Convenience and Carwash May/June 2020 by edge advertising

MAY | JUNE 2020

ELECTRIC MOBILITY REVOLUTION PAGE 21

INDUSTRY COVID-19 UPDATE PAGE 7 FORECOURT INSIGHT: HANGING HARDWARE PAGE 58 C-STORE TRENDS: WORKING THROUGH A CRISIS PAGE 31 RESTROOMS: MORE IMPORTANT THAN EVER PAGE 34 KNOW YOUR CUSTOMERS: STUDENTS TO SENIORS PAGE 28 PET WASHES: UNTAPPED POTENTIAL PAGE 55

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INDUSTRY LEADING: • Touchless products • Packaging • Car Wash Equipment • Chemical Monitoring • Service

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Cover Story

Industry News

Instore and Nutrition

Publisher’s Message We are Essential

Down on Your Corner Sharing Your News

Electric Mobility EV Charge Stations

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Editor’s Message Stay Strong

Carwash Chemicals Advancements in Chemistry

Carwash Dryers Move Air to Make Profit

Pet Washes Untapped Profit Potential

Industry Update COVID-19

Blueprint to Foodservice Salads

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C-Store Trends Working Through a Crisis

Know Your Customers Students to Seniors

Automation New Era for C-Stores

Restrooms More Important Than Ever

Human Trafficking Hiding in Plain Sight

Healthier Snacks Consumer Interest Continues

Greeting Cards Resurgence Underway

Reopening Your Business Who to Bring Back

What’s New

Forecourt Insight Hanging Hardware

Upcoming Events July 23, 2020 OCSA Charity Golf August 31 – September 4, 2020 Convenience Industry Council of Canada National Convenience Week www.convenienceindustry.ca Sept 29 – Oct 1, 2020 CICC Omni King Edward Hotel

September 24, 2020 (Moved from June 18th) Maritime Golf Fox Creek Golf Club, Dieppe, NB September 15, 2020 NL Golf Clovelly Golf Course, St. John’s, NL October 12 – 14, 2020 NACS/PEI tradeshow Las Vegas Convention Center www.nacsshow.org

October 20, 2020 Retail Convenience Awards Halifax, NS October 20 – 21, 2020 Atlantic Convenience Expo Halifax Convention Centre www.theaceshow.ca

June 22– 24, 2020 Women in Carwash™ Conference Niagara Falls, Ontario www.womenincarwash.com Brenda Johnstone 204-489-4215 Andrew Klukas 778-772-3057

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Publisher’s Message

WE ARE ESSENTIAL! Remember That. We are essential! A few years ago when I had my interview with both Canadian and U.S. border services to obtain my NEXUS card, I brought along two copies of Convenience & Carwash Canada magazine because I knew I’d be looked upon with doubt when asked why I travelled to the U.S. as often as I did. Yup, scepticism for sure. I told both agents that I owned and published Convenience & Carwash Canada magazine and that I travelled for trade events. They said: “What? There’s a trade show for convenience stores? There’s a tradeshow for carwashes?” I handed over a copy to each agent who started leafing through while the words, “wow” and “who knew” escaped their lips. Well, fast forward a number of years and, yup, our industries have now been confirmed as essential, not only here in Canada but as you’ll read in both our South of the Border and the What’s Up Down Under editorials, around the world. Now that we have been deemed essential, there are new pressures and expectations. Are you ready? Are you setup to provide the best service, the cleanest experience that will leave your customers knowing that you have their backs? There are differing opinions though, do people really need to buy snacks or lottery tickets? Retailers across the country are contributing as they feel is necessary, whether this be gas only, limited number of customers in the stores at a time, no foodservice, limited foodservice, carwash, no carwash. This edition we offer you more great editorials offering a new way of looking at, not only your business, but the world around you. You know that bathrooms matter, right? Now, more than ever, it is imperative that your bathroom shines and provides customers with confidence. As a woman, believe me, if your bathroom is not up to standards, I won’t be back. With the new norm that we’ve all been plunged into; this is critical if you hope to maintain and grow your customer base. We asked retailers across Canada what they were doing within their communities to help customers not only feel safe, but stay safe, continuing, in some cases, full service and in some instances, limited offerings. But, in all cases a commitment to be there to support communities. Some have setup girl guide cookie displays to help sell cookies while others are offering free coffee, snacks or foodservice meals to their local first-responders. Healthier Snacks: During our days of shut-in, how are you dealing with your snack cravings? Well, you are not alone: we’re all probably eating more than

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we normally would. Me, personally I’m cooking more, baking more and my bread-making skills, cinnamon buns and other delights are reminiscent to when I cooked for a living. Your stores might consider increasing the number of healthy snack sku’s available to thwart the potential bad habits we’re all at risk of developing. There are many small businesses across Canada that manufacture some outstanding healthy snacks, GORP Energy Bar, manufactured right here in Manitoba, is a great example. Three Farmer’s based in Saskatchewan, The Great Canadian Meat Co and Berbician Royal Foods, both based in the Toronto area, to name a few, are small companies that would sure appreciate our support during these times. Have you had to lay-off any of your employees? When considering when to re-hire, this is a great time to consider whether to bring everyone back. Spend some time reviewing everyone, do they and will they add value to your organization and your team? If your answer is no, then perhaps this is a great time to make some changes and reassess where your company is going and how and who will help you get there. To the entire convenience, retail petroleum and carwash operators across Canada, we thank you and wish you continued success and prosperity. Remember, we are all customers and the support of our local stores and small businesses might mean the difference between staying in business or not. No matter where you live, whether you are a family owned convenience store, gas station or carwash, or part of a national chain, these past few months are, and have been, some of the most stressful and trying times of our lives and we, at Convenience & Carwash Canada magazine wish you all the very best and look forward to our continued successes for, as always, your business is our business and our open door policy remains not only intact, but stronger than ever. I thank you for your continued support and hope that you enjoy the wide array of articles and topics we bring to you. Until next time, stay safe, be kind and wash your hands.

Warmly,

Brenda Jane Johnstone Publisher

Editor’s Message

How exciting it was to bring in a new decade along with a new year – 2020! Little did we know as we watched fireworks and cheered at midnight as December 31, 2019 became January 1, 2020 that the world we knew would be drastically changed only a few months later. I am not sure what to say in my message for this issue. Facing a situation that we have never experienced before in our lifetime as serious as a worldwide pandemic tends to leave me speechless. Not that this is necessarily the case for everyone. Just a quick visit to social media gives more opinion-based content than I honestly care to receive, especially now, and especially when comments are just opinions with no facts or data to back them up. I am not going to pretend to say that I understand how each person reading this is feeling right now, or what you are personally going through, because, although we will share similar emotions and experiences with others, we are also individuals with our own viewpoints and life stories. When it comes to convenience stores – some are closed during this COVID-19 crisis while others are open – it is nothing like business as usual (and it may never be again) for those who struggle with the “new normal.” Keep reading through this issue. There is informative and helpful content in here that has been written specifically for this industry. Thank you to everyone who is going out to work an essential service during this time. I also applaud everyone whose work has been deemed to be non-essential and is following the new rules; staying at home, selfisolating as required. Some mornings I still wake up and ask myself if this is really happening. The answer, sadly, is yes. The challenge lies in trying to make something positive out of a very dark time. It is interesting to see the entire world fighting a common enemy in COVID-19. Maybe, just maybe, this time of reflection and solitude, fear and anxiety, shock and awe, will result in some good things eventually when we come out the other side of it. We have some time now to think about what those things might be and whether we can contribute to a better future world. I wish for you and your loved ones a happy, healthy and successful future. For right now, if you are an essential worker I will pray for your safety as you bravely face the dawn of each day. And, if you are not an essential worker, I pray that you will stay home as much as possible, wash your hands a lot, and keep the faith. Stay strong and see you, when the time is right, and we emerge from isolation.

SALES Cody Johnstone Vice President, Sales 416-838-4674 codyj@convenienceandcarwash.com Brenda Jane Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Diana Signorile National Sales Media Solutions 403-607-8133 diana@convenienceandcarwash.com MANAGING EDITOR Angela Altass editor@convenienceandcarwash.com DIGITAL/SOCIAL MEDIA Cody Johnstone codyj@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Production CONTRIBUTING WRITERS Angela Altass Meline Beach Suzanne Goldberg Carter Hammett Ed Kammerer Chris Ketchum Mel Kleiman Jeff Lenard Drew Mize Jeff Rogut Sean Sportunt CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

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Industry Update From Around the World CICC / CONVENIENCE INDUSTRY COUNCIL OF CANADA

Convenient in Good Times... Essential in Tough Times

The convenience industry always comes through in a crisis, and COVID-19 is the gravest crisis our country has faced in generations. Throughout it, the convenience industry channel has risen to the challenges and obstacles faced in operating through a global pandemic and has continued providing for our communities. Just as our members work hard each day for their customers, staff and communities, the Convenience Industry Council of Canada (CICC) is here working on behalf of its members. From the outset, CICC’s primary focus has been to advocate with provincial governments that convenience stores and gas stations be deemed essential services. These efforts paid off. From coast to coast, our stores are listed as essential businesses allowing them to remain open. Moreover, the essential services designation extends to the entire supply chain: retailers, distributors, and vendors. Though we have succeeded in gaining this designation for our channel, CICC continues to reinforce to governments the importance of the convenience industry. The council has recently launched a targeted social media campaign with the goal of reinforcing to politicians how the industry has stepped up during the COVID-19 crisis and is committed to providing for its communities. In This Together

To help navigate the constantly-changing situation and the resulting issues it causes, CICC has put in place a COVID-19 working group that is focused on sharing experiences and best practices. Anne Kothawala, president and CEO of the

CICC said: “As this very challenging situation evolves, we are learning from each other to quickly adapt and put preventative measures in place that will ensure reliable and safe customer service.” Continuing to Advocate

Further to ensuring our stores are on the list of essential services, the CICC has been advocating with all levels of government to ensure our industry receives financial support through programs, as well as pushing for a pause on all industry regulations during this fiscally challenging time. We have already seen success with the federal government pausing all nonessential regulations and with Ontario delaying implementation of new vaping regulations that directly impact our channel. At a federal level, CICC advocated for flexibility in income support programs. The government responded to industries needs and implemented changes to wage subsidy legislation C-14, which now states that businesses that have suffered a 15 per cent decline in revenues in March (rather than the initial 30 per cent) are eligible for support as well. Kothawala said: “this is a significant change, as many of our members’ stores only started to see declines in the latter half of March, after business closures were announced mid-month.” In Atlantic Canada, gas retailers are feeling the effects of the regulated selling price of motor fuel that has rapidly decreased as a result of the pandemic and the global oil price war between Russia and Saudi Arabia. As Kothawala explains: “Atlantic gas retailers are caught with inventory purchased at a price much higher than what they could sell it for. The situation was made 7 / M AY J U N E I S S U E

worse with pump traffic declining as much as 50 per cent due to work-from-home and stay-at-home public health directives. It is estimated that Atlantic convenience gas stations were losing upwards of $14 and more on every fill up until they could clear their inventory and the losses average thousands of dollars. These are real losses because there is no deferred demand that can be made up down the road.” CICC has collaborated with the Canadian Independent Petroleum Marketers Association and the Atlantic Convenience Store Association to request a financial program from provincial governments that would enable retailers to partially recover retail gasoline losses in March. National Convenience Industry Summit: In light of the evolving COVID-19 situation, CICC is evaluating different options to bring together industry executives for networking and learning. CICC will provide clarity and details in the coming weeks. OCSA / ONTARIO CONVENIENCE STORES ASSOCIATION

Government Provides Commercial Rent Relief Program Details

Prime Minister Trudeau recently provided details on the Emergency Commercial Rent Assistance program to provide 75 per cent rent support to small businesses unable to pay their rents because of COVID-19. The program will be delivered through forgivable loans to landlords. Developing the program required the government to negotiate with all provinces and territories in Canada as the responsibility for commercial rent agreements is provincial jurisdiction.

Details include:

• Eligible businesses are those paying less than $50,000 per month in rent and who have temporarily ceased operations or have experienced at least a 70 per cent drop in pre-COVID-19 revenues. • This support will also be available to non-profit and charitable organizations. • Forgivable loans will be offered to qualifying commercial property owners to cover 50 per cent of monthly rent payments that are payable by eligible small business tenants in April, May, and June. • The loans will be forgiven if the mortgaged property owner agrees to reduce the eligible small business tenants’ rent by at least 75 per cent for the three corresponding months under a rent forgiveness agreement, which will include a term not to evict the tenant while the agreement is in place. The program will be available to commercial property owners in mid-May and will be retroactive. • The small business tenant would cover the remainder, up to 25 per cent of the rent. Prime Minister Trudeau said there is more to come for businesses with larger rents. The Prime Minister and the provinces will meet to further discuss the gradual reopening of the Canadian economy. As we source additional details we will continue to update. Dave Bryans, Chief Executive Officer (CEO) Ontario Convenience Stores Association (OCSA) 905 845 9152 www.ontariocstores.ca www.we-expect-id.com

Convenient

IN GOOD TIMES.

Essential

IN TOUGH TIMES.

Just as convenience stores continue to serve Canadians through this crisis, CICC continues to support them. We’re in this together. For more about our COVID-19 response, go to: convenienceindustry.ca 8 / M AY J U N E I S S U E SPARK-CICC-CCWC-PRINT_AD-8.125-5.25-2020-EN3.indd 1

2020-04-24 1:35 PM

ACSA / Atlantic Convenience Stores Association

ACSA Advocates for Subsidies on Gasoline Sales Losses

The double whammy in March of rapid reductions in regulated gasoline selling prices and big declines in pump traffic cost retailers a lot of money until older inventory could be cleared. The Atlantic Convenience Stores Association (ACSA) notes that these losses can’t be made up through pent up or deferred demand, so the association, in collaboration with the Convenience Industry Council of Canada and CIPMA, is advocating with the Atlantic provinces for subsidies to offset these losses. “We’ve made submissions to each provincial government and proposed some subsidy options,” says Mike Hammoud, president of the ACSA. “The best option is likely a situation where retailers would retain some portion of a province’s gas tax on a temporary basis until the March losses are recovered.” Hammoud says that Nova Scotia’s Utility and Review Board has always had a process where individual retailers can apply for a temporary margin adjustment to recover losses under certain economic conditions, but it’s not geared to an industry of some 400 retailers each making an application. “We’re proposing an industry-wide solution that is easy to implement and monitor,” says Hammoud. The ACSA is in the process of setting up virtual meetings with key government officials in each province to follow-up on the submissions. ACSA has built a new website https://www.theacsa.ca/covid19/and has added a special COVID-19 members information portal for: • One click access to federal and provincial assistance programs and applications

• A series of free small business information videos on advice for retail operations in COVID19 from businessman Marc Gordon • Other useful tips, suggestions, and information to help convenience members during these uncertain times. Here is ACSA’s calendar of events for 2020: • Maritime Golf: September 24th (Moved from June 18th) – Fox Creek Golf Club, Dieppe, NB • NL Golf: September 15th – Clovelly Golf Course, St. John’s, NL • Atlantic Convenience Expo: October 20-21st, Halifax, NS • Retail Convenience Awards: October 20th, Halifax, NS • All events are subject to change due to COVID-19. NACS / ADVANCING CONVENIENCE & FUEL RETAILING By Jeff Lenard

The COVID-19 Pandemic Creates a New Normal in United States

Retailers pivot to offer more take-home items but also continue to do what they do best: serve communities. It’s hard to describe the current convenience retailing landscape without mentioning two terms: “pivot,” which refers to how retailers are addressing new trends around products in stores and “new normal,” which references how retailers are operating and providing convenience with enhanced safety precautions. But another word, which has long been associated with convenience retailers, also needs to be mentioned: “community.” The line that NACS 2017 Chairman Rahim Budhwani said at that year’s NACS Show rings more true than it did three years ago, “C-store doesn’t just stand for convenience store. It also stands for community store.”

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C-Stores Are Essential Businesses

45 per cent removed customer access to self-serve foodservice Convenience stores in the United States conduct 165 million such as coffee, fountain drinks, bakery items and roller grill. transactions per day, which represents about half of the total It is important to note that these percentages reflect retailers population, and sell 80 per cent of the fuel purchased in the who have made changes; many operators do not have dining country. And, they are in every community, especially highly areas, for instance. rural areas that depend upon these stores for basic needs like Whether foodservice or packaged snacks, convenience bread, milk, meat and produce. However, in the early stages stores traditionally sell immediate consumption items – 83 of regulations being considered around social distancing and per cent of all products sold at a store are consumed within business closures, the industry stepped up to tell its story. an hour – but retailers pivoted to providing items that can be NACS and other related associations and their members brought home: 52 per cent said they added more cleaning/toicommunicated that convenience stores provide essential letry items, 31 per cent emphasized ready-to-heat meals and 28 services and products in their communities, such as fuel for per cent are showcased multi-pack/bulk items in mid-March— healthcare and medical professionals, first responders, delivand those percentages have undoubtedly increased since then. ery workers and other essential employees. And, most of all, consumers responded: More Without convenience stores selling fuel, than half of all retailers (52 per cent) said for example, supply chains and deliveries their grocery sales have increased. would be significantly disrupted. When diReacting to the New Normal sasters or emergencies occur, convenience As consumer demand for products shifted, stores, most of which offer 24-hour operathere also was a shift around safety. tions, remain in operation as long as they Consumers wanted more assurance that can without putting their own employees’ a store was clean and retailers responded. safety and wellbeing in harm’s way. This Overall, 99 per cent They ramped up the frequency of cleaning means making sure fuel, food and other neof retailers said and disinfecting practices inside the store cessities are available for emergency workthey enhanced their and at the pump. The March NACS survey ers and customers seeking what they need. cleaning protocols for found that nearly one in three (31 per cent) And on March 19, convenience stores retailers said they provided hand sanitizer were deemed essential. This was reafhigh touch surfaces, firmed a month later (April 17), when the with regular cleaning at the pump and 20 per cent provided U.S. Department of Homeland Security’s conducted as often as gloves. Overall, 99 per cent of retailers said they enhanced their cleaning protocols for Cybersecurity and Infrastructure Security every 30 minutes. high touch surfaces, with regular cleaning Agency (CISA) updated its guidance identiconducted as often as every 30 minutes. fying convenience stores, their distributors And some retailers, taking the phrase seeing and supply chains as critical infrastructure is believing to heart, posted pictures or videos to social media workforce. so consumers could see the efforts in stores. The CISA guidance is advisory and is not a federal direcNearly two in three retailers (60 per cent) have reduced store tive to states, meaning state and local governments are not reoperating hours, due to less customer traffic or to deep clean quired to provide the same level of recognition. NACS expects, and restock during overnight hours. “We are here for the public however, that state and local governments heed Homeland and their needs. We are taking every precaution to conduct Security’s decisions and do not interfere with businesses that business safely,” noted one survey respondent. the department identifies as critical infrastructure workforce. For consumers still wary about going to stores, retailers reIndustry state association partners are actively engaged with defined their offer to allow social distancing and to enhance their governors and local governments to ensure convenience convenience: By mid-March, 14 per cent were offering some stores are recognized as essential. sort of curbside pickup program, 13 per cent increased a focus Retailers Pivot to Changing Times on drive-thru and 11 per cent added or increased delivery opWhile convenience stores are considered essential services, tions. Others even used their night-drop window as a walk-up many of their core offers saw dramatic changes. Fuel sales order window. make up 63 per cent of total industry sales, but demand was C-Store Stands for Community Store cut in half as all 50 states declared states of emergencies and commuter traffic virtually disappeared. Stores that served NACS research suggests that convenience stores contribute over $1 billion a year to charitable causes and there is no daily commuters and those off major highways were hit the question this community spirit has remained strong during hardest. the pandemic. And this decrease in traffic also affected in-store traffic. Convenience retailers are supporting medical/healthcare Fewer customers buying fuel meant less foot traffic inside the store. For reference, a recent NACS Consumer Fuels Survey personnel and first responders: Nearly half (49 per cent) of NACS member survey respondents are supporting these indifound that 53 per cent of gas-buying customers also went inviduals by offering free beverages and steep discounts on food, side the store. delivering free meals and providing free fuel. Retailers are also The biggest profit driver inside the store, foodservice, had its own challenges, with safety precautions having a huge impact donating product to local food banks and other programs, and supplying masks and other PPEs to emergency and healthcare on self-serve offerings. professionals. According to a March NACS member survey, 66 per cent of “We have always supported first responders with coffee and retailers said they closed public seating and dining areas and

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the like to help them through their shifts,” said one survey respondent Retailers expressed the importance of their teams serving customers. Nearly one in three (32 per cent) said that employee conversations with customers were the most effective means of communication for sharing their pandemic response activities. There are many amazing stories to tell. Here are three (and feel free to tell your own stories with us on social media at #conveniencecares): Sheetz and Wawa, exceptional operators who compete in some markets, teamed up to provide emergency food bank relief amid COVID-19. The companies donated a combined 1,000 lunches and a combined $4,000 to Helping Harvest Food Bank and Second Harvest Food Bank in Pennsylvania. 7-Eleven opened its first-ever hospital pop-up c-store at Children’s Medical Center Dallas, the flagship hospital of Children’s Health, which is open to hospital staff, patients and their families. “The doctors, nurses and care teams at Children’s Health are true heroes,” said 7-Eleven President and CEO Joe DePinto.

Casey’s, based in Ankeny, Iowa, donated 30,000 pounds of deli meat to a local food bank to support hunger relief. There are more than 90,000 individual businesses owning convenience stores in the United States, there are probably that many stories about how these local businesses are supporting their communities. While we all hope to return to some sort of normalcy very soon, there is no question that the efforts of the convenience store industry will help us move forward more quickly. Jeff Lenard is the vice president of strategic industry initiatives with the National Association of Convenience Stores (NACS) Jeff oversees NACS’ industry-wide external communications campaigns to advance the role of convenience stores as positive economic, social and philanthropic contributors to the communities they serve. The U.S. convenience store industry, with more than 152,000 stores nationwide selling fuel, food and merchandise, serves 165 million customers daily—half of the U.S. population.

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shops or convenience stores. These shops like the supermarkets were playing a key essential service for local communities. This “essential role” of the service station for local communities has created a unique opportunity for fuel retailers to enhance their customer base. When it comes to pandemic health, people will remember the role of their local service station and staff who were regarded as frontline workers. Post Pandemic Fuel Service Station

ACROSS THE POND Brief Summary on Ireland Coronavirus By David Egan

I am writing this brief overview in the last week of April and up to this point, we have been lucky in Ireland so far. However, as your readers will be aware in Canada, the situation can change quickly. Background

It goes without saying that Canada and Ireland in geography and demographics are very different. Ireland is a small island just a little bigger than New Brunswick with a population lower than Quebec. Yet despite our small size of 32 counties, six counties are under UK administration while 26 counties are administered as the Republic of Ireland. Due to the peace process, the island of Ireland has socially and economically integrated quietly in recent years. With England voting to leave the European Union, politics has returned to the agenda. This is further complicated as Northern Ireland and Scotland voted to remain in the EU. Another key background factor to understand is the world financial crash of 2007-08, where Irish society paid heavily for the errors of banks and the governing political party. This created a dramatic change of government eventually resulting in the current strong leadership of Taoiseach (Prime Minister) Leo Varadkar, a qualified doctor. The Coronavirus in Ireland – as at 30th April Rep of Ireland Cases: 20,000+ Deaths: 1200+ Ireland North Cases 3700+ Deaths: 350+ Proactive leadership and state administration with clear communication to the public from the start, resulted in the country supporting the partial lockdown from 12th March and full lockdown from 27th March. A road map and five step schedule has been set out to get back to a “new normal” from 18th May to 10th August. This is being carried out as part of the European Union strategy.

The current pandemic is creating a crisis of business and survival. The Irish Fuel Service Station has always played a key role in both urban and rural Ireland. The Irish market is predominantly an independent dealer market supported by fuel brands. So it boils down to the dealers that have been proactive and adapting to the changes that have taken place in the last decade. Already a number of surveys here and abroad have indicated that consumer visits to the fuel service station will rise by 40 per cent post pandemic Ireland. This will come about by the role the local service station plays during the pandemic. PW has applied the term “The World of Convenience at the Service Station.” Fuel retail’s future is about developing revenue streams that meet the demands of the local and regional communities. Dare I say it; the coronavirus is an opportunity to enhance the non-fuel retail business in Ireland with your local community of consumers. Note: Please view International Coronavirus Article on petrolworld.net after 12th May 2020. David Egan is the international editor for FuelWorld

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Rep of Ireland Fuel Retail Network: 1790 Northern Ireland: 561 Two key Canadian players have moved into the Irish fuels market in recent years. In 2018, Irving Oil entered the Irish market with the acquisition of a local independent player Top Oil. In February 2016, Couche-Tard acquired Topaz Ireland, which subsequently has been rebranded as Circle K. In Ireland, where self-service is the norm, it was up to the consumer to wear gloves and face masks. Consumers also had to manage social distance as most fuel service stations have 1 2 / M AY J U N E I S S U E

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ACROSS THE POND AACS / Australasian Association of Convenience Stores Convenience: A Reputation for Adaptation By Jeff Rogut

This year is the 30th anniversary of the establishment of the Australasian Association of Convenience Stores (AACS) as the peak body, strongest voice and main advocate for the convenience industry in Australia. Our milestone year hasn’t turned out the way we envisaged. But as an industry, convenience is adaptable. It always has been. And we are proving it again. We have all been reminded in recent times of the vital role convenience stores play in local communities across Australia. With people shying away from visiting larger centres, our stores are a convenient, preferred destination in many cases. Convenience stores are local places for people to buy milk, bread, food and beverages, and other essential items. We want to continue to be able to do this in the most convenient way possible, and this means keeping as many stores trading for longer hours as possible. As the coronavirus pandemic plays out, the need to coordinate the industry’s efforts to ensure convenience stores remain recognized as an essential service is paramount. The term essential service is key here. The AACS effectively lobbied the Australian Government to ensure convenience stores can remain open to serve consumers, being deemed an essential service, and we’re also in contact with government and competition authorities to ensure our stores receive their fair share of supply of critical items along with the major supermarkets. Like all businesses and industries, COVID-19 has presented new challenges to convenience retailers and suppliers, as consumers change their behaviours to adapt to the new norm. Specifically, one of the challenges our industry has faced through the pandemic is supply of critical items like grocery items, hygiene products, sanitizers and the like. As an industry association, we’ve been busy seeking government support in all areas affecting our capacity to remain open to serve communities: human resources, supply chain, fuel, essential services and more. The long history of strong performance from our industry is a reason for confidence in convenience in the future, despite the implications of the coronavirus reverberating around the country and across the world.

The coronavirus pandemic has laid bare the importance of convenience to Australians, and the capacity for our industry to navigate and adapt to changing circumstances.

Though it will continue to evolve, the future for the convenience industry is very positive. In fact, our capacity to not only adapt to, but shape, consumer behaviours is a real strength of our channel. The coronavirus pandemic has laid bare the importance of convenience to Australians, and the capacity for our industry to navigate and adapt to changing circumstances. The AACS recognizes and thanks our industry operators and the front-line staff who continue to work serving their customers and communities in these challenging times. Jeff Rogut is the chief executive officer of the Australasian Association of Convenience Stores.

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Women in carwash

We invite you to join us in Fort Lauderdale, Florida for the 3rd Women in Carwash™ conference January 18 – 20, 2021 at the beautiful B Ocean Resort. In the ever-changing carwash industry, women are rapidly emerging as some of the most forward-thinking leaders. What is also exciting is that a growing number of men are welcoming and actively supporting this change. The first two Women in Carwash™ conferences recognized and celebrated this exciting development to the delight of our guests who found it very valuable, informative, ground-breaking, and surprisingly intimate. One thing everyone could agree on is that a healthy, happy industry that is getting better for women is an industry that is getting better for everyone, and this will be a driving theme of the upcoming conference. Come and join us for this, our 3rd conference!

For more information and to register please contact: Andrew Klukas phone: 1-778-772-3057 email: andrew@womenincarwash.com Brenda Jane Johnstone phone: 1-204-489-4215 email: bjj@womenincarwash.com

THREE DAY OVERVIEW OF EVENTS YOU DON’T WANT TO MISS! The DiSC® profile will help you improve interpersonal communications and connect with your staff, coworkers, owners, management, etc. more effectively. You will better understand your own personality, how you like to communicate, how you come across to others, and why others behave as they do so you can meet in the middle and communicate clearly.

PLATINUM SPONSOR

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GOLD SPONSOR

Women In Carwash: The 21st Century Demand for Woman Leaders. This presentation specially for the January 2020 Arlington conference and will build on the theme for this coming June. This uplifting, funny presentation gets right at the heart of great opportunities while insightfully demonstrating that the path forward lifts everyone – both men and women.

Leaders as Role Models: Stepping Beyond the Limitations of Management. This session ties us back to our Keynote presentation and Tuesday morning’s session The 21st Century Demand for Woman Leaders with a focus on transformational leadership.

Blueprint to Foodservice

By Meline Beach

Foodservice Salads: Crisp, Clean Profits

There’s something about summer that makes salads taste so much better. The crunch of a fresh cucumber, the juice of ripe tomatoes, and the bright colours of assorted sweet peppers on a bed of crisp lettuce, drizzled with a tangy dressing are mouth-watering. You don’t have to be vegan or vegetarian to enjoy a wonderful assortment of fresh vegetables showcased in a salad. While consumed year-round, summer is the season for fresh salads. And, fresh foodservice is one effective way in getting customers from the pump to the store. Variety of Options

Many c-stores include salad as part of their foodservice offering. With and without protein options can appeal to a diverse customer base. And, served as a side or as a meal increase your order options. According to Technomic’s Soup & Salad Consumer 2018 Trend Report, sales of salad at c-stores remain steady, with caesar and garden salad as the most popular choices in the convenience channel. Fresh salads are available at select Hasty Markets throughout Ontario. According to Nick Jabbour, vice president of operations and business development at Hasty Market Corporation. “Store size and community needs are the main factors in determining which locations will carry salads,” says Jabbour. “A

number of our large footprint locations are foodservice-based and do quite well with fresh foods, including salads. Stores that do not have the capacity to make food in-house will outsource.” Classic Touch Foods, based out of Markham, Ontario, has been supplying the C&G channel with fresh grab and go foods for 10 years. The last five years included a salad offering as a healthy addition to its lineup of grab and go foods. Options include grilled chicken caesar, greek salad, chef salad, garden salad, mixed fruit salads, and mixed veggie cups. The most popular choice is their grilled chicken caesar salad. “It’s a really satisfying and fulfilling healthy option with just the right amount of protein,” says Joseph Belcastro, assistant general manager at Classic Touch Foods. “While available year-round, the demand for salads change by the season.” Alex Pittman, owner and general manager of Mikiz Pittstop in Lunenburg, Nova Scotia agrees that salad sales fluctuate and tend to be higher in the summer. He is also the owner of Alex’s Chill & Grill Restaurant, a full-service restaurant on the same property where, in 2017, he built a multifaced carwash business that features a Laser 360 Autowash, with specialty automotive cleaning and detailing services, a self-serve hand wash bay, and a K9000 doggy wash station.

The restaurant is set in a classic 50s and 60s diner style and serves an assortment of grilled items and three types of salads: garden, caesar, and coleslaw. All salads are available as a side or meal with added protein as an option. “Our customers love our salads,” says Pittman. “In terms of protein options, we offer beef, chicken, scallops and grilled or crispy haddock.” Hasty Markets offers a variety of salads, some with a Mediterranean theme, such as tubule, chickpea and lentil, along with traditional options, including potato salad, pasta salad and green salad with different protein options. “A large majority of our salad offerings are prepackaged for the grab and go market,” says Jabbour. “However, a small number of our store operators offer fresh made salads on location, which tend to accompany other fresh made food options, such as sandwiches or shawarma.” Source of Ingredients

Quality food is top priority for all foodservice operators. Classic Touch Foods relies on Core-Mark as their distribution partner to ensure consistent and reliable delivery of fresh grab and go products to the C&G channel, whereas Pittman works with Armstrong Food Services for their largest selection of Nova Scotia made products. “Where possible, we make salads 1 5 / M AY J U N E I S S U E

in-house and source ingredients locally. Depending on the area, this includes buying directly from vendors at St. Lawrence Market,” says Jabbour. “Otherwise, we source prepackaged options from CoreMark, Sobeys and sometimes Summer Fresh.” Maintenance & Management

It’s a delicate effort to balance customer needs with produce and perishables without losing money. “Salads are always a little tricky as they need more attention and care,” says Belcastro. “We offer a shelf life of four to five days to ensure that the salads are always looking fresh, and try to minimize waste as much as possible. The proper fridge temperature and placement is key to minimizing waste at the retail level.” Depending on the type of salad, Hasty Market says their shelf life is anywhere from two to five days. Any waste goes directly to the green bin. Pittman believes his foodservice

Women in carwash

offering is a complementary cross-sell to his carwash business and that offering seasonal favourites, like salads, is an opportunity to draw customers. To keep his food waste to a minimum, he makes salads fresh to order which takes approximately three minutes to prepare. Any excess is composted. In terms of price point, many retailers sell salad items from $4.49 to $10 depending on if it’s a single item or a side dish as part of a combination platter. For any c-store owners and operators interested in adding salad to their foodservice program, Jabbour offers the following advice: “A salad program can be implemented at a grassroots level with local ingredients. It is imperative to be selective with your fresh produce to maintain high standards. Make sure all your offerings are high quality and consistent. Customers have to know they can expect the same level of quality and freshness every time they step into your store.” Classic Touch Foods adds to that

advice with the following: “Not just salads, but all food, requires love, care, and attention. Make sure that the fresh food section is organized, clean, and presentable many times throughout the day. Salads need to be handled gently, so don’t just throw them anywhere. With the right placement, fridge temperature, and love and care, you can implement a successful salad offering to your fresh food program. Pre-packaged grab and go is becoming more prominent, and can greatly contribute to the success of C&G channels.” Meline Beach is a Toronto-based communications practitioner and frequent contributor to Convenience & Carwash Canada. In addition to freelance writing, Meline provides communications and public relations support to businesses across Canada. She can be reached at www.mlbcomms.ca. or email info@mlbcomms.ca

www.womenincarwash.com

We invite you to join us in Fort Lauderdale, Florida for the 3rd Women in Carwash™ conference. January 18 – 20, 2021 at the beautiful B Ocean Resort. In the ever-changing carwash industry, women are rapidly emerging as some of the most forwardthinking leaders.

What is also exciting is that a growing number of men are welcoming and actively supporting this change. The first two Women in Carwash™ conferences recognized and celebrated this exciting development to the delight of our guests who found it very valuable, informative, ground-breaking, and surprisingly intimate. One thing everyone could agree on is that a healthy, happy industry that is getting better for women is an industry that is getting better for everyone, and this will be a driving theme of the upcoming conference.

PLATINUM SPONSOR

GOLD SPONSOR

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Come and join us for this, our 3rd conference! For more information and to register please contact: Andrew Klukas phone: 1-778-772-3057 email: andrew@womenincarwash.com Brenda Jane Johnstone phone: 1-204-489-4215 email: bjj@womenincarwash.com

Down On Your Corner In the Down on Your Corner section, we share your news. Here is where you will find information on some of the interesting things that businesses in our industry are doing and experiencing. If you have some news to share, please reach out and e-mail editor@convenienceandcarwash.com and let us know about it. GAS KING

When Laurine Sibbet read an article about girl guides not being able to sell their cookies door to door because of COVID-19, she wondered if Gas King would be able to assist by selling cookies in their stores. As luck would have it, she had a connection to Gas King as Laurine is the wife of Scott, vice president, retail operations with Gas King.

Scott and Gas King president, Brent Morris, agreed that an excellent means of helping out the girl guides and a great community initiative would be to create a display within the Gas King stores and help sell a delicious, comfort snack during this unprecedented time. Brent made a few calls to local guide leaders, and as it turned out, the guides had their cookies delivered a few days before the pandemic was declared, and once the troupe had received their orders, they were no longer allowed to sell them in their usual way. Appreciative of Laurine and Scott, the local guide leaders sent Gas King 20 cases (12 boxes per case) to sell in their five Lethbridge and Picture Butte stores the next day. That was Wednesday, April 8, and on Thursday, April 9, 20 more cases were ordered. Since then, the two Gas King locations in Medicine Hat are also selling cookies. At the time of this story, Gas King had sold over 150 cases of cookies between their Lethbridge, Picture Buttle and Medicine Hat stores, and they are still going strong. The money that Gas King helped the girl guides raise stays within the local community and will help offset the cost for camps, field trips, and additional programming. More details at www.girlguides.ca.

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McDOUGALL ENERGY

McDougall Energy’s Retail Team is Now in Alberta McDougall Energy Inc. is now in Alberta to help customers build and sustain a prosperous fuel and convenience retailing business. By expanding into Alberta, customers in the region can choose McDougall Energy as their trusted Esso branded wholesaler and join a network of over 1,800 Esso branded retail service stations across Canada. “McDougall Energy’s dedicated team in Alberta offers customers a chance to partner with a reputable organization that will help them achieve retail success,” said Paul Meyer, director, retailer business in Western Canada for McDougall Energy. “Our regional team facilitates the process for retail dealer customers, allowing them to benefit directly from the power of the reliable and recognized Esso brand, and the support of Imperial Oil, Canada’s largest refiner and marketer of petroleum products.” McDougall Energy is a privately-owned, Canadian family business that has been serving households, businesses, motorists, and wholesale energy customers since 1949. In addition to owning and managing a network of Esso-branded retail stations and its proprietary pump brand, McDougall Energy is also a trusted distributor and marketer of propane, Esso heating oil, Esso Diesel Efficient and Esso Synergy fuel products, plus Mobil lubricants. Business customers can also rely on McDougall Energy for bulk delivered fuels, lubricants and specialty fluids; wheel-to-wheel and intoequipment refueling; and access to the coast-to-coast Esso commercial Cardlock network. McDougall Energy has been recognized as one of Canada’s Best Managed Companies consistently since 2011. By partnering with McDougall Energy and the Esso brand, retail dealers can grow their business with two industryleading loyalty programs (PC Optimum and Esso Extra), innovative payment 1 8 / M AY J U N E I S S U E

options, and reliable access to meticulously engineered Esso Synergy fuel products. The retail site will also receive the distinctive Synergy Fuel Technology image program to enhance the customer’s experience. With a dedicated and experienced territory manager now in Alberta, individuals interested in partnering with Esso have access to everything needed to

start-up and grow. The territory manager will assist customers from the beginning and provide ongoing coaching and advice on how to develop a loyal customer base, operate safely, and maximize profitability. Individuals interested in learning more or making the switch to McDougall Energy can contact Ken Sherring, territory manager, at 403-462-1038, kensherring@mcdougallenergy.com.

Offering the best in soft-touch, hybrid and choices wash systems.

WWW.PDMCLAREN.COM SURREY 604.371.3732

CALGARY 403.287.1633

TORONTO 905.428.8403

MONTREAL 514.791.6398

Peninsula Co-op By Tom Humphreys

Message from Peninsula Co-op’s Petroleum Operations Manager Convenience stores are not an essential service. Period. I realize that under many provincial government’s essential service definition convenience services are included, under the B.C. government’s definition every conceivable service known to mankind is listed. But let’s be truly honest with ourselves. Life would roll on just fine without them being open. Essential services are those daily services essential to preserving life, health, public safety and basic societal functioning. Throughout every provincial health ministry update across Canada, as well as the Prime Minister’s daily update, the message is consistent and strong; “stay home” and that we need to “stay the course” of promoting physical distancing if we are to get on the downside of the pandemic growth. As most convenience store operators can attest, during coffee rushes and busy times, the c-store environment is one of the biggest melting pots of humanity that a community will see. A near-perfect environment for a virus looking to spread. When convenience stores ignore the government messaging and choose to carry on business under the weak definition of being an essential service, they are putting the health and welfare of not only their staff but the entire community at risk. This shines a light on the entire convenience store industry as being insensitive, shady, and uncaring for the community at large. Some great work has been done in the past 25 years to extinguish the old school convenience store stereotype; highlight it as a viable place to build a career, a place that contributes to the community, a place where blue/white collar, old or young, male or female can shop for needs of convenience in safety. Decisions to stay open at this time when every restaurant, bar, mall,

movie theatre, park is closed undoes all the good work that has been done. Common argument for those in the fuel business is that c-stores need to stay open to facilitate fuel sales. This is false. The 18 locations that I manage all closed their c-stores March 23 and are operating “self-serve fuel only, pay at the pump only, c-store closed, no cash transactions.” Seemed like a stretch in the beginning, but we were determined to find a way to keep the flow of fuel moving (fuel is an essential service) while maintaining maximum health and safety for our employees and the community. We are also dedicated to ensuring that every fuel dispenser is disinfected after every customer. Feedback from our customer and employee base is extremely positive, people are more resilient to change, even big change, than we realize. I was listening to an AM open line show on the topic of Covid-19 this

morning while driving and heard a lady upset that her 17-year-old son working in a convenience store was still selling lottery to customers. She was questioning how in the world a lottery transaction could be considered essential while we are fighting to reduce everything nonessential, and putting her son’s health at risk. The lady is 100 per cent correct, and our industry took another hit because of that call. I can say though, that at the company I work for, we sleep well at night knowing in the time of a health crisis on a scale that the planet hasn’t seen in over 100 years, we are doing our part. Tom Humphreys has been the petroleum operations manager for Peninsula Co-op since 2003. Prior to the co-op, he worked for Shell Canada on Vancouver Island for nine years. Peninsula Co-op operates 18 retail gas/convenience store centres on southern Vancouver Island. He can be reached at thumphreys@ peninsulaco-op.com.

UPI Energy FS Says Thank You to Frontline Workers

To help support local communities during the COVID-19 pandemic, UPI Energy FS is offering $10 off every tank of gas to emergency service workers and health care professionals. “Our hope that this small gesture helps ease a bit of the stress that frontline workers are feeling,” says Bob McKenzie, director, retail & operations. “It is our way of saying thank you. In order to help our customers feel safe and comfortable while at the pumps, our full-service stations are ensuring customers stay in their cars while we fill their gas tanks, wash their windows, check fluid levels and bring convenience items directly to them. We are taking a Canadian approach to social distancing. Our employees are delivering items to cars and offering our POS machines with hockey and lacrosse sticks. By taking these steps, this allows our staff to remain a safe distance away from our customers. Our customers are also getting a kick out of the gesture.” 1 9 / M AY J U N E I S S U E

Leading the Charge into the Electric Revolution!

Sm a r t E V Cha rg i ng So lu ti on s

GOVERNMENT INCENTIVES AVAILABLE Eligible Canadian applicants will be awarded up to 50% of the total project costs through the NRCan Electric Vehicle Infrastructure Deployment incentive. Additional funding is available for projects located in British Columbia.

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WESTERN CANADA

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Waleco Inc. sales@waleco.ca 905-712-4915

Electric Mobility By Suzanne Goldberg

The Electric Mobility Revolution Is Upon Us If you haven’t already noticed, an array of electric

Charging stations installed at a 7-Eleven located in California.

car models have hit the roads in just the last few years with many more to come over the next decade. Construction is underway every day to build out electric vehicle (EV) charging around Canada in front of municipal buildings and in retail parking lots, while more goods and people are being transported with electric power than ever before. The era of electric mobility is not coming, it’s here. According to a 2019 Electric Mobility Canada report, EV sales reached 16,091 in the third quarter of 2019. The year before, in the same quarter, sales reached 12,902. On average, EV sales have increased by more than 60 per cent each year for the previous five years. With this kind of consistent annual growth, infrastructure is a critical piece of balancing mass EV adoption. Now is the time for businesses, retailers, employers, real estate developers, fleets and so many more to take advantage of a country-wide shift that is growing more relevant with each passing day; and it’s here to stay. So, what is electric mobility and why should you consider it a new way of fueling your vehicle? Electric mobility is the operation of transportation modes which either emit zero tailpipe greenhouse gas (GHG) emissions, powered fully by electricity or modes that emit a reduced amount of emissions through hybrid and plug-in hybrid configurations. Some drivers, businesses and fleets

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Electric Mobility

With more than 11,700 places to charge in Canada, drivers are able to charge any kind of EV on the road today. have made the decision to switch to electric because it’s more economical for the driver or fleet manager and helps reduce GHG emissions while simultaneously improving air quality. Companies like ChargePoint are enabling long distance electric travel across cities, provinces, states, and countries alike. With more than 11,700 places to charge in Canada, drivers are able to charge any kind of EV on the road today. Some of the different types of EV charging you will find include: AC charging, sometimes called level two, which is the best choice for day-today charging and adds about 40 kilometers of range per hour (RPH). It’s a great choice anytime you’ll be parked for a few hours while at work, running errands or at home. You will find level two charging stations most commonly at places where you spend your time anyway, at workplaces, retail businesses, municipal parking lots, and residential locations. DC fast charging, or DCFC, can add range to your car faster and is often used along major long-distance routes. Using ChargePoint’s DC fast charging stations is as easy as using public AC stations. While fast charging doesn’t replace AC charging, it’s a great option for when you are short on time or traveling long distances. Charging behaviors show that most drivers juice up their EVs at home or at work, where they spend most of their time. Home chargers, like the ChargePoint Home Flex, allow drivers to charge their vehicles in a faster and more flexible way while at home, with ability to charge up to 50 amps which is nine times faster than a standard wall outlet.

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But what does all of this mean for Canada? It is clear that Canada is undergoing an exciting transformation with record sales of EVs and accelerated growth in the deployment of charging across the country. According to the same Electric Mobility Canada report, by the end of the third quarter of 2019, there were 136,000 EVs on the road and this number keeps growing. EV charging infrastructure is scaling with the growth of plug-ins on the road. Much of this adoption has been driven by government policy including, incentives for vehicles and charging infrastructure, EV-ready building requirements, zero emission vehicle (ZEV) supply programs, as well as municipal transit, community and fleet policies. Some provinces, like British Colombia, Ontario and Quebec, were early adopters and maintain a large scope of the EV charging landscape in and around city centres, but we are seeing gaps in available EV charging in the middle and coastal regions of the country. In the places where EV charging infrastructure has not been adopted or built out quite yet, there is noticeable anxiety around long-distance electric travel among EV drivers, fleets and other entities that are turning to electrification. With agreements that allow EV network roaming with partners like FLO, BC Hydro, and Greenlots, we are making it easier for Canadians to drive an EV coast-to-coast. The other good news is that the Canadian federal and provincial governments and electric utilities have signed on and are willing and determined to bring the country forward into meeting climate goals and building a better, more

Images created by taking computer-generated 3D product models and compositing them into existing photos of standard parking lots.

Electric Mobility

Private businesses, hosting EV charging onsite and dictating one’s own charging costs and availability invites more drivers to their parking lots. sustainable future. The bonus is that implementing EV charging infrastructure helps stimulate the economy by creating jobs at EV charging sites, during installation, construction and more. Municipalities and private businesses are also beginning to see the benefits of EV charging as well. For municipalities, deploying EV charging lets them leadby example. Whether it is providing EV charging at critical locations throughout the community for residents, car share or ride hailing, or for their own fleet; municipalities are helping EV drivers and fleets go electric and save money. For private businesses, hosting EV charging onsite and dictating one’s own charging costs and availability invites more drivers to their parking lots. Providing perks like time-limited free charging entices those drivers to spend their time at the place of business while fueling up. And, let’s not forget the various incentives, rebates and recognition a business receives for contributing to national and global sustainability efforts. All-in-all, installing more EV charging stations at more locations across the country creates a healthier planet and more EV drivers, which sounds like a mutually beneficial deal. The truth is that no major industry will change more over the next two decades than transportation. People are changing the way they travel and the way they transport goods. So, what is the way of the future of fueling and travel, you ask? It’s electric.

Suzanne Goldberg is an energy, climate, and electric vehicle policy professional with over 10 years of experience. She is currently the director of public policy for ChargePoint in Canada, the world’s leading electric vehicle (EV) charging network, with more than 100,000 places to charge on its network around the world. In this role she covers federal, provincial and municipal affairs, managing engagement on electric vehicle policy across Canada. Prior to ChargePoint, Suzanne was the director of research and outreach for START at Simon Fraser University and a founding partner of the consulting firm Navius Research.

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By Angela Altass

Consumer Interest in Healthier Snacks Continues

People continue to show increasing interest in knowing what is in the food they are consuming, including in-between-meal snacks.

“We have seen an increase in customers showing more interest in eating healthy and educating themselves on what they are putting into their bodies,” says Sarah Hunt, sales & purveyor of Fun, GORP Energy Bar. “At the beginning, people were asking us ‘what is this’, but a couple of years ago the conversation changed to ‘what’s in here.’ Consumers are asking us about our ingredients, where they come from, and finding out if our products can meet their dietary needs.” People want to know they are eating something truly healthy and that they can trust the ingredients, says Hunt, adding that GORP has recently added some new products, including GORP Brown Rice Syrup and GORP Oatmeal Blends. “Our most recent addition is The BEST little PEANUTS in the World,” states Hunt. “Simple and delicious, lightly salted roasted Spanish peanuts.”

Consumers are looking to take their breakfasts and snacks on the go and are especially interested in protein packed snacks, says Hunt. “Snacks that contain natural sugars with no preservatives or additives and limited ingredients are on trend,” notes Hunt. “Parents of young children are becoming conscious of choosing foods with natural ingredients. This generation of parents seem to be more interested in the type of ingredients their children are consuming. As school-age children become more active, parents look for convenient, on-the-go snacks with protein and natural sugars. People also like re-sealable packaging.” Major brands, service outlets and sourcing companies are scrambling to convert their product lines to express healthier offerings, says Vijay Prashad, Berbician Royal Foods. “They do not want to be blamed for feeding consumers unhealthy snacks for decades but would rather be labeled as a game changer,” states Prashad. “Unfortunately, small companies like ours may not be credited for creating such a drive for healthy consumerism.” Berbician Royal Foods, with a home base of Etobicoke, Ontario, is in the process of replicating its manufacturing process and product line into the United States and European Union. “Due to the strict restrictions on meats and market access, we are shipping our meats and spices to the United States to produce a made in America with Canadian meats version of our salami and meat snack line, which will allow us great market access for our products in the United States and the rest of the world,” says Prashad. “Our US product line is ready and waiting to be rolled out as soon as the COVID-19 pandemic is taking an ease. We are also in the process 2 5 / M AY J U N E I S S U E

of shipping Canadian bison into the EU to make a line of our bison salami and bison meat snack sticks. We are also adding a line of canned bison stews for the EU market.” Consumers are interested in having options and are looking for snacks that are different and unique but they also need to be quick, easy and convenient, states Prashad. “Parents are definitely seeking out healthier snacks for their children, especially those with special dietary needs,” says Prashad. “We are developing a Halal sliced lamb capicola, catering to everyone and especially for those parents with children who have special dietary requirements but, at the same time, want to blend in with western foods.” Prashad feels strongly that Berbician’s products are a good fit for convenience stores. “Per price point, we have made our product pricing in line with the major brands who do not offer a full protein line like Berbician,” says Prashad. “Therefore, there is no reason for outlets 2 6 / M AY J U N E I S S U E

not to want to take the responsibility of educating and caring for their customers with healthy offerings instead of just taking on easy traditional sell items. I always say to myself that I do not want to turn in my grave when I am dead for feeding people unhealthy foods. Canadian consumers need to demand more and not just accept what is conveniently placed on the outlet’s shelves by one or two players and the outlet needs to bear the same responsibilities. There must be a good reason why Japan has over 100 varieties of Kit Kat flavours.” Consumers want to purchase snacks that they know are both good for them and safe to eat, says Catherine Kurz, marketing and business development, The Great Canadian Meat Co. “There is so much information available that consumers aren’t just impulse purchasing snacks without looking into what they’re really eating anymore,” says Kurz. “There has been a trend toward eating healthier and living a healthier lifestyle for a long time now and as more people become aware of certain dietary needs or restrictions, this has only grown. All our snacks are relatively low fat and high protein. We do have some new products coming that are healthier than anything we’ve done before but we’re not quite ready to release them yet.” Meat snacks can be a source of confusion for some people, notes Kurz. “We are always looking for ways to make it clearer to consumers that our products are as healthy as we can legally make them and we’re always cleaning up our labels,” she says. “In meat snacks, there is a trend toward cleaning up labels and including less preservatives. What most people don’t know is that there needs to be a certain amount of salt and preservatives to be approved by the CFIA, so we’re restricted to working within those guidelines. So, while we try to eliminate as many preservatives as we can to attract customers who want to eat cleaner, we have guidelines to follow. Cleaning up labels is something we are constantly working toward.” Kurz says that consumers are looking for snacks that taste good and aren’t high in calories or fat. “If it’s low in sugar or carbs but just doesn’t taste satisfying enough, it won’t be a repeat buy,” she states. “Most parents who can afford to are seeking out healthier snacks for their families. Children are taught in school to eat

healthier and parents are trying to adhere to those guidelines. However, it is important to note that not all healthier snacks are affordable, so it can be challenging to find healthy snacks outside of fruit and vegetables. Meat snacks are actually a great healthy alternative to chips or candy and not all are expensive.” The Great Canadian Meat Co.’s products are shelf-stable as well as lightweight and don’t require a lot of space, making them a great fit for convenience stores, says Kurz, who advises mixing them in with other snacks instead of just having them in a healthy section. A separate healthy section in a store can give customers the impression that healthy snacks are more expensive, inaccessible, don’t taste good or are for certain dietary restrictions, comments Kurz. “Creating attractive displays is key as well as including full, complete sections of a certain brand,” says Kurz. “If the brand looks credible and attractive, more people will be intrigued and thus eat healthier.” Popcorn is a timeless snack that has continuously evolved over the last century with flavours like classic butter, white cheddar, caramel and kettle. SNAXSational has come up with a premiere popcorn brand, Snack Pop, with flavour offerings that combine popcorn with candy and cookies, such as OREO Cookie Pop, TWIX Candy Pop, and Butterfinger Candy Pop. Marketed as a low-calorie, candy and cookie-coated line of popcorn the product is made with non-GMO corn and is low in sodium with 150 calories per serving. Spark Bites is a product that is destined to soon hit store shelves in Canada. Created by Warren Brown, the same entrepreneur behind the CakeLove in a Jar brand, Spark Bites are promoted as a healthy snack with wholesome energy that is easy to eat and portable. The cinnamon crunch and cocoa flavours are popular with young and old alike while coffee, Mumbai masala, and red beet might be more appealing to adult tastebuds. “Consumers like the product because it’s healthy, gluten-free, and vegan,” says Brown. “The energy comes from a nutrient-dense ingredient list. Each snack has a group of whole grains, legumes, carbs, blended dried fruits, and spices specifically picked to deliver a healthy snack full of wholesome energy.” Brown advises store owners not to shove healthy snacks in a section out of

the way, in spaces where customers are less likely to find them. “People of all ages and from all walks of life have expressed a genuine appreciation that this product is available,” he notes. “Being different and leading edge can have its challenges but people are often happy to see something that is different. As a company, we are always making products that are a little different and we are happy to be ahead of the curve.” Convenience stores are likely seeing a decline in the sales of some of the high sodium, high fat, high sugar snacks, states Rhonda Goldberg, president, Oh! Naturals Flavoured Snacks Inc. “For the convenience trade, everything is changing,” says Goldberg. “Quite a few years ago, the demand for healthier snacks became evident with the fastest growing segment in grocery stores coming from the natural, gluten-free area.” However, Goldberg is cautious about the use of the word healthy. “Healthy has a different definition for everyone,” she remarks. “Our products are a fun, functional, healthier choice but we are not the healthiest choice. People

are more educated and they want a snack that is good for them and tastes great. They want to know what they are eating but they don’t want something that looks interesting and healthier but tastes like garbage.” Oh! Naturals banana chips and sweet potato fries will soon be found in 7-Eleven stores and Goldberg says that the products’ long shelf life helps make them a good convenience store option. “We don’t have preservatives in our snacks and the reason we have a year shelf life is because of the way we bag our products,” she explains. “We use a more expensive bag that doesn’t allow oxygen in.” The word convenience has a different meaning for everyone, adds Goldberg, noting that adding new products to your offerings might bring some new clientele into the store. As the world recovers from the COVID-19 pandemic, attracting customers back into the stores will be vital and with health being top of mind for everyone, having healthier product offerings on the shelves makes sense.

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By Angela Altass

Know Your Customers:

Catering to Students, Seniors and Everyone In-Between Knowing your customers well and having in stock the items they need and desire can make a big difference in the overall success of any business.

Canada’s Food Price Report 2019

Keeping up-to-date on trends and the shopping habits of Canadians can help convenience stores fulfill this task. For example, an online survey in November 2018 by Dalhousie University looked at consumer perceptions of the grocery shopping experience. Using information from this survey, Canada’s Food Price Report 2019, a collaborative “Sixty-three per cent of vegans and vegeffort between Dalhousie University etarians in Canada are younger than 38 and the University of Guelph, notes years of age. By 2050, there will be more that Canadian consumers appear to be than 10 billion people on the planet, and visiting more food stores regularly but while people will still be eating animal spending less time per visit. Survey re- protein, plant-based proteins that are spondents reported visiting, on average, more sustainably produced are a promis2.3 different grocery stores on a regular ing alternative.” When catering to the modern conbasis, and shopping 5.4 times per month. “This could be an indication that consumer, there are a lot of considerations sumers are gravitating to other grocery to ponder. “In today’s world, many factors shape formats, such as convenience stores,” food decisions: natural environment, states the report. When seeking to entice students and animal welfare, product origins, human younger consumers to your store, there health and packaging all take up room are some specific things to keep in mind. in the decision matrix of the consumer,” “Younger consumers are more in- says the report. Interest in food delivery apps and formed than ever about health, animal welfare, and the environment,” states the meal kits is increasing, says Dr. Sylvain report, which also references their rise Charlebois, senior director, Agri-Food in interest towards plant-based proteins. Analytics Lab at Dalhousie University.

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Dr. Sylvain Charlebois, senior director, Agri-Food Analytics Lab at Dalhousie University thinks that convenience stores would do well to consider the possibility of offering online shopping and delivery options to their customers.

“We believe that over $5 billion worth of food in Canada is sold online, whether it’s through a store, food app, or meal kit provider,” says Charlebois, “that amount is too large to ignore. If you want to play a role, you can either specialize and remain at the mercy of your address or consider e-commerce. If your address becomes a problem and your costs to maintain your location are increasing, you might want to think of ways to expand your market and capitalize on e-commerce.” Charlebois does realize, however, that this might not be possible for every store to do. “For some, e-commerce is not a good fit,” he notes. “If you are in a cute little neighbourhood in Montreal or Toronto and your store is all about the experience, then I’m not convinced that e-commerce is a good fit for you. For other convenience stores, they absolutely should look at offering delivery services, if they don’t already offer it. Service is important, and execution of service is equally as important. The younger generation is much more attracted by e-commerce than older generations.” Charlebois feels that business is going to change for convenience, and other stores, moving forward, as more consumers start to see online shopping as a convenient way to shop for themselves and their loved ones. “I think the shopping habits of students and seniors are completely different,” he notes. “Students have grown up with the Internet, and one can expect that they see it as a different space for consumption than the older generation.” David, a college student in Markham, Ontario, who also works part-time, says that online shopping does play a role in his busy life, and he uses his nearby convenience store to fill in the gaps. “My girlfriend and I order our groceries online and have them delivered, but, for example, the milk and bread we ordered this week didn’t arrive in the order, so we went to the convenience store to buy those,” he notes. They often also pick up some extras, such as snacks or lottery tickets, while they are at the convenience store.

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The condition of the convenience store makes a difference in the decision to shop there, says David. A recent renovation to his local convenience store has left it with a cleaner and more organized appearance, which left these millennials feeling more comfortable shopping there. On the opposite end of the age spectrum, seniors are contributing to a significant and growing segment of the marketplace, notes a 2012 Agriculture and Agri-Food Canada report Market Opportunities for Foods with Added Health Benefits for an Aging Canadian Population. The report indicated that approximately nine million Canadians will be over the age of 65 by 2031. Carrying food products that have healthier properties, whether it be lower sodium or reduced fat, could draw the attention of seniors and millennials alike as they are both interested in functional foods, some to follow the advice of their doctors regarding health concerns and others just to enhance overall health improvement. Along with gathering knowledge on how the average Canadian shops, you might need to delve a bit deeper to really get to know the customers who are walking through your doors. The province in which your store is located can also play a role in consumer shopping habits. “There are a multitude of factors that influence the way we shop and what leads us to make a purchase,” states Nielsen’s 2018 Purchasing Behaviour Characteristics Across Canada. “Ontarians make fewer shopping trips and spend four per cent less than the average Canadian. Comparatively, their Albertan counterparts spend the most.” One size does not fit all when it comes to shoppers across the provinces, notes Nielsen. “Marketers can improve the effectiveness of their efforts if they develop and implement strategies that align with each region’s distinct consumer shopping habits and preferences,” it says. “Consumers in Quebec shop less in mass merchandisers than the rest of the country. Quebec households have fewer members, which likely has a direct impact on the number of shopping trips and dollars spent. Compared to their neighbours to the west, Quebec households have fewer children. In fact, 79 per cent of Quebec households have no children, compared with 69 per cent in Ontario.” Gathering information, staying in tune with industry news, and even 3 0 / M AY J U N E I S S U E

asking questions to your regular customers are all good ways to seek out the details needed to know how to cater to your specific clientele. As the world responds to the COVID-19 crisis and when business eventually attempts to return to a more normal condition afterwards, knowing

your customer is more vital than ever. Making the connection to what they need and being a source of reliability within the relationship with them could be paramount to your success and sustainability. Making a strong effort to know your customers is an overall good business practice to follow.

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45 years in business 4 bedroom, 2 bathroom house Year-round c-store Retail petroleum

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For more than 45 years, Gramp’s Place, located one hour north of HWY.south 11 NORTH BAY,Ontario ON on Highway 11 North Bay and 12 miles of Temagami, has been the must-stop place for cottagers, fishermen, and locals. The business includes a 10 year newer building with propane heat, one older building with permanent four bedroom, two full bathroom residence on second and third floor and a fish & tackle business on the main floor, one 30’ x 60’ garage/workshop all sitting on two acres of treed property across the highway from Angus Lake and surrounded by Crown land. Offering petroleum, diesel, propane, live bait, (minnows, leech, and worms), an amazing gift shop offering a wide-array of artisan products, gifts, clothing and snacks. Selling price includes the house, the store, the shop/ garage, gas pumps, computer and security systems, refrigerators, and freezers. Merchandize and inventory for the store, sold separately.

Call Bonnie or Danny 705-569-3825 view online listing at: shorturl.at/ckoSZ

states that before the pandemic, foodservice was the convenience store industryâ&#x20AC;&#x2122;s rising star, with a 4.4 per cent increase in in-store sales. New data suggests that in 2020, direct store operating expenses may rise as retailers incur costs related to deep cleaning and sanitation as well as new safety measures like investing in personal protective equipment (PPE) and curbside pickup services. We could also see a reduction in other expenses such as less energy being used because of a decrease in store hours and equipment (i.e. coffee pots), and less fill-ups at the pump. With all this data in front of us, how are retailers adapting? Can real-time data insights help stave off disaster? And, what are the key trends that will impact c-store foodservice operations this year as Canadians seek out convenience, speed, and safety during the pandemic? Here are a few trends we think we will see in 2020. By Drew Mize

Trends That Will Drive Canadian C-Stores in a Crisis

When it comes to getting supplies while adhering to a stay-at-home mandate, consumers are relying on many different places to shop, not just grocery stores or big box stores. Now, more than ever, convenience stores are the go-to place for consumers to buy their necessary items. In Canada specifically, 7,700 convenience stores serve about 10 million people who visit c-stores across the nation every day. About 58 per cent of prepared food bought by Canadians is grab-and-go cuisine. That same type of food is typically sold in c-stores. Whether itâ&#x20AC;&#x2122;s prepared foods or multipack items, consumers are frequenting c-stores shopping for items that will make everyday life easier, especially now since COVID-19 has changed so much for so many. For the Canadian marketplace, tools that provide consumer trip and basket-level data and analysis to deliver what consumers want and need during this pandemic are increasingly important. Recent data from the National Association of Convenience Stores (NACS), an international trade association representing more than 2,100 retail and 1,600 supplier company members,

Delivery and curbside pickup will transform the convenience retail industry

In Canada, the food delivery business is worth $4.3 billion (and growing). C-stores should seriously consider food delivery as another revenue-generating component of your foodservice. If youâ&#x20AC;&#x2122;re exploring such a possibility, take a look at Circle K and other convenience retailers that have started using delivery services. Testing the viability of delivery through third-party services instead of building your own service from scratch, which would be a significant investment, is a good way to start. Many c-stores are adapting their strategies right now to serve customers and shape the customer experience to cope with what they face today amidst COVID-19 and prepare for what comes next. Several operations have added mobile ordering and curbside pickup to comply with social distancing regulations, such as from Vroom Delivery. It supports c-stores and helps them serve their communities during this global crisis, giving retailers a much-needed solution to help fight this pandemic and give customers a safe alternative for buying essentials.

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According to NACS, in 2019, overall, wage expenses increased 7.2 per cent, and hourly wages for full-time employees reached $11.75 per hour and $10.83 per hour for part-time. These figures are expected to increase even further in 2020 as many convenience retailers announce hourly wage increases and bonus pay for frontline employees during the coronavirus pandemic.

Managing inventory and product placement

Workforce Optimization

It is difficult to rely on historical data right now to optimize your workforce. However, insight into your sales, and how customers are purchasing right now can help c-stores take into account point-of-sale, workforce scheduling, and other data to help you decide how many employees you need to make food and serve customers at any given time. Systems should be able to help tailor a workforce schedule based on transaction-level data, too. According to NACS, in 2019, overall, wage expenses increased 7.2 per cent, and hourly wages for fulltime employees reached $11.75 per hour and $10.83 per hour for part-time. These figures are expected to increase even further in 2020 as many convenience retailers announce hourly wage increases and bonus pay for frontline employees during the coronavirus pandemic. Also, the workforce might shift its focus, helping to deliver foods or essentials, working on curbside delivery, stocking inventory or even working early shifts due to store operation time changes. There are still a lot of unknowns as we move through 2020 and into 2021, and there is no modeling or historic data that can provide us with a crystal ball about the future right now. But, we can certainly take the real-time data and initiatives we are implementing now to create a new set of data tools to address our current situation and new reality.

The right solution will help facilitate inventory management by breaking down items into individual components, so stores know exactly what it takes to plan food preparation and avoid spoilage and waste. In addition to adapting their foodservice model, c-stores are also adapting their in-store merchandise Drew Mize serves as executive vice strategies to mitigate the losses theyâ&#x20AC;&#x2122;re president and general manager of ERP seeing in other areas such as fuel (fuel is Solutions at PDI. He oversees global down around 35 per cent year-over-year). product management for all retail C-stores are also focusing on product and wholesale solutions, portfolio placement in the store. Why? Basket- convergence and hardware technology. level spend is up nearly 14 per cent year- Prior to PDI, Drew was with Pinnacle over-year because people are now stock- for 11 years, serving multiple roles ing up and purchasing more and larger and was president at the time of PDIâ&#x20AC;&#x2122;s pack sizes per trip to prevent potential acquisition. Before Pinnacle, Drew was exposure. So, since retailers know people vice president of TMI Services, Inc. of are making fewer trips (down nearly 30 Fort Worth, TX for 10 years, where he per cent year-over-year) but are purchas- led the convenience store technology ing more with each trip, some c-stores division. He earned his B.B.A. degree in are moving large package items (i.e. bulk marketing from the University of Texas at Arlington. size) towards the front of the store.

3 2 / M AY J U N E I S S U E

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By Chris Ketchum

Will People Really Avoid Businesses with Dirty Restrooms? You Bet They Will. It’s well known that poorly cleaned and maintained restrooms, regardless of facility type or industry, can damage a business’ ability to attract and retain customers. But does that really extend to gas stations and carwashes? The answer may surprise you. Research shows that 45 per cent of consumers will go out of their way to avoid gas stations with a sub-par restroom experience – so much so, there’s even an app for that! GasBuddy, the app that tracks gas prices across the country, allows users to rate restroom experiences, too. According to the retail trends analyst at GasBuddy, gas station brands are paying attention: the reputation of gas station restrooms has improved in the past three years. Cleanliness ratings have improved six percent since 2017. The National Association of Convenience Stores has weighed in on this issue too, citing that roughly one in five convenience store customers use the bathroom (18 per cent) when they come inside a store and that the shopping experience begins the moment they leave the restroom. A clean restroom sets the stage for a positive experience, where a dirty, poorly supplied restroom discourages food or drink purchases and hastens departure. In the wake of the COVID-19 pandemic, customers’ expectations and concerns about the cleanliness of public restrooms will only increase. Gas stations and carwashes need to see restrooms as a significant threat – or potential benefit – to their bottom line. Those that do can turn 3 4 / M AY J U N E I S S U E

WandaNEXT™ provides real time, actionable data that enables facility managers to solve restroom cleaning problems before they become customer or tenant complaints.

risk into opportunity, leveraging their approach to restroom service and maintenance as a key point of differentiation, and a reason for customers to visit again and again. Raising the bar

Start by developing a basic, daily restroom cleaning, disinfecting and supply replenishment protocol, training employees on how to clean the restrooms properly and safely. Then ensure that routine checks, ideally once an hour at least, are completed to clean and restock restrooms as needed. A basic daily cleaning process should include:

1. High Dusting > Moving in a counter-clockwise direction, dust all fixture (lights, vents, etc.). Dusting in one direction saves time. 2. Emptying Trash and Refilling Supplies > Empty trash bin replace and tie liner > Refill supplies 3. Spray Toilets and Urinals > Spray inside and outside of toilets and urinals > Allow the appropirate dwell time for the disinfectant to work properly

The right stuff

Choosing the right restroom cleaning products, good quality soap, sanitizer and paper supplies, and offering convenient amenities such as hand lotion, feminine hygiene products and mouthwash will create restroom spaces customers appreciate. Consult your sanitation product supplier for recommendations as to the right combination of products, pack sizes and dispensing formats to balance the need for quality, cleaning efficiency and cost effectiveness. From mops and buckets to disinfectant cleaners and paper and soap dispensers, the right choices make cleaning jobs easier and faster – with better results. Safety first

The importance of personal protective equipment for employees who clean restrooms and other areas of your facility cannot be stressed enough.

4. Clean Sinks and Counters > Clean counters faucet and sinks using disinfectant cleaner > Spot clean high-touch surfaces including wall partitions kick plates and light switches 5. Clean Mirrors and polish Chrome > Using a different cloth or paper towel, clean mirrors and light fixtures with glass cleaner > Polish chrome 6. Scrub toilets and Urinals > Scrub inside toilets and urinals using bowl swab and flush > Wipe outside surfaces moving from top to bottom, using a new cloth and paying particular attention to seats, and underside of bowls and urinals 7. Deodorize > Spray odour control product 8. Sweep and Mop Floor > Start from the furthermost point from the door and sweep toward the door > From the furthermost point from the door, damp mop toward the door. Pay particular attention to area below toilets and urinals > Place wet floor signs

The importance of personal protective equipment for employees who clean restrooms and other areas of your facility cannot be stressed enough. Protective gloves and eyewear will ensure their skin is not damaged by caustic cleaning chemicals and prevent splashes from injuring eyes. Gloves will also protect employees from harmful pathogens. Gloves should be single use, and employees should be taught to properly remove and dispose of gloves after use so as not to contaminate themselves or the freshly cleaned space. They should then wash their hands thoroughly and dry with paper towel, using the towel to open the restroom door as they exit. Looking ahead

More and more, ensuring that cleaning protocols are in place and documenting compliance with them is going to be an important part of how businesses that serve the general public are evaluated and rated. It may also be adopted into health and safety pass/fail evaluations in businesses where food is prepared and served, as cleaning and disinfecting procedures are examined closely in the wake of COVID-19. Chris Ketchum is a national account executive and sanitation expert with R3 Redistribution. For more information on developing a sanitation supply program, he can be contacted at chris. ketchum@r3redistribution.ca. 3 5 / M AY J U N E I S S U E

By Angela Altass

Greeting Card Resurgence Underway The greeting card industry has undergone some really big changes over the last five years but they are still a great fit for convenience stores, says Ron Cumberland, owner, Northwest Greetings.

“I would say that the biggest change has been the introduction of discount cards sold at dollar stores and similar locations,” says Cumberland. “This took a big bite out of traditional card sales but at the same time created an opening for smaller card producers offering more artistic and edgier designs. With this shift, we are seeing card sellers carrying fewer, but higher quality, cards.” Annual retail sales of greeting cards are estimated between $7 and $8 million, according to the Greeting Card Association. The most popular everyday card-sending occasion is birthday, followed by secondary occasions that include sympathy, thank you, wedding, thinking of you, get well, new baby and congratulations. As a non-perishable product that takes up relatively little space and

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Annual retail sales of greeting cards are estimated between $7 and $8 million, according to the Greeting Card Association.

carries high margins, greeting cards are attractive to convenience stores, says Cumberland, who advises stores to avoid old-style in-line card displays in favour of spinning floor ones. “Unless you want to remove all the cards at least a couple times a year to give the card channels a good cleaning, I would go with a spinning floor display,” says Cumberland. “The in-line wall displays are dust collectors. The spinning displays also come with optional castors, which makes moving the display around for repositioning or floor cleaning a breeze.” Northwest Greetings has been in business for over 25 years and Cumberland says their cards have proven to be a good fit for smaller stores. “We have tailored our business to meet the needs of smaller, independent retailers that larger companies typically overlook,” says Cumberland. “We offer three lines of cards and work with our customers to select the perfect mix of styles and categories. As an independent distributor, we can offer service terms that are

“Right now, the trend is towards smaller cards, generally made with thicker, eco-friendly FSCcertified paper and cute illustrations with messages that connect, inspire and trigger emotional responses,” says Maureen Stern, owner, Moki Greetings.

flexible and responsive to the needs of small businesses. For example, new customers are usually surprised when we tell them we have no minimum orders, which I think is a first in our industry.” Convenience stores tend to be where people will go to purchase a last-minute card, says Audrey Drake, photographer and greeting card designer with Audities Photos and Cards, noting that more variety is available in greeting cards today than ever before. “My cards are attractive and unique,” says Drake. “I have cards with photos as well as many cards with charming vintage illustrations. They are inexpensive but of very high quality and are very suitable for convenience stores.” In January, The Schurman Retail Group announced that it was closing all Carlton and Papyrus stores in North America and yet their cards are still available for purchase elsewhere. “Carlton Cards is the number one greeting card company in Canada,” says Tammy Barrett, director, marketing and trade development, Carlton Cards. “Our products are available in over 6,000 retailer locations nation-wide and will continue to be sold without any interruption at many stores.” Over the last few years, operators in the greeting card industry have grappled with the advent of paperless substitutes, says the 2019 IBISWorld Inc. market research report Greeting Cards & Other Publishing

in Canada. Consumers’ growing use of e-cards, or electronic greeting cards, has constrained demand for traditional greeting cards and postcards, says the report. In response, greeting card publishers, such as Hallmark Canada Inc. and American Greetings Corporation, have offered digital greetings with a monthly or yearly fee for unlimited e-cards. Northern Cards expanded into e-cards in 1999 but it is not a part of their business today, says Jean-Paul Michael, publisher, Northern Cards. “We were quite ahead of our time at that point,” recalls Michael. “But, over time, the novelty of that type of communication wore off. For example, I currently have 49,000 unopened e-mails in my in-box. That sounds absurd but it’s the truth. Something handwritten is the novelty now. There’s a sincerity to that and millennials are reconnecting with the authenticity of paper cards and I think that’s where the industry growth is coming from.” Michael says Northern Cards are a good choice for convenience stores because they give the stores an 85 per cent margin. “There’s nothing else they are selling that is going to give them that kind of margin,” he states. “We have some distributors but for the large part we are dealing directly with store owners. We have cut out the middle men. The store owners can go onto our website and buy

an assortment. The transaction goes through Amazon and it is delivered right to their store. It is a huge switch for us to embrace the new economy and work with Amazon. The advantage is that they get the product to people faster. We had a 13,000-square-foot warehouse and the costs were astronomical compared to the economies of scale that Amazon brings to the table. I know it’s not necessarily the most popular platform with retailers but that’s how we can offer them these margins.” Peter Doherty, executive director of the Greeting Card Association, feels that the effect on the industry directly coming from e-cards has been somewhat overblown. “The percentage of cards that are purchased that are considered e-cards is actually quite small,” says Doherty. “It’s hard for electronic media to match the impact of a well-chosen greeting card with just the right message and the right look being received by the recipient at just the right time.” The last six or seven years has seen an explosion of new material and new content in greeting cards, says Doherty. “Greetings are all over the map now and are trying to really mirror culture as much as possible,” says Doherty. “Greeting card companies are tackling subjects they never would in the past, but you can also still find the sentimental water colour and flowers card, if that is your style.” 3 7 / M AY J U N E I S S U E

Millennials are moving into that 30’s timeframe and millennials are actually now buying more cards by dollars than Baby Boomers

The average age of a greeting card buyer is somewhere in the 30-60-year range, states Doherty. “If you start thinking about it, millennials are moving into that 30’s timeframe and millennials are actually now buying more cards by dollars than Baby Boomers although Baby Boomers are still buying more in terms of units,” says Doherty. “Millennials are not just purchasing cards, but in many cases, are starting some of the new card companies that are coming out with new innovative lines.” Some cards are more of a keepsake than just a regular greeting, says Doherty. Roses Without Thorns products are an example of this souvenir style greeting card. “My pop-up cards are complex and unique,” explains Link Tong, owner, Roses Without Thorns. “My cards are unconventional and the price range is higher than regular cards. I market them 3 8 / M AY J U N E I S S U E

with the intention that they are pieces of art, meant to be kept and displayed. Sometimes, I have limited edition cards with serial numbers on the back; they are collectibles.” Statistics show that the average American household buys about 30 cards each year, says Tong, who adds that people aren’t just looking for simple cards anymore. “I have been making cards all of my life,” he says. “In the past five years, I’ve seen many kinds of cards. I’ve seen some cards with seeds inside so you can plant them.” People are often taking more time to shop around for greeting cards, says Queenie Best, owner, Queenie’s Cards. “If someone needs a quick birthday or thank you card, a convenience store is the perfect place to pick one up,” notes Best. “I design all of my greeting cards in our Toronto studio. They are printed locally and we also source our envelopes

and sleeves in Ontario. Convenience stores are not the target market for a lot of my cards but if a collaboration would give me the opportunity to create new products specifically targeted at convenience stores, that would be fantastic!” Sharon Krushel, who has made her own cards since she was a child, started DonaBona Cards in 2010 because she wanted to promote Canadian photographers and artists. Krushel says she is open to working with new merchandisers, especially in tourist locations and rural areas as her products have historically sold well in such spots. It is important to have someone who will oversee cards at the store and will keep track of which ones are selling well, she adds. The greeting card landscape is very competitive, says Maureen Stern, owner, Moki Greetings. “Right now, the trend is towards smaller cards, generally made with thicker, eco-friendly FSC-certified paper and cute illustrations with messages that connect, inspire and trigger emotional responses,” says Stern. “Overall, the industry has seen a resurgence in demand for traditional paper greeting cards versus digital cards. The reason for that is simple; paper cards are tangible and engage the senses. They trigger our emotions in a memorable and impactful way whereas digital cards are a fluid medium – we may like receiving them in the moment but we forget about them just as quickly. We don’t keep them. We keep paper cards as they symbolize a nostalgic moment.” For retailers, greeting cards represent an excellent potential revenue stream with very little risk or downside, says Stern, whose cards feature bold, modern illustrations of iconic Canadian characters. “Greeting cards are easy for the retailer to display and are easy for them to order,” she notes. “Order minimums are generally quite low, making the investment virtually risk-free. Convenience stores could test the market with a few authentically Canadian lines and see how they sell. I’m sure the results would be most favourable.”

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By Carter Hammett

The Automated C-Store With the recent introduction of unmanned retail outlets like Amazon Go, automation and robotics are ushering in a whole

new era for retail. When Amazon Go launched its first cashier-free convenience store in Seattle back in 2016, many thought it spelled the death of the convenience store as we know it. That might sound a little extreme but think about it: Vending machines have been in use for decades. Most gas stations use pay-at-the-pump technology. Many big box retailers ranging from Sobey’s to Shopper’s Drug Mart to Canadian Tire are using self-checkout technology to reduce wait times in checkout lines. Heck, even libraries are starting to get into the act. Slowly and gradually, more and more automated concepts are being introduced into the Canadian c-store environment. Some pundits see this as the beginning of a step toward complete automation.

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Not so fast says Trend Spotter Consulting’s Marion Chan. “I think automation’s coming whether we like it or not,” she says. “It’s still light years away but Canadians are resistant to that kind of change and are still not onboard with it yet.” They won’t have a choice. Early last year the C.D. Howe Institute released a study, Risk and Readiness: The Impact of Automation on Provincial Labour Markets. In it, author Rosalie Wyonch determines the readiness of workers to adapt to AI and technological shifts on a province-by-province basis. Not surprisingly, provinces with greater economic diversification like Ontario, Alberta and B.C. fared well, in part because, says Wyonch, “occupations that require low levels of adaptation in the tasks performed and do not require subtle human interactions—for example, bookkeepers, motor vehicle assemblers and services station attendants—are easier to automate. The provinces most susceptible to technological change

“Automation is inevitable,” says Chan, “and the cashier’s role is diminishing. You might see their role becoming more maintenance-oriented,” she suggests.

include workers living in Saskatchewan, New Brunswick and Newfoundland. “In principle, occupations with high skill requirements where humans still outperform computers, are impossible to automate,” says Wyonch. For the uninitiated, Amazon Go stores sell every day, commonly-used items ranging from salads to toilet paper to grocery items. Consumers scan an app to enter the store, obtain what they need and depart. Scanners and ceiling sensors track what’s purchased and automatically charge the shopper’s credit or debit card. Shoppers even obtain a record of how long their shopping excursion took, since Amazon alerts purchasers of time spent in-store. As of this writing Amazon Go currently operates stores in Chicago, San Francisco and Seattle. But the concept is starting to catch on throughout the States and Europe as well with companies like AiFi negotiating hi tech deals with convenience store chains in countries like France and Poland. Automation isn’t new to the Asian market. China’s been the leading the boom for several years now, with stores

like EasyGo, Bianlifeng and Take Go making strides. One of the most popular stores is Bingo Box which made its debut as a partnership between Auchan and Bingo Fresh last year, while in trials since 2016, which would make it slightly older than Amazon Go. With over 300 locations across China, BingoBox is growing rapidly. Consumers use a QR code which is scanned at the store’s entrance. Once all your items have been collected, purchasers place their items on a checkout counter that uses image recognition technology to calculate the cost and charged to WeChat or Alipay. If you run into trouble, human support’s available via video link. When ready to depart, customers have to scan another QR code to leave the premises. “The challenge with the Amazon Go model is that it favours younger consumers,” says Chan. “There’s still a large chunk of the population who don’t trust putting apps like Apple Pay on to their phone. “Also, while boomers have lost a lot of strength in the economy, they still hold significant spending power. The Canadian way seems to be saying, ‘hold on we still need human interaction.” That said, it’s still not clear if occupations central to the c-store experience, like cashiers, are heading the way of the dodo or if their roles will simply change and energies will be channelled into other areas of productivity like inventory for example. “Automation is inevitable,” says Chan, “and the cashier’s role is diminishing. You might see their role becoming more maintenance-oriented,” she suggests. Another darker technological horse is starting to penetrate the industry as well. More and more larger retailers are looking at robotics as a viable cost-cutting options. Indeed, a 2017 KPMG report, Robocalypse Now predicts that with initiatives like inventory control machines and smart chat technology in various stages of testing, robotics will change the face of retail. But before you start to think the c-store apocalypse is upon us, consider a few things. Early in 2019 CBC News identified three Canadian Tire stores that scrapped their self-checkout machines, declining to comment other than to say that each store is independently operated by an associate dealer who decides what checkout method works best for its customers. But consumers took to social media outlets like Twitter to make their feelings heard about the machines’ lack of user-friendliness and perceived threat to cashier jobs. That feeling was echoed by US grocery chain PCC Community Markets, which also began removing self-checkout systems this year. Chan believes that, compared to big box stores, c-stores, with their relatively smaller inventories, lend themselves quite well to automation. “Technology is going to impact the overall retail experience,” she says. “It’s going to be interesting to watch how are interactions with stores are changing.” Carter Hammett is a Toronto-based freelance writer and editor. 4 1 / M AY J U N E I S S U E

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By Sean Sportun

When we hear the phrase human trafficking, most believe it is a distant

HUMAN TRAFFICKING: It’s Hiding in Plain Sight

problem in another country. That it will never touch us personally and that we will never observe this type of activity in the communities that we live. Human trafficking, is not typically perceived to be a problem in Canada, however it has become an increasing concern across the country. If asked, the average Canadian would say they’re horrified that human trafficking exists – but are relieved that they live in a country where things like that don’t happen. After all, Canadians are widely known as being nice, right? This isn’t the kind of place where men and women entrap young teenagers, then move them from city to city, buying and selling them as modernday sex slaves. But, Canada is exactly that kind of place. These misconceptions take over our level of awareness as we move about in our day-to-day travels. What we fail to realize is, one of the most heinous crimes imaginable is happening right here in our own backyard. Our local media have reported shocking headlines like: • October 18, 2016, 32 people charged with 78 offences in Canada-wide human trafficking investigation • April 21, 2017 104 men were arrested “for purchasing prostituted children” in a child sex trafficking investigation that lasted four years • May 30, 2017 A 19-year-old Toronto woman is facing 10 human trafficking charges for allegedly coercing another woman into the sex trade • July 21, 2017 Arrests in human trafficking investigation, man, 26, facing 13 charges and girl, 17, facing eight charges, Police are concerned there may be other victims • October 17, 2019 More than 30 arrested in multi-province human trafficking investigation and most recently • March 2, 2020 Brothers face human trafficking charges after arrests in Ontario The reality is, human trafficking is a growing industry and has evolved to be a multi-billion-dollar business,

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making it the second most lucrative crime in the world, second only to drug trafficking. What’s more concerning is, according to the most recent data from Statistics Canada, 93 per cent of sex trafficking victims within Canada come from Canada. The average age at which exploitation begins is 13; the average age of rescue, if a girl is rescued at all, is 17. These are young Canadian girls of all socio-economic backgrounds, from big and small cities, that are being recruited and forced into sex work. Given the media reports and statistics, it is surprising there hasn’t been a massive public outcry yet. However, this is the kind of problem we’d prefer to pretend doesn’t exist, although that’s getting harder to do.

93 per cent of sex trafficking victims within Canada come from Canada. The average age at which exploitation begins is 13; the average age of rescue, if a girl is rescued at all, is 17. What is human trafficking?

Public Safety Canada defines human trafficking as the recruitment, transportation, harbouring and/ or exercising control, direction or influence over the movements of a person in order to exploit that person, typically through sexual exploitation or forced labour. It is often described as the modern-day form of slavery. Individuals and/or organized criminal networks carry out this type of crime, operating within Canada’s borders and around the world. These traffickers reap large profits while robbing victims of their freedom, dignity and human potential. Simply put, this is a crime against humanity and as an industry, action needs to be taken. The Gas-Convenience Store Industry’s Role

Traffickers and their victims move around in plain sight just like the rest of us and just like anyone else, they visit our gas-convenience stores daily. When transporting victims from one place to another, the trafficker’s goal is to remain undetected, so they do not bring attention to themselves or their situation. 4 4 / M AY J U N E I S S U E

As a result, these individuals will commonly end up visiting our truck-stops, travels centers, gas stations and convenience stores to fuel up on food, gasoline and use the bathroom. Think about it, this makes perfect sense. We are largely a 24-hour convenience operation with quick access to purchase what you need when traveling. Canadian convenience stores, with our network of almost 8,000 locations – along with the nearly 12,000 gas stations across the country, are a valuable partner in the fight against human trafficking. As an industry, we serve more than half the Canadian population each day – which puts our employees in a unique position to disrupt this this criminal enterprise and increase the likelihood that our employees can help victims of human trafficking through awareness campaigns and education. This will no-doubt make it uncomfortable for the traffickers. Here is what you can do: • Implementing a training program is a first step. To be effective, employees need to know three things: what they’re looking for, what to do if they see something suspicious, and what to avoid doing • Have a reporting mechanism for employees to use • Partner with organizations, such as Crime Stoppers • Promote awareness campaigns to amplify the message (ie. signage in bathrooms, SafePlace program) • Maintain a safe haven for community members who need help Circle K Stores – Central Canada

Recognizing the critical importance partnerships play in the prevention of crime and the accumulative positive impact such collaborative actions can have on protecting the vital interests of a community, Circle K Stores Loss Prevention team in Central Canada maintain a commitment to community safety with a focus on crime prevention. Understanding their reach into the community, they have introduced a unique philosophy of Crime Prevention Through Community Engagement that continues to prove successful; which has also been the focus of two Harvard Business Reviews. In 2017, they introduced an employee training component to educate staff on the signs of human trafficking and how to report it through their in-house security hotline. Through their existing partnership with Toronto Crime Stoppers, Circle K utilized their network of store locations across Ontario to amplify human trafficking awareness campaigns. In 2017, they partnered with Peel Regional Police to become the first retailer to implement the SafePlace Program in all their Region of Peel locations. The initiative encourages valued members of the community who are victims of crime who are in need of police assistance to report incidents at businesses displaying the Safe Place decal. This program has since expanded to the City of Sault Ste Marie with that local police service. Know the Signs

Gas-convenience employees know their customers and know what is going on in the community their store resides. Every day, these employees engage in conversations and observe their customers behaviour and, if educated on the signs of human trafficking, they will not only be able to identify strange or suspicious things, but they will know how to report their findings. Indicators that can point to sex trafficking include: • Young girls wearing excessive makeup or clothing inappropriate for their age

• Young girls in possession of expensive clothing, phones, and jewelry with no reasonable means to afford them • Large age gap between male and female with no explanation for relationship • Young girls who are underweight and appear malnourished • Girls whose companion does all the talking for them • High-end vehicles driven by a young male and occupied by young females Community Partnerships – Crime Stoppers

Toronto Crime Stoppers has taken an aggressive approach on bringing awareness to this crime. Through powerful public service ad campaigns, they have created a presence in travelrelated platforms and disrupted the experience to get people’s attention, so as to educate them to identify and report suspicious behavior specific to human trafficking. In 2017, the not-forprofit organization launched their first campaign titled Human Trafficking Often Hides In Plain Sight. The campaign creative discreetly places the scenes and signs of human

trafficking within the patterns of hotel room fabrics, including the wallpaper, bedding and drapes. The initial campaign was quickly followed by second campaign in 2018 titled Speak Out For Those Who Can’t. This campaign creative displayed arresting photos of young women gagged with airline baggage tags, and drove users to StopTheTraffic.ca to learn the signs of human trafficking. Both campaigns included out-of-home placements across the GTA including, transit shelter ads, elevator advertising, TTC digital screens, advertising across Circle K Stores network of locations, and carousel ads on Facebook and Instagram targeting people with travel interests.

These awareness campaigns are aimed to create discussion, educate the average citizen on the signs of human trafficking, let the traffickers know the community is taking action and lastly, to provide the community and/or victims with a conduit to relay anonymous information about this type of crime to the police by calling Crime Stoppers. We need to come together if we are going to stop human trafficking. Community safety is a shared responsibility, working collaboratively as a community we will continue to make a difference in combating human trafficking. See it. Say it. Stop it.

Sean Sportun, ISCP, is the manager of security & loss prevention with Circle K I Central Canada. A business professional with 27 years in the corporate security industry, he graduated from the Seneca College Law Enforcement Program with Honors in 1993 and has spent the last 14 years as the manager, security & loss prevention for Circle K Stores Central Canada Division. He also holds two separate certificates on leadership & management from Queens University and is a certified Level 2 Crime Prevention Through Environmental Design practitioner. Sean is also the chair of Toronto Crime Stoppers and is a current member of the Canadian Association of Chiefs of Police, where he works with law enforcement agencies across Canada on crime prevention, community safety and well-being initiatives.

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By Angela Altass

The Formula for Success in Carwash Chemicals Chemicals are an important part of the carwash business, and the chemistry

Hulsey says that ZEP has been very successful in “bundling their Armor All Professional Extreme Shine Wax, their Rain-X behind the products continues to evolve. Complete Surface Protectant, and their Armor All Professional “The last 10-15 years have seen an Ceramic Seal.” Providing an unsurpassed shine, just waxed feel, explosion of extra service or finishing and extended protection. Carwash owners should take the time to attend industry products that have helped to drive the cost of a top package as high as $25 in trade shows, such as the International Car Wash Association’s some areas,” says Stuart Hulsey, R&D annual carwash show, advises Hulsey. “We all know the show has, unfortunately, had to be cancelled manager technical services, ZEP Vehicle Care. “Along with this increase in the or postponed this year (due to COVID-19) but these shows are great venues to connect with a wide range of industry experts to learn all you can about how to properly balance the Sixty-three chemistry in a carwash to provide a clean, dry and shiny result per cent of each and every wash,” notes Hulsey. “The best advice we can consumers say give is to regularly connect with your chemistry provider, who that the brand should be a well-informed consultant on the most advanced of soap used technologies.” at a carwash Sixty-three per cent of consumers say that the brand of soap is somewhat used at a carwash is somewhat to extremely important in to extremely washing their vehicles, states Hulsey. important in “Carwash owners want to make sure their site, including the washing their product marketing they showcase, the products they use, and vehicles, states their image, stay fresh and attractive,” says Hulsey. “It would Hulsey. help to regularly apply the new product or wash package specials; to regularly update online, printed or on-site marketing materials; and possibly every two years consider more impactful product and service changes. The backbone of the chemical systems, the application pumps, dispensers, and other equipment, could be used for a considerably longer period of time, mostly depending on the maintenance work that has been put into it.” There have been several new, interesting carwash chemistry The Cobra System was engineered and scientifically developments over the years, notes Steve Kelly, Kleen-Rite Corp. proven to give your chemicals that heated 1-2 punch for “Ceramic sealants have been introduced by a number of the the best results possible with the chemicals you’re using. Voted “Most Innovative Technology” at the 2010 NRCC carwash chemical manufacturers,” says Kelly. “These ceramic Trade Show sealants are gaining traction as more people are becoming aware of them. Equipment and systems have been developed average top package price has been a to apply wax in the self-serve bay and ready to use car interior corresponding increase in revenue per disinfectant/sanitizer is available as a step to combat bacteria car. There have also been some creative and viruses.” product bundling ideas resulting in what Challenges are always present in automated carwashes, says the industry refers to as processes.” Tim Taylor, owner, The Cobra System. A process involves a specific combina“We are always trying to design a better, faster, and more costtion of cleaning solutions followed by a effective way to get the job done,” states Taylor. “In bug removal, combination of finishing products that we have learned that high pH chemicals for starting the cleanare sold as a marketing package and ing process works best. Bugs, birds, oils, and wheels seem to be result in an increased average cost per the biggest challenges. On a busy day, you don’t want to spend wash and increased revenue per car, ex- a lot of time using labour to get bugs off and cleaning rims.” plains Hulsey. The three requirements to getting the job done when it 4 8 / M AY J U N E I S S U E

Mark VII MK products

COVID-19:

Adhere to Guidelines

comes to bug removal, says Taylor are chemicals, labour, and equipment. “One of these is not necessary if you use the right chemicals and equipment, and that is labour, he says, adding that labour eats up profits, is not consistent and slows down processing cars on a busy day. “Using a high pH presoak and surfactant helps process more cars per hour. At The Cobra System, we are different because of how our customers apply heated chemicals at the point of application using our heated chemical tire applicators and heated bug towers. Adding some heat breaks down the organic materials much faster and more effectively while neutralizing any acid left on the vehicle surface. For best results to remove any organic materials, the chemical should be applied on areas needed before the car is wetted so the chemical will be drawn in like a sponge. If the car is wetted, there will be a dilution barrier, causing ineffectiveness for cleaning.” When purchasing chemicals, Kelly Maria, key account manager, Mark VII Equipment Inc., cautions against choosing based on price. “A drum cost means absolutely nothing,” states Maria. “One drum could cost $100 and another $200, but if you have to use triple the amount of the one that is $100, then the cost per car far exceeds what the higher priced drum was. Look at usage per car instead of drum price.” Mark VII Equipment decided to get into the carwash chemical business a few years ago and continues to explore new formulas for its chemical line of products. “One product I think is particularly worth mentioning is ShineTecs, which buffs the car with hand waxing quality that really makes it shine,” says Maria. “We have a lot of testimonials from customers who are using it and love the product.” In the carwash industry, it’s always good to have new product offerings to stimulate the customer base and attract new customer opportunities, says Jack Bonow, assistant vice president of sales Canada & Central U.S., Cleaning Systems, Inc. “Most notably over the past several years, carwash chemical manufacturers have focused on protection products,” says Bonow. “The most recent craze has been with ceramics formulated into super sealant and clear coat sealants, providing long-lasting protection and shine. CSI/Lustra has kept pace with these new product offers and often deviated from the herd to create more innovative and advanced technological formulations.” CSI is introducing an innovative super sealant, ProSheild Polymer Protection, infused with CSI’s Apexamer Technology. This product goes beyond ceramics and provides a unique cross-linking or web-like application, giving surface protection from everyday elements and increasing a vehicle’s hydrophobicity, which is the ability to shed water and rain, he states. “Not every carwash chemical is right for every location across the world,” notes Bonow. “Regions and cities differ, depending on seasonal weather patterns, hot and cold conditions, water quality, and environmental elements. In talking about cleaning solutions, these conditions have a dramatic effect on the

The COVID-19 pandemic has changed everyday life, on a personal and professional level, worldwide. “The recent developments with the COVID-19 pandemic have had a profound effect on people’s lives, their work, and how we all live together,” states Stuart Hulsey, R & D manager technical services, ZEP Vehicle Care. “It has also changed if and how we have our car washed and how carwash owners and operators work. Many carwashes have had to close their locations or have changed their operations. These will, in the coming weeks or months, hopefully, be allowed to reopen and resume their businesses.” ZEP is advising all carwash owners and operators to regularly check and make sure they are adhering to the latest Health Canada guidelines as well as local, provincial, and federal communications.

“We have seen operators step up to the many challenges and we are there to help them,” says Hulsey. “ZEP provides Health Canada registered disinfectants that can be used to clean, sanitize and disinfect public and working areas at the carwash locations and these disinfectants could also be used to clean and disinfect the high-touch hard surfaces within cars, like doorknobs, steering wheels, and dashboards.” It is important for both employees and customers to see how committed a carwash is to their health and safety, says Hulsey. “It is essential for all personnel to regularly wash their hands and to stay home when they do not feel well,” he states. “Ownership could make sure all the steps they are taking are very visible to both staff and customers. For example, regularly cleaning and disinfecting frequent touchpoints, such as doorknobs and pay stations, and making sure their location is spotless and inviting. Carwashes should work with their chemical suppliers to get the right products for those jobs.” Hulsey applauds carwashes that have been actively supporting first responders and the transportation sector. “It is very good to see these efforts,” he says. “We are all in this together and we will get through it by supporting each other as much as we can.” 4 9 / M AY J U N E I S S U E

ZEP has been very successful in “bundling their Armor All Professional Extreme Shine Wax, their Rain-X Complete Surface Protectant, and their Armor All Professional Ceramic Seal.” Providing an unsurpassed shine, just waxed feel, and extended protection.

ability for a product to perform. Some products are built to perform better when hard water is an issue, and others are best suited for environmental fallouts from agriculture, industrial, and commercial regions.” Most chemical manufacturers make several cleaning detergents designed for various environmental conditions, methods of application, and types of car washing equipment, notes Bonow. Regarding chemical application or delivery systems, there are a lot of older wash units that could use upgrading, which could make a world of difference in performance, and efficiency states Bonow.

FOR MORE INFORMATION:

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“First and foremost, I recommend an ongoing check of all the backroom pumps and chemical delivery systems,” he advises. “One bad pump can cause poor performance and customer dissatisfaction. There are many efficient delivery systems on the market today that, in the long run, can save the operator money and improve customer satisfaction.” Whether it’s a tunnel, in-bay, or selfserve operation, it is good practice to regularly evaluate each application function to see if they are performing to expectations, says Bonow. “This is what the customer sees and judges how good, or bad the wash experience was,” he comments. “Steady maintenance can make a big difference and keep repair costs down, but there are times when things wear out or are

Contact your Zep Vehicle Care Specialist, authorized distributor, or visit www.zepvehiclecare.com/AAPCeramicSeal

outdated and need to be upgraded. For example, there are more efficient types of foaming apparatuses on the market now to replace the old-style foam sticks and shower heads.” Bonow also recommends examining chemical lines every few months, those coming from the products to the pumping units and then again out into the bay and replacing old and worn chemical lines with new ones. “Carwash manufacturers, both in equipment and in chemicals, are continuously developing new and improved products to enhance the carwash experience as well as greater efficiencies,” notes Bonow. “If you haven’t done it already, maybe it’s time to evaluate your carwash, your customer base and develop a plan to upgrade where needed.”

By Meline Beach

Carwash Dryers

Move air. Save money. Make profit. Nowadays, the bestselling carwash dryer is the one that is more…. more

quieter, more durable, more energy efficient, more powerful than before. Carwash owners and operators are looking for affordable solutions to keep their business operational and profitable with the least amount of effort required. What is needed is a turnkey solution that addresses their pain points. Noise and water are the two biggest challenges for most carwash businesses, according to Art Stephens, owner and president of International Drying Corporation. In his 39 years of industry experience, water has since been reclaimed and recycled, but the noise level remained an issue, especially as more carwashes moved into residential neighbourhoods. Until now. The Chicago-based corporation has always been focused on sound reduction and their latest innovation, called the Stealth Drying System, is the quietest of their lot. Stephens, who spent two years with an engineering firm to design this stateof-the-art dryer, claims it is the quietest, most powerful, energy efficient, open bay drying system in the world. “We designed the Stealth model in an actual sound chamber to measure noise levels. Without requiring a sound absorption wall or insulation barriers, we’ve lowered sound levels by 25 to 30 decibels, dropped energy levels by 40 per cent in electrical consumption, and increased air pressure with options ranging from 15 to 100 horsepower,” says Stephens. “What used to take 200 horsepower to dry a car, we’re able to do with more air but half the power, less noise and lower energy costs.” Since its launch to the market three years ago, the company has installed triple digits around the world. If an operator is not looking to install a new carwash system but upgrade elements of it, Oasis offers a viable solution that doesn’t require a complete overhaul. According to Cameron Bohannon, regional sales manager at Oasis Car Wash Systems, the real star of the Oasis line of dryers is the Adapt Drying System, for its compatibility with any manufacturer’s touchless or soft-touch In-Bay Automatic (IBA) setup. 5 1 / M AY J U N E I S S U E

“The Adapt Drying System features its own self-enclosed drying bay where an electronic sensing and positioning system instructs a vehicle to park to allow the system to make multiple drying passes over the vehicle,” says Bohannon. “Not only does the Adapt’s design allow for greater quality control with variable speeds, but it also enables higher throughput by allowing two cars to be processed simultaneously. When one car exits from the wash into the drying bay, the next car in queue can proceed into the wash.” This, of course, would enhance speed of car flow and reduce wait times. But ultimately, what Oasis offers the carwash market is flexibility, offering a high-quality drying system that would be compatible with their existing equipment, which includes features that are typically reserved for tunnel operators, such as tire scrubbers and tire shiners, but geared to 24/7 low labour IBA stations. Energy efficiency through motor control is AutoVac’s value proposition with its ultra durable AutoDryer system. Part of AutoDryer’s efficiency success is in the way it’s built. Its entire anti-rust cast aluminum housing, including impellers, outlasts and outperforms plastic-based competitor products and its DyerIQ advanced power management and motor control centre ensures maximum energy efficiency. “We can move more air with less amperage then any other dryer/blower in the marketplace,” says Wes Taggart, chief executive officer at AutoDryer/AutoVac. “The impeller is 100 per cent aluminum and a hydrofoil, so there are no right angles, every edge is curvilinear, thereby reducing the load on the impeller and motor, thereby using less amps.” AutoDryer’s motor control centre, which applies a soft start to every cycle versus a full load amp spike, allows the operator to set parameters for different types of vehicles. For example, larger vehicles, like trucks are easier to dry because they are closer to the blower exit nozzles which allow more air pressure to be placed on the vehicle. A truck that is taller may achieve the same drying result at 3000 RPM, versus the standard 3600 RPM. This custom control capability would achieve some RPM savings that could then be redirected to a smaller vehicle that is further away from the blower exit nozzles, at 4000 RPM, in order to achieve the same level and quality of drying as a big truck. “As operating and start-up costs continue to rise, especially in these uncertain times, I believe the industry is looking for long-term and reliable cost saving solutions,” says Taggart. “Our reliable equipment with state-of-the-art motor controls have the ability to preserve the lifespan of carwash equipment and ultimately enhance an operator’s return on investment.” Alex Pittman from Mikiz Pittstop Car Wash & Dog Wash in Lunenburg, Nova Scotia chose the LaserWash 360 from Maritime Car Wash for his IBA system. The local supplier, which installs PDQ systems, offered a turnkey solution for Pittman’s multifaceted carwash business. As an automotive enthusiast, he admits it was slightly more expensive than other options in the market, but feels confident in choosing a premium quality product.

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“The LaserWash 360 is the most high tech, modern option that is touchless and uses lasers and sonar to detect the shape and size of cars,” says Pittman. “These dryers do an excellent drying job compared to other models that tend to run out of time before fully drying a vehicle.” Averaging approximately 40 cars a day, the only maintenance that Pittman has had to perform to date is a periodic check to ensure nothing has gotten caught in the fan. As dryers have the highest demand on electricity, which is the highest cost to the business, Pittman has the ability to select different options for drying time and thereby modifying the cost for the carwash cycle. During colder months, Pittman automatically increases the drying time by 15 to 20 seconds as a courtesy to his customers. “Quality equipment is an investment that will attract a loyal clientele over time,” says Pittman. “You get what you pay for and if you do it right, you’ll have customers for life.”

Quality equipment, chemistry and warranty are key elements to carwash dryer success. With numerous products in the market, it’s imperative to identify the right solution for a carwash operator’s business needs and location. While initial capital costs may create a short-term burden, having a reputation for a quality carwash will build a loyal customer base and achieve stronger returns in the long run.

Meline Beach is a Toronto-based communications practitioner and frequent contributor to Convenience & Carwash Canada. In addition to freelance writing, Meline provides communications and public relations support to businesses across Canada. She can be reached at www. mlbcomms.ca. or email info@mlbcomms.ca

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ALL IN AT #THEPEI

Exhibit space still available. Registration and housing opens in May. SUN

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By Meline Beach

Pet Washes – an Untapped Market Lather, Rinse, Repeat Profit Potential

You don’t have to look far to see somebody walking their pet or playing fetch at the park. You might

channel provide to customers and their vehicles, only a few retailers have tapped into this market and provide to their cuseven notice a pet store on your commute tomers’ pets as well. According to Phillip Cooper, chief execor catch a pet-related commercial within minutes of watching television. Animals utive officer for iClean Dog Wash, North are integrated in our lives as a member and South America, society is favouring a D.I.Y attitude, as more consumers seek of the family. According to the Canadian Animal out experiential activities. As a result, Health Institute, the Canadian dog he believes the do it yourself pet wash population has grown from 7.6 million business is exploding. Having installed in 2016 to 8.2 million in 2018. Almost 10 units in Canada over the last four two thirds of all households in Canada years, with double digit growth each year, have a pet – of that, 41 per cent have at Cooper says that a pet wash unit, typileast one dog. With statistics like this, cally used for dogs, helps increase custhere’s no denying that the pet industry tomer foot traffic at convenience stores is a booming multi billion-dollar mar- and carwashes. “We make dog washing fun,” says ket. And, while the convenience and gas

Cooper. “Some of our models feature a 32-inch flat screen TV and touch pads, as well as offer 30 different languages to choose from and 40 celebrity impersonated voices to talk customers through every step of the process.” The European-based company has been in the carwash industry for 100 years. Ten years ago, they expanded their product range and launched the dog wash system that quickly became the industry standard. With 17 models to choose from, iClean dog wash units are made from aircraft-grade stainless steel and are suitable for indoor or outdoor environments. Curtis Wailing of East Hill Esso in Prince Albert, Saskatchewan is happy with his iClean dog wash station. As 5 5 / M AY J U N E I S S U E

Mikiz Pittstop Car Wash & Dog Wash in Lunenburg, Nova Scotia

owner since 2004, Wailing renovated “The self-serve his carwash gas station three years ago dog wash and intentionally included a new dog appeals to wash unit. customers who “We’re located in a residential area don’t want where many people are seen out walk- to spend an ing dogs,” says Wailing. “I thought it extravagant would be a good idea to include this amount of time feature as an extra revenue stream for or money on our business.” a dog spa and Despite the initial investment of are comfortable $35,000, Wailing hasn’t had any regrets with washing as he’s noticed it has brought new cus- their pet tomers to his location who otherwise themselves, might not have come. without having “We’ve seen an increase in traffic year to deal with the over year since we installed the dog mess at home.” wash unit,” says Wailing. “Once people get familiar and the area is clean and they like what they see, they come back, not only for a dog wash, but a carwash and gas too.” While he admits he could have gone with a less expensive model, he’s happy with his choice and appreciates the fun features of the TV screen and celebrity voices – Arnold Schwarzenegger being his favourite. Alex Pittman, owner and general manager of Mikiz Pittstop Car Wash & Dog Wash in Lunenburg, Nova Scotia has a doggy wash station in his brandnew facility built in 2017. The family owned and operated business includes a Laser 360 Autowash, a self-serve hand wash bay, and a K9000 doggy wash station, along with specialty automotive cleaning and detailing services. “We offer a range of services to fit all

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East Hill Esso in Prince Albert, Saskatchewan incorporates an iCean dog wash station.

customers’ car and doggy wash needs,” says Pittman. “Our mission is to provide a higher level of services to customers with modern equipment and with a classic feel.” After extensive research, Pittman decided to go with Furever Clean for its dog wash system based on its self-sufficiency and simplicity. The British Columbia-based company is the Canadian distributor for the K9000 Self Serve Dog Wash system, which was first launched and manufactured in Australia in 2005. A dog owner himself, Pittman is pleased with his purchase and hasn’t experienced any issues to date. “I was looking for something that would be easy to install, simple to use and would require little maintenance,” says Pittman. “Furever Clean offers a great warranty and exceptional customer service.” With very little marketing effort beyond a simple sign out front of his building and a couple of posts on his company Facebook page, Pittman averages five dogs a day. The opportunity to cross sell his services to new customers is what Pittman finds most appealing. “Have a doggy wash station is a value-added service offering that brings people closer to my business,” says Pittman, whose dog wash unit is located indoors in a separate heated section of his carwash building. “The self-serve dog wash appeals to customers who don’t want to spend an extravagant amount of time or money on a dog spa and are comfortable with washing their pet themselves, without having to deal with the mess at home.” Pumps and Pressure Inc. also installs dog wash units. In the last five years, the Edmonton, Alberta-based company installed 12 dog wash stations, primarily at carwashes across western Canada. Darcy Ray, operations manager and carwash sales has been working in the industry for 25 years and says dog washes have been trending in recent years at the International Carwash Association and Convenience U CARWACS show. “The market for dog washes in Canada is still new,” says Ray. “With a small competitive landscape, the opportunity to provide this value-added offering to C&G customers is huge.” For an investment of approximately $20,000, Ray believes a retailer can recover their costs within five years depending on the amount of sales the dog wash generates. And, with a lifespan of 15 to 20 years, a dog wash unit could be a complementary revenue stream for any c-store or gas station owner. Furever Clean advertises a quick rate of return on their

website. Based on an estimate of 60 to 70 dog washes a week, Furever Clean believes the average return on investment can be in as little as one to one and a half years. That’s at a calculation of $510 per week, $26,520 a year. This calculation does not take into consideration increases in the revenue of any existing businesses, given that the dog wash station is likely to have a positive effect on overall revenue. Furever Clean also offers a lease option to retailers who prefer not to make the capital investment up front. Location is also a key consideration as to whether a dog wash would offer additional value. Convenience stores or carwashes located in residential areas, near a dog park or other community amenities are more likely to draw foot traffic than if located in a commercial or industrial area. Easy installation within a few hours, a pet wash station requires approximately 10 by eight feet with access to a water source and floor drain. On average a full wash costs anywhere from $10 to $15 and can last for 10 minutes to 20 minutes. In all instances, the dog wash station features four cycles: shampoo, conditioner, flea treatment, and blow dry. Each manufacturer includes a disinfection cycle to clean the tub, ideally before and after each use. Some complementary offerings are deemed a best practice. For example, Pittman offers free towel service, a dog treat machine and a hand wash station for his customers. While his dog wash station is open year-round, Pittman sees greater use on sunny days and during warmer months of the year.

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In terms of innovation in this category, Tony Wiebe, operations manager at Rockyview Industries Inc. thinks that an automatic tub cleaning and disinfecting system incorporating in the functionality of the dog wash would be ideal. The western Canada-based company has been in the carwash industry since 1992. Their experience with installing and servicing the K9000 dog wash station has been positive. “The dog wash station is fully automated, is easy to maintain and doesn’t require dedicated staff to manage it,” says Wiebe. “Fees are collected through coin, credit/debit card or note reader, the water temperature is pre-set as are all the solvents. The only routine maintenance required involves disinfecting the tub, cleaning out the drain filter and topping up soap levels as needed.” A pet wash station is one way to stand out from the competition. C&G retailers can build greater loyalty with current customers who are pet owners and attract new ones as well. Not just a novelty, a pet wash station is a simple way to generate revenue using a lather, rinse, repeat formula. Meline Beach is a Toronto-based communications practitioner and frequent contributor to Convenience & Carwash Canada. In addition to freelance writing, Meline provides communications and public relations support to businesses across Canada. She can be reached at www.mlbcomms.ca or email info@mlbcomms.ca

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Forecourt Insight

Hanging Hardware Quality and Reliability Are Essential In keeping fueling sites operating during coronavirus crisis By Ed Kammerer

Never before has the proper understanding and use of the word essential been more, well, essential. Canada’s coronavirus-related

shelter-in-place and social-distancing orders have turned the country into a land of essential and non-essential functions. Among the class of services that fits solidly into the essential category is retail fueling. The reason is obvious: medical professionals, emergency first responders, freight haulers and operators in any other industries that are essential to maintaining the health and well-being of the populace, need to perform their jobs without interruption. This means that the retail fueling stations that enable them to fuel their vehicles are a vital cog in ensuring that these people get where they need to be when they need to be there. Additionally, fueling sites that offer a convenience-store component can serve the grocery and supply needs of the general public. Therefore, it is essential that all retail fueling and c-store facilities continue to operate flawlessly during this time of crisis. Combining Quality and Reliability

OPW 14-Series Nozzles

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In general, to keep drivers coming back to a fueling site, retailers need to deliver on their promise of a quality experience – both emotionally and functionally – every time a nozzle is placed in the vehicle or the c-store is entered. Making people feel good about your site is the emotional side of your brand. Making sure your fueling equipment is always operating properly, hassle-free and performs as expected is the functional side of the experience. Keep in mind that your dispensing system, and in particular your fueling nozzles,

represents the most frequent handshake you have with your customers. Ensuring that you are always delivering a quality, reassuring handshake begins by having the best equipment at this critical customer touch point on the fueling island. Therefore, it is important to note that the only time a driver has a truly memorable experience with a fuel nozzle is when it fails to perform as expected; in this case, the memorable experience is a negative one. With this in mind, the goal should be to minimize any negative events by specifying high-quality hanging hardware (nozzles, breakaways, swivels and hoses) that helps ensure the a trouble-free fueling experience whenever possible. Using equipment of the highest quality would seem to be a no-brainer for fuel retailers, but quality equipment can have a higher initial purchase price than low-quality alternatives. This often forces the retailer to choose between quality and initial cost, with the lessexpensive equipment maybe making the most sense at the time, but over the long term it can turn out to be a costly mistake. That’s why we recommend the high-quality option as the initial purchase; it can be more expensive up front, but over its lifetime, that initial expense will be more than made up by reduced maintenance, replacement, cleanup and downtime costs. At a time when equipment breakdowns and bagged fuel nozzles are even less desirable, knowing which of the high-quality hanging-hardware components is the best choice is also extremely important. An aid to the retailer in this area is third-party certification. Specifically, Underwriters’ Laboratories Canada (ULc) notes that: “As regulations evolve and expand the demand for additional types of fuel, manufacturers and fueling stations will need to stay up-todate on what requirements they need to comply with and how they can adapt to meet the shifting marketplace demand.” With that in mind, ULc tests fueldispensing equipment for both reliable performance and serviceability, along with compatibility with the ever-growing menu of gasoline, diesel and alternativefuel formulations that are finding their way to the forecourt. Realizing that reliable hanging-hardware performance must go hand-in-hand with fuel dispensing compatibility, OPW Retail Fueling, Smithfield, NC, USA, has developed hanging hardware kits (also

referred to as hose kits) that feature hanging hardware that has been tested for reliability and third-party approved for use with specific fuel formulations. These kits can be configured to meet the needs of very specific fueling operation parameters, from basic 3/4-inch nozzles, swivels, breakaways and hoses to 1-inch high-speed truck-stop nozzles, swivels, breakaways and hoses, and the new dripless nozzles that have begun to enter the market. Conclusion

In summary, retail fueling sites that outfit their dispensing islands with hanging hardware that is of the highest initial quality and that has also been third-party tested for performance and fuel compatibility stand the best chance of staying operational. It is this

trait that will allow the fueling site to meet the needs of the essential medical personnel, first responders and freight haulers, whose abilities to perform their jobs efficiently and effectively cannot be compromised in the least during these trying times. So, with the world turned upside down, know that OPW and our distributors continue to work tirelessly to provide reliable products to keep everyone safe and healthy and on the go as we work through the challenges created by the coronavirus crisis. Ed Kammerer is the director of Global Product Management for OPW Retail Fueling, based in Cincinnati, OH, USA. He can be reached at ed.kammerer@ opwglobal.com. For more information on OPW, go to opwglobal.com.

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By Mel Kleiman

The Most Important Decision You Have to Make Before You Reopen: Who Do You Bring Back? Over the last six weeks, you have been forced to either close your business down completely or, in even the best-case scenarios, cut way back. You’ve made many of the toughest decisions in your entire business career, maybe in your entire life. Maybe you had to let all your employees go. Now, as you start to think about what things will look like when you’re back in business again, is a once-in-a-lifetime opportunity to push the restart button and come back better and stronger than ever: 1. When it comes to your employees, bring back only the best – period. You’ll need to run lean and mean, so each and every one of them must be an A-player you can count on to do their job with excellence while following the systems and procedures that make protecting public health their A#1 priority. Why? Because that’s what it’s going to take to make your customers trust you enough to return. 2. When it comes to the tasks that need to be done, now’s the time to find better, faster, cleaner ways to do them 6 0 / M AY J U N E I S S U E

(and to consider if they even need to be done in the first place). Now is the perfect time to streamline systems and redefine responsibilities. Let’s face it, when it comes to cleanliness, public health and customer service, good will no longer be good enough. To have any hope of winning back your customers’ confidence, business as usual will mean your people, products, services and location will need to be cleaner and safer in every obvious way possible. It is not the fast who beat the slow or the big who beat the small. It is the focused and the flexible who beat the unfocused and the inflexible. P.S. Now is one of the best times that ever existed to hire star employees as untold numbers of them have filed for unemployment.

Mel Kleiman is the founder and president of Humetrics and can be reached at 713-771-4401, info@humetrics.com

What’s New

DeanHouston/Exhibit Logistics Helps Slow Spread of COVID-19 and Keeps Local People Employed By Producing Reusable Face Masks With Large-Format Digital Printer

CINCINNATI, OH – DeanHouston, Inc., a leading full-service, business-to-business, integrated marketing communications firm, recently announced the decision to convert the company’s Exhibit Logistics large-format printing capabilities to include the manufacturing of washable, double-layered, cloth face masks. The reusable face masks were made to help slow the spread of COVID-19 for essential businesses where employees have exposure to the public or coworkers, and to help keep local people employed. “A large number of our clients have been deemed essential manufacturers, and we have come to learn that securing these masks has not been an easy task,” said Dale Dean, CEO and founder of DeanHouston. “We realized very quickly that with our industrial-sized digital textile printer we had the capability to quickly mobilize and fulfill an emerging need to help keep people safe and help slow the spread of this pandemic.” The Centers for Disease Control and Prevention has recommended the use of face coverings in public areas where social distancing measures can be challenging. Recent studies have shown a significant number of individuals with coronavirus can be asymptomatic, making the use of facial coverings an important recommended practice for maintaining and controlling viral transmission. Exhibit Logistics, a division of DeanHouston, is a full-service trade show production company with grand-format textile printing capabilities, and is leading the effort to produce

these personal protective equipment (PPE) materials. The company quickly converted its grand format dye-sublimation printer and entire facility to begin fullscale production of various types of reusable face masks. Company logos or any number of designs can be printed on the face masks. Masks are available in multiple styles and designs, including double-sheet cotton cover; single sheet polyester cover with single sheet cotton barrier and filter pocket; or single sheet polyester cover with double sheet barrier and filter pocket. Multiple filter types (not included) can be inserted into the filter pocket. Exhibit Logistics is also producing face shields that have bewen assembled using the CDC-compliant process. The company’s face shields include a forehead guard with thin-gauge and a flexible PVC outer shell and soft foam insert. On the company’s face shield, there is a head strap with a one-size-fits-all adjustable Velcro design for long wear and maximum comfort. The face shields have been constructed using these lightweight materials, approved by the Food and Drug Administration (FDA), to provide full facial coverage without sacrificing wearer visibility or impeding communication. For every 10 masks DeanHouston produces, one mask will be donated. With every order, companies or individuals purchasing masks have the option of designating them to health care workers and those caring for others in need at hospitals, nursing homes, retirement communities, other health care facilities or first responders. Minimum orders of 500 masks are being accepted at this time. For more information on the masks or shields, please contact Tyler Houston at 740-646-2914 or tyler.houston@exhibitlogistics.com. For more information about DeanHouston, please visit deanhouston.com.

Rentokil Adds Disinfection Service to Help Businesses with COVID-19 Containment and Control  Company launches environmentally-safe program to disinfect after confirmed cases of Coronavirus or preventative cleanings CONCORD, ON -- The threat of Coronavirus (COVID-19) continues to loom over North America as many people transmit the virus before even showing signs of the illness. As businesses deal with the risk of unknowingly transmitting the virus on surfaces, disinfection and awareness have become paramount. To help businesses with the essential need of disinfection, Rentokil, the third largest pest control company in North America, launched a new disinfection service. The disinfection service is ideal for businesses implementing precautionary cleaning, those required to perform disinfection before reopening and for businesses with confirmed cases of COVID-19.

“We have experienced a high demand for disinfection services in our Canadian market,” said Steven Tsambalieros, president of Rentokil Canada. “Businesses are not only grappling with the changes in demand, but they are trying to figure out how to keep their customers and employees safe.” Each Rentokil disinfection service starts with an assessment of the facility to identify any high-risk areas. The certified specialists will determine the level of disinfection, protection and service, and will wear specialized protective gear while conducting the service. In cases where there has been a COVID-19 exposure, the specialists will set up a special staging area to put on and remove this protective gear to further protect the facility. The specialists use a wide range of tools to treat the area with advanced Liquid Dispersal Technology, which creates extremely small disinfectant droplets to treat hard contact surfaces and inaccessible areas. The fast-acting formula inactivates pathogens in 10 minutes, including COVID-19, SARS, MRSA, E. coli, salmonella and more. The Natural and Non-prescription Health Products Directorate (NNHPD) authorizes this disinfectant for use against SARS-CoV-2, the coronavirus that causes COVID-19. The environmentally-friendly and non-harmful formula also has added benefits of leaving no harsh fumes, visible residue and eliminates odors. “We understand that every business is different, and it is important for us to understand each unique facility, process and business needs to determine the correct level of disinfection,” said Tsambalieros. “Our main goal is to help businesses protect their employees and customers and provide that peace of mind.” For more information on the disinfection service or to set up an appointment, please visit Rentokil.com/ca.

LSI Industries Launches New HighPerformance Gasoline Canopy Fixture

LSI Industries (NASDAQ: LYTS) said today that it has launched a new high-performance, highly configurable LED light fixture for gasoline canopy applications. The company’s new Scottsdale SCM luminaire is manufactured in America and gives petroleum station owners more illumination options when considering the photometrics, architecture and size of their facilities. Ideal for both new and retrofit construction projects, the new canopy light is designed to be surface mounted and features a sleek, modern appearance and a low profile. 6 1 / M AY J U N E I S S U E

NACS Acquires Fuels Market News

ALEXANDRIA, Va.—NACS has enhanced its role in the fuels retailing and marketing space by purchasing Fuels Market News LLC, a provider of fuels-related news and information for the downstream petroleum industry. The deal closed May 1. Fuels Market News joins the already robust NACS portfolio of fuels data and information, including the Fuels Institute, which provides objective analysis of the transportation market; the NACS Fuels Resource Center, which presents the most relevant fuels information in one convenient location; the annual NACS Consumer Fuels Report, which delivers fundamental knowledge about how consumers behave and how the fuels retailing industry operates; and a longstanding partnership with the Oil Price Information Service (OPIS) to ensure the most credible data is available to NACS members. Fuels Market News includes a contentrich online news website (www.fuelsmarketnews.com), four weekly e-newsletters and a quarterly print magazine, which reaches fuel marketers (wholesale and retail), retail dealers, convenience stores, terminals, truck fleets, fuel suppliers, service and lubricant distributors. “NACS is excited to expand our fuels data and news offerings to our members by bringing Fuels Market News into the fold,” stated Erin Pressley, NACS vice president of education and media. “Convenience stores sell approximately 80 per cent of the motor fuels purchased in the United States, and our industry’s fuels sales reached $395.9 billion last year. Clearly, the importance of fuels in all its forms will remain a critical part of the industry for years to come, and NACS will be there to help the industry evolve.” Fuel sales are also important to earning trips inside the store: 52 per cent of gas customers say they also go inside the store, according to a 2020 NACS consumer survey. “Seven years ago, we published our very first issue of Fuels Market News. It is with a bit of a heavy heart that I am leaving the publishing business, but I believe that NACS will be a great home for our publications,” said Gary Bevers, Fuels Market News co-founder and publisher. He further stated: “With NACS’ broad market reach, communication services and research platforms, I know they will serve our loyal readers well into the future.” Long-time fuels media veteran and Fuels Market News co-founder Keith Reid will continue as the brand’s editor. Reid brings several years of in-depth fuels knowledge and experience from his time at Fuels Market News and National Petroleum News (NPN).

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McDougall Energy’s Retail Team is Now in Alberta

McDougall Energy Inc. is now in Alberta to help customers build and sustain a prosperous fuel and convenience retailing business. By expanding into Alberta, customers in the region can choose McDougall Energy as their trusted Esso branded wholesaler and join a network of over 1,800 Esso branded retail service stations across Canada. “McDougall Energy’s dedicated team in Alberta offers customers a chance to partner with a reputable organization that will help them achieve retail success,” said Paul Meyer, director, retailer business in Western Canada for McDougall Energy. “Our regional team facilitates the process for retail dealer customers, allowing them to benefit directly from the power of the reliable and recognized Esso brand, and the support of Imperial Oil, Canada’s largest refiner and marketer of petroleum products.” McDougall Energy is a privately-owned, Canadian family business that has been serving households, businesses, motorists, and wholesale energy customers since 1949. In addition to owning and managing a network of Esso-branded retail stations and its proprietary pump brand, McDougall Energy is also a trusted distributor and marketer of propane, Esso heating oil, Esso Diesel Efficient and Esso Synergy fuel products, plus Mobil lubricants. Business customers can also rely on McDougall Energy for bulk delivered fuels, lubricants and specialty fluids; wheel-to-wheel and into-equipment refueling; and access to the coast-to-coast Esso commercial Cardlock network. McDougall Energy has been recognized as one of Canada’s Best Managed Companies consistently since 2011. By partnering with McDougall Energy and the Esso brand, retail dealers can grow their business with two industry-leading loyalty programs (PC Optimum and Esso Extra), innovative payment options, and reliable access to meticulously engineered Esso Synergy fuel products. The retail site will also receive the distinctive Synergy Fuel Technology image program to enhance the customer’s experience. With a dedicated and experienced territory manager now in Alberta, individuals interested in partnering with Esso have access to everything needed to start-up and grow. The territory manager will assist customers from the beginning and provide ongoing coaching and advice on how to develop a loyal customer base, operate safely, and maximize profitability. Individuals interested in learning more or making the switch to McDougall Energy can contact Ken Sherring, territory manager, at 403-462-1038, kensherring@ mcdougallenergy.com.

Ad Index 64...................................................................................Aerodry Systems Inc. 27................................................................................ Berbician Royal Foods 11...................................................................................Bulloch Technologies 8..............................................................................................................CICC 45...........................................................................................................CCWC 39.....................................................................................Distribution Regitan 63............................................................................................ Gourmet Chips 30............................................................................................. Gramps Place 53............................................................................ International Drying Corp 20......................................................................................... Keller Equipment 6......................................................................................................... MI Petro 42............................................................................................... Modern Wash 2............................................................................................Mondo Products 59............................................................................................................ OPW 33.............................................................................................. P.D. McLaren 12............................................................................................... P.D. McLaren 18............................................................................................... P.D. McLaren 27.............................................................................................. P.D. McLaren 54............................................................................................................... PEI 19................................................................................................... Waleco Inc. 46, 47....................................................................................... Washworld Inc. 57..........................................................................................................WPMA 24................................................................................................ XpressWash 50......................................................................................ZEP Manufacturing

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