Convenience & Carwash Canada_mar apr 2016 by edge advertising

CONVENIENCE & CARWASH CANADA

MARCH | APRIL 2016

Canada’s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash Publication

WCSA Update – Preparing for Economic Recovery Building A Quality Workforce Changes and New Initiatives at NACDA

Mobile Payment Options – One Size Does Not Fit All

The New Shine Auto Wash Outshines them all

What’s Hot in Cold Beverages

Getting the Most out of Dispenser Calibrations

Site Cleanliness – A Top Priority for Customer Retention

Reducing Car Wash Damage Claims to Near Zero.

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MARCH / APRIL

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CONVENIENCE & CARWASH CANADA

Cover Story

Industry News

Instore, Nutrition & HR/Staffing

Carwash, Petroleum Technology

63 15 29 39 Using Advanced Technology to Optimize Carwash Entry Entry stations are a critical component in the complete technology package that is used to interact with customers at the carwash.

A New Way to Pay with Mobile Technology The use of mobile banking is on the rise and payment methods continue to change.

NACDA Update Changes and new initiatives at NACDA.

Mobile Payment Options One size does not fit all options for Integrating mobile payments into your business.

Protect Your Store Cleanliness A Top Priority for customers C-store and carwash cleanliness – a top priority for customers.

35 High End Food Service Accessories Customers expect high-end cups, lids, condiments, creamers, flavour boosters, and other accessories.

Building A Carwash That Outshines Them All Shine Auto Wash opens a new Burnaby, B.C. location.

45 Launch Your Profits with Affordable Family Fun! Offering fireworks differentiates a c-store and helps boost profits.

51 Get The Most Out of Your Dispenser Calibrations Equipment, accuracy and the associated techniques make a measureable difference in your bottom line.

24 What’s Hot in Cold Beverages Staying on top of the hot trends in cold beverages.

57 Carwash Sales and Marketing How to aggressively promote and market your carwash.

Upcoming Events April 11 – 13 NACS State of the Industry Summit Chicago, IL www.Nacsonline.com

June 1, 2016 WCSA CS Expo 2016 Anvil Centre New Westminster, BC www.csexpo.ca

May 11 – 13, 2016 2016 PEI Women Conference Bourbon Orleans Hotel, New Orleans, Louisiana www.pei.org/WomenConference

June 8 & 9, 2016 Atlantic Convenience Stores Association Maritime golf tournament Fox Creek Golf Club, Moncton, NB

May 9 – 11, 2016 Int’l Carwash Association The Car Wash Show Nashville, TN www.thecarwashshow.com

August 25, 2016 Atlantic Convenience Stores Association Newfoundland Charity Golf Tournament St. John’s, Nfld

Reduce Car Wash Damage Claims to Near Zero Take a gentler approach to eliminating damage claims with high-quality “gentle foam.”

October 18 – 21, 2016 NACS / PEI 2016 Georgia World Congress Centre Atlanta, GA

www.nacsshow.com

November 13 – 15, 2016 July 7, 2016 Gulf Car Wash - Car Care Expo WCSA 7th annual Charity Dubai, United Arab Emirates Golf tournament www.mectw.com/gulf-carwash/ Glen Eagles G.C.C. Cochrane, AB

What’s New

76 - 78

MARCH / APRIL

Publisher’s Message

Spring is just around the corner! Really. The days are getting longer, the sun, a little warmer. In this issue, we present you with information that perhaps you never really think about. When was the last time you talked to your customers about your condiments and what they really want? Or, do you just purchase the cheapest, the most convenient products that you can and focus on coffee sales? There are some great new products on the market that will have your customers sighing with pleasure as they snap that cup lid on the cup that it was actually made to fit, or as they stir in that sweet Canadian made honey into that specialty coffee that they stop at your store to purchase, every morning. It matters. How about the cleanliness of your site? Do you take the time to wipe those finger prints off the door and do you keep the food counters spotless? Recently, I took a long road trip and thought that I’d take the opportunity during this long drive to document cleanliness, both of stores and bathrooms over this 4500 kilometer were proudly clean. With the exception of three stores, two major chain and one small independent, every store we stopped had the pride of ownership cleanliness. Some sites had odd offerings, a large weigh scale, one outside the men’s and ladies bathroom door and then another on the inside. I’m not sure if this was to be a deterrent to buying the roadside heavily calorie food products or perhaps just because. A few of these sites were so clean their bathrooms were reminiscent of a friend’s home with lit scented candles and the best hand soaps, gleaming marble countertops and the best toilet paper. How does your site rate? Find out how patrons might be rating your bathrooms online in our article “Cleanliness, A top Priority for Customers” on page 29. Consider this, every time a customer walks into your store, it’s an opportunity to make a good impression, and the first impression is what you put out there to gain a customer base, those who return may tell a friend – and that friend might tell others, and so on. So keep your environment clean and inviting. We are preparing for our 2nd annual CS Expo being held June 1st in New Westminster. Find out more about this exciting networking opportunity, with great speakers at www.csexpo.ca. We look forward to seeing you there. As always, we thank you, our valued readers for your continued support. Your emails and phone calls mean a lot. If you read an article you love, tell us. If you have an article idea that you’d like to see in an upcoming issue, please call us.

PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Cathie Fedak 905-665-6071 cathie@convenienceandcarwash.com MANAGING EDITOR Eva Chambers echambers@convenienceandcarwash.com DIGITAL/SOCIAL MEDIA Eva Chambers echambers@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production EDITORIAL ADVISORY BOARD Ian Burton, PD McLaren Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Gunnar Beauregard Eva Chambers Angela Altass Fred Grauer Anne Kathawala Mike Perry Dave Rajala Del Williams Brandi Winnicki CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

Brenda Jane Johnstone Publisher

CONVENIENCE & CARWASH CANADA

Editor’s Message

An invitation to our readers– join us online. This June marks the eighth anniversary of Convenience & Carwash Canada Magazine (CCMag). In 2008, we also launched our Web site where readers were able to access industry news, articles, and a comprehensive buyers guide at www.convenienceandcarwash.com. As social media became popular, we created the magazine’s Facebook and Twitter communities, which have continued to grow and become more engaging. This June, www.convenienceandcarwash.com is getting a fresh design, with new features to enhance the user experience. We are adding new functionality that includes, a video library, easier access to past articles, a search function, and a quick view of our social media channel posts. We’ve also improved the look of the Web site for both desktop and mobile versions. You’ll continue to find rich editorial and helpful videos covering a variety of c-store and carwash related topics and the latest news. A special thanks to those of you who have reached out to suggest articles and other topics we should cover. We value your input and look forward to sharing new articles and event coverage of the 2016 CSEXPO (www.csexpo.ca) with you soon.

Eva Chambers Managing Editor Facebook: www.facebook.com/convenienceandcarwashcanada Twitter: @carwash Canada

CCWC New website features: • Video section for advertisers and editorial • Twitter feed • Searchable content • Articles presented within the website

CS Expo website features: • Event schedule update until the event • About the conference and why it’s important to attend • Online registration • Location, map and contact informtion.

Convenience & Carwash would like to introduce you to our new advertisers. CradlePoint page 38 Exacta Car Wash Systems page 60

MARCH / APRIL

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CONVENIENCE & CARWASH CANADA

THE

Convenience Store Expo 2016! PREPARING FOR THE ECONOMIC RECOVERY

The Western Convenience Stores Association (WCSA) is preparing to host its second annual Convenience Store Expo. Last year, rather than separating people through the traditional tradeshow booth arrangement, the WCSA had a vision for the CSEXPO event that was more open Although Western Canada is clearly feeling and engaging. One the effects of pressures on the Oil and Gas that would allow industry, better times will come again, and retailers to compare the WCSA believes now is the best time competing products to start preparing. Klukas explains, “This and services in a industry must be ready to support quick natural convenience growth in economic activity, and that store environment. means being prepared to find good people “This worked very well who are willing and able to take a job in and we are planning the industry.” to improve on the The WCSA is engaging in this work on concept in 2016,” says two fronts. First, they are connecting with Andrew Klukas, WCSA the new federal government to elicit supPresident. port for a strategy to ensure the West is The event will take ready for growth when it comes. Part of place on June 1, 2016 that strategy must include fixing the Temat the spectacular porary Foreign Worker Program put in new Anvil Centre in place in 2015, and which makes it extremeNew Westminster BC. ly difficult to retain foreign workers when For more information it is not possible to hire locals. “There is no about the event, our reason why this industry should not benspeakers, or to register, efit from some of the exemptions that are visit www.csexpo.ca. enjoyed in the agriculture industry – small

changes that can kick in at the right time and ensure we are ready to support the rest of the economy,” says Klukas. Second, the WCSA is entering a partnership with Mindfield to revitalize the industry brand in the workforce. “The convenience and gas industry offers excellent career opportunities and great first employment opportunities for Canada’s young people,” notes Klukas. “Here new entrants to the workforce can learn about good customer service and safety standards that will benefit them throughout their lifetimes.” In April, the WCSA plans to launch a pilot project in the Calgary, Alberta area to build industry capacity to recruit and retain domestic employees. “We are excited about this partnership with Mindfield and for developing a new private-sector solution to the challenge of hiring and retaining great people,” states Klukas.

By: Cameron Laker

MARCH / APRIL

Building A Quality Workforce for Your Convenience Stores Your employees are your ambassadors. They represent your business to your customers at the store-level every day. Their effectiveness defines your success in a market defined by convenience. So what better reason to select the right employees who exhibit that brand of customer service to join your team? There are best practices to hire employees that want to work at a convenience store. We can’t cover all the topics in this article, so we’ll focus on some crucial concepts.

administration, inefficiencies on the store-level due to slow initial productivity and also the potential loss of customers.

What is it actually costing you?

Industry insights

Hiring a bad employee can cost you, but do you know how much? Many companies measure turnover rates but few truly understand what it costs to replace an employee. There are two core cost considerations when evaluating the costs of employee turnover: 1. Direct costs are highly measurable and can be broken down into three major costs: • Separation costs – such as separation pay. • Replacement costs – such as job ads, and new employee administration. • Training costs – formal and on the job training. 2 Opportunity costs are caused by the replacement of employees with a lack of experience. These costs are harder to measure because of a lack of tracking systems. Consider the impact turnover has on customers and ultimately sales, inventory shrinkage, paperwork errors that affect other

In 2000, Coca-Cola Retailing Research Council created a study focused on calculating the cost of store-level turnover in the retail grocery industry and found that the average annual turnover cost per store was $190,000. Although the report was based on the grocery industry, Mindfield and retail industry professionals use this report as a benchmark to measure retail costs of turnover. Here were the results: Status

Cashier

Union

$4,313

Non-unions

$2,286

Store Manager $34,735

CONVENIENCE & CARWASH CANADA

Calculating your cost of turnover Mindfield’s recommendation is to use this framework as a benchmark when calculating your cost of turnover. The impact to your business size could be the following: Number of Turnover Annual Employees Rate Hires

Cost of Annual Cost Turnover of Turnover

100

65%

$2,286

$148,590

500

65%

325

$2,286

$748,950

1,000

65%

650

$2,286

$1,485,900

2,500

65%

1,625

$2,286

$3,714,500

5,000

65%

3,250

$2,286

$7,429,500

10,000

65%

6,500

$2,286

$14,859,000

15,000

65%

9,750

$2,286

$22,288,500

Assumptions: We used an average turnover rate of 65%. We used the cashier role, which has the lowest cost of turnover that was measured in 2000.

We found that the cost of turnover for many organizations is now closer to $6000 to $7000 per employee. This is typically due to heavier training costs that drive direct costs up. Understanding total cost of employee turnover is one of the first things we do at Mindfield to vet and identify the return on investment Mindfield solutions and strategies can offer our customers.

So how do you do it right?

falling in between. The first objective is to ensure the applicants that benchmarked on the lower half of the curve never enter the hiring picture.

Key elements to the screening process 1. Behavioral Assessment – rank candidates behavioral qualities to get an overall score on how they would fit within your company. 2. Phone Interview – review the candidate’s experience, attitude and demeanor over the phone. 3. On-Site Interview – use an interview guide with questions based on the results from their behavioral assessment. 4. Reference Checks – gather candid feedback from applicant’s previous employers. It is a great predictive tool for their potential success at your company. 5. Criminal Background Checks – do your due diligence to identify any red flags that the candidate did not disclose. This is a precautionary step to ensure you maintain a safe work environment and reduce the risk of employee theft.

Don’t forget about the candidate Reduce the barriers to participation and make it simple for candidates to apply and understand what is expected of them and what the next step in the hiring process will be. Solidify a good channel for communication to guarantee clarity for applicants. The candidate’s experience has financial implications to consider. In a 2014 study of candidate experiences across North America, it was found that: • 9% of the candidates who had a bad experience stopped being customers • 32% who had a bad experience would be willing to speak out publicly about their negative experience

Today’s job seekers are using all channels to research, vet, and apply for jobs. Mindfield’s analysis of our retail customers’ career sites finds that 25% of hourly job seekers visit using mobile devices. Do you know how your brand is being presented across all Get off the re-hiring cycle devices? This includes your website, social channels, and careers It is not easy but with focused effort it can be done with surprising site. A consistent look and feel will provide that brand recogni- results. Understand your cost, make sure your application process is easy and clear, use pre-hire assessments to improve tion for job seekers. your process for identifying quality candidates, and • Ensure all elements on your careers site are mobile-optimized and search engine optimized. THE COST OF rely on the data to weed out potential bad hires from ever entering your workforce. • Add functionality so job seekers can use filters to TURNOVER Hiring strategies such as these have helped Mindfind roles that are of interest to them. FOR MANY field’s clients dramatically reduce their costs of turn• Be concise with your job descriptions and make ORGANIZATIONS over; reduce costs of employee overtime; increase the sure there is a clear call-to-action. IS NOW CLOSER customer service experience with best-fit employees, • Make it easy and quick for candidates to apply. and increased the quantity of good applicants who • Promptly engage with candidates once they’ve TO $6000 TO want to work at their stores. applied to build a sense of confidence. $7000 PER You’ve got applicants, now what? EMPLOYEE. A data-driven hiring strategy can be implemented to avoid hiring from your gut. The goal is to create a process that will allow you to make quality hires more consistently. Pre-hire assessments are great tools to screen Author: Cameron Laker applicants against a quality benchmark and reduce the chance CEO & Co-Founder of Mindfield of making poor hires. Envision the quality of your workforce in Connecting Like-Minds www.mindfieldgroup.com a bell curve, with a bottom 20% and a top 20% and everyone else

MARCH / APRIL

JOIN US THE

THE

FOR THE 2016 CONVENIENCE STORE EXPO (CSEXPO)

Join us in New Westminster, B.C., for the second annual CSEXPO, an open and engaging event where retailers can come and compare C-Store, Carwash, and Petroleum Equipment products, in a natural c-store setting. This is an opportunity for retailers to meet new suppliers and distributors, find new ideas, products and services, to help increase their sales, attract new customers, and grow their brands and businesses. LOCATION: The Anvil Centre, 777 Columbia Street New Westminster, BC. DATE: Networking Event, May 31 (6:00 PM) Expo, June 1, (9:00 AM to 4:00 PM) KEYNOTE SPEAKER: Bobby Sahni, Partner & Co-Founder Ethnicity Multicultural Marketing + Advertising Topic: Shopper Diversity: Attracting & understanding new customers. Join multicultural marketing and diversity industry veteran, Bobby Sahni, as he shares perspectives, insights and experiences on how to thrive in an increasingly diverse world – today, tomorrow and forever. To register or find out more about this unique event visit www.csexpo.ca or contact: Brenda Jane Johnstone Publisher & National Account Manager Convenience & Carwash Canada (204) 489.4215 bjjohnstone@convenienceandcarwash.com

The Western Convenience Store Association with Convenience & Carwash Canada would like to thank our current confirmed sponsors for the 2016 CSEXPO. Join us for the second annual CSEXPO, an open and engaging event where retailers can come and compare C-Store, Carwash, and Petroleum Equipment products, in a natural c-store setting.

CONVENIENCE & CARWASH CANADA

WCSA and Core-Mark Int’l in partnership Convenience & Carwash Canada CATE GO RY S with PO NS OR would like to thank our current confirmed sponsors:

C at e g or y S p o n s o r GOLD S PO NS O R

SILVE R S PO NS O R

G ol d Sp o n s o r

BRONZE S PO NS O R

MARCH / APRIL

By: Anne Kothawala

CONVENIENCE & CARWASH CANADA

National Convenience Stores Distributors Association (NACDA) Update 2016 started off with a number of changes and new initiatives at NACDA. Our website was relaunched with a refreshed look, a new Chair and Vice Chair were elected to the Board of Directors, and the C-store industry participated in a lobby day in Ottawa.

Peter Kerr Chair

Jackie Bellerose Vice-Chair

Marc Gagnon

A Refreshed Online Presence

Elected officials heard about the impact of overregulation on the industry, the unintended consequences of flavour bans and plain packaging in tobacco, credit card fees and the problems with grey market confectionery. • Over-Regulation: One of the most highly regulated industries, the annual cost for compliance in Canada is $267 million. • Flavoured Tobacco Bans: History has demonstrated that bans fuel the illegal market, making contraband brands available in New Leadership at the Board Table greater number than legal brands. Early this year, NACDA welcomed Peter Kerr • Plain packaging in tobacco: Data shows as the new Chair to the Board of Directors. that implementing plain packaging has Jackie Bellerose was also elected into the role had no effect on smoking rates and has of Vice-Chair. The two will work together with increased the consumption rate of illicit the Board of Directors, providing leadership tobacco products. and industry experience that is sure to guide • Credit Card Fees: Credit card ‘swipe fees’ NACDA through the coming years. charged to Canadian retailers are amongst NACDA would also like to extend thanks the highest in the world, with an annual net to Marc Gagnon for his commitment to the cost of $36,000 per convenience store. Board throughout the past two years. Under • Grey Market Confectionery: A signifihis direction, NACDA has achieved many accant quantity of grey market confectionery complishments, most notably the affiliation products are entering the marketing place with the Canadian Convenience Stores Assoand resulting in health and safety hazards ciation. His presence will be missed around the for consumers. board table.

The new NACDA website focuses on the needs of our members and the public. As many are looking to find information quickly and on-the-go, we created a website that would be mobile-friendly and user-friendly. From details about our awards programs and annual Summit, to advocacy updates and NACDA news, our website enables visitors to get the information they need, wherever they are.

Lobby Day for Convenience

On February 22 and 23, retailers, distributors and manufacturers from across Canada met in Ottawa to raise awareness about the economic impact of convenience stores and to address federal regulatory issues influencing the industry.

Learn and Network at THE Industry Event

The National Convenience Industry Summit is THE leading convenience industry event. Taking place in Collingwood, Ontario on September 28 & 29, join with colleagues as we share best practices and industry trends. More details can be found on our website at www. nacda.ca. Mark your calendar today!

grow YOUR BUSINESS

NATIONAL CONVENIENCE INDUSTRY SUMMIT save the date don’t miss the industry event of the year Collingwood, ON Sept 28 - 29, 2016

learn

network

share YOUR IDEAS

MARCH / APRIL

Spring

CONFERENCE

MAY 11-13, 2016 NEW ORLEANS, LA LEARN MORE & REGISTER AT WWW.PEI.ORG/WOMENCONFERENCE

“RUNNING TOWARD CHAOS” Natalie Stavas, M.D. Attending Physician, Boston Children’s Hospital Pediatrics Instructor, Harvard Medical School

“THE FUTURE OF FUELS” John Eichberger Executive Director, The Fuels Institute

“SPEAK TO BE HEARD! INFLUENCING OTHERS TO TAKE ACTION” Stacey Hanke Founder, Stacey Hanke, Inc.

“OUTRAGEOUS PREDICTIONS ABOUT THE INDUSTRY: TRUE OR FALSE?” Bob Renkes Executive Vice President, PEI

“ATTITUDE SCHMATTITUDE: HOW TO STAY POSITIVE” AND “NEW TRICKS: CONQUER THE CHALLENGE OF CHANGE” Vicki Hitzges Former television news anchor and talk show host

By Angela Altass

CONVENIENCE & CARWASH CANADA

31%

of Canadians reported using mobile banking in the last year, a figure that was up from five per cent in 2010. 2014 Canadian Bankers Association (CBA) poll.

Mobile Technology:

NEW WAY TO PAY The use of mobile banking is on the rise in Canada and the way customers pay for transactions is continuing to change.

“Today’s consumers are mobile-focused age the technology in their homes, work, and businesses, like convenience stores, shop and pay all on the go through moare adapting to this growing trend,” says bile devices,” says Derek Colfer, head of Michael Eckler, director, mobile products, technology and innovation, Visa Canada. Moneris Solutions. “Mobile applications get that much more In a 2014 Canadian Bankers Associa- interesting when they intersect with paytion (CBA) poll, 31 per cent of Canadians ments and when secure commerce and reported using mobile banking in the payments are embedded into every day last year, a figure that was up from five experiences.” per cent in 2010. Twenty-six per cent said Of the three billion people on the Intertheir use of mobile banking was increasing, net today, one billion have already made a particularly among younger Canadians, al- purchase online and, in many cases, using though 21 per cent of people over the age a mobile device. of 65 also said it was increasing. “More than half–58 per cent–of credit “In today’s mobile world, consumers card users who have made purchases in want to be able to do such things as man- person reported having used contact-less

payments and almost three-quarters–74 per cent–of contact-less payment users consider this type of payment quicker than other card payments,”. The Visa Mobile Payment Platform in Canada offers Visa cardholders the ability the make contact-less payment transactions using their cell phones. Visa mobile payments are ideal for stores with high volumes of customers, where speed is essential, says Colfer. “The Visa Mobile Payment Platform extends the functionality of the Visa payWave contact-less payments to mobile phones,” says Colfer. “The customer follows simple prompts on the reader,

MARCH / APRIL

MILLION USERS expected to use mobile payment transactions in 2016. An increase from 16.4 million in 2014.

terrific new product we think will really apwhich shows when the transaction has been peal to their customers.” processed. In most cases, the Visa payWave According to Michael Eckler, mobile techterminal simply connects to your existing nology in the payments space is continuously chip-reading POS terminal.” evolving with processors working to improve Today’s consumer expects to have access and add new features and functionalities. to secure payments and finance anywhere at He indicates that “with 46 per cent of busiany time with any device. nesses expected to be using tablet-based “The payments industry has changed dramobile point-of-sale (mPOS) technology by matically,” says Colfer. “We have seen these 2019, smartphones and tablets are leading changes and have been working to ensure the redesign of many payment and retail enthey are as reliable, safe and beneficial for vironments,”. everyone in the digital world as they have Moneris’ PAYD Pro Plus is an been in the physical world. We 46 PER CENT mPOS and business managework closely with our Canadian ment solution that empowers banking partners to provide inOF BUSINESSES retailers like convenience store teroperable, scalable and secure EXPECTED owners to manage their invenmobile payment experiences for TO BE USING tory, sales and customer profiles Canadians.” TABLET-BASED from an intuitive, customizable The next phase of payments MOBILE POINTapp on their iPad. is being driven in a large part OF-SALE (MPOS) “PAYD Pro Plus accepts both by mobile technology and new debit and credit card payments flexible and open payment techTECHNOLOGY through a compact and secure nologies that enable the creBY 2019, EMV chip and PIN entry device ation of innovative new ways to SMARTPHONES called the Moneris PAYD PIN pay, says Colfer. AND TABLETS pad,” says Eckler. “In addition “It’s also driven by changing ARE LEADING THE to credit and debit, this PINconsumer behaviour, which pad accepts contact-less tap is starting to embrace mobile REDESIGN OF payments from contact-less technology as a new way to pay, MANY PAYMENT cards, mobile wallets and wearbe paid and better manage fiAND RETAIL able technology, like the Apple nances,” says Colfer. “Our goal ENVIRONMENTS. watch. This functionality allows is to ensure that the consumconsumers to use their preers’ overall experience, whether ferred method of payment no matter where buying in the physical or digital world, in they are shopping.” over 200 countries, through any technology Mobile POS solutions help store ownis simple, safe and seamless.” ers offer faster, easier and more convenient DC TAG is a payment wristband that altransaction processing, fostering a better lows on-the-go consumers the ability to overall customer experience and more effipurchase products using the Visa payWave cient business operations, says Eckler. They technology. also provide access to real-time sales report“Consumers are increasingly mobile and ing and useful business management tools, these bands are particularly suited to the ache adds. tive lifestyle,” says Mike Kelso, vice president, “PAYD Pro Plus is an end-to-end retail sales Innovation, DC Payments. “As merchants solution that provides convenience store ownlook for ways to make it easier to purchase ers with access to Moneris’ payments experts, goods and services on the go, we’re offering a

CONVENIENCE & CARWASH CANADA

When someone is making a purchase at a point of sale, none of their financial information is transmitted so it’s not at risk. A token is a unique number that cannot be used for anything else and it ties in securely to the payment processing network. on-site installation, and training, as well as integrated accessory combinations, including cash drawers, scanners, receipt printers and stands,”. The Moneris’ mPOS solutions help reduce overhead costs for business owners as mobile devices are developed with sophisticated operating systems that support the hardware and software of mobile payment systems. “Typically, the up-front hardware and software investment is much lower and the maintenance requirements of mPOS solutions is significantly less when compared to traditional POS offerings,” he says. “Consumers value their time, ease of technology use, and the security of their card information. With mPOS solutions, retailers can focus on serving their customers and running their business with greater efficiency and speeding up the check-out process.” He also states that businesses are leveraging the simplicity that mobile devices offer at a steadily increasing rate. “In 2014, eMarketer data shows that 16.4 million users performed a transaction using mobile payments and that is expected to increase to 23.2 million for 2015,” says Eckler. “In 2016, this number is expected to increase to nearly 38 million users. Investing in mPOS solutions that are equipped to accept these forms of payment is crucial for business owners.” Canadian consumers and merchants use debit more than any other payment type, says Avinash Chidambaram, vice president, New Platform and Product Development, Interac Association/Acxsys Corporation. “Debit is nearly ubiquitous from an acceptance standpoint with merchants from coast to coast,” says Chidambaram. “We are Canada’s domestic debit brand and for more than 30 years, we have championed innovative payment solutions allowing Canadians to access their own money securely. Extending our strong value proposition to mobile payments is a given. Mobile Interac Flash brings Interac Flash, our contact-less enhancement

of Interac Debit, to the mobile form factor.” Mobile Interac Flash is designed to work on any device or mobile wallet that supports near field communication (NFC); Europay, Mastercard, Visa (EMV); and tokenization technologies. “We’re actively working on and delivering innovative, secure and value-added mobile solutions to further the development and growth of mobile payments in Canada,” says Chidambaram. SmoothPay, founded in 2013, provides an integrated POS system that combines payment with loyalty. “When a customer pays with SmoothPay, they get discounts and loyalty rewards automatically,” says Brian Deck, co-founder, SmoothPay. “We use tokenization. When someone is making a purchase at a point of sale, none of their financial information is transmitted so it’s not at risk. A token is a unique number that cannot be used for anything else and it ties in securely to the payment processing network. A token is a number that identifies the user at that specific moment in time. One of our unique approaches is that we have expiry of tokens so even if you were to capture a token you couldn’t use it for a transaction later on.” Research conducted by the Canadian Bankers Association shows that 43 per cent of Canadians expect to be conducting their banking using mobile devices in the near future. In the CBA study, Canadians said they believe that the introduction of new innovations will change how they pay for things and 23 per cent said they don’t think they will be carrying cash in 10 years.

43% Canadians expect to be conducting their banking using mobile devices in the near future. and 23 per cent said they don’t think they will be carrying cash in 10 years.

18 MARCH / APRIL Amongst our numerous media partners

14 – 16 June 2016, Stuttgart, Germany

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by Gunnar Beauregard

CONVENIENCE & CARWASH CANADA

Integrating Mobile Payments into Your Business Generally, the term “mobile payments” has been used to describe a wide range of technologies that enable users to make purchases using mobile devices such as smartphones or tablets. When digging deeper, the use of mobile-payment technology usually falls into one of two categories: in-person and online transactions. Customer’s acceptance of the technology is generally tied to greater functionality.

MARCH / APRIL

pared to NFC-enabled credit cards, which There are some significant differences between in-person and online mobile- may be the driving force behind their slow rate of adoption by consumers. payment transactions. Inperson transactions make NOT ALL APPS Integrating Mobile use of onsite hardware ARE UNIVERSALLY Payments to receive encrypted ACCEPTED, THE into Your Business tokeniz ed pay ment USER IS STILL Mobile-payment apps will only credentials that have thrive and gain in acceptance REQUIRED TO been sent from a mobile when they offer true utility device through the use of CARRY THE CREDIT beyond simple payment near-field communication CARD THAT IS capabilities. One example (NFC), magnetic transfer REGISTERED IN of an industry that is taking or barcode technology. THE APP. THAT advantage of the full range of Online transactions, functions that mobile apps SAME CREDIT CARD on the other hand, are CAN GENERALLY can offer is the commercialsimilar to traditional airline industry. Airlines are e-commerce transactions BE USED TO now allowing customers to that are conducted from COMPLETE A TAP- complete a wide range of a computer terminal, but STYLE PAYMENT tasks from an app on their they have been optimized THAT USES ITS mobile device, including for mobile devices. perusing and selecting flights, EMBEDDED NFC Online transactions are purchasing tickets, checking generally subject to higher CHIP. in and downloading boarding processing costs as they are considered “card not present” transactions. Looking specifically at in-person transactions—the class of which includes paying for a car wash at an entry station—there are currently multiple mobilepayment technologies that are available to consumers in Canada, with Apple Pay, CIBC Mobile Payment App, Desjardins Payment App, UGO PC App, RBC Wallet App, Scotia Bank My Wallet and TD Mobile Payment among the most popular. The one thing that they have in common is that they all use NFC to communicate the linked payment credentials and they require the merchant to have NFC-enabled payment equipment. Certain customers will prefer to use NFC-enabled credit cards, Apple Pay and banking apps. The payment preferences of these customers highlight the importance of having an NFC-enabled payment unit, such as the PDQ Access carwash-activation terminal. However, since not all of these apps are universally accepted, the user is still required to carry the credit card that is registered in the app. That same credit card can generally be used to complete a tap-style payment that uses its embedded NFC chip. This setup means that these payment-only apps do not offer significantly more utility to the consumer or the retailer when com-

passes, which can be shown and scanned at the gate without the need of a paper ticket. In this way, airlines are binding their customer’s in-person and online experiences to the use of mobile apps. Savvy carwash operators are also beginning to recognize and understand the benefits that mobile payments—from both an in-person and online standpoint—can have for their customers. Many customers’ first interaction with a business will be online. The importance of an effective Web presence has been clear for many years. What is changing is the customer’s expectations regarding pre-purchasing servicebased products online. Recognizing this trend, in 2014, PDQ Manufacturing, Inc., rebuilt its Wash Account Loyalty System (WALS) to work seamlessly on mobile devices. Now, carwash customers can use WALS to purchase wash subscriptions, multi-wash packages and other products. The next step is to meld the customer’s online and in-person experience to

CONVENIENCE & CARWASH CANADA

KESSELTRONICS SYSTEMS, INC., OFFERS A CARWASH MOBILE-PAYMENT APP. SIMPLY DRIVING UP TO EXISTING KESSELTRONICS KEYPADS OR PDQ TELLERS AND USING THEIR MOBILE DEVICE.

create a seamless customer interaction. Examples of this in action include buying tickets online and redeeming them in-person using a mobile device, reserving hotel rooms online and using the NFC device in the phone to unlock the room, using a mobile device to be directed to open parking spots and to pay for the parking online, or purchasing and scheduling spa services online. By moving scheduling and payments online, the requirements for inperson customer-service staff are significantly altered or reduced. Customers can now make reservations and payments at anytime. This enables customers to make purchasing decisions at their own pace by providing the means to evaluate and purchase services outside of standard business hours. Recognizing the many positives that the use of mobile-payment apps can bring to the carwash customer and operator, Kesseltronics Systems, Inc., offers a carwash industry-leading mobile-payment app. The app gives customers the ability to activate and pay for the wash by simply driving up to existing Kesseltronics keypads or PDQ tellers and using their mobile device from the comfort and security of their vehicle. The app integrates with PDQ WALS to bind the online and in-person experience. Goods purchased online using WALS can be redeemed using the app. This technology package allows an operator to build a complete business presence that offers seamless transitions between online and in-person transactions.

By eliminating customer interaction with the entry system, the driver no longer needs to roll down the window, insert cash or a credit card, and enter a code before waiting for instructions to enter the wash. This not only speeds up the entire washloading process, but also eliminates the intimidation that can be associated with manipulating the entry station, while customers will also not need to partially exit their vehicle to reach the keypad, which makes for a safer washing experience. Also, if a customer is second or third in line at the wash entry, Bluetooth® Low Energy (BLE) technology can be used to activate the mobile device, which means those idle minutes can be used to communicate things of value to that customer. For example, the time can be used to explain why the carwash is superior and as an opportunity to upsell the customer or communicate other onsite sales opportunities. It also creates a whole plethora of cobranding and cross-selling opportunities that the site operator can use to increase ancillary product sales. As a key member of the OPW Electronics Systems Group, Kesseltronics is continually made aware of the new and existing challenges that face commercial fuelling. Mobile-app technology that Kesseltronics has developed for the vehicle-wash industry is a natural solution to some of the current challenges that face cardlock operators. Current cardlock media does not generally support NFC. Also, existing

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payment terminals have been targeted by skimming operations in an effort to steal the customer’s payment credentials. By using the mobile-app developed by Kesseltronics to activate fuelling transactions, customer payment credentials bypass the current magnetic card reader. This increases the level of security, as customer payment credentials cannot be skimmed. The app also captures transaction details on the mobile device, such as odometer readings or run-hours. All of this information can then be captured on an electronic

receipt that will be emailed to the driver upon completion of the transaction. Conclusion

Accepting mobile payments has proven to be successful when it is incorporated into the complete model of customer interaction. The online and in-person customer experiences for service-based products can be bound using mobile apps that tie the online product evaluation and purchase experience with the onsite service and customer interaction. Mobile

payments are not a “one size fits all” solutions as many customers will still prefer to pay for services using other technologies (cash, credit card, etc.), but the ability to tie the customer experience to a business’s online presence and the growing number of consumers that look to mobile first when making purchase choices make the adoption of mobile payments a clear path for business growth.

About the Author:

Gunnar Beauregard is the General Manager of Kesseltronics Systems, Inc. a division of Dover Corporation Canada Limited. For more than 25 years, Kesseltronics has been providing innovative activation, control, monitoring and server-side products for the vehicle-wash industry. Prior to becoming GM of Kesseltronics, Beauregard was a lecturer at Dawson College and a Senior Product Developer at Kesseltronics. His main area of technical interest is the intersection of mobile, IoT and Cloud-based technologies. He has a B.Eng (Electrical) from Concordia University and an EDC from McGill University. He can be reached at (450) 458-8826 or gunnar@kesseltroncis.com. For more information on Kesseltronics, please visit www.kesseltronics.com.

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What’s Hot In Cold Beverages

Staying on top of the hot trends in cold beverages can help keep consumers coming inside the door. “COLD DRINKS ARE A VERY IMPORTANT PART OF OUR C-STORE OFFERINGS,” SAYS DARREN HUGHES, VICE PRESIDENT OF OPERATIONS, HUGHES PETROLEUM LTD., EDMONTON ALBERTA. “WE PUT A LOT OF EFFORT INTO OUR COLD DRINK AREAS.”

customer looking to purchase a cold beverage is typically looking for refreshment, however, there could be more factors influencing their selection than simply taste and enjoyment. “Gone are the days that cold drink meant cola,” says Hughes. “We now offer soft drinks, juices, energy, vitamin, water and milk products. Healthy options are making huge gains with vitamin water, sports drinks and specialty products like coconut water becoming more popular.” The answer to what consumers look for in a cold beverage isn’t as simple as refreshment anymore, says Craig Thibodeau, SVP Sales, Marley Beverage Company. “We’ve seen the beverage industry explode with innovation impacting and influencing consumer behaviour and expectations,” says Thibodeau. “Health and wellness trends are also impacting consumer decisions. Consumers are proactively checking labels and choosing options with natural, clean, unprocessed ingredients.” Marley Beverage Company is relaunching its signature brand Mellow Mood, a relaxation drink made up of decaffeinated teas and sparkling waters. The relaunch means new branding, packaging and flavours. “The relaxation category is expected to continue at a 12 per cent per year growth for the next four years, according to research firm IBISWorld,” says Thibodeau. “This shows that consumers are looking beyond the energy segment towards new, natural, healthier ways to stay focused.”

CONVENIENCE & CARWASH CANADA

“CONSUMERS ARE MOVING AWAY FROM SUGARY BEVERAGES TOWARDS HEALTHIER PRODUCTS LIKE WATER, SPARKLING WATER AND TEAS” – CHRYSTAL ADKINS, DIVISION MANAGER, NESTLE WATERS CANADA

Consumers are moving away from sugary beverages towards healthier products like water, sparkling water and teas, says Chrystal Adkins, division manager, Nestle Waters Canada, which has added two new flavours, lime and l’orange, to its Perrier line. “Flavours are what seem to be driving the category right now,” says Adkins. “Sparkling water has an astronomical growth rate. People are coming from carbonated soft drinks and looking for something healthier. It’s hard to go from a carbonated soft drink to flat water so the sparkling water with some flavour gives the consumer that bridge to still have some fun and bubbles.” The Canadian beverage industry supports consumers balancing their calorie and sugar intake by providing Canadians with a wide range of beverage options and clear, easy-toread nutritional information that helps people make the choice that’s right for them, says Jim Goetz, president, Canadian Beverage Association. Canada’s beverage manufacturers and the

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Canadian Beverage Association launched a Balance Calories initiative in October 2015. The program is aimed at reducing the number of calories Canadians consume from non-alcoholic beverages by 20 per cent over the next decade through product innovation and marketing. “There is a demand for choice and all beverages can have a place in a balanced diet,” says Goetz. “As selection in Canadian stores has expanded, half of all of our members’ products in Canada are low or no calorie. There are some great new water products including vitamin waters and waters with just a splash of flavour.” Customers are looking for healthier cold beverage options, says Jill Tryansky, marketing and public relations lead, Temple Lifestyle, whose Thirsty Buddha products are often readily available in convenience chains. Consumers are looking to the natural and organics sector and are willing to try something new, says Tryansky. “They are open to change and are paying attention to calories, cholesterol and sugar intake,” says Tryansky. “We are excited to an-

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nounce that our newest Thirsty Buddha is a coconut water with Aloe Vera.” Consumers are also looking for variety when it comes to how beverages are packaged, says Tryansky. “We are moving away from plastic to avoid chemical leaching and proudly offer sustainable packaging methods,” says Tryansky. Healthier, natural products are on trend, says Thor Matson, vice president of business, development, Leading Brands, whose Happy Water product contains Lithia, a mineral that is linked to aiding in healthy brain function. As well as bottles, Happy Water is available in a WaterBox, a cardboard box with a plastic bag that is 100 per cent recyclable, BPA free and reduces plastic waste by 85 per cent–launched in 2015. “I think there is currently a considerable amount of variety available for consumers in terms of both water and cold beverages,” says Matson. “I believe what the consumer really wants is value. They want natural products with healthy ingredients that are sourced locally.”

Marley Beverage Company is relaunching its signature brand Mellow Mood, a relaxation drink made up of decaffeinated teas and sparkling waters.

The increasing focus on making healthy choices means customers are looking for healthy beverage alternatives, says Martino Ciambrelli, president, Trace Natural Waters, who has recently released two new product flavours: coconut vanilla and blueberry. Trace recently obtained distribution in more than 500 7-Eleven locations across Canada for its Trace Mineral Boosted Intermission Shot. “This shot is the first of its kind in the market,” says Ciambrelli. “All natural, with no caffeine or sugars, the shot gives your system a boost of minerals that leaves you feeling complete and more alert by replenishing the minerals that your body uses up throughout the day.”

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The search for health and wellness seems to be reaching all demographics. “We are seeing more baby boomers consuming less carbonated soft drinks and moving more to alternate beverages, such as flavoured waters, protein, dairy and energy drinks,” says Chuck Arcand, corporate director of Canadian marketing, Core-Mark International Inc. “The millennials are watching their parents and grandparents experience diet related issues and are seeking a beverage while also keeping their health top of mind.” Energy drinks are also looking to capture the attention of those looking for healthier options. “Manufacturers are trying to pitch healthier energy beverage products,” says Arcand. “There are now energy drinks that have no taurine and no caffeine.” Energy/functional drinks are a must have in stock for convenience stores, says Andrew Drayson, managing director, DD Beverage Co., which is launching a new craft soda line called Sin City Soda as well as bringing out its original flavoured energy drink in a new Beaver Buzz black can. “I believe that consumption of sodas has definitely gone down but I also believe that craft sodas are allowing people to move away from the mass produced

products,” says Drayson. “Craft sodas are starting to explode right now because the consumer wants soda that has better quality ingredients and a better flavour profile.” There has been an increase in ready to drink protein product sales in Canada, especially in the convenience store segment during the past year, says Michael Nederhoff, general manager, Cytosport Canada. “Consumers are looking for both protein and onthe-go options as they look for food that fits today’s busy lifestyle, says Nederhoff. “We have a variety of Muscle Milk options, including our Genuine, 100 Calorie and Pro Series products.” Many cold beverage purchases are made on impulse so location is key, says Drayson. “Multiple points of purchase are always good,” says Drayson. “The cold vault at the back of the store is a destination the customer is very familiar with but having an open air cooler by the front of the store is another nice place to put beverages.” Location and merchandising are more important than ever, says Thibodeau. “Retailers organize planograms by category, orientation, location and/or shelving based on ability to capitalize on consumer demand and product innova-

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tion,” says Thibodeau. “The planogram’s schematics influence in-store consumer perception and in-store purchases and can greatly impact a brand’s success.” Beverages in the cold vault is very important since people on the go are consuming the product almost instantly, says Karine Blackburn, brand manager, Lassonde, who is launching a new Oasis Active protein drink. Available in strawberry-vanilla, raspberrychocolate and mocha-banana, Oasis Active is a shelf stable product that is a high source of fibre and suitable for lactose intolerance. As well as providing cold beverages, it is also important to remember that 47 per cent of Canadians prefer room temperature water, says Adkins. “We recommend that you also have ambient offers,” says Adkins. “We’ve seen significant growth on features when accompanied with a warm display.” Having cold beverages near the till results in more impulse buys while coolers at the back of the store ensure that customers walk past other specials, says Tami Wren, co-owner of Big Macs Food and Conve-

DD Beverage Co., which is launching a new craft soda line called Sin City Soda as well as bringing out its original flavoured energy drink in a new Beaver Buzz black can

nience in Sechelt, British Columbia. It is important to have a good variety of cold beverages in stock, says Wren. “Most customers are looking to find their favourite brand of cold beverage,” says Wren. “There is another group of customers who like to browse and find the best deals and yet another group who seems to like to find whatever is new on the shelves.” Cold beverages are important to the store’s business, says Annamarie Mosher, operator, Super 7 Service, Teulon, Manitoba. “We have cold beverages in various locations of the store,” says Mosher. “Some customers are looking for healthier options and some are still very much interested in their usual favourite brands.”

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Cleanliness – A Top Priority for Customers How Does Your Site Rate?

Put yourself into the shoes of a customer visiting a convenience store, carwash or retail petroleum site, what captures your attention when you first arrive? If you are like most consumers, you are looking for a bright, clean, and inviting environment. C-store and carwash cleanliness is becoming increasingly more important to customers and is a key factor in their decision to return. It’s also receiving more attention as patrons are posting comments about their customer experiences online. Steve Montgomery, President of b2b Solutions, LLC (www.b2bsolutionsllc.com), a premier c-store consulting organization, emphasizes the importance of c-store cleanliness to his clients on a regular basis. “Long gone are the days c-store operators could get away with poor cleanliness standards,” says Montgomery. Years ago a retailer could get away with lower standards when c-stores were

Customers look for cleanliness the moment they arrive at a c-store or carwash. They notice the gas bar area, garbage cans, the carwash, and even the condition of the exterior of the building. Rob Ritchie, of Ritchie Industries operates a Petro-Canada site in Kamsack, Saskatchewan. He emphasizes that cleanliness is paramount from the time people step out of their cars, and they may leave if the site does not appear to be clean. “Other than the brand, cleanliness is number two as a priority for customers,” notes Ritchie. His staff check all areas of his operation several times a day to ensure it is clean. Since he operates a high-traffic site, he also utilizes the services of Canadian Linen & Uniform Service to swap out rugs, check air fresheners, and provide clean rags for cleaning. Canadian Linen helps businesses improve their image while keeping facilities clean and employees safe. “For our convenience store customers, our floor mat program helps keep facilities clean and lower maintenance costs,” said Andrew Steiner, VP of Marketing and Customer Operations. “In addition, our washroom paper and soap program maintains stock levels and manages inventories so store managers don’t have to worry about running out or running to the store. We also offer supplies like mops, towels and cleaning chemicals to help keep stores clean, and direct sale uniforms to help enhance their image and protect their brand. We take care of all the details, so store owners and managers can focus on their own customers.”

few and far between. “Today, it is likely that every customer has three or more alternative locations for their c-store purchases.” Another contributing factor driving the demand for cleaner c-stores is shifting demographics. Now, women not only visit c-stores as much as men do, but they expect a higher level of cleanliness, especially when they have their children with them.

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Ritchie, the investment he makes in using a cleaning company to help is well worth it, and he often receives compliments about the cleanliness of his Petro-Canada store. Customer service experts know that patrons can quickly spread the word about a bad experience, and they often do this online. Ritchie encourages his clientele to give him feedback, both good and bad because he knows if they are not pleased with his site, they are likely to tell others, either directly or on social media. What Customers Notice First

While keeping all areas of a c-store or carwash clean is important, here are some key customer touchpoints to keep an eye on. Entrance – First impressions are made as soon as a customer enters a c-store. This is where they first experience the cleanliness of the interior of the store, and some details of these areas are frequently overlooked. To help operators stay on top of site cleanliness, Swish Maintenance Limited (www.swishclean. com), a leading manufacturer and distributor of sanitation and maintenance supplies, offers a variety of cleaning products to site owners and a handy checklist to help them determine the cleanliness of their sites. Tracey Caville, Regional and Strategic Account Manager for Swish, notes that customers first notice how a facility smells when they walk through the front door. She explains, “Our

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Automatic hand dryers cost only about 7 cents per 200 uses with heat and only 4 cents per 200 uses without heat. Compare this number to the cost of using paper towels, and hand dryers can help convenience stores achieve significant savings per year.

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sense of smell often dictates to us that someProcedures provided by local authorities on thing is clean. Using products that leave a fresh c-store cleanliness provide valuable guidelines. scent can have a positive impact on a customer.” “With so many customers handling food service equipment, following the correct procedures Clean floor mats: Customers also quickly look helps the products stay fresh and can eliminate around a store when they first walk in to see if it is any chance of contamination, for us this is Alclean. Keeping berta Health,” explains Darren Hughes, VP of the glass spar- Operations, Hughes Petroleum. Guidelines can kling clean, floor include information on both cleaning procedures mats in good and the right chemicals to use. “Dirty or old lookcondition, and ing equipment will turn prospective customers garbage areas away with the resulting loss of revenue. Doing tidy should be at this with one of the highest margin products we the top of any have in a c-store is just bad business,” says Hughes. cleanliness checklist. Cav- Bathrooms – A clean bathroom at any c-store ille points out or carwash is a must. As customers walk into a that more wom- bathroom, they expect it to be clean, yet this is not en are going directly to the store managers when always the case. Often patrons open the door to a something is not acceptable, especially the wash- public bathroom and see overflowing trash cans, rooms. She adds, “There is a heightened awareness dirty toilets, of touchpoints on cleanliness because of the super- and paper towbugs out there, and people are more cautious than els strewn all they used to be.” over the floor. First impressions may not deter everyone from A sight no one entering a c-store or carwash, but for many cus- wants to entomers, this is the point where they decide if they counter and one they will not reare coming back. visit. The issue goes far beyond Food Service Area – For most consumers, the the untidy and cleanliness of the food service area impacts them unclean apdirectly. They pearance this know that the presents to a food they eat is customer. affected by the Conduc ting sanitary condi- rigorous checks tions it is pre- and following pared a n d procedures to keep a bathroom clean are two ways served in. Cus- to avoid this situation. Technology can also offer tomers expect some solutions, for example, hand dryers. the same level of “Automatic hand dryers keep a restroom apcleanliness from pearing cleaner and eliminate the frustration of c-stores as they trying to use a jammed-full paper towel dispenser look for in a restaurant. “One of the things we tell or finding it empty. Additionally, hand dryers also our clients is the c-store clean is not equal to res- reduce the need for maintenance,” says Dan Stortaurant clean. If you want to excel at foodservice, to, President, World Dryer. Moreover, hand dryers you need to meet restaurant standards. It would be have become more efficient and easier to maintain. best if you could do it throughout the store, but it “The motor life of some hand dryers is now two is a must where the foodservice items are displayed to three times longer than ever before, and this and sold,” says Steve Montgomery b2b Solutions could mean many years of worry-free service and LLC. He points out that customers see a direct cor- a cleaner looking use,” notes Storto. Hand dryers relation between the cleanliness of the site’s bath- also save on the cost of paper towels and use less room and that of the food preparation area. With energy. He further explains that automatic hand concerns about food safety frequently reported in dryers cost only about 7 cents per 200 uses with the news, customers are looking for signs of clean- heat and only 4 cents per 200 uses without heat. liness when buying food in a c-store. Compare this number to the cost of using paper

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towels, and hand dryers can help convenience stores achieve significant savings per year. (www.worlddryer.com) These “hands-free” and “touch-free” alternatives can assist operators in keeping a clean, sanitary bathroom environment. Today there are many options like touch-free toilets, paper towel dispensers, soap dispensers, and even doors that open using motion sensors. Cheryl Rickert, Washroom Marketing Director, Away-from-Home Professional Hygiene, SCA North America, informs us that, “More than ever, C-Stores should consistently keep restrooms fresh and clean in order to meet customer expectations. Thanks to the power of social media, we live in an age where customers won’t hesitate to tell the world about unpleasant experiences, which can be amplified and harm a business’ reputation. A washroom

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crisis can easily escalate into a communications crisis, creating unnecessary poor publicity.” All of these options can help drive a more positive customer experience and what they tell others about your location. While the importance of c-store and carwash cleanliness may come as a surprise to some people, to most successful operators it has always been a top priority. These savvy business owners understand the close connection between cleanliness and customer retention. You only get to make a first impression once – so keep cleanliness at the top of the priority list, find out what customers are saying about your site, and know how you stack up against your competition.

(Continued on page 73)

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By: Eva Chambers

Walk into the food service section of any successful c-store and you will find a variety of condiments, flavour boosters, and other accessories to complement your food or beverage purchase. Gone are the days when retailers could provide only the traditional, basic offering of cream, sugar, ketchup, mayonnaise, and mustard. Customer preferences are evolving and becoming more sophisticated. The demand for more variety and higher quality goes far beyond the foodservice condiment offering. Successful c-stores also provide cups, lids, stir sticks, cup sleeves, and napkins that are comparable to those offered by higher end coffee and restaurant establishments. Many retailers are ramping up their food and beverage products to attract and retain customers, especially the younger generation. Matt Gronlund, Channel Marketing Manager–Convenience Stores, at Unilever, explains, “Millennials are turning to c-stores for all meal occasions. However; they are seeking fresher, higher quality foodservice offerings and are willing to go elsewhere if they don’t see what they want.” Gronlund adds that retailers are relying more on their foodservice to drive revenue as other more traditional revenue drivers are declining. “Many operators who have seen their overall fuel and tobacco sales decline are turning to foodservice to drive growth. These same operators realize they need to offer the brands their shoppers want and foodservice offerings that are as good as what shoppers will find at a quick service restaurant,” says Gronlund.

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Tastes are changing.

Consumer palates have become more sophisticated and customizing food and beverage offerings with flavour boosters has become the norm. Hot beverages represent a high margin profit center for retailers and customers are looking for simple and delicious offerings. Core-Mark, one of the largest and most valued marketers of fresh and broad-line supply solutions to the convenience retail industry, stays on top of changing consumer preferences Chuck Arcand, CoreMark’s Corporate Director of Canadian Marketing, advises, “The coffee market in Canada is simple. Offer a consistent cup of quality light, medium, and dark roast coffee and provide flavoured creamers with sugar and stir sticks. Of course, it’s not that simple, the offering has to be

perceived as gourmet as that’s what the consumer is demanding. A retailer has to offer a brand and all the condiments for various customers flavour needs.” While condiments like flavoured creamer pods add cost to hot beverage sales, they are important to customers. Arcand explains, “The average store spends about $25 a week on flavoured creamers. Creamer is about 32% of coffee costs, hot drink cups are about 42%. Meaning that for every $1 you spend in coffee, it costs approximately $0.42 for cups and lids.” However, while the investment in high quality creamers, sweeteners, cups, stir sticks, and lids may seem costly for some retailers, coffee is a big profit center for most operations. Arcand states that margins should be in the neighbourhood of 60% + net.

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Moreover, by offering multiple cup sizes, it provides for and facilitates up-sizing to larger sizes, resulting in increased profit. A great cup of coffee keeps customers coming back, and they often buy other products when they visit, which can offset the cost of expensive condiments. Quality and attention to detail pays off. Using fewer napkins not only helps reduce the environmental footprint at these establishments, it also cuts operational costs by reducing the number of napkins each patron takes.

If you’re not convinced the associated costs of offering a variety of popular condiments will pay off, just ask Rob Ritchie, President of Ritchie Industries. Ritchie ran a test to see how customers would react when he removed a popular hazelnut creamer option from his foodservice area for a few days. His customers immediately complained and insisted he bring this creamer option

back. Naturally, Ritchie brought the creamer back and notes, “One of the reasons people come to my c-store is because I have the condiments they like best, they expect them to be there and if they don’t find it in our store they might go somewhere else to get it.“ Ritchie’s biggest sellers, fuel, cigarettes and coffee, represent 80% of sales so keeping his hot beverage customers happy is top priority. He also points out that patrons are not just looking for tasty condiments, they are looking for the best brands and the highest quality. This includes paying attention to details, like having cup sleeves available, making hot drinks easier to carry. “As long as you have a good selection of first-class products, great service, and cleanliness, people will return to your store,” states Ritchie.

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Cohen notes that using fewer napkins not only helps reduce the environmental footprint at these establishments, it also cuts operational costs by reducing the number of napkins each patron takes, and labor costs by cutting down on time spent refilling the dispensers. Here are some trends that are growing in popularity. Let’s start with something sweet.

The single-cup solution for hot and cold beverage.

What’s all the “ buzz” about honey? Honey is increasingly becoming a more popular sweetener for hot beverages and a great way for retailers to cater to patrons who are looking for healthier options. Isela Arroyo, Business Unit Manager-Food Napkins are also an important detail Service and Industrial, Bee Maid Honey that customers notice, they should be Limited, suggests, “Adding honey to the easy-to-use. Suzanne Cohen, Foodservice ‘accessories’ can contribute to broaden Marketing Director, SCA Professional demographic appeal for C Channel/Coffee Hygiene advises, “Implement controlled Station customers.” consumption at your C-store with One A great honey offering goes far beyond Napkin, Every Time™ dispensing technol- the product – packaging is important too. ogy. The Tork Xpressnap Napkin Dispens- Honey dispensers or squeeze bottles can ing system guarantees a 25 percent re- become messy and sticky, causing people duction in napkin usage when compared to avoid using them. Packaging honey, so to traditional napkin dispensers.” it’s easy-to-use, and dispense is important (Continued on page 43)

By Fred Grauer

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BUILDING A CARWASH THAT OUTSHINES THEM ALL Shine Auto Wash opens a new Burnaby, B.C. location. After four years of research, Shine Auto Wash opened their second facility in November of 2015. Like the first location, the new four acre site contained a large industrial building suitable for self-storage with enough property to accommodate a state of the art car wash facility. Owner Pete Dobell has an extensive business background in real estate development. While growing his real estate business, he acquired a self-storage facility in Vancouver, BC. Joining Dobell in that endeavor was Paul Facciol, his VP of Development. As time went on, and with the continued success of his self-storage business, Dobell began looking for other suitable properties for development. One of those properties was a closed meat packing plant. Upon completion of the renovation from meat packing to self-storage, he looked at his site and realized there was excellent frontage, traffic, and property to add another business. After much investigation into compatible businesses, it was decided that a state of the art exterior wash made the best use of the frontage available. The success of this first Shine Auto Wash encouraged Dobell to look for other properties where he could combine both self-storage and car washing.

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From an operational standpoint, the attention to detail and backup systems is apparent everywhere. No expense was spared to assure maximum uptime and ease of maintenance. All piping is stainless, spare parts are inventoried and team members trained to assure and insure a great customer experience.

continued research, plus assembling a first class team of dreamers, designers, and suppliers who were experts in their field and together shared the vision of a passionate management team. Blend it all together, design, build, execute and you have one of the most functional, beautiful car washes in the world. Both Shine Auto Wash locations operate 24 hours, 7 days a week. That’s right 24/7 – you can store or remove your belongings (8-6 p.m.) as well as wash and vacuum your vehicle (24/7). The Burnaby Auto Wash features a 350 foot long, two story glass and

steel building with a 190 foot long tunnel. The facility has a second floor mezzanine where much of the non-washing ancillary equipment is located. The ground floor tunnel is surrounded on the second floor by a large mezzanine and walk way that allows management to observe vehicles being washed. Besides all the electronics and video monitoring, you can see and hear from above just how everything is functioning. Shine Auto Management wanted to do something really spectacular at Burnaby, and they succeeded. They approached all their suppliers and asked them to push their envelop and comfort levels for

products that would be functional, somewhat non-traditional, but in the end, would enable Shine Auto Wash to provide an incredible customer experience while minimizing the opportunity to invite competition. The tunnel is very open with great light due to the glass walls during the day and evening use of LED lighting. As a customer, whether day or night, there is never a feeling of claustrophobia. Upon entering there are three auto cashier lanes, as they make their turn around a glassed structure, containing the central vacuum system, a greeter guides all customers

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on the conveyor. Every aspect of the facility is computerized, fine-tuned like a Swiss watch, without the loss of human contact. The first month of operation they washed over 50,000 vehicles. The prep, wash, and rise area has duplicates of most equipment enabling Shine Auto Wash to provide clean, dry, shiny vehicles at high conveyor speeds. As a vehicle travels from the wash to the dryer area customers will notice there are no dryer nozzles on the floor, they are suspended from the ceiling. By placing the blowers on the second floor, it enables the fans to draw in warm, dry air which assists greatly in providing a dry vehicle. An added benefit of the design is less horsepower required to dry as well as reduced maintenance. Upon exiting the wash, customers have the opportunity to use the central vacuum positions. There

are ten vacuum positions with stainless steel arches, driver and passenger side hoses, LED lighting, and coin acceptors. Initially, there were multiple conversations about credit cards and the latest technology of “tap and go”, but in the end, Toonies and Loonies won out and tried and true coin acceptors were utilized. Management was concerned about security of vacuum money, so they asked Vacutech to team up with and integrate a coin vacuum system from Vac-It-Up. As a result, all coins are sucked from the coin boxes and deposited in a vault on the mezzanine level of the car wash. Power for the vacuum arches is a 60hp turbine with a large multi filter separator from Vacutech. The powerful vacuum system is clearly displayed for all customers to view as they turn towards the attendant, conveyor and wash tunnel. From an operational standpoint,

The tunnel is very open with great light due to the glass walls during the day and evening use of LED lighting. As a customer, whether day or night, there is never a feeling of claustrophobia.

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About the Author:

Currently, Fred Grauer is Executive VP, New Business Development Vacutech LLC and, Grauer Associates. Formerly an owner of Whistle Clean Car Washes, Sherman Industries, Executive Vice President of Investor and Conveyor Services for Ryko Manufacturing and partner and Executive Vice President of Mark VII Equipment; Fred can be reached at fredgrauer@comcast.net the attention to detail and backup systems is apparent everywhere. No expense was spared to assure maximum uptime and ease of maintenance. All piping is stainless, spare parts are inventoried and team members trained to assure and insure a great customer experience. The entire system uses a full reclaim plus the latest technology in chemicals and chemical distribution. Shine Autos management team is most appreciative of the hard work and commitment of their team of

Shine Autos management team is most appreciative of the hard work and commitment of their team of local builders and designers as well as the great contribution to a fabulous customer experience.

local builders and designers as well as the great contribution to a fabulous customer experience enhanced by their choice of Sonny’s (tunnel), Sobrite (reclaim), ICS (POS and controls), Aero Dry (blowers), Vac-It-Up (coin retrieval), and those beautiful site beckoning illuminated stainless vacuum arches of Vacutech. Asked what’s next? A new Shine Auto Wash site bigger, better, fancier to arrive possibly late fall 2016.

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Continued from page 38

Bee Maid’s 7 gram honey portion pack. This new packaging makes measuring the amount of honey for a hot beverage simple because 1 tsp is equivalent to 7 gram package.

to both customers and the c-store owners. Bee Maid wanted to make using honey more convenient and hygienic for customers, so they released a 7 gram honey portion pack. This new packaging makes measuring the amount of honey for a hot beverage simple because 1 tsp is equivalent to 7 gram package. Arroyo adds that this is especially convenient for people who are counting calories and need to know exactly how many are in each package. “Additionally, retailers can enjoy stress-free ordering with six individually wrapped boxes that contain easy-to-open packets. That means better usage monitoring and more cost-effective order cycles,” says Arroyo. Consumers also appreciate products that are produced locally. Bee Maid is a 100% Canadian producer and has always offered high-quality, pure and

local honey to its customers. Visit http://www.beemaid.com/honeyfacts, to find out more about honey.

Hot and spicy condiments are growing in popularity.

Traditional condiments like ketchup, mustard, and mayonnaise, especially from known brands, remain as popular as ever. However, things are heating up as many shoppers now look for more diversity when they visit the foodservice counter at their favorite c-store. Especially younger customers who are more adventurous and have often been exposed to food from various cultures, making them more open to trying “hotter” and “spicier” condiments. Aubrey Zelman, Vice President of Global Sales, Gourmet Chips and Sauces (Montreal), relates, “Two decades ago

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The surging demand for hot products is not only affecting retailers, but the restaurant and foodservice industries are also on fire introducing hot options. Among these exciting flavours are Aubrey D’s All Natural condiments and hot sauces.

when ‘Tabasco’ did usage studies, they found that if the average person consumed hot sauce at all, they might know of one or two varieties. Today, consumers are very enthusiastic to point out that when they make a certain dish, they want a particular hot sauce flavour, and heat level.” Zelman points out that the surging demand for hot products is not only affecting retailers, but the restau-

rant and foodservice industries are also on fire introducing hot options. Among these exciting flavours are Aubrey D’s All Natural condiments and hot sauces. Zelman’s organization is a specialized Canadian food marketing company whose aim is to import, create and distribute new and exciting gourmet products. “As such we do extensive research looking for just the right high-quality products that will excite the taste buds of adventurous food lovers,” says Zelman. Traditional favorites appeal to customers with new packaging. Unilever Food Solutions has seen steady growth in the convenience channel and a key to their success has been offering the right product assortment for this channel. “For us, our focus has been on Hellmann’s Mayonnaise in both squeeze bottle and stick pack formats. Consumers (Continued on page 74)

By: Brandi Winnicki

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LAUNCH YOUR PROFITS WITH AFFORDABLE FAMILY FUN! Offering Fireworks Differentiates a C-store and Helps Boost Profits

Bob Dylan said it best in 1964: “The Times They Are a-Changin’”. In just a couple of short years, Canada’s economy has transitioned from unparalleled performance to sputtering sluggishness. The implications of this shift are HUGE for retailers: margins are tight, retail inflation has started to rear its ugly head, and consumers seem reluctant to part ways with their hard-earned paycheques. In a retail segment that relies heavily on impulse purchases and discretionary spending, how are convenience store operators expected to weather the storm?

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“The key,” explains Matt Bialek, President of BLAST-OFF Fireworks in Selkirk, Manitoba, “is to think outside of the box. How can you differentiate yourself from the competition? We know that every single convenience store in Canada offers potato chips and pop... what are you doing to market your store as a true ‘destination’ for fresh and novel products, with a high propensity for repeat business?” Bialek and his team at BLAST-OFF Fireworks have a guaranteed and time-tested solution for you: FIREWORKS! This second-generation family business has eliminated every barrier that could prevent a typical convenience store from carrying fireworks. Not only will they assist you in developing and managing the perfect fireworks assortment for your retail store, BLAST-OFF Fireworks also offers: • A 100% Guaranteed Sale, money-back guarantee – If you aren’t completely satisfied with the performance of your fireworks category, you can return unsold merchandise for a full refund. Have dead-stock that just doesn’t seem to move? No problem! Again, this merchandise can be exchanged for the latest-and-greatest fireworks products. • Seasonal booking terms – Cashflow isn’t an issue, as the company offers Net 30 payment terms. “You can literally sell your product before settling your invoice,” says Bialek. • Long shelf life – Unlike that jug of milk in your cooler or the chocolate bar at your checkstand, fireworks have an extremely lengthy shelf life of 7+ years. • Pre-paid freight & Pre-ticketed merchandise – not only is freight pre-paid to your retail door, it arrives pre-ticketed and

tagged for retail sale. Simply unpack your boxes, position your fireworks in a prime retail location, and you’re set! • Loan-a-Cabinet display fixtures – Don’t have the room to merchandise fireworks? No problem! The company offers the industry’s only ‘Loan-A-Cabinet” fireworks display system. Available in countertop, standard floor display, and double-wide floor models, these fixtures ensure that your fireworks category gets noticed. “The best part… the fixture deposit is fully refundable in the event that you exit the fireworks business,” says Bialek. • High margins – At 100%+ mark-up, you’re doubling your investment with every single fireworks sale. Not too bad, considering the company’s top-selling fireworks kit – the Knock Out assortment – retails at $99.99. “How many bags of potato chips would you have to sell to generate to put $50 in your pocket? And that’s on a single-vend sale!” exclaims Bialek. “Put simply,” summarizes Bialek, “using fireworks to differentiate your store while launching your profits has never been easier!” Best of all, sales of fireworks in the convenience store channel seem to buck the doom-and-gloom of present economic trends. Explains Bialek, “fireworks are fun, family-oriented, reasonably priced, and 100% consumable.” While it’s true that bigticket purchases like televisions or family holidays might be postponed for better economic times, Bialek believes that fireworks sales will remain robust. “Once again, we’re hearing people talk about ‘staycations’ and spending quality time with friends and family. Fireworks are the perfect complement for these activities, as they are relatively economical and they still have the power to bring families and friends together.” Additionally, fireworks always leave the customer wanting more – once they’ve made a purchase, they are hooked. “In fact, that’s about the only thing that fireworks have in common with low-margin potato chips: we share the famous Pringles slogan ‘Once you pop, you can’t stop!’ When was the last time you were satisfied with shooting just one Roman candle?!” jokes Bialek. So what’s new for 2016? To capitalize on anticipated growth trends, BLAST-OFF Fireworks is planning to roll out nearly 50

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Approximately 60 to 65% of total sales are generated through the sale of Family Packs, simply due to the ease of displaying and selling these action-packed assortments. Finale cakes, on the other hand, are becoming more-and-more advanced,

new fireworks products – more than any other Canadian importer or distributor. Several of these items are part of the exclusive “BLASTOFF” brand, which is available only from BLAST-OFF Fireworks. “Unlike other Canadian fireworks importers, we believe in carefully controlling our brand,” explains Bialek. By controlling the complete distribution channel for BLAST-OFF products, the company is able to ensure retail competitiveness across all retailers. “Put simply, we have more control over who carries our products, ensuring that our products do not end up in deep-discount or ‘buying club’ retail establishments. This protects our independent retailers, ensuring that they can sell BLAST-OFF Fireworks at lucrative margins.” The two main product categories garnering most of the focus in 2016 are Fireworks Family Packs and Finale Cakes. According to Bialek, approximately 60 to 65% of total sales are generated through the sale of Family Packs, simply due to the ease of displaying and selling these action-packed assortments. Finale cakes, on the other hand, are becoming more-and-more advanced, with new effects and larger floral bursts. When asked what more retailers in the convenience channel can do to ‘launch their profits’ in 2016, Bialek responded with a simple piece of advice, “Own it... look at the changing face of our economy as an opportunity, and run with it.” He was also quick to note that the convenience channel is rather unique, in that operators have substantially more ‘direct engagement’ opportunities with their customers. Because of this, BLAST-OFF Fireworks has developed 3 hands-on profit-maximizing tips for retailers over the upcoming summer: 1) Do it Right – At the very basic level, you should view your fireworks category from the customer’s perspective. As yourself if your fireworks display is truly “customer friendly”... would you buy fireworks from your store, given how you promote and display your products? Do you have the “right” inventory, and the “right amount” of inventory? These are all things that BLAST-OFF Fireworks can help with! 2) Know Your Stuff – You have the ability to sell to your customers, potentially increasing their basket size. Ensure that you and your staff are familiar with the fireworks products you offer. “A great resource for

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Put simply, we have more control over who carries our products, ensuring that our products do not end up in deep-discount or ‘buying club’ retail establishments.

learning is our website at www.blastofffireworks.ca,” states Bialek. “We also publish a document entitled ‘The Client Toolbox’, and we proudly send this to our customers annually, free-of-charge!” 3) Fire it Up! – Ignite the excitement at your retail location by doing things that nobody else does! Why not develop a “Buy 2 Get 1 Free” program for Roman candles, sponsor a community fireworks display for Canada Day, or provide purchase freebies with every fireworks transaction? ‘The Times, They Are a-Changin’, but it’s clear that retailers in the convenience channel are both well-equipped for, and best suited to capitalize on, what is coming our way in today’s economy. Add a partner like BLASTOFF Fireworks to the mix, and you’re guaranteed to “Launch Your Profits” over the upcoming summer fireworks season!

BLAST-OFF Fireworks is Canada’s only serviceoriented fireworks importer. Headquartered in Selkirk, Manitoba, the company operates Western Canada’s largest (18 acre) federally licensed fireworks distribution complex. For more information on BLAST-OFF Fireworks feel free to visit www. blastofffireworks.ca or contact “Mission Control” via telephone at 1-866-827-4765!

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GET THE MOST OUT OF YOUR DISPENSER CALIBRATIONS By Dave Rajala

Your dispensing equipment needs to be routinely reviewed for possible measurement errors and the calibration adjusted to zero. Even small errors can cause significant losses when dispensing millions of litres. The type of equipment, the accuracy of the equipment, and the associated techniques that your service provider uses can make a measureable difference in your bottom line.

here are two general methods available for accessing and calibrating dispensers; direct volumetric measurement, and a meter-testing-a-meter or “master meter” process. Direct volumetric measurement is filling a known Measurement Canada certified vessel from the dispenser. Using a master meter is at least one step removed from direct volumetric measurement.

Two Options for Volumetric Standards:

There are two types of volumetric standards available for calibrating gasoline dispensers; the open neck test measure and the Closed Loop Prover. Both of these 20 litre vessels are officially certified by a Measurement Canada laboratory. The main difference between these standards is the open neck test measure allows gasoline vapour to escape when it is filled, and the Closed Loop Prover captures the vapour.

Open Neck Test Measure

Filling the Test Measure is done by discharging the dispenser nozzle into the open neck of the vessel. The test measure process is highly operator dependent with a high degree of uncertainty. The operator must level the test measure, read the sight glass, and then adhere to pour and drain times to get consistent and repeatable results. This is after the operator has discarded at least two test drafts to get a good representation of the dispenser meter conditions being tested. The main component of uncertainty in the test measure process is the vapour loss. Measurement Canada studied the vapor losses associated with gasoline dispensing using the Closed Loop Prov-

er discussed below as the test reference. The loss is between 0.1 and 0.25% into a standard test measure. This report is available on the Measurement Canada website. There are potential financial and environment material balance issues due to the vapour loss. If the service provider is using this technology, the dispenser is calibrated to “give away” the vapour loss. These vapours are the retailer’s profits. There is a variation of the open neck test measure that includes a special inlet funnel designed to “minimize” the vapour loss. This is the variation that is supposed to be used in Canada. However, even with the special funnel, when the air is displaced in the can during filling, gasoline vapours escape.

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Closed Loop Prover

An alternate, approved, patented, and certified volumetric standard is available to service providers to save the retailer from the vapour losses and variation associated with the Test Measure, and the extremely large uncertainties of the master meter process. The Closed Loop Prover, CLP, uses a piston moving in a pipe. The volume is the end of the piston to the end of the pipe. This certified volume is set, not requiring the operator to interpret a sight glass. Before the actual calibration runs, the dispenser hose is directly connected to the prover and the piston is cycled several times to get temperature equilibrium, get the proper representation of the dispenser meter conditions, and eliminate any air that might be in the system. The operator interface then is only cycling a valve for having the dispenser flow move the piston and fill the known volume to compare to the dispenser reading. The dispenser can be set to the â&#x20AC;&#x153;true zeroâ&#x20AC;?. In addition to the obvious benefit of vapour capture and volume not being operator dependent, there are safety benefits. The operator does not lift or carry test measures, and is not exposed to the gasoline vapours during the test measure filling process.

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Meter-Testing-A-Meter (or Master Meter)

About the author: Dave Rajala is the Technical Liaison Manager for Proving Technologies for Total Meter Services. Total Meter Services is the inventor and patent holder for the Closed Loop Prover. The author has over 15 years of experience in petroleum products liquid measurement and an additional 24 years in process and quality engineering. Total Meter Services can be contacted at 416-225-5867, tms@totalmeter.com, or www.totalmeter.com.

Use of the “meter-testing-a-meter”, or master meter, removes the certified, known volume from the measurement of the dispenser meter. The master meter is not a “prover”. Use of a meter in the testing process also adds additional uncertainty and repeatability. The meter used in the testing does not have to meet the same accuracy and repeatability requirements as a volumetric standard. Volumetric standards have a maximum error of 0.05%. Meters have a maximum allowable error of 10x that of the volumetric standard or 0.5% during use. Even the initial acceptance of a meter allows for a standard error of 5X the volumetric standard. There are additional uncertainties in the master meter process due to the other components in the system including the pulse generator and computer hardware and software used in generating the “volume”. In the metrology vernacular, the master meter process is not directly traceable to an interna-

tionally recognized standard prover volume certified by Measurement Canada. The master meter used as the reference needs to be properly calibrated using a volumetric prover. Because the meter behavior is specific fluid dependent, it must be calibrated using gasoline for gasoline dispensers. This means that the meter should be calibrated with the best available vapour capture standard, the Closed Loop Prover. This is not the case. The best meter calibration of the reference meter will have the vapour loss and uncertainties of the test measure process. Summary

Retailers have choices for the equipment that their service providers use in retail dispenser calibrations. Accepting “what the provider normally uses” is potentially giving away not only the average 0.17% vapour loss, but even more due to the uncertainties of the test measure or the significant uncertainties of the master meter process.

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By: Mike Perry

Carwash Sales and Marketing The Canadian Car Wash Breakthrough Begins FOR MUCH OF THE PAST DECADE, TWO COMMON CAR WASH ISSUES HAVE GAINED A CONSIDERABLE AMOUNT OF ATTENTION FROM EXPERIENCED OPERATORS AND RELIABLE SUPPLIERS. In a much-needed attempt to produce a perfectly clean car, operators and suppliers have significantly improved the cleaning capability of their washes, and have considerably reduced most wash quality issues. On another notable matter, these two groups also have identified a second critical need, and have worked together diligently to drive down car wash operating costs.

These concerted efforts have produced two measurable and very positive outcomes. First, consumers at professional, commercial washes can fully expect to receive a beautifully clean, shiny, spotfree and dry car. Second, since operators and suppliers have sought to achieve the lowest cost of ownership, most operators have improved their profitability per wash.

Emboldened and encouraged by these two important achievements, the most successful operators and owners in 2016 will advance quickly now to the next level, as they focus intensely over the next six to nine months upon aggressively promoting and marketing their washes.

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TWENTY-SEVEN DIFFERENT REASONS WHY ANY CUSTOMER WOULD VISIT YOUR WASH

Begin Today To Promote Your Car Wash

Here is the Good News. How many of your regular car wash customers might say something like this? • I wash my car because it is really dirty. • I wash my car infrequently, and it is always an impulse purchase. • I wash my car because I have a prepaid car wash package. • I wash my car because I am going out of town, or going on vacation. • I wash my car because the weekend is coming up. • I wash my car because I have never used this wash before. • I wash my car because today is my pay day. • I wash my car to celebrate my birthday. • I wash my car because I am picking up my in-laws at the airport. • I wash my car because I have an important meeting in the morning. • I wash my car because I received a text or email announcement earlier today. • I wash my car because a clean and shiny car always makes me feel good. • I wash my car because today is a special day. (i.e., Mother’s Day) • I wash my car because we are going to a wedding tomorrow. • I wash my car because I have a date with my significant other. • I wash my car because I could see they weren’t very busy. • I wash my car because I want to get this nasty looking pollen off of it. • I wash my car because I want to get this terrible looking road salt off of it. • I wash my car because my car maintains its value better when it is clean. • I wash my car because I am working with my boss tomorrow. • I wash my car because I saw an attractive promotion on the reader board. • I wash my car because I like taking a break in the middle of a busy day. • I wash my car because the trained cashier prompted me to wash it!

As experienced car wash operators know, revenue in the field, at every car wash site, is the vital and sustaining life blood of the entire industry. Smart, proven suppliers understand and embrace this concept too.

Here is the Bad News, however.

Many “old school” operators are still tethered to self-limiting beliefs and assumptions which negatively impact their ability to market their businesses effectively.

do you believe still, that car washing is an “impulse” purchase?

For instance,

In fact, have you ever researched and discovered why any consumer would visit your site? Rarely have I talked with an operator who could name more than a dozen different reasons why a customer would get his vehicle cleaned at his wash on any particular day. Read the twenty-seven different reasons why any customer would visit your wash, and create in your mind a helpful mental checklist: “yes, I know that customer,” and “yes, those people also come to my wash.” As you complete this 10 minute learning exercise, you will better understand the varied but predictable shopping patterns and purchasing decisions of your customers. This useful exercise surely will help you create a more customer-centric marketing plan, and you can better anticipate when your customers are most likely to wash their cars. Also, do you believe still, that your biggest competitor is the newer (and maybe even bigger) wash down the road?

Is it possible, however, that an upscale nail salon, a popular day care center, or a franchised sandwich shop in the same retail strip center are capturing an ever bigger share of local consumer dollars

than your wash? Consider this possibility: within a three mile radius of your business, there are a hundred retail and service businesses, and they all are busy each day, vigorously competing for the same opportunity to find and capture a happy and repeat customer as you are! Many if not most of these savvy business owners have written and aggressive marketing plans with clearly identified performance goals. Not surprisingly, they review, update and adjust their plans each week. Finally, as you can imagine, different owners will also have different goals. For instance, some owners will monitor and know exactly how many new customers they have captured in the first half of the month, while others will remain steadfastly focused on creating more visits and sales from their existing customers. Begin This Month To Build A Loyal Customer Base

As you can see, beginning an effective marketing plan for your wash requires considerably more thought and effort than simply printing up some colorful and eyecatching flyers, or updating your on-site signage and reader board. These three easy-to-complete tasks are important, to be sure, but a comprehensive marketing plan, with specific and written 60-90-180 day goals, should not be beyond the reach of any successful car wash owner and operator. To help get your creative juices flowing, ask yourself this thought-provoking question: “what would it mean to

me and to my company, if I could increase wash counts this year by 30%, and increase my car wash sales by 20%?”

Keep in mind, most washes are only operating at 60% capacity. To make this quick exercise especially relevant and impactful, fill in your own numbers or estimates for increasing wash counts and car wash sales. As you will discover over time, increasing wash counts is a basic, day-to-day marketing and promotion activity. But building a loyal customer base, especially in today’s cluttered retail market, is a much more complex task. I have learned, as

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Increasing Carwash Revenue Car Wash Capture Ratio Comparison In this educational, hypothetical example, the following estimates may be found at a “typical” retail petroleum site: Gasoline Volume: 110,000 gallons a month Average Customer Transaction: 8 gallons per visit Monthly Customer Transactions: 13,750 per site Average Revenue Per Wash: $6.00 Car wash capture ratios: Good Targeted Capture Rate: Monthly Car Washes: Monthly Wash Revenue: Annual Wash Revenue: “Lifetime” Wash Revenue:

8% 1,100 $6,600 $79,200 $554,400

well, that many successful operators have neither the necessary time nor the acquired skill set to embrace this vital function effectively. In an earlier day, the technical repair and servicing of their equipment was a top priority for most operators. Now they must also find, hire or train one person or company who is directly accountable and responsible for the marketing of their businesses.

Better

Best

Is Marketing My Wash Worth The Effort?

10% 1,375 $8,250 $99,000 $693,000

12% 1,650 $9,900 $118,800 $831,600 (84 months)

Some operators, of course, may remain doubtful and unconvinced, thinking that what works in other retail businesses might not be applicable to the car wash business.

Emerging hypothesis: automatic car washes in 30-50 foot buildings at many retail petroleum and convenience store sites (pumping 140,000 gallons a month or less) with capture ratios below 8% will become irrelevant.

“I am only a car wash operator,” these few skeptics might say. Business writer Jim Collins, however, would disagree. He says in his book, Good To

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Great, “you absolutely do not need to be in a great industry to produce sustained great results. No matter how bad the industry, every good-to-great company figured out how to produce truly superior economic returns.” You will see that in comparing good, better and best car wash capture ratios at a hypothetical retail petroleum site, promoting your wash and creating loyal customers is indeed a very worthwhile and profitable venture.

We have saved the best news to last.

Those best in class owners and operators who begin and maintain a dedicated interest in their marketing strategies and tasks this year will begin the longawaited Canadian car wash breakthrough.

About the autor: A noted industry veteran and a popular car wash marketing consultant, Mike Perry has contributed more than 50 thoughtful articles on vital topics to premier car washing and c-store publications. He can be reached at mpccws5@aol.com

By Gunnar Beauregard

CONVENIENCE & CARWASH CANADA

Using Advanced Technology To Optimize Carwash Entry

Entry stations are a critical component in the complete technology package that is used to interact with customers at the carwash. However, as payment technology has continued to evolve the user’s hands-on interaction with the entry station has been lessened, which can be a benefit for both the driver and the wash operator. Today, the first interaction of more and more users with the carwash is not even occurring at the actual wash site, but online. For example, Web-based loyalty systems such as the Wash Account Loyalty System (WALS) from PDQ Manufacturing, Green Bay, WI, and WebCode/Cortex from Montreal, Canada-based Kesseltronics allow customers to purchase individual washes, gift cards and wash subscriptions online, while also offering the ability to access receipts and usage information. To maximize the benefits of online purchasing, it is fundamental that the entry stations deliver a perfect customer experience by seamlessly integrating with the products that have been sold online. The ability to accept, upgrade and reload wash products that have been purchased via the Internet is also a key element in providing a satisfying, no-stress customer washing experience. Knowing that online purchasing will be a staple in wash operation going forward, nextgeneration entry stations have been configured to recognize that an online purchase has been made and then reliably walk the driver

through the entire entry process. The entry process has been made even more efficient through the recognition of mobile-payment apps that utilize near-field communication (NFC) technology that is linked to the user’s credit card through an embedded NFC chip. For those wash customers that are members of the operator’s wash-loyalty program, entry may now be as simple as swiping a card or entering a PIN number. These loyalty programs also allow the customer to take advantage of any specials that the operator may be offering, things like a price discount for a number of washes that are purchased in bulk, a free wash on the customer’s birthday, or money-saving coupons that are offered by a co-branded business partner in the area. This increase in entry-station sophistication means that the customer now expects to be able to pay for washes using current online or on-site payment technology. In Canada, this demands that tellers must be able to accept the new “chip and pin” EMV transactions for credit cards and Interac, which is an interbank association that links

FOR THOSE WASH CUSTOMERS THAT ARE MEMBERS OF THE OPERATOR’S WASH-LOYALTY PROGRAM, ENTRY MAY NOW BE AS SIMPLE AS SWIPING A CARD OR ENTERING A PIN NUMBER. THESE

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As the driver approaches the wash, the RFID reader captures the driver’s account information and sends it through the entry station’s software system. When the payment is approved, the wash door rises, eliminating the need to insert a loyalty card or punch in a redemption code.

THE NEW PROCESS OF WASH ACTIVATION AND ENTRY VIA A SMARTPHONE WILL ENHANCE THE SECURITY, CONVENIENCE AND SIMPLICITY OF THE ENTIRE WASH PROCESS,

financial institutions for the purpose of exchanging electronic financial transactions. Also, the growing popularity of tap-style payment systems such as MasterCard PayPass, Visa PayWave and Interac Flash now make NFC payment systems a standard requirement at the wash entry. By adding NFC capabilities, mobile-payment apps such as Apple Pay and Samsung Pay can also be used to purchase washes. In order to take full advantage of the benefits that NFC-based transactions can offer to both wash users and operators, entry stations must seamlessly interface with mobile carwash apps. In the same way that many users are now going to the Internet as a first resource for purchase planning, those same users may also be doing the same thing with their mobile devices. To fully optimize this revolution in purchasing

behavior, mobile-app technology developed by Kesseltronics allows users to purchase and activate a wash using only their smartphone. To make this work, the entry station’s keypad must be equipped with hardware that can communicate with the app. The new process of wash activation and entry via a smartphone will enhance the security, convenience and simplicity of the entire wash process, which makes it a compelling payment option for users and operators. Another noteworthy advance in entry-station payment technology uses wireless radiofrequency identification (RFID) to make the entry process hands-free for loyalty-program members. An RFID transponder – similar to

Mobile Payments at the Carwash! Features and Benefits: • Increase convenience, Safety, and Security for carwash customers and operators • Allow your customers to activate and pay for the carwash using their smartphones • Build loyalty using your smart phone, eliminate the need for expensive magnetic strip cards or RFID tags • Easily integrates to Google Wallet, Apple Pay, all major credit cards for seamless transactions • Integrates with Access pay stations, Wash Access Loyalty System, and Webcode Basic Loyalty System for the ultimate carwash payment offering on the market

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CONVENIENCE & CARWASH CANADA

those used on tollways to allow the wireless collection of tolls – is placed in the driver’s vehicle. As the driver approaches the wash, the RFID reader captures the driver’s account information and sends it through the entry station’s software system. When the payment is approved, the wash door rises, eliminating the need to insert a loyalty card or punch in a redemption code. The use of next-generation entry-station technology by the wash operator creates a

PABP validation also lets wash operators meet compliance with the Payment Card Industry Data Security Standard (PCI DSS) by virtually eliminating the chance that security breaches will occur during a credit card or NFC/RFID-based transaction. Today, the operator that chooses entry-station or payment equipment that is not PABP compliant is an outlier, and one who does not put the highest priority on the safety and security of the user and his or her business.

Some operators are now processing thousands of electronic transactions a month. In order to protect this valuable information, entry-station manufacturers have begun designing equipment that is Payment Application Best Practices (PABP) compliant

Kesseltronics allows users to purchase and activate a wash using only their smartphone. To make this work, the entry station’s keypad must be equipped with hardware that can communicate with the app.

wide range of benefits. The most basic is that the majority of entry-station manufacturers are now offering a complete suite of entry station styles that are capable of appealing to and meeting the specific needs or desires of the wash operator. With more and more customers choosing to pay for their washes via online pre-purchases that utilize NFC or RFID communications technology, some operators are now processing thousands of electronic transactions a month. In order to protect this valuable information, entry-station manufacturers have begun designing equipment that is Payment Application Best Practices (PABP) compliant. Being PABP compliant means that a specific payment device adheres to the standards set forth by Visa’s Cardholder Information Security Program (CISP) protocols and that credit-card information that is gathered, stored, transmitted or processed by those devices is done so in a safe, secure environment that protects both the user and the operator.

Conclusion

Technological advances have brought the carwash industry into the 21st century. One of the most significant recent trends has been the development of systems that enable users to select, order and pay for their washes from the comfort of their homes, and then know that the wash will be activated upon their on-site arrival with no interaction with a pay box required. Cutting-edge operators are recognizing the benefits that NFC-enabled transactions offer and are using the technology to attract and keep customers who are becoming increasingly tech-savvy. More information on Kesseltronics, please visit www.kesseltronics.com

About the Author: Gunnar Beauregard is the General Manager of Kesseltronics Systems, Inc. a division of Dover Corporation Canada Limited. For more than 25 years, Kesseltronics has been providing innovative activation, control, monitoring and server-side products for the vehicle-wash industry. Prior to becoming GM of Kesseltronics, Beauregard was a lecturer at Dawson College and a Senior Product Developer at Kesseltronics. His main area of technical interest is the intersection of mobile, IoT and Cloud-based technologies. He has a B.Eng (Electrical) from Concordia University and an EDC from McGill University. He can be reached at (450) 458-8826 or gunnar@kesseltroncis.com.

BRINGING INNOVATIVE CAR WASH SOLUTIONS TO THE RETAIL PETROLEUM MARKET

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CONVENIENCE & CARWASH CANADA

By Del Williams

A Gentler Approach to Eliminating Damage Claims

High-quality “gentle foam” is reducing car wash damage claims to near zero, offers a quieter wash, and delivers a better final polish. FEEL HOW SOFT IT IS! “If a customer complains about damage during a wash, I’ll bring them inside my tunnel and let him or her see, touch, and feel the gentle foam,” says Seniw. “As soon as they feel how soft it is, they realize the damage didn’t come from the car wash.”

Automated conveyor and rollover car wash owners are seeing their damage claims drop to zero, cars come out shinier, and their expenses on new materials drop simply by switching to a special new category of high-quality foam, known as “gentle foam.” As soft and luxurious as it sounds, gentle foam is a unique type of foam material mounted on a core, which rotates, and is used in similar top, side, or wrap around

equipment as cloth, filament, or regular foam. Unlike typical foam, which is usually offered at standard levels of softness, gentle foam significantly increases the level of softness. When Bill Seniw, owner of Beverly Hills Car Wash in Chicago, Ill., changed his operation from full service to express wash, at the urging of his older brother Fred, he turned to high-quality foam. “Fred had run an exterior wash for years and advised me to use gentle foam,” says

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Benefits of Soft Foam Brushes • Better polish to the vehicles surface • No risk of scratching • Cleans better than cloth • Outlasts other materials • Last several years • Resist tearing

Seniw. “I saw it for myself at his location and touched it. I figured as soft and gentle as it is, I couldn’t go wrong with it.” Seniw says that his foam’s softness has also reduced his exterior wash’s claims rate to zero since he opened it. “I’ve noticed that the gentle foam I purchased doesn’t catch and pull on mirrors, antennas, license plates, or loose moldings like cloth sometimes can,” says Seniw. “It’s so soft and stretchable. I’ve had no damage claims since I opened my express wash almost three years ago.” In some ways, Seniw considers the highquality foam his secret weapon. Along with softness, Seniw credits the gentle foam with providing a quiet wash that puts his customers’ minds at ease when they ride through his tunnel. “The gentle foam is so quiet that customers can’t even really hear it. So they know we’re being gentle on their vehicles.” Because of gentle foam’s composition, it provides a better polish to the vehicles surface without the risk of scratching, snagging or damaging any portion of the car. Its softness enables it to clean difficult to reach areas, which also helps to optimize the wash while reducing claims. Seniw, who had long used cloth, chose to implement half cloth and half gentle foam on his exterior wash equipment, alternating every one. “I’ve got gentle foam on my lower details, my wrap arounds, and top tall side brushes,” says Seniw. “It cleans better than cloth because it’s much softer and tends to buff and shine the vehicle. It’s so soft it can get into hard to reach spots like small

AUTOMATED CONVEYOR AND ROLLOVER CAR WASH OWNERS ARE SEEING THEIR DAMAGE CLAIMS DROP TO ZERO, CARS COME OUT SHINIER, AND THEIR EXPENSES ON NEW MATERIALS DROP SIMPLY BY SWITCHING TO A SPECIAL NEW CATEGORY OF HIGH-QUALITY FOAM, KNOWN AS “GENTLE FOAM.”

crevices, around door handles, and window edging.” “When engineered properly and used with enough soap and water, fans of gentle foam feel that it has the softest touch, that it cleans and polishes for a better shine, and that it outlasts other materials,” explains Dan Pecora, owner of Erie Brush & Manufacturing (www.eriebrush. com), a manufacturer of car wash products and detailing supplies. LONGEVITY AND EASE OF INSTALLATION

As Seniw’s Beverly Hills Car Wash nears its third year of operation as an express wash, he notes that his foam can last several years and holds up well without fading or staining. “My gentle foam lasted over 2-1/2 years and could have performed longer, but I re-

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placed it early, changing its color from green to yellow, to brighten my tunnel,” says Seniw. “Because it’s closed cell foam and doesn’t absorb the dirt and oil from vehicles, it’s stain and fade free.” To increase gentle foam’s longevity and resist tearing, the material also varies in density and comes in thicknesses from about 1/8”3/4”. Such characteristics address the drawbacks of regular foam, which often lacks sufficient gentleness and strength. Installation was also streamlined by the design of the foam material. “While some car wash equipment manufacturers ship you hundreds of foam pieces you need to attach to the core, we were able to install the foam we purchased in seconds since it comes assembled in one big piece,” says Seniw. “The design not only saves time, but also ensures that it’s assembled to tolerance and will perform correctly.”

“The highest quality foam offers a range of softness, density, and thickness to optimize its use in conveyor or rollover washes,” adds Erie Brush and Manufacturing’s Pecora. “For instance, softer, thinner foam spun at lower RPMs is better for the sides. For rocker panels, the foam can be stiffer and thicker to prevent going inside pickup truck wheel wells, which can beat up thinner foams.” According to Pecora a slightly thicker foam also can work well in horizontal shaft top brushes, and is able to get into the nooks and crannies at the bottom and top of the windshield, where trim goes around. In the automated car wash industry, owners now have another choice of material to use that will offer a gentler, trouble-free wash, greater customer satisfaction, and a better shot at beating the competition.

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Del Williams is a technical writer based in Torrance, California For more info, call; 800-711-3743 (ERIE) in US, 773-477-9620 Internationally; Fax 800-798-3743 (ERIE) in US, 773-477-6030 Internationally; email sales@eriebrush.com visit www.eriebrush.com or write to: Erie at 860 West Fletcher St., Chicago, IL 60657.

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VISIT US IN NASHVILLE AT THE CAR WASH SHOW 2016 BOOTH 2712

(Continued from page 33)

CLEANLINESS A CUSTOMER PRIORIT Y

CONVENIENCE & CARWASH CANADA

Looking for a clean bathroom?

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Increasingly, people are utilizing social media to report on the cleanliness of public restrooms. Therefore, it’s even more critical for a business to keep their b a t h ro o m s spotless. Reporting clean bathrooms is a growing trend on social media. There are several apps and web based services available to help patrons post their reviews and experiences. One popular free clean bathroom finder is an app from Charmin called “sitorsquat.” Customers can download the app or visit a website to locate a clean and comfortable bathroom. They can also enter a rating by giving the bathrooms a “Sit” (clean) or “Squat” (dirty) rating. The ratings show up on an easy to access map that anyone can use. You can find out more about this app at www.sitorsquat.com, or just search for your location to see if anyone has posted a comment about your facility.

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(Continued from page 44)

The new Hellmann’s squeeze bottle features a new clean-lock cap. Gronlund notes, “Best of all this product doesn’t need to be refrigerated once opened, which is ideal for the c-store environment”.

are reassured when they see the brands they know and love in a c-store and operators are successfully using brands like Hellmann’s to increase the quality perception of their establishments,” explains Matt Gronlund. Fresh, contemporary packing regardless of the segment is always more appealing to consumers. Unilever, for example, has invested in an easy to open and evacuate stick pack featuring contemporary graphics. And the new Hellmann’s squeeze bottle features a new clean-lock cap. Gronlund notes, “Best of all this product doesn’t need to be refrigerated once opened, which is ideal for the c-store environment.” Attractive, packaging that is easy to use improves the customer experience and can help retailers manage their inventory and reduce waste.

STAYING COMPETITIVE Retailers from all channels are now looking to offer convenience and capture the attention of busy buyers. Michelle Malison, a Global Retail Analyst for Euromonitor International (www.euromonitor.com), advises, “In addition to convenience stores and forecourt retailers, retailers in other channels are meeting consumer demands for convenience, blurring the lines that once distinctively identified the convenience store/forecourt retailer models.” Today’s c-store customers have more convenient food service options than ever and expect variety and quality when they shop. Differentiating your food and beverage offerings is critical to customer acquisition and retention.

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What’s New

Coca-Cola’s New Global Campaign “Taste The Feeling” Debuts in Canada

Meet the new member of the Bee Maid Honey family: Li’l Honeys 120 packet dispenser! Bee Maid Honey Li’l Honeys single serve packets have proved to be an efficient solution to messy bottles in the Food service segment. Our newest format comes with a reduced count (120 packets) in an attractive, individually-wrapped box featuring a self-dispensing tab. Li’l Honeys 120 packet dispenser is easy to split at customer distribution points and offers better control in dispensing making order cycles more predictable and cost effective. Optimal presentation for convenience, office coffee and drive thru business. Li’l Honeys is the only single serve packet using 100% Pure Canadian honey in a hygienic, easy-to-use teaspoon size. After all, the best things in life do come in small packets- Li’l Honeys packets! Jeff Shevchuk, Western Regional Sales Manager T 403-992-3360 E jeffshevchuk@beemaid.com

Exclusive Candy launches new Shock Rock Popping Candy. Offered in three flavours, including Blue Raspberry, Strawberry, and Cotton Candy. And don’t forget to check out our Shock Rocks Strawberry Dips. For more information call Exclusive Candy & Novelty Distribution at 905-795-8781 or visit www. exclusivecandy.ca

Campaign launches with 60-second spot on advertising’s biggest stage Coca-Cola Canada officially launched its new global campaign, “Taste the Feeling”, in Canada with its biggest ever media investment in a Canadian broadcast of the Super Bowl. The 60-second television spot, titled “Anthem,” comes to life through a series of ordinary moments linked by a Coca-Cola, such as playing in the snow with friends, a first date, a first kiss, and a first love. “Anthem” premiered during the first quarter of the game and aired four times during the broadcast. “Taste the Feeling’ reinforces that drinking a Coca-Cola, any Coca-Cola, makes a moment more special,” said Michael Samoszewski, Vice President of Sparkling, Coca-Cola Ltd. “What better way for us to kick-off our new campaign than during the biggest sporting event in North America; when friends and families come together to share in all of the exciting and nail-biting moments of football’s biggest day.” “Anthem”, created by Mercado-McCann, is the lead television spot in a series of 10 created as part of the global “Taste the Feeling” campaign. The spots give the viewer momentary but intimate glimpses

into everyday stories, feelings and experiences that people share while enjoying an ice-cold Coca-Cola. At the close of each commercial, the family of Coca-Cola trademark products unite as one under the famous red Coca-Cola disc. Television spots aired in the Canadian market will include an end-tag that highlights two smaller pack sizes, the 237mL iconic glass bottle and 222mL mini can, along with calorie information for each. “We know Canadians want the information to make the right choices for them,” says Samoszewski. “Many Canadians are not aware that we have smaller packages available or how many calories they contain, and these messages can help to support their beverage choices.” The campaign also features 100+ campaign images shot by noted fashion photographers Guy Aroch and Nacho Ricci capturing people from around the world enjoying ice-cold Coca-Cola in a variety of everyday moments. The new campaign imagery will be used in print advertising, out of home billboards, in-store as well as digital media. To see the commercials and view the campaign images, please visit www. coca-colacompany.com/tastethefeeling/. Find more information at: Facebook. com/CocaCola Twitter: @CocaCola_Ca Instagram: @CocaCola_Ca YouTube. com/CocaColaCanada #TasteTheFeeling About Coca-Cola Canada Coca-Cola in Canada operates in all ten provinces, and employs 6,300 people in more than 50 facilities, including six production facilities across Canada. For more information about our Company, please visit: www.coca-cola.ca or www.thecoca-colacompany.com

Cleaning Systems, Inc. (CSI) of De Pere, welcome Richard to CSI®. His extenWisconsin hires of Richard Wells to the sive industry experience and deep position of Lustra® Regional Sales Manager. commitment to customer service and Mr. Wells has been involved in the car wash in- satisfaction will make him an excellent dustry since 1984 in positions across Alabama, addition to our team. We feel he will be a true asset to our customers across Tennessee, and Georgia. the region.” Mr. Wells was quoted as saying, “I am excited For more information about Cleaning to be joining CSI® because I’ve seen firstSystems, Inc. Visit hand the quality and value of the advanced www.CleaningSystemsInc.com. technology of the Lustra® line of products. I look forward to the opportunity to serve our Questions about Mr. Wells’ hiring customers across the region, and hope that my should be directed to Mercedes Manown passion for the industry will be an asset to nino at (920)337-4420 or via e-mail at the CSI® team.” mmannino@cleaningsystemsinc.com. Dave Krause, President and CEO of CSI® was quoted as saying, “We are pleased to

CONVENIENCE & CARWASH CANADA

Exclusive Candy launches New 2 Pack Protein Shots and Single 88ml bottles.

Clean eating is important. We are advocates of eating as much whole food as possible. In today’s fast-paced world, we know there is a desperate need for HEALTHY AND CONVENIENT energy foods on the supermarket shelves. That’s why we created GORP. No fake sugars, preservatives, fillers, or colouring. No high fructose corn syrup or scary-sounding ingredients you can barely pronounce. We did our research and filled these bars with all the good stuff: power-packed nuts and seeds, oats for heart health and long-lasting energy, superstars like flax and hemp for all their Omega-3 goodness, and lots of fiber for weight control and intestinal health! Three cheers for intestinal health! 1.855.328.4677 www.gorpworld.com facebook.com/GORPbar @gorpbar SONNY’S CarWash College Adds Multi-Site Class Tamarac, FL – SONNY’S CarWash College is now offering classes aimed at managing multiple car wash sites. In today’s fast-paced environment, keeping even just one car wash running smoothly is increasingly difficult. This new Multi-Site class gives you the tools and training necessary to better understand the latest in car wash technology, manage employees at remote locations and remain in firm control of daily operations and procedures at several locations. Register today at www.carwashcollege.com . The first class begins March 14th-18th. About SONNY’S The CarWash Factory Globally recognized as an industry leader, SONNY’S has full tunnel systems in each of the 50 United States, and equipment in countries worldwide. Forward thinking professional car wash investors and owner/operators partner with SONNY’S because of their leadership, reliability and expertise. SONNY’S educational offerings and proprietary software support car wash profitability and their conveyorized car wash innovations, parts, and supplies keep businesses growing. SONNY’S The CarWash Factory is the largest manufacturer of conveyorized car wash equipment, parts, and supplies in the world. To learn more about SONNY’S The CarWash Factory, please visit www.SonnysDirect.com or call 1-800-327-8723.

Offered in four flavours, including Berry Wild, Tropical Twist, Strawberry Splash and Energy Berry Rush. For more information call Exclusive Candy & Novelty Distribution at 905-795-8781 or visit www.exclusivecandy.ca

Novipax Unveils Pad-Loc® Fresh™ CO2-Generating Absorbent Pad OAK BROOK, IL – Novipax, the leading producer of absorbent pads in the United States, is pleased to announce that it has advanced the company’s mission to enhance food presentation and safety by releasing the innovative, new PadLoc® Fresh™. Pad-Loc Fresh generates carbon dioxide (CO2) inside the package to help create an environment that is unfavorable for microbial growth on fresh and processed meats, poultry, seafood and other food products. Used as a tool in an effective modified atmosphere packaging (MAP) strategy, Pad-Loc Fresh enables fresh and minimally processed packaged food products to maintain visual, textural and nutritional appeal while also helping to extend the shelf life of fresh food products without the need to add chemical preservatives or stabilizers. “We are extremely excited to be launching Pad-Loc Fresh,” said Novipax CEO Bob Larson. “Pad-Loc Fresh is not only the latest product innovation from Novipax, but it also promises to take food presentation and safety to a whole new level.” Pad-Loc Fresh incorporates the same construction and features as the company’s flagship Pad-Loc pad, but goes a step further by integrating a granular agent that releases CO2 when moisture is absorbed into the pad. This material also provides a much more consistent release of CO2 than powders used in other pads. Pad-Loc Fresh is an FDA-approved product, which allows for sale of the product in both the USA and Canada. For more information on Pad-Loc Fresh, and all other Novipax pads and trays, please visit novipax.com.

MARCH / APRIL

Ad Index

AirLift Doors Inc............................................................ 46 Belanger Inc................................................................. 54

Dover Completes Acquisition of Tokheim Dispenser and Systems Businesses Acquisition expands OPW’s and Tokheim’s market reach and product offerings to deliver the industry’s only single source end-to-end fuel site solutions HAMILTON, OH – OPW, a Dover Company (NYSE: DOV) and a global leader in fluid-handling solutions, announced today that Dover Corporation has completed the acquisition of Tokheim Group S.A.S.’s dispenser and systems businesses and they are now part of OPW. Tokheim is a leading manufacturer of fuel dispensers, retail automation systems and payment solutions. With a presence in Europe, Middle East, Africa, South America and Asia-Pacific, Tokheim is one of the most recognized brands in the retail fueling industry. “Both Tokheim and OPW have been leaders in the retail fueling industry for more than a century,” said David Crouse, OPW President. “By integrating Tokheim’s advanced line of dispensers and automation systems, the combined business will be able to offer our customers an unparalleled end-to-end fueling solution.” Tokheim is the fifth major acquisition for OPW in the past two-and-a-half years, and matches previous acquisitions (Fibrelite, KPS, Jump, Liquip) of category-leading brands outside the North American market. “OPW’s goal is to bring the very best solutions to our customers in all regions of the world,” said Keith Moye, OPW VP of Global Marketing. To learn more, visit: http://www.opwglobal.com/opw-retail-fueling/tokheim-microsite# World Dryer’s New VERDEdri™ Creates a Benchmark for High Speed Hand Dryers Using only 950 Watts of Power VERDEdri Delivers Unmatched Energy Efficiency World Dryer Corporation, a leading manufacturer of electric hand dryers, announces the introduction of VERDEdri™, an all-in-one high-speed hand dryer for any facility wanting one hand dryer that meets a variety of requirements. VERDEdri is exceptional in that it uses only 950 watts of power, making it the most energy efficient high-speed hand dryer on the market to date. Additionally, VERDEdri is equipped with a HEPA filtration system to reduce airborne contaminates and improve hygiene quality for facilities where clean is of utmost importance. Making installation even easier, VERDEdri is a surface mounted ADA compliant hand dryer and offers global universal voltage to accommodate any restroom environment. “We are excited about the introduction of VERDEdri to our portfolio of hand dryers because it offers exceptional simplicity as well as quality for any facility seeking a high-speed hand dryer that answers every need – from energy efficiency, to hygiene, to ADA compliance,” said Dan Storto, president of World Dryer. “All of our products are designed to deliver a large range of options that satisfy the features customers need and want in a commercial hand dryer.” For more information visit: World Dryer ® Corporation (www.worlddryer.com)

Blast Off Fireworks....................................................... 49 Blendco Systems......................................................... 71 Bulloch Technologies.................................................... 62 Canadian Trade House................................................. 37 Continental Store Fixtures............................................. 52 Core-Mark Int’l......................................................... 6, 22 Cradlepoint.................................................................. 38 Direct Cash.............................................................. OBC Erie Brush.................................................................... 68 Exacta.......................................................................... 33 General Mills ................................................................IFC Gourmet Chips............................................................ IBC Gulf Carwash Show Dubai............................................. 55 Innovative Control Systems...........................................66 Istobal USA................................................................... 72 Jack Cash ATM............................................................. 75 Kesseltronics................................................................. 64

Kleen Rite......................................................................20

Lassonde / Oasis.......................................................... 25

MI Petro........................................................................ 74

MI Petro / Haaga........................................................... 34

NACDA.........................................................................13

CMY

Nestle Waters................................................................ 21

Oasis.............................................................................58 P.D. McLaren Limited............................27, 33, 43, 61, 73 PDQ Manufacturing.......................................................70 Petroleum Equipment Institute....................................... 14 Protein Shots / Exclusive Candy....................................23 Proto Vest.....................................................................56 Reclaim Equipment Company.......................................73 Rothman, Benson & Hedges.........................................30 Scholtens Inc................................................................ 61 Shock Rocks / Exclusive Candy...................................28 TaTa Beverages.............................................................26 Trace Natural Water....................................................... 44 United Distribution Network........................................... 32 Uniti Expo......................................................................18 Upwardor......................................................................60 Western Convenience Stores Association ............... 10, 11 Western Refrigeration ...................................................36 WPMA...........................................................................53 Xpress System RFID Entry System................................50

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