Convenience & Carwash Canada may june 2015 by edge advertising

CONVENIENCE & CARWASH CANADA

MAY | JUNE 2015

Canada’s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash publication

TEAMING WITH BRANDS Retail scores by attaching brand attributes.

CSEXPO DEBUTES IN BC’S LOWER MAINLAND 2015 CARWASH CHEMICAL SUPPLIERS GUIDE EMV UPDATE WATER, WATER – H2O QUENCHES C-STORE SALES THIRST WORKING THE CLOUD AT FUELLING SITES

PM41670539

SELECTING THE RIGHT CLOTH WASH BRUSH

www.core-mark.com

We are passionate about the business We are committed to our Customers. Come see for yourself.

Whether you are an independent retailer or a part of a national chain, Core-Mark offers each of its customers valuable customized solutions and services designed to help you grow your business. We offer resources to help drive sales and profits: • Product Trends & Optimized Offering • Regional Demographics & Space Rationalization • Data Analysis & Competitive Comparison We are committed to providing superior customer service while delivering quality products and value-added resources to our customer.

Alberta

British Columbia

Saskatchewan, Manitoba & Ontario

Mario Molinari

Damian Botteselle

Chris Bayley

8225-30th Street SE, Calgary, AB T2C 1H7 Email: Mario.Molinari@core-mark.com Phone (403) 720-3848

7800 Riverfront Gate, Burnaby, BC V5J 5L3 Email: Damian.Botteselle@core-mark.com Phone (604) 430-2181

99 Bannister Road, Winnipeg, MB R2R 0S2 Email: Chris.Bayley@core-mark.com Phone (204) 633-9244

CONVENIENCE & CARWASH CANADA

Cover Story

Industry & Technology

Instore, Nutrition & HR/Staffing

Carwash Technology

Petroleum Technology

11 09 17 28 46

Teaming with Brands Smart retail attaches itself to positive brand attributes

Choosing the Right Mobile Printer Solution Is your operation achieving its full potential?

Partnering for Performance The WCSA is all about building relationships

EMV Update The new global standard works to reduce fraud

Customer Engagement Made Simple Good relationships mean good business

Six Important Considerations for Selecting Cloth Wash Brushes

Creating Positive Work Environments – Does your business attract or repel employees?

Water Report 2015 Quenching Canada’s thirst for profits

Chemical Equation Our 2015 Carwash Chemical Suppliers Guide

Unattended Fueling and Unattended Convenience Store Retailing Coming to a site near you?

Working the Cloud How today’s fuel sites can harness the potential of Cloud-based technology

Understanding Meter Calibration for Retail Fuel Dispensers

Fuel Storage Containment Sump Maintenance

Upcoming Events May 27, 2015 Western Convenience Stores Association CS Expo Executive Airport Plaza Hotel & Conference Centre Richmond, Vancouver, BC Contact: Andrew Klukas 778-987-4440 andrew_klukas@shaw.ca or Brenda Jane Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com

July 2nd, 2015 6th Annual WCSA Golf Tournament Glen Eagles Golf & Country Club Cochrane, AB Contact: Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com or Brenda Jane Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com

October 11 – 14, 2015 NACS / PEI show Las Vegas, NV www.nacsshow.com November 2 – 4, 2015 Gulf CarWash Car Care Expo Dubai International Convention & Exhibition Centre Dubai, UAE www.gulfcarwash.com

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PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Publisher’s Message

EDITOR Kelly Gray editor@convenienceandcarwash.com

Hello and Happy Spring!

This issue we focus on the upcoming CSExpo. The 26th of May the WCSA will host their annual Networking Event event at the Airport Executive Hotel and Conference Centre in Richmond, BC from 6-9 pm. If you’re a Retail Operator involved in the convenience store industry, retail petroleum or carwash industries and are interested in coming out please send me an email so we can get you registered. Sharon C. Evans will present us with “You are the CEO of your Business”. Engage in this interactive session so that YOU can leave with a Vision of YOUR Business and kick-start the goal setting workshops we have planned to follow so that you can grow your business and succeed! May 27th will be the “first ever” CSExpo being held at the Airport Executive Hotel & Conference Centre from 9:00am to 4:00pm. This innovative event will offer retailers the chance to walk through a fully merchandized convenience store including petroleum and carwash. Retailers will wander through “the store” and can listen to our category sponsors talk about new products and new innovations right in the “store”. With more than 30 sponsoring companies and offering current and relevant mini sessions covering topics such as Temporary Foreign Workers, Social Media and how you can increase your business using Twitter, FaceBook, Pinterest and others, Petroleum, Carwash along with category sessions including confection, tobacco, food service and more there are many reasons to come down on May 27th. Sessions will be held on a rotating basis throughout the day ensuring you won’t miss any. Vendors will be setup to meet one on one with every retailer .to discuss new products and services and how they can add to your bottom line. There will be special draws held the evening of May 26th and throughout the day on May 27th for some very special prizes including a travel voucher and all access pass for two to the NACS /PEI show 2016. Retailers must be present to win. The cost to attend both the 26th and 27th event for retailers is free (two members per store please). Attendance is limited to retailers and sponsoring vendors only please. To register call 204-489-4215 or visit www.wcsa.ca

SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production DIGITAL/SOCIAL MEDIA Eva Chambers echambers@convenienceandcarwash.com EDITORIAL ADVISORY BOARD Ian Burton, P.D. McLaren Limited Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro Leonard Hornstein David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Angela Altass Barbara Bowes Trevina Broussard Mike Buck Jeff Burton Rob Deal Kelly Gray Patrick Jeitler John Murphy Paul Reber 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

Brenda Jane Johnstone Publisher

Come Join a Growing community of Canadian vendors and retailers who are dedicated to making the Convenience, Retail Petroleum and Carwash Industry thrive. www.convenienceandcarwash.com twitter.com/carwashcanada www.facebook-.com/convenienceandcarwashcanada www.pinterest.com/cstore_carwash/

Convenience & Carwash would like to introduce you to our new advertisers. AGI Enviro-Tank page 51 Continental Store Fixture Group page 17 iCon Containment Solutions page 53 InfoNet POS Solutions page 52 Imperial Tobacco Ltd. page 54 North Shore Tobacco page 58 Rothmans, Benson & Hedges page 18 Tank Traders page 22

CONVENIENCE & CARWASH CANADA

Partners in Perfomance CSExpo will include educational sessions for retailers, and the WCSA is planning to cover key topics such as Social Media, Leadership, Foodservice, and what retailers need to know about the new Temporary Foreign Worker Program.

Andrew Klukas and his team at the WCSA (Western Convenience Stores Association) are working hard to create community among the thousands of convenience retail operators in the west. “For us it’s all about building relationships. We’ve been doing government advocacy since the beginning, but we could see there was more needed. We saw that as an Association we had to get closer to our members and this is part of what we are trying to achieve with the Convenience Store Expo,” says the WCSA President, Andrew Klukas, from his Vancouver offices. “We have always sought to get the retailer more involved and now with the CSExpo we think the move is in the right direction." According to Klukas the location is perfect for the first CSExpo. The site is in Richmond, BC (Executive Airport Plaza Hotel & Conference Centre, 7311 Westminster Hwy Richmond, BC), in the lower mainland. “This means we will be drawing on the huge population that is one of Western Canada’s busiest and most densely packed areas,” he says. Klukas suggests that the goal will be to eventually take the CSExpo to retailers in other parts of Western Canada that have not had the benefit of such an event in their back yard. “This will give us an opportunity to share the event with as wide a cross section of convenience retailers as possible.” Klukas remarks that most c-store owners in Western Canada have to travel to distant shows such as one’s in Las Vegas or Toronto to learn about what's new and build their businesses. “By traveling to other centres we can bring the opportunity right to members and save them a lot of time and money,” he says, adding that the entire event is designed to be streamlined, efficient and impactful. In fact, its cutting edge design is unlike any other, more traditional trade shows in Canada. Like traditional shows, however, the CSExpo will include educational sessions for retailers, and the WCSA is planning to cover key topics such as Social Media, Leadership, Foodservice, and what retailers need to know about the new Temporary Foreign Worker Program.

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WCSA and Core-Mark Int’l in partnership with Convenience & Carwash Canada would like to thank our current confirmed sponsors:

C aCATEGORY t e g ory SPONSOR S ponsor

Go l d SPONSOR Sponsor GOLD

JT International approved logo

The colours shown on this page are not intended to match the Pant For accurate colour references please refer to the current editio Formula Guide.

S i l SILVER v e r SSPONSOR ponsor

SPONSOR B r oBRONZE n ze S ponsor

CONVENIENCE & CARWASH CANADA

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

Choosing the Right Mobile Printer Solution by: John Murphy

Senior Product Manager, Datamax-Oâ&#x20AC;&#x2122;Neil

Choosing the right mobile printer may not at first appear to be a critical consideration in the overall operations of a retailer, but functionally inefficient printers that do not integrate well with existing networks and software systems can become a costly obstacle in achieving goals in operational performance, customer service and overall profitability. A mobile printer encompasses far more than just hardware used to print labels. It also includes software that controls the units and integrates their data with enterprise systems through existing networks. To help assure the purchase of the optimum printer system, a thorough survey of day-to-day operational needs, system requirements and functional expectations must be conducted and analyzed before creating product specifications and a request for proposals. Using the survey results, a targeted list of specifications can be created that directly addresses the hardware and software requirements needed to assure easy system integration, efficient management and operational optimization. Know Your Operations

The first step in conducting the survey is to thoroughly understand your operational needs on a day-today basis from functional, hardware and system viewpoints. To determine functional and hardware requirements, the associates on the floor are often your best resource. They know what slows down operations and can provide important input on what features will enhance productivity and the pitfalls to avoid. A perfect example is a retailer who assumed that the smaller the printer, the easier it would be for associates to use. However, the retailer did not consider that smaller printers use smaller rolls of media and have less operational life due to smaller battery size and capacity. While handy to hold, the smaller unit resulted in significant operational inefficiencies. The smaller rolls of media required more frequent changes, and the associates had to change batteries more often because the small capacity battery often discharged before the task was complete. These printer issues translated into degraded customer

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service when the store opened because repricing was not complete, and the associate was still engaged in producing labels and unavailable to assist customers. Gathering input from associates would have revealed the importance of a printer that could complete the task without reloading or exchanging batteries. Another mistake was a retailer who wanted the lightest possible unit thinking it would help associates. However, the lighter one provided significantly less shock resistance when dropped. Since the average company keeps a printer for 6-8 years, durability is an important consideration in overall product life, productivity and cost of ownership. Not taking a factor such as shock resistance into account could prove costly in the long run. Hardware Considerations

TO DETERMINE FUNCTIONAL AND HARDWARE REQUIREMENTS, THE ASSOCIATES ON THE FLOOR ARE OFTEN YOUR BEST RESOURCE. THEY KNOW WHAT SLOWS DOWN OPERATIONS AND CAN PROVIDE IMPORTANT INPUT ON WHAT FEATURES WILL ENHANCE PRODUCTIVITY AND THE PITFALLS TO AVOID.

When examining operational needs and evaluating potential printers, there are four critical factors to consider in maximizing productivity and minimizing costs over the lifetime of the units: • Ease of use – A user interface that is too complicated or not logically constructed will negatively affect productivity and frustrate associates. Always evaluate the user interface on a handheld printer carefully for efficiency and user friendliness. • Media capacity – The more frequently an associate needs to reload media, the lower their efficiency. If associates typically label large quantities of items at one time, look for printers that accommodate larger rolls of media to minimize reloading. • Battery capacity – Like media capacity, if large quantities of labels need to be generated at one time, units with a larger battery capacity should be considered to avoid work stoppage when a battery becomes discharged and another printer must be substituted in its place. • Durability – The unit must stand up to everyday use. Interestingly, experience has shown that handheld printers used inside buildings experience more drops and harder use than units employed in the field. Purchasing a durable unit will help prolong the life of your printer investment as well as boost productivity by minimizing equipment malfunctions from drops.

Printer Management Software

In specifying and analyzing the features of the printer software system, the critical factors to consider are its ability to monitor and manage printers as well as its user interface. Monitoring printers allows oversight of the use and health of each printer. Error messages alert system managers to problems to assist in troubleshooting, which will minimize downtime and maximize performance. Data on individual printers and users allow critical analysis of productivity and performance. Managing printers is a critical function. This provides the ability to add or remove printers from the system and to configure, change and update operating software, parameters and permissions including setting restrictions, user control and security. Look for a user interface that is intuitive and easy to configure A final operational consideration is printer software that provides the ability to build customizable configuration parameters in addition to the standard set provided. This flexibility can be critical in assuring the system’s viability as operations and needs evolve. Integration with Existing Systems and Hardware

Another important factor to consider is the printer’s ability to integrate into your existing business systems and structure. Unfortunately, too many retailers still have a fear of adding new hardware or software because, after expending enormous resources, they worry they will upset their system now that everything is finally working together. However, gone are the days when new printers required the expense and delays of using specialized network coding experts in back rooms to write programs and scripts to integrate printers with existing systems. Seamless system integration is now the industry standard, and new systems no longer have the setup problems of just a few years ago. Today’s printer manufacturers know that their products must allow installation without disruption of operations or they will lose business, even if the product is feature rich. The compatibility requirement includes integration with enterprise systems, ac-

CONVENIENCE & CARWASH CANADA

counting systems, inventory systems, wireless networks, security protocols, specialized applications and existing printers, even those from different manufacturers. An additional important requirement of any potential printer system is its ability to integrate with optional external platforms and services to assist in and enhance the management of print functions. These third-party external platforms and services can offer a host of additional features and functionality to improve printing efficiency and productivity. Typically, an external platform will connect over the Internet to provide a single management console that integrates multiple functions for convenient, fast system control of printer communications, security, setup, upgrades, troubleshooting and data backup. Even if an external platform is not currently being considered, utilizing one in the future may be advantageous as requirements change, so do not overlook this potential when evaluating systems. In addition, always note the printer manufacturer’s outside partners providing external platforms and services. Look for industry leaders with proven software and experience in similar applications and operating environments.

Service

The final consideration is the ability of the printer manufacturer to provide outstanding customer service both during system installation/integration and going forward. Be sure to specify your service requirements both during and after installation, and look for a manufacturer with a good reputation. An ancillary factor is the printer manufacturer’s ability and willingness to provide customized support if requested. If a unique need arises, the printer manufacturer is usually the best resource to modify software or create a new application or report as needed. Look for a printer manufacturer with a broad range of customization experience able to understand your requirements and provide an effective solution. Conclusion

Handheld printers are an important tool in today’s retail environment, and any retailer contemplating purchase of new units needs to consider the operational environment, printer software functionality, user interface, integration with existing hardware and software, and customer service.

About the Author:

John Murphy is Senior Product Manager at DatamaxO’Neil where he is responsible for supporting current Portable Product solutions and setting direction of future product development efforts. For more information about Datamax-O’Neil please visit www.datamax-oneil.com

MAY / JUNE

www.core-mark.com

Core-Mark is designed to simplify your business and maximize your profits. Whether you are an independent retailer or a part of a national chain, Core-Mark offers each of its customers valuable customized solutions and services designed to help you grow your business. We offer resources to help drive sales and profits: Canadian Regional Office Suite 207, 3445 – 114th Ave SE Calgary, Alberta (403) 724-0690

• Product Trends & Optimized Offering • Regional Demographics & Space Rationalization • Data Analysis & Competitive Comparison We are committed to providing superior customer service while delivering quality products and value-added resources to our customer.

We are committed to our Customers. Come see for yourself.

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

Teaming with Brands by: Kelly Gray

Brands convey a lot of messaging that is positive for operators. Could your store benefit from a brand partnership?

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Stores are now more customer-targeted and more service focused than ever and brands deliver an edge operators demand to stay ahead of the competition. Simply, brands offer trust and relevance that can really deliver opportunity to business. Consider that 70 percent of consumers see brands as a highly valued partner in quality product and service delivery.

“ESTABLISHED BRANDS CONVEY QUALITY AND DELIVER POSITIVE IMPRESSIONS. THIS MEANS A TRANSFER OF BRAND INTEGRITY TO YOUR STORE.”

Today's most trustworthy brands have created relationships with consumers through experiences that trigger powerful responses that turn into sales. Mavens such as brand consultants Jim Stengel, former global marketing officer of Procter & Gamble, point to five key points to maximize brand power in your operation. 1 Live up to your promise 2 Design an experience 3 Stay consistent 4 Focus on the customer 5 Make it personal

“Brands create greater exposure for our retail partners who see customers come in for an experience they have come to know and trust,” says Pizza Hut Canada GM, Richard Wallis. He suggests that in business it’s a cumulative effect all about building traffic and then delivering on the service promise. “No one does this better than brands,” he says, noting that Pizza Hut has a $10 billion global presence with locations that are among the most recognized in foodservice.

Today, C-store operators are talking to leaders such as Wallis about joining forces in a scenario where top foodservice brands marry their expertise in non-traditional settings such as a gasbar or convenience retailer. He reports that operators can add a Pizza Hut franchise to their existing stores for an investment starting as low as $125,000 for a 500 sq. ft. floor plan. Royalty structures are also easy and straight forward. “Our Express model has been a success because store owners can leverage their real estate and existing staff to operate the kiosk, making the addition a simple one.” Again, it’s all about building traffic. Here, stores piggyback on the awareness of brands such as Pizza Hut. “Customers come in for a pizza and leave with additional items from the store’s shelves,” he says, adding it also works the other way since some people may come in for a lottery ticket and a cold drink and decide to pick up a Pepperoni Pizza to take home for the kids. Either way, the C-store operator sees an increase in sales. At Core-Mark International brands are big business. “Established brands convey quality and deliver positive impressions. This means a transfer of brand integrity to your store,” says Chuck Arcand, corporate director of Canadian marketing for Core-Mark International. “Let people know you offer brands like Chapman’s Ice Cream or Tony Roma’s rib sandwiches. Put a sandwich board outside and tell the world,” he says remarking that when it comes to foodservice it is essential to

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have leading trademarks behind the service. “Consumers understand and respect brands in food. When they find these brands on the shelves the trust extends to your store. Brands in foodservice deliver credibility and work to make your store a destination.” In BC at Osoyoos’ NK’MIP Corner, a local first nation group saw the value of teaming with a national brand to help make their new store a success. The Osoyoos Indian Band (OIB) looked to Suncor for a partnership that has them now operating the town’s PetroCan station, a 4000 sq. ft. business that is the largest gas station south of Kelowna and the only fueling centre on the east side of town. “We maintain our independence, but get all the benefits of programs from PetroCan,” says GM Art Taylor who tells that this is the band’s second PetroCan. “We went with PetroCan at our Oliver location about eight years ago and saw a growth of one million litres in our sales volume,” he says, remarking that by having a well recognized logo visible from a distance means more traffic from more drivers. “Sometimes when you have an unbranded independent location drivers question the quality of the offering. There can be misconceptions. Brands remove the doubt.” At NK’ MIP Corner Taylor offers six lanes for fueling with dispensers for both diesel and gasoline. Interestingly, the new site has moved the pumps 35 meters from the C-store (25 meters is the typical maximum distance) and made the islands wider and higher to accommodate semis and extra large RV’s. “By having two PetroCan locations we have established an economy of scale where we can move our staff back and forth according to need,” he says, noting that there is a seasonal element to their business that has them servicing just 5000 customers a month in winter while summer trade grows to 25,000 a month with sales of half a million liters in August alone. “We get more business because people want to utilize their loyalty cards for points and people trust the products we sell.”

To enhance the foodservice product in store Taylor went with a locally well known operator called Beach Bum Lunch Box. The operator had been a fixture along Osoyoos’ roadways with their distinctive food truck. Now they are located in the PetroCan site where customers drop in for a full hot breakfast, fast lunch or quick snack items. “People know the folks behind the café and now we see more traffic

because we have more reasons for customers to stop in,” he says. Simply, brands say so much about the operation and create a level of expectation. For those that meet those expectations sales and profits are in the offing. How does your operation meet this challenge?

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by: Trevina Broussard

CONVENIENCE & CARWASH CANADA

CUSTOMER ENGAGEMENT MADE SIMPLE People prefer to do business with people they like. That’s why establishing good relationships with your customers is the key to engaging them and building your reputation for providing great service. Every interaction with your customers is an opportunity to build rapport and that’s what separates good from great customer service.

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HERE ARE A FEW IDEAS TO HELP YOU AND YOUR EMPLOYEES ENGAGE YOUR CUSTOMERS AND EARN THEIR LOYALTY: 1 Avoid making judgments or thinking things like: “She must be in a hurry,” or “He looks like he’s in a bad mood.” Treat every customer kindly. Even if the customer doesn’t return your thoughtfulness, you have made the most of the interaction and engaged them in a favorable way. Customer engagement is all about these seven simple things, but sometimes simple things are overlooked. What else could you be doing to cement lasting relationships with your customers?

Trevina Broussard

is a Humetrics customer service trainer and consultant.

Make them feel welcome.

As soon as a customer is within 10 feet of you, smile. Then, as they approach, greet them warmly. The number one sign that makes every person feel welcome is a smile. Also remember to make eye contact. This signals that you acknowledge them and that they are important to you. Take a few seconds to do this and make them feel you are glad to see them.

2 Make them feel important.

As a customer, have you ever felt unimportant — that an employee did not value your business? Perhaps a person behind the counter asked you, “How may I help you?” in a tone of voice that was really saying “Hurry up!” or “You are an unwelcome interruption.” Or maybe they avoided eye contact and acknowledging you all together? Customers want to feel they matter, you care, and they are important.

3 Remember them.

Make the effort to remember your regular customers, the folks who stop in day after day, by their faces and names. It’s been said that sweetest sound in any language is the sound of one’s own name. Customers like it when you remember their names. I am a very loyal customer of the local convince store around the corner because the person who waits on me most of the time knows my name. I am impressed that out of the hundreds of people she sees daily, she has taken the time to remember me. Customers also like the personal touch that comes when you pay attention to their preferences and habits. If you remember they were going on vacation the last time you talked to them and ask about that as you help them, it will go a long way toward developing a strong relationship. Maybe you notice the customer wears a certain tie or tee shirt every Friday. Ask about it – it will make that person’s day!

4 Be a problem solver.

Always try to solve a customer’s problem immediately. Don’t ever pass it off or sidestep their request. If you can answer their question, get them what they want, or a part of what they want, do so. When you can solve the customer’s problem without any further inconvenience to them, they will be more likely to do business with you again. In this day and age, angry or unhappy customers will quickly take their business elsewhere and may even talk about their dissatisfaction on the Internet.

5 Help them feel Informed.

Tell them about your specials and when you add new products or services. Let customers know what this month’s deals are. Maybe you have a free first drink Friday, two-for-one Powerades, or a complimentary vacuum with a car wash. Let them know!

6 Be responsive.

Delivering what your customers want in the shortest time possible also makes a lasting impression. We all get busy; we have customers waiting at the counter, or get held up tending to another matter. In these instances, acknowledge these customers quickly, tell them you’ll be right with them, and thank them for waiting.

7 Make “nice” a priority.

Say things like, “I’ll be happy to help you.” “Glad you stopped in!” “Good to see you.” More than what they bought, customers will remember how you made them feel.

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Creating Positive Work Environments

“You all deserve a personal pat on the back.” Would you believe me if I said you can literally and honestly “feel” whether an organization has a positive work environment? Yes,

it’s true, you absolutely can! In fact, you may have experienced it yourself without realizing it. For instance, have you ever walked into a company office and found everyone and everything to be silent? Did you notice that all heads were down and no one was talking? Did anyone fail to look up at you when you walked in the door? That’s a sure sign of an unhealthy and perhaps a restrictive environment where there’s probably not an ounce of job satisfaction amongst employees. Next, think about a time when you entered a company and were greeted with a smile? And, although no one was seated at the front desk, did someone quickly approach you and inquire how they could help. Did you get a feeling of welcome, of comfort? Did you get the sense you fit with this organization and wanted to do business with them? Did you want to stay or did you want to go? These are the feelings and sensations I’m talking about. They are very real and they will give you a signal with respect to the culture of an organization. When you get a “sense” of an organization, you are essentially experiencing the personality of the organization, the sum of all of the attitudes, beliefs and norms held by people in the organization. This sense of personality and/or culture has far-reaching implications. It manifests itself in how work is done, how people meet and greet each other, whether they work as a team and/or whether they are smiling. Organization culture also affects the physical being of an organization right from how walls are decorated to the selection of furniture and who parks their car in the spots closest to the building. So, what does a positive organization culture look like?

A strong, positive organization culture consists of employees and management who exhibit a can-do attitude. You would find that communication is more open, ideas and innovation are encouraged and welcomed and employees are treated with great respect. If you stood at the doorway or walked through the offices, you could actually feel a strong sense of positive energy throughout the whole organization. You will instinctively know that the employees feel valued and nurtured. However, the question is; how do you go about creating and maintaining a strong positive organizational culture? Keeping in mind that organizational change takes time, following some of the strategies identified below will help you to start building a vibrant and positive organization culture. Assess your organization – ask your employees what they think about your culture by conducting a quick and easy, online employee satisfaction survey. This will help identify where employees see areas of strengths and challenge in your organization. Use this information to set priorities for improvement and start rebuilding. Engage your employees – involve employees in creating improvements so that they gain a sense of ownership and a sense of personal commitment to the new vision. Employee involvement will also undoubtedly help you to identify potential leaders who can be coached and mentored into higher level leadership roles. In fact, these unique and talented employees can often become your culture champions. Adapt an empowerment leadership style–one of the key job satisfiers is having a sense of control over work. Look for oppor-

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tunities to design or redesign your jobs so that an employee does a whole job right from beginning to end. Employees want to see the results of their work and to feel accomplishment and achievement. Give people responsibility and hold them accountable. Apply positive reinforcement – establishing formal reward and recognition programs works well in supporting a positive work environment, but employees also appreciate a simple thank you and/or a pat on the back. They want to feel valued. Then, when an opportunity arises, celebrate success and reinforce the positive behaviours that help to create a more collaborative workplace. Invest in training and development– encourage employees to become continuous learners so that they can try out different tasks or jobs. Offer inhouse training but also send employees to additional courses. Work with a local college to allow credit for your programs. Help employees learn how to manage change from a personal perspective so that continuous improvement becomes the name of the game.

you can to stay connected with your Create flexibility – another positive workplace environment employees. At the same time, don’t forget attribute is the ability for employees to to celebrate your employee achievements have some sort of flexibility. Think about and to communicate this throughout your allowing flexibility such as different start company. times or coffee break time. Extend this Align human resource practices – flexibility to your benefit plan by offering a positive workplace environment won’t the ability for employees to choose happen in a vacuum. You need to ensure different benefits to more suit the personal that all of your human resource practices are aligned and support the development needs. Deal with issues–no workplace is per- and maintenance of a positive workplace fect, but a positive sense of energy will organization culture. This includes arise when employees see that issues employee development, performance brought to management’s attention are management, employee relations, dealt with in a forthright manner. At the compensation and rewards and recognition. Your workplace environment, its personsame time, training employees on problem-solving strategies leads to more em- ality or culture is one of the most signifipowerment and more employee synergy. cant reasons why potential employees are Finally, attack and destroy negativity in attracted to your organization and a key the workplace as quickly as you can; nega- reason why employees will stay or leave. Retivity can spread too easily and can disrupt view, plan and apply the suggestions above and be persistent in creating and maintainany progress you’ve made. ing a positive corporate culture. Communicate, communicate – employees want to know what is going on in their organization. Help them Barbara J. Bowes is president of Legacy understand the big picture. Hold regular Bowes Group and president of Career Partners International, Manitoba. She is also an author, staff meetings, hold special meetings, send radio host and professional speaker. She can out informational emails—do everything be reached at barb@legacybowes.com

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Canadians Thirsty For Water Water is a growing part of the beverage segment as greater product variety connects with an increased consumer desire for healthier options.

Nestle Waters also produces Nestle Pure Life Sparkling, a no calorie beverage available in five flavour alternatives.

HAPPY WATER PRODUCT AVAILABLE IN WATERBOX PACKAGING THAT IS 100 PER CENT RECYCLABLE AND USES 85 PER CENT LESS PLASTIC. HAPPY WATER IS NATURALLY ALKALINE LITHIA WATER WITH FUNCTIONAL MINERALS.

According to Nielsen convenience store data, the bottled water category has seen close to a 15 per cent jump in retail dollars over the last couple of years. Euromonitor International’s report Bottled Water in Canada notes that retail volume sales increased by three per cent in 2014 to reach 2.4 billion litres. “In 2011, the economy was top of mind with consumers but today it’s health,” says Chrystal Adkins, category manager, Nestle Waters Canada. “As a result, the fastest growing segment of the Canadian beverage sector is water as more Canadians move away from sweetened beverages like juice and soft drinks.” Within the water category, sparking waters grew by 20 per cent last year and is on pace to continue that trajectory because consumers not only want a healthy beverage, they want one that is enjoyable, flavourful and thirst-quenching, says Adkins. Nestle Waters Canada currently has

CONVENIENCE & CARWASH CANADA

According to Environment Canada, the entire bottled water industry uses just 2/100th of 1% of all annual water withdrawals in Canada. Our members’ products are tested at the beginning and end of each production run as well as hourly during production to ensure the product exceeds all requirements. Per capita annual consumption of bottled water equals one 3-minute shower using a standard shower head. According to Plastics Recycling Update, in Canada the recycling rate for PET is over 70% for beverage containers.

140 LITRES OF WATER FOR A CUP OF COFFEE

120 LITRES OF WATER FOR A GLASS OF WINE

75 LITRES OF WATER FOR A GLASS OF BEER

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an 86 share of this segment packaging innovations are with its leading brands Perrier also having an impact on the and Sanpellegrino. bottled water industry. Nestle Waters also produc“There is a new company es Nestle Pure Life Sparkling, called Ice River Springs and a no calorie beverage avail- they have their own fully inteable in five flavour alterna- grated system where they can tives. Perrier Sparking Natural make and decompose their Spring Waters are also now own bottles,” says Arcand. available in five alternatives “They’ve really looked at the while the Sanpellegrino Spar- whole ecological and environkling Fruit Beverage family mental affects of bottled water recently added Pomegranate and are trying to take a stewOrange flavour to its offerings. ardship role.” “There is a new category The bottled water segment now called alternate bever- is certainly growing and that age,” notes Chuck Arcand, has to do with the variety of corporate director of Cana- products that the industry is dian Marketing, Core-Mark putting on the market for conInternational Inc. “Within the sumers, says Jim Goetz, presialternate beverage category dent of the Canadian Beverage there are functional bever- Association. ages, which include vitamin “A lot of innovation is comwaters. This category is really ing on the packaging side,” starting to just explode. We’re notes Goetz. “Most bottled seeing growth year over year water products come in polyof our products going out in ethylene terephthalate (PET) the neighbourhood of 30-40 plastic packaging, which is the per cent.” most recycled and recyclable Ninety-four per cent of the consumer packaging on the bottled water consumed in market today. New innovation Canada is spring water but is making the walling of the new products are starting PET bottles thinner, using less to garner consumer interest. packaging.” TRACE is a pure Rocky MounLeading Brands Inc. has tain spring water infused with started marketing its Happy fulvic and humic ingredients. Water product available in Wa“This rare organic plant terBox packaging that is 100 matter found deep within the per cent recyclable and uses Rocky Mountain plain natu- 85 per cent less plastic. Happy rally turns the water jet black,” Water is naturally alkaline says Martino Campbell, presi- Lithia water with functional dent, Naturo Group Invest- minerals. Happy Water, which ments Inc. “The infusion pro- derives its name from Lithia cess organically forms a bond being considered a natural with vital nutrients resulting mood enhancer, was launched in pH balancing water over on the West Coast a couple of +8.5 that has zero calories and years ago and in response to is full of electrolytes and es- its success, Leading Brands sential trace minerals.” has started building a national As new products, such as distribution for the product. GP8 Sportwater and RE7, “500 ml is the core size in which are geared towards ath- the cooler, however, there are letics, are hitting the market, some consumers looking for a

Ninety-four per cent of the bottled water consumed in Canada is spring water

larger single serve 1 L or multipacks or a WaterBox,” notes Thor Matson, vice president, business development, Leading Brands Inc. “Approximately 35 per cent of consumers drink room temperature water so there is an opportunity to dedicate some warm space to water as well.” Dedicating appropriate space in your store for water products is essential, says Matson. “Out of stocks are very costly,” he notes. “As retailers assess their assortment, they need to provide variety for the consumer. Currently many sections are heavily stocked with processed tap water and lack local Canadian sourced natural spring waters. A good spring water is both alkaline and provides functional minerals.” As consumer interest in packaged water is growing, displays and point of sale (POS) are key category drivers, says Matson. “Homescan data indicates that approximately two-thirds of households are buying water,” says Matson. “Many consumers enter the store looking for a cold beverage without a predisposed brand or product decision, thus a display can drive an impulsive purchase

MAY / JUNE

BOTTLED WATER IS NOW THE SECOND FASTEST GROWING BEVERAGE IN THE CONVENIENCE CHANNEL.

and support inventory needs ticated with their knowledge during peak selling times.” of beverages, says Josh Silver, Mac’s Convenience Stores VP marketing & communicaunderstands the importance tions, UNIQUE Foods Canada of offering variety to custom- Inc. ers. “There are many new wa“As well as single serve, we ter products coming out in offer water in 1L, 1.5L, 4L, 12 terms of packaging and with pack, 24 pack and, in select additions to the water for stores, 18L jugs,” says Dave different effects,” says Silver. Greason, director of merchan- “ACTIVATE water is purified dising & marketing, Western water with vitamins in the cap, Canada, Mac’s Convenience which stay fresh until released Stores Inc. “Water continues into the water. Protein 2o is a to be a growing segment and water with protein in it and we increase our inventory as Aquahydrate is a water with summer approaches.” electrolytes and a PH level With the demand for water of 9+. There are fancy bottles products growing rapidly, in- like that of Icelandic Glacial, dustry experts are expecting a which boasts a glacier-like big summer as consumers be- bottle design that reminds come more and more sophis- the consumer of the fresh, non-polluted water from the glaciers of Iceland. Cocos Pure coconut water has come on strong of late as the coconut craze we’ve seen in the past

continuing to increase in popularity as consumers look for more ways to enhance bottled water, says Hillyar.

“We’ve seen the success with our Powerade Drops and this year we launched Minute Maid Drops, Fuze Tea Drops and new varieties of Dasani Drops,” says Hillyar. “We’ve seen demand increasing for all different formats of water: vapour distilled, reverse osmosis and spring water. Flavoured and enhanced waters are becoming more popular because they add a bit of excitement to water.” Keeping a steady variety of water products in stock can

THE BEST THING YOU CAN DO, IS BUILD A PALLET DISPLAY OF WATER THAT YOU DISCOUNT AND MARK DOWN YOUR MARGINS. little while has settled in for good with the multiple health benefits of the island fruit delivered to the consumer in a sleek 330 ml can.” Bottled water is now the second fastest growing beverage in the convenience channel, says Kate Hillyar, manager, brand & business communications, Coca-Cola Canada. “Consumers are more educated about the benefits of hydration and demand for all formats of water is increasing,” says Hillyar. “So, it’s very important to have both chilled and ambient water fully stocked to suit consumer needs.” Concentrated drops are

keep thirsty customers coming back for more. “The best thing you can do,” says Arcand, “is build a pallet display of water that you discount and mark down your margins on so that you go through a lot of volume and use it as a destination item for your store.”

CONVENIENCE & CARWASH CANADA

MAY / JUNE

SixImportant Considerations

for Selecting Cloth Materials Successful operators like Mister Car Wash build their success on careful cloth choices. In the car wash industry, the “rubber meets the road” at the point where the cloth touches the vehicle. Taking shortcuts on quality or choosing the wrong type of material can quickly drive your business into the ground. You might save money initially, but the cloth will clean poorly, fray, and fall apart quickly. Quality cloth pays for itself in durability and repeat customers. “While cleaning is really a combination of cloths and soap, it’s a lot easier and cheaper to change soap than cloth if something isn’t working, so you have to make the right choices in cloth in the first place,” says Tim Biagi, Manager of a Boise, Idaho Mister Carwash—the largest full-service car wash chain in the United States. While a whole book could be written on the subtleties of various cloths and fabrics, a few quick pointers can serve to remind car wash operators of the basic, but important, elements to consider when replacing their cloths.

CONVENIENCE & CARWASH CANADA

MAY / JUNE

ONE ›› CLEANING ABILITY

In the carwash business, this is “job one.” For general surface cleaning, non-woven fabrics like polyester, nylon or polypropylene strike a balance of absorbing sufficient water/soap solution to clean the vehicle without getting too heavy. For example, the inherent stiffness of polypropylene sometimes prevents access to small nooks and crannies such as found around trim pieces. For reaching into tight quarters, plush materials, like “cashmere-type” cloth, work better. These take advantage of their tufted surface (like the nap on a rug) to squeeze into tight spots. These “tufts” range anywhere from ? inch to one inch—the longer ones reach deeper, of course. Carwash owners still have to be careful with plush materials, cautions Dan Pecora, an expert on cloth materials and founder of Erie Cloth Manufacturing in Chicago, IL—a cloth and detailing supplier to the carwash industry since 1948. Spoken in famed Yankee catcher Yogi Berra-fashion, “Too many is too much,” says Pecora. “For example, some owners go overboard and use 100 pieces of cashmere, but should only put on about 50 on any one piece of equipment. Otherwise the nap absorbs a lot of water and gets too heavy.” An over-saturated overhead cloth like cashmere could put too much weight on vehicles and risk damaging the vehicle. TWO ›› SOFTNESS

Not only does “cleanliness” suffer, but tacky, threadbare, cloths reflect poorly upon your establishment. “One guy had a cloth that lasted 20 years,” recalls Pecora. “I’m sure he was happy about stretching his dollar, but I’m not so sure about his customers.” FOUR ›› COLOUR

Owners interested in branding opportunities can take advantage of cloths that match their logo. While it doesn’t have to be exact, maintaining the same hue helps. Quality counts here, as you want to make sure that the color will not fade through use. “We use blue at three of the Mister Car Washes here in Boise,” says Biagi. “It’s not necessarily a major branding thing for us, but we do want to keep some consistency throughout the entire chain.” Christopher takes a contrasting, but equally valid viewpoint, at his wash. “Anytime I upgrade the cloth, I change the color to make sure people notice,” Christopher explains. “It tells them that I’m constantly improving and keeping my materials fresh.” FIVE›› QUIETNESS

Customer perception is everything in marketing any service, and in the car wash business, customers equate “quiet” with “gentle.” A fast moving, heavyladen cloth loaded with solution will hit the vehicle’s surface louder. If the customer is in their vehicle while being drawn through the tunnel, this can be quite disconcerting. “Quietness is a big factor,” admits Christopher. “Even when the customer is not in the car, you don’t want anything loud on the car; it makes people nervous.” “When it comes to stifling the racket, polyester is your better choice in cloth materials,” says Pecora.

all know that customers want their FOR GENERAL SURFACE We vehicles pampered like a spoiled cat. No CLEANING, NON- scratching allowed. WOVEN FABRICS LIKE Cashmere-type material makes for an idePOLYESTER, NYLON OR al choice, as its “fleeciness” washes cleaner POLYPROPYLENE STRIKE A over metal, glass, plastic, fiberglass and SIX ›› COST making it ideal for curtains and “Some owners just want the lowest price and they don’t BALANCE OF ABSORBING composites other applications. care about quality,” notes Pecora. “Instead, viewing SUFFICIENT WATER/ “When it comes to softness, it’s hard to cloths not so much as a consumable, but as a capital SOAP SOLUTION TO CLEAN beat gentle foam,” says Todd Christopher, gives you a better perspective on getting a good THE VEHICLE WITHOUT whose Classic Auto Wash in Allen Park, asset, return on your investment.” GETTING TOO HEAVY. Michigan handles as many as 20,000 cars a “I also factor service into the cost equation,” says Bimonth. “It doesn’t retain water and it never agi in summation. “All other things being equal, I want gets too heavy. The washing dynamics stay someone who can answer my cloth questions at six in consistent and no swirls are left.” morning. If I have a problem, I can call Erie and talk to a live person who can help me make a choice, right THREE›› DURABILITY then. I also expect quick turnaround on an order, but Operators understandably want their material to not at the expense of quality.” last a long time. But you have to strike a fine balance between getting your money’s worth and jeopardizing For more information, visit: www.eriemanufacturing.com the finish on your customers’ cars. “Some car wash operators want the toughest cloths they can get their hands on so they don’t have to order new ones for a long time,” notes Pecora. “For example, wide-slit hangdowns last longer, but they don’t clean as well as the thin slit.”

by: Rob Deal

CONVENIENCE & CARWASH CANADA

by: Rob Deal

MAY / JUNE

Does The EMV Update Make Your Carwash Site Secure? EMV – The New Global Standard to Reduce Credit Card Fraud

For years, there has been a huge safety net supporting our credit card system. The card issuers, processors, and merchants have been absorbing the losses from fraudulent activity on our behalf. In 2012, the global credit card fraud stood at $11.2billion USD annually, up from $2billion USD in the year 2000 as reported in the August 2013 Nilson report. I find an interesting correlation that global credit card fraud is reported in US dollars, and the largest percentage of the global fraud (47%) occurs in the USA. The credit card issuers and processors want this to stop. By now, most of you know about the EMV liability shift that the credit card processors and card issuers have mandated into the market place. What you may be aware of are the key components that you need to insure that you carefully select the right suppliers to protect your credit network and your customer’s cardholder data. This shift is about financial liability. The issuers want the processors to be liable for the fraud. The processors want the merchant or retailer to be responsible for the fraud, and the consumer just wants the fraud to stop altogether. The liability shift is a way

for the processor and the credit card companies to recover the costs of fraud by charging the non-complying merchant fines of up to $25,000 per credit card transaction that results in a data breach. If you don’t take the recommended steps to protect the cardholder data and the credit card network, you become liable. The EMV liability shift for the Canadian market began with the introduction of the chip-based credit cards. In 2003, this new standard began when the United Kingdom and Europe migrated from magnetic stripe credit cards to chip-based cards requiring a 4-digit pin. Europay MasterCard Visa (or EMV) was created by the consortium of MasterCard, Visa, JCB (Japan Credit Bureau), and American Express in order to create global credit card processing standards. This new type of credit card and payment method helped reduce the credit card fraud by nearly two-thirds within two years. The success of this trial in Europe has encouraged the rest of the world to migrate from the current cards and processing standard to this new format so that the world can be on a single processing platform again.

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The process of EMV migration covers three main areas of the credit card eco-system: 1. Hardware components (credit cards and terminals at retail locations) 2. Software (EMV commands to process chip cards) 3. Payment application (where the real difference occurs for EMV processing and data security). Canada began a voluntary rollout in 2008 to this new system, which became mandatory in 2014. Since the voluntary rollout of this liability shift, Canada has seen the reduction in fraudulent card activity by skimming data from cards drop by more than 72 per cent. The United States is the last major developed country to migrate to the new EMV standards and will start a three-year process beginning this October with the hope that it will significantly reduce the fraudulent activity.

THE UNITED STATES IS THE LAST MAJOR DEVELOPED COUNTRY TO MIGRATE TO THE NEW EMV STANDARDS AND WILL START A THREE-YEAR PROCESS BEGINNING THIS OCTOBER

EMV – Isn’t New Technology

The EMV shift has created a great deal of confusion in the market place. It is very important to understand that all EMV devices and payment applications are not the same. It is possible to adhere to the new standards and insure that you are safe from the fraud

liability, while still having credit card fraud and data breaches on your credit card network. We only need to look at the big box retailer Target to see the consequences of credit card data breach. That data security breach cost Target more than just the fines that they were responsible for – it cost them customers. Target lost long-term customers over this breach because customers feared that their information was not secured. There sales have been negatively affected, and they have had to dig deep into their pockets to get back customers that once were theirs. You need a very thorough understanding of what your hardware supplier and payment application provide in order to understand exactly what you are protected from, not only against the liability of a data breach, but of the other consequences that come with a breach. EMV – A Lesson in New Terminology

The goal of this article is to clear up as much of the confusion as I can, and my intention is to provide you some good basics for your research. The EMV shift has created a new batch of acronyms and we should learn what they mean to retail operations. Since I have already covered the meaning of EMV, let’s add to your terminology

CONVENIENCE & CARWASH CANADA

so that you can learn even more about the payment card industry (called PCI) and be ready to ask your merchant services provider good questions. • PCI SSC – Payment Card Industry Security Standards Council • PA-DSS – One of the most critical components of your payment application is the data security. Make sure your payment application from your processor is on the PCI Security website as an approved application under PA-DSS (Payment Application, Data Security Standard). https://www.pcisecuritystandards.org/ • SRED Compliance – Secure Reading and Exchange of Data. This key part of the payment application tells you if the data that is captured at the point of interaction (card reader) is protected against attempts to decrypt the data, and part of a comprehensive P2PE payment application. • P2PE – Point-to-Point-Encryption. This application of encryption happens at the point of interaction (card reader) to protect cardholder data from detection devices (skimmers). • VP2PE – Validated Point-to-Point-Encryption. This version of point-to-point-encryption is more secure and robust as this version encrypts the data at the point of interaction, and keeps the cardholder data encrypted all the way to the processor, where the processor decrypts the data sends back a validated transaction response. This eliminates the ability for data detection devices to be put in the system to steal cardholder data.

looking for a way to use the Apple Pay capability with their Apple iPhone 6 or 6Plus. Millennials will seek out retailers that will offer this capability. More than 30% of all smartphones in the Canadian market are Apple iPhones. In fact, twothirds of all mobile payments in the US are on Apple devices. In addition, new mobile payment applications are coming fast for Android, Microsoft, and BlackBerry phones as well, so you will need to be prepared to accept this payment functionality in the very near future. You can make sure your car wash customer is safe, secure, and confident by offering them the most secure hardware and a validated and encrypted payment application. Just making the shift to the EMV EMV Card Reader solution alone does not offer the best security for your car wash consumer and your credit card network. Be smart and informed and as the quote from poet Thomas Tusser in1557 suggests, “a fool and his money are soon parted”…don’t be fooled about the shift to EMV because the cost for not being fully informed can be very expensive.

The EMV Summary

The EMV process is not one that is easy, nor is it straightforward. This is a subject that is best digested in smaller bites to get through the details without getting a migraine. The PCI and EMV guidelines for this process are not easy to complete, and the manufacturers of the card reader hardware, along with the payment application software, constantly struggle with changing rules. The suppliers of the POS systems struggle with the insufficient supply of hardware that is certified on the payment application, and the retailer struggles to understand the entirety of the process and what their responsibility is. When evaluating POS/Car Wash entry systems, look for manufacturers that sell equipment that is: • PCI-PA/DSS compliant • SRED Compliant • Validated P2PE payment application for credit and debit card processing • EMV hardware that is PCIv3.0 or later for compliance thru 2021. All this should help you get started on the path to protect your credit card network and customer data, as well as shifting the financial liability back to the processor. After looking at all this information, you should be aware of this next point — Apple has introduced the consumer to a mainstream mobile payment system called Apple Pay based on the NFC (another new term!!!) or Near Field Communications; sometimes known as Tap and Pay or PayPass (a MasterCard product). When Apple Pay is released in Canada, in November 2015, your car wash customers will be

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Chemical Equation 2015’s compendium of leading Carwash Chemical suppliers. When it comes to getting vehicles clean elbow grease and bit of hot water just won’t cut it. Carwash operators turn to chemical companies for the products that make cars and trucks shine. Today’s slate of soaps and degreasers are more environmentally sensitive, less costly to utilize and more effective than ever. The upshot is that these car care products are essential to creating a wash business that generates customer satisfaction and repeat trade. Clean cars mean happy customers and that means profitable business.

Blendco Systems Blendco Systems manufactures and supplies a full line of transportation cleaning products, including formulated power and liquid carwash detergents, patented SuperSat® Custom Detergent Systems and RedRhino® sealants and protectants. Blendco Systems has been providing the professional carwash industry with innovative carwash detergent solutions for more than 35 years. Blendco prides itself on providing excellent service and support to customers with its highly trained carwash professionals and its outstanding network of professional distributors. Blendco professionals work with carwash operators to show just how Blendco products can improve their wash and clean better while saving them time and money. Blendco continues to differentiate itself from the competition by producing only high quality detergents and car care products and by creating innovative approaches to dispensing these products. Blendco Systems is a division of DuBois Chemicals, a leader is sustainable cleaning solutions since 1920.

MAY / JUNE

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Lustra Car Care

Kleen-Rite

Mondo Products Co. Ltd.

Lustra Car Care Products is a division of

With over 50 years in the car wash

Mondo Products Company Limited

Cleaning Systems Inc. an innovator of

industry, Kleen-Rite has become a trusted

has been in Business Since 1970. Today,

high quality products for nearly 40 years.

source for car wash parts, supplies and

they are celebrating 45 years serving

CSI/Lustra has distribution partners

chemicals. Customers benefit from Kleen-

Canadian customers and looking forward

throughout the USA, Canada and 26

Rite’s buying power with some of the best

to the next 45. Mondo Products currently

other countries. Their goal is to provide

prices in the industry. Kleen-Rite is your one-stop shop for car wash soaps, waxes and chemicals. The company suggests that if you are buying from another outlet, you may be paying too much for soap. Check out Kleen-Rite’s Monster Soap Special where customers who buy three get one free till the end of June, 2015. Stock up now on all 5 Gallon self-serve ultra-concentrates. For more information call (800) 233-3873 or visit www.kleen-ritecorp.com

supplies over 75 per cent of the Canadian

each and every car wash operator with products of the highest consistency from which to insure the optimal performance and expectation of their customers. CSI/ Lustra was the first chemical manufacture that clearly understood the challenges of touchless cleaning and quickly became the prominent choice of many car wash operators and equipment manufactures. In the past five years CSI/ Lustra introduced the first of its kind Ultra Concentrated product line with the unique Ultraflex delivery system. CSI/ Lustra continues to bring new chemical products and in-field support to the market in helping operators enhance their customer’s experience and drive profitability. For more information visit: www.LustraBear.com.

market. Mondo supplies a full line of cleaning chemicals for all types of car washes. They also supply and service a full line of car wash equipment. National multi-site operators currently include, Petro Canada (Suncor Energy), Esso (Imperial Oil) and Pioneer Petroleum .

MAY / JUNE

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VEHICLE CARE

Turtle Wax

Warsaw Chemical Co Ltd.

Zep Vehicle Care

Turtle Wax Pro is a brand built on a tradition

Warsaw Chemical Co., Inc. offers Formula

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Foaming Polish as part of the Car Choice®

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build their businesses through partnership

with the durability of carnauba to provide

including Armor All Professional®, Blue

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the largest network of service providers,

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ternationally and throughout the United States. The Car Choice® line includes products for self-service, automatic, and conveyor carwashes. Green Line Solutions™ line of environmentally friendly products is also available. For more information contact Warsaw Chemical Co. Inc. 800-548-3396 or visit: www.warsaw-chem.com.

MAY / JUNE

RECOMMENDED PRACTICES PEI Recommended practices are available in either print or PDF format. ($40 for PEI members/government regulators - $95 for nonmembers.) Combo packages of print and PDF formats are also available.

• Based on thorough research • Written by an appointed committee of industry experts • Undergo an extensive public comment period • Reviewed at least once every 5 years • All titles available in print or as secured PDFs • Online testing offered for all titles RP100 Installation of Underground Liquid Storage Systems RP200 Installation of Aboveground Storage Systems for Motor Vehicle Fueling RP300 Installation and Testing of Vapor Recovery Systems at Vehicle Fueling Sites RP400 Testing Electrical Continuity of Fuel Dispensing Hanging Hardware RP500 Inspection and Maintenance of Motor Fuel Dispensing Equipment RP600 Overfill Prevention for Shop-Fabricated Aboveground Tanks RP700 Design and Maintenance of Fluid Distribution Systems at Vehicle Maintenance Facilities RP800 Installation of Bulk Storage Plants RP900 Inspection and Maintenance of UST Systems RP1000 Installation of Marina Fueling Systems RP1100 Storage and Dispensing of Diesel Exhaust Fluid (DEF) RP1200 Testing and Verification of Spill, Overfill, Leak Detection and Secondary Containment Equipment at UST Facilities RP1300 Design, Installation, Service, Repair and Maintenance of Aviation Fueling Systems RP1400 Design and Installation of Fueling Systems for Emergency Generators, Stationary Diesel Engines and Oil Burner Systems

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Unattended Fueling and Unattended Convenience Store Retailing CONVENIENCE & CARWASH CANADA

What is and what could be coming soon to a site near you.

by Jeff Burton, AGI Envirotank For the past 20 years we have seen two trends drive unattended fueling in Canada. The need

for smaller fueling stations with lower overhead in rural Canada. As large oil companies have followed Canada’s populations to the larger cities they have pulled out of smaller towns. This has created opportunities for independents or wholesalers to move in. Many independents have used unattended fueling as a way to stay in lower volume areas. Then in the last 10 years especially in Western Canada the resource industry has taken a lot of Canada’s labor resources. Finding employees for retail service stations has been difficult. Western Canada has used immigration programs to find employees and many others have relied on extended families.

MAY / JUNE

Unattended fueling and convenience can help retail- SYSTEMS THAT Jeff Burton from AGI Envirotank believes that the ers deal with the above forces. Unattended Fueling is next step in unattended fueling is offering full service USES COMMON at unattended fueling sites. “It is cold in Canada in the well established in Canada. There are numerous vendors INDUSTRIAL winter. Who really wants to get out of their car in the in Canada that have product offerings for unattended ROBOTS THAT snow and wind” states Jeff. Many companies have been fueling. Many unattended fueling systems have been mounted on aboveground tanks. Aboveground tanks are working on robotic fueling systems for service stations WORK WITH not for every site but they are mobile. They are an asset but the early systems have been expensive proprietary REGULAR that can be easily moved or relocated. AGI Envirotank systems that independent retail service stations owners DISPENSING in Biggar, Saskatchewan calls their unattended fueling could not afford. Early robotic fueling system vendors EQUIPMENT station the Ghost Station. Unattended fueling stations had dreams of selling these systems to corporate major AND HAVE A 2 oil companies for a lot of money. The problem is that like the Ghost Station train the general public right at the card lock to meet provincial and national fire codes. YEAR PAY BACK. large corporate companies are conservative by nature This training is time stamped and documented which so the technology has never taken off. There has, howevis better than a lot of manual systems. This training has er, been a new generation of robotic fueling systems that allowed the general public to legally purchase fuel with Credit or use common industrial robots that are affordable. These system can Debit cards. Some system even have cash acceptors but it is not be installed for less than the wages of two full time employees over common because of the security concern of storing cash at an un- a period of two years. Systems that uses common industrial robots attended site. that work with regular dispensing equipment and have a 2 year pay

CONVENIENCE & CARWASH CANADA

back. The robot works by placing a RFID tag sticker on the windshield of your car. This tag contains the location of your fuel inlet and the type of fuel you like. While Unattended Fueling can be found in most provinces in Canada Unattended Convenience Store Retailing is new but within reach. Many national chains like Home Depot and Canadian Tire are already training Canadians with their self-checkout systems. Shelfx has developed a Micro Market that is completely unattended. The system consists of locked vending cabinets, software and load cells. The end user walks up to the vending cabinets and uses their card to open the doors. Once the doors are open they simply take whatever they want out of the cabinet. The software knows who is taking goods from the card access and what they are taking from the load cells within the shelves of the cabinet. Each product has a unique weight within the shelves and the software knows what the purchaser has taken from the weights of the product. For the purchaser it is a transparent system. The purchaser hardly knows the transaction is taking place. From the C-store owners perspective it is good because there are not the moving parts or the waiting time in a vending machine. The closer the experience is to a manned C-store the better. The final stage of a complete Unattended Fueling and Convenience Store is warping all the above in one attractive package. Some vendors place their aboveground tanks in fiberglass boxes to make them look better. Jeff Burton from AGI Envirotank suggests making a building around your tank with Lexan or Polycarbonate. The same material that signs are made of. The building can then be backlit to create a very inviting store front. The building material is inexpensive and easy to update if it ever gets looking old, damaged, or the store owner wants to update their image.

The largest Canadian Owned and Operated C-Store and Carwash Magazine

JUST ASK PETER HOW CONVENIENCE & CARWASH CANADA HELPS BUSINESSES GROW “Convenience & Carwash Canada is one of the most trusted and relevant industry publications available in Canada. The content is always on topic for our industry and that goes a long way in helping our Retailers and Dealers grow and remain competitive in this ever changing industry of ours.” Peter Kilty VP of Retail Operations, Canada Parkland Fuel Corporation

Find out how our advertising partners can help by offering you products, solutions and great advice. Tell us what topics you would like to see at: www.convenienceandcarwash.com

MAY / JUNE

by: Mike Buck, MyTankInfo

How Today’s Fuel Sites Can Harness the Potential of Cloud-Based Technology From Web-based Applications to Data Security, Emerging Technology is Transforming Forecourt Operations as cloud-based computing today, and it is The Internet has revolutionized pretty much influencing almost every major industry, every aspect of modern retail operations including retail petroleum. For the — from the way we purchase day-to-day uninitiated, understanding what the cloud items to the way we transmit critical is all about can be like fumbling your way data. Gone are the days of mechanical through the fog. Here’s a quick explanation: pumps and registers at gas stations. Think of the cloud as a warehouse full of Today’s retail fuel stations and C-stores computers loaded with software, applicadeploy a combination of interconnected tions and data that enables users to rent equipment and applications that rely on One of the benefits of cloud-based applications, including MyTankInfo’s fuel management software only the exact amount of storage space and telecommunications technology to perform shown here, is the mobile access users have to data use they need. Cloud-based systems essential functions, including payment critical programs. center around three main concepts — Inauthorization and fuel tank inventory monitoring. The challenge for retail operators is to stay abreast of frastructure as a Service (IaaS), Platform as a Service (PaaS) and the emerging technology, such as today’s cloud-based services, and Software as a Service (SaaS). Software developers utilize IaaS and to ensure their site is operating in a profitable and secure manner. PaaS to create SaaS programs, which are used by end-users. For example, MyTankInfo, a cloud-driven tank monitoring supplier, utilized a PaaS to design and deliver a SaaS fuel management The Cloud and Retail Fueling What originated as a fundamental concept to simply provide interface to fuel retailers. Marketers use MyTankInfo’s SaaS fuel shared access to computer resources through a large network, management software to monitor the inventory levels in their fuel has evolved into the transformative technology that we know tanks.

CONVENIENCE & CARWASH CANADA

FIVE ADVANTAGES TO CLOUD-BASED SYSTEMS 1 Lower IT costs. Cloud-based systems reduce IT infrastructure, staffing and

energy costs.

2 Mobile management capabilities. Imagine being able to check your site’s fuel inventory from your phone or home. 3 Simple scalability. Expansion is made easier and more cost-effective through the cloud’s unlimited data storage. 4 Reliable data backup and recovery. End users experience a resilient network through a sturdy, redundant architecture. 5 Instant and convenient upgradability. End users’ maintenance burdens are significantly reduced through technological and security upgrades that are

seamlessly deployed. Cloud technology is becoming increasingly pervasive. In its 2015 roundup of Cloud-Computing Forecasts and Market Estimated, Forbes reported that, globally, spending on Service-as-a-Software will grow 21 percent by 2016, reaching $106 billion in revenue. Within the retail fuel and C-store industry, site operators are seeing more and more cloud-based point-of-sale

and fuel inventory management systems being introduced to the marketplace. These cloud-based systems bring many benefits to C-store managers and fuel retailers. Cloud-based solutions are extremely cost-effective and user-friendly. Because a third party hosts the service, cloud-based applications live on the Internet rather than on a local computer or

company server. This enablers users to access interface almost anywhere a web browser is available — PC, laptop, smartphone or tablet. Cloud-based utilities are also extremely scalable, allowing businesses to shift away from large investments in hardware and software to instead pursue “per-use service-based models.” For example, MyTankInfo’s fuel management solution is subscription-based and enables the enduser to choose the service package — fuel inventory, environmental compliance and/or reconciliation — that is right for them. This approach enables retail operators to buy only the services they need. Cloud service technologies also significantly reduce the amount of internal IT resources — both staffing and IT infrastructure — needed to manage a retail fuel site. As such, cloud-based solutions can be particularly attractive to smaller, independent single-store retail operations, enabling them to focus on core business operations rather than ongoing IT maintenance issues.

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what actually there and, during resupply, cause a release as the tank is overfilled (overfill shutoffs should be in place but are not always used). All told, hackers could cause devastating regulatory, safety and financial consequences. Some fuel retailers are reluctant to adopt a cloud-based POS or fuel management solution, fearing the security of sensitive information on third-party servHow Secure Is Your Site’s Data? ers. However, the reality is that traditional Whether operating over a cloud-based hardware-based applications may be more application or a more traditional hardware- vulnerable to attack than cloud-based based application, data security needs to be solutions. For example, many traditional a top priority for fuel retailers and C-Store automatic tank gauge monitoring systems operators. At the 2014 NACS show, Kevin utilize a “fetch/polling” approach, wherein Thompson, a Verizon risk and intelligence a site’s network has an open firewall port to researcher, reported that small retailers allow the monitoring company to retrieve are more vulnerable to data thieves who the inventory information from the autoinfiltrate the computers matic tank gauge. If a moninside POS registers itoring company can get in than any other type of through the open firewall data breach. However, port, so can a hacker. recent research revealed Petroleum equipment that tank-gauging solution providers are equipment also is working to develop more vulnerable to data secure systems. The Mysecurity threats. TankInfo cloud-based fuel Earlier this year, the management solution, for IT security firm Rapid7 In 2012, MyTankInfo developed a example, doesn’t utilize a released findings from cloud-based, hardware-enabled fuel “fetch/polling” approach. research it conducted management software solution. Rather, the hardware about the security of au“pushes” the tank gauge tomatic tank gauge data. After conducting data to the secure/world-class servers of a quick Internet-wide scan of automatic MyTankInfo’s cloud-based application, tank gauges, Rapid7 identified 5,800 ATGs where users access their tank inventory at retail gas stations, truck stops and con- information. Because MyTankInfo’s convenience stores that were vulnerable to nectivity hardware does not host inbound hacks. The research showed that these lo- communication requests for the purposes cations had routers with an open firewall of polling an ATG, unauthorized users are port to an ATG with no passcode securing unable to compromise the security of tank the connection. gauging data. Hackers who penetrate the system via the open port could cause the tank gauge Best Practices for Preventing to malfunction in numerous ways: by lock- a Security Breach ing users out of the tank gauge, manipu- Some small- and medium-sized retail lating critical inventory data to skew fuel operators falsely believe their sites are safe supply levels, or triggering compliance from a security breach because hackers only alarms to shut the system down. Hackers target the “big fishes.” This is a dangerous could alter the inventory data to indicate misconception; today’s data thieves use that there was more fuel in the tank than automated hacking tools to infiltrate as what is legitimately in the tank, causing many networks as possible – regardless of the site operator to order an inventory re- size or type. One security study found that supply short of what he needs, and put him 90 percent of data breaches impact small or her at risk of running out of fuel. Worse businesses. While many smaller fuel retailers and Cyet, the hacker could alter the inventory data to show less fuel in the tank than is Store operators often don’t have the luxury

MyTankInfo’s cloud-based fuel management solution utilizes the more secure “push” technology to transmit inventory information, as opposed to a “fetch/polling” method. Because MyTankInfo’s hardware does not host inbound communication requests, data cannot be breached.

How Secure Is Your Tank Gauge? 1 Does your tank gauge utilize

a fetch/polling approach that requires an open port in the firewall and a static IP address for data collection?

2 Are electronic firewalls

protecting data-sensitive areas of your network?

3 Are strong passwords enabled? 4 What security protection does

your technology provider offer?

The experts at MyTankInfo can help you evaluate the security of your site’s tank monitoring equipment and offer solutions for improving it. Call (913) 951-1493 to learn more.

CONVENIENCE & CARWASH CANADA

of a large technology budget, there are several fundamental “best practices” they can follow in order to help protect their site from a hacker: • Stay vigilant. While PCI compliance is essential, it can create a false sense of security. Compliance with the Payment Card Industry Data Security Standard does not guarantee against intrusion, as several major PCI-compliant retailers who have suffered data breaches can attest to. • Commit to increasing your awareness of current data security issues and review your site equipment’s security protocols. • Institute redundant technologies to create layered barriers. For example, POS systems that utilize encryption and tokenization approaches to data security help to minimize security weaknesses. Each additional barrier creates a new, potentially insurmountable challenge for would-be hackers. • Limit the number of employees authorized to perform administrative tasks. • Keep your site’s technology as current as possible. From initiating measures

to make your POS EMV compliant to installing the latest site controller firmware from your petroleum equipment manufacturer, updated technology is essential. Low-cost cloud-driven solutions make this easier than ever before. Conclusion

While working with changing technology may seem overwhelming at times, it’s a reality of modern retail operations. Thankfully, there are industry resources available, like MyTankInfo, to help. From meeting environmental compliance standards to implementing data security strategies, fuel site or C-store operators who align themselves with trusted equipment and service partners – from certified third-party IaaS providers, to equipment manufacturers and authorization networks – position themselves to best adapt to this changing technology environment in a simple-to-integrate and cost-effective manner.

About the Author:

Mike Buck is Vice President

of Kansas-based MyTankInfo, which delivers fuel management and fuel site monitoring solutions to the commercial and retail petroleum marketplace. He can be reached at Mike.Buck@MyTankInfo.com For more information about MyTankInfo, visit: mytankinfo.com

MAY / JUNE

AGI would like to introduce you to our UNATTENDED aboveground service station. The Ghost Station consists of a DOUBLE WALL Envirotank with a card reader capable of processing CREDIT CARDS, DEBIT CARDS and Private Cards. The Ghost Station will allow you to Reduce labour costs. Permit 24-hour operation. Increase sales volume. Increase net profits.

Aboveground Envirotank The Ghost Station ships as a TURNKEY SYSTEM. Everything required to MEET THE FIRE CODE can be included. (Signs, collision protection, fire extin-guishers….) Once delivered to site the system can be up and running in days. Because everything is aboveground it is an asset that can be RELOCATED if required.

The Card Reader The card reader accepts DEBIT, VISA, MASTER CARD, Discover, American Express, and private cards. Monitor your Ghost Station from any remote PC with a modem. Remotely retrieve sales, change pricing on dispensers, activate cards, deactivate cards and give customers discounts. Export data into your existing accounting system or use the windows software included with the card reader.

by: Patrick Jeitler, Product Manager, Wayne Fueling Systems

CONVENIENCE & CARWASH CANADA

Understanding Meter Calibration for Retail Fuel Dispensers

Over the last century, typical fuel dispensing equipment – more commonly referred to as a gas pump – has undergone tremendous evolution, turning this once simple device into a high-tech machine. Today’s dispenser can not only blend many different grades of fuels from two feedstock grades and securely process credit and debit transactions, but also interface with a variety of point-of-sale systems, connect to the internet, and play media.

MAY / JUNE

Newer meter designs, such as the axial flow meter, eliminate the pistons altogether. Instead, the fuel is pushed through a set of interconnected spindles with very tight clearances between the spindles and cylinder walls.

Yet at its core, the fuel dispenser is a precision measuring device. It is required to accurately measure fuel to at least .005 ml/Liter dispensed while operating at flow rates up to 38 liters per minute. While there are a few ways to measure the fuel to this level of accuracy, the most common type is the piston meter. With this type of meter, measurement of flow is determined by the displacement of each cylinder, representing a known quantity. As fuel pumps through the meter the piston moves back and forth, which rotates the output shaft. The fuel flow has a direct and substantially constant relationship to the rotation of the output shaft. By connecting the output shaft to the pulser assembly, the rotary movement of the meter can be converted into electrical pulses which are counted by the dispenser’s computer. Just like the piston rings in a car, the internal piston seals wear, and the meter loses accuracy over time. This depreciation is what is known in the industry as “meter drift”. In most cases, meter drift causes more fuel to be dispensed than is

calculated – resulting in revenue loss to the retailer. While the loss per meter is relatively small, in sum and over time it may result in several thousands of dollars lost. Websites like www.stopfuelloss.com help calculate lost revenue based on several parameters. Luckily, the meters in a fuel dispenser can be readjusted, or calibrated, to compensate for the wear and tear of the internal piston seals. Measurement Canada, the governing body responsible for developing and administering measurement standards and certifying measuring devices, currently requires a fuel dispenser to have accuracy within +/- 100 ml for every 20 liters of fuel dispensed. Measurement Canada and its Authorized Service Providers inspect all measuring devices intended for use in trade. Inspections are performed before a device is first used in trade, and periodically during its lifetime, to ensure consumer and business confidence in the fairness and accuracy of measurement-based transactions. Inspections are part of a thorough

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process of measuring device evaluation, has to be wet, which is accomplished by fillapproval, and monitoring. (Measurement ing it with fuel and then draining the can for 20 seconds. This process ensures that Canada website, February 6, 2013) So how does meter calibration work? the first reading is the same as all subsequent readings. Next, A certified test CANADA PRESCRIBES A TWO- the service provider measure is used fills the container to validate the acYEAR TEST CYCLE, BUT MANY with fuel watching curacy of the disRETAILERS CHOOSE TO VERIFY the gross and net penser during the THEIR CALIBRATION MORE volumes displayed verification check. FREQUENTLY IN ORDER TO CURB on the fuel dispenser. A test measure is FUEL LOSS, AND CONSEQUENTLY Then he or she stops essentially a rigid fuel flow at exactly REVENUE LOSS. steel container 20 liters gross volwith a graduated ume. The net volume glass tube in which a zero mark on the tube indicates exactly displays the temperature compensated 20 liters. Before calibration may begin, the value. During the calibration test, the techtechnician performing the calibration nician uses a calibrated temperature probe must ensure the test measure is on level and manually calculates the net volume ground, or the reading of the graduated comparing it to the indicated net volume; glass tube will be incorrect. In addition, he thereby verifying functionality of the temor she must take care not to pump too fast perature sensor built into the dispenser. If the test measure reads within 100 ml, once the can fills, or one risks spilling a few drops of fuel requiring the procedure to be the dispenser is within the acceptable standard range as determined by Measurement started over. To initiate the test, the steel container Canada and no further action is required.

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Outside of this range, recalibration is required. Each dispenser manufacturer has different procedures to adjust meter accuracy. Some companies compensate electronically while others require mechanical adjustments. During calibration, the meter must be calibrated to zero, meaning exactly 20 liters. Setting it slightly higher or lower is not allowed under Measurement Canada’s regulations. Once the meter is calibrated, the authorized service provider seals the calibration port with a lead seal. Typically, the meter is tested at both slowand fast-flow rates. A large disparity in accuracy between the two speeds indicates a meter that is worn beyond calibration capabilities and requires replacement. The ideal temperature to calibrate meters is around 15 degrees Celsius. Temperature compensation calculation becomes difficult as the fuel changes temperatures while it flows from the underground storage tank into the calibration can. Extreme cold or heat can cause the metal test container to expand or contract. This causes inaccuracies, which have to be compensated mathematically. Also during the calibration test, fuel evaporation, which varies by temperature, can contribute to less than perfect measurements. The frequency of calibrating fuel meters depends largely on the volume of fuel dispensed through the meters. Piston meters wear down and drift continuously. Measurement Canada prescribes a two-year test cycle, but many retailers choose to verify their calibration more frequently in order to curb fuel loss, and consequently revenue loss. Newer meter designs, such as the axial flow meter, eliminate the pistons altogether. Instead, the fuel is pushed through a set of interconnected spindles with very tight clearances between the spindles and cylinder walls. Without the friction found in piston meters, the internal components are not subjected to abrasion allowing the meter to maintain its accuracy for years instead of months. Furthermore, this new axial flow technology requires 30 percent less pressure, which may yield up to a 20 percent increase in flow rate. The meter helps to reduce the time it takes for customers to fuel their cars, which means they spend less time at the pump. When turnover at the pump is faster, retailers have the ability to serve more customers. And what retailer doesn’t like to have more customers?

by: Paul Reber, National Sales Manager,

CONVENIENCE & CARWASH CANADA LLC 55 Icon Containment Solutions,

Fuel Storage Containment Sump Maintenance. Who’s talking about it?

Fuel storage tank testing, leak detection, monitoring, and remediation have been, and continue to be extremely well addressed in the industry. There are many experts (manufacturers and contractors) in the field that are providing a great deal of information about a variety of solutions to that part of the fuel storage system. Until recently there has been very little discussion about the containment in the rest of the system… the containment sumps under dispensers, in pipe transition areas, and over the tanks for UST and AST’s. U.S. Environmental Protection Agency will likely soon publish a revision to CRF 40 Part 280, which will include a requirement for periodic testing of the entire system, including containment sump fuel tightness testing. Whether driven internally or by regulatory bodies, many fuel storage site owners have begun regular testing and maintenance programs that address the fuel tightness issue. The vast majority of containment sumps at sites in the US and Canada have probably never been tested though, relying more on visual inspections or sensor monitoring to drive any required maintenance decisions.

CONVENIENCE & CARWASH CANADA

lutions that don’t necessarily require excavation and replacement. Also, it is obvious and good to remember that beyond the environmental and regulatory compliance issues, introduction of water into a sump is the most basic cause of equipment corrosion. Eliminating water/moisture in the STP sumps is really corrosion prevention. So, you may be saying now… “I already knew all that. What is the solution?” The options are pretty straightforward generally. (A.) Replace the equipment (sump, fittings, pipe, etc.) with improved designs and materials and installation guidelines; or (B). Maintenance and repair the existing equipment without replacement. I’m going to address maintenance here, since it is the most cost effective option when applicable. Many site owners are becoming more aware of the various solutions to leak problems that don’t require the larger expense and site intrusion of replacement and reconstruction until that is part of their overall plan and budget. As a bridge to replacement/reconstruction, there are a number of very cost effective and successful maintenance and repair product applications for all of the problems mentioned previously, literally from top to bottom. Repeated pumping of water from a sump when the sensors go off or from inspections is not the best solution and never really addresses the cause of the leak, which is the true environmental risk. The maintenance and repairs options we’re going to mention are more permanent fixes to the leak causes. Tank sumps are easier to repair than dispenser sumps just by nature of the size of the access. The challenge in dispenser sumps is the limited access. Unless the dispenser sump is shallow enough that the floor can be reached through the dispenser panel openings, the dispenser must be shut down and removed from the base. The sump riser pipe bracketing is loosened

here is that fitting leaks can be repaired and the pipe risers are pushed to one side in dispenser, transition, and tank sumps or the other to allow a technician to reach without disconnecting pipe and from in for easier access and repair. Although within the sump regardless of the sump this may be a challenging effort on the design, fitting design, and pipe combinapart of the technician, the work is feasible tion. Even when the pipe has an angled or and much less intrusive and costly than offset entry through the existing fittings, excavating and replacement of course. It's repair is possible while leaving the pipe “as a significantly faster option as well. Many contractors are hiring and train- is”. Fitting repairs are generally same day ing personnel specific to this type of main- completed applications. When there is a sump structural issue tenance. And “maintenance” is really the like a crack, seam, or hole leak, the soludefinition of this type of work because tion is dependent upon the severity and there is no structural replacement of the system. All major components remain USING A COST EFFECTIVE HUMIDITY/VAPORin place during the ABSORBING PRODUCT THAT IS PLACED IN THE maintenance action SUMP, THE ENVIRONMENTAL CONDITIONS CAUSING (tank, sumps, and CORROSION ON THE METAL COMPONENTS piping). If surface water OF THE SUBMERSIBLE TANK PUMPS CAN BE leakage into the tank SIGNIFICANTLY IMPROVED. sumps is a problem, then either the mannature of the problem. There are defihole cover or sump lid needs to be made nitely easy solutions for minor issues with watertight. The replacement of gaskets on the use of bonders. For fiberglass and poly covers and lids may be all that is required. (HDPE) sumps, repair bonding applicaThere are also several retrofit watertight tions over cracks, seams, and holes is a manhole covers and a number of retrofit viable long-term solution that can save a sump lid product options available in the lot of money and time over replacement of market. A contractor can generally install the sump where the repair has been deterthese solutions in a single day trip to the mined feasible. If the problem is too severe, site. then replacement may be your only option. For sump entry fitting leaks, which can Most of these repairs require, or are best allow water in and fuel out, the solution is best when the fitting is replaced or re- applied when the sump is dry. Active water leaks in a sump may require that the site paired without disconnecting the entry water table is pumped down sufficient to pipe for obvious reasons. This means that the repair fitting must be split and perma- “dewater” the sump. The sump will need to nently joined over the existing pipe to probe pumped out if water is in the sump of vide a truly fueltight seal in that environ- course. Regarding a high water table issue and leaks, it may be possible and even ment. There are several manufacturers of cheaper and easier to use one of several “split-repair” fittings in the market. Some instant water blocking products to spot are bonded back together with a solvent that makes the fitting solid after just 30- treat the water leak from inside the sump with a foaming water block that stops wa40 minutes cure time. This is a significant advantage in fitting repair. Without get- ter long enough for a dry repair. This apting into specific applications or instruc- proach, when feasible, is generally much less cost than pumping the water table tion on the process, the bottom-line

MAY / JUNE

MANY REGULATORY JURISDICTIONS HAVE ALREADY, OR ARE CURRENTLY MOVING TOWARD STRICTER ENFORCEMENT OF EXISTING “DRY” SUMP REGULATIONS AND TESTING REQUIREMENTS, AND THAT HAS HAD ITS OWN EFFECT OF INCREASING THE NEED FOR FEASIBLE OPTIONS TO GET THE SUMP BACK TO A FUEL-TIGHT CONDITION. down and hauling it away. Regardless, if there is water in the sump at the time of repair, it should be removed and the sump made dry for any “in-sump” repair action. For STP sumps, once restored to a watertight condition (lid, fittings, structure), you can even address the ambient humidity and vapor in the sump that contributes to corrosion. By using a cost effective humidity/vapor-absorbing product that is placed in the sump, the environmental conditions causing corrosion on the metal components of the submersible tank pumps can be significantly improved. Repairs can be very unique to each individual sump as the parts and materials may need to be designed for very specific sizes, designs, and conditions of the sump leak problem areas. But that doesn’t mean that it is overly complicated to get the right solutions. Manufacturers of these products can provide the technical expertise, parts specification, training, and other support to the technicians who take the install these products. There is usually a simple process of identifying the issues through survey and testing, supplying information to the manufacturer, and then receiving the corresponding specifications for the repair. Again, training and certifications are readily available for the installing technicians. Ask your contractor about these solutions. If they are unfamiliar with them, they won’t be for long. Many major testing and service contractor organizations are assigning crews specific to this type of maintenance work anymore. EPA’s testing requirements are going to make sump maintenance a larger issue than it has been in the past. As stated, many regulatory jurisdictions have already, or are currently moving toward stricter enforcement of existing “dry” sump regulations and testing requirements, and that

has had its own effect of increasing the need for feasible options to get the sump back to a fuel-tight condition. Fortunately, there are proven and ef-

fective options already available, with improvements being developed as the requirements evolve. Icon is a sump repair products manufacturer, providing a full range of solutions and technical support to the industry. Mr. Reber has been instrumental in implementing sump maintenance programs for many major C-store chains and fuel marketers in the US, Canada, and Latin America.

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CONVENIENCE & CARWASH CANADA

Chardon Oil Finds a Highly Reliable Transport Pump in the TX Series Sliding Vane Pump from Blackmer® Since 1981, Chardon Oil has been delivering home heating oil, gasoline, and motor oils to a traditional customer base that covers northeastern Ohio and stretches into western Pennsylvania. When the company was in need of a new delivery truck, Chardon Oil took delivery of a unit that featured knockoff pumps that claimed to be the equal of the TX Series Sliding Vane Pumps that Blackmer® has been supplying to the transport industry for many decades. As it turned out, Chardon Oil found out firsthand that these knockoff pumps couldn’t supply the operational reliability of Blackmer. “We had no issues with the pump until it went out all of a sudden,” said Gary Bulzan, Owner of Chardon Oil. “It was a catastrophic failure; I was making a delivery and it just quit and leaked all over the place. And the pump was not only leaking, when it was taken apart, it was totally destroyed.” To make matters worse, the pump’s warranty had just

expired and the manufacturer was unwilling to supply a replacement. So Chardon Oil decided to switch back to a tried-and-true alternative: a Blackmer TX2.5 (2.5-inch) model sliding vane pump.Blackmer has designed its TX Series pumps to be the best option for handling liquid petroleum products, such as gasoline, fuel oil, diesel, kerosene and light lube oils. TX pumps feature castiron construction and operate via Blackmer’s unique sliding vane method that self-adjusts for wear to maintain flow rates. The result is a pump that offers excellent self-priming and dry-run capabilities, and easy maintenance. “We’ve been using Blackmer pumps since the early 1980s and we had never had any issues like we had with the other brand; Blackmer pumps last,” said Bulzan. “We probably get eight to 10 years out of them without a problem. Blackmer TX pumps are very reliable and dependable, and all we need to do on them is basic maintenance. We are done with trying other transport pumps.” HARIBO, the original gummy bear, gaining traction with Canadian consumers, building distribution across Canada, and moving into convenience and gas HARIBO began in 1920 in Bonn, Germany, with the starting capital of a sack of sugar, a marble block, a stool, a brick oven, a copper kettle and a roller. Since then, HARIBO has steadily grown in Europe, around the world, and now distribution is booming in Canada. HARIBO, the #1Gummy Candy manufacturer worldwide, is derived from plant and fruit concentrate with no artificial colours. They carry

To illustrate just how reliable Blackmer pumps have been for Chardon Oil, a video has been created that can be viewed on Blackmer’s YouTube channel. The video can be VIEWED HERE, or by going to Blackmer’s YouTube channel at www.youtube.com/BlackmerGlobal and searching for “Chardon Oil.” Chardon Oil has been working closely with Tank Truck Service & Sales, based in Warren, MI, whenever the company needs to add a new delivery truck to its fleet. “The TX is the industry standard and just a great, great, great piece of equipment,” said Dave Lawler, Owner of Tank Truck Service & Sales. “Chardon Oil has had no problems since we put the new TX pump on and I wouldn’t anticipate having any for years and years and years to come.” For more on Blackmer TX Series pumps, please visit www.blackmer.com/txstrong.

an exciting range of sugar confectionery setting themselves apart from competitors with a focus on natural ingredients, high quality detail in their gummy designs, innovative shapes and flavours, and a world famous brand name. 2015 brings about new focus, HARIBO is excited to offer their range of gummy candies to gas stations and convenience stores nationwide. They are also launching two new flavours in the Canadian market, Fruity Frutti and Sour Stixx. National Importers Inc is the official importer of HARIBO to Canada. Please visit www.haribo. ca for more information.

Clif Bar & Company Launches New Organic Fruit and Nut Snack Bar in Canada Clif Bar & Company has announced the launch of CLIF® Organic Trail Mix bar in Canada. CLIF Organic Trail Mix bars feature organic fruits and nuts like crunchy almonds, red cherries and delicious dark chocolate chunks. The latest offering furthers Clif Bar & Company’s commitment to crafting delicious, organic foods that combine great taste with the nutritious energy needed for the day’s adventure. Clif Bar believes a healthy, sustainable food system starts with organic ingredients that connect healthy people to a healthy planet. Since going organic in 2003, the company has purchased more than 500 million pounds of organic ingredients that has kept 6 million pounds of pesticides out of the soil, water and air. Made in Canada with globally sourced ingredients, CLIF Organic Trail Mix bars are gluten free, 200 calories or less and a source of fibre. Like all products from Clif Bar & Company, CLIF Organic Trail Mix bars contain zero grams trans fat and no partiallyhydrogenated oils, high fructose corn syrup, artificial flavours or synthetic preservatives. CLIF Organic Trail Mix bars are available in five flavours – Coconut Almond Peanut, Dark Chocolate Almond Sea Salt, Dark Chocolate Cherry Almond, Dark Chocolate Peanut Butter and Dark Chocolate Pomegranate Raspberry. CLIF Organic Trail Mix will be available in select and major retailers across Canada starting May 1. For more information on Clif Bar & Company, please visit: www.clifbar.ca

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Award Winning Premiere magazine published for the convenience store, petroleum and carwash industries.

Reach Diverse New Markets. Advertise Today! Free Subscriptions! go online to subscribe visit: www.convenienceandcarwash.com To register your company to be listed in our NEW REAL-TIME Resource Directory and the NEW REAL-TIME Carwash Buyers Guide. For advertising information contact Cody Johnstone at 416-838-4674 or email: codyj@convenienceandcarwash.com

CONVENIENCE & CARWASH CANADA

MyTankInfo’s Cloud-based Solution Eliminates Tank Gauge Data Security Vulnerabilities MyTankInfo, which delivers fuel management and fuel site monitoring solutions to the commercial and retail petroleum marketplace, has announced its cloud-based, hardware-enabled connectivity option that protects fuel site operators from data breaches while providing seam-

less access to fuel inventory information. Recent research completed by Rapid7, an IT security firm, indicates that over 5,300 tank gauges at U.S. fuel sites are vulnerable to remote hacks due to fetch/polling communication processes that require an open firewall port. MyTankInfo’s cost-effective connectivity hardware prevents data breaches by utilizing a one-way communication path. “Because MyTankInfo’s cloud-based connectivity solution does not host inbound communication requests, hackers cannot breach the system,” said Michael Buck, Vice President of MyTankInfo. “And, unlike other systems, it does

not require users to configure password-protected VPN gateways, which is a step that can easily be overlooked.” Advantages of MyTankInfo’s secure, cloud-based hardware-enabled solution include: > Relies on “Push” method instead of “Fetch/Polling” method to transmit inventory data > Eliminates the need to poke holes in firewalls in order to poll an ATG, effectively preserving the security of your network > Unlike a VPN gateway, the MyTankInfo solution does not require end users to configure their device’s security

OPW Combines Three Business Units Into One to Better Serve Customers in Europe, the Middle East, and Africa Phil Carlin Named Managing Director executive positions. As General of the New OPW EMEA Business Unit Manager of the OPW Electronic HAMILTON, OH – April 2, 2015 Systems business unit, Carlin was – OPW, a Dover Company (NYSE: integral in several global expansion DOV) announced today that as part initiatives including opening an OPW of its growth strategy and One OPW sales office in Russia, expanding initiative, it has consolidated its OPW OPW’s engineering resources in KPS, OPW Fibrelite and OPW Fluid Poland and India, and leading Transfer Group Europe management operations in Brazil. teams to create a single business unit, “Phil’s international experience named OPW EMEA. The combined and leadership skills make him company will offer one of the uniquely qualified to lead the broadest product portfolios focused consolidated OPW EMEA business on the safe and efficient handling of unit,” Crouse said. “He brings a fuels and critical fluids in EMEA. strong working knowledge of OPW’s Phil Carlin has been appointed industry-leading product portfolio Managing Director of the new and the global marketplace.” business unit and will report directly “A combined OPW group to OPW president David Crouse. enables us to deliver greater value Harry Gilde, Managing Director of to our customers worldwide,” noted OPW Fluid Transfer Group Europe Carlin. “We will capitalize on our and Ian Thompson, Managing collective strengths to enhance Director of Fibrelite will report product innovation and to better directly to Phil Carlin. serve our customers.” Carlin will be based out OPW EMEA headquarters in Kungsör, Sweden. Carlin joined OPW in 2000 and For more information about OPW, has held multiple positions with the please visit: company, including several senior www.opwglobal.com.

Eliminates costly IT requirements > Fax modem, RS-232 serial or an IP card provide ATG connectivity flexibility > Cloud-based application enables users to access inventory data, wherever an Internet connection is available > Hardware is cellularenabled, providing Internet connectivity to remote locations where an Ethernet connection is not available To learn more about MyTankInfo’s secure, cloudbased, hardware-enabled connectivity device, please visit: mytankinfo.com.

Michael Savignac Joins OPW as Vice President and General Manager of OPW Electronic Systems OPW has announced that Michael Savignac has joined OPW as Vice President and General Manager for the OPW Electronic Systems business unit. Savignac succeeds Phil Carlin who was promoted to Managing Director of OPW EMEA. In his new role, Savignac will provide leadership and overall management of the Electronic Systems business unit, which OPW formed in April 2014. Savignac will be based at the OPW facility in Hodgkins, IL, and will report to OPW President David Crouse. Most recently, Savignac served as President for Florida-based DatamaxO’Neil where he led the business in developing and providing thermal printing solutions to a global marketplace. Prior to his role at Datamax-O’Neil, he worked at PDQ Manufac-

turing for 13 years, where he held the positions of Executive Vice President and President. Under his leadership, PDQ realized significant growth, exceeding financial goals while focusing on product innovation. In addition, prior to joining PDQ, Savignac held senior executive roles in sales, manufacturing and marketing in several divisions of Illinois Tool Works. Savignac holds a Masters of Business Administration from Cardinal Stritch University and a Bachelor of Science degree in Electrical Engineering from the University of Wisconsin at Milwaukee. For more information about OPW or PDQ Vehicle Wash Systems, please visit www.opwglobal.com.

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OPW’s 11A, 11B, 7H and 12VW Series nozzles are engineered to meet all industry compliance standards. UL 2586 requires that fueling nozzles and all internal components are compliant with the latest and most aggressive alcohol fuel blends. In addition to meeting UL 2586, the spout of its 11A and 11B Series nozzles OPW Nozzles meet both SAE J285 and ISO 9158 / 9159 global fill pipe Receive NEW standards – the only nozzles in the industry to do so. Stringent UL 2586 “Being the first manufacturer to earn UL 2586 Listing On approval is a reflection of our commitment to always All OPW Fueling provide the best solutions for our customers,” says Ed Nozzles Kammerer, Director of Global Product Management for OPW, a global leader OPW Retail Fueling. in fluid-handling To earn UL 2586 approval, fuel nozzles must unsolutions, has andergo and pass a rigorous and all encompassing review nounced that it is the of its construction (materials, assembly), twenty-five first manufacturer different categories of nozzle performance, manufacin the industry to ture and testing. All 11A, 11B, 7H and 12VW nozzles receive the new strin- manufactured after April 30, 2015, will carry the UL gent UL 2586 Listing 2586 designation. on all of its convenIn addition to earning UL 2586 approval, the 11A tional fueling nozzles & 11B now come with an aircraft-grade aluminum and limited vapor spout with greater deflection-force strength and is recovery nozzles, inthe first nozzle spout in the industry to be compliant cluding the industry with both SAE J285 and ISO 9158/9159 global fill pipe standard 11A®, 11B®, standards. OPW once again proves its forward-thinking 7H®, 7HB® and 12VW approach to fuel dispensing solutions. Series nozzles. For more information on OPW, please visit www.opwglobal.com. Alto-Shamm Launches Xcelereate® Hi-Speed Oven Alto-Shaam is releasing the Xcelerate® Hi-Speed oven, expanding the company into the high-speed oven category. Xcelerate combines powerful microwave and air impingement technologies to cook up to 10 times faster than a conventional oven while maintaining a freshly baked taste, texture and appearance. Xcelerate has the versatility to fit a variety of applications with the ability to defrost, reheat, cook, bake and brown. Service times are made faster with the uniform, rapid cooking technology. Xcelerate allows for true one-touch cooking with easy-to-use programmable touchscreen control. The built-in catalytic converter allows for placement outside of an expensive hood, making it perfect for small spaces in restaurants, hotels, bakeries, coffee shops, bars, convenience stores and quick-service restaurants. From heating up frozen muffins and scones to cooking panini sandwiches or whole pizzas, this oven can introduce or expand menu offerings. Available in two sizes with the ability to be stacked or placed under counters, the Xcelerate includes the option for several accessories including a wire shelf, stainless steel peel, baking mats, panini griddle, food trays, and baking stones to further expand menu capabilities. For more information visit: www.alto-shaam.com.

Ad Index AGI EnviroTank ...................................................... 50 Blendco ............................................................27, 38 Bulloch Technologies............................................. 44 Canadian Trade House.......................................... 16 Continental Store Fixtures..................................... 19 CoreMark Int’l........................................................ 12 CSI Lustra............................................................... 40 Direct Cash..........................................................OBC Erie Brush............................................................... 31 Gourmet Chips....................................................... 63 iCon Containmen Solutions........................... IFC, 53 Imperial Tobacco Ltd............................................. 54 Info Net Technologies........................................... 52 Innovative Control.................................................. 28 Istobal USA..............................................................36 Jack Cash ATM....................................................... 15 Kleen Rite............................................................... 39 MPI . ................................................................. 45, 58 Naturo..................................................................... 23 Nestle Waters......................................................... 26 North Shore Tobacco............................................. 56 Oasis Car Wash Systems........................................ 33 PDQ Manufacturing............................................... 27 PEI........................................................................... 42 Rothmans, Benson & Hedges............................... 20 Scholtens................................................................ 35 Smoke NV/House of Horvath.................................. 8 Tank Traders............................................................ 22 WPMA..................................................................... 49 ZCL Composites..................................................... 47

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CONVENIENCE & CARWASH CANADA

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