Spring - Ontario Convenience Stores Association

THE OFFICIAL PUBLICATION OF THE
CANADIAN CONVENIENCE STORES ASSOCIATION
March/April 2012
Volume 4 | Issue 2
the voice of convenience
cstorelife.com
Spring
BIG
Ideas
to Life
Send us your
big idea and
win a $1,000
Page 60
2
Bring on the flavourful fire this spring.
cstorelife.com
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March/April 2012
3
About healthy eating and
customers... I think it’s good to sell
healthy things, but customers want
their treats too. People love to buy
chips and chocolate bars. Kids love
candy! I sell healthy food and “junk”
food because that is what
customers want!
WHAT’S
YOUR
BEEF
?
Nick, Saskatoon, SK
I’m an employee and these new
“chip” debit/credit machines drive
me crazy. I hope using them gets
easier, because right now we are
trying to figure them out and so are
some customers. Sometimes the
machines take long too. Most
customers are patient, but it makes
me feel bad. Some customers get
mad at the slowdown when the
machines take too long -- I don’t
blame them. They come here
because they are in a hurry!
I don’t like it when my chain drop
ships something that I didn’t order
just because they got a deal on it.
There isn’t a lot of space in my store.
Now I have to stock things that
customers don’t want, and it takes
space from the stuff that does sell.
I try new products but I know my
store best. If I don’t order
something, it’s because my
customers won’t buy it, so don’t
send it to me.
fe at u r es
Brad, Whitehorse, NT
Thank you for your article on
“Cracking the Code”. My beef is
why manufacturers can’t have a
simple code to easily identify when
a product’s shelf life is nearing an
end so that we don’t sell products
that are expiring and dangerous to
our customers. The codes should be
uniform for all products.
Julie, Whistler, BC
contents
MARCH / APRIL 2 012
$
?
20
%
OFF
24
40
Len, Oakville, ON
What’s your beef? We want to hear from you. If you’ve got something
to say, want to comment on our magazine or have some advice for
other retailers please email us at: info@cstorelife.com
VOLUME 4, ISSUE 2
PUBLISHER: CSTORE LIFE INC.
Michael Smith; msmith@cstorelife.com
CONTRIBUTING EDITOR
Rita Marshall; rita@cstorelife.com
ACCOUNT MANAGEMENT
Amanda Lees; amanda@cstorelife.com
Bernie RaymonddeSousa; bernie@cstorelife.com
Mira Smith; mira@cstorelife.com
Bank of Canada, Bic Inc., Casa Cubana, Coca-Cola,
Globe POS Systems, Health Canada, House of Horvath,
Imperial Tobacco Company, Jack Link’s, Mars, Pepsi,
Rothmans Benson & Hedges Inc.
CSTORE LIFE INC.
247 North Service Road West, Suite 301
Oakville, ON L6M 3E5
Tel: (905) 842-7443 www.cstorelife.com
CONTRIBUTORS: Rita Marshall, Lawrene Denkers,
Deana Beltsis, Peter Diekmeyer, Ron Funk,
Angie Kim, Jerry Soverinsky, Danny King.
CSTORE LIFE accepts no responsibility for advertisers
claims, unsolicited manuscripts, transparencies’ or
other materials. At CSTORE LIFE we hold your personal
information in strictest confidence, in full accordance
with provincial privacy guidelines. CSTORE LIFE,
CSTORE LIFE CANADA, LA VOIX DU DÉPANNEUR, LA
VOIX DU DÉPANNEUR CANADA, CSL and LVDD and
other CSTORE LIFE product/service names and logos
are trademarks and service marks of CSTORE LIFE
INC. Other third-party trademarks belong to their
respective owners. Any use of the CSTORE LIFE INC.
marks is prohibited without express written mission.
PARTNERS IN RETAIL EDUCATION
We would like to thank the following partners for their
financial support and sharing of knowledge with the
CCSA and the Canadian convenience community.
ADVERTISING INQUIRIES: msmith@cstorelife.com
CSTORE LIFE is a magazine published to enhance
business knowledge and the lives of Canadian
convenience store retailers and employees.
FRENCH TRANSLATION & EDITING
Antonia Jazvac; antonia@cstorelife.com
& Christiane St-Aubin
GRAPHIC DESIGN
Francis Carvalho; francis@cstorelife.com
Ken McConnachie; kenmcc64@cstorelife.com
Ralph Geronimo; ralph@cstorelife.com
4
cstorelife.com
CSTORE LIFE is published six times per year and is
distributed direct-to-store by Ryder Logistics and/or
your local wholesale distributor.
The opinions expressed in CSTORE LIFE are the views
of the respective writers and/or advertisers and do not
necessarily reflect the views and opinions of the CCSA,
its members or affiliates.
CONTACT MICHAEL SMITH
ABOUT ADVERTISING SPACE
Tel: (416) 578-1822
Email: msmith@cstorelife.com
36
WHAT’S NEW AT CSTORE LIFE
38 |What’s New Hot
and Happening
54 | In the News
60 | CStore Connect
FEATURES
20 |Smart Phones
40 |Direct to Store benefits
36 | 10 Spring Steps
53
ARTICLES
22 |Magazines in the
Spotlight
24 | A Traveler’s Tale
50 | Denmark’s Fat Tax
53 | Cigarette Warnings
58
IN EVERY ISSUE
4 | What’s your beef?
7 | Publisher’s Message
34 | Korean Spotlight
44 | Frankly Funk
58 | Spring into Golf
ASSOCIATION UPDATES
8 | What’s new with the CCSA
10 | What’s new with the OCSA
12 | What’s new with the QCSA
14 | What’s new with the WCSA
16 | What’s new with the ACSA
18 | Responsible Retail Training
Convenience Stores Trade Magazine
Not for Public Distribution
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read cstore life magazine online!
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March/April
2012 5
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Thank you advertisers
PUBLISHER’S MESSAGE
You are in one of the most exciting times of the year. It’s spring and customer
traffic is about to get very busy. How will you renew your store for them?
How will you make all those customers happy and keep them coming back?
The CStore Life team has big ideas on how to make this spring a success for
you. Read on for great ideas on spring cleaning your store, offering specials and
how your customers’ smartphones can make you very successful.
We are also honoured to share big ideas from our partners: the CCSA,
ACSA, QCSA, OCSA, WCSA and RRT. In CStore Life, you’ll learn helpful advice,
fresh updates and great contests directly from the president of your local
c-store association.
In the end, you will have the best big ideas on what will work for your store.
The CStore Life team wants to hear all of them. Check out the CStore Connect
pages of this issue for our exciting “What’s Your Big Idea” contest on page 60.
The best ideas come from stores who have seen them work firsthand!
Building a stronger association through
your financial support
As part of the c-store community, we always love hearing from retailers.
You will also probably have some big questions this spring. When you ask
CStore Life those questions, we talk to the experts and find the best answers for
you. Email me your questions at connect@cstorelife.com and CStore Life will
feature the in-depth explanations and answers to the questions
c-stores have.
Your questions, ideas and comments are what we shape CStore Life around.
Let’s grow to new heights this spring, together.
Michael Smith
6
cstorelife.com
March/April 2012
7
WHAT’S NEW
WITH THE
CCSA
PRESIDENT
make a difference this spring
with the ccsa
gas taxes.
tobacco.
selling beer
and wine.
Here’s the bad news: these big ideas are
beyond the control of your store. But the
good news is that with a few extra hours
here and there, you can make a difference
this spring on some big issues.
Try to attend a local meeting of your
Convenience Store Association (OCSA,
QCSA, ACSA or WCSA), write a letter or
display a petition in your store.
These little actions, when done by
many c-store owners, get your message
to governments in a powerful, respectful
way said Alex Scholten, president of the
Canadian Convenience Stores Association
(CCSA).
“It’s no longer that quiet voice that
can be ignored,” he said. “It’s many, many
voices having a significant impact.”
Want proof that working together
makes a difference? Over the last few
months, the CCSA and member organizations such as the ACSA, OCSA and QCSA
have been sitting with federal and provincial governments as governments plan
their budgets for the spring.
“It’s something that we haven’t been
heavily involved with across the country
previously,” said Scholten. “We haven’t
8
cstorelife.com
CCSA coast to coast
Alex Scholten
presented, it could potentially be one of
the largest in the country.
“Presenting that to government speaks
volumes,” said Scholten.
In New Brunswick, the arrival of Costco
gas stations has been bad news for
local retailers, who have seen a 30% drop
in profits. The ACSA continues to work
with retailers to campaign for minimum
margins on gas, including giving retailers
tips on what to include in letters and the
addresses of the finance minister and their
local MLAs.
If you want help on a big idea that’s too
big for you alone, whether it’s a federal,
provincial or local issue, Scholten recommends contacting your local CSA. Other
c-store owners feel the same way you do;
your local Association will bring everyone
together and help put together the message you want to send. The CSAs can also
help with petitions, letters and even media
training if you want to speak out.
Attending a meeting or writing a letter
doesn’t seem like much, but it definitely
gets results when 25,000 c-store owners
do it. And don’t forget the support you
have from the millions of Canadians who
shop at a c-store every day.
“Canadians rely on us daily,” said
Scholten. “We have to be recognized as
an industry and we are a very important
industry.”
speaking with
been on their radar.”
The CCSA met with Minister of State
(Finance) Ted Menzies at a national budget consultation in Montreal in January. In
Quebec, the QCSA met with provincial and
federal officials including Minister of State
(small business and tourism), Maxime
Bernier.
Scholten said the OCSA has “put their
position on the table” with the Ontario
government. Discussions are ongoing over
WCSA meetings with western governments, while the ACSA has met successfully with every provincial government in
Atlantic Canada.
“In more and more cases we’re seeing that we’re being invited to have these
discussions,” he said.
Governments are realizing the big
numbers in the c-store industry, Scholten
said. There are 25,000 c-store owners,
185,000 c-store employees and 10 million
Canadians who use a c-store every day.
“If a government decision negatively
impacts us, we are showing them that it
will likely also negatively impact them,”
Scholten points out.
But when elected officials think of raising taxes at budget time, they sometimes
forget those numbers. That’s when it’s up
to c-store owners through their local Association to remind them.
Scholten described a public meeting in
Saint John, New Brunswick, where a public
service union suggested that instead of
cutting the number of government employees, the New Brunswick government
could just tax soda pop instead.
“It’s obvious that they’re going to be
looking for the path of least resistance,
taxing those who don’t complain,” said
Scholten.
That’s why the CCSA and its member
groups help quickly when c-store owners
need help on an issue.
In Ontario over 3,000 stores in 241
communities put the OCSA’s “Free Our
Beer” petition up. When the petition is
governments
Not ready to speak with government officials? As many c-store
owners will tell you, you probably already do.
The 10 million Canadians who visit a c-store every day include
all kinds of politicians, from mayors to MPs. Seeing the familiar
faces of their local c-store owners helps elected officials to listen
to c-store concerns on taxes and regulations.
“We get a foot in the door,” said CCSA president Alex Scholten.
“They usually know their local retailers on a first-name basis.”
The convenience store industry is one of the biggest tax
collectors for government, points out Scholten, and anything that
hurts c-store profits will ultimately hurt governments as well.
“They have to understand how important we are to them,”
said Scholten.
It’s a great time for c-store owners across the country to let
the government know what they need.
The CCSA, ACSA, QCSA, OCSA and WCSA have made “tremendous progress over the last four years,” he said, and are always
ready to help retailers make a bigger impression.
“If retailers want to get involved, we can organize them,” he
said. The regional associations understand the issues and will help
retailers decide exactly what they want to say and how to say it.
For elected officials to really know what’s happening in their
towns and cities, c-store owners must be ready to share their
concerns and their customers’ concerns.
“We’re part of that community,” Scholten said.
contact alex
ccsa board of directors
ascholten@nb.aibn.com
tel: (506) 455-1081
Kim Trowbridge, Chair
Arnold Kimmel
Ryan Levins
canadian convenience
stores association
Keith Eliuk, Treasurer
Jacques Beaudry
Brian Morrissey
Ron Funk
Len McGeouch
Unit 103 - 220 Wyecroft Road
Oakville, ON L6K 3V1
1-877-934-3968
Mac’s Convenience Stores
Suncor Energy
Nicholby’s
Quickie Convenience Stores
JP Beaudry Ltd
Esso
Needs Convenience Stores
7-Eleven Inc.
March/April 2012
9
WHAT’S NEW
WITH THE
OCSA
CEO
SPRING AHEAD WITH EXPERT ADVICE FROM THE OCSA
Ontario retailers who want to seriously renew their business this
spring will head to Toronto for the 2012 Canadian Convenience
Week, March 19 to March 23. On Monday, March 19, the OCSA
hosts The Race is ON at Woodbine Entertainment. This influential
cstore networking event includes five-star dining and the
opportunity to hear Tom Moher, Vice President Operation,
Central Canada, Mac’s/Couche Tard, speak about the past and
future of cstore retail. Contact Donna Montminy at
donnam@conveniencestores.ca or 905 845 9152,
or visit conveniencestores.ca to register.
EXPECT TO SEE THIS NEW
IDENTIFICATION CARD AT THE
REGISTER THIS SPRING
Other accepted forms of i.d. include:
• Ontario Driver’s License
• Canadian Armed Forces Card
• Canadian Passport
The Ontario Photo Card
• Canadian Citizenship Card
• LCBO Photo Card
is a government-issued
• Government issued ID with
i.d. card for the 1.5 million
photo, birth date and signature.
Ontarians who don’t have
a driver’s license. It can
The Ontario Photo Card will be
be accepted as proof of
available on request across the
age for the We Expect
province by the end of this year.
I.D. program.
19TH
The OCSA -Crimestoppers’ session on preventing robberies
at convenience-gas stores will be one of the most important
at ConvenienceU. The OCSA also wants retailers to take the
advice of Peel Regional Police, who developed the “Clear Zone
Robbery Prevention Program”. Tips include removing clutter
in windows, putting up robbery-prevention signs and training
staff to cooperate with a robber once the crime has begun –
remember, money can be replaced but your life can’t! Fact
sheets are available at http://www.peelpolice.on.ca/Crime%20
Prevention/Fact%20Sheets.aspx. Also be sure to check out a
great online training course for you and your employees.
The Employee Safety and Security course is at
http://www.we-expect-id.com/ and is FREE for OCSA members.
On that day, all of your cigarette and little cigar
packages must have the new health warnings
from Health Canada. Anything that has the old
warnings can’t be legally sold.
• Understand your inventory
• Understand your turnover of tobacco products
• Work with your local tobacco sales representative to make sure you don’t end up with packages that can’t be sold
ocsa board of directors
Suite 217 - 466 Speers Rd.,
Oakville, ON L6K 3W9
fax: (905) 845-9152
email: bryans@conveniencestores.ca
Ron Funk - Chair
Emma Southwood
Eric Choi
Anthony DiMaulo - Vice Chair
Chris Wilcox
Noah Aychental
Wendy Kadlovski - Treasurer
Steve McCrory
Abdul Jiwani
Pioneer Energy
Nicholby’s
Follow the OCSA on
Find OCSA tweets at: @OntarioCStores
10
OCSA president Dave Bryans has the following tips:
contact dave
Nicholby’s
cstorelife.com
Suncor Energy
Quickie Convenience Stores
Golden Triangle Oils Ltd.
Jiries Rabba - Secretary
Rami Reda
Bruce Watson
Solomon Kim
Rabba Fine Foods
Mac’s Convenience Stores
NOW IT’S THE LAW:
DOES YOUR STORE MEET
AODA REQUIREMENTS?
electronic communication devices?
• How can you and your employees
help customers who have mental
disabilities?
• What rules does your store have
on service animals, like seeing-eye
dogs?
• How will you tell customers if you are
temporarily unable to help customers
with certain disabilities? (such as a
ramp being repaired)
• How can customers tell you if your
store is helping them or not?
get ready this spring for june 19th
JUNE
CCSA coast to coast
David Bryans
Big Bee Convenience Stores
Kitchen Food Fair
OKBA
Gateway Newstands Inc.
Kes Oil Distributors
Joe Farah
Hasty Market
Is your store following the new laws
from the Access for Ontarians with
Disabilities Act? As of Jan. 1, 2012,
your store must have the following:
• A written plan on how your store will serve people with disabilities
Getting it done: Visit www.accessON.ca/
compliance for a quick, easy way to make
sure your store is following this important
law. At the website you can:
• Fill out a pre-written plan for your
store’s policies on accessibility
• Employee training on serving people with disabilities
• Watch videos and read brochures
explaining the requirements, with
examples.
• Emergency information which can be understood by an employees with disabilities
• Go through a short checklist
making sure you are following all
requirements as of Jan. 1, 2012
• Emergency information available for customers who ask for it
• File a copy of your plan with the
government, if you have more than
20 employees.
Here’s some advice on how to make sure
you’re following the new laws:
Your store’s written plan on serving
people with disabilities
Your store must have a written plan on
how your store will help customers with
disabilities. Dave Bryans, president of
the OCSA, gives the following example:
if a customer pulls up to your gas pumps
but isn’t physically able to pump the gas
himself, an employee needs to go out and
help him.
Think about the following:
• How can you and your employees
help customers who use wheelchairs,
walkers, canes, oxygen tanks or
If you have more than 20 employees,
you must give a copy of your plan to the
Ontario government. If you have less than
20 employees, you must have the plan
available in case customers or government
inspectors want to see it.
Employee training on accessible
customer service
Now that you’ve written down how your
store will provide the best service to
people with disabilities, it’s time to make
sure your employees know. You also need
to train employees on the requirements
of the Customer Service Standard and the
AODA.
Getting it done: A training video called
“Serve-ability” is available at
http://www.mcss.gov.on.ca/mcss/serveability/splash.html or you can order a free
DVD (which works only on computers, not
DVD players) from Service Ontario by calling 1-800-668-9938.
Emergency information for
employees and customers
If an emergency happens at your store,
how will employees with disabilities know
what to do or how to get out? A fire alarm
isn’t much help to a deaf person, while a
list of written instructions may not work
for a person with limited vision. As of this
past January 1st, your store was required
to do two things:
• Make sure employees with a disability
have a way to understand what to do
in an emergency
• Make sure customers with a disability
have a way to understand any
emergency information you give to
customers (such as danger signs and
evacuation routes)
Getting it done: Solutions can be as simple
as a “buddy system” for employees or
reading out public safety information
to customers. The www.accessON.ca /
compliance website offers several guides
on keeping all employees and customers,
regardless of disabilities, safe.
The Access for Ontarians with
Disabilities Act (AODA) was passed
in 2005. It is made up of five groups
of requirements: customer service,
transportation, employment,
information and communications
and built environment. The first four
groups or “standards” are all in place,
while the fifth standard, “built
environment”, is still being created
by the province.
March/April 2012
11
WHAT’S NEW
WITH THE
QCSA
PRESIDENT
national assembly
listens to qcsa
contraband
warnings
qcsa tells government to
keep fighting contraband
The QCSA wants to make sure the Quebec
government keeps up the fight against
contraband tobacco this spring. A health
committee formed from the Quebec
National Assembly will be reviewing
tobacco legislation in April, but QCSA
president Michel Gadbois presented a
brief in February to the committee,
reminding them that the fight against
contraband tobacco should be their
“number one priority”.
It’s the same message Gadbois took
to the Public Finance Committee of the
Québec National Assembly last November.
That committee will be holding public
hearings on the issue of contraband
tobacco this August.
A CCSA survey found 165 illegal smoke
shacks and 10 cigarette manufacturers
currently operating without a license in the
Kahnawake reserve in Châteauguay and
the Kanesetake reserve in Oka. The
manufacturers and smoke shacks are
selling the vast majority of their tobacco
products to non-natives. These non-native
customers avoid tobacco taxes while
saving up to 75 per cent on the legal price
sold in convenience stores.
12
cstorelife.com
CCSA coast to coast
Michel Gadbois
Gadbois, as part of the CCSA and QCSA,
has helped lead the fight against
contraband in Quebec for many years.
In 2008, the CCSA and QCSA held a
28-city electoral tour to generate
support for a public commission to tackle
the contraband problem. The tour
generated substantial support from
members of all parties of the National
Assembly, although it was a few years until
the Assembly announced that the Public
Finance Committee was ready to hold
hearings on the issue.
The dangers of contraband tobacco
are the same today as they were in 2008.
Gadbois said the province is continuing to
lose billions of dollars in tax revenues. The
province’s communities are also suffering
from the increasing closure of law-abiding
c-stores in the province, while organized
crime grows rich off contraband profits.
And while these are powerful
arguments for a public finance
committee, Gadbois said the National
Assembly’s health committee should be
just as concerned. After all, what good
are strict health policies on tobacco use
if smokers are shopping at illegal smoke
shacks in the first place?
When consumers in Quebec have easy
access to cheap, illegal tobacco at 25% of
the price of legal tobacco, “all your policies
that you’ve developed on tobacco use do
not exist anymore,” explained Gadbois.
The brief presented to the public
finance committee, similar to what was
presented to the health committee, details
the three major impacts of contraband
tobacco on a healthy society:
late breaking news
On February 29, the QCSA and CCSA scored an exciting victory
against contraband. The Quebec government released their
Report on Measures to Counter the Consumption of Contraband
Tobacco, which QCSA president Michel Gadbois called, “a great
victory for Québec and Canadian c-store owners.”
The main recommendation from the report is creating a mixed
commission. This commission will include the federal, Québec
and Ontario governments with added representatives from First
Nations and the U.S. government working together to solve the
problem of contraband.
SalonDEC and the qcsa annual general meeting
Change is in the air this spring at the Quebec
Convenience Stores Association. The
association meets in Montreal on April 17 for
its annual general meeting; a new board will be
elected and QCSA president Michel
Gadbois will talk about plans for the year.
But the AGM isn’t the only reason
Gadbois is encouraging all members to come
to Montreal in April – Tuesday April 17 and
Wednesday April 18 are also when Le Salon
Dépanneurs, épiceries & cie will take place. At
“SalonDEC” industry experts will share their
knowledge on customer service, the state of
the c-store industry and individual c-store
financials.
Members can also learn different businessboosting ideas, including how to increase
• the damage done to both large
and small convenience stores’
profitability
• the damage done to small
communities
• the damage done to society when youths have increased access to
contraband tobacco
At the same time, the QCSA has
prepared a letter asking Finance Minister
Raymond Bachand to not increase taxes on
tobacco in the province.
“We’ve been fairly successful at that,”
Gadbois said.
“By adopting the QCSA-CCSA’s main recommendation, the
MNAs unanimously made the right decision. The new proposed
mixed commission will be a turning point in the fight against
contraband tobacco all across the country,” said Gadbois. “For the
first time governments, as well as stakeholders, First Nations and
experts will be assembled to work together to find a ‘win-win’
solution aimed at putting an end to the massive sale of tobacco
without taxes from the First Nation reserves.”
The idea of a mixed commission was first presented by the
QCSA-CCSA to the Public Finance Commission in October 2011.
The QCSA and CCSA will now launch an awareness and
mobilization campaign across the country to support the Québec
government’s efforts at creating this mixed commission.
dairy, beer and wine sales and how to make
the most of frozen food and meal replacement products.
Independent retailers will get a chance to
speak face to face with leading
suppliers about everyday business issues
when the QCSA hosts a session between the
two groups. Curious about who the QCSA are
and what they can do for you? Meet the board
at their April 17 SalonDEC session, where
they’ll answer your questions and fill you in on
the work they do for Quebec c-store retailers.
Each afternoon features a trade show
packed with hundreds of exhibitors, with a
special networking reception after Tuesday’s
trade show. For more information go online
and visit salondec.fulcrum.ca.
contact michel
qcsa board of directors
Suite 501, East Tower, 1 Holiday Ave.,
Pt-Claire, QC H9R 5N3
tel: 514-695-8284 fax: 514-630-6989
email: gadbois@conveniencestores.ca
Danielle Grenier
Sylvain Fontaine
Zude Le
Denise Lafleur
Michel Doucet
Jean Provost
Jacques Beaudry
Louis Trahan
Suncor Energy
Quickie
JP Beaudry Lte/Beausoir
Sonic
Couche-Tard
Chinese Retailers Association
Pétroles Crevier Inc.
Groupe Harnois
March/April 2012
13
WHAT’S NEW
WITH THE
WCSA
PRESIDENT
new acting
wcsa president
focuses on
health, safety
The WCSA has a new face in its movement
to encourage safe and healthy c-store
working environments. Andrew Klukas is
now acting president of the WCSA, while
president Wayne Hoskins recuperates
from the stroke he suffered last October.
Klukas has a strong health and safety
background. His ten years of consulting
experience included designing occupational health and safety programs and
strategies for several industry groups.
He also developed the safety training
materials for the Vancouver Organizing
Committee for the 2010 Olympic Games.
He was a key advocate for the WCSA at
WorkSafeBC public hearings held last year
as well, added WCSA chair Len McGeouch,
and will be an excellent interim president.
“Andrew has all of the qualifications
needed to carry out this function and the
WCSA will be well represented,” McGeouch
said.
Klukas was also the driving force
behind www.retailsafety.ca, the WCSA’s
online collection of safety management
advice, safety modules and safety
resources for retailers. The c-store
industry already had one of the best
14
cstorelife.com
safety records in the retail field, but WCSA
members analyzed injury prevention programs to create an even higher
standard. The WCSA’s retailsafety.ca
website shares the association’s collected
best practices with both WCSA members and non-members. WorkSafeBC has
contributed funding to further enhance
www.retailsafety.ca with the development
of interactive training modules to support
broader application of these practices.
“I have been impressed by the commitment of the WCSA to support the success
of all c-stores – both members and
non-members,” said Klukas. “I look forward
to making my contribution to the
continued expression of that
commitment.”
Klukas, who has masters’ degrees in
philosophy and public administration,
began work in January. Through Doug
Hartl of Mac’s Convenience, Klukas met
a number of elected officials at a Liberal
Party fundraiser in January. Klukas also
went to his first WCSA Board of Directors
meeting Jan. 30.
The WCSA has also developed close
ties with the Retail Safety Society, a group
CCSA coast to coast
Wayne Hoskins
of retailers who share best practices
on health and safety. The Retail Safety
Society includes both small to medium
retailers, such as Kerrisdale Cameras, and
major retailers such as London Drugs,
Overwaitea Food Group, Costco, and the
Home Depot.
“I am particularly excited to announce
the WCSA’s affiliation with the Retail
Safety Society,” said Klukas. “The Society’s
motto is ‘There are no trade secrets in
safety’, and it faithfully upheld that motto
by providing content for
www.retailsafety.ca.”
In 2011, Retail Safety Society chair
Laurie Lowes, of London Drugs, was
awarded the BC Lieutenant Governor’s
Lifetime Achievement Award for Public
Safety. Going forward, the Retail Safety
Society will support the WCSA in developing and implementing strategies to help
c-stores comply with BC’s new late night
retail requirements.
“The Retail Safety Society is pleased
to continue its support of WCSA’s efforts
to promote both workplace and public
safety,” said Lowes. “On behalf of the
Society I would like to thank WCSA and the
Canadian Convenience Stores
Association for their sponsorship.”
“2012 will be a busy year with our
continued work on the healthy
convenience store initiative as well as
all of the other files that will require
Andrew’s attention,” said McGeouch.
More change came to WCSA at
their Jan. 30 meeting, when the WCSA
board said goodbye to board members
Blair Patterson and Mark Goodman.
Their two spots are now being filled by
Mr. Kim Jones of Suncor Energy and
Mr. Henry Arsenault of National DSD.
“On behalf of WCSA I am pleased to
announce that Mr. Kim Jones, Suncor
Energy and Mr. Henry Arsenault,
National DSD have joined our board,”
said McGeouch. “Thank you, Blair and
Mark for your contribution to the
association and the retailers it serves.”
western c-store owners needed for
2012 state of the industry survey
The Canadian Convenience Stores
Association is preparing to launch its
State of the Industry (SOI) Survey in
March. We need your input! You’ll help
your store, and you could win a
free iPad!
Findings from the SOI are one way
the WCSA and CCSA build constructive
relations between the c-channel and
governments that often make decisions
without knowing the impact on
retailers.
The survey results form part of our
industry awareness information and
help us fight to prevent further overregulation. By filling in the survey,
retailers speak with a clearer voice.
The information from the SOI survey
also helps us to see the impact of unfair
business practices, such as the manufacture and sale of contraband tobacco,
on c-stores. This illegal trade put around
2000 honest retailers out of business
in Ontario and Quebec, and the WCSA is
working with the CCSA to make sure it
doesn’t happen in Western Canada.
The survey also alerts the WCSA and
CCSA on where other retail channels are
encroaching on c-store sales. Finally,
the published survey report will allow
retailers to compare themselves against
the rest of the industry.
win a free ipad!
Western and Atlantic c-store owners who complete the SOI online will automatically be
entered into a draw for a free 32 GB iPad2 Wi-Fi + 3G ($749 value).
You can complete the survey at www.cstoresurvey.com.
contact andrew
wcsa board of directors
14152, 24th Ave.
Surrey, B.C. V4A 2H4
tel: 778 987 4440
email: andrew@convenienncestores.ca
Len McGeouch
Hugo J. Surette
Blair Patterson
Doug Hartl
Marc Goodman
Jeffrey Bakun
Wayne Hoskins
Dene Hargreaves
Jennifer King
John Crandell
Chairman WCSA
Len.McGeouch@7-11.com
Vice Chairman WCSA
Doug.Hartl@macs.ca
President WCSA
hoskins@conveniencestores.ca
Director WCSA
Jennifer.king@huskyenergy.com
Director WCSA
Hugo.Surette@parkland.ca
Director WCSA
mgoodman@suncor.com
Director WCSA
dene.hargreaves@macs.ca
Director WCSA
john.Crandell@bicworld.com
Director WCSA
Blair.patterson@directplusfoodgroup.com
Director WCSA
Chairman, Member Services Committee
Jeffrey.Bakun@rbhinc.ca
Russell Hoffman/Brenda Johnstone
WCSA 2010/2011 SOI Committee
rhoffman@fulcrum.ca
bjjohnstone@convenienceandcarwash.com
Mark Hopper
Treasurer and Director WCSA
Mark.Hopper@parkland.ca
March/April 2012
15
WHAT’S NEW
WITH THE
ACSA
PRESIDENT
acsa talks budgets
with provincial
governments
Every spring, flowers bloom and
governments release budgets.
The Atlantic Convenience Stores
Association (ACSA) prepared for spring
this year by growing their network of
c-store retailers and by working with
provincial governments to encourage
c-store friendly budgets.
“We’ve got a great relationship with
the provincial governments in Atlantic
Canada,” said ACSA president Mike
Hammoud. “Any time we ask for a
meeting, we’re granted a meeting.”
What is the ACSA working
on in each province?
Here’s a brief summary:
New Brunswick
The arrival of big-box retailers selling gas
has made the ACSA’s push for minimum
selling prices in New Brunswick even more
urgent. Hammoud said there have already
been c-store closures. “It was a no-win
situation for these stores,” said Hammoud.
“They lost money on every litre pumped if
they matched the big-box low prices. And
they lost both gas and c-store customer
traffic if they kept their gas prices higher.”
Some government officials have
pointed out that customers like cheap gas.
But the ACSA reminds them that whatever
hurts c-store owners will also hurt
customers eventually.
“They’re going to get it cheap now,”
said Hammoud, “but in a year from now
when all these other local businesses are
closed, don’t kid yourself, [the big box
16
cstorelife.com
retailers] are going to drive that price back
up.”
The ACSA also met with New
Brunswick Finance Minister Blaine Higgs
over tobacco taxes. After a big tax hike
last year on tobacco products, the ACSA is
asking the NB government to hold off this
year.
“The hope is that they’re listening,” said
Hammoud.
Hammoud added that New Brunswick
c-store retailers may take a step closer to
selling beer and wine in their stores with
the release of a new provincial report.
“We’re cautiously optimistic that the
report will have some sort of
suggestion in there that we may be a part
of the process of selling beer and wine,”
he said. “Beverage alcohol sales in the
province are sluggish and we think that the
provincial government will benefit from
higher sales, more tax revenue and lower
costs if they increased the presence of
c-stores in the distribution channel. “
Nova Scotia
When the ACSA met with Nova Scotia
Finance Minister Graham Steele, the
hot issue was tobacco tax. The ACSA is
requesting that the government hold off
on any increases in the province, which
already has higher taxes than New
Brunswick. A contraband tobacco study
commissioned by the ACSA showed that
Nova Scotia has the highest rate of
contraband usage in the Atlantic
provinces.
CCSA coast to coast
Michael Hammoud
Prince Edward Island
The message for PEI Finance Minister
Wes Sheridan was simple: no more taxes,
please. Last year, a $5 increase on tobacco
cartons made PEI tobacco products the
most expensive in Atlantic Canada.
“We figure that’s got to be the end
there,” said Hammoud.
The ACSA also asked PEI to hold off
on raising the minimum wage again, after
the province hiked the wage 20% in two
years. The association is also exploring
the potential for beer and wine sales in PEI
c-stores.
Following on the heels of retail gasoline
margin increases that have been granted
in New Brunswick and Nova Scotia,
Hammoud said that the Island
Regulatory and Appeals Commission
(IRAC) is currently reviewing a margin
increase for Prince Edward Island.
“The last margin increase in PEI was in
2008,” said Hammoud. “Both New
Brunswick and Nova Scotia conducted
detailed reviews of their retail gasoline
industries and found strong evidence that
supported an increase in margins. The
operating environment in PEI is no
different and the ACSA is actively
supporting efforts to convince IRAC of the
need for an increase.”
Newfoundland and Labrador
The ACSA is working to convince
Newfoundland and Labrador on the need
for increased retail gasoline margins and a
minimum selling price. The association is
also requesting an increase in beer margins for
Newfoundland and Labrador c-stores, who are
allowed to sell only Newfoundland-bottled beer.
“We were successful last year in helping
c-stores in the province get the largest increase
in Newfoundland and Labrador history, but the
industry still feels that they’re way below where
they need to be,” Hammoud said.
The ACSA is proud of its growing
network of c-store retailers across the four
provinces. The network includes c-store owners
in influential ridings, who are ready to remind
elected officials of how important c-stores are
to communities.
Hammoud said the ACSA’s goal is to
encourage more retailers to get involved and
work together. “Our goal is to sustain what we
have and at the same time grow it,” he said.
But it’s not all hard work and no play.
Hammoud reminds Atlantic retailers that they’re
invited to the ACSA AGM on June 13th at the
Crowne Plaza Hotel in Moncton, NB., followed
by a golf tournament June 14th at Moncton’s
Fox Creek Golf Club, jointly hosted by the ACSA
and NACDA.
A golf tournament in Newfoundland on Sept.
18 will end off the summer. For more
information on the AGM, golf tourneys and how
you can make a difference with the ACSA,
contact Mike Hammoud at
hammoud@conveniencestores.ca or
(902) 880-9733.
atlantic c-store owners needed for
2012 state of the industry survey
The Canadian Convenience Stores Association is preparing to launch its State of
the Industry (SOI) Survey in March. We need your input! You’ll help your store
and you could win a free iPad!
When you fill out the SOI survey, you help yourself and other c-store owners
learn important things. At the 2011 ACSA SOI conference in Halifax, we learned
the following from the report:
• Atlantic Canada has more c-stores with higher average sales than the rest of Canada
• Customer satisfaction with their c-stores was 8.1 out of 10 in Atlantic Canada, compared to 7.9 for the rest of the country
• Our customers buy larger proportions of tobacco, fast food, dairy,
groceries, hot beverages and water than the rest of Canada.
We also learn about the tough challenges we face – last year we learned that
the c-store network in Prince Edward Island and Newfoundland and Labrador had
taken a hit. We confirmed that c-gas retailers were still struggling.
The ACSA and the CCSA use these findings to build constructive relations
between the c-channel and governments that often make decisions without
knowing the impact on retailers.
With the facts about our industry that the SOI survey gives us, we explain the
need for measures such as minimum margins and higher guaranteed margins for
c-gas retailers. By filling in the survey, retailers speak with a clearer voice.
The published survey report also tells us if and where other retail channels are
encroaching on c-store sales and allows retailers to compare themselves against
the rest of the industry.
win a free ipad!
Atlantic and Western c-store owners
who complete the SOI online will automatically be entered into
a draw for a free 32 GB iPad2 Wi-Fi + 3G ($749 value). You can
complete the survey at www.cstoresurvey.com.
contact michael
acsa board of directors
#B - 100 Ilsley Ave.,
Dartmouth, NS B3B 1L3
tel: 902-880-9733
fax: 905-849-9947
email: hammoud@conveniencestores.ca
Mike Hammoud
Glen Sullivan
Warren Maynard
Ramona Roberts
President ACSA,
Director CCSA
Chair ACSA
Ultramar Ltd – N.S.
Chris Scholten
Director ACSA
Scholten’s Gas & Groceries – N.B.
Brian Morrissey
Vice Chair ACSA, Director of CCSA
Needs Convenience Stores – N.S.
Treasurer
North Atlantic Petroleum – N.L.
Secretary
Big Dog Convenience – P.E.I.
Janet McLeod
Sid Chedrawe
JC’s Store – N.S.
Jason Lutes
Magnetic Hill Esso – N.B.
Nathan Woodland
Couche-Tard – N.S.
Wilson Fuel Co. Ltd. – N.S.
Sonya Hewitt
Marie’s Mini Mart – N.L.
March/April 2012
17
RESPONSIBLE RETAIL TRAINING
WE EXPECT ID
Deana Beltsis
DIRECTOR
get the food safety facts
NEW DIRECTOR
WANTS YOU TO GET
ALL YOU CAN FROM
Are you getting all the benefits you can
out of the Responsible Retail Training
(RRT) program? Did you know that as an
Association member, all the programs are
offered to you for free? Taking any of the
RRT training courses, including the popular
We Expect I.D. course, provides huge
benefits for retailers and is an excellent
way to improve your business this spring.
And under the guidance of new
national director Deana Beltsis, the RRT
program will undergo a facelift to bring
even more value to retailers so they can
continue to effectively sell age-restricted
products and keep employees on their
game with c-learning fundamentals.
If Deana’s name seems familiar, it’s
because she was the managing editor of
Cstore Life for three years.
Beltsis said her time at the magazine
taught her about the many demanding
regulations that retailers are confronted
with every day. Seeing the challenges
retailers face, and the consequences if
they fail to meet those regulations made
her realize the importance of the
RRT program.
18
cstorelife.com
“I know the real benefits of the
program,” she said. “C-channel retailers
have to abide by some of the toughest
rules and regulations out there. If they’re
not equipped with the right tools to
understand them and put proper
guidelines into practice, the penalties they
face can cost them their business.”
With over 12 years of communications
and marketing experience, Beltsis will be
spreading the message about those values
to all retailers. One of her key goals is to
make sure that every Association member
knows about the many training programs
offered to them for free.
“In the end, retailers can expect to see
an even bigger and better RRT program,”
Beltsis said. “Our plan is to talk to retailers
and other industry players, find out what
they like best about the training offered
through the program and what changes
they would like to see. In turn, we want to
make sure everyone out there – whether
governments, vendors, retailers, even
consumers - know the benefits of the
program, know the key learnings that can
be garnered by completing our training.
CCSA coast to coast
We want everyone to know that our
retailers are responsible – because, well,
they are.”
The free learning tools Association
members can take from the RRT program
also helps build a better community for
c-store owners, employees and their
customers.
“Retailers educate themselves so they
can be an effective part of the
community,” Beltsis said. The RRT
program also shows the general public that
c-store retailers take issues such as selling
age-restricted products, loss prevention
and health and safety, seriously.
Check out the current courses
available to you as an Association member
by visiting www.we-expect-id.com and
look for exciting news from the program in
the months ahead. You can run a smarter,
safer, more successful store, and the RRT
program will help you do it.
Keep foodborne illness out of your
store by taking the CCSA Food Handler
Safety Course
Here are just some of the many important
food-handling facts:
The Canadian government estimates 11 million people each year
suffer from food-borne illness – also known as food poisoning.
Most cases of food poisoning are contracted outside the home,
occurring because safe food handling practices are not
being followed.
Any retailer who handles or prepares food in their store must
be certified in many regions of Ontario. Are you? On March 20,
the CCSA invites you to one of the most important sessions at
the ConvenienceU conference and tradeshow. Get the facts from
Toronto Public Health Inspector Owen Chong, who will explain
how to safely handle, prepare and store food. Register today by
visiting convenienceu-toronto.fulcrum.ca.
After learning the important facts about food handling at
ConvenienceU, go to www.we-expect-id.com and take our Food
Handler Safety Training course. This interactive course is part of
the Responsible Retail Training program and is free to all CCSA
members. When you’ve completed the entire Food Handler
Safety Training course, contact your local health unit to find out
when and where you can write your final exam for certification.
Store cooked and ready-to-eat food items on shelves above
raw food.
Keep foods at the right temperature. Frozen food must be
below -18°C/0°F. Cold food must be below 4°C/40°F.
Hot food must be above 60°C/140°F.
Keep food covered with lids, containers or wrap that are
meant to cover food.
Wash hands often! Food handlers should wash their hands
after breaks, after using the toilet or if necessary, when
changing tasks.
Keep food preparation surfaces, walk-ins, walls and floors
clean. Create a daily, weekly and monthly schedule to make
sure you’re cleaning everything regularly.
Store waste in receptacles that are leak-proof, pest-proof,
non-absorbent and have tight-fitting lids.
Keep pests out! Cover all possible pest entrances and make
sure there are no food or water sources for them.
Keep washrooms clean and stocked with toilet paper, hot
and cold running water, a garbage can and either paper towels,
single use towels or a hot air dryer by the sink.
Make sure all mechanical equipment, such as the dishwasher,
is running properly.
To learn more, visit www.we-expect-id.com and take the Food Handler Safety Training Course.
It’s a great way to learn how to keep your customers and your staff safe.
March/April 2012
19
$
technology has existed in the Asian
markets for the past five years. Some
credit card companies have been
testing this technology for the past
few years in the United States, and
in Canada, the Bank of Montreal has
been testing a quasi-solution on the
back of their tap-and-go Mastercard
solution with mobile devices.
how will this
smart-phone
change your
With the number of players offering
mobile payment solutions and the
strength of the five large Canadian
banks, 2012 will be the year of more
and more mobile payment solutions.
Profits from banking are so appealing
that Rogers Communications recently
applied for a federal banking license.
future ?
Quick Transaction
Imagine: Customer transactions taking
about 30% of the time they usually do.
%
OFF
Speed in convenience is everything.
People today carry their phones in their
hands, not their wallets. The phone is
becoming a necessity to everyone’s
normal day. Consider that 3 out of 10
people will return home from their drive
to work if they forgot their wallet, but
7 out of 10 people will return home if
they forgot their phone. Phones are
becoming a part of our everyday life –
the “skins” that people can buy to dress
their phones is now a $1 billion business
that is exponentially growing. When was
the last time you dressed up your wallet?
Loyalty Programs Made Easier
Find My Store
People today are using their smart
phones for searching addresses,
reviewing maps, finding hours of
operation, and getting directions.
Lower smart phone prices and
special deals from wireless carriers
mean people are using their smart
phones more than ever.
But how many people actually use their
phone’s Internet search capabilities
to find the closest convenience store?
I bet you are thinking not many.
I agree.
20
cstorelife.com
Most convenience stores today do not
have a meaningful point of difference.
There is no compelling reason to
become a groupie or facebook fan of
your favorite convenience store chain
– is there? That question
deserves serious thought – think
about these opportunities in the future of the smartphone and your store.
Quick Payment
Imagine: Customers pay you with their
phone, using a unique two-dimensional
bar code connected to their credit
cards.
More and more quick-serve retailers
are accepting these payments.
Routine transactions under $50.00 do
not need to be highly scrutinized by
the credit card companies, especially
if these transactions are routine – such
as buying a coffee every day. A recent
research study for PayPal Canada found
that 56% of Canadians are comfortable
with the idea of never having to handle
cash while 31% said that mobile
payments would be more convenient
than using cash.
Embedding technology in your phone to
make payments is not new. In fact, this
Imagine: Your customer’s phone acts as
a loyalty card as well as a wallet, letting them receive automatic offers and
discounts straight to their phone.
For people with five to eight loyalty
cards in their family, one central
place to store the points earned
from all purchases is a tremendous
benefit to consumers who are rapidly
accepting this technology (and
trusting it). Think of your phone
replacing one or two credit cards,
and several loyalty cards, and imagine
how much more meaningful value
beneficial loyalty cards could deliver
to you at the moment of purchase.
Instead of the birthday cards sent in the
mail offering me special discounts each
year (which by the way, I appreciate),
take that “paper” task and think of an
“offer” from several companies during
your birthday week with the opening
message “thinking of you during your
birthday week”. Love it or hate it, the
game to win your wallet (I mean phone
in the future sense) and your loyalty is
to build a relationship and emotional
connection with you. The smart phone
takes this capability to a whole new
level.
Near field communications in mobile
technology is a fancy word for the fact
that your phone is constantly sending
out a wireless signal. Devices in your
store, when installed, are also sending
out a wireless signal. When both
devices see each other, presto – a
coupon is delivered to your phone: “take
advantage of buy one drink get the
other free”. This technology goes on
steroids when you put smart logic to it
and tell the coupon broadcasting device
to send that offer to everyone close by
when it is 100 degrees outside.
Lottery Play & Redemption
The best moment of engagement is
the seconds before and at the time of
purchase, and the power of the
smartphone delivering instant and
meaningful communications to you at
the store location, before you walk in, is
one powerful marketing machine that
could drive traffic to your store.
Imagine: Lottery sales stay strong by
keeping up with the new digital wave of
lottery gaming.
The single biggest opportunity for the
lottery organizations are the legal age
to 30-year-old players. To reach this
age demographic, the new lottery games
need to be engaging, competitive and
digital. Smart phones allow these digital
games to be in the hands of adult users
24 hours a day, 7 days a week.
Touch screens make engagement fun.
Instead of using a penny to scratch
instant win tickets, a Swedish company
years ago (years ago – yes) brought
scratch ticket technology to mobile
phone devices. Buy 10 tickets, charge it
to your credit card linked to your phone,
and while you wait for your plane to
take off, or whatever for that matter,
scratch tickets on your phone to see if
you are an instant winner. Playing with
friends? Simple - enter their names
on the ticket and have an email send
the ticket numbers to all those who
are playing with you. The best is yet to
come – because it is a digital record,
have the lottery organization notify you
tomorrow if you are a winner.
Convenience plus brought to you by
your mobile device in your hand!
Supplier Couponing
Imagine: Your suppliers gain more
information on your customers, helping
them drive customers to your store.
All suppliers want to know more about
their customers. Who are their best
customers? Who are the customers that
like their products but do not buy them
often?
Yesterday’s research focused on random sampling of consumers. Smartphones bring the speed of connectedness and two-way communication to
an unprecedented level of engagement.
Suppliers want consumers to know
where they can find their products.
Suppliers want to reward brand loyalty.
Bring these two powerful motivators
to the forefront, and the smartphone
delivers value to the consumer, the
supplier and the retailer.
Retailer Couponing
Imagine: It’s a hot summer day, and
every person near your store receives a
“buy one, get one free” beverage offer
from you on their phone.
FAST
March/April 2012
21
MAGAZINES
IN THE SPOTLIGHT
Did you know that 90% of all magazine
purchases come from subscriptions while
the other 10% of magazines are bought
at newsstands, bookstores, drug stores,
grocery and convenience stores? Many
consider newsstands micro convenience
stores and given their small size and
locations in high traffic areas, their role in
providing convenience is stronger than
ever.
Is the 10% slice of the pie worth
chasing after for the strategically minded
convenience retailer? After all, if it is 10%
today, what will it be in three years with
Apple’s iPad and Google’s digital platform?
But I predict the print medium will expand slightly as digital editions attract new
subscribers. To understand why, you must
understand “the pie” of readership.
Growing the total pie of readership
The goal of magazines is more than just
owning “eye balls” (readers or subscribers). It is about the data obtained through
subscriptions. This data allows magazine
publishers to find and cross-market to
readers with similar interests. It allows the
publishers to sell related products such as
books, special issues, videos, and music.
In fact, magazine publishers started
exchanging their subscription lists with
their competitors years ago as a way to
grow the total pie of readership. Every
publisher earned their fair share of the
larger pie. It makes sense, considering that
readers who have yearly subscriptions are
more apt to consider buying other yearly
22
cstorelife.com
Is the printed magazine on its way
out? Digital magazines available on
tablets such as Apple’s iPad, Google’s
new platform and e-readers will
change the way people read
magazines, but don’t tear down
your magazine racks just yet.
subscriptions of magazines than the single
copy purchaser.
Did you know that the top fifty
magazines are passed to seven other
readers on a single copy? These seven
additional readers mean more advertising
dollars can be charged per page versus
the theory that one magazine delivered
digitally to one consumer’s tablet will be
read by one consumer.
Production costs, advertising: What
digital magazines will change.
Digital magazines have almost zero
cost of distribution versus truck-to-store
DSD models that exist today. Digital
magazines have no paper costs as well.
Delivery and paper costs are about 35%
of the total costs, which is attractive to
publishers, but not at the expense of losing
value per advertising page.
Hot off the press means “published
today, got it today” in a digital world. How
about categorizing readers into groups by
their loyalty. There is something about
being considered part of an elite group
that receives special benefits like getting
the magazine first. Fewer people will see
the ads displayed digitally and advertising
rates will fall unless the effectiveness of
the ad is substantially increased.
The other argument is that digitally
delivered ads will improve reader
engagement, something that will increase
the advertising rates. These digital ads
will be better targeted at the “right” reader
with the “right” message.
Not “Digital vs. Print” but “Digital
AND Print”
Many people still love the dog ears
(curled edges of their printed magazines)
that are often found on coffee tables or
washrooms. Consumers will still have a
love affair with their beautiful colour print
magazines as 50% of the population
subscribe to at least one magazine. Will
iPad and other tablet devices be in the
hands of 15 million Canadians to replace
these printed subscriptions? That is a big
bet with an aging population.
Reaching out to new customers is a
common goal that will be shared by all
interested parties. I think more
collaborative publishing and software
agreements will be formed, not an “us
versus them” attitude.
Benefits of Digital Distribution
Cost of distribution
No messy ink
No paper
Ability to search and seek
ZERO
CALORIES
MAXIMUM
PEPSI
TASTE
Benefits of Traditional Paper
Dog ears
Habits
Aging Demographic and
New Technology
Conversation piece
Great Taste with MAXimum Profits
March/April 2012
23
BY SUSHMITA MAZUMDAR
My first American coffee experience ever
was at a gas station. My boyfriend was
embarrassed by the idea. He made me a
cup as I strolled the aisles of the store.
“Look what I found!” I exclaimed in
front of a shelf of packaged sweets.
He raised his eyebrows, “You want those?”
“They are Hostess Twinkies! Like in
the ads on the backs of Archie comics. I’ve
read them my whole life — back home in
India,” I explained.
“You have Twinkies there?” he asked.
“No, we don’t. But we have the comics
and so I have always wanted to eat a
Hostess Twinkie.”
When people step into convenience
stores – no matter where in the world –
what they find, even if it isn’t what they
are looking for, might still provide
immense satisfaction. That day, drinking
my first cup of American coffee, Twinkies
in hand, I felt thrilled and – one right at
home in that gas station off I-70 in Ohio,
even though I was 13,000 miles from India
and on my way to meet my boyfriend’s
parents for the first time.
Eye Openers
First times are seared into our memories.
What I found at my first convenience store
in my first foreign country, Norway, was
certainly surprising. My brother’s friend,
Kore, had picked me up at the airport. We
had to stop to buy milk on the way home,
so we swung into a convenience store.
Kore jumped out of the car and I followed.
“You forgot to lock your car,”
I reminded him.
24
cstorelife.com
FROM ONE-OF-A-KIND SOUVENIRS TO ONE-OF-A-KIND CULTURAL EXPERIENCES
ONE TRAVELER HAS FOUND MORE THAN CONVENIENCE IN CONVENIENCE STORES
“Lock the car? Why should I lock it?”
he replied.
“Why? Because your stereo could get
stolen while you are buying milk,”
I explained.
“Why would anyone steal my stereo?
They have their own,” he offered, as if
that explained everything. He walked
into the store and I stopped in my tracks.
Where was I? Not a friendly small town
where
everyone knew each other. This is a big
urban convenience store. So I learned
something about Norwegian society
that day.
I learned a bit about the language as
well. I saw a sign for Is and found that it
could identify ice or ice cream. I realized
quickly that Norwegian was phonetic so
kake (pronounced kaa-kay) meant cake.
I picked out a bottle of nail polish remover
from a shelf and bought it.
“How do you know what that is?”
Kore asked.
“Nagle lakke fjerne sounds a bit like nail
lacquer something,” I explained. “And this
is definitely not nail polish even though
the label has fingernails on it,” I said
holding out the bottle of liquid. In that
store that evening I had found a love for
the sensibility of the Norwegian language.
store and asked for one.
“You want to rest?” the clerk asked us,
looking confused.
“Can we use your washroom,”
my Canadian friend tried.
“You want to wash what?”
the clerk asked.
“Bathroom, please?” I tried again.
Eyebrows went up. “You want to take
a bath?” Finally the store clerk took a wild
guess: “Are you looking for a lavatory, by
any chance?”
As it turns out, convenience stores
have taught me how to get things done in
new environments. Struggling with a new
language in Paris, France, I had to come up
with a strategic plan of action for
communicating.
When buying everyday supplies at a
little corner store near the youth hostel
where I was staying, I had decided to not
speak in English or try to speak any French.
I got gentler and more helpful store clerks
when I asked my questions in Hindi, an
Indian language. Even though the clerks
spoke back in French, the atmosphere was
always friendlier than the youth hostel
dining room – where breakfast was served
in silence, probably because of language
barrier between staff and visitors.
had already scoped out. “They have the
egg thingies here too, mamma!”
my four-year-old informed me.
“What egg thingies?” I asked.
“The egg thingies we saw in Singapore,
Indonesia and India!”
It was Kinder Joy, by Ferrero, the
egg-shaped “thingy” with two
compartments inside – one has candy and
the other, toys. It is very popular
internationally but my kids will never see
it in the United States (it is banned by
the FDA because of the little toys inside).
I was surprised at how those little toys
kept the kids busy while we waited for
our flight home. For my kids, the candy
became a symbol of their long summer
away from home – for me it was a symbol
of how small the world was getting.
Speaking of surprises that come in
small packages, I have bought camera
film and two cans of Fosters beer from a
shirtless ten-year-old boy in blue shorts
“manning” a store in India. His mother
was with the baby, he had explained to
me by pointing to the back of the store.
Had he ever sneaked a sip, while his mom
was not watching, I wondered? But the
little guy was too busy working the store
– his home and his family’s livelihood.
Language Barrier
Little Remembrances
Tchotchke Or Treasure?
Whether or not languages and cultures
unite us, the global economy often does.
At the end of a recent vacation my family
and I found ourselves with a few hours
to kill at a busy European airport. My kids
dragged me into the duty-free store they
Another summer in a much more remote
part of India, I stepped into another
family-run store, in the town of Leh,
10,000 feet above sea level. I was looking
for extra batteries for my camera. I was
going on a rafting expedition and wanted
But languages are not always sensible or
even predictable, even if everyone speaks
the same language. Looking for a
restroom once in London, England, my
friend and I stepped into a convenience
to be ready to capture anything I
might see.
A shy young woman helped me. Her
father-in-law and owner of the store, she
gestured to me, was playing checkers
with his friends sitting in the warm
morning sunlight. As I paid for the
batteries I noticed her knitting lying on
the counter. She was making the most
beautifully colored socks I had ever seen!
I asked how much and she shook
her head.
“They are not finished,” she smiled.
“Do you have more?” I asked.
She pulled out a completed pair from
her bag. They were made from yak wool,
she told me. I bought them because I had
never seen anyone knit socks
before – and not because I had any idea
that our summer expedition was going to
get snow and we’d be trapped on a
cliff-edged beach for three days in
bitter cold.
The most unique object I found for
sale was in a little store in Singapore. They
sat in a bucket right at the entrance to the
store, slim sticks of bamboo with small
pastel-colored, plastic, umbrella-like
handles. I picked out a lavender-handled
stick. “This is cute! What is it?” I asked my
brother, whom we were visiting.
“These are canes,” he told me.
“Canes? What do you do with them?”
They were way too short and skinny to
walk with.
“Uh, you cane somebody. A kid,
actually,” he said uncomfortably.
I didn’t believe him so I went to the
cashier for proof. She confirmed what
it was. “Only for scaring, not hitting,”
she smiled. I turned away, and silently
watched an elderly lady pick out a good
one, pay for it, and leave.
“It’s Friday,” my brother pointed out.
“Maybe the grandkids are coming over
for the weekend,” he smiled and I shut my
gaping jaw.
Coming Home
At the end of my first trip to the United
States I found a mass-produced souvenir,
neither handmade nor unique. My
now-fiancé and I stopped to fill up at
yet another Ohio gas station before he
dropped me off at the Chicago O’Hare
airport. I purchased a four-inch-tall
teepee that opened up. Inside you could
see a Native American family! I took it
back to India with me, a symbol of the
new home I was soon going to have in this
new country.
By then I was over my fascination
with Twinkies but I do admit, in the last
11 years, as we have made many a trip on
I-70, I look forward to the convenience
store coffee. It’s no fuss yet special. It
stands for long drives home and holidays
with the family.
Sushmita Mazumdar is a book artist and
writer in Arlington, Virginia. She
encourages the sharing of memories by
adults as well as children, and teaches art
education programs facilitating
multicultural understanding.
March/April 2012
25
MAXIMIZE
SUMMER SALES
ARE YOU
PREPARED?
MOVING FORWARD
TOGETHER
As you already know, the new 75% health warnings will start
appearing on Imperial Tobacco Company products this spring,
and by June 19, 2012, all tobacco products will have the new
warnings and messages. As the leader in the tobacco industry,
we have a strong commitment to help you manage these changes,
and continue to help you grow your business. You may have
already received some of the tools we have developed to guide
you through this transition. This is only the beginning!
TOBACCO
ADVERTISING
Though the new health warnings will be distracting, we believe that
this can continue to be an opportune time of year for your business.
NOT AVAILABLE
Now is the time to prepare yourself, and your staff, for the four
key elements that will offer great new opportunities for business
growth in the months to come.
IN DIGITAL
Seasonality
Heung Sign Kwon,
clerk at Super Queen’s
Market,Toronto
Inventory Management
MEDIUM
NEW HEALTH CANADA REGULATIONS
16 new health warnings must cover 75% of the front and back
of all cigarette packs
Freshness and Availability – ITCO maintains the
highest standards of quality and freshness, guaranteed. Do you
have the right products on your shelves?
Toxic Emission Statements
Customer Needs – Are
Health Information Messages
Call 1-800-387-3323 or email sales@avn-cpc.com
26 and
cstorelife.com
mention this ad to receive your summer discount.
– Do you have a solution
to make sure you are investing your money in the right products,
and quantities?
75% Health Warnings
4 new toxic emission statements must appear on all cigarette
packs, replacing Tar and Nicotine numbers
• Official License for CFL, NHL & Eyewear Pink
• Canada’s #1 Sunglass Supplier to the Gas and Convenience Channel.
• Turnkey Sunglass Programs for any size store.
– The transition will be happening during
your busiest time of the year. Are you ready to take advantage of
new opportunities and retain loyal customers* for your business?
8 new health information messages must be included inside
all cigarette packs
you set to surpass your
customers’ expectations by using our knowledge and tools to
train and prepare your staff to give fast, courteous, expert service?
* The use of the words “consumer” and “customer” in the present document strictly refers
to an adult consumer, based on the applicable legislative definition of the age of majority.
Product information contained herein is intended to ensure that you, distributors and retailers of tobacco products, possess proper
and correct information on the products you offer for sale. This information is not intended for use in promoting tobacco products
to consumers and any such use is formally prohibited. Must not be posted within sight of consumers.
March/April 2012
27
Timing
is EvEryThing
4
KEy ELEMENTS
KEY
ElEmEnTs FOR
for GROWTH
growTh
it is time for you and your staff to get ready. There will be questions
to answer about the changes, and what they mean. But as always, we
will be there to help you meet your customers’ needs when they ask for
specific information about tobacco products. it is our goal to ensure
that your store is properly stocked, your iTCo products are fresh, and
your staff and customers well informed. Together, we will make this
transition smooth, smart and successful.
TOBACCO
1 sEasonaliTy
ADVERTISING
Traditionally, the coming of spring means more opportunities to grow your business. And
that is why we believe that although these new regulations will be distracting, the transition
couldn’t have come at a better time. We know that the period between Easter and Labour
Day is the busiest and most profitable time of the year. Sales will be continually increasing
from March until May and peaking through the summer months.
NOT AVAILABLE
28
cstorelife.com
IN DIGITAL
Adult tobacco customers spend about twice as much1 as non-tobacco customers with more
frequent visits to your store2. And in this time of seasonality, certain niche brands become
more sought-after. So plan ahead and make room for these products as to not miss out
on any sales. Your adult tobacco customers are your most important customers when it
comes to growing your business. So be prepared for the great growth opportunities that
are coming with some helpful tips from your ITCO Account Representative.
MEDIUM
TaKE ConTrol
of a winning soluTion
If you’ve signed up for the CR Web Solution then you’re already on the right track.
If you haven’t, now’s the time to do so!
Visit www.itcoorder.com to place your order or sign up for CR today!
During
DURING ThE
THE TransiTion
TRANSITION
2 INVENTORY MANAGEMENT
3 FRESHNESS AND AVAILABILITY
It is especially important during this season of greater in-store traffic
and sales that you and your staff are informed and ready for the higher
volume and different product demands. You want to be certain that
you do not have out of stock situations that may lead to the loss of a
sale, or even worse, the loss of a customer. At the same time, you do not
want to be over-stocked which may result in reduced in-hand money.
ITCO helps you save time and money by having the right products in
the correct amounts, minimizing time-consuming inventory removal
and replenishment on June 19th, 2012, and always.
What matters most to your adult tobacco customers are product
freshness and availability. Managing your customer’s expectations of
freshness during the transition, with 50% and 75% health warning
products on your shelf at the same time, requires the right tools –
tools that ensure your 50% product will be sold before your customers
start receiving 75% packs of the same product. And that’s another way
ITCO is helping to sustain the highest standards of quality and
freshness for your customers.
TOBACCO
ADVERTISING
NOT AVAILABLE
4 CUSTOMERS’ NEEDS
E
JU0N12
2
Your ITCO Account Representative will provide the tools and support to help
you and your staff better serve your customers. By training your staff to quickly
learn and use these tools, you will be answering to the five most important needs
that your adult tobacco customers have. Making certain your customers are well
served means continued profits for you!
IN DIGITAL
ADULT TOBACCO CUSTOMER’S
MEDIUM
TOP 5 NEEDS
2
1
3 4
3
FRESHNESS OF TOBACCO PRODUCTS
AVAILABILITY OF THEIR PARTICULAR CIGARETTE BRAND
FAST CIGARETTE PRODUCT RETRIEVAL
COURTEOUS, FRIENDLY STAFF
5
SPEED AT CASH
1. Source: Nielsen Panel Views, C&G, Study 2010
2. Source: Convenience Shopper Canada (CSC), Environics, Q1 2010 (multi-category purchases average)
3. Source: Customer Satisfaction Measurement, Quantitative, National, November 2010
Product information contained herein is intended to ensure that you, distributors and retailers of tobacco products, possess proper
and correct information on the products you offer for sale. This information is not intended for use in promoting tobacco products
to consumers and any such use is formally prohibited. Must not be posted within sight of consumers.
March/April 2012
29
WE ARE IN THIS
TOGETHER
TOBACCO
ADVERTISING
The unmatched value of BIC® Lighters means
unbeatable
sales!
front-end
C
M
Y
NOT AVAILABLE
IN DIGITAL
CM
MY
CY
CMY
K
IF YOU HAVE ANY QUESTIONS,
MEDIUM
We are a committed partner that will lead you through this
transition with the right tools to help you and your business. We
have created informational documents about the new regulations
that you have already received. And CR, our Web solution, is more
than just an ordering system; it helps you plan so you have the
right product on your shelves, always. In the weeks to come, we
will be providing training and tools that will help you and your staff
better serve your customers. So get ready for great opportunities
for continued growth and great profits for your business.
please do not hesitate to contact your ITCO Account
Representative or call Customer Service at
1-800-818-2771
Stephanie “Tina” Velomanana, Charlie Velomanana,
Managers and Co-owners of Dépanneur Tina Plus, Montreal, Qc,
with ITCO AR Amine Ahmed-Chaouch
Product information contained herein is intended to ensure that you, distributors and retailers of tobacco products, possess proper
cstorelife.com
and correct
information on the products you offer for sale. This information is not intended for use in promoting tobacco products
to consumers and any such use is formally prohibited. Must not be posted within sight of consumers.
30
BIC® Lighters offer several lines of exclusive designs,
including the iconic “Flick My BIC” Series.
March/April 2012
© 2011 BIC Inc., Toronto, ON M3N 1W2
31
As easy as
Simply call 1.800.387.3323
32
cstorelife.com
To order
call: 1.800.387.3323,
fax: 1.800.668.7509,
online: www.skupon.ca
Choose your delivery
Start saving money!
March/April 2012
33
2012년 흑룡의 해가 시작한 지도 얼마 되지 않은 것 같은데 벌써 봄이 훌쩍 다가왔습니다. 만물이 새로 돋아나는
봄을 맞아 c-store 비지니스 보호와 발전을 위한 트레이닝 자료들을 다시 한번 돌아 볼 시갂을 가지는 것도 좋을
것 같습니다.
캐나다 컨비니언스 협회 (Canadian Convenience Stores Association)는 편의점 운영의 편의 및 보호를 위하여 여
러가지 “책임감 있는 소매상 트레이닝” (Responsible Retail Training)프로그램을 제공하고 있습니다. 그 트레이닝
의 종류는 무엇이 있으며 또 어떤 이익이 있는지 소개 하겠습니다.
아이디를 보여주세요 프로그램 (We Expect ID)
캐나다에서 크게 문제가 되고 있는 미성년자 불법 구매건에 비롯되어 가게주 및 직원에게 올수 있는 페널티에 관
하여 자세히 설명, 어떻게 각 다른 상황에 대처 및 유의할 수 있는 지에 관하여 수록되에 있습니다. 한글 서비스.
직원 안전 및 보안 (Employee Safety & Security)
근무처 폭력 예방에서 부터 돈 처리까지 직원 안전 및 보안에 관하여 고유주와 직원들 모두 업무에 연관된 위험
요소를 최소화 시키고 도움을 주는 안전 교육침을 제공고 있습니다. 한글 서비스.
식품 취급자 안전 교육 (Food Handler Safety Training)
식품 취급에 관한 안전 교육은 직원들이 음식물 핸들링에 관한 적절한 기술, 식품 오염 및 기타 질환을 제거하고
피하는 여러가지 방법을 배울 수 있도록 합니다.
보건 및 안전 (Health & Safety)
흔하지는 않지만 편의점 읷에 관련된 읷로 직원들이 치명적읶 사고를 당하는 경우가 있을수 있습니다. 고용주로
서 근무처의 위험 요소를 알아내고 안전한 읷터를 만들수 있도록 여러 도움말을 제공하고 있습니다.
근무처 위험물 정보 시스템 (Workplace Hazardous Materials Information System)
위험 물질들은 근무처에서 흔하게 있을 수 있지만 읶식 할 수 없을 수도 있습니다. WHMIS는 청소 제품, 페읶트,
청정기나 프로판 같은 읷상적읶 물건의 안전한 사용에 관하여 가르칩니다.
손실 방지 (Loss Prevention)
매년 비지니스 운영 중 외부와 내부 도난으로 무수한 피해를 입을 수 있습니다. 이것을 방지하기 위한 수월한 수
행 단계를 제공. 근무처에서 어떤 읷이 읷어나고 있는지 외부 및 내부 사읶등이 열차되어 있습니다.
비어.와인 판매 (Retailing Alcoholic Beverages in Your Province)
소매상에서 주류를 판매할 수 있는 지방이라면 꼭 알아야 할 프로그램. 적합한 훈련은 주류 판매에서 읷어날수 있
는 벌금이나 다른 피해를 최소화 시킬수 있습니다. 아이디를 보여주세요 프로그램 (We Expect ID)후에 검토하시
길 권장합니다
One Coke.
®
One Song.
*
스위트 스팟 판매 (Sweet Spot Selling)
손님 중 10프로 정도만 불편한 점이 있으면 의사를 표시하고 나머지 90프로는 다시 돌아 오지 않습니다. 비지니
스의 성공은 제공하는 서비스와 품질에 직접적읶 영향을 받습니다. 스위트 스팟 판매로 고객 만족을 최대화 방법.
근무처 희롱 (Workplace Harassment)
직원들이 근무처에서 당할 수 있는 여러 종류의 괴롭힘 내지 성희롱의 정의를 식별하고 방지하는 방법을 배웁니
다.
위조 화폐 (Counterfeit Currency)
캐나다 어느 곳에서나 문제가 될 수 있는 위조 지폐 판별법 – 싞분 도용, 싞용 카드 도용, 수표 및 머니 오더 사기
에 관하여 배울 수 있고 고객 보호법도 수록.
CCSA의 회원들은 이 모든 프로그램을 무료로 접할 수 있으며 온타리오 한읶 실업읶 협회 (OKBA) 회원들은 이
미 CCSA회원 자격이 있으십니다. 더 많은 정보는http://www.we-expect-id.com/ 웹사이트에서 찾으시거나
CCSA 사무실로 전화 주십시요: 1 (905) 845-9339 TOLL FREE 1 (877) 934-3968.
34
cstorelife.com
질문이 있으세요? 앤지에게 물어보세요!
Have a question? Ask Angie!
angie@cstorelife.com
This sales period could be one of your greatest hits with Coca-Cola® and iTunes.
Coca-Cola® and iTunes are getting together to offer your customers an exciting in-store promotion. Between March 1st and
May 31st 2012, consumers will get a PIN to redeem at iCoke.ca for a free song download with every specially marked 591mL bottle
of Coca-Cola® (to a maximum of 10 songs per week). So ask your Coca-Cola® sales rep for point-of-sale materials that will bring
Coca-Cola® and iTunes’ “One Coke®. One Song*.” promotion to life in your store and help crank up your sales.
35
20121, 2012 until
*See specially marked 591mL Coca-Cola bottles/cups. Must be an iCoke member. iTunes and additional terms apply. 1 PIN = 1 song or 500 iCoke Points. Offer valid from March/April
12:00:01p.m. March
11:59:59p.m.May 31, 2012. Standard message rates apply.
iTunes is a trademark of Apple Inc., registered in the U.S. and other countries.
® Coca-Cola Ltd., used under license.
10 SPRING STEPS
PUT SOME SPRING INTO YOUR STORE WITH OUR
TOP-10 COUNTDOWN!
BY LAWRENE DENKERS
10
Spring Clean
08
Plan ahead
06
Seek advice
Scrub the counter! Get rid of the junk!
Clear the clutter! Spotless counters,
orderly aisles and tidy shelves mean ease
and convenience to busy consumers.
Change your displays to keep the store
fresh and interesting. Feature what’s new
and keep easily accessible what’s popular.
Clear and clean the window—open
your storefront so people can see inside
and get the “welcome” feeling right on the
street.
Planning ahead involves taking inventory
and ordering products, talking to your reps
to see what’s fresh, what’s coming out
this season, and setting targets. Be sure
to target the frozen treats market. As the
weather warms up, your customers will
want to cool down. Move the cold
sellers—the popsicles, slushies, and ice
cream—to the front of the store, making
them easy to see and hard to resist. Be the
first in your neighbourhood to offer the
latest in such luxury treats as cold
cappuccinos and fruit smoothies.
Look for selling aids to add appeal and
drive impulse sales. The next time a rep
visits your store, ask, “What am I missing?
What do you have that could help?” This
establishes a strong relationship through
which you will see more frequent visits
and benefit from selling aids that work.
Mimic the ideas used by the best
retailers. Why do they put the allergy
medication beside the tissues, the donuts
beside the coffee, the lighters beside the
charcoal? Because seeing products side
by side on the shelf reinforces the “I need
both” buying decision in customers’ minds.
Adapt what works for others to make it
work for you.
09
Investigate
Go over your records from last year to
remind yourself what your hot sellers were
last spring and what sat on the shelf. What
were your customers’ favourite snacks,
their favourite drinks? Then look around.
What are your customers seeing in
advertisements that they will just have to
try? Brands that advertise tend to be those
people have seen, and so those they trust.
A little research—a look into your last
year’s sales, and a look through
newspapers/periodicals and at billboards
around the neighbourhood—will help you
determine what brands already connect
with your customers and what the new
trends will be.
36
cstorelife.com
07
Stock up
Have a broad range of products on hand
to cover your customers’ every need,
anything they might want at the last
minute. Think balls of string, bandages,
bleach, batteries, candles, combs,
hairclips, sewing kits, travel alarms.
Consider expanding your product line to
include, if it doesn’t already, bags of ice,
so they can “ice those drinks!” this spring,
and fresh cut or potted flowers. Nothing is
prettier on your sparkling spring-cleaned
counter than a few flowers.
Be sure to have some gift items—those
flowers, boxed chocolates, toys, books—
available. Last-minute gift ideas are
always appreciated by busy people.
05
Advertise
If the budget allows, advertise in your local
newspaper, telling customers what
changes you are making or sales you have
coming up. If that’s too pricey, draw up a
few nice-looking flyers to post and hand
out. Keep your store’s name and
location, and its community spirit, on
people’s minds through sports or
education sponsorships, which can run
from providing water for a special event to
buying team shirts.
Embrace the Internet. Visit us at
cstorelife.com. Set up a social media
presence for your store or talk to an
employee or family member about taking
on that important task. Customers are on
the Internet, and it’s where you should
be, too.
04
Make it fun
Add some humour to your sales
presentation. Create a personality for your
store and for your staff management.
Signs of humour are popping up all over
the place in retail, so take a look around
and tailor a message to fit your location
and featured items. It can be as simple as
“Spring has sprung!” or “Green and Clean!”
if you are, for instance, featuring
cleaning products.
“Let’s be the buzz this spring!” can
be a fun team target for your staff. It can
include letting shoppers know about
new products, and advertising to potential
customers.
03
Donate
Determine what products in your store
haven’t sold in a while. Donating them to
the local food bank not only frees up space
and makes spring cleaning easier, but acts
as a form of advertising. A compassionate
store is an attractive one in any
community.
Suggestive selling can be part of your
greeting, while it generates dollars for
your store. “Have you found everything
you were looking for?” is fine, but even
better is something like, “Have you tried
this new snack? I’ve sold 30 of them so
far today!”
01
Exercise
Our number one spring step is to be good
to yourself. And the good news, in this
business, is that standing is good for you!
Recent studies show standing is better
than sitting, and so standing behind the
counter is helping you stay strong and
healthy. But how about a nice stretch
to give your body a break? When you’re
spring cleaning those store shelves,
stretch all the way to the back… there,
doesn’t that feel good in your arms and
shoulders? Reach to the top shelf now,
right up on your tiptoes. Ah, what a
full-body stretch. And finally, how about a
big friendly smile? Smiling is great for the
cheek muscles, and customers just love it!
(Their cheek muscles get to benefit, too,
when they smile back!)
AND NOW YOU’RE
READY FOR
ANYTHING!
YOU’RE READY
FOR SPRING!
02
Be a good host
Treat all customers as if they were guests
in your own home. Yes, always offer a
friendly greeting, but remember, too,
how busy they are. Speed of access, that
is, the ability to grab basic items quickly,
is critical in taking advantage of the few
minutes you have to sell something and in
acknowledging your customers’ needs.
March/April 2012
37
WHAT’S
Happening
Hot
&
NEW
38
cstorelife.com
Are you ready for Canada’s new polymer notes?
The new $100 bills are now available and the new $50s will be out
at the end of March. The $20, which represents over half of
all notes in circulation, will be out on the streets late this year,
followed by the $10 and $5 in late 2013. Free materials and training
on the new notes are available to help you prepare your staff.
www.bankofcanada.ca/banknotes
RBH is proud to introduce RBH Connect 2.0!
The new version of www.rbhconnect.ca is an educational and
interactive tool tailored to the needs of your business. Find valuable
market information about how your store is performing with the
updated ‘My Store’ section. Obtain time relevant information for your
business in ‘News & Info’, enter Trade Contests, create Staff Accounts
and find detailed Product Information at the click of a mouse.
#1 Name in Prepaid Offering
• Prepaid Mobility
• Prepaid Iridium MasterCard
• Prepaid Long Distance
Coming Soon – SelectCore will be your leading
provider of Debit/Credit Merchant Services.
www.selectcore.com
Jack Link’s Cholula Hot
Sauce Beef Jerky
comes in a 3.25 oz resealable
package and is naturally low in
calories and carbs, 97-percent
fat free and naturally high in
protein.
The next time you are looking
for a simple and delicious
answer to your snack craving,
rip open a bag and enjoy the
perfect combination of heat
and tenderness in every bite.
March/April 2012
39
DSD
SPECIAL
DELIVERY
BY JERRY SOVERINSKY
INDEPENDENT RETAIERS TURN TO
DIRECT-STORE DELIVERY (DSD)
FOR OPERATIONAL EFFICIENCIES.
40
cstorelife.com
Running out to the warehouse
club to refill a run of milk is not an
option for Marcelle Lavoie, owner
of Wreck Cove General Store in
Wreck Cove, Nova Scotia, a tiny
hamlet on the east coast of Cape
Breton Island. The nearest sizable
town is Sydney, 90 minutes away,
so the c-store veteran must
manage her inventory carefully,
ensuring an uninterrupted flow
of goods, especially for
high-velocity items.
As any visitor to her store will
attest, no matter whether
during the tourist-heavy summer
months or sleepy winter, Lavoie
accomplishes the task
masterfully, with store shelves
brimming with products —
inviting arrays of food, beverage,
and general merchandise — that
have earned her store a
reputation among locals and
visitors as a shopping destination.
Her secret?
Lavoie relies to a large extent on
direct-store-delivery (DSD),
a distribution model that’s
becoming an increasingly popular
and viable option for independent
retailers, who are turning to
the practice to improve their
bottom lines.
Why DSD matters
For independent retailers, the search for
efficiencies is an endless pursuit. Wearing
a multitude of hats – clerk, stock person,
accountant, buyer, customer service rep,
HR department, and janitor, among a
million more – any opportunity to reduce
time and labor expenditures without
compromising operations is a
welcome one.
Enter direct-store-delivery, a
distribution model that produces a number
of savings, especially for small retailers.
“For retailers, DSD unleashes an
unparalleled opportunity to drive growth,
power innovation, and improve cash flow
... the most effective supply chain design
to deliver what customers want at the
shelf where it counts most,” concluded
the Grocery Manufacturers Association in
a detailed 2008 report, “Powering Growth
Through Direct Store Delivery.”
Whereas the traditional Canadian
convenience store distribution model
involves working with distributors and
wholesalers, the DSD model eliminates the
middleman and relies instead on
fulfillment directly from producers and
manufacturers. The DSD model captures
weekly purchasing data and can use
algorithms to ensure the appropriate mix
of products and adequate stock levels are
distributed to the cstores on a frequent
basis. Wholesalers, on the other hand,
rely on more traditional order acquisition
approaches where the retailer phones in or
electronically places their orders, usually
without the aid of a sales rep in the store.
“DSD works for me because the items
which come this route are either my
highest sale items which need to be
restocked weekly or bi-weekly, or they
are specialty items …” Lavoie said. “The
big sale items – such as dairy – come on a
schedule year-round and it couldn’t
happen otherwise. The specialty
companies such as local jam producers
would be too pricey if they went through
a distributor.”
In addition to improving fill rates,
DSD can help improve a retailer’s profits,
reducing costs while improving margins.
Whereas the traditional distribution model
left product at a retailer’s door, DSD
personnel assume an integral in-store role,
executing promotions, ordering product,
and merchandising.
“Our merchandisers go into stores and
they [perform a comprehensive assessment],” said Keith Johnson, vice president
of sales for The Amazing Video Network
(AVN), a company that supplies DVDs,
video games, music, and general
merchandise to nearly 4,000 convenience
stores throughout Canada. “They look at
the planogram and they determine what
needs replacing.”
Most of AVN’s customers get called on
directly (the most remote receive product
via post), a crucial component for
maximizing retailer satisfaction.
“The traditional models, retailers wait
for reps to get to their stores, it can take
six weeks,” Johnson said. “But with our
products, there are time
sensitivities … plus, our product line
expands and contracts based on the time
of year and location… we explain those
things to the retailers … we try to keep
them organized.”
It’s a personalized approach that helps
keep stores current with product while
building solid relationships.
“Dealing directly with … producers is a
lot of fun because there is a rapport which
grows from giving feedback,” Lavoie said.
“[M]y pleasure comes from people
contact; I take fun where I can get it.”
Making cents for retailers
Because DSD cuts out the middleman,
there can be a significant cost savings for
retailers, both direct and indirect.
“If a product is delivered directly,
retailers see much greater margin than in
many other categories as many sources
of overhead are cut out of the equation:
delivery costs and stocking costs, for
example,” said Mike Luce, vice president
of business development for The Smart
Cube, a global professional services firm
specializing in procurement and supply
chain research.
Indirectly, DSD makes sense because
it ensures a robust inventory level for
products. Under the traditional middleman
system, should product run out in between
visits, the retailer is deprived of potential
sales.
Finally and perhaps most important for
small retailers, DSD provides a third hand
March/April 2012
41
Designed
to Make a
Difference
™
1
with mundane tasks – stocking shelves, merchandising,
reordering – allowing operators more time to focus on their
customers.
“… [T]he added bandwidth from DSD representatives has a
ripple effect by allowing the store staff to focus on other
departments,” Luce said.
Supplier-retailer relationships
As suppliers begin to appreciate the appeal of DSD to retailers,
more are turning to the practice to ensure healthy sales.
“Imperial Tobacco was the first tobacco company to go to a
DSS (direct-to-store sales – slightly different acronym but same
idea as DSD) in Canada. It did so in an effort to increase service
level to its retailers and their customers, especially important
as the country’s tobacco environment underwent change,” said
Steve Pinard, division head of trade marketing and distribution for
Imperial Tobacco Company.
“The decision to commit to such a major investment was
made to better meet the needs of our smoking adult
consumers in the fast-paced, ever-changing tobacco
environment in Canada,” Pinard said. “Lack of product visibility at
the point of sale presented new challenges for the retailers and
their customers. Our aim, then and now, is to provide the retailer
with the important information and business tools that help them
continue to offer fast and quality service and keep preferred
Imperial Tobacco brands in stock.”
The move was not without substantial cost for Imperial, which
had to hire a “huge” sales force to cover their DSS outlets,
according to Pinard. But the investment has since paid off, as the
model has translated to a number of bottom-line benefits for
its customers.
“DSS has provided us not only with the ability to increase our
speed to market with next day delivery, but most importantly,
more frequent interactions with the retailer,” Pinard said,
adding the sustained presence also allows the company to
respond quickly to changing consumer demands and preferences
as well as provide valuable one-on-one training and tools.
42
cstorelife.com
But perhaps most important from a quality standpoint, DSD/
DSS ensures continually fresh product reaches consumers.
“DSS … helps minimize the residual shelf life of products by
facilitating frequent stock rotation and better retailer inventory
management as a whole,” Pinard said.
Finally, because DSD/DSS employs advanced technology in the
field, the practice helps retailers and suppliers realize improved
ordering accuracy, which Pinard says reaches as high as
98.5 per cent.
Self-service delivery
But alas, DSD is not for every retailer (or supplier). Geographic
considerations make it inaccessible for some, but “we’re talking
about a small percentage of the retailer universe,” Pinard said.
And others might find inefficiencies in the system – 7-Eleven
U.S.A. recently modified the practice at its stores (DSD has a
much longer history with U.S. retailers), where DSD trucks
became too numerous in store parking lots. Accordingly, the
company has consolidated its fresh food delivery systems,
reducing the overall number of deliveries (and vendors) its
stores receive.
But for small retailers who are able to avail themselves of the
practice, even selectively, DSD is proving to be a valuable asset.
“DSD works for me for products manufactured locally within
the Maritimes,” Lavoie said, “I could not operate without their
delivery services … [Besides], distributors tend to be bigger
businesses and we are communicating with very busy ordering
staff which is a little less intimate.”
And for Lavoie, who has worked in the c-store industry for
more than 35 years, when given the choice between impersonal
or intimate, she’ll always go with the latter.
“All of us who work [in convenience] love working with people
and we have a sincere pleasure in meeting people,” she said.
“Interaction is important, especially in a small community.”
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2012 43
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I use salt, pepper and sugar.
Most people do. I never look for a
specific brand name when I need one
of these products and I don’t
imagine that many people do.
If they did, I suspect that they would
need to shop around since few stores
would carry anything other than a
single mainstream product.
With commodities, this behavior
is typical.
PRODUCT X
EXCLUSIVELY SOLD HERE
When a product becomes a commodity, different brands are
so similar that consumers see every alternative in the category
as acceptable. When commoditization happens to a category,
a product’s availability will ultimately become based upon the
product’s cost. Retailers can press for better margins and
demand attractive consumer shelf prices. Of course this happens
because, with commodities, there is virtually no consumer loyalty
to worry about. Product exclusivity is the natural outcome and
the self-fulfilling prophecy of commodity / exclusivity is born.
In this scenario, only manufacturers with lower cost structures,
location advantages, control over raw materials, or other unique
advantages will come out on top.
But manufacturers can get their products out of the
“commodity trap”. The secret is often the introduction new or
improved versions of the product. Spring water, sparkling water,
vitamin water, and flavored water…. pretty clear isn’t it? Water is
certainly not a commodity anymore. On the other hand, customers must truly value these new or improved versions of products
for this strategy to work.
There is another way a product can behave like a
commodity – when it’s the only one available.
If I need fuel late at night I may prefer a particular brand of gas
but I’ll fill up at whatever location is open, no matter what brand
of gasoline they sell. If I work in a remote area with few
alternative retail locations then I’ll buy the products available at
that single retail site. Other options either don’t exist or are too
far away when I need them.
Unfortunately, most of us don’t operate in remote
locations and our extended hours of operation are largely similar
to one another.
Can we sell fewer brands, get higher margins,
but not lose customers?
Is there a way for us to capture improved margins through
exclusive product sales without alienating our brand loyal
consumers? I think it’s a really great question.
If this were possible, the math could be quite compelling.
We would keep the same overall store volumes, and we could
44
cstorelife.com
double or triple a single product’s sales by
shifting volume from competing products
to ones we sold exclusively. At a standard
margin we retailers are indifferent, but in
the scenario I’m describing, advantaged
manufacturers experience a significant
lift due to their marginal profitability on
incremental sales. If manufacturers would
want to participate in such a “pay for
performance” program, then there must
be an economic incentive to do so.
But what if our decision to sell only
certain brands makes our customers shop
somewhere else? No amount of additional
margin would adequately make up for
those losses. So if you think that some
level of sales exclusivity is worth exploring
in your store, how do you deal with this
potential problem?
How would you do this?
Here’s the strategy:
The answer becomes
clearer when you think about
the following:
I believe that a consumer’s intended
use for a product might also present an
opportunity for exclusive sales.
In my view, single serve products
intended for immediate consumption
benefit the most from the “value of brand”
in convenience stores. Although many of
these categories are purchased on
impulse, they are also very much
considered a form of indulgence.
1.
How does “price” influence our consumer’s decision to purchase a particular product versus the other substitute products available?
2. How does our consumer intend to use the product they’ve purchased?
Fewer products, higher margins:
a pricing strategy
In any category with premium, mid-tier
and low-priced product offerings,
I believe that consumers buying the
lowest price point product have told us
that they already consider their choice to
be “commodity-like”. In other words, they
see little difference between brands and
value, and see no reason to buy the higher
-priced option. If we can satisfy
consumers in this price segment with a
variety of sizes and flavours, then the
lowest price tiers are the best place to
practice sales exclusivity.
• Keep your selection of products at
the premium end of the spectrum
• Reduce your selection of products in
the mid-tiers
• Move to sales exclusivity at the
lowest price point within the
category
You want to work with a manufacturer
to support your strategy. You also want to
make sure that your lowest price point is
competitive within your trading area.
This way you don’t risk losing your most
brand-loyal, premium consumers.
Fewer products, higher margins:
a multi-serve strategy
On the other hand, customers shopping
for multi-packs, case lots and products to
be consumed on multiple occasions may
care less about the value of the brand.
Providing snacks for a week’s worth of
lunch boxes or having a case of bottled
water in the refrigerator may be examples
where an exclusive product with an
attractively low price could sell well.
Your objective with both of these
strategies is to enhance specific category
profitability at equivalent total volumes.
At an attractively low price point, you may
also benefit from volume shifting to your
store from elsewhere in your trading area.
Limiting the risk of consumer
defections however, is always your most
important consideration.
Ron Funk, is a highly regarded executive
with 30 years experience in our industry
and has a management consulting
practice in Toronto. Partnered with a
leading communications firm and an
investment bank, Funk Consulting
dedicates resources to solving complex
client problems. He may be contacted at:
ron@ funkconsulting.ca
PRODUCT Y
EXCLUSIVELY SOLD HERE
March/April 2012
45
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cstorelife.com
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cstorelife.com
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49
CSTORE LIFE AROUND THE WORLD
DENMARK IMPOSES WORLD’S FIRST TRUE
FAT TAX
In a bid to combat obesity and heart disease,
Denmark has introduced what is believed to be
the world’s first nationwide tax on foods with
saturated fat.
Foods in the country with saturated fat
content above 2.3 per cent will be taxed
16 Danish kroner ($2.98 CDN) per kilogram of
saturated fat, which translates into about
45 cents for a small package of butter and about
17 cents for a hamburger.
The tax, which came into effect in October,
was preceded by weeks of Danes stocking up on
taxed items like butter, milk, cheese, pizza oils
and meat.
Earlier in the year, a study by Denmark’s
Institute of Food and Resource Economics
linked highly saturated fats to four per cent of
the country’s premature deaths. It is hoped the
higher prices, will encourage Danes to adopt
slimmer diets to save money.
The fat tax, however, has already come under
fire from the country’s own food industry.
They say the way the tax is applied will cost
Denmark’s businesses an extra $28 million in the
first year and put them at an unfair advantage
with other European Union (EU) countries.
Denmark already has extra taxes on sugar,
chocolates and pop, imposed in 2010. Danish
Health Minister Jacob Axel Nielsen credits fees
on sugar, fat and tobacco with the country’s
rising life expectancy, which is now 79 years old.
Other, fatter countries - like the UK, which
weighs in at third-most obese, behind the U.S.
50
cstorelife.com
BY DEANA BELTSIS
and Mexico – are watching Denmark’s fat
tax closely to see if it will indeed have a
slimming effect.
In September, Hungary introduced a new tax
popularly known as the “Hamburger Law,” but
that only involves higher taxes on soft drinks,
pastries, salty snacks and food flavourings.
Romania and Iceland had such taxes but dropped
them, Finland and Ireland are among EU
countries that may next adopt fat taxes.
In Canada, talks about imposing taxes on
sugary and high fat items have been going
on for years, more aggressively since 2009,
but no substantial legislation has even
been considered.
As for the US, when asked by TV personality
Al Roker whether a Danish-style fat tax would
be good for the United States, Michelle Obama
replied that Americans don’t need
government telling them what to eat, they just
need better information about nutrition.
New York City Mayor Michael R. Bloomberg,
says otherwise however, when he declared to
the United Nations that state control of
American diets is “ultimately the government’s
highest duty.”
Though praised by public health
advocates others who feel it smacks of the
nanny state are dismissing the new tax.
Still, to date, there are no real examples that
prove consumers would rather pay up or slim
down when it comes to fatty food consumption.
The world will just have to watch and wait.
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March/April 2012
The information in this document is for retail and tobacco wholesale use only. It is not intended as advertising and cannot be shown to consumers.
51
New Labelling Regulations
for Cigarettes and Little Cigars
Information for retailers
The Government of Canada’s new Tobacco Products Labelling Regulations
(Cigarettes and Little Cigars) require new health warning messages and other label
changes on cigarette and little cigar packages. The regulations also provide a
transition period for manufacturers, importers and retailers. The following information
is intended to help you avoid disruptions in your operations.
CIGARETTE
WARNINGS
WHAT YOU ARE ABOUT
TO SEE IS DANGEROUS
TO ACCURATE SELLING.
As of March 21, 2012, manufacturers and importers may sell only cigarette and little
cigar packages displaying the new health warnings.
Retailers then have up to June 18, 2012, to sell their inventory displaying the old
health warnings. As of June 19, 2012, only packages of cigarettes and little cigars
that display the new health warnings can be legally sold at retail.
The new health warnings are easy to identify:
• They are larger, covering three-quarters (75%) of the front and back panels.
Previously, health warnings covered half (50%) of the front and back panels
of cigarette packages.
• Each warning includes a toll-free quitline number and Web address.
Products affected:
• Cigarettes
• Little cigars
Other tobacco products will continue to carry the previous health warnings on their
packages, where such requirements apply.
For further information:
Please visit www.healthcanada.gc.ca/tobacco-labels
or call 1-866-318-1116 (toll free).
The Federal Ministry of Health has
mandated that cigarette warnings cover
75% of cigarette packaging effective
May 1, 2012. Current regulation requires
50% of the packaging to be dedicated
to health warnings. This new regulation
makes it difficult for manufacturers to
distinguish their brands through colour,
name style, and font size.
For retailers in charge of selling
tobacco, the smaller space left for
manufacturers to identify and
communicate their brands makes it
difficult for retail staff to easily find and
deliver the right product to the time-starved
consumer on the other side of the counter.
Additional stress is caused by the
line-up behind that consumer, and the
responsibility of making sure every
consumer asking for tobacco is of legal
age. Training part-time staff, many of
whom do not smoke, adds complexity to
the problem of staff turnover, and the
retailer owner’s goal of delivering
excellent customer service.
Ordering the right product and having
enough products on hand to meet
consumer demand are also made more
difficult by hard-to-identify cigarette
packaging.
C-store retailers are up for the challenge
though, even if they’re not happy with the
curve balls the government keeps throwing
at their small businesses. Many retailers have
consistently demonstrated that they are
up for the challenge. Retailers showed
that they could deal with hiding cigarettes
behind flaps in the 10 weeks allowed, and
I believe retailers will prevail with methods
and systems to ensure that they can deliver the right product to the age verified
consumer.
Looking at the big picture, c-store
retailers wonder at the momentum
behind the “State”, as it grows and grows
and our tax dollars fund special interest
groups that are far more sophisticated at
lobbying than we would ever be.
It’s the irony similar to seeing doctors
smoke near hospital entrances.
Some call it the “State” taking over
product packaging, and wonder if we’ll see
pictures of fat people on cookie boxes,
cirrhosis of the liver on beer bottles, broken
families on poker chips at government
run casinos, and yes, caffeine patches on
coffee cups. To add salt to the wound,
the offensive warning labels are designed
by government officials whose colleagues
count the billions in tobacco tax dollars
collected each year.
The momentum behind the “state”
grows and grows as our tax dollars fund
special interest groups that are far more
sophisticated at lobbying than we would
ever be. That is the irony similar to seeing
doctors smoke near hospital entrances.
Here are some suggestions on
dealing with the new warning
labels on cigarette packaging:
1. Manage inventories carefully in order
to get the new packaging in stock as
soon as possible as tobacco consumers
will identify new packaging as being
fresher product
2. Be aware that the new packaging does
not contain references to % of tar or
nicotine which follows the new
government regulations and does
not represent changes to the actual
tobacco in the cigarettes
3. Rely on your tobacco sales reps for
information on trends and other
packaging questions
4. Given 75% of the packaging contains
health warnings, devise a system to
allow for quick and accurate retrieval
of products e.g. group brands by family
with best sellers within arm’s reach
5. Placing packaging on their sides
provides a quick method for inventory
counting as long as the shelf is properly
identified
March/April 2012
53
IN THE NEWS
BOUCHARD:
Photo by Émilie Dutil-Bruneau
One of the convenience store industry’s
most connected players provided a great
first hand glimpse into industry-wide
conditions recently, noting that while
things are picking up south of the border,
that’s not the case here.
“The US market is opening up,” said
Alain Bouchard, president and chief
executive officer of Alimentation
Couche-Tard, Canada’s largest
convenience store operator. “However the
recession seems to be catching up with us
in Canada. Things are slowing, particularly
in Quebec, the Maritimes and parts of
Ontario.” Bouchard made the comments
following a rare public appearance, at a
meeting of the Quebec Association of
MBAs, his first such outing in three years.
The comments add clarity to remarks
made shortly after the release of the
company’s second quarter results.
“Consumers continue to be very price
sensitive, forcing us to maintain
promotions on certain products to protect
traffic,” Bouchard said at the time.
“Of course this puts pressure on our
margin percentage. However growth of
same store merchandise sales more than
compensated for the decrease.”
54
cstorelife.com
RECESSION CATCHING UP
WITH EASTERN CANADA
REPORT BY
PETER DIEKMEYER
Bouchard centered his presentation
to the MBAs on lessons-learned during
the company’s phenomenal growth phase,
which he led, which started with the
founding of its first store in 1980. Much
of that progress stemmed from the
company’s ability to acquire and integrate
a slew of competing banners, ranging from
Mac’s and La Maisonnée to Perrette and
Mike’s Mart.
Acquisitions continue to be a core part
of Couche-Tard’s strategy. Between the
beginning of its fiscal 2012 year (which
started on April 1st) to the end of its
second quarter, the company signed
agreements to buy 201 company
-operated and 261 independent outlets
and inked deals to supply motor fuel to
63 outlets.
Today Couche-Tard, operates more
than 5,800 convenience stores, including
2,000 in Canada and continues to
generate solid financial results, notably an
8.8 percent increase in diluted earnings
per share, which the company
characterizes as “positive” given the
current economic circumstances.
Couche-Tard also expects a good second
half of the year, as the results of the newly
acquired outlets are integrated into
existing operations.
Couche-Tard has been under the gun
in recent weeks in its home Quebec base,
due to media attention surrounding
conflicts with local unions, which have
been making a push to sign up employees.
The latest to be accredited by Quebec’s
Labour Relations Board, a convenience
store in Pierrefonds, on Montreal’s West
Island, is the fifth to receive that
distinction. The latest controversy stems
from the closing of two of those five
outlets, coupled with the opening of
another store, under the Provi-Soir
banner, just blocks away from one of the
shuttered locales.
That said, Bouchard’s appearance
before the MBAs, who were hungering to
hear his account of how he engineered
Couche Tard’s remarkable growth,
provided an opportunity to put a positive
spin on the subject. Judging from reaction,
it appears to have worked. “I only had the
time to talk about a few of our moves,” he
said to an appreciative audience. “If you
want to know more you’ll have to invite me
back again.”
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Preparing for Canada’s new polymer bank notes
Issue dates
•
•
•
•
$100s in circulation now
$50s starting March 2012
$20s starting late 2012
$10s and $5s by late 2013
Benefits for you
Polymer notes are more secure,
with leading-edge security features
that are easy to check and hard to
counterfeit. They’re also very
durable, lasting at least 2.5 times
longer than cotton-paper notes
and leaving a reduced impact on
the environment.
How this affects you
Check that your equipment is compatible with polymer notes
serve
If your business uses equipment like cash counters, ABMs, selfcheckouts or vending
machines, they may need to
be upgraded for polymer
notes, or in some cases,
$$$
replaced. Contact your
ABM
Cash counter
equipment supplier or
manufacturer for questions
about machine compatibility
and plans for upgrades.
Self-serve checkout
Vending machine
Note: The Bank of Canada
new note on
offers manufacturers and suppliers an opportunity to test each
o allow for a
their machines several months before they go into circulation t
smooth transition.
Separate polymer and paper notes
ore
The Bank will work to remove paper notes from circulation as m
t of
denominations become available on polymer to minimize the amoun
time that paper and polymer notes co-circulate. You can facilitate
the removal of paper notes by keeping polymer and paper
notes separated in your tills and bank deposits.
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While there is no UV feature on polymer bank
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the Bank of Canada for free training
materials or to book a training session.
56
cstorelife.com
March/April 2012
To learn more: www.bankofcanada.ca/banknotes • 1 888 513-8212.
57
SPRING INTO
GOLF
Danny’s other accomplishments include the following:
Danny has 20 years of experience as a teaching
professional and is the Director of Instruction
at the Performance Academy at Magna.
• Nominated by the Ontario PGA for Teacher of the Year
in 2006, 2007, 2008, 2009 and 2010
THINK box
•N
ominated for player of the year in 2007, 2009, 2011
• The think box is located directly
behind your ball. This is where you
think about and take practice swings,
looking down your intended target
line as if you were looking down the
barrel of a TaylorMade R11s Driver.
Golf should be a fun and interactive learning
experience for all levels of players, focusing
on swinging the club to a target with great
balance of body and mind.
• Currently ranked by the CPGA as the number two
Player in Canada
• All-time money leader in Ontario PGA
• Two-time Canadian PGA Champion
• Three-time Ontario PGA Champion
• Two-time Great Lakes Tour Champion
www.dannykinggolf.com
Finally that feeling of spring is in the air and golfers are ready to put the peg
into the ground and enjoy their first round of golf in 2012.
We might not have had time to travel and practice in the off season but there are some really great ideas that
I would love to share with you. Pay attention and you’ll start the season running out of the blocks and performing
at your potential before your competitors.
KEEP A GOLF JOURNAL
PRACTICE HABITS
Now you might think this is very silly but
every golfer, no matter what skill level,
must have a journal. A journal is simply
a book where you write or draw your
thoughts and memories on anything that
happened on or off the golf course.
The way the average golfer practices
today is totally wrong. The average
scoring on the PGA Tour has changed by
only one stroke in 30 years (based on 80
rounds).
Start by answering these questions:
• What do you love the most about your
game?
• What was your best shot on the
course last year?
• What is your current handicap? What
would you like it to be by the end of
the year?
Answering these questions will have a
powerful effect on your improvements on
and off the course.
cstorelife.com
These key ideas will allow you to improve
your game. Divide your tee area into two
imaginary boxes:
About Danny King
Golf Philosophy
58
mechanics or fitness. Important, yes, but
sometimes we spend too much time on
the practice tee smashing balls, repeating
the same mistake every time.
I would like to share a couple of tips that
will improve your game immensely.
Let’s start with putting. You spend 50%
of your strokes on the putting green, so
start a practice routine that focuses on
problem areas on the course.
Short Game Masterpiece Par 18
This simple game lowers your score by
improving your game around the green. It
recreates high-pressure course situations,
allowing you to FEEL the pressure as you
play
Rules
• Choose one ball, a club to chip or pitch
with, and a putter
• Pick out 9 different hole locations on
your putting green
• Focus on one specific swing thought
while performing your swing. Your
swing thought can be a target in the
distance, the feeling of a body part
moving, or the sense of calmness in
the THINK box.
PLAY box
• Step over the imaginary line
separating the two areas and move
into the PLAY box.
• Focus on one specific feeling, motion
or thought and attach that idea to the
target.
• Play nine holes, scoring less than 20
• Only play once a day, unless you score
20 or less(If you score 20 or less
repeat the 9 holes with two balls and
track your score)
I guarantee that if you bring this exciting
challenge into your practice you will lower
the pressure you feel in tense situations
and lower your scores. Don’t forget to
write down all your results in your journal.
Pre-shot routine
Has anyone ever taught you that a preshot routine is a key to golfing success?
We usually focus on improving our swing
One of my favorite pre-shot routines
to watch is Aaron Baddeley’s. Pick out
your favorite player and try to emulate
their pre-shot routine. Write down what
you love about their swing or their body
language when they hit a great shot.
EQUIPMENT
Here are two tips to get a great game
under budget for the 2012 season.
Clubs
If you want the feel of brand-new clubs,
re-grip your clubs with your favorite
colourful grip. You’ll feel like you’re
holding a new driver on the first tee.
Shoes
Your balance with the ground is one the
most important factors for great results
on the course. Put on your shoes and lace
them up: if the front of the shoe is not
tight, you’re due for an upgrade. You must
have shoes that will support your feet.
SIMPLE FULL SWING
BENEFITS
Here are some great ideas to focus on the
weekend before your first round. These
will help improve your consistency in your
game this spring.
BALANCE
Yoga
After participating in several different
Yoga classes for the last couple years, I
really see the importance of balance and
connection with the ground. Balance is
the key to success. Try this drill in the
comfort of your own house or gym to feel
correct balance without a club:
Position your feet inside shoulder width
apart with your arms at your sides. Close
your eyes and start to rock your weight
to the balls of your feet and then your
heels. Repeat the same motion but place
the weight on the outside of the foot,
then back to the inside. After a couple of
minutes find your centre of balance and
feel connected to the ground.
This allows you to feel how you transfer
weight during the swinging motion. It will
develop a sense of balance and control
when you’re on the range or the first tee.
FLEXIBILITY
Swiss ball
Russian Twist”, a simple but effective
stretch..You’ll create power and increase
distance by separating the lower and
upper body and all you’ll need is a
Swiss ball.
Step 1: Lay on ball, with shoulder blades
on ball and hips pushed up high off
ground.
Step 2: Place your palms together with
your arms raised in front of your chest.
Step 3: Keeping your hips up, turn
your shoulders to the right so they are
perpendicular to the ground.
Step 4: Twist back to the starting position,
then twist to the other side.
Reps: You can do 10 twists to each side
Benefits
• Improves rotational strength and
speed
• Strengthens and protects the spine
from injury
• Utilizes the arms and the core as one,
similar to your golf swing
After doing the Russian Twist on a Swiss
Ball for just a short period of time, you’ll
notice an increase in your ability to
make a full and tension-free backswing.
You will also feel like you have more
power coming into impact during your
downswing.
SUMMARY
Just like in business, success in sports
means finding and using the information
that is in front of our faces. Write your
spring idea in your new journal and use
the new ideas and practices I’ve discussed
here. You’ll change your game and lower
your score in 2012. I look forward to
hearing about your great results on and
off the course!
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your distance off the tee with “the
March/April 2012
59
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Cigarettes are highly addictive.
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