THE ONLY THING QUIETER THAN A HATZ SILENT PACK RUNS ON CHEESE.
When competing with Hatz Silent Packs, others start playing cat and mouse games with their quiet stories. Truth is, Hatz Silent Packs are the quietest encapsulated engines in the industry. They even eliminate unwanted vibration with an additional balancer shaft making them ideal for residential areas, school and hospital zones…especially during early morning use. You’ll also like their low-installed dimensions and optimized cooling air flow. So if you want an engine that’s quiet as those little cheese-eaters, go with the Silent Pack or you could end up with a mouse that roars!
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10
4
E DIToRIAL: Science fiction to fact Exciting new technologies are maturing. by Patrick Flannery
19
World of Concrete report
This giant show in Las Vegas is a gold mine of information and new products.
16 CRA President’s Message
The CRA can help you take advantage of social media. by Ed Dwyer
8 19 25
10
The dynamo
Location Ravary is a Quebec success story powered by its owner’s restless energy.
6
Industry News
Toro buys Stone, Elmquist joins Diamond, new lines in the Arctic, ARA does digital marketing
18
Legalese
Employee contracts are worth the time and expense. by Deryk Coward
14
TECH TIPS: Going mobile
Upgrade your website for the post-desktop universe. by Jim Chliboyko
25
Concrete showcase Riding trowels, breakers, drills, grinders and more.
30
George’s Corner
Delivering more is good, but managing expectations is even better. by George Olah
JuNE 2012 Vol. 36, No. 5
Science fiction to fact
There was an interesting article on www.truckinginfo. com about a prototype tractor-trailer powered by hydrogen fuel cells. The interesting part was not so much the technology itself but the fact that it had been successfully applied in a fully functioning vehicle with an acceptable price, performance and range. I was also interested to read the price comparisons in the article showing the cost of the hydrogen that powers the truck to be about one-third the cost of diesel fuel. The big limitation would appear to be the scarcity of hydrogen filling stations. That is, unless you are a rental operator renting hydrogenpowered equipment. For a short-term rental during which the equipment would probably not even go through its entire fuel supply, it seems this hydrogen thing could really work. You would have a hydrogen filling station in your yard (what kind of safety training would be necessary for that?) and fill up the equipment there. Customers would simply return to your yard if they needed a refill – no more inconvenient than going to a gas station, in most cases. The customer would get a nearly silent piece of machinery that produces no emissions except water vapour and costs less to run than gasoline. You would have a machine with fewer moving parts and maintenance requirements that would fly
ON THE WEB:
Exoskeleton helps people lift
Scheduled for commercial release early next year, the wearable robot takes two forms: one augmenting the arms and back that is aimed at areas of commerce where heavy lifting is required. The other, a lighter, five-kilogram version, will target the nursing industry to assist in lifting people in and out of bed, for example.
Senate told suppliers gouging Canadians
Canada’s retailers are blaming their suppliers for the large gap between their prices and identical goods for sale south of the border, despite the nearly equal value of the two dollars. Canadian merchants are being unfairly singled out for having higher prices than their American counterparts, Diane Brisebois of the Retail Council of Canada told a Senate committee.
by Patrick Flannery
over any emissions regulation on the planet. You would also have a machine that is pretty much impossible to steal, since the thief cannot get it filled anywhere else. Yes, there would be a learning curve associated with operating, maintaining and repairing a hydrogen power plant, but the benefits could be worth the effort.
This is pretty far-out stuff. Still, we must look to the future or else it seems hard to imagine how we might progress. The cover story this month is about a man who leveraged his love of machinery and expertise with advanced technology into a winning business in a tough market. What if Paul Ravary, in 1982, had decided that computers were the stuff of science fiction and waved them off as irrelevant to his business? There would be one less top rental operator in Quebec, that’s what.
I think Canada’s rental operators need to keep at least one eye on the upcoming technology trends or risk losing a march. This month, we have another article from the tech-savvy James Chliboyko on how to configure your marketing for the mobile revolution by creating a mobile-friendly version of your company web page. Also, check out the link on www.canadianrentalservice.com to the story about the exoskeleton developed by Japanese students to help people lift heavy things. Now there’s the rental product of the future.
Speaking of the future, CRA president Ed Dwyer explains what the ARA is doing to help rental operators take advantage of social media and digital marketing in his President’s Message on page 16. My friends and I are just a little too old to bother with social media very much, but just about everyone younger than me almost exclusively uses Facebook, Twitter and texting to communicate. They are your customers of the future. Better start talking to them now. CRS
Next issue: Our skid steer product showcase will feature all the latest developments from your top suppliers. No hydrogen-powered models have been submitted yet.
INDUSTRY NEWS
Elmqui S t joi NS Diamo ND SyS t E m S
Diamond Systems Inc., a privately owned Canadian manufacturer of diamond and specialty products for the construction, stone and equipment rental markets, has expanded its sales force by adding Jerry Elmquist to its team. Elmquist will be calling on rental stores across Ontario. Elmquist brings many years of sales experience to the job, most recently with A.E Sales. With head office and manufacturing located in Brampton, Ont., DSI provides immediate access to finished goods, repair and training facilities. DSI maintains stocking warehouses throughout Canada and the United States.
m i DN ight Su N ri SES
Midnight Sun Energy, a Northwest Territories’-based sustainable mining and industrial supply house and service centre, now offers the full line of Terex compact construction equipment to its customers in the Northwest Territories. The Terex compact construction equipment line is made up of more than 45 unique product models including compact track loaders, wheel loaders, excavators, skid steers and loader backhoes.
“We are pleased to welcome Midnight Sun Energy as a new Terex compact equipment distributor,” said Dean Barley, general manager of Terex Construction Americas. “They have an excellent reputation for customer service, providing their customers a no-hassle, no-worry guarantee that they will help them with all of their equipment needs, from sales to service, and everything in-between.”
Midnight Sun Energy is a Northwest Territories-owned corporation in its 20th year of business, serving the mining and exploration industry and other sectors. With two Yellowknife locations, it provides a comprehensive package of sales and service options for its local and international clients.
According to the general manager, Ivo Mitev, with the versatility and range of its compact construction equipment line, Midnight Sun Energy made the decision to add the Terex line to complement its existing product inventory. “Our mission is to bombard our customers with excellence,” says Mitev, “through the provision of cost-effective mining and industrial solutions which include quality products, like the Terex line, team innovation and expertise, and state-of-the-art service capabilities with quick turnaround.”
Mitev notes that there is no substitute for arctic experience — the company’s management team and skilled, knowledgeable staff are made up of long-term northerners with mining industry expertise and a global vision. “Midnight Sun is a trusted partner, providing technical expertise and customer service excellence when and where our customers need it most,” finishes Mitev.
In addition to offering a full line of Terex compact equipment products and services, qualified Midnight Sun Energy customers can take advantage of financing options through Terex Financial Services. Terex Financial Services offers a range of finance and leasing solutions, structured to accommodate customers’ cash flow and budgets. The Terex Financial Services team is equipped to assist in all areas of asset management, from the analysis of future equipment values through the disposal of used equipment.
BranderhorsT a Cavalier
Cavalier Industries, a rep group to the rental industry based out of Edmonton, Alta., has added Bill Branderhorst to its expanding sales team as a regional manager. Branderhorst, who will be calling on rental stores across Ontario, is no stranger to this industry, having previously worked for a compaction company and prior to that for Canadian Rental Service magazine.
Toro geTs sTone
The Toro Company has announced that it has acquired the light construction and hardscape product assets of Stone Construction Equipment, which manufactured concrete and hardscape equipment for rental and construction companies. Terms of the transaction were not disclosed.
This acquisition builds on Toro’s position in the growing rental market with a reputable line of branded products in the hardscape space, which include concrete and mortar mixers, material handlers, compaction equipment, and other concrete power tools. These products further extend Toro’s offering to contractors and rental companies, and complement its recent acquisitions of tree care and turf renovation product lines.
“Stone built a solid reputation around quality,” said Rick Rodier, general manager of Toro’s Sitework Systems Business. “These products are respected by rental and construction customers, and complement our current line of compact utility equipment and trenchers extremely well. We see great opportunity to leverage our core strengths in innovation, engineering and distribution to grow share in these new categories.”
Corr EC tio N
Home Depot staff who attended A.E. Sales’ training event at the Canadian Rental Mart were rental managers, rental technicians and head office executives, not sales personnel as our article indicated. Canadian Rental Service regrets the error.
ara iN CoNStaNt CoNtaCt
The American Rental Association has joined the Constant Contact Partner Program. The ARA will now be able to provide its members with easy-to-use email marketing, social media marketing, event marketing and online survey tools.
“We are always looking for new benefits that can assist the members in promoting and building their own businesses,” said Christine Wehrman, ARA CEO. “The Constant Contact online marketing tools give our members a valuable addition to the current member benefits. Because of the tools’ ease-of-use and affordability, joining the Constant Contact Association Program provides a great solution to meet the members’ marketing needs.”
ARA will now use Constant Contact’s online marketing tools, which are specially designed to help small businesses and organizations drive participation and strengthen relationships. These tools include:
• Email marketing for quickly creating professional-looking emails, managing contact lists, measuring campaign results and reviewing new list members.
• Social media marketing and social campaigns for turning fans, friends and followers into customers. Harnessing digital word-of-mouth from Facebook, retweeting offers on Twitter or posting a review on Yelp keeps the conversation going and generates a powerful buzz for small business.
• Event marketing for efficiently promoting and managing registrations and RSVPs for meetings, functions, seminars and events.
• Online surveys for gathering feedback that helps meet customer needs, generate new ideas and help grow a business.
“Effective marketing plays an important role in business success, and our tools are all designed to help small businesses connect with customers and build successful relationships with them,” said Alec Stern, vice-president of strategic market development at Constant Contact.
Cra awards roundup
Here are the winners of the national and regional Canadian Rental Association awards for 2011.
National
• Distinguished Service Award – Paul Everitt, Rentquip
• President’s Image Award – Winn Rentals, Kelowna, B.C.
• Supplier of the Year – Rentquip
• Rental Person of the Year – Angie Venekamp, Rental Network
• B.C. Regional Person of the Year – Jim Clipperton, Nor-Val Rentals
• Alberta Regional Person of the Year – Orrin Knapp, RSC
• Saskatchewan Regional Person of the Year – Gene Elash, The Rent It Store
• Manitoba Regional Person of the Year – Tony Gudel, Hilti Canada
• Ontario Regional Person of the Year – Paul Everitt, Rentquip
• Quebec Regional Person of the Year – Benoit Legare – Location PRO
• Atlantic Regional Person of the Year – Olivia D’Eon, Pubnico Rentals regional
British Columbia
• Achievement Award – Russ Walsh, EZE Rent It Centre
• Rental Person of the Year – Jim Clipperton, Nor-Val Rentals
• Rental Store of the Year – Winn Rentals, Kelowna, B.C.
• Supplier of the Year – Wacker Neuson Prairie
• Dickie Doo Award – Paul Everitt, Rentquip
• Supplier of the Year – National Hose Ontario
• President’s Image Award – Robertson Rent-All , Orleans, Ont.
• Rental Person of the Year – Randy Turner, Best-Way Rent-All
• Supplier of the Year – Hy Cor International, London, Ont.
Quebec
• Rental Center of the Year: Location PRO, Quebec City, Que.
• Supplier of the Year: Abmast Abrasives
Atlantic
• Rental Person of the Year: Olivia D’Eon, Pubnico Rentals
StroNgCo to Carry tErEx FiNlay iN albErta aND oNtario
Strongco Corporation has announced it has entered into an agreement with Terex USA to be the exclusive dealer for Terex Finlay mobile crushing and screening equipment in Ontario and Alberta.
“Ontario and Alberta are substantial mobile crushing and screening markets, and this new agreement with Strongco provides us with immediate access to these markets, plus focused customer support and in-house product expertise,” said Keith McCann, sales director for Terex Finlay.
“This agreement in Canada builds on the relationship established in 2011 with Terex Finlay by ChadwickBaRoss, our business unit in the northeast United States,” said Bob Dryburgh, president and CEO of Strongco. “The quarries and aggregates sector is an important end use market opportunity for a range of Strongco products and we have a team of specialists in each region to support our customers.”
“The addition of Terex Finlay is in line with our growth strategy of organic growth through brand expansion and increased market presence.
Engin EERE d
fo R S u CCESS
Location Ravary grows with energy and expertise.
When he is not building power plants for some of Quebec’s largest company buildings, Paul Ravary finds time to run one of Quebec’s largest independent rental operators in Laval, Que., just north of Montreal. Now in its 35th year in business, Location Ravary is still growing and its energized owner shows no sign of slowing down.
by PatR ick F LaNN e Ry
Paul Ravary opened Location Ravary in 1977, only four years after graduating with his mechanical engineering degree from the University of Montreal. He started with one man at the counter to watch the day-to-day operation while he worked as a consulting engineer designing boilers and power plants. He started slowly with small lawn care equipment and gradually grew. In the late ’80s, Location Ravary started carrying loaders, building up to six or seven of them in two years. He came in evenings and weekends to clean, repair and maintain the equipment. At first, the shop would close over the lunch hour because he had only one employee. Now, Location Ravary has 17 employees, including mechanics, welders, painters, secretaries and salesmen.
Ravary is first and foremost an engineer, holding professional engineer designations in Quebec and Ontario. He designs power plants for large buildings and factories and has continued to do so throughout his career. He started Location Ravary with two partners, but quickly took over sole ownership. Ravary is mechanically inclined by nature, and his love of tinkering with machinery is what drew him to the rental industry in the first place. “In university I bought an old Corvette Stingray 66 and dismantled it all in pieces and rebuilit it,” Ravary remembers. “So I was involved in mechanics and interested in all types of equipment. I was not sure if I was going to start a fix-it yourself business for car repairs
or a tool rental centre, so I started examining the competition and taking pictures of everybody. I went to see a former very active member of the CRA, Cameron Paquette from Pyramid Rental, who helped me out saying ‘Buy this, buy that,’ and I had no idea at all.”
Ravary has been in the same 30,000-square-foot spot since 1977 on the Boulevard des Laurentides in Laval, Que. In 2005 he outgrew that location and bought a 70,000-square-foot industrial unit nearby.
“It gave me a lot more space to put my equipment and to really start repairing larger equipment,” he says. “We used to paint equipment outside in a home built tent close to a residential neighborhood. It was kind of ridiculous.” Now he has a paint shop and six garage doors with service pits. Ravary can bring a 125-foot boom lift in the building and work on it indoors. “It is good because we can make all the noise we want and we can sandblast equipment without always having to hide the work,” he says.
Ravary has been able to grow his rental operation into one of the largest independent rental companies in Quebec while, with the other hand, growing a consulting engineering business in thermodynamics plus at one time a mechanical general contractor business to a 180-employee operation. He was managing boiler and power-plant contracts for companies licensed to provide gas power in the province, eventually working with nearly every major corporation in Quebec, including the likes of Alcan, Domtar, CIP,
by Carroll
Forex, Uniboard, Tafisa, the McGill and Montreal University, The Olympic Stadium and others.
With his time divided between engineering and the rental store, Ravary depends heavily on his employees. One of his key people is Martin Fournier, a mechanic who has been with Ravary for 25 years. “All the companies try to steal him from me, but he likes working with me because I understand equipment and machinery. I can dismantle a motor myself and rebuild it and he knows that and appreciates that because I am not only a salesperson running the company,”
Ravary says.
Ravary’s career in the rental industry has been unusual in that he has never worked regular shifts at a rental counter. He is a back-room man, repairing and maintaining equipment but leaving front-end customer service to his employees. He is perhaps also unusual in his ability to maintain a full-time career as an engineering consultant and build a successful rental operation practically in his spare time.
Location Ravary is located in Laval, Que., just north of Montreal. From there, Ravary is able to serve the largest industrial areas around Montreal
and about half of the city itself. “On Saturday mornings we used to have a line of 20 people waiting to get in,” Ravary says. “That is a lot of activity for one rental centre. At one point I had five competitors that were pretty close but I have ended up being alone now.”
Location Ravary is situated on one of the busiest streets in the area, the Boulevard des Laurentides.
Ravary can point to a very tangible reason for his company’s success: his mechanical prowess as an engineer. His aptitude at repairing and maintaining machinery has helped him to keep equipment longer, spend less
Ravary has about 100 scissor lifts and 16 boom lifts, as well as a wide variety of compact construction equipment and homeowner items. Specialized equipment for large construction contractors is where Ravary sees his best chances for further growth.
Photo
McCormick
on parts and service calls and deliver machinery in top operating condition to his customers, which has helped grow his market. Ravary has also been able to leverage his mechanical knowledge into effective purchasing at auctions. By being able to tell just what condition a particular piece of equipment is in and knowing what it will take to fix it, Ravary can have a better understanding of his capital costs, and likely ROI, before he ever bids. Better yet, he can customize equipment he buys to meet the needs of specific customers. “That was my strength,” Ravary says. “That is how I ended up being able to buy so many booms and eventually buying some new stuff. Then you have a mixture of equipment that you have rebuilt and new equipment and the mixture is good because it attracts construction contractors and small builders. Since I was quite involved in all kinds of industry I knew plumbing, electricity and everything so when I saw a good welder I would buy it. Being strong on equipment myself, I could have
my hands on. This is how I grew my business, by having all kinds of specialized equipment.”
During Ravary’s tenure at the legendary SNC Lavalin, he was the
first to have a computer, which he used to calculate the winches drums for the new three-inch-diameter cables for the Olympic Stadium roof in the early ’80s. Since, he has kept up with the rapid advances in the field. “I told the big boss at Lavalin, ‘Buy computers for your employees and it will come back to you because they will become experts.’ I became an expert at computers back in 1982. I built my own software on the DOS platform with D-base and the clipper complier so my counter had everything: writing a contract, inventory, making reservations. I was the first to have that. It took me a thousand hours to do that.” Later, Ravary hired his nephew to convert his program to Windows, and today he still builds websites for Location Ravary and the ALQ.
The benefits of Ravary’s engineering background do not stop there. In the early days, when he wanted to make a catalogue, Ravary used his drafting abilities to draw a number of sketches of the tools and equipment in his shop. He used those sketches in his catalogue, and also in Yellow Pages advertisements.
As business has grown to the point where Ravary is competing more directly with the larger rental franchises, Ravary has added a sales force to make sure Location Ravary
by Carroll McCormick
Photo
has a point of contact right out in the field with his main customers. “Back in 2005 I started hiring salesmen that would go from one site to another and this is when the business got into larger contractors than before,” Ravary remembers. “A lot of my competitors do not have a salesman but today what you see is large companies all have salesmen and they are on the construction site every day of the week and a contractor will see three different rental companies every day. So the market has become one where if you do not go there, you will not get the customer.”
Going to where the business is a big part of Ravary’s strategy. “We are no longer local where the counter is,” he says. “We deliver 40 kilometres away or 200 kilometres away. We do not stay local. Locally, we would never have expanded because there are not enough contractors locally. You need to go and see the plumbers, the guys who build the structure, the guy that does the electricity. You need to see all the specialized contractors on the
job site, and if one of those guys takes your equipment then he will ask for another one if he is satisfied. This is the way the ball rolls.”
Ravary is now the Quebec national director for the Canadian Rental Association and is on the CRA website committee and the trade show committee. He is also a past president and is now chairman of the board for the Quebec Rental Association. He finds his involvement in the provincial and national associations keeps him in contact with important people in the industry and abreast of all the latest information.
Overall, Ravary would like to see Quebec rental operators holding a stronger line on prices. “I have been talking for the last year-and-a-half about price cutting,” Ravary says. “We should all stop cutting our prices. Not increasing our prices, because that becomes a kind of collusion, but stop cutting your price, stop giving large discounts. Once the price is cut, it never comes back. I spoke to a fellow CRA director from Calgary and he told
me that the price I charge for a boom for a month is the price he rents his for a week. The prices in Quebec are much too low.”
In with all his other activities, Ravary finds time to be a father. He has a 17-year-old daughter and twin 14-year-old boy and girl. Ravary says one of the twins is showing signs of wanting to follow in his father’s footstep. “At 13 years old he was welding stuff and playing with electronics and computers. He is even worse than me. He has more facility than maybe I had at that time, but he has told me since he was 10 or 11 years old that when he grows up he wants to open his own rental centre.”
“Myself, I really had the energy to develop the company,” Ravary says. “I didn’t want to have a company halfdeveloped. I wanted to grow it to my satisfaction and I still want it to grow. I am far from being stopped where I am. If you sell the company, you can retire, but that is not what I am looking for. I have more energy than that.” CRS
It’s
by Ji M c h Li B oyko
Web pages not optimized for mobile devices (left) are shrunk down to fit on the small screen, making them hard to see. optimized pages (right) have fewer elements and a more vertical layout.
g oing mobil E
not just about a plain old website anymore.
We live in an insanely speedy age of technological change, if you can catch a pause to think about it. In a single generation, we have gone from rotary phones to cellphones to phones that are not even really phones anymore, but minicomputers.
A character recently criticized another character on the television show Community by saying she was out of touch because “She was born in the ’80s – she still uses her phone as a phone.”
Of course, the evolution of phones into computers has been well documented, especially from the consumer/user side of the coin. What has not been so well documented is what this means for the business owner. The fact is there are websites meant for big-screen, desktop computers (though your phone can access them) and mobile sites meant for smartphones. To cite a comparison from last month’s issue, compare cnn.com and m.cnn.com, the mobile version of the CNN website.
The surge of the smartphone does not really show any signs of slowing down. It was announced this spring that Korean giant Samsung was now outselling the iPhone, by
almost 10 million units; that is, 10 million units was the difference in their sales. The two companies alone shipped almost 80 million units combined in the first quarter of 2012.
Even people dedicated to other forms of communication, such as quick response codes, admit their codes can be seen as a customer delivery system for mobile websites.
“If your mobile website is not a mobile website, and it is just a desktop website, you are breaking rule number one,” said Erik Goldhar of the Toronto-based marketing firm QRE8 (pronounced create). “If that experience is sub-par, you are going to lose that connection.”
But there are several ways to make sure you do not lose that connection. Of course, it is always good to know your customers, and what their habits are, so you may want to use a website analysis tool to see how your customers
are actually accessing your site, whether it is with their traditional desktop computers, or something that more likely fits in their pockets. If you find you are getting a lot of hits from handheld units, it may be time to do something about a mobile site. But also know that you are not alone.
Last fall, the Yellow Pages Group put on a series of seminars across Canada for small business owners about how they can better use technology to help their businesses. It was a mixed group. Some people were very active online, while some let their initial website slip away and were thinking of replacing it, while some had never even had a website for their business.
At the start of the presentations, one of the speakers, Montreal-based Matthieu Houle, product director for mobile and platforms at the Yellow Pages Group, asked the crowd if they, as business owners, were satisfied with how technology was benefiting their businesses. The crowd was also asked
whether or not they knew about mobile optimization. A surprising number present were uninformed about the whole notion, never mind taking steps to address the need for a mobile-specific site.
Houle said a big part of his job is to demystify the notion of what is mobile. Because of the speed of technology, he has got his work cut out for him. “I ask who owns a smartphone, and find that 99 per cent of them do,” said Houle. “Then I ask them who is using a smartphone to advertise. Typically, 95 per cent do not. There seems to be a lot of confusion about how to leverage your business for mobile.”
When asked why many of these business people were adopting smartphones for their own use, but not yet embracing the potential of mobile marketing, Houle said that the cause is perhaps a combination of both the speed of development but also the need to educate people about all things mobile. “Two or three years ago, the mobile market was irrel-
evant for local businesses,” said Houle. “But now 30 per cent of all searches are done from mobile devices.”
So it may be time to look at your online offerings, to update and make sure your website is mobile optimized. But that may also present some problems, depending on how devoted you are to your website, and how good you were about keeping in touch with your web guy. “For many local business owners, someone did their website a few years back, and they have lost contact,” said Houle. It may be time to strike up that relationship again.
The key, said, is to be reflective and not to rush too hard into mobile development of that aspect of your business without first knowing what you need. Part of embracing these new technologies still has to do with the old adage of knowing your customers and not just what they expect of your business, but also what they expect of your business’ website, whether that website is mobile or standard. CRS
Husqvarna DM 220
Husqvarna K3000Vac
Husqvarna DC 1400
Husqvarna AD 10
Husqvarna’s recently unveiled new product line-up includes the DM 220 hand-held drill, K3000 Vac,
wet/dry vacuum, AD 10 automatic drilling system and the FS 413 walk-behind saw.
Husqvarna’s
Husqvarna FS 413
d igital maR kEting
The Internet is mightier than the sword.
by e d dWye R, c Ra PR e S ide Nt
No doubt everyone has used such mass media resources as TV ads, radio spots, newspaper ads and the Yellow Pages. With the expansion of the Internet, most rental companies also have developed websites to attract and inform potential customers. Now that we have iPads, other tablets and mobile smartphones, social media is the next tool that I’ve been looking to use. When I hear of social media I immediately think of Facebook, Twitter, YouTube and the like. Years ago, being the typical rental guy, I banned access to this type of contact with the web as it seemed to be nothing more than an unproductive waste of employee time.
After a lot of thinking, I have decided that now is the time to change. I now see ways of generating profits from using social media while cutting labour costs. One of those ways is to use one of our newest CRA/ARA member benefits: a state-of-the-art, web-based, e-mail marketing service. It is a great tool to build customer loyalty, increase referrals and promote repeat business.
The American Rental Association has just announced that they have joined the Constant Contact Partner Program. The ARA will now be able to provide its members (including, of course, Canadian Rental Association members) with easy-to-use e-mail marketing, social media marketing, event marketing and online survey tools to help create and build strong, lasting relationships with its rental customers.
I had been looking at some ways of getting more market share by reaching current customers and developing ways of finding new customers using low-cost Internet-based programs. Which is more cost effective? Sending one employee out to speak with one foreman or sending out one newsletter to 50 foremen to promote our rental products? We will keep our e-mails to the point, with the emphasis on informative, relevant content and no more than one e-mail every two weeks. We will also encourage opening and reading the e-mail by including occasional bonus contests. Each e-newsletter will include links to our company website to increase traffic.
ed dwyer owns and operates c & t Rentals in Winnipeg, Man. he is past president of the Manitoba Rental association and also an active member of taB (the alternative Board).
My intent is to target my message to different customer classifications, such as landscaping equipment users, concrete equipment users, aerial lift users and homeowners. Everybody checks their e-mail constantly, especially at job sites, as this is how information moves and things get built these days. I am in the middle of building a new facility and I now see how important e-mails and texting is to the construction industry. Guess what – phoning, faxing and Yellow Pages ads don’t cut it anymore!
If your rental store was overstocked on, say, concrete power trowels, or they were not moving the way you want them to, you could sent out an e-mail to the people on your concrete equipment user list to tell them that you have trowels available and ask them to call your store today to receive a special one-time rate. It would not make sense to send out that e-mail to the aerial lift equipment or landscaping equipment users as they do not rent such equipment. You might narrow the e-mail down to only one company, which might have five different jobs going on at the same time. Now imagine how long it would take your salespeople to go and visit all your concrete equipment users and try to move the trowels. E-mail communication is instant: if you woke up in the morning and notice pouring rain outside you could sent a blast e-mail saying we have pumps available and can get them out quickly if needed. Imagine getting this message out to 100 jobsites in your area at 6:30 a.m. on a rainy day when you know the first thing the foreman is going to check when he gets to the site is his e-mail or texts. This would result in more rentals, lower labour costs, higher utilization and more effective time management. Cha-ching, cha-ching.
To get started, call Member Services at the ARA at www.ararental.org. CRA and ARA members will receive a discount of 20 per cent on a six-month pre-pay, or 25 per cent on a 12-month pre-pay.
Your CRA recognizes the importance of social media and has formed a Social Media and Advertising Committee led by our social media guru, James Morden. We welcome your ideas and comments for that committee. CRS
L EGALESE get it in writing
Employee contracts prevent headaches.
by Deryk Coward
as a business owner, it is important to maintain control over your business operations and to achieve cost certainty. One of the most important factors contributing to the success of your business is your employees. Having dedicated and loyal employees can make your life easier and can make your business more successful.
To this end, it is a good idea to create a written employment contract between your company and your employees. If your employment contract with your employees is not in writing, you and your employees may not agree on all of the terms and conditions of employment and you would not know. You might come to realize that your expectations differ from those of your employees once it is already too late.
Employment contracts are good for your business on a number of fronts. A written contract of employment can provide certainty for you, in terms of your legal position relative to your employees, especially upon dismissal of an employee. From the perspective of your employees, it can give them confidence to know that their terms of employment have been committed to writing. A properly constructed employment agreement tells employees they are working for a professional organization that takes its obligations seriously. In return, they may be more likely to take their obligations seriously, and less likely to have misunderstandings about what is expected of them. You will be able to better control the specific duties that your employees must fulfil, their rate of pay, the length of term for their positions, and disciplinary procedures including notice and termination. Incorporating objective criteria into your employment contracts is always preferred, as it can eliminate subjectivity and differences in interpretation.
Although employment contracts are beneficial, each employment contract will need to be different in order to reflect both your company and each specific position within your company. Important factors to consider when thinking of making an
employment contract can include, but wouldn’t be limited to:
• the actual position the employee holds within your company;
• the length of time the person has been working for you;
• the rate of pay and any future increases in pay;
• the employee’s duties and responsibilities;
• overtime pay and vacation pay;
• the applicable termination clause (in other words, what happens upon termination of the employee)
Creating an employment contract to meet the needs of each position may seem time consuming, but in the long run it can spare you costly disagreements and legal battles with your employees. The cost of creating a series of employment contracts could easily be less than the cost of fighting one disgruntled departed employee in the courts.
Having a carefully crafted employment contract can also assist you in disciplining your employees. The duties and responsibilities of your employees will be set out in writing. The expectations you have for your employees will be well documented. If objective criteria are referenced in your employment contract, it will then be a lot easier to discipline your employee and have him or her accept your decision and work toward resolving the problem. An example could be hours of work: without well-defined hours of work being part of your employment contract, do your employees think it is acceptable for them to take 15 minutes longer for lunch so long as they end up getting their jobs done? Do your employees even know what your expectations are?
If you plan on creating employment contracts for your company, I highly recommend that you do so in consultation with a lawyer in your province. Employment legislation varies from province to province, so choosing a lawyer in your own jurisdiction to assist you in meeting your legal obligations is very important. CRS
Wo R ld of Con CRE tE 2012
North
America’s big concrete show.
World of concrete 2012 completed another successful show at the Las Vegas convention center on Jan. 24 through 27. the show launched a wide array of new products, equipment and events, presented more than 100 seminars in the education and certification Program, and provided valuable networking opportunities for exhibitors and attendees.
by SteVe N Po M e RaNtz, haNLey Wood
World of Concrete attracted 52,088 professional registrants in total and showcased just over 1,200 indoor/outdoor exhibitors in more than 552,500 net square feet of exhibit space, an increase of 40,000 net square feet over the 2011 show.
“There was a very positive and optimistic buzz on the show floor. WOC 2012 has been a huge success, and based on the feedback we have received from both exhibitors and attendees, we have no doubt the economy is recovering and the commercial construction industry is well on its way to a great 2012,” said show director, Jackie James.
Many exhibitors at WOC 2012 reported positive results and a desire to return to the show in 2013. “Our first year at World of Concrete was beyond anything we imagined,” said exhibitor Stuart Johnson, president of Phoenix Curb Machines. “We left the show with sales, distributors, solid leads, multiple media interviews, and valuable connections.”
World of Concrete participated in the 2012 International Buyer Program for the seventh consecutive year. World of Concrete management and the U.S. Commercial Service co-operated in the global promotion of the show to bring international buyers and U.S. exhibitors together to expand business both domestically and overseas. Delegations from all over the globe attended World of Concrete to connect with U.S. exhibitors interested in exporting goods and services in the International Business Center. Concrete professionals had a choice of several events to attend. The Concrete Construction
Challenge featured entertaining events that combined precision, speed and focus, including Pervious Concrete Live. During the Concrete Polishing and Staining Luncheon and Forum, experts in the concrete polishing industry gathered to discuss what contractors need to know to help grow business while emphasizing the importance of concrete polishing specifications.
Other events featured were The Concrete Producer’s Challenge, including the popular John Deere Operator’s Challenge and the Western Star Serious Trucks Challenge.
The 10th annual Spec Mix Bricklayer national bricklaying championship was held on Jan. 25. The 60-minute bricklaying competition featured the best bricklayers in the world travelling from the U.S., Canada, Great Britain and even Australia to test their levels of skill, speed and stamina. The popular event positioned 21 twoperson teams made up of a mason and mason tender who competed to lay the most brick while meeting strict quality standards. Leif Reints of Reints Masonry Works in Neosho, Mo., won first place after laying 583 bricks in one hour and took home a new Ford F-250 four-by-four truck, $5,000 cash and sponsor prizes worth thousands of dollars.
Saia’s Safety Boot Camp contestants performed a visual inspection of various types of scaffolding. These inspections simulated actual jobsite conditions that could be encountered on masonry construction jobsites.
The Masonry Contractors Association of America held its Annual Convention at WOC. In
I NDUSTRY E v ENT
addition to several educational sessions, MCAA featured two exciting events; the International Masonry Skills Challenge and the Fastest Trowel on the Block Competition.
“I tell everyone in the business to come to World of Concrete. If you’re in the business, you should be here. I come to buy, browse what’s here and see what’s new,” said attendee Matthew Frank of Matthews Construction in Seaford, N.Y. “I spend a lot of money here, it’s a necessity.”
For the first time at World of Concrete, Masonry Construction’s Masonry Veneer Live was held over a four-day period in the North Hall, adjacent to the World of Masonry. Masonry Veneer Live included products such as cast stone, brick, adhered masonry, and natural stone. Highlights included the Veneer Exhibits featuring leading manufacturers and suppliers of masonry veneer and related products. The Masonry Veneer Training Zone was a unique education area where partnering associations offered special training
demonstrations to teach the mason contractors and installers about masonry veneers. Artistry in Masonry Veneers was a special display area featuring demonstrations of the cutting-edge artistry that a craftsperson can achieve with masonry veneers.
The Concrete Surfaces and Decorative Pavilion outdoor area featured the 10th Annual Artistry in Decorative Concrete. Leading artisans demonstrated the latest decorative concrete techniques, including stamped concrete patterns, chemical stain work and decorative finishes.
All new this year, Concrete Construction’s How-to-Zone, a 1,600-square-foot portable facility located in the Concrete Surfaces and Decorative Pavilion, included Concrete Construction Live Educational Events, such as “Advances in decorative concrete stenciling,” “How to efficiently lay out and form steps” and Contractor Clinics. Contractor Clinics offered attendees education on new techniques, material and tools presented by participating
exhibitors.
Concrete Construction magazine’s third annual Decorative Concrete Tool Demonstration featured a live action area in which attendees learned how to use new tools and accessories in decorative concrete applications. Tool demonstrations included dry diamond polishing, hole coring, engraving and forming.
The editors of Concrete Surfaces hosted the Concrete Polishing Demonstration Area, which featured the latest in the expanding industry of concrete floor polishing. Demonstrations focused on surface preparation, achieving reflectivity, quality control, testing and more.
In addition to the Concrete Polishing Luncheon and Forum, World of Concrete offered two other luncheons: the Quality in Slabs Luncheon and the Women in Concrete Luncheon and Forum. Industry leaders discussed job growth at the Women in Concrete Luncheon while the Quality in Slabs Luncheon focused on defining quality in slabs beyond just
flatness and levelness.
Unique to WOC is the outdoor exhibits and demonstration area with the chance to see equipment and technology in action. This high-energy, high-impact area allowed attendees to test products under real jobsite conditions, giving them the knowledge they need to make educated purchasing decisions. Construction pros were able to preview and test the latest products, such as trucks, cranes, decorative concrete, surface preparation equipment, walk-behind power trowels and shot blasters.
“We are here to see the new equipment. It’s great to be able to go outside and actually test it. It helps us with our buying process,” said attendee Cliff Mayo of Mayo Concrete in Grand Junction, Colo.
New to WOC 2012, the Case Triple Threat Rodeo National Championship featured 60 finalists vying for a $110,000 prize. Attendees watched the finalists compete with Case’s latest models on the same course for prizes and gifts from Case Construction.
NCA_RETAIL_AD_May_2012_copy.pdf 1 12-05-14 2:39 PM
over 50,000 professional registrants attended, making World of concrete easily North america’s largest show for the concrete industry.
The Sasquatch Challenge matched attendees’ skills against the Jack Links Sasquatch in the new D Series miniexcavator. The fastest time won a custom parts locker filled with $1,000 in Jack Links jerky. In the Ram Truck Zone, attendees got into the seat of the newest 2012 model Ram worksite trucks. Octavio Miranda, of Ancaster, Ont., was named the Case Triple Threat Rodeo North American Champion and won a 2012 Ram 2500 truck for himself and a new Case TR270 compact track loader and a Towmaster trailer for his sponsoring company, L.M. Enterprises. Owner/operator Allan Long, of Summerhill, Penn., placed second and won a US$5,000 CNH Capital rewards card. Lloyd Lesher of Casper, Wyo., took third place, and received US$1,250 in cash for himself and a US$2,500 CNH Capital Card for his sponsoring company, Andreehunt Construction. First-, secondand third-place finishers also received custom belt buckles recognizing their performance.
World of Concrete provided attendees a world-class Education Program sponsored by White Cap Construction Supply with expert-led seminars, packed with leadingedge advice on how to reduce costs, improve profits and save time. “In addition to the show floor, I go to a few seminars. The information presented is very helpful to keep our business competitive. I get exactly what I come here for,” said attendee Mike Wisniewski of Eau Claire, Wis.
The Product Showcase gave attendees an opportunity to be among the first to see the latest industry products and technologies. “This is where you come to get exposure with the right buyers. I’ve generated a lot of leads through World of Concrete,” said exhibitor Jan Marcus of Chicago Pneumatic in Independence, Ohio.
Those with a love of history joined the Hoover Dam Bypass Editorial Tours to learn about the project’s challenges as well
as the admixtures used in the project’s mix designs.
Concrete Industry Management held its annual unreserved silent and live auctions at WOC with all proceeds benefiting the CIM Program. The silent and live auctions raised a total of $617,750, a record amount to support the education program. The live auction attracted more than 400 onsite and online bidders from around the world and raised $558,000, surpassing the annual auction’s previous record by more than $185,000.
The 10th Annual Most Innovative Products Contest showcased the best
Look ING AHEAD: WoRLD of CoNCRETE 2013
Las Vegas Convention Centre, Las Vegas, Nev.
Exhibits - Feb. 5 - 8
Seminars - Feb. 4 - 8 www.worldofconcrete.com
Hotel booking through World of Concrete housing available online or at 1-800-221-3531 or 1-212-532-1660 from 9:00 a.m. - 7:00 p.m. ET, Monday to Friday.
new products of 2012. Attendees browsed product entries at participating exhibitors’ booths and cast their votes at the show or online to determine the most innovative product of the year.
Exhibitor Clark Workman of Rebar Machine Sales and Service in Las Vegas, Nev., said World of Concrete is vital to his company. “It’s the place to be and show your face. It’s also good for customers to come up and talk to us directly. They can ask the people behind the equipment more in-depth questions,” he said.
World of Concrete 2012 debuted its mobile app this year to positive response from exhibitors and attendees. The free app allowed attendees to quickly find exhibitors, seminars and events, speaker information and more from iPhones, iPads, Androids and BlackBerry devices. Users were also able to connect to WOC Facebook and Twitter feeds, hotel and transportation options, and local restaurants and bars.
To honour hardworking crews in the
World of concrete featured numerous outdoor exhibition and demonstration areas where attendees could try out products for themselves.
I NDUSTRY E v ENT
construction industry, World of Concrete created the Crews That Rock contest sponsored by BASF. Crews submitted stories and photos of their inspiring projects from the past year. On Dec. 19, 2011, first place was awarded to Southwest Tech Bricklaying and Masonry program, of Fennimore, Wis., for the Memory Walk at the Grant Regional Health Center Foundation. Second place was awarded to Stark Excavating of Champaign, Ill., for
the company’s pour project at the Kirby Hospital Medical Center and Carle Clinic. Impressions Concrete, of Ottawa, Ont., was named the third place winner for the company’s assistance to families that were victims of fraudulent contractors. All winners received an airline credit and room nights in a Las Vegas hotel during WOC 2012, seminars and a bag of WOC/ BASF swag. They also were honored at the show in the BASF booth. CRS
EvENtS
June 5
CRA Alberta Golf Tournament Red Deer, Alta. 8www.crarental.org
June 14
CRA Saskatchewan Golf Tournament Elbow, Sask. 8www.crarental.org
June 14
CRA B.C. General Meeting Salmon Arm, B.C. 8www.crarental.org
Aug. 21
CRA Quebec Golf Tournament Laval, Que. 8www.crarental.org
August 23
CRA Manitoba Golf Tournament Winnipeg, Man. 8www.crarental.org
Sept. 11
CRA Ontario Golf Tournament Orillia, Ont. 8www.crarental.org
Sept. 14
CRA B.C. Golf Tournament Richmond, B.C. 8www.crarental.org
Sept. 25-26
Propane Heater Certification Course Abbotsford, B.C. 8www.crarental.org
2013
Jan. 11-13
CRA B.C. Regional Trade Show Langley, B.C. 8www.crarental.org
Feb. 5-8
World of Concrete Las Vegas, Nev. 8www.worldofconcrete.com
By Patrick Flannery
PR odu Ct SH o WC a SE
Equ IPMENT-Mou NTED DRILLS
E-Z Drill
8www.ezdrill.com
E-Z Drill has introduced its Model 210 equipmentmounted concrete drill attachment series.
Consisting of three models –the three-gang Model 210-3 EQ MT, the four-gang Model
210-4 EQ MT and the fivegang Model 210-5 EQ MT –the series is compatible with most models of backhoe and excavator. The pneumatic drills offer specially designed features for maximum productivity and reduced maintenance, making them ideal for full-depth road repair and patching projects. A user-friendly, easily accessible control panel is mounted on the drill to provide convenient operation from the ground. The units are capable of drilling 5/8- to 2 ½-inchdiameter holes, at a depth of 18 inches. Each individual
drill motor requires a minimum of 100 cubic feet per minute air flow for operation, with a minimum of 300 cubic feet per minute required to power the smallest unit in the series, the three-gang Model 210-3 EQ MT. To reduce air compressor requirements, an optional 120-gallon air tank is available.
Designed for quick, precise drill positioning, the 210 EQ MT drills feature a sideshift control. In contrast to similar equipment-mounted drills, the carrier operator is not required to position the unit in the exact drilling
location. The drill must simply be placed in close proximity to the specified drilling area, then can be quickly and easily adjusted to the target location with a toggle switch found on the control panel.
The side-shift feature further enhances productivity by allowing a second set of holes to be drilled without the need to move the drill, backhoe or excavator, provided holes are specified on 12-inch centres. Simply set the drill spacing at 24 inches, drill one set of holes and engage the sideshift. The unit will quickly
and precisely move 12 inches to drill the second set, all without repositioning the drill or carrier. Drill spacing is adjustable up to 24 inches, and the drills offer lateral travel up to 14 inches.
To reduce operator effort and increase hole-drilling speed, the drills feature a floating bucket curl pin. By providing the pin with a small range of motion, the drill automatically levels itself, eliminating the tedious and time-consuming process of manually levelling and positioning the drill with each movement.
For added convenience and productivity, the 210 EQ MT drills feature 360-degree rotation, which allows quick repositioning for drilling within the same patch. To enhance operator safety, the rotating feature includes a safety swivel lock. With the simple flip of a switch, the lock is activated and the drill is secured into place, ensuring safe transport and preventing potential harm to the operator.
A number of features have been incorporated into the 210 EQ MT drills to enhance durability and extend service life. Multi-point oil injection allows each drill to be lubricated individually from a single reservoir, ensuring each drill always has the proper amount of oil. This reduces wear on the motor and is more effective than a central oiling system, which doesn’t offer individual lubrication points. An automatic drill shut-off further extends individual drill life by preventing dryfiring.
The 210 EQ MT drills offer extra height adjustment, providing access to the centre of a slab, even
in extreme asphalt overlay conditions. To offer a complete system, a full line of drill bits and drill steel is available.
CoMPACT S u R fACE GRINDER
General Equipment 8www.generalequip.com
General Equipment Company’s DG7 surface grinder harnesses the performance of a professional-duty, high-speed surface grinder in a small, ergonomic design. From professional contractors to do-it-yourselfers, the DG7 is a popular choice for concrete grinding and polishing jobs because of the machine’s versatility and ease of operation. It also allows the operator to work in an upright position, reducing the lower back pain and overall fatigue associated with operating grinders.
The DG7 is powered by a 2,300-watt, high-speed grinder, which can use a wide variety of seven-inch diamond segment discs to perform many types of concrete grinding and surface preparation applications. To aid in producing a level surface, dual gas shocks are incorporated to dampen the grinder’s recoil. The DG7 can also handle small concrete polishing jobs when used with General Equipment’s Pro Polish attachments. Transporting the DG7
is as easy as operating it, since the machine weighs just 55 pounds. The small size also allows it to fit in the trunk or back seat of compact vehicles. It can even be disassembled if needed to further reduce size for transport.
Other features include an ergonomic handle, which allows the machine to be operated from either side. The handle’s height adjustment provides additional operator comfort. The DG7 also includes fullswivel, non-marking caster wheels and a 2-1/4-inch diameter vacuum connection port for applications that require dust control.
In addition to the DG7, General Equipment offers a full line of single- and dual-head surface grinders. They are available with electric, gasoline or propane power sources, and multiple attachments can be used to accommodate many surface preparation or concrete polishing applications.
Equipement GAP
8www.phxindustries.com
Equipement GAP has recently introduced its new PHX21. Made entirely in Quebec, the PHX21 can be used for such concrete floor preparation applications as glue and paint removal. Designed to be the easiest to use and maintain on the market, the PHX21 weighs 360 pounds and works on 220-volt, single-phase, 30-amp power. Abrasive tools are used on its three heads
to grind the concrete for an approximate production rate of 1,000 square feet per hour. This grinder is dust-free if used with the PHXVAC 110, an industrial vacuum.
S LAb REMoVAL MADE EASy
Paladin Construction Group
8www.paladinconstructiongroup.com
The FFC Concrete Claw manufactured by Paladin Construction Group attaches to skid steers, compact track loaders and wheel loaders to provide clean, quick and efficient methods of sidewalk, driveway or construction-site concrete removal. It offers more productive operation with its lower profile and low mounting height, allowing material transfer even with boom or loader arm supports. Easily replaceable teeth with 1.5-inch-wide shanks decrease downtime. These replaceable teeth are securely fastened with rubberized flex pins and allow the operator to easily slide the claw under concrete slabs, lift and load them. Shanks and end plates made with high-strength T-1 steel and a one-inch by eight-inch wear-resistant steel tapered cutting edge enhance durability. The FFC Concrete Claw weighs approximately 575 pounds and has a working width of 24 inches to provide easy transportation and disposal of heavy concrete slabs. It has a rated capacity on machines that have up to 32,000-pound operating weight and/or 10,000-pound lift capacity.
Su ITAb LE foR GLu E AND PAINT REMoVAL
CONCRETE SHOWCASE
S MALLEST RIDE-oN TRoWEL
mbW
8www.mbw.com
As the trend in riding trowels has moved from big to ever bigger machines, MBW has introduced the MK8-75H as the world’s smallest riding trowel. The 468-pound Lowrider features twin 30-inch rotors, a Honda GX390 engine and an edger system for finishing nearly flush to walls. It can be equipped with finish or combo blades and float pans. The lightweight MK8-75H can be placed on concrete sooner than heavier machines and manoeuvres in tighter quarters including passing through 32-inch doorways. The MK875H is extremely responsive and features synchronized steering. It is a labour-saver wherever used instead of multiple walk-behind trowels and is complementary to larger ride-ons for edging work and getting into tight areas. The MK8-75H features three rollers on its front guard ring enabling the machine to finish within approximately ¼ inch of a wall. It can be transported in the bed of a typical pick-up truck.
PATENT-PENDING
f EATu RES
Wacker Neuson
8www.wackerneuson.com
Wacker Neuson’s new
professional ride-on trowel offers three patent-pending features that concrete contractors will welcome. The new CRT 60-66K, combines the high performance of a hydraulic drive unit with a patent-pending two-mode electro-hydraulic steering system, an engine power regulation system and a builtin hydraulic wheel kit, plus other unique features designed to make this new unit a real industry standout.
The CRT 60-66K, 60-inch ride-on trowel is the one of the first in the industry to combine fully hydraulic drive performance with a power steering system that makes operation more comfortable and the trowel more responsive to the operator’s commands. The patent-pending two-mode power steering system allows operators to select the response of the joysticks to meet their preferences and best suit the concrete conditions. Steering mode One is more comfortable for the operator who tends to use full range movements of the joysticks. In this mode, the steering response is filtered to reduce the effects of exaggerated operator input. Mode Two is designed for the operator who uses smaller, more delicate movements with the joysticks, guaranteeing a more direct joystick behaviour.
Sometimes innovative design concepts are not outwardly apparent to the user, as is the case with Wacker Neuson’s new engine power regulation system. As with an automatic transmission on a car, this patent-pending feature uses a computer controller to constantly monitor engine speed and adjust hydraulic load. It is designed to keep the unit running seamlessly at optimal engine and blade
speed for maximum power input to the concrete. P
8www.edcoinc.com
EDCO has introduced its new propane-powered version of its Contrx Systems concrete polishing machine. Using standard propane gas, this machine polishes residential and smaller commercial concrete floors without using
electrical cords. Standard system features of this durable machine include quick-change accessories, a densifier and helpful customer support. With proven designs and compact dimensions Contrx polishers are designed to be more versatile and affordable, and require less maintenance than planetary polishers. All Contrx machines are manufactured in the USA
The Allen HDX 750 is a new all-hydraulic-powered riding trowel. Packed with the punch of a 74 horsepower Kubota turbo diesel, the HDX 750 is designed to be one of the most powerful and dependable riders on the market today. The low weight-to-horsepower ratio and reliable hydraulic components (including a patented automatic loadsensing device) ensures peak “on the concrete” performance. The HDX 750 is the newest in the series of Hydra-Drive Extreme (HDX) Allen riders.
Allen HDX 750 riding trowel standard features include Generation III all-hydraulic-proportional joystick power steering. The lights, key switch,
tachometer and 12-volt charger are all in one convenient location. The seat and arm rests are adjustable. There are independent hydraulic blade pitch controls in each joystick. Six lights are located on the front, sides and back of the trowel. It comes with raised foot pedals for operator comfort and a powered spray system for retardant application. There is even a built-in cup holder and hand trowel holder.
The HDX 750 features 60-inch-diameter, sixbladed rotors for uniform blade and pan coverage. The steps are removable for easy blade access. Optional dolly jack transport wheels are available for moving the rider on the job site.
G EORGE ’ S C ORNER
great expectations or not
by George Olah
it seems almost everything in life is about expectations. For instance, purchase a pickup truck and you expect to be able to carry equipment. Install a trailer hitch on it and you expect your truck to pull the trailer. Simple enough, you think. Except that these expectations can be based on assumptions and misplaced perceptions. A pickup truck cannot carry 18 skids like a 53-foot-long trailer can. Then again, it doesn’t cost the same either.
As a rental company, how many times have you had a customer bring back a rental product complaining it didn’t do the job they rented it for? The customer blames the product for poor performance. Worse yet, they blame the rental company for providing faulty equipment. All this occurs because of a misunderstanding as to what the equipment is capable of doing. So now you have a customer who is upset because he couldn’t complete his task. And you have put yourself in the position of having to justify why you still have to charge him for the rental product, knowing that he may walk away from your store. Not to mention that you will try to rent him another product to do that job and probably at a higher price. Or you may have to give him that more expensive equipment at a lower price just to keep him as a customer. Well, maybe.
It is absolutely essential for rental staff to quiz customers, even old ones, about what and how they are going to use the equipment. Qualify your customer not only as to his financial well-being but also for his product knowledge and expectations. This will help to obviate many potential future issues regarding perceived equipment performance and even breakdown. Don’t promise the customer something that the equipment is not capable of performing.
If your renter needs to haul large amounts of concrete or fill, make sure you know what his job is all about. Sure, a motorized 16-cubicfoot concrete dumper can haul more than a conventional six-cubic-foot wheelbarrow but it is no substitute for a 33-cubic-foot concrete buggy that can do the job more quickly and without straining the equipment beyond its
design limits. Remember, it’s not about the money, it’s about the utility and completing a task safely, quickly and without any breakdowns. Neither side wants breakdowns. There is no profit in that for anyone.
For those of you in the temporary construction heat rental business, how many times have you had a customer come back to you complaining that the 150,000 BTU heater he rented from you was a piece of junk because it couldn’t heat 10,000 square feet of building space? Was it his fault? Was it yours for not asking him if he used such heaters for particular applications like that? Or did you forget to ask him if he was properly trained to use such an appliance? You can’t always let a customer rent on a dollars per BTU basis. Most customers think they know budgets but they don’t necessarily know equipment limitations.
Customers, both regulars and walk-ins, rely on rental companies to provide the right advice, even if you must have friendly but necessary arguments with them on what to rent. Don’t assume anything. Don’t let arrogance get in the way. Most guys will not naturally ask for directions or advice – ask any wife if you don’t believe me.
Good customer service and relationships are founded on sharing information. In order to share information you must communicate with each other. Neither the customer nor you as the rental provider has the ability to read minds even if you have the latest iPad3 or BlackBerry 9900.
Drop the dumb male pride. Both sides must be willing to discuss what they don’t know. As for me, if I don’t know the limitations of any specific piece of equipment in my inventory I am not shy or ashamed to call the manufacturer directly and get the right advice. I want to make certain that I give my customer the best and latest information possible to complete his work on time and on budget. Not only is this good business sense but it is the key to the safe use and performance of equipment.
As a rental operator always expect the unexpected. CRS
This is BIG!
Meet the industry’s most innovative hydraulic trowel. It’s BIG in size and BIG on innovation. Wacker Neuson’s new 10-foot hydraulic ride-on trowel provides finishers with a new experience in professional finishing. When you combine fully hydraulic drive with patented two mode electric-hydraulic steering, you get a rider that is serious about operator control and high performance finishing.
www.wackerneuson.com
