to catch up on calls. For example, if the phone is off for a date night, upon coming home, before continuing the evening, the phone goes back on for 30 minutes to return calls and emails. These two rules can be adapted to almost any situation, from short evenings out, to longer daytrips and vacations. Keep that phone off for a few hours, and then steal away for 20 minutes a few times per day to keep your business running smoothly. We recently went on a trip to Disneyland, and it worked great. The phone came on briefly after every meal. An exception to this rule is when an important phone call is expected or if employees need to be able to contact their boss
at a moment’s notice. I find it helpful when this is mentioned before we start dinner, a date or Disneyland.
“AFTER HOURS” WORK Designate Office Days For years, my husband would get home at around 7:00 or 8:00 pm, eat dinner and then do office work. When children came along, that became very problematic. They missed him. I missed him. He missed us. Now, we try to block out Fridays on his calendar for office days at least 3 times a month. And it’s not easy. One of the hardest things to do is to say no to a paying client who wants to be booked sooner, when you are staring at that open space on your calendar. Dedicating a day or slot of time during normal business hours takes enormous guts, but it’s worth it. It has also helped grow our business tremendously, as there is now dedicated time to think about the big picture, not just day-to-day operations. I think this is by far the most difficult one of our suggestions to assimilate into a small business owner’s life, and yet one of the most critical. Other helpful hints on how to deal with “after hours.” 1. Establish an additional service charge for emergency calls or after business-hours work. 2. Watch the amount of time you speak about business “after hours.” 3. Limit the time you spend in your home office. Our family has gone to the extreme of having the internet only at our business office in town. If we really need to send an email while at home, we do it from a smart phone. This may not work for you, but you might try something like having designated home-office hours.
anything early on Saturday mornings, because he has to be home eating pancakes with us. And he knows it. And he likes it. He looks forward to it. Other ideas are Friday-night movie nights, Afternoon Tea (no joke, resurrecting tea-time from over-the-pond has been one of my husband’s and sons’ favorite simple traditions), A Drive with Pop, and my personal favorite, Mom’s Manicures ($5 at the local beauty school).
PROPER PERSPECTIVES What the business owner has to realize is that, unless single, your leisure time is not your own. Does your family deserve less dedication than your clients? What the family has to realize is that being self-employed inescapably blurs the line between business and personal life. And the family needs to respect that by acknowledging the responsibilities of owning a small business and figuring out how to help their resident business-owner succeed. While only one member of the family may be technically running the business, in reality the whole family is in it together. Being self-employed is not for the faint of heart! Brew some tea, put up your pinkies and eat your Wheaties! About the Author Verity Schramm co-owns a chimney sweep business in California and Colorado. She resides in California with her husband and two growing sons.
4. Start simple traditions for your free-time. Business owners may have a lot of trouble switching from being driven, motivated and productive – all required when you are self-employed - to just hanging out with the family. When our family started a few simple traditions, it helped the transition immensely. You don’t have to go anywhere and spend extra money. It is as simple as Saturday morning pancakes. The idea here is to put a spin on relaxing. For my husband, it allows the checklist side of him to check something off, while the other side can relax over a nice leisurely breakfast. Now instead of Saturday mornings looking like an empty spot on the calendar, he’s booked. He doesn’t schedule APRIL/MAY 13 SWEEPING 15
How the Legends of Luck Got Started Reprinted from Glowing Reports in the March 1985 issue of Sweeping magazine.
S
o the saying goes- a good reminder that safety’s a matter of care, not luck. But with St. Paddy’s Day come and gone (with all the leprechaun luck it brings to mind), and springtime magic in the air, let’s revel in a few of the tales that gave rise to the legends of “chimney sweeps luck”. There are many sources for the legends that surround chimney sweeps; most recently they were compiled and detailed in (and quoted here) Chimney Sweeps: Yesterday and Today, by James Cross Gibln. [Illustrations by Margo Tomes. Published by Thomas Y. Crowell Junior Books, New York; copyright 1982, all rights reserved.] The illustration is from the book, too, one of the charming drawings that helped make the book an American Book Awards Winner. And while the legends are fun, you might pick up the book for your own shelves… and a well-written look at what chimney sweeping past and present really is.
Top Hats & Tails: The Beginning “Sweeps first began to wear their traditional uniform of a top hat and black tailcoat in Europe in the 1500s. They often got these clothes secondhand from undertakers. Some say that sweeps chose such formal clothing in order to prove to people that chimney sweeping was a respectable, dignified profession. Others think it was because black clothes didn’t show the soot that usually covered the sweeps.
May Day: Sweeps’ Day In England in the 1700s, sweeps marched every year in a May Day procession. The leader of the procession was a man
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dressed as Jackin-the-Green, an ancient character who represented summer. From head to foot the man was encased in a wicker cage covered with green branches, leaves, and flowers. Behind Jackin-the-Green came the sooty-faced sweeps in their black clothes. They represent the dark, dreary days of winter that summer was replacing. “Sweeps became associated in many places with good luck. This is probably because climbing chimneys and roofs was dangerous work; yet most sweeps went about their duties cheerfully, and survived.
Weddings and Chimney Sweeps “It is still considered lucky for a bride to be kissed by a chimney sweep and for a groom to shake a sweep’s hand. An old French story tells how this superstition may have come about. “Early one New Year’s morning, a young sweep, dressed in the usual top hat and tails, climbed out on the steep roof of a house in Paris. Whistling, he dropped a rope down the chimney and was about to start cleaning it when suddenly he lost his
balance. He slipped off the roof head over heels and would have fallen to the street below if his tailcoat hadn’t caught on the drainpipe. “A young woman looked out the window of her room and screamed when she saw the handsome young sweep hanging there upside down. He smiled, doffed his hat, and asked her if she would kindly lend him a hand. “Thinking quickly, the woman reached out and pulled the sweep into the room. His tailcoat was torn, but the young woman said she could mend it. The grateful sweep kissed her as the crowd watching below applauded. “In the street the chimney sweep was received like a prince. Everyone wanted to shake the hand of such a lucky man. Later, according to the story, the sweep and the young woman were married. “The account of their love spread far and wide, and people began to believe that a sweep’s kiss and handshake would bring good luck to newly married couples. Even today, in England and other countries, sweeps often wait outside churches to kiss a bride’s cheek and shake the hand of the groom. Of course, they usually expect a cone or two for their blessing.
A Kingly Experience “A person who meets a sweep and bows to him three times is also supposed to have good luck. According to a story told in England, the first person who experienced this kind of ‘chimney sweeps’ luck’ was King George III, who ruled during the 1700s. “One afternoon the King was out riding in a London park when a rabbit ran across the bridle path and frightened his horse. The terrified animal began to buck and rear while the King’s companions watched in horror. A chimney sweep who was passing by dropped his brushes and bag of soot when he saw what was happening. He hurried over, grabbed the reins of the King’s horse, and managed to calm him down. “If the sweep hadn’t come to his rescue, the King might have been thrown from the horse and trampled to death. In gratitude, the King removed his hat and bowed three times to the dirty sweep. All of the King’s companions did the same, and soon people everywhere began to link bowing to a sweep with good luck.”
Present Day Safety The folks in the days when the legends began knew one thing that modern folk sometimes overlook – enjoy the tales, revel in the myths… but never forget that a chimney sweep’s job is safety. Dirty chimneys cause deaths. Keep yours clean. – NCSG
APRIL/MAY 13 SWEEPING 17
An Airline CEO Teaches Me a New Idea When we start something new, we come up with goals. We want to make a certain amount of money or grow a business or get a book published. But one day, my friend Bob challenged my understanding of goals. Bob started an airline. He told me that story at dinner like that was a normal thing people just do. He said that he’s a lawyer so he’s used to filling out paperwork and that’s all it takes to start an airline. So he filled out all the forms in Canada and then they reminded him that he needed a plane. “Oh, that’s right!” He said, “So we got a plane put together. It was a beaver, one of those planes that can land on water. We painted it Krispy Kreme colors because we figured they knew what they were doing. We hired a pilot and made him wear an official uniform with a thin black tie, shoulder straps, black hat. The whole works! We had one ticket counter girl and we started making flights up and down the inlets of British Columbia.”
BY JON ACUFF NCSG INNOVATION 2013 KEYNOTE SPEAKER
Apparently, starting an airline is one thing, growing it is a completely other thing, but Bob had a plan. “We decided that our mission was going to be bringing free fresh fruit and free newspapers every morning to every hunting lodge and logging cabin in the area. That was it. Two years later we had ten planes and ten pilots. We broke even. It didn’t make any money, but the goal wasn’t to make money. The goal was to be awesome. And it was!” The goal was to be awesome. What if that was enough in life? What if you didn’t have to have it all figured out? What if you didn’t have to know exactly what your dream was and how to achieve it? What if you didn’t have to be the perfect student, perfect boss, perfect parent or perfect anything? What if your goal was to be awesome and that was enough? How awesome would that be?
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CSIA Update Publication for CSIA Certified Chimney Sweep®s
Don’t let LCD TV stand for “Lost, Completely Destroyed TV” Is a new flat screen TV in your future? Maybe you’re planning to use that tax return check from Uncle Sam for the purchase, or you just want a freshen up the look of your living room for spring. It’s a common practice these days to hang a new flat screen above the fireplace. While extremely popular, there are some things to consider before your TV makes the move to above your hearth. Review your fireplace and chimney venting system. Some popular models of natural gas logs are designed to be vent free, and this means high levels of heat can be radiating out from the appliance. Heat and TVs don’t mix. Check your fireplace opening for discoloration. We’ve blogged before on the problems that discoloration around your fireplace opening can indicate. The bottom line is that discoloration means some potentially hazardous byproducts of combustion are entering your home, rising above your fireplace opening and putting them into direct contact with you and your TV. Consider industry safety standards when hiding cables. National building codes recommend a minimum of two inches clearance between combustible electrical wires and a fireplace or chimney appliance. It’s important that you carefully review mounting instructions when hanging your flat screen to reduce risk as much as possible. If you have professional installers doing the work, make sure you understand their plans
www.CSIA.org
for the cable and electrical wires connected to the set. If you have concerns about the potential risks associated with hanging your TV over your fireplace, you also could consult with your local CSIA Certified Chimney Sweep, who you can find here: www.csia.org/search.
Home inspections help with what’s up with your chimney? BY BILL JACQUES Buying a home is one of the largest investments that a person will make in life. It can be daunting. Am I paying the right price? Have I checked everything on the property? Are there any major safety issues? A home inspection is a visual inspection of readily-accessible areas of a house, from the chimney to the foundation. Many current and potential homeowners rely on home inspections to identify challenges or avoid unexpected costly repairs. As the oldest and most recognized nonprofit association of home inspectors, the American Society of Home Inspectors sets the gold standard for excellence in the industry. An ASHI-certified home inspector will look closely at the conditions of a home’s chimney, and he or she isn’t just looking for evidence of Santa Claus! A home inspector will evaluate the firebox, damper and hearth, including a visible inspection of the readily accessible areas of the chimney flue.
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Cracks in brickwork or a dirty flue can often warrant a home inspector to recommend additional inspection or repair work by a more technical specialist, the CSIA Certified Chimney Sweep. If an inspector suspects a crack in the chimney or chimney crown may be letting in rain and moisture, a chimney inspection by a CSIA Certified Chimney Sweep would provide an added layer of security with a specialized inspection of the chimney and venting system, potentially even including the use of a specialized camera to determine if a problem is present. Earlier this month, CSIA shared that most home-heating-related fires involve chimneys, echoing the importance of inspecting chimneys. When you consider what you’ve put into your home – loved ones, keepsakes, valuables – don’t forget to consider what’s going up the chimney. To learn more about ASHI or to find a certified home inspector in your area, please visit www.ashi.org. To find a CSIA Certified Chimney Sweep, please visit www.csia.org. Guest Blogger Bill Jacques is the 2013 National President of the American Society of Home Inspectors, North America’s oldest and most respected professional society of home inspectors that works to build customer awareness of the importance of a quality home inspection. Editor’s Note: The National Fire Protection Association and the Chimney Safety Institute of America recommend an NFPA 211 Level 2 inspection upon the sale or transfer of a property.
CSIA 2013 Education Calendar As of 2/11/13 - Schedule subject to change. Please contact the Chimney Safety Institute of America prior to making travel arrangements.
CSIA Certified Chimney Sweep® Review & Exam January 25, 2013 | Jamison Masonry Restoration - Oreland, PA February 8, 2013 | CSIA Technology Center March 15, 2013 | Orlando, FL April 3, 2013 | Branson, MO April 26 , 2013 | NEACHP - Manchester, NH May 3, 2013 | Scranton, PA
Chimney Physics June 6-7 | MCSC - Taunton, MA June 9-10 | VACHP - Fredricksburg,VA Diagnosis and resolution of chimney performance problems, solving air pressure problems, identifying the symptoms of indoor air pollutants, determining combustion air requirements for vented appliances in a twoday in-person format. CSIA CEUs: 3-T 3-CS 3-HS 3-CL NFI CEUs: 4 E
June 7, 2013 | CSIA Technology Center June 28, 2013 | Richmond, VA
CSIA Certified Dryer Exhaust Technician® Review
July 9, 2013 | Oceanside, CA
February 7, 2013 | Arlington, VA
August 2, 2013 | CSIA Technology Center
April 3, 2013 | Branson, MO
August 9, 2013 | Kansas City, MO
August 1 , 2013 | CSIA Technology Center
September 13, 2013 | Atlantic City, NJ October 18, 2013 | Latham, NY
In-person intensive review sessions help candidates prepare for the CSIA Certified Dryer Exhaust Technician® exam. The review sessions are not a substitute for advanced study.
November 15, 2013 | CSIA Technology Center
CSIA CEUs: 1.25-T, 1.25 CS, 1-HS, 1-CL NFI CEUs: 4 E
In-person intensive review sessions help candidates prepare for the exams. The review sessions are not a substitute for advanced study.
CSIA CEUs: 1.25-T, 1.25-CS, 1.25-HS, 1.25 CL NFI CEUs: 6 T
National Chimney Sweep Training School April 29 – May 4, 2013 | CSIA Technology Center June 24 – 29 , 2013 | CSIA Technology Center August 12 – 17 , 2013 | CSIA Technology Center September 30 – October 5, 2013 | CSIA Technology Center Fundamentals of sweeping and inspection of chimney systems, equipment operation, health and safety considerations and step-by-step instruction in codes, clearances, standards and practices. CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T
Installing and Troubleshooting Gas Hearth Appliances July 15–19, 2013 | CSIA Technology Center Service and installation, including appliance standards, combustion requirements, pipe sizing and installation, troubleshooting, carbon monoxide testing and fuel conversion. CEUs: 4-T 4-CS 4-HS 4-CL NFI CEUs: 16 T
Inspection and Report Writing May 3-4, 2013 | NYCSG - Albany, NY May 16–17, 2013 | CSIA Technology Center Chimney inspections and evaluations, report writing including regional and environmental influences, effective photo documentation, digital organization and admin procedures. CSIA CEUs: 6-T, 6-CL NFI CEUs: 12 T
The CSIA Technology Center is located near Indianapolis, Indiana.
Hate to travel? CSIA’s online education is now offered weekly!
CSIA Certification Review Sessions, Chimney Physics, Lining Masonry with Stainless Steel and eLearning!
Register today at www.CSIA.org or call us at (317) 837-5362.
Good for you, your business, and your busy schedule. eLearning sessions include topics lke: • Accident Investigation • 10 Most Common Masonry Chimney Defects • Darwin Awards and Code References • Extreme Customer Service & Marketing • Fundamental Service of Pellet Appliances • Gas: Developing a Troubleshooting Mindset • And dozens more...
Now you can access more of the industry’s favorite seminars in a self-paced, online format. It’s easy with CSIA’s eLearning program — offered every week! Need to renew your CSIA Certified Chimney Sweep credential? You can now earn all of the CEUs entirely online. We offer individual sessions in affordable bundles so you can earn just the CEUs you need: $39 per session, $99 for 3 sessions or $149 for 5 sessions.
Online review sessions also available weekly!
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W W W. C S I A . o r g / E L E A r N I N g (317) 837-5362
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Congratulations to Our New CSIA Certified Chimney Sweeps
CSIA.org has also recently been redesigned to reformat depending on what kind of device you’re using. It’s called Responsive Web Design and it means that the websites will look good on your smartphone, tablet PC.
Indiana
And remember, please send feedback directly to Melissa Heeke at mheeke@csia.org.
Lucas Souder • Stars Chimney Service, Inc. • Fort Wayne
Minnesota Jesse Reine • Air Pro LLC • Apple Valley
Ohio Adam Jones • Karl Mattes Company, Inc. • Cincinnati
Wisconsin Kevin Laughlin • Laughlin Chimney Service • Sturgeon Bay
CSIA Launches Mobile App CSIA has recently launched the BETA version of a new mobile app just for CSIA Certified Chimney Sweeps. (In this case, BETA means that we’re putting the apps out there with a few needed improvements already in mind. We’ll collect feedback and incorporate the changes that make sense before we call it a wrap. Please send feedback directly to mheeke@csia.org.) The mobile app was built to be easily accessed from our website and social media (no need to download from the Apple App Store store) and a multitude of smartphones. The app has the look-and-feel of native apps on iOS (Apple), Android and BlackBerry phones and will work on all of these devices. The apps are integrated with our existing database and website to share data in real-time. For CSIA Certified Chimney Sweeps, this means the ability to view CEUs, inspection SOPs, the Chimney Fires white paper, the CSIA Certified Chimney Sweep locator, CSIA’s events calendar, the CSIA contact info and social media links are always handy. And, we’ll be adding additional technical resources in the coming months! You must log in to see the passwordprotected info (using the same info as the regular site). Point your smartphone to m.csia.org to check out the beta version of the new CSIA mobile app. If you’re an NCSG member, also check out NCSG’s mobile app at m.ncsg.org.
CSIA Proctors Needed CSIA is looking for more CSIA Certified Chimney Sweeps and Certified Dryer Exhaust Technicians to serve as volunteer proctors to support our certification testing programs. If you are willing to donate the time it takes to complete the exam, we would like to hear from you. While the two exams for the CSIA Certified Chimney Sweep program may take as much as 3 hours, the C-DET exam only takes 30 minutes (after the paperwork is completed). For sweeps interested in getting even more involved by becoming instructors, this is the first logical step. Potential instructors need to learn the procedures required for exam administration, such as taking and emailing a digital photo. If you are interested in either opportunity, please contact Donna Lee Kasmer, Certification Coordinator at (317)837-5362 or dkasmer@csia.org for complete information and the application.
Payment Plans Now Available for Education CSIA has repeatedly heard that finances stand in the way of many sweeps when it comes to education. At CSIA, we believe that the more you learn, the more you earn and we want to make it easier for you to learn more! CSIA will now work with you to develop a customized payment plan to make attending CSIA education more affordable. Contact Candice Bradbury at (317) 837-5362 or cbradbury@csia.org for more information on setting up direct debit payments.
Custom Education Available for Sponsorship Companies, associations and state guilds are encouraged to bring CSIA education to your meeting. Available events range from singleADVERTISEMENT
day CSIA Certified Chimney Sweep review and exam sessions to three-day Diagnosis and Documentation sessions. CSIA has made sponsoring events even easier with a new low minimum attendance requirement and rebates on all registrations over the minimum. We do ask that you allow at least 90 days lead-time when scheduling your sponsored event. Please contact Sharon Anderson at (317) 8375362 for more information and to bring CSIA education to your next meeting.
What makes the CSIA Certified Chimney Sweep® credential the industry standard? • The Chimney Safety Institute of America (CSIA) is a non-profit organization governed by volunteer industry professionals and technical experts across the country. • The CSIA Certified Chimney Sweep® (CCS) credential was established over 30 years ago as a method for homeowners to measure a chimney sweep’s technical expertise. • CSIA does more for the industry than certify chimney sweeps. CSIA’s mission includes public and professional education with a commitment to the elimination of residential chimney fires, carbon monoxide intrusion and other chimney-related hazards that result in the loss of lives and property. • CSIA devotes its resources to educating the public and related industries through traditional and social media and its relationships with affiliated trades such as home inspectors, REALTORS and oil heating service managers. • CSIA is the go-to source for accurate chimney safety information. CSIA Certified Chimney Sweeps have been spotted on NBC’s Today Show, Good Morning America, Dateline and 20/20, in the New York Times, Consumer Reports and Popular Mechanics, among many other national, regional and local publications and media. • CSIA has proven itself academically by being accredited by the Indiana Commission on Proprietary Education. Find a CSIA Certified Chimney Sweep in your area at www.CSIA.org
BY DEBBIE CORNELIUS MEMBERSHIP DEVELOPMENT COORDINATOR
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APRIL/MAY 13 SWEEPING 23
BY ANN MARTIN OF COPPERFIELD
Hello
Y
ou answer the phone in your office. It’s a new prospective customer. How you deal with this simple phone call can determine if this person becomes your customer or goes somewhere else. Naturally, no matter how busy you are at the moment, ultimately you’d like to win this person over. I mean, you won’t be busy forever, right? Hey, this should be easy. Just answer their questions honestly and politely and you’re on your way. Ummm. Not so fast. It’s a little subtler than that. It’s still easy, but there are a few rules that can make all the difference. And, of course, this all presumes your callers don’t hear an answering machine on their first call. Because, I don’t know about you, but getting an answering machine with some impersonal message about how busy the guy is and how he’ll get back to me later…rarely inspires me to want to pursue this particular business… especially if there are other options. Okay. So here are a few suggestions about how to deal with a new customer call. First of all, my bet is the first thing most new customers will ask how much you charge for your services. Some want to know that because they’re price shoppers and others because they don’t know what else to ask. Regardless of customer’s motive to call, each should be treated as an opportunity for a positive first impression – with an opportunity for business. How you respond to a customer caller can and will determine whether you are considered for a job. First impressions are critical in the sweeps business and the phone is many times the first opportunity you have.
24 SWEEPING APRIL/MAY 13
But there is another reason people might ask about cost first. It’s simple: they don’t know what else to ask about. The fact is, they wouldn’t know a chimney brush if they found it in their basement. They don’t know a thing about chimneys, bricks, creosote, flashings, draft, negative pressure, or liners…not a thing. So, they ask about what they do know about…how much does it cost. I mean they have to ask about something. To most people price is not the real stumbling block. They’ll pay a respectable amount for your work, but first they have to know what they are buying. That’s one of the reasons it’s so important not to answer the price question right away. Another, of course, is you can’t answer the question until you know what they need. Yes, you could list off all your services with a price tag next to each one, but that can be just plain confusing for them. However, the most important reason not to answer the question right away about what you charge is, if you do you are unwittingly leading them to the conclusion that price IS what is important. So, I suggest you reply with something along these lines. “First of all, sir, you should know we’ve been in business for xx years and all of our chimney service professionals are certified by CSIA (or whatever suitable organization can vouch for your knowledge and skill). We are also bonded and we guarantee all of our work. Having said that, I can’t really give you a figure for cost until I know a bit more about what problem you want us to address.” I’ve even known sweeps to reply to the cost question by saying,
It's Time For Your
“Sir/madam, we are not the cheapest chimney professionals in the area. But we offer xx years of experience, etc…”
Early Buy!
In responding in one of these ways, you immediately make the point that price is not as important as qualifications such as experience, skill, and business ethics. I mean once you’ve admitted to not being the cheapest service out there, it pretty well gets you established as company that doesn’t hide things. Once they tell you what it is they need from you, you can then explain in some detail what is involved in providing that service. For instance, if it’s a cleaning, you should not quote a price until you are certain what kind of chimney, etc. And then you should tell them exactly what your service teams do as part of every cleaning. That means telling them how you approach the cleaning process, how you protect their house, how you video inspect the chimney afterwards to look for signs of damage or to look for creosote, how you will share that video with them, etc. Naturally, you should explain to them the kinds of things you are looking for when you inspect their chimney and the safety implications of each of those things. The more they know about your approach, the more they will begin to formulate expectations about cost before you ever even get to that. Once you are finished you can then say what the cost is for the service you just described. You then should ask if what you told them about your services is clear and see if they have any questions. Once that is done, it’s time to schedule an appointment. Needless to say, in order to respond to callers this way, you need to have someone who is very well trained to answer the phone. A polite, thorough, knowledgeable person answering your phone can make a huge difference in gaining the trust and confidence of potential customers. They can get you business. In fact, it’s hard to think of anything you could do marketing wise that would be more effective than to have such a person in your office. So, that’s it in a nutshell. Have a well trained person to answer your phone, explain your qualifications and what it is you will be doing before you give the price. Oh, and don’t ever feel the least bit defensive about what you charge. You ARE qualified and you have a business and a family to support. If someone is just looking for something cheap, let the next guy take them. You are a professional. Your prices are based upon your knowledge of the business and the invaluable service you provide. End of story. About the author: Ann Martin looks after/coordinates/manages/ leads a team providing customer service excellence. Excellent customer service leads to loyal customers, a cornerstone of the Copperfield business model. Ann has more than 13 years of sales and service experience. Ann has become a trusted leader and continues to play a key role in auditing current systems and operating procedures in accordance with established corporate standards for efficiency, accuracy and cost savings.
Place Your Qualified Order* Of $800 or more And Your Total Payment Is Not Due Until
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APRIL/MAY 13 SWEEPING 25
NewNCSG Members
NCSG REGIONS
REGION 1 NEW YORK Donald K. Ulrich III • Maximum Energy Savers Inc. • Ronkonkoma Craig Meade • Dependable Chimney Sweep • Queensbury Tracy Griffiths • Quality Air Care Cleaning Services LLC • East Hampton
REGION 2 MARYLAND Marco Zamarripa • American Eagle Chimney Service Vince S. DeCrise • Chimney Tek • Pasadena
REGION 1 Connecticut, Vermont, Massachusetts, New York, Maine, Rhode Island, New Hampshire
NEW JERSEY Nathan Smith • Smith’s Chimney Service, LLC Vick Jakupi • Approved Chimney • Edgewater
REGION 2 REGION 3
TENNESSEE
Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania
Tommy Nelms • Sweeps & Ladders • Franklin G. Robert Tubb II • A-1 Chimney Specialist • Estill Springs Taylor Hill • HarkinsHill, LLC dba Spark Marketer • Nashville
REGION 3
NORTH CAROLINA James Hendrix • Above and Beyond Chimney Solutions • Cleveland
Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia
SOUTH CAROLINA Steven Lantry • Mid Carolina Chimney Service • Columbia
REGION 4
GEORGIA Terrell Bearden • Atlanta’s Top Chimney Sweep, LLC • Braselton
Illinois, Indiana, Kentucky, Michigan, Missouri, Ohio
REGION 4 REGION 5
MISSOURI Michell Massey • Massey Tuckpointing and Masonry •Saint Louis
ILLINOIS Andrzej Grzegorczyk • Professional Chimney Repair Inc. • Schaumburg
NCSG Charter Members Paul Bourque Huntsville, AL
John Cline, Menlo Park, CA
Don Leavitt San Diego, CA
Dale Meisinger, N. Augusta, SC
David Harris Broken Arrow, Oklahoma
Eva B. Horton, Greenwich, CT
Dan Wheeler Santa Rosa, CA
26 SWEEPING APRIL/MAY 13
Alan Hisey, St. Louis, MO
Harry Richart, Hasbrouck Heights, NJ
Arkansas, Colorado, Iowa, Kansas, Louisiana, Minnesota, Nebraska, New Mexico, North Dakota, Oklahoma, South Dakota, Texas, Wisconsin
REGION 6 Alaska, Arizona, California, Hawaii, Idaho, Montana, Nevada, Oregon, Utah, Washington, Wyoming
The Measure of Technology
Rodney Kneller • Klein’s Chimney Sweep Service • Springfield Roman Zajac • Coast to Coast Masonry Group, Inc. • Long Grove
REGION 5
Your Front Line
WISCONSIN David Balistreri • Building Envelope Consultants • Waukesha
ARKANSAS Ralph Scantlin Sr.• Clean Sweep Chimney Service • Hot Springs
IOWA Thomas Hunkele • Top Notch Chimney Sweeps & Services • Des Moines
OKLAHOMA Toby Buser • A Better Chimney • Oklahoma City
Wohler Mini Viper S 32
Wohler Handy Viper M
Wohler Viper L
Wohler Viper XL and XXL
REGION 6 CALIFORNIA Peter Evins • Northstar Cleaning Service • Oakland
OREGON Tami Hiyasat • American Chimney Caps • Salem
Wohler Vipers Tackle big and small jobs with our tough team of Vipers • Effortlessly clean chimneys, flue gas systems, vents, ducts, and pipes • Lightweight, stainless steel cages for easy transport • Precisely adjustable brakes • Save time and money on every job! • Wohler Mini Viper S 32 - navigates the smallest spaces • Wohler Handy Viper M - cleans spaces up to 10” in diameter • Wohler Viper L - our most popular cleaning tool • Wohler Viper XL and XXL - can be fitted with various cleaning brushes and camera heads to get big jobs done in little time
Wohler USA Inc. • 978-750-9876 www.wohlerusa.com APRIL/MAY 13 SWEEPING 27
Dates & Events April 15-19, 2013 CSIA (online) - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org April 15-21, 2013 Masonry Heater Association Annual Meeting and Workshop Please visit www.mha-net.org for more information, or contact Richard Smith at (520) 883-0191 April 18, 2013 New Jersey State Chimney Sweep Guild Monroe, NJ For more information, please contact Stephen Kuber at (732) 920-8770 or email at chimneysweep@comcast.net April 19-24, 2013 AHIT Home Inspection Training Course CSIA Technology Center For more information, please visit www.ahit.com/affiliates/csia
April 22-26, 2013 CSIA (online) - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org April 23, 2013 Copperfield Reline Workshop East Hartford, CT For more information, please contact Russ Dimmitt at russ.dimmitt@copperfield.com April 25, 2013 Metal Chimney Lining Seminar- Sponsored by Olympia Chimney Scranton, PA For more information, please contact Edmund Poplawski at (570) 881-8149 or visit www.olympiachimney.com April 26, 2013 Copperfield Reline Workshop Philadelphia area For more information, please contact Russ Dimmitt at russ.dimmitt@copperfield.com April 26, 2013 CSIA Certified Chimney Sweep Review and Exam Sponsored by NEACHP Manchester, NH For more information, please call (317) 837-5362 or visit www.CSIA.org
ADDED SAFETY, EFFICIENCY AND VALUE
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Chim-Pro Corrugated Flex
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Featuring In Which ALL FITTINGS Are Attached With A Band, Even The Tee Cap And Elbows, Quick & Simple, No Drilling & Riveting
Visit www.chim-proliner.com for more details Manufactured by
CHIMNEY TECHNIQUE INC. • 2000 Industrial Ave • Sioux Falls, SD 57104
1-800-582-1392 28 SWEEPING APRIL/MAY 13
April 29- May 5, 2013 CSIA (online) - Chimney Physics - CSIA Certified Chimney Sweep Review - CSIA Certified Dryer Exhaust Technician Review - CSIA eLearning - Health & Safety Multi-User Courses - Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org May 2-4, 2013 PA Guild of Professional Chimney Sweeps 16th Annual Charity Workshop Bedford, PA For more information, please call Bill Thornton at (215) 540-9787 May 2-5, 2013 Oregon Chimney Sweeps Annual Meeting Bend, OR For more information, please contact Connie Piper at pipercnd@live.com May 3-4, 2013 CSIA Inspection and Report Writing Sponsored by NYSCSG Quality Inn and Suites- Albany Airport For more information, please call (317) 837-5362 or visit www.CSIA.org
BY MARK MCSWEENEY, CAE EXECUTIVE DIRECTOR
Thanks for the Ride!
F
orty-four inches of snow. The staff rerouted to Cleveland and stranded there overnight. The eight of us distributed between two Geo Tracker rentals for an eight hour snow and ice covered drive. Countless other members, including a Guild president I hadn’t yet met, stranded on interstates across the Northeast. An auction that included costumes I’m sure many would like to forget, swimsuits by a frozen pool, and an unscheduled visit from the local authorities. All of this and more from my first NCSG convention in Hershey, barely two months after I started as the Guild’s executive director. Now, eleven annual conventions later, what great ride it’s been. After a little over a decade serving the National Chimney Sweep Guild and the Chimney Safety Institute of America, it is with mixed emotions that I say goodbye as I move on to new challenges in my professional career. I am truly humbled and honored to have had this opportunity to work with such an incredibly talented professional staff, an immensely dedicated group of leaders and volunteers, and a remarkable industry that made me proud to come to work every day and allowed me to have some fun along the way. The chimney service profession is a passionate and profoundly talented industry that has made impressive strides over the years
Perspective
“What a long strange trip it’s been.” -Jerry Garcia
on behalf of the homeowners they serve. I am proud to say that NCSG is not the same guild it was when I arrived back in 2002. We have become much more efficient and effective at servicing our members. We are fiscally sound and financially independent. We have made significant changes in board governance to not only improve upon the representation of the membership, but to lessen the potential burdens on those of you who choose to serve in this important capacity on behalf of the industry. NCSG has increased our reach and awareness internationally, and even hosted a European industry meeting on American soil for the first time in that association’s remarkable history. The value of benefits available to members of NCSG has grown exponentially, not the least of which includes the industry’s first-ever online library of countless manufacturer’s installation manuals, thousands of dollars in savings from our generous supplier members, and access to a comprehensive liability program specifically tailored to our industry. The Chimney Safety Institute of America has enjoyed similar successes over the past ten years. Controversial as it might have been at the time, CSIA made the tough decision to restructure its Certified Chimney Sweep® program which not only brought immense improvements to the program itself, but paved the way for a sound fiscal future and financial independence for CSIA. With a firm economic outlook, CSIA has been able to solidify its APRIL/MAY 13 SWEEPING 29
own autonomous governing structure and focus on priorities that truly further its unique mission.
consider the possibilities. Are you where you want to be? Are you headed in the right direction? Do you know what direction that is?
Together with the generous support of so many of you in the industry, we were able realize the early payoff of the CSIA Technology Center mortgage. We have aggressively entered the online education arena with already more than 70 virtual programs awarding CEUs to certified sweeps. We have received unparalleled and continuously increasing media exposure that is increasing awareness of CSIA certification across the country. Undefeated to date, we have won several landmark challenges to protect CSIA’s trademarks in federal court on behalf of all of the sweeps who have worked hard to earn and maintain their credential. And to further increase the value of the credential, homeowner referrals from csia.org have been steadily rising each year.
Success does not happen by accident. You need a plan. That is what I said in 2003, and it’s what I still believe today.
In my first column in Sweeping magazine back in February 2003, I wrote about new opportunities. As I said then, I believe in learning from yesterday, but I don’t want to lean on it. I am not someone who dwells on the past, but instead prefers to look toward the future. One of my all-time favorite quotes from George Bernard Shaw is “Some people look at things that are, and ask why. I dream of things that never were and ask why not.” This transition is a new opportunity and I hope you dream big. As you awake to a new day in your business, I encourage you to
As I contemplated meeting the goals of NCSG ten years ago, I began formulating a plan. Together with our volunteer leadership and professional staff I created strategies that were proactive to our growing needs. I encouraged us as an organization to be mission-driven, and I made every attempt to ensure that our time and resources were spent on meeting those objectives. Each of you has the same opportunity. Do you have goals? What are they based on? Are they realistic? Are they clearly defined? Are you clear enough on what it is that you are trying to accomplish that you can succinctly explain it to your employees and customers? I hope you never stop asking questions. Learning is a continuous motion. The brightest business leaders in history have been students of their own business. They don’t operate in a shell, but rather learn from each other. NCSG and CSIA provide you countless opportunities to do just that continually, so I hope you will continue to support them so that they can continue to support you. Doing so helps you and it infinitely helps your industry. 113 articles later, that is the legacy I had hoped to leave here; to ensure that your involvement in these great organizations encouraged you to be the best that you can be. We have achieved some great things together, but as in any vibrant organization there is still great work to do.
The Big Dripper Series by
Advanced Drip Edge Technology
I am truly honored to have been entrusted with the administrative leadership of both of these organizations for more than a decade. Along the way, I hope I have taught as much as I have been taught. I hope I have inspired as much as I have been inspired. I hope I have given as much as I have been given. I will forever treasure the experiences I have had here, and I look forward to watching the continued growth and success of the industry and all of you within it. Until our paths cross again, I wish you every continued success! Thanks for the ride!
ADE
M
30 SWEEPING APRIL/MAY 13
Click: whitecaps.com
A
Call: 800.335.2534
E US
IN TH
Darwin Awards Have you snapped a photo of a peculiar chimney in your area that made you shake your head in disbelief? Send it to Melissa Heeke at mheeke@ncsg.org for publication in Sweeping. Or, mail it to NCSG, 2155 Commercial Drive, Plainfield, IN 46168.
This chimney has two 8x12 tile liners in it. It was decided that it would be ok to rest the beams on the masonry and thus touching the beam to the tile liner! pretty scary!! We soon after remodeled the chimney. Submitted by Paul Bianco of Chimney Savers, Inc. in Randolph, VT.
Display Ad Index Page #
Advertiser
Phone
Email or Website Address
28
Ahrens Chimney Technique
800-582-1392
ahrenschimney@qwestoffice.net
19-22
Chimney Safety Institute of America
317-837-5362
www.csia.org
15
Duct Cleaners’ Supply
800-634-2822
www.ductcleanerssupply.com
18
Firesafe Industries, Inc.
800-545-6607
www.firesafeinc.com
32
Gelco, Lyemance, Lock-Top
800-334-2154
www.gllchimneyproducts.com
6 ICP
508-695-7000
www.chimneycaps.com
BC
Lifetime Chimney Supply LLC
877-234-7473
www.lifetimechimneysupply.com
17
Lindemann Chimney Company
800-722-7230
www.lindemannchimney.com
IFC
MA Chimney Sweep Guild
781-233-2321
jwcompanies@yahoo.com
11
Meyer Machine & Equipment
800-728-3828
www.meyermachine.com
5
National Chimney
800-897-8481
www.nationalchimney.com
7
Olympia Chimney Supply
800-569-1425
www.olympiachimney.com
25
Sand Hill Wholesale
800-258-5496
www.sandhillwholesale.com
4
SaverSystems, Inc
800-860-6327
www.saversystems.com
3 Smoktite
866-439-0069
www.smoktite.com
8
866-880-3473
info@SweepsAmerica.com
9 Thermocrete
866-439-0069
www.thermocreteusa.com
30 Whitecaps
800-335-2534
www.whitecaps.com
27 Wohler
978-750-9876
www.wohlerusa.com
Sweeps America
APRIL/MAY 13 SWEEPING 31
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One of our clients with a progressive and financially stable company in the Mid-Atlantic states is seeking a person who is interested in coming on board as a working technician, with the potential of moving into a leadership role as general manager and part owner to satisfy our needs for an exit plan. We offer a dynamic compensation plan. We are looking for this transition to occur over a 3 - 5 year time frame. Seeking an individual who may have their own business now but due to local economies or lack of funding would like to join a company which will bring you your own dreams. We are not seeking a buy in person from funds, rather a person who can buy in with their skills and talents and can assist us in our business exit plans. All replies will be in strict confidence. Please reply via email to jerry@ chimneyandventingconsultants.com
• Over 80,000 Sold in the Last 10 Years • Superior Design & Quality – Cast-Aluminum Construction – Easy Opening With Power-Lever Assist
Full Service Chimney Sweep Business For Sale. In business for 24 years. owner wants to retire. The Aggie Chimney Sweep, San Antonio, TX 78232. (210)737-1534 or aggiechimneysweep@satx.rr.com
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32 SWEEPING APRIL/MAY 13
CLASSIFIED ADS FREE FOR NCSG MEMBERS Members can run one 35 word classified free each year! Regularly classified ads are $2/word or $1/word for NCSG members. Classified ads are non-commissionable and must be pre-paid. To place a classified ad, please contact Megan McMahon at mmcmahon@ncsg.org or (317) 837-1500.
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National Chimney Sweep Guild 2155 Commercial Drive Plainfield, IN 46168
1304
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