kitchen - hir magazine · pet peeves 15 focus on customers avoiding fatal business mistakes 20...

1 Go to page 3 CONTENTS

wwwhirmagazinecomPM NO 40008000

24Contractor Business Green Flooring Inspires Customers

20Going Green Green Trend Becomes A Shift

9Private Wealth Few Consider RRSPs As Part Of Net Worth

A Powershift Publication l Volume 17 Number 3 l June 2011A Powershift Publication l Volume 17 Number 3 l June 2011

KITCHEN amp BATHTRENDS 2011


3

3

CONTENTS

Departments

Features

5 Editorrsquos ViEw The Blurring Of Retail

6 industry updatE

7 in storE

8 itrsquos your MonEy

9 priVatE wEalth RRSPs Overlooked As Personal Net Worth

13 CoaCh your tEaM Handling Employee-driven Pet Peeves

15 FoCus on CustoMErs Avoiding Fatal Business Mistakes

20 GoinG GrEEn Green Trend Becomes A Shift

26 produCt spotliGht

27 pEoplE

30 publishErrsquos pErspECtiVE Roadblocks To A Green Economy

16 KitChEn amp bath trEnds 2011 Small Projects Make Big Difference

23 onEX inVEsts in JEld-wEn oF Canada

24 ContraCtor businEss What To Know About Green Flooring

HOME IMPROVEMENT RETAILING bull June 2011

A POWERSHIFT PUBLICATION

VOLUME 17 NUMBER 3 June 2011

EDITORIAL DIRECTOR amp PUBLISHER Dante Piccinin

EXECUTIVE EDITOR Joe Hornyak

STAFF WRITER Daniela DiStefano

ART amp PRODUCTION Keith Boa

DIRECTOR OF ONLINE INITIATIVES Tyson Fenech

VICE-PRESIDENT ADMINISTRATION amp CIRCULATION

Catherine J McKerchar

ADVERTISING SALES Dante Piccinin Andy Feldman (416) 494-1066

Fax (416) 494-2536

HOME IMPROVEMENT RETAILING is published 6 times yearly by Powershift Communications Inc 245 Fairview Mall Drive 5th Floor North York ON M2J 4T1 Canada Telephone (416)494-1066 Fax (416)494-2536 e-mail hirpowershiftca Advertising and Editorial inquiries should be made to the above address Issue dates are JanFeb MarchApril MayJune September October NovDec Yearly subscription rates Canada $76 plus GST US and other $110yr Single Copy prices Canada $15 plus GST prepaid US and other $30 prepaid HOME IMPROVEMENT RETAILING assumes no responsibility for the validity of the claims in items reported or for the opinions expressed by our writers All rights reserved Contents may not be reprinted or duplicated without written permission Publisher assumes no responsibility for unsolicited manuscripts and art Published by Powershift Communications Inc PRESIDENT D Brian McKerchar VICE-PRESIDENTS John L McLaine Dante Piccinin Catherine J McKerchar

CANADIAN PUBLICATIONS MAIL PRODUCT SALES AGREEMENT NO 40008000 Goods and Services Tax Registration Number R131006876 ISSN 1204-3044

16

24

13

For all subscription inquiries fax to Cathy McKerchar at 416-494-2536

e-mail circulationpowershiftca

Visit Our Website wwwhirmagazinecom



eDitorrsquos View

To say that retail lines are blur-ring these days is probably an understatement Of course in the hardware industry largely due to

the nature of Canadarsquos geography the lines have always been blurred In many small communities the local hardware store is a general store with everything but the pickle barrel and the checkerboard out front

However a visit to some of the major hardware outfitrsquos national buying markets is a real eye-opener Sure therersquos power tools and toilets and flooring but we also find snack food toys and amazingly at least to me motorcycles and musical instruments

Quart Of MilkAnd the lines are blurring the other way

as well Industry veterans will recall some outfits that years ago decided the contractor customer might need to pick up a quart of milk on his way home while he was getting that box of nails for the job the next day

However it failed probably in large part due to the fact a lot of contractors start the day at the lumberyard At the end of a long busy day the last thing they want to do is have to buy two-by-fours and bread plus

who wants to haul materials home and then back to the job the next day

Other experiments that failed in the past were just due to the timing

Going back perhaps 25 or 30 years the supercentre concept was brought to Canada These were a popular format in the US and they were brought to Canada because well everything that is popular in the US makes its way to Canada However they failed because Canadian shoppers could not adjust back then to the idea of buying their grocer-ies and basketballs at the same store Well any objections Canadians have had to that format are long gone as the success of Wal-martrsquos supercentres shows Imitation being the highest form of flattery others have followed suit to offer additional products to their core offerings

Canadian Tire started an experiment about 18 months ago with its lsquoSmartrsquo format stores where it added convenience foods such as dairy cereal bread and canned goods to its motor vehicle products sporting goods housewares and other items With its acquisition of Markrsquos Work Warehouse several years ago it added clothing lines to some of its stores One would guess that the acquisition of the Forzani Group will mean it expands its sporting goods lines espe-cially footwear

Others such as Shoppers Drug Mart added similar convenience food products to their offerings around the same time

Plus department stores have been add-ing services to their stores for years now Pictures hearing tests glasses and haircuts are some of the services you can find at these stores Heck you can even go to a medi-cal walk-in clinic at some Wal-mart stores Never having used one do they let you take a number and then shop the store while you are waiting for your visit with the doctor Who doesnrsquot hate waiting to see the doctor and who doesnrsquot like shopping Put the two together and it is like peanut butter cups

Interestingly however we have yet to see anyone expand the other way Yes Wal-mart Zellers and Target when it arrives sell hardware items ndash paint hammers power tools fasten-ers It means when the wife goes out

to do the weekly shopping Mr DIY can add finishing nails wood screws and a chain saw to the grocery list But he canrsquot ask her to pick up a bag of cement some drywall and a few bundles of shingles Those remain the domain of the building materials retailer

Is it going to change going forward It is hard to imagine it wonrsquot Clearly retailers are looking for any way possible to get more shoppers through their doors At Canadian Tire for example they are finding food at the stores that carry it is the most-shopped category in the store

The pressure will also grow in Canada with the arrival of numerous US retailers from Target to US dollar store Big Lots Add in the growing number of online retail-ers and the competition for consumers is probably reaching an epic scale

Slowing DownYet there are signs that consumption is

slowing down Coming out of the financial crisis many consumers realize they need to reduce their debt pay off those bills Speculation is increasing that interest rate hikes are coming which would make that debt especially credit card debt even more expensive

And the building materials sector is being hit especially hard Statistics Canada reports sales dropped 11 per cent between this April and April 2010 Sure there are reasons Tighter credit from banks means many canrsquot proceed with home improve-ment projects And more significantly the slowdown in the housing industry is damp-ening sales in the sector

The dilemma is no-one knows if it will get better or worse Is this a temporary thing or is it the new reality

Perhaps Canadian Tire selling food and Lowersquos announcing that it is going to trans-form from a home improvement retailer to a home improvement company are signals that the retail sector in Canada and else-where realizes it is entering a long period of new challenges

The Blurring Of Retail

5HOME IMPROVEMENT RETAILING bull June 2011

Joe HornyakExecutive Editor

jhornyakpowershiftca


inDustry upDate

Envy Drives Renovation Plans

Canadians plan to spend more than $46 bil-lion this year to renovate their homes And a survey by the Bank of Montreal found the main motivation for upgrades was see-ing a friend or neighbourrsquos projects with one-quarter saying this was the major factor in their decision Another 20 per cent said television programs had stirred the urge to make changes while 16 per cent said newspapers or magazines Of those planning renovations 90 per cent said it is to improve their lifestyle and 79 per cent to improve the value of their home The figure is slightly higher than the $453 billion spent last year and $409 billion in 2009 About two-thirds of homeowners said they plan to renovate over the next two years

Royal Opening Quebec Distribution Centre

Royal Building Products is opening a dis-

tribution centre in Terrebonne QC The centre will cater to the residential market providing low-maintenance building prod-ucts for new construction and remodeling projects The company plans to open an additional distribution centre during the summer to serve the south shore of the Montreal QC region

Beacon Acquires EnerconBeacon Roofing Supply has acquired Enercon Products a roofing distribu-tor with six locations in Western Canada Headquartered in Edmonton AB Enercon also has branches in Calgary AB and Regina and Saskatoon SK along with two branches in Vancouver BC It generated annual sales of approximately $45 million

in 2010 Beacon operates 185 branches in 37 states and six provinces in Canada Sales for its 2010 fiscal year were $161 billion

Baeumler Partners With Stanley Black amp Decker

Bryan Baeumler has signed a two-year endorsement agreement with the Stanley Black amp Decker Group Of consumer do-it-yourself brands The contractor and award-winning host of lsquoDisaster DIYrsquo and his HGTV series lsquoHouse of Bryanrsquo will use these brands in his television programs and appearances as well as at all home shows and on his website In addition he will participate in radio media campaigns pro-motions for the brands and will take part in trade and customer-related events


For FREE Daily News Alerts visitwwwhirmagazinecomhome_improvement_newshtml


in store

Buying Market Dates Announced

TruServ Canada will hold its lsquoFall National Buying Marketrsquo October 1 to 3 at the Winnipeg Convention Centre in Winnipeg MB More than 400 major manufactur-ers will showcase seasonal products from lawn and garden to barbeques patio sets and more The market will begin with best practice seminars opening of the Variety Product showcase and the Customer amp Partner Welcome Event More information is available at wwwtruservca

Targets Head To CourtTarget and Fairweather Ltd which owns 15 Target Apparel stores across Canada have failed to reach a settlement through formal mediation so the two will go to trial The parties sued each other earlier this year both alleging trademark infringement and seeking injunctions to prevent the other from using the Target name in Canada Target reportedly asked the Canadian federal court to prevent Fairweather from opening additional stores under the Target Apparel name Target says that use of the Target name was ldquodeliberately calculated to deceive and confuse the public in Canadardquo Fairweather filed a counterclaim that denies the allegations accusing Target of trademark infringement It wants exclusive rights to the Target name A federal court trial is scheduled to begin in November 2012

Home Outfitters Format Going State-side

Hudsonrsquos Bay Company-owned Home Outfitters with be exported to the US under the name lsquoLord amp Taylor Homersquo late this summer An upscale home-goods store based on the Canadian accessories and deacutecor chain will be tested with two locations in New Jersey

Big Lots Buys Liquidation World

Liquidation World Inc is being acquired by US retailer Big Lots Inc the opera-tion it had hoped to emulate Big Lots will acquire its 92 stores and stock Big Lots with 1405 stores in 48 US states says it has ldquodiligently studied and analyzed a number of opportunities or paths to enter Canada over the last couple of yearsrdquo before deciding on Liquidation World Big Lots obtains closeout liquidated and overstock inventory from wholesalers and manufac-

turers and sells it to customers in a modern retail setting with a week-to-week consis-tency about the kinds of products it stocks Liquidation World was started 25 years ago in Calgary AB and has tried recently to follow the Big Lots model by remodelling or relocating stores and rebranding them as lsquoLW ndash Everybodyrsquos Outlet Storersquo

RONA Looks For US Acquisitions

RONA Inc may be eyeing a move into the US to take advantage of the Canadian dollar and the weak US economy Robert Dutton its chief executive reportedly told Reuters that it could spend up to $300 million this year on US acquisitions with a focus on acquiring US distributors and commercial and professional-orientated units not retail stores He said that almost 45 per cent of the US distribution market for home improve-ment products is currently controlled by inde-pendents However he noted that Canada not the United States is still its priority

LeBlanc Tripled Stores SalesA Canadian is among the young home improvement retailers being honoured for outstanding achievement as owners and managers of independently owned hardware and building supply stores by the North American Retail Hardware Association Conrad LeBlanc owner of Tediche Home Hardware Building Centre Cap-Pele NB was honoured in the under $2 million in sales category of the lsquo2011 Young Retailer of the Yearrsquo program He joined his unclersquos build-ing supply business when he graduated from college in 2000 Shortly thereafter his uncle retired and LeBlanc and his family purchased

the business By 2006 he was in charge and since then he has increased the size of the store to about 12000 square feet and added many new product categories The result has been that the sales of the operation tripled

TIM-BR-MARTS Adds 11 Locations

TIM-BR MARTS Ltd has added 11 new locations to its Canada-wide network Burnco Rock Products Ltd an indepen-dent family-owned construction aggregates business established in 1912 operates two landscape centres in BCrsquos lower mainland and seven more throughout Alberta in urban locations such as Calgary Edmonton and Red Deer Morrowrsquos of Drumbo in Drumbo ON serves an agriculturalfarming custom-er-base as well as DIYers with a full offering of hardware products St Albanrsquos Building Supplies of St Albanrsquos NL owned by entrepreneur Mike Strickland offers cus-tomers a wide selection of lumber building material and hardware products

Castle Adds Five MembersCastle Building Centres Group Ltd has added five members representing eight locations Mateacuteriaux agrave Bas Prix St Antonin Lachute Gatineau QC and St Isidore de Prescott ON operates four locations three in the Quebec market and one in Ontario In 2008 Sylvie Pomerleau became the owner and president of the company Notre Dame Roof Truss Grand Falls Windsor NF becomes the 10th location operating under the Notre Dame Agencies business structure Owner Cluny Sheppard currently serves on the Castle board Sauve Lumber and Storage Inc Timmins ON commenced operations in 1985 with a primary focus on the supply of commercialindustrial accounts and resi-dential contractors It now plans to expand its retail presence CDS Building Supply Winnipeg MB opened in 2010 Owner Dave Dobie has developed a business model which focuses on the local contractor base PR Service La Loche SK has been operated since 2000 by Ron and Darney KisslingerThey recently expanded into a full line of hardware and building material products to better serve their market




itrsquos your money

Forzani Retail system sales which include sales from corporate and franchise stores were $3371 million a decrease of $123 mil-lion or 35 per cent from the comparable 13-week sales of $3494 million a year earlier for the Forzani Group Gross profit was $1099 million down 33 per cent from $1136 million a year earlier and gross margin was 333 per cent of revenue com-pared with 347 per cent of revenue a year earlier The reduced gross margin rate was primarily due to the impact of the change in mix of business toward the lower margined wholesale revenues

Woodmark Woodmark Corp had a 10 per cent sales gain to $1242 million in April up from $1124 million in the same quarter last year Full year sales increased to $4526 million up 113 per cent from $4065 million Despite the sales gains the company posted a net loss in the quarter of $34 million compared with a net loss of $15 million in the prior-year quarter For the full year the company posted a loss of $20 million slightly better than its loss of $223 million in fiscal 2010

Sears Canada Sears Canada Inc says colder weather was to blame for part of its $495 million loss in its first quarter as sales of its summertime merchandise underwhelmed expectations Its total revenues were down to $9925 mil-lion compared to $1 billion during the same time period last year The store saw a 71 per cent decline in first-quarter revenue as sales at locations open for at least a year dropped 92 per cent

Toll Brothers Toll Brothers had a net loss of $208 million for its second fiscal quarter ending April 30 compared with losses of $404 million a year ago Revenues for the home builder were $3197 million a three per cent rise compared with the previous year Home building deliveries rose nine per cent to 591 units It ended the quarter with 203 selling communities compared with 190 last year

Toro Toro had second-quarter net earnings of $603 million up 32 per cent from $457 million last year Net sales for the quarter ended April 29 were $6316 million up 12

per cent from net sales of $5628 million in 2010 Professional segment earnings for the second quarter were $856 million up 266 per cent Residential segment earnings reached $265 million up 57 per cent from the prior-year period

Williams-Sonoma Williams-Sonomarsquos first-quarter net income rose 62 per cent to $316 million from $195 million lifted by online sales and a focus on customer service Revenue rose seven per cent to $7708 million CEO Laura Alber says the companyrsquos international expansion including the addition of two franchised stores in Saudi Arabia also helped results The company operates 600 stores under its namesake brand as well as Pottery Barn and West Elm

Deere Deere amp Company income rose to $9043 million for the second quarter ending April 30 compared with $5475 million for the same period last year Worldwide net sales and revenues increased 25 per cent

to $891 billion for the second quarter and were up 26 per cent to $15029 billion for six months Net sales of the equipment operations were $8328 billion for the quar-ter and $13841 billion for six months com-pared with $6548 billion and $10785 bil-lion for the corresponding periods last year Sales of large farm machinery particularly in the United States Canada and Brazil are continuing to support the companyrsquos performance

ACE Ace Hardware Corporation had total rev-enues of $854 million an increase of $234 million or 28 per cent for the first quarter of 2011 Net income was $68 million a decrease of $5 million or 424 per cent from $118 million in 2010 The drop is said to be primarily due to a planned shift in advertising expenses and higher costs relating to the supply chain initiative Ace added 38 new stores and cancelled 41 stores in the first quarter and ended the quarter with a total domestic and interna-tional store count of 4444


COMPANY SYMBOL OPEN HIGHLOW 52-WEEK INDEX

Canadian Tire Corp CTC 7145 774 ndash 6323 TSXDow Chemical Co DOW 3581 4223 ndash 22422 NYSEFastenal Co FAST 3375 34875 ndash 2232 NASDAQGeneral Electric GE 1842 2165 ndash 1375 NYSEHome Depot HD 3562 3938 ndash 2662 NYSELouisiana-Pacific LPX 811 11625 ndash 625 NYSELowersquos Cos LOW 2367 2745ndash 1935 NYSEMasco Corp MAS 1234 1503 ndash 994 NYSENewell Rubbermaid NWL 1578 2038 ndash 1414 NYSEOwens Corning OC 3734 3887 ndash 2305 NYSERichelieu RCH 2798 3175 ndash 23 TSXRONA RON 1193 1644 ndash 1182 TSXSears Canada SCC 1715 22427 ndash 17 TSXSherwin-Williams Co SHW 8459 8787 ndash 6613 NYSEStanley Black amp Decker SWK 7094 7819 ndash 4876 NYSETaiga TBL 081 135 ndash 076 TSXTrex TREX 2683 34 ndash 1638 NYSEUSG Corp USG 1464 19906 ndash 1134 NYSEWal-Mart Stores WMT 5251 57898 ndash 4777 NYSEWest Fraser WFT 4712 6286 ndash 3218 TSX

As of June 24 2011


ensp enspReliability ndash At any time you can con-vert your RRSP to an annuity that will provide you with guaranteed income for life You must convert your RRSP to an annuity or Registered Retirement Income Fund (RRIF) by the end of the year you turn 71ldquoFor entrepreneurs who didnrsquot contribute

to their RRSP there are still a number of tax-planning opportunities that can signifi-cantly help small business owners to achieve tax-efficient long-term savingsrdquo says Cathy Pin commercial banking BMO Bank of Montreal ldquoBusiness owners can work with a tax expert to take advantage of the various tax-saving strategies available to themrdquo

Tax StrategiesTax strategies for long-term savings

include

ensp enspIncome Tax Reductions ndash By incorpo-rating their business entrepreneurs will enable their business income to qualify for the small business tax reduction This can reduce the combined corporate tax rate on the first $500000 of active busi-ness income to as low as 12 per cent

ensp enspExemptions for Capital Gains ndash Generally one of an entrepreneurrsquos most significant assets is their ownership of small business shares When it is time to retire and the owner wishes to sell the business heshe can qualify for a lifetime capital gains exemption of up to $750000

ensp enspRemuneration Options ndash Small busi-ness owners who have incorporated their business have greater flexibility in deter-mining how to be compensated such as choosing to pay themselves a salary or a dividend or both


priVate wealth

RRSPs OverlookedAs Personal Net Worth

as an economic downturn An RRSP that holds conservative investments such as Guaranteed Investment Certificates (GICs) government bonds or Treasury bills is an effective way to offset the volatility of your business returns

ensp enspFlexibility ndash The primary goal of an RRSP is retirement savings but it can also be used for other purposes For example under the Home Buyersrsquo Plan you and your spouse can withdraw up to $25000 each tax-free from your RRSPs

to use as a down payment on your first home You have to pay the money back but your first payment isnrsquot due until two years after the year of withdrawal Under the Lifelong Learning Plan you can withdraw RRSP funds to pay for educa-tion for yourself or your spousal partner

ensp enspBargaining power ndash With the strength of your RRSP behind you yoursquore in a better position to hold out until you find the right buyer for your business

ensp enspProtection ndash If you or your spouse experience unexpected health problems later in life you might need to exit your business sooner than you had planned perhaps at an unfavourable time to sell With the resource of your RRSP yoursquod be in a better position to still achieve your desired retirement lifestyle

While many entrepreneurs count the value of their busi-ness as a key component of personal net worth and a

significant contributor to retirement income itrsquos also essential to establish a Registered Retirement Savings Plan (RRSP) and to maximize contributions to it

ldquoMany small business owners rely on the sale of their business to fund their retirement which can be a risky approach if you canrsquot sell for the price you need or you are forced to step away from the business sooner than you plannedrdquo says Gail Cocker senior vice-president BMO Commercial Banking ldquoItrsquos important for business owners to look at the bigger picture and have a diversified financial plan that also includes an RRSPrdquo

Value Of BusinessA BMO survey found that 13 per cent

of small business owners in Canada donrsquot know how the value of their business may have changed since the recession A vartied approach to planning including an RRSP can help entrepreneurs ensure a secure retirement income

There are a number of reasons why small business owners should consider an RRSPensp enspDiversification ndash By contributing to

an RRSP you establish a source of income independent from your business In the event that the sale of your business doesnrsquot provide the capital you need you can count on your RRSP to provide you with retirement income

ensp enspTax benefits ndash Every dollar you con-tribute to an RRSP reduces your taxable income for the year of contribution Within the plan the tax on investment income is deferred until the year of withdrawal Over the long term the power of tax-deferred compound growth is substantial

ensp enspSecurity ndash As a business owner you know that your business can be affected by factors beyond your control such

9

November 17 amp 18 2011Toronto Congress Centre ndash South Building

Contact us at 1-866-535-0520visit wwwcanadianhomeimprovementshowcom

No yoursquore Not seeiNg Double

Last showrsquos success called for an encore With a new November date moving forward and an expanded industry focus and product showcase the Canadian Home Improvement Show offers you a chance to jumpstart your 2012 sales Hundreds of exhibitors and retailers thousands of sales to be made This true buying show is the place you want to be come November Build partnerships boost sales develop networks and start building for your future today

book your booth limiteD space is available aND filliNg up fast early birD special oN booth rates uNtil July 31st

Yes itrsquos the second show of the year but itrsquos bigger better and building for the future Plus a new date

DoNrsquot thiNk twice mark your caleNDars toDay

10 amp 11 Go to page 3 CONTENTS



HOME IMPROVEMENT RETAILING bull June 2011 13

If yoursquore like most bosses you have employ-ee-driven pet peeves and frustrations you deal with on a daily basis such as bad man-ners or using company time for personal

phone calls The problem is while most of these pet peeves start off as small frustra-tions they can turn into bigger problems for you and your business in the long run says Dr Rhonda Savage a motivational speaker on leadership womenrsquos issues and com-munication The question is as a manager what can you do to change these behaviours so they donrsquot affect the business negatively

Here are some annoying staff habits and what to do about them lsquoThey complain about not being

appreciated or recognized enoughrsquoDial up the praise and appreciation in

your store by personally making a daily effort to recognize the good efforts of your team members The more you dial up the praise and appreciation the more productive and engaged employees will be lsquoThey donrsquot follow-through when I

ask them to do somethingrsquoAsking an employee to do something

over and over will lead to frustration You need to be careful to not micromanage but if an employee isnrsquot doing what they need to do bring it to their attention Make certain they know what they need to do and ask them to write it down Set a deadline for them to report back to you and then you wonrsquot have to wonder whether or not the task was accomplished If someone doesnrsquot do what they need to do despite your efforts the next step is to sit down with the employ-ee one-on-one and resolve the issue lsquoThey donrsquot update me regularly

with information on their projectsrsquoAs a manager you donrsquot always have

the opportunity to keep up with current and potential projects on a daily basis This is where the importance of your employeesrsquo ability to build relationships and listen to the customer comes into play As your staff is building these relationships train them from the beginning to communicate this informa-tion to you Have policies in place where employees update you daily or weekly on the status of each client or potential client lsquoThey donrsquot listen to the customerrsquo

Listening skills are your employeesrsquo num-

ber one lsquosalesrsquo tool As employees their job is to understand the customersrsquo needs and con-cerns Listening to the customer and under-standing these things will help you offer better service to them This connects the client to the business and makes the client feel lsquoheardrsquo lsquoThey donrsquot feel comfortable talking

to a potential customer about our servicesrsquoEvery employee should be able to con-

fidently talk to prospective clients about the products or services you offer Train your team to speak for you They need to feel confident that theyrsquore saying what you would want them to say especially in a dif-ficult situation Scripting is a valuable train-ing tool Write down the common concerns and questions of your customers and train your employees on how to respond lsquoThey cry when stressful scenarios

and conflict arisersquo At times tears may be from frustration

anger or fear especially with the younger members on your staff Whether they are crying as a result of stress or a bad review as a manager you need to reason with this person and change the path by calmly sug-gesting other ways to respond Sit down and discuss why your employee feels the way he or she feels and how you might help resolve the issue or give them tools to cope The problem with a person who cries is others will avoid approaching them because of fear of their response As the leader itrsquos your job to facilitate the necessary change lsquoThey have bad mannersrsquo

In any environment especially in stores messy or rude habits are unacceptable Chewing gum and eating in common work areas is unprofessional Be sure you have chewing gum and any other personnel poli-cies in your policy manual Be clear about your expectations with your employees and hold them accountable fairly and consis-tently for their actions lsquoThey use their cell phones and the

Internet for personal reasons on company timersquoCell phone use texting and personal

Internet use are a form of time embezzle-ment Not only are these habits detrimental to the business and the customer but resent-ment will build among your team members who are not doing these things When resentment builds morale drops When morale goes down production goes down

Itrsquos up to the owner or manager to limit use of these items and all team members need to be held accountable to the same standards Many companies password-con-trol the use of computers to identify misuse In addition your IT person can limit access Some have installed security cameras as well to monitor behaviour

By following these guidelines you can prevent what start as pet peeves from turn-ing into big problems between you and your staff Your staff will respect you for working with them to change these habits rather than complaining about them to other employees Helping employees understand their role in making the business successful gets them involved and dedicated to doing their part Yoursquoll be happier your staff will be engaged and the business will be successful

Handling Employee-driven Pet Peeves

CoaCh your team

Canadian Technician

GE NIGHTHAWKreg is a registered trademark of the General Electric Company copy 2008 General Electric Company

GE Consumer amp IndustrialAutomotive Lighting

Your customers demand quality and reliability And you can deliver it with lighting thatrsquos 30 brighter than GErsquos standard bulbs GE NIGHTHAWKreg automotive lighting GE NIGHTHAWK headlights perform off-road too in the form of improved profi t margins and loyal customers Because you should demand nothing less than high performance for your business

Contact your GE Automotive distributor for more information

Your customers want to see more You want to see more customers Wersquove got lights for that

reg

Asset No 76424-AC M Y K A_5721-01 key8x1075indd REMAY 76424-A Wyse trim 8000 x 10750 DigitalIAM

T1075 in

T8 in




Some businesses know how to do it right says Paul Levesque a customer-focus consultant and author of lsquoCustomer Service from

the Inside Out Made EasyrsquoThese are the places where turbo-charged

employees pursue customer delight with a passion places that ignite a flashpoint of contagious enthusiasm in employees and customers alike he says They consis-tently deliver superior customer service year in and year out

These businesses can attribute part of their success to the fact that they have learned to avoid the fatal mistakes that trip up just about everybody else he says Blunder 1 Making customer

service a training issue Businesses invest huge amounts

of money in training programs that do not and simply cannot work The function of such training is to identify the behaviours workers are supposed to engage in and then coax bully or legislate these behaviours into the workplace At best this is almost always a recipe for conduct that feels mechanized and insincere At worst it intensifies employee resentment and cynicism

Instead of dictating what your employees should be doing to delight customers the better approach is to give your workers opportunities to brainstorm their own ideas for deliv-ering delight Your role then becomes to help employees implement these ideas and to allow workers to savour the motivational effect of the positive feedback that ensues from delighted customers This level of employee own-ership and involvement is a key cultural characteristic of virtually all flashpoint businesses Blunder 2 Blaming poor service

on employee lsquodemotivationrsquoBusinesses looking for ways to motivate

their workers are almost always looking in the wrong places says Levesque Employee cynicism is the direct product of an orga-nizationrsquos visible preoccupation with self-interest above all else ndash a purely internal

focus The focus in flashpoint businesses is directed outward toward the interests of customers and the community at large This shift in cultural focus changes the way the business operates at all levels

The reality in most business settings is that employees are demotivated because they canrsquot deliver delight The existing poli-cies and procedures make it impossible

Blunder 3 Using customer feed-back to uncover whatrsquos wrongBusinesses often use surveys and other

feedback mechanisms to get to the root causes of customer problems and com-plaints Employees come to dread these measurement and data-gathering efforts since they so often lead to what feels like witch-hunts for employee scapegoats for-mal exercises in finger pointing and the assigning of blame

Levesque says flashpoint businesses use

customer feedback very differently In these companies the object is to uncover every-thing thatrsquos going right Managers are forever on the lookout for lsquohero storiesrsquondash examples of employees going the extra mile to deliver delight Such feedback becomes the basis for ongoing recognition and celebration Employees see themselves as winners on a winning team because in their workplace

therersquos always some new lsquowinrsquo being celebrated Blunder 4 Reserving top rec-

ognition for splashy recoveries It happens all the time Something

goes terribly wrong in a customer order or transaction and a dedicated employee goes to tremendous lengths to make things right The delight-ed customer brings this employeersquos wonderful recovery to managementrsquos attention and the employee receives special recognition for his or her efforts This is a blunder

It is when such recoveries are the primary ndash if not the only ndash catalysts for employee recognition In such a cul-ture foul-ups become almost a good thing from the workersrsquo point of view By creating opportunities for splashy recoveries foul-ups represent the only chance employees have to feel appre-ciated on the job

Flashpoint businesses celebrate splashy recoveries of course but theyrsquore also careful to uncover and celebrate employee efforts to delight customers where no mistakes or prob-lems were involved Blunder 5 Competing on price

Itrsquos one of the most common (and most costly) mistakes in business

Price becomes the deciding factor in pur-chasing decisions only when everything else is equal ndash and everything else is almost never equal Businesses really com-pete on the perception of value and this includes more than price Itrsquos shaped by the total customer experience and aspects such as lsquohelpfulnessrsquo lsquofriendlinessrsquo and lsquothe personal touchrsquo often give the compet-itive advantage to businesses that actually charge slightly more for their basic goods and services

Avoiding Fatal Business Mistakes

FoCus on Customers


KITCHEN amp BATHTRENDS

2011

By Daniela DiStefano

Small Projects Make Big Difference

As the most-used rooms of the home it is no surprise that the kitchen and bathroom rank as the top areas of renovation concern and interest for consum-ers From structural changes and layout to fixtures appliances and colour schemes homeowners and contractors must consider a number of details and

factors to create a finished product that will exude comfort livability and security ldquoLooking at general lifestyle trends people want to create a comfortable stylish and

practical retreat and they are looking out for products that are going to help them achieve the kitchens and bathrooms that work for their familiesrdquo says Jacqueline Allen retail marketing manager at Masco Canada Ltd ldquoInstead of a major renovation costing tens of thousands of dollars the homeowner is upgrading small things that provide maximum impact ndash hardware faucets accessories and paint ndash that are still an investment in the home yet improve how they live in the spacerdquo

As well generational influences affect the way we live and work their impact on the home is no exception Multi-generational living with individuals sharing a home with their children and parents is becoming a more common practice A survey from Moen found 40 per cent of Canadians aged 20 to 29 now live with their parents up from 28

Consumers are concerned with every detail of a kitchen project especially when meet-ing the needs of their changing families and lifestyles




per cent in 1981 Manufacturers and retailers are looking at the demands from the Baby Boomers as they continue to live in their homes independently Whether the children or the parents own the home and make the renovation decisions consumers are look-ing to accommodate the changing needs and accessibility concerns of the entire family while still keeping style and quality

A Colour StoryWhen it comes to paint choices for the

kitchen and bath neutrals still reign supreme but the trend has shifted from beige to shades of grey Light tones to darker charcoals are the new neutrals says Dominique Peacutepin Sicorsquos marketing manager

However more and more homeowners are willing to experiment with bold colours in the kitchen and bathroom ldquoIn the kitchen you want to stimulate appetite and conversa-tion so people will go for brighterrdquo Peacutepin says Bright sunny yellows have made a return followed by mauve colours of fuchsia and purple electric blues and leafy greens ldquoBold saturated colours are returning as homeowners are growing tired of the lsquosafersquo colours that have been popular for many years especially during the financial inse-curitiesrdquo Peacutepin says When times are more

relaxed homeowners are willing to experi-ment with their colour choices especially in a small bathroom or one dedicated to children

As more consumers are aware of envi-ronmentally responsible lifestyle choic-es the retail market has been quick to respond ldquoI donrsquot know that they would not buy a product because it is not envi-ronmentally friendly but it certainly helps when they are aware they are choosing a more responsible itemrdquo says Peacutepin Most paint manufactures have turned to a lower VOC rating (Volatile Organic Compound) following new government standards for VOC levels Some companies have used new technologies to develop zero VOC paints that still deliver the durability and colour choices homeowners are attracted to ldquoWersquove developed a product that blends alkyd emulsion in a water-based paint that delivers resistance without the emissionsrdquo Peacutepin says These products perform like oil-based paints but are low odour and easy to clean rating high on the preference scale for todayrsquos consumers looking for performance ease and innovation

In The BathThe bathroom is all about tough love

Soap and water splash all around the tub and

sink Toiletries and towels are littered on the counter and floor However we rely on this space not only for practicality but also as a retreat from everyday life Homeowners with remodel plans look today to incorpo-rate spa-like luxury with comfort style and value with their bathroom purchases

For example with the shower ldquoitrsquos not just about getting clean anymorerdquo says Allen ldquoItrsquos about creating a personal experi-encerdquo More products are offering multiple spray options to satisfy unique shower pref-erences One may want a massaging spray or something invigorating while another prefers a simulated rainfall stream

These functions and accessories also add convenience for cleaning the tub or shower as well as for bathing small children or the family dog

Vertical spas body sprays rain showers and soaker tubs can bring sensible luxury into the bathroom The demand for innova-tive bathroom products has lead manufac-tures to create spa-like features for the home with technologically advanced showers and faucets These options come with a rather large price tag compared to standard bath products but the technology is here to stay and is seen as a practical investment by interested homeowners



From dishes to dinner to homework and entertaining todayrsquos kitchens need to accommodate more than just meal preparations

Digital technology allows homeowners to customize their shower environment and choose the water temperature flow and direction they want at the touch of a but-ton ldquoThese technologies allow us to create a warmer more luxurious shower experi-ence that blankets the body while using less waterrdquo says Allen

The single handle bathroom faucet is also gaining popularity following its success in the kitchen as homeowners find they want to incorporate the tap-on faucet option in the bathroom as well

For Moen looking to enhance current features and products is a priority New

technologies ndash such as Spot Resist a built-in coating to minimize water and fingerprint spots on faucets ndash are prac-tical additions to quality products that offer an extra bonus to homeowners ldquoInnovation winners are determined by relevance user-friendliness design and ease of installationrdquo says Peter Fealy Moenrsquos vice-president of sales and marketing retail

When space is at a premium it is not uncommon for three or even four people to share one bathroom To deal with constraints accesso-ries are going beyond the tradition-al towel bar and into multi-purpose products that can accommodate

everyonersquos needs ldquoDual-purpose items cre-ate that sanctuary feel in the bathroom and are especially popular for small spacesrdquo says Pat Wilkinson vice-president of marketing at Taymor Canada For example shelving units are coming with cupboards mirrors and hooks to keep towels and robes These are increasingly popular and Wilkinson says the demand for this mix of bath furniture and hardware typical in the hospitality industry is transitioning into the residential market

In The KitchenWalk into a home on any weeknight and

chances are the hub of activity will be in

the kitchen It is the heart of the home a place to gather and socialize beyond meal-time However while 63 per cent of Baby Boomer homeowners aged 45 to 65 plan to stay in their current home for the next five to 10 years 75 per cent donrsquot feel their current kitchen is universally designed to meet their needs says a Harris Interactive report

Sarah Reep director of designer relations and education at Masco Cabinetry says ldquofrom high chair to wheelchair needs and pet food to wine storage wersquove uncovered how kitchen extras ndash floor plans counter space and table heights ndash can lead to flex-ible and functional designsrdquo

Consumers are moving past the tradi-tional kitchen formula to find materials and products that match how they want to occupy the space With a revived interest in cooking and entertaining in the home the kitchen is a prime area to invest in qual-ity and functional products that will work with the family schedule and preferences ldquoWhen the budget only affords certain moves consumers are looking to make the biggest impact with items they see and touch every day in the homerdquo says Fealy They want elements that really transform the look and feel of their kitchen A desk area equipped with a computer flat-screen TVs large islands bar stools and pet feeding areas are all components of luxury kitchens that are being modified to meet consumer tastes

Functionality and luxury are of most importance for bathroom updates



made from 80 per cent natural granite that are available in six colours Considered the most frequented location in the kitchen the sink is the pivot point in designing a fluid workspace Larger-sized bowls offer extra room for food preparation and clean-up and a second sink is often added to facilitate entertaining and service at an island

Sink sizes are also meeting demands for smaller spaces when the standard 36-inch is not an option Elliott says sink sizes have

been scaled down to fit a 30-inch or even 27-inch cabinet while still providing the user with a two-bowl sink

Chrome and stainless are still the lead-ers when it comes to finishes for kitchens and bathrooms says Allen Coming out of Europe soft gold finishes are also spark-ing consumer interest ldquoI can see this really trending in a powder room where someone may want a very pretty faucet and accesso-ries to matchrdquo Allen says

Other ElementsAs recycling becomes an everyday

activity for the homeowner countertop waste and utility bins that can be eas-ily integrated into the kitchen for style and convenience are being considered ldquoRecycling units are being custom built into kitchen counters rather than being hid-den awayrdquo says Diana Elliott marketing manager at Blanco Canada For example there are stainless steel bins that can be installed on the countertop anywhere in the kitchen work area that can be removed for disposal and easy cleaning

Kitchen renovation is all about the details and the faucet options on todayrsquos market are becoming the focal point in the room ldquoItrsquos not just that consumers need a faucet they want to show personality through the everyday use items in the kitchenrdquo Elliott says As pull-down faucet heads commonly found in restaurants quickly grow in popu-larity the height of the faucet itself has risen above eight inches becoming the kitchen showpiece especially when the sink is on an island ldquoNow that consumers are seeing the high arc faucet they much prefer itrdquo says Fealy ldquoThere is more room for your hands and better water trajectoryrdquo Technology in pull-down faucet models is also advancing to offer easier operation greater range and self-docking action to keep the faucet head in place when not in use

Faucet touch technology has become highly coveted for its water conservation and convenience in the kitchen aspects ldquoIf your hands are full or dirty you can tap anywhere on the spout or handle and the water is run-ning for as long as you likerdquo Allen says

More homeowners are willing to experi-ment with colour in the kitchen and not just on the walls For those looking for some-thing other than a traditional stainless steel companies such as Blanco now offer sinks

Integrated recycling units add conve-nience during meal preparations



The lsquoGreen Trendrsquo is no longer a trend but rather a shift towards lsquoGreenrsquo products within catego-ries says John J Petroci III presi-

dent and CEO Dumond Chemicals IncConsumers and professional end-users

alike are more environmentally conscious today and the challenge for manufactur-ers is to provide safer alternatives to past formulations ndash that included harsh solvents and toxic chemicals ndash while maintaining effectiveness he says

The term itself should not be misused or misunderstood At Dumond he says they believe the optimal lsquoGreenrsquo paint remov-ers should be developed and manufactured which minimize environmental impact and exceed the most stringent regulatory requirements while delivering maximum performance

Dumond provides environmentally safe solutions in the areas of coatings removal stone and masonry cleaners graffiti control and lead abatement and encapsulating prod-ucts for DIY professional and industrial consumers

Here are some of the most frequently asked questions he deals with

Q What makes a successful Green product

A The lsquoGreen Trendrsquo is no longer a trend but rather a shift towards Green prod-ucts Consumers and professional end-users alike are more environmentally conscious The term itself should not be misused or misunderstood

From a manufacturerrsquos perspective suc-cessful Green products need to be lsquoSafe effective and environmentally friendlyrsquo

In order for paint dealers to be success-ful with a Green product along with effec-tive in-store marketing and merchandising they need to properly train their employees to demonstrate products Product demon-strations are a powerful sales tool because seeing is believing Furthermore a first-hand testimonial spawns both confidence and credibility during the sales process

Q What needs are you seeing in the marketplace for Green products How are you monitoring this situa-

workrsquo Training has always been and will con-tinue to be viewed as a lsquomust haversquo in regards to supporting the paint dealer globally

Paint dealers that have embraced training programs are positioning their businesses for rapid growth as solution selling strengthens end-user relationships and minimizes failures and complaints while increasing sales

The aspects of the market we are look-ing at include continuous improvement to existing products and addressing market voids Green products should be developed and manufactured taking the steps to mini-mize environmental impact and exceeding the most stringent regulatory requirements while delivering maximum performance

Q Some dealers feel that there isnrsquot much call for these products yet How do you respond

A Green paint removers masonry cleaners and graffiti control products offer tremendous growth potential for the paint dealer Some markets are more opportune than others especially older and mature markets influenced by historic preservation and markets challenged with combating graffiti However the need to solve and address an existing paint failure presents a Green product sales opportunity for every paint store

If a paint dealer is not getting much call for these products yet they should view that as an opportunity to spawn conversa-tions with existing customers or make sales calls to prospects Decision-makers are most interested in learning more about Green products as alternative or specific solu-tions pertaining to paint removers masonry cleaners and graffiti control products

Q What makes a paint or sundry product Green

A Regardless if it is a Green paint or sundry product the person facilitating the sale needs to clearly understand a Green productrsquos competitive advantages and con-vey them to their customers Whatrsquos in it for the customer

The end-user needs to know that they are getting a safe effective product that has no harsh chemicals that does what it is sup-posed to do and is user friendly

tion What aspects of the market are you looking at

A Government agencies demand safer alternatives to past formulations that included harsh solvents and toxic chemicals to pro-tect both employees and the environment

Training that we conduct routinely with architects specification writers estimators end-users and distributors as value added service is a sound method of monitoring the marketplace

By conducting training with such a diverse spectrum of industry influences we are able to lsquohearrsquo and lsquolearnrsquo of the needs within the mar-ketplace and focus our research and develop-ment efforts accordingly Furthermore sales and product training serve as a bridge with our distribution network Training immedi-ately enables both store personnel and sales representatives to increase sales simply through lsquoconsultativersquo and lsquosolution sellingrsquo techniques by offering their customers cost effective and environmentally friendly solu-tions to paint removal masonry cleaning and graffiti control projects

We fully realize success as a company is contingent upon the success of both its distributors and customers lsquoperforming the

Green Trend Becomes A Shift

John J Petroci IIIPresident and CEO

Dumond Chemicals Inc

GoinG Green



Q Therersquos a perception that Green products are more expensive and dealers say that consumers are not eager to part with more money for a Green product when therersquos confu-sion about if itrsquos really Green How do you tell dealers to handle these concerns from the consumer

A As a manufacturer these are real concerns Environmentally friendly prod-ucts have typically retained a reputation for being expensive difficult to find and less effective than past alternatives

That myth is now convincingly outdated Going Green will reduce labour costs asso-ciated with a given project and is an excel-lent choice for your health and the planet

Again the lsquoGreenrsquo term itself should not be misused or misunderstood and paint deal-ers can handle these concerns and overcome objections by understanding a Green prod-uctrsquos competitive advantages and conveying them to their customers

Q It would seem that the first hurdle here is convincing the dealers that Green products are wanted by consumers How do you do that

A There is lots of energy around Green products that are safe for both the end-user and environment If in the last few years you havenrsquot discarded a major opinion pertain-ing to Green products or acquired a new one check your pulse You may be dead or your business is dying

For existing accounts promote Green products as a value-added service and edu-cate both your employees and customers Potential customers include DIY and resi-dential painters commercial and industrial contractors property managers schools and universities hospitals and healthcare facili-ties hotels motels and hospitality facili-ties parks and recreation departments and numerous other maintenance opportunities

Q What assistance is available to dealers to understand Green prod-ucts and sell them

A Green paint strippers cleaners and graffiti control products are not impulse products they are project specific solutions From my perspective the best recommenda-tion I could make to the paint dealer is to invest in and commit the time to training

We realized much needed training ndash both sales and product knowledge ndash is required to support the efforts of the paint dealer and contractors performing the work

Training immediately enables both store personnel and sales representatives to increase sales simply because paint removal is more often an art as opposed to a science Both are challenged daily to solve problems

and are faced with a combination of issues An example would be not knowing the coatings history of a 175-year-old building Not knowing the coating systems utilized during years past requires that test patches be applied to identify the optimal removal system for an array of substrates Once the testing is completed the end-user clearly understands the removal process and both material and labor cost associated with the project are easily determined Furthermore dwell times for the specific project are con-cluded This is critical information that is needed throughout all phases of the project for planning estimating and managing the work

We fully realize our success as a com-pany is contingent upon the success of both our distributors and their customers performing the work and training is vital to achieve this

Q What are dealers who are suc-cessfully selling Green products doing

A As with any product or service you consistently strive to build a better lsquomouse traprsquo than your competition by creating and offering distinct competitive advantages

What truly makes a lsquosuccessfulrsquo Green product and fuels both sales and profits is the paint dealerrsquos ability to understand these and convey them to their customers

Q Is Green the next big thing in the paint and sundries marketplace

A Again Green is no longer a trend but a shift within the marketplace This shift is here to stay and the paint dealer needs to embrace this and view it as an opportunity to grow

Q Anything else yoursquod like to add

about the marketplace for Green paint and sundries

A Litigation regarding lead removal is heating up again and DIY professional and industrial consumers need to be properly educated on safe and proven lead removal systems Furthermore paint dealers archi-tects painting contractors owners and DIY applicators find themselves facing a unique set of challenges that require niche and solution driven systems that will safely remove lead hazards from an array of sub-strates (steel metal wood masonry etc) when restoring and protecting architectural beauty They are looking for solutions to eliminate the largest hazards when remov-ing lead based coatings the dust created through traditional or manual methods ndash sanding scraping or sandblasting Once this dust becomes airborne it becomes extremely hazardous for the individual per-

forming this type of work and quickly con-taminates the environment surrounding the project particularly ventilation systems and carpet fibres

Coatings and lead removal in mature markets that are influenced by historical preservation continue to be a huge opportu-nity for the paint dealer Architects are taking advantage of unique opportunities to restore properties to their original appearance with-out the hazards of lead based coatings

Furthermore architects are being chal-lenged to remove past painting systems to unveil the substratersquos beauty and lus-ter particularly wood and masonry Irreplaceable painted wood substrates are having pigmented coatings removed and being enhanced through stains and clear coatings Masonry substrates are hav-ing coatings removed for safety needed repairs surface preparation and aesthet-ics The trend today is not to demolish a historic structure but rather to restore and transform the property into viable space such as residential housing and lofts retail outlets restaurants hospitality operations and commercial property Dormant towns and cities are being developed into charm-ing communities highlighting both the natural appearances of the building materi-als originally utilized and workmanship of our forefathers

Environmentally safe and easy-to-use cleaning products remain a golden oppor-tunity for paint and decorating retailers globally to increase profitable add-on-sales The primary uses for cleaners are two-fold ndash achieving adequate surface preparation prior to painting and improving aesthetics andor appearances The key to any successful painting project stems from achieving ade-quate surface preparation Failure to remove urban grime dirt oil and grease prior to painting remains the primary culprit when addressing paint failures and complaints Furthermore paint dealers today are faced with less and less paintable substrates as exposed brick stone and natural masonry surfaces are desired What was once painted to hide stains dirt and grime is being restored achieving a quaint charming and historic look within both residential and commercial environments

Finally from my perspective after work-ing in the paint industry for the past 28 years the most important message that should be conveyed to the paint dealer is training

During the past four years we have made a tremendous investment in people to pro-vide the level of training both requested and needed within our channel Paint dealers globally need to position both their stores and sales representatives for success

22 Go to page 3 CONTENTSFull Page 8125 wide x 10875 high - v18 - September 23 2009

(Home Improvement Retailing)

As seen on Extreme Makeoverhellip As seen on Extreme Makeoverhellip Low maintenance aluminum fencing that looks as good as it did the day you installed ithellip for years

KitQuickKitQuick reg

Aluminum Fencing System

10rsquo

8rsquo

QuickStepQuick reg

Aluminum Stair Stringers

White

Yard Bronze

Black

QuickSnapQuickAluminum Columns

reg

Never RustPowder Coated AluminumTread Increments from 1 to 9 Steps

top view

Three piece powder coated column wraps around existingposts or can be used instead of wood posts

Aluminum RailingAluminum RailingWHITE YARD BRONZE TAUPEBEIGEBLACK

NEW NEW

Contact Ernie Couillard VP Sales and Marketing(303) 681-3104 - ernieregalrailingcom - regalideascomContact Ernie Couillard VP Sales and Marketing(303) 681-3104 - ernieregalrailingcom - regalideascom



Invests in

Looking to take advantage of the eventual recovery in global hous-ing markets Onex Corporation is investing in JELD-WEN Holding

inc The investment firm will acquire a significant minority interest with a $475 million investment and an additional con-vertible $200 million dollar loan

Onex is headquartered in Toronto ON and part of its team is Philip Orsino who was the co-founder and former CEO of Masonite Onex is publicly traded on the Toronto Stock Exchange under the symbol OCX

The idea of an investor was considered a couple of years ago when JELD-WEN started discussing it internally ldquoBringing on an investor has been a viable concept that we have discussed internally for a couple of years following the massive constriction in the credit marketrdquo says Sante Cigana vice-president sales

As credit markets started to recover through 2009 JELD-WEN started to look at it more seriously last year because ldquolike all businesses we want to have a capital structure that suits our short- and long-term goalsrdquo

Anthony Munk a managing director at Onex says the company believes JELD-WENrsquos competitive position and well-known global brands position them for

long-lasting climate-appropriate window and door products and options

JELD-WEN of Canada provides region-ally specific manufacturing and distri-bution from facilities in Langley BC Edmonton AB Calgary AB Saskatoon SK Winnipeg MB Toronto ON Saint Apollinaire QC Saint Henri QC and Amherst NS In addition it also offers local design centres in Burnaby BC Calgary AB Edmonton AB Winnipeg MB and Montreacuteal QC

In 2003 JELD-WEN of Canadarsquos parent company consolidated its 27 brands under a single product identity to become one of the largest window and door manufacturers in the world with locations in 22 countries and nearly 20000 employees

The company produces specialty build-ing products such as shower screens splash backs mirrors stair parts and millwork as well as a variety of windows and exte-rior and interior doors for the residential and light commercial new construction and remodel markets

For JELD-WEN the agreement with Onex will have no impact on the workforce or its management team ldquoOnex has a tre-mendous amount of confidence in our expe-rienced team of managers and the strength and dedication of our workforcerdquo says Lou Valeriati vice-president operations JELD-WEN will continue to be majority-

owned by the Trust of Richard Wendt members of the Wendt family employees and other existing shareholders ldquoWe are delighted to be investing alongside the Wendt family and look forward to working closely with JELD-WENrsquos management team and employees to build on the com-panyrsquos successrdquo Munk says

JELD-WEN will use the investment from Onex to explore new products as well as product and service enhancements Projects that had been put on hold since the initial downturn of the economy could also be revived as a result of the infusion of cash

success ldquoThis proprietary opportunity is the result of our focus and expertise in the building products sectorrdquo says Munk

Rod Wendt JELD-WENrsquos chief execu-tive officer called it an exciting time in the companyrsquos history ldquoWersquore pleased to be partnering with Onex who shares our vision for the companyrsquos futurerdquo

The vision is to continue to do what JELD-WEN has always done best and that is manufacture and distribute reliable win-dows and doors throughout Canada and the rest of the world where it has operations Onex does not want to change that

JELD-WEN of Canada was estab-lished in 1996 when JELD-WEN acquired manufacturers Willmar Windows United Windows and Donat Flamand Windows and Millwork Distribution As the leading manufacturer of windows and doors in Canada with more than 1200 Canadian employees JELD-WEN strives to provide value for its customers through a range of

ldquoOnex has a tremendous amount of confidence in our experienced team of managers and the strength and dedication of our workforcerdquo says Lou Valeriati ndash vice-president operations

Lou Valeriati Vice-president Operations

JELD-WEN of Canada

Sante CiganaVice-president Sales

JELD-WEN of Canada



With rising energy costs and concerns about personal health and the state of the planet more products and

services are inspiring consumers to choose green remodelling projects

ldquoThrough the help of environmentally friendly contractors and some thoughtful planning green remodelling and renova-tions can actually increase the value of home improvement projectsrdquo says Tom Kraeutler host of the home improvement radio show lsquoThe Money Pitrsquo

ldquoIf you donrsquot think one small green remodelling project can have an impact just consider the Sustainable Building Industry Councilrsquos finding that housing alone con-sumes 20 per cent of energyrdquo says Kraeutler ldquoBy taking a green approach to remodeling you can lower your homersquos energy con-sumption by 30 to 50 per centrdquo

There are many shades of green home-owners can choose when it comes to their next home improvement project and the demand for green products and materials is quickly expanding A lsquoGreen Building Materialsrsquo study by The Freedonia Group says the demand for eco-friendly options is projected to expand 13 per cent annually to $711 billion in 2015 From recycled mate-rials to sustainable woods more contrac-tor projects are incorporating these items thanks to greater availability environmental concern and more stringent regulatory or building code standards coupled with the rebound in the construction market

The largest source of the demand in this area comes from green floor coverings accounting for nearly one-quarter of the market in 2010 and projected to increase 117 per cent through 2015 ldquoWersquore seeing a larger or stronger desire from consumers to have eco flooring as an option and it con-tinues to growrdquo says Dean Kirsch regional sales manager at Unilin Many homeowners are drawn to the appeal of durable and easy-to-maintain floors and going with the option to choose alternative products that do not sacrifice quality and style

Certified Green When homeowners are serious about

incorporating a green story into their reno-vation they take to heart the materials

fewer trees are being harvested than plant-ed This inspection continues down to the cutting and processing stages and carries through as far as possible to the end user Cyr says the FSC certification is by far the most important reference for contractors and consumers looking for green flooring products in todayrsquos market

Sustainable and responsible flooring options are definitely on consumersrsquo minds says Cyr but at the moment green demands are not significantly influencing purchasing decisions ldquoWe are not yet at the point where homeowners are willing to pay more for the green products but if the option is available from a contractor it is certainly an addi-tional benefitrdquo Cyr says

lsquoGreenrsquo CategoriesBamboo is known for its sustainability

and performance and its status as a leader in green flooring products continues to rise It is one of the fastest-growing plants in the world and its stalk can be harvested in as little as five years as opposed to longer

involved One of the challenges of provid-ing an eco flooring option is being able to locate substantial documentation proving a product can in fact be classified as eco says Kirsch Companies such as Unilin are taking the initiative to manufacture flooring prod-ucts made of pre-consumer recycled mate-rial and to use lumber from managed forests

Finding products that hold true to their eco-friendly claim is the first step in the green process Purchasing flooring that has been certified by an independent industry group such as the Forest Stewardship Council (FSC) ensures products have been sustainably grown harvested and processed ldquoThis is a legal and respon-sible way to source out raw material wood flooring and wersquove started seeing more availability of certified products in the marketplacerdquo says Sylvain Cyr flooring division product manager at Goodfellow Inc The FSC evaluates commercial for-ests and verifies the natural biodiversity is maintained to ensure the forest is naturally self-sustaining and that the same number or

Todayrsquos eco-friendly flooring options are energy efficient adhesive-free and easy to install without sacrificing quality and style

What To Know About Green FlooringBy Daniela DiStefano


life cycles of more traditional hardwoods ldquoIf we compare that time to other types of wood it is definitely a green choicerdquo Cyr says In addition the harvest does not affect the roots of the bamboo plant and it will continue to grow

Bamboo may be the poster child for environmentally friendly flooring but cork products are gaining in popularity Like bamboo it is a highly renewable raw mate-rial since the cork bark can be stripped with little harm done to the living tree On average the trees can live up to 200 years making it a continuous resource Corkrsquos durability and insulation qualities also make it an appealing flooring option for consum-ers interested in energy efficiency

A Healthy And Efficient Choice

Eco-friendly usually means human-friendly too One of the latest develop-ments in eco flooring trends is the ability to assemble and disassemble the floor numer-ous times ldquoWhen yoursquore ready to replace it you can un-click it and use it in another room another home or you can donate itrdquo says Kirsch

While preserving resources and cutting down on waste another good reason con-sumers are looking for green beneath their feet is health concerns Many products can

emit volatile organic compounds (VOCs) into the air in the home which overtime may lead to poor air quality and distress for allergy and asthma sufferers Traditional floor glues and sealants are also a concern as they irritate the lungs and air With todayrsquos flooring alternatives consumers can choose adhesive-free tongue-and-groove products that are installed with-out worry No glues or harmful adhesives are used during the installation process and the floors can be walked on imme-diately after installation ndash particularly beneficial on a job site This allows con-tractors to shorten their installation time and gives them greater flexibility when co-ordinating with various other profes-sionals and the homeowner Whatrsquos more is that if a board becomes damaged even in the middle of the room it can be replaced within a half hour without slowing down production time ldquoThatrsquos a huge cost and time save that adds value to the jobrdquo says Kirsch ldquoFor the consumer the end result will mean a high performance product and very few problems with the floor because of its engineering and manufacturingrdquo

As the green home market continues to expand eco-friendly flooring options are poised to grow Above all knowing the products and materials involved will be the best way for contractors to meet the needs

of consumers and assist them in making informed green renovation decisions ldquoThe consumer is going to be happy the contrac-tor is going to be happy and the results will be greatrdquo Kirsch says

Daniela Distefano is Home Improvement Retailingrsquos staff writer (ddistefanopower shiftca)

Products such as bamboo and cork flooring are sustainable and high per-formance alternatives to traditional hardwoods



proDuCt spotliGht

Fashionable Safety GearMoxie Trades has expanded its fash-ionable line of womenrsquos safety gear to include a metal-free athletic runner stat-ic-dissipating athletic runner slip-ons oxfords light duty work boots fallwinter safety boots and eight-inch work boots The apparel line includes denim overalls carpen-ter pants cover-alls hard hats tool belts safety harnesses and safety glasses

Easy-to-build Kit

AZEKrsquos lsquoBench amp Planter Box Hardware Kitrsquo helps create a functional showpiece to complement decks The lsquoeasy-to-buildrsquo kit including AZEK Deck boards allows for the construction of a bench with two integrat-ed flowerplanter boxes Bench colour can match the deck or porch and can divide the deck from the patio since it is freestanding

Adjustable Clutch Feature

Milwaukee Electric Tool Corp- oration has expanded its M18 LITHIUM-ION system with the M18 cordless 3frasl8rdquo lsquoRight Angle Drill Driverrsquo Itrsquos the only 18V right-angle drill with an adjustable clutch feature the company says and provides 11 torque settings plus one drill mode for com-plete control in close-quarter fastening applications

Total Window-screeningPfiferrsquos lsquoUltraVue Excellent Visibility Insect Screenrsquo provides a lsquototalrsquo window-screening package It promises a sharp more brilliant

view improved day lighting better ventilation and protection from disease-carrying insects It comes with 15 per cent greater openness over conventional insect screening and 25 per cent better airflow for breezes and ventilation

Hybrid Roller

Wooster has released the first professional hybrid roller in the industry in response to the evolution of coatings over the last decade While coatings today offer high colour satu-ration and low VOCs they pull lint from common roller covers and dry extremely fast making time of the essence when applying these paints if you donrsquot want to end up with fuzzy walls Avalon is made with a propri-etary green-grey fabric designed to take on these demands It is available in four pile heights 3frasl8rdquo frac12rdquo frac34rdquo and 1frac14rdquo

High-performance Fasteners

Starborn Industries Inc has introduced lsquoCap-Torrsquo a high-performance fastener spe-cifically designed for use with capstock (co-extruded) decking as well as for traditional composite decking The specially engi-neered head and thread design addresses common challenges associated with fasten-ing capstock decking such as curled waste dimpling and white shear

Stapler And NailerArrow Fastener Company LLCrsquos T50 Elite profes-sional manual staple gun and 1rdquo brad nail gun is set to arrive in stores in July It is one of the first manual tackers on the mar-ket capable of firing up to a 1rdquo brad nail As

well the user can set it to staple or nail on virtually any surface

Self-docking ActionMoenrsquos Reflex Pulldown System is at least 40 per cent easier to extend than any other pull-down faucet system The product addresses all ele-ments of faucet usability including easy operation increased range of motion and self-docking action

Stabilizing PrimerThe Sansin Corporationrsquos Foundation is a con-centrated penetrating water-borne primer for both interior and exterior wood surfaces such as timbers logs and dimensional lumber It stabilizes the wood tissue and lignin and keeps wood surfaces from weathering for up to six months during the construction phase At the building site it safeguards woodrsquos natural resistance to mois-ture and ensures the finishing coats adhere and deeply penetrate for last-ing beauty and pro-tection

Hybrid Fire Grills

Kalamazoo Outdoor Gourmet has a new line of hybrid fire grills that cook with three different fuels at once ndash wood charcoal and gas The custom-cast brass H-burners deliver power and control The grill comes in four different sizes and 12 models Built-in or free standing options are available



ChalifourStephanie Daoust is cat-egory manager ndash seasonal at Chalifour Canada She has more than 20 years of experience in retail including 10 years as a category manager Based in Montreal QC she will lead all initiatives related to the seasonal categories

LowersquosCarl Rossi is rough plumbing buyer at Lowersquos Canada He was formerly paint deacutecor and seasonal buyer for TIM-BR Marts Ltd

Leadership ConferenceAnnette M Verschuren formerly president of The Home Depot Canada and Asia has

been appointed chair of the board of direc-tors of the Governor Generalrsquos Canadian Leadership Conference She oversaw the growth of Home Depotrsquos Canadian opera-tions from 19 to 180 stores between 1996 and 2011 She also led its entry into China The Governor Generalrsquos Canadian Leadership Conference brings together 230 of Canadarsquos brightest young leaders from business labour public administration and the com-munity sector for an intensive two-week program that touches every part of Canada

King MarketingRoger Plante is vice-president of sales for King Marketing He has been with the manu-facturerrsquos agency for 21 years and was previ-ously the territory manager for the Prairies The Canadian company represents manufac-turers in the retail home improvement channel

NovikFranccedilois Giroux is executive vice-president and general manager at Novik Inc Before joining the Quebec-based supplier of polymer exterior siding and roofs he was president of the business unit at Haworth Inc

PeoplePrimeSource

PrimeSource has announced a number of new team members to its Canada division They are George Hendry ndash director of national accounts Saju Mathew ndash general manager Ontario Sylvain Lefebvre ndash general manager Quebec Patti Adams ndash general manager Atlantic Paul Dahmer ndash general manager Manitoba and Saskatchewan Danny Strachan ndash general manager Alberta and Lloyd Advincula ndash gen-eral manager British Columbia

TembecLinda Coates is corporate vice-president communications and public affairs Tembec She has more than 25 yearsrsquo experience in communications and public relations hav-ing held executive positions in Canada as well as in Europe with companies involved in the mining and metallurgy cement and related products and technology manu-facturing sectors The companyrsquos principal operations are located in Canada and France

Moen CanadaJohn Farina Tony Hogan and Ryan Wright are senior territory managers wholesale at Moen Canada In their new roles they will execute strategies to develop and expand the wholesale plumbing market as well as build and maintain strong cus-tomer relationships

StephanieDaoust

Dedicated to helpingour industry grow through innovation creative merchandising and outstanding execution

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And nowThe most complete offering of store fi xtures

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Supported by a full line catalogue on-line store

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BMF_fullpage_HHIQindd 49 11-04-13 1003 AM

Call Today For Copy Of Our 230 page Catalogue



HOME IMPROVEMENT RETAILING bull June 2011 29HOME IMPROVEMENT RETAILING bull June 2011

AUGUST Aug 7-10 ndash Canadian Gift and Tableware Associationrsquos (CGTA) Gift Show Toronto International Centre and the Toronto Congress Centre Toronto ON Visit wwwcgtaorg

Aug 13-18 ndash 2011 New York International Gift Fair Jacob K Javits Convention Center and Passenger Ship Terminal Piers 92 and 94 New York City NY Visit wwwnyigfcom

Aug 14-18 ndash The Gourmet Housewares Show New York NY Visit wwwthegourmet showcom

Aug 14-17 ndash Canadian Gift and Table- ware Associationrsquos (CGTA) Gift Show Northlands Edmonton EXPO Centre Edmonton AB Visit wwwcgtaorg

Aug 27-31 ndash Tendence Frankfurt Fair Frankfurt Germany Visit wwwtendencemessefrankfurtcom

Aug 28-31 ndash Canadian Gift and Tableware Associationrsquos (CGTA) Gift Show 800 de la Gauchetiegravere St W Montreacuteal QC Visit wwwcgtaorg

SEPTEMBERSept 4-6 ndash spoga+gafa The Garden Trade Fair Cologne Germany Contact Christopher Beavers Tel (773) 326-9928 eMail cbeaverskoelnmessenaftacom Web wwwspogagafacom

Sept 12-14 ndash DOMOTEX Middle East Dubai International Convention amp Exhibition Centre Dubai United Arab Emirates Contact Tel (416) 690-0331 or (800) 727-4183 Fax (416) 690-1244 eMail infohf-canadacom Web wwwdomotex-mid-dle-eastcom

CalenDar oF eVents


Man is the only creature that consumes without producing He does not give milk he does not lay eggs he is too weak to

pull the plough he cannot run fast enough to catch rabbits Yet he is lord of all the ani-mals He sets them to work he gives back to them the bare minimum that will prevent them from starving and the rest he keeps for himselfrdquo

That quotation is from George Orwellrsquos lsquoAnimal Farmrsquo Published in 1945 it is actually a novel against the Joseph Stalin era in the USSR and has nothing to do with Canada or the environment

Green EconomyHowever the first sentence ldquoMan is

the only creature that consumes without producingrdquo comes to mind in light of two new reports that identify the roadblocks to building a green economy in Canada and what needs to be done to tap into the global opportunities the country so far has

failed to embrace The companion papers lsquoBuilding Bridges The Environment and the Economyrsquo were commissioned by the Canadian Environmental Grantmakersrsquo Network (CEGN) a membership group of more than 60 private and public funders

The reports supposedly pinpoint whatrsquos preventing us from moving forward and transforming our economy ldquoOur basic eco-nomic assumptions must be challengedrdquo says Alexander Wood of Sustainable Prosperity Canadarsquos leading green economy think tank and the author of the first report ldquoWe believe as Canadians that natural resources are plen-tiful and cheap and are betting our economic future on it But the rest of the world is fig-uring out that advantage will come to those economies that are able to do more with less And in that world Canada is right now not able to compete We need to engage citizens in an informed debate about how we will generate wealth in Canada and the steps we need to take us to a greener stronger and more competitive economyrdquo

Look we understand the point being made but it is unfair to paint Canadians with this broad brush and it goes beyond a belief that natural resources are plentiful and cheap Plus it is even more unfair to say the rest of the world is figuring it out It is common knowledge that China and other developing countries give no thought to the environment or sustainability as they push forward their efforts to grow their econo-mies They will consume whatever they can until they reach their economic goals

Granted there are parts of the world mostly in Europe which recognize the need to grow in a way that is sustainable However this is a part of the world which was forced to find for example alternative energy sources

The fundamental problem is how we measure economic success in 2011 And this is a worldwide problem

For example at the Canadian Coalition for Good Governancersquos annual general meeting recently Roger Martin dean of the Rotman School of Management and a

professor of strategic management attacked stock based compensation for senior execu-tives When it was first put in place in the mid-1970s he says the intent was to align shareholder interests with those of the com-

panyrsquos management However executives quickly realized that managing companies well wasnrsquot the way to cash in they needed to manage the expectations that the price of the stock would continue to rise

In essence their greed their desire to get as much as they could shifted the focus of management from profitability to earnings In order to increase earnings you have to grow at all costs and one of those costs is our environment and our future sustainability And shareholders motivated by the promise of seeing the value of their stocks soar higher continue to support this In essence execu-tive and shareholder interests are aligned but they are aligned by their greed

Growth In EarningsSo stock prices move on earnings on

forecasts of earnings on promises of earn-ings If you want to earn more you need to sell more If you sell more you need to produce more What ends up driving a stock price is the growth in earnings But earn-ings are not profit and pity the publicly-held company that just goes forward year to year with the same earnings and the same reasonable profit We investors think there is something wrong with that and they are punished with their stock price

And what happens when we canrsquot grow at any cost What happens as resources run out with an economic model based on how much more we can produce as opposed to what can we produce profitably what can we produce well what can we produce that is sustainable what can we produce that is friendly to the environment

Maybe those companies that can produce more with less will move to the forefront Shareholders will be rewarded not with soaring stock prices but regular dividends The model will shift from rewarding greed to rewarding good management

Roadblocks To A Green Economy

publisherrsquos perspeCtiVe


ldquo

Dante PiccininPublisher and Editorial Director

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3

3

CONTENTS

Departments

Features


6 industry updatE

7 in storE







27 pEoplE
















Fax (416) 494-2536



16

24

13






eDitorrsquos View



























inDustry upDate













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As of June 24 2011





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Invests in




















JELD-WEN of Canada


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proDuCt spotliGht


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Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


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eDitorrsquos View



























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in store



















itrsquos your money














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NEW NEW




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JELD-WEN of Canada


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proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


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inDustry upDate













in store



















itrsquos your money














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Canadian Technician






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NEW NEW




Invests in




















JELD-WEN of Canada


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proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


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in store



















itrsquos your money














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include





priVate wealth
















9

































CoaCh your team

Canadian Technician






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NEW NEW




Invests in




















JELD-WEN of Canada


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proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


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Canadian Technician






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22 Go to page 3 CONTENTSFull 125 wide x 10875 high - v18 - September 23 2009





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NEW NEW




Invests in




















JELD-WEN of Canada


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Hybrid Fire Grills










PeoplePrimeSource




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CalenDar oF eVents























ldquo


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CalenDar oF eVents























ldquo


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T8 in



























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NEW NEW




Invests in




















JELD-WEN of Canada


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Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


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Canadian Technician






reg


T1075 in

T8 in



























FoCus on Customers



2011
















































































GoinG Green



































10rsquo

8rsquo

QuickStepQuick reg


White

Yard Bronze

Black


reg


top view



NEW NEW




Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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FoCus on Customers



2011
















































































GoinG Green



































10rsquo

8rsquo

QuickStepQuick reg


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Yard Bronze

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reg


top view



NEW NEW




Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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2011
















































































GoinG Green



































10rsquo

8rsquo

QuickStepQuick reg


White

Yard Bronze

Black


reg


top view



NEW NEW




Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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pg3 HIR web 2

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GoinG Green



































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reg


top view



NEW NEW




Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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10rsquo

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top view



NEW NEW




Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






Hybrid Roller








Hybrid Fire Grills










PeoplePrimeSource




StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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Invests in




















JELD-WEN of Canada


JELD-WEN of Canada
































proDuCt spotliGht


Easy-to-build Kit






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Hybrid Fire Grills










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StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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proDuCt spotliGht


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StephanieDaoust

























CalenDar oF eVents























ldquo


hirpowershiftca



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