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NOVEMBER | DECEMBER 2013

〉 Snack Attack – The excitement continues 〉 Hot Beverages

〉 Lottery Sales – More than luck 〉 10 ways the guarantee your best people quit

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Contents PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

EDITOR Kelly Gray editor@convenienceandcarwash.com SALES Kait Walker 416-493-3912 kwalker@convenienceandcarwash.com Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Jennifer Pedrizzetti (954) 778-2790 jdawn@convenienceandcarwash.com

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Right thinking when it comes to racks and shelving systems can add up to big dollars in store profits

DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production EDITORIAL ADVISORY BOARD Ian Burton, PD McLaren Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Rob Deal Kelly Gray Matt Gottfried Mel Kleiman Andrew Klukas Jillian Mitchell Dan Pecora Jennifer Pedrizzettis 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 27 On Our Cover – Better, Cleaner Faster Edmonton’s new Rock N Wash™ is changing the face of vehicle cleaning in Canada.

5 The WCSA Looks at BC and wonders if there is a problem 9 Snack Attack Canada’s C-store drive growth with customer excitement 12 Business Coaching Are you overlooking this valuable resource?

15 Display Decisions A well considered merchandising program can rack up extra sales 18 Good Luck Lottery sales help C-stores take a better chance on profits 21 Clean Wheels 24 H.R. 10 ways to guarantee your best people quit 41 Hot Beverages Brewing sales with coffee and tea culture 53 Webinar Training Effective training separates your store from the pack45 Carwash Entry Systems 56 Smoke and Mirrors First Nations continue to challenge C-store tobacco sales

CONVENIENCE & CARWASH CANADA

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Publisher’s Message

Hello everyone, it’s that time again; time to evaluate what we’ve done, how we’ve changed and how we performed year over year within our businesses.

Did you outperform last year? If not, why not? If you did, what did you do differently?

Inside this issue we are offering you interesting articles on Training, why it’s so important and how you can capitalize on good employees and make them great employees.

Our thinking is that you can’t perform without good players.

How do you help your staff learn new skills and sharpen their knowledge set? Does your business utilize Internet training programs? Take a read on how webinars might be a great solution to you and your employees and for some extra help you might consider hiring yourself a Business Coach to set some new goals and get some help reaching and surpassing them.

Beginning early December here in Winnipeg, Convenience & Carwash Canada along with the Western Convenience Stores Association will begin a western schedule of regional Breakfast & Learn events to bring retailers together for grass roots learning. These Breakfast & Learn events will offer retailers an opportunity to meet with other retailers within their community for a light morning meal, some networking and then engage with some great speakers who will bring new ideas, new products and a fresh way of revitalizing the way they do business.

Remember that your success is my business, and as always my open door policy to your valuable feedback remains not only intact, but stronger than ever. This issue we are offering a new letter to the Editor section, feel free to email me your letters to bjjohnstone@convenienceandcarwash.com and we’ll publish in the next issue.

I wish you all a Very Merry Christmas and a Happy New Year.

Brenda Jane Johnstone Publisher

4 November | December 2013

Upcoming Events February 18 – 20, 2014 WPMA National Convention & Convenience Store Expo Mirage, Las Vegas www.wpma.com/national-convention 1-888-252-5550 March 18 – 19, 2014 Carwacs Toronto Toronto, ON http://toronto.convenienceu.ca/ March 31 – April 2, 2014 International Carwash Show Chicago, IL www.TheCarWashShow.com June 3 – 5, 2014 UNITI expo Stuttgart, Germany www.uniti-expo.com

Convenience & Carwash Canada would like introduce you to our new advertisers:

eGenuity LLC page 26 Van Houtte Inc. page 43

WCSA Submission to BC Liquor Policy Review THE PROVINCE OF BRITISH COLUMBIA INVITED THE WESTERN CONVENIENCE STORES ASSOCIATION TO PREPARE A SUBMISSION AS PART OF A PUBLIC CONSULTATION ON UPDATING BC’S LIQUOR LAWS. THE CONSULTATION CLOSED ON OCTOBER 31 AND RECOMMENDATIONS TO THE BC GOVERNMENT ARE EXPECTED ON NOVEMBER 25.

THE FOLLOWING IS A SUMMARY OF THE WCSA’S SUBMISSION.

C

anadians will someday look back and wonder why it took so long for most Canadian provinces to allow the sale of beer and wine in local corner stores and markets – a long-familiar practice south of the border, in Quebec, and in Europe. The reality is that alcohol sales through privatelyowned neighbourhood stores are not new to any province. In underserved regions, convenience stores commonly serve as agencies in place of government liquor stores, and have done so for many years.

Here are some of the reasons why the BC government should allow convenience stores to sell beer and wine.

OUR COMMITMENT TO RESPONSIBLE RETAILING

The industry’s product distribution system could easily accommodate and enhance BC’s present liquor distribution model while allowing stores to sell bottled products at competitive prices. More importantly, the security of our existing system ensures the legal sale of controlled goods, such as tobacco, and would extend to cover distribution of beer and wine as well.

In a manner similar to the collection of provincial tobacco excise taxes, the provincial government would continue to tax liquor at wholesale through the existing convenience store distribution system, but without the Liquor Distribution Branch ever having to physically handle the products. The Liquor Distribution Branch already permits some private warehouses to directly supply to beer and wine stores ACCORDING TO A in this manner.

REPORT PREPARED

Convenience storeowners have a social license FOR HEALTH CANADA, INVESTMENT, AND JOBS to sell age-restricted products such as tobacco, WAITING TO HAPPEN AS OF 2009 THE lottery tickets and fireworks. The programs Beer and wine sales in convenience stores would INDUSTRY HAD AN we have in place to promote effective agestrengthen the domestic liquor manufacturing verification show our commitment to responsible 84.3% RATE OF industry and attract investment to the province. retailing of these products, and our record proves COMPLIANCE IN Thanks to the convenience retail industry’s that commitment. product distribution system, the sale of beer REFUSING TO SELL All staff in BC convenience stores has access to and wine in BC convenience stores could proAGE-RESTRICTED free, comprehensive training in age-verification through our association’s “We Expect ID” pro- PRODUCTS TO MINORS. vide economic benefits for smaller, local brewers and vintners. Many BC wineries and craft brewergram. The program is offered free of charge to THIS REPRESENTS A ies do not produce on a large-enough scale to retailers that sign a Code of Conduct expressing reliably supply government liquor stores. These HIGHER COMPLIANCE commitment to proper and effective age-testing. smaller producers could benefit from our disRATE THAN IS FOUND According to a report prepared for Health Cannetwork and their products could be ada, as of 2009 the industry had an 84.3% rate of IN GOVERNMENT-RUN tribution made available across a wider local customer compliance in refusing to sell age-restricted prodLIQUOR STORES IN base, bolstering the potential for growth in BCucts to minors. This represents a higher compliSOME PROVINCES. made products. The expanded distribution availance rate than is found in government-run liquor able to craft breweries and small wineries would stores in some provinces. These figures had been strengthen local domestic production and ensteadily improving since the 1996 start date of the hance its sustainability. study, and the numbers are still improving. The report includes Alcohol sales in convenience stores would also attract infindings from a total of 5,502 stores visited across Canada. In BC, vestment to the province. As an example, in September 2013 2009 compliance rates were 94.3% – the highest in the country. one of Canada’s largest convenience store chains committed publicly to investing $54 million to build 27 new, ultra-modern AN EFFICIENT, CONTROLLED DISTRIBUTION SYSTEM convenience stores in Ontario if convenience stores are grantThe convenience retail industry’s distribution system has been ed the right to sell alcohol in the province. These stores would refined to a point where stores are able to compete with larger create an estimated 170 full-time jobs. This is over and above retailers on most products currently sold. Product distributors act the 1,600 full-time jobs that would be added to the 546 existing as wholesalers and stores are able to offer competitive pricing stores in the province. BC could anticipate similar investment because of the scale and efficiency of the distribution network. potential proportionate to the size of the market (about one The system has evolved to distribute efficiently to and from third that of Ontario). poorly served geographic areas.

CONVENIENCE & CARWASH CANADA

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Similar investments could be expected from other retailers and independent stores.

INCREASING GOVERNMENT REVENUE

As in other provinces, the BC Liquor Distribution Branch collects government revenues through taxation at the wholesale level.

Expanding the distribution network and sales outlets would in and of itself have no impact on government revenue unless accompanied by an increase in consumption. We do not anticipate any significant increases in domestic consumption.

However, each of the benefits to the BC economy described above would have the effect of increasing government revenue indirectly through increased employment and associated multiplier effects. As well, the licenses to sell beer and wine would themselves constitute new government revenue.

Moreover, as many tourists are disappointed to learn that BC convenience stores cannot sell beer and wine, the recommended policy changes would have a positive impact on tourism. It would at least marginally increase beer and wine sales among those visiting the province – and with them, the associated tax revenue.

ENSURING OUR SAFETY

The convenience store industry has an exceptional safety record that is founded on many years of experience in ensuring the safety of employees and the public.

BC and Saskatchewan have very robust provincial standards for the health and safety of employees working alone, particularly in the late night retail environment. The standards cover training and measures to control access to cash, tobacco and lottery tickets. They also cover the physical aspects of the convenience store itself, such as layout, visibility, video surveillance and lighting. And so it is worth pointing out that the late night retail safety measures the industry has developed are proven to promote worker and public safety at all hours of the day, not just during late night hours. To ensure public and employee safety these standards could apply to all stores seeking a license to sell alcohol as this would ensure alcohol sales occur in suitably controlled environments.

In This month the WCSA will begin testing a state-of-the-art, self-directed audit application that will prepare stores to meet BC’s safety requirements.

BALANCING ECONOMIC AND SOCIAL INTERESTS

Permitting the sale of beer and wine will encourage more convenience stores to voluntarily attain and maintain higher standards of safety and security, benefitting employees, customers and the public at large. It would build on and further enhance the impact of our “We Expect ID” age-verification training.

It would also take responsible retailing in the industry to a new level.

The sale of age-restricted products like tobacco and lotto already gives retailers a strong incentive to comply with agetesting requirements. Adding another product would further strengthen their commitment. Unlike public liquor stores, convenience stores that sold inappropriately could have their license revoked or suspended, which would significantly harm their business.

The opportunity to sell beer and wine under the conditions recommended in this submission would create a very powerful

6 November | December 2013

incentive to ensure employees are fully trained and do not sell to minors, problem drinkers or the intoxicated. It would also further strengthen compliance with age-verification requirements in general, thus supporting reduced youth access to tobacco products.

Moreover, approximately 70% of the population lives within 500 meters of a convenience store. At an easy walking distance from most Canadians’ homes, convenience stores support the health, safety and environmental benefits of pedestrian traffic vs. driving. Allowing the sale of liquor in more convenient locations would heighten these benefits.

SUMMARY AND CONCLUSION

Allowing the sale of beer and wine in qualifying convenience stores would provide flexibility for businesses and remove operational barriers to help grow the economy. This can be achieved while protecting public safety, preserving government revenues, and protecting and supporting local economies.

The BC government is “looking to create a liquor licensing system that reflects current social values, improves customer convenience and economic growth and ensures public health and safety.” The industry has the clear support of customers and convenience stores have established long-lasting relationships of trust with both government and the general public when it comes to responsible retailing. The convenience store industry and its customers are ready to build on our present successes and move forward to make the goal of modernized liquor laws a reality for BC, and hopefully in other provinces as well.

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by Jillian Mitchell

Love, Sweet Love:

Canadians are devoted to the sweet stuff – just put it front and centre!

FOR MANY SELF-PROFESSED CHOCOHOLICS AND GUMMY JUNKIES, MID-AFTERNOON ROUTINELY SIGNALS A TRIP TO THE NEIGHBOURHOOD C-STORE FOR BRIGHTLY WRAPPED BARS AND AN ASSORTMENT OF BULK-BIN BONBONS. IT’S CONFECTIONERY COMFORT AT ITS PEAK—AND A HIGHLY VIABLE CASH COW FOR BOTH RETAILERS AND C-STORE OWNERS.

CONVENIENCE & CARWASH CANADA

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ypically, the confectionery category has high margins (between 35 to 40% for c-stores, even during lackluster economic conditions) thanks to an ideal combination of impulse-driven consumers and product placement. That being said, merchandizing is still an industry buzzword that both candy companies and c-stores across the nation are on board with, as they team up to exponentially drive the numbers higher.

PRODUCT PLACEMENT

WHILE FRUITS AND SOURS WILL ALWAYS TREND IN AND OUT OF THE CONFECTIONERY LINE-UP, CHOCOLATE IS THE UNIVERSAL COMFORT FOOD THAT HUMANS WILL ALWAYS CRAVE.

Indeed, confectionery is a category that wellcomplements the c-store model—and statistics illustrate that up to 80% of purchases in the category are impulse buys. For that reason, product placement is a fundamental strategy in the plight for high profit margins, particularly that of chocolate, which Tom Humphreys of Peninsula Co-op cites as king of Candyland.

“While fruits and sours will always trend in and out of the confectionery line-up, chocolate is the universal comfort food that humans will always crave,” says the petroleum operations manager. “Its positioning and merchandising presence should never be diminished, especially as we try attract more female shoppers. Top-selling regular and king bars have seen few changes over the past 20 years, leveraging more top-sellers with double or triple facings makes a strong merchandising statement.”

As AWAKE Chocolate founder Matt Schnarr suggests, many food and beverage companies are eyeing for “counter or nearcash placement in as many stores as possible.” As such, innovative displays like the AWAKE counter unit, currently being leveraged in convenience stores to market the company’s caffeinated chocolate bars, have been introduced into the c-store realm by many confectionery companies. The AWAKE unit is “eye-catching and informative,” says Schnarr, and complements their conveniently merchandisable 12-pack with retailer flexibility and a minimal store footprint.

Nestlé Canada has similarly introduced a variety of awardwinning merch tools this year, including their two-way shoppable prepacks, which allow dual-sided product displays on both sides of an aisle; space-efficient display solutions, like the Kit Kat pen and pin pad counter unit; and deluxe, eye-catching Kit Kat and Aero dump bins (the #1 and #2 ranking single bars in the industry, YTD). These displays cater to driving the category through top-selling skus and innovation.

“Single bars are the entry point to the [confectionery category] overall,” suggests Ryan Denys, category sales development leader, Nestlé Canada, “and are proven to be one of the most

10 November | December 2013

impulse-purchase driven product compared to other convenience store products.”

Likewise, Scholtens Inc. ensures their displays of Cottage Country candy, nuts, seeds and dried fruit are always “well-stocked, fresh and current,” says president Jack Scholtens—and of course as close to the till as possible so “the retailer benefits most and earns the most revenue from these fast runners.” As the company president suggests, a good product speaks for itself—“no bells, no whistles, just extreme good value day in day out”—but it must be kept within the sightlines of the customer for the highest margins.

Of course, displays should be clearly marked for customer satisfaction, says The Allan Candy Company marketing manager, Elizabeth Phillips, citing claims such as “peanut-free” and “Made in Canada,” as specific examples that influence customer purchases. As well, each count good and single serving 64-gram bag—even the company’s two newest skus, Sour Keys and Cola Bottles—come in display cartons for easy and effective merchandising. However, a good display is moot if it is not within a clean and organized store, adds the Allan rep. Cleanliness, therefore, is a must for c-stores and their consumers.

MARKETING WITH SOCIAL MEDIA

Like sweet and sour, product placement and marketing strategies are complementary flavours. In the era of technology, many confectionery brands have adapted to social media, launching brand-specific Facebook and Twitter pages, YouTube channels, and online contests to boost sales and encourage customer loyalty. The Allan Candy Company, for instance, with over 290,000 engaged Big Foot fans on their Facebook page, has successfully harnessed the benefits of the online medium. More, the company just finished a yearlong contest where fans entered to win weekly prizes of free candy.

Another savvy online marketer is Nestlé Canada, who hosts a high-traffic YouTube channel, the “Kit Kat Canada” channel, currently featuring the Kit Kat Chunky Challenge, a promotion where consumers vote for their favourite new Kit Kat flavour— Peanut Butter, Hazelnut or White Chocolate. The winning flavour will join the Kit Kat Chunky lineup this fall.

“This type of marketing content really appeals to a younger, male demographic who tend to watch more contents online than on T.V.,” says Denys, noting that today’s younger consumers garner more media online than traditional media.

Similarly, social media is a critical marketing pillar for

AWAKE Chocolate—their tagline “Giving 3 p.m. be ignored. The question, then, becomes, where THE TREND the feather” speaks to the fun, irreverent characTOWARD HEALTHIER does this leave our beloved candy? ter of the brand, Nevil the owl. “Our consumers Still on top, says Phillips: “While the trend toOFFERINGS love to talk about their appreciation for AWAKE ward healthier offerings is definitely impacting IS DEFINITELY and these (social media) vehicles provide a forum the confection industry, our research indicates IMPACTING THE to have a two-way dialogue with our 30,000 folthat many consumers view candy as a splurge or lowers,” says Schnarr. In direct response to online a treat and taste is more important than health.”

CONFECTION customer feedback, AWAKE has launched two Though some companies like Allan are introINDUSTRY, OUR new bars and bites, milk chocolate and caramel; ducing healthier product ingredients—such as RESEARCH both skus are strong performers, says Schnarr, and real fruit juice (super fruits like blueberry and INDICATES THAT as an added bonus, the eco-conscious packaging pomegranate are on trend) in place of articificial MANY CONSUMERS flavours or colours—candy is still … candy. minimizes waste and slack fill while being efficient VIEW CANDY AS in the corrugate.

As many will agree, the future of the conEco-conscious is another buzzword in many fectionery industry is very sweet. Naturally, the A SPLURGE OR A of today’s industries. Aboard this environmental TREAT AND TASTE IS industry will evolve, and new here-today-gonemovement is Scholtens—in fact, the president items will forever come and go, but MORE IMPORTANT tomorrow boasts his firm to be “the most environmentally in the c-store, at the end of the day, the verdict THAN HEALTH. conscious confectionery company on the planet.” remains that the consumer will continue to come His secret? More product, less packaging—and in for his or her regular main stay. recycling, a high in-house priority. Product inno“Cigarette sales have died. Lottery ticket sales vation, such as the adhesive labels that double as re-sealable are a lot of work at really low margins which leaves other consticker tabs, also encourages package efficiency. venience products, including confectionery product, front and In candy land, variations are continually becoming more dar- center in their stores,” Scholtens says. “Every day necessary ing each year, and consumers are equally excited by new flavors convenience items will continue to remain the most popular and formulas. However, there is indeed a viable shift towards at the c-store.” healthier products in the food and beverage industry that can’t

ACCORDING TO A.C. NIELSEN, the total market for cough drops and lozenges is well over $100 million and exhibited strong growth of 6% in the latest 52 weeks to April 6th 2013.

Convenience stores have also participated in the market growth, with sales in convenience and gas banners up a similar percent over the same period. “[This category] is not a pre-planned purchase so merchandising is very important,” says Stewart Schneider, marketing manager, TFB & Associates Limited (Canadian distributors for Fisherman’s Friend throat lozenges). “Convenience stores have a special additional advantage in this category since smokers are heavy users of throat lozenges like Fisherman’s Friend to soothe their throats.”

Last year, TFB introduced new re-sealable pack-

aging in the Fisherman’s Friend lozenge product line; the packaging uses 10% less material. The innovation was “extremely well-received,” says Schneider, with package sales outpacing the market growth significantly. The re-sealable packaging was “developed in response to consumer feedback telling us our users loved the product … but were frustrated with the lozenges falling out of the old packaging.” Hot on trend is the company’s new citrus flavour Fisherman’s Friend, now the third most popular flavour in convenience and gas banner outlets nationally.

CONVENIENCE & CARWASH CANADA

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Business Coaching:

by Jennifer Dawn

A Valuable Resource Often Overlooked Every top performer in sports, performing arts, and an increasing number of executives, share one thing in common: a coach. The explosive growth in the coaching industry has become a $2.4 billion business and continues to grow rapidly.

This comes as no surprise as more and more companies are investing in coaching services for their top level managers and C-Level executives where their return on investment is greatest.

IN HIS BOOK, SECRETS OF A CEO COACH, AUTHOR D.A. BENTON SAYS,

“if high achievers like tiger woods and donald trump have one (or more) for their jobs, why shouldn’t you have one for yours? ...In today’s competitive business market, having a personal coach is not a luxury, but a necessity.”

A business coach is a person who is experienced and knowledgeable in helping a business owner solve specific problems, clarify business objectives, and find the true potential of a business. They help operators achieve goals more quickly while avoiding mistakes and the high cost of trial and error. Operators who have learned the hard way already know business blunders easily outweigh the fees charged by a professional consultant.

Hiring a coach enables a business owner to save time and money by paying for expert knowledge and experience up front. An Olympic athlete or world titleholder does not become the best after only one lesson. It takes a process to create a champion. Likewise, it takes a process to create a profitable company and the purpose of a business coach is to help an owner shorten the distance between two points.

They are often much more than just a mentor or source of information, according to Newsweek magazine, “They’re part therapist, part consultant—and they sure know how to succeed in business.”

12 November | December 2013

Through the coaching process the learning curve is shortened and their expert guidance will help any owner to: • Clarify the goals to be achieved • Devise realistic strategies to get there • Offer valuable information and guidance along the way, and • Provide clarity in planning, implementing, and expanding the business without being a permanent fixture.

It can be hard for any harried business owner to imagine closing their office door for 30-60 minutes and having their own private coaching session.

It is easily possible however as many coaches work via telephone ACCORDING TO with clients who call from all over SCHMAUTZ, “I HIGHLY country or even from the car during their telecommute.

RECOMMEND HIRING According to Nancy Schmautz, OUT YOUR BUSINESS Vice President of Odessa ConAND MARKETING PLAN SO sulting Inc. in Okotoks, Alberta, YOU CAN CONCENTRATE “A business coach or consultant ON BUILDING THE can mentor the operator in finanBUSINESS…AFTER ALL, cials, marketing, human resources, THAT’S THE PASSION YOU sales, management and virtually paths of creating and operating HAD IN THE BEGINNING, all a successful business. They can ofSO LET A BUSINESS fer proven contacts in the business COACH HELP YOU TO KEEP world and recommend staff, softTHE BALL ROLLING.” ware, lawyers, accountants, signage companies, and more all of which save monies upfront. Hiring a business consultant in the beginning saves time, money, frustration and allows you to focus on the business.”

If you’ve ever attended a great business seminar and come home with tons of notes and ideas only to find that few if any were actually implemented, then the purpose of a business coach becomes more clear. Coaching programs are designed to help owners not only take action, but stay with it until the job is done. It’s not that entrepreneurs are not clever, bright and motivated people, but they are often too busy or overwhelmed by day-today business tasks to implement the changes they know they must make. A great coach is a master of implementation and will impart a key element of success – follow up.

Schmautz goes on to explain, “Most carwash operators have a degree of business acumen whether it is education based like accounting or management or a strong mechanical background. A high number of new operators have previously owned and operated a business and come to the table with at least some knowledge of business management.

My experience is that operators get most of their business coaching advice from financiers, friends, and suppliers. Real estate agents, banks, survey-

ors, lawyers and municipalities then get involved.

A business consultant brings it all together for the investor into a solid business plan.”

Creating a business plan and marketing strategy can be a daunting task especially for those with no experience. Many investors and operators muddle through the process, bogging themselves down, and hating the journey. They look at the initial cost of hiring a consultant before they are earning any revenue and talk themselves out of hiring help. According to Schmautz, “I highly recommend hiring out your business and marketing plan so you can concentrate on building the business…after all, that’s the passion you had in the beginning, so let a business coach help you to keep the ball rolling.”

Business and marketing plans go hand in hand and offer a clear, concise blue print for where a business is headed. They outline financial objectives, planned promotions, and how an operator will differentiate their business in the marketplace.

Solid planning enables owners to take advantage of promotions offered by vendors, more easily train staff, connect with their community, and offer higher quality customer service. Word of mouth advertising is more important than ever and quality products and services increase customer confidence which in turn boosts sales.

Hiring the right coach for your business is key.

Like any professional, coaches have different levels of knowledge and experience to offer. Don’t be afraid to interview several candidates until you find the right fit for you and your business.

Schmautz adds, “Hiring a business consultant gives you the confidence of having a mentor in your back pocket and a clear concise path to work on. Most consultants have solutions to any business issue you might experience and they can see the outcome clearly down the road and help formulate a solution.”

The coaching-client relationship is one of mutual trust, respect, shared insight, knowledge, and results. An experienced coach has been there and done that and knows how to help get you there too.

Jennifer is the founder of Bright Ideas Business Coaching and helps business owners create authentic sales and marketing strategies that deliver outstanding results.

CONVENIENCE & CARWASH CANADA

13

Display Decision

by Kelly Gray

RIGHT THINKING WHEN IT COMES TO RACKS AND SHELVING SYSTEMS CAN ADD UP TO BIG DOLLARS IN STORE PROFITS

W

ire racking is an ever-present feature of just about any C-store you care to think of. They are the tools that operators use to get products in the sightlines of customers and over the years they have worked well when properly deployed.

Wire racks are portable, they are easy to clean, and they are economical. They also allow an operator to be highly market responsive especially with new programs or with impulse items like confectionary where a solid merchandiser can get those last minute items into the hands of buyers.

With all these attributes in mind it comes as a surprise that industry consultant Hugh Large sees some challenges with wire racking. Large is based out of Victoria and is a regular fixture amid the speakers at North American retail trade events.

For him it’s all about maintaining control of your store. He suggests that once the door is open to letting in third party racking your outlet can quickly take on the appearance of a forest of portable shelving.

14 November | December 2013

“Someone says, let me put in a rack,” says Large. “Then another person puts in a rack, then another and before you know it the store appearance is junky with too many messages, too many decor styles, and too many impediments to easy shopping. Remember, the word ‘convenience’ in convenience store. People don’t want to wade through cluttered aisles and they want a clear path to the front end,” he says noting his experience developing Tiger Express where they tried to get away completely from what they saw as the tangle of wire racking.

Another challenge is the manufacturer rack that offers items that don’t sell. “In most cases a manufacturer will want to stock an entire assortment of their products. This includes top sellers as well as new items and others that may be just taking up valuable real estate. Here you can get a good product surrounded by weak performers that only serve to crowd the store.”

Indeed, this can be frequently the case. How- a full line of specialty racks and shelving soluever, Direct to Store distributors such as Core-Mark tions that are either made in their Toronto facility have their drivers managing the racks and watch- or sourced throughout North America. Already ing turns with an eye toward things like profit per they have seen more than 8 million facings occur square foot. According to Core-Mark Canada Mar- in the US with pusher bar systems. “Canadian keting Director Chuck Arcand, “Our driver might retailers are now waking up to the potential of ask, ‘how’s your candy program working? I noticed these merchandising tools,” he says, pointing to you don’t have Kit Kat and this is the number one operators such as Ontario’s Hasty Markets that seller in Canada.’” are working to de-clutter and maximize visibility Companies such as Core-Mark will work to cre- of category leaders. ate an entire plan-o-gram that shows where racks “Increased facing mean increased sales and should be placed and what the best performers pusher systems make it easier for the customer are. Large adds that when you have the right racks to make selections,” says Hinton pointing to US and the right product mix you have achieved a kind grocery examples where stores that increased of consistency that makes your store easier to un- facings to 350 candy SKUs showed gains of 22 derstand and appreciate for time sensitive custom- per cent in sales. ers who only want to run in and get out quickly with J & J‘s Wonderbar (push bar) system offers the items they need. Remember that the average removable, adjustable width trays to more eascustomer spends less than five minutes shopping ily accommodate stocking and plan-o-gram in C-stores and about a third of shoppers look to changes. They can accommodate bags, bars aisle end displays for convenience. and multi-pack items (gum, bite-size, When racks crowd out other products etc). As well, spring loaded trays keep ‘PUSHER BAR’ you restrict your opportunities with category faced for easy product purSYSTEM OF each customer. chase decisions and integrated price “Chip companies have done well for RACKING ARE ALL tag holder reduce space required beFRONT FACING operators over the years by positiontween product rows.

AND CAN RESULT ing their products near to dips and At one US retailer in Arizona the other salty snacks. This helps maxioperator noticed a dramatic drop in IN A 10 TO 20 mize department sales with products PER CENT LIFT IN shrinkage thanks to the new system. collaborating together in such a way “We don’t have bags ripped at the SALES that till ring is greater per transaction.” pre-punched hole, which is common One of the best examples of a sucin the pegged bag candy section,” cessful rack was one that was offered by Adams says Ken Kniffen of Basha’s Markets. “We have (now Cadbury Adams), says Large. This countertop 800 to 1,000 units and none of them are torn. display rack had strong Adams promotional mes- Previously, those torn bags became shrink. Push saging. The company allowed retailers to sell com- bar racking systems are also faster and more petitor brands on the rack, a move that made the efficient,” he says. “You can rotate the prodracks strong profit centres. The upshot was that you uct quickly and properly without things getting could not go into a C-store anywhere in the coun- ripped. Staff can lift the tray out and rotate every try without seeing a branded Adam’s rack on the single SKU individually. They just put the tray on counter. The brand really owned the front end for the cart; push the spring bar back and drop in years because the rack delivered what the retailer the new product. It is far more efficient in terms wanted – sales. Adams liked the position because of labor.” it increased their brand visibility. Customers came When it comes to partnering with a rack and to expect the rack and knew exactly where to go product distributor it pays to consider the opfor top line confectionery whether it was Adams tions. For example, Toronto-based Display Disor not. tribution offers sunglasses and cell phone acces“Retailers come off the rails when they loose sories on floor and counter rack displays. focus and forget who the customer is,” mentions “We tell operators that we are successful Large. “If you don’t have the money to buy your only when they are,” says Zahir Momin of Disown racking, at least be choosy.” play Distribution. “Our best selling is the Cell Fortunately there is a lot to be choosy about. Phone accessory Flamingo display”. This floor For example, new is the pusher bar system of rack- display takes up just one square foot of space. ing. These are all front facing and can result in a The entire rack complete with cell phone acces10 to 20 per cent lift in sales, says Stewart Hinton, sory products, sells for $699.99 and offers a100 Sales Manager with J&J Display Sales of Missis- percent margin. “We have locations in Alberta, sauga. J&J are the country’s largest distributor of Ontario & Quebec selling 30 plus items each display hook and label strips products and offer month and in the GTA area there are locations

CONVENIENCE & CARWASH CANADA

15

selling 50 pieces a month,” he says.

“Our sunglass counter display is wooden and offers a product that is popular all year,” he says, noting that this display places 48 items that provide a 100 percent return on each item.

“Lately we have acquired a beautiful jewelry display with LED light inside that gives a boost in selling the jewelry product,” says Zahir.

“We guarantee the product, offer free shipping and our well designed racks can actually help a store improve their appearance,” says Zahir.

Certainly, appearance is key to store performance and here wire racks can be either friend

or foe. “Even if the store is just a turnover from one owner to another it pays to consider a fresh appearance,” says Hinton who advises pulling the existing racks and working to completely refresh the appearance with new display fixtures. “This can offer a sales improvement of up to 20 per cent and gain you new customers from those that had previously never investigated the store. New fixtures make your operation more interesting and better merchandising can improve the shopping experience. In the end everyone benefits with less clutter, better product assortment and less shrinkage.”

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Driving to Success

by: Matthew Gottfried

The Value of Lottery Products at Retail Continues to Grow

THE LOTTERY CUSTOMER HAS ALWAYS BEEN SOUGHT AFTER IN THE DEVELOPMENT AND SUSTAINABILITY OF PROFITABLE CONVENIENCE STORES.

S

trong, recognizable national lottery brands and complementary regional lottery products are reasons for customers to visit us many times a week.

Research shows that lottery sales are amongst the highest percentage of both planned and impulse c-store purchases. The basket of goods containing lottery products is of higher value than those containing only non-lottery products. Considering the small footprint and revenue per square foot, lottery products can be amongst the highest value products in our stores.

INCREASED COMMISSIONS

In 2012, Manitoba Liquor & Lotteries implemented a unique Bonus Commission Program that allows retailers to see unprecedented revenue growth from the sale of lottery products.

The Bonus Commission program guarantees retailers will see at least 1 per cent increase in commission and that can grow to 3.5 per cent bonus commission depending on the level of lottery sales at your store. If you have any question on the Bonus Commission program please contact your Lottery Sales Rep.

18 November | December 2013

Matthew Gottfried of Manitoba Liquor & Lotteries states that MBLL’s Lottery Sales group is able to assist Manitoba retailers with the many programs that help maximize store revenues by leveraging lottery products to suit store and customer needs.

Sales, merchandising and business development support is available through every Lottery Sales Representative. Weekly Telemarketing Sales ensure proper management and support for inventory of Scratch ’N Win tickets.

MONTHLY PROMOTIONS

Incentives have been implemented in monthly promotional activity that rewards retailers for increased lottery sales. Six of these promotions are run throughout the year and your Lottery Sales Rep will be able to provide details on the products that are being highlighted each month and the cash prizes that are available to be won. A recently rolled-out Clerk Rewards program encourages frontline staff to stay engaged with good sales behavior. “Proper execution of lottery sales, “ says Mr. Gottfried, “is good for your customers and great for you!”

SCRATCH ‘N WIN MERCHANDISING

Manitoba Liquor & Lotteries have recently implemented a trial program that displays Scratch ‘N Win lottery products a little differently than you may be used to. Traditional display of Scratch ‘n Win tickets occur in a glass, counter-top display. Manitoba Liquor & Lotteries is now looking at a program that both displays and can sell Scratch ‘N Win tickets from a plexi-glass, vertical display unit that begins to market and sell products while customers are in line

waiting to be served by your staff. Some of the advantages of you want to talk about the variety of promotional programs these new merchandising methods are awareness of product that Manitoba Liquor & Lotteries offers retailers, your Lotprior to reaching the pay-point, speed of customer purchase tery Sales Rep can explain them to you so you and your as it allows customers to decide what they want prior to staff can take advantage of the rewards that are available. interacting with your staff and because the display is new, it If you don’t currently sell lottery products but believe it will attract more attention to the product that may be a good fit for your business, we would you are selling. Initial results of the program are be interested in hearing from you, please call THE POPULAR encouraging so expect to see more different INTERNET CONTEST 204-957-5649. merchandising options coming to stores soon.

Now more than ever, proper execution of – “TECH THE HALLS” lottery sales is good for your customers and IS BACK! YOU THE HOLIDAY SEASON – great for you.

THE BEST TIME TO ENGAGE YOUR CUSTOMERS IN SCRATCH ‘N WIN SALES

CAN REFER YOUR SCRATCH ‘N WIN CUSTOMERS TO THE WEBSITE – WCLC. COM TO ENTER THE CONTEST NUMBER FROM PARTICIPATING TICKETS AND THEY CAN WIN A NUMBER OF GREAT PRIZES.

This year brings another great line-up of popular themed Holiday Season Scratch ‘N Win tickets to Lottery Ticket Centres for customers to enjoy.

• $1 Happy Holidays • $2 Jingle Bells • $3 Christmas List and $3 Bingo Snowflake • $4 Merry Money and $4 Lucky Lines • $5 Holiday Riches • $10 Holiday Treasures • $20 Players Choice Mega Pack (which again is a guaranteed winner in every pouch) Also this year, the popular Internet Contest – “TECH THE HALLS” is back! You can refer your Scratch ‘N Win customers to the website – wclc.com to enter the contest number from participating tickets and they can win a number of great prizes. This is the fourth year for this very popular promotion and customers will be looking for the value added, bonus promotion. You should have received all Holiday themed tickets already but if any are missing, please contact your Lottery Sales Rep right away and they can help ensure you have the full line-up of participating tickets.

Scratch ‘N Win lottery tickets make great holiday gifts and your customers will seek out popular, themes as part of their seasonal giving. Make sure to have enough inventories to meet the increased customer demand at this time of year. Finally, please remember that these holiday gifts are for grownups, not children. Your customers have to be 18 years old in Manitoba in order to purchase or redeem lottery tickets and they are not to be given to minors as gifts… Please Play Responsibly.

Matthew Gottfried is the Senior Gaming Product Consultant for Lottery Products with Manitoba Liquor & Lotteries and has been in the Lottery Gaming business in Manitoba for 22 years.

Since 1924

P.D. McLAREN LIMITED

Cleaning Cars Across Canada

THINKING ABOUT LOTTERIES?

At Manitoba Liquor & Lotteries our business has been changing but our goal of helping Manitoba retailers succeed has stayed the same.

Your Lottery Sales Rep can answer any questions regarding the sale of lottery products. To discuss sales techniques and merchandising enhancements, your Lottery Sales Rep has many suggestions and material that can be beneficial. If

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19

Innovation >> the patented turbo-sweeping system The patented Haaga turbo-sweeping system was awarded the gold medal and the president‘s prize of honour at the 2009 Inventor Show in Strasburg. Haaga is the only producer of sweeping machines that has ever been awarded such a commendation.

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by: Dan Pecora

Clean Wheels:

Wheel Brush Innovation to the Rescue A

s car, SUV, and truck owners increasingly customize their vehicles with wheels that are larger and more intricate than ever before, there is less tolerance for dirty rims and tires that do not match the quality of the overall wash. Yet brake dust, road debris, and off-road driving often make wheels the dirtiest parts of a vehicle.

As a result, an increasing number of automated car wash owners are turning to innovative new wheel brush designs that more effectively deep clean today’s larger wheels and do so at a fraction of the cost of traditional methods.

BEYOND THE LIMITS OF TRADITIONAL WHEEL CLEANING A few decades ago, hand cleaning of tire whitewalls, steel wheels and hubcaps 14 to 15 inches in diameter were typical. Today, however, whitewalls are virtually non-existent and hand

washing techniques have been abandoned due to high labor costs and inconsistent results.

As an alternative, some auto wash owners utilize high pressure sprayers with heated water and cleaning solution. But the rising cost of water, cleaning solution, heating and pressurizing the water, and maintaining the pump have made this option less attractive. It also is not effective when physical agitation is often needed to break the bond between dirt and the rim and tire surface.

To improve the efficiency and consistency of wheel cleaning, many automated washes have installed rotating, pencil-type wheel brushes. Unfortunately, these too have fallen short as wheels continued to get larger and more complicated, making them harder to reach and deep clean.

“Typical brushes may be too small to adequately cover today’s bigger wheels, and many cannot reach into their nooks and crannies,” says Earl

CONVENIENCE & CARWASH CANADA

21

Weiss, who owns four car wash locations with a partner in Chicago, Ill. “With the complicated dips and curves in wheels, most brushes simply ride along the outside edge.”

This has spurred new innovations from specialized car wash brush manufacturers with expertise in design, who have responded with new automated wheel brush size and shape configurations. These brushes are characterized by filaments that are gradually varied in length between four to seven inches to create a wave-like pattern or resemble a well- manicured ACCORDING TO poodle.

DAVID SMITH, As a vehicle travOWNER OF TWO els through the auLOCATIONS OF tomated car wash, SMITH BROTHER’S the longer bristles CAR WASH IN reach deep into NASHVILLE, TENN., wheel crevices while WHEEL CLEANING the shorter bristles HAS BEEN A clean the wheel surMISSING PIECE face.

OF THE PUZZLE According to TO GETTING THE Weiss, the new ENTIRE VEHICLE wheel brush deCLEAN UNTIL signs have been esRECENTLY. sentially a “set and forget system” that is much easier to use and less expensive than his previous high-pressure sprayer system.

In the past, Freddie Seniw, owner of Easy Clean Car Wash, with seven locations in the greater Chicago area used manual labor, then high-pressure sprayers to clean vehicle wheels, but was not satisfied with the results.

“Hand cleaning vehicle rims and tires added about a third more time to each wash, besides adding much more costly labor,” says Seniw. “Automated high-pressure sprayers added cost, but weren’t getting the job done. Without scrubbing the wheels, rims, and tires, they weren’t consistently coming clean.”

22 November | December 2013

Seniw was able to achieve ROI in only a few months by eliminating the need for an employee to scrub the vehicle’s wheels and rims.

“We’re saving about $36,000 per wash location annually in manual labor, and we’re doing a consistently better job,” says Seniw. “The automated wheel brushes are used on the smallest cars to the largest vehicles without adjustment, and have been gentle on all types of surfaces, whether painted steel, aluminum or mag wheels.”

According to David Smith, owner of two locations of Smith Brother’s Car Wash in Nashville, Tenn., wheel cleaning has been a missing piece of the puzzle to getting the entire vehicle clean until recently.

The automated wheel brushes are used on the smallest cars to the largest vehicles without adjustment, and have been gentle on all types of surfaces, whether painted steel, aluminum or mag wheels.

sprayers using low-pH chemicals were “Getting a car wash that leaves a hazard to handle dirty wheels is like getting dressed up in a new PEOPLE NOTICE THE that we wanted to get suit with dirty shoes,” says DIRTY WHEELS, JUST away from.”

When Smith turned Smith. “People notice the AS THEY WOULD to the Wheel Wonder dirty wheels, just as they THE DIRTY SHOES, automated brush from would the dirty shoes, and AND IT RUINS THE Erie Brush, he found it ruins the whole effect.

WHOLE EFFECT. IF THE WHEELS AREN’T that it cleaned vehiIf the wheels aren’t clean, CLEAN, YOU GET A LOT cles’ larger diameter you get a lot of comOF COMPLAINTS wheels better with its plaints.” varied length bristles.

In the past, Smith found “Its wavy design typical tire brushes, highcontacts the wheel at different levels for a pressure hand sprayers, and automatic better clean than brushes with the same sprayers unsatisfactory. “Typical tire diameter all the way down,” concludes brushes cleaned the tire but did nothSmith. “The brush lasts for hundreds of ing for the wheels,” says Smith. “High thousands of vehicles, with a solid core pressure hand sprayers were labour inthat prevents bending or denting, so it tensive and often sprayed everywhere needs very little maintenance.” but where you wanted, and automatic

Dan Pecora owns Erie Brush, a Chicago, IL based manufacturer of car wash brushes and detailing supplies for more than 65 years. www.eriebrush.com

CONVENIENCE & CARWASH CANADA

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by: Mel Kleiman

Top 10 Ways to Guarantee Your Best People Quit 10.

DO MAKE YOUR ONBOARDING PROGRAM AN EXERCISE IN TEDIUM. Employees are most impressionable during the first week on the job. Every bit of information gathered during this time will either reinforce your new hire’s “buying decision” (to take the job) or lead to “Hire’s Remorse.” If on-boarding and training are mind numbing, how committed will your new hire be by week’s end?

REWARD

07.

DON’T RECOGNIZE OUTSTANDING PERFORMANCE. Remember Psychology 101 — Behavior you want repeated must be recognized and rewarded − immediately.

24 November | December 2013

09.

DO TREAT EVERYONE EQUALLY. This may sound good in theory, but your employees are not equal. Some prefer hands-on management while others would rather take the ball and run with it. The key, then, is not to treat them equally, but to treat everyone fairly and with respect.

08.

DO HAVE DUMB RULES. I did not say have no rules, I said don’t have dumb rules. Great employees want to have guidelines and direction, but they don’t want to deal with rules that get in the way of doing their jobs or that conflict with the company’s stated values.

06.

DON’T KEEP YOUR PEOPLE INFORMED. You’ve got to communicate not only the good, but also the bad and the ugly. If you don’t tell them, the rumor mill will.

05.

DON’T DEVELOP AN EMPLOYEE RETENTION STRATEGY. Employee retention deserves your attention every day. Make a list of the people you don’t want to lose and, next to each name, write down what you are doing or will do to ensure that person stays engaged and on board.

04.

DO TOLERATE MEDIOCRITY. A-players don’t have to or want to play with a bunch of C-players and they will come to resent having to carry the load created by those who do just enough to scrape by and collect their checks.

01.

DO MICROMANAGE. Squash creativity and innovation in the bud by telling them what they need to do and exactly how to do it. Don’t tell them why it needs doing or why their contributions are important. And, above all, don’t ask for their input on how it might be done better.

03.

DON’T DO EMPLOYEE-RETENTION INTERVIEWS. Wait until a great employee is walking out the door instead and conduct an exit interview to see what you could have done differently to keep them on board.

02.

DON’T HAVE ANY FUN AT WORK. Where’s the written rule that says work has to be serious? The notion that work cannot be fun is actually counterproductive. The workplace should be fun. Find ways to make work and/or the work environment more relaxed and enjoyable and you will have happy employees who look forward to coming to work each day.

Certified Speaking Professional Mel Kleiman is an internationally recognized consultant and author on strategies for hiring and retaining the best hourly employees and their managers. He is the president of Humetrics, a leading developer of systems, training processes, and tools for recruiting, selecting, and retaining a top-notch hourly workforce. For more information visit www.humetrics.com.

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Convenience & Carwash Canada would like to ask all retailers to please provide us with your business email address.

We have started a new email campaign so that we can provide you with the most current industry news on a bi-weekly basis.

The first 50 retailers to respond will be entered into a draw for a special gift basket.

Respond by December 31st and be entered into a draw for an iPad. Name:

Phone #:

Store name: Email address: Thank you and watch your email for the latest news.

Brenda Jane Johnstone Publisher CONVENIENCE & CARWASH CANADA

25

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BIG BOPPER OF THE CARWASH INDUSTRY

Better, Faster, Cleaner Edmonton’s Sylvain Blouin made a promise to open the country’s number one carwash. Now he will prove just how good his Rock n Wash™ is–one car and truck at a time.

CONVENIENCE & CARWASH CANADA 27 CANADA CONVENIENCE & CARWASH

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GRAND OPENING

BIG BOPPER OF THE CARWASH INDUSTRY

“I have to say that it has been a challenge, but one that has been highly worthwhile as a point of personal achievement and creativity,” says Sylvain, remembering the 14 different designs and the numerous challenges like the difficulty obtaining funding for the project.

O

n October 24, 2013 Sylvain Blouin dressed up in full Elvis regalia and welcomed hundreds of visitors to his new Rock N Wash™ facility in northwest Edmonton.

And, while Blouin does a respectable Elvis impersonation, people were really dropping in to get a closer look at his new vehicle wash concept that promises to create customer excitement every three minutes.

The concept is a 50’s 60’s theme business where the attraction is a state-of-the-art wash system built around the great music and iconic images of the Rock N Roll era.

“I have to say that it has been a challenge, but one that has been highly worthwhile as a point of personal achievement and creativity,” says Sylvain, remembering the 14 different designs and the numerous challenges like the difficulty obtaining funding for the project. “I am thankful to my general contractor, engineering team, suppliers, and the support of my friends and family. This is my baby and I’m proud of it.”

His baby offers three lines for washing. In one line there is high-end, 100 per cent friction free conveyor belt tunnel where state of the art systems insure the maximum in full service carwash experience. A client will be able to get their vehicle completely washed from pre-soak to tire shine & spot free rinse in three minutes and three seconds (two minutes in busy summer months). In another line customers can use drive-thru wash bays in a fog free environment that are expansive and easy to move through with one direction driving where clients don’t have to back out when finished cleaning their cars. Blouin has a patent pending on the design.

There will also be larger lines for truck and RV business. Here Rock N Wash™ features two 110-foot bays with four service points. Each line has its own exit to make cleaning quick and efficient with capacity of 90 cars per hour in the tunnel. Rigs will be washed faster with truck crews able to use a fire hose sized sprayer that will really get the grime off in record time

28 November | December 2013

meaning clean rigs are on the road again faster.

According to Blouin, he saw the opportunity when he looked at the lack of technology used at most carwashes. “There is usually a sandwich board at the side of the road telling people they are open. Inside, wash bays are often dirty, noisy, and frequently located in out of the way locations that make

them unattractive to customers such as women who have told us they feel uneasy about the entire experience but do it because they want a clean car. I thought I could develop a superior carwash experience and researched the idea for quite a while before coming up with the business model,” he says remarking that his new site will see 45,000 cars a day travel on near-by 50th Street.

His vision is a definite departure from the standard fare at many Canadian and US carwash locations. First, there is the fun of the 50’s and 60’s themed decor that has him dressing like Elvis this evening during the launch. Next is the idea that carwashes can be a better overall consumer experience. This follows through with a broader range of service and product selection. For example, customers can find Foam Fax, Dry

Carpet Shampoo, Fresh Sent, and Air Tire Fill, as well as Windshield Washing Fluid, Service Pause, and Gift Cards Reload at the POS, and electronic e-mail receipt. Rock-NWash™ finishes up with system innovation that not only gets cars and trucks cleaner, but is also eco friendly in an approach that promotes sound environmental stewardship.

Blouin tells that Rock N Wash uses recycled cleansed water where a lot of effluent does not end up in storm drains and river systems. To achieve this he has had to lobby the government hard due to the fact that Edmonton is one jurisdiction in Canada that does not establish water use standards for carwashes at this point. He had to do a lot of back and forth between government departments to get them see the benefits of his system that would purify water used and save any concentrated effluent for removal.

“This system is state of the art and is in use in a wide number of other areas. With this type of system both cars and the environment get clean. It’s a win/win. It just took a bit of time to get the right government department behind the plan.”

Now Rock N Wash™ is the first International Car Wash Association water-saver designation in Alberta. WaterSavers®

is system designed to limit pollution and increase water conservation. According to the Association when you wash your car on pavement, the rinse water runoff — along with all the chemicals it contains — goes to storm drains that empty directly into rivers and streams harming aquatic life and ecosystems. WaterSavers® car washes prevent water pollution by routing wash water to treatment prior to its return to the environment. These car washes also use only 40 gallons (151.5 liters) or less of fresh water per car wash — less than the typical home washing machine.

To be sure, Rock N Wash uses a lot of water and Blouin has worked hard to make certain his operation is not only using as little fresh water as possible, but creating a lot less of pollution as well. Consider that each hour the entire facility uses enough water to fill a 48-foot semi trailer. Just the blasters on the tunnel wash use 80 gallons per minute. He reports that systems have enabled him to treat up to 80 per cent of effluent, making Rock N Wash ™ not only Canada’s second largest vehicle wash centre, but likely its cleanest.

Expect to see more Rock N Wash locations as Blouin and others are set to open new sites starting next year. For example,

CONVENIENCE & CARWASH CANADA

29

City Saskatoon Kelowna Kingston Bay Kingston Bay Kitchner Waterloo Toronto

Wash Model Tunnel Tunnel In-bay / Automatic Tunnel In-bay / Automatic In-bay / Automatic In-bay / Automatic

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30 November | December 2013

The wash utilizes the Titan VPS™, which uses 80 gallons per minute of all-recycled water to thoroughly prep

vehicles for washing, at a low cost and with little environmental impact.

associate Darryl Mack will open a new location in Estevan late in 2014. A boomtown in south centre Saskatchewan, Estevan is the focus of a lot of oil and gas work and its vehicles are dirty. Mack will take full advantage of this by building a Rock N Wash facility that will offer an innovative truck wash. And, like the location on Whitemud Drive in Edmonton, Mack’s site will also work to be eco sensitive as well as entertaining.

Nothing happens without a great team Sylvain, his wife Louise and their children were seemingly on the job 24/7. He tells that on weekends when other kids were

out taking it easy, his sons stepped up to help him seal concrete or paint walls. “Everyone pitched in,” he says, pointing out that this includes a long list of suppliers and trades that are among the leading names in the industry. Here Blouin turned to the companies such as Pump & Pressure, Cleaning Systems Inc (CSI), and Lustra Professional Car Care. He also looked to New Wave Industries, Ltd. PurClean™ & PurWater™ as well as Kor-Alta, Richards Consulting, eGenuity, and Air Lift Doors, to help him realize his goals.

Thanks to the support of his suppliers and their equipment innovations, Sylvain is now able to offer the very best

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GRAND OPENING

BIG BOPPER OF THE CARWASH INDUSTRY

The PurWater™ Recovery system is engineered to reduce water and sewer usage and costs by as much as 85 per cent by providing odor free 5 micron quality water suitable for all washes

while not adversely affecting wash quality. Consider that a wash like Rock-N-Wash™ could use more than a million liters of water every month without a system like this in place.

cleaning results along with the most pleasant trip through the tunnel for the driver. This trip starts on the DuraTrans XD conveyor system; a zero-grease point design that reduces maintenance costs, increases the wash’s uptime, and provides the smoothest possible ride through the Rock-NWash™ tunnel. Along the way, customers encounter an array of colourful powder-coated equipment with a colour scheme unique to Rock-N-Wash™. The wash utilizes the Titan VPS™ (Vehicle Prep System), which uses 80 gallons per minute of all-recycled water to thoroughly prep vehicles for washing, at a low cost and with little environmental impact. Then it’s on to the DuraJet™ High Pressure Arch, that features 19 spinning turbo nozzles and a trapezoidal ‘swaying’ motion for overlapping coverage from every nozzle, along with custom LED illumination that supports the Rock-N-Wash™ brand. A separate Durameleon™ Arch uses LED-illuminated flipping manifolds for total application coverage and eye-catching action.

Because clean wheels are hugely important to customers, Rock-N-Wash™ relies on a ‘one-two’ combination of touchless and touch-based wheel cleaners. The DuraBlaster™ Touchless Wheel Cleaner pivots to follow each wheel for four feet of travel, for extended cleaning even at high wash speeds. The DuraScrubber Wheel Cleaner employs a bi-level brush to clean deep between wheel spokes while also delivering sparkling clean rim foregrounds. To really complement the clean wheels, the DuraShiner CV Tire Shiner applies dressing for shiny, black tires rolling on the application for rim to tread coverage with minimal waste.

Lastly, an array of AirCannon™ Dryers provide powerful columns of air for all-over vehicle drying, while blasting water out of mirrors, doors and body character lines ensuring RockN-Wash™ customers drive off fully satisfied with vehicles that are clean, shiny and dry.

At California-based New Wave Industries Ltd. they offer Reverse Osmosis and reclaim systems engineered with in-

32 September | October 2013

novative technology for efficient, cost effective operation.

The PurClean™ Spot-Free Rinse system provides an environmentally friendly means of pre treating the water hardness allowing the elimination of softeners and the brine water associated with them. The PurWater™ Recovery system is engineered to reduce water and sewer usage and costs by as much as 85 per cent by providing odor free 5 micron quality water suitable for all washes while not adversely affecting wash quality. Consider that a wash like Rock-N-Wash™ could use more than a million liters of water every month without a system like this in place.

Alongside the cleanest water, Rock-N-Wash™ is looking to CSI’s Lustra™ Professional Car Care Products division for its revolutionary ultra concentrated carwash chemical lineUltraflex. Utilizing Ultraflex in the wash process will enhance Rock-N-Wash’s ability to create a superior customer experience and exceed expectations, providing consistently clean, shiny, dry cars.

CSI’s SAS™ (Solution Application Systems) division has been chosen to be the primary supplier of several key chemical delivery systems. The Mizer pump and injector manifold systems will provide precision metering of the chemicals, reducing the overall consumption by as much as 15-20 per cent over conventional chemical metering systems. Here, Rock-NWash™ is expecting to reduce operational cost and further enhance the in-bay customer experience.

Ultraflex’s full product line of carwash chemicals allows Rock-N-Wash™ to provide the customer with not only a consistently clean, shiny, dry car, but also to provide knowledge to the customer that they are choosing to have their cars washed at a facility that actively uses products that are environmentally safe for our planet. CSI is ISO 9000 and ISO 14000 certified and produces the Ultraflex product line that is Earth Ready, meeting environmental criteria identified by EcoLogo, EPA’s Design for the Environment (DfE), and Euro-

pean Union (EU) environmental organizations. “These products are non-toxic, friendly to the ozone layer and free from aromatic solvents, NPE, HF/ABF, phosphates, formaldehyde and other harmful substances. This was an important criteria for Sylvain when he was designing Rock-N-Wash™.”

In addition to providing top quality results on the customer’s cars and being environmentally friendly, Ultraflex further enhances Rock-N-Wash™ operations by providing backroom space savings with product packaging in one-gallon containers and dispensed through reservoirs mounted onto the walls of the equipment room. Unlike conventional drums, the Ultraflex system requires minimum backroom space and

eliminates product waste typically left behind in large conventional chemical drums. All empty gallon containers of the Ultraflex products can then be community recycled along with other recyclable materials generated by the operator.

The Ultraflex product line is installed in the self serve bays, the tunnel wash and the truck wash area.

The SAS division will be supporting Rock-N-Wash™ by improving the chemical metering, cost reduction and the customer experience. The Mizer is a solution distribution and application system that maintains a consistent flow of solution and water to the wash allowing for minimum product usage and maximum coverage, cling and show. They are better

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GRAND OPENING

BIG BOPPER OF THE CARWASH INDUSTRY

Rock-N-Wash™ management also has the ability to access

and control all aspects of the business remotely via PC, Tablet, or Smart Phone.

able to control their costs and get better results by using less chemical. The Mizer eliminates countless pumps and allows for a simpler backroom.

There is no backroom without a front door and Sylvain turned to Josh Hart at Airlift Doors to help him make the best in first impressions with winning entry systems for his

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bays and tunnel wash. The doors for Rock N Wash™ were manufactured by Airlift Doors and installed through Belvedere Technical Service. According to Hart, the door panels were constructed of five-wall polycarbonate with aluminum rails. The hardware packages are made up of stainless steel hardware and include either the Strapeze counterbalance

system or stainless steel torsion springs. The doors are operated using the Magnaglide direct drive operator to make them as smooth running as technically possible.

Edmonton’s Pumps and Pressure Inc. is another point company in the project that will keep Rock N Wash™ rockin’. A full service supplier that provides entire wash bay and detailing equipment, compressed air systems, parts cleaning systems, waste water recycling systems, and systems for storing and dispensing bulk fluids and lubricants, Pumps and Pressure came through with around the clock attention to get Rock N Wash™ ready for its October debut. According to Project Manager

Darcy Ray, Pumps and Pressure crews were responsible for Self-Serve Car & Truck Wash Equipment with unique Powersave Option, LED lighting and Building Controls with Touch Screen Interface allowing remote site access. They also took care of In-bay dispensing including Fresh Scent, Washer Fluid, Tire Fill, Carpet Shampoo, & Foam Conditioning Wax as well as the unique Billable Sani-Dump Island with lockable cover and controls.

Rick Goodwin of Wolf Distributing & Systems Inc. was called in to complete the tunnel controls, finalize the installation and fine tune the tunnel operation. “It was sincerely

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GRAND OPENING

BIG BOPPER OF THE CARWASH INDUSTRY

Looking out to the crowd of friends and workers and suppliers and soon to be customers in his wash bays, Sylvain notes that, “Nothing gets done

without a great team.”

a pleasure to work with the expert support teams provided by Belanger, Lustra and Pumps & Pressure to bring this ultra-modern touchless tunnel online,” he said during the grand opening. He pointed a finger at Sylvain and his "can do" attitude as a leading cause for the successful business launch. “Its your ability to stay positive regardless of the obstacles that surfaced, is truly a gift,” he added.

Blouin takes energy saving seriously and Alta Pro Electric Ltd. helped him get the most from his energy dollar with complete electrical and communication services to the facility. For example, lighting was provided using LED technology that uses integrated infrared motion sensors that power down to lower wattage when the system is idle. The company also delivered and installed all the power and controls to the state-of-the-art Car Wash Equipment. “We at Alta Pro are truly proud to be a part of the construction team that has helped create this fantastic new operation,” says Alta Pro’s Kevin Brodziak.

Not surprisingly, Rock N Wash™ required complete connectivity between systems to give the site the total package service so important to Sylvain’s vision. Here he turned to eGenuity, LLC a provider of ezWash® a full featured point-of-sale solution for the car wash industry. After carefully and fully evaluating a variety of point-of-sale solutions, Rock-N-Wash™ found its decision to partner with eGenuity an easy one. Rock-N-Wash™ was able to take advantage of all the standard features

36 November | December 2013

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of the ezWash Software including full featured marketing programs including Gift Card, Customer Loyalty, Email Marketing, and Unlimited Monthly Wash Programs and custom design Kiosks using RuggedZoo’s® state-of-the-art and patented USB Plug and Play technology. In addition eGenuity provided Rock-N-Wash™ with custom development that allowed Sylvain to be creative and design innovative programs to meet his customers’ needs. The teamwork between eGenuity and Rock-N-Wash™ resulted in an innovative solution that controls all aspects of the site including the Lobby, Car Wash Tunnel, Self-Serve Bays for Cars, and Self-Serve Bays for Trucks. Rock-N-Wash™ management also has the ability to access and control all aspects of the business remotely via PC, Tablet, or Smart Phone.

When you have the biggest and the best you want to tell the world. Who knew Rock-N-Wash's news story was Alberta's first commercial permit to recycle grey water? No one until marinaMmedia focused the media message into one simple hook, and explained it in simple terms. They got the message out with ideas such as that for every car washed in the tunnel, a bath and a half of water is recaptured and re-used.

Rock-N-Wash used marinaMmedia to create simple, compelling reasons to read, listen and watch and Rock N Wash has captured the public’s attention in the process.

The great message also captured the attention of lenders such as Liberty Mortgage Services and Westpoint Capital, a company that provided short term bridge financing. Blouin reports that over the course of the project he had numerous challenges obtaining traditional leading from the chartered banks. This was until he contacted Clint Evangelista at Liberty who saw the quality of the project and believed in Sylvain’s capability to get it done.

"As project financiers, we were certainly impressed with Sylvain and how he conducted his affairs,” says Evangelista about the $7.5 million project. “His previous life in the corporate/project management world really showed. Sylvain was very professional and pleasure to deal with...and now his Rock n Wash™ facility is second to none,” he says noting they were impressed right off by Sylvain’s passion and knowledge of the project.

Looking out to the crowd of friends and workers and suppliers and soon to be customers in his wash bays, Sylvain

CONVENIENCE CONVENIENCE && CARWASH CARWASHCANADA CANADA 37 37

GRAND OPENING

BIG BOPPER OF THE CARWASH INDUSTRY

Tonight its all thank-you’s and opening day jitters. Tomorrow the really hard work begins with each car and truck passing through his facility.

notes that, “Nothing gets done without a great team.” Today, he stands on stage with sequins on his shoulders and an electric guitar in his hand. Tonight its all thank-you’s and opening day jitters. Tomorrow the really hard work begins with each car and truck passing through his facility. “It’s been a long road to

38 November | December 2013

get to this point where we are operational. But now we can just get down to doing what we said we would do – clean cars and trucks better, faster, and cleaner than anyone else and have more fun doing it.”

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Brewed Awakenings:

by Jillian Mitchell

It’s a Coffee-and-Tea Culture Indeed C

Widely recognized for its health benefits, tea indeed speaks to an array of consumers, including the healthconscious. Varieties such as green, black, white and oolong tea each offer independent medicinal properties, and many present caffeine-free options.

anadians take their coffee seriously, with a shot of milk. For many, the day’s cuppa Joe is a nonnegotiable routine—even if it means waiting in line-ups at the local coffee shop, sacrificing convenience for quality. Ultimately, this system “hiccup” presents much opportunity for the convenience channel, says Blair Wankling of Harlan Fairbanks, to recapture the hot beverage category.

“For years, c-stores were the away-from-home option to grab a coffee in the morning on the way to work. With QSRS, I think the bar has risen on the whole thing for everybody,” says the Harlan Fairbanks president, whose company specializes in Boyd Coffee out of Portland, Oregon. “It’s not satisfactory to have just a cup of coffee anymore; it needs to be convenient, well-branded and well-presented, in a variety of sizes, blends, and flavours.”

Consumers are looking for a coffee experience, adds Chuck Arcand, corporate director of Canadian Marketing for Core-Mark International. Long gone are the days of the three-pot dark, medium and decaf, and c-store suppliers and owners are aiming to create a fully-branded, profitable line-up.

An estimated 14 billion cups of coffee are consumed in the nation every year, making coffee the most-reached-for beverage (excluding tap water).

Though coffee beverage consumption continues to be highest among Canadians aged 65 and over (81%), an estimated 37% of Canadians in the 18to 24-year old group drink coffee—and the latter prefers specialty beverages such as cappuccinos, lattes, espresso, café mochas and iced coffee.

In order to cater to both demographics, Arcand suggests offering a branded coffee program with consistent quality and flavour options. As such, Core-Mark International offers a two-button system serving Arcadia Bay French and Columbian roast, which is then accompanied by flavour shots in a specific dispenser. Also in demand are individual portion packs or bulk dispensers of flavoured cream (provided retailers can move 100 cups or more per day for the bulk option). Trending flavours are French vanilla and hazelnut, which according to Arcand, will accommodate about 80% of market demand.

“In this channel, C-stores tend to lead trends when it comes to snack foods, tobacco, and retail

CONVENIENCE & CARWASH CANADA

41

“WE’VE SEEN LARGE CHAINS IMPLEMENT A KEURIG IN ALMOST 100% OF THEIR LOCATIONS IN THE LAST YEAR AND A HALF.”

cold bevs,” says Arcand.

“Typically, hot beverage is more of a foodservice item that is less labour intensive than hot food offerings, but still requires significant attention from the retailer.

This is something that the C-store is challenged with, but can overcome with the right on-demand program like Arcadia Bay offering reduced waste and still providing a consistent cup of coffee.”

Interestingly, the number-one item sold by the Starbucks Coffee Company is milk, not coffee. Upgrading coffee offerings to include specialty coffees, then, is integral when targeting the Canadian market. An added bonus, hand-in-hand with this niche comes a higher price point (a $4-coffee versus a $1-coffee).

Flavoured hot coffee sales can be maintained by staying abreast of beverage trends and bringing out new flavours in addition to the two biggest sellers. As Wankling suggests, “Keep it fresh. We continually release new hot cappuccino flavours, such as glazed donut, cinnamon bun, and cookies and cream cappuccino, as well as chocolate caramel macchiato and seasonal flavours like pumpkin spice and peppermint twist.”

Made-to-order coffee programs like the Keurig ® Single-Cup Brewer offer much reason for optimism in waste management. Typically, a brewedcoffee program with a glass-pot thermal system emits waste of 15 to 20%, and that’s including decaf; the Keurig system presents a zero-waste solution, explains Todd Campbell, director of sales and marketing Western Canada, Van Houtte Coffee Services.

“Probably the biggest trend we’re seeing is the migration to the Keurig system,” says Campbell.

“We’ve seen large chains implement a Keurig in almost 100% of their locations in the last year and a half.”

With the Keurig system, coffee brewed is coffee sold. The application is quick and easy, says Campbell: customers select their cup, place a KCup® coffee package into the machine (which is available in regular and decaf in a variety of flavours), close the lid, and push the button to brew.

A single-brewed fresh cup of coffee is ready to drink in one minute’s time—with no waste. Keurig technology also offers large-batch brewed coffee, producing eight cups at a time in two minutes,

42 November | December 2013

which will “decrease brew time, and increase flavour extraction.”

As Campbell adds, many c-stores have introduced the Keurig system as a replacement for—or addition to—a glass-pot thermal system, depending on the store’s volume. Additionally, the system presents a solution for smaller operations that don’t warrant a hot cappuccino machine.

“It opens a wide range of beverages to satisfy customers that right now are leaving to get a beverage somewhere else,” says Campbell, citing the company’s new Indulgence flavoured line as a current focus. “It’s for sure the biggest revolution in coffee.

Again, you’re opening up all those sales without introducing a barista and that type of expensive equipment. We see Keurig as a great growth opportunity for us and for our c-store customers.”

Through the aforementioned innovations, consumers are starting to re-recognize c-stores as a convenient source for quality beverages. And it’s not just coffee they’re after. Quickly moving up the popularity ranks is hot brewed tea, which worldwide is second only to water as the most consumed beverage, even more than coffee. In 2011, tea landed in fifth place on the nation’s most popular foodservice beverage list.

Perhaps most widely recognized for its health benefits, tea indeed speaks to an array of consumers, including the health-conscious. Varieties such as green, black, white and oolong tea each offer independent medicinal properties, and many present caffeine-free options. As for flavour, the sky’s the limit!

With the advent of tea franchises like David’s Tea,

for example, consumers have access to a wider variety of tea flavours, as Campbell suggests, adding that offering a good selection of tea will create a competitive advantage.

“Instead of Earl Grey or just a box of Red Rose tea,

you can have four or six ularly a brand that drives customer loyalty. “I think selections of tea—fla- brand names are quite important, and it doesn’t vours like lemon blue- necessarily have to be a brand that everybody berry passion, cranberry knows; just the fact that it’s branded with the POS green tea, or black tea. and it’s presented in a way where it sends that imThere’s a wide variety of age that it’s a quality beverage. The brand name sends a signal of quality to them.” tea available Marketing solutions to grow hot through the FOR BOTH beverage sales include positioning Keurig sysCOFFEE AND TEA, the offering in a place of prominence tem as well— THE IMPORTANCE within the store. It’s not one-positioneven a chai OF BRAND NAMES fits-all in the c-store sector, however; latte.

And a decision must be made as to what CAN NOT BE again, you’re not wasting UNDERESTIMATED, placement constitutes profitability.

For example, some locations may poanything beHE ADDS, sition the hot beverage station front cause you’re PARTICULARLY of store for convenience; but on the not brewing A BRAND flip side, having it in the back draws anything until it’s sold.”

THAT DRIVES consumers through the store. WherFor Wankling, the tea market is esever the placement, the important sential to target: “When looking at the CUSTOMER fact is that it’s well-advertised and changing ethnicity of Canada, there’s a LOYALTY. promoted in and out of store. lot of people coming to Canada where “Get people to try it, “ cites Wandrinking coffee is not the norm. For most of the rest of the world, tea is the most popu- kling as the ultimate marketing goal. “You only have to prove it to them once before they’ll wonder lar beverage, not coffee.”

For both coffee and tea, the importance of brand why they would wait in line for 20 minutes somenames can not be underestimated, he adds, partic- where else.”

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Take Control of Your Car Wash Network

The Evolution of the Car Wash Entry System

by Rob Deal One place technology has had a profound effect

is the car wash entry system. The advancements we have seen in this component of the car wash equipment have enabled many to begin to market any type of car wash with amazing graphics, consistent messaging and excellent customer retention tools. It’s almost the equivalent of the advancements of the telephone where we have moved from the rotary dial, land line phone that could only be used at home or office to the wireless smart phone that can be used anywhere with capabilities that are incredible.

A

s a point of reference, 50 years ago there wasn’t a single function of the car wash POS that was automated. The process was labor intensive: arrive at the car wash and be greeted by a person (service writer) who would review wash packages with you, present promotions and push upgrades, eventually writing down your order and handing it to you; you’d proceed to the next attendant who would commandeer your vehicle onto the conveyor while you walked to the tunnel exit, pay for your wash and wait for your car as it progressed through the tunnel. In the case of the C-Store, the “code of the day” would be posted inside the cashier’s kiosk and given out to each customer that bought a wash.

The car wash point-of-sale technology evolution began with the In-Bay model with code-only

CONVENIENCE & CARWASH CANADA

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access systems in which the customer purchased their car wash inside the store and was provided a numerical code which they then entered on a keypad at the entrance to the In-Bay. Although this development reduced labor costs, it also eliminated upsell opportunities because the clerk inside the store rarely had the time or training to effectively promote the carwash.

This type of system was slowly replaced by a mechanical 3 or 4-button entry system that allowed customers to pick a wash package and pay for it using coins only. This took the car wash industry into the late ‘80s.

The first automated POS entry systems for the conveyor/ express market began appearing in the ’90s. They were rather basic by today’s standards but introduced the concept of the electronic attendant to the industry. Thus, providing a means to present promotions and options to the customer without the need of a live attendant. These early models were very static with a four button limit on wash options and no ability to offer a la carte add-ons. Promotions were confined to discounts on gasoline or token notes given out to discount the wash.

In the first decade of this millennium, a much more sophisticated computer-based POS terminal model grew in popularity within the conveyor/express wash segment. Integrating video and feature-rich software, they enhanced the customer experience while delivering real-time data and controls to the C-store operator. With an ever-more demanding customer expecting more at the car wash (deals, discounts and loyalty programs) plus more value for their money, these new systems responded to these demands in many ways that weren’t feasible before.

Although early models represented a great stride forward with many new features, they also had their limitations: • They accepted coins, bills, credit cards and tokens but could only issue coins for change • They offered little or no connectivity to the tunnel equipment and, thus, no feedback on tunnel performance • Videos could only play in one language • They had no means to offer upgrades to customers • They contained no cash control or management capabilities • They had no capability for multi-site connectivity The newest entry systems have eliminated many of the drawbacks and expand on the strengths of their predecessors, providing many more opportunities for customer interaction: • Larger touchscreen displays have become standard providing an ideal opportunity to connect with your car wash customers; cross promote in-store

46 November | December 2013

features and specials; advertise gift cards, loyalty programs and wash clubs.

• Bilingual videos provide the opportunity to connect with a more diverse community.

• Custom screen graphics and decals enhance the branding of your location.

• Modern systems accept coins, bills, credit cards, tokens, scan barcodes, dispense and activate gift cards, and recognize promotional codes. They dispense a variety of coins, multidenominational bills, tokens and print receipts. The scalable models can now be outfitted to best suit the operational needs to complete just about every function.

• Offer customers a la carte menu upgrades to help increase your per wash revenue.

• Loyalty and Frequency programs can be implemented to entice customers to visit your car wash on a regular basis.

• Implement your entire marketing calendar by scheduling your promotions in advance. Then, the videos and pricing activate automatically at the moment you’ve specified.

One of the biggest advantages of modern systems is their feature-rich software that has allowed owners to be connected to their location(s) without being onsite. The software provides incredible control, monitoring and management capabilities: • With the car wash equipment interface, alerts are sent via email or text to notify key service and management personnel of component failures, service notifications and other issues before they interrupt your business.

• Owners, managers and operators can access the system remotely and change prices, packages, promotions and backgrounds from any web-enabled device (smartphone, tablet, laptop and desktop PC).

• Software features track and store operational history.

• Manage multiple car wash sites from any web-enabled or smart device.

• Monitor your operation with real-time statistics over the internet.

• Complex software allows the ability to manage customers, clubs and promotions.

• Enable car wash sites to substantially increase volume by speeding up the process.

Now, radio-frequency identification devices (RFID) are being integrated into the entry system making things

even more interesting. RFID technology allows for secure vehicle identification through the use of tamper proof tags with an electronic chip inside. This has made Fleet and Wash Club programs possible, and they proliferated throughout the car wash industry. Once these advances became prominent in the Express car wash model it wasn’t long before In-Bay and Self-serve operators were requesting the same kinds of benefits.

Evolution continues to pick up pace with new payment methods on the horizon like mobile wallet, tap and pay. Yet, for the car wash operator, we are in a golden age where technology has reached a level of sophistication that allows the marketing, managing and monitoring to be conducted conveniently from just about anywhere.

Vital and current information and statistics are readily attainable to assist in financial and operational management decisions. All of this plus having the car wash seamlessly integrate with the C-store to help maximize every marketing and branding opportunity. Now if I could just figure out how to stop my VCR from flashing “12:00”….

About the Author: Rob Deal has participated in the car wash industry as an operator, owner, manufacturing manager, and account rep. Rob joined Innovative Control Systems in 2008 where he coordinates projects with equipment manufacturers, oversees large corporate accounts, and handles development of international business.

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ANNOUNCEMENT CONVENIENCE & CAR WASH CANADA TO BE MEDIA PARTNER FOR A NEW INTERNATIONAL TRADE FAIR IN EUROPE

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eading forecourt equipment manufacturers have voted to switch their allegiance from Frankfurt’s Biennial event Automechanika, to a new exhibition in Stuttgart, Germany, taking place from June 3-5 2014. Called UNITI expo, it will be Europe’s largest trade fair for the retail petroleum and fuel handling market, encompassing some 35,000 square metres of exhibition and conference space. The event, received a huge boost last month, following a meeting of the CECOD general assembly in Stockholm, Sweden.

(CECOD is a European association of equipment manufacturers for service stations, consisting of 25 leading industry equipment suppliers.)

CECOD members voted unanimously to nominate UNITI expo as their primary biennial European event, which means that major fuel handling equipment suppliers like Wayne, Gilbarco VeederRoot, Tokheim, OPW, Petrotec, Scheidt & Bachmann, Franklin Fueling Systems, Doms, Elaflex Hiby Tanktechnik, Fafnir, Hectronic, Dürr Technik, Huth Elektronik Systeme, Bennett+Sauser AG and KPS Pipe Systems will now all have a significant presence at this new initiative which , say the organisers, will make it the industry’s leading international trade fair in Europe for 2014.

After the meeting, Damian Tracey, president of Wayne, EMEA and chairman of CECOD said: “This was an important vote, taken on the back of a great deal of work conducted over the last six months, involving specific research among suppliers and visitors to existing trade fairs. We concluded that the member companies of CECOD and most probably the industry at large, would like to become involved in a new exhibition, dedicated and much closer to the industry’s expectations for the leading trade fair in our business.

We look forward to working with UNITI over the coming years, in the best interests to make this new international event the preferred choice not only to our industry but most importantly to our customers.”

More recent news on UNITI expo, which C&CC will be partnering following discussions last week, is that the US trade association the PEI will have a presence at the event and has offered speakers for the conference programme. Organisers McLean Events from the UK and Com-a-tec GmbH from Germany, jointly responsible for the international Sales & Marketing of the event, claim to be delighted with the take up of exhibition space and the support generally the event has received. Nick Needs, Managing Director of McLean Events said “The positive activity directed at UNITI expo in the last couple of months has been quite phenomenal.

We have secured every past exhibitor to Automechanika, bar 20 and secured 35 new companies in the process. We are still eight months away. The main reasons people are booking into UNITI expo is that the show is dedicated solely to the business of fuel handling and fuel retailing, making it the ideal place for international distributers to meet up with their European manufacturing partners. It also has an open period of only 3 days, whereas Automechanika was open for nearly a whole week, which really used to stretch exhibitors. The chosen venue, Messe Stuttgart, has an International airport on site and an abundance of reasonably priced accommodation in the immediate area, which again works very much in our favour”

UNITI expo is operated and owned by UNITI, the German Federation of Petrol Retailers.

More information on UNITI expo at: www.uniti-expo.com Nick Needs Managing Director McLean Communications Ltd www.mcleanevents.co www.erpec.com nick@mcleanevents.com Phone: +44 7786 607075

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50 November | December 2013

Effective Training to Separate Your Store from the Pack STORE OWNERS AND MANAGERS OFTEN VIEW EMPLOYEE TRAINING AS A LUXURY: NOT A COMPETITIVE AND STRATEGIC NECESSITY. IF YOU FIND YOURSELF ASKING “WHAT IF WE TRAIN OUR EMPLOYEES AND THEY LEAVE?” THINK ABOUT IT LIKE THIS, WHAT IF YOU DON’T TRAIN THEM AND THEY STAY?

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EMPLOYEES WHO BELIEVE IN A COMPANY AND ARE COMMITTED TO ITS SUCCESS WILL STAY LONGER. THE LONGER THEY STAY THE HIGHER YOUR RETENTION RATE AND THE LOWER YOUR EXPENSES ARE TO RETRAIN NEW PEOPLE.

If you believe your current training program is adequate, ask yourself: • When was the last time you or a member of your staff attended a training session or selfimprovement course?

• As a company, do you emphasize training as part of your success?

• Do you foster an atmosphere for learning and improvement?

If you can’t remember or answered no to these questions it may be time to re-evaluate. Training employees properly is essential to any growing business. Not only does it help to develop their potential, to an employee personal growth can be just as important as a benefits package. Plus, employees are usually more loyal to companies that value them and want to help them grow.

Employees who believe in a company and are committed to its success will stay longer. The longer they stay the higher your retention rate and the lower your expenses are to retrain new people. A lower turnover rate supports a workforce that is more productive, enthusiastic, and motivated. Possibly the best benefit to you is better employees.

Training does take time and resources and if you don’t invest in a thorough and proper program it can be a waste of time for both company and employee. Quality employees require quality training and allowing them to breeze through substandard “101” type courses will not ensure success.

When creating or evaluating your training program strive to make sure all these conditions are met: • Support from Management. From the very top level of management, there needs to be a commitment to training or it will be nothing more than a charade. Training is a process that repeats over time and not just a single learning event. It’s important for all managers to foster an atmosphere of learning and embrace it enthusiastically.

• Alignment with Corporate Goals. Your training program should align with the company’s strategic goals. If done correctly, proper training can be a very effective tool to reach new heights in your performance objectives.

• Determine Your Needs. Before you launch into a training program, take the time to assess what you do well and what needs improvement. Get help from your current employees by asking them what could be done better, what’s holding you back, and what skills they feel they are lacking to do the job better.

• Implement and Deliver. Doing all the leg work to create a fantastic training program helps nobody if you don’t implement and deliver it properly.

52 November | December 2013

Training programs most certainly should include specific skills to do the job, but can also include topics such as communication, people skills, time management, dealing with disputes, and building strong teams. Analysis along with asking your current employees is a great place to start when determining the best training program.

Technology today enables owners to train employees quickly, easily, and at their own pace through many channels. Probably one of the most inexpensive, convenient, and time-efficient ways to distribute information is through a webinar.

They have quickly become an indispensable part of the learning world. Webinars reduce travel expenses and the administrative time needed to facilitate in-person meetings. They allow you to reach a broader audience in any location and require only computer access to attend. Webinars can be created in a short amount of time and have quickly edged out traditional learning experiences in popularity.

Dozens of companies and software products are now available that make distributing high quality webinars simple and inexpensive. Once you record the initial presentation, you can then re-use it as many times as you like without further expense.

While creating webinars can be done by anybody, subtle changes here and there can make or break the overall experience for your employee.

A quality presentation will ensure trainees stay engaged and help them to retain the new skills they are learning. Follow these “tricks of the trade” to achieve the best results.

Keep your information brief and on point.

Because you are not standing in front of your students as in a traditional classroom, you have no way of knowing if they are paying attention or taking a nap. Keep training sessions to around 20 minutes which is the average length of an adult’s attention span. Break up your training topics into a series of shorter topics instead of one long session.

Don’t forget the use of visual aids. Again, your audience has a fickle attention span and giving them more to look at will help hold their attention.

Use photos, videos, a lively host, and colorful slides to make the presentation really pop.

If you are camera shy hire out an engaging host.

When recording be sure to opt for natural lighting, stand or sit in front of a solid background, and wear a color that contrasts with the background. If using a webcam, place it right above the monitor so it looks like the presenter is looking at the

audience even if they sneak a peek at the presentation. If you are unsure about live video, you can easily record the webinar instead using audio paired with slides.

Choose a high quality technology vendor. Broken connections or long waits to load slides will seriously impact the overall quality of your training. Many companies today such as WebEx, Adobe Connect, Go To Webinar, and Instant Teleseminar offer high quality and affordable services.

Webinars are here to stay as an indispensable, inexpensive, and convenient training tool. Once you begin using them in your training program, be sure to follow up with each employee to ensure the training was valuable and provided them with the skills they needed. Remember, solid employee training is not just a matter of survival in today’s business landscape, doing it right is what separates high performance organizations from the pack.

Prepare everything beforehand. This includes creating slides and exercises for the employee to complete. Do not read from a script during your presentation or it will come off as canned and boring. Instead, run through everything to make sure it moves along in an organized and timely manner and then record it while speaking naturally.

When recording, think like a talk show host. Keep your energy levels up and get the most out of your information.

While recording, it’s always a good idea to have an additional facilitator who can handle the technical side of things. This enables the presenter to focus on the presentation and not get distracted.

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AWARD WINNING, PREMIERE MAGAZINE PUBLISHED FOR THE CONVENIENCE STORE, PETROLEUM AND CARWASH INDUSTRIES. Each issue Convenience & Carwash Canada offers articles that keep the convenience, petroleum and carwash industries abreast of new trends, new products and upcoming events with articles written by industry professionals.

Advertise Today! – Reach Diverse New Markets Call Cody Johnstone at 416-838-4674 or email codyj@convenienceandcarwash.com

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HASHTAG:

#StopRetailCrime SHOPLIFTING HAS EVOLVED INTO A MORE LUCRATIVE CRIMINAL ENTERPRISE.

E

ach year organized groups of professional shoplifters steal or fraudulently obtain billions of dollars in retail merchandise to resell back into the marketplace.

This activity, known as Organized Retail Theft, is a growing concern for retailers across Canada. In addition to the direct financial losses to retailers, those who engage in Organized Retail Theft also pose a significant threat to the safety of employees and the community during the commission of their crimes.

What's more concerning, is the potential public health and safety concerns involved – for example, some products commonly stolen for resale include infant formula, over-the-counter medications and other health & beauty items; which may be expired, repackaged, or improperly stored or handled before reaching the consumer.

Recognizing this and with employee and community safety top of mind – the Retail Council of Canada, Building Owners

and Managers Association of Toronto (BOMA), Interac Association, FACECROOK and retailers like TJX Canada, Loblaw Companies, Sobey’s, Mac’s Convenience Stores and Building Technologies have partnered with Toronto Crime Stoppers, Ontario Association of Crime Stoppers and the creative team at DDB Canada to develop a proactive campaign to bring awareness to the issue of Organized Retail Crime.

The focus of the initiative is straightforward – create awareness in the community on the growing issue of retail theft, let the offenders know the retail industry is taking action and lastly, provide the community with a conduit to relay anonymous information of offenders to the police by calling Crime Stoppers.

By working together with aggressive campaigns like this, Toronto Crime Stoppers and the Retail Industry will continue to make a difference in the prevention of crime at their locations. For more information on Organized Retail Crime visit: itcostsusall.com Sean Sportun, ICPS Manager, Security & Loss Prevention Mac’s Convenience Stores sean.sportun@macs.ca

CONVENIENCE & CARWASH CANADA

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Smokes and Mirrors

by Kelly Gray

FIRST NATION TOBACCO IS A HIGH STAKES GAME WITH C-STORE OPERATORS CAUGHT IN THE MIDDLE.

ILLE GAL T

THE RCMP REPORT THAT THE MANUFACTURE OF TOBACCO IS BEING DONE ILLICITLY ON RESERVES IN ONTARIO AND QUEBEC WITH AS MANY 50 PLAYERS PRODUCING A VARIETY OF PRODUCTS THAT ARE SHOWING UP OFF RESERVES AND BEING MARKETED IN COMMUNITIES ACROSS THE COUNTRY.

obacco represents more than 26 per cent of sales and almost 13 per cent of profits for Canada’s convenience store industry. The product is highly regulated from all points of the government spectrum. There are federal regulations, provincial ones and even municipal ones in some jurisdictions. Stores must comply or face penalties that could shutter the business or land operators in jail.

With this in mind many C-store operators have been displeased and more than a little surprised to discover their Federal government has (until fairly recently) been licensing a competitive stream of tobacco manufacturing. This stream of cigarettes and other tobacco products from manufacturing

56 November | December 2013

plants on First Nation sites are being sold at greatly reduced cost that is cutting deeply into C-store sales. In fact some operators like John Davis of Main Street Market in Pipestone, Manitoba, report more than half his sales of tobacco went up in smoke when the Canupawakpa Dakota First Nation started its Chundee Smoke Shop in 2011. He reports that since 1992 people in the small community have looked to him and his staff for a full line of tobacco as well as some grocery and postal services. But, he says,” Its tough to compete with cartons at $40.” His store is 15 kilometers from the location of the off-reserve shop where they have been selling tobacco products at greatly reduced prices due largely to the fact that the shop pays no provincial tariffs. At issue is the First Nation

tion of gatekeepers such as trained C-store clerks. band’s insistence that they are a sovereign At issue is documented fact that minors have been nation (The Dakota are classed as refugees easily able to access stocks of cheap tobacco in a and have only a treaty with Britain and not FIRST NATION move that undermines attempts to limit exposure Canada) and as such are exempt from proIN ALBERTA AND vincial taxes, a hefty component in the price SEIZED MILLIONS to children. Others, such as the provincial governments note that tobacco duties pay a good sized of a pack of cigarettes. No big surprise then OF DOLLARS chunk of health care costs and having this product when provincial enforcement officers went IN STOCK. THE sold without tariff hurts all people in their regions. to the shop (four times beginning in Nov COMMUNITY IS IN Currently, a variety of legal battles are under2011), seized the stock of tobacco products COURT CONTESTING way in Manitoba, BC, Alberta and other areas. and closed the business. Now both sides are THE SEIZURE AND Big tobacco is also in court over things like brand involved in a legal battle with the First NaASKING FOR MORE infringements. One thing is certain; this is a chaltions groups claiming they have suffered from THAN $3 MILLION lenge that will not be going away any time soon. armed robbery and kidnapping by a foreign power following the stock seizure and arrests.

IN COMPENSATION. There is simply too much money at stake. Unfortunately, the C-store operator is caught in the middle The story goes back some years but in 2004 of this game of smokes and mirrors.

Rainbow Tobacco was launched in Kahnawake Mohawk Territory, a site near Montreal. Until 2012 the business was Federally licensed to manufacture tobacco products and the government collected duty under a Canada Revenue Agency permit. The shag and burley hit the fan when Rainbow let it be known that they were planning on shipping tobacco products to First Nation’s communities Since 1924 across the country. Their brief insists that members of Canada’s aboriginal community have a right to trade amongst P.D. McLAREN LIMITED themselves as sovereign units much as they have for millennia. Further, they claim that smoking tobacco is actually a product they originated and as such they claim first rights on its manufacture and distribution, a claim refuted by big tobacco, all governments and the retail channel. Seizures ensued and the CRA pulled the license. Now the RCMP report that the manufacture of tobacco is being done illicitly on reserves in Ontario and Quebec with as many 50 players producing a variety of products that are showing up off reserves and being marketed in communities across the country.

Currently the Federal government has launched a 50-person task force to combat the challenge to its authority. Provinces have gone onto reserves such as the Montana First Nation in Alberta and seized millions of dollars in stock. The community is in court contesting the seizure and asking for more than $3 million in compensation.

Organizations such as the RCMP, the National Coalition Against Contraband Tobacco and the Canadian ConveAutomotive Cleaning Solutions nience Stores Association all point to a number of problems with First Nation tobacco sales. For instance, the RCMP Burnaby 604-437-0616 Burnaby Toronto 604-437-0616 905-428-8403 claim the funds earned from the contraband sales are goBurnaby 604-437-0616 Calgary ing to support other forms of illegal activity. The Canadian Calgary 403-287-1633 Calgary Montreal 403-287-1633 514-791-6398 403-287-1633 Convenience Stores Association points out that tobacco is www.pdmclaren.com a controlled substance that requires the responsible atten-

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CONVENIENCE & CARWASH CANADA

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WHAT’S NEW BRADLEY BEGINS SHIPPING COMMERCIAL ADVOCATE® LAVATORY SYSTEMS

Company anticipates high demand from commercial, retail and hospitality companies as well as restaurants and universities for the completely touchless and sustainable hand-washing solution Bradley Corporation, the leading manufacturer of commercial plumbing fixtures and washroom accessories, today announced nationwide availability for the company’s latest commercial handwashing innovation – the Advocate® AV-Series Lavatory System. This sleek, “all-in-one” sink, faucet and dual-sided hand dryer solution delivers the first U.S. made, completely touchless hand-washing experience for a more sustainable, clean and efficient lavatory environment.

For more product information, please visit www. bradleycorp.com/advocate.

To request additional information or to speak to a Bradley representative in your area, please call 1-800-BRADLEY or email kris.

58 November | December 2013

alderson@bradleycorp.com.

www.bradleycorp.com.

About Bradley Corporation Headquartered in Menomonee Falls, Wis., Bradley Corporation has been the industry’s leading manufacturer of commercial plumbing fixtures and washroom accessories for more than 90 years. The company’s diverse client base ranges from small local facilities to international corporations such as WalMart, Toyota, Boeing, W.W. Grainger, Smithsonian Museums, Bechtel, HOK and AMC Theaters Corp.

Bradley products include commercial plumbing fixtures, washroom accessories, partitions, emergency fixtures and plastic lockers. Bradley has supported American manufacturing for generations and strives to keep jobs in the United States. Today, the company owns and operates facilities in Wisconsin, Ohio and Michigan.

Bobi Bee™ Pioneers New Industry Category

Bradley’s new Advocate AV-Series Lavatory System has earned some of the most prestigious awards in the fields of architecture and design including the 2012 GOOD DESIGN™ award from the Chicago Athenaeum: Museum of Architecture and Design and the European Centre for Architecture Art Design and Urban Studies, the 2012 Product Innovation Award from Architectural Products magazine and the 2012 Platinum Award for Design Excellence from Design Journal. For more information, please find Bradley Corporation on Twitter @bradleycorp and Facebook.com/ BradleyCorporation, or visit

Unlike conventional caffeinated energy drinks, caffeinated energy shots, and caffeinated gums, Bobi Bee™ is the first and only treat of its kind to suggest that the more you eat, the better the benefits. Bobi Bee™ reports that their product is so revolutionary it works synergistically to fire-up up the body’s own energy furnaces, the Mitochondria.

According to Joe Williams, Bobi Bee’s Founder, President and CEO his energy-treat puzzled buyers when it first launched. Is it a candy? Is it a snack? Is it a supplement? Is it an energy food? How does it give energy without caffeine?

Into which product category does it belong? Williams says Bobi Bee™ has created a whole new industry category and can be placed anywhere in the store. It is healthy, nontoxic, caffeine-free, glutenfree, and made with pure raw uncooked certified organic kosher Manuka Honey. Bobi Bee™ is naturally sweet and delivers powerful beneficial healthy ingredients that power-up the body’s energy furnace, naturally.

Bobi Bee™ is a brand owned

by Bobi Bee™ Sweet Treat USA, a division of Innovative Custom Products, Inc., and can be contacted at: contact@icpCorporation. com or at (414) 3581802 or you can visit the company’s websites at www. icpCorporation.com www. bobibeesweettreat.com.

Clipper Petroleum Implementing Latest

Gilbarco Retail Technology; Reports Increased Transactions and Sales

Gilbarco Veeder-Root’s portfolio of retail technology solutions is making a big impact across the Clipper Petroleum network. Clipper is the first retailer in the country to install Purchase@Pump™, a new turnkey solution that increases in-store sales by adding the ability to purchase high-margin products and services directly from the pump. Clipper also installed Impulse™, a sophisticated upselling and customer engagement product, at numerous sites. Gilbarco Veeder-Root and Clipper will demo Purchase@Pump and Impulse live in the field to NACS show attendees in Atlanta next week.

“Clipper has been rolling out Gilbarco’s Applause™ TV media at the pump solution at our sites over the last year,” said Ed Hong, vice president of Retail Operations for Clipper. “So we were eager to add Impulse and Purchase@ Pump. Upselling transactions inside with the Impulse solution, and now on the fuel island with Purchase@Pump, are adding up to increase sales across the board.”

The Clipper endorsement of and decision to roll out Impulse is based on the chain’s reported increase in sales of targeted items

following implementation at five sites. Clipper also shared that it obtained 9,200 consumer survey responses from the same five sites over a three-month period, reinforcing the high-reach, high-engagement promise of the Impulse product. Impulse serves relevant promotions to consumers via proprietary adaptive algorithms, while notifying the cashier and prompting their engagement in the upsell opportunity.

“Impulse is the only countertop upsell product in the industry that is 100% focused on delivering the right targeted upsell to each individual consumer, leading to increased sales opportunities and proven results,” said Travis Bouck, vice president of marketing, North America, for Gilbarco Veeder-Root.

“And adding Purchase@ Pump to our suite of retail solutions represents a new way for retailers to get a solid return on their forecourt investment,” added Bouck.

Purchase@Pump factors in data such as weather, time of day, and retailer promotional preferences in order to directly generate sales to traditionally fuelonly customers. The system has the secondary benefit of minimizing transaction fees by combining fuel and merchandise purchases into one payment transaction.

Both Impulse and Purchase@ Pump will be featured at the Gilbarco Veeder-Root booth, October 12-15 at the NACS Show. Gilbarco Veeder-Root will also shuttle interested guests to see both products live in the field at a nearby

Circle M Convenience Store and Gas Station at 983 Thornton Rd, Lithia Springs GA. Contact a Gilbarco associate at the NACS Show, booth #4217, for details.

Gilbarco Veeder-Root Partnership Enables Consumers to Purchase Lottery Tickets at the Dispenser Gilbarco Veeder-Root has announced the launch of Play at the Pump in partnership with Linq3. The Play at the Pump application allows US consumers to purchase lottery tickets via the dispenser. This new service gives US retailers access to would-be lottery players, increasing the lottery sales opportunity among consumers that may not enter the store, and encouraging repeat business.

While Play at the Pump is designed to drive forecourt sales of lottery tickets, it has also proven to increase overall lottery sales, both at the pump and inside the store, by generating awareness of high jackpot games. The application is easily implemented with Passport® POS and the Encore® dispenser family.

Gilbarco is planning future applications for other combinations of Gilbarco Veeder-Root technology.

Minnesota and Missouri are currently piloting Play at the Pump, and the product is expected to expand into more states in 2014.

Gilbarco Announces the Latest Passport® Point-of-Sale

party systems. Passport provides existing customers with a straightforward path to EMV and PA-DSS 2.0 compliance.

Gilbarco Veeder-Root has announced the release of Passport v10, their most advanced retail point-of-sale system (POS) application to date. The new product was introduced at the 2013 Association for Convenience & Fuel Retailing (NACS) Show October 12-15 and offers many new features including PA-DSS 2.0 compliance, age verification, mobile payment, remote management, and lottery ticket sales from the dispenser.

The new product also allows retailers to differentiate their sites from competitors through features like mobile payment and lottery purchase at the pump–powerful tools to engage and build loyalty with the customer base.

Passport v10 also enables the new Insite360™ suite of business management tools, which delivers closer monitoring, management of fuel prices, and control of configuration setting and reporting, making Passport v10 the most robust remotelymanaged POS system on the market.

Passport v10 continues to build upon the strengths of the system, including lower training time for cashiers and a higher degree of compatibility with loyalty programs and other third

The Little Slugger A new twist on an American tradition for kids! The first and only line of baseball-bat shaped ice cream cones and snacks Hitting home runs around America Spring 2014! Marking and Promotional Overview

The Little Slugger is introducing the first and only line of baseball-bat shaped ice cream cones and snacks to the consumer market.

Aligning with the start of Major League baseball season, The Little Slugger product lines will hit store shelves in the spring of 2014, together with robust marketing and promotional campaigns to increase consumer awareness and sales.

For more information please visit www.TheLittleSlugger. com, email Tony@SluggerCones.com or Louis@SluggerCones.com, or call 773-796-4052.

Gilbarco Announces New Compressed Natural Gas Dispenser Gilbarco Veeder-Root has announced a new Encore compressed natural gas (CNG) dispenser that best positions retailers to capitalize on the increasing popularity

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WHAT’S NEW of alternative fuels. CNG is a highly pressurized fossil fuel that acts as an alternative to gasoline, diesel and LPG. Popularly known as the “green fuel” because of its environmentally friendly characteristics and its cost effectiveness in comparison to gasoline and diesel, CNG is quickly turning into the most preferred alternative fuel worldwide. As the newest member of the Encore product line, the CNG dispenser features a familiar refueling experience and seamless upgrade path, with superior safety features and a faster fill rate.

industrial operations, petroleum/convenience stores and multi-site retail.

Each new fixture is available in a variety of sizes, color temperatures, lumen outputs and mounting options to address your specific space and application – ambient, wall wash or task lighting. In addition, these fixtures have a choice of controls for extra energy savings. LSI’s energyefficient LED interior fixtures are designed and built to be virtually maintenance free and carry a limited 5-year warranty.

For further information visit: www.gilbarco.com

Saputo launches first ready-to-drink protein shake made with fresh milk in Canada

A Brighter World from LSI

LSI Industries recently introduced a number of high performance LED interior lighting fixtures to further expand its family of LED products.

• LED High-Efficiency Static Troffer–GA • LED Dome Wrap–DW • LED Low Profile Wrap–WNA • LED Wall / Ceiling Mount–W44 • LED Precision 1x4 Wrap–88 • LED Interior Retail Ceiling– CIRU • LED Hi-Output Surface – CRU SM All feature high-performance LED optical systems to deliver brilliant, white light to the appropriate horizontal and vertical surfaces in a variety of settings such as commercial/

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For more information visit www.lsi-industries.com

Protein beverage craze fuels product innovation at Saputo Toronto, ON, Sept. 30, 2013 – Identifying a need within the protein beverage category for a product that would combine the benefits of fresh milk with a healthy dose of protein, Saputo has developed a great-tasting beverage intended for those who will stop at nothing in their pursuit of an active lifestyle.

With 26 grams of protein per 325 mL bottle, New Milk 2 Go Sport is a ready-to-drink, milkbased protein shake that not only helps stimulate muscle

repair after workouts, but also dulls hunger, which can further assist people who are trying to lose weight.

“People are increasingly mindful about their protein intake, but are often pressed for time or unsure about what to consume post-workout to ensure proper recovery.

Many products currently on the market contain many undesirable ingredients such as vegetable oils and require considerable time to measure and mix,” said Philippe Duhamel, Marketing Manager at Saputo Dairy Products Canada. “Milk 2 Go Sport was formulated for on-the-go people who are looking for a great tasting product that is high in protein with the natural goodness of milk.”

Manufactured in Ottawa, Milk 2 Go Sport is available in two flavours (chocolate and vanilla) and is packed with five essential nutrients and vitamins. It can be found in all major convenience or grocery stores across Canada at a suggested retail price between $1.99 and $2.49.

World-class athletes such as Ottawa Senators captain Jason Spezza, MLS all-star Patrice Bernier, as well as Canadian freestyle skiiers Chloé, Justine and Maxime Dufour-Lapointe, have already made Milk 2 Go Sport a part of their training regimen.

For more information please contact: Erin Cochrane, Argyle Communications ecochrane@ argylecommunications.com (416) 968-7311 ext. 249 NACS Show Success Continues More than 22,000 attendees walked the floor at the record-

setting 2013 NACS Show Total attendance was 22,263, with 7,874 classified as “buyers” (retailers, wholesalers and distributors). This count includes Petroleum Equipment Institute (PEI) buyer registration.

Attendees from 63 countries were at the NACS Show, with total international attendance reaching 1,939 delegates.

The NACS Show took place October 12-15 at the Georgia World Congress Center in Atlanta, Georgia. It is ranked the 48th largest trade show in the United States and is rated in the top 10 among U.S. trade shows for net buying influence, total buying plans and most hours spent visiting exhibits (Exhibitor Magazine, April 2013).

The size of the NACS Show exposition increased 4% over 2012, featuring a 396,000-plus net-square-foot expo with 1,160 exhibiting companies — of which 195 companies were new to the NACS Show. This year for the first time NACS offered exhibitors the ability to secure booth space online via NACSshow.com. By June 2013, the expo had completely sold out — the earliest sellout ever in NACS Show history. Over the next several months, more than 230 companies requested to be put on the waitlist for potential openings on the expo.

Exhibitors also invested more in their NACS Show “spend” this year by increasing overall booth space (5% over 2012), onsite meeting space and Show marketing opportunities.

Extending the value of the expo to both retailers and exhibitors, the popular Cool New Products Preview Room featured 283 products and services, including from 52 first-time NACS Show exhibitors.

In addition, the NACS Show featured three days of general sessions and 58 educational sessions. The educational sessions alone drew 12,000 attendees, averaging more than 200 attendees per session, the most ever recorded. Reflecting the growing international scope of the NACS Show, the general sessions were translated into Portuguese, Spanish and Mandarin Chinese, and select educational sessions were translated into Portuguese and Spanish.

The convenience and fuel retailing industry’s value proposition continues to be embraced by consumers, as noted by several NACS Show general session speakers.

The U.S. convenience store industry conducts 160 million transactions per day and sells 80% of all motor fuels in the country. The U.S. convenience store industry, with more than 149,220 convenience stores across the country — or one per approximately every 2,100 consumers — posted $700 billion in total sales in 2012, of which $501 billion were motor fuels sales.

The 2014 NACS Show will take place October 7-10 in Las Vegas at the Las Vegas Convention Center. Highlights from the 2013 NACS Show and information on next year’s event can be found at nacsshow.com.

OPW Adds First Data Buypass Network

Authorization to the FSC3000™ Fuel Site

Controller. OPW, A Dover Company and a global leader in fluid handling solutions, has reported that the FSC3000™ is now able to authorize payments through the Buypass network from First Data™. This new addition to the FSC 3000’s robust list of accessible networks is designed to give fuel site operators enhanced payment processing flexibility.

Combined with the FSC3000’s full PCI-compliance and robust set of network accessibility features, the ability to access the Buypass network will allow site owners to process transactions quickly with minimal risk of timeouts or data loss. Leveraging the communications technology of the FSC3000, and security provided by First Data and the Buypass network, fuelers will be able to know that their transactions are safe, secure, and free from potential fraud.

For more information on the FSC3000, visit OPWglobal. com/FSC3000.

OPW Adds RFID Authorization Option on Petro Vend 100™

Add contactless transaction authorization to any new or pre-existing PV100 HODGKINS, IL – Oct. 4, 2013 – OPW, A Dover Company (NYSE: DOV) and the global leader in fluid

handling solutions, is proud to introduce a contactless keyfob authorization option for the Petro Vend 100™ Fuel Control System (PV100).

With contactless RFID technology becoming an increasingly common method for driver identification, this new addition to the PV100’s available feature set is designed to provide users with a cost effective, durable and secure way to add proximity HID keyfob functionality to fuel sites.

The RFID keyfob authorization functionality can be added to any PV100 system through a small, in-unit add-on or it can be chosen as an option on any new PV100 ordered.

The component, which is housed completely in the PV100’s pre-existing casing, involves a quick and simple installation process. With

no moving parts or weathersensitive equipment exposed to the elements, the offering is designed for maximum durability and reliability regardless of site conditions.

The equipment allows the PV100 to read an OPWsupplied HID keyfob that operates securely on the 125kHz frequency, an RFID frequency which has been used to successfully initiate millions of error-free transactions to date. Site owners can streamline their fueling processes without the risk of data being compromised, or dealing with card or key incompatibilities.

For more information on the Petro Vend 100™ Fuel Control System, please visit us at OPWglobal.com/PV100. For more information please visit www.OPWGlobal.com.

Ad Index Air Lift Doors.............................................................................. 34 Bulloch Technologies Inc.......................................................... 23 CSI Lustra Bear........................................................................... 32 Core-Mark International Inc. ................................................ 8, 40 DirectCash ............................................................................. OBC Display Distribution ............................................................... IFC eGenuity LLC ............................................................................ 26 f’real ........................................................................................... 37 Gourmet Chips ....................................................................... IBC Innovative Control Systems ..................................................... 44 Istobal USA ............................................................................... 48 Jack Cash ATM ......................................................................... 53 MI Petro/McIntosh Petroleum ........................................... 20, 39 National DSD ............................................................................ 16 P.D. McLaren ............................................................. 6, 19, 47, 57 PDQ Manufacturing ................................................................. 50 PEI ................................................................................................ 7 PurClean/Pur Water .................................................................. 30 Pumps & Pressure .................................................................... 36 Tanknology Canada Inc. ......................................................... 55 Turtle Wax ................................................................................. 22 Van Houtte ................................................................................ 43 WPMA ........................................................................................ 17

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62 November | December 2013 1. Flag and flag pole, 2. small block over window, left dormer, 3. name on side of yacht, 4. red life jacket, side of shed on dock, 5. white sign on sign post, left side of dock, 6. gazeebo to the right of the lodge, 7. Royal Vancouver Yacht Club sign, 8. small boat to the right of yacht, 9. red cable running up mast of large yacht, 10. word Inn on Yigwam Inn sign front of lodge.

10

Differences between top and bottom photos.

Spot all 10.

There are 10 differences between these 2 photos. See if you can spot them.

CHANGEOVER

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