A slideshow describing how we service our food equipment customers' needs in Western Canada.

2. DSL Canada
DSL currently has offices, Territory
Managers and Technicians throughout
Western Canada and services remote
areas of BC, AB, and SK. DSL Inc. Territory
DSL Tech Locations

3. DSL Techs are:
Professional Food Service Excellence
Factory Trained DSL is the exclusive distributor of
Journeyman Refrigeration
Technicians
Specialized in:
- Service
- Maintenance
- Installation

4. Equipment Sales
Adrian is a key
partner for us. It is Our team of Territory Managers are leaders in the foodservice
clear he has our best
interests at heart…
industry. Positioned across the West, they understand the
Al Jessa market, equipment and your business challenges.
V.P Operations •Factory trained
Joey Restaurant
Group
•Extensive Sales Experience We are impressed
with the Taylor line of
•Industry knowledge equipment and DSL’s
Beyond just a vendor, DSL representation and
Amanda’s
has become a Strategic after sales service.
knowledge of Our relationship with DSL
Partner for BPI who We are confident in
equipment was extends well the beyond the
continues to using DSL for future
outstanding. customer/vendor model
constructively add value investments as our
Peter Hayashi and can only be defined as
to our business. business expands
Banff Avenue business partner. DSL has
Peter Mabie Dave Munro
Pharmacy demonstrated on numerous
Corporate Services Owner
occasions that they not only Wilson Creek Shell
value our business, but Boston Pizza
enhance our business.
Doug Schweens
Category Manager
Chevron Canada

5. Internal Support
Our customers and service technicians are backed up
by a complete operational team including service
management, supervisors, multiple dispatchers and
customer service representatives, a warehouse team
and a complete parts department

6. Prioritized Service
Dispatching
Customer Service Customer Service Agents
All incoming calls are answered live in 20 seconds or less. specifically trained to
optimally support Taylor
Our full-time customer service agents and dispatch coordinators and Henny Penny
are dedicated to ensuring only the highest quality response to all products
incoming requests. Factory Supported Service
Program
Customer equipment
information and service
history updates daily

7. Mobile Field Service Application
DSL has streamlined our dispatching systems to incorporate a brand new
“paperless” technology: Mirifex.
Mirifex is a mobile field service application using Blackberry cellular devices.
Mandatory service information captured on every call
Service calls are instantly dispatched to technicians
Equipment specific service detail on site

8. After Hours Service Process
DSL utilizes on-call technicians for all areas.
When a customer calls in after hours they will reach our automated
attendant. At this time they will be given the option of leaving a
message to be addressed the next business day or having their call
routed and speak directly with our on call technician.
Our new state-of-the-art phone system that was installed mid-2008 allows us to have customer-
specific toll free numbers, greetings for service and automatic call routing based on the entry of a
store number on the touch-tone keypad.

9. Troubleshooting & Technical Assistance
DSL has on staff a full time factory-trained telephone trouble-shooter who provides no charge
operational assistance to customers. Over half of the calls routed through our trouble-shooter are
fixed over the phone without the expense of a service technician visit.
Here is an annual representation of the a
Total calls = 712
client’s troubleshooting service. Total calls fixed over the phone = 456
Total service calls = 196
Total hours on phone = 172
*Based on 2003 call volumes.
Total fix ratio = 72%
Approx. savings to corporate accts: $91,200

10. Operational Training
All customers receive operational training and are shown cleaning
procedures at time of equipment start-up and warranty checkout.
Additional training is available throughout the life of the equipment.

11. Response Time Measurement
We take great pride in our proven ability to respond to service calls within
24 hours. (Based on major centers in Western Canada)
Equipment down or safety issues receive priority response – Usually within
4 hours
DSL has the ability to track, monitor, report and audit all aspects of our
services, sales and parts business. Made-to-order reports can be generated
based on the customer’s needs.

12. Health & Safety Policy
DSL supports and endorses the importance of the health and safety of our community, our
environment and ourselves. It is our goal to have an injury and accident free workplace.
In accordance with these beliefs, DSL aims to prevent workplace accidents and injuries by:
Maintaining a health and safety program which is in compliance with all applicable
health, safety and environmental legislation
All field technicians have PPE (Personal Protective Equipment) on board
their service vehicles and are trained on T.D.G. (Transport Dangerous
Goods).

13. Central Parts Department
DSL is the Western Canadian authorized distributor for all Taylor and Henny Penny
Parts. We only stock and use authentic factory parts.
Our customer service parts personnel have a combined DSL experience of
over 35 years.
Our warehouse is equipped with approximately 2,700 unique
SKU’s of authentic Taylor and Henny Penny parts available for
next day delivery for all Western Canadian regions.
Critical parts not in inventory can be shipped direct from the factory
for next day delivery to any of our local service technicians.

14. Parts & Van Inventory
As an authorized distributor we are notified of all factory announced changes, updates, recalls,
and alerts and have systems in place to respond quickly, informing our customers of the changes.
Technicians are updated weekly on critical equipment issues.
DSL regularly monitors and adjusts the stock carried in all service vehicles. Stock adjustments are
implemented based on usage and regional customer requirements. Each of our service vehicles is
currently stocked with over $20,000 worth of inventory.

15. Labour Guarantee
DSL guarantees its service for thirty (30) days from the date of repair. If the
unit malfunctions within that time and is deemed to be for the same
reason, the return trip service call charges will not be charged to the
customer.
All parts, excluding wearable items, have an extended parts replacement
coverage of a minimum of ninety (90) days, even if the equipment is past its
original warranty period

16. Warranty
DSL administers warranty on behalf of our customers, executing all labour and parts
warranties that may be applicable to the equipment.
Service repair warranty redemption is immediate to the customer.

17. Making the Grade
DSL is proud to have been an “A” rated Taylor distributor
since the inception of the “Making the Grade” rating
program. This is the highest rating Taylor can bestow on a
distributor.

18. Required Maintenance Program
DSL’s commitment to required maintenance programs have been the number one contributing
factor to reducing reactive service costs for customers that subscribe to the program.
In addition to ensuring the longevity of your equipment, other benefits of required maintenance
include:
•Increased yield / margins / profitability
•Reduction in down time and loss of sales
•Reduced service costs by avoiding reactive or
emergency service
•Automated scheduling to remove worry of
maintenance lapse.
Checklists for all maintenance programs are followed by our technicians to ensure that
no steps are ever missed.
DSL offers reduced travel rates on recommended programs and frequencies

19. Required Maintenance Program
•Increased yield / margins / profitability
Based on customer feedback
•Reduction in down time and loss of sales
Reduced number of service calls as much as 59%
•Reduced service costs by avoiding reactive or emergency service
Reduced service call costs as much as 22%
•Automated scheduling to remove worry of maintenance lapse.
Annual, semi-annual, quarterly