Dealer Support September 2020

DEALER SUPPORT SEPTEMBER 2020

September 2020

Issue 302

ISSUE 302 ANDREW BEAUMONT DARREN LLOYD PETER COWAN

THE NEW BUSINESS LANDSCAPE THE LOCKDOWN HAS MEANT THAT MANY PEOPLE HAVE HAD TO WORK DIFFERENTLY, AND THESE CHANGES ARE HERE TO STAY – AND THIS PRESENTS OPPORTUNITIES FOR RESELLERS

P30

inspiring success

THE NEW BUSINESS LANDSCAPE A new type of worker results in a demand for new products RECOVERY POSITION After a rollercoaster of a year, things are starting to look up EXERTIS SUPPLIES: THE LAST SIX MONTHS Andrew Beaumont, MD of Exertis Supplies, looks at what’s happened since the start of the year

inspiring success

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IT PREDICTIONS FOR 2020 What to expect for the year ahead

PHIL JONES Brother UK’s MD talks learning and leadership

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MARKETING Why now is the time

0203 794 8555 info@intelligentmedia.co.uk [02] OCTOBER 2016

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STEVE MCKEEVER

MARKETING

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2020 VISION

2020 VISION New products and categories

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February 2020

TRANSFORMING THE CHANNEL

PHIL JONES

OEMS AND MPS

IT PREDICTIONS

2020 VISION

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

FROM THE EDITOR

New horizons LEADERSHIP

ERGONOMIC FURNITURE

ERGONOMIC FURNITURE

In the office environment, ergonomics starts at furniture level – so how has the environment been changed by products which offer comfort and inspire better health? We asked the experts

focus on worker

so the cycle continues.

wellbeing has been

So how is ergonomic furniture changing

creeping its way into

the modern office environment in 2020?

the landscape of office

“For any office worker who spends a

a tool that, when used properly, can help

that each individual can maintain correct

A healthier workforce is a happier, more motivated and more productive workforce

health-building workstations have driven

monitors have superseded the need for deep desks and 800mm deep rectangular

is that you can easily spend many hours

shapes are the default. Consumers facing

sitting in them, without feeling any of the

ever-increasing pressures on expensive office

discomfort that prompts you to move.”

space have been released from the need for deep CRT back ends; they are now moving

BETTER ADAPTABILITY

to 600mm deep ‘slimline’ rectangular desks

A desire for better seating is a major element

to comfortably accommodate more in less

of what has led to adjustable desks and sit/

space, with an ergo benefit.” For this same

stand desks, cycle desks and treadmill desks,

reason, wave and crescent-shaped desks

enabling workers to move their joints and

have dropped in popularity, as the market is

muscles when required, improving their

more aware of the importance of maximising

health. “Having the option to stand, as well

space.

as sit, during the work day has been proven,

Quite simply, ergonomics is an area

not only to benefit the health of the user, but

which dealers cannot afford to miss out

demand for accompanying posture balanced

also of the business, dramatically improving

on. “The revolution in buying habits

perches for those constantly changing from

health, well-being and energy levels of

is, undoubtedly, driven by the fact that

sit to stand and back to sitting positions.”

employees,” says Simon.

good ergonomics reduces costs, improves

A CHANGE IN SEATING

relation to ergonomics is on the various

and creates a better safety culture,” David

Seating is not something to be ignored

benefits across the individual areas of the

says. “A healthier workforce is a happier,

For Fellowes, the entire focus in

body. “There’s a chance to capitalise on the

more motivated and more productive

workplace wellbeing boom if you follow the

workforce,” adds Simon.

and positioning capabilities to enable people

Fellowes four-zone approach,” says Darryl

“Many people would like to make their

to sit comfortably whilst, at the same time,

Brunt, UK & Ireland sales and marketing

health a priority and businesses can help

encouraging productivity by seamlessly

director. This approach follows focuses

take care of that goal for them by adopting

supporting the body during work activities,”

on back, neck, wrist and active working.

the principles of active, ergonomic, smart

says Simon. “This means combining the

“It’s a very simple thing to follow - and

office design. With a few changes to the

right ergonomic design, and advanced

that’s really helpful when talking to your

office setup, employers will be introducing a

functionality, for optimum flexibility

customers about ergonomics. There’s always

general sense of wellbeing within the office

and comfort, in addition to selecting the

an opportunity to attach sales.”

environment and helping to boost employee

customer’s individual choice of chair fabric

The adaptability of modern desks

employee’s maximise back support and

that co-ordinates with their interior design

has also been driven by the fact that the

style or corporate branding.

technology that sits on top of them has

“When people need to sit down and

productivity levels.”

changed. It’s not so long ago that our

significant part of their day at their desk,

and head of strategy at Dynamic Office

work, it’s vital that employees have a chair

computer monitors were deeper than they

comfort is essential,” says Simon Howorth,

Solutions, agrees that dealers need to

that can easily adapt to suit their physical

were wide, but they’re firmly a thing of the

area have occurred in recent years. Now, it’s

marketing and design manager at Dams

be paying attention and teaching their

requirements. This will help people to be

past – and furniture has changed to follow

not enough to simply have a supportive seat

Furniture Ltd. “It’s important to convey to

customers. “Awareness of ergonomics has

more comfortable when sitting at their

that. “The trend for 2020 is away from

at your desk, a foot rest and, perhaps, a wrist

the buyer that employee comfort is directly

grown in recent years. Now savvy dealers are

desks, so they can focus more easily on their

shaped, so-called ergo workstations,” says

rest – there’s so much more to ergonomics,

linked to motivation and productivity.

finding they can sell better, higher-priced

work - essential for creating a productive

David. “Ironically, these were an ideal ergo

and comfort is essential to good mental

Modern solutions, such as sit/stand

solutions to a better-informed consumer

working environment. Furniture designers

solution when monitors were of the deep

health, which is required for efficiency.

desking and soft seating in breakout areas,

audience far more knowledgeable about how

are now creating ever more comfortable,

CRT variety that needed a considerable

Efficiency leads to better business, which

are becoming increasing popular in the

these products deliver business benefits,” he

ergonomic chairs, which provide excellent

amount of desk space behind them to

allows employers to invest in its staff – and

workplace. An ergonomic office chair is

says. “Sit/stand desks have led the way. These

lower back support, and can be adjusted so

accommodate their depth.

[24] SEPTEMBER 2020

productivity, heightens employee retention

either. “We believe that everybody deserves a good office chair which has the movement

– but many of the biggest advances in this

furniture for decades

“Now they are no longer relevant. Slim

sitting posture. However, one of the sideeffects of having a very comfortable chair

maintain good posture while sitting.”

David Orr, non-executive director

LEADERSHIP

We believe that everybody deserves a good office chair

www.dealersupport.co.uk SEPTEMBER 2020 [25]

www.dealersupport.co.uk

Ellie Potter Acting editor

EDITOR Nell Walker

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.

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Page 24

After a period of uncertainty, things are starting to settle down and new styles of working are starting to emerge. From those returning to the office, to those staying in the office - and those doing a combination of the two - dealers are faced with needing to diversify their product portfolio to cater for all three types of worker.

In this issue we delve further into the ‘new normal’, starting with a look at the current state How ergonomic of the industry. Thankfully, this is a story of hope, furniture is changing as signs of recovery are present for many resellers the office environment and manufacturers as the industry begins to put its foot on the accelerator once again. We also talk with Andrew Beaumont, MD of Exertis Supplies, A who tells about what’s happened since March, the changes being put in place at the moment, and his insights into what to expect, going forward.

Our dealer success story this month focuses on Darren Lloyd, CEO of United, who discusses how, after a difficult time, they have managed to rise to the top and overcome the challenges that faced them. We then look at how ergonomic furniture is changing the office environment, tackle the centralisation vs decentralisation debate and discuss the new business landscape dealers are now selling into.

From there we explore in detail the current three types of worker - office worker, home worker and flexi worker - and look at the different product areas which each requires. We round up with a word from the good Father, who gives us his part two of life in lockdown. (Beware - this includes a chat about donuts!)

Finally, Peter Cowan, of Data Direct, fives us his final word as he explains why diversification, and the constant evaluation of products and services, is a necessity to operating within the ‘new normal’.

This is certainly an issue full to the brim with advice and ideas on how to sell into the new business landscape and cater for the new way of working! Enjoy!

And don’t forget to chat with us on Twitter: @dealersupport

JOIN US BOSS is your Trade Association.

Since the beginning of COVID-19 the team at BOSS have been working hard to amplify the industries voice to the UK government and support the sector with cost effective, impartial business guidance to help members navigate through this challenging period. They’ve been providing online events and webinars to bring the industry together to share and collaborate. While the BOSS Business Supplies Charity has been providing grants for individuals who have been financially affected.

BOSS membership connects people and gives access to a network of leading ideas, insight and business support.

To discuss how BOSS could support your business visit: www.bossfederation.com/joinus Contact Cheryl@bossfederation.co.uk or on 07384 215282.

SEPTEMBER 2020

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news and views from the industry

08 RECOVERY POSITION

Lockdown caused an immediate shock to the industry - but sales have begun to bounce back

14 EXERTIS SUPPLIES: THE LAST SIX MONTHS

Andrew Beaumont takes a look back - and a look forward

08

DEALER SUCCESS 18 AUDACIOUS TARGETS

United we stand - overcoming challenges and reaching the peaks

LEADERSHIP 24 HOW ERGONOMIC FURNITURE IS CHANGING THE OFFICE ENVIRONMENT Products which offer comfort and inspire better health are bringing change

28 CENTRALISATION VS DECENTRALISATION

18

Helping customers improve their current print package

SALES SUCCESS 30 THE NEW BUSINESS LANDSCAPE

How has the new landscape affected which products are now in demand?

34 RETURN OF THE OFFICE WORKER

Industry experts explain how dealers can help

36 THE INCREASE IN FLEX APPEAL

The rise in the flexible worker will lead to a demand for new products and solutions. What will they be?

38 WFH: A COMBINATION OF COMFORT AND STYLE

28

Not all of those now working remotely have a suitable set-up dealers, step up

40 FATHER P. CLIP

The good Father discusses dodging tricky questions and eating donuts on Zoom

41 FINAL WORD

Peter Cowan, of Data Direct, explains why now is the time for diversification

“Businesses will need their reseller partners on hand to help them with a range of challenges”

32

INDUSTRY

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

THE MONTH THAT WAS Support for SMEs to improve leadership skills

Integra marketing programme supporting members Integra Business Solutions has released its quarter four marketing programme, featuring digibooks and printed publications focused on key ranges such as cleaning and hygiene, social distancing and home office essentials.

In addition, members have access to a quarterly publication that features the

The department for business, energy and industrial strategy (BEIS) has

Initiative own brand range, together with

launched two new initiatives to help SMEs across England enhance their

‘new business’ toolkits, free digibook

resilience and recovery strategies, to ensure that they are in a great position to

versions, email, web and social media

recover from the impact of COVID-19 and to develop their potential for future

content.

growth and productivity. The two schemes represent a £20m investment by BEIS.

From closely-monitored KPIs and member feedback, it is evident that

The small business leadership programme is a fully-funded, 10-week,

customer activity is gradually increasing.

programme delivered online by a consortium of university business schools

This is an important time for dealers to be

accredited by the small business charter. Participants will develop strategic

visible and to step up engagement with

leadership skills and the confidence to make informed decisions that boost

both customers and prospects.

business performance. Participants will take part in a structured programme,

Integra’s CEO, Aidan McDonough,

and be guided through a curriculum which explores leadership, innovation,

commented: “The general feedback is

employee engagement, operational efficiency, marketing, sustainable

sales are up and that, despite the holiday

practices and finance. Participants’ businesses must have been operational for

period that did arrive, dealers are relatively

at least one year, and have five-to-249 employees.

optimistic. Quarter four will be a challenging

The second scheme, peer networks, will bring together diverse cohorts

period. Diversification, getting more from

of business leaders to discuss their business challenges with their peers.

existing customers and generating new

Delivered through a series of virtual, high impact group sessions, with the

business will be key drivers for recovery.

help of a trained facilitator, participants will discuss their own challenges

“Throughout the pandemic the team

and identify practical solutions to overcome them – gaining and reflecting

at Integra has been working hard to

on valuable feedback from their peers. From finance and HR to sales, to

provide a consistent level of support for

marketing and more, expert facilitators will give participants the flexibility

members. Our purchasing team continues

to create a trusted support network that works for them, helping to build

to strengthen the group’s supplier portfolio,

and strengthen their business and improve its overall performance. Peer

with new additions within key areas such as

networks will be delivered locally, and accessible through local growth hubs

medical, healthcare and FS. My focus is to

across England. For this scheme, participants’ businesses must have been

ensure we provide the most relevant support

operating for at least one year, have 5-to-249 employees, and a turnover of

programme possible to help members come

over £100,000.

out of 2020 in a healthy position.”

[06] SEPTEMBER 2020

www.dealersupport.co.uk

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

INDUSTRY

VOW Wholesale launch online learning platform

International Paper continues to support the fight to beat breast cancer

With reduced opportunity to have face-to-face events and product

International Paper is delighted to be

roadshows, VOW Wholesale has introduced a fantastic new tool to

continuing with its HP Office Pink Ream

help resellers drive sales!

campaign in 2020, in partnership with

The VOW Hub is designed to provide all resellers with industry

Think Pink Europe which brings together

knowledge, including product and brand information. Aimed at

national breast cancer initiatives across the

reseller sales teams, this information will help them become product

continent.

experts and drive sales across multiple product categories; users can track their training and development progress.

This will be the fourth consecutive year

Tools available to resellers include brand and product

for the HP Office Pink Ream, following a

presentations, sales scripts, product videos and market overviews.

successful, on-going campaign which has

Each course also includes a quiz to encourage resellers to read the

raised over €400k across Europe.

content thoroughly and test their new-found knowledge.

The VOW Hub was launched on 1st September and, for the

The HP Office Pink Ream will be available to

rest of this year, will be dedicated to providing materials on the

consumers throughout October, worldwide

21 brands supporting the INTREPID 2021 incentive; during this

Breast Cancer Awareness Month, and

period every time a user completes a course they will earn 350

November. The money raised will support a

points towards each brand for the INTREPID 2021 incentive. For

variety of European breast cancer projects

more information on bonus points speak to your VOW Wholesale

through Think Pink Europe and, in the UK,

account contact or visit the dedicated incentive website www.

a percentage of funds raised will go to the

vowventureincentive.co.uk.

Pink Ribbon Foundation.

Superstat confirm Exertis coded catalogue for January Superstat have launched an exciting new catalogue concept

they want to grow their business - and they want to stand out

aimed at dealers wanting a unique proposition to go to

in the marketplace, which our catalogue helps them to do.’

market with.

The new catalogue will be the only Exertis coded

The catalogue will retain the name Concise along with many of its unique features that are popular with customers.

publication in the market, and is being gladly received by the

“The A5 size of the catalogue makes it a clear differentiator in

increasing cohort of dealers who have moved away from the

the market – no-one forgets it - but it’s a great environmental

traditional wholesale model. Alongside the Exertis wholesale

message too,” explains Karly Haley, Superstat’s marketing

offering, the catalogue will showcase an increased range of

director. “ Though it may seem that CSR messages have taken

non-wholesale lines in growth areas including technology,

a back seat, we are seeing increased demand from customers

health and safety, PPE and furniture.

in this area. We will also continue to refine customers’ choices

Sales director Richard Lockley commented: “Many dealers

to good/better/best- we are constantly told by customers that

are getting concerned that delays in production mean they

they don’t have time to consider endless choices of the same

won’t see a catalogue until the spring, and some have worries

product, and that they want the process to be simplified. It’s a

about being overly reliant on one wholesaler. You only have

key message and it goes down well. Dealers who can offer the

to read LinkedIn to see that these fears are real, and with

right range of products at a good price will succeed. We are

what the industry has been through, and will continue to go

also expanding product ranges that cater for the needs of the

through in the coming months, it is clear that dealers are

future; home working, remote working and technology which

looking to move forward and limit the risk. Dealers also tell us

is a key driver in our messaging.”

www.dealersupport.co.uk SEPTEMBER 2020 [07]

INDUSTRY

S TAT E O F T H E I N D U S T R Y

Recovery position The nationwide COVID-19 lockdown caused an immediate shock to the industry in late March, as sales vanished overnight. But, as lockdown measures have eased, sales in the sector have begun to bounce back.

T

he COVID-19 pandemic presented businesses in all sectors with unprecedented challenges

dealers still reported less than 20% of their sales coming via websites. “Interestingly, home addresses only counted for a fifth of

as the national lockdown put many of them

deliveries in the majority of cases, but the expectation is that home

into temporary stasis overnight, causing sales

working and deliveries will remain a permanent service, and we are

to fall significantly. However, as lockdown

working with dealers and vendors to enable our members to support

measures have eased, businesses in the office

this trend efficiently, competitively and profitably,� said Beaumont.

products industry have started to recover - though it seems that changes to customer demands seen during the lockdown may be here to stay.

For instance, a Nemo and Office Club survey of more than 150 respondents, published in July, revealed that nearly 25% are now operating at 80% of normal expected trading. Encouragingly, two-thirds of the dealers say that COVID-19 specific products make up less than 20% of sales while 10% are at the other end of the scale with COVID-19 specific lines making up more than 60% of revenue, according to Nemo and Office Club managing director, Tim Beaumont.

The survey also highlighted that, while the appetite for online sales grew during lockdown, demand for buying from the traditional routes of people, catalogues and retail outlets remains strong; 72% of

[08] SEPTEMBER 2020

www.dealersupport.co.uk

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INDUSTRY

S TAT E O F T H E I N D U S T R Y

SALES DOWN Overall sales are taking time to recover to levels seen last year. A survey by BOSS/GfK Panelmarket, which tracks and audits 36 product categories in the office and stationery sector, found that sales in June were about £116.6 million - 17.9% down on the same month in 2019.

Likewise, sales in the 12 months ending June 2020 were just over £1.8 billion - which was 9.8% down on the 12 months to June 2019.

Nearly 25% [of dealer respondents] are now operating at 80% of normal expected trading

Sales values were already down on 2018 and 2019 before the pandemic hit in March, and then fell away sharply in April – although the trend followed, roughly, the previous two years, with strong sales in May, which then dipped again in June.

off of pre-coronavirus levels,” he said.

Goldsmith added that he has seen a recovery of sorts among Premier’s regular clients. “Many of Premier’s regular clients have

GRADUAL INCREASE

opened their doors again and have started ordering paper, packaging

Brad Goldsmith, marketing services manager at Premier Paper

and printable media; however, many customers are not operating to

Group, reported that the company experienced a sharp drop in sales

their full capacity.”

when the lockdown was implemented on March 23, adding that it

Looking ahead to the final months of 2020, Goldsmith is

adapted quickly, and was able to offset the worst effects by expanding

optimistic for Premier’s prospects. “We predict a steady end to the

the company’s product offering to include items of personal

year, as businesses become more accustomed with new methods of

protective equipment (PPE) such as masks and sneeze screens.

operation and other parts of the leisure industry open more fully.

Since lockdown measures began to ease, Goldsmith reported

“In business terms we are ahead of where we anticipated we

that Premier had seen a gradual increase in sales as more and more

would be at this stage. We reacted quickly to the pandemic, and this

organisations return to business. “We have performed better than we

has given us a sound financial base on which to grow our business

had anticipated, given the circumstances. However, we are some way

for the future.”

[10] SEPTEMBER 2020

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INDUSTRY

S TAT E O F T H E I N D U S T R Y

Looking more widely across the sector, while Goldsmith’s optimism is borne of a view that sales will continue to recover as customers in the office products industry do likewise, he does anticipate some pain to come. “Unfortunately, restructuring is widespread - and necessary in extreme business situations; in these difficult times it’s important for all organisations to be making the right decisions to keep their company in business, and secure for the future. We are likely to see more redundancies across all sectors.”

A LASTING IMPACT?

Sales in the 12 months ending June 2020 were just over £1.8 billion which was 9.8% down on the 12 months to June 2019

Adrian Butler, managing director of VOW Wholesale, also reported a bounce back in sales since lockdown was eased, with a 30% increase, year-on-year, in June. He added that the current situation is accelerating the mix change in the industry, with more companies

the flexibility to meet reseller and consumer demands quickly is key

moving away from just providing traditional OP and selling more in

to us moving forward.”

non-traditional categories.

Butler adds that he believes that coronavirus will have a lasting

Likewise, expectations around how supplies are delivered changed during lockdown and this is set to stay. “Almost overnight

impact on the industry as the way people work, and the products

we saw a significant increase in the number of dealers utilising our

they need, have changed, so product range will be key. “Resellers

service to deliver direct to their end-users,” Butler explained. “We, in

need to help their end-users feel confident about going back to the

effect, became their ‘warehouse and wheels’, enabling dealers to take

office, as well as providing effective solutions and products for home

costs out of their own businesses so that they could continue to trade.

working.

“We truly believe that the way people work will change, moving

“PPE, infection control and home working have become key categories and we believe these ranges are here to stay. VOW having

[12] SEPTEMBER 2020

www.dealersupport.co.uk

forward, and have adapted our own product offering and services in-line with this.”

GIZA L

TIKA

Home working solutions O CAIR

desks

|

storage

|

seating

TA SPAR

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INDUSTRY

EXERTIS

Exertis Supplies: a look at the last six months Andrew Beaumont, MD of Exertis Supplies, tells us about what’s happened since March, and offers some insights into what to expect, going forward

[14] SEPTEMBER 2020

www.dealersupport.co.uk

EXERTIS

INDUSTRY

Give us a quick overview of how the last six months have

With the demise of Spicers, what are the pressures on the

been for Exertis Supplies

industry now and how has Exertis Supplies changed to

Fast paced and eye-opening. We have always been a company

accommodate independent dealers and dealer groups?

that has thrived on challenge and opportunity due to our strong

We’ve taken a long, hard look at how we do business and

management team and a flat structure. However, I can certainly

are more convinced than ever that our low-cost approach

say that the pace of decision making and implementation has

is right; it allows us to concentrate on what we are good at.

pushed our boundaries and showed us just what we are capable

We are currently increasing the size of our range, and filling

of. I’ve been incredibly humbled by the levels of commitment

some gaps that have become more apparent following the

and professionalism shown by all my colleagues to ensure that

changes, but, fundamentally, we believe we have a long-

we continued to service the dealer community throughout this

term, sustainable model.

very difficult time.

We recognise that sales have pivoted from traditional What is the biggest problem you’ve faced?

OP to tech, PPE, sanitisation etc - how are overall sales

Finding time for all the Teams meetings!

recovering, and what are the product lines that will be most relevant over the next 12 months?

How has COVID required you to change the operational

We are pleased that we have been able to work with an

side of the business - and how will that evolve as we

increasing number of suppliers and customers - and this

learn to live with the COVID threat?

has led to a good level of sales in challenging times. The

Keeping our operational staff safe in an environment where

core ink, toner and office products categories will underpin

there is an ever-changing set of recommendations and

our business for many years and, additionally, the future

guidelines has been our number one priority. This remains

will be very much driven by technology. Having access to

our priority today and is an area that we will refuse to

the whole of the Exertis IT product portfolio, via Exertis

compromise on however the situation evolves.

Supplies, means our dealers can easily access the products for the ‘new normal’.

What are your thoughts on how dealers can service customers who have large numbers of employees

What do you think the lasting impact of COVID will be on

working from home, and how can Exertis Supplies help?

the business supplies industry?

At Exertis we provide everything the home worker needs,

For a year or two I think we will all be nervous of the

from office furniture and stationery to all the computer and

potential to see a ‘second wave’. The good companies

printing equipment. We also provide online meeting rooms

will continue to invest and grow; the less efficient and less

of many different sizes, depending on the users’ needs.

responsive companies will fail or be bought! It’s not just

Everything the home worker needs can be ordered from

COVID, however; the independent dealer is also facing a big

us. This is backed up with a very well-established delivery

threat from the increasing power of the contract stationers.

service that is contracted out to one of the best carriers

At Exertis we try to ensure that our actions help dealers

in the UK. Carriers have invested heavily in people and

be competitive against other channels and that we don’t

technology to meet increased demand. It would be very

become our customers’ competitor.

difficult for dealers and distributors to match the efficiency and quality of this service so I would say to dealers ‘embrace

If you could go back to January, and give yourself three

it’ and look how you can take advantage of the opportunity.

key pieces of advice to prepare for what was to come, what would you say?

Have a technological ‘work from home’ platform already in place to utilise, buy more stock of PPE and trust the team around you - they definitely will not let you down.

www.dealersupport.co.uk SEPTEMBER 2020 [15]

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DEALER SUCCESS

UNITED

AUDACIOUS TARGETS

[18] SEPTEMBER 2020

www.dealersupport.co.uk

UNITED

DEALER SUCCESS

A business which has overcome various obstacles, and navigated through its fair share of challenges, United has very much come out on top – and isn’t slowing down any time soon. CEO Darren Lloyd spoke to NELL WALKER about the company’s story, and its evolution, back in the days when no-one had even thought of the word ‘COVID’. Here’s his inspiring story – and a quick update on he’s seeing things now, when that word is on everybody’s lips

U

nited, with its HQ based in Milton

Supplies. In the first year the business brought in around

Keynes, has enjoyed a rich history.

£600,000 – and a million in the second. Darren paid off the

Proudly declaring itself the ‘leading

company’s debts, bought a new warehouse and was supported

single-source supplier’ in the UK, the

all the way by Kingfield Heath (now VOW Wholesale).

business has spent the last 12 years thriving on a bedrock of the expertise

BECOMING UNITED

of its founders, one of whom is CEO Darren Lloyd, who started

“We had no computer system – only the most illustrious

out with some lofty ideas of what being a salesperson was – and

OP providers had that – but we had more profit, and money

he learned the truth the hard way! He describes himself as

in the bank, than I ever had before,” Darren says. “They

having started out as a ‘failed sportsman’ in the late 80s, and,

were good times, on reflection.” The good times continued

when searching for a job, he decided sales was the way to go.

as Darren went on to form a dealer group, called United,

“I needed to put money on the table, and one of my

with 14 other dealers, but those good times became a little

old football managers had an office products company in

strained when he merged three of those businesses and

Bristol,” Darren explains. “I always fancied myself as a bit of a

launched them as a single entity in 2008 – right at the peak

salesman, so I went and asked him for a job in sales because

of the banking collapse.

they had nice cars, flash suits, and appeared to make a lot of money while not seeming to do a lot of work!” he laughs.

“That was a great time to start a business,” Darren says, his voice laced with sarcasm. “We had solicitors going out

But the boss soon gave him a reality check by placing

of business, leaving a £90,000 debt; we really suffered in

him in the warehouse. “I started off picking and packing,

the recession. You’re trying to bring a business together -

and then driving the van, which allowed me to actually go

without a consolidated computer system running across all

and see people. I still had the ambition to be in sales, so I

three companies - and you’re losing customers along the

approached my boss again – he had been something of a

way. We nearly went under in the first 18 months because we

mentor during this time – and announced that I was leaving

didn’t maximise and consolidate our costs quickly enough.”

to chase the sales dream. Fortunately, his response was to

However, hanging on in there, and working hard, paid

give me a job in that field, along with a little Ford Escort, an

off. In late 2009 the business made some tough decisions

A-Z, and a full boot of catalogues. There was little direction,

to ensure its future and, by 2011-12, United realised that

and no target market – every door was an opportunity.”

it had actually managed to fare quite well compared with

Darren describes his success in this area as managing

other businesses – which were continuing to suffer – and

to, “just sell enough to not be fired”, before the business was

United was on the up. “From 2012, to where we are now,

sold to Universal Office Supplies. Soon after, he decided that

the business has basically looked the same in terms of the

starting his own OP business was the way forward, and he

dynamic. That year created the foundation for the future of

teamed up with a colleague to form Boyd and Lloyd Office

the company.”

www.dealersupport.co.uk SEPTEMBER 2020 [19]

WEATHERING THE STORM Darren credits his team with United’s ability to weather the storm of the recession, and the fact that the three businesses didn’t rush too quickly to create a unified company – it was a calculated decision, allowing for reflection and essential planning. “We were conscientious, and made sure everything was set out and ready, but the marketplace was changing, so we were sensible about it,” Darren says.

“I’ve seen a lot of businesses throw themselves in at the deep end, but we have been able to roll our sleeves up, react quickly and deal with things quite brutally, when needed. I wouldn’t say we have any kind of secret that would require NASA to work it out – it’s just good, old-fashioned, commerce.”

Since this difficult time Darren has seen growth in a

KILLS

99.99% OF BACTERIA

huge variety of areas. United provides an enormous range of products and services and, as it has grown through acquisitions and new clients, it has continuously introduced new categories, or expanded existing ones.

“An element of growth is good account management,” says Darren. “We’ve developed by being very consistent in our sales methodology and consolidation of product and service. Primarily, the growth we’ve seen recently is in workwear and brand management – everything where you’d see a brand’s logo; mugs, t-shirts, fleeces, baseball caps and letterheads. Off-site document storage has also been a great area for us, as well as interiors, and what we call kitchen and barware.”

APPROACHING THE MARKET Another major element of United’s success has been by, interestingly, doing the opposite of what many other dealers are doing: limiting its geographical region, and avoiding the public sector. “We have really cut down on who we deal with; we’ll only look at customers in London and what we call the

AVAILABLE NOW

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‘M25 teardrop’ and M4 Corridor ” Darren explains. “Our analysis tells us this is 68-70% of the UK marketplace, and we don’t sell to the government, education or healthcare – it’s a waste of time.”

On top of this, minimum spend for a United client is £50,000 a year, so the company doesn’t spend time chasing after customers who only make small orders. It also keeps certain volumes of high-end, bespoke, stock on its shelves, targeting service-based businesses such as finance, professional services and large chains of hospitality

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businesses.

Being strict about what it provides, and who it targets, has allowed United to focus on, and care for, its customer base more effectively. This includes the implementation of its managed tech service offerings, like MPS – something United has been dealing in for 20 years – and its recent move to acquire a tech business. “Our thoughts when acquiring a tech business were that it would be complementary to our MPS offering,” says Darren. “I would say that’s still embryonic at

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DEALER SUCCESS

UNITED

the moment, in terms of our knowledge and

A POST-COVID CATCH-UP WITH

many dealers – has United been buoyed by

position, but we’ll be looking at that in the

UNITED

its expertise in, and commitment to, tech?

future. It’s a great sector.”

We know Darren and United weathered

“Similar to PPE, there has been a rush for

some big storms in the past - not least, the

businesses to equip their teams with tech to

United’s. When asked why the business

Alongside tech, CSR is a passion of

2008 recession. Have the lessons learned over

support remote, virtual and flexible working –

works so hard to be responsible, Darren

the years help United stay afloat during the

and the supply chain is still catching up with

replied, “Because we live on this planet! We

COVID months? “Our previous experiences

demand. I’m sure that providing employees

strongly believe that what will be good for

have taught us that you must be swift to

with the best tech to do the best job will

the planet will, ultimately, be good for us

change,” Darren tells us. “However tough,

continue to be a priority - but hasn’t it always

and our profits. This has to resonate with

commercially or emotionally, it’s important

been!”

customers; we have to set out our goals

for the greater good that you make decisions

regarding what we want to be and how

quickly.”

we want to live, and that sits within our internal value proposition.”

And what about United’s commitment

We learned that CSR is a passion of United’s – because, as Darren told us – ‘we live on this planet!’ Has United seen a reduced

to diversifying into new product ranges and

enthusiasm for CSR from its customers – or

services? What new products has the business

maybe even an uptick in interest? “We’re

the evolution of its tech proposition, its

embraced - and how easy has it been to get

yet to see the full impact of this economic

increased efforts towards sustainability and

hold of these? “The ‘gold rush’ around PPE

disaster,” says Darren. “It will affect the

its ongoing growth, Darren believes the only

has certainly been an ‘interesting’ category to

attitudes and character of different businesses

ways is up. “Our two-year plan is to deliver

keep up with,” says Darren. “With sourcing

in different ways.

£32m in sales revenue,” he says. “We don’t

and pricing presenting their challenges,

write plans past two or three years, but we

our international sourcing capabilities have

customer profile which Darren explained

do have one big, audacious target!

enabled us to benefit from some - but not all

to us in his pre-COVID interview. Has this

- the opportunities presented to us. It remains

changed in light of all that has happened since

want to deliver a million promises a year.

to be seen which elements of the category will

we last talked? He has a very clear and simple

With the average order value being £150,

become the norm.”

answer. “Our vision and mission have not

United has big plans for the future. With

“Every order, we call a promise, and we

that’s £150m; that’s our 10-year vision.”

[22] SEPTEMBER 2020

www.dealersupport.co.uk

Tech sales have provided a life raft for

Finally, we reflected on the very clear

changed.”

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INDUSTRY

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C

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to VOW’s bespoke website, www.vowventureincentive.co.uk.

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On top of weekly sales updates, here customers can also find

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If you would like more information about this incentive, please visit www.vowventureincentive.co.uk, or get in touch with your VOW Wholesale contact.

www.dealersupport.co.uk SEPTEMBER 2020 [23]

LEADERSHIP

ERGONOMIC FURNITURE

How ergonomic furniture is changing the office environment In the office environment, ergonomics starts at furniture level – so how has the environment been changed by products which offer comfort and inspire better health? We asked the experts

A

focus on worker

so the cycle continues.

wellbeing has been

So how is ergonomic furniture changing

a tool that, when used properly, can help employee’s maximise back support and

creeping its way into

the modern office environment in 2020?

the landscape of office

“For any office worker who spends a

furniture for decades

significant part of their day at their desk,

and head of strategy at Dynamic Office

– but many of the biggest advances in this

comfort is essential,” says Simon Howorth,

Solutions, agrees that dealers need to

area have occurred in recent years. Now, it’s

marketing and design manager at Dams

be paying attention and teaching their

not enough to simply have a supportive seat

Furniture Ltd. “It’s important to convey to

customers. “Awareness of ergonomics has

at your desk, a foot rest and, perhaps, a wrist

the buyer that employee comfort is directly

grown in recent years. Now savvy dealers are

rest – there’s so much more to ergonomics,

linked to motivation and productivity.

finding they can sell better, higher-priced

and comfort is essential to good mental

Modern solutions, such as sit/stand

solutions to a better-informed consumer

health, which is required for efficiency.

desking and soft seating in breakout areas,

audience far more knowledgeable about how

Efficiency leads to better business, which

are becoming increasing popular in the

these products deliver business benefits,” he

allows employers to invest in its staff – and

workplace. An ergonomic office chair is

says. “Sit/stand desks have led the way. These

[24] SEPTEMBER 2020

www.dealersupport.co.uk

maintain good posture while sitting.”

David Orr, non-executive director

ERGONOMIC FURNITURE

that each individual can maintain correct

A healthier workforce is a happier, more motivated and more productive workforce

LEADERSHIP

“Now they are no longer relevant. Slim

sitting posture. However, one of the side-

monitors have superseded the need for

effects of having a very comfortable chair

deep desks and 800mm deep rectangular

is that you can easily spend many hours

shapes are the default. Consumers facing

sitting in them, without feeling any of the

ever-increasing pressures on expensive office

discomfort that prompts you to move.”

space have been released from the need for deep CRT back ends; they are now moving

BETTER ADAPTABILITY

to 600mm deep ‘slimline’ rectangular desks

A desire for better seating is a major element

to comfortably accommodate more in less

of what has led to adjustable desks and sit/

space, with an ergo benefit.” For this same

stand desks, cycle desks and treadmill desks,

reason, wave and crescent-shaped desks

enabling workers to move their joints and

have dropped in popularity, as the market is

muscles when required, improving their

more aware of the importance of maximising

health. “Having the option to stand, as well

space.

as sit, during the work day has been proven,

Quite simply, ergonomics is an area

health-building workstations have driven

not only to benefit the health of the user, but

which dealers cannot afford to miss out

demand for accompanying posture balanced

also of the business, dramatically improving

on. “The revolution in buying habits

perches for those constantly changing from

health, well-being and energy levels of

is, undoubtedly, driven by the fact that

sit to stand and back to sitting positions.”

employees,” says Simon.

good ergonomics reduces costs, improves

A CHANGE IN SEATING

relation to ergonomics is on the various

and creates a better safety culture,” David

Seating is not something to be ignored

benefits across the individual areas of the

says. “A healthier workforce is a happier,

either. “We believe that everybody deserves

body. “There’s a chance to capitalise on the

more motivated and more productive

a good office chair which has the movement

workplace wellbeing boom if you follow the

workforce,” adds Simon.

and positioning capabilities to enable people

Fellowes four-zone approach,” says Darryl

to sit comfortably whilst, at the same time,

Brunt, UK & Ireland sales and marketing

health a priority and businesses can help

encouraging productivity by seamlessly

director. This approach follows focuses

take care of that goal for them by adopting

supporting the body during work activities,”

on back, neck, wrist and active working.

the principles of active, ergonomic, smart

says Simon. “This means combining the

“It’s a very simple thing to follow - and

office design. With a few changes to the

right ergonomic design, and advanced

that’s really helpful when talking to your

office setup, employers will be introducing a

functionality, for optimum flexibility

customers about ergonomics. There’s always

general sense of wellbeing within the office

and comfort, in addition to selecting the

an opportunity to attach sales.”

environment and helping to boost employee

For Fellowes, the entire focus in

customer’s individual choice of chair fabric

The adaptability of modern desks

that co-ordinates with their interior design

has also been driven by the fact that the

style or corporate branding.

technology that sits on top of them has

“When people need to sit down and

productivity, heightens employee retention

“Many people would like to make their

productivity levels.”

changed. It’s not so long ago that our

work, it’s vital that employees have a chair

computer monitors were deeper than they

that can easily adapt to suit their physical

were wide, but they’re firmly a thing of the

requirements. This will help people to be

past – and furniture has changed to follow

more comfortable when sitting at their

that. “The trend for 2020 is away from

desks, so they can focus more easily on their

shaped, so-called ergo workstations,” says

work - essential for creating a productive

David. “Ironically, these were an ideal ergo

working environment. Furniture designers

solution when monitors were of the deep

are now creating ever more comfortable,

CRT variety that needed a considerable

ergonomic chairs, which provide excellent

amount of desk space behind them to

lower back support, and can be adjusted so

accommodate their depth.

We believe that everybody deserves a good office chair

www.dealersupport.co.uk SEPTEMBER 2020 [25]

OUR NEW ENHANCED WEBSITE IS LIVE!!

Take a look at our new offering at dealersupport.co.uk We wanted our website to better support it’s many and increasing users on a daily basis, so we built a bigger and better website that does exactly that!

The new website allows you to scroll through a shopwindow style home page that showcases the latest and most interesting content across the most relevant categories to your role.

From management and leadership, to innovation, industry news and views, and best practice examples in our dealer interviews, there’s an abundance of filtered, relevant content to inform, innovate and advise. We hope you like it!

DEALERSUPPORT.CO.UK your one stop shop to for the business supplies industry!

LEADERSHIP

PRINTING

Printing in the COVID era The recent pandemic has highlighted the problem of cross-contamination in relation to centralised office printing systems. As lockdown lifts we take a look at the solutions available to counteract this potential problem

M

odern day printers are

course, regular hand-washing alone won’t

demanding circumstances we find ourselves

simple to use, with

entirely eliminate the threat of cross-

operating in.

intuitive interfaces,

contamination, whichever system is used.

but we should always

“For example, stylus pens allow users to operate our products safely, without having

be aware that toner

CHOKE-POINTS AND WORK-FLOWS

direct contact with the touch screen control

cartridges, paper

“The repercussions of COVID-19 continue

panel. It’s important to note that stylus pens

cassettes, all manner of door latches, touch

to impact end-users of all devices, and

should be distributed to all employees so

panels - and even the paper itself - won’t

there is little to indicate this will change in

they can use their own personal pen.

escape handling germ-free. Even though

the near future,” explains Devon Antoine,

many people are still working from home

product manager at Toshiba Tec UK.

print management solution, in conjunction

crucial documents still need to be produced.

“Our goal has always been to minimise

with our card readers. This provides the

Government COVID-19 guidelines

“We also facilitate the use of a Paper Cut

choke-points, and enhance work-flows, in

secure release of print jobs by swiping a

have certainly created a ‘new normal’ for the

organisational processes, and this is still

contactless card to release users’ queued

‘workspace, whatever the situation - and, of

true - despite the drastically changing and

print jobs without the need to touch

[28] SEPTEMBER 2020

www.dealersupport.co.uk

PRINTING

the device itself – much like paying by

to special TWAIN or DPWS drivers. All one

contactless with your credit/debit card.”

needs to do is to place the documents on the

With other solutions in mind Devon,

feeder of their MFP; in short, this takes the

recommends the following:

need to use the touch screen on the printing

•

device out of the equation.

“The e-BRIDGE Print and Capture app allows for fully contactless mobile

Lots of different users come face-to-face

printing, and document capture, from

with printing options on a daily basis – and,

tablets and smartphones. This Toshiba

of course, minimising contact here helps to

app supports several cloud services, as

prevent the spread of coronavirus. Regular

well as being able to print from, or scan,

cleaning of equipment and accessories,

to local and shared servers on a network,

alongside the use of some of the latest

simply by scanning a QR code on the

software, will result in minimal impact on

multifunction printer (MFP) display to

productivity.

print.

•

LEADERSHIP

Going forward, homeworkers will be looking for more functionality scan and copy, wireless and, perhaps, small footprint A3 machines

“Regular cleaning and disinfection of

“BRIDGE Plus Apps forms our

frequently used contact surfaces has always

repository of apps which can be added

been a good thing,” says Toshiba Tec UK’s

to our e-BRIDGE Next devices at any

Jack Lewis. “We recommend the use of 90%

time. These include connectors to

isopropyl alcohol to clean all surfaces of

favoured by some, though it seems the way

various cloud storage options as well as

Toshiba print devices.

forward will be a hybrid system which also

Google Cloud Print - which allows users

“Robustness and accessibility have

utilises smaller desktop printers and apps so

to seamlessly print from smartphones,

always been key design considerations

that staff don’t have to keep retrieving the

tablets or the Google Chrome browser

before we launch our products. As a result,

print.

without the need to touch the device,

they are easily adapted to the ‘new normal’.

or install any additional drivers on your

They are robust enough to withstand regular

contact with devices without negatively

device.”

cleaning to prevent cross-contamination,

impacting productivity, and regular cleaning

and have a variety of accessibility options to

of devices buttons/touch-screens should be

minimise direct contact with the device.

the primary consideration when preparing

PRINT FLEETS AND SCANNING These solutions can be easily retrofitted

The bottom line is to minimise direct

an organisation for a return to their office.

into existing print fleets – assuming they

LOOKING TO THE FUTURE

are recent enough devices to support the

A rising number of enterprises are fully

under the Health and Safety at Work Act,

solutions. In common with several other big

re-opening their office spaces, following

employers still have an obligation to ensure

names, Toshiba has sent out information to

strict guidelines to prevent the spread of the

staff are working safely, and in ways which

their authorised business partners discussing

virus, so it’s important to have devices which

do not endanger their health – even from

the above solutions in light of COVID-19;

can easily be reconfigured to help with the

home. While businesses don’t legally have

they are, of course, always on hand to help

process.

to provide technology to enable employees

with any queries individuals may have.

Being able to print for up to 12 months

It’s also important to note that,

to work from home, most larger firms will

Hewlett Packard are one of the other

without a cartridge change can certainly

make provision, and IT departments must

companies leading the way in facilitating the

help in combating cross-infection; this is

make sure staff have the tools to do their

use of state of the art printers able to connect

something a number of companies have

jobs efficiently.

to smart speaker, Alexa or Google Assistant

been looking at closely. Brother has one such

technology, for hands-free voice control.

device which is able to function without a

printers for the home will have been the result

Touch-screens provide easy access to settings

network. Near Field Communication can

of knee-jerk buying of whatever was available.

and network locations for scanning, and all

connect directly to the printer, while also

However, they maintain that, going forward,

of this is fast becoming the trend.

making it possible to both print and scan to

home workers will be looking for more

the cloud.

functionality - scan and copy, wireless and,

In terms of contactless scanning, it’s possible to do this from a desktop PC thanks

Centralised office printing is still

According to OKI, initial purchases of

perhaps, small footprint, A3 machines.

www.dealersupport.co.uk SEPTEMBER 2020 [29]

SALES SUCCESS

BUSINESS LANDSCAPE

THE NEW BUSINESS LANDSCAPE [30] SEPTEMBER 2020

www.dealersupport.co.uk

BUSINESS LANDSCAPE

SALES SUCCESS

The lockdown has meant that many people have had to work differently.

These changes are here to stay – and this presents opportunities for resellers

T

he COVID-19 pandemic appears to

environment, taking into account such wide-ranging factors as

have made lasting changes to the way

digital technologies, organisational transformation, resilience

people work, with homeworking now

and sustainability.

much more common, and those still working in offices doing so in a socially

HIGHLY FLEXIBLE, SAFE WORKPLACES

distanced way.

One of the main changes will be the need to minimise contact

Indeed, the Opinions and Lifestyle survey from the Office

in communal areas. For instance, businesses will need more

for National Statistics, which covers the period 5 August

automation in offices, particularly ‘touchless technology’ and

to 9 August 2020, reported that of all working adults, more

‘contactless pathways’, which require a huge amount of tech to

than three-quarters said they had either worked at home or

ensure employees are protected from the virus.

travelled to work this week – a small increase when compared

Employers may consider such things as voice-activated

with the previous week. In addition, 55% of working adults

equipment, thermal body scanners to check employees’

reported they had travelled to work in the past seven days,

temperatures, air conditioning systems that use UV light to

while 23% had worked exclusively at home.

kill pathogens, wearable sensors and naturally antimicrobial

These results confirm that more people are now travelling

materials. All this, inevitably, will require significant investment,

to work again, and fewer are working exclusively at home, when

so total cost of ownership will need to be factored into financial

compared with data from one month and two months ago.

planning and will be something that resellers need to factor

Although these statistics suggest that, after several months

more prominently when selling to businesses.

of staying at home, people are increasingly returning to their places of work, the pandemic will continue to affect the way

REMOTE EMPLOYEES

workers operate. Many, if not all, businesses will have to make

Working from home has grown significantly in the past six

adjustments, whether in the workplace or in adapting to the

months and, while it can have advantages for both employees

option of working from home long-term.

and employers, it brings with it new challenges - especially

Crucially, employers are having to rethink the purpose of the workplace, and take a more holistic approach to the working

for those who have children and have had to juggle parenting responsibilities with being a competent and productive

www.dealersupport.co.uk SEPTEMBER 2020 [31]

SALES SUCCESS

BUSINESS LANDSCAPE

employee. That said, many employees have enjoyed better work-

connection, allowing employees to decide whether to work from

life balance, and employers have found that jobs can be done

home exclusively or to meet and connect with co-workers face-

from home without a noticeable drop in performance.

to-face. Coming together in the real world is still fundamental

If, as a result, a business decides that it is no longer

to human psychology, and business systems will need to enable

necessary for all employees to be in the office all the time, and

this within a suitably safe environment – how will suppliers

offer remote working instead, they need to ensure they equip

ensure they are in a position to supply what is needed?

their staff to work as safely and productively at home as in the

Brother UK recently said demand for office and home

office. This means looking after their physical and mental health

working will create a productivity and safety challenge for

at home, as their living environments merge with their working

many organisations – and resellers will have an opportunity

environments.

to provide a range of solutions, including labelling devices,

Employers will need to ensure employees have all the equipment they need to do their jobs effectively – from software to stationery to furniture - which may have to be tailored to

higher-end print devices for home offices, and compact scanners, to tackle it.

“Understandably, many people in the UK are still

each employee’s needs. In such cases, a close relationship with

concerned about returning to the office,” says Andy Johnson,

the reseller will be imperative.

head of product and solutions management at Brother UK.

At the start of lockdown many people went for cheap

“But businesses also recognise that some employees are

office chairs, printers and webcams just to see them through,

struggling to work from home and want to offer them the

or because these were the only such items available. Now that

opportunity to resume some sense of normality.

many employees will be working from home on a permanently

“Companies must cater for both - and this hands IT

regular basis they are looking to make more considered

leads the challenge of not only managing a mix of office and

purchases - quality items that will last and look good - as they

home working technology on a longer-term basis, but also

integrate workspaces into their homes for the long term.

making sure they can operate productively while keeping employees safe.

COLLABORATION AND CONNECTIONS

“To do this, businesses will need their reseller partners on

In this COVID-19 world businesses will, increasingly, have

hand to help them with a range of challenges, from ensuring

some of their employees working in the office, some at home,

they have the right printing and scanning devices so people can

and some doing both. As a result, managers will want to make

work in the office safely, to providing remote working tools so

sure their business is designed to support collaboration and

those at home can operate securely at distance.”

[32] SEPTEMBER 2020

www.dealersupport.co.uk

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SALES SUCCESS

OFFICE WORKER

Return of the office worker As more people begin to head back to the office as lockdown eases, we spoke to some of the industry’s experts to find out how dealers can help companies successfully facilitate a return to office working once more LAWRENCE SAVAGE, MARKETING

from remote working. So, how can dealers

MANAGER, EXACLAIR

help businesses facilitate this return in a

screens, face masks, hand sanitisers, staff

“The lockdown periods have hit businesses

manner that increases employee confidence

and visitor tracking logbooks and signage,

hard, with 80% of the global workforce

whilst sustaining productivity?

there are a number of other products that

affected. However, with more companies

“The answer is pretty straight forward

“In addition to items such as sneeze

can be considered. Office furniture that is

now reopening, they are seeking to bring

as a number of suppliers are already offering

easily cleanable, and antimicrobial filing and

their employees back into the office

a more consultative approach to their

desktop stationery, are becoming essentials,

environment.

customers. Utilising tools such as office

especially for those who share files.

“Recent surveys have indicated that the

design software they can now recommend

“Bringing plants into the office can be

thought of not being able to socially distance

layout concepts that help to manage social

therapeutic, helping to reduce employee

from colleagues is causing the most concern

distancing measures in accordance with

anxiety. Furthermore, colour psychology

for staff when looking at a return to work,

company safety protocols. This enables the

indicates that incorporating fresh, pastel

whilst 55% state having extensively cleaned

dealer to create a bespoke proposal that will

colours in a work environment can

and sanitised work areas as the top safety

offer a complete solution when restructuring

encourage calmness, imagination and clarity

request when considering their departure

the office.

of thought. Thus, by taking a broader view,

[34] SEPTEMBER 2020

www.dealersupport.co.uk

OFFICE WORKER

SALES SUCCESS

and anticipating the customers’ needs,

businesses are planning to do this. Floor

clean with wipes, pump sprays or even spray

dealers can offer a more comprehensive

and wall mounted dispensers are available

dusters (for those leftover crumbs from

package.”

which hold anti-viral sanitisers and soaps;

lunch) you can do all of this in the time it

many companies are actively looking for

takes to boil the kettle!

SAM RYLANDS, MARKETING

versions which feature a lever arm which can

MANAGER, DURABLE UK LTD

be operated more hygienically with forearms

hand hygiene, with regular use of AF anti-

“It is also important to practice good

“The market has changed dramatically over

and elbows rather than hands.

bac+ hand sanitising rub. The 500ml pump

the course of 2020. At the start of the year,

“Similarly, signage has become more

demand for traditional office products was

important than ever. Signage can be used to

areas, with >70% alcohol without drying

as normal as it has ever been but, since April,

remind people to wash their hands, wear a

out the skin. The advanced defence formula

things have really been turned on their head.

mask, stay apart or take their temperature

is one to be trusted, with testing approved

on arrival at work. Businesses want to

to standards EN1500, EN1276, EN1650,

and were replaced with a high demand for

remind staff about the processes they have

EN14476:2013 + A1:2015. Why not also use

products which supported home-working;

put in place to ensure their safety; they are

the refill options to fill smaller bottles for

now the importance of the workplace

seeking vast amounts of wall, table and floor-

your travels?

in bringing people together has been

standing signage to do this.

“Sales in traditional lines plummeted,

bottles are perfect for desk and communal

“Cleaning is most certainly a big part

recognised, and many businesses are busy

“Finally, although many workers are

preparing their buildings for the return of

planning a return to the workplace, this will

of the ‘new normal’ but there are also additional benefits for the workplace. Not

their workforces.

continue to be blended with home-working.

only does the act of regularly cleaning

“So, how can dealers help facilitate this?

Flexible storage products which can be

help with coronavirus-related anxiety, a

“Dealers can diversify their product mix

easily carried between work and home are,

decluttered desk area can also increase

therefore, in high demand.”

productivity. Win, win!

with products that fit the workplace of the

EMMA PLUMMER, DIGITAL

the consensus is that we should be cleaning

future, dealers can follow the market trend

MARKETING EXECUTIVE, AF

much more often. From hand hygiene,

and stay relevant.

INTERNATIONAL

through to cleaning high touch zones

to include those solutions that companies are looking for. By replacing traditional lines

“An essential of any future workspace

“As we all adjust to a new way of living

“Go back to work safely by ‘making clean

surfaces, we need to remember that as

will be products which improve hygiene

routine’. We recommend starting the day

lockdown measures lift, and we rejoice in

and keep it front-of-mind for all employees.

with a desk clean-up, keeping an eye on

a return to a more normal life, there is no

Placing sanitising stations in strategic

high-touch zones such as keyboards, desk

room for complacency. We all need to ‘keep

locations around a building is one way

‘phones and mice. Whether you choose to

clean routine’.”

www.dealersupport.co.uk SEPTEMBER 2020 [35]

SALES SUCCESS

FLEXI WORKER

The increase in flex appeal After months of working from home, government advice no longer requires people who can work from home to stay there. This is undoubtedly going to lead to a rise in the ‘flexible worker’ - which will also lead to a demand for new products and solutions

A

large number of UK

Silkin found that 25% of employers had

workers are setting up for a future of

employees have been

already received requests for permanent

working in new ways - in the office, from

working from home

homeworking, or increased flexibility over

home, and other locations such as cafés and

over the last few

working hours. Flexible working takes many

co-working hubs,” explains Tim.

months - but it hasn’t

forms - including compressed hours, shared

Dealers need to adapt their product

all been plain sailing.

hours and a mix of working in the office and

portfolio so it offers solutions which allow for

working at home.

flexible working. Such products could include:

Whilst employers have had to grapple with logistical issues, such as team meetings

“New phrases and words are

marred by technical glitches and complying

becoming part of our everyday work-life

with GDPR, employees have had to contend

vocabulary,” says Tim Bonnett, VP of sales at

with their own personal challenges, such as

Monolith Global, “flexi-working, hybrid-

home-schooling, juggling work with caring

working, remote-working, hub-working and

responsibilities and sharing a ‘home office’

many more. COVID-19 has seen the way

with family members or house mates.

we work change rapidly - in fact, we have

Despite the drawbacks, many employees have reported largely positive experiences

•

Luggage solutions to allow for easy transportation of work essentials.

•

Protective cases for laptops and tablets to allow for safe transportation.

•

Lightweight files and stationery which are easier, and less onerous, to carry.

•

Flasks, water bottles, tupperware,

possibly seen five years of change happen in

lunchboxes to allow for refreshments to

a matter of only a few months.”

be carried to and from the office.

of homeworking. Being freed from the

This accelerated change in the way we

daily commute, and being able to be more

work calls for new products to help make

Dealers need to take full advantage of this

flexible with the hours worked to fit work

the transition between the office and home

exponential growth in a new type of worker.

around other commitments, are two of the

office as smooth as possible. “The Monolith

Although traditional lines may be taking a

biggest reported benefits of working from

team has identified a whole new customer

hit in demand, the flexible worker will begin

home. Now that the official guidance from

base. Many people worked 100% of their

to increase sales in other product areas. Tim

the government to always work from home

time in the office, so had no requirement to

emphasises this point. “These unusual times

where possible has been lifted, employers are

transport their laptop, tablet or paperwork

have brought both changes and opportunities.

bracing themselves for an influx in flexible

between different working locations. Now

We hope our partners and resellers will

working requests.

that more of us identify with work as what

discover opportunities that will start to

we do, and not just where we go, hybrid-

outweigh the challenges of recent months.”

A recent employer survey by Lewis

[36] SEPTEMBER 2020

www.dealersupport.co.uk

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SALES SUCCESS

HOME WORKER

Working from home: A combination of comfort and style

COVID-19 forced lots of companies to work remotely and, after months of working from home, many have decided to permanently relocate to the home office. However, not all of those now working remotely have a suitable set-up

B

efore the pandemic

Having been forced into a remote working

employees who work from home, or work

turned all of our lives

situation, many companies have found

from an office, are more productive - but,

upside down, working

that it works successfully for them. In fact,

with a dedicated workspace where you

from home seemed

companies like Twitter and Salesforce have

can concentrate, and enjoy good quality

like a perk which

announced long-term working from home

furniture designed specifically for home

was out of reach for

plans, while KPMG reports that nearly 70%

workers, it becomes easier to unlock the

many employees - mainly due to employers

of large company CEOs plan to downsize

benefits of remote working,” explains Simon

worrying about how allowing staff to work

their office spaces.

Howorth, marketing and design manager,

from home would affect productivity, teamwork, and communication.

However, coronavirus has caused a

Whilst many employees have rejoiced at the idea of being able to work from home

DAMS. “There’s no doubt that the recent

for the foreseeable future, the haste in

increase in working from home has

massive shift in the remote workforce, as

which the transition occurred has left many

presented problems for many people; but, for

millions around the world have had to turn

unprepared for a permanent life of remote

others, working from home has given people

their homes into makeshift office spaces.

working. “The jury is still out on whether

the opportunity and the freedom to create

[38] SEPTEMBER 2020

www.dealersupport.co.uk

HOME WORKER

the space they require in order to do the

SALES SUCCESS

Mark believes style becomes even more

long periods without regular breaks, so

important in the home office environment.

it is imperative that home workers have

“Another key factor is style. We love our

a chair that is comfortable, and offers

from home create the space they desire for

homes, and we all have different tastes, so

great functionality, when sitting down for

their home office?

purchasers are looking for furniture that

long periods - though without having to

they actually like the look of – it becomes a

compromise on style.

work they need to do.”

So, how can dealers help those working

AN EYE FOR STYLE Now people are preparing to work from home on a longer-term basis, the furniture

more emotive process, rather than simply transactional.

“It is an almost impossible task to try

Although being comfortable is a priority, Simon agrees with Mark that the look of the furniture is still important.

they will buy for their home office will be

and cover every single design cue and size

“At Dams we have plenty of home office

more of an investment rather than a quick,

variant there is, but we feel we have done

furniture solutions available to create an

functional purchase. “At the beginning of the

a good job of covering as many as we can.

inspiring work area, with sleek office desks,

lockdown period it was clear that there was

That being said, it has become clear to us

comfortable seating and clever storage

an ‘any port in a storm’ mindset that meant

in the SOHO market over the last few years

solutions. This is complemented by a new

the main drivers were price, followed closely

that the range never feels ‘concluded’. Tastes

home office catalogue, specifically designed

by stock availability, as we and other active

seem to evolve at lightning speed, and we

for the home worker market, featuring new

furniture suppliers saw our stocks depleted

are constantly working hard to keep ahead

products that are not only sized more for

way faster than our replenishment pipeline

of this!”

domestic applications, but which also feature

could keep up with,” explains Mark Galliano from Teknik Office.

“I think that when purchasing furniture

new colour trends such as Onyx Grey and COMFORT IS KEY As well as looking good, office furniture

Kendal Oak, as well as new paint finishes like Charcoal and Ancient Brass. Combine these

for an office there are some basics - for

needs to be comfortable. “Many people

colour trends with leather strap handles,

example, price, durability and, of course,

invest in a desk for their home office but still

wall-mounted bookshelves and universal

ergonomics - but when purchasing for the

insist on using a kitchen chair, armchair or

cube storage units with combinations of

home, there are some additional, subtle

stool to sit on. This can be a big problem for

internal fitments, and Dams have a very

nuances which come into play. Space

maintaining good posture and, if your home

exciting new home office range.”

becomes an issue for those who need to

office is in your kitchen or living room, it

create a fully-contained working area - these

really doesn’t help you keep a neat dividing

with furniture which combines ergonomics

are often ‘shoehorned’ into other living

line between work and play. Investing in

with aesthetics will be the key to driving

areas, so footprint matters, as do creative

a proper office chair is a better solution,

sales in this market. Dealers need to ensure

ideas, like fold-away wall desks or slightly

so that you can select your ideal seating

they strive to include furniture which hits

more ‘disguised’ products that blend into

position,” explains Simon.

these two targets in their portfolios in order

the setting and don’t look too obviously like office furniture when not in use.”

“When working from home it’s not uncommon for people to sit and work for

Providing those working from home

to be able to offer solutions to those working from home on a more permanent basis.

www.dealersupport.co.uk SEPTEMBER 2020 [39]

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 LIFE IN LOCKDOWN: PART TWO Father P. Clip discusses delays, dodging questions and donuts in his last instalment of life in lockdown

L

ockdown has ensured

now knows that as well.

that an awful lot

Even family members are getting to know

normal soon and we can relax back into our comfortable routines once again. Visiting our

more people know

pack sizes of envelopes and file dividers, it’s

customers for a chat and a coffee when we

about the way our

now got to the stage where there isn’t any time

are in the area is something we’ve taken for

business operates than

away from the business to relax. I’m scared to

granted for a long time and it’s an important

ever before. As I’m

put my nose out the door which as you can

part of keeping that business relationship

walking down the main street in the village

imagine is quite dispiriting for a priest with

alive. I wonder how it’s going to work in the

I can be greeted with questions like, “What

an office supplies business. My job is to talk to

future? It’s hard to hand over a box of donuts

about the stock situation father?”, “How’s

people, it’s what I’ve always loved doing and

in a zoom call, so do we just eat them in

your backorder list father?” or the biggest

I’ve known from an early age that I would like

front of the customer or do we arrange for

one of all “Where’s that hand sanitiser you

to end up forming lasting relationships with

a delivery before the call and synchronise

promised us four months ago father?” But

people, it’s just that I’d like the relationships to

the opening of the box? I’m worried that the

it’s important not to let it get you down as

be based on more than questions about when

customer will see how greedy I really am or

it’s no one’s fault. Suppliers are suffering just

someone’s face masks are arriving.

that the camera slips and they notice I’m only

as much as I am and everyone in the village

Hopefully things will get back to

wearing the top part of my cassock!

JOKE OF THE MONTH An office products dealer goes into a bar in America and orders three whiskeys.

The barman asks: “Would it be better if I put all three shots in one glass?”

The office products dealer replies: “No! I have two other brothers back at home, so every time I come into a pub, I order a shot for them both.”

The following week, the office products dealer orders just two whiskeys.

The barman asks: “Did something happen to one of your brothers?” “Oh no,” replies the office products dealer. “I just decided to quit drinking!”

[40] SEPTEMBER 2020 www.dealersupport.co.uk

FINAL WORD

Now is the time to consider diversifying

SALES SUCCESS

Peter Cowan Data Direct

he disruption caused

priority to source and distribute the best PPE

by the COVID-19

products available so that keyworkers - and

product design and manufacturing, Data

pandemic forced

many others in customer-facing roles - could

Direct has also invested in creating new

many companies to re-

carry out their work safely. Understanding PPE

products for the dealer channel. These

evaluate their products

was a learning curve, but we are in a strong

include sanitising stations, dispensers

and services in order

position to advise and support our dealers in

and automated room sanitising units.

to survive and build a stronger future for

finding new health and hygiene opportunities

Furthermore, our new homeworking desks

themselves. At Data Direct, we have noticed

for a wide range of workplace settings.

have already helped many dealers to supply

T

the needs and priorities of our customers

With little evidence of a return to pre-

Having the advantage of in-house

into a growing market of homeworkers,

change dramatically since the beginning

COVID normality, we expect the demand

as well as for their employees increasingly

and throughout the crisis. During the height

for new products and solutions to continue.

working from home.

of the lockdown dealers saw a significant

Our established consumables and parts

drop in print volume and revenue, mainly

lines will pick up as more people return

diversification, and constant evaluation

due to customers either temporarily closing

to the workplace, but health and hygiene

of products and services, is a necessity

or operating at reduced capacity. The

will remain high on everyone’s agenda.

to operate within the ‘new normal’. This

keyworker sectors posed a whole new set

As a result, Data Direct has formed a new

includes accepting change in order to remain

of challenges for dealers wishing to offer a

division committed to supporting dealers

relevant to new markets and customer

near-to-normal service, while learning and

and their customers in the supply of quality

priorities. Data Direct is here to help all

implementing new measures to ensure a safe

PPE, hygiene and workplace solutions.

dealers with a range of exciting products and

environment for staff and customers.

One of Data Direct’s first initiatives to

Our range has already extended to securing distribution rights for Salvesan.

help with workplace safety was to introduce

This wonder solution will not only kill

an efficient, remote, non-contactable parts

99.9999% of germs and viruses, including

delivery and collection solution for field

COVID-19, but is totally safe, alcohol-free,

engineers. In addition, Data Direct made it a

and doesn’t dry out skin.

The last six months have taught us that

solutions designed to create new, long-term business opportunities.

You can call us today to find out more on 01189 734 564, or visit www.data-direct.co.uk.

www.dealersupport.co.uk SEPTEMBER 2020 [41]

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