Dealer Support September 2022

September 2022

Issue 324

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M&A ACTIVITY IN THE SECTOR

Changing your mindset to grasp opportunities

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APPRENTICESHIPS AND ATTRACTING YOUNG PEOPLE TO THE SECTOR

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PEOPLE WHO NEED PEOPLE

Getting new talent on board

How to establish and maintain customer relationships in today’s modern world

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FROM THE EDITOR

Strategies, sales, success DEALER SUPPORT SEPTEMBER 2022 ISSUE 324 MIKE ASTBURY ALAN GRAY SIMON DRAKEFORD

Whether you’ve stayed in the UK (where the weather has been surprisingly great) or traveled abroad, we hope you had a fantastic summer! September always feels like a KEEP IT good time to take stock, renew your motivation and think of new strategies after a CONFIDENTIAL summer period which is often disjointed due to holidays. Dealer Support magazine is here to help.

To kick off our September issue we take a look at how mergers and acquisitions up to could be a way forward to help you achieve greater success. We then get some first£80 hand experience from SARATT OFFICE SUPPLIES who have recently completed an acquisition; they tell us all about how they are adopting a ‘can-do’ attitude to help them continue to thrive.

Dealers know how important people are to the success of their businesses - a great business needs great people, which means hiring the best talent available. But is the office supplies sector still stuck with its (alleged) ‘stale and male’ image – or is it able to shake this off and attract younger people to its ranks? We explore five ways that you can attract Gen Z talent to your team. The digital world is something Gen Z know all too well, but do you know the difference between ‘digitisation’ and digitalisation’? If you don’t then you need to head to our article on this where we take a deep dive into digitalisation and business transformation.

Over the past few years businesses of all shapes and sizes have made incredible inroads into a more sustainable future; from plastic-covered products to polystyrene-filled boxes, more of our goods are arriving in biodegradable, recyclable and reusable packaging. With e-commerce predicted to almost double in size over the next three years, are we ready to take things to the next level? Industry experts tell us how they are making sustainable advances in their packaging.

As always, don’t forget to check our website regularly for all the latest news from the sector, and you can chat with us on our Twitter feed and let us know your opinions at @dealersupport.

September 2022

Issue 324

WHEREVER YOU WORK

Make sure you’re promoting our big cashback promotion on the world’s toughest shredders.

CASH BACK

inspiring success

M&A ACTIVITY IN THE SECTOR

Changing your mindset to grasp opportunities

For your FREE marketing toolkit, email Evie on elacey@fellowes.com

APPRENTICESHIPS AND ATTRACTING YOUNG PEOPLE TO THE SECTOR

* Offer valid from 1st September to 31st December 2022, see website for full terms and conditions.

PEOPLE WHO NEED PEOPLE

Getting new talent on board

How to establish and maintain customer relationships in today’s modern world

Dan Parton Acting editor

ACTING EDITOR Dan Parton

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.

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We start by reusing our used plastics The polypropylene and polyester used in the manufacture of filing and organisation products comes from 100% recycled plastic waste.

This means that less plastic is manufactured, resulting in lower CO2 emissions.

THINKING CLEARER. GOING FURTHER.

For more details please visit www.exaclairlimited.com or call 01553 696600

SEPTEMBER 2022

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news from across the sector

08 NEWS EXTRA

Exertis launches Charity Committee with Mental Health UK

10

10 ACQUIRING SUCCESS – COULD MERGERS AND ACQUISITIONS BE A WAY FORWARD?

Opportunities definitely exist for those with the mindset to see them

14 DEALER SUPPORT LIVE

Dealer Support LIVE returns in to the Coventry Building Society Arena on March 16th 2023

DEALER SUCCESS 16 ‘CAN DO’ ATTITUDE DELIVERS VALUE

SARRATT OFFICE SUPPLIES on completing its latest acquisition

LEADERSHIP

16

20 GEN Z STOCKTAKE - FIVE WAYS FOR OFFICE SUPPLIERS TO ATTRACT YOUNGER PEOPLE The importance of attracting young people to ensure the sector’s sustainability

22 DIGITALISATION AND BUSINESS TRANSFORMATION

Do you know the difference between ‘digitisation’ and ‘digitalisation’? You need to

SALES SUCCESS 26 BOXING CLEVER

What innovations are on the packaging horizon?

26 “There are a lot of dealers struggling currently and consolidation in our industry is needed over the next few years”

12

32 PEOPLE WHO NEED PEOPLE

How to establish and maintain customer relationships in today’s modern world

34 PLANNING AND ORGANISING

How can dealers make the most of the popular tools within this sector?

LIVE IT 36 FATHER P. CLIP

The good Father reflects on the warm weather this summer

38 TEABREAK

Take a break with some light-hearted fun

INDUSTRY

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

THE MONTH THAT WAS Konica Minolta has much to celebrate!

Konica Minolta has been included in the FTSE4Good

its determination to help attain a sustainable society

Index Series for 19 consecutive years; in addition, it

and remains committed to developing innovations

has also been named to all of the five responsible

that can promote both the creation of new value

investment (RI) indexes adopted by Japan’s

for the global environment and human society and

Government Pension Investment Fund (GPIF).

the growth of its business. In the wake of the global

These five indexes are the FTSE Blossom Japan

COVID-19 pandemic, the company considered how

Index, the FTSE Blossom Japan Sector Relative Index,

it could contribute to the fight against the pandemic,

the MSCI Japan ESG Select Leaders Index, the MSCI

and has been providing various support and solutions,

Japan Empowering Women Index and the S&P/JPX

leveraging the strengths it has developed in the

Carbon Efficient Index. This is the sixth consecutive

healthcare business and a wide range of other areas.

year for Konica Minolta to be listed on all of these ESG indexes since the GPIF first adopted them.

In its long-term management vision statement for 2030, Imaging to the People, Konica Minolta declares

Office Power bolsters leadership team Dealer software and services company Office Power has

Through these efforts, Konica Minolta is striving to contribute to the Sustainable Development Goals, while facilitating the evolution of the business community and human society.

Beaverswood appoints a new marketing manager

announced that it has added to its executive team with the

Lizzie Allen joins Beaverswood as a senior executive to oversee

appointment of Mark Heath as its new MD.

its brand development and product marketing.

Mark has a proven track record of successfully scaling traditional dealer businesses having founded and spent twenty years at the helm of Bluefish Office Products; he is

Lizzie brings more than six years of experience to the senior management team, joining as marketing manager.

Key responsibilities include marketing planning, new

perfectly positioned to oversee Office Power’s next chapter

product launches, and integrated digital communications for

of growth.

the company’s range of safety, visual communication, and waste

“I am really excited to be joining Office Power in September, and to having a key role in enabling them to further their offering for business supplies dealers, and

management solutions for industrial and office workspace environments.

Lizzie said, “I am very excited about the future potential

take the business to a new level,” Mark said. “I am looking

of the business and look forward to developing ambitious

forward to collaborating with the team on launching new

marketing plans and initiatives to raise the company’s profile and

technology features, enhancing service offerings, diversifying

further strengthen its position in the market.”

product ranges and developing new operating models.”

[06] SEPTEMBER 2022

www.dealersupport.co.uk

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

INDUSTRY

Spicers returns to wholesale supplies market with key senior hire Strategic business supplies specialist OT Group has announced the return of the Spicers brand to the wholesale office supplies market and the recruitment of a new group operations director Since Paragon acquired OT Group and Spicers Ireland in May 2020, a seven-figure sum has been invested into the group and the evolution of its dealer provision, in anticipation of the reintroduction of the 200-year-old Spicers name to the market.

OT Group CEO, Andrew Jones, commented: “We’ve taken a 200-year-old brand and made it fit-for-purpose in a constantlyevolving wholesale market.

“As such, our new model provides a cost-effective, digital-first solution for dealers. As we continue on our journey to become ‘best-in-class’, we pride ourselves on being customer-focused – something which sits at the core of Spicers as we seek to deliver

Kyocera partners with fitness wear brand Keep Attacking Kyocera Document Solutions UK have announced a new sponsorship initiative with fitness wear brand Keep Attacking.

The new partnership aims to promote healthy lifestyles, athletic achievement and mental support.

the right products, at the right price, and at the right time”.

Keep Attacking motivates everybody to reach their fitness goals. The company was founded by former soldier Brian Wood MC, inspired by the adversity he has overcome in his military career and later life. In addition to offering fitness apparel, its mission is to provide a wide range of styles that look good, fit well, perform well and are durable.

Premier acquires lamination film specialists Lamination film specialists Zulu Packaging Limited has been acquired

by Premier Paper Group. Zulu Packaging provides products for a wide range of lamination and packaging film requirements,

Keep Attacking also prides itself in being more than just a fitness clothing brand; it hosts a range of intense, off-road, running events, drawing in fitness enthusiasts and adventure-lovers with a passion for pushing boundaries.

including flexible packaging films for direct food contact, lamination films for carton producers and a stock range of lamination films for commercial print.

Zulu Packaging will now become a specialist division of the Premier group and will be known as Premier Lamination Films.

“I am delighted to welcome Zulu Packaging to Premier,” said Michael Beever, MD. “Lamination films are sold very successfully in many countries across the wider JPP group and we have used this experience and expertise to identify opportunities to further expand our product offer to existing and new customers”.

“With Keep Attacking, we have found a partner with values, ethos, and goals that perfectly align with Kyocera’s,” said Rod Tonna-Barthet, president and CEO at Kyocera Document Solutions UK. “Fitness apparel is just one aspect of Keep Attacking - it’s an attitude and a lifestyle, underpinned by Brian Wood’s story of perseverance and will to succeed.”

www.dealersupport.co.uk SEPTEMBER 2022 [07]

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA Exertis launches Charity Committee with Mental Health UK A target of raising £125,000 has been set for the Exertis Charity Committee’s inaugural year

I

n August, UK

committees to support them in

technology

achieving their strategic goals.

distribution and

“We’re so delighted to announce

“We’re pleased to join Exertis UK to raise awareness of mental health issues facing many people around the globe

service provider

our partnership with Exertis,”

today,” Warren Chaiken, president

Exertis announced

said Hayley Gunn-Bruce, head of

and CEO of Almo Corporation, said.

its new Charity

partnerships at Mental Health UK.

“Exertis Almo will be raising funds for

Committee, in partnership with Mental

“People need support for their mental

the American Foundation for Suicide

Health UK, a charity that brings together

health now more than ever. At Mental

Prevention; many of our employees have

the heritage and experience of four

Health UK, we are so excited to work

volunteered their time and charitable

charities from across the country which

with businesses like Exertis who are

giving with this organisation.”

has been supporting people with their

passionate about supporting our

mental health for nearly 50 years.

vital work and who want to be part of

Exertis UK, is a strong supporter of the

creating real lasting change. We won’t

new Charity Committee. “The statistics

have been impacted by mental health

stop until everyone has the tools they

surrounding mental health in the UK

issues; the Exertis Charity Committee

need to live their best possible life and

show that many of us will struggle with

feels that partnering with Mental Health

we know this partnership, through the

our mental health at some point in our

UK will allow it to make a significant

amazing fundraising efforts of Exertis

lives. Sadly, not everyone seeks help and

impact in supporting those affected.

colleagues, will help that happen. We

this can lead to terrible consequences.

cannot wait to begin.”

We want to support our people’s mental

Many people around the country

The Exertis Charity Committee strives to tap into the goodwill of its people

To celebrate the launch of the

Paul Bryan, managing director of

health and we are committed to helping

across the organisation to be charitable,

Exertis Charity Committee the company

giving purpose to the community spirit

has launched ‘Ride to Exertis Almo’ – an

of the company. Four key principles

initiative where staff will amass distance

Mental Health First Aiders and also

underpin everything the committee does:

by peddling on bikes to reach a goal of

access to other Employee Assistance

● t o

1,750 miles, which is the equivalent of

Programmes, but partnering with Mental

halfway between Exertis UK and Exertis

Health UK will help elevate this important

Almo’s Philadelphia headquarters.

topic – not just for Exertis, but to all those

create formal channels to be

charitable; ● t o

foster a deeper sense of belonging

for Exertis’ people; ● t o

have a positive impact on

communities; and ● t o

make a difference.

The committee is split into two

Simultaneously, staff at Exertis Almo

where we can in society.

“Of course, we have our fantastic

who require mental health support.

in America will also be accumulating

“This is a problem which needs

1,750 miles in the same way and will

talking about, and the taboo needs to

be raising money for the American

be broken down. We’re thrilled to be

Foundation for Suicide Prevention to

working with Mental Health UK and

broad categories – fundraising

raise awareness of the importance of

raising money for a charity which does

and volunteering – each with sub-

mental health in their community.

such awesome work.”

[08] SEPTEMBER 2022

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INDUSTRY

MERGERS AND ACQUISITIONS

Acquiring success – could mergers and acquisitions be a way forward?

Trends in mergers and acquisitions have fluctuated, given current and past global events – but opportunities definitely exist for those with the mindset to see them, and grab them

O

ffice supplies businesses have

with many other sectors, found themselves in potentially

undergone harder times than most

desperate times. The traditional pattern of M and A now

during the pandemic as their customer

looks very different.

base dwindled. Moreover, unlike many other businesses, the return to the

NICK MUNTON, MANAGING DIRECTOR,

office has been slow, and some forecasts predict that it will

NICK MUNTON, DEOS GROUPMANAGING DIRECTOR, DEOS GROUP

never return to pre-COVID levels.

It gives meme nono pleasure to to saysay that I think wewe willwill It gives pleasure that I think

While the government did provide loans to struggling

undoubtedly seesee casualties this year.

While thethe undoubtedly casualties this year.

While

businesses, and the resulting expectations of economic

acquisitions market might bebe a way outout forfor some – it acquisitions market might a way some

bounce-back post-COVID were quite positive, recent

is certainly buoyant at the at moment with talks some – it is certainly buoyant the moment with- talks

global events have cast a slightly different view on things.

people are, understandably, still hoping tohoping attract to the - some people are, understandably, still

In 2021 forecasts relating to mergers and acquisitions

kind of exit theyprice sawthat theirthey business valued attract theprice kindthat of exit saw their

were driven by a set of stimuli that very quickly became

at business pre-COVID and, at clearly, those values are nothose longer valued pre-COVID and, clearly,

redundant. J.P. Morgan forecasted that M and A deals

achievable fornomany. values are longer achievable for many.

would be driven by economic changes due primarily to the end of the pandemic and the promise of more political

HOW AND WHY MERGERS AND

stability. In the UK, Boris Johnson was still riding high

ACQUISITIONS HAPPEN

(how quickly a little ‘office partying’ brought about such

Mergers, typically, occur when one business purchases

seismic political changes and public perception). The sky

another by buying an agreed level of stock in exchange

high inflation due to Putin’s’ invasion of Ukraine combined

for its own stock; an acquisition is different in that one

to create a perfect storm and M and A forecasts were

business acquires another. It does not usually change its

turned on their heads, as office supply businesses, along

management but may possibly add to it. This activity is

[10] SEPTEMBER 2022

www.dealersupport.co.uk

MERGERS AND ACQUISITIONS

INDUSTRY

often driven by a successful company wanting to accelerate

high levels of M and A interest and activity, some observers

beyond the sphere of normal organic growth, or a business

may assume this is merely a continuation of the buoyant

that has not traded too well but still shows promise. A

mood of 2021. The reality may be that even the most

new cash injection for company stock often benefits

cock-eyed optimist will see that the underlying reasons

both parties. There will currently be healthy office supply

for a potential increase in M and A lies in a number of -

and office equipment manufacturers out there sensing

potentially horrific - situations lining up in front of us.

opportunities for fast growth through the acquisition of others that have not ridden the storm too well.

So where does this leave businesses in the sector? Will there will be more M and A activity than is ‘usual’ moving forward? Astute professionals will be looking at the current

ANDY EFSTATHIOU, MD OF QUILLS

and impending economic situation, making assessments

ANDY EFSTATHIOU, MD OF QUILLS We purchased the customer base of Control

as to just how high interest rates may rise, how long

WeOffice purchased theand customer base of Office Supplies transferred theControl staff across

inflation will take to get under control (difficult due to the

Supplies and transferred the staff across under TUPE under TUPE regulations.

It’s quite a smooth

main influence being global, not local) and when the best

regulations.

It’s quite a smooth process we’ve process which we’ve got pretty goodwhich at after a

times for acquisitions are. Some may be influenced by a

gotnumber pretty of good at after a number of acquisitions.” acquisitions.”

business putting out subtle distress calls for help while others may be proactively looking for a buyer after having

Mergers and acquisitions activity can be an indication,

had too much stress over the last few years to fight on.

or result, of several economic stimuli which may be misinterpreted by the inexperienced or less well-informed.

MIKE ASTBURY, OFFICE BRIDGE

For example, in 2021, first quarter M and A completions

“We have known the owner of Grace Office Supplies

surged globally, which was mostly attributed to confidence

for many years, and always had a good relationship

returning to a battered and still bruised global economy.

with him. We said, ‘When you are looking to sell, get in

Should 2022 UK quarters three and four demonstrate

touch,’ and he did.

www.dealersupport.co.uk SEPTEMBER 2022 [11]

INDUSTRY

MERGERS AND ACQUISITIONS

MAXIMISING M AND A OPPORTUNITIES

HOW DO THINGS LOOK, MOVING FORWARD?

If a dealer is looking to sell part or all of his business, how

So, what is the M and A mood, moving forward? There

do they get the very best deal? Accountancy practices

are two key drivers here; necessity and opportunity. A

need to be in tight order as it will be difficult for a potential

business can become so badly damaged for reasons

buyer to want to even look at a company that only has

beyond its control that the only options are to close the

historic accounts data. Most accountants know how to

company or sell it. Selling is often the preferred option

present the latest figures to look as promising as possible

as a business can then be given a new lease of life

to a buyer.

from a cash injection and a new set of eyes overseeing

However, there are other things a business owner

opportunities. Stock may be easier to acquire at more

can do to create the right impression and show positivity.

competitive discounts achieved through higher volume,

From sprucing up the premises and motivating the staff

and there may be exposure to new customers.

to generally creating a feelgood factor - which most often

On the flip side, opportunities arise for those

comes from the MD - a potential buyer will feel the spirit

businesses in a position to accelerate growth. Finding

and mood and, hopefully, see potential beyond the current

a business with the right synergy, strategy and

order books. We all know that a business is its people,

outlook can be challenging but, often, it is recognised

making them a huge asset in any merger or acquisition.

immediately when found.

Conversely, a company looking to buy or merge will have to undertake due diligence to ensure the company

ANDY ANDY EFSTATHIOU, EFSTATHIOU, MD MD OFOF QUILLS QUILLS

of interest is everything that it claims to be. Often, if a

“We “We have have a ‘playbook’ a ‘playbook’ onon how how to to make make it aitsuccess. a

company is being sold, it’s not merely due to the simple

There success. are aThere lot ofare dealers a lot struggling of dealers currently strugglingand

retirement of the owner or perceived cash flow; if a

consolidation currently and in consolidation our industry isinneeded our industry over the is next

business is struggling, there is a reason, and this needs

few needed years; over we are theone next offew those years; companies we are that one of are

to be established. Poor reputation, poor service, poor

primed thoseto companies provide an that exit are forprimed some of to these provide dealers.” an

products - there are often bigger fixes than simply having

exit for some of these dealers.”

to increase margins or sales volumes.

Let’s not forget that M and A can create wealth for MIKE ASTBURY, OFFICE BRIDGE MIKE ASTBURY, OFFICE BRIDGE

both parties. The current and worsening economic

“We areare looking atat small, “We looking small,typically typicallyone oneorortwo-man two-man

situation may mean that much M and A activity is

man, operations.

AA lotlot ofofpeople man, operations. peopleare arecoming comingup upto to

forced, but there remain opportunities for buyers

retirement age and looking retirement age and lookingfor forananexit exitstrategy strategyso, so,

and sellers that are astute in their selections of

hopefully, wewe can dodo something hopefully, can somethingwith withthem.” them.”

partners and are open-minded enough to see the opportunities in front of them.

[12] SEPTEMBER 2022

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Thursday 24 November 2022 Kimpton Clocktower Hotel, Manchester Enter Today! bossawards.co.uk

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INDUSTRY

DEALER SUPPORT LIVE 2023

2023

WE’RE BACK!

Dealer Support LIVE returns in to the Coventry Building Society Arena on March 16th 2023 – and plans are well underway to make it everything the dealer community has asked for

F

ollowing on from the success of previous years, Dealer Support LIVE seeks to create an interactive experience that brings the magazine to life. It’s an event specifically designed for independent dealers, aiming

to provide clarity and practical advice for you to take back to your business. It’s all about providing tangible, relevant information which will really make a difference.

This year boasts more opportunities to learn, a broader spectrum of exhibitors, and an opportunity to network with peers, along with the popular Q&A session for delegates to get involved with. We’ll be running a selection of seminars – chosen by you, our readers, via a survey we will run later this year. The details are being steadily updated at www.dealersupportlive. co.uk as speakers and content are confirmed.

Why join us?

A FOCUS ON DIVERSIFICATION Our most recent survey highlighted the need for dealers to diversify in the face of an uncertain future. Our aim is to ensure that delegates feel fully-prepared for any and all changes which may occur, politically and economically, that affect their businesses. A focus on diversification and change will address this head on.

[14] SEPTEMBER 2022

www.dealersupport.co.uk

DEALER SUPPORT LIVE 2023

INDUSTRY

DISCOVERING NEW VERTICALS

learn from, a broad range of supplier partners, and gives you the

Diversification often involves finding new avenues of business.

chance to have a really good look at what’s new in their sectors.

This is an ongoing and vital process and, this year, we focus on areas into which dealers can successfully diversify and supporting

NETWORKING

them with the best ways to approach these different sectors.

No-one knows the benefits and challenges of running a reseller business better than those who do it. Dealer Support

THE IMPORTANCE OF BUSINESS GROWTH

LIVE is a fantastic opportunity to network with other business

This year we boast a number of sessions that really focus on

leaders in the sector, sharing experiences and solutions, and

how to drive and grow business. We want delegates to leave

forging long-lasting, professional relationships which benefit

feeling more informed, and more skilled, in areas of business

delegates and their businesses for years to come.

growth and development.

In addition to networking opportunities throughout the event, we’ll be hosting a drinks reception at the end of the

OPEN Q&A

day for all delegates - as well as a delicious hot lunch and

Back by popular demand, our panel of key industry faces will

ongoing refreshments throughout the day, for exhibitors,

debate and deliberate around the burning questions and the

speakers and suppliers to enjoy together.

hot topics of the moment within our industry.

INFORMATION TO GO EXHIBITION

Dealer Support LIVE offers insights and solutions that delegates

The most buzzing part of Dealer Support LIVE is always the

can take back and apply to their businesses straight away. So,

exhibition. It offers delegates an opportunity to chat to, and

why wait – flag your interest or book your ticket ASAP!

TICKET INFORMATION To simplify the process – and to

dealersupportlive.co.uk

make it easy for as many dealers

Those booking early will grab

● A guaranteed place at the Q&A

panel debate.

to attend as possible – advanced

PRIORITY tickets, which include:

*Terms and conditions apply, and will

tickets for this year’s event are FREE*!

● Priority

access to seminar bookings.

be made available at time of booking.

All tickets include attendance at all

●

seminars and talks, exhibition, lunch

drinks at the end of the day (which has

also apply. Contact vicki.baloch@

and refreshments. Get yours at www.

limited capacity).

intelligentmedia.co.uk for the full Ts&Cs.

Priority booking for our networking

Late cancellation and no-show fees

www.dealersupport.co.uk SEPTEMBER 2022 [15]

DEALER SUCCESS

S A R R AT T O F F I C E S U P P L I E S

’Can do’ attitude delivers value SARRATT OFFICE SUPPLIES has just completed its latest acquisition, and the extended business is ready to thrive as it embodies its founder’s ‘can-do’ attitude

S

arratt Offices Supplies has

The latest acquisition, the fifth for Sarratt,

come a long way since Alan

Manton Commercial, was completed on August

Gray started the business in

1, and will add about 60% to the Sarratt turnover,

his garage 29 years ago. Alan

according to Alan, making it the biggest deal the

was warned at the time that

company has undertaken - and it was a deal long

office supplies could be a tough business but, having

in the making. Alan had discussed the potential

come from the construction industry, he wasn’t fazed

for a deal with Peter Herring at Manton before

by this. He brought with him an ethic of hard work

the pandemic, but once COVID-19 hit they

and this, along with some strategic acquisitions along

both focused more on ensuring their respective

the way, has seen the business thrive.

businesses stayed afloat. “Then Peter ‘phoned me

[16] SEPTEMBER 2022

www.dealersupport.co.uk

S A R R AT T O F F I C E S U P P L I E S

earlier this year and asked if I was ready for a chat about a deal. I said I was, and we went from there,” says Alan.

He is confident that the acquisition will be a success. Manton had a diverse range of customers with differing needs, which is no problem for Sarratt, which has always

DEALER SUCCESS

‘CAN DO’ ATTITUDE

We make sure we maintain our margin, and it’s as good as it’s ever been

offered a wide range of products and services,

Alan also brings a positive, ‘can-do’, attitude with him, addressing a pet hate of his. “Often, with a contractor, when you talk about a job you want doing, the first question is ‘When do you want it done?’ which says to me ‘Don’t expect it any time soon.’ There is always that negative

from sticky notes to office refurbishments.

with furniture, which requires a high level

undertone that I don’t like. I prefer to think

In addition, Alan expects to make efficiency

of service, we put a healthy markup on and

‘Let’s find out what you need and then try

improvements in purchasing, being able to

stick to it.”

to work around you; you are the customer’.

buy in greater bulk from manufacturers and wholesalers, and improving margins that way.

However, this is only part of the reason

Likewise, when I work with contractors, I

why Sarratt is thriving. “If you don’t stay

work with companies and individuals that

close to your customers - and talk to them

can operate promptly and efficiently..”

MARGINS

so that you know what they are doing - it

Good margins are part of the reason why

is going to be difficult,” says Alan. “That

CLOSE TO THE GROUND

Sarratt – named after the picturesque

personal contact that is so crucial.” Trust is

Alan also keeps a tight rein on the financial

Hertfordshire village near Rickmansworth –

also crucial, Alan adds. Delivering a reliable

side of the business. Profits are reinvested;

could take on such a large acquisition when

service for day-to-day office supplies means

he makes a point of not having an overdraft

many other dealers in the sector would not

that when a customer plans a larger project,

and keeps a close eye on the financials,

be able to. “We make sure we maintain our

such as a refurbishment, the trust with

checking everything that comes in and goes

margin, and it’s as good as it’s ever been. Yes,

Sarratt is already there, making it that much

out. “I like doing the finance,” he says. “I

we buy from the right areas but, for example,

easier to win the business.

also like haggling with buyers and going out

www.dealersupport.co.uk SEPTEMBER 2022 [17]

DEALER SUCCESS

S A R R AT T O F F I C E S U P P L I E S

and doing sales and seeing what customers

basically; that is key. We say ‘I think we can

are saying and doing. If we win an account

help you – what do you need? When do you

and get an order, there is nothing better.”

need it, where does it have to go to?’ It is this

Alan also has a tried-and-trusted

openness and positivity that I aim to have

method when it comes to acquisitions. “I like

as our culture. We’ll also be honest and tell

to pay an amount up front and include an

customers if a delivery isn’t arriving as soon

earn-out. I try to do this quite quickly, over

as we know, and what the reason is. It is

a maximum about eight or nine months, as I

better to be honest and then see what we can

want the previous owner to get their money

do to accommodate that customer.”

as soon as possible.

I work with companies and individuals that can operate quickly wouldn’t work for us.”

But the business is still pushing

DELIVERING VALUE

forward - for instance, Alan recently

case some of the business’ clients decide

“The earn-out is a safeguard, just in

At the moment Alan is concentrating on

added his first electric van to the fleet, as

they don’t want to change, and exit,” he

ensuring that the acquisition of Manton

he seeks to reduce costs and the business’

explains. “We want to be careful, so I base

delivers the value he wants it to; he isn’t

carbon footprint. He is also exploring

the earn-out on a percentage of their gross

looking for any more purchases in the

new areas that the company can sell into

profit; this way there is transparency in

immediate future. “I have no desire to

– Sarratt is making increasing inroads

what money is being made.”

expand geographically; we are comfortable

into the film and TV market, for instance,

The earn-out also helps to smooth the

where we are,” he says. “I have never felt that

providing services to nearby Warner Bros

transition and ensure that each acquisition

‘big is beautiful’ – acquiring a dozen dealers

and Pinewood Studios, among others.

has helped Sarratt to grow - although a large

is not us. A local offering is important, and I

“I am really proud of what the team

part of that is Alan and his team ensuring

like it; all our clients are within half an hour

here do and we are bigger and stronger

that customers moving over to the business

of our offices. Having clients in outlying

than ever - and ready to deliver more value

are kept happy. “We try to never say ‘No’,

places that we can’t manage or reach easily

to customers.”

[18] SEPTEMBER 2022

www.dealersupport.co.uk

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LEADERSHIP

AT T R A C T I N G T H E G E N Z G E N E R AT I O N

Gen Z stocktake - five ways for office suppliers to attract younger people Is the office supplies sector stuck with its (alleged) ‘stale and male’ image – or is it able to shake this off and attract younger people to its ranks? he office supplies sector

Z. In England alone, 3.47 million of this

for employers that live and breathe values

is often characterised as

tech savvy generation aged 20 – 24, has now

that align with their own. This does not

being populated by the

entered into the ‘world of work’ and they

necessarily mean lots of team socials, table

older generation and,

offer a myriad of benefits to any workforce

tennis in the office and free food but

more specifically, older

– but can you attract the right fit for your

rather that their ideal employer

men. For it to thrive in the future, it has been

dealership? In this article, we take a look at

prioritises their welfare.

suggested that it needs to engage with, and

how to do that with five simple steps.

T

recruit, more young people, especially college and university leavers; how can the sector – and individual dealers – do this effectively?

More than one-third of the world’s

1

population count themselves as part of Gen

[20] SEPTEMBER 2022

www.dealersupport.co.uk

Benefits geared towards a good work-life balance - including flexible hours (37%), paid

INVEST IN THE RIGHT

holiday time (34%) and paid sick leave (32%)

SORT OF WORK CULTURE

are all particularly attractive selling points.

A survey by YouGov revealed that 39% of

Just 15% were motivated by ‘perks’ such as

these new future employees want to work

gym access, free snacks and happy hours.

AT T R A C T I N G T H E G E N Z G E N E R AT I O N

2

DIVERSIFY YOUR WORK ENVIRONMENT

With an apprenticeship, you’re getting real work experience alongside the education

A massive 77% of this cohort attested to the importance of diversity in the work environment. Do you have a dedicated diversity and inclusion strategy? An unbiased hiring process? Do you arrange talks, host events, and support charities? If not, maybe you need to start thinking about these things.

3

5

LEADERSHIP

START WORKING WITH LOCAL COLLEGES AND DEVELOP AN

APPRENTICESHIP PROGRAMME Kicking off your own apprenticeship scheme can bring talented graduates and students right to your door. This is about getting youngsters excited about a future in office supplies – and, specifically, your dealership. They’re likely to be the future leaders of your business if you get this bit right.

UPGRADE YOUR TECHNOLOGY Gen Z is the first generation to have

been around technology since birth. Vincent Belliveau, of people development software

4

This is a very cost-effective option – a CHANGE YOUR IMAGE

total win-win. You can get help from the

ON SOCIAL MEDIA

government to pay for apprenticeship

Where will you find your future employees?

training and assessment and as an incentive

provider, Cornerstone OnDemand, says it’s

On social media. Whilst you might not use

payment for other costs. The amount

important to put money behind technologies

social media platforms directly to sell your

you get depends on whether you pay the

that focus on people. “Invest in systems that

office supplies, it’s an essential tool to increase

apprenticeship levy or not - have a look at

will help your employees grow and develop,

brand awareness and – importantly – attract

the information available on this.

rather than transactional systems like payroll

younger people to your dealership. Showcase

and time management. Put the emphasis on

your culture on the social media platforms

with figures showing a 76% feeling that

your people, and focus on the technologies

that you know your prospective employees

learning is the key to their progression.

that will help your employees prepare for a

use; advertise your benefits and demonstrate

Get in touch with schools and colleges

digitally-focused and fast-moving workplace

that you care about what they care about.

in your area to raise awareness of jobs in

of the future.”

Post frequently and keep your content

Apprenticeships are a popular choice,

the office supplies sector. Tell them about

Investing in technology will not only

engaging - not only will you grow your

the skills they would learn and some of

render you more attractive to job applicants,

follower base, but they will also be more

your achievements.

it will also propel your business into the

likely to think of your dealership the next

growing digital age. Statistics show that

time they’re looking for a new job. One-in-

getting real work experience alongside the

80% of Gen-Z would prefer to work with

three employed 18-24 year-olds are actively

education. It gives you more experience,

cutting-edge technology, while 91% say that

looking for work elsewhere, so now’s your

and a head start in the workplace.” (George

technology is an important variable when

chance to make some changes and show

Marsh, IT apprentice recruitment co-

searching for job opportunities.

them what you can offer.

ordinator at Lifetime)

“With an apprenticeship, you’re

www.dealersupport.co.uk SEPTEMBER 2022 [21]

LEADERSHIP

D I G I TA L I S AT I O N

Digitalisation and business transformation Do you know the difference between ‘digitisation’ and digitalisation’? You need to. One describes day-to day, transactional, uses of technology - the other is the key to unlocking the power of your data and taking your business to new levels of customer understanding and success

D

igitisation is what we

most common forms is shifting from bricks

rollercoaster year, shaped by the pandemic

have all been doing for

and mortar retail to e-commerce.

and concerns over global warming,” he said.

years – sending emails

There have been fundamental changes

“Office workers around the world suddenly

rather than letters,

in the way people work over the past two

needed effective distance meeting solutions

PDFs rather than

years, and they are here to stay, according

to continue to perform.

printed brochures, storing our customer data

to Tommy Edlund, director of global sales

on a spreadsheet instead of a card index.

at Konftel. The company, headquartered

globe have successfully transitioned to more

Digitalisation is more than this. It is using

in Sweden, supplies video conferencing

hybrid ways of working. A new phase is

digital technology to transform a business.

facilities to businesses and so has a front

emerging based on a permanent blend of

It can be applied to production, marketing,

row seat in seeing how industry changes

office and home employment. We expect

sales and, of course, distribution; one of the

are panning out. “In many ways 2021 was a

these trends to continue for the long term.”

[22] SEPTEMBER 2022

www.dealersupport.co.uk

“Since then, organisations across the

D I G I TA L I S AT I O N

The company introduced a range of

LEADERSHIP

advanced B2B e-commerce technology,

us. The impact that digitalisation has had

kits for in-room, PC-based, systems in

and multi-channel reach, to drive sales and

on traditional office products has been a

July, recognising that use of Zoom and

operational efficiencies.”

massive, accelerated effect.”

Teams from a PC for meetings is now

In a recent panel debate several very

According to Ian Haywood, managing

commonplace. Previously, Konftel focused

experienced industry figures were asked

director of UKOS, “The market in our sector

on meeting platforms set up in a conference

how they saw the future of the industry.

has been running at 65% to 70% of what it was

room, where the user connected their laptop

Robert Baldrey of Aurelius (formerly CEO

pre-COVID, and I don’t see it going back to

to the existing audio and camera system.

of EVO and Vasanta and finance director of

100%, ever.” One response to these challenges

“The in-room sector is growing significantly,

Spicers) said: “The dynamic of the supply

is, of course to, digitalise yourself as a supplier;

and we expect the two distinct scenarios to

chain has changed...there are winners and

some of the areas where digitalisation can have

eventually level off at around 50/50,” Tommy

losers and if you are supplying offices, as a

a big impact are back-end systems, ecommerce

explained. “We are living in different times

lot of us do, there is a trend working against

presence and logistics management.

and a different world, especially around distance working. We won’t go back to the way things were before.”

Digitalisation in action #1: Professional Office Supples Professional Office Supplies launched

has long been plagued with awful

EMBRACING CHANGE

a new website in early 2022. A high

data from wholesalers and suppliers,

Such changes in working practices have a

percentage of their sales had always

making e-commerce a very difficult

knock-on effect for everyone selling into

been in electronic data-interface and

thing to do well. Fusion Data (a

offices which may now be largely empty.

so their e-commerce platform was

content management, enrichment and

Simon Drakeford, CEO of the OE Group,

the interface between the company

syndication system for wholesalers

and chairman of the UK office products

and their customers. “We adopted

and distributors) allows us to offer a

trade association BOSS, has highlighted

Evolution X (a B2B ecommerce

much better shopping experience

key product areas for the business supplies

platform from ES Tech Group) in order

all-round. The content is fantastic, and

sector post pandemic. Home working,

to provide a better online experience,

the ability to sort, search and filter

which is an aspect of the digitalisation of the

aesthetically. However, that turned

properly - as simple as this sounds

workplace, would mean that the demand

out to be only the beginning,”

- makes a huge difference to the

for home furniture and home computing

managing director Des McKeown

end-user.

would continue to grow. “The mix shift from

explained. “Evolution X gave us the

off-line to on-line is seismic” he said, “and

tools to promote, cross-sell and better

responsive and helpful. EvolutionX is

packaging for e-commerce across the board

communicate with our customers

a very robust and intuitive product;

will be very important.”

without the usual visits from sales

however, the few times I’ve had to

Richard Sinclair, Office Power CEO, has

“The customer service team is very

representatives. We have seen an

call upon the customer service team

seen the same shift. That’s why they have

up-turn in sales among a certain type

they’ve been extremely diligent and

migrated their entire platform infrastructure

of customer and more enquiries about

professional, always keeping me up-

to the cloud with Microsoft Azure. “We have

areas of our supply that customers

to-date with any outstanding ticket

witnessed online B2B purchasing accelerate

weren’t aware of, across the board.

as it is being resolved, and always to

over the last two years. Traditional reseller

“The office products industry

my satisfaction.

and wholesale business models now require

www.dealersupport.co.uk SEPTEMBER 2022 [23]

LEADERSHIP

D I G I TA L I S AT I O N

Digitalisation in action #2: Southall Special School Southall Special School, based in Telford,

the school no longer needs to hold a paper

used digitalisation to solve a variety of

copy, saving filing space and eliminating

problems they were having in storing their

the risk of damage or theft. Secondly, the

school records. Pupils with special education

documents can only be accessed by the correct

needs have lengthy school records which

personnel with the right permissions; every

need to be safely and securely stored for 25

time the documents are accessed there is a full,

years. Converting the records into digital

auditable, trail of who has read what, and what

format using a scanner, such as the ScanSnap

they’ve done with the document. Documents

iX1600 from Fujitsu, was the first stage - but

can be quickly searched for, and retrieved

the Fujitsu professional services team at

using names, dates or keywords, saving time

Filestar took this a step further by combining

and administration resources. Digitalisation of

accountancy practice and many other types of

the scanner with cloud-based document

their documentation system also made it easier

office - and the same benefits would apply to

management software.

to comply with GDPR requirements.

the storage and sharing of images, technical

Having these documents kept securely

The information requirements here

in the cloud offers many advantages. Firstly,

would be similar in a clinic, GP surgery,

[24] SEPTEMBER 2022

www.dealersupport.co.uk

Having these documents kept securely in the cloud offers many advantages

information and sales details for an online catalogue or ecommerce site.

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SALES SUCCESS

‘ G R E E N ’ PA C K A G I N G

Boxing clever Many advances in packaging have been made - but is there more that can be done? What innovations are on the horizon to make packaging more environmentally-friendly still?

P

ackaging has become

based void fill and boxes made from sugarcane

a value of $1.3 trillion in 2014 to $3.3 trillion

an increasingly

- there is a burgeoning business in making

in 2019, according to research from Statista.

significant issue in

more sustainable packaging solutions.

The pandemic stuck the proverbial rocket

the office supplies

However, these innovative products come at

up that market, with shoppers seeking to

sector - and in

a cost – will it pay off in the long run? On the

avoid crowded high streets and businesses

business in general

flip side, governments around the world are

operating from workers’ front rooms.

- in recent years, with a drive to make it more

bringing in increasingly restrictive legislation

environmentally-friendly.

in relation to waste, many of which will carry

by the end of last year it stood at $4.9 trillion.

financial implications for non-compliance.

As more people get online, and tech-savvy

all shapes and sizes have made incredible

Does this mean the alternatives will become

generation alpha mature, e-commerce is

inroads into a more sustainable future; from

more attractive?

projected to balloon by another 50%, reaching a

In the past few years businesses of

plastic-covered products to polystyrene-

In 2020, the market was worth $4.2 trillion;

market value of about $7.4 trillion by 2025.

filled boxes, more of our goods are arriving

A GROWING PROBLEM

in biodegradable, recyclable and reusable

What the world has been through over

either. A report by Digital Commerce 360

packaging. But with e-commerce predicted to

the past few years has changed the way we

showed that online sales in the B2B market had

almost double in size over the next three years,

do business with our customers. Online

increased by almost 18%. It pegs the valuation

are we ready to take things to the next level?

shopping and e-commerce has been a

of the B2B e-commerce market at $12 trillion in

growth market for some time, inflating from

2021, with projections that it will grow at a rate

The solutions are out there. Mushroom-

[26] SEPTEMBER 2022

www.dealersupport.co.uk

It’s not just B2C that’s being impacted

‘ G R E E N ’ PA C K A G I N G

of 17.5% between now and 2027.

How this links with sustainability

whole host of revolutionary solutions already exist to improve packaging strategies.

shouldn’t be too hard to pin down; at every

There’s been a huge shift from using

stage of the supply chain - from the biggest

bubble wrap and air pockets to fill voids

manufacturer to the smallest supplier (and

towards using packing paper instead; it’s

even to the retail customer) - products now

recyclable and compostable, making it easy

need to be packaged in a way that ensures

for the recipient to make good choices at the

they survive transit. That means more boxes,

end of its cycle. Added to this, companies are

more bubble wrap - and more waste.

being encouraged to use boxes that are more

However these additional pressures have

appropriately sized for the product, reducing

not seen businesses charging headlong into

the need for void fill. Perhaps we’re finally

unsustainable practices – not the majority,

going to see the end of Amazon shipping a

anyway. Discussions around environment,

memory card in a shoe-box-sized carton?

social and governance (ESG) targets are high

SALES SUCCESS

Plant-based packaging is becoming more

What we’ve got is a fair amount of demand and orders, but an inability to get it made or get it shipped sustainable. “APP has launched a plasticfree, biodegradable and compostable

on the agenda of many a board meeting,

mainstream, from bioplastics that are designed

food packaging paperboard solution. The

and NAVEX asserts that more than 80% of

to biodegrade to mushroom mycelium –

paperboard uses an innovative nano aqua-

businesses have a formal ESG programme in

purported to be a suitable replacement for

dispersion coating technology, replacing

place. Sustainable packaging is only one part

traditional polystyrene. Sugarcane bagasse, a

harmful petroleum-based and plant-based

of the ESG landscape, but it’s an important

pulpy residue left over from crushed sugarcane

plastic coatings. The plastic-free solution

component that is only going to become

stalks, has proven to possess qualities suitable

ensures the offering is both compostable

more pressing as time goes on.

for conversion into paper, cardboard and even

and recyclable.”

plywood and there are innovations underway

Marie Challis, office dealer sales manager,

INNOVATION UNDERWAY

using seaweed, coconut husk and even the

Antalis, says: “Demand for sustainability is

Innovation in this sphere are widespread.

shells of shrimp.

growing, placing an ever-greater emphasis on

Objectives focus on reducing packaging weight

Dr Liz Wilks, European director for

the packaging we all use. As a result, by adding

and volume, eliminating toxic additives and

sustainability and stakeholder engagement

sustainable materials to our product range,

reducing the energy consumption required to

at Asia Pulp and Paper, is clear about how its

there is now a real opportunity for resellers

produce materials. For dealers and suppliers

food packaging technology aims to meet the

to increase their customers spend. Antalis is

alike, the hard work has already been done, as a

objectives of businesses looking to be more

geared up to help customers do exactly that,

www.dealersupport.co.uk SEPTEMBER 2022 [27]

SALES SUCCESS

‘ G R E E N ’ PA C K A G I N G

There are only a handful of paper mills,

Consumers are willing to pay a premium for products that include sustainable packaging

shopping habits have changed, it’s easier to shop online, brick and mortar stores are closing, and it’s easier than ever to return items purchased online.”

However, the cardboard fight back

whether it’s through advice, training or direct-

stretched’. “What we’ve got is a fair amount of

is already well underway. Reusabox, for

to-customer deliveries or providing bespoke

demand and orders but an inability to get it

example, offers companies the chance to

packaging solutions to meet end-user needs.

made or get it shipped,” he says.

sell unwanted cardboard boxes so it can

“Antalis has a range of ‘green’

IP is not the only firm smarting from the

provide once-used boxes to businesses as an

packaging products, a carbon offsetting

lack of cardboard supply. By this time last

alternative to brand new ones. With their

scheme and a vast range of sustainable

year, businesses had reported a tenfold rise in

highest-quality boxes, Reusabox even offers

options, including a bespoke box-making

the price of cardboard boxes since the start

to pick up the same box and redeliver it to the

service with minimum order units of 100, to

of the pandemic. Stockpiling, disruption at

customer, letting them keep using the same

help resellers fill the demand in the market

borders and the huge demand from online

material over and over again.

for sustainable solutions.”

retail giants like Amazon have been blamed

For businesses wondering how they can

for the shortage and, although things are

balance the added cost of sustainable packaging

INCREASED SUSTAINABILITY, REDUCED RELIANCE

starting to ease in some parts of the world,

products with green goals, Marie Challis says:

experts predict it will be some time before

“With more parcels being sent, cost effective

All this additional e-commerce has led to

supply and demand really balance out.

and sustainable packaging materials are

a rather unusual problem – a shortage of

Nicole DeJoris, president of Illinois-based

increasingly in demand. Antalis offers office

cardboard. Mark Sutton, CEO of one of the

Pinnacle Packaging, says that the problem is far

and stationery resellers a comprehensive

biggest makers of the material, International

from over. “There is still a cardboard box and

range of sustainable packaging essentials

Paper, has described the supply chain as ‘very

paper shortage. The perfect storm continues.

to meet the needs of customer packaging

[28] SEPTEMBER 2022

www.dealersupport.co.uk

SPONSORED

SALES SUCCESS

Antalis’ sustainable success Demand for sustainable packaging is growing - ANTALIS PACKAGING can help!

T

here is a real opportunity for resellers to

offer advice and bespoke packaging solutions to your

increase their customers spend by offering

customers. A pack redesign can tick many boxes including

green packaging products and solutions.

improved sustainability, waste reduction, cost cutting and

With the implementation of the Plastic Packaging Tax, and the need for all companies to reduce their carbon

footprint, packaging is one area end users need to tackle to reduce the impact their logistics and packaging operations have on our planet.

How can office resellers tap into this growing market and support end users with improving the sustainability of their packaging?

Here’s some ideas to get you started. ● O ffer

a range of green packaging essentials including more

improved customer experience and efficiency. ● L ook

at value-added services you can offer your customers

including carbon offsetting packaging so you can provide customers with carbon balanced packaging.

Antalis has a range of ‘green’ office products, a carbon offsetting scheme and a vast range of sustainable packaging options to help resellers fill the demand in the market for sustainable solutions.

Antalis – here to support you and your customers with the best alternative materials for your business’ long-term growth.

eco-friendly materials, recyclable alternatives and packaging

Contact us now at ask.antalis.

made from recycled content, or even re-usable products.

co.uk/lets-talk-packaging or

● W ork

with an expert packaging partner who can help you

call 0370 607 3132

www.dealersupport.co.uk SEPTEMBER 2022 [29]

SALES SUCCESS

‘ G R E E N ’ PA C K A G I N G

requirements and applications.

“By adding packaging to their product

ProfiPack tool can be achieved in a matter of

sustainable options. The market has changed

months, depending on specific circumstances.

- and will continue to evolve; solutions are

range, resellers can tap into this growing

needed today.”

market. As one of the largest providers of

FINANCIAL IMPACT

sustainable packaging solutions, Antalis can

This RoI will further increase in 2023, when

ways. While businesses may be penalised if

support and even provide bespoke packaging

the UK implements its extended producer

they don’t embrace sustainable packaging,

designs, through its Smart Packaging Centre,

responsibility - legislation which could cost

they could also see investment in this type of

that look at all aspects of sustainability in

businesses £2.7 billion in its first year if they

technology as a penalty in another sense - but

packaging. Sustainable solutions can also

don’t take the necessary steps to reduce non-

does sustainable packaging really cost more?

reduce costs, for example by improving packing

recyclable content in their packaging. The

efficiency and delivery efficiency or reducing

government’s plastic packaging tax, introduced

of businesses cited cost as one of the biggest

the amount of packaging material used.”

in early 2022, places levies on any packaging

challenges in the switch to more sustainable

Other initiatives target cardboard

Of course, the financial impact goes both

Research by Raconteur found that 43%

material made in, or imported to, the UK that

packaging, and other studies have claimed

repurposing to make the most of it on its first

is not composed of at least 30% recycled plastic;

that implementing sustainable packaging

cycle through the supply chain. UK-based HSM

the EU implemented a similar rule in 2021 and

could cost between 1% (for B2C retailers) up

sells a range of shredders and compressors to

the US Congress is mulling over a proposal for

to 25% for specialist packaging suitable for

make cardboard management simpler, and one

similar legislation.

items such as food.

of its most innovative products sees cardboard

A study by McKinsey found that,

However, while there are certainly costs

waste turned into usable packaging material.

at present, 83% of legislation relating to

to consider, particularly when transitioning

The ProfiPack punches and embosses a pattern

sustainable packaging focuses on plastics, and

from non-sustainable to sustainable solutions,

of slits and quilts into waste cardboard pieces,

that approximately 45% of these use taxes,

in the long run, Liz Wilks believes the

turning it into strong, padded packaging mats

fines or fees as a mechanism for ensuring

investment will pay off. “Surveys have shown

that can be used as protective void fill.

compliance. “We observe three things

that consumers are willing to pay a premium

happening in the market today,” observes

for products that include sustainable

in 5 years for these products, much of which

Liz Wilks. “The first is that consumers

packaging; this should offset any costs at

was during the pandemic as business moved

are demanding sustainable products.

the retail level, and should help brands and

substantially online and organisations were

Secondly, governments around the world are

retailers to opt for such sustainable options.”

looking for more environmentally-friendly

implementing new plastic-free/sustainable

packaging solutions,” explains Mark Harper,

packaging legislation. Thirdly, global brands

taxes and levies, to reduced reliance on finite

head of sales at HSM. He adds that, for some

must adapt and change their procurement to

resources, getting fit for the future is a clear

suppliers, return on their investment in the

meet consumer and regulatory demand for

priority for the modern supplier.

“At HSM, we have seen a 600% growth

[30] SEPTEMBER 2022

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OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2

EDUCATION

new products and category trends

Issue 296

STEVE MCKEEVER

MARKETING

DRIVING CHANGE

2020 VISION

2020 VISION New products and categories

More Shredding. Zero Jamming.

February 2020

TRANSFORMING THE CHANNEL

PHIL JONES

OEMS AND MPS

IT PREDICTIONS

2020 VISION

inspiring success

Next Generation Shredders

ISSUE 296

January 2020

DEALER SUPPORT FEBRUARY 2020

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Decemebr 2019

inspiring success

IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

www.fellowes.com

MARKETING Why now is the time

0203 794 8555 info@intelligentmedia.co.uk

inspiring success

Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.

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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector

SALES SUCCESS

C U S T O M E R R E L AT I O N S

People who need people At some point, pretty much every DEALER SUCCESS interview we run states something along the lines of, ‘Our customers are at the heart of everything we do – that’s why we’re a success’. In today’s world of online this, and e-commerce that, how do you establish and maintain a genuinely close – and lucrative - relationship with your customers?

T

he Barbra Streisand

or fourth time is where the challenge lies. The

Start with small talk. Simply remembering

classic tells us that,

key is in the creation of what is often termed

the names of the people you’re speaking to –

‘People who need

‘warm calls’. While cold-calling remains

including any receptionists or assistants along

people are the

an integral part of running many smaller

the chain – will help ingratiate you with them.

luckiest people in

businesses, it’s turning these into ‘warm calls’

Developing a back story for your relationship

the world’. There’s no

which can change everything and create a

by asking about the customer’s health,

positive response in the customer.

hobbies and home life also creates a jumping

arguing with this; the value of dealer-customer relationships cannot be understated. Selling to

So how does a dealer take this

off point for future conversations, and you

somebody once is easy for a good salesperson

concept and develop it into a fully-formed

will be remembered as a dealer who bothers

– selling to that same person a second, third

relationship?

to ask personal questions in a caring way.

[32] SEPTEMBER 2022

www.dealersupport.co.uk

C U S T O M E R R E L AT I O N S

SALES SUCCESS

Dedicate one salesperson or team to

Throw in rewards. As well as running

one customer. The idea of repeatedly

regular promotions and special offers, as

contacting a company and having to speak to a different person with the same story every time is not an attractive one for most people - in fact, it often serves to put them off calling at all and drives people to buy

Put in the extra effort and ensure your customers want for nothing

most dealers do, a reward scheme for both new and long-term customers can be a great way to achieve additional business.

Even small gifts can help; these can relate to the size of the order, the amount of

their products via the internet - which

orders placed or simply the length of the

can lead to mega-markets like Amazon

relationship.

taking more dealer business. A dealer with enough salespeople on its team would do

client because it shows that your relationship

Develop your after-sales service. It takes a

well to ensure that each one looks after

is more than just mercenary.

matter of moments to call a customer after a

specific accounts to ensure they have the

delivery has been received by them to check

opportunity to build a relationship and are

Go the extra mile with sourcing. The

that they’re content. Many clients won’t say a

aware of the customer’s history and needs.

former two points are unlikely to come up

thing if they’re unhappy with a service – they

Installing a robust CRM system will help to

at all if you have the resources to put in the

will simply cut their losses and find a new

keep track of all of those details, especially if

extra effort and ensure your customers want

dealer. Speaking to them after the sale will

a salesperson is away and another has to take

for nothing. A dealer offering a little bit of

help you to discover what they actually think

on their clients.

everything, and keeping its finger on the

of your service, where their pain points are

pulse of the industry’s changing landscape,

and, potentially, lead to the next sale.

Don’t oversell. Over-selling comes with

is likely to automatically receive more

the risk of under-delivering - and under-

customer attention, after which it’s just a

Deal with complaints properly. No ship

delivery undoubtedly leads to customer

matter of keeping hold of that attention.

runs entirely smoothly 100% of the time and

losses. The desire to keep a client close may

mistakes are inevitable. The key way for a

make over-selling a tempting idea, but avoid

Train your salespeople properly. Whether

dealer to maintain business with a customer

it; honesty will serve you far better. In the

your salespeople are trained for two weeks or

it has let down in some way is to own up to

same vein, dealers should admit when there

six months before being given free reign on the

the error and rectify it, rather than passing

is something they cannot deliver and make

‘phones, they should be properly taught how

the buck (and the blame!) This level of

up for it in other ways, such as excellent

to speak to people in a way that feels more like

professionalism is likely to be appreciated

customer service.

a warm call than a cold one, including simple

and shouldn’t negatively impact a strong

ways to make small talk, retaining a friendly

customer-dealer relationship - plus, it helps a

Help even when there’s no monetary profit

tone and, most importantly, being aware of

business learn; the occasional failure should

in it. If, for whatever reason, you can’t

any information they might be asked for by a

be seen as an opportunity to develop.

deliver something your customer needs,

customer. It will obviously reflect badly on the

helping them to acquire it another way

business if the salesperson doesn’t know the ins

business partners, and not simply sources of

– even if that means sending them in the

and outs of the dealer they represent, whereas a

money, is the only way to ensure they stay

direction of a different dealer – shows trust

knowledgeable contact will be highly valued by

with you, so take every opportunity to create

in your partnership, and is appealing to the

the customer.

a professional friendship.

Ultimately, treating customers as

www.dealersupport.co.uk SEPTEMBER 2022 [33]

SALES SUCCESS

PLANNING AND ORGANISING

Planning and organising Planning and organising goes far beyond your Google calendar! How can dealers make the most of the popular tools within this sector?

P

lanning and organisation are integral parts

viscom – it allows the brain to process what’s happening and what

of the working day, regardless of sector.

lies ahead, prompting us to compartmentalise the day’s tasks and

Organisation in any office environment is

better organise and plan our daily lives.

broad and widespread, and it’s something we discuss a great deal in Dealer Support.

Files, cabinets, managed document

“It’s easy to understand why people reach out for visual communication products when they are communicating with a group or planning and organising their work,” commented Joaquim

systems and cloud technology all help the working environment

Damas, marketing director at Bi-silque. “In several case studies

move more smoothly, efficiently and productively. Similarly, planning

we’ve conducted we’ve found that planning and organisation is

is about preparing for the future – either immediate or long-term

an important part of every successful business - whether a big

– and is undertaken in various ways in both groups and through

corporation or a small business. By using visual communication

personal preference.

products in this process, people receive visual stimulation to attract

One area all types of businesses take advantage of when

their attention to things they don’t want to forget. Viscom tools help

planning and organising their working lives is the use of visual

people to better visualise their daily, weekly and monthly activities so

communication, or viscom. Even a simple to-do list is considered

that can make a realistic plan of what needs to be accomplished.”

[34] SEPTEMBER 2022

www.dealersupport.co.uk

PLANNING AND ORGANISING

THE KINDS OF VISCOM USED FOR PLANNING AND ORGANISING INCLUDE: Notice boards – Whether digital boards, or more traditional ones made of cork or paper - having a wall-mounted layout of a plan can

SALES SUCCESS

Inspiration is very important in planning and organising

help ensure that everyone who sees it is on the same page, and can act as a continuous reminder of their course.

Flip charts – Flip charts are particularly useful for group planning

whichever viscom a customer chooses, as this can be an easy route

and organising in meetings.

to up-selling. Consider the type of tools different sectors are going

Planners and bullet journals – While many people do now rely

to want or need when it comes to filling their boards or journals.

on digital or e-mail based calendars, attractive, stylish paper-based

“People can attribute colours to help them prioritise their tasks and

planners are on the rise in many sectors.

projects,” Joaquim points out. “For instance, we have developed

Diaries – A more stripped-back version of planners and bullet

colourful magnetic accessories with which people can create their

journals, many still find it incredibly useful to use a diary, large or

own planner, tailored to their needs and those of their teams.”

small, to remind themselves of the day, week or month ahead without the need for 4G or wifi.

The choices people make when it comes to the pens, pencils, stickers and magnets they use are all down to either their personal style or company branding, and these will be the colours and tools

ORGANISATION, INSPIRATION, CREATIVITY

that generate inspiration in them. “Inspiration is very important in

Bi-silque specialises in boards and often recommends them as a

planning and organising,” Joaquim says. “We recommend people

broad solution for any planning and organisation needs. “The most

choose visual communication tools that will inspire them, keep them

common advice we give to people who wish to be more organised,

concentrated and motivated to accomplish their goals.”

is for them to write their to-do list on a board for extra visual help,”

Most importantly, these viscom solutions, and their associated

Joaquim says. “This alone will result in a big difference in their

tools, will hopefully help to create a stronger planning strategy – a

efficiency and productivity, as they will constantly receive a visual

powerful sales angle for dealers to focus on. “Having a regular

stimulation of what has still to be done. If you want to take planning

planning strategy will improve team focus and keep tasks and

and organisation to the next level, then planning boards will do

projects on time,” Joaquim concludes. ”Teams should create a routine

wonders for your work.”

to get around a planning board to create their tasks or project

It’s also important to remember how data is inputted into

schedules, in order to organise and prioritise their work together.”

www.dealersupport.co.uk SEPTEMBER 2022 [35]

SALES SUCCESS

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 the warm weather this summer and the variety of benefits ventilation provides e didn’t have to buy in a load of air coolers and fans this summer as we still have the same ones we ordered in five years ago sitting in the warehouse. It’s always a risky strategy and this year we decided not to promote them because the hot weather was bound to only last a few days before the onset of the normal summer rain, hail and snow.

It turned out that I was wrong, and it lasted a little longer, so much so that we actually sold one of the air coolers, and had a celebratory lap of the office, only for the customer to return it as there was a COVID outbreak in their office and they blamed our product.

W

[36] SEPTEMBER 2022

Air coolers and ventilation of any type are very important to all of our employees, not least because of Mrs O’Reilly’s personal hygiene problems; she’s well aware that there is a smell but she says she doesn’t know where it comes from. People over the years have mentioned it, and lots of visitors have remarked on how we always have the windows open, even in the winter.

“Don’t you get cold?” they often ask and we always think to ourselves that being cold is much better than the alternative!

When you stop and think about it, if the forecasters are correct, air coolers and fans and even air conditioning units are something we are all going to be selling more of in the future; add to that the onset of flooding and we might have

www.dealersupport.co.uk

to stock up on buckets as well!

Things are changing in the wonderful world of office products.

We’ll no longer be looked upon as boring pens and pencils salesmen - all of a sudden we’ll be able to tell people what we do without feeling embarrassed about it! We’ll be able to say that we help people to stay healthy and fit, and we’ll be able to stand in the bar on a Friday night boasting about this week’s sales and offering interesting insights into the latest trends.

People will come to us who need help. It won’t be just because their staplers are empty, or that they need someone to moan at about the price of paper – and won’t that be a grand day when it eventually arrives...

Got it.

Make any space a collaboration space.

The New Nobo ‘Move & Meet’ mobile whiteboards means nowhere is off limits anymore within the office. Those important brainstorms and collaborative meetings can now take place anywhere and at anytime. Nobo be clear.

www.noboeurope.com

LIVE IT

TEABREAK

LIVE IT Pig organs partially revived in dead animals

Life hack Take the inside of an old pen and wrap it around your ‘phone or laptop charger cable.

This will help to stop it from bending or breaking.

Researchers have restored circulation and cellular activity in the vital organs of pigs, such as the heart and brain, one hour after the animals died.

The research challenges the idea of ‘cardiac

CAPTION COMPETITION

death’ and raises ethical questions about the definition of death. The latest experiments are “stunning”, says Nita Farahany, a neuroethicist at Duke University in Durham, North Carolina. In the work, published in August, researchers connected pigs that had been dead for one hour to a system called ‘OrganEx’ which pumped a

TWEET CAPTIONS TO @DEALERSUPPORT

blood substitute through the animals’ bodies.

Quote of the month Become the person who would attract the results you seek Jim Cathcart

[38] SEPTEMBER 2022

www.dealersupport.co.uk

?

TEABREAK

Did you know?

LIVE IT

The sentence, “The quick brown fox jumps over the lazy dog” uses every letter in the English language.

Festival founder Michael Eavis has donated Worthy Farmland and cash to build 52 green social homes in a bid to help Britain’s housing crisis. The most recent assessment of housing revealed over 4 million people need social housing in England

PUB QUIZ

1. In mythology, which animal raised Romulus and Remus?

2. On which Japanese city was the first atom bomb dropped by the USA? 3. Which is Britain’s oldest Sunday newspaper, first published in 1791?

4. What was Wolfgang Mozart’s middle name?

5. Who was the ‘Sportsman of the Century’ in 1999 according to both the US magazine Sports Illustrated and the BBC? Answers: 1. Wolf 2. Hiroshima 3. Observer 4. Amadeus 5. Muhammad Ali

Glastonbury founder THUMBS UP! donates land and cash to help build more affordable homes

Michael began the project in 1995.

He donated building stone from his 900 acres and subsidised the design of two and three-bedroom homes with festival takings. Since this time he has helped to build a total of 52 homes and has also donated £275k towards development costs.

“With rural house prices so often out of reach for local people this gives villagers, most of whom are working

Knock me down with a feather Seven-year-old boy cycles from London to Paris In July Rupert from Leicestershire became one of the youngest cyclists to complete the 200-mile (321km) challenge. Rupert has already raised more than £34,000 for the Children’s Bereavement Centre, a charity that supported him after the death of his father Tom who was killed in a work accident in April 2019 when his son was just four.

“It was difficult for me to understand that I would never see him again, that he

families who live around here, the

was never coming back,” Rupert said. The Nottinghamshire-based charity helped

opportunity to live here for the rest of

him and his mother Jess by introducing them to other families who had experienced

their lives at a social rent,” he said.

loss. Rupert had originally planned to raise £5,000 - which he long surpassed before his journey began. Jess said that she was “super proud” of her son.

“It’s an achievement for anyone to cycle 200 miles from London to Paris,” said Kate Baxter, CEO of the Children’s Bereavement Centre, “but for a seven-year-old boy, as far we are aware the youngest known person to cycle this route, to take on this epic journey is incredible.”

www.dealersupport.co.uk SEPTEMBER 2022 [39]

2023

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PUT THIS DATE IN YOUR DIARY 16th March 2023 Coventry Building Society Arena, Coventry