CCWC Sept_Oct 2015 by edge advertising

CONVENIENCE & CARWASH CANADA

SEPTEMBER | OCTOBER 2015

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

SERVICE STATION SAFETY TODAY Advancements in surface and underground equipment have raised the bar on performance

PM41670539

PUMP-SIDE MERCHANDISING SOCIAL MEDIA BUILDS CUSTOMER SERVICE NINE RULE’S FOR CUSTOMER SERVICE

DRYER MAINTENANCE FOR COLD WEATHER OPERATIONS POP DISPLAY TIPS FOR FRONTLINE HIRING

RECRUIT WITH FACEBOOK ALTERNATIVE BEVERAGES RULE COLD VAULT OPPORTUNITIES

SEPTEMBER / OCTOBER

It’s better business. Hands down.

CONVENIENCE & CARWASH CANADA

In This Issue

Cover Story

Industry News

Instore, Nutrition & HR/Staffing

Carwash, Petroleum Technology

11 07 19 17 Service Station Safety Improvements Ed Kammerer discusses the advancements.

Social Media Are you embracing this powerful customer service opportunity?

‘Best Fit’ Employees Boost Bottom-Lines A few tips for hiring the right frontline workers.

Who’s In Your Corner Membership in the WCSA has its benefits.

Nine Rules For Great Customer Service

Is your store delivering all the services your customers demand?

Employee Recruiting with Facebook

Cold Comfort Alternative Beverages are proving to be saviours for the C-store drinks sector.

Cooler Q&A Carré Bistline discusses new developments at Anthony.

Make Sales POP With Strong Point Of Purchase Display

Pump-Side Merchandising

Carwash Q&A

An Ounce Of Prevention With winter coming, now is the time to prepare drying systems.

Carwash Q&A Turtle Wax shines a light on carwash chemicals.

What’s New

59 - 62

Upcoming Events September 23 – 25, 2015 2015 National Convenience Industry Summit Rimrock Resort, Banff, AB

www.NACDA.ca 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 February 16 – 18, 2016 WPMA 2016 The Mirage Hotel, Las Vegas

www.wpma.com

June 1, 2016 CS Expo Anvil Centre New Westminster, B.C.

SEPTEMBER / OCTOBER

PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Publisher’s Message

EDITOR Kelly Gray editor@convenienceandcarwash.com

Welcome to fall. While it’s a season where the leaves turn and tumble to the ground and the temperatures change for the worse, it’s also a season of rebirth. This is the time when kids start new grades and we come back to jobs refreshed from holidays in the sun. In many ways the coming of September signals a new year perhaps more than the post Christmas season. Are you ready? Now that the weather is about to change from sunny days to sleet and snowdrifts consider that it is also the best time to think about carwash maintenance and new products for cold weather C-store customers. In our industry every change, from seasonal winds to trendy consumer demand represents an opportunity. With an eye to enhancing these opportunities we created CSExpo. This year’s premier installment was a huge success. Look for the 2016 CSExpo to keep the momentum going. For 2016 we have booked the Anvil Centre in New Westminster for May 31- June 1. Expect to find the latest in products, equipment and services in an innovative trade event that gets attendees and exhibitors closer together in a highly focused show unlike any other in Canada. Plan to attend. I’d like to take this opportunity to welcome our new advertisers to the pages of the magazine. We see the new participants as a continuing vote of support for our publication as the leading voice in C-store, gas bar and carwash industries. Thanks for helping us keep the conversation going and making us Canada’s loudest and most respected voice in convenience retail. Here’s to a great fall!

SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Cathie Fedak 905-665-6071 cathie@convenienceandcarwash.com DIGITAL/SOCIAL MEDIA Eva Chambers echambers@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production EDITORIAL ADVISORY BOARD Ian Burton, PD McLaren Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Carre’ Bistline Dave Bowen Eva Chambers Sarah Daily Paul DeVane Sharon Evans Kelly Gray Ed Kammerer Mel Kleiman Cameron Laker Christopher McElroy CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable

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. Country Style Food Services Inc. page 9 SCA Tissue page 16 TATA Global Beverages Canada page 39 White Castle page 26

CONVENIENCE & CARWASH CANADA

WHO’S IN YOUR CORNER? “WHETHER ITS ADVICE ON AGE RESTRICTED PRODUCTS, CRIME PREVENTION OR FOODSERVICE OUR GOAL IS TO MAKE EACH DOCUMENT EASY TO UNDERSTAND AS WELL AS VALUABLE,” SAYS THE WCSA PRESIDENT CONCLUDING THAT MEMBERSHIP IN THE ASSOCIATION HAS ITS REWARDS. “WE’RE IN YOUR CORNER.” HE SAYS.

obacco sales are big business for Canada’s he WCSA is also watching the move to bring convenience retailers. In fact, C-stores sold close up the wage minimum in Alberta. The Notley to $3 billion of cigarettes and cigars last year with Government has reported that it plans to bring another $40 million worth of chewing tobacco the wage up to $15 per hour by 2018. Klukas thrown into the mix. This makes tobacco the leading suggests that this is a false economy that will create an sales category and a major profit centre for the more inflationary impact on wages across the board. “When than 25,000 independent and chain operators across you raise the minimum all other wages tend to go up Canada. by the same amount. The guy that was making $18 per With this degree of exposure to one category it’s es- hour now makes $21 an hour. This drives costs upward sential that the market be a level one. This is the view and the new $15 wage has less buying power. There of Andrew Klukas, President Western Convenience needs to be more consultation before this new wage Stores Association (WCSA). He sees that there is work comes into full effect,” he says. to do regarding public understanding of issues such as compliance. Consider, he says, that convenience retailhe Association is also working on the next CS ers are the best at safeguarding age-restricted products. Expo. Following up on the huge success that was “There is still room for improvement, but with our trainthe first installment of the show this year, Klukas ing programs such as “WE Expect ID” operators and the and his team have secured The Anvil, a top tier public are better protected regarding sales of tobacco facility in New Westminster as the venue for next year’s to underage customers. “We take our responsibilities showcase. Dates have been set for May 31, 2016 for the to the community very seriously and the data backs up networking event and June 1, 2016 for the innovative our efforts, even in Alberta,” he says, referencing a re- C-store show. “The core concept will remain untouched,” cent Health Canada secret shopper study that showed he says, telling that the power behind the show is retailers in Edmonton complied with the regulations to focus and clarity vs. the circus atmosphere one finds ask for ID only 68.4 per cent of the time (Calgary retail- in a traditional trade show with their massive halls ers were in better form asking customers 89.4 per cent with thousands and thousands of harried attendees. of the time for ID). Klukas is on record as stating that “CS Expo is about promoting natural conversations this low number in Edmonton in puzzling, but merits between suppliers and customers in a comfortable attention, something the WCSA is committed to do by format that allows everyone time to breath and get doubling its communication efforts to members and the information that matters to their businesses.” The even those outside the fold. constructive feedback received from the first event will Certainly one challenge for anti-smoking groups is make show number 2 even better than the first. the lack of enforcement. The suggestion is that while it looks good to pass the regulations, reducing the numccording to Klukas CS Expo is a good example ber of compliance officers does not. For its part, Health of the Association working alongside industry Canada talks a good game, but has not been able to players to make a positive difference. “This is step up to enforce its own regulations because it has similar to what the WCSA’s other programs and reduced the number of inspectors across the country. activities aim to do. For example, its new, free safety This is where Klukas sees the great value of a program training program is helping operators with safety such as WE EXPECT ID. “It’s really the only safeguard concerns by offering training modules that work to out there and we at the Association and our members keep staff safe while making things like shoplifting take the challenge very seriously. All our members com- and robbery less of a concern because people learn best mit to taking the course and utilizing the training in practices. “We have updated our Retail Safety module day-to-day operations. We keep records of compliance to make it as current as possible. We have written and send reminders to stores,” he says commenting each program offered on the website in plain English. that in the absence of government support the industry Whether its advice on age restricted products, crime must bear the full burden of the issue. “Unfortunately, prevention or foodservice our goal is to make each as the recent Health Canada study shows, we can’t do it document easy to understand as well as valuable,” says all. Government has a role to play in helping ensure that the WCSA president concluding that membership in all retailers know their responsibilities and know where the Association has its rewards. “We’re in your corner.” to get the training they need for their staff ”. he says.

SEPTEMBER / OCTOBER

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By Eva Chambers

CONVENIENCE & CARWASH CANADA

SOCIAL MEDIA IS THE NEW CUSTOMER SERVICE PLATFORM Are you ready to respond?

Have you ever experienced good customer service when reaching out to a company using social media? Perhaps you posted a product review on Facebook or contacted a retailer on Twitter to get help with an issue? If you did you’re part of a growing group of consumers using social media to connect with companies for customer service. Since most of us have social media at our fingertips, we are using it to influence others by sharing our experiences. Social media is the fastest growing medium for customer service and companies are embracing this opportunity to better connect with their communities. They are using sites like Facebook and Twitter to offer social customer service to those who prefer to connect online. Many organizations are ramping up customer engagement programs to provide a more interactive customer experience. While this often involves adding social media resources, it’s a smart investment. Organizations that understand that customer service and social media go hand-in-hand are winning the admiration and loyalty of customers. “When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company.” – Bain & Company Mike Barter, VP Operations at SIX12 Creative, a boutique marketing agency based in Vancouver,

B.C., understands that social media is the new customer service platform. “Companies should be fully engaged with their online community and be comfortable handling negative feedback directly and openly”, said Barter. While increasing numbers of customers are using social media platforms to openly vent their complaints about brands, some companies still don't respond. They are missing an opportunity to build a better relationship with that customer. Barter says, "Demonstrating that you are listening to your customers ─ that you care and are trying to make things better for them, carries a powerful, positive brand message. Companies that only show the good comments on their social media don’t seem authentic, and customers pick up on that right away.”

Retailers, carwash operators, and other organizations in the convenience and carwash industry engage with customers on social media every day.

Mac's Convenience Stores Inc. strives to provide quick responses to customers whether they are in the store or on social media. "We strive to provide quick responses to our customers. Our social media is a reflection of our business module. We’re a store that’s always there for our customers, and we want to replicate that same feeling to our custom-

DEMONSTRATING THAT YOU ARE LISTENING TO YOUR CUSTOMERS, THAT YOU CARE AND ARE TRYING TO MAKE THINGS BETTER FOR THEM, CARRIES A POWERFUL, POSITIVE BRAND MESSAGE. Mike Barter SIX12

“WHEN COMPANIES ENGAGE AND RESPOND TO CUSTOMER SERVICE REQUESTS OVER SOCIAL MEDIA, THOSE CUSTOMERS END UP SPENDING 20% TO 40% MORE WITH THE COMPANY.” – BAIN & COMPANY

SEPTEMBER / OCTOBER

Here are some recent Facebook posts from Mac’s that show how engaged their community is. “Your social media team is awesome and interacting with [customers] is smart. Keep up the good work” During a Facebook bug that would not allow Mac’s to post for a few days, a customer wrote: “Hey Mac’s Convenience Stores… hope all is well, noticed you haven’t posted in a few days.”

ers when they have an inquiry responding to the posts and sharing them via social media. This means with friends. This has spurred growth in responding to customer feed- their online community. “We’ve seen a back on evenings and week- huge increase in the number of followers ends, even if it’s a simple since launching these types of rewards message to let our customer and incentive campaigns. This is benknow that their feedback has eficial for us when we are posting about been sent to our Customer in-store promotions since we now have a Service Department and is be- large audience that is constantly engaging looked into further”, said ing with our Facebook Page,” said Katie Katie Power, Marketing Spe- Power, Marketing Specialist at Mac’s Concialist at Mac’s Convenience venience Stores Inc. in Central Canada. Stores Inc. in Central Canada. “Since starting the campaign in April, our Mac’s customer service following has increased by nearly 7,000. efforts are positioned to be That’s a 231% increase when compared to successful because they have the growth three months prior to April.” aligned their social media, Prizes in this program usually range from marketing, and customer ser- $10-$25 dollars. These clever social media vice teams to respond quickly programs are driving customer loyalty in and effectively to customers. a cost effective way. By establishing a solid process to communicate customer Peninsula Co-op is another social media inquiries across departments, savvy company that quickly responds they are well prepared for so- to customers on social media. Penny cial customer service. Here are Sopel, Marketing & Community Relations some recent Facebook posts from Mac’s Manager, monitors Peninsula Co-op’s that show how engaged their community social media channels. Recently a customer is. was looking for a brush car wash and she “Your social media team is awesome responded instantly with the location of and interacting with [customers] is smart. one of their washes. Keep up the good work” The Peninsula Co-op team not only reDuring a Facebook bug that would not sponds quickly but also has a friendly and allow Mac’s to post for a few days, a cus- helpful social brand voice. This straighttomer wrote: forward engaging tone makes them sound “Hey Mac’s Convelike a helpful friend. nience Stores… hope While these ap“SINCE STARTING THE all is well, noticed you proaches work well for CAMPAIGN IN APRIL, haven’t posted in a few Mac’s and Peninsula OUR FOLLOWING HAS days.” Co-op, one size does The Mac’s team is INCREASED BY NEARLY not fit all. Mike Baroften thanked by their ter of SIX12 suggests 7,000. THAT’S A 231% social media commulooking at things from INCREASE WHEN nity for their prompt the customer’s point of COMPARED TO THE responses. They try to view. He recommends, GROWTH THREE MONTHS “Companies should put respond to online rePRIOR TO APRIL.” quests within the hour. themselves in their Now that may seem fast, customer’s shoes. How but most customers do they like to be reexpect a fast response on social media. sponded to? And how do they NOT like to On top of being responsive to customer be responded to? Then model their own service requests, the Mac’s Central Divi- policies and customer experiences based sion engages their online community in on that.” entertaining ways. In April, they launched More and more customers are using their #MacsTrivia rewards and incentive social media to lodge complaints against program. Each month, Mac’s posts sim- companies or resolve issues, so being ple trivia questions on Facebook or Ins- prepared to address comments quickly is tagram. Their community is engaging by important. Penny Sopel of Peninsula Co-

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op handles issues quickly by responding Customers are using social media to openly and honestly. “A recent example shout out about their brand experiences, that comes to mind is when a customer is your company ready to respond? wrote to us on Facebook to complain Companies that have not embraced the about our car wash. He even included a idea of responding to customer requests photo to show that the wash did not do on social media are missing out on a very good job. I responded with a sin- some of the most valuable benefits of cere apology and let him know that he connecting with customers online. These could return to the location where he got include increased customer satisfaction the wash and receive a new one for free,” and retention. If your company is not said Penny Sopel. She told us that the cus- already providing customer care via social tomer was grateful, because he was not media, here are some steps to consider expecting such positive response to his when planning your social customer complaint. This is a good example of ef- service approach: fective social customer service. • Develop a list of responses to common

customer service comments or questions you might receive via social media. Have a group of experienced team members think through every possible scenario. They should agree on how the company will respond. This way you will be better prepared to respond quickly and effectively. • Establish a social customer service policy so community managers and customer service representatives are clear on how and when to respond online. Have your management team sign off on the approach. • Provide social media training for customer service team members who will be responding. Your brand voice should be consistent across all customer-facing channels. Practice active social listening by monitoring your social media sites 24/7. You can also use helpful social monitoring tools like Hootsuite™ or Reddit to see what customers are saying about your brand. There are many options available so look for a social monitoring tool that fits with your unique community. While your customer care team best understands how to respond to customer service issues, the social media team is highly skilled in communicating on the various social media channels. These two groups should work closely on an ongoing basis to develop appropriate customer responses. Brands who are proactively developing effective approaches to social customer service are not only improving the customer experience, they are gaining valuable data about their community which can help them develop future products and services. These smart companies view social media customer engagement as an opportunity to build stronger relationships with customers and earn new ones.

“Companies should put themselves in their customer’s shoes. How do they like to be responded to? And how do they NOT like to be responded to? Then model their own policies and customer experiences based on that.” – Mike Barter

CONVENIENCE & CARWASH CANADA

By Ed Kammerer

HOW SERVICE STATION SAFETY HAS IMPROVED

Advancements in both above and underground equipment at service stations have made the fueling experience safer for consumers and the environment

t seems like such a simple thing: drive your vehicle into a service station, pull up to the pump, select the type of fuel to be purchased, insert the nozzle into the fill pipe, fill the tank, pay and be on your way. The seemingly simple, however, is generally never that simple. If it were, there would be no fire or explosion incidents at any of Canada’s 12,000 or so fueling stations.

But every year, there are at least several hundred, and while the raw percentages may not seem that significant, each service-station fire or explosion incident is its own little tragedy with far-reaching effects for the station owner/operator, consumer and environment. That’s why service stations are so highly regulated, in order to ensure that the utmost level of

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CONVENIENCE & CARWASH CANADA

safety and security is achieved during every instance of fuel delivery or purchase. Take, for example, Ontario’s Technical Standards & Safety Authority (TSSA), which licenses the province’s fuel facilities, registers contractors and certifies tradespersons who install and service service-station equipment.. The TSSA also operates the Fuel Safety Program, which regulates the transportation, storage, handling and use of fuels as a way to ensure conformance to the Technical Standards and Safety Act of 2000, along with any other applicable regulations, codes and standards. The fuels governed by the Fuel Safety Program include not only gasoline and diesel fuel, but also butane, hydrogen and fuel oil. The TSSA also operates a Fuels Inspection Team that is tasked with investigating incidents or reports of non-compliance at fueling facilities. In its role, the Fuels Inspection Team also ensures that new equipment meet the operating standards of a recognized testing agency; inspects existing equipment to ensure that it remains in compliance with current codes and standards; and where any non-compliance is discovered, orders appropriate corrective actions to be implemented or directs a facility to stop operating until compliance is met. All of Canada’s provinces have a regulating agency similar to Ontario’s TSSA, and while they may have different names they all have one thing in common, as do service-station operators: to make the fueling experience as safe as possible for the site, the consumer and the environment.

ALL OF CANADA’S PROVINCES HAVE A REGULATING AGENCY SIMILAR TO ONTARIO’S TSSA, AND WHILE THEY MAY HAVE DIFFERENT NAMES THEY ALL HAVE ONE THING IN COMMON, AS DO SERVICE-STATION OPERATORS: TO MAKE THE FUELING EXPERIENCE AS SAFE AS POSSIBLE FOR THE SITE, THE The Challenge CONSUMER AND THE The biggest challenge facing servicestation operators and their customers is ENVIRONMENT. the most obvious one: every day thousands of gallons of a highly flammable, volatile, explosive and toxic liquid are unloaded, handled, stored and dispensed. Looking at it that way, it’s actually amazing that there are not more fire or explosion incidents at the nation’s service stations. Self-service gasoline stations have been a fact of life in the United States and Canada (with a few exceptions) for nearly 70 years. Historical records show that the first self-service station in the U.S. began operation in Los Angeles, CA, in 1947,

with Canada’s first self-serve facility coming online in Winnipeg, Manitoba, two years later in 1949. That means for almost seven decades a lot of motor fuels have been pumped by a lot of people who have never really been trained for the task, many of whom, in the old days, would actually hold the nozzle in one hand and a lit cigarette in the other as they filled the vehicle tank. Besides the obvious safety concerns, there are many potential distractions when filling up, from the rambunctious kids who are acting up in the backseat to the cell phone that will not stop ringing to the commercials that are playing on the TV on top of the dispenser. All of these distractions can lead to a mistake, whether it be leaving the nozzle in the fill pipe while driving away, or spilling fuel on the pavement. Human error, unfortunately, is one thing that will never be totally eradicated. There is potential for human error on the operator end of the fueling equation, as well. Service-station fueling systems are a complex mix of pipes, hoses, fittings, monitors, sensors and tanks, all of which must be installed, observed and maintained properly. Even the smallest, seemingly inconsequential leak in a fitting or from an underground storage tank (UST) can eventually result in a catastrophic incident, whether it be a fire or explosion or toxic product release to the environment, which can harm the soil and groundwater of surrounding communities. Keeping all of this in mind, owners and operators of service stations should know that when they get into the business, their first priority should be keeping the gasoline or diesel fuel out of the ground and out of the air where it can lead to a fire incident or environmental contamination. Helping to achieve this end-result are any number of federal, state or local regulations that must be followed. If they are not, the owner/operator can be subject to fines, remediation costs and, in the worstcase scenario, closure.

The Solution Riding shotgun with service-station owner/operators in their quest to make the fueling experience as safe as possible for the consumer and environment (and

SEPTEMBER / OCTOBER

themselves) are the manufacturers of aboveground and underground equipment, components and systems for use at service stations. The manufacturers of service-station equipment have readily risen to the occasion and the technologies used to ensure the safe transfer, storage and dispensing of motor fuels have evolved more since the dawn of the new millennium than in the previous 50 years. These advances have come in two distinct equipment realms: underground and aboveground. Let’s look at each segment individually:

TO IMPROVE THE Underground work below grade takes place before SAFETY OF THE The the service station is in operation. It FUELING EXPERIENCE, consists of all of the equipment and EQUIPMENT components that will enable the fuel MANUFACTURERS to be dropped at the site and stored in HAVE DEVELOPED A the USTs before eventually finding its NUMBER OF LANDMARK way into the vehicle’s fuel tank. The goal that manufacturers of this type of SOLUTIONS IN RECENT equipment have is to make it smarter YEARS

than the least, ahem, “accomplished” person who will be installing it. In other words, the manufacturer can create a “bulletproof ” system that meets all Underwriters’ Laboratories (UL) and U.S. Environmental Protection Agency (EPA) requirements, but that system is only as good as the “worst” contractor installing it. In recent years, a number of technological advancements have helped make that goal easier to achieve, with many of these now considered to be industry-standard technologies, including: • Loop Systems. Completely integrated, environmentally secure underground fuel-delivery systems that, by design, employ pre-fabricated, factory-assembled components that result in dramatically less field labor and lower associated installation costs and the potential for installation errors. They eliminate the need for time-consuming and costly field fabrications, such as installing entry fittings or welding or gluing joints

Leading The Way in Helping You Protect People and the Environment Next-generation environmental compliance and safety requires fully integrated next-generation equipment by OPW: fuel transfer, containment, overfill prevention and dispensing solutions. • 1C-2200 Single-Wall and EDGE™ Double-Wall Spill Containers • OPW Loop System™, Flexible Piping and Rigid Entry Fittings • 71SO Vapor-Tight & Testable Overfill Prevention Valves • OPW Fibrelite Tank Sumps, Multiports and Composite Manhole Covers • UL/ULC listed, No-Pressure, No-Flow Nozzles and 68EZR Reconnectable Breakaway • 10 Plus Series Emergency Shut-Off Valves

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CONVENIENCE & CARWASH CANADA

that will be buried in the ground, The less field fabrication needed, the less potential for contractor error. • Vapor-Tight & Testable Overfill Prevention Valves. Vapor-tight two-stage valves designed to prevent the overfill of USTs by providing a positive shutoff of product delivery when the liquid level reaches 95% to 98% of the UST’s storage capacity. In addition to being vaportight, these new valves are testable from the surface so maintenance personnel do not have to remove the valve from the UST. The EPA is also now recognizing the fact that this equipment needs to be tested more often than just at initial installation. • Double-Wall Spill Containers. Installed in the same space as single-wall spill containers, but significantly improve reliability, monitoring, leak containment and serviceability. Marketers are required to install double tanks and piping, so it only makes sense to have double-wall spill containers. More fuel is introduced into the ground at the fill point than any leaking tank or piping. The interstitial space on the double-wall bucket also makes it easy to test the integrity of the bucket by using a vacuum versus filling the spill bucket with water that will then be contaminated and must be disposed of properly. Again, the EPA now recognizes the need to test this equipment periodically instead of just at initial installation. Double-wall spill containers will be much easier and less expensive to test. • Replaceable Single-Wall Spill Containers. Affordable, easy-access spill containers that do not require concrete to be broken during their installation and meet all requirements of the 1998 and 2015 UST regulations in the United States. • Rigid Entry Fittings. Have minimal exposed rubber and the sealing redundancy throughout the fitting provides maximum containment and protection from water intrusion, even after ground shifting. No longer do retailers have to deal with the cost and unreliability of fiberglass or steel piping and joints that need to be glued. This fitting can be repaired, replaced or maintained from inside the sump versus a welded or glued joint that would require replacing the

entire containment sump. The glued or Aboveground welded entry fittings provide no relief from shifting ground and simply provide This is truly where the great unknown a shear or break point for the product enters the service-station safety equation: consumers with their various degrees of piping. In addition to the physical improvements aptitude and that long list of distractions to underground equipment, there has that we touched upon earlier. Once that also been a huge leap forward in smart fuel moves into the dispenser, it is at technologies that are giving service- the mercy of the person operating the station operators a mobile access point nozzle. To improve the safety of the to their sites at all times via smartphone fueling experience, as well as to protect and other evolving communication against driveaway incidents, equipment technologies. These technologies provide manufacturers have developed a number the capability for the operator to review of landmark solutions in recent years, and access information instantly, letting including: the operator know if a UST system is • No Flow-, No-Pressure Devices (BCap) In Automatic Nozzles. These have not working properly or even if it has been designed for use in retail and combeen installed correctly. This fingertip mercial fueling applications as a way to information in real-time will help help prevent fuel spills. This iteration operators identify and correct leaks, spills of fueling nozzle will not open until the and overfills before they can even occur, dispensing system is pressurized and which creates an added level of safety for will close automatically when the presboth the consumer and the environment.

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ACCIDENTS WILL ALWAYS HAPPEN AND THE HUMAN ELEMENT CANNOT BE TAKEN OUT OF THE EQUATION. BUT THE LEVEL OF SERVICESTATION SAFETY HAS UNDOUBTEDLY BEEN IMPROVED OVER THE PAST 15 YEARS

sure is removed, which cuts off the flow Conclusion of fuel before it can be spilled. UL now While a goal of zero fires or explosions at service requires any nozzles at a self-service sta- stations is commendable, it is highly unlikely that tion that wants to use hold-open latches that level of safety will ever be realized, mainly to be equipped with this safety feature. because accidents will always happen and the human • Emergency Shutoff Valves. These high- element cannot be taken out of the equation. But the ly sensitive shutoff valves protect against level of service-station safety has undoubtedly been the hazards of undetected shear-groove improved over the past 15 years thanks to the efforts leaks that may have been caused by of manufacturers who have designed, engineered low-impact incidents, such as a driver and marketed both underground and aboveground backing his vehicle into the dispenser, equipment and systems that have helped make the or a more dangerous pulled over or fueling experience a better one for site operators, dislodged dispenser. They also prevent consumers and the environment. The ultimate trick is damaged shear grooves from allowing to educate marketers of these technological advances fuel to leak into dispenser sumps, which and any new industry regulations. The even bigger reduces the risk of fire, explosion, per- challenge is getting the marketer to pay the few extra sonal injury, property damage, product dollars that may prevent a catastrophic event. loss, environmental contamination and cleanup costs. • Dry R e-connectable Break aways. These dispenser components have been designed to deliver an increase level of safety and security in the event of a driveaway incident. Not only are they fast and easy to reconnect, but their method of operation delivers the greatest peace of mind that the breakaway has been securely reconnected. When sepa- About the Author: ration occurs at a designated pull force, Ed Kammerer is the Director of Global Product the breakaway’s dual valves seat auto- Management for OPW, based in Cincinnati, OH, USA. matically, stopping the flow of fuel and He can be reached at ed.kammerer@opwglobal.com. limited spillage, while simultaneously For more information on OPW, please go to www. protecting the dispensing equipment. OPWGlobal.com.

By Dave Bowen

CONVENIENCE & CARWASH CANADA

NEW TECHNOLOGIES DRIVE SALES WITH PUMP-SIDE MERCHANDIZING

he Retail Petro/ C store market has new technologies geared to keep up with the latest Smart Phone flexibility. And, these new technologies are set to revolutionize how operators can increase in-store sales dramatically and even structure a "rewards program". LED lighting ultimately makes your site more appealing and safer. LED also attracts more customers and increases profits with added sales so what else can you do to further increase sales and profit? Look to create a Digital Engagement Strategy by using new ‘BEACON’ technology to enhance existing opportunities to sell more in-store product, carwash specials, and set up loyalty and rewards programs. With this strategy suppliers can also track data, customer buying behaviour and product preference. This allows operators to ID the most popular products with fast turn over, follow and track profits and even determine best in store location for "feature" products. There are numerous ways BEACONS can be utilized. However, the most common in the Retail Petro/ C Store market is where BEACONS are positioned at the fuel dispenser. Here an app for a specific location is created, when the customer’s Smart Phone uses the app on approach to the pump an alarm notice prompts the customer to in-store specials, carwash deals, coffee deals etc. For example, where retail sites include in-store coffee/donut shops, customers can access the whole in store menu or daily specials. When purchases of targeted products are made using BEACON technology transactions are recorded giving operators data on purchase time of day, age and gender of the purchaser. This gives both operator and supplier access to key buying trends.

In larger locations such as truck/retail centres BEACONS can also be located on product shelves to direct customers to in-store specials making the buying experience faster and easier. If you already have reward programs in place like gas "bucks" and other incentives these offerings can now become actual cash value points on an app to be accrued and used by simply scanning the device over the bar code reader at the pay counter. No longer do retailers need stacks of paper money, tokens or stamps. Everything can be rewarded, stored and paid out electronically alongside a record of what was purchased with rewards is registered for future tracking.

E INK or Electronic Ink is another exciting technology. Electronic ink displays are powered by e-paper technology that can be managed electronically to communicate and maintain changing information. Available in many sizes (from 1” to 13”), electronic ink brings a more modern feel and greater flexibility to the sharing of information beyond paper. Retailers can program the displays to reflect new pricing, store hours, even caloric content, and updates can be made through USB, SD card, wireless or networked configurations. In addition to being lower cost than a digital signage solution, electronic ink is easily readable in sunlight and has minimal to no power requirements. Technology is creating a revolution in product and service communication. Are your customers getting the message? LSI Lighting is a leader in Retail Petro Canopy and Site Lighting. LSI is also a technology company that has now become a leader in new marketing venues to further advance opportunities to increase sales and maximize profit. Dave Bowen is National Sales Manager Webco/ LSI Lighting Canada.

SEPTEMBER / OCTOBER

By Cameron Laker

CONVENIENCE & CARWASH CANADA

Boost Bottom Lines with ‘Best Fit’ Employees

While there’s no magic bullet when it comes to sourcing front-line hourly employees, there are some helpful tips to follow to ensure that you find the best fit for your specific business – and boost your bottom line in the process.

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CONVENIENCE & CARWASH CANADA

TARGET THE RIGHT AUDIENCE

IN ORDER TO HIRE PEOPLE WHO WILL ABLY REPRESENT YOUR BUSINESS, YOU NEED TO FIRST APPEAL TO THE RIGHT AUDIENCE, AND THAT BEGINS WITH BUILDING AN IDEAL CANDIDATE PROFILE

In order to hire people who will ably represent your business, you need to first appeal to the right audience, and that begins with building an ideal candidate profile. Identify the unique types of skills, abilities and personality traits you regard to be positives in the particular roles you are trying to fill. Often, the most common mistake that businesses make in sourcing employees is designing an unachievable ideal candidate profile, so ensure you have complete clarity on your hiring goals. Take a good look at your current workforce and understand what a successful employee — and more importantly, an unsuccessful one — looks like today, and work backwards to develop a profile based on an employee who is performing well in your business. Think about your company’s values, beliefs and culture and make sure your candidates are aligned with what you care about as a company. By doing this, you can start to narrow down the types of individuals with a higher likelihood to excel in your business environment.

DO YOUR HOMEWORK AND MAINTAIN A STRONG ONLINE PRESENCE In order to attract the right employees, effectively communicate your employer brand through social media channels and online job boards. As there are many competitors in the market targeting the same audience, ensure that your brand positions your company as an attractive place to work and your messaging strategies clearly communicate and sell the values and culture of your organization before you look to fill frontline vacancies. Today’s generation of workers have grown up and communicate in a digital age, so online job boards and social-media channels represent a great opportunity to start communicating with this group. When potential candidates first interact

with your brand, it’s key to have concise and clear messaging. Articulate the “what’s in it for me” aspect to these potential employees by not being overly generic in your postings on online job boards and speak specifically to the types of people you are looking to attract. As far as the social-media front goes, there’s a major uptick in the use of Instagram as an employment-branding platform, and companies are finding creative ways to not only communicate their brand on this platform but also engage their staff to share pictures or videos that have to do with their employment experience. Create a specific corporately sponsored hashtag to provide prospective job seekers with a unique insight of what it’s like to work at your company, MORE THAN but make sure it’s 40 PER CENT very unique to OF CAREER your brand, and SITE TRAFFIC something that nobody else will IS COMING VIA PHONE THESE mistakenly copy. Most impor- DAYS, SO HAVE tantly, do your A POSTING THAT homework. Un- MAKES THE derstand what APPLICATION your employment value proposition PROCESS is, and make it SIMPLE NO stand out from MATTER WHICH the crowd to PLATFORM gain a leg up on YOUR AUDIENCE your competition. Why would your CHOOSES TO ideal candidate USE. want to come work for you? If you aren’t crystal clear on that, all the money and time in the world is going to be wasted because you will be chasing or messaging to the wrong types of people.

CREATE A POSITIVE CANDIDATE EXPERIENCE Your ideal candidate’s experience with your business is not solely based on the application itself, but encompasses everything from their first touch point

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ALWAYS BE CLEAR WITH CANDIDATES ABOUT YOUR RECRUITMENT PROCESS AND WHEN THEY CAN EXPECT TO HEAR BACK FROM YOU.

with your brand all the way to either onboarding them for the role or rejecting their application. These prospective employees are also likely current customers of your brand, so above all else, treat them like you would a customer. Provide them with an application process that is simple and works on any device they choose to use. More than 40 per cent of career site traffic is coming via phone these days, so have a posting that makes the application process simple no matter which platform your audience chooses to use. Try to see the application process through the eyes of an applicant and rate their experience based on ease of use, time sensitivity and personalization. Are you currently forcing candidates to run through a maze of applications or assessments and then failing to acknowledge them with a follow-up email? Always be clear with candidates about your recruitment process and when they can expect to hear back from you. Remember and recognize that word of mouth — whether positive or negative — can adversely affect your hiring processes both now and in the future, as candidates are likely to share their experience with others.

ASSESS YOUR TALENT AND MEASURE YOUR SUCCESS The Society of Human Resources Management (SHRM) estimates a bad hire to cost up to five times their annual salary to replace, so it’s important to make better, more informed decisions when hiring. An effective way to do this is by implementing candidate assessments into the recruitment process to save your organization time and money associated

with making the wrong hiring choices. Assessments can provide insights into the skills, abilities and culture fit of potential employees, and once you start collecting this data over time, your company can start to make better decisions with every hire. Analytics can help companies gain insights into their workforce and are becoming front and centre in terms of predicting who to hire, where they’re going to come from, how long they’re going to stick around for and how well they perform. The mistake most companies make when implementing candidate assessments is grabbing a generic assessment, plugging it in and assuming it’s right. Ask yourself what is it exactly you A BAD HIRE TO are trying to COST UP TO FIVE achieve with TIMES THEIR your assessments? Are you ANNUAL SALARY looking to mea- TO REPLACE, SO sure behavior, IT’S IMPORTANT culture fit or TO MAKE BETTER, competency in MORE INFORMED a sales or manDECISIONS WHEN agement role? Think about HIRING. what are you trying to accomplish in your workforce — are you trying to hire people who sell more, or are you interested in lowering turnover? All these questions should be asked and answered before you go down that path. Sourcing best-fit employees is based on a combination of factors, but considering all of these elements will help you ultimately build a stronger, more stable and cost-effective workforce in your company.

Cameron Laker is the CEO and Co-founder of Mindfield, a technologyenabled talent solutions provider that partners with companies to improve the quality of their hourly workforce by tying business outcomes such as sales performance, tenure and engagement to the selection, hiring and measurement of quality candidates. For more information, visit mindfieldgroup.com and follow @mindfieldgroup

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By Mel Kleiman

CONVENIENCE & CARWASH CANADA

Employee Recruiting with Facebook

acebook fills many niches, connecting friends and family, as well. For example, let’s say you post a job opening to your wall. One of your customers sees it, Likes the post, and comments, bridging the gap between brands and customers, and “These guys are great!” Everyone connected to that customer on building online mirrors of “real life” communities. Facebook sees his or her endorsement and may think to themFacebook treats individuals and organizations a little selves “Maybe I should apply.” differently than individual Besides this grass-roots approach, may companies use Facemembers. Individuals build WHEN SOMEONE book Ads to give their brand a boost. These paid-for ads are fineprofiles that focus on their LIKES ANYTHING life and their network is made tuned to the exact social demographic of your target audience. YOU POST ON up of Friends. Instead of con- These ads drive specific applicant demographics to specific posiYOUR FACEBOOK necting to Friends, businesses tions, increasing employment applications, building your talent BUSINESS PAGE, IT build their network by asking pool, and advertising your employment brand. IS AUTOMATICALLY individual users to Like their profile and to Follow POSTED ON THAT company them. When someone Likes USER’S PROFILE anything you post on your Face- As with most everything, using Facebook as a recruiting tool PAGE, CALLED A WALL. book business page, it is auto- has its pro’s and con’s. Let’s start with the con’s: THEIR FRIENDS THEN matically posted on that user’s 1. There is a time cost. Looking at resumes and applications is a time-consuming process. When you expand your talent pool SEE THAT THEY LIKE profile page, called a Wall. Their using Facebook, it will take longer still. friends then see that they Like YOU, EXPANDING 2. Facebook could unfairly influence hiring decisions. When you, expanding your sphere of YOUR SPHERE OF influence. reviewing job candidates, you may be tempted to look at their INFLUENCE. These wall posts and Likes Facebook profile, which can tell you all sorts of details like their age, their relationship status, and whether or not they drive more traffic to your meshave kids. These are all off-limit topics when it comes to maksage. Not only can your following a hiring decision. Even if these facts are not used to make ers/fans Like your profile, they can participate in the dialogue

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a decision, if your company does not have good control measures in place, you can be open to hiring discrimination claims. 3. Sabotage. Even the best companies have disgruntled former employees and unhappy customers. When you post a Facebook message or paid ad regarding a job opening, other users have the chance to post comments about it, both positive and negative. You will need to have a strategy in place to turn negatives into positives.

In its favor:

1. Facebook stands out. A Facebook presence shows you keep up with technology, like to try new things, and that others Like you. Linking job postings through a Facebook page is one of the easiest, quickest ways to give applicants a sense of what your company is really like. 2. It connects you to the right people. When you use a service like Facebook Ads, powerful software engines make sure your job opening is seen by the right people. 3. It’s affordable. If you use your company Facebook page to advertise a job opening, it’s free and the cost of advertising on Facebook Ads is comparable to other, online recruiting tools. Your first option for advertising an open position is to simply create content right on your main business page. Under the page banner, you’ll see a box that says, “What have you been up to?” Type your recruiting message in the box, add a link to the application form and perhaps an interesting photo, and then click “Post.” Your ad is now live on your Facebook page. The upside to this method is that it is quick and easy. Your message will show up in your Followers’ News Feed, and they, in turn, can Like your job posting which then sends it to their Friends’ News Feeds. This creates ‘word-of-mouth’ momentum that can connect you to many people quickly. The downside is that the process is more random as it is not targeted to a specific demographic. It is also time-sensitive and can become buried in a News Feed as others post over time. Using your business page to attract job candidates works best after you build a strong fan-base. This is done by building engagement with the Facebook community either by responding to individual Facebook users or by creating a data-driven content strategy. When you first jump into Facebook, try engaging Followers one-on-one to establish an active presence. In the beginning, this will be easier as your volume will be fairly manageable. Over time, you will want to build a more cohesive content strategy. Collect data

on how your audience reacts to your content and how they engage with it. This can help you re-evaluate the timing and frequency of posts, the format or struc- WHEN YOU ture, and the types of media FIRST JUMP used. This strategy works INTO FACEBOOK, for both employment and TRY ENGAGING general business marketing FOLLOWERS on Facebook.

ONE-ON-ONE

Your second option for Face- TO ESTABLISH book recruiting is to use AN ACTIVE Facebook Ads which leverage your reach by matching PRESENCE. IN THE your brand with a robust BEGINNING, THIS ad-targeting platform that WILL BE EASIER connects you with the can- AS YOUR VOLUME didates you need, when you WILL BE FAIRLY need them. Facebook Ads MANAGEABLE. OVER let you define your ideal TIME, YOU WILL employee profile while you WANT TO BUILD A promote your brand, organization, and open positions to MORE COHESIVE your target candidates. CONTENT STRATEGY. As you start to prepare your ad campaign, think about your primar y Recruitment Objective, and refer back to this statement as you work on the ad campaign. Your main objective may be attracting applicants to the specific position you want to fill, increasing job fair registrations, reaching diversity goals, promoting your workplace brand, or building your talent pool.

After defining your recruitment objective, you will want to create a Profile of Potential Candidates. Things to consider include:

• Location: Where do your candidates live? • Demographics: What is their typical education level, work experience, and age? • Behaviors: What do they like to buy? What devices do they use? Where do they shop? • Connections: Have they visited certain pages? Do they prefer certain apps? Do they go to certain events? • Audience: Are they fans of your Facebook page or company website? • Interests: What do they like to do? What pages do they visit? Knowing these things can help you create a recruiting campaign that is as narrow or as broad as you need it to be. For example, if you are opening a women’s clothing boutique and need clerks, you’ll want to

SEPTEMBER / OCTOBER

broadly target people who are outgoing, like fashion, and enjoy working in retail. However, if you need a software engineer in Seattle, you may want to narrow the search to professionals in the SeattleTacoma area with a degree in Computer Science or Software Engineering and five years’ software development experience. Clearly defining your target candidates is important.

Visit: www.facebook.com/advertising/ and click “Create an Ad”. With this service, you will be able to connect to your followers with ads, create multiple ads to help build an audience for your business page, use the targeting options to show your ads only to the people you want reach, and see which versions of your ads work best.

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Mel Kleiman is a speaker, consultant, and author on strategies for hiring and retaining the best hourly employees and their managers. You can reach Mel at (713) 771-4401 or via mkleiman@humetrics.com

By Sharon Evans

CONVENIENCE & CARWASH CANADA

Golden Rules of Customer Service Have you ever heard the golden rule? Do unto others as you would have them do unto you? Well, its money in the bank. At your store your number one goal is to bring customers back. Ensure employees know the rules of the road, and act like they would if they depended on the customer’s return visit.

BE KIND

BE QUICK

Each person who enters the store could use a little kindness today, and it will be a gift they will remember you for. Be cheerful, polite, and helpful in interactions with the client.

Most people stopping at your location have a distinct reason for doing so. Ensure that staff have one priority – serving the customer. Absolutely everything else can wait.

TRAIN STAFF TO AVOID SLOPPY SPEECH

TEACH STAFF WHAT THE EXACT PROCEDURE IS IF A CUSTOMER VOICES A COMPLAINT

‘Yah, un-huh’, ‘not a problem’ are slang and sometimes inappropriate answers. List the words you’d like your staff to avoid in conversation with the customer.

If they tell the staff you are out of something, or gives a suggestion for an item you don’t carry, or something is out of order let staff know what they should do.

TEACH STAFF THE APPROPRIATE TELEPHONE GREETING

ENCOURAGE STAFF TO MAKE EYE CONTACT WITH THE CUSTOMER

Ensure that they study your top 10 list of most frequently asked questions and keep the list up to date for both in person and telephone questions.

The customer will remember and know that the goal is for them to come back and the customer will feel a little better about their transaction.

ENSURE STAFF UNDERSTANDS YOUR TELEPHONE RULES Attend the customer in front of you before answering the phone.

GIVE THE STAFF INFORMATION AND POWER TO RESOLVE PROBLEMS If something is out of order, ensure the staff knows which things they should try to fix, and which should be communicated to the manager or owner.

ENSURE STAFF KNOW THE RULES ABOUT USING THEIR SMART PHONES AND EATING IN FRONT OF THE CUSTOMER Customers that feel ignored will be less likely to return.

This article was written by Sharon C. Evans. Ms. Evans is a business coach and career counselor, and is a certified productivity coach. sharon@sharoncevans.com | 204-488-2819 | www.facebook.com/SharonCEvans | www.twitter.com/SharonCEvans | www.linkedin.com/SharonCEvans

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By Kelly Gray

CONVENIENCE & CARWASH CANADA

More C-store customers want convenience. Give it to them with more services and make more revenue in the process

very day 10 million Canadians walk through the doors of a convenience store. Operators must ask themselves if they have met the needs of these people by adding value to their visits. Yes, stores offer large selections of cold beverages and hot coffee as well as tobacco and lottery products, but how are Canada’s C-store’s helping customers with services that save time. According to Ontario-based business consultant Ren Smith, the country’s Cstores need to look closely at services. He reports that this sector of the industry is worth about 10 per cent of sales and can be responsible for considerable basket add ons when people drop into a retail location to pay a bill, obtain some cash, buy a park pass or pick up some transit tickets. He points out that traditional revenue streams in C-store have been declining. Here, he points to tobacco and carbonated soft drinks as good examples. “Retailers need to look harder at new sources of sales to replace those that are falling below the horizon line. To do this they must look inward to better understand their solid customer base and then look outward to see from where new business can come. I believe that expanding the services on offer is a perfect way to attract new trade,” he says. “There is money to made selling tickets to local events as well as doing money transfers. When people need a service C-stores need to be the place where

SEPTEMBER / OCTOBER

services are found. Simply having a bunch of shelves selling the same goods as the grocer up the street will no longer cut it, especially when the large grocer is open long hours seven days a week. C-stores cannot compete with big food retail on price. C-stores must compete on service. This is where the battle for sales will be waged.”

Consider 7/Eleven. In the US they saw a huge opportunity to service people who do not use credit cards or traditional bank services. In the US 63 per cent of those between the ages of 18 and 29 have no credit. When it comes to bank accounts 28 per cent of Americans have either no service or are underserviced. How do these people pay bills, purchase goods and services

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on-line or even get an airline ticket? At 7/Eleven locations in the US they are using Green Dot Bank, one of the US’ largest MasterCard and Visa prepaid card distributors, to allow customers to carry out a variety of financial transactions like loading cash cards right at the till, making a payment to a utility or making a purchase such as a Greyhound bus fare. Customers can also send a money transfer or make a purchase by loading cash funds into a PayPal account. Operators can also deliver financial convenience with the installation of an ATM in-store. According to Sean Burke, Vice President Business Development, FCTI Inc, 60 per cent of those people who use an ATM will use the cash in store. “The goal here is to drive incremental traffic. ATM’s increase transaction volume as well as foot flow,” he says. According to Burke operators find customers turn to in-store ATM about 300 times a month. Given the business model where these machines can cost small money each month, the payout in both added sales and profits from machine usage make them essential to CANADA IS store success. “In a C-store people HOME TO buy with their ABOUT 40,000 eyes. Place an ATM NON-BANK where it is highly ATMS. THESE visible,” says Burke, ARE FOUND adding that ATM WHERE EVER footprint is around three square feet. PEOPLE NEED “This footprint can CASH. “WHERE be one of the best EVER THERE IS profit centres in the CASH THERE store if the opporARE SALES. tunity is correctly approached.” At FCTI they offer machines at no cost. “Operators provide the power and the space and we do the rest under a model where we share the revenue.” He remarks that some operators prefer to purchase the ATM outright and keep all the revenue. “In this model the operator does all the work and we charge a fee to process the transaction. We find that operators with less than 10 stores may prefer to own the system, but chains are

CONVENIENCE & CARWASH CANADA

ACCORDING TO SEAN BURKE, VICE PRESIDENT BUSINESS DEVELOPMENT, FCTI INC, 60 PER CENT OF THOSE PEOPLE WHO USE AN ATM WILL USE THE CASH IN STORE.

looking to us to partner with the place- the purchaser. Product is safely stored ment scenario.” and dispensed exactly as the customer Burke suggests the concept is an easy demands. Popularity for kiosk devices one. “Put cash in your customers’ hands is growing rapidly with market growing to make more revenue in store,” he says, 11 per cent globally. noting that Canada is home to about According to TIO Networks, a cloud40,000 non-bank ATMs. These are found based bill payment processor serving where ever people need cash. “Where North America’s largest telecom, wireever there is cash there are sales.” less, cable and utility bill issuers. SupBrian Minaker, Manager Consumer plementing ATMs with bill payment Market Management, MTS Allstream, kiosks can really improve “basket size” adds that PIN sales can be another great and drive impulse purchases of prodaddition to a store’s service package. A ucts placed around the kiosk stations. PIN is a number code that allows mo- For example, a large retail industry clibile phone customers to add on time ent of TIO Networks saw an 11 per cent and service credits. “Customers who average increase in sales of promotional purchase a prepaid PIN go about it in items placed around their bill payment a similar way to purchasing a prepaid kiosks. C-stores also have seen great to card. Through the Convenience Store their stores by marketing and encourthey purchase the PIN, it’s printed out aging the use of these convenient paysimilar to a receipt and they call in with ment locations to their customers as an their PIN to add the amount to their alternative when paying outside regular prepaid account,” he says, adding that office hours. when a new virtual PIN provider wishes Tio reports that a 81 per cent of reto order PINs from MTS they draft an spondents to a recent RVA Marketing, agreement allowing them to sell any de- Research, Consulting study said they nomination of PIN ($15, $30, $60, $100). also made in-store purchases when “Once the agreement is finalized the pro- dropping in to use the bill payment vider goes through prepaidpin@mtsall- kiosk. Perhaps even more important is stream.com to order pins. They can also the fact that 84 per cent of respondents request collateral from us if they wish to said they were more satisfied overall showcase the PINs within their stores.” with a particular C-store because of the For stores where traffic is high, but bill paying options. staffing is low, kiosks might be the The power of added service can be answer. Certainly, the PIN mentioned seen in stores where operators have above or even bill payembraced the concept of ments can be easily hanbecoming a neighbourhood dled by automated kiosks. service centre. Tio points Even products may be to studies in Asia Pacific Cdispensed through this stores. In locations such as OF RESPONDENTS Japan method. For example, C-stores take service SAID THEY WERE to new levels with customSim cards, the tiny deMORE SATISFIED ers able to buy theatre tickvices that hook up mobile phone networks, are easets, transfer money, drop off OVERALL WITH ily dispensed via kiosks. dry cleaning, and even leave A PARTICULAR Already marijuana retail- C-STORE BECAUSE their luggage for airlines to ers in BC and Colorado pick up. Stores in the reOF THE BILL are utilizing automated gion have seen overall sales PAYING OPTIONS increase of 29 per cent after kiosks to enhance security and provide product to they began using kiosks to customers who approach enhance overall service. the kiosk, establish their What do your customers credentials, make a selection and pay say about the level of service your store with cash or card. Perhaps tobacco sales offers? would best be done though kiosks that use biometrics to guarantee the age of

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By Sarah Daily

How to Increase Traffic with POP

You wake up and get ready for work as you do every morning. But this morning, you got ready quicker than usual and have a little more time on your hands to grab some breakfast. You remember one of your co-workers mentioning a convenience store that makes great breakfast burritos and decide to drive a little out of your way to check it out. Pulling in to fuel up your car, you notice the pump topper is an advertisement for “Hot and Fresh Breakfast Burritos”. You walk in and are immediately greeted “Good morning!” by the friendly staff. An organized layout and clearly marked sections with beautiful signage quickly guide you to the breakfast burritos—hot, fresh, and ready-to-eat. A sign near the breakfast burritos encourages you to “make it a combo” by grabbing a 20oz coffee.

he cashier quickly processes your transaction and you’re on your way to work. After having such a pleasant experience, you remember to patronize that store more often. In this scenario, you were influenced to enter the store, purchase a foodservice item, and you had a great experience with the store’s brand. Behold the power of signage. Signage has evolved tremendously over the years in the convenience retail industry. Signs no longer just inform or give direction—they drive traffic, influence purchase decisions, and strengthen brands. With more than three-quarters of consumer purchase decisions being made inside the store, continually evolving and innovating to meet customer needs is even more crucial. Although digital signage is becoming popular with consumers, for most convenience retail owners, it is too expensive to implement and manage. And with over 700,000 businesses driving this $708 billion industry, printed signage isn’t going anywhere soon. This is good news for retail operators who understand the importance of signage and how they can use it strategically to increase traffic in their stores.

Drive In-Store Traffic The most basic way to use signage is as an attraction to your store. However, even more important is to attract customers inside your store. It’s not enough for your sign to display the name of your store or brand. In order to win new customers, your outdoor signage must stand out with eye-catching design that leads them inside to the shelves and stock. Outdoor signage includes everything from your canopy down to pump toppers and window posters, and truly successful signage persuades customers to purchase items. You can accomplish this by ensuring that messaging is consistent from your outdoor signage to in-store signage. If your pump topper is advertising $.99 for any size coffee, place similar messaging near your hot beverage station. In this way, you are placing a trail of breadcrumbs for your customer to follow and ultimately influence their purchase decisions.

Influence Purchase Decisions Convenience retail customers do not browse the aisles as they would in a grocery store. Many trips are made with purpose—they are on a mission to retrieve one or two items and quickly go about their day. Because of this, operators must use signage to incite customers to impulse buy, increase their existing basket size, or purchase add-on items. Zone merchandising—setting measurable business goals for different areas of the restaurant while considering customers’ needs and behaviors in each— can help operators make every second of their brief interactions with customers count, says Howland

SEPTEMBER / OCTOBER

IF YOU Blackiston, principal at Westport, challenge for convenience retail with consultancy King- this type of signage is creating an NOTICE THE Connecticut–based Casey. Successful zone merchandising emotional experience while remaining SIGNAGE OF utilizes repetition in their advertisements the customers’ quick grab-and-go stop. FOODSERVICE and messaging to stay in the “top- Try creating your own promotional GIANTS LIKE of-mind” awareness of the consumer. template instead of using ready-made MCDONALDS However, having too many messages can POP from your vendors. Utilizing your OR STARBUCKS, overwhelm your customers. Try instead brand alongside your promotions will not strengthen your brand but create an THEY OFTEN to focus on seven to 10 messages at most. only emotional experience for your customers. SHOWCASE BEAUTIFUL Strengthen Your Brand savvy convenience retail operators Stay Consistent PICTURES While use signage to influence purchase The key factor to increasing traffic with OF FOOD decisions and drive traffic, they still signage is consistency. Consistency in ALONGSIDE struggle to use signage to build their your messaging and signage creates KEYWORDS brand. QSRs (Quick Service Restaurants) trust and credibility with your customers. LIKE have spent years building their brands When your customers trust you, they with signage. If you notice the signage will patronize the store regularily “FRESH” AND of foodservice giants like McDonalds or instead of visiting just once out of “DELICIOUS”. Starbucks, they often showcase beautiful necessity. Customers will visit because pictures of food alongside keywords like “fresh” and “delicious”. The trend has gone away from advertising price points to advertising experience. The

they know they can expect a great, consistent experience every time. If you manage several locations with the same brand, consistency becomes even

CONVENIENCE & CARWASH CANADA

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A NEW TREND IN CONVENIENCE RETAIL SIGNAGE IS TO CREATE THE LOOK AND FEEL OF BEING IN AN UP-SCALE RESTAURANT TO ATTRACT MORE FOODSERVICE CUSTOMERS.

more important to maintain the integrity of your brand. For instance, if you are running a promotion at one store, ensure that all other stores are advertising the same promotion in the same way. Customers want to know they can expect the same experience from your store brand regardless of which location they visit. Overall, signage is an investment in your business. You are not limited to the ways you can creatively express your brand through point of purchase. Carefully consider the type of experience you want your customers to have. Then choose signage that best represents that experience. Donâ&#x20AC;&#x2122;t be afraid to try new things. A new trend in convenience retail signage is to create the look and feel of being in an up-scale restaurant to attract more foodservice customers. If your goal is to be the place where everyone gets their morning cup of coffee, make sure your signage is designed accordingly. When executed correctly, signage increases traffic, influences purchase decisions, and builds your brand. Sarah Daily is Marketing & E-commerce Manager, The Morrison Group

CONVENIENCE & CARWASH CANADA

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CONVENIENCE & CARWASH CANADA

Cold Comfort

The largest share of Canada’s soft drink sector is flat. Fortunately a number of smaller sectors will pick up the slack behind the cooler doors

SEPTEMBER / OCTOBER

Canada’s C-store cold beverage market is big. Consider volume increments much beyond population growth,” that beverages represent just shy of 20 per cent of the says the researcher in its 2014 study on the Canadian industry’s gross profit stream on about 10 per cent beverage sector. of sales. Indeed, The Canadian Convenience Stores New products have been entering soft drinks across Association (CCSA) reports that five areas alone (Juices, product types. In CSD’s the leading players sought to Cocktails/ Flat Water/ Energy create a mid-calorie segment and develop products Drinks/ Carbonated Soft Drinks/ with more natural sweeteners. For example, Pepsi Next, DATA SHOWS Beer) sales exceed $716 million introduced in 2014, is made with stevia – a sweetener After five or six years THAT CITRUS across the country. positioned as natural. we are still seeing CARBONATED Despite the strong showing in strong growth thanks Euromonitor tells us that some key players, such products such as SOFT DRINK (CSD) sales volume, the numbers reveal a toBomb as Coca-Cola, Pepsi-Cola Canada Beverages, A LasEnergy Drink. ARE FLAT WITH change in what Canadians are reach- Sports and Isotonics sonde and Canada Dry Motts, have faced challengalso trending very ing conditions as their key product areas saw weak SALES DOWN BY ing for when they open the doors of are well even though the C-store coolers. Once, consumers sector is maturing. or declining volume sales. “Cola carbonates suffered ABOUT $200,000 would have likely grabbed a cola or from health trends while juice witnessed a significant (ACNIELSEN) citrus carbonated soft drink (CSD). level of saturation. New product development and a YEAR OVER YEAR. Now, data shows that CSDs are flat with sales focus on growth areas of soft drinks, as well as business realignRISING STARS ARE down by about $200,000 (ACNielsen) year over ment through acquisitions and/or divestitures, are among the ENERGY DRINKS, year. Rising stars are Energy Drinks, Sparkling key strategies employed to maintain relevance and sales growth,” Beer and Functional Beverages. they say, noting that niche players continued to add dynamism SPARKLING Waters, At Core-Mark, Canada’s premier supplier to the industry. WATERS, BEER to the C-store trade, they are working to stay Here an interesting case in point is Old Tyme Jamaican GinAND FUNCTIONAL ahead of the curve. “We are seeing gains in ger Beer from I-D Foods. A spicy mainstay of the Caribbean, this BEVERAGES. products such as Vitamin Waters and others in the alternative beverage sector,” says Core-Mark’s Corporate Director of Canadian Marketing, Chuck Arcand. “Energy Drinks are still showing very strong growth and seeing greater product diversity,” he says pointing to Monster, a beverage line that is vaulted upward by 30 points. “We are seeing stores reduce the number of cooler doors allocated to CSD’s in favour of Alternative Beverages. In fact when we show operators how to better merchandise the category strong sales are the result. Our beverage category is growing by 10 percent thanks to innovative products that are hitting trends right on,” says Arcand mentioning the Energy Drink sector as a key driver. “After five or six years we are still seeing strong growth thanks to products such as Bomb Energy Drink. Sports and Isotonics are also trending very well even though the sector is maturing. We see Sport Drinks and Functional Beverages up by 20 per cent. “As a business person you have to use the tools available. We make easy to understand plan-o-grams part of our strategy for retailer success and show how to increase basket size using the ✦ Walk In Coolers & Freezers power of cold beverage impulse decisions. Beverages are a crucial ✦ Open Faced Merchandisers area for operators to understand because of its sheer size. We ✦ Soft Serve Ice Cream Dispensers are helping to drive profitability by taking a lot of the guesswork ✦ Fountain & FCB Drink Dispensers out of planning.”

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CSD’s – A Challenging Sector According to Euromonitor, 2014 saw weak performance in the overall volume sales of soft drinks. “The key type, cola carbonates, continued to see a decline as Canadians moved towards healthier and more exciting alternatives. However, RTD tea and sports and energy drinks continued to register total volume sales growth. On the whole, aside from health trends, the Canadian marketplace is highly mature, with high per capita consumption of soft drinks. This makes it increasingly difficult for soft drinks players to post

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Happy Water is bottled with naturally sourced Lithium, a mineral that tends to give people a slight mood lift. According to Leading Brands’ CEO Ralph McRae, the product is doing well in yoga studios and gyms, but is now seeing gains in convenience retail

Ginger Beer has been offered by the Montreal-based company for the past 20 years. According to Senior Product Manager Claire Lamoureux they re-launched the product three years ago with new packaging and branding. This included more social media and more promotional spots such as Caribbean parades in Toronto and Vancouver and the recent PAN AM Games where the Ginger Beer tied in to the Jamaican teams for added market profile. The upshot has been a 45 per cent growth in sales of a product that bucks the CSD trend with a spicy tart beverage that comes in smaller 250ml bottles. I-D plans to launch a new beverage this year in time for Christmas sales in an effort to keep the momentum going for its interesting alternatives to mainstream carbonated soft drinks. Looking forward, Euromonitor sees that volume and value of sales of soft drinks overall are expected to show further weakness, with continuing declines foreseen for key product categories like colas. The competitive environment in a highly developed market creates limited opportunities for significant share gains. Companies will focus on developing healthier products and product areas that are still undeveloped. As in the review period, growth in some categories is likely to come at the expense of others, while competition within the beverage industry grows.

H2O and Beyond Water continues to do well with still bottled varieties growing by six per cent. Indeed, Nestle’s John Challinor reports that innovation is helping products in their Sparkling and San Pelligrino lines show growth of 10 per cent. “Overall water is moving forward by seven to nine per cent in the strongest gains since 2010. Water is a very profitable offering that works well with bundling to increase basket size. As well, the value proposition is one that means excellent return on a square footage basis. Consider that sparkling water has great market growth (+13 per cent), excellent margin and it offers bundling opportunities. I think this is something retailers cannot ignore if they are truly seeking success.” There is water and then there is Happy Water. A product of Leading Brands, Happy Water is bottled with naturally sourced Lithium, a mineral that tends to give people a slight mood lift. According to Leading Brands’ CEO Ralph McRae, the product is doing well in yoga studios and gyms, but is now seeing gains in convenience retail thanks to its innovative packaging that captures consumer attention. “Functionality has been part of the C-store trade in beverages for the past 20 years. Now people want lower calories as well as functionality and we are delivering with Happy Water,” he says commenting that 25 years ago, consumers looked to 500ml bottles where as now the larger 1ltr package is more successful. Happy Water merchandises in signature yellow boxes that hold five-liter and 10-liter amounts. The idea is an eye-catching display that uses a small footprint in store. Trace is another unique water with a list of consumer attracting attributes. The beverage is actually black in

colour thanks to a proprietary plant source fulvic and humic ingredients. The water turns black because of the way the molecules bind together. This creates difference at the cooler door and makes Trace Black Water stand out from the competition. According to Martino Ciambrelli, President, of Trace, “The Fulvic and Humic components found in their original formula help to provide a natural delivery system, and is a natural supercharger of trace minerals in every drink.” With CSD’s flat, majors such as Coca Cola are looking elsewhere for sales fizz. For example, Coca-cola recently added two new zero-calories offerings in their Glacéau Smart Water family- Squeezed and Rise. Both products increase the number of low calorie offerings by this category leading Functional Water. “We are fortunate in that we can benefit from global innovations and product launches, evaluating how consumers react to new products in other markets”, said Mathieu Robitaille, Immediate Consumption Marketing Manager, Coca-Cola Refreshments Canada. “We also have a commitment to offer consumers the right product, in the right package size, so we are always looking at ways to expand our product offering, particularly in the low and no calorie area.”

Energy Drives the Market Back in 2009 Bomb Energy Drink was a bag-in-box entry directed to the hospitality industry. According to James Cocks, Managing Partner, Bomb Energy Drink, they took the power of their acceptance by bartenders to CBC’s The Dragons’ Den and showed off the product to consumers on TV. They didn’t take a deal, but they did move forward on a consumer product that is becoming one of the country’s fastest growing brands. “We didn’t want to reinvent the wheel, we just wanted to improve on it,” says Cocks. He sees gains of 11 per cent to 15 per cent in the Energy Drink sector. “We want to be the category leader and we are doing it by helping retailers cash in on great sales and the excellent profit potential on each unit,” he says, reporting that they just launched at Mac’s and have just gotten involved with Core-Mark to increase distribution. According to Cocks there are really only three or four other players in the national Energy Drink sector. These include Red Bull and Monster as well as Rock Star. Cocks advises retailers to keep their eyes on products such as Bomb because new product excitement really drives sales at the cooler door. “We are riding a wave of interest that is pushing us forward in the national market where we expect to be one of the front runners thanks to the incredible support we have been receiving,” he says, adding that there are

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few categories in C-store growing as quickly success in this sector is to have a product that is fresh, natural and minimally processed. We have seen that as Energy Drinks. Another player in Energy Drinks is Playboy. consumers are willing to pay more for the opportunity This product claims to be less medicinal than to enjoy foods that deothers in the category and carries the well- liver these attributes,” he known Playboy bunny mark. Playboy Original says, adding that the data comes with a blend of ginseng root, guarana shows him that healthy extract, and a subtle vanilla finish. Sugar free choices are growing faster the product still packs the same wallop of en- than indulgences. “We developed a fresh, ergy consumers demand. Coca Cola is also looking to the Energy all-natural smoothie line Drink sector to push its overall sales. As such that hits all the right flait’s expanding its Monster Ultra line-up to in- vours,” he says, pointing clude Ultra Blue and Ultra Red. As well, Coke to Coconut, Pineapple, has added Tea plus Pink Lemonade to the Mango/Passionfruit, and Blackberry as tastes that work. Monster Rehab line up. The non-carbonated “We’ve just launched an all-natural Matcha Green Tea Tea + Pink Lemonade flavor profile is emerg- Smoothie after we saw that Matcha was a top culinary ing as one of the hottest flavors in the non- trend. This fall we are moving forward with a fresh, allcarb category. The Monster Rehab line-up natural nut-based smoothie line to continue the excitefeatures a proprietary energy blend containment of innovation,” he says. To be sure leveraging beverage innovation brings exing electrolytes, quercetin, antioxidants & citement to the cooler and has the potential to fuel store coconut water, plus 5% juice. traffic for the retailers. What’s in your vault?

Fruity Functionality

Happy Planet is working to astonish taste buds and nourish Canadians one smoothie at a time.

Thirsty Buddha is another powerhouse product that was featured on CBC’s Dragons’ Den. While they too did not take a deal on the show, the company reports they have become the leading brand of Coconut Water in Canada. According to Nielsen Market Track Coconut Water is a $38.4 million segment of cold beverages that is showing 15 per cent gains over the past year. Working to take advantage of this popularity Thirsty Buddha offers a variety of selections that include natural coconut water, natural coconut water with pulp and natural coconut water with mango. The idea is to fill the consumer demand for nutritious hydration that works with active healthy lifestyles. Temple Lifestyle of Montreal markets Thirsty Buddha in Canada and throughout the United States. This point company also offers a slate of good-for-you snacks – Hungry Buddha – that are a good collaboration between cooler and the munchie aisle. Happy Planet is working to astonish taste buds and nourish Canadians one smoothie at a time. According to the company’s VP of Marketing, Brendan Kelly, the brand is moving forward thanks to a reliance on strong core values. “Nielsen reports that the keys to

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An Ounce of Prevention Winter is coming! Now is the time prepare your drying system.

inter is just around the corner. The pleasant weather will fade and soon the challenges of washing cars in winter will be upon us.

Although winter time usually results in an increase in business it also brings additional challenges in the form of ice, salt-coated cars

and increased energy consumption. Despite these and other challenges, good maintenance and housekeeping procedures help operators minimize or prevent operational issues with their equipment.

SEPTEMBER / OCTOBER

CONVENIENCE & CARWASH CANADA

ALTHOUGH WINTER USUALLY RESULTS IN AN INCREASE IN BUSINESS, IT ALSO BRINGS ADDITIONAL CHALLENGES IN THE FORM OF ICE, SALTCOATED CARS AND INCREASED ENERGY CONSUMPTION.

inter is just around the corner. The pleasant weather will fade and soon the challenges of washing cars in winter will be upon us. Although winter time usually results in an increase in business it also brings additional challenges in the form of ice, salt-coated cars and increased energy consumption. Despite these and other challenges, good maintenance and housekeeping procedures help operators minimize or prevent operational issues with their equipment. Clean equipment in good repair is the key to avoiding costly downtime during the high volume winter car wash-

ing season. While the weather is on your side, create a maintenance checklist to help you address all potential issues. After cleaning all those cars, the equipment in your car wash needs to be cleaned too. If your tunnel and equipment are dirty, the air being drawn into your drying system will be dirty as well. Keep the tunnel, floors, pit, walls and equipment cleaned. While cleaning the floors, inspect the dryer’s mounting components. Car wash floors slope toward the pit drains so most equipment has to be leveled when installed. Inspect the mounting plates, shims, bolts and nuts for dirt and corrosion and tighten bolts to

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factory specs. Inspect welds and seams in the dryer’s air handling components for cracks. Sometimes dark streaks will appear on the metal if air is leaking from a cracked weld or loosened component. Before attempting any of the following recommended maintenance procedures be sure you are wearing appropriate PPE (personal protection equipment) and ensure that electrical power is disconnected (use lockout/tagout procedures) to the equipment you are handling. Inspect the air intake routes to your drying system. With electrical power disconnected, inlet screens should be removed and any debris carefully cleaned out. Inspect your impellors for missing balance weights, damage to the blades, corrosion, debris and grime build up as well. These issues can cause balance is-

Before attempting maintenance procedures be sure you are wearing appropriate PPE (personal protection equipment) and ensure that electrical power is disconnected (use lockout/ tagout procedures) to the equipment you are handling.

sues with impellors. Noise and vibration are indicators of an out-of-balance impellor. If not addressed as soon as possible you will experience a catastrophic failure of the impellor that may damage the associated motor, nearby equipment, possibly your customer’s vehicles or your employees. Ensure that inlet screens are securely replaced. Use only manufacturer designed screens or covers; restricting the airflow to your dryer decreases efficiency, raises energy costs and can damage the motor. Motors should be inspected, cleaned and greased. If the motor is making a whining or grinding sound be sure to inspect the motor bearings. Inspect the wiring connections for corrosion or loose wires. Have repairs done by a qualified electrical contractor. Inspect the motor’s

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CAR WASH PAYMENT SOLUTIONS FOR C-STORE/PETROLEUM MARKETS

SEPTEMBER / OCTOBER

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CONVENIENCE & CARWASH CANADA

cooling fan cover. The inlet and cooling fan should be cleaned of wax and grime build up. Use the manufacturer’s recommended amount and type of grease for lubrication. Refer to the manufacturer’s maintenance manual for this information. If your drying system has cloth components, nozzles or any other feature that touches the car be sure that those are regularly cleaned of wax and soap build up per the manufacturer’s recommendations. If your blower has any type of inlet flow control system the following components will need your attention. Inspect air hoses and valve for cracks and leaks. Moisture separators should be inspected and drained daily. Oil reservoirs filled and any gates or other components in the airflow

ConneCt to trending topiCs & news About CArwAshes – beverAges– snACks And other produCts And serviCes thAt CAn help boost Your business. Join our social media sites to hear about the latest products and events to help you run your carwash and convenience store.

https://twitter.com/carwashcanada http://convenienceandcarwash.com https://www.facebook.com/convenienceandcarwashcanada Tweet to us about your unique c-store or carwash with #convenienceandcarwash.com and we may profile your business in our next issue.

pathway should be cleaned. Refer to your manufacturer’s maintenance manual for the required procedures. Car wash operators may find it beneficial, even essential, to heat their tunnels during extreme cold conditions. The primary advantage of a tunnel heater is preventing frozen water pipes and ice buildup on the wash equipment. Adding heat to air already moving through the drying system can reduce the need for secondary heating systems in the tunnel thus allowing for energy savings. A day when its two degrees outside and cars are lined up to the street is not the time you want to be replacing car wash components. Now is the time to order replacement parts and get your equipment in tip top shape.

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

SEPTEMBER / OCTOBER

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.

CASE STUDY

ANTHONY’S NEW COOLER DOOR TECHNOLOGY REINVENTS POP MERCHANDISING

CONVENIENCE & CARWASH CANADA

Carre’ Bistline Director, Business Development Digital Signage Solutions Anthony®

onvenience & Carwash Canada discussed recent advances in point of purchase (POP) cooler door technology with Carre’ Bistline of Anthony®, the Sylmar, CA-based manufacturer and solutions provider of glass doors, lighting systems and display equipment for use in commercial refrigeration systems. Convenience & Carwash Canada: Tell us how emerging video and graphics display technology at the point of purchase can better engage with convenience-store shoppers. Carre’ Bistline: Interestingly, Anthony has found that technology can be a two-edged sword. Too much can be distracting to shoppers who then lose focus, but smart, targeted in-store technology solutions can effectively engage shoppers right where purchase decisions are made. These smarter in-store solutions reach today’s shoppers using rich media. This is essential for on-thego consumers, and it’s especially true with Millennials who often make food choices based on technology options. This requires effective digital signage that is very strategically placed as to how the shopper is navigating through the store so it will timely intersect their path to purchase. This merchandising strategy puts actionable messages in the shopper’s line of sight and within arm’s reach of the product. With more than 50 years of experience in the convenience store and retail food sectors, Anthony understands the needs of the retailer and has pioneered industry innovations with game-changing cooler and freezer doors, LED lighting, and shelving. Our patented, next-generation iDOOR® is a successful combination of digital technology and in-store merchandising strategies that creates proximity-based messaging for better consumer en gagement using a transparent LCD screen embedded within the refrigerator/freezer door.

CASE STUDY

SEPTEMBER / OCTOBER

CCC: Why did you develop the new iDOOR? CB: Anthony engineered the iDOOR to

provide retailers with high-definition visual promotions that connect with the shopper at the very moment they are making their buying decision. Many retailers adhere door stickers or insert price promotion tags inside the door, which is not compelling communication. iDOOR messages can be day-parted by the time of the day, day of week, and you can also meta-tag stores by environmental factors. For example, if a store is next to a school or public venue, the retailer can insert content like afterschool specials or tied to special events and seasons. As retailers continue to expand data collection and analytics to better understand consumer behavior, trends and shopping patterns, we can utilize that information

to drive relevant messaging through technologies like the iDOOR and deliver a more proactive merchandising strategy. The closer you connect the shopper and the message at the point of the purchasing decision, the better your chances of conversion. CCC: How does iDOOR technology benefit convenience-stores? CB: With its ability to provide relevant five-second messages about promotional items, limited-time offers or store brand messages that link shoppers to other instore messaging, the iDOOR becomes an integral part of an in-store marketing strategy. It provides opportunities to share value-focused information too. For example, convenience stores could use an iDOOR to attractively promote sale items and special multiple-purchase offers.

Consumers’ shopping habits are very fluid and often impulsive, especially in convenience stores. The iDOOR allows retailers to engage with customers on a more personal level that is relevant to them and assist them in selecting purchases. With its engaging technology, the iDOOR can deliver key information to consumers where and when they want it. In the end… we want to provide c-store owners with a solution to help sell more product!

To see the new iDOOR in action, please stop by Anthony’s booth #4946 at the NACS Show. If you’re not attending NACS, please feel free to reach out to us at www. anthonyintl.com, InnovatingWhatsNext@ anthonyintl.com, or call 800-772-0900.

Q&A

carwash CONVENIENCE & CARWASH CANADA

How can operators get the most from carwash chemicals? We ask the pros at Turtle Wax

Sponsored by Turtle Wax

Q a

What is the best way to compare chemical cost from different carwash chemical manufacturers?

All too often we hear experienced carwash operators talk about specific products or chemical lines as “cost effective” or “too expensive” based on the price tag alone. Nothing could be further from the truth! The only true way to determine chemical cost and accurately compare multiple product lines is to evaluate based on cost per car (CPC). Cost per car simply equates to cost per application. In order to arrive at a cost per car, chemical usage per application and purchase price must be factored into the equation. Once a cost per application has been determined for each chemical used in a carwash, the aggregate total is the cost per car. For more information regarding chemical analysis and cost per car (CPC), please contact your local carwash distributor or current chemical provider. Be sure to look beyond the price tag before you label carwash chemicals “cost effective” or “too expensive”.

Q a

How can a carwash operator leverage his chemical supplier to grow profits?

In today’s age of foaming arches and bubblizers, almost every chemical manufacturer offers premium, upgrade products designed specifically for these applications. These products were developed to deliver the ultimate in customer show, create a hand wax feel, and generate higher ticket averages for operators. We recommend the use of a foaming detergent or wax applied through a foaming arch paired with a premium total surface protectant in order to create a new top package. This new top package will command top dollar and will allow operators to increase ticket average and grow profits. Finally, carwash operators can and should leverage the brand name of their chemical supplier along with the marketing and signage programs many companies offer. Operators have a significant opportunity to brand stack, create awareness to premium services, and educate the consumer how and why it is important to purchase the top wash package. The end result should be a significant shift in purchases up to the top wash package along with increased revenue and profits.

Q a

What are the newest trends in the carwash chemical industry?

Over the last five years, most carwash chemical manufacturers have developed and launched hyper-concentrated chemical lines. The benefits of hyperconcentrated chemicals are more active cleaning ingredients per container and reduced chemical application. These benefits assist carwash operators by minimizing impact on the environment, reducing freight charges incurred, and delivering the cleanest, driest, shiniest cars possible. Recently, carwash chemical manufacturers have focused on smaller packaging options and the development of chemical management systems that have taken the industry by storm. The intent is to make chemical handling, storage, and disposal as easy and efficient as possible without effecting overall wash quality. New packaging options are typically two – three gallons in size that work in conjunction with a chemical management system found in the backroom. The chemical management system is a reservoir or delivery system that stores products, delivers products to the pumping stations, and reduces an operator’s overall chemical footprint in already crowded equipment rooms. If you’re tired of moving and storing 30 or 55-gallon drums of chemical, a chemical management system with smaller packaging options is the solution for you!

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SEPTEMBER / OCTOBER

Convenience Store Expo Get Ready for 2016! The Western Convenience Stores Association hosted its first Convenience Store Expo this past May. The CS Expo brought together Convenience, Gas and Car Wash Industry professionals for a day of learning, networking with peers & experts, buying and selling, and great fun. It was an unbeatable opportunity for buyers and sellers to come together, conduct business, learn from one another, gain new ideas and form new partnerships. As covered in the last edition of this magazine, the event was a great success! Feedback from this yearâ&#x20AC;&#x2122;s participants will result in an even greater event next year. The WCSA has reserved the brand new Anvil Centre in New Westminster as the venue for June 1, 2016. Visit www.anvilcentre.com for information about this exciting new venue. STAY TUNED! Further information and online registration for retailers and sponsors will soon be posted at www.csexpo.ca. If you would like more information please feel free to contact Brenda Jane Johnstone at bjjohnstone@convenienceandcarwash.com (204 489 4215) or me at Andrew_Klukas@shaw.ca (778 987 4440). Sincerely,

Andrew Klukas President, Western Convenience Stores Association

What’s New

Wayne Fueling Systems Completes Payment Rollout in the PETRONAS Dagangan Berhad Network, Malaysia

CONVENIENCE & CARWASH CANADA

PDQ and Dover Foundation Donate $10,000 To Make-A-Wish® Foundation Through its ongoing campaign to support the charitable work of organizations serving local residents, PDQ Manufacturing, Inc., an industry-leading manufacturer of in-bay automatic vehicle wash systems, has made a $5,000 donation to the Make-A-Wish® Foundation of Wisconsin. The amount was equaled through a matching-grant initiative created by the Dover Foundation, which is the philanthropic arm of PDQ’s parent company, Dover Corporation, for a total donation of $10,000. The Dover Foundation was created in 2011 as a way to help support not-for-profit organizations, causes and/or projects that benefit the local communities in which its operating companies are located. This marks the fourth consecutive year that PDQ and the Dover Foundation have made a donation to Make-A-Wish of Wisconsin, which grants the wishes of children who have been diagnosed with life-threatening medical conditions. Specifically, this year’s donations helped make the wishes of two ill Wisconsin children come true: Delaney, a teenager diagnosed with a rare form of cancer called multiple endocrine neoplasia, received her wish by traveling to Atlanta, GA, to shop for a new wardrobe, participate in a beauty pageant and spend time with Kim Gavel, the star of her favorite television show Kim of Queens. Evangeline, a two-year-old diagnosed with a terminal brain tumor, had her wish come true by traveling with her family to the Bahamas to spend time together not worrying about radiation treatments, doctors visits or her poor prognosis. For more information about PDQ Manufacturing, please visit www.pdqinc.com. For more information on the Make-A-Wish® Foundation of Wisconsin, please visit www.wisconsin.wish.org.

Wayne Fueling Systems (“Wayne”), a global provider of fuel dispensing, payment, automation, and control technologies for retail and commercial fuel stations, and its local partner Titan Oil & Gas Sdn. Bhd., have completed a significant project for customer PETRONAS Dagangan Berhad (PDB), to design a new outdoor payment infrastructure based on Wayne iX Pay secure payment platform and Fusion forecourt platform. The project was certified with Malaysian banks and rolled out to 480 PETRONAS Stations located in Central and North Malaysia, as well as Sabah and Sarawak in Eastern Malaysia. The payment upgrades, including media-ready screens and secure Europay, MasterCard and Visa (EMV) components, were provided as retrofits to already installed Wayne Vista™ and Global Star™ fuel dispensers in the network, as OPW Releases World's First Conventional Nozzle standalone payment pedestals, or to Meet SAE J285 and ISO 9158/9159 Spout and integrated into the new Wayne Fill Pipe Standards Helix™ fuel dispensers recently OPW, a global leader in fluid-handling solutions, has aninstalled with PDB. nounced that its 11® Series Automatic Nozzle (11A® and The success of the project can in 11B®) is the first conventional nozzle to come equipped large part be attributed to leverwith a spout meeting SAE J285 and ISO 9158/9159 global aging the expertise and dedicafill pipe standards. For more than a century, the 11 Series tion of Wayne’s cross-functional has been a standard for nozzle innovation and perforteam at a regional level, as well mance, capable of dispensing the latest grades of leaded as its Austin, Texas U.S.A. and and unleaded fuels. Shanghai, China facilities with In addition to meeting the requirements of SAE J285 support and collaboration of the and ISO 9158/9159, the spout of the 11A and the 11B is various PDB teams in the Retail now crafted from aircraft-grade aluminum. The spout Engineering, Business Technolalso includes an anchor ring and anchor spring, along ogy and Customer Experience with a new seat ring that improves the nozzle’s shut-off departments. performance. “Following the upgrade, all fuel "This updated design ensures that the OPW 11 Series pumps at PETRONAS Stations nozzles will work with all vehicle fill pipes and the capnationwide now come with their less vehicle fill ports that are gaining popularity on new own Outdoor Payment Termivehicles around the world," said Matt Lauber, Product nals (OPTs), offering speed and Manager for OPW Retail Fueling. convenience for customers who Although the construction of the 11 Series has been prefer to pay with their debit or enhanced, its ability to safely dispense fuel for retail and credit cards,” says Shaharuddin commercial applications remains. Customers who have Muhammad Sidek, Head of PDB’s always relied on the 11B for prepay, self and full-service, Retail Business. credit/debit card readers or card-lock systems will conWayne has been supplying PDB with dispensers since 1974 and its tinue to experience the same functionality that made 11B fuel pump installed base accounts the world's most trusted conventional nozzle. for about half of its retail network. To learn more visit OPW Retail Fueling.

Owning and managing a gas station comes with its challenges, one of which can become a constant hassle: stains that seem like they are here to stay on the pavement. Krud Kutter has recently introduced a biodegradable product that can help you give your pavement that “brand new” look with very little elbow grease. Krud Kutter Oil Grabber absorbs and lifts embedded oil stains without scrubbing. It removes stains from gas, anti-freeze, brake fluids, diesel fluid, hydraulic fluid, power steering fluid, transmission fluid and more. The product can be used on a variety of surfaces including asphalt, concrete, composite decks, driveways, garage floors, wood, etc. Krud Kutter Oil Grabber is applied to the oil stain, lifts the stain and dries to a powder. The powder can easily be swept up and the area rinsed to reveal a stain-free surface. Without a doubt, Krud Kutter Oil Grabber is a highly effective cleaning product that is also safe for the environment. For more information about Krud Kutter Oil Grabber and other Krud Kutter products, please visit www.rustoleum.ca.

SEPTEMBER / OCTOBER

Franklin Fueling Systems Appoints New VP Sales Americas.

PROKLEAR launches a Rinse-less Car wash concentrate that uses just 500ml of water to clean a sedan-sized car

Franklin Fueling Systems (FFS), a global leader in total system solutions for the petroleum equipment market, has announced the promotion of John Adrian to the position of VP Sales-Americas. Mr. Adrian has a total of 27 years of experience in the retail petroleum industry. Over the last eight years, he has led the strong market growth for FFS in the Western Region, as well as leading and developing the Western Region sales team. Adrian has a BA in Business Administration from Point Loma University and a MBA in Business Management from Pepperdine University. He started in the industry with ARCO Products Company in California where he established a track record of outstanding performance and increased responsibilities over an 11 year tenure. By 1997 Mr. Adrian had worked his way up to AM/PM Regional Sales Manager and was managing all ARCO retail facilities within the San Diego market.

PROKLEAR, a Chennai, India –based company, has announced that it has launched a rinseless car wash concentrate. The company claims their new product offers the world’s lowest cost per wash and the world’s highest dilution ratio of 1:100. PROKLEAR’s new product uses only 500ml of water to clean and shine, whereas a normal car wash consumes 50 to 60 times more water on an average. According to PROKLEAR, the product contains active agents that lift dirt and grime from pores of the surface, encapsulates them and provides lubrication so that the dislodged dirt cannot redeposit or cause damage while cleaning. The product is available in hyper concentrated form. A sedan-sized car can be cleaned and shined by using 5ml of the concentrate and just 500ml of water. The concentrate is first diluted in water and the sprayed on the vehicle. Car cleaners merely use two microfiber towels to lift dirt and to buff. The final rinsing of the vehicle, the stage that uses the most water in a traditional wash, is not required. The product cleans exterior and interior paint, plastics, glass, vinyl, tires, and wheels. PROKLEAR reports the product is environmentally friendly and biodegradable. The other Nano technology products by PROKLEAR™ are Antifog Spray, Anti Glare & Anti Rain for windshield, Wiper water additive, Nano Silica Scratch resistant coating for automobile surfaces including paint, plastic etc., More details are available at www.proklear.com

Anthony® Introduces Enhanced Optimax Pro 24 LED Light Sylmar, CA, USA – July 15, 2015 – Anthony® is pleased to announce the introduction of the enhanced Optimax Pro 24 LED Light, which offers an unparalleled level of illumination quality for viewing merchandise.

Pre-Packaged Dispenser Sumps Now Available Franklin Fueling Systems announce the launch of new pre-packaged dispenser sumps. This service offers a custom, complete ordering solution for under-dispenser containment systems with a single part number. Combine APT™ or UPP™ Piping & Containment System products with FLEX-ING™ and EBW™ brand Service Station Hardware products for an easy-to-order, ship, and install package. The system includes customizable options for: • Sumps • Stabilizer bar kits • Number of product lines • Pipe size and brand (APT™ or UPP™) • Entry boots • Test boots • Shear valves • Flexible connectors • Tee (in-line) or elbow (end-of-run) fittings For more information visit www.franklinfueling.com

The Optimax Pro 24 LED Light utilizes a coined optic that provides a 30% increase in illumination and efficiency when compared to previous models.

The Optimax Pro 24 LED Light utilizes a coined optic that provides a 30% increase in illumination and efficiency when compared to previous models. This enhanced visibility delivers exceptional illumination uniformity, accurate color rendering for products and the prevention of hot spots. The enhanced Optimax Pro 24 LED will be available for shipment beginning August 3rd. “We are excited to be offering our most energy efficient light with the introduction of the enhanced Optimax Pro 24 LED,” said Anthony President Craig Little. “Energy efficiency does not have to compromise visibility and with Anthony's Optimax Pro 24 LED Light, merchandise visibility is significantly enhanced while brightness is consistent and uniform.” Benefits Include: Better Illuminance Long-term reliability Accurate product color with High-CRI LEDs Durability with 50,000-hour L70 life “The Optimax Pro 24 LED Light is engineered for long-term reliability. It is perfect for retrofits and swift installation,” Little said. “Given the enhanced illumination and increased energy efficiency, without a price increase, this light delivers the type of value you expect from Anthony.” Anthony is a manufacturer and solutions provider of glass doors, lighting systems and display equipment for use in commercial refrigeration systems. For more information on Anthony, please visit www.anthonyintl.com. Marketing Contact: Uri Rainisch, Senior Marketing Manager marketing@anthonyintl.com or +1 818.837.2967

CONVENIENCE & CARWASH CANADA

ALTO-SHAAM CT PROformance and CT Classic Deliver Energy Efficiency Without Forgoing Performance Alto-Shaam has announced that several CT PROformance™ and CT Classic™ Combitherm® ovens have earned an ENERGY STAR® rating from the US Environmental Protection Agency (EPA). Engineered to provide unmatched performance, precision and quality, the Combitherm ovens from Alto-Shaam offer an all-in-one solution for efficient and consistent volume food production. The CT PROformance and CT Classic with EcoSmart® technology boosts energy efficiency by 40 percent over conventional cooking technologies, while using 80 percent less water. Considered an alternative for a convection oven, kettle, steamer, fryer, smoker and dehydrator, the combi oven operates up to 20 percent faster than other combi ovens and up to 80 percent faster than conventional technology with a new PROpower™ “turbo” mode. In order to earn an ENERGY STAR label, a product must meet specific energy efficient requirements established by the EPA. These select Combitherm ovens were rated off the ovens ability to contribute energy savings nationwide, deliver energy efficiency without foregoing innovative features or high quality performance and verify energy consumption and performance by accurately measuring and testing the product. To learn more visit www.alto-shaam.com/combitherm. Major Fuel Retailers Acting Ahead of US EMV Compliance Deadline With Dispenser Marketing Upgrades A record high in orders for Applause TV with VNET shows large, regional retailers upgrading their dispenser payment platforms to support new EMV standards ahead of the US national deadline to implement. Orders for Gilbarco's dispenser marketing platform, which combines required EMV upgrades with engaging "media at the pump" technology, doubled in June, compared with May. EMV is the secure, chip-based payment method already widely adopted in Canada and Europe. Fuel dispensers in the US have an October 2017 deadline for instituting EMV certified payment platforms. Adopting EMVcertified products helps retailers avoid the liability shift from banks to retailers outlined in the EMV changeover from magnetic strip cards. Applause TV is full-motion video and audio experience that provides entertainment and drives customers into the store for high-margin purchases. It includes the connectivity hardware and software required for EMV transaction processing. "This record month for Applause TV with VNET is a significant milestone for Gilbarco and our retail partners," Andrew Syzek, Marketing Manager, Media, Gilbarco Veeder-Root. "Retailers are using the investment in EMV as an opportunity to differentiate their sites through media. Acting early offsets the cost for EMV compliance. Research shows a 10-34% range increase in sales of convenience drinks and snacks purchased in-store at Applause TV test sites." The VNET network has market reach of 95MM monthly viewers and works as a key differentiator among comparable sites in many markets. A typical loop of content includes advertorial "slots" for retailers to insert site-specific promotions, bundled with news, sports and entertainment content from 25 leading providers. Early upgrades to EMV are also part of a broader business strategy among retailers to avoid operation interruptions by implementing and testing the new transaction processing systems well before the deadline. For further information www.gilbarco.com

New FISHERMAN’S FRIEND “Honey-Lemon” ! Fisherman’s Friend, the bestselling brand in the Canadian Throat Lozenge market is introducing a new “HoneyLemon” sucrose free lozenge this fall. The new product combines Fisherman’s Friend legendary effectiveness with one of the most popular flavours in the Throat Lozenge market. The “Honey & Lemon” flavour currently represents over 17% of the Canadian throat lozenge market and will now be available in a Fisherman’s Friend variety to drive additional category volume. Consumers will also appreciate their re-sealable and highly portable package of 22 lozenges...great for on-the-go consumers who won’t let a cough, sore throat or nasal congestion slow them down. Consumer advertising featuring the new Fisherman’s Friend Honey-Lemon starts this November and will drive sales throughout the 20152016 cough & cold season.

Associations Join Forces at The Car Wash Show The International Carwash Association (ICA) and Automotive Oil Change Association (AOCA) has announced that beginning next year they will co-locate AOCA's annual convention and trade show with The Car Wash Show. The Car Wash Show, the world's largest car wash convention and trade show, attracted nearly 7,000 car wash and related business professionals this year–a 22 percent increase in attendance over last year. AOCA's iFLEX, the international fast lube exhibition, regularly attracts more than 700 attendees. The Car Wash Show 2016 will be held May 9-11 in the new Music City Center in downtown Nashville, Tenn. Plans have been made for successfully integrating fast lube suppliers into The Car Wash Show exhibition hall for 2016 and in future years. "This is an opportunity that has been openly discussed for many years," said AOCA Chairman Len Minco. "There is a great deal of overlap between our attendees, with car wash being a popular complement to the oil change business–and vice versa. Co-locating iFLEX with The Car Wash Show will provide attendees with many more opportunities to network and learn, and for exhibitors to reach a much larger buyer audience." International Carwash Association is the nonprofit trade group representing the retail and supply segments of the professional car wash industry in North America and around the globe. Founded in 1955, ICA produces the world's leading events, The Car Wash Show and Car Wash Show Europe, administers the WaterSavers environmental recognition program and produces research on consumer trends, industry status and environmental stewardship. Automotive Oil Change Association is a non-profit trade organization representing the convenient automotive service industry. The association was founded in 1987 and is headquartered in Chicago, Ill. AOCA is dedicated to enhancing the competency of fast lube owners, educating the public about the benefits of preventive automotive maintenance and maintaining a favorable business environment for the industry. AOCA has more than 900 members representing over 3,200 auto maintenance centers throughout the United States, Mexico, Canada and many other countries around the world. AOCA supplier members wishing to exhibit should contact Carrie North, ICA's director of sales, at cnorth@carwash.org or (312) 673-5724.

SEPTEMBER / OCTOBER

What’s New PD McLaren Announced New Team Member P.D. McLaren Limited has announced Mike Jacques has become the company’s new Carwash Operations and Sales Manager, Eastern Canada. Mike brings with him over 15 years carwash market experience along with several years involvement in technical sales within various fields. Reach Mike on his Cell phone at 416-689-2538 Office line: 905-4288403 or via Email at mikej@pdmclaren.com CSI Announces New Hire Cleaning Systems, Inc. (CSI) of De Pere, Wisconsin has announced the hiring of John Pinson to the position of Sales Consultant covering the state of Texas. Mr. Pinson, from Austin, Texas, began his career in the car wash industry working in a car wash chain as a college student at the University of Texas at San Antonio in 1997. It didn’t take him long to realize that he had a genuine passion for the industry, and through the many relationships formed since that time, Mr. Pinson has grown as an industry leader throughout the state. Cleaning Systems, Inc. is a leading manufacturer of cleaning and protection chemical products, as well as chemical application technology, for the transportation industry globally. Brett Phillips Joins CSI Cleaning Systems, Inc. (CSI) of De Pere, Wisconsin has announced the hiring of Brett Phillips to the position of Lustra Regional Sales Manager covering western regions across Washington, Oregon, Idaho, and Montana. Mr. Phillips, from Olympia, Washington, has over eight years of experience in the car washing industry. Dave Krause, President and CEO of CSI was quoted as saying, “We are pleased to welcome Brett to the CSI team. His vast array of industry knowledge and experience will be a tremendous asset to both our organization and to our customers in the western United States.” Cleaning Systems, Inc. is a leading manufacturer of cleaning and protection chemical products, as well as chemical application technology, for the transportation industry globally.

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AGI Envirotank ............................................56 AirLift Doors .................................................38 Bomb Energy Drink Canada ........................40 Bulloch Technologies ...................................56 CoreMark Int’l...........................................6, 24 Country Style Food Services Inc. ..................9 Creative Planogram .....................................15 CytoSport/MuscleMlk ..................................44 Direct Cash ..............................................OBC Envirotank ...................................................54 Erie Brush ....................................................48 F’real Foods LLC .........................................30 Gourmet Chips ..........................................IBC Haaga...........................................................32 Inform Brokerage / White Castle .................26 Innovative Control Systems ........................ 52 Jack Cash ATM ............................................28 Lustra Car Care Products ............................34 MI Petro .......................................................16 Muscle Mlk/CytoSport ................................44 North Shore Tobacco ...................................51 OPW Retail Fueling......................................14 PDQ Manufacturing .....................................37 PEI ...............................................................20 ProtoVest Inc. ..............................................46 SCA Tissue ................................................ IFC Scholtens .....................................................45 Tata Global Beverages Canada ..................39 TFB & Associates ........................................22 Turtle Wax Pro .............................................49 Uniti Expo ....................................................12 Western Refrigeration ..................................42 White Castle / Inform Brokerage .................26 WPMA .........................................................18

Dover to Acquire Dispenser and System Business from Tokheim Group S.A.S. Dover has announced that it has executed an agreement with Tokheim Group S.A.S., pursuant to which Dover has made a binding offer to acquire Tokheim’s dispenser and system businesses (the “Tokheim Businesses”) for a purchase price of EUR 425 million. The Tokheim Businesses will become part of OPW, a business unit within Dover’s Fluids segment. Tokheim’s sales and service divisions are not a part of this transaction and will become a stand-alone company remaining with the current owners of Tokheim. The transaction is subject to completion of discussions with certain of Tokheim’s works councils, certain customary regulatory filings and other customary conditions, and is expected to close early in 2016. Headquartered in Paris, France, Tokheim is a leading manufacturer of fuel dispensers, retail automation systems, and payment systems. Tokheim products have been associated with exceptional quality for more than a century. The Tokheim businesses have manufacturing operations in Europe, China, India, and Brazil. The addition of the Tokheim Businesses’ innovative product offerings will further enhance OPW’s strong position in retail fueling equipment. Through this acquisition, Dover will establish OPW as a leading retail fueling systems provider, featuring a full “Station-in-a-Box” offering with unrivaled product breadth. For further information please visit www.dovercorporation.com

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