Conv&Carwash May_June 2013 by edge advertising

MAY | JUNE 2013

캐나다 한인 상공 실업인 총연합회보 U.K.B.A C.C.I.C

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

Healthy Snacking – Changing attitudes push good-for-you product selection

건강한 스낵-고객의 사고 방식의 변화는 몸에 좋은 제품의 종류의 확대를 가져 온다

PM41670539

The West’s Peninsula Co-op has redefined its approach to retail making it a leader in product and service delivery

Going Green means good going for Canada’s C-stores

Still Smoking – The issues that surround tobacco continue to flame

Carwash Entry Doors

Category evolution coming to tobacco

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191 Attwell Drive, Unit 4, Toronto ON M9W 5Z2

Canadian Distributor for: NCR, Triton, Nautilus Hyosung

Contents Publisher Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Editor Kelly Gray editor@convenienceandcarwash.com Sales Kait Walker 416-493-3912 kwalker@convenienceandcarwash.com

Connecting to customers through social media.

Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Design and Production Doug Coates, Edge Advertising Keith House, Ad Production Editorial Advisory Board Bernie Comeau, Shell Canada David Hoy, Mid Island Co-Op Dave Watson, The Chamois & Convenience Store Ltd. Kim Hansen, MI Petro Scott Findlay, Core-Mark Contributing Writers Tim Campaigne Kelly Gray Josh Hart John Lofstock Jennifer Pedrizzettis Sean Sportun Circulation James Gordon subscriptions@convenienceandcarwash.com

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

FEATURES 5 Strength on Numbers: The Canadian Convenience Stores Association continues to push the envelope on several fronts leading up to the AGM June 17 in Toronto 6 Category evolution comes to tobacco with smokeless products expected to hit $1 billion in US sales this year 9 Turning Evironmental challenges into business opportunities Going green in business has never made more dollars and sense 13 More to the Door Carwash entry doors may seem like an easy selection, but we discover there is a lot to consider 21 Redefining Convenience Peninsula Co-op has made its name by exceeding customer expectations with a new approach to retail 25 Over the past ten years, social media has revolutionized the way companies market their products and services. See how your peers are using Social media to stay on top of their customer’s needs 27 New public attitudes and demands, new product assortments, and willingness by retailers are making it easier to snack healthy and eat well on the go 35 Still Smoking The issues that surround tobacco continue to flame, but solid inroads by Convenience industry trade groups have Government listening 4 UP-COMING EVENTS 46 WHAT’S NEW

CONVENIENCE & CARWASH CANADA

Publisher’s Message

Upcoming Events May 6 – 10, 2012 NACSTECH Hilton Anatole Hotel Dallas, Texas www.Nacsonline.com

Happy Spring? Not sure about that. It’s now past mid April and the temperature hovers around freezing and there’s still snow, lots of snow on the ground. Our industry is used to planning for seasonal changes as we strive to stock shelves with those hot weather treats we all love. This year as the wind blows and the snow just keeps coming it’s very hard to stock up on frozen novelties when customers are looking for hot, warm comfort treats. Spring is here, really. This issue we offer you insight into Hanging Hardware and why it’s important to your petroleum site, a special article outlining the new retail approach Peninsula Co-Op on Vancouver Island offers customers, we offer information for carwash operators to offer a greener experience by instituting environmentally friendly products. Last issue we introduced you to the basics of Social Media and talked to some major retailers about what they were doing and how. This issue we’re expanding on this with discussions we had with small independent operators – proving no matter what size your store, you can always improve and offer customers a unique experience using your own Social Media avenue. Golf season is almost upon us and the Western Convenience Stores Association annual golf tournament is fast approaching. This year we have another sold out event and would like to thank all participants for your continued support of this event. Here’s to another great summer of hot weather, great golf and good business.

May 28, 2013 NACDA Ontario Golf Children’s Charity Golf Classic Eagles Nest Golf Club nacda@nacda.ca June 13, 2013 NACDA Maritimes Children’s Charity Golf Classic Fox Creek Golf Club nacda@nacda.ca July 4, 2013 WCSA 3rd Annual Golf Tournament Heather Glen Golf Country Club Calgary, AB wcsagolf@convenienceandcarwash.com 204-489-4215 September 11-12, 2013 Western Carwash Show San Diego, CA www.wcwa.org

Brenda Jane Johnstone Publisher

Please take a minute to visit the new Convenience & Carwash Website offering a fresh new look. We’d love to hear from you too, comments, additions you’d like to see on the site or anything else you’d like to speak with us about. www.convenienceandcarwash.com

4 May | June 2013

Convenience & Carwash Canada are pleased to announce that Jennifer Dawn has joined the company to manage advertising sales. Jennifer brings a wealth of experience including 13 years as the President/CEO of her own software company and nearly three years as an executive in the car wash industry. Jennifer joins Convenience & Carwash Canada to further develop and service the convenience, carwash and petroleum industries. Jennifer comments “I am excited to become part of a truly great publication and look forward to the challenge. I am fortunate to be joining such a respected company that prides itself on providing quality information and resources. Jennifer’s experience and industry knowledge has already made her a key addition to the Convenience & Carwash Canada team. I’m confident she will play a key role in providing superior service to our growing list of clients. superior service to our growing list of clients.”

By Kelly Gray

Strength in Numbers When it comes to Tobacco, the CCSA is moving forward to help protect not just store sales, but Canadian youth as well. According to Alex Scholten, the message is getting out that the CCSA is a professional partner in the tobacco challenge. “We have seen some very positive moves on the tobacco front,” he says. He mentions recent announcements from the federal government on how they plan to go after contraband, an issue that costs Canadians billions of dollars in lost tax revenue each year. Scholten reports that announcements such as a stiffening of the penalty to repeat offenders and a new 50-person RCMP force dedicated to contraband are positive indications the message is getting out. “ We are very encouraged by these moves. However, we would still like to see a multi-party group get together to look for a more broad approach that would seek solutions. The new 50-person RCMP task team and the increased penalty for repeat law offenders really treat the symptom rather than the problem itself. Our view is that the solutions will be found by looking to all stakeholders and jurisdictions for ideas.” More, Scholten remarks that the Beyond the Boarder federal action plan will see border posts such as Cornwall moved south. This has created concern especially in Ontario and Manitoba where legislators and law enforcement personnel are very concerned how this will play out for contraband tobacco in their provinces. The movement of the border in Cornwall, previously noted as ground zero in terms of contraband tobacco smuggling into Canada, essentially removes any Canada Border Agency blockade the Canadian government had in place for curtailing the illegal movement of cigarettes and tobacco. With the border moving south of the reserve, those that wish to make and transport contraband tobacco have no border to travel through on their way to Winnipeg or Thunder Bay with cheap illegal smokes. Scholten remarks that they are continuing to raise their concerns with government. In fact, he suggests that their efforts are not going unnoticed. For example, the recent government announcement regarding contraband came from two departments the CCSA had not been dealing with in the past. “This shows our messages are starting to break through and we are seen by government as a valued partner in the decision making process.” On another front the CCSA is inviting the trade to pencil in October 22-24 for this year’s State

of the Industry presentation. Held in Montreal, this is place where the numbers get crunched and issues get discussed. This year will be a little different as the CCSA is combining its efforts and this event with NACDA (National Convenience Stores Distributors Association–an organization made up of industry distributors) and NACDA’s annual Summit. The new event will be called the National Convenience Industry Summit (NCIS). For more information on this exciting joint effort, visit the event website at www.ccsasummit.ca. Now with CCSA and NACDA joining forces there promises to be an even broader presence at the annual event. “This affiliation is a work in progress,” says Mark Fortin, Outgoing President NACDA. “The idea from the start was to create market improvements for the retailers and distributors. This affiliation is really a move back to basics and a way for us to centralize and speak with one voice. With the affiliation, all three sides- manufacturers, retailers and distributors can work together more closely for a better future. I see affiliation as a great thing for the industry.” According to Alex Scholten this move follows the successful affiliation of the four regional convenience store associations with the CCSA last year. “We have had extensive discussions with NACDA to see how we could also get together. Under the proposed affiliation, NACDA would operate as the equivalent of a fifth region (one that represents distributors) within the CCSA structure which would allow us to bring all stakeholders into the framework.” Scholten reports that they will formally vote on the affiliation on June 17 in Toronto at the CCSA’s annual general meeting. The State of the Industry will be the new formation’s first group activity. At the NCIS expect to discover the most all-inclusive package of information in the trade. For example, the CCSA State of the Industry report itself will be presented and discussed by some of the leading lights in the trade. The NCIS will expand upon that information and have presentations on industry trends, the future of products, and government relations concerns. New this year will be The Industry Business Exchange, offering an opportunity for retailers, distributors and vendors to to exchange ideas about how to improve sales. “Its all there at The NCIS. There is information that retailers, vendors and distributors can take to the bank not to mention vast networking opportunities. This is the place the industry gathers, so you should definitely plan to attend.”

CONVENIENCE & CARWASH CANADA

The Canadian Convenience Stores Association (CCSA) continues to push for positive change on a number of key issues. These extend from tobacco sales and the need for greater enforcement regarding contraband to the need for more insightful industry data and the need for a greater voice to bring the views of Canada’s 23,000 convenience retailers to the forefront.

By John Lofstock Editor, Convenience Store Decisions

South of the Border Shifting Smokers Spur Category Evolution As more cigarette buyers switch to smokeless and electronic tobacco products, convenience store retailers juggle SKUs to drive profit.

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Hailed by many as an emerging threat to the tobacco cigarette industry, electronic cigarettes have provided smokers with an alternative to traditional tobaccobased smoking. These battery-operated devices simulate the experience of traditional cigarette smoking by supplying the user with a nicotine delivery system, the appearance of smoke upon exhalation and the hand to mouth familiarity of smoking, while remaining free of the many harmful toxins found in traditional tobacco products. For 2012, according to Wells Fargo, ecigarette sales generated roughly $300 million at retail. But that number is expected to grow exponentially—developing into a $1 billion category as early as 2013 and offering gross margins comparable to traditional cigarettes, within a decade. While Wells Fargo’s figures didn’t differentiate between sales of disposable and rechargable e-cigarettes, one thing is for sure: the opportunity for new sales is boundless. “It’s a fairly new category, and that’s what I find so exciting,” said Bonnie Herzog, senior market analyst at Wells Fargo. “I’m making some pretty big predictions. I think it’s possible that consumption of e-cigarettes could surpass that of traditional cigarettes within the next decade.” The category got its biggest boost to date in April 2012 when Lorillard became the first of the big three tobacco companies to leap into the e-cigarette business with its acquisition of blu ecigs. RJ Reyn-

olds joined the fray several months later when it launched e-cigarette Vuse in limited test markets in Virginia and North Carolina. British American Tobacco announced in December that it had purchased CN Creative, which makes the Intellicig e-cigarette brand. Phillip Morris has repeatedly declined to discuss its plans for the e-cigarette category, but given the popularity of the products, it’s safe to say they are keen observers of the sales trends.

New Product Excitement

Convenience stores are a natural outlet for e-cigarettes. New products like NJOY Kings and Logic are garnering more and more retail space. Tedeschi Food Shops in Rockland, Mass., has been testing disposable and rechargeable e-cigarette brands at 15 of its 190 stores, and is also testing the refill cartridges. “I

believe electronic cigarettes and cigars are here to stay and will become more dominant as the year goes along,” said Stephen Monaco, director of purchasing for Tedeschi.

While e-cigarette use soars, tradition- hand, are offering flexibility where traal cigarettes—once the mighty margin ditional cigarette brands are not. “OTP maker for retailers—continue to face a manufacturers seem to want to do more, rocky road as the tobacco market shifts and are open to ways they can boost toward increasing consumer interest in their market share. That’s probably why moist smokeless, flavored cigars and they’re up,” Vercollone said, noting OTP electronic cigarettes. Customers are is up a whopping 17% at his stores. turning to these Big Business relatively newer toIndeed, cigarettes If there’s a bright bacco options, as continue to be the No. spot, it’s that the big either a substitute 1 category at Verc players like Reynolds for, or a suppleEnterprises—although and Altria have a stake ment to, traditional they accounted for 55% of in all the categories, cigarette use. While this trend sales three or four years said Andrea Myers, ago compared to just 45% e x e c u t i v e vice has incited pespresident of marketing today. But Vercollone simism about the Kocolene cigarette category’s expects the category to f o r Marketing LLC, the long-term potenremain at No. 1. Seymour, Ind.-based tial growth, many operator of 12 Fast c-store operators Max c-stores and 19 are looking at new opportunities in OTP as a silver lining— Smokers Host tobacco stores. “I think updating their planograms to incorpo- they will see what needs to be done and rate more smokeless and e-cigs, in order how space should be allocated. If and to evolve alongside the shape-shifting when the time comes when cigarettes category. But even as challenges and get less space, I think they will make that changes rattle retailers, the cigarette change.” Myers, like other retailers, has watched category is here to stay. as the stagnant economy continues to impact carton sales. “There may be Downward March “Cigarettes sales are going to keep more packs selling versus cartons, begoing down,” predicted Leo Vercollone, cause the price is so high. A carton of CEO of VERC Enterprises, the Marlboros is like $60 in Indiana. Where independent chain of 23 convenience consumers used to pick up a carton once stores, gasoline stations and car washes a week, now they might not have that throughout Massachusetts and New money on Monday, so they buy a pack or Hampshire. “It’s going to keep getting two, then come back Thursday or Friday and buy another.” harder.” Myers conceded that if her company After 30 years in the business, times have changed, Vercollone said. Taxes, operated only convenience stores, she regulations and smoking laws limiting might be more concerned about recent where cigarettes can be enjoyed by tobacco trends. “But we play so heavadult consumers, continue to put pres- ily in the tobacco outlet business that we’re not really seeing any loss of busisure on the category. One major issue impacting cigarettes, ness. We’re seeing a shift of business, and thus impacting Vercollone’s busi- where instead of buying two packs of ness, is a lack of manufacturer-driven cigarettes, somebody might be buying customer incentives to give the cat- a pack of cigarettes and an electronic egory some momentum. “It’s a whole cigar, because they can’t smoke them different business as far as the cigarette where they used to. Or they may pick up companies being willing to support us a pack of cigarettes and snus. Or they with back payments and allotments and might not be buying cigarettes at all; they might be buying roll your own.” deals and those things,” he said. Spotting those trends in the tobacco The OTP companies, on the other

outlets has allowed Myers and her colleagues to adjust their c-store sets to better meet demand. “If you don’t offer the electronic cigarettes, and you don’t offer the roll your own or snus—the alternatives—then yes, you could see the category deteriorate.”

OTP Opportunities

One of the ways Vercollone has chosen to compete is by getting more aggressive, devoting fewer displays to cigarettes and optimizing his opportunities with OTP. “It also continues to be a declining commodity, but not too bad in my stores,” he said. “I’m still running about 98% of tobacco sales, so I’m not really doing too bad. But if you took a snapshot of my displays today versus a year ago versus two years ago, you would see a change as to how space is allotted and how we promote to the customer.” Electronic cigarettes are also seeing strong sales throughout Vercollone’s cstore chain, which for him is a cue to get solidly behind the product. “We have educational training seminars for my managers and cashiers. It’s all related to how the OTP market is changing,” he said. An integral part of VERC training consists of product knowledge—teaching employees the difference between long cut and short cut and sweet and nonsweet, as well as the sizes of cigars and, of course, e-cigarettes. “We’re training them and our cashiers about a lot of the OTP products so we can educate our customers. A number of them are cigarette customers who are switching out. That’s the way it is, so that’s what we do.”

Still No. 1

But while cigarettes are obviously declining and consumers are trending toward other tobacco options, Vercollone is quick to acknowledge that cigarettes aren’t going anywhere anytime soon. The category is here to stay. “It is still my No. 1 category. We do really well with cigarettes. If you view my stores, you will find that cigarette customers look at my chain as a destination. We work with them, we promote with them and we dis-

CONVENIENCE & CARWASH CANADA

play them prominently.” Sales (Millions of Dollars) of E-cigarettes in the U.S., 2008-2013 Those same customers, however, 1200 have a burgeoning curiosity about ecigarettes. “They ask, ‘What is an e-cigaProjected rette? Do I replace cigarettes with cigars, 1000 chew or these new electronic products?’ I think they view us as being cigarette friendly, and so they’ll come to my store 800 even for OTP,” Vercollone said. Indeed, cigarettes continue to be the No. 1 category at Verc Enterprises—al- 600 though they accounted for 55% of sales three or four years ago compared to just 45% today. But Vercollone expects the 400 category to remain at No. 1. “We are not downgrading cigarettes,” 200 he emphasized. “We are still a major cigarette player.” Meanwhile, customers continue to tell 0 2008 2009 2010 2011 2012 2013 store personnel that they are interested in electronic cigarettes, Vercollone addSource: UBS, December 2012 ed. “At the end of the day electronic cigarettes are what we’re trying to go with.”

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8 May | June 2013

4/22/13 8:21 AM

By Jennifer Pedrezzittis

Turn Environmental Issues into Smart Business Choices

Going Green in business is proving to more than just a commonsense approach to envoirnmental challenges, but is showing its good for the bottom line as well.

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

According to Terry Tilford, Assistant V.P. of Lustra, Inc. “Ultimately, consumers are demanding that manufacturers and service providers take environmental stewardship seriously. Consumers seek out and patronize car washes that offer an environmentally friendly car wash experience.” Issues of clean air and water affect every human on the planet as well as the generations to come. It’s no wonder they play a huge role Lustra have for every car wash now developed owner and continue concentrated to be a source of discussion, change chemicals and improvement. that are Ewing, Presmanufactured Nathan ident of Transchem, with virtually Inc. states, “Over the no water added. past several years, This eliminates the Environmental the need for Committee of the large 55-gallon Canadian Carwash drums enabling Association has fothe chemical to cused on this topic seminars during be packaged and at our industry trade shipped using shows…it is the re75% less space sponsibility of the and resources. CCA, the carwash industry, and of carwash operators to continue educating the consumer of this fact.” Today more than ever before three top environmental issues affecting carwash owners include the use of chemicals in the washing process, using reclaimed water versus fresh, and the environmental impact of hydraulic fluid leaking from car wash equipment.

“Green” Chemicals

While the application of chemical in the car wash process is a must, there is much an operator can do to reduce environmental impact while simultaneously reducing cost. This not only leads to higher profits but a cleaner world. According to Tilford, “With the proper selection of chemicals used, a professional car

10 May | June 2013

wash can have a minimal negative impact on the environment. In the past, many chemical products were considered extremely dangerous and should never have been used. We’ve come a long way since then in research and technology.” Companies such as Lustra have now developed concentrated chemicals that are manufactured with virtually no water added. This eliminates the need for large 55-gallon drums enabling the chemical to be packaged and shipped

using 75% less space and resources. Reducing the costs of packaging, water and freight charges enables car wash owners to receive precisely what they need, for less cost and with minimal environmental impact. When searching for the best chemical to use in your car wash Tilford suggests taking a good look at the chemical program you are using. Assess if your present savings in chemical costs are really better over the long term. While many bulk chemical products

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may seem less expensive you also need to factor in things such as increased water usage cost, sewer access and processing costs, shipping fees, space, transportation, disposing of empty containers and overall impact on the environment.

Fresh Water Versus Reclaimed

The issue of fresh water versus reclaimed is nothing new to car wash owners. When asked to weigh the pros and cons of using reclaimed water in a car wash, Denise Wight, Director of Corporate Accounts at Purclean could find no downside. She states, “By reducing fresh water usage by 80%, you also reduce the energy required to treat public water supplies, which in turn reduces greenhouse gas emissions. This in turn reduces the need to construct additional water and wastewater treatment facilities which then reduces the need to regulate the natural flow of streams allowing wildlife habitats to remain in balance.” Small changes made by individual consumers and businesses quickly add up to big changes in the environment as a whole. Wight cited The Clean Water Green Jobs reports increasing water efficiency by just 20% in the province of Ontario would save enough electricity to power 95% of all homes in Toronto each year. When implementing a reclaim system Wight suggests a system that achieves 5 micron quality water, uses ozone in a controlled manner to manage odor causing bacteria and remove dyes from chemicals, and is a direct feed on-demand system.

She further requiring extensive cleanup which can states, “Most only be accomplished by shutting down Reverse Os- the tunnel. Tunnels shut down during mosis (RO) optimal business hours can lose as systems have much as $700 an hour. Many companies now offer a waterproduct to reject rates of soluble alternative to petroleum based 1 gallon of hydraulic fluids that dissolve in water product to 3 eliminating costly downtime and lost gallons of re- profits while still protecting the enviject, look for a ronment. Even in the event of a ruptured hysystem with a draulic line, the oil-free formulas do 1:1 or less reject. Most RO’s not leave residue on vehicles or equiprequire water softeners as well that are ment and will not contaminate cleaning extremely inefficient and unnecessary in cloths and brushes. Any operator who most situations, instead look for a sys- has been faced with cleaning up this tem that can run without a water soft- type of mess knows what a huge probener. All of these efforts will not only lem it can be. Instead, water soluble flusave water, but can also save 80-85% on ids offers quick and easy cleanup with water and sewer bills, and, qualify for minimal tunnel downtime and no harm to the environment. rebates from local municipalities.” All carwash operators face the same When optimizing your wash for minimal environmental impact focus on wa- environmental issues but according to ter quality throughout the entire wash. Tilford, “Car wash owners that promote Check for leaks, incorporate high pres- the use of environmentally friendly products in their wash sure pumps, and use zero degree nozzles. Car wash owners process will gain respect from the customer base Additionally, Tilford that promote and ultimately grow states, “Owners can upthe use of date and upgrade wash environmentally their business. Conequipment to newer wa- friendly products sumers recognize the importance of caring ter efficient pump and in their wash pressure packages deprocess will gain for their environment signed to use less water respect from the and are more inclined per wash cycle, as well as customer base and to make purchase decienergy efficient systems ultimately grow sions when offered environmental and personal incorporating items such their business. safety choices.” as variable frequency With today’s changdrives for saving energy every time an electric motor starts and ing technology, better education, and more efficient products there are more shuts off. Lighting is another area that an op- ways than ever to protect our fragile erator can look to save energy and be- natural resources while still operating a come more efficient. Although expen- profitable business. sive at first purchase, these items have a quick return on investment and long term greater profitability, and ultimately contribute to conservation of our natu- Jennifer Dawn Jennifer is a freelance writer with ral resources.” over 20 years experience in business, Water Soluble marketing, sales and software. She Hydraulic Fluid owned her own software company for Finally, a little talked about environ- 13 years and worked as an executive in mental issue facing car wash owners is the car wash industry. Jennifer can be leaking oil-based hydraulic fluid. It pres- reached at” ents a significant challenge to operators jennifer.dawn8@hotmail.com

CONVENIENCE & CARWASH CANADA

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By Josh Hart AirLift Doors

Basics and Beyond

Carwash doors may seem like an easy selection for a new or existing operation, but a well chosen door offers much more than you might expect. Why do carwash operators need doors and what type of door should you choose? Regardless of whether you build a new site or have an existing site or sites, doors are important and the correct door for your business is essential. There are a few obvious reasons to consider a door, but the main one is to keep your equipment from freezing. A good door will not only protect equipment, but will do it at little cost because proper heat control through good doors means equipment holds onto heat eliminating the need to have heaters running constantly. Owning and operating a car wash in Canada gives you a better appreciation and understanding of cold weather than most operators throughout the world. Having the appropriate door package in a cold weather climate will also help keep ice build-up to a minimum. A door will also keep the water spray inside eliminating a potentially dangerous situation outside the bay on your parking lot and pedestrian walkway. In self serve applications doors are

important for customer satisfaction in are not a disturbance to other area busithe wash process. Having the ability nesses or residences. Keeping the doors to close the doors during a hand wash closed during the wash process also improcess keeps the heat in the bay dur- proves the quality of the wash by ensuring the winter months and encourages ing that all the chemicals are adequately the customer to spend more time and applied to the vehicle and not disrupted money cleaning their car. In the summer, by potential wind gusts coming through the bay. doors offer the ability to The most common Understanding the imeliminate the wind tunportance of doors as disnel effect. Closing one door used in or both doors will procarwashes is by far cussed above is the easy tect the customer and a polycarbonate and part. Knowing what type door you should have provide a better wash aluminum design. This of for your application gets application by keeping the water and chemical door offers durable a little more involved. You spray directly on the cars panels, security, and should contact your distributor or manufacturer and not blowing outside visibility. before any purchase to of the bay. truly understand what For in-bay automatics doors can help control the flow of options are available and what is recomvehicles by not opening the entrance mend for your environment. The most important thing to consider door until the vehicle in the wash has completely finished the cycle. Many when choosing a door package is the cities are also creating ordinances that environment. If the door is in a wet enrequire doors to be closed during the vironment you must make sure you are wash process to reduce the noise levels getting a corrosion resistant door packcreated by the wash equipment so they age or corroded hardware will start to

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

cause you problems within the first few years. With that said, here are the most popular door packages designed for car wash use. The most common door used in carwashes is by far a polycarbonate and aluminum design. This door offers durable panels, security, and visibility. Although they have been around for over 20 years, there are a few key changes that have improved door construction over the last few

years. Most manufacturers use a 16mm polycarbonate, however be sure that you are getting a 5 wall polycarbonate panel. This will not only improve your R-Value of the door and reduce heat loss, but it will also reduce the water absorption of the panel and keep your doors looking like new for longer. On the aluminum framing of the door there are two key features of construction that will drastically improve the appearance of your doors. One is to have sloped rails so water will not sit on the door rails and absorb into the panel. The other is to ask about anodizing the aluminum. Anodizing can be done in a clear finish or a number of different colors and will protect the finish of your rails better than the standard mill finish. The number one improvement in polycarbonate door hardware is the use of plastic materials instead of stainless steel. Using plastic hinges or plastic track for example will provide numerous benefits in your door operation including the following: • Plastic is less expensive than stainless steel • Warranty is the same as stainless steel • Plastic offers the same corrosion resistance • Stainless steel hinges mounted on an aluminum door will cause a reaction over time and begin breaking down the aluminum of your door making hardware replacement difficult where plastic will not • Plastic has better low temperature

openers because they are made for high use and offer corrosion resistance. Choosing the correct door package will not be effective without pairing the door with an opener designed for the same environment. An alternative door style that is designed for the car wash environment is the vinyl roll up door. This style door became popular for a few reasons. First, it is much faster than most overhead doors. A high speed vinyl roll up door can operate at speeds up to 34" per second where most overhead doors are around 16-18” per second. Another key feature of the roll up doors is that it can be impacted without causing any damage to the door. When knocked out of the opening, the door will automatically reset on the next cycle. Lastly, there are not as many components to a vinyl roll up door. Less hardware means that there is less equipment to maintain. On vinyl roll up doors you The other key hardware improvement is should make sure that the vinyl material is the strap counterbalance system. This not less than a 22 ounce material. Lighter counterbalance system takes the place of materials are more prone to tearing and torsion springs and offers the following will not last as long with heavy usage. Another key element in the construction benefits: of roll up doors is to make sure that your • Mounts off to the side of the door so clear and vinyl sections are heat welded you do not have springs mounted in rather than sewn. The strings on sewn the center dripping on the door. • The best torsion springs offer 100,000 doors tend to break down in the carwash environment and lead to early deterioracycles. A strap counterbalance can tion of panels. Lastly, make sure that your get up to 4-5 times that lifespan with door is constructed of inno maintenance. • When a spring breaks A high speed vinyl dividual panels rather than it usually requires a roll up door can a continuous panel with full shaftline replaceoperate at speeds sewn in wind supports. This is important if you have a ment. When a strap up to 34" per breaks, all you need to second where most damaged panel you can do is replace the strap overhead doors replace one panel instead without removing any are around 16-18" of the entire door. Lastly, make sure that all of your of the other shaftline per second. hardware is constructed of components. corrosion resistant hard• Strap counterweight ware. There are many difsystems do not require ferent styles of vinyl roll up doors, but any lubrication or maintenance. On an overhead polycarbonate door you not all are designed for the car wash enshould choose a direct drive pneumatic vironment. It is important to keep in mind operator rather than a jack shaft model. however that these doors offer no securiDirect drive means you are attaching ty and have zero R-Value so they are only directly to the door to open and close the recommended in certain applications. Every location is different and the opdoor. Jack shaft means you are turning a sprocket on the shaft to open and close tions for even basic carwash doors can be the door. The direct drive operators are overwhelming. Be wise and call a profesalways in sync with the door so you can sional for advice to ensure that your door not jump your door cables and they do package is customized to meet the needs not require any belts, pulley, or sprockets of your specific location. so there is less maintenance. Pneumatic openers are important versus electric properties and will not conduct cold like steel so you will have less ice build up on your hardware • Plastic hinges have a universal block for multiple roller placement so you do not have to keep stock of multiple hinges. • One hinge is a #3 – #7. • Plastic tracks do not have sharp edges like steel and offer a safer environment for your customers.

CONVENIENCE & CARWASH CANADA

And just why is hanging hardware so important to the profitability of my fueling site? By Tim Campaigne Global Product Manager – Hanging Hardware, Veeder-Root Most people are unfamiliar with the term “hanging hardware” but use hanging hardware all the time. Anytime someone fuels their vehicle they are in direct contact with these products. Hanging hardware typically refers to the breakaway, nozzles and swivels that are assembled to the hoses hanging from fuel dispensers. There is a wide range of product choices related to these products in the market place and most companies manufacturing hanging hardware products have product lines with specific components and functionality based on weather concerns, fuel types (eg. Unleaded, Diesel, E85) or local and state regulations, to name a few. For instance, if you are in a state that requires Stage II Vapor Recovery systems at your gas-stations, there are solutions for that. If you are in a state that experiences colder than average weather, there are solutions for that as well. Ensuring that you have the appropriate hanging hardware for the situation your fueling positions are in will go a long way in providing your customers with reliable nozzle, swivel and breakaway technology. Ultimately, these decisions have a direct impact on the profitability of your fueling site.

What should a retailer consider when purchasing or selecting hanging hardware?

Innovation – There are new and innovative qualities with hanging hardware products being presented to the industry all the time. Companies are continuing to develop a higher quality standard at this critical consumer touchpoint.

16 May | June 2013

Although your customers may never see the underground tank holding the various fuels you sell, or the tank gauging system you use to monitor fuel levels and fuel quality, they touch hanging hardware products every day. If they fill their vehicle with fuel they touch the nozzle. If they come up to a nozzle with a twisted hose and turn the nozzle to insert the device for fueling they experience the swivel. If they neglect to remove the nozzle from the vehicle and “drive off,” they will most certainly experience the capabilities of a fuel dispenser’s breakaway product. In aggregate, these products combine to complete a hanging hardware suite of products that if purchased and serviced properly, would let you experience the advantages the innovation this market place has witnessed over the last thirty years.

What is specifically involved with a hanging hardware assembly?

Nozzles: What is important when considering your nozzle solution? Most people would be able to accurately describe a retail gas station nozzle, as this is a primary piece of equipment a consumer touches when they are at a C-Store. A handle, trigger mechanism and spout assembly are familiar to all. Though it may seem like somewhat of a commodity product, there are some very important features to consider when equipping your dispensers with a nozzle choice. You want to make sure that you are purchasing nozzles with an automatic shutoff feature. This eliminates the concern you and the consumer might have

of over-filling their gas tank and spilling fuel onto the forecourt. Most nozzles have this feature, as well as a prepay feature which only allows fueling when a payment method has already been determined. Should your store have the ability to fuel semi-trucks, there are also nozzles that allow more fuel to pass through the device to save time and complete the filling of those on-the-road trucks in a more efficient manner. For markets where a Provincial, State or regulating authority (CARB, TCEQ) require it, additional concerns might also need to be addressed. With hanging hardware in mind, these concerns would center on ensuring your equipment can work with vapor recovery (Vac-Assist or Balance systems) pump and dispenser equipment. Typically, nozzles also have a “OneHand” hold-open latch which presents a user-friendly solution to the consumer at your store. The quality of your nozzle choice also goes a long way in ensuring that your customers don’t experience what the industry calls “tripping” when an automobile or truck is being fueled. These nuisance trips happen when a nozzle has inferior components, has not been properly manufactured or has not been properly installed. These “trips” can lead to a regretful experience at the pump. Consumers don’t want to continually restart the fueling process, as this also limits the time they can spend in your store purchasing other items during their visit and can do long-term damage from the resulting “line shock” to the overall dispensing system you have on-site. Most nozzles are listed from an authorizing body such as UL or ETL.

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Breakaways: Breakaway products have come a long way since they were first introduced to the retail and commercial forecourt 25 years ago. Innovation with this product has allowed it to become a critical piece of hanging hardware equipment by decreasing your total cost of ownership. This is achieved primarily by the reduction in damage a drive-off event might cause to your dispensing equipment. Breakaway products can be installed in two areas of the dispenser. One connection point is found where your hose is attached to the fuel dispenser, either directly or on the “whip” hose. The second can be found on a nozzle “swivel” product, connecting the breakaway to the nozzle. A benefit of adding a breakaway swivel is that is reduces the need for a whip hose breakaway assembly. From the nozzle all the way to the pump, a breakaway product reduces the opportunity for significant damage to be done to your equipment. In addition to that, the development of re-connectable breakaways means you can re-use a product instead of being required to replace it. Depending on how your equipment is maintained you could see a significant decline in the amount of downtime at the pump. This is a critical difference between breakaways that are multi use breakaways instead of single use. A typical example showing your return on investment might look like this: If for some reason someone drives off with the nozzle still inserted to the vehicle, a single-use breakaway separates, the pump down Return on shuts and that breakInvestment cannot with a $1.5K away be used again. Investment However, with a re-connectable breakaway, your managed maintenance team, contractor, service tech, site manager or store operator can reconnect the upper and lower units that most often constitute the make-up of a re-connectable breakaway. Breakaways are engineered to withstand up to 300lbs of pull force so it would be difficult for the product to come apart without a significant pull from the end user.

18 May | June 2013

There are different types of re-connectable breakaways but the most popular use magnetics and new shear pins to reconnect after a drive-off event. Magnetic breakaways are becoming the product of choice due to the ease of reconnectability, it being field serviceable and thus can be used for a longer length of time before needing to be replaced. With a competitively priced Magnetic breakaway, your return on investment might look like this:

In reality, what a re-connectable breakaway does is provide a higher level of confidence that your fueling positions will experience the least amount of downtime during the year’s ten busiest weekends. During popular seasonal or holiday weekends you cannot afford to lose the higher than average revenues seen during those busy days. With business as competitive as it is, it is important to make sure you are doing everything you can to stay ahead of the curve with new and innovative products, all the way down to your choice of breakaways. Most breakaways come “listed” from organizations such as UL or ETL.

Swivels: Swivel products go to the heart of improving the end-user experience. How often have you looked out onto your forecourt and Return on seen somebody doing Investment gymnastics to get the nozzle turned and aimed with a $21K appropriately in order Investment for them to simply fuel their vehicle? Swivels are traditionally attached to the nozzle and main hose of the dispenser. The swivel’s purpose is to limit the amount of twisting and crimping a hose assembly takes during the length of time your fueling customers use it. When making a choice on swivels that concern should be part of that process. There are single and dual plane swivels, swivels that rotate 360 degrees and those that rotate up to 270 degrees. Some swivels work well in hot weather and some work well in cold weather. Some swivels work well with conventional fuels, and some work well with conventional and alternative fuels. Again, depending on your station’s typical customer and what the state or local regulations there are, the best product for any one gas station might be completely different then the best product for a gas station one county over. There are products that incorporate both fuel and weather compatibility, and you should inquire to your distributor. Special seals often protect these heavy duty swivels from alternating temperatures and it is designed to be fuel compatible for blended, diesel or

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conventional fuel types. Having a swiv- Hanging Hardware might el on-site that has been engineered be more important to to handle different weather and fuel the profitability of your types means you won’t be replacing Store than you think. cracked or leaking swivels all the time. In summary, hanging hardware just Additionally, you don’t want to have a might be more important to the profswivel attached to the itability of your store nozzle that requires Having a swivel on- than previously thought. extra effort to twist. the payback is, how site that has been What Make sure that you compatible the product are asking the ques- engineered to handle is to the dispenser type, tion of your equipdifferent weather what type of fuel is being ment supplier if the pumped and what the and fuel types manufacturer of their means you won’t be weather conditions are, swivels products take much abuse does replacing cracked how the amount of torque the hanging hardware or leaking swivels get from the end-users required to twist a all the time. swivel in mind when and service teams? – are they sell you your next all questions that should swivel product. The be addressed before your less torque required, decision is made. Challenge the providthe greater the consumer experience ers of your current hanging hardware will be. In summary, something as sim- equipment and find out if they can ple as a swivel that improves your fuel- explain the benefits of the product ining customers experience at the pump stalled. can pay large dividends in creating loyThe hanging hardware products you alty to your brand and more consistent see today will be different from the customer visits.

20 May | June 2013

hanging hardware products offered next year. Manufacturing companies are innovating and are always looking for ways to improve existing products or bring to market completely new products. That is required in order for them to grow – and the c-store owners and operators are the direct beneficiaries of that competition. Innovation is what led to things like magnetic breakaways, vac-assist nozzles and all-purpose swivels. It is exciting to think what kind of innovation we will see from all of the manufacturers of these products in the months and years to come. The decisions surrounding which product to put in service where, at the respective fueling positions you manage, could provide big dividends both short and long term. If you require that your hanging hardware is a quality product, allows for consistent fuel flow rates, is easy to use, comfortable (not awkward to handle), ensures end-user safety, are listed and you know the return on investment – your decision will be the right one.

Redefining Convenience By Jillian Mitchell

Peninsula Co-op exceeds customer expectation with new retail approach Traditionally, a convenience store has a reputation for stocking a range of everyday items: from lotto tickets and newspapers, to coffee and snacks, to grocery staples like milk, bread and a few select toiletries as well as full and self-serve gas stations. Through around-the-corner locations c-stores delivered ‘convenience’ with cashier lines shorter than grocery stores and longer shopping hours. Now, many companies across the nation are redefining the word. “Refined, modernized and updated – that is what we’re seeing today in the c-stores,” says Peninsula Co-op Petroleum Operations Manager, Tom Humphreys, who promptly cites the company’s new Wale Road location as an example of superior convenience.

“We spend a lot of money on curb The Wale Road site boasts a welcoming atmosphere not unlike the décor appeal,” reports Peninsula Co-op Seone might find in a sports bar . Indeed, nior Operations Manager Erik Gault, patrons find counter areas with high pointing to sites such as their Goldstream facility in Victostools set under LEDria, a location schedlighting, four 46-inch Peninsula Co-op flat screen TVs run- operations manager is uled for completion in ning high-definition confident in calling April that will embrace sports above the each of the company’s a modern contemporary style similar to Wale store’s central pay15 locations from Road with new infrapoint. Auto-sliding Victoria to Duncan structure in place comfront doors and stateas “food markets,” plete with new dispensof-the-art hands-free rather than simply ers and lines, as well as washrooms, as well convenience stores. ultra-modern pumps as easily accessible with diesel available at Wi-Fi and ATMS, help every fill lane. to facilitate a unique “When people drive by, even if they and expedient customer experience, very different from the run-in-run-out don’t need product that day, they look at our site and say, ‘Wow, the Co-op days gone by.

CONVENIENCE & CARWASH CANADA

takes good care of their facility.’ I’d with it much opportunity, but more put our gas station service centres up often, it brings a redirection of indusagainst any group or network through- try. Take, for example, the pay-at-theout North America. We really do a great pump option which has noticeably altered the flow of fill stations. job at that end.” “Full serve gasoline basically hasn’t Perhaps one of the most significant changes, though, involves the store’s re- changed in over a hundred years… tail offerings. Today, due to the myriad since the invention of the car. You could of products now available, the Peninsula pull up to a gas station, pay for gas Co-op operations manager is confident through your window with cash, and in calling each of the company’s 15 loca- go. But with chip-and-pin technology, tions from Victoria to Duncan as “food even full-serve customers need to get markets,” rather than simply conve- out of their vehicles to put in their pin,” nience stores. At the front of the store, says Humphreys. “That’s been a change healthy snacks and meal solutions such that certainly we’ve had to adapt to and our customers have as fresh fruit, salads, and to adapt to, but sandwiches sit in place of Each year they donate had it’s a major benefit to the familiar calorie-loada portion of the our members and our ed treats (which are now profits and last year customers, in terms of at the back of the store). donated in excess security.” And, in place of the staof $400,000 to a And yet, through ple three pots of coffee variety of community every adaption and (two regular, one decaf) is a full-fledged coffee projects, charities and innovation, the Co-op values have remained bar, as well as an extenorganizations steadfast and true. As sive selection of teas. Gault confirms, strong “We have to react to customer demand,” says Humphreys, customer and neighbourhood relationwho has been with the company for 10 ships have propelled every decision years. “People today, even in the conve- over his 25 years with Peninsula Co-op. “I think our success is in our ability to nience stores, are label readers. Because people are interested in what their in- grow our market share in Victoria,” he take is, you need to carry products that says. “A lot of our members appreciate align with that. To make the correct im- they can own their local Co-op; I think pression you have to bring these items that’s a critical role. In the last couple to the front of the store. Now, a cus- of years, we’ve grown and developed tomer will see the fresh, healthy choices the brand immensely. To see it grow as much as we have, it’s really fun to play right away.” Of course, evolving alongside the a role in that.” Peninsula Co-op’s slogan ‘Moving c-stores is the petroleum market. By now, it is a given that technology brings ahead by giving back’ says it all. As a

22 May | June 2013

thank-you for the continuing support from their communities, Co-op offers a one-of-a-kind loyalty program unmatched by industry competitors. For a one-time investment of $27, members receive life-time access to full-service fill-ups at self-service pricing, countless rebates on petroleum and food, and an annual rebate cheque every December. With regular incentives such as “Fuel up to Win”, a campaign offering $4.3 million in prizes, customers have additional reasons to stop by. “I don’t understand why anyone wouldn’t want to be a member,” says Penny Sopel, Marketing and Community Relations Manager, Peninsula Co-op. “We gave back $5.6 million to our members last year. I think that’s fantastic!” Sopel came on board with Peninsula Co-op in January 2013, after becoming attracted to the company’s communityminded philosophy. “One of the main reasons I decided to come onboard with Peninsula Co-op was because I was so impressed with how much they give back through their Community Support Program,” she says. “Each year they donate a portion of the profits and last year donated in excess of $400,000 to a variety of community projects, charities and organizations such as Tour de Rock, Cops for Cancer, KidSport, Jeneece Place, Victoria Riding Club for the Disabled, Victoria Epilepsy and Parkinson’s Centre, various hospital foundations, and many more. It’s phenomenal and makes me proud to be a part of the giving back program. The gratitude of each recipient has been truly amazing and very touching.”

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Peninsula Co-op’s newest team member, David Hoy, joined the crew this past March. With 35-plus years of experience in the Co-op culture, the Peninsula Co-op General Manager and CEO brings a fresh perspective to the island district. Already, he can see the infinite opportunities that lie ahead for the company. “The word I would use to describe Peninsula’s future opportunities is ‘endless’,” says Hoy, “I’ve seen the Co-op establish itself in a marketplace position that works. We have 65,000-plus members in the Peninsula market. Nothing but opportunity; you bet!” Hoy has, of course, visited all the locations and is excited by what he has seen thus far. “The Co-op means a lot out here – it has a very healthy reputation out on the island because of what it stands for. I see the Co-op being in such a terrific position to move forward with the business that it has and the new opportunities that are going to come.” Of course the future would not be as bright without the support and dedication of Co-op employees. As each of the four company representatives agree, theirs is a culture unmatched by any other – and a major factor in why the Peninsula has been successful throughout the innovation of their many c-stores. “The best thing we have going is the quality of our staff,” says Humphreys. “You can build the nicest facility anywhere, but without great people delivering the frontline service you are not going anywhere.

24 May | June 2013

on a daily basis, its our staff going above and beyond customer expectation that’s really made us a success and has driven us to the top market share in Greater Victoria

“At Peninsula Co-op, we have a great staff culture throughout all our locations and the administrative staff that support them buy in as well. Yes, we have new facilities and exciting décor that gives us a fresh new look. We also have a product assortment that is keeping us on track with what our public

wants. But, on a daily basis, its our staff going above and beyond customer expectation that’s really made us a success and has driven us to the top market share in Greater Victoria for fuel.” For more information, please visit the official website: http://www.peninsulaco-op.com

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Connecting to Customers Through Social Media

Over the past ten years, social media has revolutionized the way companies market their products and services. In the Convenience Store industry, the use of social media is helping savvy marketers to gain new customers, sell their products & services and gain timely and important feedback from customers so they can outperform their competition. In our January issue, we featured an article on social media detailing how larger retailers implemented social media programs to connect with, and win new customers. What we found is that each retailer customized their social media program to reflect not only their own personal style, but most importantly, their programs were designed to around the way their customers interacted social media. Each of the retailers also kept their material fresh, and focused on responding as quickly as possible to customers that reached out to them. They placed a high priority on digital media, even hiring dedicated staff to maintain programs. In this issue we will focus on three new organizations that use social media to reach customers in unique ways.

In companies that don’t have dedicated social media staff, these responsibilities usually fall to the Marketing Communications group who use social medial to help them achieve their marketing goals. For them, the goals is not only to provide interesting content for their social media sites, but also to react quickly and effectively to people who either follow or connect to them using social medial. This requires careful planning for companies who don’t have a full time social media staffer.

Peninsula Co-op, on Vancouver Island, uses social media to engage with customers in promotional ways, and for community relations purposes. With 58,000 active members/owners in their

Co-op social media provides them with an interactive way to provide information and special offers to members and the community, and get feedback on their business. Penny Opel, Marketing & Community Relations Manager, says “We try to post something new on a regular basis that will engage our followers”. They use Facebook to post promotions, like coupons to incent readers to try flavored tea. This small ad is placed on Facebook so Peninsula Co-op followers can print off the coupon and bring it to one of the stores listed. This is a great way to offer something tangible to customers who follow you on Facebook. Continued on page 44

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Healthy Snacking Good health and snacking are finally coming together at Canada’s c-stores. Snacking and quick meal options have been a bit of a chicken and egg scenario for most c-store operators.

Yes, operators want to provide products that have good-for-you attributes, but consumers have been slow in looking to convenience retailers for healthy options. “Fifteen or twenty years ago, front line chain cstores were not places you would find an apple or a low fat smoothie option for breakfast or vegetarian wraps for lunch,” says Sam Surdhu, a Toronto-based operator who runs one location in Mississauga. “Now we are very happy to have more items that are helping to keep our customers in good shape,” he says, noting that he still sells donuts, deep fried items, and roller dogs. “But now there is a larger option. I believe these options are what really put the convenience in c-stores. The challenge for us is to have the right mix for our customer base. So, really, like so much in the cstore business it all comes down to knowing your customer and their needs.” Another challenge is competition from quick service restaurants that have made themselves more convenient and value laden for the snack and quick meal consumer with drive-thrus and easy to order meal deals. The upshot is that traffic for foods that require no customer preparation and are consumed with-in six hours of purchase is down by 2.4 percent between 2007 and 2012, reports NPD, Canada’s leader in trade market data.

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“Consumers are most likely to visit a convenience store for foods for an afternoon snack (38 per cent of traffic) followed by evening snack (29 per cent) with morning snack occasions holding a 14 share,” says NPD’s Joel Gregoire. “Breakfast, lunch and supper combined represent some 80 per cent of total traffic. This means that 8 out of ten customers that walk through your front door are looking for a snack product.” Like Sandhu, Gregoire comments there are challenges. “First, judging from the foods and beverages that consumers typically order at convenience stores, the consumer doesn’t appear to be looking for healthy options in their visits to the channel. For instance, carbonated soft drinks are purchased 27 per cent of visits while fruit is purchased in one per cent of shopping occasions and is ranked number 33 in terms of foods and beverages purchased. Gregoire points to perishability as another strong factor is the lack of fresh fruit and vegetables in c-stores. “C-stores are generally not set up to carry food items that are more perishable. So, operational logistics need to be addressed whenconsidering the ROI (return on investment) of select perishable (healthy perception) products.”

Opportunities exist for c-store retailers who want to freshen the mix. According to the NPD there is an overall softening of convenience store traffic. “This means the industry must look to consider innovative solutions that fit the occasion. Consider taking steps to broaden the consumer’s perspective on what they can use the cstore for. For example, we are seeing

this as more pre-prepared ready to pendent operator run the foodservice heat food options are provided with a side on a lease arrangement.” foodservice centric approach. Having Subway has all day parts covered a greater slate of healthful meal and with a breakfast program, sweet snack occasions may well be a good goods, and of course a wide range of way to draw in more incremental traf- sandwiches, soups and other items. fic to build up those soft numbers.” According to Winograd, of the 150 Despite, the soft market RTE (ready new locations that opened in Canada to eat) and RTH (ready to heat) meal last year 20 to 25 percent opened in and snack options are non-traditional locamore varied today tions such as c-stores, than ever. Consider gas bars, and even a the option of taking carwash in Toronto. on a foodservice partA foodservice ofner such as Subway or fering is all part of the Mr. Sub to deliver their contemporary face of signature snack and Canada’s c-stores, meal items in small adds Karen Weldman, Vice-president footprint, in-store locations that drive busiof New Business Deness two ways. First, velopment, Express operators capture the Division at MTY. She customer who is looksuggests having a ing for a snack or light well-known foodsermeal. Second they vice banner on-site is Coolers also offer capture a customer a way to stem the flow a full array of who comes in as a paof snack and meal complete packaged tron of the foodservice customers to tradisalads such as operator and sell them tional foodservice losecondary items to go Chicken Ceaser, Salad cations. with their food item. Weldman is spearNiçoise, or Greek. According to New heading a drive to There is also a full York-based Subway launch more Counline of pasta, meatball try Style and Mr. spokesperson Les items, chicken Winograd, the addiSub brands in conand beef dishes as tion of a QSR outlet venience retail sites well as fresh daily to a c-store’s mix of ofacross Canada. “Mr. sandwiches. ferings works to battle Sub was established against the gains in in Canada in 1958 and marketshare enjoyed is a well known and by foodservice. “The benefits are a highly respected brand. The same is recognizable brand name, foods that true for Country Style. Together the people understand, and the creation brands offer an exciting alternative for of an additional reason to drop by an customers who see both marquees as operator’s c-store.” high value and high quality players in Winograd reports that Subway loca- foodservice,” she says, remarking that tions are among the least expensive c-stores need only 480 square feet and to acquire. Consider, he says, that the about $150,000 to invest to get into a franchise fee is just $15,000. “In the full day part foodservice business that US we are seeing locations get going consists of a Country Style premium for anywhere between $85,000 and coffee program and fresh made Mr. $202,000. We find that it is less expen- SUB sandwich offer. Alimentation Couche-Tard Inc., ansive to get up and running in a standalone c-store than in a strip mall be- nounced in 2010 that it wanted to be cause of facility improvements. There more than a place for a late night pack is also a lot of flexibility with some of smokes and a litre of milk. The comoperators deciding to have an inde- pany that is Canada’s home grown

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are looking to convenience retail to provide the goods. For example, I am currently traveling in the European Union. In the Netherlands Albert Hejer stores offer a number of formats. They provide full size grocery super markets as well as smaller express locations such as those at train and metro stations and on busy streets in small footprints. Shelves at the Express sites offer all the usual suspects – candy, baked goods, vaults of cold beverages, and cigarettes. Coolers also offer a full array of complete packaged salads such as Chicken Ceaser, Salad Niçoise, or Greek. There is also a full line of pasta,

double-digit growth in sales in that category. To improve the numbers further Couche Tarde brought Joe Chiovera on board from 7-Eleven to a new position dedicated to fresh foods. At 7-Eleven Inc. Chiovera worked to make fresh food a major priority of the company’s business plan. The company At ‘Sev’ they have begun carrying foods reports that in its 477 stores across such as cut fruit, Canada, fresh food vegetable trays, sandwiches and even sales have seen double-digit price sushi in open-air, increases. refrigerated deli When it comes to leader in convenience cases. At Shell, gas fresh packaged and wanted to up its’ fresh, bars have a dedicated prepared RTE/RTH program, an area it saw corner where (ready to eat/ready as highly opportunity customers can get to heat) meals the laden with this sector a fresh apple, fruit potentially accountcup and other healthy industry is responding for a quarter of snack items. Couche- ing to a shift in the company’s in-store Tard is ramping up the consumer habits. gross profits. A year action with a program Simply, consumers have less time later, the Laval, Queof its own. and are looking for bec-based company ways to make life that operates Coucheless hectic. RTE and fresh pre-pack Tard, Mac’s and Circle K convenience are viewed as solid solutions and they stores in Canada and the U.S. showed

30 May | June 2013

meatball items, chicken and beef dishes as well as fresh daily sandwiches. “For us it’s all about being the right store to fit the need,” says AH To Go Rotterdam Centraal location supervisor Chandra Van Wallengham. “People run in to get a quick snack for the train, or they come in to get a forgotten item when they get off the train on their way home from work. We have seen a lot of gains in fresh items like our salads. They are a very good value and I think more healthy than some other items,” she says. One thing for sure is that c-stores must look the part if they want to convey a message that says healthy, fresh and tasty. Indeed, the appearance is crucial because convenience stores rely much more on in-store marketing with the majority of

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purchase decisions being made on site. At 7-Eleven as well as others such as Shell the push is on to tell consumers there is more on offer than just the same old. At ‘Sev’ they have begun carrying foods such as cut fruit, vegetable trays, sandwiches and even sushi in open-air, refrigerated deli cases. At Shell,

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gas bars have a dedicated corner where customers can get a fresh apple, fruit cup and other healthy snack items. Couche-Tard is ramping up the action with a program of its own. The Laval based company has been especially active in its Canadian stores. In Quebec last year, it introduced new salads, snack packs with fruits or vegetables, hot breakfast sandwiches and oatmeal. The idea is to be a centre for quick meal and snack solutions. Sadhu suggests that the more solutions an operator can offer the more valuable they become to customers. “With so many customers looking for snack and meal items it pays to spend some time and get the mix right. Be the solutions your customers want you to be.”

32 May | June 2013

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By Kelly Gray

Still Smoking Canada’s regulatory environment for tobacco is starting to show signs ofpositive change. Groups involved in the battle against contraband tobacco are starting to see some gains after a lot of hard lobbying. Significantly, the federal government finally spoke up on the issue and announced a number of initiatives it believes will curtail the practice that has become a fundraiser for organized crime. Under the ministries of both Health and Public Safety the Government announced increased efforts to advance their efforts to combat the trafficking and cross border smuggling of contraband tobacco. The announcement sets forward the establishment of a 50-officer RCMP Anti-Contraband Tobacco Force and the creation of a new Criminal Code offence with mandatory penalties of imprisonment for repeat offenders, many of whom are affiliated with other serious organized criminal activity such as weapons and illegal drug trafficking. “This is the fifth anniversary of the

RCMP report on contraband and we are still waiting for key points to see some action,” says AQDA (Association Quebecoise des Depanneurs en Alimentation) President Michel Gadbois, remarking that they are happy to hear the federal announcement but feel more needs to be done. For example, Gadbois would like to see the implementation of a multiparty taskforce to discuss and suggest solutions to the problem; a problem that is a major concern to Canada’s 23,000 independent c-store retailers who derive 26.2 per cent of sales from legal tobacco products and work as the gatekeep-

ers against underage smoking. “As far as Quebec is concerned we are active and concerned. We want tough laws to combat the problem and are working on the local front to achieve these goals,” he says, noting that they would like a recommendation from the National Assembly in Quebec. “Contraband Tobacco remains active even though Quebec retailers have been successful in pushing for greater involvement from their government, and even if Bill 59 is the strongest anti-contraband legislation in Canada. Quebec has held the first parliamentary committee on contraband ever in

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Recently, the QCSA placed an iPad in a number of locations to gauge public support on government issues. “We received an hour by hour report on opinion. This type of technology could be utilized across the country to gather support for important issues such as contraband tobacco. This is real grassroots power,” says Gadbois. (to read more on this go to page 46: Asking for an end to contraband tobacco)

Canada because of QCSA’s fight to see initiatives such as the new 50-person its adoption. Yet this remains an issue RCMP task team and increased penalty requiring the additional cooperation of for repeat law offenders as moves that the federal government and Ontario really treat the symptoms rather than the top recommendation coming out the problem itself. Our view is that of the Quebec Committee on Contra- the solutions will be found by lookband,” says Gadbois ing to all stakeholders Now we view commenting that a and jurisdictions for initiatives such as ideas.” Both Scholten principal root of the isthe new 50-person and Gadbois suggest sue is a system of reguRCMP task team and one solution is to take lation that amounts to increased penalty it to the people. Scholnothing more than disfor repeat law guised taxation. ten has pointed out that offenders as moves Canada’s C-stores are in Alex Scholten agrees. Scholten is President of that really treat the every neighbourhood. symptoms rather the Canadian ConveIn fact seven out of ten than the problem nience Stores AssociaCanadians live with-in itself. tion (CCSA). He reports 500 meters of a C-store. that announcements They are frequented by such as the stiffening of the penalty millions of customers per day. Recently, to repeat contraband offenders and a the QCSA placed an iPad in a number new 50-person RCMP force dedicated of locations to gauge public support to contraband are seen as a positive. on government issues. “We received “ We are very encouraged by these an hour by hour report on opinion. This moves. type of technology could be utilized However, we would still like to see across the country to gather support a multi-party group to get together to for important issues such as contralook for a more broad approach that band tobacco. This is real grassroots would seek solutions. Now we view power,” says Gadbois.

36 May | June 2013

The CCSA and its affiliates continue to utilize technology to enhance the total offering on the tobacco brief. For example, the Association’s website has become an important centre for staff training and tobacco awareness. “The ‘We Expect ID’ program has undergone some important changes with the launch a new and expanded website,” says Scholten. He explains that ‘We Expect ID’ will offer age test training that will be province specific to address each area’s unique regulatory environment. As well, retailers will be asked to sign a code of conduct that will indicate they support the principle of responsible retailing by not selling age-restricted products to minors and not selling contraband tobacco. Those that pledge their support will be given an annual compliance decal to display in store to let the community know they are socially responsible retailers. “Retailers that sign the code will commit to training their staff to request identification from anyone who appears to be 25 years old or younger before they are sold age-restricted

Another recent development is the products like tobacco. They will also be asked to commit to having their Government’s Beyond the Boarder staff ask for only government issued initiative. Scholten remarks that the ID. And finally, they will agree not to Beyond the Boarder concept will see border posts such as sell contraband tobacco The movement of the Cornwall moved south. products.”According to border in Cornwall This has created concern Scholten the idea is for essentially especially in Ontario and both industry and indiremoves any Canada Manitoba where legisvidual retailers to share Border Agency lators and law enforceand show responsibility. post the Canadian ment personnel are very “As an Association we government had concerned how this will need to be able to demin place for play out for contraband onstrate to governments curtailing the tobacco in their provthat we not only take the illegal movement inces. The movement of issue seriously, but have of cigarettes and the border in Cornwall solid well established tobacco. essentially removes any programs in place to edCanada Border Agency ucate our membership and that our members are in support post the Canadian government had in of regulations and can work with-in the place for curtailing the illegal moveregulatory guidelines,” he says noting ment of cigarettes and tobacco. With that the code of conduct is a way to the border moving south of the reserve, those that wish to make and transport demonstrate acknowledgement.

contraband tobacco have no border to travel through on their way to Winnipeg or Thunder Bay with cheap illegal smokes. Scholten remarks that they are continuing to keep pots on the Government’s stove. In fact, he suggests that their efforts are not going unnoticed. For example, the recent government announcement regarding contraband came from two departments the CCSA had not been dealing with in the past. “This shows our messages are starting to break through and we are seen by government as a valued partner in the decision making process,” he says, concluding that a collaborative approach appears to be bearing fruit. “We remain cautiously optimistic regarding the direction of recent moves and will continue to work with our partners to keep challenges at the forefront.”

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건강한 스낵 건강하고 간단한 식사가 캐나다 편의점에 마침내 출시되고 있 다.대부분의 편의점 운영자들이 손님들에게 제공하는 간단한 식사 와 빨리 먹는 음식은 치킨과 삶은 계란정도였다. 그렇다, 편의점 운 영자들은 몸에 좋은 제품을 제공하기를 원하지만 소비자들은 편의 점에서 건강에 좋은 제품을 기대하지 않았다. “15년 또는 20년 전에는 유명 체인점인 편의점에서 아침식사 용 사과 또는 저지방 스무디 또는 점심식사용 베지테리안 랩을 찾 을 수 없었다,”라고 토론토Mississauga에서 편의점을 운영하는 Sam Surdhu씨는 말한다. 그는 여전히 도넛, 튀긴 제품, 돌림대에 서 돌아가는 쏘세지를 판매함을 언급하면서 “이제 우리는 손님들 의 체형 유지를 돕는 더 많은 제품을 갖추게 되어 기쁘다,”라고 그 는 말한다. “그러나 이제 선택의 폭이 더 넓어졌다. 나는 이 옵션 들이 편의점에 편리함을 부여한다고 믿는다. 우리에게 어려운 점 은 고객층에 맞는 제품들을 갖추는 것이다. 그래서, 편의점 비즈니 스에서 손님과 그들의 요구를 잘 파악하는 것이 중요하다.” 또다 른 어려운 점은 더 편리하고 스낵의 제공에 있어서 개인적인 의견 의 영향을 더 받고, 쉽게 주문을 할 수 있으며 음식을 빨리 먹을 수 있도록 드라이브 스루를 갖춘 외식업체와 경쟁하는 것이다 . 그 결 과 소비자의 준비가 필요 없고 구입후 6시간내 먹을 수 있는 제품 을 구입하기 위한 손님의 숫자가 2007년과 2012년 사이에 2.4퍼센 트 줄었다고 캐나다의 무역시장 정보업체중 선두업체인NPD사는 보고한다. “소비자들은 대개 오후 스낵을 위해 편의점을 방문하며,(출입 인의 38퍼센트) 저녁 스낵 (29 퍼센트), 아침 스낵이 14퍼센트이 다,” 라고 NPD사의 Joel Gregoire씨는 말한다. “아침, 점심 및 저 녁은 합쳐서 전체 업소출입인수의 80퍼센트 이상을 차지한다. 이 는 업소 정문을 통해 걸어 들어오는 손님의 10명 중 8명이 간단한 식사 제품을 찾는다는 것을 의미한다.” Sandhu씨와 동일하게, Gregoire씨는 어려움이 존재한다고 논평 한다. “첫번째로, 소비자들이 보통 편의점에서 주문하는 음식 및 음료로 판단할 때, 소비자들은 건강한 제품을 찾는 것으로 보이지 않는다. 예를 들면, 업소를 방문한 손님중의 27퍼센트는 탄산 청량 음료를 구입하고, 과일은 1퍼센트로서, 음식 및 음료 구입 품목 중 33위를 차지했다. Gregoire씨는 편의점에서 신선한 과일과 야채가 없는 또다른 강 력한 요인으로 상하기 쉬움을 지적한다. “편의점들은 보통 쉽게 상하는 음식 제품을 취급하도록 설치되지 않았다.따라서, 상하기 쉬운 (건강한 개념을 가진)제품의 투자수익률을 고려할 때 운영상 의 실행 계획이 존재해야 한다.” 신선한 제품을 갖추기를 원하는 편의점 운영자들에게 기회는 존 재한다. NPD에 따르면, 편의점 출입 인구의 전반적인 감소가 있 다. “이는 편의점 업계가 고객의 요구에 맞는 혁신적인 해결책을

40 May | June 2013

By Kelly Gray

찾아야 하는 것을 의미한다. 소비자들 이 편의점을 이용하는 관점을 확대하는 조치를 취하는 것을 고려해 보아야 한 다.예를 들면, 우리는 음식서비스 중심 접근 방법으로 제공하는 미리 조리된 데워먹는 음식의 종류를 늘리는 것으로 편의점 이용관점의 확대를 이해한다. 건 강한 음식 및 스낵의 종류를 다양화하는 것은 감소한 고객의 수를 늘리도록 고객 을 유인하는 좋은 방법이 될 것이다.” 그럼에도 불구하고, 다소 감소한 바 로 먹을 수 있는 제품, 데워 먹는 음 식 및 스낵 제품은 오늘날 더 다양해졌 다. 비즈니스를 두 방법으로 증가시키 는, 업소내 공간에서 고유의 스낵 및 음 식 제품을 배달하도록 스낵 음식서비스 의 파트너인 Subway 또는 Mr. Sub사를 고용하는 것을 고려하라. 첫번째로, 업 소 운영자들은 스낵 또는 가벼운 음식 을 찾는 손님을 확보한다. 두번째로 음 식을 사러 온 손님을 확보하여 그들에 게 음식 제품과 함께 두번째 제품을 판 매한다.

New York에 위치한 Subway사의 대 변인인 Les Winograd씨는, 편의점의 다양 한 제품에 패스트푸드점을 추가하여 제공 하는 것은 음식서비스업계가 누리는 시 장점유율의 수익에 대한 편의점의 싸움에 서 효과가 있다. “장점은 유명한 상표명, 사람들이 이해하는 음식, 그리고 그 경영 자의 편의점에 잠깐 들를 추가적인 이유 를 만들어 낸다는 것이다.”

프 및 다른 제품을 제공한다. Winograd 씨에 따르면, 캐나다에서 작년에 개업한 150개의 새로운 업소중에서 20에서 25 퍼센트는 편의점, 주유소, 그리고 심지어 토론토의 세차장과 같은 종래와는 다른 곳에서 열었다. 음식서비스 제공은 캐나다 편의점의

Winograd씨는 Subway는 인수하는 데 가장 비용이 덜 든다고 보고한다. 프랜 차이즈 비용은 단지 $15,000라고 말한 다. “미국에서 독립업소가 $85,000에 서 $202,000 라고 한다. 우리는 시설 개선 을 위해 드는 비용이 번화가의 상가에서 보다 독립형 편의점에서 Subway 를 경영 하는 데 덜 드는 것을 알았다. 또한 리스 형태로 음식서비스 부분을 운영하는 독 립 운영자를 갖는 것을 결정하는 것에 있 어서 편의점 운영자들에게 많은 융통성 이 있다. Subway사는 아침식사 프로그램, 달콤 현대적인 측면의 일부이다,라고 MTY사 한 제품, 그리고 물론 다양한 샌드위치, 수 의 Express 부서의 신 비즈니스 개발담 당 부사장인 Karen Weldman씨는 덧붙 인다. 그녀는 편의점 업소내에 유명한 음 식서비스 회사의 광고를 설치하는 것이 스낵 및 음식구입 고객들이 기존의 음식 서비스 업소로 가는 것을 막는 방법이라 제안한다. Weldman씨는 더 많은 Country Style 및 Mr. Sub 상표를 캐나다 전역의 편의점 업소에서 시작하는 일을 추진한다. “Mr. Sub은 캐나다에서 1958년에 설립되었 으며, 유명하며 매우 존경받는 상표이다. Country Style도 마찬가지이다. 두 상표 를 음식서비스에서 높은 가치와 높은 품 질을 가진 업체로 여기는 고객들에게 신 나는 대안의 업소를 제공한다,”라고 그 녀는 말한다, 그녀는 편의점은 Country Style 프리미엄 커피 프로그램과 주문후 바로 만드는 Mr. SUB 샌드위치로 구성되 는 온종일 음식서비스를 제공하는 데 있 어서 480 제곱 피트와 약 $150,000을 투자하면 된다고 말한다. Alimentation Couche-Tard Inc.사는 2010년에 자사의 편의점이 밤에 담배와 우유를 사는 것 이상의 장소가 되길 원 한다고 발표했다. 캐나다의 편의점중 자 생업체로서 선두업체인 이 회사는 ‘프 레시’프로그램을 시작하길 원했다. 회 사의 업소내 총수익의 ¼을 잠재적으로

하는 메시지를 전달하기를 원한다면 그 목적에 알맞아 보어야 한다. 확실히, 편의점이 대부분의 구매 결정 이 업소내에서 이루어지고 업소내 마케 팅에 더 많이 의존하기 때문에 외관이 아주 중요하다. . Shell 과 같은 다른 업소와 7-Eleven에 서는 기존 제품이외에 더 많은 것을 제 공하는 것을 소비자들에게 알리고자 노 력한다. ‘Sev’에서 깎은 과일, 야채를 쟁 반에 담든 것, 샌드위치 및 심지어 스시 를 개방된 공간에 델리부문에서 취급하 기 시작했다. Shell 주유소에서는 손님 들이 신선한 사과, 컵에 들은 과일 및 다 른 건강한 스낵 제품을 구할 수 있는 코 너가 따로 있다. Couche-Tard 사는 자 체 프로그램으로 건강한 제품에 관하여 더 적극적인 활동을 늘리고 있다. Laval

차지하는 이 부분에 기회가 아주 많은 것으로 보았다. 일 년 후에 캐나다 및 미국내 CoucheTard, Mac’s 및 Circle K 편 의점을 운영하는, Quebec 주 Laval시에 위치한 이 회 사는 그 부분에서 두자리수 의 판매 성장을 보였다. 그 판매 숫자를 더 늘리기 위해 Couche Tarde사는 Joe Chiovera씨를 7-Eleven 사에서 영입하여 신 선한 음식부분만을 위한 새 직책을 만 들었다. 7-Eleven Inc사에서 Chiovera씨는 회사의 사업 계획에서 신선 한 음식을 주요 우선 순위에 놓기 위해 노력했다. 회사는 캐나다내의 477개의 업소에서, 신선한 음식 판매가 두자리 성장을 했다고 보고한다. 신선하게 포장되고 준비된 RTE/RTH (미리 조리된 /데워 먹는) 음식에 있어 서, 업계는 소비자의 습관의 변화에 대 응한다. 단지, 소비자들은 시간이 더 모 자라고, 삶을 덜 바쁘게 하는 방법을 찾 고 있다. 미리 조리된 음식(RTE) 및 신선하게 미리 조리한 팩은 확실한 해 결책이며 그들의 상품을 편의점에서 공급하는 것을 기대한다. 예를 들면, 나는 유럽 연합의 나라들

42 May | June 2013

을 여행하고 있다. 네덜란드에서 Albert Hejer 업소들은 다양한 업소 형 태로 제품을 제공한다. 풀사이즈의 식 료품 수퍼마켓 뿐아니라 기차 및 메트 로 역 및 번잡한 도로의 공간에서 작은 익스프레스점을 제공한다. 익스프레스 점의 선반은 모든 일반적인 제품- 캔 디, 빵제품, 차가운 음료 및 담배를 제 공한다.냉장고는 또한 Chicken Ceaser, Salad Ni’oise, 또는 Greek과 같은 종류 의 완전히 포장된 샐러드를 제공한다. 또한 신선한 샌드위치뿐 아니라 파스 타, 미트볼 제품, 닭고기 및 소고기 요 리를 다양하게 제공한다. “우리에게 있어서, 요구에 맞는 알 맞는 업소를 만드는 것이 전부이다,” 라고 AH To Go사의 암스테르담 중앙 역지점의 감독관인 Chandra Van Wallengham씨는 말한다. “사람들은 기차 에서 먹을 간단한 스낵을 위해 뛰어 들 어오거나 집으로 퇴근하는 길에 기차 에서 내려서 구입하는 것을 잊어버린 제품을 구입하기 위해 업소에 들어 온 다. 우리는 샐러드같이 신선한 제품에 서 많은 이익을 얻었다. 품질이 좋으며 다른 제품보다 더욱 건강한 제품이라 생각한다,” 라고 그녀는 말한다. 한가지 확실한 것은 편의점들이 만약 건강하고 신선하고 맛있는 것을 표현

에 위치한 이 회사는 특히 캐나다의 업 소에서 건강한 제품의 판매에 더 적극 적이다. 작년에 Quebec에서, 새로운 샐 러드, 과일 또는 야채가 들은 스낵 팩, 아침용 핫 샌드위치 및 오트밀을 출시 했다. 발상은 신속한 음식및 스낵의 해결책 을 위한 중심지가 되는 것이다. Sadhu씨 는 경영주가 더 다양한 해결책을 제공할 수록 손님들에게 더욱 그 편의점의 가치 가 높아지는 것이다. “더 많은 고객들 이 스낵 및 음식 제품을 찾게 됨에 따라 시간이 지날수롤 손님이 좋아하는 제품 을 올바르게 갖추게 된다. 귀하의 손님 이 원하는 제품을 제공하라.”

7725-31 Medium Gray

6 ins

캐나다서부의 주유소들을 전문적으로 도와 드립니다 MPI사가 어떻게 귀하의 시간과 돈을 절약해 드릴 수 있는 지를 알고 싶으시면 저희에게 전화해 주십시오 19.625 ins

OFFICE USE ONLY (FOR REPEAT ORDERS)

Job #:

Job Description: Computer Cut Graphics in 7725-31 Medium Grey - Weeded and Premasked

Drawing # MI PETRO SERVICES Date: 03.02.10

51XXX

2010\M

Qty:

McIntosh Petroleum Truck Prf.ai artist: m.desjardns / rep: 038

Scale: 1:2.5 (40%) Rev0: Font:

Date:

Source Drawing: ADJF 2007/19797

TLS-450제품은 미래지향적 기술을 갖추었으며 자사의 제품중 가장 완전한 특 징을 갖춘 탱크 측정 솔루션입니다. 귀하의 탱크를 감시하고 보호하는 것을 돕기 위해 설계되었으며, 귀하의 주유소 운영을 위한 업계 최고의 정확성과 최대의 융통성을 제공합니다. 어떤 계산대, 스마트기기/스마트 폰, 또는 아이패드 – 어디에서든 재고, 배달 및 경고하는 정보를 관리하십시오 MI Petro and MPI (403) 266-5558 fwight@shaw.ca www.mipetro.com

Continued from page 25

Peninsula Co-op also posts informative information that directly affects their customers on Facebook. For example, when the Federal Government announced it would phase out the penny in February of 2013, Peninsula Coop posted this interesting link for their followers which explains how and why the penny will be phased out. This kind of information is useful to their customers and provides interesting content for Peninsula’s Facebook page. They can also measure the click through traffic to see if customers clicked through to the story. Providing fresh content that is both visual and informative is the most important component of any good social media program. The other important component is to stay interactive with followers and encourage them to post comments on your page. Peninsula Co-op’s customers post comments about the great service they provide from the store which is important feedback for the company. The company can also gain new members using social media which helps drives sales at their convenience stores.

Twitter and Facebook are great ways to inform their members about sudden or planned changes to Red River locations, current promotions at site level or as a tool to respond to comments or concerns.

side of things – the customer by providing them with up to date information about the importance of car care”. We also hope to expand our reach to customers by bringing awareness and product expertise to their customers and offering their product expertise to customers interacting with customers on Facebook and Twitter. Spiffy also offers seasonal specials to customers on Groupon, a site that offers a variety of coupons and specials to customers. The site can offer regional deals and keeps its product and service offerings refreshed on a daily basis. It has a subscription service that caters to the interest of subscribers. This is a great site to visit if you are looking for special offerings. Also, a great site to consider for your social media activities.

tions and Human Resources Coordinator says, “we have found our social media feeds to be a positive tool when it comes to aiding our members. We want to gain feedback from our customers on how our members view our company. This will help us understand how we can continuously improve the customer experience and our service and product offerings”. Red River views their social media feeds as an important tool to communicate with customers. “We want to connect with all of our Co-op members. Through social media we have also been able to reach out to a younger demographic. Also, through social media we are able to connect with a younger demographic”, says Aryn Dickson. Red River currently uses Facebook, Twitter and Foursquare. However, they use our Facebook and Twitter feeds on more of a daily basis. Both Twitter and Facebook are great ways to inform their members about sudden or planned changes to Red River locations, current promotions at site level or as a tool to respond to comments or concerns. Aryn offers this great advice to businesses building social media programs. “Find an outlet that works for your organization. You do not need to be on all social media feeds to be effective. You need to be effective at the sites you do use, ” he says concluding that those that pay attention will win the battle for consumer attention.

Red River Cooperative Ltd., Of Winnipeg, is a dynamic, Winnipegbased cooperative owned and guided Spiffy, a two unit carwash operation by its members, with petroleum as its located in Saskatchewan, has the core business and customer service as products and expertise to sell, install its competitive advantage. and service a range of equipment and facebook.com/RedRiverCoop accessories, including a dog wash. Spiffy twitter.com/#!/RedRiverCoopLtd uses social Need Spiffy Logo media to Red River uses social media feeds in offer great products and expertise to the same manner as a bulletin board or social media followers. if they were to post a notice/signage in Katelyn Cholowski, Spiffy’s Social their stores. Aryn Dickson, CommunicaMedia Manager, says, “we are currently undergoing a restructure of our social There are multiple sources where you can learn more about what social media strategy. Through social media media programs are right for your organization. Send us your questions at we want to raise awareness about our bjjohnstone@convenienceandcarwash.com. products and services, provide tips to current and future owners and invesWe’ll post answers in our next issue! tors, as well as cater to the consumer

44 May | June 2013

Cell Phone Accessories On Display “Ideal for Gas Stations, Convenience and Variety stores”

Customers look for car chargers and other accessories in emergency or while traveling. Flaming Display is our #1 recommended display unit and our TOP SELLER. Extremely convenient • Only 1 square foot of floor space required • delived pre-packed with top selling accessories Flamingo Display comes complete with 100 items. Retail for $12.99 per piece plus taxes

Order Online and get the Flamingo Display for only $699.99 plus taxes. ($100.00 saving) Free Shipping within Canada ! Please visit our web page www.displaydistribution.ca to view more available products. All of our products offer these great features: • Theft prevention lock on each display case • Professional packaging • All chargers offer customers the ability to test the product prior to purchasing • Display Distribution Inc. guarantees the highest quality products

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WHAT’S NEW Asking for an end to contraband tobacco The Quebec Convenience Stores Association (QCSA) has completed the first petition ever held on iPads in convenience stores across the country, The test pilot extended from 10 December 2012 to 15 January 2013 with more than 12,000 customers interacting with one of the iPads installed in fifty stores located throughout Quebec either on the cash counter or on a display. Of these 12,00 interactees, 1,400 completed all the steps required to finalize the petition which included writing their name, signing the petition with their finger and clicking the send button of a letter to Premier Pauline Marois and Finance Minister Nicolas Marceau, urging them to do more to stop contraband tobacco. “For a first try, this is a great success,” says Michel Gadbois, President of the QCSA. “For a long time, we have been looking for a way of channeling our clients support towards our business issues such as the fight against contraband tobacco. The presence of an iPad in-store has had no impact on store operations and was very well received by customers. To us, this is just the beginning.” In the presence of MNAs Robert Poëti and Emmanuel Dubourg, respectively Official Opposition critics of Public Safety and Revenue, the CCSA-QCSA reminded the provincial government that 150,000 packets of contraband cigarettes were still sold every day according to estimates by the Ministry of Finance, the illegal tobacco trade being quite far from controlled, hence the importance of doing more to stop it. “Quebec has taken a huge risk by raising tobacco taxes in a context of such strong contraband. We have every reason to fear an upsurge in the illegal trade this year and thus ask the Government to take additional measures to increase surveillance, awareness and repression, “concludes Gadbois. Distributed primarily in Quebec City, Sherbrooke, Trois-Rivières, Laval and Montreal, the 50 iPads were connected by cellular link to a central server recording

46 May | June 2013

in real time the registration of petitions. No maintenance or special operation was required by retailers. With such a success, the QCSA intends on increasing the number of iPad petitions through its network of 6000 stores in the coming year. Armchem international introduces new mild heavy duty cleanerwith emollients Armchem’s Duraview Regal Plus Provides Industrial Strength Cleaning. Armchem, the leading business to business distributor of over 50,000 specialty industrial products introduces Regal Plus, a heavy-duty hand cleaner that washes away tough dirt and grime quickly, but leaves skin smooth as silk. Surfactants and pumice, combined with moisturizing Aloe Vera and Vitamin E, work together to remove grease, oil, paint, ink, tar and more without irritating or drying out hands. This solvent and fragrance free soap does not require water and is perfect for many industries, including automotive, manufacturing, printing, painting, construction, maintenance, recreation and more. Armchem Regal’s efficient dispenser system utilizes a “bag-in-bottle” cartridge and view window design, thereby eliminating the guess work about product-type and soap level. “We developed Armchem Regal Plus in response to our customer’s requests, since they could not find any strong enough products in the marketplace that would not irritate their employee’s hands,” said Armchem CEO Andrew Brahms. “Our business has been built on providing our customers with any product they may need.” The addition of Regal Plus to the line is really working for Armchem. To order, or for more information, call 1-800-886-0423 or visit Armchem.com. For media inquiries, contact Deborah Straus: debs@armchem.com or 917/658-6933

Core-Mark joins NACDA’s Board of Directors NACDA is proud to announce that Core-Mark has joined its Board of Directors. CoreMark’s representative is Chuck Arcand. Core-Mark is one of the largest broadline, full-service marketers and distributors of packaged consumer products in North America. Founded in 1888, Core-Mark provides distribution and logistics services as well as marketing programs to over 29,000 retail locations across the United States and Canada through its 28 distribution centers. Core-Mark services traditional convenience retailers, grocers, mass merchandisers, drug, liquor and specialty stores, and other stores that carry consumer packaged goods. Chuck Arcand has been with Core-mark since November of 2009 when he joined the company as Food Service Manager for the Calgary Division. He has more recently embraced the position of General Sales Manager. Chuck has brought to Core-Mark 15 years of Sales, Marketing, Purchasing and Distribution knowledge.

Fiserv Launches Cash Management Solutions for Retailers Fiserv, Inc. a leading global provider of financial services technology solutions, has announced the launch of CorPoint™: Deposit Manager, an advanced, integrated cash deposit solution that streamlines deposit handling. CorPoint™: Deposit Manager is a remote cash capture solution that allows merchants to deploy the smart-safe hardware devices that best meet the needs of their retail stores. As retailers deposit cash into “smart safe” hardware devices, the solution tracks the status of cash deposits and allows them to view detailed information for each retail location. “For retailers, managing the flow of cash can be both labor- and risk-intensive. But it doesn’t have to be,” said Brian Jorgenson, vice president of Operations, Cash and Logistics, Fiserv. “Using CorPoint from Fiserv, merchants can optimize transportation schedules; simplify in-store cash operations and deposit reconciliation and reduce shrinkage and theft. It is a costeffective, automated solution.” For more information on CorPoint, please contact Chris Goforth Phone: 816.808.2085 Email: chris.goforth@fiserv.com or visit www.cashandlogistics.com

Ad Index AirLift Doors Inc...............................................................14 BIC Canada .....................................................................12 Blendco Systems ............................................................10 Bullock Technolgies Inc ........................................... 24/41 Canadian Trade House...................................................53 CashTech Currency..........................................................32 Chek Mate/Protelec .......................................................33 Core-Mark Int’l Inc..................................................... 22/28 Direct Cash......................................................................48 Display Distribution.........................................................45 EZEE ATM..........................................................................2 General Mills....................................................................26 Gourmet Chips................................................................47 House of Horvath............................................................37 MI Petro..................................................................... 17/43 National Smokeless Tobacco Co. Ltd. ..........................34 Petroleum Equipment Institute......................................19 Tanknology Canada Inc...................................................20 WPMA................................................................................8