MAY | JUNE 2014
TimberFalls Store and Auto Spa takes convenience to new heights in a small Manitoba town
Back to School Healthy Snacking Grab N Go Brands Bridge QSR and C-store Leak Detection Regs make positive change
C-stores take on Canadaâ€™s obesity challenge New era for carwash with Ryko MacNeil merger Employee Engagement is more than just buzz words
WHY BUY BIGS? TO ORDER, contact National DSD email@example.com 1-877-577-5220
BIGGER SEEDS from the outermost part of the sunflower BETTER FLAVOUR, compliments of your favourite brands BEST QUALITY when it comes to seeds, bags and service
Contents PUBLISHER Brenda Jane Johnstone firstname.lastname@example.org
EDITOR Kelly Gray email@example.com SALES Cody Johnstone 416-838-4674 firstname.lastname@example.org
Grab ‘N Go for it! There’s no place like the C-store for on-the-go meal solutions
Brenda Johnstone 204-489-5215 email@example.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 Angela Altass Barbara J. Bowes Jennifer Dawn Kelly Gray Andrew Klukas Jillian Mitchell Peter Sutherland CIRCULATION James Gordon firstname.lastname@example.org
WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8
Cover photograph by Brenda Johnstone
FEATURES 05 Speaking Out The WCSA’s Andrew Klukas discusses industry actions on obesity. 07 Grab N Go For It Canada’s C-stores continue to grow the quick food solution for time weary consumers 11 Healthy Sales A demand for more healthful fare has pushed convenience retailers to expand selection 15 Employee Engagement More than just a buzzword 18 Change on the Menu Legislators are looking hard at in-store nutrition 21 Back to School Are you ready? 25 Ryko-MacNeil Recent merger creates a new era in carwash 27 WashTalk Steinbach Manitoba operator TimberFalls Store and Auto Spa demonstrates leading edge practices that have made it a community focus 31 Korean Love Letter Toronto Playwright Ins Choi shows the Korean Canadian C-store experience on stages across the country 35 Four Proven Strategies to Up-sell Effectively 38 Building a Marketing Plan 41 Leak detection regs create a change for the better in Canada’s petroleum sector 46 Smoke Out Regulators are looking hard at tobacco products 47 Branded Foodservice Bridging QSR with C-store
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Hello and welcome to Spring, I hope.
May 14, 2014 NACDA Ontario Children’s Charity Golf Classic Eagle Nest Golf Club Maple, Ontario www.nacda.ca
This issue we’re offering you some new views on Customer Service, engaging your employees and marketing your store. With the coming summer now is a great time to try something new, how about adding new food offerings with a kiosk offering fresh made meals or adding in an aisle with healthy snacks that will encourage students as they head back to school to consider what they’re spending their money on. The Western Convenience Stores Association (WCSA) will be hosting their 5th annual golf tournament at Glen Eagles on July 3rd. If you haven’t already registered please email email@example.com and we’ll send you the details. Are you a member of the WCSA? If not, what’s stopping you? The WCSA is working diligently to expand its focus so that they can provide programs and services that more directly strengthen retailers’ market positions. The WCSA is a forward thinking association who will begin to offer you, the operator, the opportunity to work with them on the development a committee that will work toward regulations that support adoption of new, environmentally friendly car washing technology, and a new petroleum sub committee that will give all petroleum operators a greater say in legislative changes. All vendors in Western Canada are being invited to step up and join the WCSA to help develop new in-store initiatives that will further growth in the channels. It is through membership and support that the WCSA will continue to grow, continue to offer retailers better information and better access to government lobbying efforts. There are other associations across the country but there is no association that better understands the businesses in Western Canada and no other publication that works harder for retailers and vendors alike than the Western Convenience Stores Association and Convenience & Carwash Canada. We live here. We know you and we understand your challenges and we love to share in your successes. Convenience & Carwash Canada along with the Western Convenience Stores Association want all retailers and all vendors operating across the West to take a few minutes and talk to us, see what our plans are and what we will continue to offer you to help you grow your business. The cost of a WCSA membership is a great investment in you! And for the vendor community, if you want to participate in editorials that our readers ask for, if you want the best value for your dollar and you want to work with someone who knows the West; then we want to talk to you. Give us a call. Andrew Klukas President of the WCSA can be reached at 778-9604448 and I can be reached at 204-489-4215. Looking forward to speaking with you soon and, as always, your success is my business. My open door policy to your valuable feedback remains, and my commitment to your success is stronger than ever. If you have topics that you feel are worth talking about please send me an email or call me directly.
June 3 – 5, 2014 UNITI expo Stuttgart, Germany www.uniti-expo.com June 10 & 11, 2014 NACDA Maritime Children’s Charity Golf Classic Fox Creek Golf Club Dieppe, NB www.nacda.ca July 3, 2014 WCSA 5th annual Charity Golf Tournament Glen Eagle Golf & Country Club Cochrane, AB firstname.lastname@example.org email@example.com 204-489-4215 August 28, 2014 NACDA Quebec Children’s Charity Golf Classic Hillsdale Golf & Country Club Mirabel, QC www.nacda.ca
Brenda Jane Johnstone Publisher Convenience & Carwash would like to introduce you to our new advertiser. Ryko/MacNeil 24
4 May | June 2014
Last summer I was researching several US programs designed to make corner stores part of the solution to an epidemic of obesity. I was seeking inspiration for a program that would make it possible for Canadian convenience stores to participate meaningfully in such programs. I came across the work of the Bridge Youth & Family Services Society in Kelowna BC. We have since started a pilot project to promote healthier food choices.
WHY DOES THIS PROJECT MATTER TO THE INDUSTRY?
When industries don’t develop their own standards and live up to them, governments tend to legislate them. For example, until the Western Convenience Stores Association developed retailsafety.ca, governments were preparing to force convenience stores to install barriers to separate staff from the public during late night hours. Similarly if it weren’t for the industry’s commitment to age testing, convenience stores wouldn’t be allowed to sell tobacco. The next big issue on the horizon for the industry is obesity reduction. Already some health groups have been pressuring governments to require warning labels on cans of pop, to limit service sizes, or to apply a sugar tax to many products sold at C-stores. How can the C-store industry get in front of this issue and deliver the results governments are looking for in terms of public health? One way is to get involved with organizations such as The Bridge. Indeed, when I met with their staff it was immediately clear that they understand obesity as a very complex societal issue. They understood how C-stores need to be part of the solution and that we’re not the root of the problem of obesity. We saw great potential for a new partnership. The pilot project involving one store and ten families was launched on April 22 and will run for ten weeks. The project involves distribution of coupons to families that allow children to buy specific items in a store. “This project is the beginning of a conversation about health for individuals, families and communities,” says Project Coordinator Healthy Weights for Children, Michele Hucul. According to Hucul, the idea they want to promote is that health is everyone’s concern and responsibility. “This project will provide some starting points for discussion and next directions,” she says. Towards this end the Western Convenience Stores Association (WCSA) has had a nutritionist go through the products in the store and create a list of ‘better for you’ items. The signage around the store invites children to look for little green footprints that represent the healthier choices. It’s a very simple pilot project but the goal is to generate both questions and answers to support a second phase. Hucul notes that under the program dedicated debit cards are available for purchase for those who want to shop the store for green footprint items. These deliver freedom of choice with-in a controlled array of product selections. Under the program stores that are ‘green footprint’ participants use this as a marketing tool to encourage customers with a health focus to begin frequenting these stores. “Similar to the ‘smart dining’ movement underway, stores that support health may have more appeal to customers who share this value,” she says, adding that more weight conscious customers may make a quick pit stop for a snack or lunch if they know they can find a healthy choice in store. In partnership with the WCSA, the Bridge has re-branded their Healthy Together Children’s Health Program as the Healthy Together Convenience Store Program. The footprint concept is intended to resonate with both the concept of physical activity, allowing future synthesis with similar campaigns promoting obesity reduction through activity, and, more remotely, to resonate with the concept of ‘environmental footprint’ so this is a good fit with the broader vernacular of health, fitness and healthy living. The solution to obesity will require a response that includes participation and support from a broad spectrum of forces that influence people’s choices and behavior. The goal for phase 2 will be to start involving all parts of the industry—retailers, distributors and manufacturers. Our role as an industry association is to help tie all of the groups together and expedite the transition to healthier products and better consumer choices. It’s part of a long-term strategy that we hope governments will want to support once we start showing results. If we can positively influence people’s shopping habits at a young age, then when they are 30 or 40 they won’t be the facing the obesity-related illnesses that people today are facing at that age. And increasingly, governments will view the industry as part of the solution and not as part of the problem.
Society Partnership to Promote Healthy Choices by Andrew Klukas
Andrew Klukas is President of the Western Convenience Stores Association, an organization that speaks for 6,300 gas bar and C-store operators in the four western provinces. (we need to include and the Territories.
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For Information Contact: Canadian Trade House P: 403-237-8829 / F: 403-237-8830 1-800-829-4098 6 March | Aprilâ€ƒ2014
by Jillian Mitchell
Grab ‘N Go for it! THERE’S NO PLACE LIKE THE C-STORE FOR ON-THE-GO MEAL SOLUTIONS
Pizza and hotdogs and burritos – oh my! Yes, the food offerings at the neighbourhood convenience stores have come a long way since the nostalgic bag of chips and a pop of yesteryear. Seemingly with one click of the ruby slippers, C-stores rendered themselves a popular mealtime destination for multitasking consumers, particularly with regard to the prepared and pre-packaged food offerings. Industry veteran Mac’s Convenience Stores was quick to pick up on the full-meal-deal trend, long since offering readily
available eats like roller-grill hotdogs, pizza and taquitoes, all of which boast great sales within the chain. In recent years, Mac’s offerings have expanded to include open-air, refrigerated deli cases for cut fruit, vegetable trays, salads and fresh sandwiches, as well as a variety of ethnic-flavoured products. The reasoning for this expansion, says Sebastien Popieul, Mac’s director of Food Service for Western Canada, is the plentiful growth opportunity this program offers, if freshness and quality remain king.
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CORE-MARK IS TRENDING WITH QUICK-GRABS SUCH AS HOT STUFF FOODS™ PRE-PACKAGED PIZZAS, NATHAN’S FAMOUS™ HOT DOGS FOR THEIR ROLLER-GRILL PROGRAM, TONY ROMA’S™ RIB SANDWICHES, AND JIMMY DEAN™ BREAKFAST SANDWICHES. AS THE COMPANY REP REPORTS, SALES OF SNACK FOOD ITEMS ARE EXCEEDING OTHER FOOD CATEGORIES WITH A SAME STORE GROWTH OF OVER 15 PER CENT YEAR TO DATE
8 May | June 2014
“I am expecting hot, prepared products to continue growing in sales within the roller-grill segment,” says Popieul. “The trend shows that the program hot case or roller grill have exponential growth available, but the presentation and the customization with fresh add-on offerings is key for long term success.” Grab-n-Go (or GNG, as it’s known in industry) is a segment garnering much hype within the C-store foodservice programs, particularly over the last decade, says Karen Vicenzino, business manager, Canadian Trade House. “It’s all about grab and go,” says Vicenzino, citing that sales in the prepackaged and prepared foods category have increased in recent years. “We offer grab and go, hand-held items—calzones, pizzas, breakfast sandwiches, hand-held sandwiches.” For Canadian Trade House, it’s all about the food experience. Popular offerings include Hot Stuff Pizza™, made only with premium ingredients, and the Hot Stuff Foods™ line with products ranging from stuffed baguettes and gourmet sandwiches like hamburgers, cheeseburgers, and several rollergrill products such as the Wrap Dog (a pork and beef wiener enrobed in a sweet southern cornbread dough). The company also works closely with Thumbs Up Foods Inc. and Lloyd’s Jamaican Patties, manufacturers of ethnic style specialty foods, which speaks to the aforementioned trend cited by Popieul. Of course, convenience stores are always looking to improve the nutritional panel of product offerings. As Vicenzino confirms, even though the company is not feeling the pressure of this healthconscious movement, they are currently working on some new projects that offer healthier choices to stay abreast of the customer demand. For Core-Mark International Inc., the demand for healthier options is increasing on both sides of the border. “Core-Mark in the U.S. has a full-serviced Good Health To Go Smart Stock rack, where as in Canada this offering is in development stages,” says Chuck Arcand, corporate director of Canadian Marketing, Core-Mark International, Inc. “The fresh, healthier sandwiches, salads, and snack items is growing, but it is not seeing the same growth that the mainstream ‘better for you’ items are seeing.” Currently, Core-Mark is trending with quick-grabs such as Hot Stuff Foods™ pre-packaged pizzas, Nathan’s Famous™ Hot Dogs for their roller-grill program, Tony Roma’s™ Rib Sandwiches, and Jimmy Dean™ Breakfast Sandwiches. As the company rep reports, sales of snack food items are exceeding other food categories with a same store growth of over 15 per cent year to date, despite the frigid temperatures experienced in the first quarter. It’s a statistic that Arcand cites as dependent on quality. “It is very important for us to provide a level of quality that is far beyond what the perception of current convenience store products are,” he
HAVING WELL-KNOWN BRANDS AND FRESH PRODUCTS IN YOUR STORE THAT INCLUDE COFFEE, BAKED GOODS, BREAKFAST AND FRESH MADE QUALITY SANDWICHES WILL NOT ONLY HELP DRIVE SALES AND PROFITS TO CONVENIENCE BUSINESS, BUT WILL MAKE A LOCATION STAND OUT FROM THE COMPETITION
YOUR C-STORE EQUIPMENT SPECIALIST says. “There is a fine line between value and quality thresholds in the convenience channel. We are usually successful with items that don’t require utensils to enjoy, that are nationally branded and have a high degree of quality.” Though best known for their fresh ground coffee, Country Style leverages an expanded offering of fresh on-the-go products, many on the healthier side. Add to that, combining the Country Style and MR.SUB brands has invariably created a one-stop-shop where customers looking for morning Country Style coffee, baked goods (healthier options, available) and breakfast can also grab a custom-made MR.SUB sandwich for lunch later that day. “Having well-known brands and fresh products in your store that include coffee, baked goods, breakfast and fresh made quality sandwiches will not only help drive sales and profits to convenience business, but will make a location stand out from the competition,“ says Karen Weldman, vice-president of New Business Development, Country Style Express Brands. “Our introduction of MR.SUB as our fresh sandwich offer within the convenience channel has also been extremely well received.” It’s grab-n-go eats that the consumers want, and that’s indeed what they’ll get at the local C-store. Undoubtedly, these local eateries continually keep ‘em journeying down the (yellow brick) road for more.
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10 May | June 2014
by Kelly Gray
Healthy Sales AS CONSUMER DEMANDS CHANGES, C-STORES MUST BE THE FRONT EDGE WITH WINNING DATA AND SUPPORTS. HEALTHY SNACKING IS A SECTOR THAT DEMAND THIS ATTENTION Health and snacking are terms not often spoken in the same breath – especially when one is speaking about a convenience store. Traditionally, outlets offer high sugar, high fat items that may taste great, but do little for waistlines or blood sugar levels. Times are changing and trends show the public is seeking out new products and services that meet good-for-you needs like never before. A recent study by US-based Hartman Group shows more than half (53 per cent) of all eating occasions are snacking occasions with ‘health’ considered important 56 per cent of the time. More, ten percent of non-restaurant eating occasions are for immediate consumption. It is here that the opportunities exist with consumers four times more likely to hit a C-store for a quick snack they can eat right away. Helping to push this trend further are chains like 7/Eleven that have stepped up with healthy and fresh offerings that provide an alternative to what people may have considered standard C-store fare in the past. The Texas-based chain has launched a good-for-you program of trail mixes and healthy snack items to 90 per cent of US stores. Products will be featured prominently in bold displays close to the door to maximize opportunities. Customers
Clif Mojo Bars just launching in Canada this April.
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“TEN OR FIFTEEN YEARS AGO WE SAW THE SNACK SEGMENT BEGIN ITS CHANGE,” SAYS KIND BARS’ CANADIAN MARKETING DIRECTOR ALAN LAREMY. “WE SAW 76 PER CENT OF CONSUMERS CHANGE THEIR HABITS TOWARD FOODS THAT WERE MORE HEALTH LADEN. TODAY, 55 PER CENT OF CONSUMERS PICK UP A SNACK EVERY DAY”
12 May | June 2014
can look for things like dry roasted edamame, veggie chips and a range of trail mixes. This move mirrors the chain’s push toward more fresh foods and healthier menu items. For example they have recently introduced an Egg White Breakfast Sandwich, a lower sodium item that fits well on their healthier foods menu at just 180 calories. At Country Style and MR. SUB outlets across the country they too are looking at freshening the selections to capture more of the health dollar. “With respect to healthy snacking, we are very concerned about ensuring our customers have healthy options,” says Karen Weldman of MTY Group, master franchisor of both Country Style and MR SUB, both marquees that are partnering with C-stores. “In addition to our menu of freshly made breakfast sandwiches, Country Style has introduced a healthy breakfast sandwich option as well as new baked good options including a multi-grain mixed berry muffin and a flax honey and oat muffin, which provide customers with additional healthy alternatives. The MR.SUB sandwich program is definitely an offer where patrons can customize their sandwich to ensure it is a nutritious alternative to other QSRs where menus typically contain high fat contents. Whether they are utilizing whole wheat breads, proteins and our vast array of fresh vegetables, customers can easily satisfy their need for a nutritious alternative by opting for healthier sandwich options,” she says. According to Jack Scholtens, President Scholtens Inc, a Burlington-based leader in nuts, seeds, dried fruits and candies, the market for healthier snacks is growing thanks to innovation. “In the past what would have been considered bazaar mixes, i.e. chocolate and cheese, hot and sour, spicy and sweet is anything but bazaar. In fact, one of our best mixes under the Cottage Country Brand is ‘Sweet Heat Bar Mix’, a relatively new product,” he says. The demand for healthy options has definitely reshaped the C-store’s prod-
uct range with new product innovation, says Scott Kelemen, Old Dutch Foods’ National Director of Marketing. “Old Dutch Foods has reduced sodium substantially over the last three years and clearly identifies products that are gluten free, have natural flavours and colours and are free of MSG across major segments such as the Old Dutch Potato, Dutch Crunch Kettle Cooked Potato, and the Restaurante Tortilla Chip line-ups. We understand that snacking is for pleasure and that taste is still key with our consumers,” he says, noting that while many of his customers are picking up Multigrain, Baked, Low Sodium, Reduced Salt options, and even their Grand Prix winner the Northern Choice Chickpea Tortilla Chips, their mainstream offerings are still selling extremely well. With the rapid growth of the healthy snack market operators need to be well informed to make the best choices that make sense for their customers. This is the advice of Chuck Arcand, Corporate
Director of Canadian Marketing, CoreMark, Canada’s leader in distribution and store logistics. He reports that they bring a lot of number crunching to bear on products for each of their customers. “We track the sales of chains and independents and then boil this data down so it makes sense for each operator. This is important for expanding areas like good-for-you because operators do not want to leave money on the table. They want to take the best advantage of an opportunity. We show them how
HARDBITE CHIPS IS ANOTHER COMPANY THAT IS IMPRESSING ARCAND. A BC POTATO GROWER AND A WINNER ON CBC’S DRAGON’S DEN, HARDBITE CHIPS PRESIDENT PETE SCHOUTEN GOT INTO THE BUSINESS TO WOW PEOPLE WITH THE BEST. TODAY, THE COMPANY HAS A LINE THAT INCLUDES A NEW PARSNIP CHIP TO ADD TO ITS ALREADY SUCCESSFUL SEA SALT & PEPPER POTATO CHIP.
through business tools like planograms and by helping with merchandising such as our Smart Stock® program.” SmartStock® is a guaranteed, fullservice marketing program that offers qualified Core-Mark customers the key benefits of top category management, quality racks, and weekly in-store merchandising services. More, SmartStock®, provides retailers with the opportunity to increase sales at higher margins. SmartStock® merchandisers are assigned to each SmartStock® customer to merchandise their store on a weekly basis. These SmartStock® Specialists manage each shelf for each set, ordering, rotating, pricing and writing credits, thereby assisting the retailer in labor and merchandising efforts while driving store sales and profits. “In sweet and salty snacks we saw an opportunity with the movement of Kind Bars,” he says. “We added these to the planogram and saw they went well with other healthy snacks.” Arcand also sees good gains in meat snacks like Jerky products with-in the healthy snack sector. Products such as Tillamook Country Smoker offer no preservatives in many of their items as well as products that are free of gluten and MSG making them ideal for a section dedicated to healthier foods. Hardbite Chips is another company that is impressing Arcand. A BC potato grower and a winner on CBC’s Dragon’s Den, Hardbite Chips president Pete Schouten got into the business to wow people with the best. Today, the company has a line that includes a new parsnip chip (Eat Your Parsnips) to add to its already successful Sea Salt & Pepper potato chip. “The seed and nut sector is also growing quickly as people come into stores looking for natural foods. People are also on the hunt for low or no sodium, low or no sugar and the seed and nut sector is meeting this demand,” says Arcand, again cautioning operators to do their homework and pay attention to this fast moving healthy food trend. “Ten or fifteen years ago we saw the snack segment begin its change,” says Kind Bars’ Canadian Marketing Director Alan Laremy. “We saw 76 per cent of
consumers change their habits toward foods that were more health laden. Today, 55 per cent of consumers pick up a snack every day,” he says, noting that Kind Bars are popular with Millennials, those with birthdays from 1980 to 2000. “These people eat aspirationally and operators need to understand this vast customer group to take full advantage of the healthy snacks category.” Both Arcand and Laremy point out that C-store shoppers have changed over the years. Where once customers were largely young men (18 to 24 years old), women and other groups have now made C-stores their go to places for in and out shopping. Today, women now visit convenience stores as much as men but spend more time in store checking out the merchandise. Interestingly, women are now the largest purchasers of coffee and fountain beverages, both products that can be easily teamed with a collateral purchase of a snack item like a nutrition bar or a bagel. Consider the gains products such as Luna Bars has made in the last couple of years. Formulated with women’s nutritional needs in mind, Luna Bar is making waves with six flavours. Alongside Luna are nine flavours of Clif Bars and three flavours of Clif Mojo Bars (Mojo is just launching in Canada this April). In addition to these bars, Clif Bar & Company also offers Clif Builders, Clif Crunch and Clif Shot Bloks for those like marathon runners and extreme athletes who need a quick burst of glucose. Millennials have also taken their place as an important consumer segment. In Healthy Snacking. In fact one in every five household dollars is spent by or on a Millennial with C-stores capturing a significant share of their spend. According to the Hartman Group, Millennials’ shopping behaviors make them an ideal target for convenience stores because they are more impulsive that other generations, they seek immediate gratification and they like in and out shopping. By tailoring C-store offerings to the preferences of groups such as women and Millennials C-stores are better able to evolve their selections and meet the needs of the broader population that have spoken about their desire for better quality snacks.
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14 May | Juneâ€ƒ2014
by Barbara J Bowes
Employee Engagement is More than Just a Buzz Word! SO, JUST WHAT IS “EMPLOYEE ENGAGEMENT?” EMPLOYEE ENGAGEMENT MEANS THAT YOUR EMPLOYEES FEEL A PERSONAL, EMOTIONAL CONNECTION AND COMMITMENT TO YOUR ORGANIZATION AND YOUR BUSINESS GOALS.
Human resource professionals are famous for inventing new vocabulary, “buzzwords” so to speak. One of the more recent phrases to enter the market is the concept of “employee engagement”. I doubt this phrase is part of the everyday language of most small private owners, yet it is indeed a concept that can provide many benefits to your business. So, just what is “employee engagement?” Employee engagement means that your employees feel a personal, emotional connection and commitment to your organization and
your business goals. They genuinely care about their job. They don’t just work for a paycheck. They don’t just work for the hope of a new promotion. Engaged employees work because they are dedicated to the cause of your business. They are dedicated to being the best they can be in a supportive environment. Any visitor or customer can easily see if employee engagement exists in your business. They’ll see an employee quickly offer to help find a product. They’ll hear about the employee who offered to work overtime when a col-
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league needs to leave for a family emergency. The customer Plan for some fun – work with your employees to find ways will see the employee who picks up loose paper or trash off to have fun at work. This can be as simple as dressing up in the floor even though it is not his/her job. They’ll see the em- costume for key holidays, arranging a monthly soup day or ployee who displays a sense of purpose and initiative. They’ll holding a barbeque in your back parking lot. Create special learn that a change in process was the result of an employee customer service days and invite employees to think of fun suggestion for improvement. They’ll see how employees or goofy things to do that day. Think about allowing a staff flourish from their strong sense of personal accomplishment. person to engage in your community charity on work time and While some pessimists might think employee engagement then celebrate their accomplishment. is simply another tactic to get more out of their employee, Communicate, communicate, communicate – if you want this is definitely not the case. It is a strategy to help employ- your employees to be on board and fully engaged, you need to let them know what you are doing and ees use their strengths and creativity and where your company is going. However, to gain meaning from their work. However, MULTIPLE RESEARCH I do not suggest sharing all the trials and at the same time, there are indeed multiple STUDIES HAVE CLEARLY tribulations you might be experiencing as a benefits for the business owner. business owner. Employees look for security Multiple research studies have clearly SHOWN THAT EMPLOYEE and stability and your comments might upset shown that employee engagement results ENGAGEMENT RESULTS them. Instead focus on good news items in better customer relations, better cusIN BETTER CUSTOMER such as changes in products lines or new tomer satisfaction, reduced shrinkage, reRELATIONS, BETTER services you could offer. duced sick leave and work injuries, higher CUSTOMER SATISFACTION, Optimize training through online resources employee retention and better work per– one cost effective means of developing formance. Not only that, it’s been proven REDUCED SHRINKAGE, that employees will stay with a supportive REDUCED SICK LEAVE AND your staff is to utilize and optimize the online resources that are available today. employer even though they may receive a WORK INJURIES, HIGHER Corporations such as “Skillsoft” offer higher salary at another place of employEMPLOYEE RETENTION hundreds of online courses through a ment. Thus engagement also spells loyalty! AND BETTER WORK subscription process. These courses include According to Gallop, a US based pubPERFORMANCE. leadership development, customer service, lic opinion research company that conproject management, business operations, ducts annual surveys, companies with an management and professional effectiveness. engaged workforce have higher earnings At the same time, consider inviting other per share, outperform their competition and more effectively survive a recession. For instance, one small, non-competitive businesses to share in the cost of an study showed that work units in the top quartile in employee in-class training program. engagement outperformed bottom-quartile units by 10% on Show appreciation – believe me, a simple pat on the back customer ratings, 22% in profitability, and 21% in productivity. and a nice thank you for good work goes a long way to show I’m certain there isn’t one business owner who wouldn’t like employee appreciation. If you are having a team meeting, to see these type of success numbers, yet what can a small compliment the employee in front of his/her colleagues. business do to create the employee engagement that we all Invite stories of exceptional customer service from all your so desire? The following are time proven, simple and cost employees. If possible, adopt an employee of the month effective strategies that work well in small business environ- program and install an employee’s photograph front and centre where customers will see it. Use a bulletin board to ments. Ask for suggestions – you don’t need a formal “suggestion highlight employee accomplishments. Employee engagement isn’t about creating an expensive box”, you only need to invite employees to provide suggestions. Discuss with the employee how their suggestion program, rather it’s all creating a work culture that appreciates can improve the workplace, how their idea might be and supports workers, encourages employees to use their implemented and how they can be involved. This leadership strengths, and allows them to be creative. It’s about building approach creates a culture of cooperation and collaboration. quality relationships and a trusting and collaborative environOne of the most famous examples of an employee suggestion ment. Even more so it’s all about the employer going the extra is that of a hotel housekeeper. She suggested that making a mile in order to encourage employees to go that extra mile. fold on the toilet paper rather than replacing a new roll of And what’s the result? A win/win relationship, increased job paper could indicate to the customer that the room had been satisfaction and increased profitability for the business owner. refreshed. This has now been adopted by all hotels….imagine Source: How Employee Engagement Drives Growth, Susan the financial return on that idea! Promote from Within – while there may not be much up- Sorenson, June, 2013. ward career opportunities, when possible it is wise to promote from within. Involve your senior employees in the new employee recruitment process. Hire your new employees for Barbara J. Bowes, FCHRP, CMC, CCP, M.Ed., is president of front line work and arrange for your senior clerk to orient and Legacy Bowes Group. She is also an author, keynote speaker coach them on both processes and organizational culture. and radio host. Monitor this to ensure your customer service philosophy is She can be reached at firstname.lastname@example.org accurately described and implemented.
16 May | June 2014
Currently covering 13 subjects and soon to expand to 15, PEI recommended practices address the most important operational issues facing the fuel and fluid handling equipment and service industry. • Based on thorough research • Written by an appointed committee of industry experts • Undergo an extensive public comment period • Reviewed at least once every 5 years • Online testing offered for all titles RP100 Installation of Underground Liquid Storage Systems RP200 Installation of Aboveground Storage Systems for Motor Vehicle Fueling RP300 Installation and Testing of Vapor Recovery Systems at Vehicle Fueling Sites RP400 Testing Electrical Continuity of Fuel Dispensing Hanging Hardware RP500 Inspection and Maintenance of Motor Fuel Dispensing Equipment RP600 Overfill Prevention for Shop-Fabricated Aboveground Tanks RP700 Design and Maintenance of Fluid Distribution Systems at Vehicle Maintenance Facilities RP800 Installation of Bulk Storage Plants RP900 Inspection and Maintenance of UST Systems RP1000 Installation of Marina Fueling Systems RP1100 Storage and Dispensing of Diesel Exhaust Fluid (DEF) RP1200 Testing and Verification of Spill, Overfill, Leak Detection and Secondary Containment Equipment at UST Facilities RP1300 Design, Installation, Service, Repair and Maintenance of Aviation Fueling Systems
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RP1400 Design and Installation of Fueling Systems for Emergency Generators and Fuel Oil Supplied Burner Systems RP1500 Design, Installation, Operation and Maintenance of CNG Vehicle Fueling Facilities
by Kelly Gray
18 May | Juneâ€ƒ2014
Ontario legislators are set to make the 13 core nutrients. Supporting the program province the first jurisdiction in the are 17 of the county’s largest foodservice country where operators must display chains that have promised to roll out the incalorie counts and offer sodium warnings formation nationally in the form of posters, at locations where foods brochures and website additions as well as are made for immediate smart phone apps. consumption. Bill 59, The According to CRFA president Garth IN A MOVE TO Healthy Decisions for Whyte, Canadians want more than just a Eating Act, is in its latest calorie count. “They are interested in a vaLOWER THE incarnation following riety of nutrition information and they don’t PROVINCIAL PANT amendments last year believe that it belongs on a restaurant’s SIZES ONTARIO’S that upped the number menu or menu board.” Obviously, this mesof units an operator must sage can be taken over to C-stores where BILL 59 WILL ADD have before the act kicks roller grills, warming trays and sandwich COSTS AS WELL in. Currently moving bars represent another important foodserAS INFORMATION towards second reading vice channel. Here, operators would also in the legislature, Bill 59 be forced to offer calorie counts on menu TO CHAIN C-STORE would impact chains with boards. Reticence is coming from the cost FOOD MENUS. 20 locations and revenues to count calories on the menus and the of $5 million. Under the changes to graphics. As well, some operaterms of the tors are concerned about the law stores impact the information might would have to post calories have on purchase decisions. alongside pricing on the “This is really an opportumenu and offer information nity for stores, both large and to customers on sodium small, to stand out amid the amounts as well. competition,” says TorontoBehind the bill is a desire based marketing professional to reduce the level of obeHalley Smith. “Stores may sity in Canada. “Our rates have to look more closely at of childhood obesity are their foodservice offerings high and growing higher,” and then utilize the nutritionUNDER THE TERMS al information to merchandise says Ontario’s Health Minister Deb Matthews. “We OF THE LAW STORES to their customer base. Let simply must invest now in people know you have a 300 WOULD HAVE TO healthier kids so that we’ll calorie lentil burger or a masPOST CALORIES have a more sustainable sive 1500 calorie artery clogALONGSIDE PRICING ger and let them decide.” She health care system going ON THE MENU AND suggests operators should forward.” Ontario is presently shelling out some OFFER INFORMATION not fear the change; rather $4.5 billion in healthcare TO CUSTOMERS ON operators should embrace dollars to fight the probSODIUM AMOUNTS the opportunity to offer more lem. information about products. At issue is a question of “It all comes down to the bawhether the move will be sics of knowing your customeffective and how much ers and then delivering what the changes will cost business such as they want. If they want 1500-calorie burgOntario’s C-stores where chains will have ers, so be it. The challenge comes when to comply with new food menuing laws. they don’t want a 1500-calorie burger and At the forefront of the fight is the Canaits disguised as something like a ‘Lumberdian Restaurant and Foodservices Assojack Healthwich’ that confuses the customciation (CRFA) who have been lobbying er with mixed messaging. The result here hard for rightsizing of the regulations is often product and service dissatisfaction. and put them into context the public unThe Bill goes a long way to right sizing the derstands and wants. The CRFA points to menu message,” she says. BC’s recent initiative, Informed Dining, a voluntary program that meets that need by providing information on calories and
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20 May | June 2014
L O O H C S O T BACK
by Angela Altass
Will Your Store Be Ready When The School Bell Rings?
As students start to enjoy summer vacation, C-Store owners know that back-to-school is just a few months away. This makes now a perfect time to get ready to cash in on a new school year market. Statistics Canada reports that more than five million students were enrolled in public elementary and secondary schools in Canada last year. This population translates into cash at the till for savvy retailers who present the right offerings to time-constrained parents who are once again faced with the challenge of packing childrenâ€™s lunches on a daily basis. The older student can become an after school snack consumer as well as a lunchtime regular. According to James Russo, senior vice president of global consumer insights at Nielsen, the back to school season for retailers and marketers is all about knowing the customer. Indeed, Nielsen tells us that price, value and convenience are top influencers when it comes to consumers back to school shopping. The upshot is that the best opportunities lie for C-Stores located near schools, particularly high schools. And, to entice the hungry high school teenagers into the store, consider making use of social media networking sites.
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“Social media is a big part of their channel manager, General Mills. Students networking,” says Chuck Arcand, corpo- are busy and often on the run. To catch rate director of Canadian marketing with their attention, displays need to be easy Core-Mark. “If a store owner has a spe- to see and easy to pick from. Show them cial promo the following day, they could everything you offer. Let them choose while they are browsing, post it on a Facebook page she says. “Students may or tweet it out on Twitter to not ask for it and parents their followers.” may not know what you Stores need to have food offer, so show it off with a service counters ready and great display or rack. We waiting for the school bell have racking options to to ring, says Arcand, whose meet your volumes and company has a new all beef space requirements.” Nathan’s Famous branded With Statistics Canada hot dog program that will Wonder Breads ebe available in time for the launched earlier in 2014, data showing that household spending on cookies fall back-to-school season. bringing customers the and crackers up by 7.8 per “Older students are look- soft bread they know cent in 2012 over 2011, ing for protein snacks, such and love from years small snack items continue as jerky; meals, such as hot gone by. to hold a prominent place dogs; and snacks, such as nuts & seeds,” he says noting that alter- on the shopping lists of lunch-packing native beverage and branding is becom- parents who are constantly looking for both healthy and tasty options. ing more important to them.” Mrs. Fields Cookies is a good example It is important to have a good supply of product available for the back to school of small snack popularity. This soft cookie market, says Donna Delazzer, assistant was launched by Weston Bakeries in 2013
and David Ashkin, key account manager, Weston Bakeries Ltd. notes it continues to grow in distribution nationally. “C-stores should keep Mrs. Fields cookies fully in stock and displayed front of store–at the check out if possible, says Erin Roininen, key account manager, Weston Bakeries Ltd. “They are perfect impulse items when a sweet snack is needed and also convenient to add to a lunchbox.” General Mills has the midday meal in mind with their new offering; Nature Valley Lunch Box granola bars. Launching in June, along with Nature Valley Breakfast bars, they are sure to find their way into school lunches in September. “Granola bars, such as Nature Valley, are always popular with students during their lunch break,” says Delazzer. “Students love to eat! Granola bars are a great alternative to candy and students can eat them on the run. Nature Valley Lunch Box bars are peanut free, 20 per cent of your daily value of fibre, no artificial flavours or colours, 8 g of whole grains, low in sugar and have 2 g of protein.”
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“We can dispense up to eight flavours are key,” says Delazzer. “C-stores need and customers can customize it with up to to offer filling options, such as Pizza three flavours at a time,” he says. “We’ve Pops, for students.” been offering this product for about two Of course, the packed lunch stand-by years and today we have just over 100 continues to be the take along sandstores on the program. Even though ev- wich and Weston Bakeries knows the erything tells you that people are looking important role that bread plays in daily for more healthy choices, people still buy lunches. a lot of comfort food and soft serve ice “Wonder Breads are perfect for sandcream is a great example.” wiches,” says Roininen. “We Current market research re-launched our Wonder by Technomic shows that Breads earlier in 2014, bringslush lead 2013 sales in froing customers the soft bread zen dispensed beverage by they know and love from 72 per cent with a growth years gone by. We brought projection of 3.5 per cent back retro packaging and by 2015. As slush is a mastreamlined our product ofture category, many operafering.” tors are looking for innovaBread is a key back to tive new programs to help school item to have in stock, them stand out. According notes Ashkin. Weston Bakeries to Reeve Bunn, director of “With children back to launched Mrs. Field’s marketing & business deschool and school lunches soft cookie in 2013 velopment for DSL, their getting eaten again, we see Rainbow Slush flavour injecconsumers pick up more tion does bread,” says Ashkin. “Make just that. sure you have regular on shelf inventory “The Rainbow Slush of the key sellers: white, wheat and grain flavour injection allows breads.” C-stores to dramatically Roininen advices to keep breads in increase the number of easy to find locations within the store: slush flavours they can “With our variety of breads to suit a serve while minimizing wide array of consumer needs, making the equipment foot- sure consumers are aware they can buy print,” says Bunn. bread in your store is of utmost impor “There’s also a big tance, especially coming into the back move towards smooth- to school season.” ies,” he says. “Research Sending students off with a good firms have pegged it breakfast is important and Delazzer FROZEN IS HOT at about 13 per cent notes that the General Mills Cheerio One of the products growth. The key is to cereals are a popular pre-school-day attracting customers at have a healthy fruit based choice. Mac’s is a soft serve ice Market research by smoothie that still has the “Everyone loves Cheerios and they cream program where Technomic shows that slush lead 2013 sales right taste profile to fit are now available in a variety bowlpak flavours are injected. the young adult demo- mix that is a great single serve option,” “Back to school is a busy in frozen dispensed says Delazzer. “We also offer gluten time and we want to make beverage by 72 per cent graphic.” free Chex Mix in two flavours. With an sure that after school we with a growth projection increased demand for a gluten free diet, bring the younger popula- of 3.5 per cent by 2015. TRADITIONS this is a option.” tion, 13 – 20 year olds, into REMAIN STRONG As you look ahead to the fall season, the stores,” says Popieul. “Normally, this While C-store operators are seeing is when they are starting to have money impressive gains in frozen items, hot make sure to have in stock the right and will learn their habits for the future. foods remain strong for school lunches products to attract the back-to-school If the high school student is a Mac’s cus- or snacks. “The big trends are healthier, crowd, keeping young consumers comtomer, there’s a good chance that when fresher, higher quality, local and natural ing back for years to come. he’s working he will still be a Mac’s cus- ingredients,” says Bunn. “For a basic set tomer. So, we are not just looking at up, an operator could start with a small today, we are looking at the long term merchandiser and a small oven that lets future.” them be flexible and cook a fairly big The flavour-injected ice cream is a big menu out of one piece of equipment.” hit, says Popieul. “Pizza Pops and grab and go snacks And, as good as soft chewy cookies and granola bars might be, spicy offerings, such as Blair’s Death Rain Chips, are attracting adventurous teenage customers looking to compliment a sandwiches, subs, pizza or even salads. “This back to school season, we’ve got snack time covered with crazy hot products,” says Brenda Wilson, vice president, business development, Gourmet Chips & Sauces. “Blair’s Death Rain Chips have a harmonious blend of flavours and heat are popular with students who are looking to expand their culinary discoveries and look to hot and spicy food as a choice.” Consumers of all ages seek out value and choice to meet their lunchtime hunger pangs and Sabastien Popieul, director of food service, Western Canada, Mac’s Convenience knows that high school students are no exception. “For back to school, in overall promotions, we offer combos,” says Popieul. “We have some choices that are ideal for younger children whose parents are looking for something healthy and fast. We are also looking at the teenagers who don’t want to bring their lunch to school but still want a good lunch. They also want value so we try to have some good combo value items available for them.”
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Visit Ryko.com and MacNeilWash.com to learn more 24 May | June 2014
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When Two Become One
by Jillian Mitchell
RYKO-MACNEIL CELEBRATES FIRST ANNIVERSARY, PREPARES FOR THE YEAR OF CANADA
Steven L’Heureux President and CEO Ryko Solutions
Something magical happens when two or more congregate; think about it—Ben and Jerry, Lennon and McCartney, Disney and Pixar. The recent merger of carwash powerhouses Ryko Solutions and MacNeil Wash Systems Ltd. is no exception, as this particular union has singlehandedly ignited a new era for the carwash industry. When it comes to removing those pesky clean-car opponents (mud, grease, tar, bugs, bird droppings, and so on), a quick zip through the neighbourhood Ryko- or MacNeil-supplied carwash shines the ol’ car up good as new. Their secret? Continually innovating and responding to consumer/retailer expectations, says Ryko Solutions President and CEO Steven L’Heureux. “As I learned the carwash business, it became increasingly apparent to me that Ryko needed to be in the professional tunnel business,” says L’Heureux, who came on board with the company in 2011. “I started exploring, along with my corporate development staff, the possibility of acquiring a company that specializes in tunnels. It was really important that we found a company that was a cultural fit.” In April 2013, after two years of negotiations, Iowa-based Ryko Solutions, North America’s largest provider of managed carwash systems, acquired
Canadian carwash equipment manufacturer MacNeil Wash Systems Ltd., a company known for the best engineered tunnel systems in the world. One year later, the merger has resulted in what L’Heureux calls a “1+1=3 deal” (the sum of the whole being greater than its parts). “We knew at the very beginning that we were acquiring a very, very good company,” says L’Heureux. “We had absolutely no idea how successful this merger was going to be. Almost from the beginning, MacNeil began exceeding expectations and became the shining star of the Ryko organization.” Together, the two brands equate to the second largest carwash equipment provider in the world, offering a combined 70 years of industry experience in the integrated, end-to-end clean vehicle solutions industry. And though the two brands are now under one umbrella, the Ryko President confirms that each name will remain intact due to their individually hard-earned reputations. Celebrating their one-year anniversary, Ryko/ MacNeil is now set to embark on “the year of Canada,” with many investments planned for their north-of-the-border market. The expansion of the MacNeil manufacturing facility in Barrie,
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MacNeil manufacturing facility in Barrie, Ontario, from 38,000-square feet to 115,000 square feet, for example, is poised to triple the facility’s current production capacity, potentially adding up to 120 to180 employees to the current 90 employees as demand for MacNeil products continues to grow.
“OUR SERVICE CONTRACT GUARANTEES OPERATORS 95 PER CENT UPTIME,” HE ADDS. “ON AVERAGE, OUR CUSTOMERS UNDER PREMIUM MAINTENANCE EXPERIENCE OVER-98 PER CENT UPTIME.”
26 May | June 2014
Ontario, from 38,000-square feet to 115,000 square feet, for example, is poised to triple the facility’s current production capacity, potentially adding up to 120 to180 employees to the current 90 employees as demand for MacNeil products continues to grow. Add to that, the expanded facility will be equipped with the capability of blending CleanTouch cleaning solutions. “Canada is our major focus—what we can do to substantially grow our business in Canada,” says L’Heureux. “We’re leveraging Ryko/MacNeil as a one-stop-shop. We’ve created a bundled solution where C-store owner-operators can acquire the best equipment in the marketplace, as well as cleaning solutions and ongoing service and maintenance support for both Ryko/MacNeil machines and competitive machines. In America, it’s been hugely successful. We’re now looking at taking that model and expanding it globally.” Competitive advantage, economic growth, higher business revenues—the Ryko and MacNeil combined organization is said to improve customer satisfaction, while resulting in bigger wash counts, higher revenues and better margins. In fact, the carwash team prides themselves on giving C-store owners the keys to profitability, in essence, a roadmap to maximize system uptime with a one-stop delivery of services, chemicals and reliable equipment. They even provide a complementary remote monitoring system, RykoTrax, a product designed to drive better management of operations and higher carwash profitability for single site, multi-site or small footprint owner-operators within the C-store sector.
To elaborate on the “better margins” claim, L’Heureux offers the following comparison: C-store margins in the carwash business typically deliver in the high-70 per cent to low-80 per cent range (if uptime is maintained). He points out that these numbers rank significantly higher than those of the food service sector, where margins hovers in the 50 per cent to 55 per cent range. “It’s important for C-store operators to know that the carwash business is still an extraordinarily attractive business,” he says. “Our service contract guarantees operators 95 per cent uptime,” he adds. “On average, our customers under premium maintenance experience over-98 per cent uptime.” Throughout the execution of the company’s expansion, Ryko/MacNeil believes strongly in partnering with their customers and working together to build more profitable carwash operations. Offering employee training, a full line of carwash equipment and innovative cleaning products (over 125 different non-corrosive formulas, all of which are environmentally safe), the company proves a most worthy partner in the battle against day-to-day driving grime. All told, the bottom line in the carwash sector is, of course, happy customers, concludes L’Heureux. “[Customers want] clean, shiny, dry cars, so it’s very important that the right chemicals and the right amount of chemicals are applied and that the equipment is operating properly,” he says. “If you can deliver that, carwashes become an extremely attractive business for the C-store. And, we believe the best way to do that (without the aggravations) is through a bundled solution from a proven industry service supplier.”
by Kelly Gray
SpokeandHub Article photographs by Brenda Johnstone
THIS MANITOBA CONVENIENCE RETAILER USES THEIR CAR WASH TO DRIVE BUSINESS
Its noon at TimberFalls Store and Auto Spa in Steinbach, Manitoba. Inside business is brisk with customers coming in for a quick vehicle wash, a few items from the store shelves or a fast meal from the deli/ restaurant. Some may have purchased a tank of gas or diesel at the operation’s full service Petro Canada gas bar. According to General Manager, Jim Stuart this is business as usual for the 4000- square foot operation that opened its doors in the southern Manitoba community back in June of 2013. Owned by Lorne and Edna Funk, the TimberFalls concept is one where everything spans outward like spokes from a wheel. The single tunnel soft touch carwash
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with its three drying bays is the hub, says Stuart who tells that customers from the 50,000-person market area are attracted first to the car wash. Once in line patrons are asked to exit their car or truck and are given a pager that will alert them once their vehicle’s appearance has been freshened. And, even though the express wash takes just three minutes from the time the attendant takes the car, the freeing of the customer to shop the store or grab a bite in the restaurant
28 May | June 2014
means a great opportunity to stack on additional sales from in-store product purchases. “We give wash customers a free beverage that gets them into the store area where they can explore the stock or grab a snack or meal,” says Stuart. What customers find when they come into TimberFalls is a well staffed facility where the Funk’s have employed as many as 60 local people to work the till, make sandwiches and pizzas, pressure
wash and hand dry vehicles or keep the bathroom neat and tidy. The décor is modern with a bow to traditional design elements like wide plank wood floors and beamed ceilings. The C-store is stocked with all the usual suspects from eggs to tobacco to cat food. There is a confection wall that offers 25 towers of sweet sensations as well as Arctic Zone, a slush beverage island featuring six barrel machines with a ‘sky’s the limit’ multi-flavour dispenser. The Funks also added a slush twister injected flavour ice cream machine that fronts the ‘Zone’ and greets customers with 12 flavours as they come through the front doors. More, there is a multi level dining area with seating for 70, a dedicated deli/ pizza restaurant in front of a well laid out selection of snacks, dairy, bakery and general merchandise. The store also features 15 feet of dedicated coffee counter with a vast assortment of brews from bold dark roasts to milder decaf. For those with a tooth for sweets, the shop offers a waffle outlet at Nana K’s Waffle Loft.
According to Stuart, TimberFalls is all about supporting the local community. He reports they assist with fundraising for schools and organizations and are getting involved with local sports teams. “We work with Steinbach’s auto dealers and have a coupon book where their automotive service customers can come in for a free wash and reduced rates on services and products. We are also working with a number of local businesses that supply the store with goods,” he says, pointing to Grunthal Bakery, Unger’s Meats, La Cochina corn chips, Bothwell Cheese, and Superior Harvest Foods. Stuart comments that the store has become well known as a good place to pick up fresh bread. “We have people coming in to wait for Grunthal Bakery’s truck in the morning,” he says, adding that they have further attract customers by listing bakery goods at very competitive pricing. At the Deli, staff are making custom sandwiches using the assortment of locally butchered meats and fresh baked breads. Sandwiches are regular-
ly teamed with house-made soups that have become customer favourites. “On Sundays, we have been offering a traditional Mennonite noodle dish – Kielke – and have been seeing sales of some 200 plates after church in the early afternoons,” says Stuart. Customers can also pick up packaged meats from inside dedicated coolers where classic hams, farmer sausages, and thick cut steaks are merchandised alongside ground beef and chicken products. Staff at Papa Peppies Pizza also look to local meats and cheeses for some of their selections. Customers can phone in for pick up or just drop in to make an order for an entire pie or just a slice. “This is just another spoke in our service wheel that works to take some of the complexity out of busy lives,” says Stuart, noting again that it all starts with a great car wash. TimberFalls operates a single tunnel that can run three cars at a time for a through-put of about 120 cars an hour.
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Inside, attendants greet customers and take the vehicle through. The treatment starts with an attentive power spray and then a full range of soft touch cycles that cleans under and around the vehicle. According to Stuart, undercarriage cleaning was a big hit this past winter. Teams are ready at the last stage with chamois cloths to give a hand dried finish on the premium package. Stuart reports the facility is looking at a more comprehensive interior detailing package coming soon. According to Stuart this spoke and hub concept is one that has seen good market traction. Certainly, TimberFalls Store and Auto Spa is enjoying growing business from a model that is more common in the US. “It’s all about value
30 May | June 2014
added. First we provide a great wash experience at a very competitive price. Then we offer a range of products and services that people want and deliver it to them when they come in to get vehicles cleaned. We think the concept is convenient, quality laden and provides superior value at every point for our customers,” says Stuart indicating the store’s motto above the front end where a sign proclaims ‘Escape, Experience, Energize’. The line behind the cash desk and the growing number of cars in the wash tunnel suggests customers agree with the Funk’s approach.
Ins Choi Paul Sun-Hyung Lee Jane Luk Chantelle Han Andre Sills •
KIM’S CONVENIENCE Korean Love Letter
Kim’s Convenience wows audiences by telling it like it is CONVENIENCE & CARWASH CANADA
The lives of Canada’s Korean convenience store community has been largely off the radar of the social mainstream. Now a theatrical production, Kim’s Convenience, has being staged across the country as a love letter to this community from playwright Ins Choi himself a son of Korean immigrants that brought their family to Canada and worked a C-store in Toronto’s Regent Park neighbourhood. The story follows the struggles of the family as succession of the business is discussed. Both father (Appa, played by Paul SunHyung Lee) and mother (Umma, played by Jane Luk) have given all their adult lives to the store and now the father is considering what will happen when he retires. The daughter (Janet, played by Chantelle Han), a photographer, is not interested Convenience & Carwash editor Kelly Gray, in continuing the life of her parPlaywright/actor Ins Choi and Convenience & Carwash’s Keith House. ents and the son (Jung, played by Ins Choi) has left for greener pastures having no contact with the family for years. The interplay is one of dynamics between
church and store and community (Regent Park) and store. There is much that is familiar (check out Ken MacKenzie’s set that’s a brilliant replica of a Regent Park C-store) to anyone who has operated a convenience retail outlet or who has dropped in to buy a loto ticket or soft drink. Choi’s Kim’s Convenience is now making its way to Vancouver after successful runs in Toronto, Calgary, London, Hamilton and Ottawa as well as Winnipeg. “For many people of Korean descent who run convenience stores this is the first time their culture has been on a stage in Canada. I see this as a way of honouring their sacrifices where they struggled with long hours and low pay to give their children a foothold in this country.” Choi wrote the play in 2005 and took it to the Toronto Fringe Festival’s New Play contest. He won and the result was a succession of sold out shows and critical acclaim for the graduate of York University’s Theatre Arts Program. Look for dates this April and May at Vancouver’s Arts Club on Granville Island.
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by Jennifer Dawn
Four Proven Strategies to Upsell More Effectively IN TODAY’S WORLD OF CLEAN CARS COMPETITION IS TOUGH. It’s the savvy business owners who will not just survive, but thrive. A proven method used to increase the bottom line, improve customer service, and reward customer loyalty is learning how to upsell more effectively at your wash. Dave Watson is the majority shareholder for The Chamois Carwash Corporation. Chamois has three locations in Winnipeg and offer full service and exterior washes. Their first location opened in 1998, the next in 2001, and a third in 2007.
According to Dave, “The ability to upsell has had a direct positive impact on our profit. We were able to increase our upgrade percentage 12-15 points by working with our sales people. Plus, they receive bonuses based on their individual sales performance. The improvement in upselling has not only put more money in the pockets of our sales staff it has also improved our bottom line.” Sylvain Blouin is the President and Founder of Rock-NWash™. They offer 12 drive thru self-wash bays, four truck/ RV bays, an 80 Car/Hour touchless tunnel, RV dump, and
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1 Sales people have more confidence if they are better trained and have more knowledge.
36 May | June 2014
fresh water fill station. They also offer a retail store wrapped in a fun 50’s and 60’s theme combined with today’s most innovative design and technology. Since their opening in 2013 Rock-NWash has already established 53 fleet accounts, sold over 2216 gift cards, enrolled 204 Monthly Unlimited Wash Package Subscribers, and gained 290 likes on their Facebook page. According to Sylvain, “Upselling with Value Added Benefits for the consumer is always a great way to generate business growth. Upselling just for the sake of capturing an extra dollar, without adding meaningful value, simply won’t last.” Here successful wash owners Dave and Sylvain share four proven strategies to upsell more effectively and keep your customers coming back for more.
The staff on the “front line” is your best resource in upselling. Training employees on not just the type of services you offer, but the why behind them is critical. An employee who can quickly and easily explain the benefits of the more expensive wash package, not just regurgitate pricing, will be much more effective. According to Dave, “Training is very important as the customer wants to know not just what they are spending their money on, but what it will do for them. The last thing a customer wants to hear is ‘I don’t know’. I find the sales people have more confidence if they are better trained and have more knowledge.” The time spent training employees is also a great opportunity to flush out the details of your package structure. If you have too many options, or they seem too confusing to the employee, they will most certainly overwhelm and confuse the customer as well. Sylvain adds, “Employee training is critical. Each team member must be familiar with the programs offered and comfortable explaining them to a client in a 30 second elevator pitch. Each program must be ‘user friendly’ as a client won’t join anything that is either too difficult or complicated. Using the KISS (Keep It Simple Stupid) method is always the best approach.”
BE CREATIVE & UNIQUE
Ingenuity and creativity are really what drive a fantastic upselling program. While it’s important to know your competition and be familiar with the programs and services they offer, you never want to copy another operator. According to Sylvain, “Be creative and don’t replicate what the operator down the street does. Put in the time to create your own upselling program. Research, implement, review, and modify as needed. Upgrade your POS Be creative, don’t technology if required, and it will pay replicate what the back rapidly.“ operator down the street does.
MAKE IT FUN AND EASY
Put yourself into the place of the customer and ask, “Is coming to my wash a fun and easy process?” Be honest in your assessment. If visiting the wash is not a comfortable and enjoyable experience, identify the steps in the process that can be improved, and make an action plan
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to correct and enhance them. Look closely at every step involved including how the customer pays. Sylvain recommends, “Be sure to provide the consumer the convenience of paying via credit card. It is amazing to see the average cost/car difference in between a client that uses coins or Have them leave tokens vs a client that uses a credit the wash feeling card as a payment method. Constantly satisfied and eager inserting coins or tokens nowadays is to return. inconvenient and frustrating to many customers.”
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CREATE REAL VALUE
Today’s consumer is smart and knows if they don’t like the “deal” at one wash, they can simply switch to another. When designing an effective upselling program, be sure to create real value for your customer. The goal is to have them leave the wash feeling satisfied and eager to return. At Dave’s wash they pay close attention to their pricing strategy as he explains, “We set the upgrade prices at a very reasonable level, in other words don’t be greedy and charge too much. We are very deliberate in making it a good deal for the customer.” Sylvain adds, “To create value I’d establish a loyalty program immediately. Our gift card program provides the consumer up to 20% additional value for free. Not only are clients able to pay using a convenient gift card at each service point, they LOVE getting the instant free added value.” While both Dave and Sylvain have been extremely effective at upselling, it didn’t just happen overnight. Take the time to analyze the program you currently have in place (or outline the program you want to create). Research the methods used successfully by other operators, add your own unique style, then create an action plan to implement. Don’t be afraid to make mistakes. The only real failure is never trying at all. Test the process, modify, and improve. Listen to the feedback from your customers. Their comments, positive and negative, are the compass which will guide you in the right direction to creating an upselling program that is highly effective and delivers results. Jennifer Dawn founded a software company and grew it from nothing into a seven figure business and then went on to become the V.P. of Sales and Marketing for a large carwash manufacturer. She is now a shareholder and Director for Savor the Success, a premium business network for entrepreneurs.
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by Jennifer Dawn
Building a Marketing Plan
Big corporation to small business
owner, building a strong marketing plan can seem like a confusing maze of options and choices. Social media is free but does it really work? Hiring an expensive ad agency might be the right move, but will the higher price tag justify the results? These and other marketing questions can leave any business owner feeling overwhelmed and confused. So let’s look at some great strategies to develop a solid marketing plan that won’t break the bank and yield big results.
38 May | June 2014
FORGET PERFECT – FOCUS ON SUCCESS WHEN BUILDING YOUR MARKETING PLAN FIRST, LET’S CLARIFY WHAT EXACTLY • Not tracking the results. IS MARKETING? To build an effective marketing plan, In a nutshell it’s quite simple: Marketing is begin with these key elements: the process of communicating the value of a product or service to customers, MINDSET SHIFT for the purpose of selling that product Once you understand exactly what or service. A solid marketing plan is marketing is and how to go about it in not some “magic formula” or a quick an organized and systematic manner fix to boost sales, it’s a long you can then begin to focus term approach to how you on results. Instead of being THE WAY YOU communicate with your overwhelmed and unsure, customer the value of your you can clearly identify areas MARKET TO product and company. When you need to add, remove, or A FACEBOOK done well, your marketing USER IS VERY improve keeping in mind the efforts will support a steady big picture – communicating DIFFERENT stream of new (and repeat) the value of a product for THAN A TWITTER the purpose of selling that sales into your business. FOLLOWER. Some of the most comproduct. mon mistakes business owners make in their marketing TAKE IT ONE STEP AT efforts are: A TIME • Spreading themselves too thin across You don’t need to be everywhere at multiple marketing channels. once. Businesses confuse being in every • Not mastering one channel before marketing channel as “good marketing” moving on to the next. but then end up doing a poor job • Being so overwhelmed and confused everywhere. The most successful at the entire process they don’t know businesses approach their marketing where to start and end up doing plan by taking it one step at a time. They nothing. master their website, before moving on • Thinking that marketing is a short term to social media. Then, in social media fix instead of a long term solution. they take it one channel at a time. The • Being afraid to make mistakes or try way you market to a Facebook user is something new. very different than a Twitter follower.
Every piece of your marketing strategy is like spokes within a wheel. They each need to function effectively and work perfectly together. If you want to see some real marketing “magic” happen in your business, then start by taking it one spoke at a time. Own it. Master it. Then, move on to the next spoke.
DON’T BE AFRAID TO TRY SOMETHING NEW, TRACK THE RESULTS, MAKE CHANGES AND TRY AGAIN. IF YOU DON’T GET IT RIGHT THE FIRST TIME, THAT’S OKAY. OFTEN THE MOST SUCCESSFUL MARKETING STRATEGIES ARE THE RESULTS OF MANY EARLIER VERSIONS OF TRIAL AND ERROR.
DON’T BE AFRAID TO MAKE MISTAKES
Many successful entrepreneurs start out in business knowing little about marketing except they need to do it. While you may be an expert at washing cars or the king of convenience stores, the world of marketing can be intimidating. Don’t be afraid to try something new, track the results, make changes and try again. If you don’t get it right the first time, that’s okay. Often the most successful marketing strategies are the results of many earlier versions of trial and error.
TRACK THE RESULTS
When you invest time and money into a marketing plan it only makes sense to track the results. This is how you will assess if the efforts are working and then be able to make smart, informed choices on whether to keep up a specific promotion, change the social media strategy, or make improvements to the website. Build time into your plan for tracking and assessing the results and then making changes as needed. Once these key elements are in place you are then much better prepared to take a closer look at the current marketing efforts. Create a simple spreadsheet and assess everything including your: • Email Signature (Do you have one? Could it be used to build your list or promote a product?) • Business Card (Do you have one? Could it be more effective? Could it double as a VIP discount card too?) • Website (Do you tell your story in 3 seconds or less? Are you building your list?) • Social Media (Are you in social media? Which channels are most effective?) • Advertisements (Do you advertise online or in print? Are you consistent in your advertising – one ad won’t cut it!) • Coupons or Loyalty Programs
(Do they provide real value? If you were a potential customer would YOU sign up for them?) • Professional Networks (Are your profiles current? Do they enforce your brand?) Once everything is in a spreadsheet, rate each item as: Working Well, Not Working at All, or Needs Improvement. Also note which areas are strongest, and which are weakest so you can focus more attention on the weak areas. Once the picture of the existing marketing efforts is clear, then make a solid plan to add, remove, or improve! Remember, every little piece fits together and it’s okay to start with small items first. Plus, in areas where you are the weakest, you can always hire out to the experts. Weigh the money invested versus the time savings and overall results. If spending a few hundred dollars for a social media expert will save tons of time and yield a much better result than doing it yourself then go for it. Marketing is an evolution and a process. It’s how the world views you and your company and a key component in helping you drive sales to your business. With a systematic and organized approach you can easily tackle the world of “marketing”. Forget about being perfect, instead focus on success when building a marketing plan that works!
Jennifer Dawn founded her own software company and grew it from nothing into a seven figure business and then went on to become the V.P. of Sales and Marketing for a major carwash manufacturer. She is now the Director of Savor Success Circles for Savor the Success, the premium business network for women entrepreneurs and enjoys mentoring women to achieve life-changing goals.
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by Peter Sutherland
A Change for the Better
AS LEAK DETECTION REGULATION IMPROVES, RETAILERS ARE FINDING CHANGES ARE MAKING BIG IMPACTS ON THE INDUSTRY AND IMPROVEMENTS TO THE ENVIRONMENT
CONVENIENCE & CARWASH CANADA
We currently require that all fill pipes have spill containers around them. Although this seems like a foolproof way to avoid releases from unintentional spills during filling, a random inspection of several spill containers in Canada today shows that a large percentage of them contain spilled fuel.
42 May | Juneâ€ƒ2014
Tanknology conducts annual inspections on many hundreds of automatic tank monitoring systems. These systems are very well designed to detect product in sumps or secondary containment areas as well as to conduct accurate leak tests on the tanks and lines.
An article published by the Environmental on tank tops and under pumps. In adProtection Agency (EPA) in the United dition, there is monitoring of any point where fuel will collect afStates noted that the ter escaping the primary number of releases THE MOST COMMON tank or line. There has of product into the PLACE FOR THE a slow adoption of environment reported CONTAINMENT SUMPS been most of these principles on an annual basis has TO LEAK IS AROUND in provincial regulations. reduced by about 90 PLACES WHERE Given that in the United per cent over the past 20 PIPING OR CONDUIT States they are many years of leak detection ENTER. NORMALLY years ahead in the use regulation. EITHER WEATHER OR of this strategy it is useHere in Canada, while ful to look at what they our approach is very CONTACT WITH FUEL have learned to try and similar, most provinces HAS DEGRADED THE lag behind the US in RUBBER ENTRY BOOTS predict where we will be terms of either leak deAND GROUND WATER IS with our regulations in a few years. tection regulation or ALLOWED TO ENTER. We currently require the extent of enforcethat all fill pipes have spill ment. The strategy of containers around them. the National Fire Code of Canada is an excellent demonstration Although this seems like a foolproof of this approach where all new tanks and way to avoid releases from unintentional piping must be double walled and there spills during filling, a random inspection must be secondary containment sumps of several spill containers in Canada to-
day shows that a large percentage of them contain spilled fuel. This fuel will degrade the container over time. Also, many more contain water that will freeze and damage them in the winter. If a spill occurs they will not prevent the release into the environment. This reality lead many States to require annual spill box inspection and leak testing. All new codes require containment sumps where piping enters or exits the ground. As part of our regular inspection program we photograph the condition of these containment sumps and routinely find that they are partially full of water and sometimes fuel. The most common place for the containment sumps to leak is around places where piping or conduit enter. Normally either weather or contact with fuel has degraded the rubber entry boots and ground water is allowed to enter. This presents the same problem as with the spill containment devices and if there were a leak the product that is supposed to be contained would flow out into the ground. This is such a common experience that annual visual inspection is a requirement of the National Fire Code as well as several provincial regulations, however, a visual inspection is nowhere near what would be required to assure that a release would be contained. In the United States this has lead to annual sump testing requirements in many jurisdictions. Tanknology conducts annual inspections on many hundreds of automatic tank monitoring systems. These systems are very well designed to detect product in sumps or secondary containment areas as well as to conduct accurate leak tests on the tanks and lines. Unfortunately, the fact that the equipment is installed does not assure that it will work when called upon. Sometimes the sensors will fail after some time in the field or in some cases the system was not installed properly in the first place. As with the other equipment annual testing and inspection is required to assure that the system will detect a leak when required. Although we are early in the adoption
of stringent inspection requirements for all leak detection equipment the trend is clear toward periodic inspection and testing of all leak detection and containment equipment. There is no option for governments to reverse this trend as the problems associated with groundwater protection are well known and universally accepted. Tanknology Ad:Layout 1 05/12/13 3:46 PM Page 1
In Ontario where the TSSA has significantly stepped up enforcement of the fuel handling regulation by means of site visits by inspectors, the result has been that many small retailers, particularly in remote areas have had to close down because of the high costs of leak detection regulation. The number of service stations in Canada has been declining
CONVENIENCE & CARWASH CANADAâ€ƒ
OTHER SYSTEMS COMMUNICATE LEAK DETECTION AND INVENTORY DATA REMOTELY TO CALL CENTRES AND USE THE INFORMATION TO IMMEDIATELY INVESTIGATE LEAK ALARMS.
over the past decade but I believe this will accelerate as soon as new leak detection regulations are taken seriously. We already see a concentration of larger sites with higher throughput volumes in cities. The remaining businesses will need to be extremely efficient to survive. When we started to look at the problem of business efficiency several years ago it was completely normal for service stations to record unexplained inventory losses of one third to half a percent of the fuel that they sell. This was a cost to the business of several thousands of dollars. Now with tightened management and new technology most service stations have cut those losses in half or better. The use of data makes efficiency possible now more than ever. For exam-
ple, systems now exist that can measure fuel levels and sales and then reconcile inventory data on a minute by minute basis. Complex data analysis is then used to determine exactly when meters go out of calibration so that no fuel is lost. Other systems communicate leak detection and inventory data remotely to call centres and use the information to immediately investigate leak alarms. Everything from fuel deliveries, pricing, inventory stocking or controlling the temperature of rooms or coolers is now monitored and optimised. In the end, leak detection regulation may well be the driver that forces businesses to face the decision to modernize or leave the industry.
Peter Sutherland Vice President Tanknology Division of Englobe Corp.
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by Kelly Gray
LEGISLATORS ARE LOOKING HARD AT FLAVOURED TOBACCO PRODUCTS AND BANNING THEM AS GATEWAYS TO CHILDHOOD SMOKING
If Alberta legislators have their way small flavoured cigars will be a thing of the past. Behind the drive to push these products out of the market is a suggestion that they are products being marketed to underage smokers. Nothing could be farther from the truth, says, Luc Martial, Director of Government Affairs for Casa Cubana. He sees the efforts in Edmonton as examples of both good public policy and red herring regulation where emotional concerns outweigh the facts. Called the Tobacco Reduction Amendment Act (Bill 33), the new law set received final reading and is awaiting assent in Alberta. A private members bill, the Tobacco Reduction (Flavoured Tobacco Products) Amendment Act, 2012 (Bill 206), is also before the Alberta Legislature and is expected to receive passage soon. Bill 33 seeks to control access to tobacco by legislating five points – The sale or giving (known as “furnishing”) of tobacco products to minors in public places is prohibited. Some tobacco products must be sold in minimum package sizes to make them less appealing to young smokers. The Bill prohibits the smoking of tobacco-like products in the same locations where the smoking of tobacco products is prohibited. Smoking in vehicles with children present is also no longer permitted under the Act. Bill 33 also consolidates the Prevention of Youth Tobacco Use Act into the Tobacco Reduction Act. Martial is on record as stating that Bill 33 represents good
46 May | June 2014
public policy. He and Casa Cubana are opposed to children smoking and welcome efforts to curb the practice. However, Bill 206, a private members Bill sponsored by MLA Christine Cusanelli, is viewed as specious. He suggests that there is no evidence to suggest that children start smoking because of the availability of flavoured tobacco products and the Bill is the result of pure politics rather than sound public policy. Currently, The Tobacco Reduction (Flavoured Tobacco Products) Amendment Act, 2012 (Bill 206) has received its third reading. If made law the Bill would restrict the sale of flavoured tobacco products in Alberta in an effort to stop the reported 25,000 grades 7 to 12 students who the government says use these products. This Bill, that bans menthol products, goes further than the Federal Government regulation (C-32) that was passed in 2010. C-32 exempted menthol from the list of regulated flavours; a surprise to anti-smoking advocates who report that menthol is the most preferred flavour among younger smokers. Surprisingly, a Federal Government spokesperson tells that the exemption was made because they could see no evidence of children smoking menthol tobacco products (even though Health Canada’s 2010 study revealed that menthol products were used by 3 per cent or 89,000 grades 7-12 students).
by Kelly Gray
A Tasty Trade
BRANDED FOODSERVICE FILLS THE APPETITE FOR MUCH NEEDED SALES
MTY IS A MONTREALBASED MASTER FRANCHISOR WITH MORE THAN 30 FOODSERVICE BRANDS UNDER ITS UMBRELLA. BANNERS INCLUDE MARQUEES SUCH AS COUNTRY STYLE, MR.SUB, TACO TIME, CULTURES AND THAI EXPRESS TO NAME JUST A FEW.
It’s a competitive world out there for convenience operators. “You have to have something to distinguish yourself in the market and create the kind of consumer excitement that gets people through the front doors,” says Karen Weldman, Vice-president of New Business Development, Express Division at MTY. MTY is a Montreal-based master franchisor with more than 30 foodservice brands under its umbrella. Banners include marquees such as Country Style, MR.SUB, Taco Time, Cultures and Thai Express to name just a few. “Stores are now more customer targeted and more service focused than ever. A foodservice offering is all part of the contemporary face of Canada’s C-stores. Without the
edge that prepared food items deliver stores will find it increasingly harder to compete,” she says. Weldman is working hard to show C-store operators the value of partnering with well-known foodservice brands to create a one-two marketing punch that drives increased sales as well as customer satisfaction. Over the past several years she has been successful in positioning brands such Country Style and MR.SUB into the convenience retail channel across Canada. “MR Sub was established in Canada in 1968 and is a well known and highly respected brand. The same is true for Country Style established in 1963. Together the brands offer an exciting alternative for customers
CONVENIENCE & CARWASH CANADA
who see both trade marks as high value and high quality play- customers the selection they want throughout the day. For exers in foodservice,” she says, remarking that C-stores need ample, a customer comes in for their morning Country Style only 480 square feet and about $150,000 to invest to get into coffee and returns in the afternoon for a MR.SUB sandwich. a full day part foodservice business that consists of a Country MTY offers full training and support in programs that get Style premium freshly ground coffee, baked goods, breakfast staff performing right away. “We know that speed of service is program and fresh made MR.SUB sandwich offer. essential and so in training this is a key component. We are a “C-stores can create a point of difference by actually get- national leader in franchised foodservice programs and have ting into the coffee business rather than just offering a cof- all the tools and resources to keep operators on the winning fee program,” she says noting that often coffee represents edge.” an emotional purchase for customers who seek out positive Weldman reports that operators can start small and work up experiences in their day. “The collateral messaging of a brand to a full-scale offering. For example, stores can get involved adds much to the entire retail experience. Customers have with a self-serve coffee program where baked goods and fresh more trust in brands that offer better prodbrew are available in a 10-foot counter ucts and service execution than you might CUSTOMERS THAT COME IN FOR footprint. “People can then move up to find with a row of thermos’s scattered along A COFFEE OFTEN LEAVE WITH A their Level 3 program where breakfast a hot beverage wall.” LOTTERY TICKET, NEWSPAPER sandwiches service and smoothies are “Coffee is just a starting point, but it’s OR OTHER ITEMS. THIS MAKES available throughout the day. As your a place for stores to establish quality and sales grow and customer traffic increasA PERFECT COLLABORATION good will,” she says noting a 7/Eleven that WITH BOTH THE C-STORE AND es there is the possibility of adding a enjoyed sales of 2,500 cups a day thanks to MR.SUB to complete the picture and to THE FOODSERVICE BRAND service oriented and caring staff that really cover all day parts.” WORKING TO CREATE THE pushed sales along. “Customers that come MTY has products that work with any MAXIMUM MARKET EXPOSURE. in for a coffee often leave with a lottery sized operation. For example, they have INCREASED SALES IS THE ticket, newspaper or other items. thaw and serve baked goods for small RESULT. This makes a perfect collaboradisplay outlets as well products that retion with both the C-store and quire par baking and finishing in store to the foodservice brand working capture business in the fresh donut marto create the maximum market ket. “When you go bigger you have options. For instance a exposure. Increased sales is the single oven can bake off cookies, croissants, muffins and other result.” items that increase a store’s selection and access to increased A branded coffee program gensales.” erates repeat traffic and drives According to Weldman, MTY’s range of options is winning sales and profits. Part of the them support. Currently the company has some 400 express Country Style MR.SUB locations across the country with 40 new sites opening this advantage is their year. Behind the growth is the recognition from conability to provide venience retail that as sectors such as tobacco and cold beverages decline they must pick up the slack in other areas. “Branded foodservice has shown to be a profit centre that is helping retailer operations regain lost ground and in the process become more relevant to its customer base by adding value with in demand service and product selection.”
48 May | June 2014
The PerfecT STore
Western Canada’s first ever Mini Expo. WHEN: October 21st, 6:30pm – 10pm WHERE: Stampede Park, Big Four Hall B, Calgary In partnership with Convenience & Carwash Canada Magazine and Integrated Training Management Inc. the Western Convenience Stores Association is pleased to present the first ever Provincial Mini Expo. The Perfect Store will bring together local retailers, regional and national suppliers in the context of a C-store Exhibit that demonstrates the best products and solutions for retailers. The Perfect Store will introduce retailers and vendors to a new strategy designed to help retailers strengthen their businesses.
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Contact Brenda Jane Johnstone, email@example.com 204-489-4215 or Andrew Klukas, firstname.lastname@example.org 778-987-4440 for more information.
CHANGESatTHE TOP for Couche-Tard
50 May | June 2014
Montreal-based Couche-Tard, a global force in convenience retailing with some 12,600 outlets, has announced that corporation founder Alain Bouchard will take on a new role as Founder and Executive Chairman of the Board of Directors. The change will take place September 24, 2014 at the next shareholders’ annual meeting. Couche-Tard’s Chief Operating Officer, Brian Hannasch will be promoted to the position of President and Chief Executive Officer. Mr. Bouchard launched his first store in Laval in 1980 and followed through with significant retail development and acquisition that saw Couche-Tard grow to 115 stores in just seven years. By 2000, his company had grown to include 1642 locations in Canada with more than 11,000 employees. His pioneering drive had him move into the US market in 2001 where CoucheTard began picking up C-store chains like Big Foot and Circle K. Next he looked overseas to locations in Vietnam (2008) followed by moves into Scandinavia, the Baltics, Poland and Russia with the acquisition of Statoil Fuel and Retail (2012). The Couche-Tard of 2014 is a far cry from the single store in Laval in 1980. Today, through the efforts and insight of Mr. Bouchard the company oversees 12,600 stores and 80,000 people across three continents. “Now, after more than three decades as President and CEO, it’s time to continue my journey with Couche-Tard from a new perspective,” says Mr. Bouchard. “I see this change as an evolution. It will let me invest more of my time in acquisitions and new industry opportunities. I will still be at the office on a daily basis, will take part in the results review every four weeks and the budgeting process. I will also take part in the strategic discussions and serve as a mentor and coach to our next generation of leaders. “We have an amazing senior leadership team, and Brian is the right person to lead it. He has been intimately involved in developing our strategy, improving our business and he has played a pivotal role in the material acquisitions we made over the last thirteen years, including our largest and most recent, Statoil Fuel & Retail in Europe.” We congratulate Mr. Bouchard on his considerable achievements in the convenience sector and look forward to discovering how his direction will continue to impact the trade as he moves forward in his new role.
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WHAT’S NEW Gilbarco Veeder-Root Announces Retail Technology Conference Speakers and Panel Discussions Gilbarco Veeder-Root has announced the line-up for their Retail Technology Conference (RTC) May 7-9 in Greensboro, NC. Denise Lee Yohn, brand-building expert, and Todd Papaioannou, chief technology officer of Splunk Inc., will headline the conference. Yohn has over twenty-five years of experience in advertising and marketing for companies such as Burger King, Jack in the Box, Land Rover, and Sony. She’s a renowned technology speaker with previous talks at the Consumer Electronics Show, High Tech Marketing Association, National Restaurant Show, Facebook, and more. Yohn will highlight strategies for retailers to compete by building a great brand through marketing, technology applications, and loyalty programs. She will address the general session the afternoon of May 7. Splunk Inc. is a provider of the leading software platform for real-time operational intelligence. In his role as CTO, Papaioannou defines Splunk’s technology vision, strategy and direction. Papaioannou has nearly 15 years of experience as an entrepreneur and executive in the BigData Analytics and Cloud spaces. At RTC, Papaioannou will cover the latest trends on the “internet of everything” and how this impacts the technology plans of Splunk’s retail clients now and in the future. Attendees will leave the May 8th session with a broader perspective of how top retailers are thinking about the industrial internet and what they can do next. The RTC general sessions will also feature two panel discussions, “Is EMV really coming to the US? When?” and “Marketing to the C-Store Consumer: A CPG Perspective”. For the EMV panel, Oliver Monahan, vice president of emerging payments, MasterCard, and industry veteran Gray Taylor, executive director, PCATS, will share their viewpoints on the EMV migration in the United States. On the Consumer Packaged Goods (CPG) panel, marketing leaders from major C-store food and beverage brands will debate how they use technology to win the C-store customer.
52 May | June 2014
MacNeil Wash Systems Launches 2014 Product Catalogue Featuring car wash systems, equipment, and parts, more than 300 products, the 80-page doubled its size from the 2012 parts-only version. Product features and technical specifications are listed, and a virtual edition is available on the MacNeil website at: www.macneilwash.com/parts-landing.php PDF versions of the catalog can be requested from this web page.
OPW Launches Expanded Line OPW, a global leader in fluid-handling solutions, has announced that it has expanded its product offering of CARB/EVR approved Phase 1 Vapor Recovery E85 Underground Storage Tank (UST) equipment. These products – which have received Phase 1 Enhanced Vapor Recovery (EVR) System certification from the California Air Resource Board (CARB) for use with E85 – have been specifically designed to provide OPW customers with a choice of UST equipment that eliminate the risks and material-compatibility concerns associated with E85. Due to phase separation (mixing with water), the storage and distribution of E85 can have a significant adverse effect on UST system components. When phase separation occurs, it causes two liquid layers to form in the tank. The lower layer contains water and ethanol while the upper layer is the petroleum fuel with a small amount of ethanol. Because this blend of ethanol and water increases the risk of corrosion, many traditional materials utilized in the past may not be compatible with E85. For this reason, it is extremely important that tank owners only install system components that are manufactured with materials that are compatible with E85. For more information please visit: www.OPWGlobal.com
OPW Forms New Business Unit
OPW, a global leader in fluid-handling solutions, has announced that effective immediately it has formed a new business unit called OPW Electronic Systems. The new business unit is comprised of OPW Fuel Management Systems and PDQ Manufacturing, Inc. This move is part of a broader initiative by parent Dover to enhance customer value across its portfolio by leveraging synergies between its many operating companies. Phil Carlin will lead OPW Electronic Systems as Vice President and Gerry Hanrahan General Manager and assume responsibility for the PDQ business. In addition, Gerry Hanrahan has been appointed as Director of Sales over the combined group known as OPW Electronic Systems. OPW and PDQ are now uniquely positioned to provide enhanced sales coverage, expanded technical support and training capabilities, and better service to customers and channel partners worldwide. In addition, the anticipated cross-functional collaboration and business synergies will serve to enrich future growth and organizational success. For more information please visit www.OPWGlobal.com or www.pdqinc.com.
Lustra Announces New Appointments Lustra™ Professional Car Care Products has announced the appointment of Jack Bonow to Assistant Vice President of the Central U.S. and Canada Division and Rob Raskell to Assistant Vice President of the Western Division. Jack Bonow has been with Lustra for twentyfive years and Rob Raskell has been with Lustra for four years. Both will take on their new positions effective immediately. Lustra™ Professional Car Care Products, a division of Cleaning Systems, Inc., is the car wash industry’s leading provider of cleaning and protection solutions. Visit www.LustraBear.com for more information.
SONNY’S Appoints Kevin Collette
SONNY’S Enterprise Inc. has named Kevin J. Collette as Vice President of Sales Compact Tunnel Organization (CTO). As V.P. of Sales for CTO, Collette will create and oversee the distribution network for SONNY’S line of mini tunnels, as well as all sales to high volume gas station, C-store, and self-serve automatic sites. Collette was a co-founder of Istobal USA, where he served as President and was responsible for Istobal operations in the United States and Canada. He studied at the University of Maine, where he majored in Business.
West Coast Smokin’ Oysters
is a new product perfect for C-stores looking to diversify their ‘Ready-to-Go’ and snack food sections. Produced in BC, West Coast Smokin’ Oysters is available in both naturally lightly smoked and hard smoked formats. The 148g (5oz) product also comes in four flavours – Thai Chili, Stout Sensation, Caribbean Sweet Heat, and Jalapeno Pesto. Vacuum sealed for freshness, the hi-quality card board packaging delivers eye-catching graphics in a small footprint designed to drive sales from anywhere in the store. Want to differentiate your business in your market area or just offer a great tasting product that will keep customers coming back? Smoked oysters could be just the thing. For further information visit: www.westcoastsmokinoysters.com
Ad Index Access Cash / EZEE-ATM............................................14 Blendco.........................................................................37 Bulloch Technologies Inc ............................................42 Canadian Trade House..................................................6 Core-Mark International Inc................................. 10, 20 DirectCash............................................................... OBC
WCSA Energy Survey
Fighting Rising Utility Costs Our 2013 industry survey identified energy costs as one of the top ten factors hurting retailers’ bottom lines. What is worse, all customers of BC Hydro will experience a rate increase of 9% in April of 2014 (28% over 5 years). The western Convenience Stores Association is Working with Pulse Energy to conduct an energy survey to learn more about the convenience store industry, facility operations, current energy management practices, and to determine what new or additional utility services members would find valuable. Data collected from the survey will provide direction for the WCSA and Pulse to consult with BC Hydro to tailor a package that will help retailers to manage costs and reduce energy consumption. Please go to our webpage and take ten minutes to complete this survey: www.surveymonkey.com/s/7JNNPZY
eGenuity........................................................................33 Gourmet Chips........................................................... BC Kleen-Rite Corp............................................................32 MI Petro/McIntosh Petroleum Industries .......... 40, 45 National DSD..............................................................IFC OPW Fueling Components .......................................44 PDQ Manufacturing.....................................................34 Petroleum Equipment Institute..................................17 Pumps & Pressure .......................................................36 Ryko /MacNeil..............................................................24 Tanknology ...................................................................43 WPMA...........................................................................22 Western Refrigeration ...................................................9
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54 May | Juneâ€ƒ2014 1. Street lamp building left side, 2. colour of spiral post top right side, 3. yellow building centre, 4. sculpture to of pillar right side, 5.colour of spirals right side, 6. hoses under bridge, 7. lettering sign on building behind spiral post right side, 8. white mark on spiral post forground, 9. lamp post right side in front of pillar, 10. lighting under bridge.
Differences between left and right photos. Spot all 10.
There are 10 differences between these 2 photos. See if you can spot them.
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