Dealer Support September 2023

September 2023

Issue 334

Welcome to our

inspiring success in the workplace supplies industry

SEPTEMBER EDITION

The mighty pen: Revolutions in writing instruments The paperless office might still be the sustainable choice, but when it comes to planning, ideas and organisation, the mighty pen is not going anywhere

THREE IN A BED: INSIDE NEMO’S TRIPLE WHOLESALER STRATEGY

Tim Beaumont outlines the benefits of hedging your bets

KEEP IT CLEAN (AND GREEN)

Modern workplaces demand high performance hygiene products – can they also be eco?

CARBON NEUTRAL BY 2025: THE MORGAN & MORGAN STORY

Michael Morgan shares his incredible sustainability journey

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

FROM THE EDITOR

Expecting the unexpected If the summer break taught us anything, it’s to expect the unexpected. The women’s football team narrowly lost out on the World Cup, the US saw its first Presidential indictment, and India SEPTEMBER became the fourth nation to successfully land on the Moon.

EDITION Overshadowing all this, however, has been the proliferation of extreme weather events around the globe. Wildfires suffocated Canada and devastated the Hawaiian island of Maui, intense flooding saw loss of life in India, and aggressive tropical storms ripped through parts of the world leaving devastation in their wake.

The mighty pen: Whether climate change is affecting us directly or not, taking steps to be more sustainable is Revolutions the ethical route, and it can make good business sense too, as Michael Morgan of South Walesin writing instruments based Morgan & Morgan demonstrates in our in-depth interview. Along the same lines, we talk to some of the companies leading the way in sustainable cleaning products to see how we can keep it clean without damaging the environment.

Steve Carter, MD of Advantia, explains why the Exertis move to a bigger warehouse will benefit the dealer community, while Tim Beaumont, MD of Nemo Office Club, explains why signing up with Spicers as a third wholesaler makes sense for his members. We consider whether next-day delivery is even necessary anymore, and celebrate the innovations in the humblest of all office products – the mighty pen.

As we pass the midpoint of 2023 and look towards the two final quarters, industry experts reflect on what’s been learned so far, and what we can take forward to ensure a solid end to a tumultuous year. And, as usual, there’s some light hearted fun in our Live It section, perfect for a quick coffee break.

We’d love to hear all about your own success, and to be inspired by stories of resilience and agility. Please do share all your news via LinkedIn and Twitter @dealersupport.

September 2023

Issue 334

DEALER SUPPORT SEPTEMBER 2023

Welcome to our

ISSUE 334

inspiring success in the workplace supplies industry

TIM BEAUMONT MICHAEL MORGAN WENDY VICKERY

The paperless office might still be the sustainable choice, but when it comes to planning, ideas and organisation, the mighty pen is not going anywhere

THREE IN A BED: INSIDE NEMO’S TRIPLE WHOLESALER STRATEGY

Tim Beaumont outlines the benefits of hedging your bets

KEEP IT CLEAN (AND GREEN)

Modern workplaces demand high performance hygiene products – can they also be eco?

CARBON NEUTRAL BY 2025: THE MORGAN & MORGAN STORY

Michael Morgan shares his incredible sustainability journey

Joanna Bailey Editor

EDITORIAL Joanna Bailey

CREATIVES Amanda Lancaster

COMMERCIAL Claire Peacock

PUBLISHING SUPPORT Angela Howland PUBLISHER & CEO Vicki Baloch

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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SEPTEMBER 2023

Contents

INDUSTRY 06 THE MONTH THAT WAS

The headline news from the industry

08 THE YEAR TO DATE: WHAT HAVE WE LEARNED SO FAR?

08

We reflect on the year that has been so far, and what’s to come next

12 THREE IN A BED: INSIDE NEMO’S TRIPLE WHOLESALER STRATEGY We talk to managing director Tim Beaumont about hedging your bets

16 MOVING TO BIGGER PREMISES WILL BE TRANSFORMATIONAL FOR EXERTIS

MD of Advantia, Steve Carter, discusses the benefits to dealers of the recent Exertis move

LEADERSHIP

20

18 NEXT DAY DELIVERY? RETHINKING THE APPROACH Can a more considered delivery model bring business and environmental benefits?

20 CARBON NEUTRAL BY 2025: THE MORGAN & MORGAN STORY

Managing director Michael Morgan shares insight on his journey to net-zero

23 WORKPLACE INTELLIGENCE FROM 3M

Identifying today’s trends to make tomorrow’s sales easier

SALES SUCCESS 28 KEEP IT CLEAN (AND GREEN)

28 “There has never been a better time to be part of the independent sector”

20

Can high performance cleaning products also be sustainable?

32 THE MIGHTY PEN: REVOLUTIONS IN WRITING INSTRUMENTS

When it comes to planning and organisation, the humble pen isn’t going anywhere soon

36 UNLOCKING WORKPLACE EXCELLENCE: THE VALUE OF ERGONOMICS

Safe, healthy and productive workplaces are an essential consideration for business owners

LIVE IT 38 LIVE IT

Take a break and enjoy some lighthearted fun

INDUSTRY

THE MONTH THAT WAS

THE MONTH THAT WAS The latest news and views from the world of office supplies

In the first year of the plastic packaging tax, HMRC collects £276m

BOSS Special Interest Group to support collective members

The Government collected more than £270

Business Solutions, Office Friendly,

UK Dealer Groups Advantia, Integra

million from the plastic packaging tax (PPT)

Nectere, NEMO Office Club,

during its first year, official figures show.

Superstat and Dealer Solutions

The HMRC report shows that receipts for the

Provider Office Power have come

financial year of April 2022/23 totalled £276 million. It

was £41m more than the Treasury predicted after it forecast receipts

of £235 million from an estimated 20,000 manufacturers and importers

together with the BOSS Federation to form a special interest group. The

for 2022/2023. Other statistics released by HMRC show that 4,142

group will work to highlight issues

Of the total plastic packaging manufactured in and imported

the business supplies industry and

businesses had registered to the PPT as of August 8, 2023.

into the UK in 2022/23, 39% was declared as taxable under the PPT, HMRC said. A further 40% was declared as packaging with 30% or more recycled plastic, and 21% as either exported, intended for

export or converted. Of the total plastic packaging declared, 52% was manufactured in the UK and 48% was imported into the UK.

The tax was raised to £210.82 per tonne as of April 1, 2023.

that affect dealers operating within provide a conduit where these issues can be fed back to the wider industry or taken to government.

The Forum held their first meeting on the 1st of June and elected Aidan McDonough, CEO Integra Business Solutions as their Chair.

Should employers be able to enforce a return to work?

Research has revealed that the UK is divided on

disagreement or strong disagreement regarding the

time return to the office.

to the office. Another 36% of respondents remained

whether employers have the right to enforce a fullIn a study conducted by Censuswide on behalf

of flexible office specialists Space32, slightly more than half of the British population (53%) agreed

authority of employers to enforce a complete return

undecided about whether company leaders held the prerogative to mandate a daily return to the office.

These findings coincide with actions taken by

with the notion that employers possess the right

various organisations such as Goldman Sachs, Google,

five days per week.

flexible work options in an effort to enhance company

to request their employees to return to the office A mere 11% of the participants expressed

[06] SEPTEMBER 2023

www.dealersupport.co.uk

Meta, Disney, and Twitter, which have curtailed culture and productivity.

THE MONTH THAT WAS

INDUSTRY

Four-day work week lowers stress, increases retention Almost every UK company that took part in the world’s biggest four-day week trial has decided to continue with the reduced working hours model. 92% of the 61 participating companies has confirmed the policy is a permanent change.

The UK trial showed the main benefits of shorter working hours were around wellbeing with 39% of employees saying they were less stressed, and 71% having reduced levels of burnout at the end of the trial. Also, levels of anxiety, fatigue and sleep issues decreased, while mental and physical health both improved.

Results showed increased productivity and engagement too, with organisations reporting revenue increases of 35% on average, compared with other periods, and the number of staff leaving decreasing significantly, dropping by 57% over the trial period.

BOSS 2023 Awards: Nominate your “Rising Star of the Year” Scheduled to take place on November 30th, 2023, at the Kimpton Clocktower Hotel in Manchester, the BOSS Awards are on the horizon, poised to spotlight exceptional accomplishments within the industry.

The event promises an evening of recognition and celebration for

Social media is now the top sales generator for one in four UK small businesses A quarter (28%) of small businesses in the UK are now generating more sales from social media than from any other channel, including e-commerce and bricks-and-mortar stores.

A study by BT investigated social media strategies used by over 500 small businesses in the UK and found that Meta-owned platforms, particularly Facebook (30%), Instagram (18%), Twitter (10%), and TikTok (9%), were crucial for revenue generation.

exemplary professionals who have demonstrated outstanding abilities in their respective fields.

An avenue to commend the hard work and dedication of colleagues, the BOSS Awards actively encourage individuals to either self-nominate or put forward deserving peers for consideration in the category of “Rising Star of the Year.”

This esteemed award is designed to highlight individuals who have propelled their careers through the assumption of increased responsibilities. Whether by significantly contributing to their company’s success or by providing exceptional service to customers, suppliers, and external stakeholders, recipients of this award stand out

Interestingly, social media is gaining popularity compared to other marketing tools for sales generation.

A quarter (25%) of businesses use organic/non-paid social media, and 22% use paid social media posts, which are more widely utilized than traditional tactics like direct email marketing (18%), SEO (15%), partnerships (11%), and leafletting (11%).

as exemplary professionals making a noteworthy impact.

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

INDUSTRY

NEWS REPORT

NEWS REPORT The year to date: What have we learned so far?

With more than half the year under our belts, how has it really been going?

H

ow has 2023 been for

challenges, has been relatively steady for

you so far? As we cross

members with figures showing an improvement

into the final months

against 2022. Price volatility and stock issues

of 2023, we reflect on

have started to settle, although increased

the year to date and

operating costs and high inflation is still having

lessons learned in the

a major impact on dealers’ businesses.”

industry. Across the dealer community, the

Steve Carter, managing director at

general consensus is that the first half of 2023

Advantia, echoed these thoughts, “The early

could have been better, but also could have

part of 2023 was really a continuation of

been much worse.

what we experienced in 2022, where factors

It’s not been the easiest first half,

beyond our control, such as raw material

particularly for the smaller dealers. Research

costs, the war in Ukraine, energy costs etc,

from Aldermore’s SME Growth Index found

continued to have a big impact on the cost

that one in four SMEs who had experienced

of goods. Having recently had conversations

supply chain delays had seen a financial hit as

with a large cross-section of manufacturers

a result. Of those affected, the average loss

and suppliers, the general feeling is that

of income was in the region of half a million

pricing has stabilised and, unless something

pounds - not a figure to be sniffed at.

unexpected happens, should remain that way

But the good news is, as the first half wore

for the remainder of 2023.”

on, things started to improve, as Sian Haskell,

In terms of sales, the latest BOSS/GfK

director of marketing at Integra, explained,

Panelmarket report suggests things have been

“The first half of 2023, whilst still with its

a mixed bag. Tracking 36 product categories

[08] SEPTEMBER MAY 2022 www.dealersupport.co.uk 2023 www.dealersupport.co.uk

NEWS REPORT

INDUSTRY

which is helping dealers embrace new product streams in an easier, less daunting manner. He said, “We have recognised that many dealers specialise in specific areas.

This has allowed us to roll out a collaborative working arrangement across the group, where our dealers can work together on enquiries and projects. We have been really encouraged by the success of this initiative during the year and have plans to develop this further as the year goes on.”

Price volatility and stock issues have started to settle in the Office & Stationery sector revealed sales in January and February were below

Of course, it’s not all just about

those of 2022, while March to May saw things

diversification. A critical driver is also the

pick up and exceed 2022 levels. June saw a

need to adapt to the changing face of the

contraction, but BOSS expects things to pick

workplace, as Sian noted, “The hybrid working

back up once more for a robust final quarter.

model is the new norm, and we have seen

DIVERSIFYING FOR SUCCESS

dealers respond to this, adapting systems and resources to support their customers.”

Mitigating the financial pressures of the

Steve added, “We have come to accept

post-pandemic world has seen an increase

that flexible working is here to stay, so we have

in diversification among dealers. Our own

had to adapt to this. I am a strong believer that

‘State of the Industry’ report earlier in the

wherever there is change, there is opportunity.”

year showed that 53% of dealers are actively

The recent Greenhouse Candidate

looking to diversify, with workwear a top target

Experience Report, surveying over 800

category for new products. Sian agreed, “The

UK-based employees, found that the large

basket of products continues to diversify

majority (77%) would actively search for or

rapidly with growth in categories such as

be open to a new job if their company rolled

workwear, facilities supplies and tech.”

back flexible work policies. Alongside this,

Diversification doesn’t always have to

companies will struggle to hire top talent if

be a case of striking out into unfamiliar

they don’t offer hybrid roles, with more than

territory alone, either. Steve noted that, within

40% saying they wouldn’t apply to a job that

Advantia, there is a sense of collaboration

doesn’t offer partial work from home.

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

INDUSTRY

NEWS REPORT

While employers may be lamenting the loss of office personnel, dealers continue to capitalise on the opportunities presented by this new way of working, as Steve explained, “Furniture sales have been strong as many businesses have and continue to redesign the workspace, making it more attractive for employees to return to the workplace. For those employees who remain working from home, there is a requirement to kit them out

We have come to accept that flexible working is here to stay, so we have had to adapt to this

with the right furniture and DSE.”

LOOKING AHEAD

compared to almost £2 in July 2022. That’s a

The back half of 2023 is promising to be

welcome bit of breathing room for dealers

slightly smoother sailing. The latest update

running their own fleets; forecasts suggest

from the Office for National Statistics

that prices will not go back up, and could

suggests that the supply chain problems of

even reduce further.

the post-pandemic world are largely behind

One thing that is not going anywhere fast

us, with just 7% of businesses reporting

is the push to be more sustainable in business

disruption in June 2023, down 3% from May.

and action. Steve noted, “Sustainability is an

Other problems persist, particularly the

absolutely key factor in everything that we do

stagnant UK economy. With the Bank of

as an industry going forward. This has to be

England raising interest rates to an all-time

the area of main focus, for the whole industry,

high of 5% in June, individuals continue to

throughout the remainder of this year and in

be financially squeezed, which will inevitably

years to come.”

have a knock-on effect for businesses of all

That’s a challenge that all dealers will have

shapes and sizes. But it’s not all bad news.

to face in the coming years, and one which will

Energy prices have dropped dramatically

inevitably require investment. Nevertheless,

in recent months, including gas and

the outlook from dealer groups is full of

electricity, as well as fuel for vehicles. The cost

optimism, as Sian noted, “We know that the

of motor fuel, in particular, has fallen almost

independent dealer channel is resilient and

a quarter in the year to July 2023, with diesel

has the ability to respond to the challenges it

now averaging around 143.2 pence per litre

will face in the coming months.”

[10] SEPTEMBER MAY 2022 www.dealersupport.co.uk 2023 www.dealersupport.co.uk

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INDUSTRY

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

Three in a bed: Inside Nemo’s triple wholesaler strategy Nemo Office Club is the first dealer group to sign with the revived Spicers; managing director TIM BEAUMONT explains his ethos behind spreading across three wholesalers

W

ith over a decade of experience leading a dealer group, Tim Beaumont, managing director of Nemo Office Club, has an interesting vantage point from which to survey the world of resellers and dealers. Overall, his outlook is a positive one, as he noted, “There’s been a prediction for some time now that many dealers will go out of business, but that has not happened on any great scale, primarily due to entrepreneurship and agility, allowing them to avoid the break-up and disruption of other larger industry companies.”

Looking back over 2023 so far, Tim noted that there have certainly been some challenges. With dealers struggling to get their hands on enough supplies in a timely fashion, it’s been an uphill battle to provide great service while also managing the day-to-day. “It is improving, but it’s still not where it should be,” Tim added, “That’s been a distraction for dealers from the

[12] SEPTEMBER 2023

www.dealersupport.co.uk

important focus of growing their business.”

That’s not to say all dealers at Nemo Office Club are failing to grow; indeed, some are doing exceptionally well. “We have many dealers that are actually in growth through innovative customer service-led focuses,” Tim noted. He further explained that customer service is where independent resellers can really win, because it is an area where they can offer a unique service. “Our Keep It Local campaign and the way members have used that to differentiate themselves from the issues consumers and businesses currently face when now dealing with larger companies has been key.”

“In general, customer service in this country has gone out of the window, particularly at the biggest companies. If you deal with any utility firm, or any bank, it is a frustrating, time-consuming challenge that typically ends in an unsatisfactory conclusion. They’ve given up on customer service, so as independent businesses we have an opportunity to excel in this area; that’s where we are winning, and will continue to do so.”

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

INSPIRING GROWTH Nemo Office Club has been working to encourage members to actively market to new customers.

Through a programme called Affinity Booster, the group provides a year-long email marketing campaign to targeted sector prospects sourced from the UK’s leading B2B data source provider. Tim explained, “Marketing is always simple for me; if you sell to three solicitors, or any other high-spending profession, why wouldn’t you get a list of every other company in that profession in your area and go to them saying, ‘We supply businesses like yours, we understand your needs and how to deal with your pain points, and we’re very good at it. Can we talk?’”

But then comes the other challenge - to diversify or not. Tim believes that diversification is key to success, and notes that Nemo Office Club invests heavily in making it easier for its members to branch out.

“In our industry we have been slow to diversify, often for no other reason than it is not as simple as what we are used to doing and it involves facing unfamiliar competitors. In any sector, there will already be suppliers of these new products, and it is a challenge to confidently break into those markets; the support of the wholesalers remains fundamental.”

Tim confirmed that the wholesalers are generally supportive in this evolution, regularly enquiring as to what the dealers are selling and looking to add to their stocks. And Nemo Office Club has a unique strategy when it comes to wholesalers…

INDUSTRY

THRICE THE BENEFIT Nemo Office Club has an ongoing relationship with Exertis that strengthens with each week that passes, and the group has recently renewed its contract with VOW for a further two years. Most interestingly however, Nemo Office Club became the first group to sign a new deal with Spicers.

In general, customer service in this country has gone out of the window

Tim believes this three wholesaler strategy is the most beneficial to members. “We’re very straight and transparent when it comes to the wholesalers. We want a relationship with them all and let our dealers choose which is best for their business at the time. We have always believed in this approach and recent history has taught us that it is a sensible strategy, and one that provides our members with options and ongoing reassurances rather than having all our eggs in one basket.”

Tim also believes that the increased competition from having three players in the market will benefit dealers. “We all know what competition brings,” he explains, “better customer service and a stronger

www.dealersupport.co.uk SEPTEMBER 2023 [13]

INDUSTRY

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

negotiating position for dealers with the wholesalers knowing that if they do not deliver to standard, there are alternatives out there – no room for complacency, which I think is an exciting prospect for the independent reseller and will help them in their battle against larger industry players.”

For Nemo Office Club members, the integration of a third supplier has not been an issue thanks to the unique coding used in their dealer marketing. This cross-references to sources of supply across all three wholesalers, along with manufacturer direct sources of supply. Of course, the dealer remains in control of their sourcing, and can switch without any impact on their customers’ ordering process, if the need arises.

“It’s all about empowering members with the tools and information to be successful; the coding method is a tried and tested success story, and the re-introduction of Spicers fits perfectly into this model,” explains Tim.

A MILLION PRODUCTS Spicers are making a strong comeback into the wholesaler market, and revealed earlier in the year that they are targeting having a million products on offer by the end of 2025. That’s an optimistic promise that Tim hopes they can keep.

[14] SEPTEMBER 2023

www.dealersupport.co.uk

It’s all about empowering members with the tools and information to be successful

“A million products seems a huge target, but it highlights the level of ambition that is required to support dealers at a time when they’re moving into a range of new markets and product categories. Whether they hit one million by 2025 remains to be seen; it will be a logistical challenge, but the direction of travel is right. If we head towards those targets, then dealers will be well armed to grow and succeed.”

There’s still a lot of ‘ifs’ to contend with, but overall, Tim’s message is clear: Having Spicers back in the mix is good for competition, and good for the independent dealer. “Three main wholesalers, competing for the business of the independent resellers creates an exciting battle with exciting times ahead. Our job is simple - to make sure that our members are the ones that come out the winners.”

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INDUSTRY

E X E R T I S T R A N S F O R M AT I O N

Moving to bigger premises will be transformational for Exertis STEVE CARTER, MD of Advantia, praises Exertis and explains why they are no longer the third placed wholesaler

F

or the last three years,

the team at Exertis is like a breath of fresh air. I

I have had the pleasure

know where their strengths lie, and equally, they

of working alongside

know the strengths of the dealers and dealer

the management team

groups. When you combine the two and work

at Exertis Supplies, and

closely together, you end up with a very strong and

when I say pleasure, that is

harmonious relationship.

exactly what it has been and continues to be. In the

If I had a pound for every time somebody

roles that I had previously held, I had spent a lot of

said that Exertis are great but they don’t have the

time working inside both Vow and Spicers, and in

range, I’d be able to buy a season ticket for Spurs.

both there were some very talented and personable

So, let’s try to put this one to bed once and for all.

people, many of whom I had great working

In my opinion, having 10,000+ business supplies

relationships with and still do.

lines, 4,000+ ink and toner lines, and 8,000+ lines

The one thing that I felt was missing was a real

in the tech category makes for a healthy range of

bond of togetherness; the feeling of more than just

products. The range is added to on a weekly basis,

a supplier and customer relationship; the feeling

but the one slight hindrance has been a lack of

where you are in it together side by side, warts

warehouse space in the Exertis Supplies division,

and all. That is exactly the feeling that I have had

which leads me nicely on to the main point of this

for the last three years, and working alongside

month’s column.

[16] SEPTEMBER 2023

www.dealersupport.co.uk

E X E R T I S T R A N S F O R M AT I O N

MOVING TO BIGGER PREMISES When I was told that Exertis Supplies had taken

without worrying about space constraints.

Having worked closely with the Exertis team,

the decision to move to far bigger and more

additions to the range are generally made after

modern warehouse premises at Interchange 26

consultation with customers, as opposed to just

near Cleckheaton, it was music to my ears. I’m sure

putting lines in that may or may not sell. There

it was to the whole Exertis customer base. Coming

will also be less of a reliance on drop-ship items,

from an operational background myself and

as many of the faster-moving lines can be pulled

having visited the Exertis Supplies site in Elland

into stock.

several times, I could see that the next logical step would be a move to a bigger warehouse site, as

A BREATH OF FRESH AIR

Elland was full to bursting.

For me, the biggest positive is that DCC, the

If truth be told, I wasn’t expecting it to happen

INDUSTRY

owner of Exertis and a £22bn business, is fully

quite so quickly, but that’s Exertis for you. They

supportive and willing to invest in the industry.

just get on with things in the background and don’t

They have seen the huge strides that Exertis

make a big song and dance about it.

Supplies has made in recent years in becoming a leading wholesaler, and they have quietly supported that growth.

The one thing that I felt was missing was a real bond of togetherness

There is now a meticulous plan of action to follow in order for the move to begin, with the new site set to enter operation in October 2023.

From a personal perspective, I will refer back to my earlier comment: it is a real breath of fresh air working alongside Exertis. Until March 2023, they had never worked with a dealer group, and at that stage, they were probably viewed as a long way back in third place in terms of being an office supplies wholesaler.

I can see many advantages in the move to

What Exertis Supplies has achieved in the

Interchange 26. First of all, Exertis Supplies has been

last three years is quite remarkable, and I know

operating out of two warehouses - Elland and Raunds

that they won’t be resting on their laurels; they

- so the move will allow everything to be stocked and

will keep pushing on. In my personal opinion,

dispatched from one single location. Further additions

Exertis Supplies is no longer the third-placed office

to the range can then be made as and when needed

supplies wholesaler.

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

LEADERSHIP

R E T H I N K I N G D E L I V E R Y S T R AT E G Y

Next day delivery?

Rethinking the approach The post-pandemic era calls for conversations with customers and strategic changes in delivery approaches to embed the more considered delivery model, and not slip back into the rat-race

I

n a decade marked

THE NEED FOR SPEED:

same-day deliveries. However, the COVID-19

by a frenzied race for

THE FAST-PACED DECADE

pandemic abruptly halted this race, compelling

faster deliveries in the

Over the past decade, the office supplies

dealers to reconsider their priorities—and those

office supplies sector,

industry has witnessed intense competition,

of their customers.

the pandemic has

with companies striving to outpace one another

Is it time to admit that we might have

prompted a pause for reflection. Do dealers

in delivering orders to customers at breakneck

pushed ourselves too hard during this past

need to engage in dialogue with customers

speed. Inspired by industry giants like Amazon,

decade by constantly trying to outdo our

to reduce delivery frequency, cut costs, and

which promised ever-shorter order times, many

competitors, promising next-day or even

minimise their environmental footprint?

jumped on the bandwagon. The ultimate goal:

same-day deliveries? The pandemic has

[18] SEPTEMBER 2023

www.dealersupport.co.uk

R E T H I N K I N G D E L I V E R Y S T R AT E G Y

THE IMPORTANCE OF CONVERSATION

According to dealer groups, many dealers have now made the shift to 48-hour deliveries, and it has been a change welcomed with open arms. While there are instances where urgency demands immediate action,

LEADERSHIP

Does the customer really want same day or next day delivery?

such as running out of ink cartridges, most customers appreciate receiving a complete

businesses desires to be more sustainable

order within a 48-hour window.

and actively driving down carbon footprints.

Of course, it’s important to stress that

One of the most immediate and

any changes to delivery times should be

tangible advantages lies in mitigating the

based on conversations with customers to

adverse impacts of rising fuel costs. As

guarantee that the solution benefits both

we continue to grapple with volatile and

parties. The aim is to foster a sustainable

unpredictable fluctuations in fuel prices, the

approach that works for everyone involved,

need to optimise delivery routes becomes

and for the industry not to revert to feeling

not just an eco-conscious choice but also

pressured to offer same-day and next-day

a financial imperative. By engaging in

deliveries as standard. It seems clear that the

meaningful discussions with customers on

48-hour delivery model has proven its worth

the benefits of consolidating their orders,

given resellers the opportunity to reconsider

over the past few years, and it’s a model that

dealers can effectively cut down on mileage,

whether customers genuinely demand same-

benefits dealers and their customers on a

which, in turn, dramatically reduces fuel

day or next-day delivery, or if it was merely

number of levels.

consumption and the associated expenses, both environmental and financial.

an assumption. What was discovered during COVID times was that many customers are

DRIVING SUSTAINABILITY

quite content to wait an extra day to receive

Beyond the realm of efficiency and

deliveries reinforces resellers’ positions as

a complete order rather than dealing with

convenience, there’s a growing environmental

environmentally responsible businesses,

multiple partial deliveries on different days.

aspect to consider when making fewer but

which can be a compelling selling point for

For many customers, they too have

larger deliveries to our customers, especially

attracting and retaining customers who value

given soaring fuel prices.

sustainable practices. By aligning operations

realised that receiving separate delivery notes for products arriving on different

While enhancing operational efficiency

Furthermore, embracing consolidated

with eco-friendly principles, dealers can not

days has added unnecessary complexity

and customer convenience is, of course,

only reduce their impact on the environment

to their administrative workload. This

important, it is also important to remember

but also appeal to a growing segment of

often requires extra time in their accounts

the escalating environmental concerns

conscientious consumers who actively seek

department to reconcile deliveries and

associated with frequent deliveries. Dealers

out businesses that share their commitment

ensure nothing is overlooked.

could encourage discussions with customers

to preserving the planet.

So, for many, contrary to popular

about consolidating orders to reduce

Making fewer deliveries is a financially and

belief, a consolidated single delivery

delivery frequency. This shift towards

environmentally responsible choice for dealers,

simplifies the process and can significantly

making fewer, consolidated deliveries bears

and if customers find this approach agreeable, it

enhance efficiency.

significant ecological benefits, aligning with

could become the new industry standard.

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

LEADERSHIP

MORGAN & MORGAN

Carbon neutral by 2025: The Morgan & Morgan story

Nestled in the Welsh countryside, Morgan & Morgan is tantalisingly close to its net-zero goals; Managing director MICHAEL MORGAN brings us up to speed

T

alk of sustainability and achieving net zero

the staff not to use the air conditioning - they have bought into this

is becoming commonplace in the reseller

completely,” Michael notes. “On sunny days we simply open a window.

community, but few independent dealers will

The working environment for our staff is paramount, but there are simple

have delivered such rapid progress as Morgan &

measures that can be taken to avoid wasting power – our internal and

Morgan, a leading office solutions company nestled

external lights have infrared motion sensors switch off when not needed

in the beautiful Welsh countryside on the edge of a former mining town.

“We set ourselves an initial goal to be completely Carbon Neutral by 2026” founder and Managing Director Michael Morgan tells Dealer

and all PCs and other office equipment have state-of-the-art standby devices to minimise consumption.”

With a purpose-built energy efficient building in place, Morgan &

Support. “However, such has been our passion and determination to

Morgan set about generating their own power. “We’re fortunate that we

achieve this, we are ahead of schedule and on course to get there by 2025.

own the building that we are in,” Michael explained, “and we are also

That will be a fantastic achievement.”

fortunate that it is south facing which gave us the perfect opportunity to invest in in solar photovoltaic panels for the roof. That’s complemented

SUSTAINABILITY FROM THE GROUND UP The Morgan & Morgan sustainability journey started back in 2005,

with a 60kw battery storage solution to prolong the availability of power.

“On sunny days 100% of the power to run our business comes from

when carbon reduction was barely on the radar for most businesses. The

our own solar-generated energy. This means in summertime we’re now

company was building its own premises and had the foresight to consider

completely off grid; we are now looking at ways of achieving the same for

how the world was evolving, leading it to specify the very best insulation

the remainder of the year, with the installation of wind turbines currently

in the form of Kingspan quadcore insulated panels. The building

being explored.”

also incorporated other energy efficient technologies into the design, including structural curtain walling for high U-values and airtightness. At

REDUCE, REUSE, RECYCLE

the time, many would have considered these unnecessary extravagances,

Occupying space in a rural community means Morgan & Morgan are

yet today they are paying dividends in putting Morgan & Morgan ahead

acutely aware of everything they consume and produce as a business.

of the rest in quest for carbon net zero.

Over the years, the company has worked to reduce and reuse as much

“Our office heating is provided by heat exchangers, and we encourage

[20] SEPTEMBER 2023

www.dealersupport.co.uk

as possible, then recycle anything left over. These efforts have resulted in

MORGAN & MORGAN

LEADERSHIP

entire Morgan & Morgan team on the journey and get them buying into the drive and the benefits of working for a sustainable company.”

One such benefit has been providing staff with access to the solar power app and the energy being produced on-site. With a swathe of EV chargers installed, Michael encourages staff to use these to charge their cars, whether they are work vehicles or personal vehicles. “60% of our van fleet is now electric with more on the way, but we also encourage our staff to switch to electric and take advantage of our self-generated power. This gets them engaged with our aspirations and makes them passionate about the project.”

MAKING THE MONEY WORK Morgan & Morgan is all about ethical practice, and that extends beyond just energy and carbon emissions. The company is part of the Nemo Office Club dealer group’s Keep It Local campaign, supporting local businesses and lowering their carbon footprint in the process.

“It’s important that we are consistent with the Keep It Local message,”

In summertime we’re now completely off grid

considers Michael, “Whatever we buy for Morgan & Morgan, from vans and solar panels to EV chargers, we look to source from local companies. Keep It Local is not just a marketing gimmick - it is at the heart of what we do.”

“As a business, we’ve never sold on price, ever. We sell on quality,

the entire 15,000-square-foot business producing only one wheelie bin

reliability, longevity and of course our amazing service – something

of waste a week, which is a remarkable achievement for a company that

that we believe can only come from a local independent supplier that

reclaims and recycles all its clients’ packaging too.

has a passion for what they do. There is still work to do to educate some

“I think people forget a part of reduce, reuse, recycle. There’s some

customers about the benefits of opting for sustainable products rather

focus on the reduce; there tends to be even more emphasis on the recycle,

than always looking for the cheapest price. As a business we will never

but they don’t pay much attention to the reuse bit in the middle,” explains

get dragged into the race to the bottom - no business ever should. If you

Michael. Reuse is a key element of the Morgan & Morgan strategy,

have your proposition right – a good sustainable message and unmatched

turning potential waste into reusable assets such as shredding documents

customer service – price should not be the key deciding factor.”

for pet bedding or repurposing outdated PCs for resale.

For Morgan & Morgan, however, it does not stop with reusing

But ethics and sustainability need to be balanced with profitability investments for net zero are high and need to be financially sustainable.

what they and their customers produce. They even collect the

This is a fact not missed by Michael, “Yes, the solar panels and the electric

rainwater falling on the roof of their building and use it to wash

vehicles come at a cost, but when tax breaks and financial savings are

company cars and vans. In the future, the company hopes to integrate

considered, these investments make financial sense too. You must look

this into the water supply to office toilets as well.

at the whole cost of the investment. Electric vehicles are more expensive

Achieving net zero will certainly be helped with all these

to purchase or lease, but when you consider the ongoing maintenance

technologies in place, but Michael noted that the final push to success

and fuel costs, they often work out cheaper. It is important to look at the

must come from the buy-in of the staff using the building. “It’s all

bigger picture and not just the initial investment when considering the

very well for me to take it on board as MD, but I need to take the

financial impact.”

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

LEADERSHIP

MORGAN & MORGAN

ok, thrived even. You need to figure out a way to carve a niche and

You need to figure out a way to carve a niche and be an invaluable resource

be an invaluable resource. If you do, you will be resilient. And I think we are resilient.”

Post-pandemic, Morgan & Morgan has seen a bounce-back in categories outside of technology, although Michael notes that this has been at a lower volume than previously. Part of that, he attributes to the working from home and hybrid working shift, but he also notes

DIVERSIFICATION MEANS RESILIENCE Turning to pandemic recovery, Michael proudly pointed out,

that people are changing the way they are doing business.

“As a dealer it is important to stay abreast of trends and changing

“We’ve got a large technology side of the business. So, in truth, the

markets. For example, on the one hand, we sell loads of paper and

pandemic was a growth period for us overall, even though there

printers. Yet, on the other hand, we sell solutions such as DocuSign,

was a significant decline in office supplies. However, like many

which is electronic signature software that reduces the need for

businesses, we had to adapt and worked hard to win business like

paper. As a business we need to sell all these solutions to ensure that

the Nightingale Hospitals in the region which helped to support our

the reduction of paper sales does not have a detrimental impact on

numbers also. It is about acting fast and adapting your business as

our overall income and profitability.”

necessary. For us, managed print declined massively, but that was compensated by 100% growth on the technology side.”

Michael notes that this diversity in his revenue streams enabled

Within that change of habits is a change in buying behaviour too.

Michael noted that there has been a shift from businesses looking for different specialists to towards single source suppliers they know they can

Morgan & Morgan to thrive during what was a very difficult time

trust. “As independent resellers, we have long pitched ourselves as single

for most dealers. He added, “For 15 years, I’ve been banging on to

source solutions. With our ability to diversify and a change of attitude from

everyone that you must diversify, and I think the pandemic is a good

businesses towards what is important when sourcing for their company,

example of why businesses need to do that. Those that adapted did

there has never been a better time to be part of the independent sector.”

[22] SEPTEMBER 2023

www.dealersupport.co.uk

WORKPLACE TRENDS FROM 3M

SALES SUCCESS

Workplace intelligence from 3M Identifying today's trends to make tomorrow's sales easier

T

he Post-it® Brand is one

their jobs are becoming more complex, with issues

we’re all familiar with. For

such as maintaining team cohesion and facilitating

over 40 years, these humble

collaboration some of the most pressing issues.

sticky notes have been part of our world, keeping our day-to-day lives on track

and making us more organised individuals.

Over the past couple of years, the workplace has

RESPONDING TO THE CHANGING OFFICE NEEDS In response to the findings of this research, 3M has built out the Post-it® Brand to be more appealing, and

changed significantly. As a long-standing brand that is

easy to sell in these changing times. This includes

a must-have in any dealer’s listing, Post-it® Brand has

making products more appealing to hybrid workers,

worked hard to stay on top of the changing trends and

highlighting the variety of communication

ensure it is supporting its resellers in the best ways.

activities that can be facilitated with Post-it® Notes,

Recent research into workplace trends is a clear example of this thought leadership. In 3M’s Flexible Working Trend update, released at the end of last

and ensuring there are budget-friendly options to suit all corners of the market.

People know the Post-it® Brand, and the majority

year, the firm found that 62% of employees work

of those looking for sticky notes will head directly

from home at least part of the time.

for the best product they can. That makes them an

In the UK, 70% of workers wish to work on

of employees want to work on a hybrid basis Only 6% want to work from the office all the time

easy sell, and as a premium brand with unrivalled

a hybrid basis, although only 6% want to work from

product performance and brand loyalty, Post-it® Notes

the office all the time.

are an invaluable addition to any dealer’s catalogue.

This hybrid environment naturally brings with

Nevertheless, understanding what the industry’s

it some challenges too. The number one challenge

challenges are right now and how brands such as

identified in the 3M study was keeping connections

Post-it® Brand can help solve them can add

within teams. Managers say

70%

more leverage to the proposal.

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

SALES SUCCESS

WORKPLACE TRENDS FROM 3M

44%

of UK workers currently work remotely in 2023, which is made up of 16% full-time remote workers, and 28% hybrid workers - source: ONS

FACILITATING COMMUNICATION AND COLLABORATION

DID YOU KNOW...

The functionality of the humble sticky note

THE POST-IT ® BRAND

doesn’t stop at timely reminders. Hybrid workers need to make the most of their time in the office,

HAS GONE DIGITAL TOO

undertaking effective and efficient collaboration to

The switch to digital hasn’t

share knowledge and progress projects while the

gone unnoticed either.

team is all together.

Collaboration with brands like Teams and Miro has

Colour and Super Sticky Post-it® Notes really come into their own when it comes

moved Post-it® Brand from

to collaboration - functioning as excellent

the physical world to the

brainstorming tools, labels for items, and tracking

digital, letting team members

progress in a project or discussion.

take visual planning tools with them wherever they

Alongside the standard square note, workplaces are finding benefits in using the larger

are. Today, both mobile and

formats to make more detailed notes and to-do

Microsoft Team versions of

lists. Combining large and small notes of different

the Post-it® App allow you to

colours creates a project management timeline

instantly capture your team's

that is flexible, adaptable and easy to read.

CREATING AESTHETIC APPEAL

style and personality at home, work and school.

Post-it® Note brainstorm

From the vibrant tones of Carnival to the soft

sessions via the device's

neutrals of Soulful, Post-it® Brand has created a

camera and share this to a

Hybrid workers demand more from their

palette that is designed to inspire every type of

multitude of applications

environment, something that has been reflected

personality and preference.

and team members within a

in the trend to make offices more aesthetically

As well as looking good, the variety of

appealing. Colour is a crucial part of this, and

colours makes it easier for workers and teams

Post-it® Brand has responded by revisiting the

to stay on track, organising thoughts in a

colour palette available for its products.

colour-coordinated manner. Naturally, the

In early 2022, Post-it® Brand partnered with

range of flags and tabs that come with the

the Pantone Colour Institute to develop even

Post-it® Brand can further facilitate planning

more colour ranges. What came out of that

and collaboration, highlighting important

partnership was 11 new and refreshed colour

events or adding notes and markets to existing

collections, perfect for reflecting individual

planning boards.

[24] SEPTEMBER 2023

www.dealersupport.co.uk

matter of seconds!

WORKPLACE TRENDS FROM 3M

SALES SUCCESS

• Post-it ® Recycled Notes use 100% PEFC certified recycled paper

TACKLING SUSTAINABILITY While businesses remain keen to facilitate effective hybrid working, the theme of sustainability runs strong through everything they are doing. Post-it®

• Adhesive is from a renewable resource, with 60% plant-based components

Brand has strengthened its eco credentials to demonstrate its commitment to helping businesses achieve their climate goals.

All Post-it® Notes are fully recyclable, but that’s just the start of the journey. The paper used for all Post-it® Notes and Post-it® Meeting Charts are PEFC Certified.

The adhesive itself now uses 60% plant material from a non-food plant that grows annually. Across the brand, Post-it® is driving New packaging has replaced PVC wraps with cardboard

holding ​​Superior Energy Performance (SEP) certification.

3M is working towards some ambitious

towards 100% recyclable or reusable packaging,

climate and energy goals for 2025, including

swapping plastic boxes for cardboard and

improving energy efficiency by 30% and

removing PVC from over 1,000 product lines.

achieving greenhouse gas emissions at least

Post-it® Recycled Notes take things a step

50% below its 2002 levels. Progress is going

further, with 100% recycled paper and

remarkably well, with 56 of 3M’s sites certified

PEFC RECYCLED Certification.

to ISO 50001, leading to a reduction in CO2

On top of all this, Post-it® Notes’ life

emissions of 310,000 metric tons to 2021.

cycle management ensures the best possible

With businesses eyeing net zero goals,

sustainable solution, from manufacturing

knowing where the products we sell them come

right through to the end of the product’s

from, and what their eco-credentials are, is only

life. This is more than just recycled - it’s

going to become more important in the coming

about a circular economy for every product.

years. 3M has done the hard work for dealers,

The manufacturing plants are ISO Certified

presenting a product that ticks all the sustainability

to ISO 50001, with many plants also

boxes without compromising on quality.

TEAMWORK: The new normal

ME WORK

Mostly in the office Individual focus Information exploration Reflection Idea incubation Taking individual actions ●

●

●

●

●

TEAMWORK

●

In the office Exposure to new perspectives Leveraging expertise Sharing and building on ideas Developing solutions together

NEW NORMAL

●

●

●

Anywhere Embrace working from any workplace Sharing and building on ideas Developing solutions together Idea incubation ●

● ●

●

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

SALES SUCCESS

WORKPLACE TRENDS FROM 3M

• 1 in 4

employees are hybrid working in 2023 • Friday is the most

popular day to work from home, with 67% of workers favouring it

10

THOUGHT LEADERSHIP TO HELP THE DEALER

◆ Brainstorming

behind it. Through 3M’s hard work in staying

CREATIVE WAYS TO USE POST-ITS

◆ Route planning ◆ Map marking

◆ Project management ◆ Day-to-day planning ◆ Mind mapping

◆ Timeline planning

BUDGET-FRIENDLY OPTIONS The brand has responded to the current economic climate by providing storage-

◆ Communication

◆ Praise and feedback ◆ Inspiration

Success as a brand is a testament to a simple product, well-designed with a powerful ethos on top of current trends and developments, it’s making it even easier for dealers to sell this flagship organisation and communication tool to their customers.

Embracing the changes that 3M has brought to the Post-it® Brand and the ongoing work to ensure it’s fit for the future makes this product a must-have for any dealer’s catalogue. Whatever the customer’s priority, there’s nearly always a problem that can be solved with a Post-it® Brand product.

friendly ‘value packs’ that fit neatly into a drawer or cupboard, offering excellent value for money. Financial propositions such as ‘buy 14 get 2 free’ or ‘20 for the price of 16’ has allowed Post-it® Brand to reach more effectively into the hybrid working market, leveraging the love of the brand against costof-living concerns and finding a happy medium.

[26] SEPTEMBER 2023

www.dealersupport.co.uk

FOR MORE INFORMATION

Please visit www.post-it.co.uk

You can also get in touch with 3M

by emailing swilliams6@mmm.com or krshepherd@mmm.com.

Make a difference with Post-it® Notes and Scotch® Tapes

Post-it® Recycled Notes and Post-it® Super Sticky Recycled Notes

ADHESIVE 60% MADE WITH PLANTS*

100% RECYCLED PAPER AND CARDBOARD

*60% from plants that grow annually 3M, Post-it, Magic, Scotch and the plaid Design are trademarks of 3M. 3M 2022. All rights reserved

Scotch® Magic Tape ™

TAPE MADE FROM 53% PLANT-BASED MATERIAL

100% RECYCLED PAPER AND CARDBOARD

SALES SUCCESS

CLEAN AND GREEN

Keep it clean (and green)

With hygiene still on the minds of many businesses, where is the sweet spot between products that are effective and those that won’t damage the environment?

K

eeping workplaces clean and hygienic has taken

‘superbugs’ that resist other forms of antibiotics.

But what alternatives are there when a

on a new meaning

business wants to maintain a healthy and hygienic

since the pandemic.

environment? In a recent report published by

Facilities management

Cleaning & Hygiene Suppliers Association

has always called for

(CHSA), information from CHSA members,

high-performance products, but with a new

who comprise manufacturers and distributors of

awareness of the dangers of viruses and bacteria,

cleaning and hygiene products, showed some of

businesses can’t take any chances on sub-standard

the innovations being undertaken in the industry

effectiveness when choosing the products

to help buyers make better choices. From recycled

being used.

packaging to cleaner chemicals, there’s a lot going

On the flip side, awareness is ticking up about the dangers of some of the ingredients in common

on that makes it easier to be both clean and green in the FM environment.

products found in the cleaning cupboards of

Lorcan Mekitarian, chair of the CHSA,

the past. Miniscule plastic microbeads found in

noted that, “Sustainability is one of the biggest

abrasive cleaners threaten the future of the entire

issues facing our industry. Buyers want to do

aquatic food chain, which is already suffering from

the right thing, but knowing what to specify

many years of flushing phosphates and bleaches

and differentiating sustainable solutions from

into our waterways. Even the humble ‘anti-

greenwashing is not easy. Buyers often lack the

bacterial’ has come under fire, accused of creating

time or resources to get it right.”

[28] SEPTEMBER 2023

www.dealersupport.co.uk

CLEAN AND GREEN

SALES SUCCESS

That notion presents an opportunity for

lost on GOJO either, who embarked on their own

dealers to get onto the forward foot with green

‘Journey to Green’ earlier this year. The initiative,

cleaning products, and help their customers invest

aimed at driving down the company’s own carbon

in products that not only get the job done, but

footprint, embraces a variety of focus areas, from

do it in an environmentally conscious way. Chris

plastics and circularity to clean chemistry in products

Wakefield, vice president for European marketing

and resource management within its business.

and managing director UK & Ireland at GOJO Industries-Europe Ltd, noted the importance of sustainability in facilities management today.

“Sustainable thinking is now a fundamental part of how companies behave, trade, and grow and is expected from both employees and endusers. People are just as interested in working for a company that is ethical and that looks after its people, as well as the environment.”

Chris added, “Where cleaning and hygiene is concerned, there has been much innovation and

Sustainable thinking is now a fundamental part of how companies behave, trade, and grow

creativity by brands and manufacturers, to not only minimise their own environmental impact, but help their customers to reach their green goals too.”

COMPANIES LEADING THE WAY

Well-known FM brand Tork has also committed to developing products and solutions that help customers minimise waste and do more from less. Indeed, Essity’s Tork brand can now

Companies like sustainable wipe manufacturer

offer carbon neutral certification on a range of

The Cheeky Panda are already looking at ways to

its existing dispensers. Reneé Remijnse, Director

package products more sustainably, and in this

of Sustainability Communications at Essity,

case, the firm has switched to 30% recycled content

commented that,

plastic wrapper, and its wipes have a lower carbon

“We are thrilled to offer a carbon neutral

footprint than any of its competitors. Al Suter,

range of Tork dispensers that are not only effective

UK facilities management sales executive at The

in providing great hygiene, but also reduce the

Cheeky Panda, told Dealer Support,

environmental impact on our planet. This new

“A mixture of legislation and consumer pressure is forcing businesses to take seriously

certification will help our customers to meet their sustainability ambitions.”

the risks they face as a result of climate change. In

The efforts by Essity have not gone unrecognised

the Kantar Sustainability Sector Index 2022, 55%

either. Earlier this year, the company was recognised

of respondents agreed they should reduce their

by Corporate Knights as one of the world’s 100 most

carbon emissions across the business and supply

sustainable companies. Similarly, SC Johnson’s Denby

chain, and 43% agreed they should commit to

site was awarded a Gold Medal rating by EcoVadis

plans that meet carbon net-zero targets.”

this year, the second year in a row, putting it in the

That pressure to work towards net zero is not

top 5% of companies rated by the third party.

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

SALES SUCCESS

CLEAN AND GREEN

Over at GOJO, similar recognitions have been applied from independent third parties EcoVadis and Cradle to Cradle thanks to its efforts in greening up the product line.

Many of its skincare products have achieved European Ecolabel certification, signifying

Sustainable options must be affordable if they are to be applied sustainability without having the credentials to back it up. CHSA members recommend

Of course, innovations in green cleaning are all

dealers familiarise themselves with recognised

well and good, but unless there is demand out

certifications, and take the time to investigate

there, how can dealers sell more sustainable

companies claiming eco status to uncover the true

solutions? Chris from GOJO believes the demand

innovators out there.

Al concluded, “Against this backdrop, and

“Companies are definitely more interested

with 2030’s carbon-neutral target approaching,

in purchasing sustainable cleaning and hygiene

people working in facilities management should

products; however, they have to balance this against

be considering cleaning solutions that not only

both cost and efficacy. After all, sustainable options

deliver on hygiene and stop infections spreading

must be affordable if they are to be applied.”

but are also carbon saving. No matter how small

One of the biggest pitfalls is to fall for

the individual impact is, it all contributes towards

the ‘greenwashing’ of companies who claim

[30] SEPTEMBER 2023

www.dealersupport.co.uk

& Markets Authority’s Green Claims Code to spot greenwashing:

truthful and accurate

without sacrifices on the performance side.

does exist, noting that,

Check the Competition

•C laims must be

their limited impact on the environment

CAN YOU SELL IT THOUGH?

AVOIDING ‘GREENWASHING’

the end goal.”

•C laims must be clear and unambiguous

•C laims must not omit or hide important,

relevant information

•C omparisons must be fair and meaningful

•C laims must consider the full lifecycle of the product or service

•C laims must be substantiated

REFILL SOAP

Good businesses don’t run on empty

Discover smart hygiene solutions from the global leader in professional hygiene.

Better hygiene for better business performance Tork.co.uk/betterhygiene Tork, an Essity brand

SALES SUCCESS

THE MIGHTY PEN

The mighty pen: Revolutions in writing instruments The paperless office might still be the sustainable choice, but when it comes to planning, ideas and organisation, the mighty pen is not going anywhere soon

I

n the ever-evolving landscape of workplace

over its valuation of $18.5 billion in 2017. Given the move to hybrid

supplies, one thing remains abundantly

working and the ongoing challenges of recent years, that’s a pretty

clear: writing instruments have not only

resilient outlook.

weathered the digital storm but are thriving.

Just like old school cameras and real books,

WHAT’S DRIVING PEN SALES?

the push back towards traditional pen and

Wendy Vickery, marketing manager of Pentel, noted the resilience

paper is a trend worth watching.

of the arts and crafts market throughout recently challenging years.

Luxury stationery designer Papier believes this is a reaction to

While hybrid working has affected the balance of traditional office

‘digital overload,’ as people become overwhelmed by screens in their

products, she has observed that those products which promote

everyday lives. It is predicting a 20% increase in paper diary sales this

freedom of creative expression have remained incredibly popular.

year, with CEO Taymoor Atigetchi noting, “Putting pen to paper is a

Specifically, Wendy noted the ongoing demand for items like

great way to disconnect from the digital world and switch off.”

brush pens for calligraphy and hand lettering, as well as the ever-

Globally, Statista estimates the writing instrument market to

popular permanent marker. New shades, finishes and thicknesses

reach a combined value of $24 billion by 2025. That’s a 30% increase

have contributed to ever increasing sales in these creative markets.

[32] SEPTEMBER 2023

www.dealersupport.co.uk

THE MIGHTY PEN

SALES SUCCESS

96

Our HIGHEST percentage of But it’s not all about arts and crafts, as more traditional pens continue to be improved upon and developed. Pentel’s gel pens have been popular since the 1990s, but have undergone various upgrades over the years to adopt new techniques and innovation. Its latest

RECYCLED MATERIAL

in a pen

iteration, the Mattehop, has taken gel to a whole new level, as Wendy explained, “These are our most vividly coloured gel pens, which write not only on paper, but even on photos and coated surfaces – something hitherto unimaginable with gel ink.”

Ink innovation continues at Pentel with the newly launched Floatune rollerball, which Wendy says has been designed to offer “a stress-free, harmonious writing experience,” adding, “It’s as if the pen tip is floating on the surface of the paper, so little pressure is required to write.”

These sorts of innovations are exactly what’s keeping the writing instrument market alive, and for dealers, it’s crucial not to overlook the newest and best products in this segment. Understanding the trends that are underpinning these innovations can help resellers stay one step ahead, allowing them to introduce customers to the products that can solve their real-world problems today.

Putting pen to paper is a great way to disconnect from the digital world and switch off TRENDS IN PENS Over recent years, the pen market has been reshaped and modernised with a number of interesting innovations. We’ve come a long way from the reed pen and feather quills from centuries ago, but where are we going next?

Quick drying EnerGel ink, reduces smudging on hands and paper Ideal for right or left-handed users 0.7mm tip gives approx. a 0.35mm (medium) line width

96% Refillable - with standard EnerGel LR7 refill

*

POST-CONSUMER recycled material

Innovations in ink: The world of ink is evolving, with innovations like quick-drying, smudge-resistant, and eco-friendly ink formulations gaining traction. The advent of the erasable pen has given new flexibility to the written words, while acrylic-like gel inks allow for writing on more surfaces than ever before.

www.dealersupport.co.uk SEPTEMBER 2023 [33]

Discover more products at www.pentel.co.uk

*Percentage based on total weight of product excluding the ink and refill

SALES SUCCESS

THE MIGHTY PEN

traction, and there are even inkless pens which use a metal alloy tip,

There are still a large number of potential users out there who are not yet aware such amazing pens exist

oxidising the surface of the paper. No ink required at all.

On the topic of sustainability, Wendy noted that, “It might not have been unrealistic to imagine that the pandemic and current global political crises would initiate a backward step in terms of end-user thinking about issues of sustainability. Manufacturers and dealers could easily have assumed that prioritising the environment might have come a poor second to concern for personal welfare, but

Ergonomic improvements: As people become more aware of

happily that doesn’t seem to be the case.”

the damage repetitive tasks do to their bodies, pen manufacturers are

UNLOCKING DEALER SUCCESS

responding with innovative ergonomic designs. Today’s pen market

Achieving success for the reseller is rooted in knowing and

is ripe with solutions for firm grips, weak fingers, poor motor control

understanding what customers want and need. While the

and carpel tunnel sufferers alike.

manufacturers keep their fingers on the pulse and lead in innovating

Customisation: On-brand stationery is seeing something of a revival. As one of the most affordable means of promotion, branded

and creating the writing instruments of the future, resellers play a key role in connecting these innovations with end-users.

pens are a great way for companies to keep their name on the mind

Adam Smith, Marketing Manager for Pilot Pen UK explains “We

of their customers. With more options in colour, material and design

strongly believe in investing in our end-user awareness campaigns and

than ever before, custom-designed pens have a firm position in any

despite being the UK’s best-selling rollerball pen by sales value, we know

company’s marketing arsenal.

that there are still a large number of potential users out there who are not

Smart pens: Bridging the world between analogue and digital, smart pens allow users to make notes in the traditional way, and to seamlessly transfer them to digital format for saving and sharing.

Statista estimates this market to grow by more than 200% by 2030.

Sustainability: Eco pens are no longer limited to recycled plastic

yet aware such amazing pens exist and so we are continually investing in new creative and wide-reaching media campaigns.”

Pens are a staple of any resellers portfolio; low-cost, high margin, and a regular turnover of sales. Getting to grips with the latest and most innovative products from the manufacturers can help dealers

and vegan ink. Now, there are pens made from coffee grounds, wheat,

stay ahead of the game, empowering them to solve their clients’

shells and other innovative materials. Refillable pens are gaining

problems with novel solutions.

[34] SEPTEMBER 2023

www.dealersupport.co.uk

inspiring success

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Issue 294

Sustainability matters:

Dealer Support inspiring success in the workplace supplies industry

2020 VISION

Summer 2023 January 2020

Issue 333 Issue 295

Welcome to

OUR BUMPER inspiring success in the workplace supplies industry DEALER SUPPORT SEPTEMBER 2023

SUMMER EDITION

DEALER SUPPORT FEBRUARY 2020

Next Generation Shredders More Shredding. Zero Jamming.

Powering towards the future MADE FOR Konica Minolta: EVERY KIND 2020 VISION going OF ever greener new products andCUSTOMER

inspiring success in the workplace supplies industry inspiring success

ISSUE 296

ISSUE 334

IT PREDICTIONS PHIL JONES JIM BROWN PHIL JONES

STEVE WEEDON

DRIVING CHANGE

IAN HAYWOOD

OEMS AND MPS

CAMERON MITCHELL

DEALER SUPPORT JANUARY 2020 ISSUE 295 DEALER SUPPORT SUMMER 2023 ISSUE 333

GREEN EDITION

September 2023

Issue 334

February 2020

Issue 296

Welcome to our

SEPTEMBER EDITION

MARKETING STEVE CARTER

TRANSFORMING THE CHANNEL

MICHAEL MORGAN

STEVE MCKEEVER

TIM BEAUMONT

Phil Jones, MD of Brother UK, shares his vision for the future as supply chains start to2020 unblock and the firm VISION gets back toNew ‘business products as andusual’

inspiring success

categories

EDUCATION

streamstrends without losing sight of its green goals The mighty pen: category Sustainable, straightforward, long-lasting products trusted by OEMS AND MPS

How the printing business is pivoting to new revenueHow are OEMS helping WENDY VICKERY

ALTERNATIVES TO TRADITIONAL CONSUMABLES

We get under the skin of the options available, and whether they are any good

sell MPS?

Revolutions in writing instruments

CHANGE customers at home and in the workplace forDRIVING over 100 years; ® Inside the newly-launched isZERO: better in every way. AECO household name, BANKERS BOXNET SOLUTIONS FOR CHASING Go2 MODERN OFFICES and a UKOS familyJOURNEY businessSO since values and THE FAR 1917, built on enduring Exploring sustainable alternatives to the Ian Haywood, MDwith of UKOS, provides manufactured advanced techniques.

Backed by engaging most in demand office products insight on the marketing, progress to date omni-channel effective customer support and a range intended to make category management simple. They’re much more than just boxes – they’re made for life.

inspiring success

IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

The paperless office might still be the sustainable choice, but when it comes

WHAT RECOVERY? INSIDE PAPERSTONE’S www.fellowes.com RAPID POST-PANDEMIC REBOUND

Jim Brown tells us how the company has already recovered

Fellowes new LX Series micro-cut shredders are MARKETING to planning, ideas and organisation, the THE AESTHETIC OFFICE: DESIGNING DEALER SUPPORT LIVE: THE REVIEW thoughtfully designed IntelliBar™ Whywith nowpatented is the time FOR THE We reflect on the event and responsive technology. mighty pen isNEW not NORMAL going anywhere

Function still trumps form, share some of the highlights from Shred 100% jam free but only just… conversations and panels Shred with maximum micro-cut security Shred more, empty less with a waste bin capacity of up to 150% more sheets Shred with optimal efficiency

The next level of performance and robust quality from the global leader in shredders.

THREE IN A BED: INSIDE NEMO’S TRIPLE WHOLESALER STRATEGY

For the best prices, next day delivery, industry-leading warranties & so much more!

01189 734 564

info@data-direct.co.uk

Tim Beaumont outlines the benefits of hedging your bets

KEEP IT CLEAN (AND GREEN)

Modern workplaces demand high performance hygiene products – can they also be eco?

TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way a CARBON NEUTRAL BYin 2025: lucrative&sector THE MORGAN MORGAN STORY

Michael Morgan shares his incredible sustainability journey

0203 794 8555 info@intelligentmedia.co.uk

SALES SUCCESS

ERGONOMICS

Unlocking workplace excellence: The power of ergonomics Ergonomics is not just a product category dealer’s sell, it is an essential consideration for business owners who want to create a safe, healthy and productive work environment for their employees too

E

rgonomics can have

has a long-term impact on businesses, affecting

a significant impact

areas such as employee well-being, absence due to

on productivity and

illness and overall productivity.

employee health and wellbeing; dealers need to understand the value of

ergonomics for their customers and why it should

INVESTING IN ERGONOMIC DESIGNS

BRINGS MANY IMPROVEMENTS – SUCH AS: ● H ealth and well-being of employees:

be a key consideration in any workplace design or

ensuring that workspaces, chairs and

equipment purchase, but you can also strengthen

other workplace equipment are designed

your own workforce by adopting some of these

ergonomically can help to reduce the risk of

practices too.

repetitive strain injuries, back pain and other

According to a report by the Health and Safety Executive, 470,000 workers suffer from musculoskeletal (MSK) disorders in Britain. This

[36] SEPTEMBER 2023

www.dealersupport.co.uk

MSK disorders which can eventually lead to long-term disabilities. ● P roductivity: when employees work in an

ERGONOMICS

SALES SUCCESS

Harnessing the full potential of ergonomics requires us to take a holistic approach environment designed to support their physical

EXAMPLES OF ERGONOMIC PRODUCT

and mental wellbeing they are more likely to be

FEATURES IN THE MARKET INCLUDE:

engaged, motivated and focused. Overall, this

● h eight adjustability to ensure hips are parallel to

can lead to increased productivity, better quality work and improved morale. ● R educed workplace accidents: by

designing workspaces and equipment with safety in mind, the risk of falls, trips and other accidents will be minimised. ● R eputation: an ergonomic workplace

demonstrates to employees, customers and other stakeholders that you are committed to creating a safe, healthy and productive work

knees when seated ● p ivotal screen monitors (with filtered screens to

help prevent glare and eye damage) ● k eyboards and mice that reduce problems like

carpal tunnel syndrome ● c hair arms with 180-degree adjustments to

mimic the movement of a human limb ● w eight-activated mechanisms in seats for

appropriate support.

However, ergonomics isn’t just about workplace

environment. This can help to attract and retain

design, it encompasses considerations such as work

top talent as well as improving the company’s

schedules, workload management, and job demands.

image and reputation.

Harnessing the full potential of ergonomics requires us to take a holistic approach, designing

WHAT IS ERGONOMIC DESIGN?

work schedules and tasks that are aligned with

For a product to be considered ergonomic, it must:

employees’ abilities and preferences.

● e nhance the natural flow of the human body ● s upport the natural ‘S’ posture of the spine,

rather than forcing it into a ‘C’ shape; ● b e able to be adjusted easily to accommodate a

diverse range of people ● e ncourage physical movement in the day

where possible ● p rioritise usability over aesthetics

and convenience ● r educe the stress on joints, bones and muscles.

By paying attention to these factors, and designing work schedules and tasks that are aligned with employees’ abilities and preferences, employers can further enhance productivity, job satisfaction, and overall wellbeing.

For dealers looking to sell to business owners, encourage them to keep ergonomics in mind and make sure customers can see the benefit of these products for their workforce - keep them coming back for more!

www.dealersupport.co.uk SEPTEMBER 2023 [37]

LIVE IT

TEABREAK

LIVE IT Life hack As the evenings draw in, there’s no better time to get the fire pit going in the garden. Save money and avoid fossil fuels by fashioning a firelighter out of your dryer lint. Simply stuff an empty toilet paper tube with lint and your fire will be roaring in no time.

Zimbabwe’s ‘friendship benches’ are coming to London Years of poverty, genocide and dictatorship left the nation of Zimbabwe struggling with an epidemic of depression. In response, Dr Dixon Chibanda and a team of volunteers set up the ‘friendship bench’ project, where elders deliver mental health support and therapy right in the neighbourhoods where it’s needed.

Founded in 2007, the Friendship

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Bench project has treated 280,000 people across 70 communities in Zimbabwe and at spin-off projects in Malawi, Kenya and most recently Zanzibar and Vietnam.

Now, this happy resource is spreading its wings globally, and will arrive in London in 2024. A series of Friendship Benches will be installed across the city in its most marginalised communities. Dr Chibanda told Positive News, “Whether it’s London, New York or Zimbabwe, everywhere the issues are similar. There are issues related to loneliness, access to care, and to just

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being able to know that what you’re experiencing – whether you call it stress or depression or anxiety – is treatable.”

Quote of the month

The way to get started is to quit talking and begin doing.

Walt Disney

[38] SEPTEMBER 2023

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Did you know?

There was once an astronaut who was allergic to the moon. During the Apollo 17 mission, astronaut Harrison Schmitt found out that he had a severe reaction to moon dust.

Researchers have developed arrays of AI-controlled cameras and microphones to monitor and identify animals and birds in the wild, aiming to combat the growing biodiversity problem in Britain. Tested at sites including Barnes, Twickenham, and Lewisham, the technology captures sounds and images, allowing computers to identify species and map their locations.

The AI successfully recognized

PUB QUIZ

1. What’s the currency of both Saudi Arabia and Qatar called?

2. How many stripes are on the flag of the USA? 3. What’s the most-streamed song of all time on Spotify?

4. What was the original name for sportswear company Nike?

5. If you suffer from ‘gymnophobia’, what are you most afraid of?

Answers: 1. Riyal 2. 13 3. Shape of you – Ed Sheeran 4. Blue Ribbon Sports 5. Nudity

How AI is saving Britain’s biodiversity THUMBS UP!

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various birds by their songs and identified mammals like foxes, deer, hedgehogs, and bats. Network Rail’s

Knock me down with a feather

involvement provided access to relatively wild land for testing. The technology is set to expand to other areas, including Chobham and the New Forest.

By using AI, researchers aim to understand species movement due to climate change, aiding biodiversity preservation amid increasing temperatures. The massive data analysis required underscores the importance of machine learning in conservation efforts.

ATTACKED BY A SNAKE AND A HAWK AT THE SAME TIME In a wild tale from Silsbee, Texas, Peggy Jones found herself in comedic chaos while mowing her lawn.

Unexpectedly, a snake dropped from the heavens and wrapped itself around her arm. Moments later, a hawk joined the party, swooping down and trying to grab the snake for a snack.

Peggy screamed and waved her arm around, but the hawk went after the snake several times before finally making off with it. Peggy was left with a bloodied arm and probably a story for the ages.

Peggy avoided a snake bite but ended up with scratches from the hawk’s claws. Surviving a snake bite in the past, Peggy now boasts a new accolade—surviving a snake-hawk tag team.

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