CCW Magazine: May / June 2012 by Brenda Jane

MAY/JUNE 2012

캐나다 한인 상공 실업인 총연합회보 U.K.B.A C.C.I.C

U.K.B.A C.C.I.C

Electronic Cigarettes – Smokin’ Hot Category Making Waves for Itself

전자 담배Smokin’ Hot부분 이 시장에서 약진 하고 있다 Carwash Doors: Enter at Your Own Risk! 세차장 문: 위험을 감수하고 들어오세요!

Proximity Advertising – Helping You Target Customers Close to Home And… 근접 광고 – 귀업소가 동네의 손님들을 목표로 하는 것을 도와 준다

PM41670539

A Pre-Employment Tool That Helps You Keep Employees Where They Belong – At Work

Contents Publisher Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Editor Carter Hammett editor@convenienceandcarwash.com Sales Kait Walker 416-493-3912 kwalker@convenienceandcarwash.com

FEATURES

Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com

Responsibility Earns Respect – Your national association earns national attention

Design and Production Edge Advertising Keith House, Design, Production

Old Dutch Foods Announces the Retirement of Fred Prediger – After three decades, “Captain Crunch” cashes in his chips

Hot Topic – After government clamp down on C-store smoke sales, electronic cigarettes are lighting up a whole new niche market

Editorial Advisory Board Bernie Comeau, Shell Canada David Hoy, Mid Island Co-Op Dave Watson, The Chamois Doug McRae, Kahkewistahaw Gas & Convenience Store Ltd. Kim Hansen, MI Petro Scott Findlay, Core-Mark Contributing Writers Russ Bell Dave Bowen Kelly Gray Carter Hammett Alex Romanov Dean Taylor Sean Townsend Circulation James Gordon subscriptions@convenienceandcarwash.com

Website www.convenienceandcarwash.com Publication Mail Agreement No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank St. Winnipeg, MB R3N 1E8

13 Prepared Performance: As cigarette sales decline food service gives itself a reboot. Here’s the skinny on breathing new life into an old category 20 Getting to Know You: Reaching Customers with Proximity Advertising – Writer Alex Romanov describes the personal touch C-stores can use as they reach out in smarter ways to consumers 23 Employee Retention: Reliability and Relationship – Employees are customers too! A new screening tool demonstrates that you can keep new hires where they belong: At work! 27 Managed Services Allow You to Manage Your Profitability – By keeping your car wash equipment clean and shiny, your bottom line sparkles! 32 In Through the Out Door – A good set of car wash doors are the first sign that you are open for business, so why skimp? Our writer offers tips on finding the package that you’ll “a-door”

DEPARTMENTS 4

Publisher’s Message: Golf season is upon us!

37 UKBA Journal: General Meeting heads to St. John NB this year

CONVENIENCE & CARWASH CANADA

Publisher’s Message

Upcoming Events

Let the Games Begin As the winter thaw erodes and blossoms begin to poke their faces out and bloom, we realize that spring is often a time of renewal and reflection but it also means…oh who am I kidding? It means golf, is what it means! Golf! (Golf! GOLF!) Gardeners may spend winters conceptualizing and plotting their flower beds, but golfers are a unique breed; we dream about that hole in one! Of course there’s often a deserving charity attached to a golf tourney and that means getting out and sinking one for a good cause as well. That’s good enough motivation to get out and meet and greet fellow stakeholders, engage in some friendly competition and do a little knowledge exchange in the process. One of those deserving charities is The Canadian Convenience Stores Association. The organization is the national voice for all things C-store and has been doing a stellar job lately criss-crossing the country and meeting with industry stakeholders and government. One of the recent issues on the table concerns nutritional labelling on prepared foods. Over ten million visits are made to C-stores on a daily basis, and in some cases the growth of sales of prepared foods in our stores exceeds the growth of similar sales in quick service restaurants. That translates into a huge impact on C-stores so your national association ensures it has a very vocal presence at all discussions concerning this subject. Of course, that‘s just one area where the CCSA has an impact. New products are regularly reviewed and assessed and input is made. And C-stores are bombarded every day, whether it’s that hands-free dispenser you had your eye on, or electronic cigarettes or the latest brand of potato chips suddenly available on the market, there’s a lot to sort through; a lot to be informed about. That’s where we step in to assist. This issue is no exception. One of the products is carwash door packages. No matter what application you use, your doors are the first thing consumers enter through, and the first things consumers depart through. A smooth running carwash door gives the distinct impression that your operation runs just as smoothly. The same is true for quick grab snacks at your C-store. Far and away the most popular items, food items are in the process of reinventing themselves as cigarette sales gradually fall by the wayside. Those are just some of the items in this stellar issue. We hope you enjoy both the indoors and outdoors as the days start to get just a tch longer…long enough to that extra golf swing in. See you on the green.

Brenda Jane Johnstone Publisher

May | June 2012

May 15, 2012 NACDA Ontario 2012 Children’s Charity Golf Classic Eagles Nest Golf Club, Maples, ON nacda@nacda.ca June 13 -14, 2012 NACDA – Maritimes 2012 Children’s Charity Golf Classic Fox Creek Golf Club, Dieppe, NB nacda@nacda.ca July 5, 2012 WCSA – 3rd Annual Charity Golf Tournament Cottonwood Golf & Country Club Calgary, AB August 9, 2012 Quebec 2012 Children’s Charity Golf Classic August 9, 2012 Elm Ridge Golf Club, Ile-Bizard, QC September 11 – 14, 2012 NACDA – 2012 Industry Business Summit JW Marriott “The Rosseau” Resort & Spa, Muskoka, ON October 23, 2012 WCSA SOI evening

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Responsibility Earns Respect

by: Kelly Gray

CCSA Making Inroads with Ottawa Relationship The CCSA has seen success on the regulatory front thanks to its ability to work collaboratively and the respect it has earned from voluntary efforts to meet challenges head on Despite the fact that Canada’s convenience sector offers employment to more than 185,000 persons who work at some 25,000 locations across the country, it remains a tough job to get government to consider the industry’s point of view. In fact, Canadian Convenience Stores Association (CCSA) president Alex Scholten spends a lot of time traveling around the country meeting with stakeholders and government policy makers. “It has been a challenge to get government to understand that because of the size of our industry, their decisions that impact convenience retail can have far-reaching effects for Canadian business and society. Our job has been to get the message out to regulators and I believe we have turned the tide thanks to a lot of hard work from the CCSA and our regional affiliates.”

Indeed, Scholten and his team recently travelled to Ottawa to meet with Health Canada’s taskforce for the review of nutritional labeling for prepared foods and menu items. He suggests that the government seemed primarily concerned with the needs of other sectors before the CCSA submission. “We discussed several facts,” says Scholten. “Health Canada needed to know that 10 million Canadians shop at C-stores every day. We showed that in some markets the growth of sales of prepared foods in C-stores exceeds the growth of such sales in quick service restaurants. Because of that, when government considers making rules on nutritional labeling it could have a big impact on convenience outlets and we want to make sure we have a seat at that decision table” he says, adding that prepared foods represent a sizable growth area for convenience stores simply because locations are so well placed to meet the snack and meal needs of time harried consumers. However, he also notes that while it is important for consumers to know and understand the nutritional components of the foods they are eating, government needs to understand that small independent retailers don’t have the same

CONVENIENCE & CARWASH CANADA

Consider that the convenience store sector is a $33 billion segment of the Canadian economy that supports close to a quarter of a million workers and suppliers and the need for much closer collaboration can be seen. kind of capabilities a fast food chain might have when it comes to establishing caloric and fat counts in foods. “There has to be some give and take and this has been part of our message to regulators, a message to which they appear to be listening.” He remarks that the CCSA submissions have shown that there has been considerable voluntary action from the convenience sector in regard to working with government to address the health concerns of Canadians. For example, the Western Convenience Stores Association has been a key player with-in BC’s Healthy Family initiative. There, stores have voluntarily offered to provide nutritional info to help get the project off the ground. “This process helped get us to the table in Ottawa. We were able to show that our industry was very supportive of the BC project and we demonstrated a desire to make such efforts consultative.” One of the key missions of the CCSA has been to improve and share the industry’s best practices across the country. To achieve this aim, several years ago the association launched an internal initiative called Responsible Retailer Training, a program that features training modules designed for C-store owners and their personnel that cover various aspects of the business, from the prevention of sales of tobacco and other age-restricted products to minors (We Expect ID) to the handling of hazardous materials to control and prevention of shoplifting. This Responsible Retailer Training has earned the respect of government regulators and it was with this acknowledgment that the CCSA made its presence felt at the recent Justice and Human Rights Standing Committee hearing. “We voiced our support for the Federal government’s proposed changes to the citizen’s arrest laws under Bill C-26 Ð changes which sought to simplify the complex Criminal Code provisions on self-defense and defense of property. In the past, retailers had to catch shoplifters in the act before they could make a citizen’s arrest. The proposed changes to these laws would allow store owners to not only make a citizen’s arrest when they caught someone in the act of stealing but also within a reasonable period after the crime had been committed. “It was our position that such changes would allow 6

May | June 2012

storeowners to better address the ever-growing challenges of store theft. Our storeowners face extremely tight margins and they needed all the help and flexibility they could get to catch shoplifters.” he says, noting that “with the proposed changes in place, store owners or their employees would no longer have to react on the spur of the moment–a circumstance that could lead to dangerous situations and outcomes.” Scholten points out that our past efforts with government in dealing with regulations impacting the c-store industry were akin to closing the barn door after the horse was already out. “Whether it is nutritional labeling, taxes on non-healthy products, tobacco restrictions or regulation on other key sectors, we want to be more proactive. When we are partners in the process and can speak at the decision table everyone benefits. Consider that the convenience store sector is a $33 billion segment of the Canadian economy that supports close to a quarter of a million workers and suppliers and the need for much closer collaboration can be seen. “It all starts with grassroots support from small independent operators where we are able to work at a local and provincial level. The respect we have earned from the provinces has now been transmitted to the federal arena where Ottawa is now seeing us as a collaborative partner.” Part of this collaboration with retailers is the creation of the annual State of the Industry report. Released annually, the CCSA and its partners create an overview of the convenience store sector through the use of survey data collected from retailers across the country which is then used to promote industry awareness. “Now when we speak with government across the country or work with media to establish our objectives, we go armed with solid market data that demonstrates the power and significance of Canada’s convenience store industry, an industry that has grown to become a vital and essential part of our country’s modern framework.” Scholten encourages all retailers to participate in the surveys that will be circulated by the CCSA and its regional affiliates over the next several months.

by: Kelly Gray

Old Dutch Foods Announces the Retirement of Fred Prediger Lots of change witnessed during a career crunch spanning three decades

Prediger got his start in the grocery and food business at age 13 working for his uncle at an OK Economy outlet in Saskatoon. He worked his way up to management after finishing high school, taking over OK’s Wynyard, Saskatchewan store.

During three decades with Old Dutch Foods, Fred Prediger has seen a lot of change. Today, as he readies for retirement from the company as its senior director of sales, BC, AB, SK, he reflects that throughout his tenure, the sales force has grown dramatically as has the assortment of Old Dutch products. “Today it is about personal contact and relationship selling. When I started on a route in the North Battleford area 30 years ago, you were run off your feet and barely had time to drop into the store to say hello. Today this area is serviced by seven distributors who take the time to freshen stock, merchandise and discuss products with their customers. We even have key account managers, something we never had when I started. It was just me,” he says. Prediger got his start in the grocery and food business at age 13 working for his uncle at an OK Economy outlet in Saskatoon. He worked his way up to management after finishing high school, taking over OK’s Wynyard, Saskatchewan store. “I was in my 20’s with two young boys at home. We wanted to move to a larger centre so I went in to Saskatoon looking for work. I found a job as a relief driver for Old Dutch. I worked constantly and after a year I heard the company was looking for a distributor in North Battleford to cover the northwest sector of the province. “I was away from home a lot so I went back to grocery and worked at Wally’s Food Basket and Western Grocers in North Battleford before switching back

to Old Dutch for the long haul.” Prediger admits he missed Old Dutch Foods. So, after a couple of years back in food retail he returned to take on a bit of relief driving before moving on to the distributorship in Prince Albert, a position he held for 18 years. Next, it was back to Saskatoon as regional sales manager following the promotion of Ken Dick. “In 1991 a position opened in Calgary for a regional sales manager and I went for it,” he says, noting that a life with Old Dutch periodically meant picking up and moving around. “Then after the Humpty Dumpty acquisition there was a bit of reorganization and the job expanded to include the three western provinces (BC, Alberta, and Saskatchewan). “When I started in Calgary I was the sole contact for chains and gas accounts in Calgary. Now we have key account managers. When I took on North Battleford a good week might have been $3,500. Today we have some routes that average $15,000 a week. I remember when the introduction of Salt N’ Vinegar chips was a big deal. Now we have 19 flavours as well as a growing slate of corn and Kettle products. The company has grown so much over the years.” Following his retirement this spring, Prediger plans to relax and spend more time with his grandkids. “I plan to take it easy and stay away from airports,” he says, finishing that with all the traveling and road miles, a chance to just sit with family will be a welcome change.

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March | April 2012

Hot Topic Electronic cigarettes are making their way into Canadian C-stores

Whether customers are looking to cut back on a bad habit,or enjoy the occasional puff without the second hand smoke, electronic cigarettes are being touted as an alternative to traditional tobacco smoking. With all the look, feel, flavour and physical sensation of inhaled tobacco smoke minus the chemicals, these products are making their way into Canadian C-stores. “This new category has seen tremendous growth over the past year. And most of that growth for Smoke NV has come directly from the C-store market,” says Shanu Mohamedali, managing director of Smoke NV Inc. “The C-store market is ideal for our products, because it allows regular customers to easily find the Smoke NV items they want, while also catching the attention of new customers, who are ready to make an affordable, healthier impulse purchase.” Smoke NV currently offers retailers Disposable Electronic Vaporizers (available in both Canadian and Menthol flavours), a brand new line of Disposable e-Cigars, a new “Express Kit”, that includes a rechargeable battery, USB charger

and three cartridges as well as Smoke NV replacement cartridges available in seven different flavours, including (in order of popularity) Canadian, Menthol, Peach, Coffee, Apple, Chocolate and American. “First and most importantly, our products contain no nicotine, which is why we prefer to refer to them as vaporizers rather than e-Cigarettes,” explains Mohamedali. “Smoke NV proprietary liquid ingredients are 100 per cent food grade. Unlike many of our competitors we do not use toxic glues in the manufacturing of our products. Instead we employ a screw-based attachment system that results in a much safer product for the customer. We also employ some of the most diligent and sanitary product tests currently found in the market today.” Along with disposable options, retailers can offer customers rechargeable items and their complementary add-ons. Jasper and Jasper, which offers Impulse, a fully-charged, disposable option, also host two types of rechargeable products. The main one is the Revive, featuring two lithium-

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Andreas Voulis of HDSmoke points to the company’s line of various starter kits, replacement cartomizers, which are available in eight flavours and two colours, along with rechargeable batteries and carrying cases in various colours, which allows clients to customize and personalize their own HDsmoke.

ion batteries, three cartomisers (refills), USB, mains adaptor and a carrier case. The Xplorer is essentially the same product with one lithium-ion battery, two refills, USB and a carrier case. “What’s unique about our products is that they do not use the standard ‘heating rod’ other companies use,” says George Muzaic of Jasper and Jasper Canada Inc. “We use a sophisticated heating nano fabric, which delivers consistent vapour output, as well as no overheating. In addition, we are the only company to offer a soft-tip disposable product which we had redesigned in Europe. All other companies use hard metal casing. The material we use and have sourced through our research and development, gives the consumer a realistic alternative than the traditional tobacco products, reducing weight, soft feel on the lips and consistent vapour on every inhalation.” “There are several benefits to retailers carrying e-cigs. Most importantly, the e-cig is in high demand and if they’re not offering one, they are missing out on a great opportunity. They may even be losing out on other sales as a result,” explains Andreas Voulis of HDSmoke. “Second, the products typically offer a great margin and with the residual sales created by replacement cartomizers, e-cigs are an essential item for the C-store’s product mix.” He points to the company’s line of various starter kits, replacement cartomizers, which are available in eight flavours and two colours, along with rechargeable batteries and carrying cases in various colours, which allows clients to customize and personalize their own HDsmoke.

Up Front Even though electronic cigarettes are not tobacco products, retailers may still worry about legislation preventing them from marketing the items. “Electronic cigarettes are not considered a tobacco product and as such are not bound by tobacco legislation,” explains Voulis. “However, similar to tobacco products, we advise all our

retailers, dealers and distributors that the sale of these items is limited to individuals of legal smoking age.” “Due to lack of proper knowledge of the subject, we have had instances of individual inspectorates expressing concern about the technology,” adds Mohamedali. “Smoke NV has always responded to these situations from a point of education, and has worked closely with the different levels of government to reduce disinformation about our product and intentions, as well as help them anticipate the market and establish a set of standards. We occasionally encounter concern over the last position that Health Canada published regarding ‘e-cigarettes,’ however this position is only applicable to products that contain nicotine. Smoke NV fully supports this position and we expect that Health Canada will soon be putting some form of industry regulation in place.” As electronic cigarettes are not considered to be tobacco products, they can be openly displayed in C-stores, and don’t have to be kept hidden behind sealed and covered cabinets. Smoke NV works closely with distributors and retailers to design effective POS materials. Their current offering includes product floor and counter stands, acrylic displays, posters, brochures and window clings. “We are always working to develop effective POS materials and encourage feedback from buyers and POP designers,” says Mohamedali. Voulis of HDSmoke, states C-store retailers can even contact the company for a free sample, along with POS material so they can better understand how the product looks, feels and the benefits for their customers. “It is probably safe to say that traditional tobacco cigarettes will never be completely replaced by electronic cigarettes, but we are seeing a huge shift of traditional smokers moving toward this technology and accepting its many advantages.”

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Prepared Performance

As convenience retail sees traditional markets like tobacco sales shrink, they are turning to tools like prepared food programs for an edge in an increasingly competitive business scene.

The times they are a changin’. Certainly, Canada’s C-stores are finding that the traditional product assortment of 15 years ago is less interesting to customers today. As our world speeds up, C-stores have found opportunity in helping us meet the challenges of modern-day time compression. This is where prepared foods have entered into the equation. Every day 10 million Canadians walk through the front doors of a C-store. This represents 10 million opportunities to address their needs and make a positive difference with products and services that now include bench-made sandwiches and burgers, soups, and even Pad Thai. As tobacco sales have waned operators have come forward with foodservice that is making the neighbourhood quick service shop about so much more than a place to pick up the newspaper and a pack of Players Lights. When it comes to prepared foods, the most common choices for consumers at convenience stores (in descending order) are deli meat sandwiches, chicken dishes, burgers, hot dogs, breakfast sandwiches, French fries, and pizza (The NPD Group’s CREST service). Quick grab (snack) items remain the most popular items for consumers, far surpassing the top prepared food item, deli meat sandwiches.

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March | April 2012

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“The question for convenience store operators is whether they can compete in categories that are already served by QSR operators and offer comparable quality to consumers,” comments NPD Group Industry Specialist Joel Gregoire. “Also, can they make the needed operational adjustments that would be required while maintaining their margins? Perhaps more fundamentally, are convenience store operators willing to invest in a communications strategy to inform consumers of their

Karen Weldman, vice president of new business development says C-stores need only 480 square feet and about $150,000 to invest to get into a full day part foodservice business that consists of a Country Style premium coffee program and fresh-made Mr. SUB sandwich offer.

prepared options given that consumption behaviour in these venues is geared more towards traditional snack foods”? When looking specifically at frozen dinners, daypart matters, says Gregoire pointing to The NPD Group’s National Eating Trends service, which tracks food and beverage consumption across nearly all categories and venues. “Young adults 18-34 are more likely to eat their frozen dinners at lunch, likely because of the convenience the category offers, and the fact that they are more likely to be ‘on-the-go’ (i.e. at work). Consumers 65+ skew much more heavily to dinner, indicating that this format is less likely to be an on-the-go option and rather an in-home dinner solution that requires little preparation (and cleanup) for this age group. Perfect for someone who is single. Positioning frozen meals as an on-the-go solution for younger consumers in the middle of the day may prove a better fit for the C-store chan-

nel. With this in mind, if C-stores do offer frozen meals to be eaten on premise, they should look to create a friendly environment that’s conducive to heating and eating.” This friendly environment is one that is the result of a lot of adaptation. For example, as drug chains move more fully into the convenience sector, C-stores find themselves offering less grocery, less frozen, and more hot foods and snacks as they seek to meet the challenge of competition head on.

“As competition increases C-stores must reinvent themselves to become something much more than a place for a late night quart of milk,” says Chuck Arcand, corporate director of Canadian marketing with Core-Mark, a goto company that is a key distributor and store service provider to the country’s convenience sector. Arcand reports Core-Mark has been offering products to fill in the foodservice gap at Cstores. For example, they offer Richmond Valley frozen entrees that can be heated in-store or at the office and a pizza program that can be sold hot by the slice, by the pie or refrigerated for take n’ bake. “These pizzas are great for stores close to schools,” he says. Core-Mark also offers a Campbell’s soup program complete with kettle as well as a new George Pepper soup line. There is also a roller grill offering breakfast burritos and other items, a pastry assortment that includes frozen product (six varieties of doughnuts) that is on a par with anything in the market. More, Core Mark offers a sandwich program that features 15-to-20 varieties of fresh and atmospherically modified (CO2) selections. “At Core-Mark we are really a partner in creating in-store profit centres and helping reduce overhead. We can also reduce the need to hold

CONVENIENCE & CARWASH CANADA

large amounts of inventory, thanks to our close support.” Certainly close support is essential when offering food programs that require refrigerated or merchandize supervision like monitoring turns and shelf placement. This is where companies like CoreMark and others such as National DSD Group, a national directto-store leader with more than 200 vehicles servicing the country, come into play. “Our people are in stores on a scheduled basis to service sandwiches and other snack sections throughout the operation,” says National DSD’s Henry Arsenault, who reports that the company offers multi-temperature trucks, an attribute that creates something like a snack foods warehouse on wheels. It also means consistent restocking, a major factor in customer needs. “When C-store customers come in looking for a particular snack/sandwich it’s important to have the right product on hand. This represents the convenience that keeps people coming back to your store,” he says. When it comes to coffee and fresh sandwiches, the MTY Group has a lot to offer the industry. Last year the group purchased Mr. Sub and along with their Country Style brand, is now rolling out a program to C-stores that will see operators able to offer both brands to their customers. According to Karen Weldman, vice president of new business development, express division at MTY, the launch of Country Style and Mr. Sub Express programs represents a fresh solution for C-stores and gas bars looking to get into foodservice. “Mr. Sub was established in Canada in 1958 and is a well known and highly respected brand. The same is true for Country Style. Together the

May | June 2012

brands offer an exciting alternative for customers who see both marquees as high value and high quality players in foodservice,” she says, remarking that C-stores need only 480 square feet and about $150,000 to invest to get into a full day part foodservice business that consists of a Country Style premium coffee program and fresh-made Mr. Sub sandwich offer. “Convenience retailing is undergoing an evolution,” she says. “Stores are now more customer targeted and more service focused than ever. A foodservice offering is all part of the contemporary face of Canada’s C-stores. Without the edge that prepared food items deliver, stores will find it increasingly harder to compete,” she says. Indeed, once upon a time the question was – ‘Got milk?’ Today, business complexity and customer needs have C-store operators partnering with brands from A&W to Chester Fried Chicken. Now, the question to a customer who comes in for a loaf of bread and a box of breakfast cereal might well be – ‘Will you have fries with that?’

Healthy Choices

Guilt free snack alternatives are coming into their own as C-store customers seek out more healthful options. Certainly, taste and convenience rule when it comes to snacks. Now public attitudes are beginning to shift toward a greater demand for goodfor-you quick bites. The upshot is that manufacturers are coming forward with new product innovation to fill the void. Retailers as well have seen the light and are looking more closely at making their real estate available to healthy snack alternatives. The public is the beneficiary and the sector is on a growth curve as a result. When looking at the overall Canadian snacking environment, consumers indicate that health is more important to them in the morning than at any other time of day. In fact, according to The NPD Group’s SnackTrack service, which tracks overall consumption and motivations for a cross-section of snack food categories, health is identified as the main reason for choosing snack foods ten per cent of the time in the morning, compared to six per cent when looking across the entire day. While taste still rules as the main consideration when making a snack food selection, Canadians are more likely to want to start the day off right in the morning. Does this translate into the foods purchased from convenience stores in the morning? To some extent, yes. According to the NPD Group’s

CREST service, which tracks consumption across the foodservice industry, juice, muffins, snack bars (which include cereal, energy and granola bars), milk and bagels are all more likely to be purchased in the morning. At the same time, carbonated soft drinks rank third of all foods and beverages purchased in the morning at convenience stores (behind coffee and juice), so health is certainly not the only consideration. Additionally, only two per cent of snack foods purchased at a convenient store in the morning had health identified as being the main driver behind the selection, well under the ten per cent listed for all purchase venues in the same daypart. According to NPD Group Industry Specialist, Joel Gregoire, demographics are an additional challenge. Teens and young adults are more likely to get their foods and beverages from convenience stores. For instance, Teens 13-17 account for 15 per cent of all traffic at convenience stores compared to seven per cent for all commercial foodservice venues combined. Health’s importance, however, increases with age. For example, teens indicate that health is the main reason for choosing a snack food three per cent of the time compared to nine

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May | June 2012

per cent for adults 55+. Convenience stores may see healthy offerings as a way to help drive traffic among older adults, but the reality is that teens are the sweet spot for convenience stores, and one has to consider the potential incremental lift that healthy options would give convenience stores as consumers generally don’t see the this venue as a source for nutritious options. “When teens visit a convenience store, they are most likely to do so for a snack in the afternoon or the evening (73 per cent of their visits), whereas adults 55+, who tend to be more concerned with health, are more likely to visit a convenience store in the morning (over 30 per cent of their visits) compared to teens (15 per cent of their visits),” says Gregoire, noting that the PM snack is still the most popular daypart for adults 55+ at over 45 per cent. Here, Gregoire says a health positioning for convenience stores would likely have the greatest resonance in the morning among older consumers. However, he suggests one must remember not to get away from the core reasons why people snack, which are taste and convenience. Indeed this is behind the success of General Mills Nature Valley and Fibre 1 snack bars. According to National Sales Manager, Ted Sadinsky, the Sweet n’ Salty range of Nature Valley bars are the country’s leader because they have addressed taste, health and convenience. He reports that General Mills offers four core products within their Granola line (NV Sweet n’ Salty, NV Trail Mix, NV Crunchy, and Fibre 1). “These bars work in all day parts, they work well as promos and are a good add on to coffee and beverage sales,” he says, noting that secondary placement is best by the coffee and hot beverage station. “These snack bars are alternatives to the standard range of chocolate bars and other confectionary products. To generate strong sales retailers need to make them visible in places where buying decisions are made.” As well, Sadinsky points out that the healthy snack bars are a solid profit source for retailers, and driving incremental sales is highly beneficial to the bottom line. “This is where in-store merchandizing comes into play. Let customers know you have them and maximize the opportunity by pairing them with other products to increase till ring,” he says, commenting further

that like chocolate bars healthy snacks fall to impulse buying decisions and operators need to make that decision as easy as possible. With people seemingly more concerned about health and food it comes as not surprise that the healthy snacking product range is expanding well beyond granola bars. “As c-store operators see drug chains moving into territory once occupied by convenience retailers, they have been stepping up the product assortment and services,” says Chuck Arcand, Corporate Director of Canadian Marketing, Core-Mark, a North American leader in marketing, distribution and logistical support to the trade with a strong presence from Vancouver Island to Ottawa. Core-Mark is a broad line supplier and distributor that can offer everything from packaged sandwiches, to confectionary, to chips, to pizza and breakfast items to donuts and everything in between. “Our idea is really to increase profit per linear foot. We do this through things like vendor consolidation, a program where we reduce inventory and decrease interruptions from sales people,” he says noting that a typical store might see 43 direct store delivery staff. “We can reduce this to just seven people a store has to deal with.” What are his teams telling him about snacks in c-store? “High protein is big and we are seeing strong sales of bulk jerky. Manufacturers have reduced the sodium in their products to make them more attractive to health conscious consumers. Gluten free chips like Covered Bridge brand are also selling well as society discovers a growing percentage of the population is negatively impacted by wheat products. We are also obtaining a lot of market data from the US, a market that is farther ahead in terms of healthy snack consumer acceptance. This data can give Canadian retailers a real leg up as trends move forward,” he says, pointing out that their teams have taken what they have learned and use this to build more eye-catching displays and get the right products in store. “We are seeking to build the market to aging and female customer bases that have been a bit slow in c-store,” he says concluding that while Canadian consumers are still thinking traditional fare when it comes to snacking, retailers need to be at the crest of the wave as the trend toward healthier products increases its presence.”

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by: Alex Romanov, CEO, iSIGN Media

Getting To Know You:

REACHING CUSTOMERS WITH PROXIMITY ADVERTISING To craft an effective marketing strategy, retailers must know their customers. Consumer insights enable merchants to target campaigns and maximize ROI. In the past, it was difficult for marketers to identify consumer preferences efficiently, which led to a scattered approach to marketing, with messages distributed broadly and randomly in the hope that they would stick with a sufficient number of receptive consumers to make campaigns worthwhile. However, new technology developments have opened up fresh possibilities that have profound implications for both marketers and shoppers. An increasingly mobile culture – in which millions of consumers are always connected via smartphones and tablet devices – coupled with advances in real-time data collection and measurement capabilities, provide new opportunities for retailers. Those who capitalize on these new opportunities will be the winners in the proximity marketplace.

A Smarter Infrastructure Requires Smarter Marketing Programs Proximity advertising – the ability to reach customers within range of a particular location with targeted messages – is a fast-growing trend for one simple reason: It works. In fact, an IBM study found that 72% of customers are receptive to marketing messages about products and services that are within sight of the customer’s location. That’s a powerful incentive for retailers, and the good news is that new technology tools allow them to reach potential customers – without compromising consumer privacy – at a price that is far more affordable than many traditional campaigns. Today, merchants can send rich media messages to consumers within range using the Bluetooth® technology that powers customer smartphones and devices.

May | June 2012

The most effective proximity marketing strategies combine the power of Bluetooth technology with the dynamic capabilities of digital signage, a proven technique offered by a mature industry that allows retailers to promote brands, products and services in a more direct, personalized way than traditional static signage. By combining these two media tools, merchants can personalize digital signage content, reach consumers with messages on their devices that are as personal as a text and match the offer to the consumers’ preferences. This strategy creates a whole that is greater than the sum of its parts.

Communicating with Customers in Their Preferred Mediums In an interactive, multimedia culture, the winners will be advertisers who speak to consumers in their preferred language, which is increasingly mobile and personalized. Consumers are bombarded with messages from all sides, and only those offers crafted in the same manner as consumers’ preferred content can cut through the clutter. Proximity advertising fits the bill since it is dynamic and delivers unparalleled opportunities for interaction. Proximity marketing’s ability to reach consumers in a personal way is only the beginning: It also offers virtually endless opportunities to deliver consumer insights to the merchant in real time, enabling retailers to further refine messaging to conform to consumer preferences. And it does this in an unobtrusive way since consumers first opt-in to the messaging. For example, imagine being able to send a rich media message to a potential customer’s handheld device when that customer is in close proximity to a retail outlet. The message could be an offer for a mobile coupon that provides the customer with a discount on a product or service, with the message reinforced by digi-

CONVENIENCE & CARWASH CANADA

tal signage promoting the same or a related product or service. Imagine having the ability to change the messaging and signage on the fly to generate greater ROI based on real-time consumer metrics. This scenario is possible right now, and the technology to make it happen is as ubiquitous as a smartphone and often more affordable than traditional marketing campaigns. And because it’s a proven way to generate ROI by leveraging mobile culture and consumer buying behavior, it is the future of advertising.

A Win for Consumers and Merchants Clearly, proximity advertising holds great promise for retailers looking to generate new business and garner improved returns on their advertising investments. But consumers

win in this brave new marketing world too: In fact, they might be the biggest winners of all. That’s because proximity advertising engages consumers via their preferred method of communication – interactive, spontaneous – while they are already engaged in enjoyable activities on the go. By combining emerging mobile marketing techniques with mature digital signage strategies, merchants can engage consumers directly and intimately, offering greater levels of interactivity to deliver quality content and targeted offers. It enables merchants to reach tech-savvy customers on their own terms while measuring message effectiveness and adjusting offers to consumer preferences in real time. This delivers a win to participants at both ends of the conversation.

About the Author Alex Romanov is CEO of iSIGN Media, a leading North American multiplatform advertising solutions company that utilizes Bluetooth, Mobile, Wi-Fi and Location-Aware technologies to deliver rich media, permission-based messages to engage consumers more deeply and costeffectively. Find out more at http://isignmedia.com/

CONVENIENCE & CARWASH CANADA

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Find out more at InteracFlash.ca.

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by: Sean Townsend Employee Retention:

Reliability and Relationship Pre-Employment Screening Tools Help Improve the Bottom Line It’s an all-too-familiar scenario in the convenience store and gas station retail industry: a new employee comes on board, goes through orientation and training—and is gone within months. When it comes to the bottom line, high employee turnover is a double-edged problem: losing employees is expensive, and so is replacing them. With so much at stake, many experts say the best way to prevent turnover is to hire the right people in the first place. That’s the goal at Pioneer Petroleums, with the innovative online application system the company is using to pre-qualify retail operators for its sites in Ontario and Manitoba. “Pioneer owns more than 700 sites, from basic gas stations to full-service operations with convenience stores and carwashes,” says John Skakie, an HR consultant who has been working with Pioneer since 2006. “That allows for different levels of investment by a diverse group of retail

operators, who are independent contractors.” Skakie says Pioneer sees an average of 200to-220 qualified candidates per 12-month rolling period, competing for between 10-and-25 job opportunities over the same period. To apply, applicants create a profile to enter their contact information and resume. Then they answer a series of pre-qualification and screening questions. For those who are qualified, the third stage is an in-person interview with Pioneer staff. The cornerstone of the pre-qualification step is the Employee Reliability Inventory (ERI®), an 81-question screening tool that takes about 15to-20 minutes to complete. The ERI tool, available through Psychometrics Canada, measures how well a candidate is likely to perform in seven critical areas: freedom from disrupted job performance, courtesy, emotional maturity, conscientiousness, trustworthiness, job commitment, and safety.

Employee Reliability Inventory (ERI®), an 81-question screening tool that takes about 15-to-20 minutes to complete. The ERI tool, available through Psychometrics Canada, measures how well a candidate is likely to perform in seven critical areas: freedom from disrupted job performance, courtesy, emotional maturity, conscientiousness, trustworthiness, job commitment, and safety.

CONVENIENCE & CARWASH CANADA

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“By definition, reliable and productive work behaviour requires a long-term commitment to the job,” explains Dr. Gerald Borofsky, clinical psychologist and author of the ERI tool. “However, additional work behaviour skills are also necessary for reliable and productive job performance. In addition to assessing an applicant’s long-term job commitment, the ERI assesses these work behaviour skills.” Borofsky says improving employee retention was one of his objectives in developing the tool. “For a number of years, we had been in the business of providing companies with pre-employment assessment services and consultation. Customers identified a number of problems regarding the reliability and productivity of their workforce. Among other things, they indicated that retention was a major problem for them, and that low employee retention was a source of cost that directly affected their overall profits. Their complaints included needing to spend too much time hiring and training new employees, and not being able to spend enough time on revenue-generating activities.” Borofsky adds that the ERI is backed by more than 15 research studies that have “consistently documented the relationship between ERI use and reduced turnover, with an average reduction of 35%, and an average return on investment of greater than 500%.”

Skakie’s results with Pioneer also suggest that the selection process works. “The ERI is perfect for this particular application, and it’s what sets the process apart,” he says. “Our data from April 2011 show that we’ve had less than two per cent turnover of candidates who went through the process.” Aside from helping to rule out unsuitable candidates, the ERI provides options for follow up questions interviewers can ask to make sure a promising candidate is a good fit with the organization. “It helps employers make an informed decision,” says Skakie, “and an informed decision is a better decision.” Skakie notes that there is a personal side to his role, which occasionally includes calling applicants to ask about unclear information, or coaching Pioneer staff on effective interview questions. “Sometimes there can be issues with language or interpretation, and sometimes you make a judgment call about a candidate’s fit,” he says. “It helps build the relationship between candidates and district managers, because that relationship has already been nurtured.” For Skakie, that mix of people and process is at the heart of why the system works with Pioneer’s culture: “They’re really trying to build relationships. The system helps to determine who will have those good relationships—with customers, with management and with the brand.”

Come Join Us!

2012 State Conventions & Trade Shows Convention, Golf tournament and trade Show Washington •

Cle Elum

Save the date: June 5-7, 2012!

Montana Billings

•

MPMCSA

Montana PetroleuM Marketers and ConvenienCe store assoCiation

Billings Hotel & Convention Center, Billings, MT

Mark Your Calendar: WOMA Convention

June 18-21, 2012 August 1-3, 2012

Suncadia Lodge Cle Elum, WA

Idaho Petroleum Marketers & C-Store Association

Convention

For more State Convention & trade Show inFormation: Go to the map at www.wpma.com and select the state where you would like to attend, or call (801) 263-9762

Coeur d’Alene •

Idaho

CONVENIENCE & CARWASH CANADA CCCMag12 MayJun hlf10406.indd 1

25 4/6/12 12:21 PM

BIGGEST DISCOUNTS

You get the best deal by registering early. Early-bird rates are only available for a limited time. Group discounts are available to companies bringing five or more employees. Spouses also qualify.

Full registration includes admission to: • All three days of the trade show • All of the education sessions • PEI Industry Reception • NACS Welcome Reception

BEST HOUSING OPTIONS

This year’s headquarters hotel is the LVH--tHe Las Vegas HoteL and Casino (formerly the Las Vegas Hilton). Other hotels with PEI room blocks include Harrah’s and Planet Hollywood Resort & Casino.

For more information and to register and reserve housing, go to www.pei.org/show or call 918.494.9696.

by: Russ Bell

Managed Services Allow You to Manage Your Profitability

Regular car wash equipment maintenance delivers better system uptime and helps your bottom line If you feel as if downtime is impacting your car wash revenues and you have a daily goal of maximizing your equipment uptime, then perhaps effective managed services of your facility and equipment is an option worth considering. Factory-trained field technicians can address any issue occurring at any car wash, even if it is a competitive piece of equipment. With equipment servicing, it’s important for a customer to be aware of the complete list of services and options from the service provider, whether it’s in-the-bay equipment servicing, with high-quality, environmentally safe, low cost-per-wash chemicals, or customer marketing programs designed to improve wash count totals and the value of each wash. Within the bay itself, a service provider can be a customer’s source for related car wash equipment – vacuums, doors, heaters, air compressors, lights, and bay cleaning services. Some companies offer ongoing service options, including consultation on turnkey reloads. These added benefits include help with electrical and plumbing, bay modifications, wall systems, fiberglass or painting, signs and/or promotional packages, doors and door controls, in-floor and radiant heat. In addition, it is possible to look to the service provider for staff training, vending and ancillary equipment installation and equip-

Experience more than just a clean car. Call Pumps & Pressure. Invest in experience. Our car wash division has over 70 years of combined experience in manufacturing, service, sales and ownership, bringing our customers the best value for their investment.

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CONVENIENCE & CARWASH CANADA

Don’t have a machine down

when your customers need a car wash. We’ll move the cones and keep your wash count high.

Building A More Profitable Car Wash

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ment removal and disposal. When starting to address the service requirements, service technicians might rely on a detailed computerized service history. This information usually helps the technician address the likely problems in advance and facilitate a faster on-site fix, especially when a customer needs it most. There are other reasons to rely on regular service. The first is the simple fact that better maintenance of your car wash equipment will deliver better system uptime and a lower potential for vehicle damage. At Ryko, we believe in flexible planning. Whatever level of service is going to reduce your downtime and increase your uptime, then that’s the service agreement we want you to have. On average, most operations choose one of the following options: • A true fixed cost flat fee that enables you (the customer) to budget his/her expenses on an annual basis • A true fixed Price Per Wash (PPW) chemical and service plan, where the company shares the risk based on wash count variation • A time and materials plan where technicians can be called on an asneeded basis and customers are billed for actual service time and materials used

• Product adjustments to allow for maximum wash quality/volume • Completion of a multi-point performance checklist • Repair/replacement recommendation Beyond the actual equipment servicing, customers can also look to their service provider as a partner in the maintenance and support of accounting programs for car washes and revenue sharing opportunities.

Throughout Canada, there are well-staffed outlets with teams of trained service professionals: consult with your equipment manufacturer for the service provider in your area.

For more information on how Ryko can help the profitability of your operation through managed services, please call 800/284-7956 or visit Ryko at www.ryko.com

Regular monthly preventive inspection or preventative maintenance service agreements can be the most effective methods for maintaining a successful operation. The standard scope of service agreements includes: • Scheduled equipment inspections • Comprehensive equipment lubrication programs • Chemical level checks • Verification of PCI compliance support • Operational reviews of payment processing systems • A general equipment performance assessment CONVENIENCE & CARWASH CANADA

by: Josh Hart

In Through the Out Door Why choosing the correct carwash door package and knowing the trends is important for your business Carwash doors are often looked at as an aftermarket purchase. Owners

spend

hundreds

of thousands of dollars on acquiring land, constructing buildings and buying the right wash equipment, but neglect the importance of the carwash door. The reality is that if your door is not functioning properly, your customer does not have access to your business.

32â&#x20AC;&#x192;

May | Juneâ&#x20AC;&#x192;2012

The newest trend is to eliminate the torsion springs and go to a strap counterweight system with stackable weights on the side of the door. This system is much safer than torsion springs, requires zero maintenance, and on average lasts two-to-three times the life of torsion springs.

34â&#x20AC;&#x192;

May | Juneâ&#x20AC;&#x192;2012

There are many factors to consider when deciding on the best type of carwash door for your business. You should be specific on your expectations and discuss these with your distributor to ensure the proper door package for your application. Although many different styles of doors have been used in car washes, the most popular are polycarbonate and aluminum doors.

New Technology in Doors Most of the newest carwash door technology hinges around corrosionresistant products. Polycarbonate doors have replaced the majority of the old steel doors during the last 10 years. Customers are looking for quality, product support, and warranty. Most of the washes today are corporations or individuals with multiple sites. With most washes lacking an on-site maintenance person, having quality products that require little or no maintenance is becoming more important There are many new options available on hardware packages for polycarbonate doors. One of the greatest advancements is in the counterbalance systems. It used to be that all

doors had torsion springs to balance the door. The problem with springs is that top-of-the- line galvanized steel springs are only good for 100,000 cycles and then likely to break. To extend their lifespan, itâ&#x20AC;&#x2122;s important to grease the springs, however, this usually leads to grease dripping down on the door and affecting its appearance. When the spring does break, it usually means replacing the entire shaft line because you are unable to get the drums and bearings off to access the damaged spring. The newest trend is to eliminate the torsion springs and go to a strap counterweight system with stackable weights on the side of the door. This system is much safer than torsion springs, requires zero maintenance, and on average lasts two-to-three times the life of torsion springs. Eventually the strap may break, but it is a low-cost replacement and does not require replacing the entire shaft line. Hardware for carwash doors has come a long way in recent times. It is important to research all of your options and know what you are buying. Although standard galvanized steel hardware may be fine for your detail bay, within a couple of years, it will be completely rusted in a carwash. For your carwash bay, make sure you look at options such as plastic or stainless steel items, including: hinges, shafts, bearings and bearing plates, as well as e-coat corrosion resistant drums,

YOU DO HAVE A CHOICE INDUSTRY UPDATE

What are car wash owners saying about the Washworld Razor?

use they have the “We bought the Razors mostly beca gy. latest technolo antage because The Virtual Attendant is a huge adv s. Our hine mac the t y-si bab to e you don’t hav them in our ing putt for customers have thanked us wash.” Greg Thompson Mass Avenue Car Wash ple and service are “The machine is awesome, the peo excellent piece of an is or second to NOBODY. The Raz equipment.” Scott Ford Soapy Sadies Car Wash

Is the choice between High Velocity and Razor going to be difﬁcult?

Maybe, but the good news is that we aren’t going to stop making one system only to re-introduce it later. You’ll always have a choice and that’s a good thing. Give Washtech a call and we can help you make the right choice. Exceptional service, premium parts, and world class carwash equipment.

It’s the Why the rave reviews for Razor? Razor h features that come standard wit that make the difference...

need to be on site •Virtual Attendant®– eliminates h to reset the was • Smooth radial arch motion & side application • FlexPass® system – One pass top ; increases arch ugh thro go can of anything that thru-put a clean treadle free • VS2® – Vehicle Sizing System, design mal front & rear • Triple pass technology for opti cleaning es need for tires & • Belt drive technology eliminat s inner tube www.washworldinc.com

close all the way, a direct drive opener will stop with the door and keep tension on the cables where a jackshaft opener will continue to turn the shaft even though the door did not go the full travel which can result in the cables coming off the drums. The key to choosing a successful door package is paying attention to the details and choosing the correct

options based on your specific application. Remember, the enter door is the first thing the customer sees before entering the wash and the exit door is the last thing they see before leaving the wash. The doors signify the entire facility. If the doors look good and run smooth the customer leaves with that impression of the entire wash experience.

the enter door is the first thing the customer sees before entering the wash and the exit door is the last thing they see before leaving the wash. rollers with stainless steel stems with plastic wheels, and all stainless steel bolts, nuts, and hinge screws. Another option not well known in the industry is plastic track. Plastic track offers you the corrosion resistance of stainless steel at a greatly reduced rate. Plastic hardware also offers the benefit of less ice buildup as plastic is not as great a conductor of cold as steel is.

Technology In Operators The introduction of the direct drive operators is another major improvement. The first openers used in the carwash market were electric jackshaft openers, but the problem as we all know now, is that these did not hold up in tough car wash conditions. This led to the introduction of the pneumatic jackshaft opener. This opener performs and lasts well in the carwash environment, but is still susceptible to problems with cables coming off the drums. The latest opener, the direct drive pneumatic opener, can withstand the elements of the car wash environment and is guaranteed not to allow the cables to come off the drums. Using a direct drive operator is also another key element in battling ice problems in cold weather areas. If ice builds up in the track, a direct drive operator (one that attaches directly to the door) is more powerful than a jackshaft style (one that turns the shaft to operate the door) and in most cases can push through the ice. Furthermore, in extreme scenarios where ice buildup does not allow the door to 36

May | June 2012

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뒷뜰에 개나리가 피고 목련이 아 름다운 빛깔을 숨긴채 따스한 봄 기운을 기다리고 있습니다.

UKCIA’s General Meeting To Be Held June 7-8, 2012 in Saint John NB The forsythias bloom in the backyard and magnolias are waiting for their beautiful colours 이곳 밴쿠버의 봄은 코앞에 다가와서 희망 to blossom. Spring is just around the corner, and lets us know that it is the season of hope. 찬 계절을 알려 주는군요 Although the beauty of spring makes us reflect 하지만 계절의 아름다움은 우리들의 시야 on the wonderful scenery, it seems that it does 및 환경은 훌륭하게 해주지만 경제활동에는 John Bok's Message not help with economic activities at all. Looking 아무 도움이 되질 못하는것 같습니다 각 지 at data displayed on various economic indicators, 표상에 나타나는 수치를 보느라면 지난해를 I confirm that the numbers have either gone down slightly or 대비하여 미미한 상승이나 같은 수치인것을 확인하면 작 stayed the same. Compared to 2011, the rate of inflation this 년대비 물가상승률에도 못미치는것 같습니다 또한 각 지 year will not be as high. I do not hear any good news from 역협회의 소식들을 접해보면 어느 한곳도 조은 소식이 없 any local chapters, and the world economy is still wandering 는 실정임에 아직도 세계의 경제는 암흑속을 헤메이는것 in the dark. 같습니다 Following the gloomy economic outlook, I heard about the 이러한 소식에이어 온주협회의 신임회장단 탄생은 회 newly-elected president and board members in Ontario. I 원 여러분의 기대를 그대로 반영된 것이라 생각됩니다 암 think your expectations were reflected honestly with the birth of a new president and executive members in this province. 울한 경제여건속에 힘겨루기 반목등으로 점철된 협회의 Power games and hostilities between members in a harsh 모습은 부끄럽기도하고 대내외적으로 설명하기 힘들었 economy had us feeling ashamed, and this was difficult to 을 것입니다 또한 BC 주 , 뉴브런스윅 주, 알버타의 캘거 explain to both members and the public. 리 에서도 신임회장단이 탄생했거나 준비중에 있습니다 Additionally, the British Columbia, New Brunswick, and Cal이제는 각 지구협회에서도 새로운 옷으로 바꿔입고 출발 gary, AB chapters either already had new executive members 하는 모든 협회의 신임회장단에 힘을 실어주어야 할때가 or are currently readying themselves for new executive mem왔습니다 힘들때 일수록 함께 일해야 합니다 지나간 일 bership. It is high time for each local chapter to support new 들은 깨끛히 잊어버리고 지금부터라도 다시 시작해야 합 executive members fully. We have to work together in hard 니다 과거를 들추고 험집내기등에 몰두하는 동안에 우리 times. We have wasted valuable time dredging up the past 는 지난 몇년을 허송세월로 보낸것입니다 총연도 이제 새 and hurting each other. It is time for the association to be 로운 모습과 새로운 인재들로 거듭날때가 오고 있음을 실 revitalized with new looks and new, talented men. The association’s regular general meeting and distributors’ 감합니다 new product presentations are scheduled for June 7-8, 2012 다가오는 6월 7-8 일에는 뉴 브런스윅의 세인트 죤 ( St. John , New Brunswick ) 에서 2012 년 총연합회 정 in Saint John, NB. (Please see the advertisement for details.) This coming event is the first meeting in history prepared by 기총회 및 공급사와의 신제품 설명회의가 진행될 예정입 active members and executive members in Eastern Canada. 니다 ( 상세내용은 광고참고요함 ) 특히 이번총회는 멀리 I ask that interested stakeholders, executive members and 동부캐나다에서 활동하고 계시는 회원분들과 회장단에서 directors in each and every chapter participate in the upcom준비하시는 역사상 처음으로 열리는 회의 입니다 관심있 ing general meeting. I assume that distributors will also ex는 회원분들 그리고 지역협회의 회장단 및 이사 여러분들 plain about expanding their marketing networks nationwide, 의 참여를 바랍니다 특히 이번회의에서는 공급사들의 영 restructuring their organizations, and so on. To cope with the 업망 전국확대및 조직개편등에 관하여 설명이 곁들여질 changes, I think each and every provincial chapter and the 것을 예상합니다 이에 대처하여 각 지역협회및 총연의 방 association have to correct their courses. I mentioned this idea several times in previous issues, and 향이 새로이 궤도를 수정해야 한다고 생각 합니다 repeat that an individual member with limited capital and ca여러번 회보에서도 언급 하였습니다만 회원 한사람의 pabilities cannot win over a gigantic chain store. I feel that it is 자본과 능력으론 거대한 체인회사의 힘에 싸워 이길수는 desirable for members in Western Canada to invest in a small 없습니다 이곳 서부의 회원들은 삼삼오오 투자하여 훌륭 group, change their type of businesses into great businesses or 한 사업들에 업종을 변경하여 투자또는 신규로 대형 프 plan new, big projects. The age of individually-operated stores 로젝트를 계획하고 있는것이 바람직하게 느껴집니다 나 is finished. Even major companies are making bigger invest홀로의 세월은 이미 지났습니다 대기업에도 매각및 합병 ments through mergers, acquisitions, and sales. The limitations 등으로 투자의 대형화가 대세입니다 경쟁력의 한계가 지 of being able to compete effectively are now obvious. 금 우리주변에 와있습니다 여러분들도 이제 변화를 위하 It is never too late for us to make efforts to change. We still 여 노력하십시요 절대로 늦은것이 아닙니다 아직도 우리 have a lot to do, and many business opportunities are waiting for us. Let’s unite, invest together to thrive. From now on, 주위에는 할일 그리고 많은 사업들이 기다리고 있습니다 서로 협동하여 함께 투자하고 공생하는 사회를 만들수 있 we should change ourselves instead of waiting for someone to change us. I applaud newly-elected provincial executive 습니다. members. Let’s help them with united power. I will see you all 이제부터 우리가 변화되기를 기다리지말고 스스로 변 in Saint John in early June. 화합시다 Thank you! 새로이 출발하는 지역협회의 회장단에게 박수를 보내며 John Bok, 힘을 모아 도와주시기 바랍니다 유월초 세인트 죤 에서 President, UKCIA of Canada 뵙겠습니다 감사합니다

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UKBA of Canada United Korean Commerce and Industry Association of Canada Date: Apr 12th, 2012

To: Our Valuable Business Partners Re: Invitation to Annual General Meeting of UKBA in 2012 We wish your company’s continual growth and prosperity and would like to convey our sincere gratitude to your unsparing support and cooperation with our local divisions and our organization for our members business. As you are well aware, UKBA of Canada has 6500 members across Canada with diverse businesses such as hotels, motels, gas stations, carwashes, liquor stores, grocery stores and convenience stores, etc. and that we organize an annual meeting with all our business partners every year. The purpose of this meeting is to improve the relationship and understanding between our organization and your company. All the presidents and directors of each regional division will be present at the meeting. The sessions will have 30 to 40 minutes of presentation on the launching of new goods and services, information of sales, promotions, etc. followed by 20 to 30 minutes of Q & A. The presentations will be from 2:00 to 5:30 pm on June 7th, 9:00 am to 12:30 pm on June 8th. The registration fee is $750.00 for each session. The final day, June 9th, of our event all participants are invited to join us for a round of golf. It’s a great pleasure doing business with you. Thank you very much for your support.

John Bok President of UKBA of Canada (UKCIA of Canada) Email: ukbaofcanada@yahoo.co.kr Tel: (780) 918-5272 Fax: (514) 326-1134

We would like to invite you and your company to participate in the United Korean Commerce and Industry Association of Canada’s annual national meetings. Come join us for two days of meetings where we discuss new products and working together to expand our businesses. Date: Place:

June 7th & 8th Best Western Plus Saint John Hotel & Suites 55 Major Brook Drive, Saint John, NB E2J 0B2 1-(506) 657-9966 ‎ Airport: (YSJ) Saint-John, New Brunswick ) Contact: John H. Bok, President of UKBA of Canada (780) 918-5272

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손님들이 나쁜 습관을 줄이기를 고려할 때 또는 간접흡연 없 이 때때로 한 번 담배를 피울 때, 전자 담배는 전통적인 흡연 에 대한 대안으로서의 장점을 광고한다. 외관, 촉감, 맛, 그리 고 들이마신 담배 연기에서 화학약품을 뺀 물질의 느낌 모두 를 갖추고, 이러한 제품들이 캐나다 편의점에 진출하고 있다. “이 새로운 종류의 제품은 지난 해에 대단한 성장을 했 다. 그리고Smoke NV사의 성장의 대부분은 편의점 부문에 서 바로 이루어졌다,”라고 Smoke NV Inc 사의 전무이사인 Shanu Mohamedali씨는 말한다. “편의점 시장은 가격이 알 맞은, 건강에 좋은 제품의 충동구매를 할 준비가 된 새로운 고객들의 주의를 끌면서 또한 단골손님들이 쉽게 그들이 원 하는Smoke NV 제품을 찾는 것을 허용하므로 우리 제품에 이상적이다.” Smoke NV사는 현재 소매점에 (인기있는 품목의 순서로) 캐나다, 멘톨, 복숭아, 커피, 사과, 초콜렛 그리고 미국의 맛 을 포함하는 7개의 다른 맛으로 제공되는 교체할 수 있는 카트리지 (끼우는 용기), 일회용 전자 흡입기 (Disposable Electronic Vaporizers) (캐나다 및 멘톨 맛 모두를 이용 가

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해서 워시월드사의 레이저 시스템에 대 요? 세차장 오너들은 무엇이라고 할까

기술이라서 구매했습니 “우리는 레이저 시스템이 가장 최신 다. nt)은 기계를 직접 옆에서 계 원격관리 시스템(Virtual Attenda 속 장점입니다. 고객들도 이 시 지켜보지 않아도 되기 때문에 큰 스템을 하고 있습니다.” 설치한 것에 대해 저희한테 고마워 매스 애비뉴 세차장의 그렉 톰슨씨 서비스도 최고입니다. “그 기계는 정말 대단해요. 직원들과 레이저 시스템은

초고속 세차 시스템과 레이저 초정밀 세차 시스템중 선택하시기가 어려우시다고요? 그러실지도 모르지만 한가지 좋은 소식은 저희는 나중에 다시 도입하려고 하면서 현재의 세차 시스템 공급을 중단하지는 않겠습니다. 귀하께서 항상 선택권을 가지신다는 것은 좋은 일입니다. 워시테크에 전화 주시면 귀하의 올바른 선택을 도와 드리겠습니다.

Is the choice between High Velocity and Razor going to be difﬁcult?

스 세차장의 스코트 포드씨 정말 뛰어난 설비예요.” 소피 새디

호평을 레이저 시스템에 대해서 왜 이렇게 할까요? 그것은 레이저 시스템을 이기 돋보이게 하는 이러한 특징들이 표준 때문입니다.

ant®)- 세차 • 원격관리시스템(Virtual Attend 설비조정을 위한 현장 입회 불필요 • 부드러운 원형 아치 세차 동작 를 통해 일회 • FlexPass® system – 아치형 설비 통과로 상부와 측면 동시 세차 시스템으로 차량 • VS2®–차량 사이즈 자동 측정 위치 조정 불필요 로 완벽 세차 • 차량 앞과 뒷면은 3회 왕복 기술 움직임 불필요 • 벨트 구동 기술 적용으로 차량

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체의 내용물을 다시 채우는 것), 주요 어댑터 및 휴대용 케이 스를 특징으로 한다. Xplorer제품은 하나의 리튬 이온 배터 리, 두 개의 리필, USB, 휴대용 케이스로 구성된 본질은 동일 한 제품이다. “우리 제품의 독특한 점은 다른 회사들이 사용하는 표준 ’ 가열막대’를 사용하지 않는다는 점이다,”라고 Jasper and Jasper Canada Inc사의 George Muzaic씨는 말한다. “우 리제품은 과열이 없으며 일정하게 수증기를 생산하는, 정밀 한, 가열을 위한 나노 소재를 사용한다. 또한, 유럽에서 재설 계된 끝이 부드러운 휴대용제품을 제공하는 유일한 회사이 다. 모든 다른 회사는 딱딱한 금속의 포장재를 사용한다. 자 체 연구와 개발을 통하여 우리가 사용하는 재료는 소비자에 게 기존의 담배 제품에 대한 현실적인 대체상품을 제공하며, 제품의 무게를 줄였으며, 입술에 닿았을 때 부드러운 느낌을 주며, 흡입할 때마다 일정하게 수증기를 제공한다.” “전자 담배를 취급하는 소매업체에게 여러가지 장점이 있 다. 가장 중요하게는, 전자담배의 수요가 많으며,소매점이 전 자담배를 제공하지 않으면, 큰 기회를 놓치게 되는 것이다. 그 결과 심지어는 다른 상품의 판매의 기회도 놓치게 되는 것 이다,” 라고 HDSmoke사의 Andreas Voulis씨는 설명한다. “두번째로, 이 제품들은 일반적으로 엄청난 수익을 제공하 며 교체하는 카토마이저 (카트리지와 아토마이저의 합성어, 리필-다시 채우는 것)에 의해 추가판매를 할 수 있다. 전자 담배는 판매제품 중 필수품목이다.” 그는 8개의 맛과 2개의 색상으로 이용가능한 회사의 다양 한 초보사용자를 위한 도구인 교체가능한 카토마이저를 가리 킨다. 재충전가능한 배터리와 다양한 색상의 휴대용 케이스 를 사용하여 손님들은 HDsmoke를 스스로 원하는 대로 바꾸 고 필요에 맞출 수 있다.

전자 담배는 블랙 마켓 아닌 전시판매 가능 솔직하게 전자담배가 담배 제품은 아니지만, 소매업체들 은 여전히 그 제품의 판매를 막는 법령에 대해 여전히 걱 정한다. “전자 담배는 담배 제품으로 고려되지 않으며 담배법 에 의해 구속되지 않는다,” 라고Voulis씨는 설명한다. “ 그러나, 담배 제품과 유사하게, 우리는 모든 우리 소매업 체, 판매업체 및 배급업체에 이러한 제품의 판매는 합법적 으로 담배를 피울 수 있는 나이에 해당하는 자들에게 국한 한다고 조언한다.” “이 문제에 대한 적절한 지식이 결여되어, 우리는 기술 에 관해 우려를 표명하는 개별적인 검사관들이 있다,” 라 고 Mohamedali씨는 덧붙인다. “Smoke NV사는 항상 교육을 통해 이러한 상황에 대응해 왔고, 공무원들이 시장 의 존재를 예상하고 일련의 기준 확립하는 것뿐 아니라 우 리 제품 및 의도에 관한 허위 정보를 줄이기 위하여 정부 의 다양한 직급의 사람들과 긴밀하게 작업해 왔다. 우리는 때때로 캐나다 보건성(Health Canada)가 ‘전자 담배’ 에 관해 공표한 마지막 입장에 대한 우려를 듣는다. 그러 나 이 정부의 입장은 니코틴을 함유한 제품에만 적용된다. Smoke NV사는 전적으로 이 입장을 지지하며, 캐나다보 건성(Health Canada)이 어떤 형태로든 곧 업계의 법규를 준비하기를 기대한다.” 전자 담배는 담배 제품으로 고려되지 않으므로, 편의점 에 공공연하게 진열할 수 있으며 문을 달고 제품을 가리면 서 숨겨놓을 필요가 없다

자신있게 권해 드립니다. 연료 펌프에서 EMV 칩과 최선의 투자로 찬란한 미래를사용하는 비밀번호를 최선의 투자로 찬란한 미래를 카드 결제 가능

FlexPay 결제 시스템은 귀하가 어디에서든지 지불할 수 있게 해주며, 앞으로 EMV 칩과 비밀번호 사용 결제도 가능합니다.

VANCOUVER I NANAIMO I EDMONTON I CALGARY I SASKATOON I REGINA I WINNIPEG I MISSISSAUGA I OTTAWA I MONTREAL I MONCTON I DARTMOUTH I ST.JOHN’S 778.588.7635 250.264.6543 780.466.2171 403.735.1103 306.665.0223 306.721.1030 204.633.8569 905.670.8863 613.224.0685 514.355.2366 506.861.1010 Convenience and Carwash June 2010 EMV NEE_Korean.indd 1

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CONVENIENCE & CARWASH CANADA

준비된 실행

편의점 소매업자들이 담배 판매같은 전통적인 시장이 작아지는 것을 보면서 경쟁이 심해지는 비즈니스 현장에서 조리된 음식 프로그램같은 품목으로 경쟁력의 우위를 차지하기 위해 관심 을 두고 있다. 변화의 시대이다.분명히, 캐나다의 편의점은 15년동안 고 수해온 전통적인 제품을 모아놓은 것은 오늘날의 손님들의 관심을 덜 끈다는 것을 알고 있다. 세상의 발전 속도가 빠를 수록, 편의점은 현대의 시간의 압박의 어려움을 충족시키는 것을 돕는 데에서 기회를 찾는다. 이 점에서 조리된 음식을 판매하게 되었다. 매일 천만명의 캐나다인이 편의점의 문을 걸어 들어온다. 이는 천만명의 수 요를 반영하고 현재 손으로 만든 샌드위치, 버거, 수우프, 그 리고 심지어 파타이를 포함하는 제품과 서비스에 있어서 긍 정적인 변화를 시도하기 위하여 천만 개의 기회가 있다는 것 이다. 담배 판매가 감소하므로 운영자들은 음식서비스를 제 공하여, 편의점을 신문이나Players Lights담배 한 갑을 사 는 것 이상의, 동네에서 신속한 서비스를 제공하는 상점으로 만들었다. 조리된 음식에 관련하여, 소비자들이 편의점에서 가장 흔 히 선택하는 것은 (인기 품목부터) 델리 미트 샌드위치, 치킨 요리, 버거, 핫도그, 아침식사용 샌드위치, 프렌치 프라이, 그 리고 피자이다 (NPD Group의 CREST 서비스). 간단히 구 입할 수 있는 (스낵) 품목은 소비자들에게 가장 인기가 있는 품목이며, 조리된 음식 품목중 일등상품인, 델리 미트 샌드위 치보다 훨씬 많이 판매된다. “편의점 운영자를 위한 관건은 이미 패스트 푸드(QSR) 운영자들이 이미 서비스를 제공하는 부문에서 경쟁할 수 있 는 지 여부와 소비자들에게 경쟁력있는 품질로 제품을 제 공할 수 있는 가이다,”라고 NPD Group의 산업 전문가인 Joel Gregoire씨는 언급한다. “또한, 이익을 유지하면서 요구되는 필요한 운영상 조정을 할 수 있는가? 아마도 더 중 요하게는, 편의점에서 소비자의 행동이 전통적인 스낵을 사 는 데 맞추어져 있는 상황에서 편의점경영자들이 소비자들에 게 조리된 음식을 선택할 수 있음을 알리는 홍보 전략에 기꺼 이 투자할 의사가 있는가”? 냉동된 조리된 음식을 특히 볼 때 방송되는 시간이 중요하 다라고 Gregoire씨는 말하며 거의 모든 부문과 업소에서의 음식 및 음료 소비를 추적하는NPD Group의 국내 음식산업 의 추세에 대한 서비스를 지적한다. “18-34세의 젊은 성인 들은 간편함때문에, 그리고 ‘끊임없이 바쁠’ 가능성이 있 으므로 점심식사로 전자렌지로 데우는 냉동음식을 먹을 가능

May | June 2012

밀크쉐이크와 더 많은 제품

귀하의 업소를 위해 더 많은 제품을 갖추었습니다.

다양한 맛 더 큰 매출 더 많은 진열방법

11%

슬러시는 단지 기회의 만 차지합니다.

밀크쉐이크, 스무디 및 프로즌 커피는 남은 혼합 프로즌음료시장의

89%를 차지할 것입니다.

더 많은 진열방법 더 많은 재미

2010년CREST 데이타 (추정: 평균 밀크쉐이크 가격, $2.50 평균 스무디 가격, $3.75; 평균 프로즌 커피 가격, $3.50, 평균 슬러시 가격, $1.00

ACS N 년 2011서 최고의로 에 품 2위 ! 신제 되었음 선정

성이 더 높다 (예를 들면 직장에서). 65세 이상의 소비자들 은 주로 저녁으로 먹는데 바빠서 먹기보다는 이 나이대의 소 비자들은 준비를 거의 하지 않아도 되는,(치우는 것도 거의 없 음) 집에서 먹는 저녁으로서의 해결책이라는 것이다.이 부문 은 독신자에게 완벽하다. 대낮에 젊은 소비자를 위한, 바쁠 때 먹는 해결책으로 냉동조리음식을 특정한 위치에 배치하는 것 은 편의점 부문에서 판매하는 것이 더 적합한 것으로 입증될 수도 있다. 이를 염두에 두고, 만약 편의점 내에서 먹을 수 있 도록 냉동 음식을 제공한다면, 음식을 데워서 먹는 것을 돕는 편리한 환경을 고려해야 한다.” 이 편리한 환경은 많은 응용의 결과이다.예를 들면, 약국 체 인점들이 편의점 부문으로 더 많이 이동하면서, 편의점들은 정면으로 경쟁에 대항하기 위해 식료품, 냉동음식을 덜 제공 하고 뜨거운 음식과 스낵을 더 많이 제공한다. “경쟁이 증가하면서 편의점들은 늦은 밤 우유 한 통구입 하는 것 이상의 장소로 변화해야 한다,”라고 국내 편의점 부 문에 주요 배급업체이며 업소에 서비스를 제공하는 주요업체 인Core-Mark 사의 캐나다 마케팅담당 법인 이사인 Chuck Arcand씨는 말한다. Arcand씨는 Core-Mark사가 편의점의 음식서비스의 빈틈 을 채우는 제품을 제공한다고 보고한다. 예를 들면, 업소내 또 는 사무실에서 데울 수 있는Richmond Valley 냉동요리와 한 쪽 또는 파이 전체를 뜨거운 채 판매하거나 , 또는 집에 가서 구워 먹을 수 있는 냉장된 제품을 판매하는 피자 프로그램을 제공한다. “이 피자는 학교에서 가까운 업소에 적합하다,” 라고 그는 말한다. Core-Mark사는 또한Campbell’사의 수 우프 프로그램을 제공하는 데 끓는 물을 부어 완성하거나 새 로운George Pepper 수우프품목이 있다. 아침용 버리토와 다 른 품목, 시중의 어느 제품과도 동등한 수준의 냉동 제품 (6개 의 다양한 도너츠)을 포함하는 빵,페이스트리 모은 제품을 제 공하는 회전하는 그릴이 또한 있다. 추가로 Core Mark사는 신선한15-에서-20개의 다양한 종류 및 특정업소 분위기상 변경된 (CO2)선택가능 한 것을 특징으로 하는 샌드위치 프로 그램을 제공한다 “Core-Mark사는 업소내 이익의 중심점을 만들고 간접비 를 줄이는 것을 돕는 데 있어서 진정한 협력자이다. 우리 회사 의 긴밀한 지원때문에 많은 재고를 보유할 필요성을 또한 줄 일 수 있다.” 분명히 냉장이나 음식의 완성이나 선반의 위치 같은 제품상 의 감독이 필요한 음식 프로그램을 제공할 때 긴밀한 지원은 중요하다. 이 부문에서 CoreMark 사와 캐나다 전역에 200 대 이상의 차량으로 서비스를 제공하는, 업소에 직접 공급하 는 선두업체인 National DSD Group 와 같은 다른 회사가 활 동하기 시작했다. “우리 회사의 직원들을 업소의 운영 내내 샌드위치와 다른 스낵 부분을 서비스하기 위하여 정기적으로 업소 내에 배치 한다,”라고National DSD사의Henry Arsenault씨는 말하며 회사가 이동하는 차량 내의 스낵음식의 창고같은 것을 만드는 속성을 가진, 다양한 온도를 가진 트럭을 제공한다고 보고한 다. 그것은 또한 소비자의 수요에 있어서 중요한 요소인 꾸준 한 재고보충을 의미한다. “편의점 고객들이 특정한 스낵/샌 드위치를 찾으러 업소에 들어올 때, 손에 그 원하는 제품을 쥐 어주는 것이 중요하다. 이는 고객이 다시 업소에 돌아오게 유 지하는 편리함을 나타낸다,”라고 그는 말한다. 커피와 신선한 샌드위치에 있어서, MTY Group사는 업

May | June 2012

계에서 제공할 제품이 많다. 작년에 그 그룹은MR. SUB와 Country Style 상표를 구입했는데 편의점 운영자들이 손님 들에게 두 상표를 제공할 수 있는 것을 보게되는 프로그램을 지금 시작했다. MTY 사의 빠른 서비스과의 새로운 비즈니스 개발담당 부 사장인 Karen Weldman씨에 따르면, Country Style 및 MR.SUB Express 프로그램의 시작은 음식서비스를 시작 하기를 기대하는 편의점과 주유소에 새로운 해결책을 대표 한다. “Mr. Sub은 1958년에 캐나다에서 설립되었고 유 명하며 매우 존경을 받는 상표이다. Country Style도 마찬 가지이다. 두 상표 모두는 음식서비스업체중에서 두 상표 를 가치가 높고 품질이 좋은 업체로 보는 소비자들에게 신 나는 대안을 제공한다,”라고 그녀는 말한다. 그녀는 편의점 이Country Style 프리미엄 커피 프로그램과 금방 만들어진 Mr. SUB샌드위치를 제공하는 것으로 구성되는 하루종일 편 의점의 일부분에서 음식을 제공하는 비즈니스공간을 만들 기 위해서 단지480의 제곱 피트와 약$150,000의 투자금이 필요하다고 언급한다. “편의점 소매업이 진화하고 있다,”라고 그녀는 말한다. “업소들은 현재 그 어느 때보다 더욱 손님의 요구에 부응 하며 서비스에 중점을 둔다. 음식을 제공하는 것은 캐나다의 편의점의 현대적인 특징이다. 조리된 음식 제품이 가져다 주 는 경쟁력의 우위를 갖추지 않으면, 업소들은 경쟁하기가 훨 씬 힘든 것을 알게 된다,”라고 그녀는 말한다. 실제로, 옛날에 질문은 – ‘우유 마셨어요(Got milk?)였 다’ 오늘날, 비즈니스의 복잡성과 고객들의 요구로 편의점 운영자들은 A&W 에서 Chester Fried Chicken 과 같은 상 표와 협력한다. 이제, 빵 하나와 아침에 먹을 시리얼 한 상자 를 구입하기 위해 들어오는 손님에게 하는 질문이– ‘프렌 치 프라이도 함께 구입하시겠습니까?가 될 수도 있다’

Ad Index AirLift Doors....................................................................................... 31 BIC ...................................................................................................... 24 Blendco.............................................................................................. 36 Canadian Trade House...................................................................16 Core-Mark ..................................................................................14, 19 Direct Cash ....................................................................................OBC ACCESS CASH/EZEE ATM............................................................IFC F'Real .................................................................................................. 45 Gourmet Chips .............................................................................. IBC HD Smoke ............................................................................. 5, 8, 40 Interac Association ......................................................................... 22 Jasper & Jasper ................................................................................10 MI Petro .....................................................................................33, 38 National DSD ....................................................................................12 National Energy .......................................................................22, 43 Oasis .................................................................................................. 29 Petroleum Equipment Institute.................................................. 26 Pumps & Pressure ......................................................................... 27 RYKO .................................................................................................. 28 Tanknology ....................................................................................... 30 Wash-Tech .................................................................................34, 42 WPMA................................................................................................. 25