CIRCULATION MANAGER I Aashish Sharma asharma@annexbusinessmedia.com 416-442-5600 ext 5206
GROUP PUBLISHER I Martin McAnulty mmcanulty@annexbusinessmeda.com
PRESIDENT & CEO I Mike Fredericks
Publication Mail Agreement #40065710.
Printed in Canada ISSN 0383-7920
email: rthava@annexbusinessmedia.com Tel: 416-442-5600 ext. 3555 Fax: 416-510-6875 or 416-442-2191
Mail: 111 Gordon Baker Rd., Suite 400, Toronto, ON M2H 3R1
Subscription Rates Canada- 1 Year $45.00 + tax U.S.A. - 1 Year $79.00
Occasionally, Canadian Rental Service will mail information on behalf of industry-related groups whose products and services we believe may be of interest to you. If you prefer not to receive this information, please contact our circulation department in any of the four ways listed above.
Annex Privacy Officer
Privacy@annexbusinessmedia.com Tel: 800-668-2374
All rights reserved. Editorial material is copyrighted. Permission to reprint may be granted on request.
Serving the Canadian rental industry for 43 years.
www.canadianrentalservice.com
4
EDITORIAL
Leadership means control by one competent person.
22 COOPERATIVE COMPETITION
A story from Alberta illustrates the spirit of fellowship that binds our industry.
14 PRESIDENT’S MESSAGE
The CRA is bursting with new initiatives. By Dan
Spencer
6 INDUSTRY NEWS
Cooper buys Star…Flannery appointed CEO of United… Rentquip gets Toro…ARA updates strategy…
26 FANTASTIC PLASTIC
It’s a primary component of a lot of what you rent. But have you ever thought about what goes into plastic?
24 AT YOUR SERVICE
Some customer loss is unavoidable, but the damage can be limited. By Russ Dantu
16 INFINITE INNOVATION
Infinite Events keeps things fresh by keeping things moving.
30 PARTY AND EVENT PRODUCT SHOWCASE
34 SAFETY FIRST AND LAST
New safety concerns started trending in 2018. By Jeff Thorne
A leadership icon
I think we can all learn from Bill Belichick.
There’s a guy I’d love to hear talk leadership: Bill Belichick, head coach of the NFL’s New England Patriots. I wonder what he charges?
Belichick comes up because I’ve been watching the Patriots go to their eighth straight AFC Championship game, part of a stretch since Belichick took over the team in 2000 where they’ve won five Super Bowls and appeared in two others. Of course, he’s had some guy named Tom Brady at quarterback over that stretch, but he’s just one man out of 11 on the field at any time. And a lot of those other 10 guys have not been superstars or even Pro Bowl-calibre talent…at least until they get into Belichick’s system and win Super Bowls. While other teams are knocking themselves out to sign high draft picks and field teams loaded with the most athletic players in the game, the Patriots seem to start each season with a bunch of guys named Who, only to achieve the same world-beating results. There are exceptions like Rob Gronkowski, but by and large the Patriots never have a roster that looks good enough on paper to win anything.
How does Belichick do it? I have a theory. I think Belichick has selected for intelligence. I think he’s looked around the league, realized that the actual physical differences between players at this level are small, and chosen players that instead show an ability to understand a system, learn a lot of plays and, perhaps most importantly, focus hard on doing what they are told and executing within their role, no matter what that role is. Tight ends that won’t block are not tolerated. Neither are wide receivers that don’t run out their routes when the play isn’t coming to them. Because his players are smart, Belichick isn’t limited in what he can draw up on the field. As a result, Belichick can draw up a new plan for each opponent.
The key point here is that no other team in the league would contemplate major
ON THE WEB:
Coming soon: News Now
Watch for a new video product hitting your inbox in the coming weeks. Canadian Rental Service News Now is a bi-weekly video report hosted by editor Patrick Flannery recapping top current events from around the industry. We’ll sprinkle in video from rental events and interviews with notable rental people as available, too.
2018 EquipmentWatch webinar
Our next web presentation with EquipmentWatch analyst Adam Raimond is coming March 28 to a device or desktop near you. Join us as we delve into the numbers from last year and see where Canadian rental rates have moved and where they’re going.
COOPER ACQUIRES STAR RENTALS
Cooper Equipment Rentals has announced it has acquired Star Rentals. Star Rentals is a large independent equipment rental company in the lower mainland of British Columbia. Established in 1984, Star Rentals services the Metro Vancouver area through its locations in White Rock, Surrey, Langley, Abbotsford, Burnaby and Maple Ridge. The purchase marks Cooper’s first move into B.C. following a series of acquisitions for the Ontario-based company in Alberta. Doug Johnson, the president and principal owner of Star Rentals, will assume a senior role with Cooper and will help manage and grow Cooper’s business in British Columbia.
“We are excited to enter the B.C. market with the addition of Star Rentals’ impressive team of rental professionals, top-notch equipment fleet and excellent branch facilities,” said Darryl Cooper, president of Cooper. Doug Dougherty, CEO of Cooper, added, “This strategic acquisition immediately puts us in a leading position in the important Vancouver market and allows us to support customers throughout the lower mainland. It moves us closer to our goal of establishing a national network of branches through which we can deliver best-in-class service to customers throughout Canada.”
Johnson commented, “My partners and I take great pride in the business we have built and we are deeply committed to Star Rentals’ employees and customers. We have every confidence that this transaction will provide meaningful opportunity for our employees and will allow Star Rentals’ customers to continue receiving the high level of service to which they have become accustomed. Cooper’s culture aligns perfectly with Star’s, and I am excited to have the opportunity to work with the fastest-growing independent equipment rental company in Canada.”
Established in 1972, Cooper is a leading independent Canadian full-service construction equipment rental company, servicing contractors throughout Ontario and in parts of Quebec, Alberta and British Columbia. Cooper specializes in compact equipment and aerial rentals and offers a broad range of construction equipment and supplies, backed by strong service and support. The company operates 39 rental locations. In 2013, Cooper received a majority investment from SeaFort Capital.
FLANNERY APPOINTED CEO OF UNITED
United Rentals has announced its board of directors has appointed Matthew Flannery, the company’s president and COO, to become CEO while retaining the role of president. Additionally, the board has appointed Michael Kneeland, the current CEO, to become nonexecutive chairman. The appointments become effective at the company’s annual meeting of stockholders on May 8, 2019, when chairman Jenne Britell and CEO Michael Kneeland will step down from their respective positions. Britell, Kneeland and Flannery have led the evolution and growth of United Rentals for more than a decade. Since 2009, the company has nearly doubled in size to approximately 1,200 locations with 18,800 employees and annual revenue of more than $7.8 billion. In that time, the company has successfully integrated numerous acquisitions, significantly expanded its strategically important specialty rental offering and effected a cultural transformation that has elevated employee engagement, safety, innovation and customer service. The company joined the S&P and Fortune 500 in 2014 and over the 10-year period ended Dec. 31, 2018, generated a total stockholder return of 1,008 per cent, outperforming the S&P 500 index by 830 basis points over the same period.
“I’ve worked with Matt for 20 years – he’s an outstanding leader who has been integral to the successful execution of our strategy,” Kneeland said. “Through changes to our customer, fleet and services mix, we have enhanced our position as the market leader and truly transformed United Rentals. There is no better executive than Matt to take the helm given his years of experience and achievements and I’m confident that our company will be in excellent hands.”
“I am honoured to take the baton from Michael and look forward to continuing to work alongside the best employees in the industry,” Flannery said. “Over the past 10 years, we’ve invested in growing our scale, technology and service offering to further differentiate United Rentals, and will continue to do so. There is tremendous opportunity to build on our leadership position. With the strong and sustainable business model we have today, our potential for continued value creation has never been greater.”
Matthew Flannery has more than two decades of executive experience in the equipment rental industry, including over 20 years with United Rentals. He has served as the company’s president since March 2018, and as chief operating officer since 2012. Flannery joined United Rentals in 1998 upon the company’s acquisition of McClinch Equipment.
ARA UPDATES STRATEGIC PLAN
To better support the success of its members and advance the equipment and event rental industry, the American Rental Association has released a new industry-wide strategic plan that will drive program initiatives over the next three years. This is the first revision to ARA’s strategic plan in more than a decade. The ARA board of directors met for a two-day session led by a professional facilitator to discuss common issues within the industry and discover common themes on which action plans could be developed. The result is a simple, straightforward plan that communicates with clarity the purpose, focus and values that will drive ARA into the future.
• Education: Position ARA as the primary source for education and training in the equipment and event rental industry.
• Industry workforce: Raise awareness of careers in rental and ensure a qualified and sustainable workforce for rental business owners.
• Technology: Encourage rental business owners to effectively use technology to increase operational performance.
• Market intelligence: Provide industry metrics, forecasting resources and market intelligence tools for the industry.
• Consumer awareness: Promote the value proposition of equipment and event rental so that consumers think of rental first.
MORBARK BUYS DENIS CIMAF
Morbark has announced it completed the acquisition of Denis Cimaf, based in Roxton Falls, Que. This transaction represents the company’s second acquisition since private equity firm Stellex Capital Management acquired Morbark in 2016. The acquisition of Rayco Manufacturing in October 2017 brought Rayco stump cutters, aerial trimmers, forestry mulchers and crawler trucks into the Morbark family. The purchase of Denis Cimaf is another step in the company’s strategic focus on broadening the range of tree care and industrial equipment, aftermarket parts, and service offered to its customers. Founded by Laurent Denis and his wife, Monique Vaillancourt, in 1998, Denis Cimaf specializes in the development of high-performance brushcutter-mulcher attachments for excavators, skid steers, forestry tractors, graders and other types of heavy equipment. The company manufactures three main lines of products: the DAH series industrial mulcher attachments for excavators; the DAF series attachments for skid steers and other dedicated carriers; and the EWF series dedicated hydraulic power packs. The company celebrated its 20th anniversary in business this past summer.
“The Denis Cimaf team and I are extremely excited to be joining the Morbark family,” said Benjamin Denis, the newly appointed general manager of Denis Cimaf. “Denis Cimaf is a fantastic business with committed and passionate associates, a great track record and enormous global potential. Being part of the Morbark family will enable us to continue to grow the business farther and faster.”
Dave Herr, Morbark CEO, commented, “Denis Cimaf’s line of attachments are complementary to our current tree care and industrial product lines. In fact, Denis Cimaf mulcher heads have been an available option on our Rayco carriers for many years. The company’s patented mulcher head design has enabled them to become a mulcher head attachment of choice.”
Benjamin-Pierre and Simon Denis, sons of the founders, will continue to lead the Denis Cimaf team to develop new products and help improve the company’s existing product lines. Morbark will operate Denis Cimaf as a new division maintaining its brand identity. Denis Cimaf’s experienced management team will continue to manage its operations.
March 6
IPAF Summit Dubai, UAE ipaf.org
March 8 - 9 Prairie Tradeshow Edmonton, Alta. crarental.org
March 26 - 27 Quebexpo Drummondville, Que. crarental.org
March 28 - 29
National Heavy Equipment Show Mississauga, Ont. nhes.ca
June 19 - 21
Canada’s Farm Progress Show Regina, Sask. myfarmshow.ca
2020 Feb. 9 - 12 The ARA Show Orlando, Fla. arashow.org
March 2 - 4
Canadian Rental Mart Mississauga, Ont. canadianrentalmart.com
MAKINEX NOW AVAILABLE THROUGH STEPHENSON’S-LOWE’S
In response to the continued demand for Makinex products in the Canadian market, Makinex Construction Products has teamed up with Stephenson’s-Lowe’s Rentals. A storefront window graphic has been installed which displays the Makinex jackhammer trolley and tile smasher head combination, allowing customers to easily know these are readily available for rent at the location. The graphics are currently displayed at 23 locations ranging from Alberta to Quebec, which will increase by a minimum of four additional locations by the end of 2019. The Makinex jackhammer trolley and tile smasher head are widely used in the flooring industry for removal, demolition and surface-preparation tasks. They are designed to take a large part of the weight, vibration and impact of a jackhammer off the operator. Stephenson’s-Lowe’s locations offer a substantial variety of products serving homeowners, contractors and builders throughout Canada.
JLG TURNS 50
JLG Industries officially kicked off its year-long 50th anniversary celebration in January, marking a half-century since its founder spearheaded the access industry with the introduction of one of the world’s first boom lifts, commonly referred to as JLG 1. John L. Grove rallied a small group of people around one big idea: create a safer way to work at height.
“50 years is a remarkable milestone for both JLG and the access industry,” said Frank Nerenhausen, JLG president. “Our founder not only started a company, but an entire industry. This is a key point of differentiation for the JLG brand. We continue to build on this legacy through continuous development of products, services and technology that advance safety for work at height.”
Since its early introduction of a commercially produced aerial work platform, JLG has passed many access industry milestones including oscillating axles for boom and scissor lifts in 1981, a fuel-cellpowered boom lift in 1999, an environmentally friendly 60-foot electric boom lift in 2000 and a straight boom lift reaching 150 feet in 2011. The company introduced the 185-foot model 1850SJ in 2014. In the same year, JLG introduced a true hybrid diesel/electric boom lift, the H340AJ.
John L. Grove was a skilled inventor, a savvy businessman and an extremely hard-working individual, who was driven by the pursuit of perfection in the products that bear his initials. A former employee once said, “You could show John L. Grove anything, even a fountain pen, and he could immediately tell you how to improve it,” according to an excerpt from the book “The Life and Legacy of John L. Grove.”
John L. Grove formed JLG Industries with an inner circle of only three investing partners and within a few short years developed a unique product that filled a huge void in the construction industry. Today, JLG is represented across five continents,with manufacturing facilities in the United States, France, the United Kingdom, Romania, Australia and China.
RENTQUIP NOW CARRYING TORO
Rentquip Canada has announced its new partnership with The Toro Company of Bloomington, Minn. Rentquip will be representing Toro’s rental division from a sales standpoint across Canada, effective immediately. With nine outside sales representatives from B.C. to Nova Scotia, Rentquip is positioned to offer industry-leading sales support for Toro – one of the strongest brands in the industry. Rental stores rely on Toro to deliver easy-tooperate machines that hold up to the demands of heavy use, season after season. Toro’s rental and specialty construction business is driven by products that install underground utilities, excavate and move materials, mix mortar and finish concrete for building structures and compact the earth for secure foundations.
GARTH SCOTT 1941 - 2019
Garth Scott, founder of Scott Sales and Marketing in Hantsport, N.S., passed away Jan. 10. Scott was a regular at all Atlantic Canadian Rental Association events and livened up every gathering with his displays of photos from past events and his tall tales from his travels all over the east coast. Scott will be remembered as well by Atlantic rental people for his love of antique cars.
EquipmentWatch is a trusted source for heavy equipment data and intelligence, producing leading database information products for the construction equipment industry. It is a world leader in heavy construction research and serves more than 15,000 professional, high-volume users of construction and lift-truck data. Find more heavy equipment intelligence at equipmentwatch.com.
Cross-Canada Rate Report
A look at average national rental rates
The Cross-Canada Rate Report is provided to Canadian Rental Service as a free service to the Canadian rental industry. Rate data shown are national averages generated by quarterly surveys of 325 Canadian rental stores. For in-depth analysis and a chance to interact with EquipmentWatch researchers, tune in to the next Counter Talks webinar. See canadianrentalservice.com for details.
Number of rental companies: 55
Number of stores: 342
Number of rates collected for the 10 subtypes: 55,220
CRA PRESIDENT’S MESSAGE
WHAT’S NEW?
Lots! The CRA has a full slate of new initiatives.
by DAN SPENCER
As you are reading this article, the regional trade shows are in full swing. I certainly hope you are taking full advantage of everything the shows have to offer you and your business. As you browse the show floors, please also take a moment to thank the volunteers, local board members and associate members who work extremely hard to organize and host these successful events each year. Beginning in 2020, we will be changing the format of our B.C. and Prairie tradeshows. We will be combining the two into one Western show. Those two provinces will alternate as host to the new Western show, with the Prairies kicking off as host in 2020. Please stay tuned for further details.
As a volunteer-based association, the support of our members is vital, as it is directly linked to the quality of benefits and programs we are able to deliver to the membership. Please consider volunteering for a committee, serving on your local board, and attending and/or sponsoring your local meetings or other member events. We strongly encourage members to spread the word about what the association can do for potential members.
Your association has been working very diligently to improve member benefits, drawing an increase in memberships. As our membership grows, so too does the talent and knowledge available to the association and its members. I believe we all have unique perspectives to offer when facing the various challenges and opportunities that we encounter as business professionals. We can all benefit from the opportunity to grow through sharing our experiences with the network that the association provides.
As mentioned last month, the CRA is very excited to introduce several new member benefit programs, which are being launched at the 2019 regional trade shows. The CRA is pleased to introduce the recently developed agreement between the Canadian Red Cross and the Canadian Rental Association. Through this program, CRA members will receive access to discounted first aid training and products across Canada. First aid courses are taught by highly trained Red Cross first aid instructors who complete extensive certification and recertification processes to keep up with the latest teaching strategies as well as the latest in first aid and CPR science. For more information on this program, please visit the CRA website.
Dan Spencer has worked in the rental industry for 11 years and has been actively involved with the CRA locally and nationally for the past eight years. He resides near Antigonish, N.S., with his wife Heidi and their two chocolate labs, Keppoch and Cali.
Another exciting program launched at our B.C. trade show this year is the CRA government affairs initiative. The CRA will be looking to consult with our industry stakeholders on what issues they would like addressed. We are currently developing a political action committee to represent our membership who will be tasked with raising questions and voicing concerns that have come up in the industry. This is yet another example of how members can become actively involved in the association. If you were not able to participate in the government affairs initiative during your regional trade show you can also email your questions or concerns to memberservices@crarental.org.
Our shared interest groups are another top priority of the association for 2019. I am pleased to welcome both Sheldon Fingler from Infinite Event Services to the executive as Party and Event SIG chair and Megan White from Cooper Equipment Rentals as Safety SIG chair.
A fourth program that we are currently developing is a Canadian young professionals network. Modelled after the American Rental Association’s YPN, this member benefit for rental store employees between the ages of 18 and 40 would provide a forum for younger individuals to connect and build the skills necessary for career growth in the equipment and event rental industry. If you or someone you know would like to take part in the YPN SIG please contact: info@crarental.org.
In closing, on behalf of the CRA national board, I would like to take this opportunity to thank Hank McInnis, our outgoing chairman, for his many years of leadership and dedication to our association. The CRA is certainly stronger because of Hank’s contributions. We look forward to his continued wisdom and guidance, albeit in an unofficial capacity. CRS
Why Join!
Member benefits we have to offer you:
CRA Insurance
CRA offers its very own Protected Self Insurance Plan (PSIP). This plan is member owned and provides proper coverage for your rental inventory and competitive pricing. This plan has allowed every year for a rebate to PSIP members.
Canadian Red Cross
CRA members will have access to discounted first aid training and products across Canada.
Ready2GO Rental Tags (R2GO)
These tags help you track your inventory and keep your service records up-to-date - discount price for members.
Deluxe Payroll Solution Provider
A perfect payroll solution that also entitles you to Human Capital Management services to help your business run more efficiently and effectively.
Legal Care Plan
Membership in our Association entitles you and your immediate family access to the CRA Legal Care Plan.
First Data Credit Card Processing
Preferred rates for members and multiple payment solutions. Members are provided competitive low rates and user-friendly online reporting.
Having a dual membership entitles you to great resources from the ARA such as; Professional Driver Education Program - an online training program designed to improve safety, reduce risk and enhance customer service.
Business forms Through www.ararental.org you can access business forms, rental market research, training videos and more.
The ARA Show - ARA's annual convention is the world’s largest equipment rental trade show.
Certified Event Rental Professional - CERP - designation program.
The YPN -There is also ARA's Young Professionals Network to help young rental employees learn about the industry, establish relationships and grow personally and professionally.
These are just a few benefits we have to offer!
If you wish to learn more about CRA, feel free to contact Membership Services at membershipservices@crarental.org or 1-844-643-2333 or visit us at www.crarental.org
by LINDSEY MCCAFFERY
INFINITE INNOVATION
Infinite Event Services has grown fast by never standing still.
day 15 years ago that he decided to leave the world of “real jobs” to run his own DJ’ing company.
“I’d been DJ’ing for about 15 years already, while also working for organizations and clocking in and out every day. After re-evaluating my life, I decided to make a change and start my own full-time business,” he says. “I remember phoning my wife from my flip phone and saying that I was done working for other people.”
At the time, Fingler’s wife was not working, they had a young son and bills to pay.
“I was the breadwinner and we had lots of stress on us what with a mortgage and vehicle payments. It was an odd time to branch out and start doing my own business full time. Most
people wouldn’t take that chance with someone in diapers in the house.”
Despite that, Fingler’s decision became the catalyst of an evolution – one that that saw him morph his business from offering one sole service into a full-fledged, single-source event equipment rental company in Edmonton.
EXPONENTIAL GROWTH
When Fingler first began working full time as a DJ, clients began asking him to provide additional audiovisual support for different events.
“Meanwhile, I also started hearing complaints
RIGHT: Sheldon Fingler survived the experience of telling his wife he was quitting his day job to start his own business. Fifteen years later, it looks like things have worked out OK. Infinite Event Services now occupies a 3,500-square-foot warehouse and could use more space.
Serving the events industry requires a level of service that goes beyond the nine-to-five work day. His staff answers phones at all hours and Fingler himself has made deliveries in the middle of the night.
from clients about how event rentals were so expensive and how certain companies had poor service and were hard to deal with,” he remembers. Sensing a business opportunity, Fingler began collecting items that were popular rentals for events. “We started with some chair covers and a backdrop, just running the business out of my house, but it quickly grew to the point where our living room was packed from almost floor to ceiling in chair covers and sashes,” he says. “Our garage was getting fuller with equipment, and then my parents’ garage and basement started getting full.”
Clearly, it was time for the business to move.
“We got a storage unit but then quickly outgrew that,” recalls Fingler. “We went to four units, and then we were at a point where we couldn’t justify storage units anymore so we found a 1,100-square-foot warehouse in St. Albert for lease. I remember walking into it and thinking, ‘We’ll never fill that space!’”
But they did—and far beyond.
Today, Infinite Event Services is located in a 3,500-square-foot warehouse, with 15 shipping containers that are also full. “And now, we’re actually evaluating our growth because we’re again out of space,” Fingler adds.
Indeed, Fingler has built his business into a large but lean company specializing in event equipment rentals, particularly for weddings. Among other items, Infinite rents out a variety of things, from the usual to the unusual (more on that later). The business also provides single-source solutions for larger events, ranging from lighting to video to custom decor and electricity. And it has a small sales division, dealing with private members’ clubs and hotels who wish to buy A/V equipment.
INDUSTRY CHANGES AND CUSTOMER SERVICE
Since starting up Infinite, Fingler says the party equipment rental industry has seen some major changes, particularly where weddings are concerned. “Years ago, customers would spend $3.50 per chair cover. But now there are so many lower-cost international linen companies out there that we’re seeing an
NEW From Billy Goat®
Next Gen PLUGR 25" Self-propelled hydro-drive for the next level of aeration productivity. Cores up to 2.75" deep. NEW Self-Propelled HydroDrive Auger - One Man Effortless Operation. 13 gross HP† Engine and 10 GPM Pump & Motor Package for up to 350 foot pounds of bit torque.
more information contact your Billy Goat representative or call
or visit www.billygoat.com
influx of people buying chair covers for $1 from buy-and-sell websites, then washing and reselling them after their wedding,” says Fingler. Seat covers are just one example of industry changes, but a good one, he says. “A few years ago, we’d rent out thousands and thousands of chair covers every weekend. Now, it’s more like a couple hundred.”
Meanwhile, there are a lot of other smaller items — including centrepieces, candlelabras and wine glasses — that wedding customers would normally have rented; however, they are now choosing to buy, use and then resell them online.
www.billygoat.com
While they cannot always compete on price, Infinite certainly does where customer service is concerned. “We answer our phone 24/7 and respond to emails very quickly, every day of the year, no matter what’s going on,” says Fingler. “Whether you’re an event planner or a bride, you want an answer immediately. Throwing them a quick email lets the customer immediately relax and move on to their next task. I get so many compliments saying, ‘That’s amazing how quickly you responded.’ When you show you care, they really appreciate it.”
Fingler recalls one night he received a late-night phone call from a frazzled customer. “I was laying at home watching TV at 11 p.m. and my phone rang and my customer said ‘Thank God you’ve answered!’ They’d forgotten to order linens for an event the very next morning and people were going to be arriving as early as 5 a.m.”
That was no problem for Fingler. “I left my house just after 11, drove to my warehouse, grabbed the linens the customer needed, drove about 1.5 hours from my home, set them up for the customer, went home and then went and picked them up the next day.”
That level of service is something Fingler prides himself on. “That particular experience created a customer who truly understands the value we bring. We like to come to the rescue and save the day.”
BEING DIFFERENT
In addition to customer service, Fingler also ensures Infinite stands out for being
PUTTING CLASS-LEADING PERFORMANCE WITHIN REACH
The Snorkel A38E electric articulated boom lift delivers class-leading performance and versatility. Suitable for indoor or outdoor use, the superb working envelope delivers up to 13.5m working height and 5.9m outreach, putting even the most inaccessible tasks within reach. Capable of lifting up to 215kg, the Snorkel A38E weighs just 3,795kg and is fitted with non-marking, high grip tires for use on all types of terrain. The articulated/telescopic boom configuration ensures compact stowed dimensions to maximize transport space and the direct DC electric drive is zero emission and delivers 36% gradeability.
Most ZTR's are restricted to slopes of less than 15 degrees. However, operating on slopes less than a 15° is no insurance against a rollover as most slopes are not uniform across the entire face. The remotely controlled SLOPE-PRO® answers this challenge without the need of a winch/tether or spike equipped tracks that can damage the turf and destroy production. Get them off of your ZTR and onto a remote controlled SLOPE-PRO!
www.progressiveturfequip.com /SLOPE-PRO/rental
Learn more at: (800) 668-8873 (519) 527-1080 fax: (519) 527-2275
GUEST COLUMN
Cooperative competition
by Robert Sproule
I’d just had a great Saturday afternoon with my family and was beginning to think about supper plans. Then I heard it. We all know the sound and what it means. Yep, the phone was ringing. Somehow (you don’t know how) you know it’s a rental callout before you even unholster your phone and look.
Yes, I got that call at 4:30 p.m. on a Saturday afternoon in the middle of the winter in Alberta. Between the time I confirmed the caller number and the time they said hello, the whole issue had flashed before my eyes like a near-death experience. I have known both now and neither is very pleasant.
I quickly got mentally prepared. The facts went through my mind rapid-fire. The project was a water line replacement at a federal agricultural research facility. It’s a cattle feedlot water system where hundreds of cattle need daily water. The contractor had an open hole, 12 to 15 feet deep with all the water well pipes and distribution lines exposed. There was a thermal blanket over the hole. Our 350,000BTU heater had been going for three weeks. I had been threatened by the contractor and the Ag Canada supervisor that there had to be flowing water throughout the project or else! It was 25 degrees below zero and dropping overnight. It was Saturday. I was on call and had no help. I gave a mental groan, because it wasn’t going to be a good night.
The contractor on the phone confirmed everything that had gone through my head and added more. His man was working earlier and had tried to get my heater going, but with no luck. He put a smaller 60,000-BTU direct-fired heater down in the hole and it was going, but it had a small tank that wouldn’t burn through the weekend. By the time I drove back from being out of town, got the work truck, the second heater, tools, winter work clothes and diesel it was coming to 7 p.m. It was dark and cold. First off, I was not going down in that hole where it was warm. There is a high probability of dying down there if you breathe those combustion gases. So, it was all outside cold work. I had no luck with my heater or any of the three
remaining in my yard and I was not impressed. These last heaters were the standby for the standby heaters and far from first choice. It took two more trips back to the shop for tools, winches and the third heater. I guess I was lucky it’s only a seven-mile round trip. By this time it was 10:30 and I had no more options. I needed help.
Extremely reluctantly, I made a call to the manager of the nearest rental store. They are good guys but still my competition. Nathan answered and I explained my predicament. To my relief, he was very pleasant and agreed to meet me at his shop within the hour to rent me one of his heaters. The 30-minute drive was made and there he was already getting a unit ready. Unfortunately, we went through some of his heaters and didn’t find any that wanted to fire up right away. Neither of us were completely happy with it and we needed more professional help. Nathan said he’d call the heater representative for advice. I was surprised Nathan was willing to help late on a Saturday night and now we were going to call someone else in on the problem. It was already Sunday by this point. “No problem,” Nathan says.
“He’s a great guy.” Nathan made the call to Justin. Justin needed to be tracked down out in Revelstoke, B.C., on a mountain sledding weekend. He was not expecting the call but he was great about it and walked us through options. The heater fired up with a little massaging. I was good to go.
I’ve described that whole incident to say what a great industry we work in. Great people. Competitors that will leave their comfortable homes when it’s almost midnight on a Saturday at 30 below to help you. Sales reps that could have hit the ignore button but take a call and walk you through a problem. I have worked in other industries, but rental people and our association are problem-solving, people people. My thanks and appreciation go out to each one of you. CRS
Robert Sproule owns Rental Pro Tools and Equipment in Lacombe, Alta.
AT YOUR SERVICE
Battle the attrition
by Russ Dantu
A proactive approach can reduce the impact of unavoidable customer loss.
I’ve known from being in business and managing a business for many years that customer attrition happens no matter what we do. There are certain variables we cannot control. Businesses go under; a new person takes over that has a friend in the same business as you; head office makes changes and no longer will allow your contact to deal with your company...etc. All we can do is service our customers like they have never been serviced before, keep our pricing in check and hope they continue to work with us when changes happen. Or is that all we can do?
Last year, a large customer and a few smaller customers stopped buying from me. Was it service? Was it pricing? Was it a personality conflict between myself and someone new at their company? No. I did my follow up, as we should all do when customers leave. As it turned out, these companies are governed by head offices and changes were made to all their ordering. They had set up national contracts with other vendors, so I was on the outside looking in. I have some national contracts and they are wonderful to have but were extremely difficult to get in to. It takes time and patience. Unfortunately, I wasn’t even given the chance as these people had other plans in mind, even though the people I had dealt with had put in a good word for me and tried to connect me with the powers that be.
So how can we be proactive with our customers to avoid possibly losing them due to attrition? Here’s a few lessons I have learned (some the hard way) that have worked well for me over the years.
Keep in constant contact with your customers. Whether it’s a phone call, email or an in-person visit, make sure you are checking in with them on a regular basis.
Find out who they report to and ask to be introduced so you can also thank them for their business. This can make your contact look like a champ for dealing with you and always getting the best deal for their company. This may also help you become part of a national solution should their company be looking for one.
Reward them. Throughout the year, drop off a little thank you item or take them for lunch. These little things can go a long way in keeping you top-of-mind, and frankly, not too many businesses seem to be doing it anymore.
Send business their way. Who do you know that could benefit from doing business with your customers? It’s one great way of giving back to those who support your business.
Ask your customers where they are struggling. You may have suppliers that can help them out. It’s a great way to deepen your relationship with them.
Ask for referrals. The easiest way to grow your business is to ask for referrals from those companies you have been dealing with for a long time who love what you do. I have some customers now who are third- or fourth-generation customers of mine.
Knowing early in 2018 that I was losing a few key pieces of business made me push even harder to deepen my relationships and find some new customers. Attrition will always happen. It’s a part of being in business. Being proactive and working your customers as much as you can, will help you lessen the blow and even grow your business. CRS
Russ Dantu is a 30-year veteran of the rental industry and has been delivering workshops, seminars and keynotes on customer servicce for over 15 years. For more information, visit russdantu.com or email russ@russdantu.com
FANTASTIC PLASTIC
Some facts and tips about a material we all depend on.
Durable, versatile, and relatively cheap to make, plastic is both a wonder material and bane of the planet. According to a recent study out of the University of California Santa Barbara, almost half of all plastic ever manufactured has been made since 2000.
by JORDAN WHITEHOUSE
RIGHT: Your store can cultivate a green image by offering furniture made from recycled plastic. Some of it comes in trendy designs. This is Grammy’s Collection from Reform Studio.
FAR RIGHT: A chair is a chair, right? Actually, a standard plastic chair could be made with a roto-moulding or injection moulding process and use one of two different types of plastic and a wide array of different additives.
Some of that has gone into much of what party and event people rent out, of course. And that means a lot of retailers with a lot of different options for plastic chairs, tables, traffic cones, etc.
So what type of plastic products should you buy? And how do you make sure those products don’t quickly end up in the landfill? Well, there are several things to consider, says materials scientist Frank Flavin. The type of ultraviolet and heat protection in the plastic is one. The kind of quality testing done on the product is another. But really, it all starts with understanding how plastic gets made.
INSIDE THE PLASTIC FACTOR
If you could look into the molecular structure of the polymer that makes up a plastic table or chair, you’d see chains of molecules with hundreds to thousands of links in each chain. The longer the chain, the stronger and tougher the material. “The best analogy would be if you went to a box of computer cables, pulled on one and half the box came out,” says Flavin, who’s also an engineer with global thermoplastic manufacturer, RTP Company. “That’s chain entanglement, and that’s where plastics get their physical properties from.” The characteristics of plastics with
those long chains depends on the cooking method. With roto-moulding, technicians fill a mould with powder then heat it and rotate it to spread the powder around. The final product holds up really well and is tougher than plastics made with other methods. The downside is that it gets dirty easily. It also won’t typically have as nice a finish as injection-moulded plastics, which are typically lightweight and durable materials made with almost no material waste.
Still, even with injection-moulding, there can be a trade-off. If the manufacturer uses an easy-flowing material in the mould, it can be more easily manipulated than a long-flowing material. But it will have shorter molecular chains, and thus weaker physical properties than a long-flowing material.
As for the type of material used in those moulds — the polymer — the polyolefins are dominant for a few reasons, including the fact that they’re lightweight and can be made with inexpensive natural gas. They also resist damage from water, air, grease and cleaning products. Plus they’re easy to shape and robust enough not to warp in the sun.
With event plastics like tables and chairs, two polyolefins are typically used: high-density polyethylene (HDPE) or polypropylene (PPE). At the molecular level, HDPE “looks like a comb with regularly spaced, short teeth,” as University of Pittsburgh professor Eric Beckman recently put it. PPE is more slippery at that level.
“HDPE does really, really good at low temperatures,” says Flavin, “whereas PPE could become a more brittle material at around zero Celsius. Yet, outdoor furniture tends to use more PPE because there is chemistry they can do to improve that temperature down to -20 C. Plus, PPE maintains its structural performance better at higher temperatures than HDPE.”
Another advantage of PPE is that it can be easily combined into a composite plastic. More on composites in a minute, but this is a good thing because it allows for more robust engineering applications than with PPE alone.
WHAT TO ASK YOUR SUPPLIER
No matter what type of plastic is used, however, every one will do poorly in sunlight eventually. The sun’s UV rays are just too strong. The good news is that manufacturers can slow that warping with UV additives. And those additives are one of the first things you should ask a supplier about if your plastics will be in the sun, says Flavin.
“Those UV additives are essentially soldiers that take one for the team. They go out and say, ‘Here’s a high-energy ray coming at me. I’m going to go and sacrifice myself for the good of the team.’ And so it increases the lifetime of the product. The downside is that once those soldiers are gone, you’re down to the base polymer starting to lose its physical properties.”
Manufacturers can include other additives with the mix, too, such as heat stabilizers that protect against the effects of oxygen. “These are all kind of like the additives in gasoline,” says Flavin. “People put additives in gas, and they can change the formulation of it depending on the condi-
TECH TIPS
tions.”
For plastics, the quality of those additive packages can vary greatly from supplier to supplier, but like anything you get what you pay for, says Flavin. The big thing to ask is how long it will take for those additive soldiers to disappear.
If you’re worried about the cold warping your plastic and you’re looking at PPE, go for PPC as opposed to PPH. PPC is a co-polymer that’s partly designed to stand up to freezing temperatures. If you’re looking at HDPE products, don’t worry about it. They’re tough enough to handle the cold.
Unfortunately, there aren’t too many quality waxes or other products out there for protecting plastic after you you’ve bought it, says Flavin. There are some silicone-based products like Armor All, but it’s easy to go overboard with them. The result could be a sticky, glossy mess.
There are lots of other questions you can ask your supplier, though, says Flavin, such as: Is the plastic rated for outdoor weathering? What kinds of quality tests were done on it? What’s its load rating? Will it require more than one person to move? Is there a warranty? “Like everything, there’s a bunch of factors to consider, economic ones, too.”
THE FUTURE OF PLASTIC
The furniture industry in particular has been embracing more recycled materials recently, using a variety of previously used polymers to make tables, chairs, stools and even pillows. European furniture company Pentatonic, for instance, uses the polyethylene found in plastic bottles for its upholstery and seating. Some of its products can even be recycled themselves. Closer to home, one of Stratford, Ont.’s, largest private employers is C.R. Plastic Products. They use recycled HDPE plastics to make outdoor chairs, tables, footstools and other accessories.
Some scientists and manufacturers are even experimenting with biodegradable products. You wouldn’t want a biodegradable chair that breaks down in a year, of course, but how about one that decomposes in a few decades rather than a few centuries? Some of the most common synthetic biodegradable polymers are polylactide (PLA), polyglycolide (PGA) and polycaprolactone (PCL). PLA has shown the most promise so far because it has good mechanical strength and low toxicity, though it has poor thermal properties.
Frank Flavin thinks that party and event people might also see more composite materials in the future. That is, products made of multiple polymers and fibres like fibreglass and carbon. “A lot are lightweight, and some can be used and abused. If table legs, for instance, were made of composites instead of metal, they wouldn’t rust, they’d make for a lighter table, and there would be better physical performance.” Any way you pour it, though, consumer choice will largely be dictated by price. “You’ve got a lot of people out there that feel if it’s made of plastic, it’s gotta be cheap,” Flavin says. “Still, as a buyer you have to remember that sometimes the cheapest price you can get is not necessarily the lowest cost to own the product.” CRS
CONTINUED FROM PAGE 20
different. “I find Infinite is successful by being what people want,” says Fingler. “For example, if a bride wants a piece of equipment for her wedding that she’s seen on TV, I will figure out what to do to help her. Basically, I want to be the guy who is known for always saying yes!” As a result, Infinite has built a reputation for meeting client needs, no matter the challenge. “I’ll do things no other company will, like the time a customer came to us with this wacky idea that they wanted an inflatable snow globe that you can stand in for picture-taking,” says Fingler. “They’d seen this kind of snow globe before but the cost wasn’t feasible for them. My immediate reaction was ‘We’ll do it for less than you’ve been quoted.’ And now we own a 12-foot snow globe.”
One bride wanted a soft ice cream machine. “Nobody was renting them though,” says Fingler. So he went out and bought one, which turned into a fantastic business opportunity. “I said yes to the bride, hoping that if the machine was used at one wedding, another customer would see it and rent it. And guess what? We have about six of those machines now,” he says. “It all started with someone wanting something different and listening to them. When nobody else would bring that item in, we said yes and it’s become a fantastic piece of equipment because it’s different. Meanwhile, you can’t just go on a buyand-sell page to get a soft ice cream machine!”
CAREFUL SELECTION
Despite being a “yes man” and following some trends, Fingler is still careful about what he chooses to purchase and rent out. “Being different is important to us at Infinite, so doing what everyone else is doing isn’t really our thing,” he says. As an example, the Infinite team saw giant “LOVE” letters at a trade show. “We saw those giant letters and said ‘We have to be the only ones to have these!’” Despite being the first local business to own and rent out the letters, the item has since become incredibly popular at events. People are even starting to create their own. “Now I’m seeing people making letters just like ours in their own backyard and renting them out to people much cheaper that we would,” says Fingler.
The lesson learned? According to Fingler, “Even though it’s important to be first in terms of offering things, you need to realize that ‘first’ only lasts for so long.”
THE UPSIDE OF CHANGE
Despite the challenges that buy-and-sell websites and do-it-yourselfers have created for the industry, Fingler appreciates the power of social media channels in influencing customers. “Social media has had a huge impact on our business,” says Fingler. “Years ago, if someone complained or said something good about a company, it was just within their narrow network. Now, when people have something to say, they shout it from the mountaintop with Wedding Wire reviews or Google reviews or on Facebook.”
He is proud to say that Infinite regularly gets five stars online. “The biggest thing that makes me smile is when people post ‘Fingler did this for me.’” CRS
Outstanding Flooring Results
PARTY EVENT PRODUCTS
COMMERCIAL POWER
8 rdsi.ca
The Center Stage model is a true commercial-grade, CSAapproved, popcorn machine able to stand up to the rigours of the rental industry. This professional popcorn machine produces a powerful 1,664 watts. It has a 300-watt deck heater and a 50-watt warming/ presentation bulb, which guarantees hot theatre popcorn. The Center Stage has a stainless-steel cabinet and deck, ensuring years of durability with a hard-coat anodized, high thermal-mass kettle for easy cleaning and dual thermostats for superior performance. The kettle is equipped with a magnetized lid for ease of loading and cleaning. This eight-ounce model works on a standard 120-volt 15-amp circuit. The old-maid drawer will collect
any unpopped kernels. The pot stirrer is direct-drive, eliminating jambs and plastic gears. The top canopy is vented to prevent overheating. The thicker-gauge frame makes it rental rugged. The Center Stage will produce approximately the equivalent of 160 small popcorn bags per hour. The machine measures 22 inches long by 16.5 inches wide by 30 inches high and weights 65 pounds. Thick, sturdy, and robust, the Center Stage cart is entirely constructed from metal with antiquestyle wheels and bearings for smooth operation. It includes convenient storage for all popcorn supplies. It measures 38 inches wide by 23 inches deep by 33 inches high and weighs 55 pounds. The Centre Stage machine comes with a full three-year warranty that covers the pot.
PARTY AND PRODUCTS
catalog come in various wattages, shapes and sizes and are available in either incandescent glass or LED shatter-resistant plastic for all styles of lighting. The bulbs are dimmable with the correct dimmer and can be used in candelabra, intermediate or medium based sockets.
THICK METAL LEGS
8 nationaleventsupply.com
National Event Supply has introduced its line of aluminum- and steel-frame pop-up festival tents (aluminum version pictured). The aluminum-frame tents feature 50-millimeter hexagonal legs made with two-millimeter-thick aluminum. They fold and unfold with cast alloy joints with quick-release pull pins. The pop-up tents are made with heavy duty, high-quality materials throughout. They have up to five different
adjustable height settings. Setup and breakdown is easy and only takes minutes with two people. The aluminum tent includes a 450 grams-per-squaremeter waterproof canopy (available in white, black, royal blue and red) and a heavy-duty oxford wheeled carry bag. The frame has a two-year material and manufacturing defect warranty while the top has a sixmonth warranty (damages sustained from weather issues are not covered).
ELEGANT CURVE LINES
8 wssl.com
The high arched ends of Warner Shelter Systems’ Arabesque theatre tent allows generous height over a stage at one end and bleacher seating at the other. Alone or joined together, the tents create a large attractive, clearspan interior. Arabesque Theatres have been used extensively for major fairs, festivals, and exhibitions
request the literature item featured in this
Simply contact the company directly using the phone number indicated to request their latest brochure(s).
To advertise in this section, contact Danielle Labrie. Phone: 888-599-2228 ext 245, Fax: 519-429-3094 Email: dlabrie@annexbusinessmedia.com
ü Designed to Meet or Exceed Sewer By -Laws ü Hi -Viz Green for easy on-site identification ü Non-Detectable amounts of Phthalates * ü Competitively Priced Vs. Rubber or Urethane Hoses
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
