Convenience & Carwash mag may june 2017 by edge advertising

MAY | JUNE 2017

Canada’s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash Publication INCREASE PROFITS WITH ADD-ON SERVICES THINKING OUTSIDE THE BOX – CARWASH EQUIPMENT LEVERAGE FOODSERVICE – A STRATEGIC OPPORTUNITY MAKE UST TESTING AND INSPECTIONS EASIER

GOING GREEN – THE NEW NORM TIPS FOR TRAINING SEASONAL WORKERS CONSUMERS LOOK TO SNACKS THAT BOOST ENERGY A WCSA UPDATE ON LABOUR MARKET CONDITIONS

PM41670539

GET IN THE CLEAR ZONE TO DETER CRIME

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W E N MAY/JUNE

Better For You Mieux Pour Vous LACTOSE

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CONVENIENCE & CARWASH CANADA

Cover Story

Petroleum and Carwash

Industry News

Instore and Nutrition

39 44 21 13 The Clear Zone Program – Discouraging robbers putting them “on stage

Publisher’s Message – Spring is a time to focus on the future and how to optimize profits.

Editor’s Message – A review of the Car Wash Show in Las Vegas

Washtalk – Auto Spa Carwash, a spa treatment for your cars and pets

Carwash Vacuums – Why vacuums matter in the carwash experience

Forecourt Insights – UST Testing and Inspections made easier and less costly

Distribution – C&G retailers look to their distribution channel to strengthen their sales success and profitability

WCSA Update – Shedding light on the nature of the challenges retailers face

NACDA Update – Don’t miss the 2017 summit in Quebec City

Human Resources – A seasonal employee training program to make your summer season and staff successful

Greener Stores – Going Green – The New Normal

Snacks – Consumers are looking to snacks for quick energy

General Merchandising – Boost profits with new revenue streams

Foodservice – Convenient and fresh options appeal to on-the-go customers

Add-on Services – Build new revenue streams with add-on services

Tobacco Theft – Prevent crime before it happens with time-delay safes

Security – Deterrence by design in C-store applications

Upcoming Events July 6, 2017 WCSA 8th annual Golf Tournament Glen Eagles G.C.C. Cochrane, AB wcsagolf@convenienceandcarwash.com 204-489-4215

What’s New? September 26-28, 2017 NACDA National Convenience Industry Summit (NCIS), Quebec City, QC www.nacda.ca October 17 – 20, 2017 NACS/PEI Show McCormick Place Chicago, IL www.NACSShow.com

68-69 Industry Updates

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Publisher’s Message

Happy Spring to you! Spring is a time to focus on the future and the long lazy days of summer— and how to optimize profits. Our cover story Clear Zone, speaks to operators about the importance of being vigilant when it comes to keeping their employees and stores safe from would-be thieves. We hope that this distinctive feature prompts you to look around your store and see how you can improve your security. Think about the small changes can you make to help curb hold-ups. Looking for a new revenue stream? Have you considered any new add-on services that you might offer? Read about how customers can increase foot traffic by offering a new service that’s easy to setup. Retailers across the country are seeking new methods of saving money on services such as hydro, water etc. In this issue, we’ve included an article to help you make greener choices for your operation. This is a popular topic that many people are talking about. Energy efficiency is very important and our vendor community can offer invaluable advice. From snacks to how to hire seasonal workers, and carwash updates, this issue is a wealth of information —so get your coffee, sit back in that oh so warm spring sunshine, and take a read. As always, your success is our business, thus my open-door policy to your valuable feedback remains not only intact, but stronger than ever. If you have a topic that you’d like us to cover or maybe you have a special site that you like us to profile please call me at 204-489-4215 or our editor-in-chief, Eva Chambers at 860-965-0649. Wishing you a wonderful summer season.

Brenda Jane Johnstone Publisher

PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com SALES Cody Johnstone Vice President, Sales 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Cathie Fedak 905-665-6071 cathie@convenienceandcarwash.com MANAGING EDITOR Eva Chambers echambers@convenienceandcarwash.com DIGITAL/SOCIAL MEDIA Eva Chambers echambers@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production EDITORIAL ADVISORY BOARD Ian Burton, Istobal Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Angela Altass Meline Beach Amy Boudreau Barbara Bowes Eva Chambers Robert Coccia Camden Easterling André Forget Andrew Klukas Kendra Ritcher Lindsey Silva Sean Sportun CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com SOCIAL MEDIA Facebook: convenienceandcarwashcanada Twitter: @carwashcanada

Convenience & Carwash would like to introduce you to our new advertisers. 2020 DSS Inc, – page 23 Hole In One Golf – page 42 KenPro/TransChem – page 45

PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

CONVENIENCE & CARWASH CANADA

Editor’s Message

At the recent (ICA) International Car Wash Show in Las Vegas, professionals from the carwash and fast lube industries came together from all over the world to share educational opportunities, display and review related equipment, and meet with customers. Some also came to enjoy a little time in beautiful Las Vegas which has much to offer conventioneers. Convenience & Carwash Canada staff also attended to look for innovations and industry news to keep our readers informed. If you have never attended a show like this, we highly recommend you do. It’s an opportunity to meet hundreds of knowledgeable and enthusiastic professionals ready to answer your questions. Since this was my first ICA show, I was impressed with the sheer variety and volume of equipment and services represented. It was a chance to see several distinct types of carwashes, building designs, pet washes, lighting equipment, accessories, brushes, vacuums, doors and chemicals.

Here are some of my personal observations from the show.

One of the newer trends in car washes is the growing use of Apps to help customers and carwash site owners customize their offerings and connect with customers digitally. For example, the ezOtto App from eGenuity which offers carwash owners and their customers everything from built in service schedulers to transaction history. Mark VII’s remote carwash management offered carwash owners valuable dashboards that can update them on everything from their wash counts, revenue, machine status, and even send alerts about issues from the businesses. The Apps I saw at the show were all about customizing and enhancing the user experience – and building loyalty. The carwash industry recognizes the potential and necessity to connect with their mobile customer. The carwashes set up at the event did not disappoint, and the displays were impressive. Sonny’s The CarWash Factory even had carwash experts on hand to help attendees design their washes on the show floor using a design program. What a terrific opportunity for a carwash owner to see how something at the show could fit into their space. If you have a smaller space and want a self-serve option, Washworld’s Razor carwash system was displayed. This is a popular, sleek and efficient option for many carwash owners that we write about in our WashTalk section. For bigger carwashes that service large trucks, Istobal’s Heavy Wash Rotators offer high-pressure wash equipment for commercial vehicles and use motorized rotators for consistent, maximum pressure. Every carwash needs to operate in a good structure and I was shown several options for new buildings designs by Modernwash Systems. They help carwash owners develop unique environments that stand out from the rest, increase visibility and offer unique branding for savvy entrepreneurs. Finally, with such a variety of topics one can cover at an event like this, each attendee has a unique set of needs and perspectives. In this issue, we continue to cover a variety of carwash topics and we hope you enjoy the articles. If you missed the show in Las Vegas, there is a European Car Wash Show in Amsterdam taking place later this year from September 24–27. More information about the shows can be found at www.TheCarWashShow.com.

Eva Chambers, Managing Editor

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WCSA Report

CONVENIENCE & CARWASH CANADA

by Andrew Klukas

Convenience store owners have to survive in tight competitive markets that are tightened further by the impacts of government regulation and, in some cases, inaction (e.g., tobacco black market). A recent WCSA report on labour market conditions sheds further light on the nature of the challenges retailers face. In late 2016, the WCSA entered into a Labour Market Partnership Agreement with the Province of British Columbia to identify, understand, prioritize and address the labour market challenges facing the convenience store industry. With the first phase of the project completed, preliminary findings from a March 2017 report, funded by the Province of British Columbia, illustrates the nature of the challenges the industry is facing. Over the past six months many retailers have seen a significant increase in the challenges of recruitment and retention. Employees are hard to retain, and employers’ expectations regarding commitment, reliability and flexibility are often not met. The mismatch in expectations is commonly made evident by employees quitting with inadequate notice. There are significant costs related to the difficulty in finding and retaining suitable employees. The state of local housing markets in some areas makes it very difficult to hire low-wage staff locally, as housing is neither affordable nor available. Consistent with recent human resources research, convenience store employers note that rates of staff attrition increase with commuting distance. If it takes more than twenty or thirty minutes to travel to work, employees are much more likely to quit. Historically, many growing small chains have relied on the federal TFW program to help mitigate labour market challenges. However, TFW program fees became prohibitive in 2014 when the application fee per worker increased to a non-refundable $1,000. Because convenience store clerk positions are “low wage” (less than $22 per hour), processing an application can

take up to six months in contrast to about ten days for a “high wage” position. There are also restrictions on the percentage of employees that can be hired as “low wage” foreign workers and additional limits related to regional unemployment rates. The program has become too onerous, expensive and timeconsuming to be of value. Meanwhile, the impact of changes to the TFW program is magnified by a ripple effect across many industries, which are now competing more aggressively within the same pool of workers. These challenges are compounded by factors such as the rapidly rising minimum wage in Alberta, restrictions on what retailers are allowed to sell (i.e., beer and wine), and the impact of the illegal tobacco market on overall store sales (a preliminary survey of independent retailers suggests that direct and indirect losses resulting from black market tobacco can easily range from $20,000 to over $30,000 per year). However, the Labour Market Partnership is an indication of the growing awareness of governments of the unique nature of the convenience and gas retail industry, and its unique challenges. Findings from this and subsequent reports promise to place the industry in a stronger position to advocate for change that will make it easier for retailers to operate their businesses and thrive in their communities. You can download the report from the WCSA website at www.thewcsa.com

DIRECT AND INDIRECT LOSSES RESULTING FROM BLACK MARKET TOBACCO CAN EASILY RANGE FROM $20,000 TO OVER $30,000 PER YEAR

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NACDA

QUEBEC CITY IS CALLING: DON’T MISS THE 2017 SUMMIT The 2017 Summit will take place in Quebec City at Hotel Le Concorde Quebec on September 26 to 28.

At this year’s National Convenience Industry Summit, the planning committee is changing things up! Based on attendee response, there was a stated desire to reduce the amount of time away from the office, without sacrificing attendee return on investment. This year’s program promises to provide the same learnings and take-aways and great networking events, all in a shorter timeframe. Once you arrive in Quebec City on Tuesday September 26th, join us for a night out on the town to kick things off. Meet with industry friends and network into the night. But remember; things kick into high gear the next day with a full day of sessions, trade exchange and close off with our gala awards event. On the final half-day of programming, our keynote speakers will leave you with some valuable insights to take back to the office.

Quebec City, QC Sept 26 - 28, 2017

CONVENIENCE & CARWASH CANADA

TONY CHAPMAN Tony Chapman joins our line-up to provide you with actionable insights. Tony doesn’t just inspire, he educates and motivates. He draws upon three decades helping organizations large and small, local and global. He is a frequent contributor to conversations on television, radio, newspapers and new media. His philosophy on winning, in an age of abundance, is featured in two national and two international television documentaries. Tony’s session focuses on “Mass to My”; from being one of many to becoming ‘my’ Convenience Store. As Tony explains, attention is the oxygen of all human endeavor. With attention comes the opportunity to shape the way a consumer thinks, feels and behaves. However, in this world of abundance, with ‘too many’ and ‘too much’; chasing a finite amount of time it is becoming increasingly difficult B:8.375” to get people’s attention.

Tony believes the only path is to shift your focus from being one of many retailers to the Store and Brands that are right for ‘My’ and ‘My’ Families life and livelihood. Those that do, that offer what matters most to their consumers, will see increased traffic and loyalty. To put us on this path to greater profits, we have invited Tony Chapman to be our opening Keynote Speaker. He is provocative, passionate about local retail, and he is bringing some key insights and big ideas that we can put into action. Check our website regularly at nacda.ca to see more speaker profiles. Register early as this is not an event to be missed. Are you interested in sponsoring Tony’s session or any other element of the Summit program? Find our sponsor package online today at nacda.ca.

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MAY/JUNE

General Merchandising Tips to Help Boost Profits In 2016, The NPD Group’s Point of Sale retail tracking service found the mobile power category grew 10%, up to $180M in Canada¹. Charge / Sync cables were the largest portion of the Mobile Power market, making up over half of USB Type C the revenue¹. This category isn’t just a flash in the connectors pan; in fact, Q4 2016 marked the 8th consecutive are growing quarter of revenue growth in the Charging / Sync quickly, with Cables market¹. This illustrates the importance of 2016 selling having mobile accessories in your store. A large over 100K assortment of products can be displayed in either units, 20X package-less or packaged products which are both as many as popular options for c-stores. Trends are showing 2015. consumers having a negative experience with low quality, unpackaged, mobile accessories, leading to more returns than packaged products. USB Type C connectors are growing quickly, with 2016 selling over 100K units, 20X as many as 2015¹. Many c-stores do not carry c-type cables, but this is an up-and-coming charging style for the latest Android devices. Rumors have been leaked: Apple’s iPhone 8 could be Type-C compatible aligning with the MacBook. USB Type-C is reversible (meaning it can be flipped and inserted either way) and claims to be faster and more efficient. Let’s not forget about the always popular seasonal sports items. Choosing your region’s licensed sports goods can include apparel, hats, drinkware ¹Source: The NPD Group/Retail Tracking-Mobile Power, year ending December 2016

or vehicle flags for playoff NHL Teams (Go Alberta!). Focus on licensed accessories for sports seasonally; these should be merchandised at front of store, and aligned with team’s success or based on proven sell-through data. Licensed novelty products including action figure collectibles, plush, and “blind packs” are the latest trends. Bind packs are mystery/surprise collectable toys in themed packaging. Novelty items are key for year-round sales, but increase dramatically during spring and summer months, or later in the year for the gift giving season. Staying on the note of toys: Remote Control(RC) Helicopters don’t cut it anymore. Typically, they require more advanced flying skills and aren’t as durable and result in a higher rate of retail returns. Remote control cars, trucks and drones are very popular this season. Latest indoor drones feature “blade bumpers” for increased durability for novice to intermediate pilots/drivers as well as app connected cameras and flying controls. It’s important to have a vendor who not only carries the assortment of products as detailed above, but also provides DSD in-store inventory management and merchandising solutions. As well the management of calendar planning of seasonal programs to ensure the right products are on the shelf at the right time.

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CONVENIENCE & CARWASH CANADA

by Angela Altass

CONSUMERS LOOK TO

Snacks for Quick Energy

ers who make these purchases are on-the-go and are looking to satisfy immediate hunger. They’re looking for a quick and convenient snack.” Most convenience stores have developed coffee programs over the last 10 years and offering customers on-the-go breakfast and snack options is a natural extension, notes Boyer. Information from United Food and Commercial McCain offers such snack solutions as an assortWorkers Canada indicates that people are ment of potato products, including hashbrowns; increasingly relying on snacks for energy and cauliflower bites; mac and cheese wedges; and nutrition with a $4.9 billion revenue generated spring rolls; all of which are suited for any time of from snack food sales in 2014 to 2015, which is day consumption. about five per cent of all food sales in Canada. Four “At McCain foods, we realize that it is very imout of 10 Canadians regularly use snacks as meal portant to have a variety of products available to replacements, with the top five traditional snack suit the needs of both the c-store customer and foods being fresh fruit, chocolate, cheese, potato operator,” states Boyer. “The customer is seeking a chips and yogurt. delicious snack that they can eat on the go and the “We know from talking with our convenience store operator is looking for a solution that minimizes customers that there is a great opportunity for conve- the impact on store operations. These are all cravenience stores to expand into offering snacks for their able products that customers love and are easy to on-the-go customers,” says Greg Boyer, marketing eat on the go and, for the operator, they are simple manager, McCain Foods Canada. “Convenience store to prepare and have a great hold time.” operators should look for products that have the folThe snack food industry has been very responlowing qualities: are bakeable or fryable, can hold hot sive to consumer preferences for flavour, healthier in a warmer for up to two hours, and are craveable products and convenience, says Agriculture and items that are perfectly suited for any time of day.” Agri-Food Canada. The snack food industry has deLocation and prominence in store are extremely veloped innovative products with new ingredients, important, says Boyer. less salt, reduced fat, new flavours and gluten-free “The size of a snacking/hot food program and the options. closer in proximity it is to the cash register, the more Having a good variety of snacks in stock and customers are aware of the offerings and likely to available for consumers is very important, as long make impulse purchases,” says Boyer. “Most custom- as the snacks are healthy and serve a purpose, says

Snack foods have been one of the fastest growing product categories in the domestic market in recent years, according to Agriculture and Agri-Food Canada. Global consumers spent $374 billion on snack foods annually between 2013 and 2014, notes a report released by Nielsen.

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GORP’S BROAD DEMOGRAPHIC IS THE HEALTH CONSCIOUS CONSUMER WHO TAKES THE TIME TO KNOW WHAT HIS OR HER BODY NEEDS.

Jen Morin, director of First Impressions & Marketing, Gorp Clean Energy Bars. “Everyone has different dietary requirements and when we are running short on time and low on energy, having the snack to best suit our needs is true convenience,” notes Morin. “Finding a snack that makes you feel satisfied but not uncomfortable. Staying away from the unhealthy because it won’t do your body or your energy level any good. Canadians are looking for energy bars that are not filled with artificial ingredients, says Morin. “They are looking for something that tastes good and does its job,” says Morin. “With the saturated energy bar market, it’s hard to find this. Clean energy bars are few and far between but they are getting there, slowly but surely. Energy bars are usually protein bars and are extremely well suited to convenience store customers. What better way to conveniently replace a meal or grab a snack on the go than with a protein bar and water?” Gorp’s broad demographic is the health conscious consumer who takes the time to know what his or her body needs, who doesn’t want artificial ingredients and also appreciates a Canadian made product. CLIF Bar recently announced the launch of a new nut butter filled energy bar in Canada that is certified organic. Made in Canada with organic Canadian oats, CLIF Nut Butter Filled Energy Bars are available in four flavours: chocolate hazelnut, chocolate peanut butter, coconut almond butter and peanut butter. Launching in April, the bar retails for $1.99 per bar or $6.99 per box (MSRP) and are non-GMO with no partially hydrogenated oils, high fructose corn syrup or artificial flavours. HoneyBar Products International Inc., which provides healthy snack bars that are produced without any preservatives or artificial ingredients, recently announced that Jeff Mains has been appointed as the company’s new CEO. Mains holds over 30 years of international food industry experience working in Asia and North America. “Our customer base both large and small has reacted extremely well to our new branding and we have catered to our customers evolving needs, who are seeking an all-natural snack bar with exceptional natural ingredients and sweetened only with a touch of honey,” says Mains, who plans to build on the success of HoneyBar Products’ all natural snack bar business by developing new markets and channels. Frozen Snacks

Providing a variety of snacking options for customers involves being sure that frozen products are available in store to meet consumer demand. The frozen snack category is growing, which is an indication of its importance within the overall snack category, says Mary Breedon, marketing and sales manager, Chapman’s Ice Cream. “Providing variety and options for consumers has, and continues to be, a key priority for Chapman’s,” says Breedon. “We do our best to consider the needs and wants of all Canadian consumers, which is also why we’re the market leader in pro-

CONVENIENCE & CARWASH CANADA

“Chapman’s products are family affordable,” notes Breedon, “so when the kids are in the car or with their parents, everyone can enjoy a snack.” Chapman’s has added six new products to its Great Canadian Yukon family this year. “This line offers something for everyone from our Vanilla and Almonds with Caramel Ball Top Cone to our tried and true Moose French Vanilla Sandwich,” says Breedon, who notes that capturing consumers’ attention is central to driving sales in the convenience channel. “Because such a large percentage of sales are impulsive, brand signage plays an enormous role in sparking the consumer’s interest, increasing the likelihood of purchase intent.” The competitive landscape in the snacking industry is fierce, says Susan Dunn, executive vice president, Global Professional Services, Nielsen. viding safe, delicious, quality products for consumers with al“Demand is driven primarily by taste and health considerlergies and certain dietary sensitivities. For example, we pro- ations and consumers are not willing to compromise on either,” duce an enormous variety of peanut, nut and gluten free ice says Dunn. “The right balance is ultimately decided by the cream flavours and novelties.” consumer at the point of purchase. Understanding the why Using 100 per cent Canadian dairy makes Chapman’s prod- before the buy provides the foresight necessary to deliver the ucts unique in the impulse novelty category. right product to the right consumer at the right time.”

Growing by Double Digits!

Contact your local representative to learn more about our offers 1-800-268-5542 *Source: Nielsen Strat Planner; National all Channels; 52 wks ending March 4, 2017

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supply chain solutions designed for greater

profitability.

Core-Mark delivers! The typical convenience store

receives merchandise from not only a traditional wholesaler but also a wide variety of Direct Store Delivery (DSD) vehicles. This DSD-focused model requires that convenience store operators spend a significant amount of resources checking in vendors and processing invoices - both of which increase cost. Core-Mark’s Vendor Consolidation Initiative (VCI), unifies this fragmented process via our multi-temperature platform, which includes refrigerated docks and tri-temperature trailers. This platform, coupled with our high frequency delivery model, enables Core-Mark to deliver a full array of products - including and most importantly Fresh items - that enable operators to stay competitive and relevant in today’s ever-changing c-store retail space.

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CONVENIENCE & CARWASH CANADA

by Meline Beach

FreshExpress YOU’RE BUSY. I’M BUSY. WE’RE ALL BUSY.

But we have to eat. And what we want to eat is something healthy, fresh and on the go.

37% OF ALL CONSUMERS PURCHASE FRESH PREPARED FOODS FROM CONVENIENCE STORES AT LEAST ONCE A MONTH.

According to a Technomic 2015 white paper, this group of people are referred to as Busy Balancers and they represent approximately 14 per cent of the population. Convenient foodservice makes life easier for these on-the-go, multi-taskers, who are predominantly female, millennial and mid to upper income earners. Technomic continues to report that 37 per cent of all consumers purchase fresh prepared foods from convenience stores at least once a month. C-stores and gas stations are leveraging foodservice as a strategic opportunity to secure their place in today’s Busy Balancers’ meal plan. According to further research by Technomic, sandwiches are probably the most heavily consumed food item with more people buying them for breakfast, lunch or dinner, at restaurants and on-the-go at foodservice locations. Therefore, sandwiches seem to be a great fit and important foodservice staple to the C&G channel. It’s no wonder that established foodservice brands have been quick to respond to evolving customer preferences and partner with C-stores and gas stations to make fresh and healthy food items readily available and easily accessible. Take for example, Country Style Mr. SUB Express. This combination offers two brands at one counter with a customized menu for convenience stores that consists of hot and cold beverages, baked goods and freshly prepared breakfast and lunch sandwiches. According to Karen Weldman, vice president, New Business Development – Express Brands, the MTYGroup has over 380 Country Style and 40 Country Style Mr. SUB Express locations in gas stations and C-stores in Canada. While their traditional restaurants offer more space, the franchised combination unit has proven the ability to offer high quality food products within a small footprint of approximately 500 sq ft. Yogendresinh Solanki speaks highly of his experience working with Country Style Mr. SUB Express. Solanki owns and operates RO9 convenience store in Orangeville, Ontario.

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TIPS TO SUCCEED AS A DESTINATION FOR FRESH, QUALITY, ON-THE-GO FOODS:

Expand and improve foodservices – focus on what sells and move nonperishable items on the decline from high traffic areas in the store. Identify and establish a partnership with the right distributor who understands your business. Manage expenses and keep food costs in check. Foodservice items have a short shelf life – ensure items are fresh and quality standards are maintained. Foodservice franchises don’t require a lot of space – partner with the right one that meets the needs of your customers’ demographic. Display good signage (inside, outside and at the pump), advertise, cross-promote, offer coupons and product sampling (even at the pump to entice pay-at-the pump customers to come in). Keep your store clean and inviting and offer excellent customer service. Community engagement – sponsor an event, be present, participate and build credibility as a reliable source of quality, fresh and prepared food.

He built his business from scratch three years ago, and partnered with Country Style Mr. SUB Express front the start. Solanki attributes his #1 top ranking status in sales for Country Style Mr. SUB Express in all of Canada to hard work and excellent support he receives from the franchise. “Representatives visit regularly, assist with promotion, train employees and check quality standards to ensure we’re performing at an optimum level,” says Solanki, who claims that 40 per cent of his customers buy from both counters – store products and franchise foodservice items – with the balance split between one or the other. Either way, this increase in foot traffic is a win-win for both the convenience store owner and the franchise foodservice provider. Similarly, SUBWAY® has also partnered with more than 250 C-stores and gas stations in 10 provinces across Canada. Customers have access to their full menu featuring a variety of freshly-made salads and sandwiches – the most popular being turkey, tuna, ham, BMT and steak and cheese.

WCSA 8th annual golf tournament J U LY 6 , 2 0 1 7

T h e L i n k s o f G l e n E a g l e s G o l f & C o u n t ry C l u b C o c h r a n e , A l b e rta CONTACT: ANDREW KLUKAS President, WCSA andrew_klukas@shaw.ca Phone: (778) 987-4440

BRENDA JANE JOHNSTONE Golf Event Organizer wcsagolf@convenienceandcarwash.com Phone: (204) 489-4215

CONVENIENCE & CARWASH CANADA

“A SUBWAY® restaurant is a simple operation; cooking, grilling and frying are not required. We are consistent in our offerings and quality,” says Allison Morrow, assistant director, New Business Development for SUBWAY® “When customers stop at a convenience store with a SUBWAY® restaurant inside, they can be assured that they will be getting a quality product made exactly the way they like it. The franchise prides itself on having the ability to offer fresh and healthy food on the go in a small space – as little as 350 sq. ft. As space in a convenience store can be limited, SUBWAY® allows for the sharing of existing coolers, freezers, backroom space, storage and bathrooms.

ACCORDING TO NIELSEN, THE PREPARED FOODS MARKET IS FORECASTED TO GROW AT AN ANNUAL PACE OF 4.5 PER CENT THROUGH 2019. No stranger to fresh food on-the-go, Core-Mark International is looking to enhance its product offering to C-stores and gas stations with its new Ultra Fresh program, featuring its top tier “Ultra Fresh Sandwich” made from proven recipes and premium ingredients, fresh vegetables and fine cheeses. This sandwich is by far the freshest ever provided by Core-Mark, made fresh and local by commissaries across the country. “We recognize that fresh is not a trend but a consumer demand,” says Marc Rex, director of Fresh & Foodservice at Core-Mark International. “With a plan to launch at 75 locations in 2017, this sandwich represents our ongoing commitment to deliver fresh, quality foodservice solutions to help our clients stay relevant and succeed in sales.”

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Fresh foods may appear risky for C-store and gas station owners. However, as Rex says, “It’s a turnkey solution – sandwiches are prepared and packaged off-site and ready for display upon arrival. Very little handling is required.” On the flip side of fresh is frozen and White Castle’s frozen microwaveable hamburgers and cheese burgers in a convenient grab-and-go 2 pack is looking to satisfy the appetite of those craving something different from a sandwich. “We’re pleased to present consumers in the convenience channel the great taste of our iconic brand of White Castle Sliders that have been satisfying cravers since 1921,” says Nathan Hayden, brand manager at White Castle. “While our burgers are already available in C-stores in the U.S., we recognize that foodservice and ready-to-eat convenience is still being developed in Canada and

expect this opportunity to grow quickly and lead the way for greater growth.” According to Nielsen, the prepared foods market is forecasted to grow at an annual pace of 4.5 per cent through 2019. Retailers across all channels are competing for convenience and as a result, merchandisers will need to change their assortment and provide more space for fresh and prepared food items. With the rise of busy consumers, the demand for convenience will continue to be a key purchase factor. C-stores and gas stations that understand and respond to this will succeed best, especially as more consumers look to C-stores and gas stations as places for quality, fresh and prepared food.

Meline Beach is a freelance writer and frequent contributor to Convenience & Carwash Canada, based in Toronto Ontario.

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by Meline Beach

DISTRIBUTION

MORE THAN MEETS THE EYE Seeing product on the shelves is only the half of it. A lot of strategic planning takes place behind the scenes to ensure consumers have the products and services they desire, when they desire them in the C&G channel.

A good retailer knows that distributors are more than just a deliverer of goods and services. Today’s distributors support their retail clients in a number of ways. This includes extending competitive pricing, offering a range of innovative products and services in a timely manner, sharing merchandising expertise and delivering exceptional customer service. The convenience industry remains highly competitive. As large format retailers seek greater market share, C&G retailers look to their distribution channel to strengthen their sales success and profitability. Convenience & Carwash Canada spoke with a number of distributors across three categories to get a better understanding of distributing success across the C&G channel in today’s market.

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CONVENIENCE & CARWASH CANADA

Food and Drink

founding member of United Distribution Network (UDN), says that they’ll even guarantee the sale or offer full credit for any unsold, dated product. As a member network, UDN represents 18 independent distributors and leverages a large bargaining chip when buying product from manufactures around the world who prefer to do business with key players who can spend onwards of $200 million in a year. This enables UDN to source new products collectively as a group and have them shipped to a central location. “Our distributors and their clients benefit from bulk pricing and volume discount, as well as better access to new and innovative products,” says Desjardins. Retailers working with UDN have the benefit of the collective experience and expertise of its member network who specialize in Direct Store Delivery (DSD) across Canada. These benefits are then shared with their respective clients. Jim Entzminger, owner/operator of Entz1 Distributors and UDN member, based out of Vancouver Island, appreciates the advantages of working within a larger group. “For smaller distributors, we have purchasing power as well as the opportunity to pick up busiKnow who’s ness with larger chains of national gas and convenience stores,” says Entzminger. “But the biggest prowling around Know who’s advantage is the experience gained from other prowling membersaround across Canada, who have passion in the business, knowledge on staple products and instinct multiple on new trends, which enable us to better Install service our clients.” cameras per Install multiple While competition is tough, Entzminger says that locationtrust, cameras per consistency, fair profit margin and inventory are key to keeping client loyalty.

“We pride ourselves on fulfilling special requests from our retail clients to help them meet the needs of their customers,” says Stephane Bouchard, vice president, Distribution at Regitan Limited. In operation since 1920, Regitan is a family-based business and one of the largest independent full-service food distributors in Quebec. “Special requests can help drive interesting sales for our clients, such as Kosher, non-dairy and gluten-free products.” Bouchard has seen a lot of changes over his 20-year career with Regitan. Everything from an increase in fleet and a greater focus on healthy products to tighter competition and a decrease in independently-owned C&G stores. Customer service has also changed over the years. “Our challenge is to help manufacturers with limited budget integrate their products within the retail market. And in turn, work with retailers to help drive their sales and profitability through merchandising support,” says Bouchard. Dave Desjardins, interim general manager and

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However, a reactive industry attitude (e.g. only fix what’s broken versus preventative maintenance), fluctuations in the economy and changes in Canadian/U.S. dollar exchange rate (as most of the equipment comes from the U.S.), create a number of challenges. Wight has already noticed a decline in demand for new builds and site upgrades as more people find it difficult to obtain capital or borrow funds. As a result, and as a value-added service, Wight supports his retail clients with lending partners. Harry Kitzmann, National Petroleum manager at P.D. McLaren Ltd. agrees that the petroleum industry is evolving. In an effort to enhance success in a highly competitive industry, P.D. McLaren, which has been in operations since 1924, decided to concentrate on commercial petroleum, specialized carwash and important niche markets, such as DEF systems, aviation and manufacturing. “By concentrating in these sectors, we are able to focus on areas of specialization and do what we know best,” says Kitzmann. “However, we may cross over to the retail gasoline side when clients wish to add an additional profit center, such as a carwash.”

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Perhaps the best way to guarantee good parts and service to clients is to manufacture it yourself and stamp your name on it. Just as D.A. Lincoln Pump Service and Supply has done with their own Lincoln Series self serve car/truck wash equipment. The Winnipeg-based company has been serving the industry since 1992. Their focus areas include Lincoln Series car/truck wash equipment, PDQ vehicle wash equipment, water treatment and Turtle Wax chemicals. Owner Doug Lincoln appreciates the competitiveness of the industry and takes pride in having extensive experience, knowledge and commitment to products and service. Lincoln is also keen to stay on top of changing trends. One of which has been a change in payment options beyond traditional coin and cash, which now includes gift cards, credit cards and newly emerging into market, ‘tap and go’. “Having completed over 500 vehicle wash installations, we are committed to our customers by using proven equipment and parts, qualified technicians, fully stocked warehouse and service vehicles, which keeps downtown to a minimum.” As a value-added service, D.A. Lincoln Pump

CONVENIENCE & CARWASH CANADA

Service and Supply also offers clients a preventa- business,” says Ryan. “We make every effort to mantive maintenance service program to ensure client age fresh water consumption and proper treatment equipment remains in working condition to avoid to reclaim it for future use, while using biodegradany disruption in sales. able chemicals. Similarly, Maritime Car Wash Sales and Service Regardless of market, distribution has evolved Ltd. takes a proactive approach with their service from more than just delivering goods and services. support. Their technicians visit client sites once A successful distributor in today’s market recoga month for any maintenance work and chemi- nizes the value of inventory control, merchandising cal observations to ensure equipment is running for profit, education on industry and market trends right. and sales data, speed to market with new and in“We take great pride in having all our clients up novative products and most importantly, relationand running, from dog washes and single to five- ships with retailers. That relationship has proven bay coin operations to full serve, touchless in-bay to be one that is interdependent and fully reliant automatic systems – we service them all equally,” on collaboration, communications and customized, says Gordon Ryan, owner/operator of Maritime customer service. This formula for success requires Car Wash Sales and Services Ltd, which has been skill and strategy with a lot of labour taking place in business since 1974. “Regular visits to our client behind the scenes. Only those distributors who sites enable our technicians to identify issues and learn to adapt and evolve with their changing inaddress them on the spot, which allows our clients dustries will reap the rewards of their efforts. to save money on delivery charges and potential downtime.” An additional focus area is the environment in Meline Beach is a freelance writer and frequent which the business operates. “We’re conscious of the natural resources we use contributor to Convenience & Carwash Canada, and help people understand the “green side” of our based in Toronto Ontario

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by Barbara J. Bowes

Training Seasonal and/or Student workers Congratulations, you have successfully recruited and selected one or two students to work during the summer season. Most certainly, everyone is enthusiastic about making a valuable contribution to your company. However, this enthusiasm can quickly fade if the new employees are not effectively trained to meet the high standards of performance you expect. That’s why incorporating a new employee training program is so important to the success of your summer student employment project. In other words, think of the time and energy that you will spend as an investment rather than an expense. There’s no need to be concerned about creating a training program that would rival the largest of corporations. However, there are some training basics and some delivery strategies that can help the seasonal employees to start off on the right foot and save you time and energy. These include the following ten tips. 1 Develop an employee guidebook – this can simply be two to three pages that outlines key job tasks, hours of work, personal attire and appearance, attendance expectations, reporting structure, compensation information and performance standards. It should also include a brief history of your company and the types of customers that you serve. Once this booklet is complete, it can be used over and over again and adapted as things change. 2 Develop a training checklist – this will outline all the tasks that need training and explanation. As you complete training on each task, use the checklist to note when the training took place. Note whether or not you will need to review the task to ensure perfection. 3 Analyze the tasks – it isn’t enough to just have a job description, you will have to teach the trainee “how” to do each task. And, keep in mind that you are probably doing the tasks

by rote and so you take the skills for granted. Review the task from the point of view of the new trainee and identify the specific steps that need to be taken to complete the task. 4 Apply a “show and tell” tactic teach the skill by demonstrating the task step by step at a slower pace than usual. Let the trainee see what you are doing and then let them practice while you are repeating the instructions. Provide feedback to the trainee and have them ask questions for clarification. Help the trainee understand how each task fits in with the big picture operation. 5 Determine any points of difficulty – note on your checklist areas that will require further monitoring. Be sure to follow up frequently so that habits don’t become bad habits. Continue with the training until you are satisfied in their basic knowledge. Be sure to share how to overcome a mistake, especially on any of your cash registers or other office

equipment. Finally, inform the new trainee how they will be evaluated on each task. 6 Talk customer service – every organization has their own philosophy of customer service, particularly when there are several customers standing patiently in line. New employees need to know just what your philosophy is and how to apply it with every customer, every time. Teach the trainee your standard phrases including the normal courtesies such as “please and thank you” that customers still expect. And don’t forget that all important smile as there is nothing more discouraging for a customer to walk into a business and run right into a scowl. 7 Cell phone/electronic devices – it is best to have a standard rule about staff usi ng their electronic devices during work hours. Research shows that employees can waste up to 2.5 hours of work time on personal communication. It is far better for your customers to see the employee working at serving others, stocking shelves or cleaning. Otherwise, customers may feel they are a disruption to an employee’s personal time. 8 Reinforce relationships – introduce the new trainee to all other employees and be sure to confirm roles and responsibilities. Be careful to watch for a situation called “job creep” which occurs when an employee tries to pass on their least favourite tasks to the new em-

CONVENIENCE & CARWASH CANADA

ployee. Also, if you choose to have another employee help with the training be certain you approve of their standards, otherwise, you will have a new employee being trained inappropriately. 9 Train for conflict management – it’s normal in a retail business to occasionally encounter a disgruntled employee. These situations can quickly escalate if not managed effectively. Once again, train your new employee on a standard method of handling this customer and confirm when it is appropriate to ask for help. Sometimes the motto, the “customer is always right” doesn’t always apply to be sure the new trainee is comfortable with the steps you wish them to take. 10 Workplace health and safety - it is the employer’s responsibility to ensure the safety of its workers at all times. Therefore, training and

coaching efforts need to identify issues that could represent a potential workplace health and safety challenge and provide tactics to overcome them. This includes harassment and bullying from fellow staff members as much as it does with at risk customers. Student employment has significant benefits for both the student and/or seasonal employee and the employer. Students not only gain work experience but they learn why it is important to follow organizational processes and learn skills from the ground up. Employers on the other hand will gain an opportunity to be exposed to new ideas and new ways of doing things. For

instance, these young people have definite ideas on what young people will purchase and so this might help your business to focus on new products or services. As well, ensuring a good training program might also help you to convert your seasonal employees into a longer term part-time employee. As mentioned earlier, developing a good training program needs to be viewed as a long-term investment. Your training program can be used time and time again and helps to ensure consistency in completing work tasks and applying a high standard of customer service. And, if you aren’t aware already, most provinces offer some form of financial assistance to help employers recruit and hire student workers. Check it out!

Barbara J. Bowes, FCPHR is president of Legacy Bowes Group in Winnipeg. She is an author of seven management and career books, and is also a professional speaker, executive coach and workshop facilitator. She can be reached at barb@legacybowes.com

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by Robert Coccia

CONVENIENCE & CARWASH CANADA

BUILD NEW REVENUE STREAMS WITH

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In today’s ultra-competitive convenience store market, store owners are looking for whatever edge they can get when it comes to offering additional services that can enhance their customers’ convenience store experience while simultaneously growing their business. The feeling among convenience store owners is that any old corner store can sell a can of coke or a pack of gum, but add-ons such as financial services, deli counters and courier parcel pick-up and drop-off services can help a retailer separate themselves from the pack in the quest to attract more foot-traffic and in turn, more revenue. ATM machines are among the most common of add-on services seen at convenience stores. A bank machine in a location more common and flexible than a bank has a significant pull-factor with people on the go. The increased foot-traffic brought into stores combined with the usage fee that accompa-

nies every transaction makes ATM machines an effective way to increase both foot-traffic and revenues with minimal extra work involved for store employees. Staying in the financial services realm, money transfer services such as Western Union and MoneyGram are also a common sight in convenience stores. Customers can send money to loved ones from their neighbourhood variety store, with the store taking a commission on each transaction made. A rising number of Canadian convenience stores have also been offering deli and fresh food services to their customers in their stores. Fashioning themselves after the delis and bodegas commonly found in New York City, store owners are attempting to use these counters not only to provide their customers with more options and services, but also to forge and nurture relationships with their com-

A rising number of Canadian convenience stores have also been offering deli and fresh food services to their customers

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munities, furthering a sense of loyalty and trust between neighbourhood residents and their local vendors. These counters prove to pair well with the coffee shop services that are now basically standard in convenience stores and gas stations across the country. Among the newer add-on services that have been gaining significant traction the past few years in Canadian convenience stores and gas stations are parcel pick-up and drop-off services such as PUDO, that allow customers to turn their neighbourhood convenience stores and gas stations into their own personal courier counters. Customers can have personal shipments and online purchases sent to their nearest convenience store, ready for pick-up at their convenience.The majority of consumers typically aren’t at home during a courier’s standard delivery hours, and with most shipments requiring signatures from their intended recipients before pick-up, this often leads to the consumer being forced to venture out to remote and inaccessible locations to retrieve their shipments. These services provide a remedy to this logistical inconvenience by providing customers with a secure, clean and professionallystaffed holding location for their parcels that can be picked up at their convenience. Utilizing simple technology which allows venders to easily manage the inbound and outbound flow of shipments into their locations, these services also accommodate parcels from their courier partners’ failed first delivery attempts, and offer customer return services for shoppers on various e-retailer websites. Convenience

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stores that provide this service are compensated for every parcel that comes through their doors, and the increased foot-traffic produced by the service results in increased incidental sales. There are a number of other add-on services that are to be considered as well; for convenience stores with the necessary parking space, U-Haul and small van rental services have become increasingly common, and there continues to be a market for long-established convenience store staples such as photocopying, faxing and passport photo services. The primary goal when bringing on new services is adding a new revenue stream and increasing foottraffic, which in turn further generates additional sales of typical customer purchases. About the author: Robert is the Network Development Manager for PUDO in Canada and has a background in journalism and media communications.

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by Eva Chambers

CONVENIENCE & CARWASH CANADA

Going Green – The New Normal The momentum to create greener c-stores and carwashes is well underway. With increasing eco-awareness, consumers are drawn to businesses that contribute to a greener environment and the sustainability of valuable resources. ENERGY EFFICIENT COOLER DOORS.

Efforts to make a business eco- Anthony’s Doors – Uri Rainisch friendlier may include using greener Uri Rainisch, senior product manager product packing, installing energy for Anthony’s Doors works with c-store efficient equipment, recycling, investing owners looking for energy efficient in LED lighting and implementing water cooler doors. remediation programs. “There’s no question that we are in Seeing both the ecological and finan- the midst of an era where corporate cial benefits, many retailers are working responsibility is a front-of-mind concern towards reducing their store’s carbon for convenience-store operators and footprint. Eco-friendly initiatives within their equipment suppliers. Many their communities and the lure of be- c-store operators are looking for their coming more profitable many retailers equipment suppliers to develop and are implementing state-of-the-art and offer reliable, efficient and cost-effective sustainable technologies and programs solutions that result in minimized to help them be more eco-friendly. carbon footprints and environmental To find out how c-store and carwash impact,” says Rainisch. owners can make their businesses greenAnthony’s Vista Elite cooler door is er, Convenience & Carwash Canada known as a “Zero Energy Door” in that reached out to several industry leaders it utilizes Vacuum Insulated Glass (VIG) who design and manufacture equipment technology that consumes zero energy and services, while focusing on innova- and allows c-store retailers to realize up tive ways to help storeowners green their to 70% savings in energy costs over trabusinesses. ditional door technologies. Here are some tips from the experts Rainisch further explains that there on how a c-store or carwash owner can are also bottom-line benefits that can make their site greener. be accumulated by an environmentally conscious c-store operator.

“For instance, cooler and freezer systems that operate more efficiently will consume less energy, lowering monthly utility outlays. Properly operating and maintained equipment is also less likely to require maintenance or experience breakdowns and downtime, all of which

can adversely affect the bottom line. In the end, any savings that are realized in operating costs can potentially be passed down to the consumer in the form of lower prices, while optimized efficiency can help guarantee that the products purchased meet the highest standards of freshness and consumability.”

MAY/JUNE

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REFRIGERATION ENERGY SAVING OPTIONS.

Western Refrigeration – Chris Midbo Over the past few years, there has been a real push from corporate customers to try to create a greener environment at their locations. Chris Midbo, territory manager for Western Refrigeration, has worked with these customers for many years and understands how they are changing their views on equipment. While in the past companies may have focused more on the cost of equipment, today they are looking at both sides of the equation, capital expenditures and operational cost whereas before they only considered capital expenditures. “Independent locations have been slower to put efforts towards a greener store environment because of high costs. As the price of the technology drops, such as Led lighting, we are seeing larger penetrations in all locations,” said Chris Midbo. To help customers make the transition to LED lighting Western Refrigeration recommends implementing LED lighting on all new equipment (walk-in glass doors and self-contained glass door units), retrofitting existing locations that have the old T lighting to LED lighting, using scroll compressor and energy efficient motors, eliminating water cooled and indoor air cooled compressors on remote applications and using outdoor air cooled refrigeration.

LIGHTING THAT PROVIDES ENERGY SAVINGS AND SAFETY.

LSI Lighting Solutions – Jay Matsueda Jay Matsueda, senior director of Strategic Marketing & Communications at LSI Lighting Solutions, understands the benefits of efficient lighting. His customers typically are most interested in reducing operating cost by lessening energy usage. “There are inherent environmental benefits of using less energy, but the motivations of the locations tend to revolve around saving money, in my opinion, more than being green,” said Matsueda. However, he acknowledges that consumers who shop at these locations will often pay a premium for products and services that are eco-friendly. Here are some examples of how LSI’s products can help save energy costs. For per cent savings examples, Matsueda explains that the Slice Medium area light (XLCM) is intended to replace a metal halide fixture of up to 750W. “For conservatism, we would likely state savings of “63 per cent or more, for instance, for that particular item. And then, for fixtures such as the LPASC troffers mentioned, (that can use controls to adjust light levels for occupancy), how much light is already coming in through windows (daylighting), or which can be on timers, etc. Energy savings from switching to more efficient LED technology is furthered by the controls,” adds Matsueda. Other goals of LED lighting upgrades include better lighting quality, since the Color Rendering Index is superior with LED lighting than metal halide (LED is white, whereas older lighting types can be that unattractive yellow color that you recall seeing everywhere), and also LED lighting is solid-state without a bulb to replace. LED fixtures also last longer than older technology reducing maintenance costs.

We asked the experts if consumers are looking for more eco-friendly c-stores and car washes?

“Going green doesn’t have to involve major building renovation or major cost. Installing high-speed energy efficient hand dryers is an example of one easy step a convenience store can take to build good will among customers, including millennials who are increasingly concerned about the environment and climate change. And it’s not just customers—becoming a more environmentally friendly business will help attract and maintain employees as well. Customers don’t want to see an overflowing trash bin with wet, used paper towels littering the floor in the restroom. And employees don’t want to have to keep cleaning, removing paper towels from drains, refilling dispensers and taking out the waste. It’s simply not green, and it’s definitely not clean.” Dan Storto, president of World Dryer

“I think that, overall, all consumers are becoming more and more aware of and concerned with the size of their carbon footprint and how they can reduce or better control it, especially if it translates into lower personal energy consumption and utility bills. As an extension of this, a convenience store that can advertise that it is eco-friendly can be attractive to consumers who are aware of the environmental issues that we all face.” Uri Rainisch, Senior Product Manager for Anthony’s Doors

“I think this is very much a trend in the industry. There are many municipalities that have very strict requirements, so as a manufacturing company we need to design our equipment to meet the need of the strictest markets. Water, power and chemical will continue to be scrutinized by car wash owners. Manufacturing companies will be forced to design equipment to meet their needs.” David Dougherty, Senior Product Manager for In-Bay Automatics, PDQ Manufacturing, Inc.

MAY/JUNE

HAND DRYERS CAN SIGNIFICANTLY REDUCE A SITE’S ENVIRONMENTAL IMPACT.

World Dryer – Dan Storto Customers are still interested in creating greener facilities, however, along with that they are also seeking to operate more hygienic facilities that offer a pleasing customer experience, require less maintenance and produce less waste. Dan Storto, president of World Dryer, works with site owners who want to have more eco-friendly and cleaner facilities. “From owners of convenience stores and carwashes to operators of restaurants and larger facilities—taking a holistic approach is not only more environmentally friendly, it’s good business. Replacing paper towels with modern high-speed, energy-efficient hand dryers in restrooms, for example, offers a host of benefits. It not only reduces a convenience store’s environmental impact, it also saves significant money, reduces the work required to clean and stock a restroom, and cuts down on waste,” said Storto. One hand dryer, over its lifetime, will produce 3 tons less CO2 than the production of the paper towels it replaces. Producing a single ton of paper requires 7,000 gallons of water and 158 million BTUs of energy—60 pounds of pollutants will go into the air. Additionally, while it is possible to make paper towels from recycled paper, they can’t be recycled themselves, creating millions of cubic feet of waste in landfills. “The technology of modern, high-speed hand dryers has come a long way. For example, World Dryer’s newest hand dryer, VERDEdri, is incredibly energy efficient and can dry hands in about 12 seconds,” explains Storto. Installing high-speed energy efficient hand dryers is an example of one easy step a convenience store can take to build good will among customers, including millennials who are increasingly concerned about the environment and climate change.

CARWASH TECHNOLOGY WITH ENVIRONMENTAL ISSUES IN MIND.

PDQ Manufacturing, Inc. – David Dougherty PDQ Manufacturing Inc., keeps environmental issues in mind when developing new products. David Dougherty, senior product manager for In-Bay Automatics at PDQ says this can be seen in several areas of their product designs. “The way the arch in our touch-free machines performs smooth rounded corners around a vehicle. This will not only save time in the wash process, but it dramatically reduces the amount of water and chemical used when compared to competitive units that do 90 degree turns at each corner of the vehicle,” explains Dougherty. PDQ also uses lower horse power motors in their drying services. In fact, horse power is not the most critical item in the quality of dry, it’s the velocity of air at the vehicle surface. PDQ have been able to be competitive on the velocity of air using far lower horse power motors. Thus, saving energy and power cost for the operator. “The use of Variable Frequency Drives is a major power savings for car wash operators. The ability to use only the power that is needed to perform a specific task will translate into tremendous cost savings for the car wash operator,” says Dougherty. This is not new technology, so when a car wash operator looks for new equipment, they should be asking questions about VFDs and where they are used in the equipment. A retailer’s passion to do what’s right for the environment and the community.

CONVENIENCE & CARWASH CANADA

CHOOSE ECO-FRIENDLY PRODUCT PACKAGING.

Unique Foods (Canada) Inc. – Josh Silver Many c-store owners and consumers prefer products that come in greener packaging. Bottled water is no exception. “Unique Foods Canada Inc. represents beverage brand Icelandic Glacial, who use eco-friendly packaging and water sources that are naturally replenishing. All Icelandic Glacial bottles utilize recycled rPET* plastic while the outer box cases are made from 50% recycle paper products.” Source: https:// icelandicglacial.com/pages/sustainability As you can see, there are many approaches to making your c-store or car wash greener and companies are choosing unique ways to be eco-friendlier. Saving costs by installing energy efficient equipment, recycling or even choosing greener product packaging is becoming the norm, and consumers are responding favourably.

TIMBERFALLS STORE AND AUTO SPA

Jim Stuart While equipment and lighting changes can help save energy and offer retailers many options to make their sites eco-friendlier, some retailers also take unique approaches to making their sites greener. The owners of TimberFalls Store and Auto Spa in Steinbach, Manitoba, have implemented several new initiatives at their c-store because they feel passionate about doing what’s right for the environment and the surrounding community. Jim Stuart, general manager, TimberFalls Store and Auto Spa, works with an organization called Recycle Everywhere that is supported by the Manitoba government, and was set up in partnership with CBCRA the Canadian Beverage Container Recycling Association. “They provide the containers for free which we have placed around the store and property to collect recycled beverage containers,” said Stuart. Stuart works in Steinbach with Eastman Recycling Services ERS, and they pick up the contents of the containers on a regular basis. This is a win, win, win for TimberFalls, the community and the environment. Store managers also work with the city of Steinbach to recycle all the store’s cardboard packaging. It is sorted at the business and placed in a separate container, and the city picks it up for recycling. These initiatives are important to the ownership of TimberFalls Store and Auto Spa, and they work as a team with other local environmental initiatives.

For more information please visit the links provided below. *rPET plastic: recycled polyethylene terephthalate Sources www.recycleeverywhere.ca www.envisioncl.com/index www.lsi-industries.com/documents/literature/Slice-family-flyer.pdf www.anthonyintl.com/news/PressReleases/Greener_Cooler_Doors.aspx http://canadabusiness.ca/managing-your-business/day-to-day-operations/ environment-and-business/funding-and-incentive-programs-for-greening-yourbusiness/ www.worldryer.com www.pdqinc.com/ icelandicglacial.com/pages/sustainability www.wr.ca/

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The Clear Zone Program was developed to discourage robberies by placing the robber on stage.

Constable Amy Boudreau

Are you in the Clear Zone? If given the choice, a criminal would prefer to work behind closed doors or covered/cluttered windows. The Clear Zone Program was developed to discourage robberies by placing the robber on stage. The program was created because convenience stores and gas stations have one of the highest rates of robbery incidents. These high robbery rates have provoked leaders of the convenience store industry, public safety officials, and crime prevention practitioners to search for ways to reduce incidents of robbery and enhance the safety of both employees and customers. Research has shown that certain stores are more prone to robberies and injuries than others, that some stores are more vulnerable than others, that

they are more frequently targeted than others... well, why is that? Researchbased evidence has exposed a causal connection between environmental influences and robberies. Results revealed the top three most important factors to criminals in making the final choice to rob a specific store location was 1) the amount of money they could obtain, 2) having an easy escape route, and 3) keeping their anonymity--in other words remaining unknown. Criminals do not want to get caught; they want to get in and out quickly without being seen and would prefer to work behind closed doors, or in this case, behind cluttered windows where they can hide. Keeping a clear sight line by removing window signage and placing the cash handling area in clear view of the

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outside has been shown to deter rob- the implementation of an innovative beries for this exact reason. As a result “Clear Zone” window decal. This decal of this research, some police services, is intended to discourage robbers by creating a visually impactful “window such as Peel Regional Police, which is responsible for policing the Cities of within a window” that is strategically Brampton and Mississauga, and lead- placed to increase witness potential ing C-store chains, such as Mac’s Con- while also putting the robber “on stage.” venience Stores, have instituted specific The decal further serves as a reminder to store owners to keep the window free robbery prevention strategies similar to the Clear Zone Robbery Prevention Pro- of signage and the area clutter free. How does the program work? The gram, which is the focus of this article. The concept of Clear Zone was de- Clear Zone program works by identifying a prominent window that strategiveloped by Cst. Tom McKay, who has been the catalyst for many of the pro- cally overlooks the cash handling area. grams in our Crime Prevention unit It is imperative that the window is directly in front of, or closest to, the sales over the last 25+ years, and he serves as the longest Crime Prevention Officer counter area and is kept free of signage at Peel Regional Police and in Canada. and clutter. For instance, shelving gondolas with merchandise stacked against Cst. McKay, who is retiring this May, has the windows or display units will efrightfully claimed the, title of has been a top specialist in Canada for Crime Pre- fectively block the view and should be removed. The reasoning behind choosvention Through Environmental Design ing this area is because the majority of (pronounced Sep-Ted or better known transactions, including robberies, take as C.P.T.E.D.) and has been recognized place at the sales counter. Once this for being designated as an expert by window is identified, it is highlighted the Police Executive Research Forum in Washington D.C. on Crime Prevention. and defined through the application of the blue Clear Zone decal around The Clear Zone Robbery Prevention the window. Having the Peel Regional Program was a program sparked by Tom Police logo directly on the decal, along in 2010 designed in 2010 to discourage convenience store robberies by using re- with the printed words “Robbery Presearch-based evidence influences. With vention Program,” fosters a sense of police presence and acts as a visual support from our Crime Prevention team, our supervisors in Community deterrent to criminals. Ultimately, the program strives to deter criminals from Support, and our Chief ’s Management Group the program was successfully targeting the store location altogether because of the inherent risks of getting rolled out across Peel Region in 2014. caught. We do this by stripping away So what exactly is The Clear Zone Robbery Prevention Program? As men- their anonymity in the CLEAR ZONE. In the event that a robbery does octioned, window signage has historically been an issue in the C-Store/Gas indus- cur, a clear line of sight will dramatically increase the ability of passersrby’s to try with it being identified as a causal factor for robberies in numerous stud- see what is happening inside the store from the parking lot or street, and may ies. Many store owners will often place prompt them to phone police if needed. promotional material in the windows not realizing they are providing cover Increasing the possibility of witnesses for potential criminals to commit their and the likelihood of identifying the suspect are what’s gained here. Many crimes without being seen. Signage and promotional material over time may criminals are often repeat offenders and, by identifying these individuals, collect in the windows, obstructing police increase their chances of stopthe view from both inside and outside the store providing the perfect “cover” ping them and preventing other robberfor criminals to stay hidden. The Clear ies from occurring in the future. In Peel Region, the Clear Zone RobZone Robbery Prevention Program bery Prevention Program is offered was developed to reduce convenience as part of the Robbery Prevention & store and gas station robberies through

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Survival Kit, which is available free of Sean Sportun, ICPS Manager, Security & charge to businesses who are located in Loss Prevention for Mac’s Convenience the Cities of Brampton and Mississauga. Stores in Central Canada. “The Peel PoStore owners can sign up for the pro- lice Clear Zone initiative is a simple yet gram through the Crime Prevention sec- effective way to remind our employees tion of the Peel Regional Police website to keep the windows--especially around at www.peelpolice.ca, or phone Crime the pay point area--free of clutter and Prevention Services directly to be add- signage, while achieving the “fish bowl” ed to the list (905-453-2121 Ext:4021). visibility effect.” Shortly after Mac’s introduced Once contacted, a Crime Prevention officer will attend your store location to the Clear Zone program, indications conduct a security assessment and to showed the program was contributing install the materials. The kit contains to a downward trend in the overall ina number of resources and decals that cidents of crime at their Peel Region locations by more than will help to discourage 41%. Having these and/or deal with a rob- Mac’s introduced the Clear measurable results, bery, in the event that Zone program, indications showed the program was Sportun expanded the one occurs. contributing to a downward program into five othLike most police or- trend in the overall incidents er locations in Ontario ganizations, our Crime of crime at their Peel Region (Ottawa and Thunder Prevention Services locations by more than 41%. Bay) to further gauge unit at Peel Regional Police is the research and policy centre the success of the program in those for prevention programs and crime re- markets. Mac’s rebranded the wording on the duction strategies. By researching crime trends in the region, our unit aims to Peel Regional Police Clear Zone decal, proactively offer programs and educa- renaming it the “Clear Zone Communition to support citizens and commercial ty Safety Program” (which included the businesses in protecting their families, company’s Mac’s Crime Busters logo) homes and workplace, to promote the and then introduced the concept into highest level of community safety. Our the identified locations outside Peel work is dedicated to preventing crimes Region in January , 2015. The overall infrom happening in the first place, or, at cidents of crime at these new locations least, minimizing crimes the best we trended downward as well, further supcan by working together with all stake- porting the theory that enhanced visibility assists in the reduction of crime. holders. Recognizing the importance of work- Sportun adds: “As a result of the coning together with the community, Crime tinued success, we are currently workStoppers, and law enforcement to help ing towards rolling out the Clear Zone stop, solve and prevent crime against Program in all locations across Central retailers, Mac’s Convenience Stores be- Canada, which will be an excellent comcame the first convenience store chain plement to other crime prevention proto partner with Peel Regional Police, im- grams we currently have in place.” Protecting against the risk of robbery plementing The Clear Zone Program in all its store locations across Peel Region. is crucial in the C-store/Gas industry. It is apparent that Mac’s is committed As such, we encourage retailers to conto accomplishing their vision by mak- tact their local police service to find out ing Crime Prevention an integral part what resources are available to them. of their corporate responsibility; dem- We recognize that some communities onstrating why they remain the leader may not have access to the same rein the C-store industry. Maintaining a sources as Peel Regional Police, or that safe and secure environment for their some smaller independent businesses customers and employees through pro- may not have access to the same securiactive measures is their foremost con- ty support that their larger counterparts cern. “Maintaining clear visibility into might have, which is why sharing this and out of our stores is important,” says type of information is important.

Robbery Prevention Tips: 1. Provide all staff with robbery prevention training – provide periodic reviews. 2. Reduce the amount of cash on hand. 3. Make frequent cash drops. 4. Post Limited Cash on Hand decal, Height Chart, & Robbery Prevention Program in effect decals where appropriate. 5. Install a drop safe. 6. Ensure the video surveillance system is working properly. 7. Provide/maintain sufficient amount of light internally and externally. 8. Remove all excessive window signage/clutter from the sales area and other critical lines of sight. 9. Watch for and report suspicious activity. 10. Greet and make eye contact with all customers. 11. Try to remain calm & comply with the robber. 12. Tell the robber everything you are going to do. 13. Give ONLY what you are asked for. 14. Try to note at least one distinguishing characteristic of the robber, surfaces touched, weapon description, and direction of travel. 15. Don’t assume there is no weapon. 16. Don’t argue, resist, fight, or use a weapon. 17. Don’t make sudden movements

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What’s great about the Clear Zone For more information please visit Cst. Amy Boudreau is assigned to Crime Prevention Services and is an active member program is the concept behind how within the organization on many levels. Amy is certified in Crime Prevention and why it works; any store operator Through Environmental Design (C.P.T.E.D.) Level 1, and holds a Professional can take these easy-to-use suggestions to improve safety in their own loca- Communications Certificate from the University of Toronto and a Sociology/ Criminology Bachelor’s Degree from the University of Windsor. She is currently tions. After reading this, try evaluating the security of your own store by look- enrolled in a Leadership program at the University of Waterloo. She truly has a passion for making a difference and believes in building each other up through ing and walking around to see what you positive partnerships. Amy can be contacted at: see. Or, more importantly, what you email: Amy.Boudreau@peelpolice.ca don’t see. Can the cash handling area Facebook: facebook.com/PeelRegionalPolice be viewed through the windows? Note Twitter: @PeelCrimePrev where you need improvements and youtube.com/ThePeelPolice can make changes. Information that can improve safety should be shared amongst all communities; for that reason, This program is not meant to it will truly benefit be a robbery-proof solution, everyone to work to- but is intended to be shared gether, share informa- as an added layer of security tion, and help others to reduce the chances of in the industry who you becoming a victim of may want to strength- crime. en their security programs. This program is not meant to be a robbery-proof solution, but is intended to be shared as an added layer of security to reduce the chances of you becoming a victim of crime. Provincial safety entities, such as the Ontario Ministry of Labour, have also outlined recommendations for retailHole-In-One Canada has been providing professional golf tournament planning and hosting in Ontario since 2001. ers to maintain clear windows. The Ministry’s “Work in late-night retail? “We create great golf experiences.” Alone?” program states each employer should “ensure the premises has good We offer turn-key programs such as: visibility with clear sight lines not  An easy to use event website with on-line signup and payment options blocked by signs on windows or objects  Mobile app for on-course mobile scoring, GPS and/or Real Time Tracking in the store.”  Hole-In-One programs (Supreme, Gold, Silver, Bronze or Customized) The Clear Zone program is currently  Course Selection expanding in Peel Region to other re Event greeters  SWAG bags tailer establishments, such as pharma Hole-in-One prizes (Cars, Cash, TV’s ) cies, pizza restaurants, cash advance  On course and hole prizes (closest to the pin, longest drive etc.) stores and other locations that can  Drop sheet prizes benefit from this program. It is through engaged partnerships, meaningful collaboration and relevant Or we can work with you to build a package to fit within your budget. outcomes that we can all benefit toHole In One Canada provides you with a great experience gether. Crime prevention is a shared for your staff and your customers. responsibility between the community and the police. Help spread the word by sharing For more information please visit www.hole-in-one.ca this information. Or contact JJ@hole-in-one.ca peelpolice.ca/TheClearZone 905-584-0424

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AUTO SPA LONDON The Ultimate Carwash Experience by Eva Chambers

The weather has warmed up, and most people are happy to leave the chilly temperatures behind. However, many of us still remember the freezing temperatures and heavy snowfalls we experienced this past winter. Some Ontario towns even experienced record snowfalls as much 51 cm. The aftermath of freezing rain and snow can wreak havoc on the exterior of vehicles, including damaging rust. To keep drivers and their vehicles safe on the roads, many municipalities treat roads with various kinds of deicing mixtures to melt ice more quickly. This includes a relatively new beet juice-based derivative that helps decrease the amount of salt required and helps rock salt melt at lower temperatures. While this can reduce environmental damage by preventing some runoff, it can also be hard on cars, as the product helps rock salt stick to the road and our cars. “It adheres to the paint and underside of the vehicles, holding some salt residue in place. Washing vehicles frequently during the winter months and getting them treated for rust protection is critical,” explains Dave Schulthies, who has been in the automotive care business for many years. Dave Schulthies knows a thing or two about taking care of vehicles. He and his partners own and manage two thriving automotive aftermarket businesses that provide a customer-centric vehicle

protection experience. The business includes an established Oil Gard Anti-Rust service established in 1976, and three self-serve carwashes in London, Ontario. The seasonality of their Oil Gard Anti-Rust business allows them to maintain year-round employees that move between the Oil Gard business and the Auto Spa carwashes. The busy seasons for each do not conflict, so entering the carwash business was a good fit. This is a unique and profitable business model you don’t often see in the carwash industry. The group strives to stay on the cutting edge of carwash and rust protection technology to provide a superior customer experience. Both businesses ensure vehicles stay clean and are protected from rust. It all started over 29 years ago when Dave Schulthies purchased Oil Gard Anti-Rust Canada, a leader in the rust protection aftermarket. Oil Gard supplies rust protection products, equipment, training and marketing support to over 50 branded Oil Gard outlets and private label operators in Ontario. A long-term employee of Oil Gard, Eric Kenny also became a partner a number of years ago. In 2008, with two additional silent partners, Schulthies and his partners purchased their first two carwashes in London — one on Adelaide Street and another on Baseline Road. In 2014, the group purchased a third self-serve

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Dave Schulthies notes, “Our dog washes are fabulous and we have the only two in the city at a carwash location. We have off-leash dog parks nearby which bring us a lot of business. We offer a great de-skunk shampoo that is very effective. Our plan is to add a dog wash to our third site, and have more than one tub due to the popularity. Each of our dog washes generates about $18,000 a year in revenue.”

carwash in on Dundas Street. Combined, the three locations offer 22 self-serve wash bays, two dog washes, water vending, 18 vacuums, and a new Razor Touchless Automatic at the Adelaide Street location. Moreover, the sites are well maintained and always clean. While carwash owners naturally focus on making profits, they won’t be successful unless they build their sites with a customer-centric business model in mind. Those who don’t, often deliver a bland washing experience and don’t differentiate their services — making it easier for customers to shop around. This is the reason Dave Schulthies and his partners chose to upgrade their facilities with the latest equipment and provide a variety of add-on services to makes their sites stand out from the rest. “We want each customer to feel like they are the first customer there that day, everything is clean, and everything works. Our washes have seen revenue increases each year since we purchased them,” explains Schulthies. “We are very proud of the compliments we receive from our customers.” The Adelaide carwash location is located just a few blocks from downtown London and serves a broad spectrum of the driving public due to the high density of downtown office space, residential apartments and condos. Cab and limousine services are a good portion of the customer base. AutoSpa is the only self-serve and Touchless Automatic carwash in downtown London. This location is very busy, so it was important to install carwash equipment that could handle hundreds of cars each day. That required working with an equipment distributor who could recommend and install the best equipment and technology available.

Transchem, our chemical supplier, and Ken-Pro Limited, our equipment and service provider that is now owned by Transchem.” Based on these relationships he chose to install the Washworld Razor Touchless Wash while renovating his Adelaide Street site. Ken-Pro was contracted to do the complete project, including the installation of new interior wallboard, Alaska Extreme Doors, dryers, signage and all electrical and associated plumbing. “The Ken-Pro installation team was very easy to work with, very professional and highly skilled,” affirms Schulthies. “Dealing with family owned businesses like Transchem and Ken-Pro was in our comfort zone.” Grady Taylor, business development manager for Ken-Pro Limited, said, “Working with Dave was a pleasure, he and his team are smart business people and did their homework and loved what they saw in the Washworld Razor (touch free vehicle wash system). They are passionate about their business and want to make sure their customers have a great wash experience.” Since reopening on February

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17th, the new wash has operated flawlessly and continues to give customers the best touchless car wash in London. Since Dave Schulthies focuses his efforts on providing customer experiences, he chose Washworld’s Razor wash system because of the many advantages it offers them. For example, an open and inviting wash bay, superior cleaning ability, eye catching LED’s and helpful voice audible prompts so the customer never needs to guess what to do next. Audible instructions and information are also linked to Razor’s instructional on-site signage. Grady Taylor adds, “We’re thrilled Dave is so happy with his Razor wash and the whole procedure from sales to install and follow up. He has been a chemical customer of Transchem for years now and with their purchase of Ken-Pro it was exciting to be able to have him as an equipment customer as well. We wish Dave and his team continued success.” With the new equipment installed, the next step was to get the word out to local vehicle owners.

Oil Gard location you receive tokens Adelaide Street carwash were completed, you can use at the carwash. Tokens are Schulthies posted photos of the wash an effective way to cross promote ser- with an invitation to customers to stop vices and keep customers coming back. by. His marketing team then paid a fee of Some fleet customers even buy tokens $100.00 to boost the post and were surin Bulk and pass them onto their staff prised by the results. As a result, 13,500 so they can wash their fleet vehicles. customers visited the Facebook page In addition to having a professional on opening day. Many customers menwebsite, Schulthies frequently uses the tioned that they had seen the post and business Facebook page to promote the wanted to “check out” the new carwash sites and engage with customers. For location. example, when the renovations on the Dave Schulthies plans to continue making improvements to his businesses and use social media to engage with customers. The customer responses he receives on social media tell the story of a clean and safe carwash that people enjoy visiting. The next time you are in London, Ontario, stop by one of the AutoSpa washes and treat yourself to a great carwash.

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Dave Schulthies and his team use several different marketing strategies to advertise their services. Since they own both the Oil Gard business and three AutoSpa Car washes, they cross market services at all locations. “Cross promotion between our two businesses is a key part of our marketing; our cobranded Auto Spa/Oil Gard vehicle also draws plenty of attention,” notes Schulthies. For example, if you visit one of the AutoSpa Car Washes you will notice signage onsite that promotes the Oil Gard business, conversely, when you visit an

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Deterrence by Design in Convenience Store Applications by Lindsey Silva, Application Engineer for Blue Line Technology

If we could relate to convenience store robberies as an illness, it would be the flu, an epidemic that needs preventative action and a cure. The risk of loss has not evolved much in the convenience store applications, but methods of balancing security design, prevention and reaction have improved over the years. Robberies are continually increasing, as the latest released FBI statistics show robberies up 16.8 per cent from the last year in c-store/gas stations alone from 2014 to 2015. We cannot forget the risk of loss from internal factors like shoplifting and employee theft so building a physical security plan from a balanced point of view is key to ensuring an overall security architecture that is practical, efficient, and effective at meeting protection objections could prevent and deter future c-store theft. Facial recognition at strategic points of access is an excellent example of balancing prevention in deterring some of the most violent type robberies that occur within seconds. Granting permission to enter just based on facial entry allows patrons to enter at will but denies patrons whose faces are partially covered or masked. St. Louis City and County statistics taken from nearby c-stores/marts/gas stations show that robberies occur nightly, and some stores even robbed monthly. Out of all the night time c-stores/ marts/gas stations, 36-44% of the robberies are full service stations in the local St. Louis region. By creating a strategic point of entry with facial recognition, C-Stores can move funding for cameras to other locations inside or outside to monitor staff and patrons. Based on Blue Line’s results (see images below), theft in the stores implementing the facial recognition at night have reduced while other local stores continue to fight a growing epidemic. FKG Oil’s store in St. Louis, MO has been able to increase employee morale in his nightshift employees and the regular night-time patrons feel safer during their late-night visits. Another successful side effect from the implementation of the new security feature has reduced calls to service (suspicious persons, drug activity, theft from cars) from the St. Louis Metropolitan Police Department to the store. To fight this epidemic, Blue Line’s Facial Recognition offers preventative action and a solution. By design, the facial recognition implementation has allowed Blue Line to demonstrate and facilitate robbery prevention. Read More about this in Tammy Mastroberte’s latest article in Convenience Store News: Are You Doing Enough to Secure Your Stores? and The Newest Tools For Store Security and in Steve Surfaro’s article sponsored by Axis Communications in Security Magazine: Security Innovation Nation 2017: Can you leverage today’s disruptive trends and lower TCO?

CASE STUDY UPDATE

Blue Line Technology Reviews 2016 Crime Stat Review for C Stores Report Issued January 3, 2017 In heavily targeted areas of crime “two stores” stand out with zero Police service calls and zero robberies since installing the Blue Line Access solution more than 6 months ago. One store with an installation now at 10 months reports a full year with no robbery in an area where over 57 robberies were identified. The strong deterrence has been praised by the store managers and employees as a significant benefit to their safety. Casualty risk experts are taking notice and looking to provide incentives to stores with this latest safety advancement. Riverview (2016) Crime Statistics taken from St Louis County and St Louis City • Recorded only Robberies that occurred between 4pm–7am and that are C-Mart/Convenience/Gas Station-Mart Stores • 57 Robberies Identified • 15 are full service gas-convenience marts, 6 were robbed more than once. Accounts for 36% (21 total identified) of night time robberies occurring within c-mart/conv/gas station stores. NOTE: This store was robbed three times prior to installation in June, 2016 – night time robberies during facial recognition hours has ceased, and calls to service reduced Hampton (2016) Crime Statistics taken from St Louis County and St Louis City April – December • Recorded only Robberies that occurred between 4pm-7am and that are C-Mart/Convenience/Gas Station-Mart Stores • 61 Robberies Identified • 21 are full service gas-convenience marts, 4 were robbed more than once. Accounts for 44% (27 total identified) of night time robberies occurring within c-mart/conv/gas station stores. Find original case study here: Convenience Store Case Study published in September 2016 by Blue Line Technology Convenience Store Case Study. http://bluelinetechnology.com/wp-content/ uploads/studies/455/casestudy_conveniencestore.pdf

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It’s what’s inside that counts: Why vacuums matter in the carwash experience

by C.E. Swindell

CLEAN ON THE OUTSIDE IS ONLY HALF THE EQUATION. WHEN IT COMES TO PROVIDING CUSTOMERS WITH A QUALITY EXPERIENCE AT YOUR WASH, DON’T OVERLOOK THE ROLE YOUR VACUUM EQUIPMENT PLAYS IN CREATING REPEAT BUSINESS. Carwash operators say most customers look for onsite vacuums. Think about it: a clean exterior feels only so satisfying if the interior contains crumbs from a breakfast-on-the-go or evidence of Rover’s ride-along. Ask any employee of a wash with free powerful, high-quality vacuums, and they’ll likely tell you the vacuums are what the customers rave about—even more so than the carwash itself. Many carwash owners and operators find that customers are willing to pay for the wash but that what they really want is the vacuum. Life (messy, gritty life) happens inside our

vehicles as much as it does the outside. “We wouldn’t build a site without (vacuums),” says Paul Facciol, vice president of Shine Auto Wash of British Columbia. “They’re a real important part of the process.” Shine Auto Wash has two locations, Vancouver and Burnaby, plus one under construction and one in the planning phases. Before switching to a central vacuum system during the construction of its Burnaby site, Shine used standalone vacuums from JE Adams at its Vancouver wash. Shine’s change to central vacuums designed and engineered by Vacu-

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CONSIDER WHETHER YOUR VACUUM PARTNER OFFERS:

• hoses on each side of a car so customers don’t have to drag hoses around and through vehicles. • accessories such as mat racks plus trash cans at every stall. • lighting options for good visibility. • powerful equipment that makes vacuuming fast and easy. • awnings for customer comfort on hot, sunny days. And let’s not forget aesthetics, in which the right vacuum equipment can make a huge impact.

tech LLC has made such a difference in customer satisfaction that Shine has committed to using central vacuums by Vacutech at its two new sites, Facciol said. “They love them,” Facciol said of customers’ reaction to the central vacuums by Vacutech, which is known for its powerful, functional systems. “Our customers see value in the dual hose drop arch design, which allows two people to vacuum the same car simultaneously.” When planning your business, also consider that the vacuums are the primary equipment your customer will directly interact with. The wash experience itself typically is fairly passive—the consumer sits in their vehicle as it moves through the tunnel. By contrast, the vacuum is, in many cases, the equipment where the customer has a hands-on experience.

This means you need to look for vacuum equipment that is convenient and easy for the customer to use. Modern vacuum equipment can look as good as it functions. With suppliers offering an array of equipment designs, colors, layouts, lighting options and more, your vacuum system should be a major factor in the overall look and feel of your carwash. When designed with the eye in mind, your vacuum equipment will catch customers’ attention at a distance and draw them in. “Like a fish lure for the site, it’s phenomenal,” Facciol says of Shine Auto Wash’s Burnaby location design that includes stainless steel arches illuminated with LED lighting at night time. As you plan your carwash venture, don’t forget to focus on the vacuums. Remember customers don’t just look for a clean exterior—it’s also about the interior.

CONVENIENCE & CARWASH CANADA

What to look for in a vacuum supplier

Paul Facciol, vice president of Shine Auto Wash based in Vancouver, British Columbia, says he selected manufacturer and supplier Vacutech LLC for his Burnaby location and two upcoming washes based largely on “the ability to work directly with their engineers on the design.” Finding a company that provides custom engineering means the ability to bring your ideas to life, he said. “We envisioned and were able to collaborate with the vacuum manufacturer’s engineers to create a coin

Looking for a vacuum supplier for your next carwash? Keep these factors in mind. Custom design and engineering

Quality vacuums are high-tech pieces of equipment that require proper engineering and attention to detail to ensure performance, function and suitability for your site. Look for a supplier that has experienced engineers who tailor your system to what you need.

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Give your customers the debit processing option they have been looking for with Kesseltronics’ EMV chip and PIN debit enabled Access entry station. • PA-DSS and PCI compliant • Bilingual - English or French prompting • Accepts credit/debit/cash/coins/codes • Dispenses coins for change • Works with WALS loyalty system • Seamless interface to Cortex • Works with both in-bay automatics and tunnel operations

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CONVENIENCE & CARWASH CANADA

operated stainless steel central vacuum system Quality product with integrated automatic coin retrieval capability. Cost should not be your top consideration when We are very proud to feature the system on our site.” selecting a vacuum vendor. Instead keep in mind that a quality system will last a long time and operate Customer service with little downtime or need for major maintenance. Keep in mind your experience with a vacuum Ask suppliers about materials they use and what supplier begins before an actual sale, then deepens guarantees they offer. If they scrimp on materials during planning. Plus, your equipment will be and/or don’t stand behind their product, look for around for a long time, assuming you invest in another company. quality systems. Find a vendor that is easy to work with, reputable, reliable, and responsive. Your Installation and maintenance services vendor should offer—and promise—its assistance Vacuum systems involve many components and parts, critical plumbing plans, site design, electrical before, during and after a sale. equipment, etc. And that means you want to Experience be certain they’re installed correctly to ensure As with any equipment you invest in, you want to be proper function, not to mention keeping intact sure the vacuum supplier you select has plenty of any warranties. Seek out companies that offer experience. Ask suppliers how long they have been installation by technicians trained on their specific in business, if they design and manufacture their systems. Similarly, look for companies that offer systems, if they specialize in the carwash industry, programs for helping you maintain your system and and what the company’s background includes. care for your investment.

C.E. Swindell is a business consultant in the Rocky Mountains whose clients include car wash equipment manufacturers and suppliers.

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by Ed Kammerer

South of the Border

MAKING UST TESTING AND INSPECTIONS EASIER AND LESS COSTLY Most people are familiar with Oscar Wilde’s saying that Canadian retailers can also benefit because many new EPA “imitation is the sincerest form of flattery.” For owners and regulations can prompt the companies that develop and manoperators in Canada’s retailing-fueling industry, however, ufacture the equipment, components and accessories found in imitation can be the sincerest way to improve forecourt UST systems to enhance their product offerings, whether by safety while alleviating any concerns in meeting regulatory- redesigning existing products or creating innovative new ones. compliance demands or limiting the liability associated with In the case of the 2015 EPA regulation, new rules were creproduct releases. ated for, most significantly, the inspection, testing and mainIn July 2015, the United States Environmental Protection tenance of spill-prevention, overfill-prevention and releaseAgency (EPA) finalized new regulations regarding the inspec- detection equipment, along with containment sumps that are tion, testing and maintenance of underground storage tank used for interstitial monitoring. (UST) systems at the country’s retail fueling sites. While CaArmed with the demands of these new regulations, the nadian fuel retailers are obviously not governed by regulations manufacturers of UST systems and their components have recreated by the EPA, many of the provisions in EPA regulations sponded with the following improvements that have been decan be beneficial if implemented by Canadian retailers. Ad- signed to optimize both performance and the ability to meet ditionally, they can often foreshadow future laws that will be the new testing and inspection guidelines: created by Canada’s counterpart to the EPA, Environmental • Spill Containers. Next-generation spill containers have and Climate Change Canada (ECCC). been designed so that any damaged or compromised units

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can be quickly repaired without needing to disrupt the forecourt in order to access them. They are fully gradeaccessible with no need to employ jackhammers or heavy equipment to break concrete and, subsequently, no need to refill with concrete. • Double-Wall Spill Containers. These spill containers satisfy the new EPA regulations because they can be inspected by testing the interstitial space between the two walls of the container as a way to ensure that no product leaks have occurred. The double-wall design also helps shorten the test cycle as what used to be an hour-long testing process becomes a five-minute operation. • Overfill-Prevention Valves. Traditional overfill valves needed to be pulled out of the tank in order to be inspected, but newly developed technology allows the valve to remain in the tank during inspection. This lowers the time and cost

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of the inspection process, while also eliminating the need to deconstruct the system in order to remove the valve from the tank. • Composite Multiports. Multiports are installed over the top of tank sumps to allow access to the tank top. Newer units feature a stainless-steel sealing ring and easy-latch system at the sump lid to help prevent water from entering the tank sump. The composite construction eliminates the shortcomings associated with steel covers, such as corroded sealing surfaces and unsightly appearance. • Sump Entry Fittings. Next-generation entry fittings create a positive and secure seal to the sump wall by using rigid composite materials instead of the rubber materials that were used in the past. The rubber entry fittings of old were susceptible to dry rot, cracking and leaking. Most dispenser-sump designs now feature a conduit-less fitting option that enables the conduit to run along the side of the sump, which removes a common water-intrusion point. While none of these innovations must be implemented by Canadian fuel retailers (yet), they do represent the next stage in the evolution of the best practices that can be utilized to help ensure the safety of the forecourt. Being proactive and introducing these innovations to their UST systems can also help illustrate that the retailer has the best interests of the customer and the environment in mind.

About the Author: Ed Kammerer is the Director of Global Product Management for OPW, based in Cincinnati, OH, USA. He can be reached at ed.kammerer@ opwglobal.com. OPW is leading the way in fueling solutions and innovations worldwide. OPW delivers product excellence and the most comprehensive line of fueling equipment and services to retail and commercial fueling operations around the globe. For more information on OPW, please go to www.OPWGlobal.com.

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by Sean Sportun

STOP TOBACCO THEFT:

How to Prevent Theft Before it Happens and Protect Employees

Sean Sportun

MANDATORY TIME DELAY WAS RECENTLY IMPLEMENTED IN BC FOR THE STORAGE OF NARCOTICS, AND SINCE THIS INTRODUCTION ROBBERIES OF PHARMACIES HAVE DROPPED FROM 41 ATTEMPTS IN 2015 TO ONLY NINE ATTEMPTS FOR 2016.

How do you stop a crime before it happens? The studies show that the best way to do this is to make sure your store is not seen as an easy target for theft in the first place. A proven way to do this is to make it known you have a time-delay safe and that your tobacco product and cash are not readily available for theft. Essentially, make sure you are not an easy target. First of all, let’s consider why tobacco theft is becoming an issue? “The steady price increase of tobacco, coupled with its quick resale value has contributed to this product becoming an increasingly popular target for criminals and organized retail crime rings,” says Sean Sportun, Manager of Loss Prevention and Security for Alimentation Couche-Tard Mac’s Convenience Stores in Central Canada and Vice Chair, Board of Directors for Toronto Crime Stoppers. When Sean Sportun talks about loss prevention, people listen. Tobacco theft is a real problem and can cost a business a lot of time and money. More importantly, stores could have even more to lose in terms of potential harm to an employee during a robbery attempt. This is why Sean Sportun insists that trying to prevent thieves from coming to the store to steal those items is crucial. Therefore, the best solution is to prevent the theft attempt before it ever happens.

Preventing thieves from coming to your store in the first place is the key to solving this problem, and a recent study in BC shows the effectiveness of timedelay in preventing hold ups. Mandatory time delay was recently implemented in BC for the storage of narcotics, and since this introduction robberies of pharmacies have dropped from 41 attempts in 2015 to only nine attempts for 2016. This reduction is a success. Like cigarettes, narcotics are a major target for theft. And time-delay safes have helped drastically decrease the holdup attempts, keeping both product safe and protecting employees. So, what is time-delay and how does it deter theft in the first place? As mentioned before, criminals are always looking for an easy target and a quick score. If they see a sticker in your front store window stating that your cash and tobacco are stored in a time-delay safe, they will be less likely to think of your store as an easy target and will move on. This is the most important thing you can do to protect your store. Time-delay means that you must wait a certain amount of time before your safe will open, each and every time, no exceptions. Therefore, you are required to wait a certain amount of time after the code is entered before the door will open, eliminating any easy or quick ac-

CONVENIENCE & CARWASH CANADA

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cess to the contents of the safe. By delaying the access to your safe with no exceptions, the potential criminal will be less likely to see your store as a quick score opportunity, and therefore less likely to make an attempt. And that is what it is all about. Prevent the crime before it happens. Apprehending the criminal after the fact, and product recovery are very important, but stopping the crime before it ever happens is the best way to ensure employee safety now and in the future as well. Preventing a successful theft now also means preventing a return attempt in the future, because when the criminals know they canâ&#x20AC;&#x2122;t get anything from your store now they are unlikely to risk future attempts or return trips for more. One important feature of the time-delay tobacco safe is the highly visible time- delay countdown display. This countdown display improves the time delay by making it clear to everyone in no uncertain terms that you will have to wait to enter the safe, thereby ensuring that the potential criminals know your safe is not an easy target beforehand, and this can prevent a holdup. Customers can choose the amount of timedelay they prefer. A 10-minute time-delay is common for convenience stores as this provides a balance between being a long enough duration to prevent a possible theft attempt, while still being manageable for re-stocking.

However, times of up to one hour are also available and common in higher risk areas. The longer the wait, the stronger the deterrent. The safes themselves come in varying sizes, but in most cases, are large enough to store the bulk of cartons and stock, and tall (instead of wide) to minimize the size footprint in small backrooms. The idea

ONE IMPORTANT FEATURE OF THE TIME-DELAY TOBACCO SAFE IS THE HIGHLY VISIBLE TIME- DELAY COUNTDOWN DISPLAY.

is to minimize the amount of tobacco available behind the counter, and to keep the bulk of your product locked up inside the time-delay safe. By minimizing access to how much valuable product is easily accessible you will make a crime less likely. In conclusion, cigarettes are increasingly becoming a prime target for theft, and the need to protect your tobacco products and employees has never been greater. Keeping the bulk of your tobacco stock stored securely in a time-delay safe is the best way to deter and prevent a cigarette theft, which is the best way to keep your employees safe and your product secure.

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CONVENIENCE & CARWASH CANADA

About the Author Sean Sportun is a business professional with 24years experience in the Loss Prevention industry, Sean Sportun has spent the last 10 years as Manager, Security & Loss Prevention for Mac’s Convenience Stores Central Canada Division. In his current role, Sean’s responsibilities include the overall safety of customers/ employees, crime prevention/ robbery deterrence programs and investigations; while also managing all civil claim incidents and working closely with his internal compliance team to ensure all regulatory requirements are satisfied for the Divisions 700 plus locations. Sean can be reached at Sean.Sportun@ macs.ca.

MAY/JUNE

What’s New Petrosoft’s SmartPOS Is the First To Be Certified On Wayne’s EMV-Ready Forecourt Solution, The Fusion 6000 2.2 Petrosoft Inc. would like to announce that its SmartPOS point-of-sale solution is the first to be certified on the 2.2 release of the Fusion 6000 forecourt controller, the most advanced Fusion™ Automation Server by Wayne Fueling Systems LLC. This solution is an easy and reliable way to accept payments at the pump or POS with this EMV-ready solution created through the alliance between Petrosoft and Wayne. Petrosoft has worked for over a year to ensure that the alliance would provide value and ease of implementation for the convenience store industry. This alliance reduces risk and implementation costs while providing the flexibility to integrate with forecourt, instore, and back-office solutions. Whether the retailer is looking for an out-of-the-box or tailored solution, with this alliance and industry partners, Petrosoft can provide the leading technology, services, and support needed to keep locations running smoothly and financial systems up-to-date with the operational information that impact profits, margins, and the cash flow needed to support ongoing operations. For more information visit www.petrosoftinc.com

Kevin Long Named OPW’s New President Hamilton, OH, March 13, 2017 — OPW, a Dover Company (NYSE: DOV), announced today that it has named Kevin Long as the company’s new president. Kevin Long joined Dover in 2014 as the president of Colder Products Company (“CPC”). “While at CPC, Kevin led efforts to accelerate new product development, drive continuous improvement and develop talent within the organization,” said Dover Fluids President and CEO Bill Spurgeon. “As Kevin takes over the reins at OPW, we look forward to him continuing the company’s legacy of innovation and quality.” “I’m excited to be joining OPW the same year that it celebrates its 125th anniversary,” Long said. “To be in business for more than a century is truly a testament to the innovation, quality and customer focus the OPW team strives to deliver. I’m honored to be joining the team.” Prior to joining Dover, Long was Vice President, Customer Care at KaVo-Kerr, a division of Danaher. He also held various product management, operations and general management roles while at Danaher. Long started his career at International Paper in its Leadership Development Program. He graduated from The Ohio State University with a BS and MS in Mechanical Engineering, and received his MBA from MIT. Long replaces David Crouse who was named president for Dover Fluids’ new Dover Fueling Solutions organization last December.

Istobal USA Announces North American Director of Sales

Ditch the Chips and Grab the Pea Pops Without sacrificing taste and crunch, Three Farmers brings you a tasty treat, grown and made in Canada! Bold in flavour and big on crunch, you won’t be able to stop until the bag is empty. A perfectly guilt free snack and a powerhouse of nutrients, including protein and fibre. Three Farmers Pea Pops are also gluten free, nut free, non-GMO and vegan. Three Farmers is a brand focused on wholesome foods, minimal processing, sustainable farming and traceable products. Connect with how your food is made and who your farmers are at www.threefarmers.ca Contact: Natasha Vandenhurk, natasha@threefarmers.ca; 877-295-1551 If you require anything else please let me know! Natasha Vandenhurk Owner/CEO Three Farmers Products 1438 Fletcher Rd, Saskatoon, SK S7M 5T2 Tel: 306-292-1551 Fax: 306-955-9597 www.threefarmers.ca

Bristol, VA USA — ISTOBAL USA, CEO, Jimmy Sisk, announced today the appointment of Ian Burton as the new North American Director of Sales. Ian will assume responsibilities effective April, 1st 2017. CEO Jimmy Sisk announced the appointment of Ian Burton as new North American Director of Sales effective April 1st 2017. In this position, Ian will be responsible for further developing sales, customer service, and nurturing direct sales relationships. As a key member of the management team, Ian will develop and execute new strategies and initiatives that expand distributor and brand penetration in North America. Ian is a veteran of the wash industry having worked in many capacities for various manufacturers and distributors and most recently worked at PD McLaren Limited, Canada. “Ian’s career includes over 20 years in the Vehicle Wash Industry. He brings a diverse background from both a manufacturer and distributors perspective that makes him the perfect candidate. We look forward to Ian’s arrival at such a vital time when ISTOBAL is seeing consistent growth in North America.” Added Mr. Sisk. ISTOBAL is the leader in the design, manufacture and marketing of washing solutions for the automotive, bus and truck, and rolling stock markets. We export vehicle wash equipment to more than 75 countries with a world-wide network of distributors, seven subsidiaries and two assembly plants in Europe, and two subsidiaries and assembly plants in the US and Brazil. For additional information: Info.usa@istobal.com www.istobal.com 800-336-8795

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AD INDEX

LSI Industries Introduces Smartvision® Tunable Color Lighting LAS VEGAS, March 28, 2017 – LSI Industries Inc. (NASDAQ: LYTS), the industry’s only single source supplier of lighting, graphics and technologies that enhance brand images and establish meaningful customer experiences, today announced the launch of SmartVision® tunable color downlights. The new tunable color lighting solution is designed to enhance retailers’ abilities to use programmable color LED lighting to increase customer visits and lengths of stay, focus attention on select areas and products in the store, create unique and desirable lighted environments, increase product sales and reduce energy costs. “SmartVision® tunable color downlights represent another giant leap forward for LSI and our retail customers,” says LSI Chief Technology Officer Andy Foerster. “Our new tunable color LED lighting solution is what we call a cross-integrated technology – a controlled lighting product, an IoT technology and a graphic solution – that goes right to the heart of what retailers are looking for: proven technology that enhances brand, engages customers and builds sales.” “With our new tunable color downlights, we are expanding the artist’s palette for designing lighting and graphics together. They enable us to use the full spectrum of colors and textures and shapes to highlight and dramatize products, product sections, displays and other graphics within the retail store. In turn these highlighted areas attract customers, focus their attention, make them feel welcome and comfortable once they arrive at the area, invite them to engage with the product or display and encourage them to trial the product,” explains Foerster. “But equally important is how this color lighting solution integrates with the full scope of products and services that only LSI offers the retail industry.” *This is an excerpt from the full press release which can be found at http://www.lsi-industries.com/

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2020 Inc. . ................................ 23 Agropur Dairy Cooperative.......... 38 BeeMaid Honey Limited ............ 24 Belanger Inc............................... 34 Brigham Enterprises................... 65 Bulloch Technologies . ............... 50 Canadian Trade House .............. 63 CoreMark Int’l....................... 16, 43 Crazy Horse............................... 28 Direct Cash.............................OBC Distribution Regitan................... IFC Erie Brush & Mfg Corp................ 69 Franke........................................ 19 Gourmet Chips..........................IBC HoleinOne golf............................ 42 Istobal Vehicle Wash & Care....... 45 Jack Cash ATM...........................57 Ken-Pro/Transchem..................... 9 LSI - Industries........................... 67 Modern Wash............................. 51 NACDA........................................ 8 North Shore Tobacco ................ 12 Oasis Car Wash Systems .......... 32 OPW Retail Fueling . .................. 62 P.D. McLaren/Oasis.................... 24 P.D. McLaren/ZEP...................... 47 P.D. McLaren Limited ................ 31 P.D. McLaren/Istobal.................. 66 P.D. McLaren/PECO . ............... 27 PDQ Manufacturing.................... 58 Petroleum Equipment Institute.... 11 Perfetti VanMell........................... 15 Production Tech/Wolf Distribution............................... 48 Proto-Vest Inc............................ 61 PUDO........................................ 30 Reclaim Systems.........................27 Scholtens................................... 20 United Distribution Network........ 22 VacuTech Systems .................... 55 Washtech................................... 20 Washworld Inc............................ 46 WCSA Golf Event....................... 18 White Castle............................... 63 WPMA........................................ 25 XpresSystems Inc....................... 53

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