convenience store and carwash Canada magazine Jan_Feb 2107 by edge advertising

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Canadaâ&#x20AC;&#x2122;s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash Publication

FROZEN BEVERAGES DELIVER HOT PROFITS YEAR ROUND Take advantage of composite covers on your forecourt

High turnover? Are your recruitment skills at fault?

Sweet innovation meets changing consumer preferences

PM41670539

Keep university Technology drives students coming new options for back to your store store security

Ride the wave at the Jetz Car Wash in Lethbridge

Is plain packaging coming to Canada?

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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.

Increase your profits today! Contact your local division: Calgary

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99 Bannister Road Winnipeg, MB, R2R 0S2 (204)633-9244

CONVENIENCE & CARWASH CANADA

Cover Story

Frozen Beverages From slushies to ice coffee, frozen drinks are growing in popularity, who loves frozen beverages more than we Canadians?

Publisher’s Message Canada is celebrating 150 years – Tell us about your special anniversary.

Petroleum and Carwash

Industry News Instore and Nutrition

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Forecourt Insights Is a new column where we provide special petroleum information to update retailers on new technologies.

Sweet Innovation Reiterates the love of confection that Canadians enjoy, from mints to sours and chocolate to nuts and trail mixes we can’t get enough. It’s a great profit centre that retailers should capitalize on at the front counter.

Washtalk Take a walk through Jetz Car Wash located in Lethbridge, Alberta; where strong branding and a staff go well beyond the average carwash experience.

WCSA An update on Plain Packaging.

NACDA Update Throughout 2017, NACDA anticipates many new changes and challenges for our industry

Editor’s Message A look at where we were at the end of 2016 and where we’re going in 2017.

Security discuss different methods and styles of ensuring your store and site are secure from increasing criminal activity.

Recruiting for Summer Hires Barbara Bowes details what to do and how to do it so retailers alleviate staff turnover and making wrong choices..

What do University students want from your store? Take a read and pick up some tips and ideas to help increase your student traffic and sales.

Upcoming Events April 4 – 6, 2017 The Car Wash Show Las Vegas Convention Centre Las Vegas, NV www.carwash.org/thecarwashshow April 25 - 26, 2017 Regitan Buying Show Crowne Plaza, Dorval www.regitan.com 1-800-667-3761

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

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

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Publisher’s Message

Happy New Year and Happy 150th Birthday Canada

What will you do as a retailer this year to celebrate Canada’s 150th birthday? How about offering a loyalty contest or a special commemorative product? Loyalty is won by being aware of who your customers are and what they want. In this issue, we feature a special article about “What Students Want”. One of our retailer readers called me this past summer and mentioned that they had university student employees who spoke to their friends about what their store offered— and what they wished the store would offer. You might be surprised what you can learn by polling your customers. Offering customers great products is not enough, you must offer them what they want, and to know what they really want you need to ask them. Imagine how great your business would be if your customers frequented your store because you gave them just what they wanted. They’d come in every day or weekly just to buy that special item you stock because they told you they wanted it. What a great idea, offer someone what they want and watch your sales increase. With snowstorms and plenty and cold this time of year, you might be surprised to know that frozen beverages are still top sellers in any store, all year round. Our Frozen Beverages article offers great insight into what to look for in new equipment. Having the “coolest” equipment with a variety of flavour options, adds up to increased sales. Start planning now and reap the rewards next season. This is also the season to start planning for new staff. Barbara Bowes offers great information on best practices for defining what you need and then how to find them. Our WashTalk column features the Jetz Car Wash in Lethbridge, Alberta where innovation, strong branding and a customer focused environment is the key to their success; proving once again that taking the time to ask your customers what they want will always help your business grow. We are offering a security update article that offers retailers some great information from two top industry experts on why cameras are key to fighting crime and new tobacco tracking options can help retailer and police track culprits from store to apprehension. As always, our door is always open and we encourage you to call and tell us what you want. Your business is our business and without your feedback we might be offering you information you didn’t want. Don’t forget to call our advertisers first when you need new products, they support us and therefore support you. Loyalty gets you loyalty and we thank you for your support as we look forward to our 9th year of publishing Convenience & Carwash Canada magazine. We often publish articles about companies in our industry celebrating milestones, so if your organization is celebrating a special anniversary this year, we’d like to hear from you. Please call us.

Brenda Jane Johnstone Publisher

PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Cathie Fedak 905-665-6071 cathie@convenienceandcarwash.com 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, PD McLaren Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Angela Altass Barbara J. Bowes Hope Caldwell Eva Chambers Brenda Jane Johnstone Ed Kammerer Andrew Klukas Lisa Moughan Gene Telfer CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

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Editor’s Message

ANDREW KLUKAS, PRESIDENT OF THE WCSA, DISCUSSES ISSUES FACING OUR INDUSTRY IN 2017. Q: What do retailers need to know about the labour market into 2017?

A Look at 2017

Another year has ended – and 2017 is suddenly upon us. Over the past year, we ran many articles on changing customer demographics and needs. For example, health-conscious consumers are looking for healthier options at their favourite convenience stores, carwash customers are looking for eco-friendly washes that offer unique customer experiences, and candy lovers are looking for bite size options they can share with friends. During 2017, these trends and others will continue to build momentum, and we’ll be there to cover them in detail. Our industry is hard at work developing products and services that meet these new consumer preferences. In this issue, we feature articles about what’s new in confectionery, frozen beverages and petroleum equipment. Our security experts offer advice on how you can help protect your operation from crime. You will hear from two key industry associations on important topics. NACDA looks at the year ahead as they continue to work with government to ensure they are aware of important issues related to this industry. Andrew Klukas, president of the WCSA, comments on the status of the labour market, plain tobacco packaging requirements and initiatives that explore healthier food options in convenience stores. To find out more about the specific trends, regulations and industry topics that affect your area, reach out to your industry association. They can provide you with valuable information about local and national issues. To find contact information for the leading industry associations, visit www. convenienceandcarwashcanada.com. We look forward to another year of bringing you insightful editorial to help you stay on top of issues that affect your business. If you have specific topics, issues or trends you want us to cover, please feel free to reach out. Eva Chambers, Managing Editor

We are pleased to announce that the British Columbia government has approved funding for the first phase of a Labour Market Partnership Program with the Western Convenience Stores Association. This project will be Phase 1 of what could become a five-part program to research and address labour market challenges specific to the convenience and gas industry. As we learned from a recent pilot project with Mindfield Inc., the industry faces hiring challenges that even the most experienced private sector organizations cannot easily address. This new partnership is a positive sign of the government’s willingness to recognize the importance of our industry to the broader economy and will allow us to research and address the hiring challenges the industry has faced for many years. The goal is to ensure that the c-store industry is in a strong position to support coming economic recovery and growth. The labour market issue became critical for the c-store industry following changes to the federal Temporary Foreign Worker Program (TFWP).  The subsequent decline in the price of oil took some of the pressure off temporarily but the hiring pressures will mount again.  The outcomes of this project will place the industry on a stronger footing when consulting with the federal government on the TFWP while, we anticipate, reducing the industry’s dependence on that program. The ultimate goal of this effort is to ensure that the convenience & gas industry is in a stronger position to support a growing Canadian economy than before the changes to the TFWP and subsequent economic decline. The WCSA will be reaching out to engage BC retailers in discussion in coming months. Q: Is plain packaging coming to Canada in 2017?

In late summer, 2016 the federal government consulted with industry regarding proposed plain tobacco packaging requirements. The Canadian Convenience Stores Association (CCSA) created an online tool to enable consumers, retailers or distributors to make submissions online and/or share the site with others. Plain packaging for tobacco products has failed to meaningfully reduce smoking in Australia – the one country in which it was implemented. Smoking rates in Australia after the introduction of plain packaging have continued to decline at the same trend rates as before the introduction of plain packaging. There is a real likelihood that the government will introduce plain packaging legislation in 2017. Q: With consumer’s looking for healthier options, is the industry working on initiatives in this area?

The WCSA partnered with Bridge Family and Youth Services Society in 2014 to deliver a pilot project exploring the promotion of healthier food choices in convenience stores. The project fit within the scope of The Bridge’s Healthy Together program, which was funded by the public Health Agency of Canada’s (PHAC) “Healthy Weights for Children” project. However, the pilot project was not explicitly part of the mandate of the program at the time. The Bridge has received confirmation from PHAC that Phase 3 funding under the Healthy Weights for Children Project has been approved. As I am on the national steering committee for the project, we will now be able to expand elements of the original pilot project across all four Western provinces with a few test sites in each. For more information visit www.thewcsa.com.

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WCSA Report WELCOME TO 2017!

Plain Packaging: The Final Stand

After a brief public consultation on the federal government’s plain packaging policy for tobacco products, over 90% of Canadians still hadn’t heard of it or didn’t understand what it was about. Yet government is readying itself to write plain packaging into law. Imagine a future where many of the items in your store are packaged in plain grey paper without any brand markings. Following the federal government’s compliance under pressure to shift toward plain tobacco packaging legislation, the Ontario Medical Association is already campaigning for similar restrictions on snacks and soft drinks (and there will surely be others). The Senate bill giving authority to the government to move ahead with this ill-considered policy will come up again for review in February. We are very concerned that Senators and MPs have not thought it through and will simply pass it without considering its negative impacts. As an association, the WCSA reached out to provide evidence to lawmakers but they also need to hear from Canadians. Retailers would be powerful voices here, and voices that politicians care about. We encourage you to go visit www. BothSidesoftheArgument.ca and take action.

CONVENIENCE & CARWASH CANADA

WCSA Annual Golf Subscribe to our Tournament Newsletter Join us for our annual golf tournament on July 6, 2017! The tournament will be held at the spectacular Links of Glen Eagles, Cochrane, Alberta. Contact Brenda Johnstone for more information or if interested in attending: 204-801-5958 or bjjohnstone@ convenienceandcarwash. com

Annual State of the Industry Networking Event Each year the WCSA hosts a networking event to enable retailers to make new contacts and build their business, for friends in the industry to reconnect. This year’s event will be hosted during the Convenience U CARWACS Show on the evening of October 3, 2017. More details to come via our Newsletter.

The WCSA Newsletter includes periodic updates on the work of the association and is also used as a vehicle to engage retailers on various files. If you are not receiving the WCSA Newsletter and would like to, please send a note to Andrew@ conveniencestores.ca with your store name and basic contact information (name, address, phone number). This information is useful in cases where a specific issue is local or regional and we wish to either include or exclude you to ensure subscribers receive only what is relevant.

Mystery Shop Program – The Best Proof of Due Diligence Several retailers have signed up for the WCSA’s mystery shop partnership program with Statopex, a recognized leader of mystery shopping services. With fines in Western Canada as high as $10,000 for the first offense and $100,000 for the second offense, it is important that c-stores be able to show they have done their due diligence. Training isn’t enough: they must be able to verify that employees follow through on the training and age test properly. The most credible proof is an independent mystery shop performed by an independent service provider. Under the partnership with Statopex, retailers pay just $48 per store inspection (regular price is $90). Contact Andrew@ conveniencestores.ca for more information, or call toll free at 1-855-734-2487.

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Join the WCSA! The Western Convenience Stores Association represents the issues and interests of convenience store retailers in Manitoba, Saskatchewan, Alberta, BC, Yukon, NWT and Nunavut. It provides a strong, coherent voice for all c-store retailers and other stakeholders in the c-store industry, representing their concerns at all levels of government and the media. Our mission is to promote the success of the convenience store industry in Western Canada by representing the best interests of our members, and the communities they serve.

We accomplish our mission through: • Leading government relations and advocacy • Promoting the professionalization of the industry • Offering networking opportunities to members • Working to developing and maintain a robust grass roots organization • Creating Industry recognition and awareness You can support the work of the association by going to www.thewcsa.com and clicking on Join Us! Membership costs just $75 per site annually.

CONVENIENCE & CARWASH CANADA

By Simon Grenier

Government must weigh both sides of the argument in plain packaging debate.

The Government of Canada has introduced a bill in the Senate that will allow them to move ahead with plain packaging without proper consideration of the consequences of such a policy on Canadians and specifically retailers. While this decision by the government is concerning, it does offer an opportunity to voice concerns directly to decision makers. Federal government representatives are scheduled to return to Ottawa at the end of January and we urge you to have your say – please visit www.bothsidesoftheargument.ca to send an email to your local MP and other relevant members in both the House and the Senate.

The tobacco industry knew that the current government intended to look at plain packaging for tobacco products and we expected, consistent with the government’s commitment to evidence-based decision-making, an open discussion and debate about what those changes would mean for the economy and safety of Canadians. Unfortunately, after a short, online consultation process with selective evidence, it was clear the government had already decided how to proceed with little to no regard for the facts relating to such a policy. The reality is that plain packaging increases the sale of illegal tobacco which not only risks the safety of Canadians but negatively impacts all responsible businesses involved in the legal manufacture, distribution and sale of tobacco products. Plain packaging doesn’t work

In Canada, graphic health warnings already take up 75 per cent of the pack, tobacco products are hidden from view in stores and smokers are highly aware of the risks. Based on the data we have seen from Australia, the only jurisdiction to have plain packaging in place, it simply doesn’t accomplish the goal of further reducing smoking rates and government data showed that 17,000 more 12-17 year olds started smoking daily after the policy was implemented. Plain packaging fuels the illegal tobacco trade

The policy in Australia also resulted in a 21 per cent increase in the sale of illegal and unregulated cigarettes. In Canada, where almost 1 in 5 cigarettes sold are illegal, the problem will get worse with plain packaging. Banning branding makes it simple for criminals and counterfeiters to produce fake packs easily and cheaply. The Royal Canadian Mounted Police (RCMP) reports that 175 criminal organizations already sell illegal tobacco at a 1/10th of the price, giving access to minors and robbing governments of an estimated $1.6 billion in taxes per year. Retailers and distributors take a strong stand – have your say!

Based on these facts, we are committed to ensuring all Senators and MPs hear the reliable evidence available as this bill simply must not be passed without careful consideration given to the negative impact. We commend the CCSA, NACDA, WCSA, QCSA, OCSA and ACSA for engaging with our decision makers to ensure these concerns are heard. Simon Grenier Vice President Sales, Canada JTI-Macdonald Corp.

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NACDA

TAKES A LOOK AT THE YEAR AHEAD Throughout 2017, NACDA anticipates many new changes and challenges for our industry.

With the Liberal government fully engaged, we expect to see further action on their platform in several areas including nutritional labelling and sugar taxation; two issues that Trudeau’s government have indicated the intention to legislate. We also expect further action on the matters deliberated throughout 2016; including plain packaging, federal menthol bans, and action on grey market products entering the Canadian market. Finally, we also expect that there will be movement on the high credit card interchange fees being paid by our industry. Meeting with government and educating them on the issues facing convenience stores will be vital throughout the year. It is critical to remind politicians across the country about our industry’s economic contributions as well as our support for community activities.

The 2017 Summit Planning Committee has already been hard at work preparing for this year’s NCIS.

National Convenience Industry Summit (NCIS), taking place in Quebec City, September 26-28, 2017. This event is the leading national forum for content and networking in the convenience industry in Canada. Hosted jointly by the National Convenience Stores Distributors Association and the Canadian Convenience Stores Association, the NCIS brings together leaders of the industry to learn and share best practices, network with colleagues and celebrate the industry’s best. In addition to the Summit’s business sessions, the Awards of Excellence and Convenience Innovation Awards (CIA) ceremony will take place in Quebec City. This awards gala evening is truly inspiring as we celebrate innovation in the convenience channel and recognize the individuals and companies who contribute to the success and evolution of the industry.

With 2017 upon us, NACDA anticipates some new and ongoing challenges for the convenience industry.

www.nacda.ca Check in with the NACDA team, on our website and in-person at the Summit as we address the matters that affect our members most. If you would like to nominate a product in the 2017 Convenience Innovation Awards program, the Call for Submissions will soon be live on the NACDA website and open to new products launched between January 1st, 2016 and December 31st, 2016. Questions about the program can be addressed to Hope Caldwell at: hcaldwell@nacda.ca,

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CONVENIENCE & CARWASH CANADA

Technology Options to Help Secure Your Business and Track Down Criminals GIVEN THE RISE OF CRIME IN RETAIL STORES across Canada for high ticket items like tobacco and other products, c-store operators are always looking for new ways to protect their staff and their assets. There are multiple options available to help fight

crime in c-stores, carwashes and other facilities. It can be daunting to choose a solution that fits your unique business needs. We recommend talking to advisors who fully understand the array of security options available. Here’s some advice from two top industry security experts.

By Gene Telfer (2020 DSS)

Looking for an Effective Video Surveillance System? New HD Analog systems available today can utilize existing legacy wiring and infrastructure (coaxial cable), this could save you thousands when looking at the cost of re-wiring for CAT5, or network wiring to accommodate the new IP-based systems. These technologies include HD-SDI, HD-TVI, HD-CVI, EXHD-SDI and AHD. When we advise our clients, we review the lowest cost systems to get them into HD with their existing wire and leave IP technologies for another day. We stay within the three formats we currently recommend and leave AHD alone as its popularity is the lowest. Picture Clarity

When we advise our clients, we review the lowest cost systems to get them into HD with their existing wire and leave IP technologies for another day.

As security professionals, even we get overwhelmed with the choices out there for video surveillance. With so many technologies competing for the end user dollar it’s hard to make a choice. If you currently do not have a camera system installed, even a $499 Costco special will outperform the systems of 10 years ago. Here are some of the options available to a security professional when they are deciding on a system. As an independent supplier, we have sold, and continue to sell all formats. If there is a major change in any of these technologies, we will jump on board with the best value for the dollar for our customers.

1. (EX)HD-SDI: HD-SDI is generally clearer in lower light conditions. Colours are more vibrant, and the edge detail is noticeable when compared side by side to HD-TVI. This broadcast television technology has been technically proven through application in television studios worldwide since the late 1990s. Drawbacks to this technology used to be the length of transmission, at a max of 100 meters, but with the new EXHD-SDI format, 500 meter runs are possible. This is not the lowest price option but definitely delivers the best quality video. 2. HD-TVI: In our testing the HD-TVI had very good picture quality in standard lighting. Low light conditions were not as impressive but still quite useable. We always try to use similar costing cameras in the lower end to keep our tests fair, but HD-TVI has an advantage in terms of pricing

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No matter which format you choose, Beta or VHS, there will be a DVD down the road, and a Bluray right after that. Video quality has hit a new level and overall the pricing is a fraction of what it cost 15 and even 10 years ago.

and manufacturer choices, as one US company owns the technology and the chipset is open. 3. HD-CVI: Quality is comparable to the number one choice in higher lighting conditions and does support 1080P quality. In lower light, for the same amount of money spent, the HD-CVI didn’t perform as well in our tests, and our outdoor installs. Generally sold under the Dahua brand name, it is rebranded under many different names generally available at Costco. There is only one manufacturer of this format, so you will ultimately be buying from Dahua. Ease of Use

1. (EX)HD-SDI: Interfaces on the Korean product are typically less cluttered and more intuitive. In our experience with roughly the same number of systems in the field installed, our training time to search, burn video for police, and interact with Mobile devices is lowest for this format. Remote viewing software for the PC and Mac are fairly complicated and seem like they are made for security professionals, stick to the Web interface as this is easy to navigate. 2. HD-TVI: The app IVMS4500 has multiple different brand names but all come from Hikvision. They are the largest selling brand in the world and OEM their product for larger retailers. The app is easier to use now than a couple of years ago but still takes some getting used to. Once you know where the buttons are, it is a usable app, but not as intuitive as HD-SDI and IP-based apps. Again the remote software is complicated and unintuitive, the web app is slightly better but still seems like it is designed for a monitoring station, not the average person. 3. HD-CVI: The most complicated of the three bestselling formats, again, you need to spend quite a bit of phone time learning the app and what it takes to get the results you want. Sold primarily

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by Dahua, they are Hikvision’s largest competitor and would likely be the lowest price of three major formats. Cost

1. HD-CVI – Coming in at the lowest average cost HD-CVI is great in well-lit camera locations, and has the longest transmission distances at up to 500 meters over RG6 wire. For indoor high lighting situations, this format will typically be less money for the equipment over all. 2. HD-TVI Due to the volume of this format it has continued to drop in price to point where it is almost as low priced as HD-CVI, we are amazed to see how low the product has dropped in two years. This is the best bang for the buck in terms of price per pixel and has become the highest seller in the HD Analog market. 3. (EX)HD-SDI- HD-SDI and its latest derivative EXHD-SDI (longer transmission distances up to 500 meters) is the most expensive of the formats likely due to volume. This format is based on the broadcast technology and is the best picture, but likely not the best bang for your buck per pixel. No matter which format you choose, Beta or VHS, there will be a DVD down the road, and a Blu-ray right after that. Video quality has hit a new level and overall the pricing is a fraction of what it cost 15 and even 10 years ago. With apps on your phone, you don’t have to leave the hot tub. About the author: Gene Telfer is the owner of 2020 Digital Security Systems Inc., in Edmonton, Alberta. He can be reached at 1.780.439.7072 2020 DSS provides leading edge digital security systems consulting, sales and support. Their stateof-the-art digital video recorders enable clients to effectively and efficiently protect people and property in almost any environment imaginable. For more information visit www.2020dss.com.

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Stop Tobacco Crime in Your Store with GPS Tracking Technology

By Lisa Moughan

While many criminals target cash, the high taxes and price of tobacco products has made them increasingly popular with criminals, leading to significant losses for many convenience stores. Organized retail crime rings can resell tobacco for very high profit and stores lose hundreds of thousands of dollars of profit due to these crimes. But, more importantly, these robberies cause other problems for stores including: • Lost sales while the store is closed, or while police are processing a crime scene. • Employee injury or trauma resulting from the aftermath and stress of robberies. • Possible damage to stores if thieves use destructive means such as smash and grab or crash and grab assaults to steal inventory. • Convenience stores facing elevated levels of crime can use Tobacco Tracker™, from 3SI Security Systems, with proven GPS Tracking Technology. With equal focus on criminal apprehension and inventory recovery, Tobacco Tracker helps the store maintain operations while reducing future crimes by taking career criminals off the street. The concept is simple: bridge the gap between law enforcement and store security to reach the common goal of offender apprehension through covert GPS tracking. Since 3SI has already trained over 6,500 police agencies in North America on how to respond to their trackers, concerned store owners simply need to install Tobacco Tracker to have the full support of thousands of these agencies to protect their inventory.

3SI has trained over 6,500 police agencies in North America on how to respond to their trackers.

Keys to the success of the Tobacco Tracker include: • They offer 24/7 protection whether the store is open or closed. • The tracker is hidden covertly with other tobacco inventory so criminals don’t know they are stealing a tracker. • The tracker activates on motion to ensure the theft is detected whether the criminal demands merchandise from the clerk or forcefully takes it himself. • 3SI’s secure website tracks the criminal, allowing police to apprehend the suspect. • Typically, offenders are caught within 20 minutes of committing the crime. • Trackers take less than 20 minutes to install so stores are protected right away. • 3SI operates a 24/7 North America based tracking center to provide support for customer and law enforcement. With an overall success rate of 70%+ for apprehension and asset recovery, 3SI Trackers are a proven, covert and inexpensive option to protect valuable inventory. About the author: Lisa Moughan is the Global Marketing Communication Manager for 3SI Security Systems. For over 45 years, they have worked to create a safer world by protecting and recovering stolen cash and high-value assets and apprehending criminals. #SaferWorld

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WCSA Report 18

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Frozen Beverages Deliver Hot Profits Year Round By Angela Altass

Frozen beverages remain a hot sales item in the convenience store sector and it seems that nobody tends to love frozen beverages more than Canadians.

Over 30 million frozen beverages are purchased by Canadians every year with Manitoba reigning as the slush capital of the world.

Ian Woods, vice president, Harlan’s Specialty Food & Beverage Systems, notes that over 30 million frozen beverages are purchased by Canadians every year with Manitoba reigning as the slush capital of the world. “While warm months generate the most sales, it is interesting to note that Winnipeg, with a population of 783,000, is the Slurpee capital of North America and has been for the past 17 years,” says Judi Saliba, senior sales executive, TFI Food Equipment Solutions Inc. “The average annual temperature in Winnipeg is 2.4 C and Winnipeggers consume 188,833 Slurpees each month. That equates to 2.9 Slurpees for every resident of that city, every day.” From a retailer’s perspective, frozen carbonated beverage (FCB) is a destination product and drives consumption of other categories - 32 per cent for salty snacks, 30 per cent for prepared foods and 11 per cent for sweet snacks, increasing the profit-

ability of the category, says Saliba. The leading syrup manufacturers are responding to consumer concerns regarding health and are continually developing low calorie flavours that resonate with c-store consumers, says Saliba. “What is notable is that the market leaders in the FCB category have demonstrated that the more flavours available to the consumer, the higher their sales and this increase is directly proportional to the number of flavours/ barrels offered,” says Saliba. “An operator with four heads of FCB would have average sales of 60 units/day, while one with 12 barrels would enjoy per day units of 200. Consumers like to mix flavours and the more flavours offered, the higher the sales. For c-store operators who are challenged with their in-store real estate, we can offer a two barrel unit with an accessory called Flavourburst that changes a two flavour unit into a 10 flavour unit.”

CONVENIENCE & CARWASH CANADA

Harlan’s Specialty Food & Beverage Systems has carried the highly recognizable Slush Puppie brand for over 30 years. “There are two applications,” says Woods. “One is a base product that is mixed with water into a visual slush machine and the second is a neutral base that uses a flavour system. We also carry an iced cappuccino line which is more of a teenager and adult slush type drink.” Harlan’s also offers a Slush Puppie yard bottle which is refillable, creates customer loyalty and is friendlier towards the environment. “We have had some great success selling reusable cups,” says Tom Humphreys, petroleum operations manager, Peninsula Co-op, Saanichton, British Columbia. “They are available in many popular themes and children love them. It’s similar to an adult customer using a travel mug for coffee.” Harlan’s launched the new Slush Puppie Fizz in 2016, a carbonated slush product. “The Slush Puppie Fizz is very much like what people expect from a frozen beverage in Canada,” says Woods. “Canadians like a colder slush versus the foamier products that are more popular in the United States. In 2016, we launched several new flavours in our Slush Puppie line, including yumberry,

Frozen beverage dispensers are very popular because once the machines are installed there is no cleaning that needs to occur for approximately one year.

dragonfruit, cream soda, pineapple-mango and ice punch. We will be re-introducing grape, by customer demand, in 2017.” Harlan’s also made the decision to start producing the slush product in Canada versus the United States and is now using cane sugar. While there is always a demand from customers for something new, they also still tend to lean towards their favourites, says Woods. “Blue raspberry remains the king of slush and outsells every other flavour significantly,” he says. “Children always migrate towards blue. Colour plays a significant role and the more vibrant the colour, the more it will attract the consumer. We do suggest that customers introduce seasonal flavours to help attract new customers but blue should remain constant in the machine. The same is true for frozen cappuccino. While new flavours are introduced almost every year, French vanilla is the number one seller.” Lindsay and Tyler Amell, owners of Amell’s Gas & Go in Pilot Mound, Manitoba agree that blue raspberry is the most popular Slush Puppie flavour at their store. “We definitely have people who come in just for slush, especially teenagers,” they say. “Slush is a good compliment to offset the drop in hot beverages over the warm months. We also offer ice cappuccino to compliment the cold coffee offerings.” Laurie Radostits, owner of Sweet Convenience in Edmonton, Alberta notes that cherry flavoured Slush Puppie is also a popular product at her store. Canadians’ taste in coffee is changing towards a bolder, darker product, notes Woods. “We have a Hi-Rev Mocha product that is unique and is a great seller because it’s got a nice flavour profile and the consumer is tending to go for that real rich coffee flavour,” says Woods. Frozen beverage dispensers are very popular because once the machines are installed there is no cleaning that needs to occur for approximately one year. “While there are several different dispensers available, the customer should look at the dependability of the equipment they are considering,” advises Woods. “They should think about ease of

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When choosing the best equipment for your store, Woods advises taking into consideration your anticipated volume, whether your client base is primarily young children or teenagers and adults, the power requirements and how much space is available for the machines.

cleaning and ask about repair costs.” When choosing the best equipment for your store, Woods advises taking into consideration your anticipated volume, whether your client base is primarily young children or teenagers and adults, the power requirements and how much space is available for the machines. There are also leasing and financing options available to assist the store owner in getting a slush business off the ground. In 2017, Harlans will be releasing a new Slush Puppie machine that will allow customers to choose to mix up to four different flavours in their cup. “We’ve tested the machine in a couple of locations in Manitoba and British Columbia in 2016,” notes Woods. “The customers who purchased the machines were thrilled with them. They are very dependable machines and created some new excitement.” As market research has shown that most impulse buying and customers noticing what a store has to offer takes place in just a few seconds after people enter the store, the closer frozen beverage machines are to the front of the store the better, says Woods. Offering slush combos are a good way to increase profit and one of the options Woods suggests providing is a slush and soft ice cream combination, known as a Screamer. Western Refrigeration, the Canadian distributor for Cornelius beverage dispensing equipment, notes their equipment only requires preventative maintenance every six months. The units are sealed, eliminating sanitation concerns such as mold. “Our machines use 40-50 per cent less power than other competitive equipment and with top air discharge, zero clearance is required between machines,” says Daryl Hornberger, vice president, Western Refrigeration. “We offer sugar free or low sugar flavour options, such as Crystal Light and Fanta

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Light.” Cornelius has a new frozen carbonated beverage low pressure model for Canadian customers, which provides the heavy wet product line that consumers in Canada prefer, says Hornberger. Frozen beverage sales are largely driven by children, although many adults enjoy the product as well, says Humphreys. “We have frozen carbonated beverage machines (FCB) and frozen un-carbonated beverage (FUB) counter top machines,” says Humphreys. “The FUB units have either an iced cappuccino or Koolaid slush product. For FCB, we either have 4-heads or 8-heads of product, depending on whether the site is close to a school.” When it’s hot, people want slush, says Humphreys. “On a hot day, people are coming in to buy slush,” he notes. “It’s not usually an impulse buy. They’ll come in to buy slush and price is not a driving factor. Even in

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the largest size, which is just under a litre, it prices about $2.30 with tax, much better value than an energy drink or carbonated soft drink of equivalent size.” DSL Ltd. is introducing an energy drink based slush, SPARK Frozen Energy, to the marketplace. The new frozen energy drink category allows operators to capitalize on a higher retail price point than that of traditional slush programs. “Frozen beverages have seen steady growth over the last few years with over 70 per cent of frozen beverage sales happening between May and September,” says Brett Nestman, Marketing Coordinator, DSL Ltd. “Research by Technomic, a foodservice research firm, shows that slush is the number one product in the frozen beverage category with 72 per cent of cstores in North America offering a slush program.”

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By Barbara J. Bowes

High Turnover? Are your recruitment skills at fault?

Define selection criteria – if you don’t have a job Would you be description, now is the time to develop one. Identify surprised to learn what tasks the incumbent will be engaged in and that managers make identify how much time you want spent on each task. hiring mistakes Then, identify the skills, competencies and customer 82% of the time? It service attitude required of a successful candidate. Of sounds very high but course, determine the salary and benefits that will go along with the job. it is true! And one of the reasons for Market your job – determine the reasons why someone would be interested in your job. This helps to determaking this mistake mine where to market and who to target as potential is the lack of candidates. If your company has a website, post your knowledge amongst job. Post it also on all the social media sites. Post the managers on just ad at a local high school or community centre. Ask how to recruit and your successful employees for a referral and provide a assess the skills and reward if they refer someone who stays a minimum of competencies of six months. potential employees.

Set up a screening process – make yourself a checklist Many think that of the selection criteria. Review each resume against putting an advertiseyour checklist. Look for experience similar to your ment into a local organization and/or a comparable industry that uses newspaper will do the the same skill set. Interview only those that meet trick. Unfortunately, 80-100% of the criteria. Look for individuals who this will only result show dedication to a job and who appear to be able to is over 200 candicontribute at the level of achievement you are seeking. date resumes, none Telephone interviews – conduct a brief telephone of which seem to fit interview. This is to confirm the information on what you are looking the resume and to get verbal information and for. And there’s the confirmation on the various selection criteria. It crux of the problem! also gives you an opportunity to hear the person’s Management is not voice, their customer service approach, their ability aware that recruitto communicate and respond to your questions ment requires a effectively. Look for full responses with examples. rigorous process and Rate your list of candidates again and call those who few have been trained did well into the office for an interview. in the process. So, let’s take a Prepare interview questions – be aware of human rights recruitment assignlegislation with respect to questions that can and ment one step at a cannot be asked. The rule of thumb is that only time and learn the questions directly related to the job tasks are allowed. basics of finding the Prepare a question for each skill you are looking for. right candidate and Ask for real examples where the individual solved a making a long term, problem that could be experienced when using each successful hire. skill. For instance, “Tell me about a time you dealt with a disgruntled customer”. In-person interviews – schedule approximately 40 minutes to one hour using your experience based, “behavioural” interview questions. Inform the candidate how you will be conducting the interview and what is expected. If possible, have someone interview with you so that you have a second opinion.

Score each candidate based on the thoroughness of each response and if the experience is what you are looking for. Second interviews – if you have more than one candidate who could be a good fit, invite each individual for a second interview. If appropriate, have the candidates give you a short presentation on how they might deal with the challenges in your workplace. Or, have the individual prepare an “essay” of sorts applied to a problem in the workplace. Psychometric assessments – no matter what size organization, there are assessment tools that can help you find out more about the character of each candidate. There are assessments that will help to determine work habits, absenteeism, the potential of theft, and the level of customer service. Most of these are inexpensive, they are all online and don’t require special training. Reference checking – this is often another neglected part of the recruitment process. Ask each candidate for three references including a former boss, someone he/ she worked with and someone else who can vouch for character. Ask the referee the same questions that you did with the candidate. This verifies the candidate’s responses and gives you more assurance that the selected candidate is the right one. Job offer – this is another area where managers often make a mistake in the recruitment process. They make the job offer verbally but forget to follow up with an employment agreement and to ensure the candidate signs the agreement. An employment agreement is critical to ensure the candidate understands work hours, pay scale, vacation, reporting structure and all other elements of the workplace. New orientation and training – recruitment doesn’t end with the first day on the job. Avoiding turnover at this point requires good orientation and ongoing training. No matter how simple or complex the job, the new employee has a lot to learn. Document, document, document – with so many individuals turning to the legal system to seek justice, it is absolutely critical that the manager document every step of the recruitment process. After all, if a complaint of discrimination in an interview occurs, you will be asked to prove appropriate tactics each and every step of the way. This is especially true with respect to the nature of the interview questions asked of each candidate and comments that were made during the process.

About the author: Barbara J. Bowes is president of Legacy Bowes Group and is an author, columnist, professional speaker, executive coach and career consultant. She can be reached at barb@legacybowes.com.

FORECOURT 24

By Ed Kammerer

IN S IG H TS

Take Advantage of Composite Covers

Manhole covers, which provide access to underground fuelstorage tanks, may appear to be simple, straightforward components on the forecourt, but closer investigation reveals that they are anything but that.

In fact, considerations regarding health and safety, aesthetics, materials of construction and the atmospheric conditions in which they are used play a prominent role as the access cover has evolved over the years. Traditional access covers were usually made of metal, but steel covers were found to have a number of inherent drawbacks for the site operator. Among them are: • Heavy Weight – makes them hard to remove and can lead to site-personnel injuries • High Maintenance – they will rust and corrode, necessitating the need for repainting, etc.

• Permanent Set – over time the lid deflects and maintains a “bowl shape” • Slip Hazard – steel covers become very slippery when wet or with ice An initial solution to these concerns was found in the creation of smaller steel access covers that were easier to handle and maneuver, which resulted in a reduction in injuries. However, in Canada especially, the drawbacks regarding corrosion and expansion remained even with the smaller steel covers. Winter weather conditions require the use of salt to keep the forecourt clear of ice and snow. This results in the inevitable corrosion of the steel, while extreme cold

CONVENIENCE & CARWASH CANADA

temperatures lead to expansion of steel access covers. Acceptance of Composites

In Canada specifically, composite covers are being used in roughly 70% of forecourt installations and at fueling sites from the country’s southern border all the way to the Arctic Circle.

Recognizing the shortcomings of steel covers, the industry has experienced growing acceptance of access covers that are constructed of highly engineered glass-reinforced plastic (GRP) composites. These covers weigh only one-third that of its steel counterparts, while maintaining a strength-to-weight ratio that allows them to absorb the abuse that occurs on the forecourt. Also, composite covers don’t corrode when exposed to the elements and have a low coefficient of expansion. Therefore, the shape of composite covers is not affected as weather conditions change. In addition, they can be manufactured in any color that the forecourt operator requires with no need for additional painting or upkeep, which helps achieve consistent branding at the site. Non-slip materials and tread patterns can be molded into the cover to resist slipping of people or skidding of vehicle tires. Composite covers were an immediate hit with operators in the petroleum- and convenience-retailing

industries. Almost 90% of large diameter covers (those 36 inches and up) found on the forecourt are now made of composite materials, with more than half of all other access covers constructed of composites. In Canada specifically, composite covers are being used in roughly 70% of forecourt installations and at fueling sites from the country’s southern border all the way to the Arctic Circle. Continued Improvements

A noteworthy advancement in recent years in the design of the access cover and spill containment has been the addition of composite materials to the multiport system. A multiport system has two small composite spill containment covers located on a larger composite cover. The smaller covers can be removed in seconds, which allows easy access and quick connection of hoses to fuel-delivery and vaporrecovery piping. Water intrusion was a big issue with the original steel multiport designs. Composite multiport systems are engineered to prevent water intrusion into the fueling system, which is a critical consideration for the operators of retail and commercial fuel sites.

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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.

CONVENIENCE & CARWASH CANADA

By Brenda Jane Johnstone

University Students - A Loyal and Growing Customer Segment for Convenience Stores

WHAT YOU NEED TO KNOW TO KEEP THEM COMING BACK

The students we surveyed told us they wanted healthy products; vitamin waters and protein bars. They also want more vegetarian and vegan options including ready– to-go meals and sandwiches.

Loyalty: faithfulness, allegiance, constancy, fidelity, devotion, trustworthiness, reliability, dependability, steadfastness. Who wouldn’t want to have this quality? Loyalty is something that you, the local convenience store operator, petroleum site and carwash operator, should strive for. You should implore your staff to stand proud, emit this quality at all cost because at the end of the day when you offer the above listed qualities, you and your staff enjoy the loyalty of your customers. And we all know that when you have loyal customers your business thrives. University students are some of the most loyal customers a retailer can have. So, what keeps them coming back to their favourite c-store or carwash? To find out, Convenience & Carwash Canada staff reached out to university students from across the country to ask them about their buying habits – including why they visited a particular store, what made them come back and if they could find certain products in that store, what would it (they) be?

Have you ever wondered why you don’t see university students frequenting your store often and why your competitor across the street has a steady stream of these regular customers, with money to spend, visiting them daily? Maybe you aren’t offering the right kind of food? Or perhaps your products aren’t the right mix of healthy and new, either way, you’re missing out on a large percentage of the population. We interviewed university students across the country and asked them this, “what do you want?” “What keeps you going back to the same convenience store day after day?” Here’s a look at what keeps these health and price conscious consumers coming back and how you can capitalize and increase sales in your store. The week before exams is a harrowing time in the life of a student and the last thing they want to do is travel to a large grocery store to buy snacks. The students we surveyed told us they wanted healthy products; vitamin waters and protein bars. They also want more vegetarian and vegan options including ready–to-go meals and sandwiches. Many stores have already

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Here are some student statistics gathered by Peninsula Co-Op for their student study.

CONVENIENCE & CARWASH CANADA

What is your favourite item in a convenience store? Responses

Product

Chips

Packaged Drinks

Big Cool

Candy

Healthier Choice

Chocolate

Coffee / HC

Other

Gum

Ice Cream

N/A

196

Total Responses

Do you read nutrition labels? AGE

Yes

7 -11 years 12-14 years

15-18 years

19 + years

(67%) 132

(33%) 65

Total

What are you most concerned with? AGE

Sugars

7-11

12-14

15-18

19 +

76 39%

31 16%

18 9%

9 5%

Total

Fats Sodium Carbs None

All

55 8 28% 4%

Students don’t want to go to a grocery store; they want to come to your store. They want to run in and grab a quick meal and this includes Kraft Dinner.

jumped on this bandwagon and have a set display of healthier options that include items not traditionally found in a convenience store. Perhaps a better means of increasing sales in this category is to move it forward to an impulse buy section that offers a wider range of healthier selections during peak university, college and even high school exam times, much like you would during holiday weekends. The popular weekend products that students like, are not surprisingly, the same across the country. They want soft drinks, ice and disposable drink cups that are readily available. Even in this health-conscious world we’re living in, weekend product needs for university students still include tobacco and flavoured cigars. It’s hard to promote these products so train your staff to identify their student customers and up-sell to them. Ask the students, “Do you need chips with that bottle of soda?” “Do you need ice for those drinks, or maybe you need some snacks”. It’s easier to up-sell customers when purchases like chips, ice or soft drinks look like they are for a get-together. A well-trained cashier is worth the money. Take time to teach them how to sell and not just take the money, have your cashiers talk to their customers, learn something about them and ask them questions. The only way you’ll learn about your customer is to know your customer. Students were very clear on food products. They want real food, lunch meats, fresh bread, fruit and salad. Essentially these students don’t want to go to a grocery store; they want to come to your store.

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They want to run in and grab a quick meal and this includes Kraft Dinner – yes you heard me right. I guess even after all of these years it’s still a staple in a student’s diet. In some areas of the country students must purchase garbage tags. If your store happens to be in one of these areas, make sure you offer them. The more items you can offer to students the more often they’ll come in. Learn their names and ask them directly “what do you want?” Offer a poll at the front counter and an invite to Like you on Facebook for a chance to win a prize. Why not increase your Facebook traffic while offering a special in-store. The more traffic, the more sales. The more sales, the more traffic. A few items that were requested by the students were confection and healthy snacks. They want the regular confection products like chocolate bars, but they also want the kid type of product like sours, penny candy and new products. Students want chips and popcorn too. Don’t forget these tried and

Do you want to keep students coming back again and again? Keep your store sparkling clean and your staff happy.

true products. Does your store offer technology products such as phone chargers, cables, plugs, etc.? If you don’t carry these products and want to capitalize on the local student population you just might want to call your local distributor and get your display setup in time for the season. What surprised us when we spoke with the students, was that most of them responded to the question of what keeps them coming back to their favourite convenience store. Overwhelmingly, their comments included “a friendly staff, a brightly lit site, both inside and out and a clean store”. Remember our article on the importance of site cleanliness last year? Clean bathrooms really matter to customers. Do you want to keep students coming back again and again? Keep your store sparkling clean and your staff happy. A happy staff is a friendly staff and a friendly staff helps keep that loyal customer coming back.

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

JANUARY/FEBRUARY

What surprised us when we spoke with the students, was that most of them responded to the question of what keeps them coming back to their favourite convenience store. Overwhelmingly, their comments included “a friendly staff, a brightly lit site, both inside and out and a clean store”.

Investing in your student employees is equally as important as investing your time and energy finding out what your student customers want. Peninsula Co-op offers a Students Awards Program for their staff and another for the graduating high school students in their area.

Our poll indicated that students know what they want, they know where to get it and they will become a loyal customer of your store if you provide what they want. Peninsula Co-Op on Vancouver Island understands that knowing your customer is crucial to building loyalty. Recently, they opened a new store in Sidney next to a Middle School and a short walk from a High School. A F’real milkshake machine was placed into the store because they knew that the teen demographic liked them. “The new store was opened on a Wednesday and by Friday the F’real product was sold out. An 8 head FCB (frozen carbonated beverage machine) was also installed because the middle school demographic (Tweens) would demand it,” states Tom Humphreys, petroleum operations manager of Peninsula Co-op. Humphrey’s told us that the same can be said for energy drinks, phone accessories, and salty snacks, operators must pay attention to buying habits and make sure they have what students are looking for. Investing in your student employees is equally as important as investing your time and energy finding out what your student customers want. Peninsula Co-op offers a Students Awards Program for their staff and another for the graduating high school students in their area.

Colleen Sparrow, community relations assistant for Peninsula Co-op explains, “So far in 2016 we have awarded 46 different employees with $32,933 in student awards. Some of our managers and assistant managers are in their early 20’s and not planning to pursue a career with Peninsula Co-op long term. The Peninsula Co-op management team know that High School and University students are the future home owners and parents who will make up our communities and that talking to your young customers will help secure their loyalty at an early age and set retailers up well for the future. They will be moving on to law enforcement, engineering, nursing, athletic therapy or the family business. While they are working with us we actively support and invest in their growth and development, to build their skill set to assist them in transitioning into their intended career. We take pride in this and do so with full knowledge and understanding that they will one day move on.” She adds that they have awarded $15,000 in scholarships to local graduating high school students. A program they have been running for the last 29 years. While the younger customer may seem inconsequential to some, remember that many students are spending their hard earned money and they are very selective about what they spend it on – and where they spend it.

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Catch the Jetz Wave Innovation, strong branding and a customer-centric environment make this Lethbridge carwash a destination point.

By Eva Chambers

Starting any new business can be an exciting prospect for a group of talented and creative entrepreneurs. Opening a new carwash in Lethbridge can be especially challenging with frigid Alberta winters to consider. The sub-zero, unforgiving temperatures in the area call for careful planning and management of a new carwash. Since their When the owners of Jetz Car Wash envisioned grand opening their business, they not only planned for a statein July 2016, of-the-art facility, they wanted to create a friendly the Jetz team and lively atmosphere, staffed by enthusiastic and has successfully customer-centric employees. Since their grand processed opening in July 2016, the Jetz team has successfully thousands of processed thousands of vehicles through their new vehicles through wash and the positive customer reviews indicate their new wash that this business is set for success. So, what makes a carwash like Jetz stand out and the positive customer reviews from the rest? It begins by taking the time to indicate that this carefully consider every detail of a new business. business is set for The first step to opening a successful carwash is success. fully understanding the customer demographics and needs of an area. That’s exactly what the Jetz team did two years ago, as they were planning for their new carwash. To help them finalize their list of products and services, they spoke to other carwash owners in the area and visited their sites. They used that experience to help them understand what customer needs were not being met in the area. Partners, Cliff & Darci Campbell, Matthew & Lily Sherwood and Dallas & Katrina Harty, then designed a carwash that would exceed the usual customer expectations.

Branding That Inspires

One of the ways these savvy business partners decided to differentiate the Jetz Car Wash was with a creative branding strategy, one that seamlessly carries the look and feel of the brand to products and services the facility. When they branded their wash as Jetz Car Wash, they designed a logo with a surging wave that replaces the “J” to create a clean flowing image. The Jetz logo is the foundation of their branding strategy and depicts a fresh look using water and waves to communicate the various services offered. Jetz offers four wash packages, the Green Rush for those in a hurry, the Blue Surge, Power Surf and of course the ultimate Tidal Wave. Additionally, their website communicates the brand’s values with slogans that include “Clean technology meets eco-friendly products” and “Catch the wave with Jetz Car Wash”. “We created a clean looking brand that evoked the idea of water, and spent a lot of time on our logo and then built everything around that,” says owner Darci Campbell. “We have ensured that everything is well labelled, and it has all been branded from the signage outside to all of the signage inside. We are constantly asked if Jetz is a franchise, which we take as the highest compliment.” The Best Carwash Equipment and Technology

With a keen eye for innovation, the Jetz design team wanted to incorporate the best carwash technologies, especially ones that move clients through the wash

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CONVENIENCE & CARWASH CANADA

bays efficiently with a high-quality result. The site features high-tech computer-controlled equipment, eco-friendly detergents and high pressure touchless wash bays. Customers don’t have to wait long to get their cars washed because Jetz has several self-serve bays and two automatics. Working with Wastech Vehicle Wash Systems of Calgary, they installed two touchless automatics using the latest technology in whole-car clean. This equipment also provides quick turnaround times for busy customers. Owner Cliff Campbell explains, “It was important to us that we use top of the line equipment provided by an experienced carwash equipment supplier. We wanted to ensure that our water was hot and we had excellent pressure. Our automatics are Razor touchless and our manual wand bays were all manufactured by Washtech of Calgary.” Washtech’s self-serve pump modules include CAT Model Pumps, 3-Phase Baldor Motors and a prewired control centre. The self-serve systems have versatility with reliable performance and minimal down time. The system delivers 1600PSI, as well as a ramp-up and ramp-down feature to reduce wear on motors and pumps. Jetz’s brushes have natural hair bristles that are gentle yet efficient in scrubbing off dirt. Colour-coded product lines facilitate easy identification, and a custom designed coin box suits the site’s design. Customers appreciate the bright and easy-to-follow display as well as the assortment of wash choices. Jetz’s two automatics are equipped with Razor touchless washes. The Razor has a proven design that allows for easy installation and upkeep. Customers find the automatic wash easy to navigate and like that it works so well without ever touching their vehicle. “We have even had a $160,0000 Aston Martin go through our automatic wash, and the owner was ecstatic with the result — especially for those times he didn’t want to hand wash his baby!” says Darci Campbell. The Jetz team chose to work with Washtech because they had the largest parts inventory in Calgary,

and boast a combined over 75-year knowledge base in the industry. “Washtech provided support right from the development and planning stage, along with budgetary and performance data,” explains owner Cliff Campbell. They have continuously shared their in-depth knowledge of building design and ensured a seamless and efficient installation. Their unsurpassed technical expertise and around the clock support since the carwash opened, has proven to be invaluable to the Jetz Car Wash management team. Carwash doors for the site were manufactured by Steel-Craft in Edmonton and installed by Lethbridge Door Systems. Since Jetz wanted doors that would stand up to all the elements, they used doors made of Canadian steel by a local manufacturer. Having fourteen doors that need to function reliably in a wet environment and in all kinds of weather is challenging. Therefore, working with a local door company who understands the conditions in Lethbridge and is known for excellent customer service, was important. The owners of Jetz Car Wash find that working with the best equipment suppliers in the area keeps their operation running smoothly and provides customers with an excellent carwash. Creating Community on Social Media

Maintaining an active and responsive social media presence can be time consuming and even expensive, but it has been worth the effort for Jetz Car Wash. Employee Kelly Cheshire engages with their social media community by managing online customer relations. This has been an important element of Jetz’s growing social media presence. While creating enough online marketing content can be a troublesome area for a small business, the Jetz team frequently update their social media with a variety of engaging campaigns, contests and even customer testimonials. “People have really responded well to our social media efforts and you can visit our Facebook page to see all of our reviews,” notes Darci Campbell. “We also have an Instagram account and try to post fresh content weekly.” Darci adds that

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many customers have responded positively to the contests. In addition to social media, they run radio ads, advertise on digital billboards and have even hosted a successful grand opening event to build awareness. A Carwash Experience that has People Dancing in the Bays

Providing an excellent customer experience means understanding and reacting to their needs and even exceeding their expectations. Building design has always been a key tenet of an inviting carwash. Therefore, Jetz provides a safe, well-lit environment with ample room to move comfortably around vehicles in the bays. Customers can even enjoy washing their cars while listening to their favorite tunes—some have even been spotted dancing in the bays. Payment is easy and convenient as Jetz accepts credit cards and coins in all the bays. Not all carwashes in the area accept credit cards as payment. If carwash users need assistance, Jetz has a staff person on hand to answer any questions.

Something for Everyone — Even the Family Pet

The Jetz Carwash was designed to be an exceptional experience that can make washing a car seem like fun instead of hard work. Children also enjoy coming to the carwash with their parents because they receive balloons and other treats. Pet owners have commented that the Jetz team have thought of everything, especially when a staff member hands them a biscuit for their dog. So even pets love to visit the wash. These valueadded extras are the trademark of a business whose management and staff keep the focus on customer satisfaction every day. Stop by the next time you’re in the Lethbridge area and catch the Jetz wave.

Jetz Car Wash is located at 125 Sunridge Road West Lethbridge, Alberta. Phone 403-942-7977 www.facebook.com/JetzLethbridge www.instagram.com/jetzcarwash/ www.jetzcarwash.com/

403.243.1312

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By Eva Chambers

Sweet Innovations for Changing Consumer Preferences Innovation is at the core of any successful industry and confectionery companies are always creating new products to satisfy changing customer tastes. Just visit a local convenience store and you’ll see a variety of candies, chocolates, sours and many other favourites. These popular items are usually highly visible near the front counter area where they’re easy to see and purchase on an impulse. You may also notice that retailers are frequently updating their product selections to make sure they are staying up to date with seasonal items and new offerings. Confectionery is an attractive profit centre for most convenience store operators, and it’s important for them to understand how customer preferences are changing. Two key factors that are affecting the consumption of candy include an aging population that is simply not consuming as much product as they did in the past, and a significant consumer shift toward healthier, more natural options. Many convenience store foodservice providers have quickly moved toward offering more natural products and the same is necessary for confectionery brands. We asked leading confectionery companies to comment on changing consumer preferences and how this impacts their product strate-

gies. From their responses, we understand they are working hard to keep up with customer demands in innovative and creative ways. Jack Scholtens, president of Scholtens Inc., notes, “More and more consumers are looking for wholesome foods, in wholesome formats, “more taste, less waste”. Cottage Country products offer the widest assortment of candies, nuts and trail mixes in the most hygiene format and yet the least “landfill unfriendly” packaging.” Cottage Country by Scholtens Family Products is a fourth generation candy company. They source from all the best quality manufacturers—with a focus on keeping products fresh. One of the factors of their success is having products that meet the needs of all ages. Candy lovers are always looking for creative and colourful options that stand out. That’s why novelty candy products are growing in popularity. Leese Enterprises International Inc., offers a wide variety of innovative food products that meet candy lovers’ needs for creative options. Their focus is to license the most popular character properties and consumable brands to provide customers with the best products possible. “We recently launched a line of Decorated Lollipop Rings that are very popular. Each

CONVENIENCE & CARWASH CANADA

Jack Scholtens, president of Scholtens Inc., notes, “More and more consumers are looking for wholesome foods, in wholesome formats, “more taste, less waste”

ring features a detailed design of popular licensed characters from properties such as Finding Dory, Disney Princess, Avengers and Justice League. This product is offered in a single unit counter display or a 3-pack peg bag,” said Michael Leese, president of Leese Enterprises. Leese’s Pop Ups™ line features a lever that opens and closes a cover to reveal a lollipop inside. Michael Leese adds, “We offer a full range of popular character licenses available in a single unit counter display format and a peggable blister pack format.” Leese is also seeing a trend towards “better for you” offerings. Each 21g bag in their line of Welch’s Apple Chips contains 1½ apples that offer

satisfying crunch and flavour, making it a great option for busy consumers. “There is also a major trend towards sharing which influenced our line of Welch’s PB&J Trail Mix available in a re-sealable stand-up pouch and a single serving format. The snack mix features a mix of nuts and dried fruit and is offered in two flavours: Strawberry and Grape,” notes Leese. As confectionery distributors and marketers look to improve and enhance their offerings, some are importing products from across the world. This adds more variety, flavours and colours to the Canadian confectionery market. Aisha Jisri, marketing ad-

ministrator for Exclusive Brands, says the company will be launching several new products for early 2017 including Exclusive Brands Mints in two flavours: Spearmint & Peppermint in two formats: Peg Bags & Flow Wraps, several confectionery and novelty SKUs: Wacky Monkey, Quick Blast, Yoyo Mania, Gyro Pop, Lollipop Marker, Kiss & Tongue Pop Tower, Thumbs up Sour Dipper Tower and others. There will also be Sixlets Peg Bags that come in four different assortments: Camo Girl/Classic Camo/Fruity/Princess. Jisri adds, “Customers love our products because we offer price competitive, unique products that offer better value versus the competition.

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We are constantly striving to improve this growing trend through innovative As you can see these leading brands and enhance brands we carry year over offerings. While innovation is important, pay careful attention to new market reyear. We analyze the market and provide we also know the importance of main- search about their customers and have consumers with what they are looking taining a healthy base business. We will responded with a variety of sweet infor; a more modern touch that will at- continue to invest in our core brands and novations. Today’s health-minded contract the new generations.” powerful offerings.” He adds that across sumers, an aging population, and social Continually offering new products in their portfolio, they meet the needs of trends that promote sharing smaller the competitive confectionery market is consumers – from fresh breath with Ex- bites of candy are the focus of product a key success factor for these companies. cel gum or mints or a treat with Skittles innovation both in sugar and chocolate Over the past year, Exclusive Brands has – offering a little something to fit within confectionery markets. launched over 30 SKUs, and they target the variety of needs and interests. all age groups and genders with their creative offerings. It is important for retailers to carry products for all the cusjackcashatm.com tomer types that visit their stores. This means companies have to conJAKE KENNERD stantly invest in product development. Wrigley, a recognized leader in confecp 204 801 0475 tions, is investing in the category and Convenience for your customers, 489 6038 f 204 revenue bringing exciting innovations to the Extra for your business jakekennerd@jackcashatm.com market. They are kicking off 2017 with the launch of Starburst Gummies, a new jackcashatm.com format offering. YOUR CASH MACHINE OPERATORS “Consumers are looking for permisConvenience stores, pubs, nightclubs, hotels, restaurants, lobbies, special events, and more! sible treats, and the addition of gumAny high traffic business is improved with a JACKCASH ATM! As a locally operated mies make snacking easy, thanks to company we are commited to fast, dependable service. JACKCASH will tailor an ATM the “pop-able” approach,” notes John package to suit your needs. Gladiator, vp of sales and sales strategy at Wrigley Canada. “We know that our Our services include: customers are trending towards bite◆ Free ATM installation - machine included at zero cost to you sized treats, and we want to deliver on ◆ No monthly fees

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Chocolate Pouches, Bags and Tablets are Set for Fast Growth While we were unable to obtain input for this article from the leading Canadian chocolate companies, we received invaluable insight from market research firm, Euromonitor International. They provided us with important information from their July 2016 report Chocolate Confectionery in Canada. Here are some key points from their research convenience store operators need to know about. Their research reflects the kind of changes confectionery companies are implementing to address changing customer needs. Much of the innovation that is leading growth in the chocolate confectionery market involves fresh packaging. Here are some points from the Euromonitor report.

• Among all of chocolate confectionery, pouches and bags and tablets are set for the fastest growth of 6% and 5% respectively in 2016. Seasonal chocolate confectionery retail value sales rise 1% in value terms.

• Demand for organic chocolate confectionery is set to increase, nevertheless remaining a niche within chocolate. As organic food increasingly becomes a greater part of a healthy lifestyle, a growing number of consumers adopt organic chocolate as an accompaniment to organic milk, cheese and other produce.

• This movement towards better-quality foods which are free from unhealthy ingredients gains more and more traction each year. Organic chocolate fits well into the healthy indulgence needs of many consumers according to our trade sources.”

If you would like to learn more about this report or other Euromonitor International Insights, visit www. http://blog.euromonitor.com/?s=confectionery. This blog offers updates on some of the major chocolate brands in Canada as well. Or visit www.euromonitor.com.

JANUARY/FEBRUARY

What’s New

Wayne Receives Payment Card Industry PIN Transaction Security (PCI PTS) Version 4.1 Certification Wayne Fueling Systems (“Wayne”), a part of Dover Fueling Solutions (“DFS”) and a global provider of fuel dispensing, payment, automation, and control technologies for retail and commercial fuel stations, announced today that its iX Pay™ secure payment solution has obtained Payment Card Industry PIN Transaction Security (PCI PTS) version 4.1 certification for Encrypting PIN Pad (EPP) keypad devices. The PCI PTS 4.1-compliant iX Pay secure payment solution helps protect consumers and retailers from increasingly sophisticated data fraud methods. It also provides industry-leading equipment investment protection by offering compliance through 2023 and beyond. The iX Pay secure payment module (SPM) keypad first achieved PCI certification back in 2007 as the world’s first device meeting the PTS 2.0 requirements, and again in 2010 as the world’s first PTS 3.0 certified device. Having this same device now meet the PTS 4.1 requirements, speaks to the payment security thought leadership at Wayne and goal to provide unparalleled investment protecting security solutions for their customers. “The longevity of the iX Pay secure payment

solution to meet ever increasing requirements illustrates the commitment Wayne has to helping petroleum retailers protect their customers and businesses from payment card fraud on their forecourt,” said Bill Reichhold, Vice President and General Manager of North America for DFS. The latest PTS certification sets the foundation for the SPM keypad to be part of Wayne’s forthcoming PCI point-to-point encryption (P2PE) solution on the iX Pay platform introduced nearly 10 years ago. Wayne has accomplished this without any changes to the hardware since the iX Pay solution and SPM were introduced in 2007 with PCI 2.0, which means Wayne is able to ship dispensers with the same SPM pin pad as is being used today and still be PCI PTS 4.1 compliant and certified until 2023. With PCI PTS 2.0 expiring in April 2017 and PCI PTS 3.0 expiring in 2020, Wayne customers can rest assured that they are provided with the latest secure, compliant and future-proof solutions. For more information about the iX Pay secure payment platform and other Wayne products and solutions, visit www.wayne.com.

Since 1924

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CONVENIENCE & CARWASH CANADA

OPW Celebrates 20 Years of Flexible Piping Success with Arkema WEBCO/LSI Appoints MI Petro Construction & Supply Inc. as Distributor WEBCO/LSI LED LIGHTING CANADA is pleased to announce the appointment of MI Petro Construction & Supply Inc. as their distributor for all Western Provinces for all Webco and LSI LED lighting products and technologies. MI Petro has over 30 years’ experience in the retail petroleum and c-store market with design, supply and install. They are the perfect partner for all the WEBCO/LSI products and exciting new technologies. Webco/LSI is a leader in retail petro/c-store and carwash LED lighting across Canada and welcome this partnership with MI Petro as it will allow customers to realize the full potential in this market. Webco/LSI are not only lighting specialists but also now offer, LED signage, graphics, colour- changing “COLOURWASH”, and wireless remote technology which ties into corporate apps and iPhones, as well as electronic tags for retail cost on store display shelves and much more. Please contact your local MI Petro representative for more information on all these exciting LED products and new technologies. Don’t miss out on leading edge products to enhance your clients market experience.

Since 1924

P.D. McLAREN LIMITED

Cleaning Cars Across Canada

Automotive Cleaning Solutions

Burnaby 604-437-0616 Calgary 403-287-1633

Burnaby Toronto 604-437-0616 905-428-8403 Burnaby 604-437-0616 Calgary 403-287-1633 Montreal 514-791-6398 Calgary 403-287-1633

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OPW, a Dover company (NYSE: DOV) and a global leader in fluid handling solutions, announced today that it is kicking off the 20th anniversary of manufacturing flexible fuel transfer pipe for the retail petroleum industry. OPW and Arkema teamed up in 1996 to create the innovative pipe, PISCES, that was released for commercial use in early 1997. PISCES was borne out of the need for a more environmentally secure pipe solution. Flex pipe offered a unique joint-less solution. This led to the introduction of PISCES by OPW. Then in 2007, as new requirements were issued by UL Laboratories for flexible fuel pipe and as technology in thermoplastics advanced, OPW moved its pipe manufacturing to Smithfield, NC and launched it Next Generation flexible fuel pipe called FlexWorks. Both, PISCES and FlexWorks, combined the engineering and manufacturing expertise of OPW with the science, chemistry and advanced plastics knowledge of Arkema. Arkema is a leading provider of polymer-based solutions such as Kynar® PVDF, a key ingredient at the heart of FlexWorks and PISCES. Kynar PVDF has a proven 50-year track record of successfully handling the most demanding chemical applications. “OPW’s flexible fuel pipe success can be attributed to two primary things: use of the very best materials such as Kynar PVDF and the bonding of all material layers in its design and construction,” said Ed Kammerer, OPW Director of Global Product Management. “From there, everything else falls into place. From the superior environmental benefits to its amazing economic advantage. What began 20 years ago as an idea by OPW was developed into the clear industry leader with the support of Arkema and its Kynar PVDF technology.” To learn more about the environmental and economic benefits of FlexWorks flexible fuel transfer pipe, please visit www.opwglobal.com or contact your local OPW Distributor or call OPW Customer Service at (800) 422-2525. Some of the Best Things in Life Do Come in Small Packets: Li’l Honeys Packets! Bee Maid’s Li’l Honeys single serve packets have proven to be an efficient solution to messy bottles in the Food Service segment. Li’l Honeys is the only single serve packet using 100% Pure Canadian honey in a hygienic, easy-to-use teaspoon size. Introducing the new dispenser format containing 120 packets “bundled” in an attractive, individually-wrapped box featuring a self-dispensing tab. Li’l Honeys 120 dispenser offers better control in distribution points making order cycles more predictable and cost effective. Ideal for hot beverage stations, this new product is now available at Core-Mark and Vending Products Canada. For information, please contact jeffshevchuk@beemaid.com

JANUARY/FEBRUARY

LSI Graphic Solutions adds Hickert in National Sales Manager Role

Rubicon Introduces its “No Sugar Added” Range Rubicon, the No. 1 Exotic Juice brand in Canada and the UK with over 30 years of heritage has introduced its “No Sugar Added” Range. Our new 100% juice blend encompasses our signature flavours at their best with this new refreshing blend that is ready to drink, enjoy and transport you to a more exotic place wherever you are! Enjoy exotic flavours like Mango, Guava, Lychee, Pomegranate, Soursop and Passion Fruit. The exciting range is currently available in 1 Litre and 200mL pack sizes in the International aisle of leading chains like Loblaws, Sobeys and Highland Farms. For more information, please contact info@rubiconexotic.ca.

LSI Industries Inc. has added Eric Hickert as a National Sales Manager to take on business development responsibility and to aid in the further growth of the LSI Graphics Segment. Hickert joins LSI Industries with 16+ years of experience in the lighting industry where he has demonstrated and provided expertise in sales, marketing, sales management and project management. His previous roles including Regional Sales Manager, National Account Manager, Consumer Sales Manager and North American Sales Manager for several top tier lighting manufacturers has provided him with a solid foundation for the development and success of his newly appointed role with LSI. Corporate Vice President Buddy Mayo commented, “We are proud to have Eric join our business development team as National Sales Manager. Eric has a fantastic track record working with major retailers and has a thorough understanding of what it takes to be successful in this arena. His experience with GE and Sloan LED’s and his ability to leverage technology into LSI’s graphics offering, provide us with yet another competitive advantage in the retail arena.” For more information visit www.lsi-industries.com

•

Team•

AD INDEX BeeMaid Honey Limited...............................39 Bulloch Technologies Inc.............................30 CoreMark Int’l....................................... IFC, 20 Dover Corporation.................................... OBC Erie Brush & Mfg Corp.................................12 Gourmet Chips...........................................IBC Innovative Control Systems.......................... 31 Istobal ......................................................... 11 P.D. McLaren/Istobal...................................45 Jack Cash ATM............................................42 NACDA.........................................................15 North Shore Tobacco...................................26 Oasis Car Wash Systems.............................36 OPW Retail Fueling......................................25 P.D. McLaren Limited..................................44 P.D. McLaren/PECO ................................... 41 PEI..................................................................6 Proto-Vest Inc...............................................33 Distribution Regitan......................................28 Scholtens Inc................................................ 41 Specialty Beverage Solutions...................... 21 Tanknology Canada Inc. a division of Englobe......................................8 United Distribution Network......................... 17 Washworld, Inc.............................................34 Washtech Vehicle Wash Systems................39 Western Refrigeration & Beverage Equipement Ltd............................................22 White Castle Food Products.........................14 WPMA...........................................................46

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Goal

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