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4 EDITORIAL
Events deliver bang for the marketing buck if they get enough support.
The shy guy from Ingersoll will soon take the reins of a national industry association.
20
6
INDUSTRY NEWS
Yet another C&T location... United buys Cummins generator...Marion leading Canada for Atlas Copco...
10 A LONG WINTER’S NAP
Nestle your EFI engines snug in their beds for best performance next spring.
Get more out of your most precious commodity – data –with these tools.
Last stop on the CRA line. It’s been a great ride. by Hank McInnis 30 SAFETY FIRST AND LAST
Some tips to making great safety presentations. by Jeff Thorne
A game of failure
Like golf, marketing is about tolerating a low rate of success.
Saw a familiar complaint on social media today from a small business owner asking for ideas on how to meet prospective clients. They mentioned that everyone advises them to attend public gatherings where their clients might be, but that these gatherings were often “not worth it.” Not knowing what business the person is in, I can’t address the quality of the gatherings they attend, but this comment is common enough across every industry I’ve been involved with to merit a general response.
Just about every lead-generation activity is a matter of 90 per cent failure to get the 10 per cent return. Mom never said it was going to be easy. So when I hear that approach X is not worth it, my first reaction is to always ask what the expectations were and to ask if they were realistic. I don’t think there’s any substitute for getting out in public at any event where your clients might be congregating. Think of it in terms of conversations and calculate how much time and money you’d spend to have the equivalent number of conversations by approaching clients individually. Usually, even two or three conversations justifies the investment to attend an event. There is still absolutely no substitute for face-toface interaction with customers in terms of creating an impression and connection that lasts. It literally activates different parts of the brain than simply reading or hearing about a company does.
ON THE WEB:
New education sessions added for the Rental Mart
Online registration is now open for two valuable free training sessions at the Canadian Rental Mart, March 6 and 7 at the International Centre in Mississauga. Safe operation of booms and scissors will be taught by an expert from Genie, and Contractors Rental Supply will train your staff to be a safety officer in compliance with Ontario regulations. Register today at canadianrentalmart.com.
Products, products, products
There’s only one place on the internet to find a wide array of rental-ready equipment guaranteed to be available in the Canadian market. Check out our conveniently organized listings at canadianrentalservice.com.
by Patrick Flannery
Here’s an example of what I’m talking about. My wife and I were at the Western Fair here in London, Ont., recently, wandering through the attached home show while my daughter and her friends made themselves sick on rides. I stopped at a booth and spoke to a guy selling incredibly expensive gutter systems that keep leaves out. We have a two-storey house, many mature maple trees and I’m afraid of heights, so finding a way to not have to clean out our gutters would be welcome. We had a nice chat and I even made an appointment to get a quote. If I ever win the lottery, they’ll be the first call I make. But here’s the thing: I have looked at similar gutter systems in hardware stores, but would never be able to tell you what they cost or what the brand was because I didn’t talk to a human being about it. My buddy at the fair is burned into my brain. If I went back to find off-the-shelf gutters, I’d basically start all over and end up buying the cheapest thing.
The gutter guy didn’t get any business out of me. But would he be correct to feel that he’d come away from the fair with nothing to show for it? I don’t think so. And neither should you when your lead generation activities only generate good conversations and a handshake in the short term.
Asking how to meet clients is really part of a larger question of how to raise your business’ profile in your target market. I’ll point out that very few rental stores make good use of the various media out there. Most editors and producers are gasping for content, and you can get free publicity in local magazines, on radio and TV and in digital channels by providing expert advice and education without a promotional bias. You don’t have to be Hemmingway or De Niro – editors will help clean up the copy and producers can edit video and audio to show you in your best light. These efforts create the impression in the market that you are an expert resource customers should turn to when they have questions.
And I believe it was Warren Buffet who said, “Early to bed, early to rise, advertise, advertise, advertise.” After all, it is a lot easier to meet clients when they walk into your store. CRS
DEPARTED AFTER 50 YEARS IN BUSINESS
Dean Adams, owner of Adams Brothers Construction and Ace Rentals in Parry Sound, Ont., passed away Sept. 16. He was 66. The official obituary follows: It is with heavy hearts that the family of Dean Ronald Adams (founder of Adams Brothers Construction) announce his sudden passing, at the West Parry Sound Health Centre on Sept. 16, aged 66 years. Loving son of the late Gordon and Gladys Adams. He will be greatly missed by his wife Debbie (Hall), and by his two sons: Gordon and his wife Brittany and David and his wife Catherine. Dear brother of Mark. Dean will also be missed by his two beautiful and cherished grandsons: Cole and Oliver. The family would like to extend a sincere thank you for the support and loyalty that has been shown to Dean in his 50 years of business.
David and Gordon will continue to run the company as they have been during Dean’s illness.
AHERN LAUNCHES EDMONTON LIFT DISTRIBUTION CENTRE
Ahern Canada, part of the Ahern International division, celebrated its official launch on Oct. 19 with a grand opening ceremony at its new facility in Edmonton. Owned by Don Ahern, Ahern Canada is the fifth regional distribution outlet to open following in the footsteps of Ahern Australia, Ahern Japan, Ahern Deutschland and Ahern Chile. All Ahern International businesses are focused on the sale and service of Snorkel aerial lifts and Xtreme Manufacturing telehandlers. Ahern Canada is located at a facility in West Edmonton, strategically located to be able to support the equipment requirements of rental companies and contractors across the country, as well as the resource and energy sectors.
The 9,000-square-foot facility houses a large showroom, offices, a spare parts warehouse and a workshop for equipment servicing and repairs. The Edmonton branch will hold a significant stock of both Snorkel and Xtreme spare parts to support equipment in the field, as well as an inventory of new Snorkel lifts and Xtreme Manufacturing telehandlers, ready to fulfill immediate customer requirements. Ahern Canada also has a field sales team covering eastern and western Canada, offering both on-site and field service and repair capabilities.
Rhett Nickerson, western regional sales manager for Ahern Canada, said, “The official launch of Ahern Canada is an important step for Xtreme Manufacturing and Snorkel in this region. Our customers in this market are very excited to have a ‘bricks and mortar’ facility that will be fully stocked with spare parts and new equipment inventory, backed by a local team with significant industry experience.”
Matthew Elvin, CEO of Ahern International said, “Canada is a very important market for Xtreme and Snorkel, where we already have many valued customers. The investment in Ahern Canada reinforces our commitment to this region and will help us to deliver improved customer service and easier access to spare parts and new equipment, which we will be stocking at the Edmonton branch. We are very excited about this location, and we are looking forward to serving the Canadian market.”
The well-attended grand opening event included a traditional ribboncutting ceremony, as well as facility tours, product demonstrations and a celebration party.
GRAND OPENING MARKS C&T’S 30TH ANNIVERSARY
C&T Rentals and Sales has announced the celebration of its 30th anniversary with the grand opening of its fourth Winnipeg location. Incorporated in Winnipeg in 1987, C&T has grown to become Manitoba’s largest independently owned rental company. The celebration took place on Sept. 21 at 52 South Landing Drive, Oak Bluff, Man. Guests enjoyed cocktails and dinner. There are now four locations for C&T Rentals & Sales in Winnipeg. The 10,000-square-foot facility at 116 Wheatfield Road is the head office in CentrePort, while the Scurfield Boulevard location has been re-modeled and re-opened as the new event rental division. Rounding things out are the Dugald Road location and the newest office on South Landing Drive that opened in March 2017.
“Grand openings and anniversary celebrations are a lot of work but the pay-back is worth it,” C&T president, Ed Dwyer, commented. “Rental companies need to use these events to really get to know their customers, employees, suppliers and stakeholders.”
INDUSTRY NEWS
WESTERNONE MAKES ITS OWN WAY
WesternOne Infrastructure Services has created Wedge, an appenabled remote monitoring service for construction and industrial worksites. Project managers, site superintendents and owners of construction projects have always been challenged to stay informed and in control of worksites due to changing conditions that affect scheduling and quality workmanship. For example, environmental factors such as temperature and humidity influence the curing of concrete and other materials. At the same time, fuel and power supply can fluctuate, having an impact on work. Knowing measurements for these inputs around a worksite can be vital to a large-scale operation. These challenges have long been recognized by WesternOne as it provides specialized heat services and equipment for worksites. In the past year, the innovative team at WesternOne took matters into its own hands. Inspired by the kind of technology being used in smart home solutions, they developed a system of ultra-tough sensors and communication devices that connect into a user-friendly dashboard. The result is Wedge, WesternOne’s proprietary remote monitoring and notification service. With the release of Wedge, project managers, site superintendents and owners can stay on top of worksite inputs and environmental factors with any device connected to the Internet. This means peace of mind, scheduling efficiency and transparency with trades and vendors. Not only can project managers see real-time and historical data with user-friendly visuals, they also get instant alerts via SMS text message when custom thresholds are reached.
“This solution enhances our offering for complex construction sites,” says Geoff Shorten, president and COO of WesternOne Infrastructure Services. “We are providing a way for project managers and owners to gain control, improve transparency and enhance quality.”
Wedge was proven at five large construction sites last heat season and the team has ramped up production in preparation of a full-scale rollout this year. “The Wedge system all but eliminates the need for expensive callouts on overtime to check tarps and heaters during nights and weekends,” says Garth Babcock, site superintendent of APG Construction. “Wedge is an invaluable tool for monitoring curing temperatures for concrete.” Wedge is now available for job sites across North America, serviced by WesternOne’s locations in Western Canada.
OWNERSHIP CHANGE AT L.B. WHITE
Heater manufacturer L. B. White has announced that the ownership interests of Jeff Diermeier and Rick Diermeier have been acquired by Mason Wells of Milwaukee, Wis. Kevin Gagermeier continues as an owner of the business and replaced Rick Diermeier as president and CEO when Diermeier retired in mid-October. Following the transition of duties to Gagermeier, Rick Diermeier will continue to serve as a member of the board of directors. All other employees will remain with the business. Gagermeier is and has served as CFO since 2007 and co-owner since 2010. L. B. White was established in 1952 by Lyall White. In 1992, the business was purchased by Tony Wilson from Warren Quinlisk. Jeff Diermeier, Rick Diermeier and Kevin Gagermeier acquired the business in December, 2010.
WINDSOR WELCOMES CRA ONTARIO
The Ontario Canadian Rental Association made a rare stop in Windsor, Ont., on Oct. 18 to enjoy the hospitality of the Windsor Yacht Club on beautiful Riverside Drive overlooking a spectacular sunset on the Detroit River. About 30 members enjoyed a delicious buffet of salmon and roast beef with mushroom sauce, then listened to Matt Mitchell, an enforcement officer from the Ontario Ministry of Transportation, explain regulations for CVOR-licensed and other commercial vehicles. Mitchell’s humour and straighttalking style was refreshing coming from a Ministry officer. He didn’t hesitate to explain which infractions were of more interest to MTO officers and which he’s “not looking for.” He was peppered with questions throughout the presentation and handled some grumbling about drivers’ treatment at the hands of the MTO with grace. It doesn’t seem to matter how many times the weight calculations for commercial vehicles are explained, confusion persists. When something is a trailer and when it is a “device” with wheels for towing is another grey area. Mitchell did a good job to make it as clear as possible. He also explained that distracted driving is far and away the top priority of the MTO right now and that any driver touching a phone while on the road risks a $490 fine, with penalties expected to increase to $1,000 and possible impounding of the vehicle in the new year. Incoming CRA president Mike Maltby updated members on some new benefits in the works, including access to legal assistance. Ontario CRA president Colin Wilson presented Matt Rahn of SkyJack with his Ontario Supplier of the Year award. Kim Rixon thanked the Windsor-area hosts, including Riverside Rentals, Economy Rental Centre and Festival Tent and Party Rentals.
UNITED BUYS CUMMINS PORTABLE POWER
United Rentals has acquired the power equipment assets, primarily mobile rental generator sets, from Cummins. The company has started serving the needs of former Cummins rental customers and made its newly acquired rental equipment available immediately. The acquisition involves the Cummins mobile rental generator fleet, which ranges from 150 kilowatts to two megawatts in output. To maintain customer and fleet continuity, a small number of Cummins employees in the U.S. and Canada have joined United Rentals. Cummins will continue to manufacture, service and support new power generation equipment for rental markets.
Paul McDonnell, United Rentals senior vice-president of sales and specialty operations, said, “We’re continuing to realize strong demand for power solutions across North America. This strategic expansion of our fleet ensures greater availability and a larger customer service organization. I want to personally welcome our new employees and customers to United Rentals. I also want to thank Cummins for working closely with our team to accomplish a seamless transition.”
“We believe this move will benefit our customers and both companies,” said Tony Satterthwaite, Cummins distribution business president. “Customers will have access to United Rentals’ extensive rental fleet and Cummins will place a greater degree of focus on delivering the highest quality products and support to our customer base. Cummins wants to continue improving the experience for our customers because we understand that when they succeed, we succeed.”
United Rentals Power & HVAC provides power and HVAC products and solutions across North America through 58 strategic locations. The company provides custom and turnkey solutions for commercial, industrial and government customers, with one of the best safety records in the industry.
MARION TAKES OVER CANADA
Atlas Copco Construction Equipment North America has appointed Mike Marion vice-president for its Canada region. Marion will lead Canadian sales and marketing efforts for products in the newly named Atlas Copco Power Technique business area. He brings to his new role more than 20 years of industry experience, including six years in leadership positions with Atlas Copco Construction Equipment Canada. Marion joined Atlas Copco Construction Equipment Canada in 2011 as product and business development manager for air compressors and generators and was promoted to national business development manager for power generation in 2014. For the past two years, Marion served as vice-president and business line manager for the construction tools division. He has deep expertise in the core products of the Atlas Copco Power Technique business area, formerly known as the Construction Technique business area. These on-site air, power and flow solutions include: portable compressors, generators, light towers and pumps, along with handheld pneumatic, electric and hydraulic construction tools and compaction and concrete products. Bilingual and fluent in English and French, Marion is based in Mississauga, Ont. Before coming to Atlas Copco, the licensed heavy equipment mechanic worked in product management, sales and service roles for Volvo Construction Equipment in Canada.
“With more than 20 years of diverse industry experience, Mike is an ideal fit to serve customers and drive growth across Canada,” said Scott Carnell, president of Atlas Copco Construction Equipment North America. “He will continue to be a vital asset to our North American team.”
COMING EVENTS
Jan. 9 - 11
Landscape Ontario Congress Toronto, Ont. locongress.com
Jan. 19
BC Regional Trade Show Surrey, B.C. crarental.org
Jan. 23 - 26
World of Concete Las Vegas, Nev. worldofconcrete.com
Feb. 10
Atlantic Regional Trade Show Moncton, N.B. crarental.org
Feb. 18
The Rental Show
New Orleans, La. therentalshow.com
March 6-7
Canadian Rental Mart Mississauga, Ont. canadianrentalmart.com
March 6 - 8
World of Asphalt Houston, Texas worldofasphalt.com
March 10
Prairie Regional Trade Show Edmonton, Alta. crarental.org
March 26 - 28
Quebexpo Drummondville, Que. crarental.org
For daily news updates, search canadianrentalservice.com
A LONG WINTER’S NAP
Avoid costly repairs by preparing EFI engines properly.
Winterizing carbureted engines is a quick and simple process done year after year to avoid the nuisance of a gummed up carburetor in the spring.
by TOM BILLIGEN, customer education training manager, Briggs and Stratton
LEFT: Using a fuel stabilizer prevents corrosion and thickening of fuel in equipment that sits through the winter. But follow the label – more is not necessarily better.
RIGHT: An EFI engine’s high-pressure fuel pump is located within the fuel pump module and is submersed in fuel during storage. That makes it susceptible to damage from untreated fuel.
However, as electronic fuel injection gains traction in a number of market segments including commercial turf and construction, each year more equipment owners find themselves winterizing EFI engines for the first time. While the process is similar, understanding the importance of this annual routine can help owners better realize the reliability, performance and fuel savings possible with EFI.
STALE FUEL RESISTANCE
Comparing apples to apples – similar horsepower models from the same engine family – EFI and carbureted engines typically use the same fuel, oil and air filters. While it’s important to keep up with the service intervals for these, the most important item to address ahead of seasonal storage is the fuel system. Engines with EFI are actually less susceptible to stale fuel damage compared to carbureted engines because the
fuel has significantly less exposure to air while the equipment sits in storage. Not only are EFI engines less susceptible to fuel degradation, they are also more capable of burning degraded gasoline. By atomizing fuel through a high-pressure injector, EFI systems create an air-fuel mixture much closer to a vapour state compared to the mixture created by a carburetor. This increases the likelihood that low-volatility fuel will ignite. As a general rule, however, both EFI and carbureted engines should be treated with a fuel stabilizer if the equipment will sit for 30 days or longer. Doing so prevents the fuel from becoming stale and creating a gummy residue or harmful varnish inside the engine.
STABILIZE FOR STORAGE
Since fuel stabilizers are chemically formulated to slow the harmful effects that oxygen and
moisture have on fuel, properly treated fuel can remain useable for as long as three years. Stabilizers work by changing the chemical composition of the fuel to make it resistant to oxidation, corrosion and other forces that degrade fuel and damage the engine.
To accomplish this, stabilizers contain antioxidants, corrosion inhibitors and chemicals that absorb moisture and keep water molecules suspended in the fuel. Without stabilizers, fuel and water
separate, leaving the engine susceptible to corrosion. The antioxidants prevent fuel from gumming by introducing free electrons that slow the process of fuel oxidation, decreasing the potential for residue buildup and clogging that can damage the fuel system.
The old saying “if a little is good, a lot is better” does not apply to fuel stabilizers. Since fuel stabilizers are heavier than gasoline, adding too much will thicken the fuel. For both EFI and carbureted
engines, always be sure to follow the label instructions and choose a product covered by the engine’s warranty.
Additionally, be sure to run the engine for a short period of time after adding a fuel stabilizer to ensure that the treated fuel makes its way through the entire system, contacting all surfaces that encounter it.
IMPORTANCE OF STABILIZERS
While the process of treating an engine with fuel stabilizer is the same whether it has a carburetor or EFI, the consequences of skipping this simple procedure are not.
During storage, the pump module containing the EFI system’s high-pressure pump is submersed in fuel. This module has an air pathway for venting called the EVAP emissions vent port, or evaporative emission control system. When the engine is running, the EVAP prevents fumes from entering the atmosphere. When the engine is off, the system lets these vapours escape and be replaced by outside air, allowing the fuel degradation process to begin. Because the module is not serviceable, if it is ruined it has to be replaced, which could cost about $250.
Injector spray tips, another component specific to EFI engines, remain damp with fuel after the engine is shut off. If given time to oxidize, this fuel can gum up and create a varnish over the tiny holes of the injector tips, altering the spray pattern or plugging them entirely. Similar to the pump module, the injector tips need to be replaced if compromised.
BUILT FOR RENTAL AFTER RENTAL
TOUGH MACHINES TO HANDLE DUST
The PG 280 is a small, powerful grinder that can remove thin-set and other residue from floors efficiently and ergonomically. When paired with the S 26 dust extractor, dust is kept under control without compromising productivity. The S 26 is equipped with two HEPA filters and features Jet Pulse filter cleaning. This duo is built to withstand rental after rental. 800-461-9589
The need to replace these fuel system components contrasts with the comparable components of a carburetor, which can be disassembled and cleaned. However, when properly treated with a fuel stabilizer, both EFI and carbureted engines can sit in storage through the offseason without risk of damage.
FUEL BETTER
One of the most important things to be mindful of as the seasons change is the type of fuel going into the engine. Because refineries gear their products toward the automotive industry, the levels of chemical additives are increased and decreased seasonally to improve volatility in different conditions, making it important to only purchase enough fuel
to last through a season.
Winter blends are the most problematic for outdoor power equipment. These blends are formulated to be more volatile and improve starting and overall fuel combustion in cold weather. This also results in gasoline that has a shorter shelf life because the lighter ends of the blend – the more flammable portion intended to improve cold weather performance – evaporate quickly.
This issue is most prevalent in late fall when many refineries switch to winter blends but equipment owners still operate ZTR mowers for leaf collection and other landscaping machines late into the year. If winter-blend fuel is left untreated, it will quickly become unusable. Even leaving equipment with untreated winter-blend fuel for a couple of weeks while waiting to complete a more comprehensive end-of-season check can be enough time for the fuel to go stale. And, if left until spring, operators can find themselves needing expensive repairs.
Another fuel to be mindful of is ethanol-blended gasoline because ethanol attracts moisture at a higher rate than pure gasoline. This speeds up oxidation, corrosion and gumming of fuel. Avoiding ethanol blends when possible and only using fuel intended for that particular season will greatly decrease the risk of damage.
STORE WISELY
Finally, always store equipment in a cool, dry environment, as fuel degradation occurs at a drastically faster rate as temperatures rise. Whenever possible, avoid storing outdoor power equipment in locations susceptible to dramatic temperature swings. For example, leaving equipment where it’s exposed to direct sunlight during the day and cool temperatures at night will cause the fuel to continually heat and cool, increasing evaporation and condensation within the engine.
While adding fuel stabilizer may be easy enough, understanding the importance of winterizing EFI engines, the consequences of improper preparation and the differences between EFI systems and carburetors can go a long way toward reducing repair costs in the spring and keeping engines running smoothly, season after season. CRS
by LINDSEY McCAFFREY
SMALL-TOWN PRESIDENT
Mike Maltby brings youth and a grassroots view.
He hasn’t been in the rental industry as long as some “old-timers,” but Mike Maltby has had his hands in the Canadian Rental Association for more than a decade. Starting in early 2018, the 35-year-old will take on a one-year term to become the next president of the association.
He’s certainly come a long way from early days, when he was determined not to join his father’s business, Ingersoll Rent-All.
Growing up, Maltby was adamant as a high school student that his part-time job at Ingersoll Rent-All would never turn into a career. But after going out on his own and selling insurance and investments for a couple of years, Maltby had a change of heart.
“When you’re 19 and trying to deal with people’s money…well, that probably wasn’t the smartest choice I could have made,” he says. “After getting some real-world experience doing that I realized, ‘Hey, maybe working for dad isn’t such a bad idea.’ Over time, I kind of developed an appreciation for the rental industry and getting to know the customers and suppliers and employees—and so far, it’s been a great ride.”
Maltby has now been working with his father, Don, full-time since 2000. It wasn’t always an easy road, of course.
“I got lots of on-the-job training and it was a steep learning curve,” he says. “The equipment side of things isn’t my strongest side. I’m definitely more in my element on the business and numbers side of things. And you kind of get thrown to the wolves here; you either adapt or you don’t. But it’s worth it when a customer walks in the door with a problem they think can’t be solved, and you can solve it for them and make them happy.”
A GROWING INVOLVEMENT
Albeit a bit reluctantly, Maltby first joined
the Canadian Rental Association board at the Ontario level about 11 years ago, when he was just 24.
“My dad pushed me into that,” he recalls. “They were looking for someone to stick their hand up and volunteer. I was naive enough to say yes, but I’ve been volunteering ever since.”
And clearly enjoying it. By far the youngest in the group, Maltby has done everything from acting as newsletter editor to website host, to meeting coordinator. In his early days as a volunteer, he also did some trade show planning.
“I just kept saying yes when I was asked to do something,” he says.
He was eventually asked to sit on the national board as Ontario director, representing one of the strongest of the seven regional chapters of the association across Canada. Then, last year, Maltby was invited to sit on the executive committee.
A PRESIDENTIAL FOCUS
Maltby is strongly focused on improving communications between locals, between locals and head office, and between locals and members.
“The association has gone through a lot of changes over the years and the biggest thing I’m trying to do is get all the chapters on the same page so we’re all doing the same thing,” he says. “The team has implemented better CRM [customer relationship management] technology and we’re trying to run board meetings more effectively to make the most of the
short time we have together. We’re also focused on providing better support from head office, and providing support to regulatory and government agencies as we develop more relationships nationally.”
Maltby also wants members to be more aware of the benefits of membership in the Canadian Rental Association. He points to perks like professional driver training, an insurance program and legal aid.
That said, Maltby believes the greatest benefit of membership is all the networking opportunities, particularly as a volunteer.
“Looking at it, from my perspective, as a small-town rental company from a town of 13,000, it’s amazing the contacts you can make through the association,” he says. “You’re sitting on the board with people at much higher operating levels and with so many different experiences, sharing the same room with managers of national corporations and getting their insight. You get to meet the movers and shakers of the industry. It’s really all about the relationships and putting a name and face to people who are personally invested in the industry. It’s definitely helped our business directly.”
PERSONAL AND PROFESSIONAL GROWTH
Maltby agrees he has come a long way since he first joined the association more than a decade ago.
“I wouldn’t say I was necessarily shy before I joined, but I would never have dreamed of getting up at a podium and talking to a whole group of people,” he says. “That seems to be a regular part of my job now.”
Among other public speaking topics, Maltby has led panels on store security, communicated with membership about what’s going on at the board level and passed on information about products
Equipment was never his thing, but as in every other respect, Maltby has been able to grow and learn through his experiences in the rental industry. Now he says solving customers’ problems is one of the most satisfying parts of the job.
PROFILE
and services within the association.
“When you get involved with the Canadian Rental Association and you’re always having to present to other people, you definitely get pulled out of your shell a lot,” he says, adding, “especially during the dreaded Q-and-A period!”
YOUTH IN THE RENTAL INDUSTRY
At age 35, Maltby is younger than most of his peers in the rental industry. He says a lot of the younger folks in the industry are like him, having found their way into it by starting at a young age and working their way up through the ranks.
“They start in the industry as a parttime job while in high school and then you see them moving up from washing skid steers to working the counter, then taking on sales and eventually management,” he says.
However, “People don’t normally think about going into rentals when they’re considering careers growing up,” Maltby adds. “It just doesn’t get a lot of attention from job seekers. The thing is that the rental industry is diverse enough that almost anybody could find something here to do. But it’s all about getting in the door in the first place.”
As such, Maltby has been speaking out more lately about how to attract younger people into the industry and how to recruit and retain members.
Recently, he attended an American Rental Association meeting, where members were brainstorming about how to attract younger people into the association and – more specifically – their shows.
“I was in a room of about 50 people and I was the only one in our Young Professionals Network,” he recalls.
“Everyone was saying ‘How are we going to attract young people?’ and I put up my hand and said “Have you thought of asking them what they want?’”
Maltby explains his reasoning further.
“I think when it comes to the rental industry in the U.S. as well as Canada, the older generation is really looking for leadership from their associations in a top-down, tell-us-what-we-should-be-doing way. However, younger people want to be able to provide their feedback, so
they have a more active role in the way the association is run.”
One observation he has made that differentiates the “older” and “younger” generations is regarding networking.
“Previously, the big draw of association events was just getting into a room and talking to people, getting to know your peers face-to-face,” Maltby says. “But I think the trend in the industry is moving more toward an interest in educational and training opportunities, and career advancement in those areas. With this shift, we need to have more of a focus for an event, more of a reason for them to be there outside of networking. The networking can happen online before and after the event. It’s a new era in the rental industry and the focus is now on wanting to learn something rather than on traditional networking where good conversation is the bulk of the event.”
As president, Maltby plans to improve how the association communicates with its members, not just regarding the chosen media but in how it frames its messaging.
“If we’re going to recruit and retain more people – especially younger members – we need to change how we communicate with them,” he says. “That means getting online more and polling and connecting directly with members through events like webinars. Mainly, it’s about starting with asking the younger people what they want from the association. What I’ve seen is that my generation and the ones coming up next are definitely not shy about telling you straight out what they want. But first, they have to be asked.”
However, “regardless of their age, a business person is a business person is a business person.”
CREATING A LEGACY
So, at age 35, is Maltby the youngest president ever in Canadian Rental Association history?
“I don’t know for sure but my gut feeling is yes, by a long shot,” he says. “We’ve been trying to track down people with really good historical knowledge of the association but at least within the last 25 years, I’ve been the youngest. Hopefully I’ll be joined by others.” CRS
by HANK MCINNIS, CRA PRESIDENT
This is my last article for Canadian Rental Service magazine and I am proud to say I kept the tradition of keeping Patrick up all night wondering if I would make the deadline. I would like to thank Patrick for his patience. [Never lost a wink. - ed.] I would like to thank all the members both regular and associate for making this a wonderful ride. I would also like to thank all the volunteers on committees, local boards, national boards and the executive board –
LAST STOP
you all made this very easy. I would like to send a special thank you to Nathalie and the staff at the CRA offices as well as Tony and the staff at the ARA office – without your guidance and assistance I would not have succeeded in fulfilling many of my goals. The reception given to me at the events I had the pleasure to attend was fabulous. I met many people, learned a lot and most important made some new friends. That is the best thing I can say about my years as part of this association and my involvement as a volunteer: I now have a larger circle of friends, some of who I am sure will be lifelong friends and business partners. If for some reason you cannot volunteer, I suggest you participate in one or more of the many events provided by the CRA or the ARA. You can take in The Rental Show in New Orleans where you can also take in the Canadian Rental Association Hospitality event and the CRA AGM. You could also take in your local trade show where there are bargains to be had and friends to meet. There are also golf tournaments, social events, banquets and meetings just to name a few things. This year you can also take in the Rental Mart, which is hosted by this publication.
I have really enjoyed over the past few years watching the CRA/ARA grow and prosper and am very proud to be able to say I played a part in that. None of it could have happened without the people mentioned above and the board members that came before me. I leave knowing that I am leaving the association in great hands with Mike Maltby at the wheel and a very diverse board made up of men and women, old and young, party, construction, small tool and even specialty rental people. I know these people will keep that train rolling. If you want to be part of this, jump on board – it is a great ride and I know you will be received with open arms. Once again let me say thank you to everyone. Without you this organization would not exist. If we look at our careers as a train, we are all missing some stops. There are benefits and networking opportunities we are not taking advantage of. But most importantly, friends we have not met yet. Although I may have missed some stops, I certainly enjoyed the ride. CRS Hank McInnis is assistant manager at Battlefield Equipment Rental in Dartmouth, N.S. He has been working in the rental industry for 14 years.
Extra heavy-duty frame constructed of 1-1/4” steel tubing. 12 ” Flex Leader helps negotiate bends and traps. Compact machine with open cage design for easy inspection and cleaning. Belt Guard makes maintenance and repair easier. Cleans 3”– 6” diameter lines up to 100 Ft. Runs either 5/8” or 3/4” diameter galvanized aircraft wire inner core cable – The toughest cable in the industry!
Pipeline Inspection Camera
Rugged stainless steel housed 1.68” dia. color camera for inspecting 3”–10” lines. Sapphire lens with 20 LED light ring and high resolution CCD element. Flexible camera spring designed to navigate 3” P-traps. Auto iris adjusts lighting automatically. Industry standard 512HZ sonde. 5.4” LCD monitor with AR film for optimal viewing in sunlight. Video output jack for recording option. 200 Ft. of braided Fiberglass premium 1/2” dia. push rod. Secure-locking reel brake and a heavy-duty screen cover.
• Standard with One-Touch USB recording • On-screen footage counter
• 8”wheelsforeasytransport and maneuverability.
2018 Trade Shows FREE $$$
BC Regional Trade Show: January 19 20
Cloverdale Rodeo & Exhibition, Surrey BC Exhibitors: full booth payment due now
Atlantic Trade Show: February 10
Casino NB, Moncton NB Exhibitors: full booth payment due now
The ARA Rental Show: February 18 21
Ernest N. Morial Convention Centre New Orleans, LA
Prairie Regional Trade Show: March 10
Edmonton Expo Centre, Edmonton AB Exhibitors: full booth payment due now
Quebexpo: March 27-28
Centrexpo Cogeco, Drummondville QC
Exhibitors: full booth payment due now
Do you have family or employees currently in school?
Apply today for scholarships:
• Dorothy Wellnitz Scholarship - US$1,500 Awarded to an applicant associated with a rental operation based in Canada
• Attention CRA Associate Members! ARA Region 10/Doug Mitchell Scholarship - US$1,500 Awarded to an applicant associated with a member based in Canada that is a manufacturer/ supplier
• Graduate and Undergraduate Scholarships available through ARA Foundation
We want to encourage our members to take advantage of this great opportunity! More information and applications are available at ARAfoundation.com/go/SA
The deadline to submit scholarship applications is March 5th, 2018
AT YOUR SERVICE
Turn “Ow” into “Wow!”
by Russ Dantu
Developer’s Tool
Resources for Your Developer Alert offers documentation and resources to help your website developer integrate Alert EasyPro with your website. Maintain control of your own website and keep your own look and feel. The Developer’s Tool Kit includes:
• Complete integration specifications
• Secure access to a test server with demo data
• Basic troubleshooting and programmer level assistance for qualified web site developers
Web Requests
Web Order Notification/Validation
Let your customer begin an order from your website! Alert EasyPro notifies operators when Web Requests have been received. A validation process confirms existing customers, equipment, dates, and other details using drill-down buttons and prompts. Convert to a bid or a reservation without re-entering data.
Is it just me, or does it seem like almost every business out there always preaches about how good their customer service is but, when it comes down to it, it feels like nothing more than lip service?
I’ve been studying customer service for over 20 years now and would say that 90 per cent of businesses I analyze say how good their customer service is but fail miserably when it comes down to actually
delivering it, at least in some areas.
Apart from doing all the basic customer service stuff like answering the phones properly, greeting customers warmly, making eye contact, smiling – OK, we don’t need to go through the list of basics, you get it, or at least I hope you do – we need to go deeper and we do that by eliminating as many pain points our customers have as possible. When we deliver the “Wow,” we eliminate the “Ow!”
the clock, you and your team represent your company. Be professional. Be courteous. Go out of your way to be the best in everything you do.
Customer Portal
Customer Access to Account Information
The Developer’s Tool Kit (DTK) provides the essential tools to allow your web developer to create a Customer Portal seamlessly integrated with your website. Your clients will be able to securely log on and view Alert EasyPro account information such as account balance, open and closed invoices, payment history, and even make a payment on their account.
*MORE* Web Services
Sign and Rent (by Volatile Studios)
Innovative paperless contract management system allows your sales team to collect signatures on any remote device, take photos, and add everything to the ticket automatically. Visit www.signandrent.com for more info.
Credit Card Payments via Web
Your clients can securely remit payment to you, either through Sign & Rent or through the secure Customer Portal, without ever having to pick up the phone to speak with an agent.
But how do we discover our wow? The easiest and best way is to find out what the pain points are that your customers have when dealing with your specific type of business, then fixing those points. Your customers have lowered their standards when it comes to customer service because it’s really hard to find exceptional service. If you are actually doing all the basics well, you will have fairly happy customers. If you take it to the next level, you’ll wow them! Is it difficult? No, it just takes a bit of work.
Here’s eight little steps to help you to up your game. In the end, it’s about treating our customers like gold every time we see them. These points aren’t going to blow you away but if you actually apply them, you’ll be trending in the right direction.
Always be at your best. Whether on the clock or off
Make every business decision with the customer in mind. Too many companies change policies and procedures to make it easier for their team. Before you do that, make sure it is easier for your customer as well. If the change makes life more difficult for the customer, rethink what you are doing. The harder we make things for our customers, the less likely they will continue to work with us.
Watch what your competitors do well. Are they blowing you away with their service? With their wow factor? If so, you’ve got some work to do.
Ask your customers what their pain points are when dealing with people in your type of business and in their world. Maybe you can help solve some of their other problems and really look like a rock star.
Ask your customers what they’d like to see you do more of. Many businesses fail to check in with their customers, but it’s easy to do through a survey or, better yet, face-toface or on the phone. Give them more than they expect. If you say you will deliver on Tuesday, do it on Monday (if that doesn’t create a problem). If you say you will
If you’ve found Russ’ customer service advice helpful, why not send your staff for a half-day workshop with Russ at the Canadian Rental Mart on March 6 and 7? Interactive and professionally delivered, your staff is guaranteed to come away fired up to deliver great service to your customers. Register for this $79 course online at canadianrentalmart.com.
call back the next day, do your best to do so the same day. If you cannot help them, find them someone who can. Referrals to other businesses will come back to you. Most people won’t do this extra little thing because they are afraid
they will lose business. By doing it though, you will actually strengthen your relationship because you went out of your way when there was no money coming your way.
Get your groove on. Do things in a safe manner, for sure, but get things done as quickly as you can to further impress your customers.
Being a business owner is tough. It takes continuous hard work to get to the top and even harder work to stay there. For most of us, it won’t be handed to us on a silver platter. The harder you work, the more rewarding it will be. As a business owner myself, am I happy with where I am at? No! I want more. I want to be more. I want to continue to grow and climb to new heights. It doesn’t matter what business you are in, you have to separate yourself from the pack. It’s all about the complete customer experience. It’s about delivering the wow and eliminating the ow. Yes, there are other ways to deliver the wow, but the more you have in your arsenal, the better off you are. Eliminating pain points is the quickest and easiest place to start. CRS
Russ Dantu is a 30-year veteran of the rental industry and has been delivering workshops, seminars and keynotes on customer service for over 15 years. For more information, visit russdantu.com or email russ@russdantu.com.
To register for Russ Dantu’s customer service course at the Rental Mart, visit canadianrentalmart.com
SOFTWARE SHOWCASE
LEVERAGES MICROSOFT DYNAMICS
8 sycor-group.com
Sycor.Rental is a full-fledged industry solution for bulk and serialized rental planning and execution fully embedded in Microsoft Dynamics 365 for Finance and Operations. Dynamics 365 for Finance and Operations turns Sycor. Rental into a scalable, flexible cloud
solution with role-specific mobile access to processes, data, and business insights. Sycor.Rental maps all business processes across sites, offering rental companies full control of their entire operation. The solution features asset lifecycle management, business intelligence and far-reaching and structured device specifications for confident operational and strategic decision-making. Streamlined, automated yet flexible processes allow for fast processing times in sales, orders, and billing to reduce costs and improve the reliability of the financial forecast. With its integrated service and maintenance processes, Sycor.Rental helps increase fleet availability and reduce downtime significantly. Using the Microsoft Dynamics 365 workspace concept, Sycor.Rental grants role-based access to rental functions, processes and business intelligence, fully mobile and on any device. Integration into the standard project module of Dynamics 365 for Operations enables users to manage any rental project with ease. With real-time, cross-location scheduling and transport management functions for accurate and on-time delivery and pick up, Sycor. Rental helps align the company with changing customer demands, serve them individually and boost their satisfaction and retention. Sycor.Rental provides rental companies with the productivity, intelligence, mobility, and unified service capabilities of Microsoft Dynamics 365 for Finance and Operations. The solution can be bought bundled with Dynamics 365 for Finance and Operations or as an add-on. Deployment options include cloud, on-premises, and hybrid scenarios.
8 azuga.com
Azuga has announced the release of Asset Tracker, a companion to its award-winning Azuga Fleet product. Asset Tracker uses the same cloud-based application for real-time monitoring and reporting. This is another important step in the journey to offer a comprehensive, one-stop, enterprise-grade solution. Whether monitoring machinery in the field, coordinating service operations or helping teams locate equipment and trailers quickly and efficiently, this technology helps rental operators find and report on the whereabouts of valuable assets. Users can improve utilization and productivity by knowing the exact location of every asset. Delivery, service, recovery and billing for assets in the field is simplified, as is creating billing with reports that show when and where assets were deployed for customers. Asset Tracker generates real-time alerts when assets start moving, enter or exit specific areas or stop for long durations, helping to reduce theft and loss, improve recovery efforts and deter unauthorized use. When Asset Trackers is attached, rental operators are able to see them on a live map along with the locations of vehicles. Assets and vehicles can be divided into separate groups, or can be grouped together into specific sets of vehicles and assets based on type or geography.
EASY ACCESS TO FAVOURITE REPORTS
8 xgensoft.com
Xgensoft’s Rental Manager is a versatile Windows-based order entry and inventory management system designed for smaller rental businesses. The system handles all rentals, sales, inventory and orders as well as interfacing with Excel, Outlook and QuickBooks. It is easy to use, feature-rich and provides the tools needed to expand a growing rental business. Rental Manager wraps all rental and customer information into clear reports and organizational tools. Cycle billing, group payments, seamless export of invoices and payments to QuickBooks and extensive reporting provide the essential financial tools for daily fiscal management. The Favourite Reports screen provides quick access to key reports. User-friendly features include real time inventory availability, an overbooking monitor, a schedule calendar, email and bar code scan-in (including QR codes). Inventory management tools include kit organization features, sub-rental/purchase orders, equipment usage tracking and maintenance scheduling, truckload planning and a Rental Return screen that expedites the return of inventory rented by serial number. Users can run Rental Manager as a single or networked system on Windows 7/8/10 Professional machines. Xgensoft Rental Manager is suitable for small to mid-size party, event, tent, tool and equipment rental businesses. It improves control from inventory to money management, thus providing great ROI.
E TREME
Point of Rental’s Inspection App, winner of the Access Lift and Handling’s Access Rental Innovation of the Year for 2017, automates the inspection, maintenance and service processes, all from a mobile device. From off rental to ready-to-rent, the Inspection App tracks each step and provides insight that saves time and money. When an item is called off rental, it automatically enters the Inspection App. If there’s a checklist that needs to be completed before the item can be rented again, the list is automatically assigned to a technician or group. Each technician can access their assigned inspections via the mobile interface. The app enables easy checklist access as well as the ability to add condition photos, data and descriptions. If a mission-critical checklist item fails its inspection, the app automatically enters an internal maintenance or repair order immediately. Condition photos and descriptions are automatically in the system, so when maintenance staff gets to the equipment in need of repair they already know exactly what to fix. Critically for the future of a business, the Inspection App tracks inspection data. It helps managers speed up their inspection and maintenance processes by tracking time and money spent inspecting problems and solving them. Managers will see which seri-
alized items are consistently having trouble, which checklists take the most time to get through, which inspectors are the most thorough and be able to adjust their processes accordingly. In short, Point of Rental’s Inspection App takes the maintenance process and makes it faster, smarter, and more accessible.
CONSTANT UPGRADES 8 opendoorrentalsoftware.com
Keeping ahead of customers and exceeding their expectations requires rental stores to be on a path of continuous improvement. In order to actually accomplish that goal, stores need a systems platform with the scalability and flexibility to meet any new requirement. Microsoft Dynamics NAV, and its sister product, Dynamics 365, are the most popular mid-market accounting and ERP systems in the world, and with good reason. Their flexibility, speed and ease of use have allowed partners and customers to expand into many industries, equipment rental being one of them. The Microsoft Office look and feel ensures users will get up to speed as quickly as possible while adding the needed capability. A Dynamics NAV solution offers one system for financials, rentals, and service. Real-time data is available to users as staff process transactions, access dashboards or run reports. Users can sell or rent equipment and accessories, manage planned maintenance, and provide mobility options for various users
with their device of choice. The constant investment by Microsoft ensures users will never need to waste time on implementation of a new system. Choose from in-house, hosted, or cloud options with the ability to move if needs change.
MANAGE INVENTORY ON THE GO
8 flexrentalsolutions.com
Flex Rental Solutions aims to change the way rental stores manage inventory with Flex5. Flex5 is a new HTML5 user interface and features a complete rewrite of Flex’s inventory management software. Flex5 will eventually replace Flex’s current Flash UI by adding phone and tablet accessibility along with a new desktop environment, starting first with the tablet version. Flex5 features an updated and modern dashboard layout and design, but it’s more than just a pretty interface. The new UI will offer a streamlined user experience, while the new multi-tenant backend architecture will enhance scalability, speed and reliability for users. The tablet version of Flex5 is in active development. The working beta version can connect to a live Flex database and features basic contact management, including inventory availability viewing and scanning and more. For example, users will be able to create and view inventory and contacts and after the item has been created they can upload an image using the device’s
camera or photo library. Flex5 aims to facilitate how rental, production, and live events companies manage every part of their business onsite or on the go. Busy professionals can run their warehouse and rental operations more efficiently and with greater oversight and accountability.
INTEGRATED WITH CRM 8 alertms.com
Alert Management Systems has introduced a new integration with Zoho CRM. Now Alert EasyPro users will be able to view all the same information in both places. While sales staff out in the field are managing their customer relationships with Zoho, Alert EasyPro will update records with all contact information, notes and a tickler. The updates will be automatic and bi-directional. Alert EasyPro users will be able to take advantage of the unique power that CRM offers, such as opportunities to increase margins and grow sales. CRM software offers a complete view of customers and customer relationships, which includes their needs, preferences and renting/buying patterns. By integrating Alert EasyPro, Zoho users will now be able to manage these relationships and then directly start the selling process in Alert without any duplicate efforts. More efficiency means more profits. Depending on the subscription package to Zoho, anywhere from 1,000 to 25,000 requests per day can go back and forth between Alert EasyPro and Zoho. These updates can be scheduled to the Alert user’s exact requirements and the user is able to nurture customer relationships as never before. Alert EasyPro is not your grandfather’s rental software.
InTempo Software has announced multiple enhancements to its two main software solutions. InTempo Core is straightforward, easy-to-use software for single or multi-location rental businesses across all industries. InTempo Enterprise ERP software features fully integrated accounting and is designed for general/tool and heavy equipment rental companies. InTempo’s new mobile app empowers executives to keep a pulse on key business metrics and puts information in the hands of salespeople. The app features stunning dashboards displaying metrics including equipment status, utilization and revenue. It also enables salespeople to check equipment rates and availability; view upcoming reservations, contracts and pickups; and easily access customer information.
An integration with industry-leading software enables dispatchers to plan and execute the most profitable delivery, pickup, and service routes. Dispatchers can easily manage and optimize routes, managers can ensure drivers are doing their jobs, drivers can protect assets by documenting equipment condition and customers can get notifications on delivery status via email and text. Featuring lightning-fast navigation and a range of new features, Enterprise’s next-generation user experience makes it easier than ever before to serve customers.
HUGE MENU OF FUNCTIONS
8 pidexsolutions.com
Rental Management from Pidex includes CRM features to manage company (clients, vendors, venues) and contact information. Manage orders, send emails, notes and attachments are some of the built-in features. Price group, currency, discount structures and tax-related information can be easily managed for companies along with associated contacts. Quick and easy lookups for contacts are available based on various parameters.
Users can efficiently track and manage sales leads for marketing and planning purposes. Rental Management allows users to run marketing campaigns, track POC, Event Value and more. The Activity Management module encompasses a wide range of features that assists any organization to manage staff activities, tasks and reminders efficiently and effectively. Integrated email functionality allows users to send emails without leaving the app. The Inventory Management module uses master and sub-categories, products, assets, packages, kits and accessories. Users can view real-time inventory status by product and easily view and manage asset details. They can also search inventory by category, serial number, product type, or make/model. Servicing modules are included to create and manage service tickets for repairs, and the transfer assets function allows transfers to different product codes and between locations.
FleetLogic is a software-as-service (SaaS) solution that leverages the power of mobile technology. FleetLogic can unleash a rental business from the limits of paper-driven manual processes. It’s designed to run on any device (iOS or Android) and syncs the back office and the field in real time. Dispatchers use a web-based screen to assign and monitor job statuses. Drivers use a mobile app to view a daily list of work, take pictures, add notes and close tickets. The business can be run from anywhere. If it feels familiar, that’s because it is. FleetLogic is developed with the user in mind. FleetLogic’s navigation feature shows the user where the technician is, the job status and how long they’ve been on site. This allows dispatchers to make crucial decisions with pinpoint accuracy. FleetLogic provides robust data-capturing capabilities for digital work orders, making it harder for fees to be disputed. Having
time-stamped documentation, photographs and customer signatures allows users to put billing disputes to rest smoothly and quickly. Keep billing cycles on track and get paid faster with a streamlined payment process.
FAST GRAPHICS
8 orion-soft.com
The Sirius E platform is a complete set of solutions for small one-store users all the way up to large enterprises. Orion has delivered simplified business processes to the rental industry with the simplified user interfaces. Rental operators can deploy graphics in a fraction of a second that describe clearly the availability status of an item or to view the performance of the business. The graphical interfaces are brought to a new level never deployed before with actionable options within the graphics. Sirius E is a full enterprise resource planning package that includes customer relationship management and all the functions to manage rental, sales and services in one solution.
SAFETY FIRST AND LAST Presentation pointers
by Jeff Thorne
We talk a lot here about the importance of communicating the safety message to your staff. Developing a good presentation style is one of the tools you and your safety officer can use to make sure the message gets through. Albert Einstein once said, “If you can’t explain it simply, you don’t understand it well enough.” The need to make complex things understandable is the biggest challenge all presenters face. There are a few things all great presenters do to get their presentations to the point where they are simple and memorable.
1. ENTERTAIN THE AUDIENCE
Audiences have an expectation of being informed, entertained and engaged. The best speakers know how to appeal to emotions and invoke thought. It doesn’t matter what the size of the crowd is, catering to emotions creates a connection with the subject matter. Start strong. Great presenters always lead with their strongest point. We have finite attention spans, so getting your audience engaged early is key.
2. NEVER READ YOUR SLIDES
If you read your slides and have little to add beyond the bullet points, you’re not needed! The audience should just grab a copy of what you’re presenting and go about their day. Reading slides disengages you from the audience and you may lose credibility in their eyes. Slides can be a crutch; you should be able to deliver the majority of your presentation without slides through storytelling. Slides are simply a cue design to assist with your delivery. Great presenters will rarely even look at the slide.
3. KNOW HOW TO BUY TIME
Every great presenter has their own effortless techniques for buying time to gauge the audience, collect their thoughts and get back to business. One of the most seamless ways to do this is to ask the audience a question, provide adequate time for them to process, then respond. This will give you the time to regroup and move forward. Unfortunately,
many presenters are not comfortable with silence and tend to answer their own questions, or the manner in which questions are asked does not provide the audience the time to think and respond. So ask open-ended questions and provide time for your audience to process an answer.
4. BELIEVE IN WHAT YOU ARE SAYING
Presentations are like a story and great stories are full of emotion, as are great presenters. If you think about the best presenter you’ve ever seen, I bet they exuded confidence and knew their topic inside out. Confidence and enthusiasm are contagious, so own your topic like a rock star! Practice your delivery out loud, not just reading it, but practice it until it is second nature. If you don’t believe in your topic and your message, neither will your audience.
5. IDENTIFY YOUR WEAKNESSES
Great presenters know their weaknesses and how to avoid delivery pitfalls. I recently was at a course where the instructor paced back and forth across the room and walked up and down the aisle. I felt like I was watching Roger Federer returning serve against Rafa Nadal. Movement isn’t a bad thing, but this was overdone as it took away from the speakers message. Be mindful of the words you choose, keep things simple and avoid technical jargon, acronyms and the dreaded fillers such as “Ummm” and “Ahhhhh.” In many cases, it’s much better to spell things out. Prepare your thoughts in advance but not your gestures. Rehearsing gestures makes you look unnatural. Finally, avoid the delivery pitfall of becoming pleased with the sound of your own voice. In other words, make sure the stories used to illustrate a point or a concept actually do just that.
Remember, if you as the presenter aren’t prepared and don’t know where you are going in your presentation, your audience hasn’t got a chance. Put some time and effort into it and prepare wisely, your audience will thank you for it and you’ll be proud of a job well done. CRS
