Experts weigh in on what today’s advanced telehandlers have to offer.
11 WHAT WENT HONG? Teamwork is as much an attitude as a practice.
9 OUR ISSUES
Introducing Canadian Rental Service’s newest columnist, Mike Wood.
22 RENTAL MART 2022: BACK IN ACTION
Your guide to our first live event since 2018.
16 AT YOUR SERVICE
Takeaways from the world’s worst restaurant service.
This one’s about the ladies
by Patrick Flannery
Join us for the Women in Rental panel at Rental Mart
Last year, I got involved in a joint venture with several other construction-sector B2B channels to launch an online event called Women in Construction. We hosted a day of presentations and panel discussions with successful women from across a number of industry subsectors. The event went well, attendance was strong and we got enthusiastic feedback from all our participants. It was so successful that I resolved to bring the Women In... concept to you here in the rental business. I started by sending out invitations to nominate strong female leaders in the industry and was overwhelmed by the response. Reader after reader sent long, heartfelt messages telling me about the great women they worked with. Most of the nominators were men. That by itself told me that this topic wasn’t just a “feel good” initiative but rather one that addressed a real need in our industry.
The pandemic shook up our workforces and a lot of stores are having trouble luring laid-off workers back
What is that need? It’s the need to make our businesses as open and appealing to women as possible, both as customers and employees. I say “need” and not “want” because not doing this is not really an option any more for anyone who wants to see their rental store flourish. The pandemic shook up our workforces and a lot of stores are having trouble luring laid-off workers back. Just about everyone is having trouble growing the business, not from any lack of demand but because they can’t find the people to do the additional work. In this environment, you can’t afford to take half the population out of your potential talent pool because your business is sending the message that women aren’t welcome. On the customer side, you know you are a lot more likely to see a woman coming through the door to rent equipment than you were 20 years ago.
It’s also high time we recognized and cele-
brated the huge contributions that women have been making in rental stores across this country – contributions that have often taken place out of the spotlight. Frequently, Dad is the owner and “face” of the store. Mom does the books in the back. Everyone associates the store with Dad, but let’s face it, there would be no Dad without Mom. Maybe it’s time to get Mom out front and centre for once.
So there are compelling reasons to learn what women’s experiences are like in the rental industry and what might make it more appealing to them. To that end, we hosted our first Women in Rental panel at last years’ online Rental Mart. Our former associate editor, Sukanya, had a really lively and insightful discussion with Michelle Nicol of Higgins Event Rentals, Amy London of Snowbird Rentals, Jule Elia of Rapid Equipment Rental and Angie Venekamp of Rental Network. Again, the quality of the conversation and the positive feedback convinced me that these discussions are something we need to do on a regular basis going forward.
That’s why, on March 8 (International Women’s Day, as it turns out) we are reconvening the Women in Rental panel live at the Rental Mart. I’m thrilled that everyone from the first panel (except Amy; it’s a long way from Edmonton) will join us. In addition, we’ll welcome two new very accomplished rental woman: Rachael Caron with Crown Verity and Andrea Hetu of Equipmentes Brossard. Our new associate editor, Alex Mackenzie, will moderate.
Gender aside, every single one of these women is a skilled, savvy and successful rental professional. I want everyone to come out to hear the discussion and get involved with your questions and opinions. It’s going to be a great chance not only to talk about how to get women involved in the rental industry, but also to pick the brains of some of the top leaders in this country of either sex.
Register for the Rental Mart today at canadianrentalmart.com. CRS
STEPHENSON’S
RENTAL SERVICES EXPANDS ITS OPERATIONS TO QUEBEC
Stephenson’s Rental Services is pleased to announce a strategic investment in Centre de Location GM, a Quebec-based equipment rental company with four branches. This investment marks the first step for Stephenson’s in its plan to expand in the province of Quebec. Alexandre Cantin and Jean-Francois Cantin, respectively shareholder and CEO and shareholder and CFO of Location GM, will continue in their respective roles and retain significant equity participation in Location GM. It is intended that operations in Quebec will continue to be operated under the Location GM brand.
“The investment in Location GM is an important step in the expansion plans of Stephenson’s in the province of Quebec. It immediately provides a strong foothold in the province and represents a great platform to further expand our activity in Quebec. After meeting with Alexandre Cantin and Jean-Francois Cantin, we quickly realized that they were the right partners to work within Quebec.
On a personal note, being born and raised in Quebec City, this investment has the feeling of coming home.
We welcome all the Location GM employees and all Stephenson’s employees into our expanded family,” said Guy Manuel, CEO of Stephenson’s.
“This transaction allows us to continue to serve our current clients while at the same time accelerating our growth across Quebec through having access to significantly more capital and best-in-class technology. It also represents a great opportunity for our employees to be part of our exciting growth plans. We are extremely pleased to work with our new colleagues at Stephenson’s to significantly grow Location GM’s presence in Quebec,” said Alexandre Cantin and Jean-Franeois Cantin.
JOHN DEERE TO ACQUIRE MAJORITY OWNERSHIP IN KREISEL ELECTRIC
Deere and Company has signed a definitive agreement to acquire majority ownership in Kreisel Electric, a battery technology provider based in Rainbach im Muhlkreis, Austria. Kreisel develops high-density, high-durability electric battery modules and packs. Additionally, Kreisel has developed a charging infrastructure platform (Chimero) that utilizes this patented battery technology. Since 2014, Kreisel has been a leading innovator focused on the development of immersioncooled electric battery modules and packs for high-performance and off-highway applications. The company has a differentiated battery technology and battery-buffered charging infrastructure offering and currently serves a global customer base across multiple end markets, including commercial vehicles, off-highway vehicles, marine, e-motorsports and other high-performance applications.John Deere sees demand growing for batteries as a sole- or hybrid-propulsion system for off-highway vehicles. Products in Deere’s portfolio such as turf equipment, compact utility tractors, small tractors, compact construction and some road building equipment could rely solely on batteries as a primary power source. Deere intends to continue to invest in and develop technologies to innovate, deliver value to customers and work towards a future with zero-emissions propulsion systems. The majority investment in Kreisel Electric will allow Deere to optimally integrate vehicle and powertrain designs around highdensity battery packs while leveraging Kreisel’s charging technology to build out infrastructure required for customer adoption.
“Kreisel’s battery technology can be applied across the broad portfolio of Deere products and Kreisel’s in-market experience will benefit Deere as we ramp up our battery-electric vehicle portfolio. Deere will provide the expertise, global footprint, and funding to enable Kreisel to continue its fast growth in core markets,” said Pierre Guyot, senior vice-president of John Deere Power Systems. “This is an opportunity to invest in a company with unique technology that’s designed for the demanding conditions where Deere customers work.
“Furthermore, building an electrified portfolio is key to John Deere’s sustainability goal of pursuing new technologies that reduce the environmental impact of new products and work toward zeroemissions propulsion systems on equipment, while increasing our customers’ efficiency and productivity.”
Kreisel Electric will retain its employees, brand name and trademark and continue to operate from its current location in Austria to serve its growing customer base. The company was founded by brothers Johann, Markus and Philipp Kreisel and has approximately 160 full-time employees. In a joint statement, Johann, Markus, and Philipp Kreisel said the Kreisel team looks forward to expanding its base business, leveraging the Deere channel to accelerate adoption of battery-electric vehicles and charging stations and working with Deere’s vehicle design teams on product advancements.
PHOTO: JOHN DEERE
COOPER EQUIPMENT ANNOUNCES ACQUISITION OF EZE RENT-IT CENTRE AND STAYNER RENTAL
Cooper Equipment Rentals has announced that it has acquired Eze Rent-It Centre in British Columbia and Stayner Rental in Ontario.
Established in 1986, Eze has three locations in the Fraser Valley area: Chilliwack, Aldergrove and Abbotsford. Over the past three decades, Eze has developed a reputation for reliable service and has established a loyal base of customers that rely on them to provide equipment rental solutions. Russ Walsh, a co-owner of Eze, will assist in ensuring a smooth transition of the acquisition over the next several months.
“Cooper Equipment Rentals shares the same core values as Eze and the Walsh family. We are so happy to have Cooper carry on our business where Eze has operated for 35 years. The future is bright for
our team and the communities we operate in,” said Walsh.
Stayner was established in 1989 by Paul and Edina Van Staveren and has one location, in Stayner, Ont. Operating as a family business, Stayner has built a reputation for providing quality equipment, fair pricing and personalized customer service to Clearview Township, Wasaga Beach, Collingwood, Simcoe County, Dufferin County, and Grey County.
“This is a great opportunity for our family, our staff and our customers,” said Paul Van Staveren. “We feel the Cooper family will grow and transition our business and take it to the next level, creating greater opportunities for all.”
“We are excited about the expansion of our operations in British Columbia and southern
Ontario,” said Doug Dougherty, CEO of Cooper. “Both Eze Rent-It Centre and Stayner Rental have built solid reputations in the markets they serve which reflect the values Cooper upholds, including best-in-class reliable service. These latest acquisitions move us closer to our goal of establishing a national network of branches where we can deliver industry-leading service to customers throughout Canada.”
“We are looking forward to welcoming the solid team of rental professionals at both Eze and Stayner,” said Cooper president, Darryl Cooper. “They will all be a great addition to the Cooper team, and I am confident they will help deliver the high level of service that Cooper customers across Canada have come to expect.”
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HERC HOLDINGS ACQUIRES RAPID EQUIPMENT RENTAL
Herc Holdings has announced it has entered a purchase agreement to acquire Toronto-based Rapid Equipment Rental. Terms were not disclosed. Rapid Equipment, a full-service general equipment rental company founded in 2013, comprises approximately 110 employees and seven locations serving construction and industrial customers throughout the Greater Toronto Area — one of the largest equipment rental markets in North America.
“I look forward to welcoming Rapid Equipment to Team Herc,” said Larry Silber, president and CEO. “Led by equipment rental veterans with substantial industry experience, Rapid Equipment has established a strong reputation throughout the GTA for exceptional customer service, top-quality equipment and operational excellence. Our combined teams and resources position Herc Rentals to be a preeminent equipment rental partner across the GTA. The addition of Rapid Equipment supports our long-term strategy to achieve greater density and scale in select urban markets across North America to better serve both our local and multi-geography customers. In particular, the GTA represents a strong growth opportunity
with a potential market size exceeding $1 billion in equipment rental revenue. We expect the acquisition to be accretive to earnings in the first year. We remain well positioned to pursue growth through acquired operations, greenfield branches and investment in key fleet categories as we continue to seek improved scale, profitability and shareholder returns.”
BUILT SMALL YET
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by Mike Wood
OUR ISSUES
An introduction
Things have changed since March 2020. The emotions we all have felt; the stress and weight of COVID-19 on all in the rental business were unprecedented. For most of us in this industry, it was impossible to pivot.
We must look forward with optimism and positivity. It was precisely optimism and positivity that saved me and my mental health. Allow me to explain and introduce myself.
On March 13, 2020, I called an Ottawa city councillor and asked him if the city was planning on shutting down. Was the province? What about the entire country? Perhaps your event rental company was like mine. We would batten down the hatches in January, February and March. Come April, business would start to return and be back to 18 hour days.
Speaking with said city councillor about what the future held for the spring, without missing a beat he said, “Start calling your MPs and MPPs right now.”
Who was I to do this? I had no history or experience in government relations or public affairs. I owned an event rental company that specialized in staging, sound, lighting, tents, tables, chairs and more. Why would they even listen to me? Why would they take my call? I owned one small business in Ottawa.
Nevertheless, I used the same character traits that helped me build my business from nothing into a multi-million-dollar operation: drive, work ethic and, most importantly, kindness and empathy. Leadership has shifted from command and control to influence, inclusion and empathy.
That night, I called the office of the Honourable Catherine McKenna, Minister of Infrastructure (a local Ottawa MP), and reached a young man to whom I explained my problem. The “problem” was one not only my business faced but virtually every business across Canada faced: a lockdown. He said he would be back in touch in about an hour. To my surprise and elation, he did precisely that and said the minister would be pleased to meet with me.
The meeting went well, and I felt that I was heard. I reached out to Minister Mona Fortier, and her team also said she would be willing to meet with me. MP Pierre Poilievre called me after I left a message at his office, and he and I
were now in communication.
I realized that if I had the opportunity to meet with these elected officials, it would be irresponsible not to include everyone who wanted to participate. From that moment, I created the Virtual Roundtable and invited small business owners in Ottawa and across Canada to join me in the discussion. The only stipulations I put on people that wanted to join was that they had to be what I call the three Ps: professional, productive and polite.
I soon discovered that the more people I had sign up for these discussions with municipal, provincial and federal government officials, the more eager they were to hear from us. In the end, I met with more than 50 elected officials. Furthermore, I conducted these discussions in a non-partisan fashion and met with people from every political party across Canada.
I was subsequently called as a witness before the Federal Finance Committee (twice) as well as the Provincial Finance Committee (twice). I was even fortunate to bring 19 other businesses from the Ottawa area to the provincial Finance Committee, so it could hear their voices when they needed it the most.
I tell you this story as an introduction to who I am. I am honoured that Canadian Rental Service has asked me to contribute a regular opinion piece to their publication.
During the toughest times in our lives and business, kindness matters. Working hard and standing up for yourself matters. Regardless of how small you feel, you can still invoke change by being authentic and compassionate.
Over the past 20 months, I asked myself whether I should continue doing this or leave it all behind. Little did I know that these moments were preparing me for something amazing that just hadn’t happened yet. For that, I will be forever grateful that I got involved and helped as many as I could. CRS
Mike Wood was a partner in Ottawa Special Events from 2009 to 2021. Today, he is a small business advocate taking the concerns of the rental industry to federal and provincial governments.
When the going gets tough…
How to effectively use the off-season to bring your all when things heat up.
by Michelle Nicol, CERP
The saying “when the going gets tough, the tough get going” sure has a new meaning when it comes to the down season in the event rental industry this year. Changing this trajectory starts with mindset and how we approach the down season. By switching up what we do with this time, we are setting ourselves up for a successful year ahead. When the going gets tough… the tough get resourceful and creative.
January, February and March in the event rental industry means a time to catch up on paperwork, update client contact information lists, clean up the warehouse, maintain fleet and conducting everyone’s favourite task: inventory! It is also the perfect time to connect with annual events or those you maybe have not heard from in a while. If you’re thinking, “been there, done that already,” you’re not alone. Many companies in our industry used lockdowns and this unforeseen forced down time in 2020 and 2021 as a time to clear out these unwanted tasks. So what now?
When you hear the words “winter maintenance,” we almost always think of it in regards to inventory and fleet maintenance. Aside from testing equipment, cleaning products and servicing vehicles, what if this was in regards to your employees? What kind of maintenance do your employees need each year to help them be the best versions of themselves, personally and professionally? What can you do for your employees now that will get them ready for the busy season later?
Now is the time to build up your sales team. Investing in a strong team who will be ready to hit the ground running when the season picks up again (and it will) is important. After an unpredictable couple of years, where many people experienced hardships, doing something for your staff to ensure they are ready to go will ensure a successful season. Researching classes or semi-
nars for your staff to participate in is a great way to grow professionally and personally, even if the course is not directly sales-related. Classes on confidence, motivation and setting/achieving goals can be applied to one’s own life at home and at work.
Speaking of education, this down time is also a great time to re-visit operating manuals and how-to-guides. We all may be a bit out of practice, so this is a great opportunity to get up to date on how cooking equipment, heaters and other user-operated pieces of equipment work. Select one day a week where you have these items set up, and have some fun with it. Testing out your deep fryers? Pick up some items from the grocery store and pop them in the fryer. Have your staff take turns preparing the food, so when a caterer calls saying they can’t light the unit, your staff will have firsthand knowledge and can walk them through the process. Representatives from our suppliers are often more than happy to come out for a demo day and you should take advantage of it. They are the experts, after all!
Last, but certainly not least, what are your clients up to? A down season for you also means a down season for them. Are they in the early planning stages of their event? If so, how can you jump in from the beginning and help? Now is a great time to connect with your annual clients and invite them to your shop for a tour and coffee. In my experience, clients often have no idea what our warehouse space and operations look like. People are often quite enamoured with the processes you operate by everyday. Whatever your down season looks like, just remember: what we do today will help us succeed tomorrow. CRS
Michelle is an award-winning account manager and festival specialist with Higgins Event Rentals in Toronto.
Teamwork
Why building a team mentality is worth more than just combining strengths.
by James Hong
Let’s talk about teamwork today. I bring this up because of a conversation I recently had with a worker. He said, “I’m stronger than a small guy, that’s just a fact. I can lift more, reach more and do more! There is no way a small guy can do what I can.”
I’m not convinced that this kind of thinking is isolated. It may be factual on some level, however it entirely excludes the concept of teamwork – not to mention ingenuity – which birthed the term “working smart, not working hard.” Of course, we must follow good protocol when using our bodies for labour. When I was a young guy on site, we always used teamwork to get things done. If something was too heavy for one guy another would help out. If a job required some serious planning, the smart guy would take that on. Without devaluing any individual qualities that team members bring to the job, we can recognize that everyone has their own individual qualities to contribute. It’s important to remember that and just as important to utilize people’s individual skills.
The guy mouthing off about how strong he is could never thrive as part of a team let alone understand the importance of it. When we adopt team work as a principle, it enhances our sense of camaraderie in having each other’s’ back. We gain an unconscious responsibility to watch over each other, which is the best possible approach to safety and positive productivity. After all, we need a team approach, especially with all the obstacles we face today. We are facing extremely difficult weather patterns now and will continue to in the future, demonstrated recently by the flooding tragedy in British Columbia and other incidents all over the world. New variants of COVID don’t seem to be ending anytime soon, in fact it’s looking more and more like the strategy will be learning to live with it. The only certain thing these days is we only have each other.
Let’s not forget mental health when it comes to teamwork. When we align ourselves with the principle of teamwork, it sensitizes us to our fellow workers, which, in turn, gives us a sense that our backs are covered and a better feeling of good will. We can notice small indications of “something is a bit off” with Joe today and maybe we take the time to check in with our co-worker. I’m not saying we should jump into psychotherapy mode, however being aware of an individual’s energy helps us to stay in tune and communicative which can make a real difference. Sometimes asking “How are you?” and taking a moment is all one needs to lift the mood. That’s all we can hope to achieve with teamwork: making a positive impact on the people we work with and the work itself. Let’s make a concerted effort, even if only a small one.
Remember when we were kids hanging out with our friends? There wasn’t some kind of training or self-awareness lingo back then; you did it because the group, no matter how small,
“When we adopt team work as a principle, it enhances our sense of camaraderie in having each other’s’ back”
was your team. That’s all we really need to do, is to stay attuned, connected, with a good dose of laughter and watch either other’s back. Let’s work together, keep each other safe and all benefit as a result. Safe work is good work! Be safe. Be well. CRS
James Hong is an OHS consultant and writer for the construction industry.
COUNTER INTUITIVE
A look at how to use counter design and organization to provide superior customer service.
The outside of a
rental outlet
is obviously
critically
important to present the business as efficient, successful, professional and welcoming.
by TREENA HEIN
When A&B Tools refreshed its counter in 2021 it opted for easy-toclean stainless steel with a cool stamped metal front. Your counter says something about who you are as a business.
But inside the store, the counter area is just as important to keep a rental business thriving. Counters, along with the staff behind them, set the tone for the in-person customer experience in terms of good service and repeat business.
Of course, no two rental store counters are completely alike. The building size and location, the range of what a rental company offers (in terms of what’s for rent and for purchase) and many other factors determine size, shape and many other aspects. However, all counters are well-lit, have terminals for processing payment and usually utilize the space on counters, beside and behind them to the maximum to
promote sales, advertise community events and more.
Pretty much all rental store counters have been alike in Canada since the spring of 2020 in that they’ve all had plexiglass installed, hand sanitizer within reach and perhaps dividers between terminals as well. Similar to many other rental outlets across the nation, A&B Tool Rentals in Surrey, B.C., suspended plexiglass from the ceiling, according to Elio Cardareli, who has managed the store for 11 years. “We’re going to leave ours up for the foreseeable future, pandemic or not,” he says. “It doesn’t interfere with anything and it prevents normal colds and flus from spreading, so why not?”
To see how this and some other successful Canadian rental stores have designed, updated or arranged their counters, we’ve contacted some select businesses from coast to coast. Various counter aspects, including location, are focussed on improved customer service, but other interesting factors come into play as well.
SLEEK INDUSTRIAL LOOK WITH PROMINENT BRANDING
A counter refresh at A&B Tools was finished in 2021 to enable better customer service and easy COVID cleaning.
The store has only been serving customers at the counter inside the store since summer 2021, but it’s been so busy that wait times were significant with only two terminals. Their customers are split pretty evenly between contractors and homeowners.
Cardareli had the counter extended to add a third terminal, but also decided to refresh it at the same time.
HIGHER HEIGHT AND MODERN LOOK
“We chose a piece of solid stainless steel for the counter surface,” he says, “which is modern, very durable and easy to clean. With COVID, we’re cleaning it three times a day. We also refurbished the front and ends of the counter assembly with a checker plate aluminum. We think it looks pretty good.”
Various products are displayed on shelves behind the counter.
Like other event rental businesses in Canada, things have been slow for Infinite Event Services of Edmonton since the start of the pandemic. In mid2020, owner Sheldon Fingler created a virtual studio to meet with clients online and offer studio services. However, he also purchased a new building in February 2020, just six weeks before the first huge COVID shutdown.
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Infinite Event Services went for a sleek, modern look to go with its trendy eventrental image.
The counter is uncluttered and displays a sample folder of what’s available.
“We had a big renovation planned for the entire building and we haven’t finished that, but we did build a new reception counter with a higher height,” Fingler says. “It’s served as a physical distancing barrier, letting people know where to stand and preventing them from going around, which is what many did before. The height is also more comfortable for people to sign paperwork.”
The counter is uncluttered and displays a sample folder of what’s available, but Fingler mostly uses online meetings to show clients possibilities of what they could rent for their event. Seating is provided, and figurines and more on the side shelf give the counter area a warm and welcoming vibe.
PLAIN METAL DOES THE TRICK
First Stop Rentals in Kemptville, Ont., moved into a new, much-larger building (on its original site) during the pandemic, and has since added some shipping containers for storing more new equip -
ment to keep up with all the demand. For his new counter, president Neill Earl looked at ready-made options from Stihl and Echo because he sells both products.
Those counters were nice but pricey, so instead he and his staff made an Arborite counter that serves well for now.
When supplier counters proved too expensive, First Stop made their own.
ADDITIONAL COUNTER, BETTER SERVICE
Matt Gates manages one of the A&B Tool locations in Vancouver. Because the store opens onto busy Venables Street, the parking lot is at the back of the store and most customers have to come all the way to the front counter (with three cash terminals) for service.
SALES COUNTER SUCCESS
Like many other rental businesses, The Tool Shed Sales and Rental in Dartmouth, N.S., also offers products for sale, but its product range is very large. The store carries a full range of products for contractors, from tools and safety items to PPE and fasteners – everything except large-scale building materials, explains president, Jason Macphee.
The counter area is surrounded by commonly purchased items like buckets of nails and products on sale. Prominent signs behind the counter indicate what’s for rent and what’s for purchase.
Store manager Troy Rhynold, who runs the store alone with two employees doing deliveries, placed a monitor behind the counter years ago to remind patrons they’re on camera. It’s worked well, with only one theft over three-anda-half years.
Rhynold also posts business cards on a board behind the counter to help customers connect with each other. He says his customers appreciate it and he updates it about twice a year.
Stools are in place just front of the counter for customers to have a rest while they fill out rental paperwork.
The counter is L-shaped with the terminal to the side. This saves space.
There’s also a computer on the
counter that’s really not used much and Rhynold may remove it in future to display more merchandise. Because in-person customer flow is quite low, Rhynold has no plexiglass in place.
In March 2021, Gates decided to improve that situation by putting a returns counter at the back of the store with a payment terminal. “It’s a much quicker turnaround for customers with returns,” he says. “The counter is a prototype for the moment. Before we did something more permanent, we wanted to see how it would suit the customers, if we could staff it properly. But it’s working really well. We may add a phone there, but there’s a lot of shop noise, so I’m not sure. We built it ourselves out of plywood and painted it, but we’ll be putting in something more permanent now.”
AT YOUR SERVICE
You messed that up, too?!
by Russ Dantu
I’m sitting with two customers at the Mr. Mike’s restaurant in Airdrie, Alta. Let’s call them Dee and Bee. They are just two of about six people I deal with each and every year from that company and they are a nice-sized customer for me. My main contact had been let go when COVID hit and wasn’t being brought back, so Bee had taken over that person’s role.
I always find it a little unnerving when you lose the person you’ve dealt with for years and they are replaced with someone you don’t know. Rebuilding that trust is difficult and sometimes, these individuals have their own contacts that they’d prefer to use. Luckily, Bee and I got along right from the start and everything has gone smoothly with her ordering. Dee has been ordering a small amount for her annual conference for years, and the other four order for their large conference or their individual branch needs.
Dee has food allergies and lots of them. This is why I just ask her to choose somewhere because it’s easier than me going down a list of 20 restaurants and Dee asking 100 questions about the food they serve and how it is prepared. I ask many of my customers to choose where they’d like to go because it is about them, not about me.
So, we’re sitting in the dining room at Mr. Mikes. Our waiter is also the host as he had two waitresses call in sick that day (we didn’t know that he wasn’t a waiter until late into this luncheon). There is no one there when we arrive, and even when we leave, there are only about six tables being served.
Dee informs the host/waiter that she cannot have seafood or anything that may be cooked in the deep fryers if they are used for seafood, like french-fries. She is also lactose intolerant and allergic to seeds and a plethora of other foods and spices. He says, “Hey, you’re the first ones here so the grill is clean and no seafood has been cooked so far.”
Dee decides to have a burger on a plain bun with a pickle, lettuce and tomato. “Hold the cheese though, please. It doesn’t agree with me.”
For being the only table there, the meals take a very long time. When they finally come, he places the plate down in front of her. A nice burger with plain bun….and fries all over the plate. We
all look at him and say, “Umm, Dee cannot have fries.”
“Oh crap, I told the chef that. Let me check.”
Two minutes later, he comes back with the burger and a salad. Dee smiles and then takes the top bun off just to check what is on the burger and... you guessed it….cheese.
We call the waiter back over, “Umm, Dee said no cheese.”
“Oh crap, I told the chef that. Please eat your salad and I’ll get a fresh burger cooked. I’ll go and check.”
Fifteen minutes go by (only one other table in the dining room). We flag down the waiter. “Hey, how long before the burger will be done?”
He looks at us in horror. “It should be right away. Let me check.” I worry that he has forgotten to reorder but he comes right back out with a burger that isn’t exactly hot off the grill. It must have been sitting there for five minutes or so but Dee says it was warm enough.
Then she asks for more tea. The waiter comes back with the coffee pot, fills Bee’s cup first and then proceeds to fill Dee’s cup, which is half full of tea. “Umm, I’m drinking tea!”
By this time, the waiter is thoroughly disheartened and shook up. I burst out laughing. “I guess everything that could go wrong is going wrong with our table today!”
He laughs as well and then apologizes, “I am so sorry. It’s not supposed to be like this. I am the host, not a waiter. Two waitresses didn’t show up today and I’m waiting for a replacement to help. I’m not looking after you like I had hoped. We want happy customers and I haven’t done that with you. Let me make it up to you with a free dessert and I’m taking Dee’s food off the bill.”
We cut him some slack, have a good laugh and finish our lunch without ordering dessert as the meals had taken long enough to arrive and we all need to get back to work. When he brings me the bill, he brings over a $25 gift card for Dee and gives a heartfelt apology. He then hands me a $10 gift certificate as well for the trouble. I, in turn, give it to Bee, who lives in Airdrie, which puts a smile on her face.
So, here’s a few things to put on the “let me check” list from this story:
1. Always be present. Be so focused on what you need to do to make your customer’s experience a positive one that nothing will get in the way. Our poor waiter struggled with this.
2. When things go wrong, don’t pass the burger. Take ownership of it. We weren’t dealing with the chef, we were dealing with the waiter. He blamed the chef twice for inaccuracies in the order.
3. A sincere apology is in order when things go wrong. Our waiter did this well.
4. Make it up to your customer as quickly as possible. This will hopefully leave some sort of sweet taste in their mouths. Our waiter also did this well with the gift cards and removing the one meal from the bill.
5. Cut people some slack. This is if you are on the receiving end of a bad experience. Several factors added to the stress of the waiter that day (and it wasn’t because he was young and inexperienced – he was in his 40s and been in the industry for quite some time). We didn’t know at first that he wasn’t the waiter or that he hadn’t waited on tables before. He was thrown into a situation where he was trying his best. Sometimes things happen that are beyond our control and mistakes happen because we are all human. If nobody died, is it really necessary to cause a scene or say something that would make the server continue to have a bad day? Try and find the humour in it.
6. Take your customers out for lunch as a thank you. Good things can come from doing this. You get to know them on a more personal level, you get to build up more trust and sometimes it leads to more business. When we left, Bee said to me, “Let’s connect in the spring. I do order some items from another company but I’m not happy with the way I’m being treated. I’d like to work with you on those items, moving forward.”
Take care of yourselves, your staff and your customers! 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. Visit russdantu.com.
Performance From Billy Goat
Stump
NEW!
TELEHANDLER TECHNOLOGY TRENDS
When it comes to customers’ top priorities for what they are looking for in telehandlers, improving operator confidence, safety and productivity are at the top of their lists.
by ANDREW SNOOK
No category of construction equipment is adding features and capabilities faster than telehandlers. As they become easier and safer to operate, they become more attractive fleet items as well.
“Increasing operator confidence and productivity on jobsites are the biggest drivers with the introduction of any new technologies and features for telehandlers,” says John Boehme, senior product manager for telehandlers at JLG. “There are always jobs to be done and telehandler OEMs, including JLG, continue to look at ways that these machines can help operators do more work as well as help operators be more effective and efficient in the work they have to do.”
Genie product manager Amalija Kopac says that productivity and jobsite safety are two main drivers for the company’s telehandler customers.
“Productivity enhancements add value on the jobsite and to our customers’ businesses, and safety is something that’s always relevant and important in our industry,” she says.
Some of the enhanced safety features available for telehandlers include backup cameras, proximity alarms, boom control technologies and load stability indication (LSI) systems.
“Telehandlers equipped with a load stability indication system can aid operators by helping them to remain within the forward load capacity of the telehandler,” Boehme says. “Advancements in back-up camera technologies, like a multi-reverse camera
system, can help operators see more on the backside of the machine. Giving operators more confidence when backing up increases jobsite awareness by displaying multiple views from behind the machine — left, right, and rear. Finally, advancements in boom control technology, such as remote boom control, enables operators to control the telehandler’s boom from outside the cab. This feature provides operators with improved visibility during load placement.”
Kopac says that advancements in engine technologies are improving telehandler efficiencies on jobsites.
“Today’s telehandlers are more fuel efficient and designed to meet increasingly stringent emissions requirements. A good example of this is the new Genie GTH-1056,” Kopac says. “This latest addition to the Genie telehandler family has three different powertrain options, including a 74-horsepower engine with continuously variable transmission. This lowerhorsepower engine does not require diesel exhaust fluid while the CVT delivers performance on par with a 120-horsepower engine but with greater fuel efficiency.”
Boehme says digital solutions are also playing a key role in improving efficiencies for telehandlers.
“Although not specific to telehandlers, digital solutions are also expanding for use during the initial design and planning stages through finish work. These solutions are making jobsites more efficient. Some examples include BIM libraries and augmented reality apps, which can help rental companies and
contractors plan for and select the right equipment for the work at hand,” he says.
TELEMATICS
For rental houses and other telehandler owners, enhanced telematics capabilities are also a top priority.
“Telematics is certainly gaining some steam in more and more rental houses,” says Mike Peterson, telehandler product application specialist at Caterpillar. “Customers appreciate the availability of telematics and what it provides: monitoring what’s going on at a jobsite.”
In addition to logging hours and tracking the locations of the machines, additional capabilities like geofencing for keeping telehandlers in a certain geographic area are also valuable features, Peterson says.
“Telematics enable an equipment owner better visibility and control over their fleet. This is particularly important as equipment owners’ fleets grow and become more dispersed, which is where solutions like Genie Lift Connect telematics come in,” Kopac says. “Lift Connect is designed to deliver actionable data so that equipment owners have a greater understanding of how their fleet is being utilized and allows them to better plan for things like service and maintenance, or when they might need to replenish their fleet.”
“In the age of big data, the adoption and use of telematics systems in the telehandler market continues along the
TECH TIPS
construction industry’s growth trajectory,” adds Boehme. “The JLG ClearSky fleet management telematics solution is available on telehandlers, providing equipment owners and operators access to critical engine and equipment operational data so they can make better decisions on their investment. Data points – including location, engine hours, usage, fuel and battery levels and maintenance schedules – are conveniently available in real-time and accessible from desktop or mobile devices. The system also monitors fault codes and other critical alerts so maintenance can be proactively managed to reduce unplanned downtime.”
GROWING ATTACHMENT
According to Boehme, the most popular telehandler attachments generally fall into four categories: buckets, carriages, truss booms/ lift hooks and specialty attachments.
“The most recent attachment introductions
Hydraulic fork positioning carriages have been drawing increased interest.
have been in the “specialty” category because these tools are designed and purposebuilt to meet specific jobsite applications. For example, a sheet material handler attachment is ideal for use in building construction projects, giving operators the ability to confidently lift and place a variety of materials. The attachment can be used for picking and placing sheetrock, drywall, plywood, green board and
other sheet materials,” he says. “These quick couplermounted sheet material handler attachments can lift up to 3,000 pounds and offer a 72 inches maximum fork spread, allowing for heavy and wide materials to be delivered at height. To reduce worker fatigue, a typical sheet material handler attachment will have 100-degree fore and aft fork tilt and 180-degree side swing, which ensures accurate, convenient placement at the desired location.”
Peterson says that hydraulic fork positioning carriages have been drawing increased interest.
“Being able to move forks hydraulically from within the machine reduces the need for an operator to have a helper adjust the forks,” he says. “Every time an extra person is around a machine is a risk, plus the time it takes for the operator to adjust manually, this offers a bigtime reduction.”
Peterson adds that some less common attachments have been drawing increased interest, such as a pipe grapple
for picking up PVC pipes.
“We also offer a fabricated self-dumping trash hopper that is secure,” he says, adding that it offers increased safety compared to makeshift wood creations often seen on jobsites. “This gives a little more security when you’re loading trash, whereas these creations made on the jobsite made with thrown out pallets and plywood add additional risk that’s not necessary.”
A GROWING MARKET
While general construction continues to be the biggest market for telehandlers and their versatile applications, other markets include residential construction, refurbishment construction, parking garage construction and maintenance, landscaping and hardscaping, as well as agriculture.
“We also see potential for these machines to be used in opportunities with adjacent markets, such as the forestry industry, on wind and solar energy farms, as well as at above-ground mining and quarry operations,” Boehme says.
“Generally, there’s a demand for higher capacity and higher heights,” Kopac adds. “At the same time, because telehandlers are multi-purpose tools used for a variety of tasks around the jobsite, the market remains strong for small, compact telehandlers as well.”
THE FUTURE
Kopac says in the future, in terms of technologies, it makes sense that we’ll continue to see more features introduced that do things like automate load charts, or more cameras that allow an operator visibility in whichever direction they’re moving.
“In terms of markets, you see newly industrialized countries starting to adopt productivity and safety tools, like a telehandler, to improve jobsite safety and productivity at height,” she adds.
While hearing about the autonomous work sites of the future where machines communicate to each other and the people that manage them can sound like some far-off concept that’s still years down the road, it’s closer than you think, Boehme says.
“Technological advancements continue to redefine expectations and experiences in nearly every aspect of the construction industry — including telehandlers. While a fully autonomous job site may be in the distant future, telehandler users are embracing moments of autonomy through their already connected devices that can solve some of the most common industry challenges, like simplifying project planning, improving fleet management and enhancing training, while driving safety and productivity gains,” he says. “Some of these technologies include augmented reality apps that can make machine selection more intuitive. AR apps can also help with machine visualization to better understand how telehandlers can be used around job sites; virtual reality programs that can assist in operator training, and building information modeling which also aids with machine visualization because models look and act as the real equipment would on the job; and telematics that can help service technicians with remote diagnostics and planning maintenance tasks.”
RENTAL MART 2022: BACK IN ACTION
The return of the Rental Mart is shaping up to be a can’t miss event.
BY ALEX MACKENZIE
Remember when people could stand around together without masks?
We’re hoping to get at least some of that feeling back at Rental Mart 2022.
Each year we welcome rental store owners to find the friends and fleet they need to make their businesses succeed. In 2022, we are also rolling out the red carpet to construction contractors, landscapers and anyone else who spends a lot of time in their local rental store. This is everyone’s chance to see the innovative new technology your suppliers will feature in the coming year. We guarantee you will leave the Canadian Rental Mart with some new ideas for your business.
One of the top features of this year’s event is the keynote presentation from former federal industry minister, the Hon. Tony Clement, that will take place at the Centre Stage on the second day of the show. Don’t forget to grab a beer beforehand at the Centre Stage Bar!
RENTAL MART 2022
When – March 8 & 9, 2022
Where – The International Centre, Mississauga ON.
What – Canada’s biggest expo of rentalready equipment
Why – Network with top brands and gain insights from our industry expert speakers
Before the pandemic, our biggest concern was finding the customers and making the sales. Now, with the phone ringing off the hook, the difficulty is getting the supplies and equipment we need. This global crisis has laid bare the downside of depending on offshore
ABOVE: The Rental Mart is your chance to actually lay hands on the latest equipment from top suppliers. Or even sit on it if you want to.
LEFT: cutline
suppliers for critical products… but are our economies now irrevocably tied to the advantages of cheap labour, less regulation and scale of production that can be found overseas? These are questions that Clement, as former federal industry minister, grappled with directly. Today, his concern with the state of our supply chains has led him to co-found Reshoring Canada, an information and advocacy group exploring ways to bring manufacturing back home. Join us at Centre Stage at the Rental Mart to collect Mr. Clement’s insights, prescriptions and predictions for how and where we’ll get our fleet going forward.
A returning favourite to the Rental Mart in 2022 is the Women in Rental panel, which will take place on the first day of the show in conjunction with
International Women’s Day. On stage will be Angie Venekamp, general manager of Rental Network and American Rental Association Region 10 director representing Canada on the ARA board of directors; Jule Elia, business-builder and district sales manager at Herc Rentals; Rachael Caron, business creation manager with Crown Verity and CRAO board member; Michelle Nicol, award-winning account manager and festival specialist with Higgins Event Rentals; and Andrea Hetu, co-president of Equipements Brossard. They will share their experiences, expertise and suggestions for creating a more inclusive industry to help encourage women to choose careers in rental.
Angie Venekamp is general manager of Rental Network, an equipment and
SIMPLY SUSTAINABLE
Skyjack’s Next Generation Vertical Mast Lifts provide a quiet and versatile package with zero emissions.
With 70% less hydraulic connections and BMS (Battery Management System), these machines deliver benefits in environmental performance and longterm sustainability.
COVER STORY
event rental house in Squamish, B.C. She is presently the American Rental Association Region 10 Director representing Canada on the ARA board of directors. For at least 15 years, Venekamp has been a prominent leader in the B.C. and Canadian rental community, rising through all the chairs in the B.C. local of the Canadian Rental Association between 2008 and 2011 and serving as the B.C. National Director from 2009 through 2016. She was honoured as ARA Region 10 Person of the Year in 2012 and as one of Canadian Rental Service’s Top 10 Under 40 in 2013. She has participated in the ARA Party and Event Shared Interest Group, attended the ARA Leadership Conference and job-shadowed in Camden, Australia, as part of the ARA Foundation International Leadership Program.
Jule Elia is a business-builder in the Canadian rental industry. She joined A1 Equipment Rentals in Toronto in 1978, rising through sales positions to vice-president of the company. When A1 was purchased by Stephenson’s Rental Services in 2006, Elia assisted with the integration then took a retirement package. That lasted six years, then she accepted an offer to join Cooper Equipment Rentals. After a year there, she partnered with some old colleagues to go out on her own, creating Rapid Equipment Rental in 2013. Rapid was acquired by HERC in late 2021, and once again Elia is assisting with a company merger.
Rachael Caron has a background in social services and worked in the field for over 20 years. She brings her passion for helping and solution-based problem solving to Crown Verity. For the past six years, Caron has worked for Crown Verity in a variety of roles. One of her guiding principles is to listen to the needs of the end user and work with them for their outdoor equipment needs. When not at work, Caron loves the outdoors and travelling. These two components make Caron enthusiastic about her work and role within Crown Verity. Serving the rental industry has been a driving force in her career with Crown Verity. As part of the CRAO board, Caron continues to grow with her rental partners. Throughout the past four years, it was
Angie Venekamp, general manager, Rental Network
Jule Elia, district sales manager, Herc Rentals
SIMPLY VERSATILE
the sense of community involvement and support among this team that reaffirmed for her that anything is possible together.
Michelle Nicol is an award-winning account manager and festival specialist with Higgins Event Rentals in Toronto. Having graduated from Seneca College in 2006 with high honours in both the event management and visual merchandising arts programs, Nicol is an advocate for industry involvement and education. She is an active member in industry associations and enjoys serving on a variety of boards and committees. Nicol is currently the president of the Canadian Rental Association Ontario chapter’s board and a member of the Events and Tents shared interest group for the national association. Nicol was on the ILEA Toronto Board as a director-at-large following her term as vice-president of programs in 2011-2012 and is also on the Seneca College event management program advisory committee. Nicol has completed the American Rental Associations Certified Event
EDITOR’S NOTE
Rental Professional program, and is one of a handful of event professionals in Canada to have obtained this prestigious designation. She has the aptitude to coordinate all aspects of an event, from the initial planning stages, to designing CAD drawings, to overseeing the final installation on the job site. She has successfully supported events ranging in size from intimate gatherings to large trade shows as well as sporting events and festivals for thousands. Michelle’s life motto is, “Be a Fruit Loop in a world of Cheerios!” and she enjoys spending time with her husband and two dogs, gardening and going on spontaneous road trips!
Andrea Hetu has grown up in the rental industry having taken on nearly every role in the family business. She currently holds the position of co-president of Equipements Brossard and is poised to take over from her father as president in 2022. She holds a degree in administration and business management from HEC Montreal and attended the Beauce Entrepreneurship School. CRS
As of our printing date, we remain hopeful that we will be able to proceed with the Rental Mart as a live event on March 8-9. Stay tuned for updates and announcements at canadianrentalservice.com, on social media and in your email inbox.
Skyjack’s unique traversing platform with an unrestricted view, inverted multi-section mast, and exceptional maneuverability makes these vertical masts an ideal choice for a wide range of indoor and outdoor construction, maintenance, and industrial applications.
Rachael Caron, business creation manager, Crown Verity
Michelle Nicol, account manager and festival specialist, Higgins Event Rentals
Andrea Hetu, co-president, Equipements Brossard
RENTAL MART SHOWCASE
HIGHER REACH WITH ECO-BENEFITS
8 skyjack.com
Skyjack introduced its all new SJ20 E vertical mast lift earlier this year. With a 20-foot platform height; full AC electric drive; zero inside turning radius; SkyCoded colour and numbered wiring; and an assortment of productivity options including a wind rating for indoor and outdoor use, the SJ20 E offers a compelling ROI for rental companies. The SJ20 E features proportional lift and drive controls and the variable speed electric drive provides exceptional duty cycles. The SJ20 E’s consistent torque
provides up to 25 percent gradeability and enables a 350-pound platform capacity. Its compact size is achieved without compromising the work area. Higher height was achieved through a new inverted five-section mast with large overlaps to help increase rigidity, a closed
multistage lift cylinder that is free from any chains, sheaves, or bushings reduces maintenance requirements. The SJ20 E includes Skyjack’s new Eco matrix that provides information on environmental sustainability in categories like carbon savings, emissions and duty cycle improvements. The SJ20 E boasts other features including a traversing deck that provides up to 16 inches of up-and-over capability; an easy-access maintenance hatch that provides unrestricted access to all major components including batteries; improved ground clearance for pothole protection without
moving components to maintain or potentially snag on cords or debris; and a clean unrestricted view from the front-facing control box. Similar to Skyjack’s Next Generation DC scissor lifts, the new vertical mast also features an onboard diagnostic system. This provides operators or service technicians with real-time faults in plain simple language eliminating the need for plug-in calibration for day-to-day troubleshooting.
ALTERNATIVE TO DIESEL 8 ces-sales.com
Offered as a more economical alternative to diesel powered
models, Bomag has introduced the BPR60/65 Honda-powered reversible plate compactor. Bomag’s newest addition to its lineup of robust and reliable reversible plate compactors features a Honda GX390 engine. The BPR60/65 comes standard with electric start as well as recoil start, low oil shutdown and an hour meter. Also included is a fully enclosed engine cover with easily accessible service and maintenace flaps; a height-adjustable, low-vibration operator control; a locking operator handle for transportation; and a foldable singlepoint lifting hook. The powder-coated base plate is highly wear-resistant.
The Bomag BPR60/65 has a working width of 25.6 inches and an operating weight of 926 pounds with a centrifugal force of 13,490 pounds. The BPR60/65 is ideally suited for construction of roads, sub-bases, sewer and watermain construction and foundation work.
CUT CONCRETE INDOORS
8 gcduke.com
The all-new GreenWorks 82PC12 12-inch brushless
power cutter features a precision-aiming LED giving the operator confidence with each and every cut. The cutter comes with an IPX4 rating and uses a 12-inch cutoff saw blade. Customers will appreciate having a real commercial electric stone saw, providing so much more versatility on where and when they can operate the unit, including indoor or enclosed area use without the harmful exhaust fumes or the stress of having to mix fuels. The 82PC12 features an oversized trigger for use with gloves and a 40-minute constant run time on a four-amp battery.
moves cuttings out and away from the machine while grinding to keep the operator’s work area cleaner than with the use of channel frame stump grinders. The 337 Series comes standard with 700 Series Greenteeth. Teeth can be rotated in three, 120-degree increments for a fresh cutting edge in minutes.
MULTIPLE APPLICATIONS
8 edcoinc.com
LONGER MAINTENANCE INTERVALS
8 dosko.com
The 337-13HC is powered by a Honda GX390 engine which features an oil shutdown sensor and a cyclone air filter. The cyclone air filter keeps the air/fuel ratio more constant as the elements become dirty and more than doubles the length of the service interval for air filter maintenance. It uses direct belt drive and is towable with an optional easy-to-install tow package. All Dosko stump grinders are equipped with a unique side discharge frame which
Edco Crete Planes are versatile milling machines that stand up to any required removal or preparation work. They repair common slab problems like curled joints, unevenness, sidewalk trip hazards, concrete coating removal, floor cleaning and preparation, traffic line removal, leveling surfaces and weather damage. Crete-Planers remove contaminates, epoxy, paint, traffic lines and more. With Edco Crete Planes, you can choose from a variety of cutters to achieve the profile, depth and speed for each job. Choose from electric or Honda-powered gasoline options. Each unit comes with heavy-duty sevengauge frame is built for long lasting performance. Edco units offer variable depth settings, which provide greater control of surface removal. Easy-
Variable speed direct AC electric drive provides exceptional duty cycles. Fully proportional drive, superior drive efficiency, and lift controls provide consistent torque.
loading drums allow you to change drum setup in minutes. Edco’s unique engage/disengage lever raises and lowers cutting drum without losing depth setting. Vacuum ports are standard for dust-free planning. Pair with an Edco vacuum system to remove airborne dust, which drastically shortens clean up times and creates a healthy and safe working environment. All Edco vacuum systems meet or exceed OSHA respiratory standards. Water options are also available.
TACKLE UNEVEN TERRAIN 8 gcduke.com
The 825TKL mini-track loader features an innovative cab-over design, allowing exceptional access to key components, cutting routine maintenance time and improving a rental store’s bottom line. The articulating rollers on the track system tackles uneven terrain and absorbs impact, providing stability and comfort to the operator. The universal attachment plate on the TKL allows for the use of any industry-standard quick-change attachment, providing value by eliminating the unnecessary cost of brand-specific attachments. The TKL experience incorporates an electronic display panel that is clear and easy to understand. Featuring a unique high/ medium/low speed selection, the operator can adjust the track drive speed of the TKL to the task at hand, benefiting both seasoned and novice operators. There are a variety of safety features on the TKL, including the operator presence switch that senses when the operator is no longer standing on the ride platform. The TKL is also equipped with innovative tip-over protection, utilizing the machine’s incline sensor to shut off the fuel supply and lock the TKL Commercial grade 18”Selfpropelled Aerator available with ¾” Core Tines or “no Core” Fracture Tines , Quick & Easy to maneuver in small lawn areas.
in the event of a rollover situation. A four-digit safety code is required to restart the TKL, preventing potential engine damage and giving the owner opportunity to inspect and secure the machine.
RENTAL SOFTWARE THAT CONNECTS
8 pointofrental.com
Point of Rental provides rental and inventory management software solutions that connect people in every job role throughout a business. Innovative features and caring customer support
agents empower users to streamline their operations and grow strategically. For 40 years, the company has been introducing key features to the rental software industry, from route dispatching to wireless alerts to telematics integrations and more. Pointers’ dedication to a superior customer experience has earned dozens of awards for exceptional rental software and service, including the last seven consecutive RER Innovative Product Awards and three consecutive InTents Readers’ Choice Awards for computer software. A six-time Inc. 5000 fastest growing company, Point of Rental serves customers in 80 different countries from offices in the US, UK,
Australia, South Africa, Germany, and Canada.
WEBSITE MADE EASY 8 alertrental.com
Rental businesses need a refreshed, professional website but few managers have the time to spend designing one. Alert Rental has introduced Alert Web Assistant: a threepage rental-specific website that will show customers a polished presentation of any rental business. Rental stores do not need to be an Alert Rental client to get one. The user retains ownership of the website and the domain. With Alert’s upfront pricing, rental managers will know exactly what to expect before dipping their toes in the water. Alert’s experts can help in-house experts to show potential
customers the store’s rental expertise. The full three-page website includes a homepage, plus two additional pages such as Rental Equipment, Contact Us, Equipment Sales, Gallery, or others. Additional pages can be added. The store’s rental product catalog can be imported into the website. Alert handles hosting and maintenance. Special features available to Alert Rental clients include integration with Alert WebRequests, allowing customers to request quotes online.
HOPE IS NOT A PLAN
New year, new you!
by Adam Snook
Well, 2022 is here and it’s time to decide which resolutions that we made Jan. 1 we are going to break by Feb 15! For sure, gym memberships will skyrocket for the first two months and treadmill sales will be through the roof.
Resolutions are easy to make and easier to break. The list is long:
• Quit smoking
• Exercise more/lose weight
• Spend more wisely
• Donate more time/money to charity
• Read more/watch less TV
• Spend more time outside
• Less time on social media
Take your pick.
If you’re one of the rare few who manage to make and keep your resolutions for the full year, well, you’re a better person than most. They say it takes an average of 66 days to form a habit, and an average of 66 seconds to break it.
Now that I’ve made you feel bad about being a quitter, you’re probably wondering what this has to do with your rental business.
The answer is really a question. Think about what you are resolved to do in 2022 that is going to make your business
Most of these aren’t new ideas and they’re really things you should be working on constantly. But as we roll into our busy seasons in spring and summer it’s easy to let things lapse. So the solution should be to start now. Set a date that’s within your slow season schedule to accomplish something on your list. Not five things, not 10 things...one thing that you know will improve your business in 2022. Then get it done!
How about a new website? A new Facebook/ Instagram account with consistent material posted? You could refresh your showroom. Or improve your company benefits plan to make the business more attractive to potential employees. A lot of these aren’t expensive, but they will take time. So get started today, and once you’ve knocked it off move on to the next task.
You’ll be amazed what you can accomplish if you focus on finishing what’s in front of you instead of starting 10 things and leaving them all half done.
2022 is here, whether we’re ready for it or not, so let’s not waste the opportunity to improve ourselves and our business! CRS
Adam Snook owns JustBins, a Regina-based provider of waste disposal solutions.
The
The Easy Rooter is tough enough to handle abusive customers with little maintenance. From the rugged steel frame, to big 10" wheels, to the tough Flexicore® cable, count on it to take on the toughest jobs with the least amount of hassle for you and your customers.
The new heavy-duty cage cover ts snuggly around the cage to keep your customers clean and dry, yet is easily removable to inspect and clean the cable between rentals.
The Easy Rooter adds up to lower maintenance costs, higher pro ts and happier customers. To learn more, call the Drain Brains at 800-245-6200, or visit www.drainbrain.com/rental
