BURNABY PROFILES OF
Excellence
2014 Edition
BURNABY PROFILES OF
Excellence “Excellence is an art won by training and habituation. We do not act rightly because we have virtue or excellence, but we rather have these because we have acted rightly. We are what we repeatedly do. Excellence, then, is not an act but a habit”
E – Aristotle
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elcome to the second edition of the Burnaby Profiles of Excellence, a very special annual publication of the Burnaby NOW. With this edition of Profiles of Excellence you can scan each photograph and bring it to life with augmented reality. Each image in this magazine has been enabled with Layar. Just download the Layar app and hover your iPhone, Android smartphone, iPad or tablet over each image to bring it to life with a video. The women and men profiled in these pages come from a wide variety of backgrounds, education, experience and expertise. What they all share is what Aristotle described in the quote above: a commitment to excellence – an attribute that is not born, but bred in training and repetition, in years of service to their profession and to their community. The awards these business leaders have earned are hallmarks of excellence, but the most important
mark of excellence is the respect and loyalty of their customers. As you will discover in these pages, Burnaby is a community steeped in excellence in a great many fields. We are very proud to present these Profiles of Excellence and look forward to many more editions in the years to come. – Lara Graham, Associate Publisher, Burnaby NOW
Download the free Layar App & scan the left hand photo pages in this magazine to discover interactive content.
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profiles
BURNABY ORTHOPAEDIC AND MASTECTOMY.........................................5 NEIL SQUIRE SOCIETY....................................................................................7 FIREFIGHTERS’ PUBLIC HOUSE AND RESTAURANT..................................9 FOREST LAWN FUNeRAL HOME.................................................................11 HEMLOCK PRINTERS....................................................................................13 BURNABY HOSPITAL FOUNDATION...........................................................15 AVANT DANCE COMPANY...........................................................................17 ERIC MUIR, MUIR INVESTMENT TEAM, RAYMOND JAMES LTD..........19 DENTISTRY AT THE HEIGHTS.....................................................................21 COBBETT & COTTON LAWYERS ................................................................23 FITFIRST FOOTWEAR....................................................................................25 SOUTH BURNABY VETERINARY HOSPITAL..............................................27 BOGNER DEVELOPMENT GROUP LTD......................................................29 OLIVE BRANCH HORTICULTURE SERVICES .............................................31 PALADIN SECURITY......................................................................................33
Associate Publisher: Lara Graham Project Manager: Natalie Lehr-Splawinski | Editorial: Christina Myers Photography: Lisa KIng & Kevin Hill | Design & Production: Gary Slavin
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Burnaby Orthopaedic and Mastectomy
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n business, success so often comes down to one simple ingredient: people. For Pamela Gardner, the owner of Burnaby Orthopaedic and Mastectomy, that’s true in two ways – through the people who come to her as customers, and the people who work beside her every single day. “We’ve really built our reputation on customer service – on making sure people find not just what they need, but also are treated well. If we can help educate them and find exactly the right product for them and they leave feeling they’ve been taken care of, then we’ve done something right.” But that, she says, would be impossible without the staff that work with her in providing custom and off-the-shelf orthopaedic braces, orthotics and mastectomy products. “It’s a team success, absolutely,” she says. “Everybody brings different skills and gifts. I like to surround myself with people that have different skill sets than mine – if everyone had my personality, it wouldn’t work. You need all those components – creativity and organization and dedication. Everyone brings something new to the team and that’s what really brings it together.” Clearly, she’s on to something: the business celebrated 22 years last month, with no signs of slowing any time soon. “I always have plans brewing in the back of my head. We’re definitely still in a growth phase, so I see us continuing in that direction and certainly as the demographic changes in Canada and in the Lower Mainland, I can see us moving into other products, like more mobility aids, to continue to serve people.” No matter how big the business grows, it will always come back to customer care though, she says.
PHOTO: Pamela Gardner, Burnaby Orthopaedic & Mastectomy
“We’re always looking at ways to make this easiest for the customer. We do house calls when we can. We provide service in English, Mandarin, Cantonese, Punjabi … I try to be aware of the community and its needs, and we need to consistently evolve as the city grows and the needs change.” The business grew largely through medical referrals and word-of-mouth locally, but has now far exceeded the city’s borders thanks to technology. “We really started out primarily in Burnaby in terms of where our customers are from. This is a perfect location, I’d call it downtown Burnaby and we’re central and really strategically right in that health care hub. But with the age of the internet, we have customers all over, throughout B.C. and Alberta particularly – but we also have people who will bring in a family member while they’re here visiting from overseas because not all of these products are available at this level of quality all over.” Still, for the Burnaby-born Gardner, no matter how far away her clients are coming from, this city will always be home to both her business and herself. “The doctor that delivered me – this was his office before I started my business here. I bought my parent’s home that I grew up in. I went to Brantford Elementary and Royal Oak and then Burnaby South – my 30th high school reunion is coming up. This city is my home and it’s been a wonderful place to live and to work.” Keeping that in mind, the business has continued to give back to the community all these years, too. “That’s very important to us. We support the Burnaby Hospital Foundation, the Firefighters, Progressive Housing Society, South Burnaby Neighbourhood House, others. This is our city and we love it.”
“This city is my home and it’s been a wonderful place to live and to work.”
Burnaby Orthopaedic and Mastectomy 302-4900 Kingsway Burnaby, BC 604-436-6092 www.burnabyorthopaedic.com
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Neil Squire Society
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echnology can help open countless doors to learning, connect people on opposite sides of the globe, and unleash creativity and collaboration in ways that have never before been possible. But only if the technology is accessible – which for millions of people with physical disabilities, it often isn’t. That’s where the Neil Squire Society comes in. The Burnaby-based national organization has been quietly helping modify, invent and develop technology since the early ‘80s for individuals with a variety of physical challenges. It’s an effort aimed at ensuring social inclusion, economic equity and, most of all, providing people with the equal opportunity to contribute and participate in their community and workforce. “We use technology, knowledge and passion to empower people, that’s really what it comes down to,” said Gary Birch, executive director. “That’s our goal and our mission, and it’s really the driving force behind everything.” In a world dominated by smartphones, the internet, email, and “virtual” work and play, accessibility is a critical component for being able to find employment, communicate and, often, interact socially. “We want to ensure that people with disabilities are using those technologies to their best advantage,” said Birch. “To be participating fully in life, to utilize technology at home and in the work place.” The society was born – as so many vital innovations are – from necessity. In 1980, 21-year old University of Victoria student Neil Squire survived a car crash, but the spinal injuries he suffered in the incident left him unable to move his arms or legs, or to speak. His cousin, an engineer and inventor, started working on ways to help Squire communicate – the first was a “sip and puff” machine which converted Squire’s sips and puffs into a straw to Morse code on a computer screen.
PHOTO: Gary Birch, executive director – Neil Squire Society
That was the birth of the Neil Squire Society, and its staff and volunteers have been working with current – and sometimes creating new – technologies ever since. Birch notes that today’s technology is changing so quickly, it’s often better to work with companies and government to create built-in accessibility features. “Emerging and current mainstream technologies hold so much potential – we’ve done less of creating one-off specialization solutions and more emphasis on working with government and industry and governing bodies to make technologies accessible from the get-go. For example, developing support devices that are easy to plug in and add to the original technology.” At the same time, the Society helps clients use those technologies in the most advantageous way possible – and that will vary greatly depending on the challenges, such as blindness or paralysis. “Our expertise is helping people use the technology by making sure they have the most appropriate assistive technologies,” he notes. “Because technology is so ubiquitous in both recreation and work, if people can’t have access to those technologies, they’re at a disadvantage.” It’s something that everyone at the Society is devoted to, says Birch, in part because they see the incredible impact it has on clients’ lives. “The team we have here is what makes the Neil Squire Society so special – they’re so dedicated, passionate and caring. They’re driven to see people with disabilities have equal opportunities.” “Being in Burnaby is wonderful, it’s central in the Lower Mainland and that helps with people getting here – and I’ve always had the real sense that we’re very well received and supported by the city. But we’d like to really extend our services, our distance learning technologies, to a wider area and continue to grow in that way.”
“We use technology, knowledge and passion to empower people … that’s our goal and our mission, and it’s really the driving force behind everything.”
Neil Squire Society Western Regional Head Office Suite 220-2250 Boundary Road Burnaby, BC 604-473-9363 www.neilsquire.ca
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Firefighters’ Public House and Restaurant
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t’s a rare thing to create a space that is both entertaining and inviting, that provides the fun of a night out along with the comfort of a friend’s home. But the Firefighters’ Public House has done just that. Though the pub and restaurant opened its doors two years ago to the public, it has maintained the cozy, friendly atmosphere that was bred in the years prior, when it was a private club for Burnaby and Vancouver firefighters. “In 1963, the original Burnaby and Vancouver founding members’ generosity resulted in the opening of the Firefighters Social and Athletic Club - somewhere for the firefighters and their guests to relax, and unwind,” says Kelly Matiowski, operations manager. “So for years, it was a private club. But what we offered to the firefighters is now open to everyone, and the people who have found us have really loved the atmosphere and people here. It’s just got that special thing – a lot of people come in for the first time by themselves, to have a bite to eat or for happy hour, and then they meet people and build these friendships and before they know it, they’re part of the family.” Matiowski says he’s thrilled with the feedback he hears from people – that the Public House is inviting, comfortable, and welcoming. “That’s what you want, that’s what you hope for – that you create a space that people really enjoy coming to and feel at home,” he said. “A lot of people still don’t know they can come in here because they think it’s a private space, so when they discover us, and we see them come back again and again, then we know we’re doing something right.” As the secret gets out, the business is growing – helped along by the population boom in the area.
“We’re right here in Metrotown, so we’re finding that with the developments it’s really a big growth, it’s a prime area to be in – and then you have people who are shopping on a Saturday and they pop down for something to eat and a drink,” he says. “We’re seeing new faces all the time.” Matiowski notes that the size of the space allows them to run special events – parties, birthdays, fundraisers – and that they keep the calendar full of unique activities for the customers. “We have food features every day, $5 appy times, we run contests, we’ve got CFL, NHL, World Cup, Champion’s League, everything. We have live entertainment every Friday and Saturday, with some of the lower mainland’s best bands,” he says. “There’s always something happening, and people enjoying themselves. It often feels like you’re at that great house party at a friend’s place.” He says the menu is North American casual dining – “laid back” favourites like hot wings and burgers, with plenty of unique mains so there’s something for everyone, along with drink specials and tried-and-true classics. “It’s just good food, good drinks,” he said. There’s about 20 staff at the Public House, says Matiowski. “I’ve been here about 17 years myself, and many of the staff have been here a long time – it’s a family for us too, it’s a great team.” He notes that they keep an active presence on social media, with a Facebook page and a Twitter profile, so customers can check out what’s coming up, but the best referral is still word of mouth. “We love hearing that someone told a friend to come check us out,” he said. “The door is open, we’re a great group – we hope more people discover us.”
PHOTO: From left to right: operations manager Kelly Matiowski, chef John Lewis, associate manager Kara Colley, Chyln Smith. (missing from photo: sous chef Steve Riely)
“It’s just got that special thing – a lot of people come in for the first time by themselves … then they meet people and build these friendships and before they know it, they’re part of the family.”
Firefighters’ Public House and Restaurant 6515 Bonsor St. Burnaby, BC 604-437-4347 www.firefightersclub.com
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Forest Lawn Funeral Home
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n the midst of grief, a helping hand can make all the difference. For a family who has lost a loved one, it can feel like an overwhelming task to begin the process of organizing funeral arrangements without some guidance and support. Forest Lawn Funeral Home provides both. With decades of experience, a team of dedicated staff and an array of services, Forest Lawn has long held a reputation for offering quality funeral arrangements in a caring, personal atmosphere. “We work very hard to make sure that each memorial is individualized to each person, each family,” said Andrew Knapman, manager at Forest Lawn. “We avoid the cookie-cutter approach. What each family needs and wants is going to be unique and we want to ensure that’s honoured.” That allows each family to arrange the type of viewing, services and burial or cremation that best suits and recognizes their wishes. “That varies so much from family to family and we try capture what’s important to each family,” he said. “For some, arrangements are already in place and others, it’s very unexpected and we work with them from the start to figure out what is needed.” Knapman notes that a funeral director is available 24 hours a day, so that arrangements can be made as soon as necessary, and to begin the process of helping and supporting the family after the loss of a loved one. “Our goal, and our commitment, is to help families with compassionate, professional and personal service,” he said. “We know what a difference that can make. Most funeral directors are drawn to this profession through personal experience – they have had that experience of losing someone and really saw first-hand how much it helped to have that support.”
Being part of the Dignity Memorial network of funeral, cremation and cemetery service providers allows Forest Lawn to offer an expanded array of services. “We are part of a larger group of funeral homes, and that’s a benefit in a variety of ways – first, that we have a larger knowledge base to draw on, second we can provide families with a larger choice than a smaller funeral home may be able to, and there are other services we can offer,” he said. For example, they have access to dedicated travel professionals who focus solely on arrangements for families after a death as part of their bereavement travel program, as well as a 24-hour compassion help line that can be accessed for 13 months after a funeral. They also have a variety of after-care services which can help families as they continue to deal with the practical matters after someone has passed away. “These are things that can all help play a part in easing that really difficult time,” he said. Most critical of all, he notes, is the staff. “We have amazing directors, our people are so compassionate and believe so much in what we do,” he said. “We want the families we work with to know that we are here for them, that we care, and we often receive cards and emails expressing their thanks, which is very rewarding.” Forest Lawn Funeral Home was established in 1965 as a chapel located in the centre of the cemetery grounds, adjacent to Royal Oak Avenue. A funeral home was added to the site in the late ’70s; last year, the building received a major renovation to upgrade the building and interior. The sloping lawns, natural greenery and views lend a peacefulness to the site, while its location allows for convenience for visitors coming from throughout the region. “Burnaby is an ideal location for that reason,” said Knapman.
PHOTO: Back row: Andrew Knapman, Michael Nugent, Greg Marin, Liz Mullen. Front row: Tony Chan, Sara Kariatsumari, Elizabeth Hamilton, Hedy Krause, Karen Jomphe.
“Our goal, and our commitment, is to help families with compassionate, professional and personal service. We know what a difference that can make.”
Forest Lawn Funeral Home 3789 Royal Oak Ave. Burnaby, BC 604-299-7720 www.forestlawn-burnaby.com
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BURNABY PROFILES OF
Excellence Hemlock Printers
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n a world dominated by smart phones, touch screens and digital communication, one might not expect that the print industry is experiencing its own renaissance. But it is – and Burnaby’s Hemlock Printers are at the front of the wave. “This is a really exciting time for us,” said Doug Climie, vice president of sales and marketing at Hemlock. “There’s no doubt the changing technology created new challenges for the print industry, but we’re seeing some very unique growth in different areas. Ultimately, print is still a very compelling part of any communication plan for a business or organization. There’s lots of ways to talk to your clients, but print is still a huge part of that.” And that’s where Hemlock excels: by not just finding new ways to provide quality products, but doing so in a way that fits the needs of their clients. “We’re committed to being the best choice, on several levels: customer care, technical leadership, craftsmanship and sustainability,” he said. “They’re all critical.” Climie notes that those all fall under the company’s motto: “Integrity. Innovation. In Print.” “That encompasses many things: standing behind our product, being part of the community, always being on the leading edge of sustainability in our products and processes, and driving new initiatives,” he said. “And we’ve really taken innovation – in all areas - to heart, which has kept us in a real leadership position in the industry.” It’s a combination that is certainly working for them: the 46-year-old company has grown to 170 employees, with a head office and manufacturing plant in Burnaby, along with sales offices in Victoria, Seattle and San Francisco. They’ve been named for dozens of awards for their business practices and focus on sustainability, including repeatedly being awarded the Most Environmentally Progressive Printer in Canada. It’s a true family business suc-
cess story: Dick Kouwenhoven joined the staff at a small Burnaby printing company in the mid-60s. He later became a partner and then ultimately bought it. Nearly 50 years on, he’s still CEO and son Richard Kouwenhoven is president and general manager. “It’s great to see that transition into the next generation – Richard has grown up in the business, knows it inside and out, and most of all, has a passion for it,” said Climie. “This is absolutely one of those great family-run businesses, it’s an atmosphere throughout the company. We have staff that have been here 15, 20, even 25 years. We continue to infuse the company with new staff and they become part of the family, too. That aspect attracts new people and it keeps them here.” That’s a valuable component in an industry of rapid technological change. “More than ever before, timelines are tighter and tighter – we need to do more, faster. Part of that is having knowledgeable staff, which we do. It’s a wonderful team. The other part of that is your equipment. You have to stay on top of the technology to allow for faster times and great results.” Ironically, the web – once deemed the death knell for print – has proven to be a new source of clientele, as niche-market bloggers and websites begin to create specialty print products (like magazines or books) for a demanding fan base. “There’s some really amazing things coming out from these sites – a real artisanal feel to the publications. No matter how popular digital media is, there’s still something about the tactile nature of a product in your hands.” Combined with a growth in specialty packaging, and long-time and new clients in the public sector and retail sector, Hemlock is poised to welcome its half-century mark in a few years as vibrant as ever. “We’re always looking ahead in everything we do.”
PHOTO: Doug Climie, vice president of sales & marketing - Hemlock Printers
“We’re committed to being the best choice, on several levels: customer care, technical leadership, craftsmanship and sustainability. They’re all critical.”
Hemlock Printers 7050 Buller Ave. Burnaby, BC 604-438-2456 www.hemlock.com
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Burnaby Hospital Foundation
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ust as hospitals have evolved over the last century, so too have the organizations that support them. Burnaby Hospital Foundation has been helping to support the city’s hospital for more than 30 years. And while the effort to raise funds for cutting-edge technology and staff education programs continues to be a priority for the organization, the goals have expanded over the years to include a pro-active, progressive approach to support the community at large. “The overall focus is really engaging the community, in an incredible variety of ways,” said Cheryl Carline, president and CEO of the foundation. “So that core component of looking internally at the hospital and its needs – be it equipment or various support programs – still continues and is very important. But we have a growing external focus, looking at the community around us and finding ways to encourage good health and wellness.” That, she notes, can include community initiatives and partnerships that benefit local residents. “We’ve been able to fund a seniors’ wellness program at four city recreation centres,” she said. “We have become sponsors for the Healthy Heart program. That sort of thing is such a positive for the whole community, and happens outside the hospital walls. They create a real ripple effect and so our reach becomes more substantive throughout the community.” For Carline, it’s an exciting role for the foundation and a wonderful time to be part of the organization. “I think we really see ourselves as being ambassadors,” she said. “That’s really exciting, to be able to raise money for equipment that helps the hospital provide the best health care, and to reach out into the community too. And donors want to see that pro-active component, where we’re really able to pick up the mantle and provide a leadership role.”
Carline notes that challenges in the health care field around the world can garner plenty of headlines, so it’s rewarding for the foundation to be able to tell the wonderful stories of the people – both patients and staff – inside the hospital. “We get to be the storytellers, to share the wonderful experiences and work that happens here,” she said. “We get to hear the stories of patients and families and doctors and nurses and staff and volunteers and then share that with the community. What an amazing opportunity that is, to be able to show people the difference they’re making when they support the hospital.” And what a difference the community and foundation have made: working in partnership with the hospital and donors, they’ve provided millions of dollars in support over the years, such as the $4.85 million MRI suite built several years ago. “Being able to ensure we have the latest medical technology, education programs, and creating partnerships to improve patient support is so critical,” she said. “Our donors have been incredibly supportive and generous.” Carline notes that donors come in all varieties – from fundraising efforts carried out by local community organizations, to monthly or annual gifts, along with legacy gifts. Volunteers donate time, energy and expertise in a variety of ways, providing vital support to the foundation’s efforts. “The foundation can’t exist by itself. That support from volunteers and donors and the team here is the key. Everyone is so passionate about the work,” she said. Carline says the future is bright for the foundation, the hospital and the community itself. “It’s a wonderful time, to be looking ahead to our goals and finding new ways to be promote wellness on every level,” she said.
PHOTO: Cheryl Carline, president and CEO - Burnaby Hospital Foundation
“We get to be the
storytellers, to share the wonderful experiences
and work that happens
here. What an amazing
opportunity that is, to be able to show people the difference they’re making when they support the hospital.”
Burnaby Hospital Foundation 3935 Kincaid St. Burnaby, BC 604-431-2881 www.bhfoundation.ca
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Avant Dance Company
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o find your passion in life at an early age is truly a blessing. But to be able to pursue that passion – and then help others do the same – is a gift like no other. Jocelyn Wozencroft first entered the dance world as a “very, very energetic” four-year-old. Before she reached 10, she knew she’d found her calling. Now, she’s returned to the Lower Mainland to help a new generation of young dancers find their way. “My teacher told me at nine, ‘I know you like to run, you like soccer, you like other activities, but if you really want to do this, you need to make a decision,’ and it was no question, I knew – ballet was it for me,” she said. That early commitment led to several years training with the Goh Ballet Academy, and then – at the age of 11 – she was accepted and attended The National Ballet School of Canada. She continued her training with the Richmond Academy of Dance, trained full time with the Royal Winnipeg Ballet School, and then returned to Richmond Academy to graduate. She then went on to the Boston Ballet School and worked with the Boston Ballet Company II; later she performed with the Banff Professional Dance Company and eventually the Ballet Central in England. Her path has included numerous awards and honours, including the top ballet award in the Canada Summer Games and earning a semifinalist prize in the prestigious Adeline Genee Awards in London, England. “I have been so very lucky – when I was 18 I moved to England and danced there, and it was a dream come true,” she said. “I’ve had so many wonderful teachers, and to be able to come home and do this is definitely the fulfillment of a long-time dream.”
Wozencroft is the artistic director and owner of Avant Dance Company which, now in its second year of operation, is already gaining an impressive reputation not just for the dance training but for the atmosphere it provides its students. “This is really a second home for our students – they need to feel safe and encouraged. Ballet and dance in general can be a negative environment because there is an element of criticism in training. That can be very hard on the student,” she said. “I believe in constructive criticism and encouragement. I want our dancers to feel they can give it their all – sometimes they’ll fall and sometimes they’ll fly, and you have to know that it’s all right to fall, and that it’s amazing to push yourself to fly.” The company has four world class teachers – one each for ballet, contemporary, jazz and tap – and the students range from preschoolers up to high school students, including elite dancers who are training for future careers in dance. “We’re not a school and not an academy, we’re a training program. We’re small and I want to maintain that. It’s important to me – I want to know every name of every student, and their unique stories and goals,” she said. “I want every dancer to leave my studio feeling that they’ve become a better person, the best version of themselves. It’s not just about dance.” Helping young dancers find and explore their own passion for dance is rewarding every single day, says Wozencroft. “The proof is in what you see when those students are leaving a class – when they’re walking out rosy-cheeked and saying ‘Wow, mom, that was amazing’ and they’re beaming, then I know we’re doing great work here,” she said.
PHOTO: Jocelyn Wozencroft, artistic director & owner – Avant Dance Company
“This is really a second home for our
students – they need to
feel safe and encouraged.
I want our dancers to feel they can give it their all – sometimes they’ll fall and sometimes they’ll
fly, and you have to know that it’s all right to fall,
and that it’s amazing to push yourself to fly.”
Avant Dance Company 5262 Rumble St. Burnaby, BC 778-875-0708 www.avantdance.ca
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E Eric Muir, Muir Investment Team, Raymond James Ltd.
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rust is a vital component in any business setting but it’s fundamentally critical between a financial investment advisor and his clients. So it’s no surprise that Eric Muir and his team see their business as more than just helping clients with their financial planning and goals, but as an ongoing relationship – one which he fosters with care and commitment. “What I really care about is ensuring that I’m looking after my clients, that they know they’re important and that we value their trust in us,” said Muir. “I want my clients to have enough money to retire on, to live with after their retirement and to know our expertise is committed to that. Our vision statement is to understand each individual family, their lifestyle, their needs and goals and then implement a financial plan to achieve those goals.” For Muir, a career in the financial field was a natural step from a young age. “I graduated with a bachelor of commerce degree, with honours in finance – I’ve just always been interested in financial matters,” he said. “It’s not work, it’s what naturally interests me.” That passion has served him well: he’s spent 25 years in the financial services industry, and is a Canadian Investment Manager and Fellow of CSI, and is recognized as an Elite Advisor by Elite Advisors Canada and one of Raymond James top 5 advisors in Canada. In 2013, he was awarded the Wealth Management Award for Excellence for Western Canada at his previous bank-owned firm and in 2010 was a finalist for the Burnaby Business Man of the Year award. Now, as the founder of the Muir Investment Team of Raymond James Ltd., he’s continuing to serve clients throughout Burnaby and beyond. “I have a fantastic team of individuals here that help me manage our clients’ profiles. My associate Tracey McDonald is wonderful, the support team is great. It’s a family,” he said. “We have a range
of services – we have a full-time financial planner, we manage investments, we have ongoing workshops for estate planning, tax planning, retirement planning and wealth knowledge. That’s important to us. We want our clients to feel well informed, and to feel we’re providing valuable services.” Part of building a successful business, he says, is down to simple basics – like being available. “Technology these days can often take the place of a person and we don’t want that. When a client calls, we want the call answered by a person, someone who can help them right away to set up an appointment or direct them to the person they need. That might seem like a small thing but it’s important.” Part of ensuring that personal touch means satellite office locations for clients outside the Burnaby area. Eric and Tracey visit clients regularly in Abbotsford, White Rock/South Surrey and downtown Vancouver. “Being available to a client is part of building that trust, and taking care of them,” he said. “I want a client to say ‘Eric and his team listened to us, he understood how we were feeling, he explained things well to us, and he helped us with our goals.’ That’s our mission in everything we do. We’ve done our job right if a client feels that way.” For a client that has never worked with a financial advisor, it can feel overwhelming to know where to start or who to work with. “People can come in and meet with us and see our approach and find out if we’re a good fit for them,” he said. “Individuals, families, small business – there are services for every range of client.” Securities-related products and services are offered through Raymond James Ltd., member-Canadian Investor Protection Fund. Insurance products and services are offered through Raymond James Financial Planning Ltd., which is not a memberCanadian Investor Protection Fund.
PHOTO: Eric Muir, B.Comm (Hons. Fin.), FCSI, CIM, SVP, portfolio manager, Private Client Group - Muir Investment Team of Raymond James Ltd.
BURNABY PROFILES OF
Excellence
“I want a client to say ‘Eric listened to us, he understood how we were feeling. He explained things well to us, he helped us accomplish our financial goals.’ That’s our mission in everything we do.”
The Muir Investment Team of Raymond James Ltd. Suite 1133, 4720 Kingsway Ave. Burnaby, BC 604-451-3100 1-855-450-6847 www.muironmoney.com
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Dentistry at the Heights
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n a busy metropolis like Burnaby, the Heights stands out for its small-town atmosphere and a strong sense of community – which was exactly what drew Dr. Senia Bobanovic to start her dental practice here. “I’ve always loved Burnaby, and in the Heights there’s such a diversity in cultures, a real variety in the economic profile with the types of businesses here, and this area has seen such an influx of young families,” she said. “It’s been an ideal place, we’re really proud to be part of this community. It’s wonderful to be walking along doing some shopping on the weekend and I bump into patients who want to stop and talk.” Bobanovic was an associate in a dental practice for 13 years, before deciding five years ago it was time to start her own office. The business has been growing ever since. “As the city grows, we have too. We saw a lot of growth early on, and we expanded from three rooms to five rooms, and so our complement of staff for our dental team has grown too,” she said. “And we have an amazing team, the success and growth is thanks to them.” Bobanovic says the group at Dentistry at the Heights is like a family. “We really work so well together, we respect each other, and we are all focused on a common goal: providing the best dental care to our patients,” she said. The practice has patients of all ages, including children. “I love treating kids because I really enjoy establishing a good relationship with kids early on – a lot of the anxiety that people have about getting dental work stems from a bad experience as a child, so there’s nothing more rewarding than helping kids create a positive experience because it’s really the foundation for the future.”
PHOTO: Dr. Senia Bobanovic, owner - Dentistry at the Heights
Her priority, she says, regardless of age, is to ensure that her patients are receiving the best care but also that they feel comfortable and well educated on the services being provided. “If someone is uncertain or nervous, we take things as slow as we need to – it’s really important to me that we offer that personalized care, finding out what will work for each patient,” she said. “We offer the full range of services,” she said. “My goal is that when they leave here they feel they had a really good experience, that it was painless, that their concerns were listened to, that the team explained things well.” She says that education is vital, and that the team makes every effort to ensure that patients understand the procedures and options, and are knowledgeable about preventative care. “Patient education is really a huge component of what we do. We want each patient to know as much as they can about the process and the treatments,” she said. Bobanovic adds that, for her youngest patients, the most rewarding thing to hear is that they want to come back. “When a kid says ‘mom, when do I come again,’ that’s just great,” she said with a laugh. “You know you’ve got them excited about dental care and that the experience was just positive all around.” Bobanovic says she hopes to see more patients in the coming years as word spreads about the service and atmosphere at Dentistry in the Heights. “We are an office that is committed to meeting our patients’ needs and keeping them as comfortable as possible,” she said. “We say it’s ‘dentistry that will make your family smile’ and we really want people to be happy with their choice in dentist.”
“We are an office that is committed to meeting our patients’ needs and keeping them as
comfortable as possible. We really want people to be happy with their choice in dentist.”
Dr. Senia Bobanovic Dentistry at the Heights 4351 Hastings St. Burnaby, BC 604-299-1099 www.heightsdentistry.ca
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Cobbett & Cotton Lawyers
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uccess in the law field requires an incredible depth of legal knowledge, a penchant for problem solving and the ability to keep calm in the face of challenges. But ultimately, the most critical factor of all is perhaps the simplest: care, consideration and service to each and every client. “We’re very, very service oriented,” said Randall Cobbett, who took over the firm nearly 25 years ago from the original principal, Bill Cotton. “It might not sound that catchy but it’s true: we’re here for our clients, when they need us, and to help them through every step of the process.” From a practical perspective, that means office hours in the evening and weekends, and ensuring that potentially confusing legal jargon is explained in simple language. But it also means treating every client as an individual, and being approachable and personal. “Sometimes people are here because of an estate or a separation, and that can be a very hard time. It’s important for us to be caring, compassionate, and to help in any way that we are able while going through the legal steps with them.” The firm supplies a variety of legal services from real estate transactions to corporate law, but a large focus is on family matters such as wills and estates – both contested and uncontested – and family law. “We’re here to help clients and their families,” he said. “Having a will is something that helps your family and can make things much simpler when someone passes away. It’s important to have, particularly when something happens unexpectedly.” The same holds true in dealing with estates. “That can be a very confusing time – we help them through each step, be it property transfers or financial issues. It does require a caring and sympathetic approach,” said Cobbett. Fellow lawyer John
Hamilton, who often works with contested wills and estates, agrees. “The law is always evolving in this area and it’s rewarding to use the experience I have gained helping past clients to help my present clients through a difficult time,” he said. “My role is to make sure my client is treated fairly.” Hamilton notes that B.C. law has the provision for a child or spouse to contest a will that does not make adequate provisions for them. Though most estates are uncontested, there may be concern about an older individual having been pressured to make changes to a will, or that illness or dementia has affected the process. “I often sense reluctance and even fear or shame about the entire process,” he said. “But it’s very rewarding to me to have clients express appreciation for getting them through it all.” That same client-focused approach holds true in the firm’s family law arm as well. Lawyer Jean-Luc Forest says his goal isn’t simply to help sort out legal issues such as custody arrangements or divorce proceedings, but to help clients through a difficult time and help them move forward. That often means finding solutions with the least amount of conflict. “I’m interested in problem solving. When it comes to challenges faced by families, I like informing of them of options and forums that exist outside of court: mediation and collaborative law,” he said. “These processes require both parties to be willing to engage with good faith and can be far more constructive and cost effective.” For Forest, helping clients both legally and personally is simply part of the job he’s so passionate about. “Excellence means being able to assist clients with their legal problems in a way that gives them peace of mind and in a manner that helps them meet their personal goals.”
PHOTO: From left to right: Jean-Luc J. Forest, Randall E. Cobbett and John P. Hamilton
“Excellence means being able to assist clients with their legal problems in a way that gives them peace of mind and in a manner that helps them meet their personal goals.”
Cobbett & Cotton Lawyers #300-410 Carleton Ave. Burnaby, BC 604-299-6251 www.cobbett-cotton.com
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FitFirst Footwear
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itFirst Footwear may be a relatively new operation – but it comes with three decades of experience in specialty sports retailing. Co-owned by Brett Davidson, Phil Moore and Moore’s son Evan, FitFirst grew out of the success of the well-known LadySport location on West 4th Avenue in Vancouver, which has built a phenomenal reputation over the last 31 years by offering cutting edge gear and a warm personal approach to customer service. “Having the opportunity to come to the Fortius Sport & Health facility, and expand on what we built at LadySport has been great,” notes Evan Moore. “We cater to men, women, youth, and kids with shoes, clothing and accessories in all sizes. Some customers find out about us from our run clinics, some through word-of-mouth, often they come to us after a recommendation from their podiatrist, physiotherapist, doctor or personal trainer.” Moore says they pride themselves on personal service and specialized customer support. With an owner operated dedication to customer service and through years of experience, they separate themselves from the rest. “We have every kind of customer – and being able to get them into exactly what they need is very rewarding,” he said. “That might be someone training for their first 10K, a lifelong walker, or someone who plays one specific sport and needs the right gear to give them that competitive advantage. As well we deal with seniors suffering with arthritis who want to stay active, or even individuals rehabbing from an injury. Sometimes it’s just a little kid who wants the coolest, brightest colored runner for school. They come from all across the spectrum and we try to help each of them with their specific needs.” And it’s not enough to simply find the right product for each person – provid-
PHOTO: Evan Moore, co-owner - Fit First Footwear
ing education to their customers is a high priority, be it through one-on-one consultation while shopping, or in a specialty evening event like their recent wine and cheese sports bra night. Their professional lecture series for local medical experts has become well known across the Lower Mainland. The approach has paid off: since opening a little more than a year ago, FitFirst Footwear has seen a boom in customers from here in Burnaby and further afield. “Being in this city and this location is just wonderful,” he said. “As people who live in Burnaby and New Westminster ourselves, it’s fantastic to know we’re creating something special in our own backyard. Fortius is an amazing facility, and it just keeps growing. And from a location perspective, we’re right off the highway. When we have customers getting recommendations from their physiotherapists or doctors, they can get here easily be it from the Fraser Valley, North Vancouver, or almost anywhere.” It’s an ideal retail fit for the Fortius Sport & Health facility, which is an athlete development centre with a variety of sport and health related services on site. In fact, FitFirst Footwear opened its doors there thanks to the encouragement of Dr. Jack Taunton and the leadership team at Fortius. “We built a reputation at LadySport such that the team at Fortius said ‘We want you here’ and they approached us about opening a store for men and women,” said Moore. “It’s great to be in a facility like this in terms of the services they offer. This isn’t a place just for the elite athlete, it’s for the general public. It’s very rewarding to work with customers of all ages and abilities – we know we can make a big difference in their lives. That’s our focus: making sure that each person is confident with the gear they purchase so they can stay healthy and active.”
“It’s very rewarding to work with customers of all ages and abilities. That’s our
focus: making sure that
each person is confident with the gear they purchase so they can
stay healthy and active.”
FitFirst Footwear Fortius Sport & Health 3717 Kensington Ave. Burnaby, BC 604-299-8851 www.fitfirst.ca
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South Burnaby Veterinary Hospital
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or Dr. Carolyn Buxton, there are three important relationships that are fostered in her veterinary clinic: first, with the animals who come for treatment and care; second, with the people who bring them in; and third, the staff that she works alongside day after day. “That’s the most rewarding part of this work – the relationships that we develop with the clients over many years, and the relationships we develop with their pets,” she said. “For some clients, that may be several pets over the years, and you feel like you’re really a part of the family. And then to have this close family of staff to do that work with, it’s so valuable.” In 1997, Buxton took over the South Burnaby Veterinary Hospital – which had been in operation since 1987 – located on Kingsway. Several years later, when the business had outgrown the space, they relocated to Edmonds Street, and renovated a large warehouse to custom suit their needs. “My vision was always to create a hospital that didn’t feel like a hospital – this is like a warm, personal space. It feels like a family home, and we take great care not to make it look and feel clinical,” she said. The environment, she says, goes a long way in making both people and pets feel comfortable. “Immediately, when you have that warmth in the space, you’re going to reduce the stress for visitors – it can be tough for animals and people when it’s time to come for a visit, and we really wanted to make it comfortable and inviting,” she said. “At the same time, it all comes down to the level of care – we strive to be at the leading edge, be it education or the lab equipment that we invest in. We’re the only vet clinic in Burnaby that has surgical laser equipment.” That personal approach, along with topnotch medical care, has helped Buxton
PHOTO: Dr. Carolyn Buxton - South Burnaby Veterinary Hospital
and her associates at the hospital earn an impressive reputation in the community – the clinic has been named the Best in Burnaby in the Burnaby NOW Reader’s Choice poll 14 years in all. “We really care about the animals we treat, but we also want our clients to feel valued as well. We book longer appointment times than most clinics, so we can take the time to really listen to our clients’ concerns, do a very thorough examination of their pet, and come up with a personalized medical treatment plan.” Part of attaining that goal is the right staff, which Buxton says the clinic has in spades. “The staff here are completely passionate about what they’re doing, they’re fantastic. We’re a close-knit group, and some of our staff have been here 10 and even 20 years,” she said. “This is the kind of job where you’re working as a team, all day long. Almost every single thing we do, you do with another person, so you have to work well together and have that great connection.” That team atmosphere extends beyond the clinic’s walls. Buxton and her staff have taken part in charitable work each year, both here at home and internationally. For example, they closed the clinic for a day this summer and then donated the time and equipment to perform 30 surgeries for an orphan cat organization in Vancouver. As well, every six months she and a handful of staff travel to Mexico to take part in veterinary work there. Buxton notes that they refer to their clinic as “state-of-the-heart” care. “That really sums it up for us – it’s quality care, leading technology, done in a loving and compassionate style,” she said. “That says it all.”
“The staff here are completely passionate about what they’re doing. This is the kind of job where you’re working as a team, all
day long … so you have to work well together and have that great connection.”
South Burnaby Veterinary Hospital 7665 Edmonds Street Burnaby, BC 604-526-0334 www.southburnabyvet.com
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Highland Park, Bogner Development Group Ltd.
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home is different things to different people – a haven from the world, a place to raise a family, an open door for families and friends to enjoy special occasions. Ultimately, a home is an extension of the people who live there. That’s something that Leon Bogner has never forgotten. Leon Bogner, the founder of Bogner Development Group, began his career in property development in 1970 with upscale single-family homes. His work quickly became known for combining outstanding quality with unique designs – always with the homeowner in mind. Over the years, the company expanded into multi-family projects, many of which were key developments that helped propel newfound desirability in neighbourhoods around the region. “We were the first to go into Yaletown and take old warehouses and convert them into high-end lofts, creating these really interesting spaces that homeowners were excited to see there,” he said. “Then we went into the South Main area – we created something very unique there, and it was very successful. That area has seen a real growth since then, drawing new residents for the lifestyle and the community that has developed there.” It’s a model that has continued to guide the team over the years as they’ve developed more than 2,500 homes throughout Metro Vancouver and in Alberta. “That’s really a focus for us: let’s try to do something a little bit different, a little bit better, create something new that people want to be part of,” he said. The approach has proven successful once again in their most recent development in Burnaby. Highland Park in Metrotown offers three- and four-bedroom townhomes with open layout living spaces, main floor powder rooms and spacious gourmet kitchens,
in an area close to both green spaces and the urban core of Metrotown. “We took a look at this area and said what can we do differently, what are people looking for – one of those things was street level driveways and garages for each unit. We’re the only ground-oriented project there. Then we make sure that the size is right – in this case, up to 1,780 square feet. And finally, quality – always it comes back to great quality,” he said. With those ideas in mind, he says, the architect for the project created a “glorious design.” “That’s always wonderful, when someone can take your plans and bring it to another level,” he said. “It’s just a fantastic project, and I think we’re setting a trend in that area by doing something new in this way.” The company’s reputation has continued to grow over the years, and Bogner says his passion for the work has never waned. “This is a wonderful business to be in. I enjoy the creativity, the people. Giving people homes that they’re excited about,” he said. “It doesn’t feel like work.” A critical component of the company’s success, says Bogner, is the team that he works with. “They’re phenomenal people, we’ve been working together for more than 25 years,” he said. That team includes CFO Wolfgang Wittenburg, vice president CAO Twylia Kuss, and manager of construction operations Larry Schneider. “That’s a rare thing, to have a team like that working side by side for so many years. This team is so committed to the goals of innovation and quality and respect for our customers,” he said. “It’s an incredibly dedicated team. I’m so grateful for their passion and hard work.”
PHOTO: Leon Bogner, the founder of Bogner Development Group Ltd.
“This team is so committed to the
goals of innovation and quality and respect for our customers. It’s an incredibly dedicated team. I’m so grateful for their passion and hard work.”
Highland Park Presentation Centre and Showhomes 6088 Beresford St. Burnaby, BC 604-433-1904 www.liveathighlandpark.ca
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Olive Branch Horticulture Services
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scenic drive through one of the country’s most beautiful neighbourhoods turned out to be a lot more than just a nice way to spend an afternoon for Ann Lawless. It was the spark that led her to a profession she fell in love with, and ultimately to a successful business of her own. “I had come out here from Ontario to visit my sister, who was going to SFU at the time,” she recalls. “And we were going on the bus to Horseshoe Bay through West Vancouver. I was looking out the windows at all of this beautiful landscaping in the area, and I had an epiphany: this is what I want to do. And then it just worked out that I ended up living in B.C. and get to do that work here.” Lawless says it’s not surprising that she ended up working with plants. “I grew up on a small farm in eastern Ontario, and I was fascinated with nature. The vegetable garden was one my chores. So I grew up around plants and nature and being part of that.” After returning from that trip to B.C., she decided to attend Niagara College’s School of Horticulture in St. Catherine’s, Ontario, in 1997. From there, it was back to the West Coast, where she continued her training through the B.C Industry Training and Apprenticeship Commission’s Landscape Horticulturalist Program. “I worked with a North Shore landscape construction firm, and learned so much. When it was time for a change after five years, I went on to another company in more of a managerial role – I learned a lot about the business side, meeting with clients and putting together quotes,” she said.
PHOTO: Ann Lawless - Olive Branch Horticulture Services
Before long, she knew her next step was to go out on her own. That was the start of Olive Branch Horticulture Services, which has been in operation for more than a decade now – and her business has grown by leaps and bounds through the years. “It’s almost exclusively word of mouth – a client will tell someone else they know what we did for them, a neighbour or a friend for example, and then we get a call about a new project,” she said. The projects she and her team work on range from brand new construction landscape development, to hardscaping, container gardening, creating garden plans, roof gardens and regular maintenance. Though based in Burnaby, she serves clients from Coquitlam to West Vancouver. “There’s no such thing as a project that is too small – we do projects that might take one person a single day to complete, up to projects that are several months for a crew of six or seven, and everything in between,” she said. “It might be a corner of someone’s yard that they want to do something new with or a total overhaul of a property, and we can come in with some ideas and help make that happen.” Lawless says she loves the work she does and hopes to see the business continue to expand. “There’s so much variety, every day is different,” she said. “Some days my hands are right there in the dirt, and the next day I might be working up garden plans, or visiting a client site and doing quotes. I hope we just keep growing.” “I pride myself on attention to detail, that everything is done correctly – I want the customer to be completely happy with the work, every time.”
“I pride myself on attention to detail, that everything is done correctly – I want the customer to be completely happy with the work, every time.”
Olive Branch Horticulture Services Burnaby, BC 604-787-5973 www.olivebranchhorticulture.ca
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Paladin Security
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y the numbers, Paladin Security is the sort of success story that business dreams are made of. Paladin CEO Ashley Cooper oversees a team that has grown from a crew of just four in the late 1980s to more than 7,000 people throughout Canada today. During the same period, sales expanded from just a single contract to more than $200 million annually. And both the company and Cooper himself have been recognized time and time again for business excellence, entrepreneurship, and award-winning management. That’s all good news for Cooper, but the long-time head of Paladin says it all comes down to two key ingredients: people and product. “Growth is a wonderful thing, but much more important to us is quality – always. We focus on innovating, on leading the way with technology and on providing an unparalleled level of service to our customers,” he said. “To do that, we make sure we’re taking care of our team, on every level. That means recruiting the right kind of people into the company, providing industry leading education and training, and having an atmosphere where people can thrive.” Among the many feathers in its corporate cap, Paladin has been awarded Canada’s Best Managed Company and Most Admired Corporate Culture – both prestigious honours for Canadian businesses. “We’ve got a lot of people who are really passionate about what they do, and they are engaged, empowered and having fun,” he said. “That’s the kind of team you want to have, and the kind of team you need to be able to give the customer your best.” Giving the best, he says, means providing a product, service and approach unmatched by other security firms anywhere in the country. “We thrive on solving a wide array of
PHOTOS BY: Robert Kwong
security challenges,” he says. “We offer an incredible spectrum of services including security officers, mobile patrols, investigations, alarm systems, access card systems, security camera technology, monitoring services, and consulting services in emergency preparedness, business continuity, risk assessments, security reviews, and occupational health and safety.” Cooper notes that as technology has changed rapidly over the last decade, they’ve stayed at the leading edge of those developments. “We’re always looking ahead, innovating and finding new ways to approach our customers’ needs,” he said. But even the most ground-breaking technology is useless without the right manpower behind it. “We really focus on that very first step: who we are hiring. We take time to make sure we’re bringing on a high-calibre of staff – people who have a strong sense of empathy, of helping customers and supporting fellow employees,” he said. “And then our training is extensive, and we make sure that all our people have the tools they need in the field to be supported in doing their job for our customers.” The results speak for themselves: they’ve expanded into six provinces, coast to coast, with offices in major cities across the country. That’s a long way from a single contract and less than a half dozen staff. “We are a large business now, but we still have that family feel,” said Cooper. “We still focus on our people the same way we always have – and that allows us to look after our customers the way we want to. I’m very proud of where we are: we’re an incredibly capable company when it comes to what we can offer. We’ve become a world-class organization, and our head office is located right here in Burnaby.”
“Growth is a wonderful thing but much more important to us is quality – always.
We focus on innovating,
on leading the way with
technology and on providing an unparalleled level of service to our customers.”
Paladin Security 201-3001 Wayburne Drive Burnaby, BC 604-677-8700 www.paladinsecurity.com
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Christina Myers
Christina Myers has spent the last decade as an award-winning staff reporter at community newspapers in metro Vancouver, covering beats as diverse as politics, health and education. She has a degree in psychology from the University of B.C. and a degree in journalism from Thompson Rivers University; at the latter, she was awarded the medal of journalism as the top graduating student to the program. She now works as a freelance writer and editor, a full-time parent, an intermittent blogger, and hopes to fit in a novel or two at some point in the not too distant future. She lives in North Surrey with her husband and two young children, along with an assortment of antiques and overstuffed bookshelves in the oldest and arguably cutest house on her street.
Lisa King and Kevin Hill Lisa King and Kevin Hill have been professional photographers since 2006. Between them, their work has appeared in magazines and newspapers throughout B.C. and beyond, including 24 Hours Vancouver, Macleans, Pacific Yachting, Hamilton Spectator and Glacier Media – to name just a few. Though primarily editorial photographers, the pair have also worked in commercial and product photography, events and weddings. King and Hill met in photojournalism school at Loyalist College and now live in White Rock, an ideal home base for the professional pursuits that take them around the region. Their busy schedule keeps them behind the lens most of the time, but when time allows, King enjoys team sports while Hill might head out for outdoor adventures like skiing or backpacking.
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BURNABY PROFILES OF
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2014 Edition