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4
EDITORIAL
Welcome to our new customer service correspondent.
18 FLYING OVER OBSTACLES
A look at the pros and cons of renting drone flying vehicles.
PRESIDENT’S MESSAGE
Toolbox safety meetings are an easy way to build a safety culture. By Tim Ranson
6
INDUSTRY NEWS
Sussex Rent All changes hands, new leadership at Atlas Copco, Diversco open house...
WINTER HEATER MAINTENANCE
Preparing your heaters for their busy season is critical to avoid breakdowns.
26 AT YOUR SERVICE
Great customer service boils down to three simple principles. by Russ Dantu
12
SENDING OUT AN SOS
Encouraging the next generation is important for SOS Location owner, Philip Lavigne.
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HEATER SHOWCASE
Your look at Canada’s latest heater technology.
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SAFETY FIRST AND LAST
Recent decisions define your social media spaces as part of your workplace. By Jeff Thorne
Welcome Russ Dantu
You’ll notice a change on the table of contents of this magazine. Our Legalese columnist, Deryk Coward, has pushed back from his keyboard after four years with the magazine. Deryk, a partner with D’Arcy and Deacon in Winnipeg, is legal counsel for the national Canadian Rental Association and over the years he has provided some very valuable tips on legal matters that concern every rental store. I want to thank Deryk for sharing his knowledge and recommend him very highly to anyone looking for legal advice from someone who really understands this industry.
In his place, I’d like to introduce Russ Dantu, a professional trainer, writer and speaker in the area of customer service. Russ is from Calgary, and he’s been helping businesses improve their customer service for 15 years. His new column is called “At Your Service” and will feature his tips, thoughts and stories from the front lines of business-to-consumer commerce in a myriad of industries. Russ is no stranger to the rental industry – he used to work in event rentals in Alberta. He started in the trade show industry in when he was still in grade seven in 1982 making $3.35 an hour. Russ worked out of Calgary for Stampede Display until August 2000 then went to Pro Show Services and was the branch manager. He took their stagnant $400,000 gross revenue to over $1.3 million in just over four years. Stampede Display was
ON THE WEB:
Strongco sells U.S. operations Mississauga, Ont.,-based Strongco Corporation has announced it will back out of the U.S. rental market by selling its American subsidiary, Chadwick BaRoss, to a minority shareholder. Cuts to staffing and executive pay deferrals were also announced. Strongco described the moves as being necessary to meet its debt obligations following several years of aggressive investment.
Browse the latest products
Canadianrentalservice.com includes full listings of hundreds of rental-ready products, conveniently organized into familiar categories, like Compaction and Heat. Drop in and browse from time to time – you might find something new!
by Patrick Flannery
bought out by GES in 2004, but Russ stayed on until the fall of 2005. In his post-rental career as a customer service consultant and speaker, he has often spoken to towns and companies on the benefits of exhibiting and making the most of their trade show experience. All told, Russ brings 30 years of rental-related customer service expertise to this magazine.
Including a regular customer service column in this magazine is one of those ideas where, after you have it, you wonder what took you so long. The centrality of customer service to this industry is right in our title: Canadian Rental Service. After all, anyone can buy machinery, hang up a rate card and call themselves a rental operator. What defines the rental business and the people who drive it is the service we provide to customers. I’ve written or edited dozens of company profiles in this industry, and each and every owner says, when asked for the secret to their success, “Service.” I can say with confidence that every single one of you out there feels you are successful at least in part because you offer great, competition-beating service.
This is as it should be. Ask any professional athlete about his abilities and they will tell you that they have the potential to go out there and be the best in the world on any given day. That’s the attitude you need to have in order to compete in any area, whether it’s a sports field or a construction site. But the reality is, there is only one best-in-the-world and everyone else has room for improvement.
Communication is one area I know Russ will be addressing in these pages. Providing great customer service is about more than being willing and able to help. The customer has to know you are available and know what kinds of help you can offer. Waiting for the customer to ask for help is a landmine that rental staff step on all too frequently. Having helped the customer, believe it or not, you still need to communicate to let them know how you helped them, or all those efforts to build goodwill can go to naught..
I’m excited to have Russ’ contributions in this magazine. I feel confident that even customer service experts like you can benefit from some insight and discussion of such a critical subject area for your business. Please give Russ a read on page 26 and let me know what you think. CRS
ATLAS COPCO WELCOMES CUSTOMERS IN EDMONTON
Over 100 customers from the rental, oil and mining sectors attended Atlas Copco’s open house at its Edmonton location in June. Supported by Canadian management and Atlas Copco’s western sales team, the equipment supplier hosted curious visitors from 10 am to 3 pm. A wide selection of the Edmonton branch’s offerings were on display, including air compressors, generators, water pumps, compaction equipment, pneumatic tools, hydraulic hand tools and hydraulic attachments.
“We wanted to share the message that we have strong service and support capabilities in Edmonton to help our customers keep their equipment in good shape,” said Mike Marion, vice-president and business line manager of the construction tools division of Atlas Copco Canada. “We are focused on parts support, fixed price repairs, off-season overhauls and maintenance packages.”
Visitors had a chance to try the new R-Tex pneumatic breaker powered by an Atlas Copco compressor, as well as hydraulic hand-held breakers, chipping hammers, hydraulic concrete saws, electric and hydraulic water pumps and 1,000pound plate compactors and rammers.
COFFEY LEADING CNH SERVICE
CNH Industrial Parts and Service, the aftersales product support division of CNH Industrial, has named Kurt Coffey vice-president for North America. Coffey succeeds Scott Harris, who recently became vice-president of CNH Industrial’s Case Construction division. Both changes resulted from Jim Hasler’s recent decision to retire as vice-president of Case Construction after 34 years of dedicated service with the company. As vice-president, Coffey is responsible for the overall sales growth and profitability of the company’s aftersales products, services and parts operations in North America. “Since joining the company in 2008, Kurt has demonstrated the kind of exceptional leadership that is needed to drive the continued development and growth of our company’s aftermarket business,” says Brad Crews, chief operating officer-NAFTA of CNH Industrial. “Kurt and his team are fully committed to providing our equipment dealers and their customers throughout North America with the best products, service and support capabilities in the industries we serve.”
Coffey served most recently as director of sales and marketing for the CNH Industrial Reman, where he led all sales and marketing activities for the company’s remanufacturing joint venture, including product sales, marketing, program and pricing management, global sales and business development. Prior to joining CNH Industrial Reman, Coffey led the team of parts product marketing managers that is responsible for CNH Industrial Parts and Service products sold through its dealer networks. Coffey also has served in various field sales roles with CNH Industrial and Monsanto. He holds a Bachelor of Science degree in agricultural business from Illinois State University and remains actively involved in his family’s grain farming operation in central Illinois.
SUSSEX RENT ALL CHANGES HANDS
There are a couple of new business owners in Sussex, N.B.. At the end of March, Craig Brown and Doug Crandall took ownership of Sussex Rent All. Sussex, a town of 4,300 in Kings County in southcentral New Brunswick, is just off the Trans-Canada Highway, halfway between St. John and Moncton. Sussex Rent All has been around for about 10 years. Brown and Crandall purchased it from former owners Doug Mitton and Bob Hamilton. It has a workforce of four people and is located right on Main Street in Sussex. “We were looking for a new business to get into and the rental business seemed like a good opportunity,” said Brown. “We brought on Doug, who’s been the manager here for ten years. He knows the ins and outs.”
Brown was born and raised in New Brunswick and lives nearby. “Our business is 50-50, between contractors and homeowners doing DIY stuff at home,” said Brown. “We have tools and small equipment. We don’t have a lot of big stuff. The mini-excavator is probably about the biggest.”
Brown has no particular plans for the future as he is still learning about the business and attending trade shows. He’s a mechanical engineer by trade, having worked for HVAC giant Trane. “Right now, I’m just getting feet wet and just learning as much as I can,” said Brown.
KOBELCO OPENS NEW NORTH AMERICAN FACTORY
Kobelco Construction Machinery USA recently celebrated the opening of its new hydraulic excavator production facility in North America. Construction of the $41 million facility was completed within one year and presently is ramping up to mass produce 1,800 units/year. Kobelco chose the Spartanburg location from nearly 50 candidate sites across eight states for the property’s vast amount of land and nearby access to major domestic ports. Sitting on approximately 85 acres, Kobelco’s new manufacturing facility includes a 156,000-square-foot production plant, 17,000 square foot office building and areas for both
machinery parking and demonstration. The property also provides Kobelco with plenty of space for future production capacity expansion. Development and construction of the facility took one year and involved moving 367,000 cubic feet of earth and 14,680 truckloads as part of the site preparation.“Within three years, we’ve moved into a new U.S. headquarters, parts distribution warehouse in Katy, Texas, and built a manufacturing facility that is now fully operational,” said Pete Morita, president and CEO of Kobelco USA. “Kobelco is poised in the North American market and this facility further solidifies our commitment to producing excavators that are built like no other excavators in the industry.” Kobelco’s North American manufacturing
DIVERSCO WELCOMES PUBLIC
Diversco Supply celebrated its 30th anniversary with an open house at its Cambridge head office on June 6 and 7. Around 300 customers and suppliers converged on the facility for two days of training, breakout sessions and demonstrations which showcased the company’s gas and gas equipment products. There were also 25 display booths representing key suppliers to the rental industry as well as the propane and natural gas marketers and installers. James Yeo, marketing manager for Diversco, and Joel Alzate from Smart-Hose Technologies led a live demonstration on hose break-away technology explaining that it is much safer (and less expensive) to be proactive on technology which closes the valves before the hose breaks and releases gasses. Other sessions included: RegO Regulators, and Chek-Lok, both led by Ray Kazakewich, as well as a session on tank heaters led by Kirsten Bellar from Algas SDI. On both days snacks, refreshments and BBQ’d burgers and chicken were available to all that attended.
CARNELL NOW HEADING ATLAS COPCO CONSTRUCTION
Atlas Copco Construction recently appointed Scott Carnell as president of its U.S. division. Carnell replaces Erik Sparby who has accepted the role of general manager of the customer center in China. Carnell will lead the company in growing each of its product lines, including construction tools, portable energy and road construction equipment within the contractor, dealer and rental industries across North America. “Atlas Copco has always been committed to the success of this industry, which is also something I’m passionate about,” Carnell said. “I look forward to driving that commitment and building our support network in North America even further.”
Carnell brings more than 32 years of industry experience to his role, the last 10 of which have been with Atlas Copco. Carnell served as the business line manager for the Atlas Copco portable energy business area where he led the market expansion of the air compressor and generator lines. Just prior to his new role, Carnell was the president of Atlas Copco Rental
in North America, based in LaPorte, Texas. Carnell said he looks forward to renewing relationships with the construction industry, including dealers and rental centers as well as with the Atlas Copco support team. His depth of knowledge of the company and product lines will provide a seamless transition and allow him to ramp up efforts quickly while his fresh perspective will help drive growth even faster.
“It’s not just about me or Atlas Copco,” Carnell said. “It’s about the customers and what they need, Atlas Copco and the equipment it can provide them and our strong support team. I want to help bring that all together.”
Carnell will be based in Rock Hill, S.C., where Atlas Copco’s new 180,000-square-foot manufacturing facility will open the spring of 2017. The new LEED-certified space will help the company grow with customers’ demands and offer a wide reach of customer support.
“Our new, larger plant shows our continued investment in the North American market and I look forward to seeing its impact,” Carnell said. “We are not just talking about growing or being the best, we are putting the money and effort behind it so we can give customers here what they want and need to be successful.
Skyjack has consistently approached the issue of emission compliance with the knowledge that rental rates don’t just go up with emissions standards cost increases. The all new Skyjack TH range is engineered to require NO diesel particulate filter (DPF), NO diesel exhaust fluid (DEF), NO additional engine and exhaust sensors, NO complicated engine programming and computer logic, NO selective catalytic reduction (SCR) and NO other active exhaust after treatment on standard engines for Tier IV Final.
MORBARK IN MOTION
Morbark has announced the territory and product line expansion of Cardinal Equipment. Cardinal, previously a Morbark industrial equipment dealer and distributor for the Boxer line of compact utility loaders, will now offer Morbark Tree Care Products in Ontario, south of the 46th parallel. Cardinal opened a new location in Port Perry, Ont., to help facilitate this expansion. “Earlier this year, Cardinal became Morbark’s first international dealer to reach Gold Tier status for our industrial equipment line,” said Mark Rau, Morbark director of dealer support. “This means they provide more than just our high-performance equipment. They give our customers local knowledge and support to help them grow and maintain their businesses. We’re proud to have them in the Morbark family and excited to have them expand to our tree care customers in eastern Ontario.”
proud to extend our services to the tree care industry in Ontario. Stewart Hunt brings a great deal of expertise to our new tree care customers, with his knowledge of the market and of Morbark equipment.”
Cardinal’s new branch is located at 171 North Port Road, Unit 5, Port Perry, Ont. Cardinal Equipment represents all Morbark equipment in Quebec, eastern Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and the Maritimes.
“Cardinal was established in 1980 and has been serving Morbark customers in the sawmill, forestry and recycling markets for many years,” said Karie Berneche, Cardinal equipment sales manager. “We’re
In other Morbark news, the company has announced it will be placing a greater emphasis on providing forestry, recycling and tree care customers with the option of purchasing factory-refurbished and remanufactured equipment. To head the effort, Kevin Hills has been named remanufacturing business unit director. Hills has been with Morbark for 30 years and was most recently the dealer service consultant for the company. ““Reinvigorating our remanufacturing process allows us to provide the high quality and exacting standards our customers expect from Morbark,” Hill said.
ARA IMPROVES OUTLOOK FOR 2016 CANADIAN RENTAL MARKET
The biggest change to the ARA Rental Market Monitor forecast, updated in August, concerns Canada. Instead of projecting a decrease in total rental revenues in 2016 as it did in April, the report now forecasts a 0.8 per cent increase to US$4.976 billion and total rental revenue in Canada is expected to grow at a compound annual growth rate of 4.2 per cent over the 2016 to 2020 period. While construction spending in Canada has been weak in 2016, resulting in the near flat equipment rental revenues, real residential and nonresidential construction are expected to rebound in 2017 and beyond, leading to a more positive forecast with equipment rental revenue in Canada expected to reach US$5.859 billion in 2020.
PAYING IT FORWARD
Philip Lavigne
Tby MARTIN FORGUES
aims to rejuvenate the industry.
here’s a common perception that trying to bring a new generation of entrepreneurs in the rental business is a tough gig. But the young president of the Quebec rental association, the ALQ, is setting out to do something about it.
Simply by judging from the tone of his voice and his jovial demeanor, 30-year-old Philip Lavigne would be hard-pressed to hide his passion not only for the rental business, but especially with entrepreneurship. A native of Chicoutimi, located 200 kilometres north of Quebec City along the shores of the Saguenay River, Lavigne is the owner of SOS Location in St-Jean-sur-Richelieu, Que. First a joint venture with his wife, their shop has been growing ever since and only seven years later he now employs several full-time employees to run the business – seven during the winter, twelve during the summer. His wife is still involved in the business. And while he doesn’t necessarily want to describe it as an “expansion,” SOS Location still is becoming larger as time goes by. “We just moved to a new location to better suit our needs,” Lavigne says of his new shop. SOS Location offers not only equipment rental services, but also a wide range of other services such as transport, repairs and also the sale of equipment and parts and training sessions for operators in order to make the use of equipment safer. These sessions are offered individually or in groups, adapted to specific needs.
WITH A LITTLE HELP FROM AN “ANGEL”
Like so many other business owners, the passion for being an entrepreneur runs in the Lavigne family. “I come from a strong business-oriented family background,” Lavigne says. “We owned a string of businesses in Saguenay.” And in Lavigne’s case, mechanics is what has always
made his heart tick. “I just love tinkering with machines,” he says. Then after a few years (almost a decade) spent working as a mechanic for other companies including rental service shops, a once-in-a-lifetime opportunity arose, this one coming from within his family’s close circle. “We have a friend in the family who lent me all the money I needed to start my own business,” Lavigne explained. He refers to the friend in question as an “angel,” a term also frequently used in the venture capitalist world to describe those investors who take a huge amount of financial risk to help young start-up businesses with the needed resources to give birth to their projects. But unlike those investors who wage their money against a promise of quick growth and profit, in Lavigne’s case, there was no such tremendous, soulcrushing pressure that leads so many of these startups to collapse or their creators quickly selling their dream. His angel was way more, and different. “He told me that I was allowed to make all the mistakes I needed to make and he’d always be there,” Lavigne said. This allowed him to learn the ropes while not stressing about having to repay a debt that can quickly become a burden too hard to bear.
According to him, there are so many perks to being not only a business owner, but also to be operating independently. “At first I considered going the franchisee way, but one thing truly made me think twice before signing up,” Lavigne recalls. “The main problem with operating a franchise, for me, is the huge number of constraints. You have to do things
and operate according to the chain’s standards and practices, with almost no room for initiative. To me, this is not what being an entrepreneur should be about – there should always be room for initiative, to improve things at your level. As a franchisee, you might as well go work as an employee. It clearly wasn’t for me.”
But for Lavigne, owning and operating a rental business was only the beginning. As a way to make it easier for young entrepreneurs like himself, he is determined to pay it forward, inspired by his own experience. He wants to become an angel himself.
THE IMPORTANCE OF COMING TOGETHER
Lavigne is completely aware of the many challenges a rental business can
face, drawing wisdom not only from his own entrepreneurial experience but also as president of the ALQ, a position he assumed in 2015, four years after joining the association. He also sits on the national board of the Canadian Rental Association as the representative for Quebec. The fact he swiftly joined the ALQ only about two years after starting SOS Location is a testimony to his commitment to a most cherished principle: only through coming together can individuals and organisations thrive. As an example of this, Lavigne points to the benefits his business has realized by attending trade shows. “To me, attending these shows gave me the opportunity to meet people who eventually became great mentors,” he explains. Also, getting involved with the Canadian Rental Association forced
him to crush language barriers and learn English, something that was quite hard to achieve growing up in Saguenay. “It sure made that Netflix subscription worth the money,” he jokes.
As mentioned, rental businesses face many challenges, one of the biggest being funding. “Unlike other businesses like car dealerships, rental businesses don’t have access to a wide range of options when they go to the bank and ask for a loan,” Lavigne says. But equally tough to deal with is the difficulty to convince young entrepreneurs to get into the rental business. During last year’s edition of Quebexpo held in Laval, Que., this writer couldn’t help but notice the average age was quite high while browsing through the show’s alleys. This generational gap, like any, can be a source of present and future
Brisk growth has allowed SOS Location to bring on seven permanent employees plus seasonal helpers. Here from the left are Jacques Gilles, Luc Dansereau Loiselle, Maxim St. Onge, Philip Lavigne and Marie Pier Vachon.
problems, including a decrease in corporate diversity as independently-operated shops are bought by rental industry giants. But Lavigne is determined to make things right, starting at the local level. “I have much more leverage as the president of the ALQ to help make things better and encourage young people to get into the business,” he says. He started to foster a few initiatives last year. “I organized a breakfast meeting for young entrepreneurs at last year’s Quebexpo.” That success has led him to continue to look for the best, most effective way to make young people jump on the rental business bandwagon. Lavigne has found many answers and inspiration south of the border.
“The American Rental Association sets a good example”, he says. Referring to the ARA’s Young Professionals Network, a program that aims at making the rental business sexier and more dynamic to a younger generation of entrepreneurs. The Network’s mission, according to the website, is to help young entrepreneurs learn about the industry, advance their careers and establish relationships that will not only help them grow personally and professionally but also ensure a vibrant industry for future generations. It targets people 18 to 40 years old. The Young Professionals Network also offers members access to privileged perks and services, including exclusive access to the network’s events such as an annual networking reception
Offering diverse services such as equipment transport and training has given SOS multiple revenue streams. Lavigne says he needed to stay out of franchise organizations in order to maintain the flexibility he needs.
at The Rental Show, “40 under 40” networking receptions and details about The Rental Show’s seminars geared towards young professionals. Members also get access to an online directory that regroups contact information. Membership to the network is free. The ARA has also realized the potential of internet-based initiatives to attract the younger generation, offering educational tools delivered in the form of webinars and on-demand videos on its website. Lavigne became a convert to the ARA’s approach when he was one of the few rental operators in recent memory from Quebec to attend an ARA Leadership Summit in Chicago.
Under Lavigne’s leadership the ALQ has is hosting a list of events to provide
a wide range of opportunities aimed at attracting young entrepreneurs – golf tournaments, inspirational conferences (a recent one hosted by former Montreal Canadiens head coach, Senator Jacques Demers), and even rodeos held in Levis, Que.
Lavigne’s goals and ambition can’t be denied. Where will those take him? How will he achieve them? Still a tough call, according to him. Challenges lie ahead. But passion is a powerful motivator that steadfastly pushes forward those who embrace it. Certainly, everything is on the table and he will keep on brainstorming ideas on how to rejuvenate Quebec’s and Canada’s rental industry.
“To be continued,” Lavigne says. CRS
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Nominate someone today!
CRA Award of Merit
Do you know someone who is or has made significant contributions to the development and advancement of the rental industry in Canada? These individuals deserve to be recognized!
This award was created to recognize individuals who, through their service and dedication have grown the Canadian rental industry into the vibrant entity it is today.
Nominations for the Award of Merit must be received by September 30th to be considered for induction at the CRA Annual General Meeting in Orlando, FL, on February 27, 2017
Honour Roll
The CRA Board of Directors would like to recognize the valued contributions of the many ‘’unsung heroes’’ who have helped grow our industry through their volunteer contributions on a regular basis.
Their names will be included in the copy of the honour roll which will reside at Head Office, and be replicated online so all existing and future members of the Canadian Rental Association will be aware of their contributions to the growth and development of the Canadian rental industry.
by JIM CHLIBOYKO
FLYING OVER OBSTACLES
Could drone rentals become a thing?
Drones, also known as unmanned aerial vehicles (UAV), are some of the hottest toys in the construction industry right now. Architects and contractors are using drones to fly around completed projects, making dramatic videos that show off their work from all angles.
Drones are being used to inspect hard-toreach areas of roofs, building facades, bridges and industrial plants to find damage and wear. Drone images of job sites and farm fields are run through sophisticated software to survey the land. Infrared cameras mounted to drones can scan an entire building in hours and make a computer model showing heat loss. Then there are all the applications for events and wedding videos. With price points for drones starting at $2,000 and swiftly heading up into the $30,000 to $50,000 range, the entrepreneurial rental person’s antenna should be twitching. The market demand is there, but stepping into the drone rental business requires navigating some tricky hurdles.
Peter Dueck is part-owner of a brand new start-up drone service, Aerial Imaging Resources in Flin Flon, Man. The company
received its first gig earlier this year, but only after a lot of preparation on the part of Dueck and his partner, Thomas Stanley-Jones.
“People don’t understand the legalities to actually operate these things,” says Dueck.
People may encounter references to drones through the media in a number of ways: as a warning (“Drone flies close to plane landing at Winnipeg airport,” June 13th, 2016, weathernetwork.com); as a eureka moment (“Why drones could save door-to-door mail delivery,” June 22, motherboard.vice.com) or as a plot device (“Chopper,” Chicago Fire, Season 3, Episode 8). And, recently, firefighters were asking for drones to be grounded near the Fort McMurray fires as they posed a danger to helicopters, water bombers and other airborne firefighting vehicles.
Dueck says one big hurdle is for the public
Inspecting bridges, dams, skyscrapers and other large construction projects is just one of the uses drones are being put to in the construction and agriculture sectors. Recreational use for weddings and other events is also popular.
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“If you’re operating a drone when you’re not around people, places or things – that is a very simplistic way to put it –you can operate in the exemption area where you don’t need to phone Transport Canada. Otherwise you need a Special Flight Operation Certificate, an SFOC. Basically Transport Canada has these exemption areas defined where it’s a lot easier to fly. But you have to be five nautical miles [nine kilometers] away from any built-up area or aerodrome. A built-up area is something like a farmyard with cattle or pigs or obviously a city. Any kind of controlled airspace, too.”
This may not necessarily be something that your average drone flier takes into consideration. A rental operator providing a drone might want to ensure that their customer is aware of these rules.
“With drones, if you can get the permits for them, fine, but that’s the thing: you can’t just do it,” said Alan Castell of Alpha Drones, a Winnipeg-based drone company that’s only a few years old. “You can do it as a recreational thing and you can go film your kids in a park, and as long as you stay within the line of sight and stay safe, then you’re OK. But the second someone gives you a dollar, that’s it. The rules change, it becomes a commercial thing. So, for that you need insurance and you need to be under a certain weight and out of a certain distance. You need to file a NOTAM [Notice to Airmen], you need to know what a NOTAM is.”
Says Dueck, “If you’re going to fly a drone in the middle of Winnipeg, you need an SFOC, and that means you basically have to file a NOTAM and you’ve got to go through Transport Canada to get the approval. So you’ve got to phone them before and after every flight. And flying in the city is not something that Transport Canada is just going to let any Joe Blow do. It’s going to be extremely highly regulated; you’re going to have all your health and safety procedures, everything in place to show them that you’re actually a competent operator.”
Dueck also says don’t forget about liability – another thing a rental store would want to warn customers about.
“If you are trying to make any money off this, you need to have an SFOC and you need to have insurance, and a lot of people just aren’t doing it,” he says. “I think that’s the biggest misconception. They don’t really understand that you still need to do all this, even if you just buy a toy from Best Buy.”
Added Castell, “On the commercial side of it, if you’re screwing around with Transport Canada, you’re in big trouble. They’re going to get you, especially when they are very sensitive to it right now because of the idiots that put one up to 900 meters, and because of Ottawa having one come close to their airport.”
With the growing popularity of drones, time has become a factor even for people doing things by the book. There is a growing demand for Transport Canada to respond to the many requests for flight approvals.
“The documentation said you should get a response in about six weeks. Our first response was probably closer to about three or four months, just because of their backlog,” said Dueck. “We applied for 2017 and there’s actually a big disclaimer that says due to the backlog or due to the number of applications, things are just going to be slower. So how Transport Canada’s going to deal with this, I really have no idea.”
In terms of how the rental sector is accommodating the demand for drones, it depends where in Canada you are. In Manitoba, for instance, it’s not happening.
Toronto has a company called SkySnap that offers drone rentals from $160 per day for a Phantom, to $760 for a Draganflyer, which needs two people to control and which “requires proof of prior operation of similar UAVs.”
Peter Dueck was having difficulty in his neck of the woods, however, being able to rent something a little more powerful.
“We were actually looking at renting a fairly expensive UAV system for agriculture applications, and I would say this rental market in UAVs is slim to none,” said Dueck. “Even though we have a successful track record, they
Drones range in size, price and capability from $2,000 models that can be purchased at electronics stores up to $50,000 models capable of dusting crops. A rental store would need different levels of expertise and knowledge depending on what it planned to carry.
were very hesitant in renting to us because we never used that very specific system before, even though it has the same components. And I would say that crashes in UAVs, it’s not if
it happens, it’s when it happens. I would say every operator is going to go through a crash or something unexpected at some time. So, rental, I think it’s probably too risky at this point. Maybe at a point when all the hardware comes down to hundreds of dollars, instead of thousands of dollars, it would be more realistic. I would think trying to find rentals in this industry is still definitely a few years off.”
Alan Castell agrees.
“The leasing companies I’ve spoken to, because I’ve inquired about this, because there’s drones for agriculture that I’m looking at getting involved with personally that are in excess of $30,000,” said Castell. “So would I want to buy that when I know the technology changes in two to three years? Of course not. I’m not stupid. I don’t want to buy it, I just want to use it and I want to pay a certain amount. I want to make more than that using it. And not have to own it at the end. But the leasing companies aren’t funding these things. I have tried three different leasing companies and three different leasing companies said no.”
Then there are the cost considerations. Would it be affordable for dealerships to rent out such an expensive piece of equipment that anyone is able to fly and that most people will crash?
“Would it make sense?” asks Castell. “I guess it depends how much you’re charging but I think you would have to charge more than your expectation, just because of the nature that there’s going to be repairs. Do you really want to wait four weeks, minimum, for your thing to come back? Most of the guys here, I see the repair bills. Drop that thing into the ground, it’s $700 to start with repairs.”
Can you say, “damage waiver?”
The skill deficit also makes the adoption of drones by the rental industry a tricky prospect.
“Things happen where you don’t even realize it and you have
to have more skills than autopilot. And a lot of guys don’t practice, they don’t take a little one worth $80 that you buy at a hobby store and fly it around your house, just a little one that won’t hurt anything, just to get the sense of how they work before you put $2,000 or $5,000 in the air.
But Castell sees it from the renter’s side, too.
“Renting them would be great because [owning one] is cost-prohibitive. But the whole downside to me is that they’re actually getting cheaper and pretty soon the rent-to-buy difference isn’t going to be that much. I mean, how much are you going to charge when it’s a thousand bucks to get a good one?”
Yet, Castell sees an opening.
“I think the agriculture (scenario) would make sense. If you could go to farm dealers, the agricultural drones, the $15,000, $20,000, $30,000 ones, that would make sense to rent versus the $2,000 Phantom.”
“The classic person you’re going to get renting the $2,000 Phantom is somebody who’s going to put that thing into a wall. The guy that’s coming to you that’s putting his name down on a $30,000 agricultural drone or land surveying drone, that’s the guy that’s probably going to put a little bit of effort into actually using it properly.”
So renting drones would not be as simple as renting a drain snake. Your staff would have to be able to answer some questions about where and how the drone can be used and by whom. You might want to insist on seeing some proof that the customer has completed the Transport Canada certification that exempts them from having to file flight plans. You’ll also want to be amply protected with damage waivers and insurance. Yet your store probably rents equipment that is more dangerous, more expensive, more regulated and requires more training to use all the time. Maybe there is a chance here for your profits to take flight. CRS
by TIM RANSON, CRA PRESIDENT
MEETING SUCCESS
Some tips for making safety meetings work in your store.
One of the frequently asked questions from supervisors is, “How do I engage workers in effective toolbox or safety learning sessions? And, why are toolbox sessions important?” In order to continue improving this element of our workplace culture, we need to make some adjustments that will increase our teams’ safety awareness. To this end, many companies have found success by introducing regular health and safety learning sessions that introduce safety planning, spark job-related discussions and engage all employees.
Safety messaging can revolve around recurring topics or you can try researching new topics based upon the type of work you anticipate at your rental store. This helps engage employees by relating the discussion to the events from the previous and upcoming days or weeks. This process is based on significant successes of other organizations in the rental industry and with many of our customers. It encourages awareness of seasonal change, equipment demand and current safety issues within the industry.
To establish a safety meeting routine first it’s important to note that there are different types of safety meetings. Daily, weekly and monthly are standard. Daily learning sessions are an opportunity for management to give new information and immediate updates to staff. Weekly toolbox discussions are generally 10- to 15-minute informal gatherings, one day a week, aimed at getting employees to participate in structured learning sessions and to review the branch-specific safety issues of the day. Monthly branch safety meetings should take about one hour to review site inspections, safety job assignments, hazard awareness and specific incidents and to conduct a company-wide and branch-wide review of overall results or specific subject training.
Tim Ranson is Environment, Health and Safety manager at Finning (Canada) / The Cat Rental Store in Edmonton, Alta. He has worked in the rental industry for more than 20 years. Tim sat on the ARA Trade Show Committee and the ARA Risk Management Committee and helped start its Professional Driver Improvement Program. He was also a speaker/panelist over the past three years at the ARA Rental Show learning sessions.
For daily learning sessions, your store’s safety designate can coordinate the communication of safe work practices, safety alerts, and detailed incident reviews. It is the responsibility of the manager or supervisor to ensure the topics and the messages are valuable to the group. It is also important to ask for and expect participation from the workers in these very important interactive sessions.
For toolbox meetings, the session leader kicks off the session by asking workers one simple question: “What are we going to do today to have a safe day?” The answer will determine the flow of the discussion. Office administration staff should not be discouraged because they are in low risk positions – they can still consider incidents throughout the day such as the drive to work, hobbies at home, etc. The question should be aimed at one person and they should be asked to give a detailed answer. Having a pre-planned learning session can work well if the leader is able to engage the workers in two way communication. Simply downloading information should not be considered a good meeting.
To improve engagement, we have found that when employees take turns leading toolbox meetings there is more respect for the peer and some great topics are brought forward. I recommend a supervisor/manager lead the sessions in the beginning in order to demonstrate leadership and provide a consistent example of how the sessions should be conducted. Your sessions will be more successful if your team sizes are kept smaller. Employees will be more inclined to contribute in a smaller group than in a larger one. The best time for a toolbox meeting is immediately before the shift starts. For locations with multiple start times, earlier in the day is often optimum.
The best place to hold the daily learning sessions is right in the middle of the workplace. Resist the temptation to hold it in the lunchroom or meeting room, if possible. When the learning sessions are held in the workplace, people will focus more on the speaker. We have successfully used this daily safety discussion time to review a tool, or demonstrate to staff the correct inspection and safe operation examples we might use with a customer. CRS
Marin Robin CRS may
AT YOUR SERVICE
The lost art
by Russ Dantu
Think about it – have you ever seen a business go under that gave exceptional customer service day in and day out?
I’d love to hear from you if you have. More often than not, it’s a combination of poor service and increased competition.
I spent over 30 years in the rental industry working for a trade show decorating company. We rented everything you needed for trade shows: staging, portable power, tents and more. Sometimes we had enough equipment and sometimes we needed to rent from other sources to fill the order. Even when we had to rent from one of our rental partners, we were very selective because of the customer service we knew we would receive from some of the not-so-trustworthy companies. They may have had the right equipment, but if service was a constant battle we would go elsewhere. And yes, some of those companies did go under.
As for our customers, we rarely lost them because we made sure our superior customer service practices were consistent and made us stand out from our competition.
You owe it to yourself, your employees and your customers to make sure your customer service exceeds your customers’ expectations and blows your competition away every time. By following these three customer service nuggets, your business will have a decisive advantage over most of your competitors and you will enlist raving fans that will not only continue to rent with you but also recommend you whenever the opportunity arises.
– DWWSWWD – that is the team version: Do What We Say We Will Do. Get your team onboard with this and it will be smooth sailing.
Next, treat customers how they want to be treated. Truly get to know your customers whenever you can. Find out as much about them as you can so you have a clear understanding of who they are, what they expect and how to keep them happy. The old saying is, “Treat people how you want to be treated.” This is so far from the truth and I wholeheartedly disagree with it. If you know your customer base are largely a meat-andpotatoes type of crowd, would you serve them caviar and champagne at an open house just because you like it? Exactly! Treat them how they like to be treated. Serve them burgers and fries or steak and potatoes – or vegan tofu salad if that is their thing.
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.
The first concept is DWYSYWD – Do What You Say You Will Do. It comes from a book called “Leadership Excellence” by Jim Kouzes and Barry Posner. How many times have you had a promise or commitment from a supplier (or family member) and they let you down by not following through on what they said they would do? How did that make you feel? Were you wary of trusting them next time? By always doing what you say you will do, you will keep your customers (and family members) smiling. There is another version
Wow them. It’s about the experience every time your customer does business with you. You don’t have to have a barrel of monkeys, a red carpet and fireworks shooting off (unless that works for you) to wow your customers. What you do need to do is to provide exceptional customer service every time they enter your place of business or when you make a delivery. Always be professional, punctual, provide more than they expect and thank them. Here’s a quick test you can conduct yourself: for the next week, whenever you make a purchase somewhere, see if the business actually thanks you. What usually happens is, we purchase something and we say, “Thank you” and they say, “Uh-huh” or, “You’re welcome” even though we just spent our hard earned money with them. Does this make sense?
These customer service nuggets are just the beginning, and I plan to share many more in this space in the months ahead. But these three principles will get your business heading in the right direction: miles ahead of your competitors.
Take care of yourselves….and your customers! CRS
ARCTIC HEATER DUCTING
Don’t let extreme temperatures put the freeze on operations. Norseman ducts bring warmth and comfort to temporary or permanent covered jobsites. Strong. Flexible. Safe. Brightly coloured for added safety.
• Arctic EconoRush: An exceptional low cost heat delivery solution. Available in 12” and 16” diameters interlocking collars for easy, secure connections.
• Arctic High Temperature Large Diameter: Designed to resist heat and deliver concentrated high-volume, continuous airflow over longer distances. Available in 20” and 24” diameters. Wire rope collars allow for easy connection to heaters and other ducts.
by
GARY WEBB, national
sales manager
for
construction and event heaters, L.B. White
READY, SET, WINTER!
Get your heater fleet ready for the season.
Whether we want to accept it or not, the reality is that winter is right around the corner and despite the much milder than normal temperatures we experienced last season, there are many indicators that suggest we may be in for a long cold winter this coming season.
In our industry is it everyone’s responsibility to ensure the safest working environment possible and proper maintenance, cleaning and inspection of your equipment fleet ensures you are doing your part.
Many of your customers may have already reached out to you to start preparing for their winter heating needs, but in many cases we know that it is not uncommon for many to wait until the last minute and of course request delivery yesterday. Don’t leave them out in the cold. Make sure your portable heater fleet has been inspected, is in safe operating condition and is ready to rent at your customers’ request. Your ability to respond quickly will not only satisfy your customers, but will keep your rental revenue coming in the door.
With that in mind, below are just a few pointers for you to consider when inspecting and maintaining your small portable forced-air heater fleet for this coming winter season. Be safe, and be ready to rent!
PROPANE AND NATURAL GAS HEATERS
1.Clean the equipment. Make sure your equipment is free and clear of dirt and dust buildup. This can be done by using compressed air or a soft brush or rag on the heater case and internal components. Not only will this make your fleet more attractive to rent, but it may also prevent overheating of the motor, early corrosion on controls and switches, blocked orifices and other contamination that may contribute to faulty controls and operation.
Getting your heaters ready for winter use is mostly a matter of checking key components for wear and corrosion and making sure nothing is obstructing fuel flows. These checks are critical to prevent potentially catastrophic failures.
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Heater Duct Trusted By The Fracking Industry
2. Check the gas hose. Inspect your fuel supply hose for any leaks, cracks or splits. Some hose material can dry out and crack over time, or may receive a nick or cut and should be attended to immediately. The smallest split can burst under pressure causing fires or explosions. Never attempt to repair a split hose but rather replace it immediately.
3. Beware of spider webs. Spiders
are notorious for nesting and building webs in or around gas fuel lines and burner chambers. After months of storage, Charlotte has had a lot of time to spin her web. Inspect fuel lines that may have had open ends exposed to the environment and ensure venture tubes (if present) and other burner areas are clear and free, allowing for proper gas flow and preventing fuel buildup.
4. Inspect regulators. Inspect all fuel
regulators as well to ensure there are no cracks or missing parts and that the vents are not blocked. Insects can also build nests inside these vents causing excess pressure to build up at the heater. Inspect the threads of the POL fitting (the brass fitting that connects your heater to the propane cylinder) to ensure they are all clean and straight. These can be damaged easily should the fitting be dropped or banged during storage. Regulators also have date codes that should be checked regularly.
5. Check out the O-rings. There are O-rings on the end of many POL fittings that also need to be inspected and often replaced. Once again, the material can crack easily and should not be used if there are any signs of splitting or cracking. This will ensure there are no leaks in the connection preventing any unwanted fires or explosions.
6. Test threaded fittings. Beyond the POL, there are many other threaded fittings ensuring tight fuel supply to your heaters that require inspection. These include the connections between the gas hose and regulator, as well as between the gas hose and the heater itself. All connections should be leak tested before and after every rental and after summer storage.
7. Beat back carbon build-up. Inspect all igniters, thermocouples and other exposed parts within the combustion chamber for carbon build-up and ensure proper sparking. This is a standard maintenance item that will ensure your heaters will start up promptly, stay running and shut-down properly should they be required to do so.
8. Ensure proper gas flow. Gas valves used inside your heaters should be tested with a proper manometer to ensure adequate gas flow (per the manufacturer’s specification) at both the input and output ports. Proper input pressure will ensure the regulator is operating as it should and good output pressure will ensure that any dirt and sediment that may have entered the valve hasn’t settled or built up.
9. Mind the electrical connections. Inspect all wiring, associated terminals and electrical components within the heater for corrosion or rust buildup. Repair or replace as needed. Using a
wire brush to clean the surfaces may work as a temporary fix, but remember you cannot clean inside the connector where the electrical flow is most important.
10. High-limit switches are critical. These temperature sensing switches are an absolute requirement in many types of heaters and must be in proper working order to ensure safe operation of the heater. It is very possible that while being stored over the summer months dirt can build up in the switches if they are not protected, preventing them from working properly. These can be tested by removing the switch and applying heat (from a lighter or portable torch) to the sensing pad itself. The switch should have memory thresholds, but they do deteriorate over time. Ensure all are testing properly by removing and applying heat to test.
KEROSENE AND OIL-FIRED HEATERS
1. Take care of the fuel tank. If your oil-fired equipment has on-board fuel tanks, these should have been emptied and cleaned at the end of last season prior to storage. Do not store units with fuel. Leaving fuel in the tanks for long periods of time can assist in deteriorating fuel lines and filter systems. As well, it is very common for water to build up over the hot summer months caused by humidity and condensation, which will eventually aide in the forming of rust on the inside of your tanks which will cause further fuel contamination and clogged filters.
2. Wash air intake filters. Essential for adequate air supply to allow for proper fuel flow, these should be regularly washed with soapy water and dried at least every 500 hours of operation and at the beginning of each season
3. Replace air output filters. This filter should be replaced at the start of every season and then again after every 500 hours of operation.
4. Stay on top of fuel filters. The fuel filter should be replaced at the beginning of the heating season and then again half way through the season, or as needed.
5. Take a look at the pump rotor and housing assembly. Visually inspect this assembly for any cracks, worn or missing parts and replace as needed. A properly operating rotor pump is essential for safe and adequate flow of fuel to the combustion chamber.
6. Watch for fuel and air line deterioration. Visually inspect all fuel and air lines inside the heater for any splits, cracks or worn-down surfaces. Many types of hose materials break down over time and even the slightest of cracks could cause catastrophic damages. Never attempt to repair or “get by” with a split or cracked fuel line – replace it immediately.
7. Clean the fan blades. – Blade surfaces should be cleaned every season and again as needed ensuring that adequate air is being moved across the combustion chamber. Make sure the fan turns freely.
8. Clear those fuel nozzles. Clean nozzles at the beginning of every season to ensure there has been no nesting or buildup of dirt and debris.
As with any piece of equipment, proper maintenance and cleaning of equipment will ensure safe and reliable operation and the above suggestions are just a few to ensure your
portable heating products are ready to go and able to keep your customers warm this winter. As well, manufacturers will vary in the types of added safety devices they choose in their products. Although the above are general suggestions and may not apply to all pieces of equipment, always refer to the manufacturer’s owner’s manual for maintenance tips and suggestions specific the models you are currently renting in your fleets.
I hope you all had a safe, enjoyable and hot summer. Let the winter begin! CRS For more Tech Tips
HEATER SHOWCASE
SCHEDULE
Wacker Neuson offers a variety of surface heaters to keep projects on schedule and within budget with hydronic technology. Hydronic surface heaters are designed to quickly and economically thaw frozen ground, cure concrete, prevent frost and provide temporary heat during cold weather conditions. Wacker Neuson’s line of heaters has proven to effectively manage cold weather projects by significantly reducing project costs, delivering high quality and maintaining tight project schedules. Wacker Neuson has a variety of models available to choose from depending on the size of the job. Six hydronic surface heaters are available with thawing and curing capabilities ranging from 2,200 to 10,000 square feet. Adding accessories will greatly increase capabilities. These units are easy to operate and engineered for reliable trouble-free starts even in the coldest weather conditions.
Positive displacement pump provides maximum flow and assures consistent heat delivery for thawing and curing. Digital temperature controller with push button adjustments allows operators to easily adjust Heat Transfer Fluid (HTF) output temperature for all concrete curing applications. Wacker Neuson’s most popular model is the E3000. Engineered for reliable performance and trouble-free starts for up to 140 hours of run time, the E3000 will provide a maximum flow and ensure consistent heat delivery for thawing and curing applications. The E3000 thaws or cures up to 6,000 square feet and with accessories can manage up to 18,000 square feet or provide 535,000 cubic feet of dry heat at 83 per cent efficiency, the highest in the industry.
BUILT FOR EXTREME CONDITIONS
8 serioustoaster.com
The new US250 sprayer from TurfEx features a universal mount that allows it to attach to the front of most available zero-turn mowers. This unique mounting system stays within the mower’s footprint. The US250 is completely electric powered, meaning
Stay warm this winter with heat products.
HEATER SHOWCASE
there are no engines or hydraulics to maintain.
Driven by a 12-volt electric motor, the sprayer draws its power from the mower’s battery. The pump is rated at two gallons per minute at 60 psi, and the corrosionresistant polyethylene tank holds up to 25 gallons. To apply liquid, the US250 features an adjustable spray wand, which is attached to 25 feet of hose.
For extended versatility, the US250 is available with an optional 48-inch, frontmounted boom for spraying directly to the ground. Also available is the boomless spray head, which uses a single nozzle to spray liquid up to a 15-foot-wide pattern.
TurfEx also offers spreader, sweeper, dethatcher and leaf pusher attachments for zeroturn mowers. The company says that each one utilizes an innovative mount system for quick attachment.
EFFICIENT AND RENTALFRIENDLY
8 ces-sales.com
CES (Construction Equipment Solutions) continues to provide quality
heating products as well as service parts and technical assistance to the Canadian rental industry. CES carries a complete line of heating products for all your heating applications and fuel choices, including propane, natural gas, electric, and oil fired units. As well, it supplies units that are direct-fired, indirectfired and infrared as well as convection. The Val 6 heaters are designed with the highest of quality and dependability in mind. The Val 6 radiant heat is able to heat an object without heating the air and loosing efficiency at the same time. The Val 6 heaters are not affected by wind or cold ambient temperatures the same way forced air heaters are. Not only are the Val 6 heaters eco-friendly, releasing only one to two parts per million of carbon monoxide, but they are able to convert almost 100 per cent of their fuel to energy. This makes the Val 6 a very efficient form of heating. CES also offers the full line of Marley Engineered heating products. The TBX series mobile warmer comes in two sizes. The mobile warmers have a thermostat with a positive off and fanonly positions with a range from 40 to 100 F. Ten-inch wheels allow for easy rolling
SAVE THE DATE
HEATER SHOWCASE
over obstacles on a job site to the spot where heat is required.
DYNAMIC TEMPERATURE ADJUSTMENT
8 galpower.com
With recent new remote monitoring technology, GAL Power’s plug-and-play rental heaters run even more efficiently than ever. With clean, moisture-free heat, offering individual sizes from five to 400 kilowatts, capable of producing air flows to 12,000 cubic feet per minute and temperatures up to 300 F, GAL Power is now able to monitor and control the thermostat and adjust the temperature according to a customer’s specific requirement. As temperatures fluctuate throughout the day, heating equipment can now be set up to meet the needs of customers as system modes can easily change and indoor temperature through a PC, tablet or smart phone. High/low temperature and humidity messaging alerts the user when the indoor conditions are too high or too low, so adjustments can be made. Whether the heater is used for comfort heating, cement curing, ground thaw or any other need, the right amount of heat will be delivered according to the customer or project’s requirements. Customers realize cost and time savings as remote monitoring allows the equipment to be run more efficiently.
THREE OUTPUT
RANGES 8 heatstarbyenerco.com
Nomad tent and construction heaters from Heatstar are designed with ease of use in mind. Standard features include super quiet operation, dual fuel (natural gas and liquid propane) and high or low heat settings adjusted with the flip of a lever. Nomads are available in three output ranges: 115,000/80,000, 190,000/130,000 and 250,000/175,000 BTU. Accessories include high temperature ducts in 10-foot and 30-inch short lengths, and diffusers. An optional steel storage box with lock hasp is offered on the two larger sizes. Heatstar also offers a complete line of portable forced air kerosene, propane, natural gas, radiant and construction site tough electric heaters.
SAFE, TOUGH AND RELIABLE 8 sureflame.com
Not just a direct anymore, with the addition of its newest heater, SureFlame now offers an indirect line including 400,000-, 800,000- and 1.5 million-BTU units. The newest product, the ID800, is
now CSA-approved and ready to take a beating and keep on heating. Its compact, straightforward design with a single push-button control make it a winning choice for the rental industry. Designed for jobsite uncertainty, the VFD control allows the ID800 to operate on either one-phase or three-phase power with the switch of a lever. Amp draws are low: maximum 30 amps during startup. The ID800 operates on diesel or kerosene with a 443-liter on-board tank. North American efficiency numbers hovering around 86 per cent places this unit in the top of its class. It is designed to allow for recirculation, further increasing efficiency and reducing fuel consumption while still maintaining constant clean dry heat. With 6,000 CFM the ID800 is ductable to more than 100 feet with 16-inch duct. Optional 20-inch transition is available. Narrow enough for a standard doorway and moveable with a pallet jack, forklift or lift hook, transporting the ID800 is a breeze. The ID800 is an excellent choice when efficiency, durability and reliability are a must.
UNSURPASSED HEAT TRANSFER
8 frost-fighter.com
The new IDH500QR from Frost Fighter offers all of the proven reliability and durability of the IDF series with enhanced features that put Frost Fighter on the forefront of the newest technology. The IDH500QR
supplies up to 500,000 BTU and is able to recirculate, which dramatically reduces fuel costs by utilizing heated interior air (instead of outside air) over the heat exchanger.
Like the standard IDF500, the new IDH500QR includes an industrial grade burner and a tank with environmental spill containment. The IDH500QR has higher airflow (4,800 CFM) and static pressure (3.5 inches water column), along with lower start-up and running amps, making it an effective and efficient unit.
Like the IDF series, the unit includes a proven multi-pass stainless steel heat exchanger providing unsurpassed heat transfer, efficiency, and durability. Each heat exchanger is meticulously hand-welded and inspected to ensure a sealed weld. In addition, the IDH500QR has one of the lowest decibel ratings (under 62 dB) in the industry, providing powerful airflow with very little sound. The unit is currently available in diesel and the gas-fired unit will be available later in the fall of 2016. The diesel unit comes standard with a new potted control to prevent moisture damage, quick connects for the burner and a standard 42-U.S.-gallon fuel tank with spill containment. The IDH500QR is standard with six ply pneumatic tires or optional foam filled tires.
PROVEN IN THE NORTH 8 frend-therm.com
The TD 500 IDF-HS from Frend Therm is ideal for applications where portable heat and a generator are needed to maintain aircraft
on the ramp or in the hanger. Producing 500,000 BTU per hour of clean, dry heat, this heater is portable and simple to operate. All parts have easy access for quick service and routine maintenance. TD heaters meet Occupational Safety and Health Association standards and have CSA or ETL approval with a design to withstand the toughest climate and weather conditions. They have an 18-year track record operating
in extreme conditions in the Canadian North. The power plant includes a Gillette EDTD 60E (6,000 watts) and a Kohler KD 420 9.5 horsepower diesel producing maximum six kW and five kW continuously on a 120/240 V supply. The indirect-fired heater uses a 1.5 HP electric fan motor drawing 115 V and 25 amps. The TD 500 IDF-HS weighs 1,300 pounds with cabinet dimensions 54 by 69 by 98 inches. Fuel capacity is 35 gallons.
FOR DEMANDING APPLICATIONS
8 abc-industries.net
EnviroDuct ValuHeat reinforced TPE ducting by ABC Industries reduces the overall lifecycle cost of portable heater ducting for Canada’s construction, oilfield, and rental industries. ValuHeat’s fabric is engineered to withstand temperatures from 54 to 138 C intermittent to 177 C maximum. It is UV-stabilized for the most demanding portable heating applications. ValuHeat’s durable material composition eliminates the many pitfalls associated with traditional canvas heater ducting, including odor and smoke expulsion at high temperatures and tear expansion.
BACKWARD-INCLINED FAN
8 tiogaheaters.com
Tioga offers indirect fired, self-contained, skid mounted heaters delivering 100 per cent fresh, heated air to the workspace. These heaters include an on-board fuel tank providing oil to the generator and the burner. This solution offers customers heating solutions for remote locations or where alternate fuel delivery is challenging. Tioga’s robust heaters are
designed and built for use in the world’s most extreme cold environments. High-pressure natural gas or liquid propane models with self-vaporizing burners are available with low-pressure natural gas and vapour propane also available. The backward-inclined fan is more energy-efficient and can push air much further than forward-curve or blade designs. Models range from 500,000 to 4.5 million BTU per hour and up to 21,000 CFM. Duct heat up to 200 feet. Tioga can provide complete systems and engineering support with heaters guaranteed to generate a 200 F rise at zero Fahrenheit ambient temperature. Designed with thermostat-controlled burners for maximum fuel efficiency.
ACCURATE TEMPERATURE
CONTROL 8 dryair.ca
With the more BTUs and room to carry two hose reels or a number of Dryair attachments on board the new 900GTS Flex from DryAir gives users the flexibility to take on the largest jobs or multiple jobs at a time with a single heat source. With 896,000 BTUs and the ability to run diesel, propane or natural gas the 900GTS Flex has the power to take on the largest jobs and the flexibility to use the most economical fuel source available. Hose reels can be removed to carry other DryAir accessories such as heat exchangers for building heat or fluid heating attachments for boiler swapouts or to heat tank fluids on oil and gas sites. The 900GTS
Flex has three integrated LED flood lights to light the work area after dark for added safety and 120 per cent fluid and fuel containment. The patented Smart Thaw flow reversing system reduces thawing time and fuel usage by as much as 50 per cent on ground thaw applications while providing a more consistent temperature across the hose pattern for a more consistent and accurate temperature control for concrete curing. The patented combustion environment control system that pre-heats the air and fuel before entering the burner for combustion allows the 900GTS Flex to start and run in even extreme cold conditions and eliminates the need to adjust the burner in response to wide swings in temperature that may arise over the course of the job.
SIMPLE AND EFFICIENT
8 thawzall.com
• Dri-Eaz Dehumidifiers, Blowers and air conditioners
• OztEc concrete Vibrators Paper Shredders - ceiling grinders
• JENNY air compressors & Pressure Washers
The Thawzall H750 flameless heater is designed to be simple, easy to operate and efficient. It features 7,300 CFM through one 16-inch duct with greater than 20-inch static pressures. Maximum heat output is 250 F with two temperature settings (high/low). Gross BTU per hour is 906,500 with net BTU per hour of 725,000. The H750 is powered by a Cummins power generation package (119 HP) with a positive air shut-off. The trailer measures 183.875 by
• tErraMitE compact loaders backhoes & Street Sweepers
96.8125 by 78.375 inches. Designed with 110 per cent total spill containment, the maximum fuel consumption is seven gallons per hour. Fuel capacity is 240 gallons. The heater is available with an optional eight kilowatt light tower package. The H750 uses no hydraulic fluid, so no there is no need to flush and change.
TOLERATES CHANGES IN ALTITUDE
8 allmand.com
The Allmand Maxi-Heat MH500iQ FCS is now equipped with a fluid containment system and double-wall single-cell metal fuel tank. Ready for the harshest of conditions, the iQ analyzer detects the environmental temperature and pressure, suggesting the correct setting of the burner
and automatically configuring the nozzles eliminating the need to change them as the altitude changes. Twin heater units, producing a maximum of one million combined BTUs, may be operated independently depending on heating requirements. Standard 16-inch heater outlet flanges and optional flexible ducting provide a wide variety of heat distribution options. The MH500iQ FCS uses a Cat or optional Isuzu liquidcooled,1800-RPM diesel engine with a nine kilowatt transformer-regulated generator to provide power to operate heater blowers and safety systems. The MH500iQ eliminates manual nozzle changes while minimizing oil consumption. Target temperature is achieved with a double nozzle feature and electronic control. CRS
Anti-social media
by Jeff Thorne
It’s an understatement to say that technology has changed the way we do things. Based on how we are feeling or what we see or hear we have handheld devices that allow us to post, tweet, remark and respond instantaneously, making our responses readily viewable to the masses.
Many organizations have a combination of social media outlets that can be used to reach their client base and allow them to provide feedback. It’s certainly great for customer service. Being able to have a presence and provide real-time interaction and assistance is important in today’s day and age. This helps build and strengthen that customer-client relationship. Right?
Usually, yes. But feedback posted on social media isn’t always positive or constructive. It can be harassing or even threatening. It could target a specific employee. Can you as the employer be held responsible? A great question, without an easy answer.
To keep things in perspective, employers across the country have a legislated general duty to keep the workplace free from harassment and violence through the development and implementation of a workplace violence and harassment program. Herein lies the very important question: are social media sites considered “the workplace?”
In Ontario, a provincial arbitrator has ruled in a case against the Toronto Transit Commission (TTC) for behaviour that has taken place on the commission’s @TTChelps twitter profile. @TTChelps was launched in 2012 and is designed to field questions and complaints from the public.
The union filed a grievance on April 2, 2013. The union grieved that social media, including Twitter, was used to publish personal information about union members, to receive and make complaints about union members and to solicit public comment about Local 113 members.
During hearings that lasted a total of 12 dates over three years, the union brought forward tweets that clearly depicted abusive, racist and homophobic statements. Operators and
fare collectors were described using some of the most colourful language I have heard in the workplace in quite some time. Photos of union members were also taken, posted and commented on in a negative fashion.
During the hearings, a TTC executive described the impact of that derogatory language, testifying that “bargaining unit members feel that they are just punching bags for the public and that the TTC does not care about them.” He also testified, “They are angry the TTC is allowing this to occur, that they are under enormous pressure and that the negative stigma that they feel is overwhelming.” Members were also described as feeling “intimidated, harassed and threatened.”
The TTC provided examples of action that was taken towards some of those that tweeted derogatory or negative comments. Examples included asking customers to refrain from making personal attacks or negative comments and the TTC asked that posts be deleted. They argued that regardless of whether the @ TTChelps Twitter account was there or not, customers could tweet whatever they wanted to.
This is correct, we can tweet what we want, when we want to. However, it was ruled that the TTC has a legislative responsibility to provide a workplace free from harassment and violence and that social media sites should be considered part of the workplace. Simply, they could have done more to support their employees. The responses from the TTC were not enough.
It was concluded that Twitter accounts that did not comply with TTC policies could have been blocked or Twitter could have been contacted directly to have accounts blocked. Twitter has specific rules that are part of Twitter’s Terms of Service. They state that users “may not publish or post direct, specific threats of violence against others,” and that users “may not engage in targeted abuse or harassment.”
Harassment comes in many different forms. It can be a statement, behaviour, a photo or video that is known or ought to be known to be unwelcome. As we see here, it also extends to social media. CRS
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