convenience & carwash canada may june 2015

CONVENIENCE & CARWASH CANADA 1

MAY | JUNE 2015

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

CSEXPO DEBUTES IN BC’S LOWER MAINLAND

2015 CARWASH CHEMICAL SUPPLIERS GUIDE

EMV UPDATE

WATER, WATER – H2O QUENCHES C-STORE SALES THIRST

WORKING THE CLOUD AT FUELLING SITES

SELECTING THE RIGHT CLOTH WASH BRUSH

TEAMING WITH BRANDSRetail scores by attaching brand attributes.

PM41

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Alberta

Mario Molinari8225-30th Street SE, Calgary, AB T2C 1H7Email: [email protected] (403) 720-3848

British Columbia

Damian Botteselle7800 Riverfront Gate, Burnaby, BC V5J 5L3Email: [email protected] (604) 430-2181

Saskatchewan, Manitoba & Ontario

Chris Bayley99 Bannister Road, Winnipeg, MB R2R 0S2Email: [email protected] (204) 633-9244

We are committed to our Customers. Come see for yourself.

Whether you are an independent retailer or a part of a national chain, Core-Mark offers each of its customers valuable customized solutions and services designed to help you grow your business.

We offer resources to help drive sales and profits:

• Product Trends & Optimized Offering • Regional Demographics & Space Rationalization • Data Analysis & Competitive Comparison

We are committed to providing superior customer service while delivering quality products and value-added resources to our customer.

www.core-mark.com

We are passionate about the business

CORE-MARK_passionate_mayjune 2015.indd 1 4/15/15 2:09 PM


Alberta

Mario Molinari8225-30th Street SE, Calgary, AB T2C 1H7Email: [email protected] (403) 720-3848

British Columbia

Damian Botteselle7800 Riverfront Gate, Burnaby, BC V5J 5L3Email: [email protected] (604) 430-2181

Saskatchewan, Manitoba & Ontario

Chris Bayley99 Bannister Road, Winnipeg, MB R2R 0S2Email: [email protected] (204) 633-9244






www.core-mark.com

We are passionate about the business

CORE-MARK_passionate_mayjune 2015.indd 1 4/15/15 2:09 PM

Industry & Technology

Cover Story

Instore, Nutrition & HR/Staffing

Carwash Technology

Petroleum Technology

Upcoming Events

Choosing the Right Mobile Printer Solution Is your operation achieving its full potential?

05 Partnering for Performance The WCSA is all about building relationships

32 EMV Update The new global standard works to reduce fraud

Customer Engagement Made Simple Good relationships mean good business

21 Creating Positive Work Environments – Does your business attract or repel employees?

24 Water Report 2015 Quenching Canada’s thirst for profits

Six Important Considerations for Selecting Cloth Wash Brushes

37 Chemical Equation Our 2015 Carwash Chemical Suppliers Guide

43 Unattended Fueling and Unattended Convenience Store Retailing Coming to a site near you?

Working the Cloud How today’s fuel sites can harness the potential of Cloud-based technology

51 Understanding Meter Calibration for Retail Fuel Dispensers

55 Fuel Storage Containment Sump Maintenance

May 27, 2015 Western Convenience Stores Association CS Expo Executive Airport Plaza Hotel & Conference Centre Richmond, Vancouver, BC Contact: Andrew Klukas 778-987-4440 [email protected] or Brenda Jane Johnstone 204-489-4215 [email protected]

July 2nd, 2015 6th Annual WCSA Golf Tournament Glen Eagles Golf & Country Club Cochrane, AB Contact: Cody Johnstone 416-838-4674 [email protected] or Brenda Jane Johnstone 204-489-4215 [email protected]

Teaming with Brands Smart retail attaches itself to positive brand attributes

09 1711 28 46

October 11 – 14, 2015 NACS / PEI show Las Vegas, NV www.nacsshow.com

November 2 – 4, 2015 Gulf CarWash Car Care Expo Dubai International Convention & Exhibition Centre Dubai, UAE www.gulfcarwash.com

4 MAY / JUNE

Brenda Jane Johnstone Publisher

Hello and Happy Spring!This issue we focus on the upcoming CSExpo.

The 26th of May the WCSA will host their annual Networking Event event at the Airport Executive Hotel and Conference Centre in Richmond, BC from 6-9 pm. If you’re a Retail Operator involved in the convenience store industry, retail petroleum or carwash industries and are interested in coming out please send me an email so we can get you registered.

Sharon C. Evans will present us with “You are the CEO of your Business”. Engage in this interactive session so that YOU can leave with a Vision of YOUR Business and kick-start the goal setting workshops we have planned to follow so that you can grow your business and succeed!

May 27th will be the “first ever” CSExpo being held at the Airport Executive Hotel & Conference Centre from 9:00am to 4:00pm.

This innovative event will offer retailers the chance to walk through a fully merchandized convenience store including petroleum and carwash. Retailers will wander through “the store” and can listen to our category sponsors talk about new products and new innovations right in the “store”.

With more than 30 sponsoring companies and offering current and relevant mini sessions covering topics such as Temporary Foreign Workers, Social Media and how you can increase your business using Twitter, FaceBook, Pinterest and others, Petroleum, Carwash along with category sessions including confection, tobacco, food service and more there are many reasons to come down on May 27th. Sessions will be held on a rotating basis throughout the day ensuring you won’t miss any.

Vendors will be setup to meet one on one with every retailer .to discuss new products and services and how they can add to your bottom line.

There will be special draws held the evening of May 26th and throughout the day on May 27th for some very special prizes including a travel voucher and all access pass for two to the NACS /PEI show 2016. Retailers must be present to win.

The cost to attend both the 26th and 27th event for retailers is free (two members per store please).

Attendance is limited to retailers and sponsoring vendors only please.To register call 204-489-4215 or visit www.wcsa.ca

Convenience & Carwash would like to

introduce you to our new advertisers.

AGI Enviro-Tank page 51Continental Store Fixture Group page 17iCon Containment Solutions page 53InfoNet POS Solutions page 52Imperial Tobacco Ltd. page 54North Shore Tobacco page 58Rothmans, Benson & Hedges page 18Tank Traders page 22

PUBLISHER Brenda Jane Johnstone [email protected]

EDITOR Kelly Gray [email protected]

SALES Cody Johnstone 416-838-4674 [email protected]

Brenda Johnstone 204-489-4215 [email protected]

DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production

DIGITAL/SOCIAL MEDIA Eva Chambers [email protected]

EDITORIAL ADVISORY BOARD Ian Burton, P.D. McLaren Limited Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro Leonard Hornstein David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd.

CONTRIBUTING WRITERS Angela AltassBarbara BowesTrevina BroussardMike BuckJeff BurtonRob DealKelly GrayPatrick JeitlerJohn MurphyPaul Reber

CIRCULATION James Gordon [email protected]

WEBSITE www.convenienceandcarwash.com

PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

Publisher’s Message

Come Join a Growing community of Canadian vendors and retailers who are dedicated to making the Convenience, Retail Petroleum and Carwash Industry thrive.www.convenienceandcarwash.comtwitter.com/carwashcanadawww.facebook-.com/convenienceandcarwashcanadawww.pinterest.com/cstore_carwash/


Andrew Klukas and his team at the WCSA (Western

Convenience Stores Association) are working hard to

create community among the thousands of convenience

retail operators in the west. “For us it’s all about building

relationships. We’ve been doing government advocacy

since the beginning, but we could see there was more

needed. We saw that as an Association we had to get closer

to our members and this is part of what we are trying to

achieve with the Convenience Store Expo,” says the WCSA

President, Andrew Klukas, from his Vancouver offices.

“We have always sought to get the retailer more involved

and now with the CSExpo we think the move is in the right

direction."

According to Klukas the location is perfect for the first

CSExpo. The site is in Richmond, BC (Executive Airport

Plaza Hotel & Conference Centre, 7311 Westminster Hwy

Richmond, BC), in the lower mainland. “This means we will

be drawing on the huge population that is one of Western

Canada’s busiest and most densely packed areas,” he says.

Klukas suggests that the goal will be to eventually take

the CSExpo to retailers in other parts of Western Canada

that have not had the benefit of such an event in their

back yard. “This will give us an opportunity to share the

event with as wide a cross section of convenience retailers

as possible.” Klukas remarks that most c-store owners in

Western Canada have to travel to distant shows such as

one’s in Las Vegas or Toronto to learn about what's new

and build their businesses. “By traveling to other centres

we can bring the opportunity right to members and save

them a lot of time and money,” he says, adding that the en-

tire event is designed to be streamlined, efficient and im-

pactful. In fact, its cutting edge design is unlike any other,

more traditional trade shows in Canada. Like traditional

shows, however, the CSExpo will include educational ses-

sions for retailers, and the WCSA is planning to cover key

topics such as Social Media, Leadership, Foodservice, and

what retailers need to know about the new Temporary

Foreign Worker Program.

Partners in Perfomance

CSExpo will include educational sessions for retailers, and the

WCSA is planning to cover key topics

such as Social Media, Leadership,

Foodservice, and what retailers need to

know about the new Temporary Foreign

Worker Program.

6 MAY / JUNE

JT International approved logo

The colours shown on this page are not intended to match the PantFor accurate colour references please refer to the current editioFormula Guide.

WCSA and Core-Mark Int’l in partnership with Convenience & Carwash Canada would like to thank our current confirmed sponsors:

Category Sponsor

Gold Sponsor

CATEGORY SPONSOR

GOLD SPONSOR

CONVENIENCE & CARWASH CANADA 7Si lver Sponsor

Bronze Sponsor

®

®

SILVER SPONSOR

BRONZE SPONSOR


Choosing the right mobile printer may not at first appear to be a critical consideration in the overall operations of a retailer, but functionally inefficient printers that do not integrate well with existing networks and software systems can become a costly obstacle in achieving goals in operational performance, customer service and overall profitability.

A mobile printer encompasses far more than just hardware used to print labels. It also includes soft-ware that controls the units and integrates their data with enterprise systems through existing networks. To help assure the purchase of the optimum printer system, a thorough survey of day-to-day operational needs, system requirements and functional expectations must be conducted and analyzed before creat-ing product specifications and a request for proposals. Using the survey results, a targeted list of specifi-cations can be created that directly addresses the hardware and software requirements needed to assure easy system integration, efficient management and operational optimization.

Know Your OperationsThe first step in conducting the survey is to thoroughly understand your operational needs on a day-to-day basis from functional, hardware and system viewpoints.

To determine functional and hardware requirements, the associates on the floor are often your best resource. They know what slows down operations and can provide important input on what features will enhance productivity and the pitfalls to avoid.

A perfect example is a retailer who assumed that the smaller the printer, the easier it would be for associates to use. However, the retailer did not consider that smaller printers use smaller rolls of media and have less operational life due to smaller battery size and capacity. While handy to hold, the smaller unit resulted in significant operational inefficiencies. The smaller rolls of media required more frequent changes, and the associates had to change batteries more often because the small capacity battery of-ten discharged before the task was complete. These printer issues translated into degraded customer

by: John Murphy Senior Product Manager, Datamax-O’Neil

Choosing the Right Mobile Printer Solution

10 MAY / JUNE

service when the store opened because re-pricing was not complete, and the associ-ate was still engaged in producing labels and unavailable to assist customers. Gath-ering input from associates would have revealed the importance of a printer that could complete the task without reloading or exchanging batteries.

Another mistake was a retailer who wanted the lightest possible unit think-ing it would help associates. However, the lighter one provided significantly less shock resistance when dropped. Since the average company keeps a printer for 6-8 years, durability is an important consider-ation in overall product life, productivity and cost of ownership. Not taking a fac-tor such as shock resistance into account could prove costly in the long run.

Hardware ConsiderationsWhen examining operational needs and evaluating potential printers, there are four critical factors to consider in maximizing productivity and minimizing costs over the lifetime of the units:

• Ease of use – A user interface that is too complicated or not logically constructed will negatively affect productivity and frustrate associates. Always evaluate the user interface on a handheld printer care-fully for efficiency and user friendliness.

• Media capacity – The more frequently an associate needs to reload media, the lower their efficiency. If associates typi-cally label large quantities of items at one time, look for printers that accommodate larger rolls of media to minimize reload-ing.

• Battery capacity – Like media capac-ity, if large quantities of labels need to be generated at one time, units with a larger battery capacity should be considered to avoid work stoppage when a battery becomes discharged and another printer must be substituted in its place.

• Durability – The unit must stand up to everyday use. Interestingly, experience has shown that handheld printers used inside buildings experience more drops and harder use than units employed in the field. Purchasing a durable unit will help prolong the life of your printer in-vestment as well as boost productivity by minimizing equipment malfunctions from drops.

TO DETERMINE FUNCTIONAL AND HARDWARE REQUIREMENTS, THE ASSOCIATES ON THE FLOOR ARE

OFTEN YOUR BEST RESOURCE. THEY KNOW WHAT SLOWS

DOWN OPERATIONS AND CAN PROVIDE IMPORTANT INPUT ON WHAT FEATURES WILL ENHANCE

PRODUCTIVITY AND THE PITFALLS TO AVOID.

Printer Management SoftwareIn specifying and analyzing the features of the printer software system, the critical factors to consider are its ability to monitor and manage printers as well as its user interface.

Monitoring printers allows oversight of the use and health of each printer. Error messages alert system managers to prob-lems to assist in troubleshooting, which will minimize downtime and maximize performance. Data on individual printers and users allow critical analysis of produc-tivity and performance.

Managing printers is a critical function. This provides the ability to add or remove printers from the system and to configure, change and update operating software, parameters and permissions including set-ting restrictions, user control and security. Look for a user interface that is intuitive and easy to configure

A final operational consideration is printer software that provides the ability to build customizable configuration pa-rameters in addition to the standard set provided. This flexibility can be critical in assuring the system’s viability as opera-tions and needs evolve.

Integration with Existing Systems and Hardware

Another important factor to consider is the printer’s ability to integrate into your existing business systems and structure.

Unfortunately, too many retailers still have a fear of adding new hardware or soft-ware because, after expending enormous resources, they worry they will upset their system now that everything is finally work-ing together. However, gone are the days when new printers required the expense and delays of using specialized network coding experts in back rooms to write programs and scripts to integrate printers with existing systems.

Seamless system integration is now the industry standard, and new systems no longer have the setup problems of just a few years ago. Today’s printer manufactur-ers know that their products must allow installation without disruption of opera-tions or they will lose business, even if the product is feature rich.

The compatibility requirement includes integration with enterprise systems, ac-


counting systems, inventory systems, wireless networks, security protocols, spe-cialized applications and existing printers, even those from different manufacturers.

An additional important requirement of any potential printer system is its ability to integrate with optional external platforms and services to assist in and enhance the management of print functions. These third-party external platforms and servic-es can offer a host of additional features and functionality to improve printing ef-ficiency and productivity. Typically, an external platform will connect over the Internet to provide a single management console that integrates multiple func-tions for convenient, fast system control of printer communications, security, set-up, upgrades, troubleshooting and data backup.

Even if an external platform is not cur-rently being considered, utilizing one in the future may be advantageous as re-quirements change, so do not overlook this potential when evaluating systems. In addition, always note the printer manufac-turer’s outside partners providing external platforms and services. Look for industry leaders with proven software and experi-ence in similar applications and operating environments.

ServiceThe final consideration is the ability of the printer manufacturer to provide outstanding customer service both during system installation/integration and going forward. Be sure to specify your service requirements both during and after installation, and look for a manufacturer with a good reputation.

An ancillary factor is the printer manu-facturer’s ability and willingness to pro-vide customized support if requested. If a unique need arises, the printer manufac-turer is usually the best resource to modify software or create a new application or re-port as needed. Look for a printer manu-facturer with a broad range of customiza-tion experience able to understand your requirements and provide an effective solution.

ConclusionHandheld printers are an important tool in today’s retail environment, and any retailer contemplating purchase of new units needs to consider the operational environment, printer software functionality, user interface, integration with existing hardware and software, and customer service.

About the Author:John Murphy is Senior Product Manager at Datamax-O’Neil where he is responsible for supporting current Portable Product solutions and setting direction of future product development efforts. For more information about Datamax-O’Neil please visit www.datamax-oneil.com

12 MAY / JUNE

Core-Mark is designed to simplify your business and maximize your profi ts.






Canadian Regional OfficeSuite 207, 3445 – 114th Ave SE Calgary, Alberta

(403) 724-0690

www.core-mark.com

core-mark simplify your biz canada mayjune 2015.indd 1 4/15/15 2:10 PM


Core-Mark is designed to simplify your business and maximize your profi ts.






Canadian Regional OfficeSuite 207, 3445 – 114th Ave SE Calgary, Alberta

(403) 724-0690

www.core-mark.com

core-mark simplify your biz canada mayjune 2015.indd 1 4/15/15 2:10 PM

by: Kelly Gray

Brands convey a lot of messaging that is positive for operators. Could your store benefit from a brand partnership?

Teaming with Brands

14 MAY / JUNE

Stores are now more customer-target-ed and more service focused than ever and brands deliver an edge operators de-mand to stay ahead of the competition. Simply, brands offer trust and relevance that can really deliver opportunity to business. Consider that 70 percent of consumers see brands as a highly valued partner in quality product and service delivery.

Today's most trustworthy brands have created relationships with consumers through experiences that trigger powerful responses that turn into sales. Mavens such as brand consultants Jim Stengel, former global marketing officer of Procter & Gamble, point to five key points to maximize brand power in your operation.

1 Live up to your promise2 Design an experience3 Stay consistent4 Focus on the customer5 Make it personal

“Brands create greater exposure for our retail partners who see customers come in for an experience they have come to know and trust,” says Pizza Hut Canada GM, Richard Wallis. He suggests that in business it’s a cumulative effect all about building traffic and then delivering on the service promise. “No one does this better than brands,” he says, noting that Pizza Hut has a $10 billion global presence with locations that are among the most recognized in foodservice.

Today, C-store operators are talking to leaders such as Wallis about join-ing forces in a scenario where top food-service brands marry their expertise in non-traditional settings such as a gasbar or convenience retailer. He reports that operators can add a Pizza Hut franchise to their existing stores for an investment starting as low as $125,000 for a 500 sq. ft. floor plan. Royalty structures are also easy and straight forward. “Our Express model has been a success because store owners can leverage their real estate and existing staff to operate the kiosk, making the ad-dition a simple one.”

Again, it’s all about building traffic. Here, stores piggyback on the awareness of brands such as Pizza Hut. “Customers come in for a pizza and leave with addi-tional items from the store’s shelves,” he says, adding it also works the other way since some people may come in for a lot-tery ticket and a cold drink and decide to pick up a Pepperoni Pizza to take home for the kids. Either way, the C-store opera-tor sees an increase in sales.

At Core-Mark International brands are big business. “Established brands convey quality and deliver positive impressions. This means a transfer of brand integrity to your store,” says Chuck Arcand, cor-porate director of Canadian marketing for Core-Mark International. “Let people know you offer brands like Chapman’s Ice Cream or Tony Roma’s rib sandwiches. Put a sandwich board outside and tell the world,” he says remarking that when it comes to foodservice it is essential to

“ESTABLISHED BRANDS CONVEY QUALITY AND

DELIVER POSITIVE IMPRESSIONS. THIS

MEANS A TRANSFER OF BRAND INTEGRITY TO

YOUR STORE.”


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have leading trademarks behind the ser-vice. “Consumers understand and respect brands in food. When they find these brands on the shelves the trust extends to your store. Brands in foodservice deliver credibility and work to make your store a destination.”

In BC at Osoyoos’ NK’MIP Corner, a local first nation group saw the value of teaming with a national brand to help make their new store a success. The Os-oyoos Indian Band (OIB) looked to Sun-cor for a partnership that has them now operating the town’s PetroCan station, a 4000 sq. ft. business that is the largest gas station south of Kelowna and the only fu-eling centre on the east side of town.

“We maintain our independence, but get all the benefits of programs from Pet-roCan,” says GM Art Taylor who tells that this is the band’s second PetroCan. “We went with PetroCan at our Oliver location about eight years ago and saw a growth of one million litres in our sales volume,” he says, remarking that by having a well recognized logo visible from a distance means more traffic from more drivers.

“Sometimes when you have an unbranded independent location drivers question the quality of the offering. There can be misconceptions. Brands remove the doubt.”

At NK’ MIP Corner Taylor offers six lanes for fueling with dispensers for both diesel and gasoline. Interestingly, the new site has moved the pumps 35 meters from the C-store (25 meters is the typical max-imum distance) and made the islands wider and higher to accommodate semis and extra large RV’s. “By having two Pet-roCan locations we have established an economy of scale where we can move our staff back and forth according to need,” he says, noting that there is a seasonal element to their business that has them servicing just 5000 customers a month in winter while summer trade grows to 25,000 a month with sales of half a mil-lion liters in August alone. “We get more business because people want to utilize their loyalty cards for points and people trust the products we sell.”

To enhance the foodservice product in store Taylor went with a locally well known operator called Beach Bum Lunch Box. The operator had been a fixture along Osoyoos’ roadways with their distinctive food truck. Now they are located in the PetroCan site where customers drop in for a full hot breakfast, fast lunch or quick snack items. “People know the folks be-hind the café and now we see more traffic

because we have more reasons for custom-ers to stop in,” he says.

Simply, brands say so much about the operation and create a level of expectation. For those that meet those expectations sales and profits are in the offing. How does your operation meet this challenge?

16 MAY / JUNE

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CUSTOMER ENGAGEMENT MADE SIMPLE

People prefer to do business with people they like. That’s why establishing good relationships with your customers is the key to engaging them and building your reputation for providing great service. Every interaction with your customers is an opportunity to build rapport

and that’s what separates good from great customer service.

by: Trevina Broussard

18 MAY / JUNE

1

Make them feel welcome.As soon as a customer is within 10 feet of you, smile. Then, as they approach, greet them warmly. The number one sign that makes every person feel welcome is a smile.

Also remember to make eye contact. This signals that you acknowledge them and that they are impor-tant to you. Take a few seconds to do this and make them feel you are glad to see them.

2

Make them feel important.As a customer, have you ever felt unimportant — that an employee did not value your business? Perhaps a person behind the counter asked you, “How may I help you?” in a tone of voice that was really saying

“Hurry up!” or “You are an unwelcome interruption.” Or maybe they avoided eye contact and acknowledging you all together? Customers want to feel they matter, you care, and they are important.

3

Remember them.Make the effort to remember your regular customers, the folks who stop in day after day, by their faces and names. It’s been said that sweetest sound in any language is the sound of one’s own name. Customers like it when you remember their names.

I am a very loyal customer of the local convince store around the corner because the person who waits on me most of the time knows my name. I am impressed that out of the hundreds of people she sees daily, she has taken the time to remember me.

Customers also like the personal touch that comes when you pay attention to their preferences and hab-its. If you remember they were going on vacation the last time you talked to them and ask about that as you help them, it will go a long way toward developing a strong relationship. Maybe you notice the customer wears a certain tie or tee shirt every Friday. Ask about it – it will make that person’s day!

HERE ARE A FEW IDEAS TO HELP YOU AND YOUR EMPLOYEES ENGAGE YOUR CUSTOMERS AND EARN THEIR LOYALTY:

4

Be a problem solver.Always try to solve a customer’s problem immediately. Don’t ever pass it off or sidestep their request. If you can answer their question, get them what they want, or a part of what they want, do so. When you can solve the customer’s problem without any further inconvenience to them, they will be more likely to do business with you again. In this day and age, angry or unhappy customers will quickly take their business elsewhere and may even talk about their dissatisfaction on the Internet.

5

Help them feel Informed.Tell them about your specials and when you add new products or services. Let customers know what this month’s deals are. Maybe you have a free first drink Friday, two-for-one Powerades, or a complimentary vacuum with a car wash. Let them know!

6

Be responsive.Delivering what your customers want in the shortest time possible also makes a lasting impression. We all get busy; we have customers waiting at the counter, or get held up tending to another matter. In these instances, acknowledge these customers quickly, tell them you’ll be right with them, and thank them for waiting.

7

Make “nice” a priority.Say things like, “I’ll be happy to help you.” “Glad you stopped in!” “Good to see you.” More than what they bought, customers will remember how you made them feel.

Avoid making judg-ments or thinking things like: “She must be in a hurry,” or “He looks like he’s in a bad mood.” Treat every cus-tomer kindly. Even if the customer doesn’t return your thoughtfulness, you have made the most of the interac-tion and engaged them in a favorable way.

Customer engagement is all about these seven simple things, but sometimes simple things are over-looked. What else could you be doing to cement lasting relationships with your customers?

Trevina Broussard is a Humetrics customer service trainer and consultant.


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Would you believe me if I said you can literally and honestly “feel” whether an organization has a positive work environment? Yes, it’s true, you absolutely can! In fact, you may have experienced it yourself without realizing it. For instance, have you ever walked into a company office and found everyone and everything to be silent? Did you notice that all heads were down and no one was talking? Did anyone fail to look up at you when you walked in the door? That’s a sure sign of an unhealthy and perhaps a restrictive environment where there’s probably not an ounce of job satisfaction amongst employees.

Next, think about a time when you entered a company and were greeted with a smile? And, although no one was seated at the front desk, did someone quickly approach you and inquire how they could help. Did you get a feeling of welcome, of comfort? Did you get the sense you fit with this organization and wanted to do busi-ness with them? Did you want to stay or did you want to go?

These are the feelings and sensations I’m talking about. They are very real and they will give you a signal with respect to the culture of an organization. When you get a “sense” of an organization, you are essentially experiencing the personality of the organization, the sum of all of the attitudes, beliefs and norms held by people in the organization.

This sense of personality and/or culture has far-reaching implica-tions. It manifests itself in how work is done, how people meet and greet each other, whether they work as a team and/or whether they are smiling. Organization culture also affects the physical being of an organization right from how walls are decorated to the selection of furniture and who parks their car in the spots closest to the build-ing. So, what does a positive organization culture look like?

by: Barbara J. Bowes

Creating Positive Work Environments

A strong, positive organization culture consists of employees and management who exhibit a can-do attitude. You would find that communication is more open, ideas and innovation are encour-aged and welcomed and employees are treated with great respect. If you stood at the doorway or walked through the offices, you could actually feel a strong sense of positive energy throughout the whole organization. You will instinctively know that the employees feel valued and nurtured.

However, the question is; how do you go about creating and maintaining a strong positive organizational culture? Keeping in mind that organizational change takes time, following some of the strategies identified below will help you to start building a vibrant and positive organization culture.

Assess your organization – ask your employees what they think about your culture by conducting a quick and easy, online employee satisfaction survey. This will help identify where em-ployees see areas of strengths and challenge in your organization. Use this information to set priorities for improvement and start rebuilding.

Engage your employees – involve employees in creating im-provements so that they gain a sense of ownership and a sense of personal commitment to the new vision. Employee involvement will also undoubtedly help you to identify potential leaders who can be coached and mentored into higher level leadership roles. In fact, these unique and talented employees can often become your culture champions.

Adapt an empowerment leadership style–one of the key job satisfiers is having a sense of control over work. Look for oppor-

“You all deserve a personal pat on the back.”

22 MAY / JUNE

Barbara J. Bowes is president of Legacy Bowes Group and president of Career Partners International, Manitoba. She is also an author, radio host and professional speaker. She can be reached at [email protected]

For more information on how to become

a dealer call 1-866-553-2131

Our customer service representatives are

knowledgeable and available to assist you.

tunities to design or redesign your jobs so that an employee does a whole job right from beginning to end. Employees want to see the results of their work and to feel accomplishment and achievement. Give people responsibility and hold them ac-countable.Apply positive reinforcement – establishing formal reward and recognition programs works well in supporting a positive work environment, but employees also appreciate a simple thank you and/or a pat on the back. They want to feel valued. Then, when an opportunity arises, celebrate success and reinforce the positive behaviours that help to create a more collaborative workplace.Invest in training and development–encourage employees to become continuous learners so that they can try out different tasks or jobs. Offer inhouse training but also send employees to additional courses. Work with a local college to allow credit for your programs. Help employees learn how to manage change from a personal perspective so that continuous improvement becomes the name of the game.

Create flexibility – another positive workplace environment attribute is the ability for employees to have some sort of flexibility. Think about allowing flexibility such as different start times or coffee break time. Extend this flexibility to your benefit plan by offering the ability for employees to choose different benefits to more suit the personal needs.

Deal with issues–no workplace is per-fect, but a positive sense of energy will arise when employees see that issues brought to management’s attention are dealt with in a forthright manner. At the same time, training employees on prob-lem-solving strategies leads to more em-powerment and more employee synergy. Finally, attack and destroy negativity in the workplace as quickly as you can; nega-tivity can spread too easily and can disrupt any progress you’ve made.Communicate, communicate – employees want to know what is going on in their organization. Help them understand the big picture. Hold regular staff meetings, hold special meetings, send out informational emails—do everything

you can to stay connected with your employees. At the same time, don’t forget to celebrate your employee achievements and to communicate this throughout your company.Align human resource practices – a positive workplace environment won’t happen in a vacuum. You need to ensure that all of your human resource practices are aligned and support the development and maintenance of a positive workplace organization culture. This includes employee development, performance management, employee relations, compensation and rewards and recognition.

Your workplace environment, its person-ality or culture is one of the most signifi-cant reasons why potential employees are attracted to your organization and a key reason why employees will stay or leave. Re-view, plan and apply the suggestions above and be persistent in creating and maintain-ing a positive corporate culture.

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Water is a growing part of the beverage segment as greater product variety connects with an increased consumer desire for healthier options.

According to Nielsen convenience store data, the bottled water category has seen close to a 15 per cent jump in retail dollars over the last cou-ple of years. Euromonitor International’s report Bottled Water in Canada notes that retail volume sales increased by three per cent in 2014 to reach 2.4 billion litres.

“In 2011, the economy was top of mind with consumers but today it’s health,” says Chrystal Adkins, category manager, Nestle Waters Canada.

“As a result, the fastest growing segment of the Canadian beverage sector is water as more Cana-dians move away from sweetened beverages like juice and soft drinks.”

Within the water category, sparking waters grew by 20 per cent last year and is on pace to continue that trajectory because consumers not only want a healthy beverage, they want one that is enjoyable, flavourful and thirst-quenching, says Adkins. Nestle Waters Canada currently has

Canadians Thirsty For Water

HAPPY WATER PRODUCT AVAILABLE IN WATERBOX PACKAGING THAT IS 100 PER CENT RECYCLABLE AND USES

85 PER CENT LESS PLASTIC. HAPPY WATER IS NATURALLY ALKALINE LITHIA WATER WITH FUNCTIONAL MINERALS.

Nestle Waters also produces Nestle Pure Life Sparkling, a no calorie beverage available in five

flavour alternatives.


an 86 share of this segment with its leading brands Perrier and Sanpellegrino.

Nestle Waters also produc-es Nestle Pure Life Sparkling, a no calorie beverage avail-able in five flavour alterna-tives. Perrier Sparking Natural Spring Waters are also now available in five alternatives while the Sanpellegrino Spar-kling Fruit Beverage family recently added Pomegranate Orange flavour to its offerings.

“There is a new category now called alternate bever-age,” notes Chuck Arcand, corporate director of Cana-dian Marketing, Core-Mark International Inc. “Within the alternate beverage category there are functional bever-ages, which include vitamin waters. This category is really starting to just explode. We’re seeing growth year over year of our products going out in the neighbourhood of 30-40 per cent.”

Ninety-four per cent of the bottled water consumed in Canada is spring water but new products are starting to garner consumer interest. TRACE is a pure Rocky Moun-tain spring water infused with fulvic and humic ingredients.

“This rare organic plant matter found deep within the Rocky Mountain plain natu-rally turns the water jet black,” says Martino Campbell, presi-dent, Naturo Group Invest-ments Inc. “The infusion pro-cess organically forms a bond with vital nutrients resulting in pH balancing water over +8.5 that has zero calories and is full of electrolytes and es-sential trace minerals.”

As new products, such as GP8 Sportwater and RE7, which are geared towards ath-letics, are hitting the market,

According to Environment Canada, the entire bottled water industry uses just 2/100th of 1% of all annual water withdrawals in Canada.

Our members’ products are tested at the beginning and end of each production run as well as hourly during production to ensure the product exceeds all requirements.

Per capita annual consumption of bottled water equals one 3-minute shower using a standard shower head.

According to Plastics Recycling Update, in Canada the recycling rate for PET is over 70% for beverage containers.

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packaging innovations are also having an impact on the bottled water industry.

“There is a new company called Ice River Springs and they have their own fully inte-grated system where they can make and decompose their own bottles,” says Arcand.

“They’ve really looked at the whole ecological and environ-mental affects of bottled water and are trying to take a stew-ardship role.”

The bottled water segment is certainly growing and that has to do with the variety of products that the industry is putting on the market for con-sumers, says Jim Goetz, presi-dent of the Canadian Beverage Association.

“A lot of innovation is com-ing on the packaging side,” notes Goetz. “Most bottled water products come in poly-ethylene terephthalate (PET) plastic packaging, which is the most recycled and recyclable consumer packaging on the market today. New innovation is making the walling of the PET bottles thinner, using less packaging.”

Leading Brands Inc. has started marketing its Happy Water product available in Wa-terBox packaging that is 100 per cent recyclable and uses 85 per cent less plastic. Happy Water is naturally alkaline Lithia water with functional minerals. Happy Water, which derives its name from Lithia being considered a natural mood enhancer, was launched on the West Coast a couple of years ago and in response to its success, Leading Brands has started building a national distribution for the product.

“500 ml is the core size in the cooler, however, there are some consumers looking for a

larger single serve 1 L or mul-tipacks or a WaterBox,” notes Thor Matson, vice president, business development, Lead-ing Brands Inc. “Approximate-ly 35 per cent of consumers drink room temperature wa-ter so there is an opportunity to dedicate some warm space to water as well.”

Dedicating appropriate space in your store for water products is essential, says Matson.

“Out of stocks are very costly,” he notes. “As retailers assess their assortment, they need to provide variety for the consumer. Currently many sections are heavily stocked with processed tap water and lack local Canadian sourced natural spring waters. A good spring water is both alkaline and provides functional min-erals.”

As consumer interest in packaged water is growing, displays and point of sale (POS) are key category driv-ers, says Matson.

“Homescan data indicates that approximately two-thirds of households are buying wa-ter,” says Matson. “Many con-sumers enter the store looking for a cold beverage without a predisposed brand or product decision, thus a display can drive an impulsive purchase

Ninety-four per cent of the bottled water consumed in Canada is spring water

26 MAY / JUNE

and support inventory needs during peak selling times.”

Mac’s Convenience Stores understands the importance of offering variety to custom-ers.

“As well as single serve, we offer water in 1L, 1.5L, 4L, 12 pack, 24 pack and, in select stores, 18L jugs,” says Dave Greason, director of merchan-dising & marketing, Western Canada, Mac’s Convenience Stores Inc. “Water continues to be a growing segment and we increase our inventory as summer approaches.”

With the demand for water products growing rapidly, in-dustry experts are expecting a big summer as consumers be-come more and more sophis-

BOTTLED WATER IS NOW THE SECOND FASTEST GROWING BEVERAGE

IN THE CONVENIENCE CHANNEL.

ticated with their knowledge of beverages, says Josh Silver, VP marketing & communica-tions, UNIQUE Foods Canada Inc.

“There are many new wa-ter products coming out in terms of packaging and with additions to the water for different effects,” says Silver.

“ACTIVATE water is purified water with vitamins in the cap, which stay fresh until released into the water. Protein 2o is a water with protein in it and Aquahydrate is a water with electrolytes and a PH level of 9+. There are fancy bottles like that of Icelandic Glacial, which boasts a glacier-like bottle design that reminds the consumer of the fresh, non-polluted water from the glaciers of Iceland. Cocos Pure coconut water has come on strong of late as the coconut craze we’ve seen in the past

little while has settled in for good with the multiple health benefits of the island fruit de-livered to the consumer in a sleek 330 ml can.”

Bottled water is now the second fastest growing bever-age in the convenience chan-nel, says Kate Hillyar, manager, brand & business communi-cations, Coca-Cola Canada.

“Consumers are more edu-cated about the benefits of hydration and demand for all formats of water is increas-ing,” says Hillyar. “So, it’s very important to have both chilled and ambient water fully stocked to suit consumer needs.”

Concentrated drops are

continuing to increase in pop-ularity as consumers look for more ways to enhance bottled water, says Hillyar.

“We’ve seen the success with our Powerade Drops and this year we launched Minute Maid Drops, Fuze Tea Drops and new varieties of Dasani Drops,” says Hillyar. “We’ve seen demand increasing for all different formats of water: va-pour distilled, reverse osmosis and spring water. Flavoured and enhanced waters are be-coming more popular because they add a bit of excitement to water.”

Keeping a steady variety of water products in stock can

keep thirsty customers com-ing back for more.

“The best thing you can do,” says Arcand, “is build a pal-let display of water that you discount and mark down your margins on so that you go through a lot of volume and use it as a destination item for your store.”

THE BEST THING YOU CAN DO, IS BUILD A PALLET DISPLAY OF WATER THAT YOU DISCOUNT AND MARK

DOWN YOUR MARGINS.

28 MAY / JUNE

In the car wash industry, the “rubber meets the road” at the point where the cloth touches the vehicle. Taking shortcuts on quality or choosing the wrong type of material can quickly drive your business into the ground. You might save money initially, but the cloth will clean poorly, fray, and fall apart quickly. Quality cloth pays for itself in durability and repeat customers.

“While cleaning is really a combination of cloths and soap, it’s a lot easier and cheaper to change soap than cloth if something isn’t working, so you have to make the right choices in cloth in the first place,” says Tim Biagi, Manager of a Boise, Idaho Mister Carwash—the largest full-service car wash chain in the United States.

While a whole book could be written on the subtleties of various cloths and fabrics, a few quick pointers can serve to remind car wash operators of the basic, but important, elements to consider when replacing their cloths.

SixImportant Considerations for Selecting Cloth MaterialsSuccessful operators like Mister Car Wash build their success on careful cloth choices.

30 MAY / JUNE

ONE › › CLEANING ABILITYIn the carwash business, this is “job one.”For general surface cleaning, non-woven fabrics like polyester, nylon or polypropylene strike a balance of absorbing sufficient water/soap solution to clean the vehicle without getting too heavy. For example, the inherent stiffness of polypropylene sometimes prevents access to small nooks and crannies such as found around trim pieces.

For reaching into tight quarters, plush materials, like “cashmere-type” cloth, work better. These take ad-vantage of their tufted surface (like the nap on a rug) to squeeze into tight spots. These “tufts” range any-where from ? inch to one inch—the longer ones reach deeper, of course.

Carwash owners still have to be careful with plush materials, cautions Dan Pecora, an expert on cloth ma-terials and founder of Erie Cloth Manufacturing in Chi-cago, IL—a cloth and detailing supplier to the carwash industry since 1948.

Spoken in famed Yankee catcher Yogi Berra-fashion, “Too many is too much,” says Pecora. “For example, some owners go overboard and use 100 pieces of cash-mere, but should only put on about 50 on any one piece of equipment. Otherwise the nap absorbs a lot of water and gets too heavy.”

An over-saturated overhead cloth like cashmere could put too much weight on vehicles and risk dam-aging the vehicle.

TWO › › SOFTNESSWe all know that customers want their vehicles pampered like a spoiled cat. No scratching allowed.

Cashmere-type material makes for an ide-al choice, as its “fleeciness” washes cleaner over metal, glass, plastic, fiberglass and composites making it ideal for curtains and other applications.

“When it comes to softness, it’s hard to beat gentle foam,” says Todd Christopher, whose Classic Auto Wash in Allen Park, Michigan handles as many as 20,000 cars a month. “It doesn’t retain water and it never gets too heavy. The washing dynamics stay consistent and no swirls are left.”

THREE› › DURABILITYOperators understandably want their material to last a long time. But you have to strike a fine balance between getting your money’s worth and jeopardizing the finish on your customers’ cars.

“Some car wash operators want the toughest cloths they can get their hands on so they don’t have to order new ones for a long time,” notes Pecora. “For example, wide-slit hangdowns last longer, but they don’t clean as well as the thin slit.”

Not only does “cleanliness” suffer, but tacky, thread-bare, cloths reflect poorly upon your establishment.

“One guy had a cloth that lasted 20 years,” recalls Pecora. “I’m sure he was happy about stretching his dollar, but I’m not so sure about his customers.”FOUR › › COLOUROwners interested in branding opportunities can take advantage of cloths that match their logo. While it doesn’t have to be exact, maintaining the same hue helps. Quality counts here, as you want to make sure that the color will not fade through use.

“We use blue at three of the Mister Car Washes here in Boise,” says Biagi. “It’s not necessarily a major branding thing for us, but we do want to keep some consistency throughout the entire chain.”

Christopher takes a contrasting, but equally valid viewpoint, at his wash.

“Anytime I upgrade the cloth, I change the color to make sure people notice,” Christopher explains. “It tells them that I’m constantly improving and keeping my materials fresh.”

FIVE› › QUIETNESSCustomer perception is everything in marketing any service, and in the car wash business, customers equate “quiet” with “gentle.” A fast moving, heavy-laden cloth loaded with solution will hit the vehicle’s surface louder. If the customer is in their vehicle while being drawn through the tunnel, this can be quite disconcerting.

“Quietness is a big factor,” admits Christopher. “Even when the customer is not in the car, you don’t want anything loud on the car; it makes people nervous.”

“When it comes to stifling the racket, polyester is your better choice in cloth materials,” says Pecora.

SIX › › COST“Some owners just want the lowest price and they don’t care about quality,” notes Pecora. “Instead, viewing cloths not so much as a consumable, but as a capital asset, gives you a better perspective on getting a good return on your investment.”

“I also factor service into the cost equation,” says Bi-agi in summation. “All other things being equal, I want someone who can answer my cloth questions at six in morning. If I have a problem, I can call Erie and talk to a live person who can help me make a choice, right then. I also expect quick turnaround on an order, but not at the expense of quality.”

For more information, visit: www.eriemanufacturing.com

FOR GENERAL SURFACE CLEANING, NON-

WOVEN FABRICS LIKE POLYESTER, NYLON OR

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THE VEHICLE WITHOUT GETTING TOO HEAVY.

CONVENIENCE & CARWASH CANADA 31by: Rob Deal

32 MAY / JUNE

EMV – The New Global Standard to Reduce Credit Card Fraud

Does The EMV Update Make Your Carwash Site Secure?

For years, there has been a huge safety net supporting our credit card system. The card issuers, processors, and merchants have been absorbing the losses from fraudulent activity on our behalf. In 2012, the global credit card fraud stood at $11.2billion USD annually, up from $2billion USD in the year 2000 as reported in the August 2013 Nilson report. I find an interesting correlation that global credit card fraud is reported in US dollars, and the largest percentage of the global fraud (47%) occurs in the USA. The credit card issuers and processors want this to stop. By now, most of you know about the EMV liability shift that the credit card processors and card issuers have mandated into the market place. What you may be aware of are the key components that you need to insure that you carefully select the right suppliers to protect your credit network and your customer’s cardholder data.

This shift is about financial liability. The issuers want the pro-cessors to be liable for the fraud. The processors want the mer-chant or retailer to be responsible for the fraud, and the consumer just wants the fraud to stop altogether. The liability shift is a way

for the processor and the credit card companies to recover the costs of fraud by charging the non-complying merchant fines of up to $25,000 per credit card transaction that results in a data breach. If you don’t take the recommended steps to protect the cardholder data and the credit card network, you become liable.

The EMV liability shift for the Canadian market began with the introduction of the chip-based credit cards. In 2003, this new standard began when the United Kingdom and Europe migrated from magnetic stripe credit cards to chip-based cards requiring a 4-digit pin. Europay MasterCard Visa (or EMV) was created by the consortium of MasterCard, Visa, JCB (Japan Credit Bureau), and American Express in order to create global credit card process-ing standards. This new type of credit card and payment method helped reduce the credit card fraud by nearly two-thirds within two years. The success of this trial in Europe has encouraged the rest of the world to migrate from the current cards and processing standard to this new format so that the world can be on a single processing platform again.

by: Rob Deal


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34 MAY / JUNE

The process of EMV migration covers three main areas of the credit card eco-system: 1. Hardware components (credit cards and

terminals at retail locations) 2. Software (EMV commands to process chip cards) 3. Payment application (where the real difference

occurs for EMV processing and data security). Canada began a voluntary rollout in 2008 to this new system, which became mandatory in 2014. Since the voluntary rollout of this liability shift, Canada has seen the reduction in fraudulent card activity by skimming data from cards drop by more than 72 per cent. The United States is the last major developed country to migrate to the new EMV standards and will start a three-year process beginning this October with the hope that it will significantly reduce the fraudulent activity.

EMV – Isn’t New TechnologyThe EMV shift has created a great deal of confusion in the market place. It is very important to understand that all EMV devices and payment applications are not the same. It is possible to adhere to the new standards and insure that you are safe from the fraud

liability, while still having credit card fraud and data breaches on your credit card network. We only need to look at the big box retailer Target to see the consequences of credit card data breach. That data security breach cost Target more than just the fines that they were responsible for – it cost them customers. Target lost long-term customers over this breach because customers feared that their information was not secured. There sales have been negatively affected, and they have had to dig deep into their pockets to get back customers that once were theirs. You need a very thorough understanding of what your hardware supplier and payment application provide in order to understand exactly what you are protected from, not only against the liability of a data breach, but of the other consequences that come with a breach.

EMV – A Lesson in New TerminologyThe goal of this article is to clear up as much of the confusion as I can, and my intention is to provide you some good basics for your research. The EMV shift has created a new batch of acronyms and we should learn what they mean to retail operations. Since I have already covered the meaning of EMV, let’s add to your terminology

THE UNITED STATES IS THE LAST MAJOR

DEVELOPED COUNTRY TO MIGRATE TO THE

NEW EMV STANDARDS AND WILL START A THREE-YEAR

PROCESS BEGINNING THIS OCTOBER


so that you can learn even more about the payment card industry (called PCI) and be ready to ask your merchant services provider good questions.• PCI SSC – Payment Card Industry Security Standards Coun-

cil• PA-DSS – One of the most critical components of your pay-

ment application is the data security. Make sure your payment application from your processor is on the PCI Security website as an approved application under PA-DSS (Payment Application, Data Security Standard). https://www.pcisecuritystandards.org/

• SRED Compliance – Secure Reading and Exchange of Data. This key part of the payment application tells you if the data that is captured at the point of interaction (card reader) is protected against attempts to decrypt the data, and part of a comprehen-sive P2PE payment application.

• P2PE – Point-to-Point-Encryption. This application of encryp-tion happens at the point of interaction (card reader) to protect cardholder data from detection devices (skimmers).

• VP2PE – Validated Point-to-Point-Encryption. This version of point-to-point-encryption is more secure and robust as this ver-sion encrypts the data at the point of interaction, and keeps the cardholder data encrypted all the way to the processor, where the processor decrypts the data sends back a validated transaction response. This eliminates the ability for data detection devices to be put in the system to steal cardholder data.

The EMV SummaryThe EMV process is not one that is easy, nor is it straightforward. This is a subject that is best digested in smaller bites to get through the details without getting a migraine. The PCI and EMV guidelines for this process are not easy to complete, and the manufacturers of the card reader hardware, along with the payment application software, constantly struggle with changing rules. The suppliers of the POS systems struggle with the insufficient supply of hardware that is certified on the payment application, and the retailer struggles to understand the entirety of the process and what their responsibility is. When evaluating POS/Car Wash entry systems, look for manufacturers that sell equipment that is:• PCI-PA/DSS compliant• SRED Compliant• Validated P2PE payment application for credit and debit card

processing• EMV hardware that is PCIv3.0 or later for compliance thru 2021.

All this should help you get started on the path to protect your credit card network and customer data, as well as shifting the financial liability back to the processor. After looking at all this information, you should be aware of this next point — Apple has introduced the consumer to a mainstream mobile payment system called Apple Pay based on the NFC (another new term!!!) or Near Field Communications; sometimes known as Tap and Pay or PayPass (a MasterCard product). When Apple Pay is released in Canada, in November 2015, your car wash customers will be

looking for a way to use the Apple Pay capability with their Apple iPhone 6 or 6Plus. Millennials will seek out retailers that will offer this capability. More than 30% of all smartphones in the Canadian market are Apple iPhones. In fact, two-thirds of all mobile payments in the US are on Apple devices. In addition, new mobile payment applications are coming fast for Android, Microsoft, and BlackBerry phones as well, so you will need to be prepared to accept this payment functionality in the very near future.

You can make sure your car wash cus-tomer is safe, secure, and confident by of-fering them the most secure hardware and a validated and encrypted payment appli-cation. Just making the shift to the EMV solution alone does not offer the best se-curity for your car wash consumer and your credit card network. Be smart and informed and as the quote from poet Thomas Tusser in1557 suggests, “a fool and his money are soon parted”…don’t be fooled about the shift to EMV because the cost for not being fully informed can be very expensive.

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Chemical Equation2015’s compendium of leading Carwash Chemical suppliers. When it comes to getting vehicles clean elbow grease and bit of hot water just won’t cut it. Carwash opera-tors turn to chemical companies for the products that make cars and trucks shine. Today’s slate of soaps and degreasers are more environ-mentally sensitive, less costly to utilize and more effective than ever. The upshot is that these car care products are essential to creating a wash business that generates cus-tomer satisfaction and repeat trade. Clean cars mean happy customers and that means profitable business.

Blendco Systems

Blendco Systems manufactures and

supplies a full line of transportation

cleaning products, including formulated

power and liquid carwash detergents,

patented SuperSat® Custom Detergent

Systems and RedRhino® sealants and

protectants. Blendco Systems has been

providing the professional carwash

industry with innovative carwash

detergent solutions for more than 35 years.

Blendco prides itself on providing excellent

service and support to customers with its

highly trained carwash professionals and

its outstanding network of professional

distributors. Blendco professionals work

with carwash operators to show just

how Blendco products can improve their

wash and clean better while saving them

time and money. Blendco continues to

differentiate itself from the competition

by producing only high quality detergents

and car care products and by creating

innovative approaches to dispensing these

products. Blendco Systems is a division of

DuBois Chemicals, a leader is sustainable

cleaning solutions since 1920.

38 MAY / JUNE


Kleen-Rite

With over 50 years in the car wash

industry, Kleen-Rite has become a trusted

source for car wash parts, supplies and

chemicals. Customers benefit from Kleen-

Rite’s buying power with some of the best

prices in the industry.Kleen-Rite is your one-stop shop for car

wash soaps, waxes and chemicals. The company suggests that if you are buying from another outlet, you may be paying too much for soap. Check out Kleen-Rite’s Monster Soap Special where customers who buy three get one free till the end of June, 2015. Stock up now on all 5 Gallon self-serve ultra-concentrates.

For more information call (800) 233-3873 or visit www.kleen-ritecorp.com

Mondo Products Co. Ltd.

Mondo Products Company Limited

has been in Business Since 1970. Today,

they are celebrating 45 years serving

Canadian customers and looking forward

to the next 45. Mondo Products currently

supplies over 75 per cent of the Canadian

market. Mondo supplies a full line of

cleaning chemicals for all types of car

washes. They also supply and service a

full line of car wash equipment. National

multi-site operators currently include,

Petro Canada (Suncor Energy), Esso

(Imperial Oil) and Pioneer Petroleum .

Lustra Car Care

Lustra Car Care Products is a division of

Cleaning Systems Inc. an innovator of

high quality products for nearly 40 years.

CSI/Lustra has distribution partners

throughout the USA, Canada and 26

other countries. Their goal is to provide

each and every car wash operator with

products of the highest consistency from

which to insure the optimal performance

and expectation of their customers.

CSI/ Lustra was the first chemical

manufacture that clearly understood

the challenges of touchless cleaning and

quickly became the prominent choice of

many car wash operators and equipment

manufactures. In the past five years CSI/

Lustra introduced the first of its kind

Ultra Concentrated product line with the

unique Ultraflex delivery system. CSI/

Lustra continues to bring new chemical

products and in-field support to the

market in helping operators enhance

their customer’s experience and drive

profitability. For more information visit:

www.LustraBear.com.

40 MAY / JUNE

MORE Carnauba...

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42 MAY / JUNE

Installation of Underground Liquid Storage Systems

Installation of Aboveground Storage Systems for Motor Vehicle Fueling

Installation and Testing of Vapor Recovery Systems at Vehicle Fueling Sites

Testing Electrical Continuity of Fuel Dispensing Hanging Hardware

Inspection and Maintenance of Motor Fuel Dispensing Equipment

Overfill Prevention for Shop-Fabricated Aboveground Tanks

Design and Maintenance of Fluid Distribution Systems at Vehicle Maintenance Facilities

Installation of Bulk Storage Plants

Inspection and Maintenance of UST Systems

Installation of Marina Fueling Systems

Storage and Dispensing of Diesel Exhaust Fluid (DEF)

Testing and Verification of Spill, Overfill, Leak Detection and Secondary Containment Equipment at UST Facilities

Design, Installation, Service, Repair and Maintenance of Aviation Fueling Systems

Design and Installation of Fueling Systems for Emergency Generators, Stationary Diesel Engines and Oil Burner Systems

RP100

RP200

RP300

RP400

RP500

RP600

RP700

RP800

RP900

RP1000

RP1100

RP1200

RP1300

RP1400

• 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• All titles available in print or as secured PDFs• Online testing offered for all titles

www.pei.org/rp

RECOMMENDED PRACTICES

Design, Installation, Operation and Maintenance of CNG Vehicle Fueling FacilitiesRP1500

PEI Recommended practices are available in either print or PDF format. ($40 for PEI members/government regulators - $95 for nonmembers.)

Combo packages of print and PDF formats are also available.

Aside from the outward appearance of the fueling island, CNG fueling facilities have little in common with traditional liquid motor fuel storage and dispensing systems. This new document presents basic information about CNG fueling systems, including the following: potential hazards; terminology; types of systems; concepts involved in planning and designing systems; construction techniques used to build systems; and steps required to properly operate and maintain systems.

NEW

PEI_CCCad_RPs2.indd 1 4/21/15 1:10 PM


Installation of Underground Liquid Storage Systems

Installation of Aboveground Storage Systems for Motor Vehicle Fueling

Installation and Testing of Vapor Recovery Systems at Vehicle Fueling Sites

Testing Electrical Continuity of Fuel Dispensing Hanging Hardware

Inspection and Maintenance of Motor Fuel Dispensing Equipment

Overfill Prevention for Shop-Fabricated Aboveground Tanks

Design and Maintenance of Fluid Distribution Systems at Vehicle Maintenance Facilities

Installation of Bulk Storage Plants

Inspection and Maintenance of UST Systems

Installation of Marina Fueling Systems

Storage and Dispensing of Diesel Exhaust Fluid (DEF)

Testing and Verification of Spill, Overfill, Leak Detection and Secondary Containment Equipment at UST Facilities

Design, Installation, Service, Repair and Maintenance of Aviation Fueling Systems

Design and Installation of Fueling Systems for Emergency Generators, Stationary Diesel Engines and Oil Burner Systems

RP100

RP200

RP300

RP400

RP500

RP600

RP700

RP800

RP900

RP1000

RP1100

RP1200

RP1300

RP1400

• 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• All titles available in print or as secured PDFs• Online testing offered for all titles

www.pei.org/rp

RECOMMENDED PRACTICES

Design, Installation, Operation and Maintenance of CNG Vehicle Fueling FacilitiesRP1500

PEI Recommended practices are available in either print or PDF format. ($40 for PEI members/government regulators - $95 for nonmembers.)

Combo packages of print and PDF formats are also available.

Aside from the outward appearance of the fueling island, CNG fueling facilities have little in common with traditional liquid motor fuel storage and dispensing systems. This new document presents basic information about CNG fueling systems, including the following: potential hazards; terminology; types of systems; concepts involved in planning and designing systems; construction techniques used to build systems; and steps required to properly operate and maintain systems.

NEW

PEI_CCCad_RPs2.indd 1 4/21/15 1:10 PM

Unattended Fueling and Unattended Convenience Store RetailingWhat is and what could be coming soon to a site near you.

For the past 20 years we have seen two trends drive unattended fueling in Canada. The need

for smaller fueling stations with lower overhead in rural Canada. As large oil companies have

followed Canada’s populations to the larger cities they have pulled out of smaller towns. This has

created opportunities for independents or wholesalers to move in. Many independents have used

unattended fueling as a way to stay in lower volume areas. Then in the last 10 years especially in

Western Canada the resource industry has taken a lot of Canada’s labor resources. Finding employees

for retail service stations has been difficult. Western Canada has used immigration programs to find

employees and many others have relied on extended families.

by Jeff Burton, AGI Envirotank

44 MAY / JUNE

Unattended fueling and convenience can help retail-ers deal with the above forces. Unattended Fueling is well established in Canada. There are numerous vendors in Canada that have product offerings for unattended fueling. Many unattended fueling systems have been mounted on aboveground tanks. Aboveground tanks are not for every site but they are mobile. They are an asset that can be easily moved or relocated. AGI Envirotank in Biggar, Saskatchewan calls their unattended fueling station the Ghost Station. Unattended fueling stations like the Ghost Station train the general public right at the card lock to meet provincial and national fire codes. This training is time stamped and documented which is better than a lot of manual systems. This training has allowed the general public to legally purchase fuel with Credit or Debit cards. Some system even have cash acceptors but it is not common because of the security concern of storing cash at an un-attended site.

Jeff Burton from AGI Envirotank believes that the next step in unattended fueling is offering full service at unattended fueling sites. “It is cold in Canada in the winter. Who really wants to get out of their car in the snow and wind” states Jeff. Many companies have been working on robotic fueling systems for service stations but the early systems have been expensive proprietary systems that independent retail service stations owners could not afford. Early robotic fueling system vendors had dreams of selling these systems to corporate major oil companies for a lot of money. The problem is that large corporate companies are conservative by nature so the technology has never taken off. There has, howev-er, been a new generation of robotic fueling systems that

use common industrial robots that are affordable. These system can be installed for less than the wages of two full time employees over a period of two years. Systems that uses common industrial robots that work with regular dispensing equipment and have a 2 year pay

SYSTEMS THAT USES COMMON

INDUSTRIAL ROBOTS THAT WORK WITH

REGULAR DISPENSING EQUIPMENT

AND HAVE A 2 YEAR PAY BACK.


“Convenience & Carwash Canada is one of the most trusted and relevant industry publications available in Canada. The content is always on topic for our industry and that goes a long way in helping our Retailers and Dealers grow and remain competitive in this ever changing industry of ours.”

Find out how our advertising partners can help by offering you products,

solutions and great advice. Tell us what topics you would like to see at:

www.convenienceandcarwash.com

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JUST ASK PETER HOW CONVENIENCE & CARWASH CANADA HELPS BUSINESSES GROW

The largest Canadian Owned and Operated C-Store and Carwash Magazine

back. The robot works by placing a RFID tag sticker on the wind-shield of your car. This tag contains the location of your fuel inlet and the type of fuel you like.

While Unattended Fueling can be found in most provinces in Canada Unattended Convenience Store Retailing is new but within reach. Many national chains like Home Depot and Canadian Tire are already training Canadians with their self-checkout systems. Shelfx has developed a Micro Market that is completely unattend-ed. The system consists of locked vending cabinets, software and load cells. The end user walks up to the vending cabinets and uses their card to open the doors. Once the doors are open they simply take whatever they want out of the cabinet. The software knows who is taking goods from the card access and what they are taking from the load cells within the shelves of the cabinet. Each product has a unique weight within the shelves and the software knows what the purchaser has taken from the weights of the product. For the purchaser it is a transparent system. The purchaser hardly knows the transaction is taking place. From the C-store owners perspective it is good because there are not the moving parts or the waiting time in a vending machine. The closer the experience is to a manned C-store the better.

The final stage of a complete Unattended Fueling and Conve-nience Store is warping all the above in one attractive package. Some vendors place their aboveground tanks in fiberglass boxes to make them look better. Jeff Burton from AGI Envirotank suggests making a building around your tank with Lexan or Polycarbonate. The same material that signs are made of. The building can then be backlit to create a very inviting store front. The building material is inexpensive and easy to update if it ever gets looking old, damaged, or the store owner wants to update their image.

46 MAY / JUNE

The Internet has revolutionized pretty much every aspect of modern retail operations — from the way we purchase day-to-day items to the way we transmit critical data. Gone are the days of mechanical pumps and registers at gas stations. Today’s retail fuel stations and C-stores deploy a combination of interconnected equipment and applications that rely on telecommunications technology to perform essential functions, including payment authorization and fuel tank inventory monitoring. The challenge for retail operators is to stay abreast of the emerging technology, such as today’s cloud-based services, and to ensure their site is operating in a profitable and secure manner.

The Cloud and Retail FuelingWhat originated as a fundamental concept to simply provide shared access to computer resources through a large network, has evolved into the transformative technology that we know

How Today’s Fuel Sites Can Harness the Potential of Cloud-Based Technology

by: Mike Buck, MyTankInfo

One of the benefits of cloud-based applications, including MyTankInfo’s fuel management software shown here, is the mobile access users have to critical programs.

as cloud-based computing today, and it is influencing almost every major industry, including retail petroleum. For the uninitiated, understanding what the cloud is all about can be like fumbling your way through the fog. Here’s a quick explanation:

Think of the cloud as a warehouse full of computers loaded with software, applica-tions and data that enables users to rent only the exact amount of storage space and data use they need. Cloud-based systems center around three main concepts — In-

frastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS). Software developers utilize IaaS and PaaS to create SaaS programs, which are used by end-users. For example, MyTankInfo, a cloud-driven tank monitoring supplier, utilized a PaaS to design and deliver a SaaS fuel management interface to fuel retailers. Marketers use MyTankInfo’s SaaS fuel management software to monitor the inventory levels in their fuel tanks.

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FIVE ADVANTAGES TO CLOUD-BASED SYSTEMS1 Lower IT costs. Cloud-based systems reduce IT infrastructure, staffing and

energy costs.

2 Mobile management capabilities. Imagine being able to check your site’s fuel inventory from your phone or home.

3 Simple scalability. Expansion is made easier and more cost-effective through the cloud’s unlimited data storage.

4 Reliable data backup and recovery. End users experience a resilient net-work through a sturdy, redundant architecture.

5 Instant and convenient upgradability. End users’ maintenance burdens are significantly reduced through technological and security upgrades that are seamlessly deployed.

Cloud technology is becoming increas-ingly pervasive. In its 2015 roundup of Cloud-Computing Forecasts and Market Estimated, Forbes reported that, globally, spending on Service-as-a-Software will grow 21 percent by 2016, reaching $106 bil-lion in revenue. Within the retail fuel and C-store industry, site operators are seeing more and more cloud-based point-of-sale

and fuel inventory management systems being introduced to the marketplace.

These cloud-based systems bring many benefits to C-store managers and fuel retailers. Cloud-based solutions are ex-tremely cost-effective and user-friendly. Because a third party hosts the service, cloud-based applications live on the In-ternet rather than on a local computer or

company server. This enablers users to access interface almost anywhere a web browser is available — PC, laptop, smart-phone or tablet.

Cloud-based utilities are also extreme-ly scalable, allowing businesses to shift away from large investments in hardware and software to instead pursue “per-use service-based models.” For example, My-TankInfo’s fuel management solution is subscription-based and enables the end-user to choose the service package — fuel inventory, environmental compliance and/or reconciliation — that is right for them. This approach enables retail opera-tors to buy only the services they need.

Cloud service technologies also signifi-cantly reduce the amount of internal IT resources — both staffing and IT infra-structure — needed to manage a retail fuel site. As such, cloud-based solutions can be particularly attractive to smaller, in-dependent single-store retail operations, enabling them to focus on core business operations rather than ongoing IT main-tenance issues.

48 MAY / JUNE

How Secure Is Your Site’s Data?Whether operating over a cloud-based application or a more traditional hardware-based application, data security needs to be a top priority for fuel retailers and C-Store operators. At the 2014 NACS show, Kevin Thompson, a Verizon risk and intelligence researcher, reported that small retailers are more vulnerable to data thieves who infiltrate the computers inside POS registers than any other type of data breach. However, recent research revealed that tank-gauging equipment also is vulnerable to data security threats.

Earlier this year, the IT security firm Rapid7 released findings from research it conducted about the security of au-tomatic tank gauge data. After conducting a quick Internet-wide scan of automatic tank gauges, Rapid7 identified 5,800 ATGs at retail gas stations, truck stops and con-venience stores that were vulnerable to hacks. The research showed that these lo-cations had routers with an open firewall port to an ATG with no passcode securing the connection.

Hackers who penetrate the system via the open port could cause the tank gauge to malfunction in numerous ways: by lock-ing users out of the tank gauge, manipu-lating critical inventory data to skew fuel supply levels, or triggering compliance alarms to shut the system down. Hackers could alter the inventory data to indicate that there was more fuel in the tank than what is legitimately in the tank, causing the site operator to order an inventory re-supply short of what he needs, and put him or her at risk of running out of fuel. Worse yet, the hacker could alter the inventory data to show less fuel in the tank than is

How Secure Is Your Tank Gauge?

1 Does your tank gauge utilize a fetch/polling approach that requires an open port in the firewall and a static IP address for data collection?

2 Are electronic firewalls protecting data-sensitive areas of your network?

3 Are strong passwords enabled?

4 What security protection does your technology provider offer?

The experts at MyTankInfo can help you evaluate the security of your site’s tank monitoring equipment and offer solutions for improving it. Call (913) 951-1493 to learn more.

In 2012, MyTankInfo developed a cloud-based, hardware-enabled fuel management software solution.

MyTankInfo’s cloud-based fuel management solution utilizes the more secure “push” technology to transmit inventory information, as opposed to a “fetch/polling” method. Because MyTankInfo’s hardware does not host inbound communication requests, data cannot be breached.

what actually there and, during resupply, cause a release as the tank is overfilled (overfill shutoffs should be in place but are not always used). All told, hackers could cause devastating regulatory, safety and financial consequences.

Some fuel retailers are reluctant to adopt a cloud-based POS or fuel man-agement solution, fearing the security of sensitive information on third-party serv-ers. However, the reality is that traditional hardware-based applications may be more vulnerable to attack than cloud-based solutions. For example, many traditional automatic tank gauge monitoring systems utilize a “fetch/polling” approach, wherein a site’s network has an open firewall port to allow the monitoring company to retrieve the inventory information from the auto-

matic tank gauge. If a mon-itoring company can get in through the open firewall port, so can a hacker.

Petroleum equipment solution providers are working to develop more secure systems. The My-TankInfo cloud-based fuel management solution, for example, doesn’t utilize a “fetch/polling” approach. Rather, the hardware “pushes” the tank gauge

data to the secure/world-class servers of MyTankInfo’s cloud-based application, where users access their tank inventory information. Because MyTankInfo’s con-nectivity hardware does not host inbound communication requests for the purposes of polling an ATG, unauthorized users are unable to compromise the security of tank gauging data.

Best Practices for Preventing a Security BreachSome small- and medium-sized retail operators falsely believe their sites are safe from a security breach because hackers only target the “big fishes.” This is a dangerous misconception; today’s data thieves use automated hacking tools to infiltrate as many networks as possible – regardless of size or type. One security study found that 90 percent of data breaches impact small businesses.

While many smaller fuel retailers and C-Store operators often don’t have the luxury


of a large technology budget, there are sev-eral fundamental “best practices” they can follow in order to help protect their site from a hacker:• Stay vigilant. While PCI compliance is es-

sential, it can create a false sense of secu-rity. Compliance with the Payment Card Industry Data Security Standard does not guarantee against intrusion, as several major PCI-compliant retailers who have suffered data breaches can attest to.

• Commit to increasing your awareness of current data security issues and review your site equipment’s security protocols.

• Institute redundant technologies to cre-ate layered barriers. For example, POS systems that utilize encryption and to-kenization approaches to data security help to minimize security weaknesses. Each additional barrier creates a new, potentially insurmountable challenge for would-be hackers.

• Limit the number of employees autho-rized to perform administrative tasks.

• Keep your site’s technology as current as possible. From initiating measures

to make your POS EMV compliant to in-stalling the latest site controller firmware from your petroleum equipment manu-facturer, updated technology is essential. Low-cost cloud-driven solutions make this easier than ever before.

ConclusionWhile working with changing technology may seem overwhelming at times, it’s a reality of modern retail operations. Thankfully, there are industry resources available, like MyTankInfo, to help. From meeting environmental compliance standards to implementing data security strategies, fuel site or C-store operators who align themselves with trusted equipment and service partners – from certified third-party IaaS providers, to equipment manufacturers and authorization networks – position themselves to best adapt to this changing technology environment in a simple-to-integrate and cost-effective manner.

About the Author:Mike Buck is Vice President of Kansas-based MyTankInfo, which delivers fuel management and fuel site monitoring solutions to the commercial and retail petroleum marketplace. He can be reached at [email protected]

For more information about MyTankInfo, visit: mytankinfo.com

50 MAY / JUNE

AGI would like to introduce you to our UNATTENDED aboveground service station. The Ghost Station consists of a DOUBLE WALL Envirotank with a card reader capable of processing CREDIT CARDS, DEBIT CARDS and Private Cards. The Ghost Station will allow you to

The Ghost Station ships as a TURNKEY SYSTEM.Everything required to MEET THE FIRE CODE can be included. (Signs, collision protection, �re extin-guishers….)Once delivered to site the system can be up and running in days.Because everything is aboveground it is an asset that can be RELOCATED if required.

The card reader accepts DEBIT, VISA, MASTER CARD, Discover, American Express, and private cards.Monitor your Ghost Station from any remote PC with a modem.Remotely retrieve sales, change pricing on dispensers, activate cards, deactivate cards and give customers discounts.Export data into your existing accounting system or use the windows software included with the card reader.

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CONVENIENCE & CARWASH CANADA 51by: Patrick Jeitler, Product Manager, Wayne Fueling Systems

Understanding Meter Calibration for Retail Fuel Dispensers

Over the last century, typical fuel dispensing equipment – more commonly referred to as a gas pump

– has undergone tremendous evolution, turning this once simple device into a high-tech machine. Today’s

dispenser can not only blend many different grades of fuels from two feedstock grades and securely process

credit and debit transactions, but also interface with a variety of point-of-sale systems, connect to the

internet, and play media.

52 MAY / JUNE

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Yet at its core, the fuel dispenser is a precision measuring device. It is required to accurately measure fuel to at least .005 ml/Liter dispensed while operating at flow rates up to 38 liters per minute. While there are a few ways to measure the fuel to this level of accuracy, the most common type is the piston meter. With this type of meter, measurement of flow is determined by the displacement of each cylinder, rep-resenting a known quantity. As fuel pumps through the meter the piston moves back and forth, which rotates the output shaft. The fuel flow has a direct and substantially constant relationship to the rotation of the output shaft. By connecting the output shaft to the pulser assembly, the rotary movement of the meter can be converted into electrical pulses which are counted by the dispenser’s computer.

Just like the piston rings in a car, the internal piston seals wear, and the meter loses accuracy over time. This deprecia-tion is what is known in the industry as

“meter drift”. In most cases, meter drift causes more fuel to be dispensed than is

Newer meter designs, such as the axial flow meter, eliminate the pistons altogether. Instead, the

fuel is pushed through a set of interconnected spindles with very tight clearances between the

spindles and cylinder walls.

calculated – resulting in revenue loss to the retailer. While the loss per meter is relatively small, in sum and over time it may result in several thousands of dollars lost. Websites like www.stopfuelloss.com help calculate lost revenue based on sev-eral parameters.

Luckily, the meters in a fuel dispenser can be readjusted, or calibrated, to com-pensate for the wear and tear of the inter-nal piston seals. Measurement Canada, the governing body responsible for developing and administering measurement stan-dards and certifying measuring devices, currently requires a fuel dispenser to have accuracy within +/- 100 ml for every 20 li-ters of fuel dispensed.

Measurement Canada and its Autho-rized Service Providers inspect all mea-suring devices intended for use in trade. Inspections are performed before a device is first used in trade, and periodically dur-ing its lifetime, to ensure consumer and business confidence in the fairness and accuracy of measurement-based transac-tions. Inspections are part of a thorough


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process of measuring device evaluation, approval, and monitoring. (Measurement Canada website, February 6, 2013)

So how does meter calibration work? A certified test measure is used to validate the ac-curacy of the dis-penser during the verification check. A test measure is essentially a rigid steel container with a graduated glass tube in which a zero mark on the tube indicates exactly 20 liters. Before calibration may begin, the technician performing the calibration must ensure the test measure is on level ground, or the reading of the graduated glass tube will be incorrect. In addition, he or she must take care not to pump too fast once the can fills, or one risks spilling a few drops of fuel requiring the procedure to be started over.

To initiate the test, the steel container

has to be wet, which is accomplished by fill-ing it with fuel and then draining the can for 20 seconds. This process ensures that the first reading is the same as all subse-

quent readings. Next, the service provider fills the container with fuel watching the gross and net volumes displayed on the fuel dispenser. Then he or she stops fuel flow at exactly 20 liters gross vol-ume. The net volume

displays the temperature compensated value. During the calibration test, the tech-nician uses a calibrated temperature probe and manually calculates the net volume comparing it to the indicated net volume; thereby verifying functionality of the tem-perature sensor built into the dispenser.

If the test measure reads within 100 ml, the dispenser is within the acceptable stan-dard range as determined by Measurement Canada and no further action is required.

Outside of this range, recalibration is re-quired. Each dispenser manufacturer has different procedures to adjust meter ac-curacy. Some companies compensate elec-tronically while others require mechanical adjustments. During calibration, the meter must be calibrated to zero, meaning exactly 20 liters. Setting it slightly higher or lower is not allowed under Measurement Canada’s regulations. Once the meter is calibrated, the authorized service provider seals the calibration port with a lead seal.

Typically, the meter is tested at both slow- and fast-flow rates. A large disparity in ac-curacy between the two speeds indicates a meter that is worn beyond calibration capa-bilities and requires replacement.

The ideal temperature to calibrate me-ters is around 15 degrees Celsius. Tempera-ture compensation calculation becomes difficult as the fuel changes temperatures while it flows from the underground stor-age tank into the calibration can. Extreme cold or heat can cause the metal test con-tainer to expand or contract. This causes inaccuracies, which have to be compen-sated mathematically. Also during the cali-bration test, fuel evaporation, which varies by temperature, can contribute to less than perfect measurements.

The frequency of calibrating fuel meters depends largely on the volume of fuel dis-pensed through the meters. Piston meters wear down and drift continuously. Mea-surement Canada prescribes a two-year test cycle, but many retailers choose to verify their calibration more frequently in order to curb fuel loss, and consequently revenue loss.

Newer meter designs, such as the axial flow meter, eliminate the pistons alto-gether. Instead, the fuel is pushed through a set of interconnected spindles with very tight clearances between the spindles and cylinder walls. Without the friction found in piston meters, the internal components are not subjected to abrasion allowing the meter to maintain its accuracy for years in-stead of months. Furthermore, this new ax-ial flow technology requires 30 percent less pressure, which may yield up to a 20 per-cent increase in flow rate. The meter helps to reduce the time it takes for customers to fuel their cars, which means they spend less time at the pump. When turnover at the pump is faster, retailers have the ability to serve more customers. And what retailer doesn’t like to have more customers?

CANADA PRESCRIBES A TWO-YEAR TEST CYCLE, BUT MANY

RETAILERS CHOOSE TO VERIFY THEIR CALIBRATION MORE

FREQUENTLY IN ORDER TO CURB FUEL LOSS, AND CONSEQUENTLY

REVENUE LOSS.


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Fuel storage tank testing, leak detection, monitoring, and remediation have been, and continue to be extremely well addressed in the industry. There are many experts (manufacturers and contractors) in the field that are providing a great deal of information about a variety of solutions to that part of the fuel storage system. Until recently there has been very little discussion about the containment in the rest of the system… the containment sumps under dispensers, in pipe transition areas, and over the tanks for UST and AST’s.

U.S. Environmental Protection Agency will likely soon publish a revision to CRF 40 Part 280, which will include a requirement for pe-riodic testing of the entire system, including containment sump fuel tightness testing. Whether driven internally or by regulatory bodies, many fuel storage site owners have begun regular testing and mainte-nance programs that address the fuel tightness issue. The vast major-ity of containment sumps at sites in the US and Canada have probably never been tested though, relying more on visual inspections or sensor monitoring to drive any required maintenance decisions.

by: Paul Reber, National Sales Manager, Icon Containment Solutions, LLC

Fuel Storage Containment Sump Maintenance.

Who’s talking about it?


lutions that don’t necessarily require exca-vation and replacement.

Also, it is obvious and good to remember that beyond the environmental and regu-latory compliance issues, introduction of water into a sump is the most basic cause of equipment corrosion. Eliminating wa-ter/moisture in the STP sumps is really corrosion prevention.

So, you may be saying now… “I already knew all that. What is the solution?” The options are pretty straightforward gener-ally. (A.) Replace the equipment (sump, fittings, pipe, etc.) with improved designs and materials and installation guidelines; or (B). Maintenance and repair the exist-ing equipment without replacement.

I’m going to address maintenance here, since it is the most cost effective option when applicable. Many site owners are becoming more aware of the various solu-tions to leak problems that don’t require the larger expense and site intrusion of re-placement and reconstruction until that is part of their overall plan and budget. As a bridge to replacement/reconstruction, there are a number of very cost effective and successful maintenance and repair product applications for all of the prob-lems mentioned previously, literally from top to bottom.

Repeated pumping of water from a sump when the sensors go off or from inspections is not the best solution and never really addresses the cause of the leak, which is the true environmental risk. The maintenance and repairs options we’re go-ing to mention are more permanent fixes to the leak causes.

Tank sumps are easier to repair than dispenser sumps just by nature of the size of the access. The challenge in dispenser sumps is the limited access. Unless the dispenser sump is shallow enough that the floor can be reached through the dis-penser panel openings, the dispenser must be shut down and removed from the base. The sump riser pipe bracketing is loosened

and the pipe risers are pushed to one side or the other to allow a technician to reach in for easier access and repair. Although this may be a challenging effort on the part of the technician, the work is feasible and much less intrusive and costly than excavating and replacement of course. It's a significantly faster option as well.

Many contractors are hiring and train-ing personnel specific to this type of main-tenance. And “maintenance” is really the definition of this type of work because there is no structural replacement of the system. All major components remain in place during the maintenance action (tank, sumps, and piping).

If surface water leakage into the tank sumps is a problem, then either the man-hole cover or sump lid needs to be made watertight. The replacement of gaskets on covers and lids may be all that is required. There are also several retrofit watertight manhole covers and a number of retrofit sump lid product options available in the market. A contractor can generally install these solutions in a single day trip to the site.

For sump entry fitting leaks, which can allow water in and fuel out, the solution is best when the fitting is replaced or re-paired without disconnecting the entry pipe for obvious reasons. This means that the repair fitting must be split and perma-nently joined over the existing pipe to pro-vide a truly fueltight seal in that environ-ment. There are several manufacturers of

“split-repair” fittings in the market. Some are bonded back together with a solvent that makes the fitting solid after just 30-40 minutes cure time. This is a significant advantage in fitting repair. Without get-ting into specific applications or instruc-tion on the process, the bottom-line

here is that fitting leaks can be repaired in dispenser, transition, and tank sumps without disconnecting pipe and from within the sump regardless of the sump design, fitting design, and pipe combina-tion. Even when the pipe has an angled or offset entry through the existing fittings, repair is possible while leaving the pipe “as is”. Fitting repairs are generally same day completed applications.

When there is a sump structural issue like a crack, seam, or hole leak, the solu-tion is dependent upon the severity and

nature of the problem. There are defi-nitely easy solutions for minor issues with the use of bonders. For fiberglass and poly (HDPE) sumps, repair bonding applica-tions over cracks, seams, and holes is a viable long-term solution that can save a lot of money and time over replacement of the sump where the repair has been deter-mined feasible. If the problem is too severe, then replacement may be your only option.

Most of these repairs require, or are best applied when the sump is dry. Active water leaks in a sump may require that the site water table is pumped down sufficient to

“dewater” the sump. The sump will need to be pumped out if water is in the sump of course. Regarding a high water table is-sue and leaks, it may be possible and even cheaper and easier to use one of several instant water blocking products to spot treat the water leak from inside the sump with a foaming water block that stops wa-ter long enough for a dry repair. This ap-proach, when feasible, is generally much less cost than pumping the water table

USING A COST EFFECTIVE HUMIDITY/VAPOR-ABSORBING PRODUCT THAT IS PLACED IN THE SUMP, THE ENVIRONMENTAL CONDITIONS CAUSING CORROSION ON THE METAL COMPONENTS OF THE SUBMERSIBLE TANK PUMPS CAN BE SIGNIFICANTLY IMPROVED.

58 MAY / JUNE

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MANY REGULATORY JURISDICTIONS HAVE ALREADY, OR ARE CURRENTLY MOVING TOWARD STRICTER ENFORCEMENT OF EXISTING

“DRY” SUMP REGULATIONS AND TESTING REQUIREMENTS, AND THAT HAS HAD ITS OWN EFFECT OF INCREASING THE NEED FOR FEASIBLE OPTIONS TO GET THE SUMP BACK TO A FUEL-TIGHT CONDITION.

down and hauling it away. Regardless, if there is water in the sump at the time of repair, it should be removed and the sump made dry for any “in-sump” repair action.

For STP sumps, once restored to a wa-tertight condition (lid, fittings, structure), you can even address the ambient humid-ity and vapor in the sump that contributes to corrosion. By using a cost effective hu-midity/vapor-absorbing product that is placed in the sump, the environmental conditions causing corrosion on the met-al components of the submersible tank pumps can be significantly improved.

Repairs can be very unique to each individual sump as the parts and ma-terials may need to be designed for very specific sizes, designs, and conditions of the sump leak problem areas. But that doesn’t mean that it is overly complicated to get the right solutions. Manufacturers of these products can provide the techni-cal expertise, parts specification, training, and other support to the technicians who take the install these products. There is usually a simple process of identifying the issues through survey and testing, supply-ing information to the manufacturer, and then receiving the corresponding speci-fications for the repair. Again, training and certifications are readily available for the installing technicians. Ask your con-tractor about these solutions. If they are unfamiliar with them, they won’t be for long. Many major testing and service con-tractor organizations are assigning crews specific to this type of maintenance work anymore.

EPA’s testing requirements are going to make sump maintenance a larger is-sue than it has been in the past. As stated, many regulatory jurisdictions have already, or are currently moving toward stricter enforcement of existing “dry” sump regu-lations and testing requirements, and that

has had its own effect of increasing the need for feasible options to get the sump back to a fuel-tight condition.

Fortunately, there are proven and ef-

fective options already available, with improvements being developed as the re-quirements evolve.

Icon is a sump repair products manu-facturer, providing a full range of solutions and technical support to the industry. Mr. Reber has been instrumental in imple-menting sump maintenance programs for many major C-store chains and fuel marketers in the US, Canada, and Latin America.


Clif Bar & Company Launches New Organic Fruit and Nut Snack Bar in CanadaClif Bar & Company has an-nounced the launch of CLIF® Organic Trail Mix bar in Canada. CLIF Organic Trail Mix bars feature organic fruits and nuts like crunchy almonds, red cherries and delicious dark chocolate chunks. The latest offering furthers Clif Bar & Company’s commitment to crafting delicious, organic foods that combine great taste with the nutritious energy needed for the day’s adventure.

Clif Bar believes a healthy, sustainable food system starts with organic ingredients that connect healthy people to a healthy planet. Since going organic in 2003, the company has purchased more than 500 million pounds of organic ingredients that has kept 6 mil-lion pounds of pesticides out of the soil, water and air. Made in Canada with globally sourced ingredients, CLIF Organic Trail Mix bars are gluten free, 200 calories or less and a source of fibre. Like all products from Clif Bar & Company, CLIF Organic Trail Mix bars contain zero grams trans fat and no partially-hydrogenated oils, high fructose corn syrup, artificial flavours or synthetic preservatives.

CLIF Organic Trail Mix bars are available in five flavours – Coconut Almond Peanut, Dark Chocolate Almond Sea Salt, Dark Chocolate Cherry Almond, Dark Chocolate Peanut Butter and Dark Chocolate Pomegran-ate Raspberry. CLIF Organic Trail Mix will be available in select and major retailers across Canada starting May 1.For more information on Clif Bar & Company, please visit: www.clifbar.ca

Chardon Oil Finds a Highly Reliable Transport Pump in the TX Series Sliding Vane Pump from Blackmer®

Since 1981, Chardon Oil has been delivering home heating oil, gasoline, and motor oils to a traditional customer base that covers northeastern Ohio and stretches into western Pennsyl-vania. When the company was in need of a new delivery truck, Chardon Oil took delivery of a unit that featured knockoff pumps that claimed to be the equal of the TX Series Sliding Vane Pumps that Blackmer® has been supplying to the transport industry for many decades. As it turned out, Chardon Oil found out firsthand that these knockoff pumps couldn’t supply the opera-tional reliability of Blackmer.

“We had no issues with the pump until it went out all of a sudden,” said Gary Bulzan, Owner of Chardon Oil. “It was a catastrophic failure; I was making a delivery and it just quit and leaked all over the place. And the pump was not only leaking, when it was taken apart, it was totally destroyed.”

To make matters worse, the pump’s warranty had just

HARIBO, the original gummy bear, gaining traction with Canadian consumers, building distribution across Canada, and moving into convenience and gasHARIBO began in 1920 in Bonn, Germany, with the starting capital of a sack of sugar, a marble block, a stool, a brick oven, a copper kettle and a roller. Since then, HARIBO has steadily grown in Europe, around the world, and now distribution is booming in Canada. HARIBO, the #1Gummy Candy manufac-turer worldwide, is derived from plant and fruit concentrate with no artificial colours. They carry

expired and the manufacturer was unwilling to supply a replace-ment. So Chardon Oil decided to switch back to a tried-and-true alternative: a Blackmer TX2.5 (2.5-inch) model sliding vane pump.Blackmer has designed its TX Series pumps to be the best option for handling liquid petro-leum products, such as gasoline, fuel oil, diesel, kerosene and light lube oils. TX pumps feature cast-iron construction and operate via Blackmer’s unique sliding vane method that self-adjusts for wear to maintain flow rates. The result is a pump that offers excellent self-priming and dry-run capabili-ties, and easy maintenance.

“We’ve been using Blackmer pumps since the early 1980s and we had never had any issues like we had with the other brand; Blackmer pumps last,” said Bulzan. “We probably get eight to 10 years out of them without a problem. Blackmer TX pumps are very reliable and dependable, and all we need to do on them is basic maintenance. We are done with trying other transport pumps.”

an exciting range of sugar confec-tionery setting themselves apart from competitors with a focus on natural ingredients, high quality detail in their gummy designs, in-novative shapes and flavours, and a world famous brand name. 2015 brings about new focus, HARIBO is excited to offer their range of gummy candies to gas stations and convenience stores nation-wide. They are also launching two new flavours in the Canadian market, Fruity Frutti and Sour Stixx.National Importers Inc is the official importer of HARIBO to Canada. Please visit www.haribo.ca for more information.

What’s New

To illustrate just how reliable Blackmer pumps have been for Chardon Oil, a video has been created that can be viewed on Blackmer’s YouTube channel. The video can be VIEWED HERE, or by going to Blackmer’s YouTube channel at www.youtube.com/Black-merGlobal and searching for “Chardon Oil.”

Chardon Oil has been working closely with Tank Truck Service & Sales, based in Warren, MI, whenever the company needs to add a new delivery truck to its fleet. “The TX is the industry standard and just a great, great, great piece of equipment,” said Dave Lawler, Owner of Tank Truck Service & Sales. “Chardon Oil has had no problems since we put the new TX pump on and I wouldn’t anticipate having any for years and years and years to come.”For more on Blackmer TX Series pumps, please visit www.blackmer.com/txstrong.

60 MAY / JUNE

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

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MyTankInfo’s Cloud-based Solution Eliminates Tank Gauge Data Security VulnerabilitiesMyTankInfo, which delivers fuel management and fuel site monitoring solutions to the commercial and retail petroleum marketplace, has announced its cloud-based, hardware-enabled connectivity option that protects fuel site operators from data breaches while providing seam-

OPW Combines Three Business Units Into One to Better Serve Customers in Europe, the Middle East, and Africa Phil Carlin Named Managing Director of the New OPW EMEA Business Unit

HAMILTON, OH – April 2, 2015 – OPW, a Dover Company (NYSE: DOV) announced today that as part of its growth strategy and One OPW initiative, it has consolidated its OPW KPS, OPW Fibrelite and OPW Fluid Transfer Group Europe management teams to create a single business unit, named OPW EMEA. The combined company will offer one of the broadest product portfolios focused on the safe and efficient handling of fuels and critical fluids in EMEA.

Phil Carlin has been appointed Managing Director of the new business unit and will report directly to OPW president David Crouse. Harry Gilde, Managing Director of OPW Fluid Transfer Group Europe and Ian Thompson, Managing Director of Fibrelite will report directly to Phil Carlin.

Carlin will be based out OPW EMEA headquarters in Kungsör, Sweden.

Carlin joined OPW in 2000 and has held multiple positions with the company, including several senior

less access to fuel inventory information.

Recent research com-pleted by Rapid7, an IT security firm, indicates that over 5,300 tank gauges at U.S. fuel sites are vulnerable to remote hacks due to fetch/polling communica-tion processes that require an open firewall port. MyTankIn-fo’s cost-effective connectiv-ity hardware prevents data breaches by utilizing a one-way communication path.

“Because MyTankInfo’s cloud-based connectivity solu-tion does not host inbound communication requests, hackers cannot breach the sys-tem,” said Michael Buck, Vice President of MyTankInfo. “And, unlike other systems, it does

Michael Savignac Joins OPW as Vice President and General Manager of OPW Electronic Systems

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

Reach Diverse New Markets. Advertise Today!

Free Subscriptions! go online to subscribe

visit: www.convenienceandcarwash.comTo register your company to be listed in our NEW REAL-TIME Resource

Directory and the NEW REAL-TIME Carwash Buyers Guide.

For advertising information contact Cody Johnstone at 416-838-4674 or email: [email protected]

not require users to configure password-protected VPN gate-ways, which is a step that can easily be overlooked.”

Advantages of My-TankInfo’s secure, cloud-based hardware-enabled solution include:> Relies on “Push” method

instead of “Fetch/Polling” method to transmit inven-tory data

> Eliminates the need to poke holes in firewalls in order to poll an ATG, effectively preserving the security of your network

> Unlike a VPN gateway, the MyTankInfo solution does not require end users to configure their device’s security

> Eliminates costly IT requirements

> Fax modem, RS-232 se-rial or an IP card provide ATG connectivity flex-ibility

> Cloud-based application enables users to access inventory data, wherever an Internet connection is available

> Hardware is cellular-enabled, providing Internet connectivity to remote locations where an Ethernet connection is not available

To learn more about MyTankInfo’s secure, cloud-based, hardware-enabled con-nectivity device, please visit: mytankinfo.com.

OPW has announced that Michael Savignac has joined OPW as Vice Presi-dent and General Manager for the OPW Electronic Systems business unit.Savignac succeeds Phil Carlin who was promoted to Managing Director of OPW EMEA. In his new role, Savignac will provide leadership and overall management of the Elec-tronic Systems business unit, which OPW formed in April 2014. Savignac will be based at the OPW facility in Hodgkins, IL, and will report to OPW President David Crouse.Most recently, Savignac served as President for Florida-based Datamax-O’Neil where he led the business in developing and providing thermal print-ing solutions to a global marketplace. Prior to his role at Datamax-O’Neil, he worked at PDQ Manufac-

turing for 13 years, where he held the positions of Executive Vice President and President. Under his leadership, PDQ real-ized significant growth, exceeding financial goals while focusing on product innovation. In addition, prior to joining PDQ, Savignac held senior executive roles in sales, manufacturing and marketing in several divisions of Illinois Tool Works.

Savignac holds a Masters of Business Administration from Car-dinal Stritch University and a Bachelor of Sci-ence degree in Electrical Engineering from the University of Wisconsin at Milwaukee. For more information about OPW or PDQ Vehicle Wash Systems, please visit www.opw-global.com.

executive positions. As General Manager of the OPW Electronic Systems business unit, Carlin was integral in several global expansion initiatives including opening an OPW sales office in Russia, expanding OPW’s engineering resources in Poland and India, and leading operations in Brazil.

“Phil’s international experience and leadership skills make him uniquely qualified to lead the consolidated OPW EMEA business unit,” Crouse said. “He brings a strong working knowledge of OPW’s industry-leading product portfolio and the global marketplace.”

“A combined OPW group enables us to deliver greater value to our customers worldwide,” noted Carlin. “We will capitalize on our collective strengths to enhance product innovation and to better serve our customers.”

For more information about OPW, please visit: www.opwglobal.com.

62 MAY / JUNE

Alto-Shamm Launches Xcelereate® Hi-Speed Oven

OPW Nozzles Receive NEW Stringent UL 2586 Listing On All OPW Fueling NozzlesOPW, a global leader in fluid-handling solutions, has an-nounced that it is the first manufacturer in the industry to receive the new strin-gent UL 2586 Listing on all of its conven-tional fueling nozzles and limited vapor recovery nozzles, in-cluding the industry standard 11A®, 11B®, 7H®, 7HB® and 12VW Series nozzles.

OPW’s 11A, 11B, 7H and 12VW Series nozzles are engineered to meet all industry compliance standards. UL 2586 requires that fueling nozzles and all internal components are compliant with the latest and most aggressive alcohol fuel blends. In addition to meeting UL 2586, the spout of its 11A and 11B Series nozzles meet both SAE J285 and ISO 9158 / 9159 global fill pipe standards – the only nozzles in the industry to do so.

“Being the first manufacturer to earn UL 2586 approval is a reflection of our commitment to always provide the best solutions for our customers,” says Ed Kammerer, Director of Global Product Management for OPW Retail Fueling.

To earn UL 2586 approval, fuel nozzles must un-dergo and pass a rigorous and all encompassing review of its construction (materials, assembly), twenty-five different categories of nozzle performance, manufac-ture and testing. All 11A, 11B, 7H and 12VW nozzles manufactured after April 30, 2015, will carry the UL 2586 designation.

In addition to earning UL 2586 approval, the 11A & 11B now come with an aircraft-grade aluminum spout with greater deflection-force strength and is the first nozzle spout in the industry to be compliant with both SAE J285 and ISO 9158/9159 global fill pipe standards. OPW once again proves its forward-thinking approach to fuel dispensing solutions. For more information on OPW, please visit www.opw-global.com.

Ad IndexAGI EnviroTank ..................................................... 50 Blendco ............................................................27, 38Bulloch Technologies ............................................ 44 Canadian Trade House ......................................... 16Continental Store Fixtures .................................... 19CoreMark Int’l........................................................ 12CSI Lustra............................................................... 40Direct Cash .........................................................OBCErie Brush .............................................................. 31Gourmet Chips ...................................................... 63iCon Containmen Solutions .......................... IFC, 53Imperial Tobacco Ltd. ........................................... 54Info Net Technologies .......................................... 52Innovative Control ................................................. 28Istobal USA .............................................................36Jack Cash ATM ...................................................... 15Kleen Rite .............................................................. 39MPI .................................................................. 45, 58Naturo .................................................................... 23Nestle Waters ........................................................ 26North Shore Tobacco ............................................ 56Oasis Car Wash Systems ....................................... 33PDQ Manufacturing .............................................. 27PEI .......................................................................... 42Rothmans, Benson & Hedges .............................. 20Scholtens ............................................................... 35Smoke NV/House of Horvath ................................. 8Tank Traders ........................................................... 22WPMA .................................................................... 49ZCL Composites .................................................... 47

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Alto-Shaam is releasing the Xcelerate® Hi-Speed oven, expanding the company into the high-speed oven cat-egory. Xcelerate combines powerful microwave and air impingement technologies to cook up to 10 times faster than a conventional oven while maintaining a freshly baked taste, texture and appearance.

Xcelerate has the versatility to fit a variety of applications with the ability to defrost, reheat, cook, bake and brown. Service times are made faster with the uniform, rapid cooking technology. Xcelerate allows for true one-touch cooking with easy-to-use programmable touchscreen control.

The built-in catalytic converter allows for place-ment outside of an expensive hood, making it perfect for small spaces in restaurants, hotels, bakeries, coffee shops, bars, convenience stores and quick-service restaurants. From heating up frozen muffins and scones to cooking panini sandwiches or whole pizzas, this oven can intro-duce or expand menu offerings.

Available in two sizes with the ability to be stacked or placed under counters, the Xcelerate includes the op-tion for several accessories including a wire shelf, stain-less steel peel, baking mats, panini griddle, food trays, and baking stones to further expand menu capabilities.For more information visit: www.alto-shaam.com.

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