Dealer Support March 2023

March 2023

Issue 330

inspiring success in the workplace supplies industry

EMPOWERING DEALERS THROUGH WORKING TOGETHER

SELLING INTO THE EDUCATION MARKET – HOW TO FIND YOUR EDGE

SELLING SUCCESSFULLY IN THE ECOMMERCE ENVIRONMENT

Office Friendly on the benefits of working as a community

How can dealers make the most of this burgeoning market?

Advice from Ben Jarvis at ECI Software Solutions

2023

THE INDUSTRY EVENT FOR ALL UK DEALERS’

DEALER SUPPORT LIVE IS BACK ON APRIL 27TH!

SECURE SECURE ONE ONE OF OF OUR LIMITED OUR LIMITED FREE PRIORITY FREE PRIORITY PLACES PLACES

JOIN US FOR OPPORTUNITIES TO LEARN, LIAISE AND NETWORK

Visit www.dealersupportlive.co.uk to learn more

FROM THE EDITOR

Putting a Spring in your step!

Happy March! It is officially Spring, the daffodils are here, Easter eggs are filling up the shelves and the clocks go forward in a few days’ time meaning the hours of sunlight will only increase from now on. I don’t know about you, but that’s certainly enough to put a spring in my step!

In keeping with the uplifting theme, this issue features three interviews with businesses who have grown, pivoted and succeeded despite the multitude of challenges they have faced in the last few years.

Steve Weedon, CEO of Print-Rite Europe, tells us how his company had to change their whole business model to deal with the impacts of COVID on ways of working and John Green, MD of Commerce Business Systems, describes how he has defied the odds to achieve business growth and success during the tumultuous times we have all experienced over the last three years. We also sit down with Jeanette Bresitz, managing director of Office Friendly, who explains why she believes dealer businesses are stronger when they work together.

As usual, we have a focus on increasing sales and pushing for diversification in dealer businesses, and this month we look at how dealers can diversify their product offering and make the most of the burgeoning education market. We also take a look at how dealers can capitalise on the benefits of effective collaboration in the office by selling products that encourage and support successful collaboration in the workplace. Talking of collaboration, Father P reflects on why in the unpredictable world of office supplies, attending conferences and mingling with your fellow colleagues, competitors and suppliers, and the feeling of camaraderie that brings, is beneficial.

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

March 2023

Issue 330

DEALER SUPPORT MARCH 2023 ISSUE 330

inspiring success in the workplace supplies industry

JEANETTE BRESITZ JOHN GREEN STEVE WEEDON

EMPOWERING DEALERS THROUGH WORKING TOGETHER

SELLING INTO THE EDUCATION MARKET – HOW TO FIND YOUR EDGE

SELLING SUCCESSFULLY IN THE ECOMMERCE ENVIRONMENT

Office Friendly on the benefits of working as a community

How can dealers make the most of this burgeoning market?

Advice from Ben Jarvis at ECI Software Solutions

Ellie Potter Editor

EDITOR ELEANOR POTTER

CREATIVE TEAM Amanda Lancaster

HEAD OF SALES Nick Oleskiw

DIRECTOR Vicki Baloch

hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk firstname@intelligentmedia.co.uk

Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business.

The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988.

Intelligent Media Ltd c/o Soho Works Unit 4.1 The Tea Building 56 Shoreditch High Street London E1 6JJ

Printed in the UK by Micropress Printers Ltd. www.micropress.co.uk

Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk

Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite

Tel: 0203 794 8555 Fax: 0203 794 8554

R E C YC L E D P L AST I C

AN INSPIRING ENVIRONMENT

FOR A GREENER PLANET

featuring products made

Available exclusively from exaclairlimited.com sales@exaclair.co.uk 01553 696600

MARCH 2023

Contents INDUSTRY 06 THE MONTH THAT WAS

The headline news from the industry

08 NEWS EXTRA

How lack of collaboration can cause failure in the workplace

18

09 SELLING SUCCESSFULLY IN THE ECOMMERCE ENVIRONMENT

Advice from Ben Jarvis at ECI Software Solutions

10 ABOUT TURN: REPOSITIONING A BRAND TO COPE WITH COVID

Print-Rite Europe’s CEO Steve Weedon on the changes the business has gone through

LEADERSHIP 14 BEAT THE ‘GREAT RESIGNATION’ 2.0

How to attract and retain the best talent for your business

24

16 WHY SHOULD YOU ATTEND DEALER SUPPORT LIVE 2023?

Join your fellow dealers from around the country for a day of networking and learning!

18 GROWING AGAINST THE GRAIN

How Commerce Business Systems has defied the odds

21 EXPLORING NEW FUTURES WITH PREMIER The paper ranges that are sustainability game-changers

22 EMPOWERING DEALERS THROUGH WORKING TOGETHER

Office Friendly on the benefits of working as a community

SALES SUCCESS

27 “Technically, these guys are all competitors in the marketplace, but they absolutely have each other’s backs, and they’re there to support each other.”

23

26 SELLING INTO THE EDUCATION MARKET – HOW TO FIND YOUR EDGE

How can dealers make the most of this burgeoning market?

30 COLLABORATION IS KEY

The products you should be selling to capitalise on collaborative working

LIVE IT 34 FATHER P. CLIP

The good Father on the importance of conferences and camaraderie

36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FINAL WORD

Recycled vs virgin – or both?

INDUSTRY

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

THE MONTH THAT WAS

Registration for London Stationery Show is live Registration is now officially open

with all the best stationery, arts and

and best brands from across the

for this year’s London Stationery

crafts, paper product and writing

globe, which will be gathered

Show, which is taking place

instrument brands on offer, retailers

under one roof to showcase their

between 16 – 17 May at the

will discover a host of original

hero products and latest offerings.

Business Design Centre. Hosting a

pieces to build an inspiring product

Already confirmed for the spring

curated collection of industry icons

range and attract their buyers.

event are Edding, ExaClair, Jakar

and rising stars, London Stationery

Visitors to this year’s show will

International, Manuscript Brands,

Show is the ultimate place to

have the opportunity to browse

Once Upon A Tuesday, Pentel

source products for next season -

over 150 of the biggest, boldest

and many more.

ASL Group makes new acquisition ASL has announced the acquisition of Sharples Group.

Following the acquisition of B&M Office Machines in

New hardware tools supplier for Nemo Office Club

2020, Sharples extends ASL’s reach in the North West

Dealer group Nemo Office Club used its recent

and further enhances its service for customers.

Kickstart event to launch a new supplier to the

Sharples is the sixth acquisition ASL has completed

market, FP Tools - specialists in hardware tools and

since the investment by Primary Capital Partners in

equipment. The new supplier was introduced to

2019, and continues ASL’s vision to be the largest

members at the networking event in which dealers

independent workplace technology solutions provider

were introduced to new suppliers and product

in the UK.

categories in a well-organised ‘eight-minute speed

“We are delighted to welcome Sharples onboard,” said Duncan Forsyth, CEO of ASL. “They have

dating’ fashion.

“It was fantastic to meet with dealers face-to-

established a fantastic reputation over the past 45

face” explains business development manager, Josh

years for providing exceptional customer relationships.

Beaumont. “We have been working with Nemo

Sharples pride themselves on placing their customers’

Office Club for some time now, using their excellent

needs at the front of their trading practices, which aligns

marketing support to produce the tools to help us

with our core values entirely. It’s our mission to be able

enter what is a new market for us. We are excited

to provide impartial, independent advice for all business

by the partnership, and believe there is an excellent

office requirements, and we look forward to working

opportunity for members to expand their offering and

with their well-established service base in the North

enter new markets themselves.

West and building on its success.”

[06] MARCH 2023

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

Exertis UK appoints Tim Griffin as new CEO Exertis UK has made changes to its senior management structure as part of its ongoing commitment to growth and customer experience. Tim Griffin has taken operational leadership of the Exertis UK business, becoming CEO. In this capacity he will take direct responsibility for the entire Exertis UK retail and B2B operations, and have oversight of other businesses in the UK and Ireland of parent company, DCC Technology.

Tim will lead an ambitious development plan for the business in the UK to drive growth, innovation and market

INDUSTRY

Premier grows in Glasgow Premier has recently expanded their operations in Glasgow, with a move to larger premises; this follows unprecedented growth and success in recent years, allowing for this exciting expansion of Premier’s Scottish hub. The company’s commitment to continuous improvement and development is demonstrated through ongoing investment in improved service capabilities throughout the UK.

leadership. “The size of the opportunity in the UK, both now and in the future, is a major prize and I’m excited to be taking the CEO role leading the evolution of our UK business as we drive it onwards to ever-greater success,” he says.

Durable certified carbon neutral Durable are now a certified carbon-neutral company. To achieve this, they partnered up with ClimatePartner to determine the company’s corporate carbon footprint (CCF).

“As a company, we have a great responsibility towards our customers, partners, employees and the environment. This is why we have taken the first key step by calculating our carbon footprint,” explains Durable’s MD Rolf Schifferens.

The footprint that has been calculated is the cornerstone of a fully comprehensive sustainability strategy. “Our goal is to continuously reduce our current carbon footprint. To achieve this, we have drawn up a list of measures that we are addressing as a priority,” says Schifferens.

Corporate carbon neutrality includes both direct emissions,

“The opening of our new Glasgow site is a positive move for the company,” commented Mike Banks, Premier’s operations director Midlands and North. “This bigger, better and more accessible facility can hold more stock, enabling us to improve our capabilities with a fast, flexible and efficient service to our customers.”

Based in Coatbridge, Premier’s new site is in excess of 20,000 square feet, hosting a generous warehouse unit with over 1,600 pallet locations and 4,000 square feet of warehouse space for bulk-stacked products. Bigger and better than before, Premier’s new Glasgow site also has a dedicated secure yard, comparatively larger than the previous one. “The branch’s ability to hold increased stock will further support our same and next day service offer,” explains Mike.

which are produced by the company itself (e.g. generation of electricity and heat, vehicle fleet and fugitive gases), and indirect emissions, which arise as a result of purchased energy, business travel and employees commuting to work. However, other indirect emissions that are produced outside the company in the manufacturing of raw materials and intermediate products, external logistics, the use and disposal of products, or other processes play

“We have 11 people in the team based at the new site, five of whom are working in logistics. The new location is a secure, pleasant and more modern environment to work in, and easily accessible to the road network.”

no role in the calculation of carbon neutrality.

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

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA Lack of collaboration can cause failure in the workplace Statistics show that 86% of employees and executives say that lack of effective collaboration and communication are the main causes of workplace failure

I

n the modern office, collaboration is

communication and respect. Activities can range from social

king. Collaborative working encourages

events to off-site retreats, where employees can get to know

your employees to work together and

each other better and build stronger relationships.

share their skills and knowledge to

● ENCOURAGE DIVERSITY: encouraging employees from

generate new ideas to achieve your

different backgrounds, experiences and perspectives to

company goals.

work together will generate new ideas, and better solutions

Encouraging collaboration in the office can bring benefits right across the business. It can boost employee engagement helping to motivate your employees and increases productivity,

and promote respect and understanding between team members. ● E STABLISH CLEAR GOALS AND EXPECTATIONS:

retention rates and client satisfaction - and expand the skills

communicating goals and expectations will help you and

of your team by encouraging employees to work together,

your employees work better together to achieve them.

give and share feedback, and streamline the progress of your

● R ECOGNISE AND REWARD COLLABORATION:

projects by enabling lots of people to tackle a problem that one

performance evaluations, bonuses and other incentives

lone person might have taken a week to solve. It can also help

can help to recognise and reward those employees who

to improve employee wellbeing.

are going above and beyond to collaborate, as well as

Collaboration encourages your team to work together and

encouraging teams to collaborate more.

share responsibility and, equally, a lack of collaboration can

● PROVIDE A COLLABORATIVE WORKSPACE: a

translate to uneven workloads which can lead to stress and

workspace designed to facilitate collaboration can

employees feeling disengaged and unappreciated.

encourage employees to work together. Provide meeting

Make sure you’re encouraging collaboration among your workforce - here are eight strategies for boosting a collaborative workplace culture to get you started. ● L EAD BY EXAMPLE: encourage collaboration by working

rooms, breakout areas and other spaces where employees can come together. ● U SE COLLABORATION TOOLS: technology such as

video conferencing, and accessories such as headsets

collaboratively yourself – it’s important to model the

and microphones, can help employees communicate

behaviour you want to see in your employees.

and work together more effectively, especially when they

● F OSTER A POSITIVE WORK CULTURE: employees

are more likely to be collaborative when they feel valued

are working remotely.

Making sure you are creating a collaborative culture

and supported. Try and encourage a positive culture by

is becoming increasingly important; it can impact the

promoting open communication, recognising employees’

productivity, retention and wellbeing of your team.

contributions, and encouraging teamwork. ● C REATE OPPORTUNITIES FOR TEAM BUILDING: team

building can help build trust and encourage employee

[08] MARCH 2023

www.dealersupport.co.uk

Not sure what’s out there to help you get going? Head to page 30, where we take a close look at the best collaborative tools for the new hybrid office environment.

SPONSORED

INDUSTRY

Selling successfully in the ecommerce environment

By BEN JARVIS, product manager at ECI Software Solutions

W

ith the world of

Similarly, the ability to analyse

through to the website to ensure that

commerce moving

shopping basket abandonment rates,

those shopping online receive the same

increasingly

website traffic and other, more

level of great quality service as those

online, those vital,

advanced, analytics can enable a

shopping in-store.

over-the-counter,

business to develop a clear picture of

conversations

what customers are looking for so that,

ADDING A PERSONAL TOUCH

with customers are becoming fewer and

over time, up and cross-sell opportunities

Of course, every brand is different, and the

further between. While some may argue

can be promoted accordingly.

implementation of ecommerce shouldn’t

that this has damaged the loyalty felt

result in brand identity being lost. The

towards brands, there’s no reason why

INTEGRATING ONLINE

ability to customise a website - and easily

a website can’t offer the same level of

AND IN-STORE SALES

amend the products and deals displayed

highly personalised and good quality

With transactions happening faster

- is key to driving a higher volume of sales

service. Here’s how.

online, records can quickly become

and maintaining brand loyalty.

outdated; eventually, these stock

Similarly, when configured correctly,

GATHERING RELIABLE INSIGHT

management inaccuracies can lead to

online self-service options can create a far

To succeed online, real world

replacement stock being ordered too

more streamlined shopping experience for

conversations with customers around

soon or, worse, losing out on sales due

a customer. The ability to access quotes,

current requirements and future demand

to items being out of stock.

view order history and amend the status

need to be replicated.

Specialist technology lets businesses

It’s crucial that all departments

of an order can save a busy customer

are connected via a single business

countless hours of time and stress.

Sound good to you? To find out

track important KPIs, enabling them to

management system; this will ensure that

build a clear picture around their most

the sales team has access to the latest

more about how ECI’s software can

and least popular products - should

inventory data, as well as any potential

help your business, visit https://www.

you notice a sudden spike in demand,

delays that may result in a customer being

ecisolutions.com/

action can be taken to ensure customer

sold a product that isn’t currently in-stock.

en-gb/products/

requirements can be met.

This information should also be fed

horizon/

www.dealersupport.co.uk MARCH 2023 [09]

INDUSTRY

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

About turn: repositioning a brand to cope with COVID What do you do when your entire business model is threatened by the impact of the pandemic? One CEO shares what it takes to turn things around

T

he pandemic shock made many

go to the office, it was

dealers reconsider their ways of

a very thin time for

functioning and doing business. As

everyone concerned.

restrictions relaxed, and the world

We came out of that in 2022, but it soon

opened up, many looked forward to

became very obvious that we needed to become much

returning to business as usual. Steve Weedon, CEO of Print-Rite Europe, was hopeful that 2022 would bring with

more agile.”

Although, as people trickled back to the workplace,

it a return to normality - however, he was disappointed.

Print-Rite was seeing an uptick in business from the

“What’s transpired is that there’s no such thing as going

drought of 2020, it wasn’t back to where it once was. Steve

back to normal, because that normal has gone.”

had a desire to future-proof the business from sudden

While many businesses are coping with the new

shocks like this in the future – and he knew this would be

hybrid ways of working - with people at home some

a challenge. “We ended up changing our whole business

or all of the time, and offices less well-populated - for

model. We’ve come from a direct distribution model which

most, this is just a case of figuring out logistics. For a

we ran for many years with our own warehouses, and our

company like Steve’s, reliant on selling consumables to

own staff, right around Europe.

offices, the impact of this transition has been far greater.

“We closed all that down, and spun it around. We now

“Traditionally, our business has been manufacturing and

have an authorised distributor model, where we authorise

supplying consumables for office-based printing.

distributors in regional territories, regional countries -

“You can imagine, during COVID when people didn’t

[10] MARCH 2023

www.dealersupport.co.uk

sometimes more than one in one country, depending

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

upon the size.”

The move to this model has been a deep and fundamental change for Print-Rite. It has seen new distribution partners brought on board, some offices

INDUSTRY

that tanker in the Channel, and we’re now going in the opposite direction. What we need to do now is to get up some more speed.”

So, looking ahead, Steve’s mission now is to stoke the

closed, and a downsizing of staff. On February 1st 2022

boilers of his ‘ship’ and get things moving. So far, around

Print-Rite announced that it had completed the transition

41 countries have authorised distributors for the Pelikan

of the Pelikan Printer brand to the new model, and that it

brand, but there is still a long way to go. Central and

would cease direct trading.

Eastern Europe, as well as parts of the Americas, remain key

“It’s a bit like stopping a tanker in the English Channel

opportunities where partners are still being sought.

because you realise you’re going the wrong way, you’ve

Operating worldwide comes with its own challenges,

got to turn it round and you’ve got to start going back in

and working well with partners and businesses in different

the opposite direction. That’s what we’ve done, and we’ve

geographical areas requires a deep understanding of their

done it a little bit quicker than we anticipated, but it’s been

pressures and preferences. Depending on the location,

hard work.”

in-person may be preferred to online, terms and conditions may be different, the customers they sell to might change.

“That’s the sort of thing we have a challenge with. We

Above all, it’s a question of helping our customers, who are resellers and dealers, to become much more profitable

have to stop and say one model doesn’t fit all, so what do we need to do to support the reseller, or the authorised distributor, to earn more market share?”

THE CHALLENGE OF SELLING QUALITY Regardless of the change of business model, one challenge that remains ever-present for Print-Rite and the Pelikan brand is that of competing with unbranded products.

LEARNING THROUGH CHANGE

White label resellers are in a race to the bottom to offer the

For Steve and his team the past year has been a huge

cheapest product possible - and that’s not a race that Steve

upheaval, but the end result was worth the stress. As

wants to get into.

custodians of the 185-year-old Pelikan brand, Print-Rite has

“This race to the lowest price with a white box is

delivered better customer satisfaction by bringing the well-

essentially a faceless relationship list sale. Normally, that

demanded products closer to the end-users. However,

customer won’t come back to you again next month, or the

Steve admits that getting this done has involved a steep

month after that, unless you are the lowest price on that day

learning curve.

when he’s looking. That’s not a good business model; I call

“We learned to be more agile and not fixed to decisions even though we made them in previous years, because times have changed. We quickly

it a ‘cul-de-sac business model’ because, once you’re in, there’s no way out.”

This means that, to be successful, the brand has to be

learned to listen; we now listen very acutely to what

sold on more than just price. Print-Rite has harnessed the

our customers are saying. Above all, it’s a question of

power of added value to deliver its sales, focusing on the

helping our customers, who are resellers and dealers,

quality of the product rather than trying to compete

to become much more profitable.

with lower cost sellers. “We have very high quality

“We’ve had some really good success; we’ve turned

product because we have the brand to protect. I can’t

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

INDUSTRY

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

mess around with a 185 year old brand, so it’s all about

ADVICE FOR THE INDUSTRY

quality - we actually call it an OEM quality. We don’t

Steve’s mantra is all about doing the right thing in any

sell by being the cheapest in the market; we sell with a

given situation, innovating when there’s room to do so, and

value add.”

not being afraid to change it up when things aren’t going

For sellers that are always focused on being the

to plan. “Ultimately, you have to do a sanity check and ask

cheapest, securing a sale with quality at the forefront

yourself every Monday morning, ‘Are we doing the right

might seem like a difficult task; difficult, but not

thing?’ and then have another go. It’s a continual effort as

impossible. Now Print-Rite needs to pass on these

you move along.”

skills to a new breed of sellers - its authorised resellers around the world.

Steve has passed on his full belief in the quality of the product, and he is already seeing great results from his resellers. “Often, our sales people working for an authorised distributor come back and say, ‘You know what? The price doesn’t come out until the end now’

There’s no such thing as going back to normal, because that normal has gone

and that’s right, because you’ve sold the value add.

“You’ve sold what this product is. They know a white box is going to be cheaper than the OEM - they know it’s going to be more expensive than a white box that’s currently sold on price.”

For Steve, having the Pelikan brand under his care involves a constant commitment to keeping it alive

A quality product sold at a fair price, especially

and well; wrapped into this is being unafraid to make

when considering all the research and development

a significant change if it means the difference between

that’s gone into it, is a win-win all round. The dealer

thriving or just surviving. “We’ve got the brand, and we

makes a better margin, the salesperson gets a better

need to feed the brand. It’s a bit like a monster sitting in

commission, and the end-user has a superior product

the office and you need to throw it some vanilla sticky buns

he can rely upon. Rather than racing to the bottom of

every now and again, to keep it fed - because if you don’t

the price list, dealers have the opportunity to focus on

it gets lethargic – and maybe even dies. One day it will get

customer retention and exemplary service, kicking the

fed-up of the vanilla sticky buns so you’ll need to throw

whole operation up a notch.

chocolate ones at it!”

[12] MARCH 2023

www.dealersupport.co.uk

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INDUSTRY

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I

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LEADERSHIP

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

Beat the ‘Great Resignation’ 2.0 - tips for recruitment and retention in 2023 The ‘Great Resignation’ shook up the job market in 2021, and it’s not over yet. As we prepare to face the the ‘Great Resignation’ 2.0, we look at what dealers can do to attract and retain the best talent for their businesses

I

n what has become

In the UK, between July and September

by the Office for National Statistics (ONS)

known as the ‘Great

2021, more than 400,000 workers left their

suggests not. It predicts that up to one fifth

Resignation,’ workers

jobs; by December that year vacancies were at

of the UK workforce will look for another

around the world quit

a record high, with some 1.3 million jobs on

job this year. This is echoed by research by

their jobs in droves

the market. While some of these resignations

Unum UK which found that 19% of workers

during and after the pandemic. Driven by a

can be explained as being the result of older

plan to look for a new position in 2023.

realisation that there must be a better way,

people taking early retirement, the number of

and inspired by the freedom felt during

economically inactive people aged 16-to-64

a new impetus to find a better work-life

lockdowns, people began seeking more from

was also at an all-time high.

balance, is heralding a ‘Great Resignation’

their lives – and their employers - than just a monthly salary.

[14] MARCH 2023

That was two years ago; are we out of the dark days of a mass employee exodus? Research

www.dealersupport.co.uk

The rising cost of living, coupled with

2.0 which is predicted to hit hardest in the fourth quarter of this year.

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

RETAINING TALENT

their personal strengths and weaknesses.”

LEADERSHIP

out for progression. Make this clear as early

Keeping hold of the best workers is key to

Rewarding exceptional work remains

any business, regardless of size or shape.

as important today as it has ever been. For

Employee retention has, traditionally,

example, Appreciate Business Services’

focused on salary increments - something

Employee Value Report showed that three

for a company they feel ethically aligned

which might seem out of reach given the

quarters of employees believe businesses

with - but beware; they will see greenwash

tough economic climate right now. However,

which regularly reward staff were more

a mile away. Make your environmental

it seems that salary may not be the top

likely to attract and retain key talent. This

and social governance goals not only

priority for today’s employees.

doesn’t always have to be expensive either;

aspirational, but achievable, and shout about

think job titles, dougnut days and low-key

the good work being done.

The 2023 Net Positive Employee Barometer showed that, although a third

celebrations.

as possible so they can see they can learn and develop in this role.

Walk the walk: employees want to work

Think multi-generational: many retirees

of workers are worried about paying their

Whatever their current job role,

are looking to come back to work on a part

bills, a much greater proportion (69%) are

workers need to see a clear path to

time basis, while Generation Z employees

anxious about the future of the planet and

progression to avoid that ‘dead end’ feeling.

are just establishing themselves in the

society. This suggests that being a socially

Employers can use performance reviews to

workplace. Consider the priorities of the

and environmentally responsible business

identify areas where staff need more help,

various generations you need to manage and

could pay dividends in terms of keeping

and things they are particularly interested in;

keep happy, and align these with the needs

employees happy – and still on your payroll.

give people the opportunity to flourish and

of the business.

“Blame the pandemic, blame Brexit or blame the government, but there has been a

grow, and the business will be rewarded with loyalty and commitment.

Flexibility remains key: consider whether new or different talent could be

significant swing towards employee power

attracted with a part-time or remote offering.

since the pandemic,” says Tim Beaumont,

The fantastic collaboration tools available

managing director of Nemo Office Club, “Attitudes have changed; it is no longer just about the money. Gen Z workers seek flexibility, development opportunities and commitment to wellbeing.”

‘Flexibility’ has become the buzzword

A modern day work package needs to consider the wellbeing impact

of the decade, whether it’s about allowing

today mean that time in the office can be limited or even scrapped entirely.

“The hybrid model certainly looks set to stay - which means geographical location is less important when recruiting,” Tim points out. “For many employees, one relatively long commute a week is preferable

people to work from home for part of the

to travelling everyday. For the right person,

week or being able to consider part-time

ATTRACTING TALENT

the mental and physical relief of not having

working if it suits their lifestyles better. ONS

Given the economic unpredictability in

to travel improves overall time-management

data shows that eight million people are now

the UK right now, employees are looking

and strengthens commitment to the job.”

working part-time, compared with just 5.8

for proven, stable businesses to commit

When preparing to hire new talent,

million in 2018.

to. Today’s successful dealers have come

don’t be afraid to step out of your comfort

Tim believes this shift in expectations – if

through the pandemic in one piece and have

zone - LinkedIn and ‘insert name of

embraced by employers - could unlock greater

a lot to offer. Consider these tips to help you

favourite job board’ are all well and

satisfaction in the workforce. “A modern day

discover what your people need – and are

good, but consider the opportunities

work package needs to consider the wellbeing

hoping for - from their jobs, and lock-in the

yet unexplored. University careers fairs,

impact and whether the job is still nine to five

team your business needs for further growth.

personal referrals, niche-specific social

pm, or if there is flexibility that will enable

Showcase the opportunities: talented

networking groups…an open mind can

employees to manage their own time around

people want to know there is a pathway laid

uncover the best people for the job.

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

LEADERSHIP

DEALER SUPPORT LIVE

2023

SECURE SECURE ONE OF ONELIMITED OF OUR OUR LIMITED FREE FREE PRIORITY PLACES PRIORITY

PLACES

Why should you attend Dealer Support LIVE 2023?

Take a day out from the office and join your fellow dealers and industry colleagues for a day of valuable learning and networking!

NEW YEAR, NEW CHALLENGES, NEW CONTENT

NETWORKING OPPORTUNITIES

● A ll-new seminars – expert-led – addressing the topics most

● Y ou will be able to network with a cohort

pertinent to dealers today. ● M ake it work for you – you choose your own seminars which

allows you to curate your own day and create your own timetable. ● W hether workshop, presentation or panel debate, attendees are

of fellow dealers – in their many different guises – representing the whole spectrum of the industry. ● W e have made sure that there’s plenty

encouraged to engage with both content and speakers – after

of time – over coffee and a delicious hot

all, Dealer Support LIVE is all about active learning.

lunch – to meet and speak with colleagues and peers, continuing the conversation and

LED BY SECTOR EXPERTS ● S peakers include sector-leading specialists, renowned dealers,

forging mutually beneficial relationships. ● M ore exhibitors and supplier partners mean

independent consultants and commercial experts – all with

more opportunities for you to see new product

proven experience in the industry.

solutions, what’s evolving in market and to

● A dealer is a jack of all trades; we invite speakers who can drill

discover and compare what fellow dealers are

down into the pain points and use their expertise to help you

using to streamline their organisations and

skill-up.

improve sales and customer satisfaction.

● Y ou can expect to see some popular, familiar, faces as well as new

faces too!

[16] MARCH 2023

● P lus, stay and continue the talk over post-

conference drinks – always a winner!

www.dealersupport.co.uk

SPONSORED

DON’T JUST TAKE OUR WORD FOR IT One of the things we most pride ourselves on is the fantastic feedback we receive after our events each year. Here are just some of the positive comments we have had following our previous events:

“The exhibitors were of a really high standard.”

LEADERSHIP

Think safe, act safe, be safe – fire safety new regulations are now in force New regulations came into force on 23rd January under article 24 of

“The venue was great; brilliant location and very accessible.”

the Regulatory Reform (Fire Safety) Order 2005 (Fire Safety Order) to implement the recommendations made to government in the Grenfell Tower Inquiry Phase 1 Report which require a change in the law.

“As always, the seminars and workshops were very good.”

WHAT DOES THIS NEW REGULATION MEAN? Those responsible persons of high-rise blocks of flats must provide

“Great networking opportunity.”

information to fire and rescue services so they can adopt and apply an efficient and effective operational response.

BOOK TODAY So, what are you waiting for? As we want as many of you as possible to benefit from a day of learning and networking, we are offering a limited number of FREE and DISCOUNTED tickets! Email hello@dealersupport.co.uk using the subject line ‘I want to come to DS LIVE 20233!’ to express your interest in tickets. *Standard ticket price starts from £45 which includes all seminars, the exhibition, refreshments and a hot lunch.

HOW CAN WE HELP? As an expert in the manufacture of safety signs, we can provide a comprehensive way finding signage project for high rise buildings which helps provide crucial information to residents and firefighting personnel. ● P hotoluminescent signs helps residents find their way out of the

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building, key individual contact details. ● N otice signs or tagging systems help manage any equipment checks

in the building. Identifying when the item was last inspected, and any defects are highlighted. ● F ire door signs help individuals to understand which are fire doors within

a building, the importance of keeping them shut and not to block fire doors. ● Fire safety notices help to provide relevant fire safety instructions

to residents. ● W ayfinding signage provides an easy recognisable route. They provide

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direction helping people find their way easily.

Help guide your customers through what they need with Spectrum Industrial.

To read the full guidance https://www.gov.uk/government/ publications/fire-safety-englandregulations-2022/fact-sheet-overview

www.dealersupport.co.uk MARCH 2023 [17]

LEADERSHIP

DEALER SUCCESS

Growing against the grain JOHN GREEN, MD of Commerce Business Systems, tells us how he has defied the odds to achieve business growth and success during the tumultuous times we have all experienced over the last three years

J

ohn Green has been on quite the journey. After

progressively growing with a couple of small acquisitions in the late

starting in August 2002 as a sole trader, John quickly

2000s, to now having to move to new premises - and taking on next

realised the better option would be to become a

door’s unit as well due to our rapid growth and expansion.”

limited company so on the 20th November 2002

At its core, CBS has always been in the photocopier business,

Commerce Business Systems Ltd was formed.

supplying copiers, scanners and printers - but over the last five years

The last 10 years haven’t always been smooth sailing, but the

it has evolved to include IT support services too. This new offering

transformation John has managed to achieve in the business during

means that a second sales team has been introduced; one sales team

this time is impressive. “We’ve had quite an up and down journey, as

continues to sell the more traditional hardware while the other sells

you do in business. From not having any customers on day one, to

software, cyber-security, document management and more.

[18] MARCH 2023

www.dealersupport.co.uk

DEALER SUCCESS

LEADERSHIP

GROWTH IN CHALLENGING TIMES

A FOCUS ON DIVERSIFICATION

Whilst COVID was a time of struggle for many businesses, for CBS

Possible acquisitions to grow the business aren’t the only thing on

it was a time of growth. John credits this to the mindset he and his

John’s agenda; he has already started to diversify into different sectors

team cultivated during that time, “We have really excelled and grown

to ensure his customer base covers a diverse range of industries. “I

after COVID, and I think that’s because we took the time in 2020 to

think it’s great having a mix. Although we’re massively into the SME

refocus our minds on what we were doing, and what we should be

market, we don’t just do corporate; we’re also quite big in education

doing, going forward.

in the local area, and we service a lot of primary schools in Bradford.

“In 2020 we actually turned over the same amount as the

“It’s so important not to just focus on one particular industry

previous year, which I thought was a tremendous achievement in

- again, that seemed to work during the COVID period where we

such a torrid time. In 2021 we improved our business by 20% and

had sectors like food manufacturing doing more business with us

then, last year, we grew by another 15%. This is all due to the hard

than they did pre-COVID, but then we had the hotel and leisure

work we’ve put in over the last three years.”

industry shut down and not spending with us at all. If we’d been

However, COVID hasn’t been the only challenge that’s presented

solely servicing the leisure industry we’d have been in trouble but, as

itself over the last couple of years - far from it; we’ve had the cost-of-

we service so many sectors, if one industry is having a lull it doesn’t

living crisis, paper shortages and supply chain issues, to name just

impact us as much, as another one might be experiencing a high.”

a few. Just as was the case during the pandemic, these challenges

John emphasises just how important continued evolution and

didn’t put the brakes on John’s drive and determination, they

diversification is, even in tougher economic times when moving

only accelerated them. “If the chips are down, I seem to get more

into new areas may feel like a risk. “Being too slow to diversify could

determined to become more successful.”

see the demise of a company. I remember when colour hit the MFP

This push for growth isn’t slowing down any time soon, as John

marketplace. Some people were scared of selling it and so took a

has big plans for the year ahead. “I’m looking for more growth and

while to add it to their product mix. Really, they should have thought

I’ll be looking at the acquisition trail. We’ve got nothing set in stone

of the benefits of being one of the first people to sell a new product

at the moment, but if anybody out there is considering selling their

and the innovation that shows your customers.

business, we’re very interested in having a conversation with them about how we could help.

“We’ve increased our sales team since the start of the year by another four people, and between internal sales, account management and field sales, we are very determined to grow the

It’s so important not to just focus on one particular industry

customer base for new business.”

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

LEADERSHIP

DEALER SUCCESS

“The same sort of thing is happening now. You see certain dealerships that are only doing what they’ve already done for the last 15-20 years, but they won’t be in this business for much longer because they’ll get left behind. You’ve got to diversify and take on new ideas.

“I speak to every manufacturer about what ideas they’ve got, going forward, or new products and services that we can bolt onto what we’re already doing. We’ll never change what we’re doing in the

We didn’t take what happened three years ago as a negative, we turned it into a positive and pushed forward

sense of the base of our business, but there are other areas which we can really grow with.”

When asked why he thinks CBS won the award, John put it down RECOGNITION OF ACHIEVEMENT

to their push to diversify and resilience in the face of adversity, which

It’s easy get bogged down in the day-to-day operations of running a

resulted in business growth. “The increase in business has been

business and not take the time to reflect on your achievements and

amazing. We didn’t take what happened three years ago as a negative,

the journey you have been on - but something like winning an award

we turned it into a positive and pushed forward.

makes you do just that. After winning an industry award for Reseller

“We’ve increased in head counts, sales, engineering, admin

of the Year, John had a moment to truly take it all in and celebrate his

support and, most importantly, we’ve increased our turnover and

and CBS’ achievements. “I was over the moon - especially as it’s the

profit. I think the judges recognised that we’re not a company that’s

first time I’ve even applied for anything like that. We went to

just going to stand still, and they could see from the percentage

London for the awards night - which was a bit of a trip for us

increases we’ve made that we were probably deserving winners.

Yorkshire boys - but it was great!”

[20] MARCH 2023

www.dealersupport.co.uk

“I can say that now, now I’ve got the trophy in my office!”

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

LEADERSHIP

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

Empowering dealers through working together A not-for-profit, dealer-owned group is proving that working as a community is more dynamic

H

ow would you describe 2022?

“It’s a member-owned

Fair-to-middling? Ups and

organisation and

downs? For one managing director,

everybody has an

there’s no doubt that last year

equal share - if we pay a dividend, it’s paid

marked a happy return to normality.

equally across each of the members, irrespective of

“We had a buoyant year in 2022, coming out of

size. We’ve done everything we possibly can to treat

some of the challenges that we all faced the years

everybody equally.”

prior…2022 got the thumbs up from Office Friendly!”

The diversity of businesses in the Office Friendly

Founded in 1994, Office Friendly’s story began

community is one of its biggest strengths. Having peer-

when a group of independent resellers began to team

to-peer support has proven invaluable to members,

up to secure exclusive trading arrangements. The

but there’s a strong management team behind the

company was formalised as a not-for-profit in 2000 and

organisation too. “We have a very strong board of

today it has around 120 community members.

directors,” says Jeanette. “Each of the board members

It’s an interesting model, one where all members

is a nominated member who own one of our dealer

have a vested interest in the success of the group,

businesses. The board is there to give support and

regardless of their size or niche. “We are a co-operative

advice - they are living and breathing the challenges a

so, irrespective of your size, as a member, you pay the

dealer’s business goes through today - and they’re on

same membership fee on a monthly basis,” explains

the end of the ‘phone, for any of our members or our

Jeanette Bresitz, managing director of Office Friendly.

team, to ask for help.”

[22] MARCH 2023

www.dealersupport.co.uk

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

LEADERSHIP

SHAKING OFF THE PAST Despite its long and prosperous history Office Friendly has evolved to become much more than a buying group. Founded as the ‘Office Friendly Dealer Association’, the brand has carried that name and its connotations through the years - but with all the extra strings to its bow now in place, 2022 brought with it an opportunity to rebrand.

There’s so much more to us - and probably every other dealer group in the UK today - than just negotiating buying terms

“We’ve had this historic ‘OFDA’ flag for so many years but what our organisation was, back when it started, was solely as a buying group for the collective

this would be a short-term blip, it’s now clear that it’s

of members who wanted to achieve buying benefits,”

an issue that’s here to stay.

says Jeanette. “We wanted to try and demonstrate that

Some of the Office Friendly community members are

we’re so much more than that, and a rebrand was the

coping with these challenges by means of operational

perfect way to do it.”

and infrastructure changes to help mitigate some of the

The rebranding isn’t just about attracting new

costs. Jeanette believes that staying close to the client is

or different dealers to the group; it’s also about

the most important thing of all that they can do right now.

showcasing the variety of support available to

“It’s simply about being transparent with your clients,

members. Jeanette noted that, while the negotiation

and helping them understand the cost price challenges

of buying terms is still a key part of what the business

- the reasons and rationale for them, and the fact that

does, there are many more elements of support

these price increases are genuine, and where possible

available today. “We offer extensive marketing support

introduce the client to solutions that aids their business

to members, and a sustainability programme; we can

to be more efficient. Businesses need to be really tight,

help you learn, train, and develop, we are an extension

from a credit control perspective, and keep close to

of our members business.

their clients to understand if those debtor days are

“Our business development team is there to work with you, to help you take your business to the next level - whatever that looks like. Whether it’s about

drifting. What are the reasons for that? Can I help and support, or is there a genuine risk to the business?”

From the Office Friendly side, Jeanette highlights

growth, or finding somebody to pass your business

much success in 2022 for its Weaver sustainability

onto because you want to retire, or everything in

programme and its ‘Pioneer’ learning and development

between - there’s so much more to us - and probably

arm; in 2023 she sees business consultancy as a key lever

every other dealer group in the UK today - than just

to support members, running alongside the general

negotiating buying terms.”

community support available within the group.

“The support we’ve seen being given from one

LOOKING FORWARD

business owner to another throughout the Office

While 2022 was a good year for Office Friendly,

Friendly community is phenomenal. Technically, these

Jeanette is under no illusion that there are still

guys are all competitors in the marketplace, but they

challenges to be faced in 2023. Like many others,

absolutely have each other’s backs, and they’re there to

she’s identified price inflation as a major hurdle to be

support each other. There’s a lot to be said for seeking

overcome, and believes that, as much as many hoped

advice from your peers.”

www.dealersupport.co.uk MARCH 2023 [23]

LEADERSHIP

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

In-house, Office Friendly plans to continue keeping

Firstly, as she said earlier, staying close to clients

the business stable and high-performing. With five

- and not just to keep an eye on whether or not they

years of good performance under its belt, it is starting

are paying their bills. “Keep close - even closer to your

to look at the avenues available to plough profit back

clients than you were before - because other businesses

into the business for the benefit of members and the

will be prospecting them. Make sure you’re present and

supplier community.

that they’re constantly reminded of everything that you

“We’ve already started looking at some creative ideas; some of these have come from our board, and

do for them today.”

Coupled with this is maximising value from

we’ve also asked our members to tell us about some

existing customers, and ensuring your communications

of the things that would really help their businesses - I

are solidly presented to avoid losing business to

can’t say too much on it today, but we’re some way

competitors. “Don’t assume that your customers know

down that path.”

everything about all of the categories that you sell, and

Core to its strategy for 2023 is a continuing focus

all of the services that you offer, because a competitor

on delivering high value services to its members

might use that as an angle to get a foot in the door,

through the variety of programmes on offer. Alongside

when you could have provided that service anyway.”

trade arrangements, sustainability programmes and

Finally, diversification. It’s something of a buzzword

business consultancy, Office Friendly provides support

in the industry at the moment, but Jeanette believes

with M&A, supply chain management and bespoke

there is real value to be had from diversifying in an

marketing; whichever direction a business is moving in,

intelligent way. “What else is there that you can do

Jeanette hopes to be there with a guiding hand.

within your current infrastructure, in your business setup, without having to invest in additional people, additional site, or additional resource? What else

Keep close - even closer to your clients than you were before - because other businesses will be prospecting them

can you offer to your customer? How can you expand or diversify your business to be an even greater trusted supplier to your clients, and to open new doors to prospects?”

As a final piece of advice. Jeanette points out that existing customers shouldn’t be ignored as prospects for different products and services. Some may have contracts in place with other providers simply because,

ADVICE TO THE INDUSTRY

historically, they’ve always dealt with that company.

With such a diverse array of businesses in the

However, given the impact of inflation and other

community, Jeanette and her team are well-placed to

economic factors, that doesn’t mean they won’t be

provide an overview of the challenges facing dealers

open to shopping around.

in today’s market, and to offer advice. She’s the first to

“Try and uncover every stone within your clients’

admit that it can be difficult to present solutions that

businesses as you possibly can - it might help you

will resonate with everyone, all the time, but she shared

understand some of the things you can fit into your

three key areas that she believes could serve most

business that will make them even more reliant upon

dealers well as a focus for 2023.

you, now and in the future.”

[24] MARCH 2023

www.dealersupport.co.uk

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

SALES SUCCESS

THRIVE, DON’T JUST SURVIVE

Selling into the education market – how to find your edge The education sector is continuing to grow, creating opportunities for workplace solution suppliers. How can resellers further diversify their product offering and make the most of this burgeoning market?

T

he education sector is a familiar market to

EMERGING TRENDS

most dealers, but there are new opportunities

Identifying emerging trends in the education market is key for

to capitalise on.The multi-academy trust

dealers looking to diversify. According to Sian, “Art, craft and

sector has clusters of five, ten, even upwards

stationery continue to be key product categories, followed by exercise

of 40 schools sometimes all managed by one

books, facilities, and furniture,” whilst Lawrence Savage, marketing

procurement officer. Couple this with the

manager at Exaclair, is seeing an upward trend in technology to boost

recent government announcement that education is set to receive ‘the

collaboration. “A growing use of technology throughout the industry

largest cash increase for schools in a decade’, and the opportunities in

has acted as a great influencer across several emerging trends within

education supplies have never been better. “As a group, in 2022, we saw

the sector, especially since experiencing the challenging times during

a 55% growth in education sales with our partner, Findel, despite tough

the pandemic.

market conditions,” says Sian Haskell, director of marketing at Integra.

“The gamification approach, which seeks to motivate students

Selling into the education market requires diversification into

by incorporating video game design and gaming elements into the

new and trending product areas and different customer bases, as

learning process, as well as bite-sized nano learning, is amongst the

well as insight into what education procurement managers are

more popular of these trends currently.” For suppliers looking to

looking for from suppliers; this is what will give your business an

identify new products to meet this demand, Lawrence believes the

edge over your competitors.

answer is collaborative tools. “There are driving demands in tools that

[26] MARCH 2023

www.dealersupport.co.uk

THRIVE, DON’T JUST SURVIVE

SALES SUCCESS

also identified the demand for technological solutions. “There are regular developments in technology and digital solutions but we have also recently seen a growing focus on cyber-security and defending against malware and ransomware attacks.”

Outside of the classroom Peter Clayton, sales and marketing director at Centurion Europe Ltd, has identified a trend in signage.

“Schools, like any establishment, need health and safety signage.”

Signage has great possibilities as it can be applied across the school premises, and can be custom designed to meet the needs of each school. “Through our sister company Visual Group we are seeing trends specifically in wall graphics, where they can easily enhance corridors and classrooms with educational messages and school values,” Peter added.

Dealer group Nemo Office Club’s marketing manager, Alan Calder, has spotted a completely new proposition. They recently signed an agreement with a supplier of bike sheds and scooter shelters. “Furniture from an education furniture specialist supplier has won market share,” he says – though he stresses that, “selling furniture into education is different to selling to an office. It needs to be fit-for-purpose - and a dealer recognising these differences, and showing an understanding of the need for increased durability, for example, will have a much better chance of winning business.”

Once into an education establishment, they tend to be reliable payers and loyal customers can facilitate collaborative environments, whether that be remotely or within the classroom - for example, we’ve seen an uptake in product

WHAT TO KEEP IN MIND

categories such as desktop accessories and organisational items.”

It’s not just furniture that must be fit-for-purpose when selling

The rising demand for technology is evident from both the

into the education market. According to Lawrence, “There are

supplier’s point of view and the purchaser’s. Sue Birchall, director of

many similarities between the needs of the educational sector when

business and outreach at The Malling School in Kent, says that they

compared with the business market - but the key for any dealers

are always on the look out for new, more effective, technology to

seeking to capitalise within this area is to ensure that they take a

support their students. “In our school, ICT is heading towards some

comprehensive overview. When considering their recommendations,

of the more forward-thinking technologies and there is a desire to

solutions for teaching and administration staff and students should

provide our students with access to new technologies, such as AI.”

all be incorporated.”

“This is hampered by funding - not just in initial purchasing but

Dealers also need to consider any constraints their customers

also in sustainability and succession planning for hardware.”

may have – especially the big one – the budget. “Schools have limited

Sally Edwards, operations director at The Lancashire

budgets to allocate across the whole school and, each year, different

Association of School Business Managers (LASBM) Alliance Ltd, has

areas will have the focus of the budget,” says Peter. “Keep your focus

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

SALES SUCCESS

THRIVE, DON’T JUST SURVIVE

on the school’s needs, and its problems, so you can offer solutions and be clear and concise on how you can help solve their problems.

Be patient, be helpful; solve their problems and supply their needs.”

There’s a lot to be said for personalising your product offering and building really good relationships with education customers.

Peter suggests that dealers should, “understand the school’s needs and offer solutions without having to ask them what’s going on. Each school is different, so a ‘one-size-fits-all’ sales pitch won’t work.” Alan agrees and stresses the importance of meeting the needs of your customer even after the sale has been completed. “We have members that have been very successful in this area, and the success has come from the personal attention - and a willingness to source anything, deliver when convenient and manage the account with personality.”

WHAT DOES THE MARKET WANT? Dealers need to understand how customers in the education sector think. “Understand the decision-making process,” advises Peter.

“This varies among private schools, academies and council-run establishments.” Lawrence has found that, often, it is sustainability that comes out on top. “Although price and product innovations are important factors for educational customers, the criteria surrounding their decision-making processes are still greatly influenced by sourcing from suppliers who focus on developing ethical and sustainable operations.”

However, Sally – with her school business manager hat on - believes that competitive pricing should be front and centre.

“Suppliers must be professional, deliver what they promise, offer value for money and be competitive. Service is key; you have to know that you can trust them.” Building a great relationship with your customers could be the difference between a sale and a miss. “When suppliers make comparable offers, the deciding factor may be the contact you are dealing with,” says Sally. “You’ve got to feel that they will be responsive if anything goes wrong. It instils confidence when

WE’VE GOT TO STOP MEETING LIKE THIS!

it’s clear that a supplier cares about delivering a good service and that

Before the trust-building process can begin dealers have to grab

they genuinely believe in the product - after all, if they don’t, why

the attention of their potential customers. Sue – speaking from

would anyone else?”

a school perspective - has developed several preferred ways of

Similarly, Sue is also searching for trust in a supplier.

meeting dealers she can potentially do business with. “I like to meet

“When we are looking for suppliers we are looking to create a

suppliers at industry events, and to have a meeting, rather than do

relationship based upon trust on both sides, with elements of

business over the ‘phone. I also look for suppliers through many

negotiation, advice and conversation. When you find a supplier

other avenues, mostly in print and online.” However, when it comes

with whom you can have this trust-based relationship, they quickly

to being approached, she prefers to have existing customers to speak

become a preferred supplier - which is where the conversations

with, to hear real time, real life, experiences of the products, and she

and negotiation come in. Any supplier we work with needs to

definitely favours a solution-focused selling approach. “I think, as

understand that we will always test prices and expect top-notch

far as advertising services go, I would look for good knowledge and

service and ongoing support.”

understanding of how ICT is needed in schools and how we fund our

[28] MARCH 2023

www.dealersupport.co.uk

THRIVE, DON’T JUST SURVIVE

SALES SUCCESS

Suppliers must be professional, deliver what they promise, offer value for money and be competitive price; good product knowledge and advice is as important when it comes to selling educational products, together with excellent customer service, something mainstream educational suppliers don’t do particularly well.”

To put yourself in the best selling position, you must know how to sell yourself as well as your products. “Members can differentiate themselves by clearly promoting their USPs,” says Sian. “These could include stock room management and storage of bulky items, or local community initiatives and sustainability, for example. Local authorities, in general, actively seek a local business that is part of the community.”

This also rings true for Alan. “One of our members, Seated Furniture - known in the industry as Cost Cutters UK - has had great success and become a specialist in educational furniture with professional installations, free site consultation and planning of everything from indoor gym equipment and playgrounds, to libraries and early learning interactive spaces. This reputation, as a specialist with a unique offering, coupled with excellent personal service, has given them a huge advantage over any competitors.”

Suppliers that offer products which align with a customer’s values will have a crucial advantage, and launching a programme or ICT purchases. In ICT, mistakes can be very expensive and visible. It

campaign to connect your business with local customers will help to

is so important to have faith in, not only the supplier, but also what

build relationships and create business opportunities – something

you are purchasing - this is where the trust comes in.”

Nemo Office Club has done very successfully. “Our ‘Keep It Local’

Sally also believes that industry events are a great way for

campaign has proved to be a foot through the door for dealers

suppliers to show off their wares. “At our events suppliers impress

within education; schools want to be at the heart of their

delegates when they clearly communicate their offer, are transparent

communities and the message about supporting local businesses -

about any overlap with competitor products and services, and

which will be employing the parents of many of their students, and

highlight what they do differently.”

providing careers in the future - resonates with them,” explains Alan.

“It’s about building relationships.”

GET SELLING

Diversification is a major buzzword for suppliers that want to

Sian points out that there’s a lot to be said for buying locally. Local

further expand their education customer base and take their sales to

suppliers have the advantage of being able to get to know education

the next level - and, whilst the education sector can be challenging for

customers well, and to really understand their needs. “It’s not all about

dealers to break into, Alan believes that it’s certainly worth the effort.

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

SALES SUCCESS

THE CHANGING WORKPLACE

Collaboration is key Collaboration is vital in the modern office – what are you selling to help your customers make the most of the new hybrid working environment and what could you be selling?

W

orkplace statistics show that 86% of employees and executives cite the lack of effective collaboration and communication as the main cause of workplace

failure. There is currently a high demand for tools to foster effective communication across the office, both digitally and in-person, as hybrid working environments become more commonplace – yet

Savage, marketing manager at Exaclair shared,

Elisabete Wells, regional marketing director at

which has triggered a massive shift in modern

ACCO UK and Ireland, says that there are lots of

work habits that can be seen across several areas

companies out there that haven’t got started yet.

which savvy dealers can sell into.

“Over 60% of workers claim that their companies

[30] MARCH 2023

have not made any significant changes to their

DIGITAL PLATFORMS

workplaces to adapt it to the new ways of working

The pandemic accelerated the need for digital

– they have maintained the same setup that they

communication platforms and many teams are still

had pre-pandemic.”

using them; the average Microsoft Teams user has

Data from a recent survey by Gensler US

increased their weekly meeting time by 252%, and

highlights that 43% of employees seek workplaces

sent 32% more messages each week in February

that promote effective collaboration, Lawrence

2022 than in March 2020. However, businesses are

www.dealersupport.co.uk

THE CHANGING WORKPLACE

SALES SUCCESS

A whole host of hardware and software tools are available for all sizes of remote meetings also enabling more collaborative working via video

ACCESSORIES

conferencing tools, which can facilitate face-to-

To collaborate successfully across digital platforms,

face meetings from anywhere in the world. They

employees also need high-quality accessories. “A

give employees the ability to speak together and

whole host of hardware and software tools are

build relationships and personal connections –

available for all sizes of remote meetings,” says Jeff.

high-quality video and audio enable them to pick

“Individual remote users can use high-spec webcams

up on verbal and non-verbal cues.

- now with HD video and audio so that they look and

“There is a range of video conferencing

sound as great as anyone else on the call - through

systems and technologies on offer for collaborative

to large office deployments with multiple cameras,

working in 2023, for example, tracking cameras

daisy-chained HIFI audio and smart screens for

and audio enhancements,” says Jon Grundy, head

simultaneous video-calling and content-sharing.”

of AV solutions at Exertis. These technologies can

For those working from home, Jon adds that, “staff

help to aid collaboration by making sure everyone

can choose from multiple home working solutions,

is seen and heard. “Cameras can focus on specific

including webcams, headsets and speakerphones.”

speakers, track movement and auto frame the

During calls, headsets allow employees

participants,” adds Jeff May, regional sales director

to participate in digital meetings ‘hands-free’,

at Konftel.

enabling them to make notes and handle

“Intelligent audio focuses on the spoken

documents which makes for a much more

word, rather than background noise; it can

productive meeting as well as blocking out

be expanded to accommodate dozens of people

noise from a busy office or home space, and

in a room, and can be located on the desk, wall or

speakerphones offer high-level sound quality for

ceiling, depending on the room and

better communication and understanding

furniture layout.”

between teams.

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

SALES SUCCESS

THE CHANGING WORKPLACE

Sales of traditional visual communications products - such as whiteboards, notice boards, and easels have grown for the past year Many workplaces are embracing and benefitting

a suitable space. “Many employees may also need

from new technologies but Elisabete says ACCO is

complete privacy to participate in work meetings or

also bringing traditional products up-to-date. “Sales

video calls because a hybrid office model has been

of traditional visual communications products - such

adopted,” Simon points out. “This is where an acoustic

as whiteboards, notice boards, and easels - have

hub comes in. Businesses can put up smaller ‘phone

grown for the past year. While they may seem a bit

booth hubs for single-person use and/or go for multi-

traditional, these tools are effective and versatile, and

person hubs that can accommodate small groups who

everyone knows how to use them!

can then collaborate in private.”

“Post-pandemic, our team at ACCO Brands has developed and launched the next generation of

LOOKING FORWARD

collaboration systems specifically with the new office

Collaborative tools are transforming the ways that

in mind.” So don’t write off old favourites from the

teams work together in so many ways. “Immediate

past; modern movable whiteboards and noticeboards

access to people and information, the sharing of

can be wheeled anywhere in the office to create a

ideas, faster decision-making, training and risk

meeting space or to section off areas for more privacy

management are just some of the real benefits that

in open-plan spaces.

remote collaboration brings,” says Jeff - and they are also helping to offer maximum flexibility for

COLLABORATIVE WORKSPACES

employees. For hybrid teams working across the

For office-based teams the demand for digital

UK, collaboration can be achieved regardless of

platforms is less urgent – but they can benefit from

location, says Jon. “A better work-life balance can be

dedicated workspaces built with collaboration in

accomplished when staff can work from home, and

mind. Simon Howorth, design and marketing

there is the benefit of reduction in travel costs, and

manager at Dams Furniture, knows that there are

carbon, between offices.”

sales opportunities here too. “Meeting booths are

Lawrence is convinced this is a win for both

specifically designed to address modern working

employers and employees. “As well as helping to

practices by offering essential private areas in any busy

improve staff productivity, saving time and resources,

workplace to accommodate working groups with

utilising a variety of these collaborative tools will

exceptional comfort and practicality.”

also contribute towards employee team-building and

As always, making sure you offer products with the customer firmly in mind is key to success.

[32] MARCH 2023

personal wellbeing.”

“Resellers should tap into this huge opportunity

Impromptu meetings are unavoidable, so having a

and use solutions-based selling when offering

space ready for teams to go to is a great way to foster

products to customers looking to upgrade their

productivity, avoiding time wasted in the search for

offices,” says Elisabete.

www.dealersupport.co.uk

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uk manufacturer | full range supplier | delivering service

LIVE IT

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

Bringing hope, peace and unity to the good brethren of business supplies In the unpredictable world of office supplies, Father P reflects on the importance of conferences and camaraderie his week I had a visit from the accountant and the bank on the same day, and it was the perfect storm.

Panic set in days before, even though the business was perfectly healthy, and it felt as if they would both be followed by a team of undertakers and a brass band playing the death march.

Perhaps they had heard on the grapevine that we were laughing too much and decided to launch a pincer movement to calm everyone down to make sure we were miserable again - the way office suppliers are supposed to be. You don’t spend the number of years we have in the office supplies industry without being miserable quite a lot.

Of course, it has its ups and downs.

Today we were miserable about a big customer ordering too many boxes of

T

[34] MARCH 2023

www.dealersupport.co.uk

paper where we made 15p per box, but tomorrow we could be celebrating an order where the goods get to a customer in one delivery on the right day! You just never know what’s round the corner in the crazy world of office supplies, and that’s what makes it so exciting.

Maybe that’s why, whenever there’s an office supplies conference, there is so much laughter and merriment.

All of a sudden we have strength in numbers, and a room full of people like ourselves, so we no longer feel like the

We have strength in numbers, and a room full of people like ourselves

poor relation in the business meeting, selling paperclips whilst everyone else is involved in high stakes finance, property and software. It’s a room full of people who suddenly don’t have a care in the world, where you might find yourself dancing with the competitor who, only last week, stole one of our biggest customers, and hugging the salesman from the big corporate who almost put us out of business twice last year.

It is also a place to congratulate the suppliers who have let us down so much recently because, here, we are all in it together - all for one, and one for all, as we drink and dance ourselves into oblivion.

The suppliers are our new mates.

They make promises we know they can’t keep, but we are more than willing to believe so that we can stay in the mood we haven’t been in since the last conference - or the last drink.

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Contact your local Premier branch or visit www.paper.co.uk for more information and samples.

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www.paper.co.uk

LIVE IT

TEABREAK

LIVE IT Life hack For chemical-free oven cleaning pre-heat your oven to 200c, fill an oven-safe bowl with water, place inside with the door closed and leave for 45 minutes. Allow your oven to cool and wipe away the loosened dirt with a clean cloth. Shelves can be cleaned by dissolving 250g of soda crystals in hot water, soaking the shelves and scrubbing them with a kitchen foil ball.

Delivering dancing lemurs A critically endangered primate, nicknamed ‘the dancing lemur’ because of the way it moves, has been bred for the first time in Europe, BBC News has reported. The creature is a type of lemur called a ‘Coquerel’s sifaka’ and Chester Zoo has declared the birth of the baby as

CAPTION COMPETITION

a ‘landmark moment for the species’.

A representative said the “precious youngster” arrived to parents Beatrice and Elliot 18 months after they were relocated from the US. Curator of mammals Mark Brayshaw said both mother and baby were “doing great”.

The species is only found in the wild in the treetops of north-west Madagascar and has suffered an 80% decline in the last 30 years due to widespread deforestation. They are distinguishable from other lemurs because of the way

TWEET CAPTIONS TO @DEALERSUPPORT

they move, maintaining an upright posture and springing from side-to-side along the floor on their back legs.

Quote of the month Tell me and I forget. Teach me and I remember.

Involve me and I learn. Benjamin Franklin

[36] MARCH 2023

www.dealersupport.co.uk

?

TEABREAK

Did you know?

You probably know that snails are pretty slow creatures, but did you know that they also take the longest naps? One nap can last up to three years!

THUMBS UP!

As reported by BBC News, a sixyear-old boy is climbing the height of Mount Everest to raise money to help children at a local hospice “have holidays”. Oscar Burrow said he wanted to take on the challenge as “it’s the hardest mountain in the world”.

The Lancaster boy had originally decided he wanted to climb the real Mount Everest but his dad Matt helped him come up with a more realistic plan. He is now midway

PUB QUIZ 1. On average, how far away is the moon from the earth in miles?

2. What was the most popular girl’s name in the UK in 2021?

3. What’s longer, a nautical mile or a mile?

4. Saying the name of which dried fruit used to be used to encourage people to smile for a photo in the 1800s, before the word ‘cheese’ became popular?

5. Which country in the world is believed to have the most miles of motorway?

Answers: 1. 384,400 km 2. Olivia 3. Nautical mile (it’s 1.15 miles) 4. Prunes 5. China

Reaching new heights for charity

LIVE IT

through his quest to climb the equivalent height in the UK. “Oscar has always been active. He plays rugby, swims, rides bike - he has this crazy endurance and never-ending energy,” his dad said.

“He had been learning about Sir Edmund Hillary, one of the first men to conquer Mount Everest, in school and decided that he wanted to be the youngest to ever conquer it. I explained to him why this might be a little bit tricky - but I didn’t want to dash his dreams, so we came up with a plan to climb the highest mountains in Great Britain.”

Knock me down with a feather A BLOBBY BLUNDER The buyer of an original Mr Blobby costume - who was set to pay £62,000 for the item - has reportedly backed out of the sale according to Sky News,. An eBay auction for the piece of TV memorabilia, which is more than 25 years old, attracted huge interest and the costume sold for £62,101, but it has now emerged the buyer pulled out of the sale within an hour of placing the large bid. The anonymous seller told the BBC “I thought it would get to a level of £100 perhaps - so I was shocked that it reached the level it did.” The seller has decided to keep hold of the Mr Blobby costume for now.

www.dealersupport.co.uk

MARCH 2023 [37]

LIVE IT

FINAL WORD

Recycled vs virgin – or both?

PAUL SAVILL, product manager for office and digital papers at Antalis, discusses why we should be appreciating the sustainable benefits of both recycled and virgin fibres - not comparing them

T

he debate on recycled

effective life is over - but recycled pulp also

papers versus virgin fibres

has some advantages. When it comes to the

can generate opposing

consumption of energy in paper manufacture,

and strongly-held

the necessary production processes require

views, where one side

fewer resources as paper as a resource is, of

will look to extoll the virtues of one over the

course, biodegradable and will break down

other in a game of eco-one-upmanship. In a

naturally in the soil.

changing market, both sides of the debate may

For recycled paper to be in plentiful supply

Paul Savill Product manager for office and digital papers at Antalis

benefit of carbon capture, these are the many attributes of a well-managed forest.

need to soften their stances to create a more

there must be enough de-inked pulp (DIP) to

In order to support this, and to ensure

singular message - that both types of paper are

meet the demand, and this is where a broader

that consumers know that they are making

environmentally responsible.

lens is required when assessing the respective

sound environmental choices irrespective

Recycled papers are made from ‘post-

merits of the two products. There are some

of the fibre source they choose, there are

consumer waste’, which is a fibre that has been

indications that DIP is in short supply, which

well-established certifications such as the

previously harvested and converted into fine

could strain the availability of recycled papers,

Programme for the Endorsement of Forest

paper; this very statement indicates that it could

and this is where virgin fibre is required to assist

Certification and the Forest Stewardship

not exist without a source of virgin material to

in making up the shortfall.

Council, which are both well-respected and

begin the process.

Sustainable wood fibre procured from well-

clear indications that the product in question

managed forests should be viewed as a crop, in

is sourced from a sustainably-managed forest.

preclude items such as coffee cups and food

the same way a farmer views their fields. The

We are also seeing newer accreditations

containers, as recycled papers require fibre that

timelines are, of course, different; however, the

appearing on ream wrappers, such as

is of suitable quality, and not contaminated in

principle is the same with a cycle of planting,

the EU Ecolabel which guarantees a low

any way. The obvious benefit of recycling is

nurturing and harvesting. During this cycle

environmental impact in paper

minimising the risk of resources being lost to

the forest is preserved, creating sustainable

manufacture and, more recently, the

landfills; recycling allows the fibre to be put

resources for manufacturing and habitats for

‘cradle-to-cradle’ certification which

through this process several times before its

flora and fauna to flourish. In addition to the

assesses products that can contribute to

The grade of fibre needed to do this would

a circular economy by measuring their

Both virgin and recycled fibre sources are well-managed, sustainable, resources that are complimentary to each other, not at odds with each other

impact across several key criteria.

The message to consumers is that both virgin and recycled fibre sources are wellmanaged, sustainable, resources that are complimentary to each other, not at odds with each other; we should not overlook one without appreciating the merits of the other.

[38] MARCH 2023

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