Dealer Support February 2023

February 2023

Issue 329

inspiring success

Being the dependable partner in uncertain times We sit down with ACCO UK’s Mark Wilkinson to discuss sustainable futures and putting dealers and consumers at the heart of its strategy

THRIVING IN CHALLENGING TIMES

Document Data tell us about their impressive growth

SUSTAINABLE PRINT SOLUTIONS

What services can businesses offer in addition to a high quality and reliable print process?

GETTING TO GREATNESS

How one business is taking diversification to new heights

2023

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FROM THE EDITOR

Overcoming challenges DEALER SUPPORT FEBUARY 2023 ISSUE 329 MARK WILKINSON ALISTER HALL DAVID FORSYTH

We did it, we got through January! Most of my resolutions didn’t make it to the end of the month, so I hope you’ve managed to outdo my efforts and carry some of yours through to February. Although we are only onto the second month of the year, there has already been some big changes happening in the industry and we open this issue by highlighting some of those stories in our ‘The month that was’ section.

The industry continues to contend with the challenges that have been with us since the end of last year and the looming threat of recession is enough to put a frown on any business owners face, but despite this we are still seeing many businesses adapt and thrive in the face of difficult times, and we speak to three industry figures who all Being the share their stories of business success. Mark Wilkinson, regional vice-president and dependable partner in general manager of ACCO UK, tells us how ACCO Brands achieved further growth uncertain times in 2022 and is eyeing a sustainable future, with dealers and consumers at the heart of its strategy. From nearly leaving the industry in 2018 to winning the Dealer Excellence award at the most recent Boss Awards, we speak to Alister Hall, Go2 MD, about the fascinating journey he has been on - including the lightbulb moment that changed it all. And David Forsyth, founder and MD at Document Data Group, tells us how his business has achieved exponential growth through multiple strategies.

We also continue with our new editorial strategy and focus on each one of our ‘Four Pillars’. As the labour market continues to be unpredictable, offices need to appeal to potential and existing employees more than ever before, we take a look at what should dealers be selling to make them more attractive workplaces. As well as making the workplace more appealing we also explore the sales opportunities the home office no longer being a temporary workplace, but a permanent one that consumers want to invest in, presents. As customers become increasingly concerned about the sustainability of their print solutions, we discuss what services businesses can offer in addition to a high quality and reliable print process to be more sustainable. We also look at why dealers should be considering mergers and acquisitions as a strategy for diversification.

As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport.

February 2023

Issue 329

inspiring success

THRIVING IN CHALLENGING TIMES

Document Data tell us about their impressive growth

SUSTAINABLE PRINT SOLUTIONS

We sit down with ACCO UK’s Mark Wilkinson to discuss sustainable futures and putting dealers and consumers at the heart of its strategy

What services can businesses offer in addition to a high quality and reliable print process?

GETTING TO GREATNESS

How one business is taking diversification to new heights

Ellie Potter Editor

EDITOR ELEANOR POTTER

CREATIVE TEAM Amanda Lancaster

HEAD OF SALES Nick Oleskiw

DIRECTOR Vicki Baloch

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FEBRUARY 2023

Contents INDUSTRY 06 THE MONTH THAT WAS

The headline news from the industry

08 NEWS EXTRA

Energy bill support to continue at reduced rate

18

10 BEING THE DEPENDABLE PARTNER IN UNCERTAIN TIMES We sit down with ACCO UK’s Mark Wilkinson

LEADERSHIP 14 GETTING TO GREATNESS

How one business is taking diversification to new heights

18 SELLING THE LUXURY OFFICE

The sales opportunities appealing workplaces present

20 THRIVING IN CHALLENGING TIMES

Document Data tell us about their impressive growth

24

SALES SUCCESS 24 SUSTAINABLE PRINT SOLUTIONS

What services can businesses offer in addition to a high quality and reliable print process?

27 DIVERSIFYING THROUGH MERGERS AND ACQUISITIONS

How about buying a business that brings diversification right to your door?

30 THE HOME OFFICE IS HERE TO STAY HERE’S HOW TO SELL IT

The home office is permanent - and consumers are keen to invest in it

27 “The circular economy is increasingly front and centre of many organisations, as sustainability becomes more of a high-level focus for customers and suppliers alike.”

LIVE IT 34 FATHER P. CLIP

The good Father on modernising the warehouse

36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FINAL WORD

Building better businesses through representation

29

INDUSTRY

T H E M O N T H T H AT W A S

THE MONTH THAT WAS

EVO announce new VOW MD EVO Group is pleased to announce

was my first decision as EVO CEO

letting them do their stuff. The Banner

that, with immediate effect, Adrian

and it was not a difficult call. Ade is

sales leads will report into me directly,

Butler will focus on the role of VOW

VOW and is at his best working with

moving forward.”

MD. Adrian will focus his efforts on

our VOW customers. I want him and

Adrian Butler commented, “I have

supporting VOW Wholesale customers

the VOW sales team to focus 100%

gained a wealth of experience working

and will also now cease to have any

on helping our VOW Wholesale

across the group in the last 12 months

involvement with the Banner business.

customers grow and win in the

that hopefully can help me in my new

Commenting on the change new

marketplace. I believe in getting

role. I’m delighted to be appointed as

EVO CEO Andrew Gale noted, “This

people in the right jobs, and then

the VOW MD”.

Spicers appoint new development director

Premier starts the year with Irish acquisition

Spicers has strengthened its leadership team with the

Premier has announced that Dublin-based

appointment of business development director Adrian Reid.

GPMI is the latest company to be acquired

“Spicers has been through a significant period of transition in

by the group. Michael Beever, CEO of the

order to ensure it’s a fit-for-the-future organisation – and one

Premier Paper Group says, “GPMI is an

which is ideally-placed to become the industry’s wholesaler of

exciting addition to the group and opens

choice,” commented Adrian on his move. “I want to leverage my

up a new geographical market for Premier.

knowledge of, and relationships with, dealers to help Spicers’

These latest acquisitions are consistent

new and existing customers to thrive and be more profitable – by

with our strategy of achieving good

empowering them to trade more easily, and more efficiently.”

organic growth, based on our traditional

Steve Morley, sales director at Spicers, added, “Adrian

paper merchanting foundations, together

brings a wealth of relevant experience to our team, having held

with selected acquisitions in new but

previous leadership posts as well as a proven reputation for

complementary markets.”

winning new business and growing existing customer accounts.

GPMI managing director Enda Brophy

He is passionate about helping dealers thrive in a fast-paced,

commented, “Being part of Premier will

changing, landscape, delving into customers’ nuances, and

open up many opportunities for GPMI and

providing quality customer service in order to drive sustainable

will allow us to further develop our service

growth – something which is central to Spicers’ commercial

offer and product choice to our customers.”

strategy for the next three years.”

[06] FEBRUARY 2023

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T H E M O N T H T H AT W A S

Xerox acquires Advanced UK Xerox has acquired Advanced UK to further vertically integrate, continuing to strengthen its presence in the UK. “With its impressive capabilities and heritage in production print, Advanced UK already has a strong local client base,” said Kevin Paterson, head of Xerox business solutions and small and medium businesses at Xerox UK. “We look forward to bringing the industry’s most comprehensive portfolio of services to an exciting new set of Xerox customers.”

“We are thrilled to join the Xerox team and expand our client offering through Xerox’s Print and IT Services,” said Joe Gallagher, Advanced UK’s sales director.

“As a long-standing Xerox

INDUSTRY

Complete Business Solutions acquired by EVO EVO has completed the acquisition of Complete Business Solutions after the uncertainty at the start of the year.

The trade and assets of CBS have been acquired through a pre-pack administration by EVO. The EVO and CBS teams have worked together to deliver the transaction following a challenging period, and EVO are delighted to have secured an outcome ensuring the survival of CBS and securing jobs for all its employees across the UK.

Platinum partner, we knew that Xerox was the perfect fit to take the business forward and drive differentiated growth opportunities.”

Pukka Pads makes senior appointment Alex Bonarius has been appointed global sales director at Pukka Pads. The role will see him assume overall responsibility for all sales channels and markets across the business and its multiple brands. This comes as part of an exciting series of recent developments for Pukka Pads, including the acquisition of Party Centric Ltd. and the recent launch of the new Pukka Planet range, which was shortlisted for a BOSS award in November.

Company owner and CEO Chris Stott is more optimistic than ever before.

“We’re delighted to have Alex joining us. With his appointment, we feel Pukka Pads is well-positioned to grow in all channels, specifically overseas where there is much opportunity which we haven’t been able to

The business has grown rapidly in recent years and, was significantly challenged by the COVID period. “We are delighted to end the uncertainty and bring CBS into the EVO family, which we believe is the best outcome for all,” said Andrew Gale, CEO of EVO. “This was very much a team effort, and I am grateful to – and, indeed, very proud of - the EVO team, our shareholder, Endless, and our banking partners, Breal Zeta and Leumi ABL, who have worked tirelessly to ensure this acquisition was concluded as quickly as possible.

“CBS is a great addition to the EVO group of companies and will operate as a stand-alone business. Our priority over the coming weeks is to restore stability and confidence for CBS employees and, most importantly, maintain excellent service to CBS customers.”

Tim Vance, joint administrator at EY Parthenon, said, “We are pleased to announce the preservation of the entire business following its sale to EVO, along with the retention of all employees.”

address up until now”.

www.dealersupport.co.uk FEBRUARY 2023 [07]

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA Energy bill support to continue at reduced rate The government has published its plans for the Energy Bill Discount Scheme to replace the present scheme, which comes to an end on 31 March he Energy Bill

the support provided for domestic

Relief Scheme

consumers, of £107/MWh for gas

(EBRS) will be

and £302/MWh for electricity. This

replaced by

means that businesses experiencing

an Energy Bill

energy costs below this level will not

Discount Scheme

receive support. Customers do not

(EBDS) which will run from 1 April 2023

need to apply for their discount; as

until 31 March 2024. Businesses which

with the current scheme, suppliers

have been receiving help under the

will automatically apply reductions

EBRS will be eligible for the EBDS,

to the bills of all eligible

and will not have to take any action –

non-domestic customers.

T

discounts will continue to be applied

Suppliers will automatically apply reductions to the bills of all eligible non-domestic customers

The government first launched

to energy bills automatically. However,

the package last September after

the new rates of support are lower than

prices were driven up in the wake of

under the current EBRS scheme.

the pandemic and the war in Ukraine.

higher costs to customers. However,

The new scheme, set to launch in

Although wholesale gas prices are still

the British Chambers of Commerce

April, will apply a discount to wholesale

three-to-four times higher than their

has commented on the new scheme,

energy prices but, if wholesale prices

long-term average, they are now below

calling it ‘seriously short’ for firms who

rise, it will be the business that takes

the level they were before the start of

are already struggling with prices at a

the pain. From 1 April 2023 to 31

the Ukraine conflict.

40-year high.

March 2024, all eligible non-domestic

Bigger manufacturers, which

For businesses looking to save

customers who have a contract with

typically have higher bills, will receive a

energy on their own premises, turning

a licensed energy supplier will see

bigger discount, which the government

off lights and switching to LED bulbs

a unit discount of up to £6.97/MWh

has stated is equivalent to about

can reduce energy costs; setting up

automatically applied to their gas and

£700,000 of support of 12 months.

cashback rewards, loyalty discounts or

a unit discount of up to £19.61/MWh

According to the treasury these

payment installation schemes to

applied to their electricity bills.

businesses are set to receive more help

provide customers with crucial

because, with competitors around the

support in a challenging time may

world, they are less able to pass on

also make a difference.

This will be subject to a wholesale price threshold, set with reference to

[08] FEBRUARY 2023

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INDUSTRY

S T R AT E G Y I N T E R V I E W

Being the dependable partner in uncertain times Despite the challenges, ACCO Brands achieved further growth in 2022 and is eyeing a sustainable future, with dealers and consumers at the heart of its strategy. We sat down with MARK WILKINSON, regional vice-president and general manager of ACCO UK, to find out more

F

rom humble beginnings in 1903,

ACCO’s integrity comes into play. “In times of uncertainty

when Fred Cline founded a paperclip

you need solid, reliable, dependable partners, and we aim

company in New York, ACCO Brands

very much to be that.”

has grown into a multinational giant;

Regardless of the challenges faced, ACCO had a

today it is one of the world’s largest

strong 2022 - and even managed to grow the business,

designers, manufacturers and marketers of premium

something that Mark is proud to share.

business, technology, academic and consumer products.

For Mark Wilkinson, regional vice-president and

LESSONS LEARNED

general manager of ACCO UK, 2022 was a year of both

Coming out of a year that has been both challenging

challenges and opportunities - notably, the high rate of

and rewarding for the whole industry, 2022 served up

inflation has steered his decision-making and, as he sees it,

its fair share of lessons to be learned for ACCO. Mark

this will continue through into 2023.

notes that agility has been key to what ended up being

“Almost all companies - and indeed consumers - will

a successful year for the firm. “Our biggest lesson

have felt the impact of inflation, so managing for that has

learned was to be agile, and have a plan. I’m always a

been the biggest challenge, and this will continue to be a

fan of having a plan, but don’t stick religiously to it if

challenge for all parts of the industry going into 2023.”

certain aspects aren’t working…you must be quick to

Adding to this were difficulties in maintaining margins, as supply input inflation grew to record levels; coupled

recognise when you need to do something different.”

Going into 2023 ACCO hopes to maintain its

with the potential for a recession in the UK, this makes for

positive momentum and also to return to one of its key

a rather unsettled outlook but that, Mark says, is where

success strategies from decades before. Ten or so years

[10] FEBRUARY 2023

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S T R AT E G Y I N T E R V I E W

INDUSTRY

ago, the dealer channel was a much larger part of ACCO’s operations; now it is looking to grow that again.

“We did really well with our dealer channel in 2022, perhaps surprisingly so given the environment.

We want to continue to grow that, and we’ve got the plans and resources in place to do it.”

In times of uncertainty, you need solid, reliable, dependable partners, and we aim very much to be that

SUSTAINABILITY FOCUS As with all contemporary businesses, ACCO is keenly eyeing the opportunities presented by a more

keep investing in new products. We now have lots of

sustainable future. More products are being offered with

products and categories that were very relevant during

sustainability labels - driven by customer demand - but

the pandemic, and are now equally relevant in a hybrid

Mark also wants to ensure that the company continues

post-pandemic return to work environment.”

to have the integrity to back up its green claims.

As a company that’s been around more than 100

“We want to make sure we’ve got the credibility,

years, ACCO remains proud of its heritage of traditional

which means not just creating a shiny, glossy spin - ‘Oh,

office products. With a portfolio that includes brands

yes, it’s all carbon neutral. Don’t worry about us, it’s fine’

like Rexel, Nobo, Derwent, Kensington and GBC, those

- but making sure we can actually back that up, making

well-known and loved remain core to the company -

sure we’ve got the right accreditation across all of our

but that doesn’t mean it’s stuck in the past, as Mark

sites including offices, warehouses and factories; ISO

explained. “We’re constantly bringing out new products

9001, 14,5001 EcoVadis, those kinds of things.”

in our artisan craft brands, technology and business

For many companies, being more sustainable can

machines categories as well as hybrid working solutions.

seem unachievable in tough economic times but while

“The investments in brand, the investments in new

there can be a cost associated with going green, Mark is

products, and the investments in acquisitions in more

quick to point out that it doesn’t always have to be that

technology and consumer-oriented companies, are

way. “Sustainability doesn’t have to be about producing

really what we’re doing to future proof our business.”

something vastly more expensive just to give it a ‘green’

Mark believes that diversification offers huge

label. It can be about producing good quality products

opportunities for dealers - and not just in terms of

that last, and making sure that you’re doing that in as

products. In this period of uncertainty, having more

low carbon a way as possible.”

options open, and more choice, is a safe bet to spread the risk. “It’s really important that dealers diversify their

FUTURE-PROOFING THE COMPANY

supplier base, their product mix, and their customer

During the pandemic ACCO took the decision to

base, because you don’t know which of those bets are

invest in the development and manufacturing of

going to take off.

new products. As the workplace adjusts to the new

“Try some different areas, and give yourself a

normal, this means the ACCO product portfolio is fit

chance, because existing traditional product categories

for the future, regardless of how today’s office

are always going to have some element of leakage. You

landscape might look.

need something else to fill the funnel, and that’s usually

“Back in 2020 we took the decision to continue to

new customers, new products, or new routes to market.”

www.dealersupport.co.uk FEBRUARY 2023 [11]

INDUSTRY

S T R AT E G Y I N T E R V I E W

CHALLENGES AND OPPORTUNITIES FOR 2023

being fired back up; as businesses find they don’t work

While 2023 presents a bright new year full of

as well as they once did, an opportunity for replacement

opportunities, it’s not without its challenges. From the

emerges. As leases are renewed, and many businesses

residual effects of the pandemic, to the war in Ukraine

relocate to smaller office spaces, opportunities for

- not to mention the underlying issues relating to Brexit

furniture replacement present themselves - and, of

- dealers still have some headwinds with

course, there’s the new and emerging market for home-

which to contend.

to-work and domestic office equipment.

Heading into a potentially recessionary environment

“The return to office and hybrid working are still

will make it more important than ever that dealers work

two big opportunities. Don’t forget, hybrid working

with the best supply chain partners - and Mark warns

means multi-location - and the chance to sell stuff for

against falling into the trap of having all eggs in one

the home and stuff for office. That’s still a very, very

basket. “We’ve seen, time and time again over the last

good opportunity, and something that served us very

three years, that supply chain uncertainty means that,

well over the last few years.”

Engineering a workplace that allows workers to connect, collaborate and feel a sense of purpose will

The return to office and hybrid working are still two big opportunities

be key for offices up and down the country to ensure a productive workforce. “It’s about collaboration tools, ease of use, and not having really loud shredders sitting right next to someone’s collaboration space.

“Businesses will invest in products that make them more productive, allowing people to focus on what

sometimes, our customers go out of stock, and they

they want to do when they go to work - collaborate,

come to us because they want a reliable source.”

socialise and feel connected.”

In tandem with this he encourages dealers to price their products fairly. Given the effects of inflation over

SUPPORTING DEALERS

the past year, under-pricing is a real risk that should be

Supporting dealers is a core part of ACCO’s strategy. A

studiously avoided.

dedicated sales team focuses purely on both sides of

“Don’t fall into the trap of thinking that cheap is

the dealer channel. The online shop enables maximum

best, and you’ll somehow win the sales war that way. I

visibility for the entire ACCO catalogue, and provides

don’t think you will - or at least, if you do, you won’t win

easy browsing of its many products.

it for very long!”

Mark sees an ongoing need for products that meet

ACCO is also hosting a series of ‘Dealer Days’ in 2023 where partners can visit its Halesowen

new hybrid working patterns. Across the industry, the

warehouse, meet the management team and help

time spent in the workplace varies between employers

ACCO to better understand the needs and challenges

but, in almost every case, people are back in the office

of its dealer community.

for at least part of the working week.

This, Mark believes, opens up some interesting

These innovative dealer workshops are due to kick off in March, and Mark directs interested parties to

opportunities for dealers. For example, machines that

dealer group heads for more information. “Come and

have been redundant for months or even years are

talk to us – we’re here for you,” says Mark.

[12] FEBRUARY 2023

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LEADERSHIP

DEALER SUCCESS

Getting to greatness From nearly leaving the industry in 2018, to winning the Dealer Excellence award at the most recent Boss Awards, we speak to ALISTER HALL, Go2 MD, about the fascinating journey he has been on - including the lightbulb moment that changed it all

Y

ou’ll realise, as you read on, that Alister Hall

that didn’t really reflect what the client wanted to buy, and we were

is an incredibly energetic and positive person

missing out on opportunities. I felt that we were hitting walls, and we

- and his ideas on growing a successful, happy

still needed to evolve more, but my boss didn’t really want to diversify

business will certainly help other dealers on

to the level that I did so I left when I was 39.

their own journeys to success.

I then went into business with two school friends who already had a successful commercial daily office and events cleaning management

CAN YOU START BY TELLING US A LITTLE BIT ABOUT

business. We created a group company with all the different products

YOUR JOURNEY TO BECOMING GO2 MD?

and services, and that was very successful - but, again, within a five-

I went for a sales job in 1993 selling stationery. They gave me a

year period I’d hit the ceiling in terms of the amount of business I

Spicers catalogue, a record card box, a Yellow Pages, a diary, and I

could process on my own. At this point it was 2018 - it was a year of

cracked on. Within five years of starting that job they moved me up

hell. I didn’t know where the next pound was going to come from, or

to running a telesales team and then, five years after that, I was made

whether I wanted to work in this industry anymore.

sales director there.

Eventually I decided I did want to stick it out. I called Office

At this point I was going out into the field more, meeting with clients,

Power and I set up a new company. After the Office Power meeting

growing the team and growing the business. Even back then I could see

I was reinvigorated, and I thought, ‘Do you know what - I’m going

that the market needed to diversify, because I was getting asked more and

to have one last crack at this!’ I started off with one lady, that then

more for different things. The company was leaning towards products

became two ladies, and we’ve now got about 10 of us!

[14] FEBRUARY 2023

www.dealersupport.co.uk

DEALER SUCCESS

SO, WHERE DID THE NAME GO2 ORIGINATE FROM?

LEADERSHIP

I don’t want to be going on a mad mission to grow the business just to sell it

We supply a big law firm in Wardour Street and in 2018 (the year of doom) I was sitting in the room with the financial director when the IT guy walked in and said, ‘Who do you go to for laptops?’ and the

SO, ON THE THEME OF ‘KEEPING IT IN THE DAY’,

FD said, ‘I go to Al’ and then he walked out.

WHAT ARE YOU WORKING ON AT THE MOMENT?

I said, ‘That’s the name!’ So, I went home and said to my son,

We’re currently having a brand new website built, which will go over

‘Knock me up a ‘Go2’ logo please.’ He came up with a few concepts

the top of the webstore and will become a mini shopping centre for

and we went with the one that we’ve got now!

the company. So, I could say to you, ‘Hi Eleanor, I’m going to show you the Go2 business shopping experience,’ and you could log in,

WOW! IT JUST SHOWS THAT SOMETIMES IN

and there will be a dedicated webstore for promotional merchandise,

THOSE MOMENTS, WHEN YOU FEEL LIKE

PPE, workwear, print, stationery, business supplies, office furniture -

GIVING UP, ALL IT TAKES IS THAT ONE LIGHTBULB

and everything in between. It’s all going to be in one neat little place,

MOMENT TO CHANGE EVERYTHING!

and the Go2 platform that you already use will be within that.

Definitely, and it’s been such an exciting journey. We recently won a

The other thing is continuing to focus on diversification. In

BOSS Award for Dealer Excellence, which was an amazing recognition

the summer we went into partnership with an events and waste

of what we’ve achieved and, to be honest, I’m so into my day-to-day stuff

management business after one of our agents said he was looking at a

that I didn’t take stock of how successful we’d actually become.

commercial events management cleaning company to partner with.

I guess that’s also due to my motto which is, ‘Keeping it in the day.’

He wasn’t looking for us, but when I explained to him that Go2 are

One thing I’ve found is that a lot of companies in the industry are always

effectively a solution for procurement and services - and it doesn’t

looking too far back, or too far forward.

actually matter what the goods are, or what the services are - he

For us at Go2, we keep everything in the day. We have a

bought into it. We set up a meeting with Office Power and from that

framework that sits in the background but, ultimately, we keep

we set up all of his suppliers, did the recruitment, and we ended up

everything in the day, so we don’t beat ourselves up for a mistake

doing the commercial waste management for huge events like All

that we made yesterday - we’ll learn from it, but we don’t project into

Points East and Summer Series.

the future and think about things like recession. At the moment the

We did four events in total, which generated about half a million

recession presents a massive opportunity - the companies still around

pounds’ worth of turnover, with a healthy profit margin as well, and

are lean and healthy, and I’d like to think we are too. I’m not saying

we did it all under the Office Power banner. We did such a good job

that we’re immune to recession, because we’re not, but we certainly

that they’ve already re-ordered, so that half a million is going to come

don’t spend all our time talking about it.

in again, and it might be even bigger this year.

www.dealersupport.co.uk FEBRUARY 2023 [15]

LEADERSHIP

DEALER SUCCESS

DO YOU FEEL, NOW YOU’RE DIVERSIFYING TO SUCH

difference is that we’re more dedicated to tailoring it to what you want.

A LARGE EXTENT, THAT YOU’RE MOVING AWAY FROM

You don’t have to buy what they sell; you can buy what you want

THE TRADITIONAL DEFINITION OF A DEALER/RESELLER?

to buy, and we’ll make it happen. You’ll have an account manager that

Yes, but I would say it’s almost the same as what I’ve always done,

really cares, and they’re going to come and see you every quarter, or

which is we’ve got a platform, we’re utilising it to the maximum

every month. You won’t get that from Amazon. So I say we’re like a mini

amount, we’ve got the ability to purchase anything from anywhere, at

dedicated Amazon for business. That’s my elevator pitch, and people get it.

any time, from anyone, and the whole world is open to us in terms of what service we can provide.

Go2 as a brand means that we’re not pigeonholed into any area.

WHAT ARE YOUR LONG-TERM AMBITIONS FOR GO2?

We’re going to keep moving forward, step-by-step, doing what we’re

When I speak to other dealers and they say, ‘Why is Go2 doing so

doing, which means continuing to refine the procurement process,

well?’ I say to them, ‘The first thing is that having the name ‘ABC

partnering-up with successful trade businesses that support what

Stationery Limited’ is not going to help - before you do anything else,

we’re doing, making sure we are visible, making it extremely easy for

change that name and become some sort of brand, and make a big

the client to order from us, scaling the business up - and, when we hit

thing about it. Bang the drum and say, ‘We’re diversifying. Out with

a certain level, ensuring we’ve got the right support staff in place.

the old - in with the new!’

We don’t tie ourselves down, and we’re certainly not like a traditional

At the moment, like I say, we are keeping things in the day; today is a nice day and we’re all happy but, in the future, I think it

dealer other than we’ve got all the same functionality and access, but our

would also be nice to have a business that’s scalable, so that the staff

communication is very different.

who work within the company have the opportunity of acquiring

I say to people, ‘Go2 are effectively Amazon for businesses.’ You can go on and you can get anything you want for your business - the only

shares and have a career path within the business as well.

I don’t want to be going on a mad mission to grow the business just to sell it; I would rather it be an ongoing legacy so that, when I expire, the right people will grow into it and take over, and the

We want the Go2 ship to sail into the sunset, but the destination is genuinely not just my beach

mechanics of the business will be set up so that it happens. I’m quite open about the fact that I want everyone to work together, and that we’re going to do well together. We want the Go2 ship to sail into the sunset, but the destination is genuinely not just my beach.

THAT’S A NICE WAY OF LOOKING AT IT. Yeah, it’s for all our beaches. That’s the plan.

[16] FEBRUARY 2023

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LEADERSHIP

R E C R U I T A N D R E TA I N

Selling the luxury office As the labour market continues to be unpredictable, offices need to appeal to potential and existing employees more than ever before - what should dealers be selling offices to make them more attractive workplaces?

A

n attractive office can

employees to return following the pandemic,

STOCK-UP ON STATIONERY

boost productivity and

including catered meals, commuter benefits

Having a well-stocked and top-quality

help with staff retention

and higher pay; but these incentives can also

stationery cupboard is key to an organised

- but according to a

extend to the office itself – and offering a

and productive office. Having products that

Leesman survey, only

high quality workplace can show employees

work readily available makes it easier for

55% of respondent’s feel that the design

they are valued. “Cheap office accessories

employees to do their jobs. Faulty equipment

of their workplace enables them to work

send out a daily subliminal message; you’re

- like a stapler that doesn’t work, or pens

productively. For John Livingston, director of

not worth it,” says John.

that run out halfway through a meeting - is

sales and marketing at Don Ruffles, an office

The demand for high quality workspaces

counterproductive and can cause interruptions

is like a luxury meal. “Adding salt, herbs and

is growing as hybrid working brings

to an employee’s workflow. “According to the

garlic costs peanuts but massively impacts

increasing numbers of UK employees back

Stoddart review, utilising improvements within

taste, and the same is true when kitting out an

into the office. To meet this demand, dealers

office environments can boost productivity by

office with accessories.”

should consider what products best facilitate

up to 3.5%, which emphases the importance

an attractive office and how they can educate

of investing in the right equipment in your

their customers on the benefits this can bring.

work surroundings,” says Exaclair’s marketing

According to Resume Builder, 88% of companies are offering incentives to get

[18] FEBRUARY 2023

www.dealersupport.co.uk

R E C R U I T A N D R E TA I N

manager, Lawrence Savage.

The demand for luxury stationery increased by a global compound annual growth rate of 9.3% between 2022-2023 according to Lawrence. “This demand has been primarily driven by the emerging trends for personalised and sustainable stationery that we’re experiencing across

A good office design can boost employee productivity by 20%

the industry,” he says. Great stationery can

LEADERSHIP

about providing a luxury lunch every day, employers can start by offering a regular supply of fresh fruit, tea and coffee - and providing a coffee machine with high quality drinks, whilst simple to do, can really help to make employees feel appreciated.

Supplying luxury goods to customers to meet the needs of their increasingly demanding existing and potential employees in the

help to maintain a business’s image and

accessories, businesses are creating high

new wave of hybrid working is imperative

establish its reputation through personalised

quality working environments with

for dealers, and it is up to dealers to ensure

branding, while custom-printed notebooks,

creative and inspirational design - but

their customers are aware of the benefits

pens other related products can boost the

bringing ‘hotelification’ into the office

these workplace adjustments will give their

perception of company professionalism

doesn’t have to be expensive.

companies – such as:

without exhausting their resources.

“Although the initial outlay for

● Productivity: according to Gensler’s

luxury items can seem a tad exuberant

Workplace Performance Index, a good

FANCY FURNITURE

sometimes, in the long run, their quality

office design can boost employee

Another way to invest in staff is with good

and longevity can pay dividends in relation

quality furniture. Comfortable seating prevents

to both maximising budgets and employee

employees from getting distracted throughout

wellbeing,” says Lawrence.

their working day, helping them retain focus

Designing products with a pop of colour,

productivity by 20%. ● R ecruitment and retention: businesses

with appealing office designs, and sufficient flexibility in scheduling, are better at

and achieve better results. Ergonomic office

or providing fresh (or fake!) plants are both

chairs cater to different body shapes with

ways to help make office accessories fun

design that allows for adjustment to make sure

for employees. “Make workers’ experiences

furniture and in-office treats boost

employees are sitting in the correct position to

enjoyable,” John advises. “Let them feel valued

employee wellbeing.

avoid back, shoulder and neck problems, whilst

with everything they touch, see and use.”

height-adjustable desks can help employees to

retaining key staff and recruiting new talent. ● W ellbeing: benefits such as stationery,

To get customers on board, John suggests mixing up your sales strategies. “Try offering

find the best level of comfort while working.

GIVE THEM A TREAT

a special, one-off, price to kit out a new

For John, office furniture is better now than

Employees are, increasingly, going into

employee with quality accessories,” - or, like

ever before. “Manufacturers have invested

the office for incentives such as free

Lawrence, focus on communication. “In

millions in exciting designs and the choice and

breakfasts, lunches, teas, coffees and treats

addition to our B2B product sales training

quality is fantastic.”

and, according to Indeed, almost 38% of

and promotional events, we are enhancing our

employers now offer free refreshments.

product and marketing collateral to support

MAKE IT FUN

Having food and drink in-house can lessen

efficient communications across a variety of

Whilst office spaces must be functional,

the time spent by employees venturing

in-store and online channels.

they can also be fun. The recent trend of

outside to get coffee or lunch, and boost

‘hotelification’ is defined in CBRE’s 2030

employee wellbeing. Surveys have found that

features and benefits in a more effective

Global Outlook Report as ‘a reinvention of

67% of employees who have free food at work

manner that can then be adapted and

the workspace based on inspiration from

class themselves as ‘extremely or very happy’.

conveyed by specific resellers to match their

the hospitality industry’. By using luxury

Whilst you don’t need to worry

“This allows us to highlight product

desired end user.”

www.dealersupport.co.uk FEBRUARY 2023 [19]

LEADERSHIP

DEALER SUCCESS

Thriving in challenging times Taking a grassroots business by the horns and growing it exponentially isn’t easy, but it’s not impossible either, as we learnt from speaking to DAVID FORSYTH, founder and MD at Document Data Group

W

hat did you want to be when you grew up? For David Forsyth, founder and MD at Document Data Group, his dreams were pretty much in line with most young boys.

“At first, I wanted to be a footballer, or a

golfer, or an F1 driver, like everybody else my age.”

However, for David, realising that this wasn’t a feasible method of making his way in the world was a rapid wake-up call. Moving into sales was his first big break; this is where he learned the skills that would eventually see him succeed on his own. Setting up a business is always a daunting prospect but, at the young age of just 28, he decided to go for it.

Although this venture started life as a subsidiary, David bought out the company five years later, and Document Data was born. In the past ten years it has gone from a headcount of just five employees to 36 today, and is still on a growth trajectory.

Growing the business hasn’t always been easy, and David admits to his fair share of mistakes in the past. Central to this was trying to do too much too soon, and steering away from the core business of

[20] FEBRUARY 2023

www.dealersupport.co.uk

DEALER SUCCESS

We’ve put the pedal on the metal and, from that, we’ve found opportunity

LEADERSHIP

SURVIVING COVID Despite describing the pandemic as a ‘seismic rock,’ David says that Document Data has been incredibly stable throughout the crisis.

He puts much of this success down to keeping his cool, avoiding the news and not getting caught up in the social media storm.

Nevertheless, lockdowns did have an effect on the business,

what they are good at. “We have to say, ‘Let’s just take

although maybe not as much as some of his competitors - indeed, he

a step back; what are we really good at?’ - and what we’re

explained that the positive, can-do attitude of his team served to win

really good at is print, IT and document management - with

new business when rival companies were struggling. “We’ve never

software in between - and we are really good. We’ve got a team

had to make anyone redundant; we’ve never had to do anything

built-up for it.”

that way, we’ve put the pedal on the metal and, from that, we’ve

As much as we were all sold on the paperless office

found opportunity. A lot of suppliers were struggling with service

in years gone by, there is still very much a need for

delivery…a lot of people getting really poor service, and we were

print - even now David’s company handles some 65m

picking up business on the back of that.”

prints per year! And that’s not all that Document Data Group handles; it now specialises in software, IT

Putting customers first is at the heart of everything David does in his business, and that’s served him well through the years. His

and document management - diversity in solutions is key as far

mantra is simple. “There are two things you need to do in business

as David’s concerned. “In general, if we get a new client, after the

and that’s make profit and keep your customers happy. Pretty much

initial sale we then talk to them about what else we can do in other

everything else follows those two things.”

areas of their business to add value.”

Sticking to that ethos has brought great results and a rapidly-

This holistic approach has made Document Data more

growing customer base. Despite adding new customers week in, week

than just a print management company. To its clients it has an

out, Document Data retains a huge number of past customers too.

impressive amount of agility to seek out solutions to problems

“We’ve stuck by them, they’ve stuck by us. We offer a good service

business owners didn’t even realise they had.

and we retain over 96% of our customers.”

www.dealersupport.co.uk FEBRUARY 2023 [21]

LEADERSHIP

DEALER SUCCESS

This growth has been augmented through various mergers and acquisitions, particularly in the past couple of years. As a naturalborn salesman, David didn’t wait for these opportunities to come to him; rather, he went out to get them. “I’ve worked hard on the business. We’ve done three acquisitions, one just before lockdown and two last year; it’s a nice way of building up.”

We’re constantly looking at growth, constantly looking at new business

The company is very much focused on IT as a growth area but, despite its rapidly expanding customer base, David has made sure that it still retains that personal touch that keeps clients coming back

LOOKING AHEAD

time and again.

While the worst of COVID is, happily, fading from view, 2023 has brought with it its own set of unique challenges. So far, David has

MANAGING A BROAD MIX OF CLIENTS

weathered supply chain issues fairly well, but he’s clear that there are

Something Document Data does very well is managing an

still obstacles to be tackled, from the war in Ukraine to Brexit to the

incredibly broad range of clients. A brief perusal of the many case

cost of living…but, as is his character, he remains incredibly positive.

studies on his website reveals clients in industries as diverse as

“The agility we’ve got, and that we’ve shown you just need to be

industrial machinery, human resources, housing, banking and

positive and say, ‘Listen, if we’ve got through that last couple of years,

even pre-school nurseries.

then look at what we can do.’”

David sees an ideal client as an experienced business with legacy

Still, David sees plenty of opportunities going into 2023, and is

systems or a fast-growing startup that is yet to think about the back

keen to maximise the value available to his firm. Aside from direct

office. Today, Document Data Group has around 1,500 clients and

sales, David is keen to explore more opportunities in relation to

growing, and David attributes that to the passionate team he has built

acquisitions and selective partners, should they present themselves.

up who are always looking for new opportunities and have a can-do

He also wants to bring in more people, with a focus on promoting

attitude to all the challenges that may come their way.

from within and then getting trainees to back-fill vacant positions.

David’s team keeps abreast of all the industries they are involved

Despite clearly having a lot on his plate, he applauds the work-

with because it makes good business sense to do so. For example,

life balance both he and his management team enjoy. “We’re pretty

a simple legislative change was affecting one of his clients and, by

content, and we’re happy, but we’re constantly looking at growth,

being in the right place at the right time, he was able to source them

constantly looking at new business.

a software solution that took all the pain out of compliance.

[22] FEBRUARY 2023

www.dealersupport.co.uk

“I think, as long as we’re doing that, we’re going to do okay.”

inspiring success

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SALES SUCCESS

E C O M AT T E R S

Sustainable print solutions As customers become increasingly concerned about the sustainability of their print solutions, what services can businesses offer in addition to a high quality and reliable print process?

A

s part of the UK government’s effort to

ECO OR RECYCLED PAPER

meet net zero by 2050, businesses must

Paper fibres can be recycled four or five times in their lifecycle and the

address the environmental impacts of their

process of creating recycled paper uses 31% less energy than the creation of

actions, and implement sustainable measures

virgin fibre paper, and 35,000 fewer litres of water. Or, eco paper alternatives

to support their customers through their net

can include agricultural residues, wild plants and cordage wastes.

zero journeys.

“Businesses carry a huge responsibility for reducing greenhouse

SCANNING

gas emissions,” says Konica Minolta head of indirect sales, Cameron

Incorporating document scanning into workflows can significantly

Mitchell. However, according to Lisa Hainsworth, business

reduce paper usage and waste; digital copies reduce paper

development manager at Static Control, “within the print industry

consumption and save energy by eliminating the financial and

there is a wide range of customers all at different points in their

environmental costs arising from the use of ink and toner. For

sustainability journeys - having a solution that fits all is extremely

businesses choosing documents scanners, it is crucial to choose

challenging.” In light of this, dealers should be considering how to

sustainably-manufactured products and to properly communicate all

offer alternative solutions across the printing process.

their responsible end-of-life recycling practices to customers.

[24] FEBRUARY 2023

www.dealersupport.co.uk

E C O M AT T E R S

MANAGED PRINT SYSTEM Managed print systems offer sustainable solutions for printing processes with larger environmental impacts. They can monitor toner levels to ensure the cartridge is not changed until it needs to be, and provide advice on the most efficient print practice, such as whether or not to use full colour. “This accountability is reportable, and this encourages users not to be wasteful,” Steve

SALES SUCCESS

LOOKING FORWARD

Businesses carry a huge responsibility for reducing greenhouse gas emissions

Clayton, MD, CTS Toner Supplies, says

Cameron believes sustainable print solutions are continuing to develop and improve across the industry. “We will see continued demand to build a circular economy, enabling the reuse and recycling of materials as many times as possible thereby minimising waste and consumption of natural resources. The market will see increased demand to utilise second user devices to meet environmental targets.” However, according to Lisa,

REMANUFACTURED OR BIODEGRADABLE INKCARTRIDGES

sustainable print solutions should already be in place. “With the

For businesses looking to offer sustainable solutions to customers in

that are underway to compensate for additional costs. In the

search of toner and ink cartridges, they can look to remanufactured

majority of cases, it can’t be sustainable to maintain existing plastic

cartridges as an option. According to Steve, their remanufactured inkjet

packaging with the additional costs that will bring. Moving

cartridges are “more environmentally friendly than the single use OEM

forward sustainable print solutions will be an absolute requirement,

versions due to less waste, packaging and their ability to expand the

rather than a nice to have that they are today.”

plastic tax coming in for 2024, companies should already have plans

lifespan of products by re-using the same printhead up to three times.”

But sustainable solutions are not cheap. “The cost of

In the same vein, biodegradable cartridges are a sustainable alternative

sustainability is much higher,” says Lisa, “and whilst it is wanted

which Peter Cowan, group chief operations officer at Data Direct, says

by customers, the majority don’t want to pay extra for it.” One

are continuing to develop. “We have gone way beyond simply cramming

option is, according to Lisa, to “work the additional costs into the

more toner into a cartridge to make it a ‘jumbo’ or similar description. We

pricing of the product so it is not deemed as an additional hike and

now promote a range of biodegradable toner cartridges, for example, and

it already covered.” But for Peter, working with manufacturers to

we will continue to develop this technology with our manufacturers.”

minimise costs is key. “We deal with manufacturers that actually re-work technology so that products delivered to site can achieve

BUILDING A CIRCULAR ECONOMY

much higher yield,” he says. “Offering kits so that dealers can

According to Cameron, “the circular economy is increasingly front and

remanufacture drum and fuser units on site can reduce two-way

centre of many organisations, as sustainability becomes more of a high-

transport costs and related carbon waste.”

level focus for customers and suppliers alike.” Reusing and regenerating

Whilst offering sustainable print solutions that meet customer

materials and products prioritises sustainability and build quality over

demands is essential, communicating the benefits of these solutions

price advantage as the products must be reliable across multiple lifecycles.

is crucial. “Education is the biggest hurdle,” says Steve Weedon, CEO

“One of the benefits of this reliability is additional life, both in

of Printrite. “Resellers need to understand the features and benefits

terms of less frequent replacement of machines on customer sites,

of their products and offer them to their end-user customers to sell

and also a second user opportunity, as devices are refurbished and

value rather than win orders on price alone. We invest in innovation

returned to the marketplace,” said Cameron. But, for Steve, the

and use our patented technologies in our product range to provide

challenges of a circular marketplace lie outside the print process. “Our

the features and benefits that customers need and marketing, social

major challenge that affects us and our partner dealers is the cost and

media and trade advertising with our authorised distributors helps to

infrastructure of collection.”

get the message out and offer training to their salespeople.”

www.dealersupport.co.uk FEBRUARY 2023 [25]

SALES SUCCESS

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THRIVE, DON’T JUST SURVIVE

SALES SUCCESS

Diversifying through mergers and acquisitions Whether to diversify a dealership’s focus or product range is not the question. What we should be asking is, can we buy a business that brings diversification right to our door?

S

hould we diversify?

It’s a question asked

comes with new headaches as well.

Who will manage that new workstream;

might conjur up visions of the playground of bluechips and FTSE 100s, they can be just

on a perennial basis

who has the right skills and, more

as relative to even the smaller dealer when it

in many offices and

importantly, time to do so? Can we justify

comes to achieving diversification. Imagine

boardrooms, as

the capital expenditure to set it up? How will

the office furniture supplier who wants to get

leaders seek new ways

we market to this new stream of customers?

into printing - does it make more sense to

to enhance their company’s bottom line. Diving

These questions are just the tip of the iceberg

invest in machinery, management, workforce

into a new business area can open doors to new

- but there is an easier way.

and training, or to simply buy a company that

customers and new opportunities, but it often

While the phrase ‘mergers and acquisitions’

already specialises in that field?

www.dealersupport.co.uk FEBRUARY 2023 [27]

SALES SUCCESS

THRIVE, DON’T JUST SURVIVE

Sian Haskell, director of marketing at Integra Business Solutions, is enthusiastic about the benefits to dealers of considering M&A as part of their plan. “M&As can play an important part in a diversification strategy, plugging the gaps a dealer has in the market. Adding a specialist, niche business with the right product or service offering and the skillset required to sell it - can be a quick win.”

WHO’S MERGING NOW? When the headlines are screaming about the cost of living, and workers are striking for better pay, thinking about acquiring another business can seem like a fool’s game, but it doesn’t have to be that way. Indeed, the pressures of recession and economic slowdown can serve to make acquisitions even more appealing.

According to MergerMarket, 2021

Adding a specialist, niche business with the right product or service offering - and the skillset required to sell it - can be a quick win

was a year of ‘unprecedented’ M&A deal activity. Last year things settled down into

Nemo Office Club, thinks that, while major

scale, lower operating costs and increased

a more familiar pace, but that doesn’t mean

mergers might not be on the horizon any

revenues are probably the main benefits of

it’s coming to an end. PwC’s annual global

more, there are still opportunities for smaller

a successful merger or acquisition. As the

CEO Survey showed that, despite economic

companies to merge and be merged. “I think

market continues to contract, M&As are

challenges, the M&A market for 2023 is

that era is gone, but a lot of the smaller ones

a quick way to grow a customer base and

looking very promising.

may well sell locally - or give up the ghost at

market share.” That all sounds deliciously

the end of their careers.”

positive and Tim from Nemo is also a fan

Acquisitions are something we’ve seen a good deal of in the industry in recent years.

of the potential beneficial outcomes.“It’s

Consolidation of smaller brands by the

DELIVERING BUSINESS GROWTH

a quick way of increasing the size of your

biggest players in the market has been rife,

Acquiring another business can be a

buying power which, ultimately, translates

not least the notable takeover of troubled

daunting prospect, but dealers shouldn’t be

into getting better deals.”

UK dealer Complete Business Solutions by

shy about exploring the opportunities - Sian

One of the hardest elements of any

EVO at the start of the year.

has a list of the ultimate benefits to dealers

potential M&A deal is settling on a sale

willing to take the plunge, “Economies of

price. Almost every business owner will

Tim Beaumont, managing director at

[28] FEBRUARY 2023

www.dealersupport.co.uk

THRIVE, DON’T JUST SURVIVE

SALES SUCCESS

It’s a quick way of increasing the size of your buying power which, ultimately, translates into getting better deals CAUTIONARY ADVICE

to any deal is the right support and advice,”

Whether a dealer is looking to acquire, or

says Mark

be acquired, dedicating the time to planning

But where to go for that advice?

out the process properly is essential. Sian’s

Dozens of consultants, specialists and other

work with Integra has given her first-hand

experts will happily bite a dealer’s hand off

experience of guiding dealers through M&A

to help them find the right buyer, but is that

activity. “An acquisition or merger should be

always the best option? For a start, these

carefully budgeted and planned for, and not

services don’t come for free, and one has to

consider their company to be worth more

a knee-jerk reaction. A business owner needs

wonder - do they really have the dealer’s best

than it is but, ultimately, it’s what’s on the

to have their house in order before starting

interests at heart?

profit and loss sheet that counts.

the process.”

A good first port of call is the dealer

“Today’s climate is not going to let

Indeed, a business that is well-run,

group. Rarely do dealer groups charge a fee

anyone overprice or overpay for a business,”

clean and efficient will be a more attractive

for bringing a buyer and seller together - after

says Sian. “Both parties have to understand

prospect, and will attract the right buyer for

all, as Tim points out, it’s in their interests

the need to work together to achieve a

the company. Similarly, the business doing

to keep the turn over within the group, and

solution.”

the acquiring should be ready to leverage

to ensure both businesses have a successful

the efficiency benefits of the merger, and

outcome. “If we can get somebody else in the

businesses might be concerned about

Given the current economic climate,

prepared for full integration. “The only

group to buy the company, it’s good for the

freeing-up capital to invest in new ventures

way it works if you’re looking to buy lots of

buying group - so dealer groups will work

but Mark Heath, managing director at Office

companies is to put them all on one system,”

hard to try and find you a suitable partner

Power, believes that money doesn’t have to

advises Tim. “Get rid of the pain points, get

and, of course, we know the dealers very well.”

be seen as a block to doing business.

rid of some of the offices, and then you can

Aside from dealer groups, Tim also

“The assumption is often that cash reverses are required to achieve M&A, but this does not need to be the case - at least,

run the whole operation for less. That’s how

highlights the importance of sticking

you make it work.”

within the industry and making the most of

Finding a buyer doesn’t have to be a

networking events to put the feelers out in

not in all cases. Increasingly, where the

painful process either, particularly when

the early stages.

acquiring dealer can add strength and value

dealers are willing to make the most of the

M&A can seem a formidable rainbow to

to the acquired business, generating cash,

resources they have at their fingertips. “The

chase, but the potential pot of gold at the end

the results can and should be positive.”

opportunities are broad and exciting. Key

makes it worth the effort.

www.dealersupport.co.uk FEBRUARY 2023 [29]

SALES SUCCESS

THE CHANGING WORKPLACE

The home office is here to stay – here’s how to sell it The home office is no longer a temporary workplace, but a permanent one that consumers want to invest in - how can dealers capitalise on this sales opportunity?

S

ince COVID the number

the employees too, with an ONS survey revealing that

of people working

more than three-quarters (78%) of home workers

from home has spiked

say they have an improved work-life balance; other

dramatically; that’s no

widely-reported benefits include fewer distractions,

big surprise, as business

improved wellbeing, and the capacity to get work

owners realise the benefits

completed more quickly.

of allowing employees more flexibility, and grow

with home working, it looks like it’s here to stay.

indeed, productive in the home office. In fact, 50

This presents an opportunity for dealers to sell to a

of the biggest UK employers have said they have

new segment, as Simon Howorth, marketing and

no plans to return all staff to the office full-time in

design manager at DAMS, explains. “We expect the

the near future.

recent growth in the home office furniture market

Working from home is proving to be good for

[30] FEBRUARY 2023

While both employees and employers are happy

increasingly confident that their workforce is,

www.dealersupport.co.uk

to continue to increase throughout 2023.

THE CHANGING WORKPLACE

SALES SUCCESS

“This provides new opportunities for dealers and office furniture specialists to address the needs of home workers, not only with compact, quality, office furniture designed with ergonomics and well-being in mind, but also with helpful advice on how best to create a healthy and productive home working environment, whatever people’s circumstances or space limitations.”

WHAT ARE THE TOP PRODUCTS IN HOME OFFICE THIS YEAR?

People now appreciate the value and importance of an ergonomic office chair to help prevent bad posture and back issues

Those space limitations that Simon alluded to are something home workers are dealing with every

In addition to working well in the space

day. According to a recent survey by Currys, fewer

available, home office products need to cater for

than a third (28%) of home workers work in a

the health and wellbeing of the worker too. Simon

dedicated space. Almost the same number are

says consumers are starting to realise the benefits

working in the living room, with 17% working in

of investment in ergonomic seating. “When people

the bedroom – kitchens, dining rooms, and even a

first started working from home we were selling

bathroom also featured in the responses.

more of our budget office chairs but gradually, over

It’s important that dealers position products

the last two years, people now appreciate the value

for the home office market that don’t necessarily

and importance of an ergonomic office chair to help

look like industrial, functional, equipment.

prevent bad posture and back issues. They are now

Nobody wants the corner of their bedroom or

seeing it as a long-term investment for their health.”

lounge to look like a miniature WeWork; rather,

Jeremy Cooper, marketing manager at Fellowes,

they demand stylish yet functional pieces with

agrees that health and wellbeing remain priorities for

smart storage solutions to keep the clutter at bay.

the home office market, noting that compliance with

Mark Galliano, managing director at Teknik

risk assessment regulations, and other requirements,

Office, says that his company has enjoyed strong

are key. “Hybrid working solutions that help their

performance from the home office segment

employees remain in peak condition, and comply

and highlights that, given the differing nature of

with regulations, have continued to sell well, especially

people’s home office setups, products that are both

ergonomic desk accessories, smaller shredders to meet

functional and good-looking are key. “We are finding

GDPR requirements, monitor arms, sit-stand desks

increasingly that a stand-alone workstation, whilst

and air purifiers.”

fine for many consumers, isn’t enough for all, so

It’s quite the challenge to offer products that

matching associated products like bookcases, filers

work in compact spaces, offer healthy, compliant

and sideboards are also important - some of these

functionality and still look attractive - but there’s

even lean more towards domestic furniture, which

another barrier for many dealers to break down, and

helps them blend into the home.”

that’s all about reaching the buyer.

www.dealersupport.co.uk FEBRUARY 2023 [31]

SALES SUCCESS

THE CHANGING WORKPLACE

GOING FROM A TO B (TO C) One of the biggest challenges for dealers is making the transition from a focus on B2B to selling B2C. Traditionally, these two markets have very much existed in silos, with the B2B dealers having littleto-no visibility with the domestic consumer, and B2C largely existing as high street retailers. Online shopping began to blur these lines some years ago, but the pandemic has seen a rapid acceleration,

It’s really all about content. Get the content right, get found, build reviews and make buying the product easy

as Mark explains, “The pandemic hastened this ‘blending’ - consumers went scrambling for products and subsequently broadened the type of

items delivered flat-packed should be

place they would purchase from. We noticed some

considered minimal.

of our B2B dealers really capitalised on this by successfully pivoting to the domestic consumer at

like to sell to Mrs Smith in Scunthorpe, or Mr

just the right time…to huge success in some cases.”

Jones in Reading, as they feel it’s more trouble than

So how can businesses that traditionally focus

it’s worth,” says Mark. “In reality, these are often

on the business-to-business market begin to reach

business people, and so should be treated as B2B.

the consumer? Dedicating an area of the website

Most will pay up front and put a claim through

to home office products is one of the fastest and

their businesses for the products.”

easiest ways to begin targeting the consumer

There’s no ‘one-size-fits-all’ approach to

market. Jeremy stresses the importance of having

breaking into the B2C market; much will come

an online presence. “It’s really all about content.

down to what suits the individual dealer. The

Get the content right, get found, build reviews and

product range available, resources for marketing

make buying the product easy.”

and, ultimately, the unique goals of the business

Dealers shouldn’t be scared to reach out to

will all influence the manner in which dealers

this demographic - for the most part, these are

choose to reach out to the consumer - but even

business-lite customers, and can be dealt with just

small steps can yield great results.

as easily as the businesses they’ve traded with for

[32] FEBRUARY 2023

“I don’t think traditional commercial dealers

So, making the home office a core part of

years. These are savvy customers, familiar with

your 2023 business plan could open doors to

online shopping, so potential risks of coping with

new opportunities.

www.dealersupport.co.uk

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F A T H E R P. C L I P

Bringing hope, peace and unity to the good brethren of business supplies The good Father reflects on how the warehouse used to be as he recruits for a new one e’ve been advertising for a couple of positions within the company recently, mainly due to some folk retiring, but also because old George decided he wants to work from home, and we found this impossible to accommodate. He is in charge of the warehouse and doesn’t know how to use a computer, so what would he do in the house? It’s a pity in a way because George has been with us since the early thirties and was present when we took delivery of the first electronic calculator, the first fax machine and the first electronic typewriter. The problem is that George was still using these up to the start of the lockdown, when he was forced to stay full-time in the home.

Now, though, it’s time to modernise

W

[34] FEBRUARY 2023

www.dealersupport.co.uk

the warehouse, so we’ve advertised for a dynamic person who can use computer software and is able to lift things. The candidates have been very good so far and our interview process has been polished over the years to find the right person for us. We ask them all sorts of pertinent questions, like how much experience they have had with software and logistics as well as the most important question of all, ‘Can you lift things?’

Some of them start the interview by stating that they won’t be carrying boxes of paper up any stairs, which kind of makes that question redundant, but we usually keep going to see if they are the type who can be organised and manage the warehouse staff properly.

To be honest, they don’t need a lot of managerial experience as there is only one other person in there - making the

tea and sweeping up. Most of the product is couriered nowadays, so we don’t have a clue when it will arrive, or even if it’s the right order, and the warehouse these days is used mainly for furniture and storing products which we have bulk bought over the years for our unsuccessful promotions.

We don’t want to do away with it altogether though – it’s important to have a wander around and marvel at how things used to be when the drivers used to come in and load their lorries full of the early mornings supplies, lots of hustle and bustle and the noise of the old dot matrix printer churning out the day’s orders...

It might not have been modern, or up-to-date, but the customer stood a fair chance of getting their order which is now a distant memory for most of them – and for us.

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LIVE IT

TEABREAK

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Dissolve some Lenor scent boost in warm water and pour the mixture into an old spray bottle and then spray onto your sheets.

Fruit for all Hundreds of fruit trees are being planted to help tackle climate change, say BBC News.

Gloucestershire Orchard Trust has given away 450 trees to individuals and

CAPTION COMPETITION

community orchards, free of charge, to replace ones that have been lost to ash dieback disease in recent years. The trust says that, even though the project is in its first year, it is already fully-subscribed.

The scheme is part of a Woodland Trust rewilding project to encourage wildlife and give people access to fruit. Martin Hayes, from Gloucestershire Orchard Trust, said the minimum number of trees people could apply for was five, but some had asked for 50!

“They’re not just for the obvious things that you see as a result of climate change.

TWEET CAPTIONS TO @DEALERSUPPORT

Animals moving north can shelter under the trees so they’re not in the scorching sun, and humans can use them too,” he said.

Quote of the month The road to success is always under construction.

Lily Tomlin

[36] FEBRUARY 2023

www.dealersupport.co.uk

?

TEABREAK

Did you know?

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Ewe won’t believe the

UP!

trouble Wales’ roaming sheep can land themselves in! RSPCA Cymru inspectors have been called out repeatedly over the past year, with sheep common among the rescues, BBC News has reported. In one, inspectors made bleating noises in order to get a ewe to respond so that they could pinpoint its location after it fell and became stuck in brambles by its fleece. Four days earlier, the animal had tumbled about 20m (65ft), and ended up in a tangle but unhurt.

RSPCA inspectors had to cut through

PUB QUIZ 1. How many permanent teeth does a dog have?

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Bleating heck! THUMBS

bracken for over an hour while making bleating noises to encourage it to call back so they could find it on Conwy’s Mynydd y Dref, also known as Conwy Mountain.

“To our relief she replied,” said Insp Andrew Broadbent. “We kept ‘talking’ to her, getting closer and closer all the time and, eventually, found her sheltering on a little ridge surrounded by thick brambles. After cutting her free, and checking for injuries, we then followed the path we had just come down, both of us part carrying, part pushing her back up the mountain so she could re-join her flock.”

Knock me down with a feather THAT’S BANANAS As reported by Sky News, a frog that travelled more than 4,000 miles on a bunch of bananas was among the RSPCA’s most ‘weird and wonderful’ animal rescues of 2022.

The RSPCA was called in September after a Hispaniolan common tree frog travelled 4,300 miles from the Dominican Republic in the Caribbean to the UK on a bunch of bananas. Iain Holloway, from Tamworth, Staffordshire, said: “We were unpacking the shopping in the kitchen and my wife turned to me and said ‘Look, there’s a frog in the bananas!’ and I said ‘Sorry, there’s a what in the bananas?’” Rescuer Jonny Wood said the frog was in good condition despite the long journey.

www.dealersupport.co.uk

FEBRUARY 2023 [37]

LIVE IT

FINAL WORD

Building better businesses through representation ELISABETE WELLS, regional marketing director at ACCO, discusses the importance of representation for businesses, especially in leadership roles

I

n all functions of our

approach in our industry. There is so

industry—across sales,

much young, bright, female talent coming

marketing, supply chain,

into the business, bringing new ideas that

ops, and finance—there

have the potential for positive change and

is certainly no shortage of

driving growth - but for that to happen,

Elisabete Wells Regional marketing director at ACCO

women. Over the years I have had the pleasure

we need to create more opportunities and

of working with, and forging connections

working environments where those

people to make their valuable voices be heard.

with, many of them - but something strange

insights can be shared.

We must create cultures of communication

happened when I reached director level. As I

and collaboration that empower every member

looked around, I often found myself thinking

of the organisation. We need to encourage

that there were very few of us.

Overall representation in the industry isn’t an issue, but the higher you climb the fewer women you’ll see. Almost 40% of UK FTSE 100 board positions are held by women, placing the UK second

Encourage female teammates to share their ideas, and take time to listen to them

female teammates to share their ideas - and take time to listen to them.

To the women in leadership out there - look around. Be a mentor or a listening ear and help others climb. Create an environment of encouragement and support

in international rankings for board

that helps others reach their full potential.

representation, so why isn’t this trickling

Grab their hands and lift them up because

into our industry quite as quickly?

I have spoken to many women in the

the industry and your businesses will be

As my 18-year-old daughter prepares

industry at various events about their challenges

to head to university, and begin charting

and, most often, there is still mention of feeling

her own path, I have found that my role

unheard or unsure. Many women in office

launch a global women’s network, which I

has changed from ‘mother’ to ‘mentor.’ She

products still struggle to speak up or voice

have been involved in since it began a year

does not need me to remind her to do her

their opinions, wondering if their managers or

ago. Its mission is to empower, develop and

schoolwork or micromanage her time. What

their wider team will listen, meaning that we

support the continued success of our female

she needs most is my advice, my support,

are not realising their full potential and adding

employees. I am very much looking forward

and my encouragement as she carves out her

maximum value to the business.

to putting into practice what I preach, and

place in this world.

What do we do about it? It falls to us,

I realise that we need to take a similar

[38] FEBRUARY 2023

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female leaders at senior levels, to empower our

much better for it.

At ACCO Brands we are about to

supporting my female ACCO colleagues on their journey in the company.

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