CCWC nov_dec 2014

NOVEMBER | DECEMBER 2014

‘CAN YOU TOP THIS TECHNOLOGY’ DRIVES FUEL NOZZLE DEVELOPMENTS

PM41670539

HOT BEVERAGES – HOT SALES LITTLE BITES = BIG OPPORTUNITIES NEW TECHNOLOGY KEEPS AN EYE ON JJ WOODLEY’S WASH BUSINESS IN HAMILTON ENERGY DRINKS MR. WASH AUTOSERVICE AG – CLEANING UP IN GERMANY

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PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

EDITOR Kelly Gray editor@convenienceandcarwash.com SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com

08

Hot beverage success is all about knowing your customers and delivering on the promise of quality

Brenda Johnstone 204-489-4215 bjjohnstone@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 Barbara Bowes Karen Cox Kelly Gray Josh Hart Matt Lauber Mike Perry 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

Contents 08 Hot Beverages 2014 Know your customer and keep your service promise to succeed 11 Energy Drinks A Canadian perspective 15 Snack Happy Snacks might be small is serving size, but they are huge in opportunity 20 Financials Stores run better when operators leverage technology 23 HR Training raises effectiveness 25 Washtalk JJ Woodley’s Red Hill Car is best-in-class in Hamilton thanks to JJ’s industry experience and his willingness to embrace technology 28 Carwash Q&A 31 Carwash Case Study/ Mr. Wash Dieser Wasch ist gut in Deutschland 37 Fuel Nozzle Technology Design enhancements address current challenges 40 Four Reasons for Carwash Underperformance 40 PD McLaren Celebrates 90 Years 41 Maximizing Carwash Revenue Refining the target 43 What’s New

CONVENIENCE & CARWASH CANADA

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Publisher’s Message CREDIT WHERE CREDIT IS DUE Canada’s retailers thought they were on a path to victory over the high cost of interchange fees paid to credit card companies. The complaint had been that operators who accepted a major credit card were hit with fees that came close to 3 per cent of the transactions. Too high, said retailers who asked government to regulate the industry. The government suggested regulation of this kind would be harmful to the companies that provided the service. Even though fees have inexplicably soared by 25 per cent over the past two years the Feds thought it would be better to have the industry police itself. The result has been an announcement from Visa and MasterCard that they will voluntarily lower their fees to 1.5 per cent for the next five years. This is still too high. And, what happens after five years?

Consider that other developed economies such as Australia have taken the matter more seriously that our federal government. There, card co’s may only charge 0.5 per cent of transaction. Europe took it even futher with EU countries seeing charges of only 0.3 per cent.

Why is it important for Canada’s convenience retailers to demand lower fees? The simple fact is that an ever-growing number of customers now pay with credit cards to obtain reward points and other incentives. The high cost of a tank of gas also moves people to reach for credit instead of debit cards or cash. The low margins on fuel mean that many operators see any profit go out the window with card co’s gathering the two to three per cent of a sale that might go to the operators that typically work on high volume, low margin business models. In fact, we have reported that some long serving operators have been forced out of business by the high interchange fees.

The fees have also increased costs to consumers across the board. To get out from under the high interchange fees retailers have built the cost into their pricing structures. Now, a customer who comes into a store and pays with cash actually subsidizes the credit card purchase because all prices have been raised to accommodate the cost of fees.

Simply, the prevalence of credit card usage demands action from legislators. Self-regulation by the card co’s is not an option that retailers can build into their business plans. With more Canadians using credit and greater profits being recorded by credit card companies we need some stability and common sense when it comes to these high cost interchange fees.

As we come closer to a Federal election we invite retailers and members of the convenience sector to speak out to their MPs and candidates. Tell them we believe the interchange fees are too high.

Upcoming Events February 17 – 19, 2015 WPMA National Convention Mirage Convention Centre Las Vegas, NV http://www.wpma.com/nationalconvention March 10 – 11, 2015 Carwacs Toronto The International Centre, Toronto, ON April 23 – 25, 2015 2015 International Carwash Show Las Vegas, NV www.thecarwashshow.com May 26 & May 27, 2015 Western Convenience Stores Association CS Expo Executive Airport Plaza Hotel & Conference Centre Richmond, Vancouver, BC Contact: Andrew Klukas 778-987-4440 andrew_klukas@shaw.ca Or Brenda Jane Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash. com June 16 – 18 June 2015 PetrolWorld Business Meeting Summit Kuala Lumpur, Malaysia 2015

Brenda Jane Johnstone Publisher Convenience & Carwash would like to introduce you to our new advertisers.

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N TRACK

THE WCSA IS USING CUTTING EDGE RESEARCH AND BUSINESS DATA TO ADVISE THE INDUSTRY.

By Kelly Gray

When you don’t know where you are, it’s tough to know C-stores as responsible retailers that care about communities where you are going. This is the message of Western and individual wellbeing. “But, there is more to do and with Convenience Stores Association (WCSA) President Andrew good information we can help bring about positive change Klukas. The WCSA and other bodies have been undertaking that makes sense in a business environment.” a number of powerful studies to better IMI International, a global business-to-busiunderstand how C-stores are positioned to ness consultancy dedicated to pushing the enACROSS THE take advantage of opportunities and continue velope with research and advice, produced the COUNTRY SOME their ability to meet customer demands. For Roadmap to Growth. Across the country some 2,200 RESPONDENTS 2,200 respondents undertook the 25-minute example, the Association will have its Alberta UNDERTOOK THE 25 telephone survey that researchers used to precontraband study ready to be tabled shortly and it has been utilizing its Roadmap to Growth MINUTE TELEPHONE pare the Roadmap. IMI reports that the survey study to benchmark key components of C-store was conducted this past April with interviewers SURVEY THAT business. to a 50/50 split between sexes amid RESEARCHERS USED speaking “The Roadmap to Growth is a survey of a pool of 18 to 64 year-olds who had experiTO PREPARE THE consumer perceptions of the industry and was enced one trip to a C-store in the past three ROADMAP. commissioned by our national partner, the Camonths. nadian Convenience Stores Association”. To a The study provided a wealth of solid data on very large extent it is a validation of what we how the public views and relates to C-stores have been doing over the past two years. It shows we are across the country. For example, eight out of 10 respondents on track,” says Klukas. reported they almost always or usually go to the same store.

He suggests that over the past number of years the As“This shows just how important it is to leverage customer sociation has been working to help C-stores become more loyalty and retention initiatives,” says Klukas. professional and in step with current trends such as healthy IMI’s study also revealed seven in 10 convenience shopeating and overall wellness. This has come in the form of pers make a purchase once per week or more often. But, aladvice on getting involved with more good-for-you prodmost half of C-store customers go to grocery as well for their ucts, but also with training and awareness programs where, convenience purchases. “Here the study shows a significant for example, staff has been schooled in best practices for opportunity for C&G to expand a share that is currently 23 age restricted products such as tobacco. Klukas remarks per cent.” More, C&G is only in the top consideration set for that these efforts are working to support neighbourhood 25 per cent of convenience shoppers. This suggests a need

CONVENIENCE & CARWASH CANADA

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Convenience Store Expo The CSExpo event will offer retailers:

• Real one-on -one learning opportunities • An exciting venue to network • Opportunities for deals on new products • A chance to win Flight Centre travel voucher

The CSExpo event will offer vendors:

• Space within a “store” environment that providing exceptional selling and networking opportunities.

• One-on-one meeting time with retail buyers.

• High exposure in an environment that revolutionizes how retailers and vendors connect.

• A unique setting to promote products and services while spending quality time with retailers.

• Advertising space in Convenience & Carwash Canada magazine • Contact list of attendees for follow-up after the event.

Mark Your Calendars!

The Western Convenience Stores Association (WCSA) and Convenience & Carwash Canada magazine are pleased to announce the first Made-In-The-West industry trade show event.

Executive Airport Plaza Hotel, Richmond, B.C. May 26 – 27, 2015

created by retailers, for retailers…

For more information and to register or become a sponsor: Contact: Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com 204-489-4215 Andrew Klukas andrew_klukas@shaw.ca 778-987-4440

THE IMI REPORT ESTABLISHED THAT THE WEST RATES LOWER IN PERCEPTION THAN DOES THE NATIONAL PERSPECTIVE WHEN IT COMES TO REASONABLE PRICES, OUT OF STOCK MERCHANDISE, STOCK SELECTION, VARIETY OF HEALTHY CHOICES AND QUALITY PROMOTIONS

to continue exploration and delivery on unmet or new customer needs. According to Klukas trips to convenience stores are increasing in frequency.

However, while C&G is seeing gains it is not keeping pace, especially in Alberta. “The study shows a need to expand openness and traffic to the location, increase the speed of shop, offer greater product freshness, and provide reasonable prices in a store that offers a safe environment,” he says adding that the Roadmap also showed that key drivers where C&G is perceived lower than other channels include; safe environment, clean/bright store, product freshness, trusted store.

How does the West fare when compared to the national picture? The IMI report established that the West rates lower in perception than does the national perspective when it comes to reasonable prices, out of stock merchandise, stock selection, variety of healthy choices and quality promotions.

According to Klukas the study offered hope to operators who are looking for better sales. For instance, he says, sug-

gestions showed that safe environment, food/beverage quality measures, friendly/ helpful staff, store cleanliness and more promotions could translate into greater customer throughput. Here, he showed off BC’s strong rating among shoppers where stores in the province were seen to offer a broader set of store improvements that included fresh healthy options, prepared meals, in-store eating, and organic and ethnic options. “The aspects that have made BC so popular with convenience customers is what we have been promoting for the past couple of years. Overall, we can see that we are on track with how we are working to position C-stores. The Roadmap helps solidify our efforts. It shows where we are succeeding and where we need to place effort,” he says, concluding that it’s tough to get where you want to be without a map.

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Brewing Sales HOT BEVERAGE SUCCESS IS ALL ABOUT KNOWING YOUR CUSTOMERS AND DELIVERING ON THE PROMISE OF QUALITY

HOT CHOCOLATE

Coffee is without a doubt the hot beverage of choice in convenience stores and the number one subcategory of the hot dispensed beverages segment, generating 77 per cent of sales. And, according to market researcher NPD Group, people buying more coffee away from home are doing so because of the convenience factor. Indeed, 14 per cent of coffee drinkers in Canada consume their coffee away from home and they drink coffee most often in the morning daypart. In fact, NPD reports the C-store coffee sector delivers about 60 percent of its sales during morning service hours.

Afternoon purchases are largely driven by consumer moods and cravings, as opposed to the need for an energy boost.

It’s no surprise that coffee consumers look for coffee blends that focus on freshness, flavor and quality. C-store customers also like being able to personalize hot beverages with condiments such as flavored creamers, flavor shots and whipped toppings as well as flavor sprinkles such as nutmeg and cinnamon.

To generate excitement at the coffee bar, some C-store operators turn to seasonal blends that feature rich dark roasts as well as the popular pumpkin spice during the fall and gingerbread flavour in the winter.

Market researcher Technomic states that convenience stores top all other types of retail locations for breakfast patronage, the strongest period for hot beverage sales. More, convenience stores are the only sector to see a significant

COFFEE CONSUMPTION BY AGE

65+UP 18 to24 25 to35

totals 4% of hot beverage sales. 77% 40% 49%

8 November | December 2014

increase in breakfast patronage over the past few years. This, claims Technomic, is likely driven by coffee purchases. Brewed coffee out of home is most popular, with 60 per cent of Canadian coffee drinkers likely to buy a cup before noon. In the afternoon, customers are looking for indulgences. Here Espresso-style beverages are more likely to be purchased as a treat (38 per cent) or when yearning for something sweet (20 per cent). Hot chocolate also fits well in this afternoon and early evening time segment when stores also report good herbal tea sales.

The Washington-based National Association of Convenience Stores (NACS) carries Technomic’s study further. They show that consumers stop to buy coffee at c-stores more than they fill up their cars. The association reported that the average store sales in US stores of coffee, cappuccino and specialty coffee reached (US)$56,221 last year, representing about 90 per cent of hot dispensed beverage sales and a significant jump start to the days business.

According to the Coffee Association of Canada penetration of coffee continues to be highest among Canadians aged 65 and over (77%), and is lowest among 18 to 24 years old (40%). The study also reveals a steady decline over in coffee penetration among consumers aged 25 to 35 with penetration now at 49 per cent. The competition is coming in a variety of forms. For example, 45 per cent Canadians are drinking juices/juice

beverages; 44 per cent are drinking milk/milk beverages; 41 per cent are drinking tea; 35 per cent consume soft drinks; 29 per cent drink bottled water; and 30 per cent report drinking alcohol. All this said, gains are being made in specialty hot beverages where Canadians in the 18- to 24-year old group report a preference for cappuccinos, lattes, Espresso and café mochas.

Tea still has a way to go to capture marketshare away from standard and specialty coffees. In fact, tea typically lands around fifth place on the nation’s most popular foodservice beverage list.

Hot Chocolate remains surprisingly strong with close to 4 per cent of Cstore hot beverage sales. Important here is branding and quality assurance. All of us remember watery hot chocolate at the local community club and success in this segment demands chocolaty taste and rich mouth feel.

A recent study on C-store hot beverage programs by international market researcher Balvor LLC found that many operators were pouring hot beverage opportunity down the drain.

According to David Bishop, Managing Partner with Balvor, “The opportunity for the top-quartile is how they can leverage the more than 420 cups a day sold to build the business—both in foodservice and throughout the store—with tactics that attract even more shoppers and build the transac-

tion size of existing shoppers.” He suggests that while many retailers sell over 400 cups a day per store, there are locations where sales hit more than 750 cups per store. This is nearly five times higher than the industry average and 25 times stronger than the bottom quartile. The Balvor study revealed that more than half of retailers surveyed adjusted brewing practices to brew smaller batches, reduce the available number of blends and making fresh coffee on request in an effort to make their stores places of hot beverage excellence and reduce waste. The study also found that a similar amount of retailers changed their coffee equipment recently where they moved to soft-heat systems in an effort to extend holding times for brewed coffee.

Pricing is another key area where a competitive front is being fought with QSR. Here in Canada there is little doubt that the rivalry between Tim Horton’s and McDonalds over their coffee service is having an impact on business.

Recently, McDonalds offered free hot beverages as it rolled out its updated coffee program in an effort to battle Tims for marketshare. Certainly, QSR can complete with C-stores on convenience.

Where it can’t is in product assortment.

Simply, there is more reason to drop in to a neighbourhood C-store. When customers come calling have the right products at the right time of day to maximize the opportunity. Hot beverages are the perfect draw for brewing better sales.

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If you are in the fuel equipment and services industry, you also need to be in PEI.

“ Phil Farrell

When you get personally involved in association activities, networking and peer-learning experiences, you will see a truly amazing return on the investment of your membership.

The more you tap the opportunities, relationships and resources available to you as a PEI member, the more you will gain.

�

PEI President Vice President, Double Check Company

www.pei.org For more information about the benefits of membership and joining PEI, call Carletta Denison at 918-236-3962.

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By Canadian Beverage Association

Energy Drinks – A Canadian Perspective

MOST CANADIANS ARE AWARE OF ENERGY DRINKS: THE INNOVATIVE AND VIBRANT CATEGORY OF BEVERAGES THAT ENTERED THE MARKETPLACE IN THE EARLY 2000S. AND WHILE THE POPULAR ENERGY DRINK BRANDS ARE HIGHLY VISIBLE – AND PARTICULARLY APPEALING TO MALE CONSUMERS IN THE 22-34 YEAR OLD BRACKET – NOT EVERYONE KNOWS THE FACTS. MISUNDERSTANDINGS ARE OFTEN PERPETUATED BY MISINFORMED MEDIA WHO REGULARLY OVERSTATE THE CAFFEINE CONTENT OF THESE PRODUCTS OR SUGGEST THAT THESE DRINKS CONTAIN MULTIPLE SOURCES OF STIMULANTS.

CONVENIENCE & CARWASH CANADA

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A high price-point, strong brands and constantly increasing popularity make energy drinks a very profitable category. As retailers, it’s important to know the basic facts about this growing, profitable, and exciting beverage category.

A BRIEF HISTORY

Unlike soft drinks, energy drinks are functional beverages – and are appreciated by those individuals wanting a pick-me-up.

“Consumers are embracing funcENERGY DRINKS tional beverages as part of their overFIRST WENT ON all hydration strategy,” says Jim Goetz, SALE IN EUROPE President of the Canadian Beverage AsIN THE LATE sociation. “Energy drinks are part of a variety of beverages produced by 1980S. NOW, wide our members which allows Canadians THERE ARE OVER to choose the option that is appropri190 BRANDS ate for them.”

AVAILABLE IN As an entirely new category of prodCONVENIENCE ucts, energy drinks were first introduced STORES IN to Canada as Natural Health Products owing to their functional claims MORE THAN (NHPs) regarding mental and physical stimula165 COUNTRIES tion. In 2011, Health Canada announced GLOBALLY. that they were moving energy drinks to the Food Category, as energy drinks were being consumed just like other beverages. This move made Canada’s approach similar to how energy drinks are sold in other countries including the US, Australia, New Zealand and Member states of the European Union. With the transition, Health Canada announced a number of stipulations including labelling requirements, ingredient limits and restrictions on advertising.

In 2013, Health Canada presented its Assessment for the Potential Health Risks in the Canadian Context report and concluded that when consumed as recommended, energy drinks are safe.

“When looking at the safety of energy drinks,” Goetz says, “remember that Health Canada has not only reviewed them extensively, but felt confident enough with the results to move energy drinks from NHPs to the Food Category.”

CANADIANS MAY BE SURPRISED TO LEARN THAT A SIMILAR SIZED FILTERED DRIP COFFEE CONTAINS ABOUT TWICE AS MUCH.

CAFFEINE: THE FACTS

Caffeine has a long history as one of the world’s most common stimulants and has been enjoyed for thousands of years by cultures around the globe.

The most common way that caffeine is consumed is through coffee, tea, cola, and chocolate. It’s well known that energy drinks also contain caffeine – the amount of which is highly regulated in Canada.

Health Canada advises a daily caffeine intake of no more than 400 mg for the general population of healthy adults. The majority of Canadians are unaware of the caffeine content of the beverages

12 November | December 2014

they are consuming and are therefore unable to contextualize the amount of caffeine in energy drinks versus other beverages. Energy drinks, unlike coffees and teas, are required to state their total caffeine content from all sources on the label. Although many Canadians assume that energy drinks contain the highest levels of caffeine compared to other caffeinated beverages, they may be surprised to learn that a similar sized filtered drip coffee contains about twice as much.

As part of the move to Food, Health Canada has capped the total amount of caffeine allowed in energy drinks. Small single-serve energy drinks (e.g.

250 mL) have a maximum of 100 mg of caffeine with most containing 80 mg and larger single-servings (e.g. 473-750 mL) have a maximum of 180 mg. But, exactly how do these numbers compare to other caffeinated products on the market?

According to Health Canada, over 90 per cent of Canadians’ caffeine intake comes from coffee, tea, and other food sources in the diet.

WHO IS THE ENERGY DRINK CONSUMER?

Energy drinks were created to help provide mental and physical stimulation for a short period of time, similar to coffee or other caffeinated beverages.

Industry research shows that the 22 to 34 year old age group is a key demographic and that evenings and afternoons are the typical consumption periods, often replacing coffee purchases. This is a growing category with an increasing variety of flavours as well as low calorie or sugar free options.

If your customers have questions, encourage them to read the labels and be aware of their total daily caffeine intake. Energy drinks are safe to consume in moderation like any other caffeine containing beverage, and can be a very profitable product to have available in your store. Like coffee, energy drinks are not recommended for children, pregnant or nursing women, or those who are sensitive to caffeine.

If you have any questions visit the Canadian Beverage Association website at www. canadianbeverage.ca where you can download our energy drink information brochure and find additional information on caffeine and energy drinks. Awareness about this innovative product category will help you drive sales responsibly.

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By Kelly Gray

Snack Happy SNACKS MIGHT BE SMALL, BUT THEY ARE BIG BUSINESS. CONSIDER THAT THE GLOBAL SNACK MARKET IS ESTIMATED AT MORE THAN $374 BILLION. HERE IN CANADA OUR C-STORES ARE SEEING THEIR SHARE OF THIS TRADE WITH SNACK ITEMS RESPONSIBLE FOR CLOSE TO $60 MILLION, A FIGURE THAT REPRESENTS ROUGHLY 2.8 PER CENT OF A CONVENIENCE STORE’S OVERALL SALES. How can operators maximize the snack sales opportunity? According to Carman Allison, Vicepresident of Consumer Insights, Nielsen’s, there are approximately 9.4 million generation Y or Millennials in Canada (people aged 19-37). This represents 27 per cent of the national population.

Only baby boomers (people aged 48-67) boast larger numbers with 9.8 million or 28 per cent.

“As Millennials leave their parents’ homes, secure employment and have families of their own, they will be the ones to watch for retailers who want to maximize their sales,” she says, noting that as large as this group is, there are still opportunities across the board.

Citing Nielsen’s recent global snack study, the two opportunities for growth are (1) Snacking as meal replacement and (2) Reaching three types of snackers.

“New Nielsen research finds that global snackers tend to fall into three types: Planner, Purposeful or Spontaneous – and this is useful information for marketers who can cater to these three specific types of snackers through their messaging and instore shopper marketing efforts.”

CONVENIENCE & CARWASH CANADA

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Millennial consumer is also looking for added protein when they reach for a snack as a pick-me-up. “The entire granola bar sector is exploding with new items from major manufacturers such as Kellogg, General Mills, and Con Agra.”

According to Allison, large percentages of sector. The heat and flavour has made them one global respondents are Planners. These consum- of the most unique players in the Salty Snacks segers eat snacks at home, with family and friends, ment. Known for products such as Blair’s Death and they have a few snacks they keep in rotation. Rain Chips and Sauces these items are so hot customers are advised to sign a waivThese consumers tend to buy snacks er. Snack add-ons such as Pepper in the store aisle and know exactly Mixes, Rubs, or real Chipotle Spicy what they want when they get to the Mayo as well as a host of other heat store. A smaller percentage plans inducing items are guaranteed and carries the snacks they eat each to spice up sales. In fact, when it day. comes to Hot and Spicy few comThe second largest group is Sponpanies can compete with Gourmet taneous. These people like to try Chips and Sauces in Canada. new snacks, buy a variety of snacks, “We are seeing a 4 per cent to 9 and do not plan their snack purper cent climb in snack consumpchases. “These consumers often eat tion from the Asian countries and in snacks as soon as they buy them and the developing world. Incidentally, tend to buy snacks at the check-out these groups represent Canada’s counter,” says Allison, adding that largest sector of new immigration.

North American respondents lead Operators should pay attention to the way for buying a variety of differthis and be prepared to market to ent snacks (70%). these groups with products they Purposeful snackers are the third love such as hot and spicy Sauces group. These consumers know what and Chips,” says Aubrey Zelman, they want in a snack. They are very Vice President Sales, Gourmet selective about what they choose.

“SOLO BAR IS Chips and Sauces.

“These respondents prefer snacks FAST BECOMING He reports that trial purchases with ingredients that are sourced THE PREFERRED of hot items like their new Jolokia sustainably and will pay extra for SOURCE OF FUEL Death Rain Potato Chips are often fair-trade snacks,” she says pointing FOR CONVENIENCE “After that, purchases to confectionery items such as fair ENERGY SEEKERS ON- aarenovelty. planned and customers seek trade chocolate and premium varietTHE–GO, AS IT HAS out retailers where they can find ies of chocolate are good examples.

WITH PROFESSIONAL these unique products,” he says, Driving sales is new product exAND ELITE ATHLETES commenting that he is focusing on citement. Across the board, snack LIKE THE BLUE C&G with an eye toward specialty innovation is reaching out to both JAYS AND TORONTO and quality retailers. “We don’t go niche segments and the broader market where products are satisfying RAPTORS” SAYS KATZ to the Big Box or Discount Retailconsumer demand. From good-forFROM HIS OFFICE IN ers, we look to C-store because these stores are snack specialists. you to sweet or salty impulse items KELOWNA, BC. When customers look for snacks to planned purchase brands, manuthey know to look no further than facturers have been working to help their neighbourhood convenience change Canada’s snack landscape.

Gourmet Chips and Sauces of Montreal is rais- retailer.”

Aubrey suggests placing Blair’s Death Rain chips ing the temperature in the Chip and Condiment

16 November | December 2014

Snack add-ons such as Pepper Mixes, Rubs, or real Chipotle Spicy Mayo as well as a host of other heat inducing items are guaranteed to spice up sales.

near bottled water and the drink cooler for collateral sales. “When you eat our chips you might want to have a cold drink near by,” he says, adding that creating sales combos such as a beverage, Blair’s chips, and a slice of pizza works well to add sales.

Cereal, granola, energy and nutrition bars are another key point of growth in C-store snacking. Long seen as a highly

convenient tummy filler, manufacturers have been stepping up the recipes to meet changing consumer demands.

SoLo GI Nutrition has introduced a better-for-you energy bar for on-thego health conscious consumers that are looking for something a little more serious than the typical high sugar cereal bar. Providing a nutritious boost of energy that doesn’t fade with a candy

bars taste is was what Canadian Saul Katz, CEO of SoLo GI Nutrition, set out to do when he created the SoLo GI® Bar, a product that was a finalist in the Grand Prix Award for Best Snack of the Year, by the Retail Council of Canada.

The Bar’s lower glycemic response technology works like a vehicle’s fuel injection system to provide energy that sustains, without the spike and crash of blood sugar levels. To top it off this innovative line of low glycemic and gluten-free bars, comes in eight flavours including Apple Cinnamon with Quinoa, Mocha Fudge and Dark Chocolate Almond and stand by favorites like Peanut Power, Lemon Lift and Chocolate Charger.

“SoLo Bar is fast becoming the preferred source of fuel for convenience energy seekers on-the–go, as it has with professional and elite athletes like the Blue Jays and Toronto Raptors”

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says Katz from his office in Kelowna, BC. “If you are going to have any energy bar on your store shelf, make it SoLo Bar because it caters to a broader consumer base including those concerned about blood sugar and gluten issues.” While broadly available in Canadian food, drug and mass channels since launch at the Canadian Health Food Show in April 2013, SoLo Bar is now growing its availability as a “better for you” energy snack that consumers are looking for at gas bars and convenience stores.

The bottom line on snacks is that the category represents a vast opportunity for retailers to increase sales and maximize customer satisfaction. Helping this become a reality is Core- Mark, an international distribution and store logistics compa“THE SNACK CATEGORY ny. Well known as a leading IS ONE OF THE BUSIEST partner in convenience retail, CATEGORIES IN OUR Core-Mark has lots to say CHANNEL,” SAYS CHUCK about the snack sector and ARCAND, CORPORATE how sales can be made.

“The snack category is DIRECTOR OF CANADIAN one of the busiest categories MARKETING, in our channel,” says Chuck CORE-MARK Arcand, Corporate DirecINTERNATIONAL, INC. tor of Canadian Marketing, Core-Mark International, Inc. He reports they have expanded their snack selections with Core-Mark now carrying Tillamook Jerky products as well as more good-for-you brands of bars like Cliff Mojo and KIND. “We’ve expanded our Smart Stock merchandising program to include a ‘Good Health to Go’ rack that get products noticed and this means better impulse sales and more convenience for customers who come in for a planned purchase.”

He states that people are looking for products that have a healthy halo. They must taste good too, says Arcand who notes that the all-important Millennial consumer is also looking for added protein when they reach for a snack as a pickme-up. “The entire granola bar sector is exploding with new items from major manufacturers such as Kellogg, General Mills, and Con Agra. We work to create meaningful plan-

18 November | December 2014

Known for products such as Blair’s Death Rain Chips and Sauces these items are so hot customers are advised to sign a waiver.

o-grams that place the best of the best in store and then we monitor performance,” he says, commenting that good business means taking control of your store. “We give retail store operators the best products, show them where they are best placed and then let them get on with what they do best – focus on their customers.

“We believe that this category is as powerful as confectionery and we have the tools to show store operators how this can be done. Yes, snacks might be small in physical size, but they are significant in terms of sales, margins and opportunity.”

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Calgary I Mario Molinari Calgary I Mario Molinari

8225-30th Street SE, Calgary, AB T2C 1H7 8225-30th Street SE, Calgary, AB T2C 1H7 Email Mario.Molinari@core-mark.com Email Mario.Molinari@core-mark.com Phone (403) 720-3848 Phone (403) 720-3848

Vancouver I Kevin Clarke Vancouver I Kevin Clarke

7800 Riverfront Gate, Burnaby, BC V5J 5L3 7800 Riverfront Gate, Burnaby, BC V5J 5L3 Email KClarke@core-mark.com Email KClarke@core-mark.com Phone (604) 430-2181 Phone (604) 430-2181

Saskatchewan, Manitoba, North West Saskatchewan, Manitoba, North West Ontario & Toronto I Chris Bayley Ontario & Toronto I Chris Bayley 99 Bannister Road, Winnipeg, MB R2R 0S2 99 Bannister Road, Winnipeg, MB R2R 0S2 Email Chris.Bayley@core-mark.com Email Chris.Bayley@core-mark.com Phone (204) 633-9244 Phone (204) 633-9244

LEVERAGING THE LATEST PAYMENT PROCESSING TECHNOLOGIES CAN HELP MAKE RUNNING YOUR CONVENIENCE OPERATION A LITTLE EASIER, AND CREATE A BETTER OVERALL EXPERIENCE FOR YOUR CUSTOMERS.

Keeping Payment Security Convenient

By Karen Cox–Vice President, Payments & Retail Solutions, Moneris Solutions

20 November | December 2014

Owning and operating a convenience or gas station is no easy task. With demand for quick service, a diverse product offering, and 24/7 accessibility keeping the ‘convenience’ in your convenience operations can be a real challenge. Customers rely on gas and convenience stores for their everyday essentials. According to the Canadian Convenience Store Association’s (CCSA) 2014 State of the Industry Report, convenience stores located in rural communities are often the sole providers of essential goods and services such as milk, bread, gasoline, ATMs and postal services. These businesses make up approximately 26 per cent of the industry. The right payment technology will give customers access to their essential items quickly, and minimize down time, solidifying your brand as a central part of the community.

CONTACTLESS PAYMENT

One of the best payment processing technologies gas and convenience stores can leverage are contactless terminals using Near Field Communications (NFC).

NFC-enabled terminals allow customers to simply ‘tap’ their card to process payments up to $100 for both debit and credit. Tap payments take less time to complete compared to other transactions, allowing you to finish a sale quicker, reducing customer wait times.

Investing in contactless payment technology will also prepare your business to accept new forms of mobile payment, specifically, the projected rise of the digital wallet. With the recent release of Apple Pay and other smartphone-based payments, point of sale (POS) solutions that can accept this form of mobile device-based payment will put your brand ahead of the competitive curve. Newer mobile payment solutions utilize contactless acceptance, so laying the groundwork for contactless payments now will set you up for an easier transition as more consumers expect to be able to make payments using their mobile devices.

New payment technologies also bring changes to payment security. Understanding the different security tools is the best way to manage the security of your store, even as these new technologies emerge. With the recent string of card breaches in the US, maintaining the security of your point of sale is just as important as convenience and reliability. Consumers have become savvy about the security of their card data and expect their personal information is protected at all times. There are a number of industry security standards that help maintain the integrity of your transactions and minimize any potential damage to your brand’s image.

LAYERS OF SECURITY

It’s helpful to think of data security in terms of layers, with each layer creating an added level of protection.

The first level is EMV, the global standard for card security, otherwise known as chip and PIN. EMV helps authenticate a consumer’s identity and prevents incidences of fraud. Within the gas and convenience industry, chip and PIN technology is particularly important with Auto-Fuel-Dispensers. Since AutoFuel-Dispensers are outside the main store employees can’t always monitor them. This leaves them open to

potential tampering. Research from Interac shows a 72 per cent decrease in fraud related chargebacks to merchants since 2008 attributed to the introduction of Chip and Pin technology.

The second layer in security is End-to-End encryption, which protects card data that’s in motion. This method encrypts data from its point of entry (user inserting/ swiping/tapping their card) in the merchant’s system to arrival in a secure decryption environment (Normally the payment processor’s sever). This removes all clear text card data from the merchant’s end, limiting exposure in the event of a data breach. When choosing a payment processor, look for one that offers an end-to-end encryption solution.

The third level of security is Tokenization used to protect data at rest. Tokenization is the process of replacing vulnerable card data with a ‘token’ issued by payment processors to validate a purchase.

Tokens are used in place of card data when a payment is processed, and then validated by the payment processor to finalize the transfer of money from customer to merchant. If you need to store customer data for longer period of times, such as recurring payments or customer loyalty programs, tokenization keeps this data safe on your system. Tokenization is an integral feature of the upcoming smartphone-based wallets that uniformly use tokens instead of NFC-ENABLED TERMINALS ALLOW card data to make payments.

Industry Standards CUSTOMERS TO SIMPLY The final layer of security is the ‘TAP’ THEIR CARD TO Payment Card Industry (PCI) sePROCESS PAYMENTS curity standards that regulate the transmission of cardholder data UP TO $100 FOR BOTH for merchants and vendors. All DEBIT AND CREDIT. TAP systems involved with the storage, PAYMENTS TAKE LESS processing, and transmission of TIME TO COMPLETE data must be validated against PCI COMPARED TO OTHER standards, including the payment processors’ equipment. Gas and TRANSACTIONS, convenience stations should invest ALLOWING YOU TO in payment solutions that limit their FINISH A SALE QUICKER, PCI scope. This will reduce overall REDUCING CUSTOMER legwork for owners and operators, WAIT TIMES. and maintain a standard level of security across your operations.

Having a knowledgeable, trusted support team for your payment processing is the best defense in maintaining the security of your transactions. Leveraging new payment technologies can speed up overall transaction time, and provide customers with the convenience and flexibility they expect from your business. The last interaction you have with a customer is payment, so making sure it’s a seamless experience can help form a long lasting relationship.

CONVENIENCE & CARWASH CANADA

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Decisions, Decisions

By Barb Bowes

CHOOSING THE RIGHT TRAINING PROGRAM CAN BE DAUNTING

Congratulations. Your employees are showing an interest in training and development! At least one employee has submitted a request to attend an allday training program held at the local hotel. The program title is enticing and the content looks good. The program has open enrolment and will attract an audience of several hundred participants. The workshop will provide a good opportunity for networking. Not only that, the price is only $99 per participant. For that price, you could send several employees. But, is it worth it?

22 November | December 2014

At the same time, another employee has submitted a request for an upcoming three day intensive training program on the topic of project management. The session is limited to a small number of participants because of the anticipated hands-on work each person will be engaged in. The cost is much higher and includes a full workbook as well as the listing of competency skills required by the Project Management Institute. But, is the course worth it?

A third employee has submitted a request that your company consider a six month integrated leadership program for all of your supervisors. The program offers “hands-on” training where participants immediately apply what they have learned back to their work. The program also ensures effective monitoring and ongoing coaching for skill building. The cost is again much higher but includes all the training materials, readings, practice formats, etc. But, is the course worth it?

These requests are typical of the types of training dilemmas managers tackle every day. Yet, making a training decision is much more complicated than simply catering to one employee’s area of interest.

So, how do you know which training program is the best fit for your employee and your company? Do you make the decision based on cost, location, training delivery style, the qualifications of the instructor or the reputation of the company? Do you determine what specific skills will be taught and how these apply back home? Or, do you determine whether or not the employee’s absence from work will cause a delay in service and/ or production?

Most larger firms with a team of human resource professionals would conduct an overall training needs assessment, prioritize the skills required and then research and select training programs that could develop the needed skills. On the other hand, many of our smaller firms do not have the capacity to do such a comprehensive survey. As a result, managers often feel they are making the decision without sufficient information. Yet, there are several selection criteria that can be used to ensure you make the best training decision for both the employee, your department and the corporation.

As you may know, skill development is actually closely tied to employee performance management. As a manager working with employees every day, you know both intuitively and objectively which skills are weak or strong and which ones need development. You also intuitively know which skills can be developed through lecture, discussion and/or coaching and which skills require real hands-on learning.

Use your informal knowledge of employee capability as well as your formal performance review results to help develop an individual training plan for each employee. This plan will help make decisions regarding training expenditures. Keep in mind that any training program needs to increase employee productivity, quality of work and must fit into your overall business goals.

In a technical environment, we often find that employees need to improve their interpersonal and communication skills.

This type of training, although often referred to as “soft” training, requires a lot of real-time practice. Look for a program that is offered over 2-3 days within a small group setting and taught by a highly qualified instructor. If this is the first course for your employee, seek a broader program that offers general skills building such as “active listening”, asking open-ended questions, giving and receiving feedback, how to influence others and how to deal with difficult people.

But don’t stop there. Each of these communication skills

needs to be strengthened and this can be done through specialized courses in each area. For instance, a specialized course in “dealing with difficult people”, will strengthen their skills in this area. However, no matter whether a training program is general and/or specific, be sure to build in some strategy to ensure the individual is applying their skills back at the work place. This can be done through one-to-one discussion about the benefits of the course and what was learned and/or requiring the employee to prepare a presentation to colleagues on what was learned.

Of course, your daily observation of employee productivity will also determine the extent of the employee’s ability to practice what they learned.

With respect to leadership training for front line managers, my preference is to look for a course that can be delivered over a six month period. This includes workshop sessions every two to three weeks with reading and assignment homework, and ongoing personal coaching. I also prefer a program that integrates meetings between the training participant and their manager so that you know exactly what is being learned and you can see it being applied every day in the workplace. Look for a program that is very practical and teaches specific skills needed by a supervisor.

These more lengthy supervisory programs also focus a good deal on self-awareness; that’s because if a supervisor doesn’t understand him/herself, they won’t do well in managing other people. One of the successes of a program such as this that it helps create a consistent leadership culture by enrolling several of their supervisors in the program.

Overall when making a training decision, think about the following: • Does the training opportunity offer a series of building blocks so that skills can be progressively learned and applied?

• Does the training opportunity appear to match the skills that need to be developed?

• Is the training opportunity of such a length that practical skills can be learned, applied and then brought back to the workplace?

• Is the employee participant a willing learner or someone that is simply being “sent” as a matter of performance correction? Attitude will make all the difference.

• Is the cost/benefit to your company worth the expenditure?

• Are you aware of any feedback from other employees who have attended and does it support your knowledge of the program?

On the other hand, sending an employee on an external course is not always the best answer. In fact, there are plenty of ways in which to train an employee right in your workplace. Think about job shadowing, developmental and/or short term assignments in other departments or assigning an individual to a special project. Job rotation and job enhancement, cross training and situational mentoring are also good training alternatives.

Making the right choice about specific training programs and determining program effectiveness is as much to do about qualitative analysis as it is about management intuition. My best advice is to look for practical, hands-on skill building that can immediately transfer back to your workplace.

Barbara J. Bowes, FCHRP, CMC, CCP, M.Ed is president of Legacy Bowes Group located in Winnipeg, Manitoba. Barbara is a professional speaker, trainer, human resource professional, newspaper columnist and radio host. She can be reached at barb@legacybowe.com CONVENIENCE & CARWASH CANADA

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Istobal Evolution_NEW Version.pdf 1 10/30/2014 1:30:45 PM

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Keeping an Eye on Business SUCCESS IN SELF-SERVE WASHES IS ALL ABOUT HAVING THE RIGHT TOOLS FOR THE JOB.

OUR IDEA WAS A SIMPLE ONE. EVERYTHING HAD TO WORK AND IT HAD TO WORK IN A BRIGHT WHITE CLEAN WASH BAY. WHEN A CUSTOMER SELECTS RINSE OR VACUUM THIS IS WHAT HAS TO HAPPEN. IT’S JUST THAT SIMPLE.

JJ Woodley is working hard to make his Red Hill Car Wash the best self serve wash in Hamilton.

To do this he has kept current with equipment, utilized his engineering knowledge, and installed digital surveillance technology to allow him to get a better handle on all aspects of this business from customer service to safety.

Woodley got involved with the wash some eight years ago when he bought the then fouryear-old facility in Hamilton’s East Mountain area off the Red Hill Valley Parkway. He reports that he had been working for an oil company that had him servicing their 19 self-serve wash sites after he finished University. The opportunities of the wash business proved to be a strong draw.

Woodley then worked for Mondo, a large chemical and equipment supplier designing, building and servicing all types of car washes before deciding to get his own wash.

“We completely renovated Red Hill clearing everything right down to the cinderblocks. I use to design and build carwash equipment for Mondo Products Equipment Division. All the systems at my site were designed and installed by myself, and my team from Mondo Products while I was still with them. Our idea was a simple one. Everything had to work and it had to work in a bright white clean wash bay. When a customer selects rinse or vacuum this is what has to happen. It’s just that simple. At a self-service car wash we provide the tools. If the tools don’t work, why would customers come?” he asks.

At Red Hill Car Wash throughput is about 50,000 vehicles a years. Each of these customers can expect all the bells and whistles made possible by some of the best-known suppliers. For example, Woodley turned to Exacta for his credit card/ fleet card management and looked to Standard Change Makers for his self-service cash machines. What he got was industry-leading solutions that help him get closer to his best card customers and offer self-service that is troublefree when customers want to activate wash systems. JJ also offers premium waxes like Tri Colour and Teflon wax. “We finish with Spot Free at high pressure,” he says, noting that the wash uses Mondo chemicals that help deliver the best car wash possible through innovation and reliability.

He also looks to Excalibur Water Systems to provide quality, high performance water treatment systems for his site. Woodley’s Excalibur Water system offers reverse osmosis and delivers the

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wash with softer water that is spot free.

“The water in the wash needs to be processed to work most effectively with the chemicals,” he says.

“We are now working on a new facility that will feature six self-service bays and an automatic car wash. At this site we plan to capture and store rain water from the roof and from the parking lot.

Our idea is to have zero storm water run off. I also plan to modify my existing reclamation system for this facility,” he says, remarking that it just makes good business sense to reduce your environmental footprint.

JJ also turned to J.E. Adams Car Wash Supply of Cedar Rapids, Indiana. This company is a true market leader when it comes to the self-service sector. At Red Hill, JJ looked to J.E. Adams for the wands that are the point of contact his customers meet when they come in to get cars clean. “I also highly recommend, and only use J.E. Adams vacuums/carpet shampoo machines,” he says citing reliability and economy.

At Red Hill Car Wash, customers can also find a range of products to help them get the most from their car cleaning efforts. To get supplies such as wipers, air fresheners and even snacks to customers, Woodley turned to Laurel Metal Products. “This company manufactures the simplest, most reliable vending solutions for my type of facility,” he says.

VIGILANCE IS AN ABSOLUTE MUST IN SELF-SERVICE LOCATIONS

Having a self serve car wash that is open 24 hours seven days a week means you have to have a lot of eyes to keep a good watch on the business. Towards this end Woodley has spent in excess of $20,000 to battle vandalism and customer complaints. Though he had existing analog cameras, Woodley decided to upgrade with a new 19 camera IP security system. There were two main reasons for the switch, the first being image quality.

Analog video is often grainy, while IP cameras provide HDTV quality video with resolutions that can be set to ensure that license plate numbers can be captured and faces are identifiable. IP video can even be used as evidence in court. By making this change, Woodley gained an extensive, detailed view of the large lot, paying special attention to potential problem areas.

The second reason for choosing IP was usability. Unlike CCTV systems that are

can help identify leaks and their causes, directly cabled to a Digital Video Rewhile those focused on car bays assist corder (DVR) on site, IP cameras are esin assessing customer complaints. “If a sentially computers that can see. They customer says they put $3 in the machine can be accessed wirelessly, allowing and it didn’t work, I can go immediately the operator to see what is going on at go to check the video,” says Woodley. “If anytime via a computer, tablet or smart the machine is malfunctioning I can react phone. Video can be stored locally or quickly to refund the customer and have to the cloud. the machine fixed.”

Additionally, the user can manipulate The cameras also assist Woodley imcameras remotely, changing the direcmediately quash any scams. In one intion or zooming in to take a closer look stance, a customer complained his car’s at anything of concern. The IP cameras paint job was damaged. Woodley was are easily adaptable to a business’s able to promptly forward high-quality, existing digital technology, can be time-stamped photos to the complainupgraded easily, and can support apant, proving the damage existed before plications for business intelligence or the wash. operations.

In a more unusual turn, Red Hill Car At Red Hill, IP cameras were installed Wash’s extensive camera coverage to provide detailed views of specific helped the business avoid an unfair reguareas such as coin bays and the ATM. latory fine. When city inspectors came to High resolution cameras also capture collect wastewater samples from the systhe plates of vehicles entering and extem, the car wash appeared iting, and in other “hot to be flushing oil into the spots” such as the vacuA SELF SERVE CAR sewer and was faced with a um machines. Since imWASH THAT IS OPEN fine of $50,000 per day unplementing the solution, til the issue was resolved. two incidents of vandal24 HOURS SEVEN ism have been caught DAYS A WEEK MEANS After reviewing the footWoodley was able to on video. The clarity of YOU HAVE TO HAVE age, provide video showing that the images, especially of A LOT OF EYES TO the inspectors had, in fact, culprits and their license KEEP A GOOD WATCH accidentally taken their plates, resulted in arrests ON THE BUSINESS. samples from the wrong in both cases and, in one part of the system and the case, restitution.

TOWARDS THIS Woodley noted that, END WOODLEY HAS fine was cancelled.

Based on this success, as an establishment that SPENT IN EXCESS Woodley plans a more exis open for business 24 OF $20,000 TO tensive IP camera system hours a day, it is not unBATTLE VANDALISM at his next, larger car wash, usual for vehicles to be which he hopes to open entering, exiting, and AND CUSTOMER within 18 months. He’s also loitering at all times of COMPLAINTS. investigating license-plate night. As such, it can be recognition technology to difficult to identify suspibetter analyze the flow of cious activity at a glance. vehicles around the site. This will allow Since the installation of the upgraded better tracking of suspicious vehicles, as camera system, instances of theft and well as understanding the habits of frevandalism have steeply declined. The quent customers. six car wash bays all have signs inform“IP cameras just make so much sense ing customers that the site is under 24in the car-wash business,” says Woodley. hour surveillance.

“For the first six years that I owned the Although Woodley originally deplace, I couldn’t know what was going on cided to upgrade to IP cameras for once I drove off the lot. All of a sudden I security reasons, he feels the biggest now have eyes everywhere at all times,” benefit to his business has been on the he says concluding that this helps get a operational side. Woodley can check in better understanding of customer needs on his employees and ensure they are as well as identify places of concern. “Our following proper procedures and begoal is steady continuous improvement ing productive. On nice weather days of service and our business. The new when business tends to be busier, he camera installation gives me the tools to can check if there is a lineup and call in do the job.” backup if necessary.

Cameras in the equipment room CONVENIENCE & CARWASH CANADA

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Q&A CARWASH 1

Are stainless steel components best for a corrosive car wash environment?

I strongly recommend stainless steel components for a carwash environment in all but a few cases.

If you are purchasing an aluminum/ polycarbonate overhead door for your wash make sure you go with stainless steel shaft, stainless cables, stainless bearings and bearing plates, and all stainless steel fasteners. Stainless steel hinges and track are available, but in my opinion, plastic is the better option in these two cases for the following reasons.

• Plastic does not conduct cold temperatures as much as steel so you will get less ice buildup on your hinges and track.

• Plastic is cheaper. Enough said.

• Plastic and stainless steel track and hinges have the same warranty.

• Plastic hinges will not react with the aluminum frame of the door. Over time stainless steel hinges on an aluminum door will begin to break down the aluminum and make replacement difficult.

• The rollers on your door will ride through plastic track much smoother and quieter than they will in steel track.

2

I’m building a new carwash.

What is the range of door sizes you offer?

First you need to consider what size door you need. There really is no good reason to make a door opening larger than it needs to be. Especially in cold climates where a bigger opening will make it harder to keep heat in your bay.

Most automatic carwash equipment has a clearance range of about 10' wide by 7' tall for vehicles it can accomodate. Therefore, a 10' wide x 8' door is all you would ever need.

However, it is common practice to go with a 10' tall door and only open it to 8'. This way you still have the capability to open the door to 10' if you ever need to get equipment in or out of your bay.

Self serve carwashes are a little more open ended. Do you want to wash dual wheel trucks? Do you want to wash semi trucks or campers? Many people extend their self serve bay door sizes to 12' wide x 10' or 12' high to accommodate the majority of vehicles and give them plenty of room to easily enter and exit the bay.

With that said, our capabilities for vinyl roll up style doors are 14' wide x 14' tall and our capabilities for polycarbonate overhead doors are 24' wide by 18' tall.

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3

What, in your opinion is the best option and why?

Aluminum/polycarbonate overhead doors or vinyl roll up doors.

This question really comes down to a few key questions.

• Do you need your door to offer security to your bay when the door is closed? If the answer is yes, then the polycarbonate/aluminum overhead door is your best option. This style door is as secure as a steel insulated door where the vinyl roll up offers no means of security to your bay.

• Is high speed a priority? Vinyl roll up doors will operate at speeds up to 34" per second where a polycarbonate door with a pneumatic opener will reach speeds up to about 18-24" per second.

• Do you want your door to break out of the track on impact and have the ability to reset itself with little or no damage to the door? The vinyl roll up doors have the capability to flex out of the track on impact and once operated again will automatically pull the door back in the track for normal operation. A polycarbonate door does not have this capability and a vehicle impact to the door will most likely mean replacing the damaged panels/hardware.

These are a few of the key components to consider when deciding on what type of door to choose. Both are tested and proven in the car wash environment so if the 3 questions above do not make your decision obvious, it really comes down to appearance and personal preference.

28 November | December 2014

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30 November | December 2014

By Matt Lauber

Mr. Wash Optimizes Customer Service with a High Performance Printing Solution from Datamax-O’Neil GERMAN OPERATOR OF AUTOMATED CAR WASHES DEPLOYS 60 DATAMAX-O’NEIL PRINTERS FOR PRINTING CUSTOMIZED SERVICE TICKETS. THE SOLUTION WAS IMPLEMENTED IN COOPERATION WITH PARTNER AISCI IDENT.

Mr. Wash Autoservice AG is one of Germany’s leading providers of car cleaning and valeting services.

In 1964, Mr. Wash opened one of the first automated car washes in Germany. Since then, it has expanded its network to 33 locations located on the most important traffic arteries in Germany’s major cities. The service centers wash approximately six million cars each year to very high standards. The company’s top priorities are speed of service and offering customers good value for their money. Its range of products extends from car washes and interior valeting to refueling and oil changes.

CONVENIENCE & CARWASH CANADA

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THE MP COMPACT4 IS CAPABLE OF PRINTING HIGH QUALITY TICKETS ON THICK CARD STOCK. ITS HIGH PRINTING SPEED (UNDER TWO SECONDS PER TICKET) SETS NEW STANDARDS.

32 November | December 2014

“All our software has been developed inhouse,” explains Henning Zimmermann from the IT division at Mr. Wash Autoservice AG. “The software enables our customers to watch from monitors what our employees are doing for them while their cars are being cleaned. In addition, the monitors also provide them with interesting information, e.g. during oil changes or other services.

We offer a comprehensive service. After all, everything we do focuses on the customer.”

Advanced ticket solution for transactions Customers can purchase cleaning services directly at the Mr. Wash petrol station checkout. Under the old token system, customers would pay and then be issued a token that identified the wash program they had selected. However, the token system had one key disadvantage – it did not provide sufficient flexibility. For example, it was difficult to include extra services, such as interior valeting, to the wash program. In fact, it actually prevented the company from implementing many of its customer service ideas.

Mr. Wash’s management therefore decided to replace the out-of-date token-based

system with a modern ticketing solution. During a transition phase, customers were issued tickets printed on standard receipt paper.

However, this solution did not prove popular with customers as the flimsy receipt paper left an impression of lower quality than had been the case with the tokens.

The solution that crystallized in the minds of the management team was a future-proof, high-performance printing solution utilizing rugged thermal printers. During the development phase, a variety of printers from different manufacturers were tested in partnership with the technology specialists from AISCI Ident. The result: only the MP Compact4 compact thermal printer from DatamaxO’Neil met the requirements of Mr. Wash.

Innovative printers provide the foundation for a modern ticket system The MP Compact4 is capable of printing high quality tickets on thick card stock. Its high printing speed (under two seconds per ticket) sets new standards. Moreover, the MP Compact4 printer is an extremely compact unit with a very low footprint that allows it to be mounted flexibly under the shop counter.

The unit also has a strong cast metal housing

CONVENIENCE & CARWASH CANADA

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THE MP COMPACT4 FROM DATAMAX-O’NEIL PERFORMANCE WAS SO IMPRESSIVE! PEAK DAYS, ONE OF OUR PRINTERS HAS TO PRINT NEARLY 4,000 TICKETS AND FOR MAJOR CUSTOMERS OR PROMOTIONS, IT MUST BE CAPABLE OF PRINTING UP TO 1,000 WASH TICKETS NONSTOP.

and is so rugged that it is virtually immune to all the wear and tear of everyday operation. Importantly, the high quality printer is intuitive to operate: the tickets are loaded in concertina-folded packs of 500 into a stainless steel box located underneath the printer housing. This allows Mr. Wash employees to replace media quickly and easily.

“When we were evaluating potential printing solutions, it was very important to us that our employees are able to replace media as easily as possible. The last thing we want is for customers to be left waiting.

That was why we chose the MP Compact4 from Datamax-O’Neil. Its performance was so impressive! On peak days, one of our printers has to print nearly 4,000 tickets and for major customers or promotions, it must be capable of printing up to 1,000 wash tickets non-stop.

Our new system takes just two seconds to print each ticket,” continues Henning Zimmermann.

Customized receipt printing for optimum customer service Mr. Wash customers have a choice of four different wash programs at the checkout counter and they can also combine these with further options, such as interior

34 November | December 2014

valeting. The tickets are printed at the desk and are valid for one use only. The barcode printed on the ticket is scanned and compared with the information in a database. As the printer can print tickets with a very high resolution, the barcodes can be encoded with extra data. Furthermore, Mr. Wash is able to include additional information for customers such as details of promotions, gift vouchers or special deals with automobile manufacturers. Tickets can also be customized for major customers or fleet operators. At the moment, Mr. Wash is working with ticket media, which contain four different layout versions.

This enables the MP Compact4 printer from Datamax-O’Neil to produce four different layout designs — one after the other – giving customers a highly varied selection of ticket designs.

The thermal printing media are also customized for optimum performance under the operating conditions at Mr. Wash. The tickets are supplied pre-printed in color, perforated and concertinafolded in accordance with the company’s requirements. In addition, the material is also protected against manipulation to increase security. The advanced thermal media can be stored for several years and, unlike standard thermal labels, remain clearly readable. This is particularly important because many of Mr. Wash’s customers purchase a stock of tickets or use them as gifts. Consequently, they may be redeemed over a longer period of time.

Space saving, highperformance ticket printing Mr. Wash has installed a total of 60 MP Compact4 printers from Datamax-O’Neil in its branches. The complete application for ticket printing and controlling the printers was implemented in a Linux environment by the in-house IT division at Mr. Wash. The company received extensive support from AISCI Ident, the AutoID specialists, during this process.

“We are delighted to have found AISCI

Ident, a partner who was not only able to supply the complete printing solution but also provide full service support.

AISCI Ident and Datamax-O’Neil are two highly experienced partners who have proven themselves capable of dealing with our very unusual equipment requirements and supplied us with the optimum solution for the challenges we face,” says Henning Zimmermann.

The development division at Mr. Wash has also built a space-saving, madeto-measure frame that allows the MP Compact4 to be mounted under the counters at Mr. Wash. A rail construction allows the entire printer unit to be pulled out, the empty ticket box removed and replaced by a new box of 500 tickets.

The ticket box has additional mounting to ensure that it is correctly positioned at all times. The technology specialists from Datamax-O’Neil, AISCI Ident and Mr. Wash are currently working on further ways to optimize the printing system at Mr. Wash. At the moment, the printers are still connected via USB to a PC, which is responsible for data communication and controlling. In order to save space and improve the administration and performance of the printer solution still further, the aim is to connect the system via Ethernet in the near future.

Summary The new printing solution from DatamaxO’Neil and AISCI Ident enables Mr. Wash employees to provide even better service to their customers. The innovative system not only allows tickets to be produced more quickly, it also makes them safe and secure against attempts of forgery – an important economic advantage for the company. This modern solution has been operating successfully and extremely reliable since its launch at the beginning of 2013. Not a single equipment failure has been registered to date. The solution can also be adapted flexibly and expanded to meet future challenges and requirements.

Innovation >> the patented turbo-sweeping system The patented Haaga turbo-sweeping system was awarded the gold medal and the president‘s prize of honour at the 2009 Inventor Show in Strasburg. Haaga is the only producer of sweeping machines that has ever been awarded such a commendation.

the sleek sweepers with the unique disc brush system The one-of-a-kind Disc Brush System from Haaga

Twice the sweeping capacity with Haaga’s Turbo Sweeping System

Very Low Dust thanks to an intelligent airflow. 4 Year Guarantee on the brushes

Haaga >> only good things are copied: Even our Chinese competitors appreciate Haaga‘s high quality. For this they have been awarded the Plagiarius prize

MI Petro and MPI (403) 266-5558 fwight@shaw.ca www.mipetro.com

OPW Nozzles Won’t Leave You Out in the Cold!

OPW ULC Listed Nozzles are Compatible to -54°C [-65°F] Tough, durable and reliable under the most extreme cold weather conditions. OPW cold weather nozzles including the OPW 11A®, 11B®, 7H™, and 7HB™ are ULC listed, compatible to -54°C (-65°F).

For additional information on OPW ULC listed nozzles, please visit: www.opwglobal.com

So when your application requires your equipment to perform in severe arctic type conditions, trust the nozzles found in more locations worldwide than any other brand—OPW… the brand that won’t leave you out in the cold.

www.opwglobal.com ®

Listing the Latest Advances in Fuel-Nozzle Technology DESIGN ENHANCEMENTS ADDRESS NEW FUELS, APPEARANCE, SAFETY AND COLD-WEATHER OPERATION

By Matt Lauber

THERE’S LITTLE DOUBT THAT THE “GOLDEN AGE” OF FUELING-NOZZLE DESIGN OCCURRED IN THE 1940S AND 1950S. IT WAS IN THAT PERIOD WHEN A SERIES OF ENGINEERS, INCLUDING LEONARD H. DUERR OF OPW FUELING COMPONENTS, BEGAN PLAYING A GAME OF “CAN YOU TOP THIS” IN REGARD TO FUEL-NOZZLE DEVELOPMENT. THE RESULT WAS THE DEVELOPMENT AND INTRODUCTION OF THE “AUTOMATIC FILLING NOZZLE,” WHICH REMAINS THE FOUNDATION FOR FUEL-NOZZLE OPERATION TO THIS DAY.

CONVENIENCE & CARWASH CANADA

37

THOUGH THE LANDMARK DEVELOPMENT IN FUEL-NOZZLE OPERATION OCCURRED MORE THAN 60 YEARS AGO, THAT DOESN’T MEAN THAT A SERIES OF MORE SUBTLE EVOLUTIONARY CHANGES HAVEN’T CONTINUED TO TAKE PLACE IN RECENT YEARS. HERE’S A QUICK LOOK AT SOME OF THE HIGHLIGHTS:

ALTERNATIVES FOR ALTERNATIVE FUELS

One of the biggest challenges for nozzle designers in the modern age is creating equipment that is compatible with the numerous alternative fuels that are now coming into the market, such as Ethanol in its E15 and E85 concentrations, and biodiesel. Specifically, testing must be done to ensure that the nozzle’s metal, seal, rubber and plating components are compatible with alternative fuels.

For example, when talking about Ethanol and E85, traditional nozzle metals like zinc, brass, lead and aluminum are not compatible, while stainless steel, unplated steel and bronze do perform well with the fuel. Popular non-metallic materials like natural rubber, polyurethane and polyvinyl chloride (PVC) degrade when they come in contact with Ethanol blends, but neoprene rubber, Viton®, PTFE (Teflon®) and Buna-N are compatible.

Identifying compatible materials of construction is just one piece of the equation, though. Once those materials are found, the question of cost enters the conversation. Meaning that the best combination of materially compatible components and cost must be found in order to keep the nozzle affordable for both the fueling-site operator and customer.

38 November | December 2014

ENHANCING THE CUSTOMER HANDSHAKE

With the prevalence of pay-at-the-pump technology, a growing number of fueling transactions are taking place solely at the fuel island, with no need for the customer to have any interaction with on-site personnel. That makes it imperative that the at-the-pump fueling experience be as pleasant and effective as possible. It also means that grabbing the fuel nozzle out of its holster is the “handshake” that the customer has with the site operator.

That handshake is a lot less palatable if the nozzle is dirty or appears to be damaged. While standard nozzles haven’t changed in appearance much in at least 30 years, there are ways to make them appear fresh and new. Many nozzle manufacturers now offer Hand Insulators and Splash Guards to enhance the customer experience. These colorful rubber components improve the feel and durability of the nozzle, and won’t deform or crack in cold weather, all while providing a more pleasant fuel-dispensing experience.

Hand insulators and splash guards are available in a wide array of colors, which makes it easy to create color schemes that coincide with the fueling site’s brand-image program. Soiled insulators are also easy to replace without the need to remove the nozzle from the fueling hose.

SAFETY FIRST

Providing a safe fueling experience is the overriding concern for fuel-site operators. Fuel spills that result from nozzles that don’t halt product flow when required can lead to a potentially dangerous situation – and a customer that likely won’t return to that fueling location.

To help ensure that accidental releases of fuel in the forecourt do not occur, OPW, for example, has developed Accu-

Stop® flow-control technology. Specifically, the Accu-Stop nozzle will shut off if it were to tip above horizontal (as would occur if the nozzle were to fall out of the vehicle). If the nozzle is flowing when it comes out of the fill pipe, it will automatically shut off, thereby preventing a large amount of fuel from being spilled, which eliminates potential personal, economic and environmental hazards.

WEATHERING THE WEATHER

The winter of 2013-14 was an historic one in both its endurance and several prolonged spells of extremely cold temperatures. The temperatures reached such extremes, especially in the northern United States and throughout Canada, that there were many instances that nozzles rated for use to -40ºF (-40ºC) were actually asked to perform in those conditions.

Much like fuels will have different performance characteristics at such extremes, so will the nozzles that are used to dispense them. To help guarantee nozzle performance in even the coldest of conditions, OPW, for example, has developed a line of Extreme Cold Weather nozzles, which is rated for performance in temperatures as low as -65ºF (-54ºC).

DETERMINING REPLACEABILITY

Many nozzle brands now feature a “Replace By” date on their handles. It’s a fact of life: nozzles are a mechanical device with various moving components, meaning that they will eventually break down or wear out and need to be replaced. It is impossible to come up with a specific date when a nozzle needs to be replaced since so many variables are involved in its usage, things from the number of pumping cycles experienced to the amount of overall abuse it takes during fueling operations. It goes without saying that nozzles at stations that pump 100,000 gallons of fuel per

month are in danger of wearing out before one that pumps only 10,000 gallons per month.

Therefore, the “Replace By” date should be treated as a type of checks and balances for the site operator. If the nozzle has been in the field for a number of years, it needs to be inspected to make sure it is still working properly and safely. It may still be operating perfectly, but the inspection will help to reinforce the fact that is doesn’t need to be replaced.

Got Change?

Tuesday and Thursday

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to include Federal Legislative Issues Obamacare Update Handheld Technology Industry Update Estate Planning and more!!!

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While the landmark technological advancements in nozzle design and operation took place more than six decades ago, the evolution of nozzle technology continues, though in much more subtle ways. That being said, the fuel nozzle still remains the ultimate handshake with the customer and all advancements in its operation are just another way of ensuring that that handshake continues to signify a safe, reliable and pleasing fueling experience.

Educational Seminars

WPMA KEYNOTE SPEAKER

hrough

Comedian/actor/impressionist

Frank Caliendo

Wednesday, February 18

Wednesday, February 18, Ladies’ Luncheon

Hats Off to the Women of WPMA!

ABOUT THE AUTHOR: Matt Lauber is a Product Manager for OPW, based in Cincinnati, OH, USA. He can be reached at matt.lauber@opwglobal. com or (513) 870-3307.

Create and bring a vibrant original head piece, don an old hat with a good story, or borrow from our wide array of lovely lids during our social. Join WPMA’s first lady Sue Poulton and her special guests Lara Poulton and Danni Schneidt-Hill for a light-hearted lunch, while exploring the history and the celebration of all the “hats we wear.” As it may be “picture perfect,” it is also a nice way to be recognized for the many things you do. Come join the FUN!

at the Las Vegas, Nevada, USA

Go to www.wpma.com/national-convention to register online or call (888) 252-5550 for information

CCCMag15 NovDec Isld101514.indd 1

10/15/14 1:03 PM

CONVENIENCE & CARWASH CANADA

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Four Underlying Reasons Why Car Washes May Be Underperforming Today.

Fundamental Question: Why are car washes at retail petroleum sites not washing more cars and generating higher revenues?

1 2

These washes are not seen as true “retail” businesses.

No consistent, comprehensive or dedicated marketing plan.

3

Some petroleum customers may not believe that an in-bay car wash (whether touch-free or friction) provides “good value,” or acceptable wash quality.

4

No one completely and effectively bridges the hidden but deadly “knowing-doing” gap. While many car washes at retail petroleum sites are underperforming, rarely does anyone ever ”take ownership” or do anything constructive, to correct this chronic, life-threatening problem.

40 November | December 2014

P.D. Mclaren Limited 90th Anniversary Celebration Barbeque on July 3, 2014

By Mike Perry

Maximize Your Carwash Revenue WHO ARE YOUR CUSTOMERS? When I greet an operator for the first time, I always ask two introductory questions.

“What do you know now about the car wash industry, that you wished you had known before?”

Their answers tell me what challenges they faced to get to where they are now.

“Not counting yourself, who specifically takes complete ownership for your car wash revenues now?”

Responses to this revealing question, frequently provide a quick insight into how successful each operator will be in the future.

Very often, their initial remarks to the second question speak volumes about the financial performance of their washes.

Also, it is here, if only momentarily, that many operators will break eye contact.

Most have been extremely diligent in selecting a premier car wash site, and in negotiating a proven equipment package from a reliable supplier.

Yet their efforts to market their washes effectively have been inconsistent, and most would agree, their success in building a durable customer base has been less than stellar.

Curiously, many know this costly shortcoming is a chronic and potentially fatal weakness in their business. Yet they seem strangely unaware, unable or even unwilling to take corrective action.

Do not fall into this dubious category of “gloom and doomed” operators. Instead, begin today, to market your wash smartly and relentlessly.

Make it a daily priority to build a stronger relationship with your customers.

A very easy, first step to initiate this necessary task is to study the two dozen or so reasons why your customers may visit your wash. (To facilitate your learning process, see the helpful Sidebar: “Are These Your Customers?”)

Rarely will a well-informed operator, once he better understands the specific buying habits and patterns of his best customers, suffer a dramatic erosion in his customer base.

CAPTURE MORE REVENUE FROM EACH CAR

I recently paid $14 for an $8 hair cut.

Truth be told, it was an easy and painless decision for me to make. A skilled stylist/cashier greeted me with a smile, and stated confidently, “our special promotion in July is a half-priced hot towel facial for all our customers.”

“Sounds refreshing,” I said. “Count me in.”

“For our best customers, Mr. Perry, we also include a shampoo for only $2.”

“Great, that works,” I answered.

“This month, our store is sponsoring a charity with this group. Did you want to make a small contribution to this worthy cause?”

Who could say no?

In a short span of less than 20 seconds, a motivated and extremely well-trained attendant easily and seamlessly added $6 to an $8 ticket.

Yet I can count on one hand the number of times in the 20 years I have been in the car wash

CARWASH SALES AND MARKETING BE SMART, CREATIVE, RELENTLESS AND COMPLETE. WITH A BETTERDEFINED AND MORE PRECISE TARGET, YOU WILL DISCOVER THAT RIGHT NOW IS A PERFECT TIME TO INCREASE YOUR WASH COUNTS AND REVENUES. business, when I have been asked in a c-store to buy an $8 wash!

Does that depressing statement strike a nerve?

Experienced operators all know how devastating fickle weather conditions can be to weekly and monthly sales.

What we don’t know, however, is how much precious revenue is lost each day due to poorly prepared and coached employees.

We can do nothing to change the uncooperative weather patterns.

But operators who aspire to be “best in class” can surely earn higher revenues (and gain better customer satisfaction) by consistently obtaining greater engagement and “buy in” at the point of sale by a superbly-trained team.

Make this game-changing task a huge priority too!

IMMEDIATE ACTION STEPS

1. Complete the Carwash Marketing Report Card.

You may want to ask your best employees and your most trusted supplier to complete this report card on your marketing prowess as well.

2. Determine who on your staff has the ability and maturity to be assigned the complete responsibility of increasing your wash counts.

3. Pick one upgrade from your current menu, and practice or role-play with your cashiers and attendants to create a comfortable and easy-touse script which will prompt your customers to select an upgraded wash.

FOR HIGH ACHIEVERS ONLY: A MATH ASSIGNMENT

First, determine what your average monthly wash count has been for the past 90 days, and then calculate during that same period, what your exact revenue per car is.

Then imagine what would it mean to you and your business, if you could increase your wash counts by 20% over the next four months, and simultaneously increase your revenue per car by 10%?

You might be pleasantly surprised. Starting a spirited “20 and 10” campaign in 2015 could easily rocket your wash to the next level!

A noted industry consultant, Mike Perry has more than 30 years of retail marketing experience. He can be reached at mpccws5@aol.com .

CONVENIENCE & CARWASH CANADA

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Award Winning Premiere magazine published for the convenience store, petroleum and carwash industries.

Reach Diverse New Markets.

Advertise Today!

Free Subscriptions! go online to subscribe visit: www.convenienceandcarwash.com To register your company to be listed in our NEW REAL-TIME Resource Directory and the NEW REAL-TIME Carwash Buyers Guide.

For advertising information contact Cody Johnstone at 416-838-4674 or email: codyj@convenienceandcarwash.com

42 November | December 2014

WHAT’S NEW MaxLite® launches LED PL Retrofit Lamps as energy-efficient CFL replacements MaxLite® launches five and seven watt LED PL Retrofit Lamps with GU24, GX23 and G24q pin base options, the latest additions to the MaxLED® brand of energy-efficient lamps and lighting fixtures.

The new LED PL lamps easily retrofit a variety of commercial fixtures, including recessed cans, sconces, and ceiling fixtures commonly used to light retail stores, hotels and apartment buildings. The five and seven watt LEDs replace 13 and 18 watt compact fluorescents lamps (CFLs), respectively. Constructed with a lamp holder that rotates 270 degrees, the LED PL Retrofits feature a simple ballast bypass to ensure maintenance-free, energy-saving operation and higher performance.

The LED PL Retrofit lamps deliver a color-rendering index (CRI) that is greater than 82, with uniform consistency, and a long, 50,000-hour life, which is five times longer than standard CFLs. The LEDs deliver an output ranging from 450 to 750 lumens, with an efficacy of up to 110 lumens per watt. Models are available in correlated color temperatures (CCTs) ranging from 2700K to 5,000K. View the product page at: www.maxlite.com/products/led-pl-retrofit-lamp MaxLite introduces LED Vapor Tight Linear Fixtures for Harsh Environments

Environmentally-Friendly Package for Happy Water North America’s only fully integrated healthy beverage company, announces that it’s Neurogenesis® Happy Water® brand is now available in a new, innovative, environmentallyfriendly package: the 5 liter and 10 liter WaterBox™.

With 85% less plastic than conventional bottled water, the HappyWater® WaterBox™ not only dramatically reduces the environmental footprint of water packaging, but also improves the very way consumers can integrate premium, naturally functional water into their everyday lives: HappyWater® is a perfectly alkaline, unique blend of spring and mineral waters, which provide a rare combination of minerals necessary for proper health and revitalization: According to Leading Brands Chairman & CEO Ralph McRae, “The HappyWater® WaterBox™ not only uses dramatically less plastic and overall packaging per liter, it is completely recyclable and returnable to Extended Producer Responsibility (EPR) programs. It provides a much more sensible alternative to bulky, BPA-laden 5 gallon water jugs, saves considerably on the hidden costs of water coolers and provides infinitely greater flexibility.”

Check out Neurogenesis® HappyWater® at www.

LiveHappyWater.com

For advertising information in Convenience & Carwash Canada magazine contact: Cody Johnstone at 416-838-4674 or email codyj@convenienceandcarwash.com

MaxLite provides the IP66-rated fixtures for use in car wash operations, airports, tunnels, maintenance areas, parking garages and stairwells. The dimmable fixtures can meet California Title 24 requirements and are available for purchase with rebates of up to $.50 per kilowatt-hour from select utilities.

Available as a simplified lineup of eight basic models, the fixtures are offered in two and four foot sizes and 30 and 50 watts. Designed as a replacement for fluorescent strip lighting, the LED Vapor The LED Vapor Tights’ innovative, thermal and lumen-balanced light engines are engineered with low drive rates to allow cooler operating temperatures. The cooler LEDs perform longer and work more efficiently than harder-driven LEDs, ultimately resulting in greater energy savings, longer lifetime and higher quality of light.

For complete details, view the product page at : www.maxlite.com/products/led-vapor-tight-linearfixtures.

CONVENIENCE & CARWASH CANADA

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WHAT’S NEW Wayne Fueling Systems Cloud Solutions at NACS Show 2014 Wayne Cloud Solutions is a suite of forecourt technologies and services that operate with the Wayne Fusion™ forecourt system to direct data into cloud-hosted servers. These cloud-based services benefit the fuel retailer by simplifying payment compliance (PCI, EMV®), providing integration with mobile payment and loyalty systems, enhancing the customer experience with media content delivery, and improving operational efficiencies with new point-of-sale systems and remote management and diagnostics.

Wayne’s cloud-based electronic payment system (EPS) is the first to use the Intel Services ‘Platform for Retail’ software. This will help site operators quickly implement EMV and rapidly deploy software changes, reducing site downtime and delivering secure payment solutions.

Wayne’s mobile and loyalty gateway solutions allow fuel retailers to accept a variety of mobile payment and loyalty programs, respond quickly to new payment technologies, and deploy new mobile programs virtually instantaneously. And using GSTV’s high-quality programming and promotions helps to improve the customer experience and increase forecourt-to-C-store conversions.

In addition, Wayne site operators can access the latest point-of-sale (POS) systems from Wincor Nixdorf with advanced functionality such as backoffice, head-office, QSR, and coffee shop capabilities. This system allows complete integration from dispenser to back office in one solution. Monitoring and reporting of fuel retail sites are made easier with Wayne’s remote management and diagnostics solution. This cloud-based service helps provide visibility to network-wide analytics that can help reduce operational expenses, and increase uptime and availability.

For more information visit www.wayne.com,

SONNY’S The CarWash Factory Reveals the 2015 CarWash College Schedule SONNY’S The CarWash Factory has posted their 2015 CarWash College training schedule. These courses give carwash operators important information highlighting areas such as Management, Maintenance and Repair. For those interested in entering the carwash industry, we have a quarterly one-day New Investor Seminar to educate you on the process. You will also learn the keys to set yourself up for success. In order to meet the increasing demand, we’ve added 33 per cent more classes for 2015.

These comprehensive training programs are designed to be non-brand specific and 95% of what a student learns during training is transferable to any type of conveyor carwash. In fact, over 30 per cent of the students who have attended CarWash College own an equipment brand other than what they were trained on. Connected to the campus classroom is the state-of-the-art equipment laboratory containing equipment typically found at a carwash.

“Since its inception, SONNY’S The CarWash Factory has had 2,350 CarWash College graduates. I have had the opportunity to meet some really amazing people and form long term relationships during the past eight years,” states Robert Andre, President of CarWash College.

To view the 2015 CarWash College Course Schedule, visit Sonny’s CarWash College.

PDQ Introduces Access® PayGlow Illuminated Payment System Available as a component with new orders from the factory or as a retrofit kit installed in the field, PayGlow is a colorful lighting system for PDQ’s Access® Entry Stations.

The PayGlow system includes a series of bright LED light bars, customizable software that allows car wash operators to personalize their Access entry stations, and a translucent Access shroud and sign-topper. This will make it a glowing beacon outside of the wash bay and an effective way to draw attention to the wash site.

The PayGlow system can be programmed to illuminate the entry to the wash day or night through the use of a steady color scheme or multiple combinations of flashing light patterns. Additionally, unique wash promotions can be tied into the color of the entry station’s glow, which will draw customers. The color combinations can be customized to tie into local sports teams or create holiday color patterns.

For more information about PDQ Manufacturing and the new Access® PayGlow Illuminated Payment System, please visit www.pdqinc.com.

LSI Industries Shows Leadership Position at NACS LSI Industries Inc., demonstrated its market position with a broad array of exciting LED lighting, controls and graphics products at this years NACS trade show and PEI Convention in Las Vegas.

Key highlights include: LSI’s Innovative Legacy™ LED Canopy Lighting – high performance; low cost; attractive design; and flexibility in light distribution options for new construction and retrofit applications. The Legacy represents true LED innovation in canopy lighting and provides the most cost-effective, high-performance solution to canopy lighting available in the marketplace.”

44 November | December 2014

LSI LED Outdoor & Indoor Lighting Solutions – packed with performance, value and aesthetics, an extensive offering of fixtures designed to deliver excellent lighting for exterior and interior applications LSI Controls – three smart control platforms which allow you to define and control your lighting systems while significantly reducing your energy and maintenance costs LSI Digital Signage – exciting integrated engagement technology to guide, engage and connect to your customers.

Brownie Brittle™ Snacks: Newly Designed Packaging, Same Award-Winning Taste

Brownie Brittle™, one of the nation’s fastest growing snack food companies, has just launched newly designed packaging, sure to win the hearts of its loyal fans. The art deco-inspired designs are classy and eyecatching, and are generating much positive feedback from retailers and consumers alike. Brownie Brittle’s new packaging is now available anywhere Brownie Brittle is sold and online at www.browniebrittle.com “We haven’t had a refresh since Brownie Brittle launched in 2011, so these sleek and sophisticated designs elevate our product image, and make it easy for customers to select their favorite flavor at a glance,” said Brownie Brittle founder, Sheila G. Mains, known in the food industry as “Sheila G.” “After 10 months of planning and input from our 292,000 Facebook fans, we have a design that is fresh, modern and allows our bag to jump off the shelves to our customers, “ continues Sheila G. The new design provides a brand platform for Sheila G to introduce new flavor and product innovations. The uniqueness of our new design will help consumers easily identify Sheila G products and flavors.

The new packages also deliver five ounces of Brownie Brittle—one more mouth-watering serving for all to enjoy. And with only 120 calories per 1-oz. serving, fans everywhere are enjoying Brownie Brittle’s nearly guiltfree chocolaty goodness. Brownie Brittle’s five-ounce size is available in Chocolate Chip, Toffee Crunch, Salted Caramel and Mint Chocolate Chip flavors at major retailers nationwide.

Brownie Brittle, in its new packaging, is also available in 1-oz. and 2-oz. snack sizes in three flavors: Chocolate Chip, Toffee Crunch and Salted Caramel.

Sheila G noted, “Many of our loyal fans requested snack-pack sizes and we are excited to make them available.”

“It’s really been a labor of love,” said Sheila G. “The feedback we’ve received from consumers and retailers has reaffirmed that our decision to refresh our look was the right one.”

Brownie Brittle, LLC has received many accolades from industry publications and associations, including recognition by the National Confectioners Association as “Best New Snack,” and as “one of the fastest growing companies in Florida” from the Business Journal. Brownie Brittle is made with natural ingredients, certified kosher, and peanut free.

“We’re excited to be launching our new packaging,” said Sheila G, “while still offering that same crisp brownie taste our fans have grown to love.”

About Brownie Brittle™ Snacks: Brownie Brittle, LLC, headquartered in West Palm Beach, Florida, has been baking and selling innovative brownie products to restaurants, club stores and world-class theme parks since 1992. Brownie Brittle snacks, the company’s flagship product, are available in Chocolate Chip, Toffee Crunch, Mint Chocolate Chip, and Salted Caramel. Brownie Brittle snacks are sold in tens of thousands of stores in the US, Canada, Mexico, Korea, Japan, Australia, and the Caribbean. More information is available online at www.browniebrittle.com, as well as on Facebook, Twitter, Pinterest, and Instagram, and by calling 1-800-BROWNIE. Brownie Brittle ™ Snacks Media Contact: Susie Timm – Girl Meets Fork Marketing & Media / Owner/Head Cheese 480-200-2766 / www.girlmeetsfork.com / Twitter @susietimm

Fuel Retailers Embrace Gilbarco Veeder-Root and Linq3 Lottery Innovation

A growing number of Missouri retailers, including 20 store chain Rapid Roberts, are adopting Play At The Pump, Gilbarco Veeder-Root and partner Linq3’s technology solution that offers the opportunity to buy lottery tickets directly from the gas pump. Play At The Pump is a simple software upgrade to Gilbarco’s Passport point of sale and offers Passport retailers a new way to increase lottery sales and engage consumers.

The Play At The Pump application allows consumers to play Mega Millions, Powerball, and a state jackpot game via the dispenser with a payment card, then have winnings of up to $599 deposited directly back onto the card. Lottery players can have their numbers texted directly to their mobile phone, making it easier to keep track of lottery tickets and get alerts when they have won a prize. There are no payment card fees on the lottery portion for retailers as Linq3 covers that expense. As part of the service, Linq3 interfaces with the various lottery operators while Gilbarco develops the point of sale software and integrates the technology into the forecourt.

Play At The Pump has shown positive results for retailers who now have a new source of revenue from casual lottery players, who do not normally go inside the store.

The field-tested solution increases indoor lottery sales by 4-5% due to advertising the jackpot levels, and encourages repeat business through an intuitive consumer experience.

For more information please visit www.playatthepump.com“

Ad Index Airlift Doors........................................................... 29 Bulloch Technologies Inc..................................... 32 Canadian Trade House........................................ 14 Convenience & Carwash Canada...................... 42 CoreMark Int’l................................................. 13, 19 Direct Cash.......................................................OBC Gourmet Chips................................................... IBC Havana House.....................................................IFC Innovative Control Systems................................. 30 Istobal USA........................................................... 24 Lustra Professional Car Care Products............... 26 McCowan Manufacturing...................................... 7 MI Petro / MacIntosh Petroleum ....................... 35 NEF - Nat’l Envir Fiberglass................................ 33 OPW Fueling Components................................ 36 PEI.......................................................................... 10 Scholtens............................................................... 18 Solo Protein.......................................................... 17 WCSA ..................................................................... 6 WPMA................................................................... 39

CONVENIENCE & CARWASH CANADA

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WHAT’S NEW Making a Difference in People’s Lives “We can truly make a difference in people’s lives,” said Kwik Trip Vice President of Operations Support Steve Loehr in accepting the gavel as the 2014-15 NACS Chairman of the Board during the 2014 NACS Show Closing General Session.

For Kwik Trip, making a difference means focusing on three areas: food, fuels and people. And in all three areas, Kwik Trip has exceptional stories to tell.

But Kwik Trip does more than sell produce. It offers healthy options in stores and even partnered with a local hospital to create a series of smart choice meal options at its stores. Today, Kwik Trip has its own program, and it includes offering free fruit to co-workers every day.

Kwik Trip undertook these programs because they believed that these were the right things to do. They didn’t seek publicity, but others noticed, including the Partnership for a Healthier America (PHA).

“They told us that convenience retailers can play a big role in the national effort to make the healthy choice the easy choice for busy parents and families. And we agreed,” said Loehr.

That all culminated earlier this year when Kwik Trip became the first convenience store chain to sign a commitment with the Partnership for a Healthier America.

Loehr encouraged retailers to work with groups like PHA to help make a difference in the communities that they serve.

“I want to stand before you next year at the NACS Show and announce that there are many more who have joined us. We can help not only shape our industry, but the perception of it,” said Loehr.

Kwik Trip also is a leader in looking at new fuels, selling compressed natural gas (CNG) at 30 locations, including its warehouse fueling center that has an astonishing 10 different fuels for sale.

“The model is simple: Focus on known demand and expand from there. We target fleets and others that already have CNG vehicles. That allows us to make sales work now, without waiting for a big shift in consumer sentiment. We also are CNG customers: Over half of our fleet is converted to LNG/CNG,” said Loehr.

“Pricing is much simpler with CNG,” Loehr added. “We don’t see wild wholesale price swings. In fact, since we first offered it nearly two years ago, we have changed the price just twice. Total. We probably could’ve painted the price on there.”

Of course, none of what Kwik Trip does with food and fuels could work without its people, and Loehr shared two powerful stories of coworkers helping customers during this past year’s frigid weather caused by the polar vortex.

“Those two examples summarize what we can mean to our customers. Our people do great things, and it makes a huge difference in our communities. Kindness is contagious,” said Loehr.

“We don’t just serve them; we make a difference in their lives. By giving back to our communities. By helping others when they need it. And by setting an example to others. It is the right thing to do. And it is what we do right,” he said.

46 November | December 2014

Coremark welcome Glenn Brillinger as VP of Sales for the Canadian Region.

Some of Glenn’s responsibilities will include implementing our Fresh & VCI strategies with all National Chains, as well as developing strategies to obtain market share and noncigarette growth to help achieve our Companies ‘Five Year Vision’ plan.

Originally from the small farming community of Listowel, Ontario, Glenn attended school at York University in Toronto. He was exposed to the convenience industry early in his career as a stock person for a large retail convenience store and continued his exposure with International News as a store coordinator, managing overall store operations.

Glenn has spent the last 15+ years with the Jim Pattison group and led sales teams of up to 45 regional sales professionals through some challenging years in the magazine business. He held a number of Senior Sales, Marketing and Distribution roles in both Canada and the United States.

Glenn has two wonderful boys, aged 7 and 5 who help him enjoy his hobbies which include travelling, adventure, sports, hiking and self-improvement courses. He also regularly donates a portion of his time to helping those in need in his community.

I am looking forward to Glenn’s contribution to our organization. Please join me in welcoming him to the Core-Mark team and supporting him in his role.

Regards, Eric Rolheiser President, Canada Core-Mark International, Inc. PECO Car Wash Systems, Auburn Hills, Michigan, is pleased to announce the appointment of Mike Jacques as Regional Sales Manager.

Mike will be working with clients and distributors for Eastern United States and Eastern Canada. In a statement from Gilbert Rietsch, Jr., President and CEO of PECO, he said “I join our management team in welcoming Mike. Anytime you can pick up a great role player like Mike with his experience you become better.” Mike has spent over 17 years in the industry with a major tunnel manufacturer specializing in contract negotiations, territory development and management.

Richard Browne Named Vice-President, Marketing at Patriot Capital Richard Browne has been named Vice-President, Marketing of Patriot Capital Corporation. Richard will report to Chris Santy, President of Patriot Capital.

Browne was most recently CMO with Chief Outsiders, a national interim marketing organization. Prior, he has held senior level sales and marketing positions with Gilbarco Veeder-Root, Stanley Works and Black & Decker. Richard serves on the Board of Advisors for Avtec Inc., a technology company based in South Carolina, and the Board of Directors for Industries of the Blind, Greensboro, USA. “We are excited to have Richard join our team. He brings a combination of strategic thinking, practical tactics and in-depth knowledge of the retail petroleum market that will help Patriot achieve it’s vision of enabling entrepreneurs to succeed” said Chris Santy. “His understanding of our customers equipment financing challenges will enable Patriot to continue to succeed as the industry’s largest source of capital for equipment financing and leasing.”

Browne received his MBA from Wake Forest University and his Bachelor of Commerce from Wilfrid Laurier University in Canada.

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