3. February/March 20010 Volume 34 #2
Table of
Contents
Features
16
Online Marketing Strategies to Promote
P.18 Your Business
18
Nine Ways to Keep Your Employees
Engaged
21 How to Never Sell Again
22 Meet a Member: Kekuhaupio “Keku” Akana
24 Alone
26 ASA Report Shows Overall Improvements
P.22
Departments
3 Presidential Post
6 Editor’s Letter
6 Letters to the Editor
8 Industry Watch
10 Technical QA
P.33
12 Code Talk
14 Progressive Perks
Sweeping: The Journal of Chimney and Venting Technology (ISSN# 1041- 15 CSIA Update
6692) is published 11 times annually, by the National Chimney Sweep Guild,
2155 Commercial Drive, Plainfield, IN 46168. 28 New NCSG Members
Annual dues to the National Chimney Sweep Guild are $459 for Voting
Member Companies and $689 for Supplier Member Companies, of which 30 Dates Events
$80 goes toward a subscription to Sweeping: The Journal of Chimney and
Venting Technology. Additional annual subscriptions are available for $80 by 32
2009-2010 Sweeps Advantage
contacting the National Chimney Sweep Guild at the office of publication
(NCSG, 2155 Commercial Drive, Plainfield, IN 46168).
Coupon Program
POSTMASTER: Send address changes to: 33 Perspective
Sweeping: The Journal of Chimney and Venting Technology
National Chimney Sweep Guild 35 Display Ad Index
2155 Commercial Drive
Plainfield, IN 46168
36 Classifieds
FEBRUARY/MARCH 10 SWEEPING 1
5. Presidential
BY RANDY BROOKS
NCSG PRESIDENT Post
I t was a pleasure seeing so many of you at the recent
National Chimney Sweep Guild convention and trade
show. Reconnecting with old friends and making new
ones is such a large part of why the event is well-attended
and reviewed. If you have never invested in this event,
please start planning for next year’s convention and tradeshow in
Hartford, CT (February 23-26, 2011), now so you don’t miss out
again.
at conventions etc. This knowledge is often limited and is not any
substitute for the first hand education you can invest in.
The fact is, you can harm your business greatly by not investing
in education. There have been numerous legal cases I have been
retained for over the years, were sweeps have been in business for
many years and without having ever invested in education. These
sweeps will omit documentation from a report or not provide any
report at all. Sweeps will perform a repair or installation without
As your professional staff and new board of directors prepares first inspecting the system at the required level and will miss fire
for the upcoming annual planning meeting at the Tech Center safety concerns. Attorneys will focus their case on the amount
in Plainfield, IN, we should likewise be planning the future for of available education out there to educate sweeps and question
our own businesses. As NCSG members who have dedicated why professionals haven’t invested in this education.
themselves to be the best in the trade serving their area, and have
signed a code of ethics indicating their willingness to learn more,
the time couldn’t be better.
Many NCSG members are also CSAI
Certified Chimney Sweeps. Many of
those members likewise have furthered
their knowledge by attending education
and earning certifications offered by the
CSIA, FIRE, NFI and others. Hundreds of
sweeps annually avail themselves of CEU
creditworthy education offered by the
facilitators mentioned earlier as well as
through regional events held around the
country and on the Internet.
Continued learning is the cornerstone of
any successful business. When looking
through the SOPs of my own business, and
remembering the origin of the information
and how long we have been doing these
ncrease Your Profits With
things, the investments we have made to
improve the way we operate today are really
These roven Sales Tools
put into perspective. We will continue to
invest
in education aimed at growing our business
as we realize we still have a long way to go. For a limited time, you may choose up to four money-making
Membership in the NCSG can only educate product sales brochures in packs of 25. To receive your
the sweep to a certain extent. Members can FREE Sales Brochure pack(s), simply fill out the easy online
certainly ask questions of a technical nature
of other members on the discussion list, form at chimneysaver.com/freebrochures no later
through the technical advisory council or
than March 13th, 2010.
by simply picking up the phone and calling
any of the dozens of sweeps you have www.ChimneySaver.com
personal relationships with through meeting The leader in chimney protection.
FEBRUARY/MARCH 10 SWEEPING 3
6. Naturally, education and knowledge can be a double-edged concerns or performance concerns I understand today. I owe that
sword. We can be held to the high standard of the knowledge knowledge to the investments I have made through the years in
and education we have attained. Meaning that, for example, you my education.
have invested in CSIA certification, and you opt not to properly
communicate and document valuable information as instructed in I challenge each of us this year to invest in ourselves through
the program, you can be liable for not upholding the credential’s quality education provided through the industry. Expand the
standards. The best policy naturally is to use the education you knowledge you provide to your customers and expand your
have attained and maintain the standards you have tested to in bottom line as well. Invest your hard-earned dollars back into
your everyday operations. the industry that has provided such a high quality of living for
all of us.
Many would argue, and I would concur, that a Level I inspection
is a minimum requirement of any sweep performed. The only To the hundreds of members with little to no education, I believe
exception to that would have to be communicated with the that you are walking a thin line. Look around you at the vast
customer and documented in writing that no inspection was amount of quality education and invest in yourselves. You will
performed at the request of the customer. That being said, I not regret spending money on education that brings such an
always document with field notes (with the potential in mind for immediate return on investment.
them being subpoenaed at a later date), and include them with
my paperwork. Additionally I note on the written documentation With the economy turning around ever so slowly, as an
that oral communication took place concerning my findings industry we must grow our numbers, knowledge, incomes and
as well. I have spoken to many sweeps that feel if they don’t acquaintances to be the best we can be. Our founders envisioned
put anything down on paper, they are somehow isolated from an industry that the consumer turns to for their every venting
responsibility. This is far from accurate. need. We have moved significantly in that direction and will
continue the march for years to come. Innovation in every area
As professionals, the public looks to us and to professionals is always at the forefront. Until next time and as always, keeping
in other fields as the authority on the issue of contract. In this the health and well being of all sweeps in my thoughts and
case, the issue is the chimney and venting system. I remember prayers.
those early days in my career before much or any education
was available to me when I legitimately didn’t know the safety Randy Brooks
4 SWEEPING FEBRUARY/MARCH 10
7.
8. Editor’s BY MELISSA HEEKE
Letter NCSG DIRECTOR OF COMMUNICATIONS
Running your own business is not an easy job. Having corner. More often than not innovation knocks when you or an
employees may be even more difficult. This month’s issue employee sees something as though for the first time. Or when
inadvertently became focused on employees. On page 18, you ask yourself any of these questions: How can I do this
Customer Care Coach Joanna Brandi shares her insights on how better? …Easier? …Faster? …Smarter? Now is the time to look
to keep employees engaged. We get to meet Kekuhaupio Akana within and improve yourself and your business. I hope that this
of Shakasweepers and his employees on page 22. And, Greg issue of Sweeping helps you do just that.
Polakow shares his thoughts whether or not to have employees
starting on page 24. All the best for a safe and successful Spring!
Whether you have employees or not, you do have the
opportunity to take a bit of time to (yes, I’m going to say it
again) work on your business now that Spring is just around the
Letter to the Editor
Sweeping an Oil-Fired Appliance Chimney Philip,
Dear Editor, I certainly agree with you that in some cases a poor performing
I read with interest the article “Sweeping an Oil-Fired Appliance oil-fired appliance will soot up the chimney and it is very
Chimney” because I spent 20 years cleaning furnaces. Our rule- important to the appliance’s efficiency that the appliance also be
of-thumb about cleaning these chimneys was always this: “The cleaned. It is very possible that the chimney can be dirty and the
soot flakes off the walls of the chimney and falls to the bottom”. appliance itself can be clean. Let me give you an example: the oil
Therefore we only cleaned the bottom of the chimney and heat technician services the appliance annually, but the chimney
“Power-Vacuumed” it. (Power-Vacuum Trucks generate 5,000 cfm may have not been swept in three years. In year one and two
through an 8 inch hose.) the appliance is running great, but in year three the nozzle gets
fouled and the appliance starts to run poorly, sooting the heat
While I am sure the benefits cited of sweeping these chimneys exchangers, connector pipes and chimney. The oil heat technician
are valid, (such as reducing corrosion), my main point of comes in and changes the nozzle, brushes out the heat exchanges
disagreement is this: If the chimney is dirty with soot, then and vacuums out the fire chamber. He then makes the proper
the appliance is also dirty and must be cleaned also. Effective burner adjustments, checks the flame and is on his way. The
cleaning of an oil-fired appliance is best accomplished with a appliance is clean but the chimney is still dirty.
Power-Vacuum Truck and attached compressed-air nozzles. Not
to mention the ease of containing the terribly oily and dirty soot I am often asked if the chimney sweep should come before or
particles during cleaning. after the oil heat technician. Since, in order to perform a proper
sincerely, tune up, the venting system must be able to perform its intended
function. So the chimney should be swept (if needed) before the
Philip Krogh (member NCSG) tune-up.
Dryer Vent Solutions
Woodinville, WA I will not debate which method of cleaning a boiler is better,
425-398-5001 the Power-Vacuum Truck and attached compressed-air nozzles
or the brush and vacuum method recommended by National Oil
Editor’s Note: Since I’m not an expert on oil heating, I sent Philip Heat Alliance (NORA) Technicians manual. Either way a clean
Krogh’s comment to the author for a response. John Pilger’s appliance and chimney is very important to the boiler’s efficiency.
response:
John Pilger
Chief Chimney Services, Inc.
Smithtown, NY
6 SWEEPING FEBRUARY/MARCH 10
10. Industry
Watch
Duct Cleaners’ Supply’s Build-A-Brush™ Receives
Patent
The Build-A-Brush™ can be configured in many different
ways depending on the need at hand. The system comes with
specially channeled, flat metal components. Varying numbers of
these components can be stacked, each layer holding a scouring
medium. A chimney sweep or duct cleaner can examine the task
at hand, choose a scouring medium and brush configuration
which will best suit the conditions, and put together a brush
custom fitted to the job. All parts are reusable, so the components
can be used over and over again—even in different configurations
if desired. The Build-A-Brush™ can use many different types of
“scouring media,” such as cable, weed trimmer line, wire, springs
and more.
Duct Cleaners’ Supply has a wide range of specialized tools for air
duct, dryer vent and chimney service.
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.
CrownGuard
Severe weather crown repair protection
Centering system for metal chimney
liners.
®
FireGuard
mortar joint repair system
The most advanced chimney liner in the world Patented
PROVEN TRACK RECORDS ~ Solid profits ~ Engineered distinction
Exceptional technical support service
To order call: 800-545-6607
info@firesafeinc.com www.firesafeinc.com
8 SWEEPING FEBRUARY/MARCH 10
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12. BY DEBBIE CORNELIUS
MEMBERSHIP DEVELOPMENT
COORDINATOR
JUST A REMINDER – HOW YOU CAN EARN $$$$$$!
Did you know that by promoting membership in the NCSG you not only help the Guild but you will reap rewards too! Simply
refer a new NCSG member and you will receive a $50 certificate you may use the next time you pay your dues saving you
some $$$$.
To participate go to the NCSG website and obtain a copy of the membership application form. Be 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.
Your participation in the Member-Get-A-Member program not only helps strengthen the Guild’s membership but allows you
to win too!!
$50.00 off membership dues for each 1 – 4 * new members
Free membership Dues (equal to 1 year) 5+ * new members
Save some money on your 2010 NCSG dues by simply promoting membership in the NCSG at every opportunity you have.
*New Member – has not been a member of the NCSG for at least four (4) years
New NCSG Regions
Effective February 23, 2010
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: 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
10 SWEEPING FEBRUARY/MARCH 10
13. DuraChimney ii
Engineered Excellence
• UL approved shroud
specification makes
the termination more
aesthetically
appealing.
• Has 10”, 12”, 14” and 16”
diameters, covering a
wide range of fireplace
installations, eliminating
the need for
multiple flues.
• Sections connect
with 3 sheet metal • Lengths range from
screws, lowering the 12” to 48” for a faster
cost and eliminating and less complicated
the need for mortar installation.
or adhesives.
• 1½” air jacket between
the inner SS wall and
the outer galvanized • Offers a choice
wall, allowing air between a standard
to cool the exterior starter
section of the chimney • Comes with a section and one
for 2” clearances to Limited Lifetime with a UL Listed
combustibles. No Warranty. factory installed
heavy and expensive damper. Eliminates
insulation required to the need to field
achieve code approvals. install a damper.
• Lightweight, to
reduce the fireplace
load, and the cost
associated with a
masonry chimney.
• Made of stainless
steel and galvanized
steel, allows the
• Parts are unitized, so chimney to heat
there is less assembly up faster, and draft
required in the field, better than masonry
resulting in shorter chimneys.
installation time and
lower labor costs.
DuraChimney II - listed to UL 103 and ULC S604
standards for use on masonry fireplaces which burn wood,
oil, coal, or gas. An exceptional factory built alternative to
pre-fabricated masonry chimneys.
Simpson Dura-Vent is a division of Simpson Manufacturing Company. NYSE:SSD. Made in the USA. 800-835-4429 www.duravent.com
14. Code
Talk
BY BOB PRIESING OF HAVELOCK
CHIMNEY VENTING
IN HAVELOCK, NC
Level II Inspections
The NFPA 211 states several circumstances that indicate the need Another situation that calls for a Level II inspection is the
for a Level II inspection. Among them are any time conditions addition or removal of a connected appliance, or the replacement
of use of the chimney have changed, or when questions about a of an appliance with one of a different type, input rating or
chimney can’t be answered by a Level I inspection. Also, weather efficiency. So if an old pre-EPA stove is being replaced with a
or seismic events or other conditions that may have caused newer, more efficient EPA-certified stove, a Level II inspection
damage give rise to a Level II inspection. is in order. It’s also in order when installing an insert stove in
an open fireplace. I also believe that the Level II inspection
A Level II inspection is going to be much more thorough than is indicated when gas logs are installed in an open fireplace
a Level I inspection. The differences are detailed in Table 14.3.1 previously used to burn wood, or if gas logs are being removed
and in paragraph 14.5 of the 2006 NFPA 211. The first thing to and the fireplace is going to be used to burn wood again.
be aware of is that the Level II inspection includes all aspects of
a Level I. The more in-depth steps are in addition to those in the Seismic and weather events or other incidents that could cause
Level I, not in place of them. damage to a chimney are also appropriate occasions to perform
the Level II inspection. In some parts of the country this would
For instance, a Level I inspection requires us to view readily mean tornadoes or earthquakes. In others it may be a hurricane
accessible portions of the chimney and flue, while the Level II or flood that leads us to the Level II. One other event found
requires us to view all accessible portions including the internal throughout the country that would indicate a Level II is a
surfaces of the flue liner. It’s important that sweeps performing chimney fire. Any time a chimney fire is reported or suspected,
Level II inspections don’t get so focused on video scanning the the Level II inspection should be performed.
flue that they fail to document that the chimney terminates only
one foot above the roof! In my next article I’ll focus more on the differences in scope
between the Level I and the Level II inspection. Remember, it’s
Performing a Level II inspection will require the sweep to move our responsibility as professionals to be thoroughly versed in
throughout the house. The chimney is to be inspected in all these standards, and to use them in our daily activities, whether
accessible areas, including the roof top, the chimney top, the the NFPA 211 is adopted as code in our area or not. These are
attic, basement or crawlspace. It may surprise some to learn that the recognized standards of our profession.
components such as the flashing and cricket are within the scope
of the Level II inspection.
A Level II inspection is called for “upon sale or transfer of the
property”. This not only indicates when the home is being
bought or sold, but also calls for a Level II inspection when
new tenants move into rental property. In my mind, this also
falls under “any time conditions of use have changed”. Certainly
different occupants, be they tenants or owners, are going to burn
(use) the system differently.
12 SWEEPING FEBRUARY/MARCH 10
15. Proven Reliability…
The EXHAUSTO Chimney Fan!
BBQ Hoods / Stoves Gas Fireplaces Wood Fireplaces Woodburning Stoves
The nation’s best dealers have been recommending and installing the
EXHAUSTO Chimney Fan for more than 20 years. And here’s why:
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• Only Chimney Fan with a 6-month unconditional money back guarantee Come visit us at
• Only Chimney Fan with 10 year corrosion perforation warranty
• Only Chimney Fan with a 2 year factory warranty
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• Made of heavy duty cast aluminum Feb 24-27 in
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EXHAUSTO Chimney Fans…Simply the best Chimney Fan on the market –
with 50+ years of success stories to prove it, why settle for less?
Visit Us Now Call Us Now
us.exhausto.com 800.255.2923
16. Progressive BY DEBBIE CORNELIUS
Perks MEMBERSHIP DEVELOPMENT
COORDINATOR
Continuing to work for you
as a Member of the NCSG!
Another year has come and gone – where does the time go? important aspect of my position with the NCSG. For that
As you read this issue of Sweeping I have hopefully had the reason, I continue to search for new member benefits that will
opportunity to see you at the NCSG Innovation 2010 convention save you and your business money but also benefits that will
and tradeshow in Indianapolis. If you weren’t able to attend the make your life a little easier. I am always open to suggestions.
convention, know that I am always available by phone or email
to discuss the many membership benefits available to you. There are numerous membership benefits available to you 24/7
online at www.NCSG.org/benefits. Many of the special codes
As we enter 2010, we all need to remain optimistic and keep a and coupons you’ll need are online and can be accessed with
positive attitude to strive to provide better customer service. A your username and password. If you’ve misplaced your login
positive outlook will enhance both our personal attitude as well information, please give the Guild office a call. Any one of us
as the services we offer to our clients. And a positive customer can help get you logged in in just a few minutes.
service experience is exactly what we, the staff at NCSG,
continue to strive for as we serve the NCSG membership. If I didn’t see you this year in Indianapolis, I do hope you
will either drop me a line via email at dcornelius@ncsg.org or
Providing you with the tools you, as a dues paying member, give me a call at (317) 837-1500 to discuss your membership
need to get the best value from your membership is a very benefits.
We have your best interest in mind. After all, we are
also Chimney Sweeps so we know the road you travel.
Check out some of the new trails we have blazed:
New catalog: Full color catalog includes technical information, marketing and sales tips
New products: Increasing your sales and saving you time
Newsletter: Local updates, business management and more
New Website: The information superhighway including the latest in technical, sales,
marketing and business management information, a dealer locater, industry events,
industry contacts and a blog with information that is updated several times a week.
Online Ordering 24/7: Our catalog and easy-to-use shopping cart save you valuable
time! Check us out on Facebook: Lindemann-Chimney-Supply and become a fan!
www.lindemannchimney.com Ph: Albany, NY: 877-722-7230; Atlanta, GA: 866-450-3111; Chicago, IL: 800-722-7230
14 SWEEPING FEBRUARY/MARCH 10
17. CSIA Update
Congratulations to Our New
April 26 – May 1, 2010
CSIA Certified Chimney Sweeps National Chimney Sweep Training School
CALIFORNIA May 7, 2010
Damon Wallace • Chimney Doctor • San Luis Obispo CSIA Certified Chimney Sweep Review Exam
May 17-21, 2010
GEORGIA
This event will take place with enough interest.
Matthew Goode • Chimney Guy • Tybee Island Installing and Troubleshooting Gas Hearth Appliances
MASSACHUSSETTS June 2-4, 2010
Raymond Rivera • Boston’s Best Chimney Sweep • Inspection Report Writing
Waltham
June14-19, 2010
National Chimney Sweep Training School
PENNSYLVANIA
Tom Beitler • Beitler’s Chimney Service • Newville July 19-21, 2010
Chimney Physics
Please visit www.csia.org to verify that your contact July 29, 2010
information is correct. CSIA Certified Dryer Exhaust Technician Review Exam
July 30, 2010
CSIA Certified Chimney Sweep Review Exam
Free Quarterly Marketing
Webinars Just for CCSs August 2-7, 2010
National Chimney Sweep Training School
The CCS Marketing Taskforce has launched its quarterly
marketing webinar series for Certified Chimney Sweeps! The Sept. 27-Oct. 2, 2010
webinars are scheduled to be held quarterly (starting with National Chimney Sweep Training School
the first session in early February with Marketing Like Mad:
How I Did It,Toilet Paper Style with Mike Michalowicz of The November 5, 2010
CSIA Certified Chimney Sweep Review Exam
Toilet Paper Entrepreneur) at no charge to Certified Chimney
Sweeps.
Remaining on the lineup:
April: Closing More Sales with Dave Pomeroy
CSIA.org Statistics At-A-Glance
JULY: Marketing: Creating an Unfair Competitive Advantage
with Chris Sculles of McGuffin Creative Group
800,000
OCTOBER: Get to the Point! (And Get People to See Things
Your Way!) with Terri Langhans of Blah, Blah, Blah 700,000
Log in to the For Certs Only area to learn more and to 600,000
register. It’s free, but we still need to know you’re coming!
500,000
What’s Going on at the 400,000
Tech Center? 300,000
All sessions take place at the CSIA Technology Center near
Indianapolis.Visit www.CSIA.org or call (317) 837-5362 for 200,000
596,316
523,752
533,640
507,635
346,057
more information and to register.
100,000
March 22-26, 2010
This event will take place with enough interest. 0
Installing and Troubleshooting Woodburning Hearth Appliances 2009 2008 2007 2006 2005
FEBRUARY/MARCH 10 SWEEPING 15
18. BY HOLLY BERKLEY OF BERKLEY
WEB STRATEGIES
Online Marketing Strategies
to Promote Your Business
P icture yourself at the ball game cracking
through a bag of dry roasted peanuts. You’re
on your second handful when that familiar
red and white logo pops up on the big
screen advertising an ice-cold Coca-Cola. You
immediately track down the next vendor with a basket of ice-
cold drinks. This is called “pin point marketing.” It is the process
of delivering an appropriate message at the right time that
produces actual results.
When a potential customer reads your article, you have already
established yourself as an expert in that field. By the time the
customer clicks over to your Web site or gives you a call, you
have a very hot lead.
Perhaps you own a local painting business. Your target
customers are most likely looking for home improvement
information online, so you could exchange stories and “how
to” advice with local carpenters or electricians. Or take it
a step further and submit your “expert painting advice” to
In contrast, let’s say you are enjoying those same peanuts when popular home improvement and real estate Web sites. You can
an advertisement for Toyota Trucks pops up on the same screen. swap content with anyone in your industry that is not a direct
It’s a nice ad, but not nearly as effective. This is an example of competitor. By doing so, you’ll open your company up to a
“interruptive marketing.” It is not truly targeted because it is not wider audience while building up your credibility.
what you are actively looking for at that moment.
Also, think about what type of person will be using the Web site
What does this scenario have to do with your business? Well, you select to post your article. For example, studies show that a
rather than wasting valuable marketing dollars on billboards, mother of two who needs a quick dinner recipe will do a quick
30-second television ads or radio commercials (all examples of search, and then print out the page. So animated banners ads or
“interruptive marketing”) focus your energy on putting your even a link to your Web site may not be the most effective way
product in front of potential customers while they are looking to get her attention. On the other hand, adding a clip out coupon
for it. Unlike when people watch TV or listen to the radio, to the article would be very effective.
Internet users are actively looking for a solution to a problem. If
you can place your product in their path at the right time, you’ve In traditional media, one positive sentence in editorial is worth
made a customer. The most cost-effective way to achieve this is much more than two paid advertisements. The same is true on
by combining your marketing message with important content the Internet. Getting a free link or product mention on another
that users are already actively seeking out. Web site is an extremely valuable way to gain high quality leads.
Combine that free link or product mention with a well-written
Start by submitting “how-to” or “industry news” type articles article and you’ll turn that product mention into a sale.
to relevant Web sites in your industry. Unique Web content is
important to all size companies. And, buying custom content is Holly Berkley is the author of Limited-Budget Online Marketing
expensive and time consuming. As a result most companies are for Small Business and owner of Berkley Web Strategies, a
willing to trade a free plug for your Web site or company for an San Diego-based Web design and online marketing company
informative, well-written article. specializing in helping all size businesses succeed online.
Every article you submit should enhance your company’s
position as an expert or industry leader, while providing
valuable information at the same time. Content written around
your company or product also helps your business gain
credibility, which is extremely important for small businesses.
16 SWEEPING FEBRUARY/MARCH 10
19.
20. BY JOANNA BRANDI,
CUSTOMER CARE COACH
Nine Ways to Keep
Employees Engaged
A re your employees engaged in their work,
or are they estranged from your company’s
mission and their role in making it happen?
Mounting evidence suggests that the more
engaged employees are in what they do,
the better their performance and the
higher the rewards for everyone. The key is to have managers
who are skilled at creating employee engagement. This article
offers nine tips for giving employees what they need so that
• Gallup International reported that businesses in the top
24 percent of employee engagement had less turnover and
remarkably higher percentages of customer loyalty, profitability
and revenues.
• Extensive studies by HayGroup revealed powerful links
between employee engagement and productivity, which
ultimately impacts the bottom line.
they’re willing to be and do their best. • Workplace values expert John Izzo has abundant proof that
this ‘generation’ of employees is more conscious of their own
Are your employees giving your company “their all?” Do they needs and of their place in the world
believe that what they’re doing is important? Do they feel
appreciated? Do they show up for work each day with passion For business leaders in companies of all sizes, the writing is on
and purpose? the wall: You can make and save money by keeping employees
engaged. Here are nine management tips for creating and
A red flag should go up if you answered “no” to any of those sustaining employee engagement:
questions. Why? Managers who aren’t taking care of their
employees are missing out on significant cost-savings and profits. 1) Let go of any negative opinions you may have about your
There is a growing body of research on this topic. For example: employees. Approach each of them as a source of unique
18 SWEEPING FEBRUARY/MARCH 10
21. knowledge with something valuable to contribute to the interest in their well being and that, when appropriate, you do
company. Remember that you are co-creating the achievement of what it takes to enable them to feel more fulfilled and better
a vision with them. balanced.
2) Make sure employees have everything they need to do their 5) Make sure they are trained and retrained in problem solving
jobs. Remember when you started a new school year and you’d and conflict resolution skills. These critical skills will help
prepare by getting all new school supplies? Why not build just them interact better with you, their teammates, customers and
such an opportunity into your department simply by asking each suppliers. It’s common sense—better communications reduce
staff member, or the team as a whole, “Do you have everything stress and increase positive outcomes.
you need to be as competent as you can be?” Remember, just
as marketplace and customer needs change at daily, so do your 6) Constantly ask how you are doing in your employees’ eyes.
employees’ needs change. I know it can be difficult for managers to request employee
feedback—and it can be equally if not more challenging
3) Clearly communicate what’s expected of employees—what the for an employee to give the person who evaluates them an
company values and vision are, and how the company defines honest response. To get strong at this skill and to model it for
success. Employees can’t perform well or be productive if they employees, begin dialogs with employees using conversation
don’t clearly know what it is they’re there to do—and the part starters such as, “It’s one of my goals to constantly improve
they play in the overall success of the company. Be sure to myself as a manager. What would you like to see me do
communicate your expectations, and to do it often. differently? What could I be doing to make your job easier?” Be
sure to accept feedback graciously and to express appreciation.
4) Get to know your employees, especially their goals, their
stressors, what excites them and how they each define success. 7) Pay attention to company stories and rituals. Are people
I’m not suggesting you pry too deeply or start ‘counseling’ laughing at each other or with each other? Do they repeat stories
your team members. What I am suggesting is that you show an of success of moments of shame? Stay away from participating
FEBRUARY/MARCH 10 SWEEPING 19
22. in discussions that are destructive to people or the organization, Ultimately, you must keep in mind that employees are a
and keep success stories alive. company’s greatest assets. Their collective ideas, feedback and
enthusiasm for what they do can help your business grow and
8) Reward recognize employees in ways that are meaningful succeed. Some people are naturally wired to give their all and
to them (that’s why getting to know your employees is so do their best no matter where they work. But the majority of
important). And remember to celebrate both accomplishments people require the guidance of skilled managers who welcome
and efforts to give employees working on long-term goals a their ideas, ask for feedback and generate enthusiasm in order
boost. to have a sense of purpose and energy about what they do.
9) Be consistent for the long haul. If you start an ‘engagement
initiative’ and then drop it your efforts will backfire, creating JoAnna Brandi is Publisher of the Customer Care Coach® a
employee estrangement. People are exhausted and exasperated weekly training program on mastering “The Art and Science
from ‘program du jour’ initiatives that engage their passion of Exquisite Customer Care.” She is the author of Winning at
and then fizzle out when the manager gets bored, fired or Customer Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal
moved to another department. There’s a connection between and Keep ‘em Coming Back. Visit her Web site and sign up for
an employee’s commitment to an initiative and a manager’s her free email tip on customer care at www.customercarecoach.
commitment to supporting it. A manager’s ongoing commitment com.
to keeping people engaged, involved in and excited about the
work they do and the challenges they face must be a daily
priority.
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20 SWEEPING FEBRUARY/MARCH 10
23. BY LYNDA-ROSS VEGA OF VEGA
BEHAVIORAL CONSULTING
How to Never Sell Again
If you’re like most people, the idea of selling fills you with fear Here’s how; practice. Today, intentionally set out to influence
and dread. Maybe it’s the fear of rejection or the cheesy sales or persuade three people. Try something silly with no pressure.
pitch. Regardless, it’s not an activity many of us look forward to. Notice what specific behaviors you use that seem to have a
positive effect and what behaviors seem to “turn people off.”
Usually the image that comes to mind is that of a used car
salesman - a backslapping, glad-handing, insincere person with Lynda-Ross Vega: A partner at Vega Behavioral Consulting,
a gift for gab, and a pressure close. Very few of us want to see Ltd., Lynda-Ross specializes in helping entrepreneurs and
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Yet in reality, you sell to people every day. If you didn’t, it would create a thriving business and build your bottom line doing more
be very hard to survive in this world. of what you love, visit
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When you have a discussion with your co-worker about your
feelings on global warming, you’re “selling.” When you persuade
your child to pick up her clothes, you’re “selling.” When you
change your spouse’s mind about where
to go out for dinner, you’re “selling.”
Without this selling it would be extremely
difficult to get the things you need from
others and to get others to appreciate
what you have to offer. So the problem
Lennox Hearth Products Distributor
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with our interpretation of the word “sell.”
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How would that change your feelings
about the activities involved?
Knowing how to persuade and influence
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FEBRUARY/MARCH 10 SWEEPING 21
24. Meet a Member
Kekuhaupio “Keku” Akana, Shakasweepers LLC
Makawao, Maui, Hawaii
Aloha! My name is Kekuhaupio “Keku” Akana. I am the founder of
Shakasweepers LLC in Maui, Hawaii. We were established in 1994 and our
spectrum of business includes full service chimney sweeping and vent
cleaning. We are also Hawaii’s Authorized Lennox Fireplace Dealer and
we install, service and repair all types of wood-burning and gas-burning
fireplaces and stoves.
We are a family-owned and operated company and employ my wife and
son fulltime and two of our son-in-laws on a part-time basis. And we have
a journeyman carpenter who we employ on an as-needed basis. We operate
with two service trucks and have worked on the Islands of Kauai, Oahu, Molokai, Lanai and our home Island of Maui. We also sell
stoves and fireplaces on the Big Island of Hawaii.
I have been a member of NCSG since 1995 and am a CSIA Certified Chimney Sweep and a C-DET Certified Clothes Dryer Exhaust
Technician. I am also a retired Maui County Police Officer with 25 years of service and a graduate of the FBI National Academy in
Quantico, Virginia. I am currently in my last year of college (hey, life long learner!) and will be attaining an Associates Degree in
Criminal Justice and a Bachelor’s Degree in the Social Sciences this year.
1. How did you get into the business? where few people ever desire to tread. We are the Calvary
My wife and I purchased a used Preway conical free-standing of fire safety. There isn’t anyone else coming (to service,
fireplace back in 1992 and a few years later realized there were clean and inspect hearth systems). Our customers want
no reputable local chimney sweep on the Island.. I was a Police to believe in us. We are unique. We need to try our best
Lieutenant at the time, half-way through my career and knew I and get it right and educate ourselves to the maximum.
would retire relatively young (age 47) so I was always looking Education with application is the best General Liability
for a fun part-time business. We drove the upper elevations of insurance. I certainly wish we attended ALL of the onsite
our Island (Maui) and started counting chimneys. We stopped training classes and certifications early on in our career.
counting after 1,000 and went for it! I purchased an August You know, there is one very big parallel between law
West package (not quite complete), Soot Sweeper and all. Boy, enforcement and chimney sweeps…That is people are
were we in for a rude awakening. The first fireplace we tried relying on us to keep them safe! I certainly wish we
to clean was a masonry chimney that had two flues with 30 attended all of the onsite training classes and certifications
degree bends and a flat low slate cover! Our equipment only offered by NCSG, CSIA and other organizations early
consisted of stiff quick-connect rods and wire brushes! I could on in the life of our business, but man is it expensive
snap handcuffs on any culprit at that time but I had never coming from Hawaii!. We are working on this for the next
looked up a masonry fireplace in my life! My son-in-law and generation of family sweeps. It’s never too late.
I sure stared up into that tiny rusted throat damper a long,
long time. 3. What do you like most about the business? The
least?
2. What do you know now that you wish you knew when Speaking for all of us, its got to be the thank you card
you started out? from the customer or the short note on the payment check
Besides never trying to force a hard wire brush up a frozen with a big mahalo (thank you) note attached. We just had a
throat damper….Man, a whole slew of things. I now know wonderful note from a coffee roaster company which said,
that this is a profession. A true and trusted trade. We are really “You guys are great!” We thrive on customer satisfaction.
white collar workers that work in soot-stained environments The least, for me is easy… Cleaning those soot-filled,
22 SWEEPING FEBRUARY/MARCH 10
25. dust-filled, lint-filled, debris-filled HEPA filters and service vacs. 9. What is your favorite quote?
Second would be that once in a while customer that you just Well, first of all, I really enjoy Mark McSweeney’s column.
have to fire! He is well-read.
4. What three accomplishments are you most I have many. But two that come to my mind now
proud of? are,“Worse than blindness is sight without vision.” - Helen
Of course, I am the most proud of my wife Cindy and our grown Keller
children, Kuulei, Kuuipo and Kawika. Besides being a great
wife, mom and grandmother, she is the lead in the field and she And “How can a person change? In three ways, by
is a great salesperson. My kids have all grown up to be decent, example, by example and by example.”-Albert Schweitzer
respectful contributing citizens. I had a wonderful career in law
enforcement rising to the rank of Deputy Police Chief at the 10. If you could invite three people to dinner, living or
Maui Police Department while serving and commanding 440 dead, who would you invite and why?
employees for six years. Lastly, was my adventure with writing a Besides, my Father and younger brother who passed in life
Dryer Vent Cleaning manual in 1999 and selling five copies after young. Jesus, Winston Churchill and Joe Louis the great
advertising it in SNEWS! As I read it now, it was pretty general, heavyweight boxer. I would have to extend an invitation
but there are topics in there that still have application, like big to Erwin Rommel, the great German General also. (Sorry
job bidding, condo complex work methodologies, marketing that’s four!)
stuff etc. Someday I’ll update it and improve it.
11. The only thing you know for sure about this
5. “I still can’t quite get the hang of…” business is?
Anything mechanical. I’m the company philosopher and legal You will never fail if you work hard and stick to the
nerd. My son Kawika is our main roof man and primary worker fundamentals of education, elite customer service and
with my son-in-law Albert being the journeyman HVAC plumber/ maintaining your code of ethics.
pipe fitter and gas fireplace installer and son-in-law Awakea is
an all-around worker. They know the tools and do the real work. 12. What one question would you like to ask an NCSG
Member?
6. What was your high school/college nickname? Time to hold the National Convention in Maui. Hawaii?
I didn’t really have one, although in my police career I was “Tiny bubbles, in the wine, make me happy, make me feel
called Polar Bear. fine…!!!”
7.Who/What is your major influence?
If you or someone you know would like to be featured in
Most definitely Jesus of Nazareth and his eternal wisdom.
an upcoming issue of Sweeping: The Journal of Chimney
Secondly, the common men and women that I encounter in
Venting Technology, please contact Melissa Heeke, Editor, at
my daily walk of life, collectively giving their own tincture of
(317) 837-1500 or mheeke@ncsg.org
wisdom as unique the fingerprints on their hands.
8. How do you recharge after a long day/week/month?
Fitness, barbells, lap swimming, long walks and reading.
Gatherings with the family and the grandchildren. I also try to
take my Sabbath seriously (I don’t swear ‘til 0005 hours Monday
morning) and yes, a few cold ones!
FEBRUARY/MARCH 10 SWEEPING 23
26. BY GREG POLAKOW
OF COPPERFIELD
Alone
M any years ago I got a cab ride from
Manhattan to La Guardia during which
the driver, who owned the cab, spent
considerable time enumerating for me
the many advantages of being self-employed. The number one
advantage being that whenever he wanted to go on vacation all
he had to do was to park the cab in his garage and go. No worry
These people are not dummies. More than all those
considerations, they seem to value the uncluttered simplicity of
their lives without employees,…yes, even more than they value
the possible financial upside of a larger operation.
It’s pretty difficult to argue with that perspective. So often we
are willing to incur huge loads of stress and excessive numbers
of hours on the job in order to increase our income. It is such a
about what who would run his business while he was away. And
his cab, his business, would be waiting for him unscathed and common feature of business in America we rarely examine it to
ready to roll when he got home and was ready to resume his determine its value. But talk to any of your sweep friends who
work. run their business alone and you may come to appreciate the
many hidden benefits of a smaller operation. It’s hard to put a
Out of politeness I refrained from pointing out to him that his dollar figure on peace of mind, on reduced stress, on being more
business was also not producing income for him while he was rested, more at ease.
gone. But I expect he knew that. And what he was really saying
was that the possible extra income was worth much less to Having said all that, I also recognize that there are many who
him than the peace of mind knowing his business was not in prefer to run a big operation, who enjoy the challenge of hiring,
someone else’s hands while he was away. training and supervising employees, and who like the activity
and responsibility that comes with managing an organization.
I know a slew of sweeps who are single operators of their
business. And who forgo the possible financial consequences It would be wrong to suggest that there is any one best way to
of that kind of operation for the huge peace of mind it affords run a business.
them.
What I am saying is that each person should decide for himself
Many have run larger sweep organizations in the past…office which kind of life he prefers. Neither approach is perfect for
staff, several service personnel and trucks, etc, etc. And now, everyone. But if you’ve been unwittingly sucked into the concept
having cut back to a leaner operation, although not as wealthy as that you have to have a big business in order to be “successful,”
in the past, are far happier with the simpler, less stressful version it may be worth taking a look at the opposite point of view.
of life they are discovering having no one to be concerned about You may well discover a lifestyle that is more suitable to your
but themselves. personality and your preferences, and learn, as many others have,
that ultimately the only person you need to please is yourself
Yes, they all recognize there are downsides to creating a job for
themselves rather than building a business they might be able
to sell when it comes time to retire. They know they could make
more money with employees to help them. They know they
might even be able to get off the roof earlier in their career by
hiring guys that can do that work for them. They even know the
business will cease to produce income when they take a week or
two off for vacation.
24 SWEEPING FEBRUARY/MARCH 10
