June 2011 by National Chimney Sweep Guild

June 2011 Volume 35 #5

Table of Contents Features 10 Cell Phone Safety

P.14

14 Overcoming the Shortfalls of Writing a Chimney Report

20 Customer Communication: Specialize in Information

24 Meet a Member: Mark Ferraiolo 27 Crossword: On the Road, Off the Phone P.24

Departments 3 Moving Forward 6 Editorâ&#x20AC;&#x2122;s Letter 8 Industry Watch 12 Chimney Sense 22 Sweeps Advantage Coupon Program P.29

23 Progressive Perks 26 New NCSG Members

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

28 Dates & Events 29 Perspective 31 Darwin Awards 31 Display Ad Index 32 Classifieds

JUNE 11 SWEEPING 1

ResourcePage

NATIONAL CHIMNEY SWEEP GUILD

COMMITTEE CHAIRS AND TASK FORCES FOR 2011-2012 Bylaws Diane Pilger (631) 863-2460 - chimneygal@aol.com Convention Site Selection 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

Government Affairs Phil Mitchell (603) 659-7776 - sootski@aol.com

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

Discussion List Marge Padgitt (816) 461-3665 margepadgitt@comcast.net

International Relations Victor Imgarten (636) 477-9966 - stlswp@accessus.net

Ethics Mark Stoner (615) 459-2546 - ashbusters@aol.com

Long Range Planning Diane Pilger (631) 863-2460 - chimneygal@aol.com

Finance Mark Maynard (920) 830-1920 mark@chimneyguy.com

Membership Jeremy Biswell (913) 236-7141 fluesbrothers@yahoo.com

NFPA 54 Representative Jim Brewer (757) 523-2400 jbrewer@magic-sweep.com Public Awareness Task Force Marge Padgitt (816) 461-3665 margepadgitt@comcast.net

TECHNICAL ADVISORY COUNCIL 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: Dennis Dobbs Installation or Service of Direct Vent Gas Appliances 317-203-0088 x: 1

Fred Joy Installation and Venting of Pellet Stoves 317-203-0088 x: 7

Chris Prior Masonry Construction and Restoration and Priorfire Fireboxes 317-203-0088 x: 2

Jay Walker Dryer Vents 317-203-0088 x: 8

Jim Brewer Gas Venting and NFPA 54 317-203-0088 x: 3

John LaBrosse International Residential Codes 317-203-0088 x: 9

John Pilger Oil Flue Sizing, Relining or NFPA 31 317-203-0088 x: 4 Randy Brooks NFPA 211 and Customer Communications 317-203-0088 x: 5

Rich Martinez Dryer Vents or Masonry 317-203-0088 x: 10 Rich Rua General Sweeping or Relining 317-203-0088 x: 11

Bart Ogden Stainless Steel Lining, Video Scanning and Narrative Report Writing 317-203-0088 x: 6 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@indy.rr.com Design by Laura Houser Design • laurahouser.com • (317) 213-7497

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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. © 2011 National Chimney Sweep Guild, 2155 Commercial Drive, Plainfield, IN 46168 (317) 837-1500

2 SWEEPING JUNE 11

NCSG BOARD OF DIRECTORS 2011-2012 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, Region 1 Phil Mitchell (603) 659-7776 • sootski@aol.com Region 2 Bob Fleer (410) 544-7600 • bobfleer@aol.com Region 4 Marge Padgitt (816) 461-3665 • margepadgitt@comcast.net Region 6 OPEN SEAT FMI: Randy Brooks NCSG Governance Chair (805) 646-8961 • hearthhunter@aol.com At-Large Directors Jeremy Biswell (913) 236-7141 • fluesbrothers@yahoo.com 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

Sara Sichting Certification Coordinator (CSIA) ssichting@csia.org

Ashley Eldridge, COI, CPP Director of Education ashley@ncsg.org

Debbie Cornelius Membership Development Coordinator dcornelius@ncsg.org

Candice Bradbury Director of Finance cbradbury@ncsg.org

Donna Lee Kasmer Program Coordinator dkasmer@ncsg.org

JAY WALKER NCSG PRESIDENT

ello to each of you,

I hope and pray that you and your company are achieving your goals you set forth for 2011. Remember to always stay proactive and have the right optimistic attitude when times get tough. I know that this is sometimes easier said than done. Remember, success is what we do each day. It’s the little things we do … It is the journey which defines us. Your board of directors recently had their annual planning meeting. I must say I was very pleased with the input and enthusiasm we seem to have within our directors. I believe we have a diverse mindset within the board that allows us not to get tunnel vision. Committee chairs are well placed and diligently working their agendas with new ideas and timelines in place. First on our agenda at the May meetings was reviewing and updating our NCSG Strategic Plan and tracking document. This document was formed in May 2009 and serves as a go-to plan for the Guild. This plan was created during our SWOT analysis during past-President Randy Brooks’ term of office. Though we may delete or add to it from time to time, the document serves as the coach’s book or game plan so to speak. It helps keep us on our mission to provide an increased effort to make each chimney service company profitable, help achieve our goal to raise the standard of living for our industry, and to promote our presence to the public. My hat is off to Randy and his board for insight on giving us a working document to use for years to come.

Moving Forward

industry and provide services to our constituents. While we are totally separate, we are bonded by the needs of the chimney industry and the need to continue make the public aware of our important service. Moving forward, I do see both organizations working together and helping each other for many years to come. I appreciate everyone who participated in the recent member survey questions. While it was helpful to some respect, it did not have the participation we would have hoped. In order for the Guild to find out exactly what trends are approaching and what the industry feels, a more in-depth survey throughout the country is needed. One thing I’ve learned over the years is that you should find out what the members want, and then you

After our planning meeting, we also had time the following day to meet with the CSIA Board of Directors. I must say, it was nice to see that we all have the similar mission and goals to promote the JUNE 11 SWEEPING 3

give them what they need. I know that may sound arrogant, but it’s the truth. The in-depth survey will help us find out what it needed. With that said, please ask yourself if you have time and ability to serve as an NCSG director. Is it time for you to step up? If not, when is the right time? Right now, we have a Region 6 Director seat open. I don’t see an immediate need to just fill the seat with a warm body. Instead I have asked At-Large Director Fred Joy to help with Region 6 while we look for the right person. Plans for now are to let the election process proceed, and hopefully inspire some of you that have been waiting for your time to give back to the industry that has been good to you. Remember what John Lennon once wrote “Life is what happens while you are busy making other plans”. The governance committee, chaired by Randy Brooks, is working as the “nomination committee” as we move forward to the upcoming elections this year. Please feel free to contact Randy or myself if you are interested, have questions, or would like to have a nomination application. Randy can be reached at hearthhunter@aol.com

A few months ago, a colleague and good friend sent me a link to a speaker’s website. I immediately signed up for the free daily messages which I look forward to each morning. It is always good to remind yourself about characteristics of being a leader and to better yourself with that constant reminder and input every day. If you would like to know the link I am referring or just have general questions, I’m just an email away. Please contact me at president@ncsg.org . Remember, to make your dreams come true, the first thing you have to do is wake up. As always, sweeps luck to you and your family and God Bless. Jay Walker NCSG President

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Editor’s Letter

MELISSA HEEKE NCSG DIRECTOR OF COMMUNICATIONS

his month, we turn our attention to communicating effectively with your customers. Being in a service business, you understand how important it is to communicate professionally and thoroughly with your customers. In a recent Sweeps Say question in Newslink, 47.8% of you said that past clients are your best source of referrals. That tells me that your interaction with your customers of today influences the size and quality of your customer base of tomorrow. Focus on providing your clients your very best service today and you will reap the benefits for many years to come.

In this issue, we focus our attention on helping you provide quality, consistent service to help you get ahead. Many thanks to Tom Urban and Randy Brooks for sharing their perspectives on customer communication. My wish for you as you read through this issue of Sweeping is that you’ll have a better grasp on the importance of effective customer communication and will have a few ideas for improving your systems. All the best for a safe and successful Summer,

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Industry Watch Pending Home Sales Rise Again in March From the National Association of Realtors - March 2011 saw another increase in pending home sales, with contract activity rising unevenly in six of the past nine months, according to the National Association of RealtorsÂŽ. The Pending Home Sales Index,* a forward-looking indicator based on contract signings, rose 5.1 percent to 94.1 in March from a downwardly revised 89.5 in February. The index is 11.4 percent below 106.2 in March 2010; however, activity was at elevated levels in March and April of 2010 to meet the contract deadline for the home buyer tax credit. The data reflects contracts but not closings, which normally occur with a lag time of one or two months. Lawrence Yun, NAR chief economist, said home sales activity has shown an uneven but notable improvement. The PHSI in the Northeast fell 3.2 percent to 63.4 in March and is 18.4 percent below March 2010. In the Midwest the index rose 3.0 percent in March to 83.5 but is 16.6 percent below a year ago. Pending home sales in the South jumped 10.3 percent to an index of 110.2 but are 10.5 percent below

8 SWEEPING JUNE 11

March 2010. In the West the index increased 3.1 percent to 103.7 but is 4.1 percent below a year ago. *The Pending Home Sales Index is a leading indicator for the housing sector, based on pending sales of existing homes. A sale is listed as pending when the contract has been signed but the transaction has not closed, though the sale usually is finalized within one or two months of signing. The index is based on a large national sample, typically representing about 20 percent of transactions for existing-home sales. In developing the model for the index, it was demonstrated that the level of monthly salescontract activity parallels the level of closed existing-home sales in the following two months. An index of 100 is equal to the average level of contract activity during 2001, which was the first year to be examined as well as the first of five consecutive record years for existing-home sales; it coincides with a level that is historically healthy. 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 NCSGâ&#x20AC;&#x2122;s opinion regarding the release.

FROM THE NATIONAL SAFETY COUNCIL

Cell Phone Safety Nearly 1 out of every 4 motor vehicle crashes involve cell phone use. 62% of drivers recognize that talking on a cell phone is a very serious threat to their personal safety. Yet more than 2 out of every 3 drivers admit to talking on their cell phone in the past month. Safe driving is about more than hands on the wheel and eyes on the road – it’s about focusing solely on the task of driving. When drivers engage in two activities that require a great amount of mental focus, the brain quickly switches between those tasks sequentially. As a result, the brain suffers from inattention blindness. As it switches its focus and attention back and forth, the brain loses its ability to process all the eyes see and only a portion of the information is captured. In this situation, drivers look out the windshield, but do not see up to 50% of the driving environment. In fact, the brain is so overloaded that not all critical driving cues such as red lights, stop signs and pedestrians are delivered to the brain. Cell phone use behind the wheel is a growing concern.

According to CTIA – The Wireless Association, in 1995, cell phone subscriptions covered only 11% of the U.S. population. By 2010, that number grew to 93%. As the number of cell phone users continues to increase, so does the number of drivers distracted by cell phones. Most people understand the visual and mechanical distractions caused by texting behind the wheel. These are obvious distractions, as they take both the driver’s hands off the wheel and eyes off the road. But did you know: • 2% of crashes involve texting behind the wheel, but 21% of crashes involve cell phone conversations (both hands-free and handheld) • At any given moment, 0.6% of drivers are visibly manipulating handheld devices while 9% of drivers are talking on cell phones For a white paper on cognitive distraction, visit thebrain.nsc.org.

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Chimney Sense

BY FRED JOY OF TOP HAT CHIMNEY SWEEP, INC. IN HOYT, KS

A Squirrely Situation

ne of my customers recently told me the tale of a surprise they had waiting for them upon their return from a long weekend away. It may help you and your customers in the future, so I wanted to share.

As Bob and Brenda were returning home from a relaxing weekend neither had any idea what they were about to discover. While reaching into his pocket for the front door key, Bob remarked, “What a relaxing weekend...” Bob unlocked the door and walked inside. “We thought we had been robbed!” he recalled observing a horrific mess, describing scene with torn curtains and all. He had been the victim of robbery before but this was different. The couch, chair, and footstool in the living room were ripped like someone had taken a knife to them. Shredded paper towels were lying on the kitchen counter, a pecan bowl had been overturned and nuts were scattered everywhere. There were papers laying everywhere like a tornado had passed, lamp shades torn and chewed windowsills. It looked like the aftermath of a tornado. The den was the worst, there were sooty footprints leading away from the fireplace and the wood that Brenda had so carefully placed on the grate for their next fire was no longer stacked neatly in the fireplace. That’s when they realized they had been visited by an animal. “But how did it get inside?” Bob asked. Brenda replied, “Did you close the fireplace damper after we burned our fireplace last?” “I don’t remember,” Bob said. Then he realized they put off having a chimney cap installed and he had forgotten to close the fireplace damper after the last fire.

12 SWEEPING JUNE 11

They then saw the culprit by the back door and, in his panic, the squirrel had worn himself out and died from overexertion. After disposing of the body, Bob called the insurance company. It took weeks getting everything fixed and back to normal, but some things could not be replaced such as some family pictures that had been torn to shreds. “Closing the fireplace damper is an easy thing to forget but critical to remember,” Bob said. He added, “But this taught me a lesson I will never forget.” Bob was admittedly a little embarrassed when he called me out to have the fireplace chimney cleaned and to install the chimney cap that I had recommended on my last visit. Thankfully, I am able to tell the story without having to have gone through the experience myself. Closing the damper in the fireplace is important. How many times have you cleaned a fireplace and chimney and left the damper open when you were finished? We need to remind ourselves and our employees to always close the damper when the job is finished and remind the customer to open it before the next fire. This is something easily forgotten but an important lesson that bears repeating.

About the author: Fred Joy of Top Hat Chimney Sweep, Inc. in Hoyt, KS is a member of the NCSG Technical Advisory Council, an NCSG At-Large Director and a CSIA Certified Chimney Sweep.

BY TOM URBAN OF ESTOBAN – Chim-Scan®

Overcoming the Shortfalls of Writing a Chimney Report

nspection reports…. Everybody thinks of the benefits they can offer to a company, but the thought of the process scares most away. I have spent the last five years trying to figure out a better system for writing reports in a more timely fashion and here is a partial summation.

the customer can understand it without all the code language. In essence, put the customer’s interests first. Tell them the condition of the entire system through a readily-accessible and accessible view point.

* Break the habit of using the old style forms that list only a few The first thing I had to do was to clarify the difference between questions and allow for simple “satisfactory” or “unsatisfactory inspection reports for a Level 2 real estate “answers! By setting up a customized or insurance loss versus doing a summary service checklist (such as our Chimney Data I have seen many for your customer that is an invitation or System) and formatting the information reports, though pretty proposal to repair defects found in their in NFPA 211’s Annex into installation system. categories, you can to streamline your with photos and recommended questions out in the field. colored arrows, totally Secondly, I had to figure out what was preventing companies from consistently *Not having a Standard Operating Guideline miss this mark and writing reports. (SOG) for your company to follow. Create others that took me on a process in the field so all the members of Finally, I asked myself, “Why aren’t sweeps your company do the same thing every day a journey and came writing summaries? They generate income, on each style of installation, even if you’re to a result. so why aren’t they doing them?” a single owner/operator. In addition, when you bring a new hire into the company, have them complete the The process for writing a good report is to start “with the end checklist. What faster way is there to teach someone then have in mind.” That means the customer who reads the report should them complete a checklist alongside an experienced sweep? be engaged to read it. I have seen many reports, though pretty Experience and completeness wrapped in one, and bringing with photos and colored arrows, which totally miss this mark income in to boot! and others that took me on a journey and came to a result. Some of the shortfalls or roadblocks to avoid that may be causing the stumbling blocks are: * Don’t just record what is wrong with the installation and tell them “You’re going to die if you use it!” Write the report so

14 SWEEPING JUNE 11

Where to Begin – Data Collection What one person sees, differs from another. There’s a lot to be said for individuality but when incomplete data becomes the norm, it’s not a good idea. It’s amazing how much data is missed. If you’re the person at a desk left with an inspection

report and a series of photos, this can become frustrating, confusing and tiresome because you were not at the job site and have only the technician’s data for reference. This confusion is costing sweep companies dearly. If you know what your daily or hourly cost of doing business is, this number would scare the pants off you; not to mention the emotional strain on yourself, office personnel and personal relationships. Create a SOG One of the faster ways of creating a system, using the NFPA 211 Chapter 14 Annex, is to recategorize the Level I and Level II inspections. What I mean is when you look at all the recommended items that are listed in the Annex, they can be confusing. The thirty-three items that are listed do not apply to some styles of installations. So what I did to make it easier for me was broke the Level I Annex recommendations into four categories. The categories are: 1. Masonry fireplaces 2. Masonry thimble chimney serving an appliance, 3. Prefabricated fireplace, 4. Prefabricated chimney serving an appliance. When I look at these four basic installation By creating a process styles, I can redistribute of collecting data the recommendations to from the installation the ones that meet these installation styles. So to system, I also had give you an idea, if I was a system for taking looking at a masonry fireplace then all the photos. When data is questions concerning collected in the field, connector pipe could be dismissed. Those that it is descriptive of the were looking for attic photo and the photo insulation shields, storm enhances the data. It’s collars and parts from prefabricated chimney can not complicated but also be dismissed in this it’s thorough and is a instance. And the same would follow true when huge timesaver. looking at prefabricated chimney and a woodstove installation. I would not bother to look at questions concerning hearth extensions, or smoke chambers as they don’t apply. There are standard condition questions that apply for all styles, so they repeat for each installation style. By categorizing my inspection process, I can provide a system for each style of installation and also establish a starting location in each category. That way whatever installation style, it will be inspected the same way every time. Plus by creating a process of collecting data from the installation system, I also now have a system for taking photos. When data is collected in the field, it is descriptive of the photo. And the photo enhances the data.

JUNE 11 SWEEPING 15

It’s not complicated but it’s thorough and is a huge timesaver. It does require a little discipline to start. For those of you that have taken the Diagnosis and Documentation seminars, this is what Jerry Isenhour referred to this as an SOP.

So in order to write a good report, YOU NEED GOOD DATA. I can’t stress this enough. And the data has to be collected into a sequence that is easy for all of the members of your company to fulfill.

Photo Progression Now when I sit down to write a report, the first photo of installation style will always remain the same. If I start with the exterior of the home then I go to the chimney that’s exterior to the house, then the base of its exterior and then work my way into the interior where the appliances is located. Then I take a broad view of the room the installation is in. If it were a masonry fireplace, after I took my exterior photos, I would go into the room and take a photo of the room and the fireplaces location in that room. Then I would get a “closer-up” of the fireplace opening and the proximity of combustibles. I would also photograph the hearth extension and any combustibles near that. Then I would photograph the firebox, the damper area, smoke chamber and the interior the chimney, if possible. The next photos I would take would be from the rooftop. I would start at the chimney cap, then the crown or wash, the exterior condition of the chimney and the flashing. By creating a flow, or system, all of my photographs and data would be linked as I progress through the installation style. By creating this flow, I’m left with time to discuss the installation with the homeowner. I start them on a journey that begins outside their home, then on to the hearth extension and continually moving up inside the chimney to the rooftop. When it comes time to show them scan images from inside the chimney, they already understand that these images were taken from within their chimney. The homeowners are walked through a progression from broad views to detailed imagery gradually. What I’ve explained to you is what we call a photo progression. When I taught along with Jerry Isenhour and Ken Robinson on the original D&Ds we brought this to light. When Jerry would do his famous reports he unwittingly was doing this, and he also realized that his customers were not calling back with a lot of extra questions because they understood the report. And “the Path” was the completion of the inspection shown to the customer, whether a summary of the condition of the installation (Level 2) or a proposal to repair. So in order to write a good report, YOU NEED GOOD DATA. I can’t stress this enough. And the data has to be collected into a sequence that is easy for all of the members of your company to fulfill. Same terminology, same way the data is collected, same process to bring it into the office, same way it’s loaded into the computer and the same way the report is written. The end report can vary as to the conclusion but the data/photo stream must be the same.

Having your installation styles categorize writing language for each category is not a big deal. You can use a master page for all your masonry fireplace problems, then write one for all your masonry thimble chimneys, one for prefab fireplaces and one for prefabricated chimneys with appliances connected. Now instead of searching through 10 or 20 reports you’ve done in the past, you can go to four master pages of copy that have similar defects that you can place in your report. Read your copy, correct sentence structure to match the defect and add the photo. Instead of flipping through all these reports, take the best of what you’ve written and placed them on master pages. This is a big timesaver. Think this is too much work? Try looking at your hourly expense rate again! Keeping the customer in mind Many of you use language directly from the NFPA 211. I’m personally not a big fan of this for two reasons. The first is that most customers don’t have an idea what NFPA 211 is or really care if they’re compliant or not. The second reason is why should I tell the world where my resources are? I know many of you do this because you want to add credibility to your report. Understandably so, but code language is boring and very hard for people to relate to. If you are stopped by a policeman for speeding do you really care that you broke State law code 47 -3871? Not really. The bottom line is that you’re getting a ticket. You can relate to that!

But could you write something like this, “In the course of the inspection we observed that the (damper assembly, air control knob, baffle plate, connector pipe, etc.) has deteriorated to the point that, in our opinion, will not be able to operate as the manufacturer intended it to. (Please refer to the photo on the right) It was mentioned The next step is to by your (wife, significant other, partner) understand a simple that you enjoy your (installation) every concept. It goes like night while watching the news. From our observation, and by the photo, this part is this, “Does every worn and needs (repair, replacement) as installation or job look soon as possible. Because we are dealing with fire we always remain mindful of the same?” NO! “But the potential for things to go wrong. For do you see the same your convenience, we propose to fix the things at different situation so the appliance can operate as

installations?” YES! 16 SWEEPING JUNE 11

The next step is to understand a simple concept. It goes like this, “Does every installation or job look the same?” NO! “But do you see the same things at different installations?” YES! Many of you will write a report which in turn becomes a master that you cut and paste from so you don’t have to write the same thing over and over again. Going back to the beginning of the article where I categorized the installations, create four separate master pages of language to meet the needs of each of the four styles.

attended, and your evenings enjoying the fire can continue.” I was never into scaring people; the evening news does a good job of that. But if I can give the customer a comfortable fire to sit next to while watching the scary news, that’s a different story.

You need to remember, customers will readily trust “their eyes” than listen to someone describe something that they may or may not be able to conceptualize.

That’s why during CSIA’s Inspections and Report Writing (aka the Advanced D&D), we realized that performance-based language was a better form of writing. It e less antagonistic and it has the end in mind. The bottom line is that the customer will read it and understand what is being written. The interesting part of distinguishing between an inspection report for a Level 2 and a report for proposals is that the only difference is wether proposal language is added in the report. Same process, same procedures in the field and in the office. Streamlined process! “Show beats Tell” every time! The best analogy I can think of that provides a simple visual for you comes from kindergarten. We were taught about “show and tell” and I don’t remember many “tells” but “show” was another thing. I still remember my Kindergarten friend Bobby Van Holten’s super Radio Flyer wagon. Okay, a guy thing, but 50 years later, not bad.

You need to remember, customers will more readily trust “their eyes” than listen to someone describe something that they may or may not be able to conceptualize. Can you see yourself offering customers the opportunity to “see” their installation and all the components while sitting on a comfortable sofa or chair, reading and viewing the photos? This higher platform of care reflects on you, the provider, and your assurance that you have met, if not exceeded, their expectations and can provide them a new level of understanding. Your customer would be crazy to hire anyone else to work on their installation. If you are interested in helping your business grow, give me a call, and we tell you more about the process. Have a productive summer. About the author: Tom Urban is the founder and president of the Estoban Corporation. After graduating from Delaware Valley College in 1976 and spending time in the Peace Corps, so has spent the past 30 years working in the chimney /heat¬ing industries. His full time commitment is to provide the best equipment possible to photo document places where your head can’t fit, i.e. chimneys, duct work, drains, etc.

U.S. Fireplace Products is a small manufacturer with a big commitment to quality. Located near Atlanta, Georgia we take pride in manufacturing the best dampers on the market.

Here are some of our damper features: • Best, tightest, and most comprehensive seal in the industry! • Opens wider than similar dampers • Each damper is quality tested before leaving the facility • Innovative company that listens to you • Lifetime warranty • Family owned business with over 75 years combined experience in the damper manufacturing business

Contact us at: 888-290-8181 or check our website, www.usfireplaceproducts.com for a distributor near you. 3939 Royal Drive NW #143 Kennesaw, GA 30144 JUNE 11 SWEEPING 17

CSIA Update

Congratulations to Our New CSIA Certified Chimney Sweeps ARKANSAS Garett Witcher • Godfrey and Black ‘Fireplaces and More’ • Fort Smith CALIFORNIA Ed Ehrenpfort • Frazier Park Phil Stith • Napa Valley Chimney Sweepers • Napa COLORADO Greg Chaffin • Ray’s Chimney Service Plus/Pellet Plus, Inc. • Colorado Springs

PENNSYLVANIA Robert Green • Chim Chimney Sweeps – D.J. Cross, Inc. • Media Dean Fletcher • Fletcher Contracting • Cranberry Township Jeremy D. Smith • Mid State Chimney Sweeps, LLC • Bedford Michael Dunn • Conshohocken VERMONT Sarah Leduc • Brickliners Corp. • WIlliston WEST VIRGINIA Gabriel Saville • Jim-N-I Chimney Service • Augusta Jim Keeling • Keeling Chimney Service • Parkersburg

IDAHO Bryan Frederickson • A Firemans Chimney Sweep • Emmett

Please visit www.csia.org to verify that your contact information is correct.

ILLINOIS Jamison Pound • Jamison’s Chimney Service • Carbondale Robert Haller • A-1 Safety Chimney Services, Inc. • Lombard Richard White • Steamwood

CSIA Education Now Covered Under the GI Bill

INDIANA Neil Cliffton • Schlemmer Brothers Metal Works • Wabash KANSAS Murray Head • Head Chimney Service • Topeka KENTUCKY Lance Hosey • Barnhill Chimney Company • Lexington Richard Merrill • Hearth & Home of Kentucky, Inc. • Paducah MARYLAND Dane Donnelly • Superior Fireplace and Garage Door • Huntingtown Kurt Evers • Superior Fireplace and Garage Door • Huntingtown

Chimney Safety Institute of America courses at the CSIA Technology Center have been approved for training veterans and other eligible VA beneficiaries. If you’re a veteran, visit www.gibill. va.gov or call (888) 442-4551 and reference CSIA’s school code (3-5-0119-14) for more information.

CSIA.org Statistics At-A-Glance 800,000 700,000

MASSACHUSETTES Harlan Burch • Chimney Savers • Saugus

600,000

MICHIGAN Jason Cook • Stone Wall Construction • Warren

400,000

500,000

300,000

NORTH CAROLINA Clifford Freeman • Piney Creek

2005

2006 2007

2008

2009 2010

2011/2010 Year to Date: 169,307/ 197,495 -14%

18 SWEEPING JUNE 11

169,307

645,948

596,316

523,752

533,640

100,000

507,635

200,000 346,057

NEW JERSEY Phil Hillman •A-1 Affordable Construction • Clifton Nathan Cox-Bien • Chimney Sweeps Unlimited, Inc. • Titusville

2011

JUNE 11 SWEEPING 19

BY RANDY BROOKS OF BROOKS CHIMNEY SWEEPING IN OJAI, CA

Customer Communication: Specialize in Information

often wonder where the years have gone. It seems like yesterday that ignorance was bliss and sweeping a customer’s flue was just that, a sweeping. Boy how things have changed in the world today. I can vividly recall attending my very first “NCSG Certified Chimney Sweep” study seminar and test in Sacramento, California in December of 1990. That’s not a typo. NCSG was the organization that facilitated to Certified Chimney Sweep program in those days. I thought that I knew everything there was to know about chimney sweeping as I had been in the trade for well over a year at that time. In the years that followed, I invested not only in maintaining my (now CSIA) Certified Chimney Sweep credential I was so proud of, and expanding the entry level knowledge it provided with as much continued education as I could afford. Over the course of the next 20+ years, I have made education a priority in my business for two reasons, to increase my bottom line and to cover my bottom as best I could during the process. The years that passed and the education I invested in delivered me to a point of being recognized as an expert by the Superior Court of the State of California. I’ve been retained repeatedly as an expert fireplace/hearth consultant, specializing in installation defect analysis, installation specifications, earthquake assessment, hearth fire investigation, litigation support, on-site inspections, prerequisite/resale fireplace inspections and prelisting fireplace inspections. The experiences I have encountered wile working in this capacity have, in part, formed the opinions I share today and will continue to guide the advice I provide NCSG members as a member of the Technical Advisory Council (TAC) in the future. My opinion is quite simple; “Customer communication is the single most important responsibility of a chimney sweep.” During the 34+ years the NCSG has existed, we, as members, have invested tens of thousands of dollars in representation on code bodies and standards committees that have arguably changed the level of responsibility and amount of liability of the American chimney sweep forever. The 2000 and subsequent (2003, 2006 and 2009) editions of the National Fire Protection Association 211 standard, specifically

20 SWEEPING JUNE 11

published the only recognized fireplace and chimney inspection criteria to date. Simply put, this document has served as the code and standard reference for much of our industry’s education and is recognized by the various courts around the country as the industry standard regarding fireplace inspections. We have all heard of our fellow sweeps being targeted by insurance companies attempting to subrogate their losses following a structure fire event related to a hearth appliance. Many times, our fellow sweeps are accused of wrongdoing simply because they were the last professional to service a system identified as the origin of a fire. In reality, a lack of documentation and communication on the part of the sweep is to blame for most of these lawsuits. I have been retained a number of times, when a defendant sweep fails even to have communicated the level of inspection performed on the fire victim’s hearth system. This type of omission is inexcusable as a professional in this industry. Under oath, when asked about education available to sweeps, a deposed expert has no choice but to articulate the countless educational opportunities available to the defendant sweep addressing this simple communication responsibility. Much grief may be avoided by simply documenting the NFPA 211 level of inspection chosen by the customer. That choice goes even further when you add a written recommendation to perform a Level II inspection to your customer communication. I don’t mean to suggest that this path is a silver bullet removing any chance of legal action being taken; we are all susceptible to legal action. However, it will go a long way towards establishing your intent to warn the homeowner of potential hazards within their system if you are ever questioned in court. The inspection standard contained within NFPA 211 may be the single most important achievement of this industry to date. The safety of the American consumer has been greatly increased every time the standard is applied by a qualified inspector. The knowledge required to offer these inspections is not identified by the NFPA 211 standard, rather sweeps and or inspectors that may offer these services are free to collect this knowledge from the facilitators of their choice.

Many sweeps, myself included, hold certifications from several different educators and we continue to seek knowledge to elevate the skills that we bring to every inspection. That being said, the learning should never stop. Being able to communicate with the homeowner and while protecting yourself from liability is a true blessing. The NFPA 211 standard requires over 30 different criteria to be considered a completed Level I inspection. A second set of more than 30 conditions must be addressed to complete a Level II inspection. Achieving certifications offered by recognized education providers may elevate your level of liability as they all use the NFPA 211 as curriculum inside their programs. Membership in the NCSG exposes sweeps to the knowledge contained in the NFPA 211 standard through this article and others like it through the years. The more information you are exposed to helps reduce your exposure out in the field. Over the years, I have heard many of my fellow sweeps justify an incomplete inspection by stating that they performed an “evaluation” or “assessment” of the system and not an inspection. Many have falsely assumed that not addressing any level of inspection on the receipt eliminates any liability for failure to warn. This is a dangerous place to operate. Any attorney worth their salt will not only identify the industry standard as NFPA-211, but will bury any sweep that attempts to deny its requirements.

As a qualified professional, no matter if you are a CSIA Certified Chimney Sweep, NFI Certified (Gas, Wood or Pellet) Specialist, FIRE Certified Inspector, etc., the NFPA 211 standard regarding inspection procedures, is a mainstay of the overall program you have tested to and is the inspection standard we are all measured by. CSIA’s “Successful Chimney Sweeping” alone repeatedly refers to the recommendation of performing the inspection level required by NFPA 211. In closing, if this subject has raised a red flag concerning your company’s current standard operating procedures regarding customer communication and documentation; please invest in educating yourself and your employees with this knowledge. As an association dedicated to the success of chimney sweeps, the NCSG will continue to host educational opportunities at our annual convention and, through the tradeshow, expose you the tools needed to perform at the required level. About the author: Randy Brooks is the President of Brooks Chimney Sweeping in Ojai, CA. He is CSIA Certified Chimney Sweep #2580, FIRE Certified Inspector #007, NFI Gas and WoodBurning Specialist, #133851 and is a California State Licensed Contractor. Brooks is also past-President of the National Chimney Sweep Guild and the Chimney Safety Institute of America. He currently sits as a director of the Chimney Safety Institute of America and is a member of the NCSG Technical Advisory Committee. He can be reached at (317) 203-0088 x5.

JUNE 11 SWEEPING 21

2010 – 2011 Sweeps Advantage Coupon Program Featured Coupons of the Month Look for the 2010 – 2011 coupon offers in the “Members Only” section of the NCSG website at www.NCSG.org. Here you will find information necessary to redeem these coupon offers and others from these participating vendors: AHRENS Chimney Technique • AirJet, Division of Continental Industries • Copperfield Chimney Supply • Duct Cleaners’ Supply • Dynacote LLC • Earthcore Industries, LLC • Eclipse Distributing • Enervex, Inc.(formerly Exhausto) • Firesafe Industries • Golden Flue, Inc. • Hearth Classics • Lindemann Chimney Supply • MC Refractory Inc. • Matters of the Hearth • Meyer Machine & Equipment • Morso • National Chimney Supply • Olympia Chimney Supply • Peke Safety • RLH Industries, Inc. • Rutland Products • SaverSystems • Smoktite LLC • The Chimney Sweep News (SNEWS) • U.S. Fireplace Products, Inc. • Ventech Industries, Inc. • Wakefield Brush • Wohler USA, Inc. • Z-Flex.

These are just a few of the many offers available to you as a member of the National Chimney Sweep Guild. Visit www.NCSG.org to learn more and to start saving!

SAVE Up to $ 42.60

10% off Your First PowerCap Lite or PowerCap Lite with Impact Protection System

SAVE Up to $ 53.50

10% Off Your first Jetstream Switch and Go – or -Jetstream Switch and Go with Gas/Vapor Protection Filter

SAVE Up to $ 5.00

10% OFF Your First Set of Replacement filters for PowerCap, PowerCap Lite, or Jetstream Switch and Go Respirators

SMOKETITE LLC

SAVE Up to $89

One FREE pail of Smoketite with the purchase of a complete Smoketite System

VENTECH INDUSTRIES, INC.

SAVE Up to $ 2,760

PEKE SAFETY

SAVE Up to $ 25

FREE Your Choice of a Promotional Item or a Hand Tool (Specific items listed on coupon)

SAVE Up to $125

FREE “Whirling Witches Broom” Smoke Chamber Cleaning Kit OR Econospin Dryer Vent Cleaning System

WAKEFIELD BRUSH

RLH INDUSTRIES, INC

SAVE Up to $ 5

FREE Your Choice of One 25 PAK of Promotional Postcards OR One Wisk Duo (Specific items listed on coupon)

SAVE Up to $10

FREE Your Choice of One 50 PAK of Promotional Matchbooks OR One Hand Brush (Specific items listed on coupon)

SAVE Up to $ 149

Buy one(1) 6” x 25’ or 6” x 30’ coil of CHIM-FLEX® 316L stainless steel chimney liner and receive one (1) same size c oil for half price! That’s only $7.46 per foot!

SAVE Up to $899

Buy Four (4) Stainless Steel liner kits and receive One (1) FREE of equal or lesser value

SAVE Up to $500

Buy Four (4) Flexible Oil Vent Connector Kits and receive One (1) FREE of equal or lesser value

Z-FLEX

22 SWEEPING JUNE 11

12 free Thermocrete CFS with a THERMOCRETE RESIDENTIAL DEALERSHIP, or THERMOCRETE COMMERCIAL DEALERSHIPS with On-the-Job Support and 24 FREE CFS!

Progressive Perks

BY DEBBIE CORNELIUS MEMBERSHIP DEVELOPMENT COORDINATOR

Every Day Easy Shopping Made Easier National Chimney Sweep Guild is pleased to introduce the new Staples Business Advantage office supply program for all NCSG members (company owners and their employees). You will receive unbelievable prices AND your order can be delivered right to your door! The NCSG Staples Business Advantage program provides: • Fast and Easy internet ordering. • Reduced Costs and Overall Savings with a total program including: - Printing – customized website providing exclusive items (letterhead, business cards, notepads and stationery). - Restroom and cleaning supplies – chemicals, cleaning

tools, first aid and break room items. - Promotional products that communicate your logo or message. - Family of catalogs – includes office supplies, furniture, promotional products, printing, business machines, janitorial and technology products. • FREE Next day delivery for orders over $50 • Additional 7 percent off all orders over $150 • Dedicated Account Manager responsible for the needs of each NCSG member. To find out more about this program and how to get started go to the Members Only section at www.NCSG.org. Find out how you can offer this to your employees as an employee benefit too!

NCSG Innovation 2012 Buena Vista Palace • Orlando • February 15-18

Orlando is the place to be for NCSG Innovation 2012! Plan NOW to be there February 15-18 for another great year of national-caliber chimney education and professional networking.

RESERVATIONS AT THE BUENA VISTA PALACE ARE NOW OPEN!

Call (866) 397-6516 and mention that you’re with NCSG or visit www.NCSG.org to lock in rates starting at $139/night. Note: There is an additional $10.95 daily resort fee which includes free wi-fi access and parking during your stay. If your family perked up a little when they heard the word “Orlando”, we’ve got you covered. Our group rate runs February 9-22, so you can sneak in a few days before or after the convention for some time with the world’s most famous mouse or exploring any number of Orlando’s exciting destinations. All eyes (and ears) on chimneys for NCSG Innovation 2012 in Orlando, February 15-18!

JUNE 11 SWEEPING 23

Meet a Member Mark Ferraiolo of Home Saver Chimney Sweeps & Lightning Protection in Catawissa, PA I own and operate Home Saver Chimney Sweeps & Lightning Protection, LLC in Catawissa, PA. In addition to chimney maintenance, we also sell, service and install wood and gas burning appliances. And as the name implies, we also sell and install custom designed Lightning Protection Systems. I’ve been in business since June 2009.

1. How did you get into the business? I was unexpectedly forced into early retirement from a corporate job at age 50. My brother Ken had purchased Weller’s Chimney Sweeps & Lightning Protection, a well established company several years prior to my retirement after the original owner had passed away. Ken learned the trade while working for Weller’s during the busy seasons in addition to his full time job. When he took over the company, I helped him on weekends for several years in addition to my (then) full time job which is how I learned the trade. Finding myself without a job at 50 yrs old and needing to continue providing for my family for many years to come, I decided to start my own sweep company after a quick search of the area I now serve showed little or no competition in this field. Ken and I live in different counties and do not compete with each other. In fact when one of us takes a call in an area we do not serve we often refer work to each other. We have a gentleman’s agreement on territory boundaries which works out quite well.

3. What do you like most about the business? The least? Some of the things I like most are the uniqueness of the trade, the feeling of accomplishment, working outside, setting my own hours and being able to help my customers solve a problem they could not solve themselves. The thing I like the least is calling my previous customers to see if they want to re-schedule for their annual cleaning. I know it’s necessary, normal and something most of them expect me to do, but I always end up feeling like I’m begging for work.

2. What do you know now that you wish you knew when you started out? What kind of advertising works and what doesn’t. I’ve wasted a lot of money on some things that just didn’t work for me.

5. “I still can’t quite get the hang of. . .” Dealing with the “dead zone” right after the “busy season”.

24 SWEEPING JUNE 11

4. What three accomplishments are you most proud of? Being happily married to my wife Lori for 27 years and the fact that our marriage has produced two wonderful children, Michael and Holly, that we are very proud of. I am also proud that I was able to get a brand new business off the ground and profitable in its first year.

6. What was your high school/college nickname? I had several….none of which I’d care to repeat… lol!

7. Who/what is your major influence? The “who” would be the men in my life (my dad, uncles, grandfather, etc.) who believed in the old-fashioned work ethic….”hard work and character = success”. The “what” would be the constant desire to better myself as a person and to build a successful, enduring business with a great reputation. 8. How do you recharge after a long day/week/month? My wife and I enjoy motorcycle riding and ride as often as we can. I know of no better way to unwind. I also play the drums and that’s quite a stress reliever!

11. The only thing you know for sure about this business is? As long as there are chimneys, there’ll be a need for chimney sweeps! 12. What one question would you like us to ask an NCSG member? How can we get the population at large to realize the importance of the service we sweeps offer? Even with all of the chimney fires every year, they still don’t seem to get it.

9. What is your favorite quote, if you have one? The harder you work, the luckier you get. 10. If you could invite three people to dinner, living or dead, who would you invite and why? My grandparents. They all died when I was too young and immature to be able to appreciate them and all their worldly wisdom. I’d love to have the chance to engage them in meaningful conversation now that I am an adult.

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NewNCSG Members

NCSG REGIONS

REGION 2 NEW JERSEY Sul Lita • AAA Reliable Inc. • Fairlawn

REGION 3 WEST VIRGINIA Gabriel Saville • Jim-N-I Chimney Service • Augusta

REGION 1 REGION 4

ILLINOIS Gary Pozzi • Pozzi Chimney Sweep • Hinckley

REGION 5

Connecticut, Vermont, Massachusetts, New York, Maine, Rhode Island, New Hampshire

REGION 2 Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania

TEXAS Matthew Young • Young, Matthew • San Angelo NEW MEXICO Justin Bailey • Bailey’s Chimney Cleaning & Repair • El Prado

REGION 6 CALIFORNIA Hubert Burk • A-1 Stoves, Chimneys & Awnings • Grass Valley WASHINGTON Colton Boddy • B & B Enterprises • Port Angeles

REGION 3 Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia

REGION 4 Illinois, Indiana, Kentucky, Michigan, Missouri, Ohio

REGION 5

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 JUNE 11

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

On the Road, Off the Phone

ACROSS 4. D rivers talking on their cell phone do not see up to ______% of the driving environment. 5. The brain suffers from______ blindness when a driver engages in two activities that require a great amount of mental focus. 6. N early one in ______crashes are estimated to involve cell phone use. 8. As it switches its focus and attention back and forth, the ______ loses its ability to process all the eyes see so only a portion of the information is captured. 9. At any given moment, 0.6% of drivers are visibly manipulating handheld devices while 9% of drivers are ______on phones. 11. I f you need to use your cell phone, pull over to a safe location and put your vehicle in ______. 12. C hange your ______ greeting to indicate you might be driving and will call back when safely parked. 14. P assengers are a safety ______ for adult drivers as they act as an extra set of eyes. 16. D etermining contributing factors for motor vehicle crash data is a challenge because not all ______ reports capture that data. 17. 5 7% of drivers recognize that talking on cell phones is a very ______ threat to their personal safety. 18. Turning your phone on ______ is a good way to avoid using your cell phone while driving. 19. I f you are a passenger and the driver wants to use a cell phone, tell the driver you are ______ with his or her cell phone use.

DOWN 1. Cell phone use while driving is a ______, mechanical and cognitive distraction. 2. Lawmakers and the public seem to understand the visual and mechanical distractions caused by ______ behind the wheel. 3. ______ distractions, such as a phone conversation, often last much longer than visual or manual distractions. 6. 21% of crashes involve cell phone conversations (both hands-______ and handheld). 7. When driving, put your phone in your ______ or glove box. 10. Itâ&#x20AC;&#x2122;s important not to talk on the phone while driving to keep yourself and others ______. 13. Having your hands off the wheel is otherwise known as ______ distraction. 15. In 1995, cell phone subscriptions covered only ______% of the U.S. population. By 2010, that number grew to 93%. ÂŠ 2011 National Safety Council

JUNE 11 SWEEPING 27

Dates & Events

July 15, 2011 SaverSystems- Richmond IN HeatShield Installer Factory Training For more information call (800) 860-6327 x105 or email stuartk@ saversystems.com

June 20-24, 2011 Online Health & Safety Week For more information, please call (317) 837-5362 or visit www.CSIA.org/ safetyweek

July 18-20, 2011 CSIA Technology Center Chimney Physics For more information, please call (317) 837-5362 or visit www.CSIA.org

June 20-24, 2011 CSIA Technology Center Sweeps Week 2011 For more information, please call (864) 682-5422 or email ronb@sweepstuff.com or renee@sweepstuff.com

July 18-22, 2011 Online Health & Safety Week For more information, please call (317) 837-5362 or visit www.CSIA. org/safetyweek

June 25-26, 2011 Newmarket, NH NH Sweepfest For more information contact Phil Mitchell at (603) 659-7776 or sootski@aol.com

July 22, 2011 Fairfield, IA CSIA Certified Chimney Sweep Review & Exam For more information, please call (317) 837-5362 or visit www.CSIA.org

June 27- July 1, 2011 Online CSIA eLearning For more information, please call (317) 837-5362 or visit www.CSIA.org June 27-29, 2011 CSIA Technology Center Inspection & Report Writing For more information, please call (317) 837-5362 or visit www.CSIA.org June 27- July 1, 2011 CSIA (Online) Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org July 5, 6, &7, 2011 Online Codes & Standards Quizzes Available For more information, please call (317) 837-5362 or visit www.CSIA.org/quiz July 11, 2011 Reno, NV- GSCSG Meeting CSIA Certified Chimney Sweep Review & Exam For more information, please call (317) 837-5362 or visit www.CSIA.org

July 22, 2011 SaverSystems- Richmond, IN HeatShield Installer Factory Training For more information call (800) 860-6327 x105 or email stuartk@ saversystems.com July 22-24, 2011 Detroit, Michigan The Duct Cleaners’ Network 8th Annual Conference For more information, please call (800) 467-3878 or visit www. ductcleanersnetwork.org July 25-29, 2011 CSIA (Online) Lining Masonry Chimneys with Stainless Steel For more information, please call (317) 837-5362 or visit www.CSIA.org July 25-29, 2011 Online CSIA eLearning For more information, please call (317) 837-5362 or visit www.CSIA. org/quiz Please send notice of your events for NCSG Dates & Events listings at mmcmahon@ncsg.org for inclusion here, in weekly posts to the discussion list and online at www.NCSG.org/dates. The event must be considered educational or informative for the industry (sales events and open houses will not be listed).

July 11-15, 2011 CSIA Technology Center Installing and Troubleshooting Woodburning Appliances For more information, please call (317) 837-5362 or visit www.CSIA.org

July 12-14, 2011 Circus Circus- Reno, NV GSCSG 2011 Convention and Tradeshow For more information, please call (775) 328-9597 or visit www.cachimneysweepsguild.org

28 SWEEPING JUNE 11

Crossword Puzzle Answers

July 11-17, 2011 Online CSIA Certified Dryer Exhaust Technician Review For more information, call (317) 837-5362 or visit www.CSIA.org

DOWN 1. visual 2. texting 3. cognitive 6. free 7. trunk 10. safe 13. mechanical 15. eleven

July 11-17, 2011 Online CSIA Certified Chimney Sweep Review For more information, call (317) 837-5362 or visit www.CSIA.org

ACROSS 4. fifty 5. inattention 6. four 8. brain 9. talking 11. park 12. voicemail 14. benefit 16. police 17. serious 18. silent 19. uncomfortable

June 26 & 27 Collingwood, ON CANADA HPBAC Onatario 2011’s Fireside Symposium For more information please visit www.hpbacontario.ca

Perspective

BY MARK MCSWEENEY EXECUTIVE DIRECTOR

Save the Shoes “Not every day is going to offer us a chance to save somebody’s life, but every day offers us an opportunity to affect one.” -Mark Bezos, volunteer firefighter

few years ago, business consultant Joseph Pine delivered a presentation to a TED conference in which he described the evolution of our economy. I’m not going to quote him exactly as it would be rather lengthy, but if you follow me as I paraphrase his comments I think you’ll agree that his progression still applies to successful companies in our industry today. In the beginning, were basic commodities that were grown and extracted from the ground and then sold in the marketplace. As an example, consider coffee. Relative to a commodity-based economy, coffee beans sell for, give or take, 3¢ per cup. Next in our development, the industrious among us took those commodities and began manufacturing goods from them and then sold those goods in the marketplace. Relative to a goods-based economy, those coffee beans are ground up, packaged and sold for 5-10¢ per cup by the good folks at Folgers and Maxwell House so that people like you and me can filter hot water through them and fill our mornings with the acquired taste of caffeinated goodness. From there, those goods became customized wherein someone would further process the goods in order to provide a convenient service to the end user. In this service-based economy a hot cup of coffee can be sold in any diner or convenience shop for roughly $1.00 per cup.

Over the past 20 years or so, those services themselves have become customized thereby creating a more authentic “experience” for the consumer. Today in our experience-based economy you can go into a Starbucks, Seattle’s Best, or your favorite local coffee house and pay $5.00 for a cup of joe. Now maybe most of us don’t have convenient access to the optimal climate for growing our own coffee beans, but the vast majority of us certainly have the capability and means to relatively easily brew our own. In fact, for Christmas my wife and I received a Keurig coffeemaker that brews a variety of great coffee, one perfect cup at a time, and there’s little to nothing to clean up! So what is it that makes us as consumers jump from paying 10¢ to paying $5.00 for a cup of java? The coffee snobs of the world may vehemently argue taste and quality, but those are admittedly relative terms. Going from 10¢ at home to $1.00 at the corner gas station is arguably simple convenience, but moving up to the $5.00 level is what Joseph Pine describes as a clear example of the consumers’ want for an authentic experience in the modern experience-driven economy. Talking to and hearing from many of you in the field, you have expressed challenges with selling your respective cup of coffee to the consumers. If your competition is bringing a similar level of expertise and competence to the job – and let’s face it, that is the perception of the average homeowner – why would the customer pay more for your service than they would for some other sweep in town? JUNE 11 SWEEPING 29

In the modern economy, perhaps the answer is the “experience” a homeowner receives with you and your company. Are you on time? Are you clean? Are you friendly? Do you communicate clearly? Do you provide clear documentation to your customers? Do you throw in additional services? What do you do that entices your customer to invite you back next year instead of simply calling someone else who might be available? It truly is the little things that can make the biggest difference. It doesn’t take a lot of money or resources, rather merely the desire to be present in every contact and relationship and the intention to create an authentic experience for whoever has the opportunity to do business or interact with you. There are countless examples throughout the industry of successful sweeps who have found creative ways to achieve this type of authenticity. A great resource for ideas is the NCSG member discussion list. If you are not subscribed I encourage you to contact Megan in our office at mmcmahon@ncsg. org and she will be happy to get you taken care of. Even the most seasoned sweeps frequently comment about the nuggets they glean from their peers on the list. For those of you who have made mistakes along the way – be they customer service, general business, technical or personal – that have shaken your confidence, dust yourself off and get back in the game. Who among us hasn’t been down that road? Oscar Wilde once wrote, “Experience is simply the name we give our mistakes.” Shortly before last month’s Indy 500, my local Rotary club had the

privilege of having racing legend Derek Daly spend the morning with us. Those of you who are open-wheel racing fans will recognize the name and may remember a near fatal crash he had in Michigan in 1984. He tells the story of his heavily shaken confidence as he recovered from massive injuries in the hospital. As fate would have it, lying in the other bed in his hospital room was Rick Mears, another racing legend who had been badly injured in a very similar crash just two weeks earlier. He asked Rick how he could even think about getting back in a car after his experience, to which Rick confidently responded, “I don’t want that accident to be the legacy I leave on the sport that I love.” Rick Mears went on to win his third and fourth Indy 500 races and Derek Daly twice won the Sebring 12hour endurance race after their respective accidents. Don’t let past mistakes take you out of the game. I referenced “TED” earlier. If you are not familiar with TED. com I highly encourage you to check it out. TED (which stands for Technology, Entertainment, Design), whose tag line is “Ideas Worth Sharing,” is a not-for-profit which provides a website full of inspirational talks about an incredibly vast array of topics from business to technical to political to environmental to pure human interest. One particular talk I enjoyed was by New York volunteer firefighter Mark Bezos. He tells the story of his first fire when he was one of the first volunteers to arrive on the scene of a burning home. The volunteer who arrived just moments before him was asked to go into the house to save the homeowner’s dog. Mark was then asked to go in on a far less glamorous detail and bring her out a pair of shoes. As he came back out triumphantly with her shoes, the homeowner was not surprisingly much more excited about the safe return of her pet. However, a couple of weeks later the homeowner sent the fire department a letter thanking them for their collective efforts on her behalf, and the one specific act of kindness that she referenced above all others was that someone had even gotten her a pair of shoes.

Lennox Hearth Products Distributor Specializing in Factory Replacement Parts, Refractory Kits and panels for the Lennox Hearth family of Fireplaces & Stoves

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The moral of the story? Little things clearly do make a difference. What you do as a chimney sweep clearly makes a difference. Don’t let past obstacles bring you down because what you do is far too important and the world needs you. Find your authenticity and give it everything you’ve got. Keep searching for that opportunity each day to make even the most subtle of impacts on your customers’ lives because ultimately the simple things do matter. As firefighter Bezos would say, “Save the shoes!” Until next time I wish you every success!

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 was venting a woodstove. Submitted by Jeremy at Wakefield Fireplace and Grills in Wakefield, RI

Display Ad Index Page #

Advertiser

Phone

Email or Website Address

Ahrens Chimney Technique

800-582-1392

ahrenschimney@qwestoffice.net

Barnhill Chimney Company

859-219-8736

www.barnhillchimney.com

Chimney Safety Institute of America

317-837-5362

www.csia.org

IBC

Chimney Safety Institute of America

317-837-5362

www.csia.org

Cobra Chimney Caps, Inc.

503-463-0636

www.cobrachimneycaps.com

Communications Network Inc

800-875-8118

tkemper@comnetmessage.com

7 DuraVent

800-835-4429

www.duravent.com

ENERVEX (formerly EXHAUSTO)

800-255-2923

www.chimneyfans.com

Firesafe Industries, Inc.

800-545-6607

www.firesafeinc.com

Golden Flue, Inc.

800-468-1052

www.goldenflue.com

Hose Master

800-221-2319

bobdaniels@hosemaster.com

Lifetime Chimney Supply LLC

877-234-7473

www.lifetimechimneysupply.com

Lindemann Chimney Supply

800-722-7230

www.lindemannchimney.com

National Chimney Supply

800-897-8481

www.nationalchimneysupply.com

Olympia Chimney Supply

800-569-1425

www.olympiachimney.com

Sand Hill Wholesale

800-258-5496

www.sandhillwholesale.com

Secor-Beckwith, LLC

641-472-7643

chimneydatasystem@gmail.com

Specialty Supply Company

800-331-9234

www.specialtysupplyco.com

IFC

U.S. EPA

www.epa.gov/burnwise

U.S. Fireplace Products Inc.

888-290-8181

www.usfireplaceproducts.com

800-335-2534

www.whitecaps.com

3 Whitecaps

JUNE 11 SWEEPING 31

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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.

CHIMNEY SAFETY INSTITUTE OF AMERICA Just minutes southwest of the Indianapolis International Airport, the CSIA Technology Center is located at 2155 Commercial Drive, Plainfield, IN 46168. CONTINUING EDUCATION AT THE TECHNOLOGY CENTER April 11 – April 16 - National Chimney Sweep Training School Fundamentals of sweeping and inspection of chimney systems, equipment operation, health and safety considerations and step-bystep instruction in codes, clearances, standards and practices. CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T May 16-20 - Installing & Troubleshooting Gas Hearth Appliances Appliance standards, combustion requirements, pipe sizing, installation, troubleshooting, carbon monoxide testing and fuel conversion. NFI exam included! CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T June13-18 - National Chimney Sweep Training School Fundamentals of sweeping and inspection of chimney systems, equipment operation, health and safety considerations and stepby-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 June 27-29 - Inspection & Report Writing Designed to enhance your inspection process. During this session, our instructors will concentrate on helping you build the narrative-style reports your customers demand. CCS CEUs: 8-T, 8 C&S NFI CEUs: 16 T July 11 - 15 - Installing & Troubleshooting Woodburning Hearth Appliances Energy efficiency, appliance selection and sizing, installation of woodburning fireplaces and stoves, system operation, maintenance and troubleshooting. NFI exam included! CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T July 18-20 - Chimney Physics 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. CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T August 1-6 - National Chimney Sweep Training School Fundamentals of sweeping and inspection of chimney systems, equipment operation, health and safety considerations and stepby-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 September 19-24 - National Chimney Sweep Training School Fundamentals of sweeping and inspection of chimney systems, equipment operation, health and safety considerations and step-bystep instruction in codes, clearances, standards and practices. CCS CEUs: 4 T, 4 C&S, 4 C&L, 4 H&S NFI CEUs: 16 T Schedule subject to Change. Please contact CSIA prior to making travel arrangements. This institution is regulated by: The Indiana Commission on Proprietary Education, 302 W Washington St, Room E201, Indianapolis, IN 46204 Accreditation contact IN Toll Free 1(800) 227-5695 or (317) 232-1320.

Visit www.CSIA.org or call 317-837-5362.

When earning a new CSIA Certified Chimney Sweep® credential, candidates are required to:

□ Attend an online or in-person review session. □ Pass a closed-book exam based on Successful Chimney Sweeping (2009) and NFPA 211 □ Pass an openbook exam based on the 2006 International Residential Code. □ Agree to pay the Annual Certification Fee. □ Sign CSIA Code of Ethics.

Check out CSIA’s New Online Education at www.CSIA.org! IN-PERSON REVIEW & EXAM SESSIONS Single Day Review Followed by Two Certification Exams

January 21- LaCrosse, WI Sponsored by Wisconsin Guild of Chimney Service Specialists February 8 - Hartford, CT NCSG Convention March 4 - CSIA Tech Center March 4 - Salt Lake City, UT HBP Expo April 8 - Tallahassee, FL May 6 - CSIA Tech Center May 13 - Baltimore, MD June 10 - Richmond, VA July 11 - California GSCSG Convention July 22 - Fairfield, IA August 26 - Nashville, TN September 9 - CSIA Tech Center September 9 - Atlantic City, NJ October 21 - Albany, NY November 4 - CSIA Tech Center

CDET DRYER VENTS

Single Day Review Followed by the Certification Exam

February 8 - Hartford, CT NCSG Convention April 9 - Tallahassee, FL May 13 - Oregon September 8-CSIA Tech Center Effective 9/17/10

National Chimney Sweep Guild 2155 Commercial Drive Plainfield, IN 46168

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