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4 EDITORIAL
A changing of the guard at this magazine.
22 28 32
6 INDUSTRY NEWS Cosman retires...WesternOne bought by United... management shuffle at Deere...
14 SMOOTH SAILING AHEAD
Dan Spencer is set to take the helm as skipper of the national CRA.
20 PRESIDENT’S MESSAGE
We must not fear aiming too high in our goals. by Mike Maltby
22 RESPECT THE WATER
Hydrodemolition is powerful technology that must be used safely.
26 AT YOUR SERVICE
The story of a local barman illustrates the essence of great service. by Russ Dantu
12 Q3 CROSS-CANADA RATE REPORT
28 STOPPING TRAFFIC
Mobile traffic security barriers are an exciting rental opportunity.
38 SAFETY FIRST AND LAST You need to revise company policy to address cannabis. by Jeff Thorne
Lessons from a great career
It’s the end of an era here at Canadian Rental Service. Ed Cosman, this magazine’s sales manager for the last 21 years, will be retiring at the end of the year. This issue is the last one where he will appear on the masthead. It’s fitting that it’s another strong issue, well-supported by advertisers, with each of whom Ed has cultivated a great working relationship. And it’s a testament to Ed’s hard work and professionalism that I can say this in this era of decline for print media. While other trade publications are getting thinner, going digital or vanishing altogether, Canadian Rental Service has consistently performed at or near the top of our roster of more than 60 magazines here at Canada’s largest trade publisher. Not bad for a magazine about renting stuff.
How did Ed help build a small magazine started at a kitchen table in Exeter, Ont., into such strong media brand? The answer applies across just about any business, so it’s worth discussing here. First of all, it helps to know what you are doing. From my start with the magazine eight years ago, I was immediately impressed with Ed’s grasp of the fundamentals of his job. Advertisers both new and old were given all the information they needed, clearly and well in advance. Their questions were answered promptly and in detail. And all those details were correct, down to the last penny. (Remember those? Ed does.)
ON THE WEB:
Join CRS and EquipmentWatch online EquipmentWatch analyst Adam Raimond will join Canadian Rental Service editor Patrick Flannery for a live online webinar Nov. 29 to discuss Canadian rental rates and trends on Nov. 29. Registration is free and available online at canadianrentalservice.com > webinars.
Go ahead, get Russ Canadian Rental Service columnist and award-winning public speaker Russ Dantu has been educating and motivating staff to provide great customer service for over 15 years. Get him out to fire up the troops at your next company function or to develop a customized training program for your most critical frontline workers. Just visit canadianrentalservice.com and click on Russ’ ad, right above the news.
by Patrick Flannery
Every customer of this magazine could set their watches by Ed’s contact, reaching out to renew their contract for the next issue or set of issues without having to chase him down. He knows just about all there is to know about pricing, placing and printing ads. And, as I watched in amazement, he evolved into one of Annex’s best digital salespeople, filling up our inventory of email and web-based messaging with more revenue-generating sales. While many of us who entered the workforce in the mists of pre-internet history have struggled to adapt, Ed showed the flexibility to grasp this new opportunity and outperform many of our younger salespeople who would presumably have been much more comfortable with online lingo and metrics.
Many of you reading this will be familiar with Ed, and that by itself points to another reason for his success. You see, contact with the actual readers of this magazine was not a core part of Ed’s job. His primary concern was reaching the suppliers – the ones who are trying to sell stuff to you. But Ed didn’t stop there. He was all-in on the rental industry, attending CRA meetings and chatting up rental store owners on the floor of the Rental Mart (his other great success).
If I know anything about this industry, it’s thanks to Ed’s comprehensive knowledge and mentoring in my early days with the magazine. Nothing substitutes for knowing your market, and Ed knows this one like few others.
None of this is to diminish the roles of people like Peter Watkins, Peter Darbishire, Bill Branderhorst and others who contributed mightily to this magazine over the years. But considering the growth it’s seen on his watch, I’m sending Ed out on top. Quite simply, this publication would not be what it is today, if it even existed at all, without him.
I’ve probably embarrassed Ed sufficiently for now. So it’s thanks and congratulations to a great salesperson and a great colleague. I know Ed will miss us all terribly as he’s driving his motorcycle, visiting the grandchildren or sipping a beverage on a cruise with Christie. Maybe I’ll be able to lure him back to push the cookie cart at the Rental Mart. Or maybe not. Regardless, all the best for a well-deserved retirement, Ed. CRS
MEESTER TO LEAD GENIE SALES
Simon Meester joins Terex Aerial Work Platforms as the new Genie vice-president of global sales and marketing. In this role, Meester will have global responsibility for leading the business’s sales, commercial operations and marketing teams. The goal of his role will be to continue to strengthen the Genie brand’s reputation as an innovator and leader in the global industry, as well as developing deeper customer relationships and improving commercial operations capability. Meester joins Terex AWP from Eaton Corporation, where he was vice-president and general manager of Eaton’s Industrial Control Division. He previously worked for 15 years in various global and regional roles with Caterpillar and Sandvik with increasing levels of responsibility. He has global experience in the construction equipment business and lived and worked in Europe, the Middle East, India, China and the U.S.A. He holds an MBA from the University of Surrey in the U.K. and a bachelor’s degree in automotive engineering from Hogeschool van Arnhem en Nijmegen in the Netherlands.
UNITED BUYS WESTERNONE
WesternOne has announced United Rentals of Canada has agreed to acquire WesternOne’s equipment rental and heat business and related assets for a base cash purchase price of $120 million. A special committee of the board of directors of WesternOne oversaw an extensive strategic review process starting in 2016 and considered a number of alternatives to maximize shareholder value. This process initially resulted in the sale of WesternOne’s modular rental and construction division in 2017 and now in the proposed sale of its remaining division. WesternOne is a regional equipment rental provider of aerial lifts and heat solutions in Western Canada, with additional offerings of temporary power, general construction equipment and fuel delivery. The company’s 12 locations and approximately 330 employees serve primarily non-residential construction and industrial customers in Alberta, British Columbia and Manitoba, with a notable presence in the sports and entertainment vertical.
Michael Kneeland, CEO of United Rentals, said, “The acquisition of WesternOne Rentals and Sales will expand both our general rental and specialty offerings in key Canadian provinces. WesternOne’s aerial and portable heat rentals dovetail with our own range for construction and industrial customers. We’ll also gain scale and diversification in two areas: the sports and entertainment vertical, with a focus on film and television production, and a comprehensive propane and diesel fuel service.” Kneeland continued, “In addition, the combination directly aligns with our vision for customer service. We particularly like the fact that WesternOne’s culture focuses on people and innovation. In addition to cross-selling our equipment and services, we’ll be able to give our combined customer base the benefit of new expertise and a larger pool of shared technology. We look forward to welcoming WesternOne employees to United Rentals.”
The completion of the proposed transaction will allow WesternOne to wind up its operations and return to its shareholders the net proceeds of the sale of the business, after repayment of all bank debt and other liabilities. Shareholders will also be asked to approve a plan of liquidation for WesternOne. Following the completion of the sale of the business, the common shares and convertible debentures of WesternOne are expected to cease trading and be delisted.
EDGE1 TRIES SOMETHING NEW
Edge1 Equipment Rentals in Stoney Creek, Ont., held an equipment auction at its rental yard on Oct. 25 as a way to move some old fleet, welcome some new friends, make a few bucks and promote its new logo and branding. The store has recently wrapped up a protracted legal battle with international rental giant Hertz over the use of the name HERC in Canada. The auction was held in partnership with All Star Auctions and Wacker Neuson. About 700 individuals registered to participate between online and in-person bidders. A full slate of heavy equipment was on offer, including excavators, aerial equipment, loaders, skid steers, trucks and trailers. A big barbeque lunch and free coffee kept bidders perky on the chilly late-October day.
“With the rebrand it’s been a good transition for us,” Camille Jagdeo, Edge1 administrator, commented. “There haven’t been too many interruptions.” Edge1 plans to host auctions two or three times per year.
Picture by Outlook Exterior Maintenance
Denka
BlueLift B72
BIBI 26BL EVO
Ruthmann
HITACHI ENTERS THE RENTAL BUSINESS
Hitachi Construction Machinery has purchased a 33.3 per cent equity interest in Acme Lift Company in order to enter the North American rental market. The joint venture will add Hitachi earthmoving equipment to Acme’s fleet, which will be available through Acme’s proprietary re-rental operations to equipment rental companies across North America.
“Acme brings to the venture unique expertise in re-rental of various equipment product classes. Joining forces with Acme furthers HCM’s strategy to strengthen its value chain business,” said Yasushi Ochiai, executive vice-president in charge of international business for Hitachi Construction machinery.
With Hitachi’s investment, Acme has reduced its debt service costs as well as generated substantial liquidity to fund its future fleet growth and expansion plans.
“Acme’s rental customer base has been increasingly requesting both wheel loaders and excavators on a re-rental basis,” said Woody Weld, Acme chairman and CEO. “This new partnership with Hitachi Construction Machinery will allow every retail construction equipment rental company in the North American marketplace to have access to a full range of well-proven and highly regarded Hitachi earthmoving products.”
Entering the North American rental market is part of Hitachi’s Connect Together 2019 mid-term management plan.Through its investment in Acme, Hitachi aims to grow its rental business in North America, which is home to the world’s largest rental market. As well, the investment aims to acquire business expertise that can be leveraged to expand the business into other regions in the future. Specifically, Hitachi will support Acme in finance and through the utilization of its existing North American distribution channels. Furthermore, Hitachi plans to expand Acme’s earthmoving equipment re-rental business and provide overall business support. The details of these operations will be developed and implemented in the future. Acme’s main focus is renting aerial work platforms and compressors to equipment rental companies, which they can then rent to their customers. With the aim of expanding its re-rental business model to earthmoving machinery, Acme was already searching for an ideal business partner.
ED COSMAN TO RETIRE
After more than 30 years of selling print and digital marketing solutions, Ed Cosman, associate publisher for Canadian Rental Service, is retiring at the end of December.
After completing college and obtaining a marketing diploma, Cosman started his media career in November of 1988 selling advertising space for Glass Canada magazine, one of the trade publications owned by AIS Communications. With the April 1997 issue, he took over the advertising responsibilities for Canadian Rental Service and has been working on that magazine and the accompanying trade show - the Canadian Rental Mart - ever since. Along the way, AIS Communications, which was located in Exeter, Ont., was purchased by Annex Business Media in 2006 and Cosman re-located in 2008 to its head office in Simcoe, Ont.
“I’ve had a great run over the last 30 years and am honoured to have worked with fantastic people – both clients and fellow employees - over that time,” said Cosman. “There have, and continue to be, changes in way companies market and promote their products and it’s time for me to step aside and let someone else take over.”
While still relatively young at 55 years old, Cosman will not sit idly at home. He will continue to volunteer his time with a number of local charitable organizations and have more time to devote to hobbies that have been on the back burner. Additionally, he, along with his wife Christie, will also be able to spend more time with their grandchildren.
“Sorry to hear Ed is leaving, but I guess when we have all put in our years of service, this happens. He’s has been consistent with sales calls and trade shows. Perhaps you should bring him back to roll around the show with his traditional cookie cart. That’s a pretty responsible job – who’s going to be able to fill those shoes? We wish him well from all of us here at CES.” – Kim Wiles, Construction Equipment Sales.
“I guess I’ve known Ed for 25 years. He’s always been great to work with and certainly very persistent. Needs to work on his golf game, though.” – David Knight, Wacker Neuson.
“We have some big shoes to fill. Having to replace a salesperson like Ed is like having to replace your top goal scorer. His success is a true example of what happens when you take care of the customer. We wish Ed all the best in retirement; well-deserved, enjoy!” – Martin McAnulty, Annex Business Media group publisher.
COMPACTION BY HUSQVARNA?
EquipmentWatch is a trusted source for heavy equipment data and intelligence, producing leading database information products for the construction equipment industry. It is a world leader in heavy construction research and serves more than 15,000 professional, high-volume users of construction and lift-truck data. Find more heavy equipment intelligence at equipmentwatch.com.
Cross-Canada Rate Report
The Cross-Canada Rate Report is provided to Canadian Rental Service as a free service to the Canadian rental industry. Rate data shown are national averages generated by quarterly surveys of 325 Canadian rental stores. For in-depth analysis and a chance to interact with EquipmentWatch researchers, tune in to the next Counter Talks webinar. See canadianrentalservice.com for details.
Number of rental companies:
55
Number of stores:
336
Number of rates collected for the 10 subtypes:
in regards to decisions affecting them made by government.” It would resemble the ARA’s political action committee in continually advocating and lobbying government policy makers for the continued growth and success of the rental industry. “We are leveraging the knowledge and experience at the ARA for guidance in lobbying lawmakers, but our approach will be a Canadian one,” he insists. The CRA has done the groundwork to make this happen and, as Spencer points out, he’s enthusiastically looking forward to 2019 as the organization begins to roll out a made-in-Canada government relations program. “I’m committed to spearheading this initiative,” he affirms, adding that he welcomes the opportunity to speak with members at regional tradeshows to consult, to network and to help define the goals of the program as it evolves. “It’s really going to be a grassroots effort and I’m delighted to receive feedback and suggestions from members across the country on the issues that are closest to them.”
Near and dear to Spencer’s own heart is the idea of outreach, particularly to youth, the leaders of the rental industry of the future. He’s making it one of his top priorities to trumpet the CRA message to them, to introduce rental as a rewarding career option to students at the high school, community college or trade school level. “We will be focusing on how to best proceed with this program early in 2019, and working on increasing our brand recognition,” he says.
In tandem with dynamic outreach, Spencer sees the ARA/CRA’s Young Professionals Network as the cornerstone to attracting the best and the brightest young talent around. He observes what The ARA is doing to target youth, including offering invitations to exclusive YPN annual events (such as the YPN networking reception at the ARA Show and the Young Professionals Conference); monthly communications with professional development resources; YPN-only news; and other information to build careers. Spencer likes it. “They [the ARA] already do a fantastic job getting young professionals under 40 out to their conferences and encouraging participation in the association. We need
to ensure that the younger generation in Canada is as engaged and continues to bring new ideas and new technology to the industry and association. I would love to see a Canadian YPN in the future.” He’s hoping to make it a reality over time, emulating the ARA model. “We intend to make it a prime objective to help young people learn about the industry, to advance their careers and establish relationships that will not only help them grow personally and professionally but also ensure a vibrant industry for future generations.”
Touting the importance of membership benefits and shared interest groups, Spencer points to three recently introduced new SIGs to represent association members better. These include: safety, membership and party and event. These SIGs, he emphasizes, will be chaired by national board members who are actively engaged in the enhancement of specialized phases of the rental industry. In this, he sees education and training as the keys to an efficient, profitable and safe operation.
Continuing education is important to the CRA to deliver on a vision to help maintain qualified employees and increase the professionalism of members. Spencer is confident that members will continue to rely on the national head office as the go-to source for information, tools and resources to share information on events, publications, best practices, and industry developments.
Making good on promises with a warm, personal touch are qualities Spencer brings to the Canadian Rental Association board. It may stem from his Atlantic Canada upbringing.
Born and raised in Dartmouth, N.S., Spencer has spent most of his working life in Antigonish, two hours eastward. It’s a small university town, home to St. Francis Xavier University and its famous X-ring that, after Super Bowl and papal rings, is arguably one of the world’s most recognizable rings. After a 15-year career in various leadership positions with Purolator Courier, Spencer completed his heavy equipment operator certification in the fall of 2007. His plan was to head out west and work the oil sands. But his career path took an entirely
Boating is what Spencer loves to do and nearby St. George’s Bay gives him the perfect opportunity.
unforeseen tack when he stopped in one day at Atlantic Tractors and Equipment (a Caterpillar dealer at the time) in Dartmouth to see if there might be work available. There wasn’t, but they did suggest he try the Cat Rental Store, which was part of the Hewitt group.
“As luck would have it, the Cat Rental Store was looking for a rental advisor on the front counter,” Spencer recalls. “It wasn’t quite the position I was looking for as I wouldn’t get me much seat time in the gear, but having access to the equipment certainly couldn’t hurt.” He was offered the position and, though he knew very little about the rental business, he accepted without hesitation. “I
enjoyed it,” he smiles at the recollection. “I was all about learning the business, excited to come to work every day, continuing to learn more and more about the rental industry.”
In 2009, he was asked by his regional manager if he was interested in a management role, to which he answered “absolutely yes.” He was asked to help start up and run one of the new Cat Rental Stores located in Antigonish. Shortly after making the move to Antigonish another opportunity presented itself. Every February, the company’s regional group of mangers gather together at the CRA Atlantic Trade Show to do their spring small tool purchases for the
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upcoming season. At one show, Spencer was approached by Hank McInnis, who was at the time the CRA local vice-president (today he’s the CRA chairperson). “Hank asked if I’d be willing to volunteer some of my time to help out the local board and of course I agreed,” Spencer remembers. He would spend the next few years volunteering on the Atlantic board, ascending through the organization’s chairs from vice-president to president and ultimately moving to Atlantic director representing the Atlantic region on the national board. During this time, he also took every opportunity to network and attend the top North American rental trade events and ARA Leadership Conferences. In 2017, he was asked by the executive to join them as incoming national vice-president and, in February 2018 at the ARA Rental Show, he accepted. “That gave me the opportunity to help lead our national board,” he says. He currently also sits on the CRA’s Investment Policy Committee, Policy and Procedures Committee, Insurance Oversight Committee and Strategic Planning Committee. Being tapped as the association’s new president was just a natural progression, he believes. “I’m always looking for new things to challenge me. I like to take risks, jump right into the fray and give it all I can.” That can-do philosophy will stand him in good stead as president.
He predicts the waters may be choppy over the next 12 months, but he knows there’s a good team in place on the national board and also at the national office in Stoney Creek,
“And I’m optimistic we can accomplish much together,” he predicts. The CRA ship of state is steaming full steam ahead. CRS
Ont.
A certified heavy-equipment operator, Spencer found a home behind the counter at Hewitt Rentals, now The Cat Rental Store.
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CRA PRESIDENT’S MESSAGE
AIMING HIGHER
by MIKE MALTBY
Most of us are familiar with the mythical story of Icarus. Along with his father Daedalus, Icarus was imprisoned on the Greek isle of Crete. After being imprisoned in a labyrinth of his own design, Daedalus fashioned two sets of wings from feathers and wax. With these wings Daedalus and his son Icarus escaped imprisonment and death.
We are aware of this myth, not because of the ingenuity shown by inventor Daedalus in overcoming obstacles and rescuing himself and his son from certain death, but rather because it is often used to remind us to limit ourselves and to set our expectations lower than we otherwise might. You see, shortly after Icarus takes flight, he is overcome with a feeling of exuberance and ignores his father’s warning about flying too high. He gets too close to the sun, which causes the wax that is holding his wings together to melt, and Icarus falls to his death.
This may also be the first historical record of a warning to “read, understand and follow the owners manual.”
Many times in our lives we have limited our activities because, consciously or not, we were afraid of “getting too close to the sun.” As an association, we have been guilty of this as it relates to representing our membership to government. We were led to believe that our resources were not great enough to begin a meaningful government relations program and because of that we did nothing formal. We were paralyzed by the fear of attempting to fly too high. As a result, with a few notable exceptions, the CRA has been absent in government advocacy.
But there’s a little-remembered detail in the Icarus story. He was also warned about flying too low. Daedalus told Icarus before they took off that if he got too close to the ocean the feathers of his wings would get waterlogged and he would be too heavy to fly.
Mike Maltby is vice-president of Ingersoll Rent-All in Ingersoll, Ont. Mike has been a fixture at CRA Ontario events since beginning his time with the association in 2006, and looks forward to connecting with CRA members nationally in the coming years.
Falling from great heights screaming, “Help me, Father!” probably makes a better story than flying low, getting wet and sinking, but flying too low can be much more dangerous. It gives the illusion of safety. Complacency kills just as easily as hubris. The CRA board believes that we may have unnecessarily limited ourselves and repeatedly sold ourselves short. In the rare government-relations tasks that members and locals have taken on, the CRA has been successful in influencing policy. Notable examples include CRA B.C.’s role in the reversal of controversial changes to their vehicle insurance regulation, and CRA Ontario’s role in the creation of Records of Training in the construction heater market.
Beginning in 2019, we will be launching a formal government relations program to represent and advocate on behalf of our membership. As we begin down this path we will need to be careful not to set our expectations so high that our wings melt, but I believe that together we can also stop flying too low and begin to develop a meaningful government relations program.
We’ll be setting aside time at each of our regional trade shows in the new year to hear from you and let you know what we’ll need from you as we begin this process. In the meantime, if you have suggestions or want to know how you can help, please contact myself, our executive director Nathalie McGregor, or any member of your national or local boards of directors. We are always here to help. CRS
by SHAWN KIRKPATRICK, AQUAJET
RESPECT THE WATER
Tips for operating hydrodemolition robots safely
Hydrodemolition robots are quickly growing in popularity as an effective and speedy method of concrete removal for repair and renovation.
The remote-controlled robots also help keep the operator out of harm’s way. However, hydrodemolition robots, like all equipment, require careful operation to avoid accidents. Here are a few of the most important safety points to remember when operating a hydrodemolition robot.
1. OPERATE SAFELY
No one except the operator should be within 35 feet of the machine during operation. The operator should stand at least three feet away, staying constantly aware of the water jets. Also, operator should be sure to wear a helmet, ear protection, safety glasses, face protection, steel-toed boots, gloves and a safety jacket and pants. It’s important to remember that even protective clothing will not shield a worker from direct contact with a high-pres-
sure jet. In case of injury, seek medical attention immediately. While some machines include an automatic function that allows the robot to run without constant operator input, the equipment and remote should never be left unattended.
2. NEVER WORK ALONE
One operator easily controls a single hydrodemolition robot, but there should be at least one other worker acting as a spotter watching for safety hazards and monitoring other equipment. The second person can also quickly come to the operator’s aid if there’s an accident.
3. CAREFULLY WATCH EQUIPMENT
The spotter should also watch the pump and water hose for safety hazards. For example, if
Someone other than the operator should watch the pump and water hose for safety hazards. For example, if the robot malfunctions and stops moving yet continues to shoot water, it will eventually break through the surface.
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One operator easily controls a single hydrodemolition robot, but there should be at least one other worker, a spotter, watching for safety hazards.
the robot malfunctions and stops moving, yet continues to shoot water, it will eventually break through the surface. In this situation, the second worker can stop the water flow by shutting off the pump. To speed up the process, buyers should look for a robot operated with a remote that includes a pump shutdown option.
The water hose is the other thing to watch. As a result of the high pressure, even small leaks will shoot out of the hose at a similar velocity to water out of the robot. This could mean serious injury to anyone caught in the stream. In an effort to avoid these accidents, some robots will automatically shut down if pressure starts to drop. Users can check for hose leaks with a piece of wood or other material, but should never do so with their hands.
4. BE MINDFUL OF THE OTHER SIDE
Block off the other side of a surface before operation. The high-pressure water can carry debris for some distance at high speeds if the water jets break through to the other side. Also turn off, secure or avoid any utilities within the concrete to prevent damage from the water jets.
5. INSTALL SAFETY BARRIERS
Most hydrodemolition robots feature heavy-duty rubber shields around the cutting head, but broken concrete
still occasionally escapes, sometimes flying long distances at high speeds. Contractors should block off a minimum of 82 feet around the machine with plywood barriers and install warning signs. High-strength netting can also be installed around the robot. Contractors should also install protective barriers around the water hose at connection points and in areas open to pedestrians or cars. They should replace hoses when the outer cover is worn or damaged and do not lay hoses on sharp objects.
In at least one way, hydrodemolition is much safer than demolition with pneumatic hammers: dust. Many jurisdictions are now restricting the amount of silica dust workers can be exposed to in a given amount of time. Because the debris from hydrodemolition is soaked with water, airborne dust exposure is obviously much less of a concern.
Make sure to read a hydrodemolition robot’s operating manual before use. In addition, look for training courses offered by some manufacturers to improve jobsite safety, efficiency and quality of work. CRS
Shawn Kirkpatrick is the service and application specialist for the U.S. distributor of Aquajet Systems AB, Brokk Inc. He provides customers with technical support service before and after the sale for both Aquajet hydrodemolition robots and Brokk demolition machines.
AT YOUR SERVICE
A barman’s honour
by Russ Dantu
Lessons from the career of a community pillar.
Chuck Rose has been a very good friend of mine for many years now. He recently sold the Hose and Hound Neighborhood Pub in Inglewood, Calgary. He’d owned it for many years and did very well with it, unlike many bar owners. He had several long-time employees who he looked after very nicely, both financially and with ongoing training. He always paid them more than industry standard, always gave them a bonus and always tried to work the schedule the way everyone wanted it. He also had many regular customers who would frequent his establishment three or four times per week. These were not drunks, but rather people who would bring their clients in for lunch or maybe they’d stop by for a cold one on the way home from work and have a chat with the other regulars and Chuck if he was there.
Chuck lives a few blocks away and, if he wasn’t there, the staff knew to phone him at any time of the day or night if they needed assistance. There were many times when Chuck would head over to help with the noon-hour rush cleaning tables, washing dishes or helping cook. On busy nights when he would get a call, he’d hop into bartender mode or help wherever he was needed. He was known as a fair and caring boss and a great businessman who truly cared about his patrons. He was known as a man of character and a man of integrity. He also helped revitalize the community of Inglewood from being a scary place to go many years ago to the thriving, hip, business community it is today.
A few years back, The Hose and Hound was robbed mid-afternoon. The culprit peppersprayed some of the employees and patrons before making off with a sizable amount of money. When Chuck got the call, he was there within minutes. Some owners may have worried about how much money they lost. Not Chuck. He was more concerned with his employees
and customers. They closed up shop while the investigation took place. He made sure his employees and customers were treated for their injuries. He gave them as much time off as they needed and took care of any counselling they needed. He also offered free meals and drinks to anyone who was there that day. This further added to his integrity.
The amazing thing is that some of his regulars went searching in the direction the culprit left and actually found a bag of money that he must have dropped while running away. They immediately brought it to Chuck. You can imagine how touched he was that they did this. I believe many people would have picked it up and thought of it as their lucky day. The guys who did this said Chuck had always treated them like gold so why would they do anything differently than what they did.
When you look at your employees and customers, how do you think they view you? Are you just a boss who gives them a paycheque? Do you try to cut corners at their expense, just to save a few dollars? Do you get to know your customers on more than a business level? Are you a man or woman of integrity?
I have lunch with Chuck about every month or so. We usually dine somewhere in Inglewood. It’s amazing how many people come up to say hello to him. He’s left an amazing legacy in that community and beyond. Long term employees are rare these days. Customers who become friends are even more rare. Anyone who wants to up their game in the area of customer service can learn from Chuck and the way he conducted his business. CRS
Russ Dantu is a 30-year veteran of the rental industry and has been delivering workshops, seminars and keynotes on customer servicce for over 15 years. For more information, visit russdantu.com or email russ@russdantu.com
STOPPING TRAFFIC
New mobile barriers mean rental opportunity.
Terrorist ramming vehicle attacks have dramatically changed the way that law enforcement, public safety specialists and event security managers look at securing public events areas and buildings.
by DAVID SCHWARTZ, MIFRAM SECURITY
The L-shaped barrier uses the force of the vehicle impact to lift the front tires off the ground, eliminating driver control and forward momentum. Even tractortrailers can be stopped by the device.
The recent use of vehicles as weapons has presented a new and difficult-to-address threat. Security technology providers have been challenged to design a product that protects sites and venues from ramming yet can be deployed on quick notice. The other question is how to make such products available to the hundreds of events that today will use them. New mobile vehicle barriers have come a long way in solving the security component of the threat. Rental companies have an opportunity to help solve the logistic and supply element.
ACHIEVING PORTABILITY AND “BLOCKABILITY”
Historically, vehicle barriers meant to protect areas and entrances relied on a combination of deep entrenched anchoring or bulk and
strength to stop charging vehicles. The problem is that their strength and effectiveness required them to be static whereas security at an event today requires the capability of the security professional to quickly seal unprotected locations – sometimes on hours and sometimes on a few brief minutes’ notice. Furthermore, these scenarios might require deployment and redeployment of the same barriers at different points as crowds or activities move during the progress of the event itself. New mobile barriers addressing this need are made of elements light enough to lift by hand and load for transport and versatile enough to set up quickly, yet strong enough to block a multiple-ton vehicle travelling at unpredictable velocity. These characteristics seem to be in contradiction to one another.
However necessity, being the mother of innovation, has produced surprisingly effective solutions that answer these two needs. Mobility and “block-ability” have come together in new mobile barrier systems developed by Mifram Security.
Mifram Security is one of Israel’s longest-standing physical perimeter security companies. Its solutions include the “bread and butter” of physical fortress-type products including walls, fences, shelters and towers emphasizing innovation and portability. Mifram has been supplying the U.S Army, the Israel Defence Forces, the United Nations and dozens of police forces and commercial security bodies with products to enhance safety and security of soldiers and civilians alike. Mifram debuted its first mobile barriers in 2004 and recently created a new line of enhanced barriers that use a unique dynamic that directs the charging vehicle’s own velocity against the vehicle itself. The barrier is composed of an L-shape structure. The vehicle drives over the horizontal element of the L and, when it makes contact with
Retractable wheels allow security guards to move the assembled MVB in and out of position with ease. This is important for many events to let authorized vehicles and facility vehicles in and out while still maintaining security.
the vertical element, the force of the impact causes the barrier to tip, driving the horizontal element upwards with great force and separating the vehicle’s front wheels from the driving surface. The product uses careful engineering to
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exploit the Jiu Jitsu principle of using the opponent’s mass and force against itself, and therefore does not require anchoring and excessive weight. Once the front tires have been lifted, the vehicle driver loses all control and the vehicle’s forward momentum is drastically reduced, if not stopped entirely. Even if the vehicle gets past the barrier and is still operable, it has been slowed significantly, giving pedestrians time to get away.
A PROVEN SOLUTION
These barriers have recently been tested and received certification at a leading American and European testing facility. These certifications include the U.S ASTM, the British PAS68 and new European IWA14 security standards. Their effectiveness is clearly demonstrated on test films available on the Mifram Security website. While not intended to compete with much heavier barrier systems, such as those towed by tractor trailers, or permanent, anchored barriers, MVB systems have proven their effectiveness at stopping the forward
momentum of even large vehicles and preventing the driver from continuing forward into crowds at speed.
At 44 pounds and dimensions of just 40 inches long and 24 inches wide, we are unaware of any other barrier system that combines the MVB’s portability and vehicle-stopping power. The MVB-3X and the MVB Samson can both be used as static barriers or fitted with a retractable wheel pivot system enabling a security guard to move the barrier quickly to allow authorized vehicles entry and to allow facility vehicles and pedestrians egress and ingress at events. Tailored solutions for facility or event security needs are also available.
OPPORTUNITY FOR RENTAL STORES
The units break down into three compact sections for easy transport. Assembly requires no tools and can be accomplished by one person in minutes. Some users have packaged enough MVB systems for an entire event into one convenient trailer.
The units are reasonably priced and affordable to event organizers and police. However, the trends in the construction and event security industry point towards convenience and on-demand supplies. This presents an opportunity for rental companies to carry this product and provide it to the thousands of public events that require vehicle barrier protection. Street festivals, sporting events, rallies, speeches, auctions – the list is endless.
Mifram Security continues to look for equipment and event rental partners interested in making this technology available in the U.S. and Canada.
For 55 years, Mifram has developed, planned and constructed a wide range of defensive products, anti-terror protection, threat protection, fortification, natural disaster and project management solutions for organizations around the world. For more information, visit miframsecurity.com. CRS
David Schwartz is international business development manager with Mifram Security.
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For more information, call the Drain Brains ® at General at 800-245-6200, or visit www.drainbrain.com/rentall
Control your processes and more with these leading-edge information technology products.
SOFTWARE SHOWCASE
SIGN ANYWHERE, WITH ANYTHING
8 alert-ims.com
Sign&Rent from Alert is a seamlessly integrated, web-based paperless rental contract management and electronic signature software for rental businesses.
Sign&Rent includes integrated real-time contract signing via secure website, using a finger, stylus, or mouse to draw the signature. Alert’s electronic signature software works anywhere with internet access on virtually any smart phone, tablet, or PC – on the store’s rental counter, on a job site or in the customer’s back office. With this rental management software, your customer can even sign on his or her own device from anywhere without your help, simply by clicking a link sent via e-mail. Optimized for documenting equipment delivery, the full-colour, multiple-page rental contract can include notes and customer terms of acceptance (initials) on each page. Alert’s Sign&Rent rental
management software even makes it easy for the driver to take optional walk-around photos of the equipment and the customer, which are then seamlessly integrated into the rental contract. Although contract execution is immediate and includes forensic evidence (such as a real-time date/time stamp and IP address), signed PDF copies are automatically e-mailed to the customer and stored in Alert EasyPro’s normal customer/contract log files for easy look-up, e-mail and printing whenever needed. The rental management process is totally web-based, instant and intuitive, requiring no special apps, training or time-consuming downloads. Sign&Rent is fully integrated into Alert EasyPro’s Dispatcher Dashboard, which provides paperless dispatching and routing, as well as e-mailing of multiple Sign&Rent contract links and PDFs to the delivery driver’s smart phone or tablet.
AUGMENTED REALITY
8 librestream.com
Librestream Technologies has announced the latest expansion of its Onsight augmented reality service platform with the launch of Onsight Flow, an enterprise-grade digital
work instruction solution. This new capability provides a digital alternative to traditional workflows, replacing paper processes for consistent and safe performance in the field. Librestream is a pioneer in delivering remote expert guidance technology for industrial workers.
Today, every 15 seconds, teams engage Onsight Connect remote expert guidance to perform remote inspections and troubleshoot assets globally. Earlier this year, Librestream added Onsight Workspace, a specialized content system that streamlines how teams create, access, and share media in the field. With the launch of Onsight Flow, teams augment their experience with access to dynamic work instructions and content as they perform their jobs. Onsight Flow fits seamlessly into Librestream’s AR ecosystem. As part of the full Onsight platform, enterprises can deploy Flow on enterprise wearables for hands-free operation or on the smartphones and tablets
already in the hands of workers. With Onsight Flow, the ability to consistently capture machine, time and geometric data provides critical information on asset and operational performance. With this ability to capture machine data digitally, an enterprise gains instant access to data analytics and dashboards to assist with continuous improvement initiatives. Onsight Flow is powered by Intoware and part of the overall Onsight AR service platform.
SUPPORTS CLASSIC WORKFLOWS
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Rental stores can manage the entire business with Systematic Rental Management (SRM). Whether you’re managing a handful of assets or hundreds of assets across multiple branches, the interface can be fully customized to meet the individual needs of each member in your organization. SRM helps you track assets, manage inventory, control work orders and execute maintenance scheduling.
SRM’s fully integrated accounting modules make it simple to link all your activity in the system back to the general ledger, accounts receivable and accounts payable. With over 30 years of successful experience working with construction and equipment rental businesses, SRM is ready for anything the industry can throw its way. From the counter to accounting, Texada continuously improves the features to reflect the growing needs of the industry, including field service mobile apps, online rentals and an increasingly connected customer experience. While the SRM platform continues to grow, Texada remains committed to maintaining the classic workflows that customers have relied on to operate their businesses for decades.
POWERED BY USER SUGGESTIONS
8 point-of-rental.com
Thirty-six user suggestions have been turned into features highlighting Point of Rental’s 2018 update to their Rental Expert and Elite software. Adopting user feedback through the company’s feedback management system, uInnovate, the company has added printable receipt-style ready tags when connected to a printer with the inspection app; drag-and-drop functionality within contract processing for easy contract rearranging; and the ability to merge and split purchase orders item by item. Version 2018’s contract fulfillment module is also more powerful with the implementation of internal location tracking. This allows staff to see where items are in the process of getting ready to rent from within the software – no need to send someone rummaging through the warehouse to see why an item is in inventory but not in its ready-to-rent location. For example, as dirty linen moves through the cleaning process, it might go through wash, iron and bagging stages before finally being ready to rent. With internal tracking set up, users see
SOFTWARE SHOWCASE
where each linen is in the process from their computer. For equipment, users can likewise identify wash rack, inspection, or any other location set up with barcode or RFID scanners.
FREE UPGRADES 8 opendoorrentalsoftware.com
Microsoft Dynamics 365 Business Central has brought together the best of Dynamics NAV and its cloud solution, Business Edition, to create a new solution capable of being deployed on in-house servers, in the cloud (SaaS), or in a hybrid configuration. ERP systems need never be out of date again. Business Central SaaS offers twice-yearly free upgrades with access to all of Microsoft’s new cloud and mobile technology, including Power BI, Power Apps, and Flow, offering tremendous potential for reporting, data analysis, mobility and powerful work flows. Business Central includes a full ERP suite of products including financials, inventory, job cost, and manufacturing. Rental stores can sign up for a free trial of Business Central and download the ODT Rentals 365 app from Appsource to quickly enhance their system for handling equipment rental functions. Through Business Central, Microsoft puts more power in the hands of users without relying on programmers. Download needed apps from Microsoft’s Appsource or customize your ERP system without affecting the upgrade path or cost.
THE BOBCATINATOR 8 doosan.com
Doosan Bobcat North America has partnered with Plug and Play, a global startup accelerator and corporate innovation platform based in Silicon Valley, to explore internet-of-things technology and autonomous operation solutions that can be incorporated into Bobcat equipment. This partnership will enable Doosan Bobcat to build mutually beneficial relationships with leading startup companies who can help bring a variety of technological solutions to market. As a key partner in Plug and Play’s IoT and mobility programs, Doosan Bobcat can better identify technologies that will bring innovative solutions to its customers and ensure its machines and future services remain industry-leading. The company has identified specific technologies that will have a significant impact on how customers approach their future worksites, especially those associated with IoT, artificial intelligence and autonomous solutions.
SELF-SERVICE KIOSK 8
orion-soft.com
Orion Software has released a self-service stand to allow users to do their rental contract on their own instead of waiting in line to get to the counter. Slowly, the stand replaces the staff, reduces the frustrating waiting time and provides a transition to e-commerce. Customers
are invited to download the mobile app or visit the web portal next time they need equipment, thus reducing the time at the rental store while developing a strong relationship that will stay for years. The first rental stores that customers download an app from will be adopted for years. In the context of logistics, Orion Software provides a new simplified way of dispatching delivery trucks by using the GPS position of the mobile devices instead of complex integration with GPS devices mounted on the truck itself. Using a smart device, you can add a new truck to the fleet or mix third-party trucking companies into the same dispatching centre. The same quality process is maintained and customers can get their famous message: your delivery is on its way. Orion has also released an enhanced version of its field technician mobile app. It provides a complete tool for the technician to do maintenance work orders with notifications in real-time, thus updating their agenda and sharing photos with the back-office system.
Trainees can perform both heavy excavation and fine grading with the six-way blade, and dozer tracks can even slip based on operator behaviour. This encourages the development of operator accuracy and efficiency, in an immersive, risk-free environment. Exercises are designed to gradually build precision and confidence. The pack teaches trainees basic controls familiarization, setting the correct blade angle, maintaining material in front of the blade, excavating a drainage inlet, excavating a transversal ditch and trailer loading/unloading. The dozer training pack gives trainers objective insight into performance and abilities. Trainers can score operators on performance metrics such as cycle time, idle time and fuel consumption, blade efficiency, track spin and contact with power lines, personnel, or vehicles. Like all of CM Labs’ solutions, the machine inside the dozer training pack has been engineered from the ground up. This gives trainees an exceptional opportunity to truly learn by feel. The detailed simulation includes a hydraulics system and transmission, a fully functional sixway blade, dozer tracks that can even slip based on operator behaviour and working halogen lights for night-time operations.
EVALUATES RISK
azuga.com
13STK/16STK TRACK TRENCHER
The dozer simulator training pack from CM Labs provides trainees with the unique tactile sensation of pushing soil and aggregate materials, promoting precision operating techniques as a result.
Azuga, a leading provider of connected vehicle and fleet technologies, has announced the launch of Azuga DashCam, a range of cost-effective, wireless-enabled dash-mounted video camera solutions including Azuga DashCam Lite, an affordable video monitoring option. The new, comprehensive suite of
SIMS THE SLIPS cm-labs.com
WAVE OF POPULARITY
8 nunatraining.com
The aerial work platform simulator from Nuna, based on the Unreal engine, provides an advanced and realistic simulation of the aerial work platform. The simulator can be used with the controller board or with a keyboard and mouse. Scenarios include driving basics, steering basics, S-turn manoeuvres, advanced steering, directional move -
ment, grade driving, booming safety, rough terrain driving and basket positioning. Every day, more manufacturers of mining, earthworks and construction equipment are adding simulation to their product lines. Manufacturers and customers have recognized the value of simulation for entry-level training as well as training to respond to machine problems and emergency situations. Educational institutes and training organizations have also embraced simulation as one of the best and safest training tools for inexperienced candidates. Training in a simulator program is recognized by equipment manufacturers as best
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practice for new trainees.
PORTABLE SIMULATOR 8 deere.com
John Deere’s backhoe operator training simulator is a cost-effective, efficient way to train new operators in a risk-free environment. Highly detailed, realistic lessons teach proper operator technique and machine controls. After completing each lesson, operators receive immediate feedback based on their performance. The simulator includes a built-in motion platform with threeinch actuators, an integrated computer, simulator software, real John Deere controls and detailed lesson scripts in
multiple languages. Available options include a heavy-duty, reusable wooden crate to store and ship all John Deere simulators. The crate includes a sliding TV storage tray and fold-down door with a ramp for easy loading/unloading of a simulator. It is four-way accessible, which allows for easy access for pallet jacks and forklifts from any side.
SAFETY FIRST AND LAST
Cannabis challenges
Don’t let safety go up in smoke.
by Jeff Thorne
Unless you’ve been on a secluded island without access to the outside world (however nice that may sound), you will be very aware of the fact that recreational cannabis use is now legal in Canada. On Oct. 17 the Cannabis Act came into force; the Act is primarily aimed at protecting youth from accessing cannabis and displacing the illegal cannabis market. Whether you are in favour or opposed to this socially progressive change this will have an effect on our workplaces as there will be some challenges that employers will undoubtedly face.
While cannabis use isn’t new, employers should be concerned about how legalization may affect safety in the workplace. Marijuana is already the most commonly encountered substance in workplace drug testing. With social normalization, it would stand to reason that the number of users, potential impairment and the total number of workplace incidents will rise.
Therefore, from a policy perspective, it will be important for employers to identify which positions or tasks are safety-sensitive and how their policy will address individuals using marijuana for medicinal purposes that work in safety-sensitive or safety-critical positions. Safetysensitive refers to a position in which incapacity due to impairment could result in direct and significant risk of injury to the individual, others or the environment. Enform, a safety organization for the Alberta oil and gas industry, recommends “At minimum, there must be an express prohibition on the use of marijuana in safety-sensitive workplaces. There must also be an express prohibition on using marijuana in close temporal proximity to attending work on a safety-sensitive worksite. An express prohibition on the possession, storage, use or sale of marijuana on safety-sensitive workplaces or facilities associated with those workplaces must also be included.”
Many will argue that zero-tolerance policies are required for safety-sensitive positions but this can become one of the challenges employers face based on their duty to accommodate to
the point of undue hardship under the Human Rights Act. Employers must consider how they are going to deal with individuals that are using cannabis for medicinal purposes for a disability, especially for those in safety-sensitive positions. Medical marijuana has been a prescribed treatment since 1999 in Canada but there is still going to be a rather lengthy learning curve required here, as there are many stereotypical assumptions made regarding an employee’s abilities who has been prescribed marijuana. Employers must first consider whether the employee can carry out their essential duties and what type of accommodation may be necessary. In addition to accommodation issues, employers are potentially going to be faced with employee performance issues due to increased recreational use of marijuana. Through policy and training, employers will need to be clear on what it means to be fit for duty or impaired.
When it comes to drug testing, employers are limited. In Ontario, the Ontario Human Rights Commission states, “The primary reason for conducting drug and alcohol testing should be to measure impairment, as opposed to deterring drug or alcohol use or monitoring moral values among employees.” Given the lack of a technology that accurately measures impairment, most employers would be hard-pressed to implement random drug testing outside of safety-sensitive positions. It is typically used for pre-employment screening, post-incident testing and as part of last-chance agreements. Employers will need to revisit policies on testing as the landscape surrounding testing, methods of testing and legal precedents may change how this is viewed.
The recreational use of marijuana in Canada is now legal. Employers need to anticipate and prepare for the trials that lie ahead and create policies designed to address and manage these challenges. CRS
Jeff Thorne is manager of training at Occupational Safety Group.
