Profiles of Excellence

PROFILES OF EXCELLENCE 2015 EDITION

FROM THE PUBLISHER W

elcome to our third edition of the Burnaby Profiles of Excellence, a very special annual publication of the Burnaby NOW. The men and women profiled in the following pages come from a wide variety of backgrounds, education, experience and expertise, but they all share something in common: a commitment to excellence that is second to none.

Their dedication and passion in both professional and personal endeavours have bred success on all levels, making them leaders not just in their respective fields but in the community as well. The awards and recognition these business and community leaders have earned are evidence of the truest hallmark of success: the loyalty and respect of customers, and a reputation here in Burnaby and beyond.

We have collected their stories here to share a taste of what they do and why they do it, and most of all, to recognize their commitment to excellence. We are excited to give our readers a glimpse into the lives of these entrepreneurs and professionals, and we look forward to many more years to come.

CONTRIBUTORS Publisher: Lara Graham Project Manager: Sonali Rayas Writer: Christina Myers Photography: Lisa King & Kevin Hill Design & Production: Gary Slavin

BUSINESS PROFILES

Burnaby Orthopaedic and Mastectomy Dignity Memorial - Forest Lawn and Ocean View Hemlock Printers Ltd. Burnaby Hospital Foundation Metrotown Floors + Interiors Eric Muir, Muir Investment Team, Raymond James Ltd. Eagle Creek Dental Centre Rodan Jewellers PriceSmart Foods Station Square - Pharmacy Jenny Wun, West One Real Estate Marketing Catalyst Kinetics Group Little Billy’s Steakhouse

PROFILES OF EXCELLENCE

I

n business, as in the the wild, it’s always been survival of the fittest: adapt, thrive, succeed.

But for Pamela Gardner, it’s not just strategy, growth plans or business goals that need to evolve but the entrepreneurs themselves.

“We live in a society now where everything is fast, information is at our fingertips, and there’s a lot of competition. You have to always keep your edge, but that can lead to burn out,” said the lifelong Burnaby resident.

“We’re on duty 24/7 now, and you can start to believe that putting in longer hours and working harder and harder will keep you doing well, but that only lasts so long, and you can’t stay on that treadmill.

In the last year, Gardner says she’s made a concerted effort to work on personal evolution: stepping back, looking at her professional and personal goals, finding renewed energy and excitement. That included connecting with a life coach, who helped guide her through a process of self-discovery that she says has been invaluable.

“Having that neutral person can help you look at things from a fresh perspective: who are you? What do you stand for? What’s your value system and belief system? What do you need to find balance? How do you motivate others around you to be the best they can be,” she said. “It’s really important to be able to take care of yourself too, and realize that you won’t be good to anyone – your business, your customers, your team, your volunteer work, your own goals – if you don’t have that. More and more, large corporations are realizing that this balance, this ability to protect the mental health of their staff is critical.

More small business owners need to carve out time to really look at their own role in their businesses, and the

Burnaby Orthopaedic and Mastectomy balance in their lives and exploring mindfulness.” Gardner has been involved in a variety of volunteer organizations and roles in Burnaby over the years, and says that civic involvement has been vitally important to her. At the same time, that can bring public scrutiny.

“Any time you put yourself out there, you might be up for criticism. Even being a business owner in this day and age is a bit like being in the public eye because everything is out there online.

That can be tough, it can be stressful.

You have to really know who you are, and be able to look in the mirror and have that strong sense of self.”

Gardner has seen the business world change a great deal in the 23 years since she first opened Burnaby Orthopaedic and Mastectomy, which supplies custom foot orthotics, knee and support bracing and mastectomy products. In the beginning, the shop served local customers only, through referrals from doctors. Now, with the internet, Gardner can serve clients around the globe. Despite those changes, the business has never lost its personal touch – they still do house calls when they’re able to, and provide services in a wide range of languages.

She’s proud that her business has managed to find long-term success.

But it’s her growth as a business woman and an individual that has her brimming with pride these days.

“I’m not who I was 25 years ago, nothing stays the same, you either move forwards or backwards and there’s a necessity of evolution in that,” she says. “I see life as a pilgrimage, in a sense, and you have to constantly reinvent yourself along the path, and you have to evolve with what comes up, the challenges that you’re confronted with.

It’s just constant evolution: what’s the next step.”

302-4900 Kingsway, Burnaby, BC 604.436.6092 I www.burnabyorthopaedic.com

PHOTO: Pamela Gardner, owner of Burnaby Orthopaedic and Mastectomy

“I see life as a pilgrimage, and you have to constantly re-invent yourself along the path … it’s just constant evolution: what’s the next step.”

PROFILES OF EXCELLENCE

W

hen it comes to planning, many of us are experts at it – we plan vacations, home renovations, work schedules and family get-togethers, down to the last detail.

But when it comes to some of the biggest decisions in life – like what sort of funeral arrangements we might want – many people hesitate to consider even the basics, leaving loved ones stressed and overwhelmed when the time comes.

Victor Lee, manager of prearrangement funeral services with Dignity Memorial, which operates Forest Lawn and Ocean View Funeral Homes in Burnaby, says taking the time to consider what one’s wishes are is some of the most valuable planning a person can do.

“I think it really comes down to asking ourselves, what is wiser? To make arrangements without stress before the time of need, or to leave it for your family to figure out, when they’re in the middle of grief?” he asked.

Many people first interact with a funeral home when a family member has passed away; this can be a confusing, overwhelming time, says Lee, which is then made more complicated by uncertainty over what the deceased would want done in terms of funeral services and by an unexpected expense to bear.

“We certainly see families that aren’t sure what someone would want and that can leave them very upset,” he said. “It’s a lot to sort through during a time of grief.”

Lee says he and the other staff at Forest Lawn and Ocean View put a priority on helping families.

“Many of us have come to this kind of work after our own experiences

Dignity Memorial - Forest Lawn and Ocean View

PRE-ARRANGEMENT FUNERAL SERVICES

with losing a loved one, and knowing we want to help others during the same time in their lives,” he said. “It’s so important to us. We know that the grieving process has many steps, and having added stress makes that much harder. We want it to be as simple and straightforward as possible so they can have the time to focus on what they need to focus on.”

To that end, Dignity Memorial offers two avenues to help individuals and families plan ahead, both of which can be done at any time, at any age.

“No one should wait until they’re a certain age. It can be 10 years, 20 years, 30 years before. We never know what will happen – planning early makes a lot of sense, even though it is something people may not want to think about.”

Lee explains that the first process is called pre-arrangement. This is simply determining what a person would prefer to be done in terms of a celebration of life, a more formal service and so on. There is no cost to this, and in fact anyone can get a prearrangement guide from Dignity.

The second process is pre-funding, in which the arranged services are finalized and paid for in advance, typically through a low-cost monthly fee similar to car insurance or home insurance. The added benefit is that the cost is locked in at today’s rates, even if the services aren’t needed for many years to come.

Staff are available to work with individuals in English, Spanish and Chinese, and Lee notes that there is no cost to come in to discuss options.

“It’s truly no obligation, there’s no pressure. We really see the difference this makes for people and want to make this time easier for those involved.”

308–4980 Kingsway Burnaby, BC 604.620.8083 I 604.838.8888 I www.dignitymemorial.ca

PHOTO: Victor Lee, Manager with Dignity Memorial, which operates Forest Lawn and Ocean View Funeral Homes

“Many of us have come to this kind of work after our own experiences with losing a loved one, and knowing we want to help others during the same time in their lives.”

PROFILES OF EXCELLENCE

T

he natural evolution of success is growth – and that’s just what Hemlock Printers has been doing since it first opened its doors in Burnaby 47 years ago.

The company has grown from a small printing company with a handful of staff, to an internationally recognized industry leader with 175 staff, a 79,000 square foot head office and printing facility on Buller Avenue, sales offices in Victoria, Seattle and San Francisco, and – as of this year – a new 10,000 square foot display graphic facility and a 17,000 square foot distribution centre.

“This is a very exciting time for us, to see this come together,” said Peter Madliger, vice-president prepress, of the new Hemlock display graphic division. “We have been working on this expansion for a while and to develop our capacity with this facility really completes the whole spectrum of printing, from offset to digital and now wide-format.”

Wide-format printing includes posters, signs, vinyl banners and more for retail, businesses or other organizations; the decision to expand in this direction was inspired directly from feedback from current clients who already relied on Hemlock for traditional offset printing for products such as packaging, commercial products, catalogues and magazines.

“We have a very close relationship with our clients,” notes Jeff Taylor, senior vice-president of manufacturing and operations. “We dedicate time every year for a customer advisory group where we sit down with clients from all over North America and talk about what their needs are, where are the pressure points in their businesses, what do they want – and we share the direction we’re going in, our goals and plans, to ensure that it fits with what our customers need. It’s a great opportunity to meet clients and to really hear back on what our business can do

HEMLOCK PRINTERS LTD. to help their business.”

That dedication to customer service is just one of the reasons the family-run business has seen such success; Taylor also credits the team at Hemlock – many of whom have been with the company for 15, 20 or 25 years – as an important key to the company’s ongoing growth.

Hemlock was founded by Dick Kouwenhoven, who joined and then later bought out a small printing company in the city; nearly a half century on, Kouwenhoven is still the CEO and his son, Richard Kouwenhoven, is president.

“When you can have a company this size, that has grown so much over the years, and you can still maintain a family atmosphere, a close personal connection to the whole team, and every team member has that pride in their work and pride in the company, that says a lot,” says Taylor.

Hemlock has also weathered downturns in the economy that closed the doors at many other businesses, thanks in part to its reputation for green initiatives and sustainability.

They’ve been awarded the Most Environmentally Progressive Printer in Canada repeatedly, and continue to focus on new technology and investing in innovation.

“This is something that the company has been committed to for many years and it is visible at every level – what kind of products we use, how we run our day to day operations, everything,” said Madrigel.

Taylor says the team is excited to be approaching the 50-year mark with so much growth, and with expanded facilities and services to provide more seamless, simple services for clients.

“We want to be the single-source solution, and we can do that now,” he said. “We have the expertise, the technology, the space, the people. It’s really a wonderful time for Hemlock and our customers.”

“We have the expertise, the technology, the space, the people. It’s really a wonderful time for Hemlock and our customers.”

7050 Buller Avenue, Burnaby, BC 604.438.2456 I 1.800.663.2456 I www.hemlockprinters.com

PHOTO: Left: Peter Madliger, vice-president prepress, Hemlock display graphic division and Jeff Taylor, senior vice-president, manufacturing and operations.

PROFILES OF EXCELLENCE

F

or 35 years, the Burnaby Hospital Foundation has been helping to support the work done inside the walls of the city’s hospital, raising funds for new equipment, special training, expansions and more.

Now, they’re reaching out beyond the hospital and into the community itself, to support the health and wellness of Burnaby residents long before they may need hospital services.

“These are some really wonderful new initiatives under our community health and wellness program,” notes Cheryl Carline, president and CEO of the foundation. “The focus coming from Fraser Health Authority and from the Ministry of Health is to look at the community, to look at that health and wellness component as a whole both internally and externally. Ideally, we want to keep people out of hospitals, keep them healthy and happy and at home in their community; at the same time, if they need medical assistance, then we want to ensure it’s the right treatment at the right time in the right way.”

That’s a big order in a city as large and diverse as Burnaby, but one that Carline says the foundation is excited to tackle given the long-term benefits for residents.

“When we’re thinking of hospital foundations, we often don’t think outside of the hospital, but we know that there are pieces of the puzzle – having a safe place to live, having a social circle, being active, having sufficient food and healthy food – that can alter health outcomes for people,” she said. “So we’re looking at those and finding ways to participate and engage with the community.”

This has bloomed into supporting projects that focus on some of those “puzzle pieces”; for example, they have partnered with the City of Burnaby on seniors’ wellness programs at recreation centres, and help fund a

BURNABY HOSPITAL FOUNDATION

program with Burnaby Food First which tackles food security issues, as well as working to support the city’s task force on homelessness.

“There’s a wide spectrum of needs out there. We have a changing demographic with that boomer generation getting older, millenials coming along, and there’s no doubt that hospitals and health institutions will have challenges meeting these needs as we have, for the first time in history, four generations existing together, and the population aging and living much longer.”

Still, the core focus for the foundation continues to be the hospital itself just as it has been since 1982, when the foundation first began its charitable efforts.

“The foundation is the philanthropic arm of the hospital and the primary purpose is to raise money for equipment, for education and technology and for other projects,” she said.

In the past, the foundation has been instrumental in bringing in funding for a $4.85 million MRI suite, $100,000 neonatal resusciation units, and much more.

Their latest success was the construction of a second endoscopy suite, which Carline notes was funded largely through small donations from the community.

“That money was raised by donations of $10 here, $20 there, students at schools coming together and working on fundraising efforts,” she said. “We never want people to forget that it’s not just the big donations that make things happen here – every donation makes a big difference.”

The foundation recently marked its third year of hosting its signature annual gala.

“It’s really a significant event for us, and I hope we see it continue to grow,” she said.

3935 Kincaid St., Burnaby, BC 604.431.2281 I www.bhfoundation.ca

PHOTO: Cheryl Carline, president and CEO of the Burnaby Hospital Foundation

“When we’re thinking of hospital foundations, we often don’t think outside of the hospital, but we know that there are pieces of the puzzle … that can alter health outcomes for people.”

PROFILES OF EXCELLENCE

F

or the team at Metrotown Floors + Interiors, there’s one priority that guides their work: providing excellence in customer service.

That simple philosophy shapes the approach the company has taken since opening in 2004 in a spectrum of ways, ensuring customers have a top-notch experience from the time they walk in the doors until a project is complete.

It has also led to a continuous growth and expansion for the local business, as they have drawn more clients each year and expanded their selection and services simultaneously.

Metrotown Floors + Interiors is a full service flooring company that serves both residential and commercial customers in Burnaby and throughout the Greater Vancouver area, with everything from solid hardwood to carpet, tiles and luxury vinyl, along with cabinets, countertops and more.

Byron Saracoglu explains that Metrotown Floors + Interiors grew out of a successful flooring installation company he ran with co-owner Al Eris.

“While serving other retailers in their installation needs, we realized customers weren’t getting educated on flooring products and installation services by retailers,” he said. “In early 2004, we decided to grow into the flooring retailer industry with our installation, product and excellent customer service experience and knowledge.”

The company started out in an 1,100 square foot showroom on Kingsway, which was expanded a few years later, building it out to 2,100 square feet. That allowed them to add kitchen cabinets and countertops to their product and installation lineup, and an in-house kitchen designer was added to the team.

But the strong reputation the company had built in its first few years led to a continued growth, and by 2010 the company moved into a 4,000 square foot showroom on Imperial Street so as to be able to provide more selection and

5690 Imperial Street, Burnaby, BC 604.434.4463 I www.metrotownfloors.com

PHOTO: Left: Owners Byron Saracoglu and Al Eris

METROTOWN FLOORS + INTERIORS better service to the booming clientele.

“We take great pride in carrying out excellent work, with more personalized customer service for our customers, which is always the number 1 priority,” said Saracoglu. “Our company continues to strive to be the best, our team works very hard in staying organized and focused on our customers’ satisfaction and needs.”

Saracoglu notes that Metrotown Floors + Interiors is able to offer “one stop shopping” thanks to the wide spectrum of products, specializing in both North American and European products, and the diverse selection allows customers to “think outside the box” about what they may want. In addition, they offer free in-home visits to help a customer with design decisions, and have an in-house interior designer to guide the process.

“We are on time and on budget and we are transparent with our estimates,” he said. “We are always there for our customers. We give them peace of mind – they know they can count on us and our staff.”

Saracoglu says they hope every customer feels properly educated on the products and installation, and satisfied with not just the finished product, but the entire process.

“Most customers come to us with an idea of what they want, but sometimes they are overwhelmed with the variety of selection we offer. Other customers have no idea what they want and we can set up our free in-home visit to get a sense of their setting. In both cases, with our experienced team members and our in-house designer, we help our clients make the right choices that suit their needs.”

“We are always there for our customers.

We give them peace of mind – they know they can count on us and our staff.”

PROFILES OF EXCELLENCE

F

inance is a world of ups and downs: the markets can change, shift and evolve over the course of an hour, let alone over the span of days, weeks and months.

With that in mind, it’s important to have a guide who isn’t just experienced and knowledgeable, but also trustworthy, reliable and dependable.

Eric Muir has built his reputation on being all those things; as a result, he has clients that he has worked with for decades while still drawing new clients – largely by word of mouth recommendations – year after year.

“It’s very important to me that my clients see me as a person who honours his word, who can be relied upon,” he said. “That dependability in finance is critical – the markets are not static and it’s our job to guide our clients to help them reach their goals.”

Muir is no newcomer to the financial services industry, with more than 25 years of experience in the field. He’s a Portfolio Manager and Fellow of CSI, is recognized as one of Raymond James top advisors in Canada and is the founder and head of The Muir Investment Team of Raymond James.

In keeping with his philosophy of constantly providing improved service to his clients, he was licensed 14 months ago as a portfolio manager.

“Having that designation allows us to do discretionary trading on behalf of our clients, so that we can respond very quickly when we see an opportunity,” he said. “Markets can change quickly and that allows us to react on a timely and efficient basis for our clients.”

This change reflects a strong relationship between advisor and client.

“That’s a very high level of service, but a client will be reluctant to hand over discretionary trading if they don’t have a high level of trust in their advisor,” he noted. “We work very hard to maintain that trust – to not just do our best with their portfolios but to keep clients

Eric Muir, Muir Investment Team, Raymond James Ltd. informed, to help provide education, to help them feel comfortable looking at finances and working on goals.”

Muir says his team, some of whom he has worked with for more than a decade, all have the same guiding philosophy and perspective on client care.

“That client-focused approach runs through everything we do,” he said.

“We have a wonderful team here.”

Muir acknowledges that talking about or looking at finances can be stress inducing for people, to the point that some will avoid it altogether. But he notes that the research is clear: those who have financial advisors do better over the long run in reaching their goals around retirement and financial security. “You don’t need to have a lot to begin planning, to look ahead and start making short-term goals and long-term goals,” he said.

The Muir Investment Team hosts a variety of educational workshops and seminars open to the public, on topics such as retirement planning or estate planning, in part to help people begin that process of education.

“Sometimes someone will be in a session and realize ‘Oh, I hadn’t thought of that,’ and it opens a window into something they need to explore more and we’re grateful for the chance to help them do that.”

Securities-related products and services are offered through Raymond James Ltd., memberCanadian Investor Protection Fund.

Insurance products and services are offered through Raymond James Financial Planning Ltd., which is not a member-Canadian Investor Protection Fund.

“Dependability in finance is critical – the markets are not static and it’s our job to guide our clients to help them reach their goals.”

Suite 1133, 4720 Kingsway, Burnaby, BC 604.451.3100 / 1.855.450.6847 www.muironmoney.com

PHOTO: Eric Muir, B.Comm (Hons. Fin.), FCSI, CIM, SVP, Portfolio Manager, Private Client Group and Tracey McDonald, Associate Investment Manager

PROFILES OF EXCELLENCE

C

omfortable. Serene. Relaxing.

Not the words one might expect when thinking about a visit to the dentist, but the team at Eagle Creek Dental Centre strives to make every patient feel exactly that during an appointment.

Eagle Creek Dental combines a state-of-the-art facility with the most current and advanced techniques and technology in a modern patientcentered environment. The team’s goal is to provide their patients with topnotch dental care in a visit that is easy, efficient and more comfortable than they’ve ever experienced before.

“Part of our approach is ensuring that our entire team has a high level of expertise and education in their respective areas and are approachable and friendly,” said Dr. Sherwin Nabi.

The team is led by Dr. Nabi and Dr. Michael Magnusson, along with a staff that includes a Certified Dental Orthodontic Assistant, two Certified Dental Assistants, several Dental Hygienists, an Office Manager and several receptionists.

Dr. Nabi has been in practice for 16 years and notes that Eagle Creek Dental has over 900 positive reviews from patients stating how much they value the clinic’s approach.

“The goal of our office is to educate and answer the questions and concerns of all of our patients and to make sure that they leave our office feeling they received the best treatment possible,” said Dr. Nabi.

“We want every patient that visits our office to feel that they are treated with respect and that the services we provide are second to none,” he added.

Dr. Nabi is an avid soccer player and member of the Vancouver Metro soccer league. He was also the B.C. Junior Chess champion for three years in a row, and has recently taken up road biking. He coaches both soccer and

EAGLE CREEK DENTAL CENTRE chess to youngsters, and spends free time with his wife Azadeh and sons Arman and Darian.

Dr. Magnusson joined the Eagle Creek team a little over a year ago, and says he’s committed to patient care and continuing to expand his knowledge in advances in dentistry by pursuing ongoing education throughout North America.

Dr. Magnusson also has a busy life beyond dentistry: he is an accomplished drummer and can be seen performing at venues around Vancouver, including the annual International Jazz Festival. He also hikes, snowboards, plays golf and enjoys cooking.

Eagle Creek Dental offers a wide spectrum of dentistry services, including implant dentistry, family dental care, root canals, restorative, Invisalign and cosmetic dentistry, ensuring that they are always providing care that is comfortable for each patient.

The clinic also keeps a strong focus on education and technology, ensuring that the best, most current treatments and equipment are being used.

Encouraging preventative care with regular visits, thorough exams and routine dental cleanings helps ensure that patients need fewer procedures down the road.

It’s no surprise that Eagle Creek Dental is continually growing and was recently awarded the Best of Burnaby reader’s choice award in the dental category.

Based in North Burnaby, Eagle Creek Dental Centre is accepting new patients and children are always welcome. The office is open six days a week with extended hours on many days (7 a.m. to 7 p.m. Monday to Thursday, 7 a.m.

5 p.m. on Fridays, and 8 a.m. to 4 p.m. on Saturdays) and offers ample free parking for patient convenience.

4442 Hastings Street, Burnaby, BC 604.298.5333 I www.eaglecreekdental.ca

PHOTO: Left: Dr. Michael Magnusson and Dr. Sherwin Nabi of Eagle Creek Dental

“We want every patient that visits our office to feel that they are treated with respect and that the services we provide are second to none.”

PROFILES OF EXCELLENCE

F

or centuries, jewellery in all its forms has been treasured: a gift from husband to wife, parent to child, friend to friend; precious mementos passed from one generation to the next; a token to mark a special celebration or milestone; an item that can be a significant heirloom or a statement of fashion.

And no one knows the beauty and pleasure of fine jewellery better than Rodan Jewellers. The beautiful store has become synonymous with not just offering a diverse array of world famous brands, unique designs and unequaled quality but also customer experience that is second to none in the industry.

It’s just part of what has made the Rodan name so well regarded, with a reputation for excellence that continues to grow. “One aspect that makes us special is our history,” noted owner Rob Davidson. “History comes in many forms, and longevity is one of those.

Our longevity is derived from always striving to exceed the expectations of every customer, and creating a reputation for innovation, not just in our products but in our customer service policies, many of which have become models to the jewellery industry, and that separates us from the competitors.”

Rodan Jewellers began in the mid 1970s, when Davidson – still in high school – opened up a key cutting and jewellery engraving business.

It soon evolved into a small charm and jewellery shop, which opened its doors in 1976. From there, the business continued to grow, eventually expanding into the largest jewellery chain in the province. During that time, the company developed policies such as the comprehensive diamond guarantee – unheard of then, but now used throughout Canada by other retailers.

Those original stores were later sold, and Davidson returned four years ago in 2011 with a new Rodan Jewellers showcase store, based in Brentwood

RODAN JEWELLERS

Town Centre. He has subsequently opened several signature Pandora stores under his umbrella, making Rodan the largest Pandora provider in B.C. They are also one of the leading bridal specialists in the Vancouver region, offering the most coveted names in engagement and wedding rings.

This latest evolution in a lifelong career in the jewellery business is particularly rewarding for Davidson, as his son Mitchell is now involved in running the business, making it a multigenerational operation.

“We are a family business, and family is very important to us – not just our immediate family, but our community,” he said. “We’re so lucky to be here in Brentwood, it’s a community that is very family focused. My wife was born and raised in North Burnaby and we have deep ties to the community personally and as a company.”

The community connection is one of the core values of Rodan, along with offering customers an unparalleled customer experience provided by GIA diamond experts who assist in making informed purchases. An in-store workshop allows for custom and repair work to be carried out on site, while customers shop.

“Our staff are highly trained, very knowledgeable. We have an incredible base of expertise for how to select, how to service and how to maintain any piece of jewellery,” he said. “Our team has a real sense of duty to educate and inform customers. That creates a real loyalty with your customers, and also builds a reputation that brings in first time customers as well.”

Davidson along with Mitchell hope to continue building the Rodan name, making the store a true destination for not just local customers but those from around the region. And with some of the biggest names in jewellery design and creation – Pandora, Tacori, Verragio, Ritani and Tissot, to name just a few – the store will no doubt continue to grow.

Brentwood Town Centre 45– 4567 Lougheed Hwy, Burnaby, BC 604.298.1880 I www.rodanjewellers.ca

PHOTO: Rodan founder and owner Rob Davidson with son Mitchell

“Our longevity is derived from always striving to exceed the expectations of every customer, and creating a reputation for innovation.”

PROFILES OF EXCELLENCE It’s a time of change for the SaveOn-Foods pharmacy in Station Square but some things – like a priority for excellent customer service – will always stay the same.

Pharmacy manager Alnoor Suleman explains that his pharmacy team is preparing to move into the new PriceSmart Foods nearby. Both SaveOn-Foods and PriceSmart Foods are part of the Overwaitea Food Group.

Suleman says the renovations are nearly complete and they’re excited to begin serving both long-time and new customers.

“Our mission is ‘Always Customers First.’ We make our customers the priority, to always provide them with the best service possible,” he said. “Excellence to us means always providing the best care for our patients, and having an expectation of yourself to always do your best and the best for the patient. They are the centre of your focus,” he said. “Excellence also means continually updating your knowledge to provide the latest evidence based therapy to patients.”

That means not just providing safe and efficient prescriptions but also offering a spectrum of health services.

These include in-store vaccinations, specialty compounding, diabetes care services, prescription delivery, free disposal of sharps, medication reviews and travel health services. The pharmacy also offers in-store health screening events such as diabetes clinics with free blood sugar testing, foot screening clinics for diabetics, heart health clinics to measure cholesterol and osteoporosis screening clinics.

“The role of the community pharmacist has really expanded to provide more clinical services,” he noted.

Suleman has been working with Save-On-Foods pharmacies in various locations since he graduated as a pharmacist in 1990. Since then he has received certification as a diabetes educator and an injections certified

110-4650 Kingsway, Burnaby, BC 604.433.3760 I www.pricesmartfoods.ca

PHOTO: Pharmacy Manager Alnoor Suleman

PRICESMART FOODS STATION SQUARE - PHARMACY pharmacist, as well as completing the Travel Health Education Program, and participating in the Medication Management Program, a pilot project from the provincial government.

Suleman was recently awarded for his 25 years of service and he notes that the seven-member team of staff which he heads has a combined 160 years of experience.

“We are all very knowledgeable,” he said. “The staff really care for our customers. They are empathetic and always put the needs of the customer first. We take the time to get to know the customers, to understand the customer’s goals and challenges.”

Suleman says his goal and the focus for his whole team is to always go above and beyond customers’ expectations.

“We want our customers to have an outrageously positive experience each time they visit our store,” he said. “We believe that ‘Always Customer First’ starts with a positive attitude and that each one of us can make a difference to a customer’s overall health and wellbeing.”

Part of that, he says, is ensuring that staff listen to customers and build a positive relationship so that they can work together on their wellness.

“When you think about it, health is our most precious gift and the fact that a customer trusts us with that is truly amazing and inspiring.”

Suleman notes that the pharmacy has always been an integral part of the larger company, and notes that Save-OnFoods and the Overwaitea Food Group are celebrating 100 years in business in 2015.

“This is a great company to work for and the number 1 supporter of local growers and producers, and every store is active within their respective community, such as supporting B.C. Children’s Hospital. They support leadership and professional development,” he said, adding that they have been named B.C.’s Top Employer the last two years in a row.

“Health is our most precious gift and the fact that a customer trusts us with that is truly amazing and inspiring.”

PROFILES OF EXCELLENCE

W

hen it comes to real estate, plenty of people will suggest the process of buying or selling a home will be confusing and stressful.

But Burnaby-based Realtor® Jenny Wun says her approach makes it just the opposite: something to thoroughly enjoy.

“Buying a home should be easy, fun and exciting – one of life’s most rewarding experiences,” she said. “I’m dedicated to demystifying the home buying process by personally walking my clients through each and every step.” And Wun has the expertise, experience and education to do just that.

She has been working in the real estate business more than 13 years; on top of being a Realtor®, she holds an Associate Broker license and completed the Building Construction Technology Program at BCIT in 2009, which gave her an in-depth education in architectural planning, building science and B.C.’s building code. She has worked with a number of wellknown local developers selling and consulting on over 50 projects and, all in all, has sold more than 5,000 homes in the Lower Mainland and Fraser Valley region.

Most important of all, she’s passionate about real estate.

“As a real estate investor and home builder, I love to share my secrets of success in this business and trend predictions,” she said. “This includes sharing some of my favourite inspiration sources such as designers, suppliers and consultants. And I partner with the very best professionals from home inspectors, lawyers, to renovators and painters, to ensure my clients make a well-informed decision when buying or selling.”

Wun says it’s a dream come true to work in her home community, because it allows her to not only introduce people to all that Burnaby has to offer but allows her to help improve the city as well. “I feel responsible to this

JENNY WUN, WEST ONE REAL ESTATE MARKETING neighbourhood and making it a better community. I’m always interested in finding the balance point between the history of our city and current use of land and its surrounding neighbourhood, and what moves the community forward in terms of livability and value,” she said. “I have a very personal investment in this community and I’m proud to call Burnaby my home.”

Wun points to the many parks, trails, recreational amenities, educational institutions as just a few of the city’s benefits – but notes that one of the best things about Burnaby is the multicultural diversity it has.

“We have a multi-ethnic charm here.

I love the gastronomic features of North Burnaby with independent stores and shops along Hastings, many of them Italian, and the fabulous shopping experiences throughout the city with a wide range of stores and Asian cuisine in Metrotown and the Korean shopping district in the burgeoning Lougheed area,” she said.

Her clientele has grown over the years largely through word-of-mouth recommendations and she’s been named Best Realtor in Burnaby for three years running. Still, she’s always seeking new ways to explore and support the real estate community itself. She plans to launch West One Real Estate Marketing in early 2016, to continue offering strategic marketing solutions to developers and help to create a bridge between homebuyers and developers.

“I offer a complete range of services encompassing every aspect of the development, marketing and sales process,” she said. “I love being involved with developers in every aspect from concept, architecture, design, construction, landscaping, sales, marketing, and customer service.

The continual dialogue and mutual learning serves to guide and improve each and every home that is built in our neighbourhood.”

#203-3855 Henning Drive, Burnaby, BC 604-961-3559 I www.jennywun.com

PHOTO: Realtor Jenny Wun of West One Real Estate Marketing

“Buying a home should be easy, fun and exciting – one of life’s most rewarding experiences.”

PROFILES OF EXCELLENCE

T

hink of the human body as a machine: an incredibly complex system with dozens of interconnected components that work together seamlessly to carry out thousands of intricate tasks. Focusing on just one of the components in that system would overlook all the others – and make it harder to find, diagnose and solve a problem when it crops up.

That’s where Catalyst Kinetics Group comes in.

The Burnaby-based health and wellness centre has brought together a team of professionals who work alongside one another, helping clients with a focus on collaborative, holistic care and coaching in an environment supported with the latest technology.

The team, headed by President/CEO Graham Duthie, includes chiropractors, naturopathic doctors, physiotherapists, registered massage therapists, physiologists, kinesiologists and sport and fitness professionals.

“There are other centres out there that are multidisciplinary and have a group of professionals working under one roof,” says Duthie. “What really differentiates Catalyst Kinetics is that we work collaboratively as a team, taking an interdisciplinary approach, so that the scope of practice between professionals overlaps. The team works hand in hand with one another resulting in a whole new level of service.”

Clients at Catalyst Kinetics represent the full spectrum of health and fitness levels, from those just starting out or facing a chronic health problem, to athletes of all abilities ranging from amateurs to elite professionals, including clients from the NHL and other pro sports teams.

“We have developed a reputation as a high-performance centre working with those top athletes,” he says. “But our core, our roots, the majority of our clients are average every-day folks who either want to improve their health

CATALYST KINETICS GROUP or are struggling with chronic health conditions. People have come to us with problems they have endured for years and they feel like they’ve exhausted all the other paths. It’s really amazing to see what we can do for them in one or two sessions with the team we have.”

According to Duthie, Catalyst Kinetics is passionate about finding ways to serve the diverse array of needs and goals.

“For us, achieving excellence means that we recognize that every single individual who comes through our door is different and unique, and that a cookie-cutter approach isn’t going to work,” he said. “That is the test of excellence; when we help that one person with their unique goal, we have achieved excellence. Their goal may be to improve upon a personal best in fitness or sport, or something as simple as bending over to tie a shoe and being able to do it pain free.”

Catalyst Kinetics employs a variety of cutting-edge tools and technologies to help identify problems and find solutions, but ultimately it’s the staff and their passion for what they do that has helped create such a strong reputation for the company.

“It’s incredibly rewarding to work with a client when we know it’s improving their basic quality of life,” he said.

“Our team takes incredible pride in being able to solve complex problems, especially when it’s been a chronic issue for a long period of time and the individual feels like there is no hope. That really gets our team fired up.”

7865 Edmonds Street, Burnaby, BC 604.254.7687 I www.catalystkinetics.com

PHOTO: Center: President/CEO Graham Duthie with the team at Catalyst Kinetics Group

“It’s incredibly rewarding to work with a client when we know it’s improving their basic quality of life.”

PROFILES OF EXCELLENCE

H

arry Paskalidis knows a thing or two about what it takes to be a success in the challenging restaurant business.

Great food with quality ingredients along with dedicated staff and top-notch customer service are critical. So too are word-of-mouth recommendations from satisfied customers and a location that is welcoming, comfortable and central.

Little Billy’s Steakhouse on Hastings Street has all that.

But what has really allowed the North Burnaby restaurant to thrive through four decades is the magic that the Paskalidis family themselves bring to the table: passion for the business and a determination to carry on even when faced with setbacks.

In 1975, Paskalidis made his dream come true when he opened the first Little Billy’s Restaurant on Nanaimo Street with the help of his three brothers Paul, Mike, and Billy†, naming the restaurant after his then threeyear-old son.

From the start, Billy’s has been a family affair: each morning, a young woman named Irma would drop by the restaurant with coffee and doughnuts for the Paskalidis boys. Before long she was a key employee. Today, she is Harry’s wife of 38 years.

Soon after, their two sons, Brian† and Kenny, were going door-to-door with Little Billy’s flyers and menus stirring up business. Eventually, several locations were opened around the Lower Mainland – three run by Paskalidis himself and another seven as franchises.

In 2007, Paskalidis’ restaurant – known by then as Little Billy’s Hideaway and based in Burnaby – suffered a major fire, destroying the building, equipment and everything inside.

LITTLE BILLY’S STEAKHOUSE Missing the restaurant business, Paskilidis, his wife Irma, and son Billy set out to rebuild in a new location with a new menu. And the results speak for themselves: the business is busier than ever as they mark 40 years in operation.

“It keeps getting better and better,” he said. “Every day, customers come up to me and say thank you, it was excellent, we’ll be back and we’ll tell our friends.

What more could you ask for?”

Paskalidis says the simple recipe of good food, good service and a family atmosphere is as important today as it was when he was starting out. “You treat the customers right, and you cook everything with care,” he said.

“That’s what we do. We buy the best ingredients and we serve it right.”

His customers range from long-time fans who have been visiting for years to newcomers checking out what the restaurant has to offer for the first time.

“Sometimes you see the same people week after week, for 10 years, 20 years.

That’s wonderful,” he said. “But we have brand new customers all the time who have heard about us from friends or family.”

The restaurant’s menu includes a diversity of choices from steak, seafood and plenty of Greek favourites, along with soups, pizza, salad and more.

“Everybody has their favourite meal – a lot of our customers order the same thing every time they come, they love it.” The restaurant also offers catering and can accommodate larger groups for special events such as birthdays or holiday gatherings.

When you’ve been around over forty years, the word “classic” comes to mind. And Paskalidis says that is what you’ll get at Little Billy’s: a classic dining out experience you won’t soon forget.

“You treat the customers right, and you cook everything with care.

That’s what we do.”

6785 Hasting Street, Burnaby, BC 604-294-4460 I www.littlebillys.com

PHOTO: Left: Sofia Paskalidis, Irma Paskalidis, Harry Paskalidis, baby Andreas Karadimas, and Ourania Karadimas of Little Billy’s Steakhouse