Profiles of Excellence - Burnaby 2018

PROFILES OF EXCELLENCE B U R N A B Y

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PROFILES OF EXCELLENCE

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BUSINESS PROFILES

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.

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North Burnaby Dental Group Forest Lawn Funeral Home Harjit Sandhu at IG Wealth Management Deer Lake Law Group Olive Tree Flooring Trinity Physiotherapy, Sport & Wellness Hemlock Printers Ltd. Atlas Steak + Fish Grand Villa Casino Burnaby HiFive24 Keystone Environmental Ltd.

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Burnaby Hospital Foundation Reliance Insurance Agencies Ltd. Custom Mortgages Terry Beech, MP Burnaby North-Seymour Performance Institute

elcome to our sixth edition of the Burnaby Profiles of Excellence, a very special annual publication of the Burnaby NOW.

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, who call Burnaby their home. – Lara Graham, Publisher - Burnaby Now

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CONTRIBUTORS I

Project Coordinator: Jenna Hebb I Writer: Christina Myers I Design & Production: Gary Slavin I Photography: Lisa King & Kevin Hill

PROFILES OF EXCELLENCE North Burnaby Dental Group What’s the best measure of both success and excellence?

For the team at North Burnaby Dental Group, it’s a trio of factors: longevity, growth and patient satisfaction. And they have all three in spades.

The practice has been serving its patients for more than 60 continuous years, all while steadily growing in size and scope, and providing a level of patient care that draws new patients in the door every month alongside lifelong ones – some of whom come from across the Lower Mainland and even the Gulf Islands to see their favourite dental providers.

Even in times of change, the focus is always on ensuring the best care for every patient, by fostering a staff of topnotch care providers. This year, Dr. Ron McCaffrey retired after 40 years, and Dr. Laura Schmidt came on board. Dr. Lisa Kostecki has moved to Ontario to raise her family, and Dr. Sherry Milani has taken over in her stead. The practice also welcomed periodontist, Dr. Mandy Nematollahi, orthodontist Dr. Sayeh Ehsani, and additional dentists Dr. Chad Pennington and Dr. Farzad Erfan.

“Our whole team works together to ensure that the care of the patient takes priority over anything else,” said Dr. Houman Houchmand.

In all, the team at North Burnaby Dental Group

includes nearly 40 people – including administrative staff, hygienists, and a variety of specialists – who work as a close-knit group to provide the best care every single day.

“This practice really operates as a family,” said Dr. Houchmand, noting that there are staff members who have been part of the team for several decades.

Another factor in their continued success has been an ongoing focus on always being ahead of the curve on new techniques, equipment and technology for their patients.

“We offer sedation for nervous patients and our staff is trained to make people feel at ease and to decrease their stress,” said Dr. Houchmand. “We have the latest technology available, from CAT scans to lasers. We want to offer the best dental care, plain and simple.”

Their approach has certainly worked – with six decades under their belts, they continue to draw new patients largely due to word-of-mouth recommendations from current patients.

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Our whole team works together to ensure that the care of the patient takes priority.

“We have been here a long time and generations of families come from all over, including the island, to continue their dental care with us,” he said. “We have several patients who are more than 100 years old and have been coming to us for half their lives.”

For Dr. Houchmand and his team, it’s rewarding to see those long time relationships continue and to be able to develop new ones.

“We really want people to walk away saying that was the best service they ever had, that we explained everything and that we were extremely friendly,” he said. “We want our patients to feel

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Dr. Chad Pennington and Dr. Houman Houchmand.

Front Row: Dr. Farzad Erfan, Dr. Laura Schmidt and Dr. Sherry Milani.

that they are coming to the best dental practice in Burnaby, and that they are truly among a team that cares and puts patients first.”

It’s a philosophy that influences every part of the organization’s work.

“I know that if you treat people the way you would like to be treated, then success will follow,” he said.

As part of the booming Heights neighbourhood, the clinic enjoys a central location between downtown and Coquitlam and beyond, with easy transit access.

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4587 Hastings Street, Burnaby I 604.291.6696 I www.northburnabydental.com

PROFILES OF EXCELLENCE Forest Lawn Funeral Home

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ow do we want to remember our loved ones?

How do we want to be remembered ourselves?

What are the puzzle pieces that will create a full picture of a life well lived and a sense of celebration in memory?

That’s the question behind a new program at Forest Lawn Funeral Home, a division of Dignity Memorial, called Life Well Celebrated.

“We talk with every family when they came in, to find out what’s important to them – what will help personalize the service, what will make it a valuable time, what will help them through the full process, and how do we create something that is as individual as the person,” said Andrew Knapman, manager at Forest Lawn. “It’s really about helping families find meaning, to help them share more of who that person was, and to celebrate that life.”

Knapman notes that they are able to provide a wide variety of services and options, ranging from more traditional, spiritual, or religious ceremonies, to more secular memorials and celebrations of life.

“There’s really a spectrum of options, depending on what’s important to people,” he said. “But ultimately we want to help people find meaning – these are often lifechanging times, sometimes unexpected. It’s critical to us

that we help people through that in the way that will work the best for them.”

For Knapman and his team, that goes far beyond the final details and begins as soon as people contact them.

“We want them to feel comfortable and supported from the very start,” he said.

That means having compassionate, caring and knowledgeable staff, but it also includes creating systems that help make the process easier to navigate. This year, they have implemented a new program in which families can see, on a large video screen, what kinds of options and possibilities are available, while discussing it.

“It seems like a small thing but it can be a challenging time, so to be able to give them all of the pertinent information, so that they can really see and experience what their options are, can help people make decisions more easily, which makes it less stressful,” he said.

To that end, Knapman also notes that there is a steady

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It’s really about helping families find meaning … and to celebrate that life.

increase in the number of people who make prearrangement plans for themselves.

“Often it is people who have themselves had to make arrangements for a loved one and they realize how valuable it would have been to have plans in place, and they begin to think about what they want for themselves,” he said. “We have pre-planning advisers who work much as a funeral director does, but in advance, when no one is grieving, and they can think about what their wishes are.”

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Andrew Knapman – Location Manager, Andrea Richmond – Assistant Manager

Forest Lawn Funeral Home was established in 1965 as a chapel located in the centre of the cemetery grounds, adjacent to Royal Oak Avenue.

A funeral home was added to the site in the late ’70s; several years ago, the facility received a major renovation to upgrade the building and interior.

The area is known for its peaceful setting – sloping lawns, greenery, and quiet beauty – along with a central location for ease of visiting.

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3789 Royal Oak Avenue, Burnaby I 604.299.7720 I www.forestlawn-burnaby.ca

PROFILES OF EXCELLENCE Harjit Sandhu at IG Wealth Management

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We do what we say we will do, always. …That’s our promise.

“We do what we say we will do, always, and we do more than our clients are expecting. That’s our promise and we hold to that promise,” he said.

The company, which first opened in 1926, has 100 offices nationally with its headquarters based in Winnipeg and is part of the Power Financial Group of companies, which includes Great West Life Co., Canada Life, Freedom 55, Mackenzie Financial and Putnam Investments.

Sandhu notes that IG Wealth Management has a strong commitment to the communities it

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here’s no such thing as one-size-fits-all when it comes to money – yet all too often, financial advice can feel impersonal and unresponsive to unique circumstances or goals.

For Harjit Sandhu with IG Wealth Management, the client – and their individual needs – always takes priority.

“Every single client is different, every single client needs solutions specific to their life,” he said. “You have to listen, you have to hear what people need, where they’re going.

And that’s what I enjoy: this work is about people, about relationships, ultimately. And at the end of the day I’m making a meaningful impact on someone’s life. That’s a great feeling.”

Sandhu notes that IG Wealth Management – formerly known as Investors Group – has created a reputation for itself because of that personal focus, and their focus on individual needs.

“We do much more than investments, and that’s part of changing our name – to emphasize that spectrum of services,” he said.

For example, clients may be nearing retirement and have questions related to that transition; others may need debt restructuring or suggestions around saving for a child’s education; still others may be focused on estate planning, tax issues, or a mix of many different pieces of their unique puzzle.

Whatever the goals, and wherever the starting point, there’s room for everyone to have guidance.

“To be honest, a lot of this is not taught in Harjit Sandhu, (MBA, BBA, BA) schools or by parents the way it might Senior Consultant have been in another time,” he said.

“Some clients may not have experience with preparing or maintaining a budget. Someone else may have been in save mode their whole life and now they’re retired and need suggestions about what to do with those savings.”

Most of his clients come to him through referrals, which is gratifying.

“If someone is recommending you to a friend or family member, then you know you’ve done a good job for that client,” he said. “We work very hard to be responsive to our clients – to not just give good advice and to hear them and be part of their success, but to be available to them.

I’m based in Burnaby but we have a number of offices throughout the Greater Vancouver Area where I can meet someone,” he said.

Ultimately, though, what makes Sandhu and IG Wealth Management stand out is the fact that the focus is always on excellence.

serves, including being donors or supporters for local-level organizations, such as South Burnaby Neighbourhood House and the Burnaby Rotary Club.

Sandhu’s work in financial planning has been recognized over the years within IG Wealth Management with a variety of awards.

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900-5945 Kathleen Avenue, Burnaby I 604.431.0117 I www.investorsgroup.com

PROFILES OF EXCELLENCE Deer Lake Law Group For most people, the need for legal help often arises as a result of conflict and change – in other words, during a time of great stress.

Recognizing what a client needs and being able to deliver it – not just legally but also personally and emotionally – is part of what sets the Deer Lake Law Group apart.

“It’s not enough to provide great legal services, we must ensure that clients feel valued,” said Antonio Simoes who founded the Deer Lake Law Group with his spouse, Lana Shparberg. “Families and individuals find us during times of crisis and we should do whatever it takes to make the best of an unfortunate circumstance.”

In 2010, the Simoes family moved from Calgary to Burnaby. Simoes had practised law for more than a decade in Alberta. The pair opened the doors of their practice in 2011, and have been growing ever since.

In 2015, the Deer Lake Law Group moved into bigger offices at Deer Lake Centre, and the team – which Simoes describes as a family – now includes a large and diverse group of lawyers and support staff.

“We focus on finding timely and cost-effective solutions to life’s biggest and most unexpected challenges, like the breakdown of a family, car accidents, issues in the workplace, estate issues, applying for probate and more,” said Simoes.

“Our main areas of practice are family litigation, family mediation, and estate litigation, but with six lawyers in the office, we can assist with virtually any situation.”

Simoes says it’s a priority for his team that every client feels supported through their unique and individual circumstances.

“We want our clients to find the ‘good in goodbye’ and to remain future-focused,” he said. “We help clients recognize that no matter the pain, physical or emotional, that they are feeling at this time, there is a happier life waiting for them.”

Additionally, Simoes notes that it’s critical to listen to clients at every step of the process, and to respond to what they want and need.

“We involve our clients in making decisions about the course of action to be taken on their file so that they feel in control of the process. While some clients prefer a lowconflict approach focused on negotiation and mediation, others choose to litigate aggressively. We help our clients pursue their choices so that there are fewer surprises in the end,” he said. “And my door is always open – I encourage clients to share with me any positive comments but also

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We want everyone who walks through our doors to feel comfortable, welcome and heard.

express to me any concerns that they may have.”

Simoes says Burnaby has been an ideal place to call home, both for himself and for Deer Lake Law Group.

“We love to keep things local: we live, work, shop and learn in Burnaby,” he said. “It’s the geographical centre of the greater Vancouver area and this makes it an ideal location to operate.”

The firm has been involved with a number of local community organizations and institutions, and have been members of the Burnaby Board of Trade for more than seven years.

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Antonio Simoes, founder of Deer Lake Law Group

No matter what the future brings, Simoes says the focus will remain the same: offering top-notch legal services to every single client.

“We have remained true to our roots as a small family-owned business with friendly staff and experienced lawyers. No matter how big we grow, we want everyone who walks through our doors to feel comfortable, welcome and heard.”

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126-4946 Canada Way, Burnaby I 604.430.2345 I www.deerlakelaw.ca

PROFILES OF EXCELLENCE Olive Tree Flooring

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here are certain necessary ingredients in the recipe for excellence, regardless of the industry.

Experience, dedication, a strong work ethic, commitment to the customer, an eye for detail, creativity, a positive personality, or strong leadership can all contribute to success.

Most companies can claim a few of these, but having all of them in one place – as Yusuf Gorgec does in Olive Tree Flooring – is rare indeed.

It’s no wonder that this Burnaby-based company has already created an incredible reputation for itself.

Gorgec founded Olive Tree Flooring in early 2018, with an extensive showroom and warehouse, and a team of highly experienced installers ¬and his own extensive hands-on experience in both sales and installation.

“This is my first showroom, but I’m not new to the industry,” he said. “I have a really different mix of experience to bring to this.”

Earlier in his career, he served as the long-time sales manager for a major Canadian company, an experience that gave him experiencing in not just sales but also in managing people; in 2006, he moved into hardwood flooring installation, which he then did for a decade.

“I really enjoyed working with my hands, and I loved the impact it made for customers, to see how happy they were with the work and the change in their home,” he said.

A couple years ago, he moved into the sales end of flooring, which he found newly challenging and enjoyable.

“That’s when I asked: what’s the next step for me?”

The answer was clear: combine the knowledge he had from his diverse experiences into his own new venture.

“My background makes a huge difference, and customers see that,” he said. “When I’m talking about a product it’s something that I’ve installed myself with my own hands. That’s a different kind of experience to be able to share with customers.”

Luckily, he didn’t need to look very far for his first clients – he’d already built up loyal customers over the years who routinely sought him out for more installation work.

“That’s one of my favourite things – when a customer that you’ve done work for remembers you and comes back to you again for another project. It tells you that you’re doing the right thing.”

While his customers are primarily in West and North Vancouver, Vancouver, Burnaby and surrounding suburbs,

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I believe in simply doing an excellent job for the customer.

his work has been drawing attention worldwide.

One of his custom projects – an unusual custom herringbone floor, requested by a renowned Canadian designer – landed in a magazine, and garnered lots of attention. Soon, people were calling him up to see if he could do similar jobs for other projects.

His custom work includes not just unique floors but shelves, mantels, vent covers and all manner of other items made from the flooring materials, in his on-site woodworking shop. He says being

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Yusuf Gorgec, owner

able to provide more options for his customers is another way of providing top-notch service.

Gorgec says whether the job is big or small, custom or not, the same standards always apply: “I believe in simply doing an excellent job for the customer. From the sale side, to the service side, everything is focused on precision, excellence, customer service.”

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4309 Canada Way, Burnaby I 604.369.8877 I www.olivetreeflooring.com

PROFILES OF EXCELLENCE Trinity Physiotherapy, Sport & Wellness

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hat’s in a name?

For the team at Trinity Physiotherapy, Sport & Wellness, the answer is simple: everything.

The clinic, which opened in October 2017, offers a spectrum of services including physiotherapy, massage therapy and personal training. Owner and physiotherapist, Stephen Barclay says the name is an important reflection of the clinic’s values and approach.

“The name is very significant to the us as it embodies the understanding of the combination of mental, physical and spiritual care of our clients,” says Barclay. “It demonstrates a respect to the many sides of health and wellness. Our clinic focuses on assessing and treating the whole person and offering the very best holistic care.”

“It represents the idea of how, when we faithfully use our skills and talents to the best of our ability, it lets our light shine, allowing those around us the permission to do the same.”

The thoughtful approach to all aspects of a client’s wellbeing has already garnered the clinic a stellar reputation that continues to grow. Since opening its doors, the clinic has already tripled its staff as new clients – with diverse health, wellness, and rehabilitation goals – continue to hear about the services at Trinity.

“The reception and support from our clients has been outstanding,” he said. “And for this we are truly grateful.

The vast majority of our clientele is from word of mouth and client referral. The highest compliment we can receive is when a client recommends our clinic to their family or friends. It makes us feel proud that the client’s experience has been so outstanding that they freely want others to experience it.”

It’s perhaps no surprise how quickly the clinic has made a name for itself. The team of physiotherapists, massage therapists, and personal trainers have collectively obtained some of the highest qualifications and credentials in the Lower Mainland. Trinity is the only clinic in Burnaby where each physiotherapist has obtained the designation of Fellow of the Canadian Academy of Manipulative Physiotherapy, the highest possible qualification in manual therapy, which involves many years of post-graduate training.

Barclay notes that the team also includes the highest qualified vestibular therapist in Burnaby, mentors and instructors for the Canadian Physiotherapy Association,

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The highest compliment we can receive is when a client recommends our clinic.

and therapists who have worked with elite athletes at the Olympic Games – just a few of the unique highlights, skills, and talents at Trinity.

“One of the amazing features of our clinic, under the consent from our clients, is our staff has the ability to collaborate with each other – we can be much more effective when each practitioner can combine their thoughts and offer their ideas on the best care of the client. We also have a large and well-equipped gym with the latest technology features to enhance fitness and treatment goals.”

And ultimately, that’s what it all comes down to:

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Stephen Barclay, Physiotherapist

providing the highest quality of care possible for everyone who comes to Trinity.

“We achieve excellence by our high level of staff experience, our dedication to understanding our client’s individual needs, and our provision of care in a state-of-the-art clinic and gym.”

Trinity is located inside the SOLO tower at Willingdon and Lougheed, in the heart of Burnaby, allowing for central access to clients from around the region.

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830-2025 Willingdon Avenue, Burnaby I 604.559.8705 I www.trinityphysio.com

PROFILES OF EXCELLENCE Hemlock Printers Ltd.

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he world has changed immeasurably over the last half century. In the printing industry, nearly every facet of business has shifted, evolved, and grown in ways that would have been unimaginable when Hemlock Printers opened its doors 50 years ago.

But under the surface, the guiding principles that helped Hemlock make a name for itself so long ago are still providing a rock-solid foundation for the present – and the future.

“We are a progressive, family-owned business that has built our reputation on quality, integrity, innovation and sustainable practices,” said Doug Climie, vice president, sales and marketing. “We were founded in 1968 – so we’re celebrating our 50th anniversary – and Hemlock has become one of North America’s most recognized commercial sheet-fed printers.”

The Burnaby-based company provides services to a huge spectrum of clients, from leading retail brands, to designers, agencies, publishers and more. In an era of change and challenge, Hemlock has continued to not just survive, but thrive and grow.

“Our consistent success can be attributed to a number of factors, perhaps the most prominent of which is our founder Dick Kouwenhoven’s legacy of integrity in business, deep roots in the communities and markets we service, technical innovation and investment, a commitment to environmental responsibility, and a passion for the craft,” said Climie. “Maintaining these attributes

means we can attract and retain some of the finest talent in the industry, who help us develop new products and services for our valued current clients while expanding into other segments and markets and attracting new customers.”

Hemlock now operates two facilities in the city, with almost 100,000 square feet of production space and nearly 200 employees, with anther 40 employees in a co-owned organization, Hemlock Harling Distribution Ltd., based in Richmond. As well, Hemlock has satellite offices in Victoria, Seattle and San Francisco.

Over the years it has garnered awards and accolades across the industry – in 2018 alone they earned 13 awards, including Most Environmentally Progressive Printing Company, from the 2018 Canadian Printing Awards. And closer to home, they recently took home the Burnaby

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Hemlock has built its reputation on quality, integrity, innovation, and sustainable practices.

Board of Trade’s Business of the Year award.

“That’s really a testament to the dedication and hard of everyone at Hemlock, and to receive this recognition on our 50th anniversary is especially poignant,” he said. “The company truly does maintain a remarkable culture, even as we expand and grow, working hard to retain that ‘family feel.’ The second generation ownership, led

by President and COO Richard Kouwenhoven, demonstrates huge respect and commitment to this legacy.”

But no matter how much recognition the team and the company receive for their business efforts, there’s no time to rest on the successes of the

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Back Row LtoR: Lance Steel, Master Bindery Specialist; Chuck Gee, Planner; Richard Kouwenhoven, President & COO. Front Row LtoR: Rebecca Jans, Planner; Elsy Franco, Hand Bindery Specialist; Sylvia Bosniak, Hand Bindery Specialist.

past. Hemlock is constantly looking to the future and staying ahead of the curve, be it through adopting new technology, leading the charge on environmental practices, giving back to the local community, or implementing new business approaches.

“Hemlock is proud to have been a vital part of the business, arts and culture, and charitable communities in Burnaby for 50 years, and remain committed to maintaining that role in the coming decades,” he said. “And we’re committed to ensuring that print continues to be an exciting, relevant, and meaningful part of how we communicate and build connected communities.” sponsored content

7050 Buller Avenue, Burnaby I 604.438.2456 I www.hemlock.com

PROFILES OF EXCELLENCE Atlas Steak + Fish

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tlas Steak + Fish may be the crown jewel at Gateway Casinos’ Grand Villa Casino in Burnaby, but it’s only one of a host of impressive gems within the property that are some of the region’s best kept dining secrets.

“We really are a true destination, with multiple dining options, along with the hotel and the casino, and so much to offer visitors,” said Richard Goodine, food and beverage senior operations manager. “There’s everything here from your morning coffee, up to that grand night out to celebrate a big event.”

Atlas, a modern and flirtatious approach to the iconic steak house, has been wowing visitors – not just for its food but for the beauty of its setting and the high level of service offered – since it opened its doors a year ago. “It’s all in the details”, Goodine asserts.

“I’ve been in this industry a long time and you’ll sometimes hear people say that fine dining is dead – but it’s not,” he said. “The days of pretentious formal dining may be over, but Atlas re-establishes the notion that dining out should be a full sensory experience – a stunning design, distinctive cooking techniques, contemporary menus, professional personnel, and a one-of-a-kind vibe.”

The response has been overwhelming, says Goodine: customers are returning as loyal fans, “sharing the secret” with friends and family, and spreading the word that Atlas

is the downtown experience in the casual convenience of the ‘burbs.

Due to popular demand, Atlas recently expanded the experience to include lunch service and an attractive happy hour.

Goodine says the secret to that success is in the details.

In fact, that’s the restaurant’s tag line.

“It’s having those hand-crafted cocktails, a smartly curated wine list, service touches like table-side preparations, exclusive equipment in our kitchen, the dedicated staff, and being focused on every step of the guest journey,” he said. “That’s the number 1 thing we hear: that people are impressed at the attention to detail.”

The challenge now, of course, is to continue to not just meet, but creatively surpass expectations.

It’s a good problem to have, says Goodine, and one he and his team are happy to take on – not just in Atlas but across all the dining options at Grand Villa.

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Atlas is truly unique in treating guests to sociable indulgence.

The site has a variety of dining and entertainment choices: the Buffet offers weekend brunch and breakfast on weekdays along with lunch and dinner; CHOW Lucky Noodle Bar offers wok-fired options from an open kitchen; Personas Patio + Restaurant + Lounge has drinks and food with live entertainment; Centro Bar, situated in the centre of the gaming floor, has cocktails in the middle of the fun, while Alpina Bar provides wine and small plate choices in a quieter space upstairs with a great view looking north to the mountains.

There’s even a Starbucks in the lobby of the

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Richard Goodine, Food & Beverage Senior Operations Manager

adjoining Delta hotel, providing an easy start to the day with a cup of coffee or a place to meet up with friends or co-workers.

“So, we really offer a spectrum of choices, depending on the time of day, whether you’re alone or with friends, if you want something quick and casual or a little more elevated in Atlas,” said Goodine. “It’s a one-stop destination. We want to be the place that people plan to go, where they know they’re going to get the best service, and I think we have the people and the dedication to just keep getting better and better.”

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4331 Dominion Street, Burnaby I 604.453.0776 I www.atlassteakandfish.com

PROFILES OF EXCELLENCE Grand Villa Casino Burnaby

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onsider this the treasure map to a hidden gem in the heart of Burnaby and just moments away from downtown Vancouver: Grand Villa Casino.

The flagship property of Gateway Casinos & Entertainment, the 300,000-square foot facility includes nine distinctive food and beverage outlets, the Delta Hotel and Conference Centre with 189 hotel rooms, six luxury suites and over 12,000 square feet of meeting space, along with a casino complete with 64 table games, 11 poker tables, 1,200 slot machines, and VIP gaming areas.

All told, it’s an all-encompassing destination for food, gaming, entertainment, travellers, and business that has been garnering rave reviews on every front since it opened. And with the recent completion of $15 million in upgrades, Grand Villa is making a milestone statement as it marks its first decade in operation.

“I can’t believe it’s been ten years already. The venue and offerings have evolved so much and continue to develop as we keep pace with the market,” proudly states Stan Ma, assistant general manager. “I have seen a lot of impressive growth and with that continuous upgrades and additions.

For example, the addition of CHOW Lucky Noodle Bar, our flagship restaurant Atlas Steak + Fish, and our expanded poker rooms and VIP gaming.”

These significant investments are all part of the Grand Villa’s mantra of providing the most unique ‘resort and entertainment experience’ in the Lower Mainland. Whether

it’s for a night of live entertainment, a dining occasion, or mixing business and pleasure, it’s a one-stop complex covering all your needs.

“We get really excited when we consistently receive compliments like: I can’t believe I’ve never been here before, this is such a beautiful property and I had a great time,” said Ma, noting that they often get feedback about the variety of options, the customer service, and attention to detail, with visitors saying it’s on par with Las Vegas.

That’s a sign that the company is achieving its goals, but they’re never content to rest on success – there’s always new ways to innovate and improve.

“We try to express excellence in everything that we do, as our goal is to be the premier entertainment destination in the Lower Mainland,” he added. “To do that, we strive to go above and beyond the expectations of our guests and most importantly to listen carefully to what our guests are asking us for.”

That requires a committed team and Ma describes the

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Grand Villa is becoming known as the premier entertainment destination in the Lower Mainland.

staff of more than 1,200 as incredibly dedicated and focused on shaping the guest experience.

“Their authentic commitment each and every day is what drives our success,” he said.

Ma himself began with Gateway nearly 20 years ago and has diligently progressed through more senior positions, from table games dealer to his current role.

“I like to use myself as an example of Gateway’s commitment of investing in their people – I never imagined there would be so many incredible opportunities,” he said. “The amazing thing is that I am only one of many similar stories within the

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Stan Ma, Assistant General Manager of the Grand Villa Casino

organization.”

Ma says he encourages anyone who’s never been to Grand Villa to come experience the resort.

“This amazing but somewhat best-kept-secret has something special for everyone,” he says, adding those options run the gamut from a romantic dinner or a glass of wine, to gaming or live entertainment, dancing and more.

“Come in and let our team pamper you,” he said. “Grand Villa is the place to be.”

The central location off Highway 1, along with free covered parking in attached parkades, make it an easy choice for local visitors and travellers alike. sponsored content

4331 Dominion Street, Burnaby I 604.436.2211 I www.burnaby.grandvillacasino.ca

PROFILES OF EXCELLENCE HiFive24

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he team behind HiFive24 Baked and Fried Chicken had a special vision in mind when they set out to create a new option for fast food: Eat Better, Live Better.

“Eat better” means the HiFive24 team handpicks the freshest ingredients, carefully avoiding the frozen aisles, and uses trans-fat free oil for cooking. HiFive24 does not use monosodium glutamate. In addition to this, HiFive24 provides an array of healthy salads in their menu.

Most importantly, HiFive24 is the only fast food business in the market that offers no-oil, no-breading baked chicken. HiFive24 is extremely mindful of the diverse dietary needs in the community and gives equal importance to vegetarian and non-vegetarian choices in their menu.

HiFive24’s vision of “Live Better” not only involves having friendly staff to serve the customers in a clean and cozy place but it goes beyond and regularly gives back to community. Giving back to community includes a seniors’ discount program, a half price program for local police services, a gift card donation program with the Canadian Blood Donor Services, and sponsoring local community events.

This approach has proven to be a booming success so far. After successfully launching the company’s first location at Main and Marine Drive in Vancouver a year ago, the second location opened in September on Tenth Avenue in

Burnaby. The co-owners of HiFive24 have a goal to open another 12 stores across the region in the next five years.

“HiFive24 was born of our passion to bring healthy, homey, and delicious chicken cooked to perfection” says Milind Palashetkar.

Palashetkar and business partners Mono Moitra and Suraj Sharma have a combined 80 years of collective experience in fast food industry. It was Moitra – nicknamed the Chicken King by his teammates – whose original vision, born from his long career in the industry, resonated with the two younger partners, that ultimately led to the creation of HiFive24.

“It’s really your friendly neighbourhood diner – your kitchen away from home,” said Palashetkar.

Since opening their first store a year ago, the HiFive24 team have received positive feedback from enthusiastic customers. Loyal fans return over and over, and new customers come in everyday thanks to the company’s

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We carry the same spirit of sharing with the community and nurturing diversity which make Canada special.

growing reputation. “We see some customers two or three times in a week,” he said. “And every day we host 20 to 30 new customers, who become our friends, along with returning patrons. Customer service is a number 1 priority – we treat every customer as our guest.”

The second store is in an ideal location- close to Coquitlam, and on the border of New Westminster and Burnaby, right on one of the main routes for both commuting and local traffic. The store is also a part of the Skip the Dishes network, so food can be delivered to customers.

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LtoR: Milind Palashetkar, Monoranjan Moitra, Suraj Sharma

Palashetkar says the company is focused not just on providing healthy food options with excellent service, but also on being a top-notch employer.

“We have over 45 employees in both stores.

We care for our employees and do monthly incentives,” he said.

“We are a 100% Canadian company,” he added.

“At our heart, we carry the same spirit of sharing with the community and nurturing diversity which make Canada special. Our team is diverse and friendly. All the core principles of a truly Canadian company.”

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8669 Tenth Avenue, Burnaby I 604.540.9255 I www.hifive24.com

PROFILES OF EXCELLENCE Keystone Environmental Ltd.

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ven in an industry that can be highly complex, the building blocks to success are simple: create a committed team, listen to each client’s needs, provide practical solutions – and do it all with a commitment to excellence.

For Keystone Environmental Ltd., a consulting firm that provides expertise on a spectrum of environmental challenges – such as contaminated sites, site assessments, environmental management and compliance programs – those fundamentals have helped the company achieve incredible longevity and continued growth, along with a sterling reputation in the industry.

Raminder Grewal, president of Keystone Environmental, notes that the organization first opened its doors in 1988 as a subsidiary of The Koppers Company, with just a single employee. In 1993, Keystone became independent after being acquired by the initial three shareholders and the company refocused its business efforts on the local B.C. marketplace. They now have a team of over 90 staff, and have been headquartered in Burnaby for almost two decades.

“Over the years, our solutions approach to the environmental consulting practice has continued in all disciplines in which we provide services: biological sciences, engineering and contaminated sites,” said Grewal. “On each of our client engagements we seek to meet the needs of our clients while respecting the

environmental considerations, developing solutions that achieve the goals of both the client, and the regulatory community.” The company is often up against massive multinational companies, as many competitors in the market were purchased and merged into larger engineering firms over the years.

“Our challenge is to compete against these large firms that have significant marketing budgets, vast technical experience internationally, and the ability to secure large client engagements,” said Grewal. “While we continue to compete with major engineering firms, we have focused on remaining nimble and laser focused on our clients’ objectives with more resources and technical bench strength and are now developing a network of relationships with other environmental engineering firms.”

One of the ways Keystone has garnered its phenomenal

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Our strength is in our people.

reputation is by investing in its people.

“Ultimately, our client’s overall success is obtained by focusing on staff and mentoring them in their career to help them reach their own personal career goals,” he said.

In fact, he notes, fostering staff is part of Keystone’s mission statement, which states: “Focusing on people and performance, we will be the go-to environmental consulting firm.”

Grewal himself has earned plenty of accolades over the years as well: in 2007, he became the youngest partner and department head in the company’s history. Since then, he has grown the company’s revenue year over year, and created new relationships with diverse core clients, including federal contracts with agencies such as

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LtoR: Keree Orso, Department Head Contaminated Sites; Ray Bertani, Chief Operating Officer; Raminder Grewal, President; Deepti Sharda, Chief Financial Officer; Kevin Wong, Department Head Contaminated Sites; Richard Wells, Director of Government Services

Public Works. In 2013, he became president and then majority shareholder in 2017.

The company was named in Canada’s Top 100 Small and Medium Employers this year, a reflection of efforts to ensure Keystone is an employer of choice. And recently, Grewal was named the Burnaby Board of Trade’s 2018 Business Person of the Year in their annual Business Excellence Awards.

It’s a significant recognition of the leadership he’s provided the company but he says the credit ultimately goes to his staff.

“This was only a result of our team,” he said. “I am very fortunate to work with such an amazing team. Our strength is in our people and how we pull together in challenging projects.”

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320-4400 Dominion Street, Burnaby I 604.430.0671 I www.keystoneenvironmental.ca

PROFILES OF EXCELLENCE Burnaby Hospital Foundation

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n many ways, the Burnaby Hospital Foundation is a mirror of the facility it helps support: driven by compassion, focused on patient care, and ultimately, changing over time alongside the community itself.

The foundation has been the fundraising organization for Burnaby Hospital since 1982, helping to fund new and upgraded medical equipment and technology at the local facility and in its related programs.

And while it continues to celebrate astounding successes – such as $650,000 in recent upgrades to the Fellburn Care Centre, and funding for new equipment ranging from ventilators to ultrasounds – it is always looking ahead to the future, too.

This last year, the foundation has been focused on efforts that will continue to build connections in the local community. The new Chinese Ambassador Society (CAS), for example, is helping to grow and strengthen relationships between the foundation and the sizeable Chinese communities in Burnaby and East Vancouver.

It has already proven remarkably impactful, recruiting passionate new volunteers who are keen to see the foundation succeed in its ongoing efforts. In fact, CAS has already raised nearly $90,000 in only a handful of months.

“Here in Burnaby we have a very active and generous community that is eager to be more involved with Burnaby

Hospital’s great work,” said Chris Dong, the CAS vicechair. “We have already received tremendous support through local organizations and community groups, private donors, and even youth who have volunteered their time at events. It’s been a wonderful experience bringing our community together, and we look forward to even greater achievements in the future.”

Burnaby City Councillor and founder of CAS, James Wang, notes that the early success of the new initiative can help foster continued growth.

“The members of CAS want to be an inspiration; to show other members of the community how they can play a direct and vital role in the health of people in Burnaby,” said Wang. “It also allows the foundation to learn more about potential donor interests and priorities, as well as identify opportunities for the foundation to support local Chinese events and celebrations.”

It’s a unique time for the foundation as it looks ahead to

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It’s been a wonderful experience bringing our community together.

its 40th anniversary in 2022 and the community continues to change and shift, as health care and technology evolve simultaneously.

One of the many goals for the foundation currently is to fundraise for a variety of high-priority equipment needs; a key item at the moment is a second CT scanner to reduce the waitlist for patients, and meet rising demand. Other areas of focus include funds for a mental health and substance use zone to address the growing mental health crisis, and continued outreach into the community to improve health care at all levels.

Foundation CEO Kristy James notes that the

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LtoR: James Wang, Founding Member, Chinese Ambassador Society; Chris Dong, Vice-Chair, Chinese Ambassador Society;

enthusiasm and generosity of their volunteers makes all the difference and the new program is a great example of community leadership.

“Our Chinese Ambassador Society, made up of passionate volunteers, supports Burnaby Hospital Foundation because they understand that health is the most fundamentally important aspect of any prosperous community,” she said. “They want their fellow citizens to understand that while there are many worthy causes, supporting community health care – and particularly Burnaby Hospital – is the best way to make a direct impact for hundreds of thousands of people every year.” sponsored content

3935 Kincaid St., Burnaby I 604.431.2881 I www.bhfoundation.ca

PROFILES OF EXCELLENCE Reliance Insurance Agencies Ltd.

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ome business success stories are all about growth, and some are about reputation. Still others are about creating a family legacy, or about seeing a vision come to life. For Jim Ball and his team at Reliance Insurance, it’s about all of that and more.

“I started at Hastings and Boundary in a little hole-inthe-wall office, 500 square feet, in 1985,” he said. “We’re still on Hastings – about 13 blocks east – but now we have our own building, 16,000 square feet, and more than 100 employees.”

The general insurance agency provides a spectrum of insurance products, including commercial insurance for a variety of businesses in the region; and home, automobile, and marine insurance.

The company has grown in part through building a rocksolid reputation for customer care, integrity and quality, but also through careful and strategic expansion.

“We’ve made 17 acquisitions over the years. I bought this building and we all came together here. This was always my dream, to have everyone under one roof.”

Ball calls Reliance a family business, and he means that in more ways than one – his own son and daughter are key figures in the company, but the sense of family extends to the whole team.

“We like to consider everyone who works here as part of the family. Many of our employees have been with us for well over 10 years, bringing a wealth of experience to our clients,” he said. “When you all work together for the same goal, with the same vision for what your company is about, that’s family. It’s important to me that Reliance continues to be a family business.”

Ball notes that the insurance industry, like so many other fields, is fast evolving to keep pace with technology and customer needs.

“This is the future,” he said. “E-commerce has and will change business in many ways and you have to always be changing to stay ahead of the curve.”

Regardless of the technology, Ball says it will always come down to people, on both sides of the desk – customer and staff.

“We have a team with a lot of knowledge and expertise, a wonderful group of people,” he said. “And our job is to take care of the customer, every time.”

When a situation occurs that requires an insurance claim

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Our job is to take care of the customer, every time.

– be it a flood or a house fire – the most important thing is to be able to give a customer peace of mind.

“When something happens, we want to be able to say: don’t worry, you’re covered,” he said. “Our motto is Protection Beyond Insurance®, and that sums it up.”

He says educating people about insurance is also important, as it’s something many people don’t think about until they need it. “We help people understand that insurance is really risk management – looking at ways to minimize your

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Jim Ball, president and son Chris Ball, CEO

risk,” he said. “There are things you can’t insure against, like loss of reputation, but we may be able to educate and guide people to other resources that can help.”

Reliance has expansion operations in Ontario and Quebec, but the heart of the business is here in Burnaby – and they plan to keep it that way.

“This is a great community and we love it here,” he said. “The neighbourhood is wonderful, it’s central and many of our customers are Burnaby residents. This is our home for a long time to come.” sponsored content

4853 Hastings Street, Burnaby I 604.255.4616 I www.reliance.ca

PROFILES OF EXCELLENCE Custom Mortgages

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We couldn’t be more excited about what the future holds.

“To be able to see someone achieve their goals is so rewarding,” she said. “I have heard many times: I didn’t think it would be possible, thank goodness I talked to you because having achieved this real estate ownership has made so much more in my life possible.”

For example, Tomlinson points to a client who, through several moves, went from not believing they could own a home at all, to being mortgage free.

“That’s a huge accomplishment and it’s very exciting to be part of people’s lives in that way,” she said.

As the organization reaches its 10th

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he hunt for a dream home is often focused on the physical: the type of house, the number of rooms, the neighbourhood it’s located in.

But in truth, making the right choice involves all sorts of less visible but equally critical considerations – and key among them is the mortgage.

The wrong mortgage can make the dream of home ownership into a nightmare – but the right one can be the foundation upon which the success of long-term financial success is built.

Making sure every client finds the latter is the philosophy that’s been driving Custom Mortgages since it opened its doors 10 years ago.

“Custom Mortgages was founded on the principal of helping people achieve their goal of real estate ownership in a way that helps them achieve other goals in their life as well,” said Rishel Tomlinson, principal mortgage broker with Custom. “My motto is: if you get your mortgage right, everything else becomes possible.”

For Tomlinson, that means sitting down with clients to look at goals, budgets and most importantly, cash flow, and not just figuring out the biggest possible amount a client can be approved for.

“Contrary to most mortgage application processes where the conversation begins by asking how much income is earned, Rishel Tomlinson at Custom Mortgages we begin the conversation by asking what type of property and location is desired, and depending on the given purchase price range for this type of product, we talk about what the individual cash flow needs are for each unique borrower, and from there provide them with their top three mortgage options and strategies to help them achieve their real estate purchase within the cash flow parameters we’ve identified.”

In other words: find success for each client by matching the right mortgage – type, conditions and size – to their actual lives, goals and financial situation.

For Tomlinson, avoiding a one-size-fits-all approach means getting to know her clients and their goals – and staying with them for the long-term.

She’s worked with countless clients through that overwhelming “first home purchase,” helping them navigate the process – but she’s also worked alongside long-time clients through multiple home sales and purchases.

anniversary, they’re preparing to launch a unique app that will help people answer the question “What can I afford” which looks at not just the basics, like income level, but future plans like having children or moving to a different area.

“It’s not a simple question and the app will help make it simple by working step by step through all the factors,” she said. “It can be a very stressful process for people when it comes time to buy or sell, to apply for a new mortgage, and really at the end of the day my job is to make it straight-forward, to make it comfortable and to make it work for my client, now and into the future.”

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5526 Kingsway, Burnaby, BC I 604.430.2603 I www.milani.ca

PROFILES OF EXCELLENCE Terry Beech, MP Burnaby North -Seymour

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erry Beech is thrilled by the recent recognition he received from his peers in Ottawa – but it’s the relationship he’s building with his constituents that matters the most.

Beech, the Member of Parliament for Burnaby NorthSeymour, was named Parliamentarian of the Year for Best Civic Outreach in the annual Maclean’s awards, which are chosen by fellow MPs. “It was really incredible and it had extra meaning because it’s voted upon by all parliamentarians from every party,” said Beech from his Hastings Street constituency office. “Just to be nominated is humbling and I didn’t think I’d win. But after having time to reflect on it, the reality is that it’s not really an award for me – it’s for the entire community.”

Known for his efforts in reaching out to those he represents – from doing regular door-to-door visits, hosting public meetings, creating two-way video conferencing for community interaction, and simple old-fashioned coffee gatherings – it’s a fitting acknowledgement of Beech’s work.

“Door-knocking is one of several mechanisms to get the pulse of the community,” he said. “It’s right there with why we visit schools, why we visit places of worship, why

we have an interfaith council. But I wanted to set a new outreach standard. Finding new, innovative ways to reach out to people is something we’ve been focused on since day one.”

That means finding out what works best for people, what they need to feel engaged, and then meeting them where they are – sometimes literally.

“I was meeting with some constituents recently and they said ‘hey, why don’t you come out and play some pickleball with us and we can talk,’” he said. “And why not? Many people want to be involved but they may not have the time or feel they can just pop into the office, so I need to go where they are.”

In fact, Beech says he’s excited for more opportunities of that kind.

“I’d love to have a call to action, an invitation, for people to bring ideas forward,” he said. “Maybe someone will ask me to come hike with their group, or have a gathering at their house with neighbours and friends. My wife and I are about to have a baby, so why not have a stroller political

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People want to know that someone is working hard for them.

walk-and-talk – push the strollers around the lake and have the chance to talk to people at the same time sounds fantastic.”

What he gathers from the community helps to inform his approach to issues.

“In the last year alone, we’ve put out over 100 pages of policy documents, and these aren’t from the national party. I’m writing these, based on what I’m hearing in the community,” he said. “We send out surveys, and make sure we get back to everyone. We want to be that voice for the community in Ottawa.”

Ultimately, his goal is to ensure he’s representing

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Terry Beech, MP Burnaby North-Seymour

every constituent in the riding.

“Most constituents are focused on getting the kids to school, putting food on the table, the day to day tasks, and they want to know that someone is working hard for them and taking their views into account,” he said. “I’m everybody’s representative, and I want to talk to people who agree with me but also – maybe especially – with people who don’t. That creates the opportunity for me to learn something, change my view, or perhaps even change the national policy. We’ve done that on several issues, and it’s the community where most of our best ideas come from.” sponsored content

3906 Hastings Street, Burnaby I 604.718.8870 I TerryBeechMP.ca

PROFILES OF EXCELLENCE Performance Institute

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We’re very passionate about improving people’s lives.

is coming from, to assess and teach and try to motivate each person to reach their fitness goals.

He notes their central location at Canlan Ice Sports, Burnaby 8-Rinks has been a blessing, because it’s a centralized headquarters for many sports teams, athletes and other businesses in the field.

“It’s been a great benefit, because it’s exposed us to a lot of new athletes over the years,” he said.

But a great location isn’t enough to keep a fitness organization thriving for so long. Ramsbottom credits his team, and the clients themselves, for the

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n an industry that’s full of fads that come and go every few months, there’s perhaps no greater sign of true excellence than standing the test of time.

Nearly two decades after first opening their doors, the team at Performance Institute is not just going strong, but continuing to grow – all while building on their already impressive reputation.

It’s a feat that Steve Ramsbottom, who opened Performance Institute with his wife Heather in 1999, doesn’t take for granted.

“We’re very passionate about improving people’s lives, helping them with their goals whatever those goals are,” he said. “And we’re always trying to do what we do better, continually looking for new ways to improve our programs.”

The motivation is simple: the client.

“We truly care about the people who come to us. With all of our staff, from administration to trainers, our number 1 priority is to do what’s right for the client. Their goals are our goals.”

And the goals can vary widely: from high-level elite athletes to individuals seeking to simply improve their overall health.

The team has worked with NHLers, toptier competitive figure skaters, a variety of professional athletes, and a host of celebrities, including Hugh Jackman, Zac Efron, Jessica Alba and more.

They’ve also Steve Ramsbottom, Owner developed a reputation for their expertise in wheelchair training – in fact, Ramsbottom has trained Paralympic athletes, is currently working with the City of Surrey on developing adaptive training programs at city facilities, and he’s written a book on the topic.

The best part of all this diversity, says Ramsbottom, is that it allows the team to have a bigger, better, overall toolbox for every single client.

“If you only worked with one type of client, you can easily get into a mode of focusing your approach in very specific ways, but when you have all different levels, you have to be able to respond to different needs and we love having that variety.”

In fact, Ramsbottom is quick to encourage newcomers to check out the facility.

“Many people are intimidated by the gym environment, and they feel like they have to be at a certain level to even come in the door,” he said. “That’s 100% not the case here. We really take the time to find out where someone

success of Performance Institute.

“We have got just a great staff, some of them have been with us over ten years, and our newest kinesiologist has been here just under a year, so we’ve also got that fresh blood,” he said. “They’re an amazing group who are so committed to what they do. And when clients are happy, they refer us to others. Most of the people who come to us are here because a friend or family member recommended us. At the end of the day, if you do a good job, good things happen.”

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6501 Sprott Street, Burnaby I 604.291.9941 I www.pitraining.ca

PROFILES OF EXCELLENCE Christina Myers Writer

Christina Myers is a long-time journalist, writer, and editor. She spent a dozen years as a staff reporter with newspapers in the Metro Vancouver region before moving into a freelance career.

She has garnered provincial and national journalism awards, and her work has appeared in magazines, anthologies, on CBC Radio, and a host of newspapers and literary journals. Her first novel is forthcoming in 2019, and she is currently editing a non-fiction anthology for publication in 2020. As well, she co-hosts a mixed-genre reading series for emerging and established writers.

She lives with her family in Surrey. Find her online at cmyers.ca.

Gary Slavin Creative Designer

Gary Slavin has worked as a graphic designer in the lower mainland for community newspapers for over two decades, with the majority of those years at the New Westminster Record and sister paper Burnaby NOW. He continues to work as a freelance creative designer for various newspapers and local businesses. He has many design awards over the years presented by British Columbia Yukon Community Newspaper Association (BCYCNA), Canadian Community Newspaper Association (CCNA) and the Suburban Newspaper Association (SNA).

He grew up in North Burnaby, a father of two amazing sons, he now resides in Blaine, Washington with his wife Kristen. Outside of designing he volunteers in the sport of ball hockey at national and international levels.

Lisa King Photographer

Lisa King has been a professional photographer for 12 years, working for a variety of newspapers and publications throughout B.C. King and fellow photographer Kevin Hill work collaboratively, shooting editorial photography as well as commercial and product photography, events and weddings.

The duo met while studying photojournalism at Loyalist College but now live and work in the Lower Mainland.

In her spare time, King enjoys playing team sports, scuba diving, and travelling, as well as volunteering her time with university students studying abroad.

Kevin Hill Photographer

Kevin Hill has been working as a photographer since 2006; his work has appeared in a variety of publications, including magazines and newspapers in B.C. and beyond.

Hill and fellow photographer Lisa King work collaboratively, shooting a mix of editorial, commercial, product, event and wedding photography.

The duo met while studying photojournalism at Loyalist College but now live and work in the Lower Mainland.

Hill, originally from Saskatoon, enjoys a wide spectrum of outdoor recreation, including skiing, backpacking and target shooting, and heading out on motorcycle adventures.

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