Business Examiner Peace Cariboo Skeena - August 2015 by Business Examiner Media Group

AUGUST 2015

» AIRPORT FEATURE

–PAGE 8

FORT ST. JOHN Belvedere Place

Nation nal in Scope, Locall in Focus

Contracting is Poised for LNG

Peace Cariboo Skeena WWW.BUSINESSEXAMINER.CA PAGE 6

PRINCE GEORGE

Hawkair hits new heights with ‘hybrid model’ Airline shifts direction to prepare for regional impact of major infrastructure investments

Rolling Mix Ready for the next 50

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INDEX News Update

Prince George

Quesnel

100 Mile House

Movers and Shakers 28 Opinion

Sales

ER R ACE – Hawkair knows that operating out of a small town doesn’t mean that you can’t pack a big punch. The company operates 4 DeHavilland Dash-8 aircraft, providing customized chartered services, and daily f lights to Vancouver, Terrace, Kitimat, P r i nce Ruper t, a nd Dawson Creek. They have recently celebrated their 20 th anniversary, and for President Jay Dilley, that success has been driven by a willingness to adapt and grow with the changing needs of the region. “We’ve really started to see

this heightened awareness of the Pacific Northwest,” he says. “It’s started to bring in a lot of new players into the marketplace who are going after many of the same customers. That really pushed us to rethink our business model to make sure we’re as competitive as possible. “When deciding on the course of action to take, we asked ourselves, ‘how can we get people to fly instead of using another means of transportation?’ There is a perception that air travel is much more expensive, and quite often that’s true, however we felt that there was an SEE HAWKAIR HITS | PAGE 5

Jay Dilley, President of Hawkair, in front of one of its DeHavilland Dash-8 aircraft

Columbia Fuels To Host Official Grand Opening September 23 Fuel and lubricant provider Columbia Fuels has built a reputation on its ability to deliver its full range of products to customers, no matter how remote

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R I NCE GE ORGE - I magine you own a forestry company and your crew is using heavy equipment in a remote location far from the nearest community. Or you’re a mining exploration team seeking a rich new copper deposit. Or even something as fundamental as a farmer plowing his field in preparation for planting. What do you do when you run out of fuel, or engine oil, or fresh grease tubes to service your equipment? If you live in Northern British Columbia you probably call Columbia Fuels in Prince George.

“We do wholesale, we do retail, we do construction, we do farms, we do forestry, mining, we’re pretty much into everything. If it needs fuels or lubricants (oils and grease) we can provide it,” explained Kevin Empey, Columbia Fuels’ Branch Manager in Prince George. For Debie Hamilton, Columbia’s Com mercia l Accou nts Representative, being able to bring the full range of the company’s products right to the work site, wherever it is located, is a huge part of the service prov ided by her office. “We like to provide a service to the

smaller places, the remote locations with a focus on small businesses, farm situations, places where there’s small equipment and it’s not convenient for them to come into town to purchase their products. We’re in a position to go and service those types of customers.” Originally Columbia Fuels’ Cariboo operations were centered in Williams Lake, but a corporate decision was recently made to close that facility to allow for the opening of a new and larger office / warehouse in Prince George. While the centre (located at 5426 D Continental

Way) has actually been open since May, it will be hosting its official ribbon cutting ceremony in September. “The grand opening is taking place on Wednesday, September 23 from 11:00 AM to 3:00 PM. We’ll be doing a cake-cutting and a ribbon-cutting ceremony. There will be an opportunity to tour our warehouse, meet the staff, learn more about our Shell products and have lunch,” Hamilton said. “People may not realize the ra nge of products we ca rry. SEE COLUMBIA FUELS | PAGE 25

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NEWS UPDATE

AUGUST 2015

to build the 60-metre high and kilometrewide earth fill dam. Kiefer said the technical bid for the main civil works is due Sept. 19, with the financials bid details due on Oct. 9. Hydro has said it plans to announce the winning consortium to build the dam structure this fall.

KITIMAT/STEWART Kitimat and Stewart Receive Funding for Infrastructure Projects

FORT ST. JOHN Petrowest gets subcontract for Site C worker camp PetroWest Construction BC was awarded a $7.3 million subcontract to prep the north bank of the Peace River for the 1,600-person work camp for Site C. A firm with a branch office in Charlie Lake has been awarded a subcontract for the Site C dam. Petrowest Corporation announced that its wholly-owned subsidiary, PetroWest Construction BC, was awarded a subcontract to prep the land for the Site C work camp, worth about $7.3 million. BIRD Construction Inc., part of the Two Rivers Lodging Group consortium that includes ATCO, and is the company that will build the actual work camp, made the decision. “We are pleased to have been selected,” said Petrowest President and CEO Rick Quigley in a statement. “Looking forward, activity levels in

northeastern BC have increased following spring break up, including additional infrastructure projects associated with both Site C and BC LNG, which positively signals stronger activity levels for Petrowest in the back half of the year and into 2016.” In a follow up interview, Nikolaus Kiefer, PetroWest’s vice-president of investor relations and corporate development, said Quigley can see the dam’s location, at the confluence of the Peace and Moberly rivers, from his home’s balcony. “The contract’s coming out of our Fort St. John office, and we’re fortunate where we are positioned,” Kiefer said. “Local presence definitely helps, and eliminates a lot of the mobilization costs that others would have.” PetroWest has also partnered with Spanish company Acciona Infrastructure Canada Inc. and South Korean company Samsung E&C America, Inc. in a joint venture called Peace River Hydro Partners. In 2014, BC Hydro shortlisted the partnership as one of four consortiums qualified to bid on the main civil works contract

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Residents of Kitimat and Stewart will benefit from new and upgraded local infrastructure. A project in Kitimat will modernize and upgrade the Kitimat Wastewater Treatment Plant to increase its efficiency and expand its operating capacity. In addition to a structural retrofit of the plant, the project will include replacing the pumps, and the ventilation, filtration, control, and aeration systems. When completed, the upgraded facility will cost less to operate and will be able to accommodate the District’s current and anticipated residential and business needs, as well as those of the region’s growing liquefied natural gas industry. Part of the funding will support the construction of two new environmental management systems for the Stewart Landfill Site, which has reached capacity and is being closed. The first, a methane gas collection and flaring system, will reduce harmful greenhouse gas emissions from the decomposing waste at the site. The second, a leachate collection and treatment system, will help protect local groundwater tables and Bear River from contaminants. To support the future disposal needs of the community, the project also includes the creation of a new waste transfer station. These projects represent important investments in municipal infrastructure that maintain safe, healthy communities. Once complete, the work will significantly improve key municipal services for residents and help boost regional development. For the Sewage Treatment Plant Retrofit in Kitimat, the Government of Canada will provide up to $1,200,000 through the Small Communities Fund. The Province of BC will contribute up to $1,200,000. The District of Kitimat will be responsible for all remaining costs of the project. The total estimated cost for this project is $3,600,000. For the Two New Environmental Management Systems and a Waste Transfer Station in Stewart, the Government of Canada will provide up to $863,306 through the Small Communities Fund. The Province of British Columbia will contribute up to $863,306 and The District of Stewart will be responsible for all remaining costs of the project. The total estimated cost for this project is $2,589,919.

PRINCE RUPERT Prince Rupert Proceeds with Clean-Up of Watson Island Pulp Mill

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The City of Prince Rupert announced that a contract has been signed with NRI Group for work towards the orderly removal of assets and decommissioning of a substantial portion of the Watson Island Pulp Mill. NRI Group made the successful proposal through an RFP process conducted by the City of Prince Rupert’s consulting engineers, Stantec. “We are pleased to be able to move forward with the decommissioning of the pulp mill which will enable the site to be repurposed

so that Watson Island can again contribute to the economy of Prince Rupert. This is a big step forward and major win for our community today,” expressed Mayor Lee Brain. The two year site preparation and decommissioning plan will commence immediately, and provide market ready opportunities for redevelopment and land use at the site. The bleached Kraft pulp mill on Watson Island, originally opened in 1951, was once the major employer for Prince Rupert. It produced over 1,000 tons of pulp per day. Despite multiple efforts to restart the mill, it has remained closed since 2004. The site will retain valuable infrastructure which also includes access to railroad and wharf facilities. NRI Group is an Ontario–based asset management firm that acquires and provides turn-key solutions for distressed assets. The firm is familiar with managing paper mill sites throughout North America as both an owner and contractor.

PRINCE RUPERT/ PORT EDWARD Prince Rupert and Port Edward Get Funding for Infrastructure Projects Residents of Prince Rupert and Port Edward will benefit from upgraded infrastructure thanks to joint funding from the governments of Canada and BC through the Small Communities Fund. Part of the contributions will be used to replace 2.2 kilometers of Prince Rupert’s century-old steel water supply line and a pipe bridge. Made of thermoplastic polymer pipe, the new line will be buried underground for greater protection. The upgraded supply line will be less prone to leaks, breakage and infiltration of contaminants, and will provide local residents and businesses with reliable potable water service for years to come. In Port Edward, a new 2.5 kilometre Wampler Way Bypass Road will provide industrial access to a proposed liquefied natural gas facility. The project includes route clearing and levelling, preparation of the road base, installing sanitary sewer and water mains, laying asphalt, and putting gravel shoulders and storm water ditches in place. The project will create a safe and dependable road suitable for industrial vehicle use and pave the way to economic development opportunities. The projects announced are among 55 recently approved in BC that will collectively receive more than $128 million in joint federal-provincial funding under the Small Communities Fund. These projects represent important investments in municipal infrastructure that maintain safe, healthy communities. Once complete, the work will significantly improve key municipal services for residents and help boost regional development. For the Raw Water Supply project in Prince Rupert: The Government of Canada will provide up to $2,193,028 through the Small Communities Fund. The Province of British Columbia will contribute up to $2,193,028 and The City of Prince Rupert will be responsible for all remaining costs of the project. The total estimated cost for this project is $6,579,086. For the Wampler Way Bypass Road in Port Edward: The Government of Canada will provide up to $1 million through the Small Communities Fund for the project and The Province of BC will contribute up to $1 million to

NEWS UPDATE

AUGUST 2015

this project. Port Edward will be responsible for all remaining costs of the project. The total estimated cost for this project is $17.6 million.

WILLIAMS LAKE New $5.88-million facility to aid Cariboo firefighting The BC government is providing $5.88 million to construct a brand-new firefighting facility at the Williams Lake Airport for the use of BC Wildfire Service staff and crews. The new one-storey, 2,045-square-metre (22,000-square-foot) main building and three upgraded outbuildings will be home to the Cariboo Fire Centre’s main office, associated support services, and ground crew and air crew facilities. Planned amenities include the regional wildfire co-ordination centre, air tanker and pilot facilities, meeting and training rooms staff offices, workshops, firefighter changing rooms, laundry and shower areas, and storage areas. The four buildings will replace 11 separate structures and trailers, some of which are about 40 years old. The old Cariboo Fire Centre facility was originally set up to accommodate about half the number of staff that work there now, so its operational needs have long outgrown the older buildings. Lauren Brothers Construction has been selected to build the state-of the-art firefighting complex through a competitive process. Construction is starting this month and should be completed by fall 2016. About two-thirds of the project’s trade contractors are companies in the Williams Lake area. T he new structure will be built on

long-term leased land at the north end of the Williams Lake Airport, in the same spot where the previous Cariboo Fire Centre office and auxiliary buildings were located. Until the new building is completed, BC Wildfire Service staff will work in temporary trailers that have been set up near the construction site. The new Cariboo Fire Centre facility will improve wildfire response and suppression capabilities in one of the most active wildfire regions in British Columbia. One of the goals of this project is to centralize staff resources and promote increased efficiency. When responding to wildfires, fast and effective communications can directly impact decision-making, help minimize fire damage and enhance public safety. The Cariboo Fire Centre is one of the busiest regions in BC for wildfire response. Its area of responsibility covers about 10.3 million hectares, stretching from Loon Lake near Clinton in the south to the Cottonwood River near Quesnel in the north and from Tweedsmuir Provincial Park in the west to Wells Gray Provincial Park in the east. The Cariboo Fire Centre maintains a core staffing level of 110 people during the fire season. During periods of increased fire activity, additional personnel from other areas may be stationed at the Cariboo Fire Centre to support wildfire response efforts.

PRINCE RUPERT Radar Investment Reinforces Marine Safety at Port of Prince Rupert The Port of Prince Rupert announced that a federal investment will enable a shorebased radar regime. This is designed to

accommodate growth in vessel traffic occurring because of historic levels of trade between Canada and Asia-Pacific markets. Shore-based radar will continue to build on the existing vessel traffic service that provides active vessel monitoring and navigational information to vessels at the Port of Prince Rupert. Shore-based radar will improve the capability of the organizations responsible for vessel monitoring and management to prevent vessel incidents in the harbour, expedite ship movements and increase transportation system efficiency. This important electronic navigation system is expected to be operational by Fall 2016. The confirmed an investment by Western Economic Diversification Canada of $2 million in the project, which is estimated to carry a total capital cost of $5 million. Ongoing operation and maintenance of the radar system will be provided by the Canadian Coast Guard. The Port of Prince Rupert stewards 35,000 acres of tidal water between its inner and outer harbour, which includes 30 commercial vessel anchorages for the roughly 500 ships calling on its terminals each year. Six cargo and passenger terminals see roughly 20 million tonnes of bulk, container and project cargo shipped through the Port annually, directly employing 3,220 jobs and generating $390 million in gross domestic product (GDP).

PRINCE RUPERT Tourism in Prince Rupert strengthened Michelle Rempel, Minister of State for Western Economic Diversification,

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announced an investment of $4 million for two projects to support the marine trade and marine tourism sectors in Prince Rupert. With funding of $2 million provided through the Western Diversification Program (WDP), the Prince Rupert Port Authority will purchase and install three radar stations and one marine Automatic Identification System to provide radar coverage at the Port of Prince Rupert harbour, ship anchorages, and approaches from the Dixon Entrance. The improvement in marine vessel traffic management is expected to increase the overall activity and growth of the port as it will strengthen the flow of goods, services and people in and out of the West. An additional investment of $2 million, also through WDP, will support the City of Prince Rupert in the construction of a new marina at Cow Bay. This marina will attract large-scale marine tourism traffic to the North Coast region and become an integral part of marine tourism infrastructure developed along the BC coast. The marina will also support First Nations’ tourism activities and regional transportation needs by providing infrastructure for water taxis, chartered fishing vessels, and other water-based activities. The Port of Prince Rupert is home to five world-class terminals, including the fastest growing container terminal in North America. This makes the port largely diverse and ready to handle any challenges in a safe, responsible and sustainable manner. The City of Prince Rupert was established in 1910 and is part of the SkeenaQueen Charlotte Regional District. The total population of Prince Rupert is approximately 13,000 and the coastal city is one of two port cities in British Columbia.

PRINCE GEORGE

AUGUST 2015

HELL YEAH PRINCE GEORGE AMBASSADOR AWARD

PRINCE GEORGE CHRISTIE RAY

hat does it mean to be an ambassador? The dictionary defines ambassador as “the highest-ranking person who represents his or her own government while living in another country.” While this word has traditionally been used to describe the official role of someone who has been appointed as a representative, it is also often used today to refer to an unofficial exemplar of a place; one who embodies the best features of where they live. This is the meaning of ambassador we are using for a special award category in the Prince George Chamber of Commerce Business Excellence Awards. The “Hell Yeah Prince George Ambassador Award” is given to an individual who has in some way demonstrated a commitment

With our Business Excellence Awards, we want to celebrate not only the businesses that are doing exceptional things in the community, but also the people who go above and beyond to positively represent Prince George betterment and promotion of the positive aspects of Prince George. This award was introduced at last year’s Business Excellence Awards, alongside the ten traditional categories. It reflects a growing movement to celebrate the people and places that make Prince George such a vibrant place to live. Nowhere is this pride more apparent than among the nearly 27,000 people who make up the “Hell Yeah Prince George” Facebook community. The group started about a year and a half ago as a space where people could share or give a “hell yeah” to awesome people, places or events. It has become hugely popular and influential, with more and more people joining the community. A “Hell Yeah Good News Feature of the Week” now appears in the Prince George Citizen, and there are plans

for the group to publish its first print magazine. Partnering with the Hell Yeah community was a natural fit for the Prince George Chamber of Commerce. We want to promote Prince George as an exciting and diverse place to live and do business. The image of our city to outsiders is important to the businesses that operate here, as well as to those who might be considering setting up in Prince George. With our Business Excellence Awards, we want to celebrate not only the businesses that are doing exceptional things in the community, but also the people who go above and beyond to positively represent Prince George. That is why we created the Hell Yeah Prince George Ambassador Award. This award is also unique because the selection process takes place entirely online. Nominees’ names are submitted by the Facebook community. Nominations for the Ambassador Award will open on August 28th on the Hell Yeah Prince George Facebook page. Four semi-finalists will then be chosen and announced at our Nominees Luncheon on September 17th. Voting will take place online during the week leading up to the Awards Gala on October 24th and will continue during the event until just moments before the award is presented. We encourage everyone to get involved in recognizing Prince George’s outstanding ambassadors!

On the topic of ambassadors, Chamber Past President Ranjit Gill and I had the opportunity to meet with representatives from the Taipei Economic and Cultural Society in Vancouver on August 12th. It was the representatives’ first visit to Prince George. They are touring northern and central BC as a way to build relationships, and create awareness about the culture and economic and political climate of Taiwan. It was beneficial to learn about Taiwan’s governmental structures, trading relationship with Canada, and their strong commitment to education. Taiwan is a major trading partner for Canada,

and imports a large amount of BC wood. The country is also very keen on developing educational partnerships all over the world. The representatives expressed an interest in returning to Prince George sometime in the winter, and possibly holding an event for Chamber membership. We look forward building this relationship, and any potential opportunities that might develop. Christie Ray is the CEO of the Prince George Chamber of Commerce. She can be reached at christie.ray@ pgchamber.bc.ca

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AUGUST 2015

HAWKAIR HITS CONTINUED FROM PAGE 1

opportunity to provide a high level of service, while still making it economically feasible to everyone. Under Di l ley’s leadersh ip, Hawkair has transitioned from a regional ‘full-service’ airline to a ‘hybrid model’ that provides a range of different fare options. Customers have access to a base ‘ultra econo fare’ that does not include a baggage allowance, all the way up to a ‘freedom fare’ with high baggage capacity and priority boarding. “To evolve and grow as a business we needed to accept that the marketplace was changing,” he says. “Acceptance is important, but you need to follow that up with action, and the result has been this modified service offering. “It continues to appeal to our traditional customer base, who have certain expectations about their travel experience, but it also gives us access to a new segment of the population that doesn’t typically travel by air because of the cost.” In addition to the shift in direction, the loyalty and commitment of the more than 100 staff and crew to the organization’s vision has played a major role in its longevity and success. “The team here is incredibly resilient,” says Dilley. “There have been ups and down over the years, but each person working for us loves their job and the brand, they’ve been very loyal. Multiple members of our management team have been around for more than a decade. “Part of that loyalty is driven by the recognition that we give to each team member, no matter what part of the company they work in. A phrase that’s often used here is ‘there’s no job more important than the one you’re currently doing’. It’s something that we really believe, and I think that empowers the staff to take pride in their jobs, and do the very best they can in all situations.” That mindset of recognizing the significance of ‘across-theboard’ interdependence lays the fou ndation for Hawka i r to successfully execute on its

Jay Dilley, President of Hawkair corporate ‘shared purpose’. “In everything we do, we believe in helping people connect to the world around us,” says Dilley. “That attitude is fundamental to how we operate. When each team member starts their day with that in mind it helps them build the strong personal connections, and deliver the high level of customer service that we’re known for. “This business isn’t just about flying airplanes; we have deep connections with our guests and the communities that we work in. We’re engaging with people on a humanitarian level, whether it’s getting sick children to specialized medical care, or sponsoring different community events, the priority for us is to build strong relationships with everyone around us.” Their ‘shared purpose’ sets the tone for the company’s ‘brand promises’. The first is ‘we make it easy’, focusing on simplifying travel for their customers. The second is ‘one guest at a time’, which centers around being present in the moment, and team members not looking past the customer in front of them. T he third and final promise is ‘we get you there safely’, which creates a basis for decision-making relating to flight patterns and general safety practices. “U lti mately, the goa l w ith these promises is to create an environment and corporate culture the delivers an exceptional experience for our guests,” says Dilley. “Travelling can be challenging and stressful enough, and we want to do our part to

make the process as enjoyable as possible.” In order to ensure that he has

team members who can consistently deliver the brand promises, Dilley uses a specific set of hiring criteria when deciding to bring on new staff. They include: spark, simplicity, courage and selflessness. “The behavior of each team member is so important,” he says. “You can teach a lot of different skills, but attitudes and personalities can be difficult to change. As we’ve moved forward, the personality mix has really helped us grow and maintain those personal connections with guests that we’re after. “There’s just something special about someone who’s very energetic and genuine, and has the ability to make things easier for everyone around them.

When you combine that with a courageous mindset that’s not afraid to be different and stand out, a nd a sel f less attitude, you’re going to have an excellent team member. We feel very blessed to have so many of those people working for us.” Hawka ir has also started a ‘first of its kind’ program in the aviation field, called the Women in Leadership Executive Development Program, aimed at drawing more women into the industry. Currently less than 5 per cent of a l l executive positions i n aviation are women. The program has received recognition by the BC Economic Council for Women and the Vancouver Board of Trade. www.hawkair.ca

Left to right: Alex Rodriguez, Ken Simon, Julie Harrison

Together We Are Stronger Meet MNP’s Newest Team Members Success in business starts with a strong team and a common vision. That’s why we are pleased to announce Ken Simon and his team, Alex Rodriguez and Julie Harrison, have joined MNP. Serving clients across B.C., with a focus on Vanderhoof and northern communities, Ken and his team share MNP’s values and commitment to helping clients succeed. By bringing together our combined expertise and resources, we continue to build the best team possible to ensure you stay competitive and proﬁtable. Please join us in welcoming MNP’s newest members, who will continue to provide outstanding service to clients from #200 - 2375 Burrard Ave. in Vanderhoof. To ﬁnd out what MNP can do for you, contact Rod Quiring, CPA, CA, at 250.596.8312 or rod.quiring@mnp.ca

Hawkair has adapted its business model to serve a wider range of customers

AUGUST 2015

BELVEDERE PLACE CONTRACTING IS POISED FOR LNG “If LNG goes ahead… it’s going to be exciting. And we just want to be part of the local economy.”

SPOTLIGHT

Compnay hires locally and partners with First Nations

ou ston / For t St. Joh n - Belvedere Place Contracting Ltd. (BPC) is a highly diversified general contractor with its head office in Kelow na a nd bra nch offices in Houston and Fort St. John. Its mandate is to provide the highest standards of business ethics and integrity to all its operat ion s. BPC employees have proven track records for professional excellence with a vast range of experience that allows the organization to tackle any size construction project. Its high level of expertise has allowed BPC to expand internationa l ly, completi ng projects in Canada, Turks & Caicos Isla nds, Ba rbados, Guya na, South America, St. Lucia, St. Kitts, Nevis, Bahamas, Puerto Rico and Dominica. BPC has been a wholly privately owned Canadian company since 1973, known at the time as Prism Enterprises Ltd. Prism’s owner, Bruce Kitsch, founded to handle general construction work in BC. Belvedere Place Development Ltd. (BPD) was incorporated in 1994, and during its infancy was involved in property development in the Kelowna area. In 2004, BPD expanded its operations to include tendering and construction of civil engineering projects throughout Northern BC, Alberta, and the Northwest Territories. W h e n K i t s c h’s d a u g h t e r, Kelsey R a m sden , to ok over the company in 2005, she also founded Tallus Ridge Development, a re sid ent i a l proje c t management company located in Kelowna. In both 2012 and 2013, Profit Magazine named Ramsden Canada’s Top Female Entrepreneur. In 2010, BPD started a partnership in an aggregate production busi ness, Belvedere

DREW KITSCH OPERATIONS MANAGER AND BUSINESS DEVELOPMENT, BELVEDERE PLACE CONTRACTING LTD.

Aggregates Ltd. (BA). In 2011, BPD incorporated the wholly owned subsidiary, Belvedere Place Contracting Ltd. to become the main operating company, as the rapid expansion of the company warranted a new direction for the growth of its operations and corporate structure. Since 2011 BPC operations manager and business development head Drew Kitsch, has worked actively to expand the company’s presence in northern BC. In Chetwynd, BPC began a $90 Million project in conjunction with IDL Projects Inc. building a new road for Western Coal near that community. “I started making calls to expand the company’s profile,” K itsch sa id, noti ng that the fruition of those calls included a new tailings dam for Huckleberry Mines. Considerable staff worked out of the new Houston office for the duration of 2012/2013 and Kitsch kept a BPC office in Houston for a number of strategic reasons. “You’re certainly closer to the LNG prospects,” he said. “We want to qualify as a local company.” In fact, BPC’s partnerships with local First Nations also puts it high on the list of qualified bidders. In addition, Ramsden is a Metis, allowing the company to qualify for Aboriginal content. Kitsch said he is proud that in the projects the organization has worked since opening the office, it has

Drew Kitsch says the future looks excellent for BPC hired many local people from Houston, Smithers and Prince George. T h e Hu c k l e b e r r y t a i l i n g s dam was a joint venture with the Cheslatta Carrier First Nation. Other joint ventures with First Nations have also been successful. BPC has recently completed a civil works project for Glencore at the old Bell Mine site and been in discussion with Trans Canada Pipeline for possible future work. K itsch noted that competition in the North is fierce this yea r, but BP C wa s recent ly awarded the contract for the new Brucejack Gold Mine by Pretivm Resources. Most importantly, Kitsch pointed out that BPC has pre-qualified to bid on LNG work that is slated to begin soon. “We fa l l i nto what they’re looking for,” he said. “We have a number of joint ventures with the local First Nations and we will have an agreement very soon with the Metis Nation of BC and they hope to get a fair number of direct awards.” Those awards are likely to come from a number of LNG companies. Kitsch said he expects an announcement from Petronas late this year or in the first quarter of 2016. He added that the other major companies won’t be far behind. BPC is fully capable of supporting the major pipeline

BPC is fully prepared to work on LNG projects

BPC recently worked on the Bell Mine water treatment plant contractors with crushing, supplying gravel and other services. “The future is very bright,” he said. “If LNG goes ahead, there won’t be enough people to handle all the work. When it starts to roll, it’s going to be exciting. And we just want to be part of the local economy. We’ve hired local people in the past and we want to keep doing that.” He added that BPC is also proud to support local communities and First Nations. Through collective volunteering and generous giving, BPC and its employees strive to help transform the lives of those in need through donations and gifts. Some BPC sponsorship and donation programs include: ■ Childreach, ON

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Rides For Life, PG Cops for Cancer School and family support, TCI, Caribbean ■ Cheslatta First Nations ■ W i n f ield Juven i le R ep Hockey ■ We s t s i d e C o m m u n i t y Foodbank Society ■ Stewart Bear Arts Festival, Stewart, BC Kitsch said that BPC realizes the importance of economic sustainability, and employees understand that being a good corporate citizen means supp or t i n g env i ron m ent a l i nitiatives and helping to create sustainable communities. Belvedere Place Contracting Ltd. is at Unit B – 2430 Butler Place in Houston. www.bpcltd.ca

AUGUST 2015

D&D INSULATORS PROVIDES INVALUABLE SERVICE TO OIL AND GAS SECTOR SPOTLIGHT

Local company hires and trains local workforce

“If you want service and quality, then we’re the ones who you want to call.” DARREN PEEBLES PRESIDENT, D&D INSULATORS LTD.

ORT ST. JOHN - D&D Insulators Ltd. in Fort St. John has been a leader in the oil and gas industry since 1986, specializing in heat and frost insulation. The company works on-site, insulating all a b o v e-g r o u n d a n d b e l o wground piping. It also fabricates oilfield buildings such as compressor and metre buildings. T he compa ny was fou nded by Victor Peebles who was Red Seal certified and had already amassed considerable experience in the industry. In 2008, h is son, Darren Peebles a nd daughter, Destiny Peebles, took over the company. Darren, who is the company president, said that the company is doing well and continues to grow. “It’s been great. When we took over, we decided to grow it and it has more than doubled in size.” He added that they also recently opened a subsidiary of D&D Insulator’s: D&D Softcovers, which specializes in insulated blankets that are prefabricated in the company’s shop. That service has already expanded into Calgary and Red Deer. The covers are user friendly and can be installed or removed by any plant personnel in minutes. Peebles said that because t hey a re removable a nd reusable, the covers are very cost effective and will generally pay for themselves after the first maintenance cycle. Removable covers can also be modified or repaired if any change or damage occurs. Covers are durable, flexible, and flame and chemical resistant. Each cover is custom designed to provide the proper fit to all equipment such as valves and f langes. The sealed ends and tailored fit protect and reduce heat loss. Covers also reduce

A recent multi-well project completed for Shell Canada w a s te b e c a u s e t h e y c a n b e reused. Peebles said the covers have m a ny adva nta ges: du r i ng a plant turnaround or maintenance check, covers can be installed immediately to allow the processing equipment to be up and running quickly. When the covers are being used on equipment with high operating temperatures, the outside of the cover remains relatively cool, due to the qua l ity a nd thickness of the insulation. And each cover comes with a visible identification tag on the outer jacket of the cover that allows the cover to be distributed to the right location, and to be reinstalled on the equipment the cover was built for. D&D operates throughout the Peace region and even into Alberta. D&D Insulators’ services and products include metal and utilior buildings, steel skids, catdyne heater units, above and underground insulations, glycol/heat tracing and valve and flange insulated blankets. The

company also provides services in maintenance, turnarounds and new construct and plants. “We pride ourselves on our serv ice and on ou r quality,” Peebles said. “If you want service and quality, then we’re the ones who you want to call.” He added that the entire team at D&D works toward one goal: doi ng a job so wel l t h at t he customer comes back time and again with new projects. Work i ng sa fely is a lso i mportant at D&D. The company maintains a good standing with Complyworks and ISNetworld. D&D has been COR certified for nine years and is IRP 16 compliant. It also maintains a good standing with WCB in British Columbia and Alberta. Peebles said that despite the current slowdown in the oil sector, D&D continues to be busy and will likely get even busier with projects like LNG and the Site C Dam on the horizon. “It seems like it’s all pushing forward,” he said. “I would say that we can expect growth

An array of valve and gauge blankets in Fort St. John. Our goal is to keep looking for opportunities to grow. We grow our business by putting our people through school so that they can advance and then bring on more qualified people.” D&D Insulators, in peak times, employs about 50 people while

D&D Softcovers has a staff of about 25. Peebles said that the company works hard at hiring local people and contributing to the local economy. That will also hold true for the future. D&D Insulators Ltd. is at 8603 – 101 Street in Fort St. John. www.dndinsulators.ca

Congratulations to D&D Insulators as you are recognized for all of your success. We are proud to be your partner.

Prince George 1706 Ogilvie Street 250-564-1288

A self-framer package with BATT insulation

AUGUST 2015

AIRPORTS AIRPORTS PLAY SIGNIFICANT ROLE IN BUILDING COMMUNITY BC’s airports see increase in passenger numbers across the board BETH HENDRY-YIM

irports across BC forecast continued growth and expansion due to increased passenger numbers and demand for services. James Bogusz, vice-president operations and development, Victoria Airport Authority (YYJ) said that the demand for more flights and new routes has put the capital’s airport in growth mode. YYJ is the tenth busiest airport in Canada, sees 1.65 million passengers a year and has annual revenue of $26 million. “Over the past five years passenger numbers grew, with a record in 2014 pushing six per cent year over year growth.” He added that this consistent growth has stimulated several capital projects including increased parking for planes. “Traffic is either a flight of origin or destination. We have no connecting flights. As a result we have aircraft needing to park overnight.” He added that as part of the airport’s capital initiative it is expanding the north apron to add two to three additional parking stalls. YYJ also adding environmental enhancements to the area by upgrading the existing and expanded apron with storm water collection and a glycol treatment pond. In addition to accommodating aircrafts, YYJ is also planning more parking for passengers. “We want to be prepared for the future and to accommodate long term parking,” he said. “Last Christmas parking went beyond capacity with cars parked on the side of the road. It’s a short but busy 15-day window around the holiday season.” Recently, YYJ announced that Delta Airlines will be providing service to Victoria starting April 2016, with three daily flights between Seattle and Victoria. “Currently, the airport has five flights a day to Seattle through Horizon Airlines,” Bogusz said, adding that the additional flights will serve the Delta hub and introduce a new airline to the capital region. “The economic generation of an airport cannot be understated,” he said. “As a result of having an

YXS receives world’s second largest cargo plane carrying seven helicopters

The economic generation of an airport cannot be understated JAMES BOGUSZ VICE-PRESIDENT OPERATIONS AND DEVELOPMENT VICTORIA AIRPORT AUTHORITY

airport and the ability to have air transportation into the city, we can grow tourism, technology and direct and indirect jobs. We have a greater capacity to move cargo and the ability to get business people where they need to go.” Airport authorities receive no funding from the government. Each airport is responsible for its own operating costs. Flight fees alone do not cover the enormous budget. Most airports add to the cash flow coffers through nonaeronautical revenue. “Low fees are attractive to airlines,” Bogusz said, adding that $3 million in revenue comes from renting land to high tech, manufacturing and industrial

In December Sunwing adds Cuba to its line up of sunny destinations companies as well as to aviation related companies like Pacific Sky Aviation, Viking Air, and Vancouver Island Helicopters. Additional revenue comes from concessions, restaurants and retail outlets. Mike Hooper, president and chief executive officer, Nanaimo Airport (YCD), said land leases offset the central island’s airport fees. With 500 acres of property 18 km south of Nanaimo and 10 minutes from the ferries, rail and port, it offers highly visible development opportunities to aeronautical and non-aeronautical

businesses. With this year already surpassing 2020 projections and every month breaking records in passenger numbers, Hooper said YCD is taking steps to ensure passenger and air carrier needs are met, noting that several projects from safety equipment to additional destinations are currently in process. “We’re working with aircarriers to secure new service and routes. We’ve improved fire safety with a $850,000 fire truck, 10 trained firefighters, and a fire station that should be completed by early 2016.” YCD has also put in a request for $11 million for a terminal expansion from Build Canada Fund. “YCD is looking to double the size of the terminal,” Hooper said. “A third of the $11 million would be from the province, a third from the federal government and a third from YCD.” He added that when approval for the funding gets a green light expansion of the terminal should be completed within 24 months. Kelowna Airport (YLW) has also seen steady growth, up 79 per cent since 2004. Jenelle Hynes, b u s i n e s s d e v e lo p m e n t a n d SEE AIRPORTS | PAGE 9

AIRPORTS

AUGUST 2015

AIRPORTS CONTINUED FROM PAGE 8

community relations, YLW, said that in January 2015 the airport had seen 25 consecutive record breaking months. She added that from February to May they saw a 0.4 per cent decrease, citing changes in the oil industry and fewer charter flights as the cause. “We feel a stronger ripple effect at YLW because of the larger number of oil workers who live here and work in the oil fields.” The eleventh busiest airport in Canada, YLW sees approximately 65 per cent leisure travel and 35 per cent business. Hynes said that Kelowna has an older affluent demographic of seniors with a set income and sufficient disposable income for traveling. She added that YLW also sees Albertans, with second homes in Kelowna, traveling back and forth to visit grandchildren. “At the end of October we’ll have ou r w inter schedu le in place. That’s when we have our flights to Phoenix, Las Vegas, Mexico and Cuba.” Providing strong seasonal service is a draw for airlines looking at creating additional flights to different destinations. “YLW researches and establishes a business case for a destination; so does the airline,” Hynes said. “When the airline sees a lot of connectivity, for instance when a passenger from

Kelowna flies to Vancouver and then to another destination, the airline can track it and then determine what destinations are in demand.” Recently, Sunwing, with established service at YLW added a new direct flight to Cuba. “Domestically, with Air North flying from White Horse to Kelowna and back twice a week and Pacific Coastal Airlines flying Cranbrook to Kelowna, we are seeing the passengers from these flights using YLW as the connecting airport to other destinations like Mexico,” Hynes said. “As the third largest airport in BC, only 50,000 passengers separate us from second place Victoria. Our city population is much smaller than the capital city, but, as a hub, we service the Thompson-Okanagan as well as parts of BC’s southern interior.” Growing services means the need for expansion and Hynes said that YLW, between 2010 and 2020, will invest more than $92 million in expansions and upgrades. “Our outbound baggage haul expansion will more than double the processing capability and we’ll be using modern technology for screening and a self-baggage drop.” She added that the large project would be completed in three years. In addition, the departure area and existing retail outlets will have modern upgrades as well as the addition of food kiosks, duty

Lindsay Cotter said the heaviest travel day during the 2015 Canada Winter Games saw traffic increase up to 325 per cent free shops and a family center. “YLW wanted to be smart with expansion and growth,’ she said. “We didn’t want to build just for the sake of building. Planning and design considers growth, but it also maintains customer satisfaction levels.” Lindsay Cotter, manager of communications, Prince George Airport (YXS), called YXS the Gateway to Northern BC. With healthy, steady growth, its passenger travel is heavier on the business side. She said that YXS, with the third longest runway in Canada, has a fairly aggressive cargo program.

“Any aircraft can land on our runway. We’ve had the third largest operating cargo plane in the world land here, picking up seven helicopters headed to Angola.” Expanding the runway to 11,450 ft. was the first step in the airport’s cargo program. Cotter said that the second was bringing in common storage fuel tanks. “We have the capacity to store 600,000 litres of fuel onsite. Now, we can offer fuel at more competitive prices.” The third phase is the construction of a 25,000 sq ft cargo warehouse. Only announced at the end of June 2015, the project will be completed by the end of

November. The cargo program puts YXS as the closest Canadian airport to the Asian market, not only for refueling, but also for distribution of cargo to and from Northern BC. “Cargo planes can use us as a fuel stop before flying on to places like Chicago,” Cotter said. Airports in BC are strong economic drivers, bringing direct and indirect business and revenue to each region. As each airport authority in BC plans and executes expansion and development projects, passengers and businesses will continue to use and enjoy the flight experience.

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AUGUST 2015

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QUESNEL VISITOR CENTRE REPORTS VISITOR NUMBERS ARE UP

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UESNEL - According to statistics gathered by staff at the Quesnel Visitor Centre, visitors to our area are up. Since May of this year, we have seen 4364 visitors come through the door. An increase of 10.59% compared to 3946 visitors in 2014. With many centres seeing decreased numbers last year, it is great to see that the numbers have come back up. There are many possible reasons for the increase in visitors. The decreased value of our Canadian dollar may mean that more Canadians are vacationing in our own country rather than venturing across the border. While this has been another challenging year for fires, there have been less fires close to Quesnel, which means less smoke in the air in our community. The town of Likely, BC was hit with the Mount Polley Mine breach last year, which greatly affected their community. While this was a devastating event for residents of Likely, Horsefly, and Williams Lake, Quesnel also felt the affect as many visitors heard Quesnel Lake and assumed that this was in or near Quesnel. We fielded several phone calls with concerned travellers who had planned to visit Quesnel. Many cancelled their trips due to the issue, despite our assurance that our water sources were safe. Visitor Centre staff says that in 2015, most visitors are stopping at the centre for maps, directions and accommodations as

well as what there is to see and do in the area. Visitors are coming from all over but most are visiting from the United States and Europe. During the summer, we see visitors for many of our festivals and events such as Billy Barker Days, Artswells, and the ever popular SkyFest International Airshow which occurs every second year. With many changes to the Visitor Centre Network and restructuring within Destination BC and the Cariboo Chilcotin Coast Tourism Association, it is increasingly important for Visitor Centres to offer a diverse range of visitor services and adapt and adjust to changing visitor needs. In the past, centres were relied upon for maps, directions, recommendations for food and accommodations, and a multitude of other services. With technology growing as fast as ever, the need for travellers to rely on visitor centres for information has decreased. We do find, however, that many people still want to get their information from the locals and want that face-toface interaction with the local centre. Furthermore, there is still a large portion of the population that is not comfortable with technology and find it easier and faster to stop at a visitor centre. The use of technology can also be more difficult if travellers are headed to areas without cell phone service, making centres in those areas vital to tourists and visitors. The Quesnel Visitor Centre is a huge asset to our community and offers a multitude of services for visitors including information, restrooms, free Wi-Fi and computer access, a fishing rod loan program, gold pan loan program, and so much more! The staff at the centre are always happy to help both visitors and locals and pride themselves on a wide range of knowledge of all things Quesnel and area. William Lacy is President and Chair of the Quesnel and District Chamber of Commerce. He can be reached through qchamber@ quesnelbc.com.

Josh Higgins Senior Marketing Advisor

PUT YOUR COMPANY IN THE SPOTLIGHT In the life of every business, certain events always stand out: t A grand opening t A brand new building t Completing a major project t Landing a major contract t Celebrating a milestone anniversary Spotlights are your opportunity to spread the word about your firm to the business community of Northern British Columbia.

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Contact me today to have your business featured in our publication.

To market your firm in the Business Examiner contact Josh Higgins at 1-866-758-2684 ext 124 or josh@businessexaminer.ca

AUGUST 2015

FIX AUTO WILLIAMS LAKE: YOUR FULL SERVICE AUTO COLLISION SPECIALISTS SPOTLIGHT

Over the past few years this Williams Lake auto body shop has built a reputation for having the latest technology and for its nearly legendary customer service.

ILLIAMS LAKE/ QUESNEL – Quality workmanship, attention to detail, and an overall emphasis on providing great customer service is at the heart of everything Fix Auto in Williams Lake does. “Everyone who works at our shop is very customer-service driven. If there’s a way we can improve the experience for a customer, we will do whatever we can to accommodate them and their specific needs,” explained Fix Auto Williams Lake’s owner Brent Graham. “We work to make the entire process as seamless as possible. When someone comes into our shop they are often in a situation that’s not exactly ideal. They’re often stressed and sometimes may be upset. Our goal is to try and provide them with exceptional customer service, quality work, and our warranty that we stand behind whole-heartedly. We strive to be professional and reliable.” As a full service auto body repair facility, Fix Auto may be a fairly new name in the British Columbia collision repair industry, but the company itself has more than 220 outlets across Canada and beyond. “Fix Auto is a franchise and there are a lot of them. They have numerous locations across Canada, the United States, the United Kingdom, and even Turkey. Fix Auto has been strong in Eastern Canada and is just starting to migrate west,” Graham explained. A family business, the Williams Lake branch and its Quesnel sister location is owned by Graham as well as his wife and daughter. “My Dad and I were business partners. We had the Petro Canada franchise throughout

While fairly new to Western Canada, the Fix Auto franchise has more than 220 locations across the country

As soon as you walk in the front door to Fix Auto Williams Lake, a comfortable customer service area puts you at ease the Central Interior of BC since 1961,” he explained. “When we left the fuel industry I was looking to get into auto body. It led to me opening this Fix Auto location. This is a relatively a new field for me. I’ve owned the shop for the past six years but have only been involved in operations management for the past three.” Fix Auto is equipped with the latest tools to handle a wide range of repair and auto painting assignments. “We do some commercial work but the bulk of the work is from pick-ups, cars and other small vehicles. We have a full frame rack, so if you have a full size pickup and it’s been hit hard and the frames’ bent, we can deal with that. We also have two paint booths so we can push through more work. The guys like being busy, and there’s plenty to keep them active.” For Graham one of the real values of working in a smaller centre like Williams Lake is the opportunity it provides to work collaboratively with other local service

While an auto service centre has been on the site of Fix Auto Williams Lake for decades, the facility was extensively updated by its current owners providers. “We enjoy being part of the business community in Williams Lake. There are a great group of business owners that are wonderful to deal with. We have the opportunity to sublet mechanical work and wheel alignments to other local businesses. This makes the process

easier for the customers because they don’t have to deal with different vendors for their vehicle to be completely restored.” “As a business owner we choose to do things a little differently in our lives. When a customer calls after hours we will help them out. We spend a lot of personal

time going that extra mile for our customers. Some of them live hours from town and can only pick up their vehicles certain days or hours. Other customers can’t leave work during the day and we make accommodations to stay late for them. We know there has to be flexibility. Every customer is unique and so is every vehicle we repair. Not every job will go smoothly, and there are sometimes bumps in the road but we have learned to expect the unexpected and understand that it is simply a part of life.” Recognized for the quality of its work, and the skills of its workers, Fix Auto Williams Lake has become a designated repair facility for a number of prestigious insurance providers. “We’re ICBC Express Valet certified. We’re a direct repair facility for Economical Insurance and Canadian Direct Insurance.” Fix Auto Williams Lake, with a staff of only 10 and handling between 60 to 80 vehicles monthly, is growing and developing a long list of satisfied customers. “Lots of people come here based on word of mouth. Our reputation and the length of time we’ve been in business are helping us to continually grow our company and bring in customers,” Graham said. www.fixauto.com/williamslake

Congratulations to Brent and the entire team at Fix Auto in Williams Lake. We are proud to work with you and we look forward to many more years.

250.563.1789 | www.chaseautobodysupplies.com

AUGUST 2015

CORE VALUES DRIVE COMPANY TO SUCCESS SPOTLIGHT

Quality assurance program involves pre, post and ongoing site inspections

ORT ST. JOH N â&#x20AC;&#x201C; W hat started out as a one-man, one-truck operation focused on compressor controls now employs more than 140 trades and professionals, boasts six locations and has its own specialized training facility. With offices in Dawson Creek, Grande Prairie, Calgary, Red Deer, Rocky Mountain House and Weyburn, it provides service to a wide variety of industries from oil and gas to pulp and paper. Dave Jeffers, director of corporate sustainability, said that the companyâ&#x20AC;&#x2122;s four divisions (wireless automation, buildings construction and manufacturing, insulating and electrical and instrumentation) work on pla n n i ng a nd constr uction, ma i ntena nce, upg rades a nd replacements. Created i n 2006 by Blaine Kitzul, CCT Controls initially started with basic electrical instrumental installation, but i n a competitive ma rket the

CCT created a portable wireless surveillance system with its own app to alert for intruders

SEE CORE VALUES DRIVE | PAGE 13

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Having its own training centre ensures a higher success rate for students

AUGUST 2015

CORE VALUES DRIVE CONTINUED FROM PAGE 12

divisions were created to not only do something different but also to answer a need for specialized electrical products and service. “Whether a job site uses solar, green or on grid power, it requires electrical installations for every day operations,” Jeffers said. “Technical installations as in the oil and gas industry also require instrumentation to control mechanisms like those that open and close valves, regulate fluid levels, measure flow, etc.” He added that to set the company apart from the competition, it acquired McKi Canada, originally a sister company, now incorporated fully into CCT as a division, which specialized in components offering failsafe wireless protection and communication. “McKi takes all that we do to the next level in terms of automating all the controls and some of the electrical mechanisms,” Jeffers said. “It makes for better communication networks for improving connectivity and strategies for controlling costs.” He said that the acquisition of McKi was an integral part of CCT’s growth and a major contributor to its success. He added that initially the fabrication of the components was farmed out to Wayland Industries. To fine tune the process it made sense to CCT to purchase it as well. “Now all the equipment we manufacture is done under one roof.” Jeffers said that fabricating its own components has allowed the company’s design team to be innovative with creating better products. In fact, part of the corporate culture encourages thinking outside the box, especially if it improves the technology, saves the client time and money and makes a better working unit. “Blaine Kitzul is brilliant at design,” he said, adding that part of the reason for CCT’s success has been Kitzul’s ability to improve on designs and its encouragement of staff to do the same.

Dave Jeffers, Director of Corporate Sustainability

“All the equipment we manufacture is under one roof.” DAVE JEFFERS DIRECTOR OF CORPORATE SUSTAINABILITY CCT CONTROLS

Blaine Kitzul, creator of CCT Controls CREDIT: RUSS BEERLING

With an initial focus on the oil and gas industry, Jeffers said CCT has diversified into the pulp and paper or wood industry, mining, camps, boiler operations and other projects that require electrical, controls and wireless automation functions like security cameras. “We also wanted to expand and include more of Western Canada so we opened offices in strategic locations. This doesn’t just grow our customer base, but it also allows us to draw from a larger pool of employees for larger jobs.” He said that CCT has a valuable resource in its employees with expertise in all areas of the industry. “We have a tremendous wealth of knowledge when it comes to building functional design in oil and gas. There are very few power engineers in BC. We have two on staff and are very fortunate to have their experience and training.” Because CCT caters to specialized installations, to ensure its staff has the right training to fit its high standards of quality, the company developed its own training center.

“Our core function is our instrument and electrical work; both are based on trades and the available people in the trades,” Jeffers said. “Right now there a ren’t enoug h people i n the trades coming out of schools to supply the demand for workers in the north, so CCT created its own facility.” He added that students get their trades training and then come to CCT for specialized training. He said it ensures a better rate of success for the student and an opportunity to graduate while they’re working. They also use the facility to upgrade the skills of existing employees. “We take our innovations or new designs and train our employees on all the techniques needed to install, operate and maintain our products, including emergency procedures.” He sa id t h at t ra i n i ng emp l o y e e s o n t h e c o m p a n y ’s own ground builds a stronger workforce by putting effective, skilled workers in the field. C l o s e l y c o n n e c t e d to t h e training is CCT’s high standard of quality assurance. Not only is this incorporated into

The Unified Valve Group is a proud supplier to CCT Controls. We congratulate their continued success in the industry. Tel: 250-787-0080 • Visit us at: www.unifiedvalve.com

the equipment and installation training but also into the teaching and understanding of its core values. Jeffers said that the four key values CCT has adopted have helped employees in decisionmaking, whether it is in marketing, design or installation. “ We a re a solut ion s ba sed company. The core values help us focus on that.” Own it, tell it like it is, respect all and elevate others are values and concepts Jeffers said that the entire staff has embraced and takes very seriously. “Pa rt of the success of the company is holding strong to those core values. Each project manager takes ownership and responsibility for their site, for keeping it safe and making sure it fits CCT’s above-standard quality.” He said that CCT’s quality assurance program has personnel doing pre, post and ongoing site inspections and utilizes a system of cross checks, checklists and regulatory forms to make sure its high standards are being achieved and passed on to its clients. Though CCT Controls started in an industry that is now facing downturns, the company’s decision to diversify and expand into new territories and industries has created momentum for continued growth. CCT Controls is at 8130-100th Ave in Fort St. John www.cctcontrols.ca

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AUGUST 2015

ROLLING MIX READIES FOR THE NEXT 50 SPOTLIGHT

Concrete products and services provider celebrates milestone anniversary

RINCE GEORGE – Rolli ng M i x Concrete (B C) is celebrating servicing Northern BC residential and commercial customers for the past half-century. That milestone has a special pl ace i n second-generat ion owner John Paolucci’s heart, not just due to the significance of the achievement itself, but because of the family legacy he’s been able to maintain. “I had big shoes to fill,” he says. “Growing up in a family business in an area like Prince George, everyone knows everyone, and the company has always had a really strong name in the community. When it became my time to lead the business, there was a lot of pressure to succeed and maintain our success and reputation. “Reaching the 50 year mark is such a great feeling, there’s a lot of validation in it. Especially in terms of the positive direction that the company has gone since I took over, and for our employees, who consistently perform at a very high level to make sure each customer receives the highest possible level of service.” Paolucci started with Rolling Mix in 1986, and took over the reigns as President and CEO in 1999. Since then the company has doubled in size. Employees have increased from 20 to 45, and the business now owns 12 mixing trucks, 4 pump trucks and 4 gravel trucks. “One of the biggest drivers behind our growth is the fact t h at we’re dep end able,” he says. “We have a really strong reputation for our quality and service, and it’s really importa nt for each member of ou r team to completely meet the needs of ou r customers. We

Rolling Mix Concrete (BC) employees in front of two mixing trucks PHOTO CREDIT: CAITY MCCULLOCH PHOTOGRAPHY

have a saying here called ‘Rolling Mix Time’, which refers to the fact that we’re going to get the job done no matter what. “If it’s 4:30 and there’s been a delay for some reason, we’re not charging you overtime, and we’re not leaving the jobsite until we’ve provided our services. In construction there is always the possibility for things to go wrong, and timelines to be disrupted, but we’re committed to making sure that our services are delivered no matter what comes up. One of the things I enjoy most is seeing our trucks moving all around town from project to project, I know that we’re contributing to building this City and moving it forward.” ‘Rolling Mix Time’ wouldn’t be possible without a strong te a m to back it up, a nd t he company’s staff have been a big contributor to its success and longevity. SEE ROLLING MIX READIES | PAGE 15

Rolling Mix Concrete trucks in action PHOTO CREDIT: CAITY MCCULLOCH PHOTOGRAPHY

“If you don’t have good employees then you don’t have a b u si ness,” says Paolucci. “They’re the most important part of ou r company, and as I’ve stepped into this leadership role it’s been a priority for me to treat each member of the team the best that I possibly

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Congratulations and best wishes as you celebrate 50 years! #10 - 556 North Nechako Rd, Prince George, BC V2K 1A1

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John Paolucci, President and CEO of Rolling Mix Concrete (BC) PHOTO CREDIT: CAITY MCCULLOCH PHOTOGRAPHY

can. My management style is very personalized; we have an open door pol icy a nd a h igh level of transparency across the board. “I b el ieve t h at’s ref lected back in the way they treat each of our clients. It’s a really big part of our culture to go above

and beyond the base services that we offer. Our team is there to service the unique needs of each project we work on. In this industry quite often a client’s needs are going to change as their development progresses, and we’re always there to accommodate those changes.”

AUGUST 2015

Rolling Mix Concrete mixing and pouring trucks working on an indoor project

A Rolling Mix Concrete truck preparing to head to a jobsite

PHOTO CREDIT: CAITY MCCULLOCH PHOTOGRAPHY

ROLLING MIX READIES CONTINUED FROM PAGE 14

Despite Rolling Mix experiencing such significant growth over the past few years, Paol u c c i h a s n o p l a n s to s l o w down. “We wa nt to keep ex pa nding as much as possible,” he says. “I’ve spent a lot of time i mplement i n g s y s tem s a nd processes that have created a business environment that has the ability to scale up easily. W hen you have those things in place, it allows you to avoid a lot of growing pains. “Right now we service Prince George, plus a 160 kilometer radius with our concrete pouring services and precast landscape products, and we’re looking to grow. The market is presenting some openings, especially for our precast division. We feel there’s an opportunity to offer people more selection, and more unique pieces that just aren’t available right now.” The launch of their landscaping products division nearly a decade ago represented a shift in focus for Rolling Mix. Traditionally they were contracted

to prov ide serv ices th roug h a genera l cont ractor or developer for a specific project, and if they produced precast products, they were delivered through a wholesale network. “We started getting feedback from some of the homeowners that we were servicing through other companies,” says Paolucci. “T hey weren’t h appy with their experiences with the general contractors or landscapers, and asked to deal with us directly. “As a result of that we shifted towa rds produci ng ou r ow n products, delivering them, and then hav ing the homeow ner bring in their own landscapers after the fact. We were able to i nsert ou rselves ea rl ier i nto their project process, and we have seen a lot of growth within this division of the company.” T h e l a n d s c a p i n g d iv i s i o n o f fe rs p ro d u c t s i n c l u d i n g: g ravel, sa ndy loa m soi l, top soil, foundations, patios, hot tub pads, concrete product enhancers, sand for playgrounds and sandboxes, outdoor picnic tables, designer retaining wall blocks and decorative blue shale. Rol l i ng M i x prov ides thei r

concrete pouring services to resident ia l projects such as driveways, patios, basements and home slabs to commercial jobs, new building construction, industrial applications a nd i n frastr uctu re replacem e n t s . T h e i r p o r t fol i o i ncludes work for the University of Northern British Columbia, the P rov i ncia l Cou r t House in Prince George, and the BC Cancer Agency clinic, among others.

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Community involvement is a big pa r t of t he compa ny’s operations. They sponsor local minor soccer and hockey teams, various community endeavours, and are a member of the Prince George Chamber of Commerce. “Giv i ng back to the people and region that have supported our company for so many years is very important to us,” says Paolucci. “We try to contribute whenever possible. We’re not

just a big corporation without feelings, it’s important for us to reinvest and give back to the area. H i s fat her Joe s t a r te d t he company in 1965, and passed away in 1999. Following that, Jo h n’s b ro t h e r-i n-l a w w a s involved running operations until he also passed away in 2012. His sister also works with the company as a bookkeeper and is a shareholder. www.rollingmix.ca

BC Owned and Operated

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AUGUST 2015

TSAYTA AIR HAS SERVED NORTHERN BC FOR MORE THAN 32 YEARS SPOTLIGHT

Tsyata Air’s pilots and crews have an intimate knowledge of virtually every airport and airstrip located within Northern BC.

MITHERS - The image of a bush pilot, scudding between the clouds, high above the endless tracts of pristine forest, is as iconic a Canadian image as a hockey player or a Mountie decked out in their formal red serge. But for Clarence Hogan, and the pilots and staff of Tsayta Air in Smithers, that’s just another day at the office. “Most of the guys we hire fit the role of the classic bush pilot. They’re there to do their job. We train them for all of our operations, knowing what to do and where to do it,” he explained. Tsayta is a First Nation word meaning “In the Mountains” and it’s an accurate description of the environment the airline and its crews navigate each day. “We were originally in Fort St. James but we moved to Smithers about a year ago,” Hogan explained. “We started it up in 1983 with a single aircraft, a Cessna 185. It grew slowly over the years to where it is today with eight aircraft. We service hunters, fishermen and all

Tsayta Air’s President Clarence Hogan outdoor activity types. We’re also very active with the forest industry. We’ve flown fire patrols, mining support and other industrial things of that nature.” A composite freight and passenger airline, Tsayta Air currently operates an aircraft fleet ranging from the agile Cessna 206, to the workhorse of frontier aviation the ubiquitous de Havilland Beaver. “We operate aircraft on wheels as well as on floats, but mainly wheels now days. Currently the air fleet consists of three (Brittan-Norman) Islanders, a couple of Cessnas, a couple of Beavers and a Turbo Otter. “The Brittan-Norman Islander is definitely a short field load hauler. They’ll carry about a ton or 10 passengers. Definitely a short

Congratulations Clarence and team at Tsayta Air on over 30 years of safe and reliable ﬂying in northern British Columbia.

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haul aircraft that works well for us. Noisy, but otherwise works well for the sort of flights we carry out. We work off an airport about half the time, and bush strips or water the rest of the time. We currently have about six employees, five of which are pilots.” During the past 32 years Tsayta Air has expanded its operations and earned the respect and appreciation of thousands of customers for its ability to service remote and often isolated locations throughout Northern British Columbia. “Our main base is in Smithers, that’s where typically the freight arrives for distribution. We operate another base in Dease Lake where we service the many mining camps in the area such as Sheslay, Shaft Creek and Kutcho. Among others we have two aircraft on floats (Beavers) and six on wheels. The Beaver is a superb bush plane but the Turbine Otter truly is exceptional, both de Havilland products,” Hogan explained. “We serve, mainly Prince George North and, Smithers of course. We operated out of Prince Rupert for a couple of years in the North Coast days 1993-95. Inland Air now has that base. For Hogan, despite decades in the airline business, airplanes are just machines, it’s Tsayta’s staff that provide the air carrier with its real worth. “The real strength of Tsayta Air is its people. Knowledgeable, experienced and a great personal understanding of pretty much all of Northern BC. If somebody asks us if we can land at a strip we’ll know the answer. It’s a safe bet that we’ve been to every airstrip in the area at one time or another. There aren’t as many of them as there use to be. With changing liability issues and everybody afraid of the insurance company, it’s sometimes best to let these strips go.” Aside from passenger and cargo service Tsayta Air is also known for the quality of its aircraft maintenance services. “We operate our own maintenance facilities at the Smithers Airport. Aside from looking after our own fleet we do a lot of outside maintenance as well for other aircraft owners. Any aircraft owners can bring their airplane in

Tsayta Air’s fleet can accommodate any destination, whether by floatplane to remote lakes, or on wheels to service larger population centres

Northern British Columbia’s hard climate is no detriment to Tsayta Air, who operate across the region year round, in this case to a remote fishing spot and we can fix it,” he explained. “Aside from Smithers we operate sub bases such as Fort St. James – we keep an airplane there to do fire patrols and some local charters. We also keep a Beaver based in Telegraph Creek to look after guide outfitters in that area. Passengers could include hikers going into the parks, canoers going down the Stikine River, things like that.” Hogan also shows a lot of pride for the company and the legacy he’s helped to build. “We’re probably one of the most experienced, knowledgeable bush airline operations

We are proud to send our very best wishes to Tsayta Air. We look forward to flying with you in the future!

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in the country. We carry thousands of people and more than a thousand tons of freight annually into people’s favorite hunting spot or fishing hole. We’re proud that we have a bunch of hard working guys working for us who always deliver the goods safely. Things have changed over the years with deregulation and such. There used to be an understanding among operators ‘stay in your back yard and we will stay in ours.’ It’s always been a tough market being a mainly seasonal business.” www.flightsnorth.com

AUGUST 2015

LOCAL FIRM REACHES FOUR-DECADE MILESTONE THANKS TO A PHILOSOPHY OF SERVICE, EXCELLENCE AND TEAMWORK

ack in the mid-seventies, things looked pretty grim at international insurance broker J.T. O’Bryan & Co. The six members of the Kelowna office were advised the business was headed for ba n k ruptcy. Faced not only with the loss of their own jobs but having to let down the customers they had already begun to count as friends, the small group had to make a hard choice. Determined to turn a negative into a positive, they doubled down, dug deep and invested everything they had into the future and on March 19, 1975, Capri Insurance was created. Year after year, that initial leap of faith paid off as Capri Insurance grew like the communities of the Okanagan, contributing just as much to the growth of the overall community as to the insurance business they ran. By responding to the needs of their clients Capri expanded their product offerings to include Group Benefits, Mortgage Brokering and Wealth Management. For the Partners at Capri, success was always measu red by more tha n just a healthy bottom line; people come first. For ma ny, the world of i nsurance might seem boring or

even dull, but not to the team at Capri Insurance. Founded as the little firm for your home, personal and business insurance, Capri also made a name for itsel f by speci a l i z i ng i n

the strange and unusual. The unique or bizarre never bothered Capri – it simply got their creative juices flowing! To grow and reach the age of forty a company has to do far

more than just provide good serv ice at a fa i r price. From the beginning, the founders of Capri recognized the way to provide the high-level customer experience they envisioned

was to take very good care of their people. By creating a great place to work Capri has multigenerationa l pa rtners, sta ff and clients that make up the ever-growing Capri Insurance family. Back in 1975 Capri Insurance started out as the little guy and today, Capri Insurance is the largest independent insurance broker in the Okanagan with 300 employees spread across 14 of f ices i n t he T hompson Oka naga n a nd Nor thern BC w ith a ffi l iates i n the L ower Mainland and Ontario. As our clients grew we recognised the need to expand insurance services across Canada and into USA and as such are members of Canadian Broker Network a nd Intersu re resp ect ively. We thank our valued clients for recog n izi ng ou r ded ication to service, integrity and m a x i mu m i n su ra nce va lue. T hrough it all the culture of care and concern has remained, right down to Capri’s claims department - created so clients receive the best service available no matter what the situation. Birthdays are special times. T hey rem i nd u s not on ly of where we started, but also how far we’ve come.

SOUTH CARIBOO

100 MILE HOUSE SHELLY MORTON

he Arlington Group is undertaking an update of the 100 Mile House Official Community Plan and Zoning Bylaw. T he recently completed Miles Ahead Sustainability Plan for 100 Mile House includes the following vision: “100 Mile House is a vibrant resilient community set within a healthy natural environment, where people can thrive personally and e conomically. Simply put – it is Miles Ahead!” In order to capture the com mu n ity’s perspect ive on si m i l a r i ssues, an online survey is

a v a i l a b l e o n t h e D i strict’s website at http:// www.100milehouse.com/ ocp-zoning-update/. I am excited to attend the BC Chamber Executive Society 2015 Conference coming up in September. Topics a nd work shops that are being presented are Chamber Management 101, Leadership in Times of Ch a nge, E conom ic Development, and Policy Workshop. I am looking forward to bringing all the information back to the South Cariboo. There is never a lack of activities this summer in the South Cariboo. The Garlic Festival in Lac La Hache will take place August 29th and 30th. The organizers have out done themselves with entertainment from live music to magicians and kids fun zone. There will be a huge variety of food vendors available as well as merchandise vendors. Don’t forget the garlic eating contest! T he South Cariboo Chamber of Com merce is committed in promoting the South Cariboo. Please visit the link below to view the amazing video

we put together showcasing the beauty of our area. https://www. youtube.com/ watch?v=ojpyNQRAH28 Enjoy the dog days of summer! Shelly Morton is Executive Director of the South Cariboo Chamber of Commerce, which covers from Clinton to Lac La Hache, including 100 Mile House. She can be contacted at manager@ scariboochamber.org or 250-395-6124.

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AUGUST 2015

LOCAL COMPANY BUILDS ON ITS RELATIONSHIPS SPOTLIGHT

Sprucelee Construction known for residential, commercial and industrial projects

ILLIAMS LAKE Sprucelee Construct io n Ltd . h a s b e e n meeting the needs of residential, commercial and industrial clients in Williams Lake and the Cariboo since 1972. The company was founded by Robert Neufeld and Gord Mierau, who moved to Williams Lake after achieving success in construction in the Lower Mainland. Neufeld grew up on construction sites, helping his father, who was a contractor. By age 23, he was a certified journeyman carpenter. In the spring of 1972, Neufeld was contracted to frame an apartment building in Williams Lake, a place he fell in love with immediately. After convincing his wife to move, he also contacted his friend, Mierau, who agreed to join him as a business partner. Their first project was two spec homes. When people saw the quality of the finished product, Sprucelee Construction g rew qu ick ly. By 1980, Sprucelee Construction had built two apartment complexes and an

Congratulations on your continued success 250-392-7519 office@jeanmechanical.com www.jeanmechanical.com

From left to right: Brad Thiessen, Bryan Neufeld, Darren McEachen, Daryl Dyck (absent), Rod Dahlman and Natalie Van Wyck make up a big part of the Sprucelee team office building on Yorston. The mine had opened and homes were in high demand. Sprucelee Construction has now been passed down a generation to Neufeld’s son, Bryan who been joined by Brad Thiessen and Daryl Dyck to take Sprucelee to another level. The company has flourished for more than 40 years and continues to build on its stellar reputation. Asked about Sprucelee’s success, office manager Natalie Van Wyck said, “Sprucelee Construction is built on a solid foundation. We care about our clients and we put integrity into everything we do. We have a team that we have built and worked with over the years. Their knowledge and workmanship is fantastic. We also build long-term relationships with our clients: that has been our big success.” She noted that because the company works in a small city where LOCAL COMPANY BUILDS | PAGE 19

Sprucelee takes on all manner of commercial and industrial work

We are proud to work with Sprucelee Construction, and we look forward to working with you on future projects.

250.392.1015

1130A Murray Drive | Williams Lake, BC

www.dselectric.ca

AUGUST 2015

“We care about our clients and we put integrity into everything we do.” NATALIE VAN WYCK OFFICE MANAGER, SPRUCELEE CONSTRUCTION LTD.

McDonalds is one of the company’s completed commercial projects

Sprucelee can take on all projects, including timberframe and log buildings

LOCAL COMPANY BUILDS CONTINUED FROM PAGE 18

people know each other, those close relationships are key, and to nurture them, trust is essential. Spr ucelee Constr uction is a full-service company, doing about 30 per cent of its work in the residential field and 70 per cent in commercial and industrial building. The company is

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known for custom homes as well as multi-family projects. Van Wyck said that a customer simply has to walk in with an idea for a home and the in-house designers take it from there. “Our design team turns their dreams into reality. In the end, it’s their home and we want to make sure that they get what they want.” She noted that the company works closely with the client

throughout the construction project. Changes are normal and the team is there to help realize the client’s wishes. “We do our best to accommodate our customers,” Van Wyck said. “We may have the plans but sometimes a vision changes. We want them to be happy with the results.” And are they? “Thrilled,” Van Wyck said. And the service Sprucelee provides

Congratulations Sprucelee, it’s been great working with you for the past 35 years.

Contact Parnell Pinette 250-398-7172 535 Oliver St Williams Lake, BC

doesn’t stop when the company hands over the keys. All construction information is kept on file. If a customer comes back years later with a request such as knowing the colour and type of paint used in the kitchen, the information is readily available. “If they have any questions or concerns or if there is anybody they need to contact, we’re there,” Van Wyck said. “We don’t just hand over the keys and say, ‘thanks.’ We’re usually friends with our customers at the end of the project.” In the area of commercial construction, Sprucelee has done ever y th i ng from restau ra nt facelifts to full construction of projects like the local tourism office to major mill and mine projects. Van Wyck said that one of the important things that brings in those jobs is the company’s exemplary safety record. Sprucelee Construction is COR certified by the British Columbia Construction Association. The Certificate of Recognition (COR) is a voluntary incentive program that recognizes companies that develop and implement health and safety and injury management systems that meet an industry standard. COR certification is offered by WorkSafeBC and delivered through certifying partners. “For commercial and industrial work, knowing the company you are dealing with has a great safety record is a top priority,” Van Wyck said. “They want to know how safe our job sites are and how aware workers are with the health and safety program. And then, it’s also the relationships you have with them and the quality of your work.” Also important, she said, is the relationship Sprucelee has with its sub-trades. It is those long-standing relationships that allow the company to work on

such a vast variety of projects and styles, including the iconic tourism log building that has been turning heads in Williams Lake ever since it was built. “This is a small area and you need to be a multi-faceted company,” Van Wyck said. “You need to meet a wide variety of demands.” She added that the company also focuses on ecofriendly design and construction. Energy efficiency is becoming increasingly important in both residential and commercial work. A recent residential client was committed to sustainable building and even had a geothermal heating system installed. Van Wyck stressed that it is essential for the company to listen to the needs of its clients and to meet those needs on time and on budget. After more than 40 years of success, Van Wyck said the company will continue working on its winning formula. The forward-looking design team will continue to create unique designs and designs that work for its clients. As building codes change, Sprucelee Construction is also committed to staying ahead of the curve – and to putting safety and quality first. “We get to know our customers,” Van Wyck said. “We listen to them and meet their needs. We pay close attention to detail and we build those relationships – that’s what it’s all about.” Sprucelee Construction Ltd. is at 2075 N Lakeside Drive in Williams Lake. www.sprucelee.com

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AUGUST 2015

SCAFFOLDING SERVICES SET HIGH SAFETY STANDARDS SPOTLIGHT

No job too much for owner operator business ROFTON - Indus t r ia l S c a f f old i n g S er v ic e s Ltd (ISSL) boasts an impressive roster of clients and projects. T he compa ny provides scaffolding services and rentals to industrial customers throughout Western Canada. Some of those jobs have included installing scaffolding for naval ship and submarine repairs and transporting 40,000 pounds of material to an island lighthouse for retrofitting. Owner A l Brow n said, “No two days are the same. We’re dealing with different situations and people every day.” I S S L s up pl i e s, e re c t s a n d d isma nt les i ndust ria l sca ffold i n g for sa fe worker access to specific job locations, including the pulp and paper industry, mining, shipyards, hydroelectric dams and the oil and gas industry. Brown said that each project requires a different configuration and design, adding that some can get quite complex. “No job is too much for us,” h e s a i d . “ W i t h 25 y e a r s o f experience we have a strong

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Leaving a legacy for his community and sons u ndersta nd i ng of i ndustria l facilities and the equipment

needed.” W hen the Sealaunch Odyssey was damaged during a test rocket launch in 2007, it docked in Victoria Harbour and called on ISSL. The constructed scaffolding allowed engineers to conduct a thorough condition study of the ship’s metal integrity. And when two lighthouses on Ballenas and Sisters Islands, just off French Creek on Vancouver Island, needed retrofitting, ISSL traveled by Zodiac and Coast Guard helicopter to make sure the scaffolding materials got there and were safely constructed for the repair technicians. Aaron Olsen, environmental, health and safety manager, said that every aspect of installation and dismantling requires ca refu l a nd thorough sa fety consideration.

Environmental containment protects workers and the environment

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From all of us at BC Regional Council of Carpenters- Congratulations

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AUGUST 2015

Gillian and Aaron in Northern BC

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Olsen was contracted by ISSL i n 2010 to conduct a sa fet y audit. The company liked his work and suggestions and offered him a job implementing the changes. He jumped at the chance and said that he’s glad he did. “A ll workers receive initial a nd ongoi ng tra i n i ng i n fa l l protection, con fi ned space, construction safety and hazardous material management,” he said. He added that safety is paramount and owners and management take it seriously. Having regional offices and local employees allows for a safer environment and quick response because supervisors are on site, not miles away. “Our supervisors have addit ion a l t ra i n i ng t h roug h t he Site Supervisor Training program that includes Construction Safety Training and first aid. Each supervisor monitors the sa fety of the employees

a nd ensu res that work place safety exceeds industry best practices.” ISSL recently won a Safety SEE SCAFFOLDING SERVICES | PAGE 22

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AUGUST 2015

SCAFFOLDING SERVICES CONTINUED FROM PAGE 21

Leadership Award from Suncor Energy for their safety record on the CIMS Ltd, Fort Hills Alberta project. Craig Taylor, ISSL Fort Hills Alberta supervisor, said that t h e s u b-c o n t ra c t h a d I S S L workers helping with the building of North America’s largest thickener tank/machine. He added that a rough, cold winter saw his workers building protective coverings. Brown said ISSL is committed to a safe environment because it ensures the future of the you nger workers ISSL is mentoring and training. “I want everyone that works for ISSL to have a good job and be able to go home to their families at the end of the day.” He added that the specia lized training ISSL employees receive, like forklift and bobcat operation, is done partly at its home office in Crofton, but more in-depth training is conducted at the Carpenters International Training Center in Las Vegas or the United Brotherhood of Carpenters training at the Universit y of BC Training Centre. Brian Parton, vice-president, said that it’s hard to survive in the scaffolding world without putting safety first. He said that because of ISSL’s exceptional safety culture, it is

Congratulations From all of us at

seeing a migration of younger scaffolders looking to join its employee ra nks. ISSL is encouraging this new stream of employees through mentoring and international apprenticeship programs. I n Fe b r u a r y o f t h i s y e a r, Brow n a nd M a r k D er t on, president of the BC Reg ional Council of Carpenters (BCRCC), signed a memorandum of understanding with the Treaty ͜ Tribal Association to identify and facilitate training and employment opportunities for members of the T reaty 8 region. In March, ISSF in Fort St. Joh n pa r tnered w ith the North East Native Advancing Society and BCRCC to offer a mobile training program for First Nations. ISSL’s collaborative efforts introduced members of Treaty 8 to scaffolding apprenticeship-training programs, demonstrating the opportunities a v a i l a b l e i n a n i n-d e m a n d trade, especially in the Peace River region. “We put out an internal company-wide program to meet a ratio of apprentice to journeyman,” Brown said. “For every two journeymen we hire, we hire one apprentice to ensure jou rney men a re ava i lable i n the future.” He added that companies like Suncor encourage hiring and tra i n i ng apprentices by ongoing site checks to ensure the

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right ratios are being met. At any given time ISSL can employ anywhere from 200 to 350 employees, but Brown said that the company maintains and encourages a close connection to its staff and field employees. “We’re not a company worki n g re m o te l y ; w e’re o w n e r operated. If a decision needs to be made, it isn’t made from three time zones away; sometimes, it’s from the seat of our pickup truck.” Regional centers of ISSL are located throughout the Cariboo and Kootenays, T hompson-Okanagan, Northeast BC, Sunshine Coast, Vancouver Island, North Coast, Alberta and Saskatchewan. K e epi n g c on ne c te d i s one of t he reasons ISSL created regional centers. Supervisors and company representatives are local; they know the environment, climate and work cond it ion s. Ol sen sa id t h i s gives supervisors a better idea of safety issues, like surface stability for forklift operation, specific worker habits to make work more efficient, and climate conditions for erecting the scaffold structure and safety barriers. Kim Green, office manager, said that supervisors are also trained in administration work and are responsible for onsite pap er work. She added t h at having the supervisors trained and competent in things like time sheets, hazardous assessment, estimates, reports and analysis minimizes time delays and lowers costs for customers. Brow n sa id t h at keepi ng a project on time and on budget is why contractors throughout Western Canada trust ISSL. “When a job is time sensitive our regional centers are ready to go, from start to finish,” said Brown. “We have warehouses th roug hout ou r reg ions a nd crew that are ready 24 hours a day.” G i l l i a n J a c q u e s , reg ion a l m a n ager Nor t her n BC, sa id that the i nclusive work cu lture encourages teamwork with everyone focused on the same goals.

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“ We a l l w o rk to ge t h e r to achieve the same results. Communication is encouraged and we all get along,” he said. Parton said that ISSL wants to hear what its employees have to say, adding that encouraging dialogue stimulates innovative thinking. He said that looking at projects from different perspectives, seeing where time and money can be saved and how those savings can be passed on to the customer is a priority at all levels. Brown said that ISSL is not satisfied w ith just the traditiona l way of doi ng th i ngs. Cost effectiveness and on-site sa fety performa nce may requ i re a fresh look, a nd ISSL staff is encouraged to find solutions that get better results. I n 2 0 0 7, I S S L a d d e d e nvironmental containment to its line-up of services. Known as, ‘shrink wrapping,’ the covering provides an additional safety barrier for asbestos removal, lead abatement, submarines and storage sheds for

sandblasting and painting of ships. “It’s a plastic wrap that goes around buildings similar to the wrapping found on new boats or cars.” Brown said. “We use the wrap on structures to keep contaminants inside.” Parton added that when used on ships being sandblasted, the wrap prevents contaminants from entering the water. “Shrink wrap has added another layer of sa fety for the environment and workers,” he said. With safety as the priority, ISSL believes it is setting the bar, not just in industry standards, but also for employee job satisfaction and retention. “My two sons work for the company,” Brown said. He wants to leave the legacy of a growing company that will continue to serve the employees and community in jobs and service. Industrial Scaffolding Services is at 2076 Balsam Rd. in Nanaimo www.industiralscaffoldservices. com

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AUGUST 2015

LOCAL HAULING COMPANY DOES THE HEAVY LIFTING SPOTLIGHT

Larry’s Heavy Hauling moves goods and equipment across Canada

RINCE GEORGE - Larry’s Heavy Hauling (1990) Ltd. in Prince George is known for providing efficient and timely service in a manner that offers the highest degree of safety to both its employees and its customers. The company has been hauling goods and equipment since 1978 when it was founded by Larry Doyle. It went through a series of owners before Lee Fry purchased it in 1990. Since then Fry has built it into one of the most respected hauling companies in the province – and beyond. Fry came to the company with years of experience under his belt – and a passion for trucks. He recalled that even as a young boy, he was fascinated by trucks. He was 19 years old when he bought his first gravel truck. When he got married, he wanted to spend more time at home and began to take on management positions. He was managing Larry’s Heavy Hauling 1984 Ltd. when he bought it along with a partner. Today, Fry is the sole owner. He noted that when the previous owners sold, the company was not doing as well as it is now. Asked how he turned it around, he said, “I’m bull-headed and stubborn.” However, he added that the industry has its ups and downs. If there’s anything he has done to be successful, it has been offering exceptional service. Staff is well trained, both in hauling and in safety. The staff also has a clear understanding of the needs of the customers and always demonstrates a professional and courteous attitude. When Fry bought the assets of the company, it had four trucks. Today, it boasts a fleet of 12 trucks, 11 lease operators and a full line of low beds, super trains, hi-boys, step decks, vans and tankers. Fry said that there isn’t much Larry’s Heavy Hauling can’t handle.

Lee Fry says the future looks good for Larry’s Heavy Hauling CREDIT:DEB MCPHEE

“One of the reasons I stay in the business is the customers. One of the bonuses of being in business is that you deal with a lot of nice people.”

The company hauls all kinds and types of heavy equipment CREDIT:RORY BENNER

LEE FRY OWNER AND MANAGER, LARRY’S HEAVY HAULING (1990) LTD.

Larry’s Heavy Hauling carries equipment across BC and beyond CREDIT:IAN MACMILLAN

In addition to being able to haul dangerous goods, the company specializes in mine hauling and hauling larger, heavier and longer loads. Staying current on road conditions and all road bans enables drivers to get every load where it needs to go safely, 24 hours a day. The company’s onsite dispatcher arranges everything, including all paperwork, permits and pilot cars. He stays in constant contact with each driver and operator via radio, cell phone, and satellite phone for especially remote areas. Fry said that Larry’s Heavy Hauling has been fortunate to have strong relationships with long-term clients. One of the first the company acquired was Kemess Mines; even today, it still

We rely on Larry’s for our specialty pole hauling throughout Western Canada. We truly appreciate the service and experience that this local company can provide. All the best through the next 25 years.

(250) 561-1161 | www.stella-jones.com Prince George, BC

hauls for Kemess during the summer months. “Kemess Mines was a big turning point for us,” Fry said. “It was a very good contract. We helped build that mine and we worked there steadily for years.” Other long-term customers include Atco, Finning, Stella Jones, Sterling Crane and Ruskin. Good customers have made a difference – so has a great staff. Fry noted that two employees have been with the company for 25 years, others for 20 and still others for 10 – 15 years. What keeps them there for so long? “Nobody else will put up with them,” Fry said with a laugh, adding that one of the people he “puts SEE LOCAL HAULING COMPANY | PAGE 24

Larry’s Heavy Hauling has been transporting cranes for Sterling Crane for years CREDIT:LARRY ZALUSKI

Congratulations...it’s been a pleasure working with you and your staff over the years and we look forward to our continued relationship.

1877 Queensway | Prince George, BC | 250.596.8989 | dwiebechucho@yahoo.ca

AUGUST 2015

LOCAL HAULING COMPANY CONTINUED FROM PAGE 23

up” with hauls logs and has been doing so for a very long time. Larry’s Heav y Hauling has equipment that can handle a vast variety of loads: ■ 5 to 11 axle low beds ■ 6 to 9 axle rail beds ■ Scissor neck low beds with winch trucks ■ Trombone trailers with rolls with winch trucks ■ Single & double drop trombone trailers ■ Pole Hauler with picker & specialty pole trailers ■ Super B tankers with trucks that have product pump ■ 5 & 6 axle flat decks ■ Super B flat decks ■ Vans: dry & reefer ■ Pneumatic tank trailer ■ Tri-drive & tridem trailer ■ End dump ■ Containers with secure storage The company also has specialized trucks and people that can haul 135-foot long hydro poles. Drivers are also known for going into remote areas and driving hundreds of kilometres on gravel roads. In the winter, they also help out on the ice roads. Larry’s Heavy Hauling works as far north as the Yukon and Northwest Territories and as far east as Ontario. Over the years, the company’s reputation has grown along with the fleet. “We look after our customers,” Fry said. “We also have a very extensive safety program. We’re evolving into a modern era where there is a great emphasis on safety. We have a full-time safety person on staff and we have an excellent track record for safety.” The company also monitors the constantly changing conditions that affect the environment and responds accordingly. It also offers a full line of welding, mechanic and inspection services. In addition, it has storage and forklift services with a large forklift to rearrange loads. It is capable of storing and provide staging areas in Prince George and has a container onsite for locked storage, as well as fenced and open storage areas. T he compa ny’s designated

Larry’s Heavy Hauling haul hydro poles up to 135 feet long CREDIT:BRYAN WAUGHTAL

inspection facility offers a full service shop with certified welders, licensed mechanics and certified inspectors to fulfill all mechanical, welding and inspection needs. Fry said that, as with hauling, the company’s goal is customer service, customer convenience and customer satisfaction at affordable rates. The shop is open from 8.30 am to 4.30 pm Monday through Friday with extended hours available by request. Larry’s Heavy Hauling also believes in giving back to the community. Some of its community involvement includes: ■ Annual sponsor of Missing Kids magazine ■ Supporter of minor hockey ■ Annual sponsor of Hwy 97 Adopt a Basket ■ Supporter of the Canadian Cancer Society ■ A n nu a l sponsor of t he UNBC student handbook ■ Supporter of Heavy Metal Rocks! ■ Supporter of the Rotary Clubs of Prince George Fry said that he is most proud of the relationships he has built over the years. “One of the reasons I stay in the business is the customers. One of the bonuses of being in business is that you deal with a lot of nice people.” He added that he is working on a succession plan because he wants the business to continue growing and thriving for many years to come. With LNG on the horizon, thousands of loads

The company hauls long loads CREDIT:LARRY ZALUSKI

of pipe will have to be hauled and Larry’s Heavy Hauling is ready to do the work and is also well positioned to work on Site C. “We’re really good at highway and off-highway hauling,” Fry said. “A lot of our drivers are very experienced. We really care about safety and service. I want this company to be a dependable, safe choice so that you know that when we haul your million-dollar piece of equipment, it’s going to get where it needs to go and will be done safely and professionally.” Larry’s Heavy Hauling (1990) Ltd. is at 9267 Penn Road in Prince George. www.larrysheavyhauling.ca

Congratulations to Lee and the team on 25 years of industry leadership. Glenn has been serving the Prince George area for over 23 years in the knuckle boom service industry. A crane service that will give you a budget cost or a hard dollar cost to complete your project. When you call Glenn you will not get an answering service, Glenn will answer the call.

Prince George, BC | (250) 617-4877 | www.tharrowcrane.ca

Larry’s Heavy Hauling offers complete welding services CREDIT:DEB MCPHEE

NORTHERN SPIRIT SAFETY CONSULTING LTD

Congratulations Lee on your 25 years. It is an extreme pleasure to work for you.

BEST WISHES FROM ALL OF US AT KLEIN GROUP AS YOU CELEBRATE YEARS!

- Deb McPhee

www.northernspiritsafety.com deb@northernspiritsafety.com 250 961-5925

tel:250.564.7453

Prince George, BC

www.kleingroup.ca

OFF THE COVER

AUGUST 2015

The backbone of Columbia Fuels delivery service in Prince George is its main highway delivery truck COLUMBIA FUELS CONTINUED FROM PAGE 1

We carry the Aero-Shell line of products for aircrafts as well as lubricants for motorcycles, snowmobiles, ATVs and even boats. Our goal with the grand opening is to let the public know that first of all we’re here, secondly this is the product line we carry and thirdly this is the scope of the products provided by Shell and distributed by Columbia Fuels.” The parent company of Columbia Fuels is Parkland Fuel C o r p o ra t i o n , o n e o f N o r t h A merica’s largest petroleum product providers which operate

under a family of well known bra nd s i nclud i ng Bluewave Energ y, Spa rl i ngs P ropa ne, and Fas Gas Plus, just to name a few. Columbia Fuels has been successfully delivering fuel and other products to customers in British Columbia since 1993. During that time it has recorded an enviable track record in terms of the transportation, delivery and handling of petroleum products. The company has not recorded a single lost time injury since early 2014, and maintains an ongoing ‘Drive to Zero’ campaign that strives for zero spills and zero injuries. “With our grand opening we

want the purchasing public to know that we’re here, to know about the services we provide, the simple fact that we now have a warehouse to either deliver lubricant out of or to inform them that we have drop in services, where someone can walk in and purchase their product directly. We can cater to the public if they want to drop by and pick up a pail of one of our Rotella® products for example,” Hamilton explained. “We’re accessible, we’re approachable, we’re easily located and we’re providing a premium product in a market that demands the very best. We have

The Columbia Fuels office and warehouse on Continental Way will be a hive of activity during the Open House planned for September 23 severe climate change here in Northern BC. The product line that we’re promoting from Shell accommodates those various needs and not only meets but exceeds the expectations of loggers for example in this part of the province.” I n most of Colu mbia Fuels markets home heating oil would be the primary product sold. In Prince George the emphasis is on servicing a wide range of commercial and industrial clients. “While there’s definitely a market providing home heating oil to residential customers it’s just something that we’ve not

been hitting yet,” Empey said. “Prince George is ideally suited as a service centre, not just to cover a vast area, but to service an equally wide range of industries, for which we provide a lot of solutions,” Hamilton said, encouraging everyone to stop in during the upcoming open house. “The signage is up, we’re in a nice location, big parking lot out front so we’re looking forward to our grand opening and having a lot of people come through that day to just let people learn more about what we’re here to provide.”

ULMER CONTRACTING IS CANADIAN ULTIMATE CREW FINALIST!

ermeer is on the search for the “Ultimate Horizontal Directional Drilling Crew” and selected our customer, Ulmer Contracting, as 1 of 8 finalists in North America! Vermeer launched the Ultimate Operator contest to celebrate horizontal directional drill (HDD) operators, recognize their impact on the world and identify the ultimate HDD operator. Vermeer wants to showcase the importance of the entire HDD crew through the Ultimate Crew contest to identify the best directional drill crews across North America. “Ulmer Contracting was selected as the only Canadian Ultimate Crew and we are very happy to support them. Chuck Ulmer is a passionate leader who appreciates great customer service, teamwork, quality equipment and safety. He is a very loyal Vermeer equipment customer of ours and we are very proud to be their preferred equipment dealer,” stated Don Castron, Director, Vermeer BC. The top crews – selected by votes online – will advance to compete in an ultimate HDD skills competition Sept 29 – Oct 1, 2015 at ICUEE 2015 in Louisville, Kentucky at the Vermeer booth. There, the finalists will put their drilling skills to the test to prove why they should be named as the “Ultimate Crew.” http://www.

navigatornation.com/contest/ ultimate-crew The crew that demonstrates thei r superior d ri l l ski l ls, strength and endurance at ICUEE will be named North America’s Ultimate Crew! The 2015 Ultimate Crew will win the use of a new Vermeer D24x40 Series II for twelve months, be featured in

ad materials in key underground publications and have the chance to test future Vermeer innovations and products, sharing their experiences along the way. Voting is available at navigatornation.com until August 31, 2015. Congratulations to Ulmer Contracting and the Vermeer BC team!

Vermeer BC is part of a family of companies owned by Wesgroup Equipment. Wesgroup Equipment is owned by WesGroup Properties, a major Vancouver based real estate company. At the head of this branded family is Peeter Wesik, a visionary developer and entrepreneur who for more than 50 years has been

an integral part of the building of BC and its economy. A l l med ia i nqu i ries ca n be directed to: Saralyn Versteeg Manager, Marketing Wesgroup Equipment 604.930.3396 Sversteeg@wesgroupequipment. com

AUGUST 2015

DEDICATED EMPLOYEES HELP BUILD SUCCESSFUL BUSINESS SPOTLIGHT

Trucking company creates own preventive maintenance facility

“Without our dedicated employees we wouldn’t survive.” PAT SEARS OWNER ELDORADO LOG HAULING

ILLIAMS LAKE - Lee Todd, owner Eldorado Enterprises and Eldorado Log Hauling, l i kes to think outside the box, take ca re of the deta i ls a nd have the right people working in the right place. It’s a business philosophy that has served him well since he created Eldorado Enterprises in 1991 with his wife Donna. At that time the focus was on logging and road building. “We financed the purchase of a D7 bulldozer that I ran myself for the first two years,” Todd said. But when he saw the need for trucks in the Cariboo region, he took the next step in 2001 and created Eldorado Log Hauling. In 2004, he joined forces with long-time friend Pat Sears and bought out a trucking outfit in Williams Lake, holding 25 contract positions in that city and Prince George. Today, Eldorado owns three low bed trucks and 24 trucks dedicated to log hauling. A s b u s i n e s s p a r t n e rs a n d heav y equipment operators, both Sears and Todd believe in hands on work and spend time low bedding equipment to various locations in northern BC. Their relationship is more than just business partners; they’ve known each other since 1978 and share a common passion for the trucking industry and flying. T hey bot h g ive cred it to their employees for growing Eldorado. “Without our dedicated employees we wouldn’t survive,” Sears said. He added that to be successful in today’s trucking industry the company has to be constantly looking ahead to balance the good years with the bad.

Sales

Service

Eldorado employees participate in Big Brothers and Big Sisters Bowl 4 Kids event in Williams Lake Bridgitte Pinchbeck, office manager, bookkeeper, safety officer, dispatcher, controller and daughter of Lee and Donna, said that it’s a busy business. “The region has a strong demand for trucking,” she said. “The low bed trucks are used to haul equipment and the logging trucks bring raw logs from the logging contractor to the mills.” She added t h at Eldorado’s fleet is the largest in Williams Lake and provides service to several mills including West Fraser, Tolko and Sigurdson. “Our drivers have their Class 1 l icense a nd ga i n ex pertise through mentorships with our veteran drivers.” She said that the market for skilled drivers is competitive so Eldorado treats its workers well as incentive to stay. “The mining and oil and gas industries have attracted many skilled drivers from the region, so we a re motivated to keep our experienced and trained drivers.” When Todd created his first enterprise, it was because of a strong desire and ambition to build a successful business of his own. “ I a d m i re d a nd re s p e c te d similar businesses and wanted

Eldorado has contracts to deliver logs to local mills to build something that would last,” he said. But Todd didn’t make the leap into business ownership without forethought. For 10 years prior to creating his own business he chose to manage several different companies gleaning ideas on what worked well and what didn’t. But it wasn’t until he had a strong idea of how he wou ld r u n h is ow n company that he started building Eldorado. With road building as a base, To d d a n d D o n n a g r e w t h e

company, branching off into severa l d iv i sion s w it h each specializing in a unique area. They then created Eldorado Log Hauling which now includes a f leet of 30 trucks and support equipment for the trucking company. “With Eldorado Enterprises, we’re currently building 14 km of road and eight bridges for the government up in the Mackenzie area,“ he said. “And Eldorado Log Hauling is transporting 1,920 metric tons per day of raw logs 180 days of the year for just

one of our local mills.” He added that up till two years ago the company was also harvesting 800,000 metric tons of logs a year, but due to business practices of some major corporations, Todd decided to pull his company from that market. Over the 20 plus years he’s been ru n n i ng h is ow n businesses, he said a common theme has emerged as a determiner for success: when a problem presents itself, focus on it totally until it’s dealt with and get the right people in the right place.

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AUGUST 2015

Lee Todd uses the company helicopter to deliver crew to camp

Pat Sears values the quality of work by maintenance staff

Lee Todd drives an ELH 014 and employee Doug Garten drives ‘Ol Yeller’ “Choose key people wisely,” he said. “Make sure they are confident, efficient and competent i n thei r jobs because they’re in a position to influence, not just other staff, but clients as well.” He added that because he can’t look after every aspect of his businesses, key people act in his stead, making the same decisions he would make. Pinchbeck said that retaini n g go o d p e ople i s i mp erat iv e a s wo rk e r s a n d t ra d e s people trained by Eldorado are

irreplaceable. Her background in human resources has shown her how important good staff is to the morale and smooth running of the company. “We’re dispatching 25 employees,” she sa id. “People with families who rely on us for their livelihood. We take that seriously. Every decision we make affects everyone in our business.” She added that at Eldorado, management is always thinking about its people, working at not taking its employees for

granted because at the end of the day it is people that are the most valuable resource. “We built our own preventive maintenance facility so we could do our best to keep our truckers and vehicles safe.” Ever y veh icle is i nspected by Eldorado’s own mechanics team, led by son-in-law and licensed inspector Josh Bremner, on a weekly basis, which minimizes the need to farm out to other agencies. Pinchbeck said that inspecting its own vehicles ties in with regular preventative

maintenance and ensures that when a truck is taken out in the morning its driver knows it will get him home safely. “With the back i ng of good maintenance, we have less load losses, more availability for jobs and contracts, full records to back up that Eldorado is doing its best to keep its vehicles safe, and a safer work environment for our truckers.” For Pinchbeck keeping workers safe is only a part of what Eldorado needs to do for its employees. It also needs to remind them of the importance of their jobs. “Every person in our company needs to be collectively supported with the knowledge that they are contributing something vital to their community, province and country,” she said. “The logs our trucks haul to the West Fraser mill supports one shift. If the mill doesn’t get the logs, those workers don’t have a job a nd it doesn’t produce the lumber that builds peoples homes and buildings.” She said that it is a reason to get out of bed every morning, knowing you are a part of the foundation of built growth. B ei n g com mu n it y m i nded doesn’t just apply within the company, however. Eldorado also gives to its community at large through the local truckers association. “The legal hauling weight is 63,500 kg. Our trucks contribute the money made on their

GE Capital Is proud to continue our long standing collaboration with Eldorado Log Hauling. We wish you continued success!

Congratulations Eldorado! We look forward to working together with you in the future. gecapital.ca

www.jamesws.com

overweight’s to a n overload f u n d w i t h t h e We s t F ra s e r Truckers Association and then its truckers decide where in the community that money goes. We’re the only group in BC that has control over the overload fund.” Todd said that it is in the details that Eldorado has seen the most success, focusing on one problem till it is solved rather than getting distracted by all the little challenges of running a business. He added that part of the purpose behind his job is to see that the industry keeps going and continues to grow BC. Eldorado Enterprises and Eldorado Log Hauling are in Willliams Lake

We would like to thank Eldorado Log Hauling ĨŽƌ ƚŚĞŝƌ ƉĂƐƚ ĂŶĚ ĐŽŶƟŶƵĞĚ support to us and other businesses throughout the community.

MOVERS & SHAKERS

AUGUST 2015

46 years of service with the company.

Terrace Hatch Lapointe congratulated Artur Kondrat’ev on obtaining his professional designation in the structural discipline of engineering with the Association of Professional Engineers and Geoscientists of BC. The Kitsumaklum and Kitselas can now formally move into the final stages of their treaty negotiations with the federal and provincial governments after signing agreements in principle on August 4. Both First Nations approved their agreements more than two years ago through referenda, but senior government approval only just became official.

engineering consultant, to determine which portions of the former Watson Island Pulp Mill will be decommissioned as part of a complete two-year process. The Gitxaala Nation has elected Clifford White as its new Chief Councilor. Questions have been raised about whether or not Banks Island Gold will be able to remain financially viable after a pollution spill, as it is still awaiting word on whether or not it can resume operations.

Federal environment minister Leona Aglukkaq has signed off on the Brucejack gold mine project owned by Pretium Resources. The federal and provincial governments are contributing $4.4 million needed by the Northwest Regional Airport for its $16.4 million expansion project. The first phase of the expansion will include making the airport 40 per cent larger to house bag check-in counters, a cargo area, offices and other additions. ReMax Coast Mountain congratulated Dave Materi on achieving top sales for the months of April, May and June 2015. Northwest Community College has introduced its new mobile training unit. The unit is capable of bringing skills training anywhere a semi-trailer can drive, enabling people in remote areas to access training closer to families, and offer the opportunity for First Nations who may face obstacles due to their distance from central towns. Dr. Cesar Lacsamana, Dr. Ali Mohammad, Dr. Amiedi Dear, a general surgeon, and Dr. Natasha De Sousa have, or will soon, begun practicing medicine in Terrace. Renovations to the Bandstra Transportation Systems Ltd. building are now complete, located at 3111 Blakeburn Street. Petland Terrace owner Amy Credgeur has been awarded the Nicholas Alexander Progress Award by the parent Petland company for having the best increased sales record for an individual store within Canada. Hawkair president Jay Dilley has been recognized by the aviation magazine Wings

Jay Dilley for being one of the top 20 leaders under 40 years of age in the aviation business. Construction of a $37 million highway overpass on Highway 16 is set to begin in 18 months’ time. The Tahltan Nation Development Corporation is celebrating its 30th anniversary this year.

Kitimat Lapointe Engineering, founded by Robin Lapointe, has joined the Hatch firm, and now operates under the name of Hatch-Lapointe. A gift of 156 acres of land on Minette Bay has been officially handed over to Kitimat Council. The provincial government is spending $200,000 for intersection improvements at Haisla Boulevard and Kitamaat Village Road. Kitimat’s Stephano Barberis has been nominated as director of the year for the Canadian Country Music Association awards, which will broadcast September 13.

Prince Rupert NRI Group, which has signed a demolition contract with the city, is in the planning stages with Stantec, an

Northwest Community College has launched ‘The Academy’ program, which is designed to give secondary school students the option to take universitylevel courses. Coast Tsimshian Enterprises, which is comprised of the Metlakatla and Lax Kw’alaams Bands, has entered into another agreement with Tarpon Energy Services Ltd. The agreement will allow Coast Tsimshian to pursue electrical, instrumentation, construction and fabrication work related to port operations, mining and oil and gas development in the Northwest. BC Minister of Transportation and Infrastructure Todd Stone has announced a $4.4 million contribution by the federal and provincial governments to help upgrade Prince Rupert water lines and dam infrastructure through a Raw Water Supply Grant. Port Edward also received a $2 million government grant for the construction of Wampler Way bypass designed to divert traffic from the community’s core and Skeena Drive. North Coast Distance Education has announced that it will be moving at the end of August to the Northwest Regional Trades & Employment Training Centre in Thornhill. Prince Rupert Grain Ltd. congratulated Luciano Daniele on his retirement after

The provincial government has announced the signing of a Memorandum of Understanding with Lax Kw’alaams leadership that will move forward the engineering work to pave Tuck Inlet Road, while the Ministry of Transportation will provide funding to refurbish the Spirit of Lax Kw’alaams in 2016/17 and support five additional weekly trips between Aero Point and Tuck Inlet beginning this summer. Coast Tsimshian Enterprises, comprised of the Metlakatla and Lax Kw’alaams Bands, has signed a joint venture agreement with Securiguard Services. Under the terms of the agreement, Securiguard will provide local training, employment and support services to both communities. Orca LNG, which is proposing to construct a terminal composed of six floating LNG vessels, has been approved for a 25-year export license, which includes a maximum annual export of 28.06 billion cubic meters of natural gas. Prestige Hotels & Resorts, which owns a number of hotels and resorts in the Okanagan and Southern BC, will be opening a Prince Rupert location later in the year, following the recent purchase of the Hudson Bay Lodge in Smithers. SwissReal Group has proposed a large condominium and commercial development on Bull Murray Drive. The development would sit eight stories high and encompass 80 residential units, and would include a commercial building for medical and business offices adjacent to the structure. Alture Properties, which plans to build a new subdivision in Port Edward, has cleared its first hurdle in the development with the passing of the first and second reading of a bylaw to rezone a large parcel of land from single family residential to multi-family residential, as per city council. The Metlakatla, Gixaala, Gitga’at, Kitselas and Kitsumkalum bands have announced the formation of the Tsimshian Environmental Stewardship Authority, which is designed to provide a way for all the Nations to address common environmental stewardship issues. SEE MOVERS & SHAKERS | PAGE 29

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MOVERS & SHAKERS

AUGUST 2015

MOVERS & SHAKERS

British Columbia.

CONTINUED FROM PAGE 28

Smithers Air Canada is in the process of considering increasing flights to and from Smithers to fill the gap left by Hawkair, which cancelled its local service as of August 1. Hawkair’s decision to stop its service to Smithers is estimated to cost the town around $67,000 in lost landing and terminal fees. The Regional District of Bulkley-Nechako will be taking over the management of the Knockholt Landfill, which services Burns Lake, Houston, Smithers, Telkwa and Granisle in September. By taking over from the contractors, taxpayers will save between $75,000 and $180,000 yearly, while maintaining services at the same level. The Moricetown Band Council has elected Duane Mitchell as its new Chief. Mitchell aims to change the minds of residents who oppose LNG development on Wet’suwet’en land. The Smithers Harley-Davidson dealership is celebrating its 30th anniversary this year, located at 4320 Highway 16. Federal Environment Minister Leona Aglukkaq has signed off on Pretivm’s Brucejack Gold Mine project. The project received provincial and federal approval last year. Shilo Werrel and husband Chris have taken over ownership of the Smithers Regional Airport’s former Bugwood Bean, now known as the Glacier Café. The federal government has given $775,000 to the Gitwangak Battle Hill National Historic Site to replace its stairway. The project is estimated to take two years, with the stairway replacement in 2016/17. Pharmasave Smithers has welcomed Mike Barratt as its new Front Store manager, located at 3752 4th Avenue. Smithers City Council has announced that it will be supporting NEWPRO’s application to the Ministry of Environment to change its particle board plant to a pellet plant. The Town of Smithers is looking for a new CEO, as Chief Administrative Officer Deborah Sargent has left her position to become Campbell River’s new city manager. A 10,000-square-foot expansion to the skateboard park in Heritage Park is one step closer to reality as Boarding for Brant, town council and Spectrum Skateparks have agreed on a framework to work together. If all goes according to plan, construction on the expansion will begin next year at the earliest. Cloud Nine Esthetics & Therapeutics has welcomed Janet Holyk of Clarity Counselling to its location at 3830 2nd Avenue. UNBC graduate Rheanna Robinson has been named the new senior advisor to the president at the University of Northern

Perry & Company has welcomed Lisa Feinberg as its newest lawyer, located at 3875 Broadway Avenue. The Wetzin’kwa Community Grant Program has distributed $152,061 to this year’s recipients, which includes: Bulkley Valley Bowmen, Bulkley Valley Historical & Museum Society, Bulkley Valley Research Centre, Smithers District Chamber of Commerce, Moricetown Elders Society, Moricetown Elementary, Muheim Parent Advisory Council, Northern Society for Domestic Peace, Smithers Community Services Association, Smithers Action Group Association, Telkwa Community Initiative Society, Telkwa Museum Society, Groundbreakers Agriculture Association, St. Joseph’s School, Access Smithers, Glenwood Hall Committee Association, School District #54 Kyah Wiget, Education Society, Royal Canadian Legion, Bulkley Valley Search & Rescue, BV Social Planning Society’s Smithers, Bridging Committee, Office of Wet’suwet’en, Smithers Community Radio Society, BV Classical Strings Society, Northwest Animal Shelter Society, Friends of Smithers Library, BV Soccer Society and Special Olympics of BC. TransCanada’s Coastal GasLink pipeline project has announced that it has signed project agreements with six northern BC First Nations. The project runs 670 kilometers from the Groundbirch area new Dawson Creek to the proposed LNG Canada export facility near Kitimat. After 19 years with School District 54, Barbel Schroeter has retired from her position as president of the Canadian Union of Public Employees.

The Insurance Council of British Columbia has announced the election of Brett Thibault as its chairperson for 2015-16. Prince George Motors is now under the ownership of the Canada One Auto Group. The Wood Innovation and Design Centre has welcomed FrontCounter BC as its new tenant. Todd Doherty and Bob Zimmer, local Conservative Party candidates, celebrated the opening of their Prince George campaign office on 3rd Avenue. Doherty is running for the first time in the CaribooPrince George riding, while Zimmer is running for his second term as MP for the Prince George-Peace River-Northern Rockies region. The Prince George Airport Authority is looking at increasing Airport Improvement Fees by $5 or $10 in the New Year, unless federal capital support is forthcoming. The City of Prince George will be asking the community for input on borrowing $7.5 million, with the majority of the funds going toward purchasing new equipment for the fleet. City Manager Kathleen Soltis has been appointed by City Council to oversee the transition of economic development activities from Initiatives Prince George to the City itself.

Dawson Creek The Provincial Government has announced $20,000 will go towards transitional

homes in the area. $10,000 will go toward the Mizpah House in Dawson, while the Chetwynd and Tumbler Ridge Safe Home’s will receive $5,000 each. The Dawson Creek Regional Airport will receive $82,311 for upgrades to the facility through the new BC on the Move program. Roughly $20,000 will go towards buying an installing a CCTV system that will help with break-ins and vandalism, with another $10,000 going towards upgrading security measures. Through the Canada 150 Community Infrastructure program, the Dawson Creek Curling Rink will get $500,000 towards upgrades, helping to offset planned costs of $1.5 million for upgrades.

Fort St. John Nomodic Modular Structures has been contracted to build a 68-person work camp for Canbriam Energy, a company drilling and developing natural gas processing facilities in the Upper Montney. Blue Fuel Energy has completed a financing agreement with RBC Capital Markets, which will see the firm join efforts to raise investment funds for the Sundance Fuels project. Fort St. John’s Medical Clinic has welcomed Dr. Shiva Tayebi as its newest addition to the team. The North Peace Regional Airport has received government funding that will go towards safety enhancements, including the purchase of a second plow truck.

Transitions Physiotherapy has welcomed the addition of Katie Hart to its team, located at 1260 King Street. Frontier Chrysler has welcomed Matthew Van der Woerd to its sales team, located at 3046 Highway 16.

Williams Lake Lyla Floberg of the Williams Lake & District Credit Union has announced her retirement. The new Child Development Centre celebrated its grand opening. Anne Oliver of Oliver & Co. has announced her retirement. Leslie Prestwich of Hub International Barton Insurance has left her position to move to Victoria, and has been replaced by Tania Elliott. Nurse Next Door Chief Operating Officer Sandra Shannon has announced a goal to partner with nurses across Northern BC to offer expanded services, including a new service in Williams Lake.

Prince George Integris Credit Union has been certified as a Living Wage Employer under provincially recognized standards. This makes it the city’s first business to earn the certification.

Suite 130 – 177 Victoria Street Prince George, BC

OPINION

AUGUST 2015 A division of Invest Northwest Publishing Ltd. Prince George Office 2871 Wildwood Cres Prince George, BC V2K3J4 Toll free: 1.866.758.2684 Fax: 778.441.3373 Email: info@businessexaminer.ca Website: www.businessexaminer.ca

PUBLISHER/EDITOR | Lise MacDonald, lise@businessexaminer.ca SALES | Shawn Bishop, shawn@businessvi.ca; Josh Higgins josh@businessvi.ca; Joanne Iormetti, Joanne@businessexaminer.ca WRITERS | Goody Niosi, Beth Hendry-Yim, John MacDonald WEBSITE | John MacDonald, john@businessexaminer.ca

COUPONS, GROUPONS AND DISCOUNTS: ARE THEY A SLIPPERY SLOPE?

MARK MACDONALD

here are many different ways to attract customers to your place of business. Advertising and marketing options are an obvious place to start, and it is clear that entrepreneurs are adept at putting on their thinking caps to come up with unique ways to bring new clients through the doors. Coupons, groupons and discounts are popular, but are they short-term gain resulting in long-term pain? Do they present eventual problems for business profitability? Yes, these methods do bring people in, but do they on their own get cash registers to ring at amounts that ultimately make sense for the owner? If you’re considering using

coupons/groupons, make sure the offer is substantial enough to entice customers to come your way. 10 per cent off is viewed as paltry. . .a “we pay the tax” offer, a slight increase, is more appealing, because, well, we all hate paying tax. But effective coupons need to promise more than a slight savings in order to work effectively. Generally speaking, if a business receives a 10 per cent redemption rate on coupons, that’s looked at as a “win”. Depending on what discount/offer is being extended, and to how many potential customers, that could prove enormously costly and perhaps not even worth the effort, once the till tapes are tabulated. And even if a coupon works, if a person only buys once, was it worth the effort at all to get them into the business? At best, coupons/groupons/discounts can be likened to “tasters”. Perhaps no-one is better at “tasters” than Costco. There, if a visit is timed right, mom and dad can feed the whole family by walking up and down the aisles around lunch or dinner time. An entire meal isn’t available at every station, but one can get enough n ibbles to ma ke the tu m my

rumblings seriously subside until reaching the till and beyond. Tasters are effective, and they do work, but the vendors aren’t giving away the farm. They are giving potential buyers a nibble, a try, in hopes that their taste buds are satisfactorily affected, enough to encourage their brains to buy the entire bag or box. Still, they are only samples. By the end of the day, the product presenter has divvied up plenty of product, but it’s only a little bit at a time to a wide number of potential customers. The message is clear: If you like what you’ve tasted, buy the bundle. But, lest we forget, someone, somewhere, needs to pay full price – or a reasonable price frequently, or there won’t be a company at all. Like most business exercises, the bottom line of the company is the ultimate statement about whether or not any sales method is effective. And if, at the end of the day or sale period, it results in red ink, then what’s the point? Discounting is a slippery slope, and, while being the easy way out for salespeople, it can become a very real problem for the company. If people become

accustomed to buying items at discounted prices and their frequency is based on price alone, how does a store get them to pay higher rates that make sense for the business? Yes, discounting works. But by continuing to do so, are you devaluing your business? And is it making you work harder and longer, with nothing to show for the effort at the end of the day? The answer is one word: Value. Many years ago, a presenter at a sales seminar made a statement – over and over – that has been permanently etched in my mind: “In the absence of value, price becomes an issue.” He urged us to concentrate on value when making sales pitches. He encouraged us to equip our staff to make skilled sales presentations and help buyers make purchases knowing they are making an investment in quality. It takes research, product knowledge and confidence in order for a salesperson to be confident to sell on value, rather than price, but the investment is always worth it. If the sales team is educated about what they’re selling, they’ll be able to present an understanding of value to customers prior to

purchase. Commission-based salespeople need to be reminded that their longevity with the company depends on their ability to sell goods and services at healthy margins that make sense for the owners, as well as the customers. Not everyone buys based solely on price. Of course there are many who do, but there is always a segment of the market that buys products and services based on long-lasting value. It is these who are more apt become loyal, longterm, valuable customers, and likely word-of-mouth advertisers for the company if they’re happy. If selling your products at or near your cost has become the long-term standard of conducting business, perhaps the next major discount the regular “customers” will get from the business is from the “going out of business” sale as you sell the remainder of your assets. It all comes down to the issue of value. Do you believe in your company, your products, and your people? Then it’s worth holding the line on the prices you’re asking. The results are much better than the alternative.

WHAT SMALL BUSINESS WANTS TO SEE FROM FEDERAL ELECTION CAMPAIGN Government spending, taxes and red tape top concerns Reducing red tape is a high-priority issue that all parties support

LAURA JONES

lections are exciting and br i ng out t he b est a nd wors t i n u s. T he b e s t: Contemplating the future direction of the country, debating policy choices, and thoughtfully deciding how to vote based on what is most important to us. The worst: Inattention to substance in favour of muck. The antidote to the latter is to look carefully at the policy platforms (or a reliable summary), particularly with respect to the issues that matter most to you. To help sm a l l bu si nesses, which cover all stripes of

t he pol it ic a l sp ect r u m, t he Ca n ad ia n Federat ion of I ndependent Busi ness has put questions to all party leaders on the issues that we know matter most, including spending, taxes, and red tape. Responses will be posted on our website at cfib.ca. T his week, we released the list of policy commitments we would like to see leaders make based on our frequent surveys of sma l l busi ness ow ners. Below are some of the issues we are following carefully: 1) A balanced budget and government spending Cont rol l i ng gover n ment

s p e n d i n g a n d d e b t i s s u pported by 86 per cent of the 6,874 sma l l busi nesses that responded to a poll last fall on the question of political parties should include in their platforms. A specific commitment that businesses are looking for is that governments balance the budget — someth i ng a l l party leaders have said they wou ld do. B u si ness ow ners wou ld a l so l i ke to see more fairness between public- and private-sector wages and benefits (currently, federal publicsector employees earn over 30 per cent more i n wages a nd benefits relative to the same job in the private sector). 2) Taxes T he tota l ta x bu rden consistently ranks among the top challenges for small business owners across Canada on CFIB surveys. One ta x issue, sure to get attention du ri ng th is election campaign, is whether Canada Pension Plan premiums should be increased to ultimately fund higher payouts. Small business owners and

the general public believe there are better ways to help Canadians save for retirement. For example, reducing the tax load in other areas to allow more money to be put into savings or creating some form of incentive like a one-time match to an RRSP contribution to encourage saving. Another tax issue is the reduction of the small business corporate tax rate, an idea originally brought forward by the NDP in the last federal election. The rate is currently scheduled to be reduced from 11 per cent to nine per cent over four years. All parties seem to agree with this direction. 3) Red tape Reducing red tape is a highpriority issue that all parties support. The Red Tape Reduction Act, which eliminates one regulation (and equivalent burden) for every new one introduced, had nea r u na n i mous support: 2 45 votes in favour a nd one opposed. T here has been a lot of good work done in this area, some of it started

with the previous Liberal gover n ment. However, t here is a lot more heavy lifting to be done, and 71 per cent of small business owners want to see commitments to this effect in the platforms. In particular, sma l l busi nesses wou ld l i ke to see the federal government take a page out of B.C.’s policy book and set a red tape reduction target. B.C. reduced its red tape by over 40 per cent relative to its 2001 baseline. Federal parties should commit to at least a 20-per-cent reduction. A few other tips for sticking to substance: Turn off the attack ads and tune in to the debates. It will be an interesting few months on the federal scene. Good luck staying above the muck! Laura Jones is Executive Vice President of the Canadian Federation of Independent Business. She can be reached at laura.jones@cfib.ca. Follow her on Twitter @CFIBideas.

SUBCRIPTIONS | $45 PER YEAR (12 ISSUES), $80 FOR 2 YEARS (24 ISSUES), SUBSCRIBE ONLINE: WWW.BUSINESSEXAMINER.CA. DISTRIBUTION: FOURTH WEEK OF EACH MONTH VIA CANADA POST AD MAIL. The publisher accepts no responsibility for unsolicited submissions. The views and opinions expressed in this publication are not necessarily those of the publisher. Produced and published in British Columbia. All contents copyright Business Examiner Peace Cariboo Skeena, 2015. Canadian Publications Mail Acct.: 40069240

LAW\SALES

AUGUST 2015

PATENTING A COMPUTER IMPLEMENTED INVENTION

SIX WAYS TO IMPROVE CUSTOMER SERVICE Customer service has often been called the “frontline” of an organization

LAW

Patent Eligible Claims

or a nu mber of yea rs, many US patents relating to computer implemented inventions and the internet were granted. Then, on June 19, 2014, the U.S. Supreme Court issued its unanimous decision in Alice Corp. v. CLS Bank International. It had long been established that one cannot patent an “abstract idea”, but for many years, it was possible to obtain a patent for a business method (essentially an abstract idea) as implemented on a computer. However, in Alice Corp., the U.S. Supreme Court held that merely implementing an abstract idea on a “generic computer” does not make it patent eligible. The Court further held that claims describing implementation of a method “using a handful of generic computer components” are not patentable either. The Alice Corp. decision severely weakened, if not destroyed, any business method patent that claims a demonstrably old and fundamental method with nothing more specific or “innovative” in the claims than implementation of that method on a computer. A series of cases then followed in which the Alice Corp. decision was applied. For example, in Ultramercial Inc v Hulu LLC, a claimed method of offering free streaming video in exchange for viewing an advertisement was held to be not patent eligible. A year has passed since the Alice

SALES JOHN GLENNON

Michael Cooper and Doug Thompson of ThompsonCooper LLP Corp. decision and it is now time to revisit what is and is not patentable regarding computer implemented inventions. The U.S. Patent Office acknowledges that a general purpose computer, when programmed by program software to perform a series of steps, creates a new machine because a general purpose computer becomes a special purpose computer once it is programmed to perform particular functions pursuant to instructions from the program software. In order for a claim to be patent eligible, it must clearly convey that the computer is programmed to p er for m t he steps of t he method. There must be integral use of the computer to achieve performance of the method, as compared to the computer being merely being an object on which the method operates. The computer must impose meaningful limits on the execution of the claimed method steps, as compared to the computer

contributing only nominally to the execution of the method steps (e.g., in a data gathering). B y fo l l o w i n g t h e m e t h o d claimed, one should produce an observable and verifiable result. The foregoing can be used as a guide in determining whether a computer implemented invention is patent eligible. It is important to understand that what is being considered is the invention “as claimed” (the claims are the part of a patent application that define the exclusive rights that the applicant hopes to obtain) and that care should be taken in the claiming strategy. When preparing an application for subject matter that could be characterized as a mere abstract idea, it is important to emphasize in the claims, and fully describe, features that differentiate the claimed subject matter from a mere abstract idea, for example, specific technical details that are only possible or practical when implemented on a computer.

National accounting firm expands into Vanderhoof

ANDERHOOF – Kenneth B. Simon Corp., a local accounting firm based in Vanderhoof, has joined one of the largest national accounting, tax and business consulting firms in Canada. For more than 30 years, Ken Simon has provided accounting and tax advice to individuals, organizations, and owner-managed businesses in Vanderhoof and communities across B.C. Now he and his team, Alex Rodriquez and Julie Harrison, have joined MNP to become the national firm’s 17th location in the province. “I am very excited about joining a firm that I have always held in high regard,” Ken Simon explains. “What appealed to me most about MNP is that even though they are a large firm with more than 80 offices across Canada, they still have a small-firm culture and a commitment to delivering personalized client service. Plus, MNP is recognized as one of Canada’s top 50 employers, so I know that both my clients and my team will be in good

From left to right: Alex Rodriquez, Ken Simon, and Julie Harrison hands upon my planned retirement next summer.” Joining MNP allows Ken to expand the services available to his clients while ensuring a seamless transition as he approaches retirement. The change also fits well for MNP, which has been looking for the right opportunity to grow in Northern B.C. since expanding into Prince George earlier this year. “Our number one priority was to make sure we had the right people,” explains Rod Quiring, a Partner

in MNP’s Prince George location. “Ken and his team are the kind of professionals that we want on our team because they understand the business needs of our local communities and take a personal interest in the success of their clients.” For local businesses in Vanderhoof and the surrounding area, MNP’s entry into the market provides a new option to access the expertise and resources of a national firm. In addition to traditional compliance tax and accounting expertise, MNP delivers a diverse range of advisory services such as specialty tax, management consulting and succession planning. MNP also has extensive experience and expertise serving clients and markets that are very important to the Northern B.C. economy, including agriculture, forestry and forest products, First Nations, professionals and private enterprise. MNP will continue to operate at #200, 2375 Burrard Avenue in Vanderhoof. www.mnp.ca.

ou know good customer service when you experience it. It’s hard to explain at times when it’s n ot so great, but it’s easy to recognize when a customer service agent has gone above and beyond to make sure you’re satisfied. At some p oi nt, ever y d ay, everyone is a customer. A good customer service experience is something that everyone can relate to – so what is it that makes for an exquisite customer service touchpoint? Because of word-of-mouth and social media, companies can’t afford to provide less than stellar customer service. Sandler Training teaches companies how to focus on the fundamentals of customer service due to its direct impact on the bottom line. Whether you’re in B2C or B2B sales, the following tips are tried and true and will help your company reap the rewards that come with exceptional customer care. Ask questions upfront. From the very beginning of a customer relationship, it’s crucial to know exactly what’s expected. This allows for you to manage expectations and also gauge what your customer will consider a success. If you’ve heard Sandler mention the “upfront contract” you know it all starts at this step. Listen to your customer. W hen a customer speaks, you should be listening. This is when you’ll discover their pain and identify where you’ll really be able to make an impact and move the needle for their business. Additionally, sometimes a customer just needs an outside opinion to ‘hear them.’ This is when you’ll establish that trusting relationship salespeople long for. Com mu n icate reg u la rly. A good business practice is to always be ahead of your customer. They should never be wondering when they’ll be hearing from you. Make it your practice to establish regular communications. And if there’s a particular situation that needs tending to, make sure you’re on top of the need and communicating accordingly. Remember, you’re there to make their job easier and more efficient. Be si ncere. T h is shou ld go without saying, but your efforts and communications with your

customers should be nothing short of sincere. Take a moment and put yourself in their shoes. If it’s important and pressing to them then make sure they know you understand their concerns and needs. Then, do your best to provide solutions to remedy the problem. Request feedback. A customer likes to be heard – and why shouldn’t they? They’re paying for a service and want to be handled to their liking. Insist that they rate you and give their feedback so that you can better service their needs. This is mutually beneficial as you’ll grow as a professional and they’ll likely continue to do business with you. K e e p a l o n g-t e r m m i n dset. There’s no quick fix when it comes to customer service. Companies that thrive invest in long-term training that the tackles behaviors, attitudes and techniques that are essential to customer service. Customer service has often been called the “frontline” of an organization. When executed properly, a happy customer will share their positive experience which will ultimately lead to referrals and positive wordof-mouth marketing. What are some of your customer service best practices? John Glennon is the owner of Insight Sales Consulting Inc, an authorized Sandler Training Licensee. He can be reached at jglennon@sandler.com, toll free at 1-866-645-2047 or visit www.glennon.sandler.com