The Fire Time Podcast

Bart Ogden - Building a Service-First Business

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"Service isn't a necessary evil—it's your most valuable relationship builder."

This week, Tim welcomes Bart Ogden, owner of Home Safe Hearth & Chimney in Wichita, Kansas, to discuss how service work can be the foundation of a thriving hearth business. Starting as a chimney sweep in 1979 in a town of 600 people, Bart built his company on a simple principle: if someone calls needing help, we're going to help them—regardless of brand, age, or who installed it.

In this episode, Tim and Bart discuss:

  • Why servicing everything—not just what you sell—builds long-term customer relationships that outlast and outperform the initial sale.
  • The lifetime value of a service customer: How annual or bi-annual maintenance over decades generates more revenue than the original installation, and creates trust when replacement is finally needed.
  • Profitability through knowing your numbers: Why specialty service businesses need 60% margins to thrive, and how to build a supply chain that supports servicing all brands.
  • Building a systematic training program: How Bart created a 100-day curriculum using certification paths (CSIA, NFI) that trains every technician to the same standard, regardless of their background.
  • The power of great inspections: Why every successful service job starts with ensuring customers know the exact condition of their system, then letting them choose what happens next.

    • Don't miss this episode that reframes service from an afterthought into the strategic foundation of a sustainable hearth business.

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    The Fire Time PodcastBy Tim Reed
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