Conv&Carwash_mag_apr_2012 by edge advertising

MARCH/APRIL 2012

캐나다 한인 상공 실업인 총연합회보 U.K.B.A C.C.I.C

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

A PLETHORA

찬 음료 부문 에서 수많은 수식어들이 경쟁열기를 부추기고 있 다.

No Doubt About It – Prepaid Cards Are Making Huge Impact on C-StoreSales

PM41670539

선불카드가 편의점 매출에 틀림없이 큰 영향을 미친다. 선불카드가 편의점 매출에 틀림없이 큰 영향을 미친다.

OF ADJECTIVES ADD HEAT TO THE

COLD BEVVIE CATEGORY

Saying Farewell to a C-Store Legend

편의점 업계의 전설에게 고별인사를 하다.

What’s in Your Carwash? New Legislation Impacts Reclaim Systems

세차장에 무슨 물질이 있을까? 새로 운 법률은 세차장 슬러지 수거시스 템에 영향을 미친다.

Wantfresh? Count on us..

At Core-Mark, we know that each of our customers is different and their path to success can lead in many different directions. So, whether a store is part of a national chain or a mom & pop, Core-Mark offers each of itsâ&#x20AC;&#x2122; customers valuable, customized solutions and services designed to help them meet their unique and shared business goals. Contact your local Core-Mark office Ontario 1-877-864-0285

NW Ontario/Sask. 1-800-665-7575

Manitoba 1-800-982-7552

Calgary 1-800-242-8402

Vancouver 1-800-663-9963

Publisher Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Editor Carter Hammett editor@convenienceandcarwash.com Sales Kait Walker 416-493-3912 kwalker@convenienceandcarwash.com Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Design and Production Edge Advertising Keith House, Design, Production Editorial Advisory Board Bernie Comeau, Shell Canada David Hoy, Mid Island Co-Op Dave Watson, The Chamois Doug McRae, Kahkewistahaw Gas & Convenience Store Ltd. Kim Hansen, MI Petro Scott Findlay, Core-Mark Wayne Hoskins, WCSA Contributing Writers Charles Borchard Dave Bowen Carter Hammett Kelly Gray Trent McKee Robin Steinberg Tammy Stelmachowich Shekar Swamy Jeff Weber Circulation James Gordon subscriptions@convenienceandcarwash.com

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

Contents FEATURES

5 Strength by Association The CCSA travels the country and keeps your voice heard 8 A.C.T. Announces Significant Retirement After three decades, C-store legend Kim Trowbridge closes his cash register 10 The Three F’s Flavour, format and function keep the cold beverage category… well…hot! 14 Losing Watts = Saving $$$ The anatomy of a C-Store, inside and out, as viewed with LED lighting 19 Protect Your Wireless Network From Security Breaches With more cyber security breaches in 2010 than ever before, it may be time to consider Wireless Intrusion Prevention. 22 A New Industry Term or True ROI? Cash Management Solutions offer alternative systems to traditional money management 25 When a Reclaim System Isn’t Just a Reclaim System Reclaim systems offer car washes a royal flush in the game of saving water 29 Prepaid Cards Put “Convenience” Into Convenience Stores With market forecasts predicting upwards of $549 billion in prepaid card sales this year alone, it’s time to consider adding these diverse babies to your inventory 32 Have You Had an Inspection on That Pump? Over 90 per cent of gas loss stems from incorrectly calibrated meters. New legislation aims to address part of this problem 38 Time to Re-Evaluate a Proven Material Over the years, fibreglass has developed an unfair bad rep, but now it’s gradually proving to be the comeback king when it comes to preventing groundwater contamination 46 No Propane, No Gain We’re not just blowing gas! Propane keeps you sane! 51 Arming the Industry to Succeed The Carwash Show offers bigger, better and broader surprises that are the best show in town DEPARTMENTS 4 Publisher’s Message Spring is the time to reflect on planting some new inventory seeds

CONVENIENCE & CARWASH CANADA

Publisher’s Message

Upcoming Events

With Spring in Our Step

March 20 & 21, 2012 Convenience U Toronto, Ontario http://toronto.convenienceu.ca

Spring is a good time for trend spotting. What’s the next big thing? For example, it’s interesting to note that beverage purchases are still the number one C-store “side dish” that boost gas station sales. According to the 2012 NACS Consumer Fuels Report, about 48 per cent of all gas buyers never enter a C-store, which means that 52 per cent do. The study indicated that mornings were peak purchasing times for beverage sales and that 18-to-24year-olds were the most likely to purchase drinks. That figure drops substantially for shoppers who are 50-plus. Food purchases are second to beverage sales with chips and salty snacks leading the way. Categories like salads and fresh fruit still reside at the bottom ranks of the sales chart, but they are growing in appeal to shoppers as a hot product of the future. Consumers may not necessarily purchase healthier options just yet, but are more enticed to shop at a store offering healthier offerings and broader choice. The various forms of purchasing continue to expand and diversify with the ever-growing popularity of prepaid gift cards, which experienced healthy growth last year, according to a gift card consumer insight study conducted recently by First Data. The average amount spent in the US on closed-loop gift cards increased by $50 over 2010. Customers spend an average of $42 per card. Furthermore, an interesting factoid on human behaviour reveals that 43 per cent of respondents were considering storing gift card data on a mobile phone, which suggests spending patterns of the future. Why this information? Because, among other reasons, when you look in the latest edition of our Resource Directory this issue, you will see a dizzying array of suppliers who make available a dizzying array of products and services available to you. Because, when you support them it moves our entire industry forward across multiple channels. Because, when you support them it makes good business sense to be aware of those “in the know.” So, take a moment, and consider: is that supplier selling potato chips? Or are they making available carefully-selected product choices to enhance your service? It’s a good reason for you to call these advertisers first when it comes welcoming new feet as they enter your store. Consider that and other items available in this issue, from insightful articles on cold beverages, to useful news-you-can-use about carwash reclaim water systems. It’s all here. After all this crazy winter weather, another sure sign of spring is the impending volume of golf tournies—including my fave, WSCA, which just gets bigger and better every year— around the corner, and that gets this publisher’s heart pumping with anticipation. Watch for registration notices. As usual, my business is your business. Together we’re a powerful, interdependent community.

Brenda Jane Johnstone Publisher

March | April 2012

May 7 – 9, 2012 Int’l Carwash Show Sands Hotel & Conference Centre, Las Vegas, NV www.Carwash.0rg May 15, 2012 NACDA Ontario 2012 Children’s Charity Golf Classic Eagles Nest Golf Club, Maples, ON nacda@nacda.ca June 13 -14, 2012 NACDA – Maritimes 2012 Children’s Charity Golf Classic Fox Creek Golf Club, Dieppe, NB nacda@nacda.ca July 5, 2012 WCSA – 3rd Annual Charity Golf Tournament Cottonwood Golf & Country Club Calgary, AB August 9, 2012 Quebec 2012 Children’s Charity Golf Classic August 9, 2012 Elm Ridge Golf Club, Ile-Bizard, QC September 11 – 14, 2012 NACDA – 2012 Industry Business Summit JW Marriott “The Rosseau” Resort & Spa, Muskoka, ON

Convenience & Carwash Canada would like introduce you to our new advertisers: Containment Solutions page 40 Core-Mark IFC f’real foods page 9 Jasper & Jasper page 42,43 National DSD page13 National Smokeless Tobacco page 44, 45 Oasis Car Wash Systems page 26 Pipe Specialties page 39 Western Refrigeration page 11

by: Kelly Gray

Speaking from Strength The CCSA has been traveling the country to spread the message that regulations impacting Canada’s C-stores are ones that influence change to one of the country’s largest group of small business operators

Back in the late 80’s convenience stores got slammed when provinces decided to open up the doors to Sunday shopping for grocery retailers. In fact, grocers were allowed to extend their hours through the week, making them even more of a deadly competitive force that hurt Canada’s convenience industry. Simultaneously, the government of Canada introduced the GST. Like Sunday shopping, the GST worked in favour of grocery retail with big box stores largely exempt from the tax, making neighbourhood C-stores less attractive to customers. Surprisingly, these moves were made despite the fact that Canadian C-stores were employing tens of thousands of workers and generating huge tax revenues. Part of the reason convenience retail was left holding the empty bag was that at the time there was little in the way of industry lobbying. While grocers had organizations like the Canadian Council of

Grocery Distributors (CCGD) and the Canadian Federation of Independent Grocers (CFIG) C-stores had no centralized voice representing their interests. The impact of this void meant that small Mom and Pops were closing at the rate of 1.5 stores a day and chains were teetering on the brink of collapse. Now with the Canadian Convenience Stores Association (CCSA), there is a voice present to represent the more than 25,000 store operators and their 185,000 staff. The organization came into being in 2006 as a way to string together a number of regional affiliates, including The Ontario Convenience Store Association, The Atlantic Convenience Store Association, The Western Convenience Stores Association, and Association Quebecoise des Depaneurs en Alimentation. CCSA President Alex Scholten puts it into perspective describing recent government budget consultations in New Brunswick. There, Canadian Union of Public Employees (CUPE) repCONVENIENCE & CARWASH CANADA

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that have been reducing hours to make up for the high cost of their operations.” Scholten is watching as governments are reducing services across the board, even as they seek more revenue. Increasing tobacco taxation is a good case in

advantaged when it comes to things like tax breaks, government programs, and grants. We are working to bring this message to both government and Canadians at large.” To date the CCSA and its regional af-

“Unless there is strong representation that gets our message out we will see a continual targeting of the products we sell. At this point we are in the process of creating public awareness of the issues of legal versus contraband tobacco and the costs to society as well as to our membership” Alex Scholten CCSA President resentatives presented their concerns about cost cutting that would impact their member employees. To combat this, CUPE suggested a tax on sugary beverages to raise the monies necessary to keep high-paid government employees in place. “This was just tossed out without any supporting evidence or studies and the finance minister agreed that this would be something interesting to look into to raise money for the province. We will be following up on this to ensure such a flippant suggestion does not get implemented.” Scholten comments that the CCSA had already been suggesting that convenience retail is ideally placed to sell beer, wine and spirits. “We have a proven track record selling age-restricted products like tobacco and lotto tickets. In fact, Health Canada has shown in its annual studies on compliance that use mystery shoppers, that C-stores are showing the highest levels of professionalism. We can also be a lot more convenient for customers and tourists than government-controlled liquor locations

March | April 2012

point. “Unless there is strong representation that gets our message out we will see a continual targeting of the products we sell. At this point we are in the process of creating public awareness of the issues of legal-versus-contraband tobacco and the costs to society as well as to our membership,” he says, noting that he was recently able to bring this message to the attention of Minister of State for Finance Ted Menzies. Another key point the CCSA wants to convey is the lack of awareness the government appears to have regarding the size and importance of convenience retail nationally. “When decisions are made that impact C-stores they are decisions that impact thousands of small business operators who comprise the backbone of the Canadian economy. Compare the incentives that the auto industry has been awarded over just the recent period. We have received no grants or supports even though we too are facing challenging times. We represent businesses that employ more than 185,000 workers, making us an important sector that is a key economic driver. Even so, we are less

filiates have been addressing budget consultations in Alberta, Ontario, Nova Scotia, Prince Edward Island and New Brunswick. Here the effort is ensuring that Canadian convenience stores are considered when important decisions are made. “As mentioned, government is often most concerned about revenue. When it comes to talk about sugary beverage taxes or hiking tobacco levies the talk of health concerns is really a side issue designed to promote the enhanced dollars that would flow to government. We want to be at the table to make certain that everyone understands the implications from the standpoint of our industry’s 25,000 small business operators.” In the past, C-stores were largely single voices that spoke without the authority of community. The result was withering legislation like the repeal of the Retail Holiday Business Act. Will these types of regulatory pitfalls happen again? The possibility is there, but with a concerted voice the industry will at least make their concerns known and be in a far better position to negotiate in the face of change.

On behalf of the Western Convenience Stores Association it is my pleasure announce that Andrew Klukas has agreedto act as interim President while Wayne Hoskins recuperates from the stroke he suffered last October. Andrew’s title will be Acting President and he is well on his way to learning what this new role’s responsibilities involve. He attended his first WCSA Board of Directors Meeting on January 30. Doug Hartl, from Mac’s Convenience introduced him to a number of elected officials at a recent Liberal Party fundraiser earlier in January. Andrew has all of the qualifications needed to carry out this function and the WCSA will be well represented. Andrew has an impressive education including a Masters degree in Philosophy and Public Administration. He was a key advocate for the WCSA at WorkSafeBC public hearings held last year. 2012 will be a busy year with our continued work on the healthy convenience store initiative as well as all of the other files that will require his attention. Welcome aboard. L.W. (Len) McGeouch Chairman

Western c-store owners needed for 2012 State of the Industry Survey The Canadian Convenience Stores Association is preparing to launch its State of the Industry (SOI) Survey in March. We need your input! You’ll help your store, and you could win a free iPad. The information from the SOI survey also helps us to see the impact of unfair business practices, such as the manufacture and sale of contraband tobacco, on c-stores. WCSA is working with the CCSA to make sure it doesn’t happen in Western Canada. The survey also alerts the WCSA and CCSA on where other retail channels are encroaching on cstore sales. Win a Free Ipad! Western and Atlantic c-store owners who complete the SOI online will automatically be entered into a draw for a free 32 GB iPad2 Wi-Fi + 3G ($749 value). You can complete the survey at www.cstoresurvey.com.

Andrew brings ten years of independent consulting experience to his role at WCSA. During that time he supported the establishment of several industry associations, chaired workforce development committees for industry on behalf of provincial and federal governments, evaluated industry and government programs, designed occupational health and safety programs and strategies for several industry groups, and developed the safety training program for the Vancouver Organizing Committee for the 2010 Olympic Games. Andrew also created www.retailsafety.ca on behalf of WCSA. Andrew is pleased to join the WCSA/ CCSA team. “I have been impressed by the commitment of WCSA to support the success of all c-stores – both members and non-members – and I look forward to making my contribution to the continued expression of that commitment.” The WCSA board met on January 30 and will be saying goodbye to Blair Patterson and Mark Goodman. “On behalf of WCSA I am pleased to announce that Mr. Kim Jones, Suncor Energy and Mr. Henry Arsenault, National DSD have joined our board. Thank you, Bair and Mark for your contribution to the association and the retailers it serves.”

Wayne suffered a stroke while representing WCSA in joint meetings with the 2011 NACS Show Executive in Chicago last October

Thank you to all of you who have sent flowers, fruit, cards, letters and assorted best wishes for my recovery to my home! It was much appreciated! I have now begun the rehabilitation process with two therapists to help me relearn and focus on different communication skills and understanding both subtle and complex applications. What I have as a result of the stroke is called APHASIA and requires relearning some basic and complex communication skills that most of us take for granted. The rehabilitation process has gone well of late despite some frustrating and humorous beginnings and I remain hopeful over the next few weeks and months to be able to return to work and doing the things I love to do; interacting with people. I must apologize to anyone who emailed me at my WCSA email address (hoskins@conveniencestores. ca) because I have not had access to that email address since October .... nor do I have access to the phone number listed on our website. I am however back online and available at wayne@hoskins.ca if you wish to send an email. I sincerely appreciate the opportunity to have represented the convenience and gas channel members of our association and the industry with the various governments in the west and the north. I remain as committed to the issues facing our channel and will check from with to time how the WCSA is progressing while I focus on my rehabilitation until I can work again.

CONVENIENCE & CARWASH CANADA

A.C.T. Announces Significant Retirement Alimentation Couche-Tard (ACT), Canada’s leader in convenience retailing with more than 1000 stores coast to coast and brands that includes Mac’s, Winks and Couche Tard, has announced the retirement of Kim Trowbridge, a well-known and highly respected i n d u s t r y p e r s o n a l i t y. At leaving Mr. Tr o w b r i d g e held the post of vice-president S p e c i a l Assignments and was based in the Calgary offices of the Mac’s division. Kim began a career in convenience back in 1983 starting as an area rep for Mac’s during a period of rapid expansion. He had left a highly successful business and carried with him a philosophy of entrepreneurship that he brought to his various positions in the company. Indeed, Mr. Trowbridge has been a successful guiding hand that helped see Mac’s through significant challenges over the years. In fact he was often praised as the turn-around guy who could take an underperforming division and put it back on the rails of profitability. Prior to his most recent post, he was vice president operations, Central Canada. Before this he was vice-president operations, Western Canada where he was credited with directing changes to the region’s business unit that saw it return to life after suffering difficult challenges in a very competitive marketplace. He was also instrumental in assisting Mac’s Convenience Stores when the company suffered and had to seek protection under the Companies Creditors Arrangements Act (CCAA) in 1992. He is also remembered as an executive who took the embattled Southwestern Ontario division (1994) and made it the top performer in a chain with hundreds of stores.

After nearly 30 years helping to guide Mac’s, Kim Trowbridge sets sail for fresh waters

March | April 2012

His lasting contribution would likely be the creation of the innovative Store 2000 concept. Much more than a new décor package and product assortment for Mac’s outlets, Store 2000 changed the culture of convenience retail in such a profound way that it has been the source of study in business schools as well as among competitors. “We looked at the division that was in decline and saw that to get it back we would have to ‘blow it all up’ and start fresh,” says Kim. “I was able to take the concept of Store 2000 to the company and they let me run with it. We could see that if it worked it would be a saviour and if it failed we would all be out of a job. One of my greatest points of satisfaction was when my team elected to put their careers and jobs at risk to fight for change and success in the company. I will miss many of these people greatly.” The power of Store 2000 was a willingness to accept that people want to do the best they can and will succeed if they are given the right tools in an entrepreneurial environment. Under this framework Mac’s stores become centres in their local communities with customers calling stores – ‘My Mac’s’. “We created a retail setting where both customer and staff had a relationship of partnership and belonging. This is one reason the Store 2000 concept is so hard to replicate for others where the corporate culture does not allow for this type of initiative.” Along the way, Mr. Trowbridge has mentored a wealth of both management and operational level employees who have come away with not just his insight, but a buy-in of a philosophy of challenge and renewal. “To be really successful I believe we need to un-clutter our minds and make something new. You can’t just sit back and rely on things that may have worked in the past.” It is this thinking that really made him a positive force in the trade over his 30 years. This influence will continue as Mr. Trowbridge works from his current role as chairman of the Canadian Convenience Stores Association (CCSA).

The Three Fs Flavour, Format and Function are what keep the cold beverage category cool.

March | April 2012

In the cold beverage category there will always be the basics, but what is constantly in flux are flavours, formats and function. The Bubbly The trend toward healthier beverage options has become so much more commonplace, it’s almost not a fad anymore, but a new era. Water, from flavoured to enhanced, has capitalized on this change in lifestyle and continues to do so with new formats and functions. “Sparkling water, which Nestle Waters has a 95 per cent share of the category, continues to grow with consumers looking for healthier alternatives,” states Chrystal Adkins, division manager for Nestle Waters Canada, which also markets and sells Nestle Pure Life, Montclair, Perrier and San Pellegrino. The company recently launched San Pellegrino Sparkling Fruit Beverages featuring real spring water, cane sugar and all-natural flavour with 18 per cent real fruit, as well as Perrier Grapefruit, which won Convenience Innovation Awards’ 2011 Best New Product award. In 2012, the company begins an on-pack and online “hydration movement,” which encourages consumers to give up one sugary drink per day and replace it with water. “This will save people 50,000 calories per year,” she states. “Consumers will go online and share their stories of healthy hydration.” As well, Nestle Waters has made a significant investment into advertising the sparkling water category with print and the impressive Perrier Melting television campaign. “We have grown the water category through strong marketing support with web, print, TV and account-specific programs,” says Adkins. “We have also placed focus with the support of Refreshments Canada, on education of consumers, school boards and the media regarding the myths and facts about bottled water.”

And what’s hotter now than UFC? Xyience’s marketing platform centers around the UFC , where the beverage is the “Official Energy Drink of the UFC”. “In essence, we market two brands–Xyience and the UFC,” he says. “We provide a full arsenal of POS material, including but not limited to, cooler clings, window posters, displayers and life- size UFC athlete standees. Don’t be afraid to merchandise beverages outside of the cooler with thematic displays.” On the outside of the energy drink cooler, customers are also finding a popular sub-category–energy shots. Currently, 5 Hour Energy has over 91 per cent market share in the energy shot category, with the balance made up of Worx and Red Bull. “5 Hour energy enjoyed a very strong 2011 with over 26 per cent increase in wholesale sales,” states Stewart Ingles, president of Hilary’s Salesmaster Inc. The brand features seven flavour skus including berry, orange, lemon, grape, pomegranate, extra strength ber-

Western Refrigeration provides the latest selection of C-Store equipment including Glass Door Coolers, Display Merchandisers and FCB/Slush Machines • Providing Canadians with the latest selection of Frozen Beverage Dispensers • In-house coast-to-coast service network • Over 150 years of combined C-Store experience

Still Buzzing When energy drinks first hit the C-store scene, there were maybe one or two go-to brands. Now customers can choose big cans, power shots, numerous flavours and functions. How does a retailer stay cool without going can crazy? “Cater to your consumers, carry a variety of brands and flavours that consumers demand. As a retailer, you own the shelves,” states Gus Prokos of Xyience Energy Drinks, which are all sugar-free and come in six flavours. “Support the brands that have unique and relevant marketing platforms that the consumers can relate to. Limiting your assortment to brands with similar marketing platforms will only lead to price discounting and profit erosion in the long term.”

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Canada’s Leading Distributor of C-Store & Food Store Equipment Since 1946

CONVENIENCE & CARWASH CANADA

ry and, the latest, extra strength grape. The company is also looking to launch two new functional shots–coconut and sleep shots. “Coconut shot is a coconut water product, which is a new, growing category in retail. We, as the shot leader at retail, decided to do a shot versus a bottle like the rest of the market,” states Ingles. “The sleep shot is all natural sleep product delivered in a shot format to make it easy for people to tolerate. It works extremely well and you wake up feeling refreshed, not groggy.

Beyond the Cooler Cold beverages extend past the products behind the glass doors. Beverage centres that feature frozen carbonated and non-carbonated blended drinks have become must-haves no matter the store demographic or location (consider Winnipeg, Manitoba the Slurpee capital of the world, even though they are in a deep freeze for several months of the year). While there are flavour staples, such as blue raspberry and Coke, that appeal a younger demographic, there is a movement toward “healthier” options, states Blair Wankling of Harlan Fairbanks. “We’re seeing some lower sugar options, including non-carbonated natural fruit juice items,” he says. “It’s a good tasting product so kids don’t care that it’s a better option, but parents do.” “A macro trend that we are seeing is consumers shifting to ‘wholesome and real ingredients,’” says Michelle Davis, director of sales for f’real foods. “People are starting to read ingredient labels more and more and they want to see things there that they recognize.” F’real’s milkshakes, fruit smoothies and frozen coffees capitalize on this trend as they are minimally processed and contain only real ingredients like milk, ice cream, fruit and coffee. “Consumer awareness of real ice cream milkshakes, fruit smoothies and frozen coffees is growing strongly. Starbuck’s, McDonald’s and Jamba Juice have all spent millions of marketing dollars to make consumers aware of the types of products that we offer and that’s made a big difference,” she says. “And this awareness spills over to other retailers that sell the same products. As a result, we’ve seen strong sales growth of our products with our existing retail partners.” The company has already seen great success partnering with retailers such as Mac’s, Avondale, Suncor and Federated Cooperative to bring their customers a line of products not typically found in the C-store environment. It’s not only what is coming out of the machines, but how it’s made in-store that makes the difference. The company’s patented blending system allows retailers to offer their customers beverages with no labour

March | April 2012

(completely self-serve), no equipment to clean nightly and no mess to clean up after each product is made. Customers simply select the product they’d like to blend from the provided fridge, choose their flavour, peel the lid, place it in the cup holder, select thickness and enjoy. F’real launched a new merchandising system for retailers last fall which includes the state-of-the-art, self-cleaning blender with touch screen technology, improved signage that better communicates the fresh blending program at the point of purchase and a proprietary countertop freezer (made in Canada incidentally) with double the capacity of their current under counter freezer. There is also an innovative shelving system that showcases the product better and makes it easier for consumers to shop it. “Frozen drinks are really impulse purchases, so you need to hit customers at all points,” states Wankling. “Utilize your pay-at-the-pump, place signs on the door and ensure there is proper signage directing customers to your cold beverage centre.”

“Consumer awareness of real ice cream milkshakes, fruit smoothies and frozen coffees is growing strongly. Starbuck’s, McDonald’s and Jamba Juice have all spent millions of marketing dollars to make consumers aware of the types of products that we offer and that’s made a big difference,”

Let it Flow “Fountain beverages are back and making a huge comeback” says Daryl Hornberger, general sales manager for Western Refrigeration. “Profit margins are over 100 per cent and are putting money back into the retailer’s hands and not the bottlers.” He states with the company’s new Flavour Overload Fountain Drink Dispensers, retailers can offer 24 flavours in the space of 30 inches. Customers choose to dispense ice, add a flavour shot (or not), then the brand of beverage (Sprite, Pepsi, Coke, etc.). “Our equipment gives operators and customers the ability to customize and change their drinks based on current trends and preferences,” says Hornberger. “It’s simple. If you have the space and market the program correctly to create demand you can sell these products and make a very high profit margin.”

W L Losing Watts = Saving $ i This is the time of year everyone has the usual New Year’s Resolutions and the most popular naturally, is losing “weight”! Well there appears to be a new industry trend and resolution and that is losing “watts”!! Lots of watts, in fact, and LED technology has opened many new doors to help this reduction take place.

March | April 2012

When it comes to LED lighting, everything is illuminated But what else can be done to maximize savings? Let’s begin with carwash operations and see what can be done, starting on the inside and working our way out. A carwash produces the harshest environment for lighting products, usually with drastic results. First on the list is moisture and lots of it. Whether coming from a soft spray wand or a high pressure tunnel, water is the number one enemy of any lighting system. New products for both your exterior and interior Extreme cold conditions in the offer the opportunity to winter and hot condensation in completely do a site with the summer means water will LED to minimize losing watts work at destroying your syswherever possible. Everyone tem—including any chemical knows the advantages of changing your canopy and value in the water—to create site lighting, and certainly corrosion problems which allows anyone that hasn’t done that more moisture into the fixture. yet is wasting a lot of money. Then vehicles roll down the tunnel and the cleaning process begins with a lot of shaking and rattling along the tunnel until the process is finished. This produces more drastic results for conventional HID or fluorescent fixtures as all this “vibration” prematurely destroys the lamps first and then the ballasts, so it’s not a good scenario at all. Finally, there’s temperature swings in this environment, especially in the summer months where you have HID fixtures usually 250-or 400-watt, that produce a lot of heat and run hot all the time. Then we put them in a carwash with high ambient temperatures and all that moisture flying around, which means only about 50 per cent “bulb life” if you are lucky.

So if you find yourself continually replacing lamps, have eyesore fixtures due to rusting, condensation on lenses, multi-coloured lamps and regular failures then you have a large maintenance cost which makes it hard to lose “watts”. This becomes the first place to start with your resolution. The bonus you get is a brand new looking inside as the 5300K colour temperature will make clients feel like it is daytime 24 hours a day! But regardless how good the inside looks, there is no incentive to approach this building if it looks bad on the outside. One of the biggest mistakes retail/ petro/C-store/carwash owners make is that the word “retail” means you are in the business of selling yourself and that reflects first on the outside of your buildings to make it representative of the great experience waiting for customers on the inside. Therefore if the exterior of your carwash is fading, rusting and tired looking, a little paint and added LED lighting can make it an inviting building to direct your car into for a cleaning experience. Bright crisp eye-catching signage on the carwash and directional signage to-and-from the wash is critical as a starting point. Then just add proper soffit or wall mount lighting to show your colours and tell your customer this is a safe environment to approach and a great experience inside awaits the driver. This is particularly important for female clients, who want and deserve to feel safe on your site and that perception can be very important. Choosing fixtures for these washes is critical as well, especially with LED technology. Always look for a colour temperature around 5000-to-5300 K (Kelvin) which CONVENIENCE & CARWASH CANADA

Always look for a colour temperature around 5000-to-5300 K (Kelvin) which is basically daylight. Look for fixtures on the interior that have louvered reflectors to reduce glare

is basically daylight. Look for fixtures on the interior that have louvered reflectors to reduce glare for customer comfort and always check for an IP67 rating on the fixture optics. This ensures moisture will not get into the fixture in any form, is totally vibration-resistant and maintenance-free for up to 12 years. This is the first part of your New Year’s “losing watts” resolution. New products include the XPG LED louvered reflector fixture for surface mount in a carwash and the XSL soffit fixture for the exterior both from LSI Lighting, LED lamps of all kinds from Everbrite and SGI Lighting and LED panel and backlit signage from Techni-lite. It should be noted that these are all Canadian-based LED technology manufacturers. Now to the most important part of any retail site: the convenience store. This is the real profit centre with not only the most flexibility for change, but also the drawing card that entices buyers to enjoy the experience and the bright colourful, safe interior environment. So, keep-

March | April 2012

ing the New Year’s Resolution in mind, how do we save “watts” – but improve your image in the process? Well, again thanks to new LED technology this can virtually happen overnight and the first area to consider is your overall ceiling lighting as this is the main invitation to come inside and buy something. Whether you have an open ceiling, T-bar or drywall, there is an LED solution, including pendant mount fixtures for open deck ceiling, and recessed lighting for T bar or drywall. Depending on your tastes or image, they can be conventional looking or decorative in appearance. The most important thing to look at is yourself and by that, I mean go outside look back into your store and ask yourself if it looks safe, bright, colourful, inviting and if there’s “see-ability” to entice people to want to buy more than gas. If you can’t answer ‘yes’ to all these features then time to do something about it and we have several helpful suggestions, again thanks to new LED products.

So again colour temperature in the 5,000 K range to make your instore products pop is important; proper “illuminated” signage is critical to bring attention to product areas and coolers for alcoholic beverages, surface-mount LED fixtures can maximize your energy savings especially in a 24/7 store and make your liquid offering more appealing. But don’t stop there. Finish off the whole interior with LED lamp replacements to existing fixtures, not just in the visible service areas but your offices, washrooms—anywhere there is a light fixture; maximize your “watts lost”. Continue with new LED signage, wall wash and linear in magazine racks and coolers, and the return on your investment in most cases will be below two years. If you want to reach the ultimate over-and-above this for 24/7 stores you can add pre-programmed dimming – not the type that ramps up and down as it isn’t Vegas, but a subtle change after 1 am into the morning hours that still says “open”

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Most of these new product technologies are from recognized companies like LSI Lighting, Everbrite and SGI Lighting along with Techni-lite for all types of LED signage new or retro-fit.

and that it is a safe environment. Look at all the possibilities. Most of these new product technologies are from recognized companies like LSI Lighting, Everbrite and SGI Lighting along with Techni-lite for all types of LED signage new or retro-fit.

This should officially complete your New Year’s Resolution so while you’re working out on the treadmill keeping that “weight” loss resolution, you can relax and know your business is realizing the “watt” loss reduction and 2012 will be a very profitable, “green” year for your business.

Fuel Dispenser Solutions for EMV Chip and PIN

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March | April 2012

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by: Shekar Swamy, OMEGA ATC

Protect your wireless network from security breaches before wireless hackers dip into your data and your pocket According to the 2007 report “Calculating the Cost of a Security Breach,” a security breach can cost between $90 and $305 per record. And according to 2011 Verizon Data Breach Investigations Report, there were more cyber security breaches in 2010 than any other year to date, with 92 percent of those breaches stemming from external agents. Such staggering statistics should have you considering how your business can better protect your wireless network from such malicious attacks. It is also important for your organization to know and understand PCI requirements for wireless networks and how they affect your business. Not only can your reputation be damaged quickly and severely, but so can your finances.

Wireless Intrusion Prevention To help your business maintain PCI DSS compliance and ensure a protected wireless network, implementing both Wireless Intrusion Detection (WID) and Wireless Intrusion Prevention (WIP) is crucial. • WID monitors wireless networks for suspicious access attempts, for both wired and wireless POS networks that may be susceptible to intrusions and for rogue or unauthorized access.

• While WID acts as a wireless watchdog, alerting customers to issues that may contribute to a wireless intrusion, WIP takes the process a step further by preventing detected wireless issues before a breach occurs. • WIP is capable of blocking unauthorized wireless access using any access points, smart phones and laptops; and deters multiple threats at once without interfering with an organization’s daily functions. It is very important to thoroughly research wireless security providers before implementing a security system into your network because some popular manufacturer’s WIP systems are not as effective as others. Many providers offer Wireless Intrusion Detection systems but do not offer effective Wireless Intrusion Prevention.

What if I don’t have wireless in my retail environment? This is a question often asked by a retailer. An important point to keep in mind is if a retail environment does not have wireless, it does not eliminate the need for wireless scans or intrusion detection. The whole purpose is to identify rogue wireless access points. It cannot be done without checking for wireless intrusion. Physical inspections are important but it does

CONVENIENCE & CARWASH CANADA

not complete the process and can only go so far. Unless you are checking for wireless activity – you cannot determine if there is a rogue wireless access point. One of the reasons that wireless networks are so vulnerable to data breaches is that, unlike wired networks, they do not utilize a physical barrier. This lack of a physical barrier allows hackers to easily find unprotected and even undetected wireless access points, leaving your cardholder’s data accessible to anyone capable of wireless intrusion. These factors are exactly why PCI DSS standards require all organizations that store, process, or transmit cardholder data to secure their wireless technology, whether the technology is used intentionally or not.

PCI DSS standards also state that: • A network must be tested for the

presence of wireless points and unauthorized wireless access points on a quarterly basis. • Pertinent organizations use an intrusion detection and/or protection system that monitors traffic and wireless access points. The system must also alert personnel if there is a potential compromise. • Any intrusion detection and/or prevention systems that an organization has should be kept up-to-date. • PCI DSS compliance standards require all organizations that store, process, or transmit cardholder data must secure their wireless technology, whether the technology is used intentionally or not.

Cost of a breach without WID/WIP When TJX Companies—the parent company of businesses like T.J. Maxx and Marshalls—was breached in 2007,

45.7 million credit card numbers were stolen. It was later determined that the tremendous loss was due to issues with the security of TJX’s wireless networks, ultimately costing the company billions of dollars and a severe blow to their reputation. In a wireless world, organizations that process cardholder data must be particularly cautious. Although the invention of wireless networks opens doors for innovation, it also opens wireless access points for hackers, daily. Even the smallest business can be at risk of a data breach if wireless access points are left open and unprotected. Do not let this happen to your business, no matter how big or small. Be smart. Be protected. Have you protected all your wireless access points in your retail environment? We can help you. Call us at 636-557-7777 or email pci@omegasecure.com.

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March | April 2012

YOU DO HAVE A CHOICE INDUSTRY UPDATE

What are car wash owners saying about the Washworld Razor?

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

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

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

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Cash Management Solutions

A New Industry Term or a True ROI? Smart systems improve the bottom line while enhancing security Retailers are in the business of making money. No sugar coating it, this is a fact. Another fact is that the retail procedures of handling money haven’t changed in decades. Store managers are still manually counting bills, rolling back coin, prepping floats, reconciling tills, preparing deposits and must be available to provide change and pick up skims. These tasks take a minimum of one-to-two hours daily, if all goes smoothly. Add in any missing funds and you can be tacking on another 30-to-60 minutes. Now factor in your manager taking the deposit to the bank and well, you get the picture. Managing cash is labour intensive. Reducing or redeploying labour is truly what Cash Management Solutions (CMS) are all about. The added benefit is enhanced security for both your cash and your employees. Most robberies are planned and most robbers are looking for easy access to your cash and a quick escape. A well known North American retailer saw a reduction in armed robberies by over 80 per cent after installing a secure cash management solution. CMS includes secure bill counters which will count, verify and total your bills while depositing them into a secure cassette for pick up by your chosen armed carrier, to solutions which recycle coins and/or notes, accept and count bills and dispense your

pre-determined float. Other CMS on the market have drop safes and rolled coin dispensing. All solutions have time delay functions and some have unique identifiers for each employee to log in and include online reporting. Choosing the right solution for your environment requires an in-depth analysis of your current process and procedures as well as your cash flow. Some questions you should ask: • How much time are we spending managing cash? (this includes managers, cashiers etc) • How many hands are touching the cash? • What is the value of cash losses/ discrepancies each year? • How secure are our cash handling procedures? • Am I making the best use of my manager’s time? The right Cash Management Solution will provide a solid return on your investment by reducing labour and eliminating cash shrinkage. A CMS will also provide increased employee and customer satisfaction, streamline cash handling processes and enhance reports to head office. Canadian statistics estimate that there are approximately 4000 robberies at C-stores and gas stations annually. A Cash Management Solution reduces the risk to your employees and your cash.

C A. BCDR – CASH360T with coin recycling and coin and note dispensing is the perfect solution for the average convenience store B. CASH360C medium capacity coin and note recycler C. CASH360C largest capacity coin and note recycler

CONVENIENCE & CARWASH CANADA

Dirty Work: When a Reclaim System Isn’t Just a Reclaim System The process of reclaiming and reusing carwash water is highly technical and delicate. But it’s important too. Here’s why…

Three tank reclaim system

When American municipalities, water and sewer districts were becoming concerned about their ability to deliver water to customers, they developed a means to collect revenue to help offset needed improvements. These were called impact fees. They were calculated to charge the user that would have the most need for water and sewer services the most money. Often car washes were targeted. Water reclamation systems were developed to counter these fees. Water and sewer districts would often set aside most of the impact fees based on the car wash customer having a water reclamation system, but these systems were seldom used. Today although impact fees still exist, water and sewer authorities are also charging by the volume of water used and calculating from your sewer discharge, and these rates are skyrocketing.

So while any reclaim system may help bypass the impact fees, you are going to want one that works consistently and provides high quality washes to lower operating costs. In Canada, provincial and territorial governments are now looking to duplicate some of these collection methods, whether impact fees, discharge limits or a verifiable percentage of reclaimed water for car washing. Reclaim water is the re-use of water already used for the wash and recovered by the drain system. Most drain systems consist of a catch basin to strain out large solids, followed by a two-or-three compartment, underground settling tank(s) to remove oil, grease, floating materials and settling solids. Treated water from this reclaim tank is then discharged to sewer usually through a city-mandated oil /water separator. A properly designed reclaim system must remove solids and provide biological / odor control. It should also CONVENIENCE & CARWASH CANADA

be capable of removing solids to prevent plugging and limiting erosion in high pressure pump equipment. Oder control is required because if the water smells no one will use it. Nobody wants to live near a sewer plant. The water is foul and if wind is blowing in, the odors will force you to your knees. But for water to be reused, certain steps have to be taken to clean it. The first major treatment in wastewa-

ter is sedimentation—the removal of a substantial amount of suspended matter. This is done in settling ponds in a municipal system. In a car wash system the settling tanks are usually underground (see the attached drawing for an example of a tanking system). Water can set for days or even weeks in a municipal system and this allows solids heavier than the water to settle on the bottom. If your incoming stream of water contains lighter-than-water material, floating trash or hydro-carbon based oils, these products will float on the surface of the settling pond. In a car wash system the total amount of water kept in the system is considerably less than this, and naturally will have less time to settle before it is required again. Suspended solids with a specific gravity, sg, of 1.2, solids 20 per cent heavier than water, will settle in 70 degree water at a rate of .8 inches per minute. So if your tank is 60” deep with a water level of 48” 1.2 sg solids introduced at the front of the tank will settle to the bottom of the tank in 60 minutes. Let’s say you’re planning your tank layout now and intend to use 30 GPM, from your reclaim for your in-bay automatic. You would want to calculate the 30 GPM times the 60

March | April 2012

minutes to allow the solids to settle and would need a minimum of 1800 gallons in tank(s) underground. In the attached diagram you will notice walls within the tanks themselves and these will help trap the solids, below the transfer point between tank sections, and with the transfer point below the surface, these walls will also trap the oils at the top giving you the best possible dirty water to work with. Once you have trapped the large solids and oils underground, it’s time to re-use the water. Reclaim water from the settling tank contains floating solids. These solids are typically small in size (less than 150 microns) and consist of sand, clay, and silt.

They can increase wear on pumps, piping, and nozzles, and increase the potential of plugging nozzles. To get the water out of the tank you will need a suction line and a pump station. The very basic system would just spray this water out to the wash, and because of the solids still in the water, foul tips very quickly. At the very minimum you will need a reclaim system that removes the larger suspended solids, cyclonic separation, depending on if the separator is from a typical 70 microns in simpler cheaper units, down to five microns on the better systems. The five micron-quality water will dramatically improve cleaning, help keep the wash

bay and equipment cleaner, and will be less wear and tear on the equipment. Reclaim water is also is a great environment for growing bacteria which can create plugging and odor problems. Standing water, with a high dirt and chemical loading, will go septic in less than an hour. The warmer the water the faster it will go septic and become foul smelling. If you provide some form of recirculation, so that the water stays moving, at 1518 gallons per minute for example, you will help keep the odor down. Note the warmer the water, the less effective this method is. In the diagram you will note the recirculation does not include the first settling tank. You want to allow that tank maximum settling to trap the solids and not stir up the oil on top of the water. Some less expensive systems “blow” water across the floor of the wash to provide circulation and aeration; this does stir up that first tank. Often in warmer environs this water across the floor contributes to the odor in the bay, and the first reaction in these cases is often to turn off the reclaim to improve wash quality, dramatically increasing the water and sewer cost per vehicle. The best method of odor control utilizes ozone to kill the bacteria. Ozone is a contact killing agent, similar to chlorine used in city water. Ozone (O3) is generated by concentrating the oxygen (O2) in ambient air and passing the concentrated oxygen through a high voltage electric current to produce ozone. The ozone-laden gas is then educted into the recirculation water stream and into the reclaim tank to kill the bacteria. This is a highly effective means to control bacteria and its odor as well as break up oils and “bleach” color from the reclaim water. It does significantly increase the cost of the unit, however the addition of the ozone does allow the PurWater unit to deliver consistently good washes at a high, 80 per cent or better reclaim rate, keeping the system on helps keep operating costs down. A properly designed reclaim system must both remove solids and provide logical / odor control. There are obviously a wide range of both capacities and pricing. Finding a reclaim system is like every other piece in a vehicle wash. Ask yourself these questions: Is the equipment well made; will the manufacturer, distributor stand behind it and be able to fix it? If it breaks, how much space will it require in the already crowded

equipment room? Working with your equipment supplier, and their distributor(s) to answer these questions will go a long way to ensuring that you get the right system for your application. Charles Borchard is the VP of Technical Sales for New Wave Industries, the manufacturer of PurClean Spot-free Rinse Systems and PurWater Water Recovery Systems and is in his twenty third year in the water treatment business. He can be reached via email: cborchard@purclean.com if you have questions about this article.

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The Convenience U CARWACS Show Toronto, ON March 20-21, 2012 CONVENIENCE & CARWASH CANADA

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by: Karen Budahazy,

General Manager Incomm Canada

Prepaid Cards Put the “Convenience” in Convenience Stores With a plethora of benefits, the ability to monitor spending habits and a ubiquitous demand for this convenience, prepaid cards are a growing bonus for savvy C-stores Whether you live in a major city, suburb or rural area, anytime you leave your house it is unlikely you would get too far before coming across a convenience store. Sometimes they are corner stores and bodegas, often they are attached to gas stations, but there are few among us who don’t make regular practice of dashing into one to pick up a few necessities while pumping gas or grabbing an item that was forgotten on the big grocery store trip. But imagine if, when you run in to your local convenience mart to buy a desperately needed Red Bull or that gallon of milk for the kids’ morning cereal, you could also get a prepaid gift card, phone card or even a prepaid cash card for yourself? These things are everyday necessities just like that gallon of milk, and should be just as easy to acquire. Mercator Advisory Group’s Prepaid Market Forecasts

2010 to 2013 predicts that the total prepaid market size will reach $549.7 billion in 2012. It’s a rapidly growing market, which is not surprising as prepaid cards are in increasingly high demand from a wide range of consumers. Convenience stores are meant to be one-stop shopping for consumers, and what is more convenient than prepaid cards? Prepaid self-use cards enable those without credit to shop online and establish online accounts, and offer those who would prefer not to carry cash, a safer alternative. Prepaid phone cards provide phone minutes without the worry that often accompanies being locked into long-term contracts or providing personal information. Retail gift cards make great lastminute gifts, and gas cards are a great way to pay for your weekly fuel-up. All these prepaid options offer the promised con-

CONVENIENCE & CARWASH CANADA

venience, but their benefits stretch beyond that. Prepaid cards, no matter what they are used for, are ideal tools for budgeting your own money, or helping your family establish responsible spending habits. Prepaid cards ensure you are not spending beyond what you have budgeted for, and they help you track your spending habits. For instance, if you want to know how much you are spending on gas every month, or how many wireless minutes your kids are using, prepaid cards help you “Rather than going to keep an eye on it. On the flip side, the actual store for a if you want your kids to be able to (Gap, for example) gift make calls or get gas, especially card, [consumers] go to in case of emergency, a prepaid a 7-Eleven and get the card offers that option without card for that store there. having to hand over your credit For C-stores, that can be card, which could be used to buy significant since many gas…and a new XBOX. have the prepaid malls It is an increasingly digital within their stores,” Ben world, and not only is cash someJackson, senior analyst at times inconvenient, it can also Mercator Advisory Group be unsafe. You can’t shop online with cash, and it is untraceable in cases of theft. A prepaid card offers the ability to shop online and in cases of online theft or fraud, your money is secured and quickly returned. For convenience stores, a prepaid destination offers an added draw for consumers who would appreciate access to important financial tools when they’re stopping in for gas or a cup of coffee. For convenience stores attached to gas stations, a prepaid destination offers a competitive edge over the station across the street when gas prices are the same. “Rather than going to the actual store for a (Gap, for example) gift card, [consumers] go to a 7-Eleven and get the card for that store there. For C-stores, that can be significant since many have the prepaid malls within their stores,” Ben Jackson, senior analyst at Mercator Advisory Group, noted to Convenience Store Decisions in April 2011. People of every circumstance shop in convenience stores – adults, teens and tweens;

March | April 2012

wealthy, middle class and those struggling. Offering both open-loop (cards that can be used anywhere, backed by a financial institution) and closed-loop cards (cards that can be used only in select retail outlets) enables convenience stores to cater to the diverse needs of the wide variety of people that shop there. Convenience stores should also pay attention to seasonal trends in spending, and ensure they are offering the types of prepaid products that will be in higher demand during certain times of the year. For instance, more restaurant cards are likely to be purchased around holidays such as Mother’s Day, Father’s Day and Valentine’s Day, while gaming and gas cards are likelier to go up during the summer when kids are out of school and more people are traveling. No longer is it only the un- and underbanked that use prepaid cards. No matter your financial standing, the state of the economy in recent years has motivated many people to pay better attention to their spending habits. Credit cards, debit cards and cash allow consumers freedom to spend as they please, but they lack a mechanism to check that spending, which is something more and more consumers need. Prepaid products help consumers manage their money in a responsible way, while offering them the convenience of using those funds anywhere they want, be it online, in retail outlets, or for everyday spending.

The uses and demand for these prepaid products is rising, and C-stores, with their ubiquity and diverse product ranges, are the ideal outlet to obtain them. Convenience stores reap the benefits as well, from profit margins, increased traffic and a competitive advantage. Offering a range of prepaid products helps convenience stores live up to their name, and consumers will appreciate them all the more.

by: Jeff Weber METER CALIBRATION

Have you had an Inspection on that Pump?

March | April 2012

More than 90 per cent of a retailer’s inventory in gasoline loss results from incorrectly calibrated meters. Thanks to new legislation that’s about to change. Bill C-14 or The Fairness at the Pump Act to amend the Weights and Measures Act received its Royal Assent on March 23, 2011 to become law. Under this new law there are eight retail sectors that will be affected, including the measurement devices used in the retailing of petroleum products.

Why are they doing this? The high price of gasoline and the media’s misinterpretation of Measurement Canada data in 2008 helped create a poor public image of petroleum retailers with regards to the fairness and accuracy of their retail dispensers. The truth is that the previous regulation and technology used to inspect retail petroleum meters was to the benefit of consumers and to the detriment of retailers. Previous to the amendment, the Weights and Measurers Act was challenged in its ability to ensure an acceptable inspection frequency and provide the proper legal means to enforce the accuracy of metering devices. • Measurement Canada inspectors had the resources to inspect less than 12 per cent of the meters in Canada annually. • If a non-compliance issue was present at the site the only means to levy a fine would be to prosecute the operator, which is expensive, and in the end usually a punishment much too harsh for a minor infraction including a criminal record.

CONVENIENCE & CARWASH CANADA

Have you had an Inspection on that Pump? Not specifically updated in Bill C-14 but relevant to inspections is the separate issue regarding the inaccuracy of the equipment previously used to complete retail meter inspections. • A study conducted by Measurement Canada called Product Loss During Retail Motor Fuel Dispenser Inspection confirms that the standard equipment used to inspect meters in Canada had been inaccurate since their inception and consistently set meters to dispense more product than measured.

What has changed? Under the newly amended Weights and Measures Act:

1. Retailers will now be required to have their product dispensing meters (pumps) inspected at regular frequencies. The frequency expected to be adhered to will be every two years. 2. Non-government approved registered service providers (RSPs) will be given the authority to complete these mandatory inspections on behalf of the government. Enforcement of the Act will however remain solely the jurisdiction of Measurement Canada inspectors.

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Have you had an Inspection on that Pump? 3. Measurement Canada inspectors now have the ability to impose administrative monetary penalties for minor offences which contravene the Weights and Measures Act and do not warrant prosecution. If prosecution is warranted, the fines have been increased to $10,000 for minor offences to $25,000 for major offences and up to $50,000 for repeat offences. 4. Inspection equipment now used by RSPs must have some means to address the vapour loss issue associated with an open measure and certified by Measurement Canada as being traceable to their standard. The enforcement of the new law is going to start out as a gradual process with education at the forefront followed by fines should the retailer not listen. Take this as your education and have your calibration and inspection done this year! The inspection process is more involved then you have previously experienced and may indicate problems with your meters requiring minor-to-major service or replacement. It will make sense to recalibrate your pumps at the same time they are being inspected. This will be less stressful and possibly less expensive to complete any service at your leisure as opposed to the measurement Canada order.

Moving forward

Embrace this new legislation as a means to improve your business. The fact is that more

than 90 per cent of a retailer’s inventory loss results from incorrectly calibrated meters. The majority of retailers are giving away fuel

and this new legislation will help ensure a bare minimum level of calibrations. In fact it would be wise to calibrate more frequently if your inventory loss is increasing with all other factors considered. Secondly, the prominent display of a Measurement Canada inspection sticker provided by your RSP will improve the public perception of your business and provide you with a response to assuage your customers should they question the accuracy of your equipment. This legislation is good for our industry and good for your business.

March | April 2012

by Pipe Specialites Canada

Time to Re-Evaluate

a Proven Material Once thought of as strictly an old school solution for preventing groundwater contamination, fiberglass is gradually making a comeback

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March | Aprilâ&#x20AC;&#x192;2012

Fiberglass continues to be the dominant material used for underground storage tanks… fiberglass piping offers the same performance advantages for buried fuel handling.

Decades ago, corrosion-resistant fiberglass was the original solution in preventing groundwater and soil contamination caused by leaking metallic fuel piping and storage tanks buried at service stations. In the 1970s-and-80s, compliance with new environmental regulations meant that the vast majority of existing and new-build retail marketing sites in the US and Canada were outfitted with fiberglass fuel, vent piping and fiberglass tanks. Fiberglass continues to be the dominant material used for underground storage tanks. Interestingly, this is no longer the case for piping where there are now several types of material available.

Flexible piping products were developed so that buried double wall fuel piping could be installed faster and with less skill than size-over-size rigid fiberglass pipe. These products were more economical and significantly faster to install. Unfortunately, many performance issues began to arise. Leaks occurred because of permeation, elongation/swelling and swaged connections. Some brands exited the market while others reformulated their materials. The problems culminated in the development of a new regulatory standard – UL 971 – to which all buried fuel piping must comply. The resultant flexible piping products have changed in two key ways: higher cost and less flexibility. These changes are inspiring owners and contractors that had abandoned fiberglass for piping to have another look at this proven material.

They have been pleasantly surprised by the lower cost of fiberglass materials and the improved installation time now possible for double wall systems with the development of coaxial fiberglass piping. It is worth noting that fiberglass is now the most economical product for single wall vents, double wall vapour recovery (coaxial) and double wall fuel handling in two, three-and-four-inch diameters (coaxial). Fiberglass piping can be installed in parallel and in series layouts, and manifolds are easily done with the coaxial product. The technical advantages include proven reliability (30-year corrosion warranty available), compatibility with all fuels and diesel exhaust fluid (DEF), low thermal expansion, superior flow, higher pressure ratings and ease of maintaining a uniform slope in accordance with API and PEI guidelines.

PIPE SPECIALTIES•CANADA HAS BEEN THE MASTER DISTRIBUTOR OF AMERON’S DUALOY® 3000/L BURIED FUEL HANDLING FIBERGLASS PRODUCTS FOR OVER 30 YEARS. Dualoy 3000/L has a proven track record of reliability in fuel handling applications for over 30 years! Double containment is now easier than ever with Ameron’s Dualoy 3000/LCX coaxial piping. The “LCX” contained system has been sized for close make-up and ease of installation with compact fitting dimensions to minimize trench excavation.

Install Dualoy 3000/L and 3000/LCX if you need: • Peace of mind – 30 + years of proven reliability • Superior flow – smooth bore, greater I.D. • Superior strength – pressure ratings up to 200 psi. • Superior containment – rated up to 50 psi. • Low thermal expansion • Uniform slope – it is a rigid piping system • Series or parallel layouts • UL 971 Listing • Primary pipe available in 2", 3", 4" and 6" diameters, coaxial in 2", 3" and 4" • Complete testability during installation and at any time thereafter • Rapid joint closure makeup with ambient cure adhesive (50°F+).

Please contact toll-free us at 1-888-PSC-PIPE for a list of your local Dualoy distributors.

Pipe Specialties • Canada CONVENIENCE & CARWASH CANADA

The renewed interest has created the need to educate those unfamiliar with the installation practices for fiberglass piping. An important factor for installations in cold climates is the use of the four-foot dog leg – or a suitably sized and oriented flex connector–for piping coming from the tank pit area and entering the frost zone. The diagrams to the right illustrate the correct application of the four-foot dog leg, which provides the flexibility needed for dealing with frost heave. Pipe Specialties Canada has supplied Dualoy® piping through regional distributors for over 30 years. We are committed to educating contractors in the correct installation practices for this material. Product data, installation techniques, remote fill diagrams and training videos can be downloaded from our website at www.pipespecialties.com. Contact us to arrange for training to obtain your factory authorized installation certificate. We will be conducting free training seminars during the OPCA meeting in Toronto on March 19th. Certificates are valid for three years.

March | April 2012

TANKNOLOGY CANADA IS A REGISTERED MEASUREMENT CANADA SERVICE PROVIDER At a ceremony recently held in Burlington Ontario, Tanknology a Division of Englobe Corporation was presented with a certificate of designation as a Registered Measurement Canada service provider by the President of Measurement Canada Mr. Alan Johnson Tanknology is the first company in Canada to be registered as an inspection company with a volumetric meter verification technology completely isolated from atmospheric vapour loss.

“There really is nothing else quite like it on the market” Brent Boodoosingh, Jeff Weber, Peter Sutherland, Matt Field, Eden Johnson receive certification from Mr. Alan Johnson (centre right) It took hundreds of hours just to develop the Measurement Canada protocols for this technology as the process is so much different than anything else available on the market. This technology is the only technology that is not based on, or relying on the basic closed neck prover to determine the meters accuracy. “Peter Sutherland of Tanknology indicated. The new Fairness at the Pump Act recently passed requires that the accuracy of metering devices at retail petroleum sites across Canada be checked every 2 years. In order to achieve this end; Measurement Canada is using non-government Registered Service providers (RSP’s) such as Tanknology to perform the inspections. More inspections are good news for the retail petroleum industry as meter accuracy will ensure retailers are not giving away fuel at record high prices and the public can feel confident at the pump that they are receiving all of the fuel they are paying for. Tanknology has been a specialized service provider in the petroleum industry for 24 years and currently has technicians across Canada with offices in Alberta, Ontario and Quebec to inspect an estimated twenty to thirty thousand retail meters per year over the next 2 years. Congratulations Tanknology on your achievement!

This information is not intended for use in promoting tobacco products to consumers, and any such use is prohibited by law. Must not be posted within sight of consumers.

Available March 2012

1-800-361-6041

No Propane, No Gain

How a propane program can help increase your bottom line.

With the introduction of pre-filled exchange programs, consumers can now purchase propane at locations such as: Convenience stores, Grocery stores, Hardware and Box store chains, Drug stores and the latest addition, Liquor marts in the province of Ontario.

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March | Aprilâ&#x20AC;&#x192;2012

We provide you with a

TURN KEY SOLUTION for all your BBQ tank needs

Benefits of “Pre-filled BBQ tanks” Earn extra Revenue without using valuable indoor shelf space $$$ Opportunity to expand your product line to include propane sales without obtaining a propane dispenser. No need for specialized training or certified propane attendants The ease and speed of service of “pre-filled BBQ tanks” Retain your customers by fulfilling their barbecue propane needs FREE – Tank Traders® provides a positive and attractive outdoor display. Each cage holds 24 tanks Tank Traders® provides regular delivery based on consumer demand and volume requirements at your location.

For more information on how to become a dealer call: 1-866-553-2131 email: info@tanktraders.com website: www.tanktraders.com Our customer service representatives are knowledgeable and available to assist you.

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Why sell propane?

As more and more dispensers are being dismantled due to stricter regulations, the costly upgrades and the hike in licensing cost even gas station operators are looking for an alternative to sell propane. The prefilled exchange programs have allowed the C-store retailer another avenue to earn additional revenue without taking up valuable inside floor space. It allows you the opportunity to meet your customers propane needs without the enormous costs of installing a dispenser, obtaining licenses and expensive training. Propane exchange programs are another approach to retain your valuable customer base and increase your cross-selling opportunities. Consumers are always looking for convenience in their hectic schedules, trying to find Unlike the costs ways to save associated with installing time and dispenser, you will money. So recognize your Return why should on investment (ROI) you be any within months rather than different? years with the pre-filled The pre-filled exchange programs. exchange program provides that convenience factor for both the consumer and you, the retailer. No longer have to wait in line for a certified attendant to fill the tank; simple exchange the tank and go. There’s no more cleaning the grease off the tank; they receive a clean “like” new propane tank each and every time. So what’s the cost of this convenience? The exchange programs are comparable in price to that of filling a tank at a dispenser, typically retailing around the lower $20 mark.

What are my costs? Unlike the costs associated with installing dispenser, you will recognize your Return on investment (ROI) within months rather than years with the prefilled exchange programs. In most

March | April 2012

situations the only costs involved are the initial inventory to start the pre-filled exchange program. Some provinces have nominal costs involved whether it is a permit and/or license to distribute pre-filled propane cylinders; other sites require bollards to protect the cages from vehicle traffic. One also has to consider the fact that there are no real costs associated with the ongoing activities of selling propane tanks. In most cases the supplier provides the cage and signs and therefore is responsible for the maintenance of it. The propane tanks are exchanged by the supplier when empty replenishing you with clean like “new” cylinders to continue selling.

What licenses do I need to sell pre-filled propane tanks? Unlike filling tanks from a dispenser, when you sell pre-filled tanks you are not required to have trained and certified staff holding valid propane filling licenses. Thus reducing costs associated with staff turnover, retraining and additional licenses. Each province may however have their own distribution licensing requirements in order to sell pre-filled propane tanks. These licenses maybe renewed on a yearly basis. For example in Ontario you must possess a valid TSSA license and renew it each year at a cost of $110.00/year. Other provinces have no annual fees or licenses.

What Storage regulations do I need to follow? When determining whether or not your site is compliant with all safety regulations of storing pre-filled propane tanks you will need to determine a safe location for the cage and propane cylinders. The Canadian Standards Association CAN/CSA has established guidelines under the Propane Storage and Handling code B149. These guidelines are to be used as the minimum standards; one should

always consult with your supplier to advise whether your local municipality or fire department has imposed stricter guidelines. • Proposed Cage location area is free of vehicle traffic or protected by barriers • Cage will be located minimum 25 Feet from property line and any other buildings • Cage will be located minimum 20 feet from Gas pumps if applicable • Cage will be minimum three feet from any building opening (Doors, windows that open) • Cage will be minimum 10 Feet from any air intake or appliances • Cage cannot block fire department equipment or electrical outlets Location of the cage and tanks is also important from a marketing and customer service perspective. Whenever safe to do so, you should always position the cage and tanks at the store front. Many suppliers provide attractive signs and pricing points that will educate your customers of your new product offering.

How do I get started? Many suppliers of the pre-filled exchange program will handle or assist with the licensing requirements. Upon installation of the “program”, the supplier will provide training on how to administer the program, identifying dates on cylinder and other propane safety requirements to you and your staff. It is simple, safe and convenient to carry propane at your store. Important points to consider when deciding to carry a pre-filled propane exchange program are: • Expands your product line to retain your customers base • Provides cross selling opportunities • Requires minimal investment recognizing a return on investment within a short timeline • Occupies unused outdoor store front space to generate additional revenue

May 7-9 | Sands Expo and Convention Center | Las Vegas

www.TheCarWashShow.com

Register Now! The world’s largest car wash convention and trade show, THE Car Wash Show is May 7–9, 2012: • Expo floor with more square footage, more exhibitors and more of the latest products and technologies than any other car wash show • The most comprehensive educational sessions, led by business experts • In-depth looks at products and solutions, presented by car wash suppliers and industry experts • Networking opportunities with the largest gathering of car wash owners, operators, managers and more

International Carwash Association members receive 2 complimentary trade show passes!

Don’t Miss the Premier Industry Event of the Year! Booth space and customized sponsorship packages are available. Contact Carrie North, Director of Sales, at cnorth@carwash.org or +1 312.673.5724.

Join the conversation:

The Western Convenience Stores Association invites you to attend our

3rd ANNUAL WCSA FUNDRAISER GOLF EVENT. WHERE Cottonwood Golf & Country Club, Calgary, AB WHEN July 5th, 2012 REGISTRATION 8:30 am. Includes continental breakfast TEE OFF 10:00 am sharp; parade to holes Unique Tee gifts, on course surprises and great prizes for all. WCSA BBQ dinner and prizes. Cocktails 4:00 pm Dinner 5:30 pm. INDIVIDUAL REGISTRATION: $295.00 members per person (cart included) $395.00 non-members per person (includes WCSA membership until end of 2012)

Player 1

Handicap

Player 2

Handicap

Player 3

Handicap

Player 4

Handicap

Mulligans – 4 for $25 Door Prizes 4 for $25

Phone # Email

Contact Name Company Address

Please check box if you want to play as a team Club rentals $35.00 plus tax

Right Hand

Left Hand

Register your team early to avoid disappointment (Limited to first 144) Registration, sponsorships, questions contact: Brenda at: wcsagolf@convenienceandcarwash.com or phone 204-489-4215 Cheques made payable to WCSA Golf Tournament Proceeds to support the WCSA Retailer Scholarship Program.

SPONSORSHIP OPPORTUNITIES Speaker sponsor: $5,000 Wine/Cocktail sponsor: $3,500 Half Way House: $2,500 Hole in One: FRONT 9 $2,500 includes 4some BACK 9 $2,500 includes 4some Longest Drive: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Closest to the Pin: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Straightest Drive: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Longest Putt: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Beat the Pro: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Hole sponsor: $500 includes 1 golfer (except hole in one holes) If you would like to donate sample product for the goodie bags please call: Brenda at 204-489-4215

March | April 2012

2012년 대내외 경제 위협요인과 캐나다 한인 실협 회원 사업의 경쟁 력 제고 방안 회원 여러분 안녕 하십니까 ? 세계적인 경제위기를 벗어나지 못하고 있는 현실 속 에서 회원 여러분의 사업과 가계에 미치는 불황의 영 향은 실질 경제 지표에 배가 더할 것으로 사료 됩니 다. 2012년도 또한 이 위기의 터널을 벗어나기 어려 울 것 같아 걱정이 앞섭니다. 대내외 경제위협 요인을 볼 때 첫째 유럽 재정위기 지속과 물가 불안 지속. 둘째 세계경제둔화 및 수출 입 부진 . 셋째 유가.원자재가 상승과 소비위축에 따 른 투자감소와 금리상승 등을 꼽을 수 있겠지요. 위와 같은 요소들이 우리 한상의 경제활동을 둔화시 킬 뿐만 아니라 우리 회원 80% 정도가 소매점을 운 영하고 있어 경제 일선에서 바닥 경제를 더욱 실감 하실 것 입니다. 이런 가운데서도 눈에 띄게 변화하고 소비와 구매가 증가하고 있는 것들이 있어 사업성이 어떤지 보고자 합니다. 식품중 식단의 변화속에서 웰빙.고물가.싱글용. 간편 함. 이른바 똑똑한 식단이 많다는 것으로 조사 되었 습니다. 소비.구매 증가율을 보면 건강 식.음료.차.커 피 는 112%~5% 까지 소비가 증가된 것으로 나타났 고. 무가당.유기농.요쿠르트 제품 또한 7% 증가하는 등 경제위기와 고물가로 외식이 감소했음에도 불구 하고 간편식과 건강식 식품군들은 지속적으로 소비 와 판매가 늘어난 것으로 나타났습니다. 우리나라 음 식 또한 건강식으로 알려져 많은 제품이 세계 속으로 진출된 것을 볼 수 있지요. 물론 생필품이나 공산품 또한 판매가 증가한 것들이 있습니다. 이렇게 소비가 증가하고 판매가 오르고 구매가 많이 이루어 지고 있는 부문은 소비자의 욕구 충족과 훌륭 한 서비스 시스템을 갖춘 프랜차이즈 형태의 사업들 에서 많이 찾아볼 수 있습니다. 우리나라 또한 재래 시장이 도태되어 가고 중소 쇼핑센터와 프랜차이즈 화된 편의점 등 새로운 시설을 갖추고, 소비자의 다 양한 요구에 편리한 서비스를 제공하는 부문으로 구 매자가 몰리고 있습니다. 매스미디어에 의한 건강에 대한 인식 변화가 위와 같은 품목들에 대한 가장 큰 매출 증가요인이라고 봅니다. 저희 캐나다내에 한상 식품업 부문 3500회원의 85%는 독립적으로 운영하는 개인사업이며, 15% 정도는 프랜차이즈화 된 사업으로 운영하고 있습니 다.소비자 만족도나 서비스 면에서 개인사업으로 운 영하고 있는 곳은 체계적인 관리나 전문성 측면에서

Main Factors That Threaten Canadian Economy and Korean Canadian Business Competitiveness Hello respective members! We are still in a global economic crisis, and I believe this will affect your business and family more greatly than nominal economic indicators. I worry because we will also face difficulty leaving the tunnel of this crisis in 2012. Considering variables that threaten both the global and Canadian economies, the first factor is the ongoing European financial crisis and rising prices. The second major factor is a slowdown in the global economy and this leads to a slump in exports and imports. Finally, the third factor is that rising prices in both oil and raw materials cause low consumer confidence. Investment is down and increased interest rates were seen. As 80 per cent of the association’s members are running retail stores, you may have been impacted to some degree by these variables. Although we are still in the middle of challenging times, I would like to look into items that are overtly changing, and attracting customers. According to the survey, so-called smart menus top the list: healthy, pricey, single-servings, and convenient items were popular. According to growth rates in consumption and purchase, healthy foods, beverages, teas and coffees have shown increases up to 112to-115 per cent. A sugar-free, organic yogurt has shown a seven per cent increase in its sales. People eat out less due to the economic crisis and high prices, but consumption and sales increased in convenient and healthy foods. Since Korean foods are known as healthy, many are sold globally. Certainly some daily necessities and industrial products have shown sales increases. Most of these are found in franchises that are equipped with systems that satisfy consumer demand and provide detailed services to their customers. In Korea, traditional markets fall behind, and consumers are moving to small-and-mid-sized shopping centers and franchised convenience stores that provide accessible services to consumers’ demands in new facilities. I think media coverage about healthy food has contributed to sales increases in the above-mentioned items. About 85 per cent of our 3,500 Korean Canadian grocers are small private business owners, and about 15 per cent are franchised business owners. Small businesses fall behind in their competitive edges with their system, specialty,

CONVENIENCE & CARWASH CANADA

프랜차이즈 사업에 비해 사업경쟁력이 뒤떨어질 수 밖에 없 겠지요. 이에 대한 회원들의 인식 변화노력과 함께, 각지역 협회와 총연합회에서도 사업 패턴 변화에 대한 다각적인 접근과 연 구를 통해 대책을 수립해야 할 것이며, 홍보.세미나.포럼을 통해 상호 정보를 활발하게 교환해 나가야 할 것입니다. 한국에 있는 토종 프랜차이즈 사업중 미주나 동남아로 진 출하여 큰 성과를 올리는 사업을 소개하고, 캐나다내에 여 러 사업의 변화 요인 등 모든 상공인들이 유익하게 정보를 교류할 수 있게 최선을 다해야 할 것 입니다. 또한 캐나다 현지 상공인과 정보교류를 통해 우리 2세들의 캐나다내 경 제 활동을 뒷받침 할 수있는 토대를 마련하는 데에도 깊은 관심과 노력을 기울여야 할 것 입니다. 본 총연합회와 지역 실협은 위와 같은 인식을 공유하여 한 걸음 발돋움 하는 올 한해가 되도록 노력할 것입니다. 회원 여러분들의 성원과 협조를 당부 드리며 항상 건강하시고 사 업 번창하시기를 기원합니다. 이봉섭(Bongsup Lee) 부회장 캐나다 한인 상공 실업인 총연합회 ( UKCIA of Canada )

consumer satisfaction, and services compared to franchises. We need to change our awareness. The Association and its chapters should take various approaches and do research demanding measures and noting changes to business patterns, and exchange information through promotions, seminars, and forums. This can be accomplished by introducing authentic franchises in Korea that are showing huge accomplishments in America or Southeast Asia after their advancements in the market, and by recognizing changes in various businesses in Canada. We also need to show a keen interest and make efforts in preparing the ground for our children who will conduct economic activities in Canada by sharing information with local businessmen. The Association and local chapters will make efforts in 2012 to grow despite challenges in both global and national trends. We ask your support and cooperation. May you always be healthy and prosperous! Bong Sup Lee Vice President, UKCIA of Canada

파이프 전문기업 • 캐나다사는 유리섬유로 만든 지하매설 연료송유관인 아메론 듀알로이 3000/L을 30년이상 공급해온 마스터배급사입니다. 듀알로이 3000/ L은 연료송유부문에서 30년이상 신뢰성을 자랑해왔습니다! 두겹으로 된 아메론 듀알로이 3000/LCX로 리킹 이중 차단은 훨씬 쉬워 졌습니다. LCX 시스템은 파 헤침을 최소화 하기 위해 파이프 사양을 컴팩트하게 만들어 설치가 간편하고 공 간도 적게 차지합니다. 듀알로이 3000/L 또는 필요시 3000/LCX를 설 치하세요: • • • • • • • • • •

30년 이상 증명된 신뢰성으로 귀하의 안심 보장. 뛰어난 ID로 연료를 부드럽고 원활하게 공급. 200 psi압력까지 견디는 뛰어난 강도 . 50psi까지 견디는 뛰어난 차단성. 작은 열 변형성. 통일된 슬로프로 일체식 파이핑 시스템. 시리즈식 또는 유사한 배치 방식. UL 971에 등록. 설치시 및 그 이후에도 완벽한 점검 테스트 가능. 화씨 50도 이상에 견디는 수리전문 접착제로 신속 보수 가능

지역 듀알로이 배급사 리스트는 1-888-PSC-PIPE로 전화 하세요 52

March | April 2012

Pipe Specialties • Canada

파이프 전문기업• 캐나다

충전 프로판 가스통 교환판매 프로그램에 대하여

프로판은 보통 주유소와 관련하여 고려되고 많은 주유기들이 수년간 발달해왔다. 미리 채워진 가스통 교환 프로그램의 도입으로, 소비자들은 이제 다음의 장소에 서 프로판을 구입할 수 있다: 편의점,식료품점, 하드웨어 및 창고형 점포,약국, 가 장 최근의 추가된 업소는 온타리오 주 내의 주류 판매마트에서이다.

CONVENIENCE & CARWASH CANADA

프로판을 판매하는 이유는? 더 엄격해진 규정, 많은 비용이 드는 업그레이드(기계 개선) 및 면허를 받는 비용의 대폭 인상 때문에 더 많은 주유기들을 제거하므로 주유소 경영자들은 심지어 프로판을 판매할 대체 방안을 찾고 있다. 미리 충전한 가스통의 교환 프로그램은 편 의점 소매업자들이 금전적 가치가 있는 내부 매장 공간을 차 지하지 않고 추가의 소득을 올릴 수 있는 추가 방안을 가능하 게 했다. 이 프로그램을 통해 귀하는 주유기 설치, 허가증 취 득 및 비싼 교육을 위한 막대한 비용을 들이지 않고 귀업소 손 님의 프로판에 대한 수요를 충족시킬 기회를 가진다. 프로판 가스통 교환 프로그램은 귀하의 소중한 고객층을 확보하고 끼워 팔기의 기회를 증가시킬 다른 접근방법이다. 소비자들은 시간과 돈을 절약하는 방법을 찾으려고 애쓰면 서 항상 정신없이 바쁜 일정 속에서 편리함을 찾고 있다. 그리 하여 귀하도 시간과 돈을 절약하기를 원할 것이다. 미리 충전 된 가스통 교환 프로그램은 소비자와 귀하, 소매업자 모두를 위한 편리함을 제공한다. 인증된 종업원이 가스통을 채워 주 기를 줄을 서서 더이상 기다릴 필요가 없다. 단지 가스통만 교 환해서 가면 된다. 더이상 가스통의 기름을 닦아낼 필요가 없 다; 매번 새것과 “같은” 깨끗한 프로판 가스통을 받는다. 그리하여 이 편리함의 비용은 얼마인가? 교환 프로그램은 가 스 충전소에서 탱크를 채우는 것과 가격에서 비슷하며, 보통 판매가격이 $20불이 약간 넘는다.

내가 내는 비용은 얼마인가? 주유기를 설치하는 데 관련된 비용과는 달리, 귀하는 미리 충 전된 가스통 교환 프로그램으로 수년이 아닌 수개월 내에 귀 하의 투자 수익률(ROI) 의 존재를 인정하게 될 것입니다. 대 개의 상황에서, 관련된 유일한 비용은 미리 충전된 가스통 교 환 프로그램을 시작하기 위한 최초의 재고품에 관한 것이다. 일부 주들은 미리 충전한 프로판 가스통을 유통시키기 위한 허가 그리고/또는 인가에 관련한 극히 적은 비용을 부과한다; 다른 업소들은 차량의 통행으로부터 가스통을 보관하는 철구 조물을 보호하기 위한 짧은 기둥을 필수로 설치해야 한다. 프로판 탱크를 판매하는 계속되는 행사와 관련한 실제의 비 용이 없다는 사실을 또한 고려해야 한다. 대개의 경우 공급업 체들이 철구조물과 안내판을 제공하므로 그것의 유지도 공급 업체의 책임이다. 공급업체는 프로판 탱크의 판매를 지속하 기 위해 빈가스통을 “새것과 같은” 깨끗한 가스통으로 교 체한다.

미리 채워진 프로판 가스통을 판매하기 위해 어떤 허가증들이 필요한가? 주유기에서 가스통을 채우는 것과 달리, 미리 충전된 가스통 을 판매할 때, 관련 교육을 받고, 유효한 프로판 충전 허가증 을 소지한 인증된 직원을 가질 필요가 없다. 그러므로 직원이 직, 직원재교육 및 추가적 면허에 관련한 비용을 줄인다. 각주는 미리 충전한 프로판 가스통을 판매하기 위한 자체의 유통에 관한 허가 요건을 가질 수도 있다. 이러한 허가증들은 매년 갱신해야 할 수도 있다. 예를 들면 온타리오(Ontario)주

March | April 2012

에서는 귀하는 유효한 TSSA 허가증을 소지해야 하며 매년 $110.00의 비용을 내고 갱신해야 한다. 다른 주들은 매년 내 는 수수료 또는 허가증의 제도가 없다.

내가 준수해야 할 보관 규정은 무엇인가? 귀하의 업소가 미리 충전된 프로판 가스통을 보관하는 것에 관한 모든 안전 규정을 준수하는 지 여부를 결정할 때, 귀하 는 철구조물 및 프로판 가스통을 보관할 안전한 장소를 결정 할 필요가 있을 것이다. 캐나다 규격 협회(Canadian Standards Association CAN/CSA)는 프로판 보관 및 취급법 (Propane Storage and Handling code B149)하에 지침을 확립했다. 이러한 지침들은 최소한 준수해야 할 기준으로 사 용된다; 귀하의 지역의 시당국 또는 소방국이 더 엄격한 지침 을 부과하는 지 여부를 알기 위하여 귀하의 공급업체와 항상 협의해야 한다. • 제안된 철구조물 설치 지역은 차량의 통행이 없거나 벽으 로 보호되어야 한다 • 철구조물은 건물 경계선 또는 다른 건물로부터 최소한 25 피트 떨어져 있어야 한다 • 철구조물은 만약 해당되면, 주유 펌프로부터 최소한20 피 트 떨어져 있어야 한다 • 철구조물은 최소한 건물의 구멍(문, 열리는 창문)으로부터 최소한 3피트 떨어져 있어야 한다 • 철구조물은 공기 흡입구 또는 기계로부터 최소한 10 피트 떨어져 있어야 한다 • 철구조물은 소방국 장비 또는 전기콘센트를 막아서는 안된다 보관용 철구조물 및 가스통의 위치는 마케팅 및 고객 서비 스의 측면에서 또한 중요하다. 그렇게 하는 것이 안전할 때마 다, 업소 앞에 딸린 공간에 철구조물과 가스통을 항상 두어 야 한다. 많은 공급업체들이 귀하의 신상품의 제공을 고객들 에게 알려 주는 마음을 끄는 표지판 및 기준 소매가격표를 제 공한다.

어떻게 시작하는가? 미리 충전한 가스통 교환 프로그램을 실시하는 많은 공급업체 들이 허가의 요건들을 취득하는 것을 처리하거나 도와줄 것이 다. “프로그램”을 설치하면, 공급업체는 프로그램의 운영방 법, 가스통의 날짜 확인하기 및 다른 프로판가스에 관한 안전 요건을 귀하와 귀하의 직원에게 알려줄 것이다. 귀하의 업소 에서 프로판을 취급하는 것은 간단, 안전하며 편리하다. 미리 채워진 가스통 교환 프로그램을 취급하는 것을 결정 할 때 고려해야 할 중요한 점들은 다음과 같다: • 귀하의 고객층을 유지하기 위해 제품군을 확대한다. • 끼워서 판매할 기회를 제공한다. • 짧은 시간 내에 투자수익률을 제고하는 최소한의 투자를 필요로 한다. • 추가의 소득을 발생시키기 위해 사용하지 않는 업소 밖의 정면의 공간을 활용한다.

해서 워시월드사의 레이저 시스템에 대 요? 세차장 오너들은 무엇이라고 할까

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

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

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

스 세차장의 스코트 포드씨 정말 뛰어난 설비예요.” 소피 새디

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

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

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www.washtech.ca CONVENIENCE & CARWASH CANADA

Paul Nelson

연료 관리… “The Cloud” 의 효율성 구름이 비를 가져온다는 것만을 의미하는 때가 있었다. 오늘날 Cloud는 증대된 효율성 및 cardlock시스템의 밝은 미래를 상징하는 정교한 관리 시스템이다. 성공적인 조직을 유지하는 핵심은 비즈니스의 모든 측면에서 최적의 효율성을 달성하는 능력이다. 적은 수의 소도시 소속 차량에서 많은 수의 트럭을 사용을 하는 많은 조직에 있어서, 효율성은 연료 관리를 통해 서 성취될 수 있다. 1970년대 이후 “cardlock”이 라는 용어는 효율성을 향상시키는 목표일 뿐 아니라 기름 카드와 무인 연료 관리와 동일한 뜻을 가지는 것 이 되었다. 현재의 경제 상황에서, 효율적이고 높은 가치를 가 진 연료 자산 관리는 최우선이 되었다. 소유주들은 회 사 소유 차량을 유지하고 사용하는 비용, 높은 기름값 및 모든 사항을 고려해야 하고, 소유주들은 또한 연료 가 절도됨, 부정확한 기록 유지 및 부정확한 비용 예 상 가능성으로 인한 금전 손실을 하는 것을 고려해야 한다. Cardlock 을 사용하는 주유소에서의 연료 관리 시스템은 연료 통제 업무를 간소화하고, 연료 관리의 문제에 관한 효율적인 해결책을 제공한다. 이러한 해

March | April 2012

결책은 다른 것보다 기록 유지 및 세금의 이유로 정확 하게 연료를 추적하기, 업무 비용에 대한 비용 할당, 및 개선된 운전자의 책임을 포함한다. Cardlock를 사용하는 주유소에서의 연료 관리는 현재 크레딧 카드와 유사한 연료 카드 또는 열쇠 고리 에 끼울 수 있는 작은 카드를 사용하여 운영된다. 이 러한 장치들은 독립된 연료 단말기(FIT), 주유소의 제어기(FSC), 및 컴퓨터 소프트웨어를 사용하여 빠 르고, 그 업소에 국한한 주유 허가, 현장에서의 기록 유지를 제공한다. cardlock 주유소에서의 연료 공급 과정을 시작하 기 위하여, 운전자는FIT의 판독기에 기름 카드나 작 은 카드를 넣는다. 다음에, 운전자는 그가 갖고 있는 특정한 기름 카드 또는 작은 카드의 정보와 일치하는 PIN번호, 주행 거리계, 또는 다양한 데이터와 같은 추가의 데이터를 입력한다. 일단 데이터가 허가되면, 주유펌프가 작동되고 운전자는 차량에 연료 공급을

시작할 수 있다. 연료공급 작업에 관한 거래 정보는FSC 에 의해 사무실 내에서 기록되고, 운전자 및 차량 기록 과 함께 거래 정보를 저장한다. 정보 관리 및 시스템을 위한 모든 프로그래밍은 FSC 와 통신하는 개인 컴퓨터 에 소프트웨어를 통해 그 업소에서 이루어질 수 있다.

무인 주유소의 진화 이 모든 기술이 널리 사용되기 전에는, 일반 또는 상업 용 주유소에서의 차량 연료 공급은 현장의 직원에 의해 실시되었고, 시간이 많이 걸리고 사기적 거래에 취약했 다. 컴퓨터의 출현으로 연료 관리 시스템의 최초의 혁신 은 손으로 기록을 하여 유지하는 것에서 그 시점에서의 가장 최신의 정보 저장 기술을 사용하여 자동으로 기록 을 유지하는 것으로 발전한 것이다 (카세트 테이프 장치 로부터 시작되었다!). 각 카드 및 계좌에 연관된 PIN번 호때문에 보안이 강화되었을 뿐 아니라 주유 허가 및 거 래 정보를 시스템에 직접 입력함에 따라 인간의 실수로 인한 위험을 최소화했다. 따라서cardlock 주유소에서의 무인 연료 관리가 탄생했다. 민간 기관 또는 시당국, 또 는 기름 판매 업체의 공동 네트워크 내에서 여러 주유소 를 관리하는 것은 전화 회선을 이용한 모뎀을 이용하여 가능하게 되었다. 이러한 초기 모뎀의 최고 속도는 초당 300 또는 1200 비트이다. 마침내 사용자들에게 더 좋 은 현장 경험뿐 아니라 더 빠르고 더 확실한 카드 사용 승인, 기록 보존, 보고를 허용하는 고속모뎀이 도입되었 다. 이제 정보는 주유소와 집의 사무실 사이에서 더 신 속하고 자주 보내지게 되었다. 또한, 융통성, 편리함 및

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보안을 증가시키는 통신기술이 발전함에 따라 무선 모뎀 및TCP/IP 연결은 선택할 수 있는 방법이 되었 다. 무인 연료 관리의 발전의 다음 단계는 셀 모뎀 기 술을 사용하여IP 를 실행하는 것이다. 이 방법으로, 개별 주유소는 휴대폰 전파가 미치는 어디에서든 인 터넷을 통해 안전한 소프트웨어 터널을 사용하여 접 근할 수 있다. 그러나 기름 카드의 사용을 승인하는 것은 그 업소에 국한되며, 그 업소의 FSC에 저장된 카드 사용 승인 기기에 의해 현장에서 처리된다.

the cloud로의 안내 전술한 각 단계에 관여하고 있는 cardlock 연료 관 리를 위한 기술 혁신과정을 선도하는 회사는일리노 이주 Hodgkins시에 위치한 OPW Fuel Management Systems사이다.휴대폰 기술을 사용한 IP가 연료 관리에 더 많은 편리함을 제공하는 한편, 24시 간 무인 연료 관리를 위한 다음의 발전 단계는OPW 연료 관리 시스템(Fuel Management Systems) 과 Kardtech Incorporated사의 Kardall 시스템이다. OPW Fuel Management사의 FSC3000™ Fuel Site Controller와 함께 공급될 수 있는 Kardall 네 트워크는 효율성과 보안에 관련 하여 기름 카드 사용 승인 및 거래 정보 수집을 향상시키기 위한 가장 최 신의 통신 기술에 의하여 가능해진 발전된 기술을 이 용한다. 앞서 기술한 연료 관리 기술로, 주유소 운영자들은 각 업소에서 독자적으로 사용승인된 사용자에 관한 카드 화일을 유지하고 접근해야 한다. Kardall사의 “cloud” 운영 시스템을 통해 모든 정보가 하나의 원격 호스트에 통합되며, 컴퓨터상으로 무제한의 사

용자와 거래를 보관할 수 있다. 그러므로, 모든 주유 소에서의 모든 거래는 실시간으로 감시하고 원격 통 제될 수 있다. 실시간 보고로 제공되는 효율성과 함께 Kardall사는 또한 연료 절도의 경우를 탐지하고 방지 할 수 있다. 통합된 정보는 주유소 경영자의 전체 네 트워크 내의 어디에서든 2번째 재급유를 어느 누구 에게든 허가하는 것을 방지함으로써 보안을 향상시 킨다. Kardall 시스템은 안전한 TCP/IP 통신을 사용하 며LAN/WAN 또는 휴대폰 통신을 이용한 IP를 통해 정보를 제공한다. 제공되는 휴대폰 서비스나 인터넷 을 통해서 Kardall사는 경영자의 모든 주유소에 원 격의 웹 브라우징을 기반으로 하는 시스템에 접근 가 능하게 한다. 이 시스템은 개인용 컴퓨터의 소프트웨 어를 대신한다. 선택적으로BlueTree사의 무선 모뎀 및 접속점을 구입하시면, 근본적으로 통신망에 의존 하지 않고 전력이 없는 곳에서 전선이 필요 없다. Kardall제품은 또한 시스템 진단 보고, 고객에 대한 청구서 발송, 세금, 비용표, 평균, 연료의 단말기에의 이동 정보 입력, 펌프내 계산기의 정보 입력, 및 가격 책정을 포함한 다양한 종류의 거래 보고기능을 수행 한다. Kardall제품이 수요의 측면에 부응하여 제공 하는 모든 장점 뿐 아니라 Kardall제품은 또한 공급 의 측면에서 자동적으로 도입되는 연료량을 위한 탱 크 계량기에의 연결기능을 제공한다.

혁신의 전망 Alberta Fuel Distribution, ERS, 및Blue Wave Energy사와 같은 회사에 의해 이미 실행되고 있는 OPW사의 연료 관리 시스템 (Fuel Management Systems) 및 Kardtech Incorporated사의 Kardall 제품은 진실로 캐나다 및 미국의cardlock 를 사용하 는 주유소에서의 연료 관리의 발전을 위한 다음 단계 이다. Fleming-Reid Petroleum Equipment 사의 Doug Morrison씨는 다음과 같이 말한다. “기술의 발전으로 북캐나다의 외딴 지역에서Visa 및MasterCard를 이용한 거래의 제공뿐 아니라 이제 캐나다의 외딴 지역으로 기름의 공급을 중단하는 것도 적어졌 고 여론 조사 및 카드상의 내용 편집에 대한 원격 접 근을 제공한다. 기억 장치도 필요 없으며, 모든 정보 가 컴퓨터의 서버에 저장되어 있다. 이것이 좋은 발전 이라는 데에는 의문의 여지가 없다.” Doug씨는 또 한 캐나다 내에서의 OPW사의 Fuel Management System의 존재에 대하여 언급한다. “나는 70년대 후반부터 이 비즈니스에 종사했는 데 다양한 기술의 발전을 겪었고, 시장에 OPW사의 Fuel Management System이 도입된 이후에OPW-FMS는 캐나다에서 일위를 차지해 왔다. 전국에 걸쳐OPW-FMS 는 신

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셀안테나를 갖춘 Kardall 연료 관리 시스템의 근접 사진

원격통신을 위한BlueTree 사의IP/cell 모뎀을 사용한 하이브리드 시스템을 갖춘 유류 저장 탱크가 설치됨. 이러한 탱크 시스템이 존재하는 환경은 대체로 이러하다.

March | April 2012

뢰할 수 있는 제품으로 입증되었다.” 1982년 이후로 동종 업계에 종사하고 있는, Doug 씨의 동업자인Ingersoll Petroleum 사의 Rod Ingersoll씨는 말한다. “OPW사는 항상 신뢰를 얻어 왔으며 그 당시에는 하나의keylock 회사만이 주유소 업계를 독점했다. 캐나다 내의Cardlock을 사용한 주 유소의90%가OPW-FMS장치를 소유한다. OPWFMS는 배급업체와의 관계, 장비의 질, 기술 지원 및 고객 서비스의 측면에서 뛰어나다.” Doug씨는 또한 Kardall제품에 대하여 다음과 같이 의견을 말한다. “ 우리는Toronto에서Fort McMurray북쪽의 유전까지 어디에서든cardlock을 사용한 주유소를 운영하는 것 을 가능하게 하는Kardall제품에 대한 기대로 들떠 있 다. Kardall제품은 양쪽 회사의 장점 및 자사의 향상 된 통제력을 허용하는, 경영자들이 바란다면 다른 네 트워크상 및 전국적으로 자사의 카드의 소유를 발행할 수 있는 기능을 가능하게 한다.” Kardtech 사의 사장인Mark Dikken씨는 Kardall 제품이 “고객이 정보 기술담당부서에 전혀 전화걸지 않고 99.7% 정상 작동 시간을 유지하는, 완전히 안 전한 개인 휴대폰 전파를 이용한TCP/IP 네트워크” 인 것을 언급하면서Kardall 제품을 “오늘날의 요구 와 미래의 수요에 대한 해결책”이라 부른다. Dikken 씨는 Kardall제품의 “생생하고, 쌍방향인 운영 플랫 폼이 화면상 교육, 메세지 전달, 충성도 프로그램, 한 계, 제한 및 심지어는 대리인 또는 기름 배달회사에 의한 탱크내 잔류량 측정 정보의 기입을 가능하게 한 다.”라고 말한다. 그는 또한 Kardall’제품의 “책 임, 책무, 효율성, 및 신뢰성”과 “실시간Kardall제 품의 Network Solution을 기반으로, 사용자는 여러 제품중 T Check, Com Data, EPS, TCH, 그리고 Paymentech와 같은 다른 PetroVend 네트워크와 결합 할 수 있다. 기름 판매 회사, 민간 회사의 차량 및 상 업용 기름 소매업체는 이 해결책에 의해 (취득되고 유 지되는) 부가 가치의 혜택을 깨닫는다.Kardall제품의 진정한 데이터 호스팅 서비스(주-데이터를 저장할 수 있는 공간과 이 데이터를 통해 인터넷 서비스를 할 수 있도록 네트워크 자원을 이용하는 것)는 제3자 고객 의 접근, 주유소로부터의 경보 통지를 위한 통신 센터, 그리고 완전히 통합된 탱크 재고 인터페이스 (컴퓨터 와 사용자의 대화)를 포함한다. 주유소 매니저는 이제 주유소 시설의 자산과 다른 기기들을 최고의 자신감 으로 세계 어디에서든 연결할 수 있다.” 소위, 시간은 돈이며 귀하는 시간과 돈 모두를Kardall제품의 cloud 네트워크를 통해 절약하게 된다. Paul Nelson 씨는 일리노이주 Hodgkins시에 위치한 OPW Fuel Management Systems사의 연료 관리 전문가 이다.

Shekar Swamy, OMEGA ATC

해커의 무선 네트워크 침 입 방지로 귀하의 데이터 와 돈 보호 필요 2007년의 “보안 침입 비용을 계산하기,”라는

무선 침해 탐지 (WID) 와 무선 침해 방지(WIP)

보고서에 따르면, 보안 침입으로 기록 하나당 90

를 시행하는 것이 매우 중요하다 .

달러에서 305달러 사이의 비용이 들 수 있다. 그

• WID는 사기꾼 또는 권한이 없는 자가 접근

리고 2011 년의 Verizon사의 데이터 침입 조사

하는 것에 취약할 수 있는 유선 및 무선POS

보고서에 따르면, 침입의 92퍼센트는 외부인으로

네트워크 모두를 위하여 무선네트워크상의

부터 유래했으며 지금까지의 어느 다른 해보다

수상한 접근 시도를 감시한다.

2010년에 더 많은 사이버 보안 침입이 발생했다. 그러한 깜짝 놀라게 하는 통계를 보고 귀하의

• 무선 침해 탐지장치(WID)가 무선 감시인으 로서 손님들에게 무선 침해의 원인이 될 수

비즈니스가 그러한 악의적인 공격으로부터 귀하

있는 문제들에 대하여 손님들에게 위험을 알

의 무선네트워크를 어떻게 더 잘 보호할 수 있는

려주는 기능을 하며 무선 침해 방지(WIP)는

지 고려했어야 한다. 귀하의 조직은 무선 네트워

보안침입이 발생하기 전에 탐지된 무선상의

크를 위한 PCI 필요 조건과 함께 그러한 PCI 필

문제를 방지하여 한걸음 앞서가는 과정을 거

요 조건이 귀하의 비즈니스에 어떤 영향을 미치 는 지를 아는 것이 또한 중요하다. 귀하의 명성이

친다. • 무선 침해 방지(WIP)는 AP(액세스 포인

빨리 그리고 심하게 손상될 뿐 아니라 귀하의 재

트-무선랜과 유선랜을 연결), 스마트폰 그

정도 손상될 수 있다.

리고 랩탑을 사용하여 권한없이 무선 접근하

무선 사생활 침입 방지 귀하의 비즈니스가 PCI DSS 준수를 유지하는 것

는 것을 막을 수 있다; 그리고 조직의 일상적 기능을 방해하지 않고 즉시 여러 위협을 방 지한다.

을 돕고 무선 네트워크의 보호를 보장하기 위해,

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일부 대중적인 제조업체의 WIP시스템이 다른 업체의 시스

• 관련 조직들이 통신과 무선AP를 감시하는 침해 탐 지 및/또는 보호 시스템을 사용한다.

템보다 효과가 없을 수 있기 때문에 보안 시스템을 귀하의 네 트워크에 실행하기 전에 철처히 무선 보안 업체들을 알아 보

• 조직이 소유한 침해 탐지 및/또는 방지 시스템이 최 신식으로 유지되어야 한다.

는 것이 매우 중요하다. 많은 공급업체들이 무선 침해 탐지 시 스템을 제공하지만 효과적인 무선 침해 방지 기능은 제공하지

• PCI DSS 준수 기준이 카드소지자의 데이터를 저

않는다.

장, 처리 또는 전송하는 모든 조직들이 기술을 의도 적으로 사용을 하는 지 여부에 관계없이 무선 기술

내 소매점에 무선이 없다면요? 소매업체에서 종종 듣는 질문이다. 명심할 중요한 점은 만약 소

의 보안장치를 할 것을 필수로 한다.

매업체의 환경이 무선장치가 없어도 무선상 활동을 살피거나 침

WID/WIP를 설치안할 때의 침해의 비용

해를 탐지할 필요성을 제거하는 것은 아니다. 중요한 목적은 사

TJX Companies— T.J. Maxx 와 Marshalls 같은 비즈

기꾼의 무선 AP 사용을 확인하는 것이다. 이는 무선상 침해를

니스의 모회사—는 2007년에 정보가 침해되었다. 4천5

조사하지 않고 이루어질 수 없다. 실제로 눈으로 조사하는 것이

백7십만 개의 크레딧 카드 번호가 도난당했다. 나중에 막

중요하지만 과정이 거기에서 끝나는 것이 아니고 조사의 범위도

대한 손실은 TJX사의 무선 네트워크의 보안에 관련된 문

한정적일 수밖에 없다. 무선 활동을 조사하지 않으면- 사기꾼

제에서 기인하였음이 판명되었고, 결국 회사에 수십억달

의 무선AP가 있는지도 알아낼 수 없다.

러의 비용을 초래하고 회사의 명성에 심한 타격을 주었

무선 네트워크가 데이터 누출에 그렇게 취약한 이유중의 하 나는, 유선 네트워크와 달리 무선네트워크가 물리적인 장벽을

다. 무선의 세계에서, 카드소지자의 데이터를 처리하는 기

활용하지 않기 때문이다. 물리적 장벽의 결여는 해커들이 쉽

관들은 특별히 조심해야 한다. 무선네트워크를 사용하

게 보호되지 않고 심지어 아무에게 들키지 않는 무선 AP를 찾

는 것이 혁신을 위한 길을 열어주지만, 무선네트워크는

아서 무선 침해를 할 수 있는 어느 누구나 귀하의 카드소지자

또한 매일 무선AP를 해커의 위험에 노출시킨다.만약 무

들의 데이터에 접근가능하게 방치한다. 이러한 요인들때문에

선 AP가 열려 있고 보호되지 않은 채 방치된다면 가장

PCI DSS 기준이 카드소지자의 데이터를 저장, 처리 또는 전

소규모의 비즈니스도 데이터 누출의 위험에 처할 수 있

송하는 모든 조직들이 기술을 의도적으로 사용을 하는 지 여부

다. 비즈니스 크기에 관계없이 데이터 누출이 귀하의 비

에 관계없이 무선 기술의 보안장치를 할 것을 필수로 하는 이

즈니스에 발생하게 허용하지 마십시오. 현명하게 정보의

유이다.

보호를 받으십시오.

PCI DSS 기준은 또한 다음을 명시한다:

points)가 보호되고 있습니까? 저희가 귀하를 도울 수

• 네트워크에 WP와 승인되지 않은 무선AP가 존재하는 지 를 매분기마다 조사해야 한다.

March | April 2012

귀하의 소매업소 내에 모든 AP (wireless access 있습니다. 저희에게 636-557-7777로 전화하시거나 pci@omegasecure.com로 이메일해 주십시오.

선불카드가 편의점에 “편리함”을 제공하다 소비습관을 관찰하는 능력 과 선불 카드의 편리함에 대한 수요 증가와 같은 많은 장점때문에, 선불카드는 소비자의 수요를 재빨리 알아채는 편의점들을 위한 추가소득으로 그 매출액이 증가하고 있다. 귀하가 대도시, 교외, 지방에 살던 관계없이 집을 나오면 가 까이에서 편의점을 볼 수 있다. 편의점은 때때로 구멍가게이 거나 작은 식품 잡화점이며, 종종 주유소와 연계하여 존재한 다. 그러나 기름을 넣으면서 또는 대형 식료품점에서 잊어버 리고 구입하지 못한 제품을 구입하면서 몇가지 필수품을 함 께 구입하려고 편의점에 급히 들어가는 습관이 없는 사람은 소수이다. 그러나, 만약 간절히 원하는 레드불(Red Bull) 또는 아이 들 아침 식사용 시리얼을 위한 우유 한 병을 구입하기 위하 여 귀하의 지역내 편의점에 뛰어들어갈 때, 귀하는 또한 자신 이 사용하기 위한 선불기프트카드, 전화카드 또는 심지어 선 불 현금 카드까지 손쉽게 구입할 수 있음을 생각해 보라. 이 제품들은 우유 한 병처럼 일상의 필수품이며 구입하기 쉬워 야 한다. Mercator Advisory Group사의2010년에서 2013년 선불 시장의 예측은 총선불시장 규모가 2012년에5천4백9십7억 달러에 달할 것이라고 예상한다. 선불 시장은 급성장하는 시 장이며 선불카드에 대한 다양한 소비자로부터의 수요가 많이 증가함에 따라 놀라운 일이 아니다.

March | April 2012

편의점은 소비자들이 한 상점에서 각종 상품을 다 살 수 있 는 곳이 되어야 하며 과연 선불카드보다 더 편리한 제품이 있 는가? 선불카드를 스스로 사용하여 신용(크레딧)이 없는 소 비자가 온라인상 상품을 구입하고 온라인 계좌를 만들 수 있 으며 현금을 갖고 다니지 않기를 원하는 소비자들에게 더 안 전한 대체방안을 제공하게 한다. 선불 전화 카드는 장기계약 에 묶이거나 개인 정보를 제공하는 데 수반되는 염려 없이 통 화할 수 있게 한다. 특정 소매점에서 사용하는 기프트 카드는 급하게 선물할 때 훌륭한 선물이 되며, 주유 카드는 매주 기름 넣을 때 지불하는 휼륭한 방법이다. 이러한 모든 종류의 선불카드는 보장된 편리함을 제공하지 만, 이 이익은 그 이상이다. 선불카드는 어느 용도로 사용되든 돈을 규모있게 쓰거나 가족들이 현명하게 소비하는 습관을 확립하는 것을 돕는 이상적인 수단이다. 선불카드는 예산액 이상을 지출하지 않고, 소비 습관을 추적하는 것을 돕는다. 예를 들면, 만약 매달 주유에 얼마를 지출하는 지 또는 자녀 들이 무선전화를 몇 분 사용하는 지 알고 싶으면, 선불카드가 이를 눈여겨보는 것을 도울 수 있다. 반대로, 특히 긴급시에 아이들이 전화를 하거나 기름을 넣을 수 있기를 원한다면, 선

불카드는 기름을 넣을 때와 새 XBOX도 살 수 있는 귀하의 크 레딧 카드를 자녀들에게 주지 않고 그러한 구입을 할 수 있는 자유로움을 제공한다. 점점 첨단화되는 세상에서, 현금이 때때로 불편할 뿐 아니라 또한 위험할 수 있다. 현금으로 온라인구입을 할 수 없으며, 현 금은 도난시 추적할 수 없다. 선불카드를 이용하여 온라인상으 로 상품을 구입할 수 있으며, 온라인상 절도 또는 사기의 경우, 돈을 안전하게 지키며 신속히 돈을 돌려받을 수 있다. 편의점들은 선불카드구입장소로서 기름을 넣거나 커피 한 잔을 구입하러 들를 때 중요한 재정적 도구를 구입할 수 있음 을 고마워하는 소비자들에게 또다른 매력을 제공한다. 주유소 와 연계된 편의점은 선불카드구입장소로서 종종 기름의 가격 이 동일할 때 길건너편 주유소보다 경쟁 우위를 제공한다. “실제의 업소 (예를 들면Gap)에 가지 않고 [소비자들은] 7-Eleven에 가서Gap의 선불카드를 구입할 수 있다. 많은 편 의점들이 업소내에 선불카드를 위한 공간을 갖고 있기 때문 에 중요할 수 있다,”라고Mercator Advisory Group 의 수 석 분석가인 Ben Jackson씨는Convenience Store Decisions 이라는 잡지의 2011년 4월호에서 언급했다. 다양한 사람들이 편의점에서 상품을 구입한다-성인, 십대 및 10-12세의 아동; 부자, 중산층 및 저소득층들이다. 회로 가 열려 있는, 오픈루프카드(금융기관이 보호하고 어디에서 나 사용할 수 있는 카드)와 회로가 닫혀 있는,클로즈드 루프 카드 (특정 소매업소에서만 사용할 수 있는 카드) 모두를 제 공하는 것은 편의점들이 편의점에서 상품을 구입하는 다양한

고객의 수요에 부응하게 한다. 편의점은 또한 소비자들의 계절적 소비 습관에 주의를 기울 여야 하며, 일년 중 특정한 기간에 수요가 더 높은 선불상품을 반드시 제공해야 한다. 예를 들면, 게임과 주유 카드의 매출은 아이들이 방학중이고 더 많은 사람들이 여행을 하는 여름동안 에 매출이 늘 가능성이 높은 반면 식당의 사용할 수 있는 카드 를 어머니날, 아버지날, 발렌타인 데이와 같은 시기에 구입할 가능성이 높다. 은행구좌가 없거나 은행구좌를 열 수 없는 사람들만이 선불 카드를 사용하는 것은 아니다. 귀하의 재정상태에 관계없이, 최근 수년간의 경제상태는 많은 사람들이 소비습관에 주의를 기울이게 했다. 크레딧 카드, 데빗 카드 및 현금은 소비자들이 원할 때 돈을 쓰는 자유를 허용하지만 소비자들에게 더욱 필 요한 것인, 지출을 살피는 방법이 결여되어 있다. 선불 상품이 어디에서든지, 온라인, 소매업소, 또는 일상적인 소비를 위하 여 소비자들이 돈을 사용하는 편리함을 제공하는 한편 현명하 게 돈을 관리하는 것을 돕는다. 이러한 선불 상품의 사용과 수요가 증가하면서, 도처에 존 재하고 제품의 범위가 다양한 편의점은 선불 상품을 구입하 기 위해 이상적인 매장이다. 편의점은 또한 이익폭, 업소출입 인구의 증가 및 경쟁우위의 이득을 얻을 수 있다. 다양한 선 불상품을 제공하는 것은 편의점이라는 그 이름에 대한 기대 에 부응하는 것이며 소비자들은 편의점의 존재를 더욱 고마워 할 것이다.

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

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

902.468.7342

709.747.0015

6/10/2010 9:17:51 AM

CONVENIENCE & CARWASH CANADA

F로 시작하는 세 단어

맛(Flavour), 형식(Format) 및 기능(Function) 이 차가운 음료 부문의 성패를 좌우한다.

March | April 2012

차가운 음료 부문에서 기본 적으로 판매되는 제품이 항상 존재하지만 맛, 형식 및 기능 은 항상 변화한다.

거품이 나는 제품 건강음료를 선택하는 추세가 더 많아져서 일시적 유행이 아

여전히 시장이 성장하고 있다

닌 새로운 시대가 열렸다. 맛이 첨가된 제품에서 품질 및 맛이

에너지음료가 처음에 편의점에 등장했을 때 상표가 한 개나

강화된 제품까지, 물은 이 생활 방식의 변화를 이용하여 계속

두 개밖에 없었다. 이제 손님들은 큰 캔,작은 병에 들은 파워

해서 새로운 형식 및 기능을 갖추어 이윤을 얻고 있다.

샷 (power shots), 많은 맛과 기능을 다양하게 선택할 수 있

“Nestle Waters사가 탄산수(Sparkling water)부문의 95 퍼센트를 차지하는 데, 건강한 대체상품을 찾는 소비자들 때

다. 어떻게 소매업자가 이 모든 제품에 열광하지 않을 수 있겠 는가?

문에 계속 성장하고 있다,”라고Nestle Waters Canada사의

“소비자의 기호에 맞추십시오, 소비자가 요구하는 다양한

부장인Chrystal Adkins씨는 말하며 이 회사는 또한 Nestle

상표와 맛을 갖추십시오. 소매업자로서 귀하가 원하는 대로 선

Pure Life, Montclair, Perrier 및 San Pellegrino를 시장에

반을 채울 수 있습니다,”라고 모두 무설탕이며 여섯 개의 맛

선보이고 판매한다.

을 시판하는Xyience Energy Drinks사의 Gus Prokos씨는 말

이 회사는 2011년에 최고의 편의점 혁신제품 상부문의 최

한다. “소비자들이 관심있는, 독특하고 연관된 마케팅 기반을

고의 신제품상을 받은 페리에 자몽맛(Perrier Grapefruit)

가진 상표를 선택하십시오. 유사한 마케팅 기반의 상표로 같은

뿐 아니라 진짜 땅에서 솟아난 물, 사탕수수로 만든 설탕 및

종류의 제품을 모아 놓는 것에 국한하는 것은 장기적으로 가격

18퍼센트의 생과일을 넣은 완전 천연의 맛을 특징으로 삼는

할인과 이익 침식에 이르게 된다.”

과일이 들어 있는 탄산수인San Pellegrino Sparkling Fruit Beverages을 최근에 출시했다. 2012년에 회사는 소비자들이 하루에 설탕이 들은 음료 한 병을 포기하고 물로 대체하라고 권장하는 제품포장지 및 온 라인상의 “물먹기 운동- hydration movement”을 시작 한다. “이 운동은 연간 사람들이 마시는 50,000칼로리를 절약

그리고 지금 세계 3대 이종 종합격투기 대회중 하나인 UFC 보다 뜨는 제품은 무엇인가? Xyience사의 마케팅 기반은 UFC을 중심으로 하는데 , Xyience사의 음료가 UFC의 공식 에너지 음료이다”. “본질적으로, 우리는 두 상표를 판매한다 – Xyience와 UFC이다,”라고 그는 말한다. “우리는 냉장고에 부착하는 광 고, 창문에 부착하는 포스터, 진열하는 것, 실제 사람 크기의

하게 할 것이다,”라고 그녀는 말한다. “소비자들은 온라인

격투기 선수 모형을 포함하나 이에 국한하지 않는POS 자원을

에 접속하여 그들의 건강하게 물을 마시는 것에 대한 이야기

완전히 제공한다. 하나의 주제로 냉장고 밖의 공간에 음료를

를 공유할 것이다.”

진열하여 판매하는 것을 두려워 하지 마십시오.”

또한 Nestle Waters사는 인쇄물 및 인상적인 페리에 회사

에너지 음료 냉장고 밖에서, 손님들은 또한 인기있는 하위부

(Perrier)의 모든 것이 녹는 텔레비젼 탄산수 광고에 상당한

문- 작은 병에 들은 에너지 샷을 찾는다. 현재5 Hour Energy

투자를 했다.

제품은 에너지샷 제품 중에서 91퍼센트 이상을 차지하며

“웹, 인쇄물, TV 및 특정고객을 위한 프로그램을 통한 강 력한 마케팅 지원으로 물제품의 시장을 성장시켰다,”라고

Worx 와 Red Bull제품은 그 다음으로 비슷하게 판매된다. “5 Hour energy제품은 2011년에 도매에서 26퍼센트 이

Adkins씨는 말한다. “우리는 또한Refreshments Canada

상의 성장을 보였다,” 라고 Hilary's Salesmaster Inc사의

협회의 지원으로 병에 담은 물의 근거 없는 믿음과 사실에 관

Stewart Ingles씨는 말한다.

하여 소비자, 교육 위원회 및 대중 매체를 교육하는 데 집중 했다.”

베리, 오렌지, 레몬, 포도, 석류, 특별히 더 강력한 베리 및 가 장 최근의 특별히 더 강력한 포도맛을 포함하는 7개 맛의 재고

CONVENIENCE & CARWASH CANADA

관리 코드를 특징으로 한다. 회사는 또한

일 년 내에 몇 달동안 꽁꽁 얼어 있지만

이 아는 건강한 성분이 제품성분표에 들

두 개의 신기능 샷- 코코넛 및 잠자게

Manitoba주의Winnipeg가 세계의 슬

어있기를 원한다.”

하는 샷인 두 개의 새로운 기능적 샷을

러피(Slurpee)음료의 중심지임을 생각

시작하는 것을 또한 기대하고 있다.

해 보라).

“코코넛 샷(Coconut shot)은 소매

F’real’s사의 밀크쉐이크, 과일 스 무디 및 프로즌 커피는 최소한으로 가공

더 어린 연령층이 좋아하는 블루 래즈

처리되었고 우유, 아이스크림, 과일 및

업의 새로 성장하는 부문인 코코넛이 들

베리나 콜라 맛이 있는 반면, “더 건강

커피와 같은 천연 원료만을 포함하여 이

은 물제품이다. 소매업체 중의 에너지 샷

한”선택가능한 제품을 선호하는 것으로

추세를 잘 이용하고 있다.

제품의 선두업체로서, 대부분의 시장내

소비자들은 이동하고 있다라고Harlan

의 업체처럼 작은 샷제품으로 시판하기

Fairbanks 사의 Blair Wankling씨는 말

이스크림 밀크쉐이크, 과일 스무디 및 프

로 결정했다,”라고Ingles씨는 말한다.

한다.

로즌 커피를 인식하는 경향은 증가하고

“수면을 위한 샷은 사람들이 먹기 쉽게

“소비자들이 천연의 재료로 만든 아

“우리는 비탄산 천연 과일 쥬스 제품

있다. Starbuck’s, McDonald’s 및

작은 병의 형태로 제공되며 모두 천연의

을 포함하는 설탕이 덜 든 제품들을 본

Jamba Juice 사는 모두 우리가 제공하

수면을 위한 제품이다. 효과가 매우 크며

다,”라고 그는 말한다. “그 제품이 맛

는 제품의 종류를 소비자들에게 인식시

정신이 혼미한 게 아니라 기분이 상쾌하

이 좋아 아이들은 더 건강에 좋은 제품인

키기 위해 수백만 달러를 마케팅에 사용

게 깨어 난다.

지 개의치 않지만, 부모님들은 건강에 좋

했으며 판매에 큰 영향을 주었다,”라고

은지 신경쓴다.”

그녀는 말한다. “그리고 이 관심은 동일

냉장제품을 초월하여 차가운 음료는 냉장된 제품 그 이상으로 확대된다. 업소 중앙에 설치한 프로즌( 얼음의) 탄산혼합음료와 탄산이 들어있 지 않은 혼합음료가 업소 출입 인구 또 는 장소에 관계없이 필수품이 되었다 (

“우리가 보는 대세는 소비자들이‘

한 제품을 판매하는 다른 소매업체에도

건강하고 천연 성분이 들어 있는 제품’

영향을 미친다. 그 결과로, 우리의 기존

으로 옮겨가고 있다는 것이다,”라고

의 소매업체의 제품 판매도 많이 증가한

F’real foods사의 판매이사인 Mi-

것을 본다.” 회사는 이미 보통 편의점 환경에서 찾

chelle Davis씨는 말한다. “사람들은 성분표를 더 많이 읽기 시작했으며 그들

을 수 없는 제품을 소비자들에게 제공

이제 첫걸음을 시작하세요! 오늘 무료 정보를 요청하세요! 에서 공부 지 리 칼 ! 리브스 패드 지급 이 아 면 하

리브스의 새로운 점

2011년 9월부로 모든 학생들은프로그램 시작 시 아이패드를 지급합니다! 우리는 전통적인 교재 대신 아이패드 상의 전자북으로 바꿉니 다. 이러한 변화는 귀하의 학습과 생산성을 높 여줄 첨단 기술 사용 기회를 제공합니다. 우리 의 맞춤형 학습관리 시스템은 귀하의 학습 속 도를 조정 해주고 귀하가 수업시간에 참석하지 않더라도 클래스 메이트와 교수진과의 교류를 가능하게 해줍니다. 리브스에서는 귀하의 성공이 우리의 제일 목 표입니다!

와 행정관 세요! 아래 하 일 청 오 신 스 늘 . 개 교육내용 오이 아주 쉽습니다 리 코스 같 •비즈니스 커뮤니케이션 •개스오일 기초과정 •생산회계 기초과정 •개스 오일 비즈니스 관 리업무

현재 붐이 일고 있는 개 스 오일 산업에서 일하 고 싶은 분은 리브스 칼 리지의 개스 오일 행정 관리 프로그램에서 상세 지식과 필수 기술을 배 우세요.

1. 회계와 사무처리절차, 동료와의 커 뮤니케이션, 마이크로소프트 오피 스 프로그램 사용법 등 비즈니스 행 정 업무의 특성을 배웁니다. 2. 개스 오일산업에서 사용하는 전문용 어를 배우고, 지리와 지구 물리학, 오일 생성, 지질 탐사와 기타 지식을 배웁니다. 3. 마케팅과 개스오일산업 행정관리업 무를 중점 학습하고, 생산회계 기초 사항도 배웁니다.

전화 1-800-670-4518 성공을 위한 기술을 익히세요! 68

March | April 2012

하여Mac’s, Avondale, Suncor 및

산대 아래의 냉장고의 능력을 두 배로 하

씨는 말한다. “이익폭이 100퍼센트

Federated Cooperative과 같은 소매

는 상표등록된 계산대 위의 냉장고(우연

이상이며 탄산음료제조업체가 아닌 소

업체와 협력하여 큰 성공을 보고 있다.

히 캐나다에서 제조되었다)를 더 잘 홍

매업자의 수익을 올려 주고 있다.”

기계에서 나오는 제품자체보다 업소 내

보하기 위한 광고판을 개선했다. 제품의

그는 자사의 새로 나온 맛이 가득찬

에서 어떻게 제품이 제조되는 지가 판

장점을 더 잘 알리고 소비자들의 구입을

얼음음료 공급기계 (Flavour Over-

매에 영향을 미친다.

더 쉽게 하는 혁신적인 선반 시스템이 또

load Fountain Drink Dispensers)

한 있다.

를 사용하여, 소매업체들이 30인치의

자사의 독특한 혼합 시스템은 소매업 체들이 직접 음료를 제조하게 하며(완

“프로즌 음료는 완전히 고객이 충동

전 셀프서비스임), 매번 제품을 만들때

구매하는 제품이다.그러므로 손님의 관

할 수 있다라고 말한다. 손님들은 얼

마다 기계의 지저분함을 닦거나 밤마

심을 여러 방법으로 끌어야 한다,” 라고

음에 특정한 맛을 추가하고 (선택하지

다 기계를 청소할 필요가 없다. 손님들

Wankling씨는 말한다. “주유기에 광고

않을 수 있다), 그 다음에 음료의 상표

은 단지 제공된 냉장고로부터 혼합하

하는 것을 활용하고, 출입문에 광고를 부

(Sprite, Pepsi, Coke 등)를 선택한다.

길 원하는 제품을 선택하고, 맛을 선택

착하고 차가운 음료기계가 있는 곳으로

“자사의 기계는 경영자와 손님 모

한 후, 뚜껑을 벗기고 컵을 끼는 곳에 놓

손님을 안내하는 적절한 안내판이 반드

두에게 현재의 유행과 선호에 따라 음

은 후에 농도를 선택 한 후에 그 맛을 즐

시 설치되어야 한다.”

료를 원하는 대로 만들고 변경할 능력

기면 된다.

기계가 작동되게 놔두세요

을 부여한다,”라고 Hornberger씨는

춘 최첨단의, 스스로 청소하는 혼합기

“음료기계로 업소에서 제조되는 음료제

치할 공간이 업소 내에 있고 수요를 창

를 포함하는 새로운 판매 시스템을 작

품이 다시 돌아왔으며 판매가 매우 잘된

출하도록 프로그램을 올바로 광고한다

년 가을에 시작했으며, 구매시점에서 신

다” 라고Western Refrigeration 사의

면, 이 제품들을 판매할 수 있으며 고

선한 음료 혼합 프로그램과 현재의 계

판매담당 총책임자인Daryl Hornberger

수익을 얻을 수 있습니다.”

F’real 사는 터치스크린 기술을 갖

공간만을 사용하여24개의 맛을 제공

말한다. “간단합니다. 만약 기계를 설

캔디류, 견과류와 트레일 믹스 제품 유명 브랜드의 고품질 제품 매일 매일 베스트 셀러 제품 최고 가치에 최고 마진 제품 CAWACS 에 트레이드 쇼 부스 서 539번 요. 를 찾아주세

선반 진열용 필로우 봉지 제품 페그 걸이용 봉지 제품 캔디와 스낵 컵 제품 간편 용기 포장 제품 서프라이즈 백 제품 등 다양한 용량과 포장 제품 공급

전화 1-877-787-077 또는

팩스번호 1-800-265-8651로 주문하세요

www.cottagecountrycandies.com

CONVENIENCE & CARWASH CANADA

by: Carter Hammett

The Changing Face of Customer Service Ever have one of those days where you just know people are sorry they called you? That happened recently when an ISP provider called to determine how I was enjoying my new Internet service. “Well,” I began, “the first technician never showed up. The second one had the courtesy to call to inform me that he would be at my place two hours before I get home from work and the third one actually materialized only to inform me that neither of his boxes worked and that I would have to call you to solve the problem.” There was silence for a moment.

March | April 2012

“Oh,” said a slightly hesitant voice on the other end...”Would you like to pick up a box so you could install your own Internet?”

According to research compiled by The U.S. Chamber of Commerce, a whopping 68 per cent of customers leave a business because of unsatisfactory treatment they’ve received. About 14% leave because they are dissatisfied with the service; nine per cent leave to do business with the competition, five per cent seek alternatives to the service being received and three per cent move away. That tallies 99 per cent.

So what happens to the remaining one percent? They die. Really? Now that’s a loyal customer! However, for every one customer complaint that’s resolved, there are typically 26 other customers with unresolved issues. An unhappy customer will often verbally tell between 10-20 people about their negative experiences. I say “verbally” because with blogging and social media, that number increases exponentially Needless to say, you want to keep your customer happy. This is also one of the reasons why services like the CCSA’s RRT courses— including so-called “sweet spot” selling—are so valuable. People may be vocal in their dissatisfaction with their perceived treatment, but the fact is, only about 10 per cent actually say anything. The great majority are passive complainers, who leave your store, never to be seen again.

The concept of “value-added” service applies to car washes too. You can automate all you want, but without actual people to provide information, problem solving and support, something gets woefully lost in translation.

Your Customer’s Expectations...

What differentiates your customers though are the expectations they have. A customer who eats at McDonald’s for example, will have very different expectations from a customer who eats at a high end eatery. Making an assumption that all customers have the same expectations can be a serious misjudgement. We can take it as a given that most customers expect to pay slightly higher prices at C-stores. The typical profile is someone who may want efficiency and consistency. Therefore, the service offered should be friendly but not in a way that makes the process clumsy or

inefficient. Obviously product selection and location play major roles here too. Carwashes and gas stations are slightly different in that customers often need help and in some cases may be stressed. Service needs to be both fast and efficient. In the case of Bend, Oregon gas station owner Kent Couch, he decided to ramp up customer service by stepping backwards in time. Borrowing from pictures of gas stations during the 1930s-1960s, where “crews” of attendants would rush over to greet a new customer, he reinstated mandatory windshield washing, and even had has his staff dress in white shirts and hats as a throwback to days where service was more personalized. The strategy has paid off, with sales increasing despite a stressed US economy. The concept of “value-added” service applies to car washes too. You can automate all you want, but without actual people to provide information, problem solving and support, something gets woefully lost in translation. So, if your carwash is full service, it helps greatly if staff are empowered to answer questions, make decisions and resolve conflicts, rather than just presenting themselves as wage slaves with little or no authority over their service or product.

Listen Very Very Carefully Customer service is all about building and sustaining relationships and empowering your staff sends a subtle yet powerful message to your customers that your staff is respected enough to make decisions on behalf of the company. Most complaints that are resolved on the spot will result in repeat business for the company, and the fact is, it costs about three times (if not more) to generate new business then it does to sustain repeat business. One strategy that seems to be garnering momentum in recent years is due to the power of social media. In an effort to become

CONVENIENCE & CARWASH CANADA

more transparent, some companies are letting customers write reviews. This is not only a recognition that customers turn to each other more than advertising campaigns, but also because they have become distributors of information as well. One US t-shirt company decided to “let it all hang out” by allowing customer feedback to appear warts and all on its web site. The rationale was, that for every one unhappy customer, there were 100 satisfied ones, so the few carping comments would lend a feeling of authenticity to the experience. Revenues increased 77 per cent over a three-year period. This strategy may not be for the faint-of-heart. But it does say that your customers have value in and of themselves, and by allowing them to be not so favourable, you are taking a chance in valuable feedback while making yourself more accountable. This is what’s really ruling customer service today. It’s therefore worth the investment ensuring that your staff is properly trained in product knowledge, location, customer etiquette, sales techniques, but also customer service, active listening and especially conflict resolution. Simply scheduling regular meetings and feedback sessions with your staff can go a long way in improving your bottom line. The rude reality is that while customers may not remember quality service, they will always remember poor service they received and likely share that information with others. But well-trained staff can not only enhance the customer’s shopping experience, it can also make your outlet a go-to destination that people return to again and again.

The rude reality is that while customers may not remember quality service, they will always remember poor service they received and likely share that information with others. But well-trained staff can not only enhance the customer’s shopping experience, it can also make your outlet a go-to destination that people return to again and again.

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The Car Wash Show™ 2012:

Arming the Industry to Succeed It’s called The Car Wash Show™, but the world’s largest car wash convention and trade show could easily be referred to as “The Build Your Business Show.” This annual trade show is dedicated to advancing the car wash industry; the information and insight attendees receive, however, has applications for many different business owners and managers. The past few years have been tough for businesses, but the economy is resilient. Signs of economic recovery are becoming apparent, and businesses are recognizing that it’s time to grow again. If you’re looking to expand your business — or even if you’re just curious and want to experience the optimism and progress within the industry — attending The Car Wash Show™ 2012 can provide you with the tools you need. Last year, the show attracted 5,500 attendees representing more than 8,000 car wash locations in more than 35 countries. Attendees included car wash owners and operators, car wash category managers, convenience store owners, petroleum marketers and fast lube owners. For some, the 2011 show was their first; others have been attending for years. But The Car Wash Show™ is relevant regardless of experience. Anyone from new investors to veterans of the industry — and the show — can discover something new and benefit from the show’s offerings. The 2012 show, which is presented by the International Carwash Association®, takes place May 7–9 at the Sands Expo and Convention Center in Las Vegas. The epicenter

of excitement is a fitting location considering the impressive schedule of events at this year’s show. The lineup includes a show floor featuring hundreds of exhibitors; networking opportunities with operators and vendors; valuable education sessions and seminars by leading business experts; and a keynote address by NFL Hall of Famer Mike Ditka.

A Foundation for Success You may have seen him on CNBC, MSNBC, Fox Business News or the Canadian Broadcast Corporation as an expert pricing commentator. Now, Rafi Mohammed is bringing his expertise to The Car Wash Show™ in a seminar titled “Using Price to Profit and Grow.” In the inaugural issue of CAR WASH Magazine, Mohammed contributed “10 Tips to Better Pricing,” which included practical and pointed suggestions such as “stop marking up costs” and “understand customers have different pricing needs.” In his seminar at The Car Wash Show™, Mohammed will expand on this advice and provide additional insight and wisdom on this topic with which so many business leaders struggle. Business leaders also tend to struggle with human resource concerns. But to preserve their businesses and avoid lawsuits, it’s crucial for business owners and managers to be aware of the laws regarding employee rights. The two-part session “Human Resources: Knowing the Laws to Protect Your Business,” presented by attorney Max Muller, addresses legal requirements on hiring and firing, as well as compensation and benefits.

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Another session, presented by Linda McKenna, co-author of Hire the Best C-Store Employees – Interviewing Tactics for Hiring Employees Who Can Actually Make You Money, is centered on driving employee performance, including the fundamentals of what motivates top-performing employees. Another fundamental that is necessary for businesses to consider is marketing. A business without a clear marketing or brand strategy can have a hard time gaining — and retaining — customers. If you’re unsure what it takes to market your business and create a strategy that works, Ken Banks’ session “Building a Brand that Keeps Customers Coming Back” is a presentation you can’t afford to miss. And if you’re concerned about how to use the latest technology in your marketing efforts, the presentation by digital strategies expert David Rogers on customer behavior in the digital age can help you navigate this new realm of communication to achieve your business objectives. The strategy tips aren’t saved just for marketing, though. Chuck Bamford’s strategic growth seminar, “How to Find Competitive Advantages in Your Business,” will motivate attendees and arm them with the knowledge of their businesses’ distinct edge in the industry. Knowing your edge in any industry is key to succeeding during an economic rebound. The seminars and sessions offered at The Car Wash Show™ 2012 can equip you with the knowledge and tools to make that success possible.

The Tools of the Trade It almost goes without saying that a trade show floor, especially the trade show floor at The Car Wash Show™, is the ultimate representation of diversity and innovation. But it’s true. The floor at this year’s show features hundreds of exhibitors showcasing everything from vacuums to detailing products, dryers to water-saving technology, wash

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equipment to touchless systems, and chemicals to payment options. The 2012 New Product Gallery, part of the trade show floor, gives you the opportunity to interact with the very latest products and services. The trade show floor is expansive; check out the exhibitor map at www.TheCarWashShow.com.

Ditka’s Drive The Car Wash Show™ 2012 is a robust resource for advancing your business. You should already be won over and ready to sign up, but if seminars and technology alone aren’t enough to bring you to Vegas, a keynote address by the prolific Mike Ditka surely must be. The former NFL player and coach currently is a commentator and analyst for ESPN, a restaurateur and an overall solid businessman. Ditka will share his “ACE – Attitude, Character and Enthusiasm” presentation with show attendees on Tuesday, May 8. Imagine being in a huddle with the man who is quoted as saying, “Before you can win, you have to believe you are worthy.” That’s effectively what this address delivers. Ditka shares the lessons he’s learned throughout his career and highlights the key characteristics you need to achieve your personal and professional goals. By the time the address is over, there’s no doubt you’ll believe you’re worthy of success.

Final Thoughts In sports, they say that every day you’re either better or worse than the day before — you’re never the same. The same can be said for your business. You’re either progressing or regressing. Attending The Car Wash Show™ 2012 is a concrete way to begin progressing in the industry. The economy is growing; there’s no reason you shouldn’t aspire for growth in your business. Registration for The Car Wash Show™ 2012 is now open. Visit www.TheCarWashShow.com to see the full schedule and register today.

If you want to reach diverse new markets advertise with us!

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

The United Korean Businessmenâ&#x20AC;&#x2122;s Association stretches east to west and is now featured in every issue of Convenience & Carwash Canada. With over 6500 members we can help you reach them. To learn more and discuss how we can serve you, call us at 204-489-4215 or email bjjohnstone@convenienceandcarwash.com

Visit our website: www.convenienceandcarwash.com

NEWS RELEASES CCSA Announces New National Director for its Responsible Retail Training (RRT-We Expect I.D.) Program Appointment Marks Important Shift in RRT Marketing Strategy The Canadian Convenience Stores Association (CCSA) has appointed a new national director to take its celebrated Responsible Retail Training (RRT) program (also known in part as We Expect I.D.) in a new, more focused direction. Efforts to drive home the benefits and values of the program to increase retailer participation will be laid out in a new marketing and communications plan that will ensure retailers can continue to effectively sell age-restricted products and keep employees on their game through c-learning fundamentals (like gas station driveoff safety, effective food handling, and loss prevention). Newly appointed RRT National Director, Deana Beltsis, comes to the role with over 12 years of marketing and communications experience, having most recently moved from the managing editor position at C-Store Life Magazine, the official publication of the CCSA. Deana brings a clear understanding of the issues retailers face and the means needed to improve their business practices. Managing the RRT program is a natural fit and will provide retailers and channel players with a new revved up-sense of

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urgency and understanding of the importance of training as a competitive and strategic necessity. “We know the training we provide through our RRT program is not only unique, but a necessary tool for retailers to be able to thrive in an environment where lawmakers are not always aware of how their decision making affects the livelihood of Cchannel players,” said Alex Scholten, CCSA president. “Bringing a marketing professional on like Deana will ensure we spread the word about the benefits of this unique program to increase retailer participation and extend our grassroots efforts so that retailers can continue to do business in the most cost-effective and responsible way while building their profits.” The newly set out strategy will bring to light a clear case for how retailers, suppliers, distributors and other industry players can work together with governments, health groups and consumers to make sure all parties understand that training is at the forefront of retailer efforts. Deana can be reached at deana@conveniencestores.ca and at 416-4573960 (c) or 905-8459339 (o). Cleaning Systems, Inc. Exceeds First Year Goal on Zero Waste Initiative De Pere, WI–Cleaning Systems, Inc. (CSI), manufacturer of Lustra®

Professional Car Care Products and DynaEdge® cleaning and protection products for transportation and industry applications, announced today that they have exceeded their initial goal for zero waste. Last summer the company embarked on an initiative to limit waste sent to landfills from the manufacturing of cleaning products for transportation and industry applications. Their goal at the time was to cut waste to landfills by 50% by the end of 2011. Year end results showed a 90% cut in waste. “The ease by which we achieved these surprising results is amazing,” said Roger McGrath, Plant Manager for CSI. The company partnered with a local recycling company that takes specific types of materials and turns them into fuel pellets that are used in industry as a coal alternative. The bulk of materials that CSI is now recycling are label backing paper and packaging from their supplies and raw materials. The initiative was introduced to company employees through a campaign supported with informational materials, color coded graphics and collection containers that were easily identified. “Our employees responded positively to the plan and are committed to the zero waste goal,” said McGrath. In addition to the recycling of manufacturing by-products, CSI recycles cardboard, aluminum, steel, plastics and glass,

leaving very little additional waste. CSI first attained ISO 14001:2004 certification for its environmental management system in 2009 and has sought to continually improve and demonstrate leadership in its protection of the environment. About Cleaning Systems, Inc: Founded in 1976, Cleaning Systems, Inc. is an ISO 9001:2008 and ISO 14001:2004 registered manufacturer of premier cleaning and protection products for the transportation industry. CSI’s LustraTM Professional Car Care Products are environmentally friendly and designed to deliver a superior car wash experience, whereas, the DynaEdge® product line provides the same quality of performance to commercial vehicles and industry applications. Visit www.CleaningSystemsInc. com for more information For More Information contact: Mark Brock 800-225-2231 OPW Fueling Components Names Ed Kammerer Western Regional Sales Manager

Ed Kammerer (L)

Steve Stewart (R)

OPW Fueling Components, A Dover Company (NYSE: DOV) and the global lead-

er in commercial and retail petroleum equipment, announced recently that it has named Ed Kammerer western regional sales manager. Kammerer will assume his new responsibilities effective February 6, 2012 and will report directly to Keith Moye, OPW vice president, sales & Marketing.

For more information on OPW Fueling Components or any of its products, please visit www.OPWGlobal.com.

In his new position, Kammerer will be responsible for all sales-related activities and sales personnel in Indiana, Ohio, Kentucky, Michigan, and all states west of the Mississippi River with the exception of Texas, Oklahoma and Louisiana. District managers and product specialists in these states will report to him.

Jim Koch has assumed the recently created position of Director of National Accounts forWashworld. The rapid growth experienced by Washworld in the last few years has necessitated the addition of a person to handle the complexities of large, multi-state accounts. Jim’s 18 years in the car wash industry, as well as his previous position as VP of National Accounts for CSI/Lustra, makes him ideally suited to that task.

“Ed brings solid expertise and an impressive record of customer care and sales performance to this position,” said Keith Moye. “He possesses a demonstrated history of leadership at OPW and has been a key contributor to the growth and success of our organization. He is the perfect person to provide the kind of sales leadership we need in helping us achieve our strategic growth initiatives.” Kammerer has 19 years of experience in the petroleum industry, 14 years of which have been with OPW as a district manager in the Midwest territory. He has a Bachelor of Science degree in Petroleum Engineering from West Virginia University. Ed will be based out of OPW’s headquarters in Cincinnati, Ohio.

Jim Koch Joins Washworld Washworld, Inc. is pleased to announce the newest member to our team.

For further information please contact: Rich Andreas Vice President Sales Washworld, Inc. 888.315.7253 randreas@washworldinc. com Advanced Car Wash Systems, Partners with PDQ Manufacturing as Equipment Distributor for Tennessee De Pere, WI (January 9, 2012) – PDQ Manufacturing, Inc., an industryleading manufacturer of in-bay automatic vehicle wash systems, is pleased to announce the appointment of Advanced Car Wash Systems as a new distributor serving the Tennessee market. Advanced

is expanding into the Tennessee market after over 25 years of successfully providing car wash sales and service in the Georgia and Alabama markets. Advanced Systems and PDQ Manufacturing are very excited about their new partnership. Headquartered in Marietta, GA, Advanced Car Wash Systems will distribute and service PDQ’s full line of vehicle-wash systems and peripheral equipment, including the LaserWash®, Tandem® RiteTouch in-bay automatic wash systems, MaxAir™ drying systems and Access® payment terminals, throughout Tennessee, Georgia and Alabama. Robert Ramsdell, President of Advanced Car Wash Systems, had this to say about his partnership with PDQ. “In 1984 Advanced opened their doors in the Atlanta market. We understand customer service is the driving force to growing our business all of these years. Advanced is pleased to expand our partnership with PDQ Manufacturing, Inc., with a common goal of assisting our customers to achieve their business goals and providing the service our customers deserve.” Advanced Car Wash Systems is one of the largest providers to the car wash industry in the Southeast. For over 25 years they have been providing car wash equipment and service, as such, distribute, install and service commercial car washes for

a wide range of services, including Business Consulting, Design and Development, Custom Marketing Programs, Tailored Chemical Solutions and a broad range of Training Programs. Advanced Car Wash Systems can be reached at (866) 403-9274 or by visiting www.theadvancedgroupinc. com. Commenting on the appointment, PDQ’s Senior Vice President of Sales, Gerry Hanrahan said, “The Tennessee market is a strategic area for PDQ and we are very pleased to expand our partnership with Advanced Car Wash Systems to add additional coverage to this important area. Advanced is a highly respected company that has built a solid reputation for service and we are delighted that they are expanding into the Tennessee market.” About PDQ PDQ Manufacturing is recognized as the technological leader in vehicle wash systems, providing superior quality, outstanding support, and products that contribute to our customers’ profitability. Brands include LaserWash® In-Bay Automatics, MaxAir™ Dryers, Access® Customer Management Systems, and Tandem® RiteTouch Vehicle Wash Systems. Products are sold and supported worldwide through an extensive distribution network. For more information, visit www. pdqinc.com or call (800) 227-3373.

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NEWS RELEASES OPW Fueling Components Names Steve Stewart Canada Sales Manager OPW Fueling Components, A Dover Company (NYSE: DOV) and a global leader in commercial and retail petroleum equipment, announced February 6 that it has named Steve Stewart OPW Canada sales manager. Stewart will assume his new responsibilities effective February 6, 2012 and will report directly to Keith Moye, OPW vice president, sales and marketing. In the newly created posi-

tion of Canadian sales manager, Stewart will be responsible for overseeing all sales related activities across the country. He will responsible for all of Canada as sales manager and will also serve as district manager for Eastern Canada. Cheryl Herzog, Western Canada district manager, will report to Steve. “Steve is a high-value contributor to OPW. He combines more than 20 years of petroleum equipment experience with superior customer care, making him the perfect choice for

this position,” stated Keith Moye. “Steve will provide the kind of sales leadership we need in Canada to help us achieve our strategic growth initiatives.” Prior to joining OPW in 2011, Steve was business development managerCanada for Dresser Wayne and over the years has held various positions from global account executive-retail systems for Marconi Commerce Systems to regional account manager and global account manager for Gilbarco Veeder-Root, Inc.,

Canadian sales manager for Gilbarco, Inc. and sales manager central Canada for Gilbarco Canada Ltd. Steve majored in Business Administration–Marketing and Management at Conestoga College in Kitchener, Ontario. For more information on OPW Fueling Components or any of its products, please visit us at www.OPWGlobal.com.

Ad Index

Containment Solutions .......................................... 40, 57 Core-Mark ........................................................... IFC Direct Cash .......................................................OBC ACCESS CASH/EZEE ATM.................................. 22 F'Real ....................................................................... 9 Gourmet Chips ...................................................IBC HD Smoke ......................................................... 6, 17 ICA ......................................................................... 49 Interac Association ............................................... 28 Jasper & Jasper ........................................42, 43, 58 MI Petro ...........................................................35, 63 Manitoba Magazine Publishers Association...... 78 National DSD ........................................................ 13 National Energy ..............................................18, 65 National Smokeless .......................................44, 45 Oasis ...................................................................... 26 PDQ ....................................................................... 24 PEI .......................................................................... 37 Pipe Specialties ..............................................39, 52 Pumps & Pressure ............................................... 27 Reclaim Equipment .............................................. 34 Scholten's ........................................................20, 69 Tanknology ......................................................31, 41 Turtle Wax ............................................................. 27 Vomar .................................................................... 47 Wash-Tech .......................................................21, 55 Western Convenience Stores Assoc. ................. 50 Western Refrigeration .......................................... 11 XpresSystem ......................................................... 34 ZCL ......................................................................... 33 78

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