Dealer Support Summer 2023

Summer 2023

Issue 333

Welcome to

OUR BUMPER inspiring success in the workplace supplies industry

SUMMER EDITION

Powering towards the future

Phil Jones, MD of Brother UK, shares his vision for the future as supply chains start to unblock and the firm gets back to ‘business as usual’

WHAT RECOVERY? INSIDE PAPERSTONE’S RAPID POST-PANDEMIC REBOUND

Jim Brown tells us how the company has already recovered

DEALER SUPPORT LIVE: THE REVIEW

We reflect on the event and share some of the highlights from conversations and panels

THE AESTHETIC OFFICE: DESIGNING FOR THE NEW NORMAL

Function still trumps form, but only just…

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FROM THE EDITOR

Blue skies are here

With the British weather being incredibly British, swinging from heatwaves one moment to ferocious storms the next, it’s almost impossible to make plans for days out, or even wardrobe OUR BUMPER SUMMER choices. It’s a bit like being a reseller - one moment you’ve got all your ducks in a row; the next, EDITION the heavens open and everything turns grey.

But we’re a resilient bunch, and as the great Chumbawumba once proclaimed – we get Powering knocked down, but we get up again. As we hurtle past the summer solstice and into the second towards half of the year, it’s anyone’s guess what life is going to throw at us next. the future This month’s edition of Dealer Support is designed to provide some inspiration to us all on those grey days. We talk to Phil Jones, managing director at Brother UK, about his vision for the future, while Steve Carter, managing director at Advantia, shares why he believes that every challenge is just an opportunity waiting to be unlocked.

We take a look at the trends shaping office design today, in particular the more aesthetic and residential touches that are becoming popular in the new hybrid workplace. And with diversification on our minds, we see why some of the high-end products showcased at the London Stationery Show could well earn their place in your portfolio.

While many businesses still measure themselves against their pre-pandemic performance, tracking their recovery month-to-month, Paperstone is something of a different case study. Co-founder and CEO Jim Brown shares with us how his business broke pre-pandemic sales and profit records already, and what’s coming next.

As usual, there’s some light hearted fun in our Live It section, while we give the final word to Robert Harper, marketing director at Prima Software, to explain how we can use data-driven reporting to push more sales.

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.

Summer 2023

Issue 333

DEALER SUPPORT SUMMER 2023

Welcome to

ISSUE 333

inspiring success in the workplace supplies industry

PHIL JONES JIM BROWN STEVE CARTER

Phil Jones, MD of Brother UK, shares his vision for the future as supply chains start to unblock and the firm gets back to ‘business as usual’

WHAT RECOVERY? INSIDE PAPERSTONE’S RAPID POST-PANDEMIC REBOUND

Jim Brown tells us how the company has already recovered

DEALER SUPPORT LIVE: THE REVIEW

We reflect on the event and share some of the highlights from conversations and panels

THE AESTHETIC OFFICE: DESIGNING FOR THE NEW NORMAL

Function still trumps form, but only just…

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.

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

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THINKING CLEARER. GOING FURTHER. Available exclusively from exaclairlimited.com sales@exaclair.co.uk 01553 696600

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SUMMER 2023

Contents

INDUSTRY 06 THE MONTH THAT WAS

The headline news from the industry

08 DEALER SUPPORT LIVE: THE REVIEW

We reflect on the event and share some of the highlights

20

12 POWERING TOWARDS THE FUTURE WITH BROTHER UK

We talk to managing director Phil Jones about his future vision

16 STANDING OUTSIDE WOMEN’S CLOTHING SHOPS MD of Advantia, Steve Carter, has a confession to make

LEADERSHIP 20 WHAT RECOVERY? INSIDE PAPERSTONE’S RAPID POST-PANDEMIC REBOUND

We catch up with Jim Brown to see how his business exceeded pre-pandemic sales already

24

24 ADVANTIA: NAVIGATING CHALLENGES AND EMBRACING OPPORTUNITIES

Advantia has had a year of challenges; we catch up with MD Steve Carter to find out more

SALES SUCCESS 28 THE AESTHETIC OFFICE: DESIGNING FOR THE NEW NORMAL Function still trumps form, but only just…

32 LONDON STATIONERY SHOW: THE HIGH-END OPPORTUNITIES

28 “In the long run, quality and longevity can pay dividends.”

29

Diversification is all the rage, but does it sometimes mean going back to your roots?

LIVE IT 36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FATHER P. CLIP

The good Father on electric cars, paperless offices and global warming

39 FINAL WORD

Using data to drive sales, with Robert Harper, marketing director at Prima Software

INDUSTRY

THE MONTH THAT WAS

THE MONTH THAT WAS Data reveals that workplace stress levels have increased by 13% in just one year Recent findings indicate a significant rise of 13% in workplace stress levels categorised as ‘moderate to high’ among employees globally within just one year. This surge implies that over 75% of employees are now experiencing workplace stress.

Intriguingly, recent data also reveals a record number of individuals on extended sick leave, predominantly due to mental health issues,

Helen Colton announces departure from EVO

In a recent social media post,

Colton confirmed that her final day with the organisation was on May 31, 2023. She initially

particularly affecting young people.

Despite the overall increase in workplace

joined EVO in 2017.

stress and mental health conditions,

Colton’s departure follows

UK employees face difficulties

the recent resignations of other

discussing their mental health

longstanding EVO executives,

concerns at work. Data from Aviva

Cheryl Lamont who announced

highlights that only one in ten UK

her resignation at the end

employees with mental health

of April, ending more than

conditions sought support from their line manager in the past year.

25 years in the industry, and

Furthermore, a mere 14%

Debbie Nice, who had been

expressed willingness to discuss their

with the company since 2011.

mental well-being with colleagues,

We wish her well in her

and a mere five per cent with HR or

next venture!

well-being officials.

BOSS Business Supplies Charity Day sees recording-breaking money raised The BOSS Business Supplies Charity’s annual Charity

Winner of the individual golf competition was Jon

Day last week raised a record-breaking £17,200 to help

Simmons, while the team competition was won by Team

who are in need.

Rich Hogg and Tim Browning.

provide financial assistance to those from our industry Overall, more than 100 golfers and spa attendees

1 from Fellowes, comprising Nick Brown, Russ Brown, Unusually, there was even a ‘hole in one’ achieved

enjoyed a day out in the sunshine – and indoors at the

on the day by Gary Clark, whose ‘obligation’ to buy

together in the evening for a buffet dinner and the

by Highlands, who made a generous donation to the

spa – at the Belton Woods resort in Grantham, coming Charity’s famous auction and raffle.

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everyone in the ‘club house’ a celebration drink was met male mental health charity MANUP?.

THE MONTH THAT WAS

INDUSTRY

NEWS EXTRA

Workers should go back to the office Chancellor Jeremy Hunt has stated that the ‘default’ location for workers should be in the office unless there is a good reason to work from home

T

he rise of remote

- disagreed with Hunt’s view, stating that

flex their work to align with their personal

work has been

designing work to fit people’s lives, and

lives, and employers who support this

met with both

accommodating their preferred working,

desire are more likely to attract and retain

enthusiasm and

styles is crucial to success.

top talent from these generations.

concern. While

He acknowledged that physical

The future of work is likely to involve

spaces can still add value, but not

a hybrid model, combining remote

the flexibility and opportunities it brings,

necessarily for every task or for every

and in-person work to capitalise on the

others worry about potential drawbacks,

day. Mawson emphasised the need to

benefits of both. The Recruitment and

such as the loss of creativity and reduced

leverage technology and adapt work

Employment Confederation has reported

collaboration. These concerns were

structures to suit the preferences and

a significant increase in job postings that

recently voiced by former health secretary

needs of employees.

include flexible, hybrid, or remote working

many embrace

Jeremy Hunt during the British Chambers of Commerce conference.

Now the current Chancellor, Hunt

The pandemic has, undoubtedly,

options; this indicates a growing demand

accelerated the adoption of remote

for flexible working arrangements from

working, and the desire for flexibility is

both job seekers and employers.

The recent remarks by the Chancellor

expressed his concern about the

particularly pronounced among younger

permanent shift to remote working,

generations. Deloitte conducted a survey

of the Exchequer came in the wake of

suggesting that the default should be

revealing that a significant percentage

a call for a ‘fresh relationship’ between

working in the office unless there is a valid

of Gen Z and millennial workers

UK businesses and the government.

reason for employees to work remotely.

would consider looking for new job

Shevaun Haviland, director-general

opportunities if their employer required

of prominent business lobby group

cooler moments” and spontaneous idea-

them to work in the office full-time.

the British Chambers of Commerce,

sharing could hinder creativity in remote

Younger workers expect the ability to

has stated that the current moment is

He argued that the loss of “water

work settings. While acknowledging the

pivotal for the voice of British business,

exciting opportunities that technologies

particularly with an impending election

like Zoom and Microsoft Teams have

just 18 months away.

created, he emphasised the importance of face-to-face interactions for generating innovative ideas.

However, proponents of remote working argue that it offers numerous benefits. Andrew Mawson, founder of Advanced Workplace Associates - a firm that supports flexible working

The current moment is pivotal for the voice of British business

The debate surrounding remote working continues, with both the benefits and challenges it presents under scrutiny. While concerns about the loss of creativity and reduced collaboration persist, many believe it is essential to find a balance that offers flexibility while fostering innovation and teamwork.

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

INDUSTRY

DEALER SUPPORT LIVE

2023

As we close the door on another Dealer Support LIVE, we reflect on April’s event and share some of the highlights

F

irstly, a huge thank you to all those who joined us at the CBS Arena in Coventry for Dealer Support Live 2023 in April. The day was a fantastic opportunity to reconnect with each other, to learn from the experts and to forge new relationships for the future.

The day kicked off with welcoming all our delegates to the conference over some delicious coffee and breakfast.

The exhibition was looking fabulous, with numerous companies keen to show off their latest and best products.

After a quick bit of networking, it was time to make our way to our first chosen workshop.

WIN SALES AND BREAK INTO NEW MARKETS The first two workshops both focussed on sales success, with Chris Kemp, MD at OSWorkplace guiding delegates along the path to successfully breaking into new markets, while Nigel Busby, director at Incontrol Marketing, talked about how to step up marketing efforts to win sales.

Chris embraced one of the key challenges for the modern dealer - successful diversification. Breaking into new markets isn’t always easy, but it’s something many dealers are keen to do in order to increase their customer base and potential profits.

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From identifying new markets that will work for your business through to gathering information on the needs of customers in these markets, Chris successfully broke down the daunting prospect of diversification into manageable, bite-sized chunks. Delegates left with increased confidence in trying new things, and a useful toolbox of strategies for making new markets work for their business.

Across in the other seminar room, Nigel talked to us about a range of marketing strategies applicable to dealers, and how bringing sales and marketing closer together can increase efficiency. Key to his presentation was the need to remain relevant to our customers, and to always be at the forefront of their mind when they need a product.

He explained the importance of the ‘online high street’ and how a distinctive and memorable online presence can ensure we capture our share of the market. Nigel noted how automated emails can help us generate qualified leads with zero effort on our part, picking up shoppers who have abandoned carts, repeatedly looked at products and otherwise engaged with our websites without following through to a sale.

These customers can be presented with carefully crafted offers, unique discounts and other tempting

DEALER SUPPORT LIVE

tidbits to bring them back to the business. Automated emails can also serve to win back customers who have gone stale, re-engage those who haven’t shopped with us for some time and generally maximise the sales opportunity without extensive effort on our part.

HEARING FROM THE HEAVYWEIGHTS The first panel session brought together some of the industry heavyweights to weigh in on the changing face of the office. Steve Harrop, head of commercial at Nectere, Rob Burgess, business consultant for Integra, Mark Wilson, regional vice president at Acco Brands and Ian Haywood, MD at UKOS were joined by moderator Martin Wilde, chair of the BOSS Business Supplies Charity for an in-depth discussion around the products, trends, innovations and challenges the changing office environment brings.

The group agreed that the new WFH and hybrid working trend seems to be here to stay, and discussed how this has changed the products that are more in demand this year. Items such as plastic wallets and document storage are on the decline, whereas there has been a surge in demand for IT products and technology. Wellness and ergonomics remain highly sought after, and workplaces are more willing to invest in products that are not only functional, but which create a welcoming environment too.

Interestingly, the panel reflected at length on the impact the new office culture will have on employees and businesses more generally. Rob alluded to a ‘culture war’ between generations, where some demographics can’t wait to get back to work, while others will do anything they can to stay away. The group raised pertinent questions about how hybrid working affects productivity, and what the consequences would be for employers if they were to mandate a return to the office.

DIVING INTO THE WORLD OF ECOMMERCE After a welcome coffee break and some quality time at the exhibition, delegates made their way to what proved to be an incredibly popular session with Paddy Donnelly, MD at ES Tech Group, ECI Software Solutions. Packing out the boardroom, Paddy’s session was lively, with plenty of laughs but some important messages too.

Paddy thoughtfully walked us through the rise of eCommerce during the COVID years, and the problems this rapid adaptation to digital brought with it. Poorly

INDUSTRY

ECI found businesses implementing abandoned cart strategies led to 16,379 carts being recovered, and almost £3 million in revenue secured

designed websites, hastily thrown together, struggled to stand out amongst the competition, and now, as normality returns, these businesses are left with sites that don’t serve their purpose particularly efficiently.

ECI, through its EvolutionX product, took stock of the industry standards, surveying over 500 websites and dividing analysis by the top 20% of customers by revenue.

They found that the top 20% of customers had more active catalogues (17.04 on average) whereas those not in the top 20% had just 9.7. Promotions and discounts used averaged 9.9 in the top 20%, rising to 22.5 in the top 10%. Those not in the top 20% averaged just 3.9.

This trend continued with the top 20% customers using more banner groups, having more content pages, more product groups and more badges than those outside the top 20%. Notably, and in line with what Nigel spoke about in the early session, 87% of the top 20% had enabled automated emails and offers to follow up an abandoned cart. This had led to 16,379 carts being recovered, and almost £3 million in revenue secured.

GETTING TO GRIPS WITH NET ZERO After a long lunch break with some delicious food served with a side of excellent networking, delegates headed to the Chairman’s Lounge to hear from Toby Robins MSc FRSA FIEMA, an environmental and sustainability leader in the industry. Toby talked us through the move to net zero, starting from the very basics of what it is and how it applies to dealers.

Explaining the three different ‘scopes’ that fall under net zero, Toby explained, “Scope one is anything which you’ve burned directly within your business.

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INDUSTRY

DEALER SUPPORT LIVE

FROM LEFT TO RIGHT The Antalis team at the exhibition; Lawrence Savage exhibition for Exaclair; A packed room for one of the panels; Toby Robbins engaging us on net zero; Paddy Donnelly getting techy.

If net zero is the top of the mountain, you are not going to get there by jumping

So the fuel you put in your vehicles, the gas heaters you use, anything that’s absolutely down to you.

Scope two is indirect, so that tends to be the electricity that you’re buying in. And after that, it gets a lot more complicated.”

Toby urged dealers not to get bogged down in scope three too early in the process, and to match their ambitions, at least in the early days, to their capacity to deliver results. He said, “If net zero is the top of the mountain, you are not going to get there by jumping. How do you eat an elephant? One bite at a time. So recognise what you can actually do, and don’t try to do everything all at the same time. Break it down into manageable chunks, and that absolutely starts with scope one and two.”

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He went on to highlight the importance of setting baselines before undertaking any carbon reduction activities. Alongside this, having tools to measure the impact of carbon reduction efforts is also critical, as is getting everyone in the organisation on board to help in the push to a greener future.

While all this might sound quite daunting, Toby also recalled the many benefits of being a lower carbon or net zero business. For example, investing in electric vehicles not only saves money on fuel, it can also open up tax breaks for the business. Being more ecoconscious, and being outspoken about it, can help with staff recruitment and retention.

Ultimately, all businesses are pushing towards net zero, and when dealers’ customers get to scope three, they will be looking to work with dealers who have their own house in order.

DIVERSIFYING TO THRIVE, NOT JUST SURVIVE The final keynote panel was a highlight of the day.

Compere for the session was Steve Carter, MD at Advantia, who was joined by Jeanette Bresitz, MD of Office Friendly, Steve Morely, sales director at Spicers, Mark Heath, MD at Office Power, and Simone Hindmarch, CEO at Commercial.

DEALER SUPPORT LIVE

Take time to understand what it is that they need from you, rather than what you want to sell to them

Steve Morely provided some thought provoking words, explaining how the industry has moved on from being dealers and office supply companies to outsourced procurement providers for anything and everything. He commented, “Richard Branson once said, ‘the answer’s yes, and then you figure out how to do it afterwards,’ and as true entrepreneurs, that is what we need to get back to.”

Mark praised the resilience and versatility of the dealer community, noting the many times of crisis that dealers have survived through. He believes that diversification is a key part of that, and never saying no to taking the pain out of purchasing for our clients.

He added, “ It’s about embracing specials, but with a structure. Steve’s dead right - the answer is online. The answer has to be online. But it has to be curating your own business online, not being led by others.”

Trust and confidence were widely discussed, and were seen as key reasons customers keep coming back to their dealers. Just as you might approach the concierge at a hotel to book a cab because you trust them to get the cab there on time, so dealer customers will keep coming back to a dealer they trust and have confidence in to fulfil all their procurement needs. Mark noted, “Office products are what makes you the trusted partner that gets you an order for 10 Christmas trees or a pair of workwear boots.”

With that trust in place, dealers have an opportunity to critically analyse the customers they have, and to start identifying new product streams that could be marketed to those businesses. Jeanette reminded of the importance of working in partnership with manufacturers, noting, “Don’t be afraid to speak to manufacturers and look for their help and guidance, even if it’s shoulder to shoulder customer facing activity together to help go and grow into a new sector.

INDUSTRY

“The manufacturer has defined their product range or their solution because they understand what the market needs and wants. They are there to help you sell that product. Please don’t see them as a threat - see them as a bolt on to your sales function to help you sell into some of those diversified sectors.”

When it comes to picking products, Simone noted the need to be quite targeted in our approach. Selecting products that you know those businesses already buy will put you on the front foot, as she explained, “People get a lot of content today; it’s really easy to switch off if it’s something you’re not engaged in. So, spend time understanding and interrogating your customers a little bit more, to understand what it is that they need from you, rather than what you want to sell to them.”

The session finished on a heartwarming display of teamwork, as the panellists highlighted the need for more collaborative working in the dealer community. Whether that’s working with other dealers, with manufacturers or with wholesalers. Steve Morely explained, “We have a big shed, but I don’t have all the answers; you have the answers, because you know what you’re selling. If I can make some money on it, then I’ll put it in stock. It’s quite simple, I need your help. But you’ve got to trust me. I think, for me, the challenge is just letting the walls down a bit.”

Simone summed up the flavour of the room to finish the session, saying, “We’re all in this together, right? We’re not as transient as some of the larger scale organisations that we’re competing against day to day; lots of your teams have been in your business for a long period of time, you’ve got some really great secure relationships, and some excellent expertise. So let’s harness it together.”

THE END OF ANOTHER SUCCESSFUL DEALER SUPPORT LIVE As the day concluded with some friendly drinks and chats, Dealer Support Live wrapped up for another year. We’d like to wholeheartedly thank all the speakers, workshop hosts, panellists and exhibitors for making this year such a resounding success. Most of all, we want to thank the dedicated and enthusiastic dealers who came along to be a part of it, and hope that everyone left with new ideas and inspiration to take forward in their businesses.

See you next year!

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INDUSTRY

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

Powering towards the future: Brother UK’s outlook for 2023

Coming out of a challenging 2022, Brother has its sights set on getting back to ‘business as usual’; we talk to managing director PHIL JONES to get the lowdown

A

s a company, Brother needs little introduction. A well-known information, communication and technology supplier with roots stretching back to the late 19th century, Brother has been successful in remaining relevant over many decades of business. UK managing director, Phil Jones, has been with the company since 1994, and as MD since 2013.

Summarising last year for Brother, Phil admitted, “I think we’ll all be rather pleased to see 2022 behind us, for sure.” Most notably, the end of 2022 brought with it the end to some of the significant supply chain challenges companies like Brother have faced, while they were waiting for shipping, production, factories, capacity and components to get back to business as usual.

“One of our greatest challenges has been the series of concurrent issues. Normally we’ve got one big problem to deal with, but I think over the last two years or so, we’ve probably had ten big things to deal with at the same time. This has caused lots of chaotic scenarios, where you’ve needed to think quite clearly through all of those.”

Despite the challenging environment, Phil and his team

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learned a lot from the post-pandemic working environment.

Being capable of handling pressure and difficult situations is a great quality to have, as well as appreciating what everyone else is going through. Phil noted, “The biggest lesson learnt was, in these times of great crisis, be careful, be patient, be observant of others, and don’t expect everyone to constantly be at your stand, because we all deal with these difficulties and pressures differently.”

But Brother did have some highlights in 2022, notably, “We were the first business in the UK to achieve Investors in People platinum for the third time. So, that was an absolute breakthrough for the business.” Recruitment continues to be a challenge for many businesses, and Phil believes that securing the award for the third time will not only attract new talent to the company but will also flag the industry as a great place to work.

Looking ahead, there is still much to be done at Brother, but Phil believes they are making great progress into getting back onto the front foot.

Focus right now is largely on ramping up, given the unblocking of the supply chain, and getting into a more ‘business as usual’ scenario.

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

CHALLENGES AHEAD When it comes to facing down challenges, Brother has had its fair share. In particular, shifts in the market have meant huge upheavals in business models, as Phil explained, “The print market had quite a shock to it from hybrid working, because suddenly millions of people that used to be in offices are now at home. That has changed print behaviour, it’s changed how people print, how much they print, where they print, all these things have changed. So, we’re just waiting for all of those things to settle so that we can understand what we think the future may hold for us as a business.”

Outside of Brother’s immediate business, Phil shared his thoughts on the challenges ahead for the dealer community more widely. In particular, he noted, “I think one of the big challenges, is understanding where your future will be; that your future may not be a direct representation of your past. So, making sure that you’re staying close to that and navigating through that as successfully as you can.”

Phil further noted that the sluggish economy isn’t helping anyone. Coining the term ‘stagflation,’ where inflation is high, but the economy is stagnant, Phil reflected on how that would impact business of all shapes and sizes, commenting, “… investment slows, brand plans fade, and businesses become very inward focused.

As a result, spend changes, thinking processes change, sometimes decisions take longer, investments may get put on hold. And that’s never good for our industry.”

In terms of preparing to meet these challenges, Phil recommended business leaders take a little time out to think about things. Getting bogged down in day-to-day issues is a perennial problem for busy managers, but he notes a wider view will serve them well in the current environment.

INDUSTRY

“Everyone’s in the trenches all the time, and you really do need to have a helicopter view right now.

You’ve got to look at things and really zoom out, and say, ‘Okay, what do I think I ought to be doing about this?’”

Taking that time out allows for some scenario planning, something Phil thinks will be critical for businesses to thrive in spite of the challenges. He shared the ABC method with Dealer Support, where A is a forecast if things stay the same, B is where things get better, and C is where things get a lot worse. “By taking a little bit more time out to think, you can get to many of the answers for your future, today,” he added. "

Everyone’s in the trenches all the time, and you really do need to have a helicopter view right now

SUPPORTING THE DEALERS Given Brother’s vantage point across the industry, Phil believes there is a great deal his company can do to support the dealer community. Vendors like Brother invest heavily in research and market information, which enables them to create programmes and sales strategies that are endlessly beneficial to resellers.

“A good example of is our product called Printix, which is owned by company called Kofax. It’s the easiest walk-in for anybody who has customers with printers. It solves lots of their pain points, it’s affordable, it provides lots of new benefits to that customer like Cloud printing.

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INDUSTRY

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

“But what happens quite often is that if the partner doesn’t really understand the concept of cloud printing, they’re uncomfortable to open the conversation with the customer. Dealers can use us to help with that conversation. We’ve got a team of enduser salespeople that can help with larger enterprisebased conversations; we’ve got technical presalespeople that could go and talk with the network engineers. So, the point being, you don’t have to have all the answers as the reseller to be able to capitalise on some of these opportunities.”

Brother works hard to knowledge-share within the industry, often hosting forward-looking industry discussions on its partner portal. Phil further noted the importance of having such forward-looking discussions with customers too, to find out where their pain-points are rather than just selling them a product.

“They’ll tell you the answers, and then you can cleverly go away and figure out whether you can be a part of that future with them. We’ve done that for donkey’s years and it’s provided some amazing opportunities for us.”

Looking ahead, Phil identified three key areas that dealers should be looking at as major sales opportunities. The first is the circular economy, and

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This whole idea of go big or go home; my answer to that is no. If you go big early, you’ll go bust

implementation of things like management solutions, collection and recycling. The second is general services, which, in the case of print, means offering adons to help customers do more with the hardware they have. And the third is specialised print, encompassing bespoke solutions for particular jobs, such as warehouse barcode printers.

As advice for the dealer community, Phil had this to offer: “Regularly review your pricing strategy, have an outstanding Customer Value Proposition - don’t spend your time trying to be everything to everybody – and fire bullets, then cannonballs. What I mean by that is, experiment, try products, try services, see what works, what doesn’t work - this whole idea of go big or go home; my answer to that is no. If you go big early, you’ll go bust. So, go small and then scale.”

SAFETY IS NO

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INDUSTRY

I N S P I R AT I O N

Standing outside women’s clothing shops STEVE CARTER, MD of Advantia, muses on an unexpected dose of inspiration found when loitering in a peculiar place

L

et me start with an

upturned cap which, literally, had only a few

DIVERSIFYING TO THRIVE

admission – I spend

coins in it, which I thought was a bit odd.

As I watched, I had a smile on my face. Only

a fair amount of my

Having moved to a slightly better vantage

a couple of weeks before, I had the privilege

time standing outside

point, I noticed he also had a sign inviting

of compering the closing keynote panel

women’s clothing

people to ‘tap to donate £3.’ Call me old

session at Dealer Support Live - the theme

shops. There you go; I

fashioned, but I am used to putting my hand

was, ‘Diversifying to thrive, not just survive’.

in my pocket, cobbling coins together to the

There were some extremely good and

Before anyone jumps to conclusions, let

value of around 50p, and then popping it in the

thought-provoking pieces of advice given.

me put this in context. My wife and I often take

busker’s receptacle. This time I couldn’t do that

a trip to neighbouring towns and cities for a

because I didn’t have a pocket full of change,

been very adaptable in our industry, and I

day out. Invariably, those trips end up with a

and haven’t for the last couple of years.

have no doubt we will continue to diversify

have got it out in the open.

In my humble opinion, we always have

wander through the local shopping centre. In

I watched a few people tap their card in

and thrive, because that is the way we are.

the early days of these ventures, I would find

appreciation and it really got me thinking. Here

For any businesses that need a leg up, this is

myself traipsing around women’s clothes shops,

was a guy who has had to change tactics and

where your dealer group can help. We know

literally following the footsteps of my other

diversify to some degree. He knows that each

that it can be a little daunting, stepping into

half, knowing that any opinion that I was asked

card tap he gets is the equivalent of six of me

an area that you have very little knowledge

to provide needed to be carefully considered.

walking by and popping 50p in his cap. He also

about. This is why we are able to give you

I quickly concluded that I would be far better

knows that the average person is only going to

all the help and support that you need.

off standing outside these stores doing a bit of

make one card tap during their visit, so he has

There is an old saying – If you are not in it,

people-watching and, for many a year, that is

to ensure that he maximises his chances against

you can’t win it.

exactly what I have done.

the competition.

Watching that busker perform, there

THE BUSKER

This guy had clearly got up early to make

was a simple reason that I had a smile on

sure that he had the best - and probably most

my face. Every thought, idea or piece of

There is a point to sharing this with you, and

lucrative - pitch available. He was able to adapt

inspiration that came from the prestigious

it centres around a recent trip to the lovely old

his set to suit whatever age group happened to

keynote panel had been adapted, in some

city of Bath. It was the usual routine - there, in

be in the area. He knew - as other buskers do -

small way, by that guy. And if he can do it…

the centre of the main shopping area, was me

that people are not carrying cash like they used

I think I might have to give the drum

standing outside a shop. In front of me was a

to, so offered an alternative option. He made

kit a quick dust down and take it on the next

busker with a small audience in attendance.

sure that he did everything he could to adapt

day trip to see how many taps I get. Knowing

As an ex-musician, I can tell you that this guy

his overall offer and receive as many £3 card

my luck, it will be a tap on the shoulder from

was very, very good. I noticed that he had an

taps as he possibly could.

the local constable suggesting I move on...

[16] SUMMER 2023

www.dealersupport.co.uk

SPONSORED

INDUSTRY

Turn over a new leaf and create native woodland in the UK

UK-based paper and material merchant’s Carbon Capture® programme continues to flourish

E

nvironmental

leading environmental initiative with

of paper, this calculation is verified by the

values are a major

well over 600 customers fully signed

Woodland Trust’s Woodland Carbon

focus for many

up and committed to the cause; from

scheme which operates under the

organisations,

dealers to printers, local authorities

government-led UK Woodland Carbon

shaping the

to banks and many other corporate

Code.” Hussein Ismail, Sustainable

mindset of

organisations, all supporting the

Business Director.

businesses and consumers alike.

creation and maintenance of local native

100% Of all Carbon Capture®

Environmental schemes and initiatives

woodland throughout the UK. To date,

contributions are sent to the Woodland

are not a new concept; in fact the

Premier and their customers have raised

Trust. The Trust is the UK’s largest

Carbon Capture® programme has

in excess of £1.65m for the Woodland

woodland conservation charity

been consistently popular for the last

Trust, planting over 443,000 trees and

with around 500,000 members and

12 years, but why?

capturing over 100,000 tonnes of CO².

supporters and more than 1,000 woods

Carbon Capture® customers are

of their own which are free to visit all

Dave Jones, developed the initial

supported by Premier with tree planting

year round. The Woodland Trust create

Carbon Capture® concept. He wanted

days, PR, videos, pictures, certificates,

havens for wildlife by planting millions

to offer Premier’s customers and their

and logos to help demonstrate their

of trees every year, campaigning for new

clients a platform from which shared

commitment to the environment and

laws to protect ancient woodland and

environmental values could be identified

their CSR values.

restore damaged ancient woods so they

In 2011, Premier’s Marketing Director,

and communicated. Subsequently, Carbon

“Carbon Capture® supports the work

can breathe again.

For more information about the

Capture® was born, giving businesses the

of the Woodland Trust whose mission is

opportunity to mitigate the CO² emissions

to establish 60,000ha of native woodland

Carbon Capture® programme visit

from the materials that are purchased from

which equates to an estimated 100

www.mycarboncapture.co.uk

the merchant and directly support the

million trees by 2030. Working closely

work of the Woodland Trust.

with the Trust we have calculated the

The Carbon Capture® programme

average amount of CO² emitted from the

has since grown to become the industry’s

manufacture and distribution of a tonne

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

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LEADERSHIP

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

What recovery?

Inside Paperstone’s rapid post-pandemic rebound Having already surpassed sales and profit levels for pre-pandemic years, we catch up with Paperstone CEO JIM BROWN to get the lowdown on the company’s success.

G

rowth, in business terms, is the raison d’être.

realised there was an opening in the stationery market that it was

Every company starts small, but those that fail

primed to fill. Over the years, it has diversified and expanded

to grow or begin to contract are not having a

into numerous other areas, including catering, paper, technology,

good time. So, when a CEO tells you, “We’ve

furniture and much more.

grown every year for the last 18 years, except

Co-founder and CEO Jim Brown summed up what made

one, which was obviously the pandemic year,” you know that’s a

Paperstone different from the get-go, and what led it to success. “We

healthy business.

were the opposite of what lots of people were in the market, so the

Founded in 2004 and based in Tunbridge Wells, Paperstone set out with a goal of selling ink cartridges online, but very quickly

[20] SUMMER 2023

www.dealersupport.co.uk

way we wanted to do it was, we wanted to acquire customers online, but then take the relationship offline.”

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

LEADERSHIP

Last year was our biggest ever year in terms of sales, and our most profitable year ever experienced a staggering 800% growth over the past seven years.

“When we started the business, we were like a deli - people bought bits and pieces from us, but never the core basket. Now, we have a lot of customers and most of our money comes from the core basket, which is great. However, I love the exciting new areas where growth is coming, which is clearly facilities and other areas like that.”

He noted that, although customers would find Paperstone online and buy online, the difference came when our sales team picked

SUPPLYING IN THE RIGHT WAY

up the phone to the customer. “We’re not just a faceless internet

Supplying such a diverse customer base is never easy, but Paperstone

company - we still have people talking to people, and that was the

keeps it under control by remaining laser focussed on its core market

difference. It is regularly a highlight in our Trustpilot reviews. People

– SMEs. Tenders and large contracts are not in its wheelhouse, with

love the human interaction.”

Jim preferring to spend his time really massaging his client base to deliver the best service possible.

ENJOYING THE MOST PROFITABLE YEAR EVER

“We look at what they want, we talk to them regularly, we survey

While most of us are still talking about recovery and comparing

them and try to find out what they want, and make sure that what

figures to 2019, Paperstone has already exceeded its pre-pandemic

we’re offering is what they need. There are other opportunities

performance by some margin. Jim explained,

sometimes outside of that, which we explore. Typically, we don’t stray

“Last year was our biggest ever year in terms of sales, and our

too far from our core strength.”

most profitable year ever, which was great given that we’d come out

During the pandemic, the firm ventured into self-stocking

of such an uncertain time period. We’ve adapted a couple of times,

certain products, in a bid to stay in control of the supply chain. Later,

extended our ranges and our offering, and customers have loved

when the paper crisis kicked in, Paperstone opted to maintain a stock

it, which has been great. We’ve acquired lots of interesting new

of paper itself to ensure smooth supply to its customers.

customers, so that’s been brilliant, to come back and be bigger than we were pre-pandemic so quickly.”

Looking ahead, Jim hopes 2023 will be as healthy as 2022 was for

“We ran a warehouse for two years. I use the word warehouse - it’s a little bit of a grandiose version of what it actually was. But we tried to deal with whatever situation arose. There was an opportunity there to

Paperstone. He admits that a good proportion of sales over the past

sell paper, so we did it. There was an opportunity to sell PPE, so we did

couple of years have been from PPE and COVID-related products

it. It’s not our long-term strategy, it was just a short-term win.”

– around 20% in fact. That stream is drying up now, and that 20% needs to be replaced with new products.

“Ideally, if we do the same sales this year as we did last year, we’ll be very happy,” he said.

Jim highlights the supply chain as a challenge for the future, noting a lack of innovation that he describes as an ‘Achilles heel.’ He added, “We need a reliable stable supply. We need two healthy wholesalers who are pushing each other forward, not dragging each

Diversification has been the name of the game at Paperstone,

other backwards. We need better technology, things like tracking

and Jim hopes to carry on in that vein throughout the coming years.

deliverability. If the wholesalers can invest in better technology

While remaining true to its stationery roots, the company is eyeing

capability, it’s a real-real win for us. So, it’s something we’re

growth in a number of areas, particularly facilities which Jim says has

strongly pushing for.”

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

LEADERSHIP

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

exclusively. In regard to product diversification at the wholesale level,

We’re not just a faceless internet company - we still have people talking to people, and that’s the difference

Jim noted, “From a wholesaler position it’s quite challenging; all of us have been uncertain as to what’s coming up over the last few years.

So, for them to restock or retool into a completely different area with a big investment, that then doesn’t materialise, I can absolutely see there’s some fear there.

“However, there are wholesalers out there that specialise in other areas, and so we’re exploring relationships with them to fortify the range that we’re getting from our traditional wholesaler.”

DELIVERING DIVERSIFICATION

With Spicers back in action and numerous smaller companies

Something Paperstone has done incredibly well over the years is

popping up, dealers are seeing more competition in the wholesaler

to diversify its product offerings to capture market demand at just

market. Will that be a good thing for suppliers? Jim thinks so,

the right time. It’s something lots of suppliers turned to during the

“I think two healthy wholesalers, lifting each other up, not just

pandemic, when traditional office supplies just weren’t in demand.

pushing each other down, beating each other on price, helping

But the trend at present seems to be slowing, with dealers less willing

to drive the market would be helpful. For me, VOW doing office

to seek out new opportunities.

products is brilliant. Perhaps if Spicers took a slightly different arm,

Jim elaborated on this, saying, “I think some people during this

had some of that but more facilities perhaps, so they weren’t exactly

period have dug in a little bit. It’s like a battlefield out there - they’ve

clones of each other, that might be better and more interesting as we

got in the trenches and held back, waiting to see what happens.

grow. Time will tell though.”

Whereas, if you get out there looking for opportunities, there are plenty of opportunities.”

Looking ahead, Paperstone continues to grow and try new avenues to win more business. Jim wholeheartedly believes there are still plenty

To diversify, suppliers need wholesalers capable of offering

of opportunities out there, noting, “If you can afford to take some

new product streams. Jim was very complimentary to VOW, the

risk, take some risk. If you’ve got some money, spend it, and look at

wholesaler he has worked most closely with over the past few years,

what’s out there. Dissatisfied customers in the marketplace, lots of new

but made it clear he’s not prepared to be tied to one wholesaler

products to sell … I think it’s a great time.”

[22] SUMMER 2023

www.dealersupport.co.uk

SPONSORED

INDUSTRY

The secret to succeeding online

By Paddy Donnelly, Business Unit Leader at ECI Software Solutions

W

e recently surveyed

EvolutionX had an average of 17.04

budget controls and price is often the key

over 400 customers

active catalogues - indicating just how

driver behind their decision making process.

operating across

important it is to offer a wide range of

North America

choice to customers.

Implementing procurement controls will simplify the purchasing process, enabling customers to set-up

and Europe to find CREATING PRODUCT GROUPS

authorisation controls, budget tracking,

they were using the most to ensure

Once these product catalogues are set-up,

approval workflows and PO enforcement.

eCommerce success. The report found

you might start to notice that one customer

This is especially important for companies

that product catalogues, product groups

wants a product that another customer has

trying to control rogue spend, as they can

and procurement controls were essential.

absolutely no interest in. Specialist B2B

restrict employees from purchasing over

out which features

eCommerce software, such as EvolutionX,

the company’s allotted amount without

PRODUCT CATALOGUES

allows users to segment products into

seeking approval. It’s perhaps no surprise

Many customers have grown to expect a

different sets, called product groups.

that 87% of the top 20% of EvolutionX

‘one-stop’ shopping experience and it’s

These product groups can then be

stores had procurement controls enabled.

These are just three of the many

important to ask yourself, ‘What are the

displayed to specific customers and

products my customers need that I’m not

used to inform badges, rewards and

EvolutionX features that the most

currently selling?’. This will help identify

promotions. Having analysed the top

successful businesses are leveraging. To

new revenue streams and increase sales.

five EvolutionX stores, we found that

discover all of the trends that will bring

the average number of product groups

you eCommerce success, download the

that are updated by wholesalers on a

enabled is 33.6, highlighting just how easy

entire report here.

regular basis, the hassle of entering and

it is to identify up-sell opportunities and

monitoring each product no longer falls

build customer loyalty.

By introducing managed catalogues

to you or your team. Not only does this free them up to focus on more value-add

PROCUREMENT CONTROLS

activities, it will ensure that customers

While you can draw many parallels

receive that ‘one-stop’ shopping

between B2C and B2B customers, one

experience they are looking for.

important differentiator is that a B2B

In fact, our research found that the

customer is often a purchasing director

top 20% of online revenue earners using

or CFO. They might be working to strict

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

LEADERSHIP

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

Advantia: navigating challenges and embracing opportunities Small but powerful, Advantia has seen a year of challenges - but, as MD STEVE CARTER explains, every challenge is another opportunity

A

dvantia has had a rollercoaster year, facing various

OPTIMISM FOR THE FUTURE

challenges but also seizing opportunities. The

Despite the challenges faced, Advantia remains optimistic about the

company’s managing director, Steve Carter, has

future. Outlining the company’s goals and ambitions for the year

insights into the past year to share, including

ahead, Steve acknowledges that Advantia is a smaller group with

goals for the future and the strategies employed by

around 36 members. The focus will be on diversifying the group

Advantia to support its dealers. With a strong focus on communication

further, including welcoming new dealers. “We are about to welcome

and collaboration, Advantia has been able to navigate the ever-changing

another dealer into the group, and we’ll probably look to add a few

landscape of the industry.

more during the course of 2023. We won’t go too big - probably our

Summarising the previous year, Steve likened it to “a game of two

ceiling would be around about 50.”

halves.” The initial months were marred by the lingering effects of the

As with many suppliers over the past couple of years,

pandemic and the war in Ukraine, impacting pricing and the supply

diversification has been the name of the game for Advantia’s

chain. The shortage of paper - ‘papergate’ - hit the industry hard;

members too. Steve believes this will continue, noting, “The

paper mills redirected their efforts towards more profitable products,

diversification across the group that we’ve seen - not just last year,

exacerbating the scarcity of paper.

but since the start of the pandemic - that will continue. We’ve got lots

“For us, in our industry, it’s like a chip shop without any chips. It hit

of different suppliers of new products and services coming in and

really, really hard,” Steve says. “but then, as the second half of the year

talking to us, some of which may have some mileage, some of which

came along, it seemed to ease a little bit. More people were encouraged

may not, so we’ll go down that route as well.”

to go back to work. The shipping costs came tumbling back down again,

Sustainability and environmental initiatives will also take centre

and the pressure on the supply chain eased. In the latter part of last year

stage, with two dealers, in particular, leading the way. Steve is hopeful

dealers started to claw back some of the business, perhaps, that they

that these trailblazers will support the rest of the group in their push

hadn’t had in the first part of the year, and it did start to get better.”

towards net zero.

[24] SUMMER 2023

www.dealersupport.co.uk

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

LEADERSHIP

Advantia has worked to establish both next day and 48-hour delivery services in partnership with Exertis, and what has transpired is that, actually, more dealers are placing more orders on the 48-hour option. “They can go and talk to their customer and say, ‘Look, I can deliver all six of your lines in 48 hours, or you can have five, and then we’ll bring the other one the day after,’ and the customer tends to say, ‘We’ll take the 48-hour option all in one go; it saves us time and effort’,” Steve explains.

Breaking away from the confines of next day deliveries has been a learning process for the dealer group, but with one eye on sustainability, having fewer deliveries carrying more products each time makes absolute sense.

No two dealers are the same, and I make it my business to understand our dealers’ businesses APPEALING TO DIVERSE BUSINESS NEEDS Running a group of dealers with a wide variety of business needs

CHALLENGES AHEAD

can be a challenging task. However, Steve’s experience as a dealer

The industry as a whole faces challenges related to pricing and

and supplier has provided him with valuable insights that help him

margin pressures. Steve believes open communication with

deliver the best service to his members. “I’ve walked in their shoes a

customers is vital in addressing these challenges effectively. “It’s about

little bit,” he explains.

talking to your customer, making them fully aware. They’re probably

“No two dealers are the same, and I make it my business to understand our dealers’ businesses. I go to their premises, I talk to

already aware of the challenges, but keeping that dialogue going will be essential.”

them, and I learn about their businesses; so, if we bring something

Additionally, he encourages dealers to view the rise of flexible

new to the table, I know which dealers it will benefit. I’ll also know

working not as a challenge but as an opportunity. By understanding

which ones will need help from the other dealers in order to embrace

customers’ evolving needs, dealers can offer tailored solutions and

that, if they want to.”

capitalise on the demand for products that facilitate remote work.

Reflecting on the previous year, Steve emphasises the importance

Ultimately, navigating the way through the challenges ahead, in

of not taking anything for granted. Unforeseen disruptions, such

Steve’s view, all comes down to maintaining lines of communication,

as the paper shortage, taught the industry a valuable lesson about

but, in order to communicate proactively, dealers need to be

adaptability and Steve has also been working to unchain his members

informed - and that’s where Advantia comes in.

from the shackles of the 24-hour delivery window.

“Over the years we’ve made a rod for our own back in terms of

“It’s about taking the pressure off the dealers, doing all that background work for them. We’ve got a really good relationship with

deliveries. Everything’s got to go next day. ‘If I don’t send that next

our dealers - they will pick the ‘phone up and ask questions, and

day, Ted up the road with a rival business will deliver it and take my

they’ll expect us to be able to give them an indication or analysis. So

customer!’ No, he won’t.”

it’s about being that ‘crutch’, for want of a better word.”

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

LEADERSHIP

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

Furthermore, collaborative working has become a cornerstone of Advantia’s strategy. By facilitating collaboration among dealers, the company has witnessed joint projects and shared resources to meet customer needs. This collaborative approach has been well-received and has already yielded positive results.

Whatever challenge comes along, you’ll always get an opportunity out of it

SEEING OPPORTUNITY IN CHALLENGES Looking ahead, Steve notes that the ever-increasing demand for furniture presents a significant sales opportunity. “If you’ve got a

but when new products come along that do fit our dealer group, we

business, and a proportion of the workforce is flexible working,

lead on a training programme so that dealers understand what they

you’ve got the opportunity to change the space. We’ve seen businesses

are, what they do, how you can go to market, and where you go to

making it a little bit more spacious, desks not crammed in, and we’ve

market. Then we produce all of the marketing support in-house.”

picked up business by doing that.”

In terms of future success, Steve says there is never a bad time to

And furniture is not the only ready opportunity for suppliers,

remind customers exactly who you are and what you do. “It’s about

according to Steve. “Janitorial is another area that’s going very, very

getting yourself back out there and telling your customers, ‘We’re still

well. Workwear is going through the roof as well, to the point that a

here and we don’t only do office products, we do a whole lot more, so

couple of our members have now brought in in-house machinery to

you can come to us for everything.’”

do that workwear. A key area here is in healthcare, and not just NHS

In summary, Advantia is looking forward to more growth this

but also care homes, where dealers can take care of the embroidery

year, but is keenly focused on providing the best support possible

that goes with it as well.”

to the dealers already in the group. Whatever new hurdles might

Diversification has been plentiful during the pandemic, but has the trend begun to slow down? Steve says not, and has some words of advice for dealers looking to expand their product ranges, “​​What you have to keep in mind is, you can’t always be all things to all men,

[26] SUMMER 2023

www.dealersupport.co.uk

present themselves in 2023, Steve firmly believes that dealers should never let a good crisis go to waste.

“Whatever challenge comes along, you’ll always get an opportunity out of it.”

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SALES SUCCESS

OFFICE DESIGN

The aesthetic office - designing for the new normal Function still trumps form, but only just, as businesses move to make workplaces somewhere you really want to hang out

T

he modern office has reached a turning point.

BETTER THAN BASIC

With fewer people in the workplace on any

For decades, offices have survived on the essential basics, whether

given day and the lines between home and

that’s a plain spiral bound notebook or a grey filing cabinet to keep it

work becoming increasingly blurred, offices

in. But in the hybrid working world, employees are demanding better

have an opportunity to rethink the appeal

than basic when it comes to their work environment. Lawrence noted

of the working environment. And appeal is

the impressive growth in the luxury stationery market, commenting,

important, as businesses do their best to encourage their employees back into the building as frequently as possible.

This new flexibility and push for more pleasant working

“Some of the most recent data from The Business Research Company highlights how the luxury stationery market grew by a CAGR of 9.3% between 2022-2023. Primarily driven by the trends

spaces has seen a shift in demand towards more aesthetically

for personalised and sustainable products, this demand is anticipated

pleasing products. Colours, quality and sustainability are all under

to continue to grow further from $4.61bn to $6.5bn in 2027.”

scrutiny when businesses are making their purchases, and while

When it comes to luxury stationery, Exaclair knows its stuff.

cost is a consideration, this is being weighed up against a host of

Recently scooping up awards for its products at the Stationery

other factors.

Matters awards for the London Stationery Show, Lawrence and his

Lawrence Savage, UK marketing manager for Exaclair, believes

team have a finger on the pulse of current trends. He noted,

the investment in better products will be well placed for the modern

“The Scandinavian ‘Hygge’ trend remains popular. This is

business. He shared, “Although the initial outlay for luxury items can

reflected in the bestselling Exacompta range of Aquarel filing and

seem a tad exuberant sometimes, in the long run their quality and

organisational products. The range offers premium stationery items

longevity can pay dividends in relation to both maximising budgets

in pastel colours that encourage imagination, calmness and wellbeing

and employee wellbeing.”

by creating a cocooning atmosphere.”

[28] SUMMER 2023

www.dealersupport.co.uk

OFFICE DESIGN

SALES SUCCESS

In the long run, quality and longevity can pay dividends boost productivity by up to 3.5%, which emphases the importance of investing in the right equipment within your work surroundings.”

With the trend for hybrid working clearly here to stay, office owners have an opportunity to rethink the working space and to cater better to this ‘new normal.’ With fewer people in the office on a day-to-day basis, there is no longer so much emphasis on dedicating space to each and every employee. As such, there is space to think more creatively about what offices really need.

Simon Howarth, marketing and design manager for Dams, noted the importance of having spaces to collaborate. Given that not all team members are in the office all the time, facilities for working together have jumped up the priority list in recent years. He explained, “Collaboration is vital to business success, so it’s important to designate a space within the office environment specifically for this activity. Employees also recognise that a change of scenery in the office is an effective way to keep their creative juices flowing and their energy levels high. Businesses can incorporate this new mobility into the office layout by providing employees with a variety of workspace furniture and seating options.”

‘Hygge’ is all about comfort, cosiness and contentment, and falls

Not every workplace will fit into the Google-esque notion

in line with the rising trend for prioritising employee wellness. But

of beanbags, ping pong tables and floor to floor slides, but that

there’s another trend that isn’t going anywhere fast, and that’s for more

doesn’t mean business owners can’t have a bit of fun with design.

sustainable and eco-conscious products in the workplace. Exacompta

Collaborative spaces could include benches for one-on-one and small

has captured this market too with its new Bee Blue collection, which

group chats, acoustic pods for private conversations and team huddle

embraces the trends for blues and yellows in office design – said

areas for larger group work.

to improve performance and enthusiasm - combined with solid sustainability credentials. Lawrence added,

Fitting such a variety of furniture into an office might seem like a challenge, but modular options present a workable solution to this

“Demand for items that can be part of a circular economy has

problem as Simon explained, “In most businesses, people want to

continued to grow and this new selection offers the perfect solution.

be able to work where the inspiration strikes them. Modular and

Featuring Blue Angel certified items made from 100% recycled post-

mobile furniture makes that possible and make it easier for teams to

consumer plastics, Bee Blue not only meets the environmental

concentrate on finding solutions, getting things done, and moving

expectations of buyers, but the ergonomically designed, modular

the business forward.

desktop accessories and filing allow users to create a bespoke workspace to suit their personal requirements. “

DESIGNING FOR PRODUCTIVITY

“Mobile furniture designed for multi-functional use allows every team member to thrive, whether collaborative brainstorming, digital multimedia applications, informal meetings, or just taking a break. By creating a variety of semi-private zones within the office

Lawrence referenced some recent research that shows nicer offices can

footprint for employees to collaborate, meet and share ideas, the

actually lead to more productive workers. He said, “According to the

workplace becomes a hub of creativity and innovation, with infinite

Stoddart review, utilising improvements within office environments can

possibilities in a single space.”

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

SALES SUCCESS

OFFICE DESIGN

TRENDS FOR 2023

means people can work how they want,

With a world of possibilities at their fingertips,

when they want.

office managers and business owners are finding new creativity when it comes to office design. For 2023, the top trends that are emerging include: Residential touches: With employees used to working from home, the workplace is fast becoming more home-like. Elements like open shelving, floor lamps, rugs and curtains can go a long way towards making the office more inviting.

It’s never been more important to show your customer the wide ranging possibilities out there

Active workplace components: Ergonomic design has been popular for decades, but now this is moving one step further and into furniture that actually gets

Love for nature: With the push towards sustainability, biophilic design – design that includes natural elements – is having its heyday. Numerous studies have shown having plants or living walls in the office can improve wellbeing, while also making the air quality better for employees.

Clever colours: Neutral colours still have their place in the office, but now more pops of interesting hues are making their way into work as well. Orange is great colour to promote creativity, so perfect for a collaboration area, whereas blues can help people relax, so is

better suited to lounge spaces.

people moving. At the basic end, a standing desk can help workers

The benefits of designing a better workplace are far reaching,

change position more often, while more complex solutions might

starting with higher levels of recruitment and retention and going all

include bike chairs, treadmill desks and sitting balls.

the way up to lower stress levels, healthier employees and increased

Versatile spaces: Being able to adapt spaces in the office to suit

productivity. For the reseller, it’s never been more important to show

different purposes makes the workplace more functional. Using

your customer the wide ranging possibilities out there, and to help

acoustic panels, room dividers and multi-functional furniture

them harness inspiration to design better spaces.

[30] SUMMER 2023

www.dealersupport.co.uk

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SALES SUCCESS

D I V E R S I F I C AT I O N

London Stationery Show: The high-end opportunities Diversification is all the rage, but what if transformation sometimes means going back to your roots?

T

he London Stationery

been at the top of the minds of many businesses,

Show is the only trade

with our recent ‘State of the Industry’ survey

event in the UK dedicated

showing 53% of dealers are actively looking at new

to everything stationery.

revenue streams. From workwear to PPE, embracing

Taking place in May at the

new product ranges has seen dealers survive the

Business Design Centre

pandemic, and in many cases, thrive.

in Islington, this year’s event saw a 20% increase

But does diversification always have to mean

in exhibitors and a 12% increase in visitors. Over

branching out into unfamiliar territory? Given the

200 brands showcased their top-selling products

trend for hybrid working and WFH in businesses of

and brand-new ranges, from the industry’s leading

all sizes, perhaps going back to our roots can open

brands to independent startups.

new doors that we hadn’t previously considered.

As dealers, we’ve moved away from being

The high-end stationery displayed at the London

just stationery providers, and towards being more

Stationery Show (LSS) provides a window into an

holistic workplace suppliers. Diversification has

opportunity many dealers have yet to consider.

[32] SUMMER 2023

www.dealersupport.co.uk

D I V E R S I F I C AT I O N

SALES SUCCESS

Our recent ‘State of the Industry’ survey showed 53% of dealers are actively looking at new revenue streams GOING ANALOGUE

presence in the stationery market too. Specialising

While your common-or-garden notebook (spiral

in fun, colourful products, their notebook range

bound, plain cover) might tick boxes for the

allows customers to indulge their favourite themes,

budget-conscious business, the market for beautiful,

from pandas to stormtroopers and even fluffy covers.

high-quality products is trending up. A market

And, of course, each notebook is complemented with

survey by stationery brand Papier predicted a 20%

matching stationery items for maximum enjoyment.

increase in sales of paper notebooks and diaries in 2023, as people turn back to analogue organisation

AWARD WINNING STORAGE

in response to digital overload.

Office storage has traditionally been grey and

Papier CEO Taymoor Atighetchi said, “Putting

boring, but it doesn’t have to be that way. A

pen to paper is a great way to disconnect from the

number of brands have elevated these workhorses

digital world and switch off. Despite being digitally

of the workplace to beautiful status, thanks to their

native, Gen Z are looking for alternatives to the

smart use of colour, design and finish.

digital tools which dominate much of their lives.”

Winning the Stationery Matters award for filing

Exhibiting at the LSS this year, Cornish startup

and storage product of the year was ExaClair, the

OnceUponATuesday brought an eclectic collection

UK subsidiary of the Exacompta Clairefontaine

of notebooks, diaries and calendars, all very artistic

Group, with its Aquarel Store Box Multi Drawer

and design-led, and all printed on recycled paper.

Set. Inspired by the Scandinavian ‘Hygge’ trend - a

Their colourful products are designed to bring

Danish word for comfort, cosiness and feeling safe

joy to the working day, and to make note-taking a

- the box embraces pastel colours with 11 drawers

happy experience.

of various sizes. It’s completely made from recycled

At the other end of the spectrum, Italian brand Diarpell has been around since 1973,

materials, and has achieved Blue Angel certification.

Taking a different approach to pen storage,

and specialises in creating personalised diaries,

Esterbrook was a finalist in the same category

organisers and address books. Their products can

for its beautiful pen roll. Designed to keep up

make the perfect corporate gift, or could allow

to six pens safe and secure, the durable canvas

your customers to brand their stationery with their

roll is trimmed with suede and comes in three

logo for an on-brand aesthetic at every desk.

different colours. As for the pens, the company has

Here in the UK, Puckator has grown up as a

a stunning collection of high end pens, available

gifts and novelties business, but has a substantial

with specialised nibs for different writing styles.

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

SALES SUCCESS

D I V E R S I F I C AT I O N

THE SIX TYPES OF PRODUCT DIVERSIFICATION Horizontal - Introducing brand-new products or services, either within your niche or in a new market segment. E.g. A grocery store starting to sell Christmas decorations Vertical - Expanding a product line through the integration of products in the existing supply chain.

E.g. A car dealership

Office storage has traditionally been grey and boring, but it doesn’t have to be that way

starting to sell tyres Concentric - Introducing new products or services that are closely related to your existing products

GET YOUR ECO ON

with a pen made from recycled plastic, including

and services. E.g. A sofa

Of course, there were plenty of products that

2.5% ocean plastic. There were many more ‘green’

company starting to

pushed the sustainability message at the LSS this

products on display, highlighting the ongoing high

sell armchairs

year. Winning the Stationery Matters award for

demand for eco products.

Conglomerate -

the sustainable stationery product of the year was

Introducing new products

highlighter to achieve the Blue Angel eco-label.

DIVERSIFYING IN YOUR COMFORT ZONE

Available in both luminous and pastel colours, the

While these higher end products may seem more

products and services.

pens are made from 90% renewable resources, and

suited to the retail market than the office, the lines

E.g. A clothing company

can be refilled multiple times.

between consumers and businesses have blurred.

starting to sell toys

Many of these companies are firms dealers are

Defensive - Being

brand Pukka with its Pukka Planet Cork Pencil Case.

already talking to, so it makes sense to build on that

forced to diversify to

As you might expect, the primary material is cork, a

relationship by offering something a bit different

remain competitive,

highly sustainable substance, with vegan inks giving a

from the norm.

due to competition,

edding, with its 24 EcoLine highlighter, the first

Also nominated in the category was well-known

or services that have no relation to your existing

touch of colour. The Pukka Planet range has a variety

There’s something to be said for selling a

of other recycled and eco-friendly products available;

product that is familiar and comfortable, and

or existing products

we particularly like the ‘don’t be a prick’ pencils,

stationery remains a core vertical for most dealers.

becoming outdated.

engraved with planet-positive messages.

Diversifying within these comfort zones makes

Offensive - Diversifying

sense, and with the workplace now sharing space

aggressively to grow by

included Coffeenotes, with a notebook made from

with home for many employees, introducing

entering new markets and

recycled coffee cups, Exacompta and its pencil

customers to some of these innovative, unique

attracting more customers.

case made from recycled water bottles and Pilot

and special items could be a winning strategy.

Other finalists in the sustainability category

[34] SUMMER 2023

www.dealersupport.co.uk

saturation of the market

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LIVE IT

TEABREAK

LIVE IT Life hack Got a drawer full of partly used batteries? To find out which ones have the most juice left, drop them onto a table from a height of around six inches.

If they give a small bounce then fall over, they’re good. If they bounce around more than that, they’re dead or very low on power.

Dorset farm park accidentally breeds rare lambs Farmer Palmers, a popular Dorset farm park, has recently welcomed two rare-breed lambs in a rather unexpected turn of events. Five months ago, one of the farm’s Shetland ewes escaped and got into the same pen as a handsome Valais ram called Hank, leading to predictable outcomes.

CAPTION COMPETITION

“You only need a couple of hours for the deed to be done, so we only (realized) a couple weeks ago when she gave birth to the cutest little lambs,” farm director Sandra Palmer-Snellin told the BBC. The twin lambs, one boy and one girl, are a cross between the Shetland mum and the Valais dad. The farm says these are a new breed to the team and have decided to call the breed ‘Shalais’ in recognition of their heritage.

Sandra added, “The Valais are quite impressive sheep, with black faces and a lovely thick fleece. The Shetland sheep are kept in a separate pen but one of the

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females must have been full of the joys of spring and quite determined.”

Quote of the month

Business opportunities are like buses, there’s always another one coming.

Richard Branson

[36] SUMMER 2023

www.dealersupport.co.uk

?

TEABREAK

Did you know?

According to the Guinness Book of World Records, “strengths” is the longest word in the English

language with one vowel. The word contains nine letters, eight of them being consonants.

UP!

Residents of a Welsh town who are out and about are finding happy surprises left for them in unexpected places. As reported by BBC news, a florist in Merthyr Tydfil has been leaving what she calls ‘lonely bouquets’ for local people, in a bid to cheer them up.

Fay Trowbridge first started delivering lonely bouquets around the town five years ago, when her business, Daisy Chain, was celebrating its first anniversary.

Since then, she has given away more than 150 bunches of flowers to people in the town.

This year, she wanted to support local businesses by leaving the bouquets outside shops, on park benches, in schools, cafes and gyms. The lonely bouquets have been popping up throughout May, to shine a light on Mental Health Awareness Month.

Fay told BBC News, “Even if I only made one person smile, to me that’s better than none.”

PUB QUIZ

1. Which European country will be adopting the euro for the first time in 2023?

2. What are MPs forbidden from wearing in parliament?

3. What popular confectionary product was banned in Singapore in 1992?

4. True or false: It is illegal to place a postage stamp upside down on a letter in the UK. 5. What is Yorkshire caviar?

Answers: 1. Croatia 2. Armour 3. Chewing gum 4. False 5. Mushy peas

‘Lonely bouquets’ are popping up in Merthyr Tydfil THUMBS

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Knock me down with a feather THEY DRAINED A WHOLE RESERVOIR TO FIND A PHONE An Indian government official drained an entire reservoir after he lost his phone. Food inspector Rajesh Vishwas was reported by the Times of India to be taking selfies on his Samsung smartphone by Kherkatta dam when it dropped into the water.

Claiming the device contained ‘sensitive government data,’ Rajesh instructed divers to search for the phone. When they couldn’t find it, he then demanded diesel pumps be used to drain the lake.

More than two million litres of water was pumped out over three days. Unsurprisingly, when the phone was discovered in the mud at the bottom of the reservoir, it was waterlogged and would not switch on.

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

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

Bringing hope, peace and unity to the good brethren of business supplies Father P muses on the intriguing dynamics of coffee shop working in the face of our ever-changing work practices

A

t one stage last month, every member of our staff was in a different coffee shop at the same time. They were all sitting there with their laptops open at some website - which made it look like they were contemplating something important - until the next email came along and they could, once again, touch the keys and look busy.

People have had to train themselves in this particular aspect of coffee shop remote working. It’s okay to sit at your desk in the office and stare dreamily into the distance with your colleagues - I mean, they all know the score; there’s no point in doing anything when there isn’t anything to do - but it’s a different matter when you are surrounded by people you don’t know, and you imagine that they are all wondering why you are sitting there in the first place.

We love the remote working model at Clip Office. It really does make you think about what we were actually doing in the office for all those

[38] SUMMER 2023

www.dealersupport.co.uk

years, standing around in the kitchen moaning about our career choices and discussing Dickinson’s Real Deal. Really, we should have been at least trying to get new business, or to keep the current customers happy against all odds.

Mrs O’Reilly, who looks after our logistics, marketing and biscuits, doesn’t like the coffee shop remote working model at all; she likes to sit beside the fax machine in the office all day.

Moreover, none of the coffee shops seem to have a fax machine she can sit beside, and she’s very against the reps having the freedom to move around the village without her having any sort of control of their start and finish times.

We’ve tried to explain to her that the working model has changed - but

she’s having none of it. The reps are now complaining that they can’t really relax over their coffees because she can appear at the shop window at any moment, looking at her watch and staring them out until they get in their cars and start prospecting.

Lots of our working practices have changed over the last couple of years. We spend a lot more time sourcing product, and making sure that the customer is happy to get the wrong product delivered, whilst paying twice what they used to for it - and we seem to spend a lot more time selling products we know absolutely nothing about - but at least we are still here, and operating, even if it is a bit tougher and involves a lot more coffee-drinking now than in the past.

We love the remote working model at Clip Office. It really does make you think about what we were actually doing in the office for all those years

FINAL WORD

Using datadriven reporting to drive sales

ROBERT HARPER, marketing director at Prima Software, talks about harnessing the power of datadriven reporting to enable businesses to drive growth, increase profits and foster innovation

A

Robert Harper

Marketing director at Prima Software

continued desire to

targets to see who is exceeding expectations

and this can be taken further by analysing

grow is essential for

and who may need their goals restructuring

low or negative margin items to prevent

successful business

to ensure your sales force are working in the

repeated loss lines slipping through the net.

owners, but are you

most efficient manner.

sure you’re maximising

Analysing these targets in a regular,

These exceptional lines should be regularly tracked so that profit margins

the potential of your existing clients? We

scheduled report can support your team

are maintained and regulated, accelerating

often see dealers looking for the next big

when targeting accounts to follow-up on,

growth rather than lying hidden, creating

innovation, but growth can come from areas

maximising efficiency to drive sales on those

an unseen barrier which limits the success

which are often missed or neglected. This is

new or existing clients who may be at risk of

of your efforts.

where data-driven reporting can help shape

becoming dormant.

Although report analysis can be seen

The overarching benefit of tracking new

as a time-consuming and repetitive task,

business, retention and account management

following data trends allows you to become

winning new clients, yet these accounts can

is profit! Running daily or monthly reports

proactive rather than reactive. Observing

easily lapse if they’re not regularly tracked.

on these areas can support financial targets,

and building on the basics of business

the future of a business.

There is so much work that can go into

The same can be true for existing, long-term,

procedures means that your expansion

customers who may have no spend for the

attempts will not be in vain.

month to date.

By utilising business intelligence data, dealers can focus on strengthening the relationship between them and their existing clients, increasing profit levels without the grind of getting that first sale over the line.

Reporting on account retention by an account manager is key to success here.

It’s important to regularly review employee

Are you sure you’re maximising the potential of your existing clients?

LIVE IT

The foundations that dealers work hard to build can be monitored and maintained through valuable and intelligent data-driven reports, providing the tools needed to respond to an ever-changing industry. In this way you can capitalise on the great work that has already been undertaken so that innovation and development can flourish.

www.dealersupport.co.uk

SUMMER 2023 [39]

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Enjoying this issue of Dealer Support?

If you like what you see, you can subscribe for free! Don’t miss out on receiving your own monthly issue

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Issue 331 Issue 295

The results of our

inspiring success in the workplace supplies industry

‘VOICE OF THE DEALER’ survey are here!

PHIL JONES MARKETING ANDREW BEAUMONT STEVE HARROP

Our Industry MADE FOR

inspiring success

Featuring three exclusive interviews with key industry figureheads from major

2020 VISION new products and category trends EMPOWERING DEALERS THROUGH WORKING TOGETHER

SELLING INTO THE EDUCATION MARKET – HOW TO FIND YOUR EDGE

Office Friendly on the benefits of working as a community

How can dealers make the most of this burgeoning market?

2020 VISION New products and categories OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE SELLING IN THE Inside SUCCESSFULLY the newly-launched ECOMMERCE ENVIRONMENT Go2

Advice from Ben Jarvis at ECI Software Solutions

PHIL JONES Brother UK’s MD talks learning and leadership EXERTIS SUPPLIES: SIMPLICITY IS THE KEY TO BRILLIANCE www.fellowes.com

Why Andrew Beaumont believes a simple business model is most effective

SPICERS: A TALE OF TRANSFORMATION

We sit down with Steve Morley who fills us in on a rollercoaster three years

FLEXING TO SUPPORT MARKETING DIVERSIFICATION - INSIDE Why now is the time NECTERE Steve Harrop gives us the lowdown on all the changes that have been happening

Issue 333 Issue 296

Sustainability matters:

Dealer Support

inspiring success in the workplace supplies industry More Shredding.

Zero Jamming.

Insight Edition EVERY KIND is here!

OF CUSTOMER

Sustainable, straightforward, long-lasting products businesses trusted by in the channel and our full customers at home and in the workplace for over report 100 years; detailing the much-anticipated BANKERS BOX® is better in every way. A household name, results from our ‘voice of the dealer’ survey and a family business since 1917, built on enduring values and manufactured with advanced techniques. Backed by engaging IT PREDICTIONS FOR 2020 omni-channel marketing, effective customer support and a range What to expect for the year ahead intended to make category management simple. They’re much more than just boxes – they’re made for life.

May 2023 February 2020

Next Generation Shredders

GREEN EDITION

TRANSFORMING THE CHANNEL STEVE MCKEEVER EDUCATION IAN HAYWOOD STEVE WEEDON CAMERON MITCHELL

IT PREDICTIONS STEVE MORLEY

2020 VISIONBRESITZ OEMS AND MPS DRIVING CHANGE JEANETTE JOHN GREEN STEVE WEEDON

inspiring success

DEALER SUPPORT SUPPORT MAY FEBRUARY ISSUE 296 DEALER 2023 2020 ISSUE 333

inspiring success in the workplace supplies industry

DEALER 2020ISSUE ISSUE DEALERSUPPORT SUPPORT JANUARY APRIL 2023 331295

DEALER 2019ISSUE ISSUE DEALERSUPPORT SUPPORT DECEMBER MARCH 2023 330294

March 2023 Issue 330 Decemebr 2019 Issue 294

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Konica Minolta: going ever greener Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.

TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones

Shred 100% jam free

Shred with maximum micro-cut security Shred more, empty less with a waste

DELIVERING WHAT’S BEEN PROMISED

Steve McKeever’s advice bin capacity of up to 150% more sheets How the printing business is pivoting to new revenue for dealers Shred with optimal efficiency streams without losing sight of its green goals The next level of performance and robust quality from the global leader in shredders.

ALTERNATIVES TO TRADITIONAL CONSUMABLES

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

0203 794 8555 info@intelligentmedia.co.uk

CHASING NET ZERO: THE UKOS JOURNEY SO FAR

Ian Haywood, MD of UKOS, provides insight on the progress to date

BREAKING INTO EDUCATION ECO SOLUTIONS Making your way inFOR a MODERN OFFICES lucrative sector Exploring sustainable alternatives to the most in demand office products