Government research and development funds are out there, but are famously hard to find. Now, a new program aims to make it easier.
The tools and supplies you need to make your IGUs the envy of the industry.
Interesting times
The old Chinese curse goes “May you live in interesting times.” It is certainly interesting times for the Canadian Glass Association right now, though it is my hope that the present upheaval will work out to be more of a blessing than a curse.
NEXT ISSUE
• Top projects
• Apex Aluminum
• OCS conference
Since Christmas, the CGA has seen one of its most active member associations, Fenestration B.C., leave the national organization, citing a lack of value for members. Scarcely two weeks later, the CGA’s contracted executive director, Zana Gordon, was informed that her services would not be retained going forward. Rich Porayko, a marketing consultant at Hartung Glass and frequent contributor to Glass Canada and Fenestration Review, was tapped as the interim executive director. Then, at the end of March, Quebec’s AVFQ followed Fenestration B.C. in leaving the CGA as well. That’s a lot of change for one year, let alone three months. But the CGA was due for some changes. Privately, CGA board members are candid about the need for the association to find a role and deliver the kind of value that will please its members. Once, it looked like training and standard-setting might be that role with the roll-out of the Glazing Systems Specification Manual. This excellent document was developed by the Glazing Contractors Association of B.C., and licensed for national distribution by the CGA, with changes for the various provinces made by its regional members. The problem was, and is, that editing and updating a standards manual is a daunting amount of work for any association, and some parts of the country lacked a regional glazing association of any kind. Uptake of the manual across the country has been uneven, at best.
National associations have a strong role to play in standards-setting when there is a need for harmonization of standards across jurisdictions. Just look at the work the Insulating Glass Manufacturer’s Alliance does with the North American Fenestration Standard, Energy Star and the National Building Code. But in commercial building envelope construction and glazing, all the action is at the provincial level. It just isn’t that important to clad a building the same way in Kamloops as you do in Shediac because each project is custom-designed for the site.
Perhaps the CGA has a role as a facilitator and funds pool for the regional associations. Or perhaps there is a new national mission worthy of it. The good news is, there is a guy at the helm right now who is determined to find some answers. Jim Brady, CGA president, is showing some energy in his quest to re-invigorate our national commercial glazing association. Now would be a good time to get involved and bring your ideas forward. •
April 2014 Volume 26 • Number 2
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INDUSTRY NEWS
Porayko to manage CGA Windowwall-ratio provision removed
The board of directors of the Canadian Glass Association has announced that Glass Canada freelance writer and glass marketing specialist, Rich Porayko, will be joining the association as interim executive director to assist the organization through the transitional process until a permanent executive director can be successfully recruited.
“As a glass person, I’m eager and excited to help the CGA navigate the management shift and begin to re-unite the commercial glazing industry across Canada,” says Porayko. “Due to personal and professional commitments, I’m am unable to be considered for the permanent position so as interim ED, part of my role includes recruiting my successor, which will not be easy. The CGA board has high standards and are looking for the right fit for the
long term.” Interested candidates can email their resumes and cover letter to richp@ constructioncreative.com.
The CGA is a national trade association representing the provincial and national interests of the glazing industry.Vancouver, B.C.-based Porayko, who’s career in marketing began 20 years ago, with over ten of them in the commercial glass industry, has been a contributing freelance writer to Glass Canada for the last six years and writes a column in Fenestration Review magazine. Porayko has also been heavily active in a variety of marketing, membership and event roles with the former Glazing Contractors Association of BC (GCABC). He is an active member of the BC Chapter of the American Marketing Association (BCAMA) and Toastmasters International and attends meetings from both organizations a regular basis.
The ASHRAE Standing Standard Project Committee 189.1 Workgroup has officially voted down changes that would have reduced the standard’s allowable window-to-wall ratio to 25 per cent. The 189.1 standard is ASHRAE’s green building standard for highperformance, sustainable buildings and is being developed in partnership with the U.S. Green Building Council, the body that oversees LEED certification. With the removal of the amendment, the window/ wall ratio in 189.1 remains at 40 per cent Common sense has prevailed,” Margaret Webb, executive director of the Insulating Glass Manufacturers Alliance commented. “IGMA is very pleased with the recent ASHRAE 189.1 decision to unanimously withdraw the most recent proposed change to reduce the WWR requirements. This is the second time the industry has had to fight this issue. As with ASHRAE 90.1, the proponents of this change did not provide any technical justification. This is a major success for the industry and many thanks to Dr. Tom Culp who championed this cause on behalf of 126 individual companies and 13 trade associations representing the majority of the industry.”
CGA Newsletter
CANADIAN GLASS ASSOCIATION
The Canadian Glass Association is proud to announce that an interim executive director has been selected to help move the association forward until a permanent ED can be located. Glass Canada magazine freelancer and marketing specialist Rich Porayko has joined the Canadian Glass Association to help with the management transition. Porayko has over 10 years of marketing experience in the commercial glass industry and volunteered with the Glazing Contractors Association of B.C. for nearly seven years. “I look forward to working with the board of directors for the betterment of the Canadian glass industry,” says Porayko.
One of Rich’s priorities out of the gate will be the helping spearhead the annual Glass Connections national conference which will be held in Dartmouth, N.S. on June 5. “I’ve only been with the association for a short time and I’m already learning about the Atlantic glazing industry and kitchen parties. I’m a fan of glass and parties so it’s a promising marriage!”
Glass Connections 2014 is scheduled to have an informal Nova Scotia “kitchen party” style meet and greet social on June 4 hosted by the Atlantic Glass Association. The famous kitchen party is named after a well-known tradition in Nova Scotia where the party ends up in the kitchen. The event will feature live entertainment as in every authentic kitchen party there’s always a guitar playing or someone belting
out traditional songs at the top of their lungs.
Canadian Glass Association 3195 - 9th St. S.E. Calgary, Alta. T2G 3C1 www.canadianglassassociation.com
Glass Connections 2014 is more than just rum and Alexander Keith’s, it’s an intensive day of learning, sharing ideas and networking. Past conferences have challenged seasoned glass veterans to question what they thought they knew about glass. The 2014 lineup is shaping up to be no different. Seminars include Curtain Wall and Window Wall: Traps, Tricks, Success and Meeting the Challenge of the 2011 Model National Energy Code for Buildings with speakers from Morrison Hershfield, Sentech Architectural Systems and Dow Corning.
ONTARIO
GLASS AND METAL ASSOCIATION
Our Workplace Safety and Prevention Services group holds meetings on a regular basis. These meetings are of great value and benefit to glazing contractors and glass shops and cover many topics that have a significant impact on your business. If you are interested in attending a future meeting or joining the group contact Steve Ringler: steve.ogm@bellnet.ca
The Ontario Ministry of Labour announced Nov. 15 that all workplaces governed by the Occupational Health and Safety Act must provide training for supervisors and workers by July 1, 2014, and that the training must meet the specific requirements set out in the regulation. The training must include instruction in seven key areas
for workers and six key areas for supervisors. It is imperative that your company satisfies these requirements as penalties will be imposed on those that have not complied.
In January, the OGMA reached agreement with Workplace Safety and Prevention Services (WSPS, formerly the IAPA), to proceed on the creation of a manual geared specifically for small and mid-sized glazing contractors and glass shops. The work is now underway and the manual will be made available to all OGMA member companies and will be of particular importance to companies who do not have a formal documented safety policy in place and who do not have the time or resources to create a program on their own. The WSPS will work with your company to implement the safety program, will keep you updated on all changes to laws that you must be in compliance with, put you in a strong position to withstand a Workwell audit, and help you to defend yourself with the Ministry of Labour in the event of a workplace accident. Your participation in this program is an absolute must for many obvious reasons. Contact an OGMA director for more information.
We are excited to be moving to a fabulous new venue for our spring golf this year. Join us at Pipers Heath GC on Thursday, May 29. We’re holding the tournament this year to coincide with the exciting new Top Glass Conference and Exhibits show being held at the International Centre in Mississauga on May 28. Participants coming to town for the show are
welcome to stay an extra day and join us at our golf event. In addition to a great golf day and steak dinner, the OGMA is pleased to announce here that we will also be presenting the Lifetime Achievement Award to a long time glass industry icon and well deserving, Doug Hotham.
We’re putting together a new event for this summer. Picture yourself pulling out of Port Credit harbour on a 40-foot fishing boat on Wednesday, August 6, chasing down an award winning salmon with your OGMA friends. The day will include lunch, prizes, and camaraderie. Make sure to come out and test your angling skills. Great time guaranteed.
PROVINCIAL GLAZING ASSOCIATION OF ALBERTA
We will be registering for a Try-A-Trade in the Provincial Skills Competition which is set for Edmonton in May this year. The Golf Tournament will be held at River Bend Golf Course this year where they have airconditioned meeting facilities and fairway-roaming carts. The tentative date is for August 21, which is a Thursday. By the time you read this we will have held our AGM at the Red Deer Construction Association and elected our 2014 board. “It has been my privilege to serve as your president for the past two years, and I look forward to assisting the new board for the next two years,” said Jim Brady, PGAA president.
Quanex sells Nichols Aluminum
Quanex
Building Products Corporation has announced that it has signed a purchase agreement to sell its interest in Nichols Aluminum, a wholly owned subsidiary, to Aleris for $110 million in an all cash transaction.
“As the housing markets continue to recover, we see great opportunity for both organic and acquisitive growth in our Engineered Products Group,” said Bill Griffiths, Quanex chairman, president and CEO. “This transaction will allow
New sales manager at Dymax
Dymax Corporation is pleased to announce the appointment of Rob Kleinschmidt as Americas sales manager. In his new position, Rob will report to Jennifer Mann, director of sales and marketing, and will be responsible for effectively implementing sales growth and expansion for Dymax Leading Edge Technology through the management of the regional managers and
us to focus all our energies and capital on enhancing our position as a leading window and door component supplier both domestically and internationally.”
Nichols has a long history of producing flat-rolled aluminum sheet products for a number of key industries across North America. “Aleris will provide an excellent home for Nichols as it continues to grow its aluminum presence globally,” said Griffiths.
territory managers.
Kleinschmidt has an extensive background in technical sales. He previously held the positions of territory manager and eastern regional sales manager, and also spent many years as an application engineer at Dymax. He received his BGS from the University of Connecticut with a minor in business.
PPG to develop rapid solar cell fabrication
PPGIndustries’ industrial coatings business has received a $2.1 million award from the U.S. Department of Energy (DOE) to help design and pilot a rapid photovoltaic (PV) module assembly proces s that uses automation to eliminate time and labour from the current assembly process.
PPG will use the funding, delivered through the DOE’s SunShot Initiative, to develop liquid encapsulants that will enable PV modules to be manufactured without the need for capital-intensive laminators. PPG will match each dollar committed by the DOE, resulting in a total public-private investment of approximately $4.3 million in the project.
Andy Meshanko, PPG market development manager for industrial coatings, said, “With the proposed manufacturing approach, we expect to increase module throughput by a factor of four at half the capital expense of the existing process. With these cost savings and more efficient module designs, we can advance the goal of achieving grid parity for solar power.”
PPG is partnering with Flextronics International, a leading global solar module manufacturer, to design and test a pilot line at Flextronics’ Milpitas, Calif., facility that will produce 60and 72-cell modules.
The SunShot Initiative, which is funded through the DOE’s Office of Energy Efficiency and Renewable Energy (EERE), seeks to make solar energy fully cost-competitive with traditional energy sources by the end of the decade. The PPG award is part of a $13 million investment in five projects to strengthen domestic solar manufacturing and speed commercialization of efficient, affordable PV and concentrating solar power technologies.
George Strickland joins Clearstream
John Carpenter, president of Clearstream Architectural Products, has announced the addition of George Strickland to its architectural glass team. Strickland spent many years in the building envelope science and building controls sector and most recently has been involved in the high performance
window and glazing market. Clearstream represents in Canada Schott Architectural Division, View Electrochromic Dynamic Glass, Mediaglass, Ornilux Bird Friendly Glass, AGC Interedge Fire rated Glass, Carey Glass, Sentech Architectural Systems and Kane Sterling Security Screens.
SHOW GUIDE
Canada’s commercial glazing event
It’s a chance for our industry to gather for education, business and fun.
You know that you are not supposed to get so busy working in your business that you never get a chance to work on your business. Like so many pieces of good advice, this is one you probably always feel like you will follow tomorrow. What you need - what we all need - is a specific occasion designed to take you away from the shop for a day (or two) where you can find opportunities, talk over issues important to your company, learn a thing or two, get up to speed on new products and technology, and reconnect with the people who live and work the way you do. That is exactly what Top Glass is designed to do. This May 29, Glass Canada is inviting everyone in Canada’s commercial glass construction industry to come to the International Centre in Mississauga, Ont., for a day of learning, networking and great conversations.
Top Glass is a one-day business forum and supplier showcase for anyone involved in the commercial glass construction business. Attendees will include glazing contractors, curtainwall and commercial storefront fabricators, building engineers and architects. The venue is one of the Greater Toronto Area’s favourite destinations for corporate events, with easy access to the airport, lodging, restaurants and all the major highways.
Four expert speakers will make one-hour educational presentations with time after for questions and discussion. See page X for more information on the presentations. The three technical seminars qualify attendees for Continuing Education Credits from the American Institute of Architects and the Ontario Association of Architects. Seminars will take place in a dedicated theatre across the hall from the exhibitor showcase.
In addition to the educational program, more than 20 major suppliers to the Canadian commercial glazing industry will exhibit their products and company information. It is a rare opportunity for attendees to visit many of their top suppliers at once, and meet new companies and individuals who can help their companies. Some of the biggest names in the global glass industry are represented. You can see a full list of exhibitors and a floor plan of the show floor below.
The networking and fun does not stop when Top Glass is done. The next day, at the excellent Piper’s Heath Golf Club in nearby Milton, Ont., the Ontario Glass and Metal Association will hold its spring golf tournament. Bring your sticks and plan to stay - the OGMA golf day is always a great time and includes recognition of one of Ontario’s outstanding glass industry leaders, Doug Hotham, with the OGMA Lifetime Achievement Award.
See you at Top Glass! •
ABOUT THE SPONSORS
Gold Sponsor
Silver Sponsor
Top Glass is made possible through the generous support of our sponsors.
GOLD SPONSOR - TREMCO
Tremco Commercial Sealants & Waterproofing is one of North America’s foremost suppliers of sealant, weatherproofing and passive fire control solutions for commercial and residential construction and industrial applications. When it comes to protecting and weatherproofing the entire building envelope, Tremco CS&W is uniquely positioned to provide singlesource products, services and solutions.
SILVER SPONSOR - ALUMICOR
EXHIBITORS
AGC Glass
Agnora
Alumicor
Association Partners SPONSORS
Canadian Glass Association
C. R. Laurence of Canada
Dow Corning
ETG Exterior
SILVER SPONSOR - DOW CORNING
Technologies Group
Fenzi North America
Insulating Glass Manufacturers Association
Kear Fabrication Inc.
Klaas Swaaving
Ontario Glass and Metal Association
Oldcastle Building
Rimac Fabricators Ltd.
Alumicor is a preferred Canadian-based supplier of architectural aluminum building envelope products. Founded in 1959, today’s Alumicor drives innovation with products and manufacturing capabilities that effectively respond to the evolving needs of the architectural and building community.
Dow Corning provides performance-enhancing solutions to serve the diverse needs of more than 25,000 customers worldwide. A global leader in silicones, silicon-based technology and innovation, Dow Corning offers more than 7,000 products and services via the company’s Dow Corning and Xiameter brands.
Trulite Glass & Aluminum Solutions Canada, ULC
Walker Glass
Windspec
WSPS
EXHIBITS SCHEDULE
SHOW HOURS: 9:00AM - 4:00PM (EXHIBITS OPEN ALL DAY)
9:00 a.m. Registration - Exhibit floor open
10:00 a.m. Keynote address - Speaker: Katherine Jacobs, research director for the Ontario Construction Secretariat
11:00 a.m.
Beverage break - Networking opportunity with exhibitors
11:30 a.m. TRENDS IN ADHESIVES AND SEALANTS
Speaker: Paul Chackery, product manager, Fenzi North America
12:15 p.m. Networking opportunity with exhibitors
Lunch for attendees is not included but available to purchase at the Craft Eatery in The International Centre.
1:30 p.m. DAYLIGHTING AND THERMAL CONTROLS FOR THE GREEN BUILDING SPECIALIST
Speaker: John Carpenter, president, Clearstream Architectural Products
2:30 p.m. Beverage break - Networking opportunity with exhibitors
3:00 p.m. BEYOND THE HARDWARE: COUNTING THE WHOLE COST OF POINT-SUPPORTED BUILDING ENVELOPE DESIGN
Speaker: Richard Brightling, Stella Architectural Hardware
4:00 p.m. Conference and Exhibits ends
*Sessions will take place in: Lyra AB, The International Centre.
LOCATION
*Tradeshow will take place in: Orion A & B, The International Centre. Note: these rooms are directly across from each other.
HEAR FROM THE EXPERTS
KEYNOTE SPEAKER
Katherine Jacobs, research director for the On
-
tario Construction Secretariat
As director of research and operations at the Ontario Construction Secretariat, Katherine Jacobs provides a wealth of knowledge and insight on key trends affecting Ontario’s ICI glazing industry. Working with industry stakeholders, Katherine has developed one of the largest depositories of construction-related statistics and undertakes and annual survey of ICI contractors. Key areas she will cover in her talk include the competitiveness of Ontario’s glazing trades, safety trends, labour market conditions, demographics and apprenticeship, as well as a look at the OCS confidence barometer measuring general contractors’ intentions. Ms. Jacobs holds a Masters of Environmental Studies from York University and an undergraduate degree in Economics from Queen’s University.
TRENDS IN ADHESIVES AND SEALANTS
Speaker: Paul Chackery, Product Manager, Fenzi North America
This session provides an overview of the characteristics insulating glass sealants must provide to ensure long-term thermal performance, structural durability and longevity of insulating glass units (IGUs).
Learning outcomes:
• identify the components of an IG unit and discuss how they contribute to the function of the unit as a whole in energy performance and safety glazing applications
• identify and compare IG sealant types and determine key differences between primary and secondary seals, and
• assess the durable and mechanical properties of an IG sealant and select an appropriate product for a specific application to ensure the thermal performance of the IG unit does not diminish over the life-span of the building.
Paul started working at Fenzi North America as a quality control technician after graduating from Seneca college and continues to serve the company in various capacities such as in the areas of quality, research and development, regulatory affairs and sales support. He is also the project manager overseeing the commercial and technical delivery of their latest chemistry in the North American market.
DAYLIGHTING AND THERMAL CONTROLS FOR THE GREEN BUILDING SPECIALIST
Speaker: John Carpenter, President, Clearstream Architectural Products
This session will discuss:
• architectural glass techniques available which will reduce illuminating, heating and cooling costs
• case studies illustrating the new HVAC advancements, including a look at View’s Humber Hospital project, the largest dynamic glass installation in North America
• occupant well-being improvements providing productivity enhancements
John will introduce the audience to approximately 8 to 10 new glass developments never thought possible with architectural glass.
• IGU’s with advanced interlayers, including advanced sustainable interlayers, wood, metals, acrylics and gels.
• Programable electrochromic glas, including glass with dynamic and static visible light control.
• Advanced glass façade developments with media glass
John is president of Clearstream Architectural Products which represents several sustainable design high tech architectural glass companies across Canada, such as Schott Architectural Glass, View Dynamic Glass, Ornilux Bird Safe Design, AGC Fire Glass, Sentech Structural Glass and Accura Bent Glass. He has visited over 500 OAA member architectural firms, providing the most up-to-date architectural glass sustainable design techniques as part of the OAA Continuing Education program for structured learning. John has written sustainable design trade articles and is a frequent glass technologies speaker at numerous national and regional forums plus educational institutions.
BEYOND THE HARDWARE: COUNTING THE WHOLE COST OF POINT-SUPPORTED BUILDING ENVELOPE DESIGN
Speaker: Richard Brightling
In his role as sales representative for Stella Architectural Hardware, architects often ask Richard Brightling about the cost of point-supported hardware. As it turns out ,they are not really interested in the cost of hardware, but rather the cost of the overall job. This includes four key aspects including hardware, glass engineering, primary glass and installation labour. Brightling has learned from glazing contractors the approximate cost of glass and labour and is therefore able to use this industry knowledge to provide pricing guidelines for the various types of structural glazing projects which people not familiar with this niche market find useful. He will illustrate the five primary ways to build a structural glass wall and the attendant ballpark costs associated with the various methodologies.
Richard Brightling was born and raised in the UK. He graduated from London College and following two years of experience with a major advertising practice, emigrated to Canada in the late sixties where he worked for a number of international firms before starting his own marketing and advertising practice in 1980. As president of Poirier and Brightling, a firm that specialized in the marketing and advertising condominiums in the GTA, he marked over $2 billion dollars of real estate over a 10-year period. Most recently Richard has been involved with. For the past three years, Richard has been representing Stella Glass Hardware, a leading North American designer and marketer of point-supported-glass hardware.
TOP GLASS PRODUCTS
Canada’s best commercial glazing suppliers will show off the latest and greatest at Top Glass. Here’s a sneak peek.
THREE-LEVEL SOLUTION
tremcosealants.com
Booth 10
Tremco’s T3
Building Solutions System introduces a foolproof method for window installation in commercial construction, taking the risk out of the highest risk connection on the building envelope.
The T3 System provides a secure seal while accommodating projects with large variance in window type, size and geometry, as well as changes of plane with the bonding surface as with proud-sitting windows. T3 offers a continuous tie-in with the AVB system to ensure connectivity and compatibility throughout the building envelope. This includes not only window-to-wall transitions, but also curtain wall connections, control joints, building fasteners, penetrations and transitions such as roof to wall and foundation to wall. T3 can accommodate movement caused by thermal expansion and contraction, vertical displacement and lateral shear, as well as seismic conditions. Products include pre-compressed, self-expanding, flexible, polyurethane foam tapes, breathable flashing materials, mechanically fastened, engineered transition assemblies and single-component, gun-grade polyurethane foams. An economical choice for architects and building owners, T3 offers true peace of mind, addressing problems plaguing commercial construction the most: structural deterioration, occupant discomfort and energy loss. It also prevents mould and mildew growth caused by moisture infiltration, ensures longer lifespan weatherseals and helps reduce energy consumption.
ACCESSIBLE SILL
alumicor.com
Booth 34
Alumicor introduces the new 7600 Series TerraPorte Accessable outswing doors with low-profile sills which respond to the market’s growing demand for barrier-free access to balconies and terraces. The 0.5-inch sill with beveled slope (equaling 1:2) has a gentle rise to accommodate wheelchair access, while providing an effective thermal break.
TerraPorte Accessable doors meet the Canadian Standards Association’s requirements for accessible design for the built environment, along
with those outlined by the American with Disabilities Act. These AW-rated doors feature multi-point locking hardware that needs only minimal force to operate, respecting users with limited motion. The products also are tested for air, water, structural and security performance as described by the current North American Fenestration Standard. TerraPorte Accessable doors are suitable for condominiums, lofts, apartments, hotels, schools, hospitals and other commercial applications. Alumicor’s architectural aluminum building products also use billet that will comply with LEED requirements for Material and Resources Credit 4 for recycled content. All of its products are available in either anodized or painted finishes, and most are offered with twocolour (exterior/interior) finish options. Founded in 1959, today’s Alumicor drives innovation with products and manufacturing capabilities that effectively respond to the evolving needs of the architectural and building community.
TWO-PART ADVANTAGE
fenzi-na.com
Booth 2
As a world leader in the manufacture of chemicals for the flat glass Industry, Fenzi North America has added Poliver to its product base. Fenzi Poliver is a two-part polyurethane sealant designed specifically for sealing insulating glass. Poliver sealants are totally solvent free and will run on standard North American pumping equipment. Fenzi Poliver will meet the needs of customers currently using a polyurethane IG sealant, with ease of application and curing characteristics catered to our
customer’s needs. Combined with its other IG components –Fenzi Thiover Polysulfide, Fenzi Hotver 2000 Hot Melt Butyl, Fenzi Molver 3A Desiccant and our line of aluminum and warmedge steel air spacers - Fenzi North America can be your complete supplier for all your IG component needs.
GOING BEYOND REQUIREMENTS
us.agc.com
Booth 9
Energy Select is the family of low-emissivity coated glass products designed to meet and exceed the most stringent code requirements for commercial applications. Energy Select 25, 28, 36, 40, R42 and 63 glass solutions go beyond what is required today, positioning architects to meet the challenges of designing for the future. Energy Select 25 is our high-performance coating on Pure Grey, Pure Bronze, Meadow Green, or Forest Green allowing architects to achieve a unique aesthetic design, while delivering customized energy performance, high levels of visible light transmission, lower exterior reflectance levels and low levels
of indoor reflectivity. AGC Solarshield tinted substrates are available in Pure Grey, Pure Bronze, Pure Green, Pure Blue, Meadow Green, Forest Green, Sky Blue and Midnight blue for use as the outboard lite, with one of the AGC Energy Select products on the inboard coating on the #3 surface. Energy Select is available annealed or post-temperable and it may be laminated.
LABOUR SAVER
kearmfg.com
Booth 27
Kear
Fabrication has been doing business for over 16 years specializing in equipment for glass handling, material handling, window
fabricating and custom fabrication. Located just outside of Toronto, Kear knows the main dilemma facing many window fabricators and glass shops is whether to concentrate on good quality or to be affordable. The Kear Window and Glass Manipulator is the ideal solution to enable one employee to handle a job that would usually require two or more. Glass
We are the only company in the industry with an expansive knowledge of connectivity and innovative glazing products backed by all-inclusive warranties:
• PROteCtIVe GLaZING meeting blast and hurricane/impact resistance requirements
• ReStORatION GLaZING Providing custom solutions to restoring window and curtain wall systems in aging structures
• StRUCtURaL GLaZING offering total system compatibility for 2- and 4-sided structural silicone glazing
• tRaNSItIONS eliminating window-to-wall interface issues with patented transition assemblies
220 Wicksteed Ave, Toronto OH M4H 1G7 · 800-363-3213
fabricators can be assured your investment is being handle quickly, efficiently and, most importantly, safely. Designed with the operator in mind, Kear manipulators can be fabricated to handle loads in excess of 800 pounds. Controls can be operated via radio or motion activated. The head moves in a 340-degree circle with a brake that can only be released with the operator present. Swiftly move your glass up, down, forward and reverse. It even has an option allowing you to pick materials up and lay them down horizontally.
THIRTY-YEAR IG
can.sika.com
Booth 25
Sika Canada has recently added two new innovative structural glazing products to its Sikasil line of silicones. These latest additions are especially designed for insulating glass and curtain wall manufacturers. Sikasil SG-550 is a two-part structural glazing adhesive with extremely high mechanical strength. It allows for architectural designs featuring smaller SG joint dimensions and mullion widths, thus allowing for greater expanses of glass and superior design freedom. Sikasil IG-25 HM Plus is a two-part secondary edge-seal silicone for air- and argon-filled IG units in SG façades. It offers such excellent gas retention that IG units built with this product can expect to maintain their energy performance over 30 years of service. Working with Sika Canada means access to their North American Silicone Competence Centre, a centre devoted to research and development and technical support.
HIGH LOADS AT EDGES
ca.hilti.com
Booth 29
Hilti ntroduces a new generation of innovative, highperformance cast-in anchor channels for reliable load transfer to building structures. The innovative V-form shape of the HAC cast-In anchor channels allow for high loads to be taken closer to edge zones. The Hilti HAC Anchor Channel is your simple and reliable solution for fastening applications such as curtain wall brackets, guide rails for elevators, sliding door mechanisms for elevators, securing machines to floors or walls and grids for ceilings in showrooms. With a protective LDPE foam insert and end-caps the channel is sealed effectively, helping to prevent concrete slurry from entering the channel. The foam insert features a tear-out strip for trouble-free removal, which avoids damage to the channel
through use of drill bits, hammers or gas torches. Available in seven different standard profiles and various lengths between one and 7 ½ feet, this new generation of cast-in anchor channels has a special uniform inner profile that allows the use of a single T-bolt type for all channels sizes, this saves time during installation.
CUSTOM DESIGNS
lothars.ca
Booth 8
Lothar’s Industrial Sales has been a knowledgeable supplier to the curtain wall and storefront industries for over 30 years. Its custom-made machinery includes hydraulic or pneumatic punch presses, multi-spindle drill heads, spare parts for special machinery, drilling and milling machines to suit a wide range of fabrication needs. Customers can simply e-mail fabrication drawings to info@lothar’s.ca for a customized quotation.
BIGGER AND BETTER oldcastlebe.com
Booth 32
Oldcastle BuildingEnvelope is a leading supplier of products specified to close the building envelope, to architects, building developers and owners, contractors, and the entire commercial glazing community. They include: customengineered curtain wall and window wall, architectural windows, storefront systems, doors, skylights and architectural glass. Oldcastle BuildingEnvelope’s products grace some of Canada’s most prestigious projects, including The Bow designed by Pritzker prize winning architect Sir Norman Foster, also the tallest office tower in Western Canada; Aura at College Park, Toronto’s tallest 78-story condominium tower; and the RBC Centre in Toronto, designed by Kohn Pedersen Fox Associates. With the industry’s largest national footprint, Oldcastle BuildingEnvelope employs more than 5,000 employees at over 50 manufacturing locations in 23 states and four Canadian provinces.
PARTNERS
IT’S ABOUT TIME
The OGMA welcomes our new commercial glazing event.
As president of the Ontario Glass and Metal Association I would like to personally welcome you to the Top Glass show, it has been quite some time since the commercial glazing industry in Ontario has had a trade show of any kind. We at the OGMA are very pleased to be part of Top Glass and working with Patrick Flannery and his team. Patrick and I have been talking about the need for a trade-related show in the GTA area for a number of years and now it is finally here. We have brought together some great speakers and a number of trade exhibitors from our industry for this one-day show. I have always believe there is a real need for trade show in our industry to provide information not only on new products in the market but changes to the glass industry. Top Glass is that show for not only glazing contractors and suppliers, but also for designers,
SUPPORT BY ASSOCIATION
Top Glass is presented in partnership with Canada's major associations for the commercial glazing trades. Take a moment to visit representatives from these groups on the show floor and find out how membership can benefit your business.
CANADIAN GLASS ASSOCIATION
The CGA's mission is to represent and support the interests of the glass and related industries at the national level in matters of building codes, standards, legislation, and other industry related matters. It is the voice of the industry with allied domestic and foreign glass and related construction associations, and disseminates information from these associations to its membership. The CGA encourages and promotes the use of national provincial glazing specifications manuals and other related provincial building codes. It also encourages and assists apprenticeship programs and other educational programs beneficial to the industry.
THE NEXT DAY - GOLF!
Top Glass attendees receive member rates when they register for the traditional OGMA spring golf tournament, hosted this year in a new location in nearby Milton, Ont. Piper’s Heath Golf Club is a Graham Cooke design that evokes an Old World rumpled landscape. Following the golf, Piper’s Heath’s excellent kitchen will serve a sumptuous dinner followed by prizes, awards and the OGMA Lifetime Achievement Award presentation to Doug Hotham.
OGMA SPRING GOLF
Piper’s Heath Golf Club, 5501 Trafalgar Road, Milton, Ont.
• Registration: 11:30 a.m.
• Lunch: 12:00 noon
• Tee off: 1:00 p.m.
• Shotgun start - scramble format
• Dinner: 6:00 p.m.
specification writers and architects alike.
There have been many changes to the glazing industry from manufacturers new products, building code changes and even health and safety laws since the last trade show. I encourage everyone in the glass industry to come out see what’s new, support our exhibitors and catch our technical sessions. Who knows? You may just learn something new. I would like to thank all the people who made this show a reality; with all your efforts, we will be looking at a great day. To all the sponsors, exhibitors and speakers, thank you for your time, knowledge and expertise. Top Glass 2014 is where the glass industry needs to be. •
Steve Ringler, OGMA president
ONTARIO GLASS AND METAL ASSOCIATION
Founded in 1990, the OGMA's mandate is to promote the interests and conserve the rights of those engaged in the manufacture, sale or installation of flat glass, architectural metal products, auto glass and related products. It seeks to promote cooperation between its members and other groups within related industries, and to gather information related to the industry and to communicate it to members and other interested parties. Overall, the OGMA seeks to promote and develop an image of a responsible and valuable Canadian Industry.
INSULATING GLASS MANUFACTURERS ALLIANCE
IGMA is the international standards development organization for the insulating glass industry. Its focus is on developing new technologies in the manufacturing of insulating glass units supported by new research, best practices and the development of codes and standards. IGMA's industry publications, education programs, product certification programs and leading edge research provide valuable support to the industry.
• Cost: $195 plus HST per person (members and Top Glass attendees)
• $243.75 plus HST per person (non-members)
• Dinner only: $65 plus HST per person (members and Top Glass attendees)
• $81.25 plus HST per person (non-members)
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PREMIER EVENT!
You don’t want to miss this dynamic, educational forum. Register now! July 7-10, 2014 Philadelphia Convention Center Philadelphia, PA, USA
GlassCon Global is the first event of its kind in North America. It brings together global innovations in glass technology from Europe and North America to further the development of the glass industry.
We are all ready for a little of this after the last winter. Relax, see old friends and ones at the OGMA spring golf, May 29 following Top Glass.
Philadelphia Convention Center photo by: GREG BENSON & PHLCVB
Photo of: THE COOPER UNION, NYC
FEATURESTORY
ON A SILVER PLATTER
by JIM CHLIBOYKO
Years ago, there was a late night commercial on American television, featuring a shrill guy named Matthew Lesko, dressed in a suit decorated with question marks, offering an online service that would “cut through the bureaucratic paperwork and show you exactly what you’re eligible for. Plus, we’ll also help you fill out any government application… for free!” The ads were oddly watchable, in a so-bad-it’s-good kind of way, with Lesko and - depending on which one of his ads you were watching - a group of wacky musicians running Benny-Hill style over the more picturesque areas of Washington D.C. His car is also, evidently, decorated with question marks.
“Your federal R&D dollars, sir.”
Canada has something like that now, but Mr. Lesko is nowhere to be seen. And it’s a little more sober than a two-piece suit covered with question marks.
The Concierge Program is the product of consultations which took place a few years ago between government and public stakeholders (including business owners) looking for ways in which research and development support services could be delivered or promoted more favourably. According to the NRC, the service came out of a panel presentation in 2011, when “the panel found that SMEs struggle to understand and access much of the support that is available to them and recommended a concierge service to address this issue.”
That the service would be created was then announced in the 2012 federal budget. It promised the “NRC would create a
concierge service to provide information and assistance to SMEs to help them make use of federal innovation programs.” The features of the service unveiled this past December seem not too different than the way it was described back in 2012, complete with the idea of service customization specific to clients and the idea of the one-stop shop.
According to the NRC, regarding the consultations of a few years ago, they “found that SMEs struggle to understand and access much of the R&D support available to them, and recommended a concierge service along with a web portal to address this issue.”
Likewise, the CBC, in an online article about the 2012 announcements, said, “Canada spends more than most countries to help businesses create new products. But it hasn’t been pay-
ABOVE: There is money for companies wanting to improve products and test new inventions, but navigating Ottawa’s alphabet soup of agencies and programs to find it is impossible for most small business owners. Now a new service from the National Research Council is designed to help.
ing off, and the participation of Canadian businesses in research and development is still lagging.”
Evidently, over 98 per cent of businesses in Canada have less than 100 employees, and are thus defined as an SME. A 2011 document from the Business Development Bank of Canada, and based on information from Statistics Canada, came to the conclusion that less than one-quarter of the SMEs in Canada invested in research and development.
In terms of the glass industry, just over 11 per cent of Canadian SMEs were considered to be involved in construction (with only Retail and Other Services coming out ahead of construction).
“For many SMEs, the efficient and reliable commercialization of R&D into new products, processes and services is extremely challenging, particularly with limited resources. Innovation is a catalyst for the development and growth of new businesses, high-value jobs, and long-term economic prosperity for Canada,” stated Perrin Beatty, president and CEO of the Canadian Chamber of Commerce.
The Concierge Service’s goal in 2014 is to help businesses, through customized service, properly leverage programs for their benefit, with up-to-date, easily accessed information in business language. It also will provide time-saving guidance, and possibly connections to partners or other organizations that may benefit the SMEs in question.
NRC advertises the service as being like a one-stop shop. It is a combination of phone, online and in-person service. Citing the current climate of increasing global competitiveness and the importance of innovation, the NRC predicts the service will become invaluable to SMEs (which represent over 54 per cent of the Canadian economy) and an important key to productivity.
As well, the service aims to help SMEs avoid the confusion of accidentally applying to the wrong program or one that perhaps doesn’t exactly match the firm’s needs. And, according to the NRC, this will help the firms hit the ground running, giving them the sense of where to truly start.
“It was announced a little bit before the Christmas vacation,” said Bogdan Ciobanu, vice-president for the Industrial Research Assistance Program at NRC. “But it was, from the first day, very well received. There were a lot of hits on the website and a lot of direct support face to face.”
It’s still early days for the program. When [i]Glass Canada[/i] talked to Ciobanu, the program was only about seven weeks old, but he said there was a good amount of attention generated by the program across many different sectors of the economy. One phrase he used was “heterogeneous representation.” He also said it was a bit early at this point to get industry-specific information, but that they would have a better idea as to which sectors took advantage of their services once the first year was finished.
“There are all types of industries (interested), in all types of stages of development with all forms of innovation,” he said. “So it can be product innovation or service innovation or you can work to innovate in terms of cost of production. This is all considered by us as innovation and will help companies maintain or increase competitiveness.”
Ciobanu said the program is open to all and, when asked about the type of company the program was targeting, he emphasized the usefulness of whoever wants to take advantage of it, taking pains to note that it was an inclusive program.
“We can expect to have more early stage companies, in their first, I would say, five years of existence that are looking for government support when they don’t have enough financial backers, or the risk is too high for private investment,” he said. “If a company finds that they want to innovate, that in the past they might not have looked for support, but may think that they need to do something to develop a new product or to increase their productivity, (they might think) what can I do, what technology do I need to develop, acquire adopt or adapt.
“There are a lot of resources. What we want is to help the small businesses that don’t have the time, resources or the network. We’re not creating a program (for them). It allows companies to have a one-stop shop. Knock on the door and have access to everything to do with innovation on the government side.
There are several ingredients to the program, including the role of 10 CAs (concierge advisors) across Canada, as well as the program website and a client contact centre. There are two concierge advisors in each of the five regional areas in Canada: Pacific (British Columbia and Yukon); the West (Alberta, Saskatchewan, Manitoba and Northwest Territories); Ontario; Quebec; and the Atlantic (Nova Scotia, Newfoundland and Labrador, Prince Edward Island, New Brunswick and Nunavut).
The general transaction goes something like this: A company contacts the Concierge Program over the web or by phone for some assistance. If the phone crew cannot immediately help the company, then their query gets turned over to the Concierge Advisors, who then attend to it personally. Though some potential clients may be more remote or further away from main centres, travel is not a worry, said Ciobanu.
“We have people on the ground in all these regions across Canada who will help clients directly understand better what would be the most appropriate program for that and help them move forward,” said Ciobanu. “We try to minimize the waste of time from the client side. It’s much more than information; it’s personalized.”
“Most companies can just take the information and proceed. Many companies want the advice and want to be guided.”
Of course, different provinces have different programs available, depending on the province itself, so ultimately what may help out different firms may depend on where they are located. For partners, the Concierge Service claims 75 funding and advisory programs from 40 federal, provincial and regional partners.
And the Concierge Program is an evolving vision. Ciobanu mentioned that this was merely Year One and that the program would be looking to offer even more services, and not just support.
”We (also) want to grow it to provide expertise,” he said, saying that this is something a direction that will take shape over the next year.
Otherwise, Ciobanu seems eager to be able to see how this new program is working out, once his team gets a few more months, or even a year, under their belt.
Said Ciobanu, “We have a good team working on this, very enthusiastic, and they know the innovation system in Canada.” •
INSULATINGGLASSPRODUCTS
Simple design
erdmanautomation.com
The Erdman 400 Series spacer applicator introduces a new level of automation to the insulating glass industry. This low-cost insulating glass production system works with all flexible spacer systems applying the spacer straight with true 90-degree corners. Minimal operator training and no data input are required for standard operation. The innovative yet simple design allows a significant cost savings over other automated spacer application systems. Low skill-level personnel can produce high quality IGU’s consistently. IGU quality is improved through consistent spacer offsetting from the edge of the glass, which in turn guarantees the desired amount of secondary sealant is applied. Operator fatigue and repetitive motion injuries are reduced. The 400 Series increases productivity with a consistently quick cycle time. Spacer waste is significantly reduced compared to typical manual application. Operators have the option to provide accurate grid placement by slicing the spacer prior to application. www.erdmanautomation.com
Better sightline temperatures
www.fenzi-na.com
Fenzi North America has added to its product base with the addition of the Chromatech and Chromatech
Ultra Stainless Steel warm edge spacers. Manufactured by Roll Tech, a Fenzi owned company, these spacers are available with corner keys and connectors for those wishing to bend on bending equipment. Addressing the ever-changing need to meet more stringent energy codes, the Chromatech line of stainless spacers delivers better sightline temperatures in excess of 17 per cent when compared to traditional aluminum. Both Chromatech and Chromatech Ultra spacer’s are available in a wide range of air space widths. The Chromatech Ultra has a polycarbonate bridge across the top,
available in traditional white, grey and black colors. Combined with our Fenzi Hotver 2000 Hot Melt Butyl, Fenzi Thiover Polysulphide, Fenzi Molver 3A Desiccant, Fenzi Butylver PIB and Alu Pro aluminum spacer profiles, Fenzi North America continues to be a single source supplier for all IG component needs.
Artistic expressions
viracon .com
DigitalDistinctions is a digital printing solution that enables building designers to insert their artistic expressions into a glass façade. Combining the durability of ceramic inks with the versatility of digital printing, DigitalDistinctions provides one proven solution for all glass-printing applications. It enables a vast selection of colours to be applied to a single lite of glass, and is highly customizable to high-resolution images, patterns, text, textures, dots and lines –just to name a few. DigitalDistinctions offers supreme predictability, repeatability and ceramic ink durability, with the added benefits of UV resistance, transparency and scratch resistance. In addition, Viracon’s solar control coatings can be applied directly over the digital image – a turnkey competency for which Viracon is well known. In terms of overall building performance, DigitalDistinctions enhances the functionality of glass by optimizing light diffusion and transmission, energy efficiency, solar control and the support of carbon emission reduction. DigitalDistinctions offers the unique ability to customize individual glass lites, each with its own design, colour scheme and ability to fit a variety of glass systems. It can be combined with clear or tinted glass substrates as well as with high-performance coatings. Similar to its continuing silk-screen technology, Viracon can provide customized, distinct imagery and the essential solar control performance on the most appropriate glass surface.
The need for speed
bystronicglass.com
Bystronic glass offers its SpeedLine automatic spacer application line which is able to produce triple insulating glass
in the same time it takes other lines to produce double units. On the SpeedLine, the fully automated application of the spacers can be performed by two TPS applicator components arranged one after the other. In order to achieve the maximum throughput, the thermoplastic TPS warm edge spacers are applied almost simultaneously. This permits a real, order-based production without any time losses, without having to divide the orders into standard and special formats or subsequently sorting the units. The quick-assembling, gas-filling and pressing of triple IG units is performed by the SpeedAssembler. It is the first unit to simultaneously fill both of the spaces between the lites of triple units with inert gas. This is beneficial to the cycle time as it reduces the filling time for each unit by half. The SpeedSealer makes the quick and flexible sealing of triple insulating glass units in two cycles possible in the last stage of IG production. This ensures that no equipping times are required to exchange nozzles, even when producing units with alternating or asymmetric spaces between the lites. The core of the SpeedSealer is its dynamic mixer. It works with a significantly reduced material pressure compared to a static version. With a flow rate of up to six litres per minute, it also makes the utmost material volume available.
Superior condensation control
crlaurence.com
CRL’s Edgetech Super Spacer is crafted from superior quality insulating silicone foam (used in place of traditional metal spacers) that substantially reduces overall window heat loss and eliminates perimeter edge condensation. It is designed for use with both ordinary and unique insulating glass applications, including sound insulating units, curved and oddly-shaped units, and triple glazed units with art glass inserts. The Edgetech Super Spacer’s silicone foam construction reduces thermal conductivity at the
insulating glass unit edge. The spacer essentially eliminates perimeter edge condensation because the silicone foam contains its own high quality lowdeflection molecular sieve desiccant. The permeability of the foam allows for fast moisture pick-up. To reduce moisture vapor and gas transmission, the silicone spacer is backed by a high-performance, multi-layer barrier film. CRL’s Edgetech Super Spacer is available in a 66-footlong roll and comes in various widths from 3/16 to 3/4 inch. Standard colours are black and gray, with custom colours available on special order.
Beats metal-based systems
quanex.com/architect
Super Spacer TriSeal from Quanex Building Products is a flexible, silicone foam spacer with a unique triple seal designed to satisfy the toughest commercial glazing demands, including silicone structural glazing. With its shock absorbing tendencies and a robust construction, Super Spacer TriSeal is an
energy-efficient solution that compensates for common glazing stresses found in the extreme Canadian climate, including high wind loads, snow loads, driving rain and widely fluctuating temperatures and barometric pressures. Because of its resiliency, Super Spacer TriSeal is proven to dramatically reduce stress cracks and premature seal failure over metal-based systems. IGU manufacturers can achieve the best in aesthetics, energy efficiency, strength and durability in architectural glazing projects with the Super Spacer TriSeal warm edge spacer system.
Improved quality and consistency
The Erdman Fixed Head IG Secondary
Sealer is a simple and economical answer to your insulating glass secondary sealing needs. The stationary sealant application system gives your operator the ability to easily apply a professional, high quality, consistent secondary seal to your insulating glass units. The Erdman Secondary Sealer can deliver cycle times up to 50 per cent faster than hand gunning, even without including time saved on scraping and clean-up. The total quality and consistency of your seals will be improved. All four corners can be completely packed. The Erdman Secondary Sealer can be justified by reductions in over-fill, excess purging, IG clean-up and eliminated under-fill. The quality of the seal achieved rivals expensive, fully automated machines. The Sealer can be configured for dual- and triple-pane units in one pass. Special shapes can be precisely sealed with no program change.
by BRIAN BURTON
Brian has launched a new venture specializing in technical business writing; Award Bid Management Services http://award-bid-management-services.com/. He can be reached at Burton@award-bidmanagement.com
Historical currents
Over the past two years I have had the opportunity and privilege to photograph and inspect a number of buildings that were constructed in the 1920s and 30s. At that time, some parts of Canada experienced very rapid growth as the country finally regained its economic footing after the World War I. We contributed a great deal to the war effort, especially when you consider the size of our population at the time, and the markets for prairie wheat and the manufacturing sector grew rapidly as a result. The end of the war did bring about an economic recession, but by 1921 the Canadian economy rebounded. Canadians also acquired an appetite for what were once considered luxury items like automobiles, appliances and our standard of living, especially with regard to contemporary housing, increased dramatically. There are detailed records available regarding the consumption of building materials and the census clearly shows that in the period between the years 1921 and 1923, and again between 1928 and 1931, the nation experienced strong surges in construction starts and fenestration products played a key role. The primary materials were wood and glass.
Following the Second World War, the same pattern from the ‘20s repeated itself and we experienced another building boom as Canadians migrated in considerable numbers to the urban centers. New home construction was supported during this period by agencies like the Canadian Mortgage and Housing Corporation and the Canadian General Standards Board. By the late 40s and early 50s we started to see more windows constructed using aluminum, and in some cases, steel. Most of these buildings were built in a manner we would call “robust construction,” and
Many of the professionals I spoke to suggested that the cost of building replacement is now simply too great.
FENESTRATION
the use of masonry, slate and stone was common. Still, when undertaking condition assessments of these buildings we can’t expect them to last forever, regardless of the clearly evident quality of construction. In a few cases the structures are no longer functional or safe by today’s standards.
At the current time we are experiencing another building boom. It is a well-known fact that Toronto has more condominiums under construction than any city in North America. My guess is that these condominium building starts will continue for the foreseeable future. In addition to Toronto, there is a lot of construction activity in Calgary, Montreal and Vancouver. These four major urban centers are grabbing all the headlines, however, other cities are moving forward as well.
I have read several reports forecasting this increased construction activity to continue through 2017 and 2018. Certainly this is good news for everyone concerned. While inspecting and photographing these buildings, both old and new, I couldn’t help but making note of the quality of the fenestration components. It is obvious, in my opinion, that we are world leaders in the design and fabrication of windows and doors. Yes it’s true this may be partly the result of our climate but it’s also evident that we have fostered the expertise and invested in the technology to remain in the forefront.
As we move forward refurbishment, repair or adaptive re-use are options we will need to consider. Many of the professionals I spoke to suggested that the cost of building replacement is now simply too great. The age of our existing building stock, changing demographics and the continuing rise in energy costs will drive a continuing interest in overcladding. This process involves refurbishment of the building envelope and downsizing of the HVAC equipment. I suspect we will also see a continuation of the trend towards adaptive re-use of entire buildings. •
Clearview
by FRANK FULTON
Frank Fulton is president of Fultech Fenestration Consulting. He has been in the industry for 30 years and can be reached via e-mail at fultech.fc@gmail.com
Corporations behaving badly - Part 2
In the last issue I told you that I finally ran out of cheques, what happened when I tried to order new ones from the Davis + Henderson (D+H) Corporation, and eventually ended up with a teller at my bank branch.
She told me I could get a hundred cheques for a little over $50. I explained that I didn’t need duplicate cheques, decorative gold leaf or silver inlays, just plain old paper cheques, even using recycled paper, would do just fine. She understood. “Yes, fifty dollars.” I told her I must research this further and please do not place an order for me at this time. There must be some misunderstanding. I contacted D+H by e-mail to ask if they accept personal cheque orders on line and where I could find their prices on their website. I also explained the quote I had received at my bank branch, asked if they now make the cheques out of platinum, and requested an economically viable alternative. I received a reply telling me that the price of $50 is correct and that if I wanted additional information I should phone their “cheque advisor” during normal working hours. Now I feel like I’m being played. Until they got me all wound up, I didn’t know much or care much about D+H. One hit on Google and it soon becomes apparent what is important to this behemoth: acquisitions, shareholder relations, and U.S. growth. Their revenue in 2012 was a whopping $757 million with $301 million of that coming from their Payment Solutions division that includes selling cheques. Adjusted net income for the year was $108 million. There is a megapile of information presented for investors, financial statements up the ying yang, and page upon page of corporate speak. Surely a monster like this that spends millions on their website would be capable of maintaining a cheque ordering page
“Customers are only satisfied because their expectations are so low.” - Blanchard & Bowles
that actually works.
YOU BET YOUR GLASS
A few years ago I read what has become my favourite book on business relations and customer service called “Raving Fans” written by Ken Blanchard and Sheldon Bowles. I liked it so much I’ve read it about six times now, but that’s largely due to the fact that it is quite short, has large printing, doesn’t have too much written on each page, and can be plowed through in about an hour or so. In other words, it’s perfectly suited for the limited attention span of folks in the glass industry. The authors take on the service provided by corporations these days is “Customers are a revolt waiting to happen. They’re only satisfied because their expectations are so low and because no one else is doing any better.”
I replied to the D+H suggestion to contact their advisor in a polite manner, thanked them for the courtesy of their reply, and notified them that I had opted to make my purchase of cheques from another vendor and that my reasons may be of interest to their sales and marketing people. I explained that I do not believe that they actually accept on line orders and purposefully do not publish their cheque prices. If they did, consumers would immediately shop for alternatives on line as I did. Instead, they manipulate consumers to go to their branch without knowing the price in advance and expect they will place an order at inflated gouging prices because they are not aware that there are other options. I let them know that my experience gave me a very bad impression of their company and that I considered their methods to be contrived and underhanded. I felt they were trying to screw me, it made me angry, and it made me take my business elsewhere. I ended up buying my cheques from a company called ASAP Cheques for less than half the price D+H wanted.
Another gem from the “Raving Fans” book on the value of customer feedback is “Silence is a message and usually it’s not a good one.” I will often offer my opinion, both good and bad, if I think it will help someone, and went on to tell the D+H people that “I’m the one in a thousand who will bother to send you a note like this, the other 999 people you alienated with your tactics will simply place their purchase elsewhere and you will never know why”. They haven’t sent me a thank you note yet. •
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