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4
EDITORIAL
There’s still an appetite for old fashioned face-to-face interaction.
20 SAY IT WITH PICTURES
Event CAD software can power both sales and logistics.
12 PRESIDENT’S MESSAGE
Networking is a key benefit of CRA membership. by Hank McInnis
6
INDUSTRY NEWS
B.C. show report, Walter Sellick passes, new rules for forklifts, Jay Leno to appear at ARA...
26 PARTY PRODUCT SHOWCASE
Table skirts, tower heaters, security fence, stake covers and more...
18 AT YOUR SERVICE The Four Ps of purchasing. by Russ Dantu
14 UNSTOPPABLE
The twists and turns of fortune have all led to growth for A&B Party Rentals.
28 2017 TRUCK KING CHALLENGE
We pick the best of the best out of this year’s pickup crop.
30
SAFETY FIRST AND LAST
Working in confined spaces can lead to tragedy. by Jeff Thorne
Bridging the digital divide
My daughter is 15, which means her default location is in her room with the door closed and earbuds in. Calling her for dinner, or for any other reason, is a challenge even to my abilities to project my voice – keeping in mind that I’m told I can be heard all over our office when I’m not careful to keep it down. So rather than turn our house into an auditory facsimile of a stock exchange floor, my wife and I have taken to texting her when it’s time to come downstairs. Yes, it’s come to that. Teenagers are now easier to communicate with electronically than verbally, even when they are only 30 feet away.
Stories like this have created a concern among some of us who remember when the Walkman was a startling innovation in mobile entertainment. To wit, we worry if the younger generation is losing the ability to interact face-to-face; to present themselves in public and engage in a conversation using their mouths instead of keyboards and their faces instead of emojis. Voice calls are already viewed by millennials and younger as almost rude intrusions into someone’s personal space and time, requiring far too much investment of attention and effort to be appropriate in anything less than an emergency. Emails are viewed the way letter-writing was in the pre-Internet era: reserved for longer and more serious communications that should become part of a record. Are we approaching a state
person online at canadianrentalservice.com today.
by Patrick Flannery
where people keep track of each other with GPS-linked software and communicate from distant rooms linked only by digital messages beamed instantly via satellite?
It looks like a funny thing has happened on the way to this electronically enabled Armageddon of personal interaction. Events and physical get-togethers are more popular than ever, and getting more popular all the time. I posted a video recently of a Christmas celebration that WestJet threw for the residents of Fort McMurray, Alta., (several Alberta rental companies were involved). The ultimate purpose of the event was to produce the video and promote WestJet, of course, but the choice of how to do that is the interesting part. Getting people together for something is probably the most popular and trendy marketing tool around right now. Take it from someone who depends on media sales for a living: nothing sells like events.
But the events have to be done right. WestJet certainly did, with a massive splash complete with a huge tent shaped like an airport hanger and gifts dropping from parachutes out of the night sky. (I was mildly scandalized by the Santa in a WestJet blue suit instead of the traditional red, but I guess he who pays the piper gets to call the tune). Few have WestJet’s marketing budget, but any event can attract a lot of buzz and generate positive feelings in the target audience with some attention to flair, creativity and the audience’s real interests.
That’s where you come in. This is our annual issue for the party and event side of the Canadian rental industry, so our cover profile is on A&B Rentals, an event store in Vancouver with a great story to tell. Also, you’ll find great new party supplies on page 26. We hope you’ll find something that helps you put on the next great event for your customers.
It is a great time to be in the event rentals sector. After all, it looks like you are on the crest of a wave bringing people back together across the digital divide. CRS
DUO.
NEW RENTAL LEADERSHIP FOR FINNING
Jordan Reber has been appointed to the position of senior vice-president of rental and used equipment for Finning Canada. In the role, he will be a key member of the executive management team and provide strategic direction and leadership to all of Finning Canada’s rental businesses including The Cat Rental Store. Reber brings a wealth of knowledge and experience in the rental industry and in leading significant transformative change in companies to this position. His demonstrated experience in the rental industry, including his role as a senior executive at the Hertz Corporation and his most recent experience working on industrial mergers and acquisitions in a mid-market private equity firm will be a definite asset to Finning Canada’s rental business. Reber is a United States Marine Corps veteran and holds a bachelor’s degree from the University of Maryland and a master’s degree from the McCombs School of Business at The University of Texas in Austin. He has also completed advanced studies at IMD Business School in Lausanne, Switzerland and holds a Six Sigma greenbelt.
ONTARIO CONFERENCE TO ADD SPECIAL SECTION FOR EVENT RENTALS
The Ontario Canadian Rental Association will make a special effort to include attendees from the party and event rental sector at its Conference and Product Expo March 22 in Guelph, Ont. According to Gord Ellis of Cavalier Industries, associate director, the afternoon tabletop showcase will include a Party and Event Wall of Fame featuring suppliers to the party and event industry all along one side of the expo. “We have a strong mandate to attract more event rental membership,” Ellis says. “We want to break down that wall between equipment and event rentals and bring the groups together.”
B.C. KICKS OFF THE SHOW SEASON
Beautiful Surrey, B.C., hosted the Canadian Rental Association on Jan. 20 and 21 for its annual regional trade show. Attendance was strong for this two-day event showcasing 45 exhibiting companies in 70 booths. The doors opened on Friday afternoon and attendees were able to kick tires on equipment as quite a number of exhibitors had iron on their booths.
The $1,000 Rental Bucks draw for Friday was won by P.G. Rental Centre in Prince George, B.C. Also coming up as a big winner was M.J. Hutton from Doosan Canada who took home $750 in the 50/50 draw. There was a buffet supper on the show floor and the show shut down at 9:00 although rumour has it that the rental discussions extended well into Saturday morning at one of the local pubs. The next morning the trade show ran from 10:00 until 3:00. The Rental Bucks winner for Saturday was Star Rentals in Langley, B.C. Canadian Rental Service magazine spoke with first time B.C. exhibitor Jim Boddez of Five Bo who was impressed with the steady traffic at the show. He was quite pleased to be able to write up some new business as well. Alan Galka, representing Weber MT, commented that the hospitality is always great at the B.C. show and he appreciates that it is always warmer than the rest of Canada. Galka enjoys meeting with his loyal customers who are always interested in learning more about the products that he displays at the show. Peter Birch, manager of Active Rent-All in Quesnel, B.C., commented that he comes to the show so that he can put his hands on the new equipment and see exactly what the product is all about. He also appreciates putting a face to the name that he speaks with on the telephone and enjoys rubbing shoulders with other rental operators that come to the event. The event concluded on Saturday evening with over 160 in attendance at the gala banquet back at the hotel. The next event on the CRA trade show circuit will be the Atlantic show in Moncton, N.B., Feb. 17 and 18.
LENO TO PROVIDE KEYNOTE AT THE RENTAL SHOW
The American Rental Association says attendees can expect an entertaining and inspiring keynote session with this year’s speaker, Jay Leno. An acclaimed late-night TV show host, stand-up comedian, children’s book author, corporate speaker, TV and movie voiceover artist, car builder/mechanic and philanthropist, Leno is widely characterized as “the hardestworking man in show business.” This session also will include the induction ceremony for the ARA Rental Hall of Fame. ARA will recognize the passing of the gavel from president Roger Vajgrt to the incoming president, Mark Gilbertson. In addition, ARA leadership will provide the association’s industry outlook. Leno was a staple of late night TV for more than 20 years. After serving as the exclusive guest host for “The Tonight Show Starring Johnny Carson” beginning in September 1987, he took over “Tonight Show” hosting duties in 1992. He quickly took his show to the top of the ratings. He retired from “The Tonight Show” in 2014.
SELLICK EQUIPMENT FOUNDER PASSES
Walter Sellick, founder of Sellick Equipment in Harrow, Ont., has died. He was 98. Sellick Equipment has manufactured rough terrain forklifts near Windsor for 47 years. The company is run today by Walter’s twin sons, Howard and David.
Official obituary:
It is with great sadness that we announce the passing of a loving father, grandfather and great grandfather at the age 98 years on January 10, 2017. Born August 28, 1918. Loving husband of the late Donalda (Donna) (Crow) April 19, 2010. Loving father of Howard (Ruth), David (Susan), Heather (Rob). Fondly remembered by his grandchildren Alexandra, Colin (Cheryl), Chad (Brenda), Girard (Julie), Adam (Kirsten), Colleen, Jason (Tiana), Brooke and great grandchildren Cooper, Chase, Quinn, Ivy and Rowen. Predeceased by his brothers Alvin and Alfred. Also remembered by many nieces and nephews. Walter was the founder of Sellick Equipment Limited in Harrow. Walter served in the RCAF for 5 years from 1941-1946. He was an avid pilot and a member of several flying organizations. Walter was a life member of the RCLB #338, Harrow Rotary, former Mayor of Harrow and former member of the Harrow and Colchester South Fire Dept., former chairman of the board and trustee of the Harrow and Colchester South School Board and an active member of St. Andrew’s Anglican Church.
LESSONS FROM KESWICK FIRE: BEWARE OF RACOONS
The Keswick, Ont., location of York Region Equipment Centre suffered a fire on Jan. 26 that destroyed the building. No one was hurt. No final determination of the cause of the fire has been established, but owner Shawn Knight says investigators suspect a frayed – possibly chewed – extension cord. Store employees had trapped and removed a racoon from the building earlier that same day.
Knight and his team were able to remove most explosive materials from the building before the fire reached them. News reports of explosions in the fire were due to bursting tires, Knight says.
The Keswick location’s business has been shifted to York’s Markham location until a temporary shelter and yard can be set up. Calls to the Keswick number are being forwarded to Markham. Rebuilding plans are already underway, with Knight anticipating being able to open in Keswisk with a new facility in a year to 18 months.
“We’ve received a gazillion calls from just everyone offering help,” a remarkably good-humoured Knight reports. “Customers, vendors, other rental stores...even some customers that owe us money coming out of the woodwork and offering to pay their bills.”
Keswick posted the following message on its Facebook page:
Our Keswick location had a large fire yesterday which has destroyed the building, fortunately everyone is okay. We would like to say a big thank you to all of the Fire Fighters and emergency response crews that showed up, they are truly amazing. Also a big thank you to the Petro Canada across the street that gave the staff and emergency response teams shelter, food, and coffee. We are so appreciative of the support that we have received from the entire community. As of now our phone lines are down, we are working on getting them forwarded. In the meantime, if there is anything that you need please call us at our Markham Location 888-4760855. If you had equipment in the shop or placed a deposit on an order someone will be in contact with you next week.
Feb. 26 - March 1
The Rental Show Orlando, Fla. threntalshow.com
March 7 - 11
ConExpo/Con-Agg Las Vegas, Nev. conexpoconagg.com
March 11
CRA Prairie Show Edmonton, Alta. crarental.org
March 22
CRA Ontario Conference and Product Expo Guelph, Ont. craontario.org
March 28 - 29
Quebexpo Drummondville, Que. crarental.org
April 4
IPAF Summit London, U.K. iapa-summit.info
April 6 - 7
National Heavy Equipment Show Mississauga, Ont. nhes.ca
June 21 - 23
Canada’s Farm Progress Show Regina, Sask. myfarmshow.com
2018
March 6 - 7
Canadian Rental Mart Toronto, Ont. canadianrentalmart.com
INDUSTRY NEWS
NORTH AMERICAN FORKLIFT STANDARDS UPDATED
In May 2016, the U.S. safety standard for rough terrain forklifts, ANSI/ITSDF B56.6, was revised. As this standard is also referenced in the Canadian standard CSA B335, effectively this revision affects all North American manufacturers, owners, users and operators of rough terrain forklifts. It becomes effective on May 20.
Section 5.15 – Elevating Personnel (User)
This section underwent a major revision. The standard now calls for users to only use platforms if approved by the forklift manufacturer. They must not exceed the load capacity chart or the capacity shown on the information plate. There are now more user and operator requirements for platforms equipped with controls. A means of communication between the platform occupant and the forklift operator must be provided, and fall arrest gear may be required.
Section 6.2 – General (Operator)
This section also underwent a major revision. A preoperation inspection is now required, as well as an initial worksite hazard assessment and continuous monitoring for hazards. Operators must maintain minimum clearance from energized powerlines.
Section 8.24 – Personnel Work Platforms (Manufacturer)
This section has been completely rewritten to help align with the same performance criteria in the ISO 16368 aerial lift standard. Some of the major changes for the design of the work platforms include a structural safety factor added for non-ductile materials. Steps or a ladder are now required if the distance from the ground to the work platform exceeds 16 inches. Minimum toe board height is now six inches but may be reduced to four inches at the entry points. If gates are provided they need to open inward and have a positive self-latching mechanism. Each guardrail and midrail needs to be able to withstand a 225-pound load in any direction without permanent deformation. Fall protection anchorages are now required and each shall withstand a static load of 3,600 pounds for each person allowed to connect simultaneously, without reaching its ultimate strength. A weather-resistant compartment for storing the manufacturer’s work platform manuals and instructions is now required. Load charts are now required for the work platform and rough terrain truck combination. More defined requirements have been provided for work platforms equipped with controls along with new marking requirements. New stability requirements have been added for the work platform/rough terrain truck combination, including an arresting fall simulation. This standard is available free of charge through itsdf.org.
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DUAL CAPACITY RATING OF 750/500LBS (227/340 kg)
SJ85AJ LAUNCH READY!
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Launching the newest addition to its growing boom lineup, the SJ85AJ Articulating Boom fills out Skyjack’s offering in the core 40’, 60’ and 80’ boom classes.
Like all Skyjack booms, the new SJ85AJ is engineered with simple reliability in mind.
FOR MORE INFORMATION VISIT WWW.SKYJACK.COM
A SOCIAL BUSINESS
Event rental companies can find opportunity at CRA gatherings.
by HANK MCINNIS
By now I hope you have read my piece in the February issue of Canadian Rental Service and have come to realize that I am all about the Canadian Rental Association benefits. As this is the party and event issue, I took some time to learn a little about that side of the business. Being an equipment guy, I knew nothing of the party and event business and after reading this you may say and I still don’t.
First, I have a question for the non-CRA members. Why not? Is it because of the cost? If so, and you attended the American Rental Association Rental Show and took advantage of the early booking special, you would have paid $279 per person. As a CRA member, you would have paid $99 per person and had a savings of $180 per person. You could have taken that savings, signed up for the CRA insurance program, collected your rebate and then your membership would probably have been free.
The ARA Rental Show offers many things for everyone in the rental industry. Specific to the party and event business is Events and Tents, a full day program that features industry experts presenting event-rental focused seminars. This popular event sells out every year. They have party and event town hall discussions and many other educational sessions. Probably the most popular item is the ARA’s Certified Event Rental Professional (CERP) program, as more event rental owners seek their CERP designation to distinguish themselves from the competition.
Do not forget to take in your local shows and events also. While I was investigating the party and event industry I discovered there is some crossover with the tool rental suppliers. These suppliers attend most of the local shows. These shows are the best places to get deals on heaters, lights, generators or barbecues. By attending these shows or the social events you will have the opportunity to network with rental people and suppliers from all divisions of the rental industry.
A few years ago, Jeff Campbell told me one of the greatest benefits of joining the CRA and going to the events is finding new friends. I have found this to be very true. In our industry, friendships can have a very positive effect on our businesses. As a party and event company, you may not want to invest in heaters, lights and other expensive equipment. That is where these friendships come into play. Give that person you met a call and do a re-rent. Then again, it seems that as some event rental locations grow and start to do larger events they need to find someone who can supply the things they need, creating opportunities for construction and general tool locations in the same area. We also know that as rental companies we often get a phone call looking for items that don’t fall into our inventory. That’s when you can call this new-found friend or they can call you.
One other thing I discovered in my quest to learn about the party and event business is that it is very trendy. You always need to keep up with what is the popular fabric colour or “Should my plates be round or square?” and numerous other things. In the equipment business all I need to worry about are things like “Will it dig a hole?” Well, what a better way to keep up with these changing trends than to spend time with your peers or suppliers at a social event. We all know that what is popular in one part of the country will eventually make it our way, so why not get that heads-up from another rental operator or supplier. I recently attended an ARA event and during the social event I was sitting with some party people and the conversation turned to chairs. I was surprised at the differences there are in chairs. By the end of the conversation they had all agreed on what type of chair was best for what situation and I heard long-time party people say, “I never thought of that.” In my books that kind of information cannot be taught. So take the time to get together and take advantage of each other’s knowledge and new perspective. CRS
Hank McInnis is assistant manager at Atlantic - The CAT Rental Store in Dartmouth, N.S. He’s been working in the rental industry for 13 years.
Recognizing the next generation of the Canadian rental industry!
Canada is full of young, skilled and knowledgeable people who are driving the rental industry forward. From mechanics and store managers, sales representatives and event planners, they are the best and brightest in our industry. Join us as we celebrate the future of rental in Canada.
The Canadian Rental Service Top 10 Under 40 will recognize the achievements of the newest generation of rental industry owners and workers. Strong work ethics, leadership by example and efforts to grow the quality of our industry will be acknowledged.
WHO CAN BE NOMINATED?
Anyone who works in an equipment or event rental operation in Canada who will be under the age of 40 as of December 31, 2017.
ACROSS THE INDUSTRY, from equipment and party rental businesses to equipment suppliers and service providers, we all face a single overarching challenge – finding the next generation of innovative, dedicated talent to drive the industry forward. Join us in celebrating that talent!
UNSTOPPABLE
Adversity has only led to more success for A&B.
Since 1956, A&B Party Rentals has always been a family business. For the Sebal family, it started when Tom Sebal was a vice-president of Woodward’s stores in the 1980s.
by RICH PORAYKO
A&B’s truck fleet is more than just a way to move stuff around. With careful attention to cleanliness and logos, it forms a critical part of the store’s marketing strategy.
“When the department store chain fell on hard times, Zellers came in with their own executives and gave my father a severance package,” says Tom’s son, Daniel Sebal, company principal.
“My brother Malcom had already graduated from high school and I was just about to graduate. My dad came home and asked us if we wanted to go into business together. He said he was looking at this small company called A&B Rentals.”
“We decided to take a look at it and bought it as a family with my father’s severance package. We started with five employees, a one-ton propane cube truck and a Dodge Caravan,” says Sebal. “At the time in 1990, A&B Rentals had tool and party rental components. We sold the tool business off before we even moved in. So there we were, the four of us plus six employees working seven days a week.”
“We had a 6,000 square foot warehouse with no computer system so everything was handwritten. Inventory in and out was scribbled on a piece of graph paper in my father’s office. That was a nightmare because we were erasing orders all the time as everyone knows that customers change their minds.”
The family began to grow the business over the next 10 years. They upgraded to a three-ton
Hino with Chevy Savana cargo vans and then disaster struck.
“On January 17, 2001, I was on my first day of vacation and I looked at my phone at about four in the morning and noticed I had 14 missed calls,” recalls Sebal. “It was one of my employees Mike. He was at the warehouse with my family and there was a three-alarm fire. I’ll never forget crossing the Cambie Street Bridge, racing to work and seeing this mushroom cloud where our warehouse was. I pulled around the block and there were three ginormous firetrucks outside and flames coming out of every window.”
Because there was so much plastic in the warehouse, it made it such a hot fire even the things that didn’t burn were destroyed through smoke damage. “We lost everything. We all kind of sat back in shock and decided to regroup the next day.”
A few weeks later, the landlord whose warehouse had been destroyed purchased a new building for the Sebal family a few blocks away. “That’s when we decided to get back into the business. The insurance money was a loss. It was brutal pulling money from an insurance company for a party rental company that had so many miscellaneous items that couldn’t be
replaced anymore.”
And so A&B Party Rental began the next chapter in its long history with the move into its current 42,000-square-foot home. Substantially larger than the original location, the new building was originally a car dealership so there were a lot of renovations and cleanup to do. “We worked our tails off for 12 hours a day, seven days a week to install computers and dishwashers, rebuild inventory and rebuild trust with our previous customers,” says Sebal. “One of our suppliers, Apex Tents, set up a 40-by-60-foot canopy in the parking lot of the new building so we could accept deliveries.”
“It was the best and worst thing possible. It was something I never want to go through again. It was an immense amount of work, however our landlord was wonderful with us. We lost four months of business and we got fully back
to business six months later. We never looked back. And we didn’t lose a single client. Everyone was waiting for us to get back into business so we had a huge support network.”
“We slowly built and built and built. Today we have 49 full-time employees and supply 120 events a weekend. We have a fleet of 10 vehicles including seven three-ton and two five-ton Hinos. We’ve worked really hard to get here.”
The company’s 1,000-square-foot showroom helps set A&B apart from the competition by allowing customers to mock up table settings. “It changes weekly depending on the season and our sales team’s Pintrest accounts,” jokes Sebal. “We don’t want to get in the way of party planners who are our customers, but for the average customer who is planning an event we will offer one- to two-hour consultations for free. We do
that as an extra service which people really appreciate.”
“We avoid buying pink elephants,” laughs Sebal. “We try to only buy items that will last two or three seasons. I’ve given up buying linen because I’m very biased and so I give that duty to our sales girls now. Burlap is huge at the moment.”
In the last two years, harvest family style has also been very popular. “Bowls and platters in the middle of extra wide tables where everyone helps themselves are in,” says Sebal. “Malcom and I decided to buy 30 harvest tables with vineyard style chairs for the northern California look and those have been some of the best purchases we’ve made over the past two years.”
“Word-of-mouth is important. You’re only as good as your last party. We spend one per cent on advertising. About three or four years ago, I decided to give it to
Starting with Tom’s departure from his position from an executive with Woodward’s, the Sebal family story has been one of turning challenges into opportunities. Even a devastating fire in 2001 only strengthened their bonds with suppliers, customers and the B.C. rental community.
It’s been a story of steady growth for A&B, from a few family members and two trucks to 49 employees and a 42,000-square-foot facility. The company now handles as many as 120 events on a weekend.
our sales team and let them handle our social media. Then I realized how important it is so we hired a local social media company to handle our Facebook, Pinterest, Instagram and blog. They create such a personal aspect to it, which is what I always wanted. That has absolutely been one of our largest advertising efforts.”
The Sebal brothers know how to build their brand. “Our trucks are one of our biggest selling points because they are all exactly the same and beautifully clean. You have to have continuity. If there is a bent bumper, Malcom will get it replaced. Customers don’t want a filthy, rusty truck pulling up to their beautiful home and unloading rentals at their daughter’s wedding.”
“Twenty percent of our business is online ordering. People
still want to come in to plan a party and see the glassware, which is why we are in the location we are. We pay a little bit more rent than everybody else but location, location, location. We’re five minutes from downtown Vancouver. We will have 40 or 50 pickups in a weekend.
“Our business is seasonal. Over 50 per cent of our business from June through the end of September is weddings. Once September hits, we slowly turn into galas, hotel functions and charity fundraisers. Overall it would probably be 50/50. After 28 years, we know what is coming and it comes. We can just feel it.”
A&B has adopted an easy-on-the-earth business philosophy. “We are the original recycling business; we rent and reuse everything. All of our trucks are biodiesel. We recycle all of our cardboard. Our dishwashing system is based on high heat and not chemicals. We go through 60,000 or 70,000 drinkware bags a year and most of them on the market are not recyclable. We approached our supplier and they came up with a solution that is made from 100 per cent post-consumer waste and is also recyclable. It’s a little more expensive but it is a huge selling point for us.”
“We are very close with the Ronald McDonald House and B.C. Children’s Hospitals and donate four to five per cent per year. I have two kids so I’m a little bit biased to helping children.”
“Our parents retired about seven years ago. We hired them back because they love working here. My mom likes to look at the books and my dad enjoys talking to customers.”
“We’re doing well. I like the steady increases we’ve been making. We are at the point where we are making a good living and need to decide if we want to grow anymore or if we want to fine tune and become more efficient.”
“I don’t want to sound cliché but we are all about our staff and creating a better life for our team,” says Sebal. “We send our sales team to sommelier courses and are inspiring our staff to learn more. We have zero turnover. We have 17 dishwashers and they have all been here for over 10 years each. There has not been a turnover in our sales team in over four years. Our seasonal drivers always come back. If I help our staff, it will just come. If our staff is happy, our business is happy.” CRS
AT YOUR SERVICE
P is for profit
by Russ Dantu
Russ Dantu is a 30-year veteran of the rental industry and has been delivering workshops, seminars and keynotes on customer service for over 15 years. For more information, visit russdantu.com or email russ@russdantu.com.
Understanding the Four Ps of purchasing decisions is essential for good service.
If you want to take your customer service to the next level, it’s important to understand the “Four Ps” for any purchase to happen. They are: product, price, people and policies/ procedures.
Let’s start with product, shall we?
There is no point trying to push a customer into buying or renting your product if they are looking for something different than what you offer. What if you have a regular customer in the construction business who rents portable toilets from you for all their jobsites, but this time they want to rent the fancy trailer-type portable washrooms for a funeral on an acreage? Would you try to push the standard porta-potties on him if you didn’t carry the fancy ones? That would lead to the customer just being unhappy in the end because they didn’t have the product they wanted. What’s the best thing to do here? I say, either sub-rent them from someone who does have them, or send your customer directly over to them. If it’s a long-standing customer, they will appreciate this gesture and it will solidify your relationship even more.
How about price? Some people just want the product and will pay whatever the asking price is, no questions asked. Most people do their homework to find a reasonable price and some dig hard to get the absolute best price. Some of us pay for the convenience of shopping at stores close by. Some of us travel across the city to get the best deal (or best service) depending on the product we are looking for.
Case in point: I recently filled up at a Shell gas station. As I pulled up to the pump, the news on the radio had just said that gas prices in Calgary should be between 89 and 94 cents per litre and that if you are paying more than that, they are gouging you (these prices were in November 2016 – pretty low!). The price on the pump at the Shell station was 99 cents per litre. I shook my head but gassed up and went inside to pay. I mentioned what was just
said on the radio and the owner thanked me and said they were going to make a call and get it changed right away. I believe this owner left his prices up on purpose until someone complained because I have insider information that all owners are notified at the same time when to adjust their prices. This wasn’t the first time that they seemed to be higher than other gas stations. Be careful with your pricing. It might come back to bite you if you aren’t being competitive.
The next two Ps are the most important: people and policies/procedures. We’ll deal with them together.
Let’s face it, people like dealing with people they like. If you have employees that are rude, lack in common sense, are slow, dress poorly, smell bad (yes, this happens) or a combination of several of these, chances are you are losing customers or will be shortly. The same goes with your policies and procedures for dealing with returns or complaints. If you don’t handle customers in a fast, professional and friendly manner, please take a look and see what you can do to make changes. If your policies and procedures make it difficult for a customer to return or exchange something, they will start looking for a new supplier who is easier to deal with. Having clean, knowledgeable and friendly employees along with easy, common sense policies and procedures will ensure the customers keep coming through your doors. A simple survey may be in order to find out from your current customer base what they like and dislike about the way you do things.
Understanding the Four Ps for any purchase will help give you the edge over your competition and keep your customers happy. CRS
Upcoming Trade Shows & Events
Prairie Regional Trade Show
March 11th, 2017 at Edmonton Expo Centre, Edmonton, AB
Trade Show Giveaway! $1000 will be awarded to a member on the morning of the show this can be spent with any of the show sponsors!
Join us on March 10th for the Friday Night Social Event New Venue!!!
Chance to WIN $500 by bringing your postcard invitation to the show
Visit our website for the list of exhibitors & see who is offering Show-Only Specials
CRA Ontario Conference
March 22nd at the Holiday Inn Hotel and Conference Centre, Guelph
Join us for CRA Ontario’s banquet as the local board recognizes this year ’s awards recipients for their contributions to the Rental Industry in Ontario.
Quebexpo
March 28 & 29, 2017 at Centrexpo Cogeco, Drummondville, QC
Join us for Cocktail Hour on March 28th from 5:30 7:30 pm!
Visit our website for the list of exhibitors & see who is offering Show-Only Specials
Chance to WIN $500 by bringing your postcard invitation to the show
by PATRICK FLANNERY
SAY IT WITH PICTURES
Event CAD software can bring a space to life.
One of the most familiar and earliest applications for event software is laying out floor plans. Much of the guesswork around what can be fit into a specified space is eliminated when the software can provide an accurate map of the area and model how your tables, chairs, decor, stages and equipment will fit into it.
Even better, many popular systems can include a library of items from major manufacturers with correct sizes and heights. That takes the work out of populating a database with this information. Of course, you have to be providing that manufacturer’s items.
Planning event space is not a two-dimensional project any more. The benefit of CAD is its ability to model in three dimensions, allowing you to bring the walls, ceiling and space in between into the plan. Very useful for figuring out if certain items will be too high for an area, or if sightlines will be obstructed if a stage is too low. Angles for projection screens are particularly important to figure out in advance. Some packages include wizards that will help you evaluate what size of screen to rent and help your customers determine where to position screens for maximum visibility and impact.
Event CAD helps your sales process by rendering visuals of the space with the populated items to fire the imaginations of your customers. The area can be viewed from different angles and items can be inserted or removed, then a new image is created quickly to see what the overall effect will be. Once you’ve built a space that the customer is excited about, you can easily produce lists and reports to inform your warehouse, vendors and event planners what you need. This isn’t just about displaying tables and chairs – many packages will go right down to balloons, cakes, flowers and other small items. Does your client have some custom item they want to include in the space? One of the basic functions of CAD programs is to draw unique shapes and integrate them into the overall model. It might take a bit of time and expertise, but once mastered
RIGHT: The ability of modern CAD systems to easily create three dimensional images can be a powerful tool for planning and selling event rentals. By eliminating guesswork and saving time, stores can save money and upsell clients.
the ability to integrate custom items can open new possibilities in event design.
When designing an event space, the lighting is key to how the finished product will look. Modern CAD systems can model lighting effects, even taking into account the reflective qualities of the materials used. Got smoke? Some packages will even model these visual effects, helping customers to select the right equipment and settings for what they are trying to achieve. Another feature some systems provide will model uplighting, allowing planners to figure out what trusses they need and where to position them for the best indirect lighting effects.
Let’s say your customer is doing seating for a wedding and there are a lot of touchy considerations about who is sitting where. Event CAD systems will allow you to import guest lists and pick seating arrangements. Why would a rental store want to bother with this? That might depend on how deep you go with event planning, but sometimes the seating arrangements can lead to different decisions about what is rented and how much. Maybe crazy Uncle Louie isn’t coming after all...
You’ll want to ensure you pick a software platform that can work with other systems out there, so your event planners can bring in their designs and plug them into your system to integrate the products you rent. Ask your vendor for a list of other platforms that your platform is directly compatible with. There are also a number of standard export formats CAD systems use that will usually be supported by your platform, though sometimes with mixed results. Before buying, see how the platform handles PDF, DWG, DXG and SketchUp files that you know work well. As a rental store, you need to be able to work with a broad range of formats because you never know what the planner is going to bring in. You’ll also need to be able to work with customers sending in images. Look for software that supports Dropbox, Google Drive, OneDrive and other popular file-sharing services.
Most event planning software comes with templates containing ready-made lists of items for typical events. These can usually be customized. Building a
library of frequently used templates is a great way to simplify your sales process when talking to your customer. Just pull up the template and go down the list. Also, if you’ve created a great design theme that your past customers love, you can turn back to that template in seconds to present your customer with a ready-made idea.
Organizing rentals for a big event is all about collaboration and communication, and Cloud-based systems excel at that. When your plan is hosted on a Cloud server, anyone on your team and approved people from outside (vendors, planners, customers) can look in and update the shared information. Have the chairs been delivered? Your driver can log in and tick the box saying they have. While he’s in there he might notice the customer has indicated they are done with the carpet steamer they rented, so he can take that back with him without making another trip. On his way back, the customer realizes they need another table and logs in to add that to the plan. The warehouse supervisor sees that and has the table, chairs, settings and correct centrepieces and decor ready to go at the door when the driver arrives with the carpet steamer.
Nancy Snell of NJS Design in Clinton, Ont., says the software she uses, AllSeated, is “phenomenal.” She became aware of it when a large event co-ordinator client recommended it. “We use it as a layout tool to know if, for instance, 99 tables will fit in a space,” she says. “The automatic spacing makes it easy to
know where everything has to go while leaving room for the caterers.” Snell says NJS built up its library of “objects” – the items in its rental inventory – over time simply by creating a new object whenever something was entered into the software for the first time, then saving it. She also likes the three-dimensional capabilities of the rendering function. “You can send the customer a link and they can scroll around. It is as if you are standing in the space.”
Jill Holtsman of Hub City Display in Saskatoon, Sask., says ease of use was the primary consideration when choosing their platform, PartyCAD. “We use it sometimes when customers want to see what the space will look like, but mostly it’s for internal use for the guys. Our old program had kind of a mind of its ownthis one has saved us a lot of time.” Hub City uses the software mostly for trade shows and for laying out table and chairs at other events. “When we take calls, the person on the phone is usually not at the site,” Holtsman explains. “With the PartyCAD we can spell out the plan with a picture.” Rental stores might want to hold off on getting into PartyCAD right now, however, as the owner has announced on its website that he’s going into semi-retirement and may not be offering all the support and development he has done in the past.
Maximizing use of space and wowing customers with vivid images of their event – there no doubt event CAD software can be a powerful tool for your business. CRS
LAWN THATCHER
Mapping out space with CAD layout software is invaluable for fitting in the most people and ensuring staff can still move around.
Each year brings a new crop of fantastic products to make events glitter.
PARTY & EVENT SHOWCASE
DOUBLE-LINED FOR DURABILITY
8 nationaleventsupply.com
National Event Supply has introduced new gold metallic spandex chair sashes. Gold is still a hot colour in the special event industry. Consider investing in gold metallic spandex chair sashes to wow brides. They work well with black or white chair covers and would provide a metallic compliment to any event using gold as one of the primary theme colours. These chair sashes are 190 gramsper-square-metre spandex and double-lined for additional durability. The chair sashes come with a non-removable silver plastic buckle and are machine washable for ultimate ease of use.
HIDE UGLY POLES
8 kwikcovers.com
Rental stores can add flair to scratched and unsightly tent
poles with Kwik-Pole covers. Available for both centre and side poles, Kwik-Pole covers are easy to install and are reusable. Kwik-Pole covers are a fast and simple way to add elegance to an outdoor event. They are available in 20-, 25and 30-foot lengths for centre poles and seven- or eight-foot lengths for side poles. The covers are offered in cases of 20 for 10 poles. Ties for each cover are included. Available in white, only.
AERODYNAMIC LOOK
8 fiesta.ca
Fiesta’s new generation of tents, the Legacy Series, is now offered in 40- and 50-foot-wide sizes. With its curved lines, the Legacy Series boasts aerodynamic qualities and an innovative look that is sure to draw the eye of everyone in the industry. Combining the advantages of frame tents and
clear span structures, this product is designed to add value to anyone’s tent rental inventory and create a unique and practical hospitality area for any hotel, private club or golf course. Features include kedered roofs and walls; a curved crown connection that promotes easy installation of the roof covers by preventing the keder from snagging in the joints; rigid connectors; and a frame that assembles without any nuts or bolts. In addition, the new Legacy extrusion creates lightweight rafters and uprights which allows for erection with only a fourman crew while maintaining the structural integrity of the frame. Also recently featured on the 40- and 50-foot-wide Legacy is a 24-degree roof slope for superior water shedding and higher interior space; a bigger and sturdier frame and, last but not least, a swivel base plate to facilitate raising the arches.
ENLIGHTENED SPACES
8 Crownverity.com
Crown Verity’s Quartz Tube Tower Heater brings a new look to outdoor heating. Made to withstand all commercial applications, its strengthened stainless steel (304) construction provides the durability needed all year round. Quartz Tube tower heaters will not only provide warmth for guests, they can create an “enlightened” atmosphere as customers entertain under the stars. The heaters have a heat range of up to 10 feet in diameter. They include Piezo push-button ignition with a variable gas control valve. Quartz Tube heater are compatible with standard 20- and 30-pound propane tanks and come equipped with 304 stainless steel body construction, wire mesh and hardware. The tube is true quartz, not tempered. Other features include an aluminum frame, a larger steel reflector, a flame height adjustment control knob and wheels designed for easy mobility.
INTERCHANGEABLE PADS
8 specialeventrentals.com
Special Event Sales’ Louis XVI banquet chairs fit a hot trend in event seating, providing an atmosphere of elegance. The thick, plush seat pad, deep button-tufted backrest and ornate frame design combine to exude luxury. The chair is versatile, both modern and vintage, and can be dressed up or down to complement any design vision. Customers use the chairs for head tables at weddings, for VIP lounges, galas, and anywhere else their needs and imaginations take them. The main feature of the Louis XVI chair is the interchangeability of the chair pads, allowing rental stores to create a number of different looks by exchanging pads from one frame to the other. The frame and the pads come in four different colours: white, black, gold, and silver, as well as a stunning clear-back option. The Louis XVI chair’s frame is constructed of aluminum ensuring that the chair is strong while remaining light and easy to handle and manoeuver. The frames store densely in stacks of six, facilitating efficient transportation. The interchangeable pads are also available separately allowing stores to stock additional looks or simply replace damaged pads without the expense of an entire new chair.
THIRSTY FOR PROFITS?
8 quenchbuggy.com
Quench Buggy is a mobile drinking water station that helps events keep people safe by hydrating them with free filtered water when connected to a potable water source, or by having the tank prefilled. This service is available throughout North America with sales available around the world. Quench Buggy mobile drinking water stations have been used in emergencies, at street festivals, concerts, convention halls and even church gatherings. With three different styles of units, Quench Buggy can provide any service needed for any event.
ATTACHED BASE
8 easyfencerental.com
OutFront Portable Solutions has introduced its latest fencing product for crowd control. This item is perfect for special events, community and municipal gatherings and makes a very profitable addition to any rental store’s inventory. The fence base is attached, meaning that there are no extra parts to set up and potentially lose. Each section is easy for one person to set up and take down – reducing manpower requirements – and can be set up in a variety of configurations. Each section is eight feet wide by 43 inches high and made entirely of hot-dipped galvanized steel ensuring a long, maintenance-free life. There is an optional shipping rack available which is forklift-compatible.
best way to feel the differences between the trucks. Trucks are scored in 20 different categories. These scores are then averaged across the field of judges and converted to a percentage out of 100. Finally the “as tested” price of each vehicle is also weighted against the average price of the group (which adds or subtracts points) for the final outcome.
The route we use is called the Head River test loop. It’s a combination of public roads spread over 17 kilometres. It starts on gravel, moves to a secondary paved road and finally highway. Speed limits vary from 50 to 80 kilometres per hour and the road climbs and drops off an escapement several times giving good elevation changes. At its lowest point, it crosses the Head River twice – hence the name.
Finally, the four-wheel-drive-equipped trucks (which all our entries are) were driven on an internal off-road course built for that purpose at the IronWood test site.
This year the mid-size trucks carried a payload of 500 pounds and towed 4,000 pounds. The full-size half-tons hauled payload of 1,000 pounds and towed 6,000 pounds while the ¾-tons towed 10,000 pounds and also used 1,000 pounds for payload. We choose these loads by taking into consideration the lowest manufacturer set limits among each group of entries. The weights we use never exceed those published limits.
For the one-ton trucks we changed locations to London, Ont. Here we have access to two partners who loan us the weight and trailers necessary to test the big pickups. Patene Building Supply and IKO let us use 4,000 pounds of singles for payload, while CanAm RV Centre let us tow 15,000-pound fifth-wheel travel trailers.
MID-SIZE GROUP
Between the two mid-size trucks the Honda impressed the judges. As with anything new, it had an edge – remember, the Colorado diesel was a big splash when it debuted last year. However, it wasn’t just the new factor that pushed its score past that of the Colorado. The prior generation of Ridgeline was a niche, quirky truck that appealed to a select buyer. This time, Ridgeline has moved closer to the mainstream while retaining some of its unique characteristics. It did most everything (payload, towing, even off-road) well and still offered the most car-like ride. The judges rewarded Honda for a significant generational update. Toyota opted not to give us a Tacoma (which we did test last year) and the Nissan Frontier was also not offered – no doubt because it’s in the last year of its current cycle before a major upgrade.
• Honda Ridgeline – final score of 75.5 per cent
• Chevy Colorado - final score of 72.2 per cent
FULL-SIZE HALF-TON GROUP
The full-size half-ton category is the meat of the market. In Canada, it makes up just under 80 per cent of total pickup sales. As such, it is one of the most competitively fought-over categories among the builders and, for us at the Challenge, it’s a segment that we consider carefully every year – as in, what to test.
We asked each of the manufacturers to give us one half-ton – the one that was its best seller – in the most popular combination of body style, trim and powertrain. This way we’d test the trucks that Canadians buy most often.
Some, like the Nissan Titan, are all-new. Others, like the Chevy and Ram, are midway through their current lifecycle. Toyota chose to give us an off-road version of its Tundra: the
TRD Pro. This is the newest truck they had, not really the most often purchased. But that was their choice to enter it. As you’d expect it did really well off-road. The other entries were exactly what we asked for. The Ram emerged as the judges’ choice for best all-round half-ton. However, all the scores were close and the Chevy also did well.
Of course I have to mention what is missing from the list: Ford. The leader in half-ton Canadian truck sales chose not to compete. Despite having entered trucks in every other Truck King Challenge competition since 2006, this year they declined. No specific reason was given and while I certainly have my own theories as to why, I won’t speculate. They were invited, they said no, we continued on without them.
• Ram 1500 – final score of 79.4 per cent
• Chevy Silverado 1500 – final score of 76.7 per cent
• Nisan Titan – final score of 74.3 per cent
• Toyota Tundra – final score of 73.7 per cent
FULL-SIZE ¾-TON GROUP
In the ¾-ton category, note that each of the trucks was diesel-powered. As these are the most common big haulers being bought by Canadians we stressed them by towing 10,000 pounds of concrete. The judges made a point of saying that under load was when they really felt how the trucks behaved. The scoring here was close as each truck did well – however, the Ram 2500 with the Cummins 6.7-litre diesel did come out slightly ahead. What was more interesting was the Nissan HD tied with the HD Silverado.
The Titan XD is the lightest of the three trucks and has the lowest tow and payload limits. That is also reflected in its price, which elevated its overall score. These lower limits are not a disadvantage though. If anything, it means that the segment is growing and offering up more choices for consumers.
This was the first time we tested all new five-liter Cummins diesel V8. Meanwhile, it’s worth noting that Chevy’s veteran 6.6litre Duramax diesel will be generationally updated next year.
• Ram 2500 – final score 77.0 per cent
• Nissan Titan XD – final score 74.9 per cent
• Chevy Silverado 2500 – final score 74.9 per cent
FULL-SIZE ONE-TON GROUP
For the one-ton trucks we had a field of two – again, we missed having Ford particularly because its 2017 Super Duty trucks are all-new. However we still performed a full field of tests on the Ram 3500 and Silverado 3500. After a full day of driving, both trucks back-to-back the judges awarded the win to the Chevy Silverado 3500. Both trucks worked well. The key difference judges noted was ride-quality when towing – they preferred the Chevy.
• Chevy Silverado 3500 – final score 75.1 per cent
• Ram 3500 – final score 71.8 per cent
FUEL ECONOMY DATA
For the fourth year in a row we have contracted with MyCarma of Kitchener, Ont., to collect and translate fuel economy data during the Challenge. Using data loggers plugged into the OBD readers of each truck these results are as real-world as
MID-SIZE TRUCKS
FULL-SIZE THREE-QUARTER-TON TRUCKS
FULL-SIZE HALF-TON TRUCKS
it gets. The report gives the fuel consumption results for each condition during testing: empty runs, loaded results and even consumption while towing. The averages include each judge’s driving style, acceleration, braking and idling (we don’t shut the engines down during seat changes). Look for the results on the next page.
CONCLUSIONS
It’s worth noting that all the trucks performed well and as a group you’ll note how close all the scores are. If anything, this makes it tough for the judges to crown a winner because none of these trucks is bad. It also reflects on how fierce the
FULL-SIZE ONE-TON TRUCKS
Readers may request the literature item featured in this review. Simply contact the company directly using the phone number indicated to request their latest brochure(s).
*Comparable average removes trip segments that are not sufficiently similar between vehicles.
competition is among the truck builders. Frankly, there are few segments where the profits per unit are higher, which compels them to bring their A-game. This competition is good as it brings sharp, constant innovation. Consider Nissan; this year, it’s a virtually new player in the market while others have brought significant improvements to powertrains. These changes give buyers an ever-widening range of choices. As for electronic conveniences and luxury appointments, the variety and range of content for 2017 continues to expand unabated.
The overall winner of the 10th annual Canadian Truck King Challenge with the highest collective score of 79.4 per cent is the 2017 Hemi-powered Ram 1500. CRS
NEW RENTAL CATALOG
A new catalog of drain cleaning tools designed for the rental industry is available from General Pipe Cleaners. The catalog illustrates both rental tough power drain cleaners and professional drain cleaning equipment with automatic feeds to clear clogged drains from 1-1/4” to 10” in diameter. General manufactures a full line of drain cleaning equipment, high pressure water jets, video pipe inspection and location equipment, and pipe thawing machines. www.drainbrain.com 800-245-6300
Anatomy of a Tragedy SAFETY
by Jeff Thorne
Twitter, news outlets and newspaper headlines were resoundingly similar in wake of the tragedy that befell four individuals in Key Largo, Fla., on Jan. 16. They read, “One critically injured and three construction workers dead after drainage work accident”; “Three Florida construction workers killed on the job”; “Three dead while working in a trench in Key Largo Monday morning.” This has got to stop. These were three senseless, preventable tragedies. Three men leaving families and loved ones behind, performing what, on the surface, seemed to be a routine task.
Twenty-four-year-old Robert Wilson, 49-yearold Louis O’Keefe and 34-year-old Elway Gray had been sent out to respond to reports of a sewage backup in the neighbourhood. They noticed a dip in the newly paved road and removed a nearby manhole cover to investigate what may be causing the dip. The first man went down, then there was no response. Concerned for their co-workers wellbeing – anxious, with adrenaline pumping and heart pounding – another worker entered the 15-foot-deep hole, and then another. There was silence.
All three men had succumbed to the deadly levels of hydrogen sulphide and methane that were present in the confined space. Without following proper confined-space entry protocols, none of them ever had a chance. The reported cause of the atmospheric hazard was a year-long build-up of rotten vegetation at the bottom of a drainage ditch.
Rescue services arrived and, based on the small size of the manhole opening, the volunteer firefighter, Leonardo Moreno, made a decision to enter the space without an air supply. This costly decision resulted in Moreno immediately losing consciousness. He was rescued by another firefighter who was equipped with the proper breathing apparatus and Moreno was airlifted to a nearby hospital where he remains in critical condition. So here we have three fatalities, a volunteer firefighter in critical condition and Monroe county detectives and U.S. Occupational Health and Safety Administration (OSHA) inspectors investigating this incident.
These three workers worked for an organiza-
tion that, according to the Miami Herald “had been previously been cited by OSHA for not implementing a confined space program; lack of atmospheric testing; not posting an entry permit; lack of a proper rescue plan; and not having rescue services or equipment available on site.”
Confined spaces can be some of the most dangerous workspaces found in our jobs. In Canada, the definition of a confined space varies slightly from province to province but typically has two main components: a space that is not designed or intended for human occupancy and has an atmospheric hazard – for instance, oxygen deficiency or enrichment, flammable or explosive, toxic – that can result in adverse or harmful effects to the worker.
When a confined space is present, legislation across Canada is fairly clear as to the obligations placed upon the employer. Once a confined space has been identified, employers must ensure the hazards of the space are assessed and that the assessment takes into account any hazards that may be created based on the work performed in or around the space.
Based on the hazard assessment, a written entry plan to control identified hazards must be developed. The plan should take into account some of the key elements to a successful entry: duties of workers, ventilation and purging, atmospheric testing, methods of communication, on-site rescue procedures, personal protective equipment and procedures for working in the presence of flammable or explosive materials.
The elements of the plan should be incorporated into an entry permit that has been reviewed by the entrants and attendants and signed off by a competent supervisor or someone that is in control of the entry. Everyone needs to be trained on the contents of the plan to ensure the entry will be a safe one.
What occurred in Key Largo, Fla., in January was tragic, but believe me when I tell you it was preventable. Conducting atmospheric testing would have identified the oxygen-deficient environment and these workers, with the proper knowledge and training, would not have entered this space. These workers and their families deserved more. CRS
CLEARLY SUPERIOR...
IN PRODUCT DESIGN
The X2 Keder Frame Tent was born from a collaboration between our designers, dealers, and special event professionals. And it continues to grow with new sizes and styles to meet the needs of most clients. You asked. We listened. Your customers are overjoyed.
IN PRODUCT QUALITY
We blend state-of-the-art technology with quality materials and superior craftsmanship into every tent we make. With more than 125 years of manufacturing behind us, we stand true to our quality promise and back it with the Eureka! warranty.
IN COMMITMENT TO OUR CUSTOMERS
Our customers’ success depends on great products, great service and memorable events. We go above and beyond to make sure that happens. No exceptions.
This 40' Wide X2 with Majestic Tops was installed by Purdon’s Rental & Sales, Lexington, KY. Photos by Adam Padgett Weddings.
