DEALER SUPPORT DECEMBER 2020
December 2020
Issue 305
ISSUE 305 GEOFFREY BETTS ALISTER HALL KEELEY SHEPHERD
NEW YEAR, MORE CHALLENGES The industry makes it’s 2021 predictions
inspiring success
NEW YEAR, MORE CHALLENGES The industry makes its 2021 predictions TUNED IN WITH GEOFFREY BETTS Industry veteran enthusiastic about sectors future THE GO-TO MAN go2’s Alister Hall on taking risks to get rewards
On behalf of Matthew, Ellie and Dan, a big thank you for your continued support through this rather tricky year. Best wishes for a very Merry Christmas and a prosperous New Year.
Thanks to all of our customers for their continued support in 2020. We wish everyone a Merry Christmas and Happy New Year!
The whole team at ECI Horizon wishes its customers and suppliers a Merry Christmas and a prosperous 2021.
We’d like to wish you all a very Merry Christmas and a Happy New Year and all the very best from the ECI e-automate team!
THANK YOU and Merry Christmas to all our customers. We appreciate your continued loyalty and look forward to a prosperous, safe and better year ahead.
We would like to wish all our customers a very Merry Christmas and a happy, healthy and prosperous New Year.
Wishing you all a very Merry Christmas, a Happy New Year and a prosperous 2021, from the FusionPlus Team stay safe folks!
Wishing everyone in the industry a very Merry Christmas and a healthy, successful New Year from the team at Durable.
We would like to wish all our trading partners Happy Christmas and a prosperous 2021! Thank you for your support and loyalty through this “challenging” year!
Merry Christmas to our fantastic employees, customers and suppliers. Thank you for your continued support, and we look forward to working with you in 2021.
From the team at International Paper, we wish you a Merry Christmas. Thanks for your support through 2020 and we look forward to a safe and happy New Year.
Wishing you a wonderful Christmas from everyone at Brother. We’re looking forward to being “At your side” again in 2021.
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The final curtain After a tumultuous year which has been challenging for most of us - both personally and professionally - many will be glad to close the final curtain on M 2020 and look to 2021 for a brighter horizon. I imagine most of us have uttered you arkin rc g the words “I can’t wait for this year to end” at some point, and now it is finally ard drawing to a close. s Despite the hurdles 2020 has relentlessly thrown up, the industry has shown that, when the going gets tough, it gets going. Wholesalers, distributors, manufacturers and dealers all adapted quickly to the challenges this year A presented, and should all be proud of how they have faced these difficult times head on. Although a new calendar year may be soon to begin, the impact of COVID-19 will continue into 2021 and Brexit will become a more pressing issue. With this in mind, this month’s BIG ASK probes the industry for their 2021 predictions. We then go from looking forward, to looking back, as Geoffrey Betts reflects on 2020. Our DEALER SUCCESS story focuses on Alister Hall, of go2, who discusses his journey in the industry and how it has led to a successful 2020 and a partnership with Office Power. From there, we look at why 2021 is predicted to be a year of stationery success, with the stationery and cards market expected to grow and, bringing Dealer Support’s 2020 to a close, our FINAL WORLD comes from 3M’s Keeley Shepherd and this year’s final FATHER P. CLIP reflects on the Christmas cheer of yester years. Although this festive season won’t be full of the parties, gatherings and celebrations we are used to, I’m sure we will all be glad for a bit of Christmas spirit to lift our mood, with twinkling lights and nostalgic tunes making life seem a little less dark and dreary. I would like to wish you all a very merry Christmas and a happy new year full of health, prosperity – and, hopefully, a lot more fun than 2020! Stay safe, and enjoy the festivities! As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. SALES SUCCESS
S TAT I O N E R Y
A new report says the global stationery and cards market is set for strong growth in the coming years, and dealers are looking to take advantage of this trend with a range of products.
s Christmas
than £1.7 billion in 2018 on greeting cards,
RISING FAST
approaches, many
according to the UK Greeting Card Market
This is reflected in The Global Stationery
people will be
Report, undertaken by Echo Research
and Cards Market, a new report by Inside
thinking of sending
and commissioned by the Greeting Card
Market Reports, which says that the global
cards to loved ones
Association. Three-quarters of these sales
stationery and cards market is anticipated to
and friends to wish
came from ‘everyday’ cards – birthday,
rise at a considerable rate between 2020 and
occasions cards and also ‘blank for your
2026. In 2020, the market has been growing
them the best for the season – perhaps
even more so than usual this year given
greeting’, usually with a catchy message’ or
at a steady rate and with the rising adoption
that the COVID-19 restrictions which will
eye-catching design’ on the front.
of strategies by key players around the world,
be in place for many people around the
“There is plenty of evidence to
UK will mean going to see them won’t be
show that Generation Z and Millennials
possible.
(18-34-year-olds) are fully engaged with
While the development of the internet
cards and buy more volume than any other
the market is expected to increase over the coming years.
Tim Browning, a director at Blake
Envelopes, agrees that there is a movement
has revolutionised how we communicate
age-group,” says Amanda Fergusson, CEO
back towards written communication.
with each other over the past 25 years –
of the Greeting Card Association. “This is
“For the last 15 years communication has
most of us use email daily, and don’t send
an incredibly positive trend for the future
become more and more reliant on digital
many old-style letters – many people still
of our industry. We still have a way to go
platforms and, in recent years, this to the
prefer to send physical cards to friends
to catch up with the US though – the US
point of saturation,” he says. “The events and
and relatives to commemorate birthdays,
Postal Service reported 44 million extra
experiences of the last 12 months have only
anniversaries and religious festivals.
Indeed, the UK public spent more
[26] DECEMBER 2020
cards were sent between 2017 and 2018 –
served to enhance this feeling. Yet through
which they say is due to Millennials.”
all this a counter-movement
www.dealersupport.co.uk
Ellie Potter Acting editor
EDITOR Ellie Potter
CREATIVE TEAM Billy Odell
HEAD OF SALES Matthew Moore
DIRECTOR 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. Printed in the UK by Buxton Press www.buxtonpress.co.uk
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DECEMBER 2020
Contents INDUSTRY 08 NEWS AND VIEWS
The latest news and views from the industry
12 BIG ASK
Brexit and predictions for the year ahead
20 ALL BETTS ARE OFF
Stewart Superior’s Geoffrey Betts discusses the 2020 rollercoaster ride
12
DEALER SUCCESS 22 THE GO-TO MAN
Alister Hall on taking risks to get rewards
SALES SUCCESS 26 MARKING YOUR CARDS The resurgence of stationery
LIVE IT
22
30 LIVE IT
Take a break and enjoy some lighthearted fun
32 FATHER P. CLIP
The good Father reflects on Christmas celebrations of years gone by
33 FINAL WORD
3M’s Keeley Shepherd with the final word of the year
Ma you rkin rc g ard s
26
“It has been a rollercoaster, to be honest, and I’m grateful to be sat here at the end of November with a company which is still in good shape”
20
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Podcast: Spectrum Industrial enters office products TUNED IN with Alex Tatham, supplies market
Westcoast
Welcome to the first issue of Dealer Support TUNED IN, a new series of podcasts for the UK business supplies industry. In this podcast Alex Tatham, MD of Westcoast, gives a clear account of how the 2020 COVID-19 pandemic has affected the business supplies industry, how that industry needs to change, and how dealers can adjust their business to thrive post-pandemic. Spectrum Industrial, a trading division of Centurion Europe, is a manufacturer
One of the UK’s largest privately owned
and supplier of safety signs and premises management products in the
companies, and on target for a record set of
industrial/FM markets. They are expanding their routes to market and
results despite the impact of COVID-19, here
have entered the office products supplies market, with agreements being
Alex explains his take on the industry, key
developed with wholesalers, distributors and dealer groups.
topics, and how resellers need to refocus on
Paul Kantecki, MD, commented: “It’s important that we look into new markets, and we are really excited about this new opportunity of supplying our leading range of safety signs and premises management products into
their businesses to be agile, adaptable and successful. For this episode Steve Harrop, a long-
the office products market. We offer a comprehensive range of safety signs
standing industry figure, TUNED IN with
to cover every conceivable customer requirement, all manufactured at our
Alex to discover the opportunities for UK
86,000sqft site in Doncaster.”
dealers to become successful in the tech
As a specialist manufacturer, all Spectrum’s signs conform to the BS EN
area. Alex provides some great examples of
ISO 7010 regulation, ensuring that all graphical safety symbols are consistent
‘business growth’ through the dealer channel
and compliant. “With over 20 years’ experience of manufacturing and
and is very enthusiastic about new product
supplying safety signs into the industrial, FM and health and safety supplies
opportunities. Innovation can be the key to
markets, we aim to bring our expertise and knowledge to help the office
success and Alex covers this in some detail,
products suppliers grow their sales with a product outside of the traditional
providing dealers with an insight into new
stationery assortment,” Kantecki explained.
and exciting product categories.
Spectrum is working with major partners in the OP market to gain
Join Alex and Steve in this fascinating
placement on web platforms for late 2020; with class-leading drop ship
discussion - and have your own say by
capability, resellers can be assured of the best ranges of products with
getting in touch with us by email: hello@
excellent availability across the channel.
dealersupport.co.uk.
[08] DECEMBER 2020
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
VOW Wholesale announces extra Christmas deliveries
INDUSTRY
CTS Toner Supplies expands sales team CTS Toner Supplies has three new members in its sales team. Paul Nelson joins the team as regional sales manager for Central UK; he has been working in the UK office supplies industry for last 25 years with his most recent experience at Spicers and Office Team heading up the EOS and MPS divisions. He brings a wealth of experience and new ideas. Tim Wills, the new CTS regional sales manager for Southern UK, brings with him 20 years sales’ experience and has worked with Canon, Panasonic,
In a change to previous years, VOW’s distribution centre will continue to
Samsung and Toshiba, bringing a broad
pick and despatch all direct delivery sales volumes between Christmas and
knowledge and understanding of the
New Year.
industry.
Operations director Martin Weedall says that changing customer behaviour, and discussions with VOW’s value add resellers, has led to this
CTS also announced an internal
change in approach. “While forecasting sales volumes in the current situation
promotion within its sales team. Charles
remains a challenge, we recognise the importance of maintaining a ‘business
Mill has been promoted to internal sales
as usual’ stance as far as possible to support our VOW resellers. The COVID-19
consultant. Charles, who previously
pandemic has driven many changes in the way we all live and work, especially
worked at a Rymans print shop as a print
when it comes to the number of people now working from home. This change
consultant, started at CTS just over a
in end-user dynamics is one that we have seen ourselves, from an operational
year ago in a customer support role and
perspective, and feedback from resellers has been that extending our trading
has shown both great enthusiasm and a
window over the Christmas period would be a welcome development in
natural skill for sales.
support of their own service offering.” VOW is anticipating that working habits over Christmas may also change,
Steve Clayton, MD, said: “We were lucky
with home-working leading to the potential for additional demand over the
to find such experienced individuals
traditional holiday period. “We know that there is a definite trend to people
to join our dedicated team, as well as
buying from local businesses, and that is great news for resellers,” says
to spot talent within the company. We
marketing director Helen Wade. “We will make sure that we do all we can to
are all looking forward to a prosperous
support them in building relationships and providing great service to their
2021, furthering our position in the
customers. Opening the warehouse between Christmas and New Year to
market as the choice supplier with the
facilitate deliveries on December 30th and 31st is not something VOW has
best service and broadest product
done previously, but it is necessary this year to support our reseller community,
range offering.”
and in response to changing customer behaviour.”
www.dealersupport.co.uk DECEMBER 2020 [09]
INDUSTRY
T H E M O N T H T H AT W A S
ECI Software Solutions to be acquired by Leonard Green and Partners Upon completion of the transaction, funds advised by Apax Partners, which acquired ECI in 2017, will retain a minority stake in ECI. Financial terms of the transaction were not disclosed. Under the ownership of Apax Funds and Carlyle ECI has experienced rapid growth both organically and through strategic mergers and acquisitions. Since 2017, ECI has made 15 acquisitions, helping it gain significant market share and scale, internationally, with sizable transactions in Europe and Australia consolidating its presence in those regions. “The ECI team and I have had a powerful partnership with Apax and Carlyle as we have built the company into a leading SaaS business software solutions and services provider,” said Ron Books, ECI’s CEO. “They have been instrumental in the tremendous growth of our company, and we are proud of what we accomplished together. We are excited to welcome LGP as our new partner, and I am confident that this is
BIC launches Horizon strategic plan The Horizon strategic plan, which is an extension of the ongoing BIC 2022 – Invent the Future transformation plan, is focused on a set of initiatives that build on BIC’s strengths, with an intensified focus on consumer needs and sustainability. The strategy is grounded in BIC’s new vision of ‘We bring joy and simplicity to everyday life’, and its raison d’etre of, ‘creating high quality, safe, affordable, essential products, trusted by everyone’. “The goal of our Horizon plan is not only to amplify the core capabilities that have propelled our company for the last 75 years, but to also go beyond them into adjacent segments to ensure our long term, sustainable growth and profitability. My vision is to transform BIC from a manufacturing and distribution-led company into one which is more consumer-centric and fit-forpurpose, consistently seeking greater efficiency and reduced complexity in everything we do. “This strategy will accelerate growth, and prioritise sustained cash flow generation, to ensure sustainable returns to shareholders, and value creation for all stakeholders, for many years to come,” said Gonzalve Bich, CEO of BIC.
[10] DECEMBER 2020
www.dealersupport.co.uk
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INDUSTRY
BIG ASK
NEW YEAR, MORE CHALLENGES The one thing we can be certain of about 2021 is that nothing will be certain. Due to either Brexit or COVID (or both!) we know that constant change is inevitable. In this month’s BIG ASK we ask what is likely to change in the industry next year, and what dealers need do to adapt now to grow turnover in 2021
[12] DECEMBER 2020
www.dealersupport.co.uk
BIG ASK
INDUSTRY
Alex Tatham, MD, Westcoast
the products that Westcoast distribute or which are sold by
Westcoast have been planning for
readers of Dealer Support. This could change, but it is unlikely
Brexit for over two years and this
that tariffs will be introduced anywhere in Europe. The biggest
December is the third time that
issue here will be developments in ongoing US and China
everyone has had a run at the actions
trade wars.
they need to take to manage the
These calmer waters will probably lead to less volatility
changes that are hurtling towards
in exchange rates too. However, price rises are inevitable
us all in the UK and Ireland - with
as the administration costs of managing the UK new regime
precious little sign that there is a
and freight movements will result in a gradual rise in prices.
‘false dawn’ this time around. Like all the other times, we
These are unlikely to be as violent as predicted previously,
are preparing for a ‘no deal’ scenario - the thought process
but dealers will need to be able to prepare themselves for
being, plan for the worst and any deal, however ‘thin gruel’ it
a more volatile price book - which will move them more
might be, will just make the situation better.
towards the IT industry’s business model, and away from the
What’s interesting is that the situation feels different this time around. Why? Is it that the pandemic has made us weary’ and a no-deal Brexit can’t be any worse than we have already
fixed price, corresponding to a catalogue period, which they currently use. However, some things are definitely not going to change
been through this year? Or is it because we have had such a
no matter what deal is struck – most notably, the need to
long time to get used to the idea that suppliers and freight
manage product data, paperwork, VAT, Irish deliveries and the
forwarders must be better prepared? Or, perhaps, 2020 has
inevitable divergence of regulations.
made us resilient, and if we can cope with all the things that COVID-19 has thrown at us, we can cope with anything! One thing is for sure though, it does feel different.
Most importantly, all dealers - and anyone exporting to Ireland, Northern Ireland (it will be treated as an export) and continental Europe - will have to ensure they are able to print
There is less hysteria; less news and, well, fewer arguments.
the commodity codes and countries of origin on their despatch
Everyone has now accepted it’s going to happen; it can’t be
documentation. It is a huge job to collect such codes, and
stopped, so we have just got to get on with it. For instance,
the support of the manufacturing community has been varied
resellers/dealers attitude to delays at port of import has been
with some (e.g. HP) being fantastic, and others non-existent.
much calmer than it was when the two previous deadlines
Distribution will perform well here, providing services where
came and went. Then, distributors stocked up with vendor
dealers do not have the resources and contacts.
support to cushion the blow that would inevitably happen
Dealers must be able to prepare correct paperwork. The
when Kent was turned into a lorry park; this time, very few
EU will stop and fine consignments that do not meet the
vendors have asked Westcoast to hold increased inventory –
regulations.
perhaps because there are shortages but, much more likely, is
The advice for every dealer must be to go the
that they too are better prepared. The demand from dealers
government’s checklists (the British Chambers of Commerce
has also been calmer – everyone will have to wait.
do a very good one) and ensure their readiness. Hoping that
It’s fair to say that this is not the case in the car industry -
this will all go away, or magically get better, is not a strategy.
where JIT manufacturing will be crippled - or in the fresh food
Partner with the right distributor, open up your procurement
industry - where a two-day delay will prevent acceptance of
to more options and, above all, don’t panic. Sometimes it
consignments. But, in office products, we’ll be patient.
sounds worse than it is and, with a methodical approach,
It is also generally accepted that tariffs are unlikely in
Britain will carry on trading well.
www.dealersupport.co.uk DECEMBER 2020 [13]
INDUSTRY
BIG ASK
Adrian Butler, MD, VOW
ports is 95%+ deep sea vessels from outside the EU, so any
Wholesale
disruption should be very limited. There will be no changes
2020 has been consumed by the
to the customs’ procedure for orders coming from outside
COVID-19 pandemic; however,
the EU, and our freight forwarder is confident that we will
as we approach the end of 2020,
not see material delays due to Brexit.
we understand the continued
With regard to other products, VOW Wholesale’s
uncertainty surrounding Brexit
merchandising team has been working with our vendors
and its imminent deadline. Please
to identify possible risks to supply, and to mitigate these
be assured that VOW Wholesale
wherever possible. We are planning to buy an additional
is here to support you throughout whatever the deal or
£5m of stock by the end of this year.
no deal outcome may bring, and now is the time for us to update you on our position - be it deal or no deal. VOW Wholesale is taking all reasonable steps to
Cost increases It is possible that the value of Sterling will fall following
mitigate the potential impacts of Brexit. We have identified
Brexit, which would make imports of both raw materials
that the primary risks are as follows:
and finished products more expensive; it is also possible that tariffs will be payable on some imported goods. As the
Supply chain delays
UK’s largest business supplies wholesaler, VOW Wholesale
It is likely that the import arrangements for goods from the
will continue to leverage our purchasing power as much as
EU to Great Britain (England, Scotland and Wales) will be
possible, to secure the best possible prices.
impacted at the end of the transition period. This could mean
Nonetheless, it is possible that VOW Wholesale will
that disruption for supply chains becomes a more tangible
be forced to take significant cost increases, as a result of
risk, but VOW Wholesale is prepared and ready to adapt to
Brexit, that are wholly beyond our control and which we
new processes and activities to smooth the transition.
cannot avoid or absorb; these may result in price increases having to be applied at short notice.
New customs arrangements We have been working through the key challenges and
Staff shortages
assessing how the rules for imports between the EU
VOW Wholesale employs some EU citizens within its
and GB may change after the transition period. The
operations. The large majority of them hold permanent
government has introduced a new, staged approach to
positions, after we acted earlier this year to mitigate the
imports from the EU as of January 2021, which will apply
risk of staff choosing to leave the UK after Brexit was
both in a deal or no deal scenario, with the intention of
confirmed. We believe that most – if not all – will continue
facilitating the smooth flow of goods.
to work for us into 2021 and beyond. Clearly, other risks may emerge as the precise form of our
Risk mitigation
exit from the EU becomes clearer. In all events, however, VOW
The only products that VOW Wholesale imports directly
Wholesale is committed to communicating all issues that arise
are private label lines from the Far East. The imports of our
to its customers as soon as they emerge, openly and honestly,
private label products from Far East factories come into
and mitigating any impacts on service and/or pricing as much
the UK via Southampton or Felixstowe. The intake at these
as reasonably possible.
[14] DECEMBER 2020
www.dealersupport.co.uk
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INDUSTRY
BIG ASK
David Jones, group marketing director, Premier Paper Group
customs‘ inspection until July 2021. Premier has analysed which products are delivered by this
Whilst the outcome of a potential
method through channel ports and will be taking steps to
trade deal with the EU remains
build stocks prior to 1st January 2021, to negate the potential
unclear, it is now confirmed that,
negative effects of unreliable delivery times.
from 1st January 2021, goods arriving
Much of Premier’s supply of paper comes from long-
from the EU will require customs‘
distance suppliers by sea - which should be at far less risk of
clearance to be allowed into the UK,
delays as none of these suppliers use any of the channel ports.
and goods going to the EU from the
Premier will be generally increasing stock levels to cushion
UK will require the same. Premier Paper continues to prepare
the effects of any early post-Brexit delivery disruption, but
for new customs‘ procedures as we enter the last quarter of
customers using deliveries direct from our supplying mills
2020, and we are finalising our plans with all relevant parties in
should consider the effect delays may have upon production
our supply chain.
schedules as it will be difficult to guarantee precise delivery
To mitigate any issues that may arise through new, post-Brexit, customs‘ procedures discussions are ongoing with suppliers to ensure they are well aware of known
dates around the start of 2021, especially in respect of goods coming roll-on, roll-off through channel ports. With regard to the commercial effects of Brexit it is
requirements for customs‘ clearance, such as clarifying
still too early to know what these may be, as we need to
their incoterms and commodity codes. We are also seeking
consider the possibility of a deal being struck with the EU
to fully understand what actions they are taking to reduce
or, indeed, a no deal. It is of some comfort that, in the event
any customs‘ delays, such as signing up for Authorised
of no deal, then standard WTO tariff schedules on standard
Economic Operator (AOE) status, and arranging clearance
paper and paperboard are zero. However, in the event of a
of goods themselves - both of which should help reduce
no deal some specialist products may be subject to tariffs.
delays at UK customs.
We expect news on any tariffs that need to be applied to
In addition, Premier Paper will be working with a specialist customs‘ clearance agent to ensure the smooth flow of goods through ports where our suppliers are asking Premier
specialist products to become clearer and be communicated in the weeks ahead. Premier Paper are now part of OVOL, a $5bn international
to arrange goods‘ clearance. It is probable that European
paper distributor, giving us additional financial security to
suppliers operating a roll-on, roll-off distribution model
reassure our customers that we can help them through these
through the channel ports are most likely to see potential
volatile and challenging times. We continue to hold around
delays - as even small delays to the flow of goods traffic could
30,000 tonnes of stock across our 16 UK warehouses, as well
see an accumulation of traffic flowing through these ports
as additional stock at UK ports
in both directions. This is where Premier sees the greatest
We believe we are well on course in terms of our
potential for customs‘ delays, even though HMRC and border
preparation and will, therefore, be well placed to ensure we
control have stated that they will not be stopping goods for
minimise any impact of Brexit.
[16] DECEMBER 2020
www.dealersupport.co.uk
BIG ASK
INDUSTRY
Mark Wilkinson, regional vice
eventually have to be passed on to the customer and the
president, UK and Ireland, ACCO
consumer. This is because we are moving from frictionless trade
Brands EMEA
to something different. Some examples of the costs that could
What is likely to happen to stock
be incurred relate to duties (taxes), import fees, increased
availability?
stock holding and cost increases related to significant currency
Hopefully, there will be no impact
movements. Our pricing for 2021 is already set, and we have
at all. ACCO UK are taking every
chosen not to speculate on a no deal outcome. Any potential
possible measure under our control
negative impact of Brexit is, therefore, not reflected in that
to ensure our supply chain continues
pricing. In the event there is no free trade agreement between
to run smoothly and reliably. We maintain a very close working
the EU and the UK then our costs will increase - and these may
relationship with our European factories and external suppliers,
be passed on to the market in the fullness of time.
and that is not going to change; we have a well thought through plan to mitigate the potential impact of any disruption
Are there any specific regulations dealers should be
that may arise. At this stage, it’s hard to predict exactly what
aware of?
might happen, but we believe that any disruption at ports will
As the situation currently stands, the domestic shipping of
be relatively short-lived.
goods seems to be staying broadly as it is today. The main areas of change involve the labelling of goods, when placed on
What should dealers be telling their customers, if anything?
the UK market, as well as changes relating to the cross-border
If you want it, order it. Nobody knows exactly what will
supply into the Republic of Ireland. We are working closely with
happen, and we might see disruption at ports, with container
government and trade bodies, as well as our Irish partners, to
shortages, and existing COVID-19 restrictions, on working
prepare for these eventualities.
practices at ports being potentially exacerbated by other Brexit-related issues. Large, established suppliers like
What provisions have been put in place at your company
ACCO have a broad portfolio and solid supply chains and,
for Brexit, and why?
in the unlikely event that supplies of individual products are
We have put together a full, cross-functional team to ensure
disrupted, we will have plenty of other great products to
business readiness across all areas of the business including
satisfy the needs of the customer. If they want to be on the
sales, operations, supply chain, compliance, factory, finance,
safe side, and they have storage capacity available, resellers
IT and legal. We are doing all we can to ensure stability and
should place orders early to give themselves and their
continuity for our channel partners in January and throughout
customers peace of mind.
the first quarter of 2021. Like everyone else, we are hoping for some clarity from the negotiations and the relevant regulatory
Will the cost of products increase? If so, why?
bodies between now and the end of the year - but, for now, we
Brexit will increase the costs of doing business in the UK for
remain confident in our ability to manage whatever comes our
many businesses and, in the longer term, these costs may
way, and we’re planning for every possibility.
www.dealersupport.co.uk DECEMBER 2020 [17]
INDUSTRY
FUJITSU
CLEARING A PATH THROUGH THE DATA JUNGLE One-in-three businesses still don’t have a plan to digitally transform the way they work, and achieving this is difficult for 50% of these; this presents opportunities to dealers to help them make the transition and achieve the competitiveness they seek.
I
nformation – and the application of it
26% citing that their current setup makes it difficult to share
to gain a competitive advantage – is
information with others.
fundamental to any business in any sector.
This can affect all levels of a business. When employees
Today, businesses have access to more
don’t have easy access to key information, or it can’t be shared
information than ever before but, to be
across departments, then inefficiencies can increase and lead
of use, it has to be interpreted correctly;
to errors with customers receiving a sub-optimal service which
86% say that managing the amount of information in their business poses a challenge, according to findings unveiled by
can, in turn, lead to lost revenue. The figures in this research highlight the need for
information management solutions provider PFU (EMEA) Ltd in
businesses to digitally transform if they are to be competitive
the Fujitsu Image Scanner Organisational Intelligence Survey
in the future. The study shows that 35% of businesses surveyed
2020, a research project into the state of digital transformation
do not yet have a clear digital transformation plan in place -
in Europe.
and that digital transformation poses a challenge for 50% of
In addition, of the respondents - taken from more than 1,000 IT and business decision-makers across France, Germany, Italy, Spain and the UK - 24% said they have lost important
organisations – while 61% believe it is impossible to become completely paperless. This is hampering their ability to operate in increasingly
documents and 23% said they have experienced inaccurate
competitive environments and develop organisational
decision-making because of how information is organised.
intelligence, Fujitsu says. Organisational intelligence is the
Meanwhile, 27% of businesses said that information is not currently easily available within their organisations, with
[18] DECEMBER 2020
www.dealersupport.co.uk
capacity of a business to derive maximum value from its information; it involves the ability to create flexible knowledge
FUJITSU
INDUSTRY
pathways that add value at every stage to every employee. An
competitive - especially as 61% believe the paperless office is
intelligent organisation uses insight to strategically adapt to its
an impossible dream.
environment or marketplace, according to Fujitsu. “Digital transformation is no longer a ‘nice to have’ for
There are other opportunities for dealers in this journey, the research revealed. For instance, 54% of respondents said
organisations; it’s a business imperative as more accelerate
they see scanning as an important digital transformation
their technology investments to be able to thrive in today’s
enabler, while 56% of records are stored both on paper and
highly-dynamic workplace,” says Mike Nelson, senior vice
digitally – which means there are opportunities to sell various
president, PFU (EMEA). “However, without the capacity to gain
storage applications.
valuable insight from the information they hold, organisations
The survey asked businesses what the primary
will not unlock the full capabilities that digital transformation
considerations are when selecting a supplier of scanning and
can enable.”
image capture solutions. By far the most important factor was ‘product quality’, which was cited by 44% of respondents. The
PRODUCTIVITY INCREASE
second most important factor was ‘innovation of products’
Customers will be better served by employees who can access
(mentioned by 24% of respondents), followed by ‘price
approved information quickly – productivity has been shown to
competitiveness’ (23%) and the ‘ability to manage information’
improve by 20-25% in organisations with connected employees,
and ‘exploit data and product warranties’ (both 22%).
the report says. Likewise, the knowledge base of employees
“Viewing the organisation as a single, interconnected
grows the more information is readily available to them and,
system of knowledge flows that can complement each other
as more employees interact and update this information, the
opens up opportunities for a business to gain maximum
organisation’s overall intelligence increases.
value from the information it has access to, and increase
The key benefits of well-organised information for
organisational intelligence,” said John Mancini, past president
businesses according to the survey are: improved productivity
of the Association for Intelligent Information Management. “It’s
of the workplace (31%), simplification of processes (30%),
reassuring to see that, despite the challenges businesses face,
cost-effectiveness (28%), faster decision-making (25%), client/
many are actively navigating their digital transformation journey
customer satisfaction (24%), ability to easily share information
to unlock their full potential.”
(23%) and avoiding wasted time (23%). The end goal for more than half of organisations is ‘company growth’ or ‘remaining competitive’, while 44% said
Embrace digital transformation with Fujitsu Document Scanners
‘improving staff efficiency and productivity’ is a trigger to launching digital transformation programmes. RESELLER OPPORTUNITIES
However, while the benefits are well understood, there are still barriers that businesses need to overcome in order to make the transformation. For instance, 34% cited security risks as a barrier to digital transformation, while regulatory compliance issues, and a lack of internal skills and/or resources to digitally transform, were both mentioned by 27% of respondents. A promising sign is that organisations are now recognising that they need to do more to better manage their information as part of their digital transformation journeys, with 80% turning to external experts to help them do so, and overcome the barriers mentioned. This creates opportunities for dealers who provide information capture solutions that will enable organisations to gather and process data and use it
Visit our newly refreshed channel enablement portal where you can download the report in full as well as watch a webinar taking a detailed look at the findings and customer opportunities. tinyurl.com/OIREPORT1
Offer your customers the benefits that digital processes can bring:
to make intelligent decisions that will allow them to remain
www.dealersupport.co.uk DECEMBER 2020 [19]
INDUSTRY
S T R AT E G Y I N T E R V I E W
TUNED IN with Geoffrey Betts Industry veteran Geoffrey Betts, of Stewart Superior, has been in the office supply market for more than 35 years but is still enthusiastic about the sector – and its future - despite a rollercoaster year.
I
n all his years in the industry, Geoffrey
Stewart Superior has maintained a turnover of about £4
has not seen a year like 2020, and the
million for the past three years which, given the general
threat posed by the COVID-19 pandemic.
downward trend in the office products market in that time, is
“We were very badly affected at the start
something that Geoffrey is justifiably pleased with.
of lockdown,” he concedes, “but we managed to turn ourselves into a COVID
EXPORT EXPANSION
supplier very quickly. We stayed within the parameters of what
This maintenance has been primarily achieved by expanding
we knew, rather than try and get into masks and visors; we
Stewart Superior’s markets in recent years. “I started going
stayed in our signage and display category which, fortunately,
to America – a bit like taking coals to Newcastle in the view
enabled us to have a tremendous second financial quarter.
of our being part-owned by an American company – and
“It has been a rollercoaster, to be honest, and I’m grateful to be sat here at the end of November with a company which is still in good shape.” The company is indeed in good shape. Marlow-based
[20] DECEMBER 2020
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eventually we found ourselves a partner who took us into Staples and Amazon, and got us started about four years ago. “That was a tremendous springboard. We are now working with very large resellers in America. We also started working
S T R AT E G Y I N T E R V I E W
INDUSTRY
is one of those situations where suddenly you find a product you have been selling for ever is suddenly no longer en
I’m grateful to be sat here at the end of November still with a company which is still in good shape
vogue. That’s what has happened to the office product market in core stationery supplies.” Replacing those products – and the margins – is difficult, and often requires moving into new markets, but success is usually down to the individual dealers, he says. “You look at the large independent dealers - and even the smaller independent dealers who are growing; if you are hungry, focused and driven, and know where you are going, there is still a great business to be had and you will continue to grow. “I have never lost my enthusiasm. I still get out of bed
with a company in Canada 18 months ago; that is growing as
in the morning and come in, and there are other people
well, and we are slowly but surely getting our brand established
like me out there driving businesses. I hope we continue to
in all the big resellers in Canada and the USA.
be successful. The independent dealer definitely has a role
Geoffrey adds that Stewart Superior is expanding further into Europe as well. “We had been thinking for a while if we should have a mainland Europe presence, in terms of
to play; the ones we work with offer great service and have great ideas. “It’s not all about price; it’s about service delivery, and
warehousing and support to our customers, because then we
taking the customer on an experience – when you come in,
could offer a dropship option to the likes of Amazon, Office
they have to think ‘What have you got new today?’ ‘Where are
Depot, Staples, Lyreco or whoever.
you going to take my business?’”
“During the year the pressure has been on more and more to do this. The government has failed us badly in not
ON TREND
telling us exactly what is happening with Brexit – the fact
Geoffrey adds that it is imperative for successful companies
that it is November 26, and business does not know what
to stay on trend with what customers want, as this is changing
is happening, is quite incredible. How all governments – I
all the time. Home working is, obviously, a growth area, and
include the EU in this – have not managed to reach an
Stewart Superior are planning to launch a furniture range in
agreement is beyond me.
the second quarter of 2021, preceded by a lighting range in
“The decision we took was to make sure we are ok. We are opening a warehouse in Holland - it will be open on
the first quarter, to cater for this. “The lights will come out with a USB port – no plug
December 2 - but we won’t start shipping until the new year.
socket; you won’t have the problem of different plugs for
We will be a player in Europe to our European customers,
different countries as the USB port is universal,” says Geoffrey.
and will make all the problems they perceive – and they
“Products will move that way, generally, and that is where we
might only be perception – in dealing with a UK company
are heading initially,” he says.
post-Brexit go away. This gives us the opportunity to do what we do successfully in the UK, and to take more of this into mainland Europe. That is the plan. “It’s an exciting time. Not only have we got the UK to run, but Europe and USA as well, and we can’t even get on a plane. Thank heavens for Zoom!” INDEPENDENT PLACE While Stewart Superior has looked overseas for expansion, Geoffrey believes there is still a place for smaller independent retailers in the UK market. “We are in a difficult market, so the industry is doing as well as you could expect it to,” he says. “It
You can listen to more of Geoffrey’s views, including more on his history in the sector, in the second episode of Dealer Support’s new podcast.
CLICK HERE TO LISTEN NOW
www.dealersupport.co.uk DECEMBER 2020 [21]
DEALER SUCCESS
DEALER PROFILE
THE GO-TO MAN 2020 has been a great year for ALISTER HALL. His business is thriving - at a time when many are floundering - and he is growing his team, and the divisions within his business. How has he pulled off this miracle?
A
lister puts his
something Alister learned when he started
was coming up to 40; I was a director, and in a
success down to
out in the industry as an 18-year-old
good position, but I considered that in five, 10
how he fosters close
telesales agent for a dealer. “That was all
or 15 years’ time there was no possibility they
partnership-like
via the ‘phone using the Spicers catalogue,
were going to give me a share of the company.
relationships with
a record card box and an ashtray on the
I would just be expiring, and not having
customers, something
desk,” he laughs. “I really enjoyed that. I
anything to show for the years I had put in.”
that has been at the heart of what he has
have always enjoyed talking to people in a
done throughout his professional life, and it
consultative, friendly way, rather than having
TAKING THE GAMBLE
is a philosophy that has brought him success
that supplier-customer relationship, and
So Alister decided to take the gamble and
for 25 years, whether as a telesales agent or
seeing it as more of a partnership. I have
strike out on his own – and really did put
running his own business.
always been into the partnership element.”
his money where his mouth is. “The first
After success in that role, Alister moved
thing I did was to make big personal lifestyle
Ltd, a new name in the industry, but one that
up to managing a telesales team, along with
changes to significantly my reduce outgoings
has made significant progress this year, thanks
his own roster of premier clients. This later
to take the pressure off myself financially.
in part to developing good relationships
developed into a field role, which again he
with customers, but also listening to these
took to easily. “It was natural for me to sit in
having the pressure of having to replace my
customers and what they need to grow their
front of people and talk to them.”
salary with immediate effect.
Currently he runs product supplier go2
businesses. Alister also partnered his business
However, despite the dealer being
“That gave me the freedom of not
“I effectively gambled on my own ability
with Office Power earlier in the year, and this
successful, and developing significantly during
to replace that salary. Within three years I
has had a huge impact on productivity and
Alister’s time there, by 2014, he felt he had
had doubled it.”
streamlining processes.
plateaued. “I wanted the opportunity to work
Developing customer relationship is
[22] DECEMBER 2020
www.dealersupport.co.uk
for myself rather than for others,” he says. “I
In the beginning, Alister joined a couple of old schoolfriends who supplied cleaning and
DEALER PROFILE
DEALER SUCCESS
janitorial products. He set up his supply chain
at -helping clients get their business-critical
business as consultancies and have an agency
through an office dealer services provider
supplies, whatever they may be, wherever
agreement with me,” he explains. “Once
and started selling under the name Nu Office.
they maybe and whenever they are needed”.
they sign that agreement they have access
Initially, he was successful but, before long, he became frustrated with the arrangement, Alister felt that the provider was
to all the products, services and marketing NAME CHANGE
we provide. They then go out and bring on
Alister set up a new company, Go2 – so
all the people they know, and get an agreed
aligned more with smaller clients ,while he
called because his customers think of him as
profit-share every month.
had more experience managing a smaller
the ‘go-to’ person for supplies. The name was
number of large clients, where he could
chosen to avoid the company being thought
business, which offers marketing goods,
develop relationships and provide a more
of as ‘just an office products supplier’.
and procurement business that tackles
personalised experience. This frustration incentivised Alister
“We also have a specialist promotions
“I used to get pigeonholed because of
items that are not necessarily day-to-day
the Nu Office name; a lot of companies in
but, nevertheless, are still high value and
to make another move, this time into a
the industry make the client feel like they are
important for our clients to be able to
partnership with Office Power. “I now
dealing with an office furniture supplier OR
access. Each division has consultants who
have access to all the Office Power tools -
an IT supplier OR a stationery supplier - and
are specialists in each area. We are always
suppliers, support, credit control, marketing,
so they miss out on other projects. I thought,
adding new divisions so please get in touch
invoicing and scale,” he explains. “I get paid
if I have a neutral brand, we can be like a
if this is of interest; we’re currently looking at
on any invoice we raise. Even though there
chameleon and suit what the clients want
recruitment and property divisions.
is a slight elevation percentage-wise in terms
us to be, rather than trying to change their
of fees [compared to previous arrangement],
perception all the time.”
the cost of the products in my basket is cheaper, so my cash margin is higher. “It also means I can effectively cash flow
“The model I use works so well because the self-employed agents are being paid a large profit percentage, so motivation levels
LIKE-MINDED PARTNERSHIPS
are high and, because everyone knows where
Since joining with Office Power Alister has
they stand there is no man-management
forecast because I know what I would get at
sought to create partnerships with like-
the end of each month. The system means
minded colleagues and through an agency
that I am no longer credit controlling for
contract agreement. “They all own their own
two weeks a month. I now spend just two days carrying out admin, while the rest of the month I get to do what I am really good
www.dealersupport.co.uk DECEMBER 2020 [23]
DEALER SUCCESS
DEALER PROFILE
required as everyone is singing off the
I would meet a finance director or head
they are also talking back. Social media and
same hymn sheet and I basically lead from
of procurement at their office, suited and
email marketing are helping us to develop
the front.
booted. There’d be handshakes, and I’d give
more leads and grow relationships.”
“Our supply chains are locked-in and automated; we are effectively a stockbroker. Clients come to us and have a login and
them some statistics, and set some objectives for the next month. “But COVID-19 changed this
The sales and marketing teams work closely together so that the right messages go out to clients regularly, and in a personalised
account; they can input, or we can do it for
arrangement; this summer meetings would
manner - personalisation being key to
them, and they can order whatever they
be in a client’s garden, their husband/
everything that happens at Go2.
want, whenever they want, and have it
wife making me lunch, petting their dogs,
delivered to wherever they want.
meeting their children, and talking about
WHAT WILL 2021 BRING?
planning their return to work and what they
Looking to the future, Alister wants to build
could do with their home working staff.
on this initial success and is looking to take
“The most challenging task was setting up the business, but now it is like a polished machine! I owe a lot of credit to Office
“It created some beautiful relationships
on more agents – although he is seeking
Power for enabling me to launch Go2,
that I would never have been able to achieve
quality, rather than quantity. “We cherry-
and to work from their platform. “They
in a normal environment. It also meant the
pick who we work with. Anyone we bring
have transformed my business. I had some
client knew that we were doing everything to
on we ask, ‘Are you going to add value to the
conservative estimates of what we could
support them through the pandemic, while a
team? Are you going to work with us to get
achieve in the first year and we smashed
lot of suppliers had closed.”
us where we need to go as a collective?’ We value teamwork, shared goals
these in the first four months.” Considering that most of those four months coincided
MARKETING
adaptability and forging great relationships;
with the first COVID-19 lockdown only
Marketing is also responsible for the growth
this is the secret to my success”.
makes this more impressive.
of the business. Alister was keen to develop a marketing model not seen in the industry
TAKING THE CHANCE
and used a marketing strategy that involved
When the lockdown came Alister saw it
both email marketing and social media.
as an opportunity. “We found a lot of our
“The pandemic meant that we were
competitors were closing, and furloughing
adapting both our business and the
staff, which presented a huge opportunity for
supplies we offered and this needed to be
our business,” he says. “The first thing I did
communicated to existing and new clients.
was speak to my clients. Fortunately, many
Home working assessments with qualified
were businesses that needed to continue to
physiotherapists, PPE, branded face mask,
work throughout the pandemic. I asked what
home office kit-outs were just some of the
they needed us to do to become a supplier
ways we pivoted to provide for our clients,
to help support them. I then set up supply
and we needed to let them know. I decided
chains with established suppliers of PPE,
to invest in a marketing strategy that would
masks, signage - any supply they would need
inform clients of our services, and that
to keep their business running.
would be visible on all the relevant social
“Our turnover quadrupled within the
networks. Now the conversation is two-
first two months of the pandemic. Our
way; not only are we communicating to our
clients switched their purchasing over to all
clients through email and social media, but
these products they needed, and it was in huge volume.” Another reason for Go2’s success is that throughout the pandemic Alister continued to meet his clients and suppliers – socially distanced, of course. “Before the pandemic
[24] DECEMBER 2020
www.dealersupport.co.uk
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SALES SUCCESS
S TAT I O N E R Y
Ma you rkin rc g ard s A new report says the global stationery and cards market is set for strong growth in the coming years, and dealers are looking to take advantage of this trend with a range of products.
s Christmas
than £1.7 billion in 2018 on greeting cards,
RISING FAST
approaches, many
according to the UK Greeting Card Market
This is reflected in The Global Stationery
people will be
Report, undertaken by Echo Research
and Cards Market, a new report by Inside
thinking of sending
and commissioned by the Greeting Card
Market Reports, which says that the global
cards to loved ones
Association. Three-quarters of these sales
stationery and cards market is anticipated to
and friends to wish
came from ‘everyday’ cards – birthday,
rise at a considerable rate between 2020 and
them the best for the season – perhaps
occasions cards and also ‘blank for your
2026. In 2020, the market has been growing
even more so than usual this year given
greeting’, usually with a catchy message’ or
at a steady rate and with the rising adoption
that the COVID-19 restrictions which will
eye-catching design’ on the front.
of strategies by key players around the world,
A
be in place for many people around the
“There is plenty of evidence to
UK will mean going to see them won’t be
show that Generation Z and Millennials
possible.
(18-34-year-olds) are fully engaged with
the market is expected to increase over the coming years. Tim Browning, a director at Blake
cards and buy more volume than any other
Envelopes, agrees that there is a movement
has revolutionised how we communicate
age-group,” says Amanda Fergusson, CEO
back towards written communication.
with each other over the past 25 years –
of the Greeting Card Association. “This is
“For the last 15 years communication has
most of us use email daily, and don’t send
an incredibly positive trend for the future
become more and more reliant on digital
many old-style letters – many people still
of our industry. We still have a way to go
platforms and, in recent years, this to the
prefer to send physical cards to friends
to catch up with the US though – the US
point of saturation,” he says. “The events and
and relatives to commemorate birthdays,
Postal Service reported 44 million extra
experiences of the last 12 months have only
anniversaries and religious festivals.
cards were sent between 2017 and 2018 –
served to enhance this feeling. Yet through
which they say is due to Millennials.”
all this a counter-movement
While the development of the internet
Indeed, the UK public spent more
[26] DECEMBER 2020
www.dealersupport.co.uk
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SALES SUCCESS
S TAT I O N E R Y
The most popular products have been
seems to be gathering momentum; the
recent projections also estimate that the
inherent value, reliability and authenticity of
market will recover to reach somewhere
across a range, Lawrence adds. “Writing
tangible written communication is cutting
between US$186.9-$217.9 billion by 2027.
instruments and notebooks remain the most
through the digital blur.”
“Additionally, the value of the greeting
popular items, with around a third of those
cards sector should stabilise at around $7bn
working from home also seeking filing and
worldwide,” he adds.
organisation products,” he says. Having a
And when people write cards and such like, they want to use quality products to make them stand out and be memorable
“Nonetheless, premium stationery
larger number of remote workers has also
– something that recipients will want to
continues to be an area of growth. This has
had the knock-on effect of creating more
keep; the Greeting Card Association ran its
been particularly fuelled by recent trends -
family time, which has stimulated growth in
#cardtokeep to this end last year.
such as journaling, and the rising number of
the number of arts and crafting hobbyists.
Figures from business data provider
staff working from home, especially during
“Thus, there has been more demand in
Statistica show that, in 2019, UK households
the pandemic. The latter has also influenced
activities such as origami and other paper
purchased more than £2.84 billion worth
the impact on the demand for more
crafts like card making.”
of stationery and drawing materials. While
customisable greeting cards, with people
this was slightly down on figures for 2018,
having an increased desire to communicate
variety of products to be popular in the
where £2.98 billion was purchased, it is still
with friends and loved ones using a more
coming months – and, again, this will be
more than was bought in 2014 and 2015,
personal touch.”
influenced to some degree by the pandemic.
Lawrence adds that he anticipates a
One driver of demand for stationery
“Notebooks and desktop accessories that
stable, whereas other sectors, such as office
and cards has been the pandemic, Lawrence
are treated with antimicrobial additives to
stationery, have declined during the same
adds. “There has been a significant uptick
protect against bacteria, viruses, mould and
time period.
in home schooling and people working
fungi are very much in the public mind at the
showing that the market remains broadly
remotely – a recent IPSOS survey indicates
moment,” he says. “Also, the ability to create
PANDEMIC DRIVER
that 54% of UK workers are now working
a versatile home office environment which
Lawrence Savage, marketing manager
from home more than one day a week –
not only maintains worker efficiency, but
at stationery, arts and crafts supplier
which has driven an uplift in online demand
also offers ergonomic and eco-friendly items
ExaClair, notes that, despite an anticipated
for items that can aid home-based learning,
which easily integrate into their surroundings,
2.8% overall decline in the global office
as well as keeping children and adults
is a trend that is set to continue influencing
stationery and supplies market during 2020,
occupied within the home environment.”
future product design.
d ase ith e r c w n in icate a e n hav mmu ones uch e l o p to d c Peo ire to d love sonal r des ds an re pe n o frie g a m usin
[28] DECEMBER 2020
www.dealersupport.co.uk
SALES SUCCESS
TEABREAK
LIVE IT Life hack Tired of loose, open vegetable bags in your freezer? Hang them from the freezer shelf using binder clips — it will save space, too!
CAPTION COMPETITION
THUMBS UP A very happy meal As reported by BBC News, a six-year-old boy who paid for another person’s meal at a McDonald’s drive-thru sparked a chain of kindness when everyone in the queue followed suit. Blake Durham was ordering breakfast at the fast-food chain in Stockton-on-Tees when he told his mum he wanted to “do something kind”. He told his server he would buy food for the man in the car behind. The youngster’s act of kindness then spread - with car after car paying for the meal of those next in line. Blake said he had wanted to make the first recipient “happy, and let them have a good day”.
Quote of the month “If life were predictable it would cease to be life and be without flavour.” – Eleanor Roosevelt –
[30] DECEMBER 2020
www.dealersupport.co.uk
TEABREAK
Did you know?
SALES SUCCESS
?
The hashtag symbol is technically called an octothorpe. According to the Merriam-Webster dictionary, the ‘octo’ prefix refers to the eight points on the popular symbol, but the ‘thorpe’ part remains a mystery. One theory claims that it comes from the Old English word for ‘village’, based on the idea that the symbol looks like a village surrounded by eight fields!
PUB QUIZ
1. Who was the owner of Buzz in Toy Story?
The purr-fect translation According to BBC Newsround, a new app has been developed which could translate what your cat is saying - so, if
2. Which famous long-distance train had its first run in October 1883? 3. True or false: goldfish have a three-second memory 4. What is the largest planet? 5. Amazon boss Jeff Bezos pledged $10bn to help fight what global issue? Answers: 1. Andy 2. Orient Express 3. It is false. Scientists say that goldfish do have short memory but they can remember things for months 4. Jupiter 5. He donated $10bn to fight climate change
Knock me down with a feather you have you ever wanted to know what your feline friend was trying to tell you, your dreams might be about to come true! The app has been developed by a former Amazon Alexa engineer and
What a wonderful world
is called MeowTalk. It aims to translate your cat’s miaow by recording the
Racing pigeon sells for record £1.4m
sound and then attempting to identify
Sky News has reported that a female racing pigeon from Belgium called
the meaning. The cat’s owner also
New Kim has been sold for a record €1.6m (£1.4m); it went to a mystery
helps to label the translation, creating
Chinese buyer at an online auction. During a frantic final 30 minutes at the
a database for the AI software to
end of a two-week auction at the PIPA, a Belgian auction house for racing
learn from. It’s still in its early stages of
pigeons, two Chinese bidders operating under the pseudonyms ‘Super
development, and currently there are
Duper’ and ‘Hitman’ drove up the price. Super Duper got the bird, and
only 13 phrases in the app’s vocabulary,
is said to be the same wealthy Chinese industrialist who already has the
including, “Feed me!”, “I’m angry!” and
male pigeon Armando - dubbed the Lewis Hamilton of the sport.
“Leave me alone!”
www.dealersupport.co.uk DECEMBER 2020 [31]
SALES SUCCESS
F A T H E R P. C L I P
Bringing hope, peace and unity to the good brethren of the business supplies community
The good Father reflects on the merry cheer of Christmas celebrations which have taken place over the years - including a lot of drinking, singing and the inevitably competitive annual workplace awards
W
it is they ordered at the time.
hristmas in the office
in the village, and everyone had spent the
supplies industry is
holidays searching for them. When he
a wonderful thing.
was eventually found he had struck up a
out the annual staff awards. This is an
‘Where are we having
relationship with a heavy duty two-hole
important part of the day for some people,
our Christmas party?’
punch and was eventually arrested for it.
and can get quite competitive; fights have
has been on the boil
After the poteen in the office everyone
since March and its taken until now to
heads off to the restaurant for the Christmas
decide on the same place as the last 30 years.
lunch. Mrs O’Reilly always takes care of the
Just after the meal Mrs O’Reilly hands
broken out in the past as these awards are paraded round the village in the new year. The main awards are Salesperson of
booking, and makes sure that she is at the
the Year, IT Person Most Likely to Engage
we have it because, on the party morning,
top of the table with an enlarged version
with the Other Staff, and The Person Most
Mrs O’ Reilly produces the annual batch of
of her business card in front of her so
Likely to Find Where the Courier has Left
strawberry poteen for everyone to try - and
that everyone knows what she does in the
the Customer’s Order - there are many more
once a bottle of that has been consumed we
company - the only difference being that,
and, to be honest, the awards ceremony has
might as well be spending the rest of the day
at Christmas, it also says ‘Entertainments
to be brought to an abrupt end or it would
in the warehouse.
Officer’ at the bottom. Every year the singing
carry on into the new year.
To be honest, it doesn’t matter where
One year its effects did cause a certain
starts before the meal and even though
It’s been a tough year for a lot of us in
individual to spend the Christmas holidays
everyone has filled in a form to let the
the office supplies industry and I hope that
wandering around the warehouse, oblivious
restaurant know what they want to eat in
next year is a good and profitable one for
to the fact that search parties were organised
advance, absolutely nobody remembers what
you all. Have a great Christmas!
[32] DECEMBER 2020 www.dealersupport.co.uk
FINAL WORD
SALES SUCCESS
A New Perspective As Keeley Shepherd steps into a new role as 3M’s key account manager for consumer business she shares the things she’s learned from the past – and what she sees on the horizon for the months to come WHAT ARE YOU EXCITED ABOUT
that meets their ever-changing needs. Over
MOST FROM MOVING FROM THE
the years I’ve seen them adapt their business
DEALER SIDE TO THE SUPPLIER
models to sell products like facilities supplies
SIDE OF THE INDUSTRY?
and workwear. This has been exemplified
After 16 years of working with the dealer
recently in their reaction to COVID, where
community – five with Vow/Kingfield
they had to remodel their businesses
Heath and 11 with Office Friendly - I’m
overnight utilising the wholesaler more for
immensely excited to be working for one
direct deliveries, sourcing high demand
of our industry’s leading manufacturers,
products, changing their sales processes and
learning about new product innovation and
moving with the pace of the digital world.
having an impact on the customer journey.
I’m proud to say so many did this, and have
Being able to support the range portfolios
seen record sales and profit margins.
with our key customers - driving sales
Keeley Shepherd
WHAT DO YOU THINK DEALERS ARE LOOKING FOR FROM
and marketing campaigns, and ensuring
WHAT ARE THE KEY TRENDS
MANUFACTURES TO HELP THEM
our customers sales teams have enhanced
YOU SEE FOR THE WHOLESALE
DRIVE SALES?
product knowledge to be able to drive brand
CHANNEL IN 2021?
I believe that dealers are in a great position
sales and enhance their margins – represents
One of the major trends will be the continual
at the moment to diversify quickly, pick up
an exciting challenge.
growth of e-commerce; as we emerge out
new products and react to the changing
of COVID some employees will continue
market - what they need most from
WHAT WOULD YOU SAY ARE THE
to work from home, resulting in the need
manufacturers is both insight and stats,
KEY THINGS YOU’VE LEARNED
for smaller pack sizes, cost-effective direct
based on real trends, to help them create
FROM YOUR TIME IN THE DEALER
deliveries and environmentally friendly
powerful sales stories for their end users.
COMMUNITY?
packaging solutions. As others return to the
Dealers are also very welcoming of ready-to-
That dealers are extremely agile, proactive
workplace there will be a need to encourage
go marketing materials, videos, social media
and driven in relation to their customers
collaboration and teamwork again, and some
content and anything that they can utilise
in order to give them exceptional customer
business may move to smaller premises,
very simply without needing to amend or
service and bring them a range of products
creating re-fit and interiors opportunities.
recreate themselves.
www.dealersupport.co.uk DECEMBER 2020 [33]
inspiring success
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MADE FOR
EVERY KIND OF CUSTOMER Sustainable, straightforward, long-lasting products trusted by customers at home and in the workplace for over 100 years; BANKERS BOX® is better in every way. A household name, and a family business since 1917, built on enduring values and manufactured with advanced techniques. Backed by engaging omni-channel marketing, effective customer support and a range intended to make category management simple. They’re much more than just boxes – they’re made for life.
OEMS AND MPS How are OEMS helping sell MPS? DRIVING CHANGE Inside the newly-launched Go2
EDUCATION
new products and category trends
Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
2020 VISION New products and categories
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
PHIL JONES
OEMS AND MPS
IT PREDICTIONS
2020 VISION
inspiring success
Next Generation Shredders
ISSUE 296
January 2020
DEALER SUPPORT FEBRUARY 2020
Issue 294
DEALER SUPPORT JANUARY 2020
DEALER SUPPORT DECEMBER 2019
Decemebr 2019
inspiring success
IT PREDICTIONS FOR 2020 What to expect for the year ahead
PHIL JONES Brother UK’s MD talks learning and leadership
www.fellowes.com
MARKETING Why now is the time
0203 794 8555 info@intelligentmedia.co.uk
inspiring success
Fellowes new LX Series micro-cut shredders are thoughtfully designed with patented IntelliBar™ responsive technology.
TRANSFORMING THE CHANNEL IN 2020 Predictions from Phil Jones
Shred 100% jam free Shred with maximum micro-cut security S hred 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.
DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
