October 2012 by National Chimney Sweep Guild

com

NCSG Innovation 2013 Convention and Trade Show

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October 2012 Volume 36 #9

Table of Contents Features 15 Business Valuation? How About Life Valuation?

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17 The Feedback Loop 18 The Financial Impact of Customer Service 28 Refer New Members and Be Rewarded

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Departments 3 Moving Forward 6 Editor’s Letter 8 Industry Watch 10 Technical Q&A 12 The Coach’s Corner P.29

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.

14 Chimney Sense 25 Progressive Perks 26 New NCSG Members 27 Sweeps Advantage Coupons

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).

29 Perspective

POSTMASTER: Send address changes to: Sweeping: The Journal of Chimney and Venting Technology National Chimney Sweep Guild 2155 Commercial Drive Plainfield, IN 46168

32 Classifieds

31 Darwin Awards 31 Ad Index

32 Dates & Events OCTOBER 12 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

Technical Advisory Council Dennis Dobbs (256) 845-9814 info@fireplaceservicescenter.com

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

Membership Bob Ferrari (530) 221-3331 bob@flueseason.com

Public Awareness Task Force Rob Lindemann (847) 918-7994 Rob@lindemannchimney.com

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 Technical Advisory Council Chair Installation or Service of Direct Vent Gas Appliances 317-203-0088 x: 1 Chris Prior Masonry Construction and Restoration and Priorfire Fireboxes 317-203-0088 x: 2 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@indy.rr.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. © 2012 National Chimney Sweep Guild, 2155 Commercial Drive, Plainfield, IN 46168 (317) 837-1500

2 SWEEPING OCTOBER 12

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 Jeremy Biswell (913) 236-7141 • fluesbrothers@yahoo.com Region 1 Phil Mitchell (603) 659-7776 • sootski@aol.com 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

write this after a long day working in and on my local business here in North Florida. My typical work day begins with my list of priorities that I wrote down at the end of the day before and re-prioritizing and adding to the list. Today was not like any other, other than, trying to fight off this nagging third day of flu bug and congestion. Yes – Calling the Doctor and getting some antibiotics was high on my list and a must today. For many of you, the fall autumn weather has arrived, and along with that - the phones are ringing, the trucks are rolling, and your inspection and sweep services are in high demand. The change of seasons brings all of us some expected change in our businesses and lives. It affects our work load, stress levels and our bottom line. While many veteran business owners will take the busier season in stride and welcome the schedule being full, others will look forward to seeing the long time clients and those families you have known for quite a while.

numbers and the more companies NCSG has on board taking the high road, the more your own self-worth increases. I recently have been involved with two entities which involve members, budgets, staff and organizations. The first entity only had one CEO that ran everything and expected its membership to grow just by faith. The second entity I am involved with has a budget, delegated job positions, staff and involves the members with SWOT analysis to examine itself and set goals. Which would you prefer to be involved with? My hopes are the latter. NCSG does all of this business building analysis and is always seeks to meet the ever-coming trends and advances that businesses and our industry undertakes.

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NCSG board of Directors, staff and committee chairs are working diligently toward the goals we set back last May to our long term plan and budgets have been set this past July. As an expansion of our MemberGet- A- Member program, NCSG has just launched a new Referral Rewards program for state guilds and associations to benefit while helping grow the membership of NCSG. Remember, there is power with

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During this busy season, take time to make a special place for your needed implementations in your business. Take a special notebook or digital document and get serious. Set a date and time to start your implementation. Remember, as Zig Ziglar said long ago, “If you have no target, you’ll miss every time”.

OCTOBER 12 SWEEPING 3

Free Freight!

Last year at this time I commented on the honor of being President to hosting the first European Chimney Sweep Federation Organization technical meeting. This year, I will represent NCSG in Austria for the political meeting of the ESHCFOE congress. This ongoing networking with our European chimney sweep leaders is to be taken seriously. Sure, friendships are formed, but the most important part is to identify goals and timelines to implement the ideas we bring home from these meetings. My hopes are that NCSG members will attend the NCSG Innovation 2013 convention and trade show in Branson, Missouri See you there in April 2013! As always, Sweeps Luck to you and your family, and God Bless.

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Industry Watch Lindemann Chimney Supply Expanding in the Midwest Lindemann Chimney Supply’s Lake Bluff, Illinois location has moved to bigger and better quarters. The new warehouse location will be located in Lake Bluff at 110 Albrecht Drive. This is just off of Highway 43, otherwise known as North Waukegan Road, which is just a few miles off Interstate 94. “We have outgrown our space which is a good problem to have, stated Rob Lindemann, CEO. Since this location houses our service company, Lindemann Chimney Service as well as our Midwest supply location, we needed expansion room to stay on track with our goals. During the time we have been in our old office we have quadrupled our sweep base and tripled our office staff. Our warehouse has been undersized for some time so this new space was greatly needed.” This new warehouse features a large, open warehouse space with two loading docks and one drive up bay for customer pickup. Company President Jeff Wiles has this to say “I’m excited about this expansion. We have seen excellent growth in the Midwest and this location allows us to continue to expand, offer more products and to serve our customers better”. The new Lake Bluff location will still retain the same toll-free number (800-722-7230). Here is their new location information and local phone numbers:

Lindemann Chimney Supply 110 Albrecht Drive Lake Bluff, IL 60044 Toll-free: 800-722-7230 Local phone: 847-549-7994 Fax: 847-549-7995 www.lindemannchimney.com 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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OCTOBER 12 SWEEPING 5

Editor’s Letter

MELISSA HEEKE, CAE NCSG DIRECTOR OF COMMUNICATIONS

ave you ever heard of a spark list? It’s like a parking lot for your ideas that you don’t want to lose, but you aren’t able to act on right now. It’s October. Let’s face it, if you’re a single owner-operator, you likely aren’t going to be ordering new uniform shirts for yourself unless you really really need them. You know what you’d like to order when you have a minute. They’re nothing like your usual black t-shirt. Add it to your spark list! Your spark list can be something as simple as a clean notebook or a new word document (if you’re in the office). The catch is your ideas are the only things allowed on that list. No to-dos. Just ideas. There’s something freeing about knowing that you’ve captured that idea, too. Have a great idea for a new service to add next Spring? Add it to your spark list. How about a phrase you heard that you’d like to work into your marketing? Spark list.

6 SWEEPING OCTOBER 12

Maybe a unique idea that you’ve pulled from a service company in another industry? Spark list it. Then, when you need that spark of inspiration, pull out your list. Sitting down for your annual strategy session with your board of advisors (be it your spouse or your MIX group or something in between)? THIS is the stuff that will spark your creativity and will give you great new ideas for your next move. This isn’t a to-do list, but it can be. There’s something freeing about knowing that you’ve captured that idea, too. Can you combine a couple of your sparks into something that will really get you moving on a day when you really just want to stay inside? Catch your breath. Grab a clean notebook. Start catching those ideas for a future spark of inspiration! All the best this season,

All Flexible Smooth-N-Lite™ Liner Is Not Created Equal. HomeSaver®

When It Comes to Chimney Liners, Hose Master Invented the Wheel. Almost 50 years ago, Sam Foti, Hose Master’s Meet Sam Foti. Hose Master C.E.O., engineer and innovator. C.E.O., redesigned interlocked machine Intechnology. His innovations are still the core of 1964, Sam got involved with interlocked products. Identifying the problems associated with manufacturing the hose, Sam manufacturing flexible chimney liner today.

redesigned the tooling and machinery to not only produce a consistent interlocked hose, but to also speed-up the production. Today, the results of Sam's ingenuity is the technology used throughout the industry in the production of interlocked products. His designs not only changed the way that stripwound hose is made, but the way that it is used and perceived in the industry. • 25 years ago, Sam invented RectangleFlex, OvalFlex, and Dial-A-Flex technology

HeavyFlex 1964

Redesigned Interlocked Machine Technology

Innovations are still the core of manufacturing flexible chimney liner today. • 15 years ago, Sam invented UltraPro - the only patented roll-lock design, light-weight 1983 HeavyFlex liner with extreme flexibility and crush Invented RectangleFlex, OvalFlex, resistance and Dial-A-Flex technology.

Fills the Smoothwall NicheIt. Let Us Prove

Copperfield keeps turning the wheel with HomeSaver’s new Now smoothwall liner doesn't have to be stiff and clumsy. Because HomeSaver's new Smooth-NSmooth-N-Lite liner. Smooth-N-Lite takes away the stiffness and Lite gives you "smooth" without the headache. Nestling right into HomeSaver's famous family of clumsiness normally associated with smoothwall liner - it gives you UltraPro, Pro, RoundFlex, RectangleFlex, OvalFlex and Dial-A-Flex liners, our new .010" Smooth-N“smooth” with no headache. Nestling into HomeSaver’s famous family Lite gives you the superior weight, flexibility and strength you need for smooth liner applications. · · · · · · · ·

of UltraPro, Pro, RoundFlex, RectangleFlex, OvalFlex and Dial-A-Flex, Copperfield’s new Smooth-N-Lite gives you the superior weight, flexibility and strength you need for smooth liner applications. 5"-8" Diameters Light .010 stainless strip Available in 304 and 316 stainless steel alloys Interlocked seams areSmooth-N-Lite easy to flex • Your choice - 304 or 316 stainless steel coils, 5” - 8” diameters Smooth inner wall • Interlocked seams are easy to flex Crush resistant • Smooth inner wall • Crush resistant No memory • Ideal for smoothwall applications Ideal for smoothwall application

NEW

• Available in round, oval, or rectangle

UltraPro

2000 Pro & UltraPro Smooth-N-Lite

HeavyFlex

6" × 25'

• Your choice - 304 or 316 stainless steel coils • Interlocked seams are easy to flex (304-Alloy) • Smooth inner wall • Highly crush resistant 86 • Ideal for fireplace relines • Available in round, oval, rectangle, or Dial-A-Flex

WIth ShIppINg

$367

Invented UltraPro - the only • Today, Sam has designed Smooth-N-Lite -

patented roll-lock design, the light interlocked liner for smoothwall light-weight liner with extreme applications. flexibility and crush resistance.

2012

Smooth-N-Lite

Today, Sam has designed Smooth-N-Lite the light interlocked liner for smoothwall applications. Manufactured on the same machine technology he invented in 1964.

~Free Freight...

UltraPro

• On orders of $1800 or more • 65’ of liner, liner and• Patented roll lock seam design for easy flexibility components ship free• Large bend range • Steep corrugation slope - resulting in high crush resistance • Ideally suited for for both straight and multiple bend relines • Uncoils easily, right out of the box

... and now he invented

Smooth-N-Lite

... Now We Have It All. Manufactured by Hose Master Exclusively For

Speed, Service, Selection

OCTOBER 12 SWEEPING 9

Copperfield Chimney Supply 800.247.3305 • www.copperfield.com Technical: 800-246-1926 Support: 800-247-3305

All Flexible Smooth-N-Lite™ Liner Is Not Created Equal. HomeSaver®

HeavyFlex 1964

Redesigned Interlocked Machine Technology

Fills the Smoothwall NicheIt. Let Us Prove

NEW

• Available in round, oval, or rectangle

UltraPro

2000 Pro & UltraPro Smooth-N-Lite

HeavyFlex

6" × 25'

WIth ShIppINg

$367

Invented UltraPro - the only • Today, Sam has designed Smooth-N-Lite -

patented roll-lock design, the light interlocked liner for smoothwall light-weight liner with extreme applications. flexibility and crush resistance.

2012

Smooth-N-Lite

Today, Sam has designed Smooth-N-Lite the light interlocked liner for smoothwall applications. Manufactured on the same machine technology he invented in 1964.

~Free Freight...

UltraPro

... and now he invented

Smooth-N-Lite

... Now We Have It All. Manufactured by Hose Master Exclusively For

Speed, Service, Selection

OCTOBER 12 SWEEPING 9

Copperfield Chimney Supply 800.247.3305 • www.copperfield.com Technical: 800-246-1926 Support: 800-247-3305

Technical Q&A

I am always leary about my ladder splipping out from beneath me. Any suggestions for making my ladder more stable?

I love flat pry bars. They can be hammered as stakes in the ground to keep your ladder from slipping on wet grass. Flat pry bars also work well on wooden decks as you can see in the photos below. Here are a few more tips developed through the Construction Roundtable of OSHA’s Alliance Program: • Position a ladder carefully to prevent slipping. • W here slipping is likely, tie off or have someone hold the ladder in position. • D o not use a ladder for anything other than its stated purpose. • D o not use boxes, barrels, or other objects to raise a ladder higher. • D o not place ladders in front of doors opening toward the ladder unless the door is blocked, locked, or guarded. • P osition the base of an extension or straight ladder one foot away from the wall for every four feet of the ladder’s length from the support point to the surface (see figure). • B efore climbing onto a roof using an extension ladder, be sure the ladder extends three feet beyond the roof line (see figure) • Never overextend an extension ladder. • Read and follow all instructions on the ladder. Look for More Resources and Downloads in the Members Only section at www.NCSG.org for more ladder safety information.

10 SWEEPING OCTOBER 12

DENNIS DOBBS, NCSG TECHNICAL ADVISORY CHAIR

The NEW Smoothwall Chimney Liner that has the Perfect Combination of Weight, Ruggedness & Flexibility! No memory & very ﬂexible Smooth Interior n One liner, multiple applications n Available ovalized & coiled n n

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w w w.olympiachimney.com • Phone: 1-800-569-1425

The

Coach’s Corner

BY JERRY ISENHOUR OF CHIMNEY & VENTING CONSULTANTS IN CONCORD, NC

Think Like The Customer

ave you ever known a successful fisherman or hunter, one that could thoroughly enjoy his pursuit and always comes back with his catch or trophy? This successful sportsman, in pursuing these two endeavors, does something truly unique. He makes use of his knowledge of the feeding habits, the waking hours and the habitual movements of the object of his pursuit. Through research and observation of the prey and using proven techniques from others, he learns to think like his prey. In business, it is no different. Successful business operation and growth requires management directed by a thought process like a trophy seeker. Success requires us to think like the customer. Inability or unwillingness to think like the customer is often a major factor in why business owners fail to achieve maximum success. They simply cannot wrap their minds around how the client perceives their business, their service or their product. The view of the forest is quite simply blocked by the trees. So how do you think like the customer? To start with, spend a few minutes considering how a client sees your business. Ask yourself, “If I were a customer, would I buy from me?” Search out each positive and each negative. Where are there areas that need work? This is not a fleeting glance. This has to be a very probing examination; and it is hard work! Prepare yourself to be confronted by a few sacred cows. The tendency will be to look for something big, but, in reality, you are looking for many small things. This can be a difficult task because we are so close to the business. But we can make it a bit easier by breaking it down into modules or small sections. Remember, the only way to eat an elephant is one bite at a time! Let’s start with marketing. Ask yourself if you use terms the consumer commonly understands. For instance, as chimney sweeps, we are familiar with terms such as damper, fire brick, flue, flue tile, chase, crown, etc. However, as we put together our marketing strategies, we need to take into account that the majority of our clients probably do not understand what we are talking about when we use this terminology.

12 SWEEPING OCTOBER 12

The damper in a fireplace is a good example. When asking a group of sweeps what the consumer commonly calls that door at the top of the fireplace that is opened and closed, the answer is the “flue” (if you are southern, it’s the “flute”). It’s easy to see how terms we use can actually confuse our clients. Another term the consumer may use for this is “My draft don’t open right” and any number of other terms. A confused consumer is often one that cannot complete or even start the buying process. The effect is we are forced to spend our time answering questions just because we did not use simple enough language in our presentation. Confusing our clients has a huge downside. It is apt to cause our clients to be hesitant or even unwilling to take the action needed to correct a chimney-related issue. It is helpful to anticipate where your customer may have the wrong words in their head and use descriptive phrases instead of industry terminology. And worst of all, they decide to continue shopping instead of making the buying decision! Don’t feel bad. These marketing issues are not just found with chimney service companies. Many other business face similar challenges. Instead of marketing to their customers, they unwittingly end up marketing to their competition. The competitor is really the one who sees the message, understands the marketing message and potential customers are left out in the cold to try to figure out what it all means. HMMMM do you think that is why over 90% of consumers in the USA (my unofficial numbers) are still confused about chimneys? Here’s a handy tool for working through this problem. Seek out advice from people who know nothing about your business. Form a focus group of acquaintances or (non-sweep) business contacts in your community and find out from them what would attract them to use your business. This is a common practice with large businesses and corporations. They test markets to get a feel for what the consumer thinks. The goal is to avoid the traps that happen when you make assumptions about your customer base rather than finding out how they really think. These traps cost money, energy and time. Quite honestly the business owner is just too close to the business to formulate the needed message. It is just the way it is. I know this is hard to believe but, chimney performance, maintenance and safety are not on the forefront of the consumer mind today.

However, it is much more than simply the marketing. It includes the marketing message, the phone scripting, the procedures your service crews follow, the way you follow up with quotes and reports. It is each and every way you communicate with the client. The simple paperwork you give on a job, such as the inspection results, is likely the most important part of the marketing process. THIS is what may well take your customer from a small expenditure to one that we would classify as a TROPHY! Doing this well is one of the things that separates the success stories from those that are missing the mark. It boils down to understanding what the consumer is looking for and then providing the “customer experience” they are seeking. What is the advice for this month? Stop for a minute and look at your business from the perspective of a prospective client. Ask yourself, “WOULD I DO BUSINESS WITH ME?” Look at your written communication with your customers; think about your conversations with them. WOULD YOU BUY FROM YOU? Would you be drawn as a customer to your business? Or are your competitors getting your trophies? I can guarantee that the folks who are selling to you are doing this.

In this free enterprise system, folks, this is a tool for success. Go for it with my best wishes for a successful fourth quarter of 2012. Apply yourself and remember the only person that can make that happen is the man in the mirror. It is all up to you! The ball is in your court! Just remember one of the important things about the trophy hunter or fisherman experience. HE ENJOYS HIS PURSUIT! He shows other’s his trophies with pride, it was a pure joy for him to obtain them. Let’s make business and success fun! About the Author: Jerry Isenhour, an industry consultant, coach and educator, contributes this monthly article in Sweeping as a service to the industry. For more information about how Jerry and his team can assist you and your team in the journey to successfully rise to the next level with your business, 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. See Jerry’s weekly video business tips on his Facebook page Chimney & Venting Consultants.

OCTOBER 12 SWEEPING 13

Chimney Sense

DENNIS DOBBS, NCSG TECHNICAL ADVISORY CHAIR

Of Course I can Build You a Chimney!

e were recently called by someone who wanted us to install a chimney and wood stove in her back yard shop. After parking, the homeowner met me outside and we walked into the back yard shop to access the chimney and stove installation. After going over all the details and making sure we both understood what needed to be done so her shop could be nice and toasty, she asked me to take a look at the stack stone chimney at her house. She stated that the exterior was starting to crack. As I had pulled into their driveway, it was easy to see that their brick home had recently been remodeled and there was a newly-constructed stack stone chimney on the exterior wall facing the drive. Immediately something odd had caught my eye. My attention was drawn to the top of the chimney which appeared to have a black crown. Remembering this, I was more than happy to take a look. As we walked up to the chimney, a few other things appeared strange to me. The two-story chimney appeared too narrow and on top was a 13 x 13 chimney cap. I asked the homeowner if the fireplace and chimney was constructed with block and she said “Yes, up until this point.” She indicated right where the rock was cracking. I asked what material the rest of the chimney was constructed with and she replied, “Oh, the builder just framed it with 2 x 4s and plywood and insulated as you would the rest of the home. He done a good job. We were so proud we took pictures during construction.” Asking these questions not only helped with my understanding of the construction, but also helped the homeowner see the potential fire hazard. This chimney is now being torn down and rebuilt properly. What’s in your neighborhood?

14 SWEEPING OCTOBER 12

BY BRIAN NOE, CHFC®, CLTC

Business Valuation? How About Life Valuation?

t is imperative that you remain mentally, physically and financially strong and secure to continue to support your family and business. Let’s call this your life valuation.

program can help boost sales and cash flow. Perhaps an operations manager can help you achieve your goal. Would that entail implementing systems and training?

It seems to me that too many business owners work in the trenches, sacrificing a big part of their lives, forgetting about their life valuation. Or it seems many are consciously postponing their life valuation until they near retirement? What is wrong with living your life today AND when you retire?

Hiring an outside coach or consultant can provide the expertise and ”extra” time commitment you simply do not have to help develop a strategy and tactics to ”git er dun”. Give up a little control in areas you do not have time to address and watch the rewards come your way.

Taking the steps to allow yourself to enjoy your life NOW can lead to an unexpected but ideal side effect.

How you get there isn’t important. What is important is that you know why you want to add resources to your business NOW, to allow yourself to live your life NOW without losing all of your time and reducing the possibility of an emotionally draining burn out.

Perhaps you need to do nothing more than make sure you leave work at a specified time to get to an intellectually-stimulating event, or a place to relax or perhaps a physical exercise activity. Do you belong to an organization, group or club where everyone knows your name? Do you have the time to watch your children or other family members children participate in sports events, plays, or similar activities? Or do you volunteer your time in your community, church or NCSG? Would you like to take a few weeks or months off during the year and enjoy your life without worrying about your business running aground? If you decide that any of the above is a priority, then you should have conviction to make it happen. Better time management could help, but chances are you need to increase cash flow to make this happen. Hiring a sales representative and implementing a new marketing

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What is the interesting and unexpected side effect of putting your life first in the now? You have also increased the value of your business. Think about it – why wait until you are thinking about retirement to increase your business valuation to live your life? As you near retirement the cost to increase your business valuation is expected to be higher. As you near retirement will your energy level to accomplish this be lower? Will you be able to enjoy the same level of activity in your lifestyle when you approach retirement as you do now?

About the Author: Brian Noe of MW Financial Group, Ltd. was a guest speaker at the NCSG 2011 convention held in Hartford, CT where he discussed How to Get Out of Business and The Economy and Animal Spirits. Brian has a son Eric who served four years in the U.S. Army. Eric is ranked first in his class with a degree in Computer Science, is working in his field and plans on attending graduate school in 2013. His daughter Kara recently graduated undergraduate school with distinction and is planning to attend graduate school to become a Physicians’ Assistant. Brian thoroughly enjoys helping others spend more time with their families and friends while becoming financially successful. He can be reached at (860) 606-0834 or Brian_Noe@MWFinancial.com

Regardless of where you are in your life and business cycle; what you have and have not done; it will only take a few hours to commit yourself to increase your life valuation. Your increase in your business valuation will shortly follow. Let Life Happen – Enjoy It!

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The Feedback Loop

he most important thing to remember about customer communications is that it is decidedly a two way street. Naturally, you want to get your message out clearly and powerfully. But it is arguably even more important that you hear what your customers have to say to you. As Bill Gates points out, “your most unhappy customers are your greatest source of learning.” The best approach to all customer communications is to think of your customers as more than just jobs for you, more than just income sources. Rather, start to think of them as advisors, mentors, and critics to be listened to carefully, thoughtfully, and closely. Sure, listen to praise when you have earned it, but listen even closer to criticism. When a customer criticizes your business, he is, in effect, helping you make it better. He is telling you what perhaps no one else will tell you. He is telling you what you need to improve. He is telling you how to be even more competitive, and that is something you always want to hear. Right? ‘That’s all well and good, but how and when do I collect that input from my customers’ you ask. Good question. First realize that it’s not just you that will be collecting customer feedback. Everyone in your organization who has any customer contact whatsoever is on that team. That means all those people need to be trained in what to do to optimize that effort. Here are the kind of things they should have their antennae fine tuned for: • Any words, tone, or attitude from a customer that might even gently imply they are not completely happy with something about your business • A ny suggestions for how you could make things better, no matter how weird or outlandish they might seem initially • A ny problem whatsoever the customer may have encountered with your service, no matter how trivial it may appear • And, of course, any angry responses, accusations, or complaints from customers And these signs should be on your radar from the very first contact.

If you or your employees view any of the above as even minor annoyances, you have missed a huge, huge opportunity to learn something about your business and to become increasingly competitive. Okay, we’ve heard the complaints. Now how do we respond? First of all, no matter what the situation, no matter how angry or even abusive the customer is, listen carefully to the complaint. Ask questions to clarify that you have completely understood it. Never take it personally. You only want to help now. Once you are established in the role of ally, your customer will relax and become more reasonable because he will know you are trying to help. At this juncture, at the very least you have created a customer who knows you are on his side and will honestly and openly address the issue. And that is a very big win for you. But even if the customer remains unreasonable, pay close attention to what he is telling you. There are apt to be diamonds in his invective along with the mud. It is a great idea to log every complaint, and I mean every complaint, no matter how small. This has to be done consistently and should be done immediately after the complaint has been heard. By doing this you create a list of areas of potential weakness in your company to address. And the sooner they are addressed, the better. If the same complaint resurfaces repeatedly, then clearly it has not been adequately fixed. Fixes should involve everyone in the company because everyone needs to be on the same page all the time about what it is the company is striving to achieve. And this way everyone gets to be a problem solver as well as a problem reporter. That makes work a lot more enjoyable. Hey, it sounds easy. But it will never happen unless you give it your full attention. It will never happen unless everyone in the company is tuned in and trained. Believe me, the results are well worth the effort because you’ll all be able to watch the company get better and better. And the real bonus is, when you make things better and better for your customers, you make them better and better for you and your employees at the same time. It’s kind of magical that way. Go for it. OCTOBER 12 SWEEPING 17

BY ERROL ALLEN

The Financial Impact of Customer Service Don’t take customer service for granted the financial impact is huge!

Customer service is what drives the success of the any business. Some would surely say, “No Errol, a great product or service concept drives the success of any business.”

While that statement is somewhat true, a great product or service concept without great customer service is like expecting your beautiful garden flowers to flourish without your giving attention to them. I have often found that you don’t get upper management’s or the owner’s full attention regarding customer service unless you provide the financial impact to the company. Customer service has a dual role as it both creates and preserves revenue.

Let me explain why I believe this to be true. Customer service creates revenue via the word of mouth avenue. When a great product or service is coupled with great customer service, your customers become your ambassadors. Their willingness to speak positively about your business leads to additional customers, thereby creating additional revenue. Recent research by the Technical Assistance Research Program (TARP) indicates that for every ten people hearing either positive or negative “word of mouth” information, one person takes action. That one new customer, should they receive the level of service expected, will in turn keep the positive “word of mouth” cycle in motion. Another form of revenue creation as a result of great

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customer service are price increases. TARP has also studied the impact of price increases on the customer’s willingness to continue to do business with companies. In a study of the banking industry, only 10 percent of survey respondents who had not experienced a customer service related problem expressed dissatisfaction with an increase in fees and charges. This means that 90 percent of survey respondents were okay with the price increases due to the level of customer service provided by their particular bank.

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In regards to customer service acting as a revenue preserver, there is one question that must be answered before we continue. That question is - How much is your customer worth to your business? Whether your company is small or large, the need to determine what your customer is worth to your business is critical when calculating the amount of revenue being preserved by addressing customer service related issues. For example, if your business has 1,000 customers and the average annual revenue generated by each customer is $400. If 10 percent of those customers experience customer service related problems, that’s 100 customers. Bear with me as we start the calculations! Now let’s assume that 50% of those customers don’t even bother to complain, they just simply go away. Their decision to leave without complaining represents $20,000 in lost revenue. What about the other 50% that do complain? Let’s say that you’re able to satisfy 40% (20), 40% (20) become frustrated with your attempts to satisfy and 20% (10) remain dissatisfied. So now let’s consider the repurchase behavior of those complaining customers. Should 10% (2) of the customers that you’re able to satisfy after they complain decide not to repurchase, that represents $800 in lost revenue. In the frustrated with your attempts to satisfy group, 25% (5) discontinue purchases with your company, which represents $2,000 in revenue. On to the customers that remain dissatisfied after complaining - 60% (6) of this group decide not to repurchase from your company, which means an additional $2,400 in lost revenue. The total potential annual revenue lost in this scenario is $25,200! Wait, there’s more. Remember the “word of mouth” factor discussed earlier. These dissatisfied customers will tell others about their experience with your company. In this scenario, when you consider the 50 customers

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that left without complaining, add the 13 customers that complained yet decided not to repurchase, that’s 63 customers who have the potential to utilize negative “word of mouth” marketing. If these dissatisfied customers tell 10 additional people about their experiences (630 people) and 1 in 10 acts on the information (63 people), there’s potential revenue missed due to dissatisfied customers. Even if the new customers average annual purchases equals $300, you’re still possibly facing $18,900 in lost potential revenue. Don’t forget about the cost side of poor customer service - the employee costs to resolve customer complaints and the material costs when rework is required to satisfy the customer. Take this example and apply your real numbers to determine the financial impact to your business. Whew! Lot’s of calculations, but it’s definitely worth it when it comes to determining the financial impact of customer service. The key to preserving revenue is to: 1. Be consistent in your service delivery and 2. Encourage your customers to complain

Consistency in your service delivery leads to loyalty, less complaints and even more important, fewer reasons for the silent defections of the non-complainers. Encourage your customers to complain as this gives you an opportunity to retain their business. The example above illustrates the financial impact of non-complaining customers. Offer multiple ways to complain - at the point of purchase, on your website, via chat, 1-800 #s. Don’t forget to monitor social media for comments regarding your company and respond to the complaints in a timely manner. Remember, don’t take customer service for granted. The financial impact is huge! About the Author Errol Allen has over 25 years of experience in the customer service industry including 13 years in a management role. Having held positions as an Internal Customer Service Consultant, Call Center Quality Manager and Operations Analyst, Errol understands the need for a “systems” orientation to providing excellent customer service. Errol has also designed customer service training programs for the “front line” associate to ensure employee confidence when interacting with customers. He is a member of the American Society of Quality which promotes the practical application of quality knowledge across multiple industries. Info: http://www. errolallenconsulting.com. (This article first appeared online at www.customerservicemanager.com.)

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CSIA Update Publication for CSIA Certified Chimney Sweep®s

www.CSIA.org

CEU Information for Speakers and Authors By Donna Kasmer, CSIA Certification Coordinator

Earning CEUs for Articles Written

Speakers and authors can use the online CEU Application for Course Credit to submit classes and articles for consideration by CSIA and NFI.

You may also apply for CEUs if you have written an article for a professional sweeping publication. As long as your subject matter falls under one our CEU categories, it may be eligible for CEUs. To submit your published article for consideration, visit www.CSIA.org/applyforCEUs and follow the instructions online.

Applying for Course Credit Each course instructor must submit a CEU Application for Course Credit for approval each time a class is presented. If the course objective, summary and instructor qualifications have not changed, dates and locations may be added to the original application within the two-year cycle. After two years all courses must be resubmitted with new outlines and handouts including new dates and locations. When the application is filled out online, it is sent to CSIA and NFI at the same time for consideration. You will receive notification from both organizations when your application has been approved. The notification will list the CEUs awarded and instructions on how to ensure that your students will receive CEUs for attending. To apply, just visit www.CSIA.org/ applyforCEUs to go to the Continuing Education Units page that will give you all the information and instructions you will need to apply for CEUs as a speaker.

Writing and having a hearth industry paper or article published may be eligible for CEUs based on the following requirements: The article must: • Pertain to the hearth industry or the CCSs scope of work. • B e published within the certification cycle. • Be at least 500 words in length. The author must: • S ubmit application for CEUs within 60 days of publication. • S ubmit a copy of the article with publication name, date of publication, and word count. • S ubmit the type of CEU category or categories of the article.

Wisdom from the Hearth CSIA Introduces New Blog, Seeks Guest Bloggers The Chimney Safety Institute of America has created a new blog titled Wisdom from the Hearth (online at chimneysafety.wordpress.com) to help keep homeowners one-step ahead of the potential problems that can plague their fireplaces and chimneys. Topics covered on the blog include EPA certified stoves, chimney swifts, winter-preparedness, media mentions and moisture content. Blogs will be posted at least once weekly throughout the year and twice weekly during the home heating season. If you are interested in blogging for CSIA, please contact Melissa Heeke, CSIA’s Director of Communications and Marketing at mheeke@csia.org. Blog submissions are due via email no later than three business days before the day you are scheduled. Here are a few tips to keep in mind while blogging: • Please keep blogs to around 300 words or less. • Remember to talk in a conversational voice. Be yourself and avoid using jargon. • Speak personally and in a positive, up-tempo tone. • Build a relationship with the reader without trying to sell the CSIA or your company. Lists of tips, suggestions or creative ideas are also good subjects for drawing in readers.

Congratulations to Our New CSIA Certified Chimney Sweeps Connecticut Michael Overstreet • Michael’s Chimney Service and Restoration • Vernon

Aaron Rothering • Dano’s Chimney Sweep • Rochester Zachary Williams • Dano’s Chimney Sweep • Rochester

Illinois

Travis McMorris • Clean Dean’s Chimney Sweep Service • Tulsa

Pennsylvania

Travis Beckley • Beckley’s Chimney Services • Coal City

John V. Godfrey • A+ Chimney Services, LLC • Rolla Jason Patrick • Shamrock Quality Services • St. Louis Mitchell Saunders • Advanced Chimney Techniques, Inc. • Jamestown

John McDonald • Chim Chimney Sweeps D.J. Cross, Inc.• Media L. Joseph Ochal • Chester County Hearth & Home • Elverson Kyle B. Smith • Chim Chimney Sweeps D.J. Cross, Inc. • Media Christopher T. Starr • Chim Chimney Sweeps - D.J. Cross, Inc. • Media

Michigan

New York

Tenneesse

Scott Freiberg • Stan’s Fireplace & Chimney Service • Fenton Ernie Hill • Rockford Chimney Service • South Lyon Sue White • Rockford Chimney Service • South Lyon

Jared Guernsey • Holy Smoke Stove Fireplace Chimney • Dryden

Josh Davis • Customer 1st Air Duct Cleaning & Chimney Sweep • Milton

Ohio

Texas

Anthony Ramsey • Elite Chimney Solutions • Beavercreek

Minnesota

Oklahoma

Cale Anderson • Air Pro LLC • Apple Valley Aaron Oslund • Jack Pixley Sweeps • Andover

Keith Hudgins • Clean Dean’s Chimney Sweep Service • Tulsa

Bradley Dassonville • A/C Contractors Inc. • Longview Christopher Hess • Atlas Chimney • Leander Adam James • A/C Contractors Inc. • Longview

Clay Nelson • Clean Sweep • Collinsville Patrick Simms• Superior Chimney Services, Corp. • Lombard

Indiana

Missouri

Using the CSIA Certified Chimney Sweep® Trademark The Chimney Safety Institute of America, Inc. (CSIA) sponsors the CERTIFIED CHIMNEY SWEEP® certification program. The CERTIFIED CHIMNEY SWEEP CHIMNEY SAFETY INSTITUTE OF AMERICA® trademark is a registered trademark of the CSIA, and was developed especially for this program and is a symbol of your professionalism, understanding of, and dedication to your industry. Display it with Pride. Use it Correctly. Who may use the Logo? • Sole Operator – Individuals who maintain a sole proprietorship, are currently a CSIA Certified Chimney

Sweep, have no other employees, and have signed the CSIA Code of Ethics are granted a royalty free limited license to use the CERTIFIED CHIMNEY SWEEP CHIMNEY SAFETY INSTITUTE OF AMERICA® Logo. • P artnership – Companies organized as a partnership are granted a royalty free limited license to use the CERTIFIED CHIMNEY SWEEP CHIMNEY SAFETY INSTITUTE OF AMERICA Logo® provided the partner performing the sweeping and/or inspection is currently a CSIA Certified Chimney Sweep and signed the CSIA Code of Ethics. • M ultiple Employee Company – Companies with multiple service technicians are granted a royalty free limited license to use the CERTIFIED CHIMNEY SWEEP CHIMNEY SAFETY ADVERTISEMENT

INSTITUTE OF AMERICA® Logo provided that at least one individual who is currently CSIA Certified Chimney Sweep and signed the CSIA Code of Ethics is on the job site performing/ supervising the sweeping and/or inspection. If a work order or equivalent document is provided to the customer, the CSIA Certified Chimney Sweep must sign the document and clearly print his/her certification number next to the signature. If you have questions about the correct use of the CERTIFIED CHIMNEY SWEEP CHIMNEY SAFETY INSTITUTE OF AMERICA® Logo, write or call CSIA at 2155 Commercial Drive, Plainfield Indiana 46168, (317) 837-5362 or fax (317) 8375365, email office@csia.org.

Good for you, your business, and your busy schedule.

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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BY DEBBIE CORNELIUS MEMBERSHIP DEVELOPMENT COORDINATOR

Two Great Ways to Increase Your Income! Money is tight for everyone these days, so many of your clients are using credit cards to make necessary repairs and upkeep to their homes. This is why it is important to accept credit cards in your business. However, understanding the fees typically charged to merchants by payment processors can be more than confusing.

an excellent way to brand your business and promote your full range of services before they talk to a member of your staff. There are several messages to choose from and NCSG members are eligible for a discount. Contact Allen Gaughf at 800-8324653 Ext. 225 or visit www.CommercialsOnHold.com.

Complete Merchant Solutions (CMS), one of NCSG’s benefit providers, will help you understand the various fees charged in a transaction and how you can reduce these fees. Already accepting credit cards? Take the time to find out if you are getting the best rates you can by contacting Allan Maughan at 877-267-4324 Ext. 132 or email amaughan@cmsonline.com. When a person calls your office you have your business’ most important person on the line . . . Someone who is investigating your service, needs something and will likely be doing business with you. Since many of these prospective customers will be placed on hold, Commercials On Hold provides

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NewNCSG Members

NCSG REGIONS REGION 2

MARYLAND Gary Clift • Fire-Safe Chimney Sweept/G.T. Clift, Inc. • Pasadena NEW JERSEY Raymond Bond • Mercer County Chimney Services • Hamilton

REGION 3 GEORGIA Arvydas Didas • Atlanta Chimney Worx LLC • Atlanta

REGION 4 OHIO Michael Lentz • Eastside Fireplace & Contracting • Cygnet

REGION 5 COLORADO Sean Peck • Ashes Away LLC • Durango

REGION 6 CALIFORNIA Steven Lovsteen • Oliver Twist Chimney Sweep and Air Cleaning • Huntington Beach Errol Davis • The Chimney Specialist • Huntington Beach

REGION 1 Connecticut, Vermont, Massachusetts, New York, Maine, Rhode Island, New Hampshire

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

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

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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

2012 – 2013 SWEEPS ADVANTAGE COUPON PROGRAM The 2012 – 2013 offers are being added daily in the “Members Only” section of the NCSG website at www.NCSG.org. So start checking for these new offers each week. These coupons will be good until June 30, 2013.

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Share your memories! NCSG seeks contributions for the History Project NCSG is currently working on a history project to help the organization capture our shared history since the organization’s beginning. If you have interesting information, fun photos or official Guild communications that may be of interest, please scan and email them to history@ncsg.org. Please note: Not all material will make it onto the Guild’s timeline but may be included in another area of the history project. OCTOBER 12 SWEEPING 27

Refer New Members and Be Rewarded Member Get a Member Program

NCSG Membership Referral

Guidelines for Individuals Did you know that by promoting membership in the NCSG, you help the Guild meet its goals AND you will reap rewards too! To take advantage of potential savings on your next NCSG dues, simply visit www.NCSG.org to obtain a copy of the membership application form. Make sure you put your name under Item #2 “Who referred you to the NCSG?” OR you may send an email to dcornelius@ncsg.org and request that NCSG membership information be sent on your behalf to people who should join. Please provide the complete contact information i.e. name, address, telephone number and email address if available.

Reward Guidelines for Non-Profits Effective 9/1/2012 Your non-profit can benefit when new NCSG Members mention your organization under Item #2 “Who referred you to the NCSG?” on the NCSG membership application or you may send an email to membership@ ncsg.org and request that NCSG membership information be sent on your behalf to companies who should join. Please provide the complete contact information i.e. name, address, telephone number and email address if available.

Your participation in the Member-Get-A-Member program helps strengthen the Guild’s membership and allows you to win too! • You get $50.00 off membership dues for each new member (1-4 new members*) • You get Free membership Dues (equal to 1 year), when you recruit 5+ new members* Save some money on your next NCSG dues by simply promoting membership in the NCSG at every opportunity you have.t

Eligible Organizations: Non-profit organizations (i.e. State and Regional Chimney Sweep Guilds, HPBA Affiliates) Referral Reward: $100 per New NCSG Voting or Dual Member* Reward Earned: Upon receipt of NCSG membership application and payment (full or first installment). Reward Paid: Paid to the organization within 10 business days of receipt of membership application and payment. *New Member - Has not been a member of the NCSG for at least two (2) years.

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Perspective

Find Your Inspiration “What you do makes a difference, and you have to decide what kind of difference you want to make.” – Jane Goodall

few years ago I wrote an article about being inspired by our youth. Looking at the world around us, the challenges we tend to let bog us down domestically as well as around the globe, I thought it might be worth sharing some of that information again. After all, you don’t have to have children of your own to appreciate the immense impact they have had, are having, and will have on our world. If you ever take a moment to look around and notice the influence and passion of our youth, you can’t help but be motivated by their drive. Sure, kids can be a challenge (then again, so can adults), but it’s often in their inhibitions that they discover a potential that, as adults, we often forget. If we just take a step back from our frustration, there is a lot of inspiration we can take from the youth of this world. In 1995, twelve year old Craig Keilburger was distracted during his morning breakfast on his way to the comics section of the newspaper. He didn’t make it past the first page as he was lured into an article about the exploitation of child labor in Asia. He was moved to research the situation, and as he did he became increasingly selfmotivated to do something about a growing problem throughout the world. Craig asked for some volunteers at school, and eleven hands went up. As simply as that, Free the Children was formed with the passion of twelve 12-year-olds. Today, a handful of Nobel Peace Prize nominations later, Free the Children is the world’s largest network of children helping children through education. More than one million youth have been involved in their programs in more than 45 countries. These “kids” have built over 450 schools, delivered more than 200,000 school and health kits to students, shipped more than 11 million dollars in medical supplies, lobbied corporations to adopt

standard labeling for child-labor free products and improved water and sanitation conditions around the world. And that’s just the tip of the iceberg. Visit www.freethechildren.com to learn more about the inspired commitment of these youth. David B. Smith, a college student at the University of CaliforniaBerkeley, was motivated by his own personal struggles and those of his friends. Concerned with the local issue of the rising costs of tuition and the lack of affordable housing near campus, he formed a group to see what they could do about it. Their approach was not to complain and protest, but rather to work within the system to affect change. Within the year, the group organized the first-ever Cal Lobby Day which brought 150 students to the California State Capital in Sacramento. They didn’t stand outside and protest. Instead, they went inside and met with more than 90 percent of the legislature. The group got these officials interested, engaged and willing to help. By the end of the semester, they saved students throughout California $93 million by stopping student fees from being raised and they got $30 million earmarked for student housing. Smith’s initial success led to the formation of Mobilize.org (www. mobilize.org) whose now national mission it is to educate, empower and inspire young people to increase their civic and political participation. The grass roots approach that Mobilze.org uses is to encourage young people to personally meet with their representative decision makers, speak their language and negotiate with them using techniques that are familiar to them. The legislative strategy of these youth, and their associated success, mirrors the approach that NCSG encourages among its own members. OCTOBER 12 SWEEPING 29

A couple of years ago, David Smith explained their success this way…”Because we start at a place that encourages young people to look inside themselves and then project that image of a better world on our society, we are facilitating the use of the most powerful energy we have – our passion!” Sparks of inspiration from youth are present all around us. We just have to be open to them. As many of you know, I have had the joy of being involved with Rotary International’s youth exchange program. This year marks my eighth year coordinating the outbound recruitment, placement and orientation activities for my district. Over that time I have had the honor of placing almost 70 high school students into 30 different countries around the world. As part of the district team, I also have the thrill of having worked closely with at least that many students who have traveled to Indiana from their native countries to experience and learn our relative taste of American culture. Working directly with these teens each year, I am in awe of their perspective and enthusiasm, and I marvel at their drive, determination and overwhelming desire to further develop their appreciation of our world community. By the age of 18, these young men and women have experienced more of the world around us than most of us will ever know. Yet, they continue to explore every opportunity they have to fuel their own passion to learn more. For them, enough is never enough.

That’s exactly what organizations like the National Chimney Sweep Guild and the Chimney Safety Institute of America think about education. The best are never satisfied. The best are never done learning. The best in our industry belong to the Guild and seek certifications in their field, not merely for attainment of the credential, but rather to feed their desire to continually learn and continually improve. Whether you’ve been in this business for thirty days or for thirty years, you owe it to yourself and to your customers to pursue every chance you can to keep yourself as professionally and technically tuned as possible. As the great Aristotle said, “All men by nature desire knowledge.” And lest you think learning is limited to youth, I recently read a quote from the swimming trainer of a 73-year-old woman. When speaking of her determination, the trainer said that she taught him “There is no age attached to a student; that quest is without a number.” Companies that truly embrace continuous improvement continuously seek opportunities to improve the way they do business – operationally as well as technically. Be humble enough to recognize that a better way may exist, and challenge yourself to find it. You work hard to produce income for your business. Your expenses should reflect your company’s strategies. Money can be hard to come by, and once you get it, you don’t want to lose it. But a smart business person knows that putting money back into their business is not losing it; it’s investing it. Best of all, it’s investing it in you; in your business.

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19th century American explorer Robert Perry said, “The time to prepare for your next expedition is when you have just returned from a successful trip.” This is certainly the case for the exchange students I work with every day, and that perseverance is clearly demonstrated by youth like Craig Kielburger and David Smith. I truly believe that all of us adults could benefit from spending more time watching and learning from the youth around us. Find your passion and let it ignite you. If your flame starts to flicker, look for inspiration around you in perhaps the least likely of places. Helen Keller once said, “Life is either a daring adventure or nothing.” Here’s to you on your expedition! Until next time, I continue to 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.

What we have here is your basic palm frawn spark arrestor in Logan Heights, San Diego CA. Unfortunately (or fortunately depending on how I look at it) my job was across the street and I could not investigate further. Submitted by Eron Armour of Armour Chimney Service in San Diego, CA

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October 19, 2012 Albany, NY CSIA Certified Chimney Sweep Review and Exam For more information, please call (317) 8375362 or visit www.CSIA.org

November 2, 2012 CSIA Technology Center CSIA Certified Chimney Sweep Review and Exam For more information, please call (317) 8375362 or visit www.CSIA.org

October 22-26, 2012 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) 8375362 or visit www.CSIA.org

November 5- 9, 2012 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) 8375362 or visit www.CSIA.org

October 29 – November 1, 2012 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) 8375362 or visit www.CSIA.org

November 12-16, 2012 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) 8375362 or visit www.CSIA.org

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).

Classifieds Gotta chimney question? Sizing? Codes? Call Royal Edwards! Make Royal your tech department. CALL NOW 813-982-0219 for on-call tech support. Continuing Education special bonus – ask how you can get the Friday morning E-Blast for FREE. CALL NOW 813-982-0219 GasVent Software for Sizing Chimneys only $195. Call 1-800-648-9523 for more info and visit www.elitesoft.com to download a free trial version. Chimney Sweep business for sale iin the Northern Rocky Mountains of New Mexico. Services a large area, with three ski resorts in the service area. Equipment and signed three year contracts goes with the business. Business is well established. For pricing and other info please email your questions to ridgeriders1@gmail.com. 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.

Carbon Monoxide Safety

Often called the silent killer, carbon monoxide is an invisible, odorless, colorless gas created when fuels (such as gasoline, wood, coal, natural gas, propane, oil, and methane) burn incompletely. In the home, heating and cooking equipment that burn fuel can be sources of carbon monoxide. KKK CO alarms should be installed in a central location outside each sleeping area and on every level of the home and in other locations where required by applicable laws, codes or standards. For the best protection, interconnect all CO alarms throughout the home. When one sounds, they all sound. KKK Follow the manufacturer’s instructions for placement and mounting height.

KKK Choose a CO alarm that has the label of a recognized testing laboratory. KKK Call your local fire department’s non-emergency number to find out what number to call if the CO alarm sounds.

KKK Test CO alarms at least once a month; replace them according to the manufacturer’s instructions. KKK If the audible trouble signal sounds, check for low batteries. If the battery is low, replace it. If it still sounds, call the fire department.

KKK If the CO alarm sounds, immediately move to a fresh air location outdoors or by an open window or door. Make sure everyone inside the home is accounted for. Call for help from a fresh air location and stay there until emergency personnel. KKK If you need to warm a vehicle, remove it from the garage immediately after starting it. Do not run a vehicle or other fueled engine or motor indoors, even if garage doors are open. Make sure the exhaust pipe of a running vehicle is not covered with snow.

KKK During and after a snowstorm, make sure vents for the dryer, furnace, stove, and fireplace are clear of snow build-up. KKK A generator should be used in a well-ventilated location outdoors away from windows, doors and vent openings.

KKK Gas or charcoal grills can produce CO — only use outside.

Your Source for SAFETY Information

NFPA Public Education Division • 1 Batterymarch Park, Quincy, MA 02169

HOME HEATING EQUIPMENT

Have fuel-burning heating equipment and chimneys inspected by a professional every year before cold weather sets in. When using a fireplace, open the flue for adequate ventilation. Never use your oven to heat your home.

•

FACTS

! A person can be poisoned

by a small amount of CO over a longer period of time or by a large amount of CO over a shorter amount of time. ! In 2005, U.S. fire departments responded to an estimated 61,100 nonfire CO incidents in which carbon monoxide was found, or an average of seven calls per hour.

•

www.nfpa.org/education

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