Vancouver's Profiles of Excellence 2020 by Vancouver Is Awesome

VA NCOU V ERâ&#x20AC;&#x2122; S profiles of

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2021 EDITION

VANCOU V ER ’ S profiles of

E XC E L L E N C E 2021 EDITION

“Be kind. Be calm. Be safe.” DR. BONNIE HENRY

In March, a global event transformed the way of life as we once knew it. The unprecedented changes brought on by the COVID-19 pandemic were experienced throughout businesses in every industry. Overnight, organizations transitioned to remote-based and technology-driven operations and implemented health and safety protocols to ensure the protection of their staff, clients, and customers. Through it all, business leaders displayed tremendous leadership, guiding their teams and exemplifying values of empathy, care, and trust in the face of great upheaval. This year, the definition of business

excellence is driven by a shared commitment towards helping and supporting the communities that shape them. This peoplefocused approach is what all of the businesses and individuals featured in the 2021 Profiles of Excellence share in common. As we continue to adjust to “the next normal”, these aspirational themes of teamwork and togetherness will provide us with much-needed hope and inspiration as we kindly, safely, and calmly navigate the tides ahead. ELIZABETH ROSALYN THE EDITOR

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MICHELLE YU Personal Real Estate Corp.

ODLUM BROWN LTD. Investment Firm

AMHERST FUNERAL & Cremation Services

Michelle Bhatti EDITORIAL

Elizabeth The DESIGN + PRODUCTION

Jodeen Hodgson SALES

OPAL ELEMENT Elegant Retirement Suites

HAMMERCO LAWYERS LLP Krista Simon, Founding Partner

WESTLAND INSURANCE Insurance Brokerage

MIDLAND APPLIANCE Luxury Home Appliances

CENTRA WINDOW Custom Window Installation

PEAK MORTGAGE Boutique Mortgage Broker

LASER VALLEY Print Solutions

POCO BUILDING SUPPLIES Hardware Store

MEDNOW Pharmacy

PUBLISHER

David Chiew Maureen Laventure PHOTOGRAPHY

Mike Wakefield

For inquiries regarding the next edition, contact Michelle Bhatti

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PERSONAL REAL ESTATE CORPORATION KEEPING ON THE PULSE OF THE EVOLVING REAL ESTATE INDUSTRY

As a broker owner of RE/MAX Real Estate Services, award-winning Vancouver Realtor® Michelle Yu has a powerful vision for the future of real estate and a mission to produce a team of real estate professionals who serve the community by staying ahead of the evolving industry. With over 25 years of experience and expertise in real estate, Yu is uniquely positioned to utilize both the traditional and modern methods of the business. Her outlook for the next phase of this industry realizes the potential of technological advancements. “I foresee the future of real estate as being technology-driven,” Yu says, referring to the widespread use of software, apps, programs, and other paperless solutions that support real estate agents in the industry. During COVID-19, Yu and her team have been experiencing more business demand than ever before. With uncertainty in the economy, low interest rates, more deals, and less competition against other realtors, people are actively taking advantage of this real estate market upturn and selling and buying property. Team Michelle Yu has rapidly adapted to remote work, increasingly experimenting with real estate technology to not only connect safely, but innovatively. “The unprecedented time of this pandemic has made realtors aware that there are so many things we can do through technology,” reflects Yu. “We use video conferencing and online live tools to conduct virtual open houses and live showings” Yu is intrigued by how new technological developments will support realtors around the globe by saving time and stress for both agents and buyers. In the future, she imagines open houses conducted by robots and showings facilitated through virtual reality (VR). “For open houses, you can customize the robot for each property, and prospective buyers can come in, take a feature sheet, and do a walkthrough safely and securely without a realtor present,” says Yu. “And with VR, people can see and explore inside the houses from the comfort of their home, rather than physically going to the property.” Yu foresees a potential revolution in the nature of showings. “I envision driverless cars taking clients automatically from one potential property to another.”

As technology simplifies the often complex real estate process, Yu envisions a future where property transactions can be conveniently and immediately processed from wherever the clients are in the world. “Eventually, real estate will become something that’s very convenient for anyone around the world who is planning to buy a home not just locally, but elsewhere on the globe.” With that being said, Yu recognizes that nothing can replace the person-to-person element of real estate, which is why she is dedicated to supporting her team — full of young, energetic, and ambitious real estate professionals — in becoming the best realtors they can be. Yu’s mission is to mentor and coach aspiring realtors, using her past experiences by supporting them in their own growth and improvement. She takes the time to train new realtors to deliver quality service by providing sound advice, setting clear expectations, and exhibiting values of honesty, trustworthiness, and knowledgeability in client interactions. “I want the new generation of realtors to know that we are no longer like salespeople, we are real estate consultants,” says Yu. “As advisors, we help our clients to make informed decisions on their real estate goals based on our years of experience and most importantly, teamwork.” Yu’s office consists of many top professional realtors. One agent, Andrew Hasman, was the recent recipient of RE/MAX’s Luminary of Distinction — an exclusive career award representing the highest level of achievement at RE/MAX. To earn this award, a RE/MAX associate must have earned at least $20 million in individual gross commissions in more than 20 years with the network. Also of high importance to Yu is the development of a team of team players. “Realtors these days do not work alone — they work alongside a team,” says Yu. “I want team realtors on my team — those who not only have the expertise, skills, and results, but also those with a willingness to share and help others in the group so we can continue to provide a complete set of services to our clients.” As Yu states, “I would like to help the new generation succeed.”

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As advisors, we help our clients to make informed decisions on their real estate goals based on our years of experience and most importantly, teamwork.

MICHELLE YU

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Michelle Yu

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SUITE 110, 3540 W 41 AVE VANCOUVER. B.C. CELL: 604.329.8228 OFFICE: 604.263.2823 MICHELLEYU.COM 5

INVESTMENT FIRM PUTS A CENTURY OF EXPERIENCE TO WORK FOR THEIR CLIENTS

Despite the unforeseen tumult of 2020, entering this new decade has significance for Odlum Brown Limited: the Vancouver-based investment management firm prepares to celebrate its 100th anniversary in 2023. Since inception in 1923, this independent, employee-owned firm has grown to six offices across B.C. with over 300 team members that include close to 100 advisors overseeing over $15 billion in client assets. As Odlum Brown President and CEO Debra Hewson says, “Investing for Generations isn’t just a tagline for us; it’s what we do.” Throughout their first century, Odlum Brown has experienced and learned from some of the world’s most challenging economic times, starting with the stock market crash in 1929 just six years after its inception. The firm has endured and persevered through the Great Depression, World War II, the dot-com bust, and the Great Financial Crisis, making the organization prepared to face any challenge — including COVID-19. “For many of us, the financial crisis of 2008 and 2009 is still fresh in our minds, so we had some lessons learned from that going into the pandemic,” reflects Hewson. “In fact, some of the people who helped see us through that crisis were drawing on their experience from the crash in the late ’80s, and so on all the way back. There’s really something to be said for having been there as an organization, and I believe our clients have really benefited from our experience.” True to their long-term mindset, Odlum Brown had already been making significant strategic investments into their business — including technology and other business continuity capabilities — to best prepare their firm for the future. As a result, they were able to mobilize and transition quickly when the pandemic hit, allowing the firm to continue to serve clients without interruption and remain fully operational. “This crisis really proved how important it is to always be looking ahead and making those strategic decisions to put your business in the best possible position,” says Hewson. “Looking back, having had that mindset and having those pieces already in place was so important as we faced these challenges, and that’s something we’ll take away and carry into the future.” Odlum Brown’s hard-earned resilience

and adaptability have equipped the firm to serve clients through the current pandemic, but equally important has been their focus on taking care of one another. Their strong corporate culture is a true differentiator for Odlum Brown — leading the firm to be named one of Canada’s Most AdmiredTM Corporate Cultures — and never has that been more apparent than during this crisis. “I always say that building portfolios is our business, but building relationships is our strength,” says Hewson. “As a firm that is truly built on relationships — with our clients and with each other — we knew we had to make sustaining those connections a priority right from day one of these remote working arrangements.”

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Odlum Brown Limited

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Investing for Generations isn’t just a tagline for us; it’s what we do. DEBRA HEWSON

PRESIDENT AND CEO

True to Odlum Brown’s long-standing core value of putting clients first, the firm focused heavily in the early days of the pandemic on communicating with their clients, ensuring they were feeling comfortable about their investments – and beyond that, personally.

“Not only was our team working incredibly hard to shift our team members to remote working, we were also focused on coming together and taking care of our clients through the severe market volatility and everything else we were facing,” says Hewson. This has been the biggest determinant of their successful navigation of this crisis. In fact, Odlum Brown is seeing record numbers of new business coming in through client referrals, proving that when they take care of their clients, they will take care of the firm.

DEBRA HEWSON, PRESIDENT AND CEO

Looking ahead, the firm has initiated their team members’ gradual return to the workplace, with health and safety being the top priority. Eventually, the next step will be safely welcoming clients back, and they greatly look forward to connecting with them in person again.

Although the future is still uncertain, what is definite is that Odlum Brown will continue to lead with their values, provide long-term value and opportunities, and take care of their clients and each other.

“At the end of the day, we can add the lessons learned from COVID-19 to the long list of the past century’s ups and downs,” says Hewson. “What I can say with certainty is that this firm has been building resilience for nearly 100 years – we’ve weathered a lot. And we will get through this as well, together.”

SUITE 1100, 250 HOWE ST VANCOUVER, B.C. 604.669.1600 ODLUMBROWN.COM INFORMATION@ODLUMBROWN.COM

INDEPENDENTLY-OWNED FUNERAL COMPANY FOCUSES ON FAMILY FIRST

Following the death of a family member, Scott McFarlane faced an unpleasant experience as a client during funeral preparation proceedings. His experience highlighted all of the uneasiness he was feeling towards the funeral services industry in an age of profit-driven corporatization. Put simply, he believed that they had lost their way. That’s when McFarlane — with 25 years of experience in the funeral industry on his side — made the decision to launch his own, fully independent funeral service serving the Lower Mainland. At Amherst, “our goal is to provide simple, honest and straightforward funeral and cremation services that everyone can afford, without any sales pressure or upselling,” he says. “We were the first provider who started posting our prices online for transparency, back when others mostly kept this information hidden until the time they actually had families come to meet them.” Rather than using sly sales tactics to upsell various funeral options, Amherst provides the funeral services a family needs. No more, no less. And, above all, no pressure. Without a chapel of its own, Amherst is able to share its profits with the churches and halls that open their facilities for funerals and memorials. Another value that the team at Amherst adheres to is respect. This means respecting both the family’s wishes and the family’s needs, as well as respecting the deceased individual’s wishes and dignity. “It’s very important that both respects coexist with one another,” McFarlane says. Amherst follows the Golden Rule of empathy: If they were the ones who have lost someone they loved, how would they wish to be treated? “Without a doubt, kindness, compassion and sensitivity are the major requirements

for our industry and those should always be provided,” McFarlane says. “Having experienced a loss myself also helps me understand the ‘other side’ of the equation. I teach our staff to make our families their primary focus and to ensure they give them all of their undivided care and attention.” With independent establishments, families know that they will receive more personal and hands-on care from true stakeholders. There is a sense of familiarity, community, and personality when those families get to meet, interact, and even be served by the same people who put their reputation on the line for their very own company’s services. Families certainly are appreciative. Thanks to their vote of support, no other funeral service is as decorated as Amherst. It has won Best of Vancouver, Best of the City, and Stars of Vancouver readers’ choice awards for several consecutive years, as well as the recently won the 2020 Consumer Choice Award. That’s why Amherst can boast “The Best is Simply Affordable” with pride. When McFarlane reflects on his decision to start his own funeral service a decade ago, he can feel a deep sense of satisfaction with what he and his staff have achieved, and continue to strive for. “By founding Amherst, I can honestly tell myself that I truly get to help others in a manner that reflects my main mission: to help people afford the best funeral services, regardless of the level of service they require and their current financial state,” he says. “Our profit margin may be small, but I’m the most proud when I know that I have given these families the best care and services without sacrificing the respects they deserve.” For Amherst, the support of the families they service is the truest affirmation of their achievements.

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Amherst Funeral & Cremation Services

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Without a doubt, kindness, compassion and sensitivity are the major requirements for our industry and those should always be provided. SCOTT MCFARLANE

SUITE 1209 207 WEST HASTINGS ST VANCOUVER, B.C. 604.831.3023

24 HOURS A DAY / 7 DAYS A WEEK

AMHERSTCREMATION.COM SCOTT@AMHERSTCREMATION.COM

VERONICA DA CONCEICAO, GENERAL MANAGER

PROVIDING CHOICE AND COMFORT TO THEIR VIBRANT INTERGENERATIONAL COMMUNITY

With a prime location in Cambie Village on Vancouver’s West Side, OPAL’s boutique collection of elegant retirement suites — 130 units in total consisting of 44 Condominium units, 56 Independent Living Suites, and 30 Long Term Licensed Care Suites — offers inspired, vibrant living with refined amenities and attentive service thoughtfully designed with the highest standards in mind. OPAL is all about challenging the stigmas that shroud seniors’ residences and retirement living by establishing a high-end retirement community where residents can create an experience that is tailored to their unique lifestyles, needs and desires. Whether they require active, independent living, assisted living, or complex care, residents can select their preferred living arrangements and make easy transitions without leaving the comfort and familiarity of home or family. “We’re not segregating seniors — we’re making their home more of a lifestyle resort. Residents have a choice to be with the one they want to live with and choose where they want to live.” Life partners can continue to live and age together without worry should their health and medical requirements change. “That alone is very helpful to couples with different needs to stay together,” adds Da Conceicao.

OPAL’s model of intergenerational living is unique to the industry and is inspired by all-inclusive living arrangements within families in regular homes and condominiums. As Da Conceicao says, “with regards to multigenerational living, it’s about how families stick together. You would find those very similar living arrangements elsewhere — such as living with your mother-in-law or living with your grandchildren — so why not build a place that extends that very same concept?”

Retirement is a stage that’s earned, which OPAL honours by treating their community members with dignity and respect. For their residents, it’s a time to enjoy their time and engage with what excites them. OPAL aims to tailor their residents’ experiences by catering to their unique wants and needs, including having in-house dim sum chefs and a pastry chef to fulfill their culinary desires.

Da Conceicao has built a well-respected presence in the industry for 30 years. Through-

out her three decades of experience, she has worked her way up from concierge and waitstaff to managing different departments throughout the organization, from resident services to sales and marketing. This year, Da Conceicao was promoted from her position as Director of Sales, Marketing & Leasing at OPAL to become General Manager of the Flagship residence. When COVID-19 hit in March, Da Conceicao was juggling many roles within OPAL — which had just opened their doors for operations four months prior with a newly launched Licensed Care level— while navigating the new challenges of leading a team during a pandemic. Seniors’ residences have been among the hardest hit communities, with residents being the most vulnerable due to underlying health issues. OPAL does not take this lightly and makes health and safety their top priority. “To reassure our residents and our staff that they were going to be okay, we spared no expenses in ensuring their safety,” says Da Conceicao. “We were the first ones to purchase a digital thermal camera and the only one that hired drivers and rented vehicles to provide private shuttle service to our staff. When visitors come into OPAL, we have screening tools, contact tracing protocols, and visiting time slots in place.” Unlike other high capacity retirement communities that had to isolate residents in their rooms, OPAL’s newly-opened community meant allowing them to be well equipped to implement physical distancing practices in the residence. “Being able to have that space where our residents and families can have some physical interaction, or just some eye contact, has helped them not feel alone and isolated,” says Da Conceicao. In many ways, the pandemic has made a great impact on building an invaluable sense of community at OPAL. “What the pandemic has done is bring our residents closer together,” says Da Conceicao. “Our residents and our staff were able to build a stronger bond because we are safe here in our community bubble and can connect with one another within a safe distance.” “They know this is their safe haven, because this is their home.”

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OPAL by element

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As one ages through life, it’s really important to have a continuum of support and care. VERONICA DA CONCEICAO

438 W. KING EDWARD AVE VANCOUVER, B.C. 604.871.9265 OPALBYELEMENT.COM

KRISTA L. SIMON, FOUNDING PARTNER

MANAGING CONFLICT AND DISPUTES IN PERSONAL INJURY AND ESTATE CLAIMS

Krista Simon is a problem-solver by nature. A highly skilled litigator and negotiator in personal injury disputes and estate litigation, Simon has been resolving disputes for her clients for nearly two decades. She earned her law degree at Dalhousie University and shortly thereafter moved to Vancouver, joining Hammerberg Lawyers LLP in 2004. She was named the firm’s first female Partner less than a decade later. Appointed as the fourth female President of the Trial Lawyers Association of BC in 2015 and currently serving as a Governor, Simon has a wealth of knowledge and courtroom experience and a track record of trial wins. She also believes that mediation is often the best way to achieve the best outcomes for her clients. Simon is highly respected in both law circles and in the community. In 2020, she was selected by her peers to be included in The Best Lawyers in Canada (2021) for her work in Personal Injury Litigation, as well as voted Best Lawyer of 2020 by Stars of Vancouver for the fourth consecutive year. Despite the global pandemic, Simon has been busy. In October 2020, the law firm launched a re-brand, which includes an office move, a new website, and biggest of all, a name change from Hammerberg Lawyers to Hammerco Lawyers. As a founding partner at Hammerco Lawyers, Simon reflects that “we wanted to honour our law firm’s twenty-one years of service to our clients and communities, while giving ourselves a fresh canvas to work from. We’ve made a subtle change to the name by rebranding from Hammerberg Lawyers to Hammerco Lawyers, but it is a meaningful change to us.” The changes better reflect Hammerco’s core purpose of “providing powerful legal solutions for client’s we believe in”. Hammerco’s new direction is part of an effort to reflect the strong collaboration of the current partnership team and the transformation in the firm’s vision over the past decade. “One of our cornerstones is that we provide clear, smart, intuitive solutions for our clients,” Simon shares. “We take a modern approach to legal services,” says Simon. “We don’t want to be perceived as stuffy or unapproachable or intimidating. While we obviously want to express our high caliber of service and expertise, we also believe clients will be drawn to our personalized approach to legal services.”

When it comes to new client inquiries, they’ve noticed a growing trend of people in towns and city centres outside of Vancouver and the Lower Mainland looking for lawyers. Both personal injury and estate litigation claims involve sensitive matters, and finding the right lawyer is essential. “We are pleased to be able to reach our clients all across B.C. and ensure they can easily and equally access quality legal services.” With 2020 being a year of big change for the law firm, Hammerco reacted to the challenges brought on by COVID-19 pandemic with nimbleness and flexibility. The team transitioned from an in-person practice to accomplishing almost everything remotely, with a digital-first approach to their work. During the ongoing global crisis, Hammerco adapted to connecting with clients and resolving disputes using virtual meeting platforms such as Zoom, and relied even more on safe and secure document management software. Simon believes many of the changes will be long-lasting. Even as COVID-19 initially impacted some of their work, Hammerco saw their company grow during this time. “We actually expanded our business. In April, we acquired a law firm on Vancouver Island. All of a sudden, we opened our Courtenay office with seven staff members and we were onboarding and welcoming that team virtually. It has been an exciting time in that sense.” Clearly, 2020 has proven to be a transformative year for Hammerco, and Simon looks forward to even bigger plans for 2021 and beyond. “I am part of an exceptional group of Partners that bring such different perspectives, different skills, and different strengths. I look forward to continuing to develop some exciting practice areas together and better serving our clients and the community at large.” In terms of what Simon wishes to achieve for her clients, she says, “I will not hesitate to take a case to trial if it is in the best interests of my client. I always want to complete a matter feeling like my client was treated fairly. Fairness is not a black and white concept, because what is fair to one person would not be fair to another. By getting to know my clients, getting to know their goals and their motivations, we can work toward a result that is tailored to them whether that’s best done in court or out of court.”

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Hammerco Lawyers LLP

One of our cornerstones is that we provide clear, smart, intuitive solutions for our clients. KRISTA L. SIMON

SUITE 1220 AIRPORT SQUARE 1200 WEST 73 AVE VANCOUVER, B.C. 604.269.8500 HAMMERCO.CA KSIMON@HAMMERCO.CA

B.C. SUCCESS STORY: WESTLAND BECOMES THE LARGEST CANADIAN-OWNED INSURANCE BROKERAGE BY CONTINUING TO PUT CLIENTS FIRST

Westland Insurance is proud to provide a personalized experience to business and personal insurance clients based on expert advice and friendly service. To date, the company has 99 locations throughout B.C., with over 30 additional locations in Alberta, Saskatchewan and Manitoba. Founded in 1980 by Jeff Wubs, this B.C.owned and operated insurance group has strong family ties as a family-based business, based on the foundational values of integrity, education, hard work, and honesty instilled in Wubs by his loving, close-knit, and large family of ten. Jeff had a vision of starting his own company, one that truly focused on an excellent employee and client experience. Over forty years ago, Jeff started Westland with one agency in Ladner. Since then, his children have continued the tradition, providing leadership of the family business as it expands eastward across Canada. “Even though we’ve grown larger over the years, it still feels like a family business,” says Patti Gibson, Westland’s Vice President, B.C. Retail. “All the way up to the executive and the CEO, they really care about employees and clients.” Gibson started her career with Westland over 25 years ago, and her journey is indicative of the company’s investment and care in their Westland family. Beginning as a branch manager in Sechelt, she worked her way up to the roles of Regional Manager, VP of Operations in Alberta, and her current position as Vice President, B.C. Retail. True to their roots, Westland maintains their company’s core values of honesty, integrity, and personal service when supporting their clients’ business, home, travel and car insurance needs. Westland has a unique product offering insurance, as a brokerage that designs its own insurance products in addition to offering solutions from many of the largest domestic and global insurance companies.

“We’re committed to honesty and having high ethical standards,” says Gibson. “We want to put fine service ahead of fine print, and we’re always looking towards continuous improvement to exceed our clients’ expectations. We want clients to have a seamless experience where they can come in and walk out with a policy, knowing that the branch can handle all claims and questions right there and provide all of the support they need.”

Westland also recognizes that clients value flexibility in how they interact with their insurance provider. That’s why they continue to invest in technology to ensure that clients can interact with Westland in a way that is convenient for them, and with the support of the right person to service their insurance needs.

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Westland Insurance Group Ltd.

We’re committed to honesty and having high ethical standards. PATTI GIBSON

When the COVID-19 pandemic swept the country in March, Westland addressed the initial challenges head on, switching to virtual assistance and integrating a new process with ICBC to sell insurance over the phone. The changes brought on by COVID-19 solidified Westland’s approach to embracing digital transformations in the future. “We have made a lot of digital enhancements with the challenges and the shifts in this new normal,” says Gibson. “We are working on system changes in all areas of our business to enhance both our client experience and our employee experience.” When branches reopened for in-person customer service in May with the appropriate health and safety protocols in place, they weren’t sure what to expect. As Gibson shares, “we actually had more customers coming in to have face-to-face interactions with the staff.” Westland’s mission is to be the broker of choice in every community they serve by cultivating lasting and supportive relationships. They take pride in being active members of their local communities, supporting community wellness and vitality through organizations such as the Canadian Cancer Society, the Ronald McDonald House in Alberta, the Delta Hospital Foundation, Cassie and Friends, and various food banks. To celebrate their 40th Anniversary this year, Westland kicked off a 40 Weeks of Giving Campaign, where they sponsor a community organization each week for 40 weeks, supporting communities with Westland branches in the provinces they serve.

In the year ahead, Westland has its sights set on becoming a national company with offices from coast to coast, sharing its expertise, insurance market access and advanced technology platform with brokerages that it brings into the Westland family. While its size may have changed significantly over the years, the company has stayed true to its founder’s vision of putting clients first, and to the strong values that make each employee feel like part of the family.

SUITE 200, 2121 160 ST SURREY, B.C. 604.543.7788 WESTLANDINSURANCE.CA

SPECIALIZING IN LUXURY HOME APPLIANCES FOR CUSTOMERS IN THE LOWER MAINLAND

MIDLAND IS PROBABLY THE LARGEST APPLIANCE DEALER THAT FEW HAVE HEARD OF IN WESTERN CANADA

Specializing in luxury, premium, and super premium appliances in the Lower Mainland, Midland Appliance proudly serves B.C. with showrooms in Richmond and Vancouver. The company showcases a large variety of kitchen, outdoor kitchen, laundry, lifestyle appliances, and more — carrying over 40 different brands — in their design showrooms. Founded in 1984 by Tom Hleucka, Midland Appliance has focused on the new home construction and major renovation segments of the industry, catering to builders, developers, architects, contractors, designers, and homeowners. The initial intention was to serve this specific niche segment of the market by providing the highest quality brands with unparalleled service. Lee Methot, Midland’s President & CEO, along with a group of partners, purchased the business from Hleucka in 2017. Since then, the goal has been to continue and expand the legacy of work of the previous leadership group, which Methot says is “to provide clients with a high quality selection of appliances in addition to a high level of customer service and expertise to those in the premium segment of the market”. An important point of differentiation between Midland and their competitors in the market is that they focus on specialization over offering everything. “We have teams of specialists that are focused on meeting the needs of specific customer groups,” says Methot, “whether it’s the design community, the single family builder, the multifamily builder, or the homeowner.” Striving to create a quality luxury appliance buying experience, Midland is constantly showcasing the latest appliance trends on their showroom floors. As Methot shares, “our focus is to provide a unique buying experience within the appliance industry with our showrooms, which are designed in a way to offer a more intimate and personal buying experience that is not available at other appliance dealers in the market.” Midland uses an approach of openness between their team members and their clients, with the leadership team themselves stepping in to help out and speaking directly to customers to ensure they’re taken care of. “We want to consistently provide the best service, the best expertise, the most conve-

nience, and the best selection of products for our customers,” says Methot. “That’s always been our guiding philosophy — do what’s right for the customer, and the customers will come back.” In the wake of COVID-19, Midland responded quickly by making adjustments to their business. As a result, the company continued to provide personal attention to customers and maintain their commitment to supporting their employees. “We felt we had a commitment to our employees and their families, and we took that commitment very seriously,” says Methot. He continues, “We were proactive in taking a number of precautions early on to ensure the safety of both our staff and our customers. The steps that we took allowed us to remain open and fully operational throughout the entire pandemic.” Overcoming the challenge of providing products to customers led to a swift shift to online within the appliance market. “We’re making investments into our business to make sure that we are able to communicate and serve our customers on the platform of their preference,” says Methot. “We feel that online continues to complement our brick and mortar strategy.” With this, Midland is looking at developing an omnichannel approach for the company to combine both the physical and virtual showrooms, allowing customers to have that fully functional live walkthrough experience. “We understand that customers will begin their appliance journey online, and may want to finish it from the comfort of their homes,” says Methot. “But given the nature of purchasing luxury appliances — which is infrequent, complex, and expensive — there’s just no substitute for physically being able to see, touch, and compare the appliances in person.” Following on their trajectory of explosive business growth in a short period of time, the future looks bright for Midland, even with consideration into venturing into the retail sector so that more customers are able to make that lifelong investment into their home appliances with Midland. “We are looking to continue to expand the Midland brand into different markets and more to the retail consumer, which we haven’t historically done.”

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We want to consistently provide the best service, the best expertise, the most convenience, and the best selection of products for our customers. LEE METHOT

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Midland Appliance

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13651 BRIDGEPORT RD RICHMOND, B.C. 604.278.6131 MIDLANDAPPLIANCE.COM

A “PEOPLE FIRST” MODEL IS THE KEY TO BUILDING A BUSINESS LEGACY THAT LASTS

In addition to home improvement, Centra Windows has been in the business of people for over 35 years. “We’re not in the window business, we’re in the people business,” says Garett Wall, President & CEO of Centra. “It’s our focus on making a difference in the lives of customers, employees, and communities that really makes us different.”

What sets Centra apart is their unique business model. Whereas competitors are owned by conglomerates or a single owner, John Tilstra had a different vision. The Centra founder wished for the organization to outlive their people, providing opportunities for the next generation andreassurance to customers that Centra will always be there. To fulfill that, they combined their FERST values — family, entrepreneurial spirit, respect, safety, and teamwork — to establish their core foundation of employee ownership.

With employees representing and investing into the company as owners and shareholders, they have a stake in business matters — with Centra involving employee owners in decision-making, and sharing business plans and financial results with full transparency. Wall remarks, “When our people feel like their families, careers, and futures are provided for, they’re going to take care of our customers, which builds loyalty, which grows the business. It’s this flywheel that keeps moving forward to progress business growth.” On January 31st, Centra reached their greatest business model achievement to date with the Employee Ownership group buying out its founder to achieve 100% Employee Owned widespread ownership. Typically, founder buyouts result in sales to private equity or new owners, leaving employees and customers uncertain about where their futures and warranties stand. This succession strategy ensures that every employees’ future is secure. Wall believes a company should only exist if it makes the lives of its customers, employees, and communities better. Employee ownership benefits all three — customers receive the highest levels of service from owners themselves and employee owners get access to investment opportunities, spreading wealth back into their communities. COVID-19 came right on the heels of their major milestone. Luckily, Centra had a

prepared mindset to deal with the pandemic and provide reassurance to customers. “It was paramount to answer two questions: how do we keep our employees safe, and how do we keep our customers safe,” shares Wall. “We created safety procedures before they were required, then we had communication go out to customers on how we will ensure they stay safe.” The way Centra sees it, renovation is not just another job; it is an investment in the homeowner’s future. That is why they care about providing the highest level of customer care and workmanship through their vertically-integrated approach — and they stand behind their work with the most trusted lifetime warranty in the business. With customers spending more time at home, Centra is well-positioned in an industry seeing customer demand grow during these times. “People are falling in love with their homes again and understand how much home is a part of their lives. We invest in the community while we make homes better, and we make people’s lives better by making their interaction with their homes better.” “We only have one install standard — the right standard,” says Wall. “We bring the same level of technical experience and expertise used on major projects into your home. We’re the only ones in our space that handle the full spectrum of single family and multifamily install expertise in-house with no subcontractors.” The Centra Cares Foundation — the company’s registered charity — has given their people an opportunity to give back and make an impact. To date, they have fundraised and donated over $750,000 to local causes. Their philanthropic efforts were heightened during COVID-19. “Charities, causes, and grassroots organizations are struggling — their funding has been cut and their services are needed more than ever,” says Wall. “We’re supporting food banks, hospice societies, seniors programs and other programs assisting those impacted by COVID. Centra is focused on the people side of their company goals. “Our upcoming goals include building to 500 employee owners,” shares Wall. “We’ve proven this employee ownership model is a successful way of driving the business forward and creating a culture that creates a positive difference for people, our customers, and for communities.”

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Centra Windows

VANCOU V ER ’ S

It’s our focus on making a difference in the lives of customers, employees, and communities that really makes us different. GARETT WALL

20216 98 AVE LANGLEY, B.C. 604.882.5010 CENTRAWINDOWS.COM

EVERY MORTGAGE COMES WITH A TEAM OF EXPERTS

Purchasing real estate is one of the largest financial transactions you will make, so it’s no surprise that mortgages can be complex to comprehend. That is why the team at Peak Mortgage is set on helping Canadians find the best home financing solutions and navigate the mortgage maze. The full-service boutique mortgage brokerage helps their clients find the best financing options with the most favorable terms at the lowest possible rates. With a wide network and access to multiple lending outlets, Peak provides a range of financial options, including bank financing, alternative lending solutions, private loans, second mortgages, and commercial loans. “We aim to be a one-stop payment shop for any sort of mortgage financing, from the first-time homebuyer all the way to developers to the seasoned investor buying a large commercial property portfolio,” says one of Peak Mortgage’s Managing Partners, Lev Keselman. Launched last year in 2019, Peak Mortgage was founded on a shared vision between Lev Keselman and Alex Shein. Their servicefocused vision was to create a mortgage company that did things differently to improve the overall client experience, ultimately raising the bar and outperforming industry standards. Today, as Peak’s Managing partners, they have built a team of experienced and accomplished mortgage professionals whose work and dedication reflect that vision. With over two decades combined experience in mortgage financing, real estate, and investments, each team member comes from a diverse background, enabling them to relate closely to the client and their unique needs and to handle any financing scenario — no matter how challenging — presented to them. “There isn’t a situation our team hasn’t seen before,” says Keselman. “We’re able to tackle the ‘hard-to-do files’, such as if the client is self-employed with minimal reported income or has a credit challenge. Or, if the client has perfect credit and a strong application, we’re able to get them the most

competitive rates on the market.” The team at Peak is committed to providing first-class service, personalized support, and unbiased independent advice. They guide clients throughout all stages of the mortgage planning process to ensure what they are looking for fits into their overall plan, while striving to make the loan process as quick and effortless as possible. They also take a more holistic client focused approach by taking the time to understand the client’s investments, tax and estate planning as well as overall personal finances. Peak empowers their entire team to contribute in a hands-on way, with the Managing Partners supporting lead generation efforts and communicating directly with clients. Account Managers support their clients from start to finish, which is something that a lot of mortgage brokers who work individually cannot provide. “It’s a sought-after process that the client is taken care of,” remarks Keselman. Particularly in the wake of the COVID-19 pandemic, providing full service to clients during this unprecedented time in the real estate market is crucial. With banks tightening up their credits program back in March, some clients who had intended to become bank clients are now transitioning over to alternative lenders. For Peak, it was a matter of coaching and educating clients and working with lenders and clients to adjust to the current lending environment and set proper client expectations. On the horizon for Peak in the years ahead is to accelerate further company growth through building their brand name, adding to their team of mortgage experts, and continuing to help their network of clients fulfill their home-ownership goals. “We’ve been growing very rapidly and picking up clientele volume for the past couple years,” reflects Keselman. “There’s been a lot of learning on the go. It’s a fine balancing act between making sure we have the systems in place to service existing clients and to also expand our client base. Our growth has been amazing to see.”

profiles of

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2021 EDITION

We aim to be a one-stop payment shop for any sort of mortgage financing, from the first-time homebuyer all the way to developers to the seasoned investor. LEV KESELMAN

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Peak Mortgage

VANCOU V ER ’ S

SUITE 227 5589 BYRNE RD BURNABY, B.C. 604.568.9799 PEAKMORTGAGE.CA INFO@PEAKMORTGAGE.CA

RESPONSIBILITY TO PEOPLE MATTERS

LASER VALLEY TECHNOLOGIES HAS SPECIALIZED IN COMPLETE MANAGED PRINT SOLUTIONS SINCE 1992

Based in Surrey, the local company provides end-to-end laser printer and copier MFP repair, support, and consultation services for all the printer products they sell and endorse. As a Gold Partner of Hewlett Packard (HP), Laser Valley is able to offer clients exclusive promotions, programs, and discounts on printers and toner cartridges, along with quick and painless warranty and repair service. “We take responsibility for the whole print system,” says Perry Niehaus, President and Owner of Laser Valley. “Our systems, processes, delivery, and marketing are structured around the fact that we’re going to make sure that you’re never down.” With a motto of ‘Zero Down Time Service’, Laser Valley’s Technical and IT service staff are fully trained and certified to repair and maintain laser and Pagewide printing equipment. As the backbone of the company, Territory Managers represent Laser Valley with on site troubleshooting, support, deliveries, and pick-ups in their designated geographical areas, while the office and technical support team compliment them with phone and online support. As a managed print provider, Laser Valley aims to anticipate service from every point of the printing cycle before the user ever requests it. Their objective is to allow you to forget about your printers. “More than anything else, we protect the dignity of end users of printing equipment in organizations,” remarks Niehaus. Laser Valley’s focus on looking after and protecting their team and their customers was highlighted in their immediate response to COVID-19. From the very start of the pandemic, Niehaus took it as his personal responsibility to create stability for his staff by retaining their employment.

“It created stability in terms of creating certainty for our customers in the time when everything’s uncertain,” reflects Niehaus. “We want to be the one thing that they can count on.”

As Niehaus continues, “our business is not based on the equipment, assets, inventory, and so forth — the core of our business is the 22 people that show up and commit themselves to making sure that our customers are served.”

Niehaus and his team are adapting to the new changes in the workplace by expanding their already mobile support offerings to customers in offices and homes — helping workers overcome, identify and remove barriers to workflow and productivity in unprecedented times. “A lot of companies are going to have this type of ‘work from home’ environment, or some hybrid of that, in the future,” says Niehaus. “We can serve the customer wherever they are — helping them by making sure they and their equipment is operating efficiently. We’ve always delivered this, but now customers are becoming more aware of what we’re capable of doing.” As digital innovations continue to develop, everything with regards to office printing will change, including what and where documents are printed and stored. With this in mind Laser Valley’s goals with regards to printing infrastructure offerings are set with a 2 year forward looking view. “Our goal is to make sure that we’re keeping up and staying one step ahead of the changes coming in the print environment,” says Niehaus. For one thing, Laser Valley envisions the future of printing at work as one that is decentralized and accessible to all. “Our idea is to move printing tasks from a centralized situation in organizations to a more evenly distributed functionality throughout the organization,” says Niehaus. He adds, “this creates a safer, more economical and productive office environment. Whether an employee is working at the office or at home, they will have necessary resources available.” Ultimately for Niehaus, helping people have a good day’s work or a good day in general by removing barriers to accomplishment is what Laser Valley aims to achieve. “My job as a business owner is to identify and eliminate obstacles for my team members so that they can have a productive day and leave each work day with a sense of accomplishment,” says Niehaus. “We also take on the responsibility of helping our customers by removing some of the barriers that may hinder their staff’s sense of accomplishment each day. What better way is there to bring dignity and respect to the workplace?”

profiles of

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We can serve the customer, where ever they are, in the office or remote, by helping them make sure they and their equiptment are opporating efficently. PERRY NIEHAUS

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Laser Valley

VANCOU V ER ’ S

UNIT 1 9761 192 ST SURREY, B.C. 604.888.7085 LASERVALLEY.COM 23

CELEBRATING 100 YEARS

OF HONEST PRICING AND SERVICE EXCELLENCE IN THE TRI-CITIES

With strong family values and community ties, POCO Building Supplies is built on a foundation of hard work, honest pricing, and service excellence. In 1921, Port Coquitlam resident Harry Galer founded the Port Coquitlam Transfer Company to fulfill residents’ demands for building supplies. Originally a cobbler by trade, he shuttered his shoe store after realizing that the need for hauling and transporting coal and lumber would lead to greater profit. Harry’s son John purchased the company in 1947, who then moved the business to its current location on Mary Hill Road in 1967. The company was then passed into the hands of John’s children — Bob, Joe and Lynette — in the early 1980s. Today, the home improvement and building centre — and notably Port Coquitlam’s longest running business — remains a well-known fixture of downtown Port Coquitlam and is a large player in the Lower Mainland’s building supplies market. Beyond being just a hardware store providing nuts and bolts, two by fours, and plywood, POCO has pivoted more towards niche products in this last decade, supplying highend hardwood decking from South America and Southeast Asia, thermally modified wood products, charred siding, and specialty cedar variations in their shop stock. In recent years, outdoor living spaces and decking spaces have become a key part of the company’s unique product mix. Cousins Jeff and Chris Galer are the fourth generation of the Galer family to lead and operate POCO Building Supplies. For the past twelve years, the co-VPs have remained focused on catering to the needs of builders and homeowners alike by offering a superior level of value, accessibility, and care for anyone in need of their services. “We cater to both the retail and contractor segments of our customer base,” says Chris. “We want to have the homeowner that’s coming in to look for light bulbs feel just as comfortable dealing with us as the contractor coming in to buy a lumber package.” “We’re of the opinion that if you’re buying everything through us, you’re still going to save money over the box stores,” adds Jeff. “With fairly and competitively priced products and the additional service component, you’ll get people back in, day in and day out.” The sense of warmth and familiarity that their store fosters is due in large part to POCO’s practice of employing community members

and their families over the years, promoting from within and supporting their career journeys from hire to retire in many cases. “We tend to keep employees for the lifespan of their careers,” says Jeff. “So if you’re somebody that shops here regularly, you know the faces that are around here, whether it’s in the yard or in the store.”

VANCOU V ER ’ S profiles of

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POCO Building Supplies

We’re of the opinion that if you’re buying everything through us, you’re still going to save money over the box stores. JEFF GALER

As owners, Jeff and Chris themselves make sure that they are also involved with providing customer support whenever possible.

“We pride ourselves on handling problems ourselves directly,” says Jeff. “That goes a long way to making sure that there is trust, personal connection, and business investment going forward, with customers able to say that they know the owners of their local building supply company.”

As the COVID-19 pandemic rocked the boat for businesses everywhere, POCO was fortunate to be positioned within the in-demand building supply industry, remaining consistently busy with curbside pickups and deliveries. As interactions with customers shifted to being virtual and physically-distanced, the team — including leadership — did their part to bring all hands on deck. “Everybody put on their boots and stepped up,” says Jeff. “If you weren’t writing up an order, you were picking an order. I worked at the yard for thirteen weeks picking orders, working alongside the crew.” Prior to the pandemic, POCO had turned their focus towards the digital space, amplifying their online presence to stay competitive and reach new retail customers.

“People are working from home and using their computers to look for materials rather than going into stores,” says Chris. “We have strong SEO and SEM, as well as a large social media following, so we’re top of mind for people to find.”

2021 marks POCO’s centennial year, which is a very meaningful milestone for the two cousins. It’s a celebration of the dedicated support of their customers in the Tri-Cities area over the past century, as well as a testament to what the Galer family has built across four generations. “We wanted to make sure that we took this endeavour into 100 years,” says Jeff. “My grandfather was a part of this when Chris and I started with the business. I never had a relationship with my great grandfather, but I think that this is something that will connect us forever.”

2650 MARY HILL RD PORT COQUITLAM, B.C. 604.942.7282 POCOBUILDINGSUPPLIES.CA

Mednow

VANCOU V ER ’ S profiles of

It’s been reported that nearly 50% of Canadians taking chronic medications are not taking them properly. “Pharmacists are currently underutilized to help people weather their various medication needs,” says Karim Nassar, CEO and co-founder of Mednow.ca. “We see an opportunity to solve this problem and support the patient population in Canada.” Leading with a patient-first mentality — prioritizing health, safety, and customer experience — Mednow is Canada’s onestop-shop for virtual pharmacy care, designed with access for all and exceptional healthcare in mind. Transforming the delivery of healthcare products and services through technology, their digital healthcare platform connects consumers with local pharmacies for a fast, safe, and free experience — with the added convenience of not having to leave their homes. Mednow was co-founded by Karim Nassar and Ali Reyhany, a serial entrepreneur in the pharmacy space and the founder of the Care Group of Pharmacies, Canada’s largest pharmacist-controlled independent pharmacy chain. As the Care Group’s former VP of Digital Strategy, Nassar — who brings 20 years of expertise in computer engineering and marketing strategy for healthcare companies across North America and Europe — formed a partnership with Reyhany based on their shared vision of improving pharmacy care access through technology. Whereas pharmacies tend to break out into two categories — mail order and patient-facing — Mednow unites both in one place. As a fully licensed Canadian pharmacy, Mednow provides a full-service experience — from sorting out and refilling your medication automatically to same-day delivery for medications and pharmacy products to customers’ doors. Mednow’s other offerings include a specialized PillSmart™ managing system that packages prescriptions by date and time for easier tracking, as well as access to telemedicine virtual care. “Our systems are designed to allow people to receive quality care from home,” Nassar said. “With the pharmacy team focused on making sure people take their medications as prescribed and being easily accessed for consultation, we want people to feel they are

being smart about their pills.” “We started thinking about the need to support people in any way that is convenient to them,” explains Nassar. “Mednow is an alternative to help individuals get to the same outcomes of the pharmacy therapy experience that they’re after through another viable option.” During this first year of operation, Mednow has been focused on establishing its online presence as well as its multi-city brick and mortar locations. The first location opened in Toronto in October, and Mednow has since expanded to a second location in Vancouver. For Nassar, their plan is to personalize care of patients first and foremost, and allow the rest to follow. “When we approach any patient, we’re treating them as a unique individual with unique needs,” says Nassar. “It’s about providing a holistic approach to care that is customized to every patient.” “We want to bring together all of these communication channels in a way that makes it extremely easy for somebody to coherently follow their care from one place to another,” says Nassar. Though ramping up a business during a pandemic has its challenges, Mednow believes that it entered the virtual healthcare marketplace during a time of immense relevancy, with patients across Canada in need of access to pharmacies. “The need for accessible healthcare is becoming even more important with COVID-19,” says Nassar. “With our multiple communication channels, patients can reach pharmacists through our website, our app, and our national call center. We aim to deliver remote care to clients by bringing the pharmacy to them, anywhere and at any time.” Currently, Mednow has access to a network of over 60 independent pharmacies across Ontario and British Columbia, with further plans for expansion in Alberta, Quebec and Nova Scotia. Mednow’s goal is to continue growing by bringing in the best pharmacists, marketing and operations experts, and fleet drivers to expand its internal team. “We want to bring Mednow’s full-service approach to effective pharmacy care to every Canadian from coast to coast,” says Nassar. “We want to get to a place where we can say that we can help you anywhere in Canada.”

E XC E L L E N C E 2021 EDITION

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FOCUSED ON IMPROVING THE LIVES OF CANADIANS FROM COAST-TO-COAST BY MODERNIZING THE PHARMACY EXPERIENCE.

We deliver remote care to clients by bringing the pharmacy to them, anywhere and at any time. KARIM NASSAR

4484 MAIN ST VANCOUVER, B.C. 1.855.633.6691 MEDNOW.CA YOURCARE@MEDNOW.CA