Sweeping December 2022

SWEEPING

THE JOURNAL OF CHIMNEY AND VENTING TECHNOLOGY

Art by Brad Heckman*

FROM THE EDITOR

Hi there, and welcome to the 2022 Progress issue of Sweeping� Inside you'll see several updates from some board directors, staff and other NCSG members It's been a wild ride over the last two years, but so many amazing things have happened!

Around 800 attendees came to the 2022 NCSG Convention and Trade Show in Las Vegas, and we cannot wait to surpass that number in 2023� Be sure to flip over to the back of the magazine for details on how to get registered�

Look for the opportunity to take the newly and ONLY accredited exam in the industry in 2023� Item writing is complete, and applications are pending Read about our Road to Accreditation on pages 26-33 Take advantage of a preliminary exam happening in January - check Upcoming Events on page 16 for more info

More education opportunities you can look forward to are our Customer Service Track, now known as CSR 360°� This 2-day class was a huge hit at the 2022 NCSG Chimney Expo in King of Prussia, PA, and we are excited to have more opportunities for you� Dates for those events are also listed

Want to learn more about NCSG or how to become a member? Reach out to a Region Director - read their updates on pages 20-23 Contact info is on page 47 and thanks for checking us out!

Krominga, Marketing & Communications Coordinator, NCSG

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

Kacie

from the

PRESIDENT Letter

As we all head into December, many of us, myself included, are still trying to receive from what I hope for all of you was a tremendous Thanksgiving Both business and the holidays leave little time to reflect on the enjoyment of family and a business schedule that looks like a cluttered mass to everybody else Still, we know exactly where we are and what every customer expects The Guild also has its head down and is focused on doing the best job possible for every member of the organization � We're very near the completion of the certification accreditation and in the final stretch of the long-running OSHA lawsuit �

When I took office, I promised everybody I'd do everything within my power to force the attorneys and the government to bring this lawsuit to a close I'm still determined and committed, along with the board, to making that a reality Dealing with government bureaucracy requires patience and a whole bottle of Tylenol

The call for nominations went out for the upcoming 2023 board, and I'm hoping many of you will consider getting involved and making a difference in serving our members � As my time as your President draws to a close in 2023, I believe we’ve made significant progress on many issues we faced when I took office I have a healthy respect for those who have held this seat before me, and I’m excited to see the makeup of the new executive committee coming in to take on the remaining unique challenges we face as an industry

Sometimes, so many things happen at one time that it’s hard to put a finger on one accomplishment � If I were put on the spot to pick just one, it would have to be the recent launch of the Customer Service Representative Class at this year's Hands-On Training program in Valley Forge, PA � With the help of many of you, especially Brandi Biswell, we highlighted the vital role of the front office staff and the importance that they receive the very same high-quality training that so many of our technicians in the field have come to expect from the NCSG

So, I’ll leave it there and let you continue to enjoy this great magazine In closing, I wish you all the greatest of success and always the true happiness and enjoyment of those you hold close to your heart � “Serving Those That Service America’s Chimneys” is what we’re here to do for every member and what you’ve come to expect in being a loyal member� Happy Holidays!

Thomas Hunkele NCSG President "Serving Those That Service America's Chimneys"

THOMAS HUNKELE

SUPPLIER SPOTLIGHT

Closing the Cracks, Gaps, and Holes in your Business PAID ADVERTORIAL

Every business has them: The ill-defined task that takes too much time so no one consistently does it; The customer communication step that acts more like a speed bump, adding friction to the sales process rather than smoothing the path for bigger sales; The lost knowledge that disappeared with an exiting employee, and now no one knows how a task used to get done, so it doesn’t �

There is another name for these leaks and loose parts: WASTE Wasted time Wasted opportunity Wasted talent Wasted money

The ongoing goal of any business should be to identify these areas of inefficiency and design better systems and processes to take their place, all of which should lead to better results, happier employees and customers, and ultimately more money in your pocket

Customer Communication Cracks, Gaps, and Holes

Below are a few of the most common points of waste in a company’s customer communication, and ideas for how our new Customer Engine offering can solve the issue �

Communication about the appointment

Nothing says unprofessional like setting a service appointment, then never hearing from

the company, wondering if they are really going to show up or not These days, appointment confirmation and reminder texts and emails are the bare essentials for any business, filling the space between the time of booking and the actual appointment date with information, reassurance, and acknowledgment

There’s no reason this has to be hard, or even a manual process akin to herding cats Put this important function on autopilot Send these messages and receive back confirmation responses without spending any extra time in your inbox � Customer Engine is the solution, and works alongside any current field management software you’re using that may not have this type of communication built in already

Asking for reviews

This is such a huge missed opportunity in most businesses, simply for lack of a standard process to make sure it is always getting done for every customer, after every appointment, every time 90% of consumers read reviews as part of their decision-making process when choosing a service provider, and the companies with the most 4- and 5-star reviews win more business, plain and simple

The trick to maximizing the number of reviews you get is to ask consistently (it’s a numbers game) and ask at the exact moment a customer is most likely to commit to doing it (standing in front of them, right after the appointment has been completed) � Customer Engine solves this with automated tools that can be used in the office or in the field to make sure review requests happen every time, at the right time

�

Forward scheduling annual service

One of the best ways we know of for keeping previous customers in the fold every year is

to offer them an easy way to get next year’s appointment scheduled before the busy season kicks off In most companies, this involves organizing and sending out an email blast and spending the next 5-7 days answering the phone like crazy people, having to explain to customers why you can’t get to them for weeks because of the response � It may feel good to have a mad rush like that, but you know it’s bad business, right?

Instead, Customer Engine’s annual service campaign is targeted and proceeds at a manageable pace through the course of your slower months, capturing more customers and spreading the load to more manageable levels � Did we mention it’s all automated, and comes with award-winning Spark Marketer service, keeping everything on the rails and working smoothly?

Following up on open estimates

Things get busy, and it’s easy to focus on the new business coming in the front door and forget about all the opportunities you’ve already paid to get Open estimates can add up to millions of dollars of potential revenue for even small operators You can’t close everyone on the spot � What are you doing to move customers toward a buying decision after you leave their home?

Customer Engine can place customers with open estimates into an automated follow-up sequence that is closing millions of additional dollars’ worth of jobs every year for many of our clients How long have you been saying you need to get organized and start following up? Stop saying it and automate it once and for all instead �

Unpaid invoice collection

Unpaid invoices get harder to collect with every passing day� Customer Engine can send gentle reminders to customers when their invoice needs to be paid, and it’s as simple as a keystroke to trigger the reminder You can even send them a convenient and secure online payment link

Sending standard documents

A warranty for recent work needs to go to one customer A retrofit brochure needs to go

to another A third customer requested gas log lighting instructions Another needs information about your annual maintenance program �

All day Every day These simple email tasks (find the customer email, compose the email, find the document in your files, attach it to the email, send, rinse and repeat) represent dozens of hours every month doing repetitive tasks that can easily be handed off to Customer Engine instead � Load up the standard documents you send to customers on a regular basis, and choose them from a dropdown list � Boom, time saved, happier customers, happier office staff

Customer Engine: Software with a Service

Customer Engine is brought to you by Spark Marketer, the innovative team providing ongoing monthly marketing services to premiere

chimney service companies nationwide This isn’t just software You don’t just get a login and a good luck email; you get turnkey solutions and concierge-level attention and training with a service that remains unmatched in the marketing industry� Best of all, it replaces thousands of dollars of other DIY software and works alongside whatever field service software you’re already using No more double entry of customer info � Whether you already work with us or have just started looking into automation, we would welcome the opportunity to show you how we are innovating solutions to meet the needs of the modern chimney service company

ARSHALL'S

When is Progress Not Progress?

Let's begin to answer this question by asking another question also: What is the most common goal of sweeps (besides making a living)? The answer: Kill fewer people and burn fewer houses down What do these two questions have in common?

We might generally think that progress is progress for good � Usually it is, but for many other people around the world, when it comes to energy policy, progress and heating their homes this winter, the fact is that progress is not progress Progress has actually turned deadly

In the last issue of Sweeping, the focus of the magazine was on advocacy within government affairs, and I wrote about the unhealthy relationship between money, special interest, politics and the banning of fossil fuels (electrification) I wanted to take this issue further and add the concept of "progress" into the equation Let's look at three European countries and see what is currently happening

MARSHALL PETERS EDUCATION COORDINATOR

In Europe – Three Examples

Germany is losing the war on affordable, abundant energy, and the headlines are everywhere "Wind farm in Germany is being dismantled to expand coal mine " You read this right: Germany is tearing down a gigantic wind farm to make room for the expansion of an open pit lignite coal mine Dismantling of wind turbines has already begun � Lignite is brown coal � It has been mined at that specific location for well over a hundred years �

RWE, the German company that owns the mine, has also announced that it is returning lignite-fired coal units that were previously Those plants came back online in October�

"The three lignite units each have a capacity of 300 megawatts With their deployment, they contribute to strengthening the security of supply in Germany during the energy crisis and to saving natural gas in electricity generation," RWE said last month �

Commenting on the dismantling of wind turbines to make way for expanding a coal

mine, Guido Steffen, a spokesperson for RWE, told the Guardian, "We realize this comes across as paradoxical �" "But that is as matters stand," Steffen added (Think: Progress is not actually progress…)

Only a short while ago, the world was transitioning rapidly to the use of cleanburning natural gas, much of it produced in the United States � The political war on fossil fuels in this country, short-sighted "green" policies worldwide, corruption of money, special interests behind the scenes, and the war in Ukraine have changed all that The world is rapidly returning to the use of coal, and eyes are opening to the not-ready-for-prime-time alternative — green energy solutions pushed by Governments and insiders �

In Poland, according to Reuters, people are lining up for days to purchase coal! Imagine standing in a line for three days to get a few tons of coal to heat your home! The current choice for many in Poland is to stand in line however long it takes or face freezing �

According to ABC news in the UK, National Energy Action chief executive Adam Scorer told Reuters that cold homes could lead to more deaths with temperatures cooling and winter only months away�

"10,000 people die every year in the UK directly because of a cold home � That number is going to skyrocket," Mr Scorer said after the national energy regulator announced power bills in the United Kingdom were about to jump 80 percent for consumers

Why an 80 percent jump in electric prices? Politics, special interest and subsidies for clean energy are the same that are happening here in the USA � In Pennsylvania where I am, our electricity rates went up 60% a couple of months ago, you know, to subsidize things like what they are currently tearing down in Germany

The Progress Report So Far

Politicians prospered, electric costs dramatically rose, and the amounts of clean

energy promised are falling far short The promised progress is not happening, and now the populations must turn to tried and true energy sources to heat their homes and survive Imagine for a moment if these tried and proven ways had been banned, as the electrification movement wants to do

As I have clearly stated before, I am truly for clean energy I even consider myself ahead of the curve, having purchased an all-electric car in 2012 I was one of the first 500 people in PA to purchase one It is also a fact that the vast amount of sweeps I have spoken with care about clean energy

Let's be real here, up until this point, the reason people won't be able to heat their homes in Europe this winter is due to what was called "progress �" I freely say it was and will never be progress until technology markets prove it is viable in advance, when insider money, special interests and politics have no say

Giant leaps in progress do come when science and technology are there! The truth is that wind and solar still have a long way to go in the production of energy, while other innovations (tidal, fission and others) are catching up fast and may surpass these existing clean energies before they become viable! I look forward to this day, but for now, those in Europe are suffering the consequences of "progress � "

“Problems = Progress”

My original idea was to write a nice, safe article on "Problems = Progress," with the idea being that when a sweep discovers a real problem and devises a solution that produces an industry-wide new solution or a new tool to make our life easier as a sweep; yes, this is progress! Problems = Progress, or more accurately put: Problems can produce progress

And perhaps I should have written a nice,

�

The world is rapidly returning to the use of coal, and eyes are opening to the not-ready-for-prime-time alternative

safe article Still, as I witness the landscape in the wood/coal/gas industry with the push towards electrification, I see a not-so-favorable outcome, not only in Europe but also in the USA Yes, a "safe" article might not ruffle some feathers as much Still, in my opinion, this type of shaking us awake article is far more critical � What to Do? (And this is where the NCSG is making real progress)

1 Get involved! Please help write letters to state and local areas moving in this area of electrification

2 � Inform your clients of the importance of an alternative fuel source to heat their homes and get them involved!

3 Join the NCSG Advocacy Committee or participate in the Action Alerts This would be real progress!

4 � Do your own research to verify what I wrote above is true � Then let the information sink in deep into your soul and change or motivate you! The best sales of new stoves

and alternative heating systems come from sweeps who communicate a true passion for helping their clients to be safer, burn safer, and have an alternative heating source Then and only then will we lose fewer people, burn fewer houses down and work toward progress � Marshall

LET'S GET TECHNICAL

What a year it has been We have gone through a very busy year of changes and growth with new products being used in the market, like the Retrofit Prior fire, and they are working on yet a bigger model � I know I have talked with Chris Prior, and they have tested the original unit They have made 2 5 inches of masonry with an added insulation package to the original retrofit fireplace

Estoban Corp has come out with a book for inspections and a certification to go with it should you choose to up your game If nothing else, go through the book and find out what you are missing in your inspections

The NCSG is in the process of accreditation, with it being submitted to ANSI, which will raise the bar for the whole industry

NFI is also hard at work re-writing some core exams for their certifications

The CSIA is always working on getting their classes to you � This year they took the

school out on the road with John Ceaser, Jake Cromwell and John Pilger� This seemed to be a big success They are starting out next year by having one in Manchester, NH

Then we have the new UL 1390 standard � We've had great feedback on this, so we thank everyone who has submitted their thoughts, as this will affect our industry nationwide At the time of writing this article, we are still submitting feedback and are hopeful to have this standard updated

As Technical chair for the industry, I get asked many different questions from different places in the country One of the things that would help all of us that answer the calls for the NCSG TAG line would be to know where in the country you are calling from, as that helps us to know what your jurisdiction is using for code compliance �

We like to know whether your state uses the IRC or the NFPA 211 as its code book Some states do not use eighter which makes it interesting to answer some of these questions The TAC line is an NCSG member benefit � Log in to ncsg org to get access in the Member Benefits Hub

Steven T Scally

Tech Chair, Masonry chair, at-large director, and the secretary for the NCSG Proud to serve

POLICY ACTION CENTER

Let us know what's going on out there! Head over to NCSG's Policy Action Center and submit your request. We will post it live on the website and look into what we can do to call to action. While you're there, you can also check out the blog for past issues we've addressed. This is a brand new page that has yet to be filled fully, so stay tuned to your e-mails and notifications on Facebook to stay up to date!

STEVEN SCALLY SECRETARY AT LARGE

February

August

NEW CERTIFICATIONS

A-1 Chimney Sweep & Dryer Vent Service, LLC Springfield, VA

Rodney Barnes CMCT

AMG Chimney & Powerwashing Germantown, MD

Gene Grimmet CMCT

Black Magic Chimney Sweeps Manchester Center, VT

Frank Martindale CCP

Michael Woodson CCP

Jonathan Martin CCP

Blaze Rite Liverpool, NY

Mike Sprague CCP

Brickliners Willison, VT

Tyler Wisell CCP

Clean Sweep Chimney Service Hot Springs Village, AR

Ralph Scantlin Sr CMCT

Columbia Chimney Services Columbia, MD

Chase Waterstradt CMCT

D & R Chimney Sweep Linden, MI

Brian Toth CMCT

DM Storrs Chimney LLC Milford, MA

Jon Logan CCP

Fluesbrothers Chimney Service

Kansas City, KS

Brent Newsom CCR Lance Battershell CCR

Hoosier Chimney Sweep

Paoli, IN

Michael Stiles CMCT Master Chimney Natick, MA

Michael Potter CCP

Midtown Chimney Sweeps Comstock Park, MI Nathan Zomerlei CCP

Midtown Chimney Sweeps of Colorado Springs Littleton, CO Stuart McCumsey CCP

Midtown Chimney Sweeps Franchising LLC Littleton, CO Brianna Gomes CCP

PCCCS, LLC

Houston, TX

Aaron Jubela CMCT Swept Away, Inc. Largo, FL Thomas Doty CMCT

Center for Education, Research & Training

Main Campus Plainfield, IN, USA

NOTES FROM YOUR REGIONAL DIRECTORS

1REGION

Quarter 4 of any year is typically very busy but it is even more true this year for Region 1 companies Every company I have spoken with is struggling to keep up with demand, and having to charge more than ever to offset increased materials and labor costs

The upcoming Winter months will likely see consumers using systems that are uninspected and/or in poor condition to offset the very high cost of heating oil and gas While many are sinking money into repairing and updating alternative heat systems, many cannot afford the (now very expensive) repairs and are willing to “risk it � ”

Long term and sustainable availability of oil, gas, and electricity is also questionable – one mainstream news article I read mentioned the possibility of rolling blackouts from utility companies this Winter, which during freezing temperatures is a very serious problem The coming months will be interesting to watch, but all of these factors are combining to create a very busy Winter season

Revenues are up for everyone, but so are costs – the balancing act will remain the same

Passion, it’s a word I can say your board of directors has towards your trade � This group of diverse business folks is continuing the mission of our previous leaders, that have formed what we are today This past year was very exciting and a lot of preparation for our upcoming certification process, which should be ready sometime near the convention date Speaking of conventions, have you ever attended one? The 2022 venue was in Las Vegas As an east coaster, I enjoy heading to the western states � I went a few days early and was led to some National Parks � Breathtaking — we just don’t have mountains like that back east � This year's convention couldn’t be farther from Las Vegas- It’s in Montville, CT If you head out early, an ocean is nearby if you want to check out some fishing towns I recommend heading to Mystic and the many point state parks along the waterfront

2022 has been a very busy year again In our area, there were a few storms that destroyed many homes As the insurance dollars finally came through for the homeowners this summer, we were kept busy switching out factory builts and lots of stucco/crowns/liner work �

In 2023 I expect the same business climate Folks want repairs/renovations, and they want it now If you can provide that type of service, you will be busy Most of the product (except some wood inserts) have become available � Good luck to all, and I hope to see you at Convention!

MATT MAIR

3REGION

I hope everyone has had a great year so far� I have been reflecting on all the things the NCSG board & directors have been working on and what 2023 looks like

I was elected the Region 3 director and was sworn in at the annual convention in Las Vegas As I sit on the board and several committees, I now have a better understanding of what is involved and the dedication that all my fellow board members have in order to make the NCSG successful

The main goal of the NCSG this year has been to work on the process of getting the certifications accredited Two separate committees were formed to help in the process and ensure there is no bias – Education Committee & Certification Committee The members of these committees are outstanding chimney professionals that serve our communities and industry� They have been working hard on all the details of this process � Moving to 2023, the goal is to launch the new tests for the CCP (certified chimney professional), CCR (certified chimney reliner) and CCJ (certified chimney journeyman) early next year so the sweeps in our industry can finally have certifications that are accredited by the peers of our industry and not just organizations or companies The certification and education committees will continue their commitment to serving all the chimney professionals in our industry� Also, the NCSG will continue working hard on your behalf �

I am excited for 2023 and what the new year has in store for us as an industry and the NCSG organization

�

Sweeps Luck – Work Hard, Play Hard

James Owens

4REGION

We’re in a season of Reflection as we approach the end of the crazy busy season and the end of the year reviewing successes and areas of growth � I have truly enjoyed joining the NCSG Board this year and am grateful for all the work completed by the staff, the board & the many NCSG volunteers who, through their work, move the Guild in a positive direction The 2022 Convention was well attended, especially by firsttime attendees The Chimney Expo also had a great turnout with the administrative track and all the Hands on Training events � I hope you consider sharing your time and skills with the Guild in 2023 through volunteer work � There will be requests soon for convention volunteers, which is a great way to meet other Guild members and help the organization

In 2023, I hope to visit all Region 4 states for various training and service events � I’m pleased with the growth of the Advocacy committee and the Guild’s move toward more grassroots efforts The Guild needs to hear your reports of local and state legislative action and government regulation changes in your area in order to continue supporting favorable progress for our industry and, most importantly, for our customers

Please join me in 2023 as we gather at Mohegan Sun in Connecticut for Convention in late March / early April I hope you have had a productive 2022 year with your family and company� Please share your thoughts and concerns about the NCSG Guild � Your involvement is essential for the Guild’s continued success!

Happy holidays and I hope you take time to rest and enjoy your time with family as 2022 ends and we anticipate the beginnings of 2023 � Thank you for your continued support of the NCSG Guild

DEBBIE WIEDWALD

JAMES OWENS

5REGION

Greetings, Region 5! WELCOME to those who are reading this for the first time! We are thankful to have a chance to tell you all about the National Chimney Sweep Guild and, in this article, all about what has been happening in Region 5 � If you live in the Midwestern United States, which is, in my opinion, the best place to live, there is a high likelihood that you are within the bounds of Region 5 We consist of 13 states from New Mexico to Texas, North Dakota to Wisconsin, and all in between There are over 1 14 million square miles of territory in our region, and currently, 150 members in these 13 states are always looking for more of you to join us

Our region has been bustling with activity this past year! Our HOT events have again been a huge hit which is no surprise since they are the only real, in-the-field, working on actual systems in customers’ homes and training being offered in the states! We will continue into the new year with more of these as they continue to grow in popularity! These HOT events are open to all sweeps, not just Guild members There’s no catch except that the events are free to attend for Guild members, and non-members are charged a fee based on the training/project being offered � So join the Guild to save on training and, more importantly, be a part of an amazing organization filled with fellow chimney professionals!

Over the past year, I’ve traveled throughout our region, meeting with sweeps, working with them, and enjoying the camaraderie of fellow professionals Whenever I see a fellow Guild member, I ask them what they most value about being a National Chimney Sweep Guild member The answers vary slightly, but most often, the resounding answer is the camaraderie, the brother/sisterhood, the HandsOn Training, and the TAC (Technical Assistance phone line) � The ability to get together with fellow professionals from all over the US is second to none � Each time you get together is a friendly reminder that you’re not out there on your own You’re surrounded by peers who want you to learn more, sharpen your skills, and prosper! The National Chimney Sweep Guild is here to help you We’ve been around for over 40 years, helping sweeps to stay up to date on codes & standards, installations, business, and sweeping �

Speaking of learning, the NCSG hosts an annual convention chock full of education taught by the industry’s best instructors This coming year’s convention will be in Connecticut beginning March 29th! The annual convention is a great time to earn your CEUs for your national certifications, gain business knowledge, and view the latest innovations in the industry at the trade show What you learn in the classroom is undoubtedly valuable, but what you’ll learn from oneon-one conversations with fellow professionals, between classes or during evening meals, can change your life!

Thank you for taking the time to read this article; I look forward to meeting many of you in 2023! I’ll travel throughout Wisconsin, Illinois, California, Kansas, and Nebraska in January and February� Please call me if you’d like to meet for coffee or a meal! You can find my contact information and more information on all the benefits of being a member of the NCSG on the newly redesigned website at www NCSG org; I look forward to your phone call!

Have a wonderful Christmas break and good luck in the New Year! Your trusty Region 5 Director, David Steward

Stepping into our busy season from a hot summer to a very cold wet fall weather fast This year, I attended the Oregon state convention in May, the California state convention in July, the northern GSCSG workshop in mid-October, and plan to attend the Southern California workshop in mid-February 2023 �

The northern California workshop was a seminar on a removed pellet stove service and reinstalled � Replaced seals and cleaning baffles � We also did a lentil seal and power sweeping for new sweeps I was amazed by how many sweeps still are not power sweeping I was also surprised that everyone was an NCSG member except for one new company Totally impressed!

I spent time with Eric – he will join the NCSG membership soon, he just started his business, and

DAVID STEWARD

realizes the importance of the NCSG's membership, and we are excited to bring him on board!

At the Golden State Chimney Sweep Guild Convention, all but three sweeping companies were NCSG members I spent time letting them know the benefits of our organization to the new sweeps and one was a sweep from Arizona My goal is for them to us in 2023 at Convention I feel continued support of our State Guilds is a priority, along with building new State Guilds in our regions

Traveled to San Diego to see the Famous Don Leavitt As President of the Golden State Chimney Sweep Guild we honored Don aka “Father of the Chimney Sweeps and Life Coach“ our Educational Award � Don’s daughter Susan is taken very good care of Don, he looks good � We got to visit for about an hour and a half

When I started my Sweeping Business, I was in my 20s and Don took me under his wing, Straight to the “National Chimney Sweep Guild “the best decision I ever made I have been a NCSG member ever sense Don was my educational mentor for all these years When I lost my father at a young age Don pretty much took care of me with all those fatherly directions in my business � I have a lot of respect for Don Leavitt he’s like a father to me, he’s always will be Don Leavitt‘s children Susan and David are like brothers and sisters For that I’m grateful

MICHAELE DEMPSEY

THE ROAD TO ACCREDITATION PT.1

Why Accreditation and What’s Next?

By Daniel Freeman, The Chimney Doctor, NCSG Member Republished from October 2021

The end of August saw the launching of the efforts to further develop three certification programs within our industry. The Job Task Analysis Group of Subject Matter Experts (SMEs) met for two and a half days in Chicago between August 31st - September 2nd of 2021 to define the tasks and knowledge associated with performing the job of a chimney and hearth professional for each certification level: Professional, Reliner and Journeyman. »

A group of 15 men and women were selected from 14 different states scattered across the country It was a good representation of the nation; different company sizes, certification levels and exposure to various systems and fuel types were present � Everyone was very passionate about the content that should or should not be included, in what form and for which certification Spirited debates took place throughout the entire process with conversations often continuing through meals and into the evening Every one of the other subject matter experts I spoke with felt honored to have been selected and wanted to participate in order to give back to an industry that has given them so much

answering the group's questions, she impressed upon our minds the importance of the process in which we are now involved At the end of the event, I asked the entire group if it was accurate that as a group we all felt we understood, believed and fully supported the purpose of this accreditation process? The answer was a resounding “yes � ”

Individuals on the initial Job Task Analysis Group included those listed below Please thank them for the time they took and the expertise they shared if you get the chance:

• Brad Aleshire, Chimney Monkey, IL

• Cory Schafer, Carolina Chimney Services, SC

• Daniel Freeman, The Chimney Doctor, Ltd., CO

• Gary Yates, Chimney Sweep, MO

• James "Calvin" Ralls, A-1 Chimney Pro., Inc., AR

• James Owens, Owens Chimney Systems, Inc., NC

• Jason Clough, 21st Century Chimney Sweep, KS

• Jay Walker, Jay Walker Enterprises, Inc., FL

• Jim Bostaph, Black Goose Company, VA

• Joe Sauter, Your Chimney Sweep, Inc., IN

• Michaele Dempsey, Professional Chimney Service, CA

• Omie Johnson, Advanced Chimney Techniques, Inc., MO

• Rick Anderson, Anderson's Chimney Sweeps, PA

• Robby Murphy, Hudson Valley Chimney Service, Inc., NY

• Stephen Sobczak, Total Chimney Care, CT Dainis Co.

The company facilitating this entire process, Dainis Co, is owned by Amanda Dainis who manages a very professional team Their organization helps create certification programs in many industries Amanda has a PhD in Psychometrics and currently also serves as an ANAB-auditor of accredited programs She discussed the ins and outs of accreditation In

Early on, we had a much needed conversation with the facilitator about why companies pursue accreditation? What is the point; why was it different? Great questions In short, it is important that a certification is accredited because it assures integrity throughout the entire process and puts the best interest of the individual taking the test, but first and foremost, the integrity of the exam itself � Integrity to the established job tasks is fundamental to the success of the program � In the following sections, I will try to lay out what we learned going through this process in an effort to be as transparent as possible I invite you, to the extent possible, into the conference room with us this summer

Limitations

To be accredited, there are limitations placed on companies seeking accreditation, in this case the NCSG, as well as on who can participate in certain parts of the process

For example:

•

The NCSG can require that training is completed as a prerequisite to sit for the exam but they cannot require their own training course unless there are other courses that are acceptable as well They can review and approve trainings that are then acceptable as prerequisites, but there needs to be a non-biased variety of courses They can prepare a review course of their own, but it can only be taught by those who have never seen the test and do not have access to its contents other than the public outlines of job tasks To do this, specific requirements must be met and the NCSG must be audited regularly to assure that the integrity of the process has been maintained In the end, the most important point to remember is that the NCSG cannot have a monopoly on the training pathway

The NCSG accredited certifications will be vastly different from anything available within the industry at this time.

Bottom

leading toward the certification exam

• While a manual may or may not be developed by the NCSG, a review of its contents prior to examination cannot be required by the NCSG You will be tested on the knowledge required in order to perform the specific job tasks to the specific level of certification As you will see later, each one of you reading this article will have one or more opportunities to participate in this process and give your opinion on everything that has been done so far

• No one can participate in the question or test writing process who may teach a course which would prepare an individual or group to pass one of the certification tests They can teach all the other courses they want, but none that prep an individual for the exam they helped write This may include private education providers in our

industry today, depending on what they teach or might teach in the future � There is no restriction on who can teach a review or prep course otherwise, even outside of the NCSG Instructors just can’t be involved in writing the exam � Why? So that no one can say, “I helped write the test and therefore if you take my class I can guarantee you will pass this test ” I think this limitation, by itself, speaks highly of the integrity of this entire process

One other limitation discussed was some SMEs felt that the name of the Certified Chimney Professional (CCP) should be changed to something more akin to Certified Chimney Technician, etc This was brought up on several occasions, but it was repeatedly pointed out by Dainis Co � and the NCSG Education Chair, that both the CCP and the Certified Chimney Reliner (CCR) certifications are already trademarked � Changing them was not on the table at this

Supplied Photo

Top row (left to right): Joe Sauter, James Owens, Jay Walker, Stephen Sobczak, James "Calvin" Ralls, Jim Bostaph, Jason Clough, Gary Yates

row (left to right): Brad Aleshire, Cory Schafer, Robby Murphy, Michaele Dempsey, Omie Johnson, Daniel Freeman, Rick Anderson

event, nor did it have anything to do with the purpose of why we were there for two and a half days For the time being, they will stay the same and changing them is not an option � The focus of our job in Chicago was to set the job tasks and knowledge requirements for the various certification levels

Benefits of Accreditation

So why accreditation? What has been undertaken by the NCSG is and will be revolutionary in our industry once understood The NCSG accredited certifications will be vastly different from anything available within the industry at this time Generally, manuals are written and content is generated, and then exams are designed based on the content that was already produced � Reviews are offered by the certifying organization that created the exams � These reviews are often required prior to sitting for examination

The new NCSG certifications will defy loyalties to any specific organization, trainer, product, process or manufacturer Instead, they will focus on required job tasks and core

competencies that are common to the industry on a national level � These certifications will literally be created for the industry by the industry with a third party holding us to a higher standard than we hold ourselves to Because they focus on job tasks and core knowledge requirements, each one of us can have input into the process � Aren’t we all performing the required job tasks and using core knowledge requirements every day anyway?

Accreditation will also drive development of training content outside of the NCSG umbrella This process will encourage innovation and the creation of improved training programs within the industry This will only increase the quality of education across our industry as a whole and help to level the playing field and assure that many educational opportunities exist so that you can select the right training provider for you and your company�

Another opportunity that exists in the future is that NCSG could begin lobbying to have the NCSG accredited certifications recognized nationally by code and government officials

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This could create opportunities and increase understanding of our trade at national, state and local levels With increased recognition could come an ability to withstand the push from government officials in certain areas towards requiring our industry to earn accredited certifications from other industries that only partially address what we do � This may or may not be on the agenda at the moment, but is a possibility down the road

Yet another benefit of this process is that these certifications will allow for better continuity of a national standard between employment opportunities across the country If an individual has passed one of the national exams, an employer can be certain they have obtained a basic level of knowledge based on what is included in the exams they passed � Remember, these exams are not based on organizational training manuals, but on specific industry job tasks created by a consensus of experts from all over the nation � These are updated with industry input as discussed below The job tasks will be universal to the industry even though individual company protocols, products or material choices will vary

So

What’s Next?

The process ahead of us will not be completed this year, but I anticipate that the wait will be worth it in the end If you would like to be involved in the process, please reach out to your NCSG regional representative for more information �

Industry Survey

Sometime in the weeks to follow, a survey will be sent out seeking industry input on the various certification levels and what is and is not included in the various domains Perhaps by the time this article comes out, the survey will already be underway or completed In any case, your input will be sought if you would like to give it Remember, the final accredited certification will be a tool for you to harness for not only your personal growth as an individual, but for the collective growth of your company and industry as a whole �

Item Writing / Test Questions

After the industry survey has been completed, the job task lists and knowledge

statements will be updated for all three certifications � Then, 30 or more subject matter experts will take each job task and write questions to test a candidate's knowledge or the aptitude required to properly perform the required job task � This may take place next spring or be tied to the NCSG convention in Las Vegas � Perhaps we will be lucky enough to have Amanda Dainis speak at the convention and answer the questions you may have That will be up to the NCSG Board of Directors and the appropriate committees to determine, but she said she is willing to speak and host a booth to answer questions if it works out During our meetings, some ideas were discussed that could allow more people to submit test questions during or surrounding, convention but ultimately, this will require a discussion between the appropriate NCSG committees and the Dainis Co team Standard Setting (SS)

After the bank of test questions have been written, assessed and psychometrically reviewed, a group of 10 or more subject matter experts who are not trainers or who would not teach reviews prep, will see the entire bank of exam questions and rate the questions based on estimated difficulty� They will have strict non-disclosures that must be signed in order to participate in this process �

Review

Beyond this point, exams will be tested and results reviewed Some questions will be thrown out on both ends � Some may be too hard and others too easy In the end there will initially be several versions of the exam and an exam bank with hundreds of validated questions in it The process beyond this point can be expounded further as we move through this process, but this should be enough information for the time

Conclusion

This process of accreditation is far from over but it will reshape the way our industry functions and interacts with itself and possibly government and code entities as well � As an industry, we are young in comparison to other trades and this is a large step forward in how we will see ourselves and the trainees, apprentices and journeymen within our industry

This will change how others see our trade as well � The reality of the NCSG pursuing accreditation is it is in the best interest of every individual currently in the industry and those yet to discover it

Get Involved

If you would like to get involved, please reach out to your NCSG regional representative and ask how you can help Even if you never serve on one of the specific groups, you can fill out

About the author: Daniel Freeman is the founder of The Chimney Doctor in Grand Junction, CO.

Dan is member of NCSG and is both CSIA and NFI certified. He has a BS in Marketing Management and an MBA with an emphasis in Strategy & Leadership from Western Governors University. He

THE ROAD TO ACCREDITATION PT. 2

Updates on NCSG Certification and National Accreditation

By Jessica Thornton, NCSG Associate Director Republished from September 2022

In March of 2021, NCSG began the arduous process of earning national accreditation for its certification programs. With the help of experienced contractors and the time and talent of countless chimney sweeps, NCSG has been working hard to redevelop two of its existing certification programs (CCP and CCR) and introduce a new Certified Chimney Journeyman (CCJ) designation. There are numerous steps involved, but ultimately the goal for NCSG is to gain accreditation for the three programs. Once accreditation is granted, NCSG will be required to operate its programs in accordance with The ANSI National Accreditation Board (ANAB) requirements and ISO/IEC 17024 requirements. This includes participating in annual surveillances to demonstrate continued conformance with all requirements. »

Over the last several months, a group of subject matter experts (SMEs) completed the job task analysis to determine what knowledge, skills and abilities are needed to be successful in a specific job role. The result is an exam blueprint that is relevant, valid and concise The blueprint has been reviewed and approved by the NCSG Certification Committee. The SMEs are currently in the process of finalizing item writing (writing test questions) and standard-setting (also known as setting a cut score or conducting a passing point study). This is one of the final steps to developing a certification test.

Meanwhile, an NCSG Certification Committee has been formed which will serve as the governing body of the certification programs moving forward� The committee is comprised in an effort to maintain an unbiased position, with no more than 25 percent of its volunteers being affiliated with the NCSG board of directors. It also represents the regionality of the trade by pulling volunteers from the four US Census regions These individuals have generously agreed to volunteer their time and talent for the purpose to provide oversight for the direction, development, and delivery of NCSG Certifications, as well as the maintenance of ANAB ISO 17024 Accreditation�

Currently serving on the committee are:

• Chair, Steve Sobczak, Total Chimney Care, Region 1

• Drew Stein, Chimspector Venting Specialists, Region 3

• James Owens, Owens Chimney Systems, Region 3

• Joe Sauter, Your Chimney Sweep, Inc�, Region 4

• Kevon Binder, Jr , Doctor Flue, Inc , Region 4

• Rick Anderson, Anderson’s Chimney Sweeps & Masonry Services, Region 1

• Robby Murphy, Hudson Valley Chimney, Region 1

• Sally McKnight, The Irish Sweep, Region 6

Throughout this entire process, careful attention has been paid to avoiding bias and conflicts of interest. Governance of the certification program strives for neutrality in all aspects When considering NCSG accreditation ANAB is going to look for inherent bias and

conflict of interest within the governing body of the certification. We have been diligent and intentional in ensuring that the NCSG Board of Directors, Certification Committee, and Education/Training committees are operating separately. This allows the NCSG Certification Committee oversight of the certifications, but still, maintains a connection to the board For example, by not giving a voting majority to board members on the Certification Committee, it helps maintain the neutrality for which we are striving� The committee is currently working alongside NCSG staff to ensure that all these crucial details are in place in order to apply for accreditation this fall

You might also be asking, why is this important? Why go to all the trouble when we already have a certification program? The answer is NCSG does not have an accredited certification program. Accreditation is important because it adds value� Consider:

• ANAB is the largest multi-disciplinary accreditation body in the western hemisphere, with more than 2,500 organizations accredited in approximately eighty countries�

• Accreditation signals to an employer that the credential holder has undergone a valid, fair, and reliable assessment to verify that they have the necessary competencies to practice�

• Accreditation provides an added layer of legal defensibility against invalid claims

• Accreditation assures the competency of the certification program.

• The accountability and transparency built into the process supports conformity assessment attestations and can result in reduced liability insurance�

In summary, the forthcoming ANAB accreditation symbol on your certificates conveys distinction in the marketplace that is recognized by the public and consumers The process used to accredit NCSG ensures that NCSG conforms to the highest accreditation standard and represents the best accreditation practices We are looking forward to being able to offer the highest certifications available that are recognized and identifiable to the chimney venting industry!

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BOOM! It's 2022, and by now we all agree that training is important! It's a nobrainer, it’s a must, it’s an obligation to our employees, customers, and is necessary to the success of every business

within the chimney industry The businesses that they operate are in chimney services, sales and safety consulting as well as fabrication The content provided is based on real-world experiences and is brought to you in that very context � We are not just taking ideas that we read from a book and regurgitating them for our subscribers � Yes, SureFire is a training platform but it’s also a partner and advocate in your company's growth strategy and champion for your success

SUREFIRE TRAINING ACADEMY

Let's review –training by definition is the action of teaching a person a particular skill or type of behavior. Much like the NFPA 211 Level 1 inspection guidelines, basic training of employees is the absolute minimum requirement to run a quality business I’m sure we can all agree that it takes a lot more than training to be successful and to say that “you train your employees” is just not enough

When you step back and take a look at your business, can you see all of the areas that need improvement?

How proficient is your office staff at answering the phone? Are you following all of the OSHA guidelines in your safety program, do you even have a safety program? Do you have all of your documentation in order? Are there any areas of waste in your business that need to be addressed? Do you know what your sales closing percentage is? Do you have a healthy company culture? Oh, and are you profitable?

As you can see, the list is never-ending and we often find ourselves running in circles just trying to keep it all under control, not to mention anything about improvement Instead of only focusing on the act of training, let's broaden that definition to include progress and growth Definitions include words like: to develop, to gradually increase, to move toward a goal, to further increase.

Unless you are wanting to get out of the business or maybe you’re content with your life, most of us would agree that these things are all priorities we strive for

Enter Surefire Training Academy� One of the many things that makes SureFire so relevant, is that each of the partners actually runs a separate business

Once you have chosen SureFire as your growth partner, that’s when the real work begins � Now it’s time to implement, create consistency, hold yourself and your employees accountable, commit to healthy growth and make a training culture a massive priority in your business We help you do this! Each and every one of us is at your disposal whenever you are in need Just like your company's success is dependent on your employees' success, our success is dependent on yours

What are the real goals for your business and your life? Is it growth, a bigger, more streamlined and efficient business, fewer headaches, more free time? Regardless of your goals, most business owners want to make more money, reduce risk, reduce chaos and have more freedom � Your employees also have the same wants and needs Don’t make it harder than it needs to be �

Take this real-world story as an example: It was a mid-August afternoon, Joe the Chimney guy was scheduled to take his certification exam the next day� He had been employed by XYZ Chimney Company for a little over 6 months � There was no real training program other than the old “big dog, little dog” training that he had received over that time He was given a book to study months ago, but hadn’t really picked it up until recently A lot was riding on him passing this test, he needed to make more money and the company desperately needed him in a truck of his own � Joe stayed up all night studying before showing up for the test Hours later, he presses submit and waited for the moment of truth — HE FAILED!

Without an easy and proven way to quickly and consistently train your employees, this same story plays out over and over again for about 40 percent of the technicians who take the exam

If this story resonates with you, ask yourself if training is a part of your culture, or do you tend to focus on training only when there has been a problem, someone gets hurt, or when you need new tech, etc ? The biggest frustration is when the owner realizes something that the employees should have known, but don’t

The Reality:

Most chimney companies want to grow in some way, whether it's through added services or employees or putting more money in the profit category This is where we change the conversation from training to growth and what all of it means

If you haven’t noticed, the world is becoming increasingly digital Online training is now more accessible than ever and provides a host of benefits Online training enhances employee performance, boosts productivity, reduces employee turnover, improves company culture, provides a broader range of learning topics, while helping with lower overall company training costs �

An IBM study revealed that employees who feel they cannot develop in the company and fulfill their career goals are 12 times more likely to leave the company 89 percent of employees want training available anywhere and anytime they need to do their job 85 percent of employees want to choose training times that fit their schedule � 80 percent of workers believe regular and frequent training is more important than formal workplace training 76 percent of employees believe their companies should provide more digital skills training; only 44 percent said their employers currently do so �

The lack of training leads employees to feel underappreciated, undervalued and unengaged in their job � Once it gets to this point, employees either leave or get fired for poor performance Being one of the toughest labor markets in history, this is an unacceptable risk to be taking When you consider that hiring someone can cost up to 30 percent of the job's salary, that makes $50,000 a year employee equal to around $15,000 to hire and train someone new, that's if you can find them

Do you ever wonder if your technicians are really getting it? With SureFire, you know� All of the information and tools you need will be at your fingertips � The SureFire system builds confidence through videos and quizzes at the end of each course, which keeps technicians engaged and excited to learn It provides both the business and the technician a proven and consistent road map to success, and it works �

SureFire strengthens the skills that each employee needs to improve It raises the knowledge and confidence of all employees to a higher level, and helps reduce any weak links within the company

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If you are looking to grow all aspects of your business, we have a solution! If you struggle with training your employees, we have a solution! If you need a proven growth and training system that works, we have a solution!

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TIPS FROM SPARK MARKETER

Is SEO (Search Engine Optimization) a Good Investment During a

Recession?

CARTER HARKINS & TAYLOR HILL SPARK MARKETER

It's been a great run for the last few years for home service businesses, and the chimney industry has certainly done much better than anyone thought it would during the pandemic However, things that go up, they say, must come down The question for the downturn seems to be, "what do I spend for marketing that will get me through this down period and put me in a better position once the economy goes up again"?

While this seems to be a good question, it's the wrong question to ask at the wrong time Let me explain�

The Right Question at the Right Time

Unfortunately, when "everything is going right" and "leads and new business are coming in like crazy, and you can't keep up" happen, hardly anyone asks the following question: "what do I spend for marketing right now that will not only keep me moving through these good times, but also keep me in business at the forefront of my customer's thoughts when the downturn comes?" Because we all know it will come, right?

The good news is no matter which question you ask, the answer is the same; Search Engine Optimization (SEO) is the best and most longlasting marketing move you will ever make for your business if you are relying on a search engine (Google, Bing, etc ) for new business

When a website is built and written, the structural foundation should be laid, followed by ongoing on-page, technical and off-page SEO maintenance as Google, the main search engine, changes and

tweaks its algorithm 1200 to 1500 times yearly In a 2-week period in September, they had three significant back-to-back changes that affected rankings

SEO infrastructure brings potential customers to your website A great converting website brings trust and credibility to your company and convinces the potential customer that you are their choice business Normally, the prospect gets other people's opinions before pulling the trigger by looking through and reading reviews Suppose everything looks good, and the potential customer gets the warm fuzzies from the experience In that case, you have a brand-new customer to delight and prove they made the right decision Without SEO, people don't get to your website to begin the process unless you use ads, which you don't own or control You know and control your website and what goes on it� And if you don't own it, that is the first thing to change.

An SEO Analogy

If you think of potential customers as water that moves through a pipeline to your property, then SEO is the pipes, connections and outlets you need for water to flow correctly. If everything is working, no one even thinks about the plumbing But if you turn on the spigot and no water comes out, all HE double hockey sticks break out!

And like laying pipe with new construction, it's a lot easier to build the on-page SEO structure in building a new website than going back and doing it after the fact� Not impossible, just harder and, in many cases, more expensive It's this structure that is the base for business longevity� And, just like your plumbing, you forget it's there unless there's a problem It's boring, and you can't see it, and you will have a much better chance of getting through a downturn than those who don't have it and are forced to compete using only ads�

Optimization (SEO)

People today have a search-first mindset daily, with Google as their first go-to for just about any question they may have Stop and think about what you do when you need something or want to find an item, service, or something local This past year, Google reported 5 6 billion searches per day This is a 60% increase in searches in one year—and you can check out how many they had today and see this growth year over year tinyurl com/5eej7ubt

With developed SEO over time, you can reduce dependency on paid channels: Paid channels (Facebook Ads, AdWords, etc ) have only increased in cost and competition tinyurl com/36f2ac9c Add that to the privacy restrictions on digital advertising channels that have led to reduced audience targeting options, and you end up having to pay increasingly more for less tinyurl�com/mr3vawn3 You have choices; you can continue to pay for third-party ads on platforms you don't own or start working on a platform you own� It's up to you�

The top result in Google's organic search results has an average click-through rate (CTR) of 39 6% tinyurl com/mpuukmm6 Compare this to the average 3 17% CTR for paid search ads on Google� Yet, many businesses will spend a ton of money to get a 3�17% CTR and complain about spending the money on great SEO to get a 31�7% CTR!

Here are the most recent breakdowns for home service businesses for ads tinyurl com/38etvcjr 89% of marketing leaders feel that organic search will drive more revenue in the future� tinyurl�com/yeyuw3xp This has much to do with a much more educated online user with a

search-first mindset.

Think about it If your business currently spends a lot of money on paid ads to drive website traffic and conversions, you can drive that same traffic (or a portion of that traffic) through organic search instead of through PPC ads� Over time, this could reduce your customer acquisition costs

With paid ads, you'll generally pay for each and every click generated On the other hand, organic search can continue to drive clicks long after the initial improvements for ranking have been made

Now that we have made a case for the importance of Search Engine Optimization, let's look at the following:

Marketing during a downturn — where does SEO fit in?

The following quote is from a 2009 Harvard Business Review article, 'How to Market in a Downturn,' by Professor John Quelch and researcher Katherine Jocz� In the article, they write that marketing still has a major role to play in times of economic uncertainty:

"Marketing expenditures in areas from communications to research are often slashed across the board—but such indiscriminate costcutting is a mistake Although it's wise to contain costs, failing to support brands or examine core customers' changing needs can jeopardize performance over the long term "

(Source: Harvard Business Review)

Ten years afterward, Harvard Business Review contributors assessed more than 5,000 companies' performance over the last four business cycles They found that one of the similarities among the more successful businesses was a continued focus on long-term goals, despite the challenges introduced by a downturn:

"Companies with a longer-term perspective achieved four percentage points higher annual growth during the downturn as well as two percentage points higher total shareholder return�"

The real beauty of SEO is the long-term benefits

and stability we see in all sizes of businesses� These benefits include but are not limited to brand awareness, conversions, and visibility, which are great when times are tough Other companies are running away from investing in those same areas online. They are all great benefits when things are good as well

The results compound when you establish highranking pages on your website that offer expanded opportunities for your site to rank better Following the guidelines and hitting the marks that Google lays out in their guidelines, along with staying at the forefront of any changes, gives every business a leg up online if they are listening and willing to do the work�

Knowing when algorithms change, improving your website's overall technical health and staying on top of things like evolving best practices for page experience, site speed, and ADA Compliance helps you maintain a competitive edge in the top search engines consumers use daily If you fail to keep pace with SEO best practices, you risk the loss of search-driven traffic, which in turn could result in lost opportunities for new customers and growth, as well as increased opportunities for your competitors�

Thus far in 2022, 30% of marketing budgets, on average, are dedicated to web-focused marketing projects suggesting the ongoing importance of website health and digital customer experiences for businesses worldwide� Of course, if you are not using a budget, you may be spending far more or less of what the average business is paying to keep its online presence top of mind�

So, IS SEO a Good Investment During a Recession?

YES! SEO is the best long-term investment you

can make for your business at any time if:

• You want business longevity

• The Internet remains the #1-way people find you

• You understand it's an investment in a property you own and not an expense to be paid out to a third party

About the authors: Carter Harkins and Taylor Hill are the authors of "Blue Collar Proud: 10 Principles for Building a Kickass Business You Love" and the owners of Spark Marketer, a ‘no bull’ digital marketing company that’s been getting sh*t done for home service businesses across the nation for a decade. They’re trusted thought leaders in the industries they serve, which is why you’ll find them regularly speaking at service industry trade shows and conferences and writing for trade magazines. Tired of empty promises and ready for focused digital marketing + balls-to-the-wall dedication that gets your business seen? Visit sparkmarketer� com .

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COACH’S CORNER

JERRY ISENHOUR CVC SUCCESS GROUP

I recently spoke at and attended an event called Vertical Track, sponsored by Tommy Mello � This event features a few high-level speakers, one of whom was a coach and author named Michael Bernoff, who has written a book entitled Average Sucks � But the presentation he did at Vertical Track was on the words you use for success, and the words you use that can lead one on the path of failure I have often phrased this as the words that would create a wall between you and your customer

This has been a subject that I have spoken on in many presentations over the years Some years ago, I traveled around the country and presented a series of seminars entitled "Diagnosis & Documentation" that went deeper into how to properly communicate with customers � Some of you may remember these seminars, and I still present this information under our Diagnosis and Analysis presentations

As I often review the comments made by industry members in Facebook industry forums, I often see examples of language that do not promote understanding; instead, they promote the building of a wall of misunderstanding Let's look at some of this language that does not have a scientific basis � These will be a wall that will likely block your objectiveness in building trust and a relationship where the customer believes in you enough to buy from you

"You Can't Use This!"

This is a phrase to use that will surely build a wall The customer certainly can use it, as you do not have the power or authority to give this directive to the customer� This is their home, and

unless an AHJ can do this directive and back it up, they most certainly can use it if they wish If this is in your vocabulary, stop it and start using an alternative language that will answer the customer's needs � Consider also using this language, which creates a judgment, not a solution It puts into a black/white, good /bad call The point is to create a process to a solution that gets the customer the results toward using the appliance or fireplace in an operationally ready state � Examples of this include some of the following:

"In our opinion, the installation, or part of the installation, is not operationally ready. Some defects must be addressed to get it back to operational readiness."

This non-confrontational phrase says what you want to say without being a directive or an order This should open up the discussion of why it is not operationally ready, where the customer is much more prepared for an informative discussion than a defensive discussion � Remember, many times, the installation is not ALL bad! Comment on the section, part or area preventing it from being operational Target those items or areas so the customer can see you looked thoroughly at all parts or sections of the installation � Define the problem, confine your language to it, and refine your process, so the customer understands their situation; these are your recommendations for corrective actions

"The installation, or part of the installation, while meeting codes and standards at the time of construction, does not meet present-day codes and standards after problems were noted in the field."

Now you have opened communication on a positive note, as you shared that when the

Are the Words You Use Critical for Success?

installation was done, it did meet the standards of the time This could involve many scenarios, such as the slammer insert, the unparged smoke chamber and many other issues you find in the field You must be aware of the codes and standards in effect during installation � Although code or the manufacturer's installation instructions is what I consider as operationally ready Codes are a columniation of material science, engineering, evidence and field experience They provide installation with being able to place a fire in the middle of a home without burning the structure down and can be repeatedly done and performed to the intended function on many occasions

"You have water entry issues related to the (improper crown, flashing issues, water absorbent masonry materials, deteriorated chase cover, etc.) and we suggest corrective action to eradicate these issues."

Again, we want to use terms that open up discussion � This is where a basic knowledge of the issues and how they lead to other major issues is vastly important in the conversation "There are gaps and voids in your flue lining system that prevent the flue lining from doing its job of protecting the fragile chimney casing from the corrosive effects of combustion gases."

Another often-found issue, where the unproven term of safety, comes into play It would help if you understood why flue lining was required in chimneys It was not for safety but for protection

and the ability to vent all combustion products out of a home and contain any remaining in the venting system � Be prepared to discuss this � Also important to understand is when flue lining was initially recommended and by whom, as often you may be told that the structure was built before the advent and introduction of flue lining

The above are just a few examples of language that, instead of putting up a wall, will invite discussion to allow you to build a relationship and trust and, in the end, let your recommendations prevail � Take this as the start of a list of the right words to both writes and say to start a good discussion that is informational, productive, and not confrontational

Now that you're sure what to say, how do you remember it? Several years ago, we developed a process we call Virtual Quality Control, where a technician will record their conversation with the customer using a screen recording app on their

digital device They will share the documentation with the customer There is a process to follow for this to be effective � This will allow you to review your presentation and words and request that a trusted mentor reviews them for their opinion of the language This will also provide a tool for the often-needed follow-up

DISC is the assessment of behavior and communication styles Each style has its own communication process and understanding your own style and being able to read the DISC of others will be a tremendous boon to your success � Most of all, understanding your customer and reading your customers' DISC personalities will enable you to tailor your presentation to a style that will gain the most traction with them

Most of all, embark on a program of selfimprovement — be determined to be a better communicator� It will help you achieve your goals in life �

About the Author: Jerry Isenhour is an industry consultant, educator, and coach who authors a monthly article in Sweeping as a service to the industry. He is a Past President of NCSG & CSIA, along with serving in several volunteer industry positions over his career. For more information about Jerry and how his team can assist you individually and your business in your quest for success and your ascent to the next level, take a look at his website www.cvcsuccessgroup.com He can be contacted at jerry@cvcsuccessgroup. com or by phone at (704) 425-0217. You can also obtain great business tips from his Facebook page CVC Coaching and YouTube channel CVC Coaching. CVC Success Group also has a broadcast/podcast, The Chimney & Fireplace Success Network, that is broadcast on Fridays at 12 PM Eastern time and also can be found on your favorite podcast channels.

Darwin Award

I saw this chimney driving down the road and got out of my car thinking of the Darwin Award � Not only is it too short to draw properly, but let’s hope that the spark arrestor on that cap stops every last spark or Santa will not have a chimney to come down this year!

Submitted by: Tim W of Tennessee

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

CLASSIFIEDS

NEW

Selling 44-year-old, very established and reputable Chimney/Dryer vent service company in Ft Worth, TX Did $369,000 gross in 2021, $182,565 thru June 2022, with one truck operation, and no paid advertising � Could easily double or triple that with more sweeps on road, as we lose tremendous amounts of business due to being a 1 crew, (owner and helper), operation, and being booked up for weeks or months, for much of the year, and many customers won’t wait; plus we service only Tarrant County, with Dallas, and the entire DFW metroplex being ripe for expansion � Best weather in the U � S � for this business, with very few non workable bad weather days Over 10,000 customers in data base with many, many being repeating customers Price is negotiable, and will include enough professional vacuums, ladders, and service equipment for 2 or 3 trucks Plus price of, “in stock” resale inventory Low milage like new 2019 ¾ ton extended Chevy Van available, plus 2 older ¾ ton chevy vans Can be money making Turnkey operation for the right experienced sweep/Tech from day one Or perfect to expand existing business in the DFW area, or from a different city� Owner since 1978 must retire. Contact Shelton on cell phone 817-798-0262. Or email shelton@aceofsweeps.com.

TURNKEY IN THE SOUTHWEST AND READY TO EXPAND!

Solid bones of a 100% CSIA staff certified / National Chimney Sweep Guild membership business � Current service area includes two of the highest income counties in the country Opportunities for factory-built fireplace rip and replace and gas conversion abound Exceptionally under serviced region so potential for sales and service expansion as well as regional expansion are primed and ready Sale includes committed, experienced and certified staff, high quality equipment, inventory, and vehicle Large customer base, including a significant percentage of high-net-worth households in a robust, luxury real estate market Strong referral network of residential and commercial vendors Inquiries: chimneybizsantafe@gmail.com

CLASSIFIED ADS FREE FOR NCSG MEMBERS

NCSG members can run ONE 35-word classified ad for free each calendar year, 36+ words are $1 per word after. Additional ads are $1/word, or $2/word for non-members. Classified ads are non-commissionable and must be pre-paid.

To place a classified ad, please e-mail marketing@ncsg.org

BOARD OF DIRECTORS '22-'23

President | At-Large

Thomas Hunkele topnotchchimney@gmail.com

Vice President | Region 1

Matt Mair matt@blackmoosechimney.com

Treasurer | Region 2

Bill Thornton wissahickonvalleysweep@yahoo.com

Secretary | At-Large

Steve Scally firesidesweeps@comcast.net

Region 3

James Owens james@owenschimneysystems.com

Region 4 Debbie Wiedwald debbie@blackburnschimney.com

Region 5 David Steward copperridgechimney@gmail.com

Region 6 Michaele Dempsey prochimneymichaele@gmail.com

At-Large

Joe Sauter joe@yourchimneysweep.com

At-Large Tim Smith certifiedchimneycare@gmail.com

Supplier Representative

Stuart Karanovich stuartk@saversystems.com

COMMITTEE CHAIRS '22-'23

Advocacy

Debbie Wiedwald debbie@blackburnschimney.com

Bylaws

Matt Mair (603) 525-7905 matt@blackmoosechimney.com

Certification

Steve Sobczak steve@totalchimneycare.com

Convention & Expo

Stuart Karanovich (765) 966-5084 stuartk@saversystems.com

Education

David Steward (918) 798-6265 copperridgechimney@gmail.com

Ethics

James Owens james@owenschimneysystems.com

Governance

Steve Scally (603) 895-8746 firesidesweeps@comcast.net

International Relations

Victor Imgarten stlswp@accessus.net

Membership

Michaele Dempsey prochimneymichaele@gmail.com

NFPA 211 Jim Brewer (757) 435-0407 jim@rooftopsafetyusa.com

NFPA 31

Steve Scally (603) 895-8746 firesidesweeps@comcast.net

NFPA 54 Jim Brewer (757) 435-0407 jim@rooftopsafetyusa.com

Technical Advisory Council

Steve Scally (603) 895-8746 firesidesweeps@comcast.net