April 2022
Issue 320
New Post-it® colour collections available!
inspiring success
BREAKING DOWN THE BARRIERS
Diversification doesn’t have to be difficult
MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS
HOME IS WHERE THE HARTY IS Thombequ’s journey back to its founding family
2022
Join us at DS LIVE THE industry event for all UK dealers
PUT THIS IN YOUR DIARY 20th October 2022 Coventry Building Society Arena, Coventry
FROM THE EDITOR
Focus on the positives DEALER SUPPORT APRIL 2022 ISSUE 320 STEVE CLAYTON CARA HARTY MARK WILKINSON
That COVID restrictions have been lifted, and could be a thing of the past, is good news. But in their place is, is a whole raft of other issues that are concerning the sector and tempering the feelings of optimism that have been generally growing among dealers this year. In our BIG ASK we look at how Brexit has affected the sector. While it appears clear the extra regulations due to Brexit are having a negative effect for many, and will continue to do so, this is just one of several worries for the sector currently, which also include the rising costs of energy and a paper shortage, to name but two. Nevertheless, optimism still abounds! While there are significant current worries for the sector – which, it seems, will be with us for some time to come – there are still many opportunities for dealers to take advantage of. At Dealer Support we have been advocates for diversification for a long time and, while many dealers have made a success of this in recent years, some remain more hesitant. In our feature this issue manufacturers and dealer groups explain how dealers can diversify into new product lines – and how it doesn’t have to involve large amounts of money or time to do it. As one of our contributors says, it doesn’t have to be complicated! Dealers also have plenty of opportunities in the product areas that are growing post-pandemic. For instance, training is back on the agenda for many businesses but, as with many aspects of office life, COVID has changed this, and employees now have different expectations of both their training and the facilities it’s conducted in. The new emphasis is on flexibility, collaboration and multimedia – and dealers have a key role to play in advising customers on the best products to suit their needs. Similarly, post-pandemic, there is more emphasis on employee wellbeing – and the ergonomics of their office furniture is a key part of this. We explore how dealers can step in to provide everything from chairs to monitor risers to ensure employees are as comfortable and productive as possible. After the past two years dealers should have no trouble in facing up to uncertain times and finding new or different ways to sell to customers and keep on themselves in the black – the opportunities are out there and this issue will help you to focus on what works best for your customers and your bottom line. As always, don’t forget to check our website regularly for all the latest news from the sector, chat to us on our Twitter feed and let us know your opinions at @dealersupport April 2022
New Post-it® colour collections available!
Issue 320
inspiring success
BREAKING DOWN THE BARRIERS
Diversification doesn’t have to be difficult
MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS
HOME IS WHERE THE HARTY IS Thombequ’s journey back to its founding family
Dan Parton Acting editor
ACTING EDITOR Dan Parton
CREATIVE TEAM Amanda Lancaster
HEAD OF SALES Matthew Moore
DIRECTOR Vicki Baloch
hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk
Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. 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 Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite
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inspiring success
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EDUCATION
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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
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MARKETING Why now is the time
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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
APRIL 2022
Contents INDUSTRY 06 NEWS AND VIEWS
The latest news and views from across the industry
10 NEWS EXTRA
Young workers want more from their office time
12 SETTING THE TONE
CTS’ Steve Clayton is optimistic about the toner market
10
14 BREAKING DOWN THE BARRIERS TO DIVERSIFICATION PART ONE Diversification doesn’t have to be difficult
20 BREXIT ONE YEAR ON
What effect has Brexit had on the sector?
24 EDUCATING THE EDUCATORS
Dealer opportunities are plentiful in the education sector
DEALER SUCCESS 28 HOME IS WHERE THE HARTY IS
20
Thombequ’s journey back to its founding family
LEADERSHIP 32 MANAGING A WORLD OF PRINTING CHOICE Helping customers choose the right MPS
SALES SUCCESS 35 ARE YOU SITTING COMFORTABLY?
Employees want more from their office furniture
38 TRAIN TO GAIN
Training is back on the agenda - but expectations have changed
28
LIVE IT 40 LIVE IT
Take a break and enjoy some light-hearted fun
42 FATHER P CLIP
The good Father waits anxiously to see if he is an award winner
“‘Diversification’ is as simple as providing a product that their customer wants”
43 FINAL WORD
Focus on packaging to achieve climate goals
16
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Office Power granted Stationers’ Company Warrant for 2022 Office Power has been presented with a
and support services are solving everyday
Stationers’ Company Warrant for 2022 in
problems for their dealers,” said Christine Greer,
recognition of the consistent high-quality
chair of the Warrants’ Committee. “Therefore,
service it delivers to its dealer partners.
it’s with great pleasure that the judging panel
Launched in 2014, the Stationers’ Warrant
extends the Warrant for Office Power as they are
scheme is a mark of excellence within the
tapping into timely and transformative ways to
communication and content industries. This
advance their product and service in the ever-
is the sixth time Office Power has received
changing office products industry.”
this accolade since it first entered, back in
Richard Sinclair, COO of Office Power, was
2016; it is delighted to be recognised for its
pleased to accept. “Office Power has held the
continued dedication to the advancement of
Stationers’ Warrant for the last six years and
its technology and support services.
we are honoured to maintain this stamp of
“Office Power has proved, once again, that its commitment to innovating its technology
approval as a real testament to our vision and hard work,” he said.
The Navigator Company increases paper prices in Turkey
Government rolls back on EPR
The Navigator Company has increased its Uncoated Woodfree Paper
The Department for the Environment,
prices in Turkey by 8-12%, for all dispatches. Reflecting the volatility of the
Food and Rural Affairs has announced
current market conditions, Navigator will revise the situation continuously,
that extended producer responsibility
and price lists will have a maximum validity of two months. In addition,
(EPR) will NOT be rolled out from 2023,
Navigator said that it will not be able to keep the usual four-week pre-
following a consultation.
notice for price list changes.
The decision means that the current
This decision was taken due to the unprecedented times the
packaging recovery note system will continue
market is experiencing, with a continuous cost increase in all relevant
throughout next year and the government will
manufacturing inputs as well as logistics, an unparalleled order book and
set recycling targets for the 2023 compliance
several abnormal disruptions that are limiting supply.
period. The government’s full response to
The company will continue working to reinforce its partnerships
the consultation – which received more than
with its clients and strengthening its value proposition across several
1,200 entry submissions – had not been
dimensions; it very much appreciates the support provided by its large
published at the time of writing.
and loyal customer base.
[06] APRIL 2022
www.dealersupport.co.uk
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INDUSTRY
T H E M O N T H T H AT W A S
VOW Wholesale partners with eco-friendly brand, The Cheeky Panda VOW Wholesale has introduced eco-friendly bamboo paper brand The Cheeky Panda into its portfolio as part of its wider green commitment; VOW Wholesale will now stock a wider variety of sustainable choices, from toilet paper to straws, which will be available for next day delivery. ”VOW Wholesale has ambitious sustainability targets and we’re on the lookout for brands that are in line with our goals. We want to make a difference, not just directly but through and for our customers,” said Helen Wade, VOW’s new business director. “The Cheeky Panda offers our customers everyday sustainable alternatives. Our new partnership will help us to continue providing the best service to our customers while also expanding our ecofriendly offering.”
BOSS concern over printing ink chemical controls BOSS Federation has added its voice to concerns over government proposals to ban two chemicals used in printing ink later this year. As a member of the Graphics and Print Media Alliance (GPMA), BOSS has cosigned a letter written to the Home Office
Integra announces partnership with Beeswift
with concerns that two chemicals used
Integra has has partnered with Beeswift, a manufacturer and wholesaler of
(GBL) and 1,4-butanediol (BDO) - which
PPE and workwear; this addition to Integra’s supplier portfolio strengthens
will mean that industrial users will require
the group’s diversification programme and broadens the opportunities
a controlled drugs licence from 15 June.
available to members.
The letter aims to open dialogue with the
Beeswift not only boasts a significant level of stock held at its Birmingham-
in printing ink are due to be banned by law. Unless something is done, the tighter controls will impact gamma butyrolactone
Home Office over the proposed ban, with
based warehouse, but also an in-house embroidery and badging facility that
the hope that the issue can be addressed
provides members with a ‘one stop shop’ solution. A dedicated account
ahead of the proposed start date.
manager, supported by a customer service team, will give dealers the support
It has been reported that the Home Office
and knowledge they need to confidently step into new categories or industries.
initially thought that fewer than 70 print
In order to increase sales and customer awareness, members will
companies would be affected by this
have access to a range of marketing facilities including Build a Brochure,
change in the law, but the GPMA’s letter
Create a Quote and Create a Flyer. In addition, every product has its own,
claims that more than 4,000 companies
downloadable specification sheet and, in line with Beeswift’s ISO 14001
use such inks.
accreditation, packaging and waste information.
[08] APRIL 2022
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APRIL 2022 [09]
INDUSTRY
THE MONTH THAT WAS
NEWS EXTRA Younger workers want to be in the office, but need more out of it Research shows younger workers want to be in the office more, but need to get more out of their time there
T
he pandemic has
a negative impact on their future
the workspace is extremely, or highly,
changed the way
professional prospects and, according
important, compared to 69% of
many people
to Steelcase’s research, 42% of younger
Boomers and Gen X. Additionally, 44%
work and also
generations view advancement as a
of younger employees say they perceive
inspired many
key benefit to the office, versus 31% of
the office to be more valuable now than
to quit their jobs
older generations.
prior to the pandemic, compared to
- a phenomenon known in the media
In addition, younger generations
28% of older workers.
as ‘The Great Resignation.’ It seems
prioritise the office environment
But there is a caveat; both the space
that younger people – Millennials and
compared to older generations, with
and the culture need to provide more
Generation Z – are more likely to leave
74% of Millennials and Gen Z saying
than the pre-pandemic office did.
their roles than their older Boomer and Generation X contemporaries. Research by Steelcase of 5,000 employees
WHAT YOUNGER WORKERS WANT
globally found that Millennials and Gen
Steelcase’s research uncovered five
Z workers are 65% more likely to leave
things younger workers say are most
their companies within the next six
important in their office spaces,
months as compared with Boomers and
compared to pre-pandemic. All of these
Gen X staff. This means that businesses
elements scored significantly higher
need to look for ways to encourage
among younger generations.
younger workers to stay in post – and the office could play a crucial role in this, according to the research. Across the board, younger
1
People want more
4
Sustainability of office furniture Younger generations: 58%
Older generations: 38%
5
Storage lockers Younger generations: 47%
Older generations: 31%.
collaborative spaces
Younger generations: 69% more
Steelcase’s research found that,
generations have a comparatively
important than pre-pandemicemic
overall, those who like working from
more favourable view of the workplace,
Older generations: 60% more
their office more are significantly less
what it can provide, and why they feel
important than pre-pandemic
likely to leave and are significantly more
the need to be there; they look to the workplace as a resource - a place with the proper tools, higher levels of access totechnology and the best place to be recognised for possible advancement. Indeed, younger generations approach remote work policies with caution. They believe that being out of the office more days could have
[10] APRIL 2022
www.dealersupport.co.uk
2
engaged, productive and connected Privacy
to their company cultures, regardless of
Younger generations: 68%
generational differences. Millennials and
Older generations: 53%
3
Gen Z are the fastest growing segment of workplace talent, so it stands to reason
Flexibility of furniture
that companies must act now to provide
Younger generations: 59%
the culture and space needed to attract
Older generations: 45%
and retain those key performers.
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INDUSTRY
S T R AT E G Y I N T E R V I E W
Setting the tone After a rollercoaster couple of years in the toner market, CTS’ STEVE CLAYTON is looking forward more optimistically to the remainder of 2022
A
s with the rest of the wider office
in higher end printer and copier machine consumables
equipment sector over the past two
sales due to office lockdowns. The net result, from CTS’
years, it has been a turbulent time
perspective, is that demand is now at about 90% of
for the toner market but as Steve
pre-pandemic levels for toner only. Printing volumes
Clayton, managing director of CTS
are on the decline in general, though there are always
Toner Supplies, happily notes, optimism has returned to
opportunities with bulk ink and laser toner printers
the market recently.
becoming more popular; there is renewed interest
“The UK – as with the rest of Europe – reported a
in re-manufactured consumables and managed print
decline of above double-digit percent of new hard copy
solutions’ higher yield cartridge opportunities. The A3
sales in 2021 compared to 2020, due to manufacturing
market also offers increased demand, with new and re-
constraints and logistical issues, and this followed a
purposed devices going to market; this should drive a
disappointing 2020,” he says. However, Steve also points
ramp-up in copier consumables sales.”
out that the UK was one of the few countries with an increase in A3 device sales in the second half of 2021,
CHANGING TRENDS
according to IDC. “While this is likely to cause a dip in
Trends in the market continue to change as the country
demand in future months and years, we are confident
recovers from the pandemic, says Steve. “During the peak
there is latent demand still to be satisfied as OEMs
of COVID there was a noted shift from laser to inkjet due to
return to normal manufacturing levels – hopefully soon.
the obvious increase in homeworking. We have seen some
“The SOHO market for toner and inkjet has increased demand due to homeworking and home schooling, which helped to counter the fall experienced
[12] APRIL 2022
www.dealersupport.co.uk
reversal of this, even though there is more permanent working from home or flexible working. “More than ever, dealers are requesting aftermarket
S T R AT E G Y I N T E R V I E W
INDUSTRY
perspective,” he says. “Human in terms of customer
Added to this is the level of service from both a human and technical perspective
support from our dedicated customer services and account management teams; technical in being able to streamline transactions and invoicing through modern, front-end websites and back-office EDI. We have heavily invested in people, technology and infrastructure allowing us to offer a professional service, hold the required levels of stock for
cost-saving alternatives for new printers on the market;
next day delivery and maintain excellent relationships.”
this is another sign of how many businesses have spring-cleaned and proactively looked at reducing
IMPORTANCE OF SUSTAINABILITY
their operational costs. This means we have needed to
Customers have also increasingly been prioritising
react very quickly to new requests – which is sometimes
sustainability, Steve adds. “We are in discussions with
hindered by more complex research and development as
our manufacturing partners and certain components
printer technology moves on. We are now accustomed
of the finished products are becoming more eco-
to trends happening within a much faster timeframe,
friendly,” he says. “Also, general manufacturing
PPE being one prime example of this but, more
processes - such as making use of rainwater harvesting
recently, paper products also due to events in Ukraine.”
and solar panels for energy - are becoming more
He adds that customers want to get an aftermarket consumable much more quickly than previously expected.
prominent for further efficiency. “Finally, with the plastic packaging tax being
“It’s a sign of the times - wanting to reduce costs and
enforced on 1 April, and knowing that the HMRC are
recycle or reuse.” CTS has seen more requests recently for
looking to promote and drive producers away from
compatible new build and remanufactured product types.
the use of virgin plastics, we are in discussions with our
“We have also added a substantial mapping of new lines
partners to start reducing - or completely eliminating
to provide all possible options to our customers.”
- plastic packaging where possible using alternatives
Managed print services are also evolving post-
such as kraft paper. We are also looking into providing
pandemic. “We are working with select dealers on our
paper from harvest waste by-products and, considering
brand-agnostic managed print solution, ever conscious
current worldwide shortages, this may be a prime time
of larger OEM brands offering a direct route to the end
to consider a more environmentally-friendly option.”
customer and cutting out the dealer,” he says. “Desk top ink printers and small laser devices are becoming
LOOKING FORWARD
increasingly sophisticated; with many businesses now
It is the paper situation that is tempering Steve’s optimism
operating on cloud-based solutions, managed print – and,
for the sector - well, sort of. “Our hopes are that, in the
indeed, secure audited print – is moving out of the domain
short-term, the country doesn’t run out of paper and the
of dedicated copier dealers and into more general office
demand for us to supply toner and ink does not dry up!”
dealers. We think we have a good scalable and cost-
he laughs. “Joking aside, the number of printed pages in
effective solution to support our customer base and we
the UK should reach a plateau given the reduced number
continue to invest in dedicated staff to make this happen.”
of prints countered by the ever-increasing population.
Steve sees customers’ main priorities as value for
“We support transactional and contractual
money balanced against a product that works consistently
subscription-based business; the former should contract,
and is safe from an IP perspective. “Added to this is
and the latter increase in the coming years, which will sit
the level of service from both a human and technical
well with our print management programme.”
www.dealersupport.co.uk APRIL 2022 [13]
INDUSTRY
B A R R I E R S T O D I V E R S I F I C AT I O N
Breaking down the barriers to diversification part one Many dealers have diversified their product range over the past couple of years, but others have reservations or are unaware of how easy it can be to diversify
T
hroughout the past two years of the COVID-19 pandemic, many dealers
their customer wants.” For instance, dealers can easily diversify into site
have successfully diversified their
maintenance, Steve says. “The facilities manager they are
product range – and these newbies
talking to will already be buying-in products to maintain
have often become standard lines
their site, such as hardware and ironmongery, tools and
since. Yet some dealers are still hesitant to move away
much more - most of the opportunities available to office
from the traditional office products market – and this
products suppliers to diversify can just be a simple add-on
means they could be missing out on important new
to what they are already providing.
sources of revenue. Steve Plaistowe, OP channel manager at Spectrum
“It doesn’t have to be complicated. New product areas just require little investment from the dealer. They don’t
Industrial, says that the reality of diversification can be
have to stock the product, just add it to their website and
simple. “The OP channel can continue to be a ‘master’ of
promote it. There are many brands/manufacturers that can
office supplies,” he says. “’Supplies’ are just products and
actually distribute the product for the dealer, so they don’t
services being sent into office environments. Offices are
even have to rely on the OP channel wholesalers, they can
often attached to warehouses and manufacturing units -
work with the brand/manufacturer direct.”
which opens up many more opportunities for the office products channel to provide a wider portfolio of ‘supplies’
KNOWLEDGE IS POWER
into that environment, not just traditional stationery.
Steph Gentle, marketing manager at Beaverswood,
‘Diversification’ is as simple as providing a product that
adds that it can sometimes be a lack of knowledge that
[14] APRIL 2022
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INDUSTRY
B A R R I E R S T O D I V E R S I F I C AT I O N
stops dealers from diversifying into other product areas
instance, when jansan was initially launched, the ranges
or workplaces. One perceived barrier is not understanding
were seen as niche, and some companies thought they
the technicalities of new products. “One thing we stress
were slow burners. There are those that think it is a lot
about Beaverwood products is that you don’t need
of effort, money, time and resource to invest in a new
to have any technical knowledge; you just need to
category that could be a dead horse.
understand the basics of a warehouse” says Steph. “New product lines can mean talking to new decision-
To lower that barrier, it’s about presenting a range of products that can be easily learnt, are easy to sell, and fit
makers or stepping into the warehouse, storage facility,
the typical model of the office product reseller in terms of
manufacturing plant or logistics centre. It’s a different part
how they buy and sell.”
of the workplace than they are used to and this can, in itself, present a barrier as it is an unknown.” In fact, there are few real barriers to adding new product lines. Many, such as Beaverswood’s products, are on FusionPlus - which means they can be added to a dealer’s website overnight and be instantly saleable
‘Diversification’ is as simple as providing a product that their customer wants
afterwards. The barriers to adding these products are so insignificant, Steph says, that manufacturers should be addressing this ‘unknown’ factor to encourage dealers to make the leap into new product lines. “If the dealer thinks they are opening a pandora’s box
Steph stresses that it’s key for manufacturers to provide support to dealers moving into new product areas. “If you are asking somebody to step into a whole
by having new products that customers might be asking
new range you need all the sales tools to be able to
them about, and that this could be uncomfortable, it is
market and sell that range,” she says. “That can be
making sure all of the resources and training are available
marketing collateral, sales support, product training
and that manufacturers are supporting resellers to diversify
and education. Having a strong reseller pack can help
by presenting a really simple to sell range.
overcome any barriers to selling for a dealer.”
“There is a stigma among some about the perceived
New product ranges also need to be easy to sell
effort needed to open up new categories, and that it can
online – especially as the B2B market is growing
take months to get new categories off the ground. For
so rapidly, Steph says. “Products need to be well-
[16] APRIL 2022
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INDUSTRY
B A R R I E R S T O D I V E R S I F I C AT I O N
merchandised for online selling – it is about having the right photography, product descriptions, videos and reviews to help a product sell online.”
supplier questions. “We also put our marketing team and the suppliers’ marketing team together to come up with supporting documentation and promotional materials. We also
PROVIDING A COMPLETE SOLUTION
ensure the supplier will be on hand to help dealers
Steve Carter, managing director of Advantia, agrees
with further on-site training if needed, or to answer any
that for dealers to make a success of diversifying, they
questions when they are out selling.”
need to be given the right support. “If you go to dealers and say, ‘We’ve just done a deal with a jansan company, here are the products.
This means that everything is in place for the dealer to go out and sell the range before it goes live on their websites.
We’ll get all the data set up, pricing etc – go fill your boots’ you’ll turn the dealer off because they know nothing about that product sector and won’t know how to sell those products effectively.” Steve points out that Advantia, and other dealer groups, will give dealers all the information they need
It’s not just about giving dealers the supply, but a complete solution
before a new product range goes live. “For us, it’s not just about giving dealers the supply, but a complete solution - so that they are confident about what they
“The end-user now expects a dealer to be more
are talking about and know that, in the background,
than just somewhere where you get pens and paper;
there is help available for any related questions they
it needs to be a ‘one stop shop’. We have had to
may have,” he says.
diversify to all areas, from furniture to workwear and
“When we talk to a supplier in a new product area we do all the background work with them and put together a solution, rather than just a price list. We will also put the
jansan, shredding and print to technology and MPS, compatibles and more,” says Steve. “If you can diversify, and sell your customers a
supplier in front of the dealers so they can educate them
complete package, it makes it easier if things go wrong
about the market - how to sell the products, where to sell
in one particular area as you have others to fall back on
them and what questions to ask. Dealers can also ask the
and maintain profitability.”
[18] APRIL 2022
www.dealersupport.co.uk
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INDUSTRY
BIG ASK
Brexit one year on – what impact has it had? It is now more than a year since the UK formally left the European Union, bringing with it a raft of new rules and regulations. But what effect has Brexit had on dealers? Has it led to increased costs and more red tape, or were these teething troubles that have been largely ironed out? David Martin, sales director
use for any orders. This was indeed the case for a while, but I
at One Office
think some of the suppliers overreacted at the time, pushing
Northern Ireland has certainly had its
up carriage costs and insisting on things like those numbers,
own unique difficulties since ‘the big
even though we still don’t really know if we need them or not.
leave’; all of a sudden there was an
There were a lot of delays at the start, especially with
Irish sea border between Northern
furniture; the wholesalers had already sorted themselves
Ireland and the rest of the UK and a
out, thankfully, but we had stories of furniture being stuck in
business protocol that hadn’t been there before. The result
containers alongside other orders that hadn’t produced the
was that no-one really understood what paperwork needed to
right paperwork, and there were a lot of delays to anything
be filled in or what procedures to follow.
which wasn’t coming through the normal wholesale channel.
The different tax and paperwork implications meant that
It coincided with COVID, which didn’t help matters, but,
some suppliers showed a reluctance, at the start, to trade
in some ways, the fact that there were so few people in offices
with NI - certainly from the point of view of suppliers within
made things a little easier to deal with. Obviously, the last
the UK who had, up to then, found it fairly seamless. The
thing we wanted was for customers not to be ordering the
goods outside of the normal wholesale channel, which we had
same amount, but at least we could deal with the changes.
come to expect within a two- to-three day delivery time, were suddenly not arriving, or taking a lot longer to arrive. We had done some preparation beforehand by collecting our customers’ EORI numbers, which we apparently had to
[20] APRIL 2022
www.dealersupport.co.uk
It all seems to have settled a bit since then. We don’t enjoy quite the same level of service from some UK suppliers as we did before, but it’s something we and our customers have got used to.
BIG ASK
INDUSTRY
Mark Wilkinson, ACCO
to import into the UK, post-Brexit. Exporting out of the UK,
How office supplies businesses are
and into the EU is clearly more difficult than before, but far
faring outside the EU is a difficult
from uneconomic, depending on the sector you are in. The
topic to pin down with any certainty,
increased regulations do consume time and effort, which
as so many other variables have
does add to costs, but I think most businesses have learned
changed in the past 12 months.
to adapt, or have re-focused their efforts elsewhere. I did see
We’ve had the global pandemic,
some well-known manufacturers posting apologies to their
unprecedented supply chain disruption, economies
customers on LinkedIn - which surprised me - but, overall, I
rebounding at different speeds after their pandemic-induced
think the industry coped well.
corrections and, of course, many offices being closed for long periods. The closure of offices led to huge changes in demand, product, customer and channel mix, which impacted supply chains too. In my view, it’s clear that Brexit has added to our costs;
Brexit has led to higher costs and longer lead times
however, extrapolating that from the far more serious impacts of the post-pandemic rebound, wider inflationary pressures and the tragic geopolitical events that we now see unfolding
The much greater concern for all involved in the
in Eastern Europe is hard to do. Brexit has led to higher costs
manufacture, supply and distribution of workplace solutions
and longer lead times, but this is outweighed by other global
is that of inflation. I have been in this industry for 24 years
inflationary drivers.
and have never seen inflationary pressures like we are seeing
In terms of Brexit specifically, ACCO was well-prepared,
right now. These challenges far outweigh any current impact
and we had long experience in our UK business of both
of Brexit and, as an industry, we will have to learn to be much
importing and exporting and, as I said 12 months ago,
more dynamic with our pricing, more creative in managing
we adjusted for the fact that the post-Brexit world would
costs, and more realistic in our conversations on this topic.
mean more importing and exporting, rather than the crossbordering of goods in one customs jurisdiction. I think, initially, some manufacturers - particularly smaller ones, or those not based in the UK directly - really struggled
Reliability of supply chain, and working with solid partners, are also key factors for the industry to consider in these turbulent times; we certainly see ourselves at ACCO as a very stable and reliable key partner.
Phil Jones, managing
the goods out of the port. This could be for several reasons,
director, Brother UK
including the ports being clogged, containers being in the
At Brother UK we have specialists
wrong place, or COVID isolations, to name but three, so you
in logistics and supply chain to deal
can’t say Brexit exclusively was the cause as there are multiple
with the complexities of trading with
issues happening concurrently. That said, there is a huge amount
the EU, but the practical reality is
more admin and paperwork needed than previously to bring in
this; goods clearances since Brexit
goods or export to the EU, which adds to costs and timeframes.
have taken two weeks longer than previously. This is regardless
Also, post-Brexit the drivers that are often needed to move
of the delays the ships have had on the high seas; when the
goods around the UK are not here as some who were from
products have got here, it has taken two weeks longer to get
Europe had repatriated during COVID and not come back.
www.dealersupport.co.uk APRIL 2022 [21]
INDUSTRY
BIG ASK
The driver shortages meant getting goods out of ports was
I think things will improve; it’s just a matter of time for
difficult, and that you could end up incurring more demurrage
things to settle down, for the systems to be found, for people
charges. If your goods are stuck at the side of the port, and
to become fully familiar with the processes and for the
your freight handler says there are demurrage charges, then
pandemic to end - all these sorts of things, and then we can
your cost of goods goes up - and that is before you get them
fully discover the new normal.
into your warehouse, offloaded and off to your customers.
I don’t think we will ever get back to the slick and
Overall, Brexit has added about three weeks to our
predictable supply chains as we had pre-Brexit; there will
overall, end-to-end supply chain from when goods hit a UK
still be an extended amount of time for goods to not only
port to arriving at our DHL warehouse for processing. Our
arrive but clear the ports. Inevitably there is more cost, more
group companies in Europe aren’t experiencing the same
administration and less stability which is never a good thing,
impact as we are in the UK, but that’s just how it is now and
but this is now the trading environment that we must all
what we are faced with.
continue to adjust to up and down the channel.
Peter Cowan, procurement
differently and carries the same documentation charges and
director, Data Direct
checks as shipping to the EU. There is still no answer to this
It is clear Brexit was not ‘What it said
difficulty right now but, hopefully, it will be found.
on the tin’. Having been announced
At Data Direct we have tackled Brexit, and its
and positioned as the easiest
complexities, as an opportunity. We now fulfil deliveries in the
deal in history by Dr Liam Fox, it
UK for companies/brands that did not want to hold their own
was anything but. Making such an
stock over here, but still had a user-base to satisfy; we can fill
announcement probably hampered the negotiation from the
that logistics gap, and all parties have benefited in doing so.
off, and markets have not been the same since.
Without doubt, our volumes to the EU are lower, but our gains
However, as with any short- or long-term barrier being imposed, it has changed market dynamics and this in itself
on the domestic market have by far outweighed any loss. Besides Brexit, there are greater challenges – many still
has led to many new opportunities. More marginal business,
because of COVID. Supply chain logistics’ costs are still
that used to have competition from Europe, now gives
much higher than pre-COVID, and now oil prices are
advantage to whoever has the ‘home’ stock.
putting further pressure on costs. Continuing disruption at
One of the really difficult regions is Northern Ireland,
manufacturing centres are also causing delays and disruption.
where new legislation means that there are administration
There is talk of the ‘new normal’, but we are still some way off
charges to ship to a part of the UK, due to being treated
seeing that crystallised.
[22] APRIL 2022
www.dealersupport.co.uk
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INDUSTRY
E D U C AT I O N O P P O R T U N I T I E S
Educating the educators As learning returns to something akin to normal for schools and universities, there are plenty of opportunities for dealers – but they need to advise customers on the best products for their needs
T
he past two years have been like no
driven by the trend for greener schools, continues, and
other for the education sector, with
there is also a comprehensive demand for effective
remote and home learning used
PPE, social distancing signage and sanitation solutions
as never before - but now most
throughout the educational sector. In addition, the
learning is back in the classroom,
global school stationery supplies market is expected to
and there is a focus on helping learners – especially
grow at a CAGR of around 4% between 2021-2026.”
schoolchildren – to catch up on the ground they may
The pandemic led to an expansion in remote
have lost during the pandemic. While technology can play a part in this, more
learning so other growing areas of the market are cloud-based software and cyber security solutions,
traditional products - such as paper and stationery - are
as well as products that can facilitate asynchronous
still important to engage children and help them to learn.
learning, says Lawrence. “This has influenced greater
Of growing importance too are sustainable solutions,
demand for items such as headphones, webcams, USB
as Lawrence Savage, marketing manager at ExaClair,
multiport adaptors and power packs; as a result, the
explains. “With over £1.5 billion of UK government
need for suitable, adaptable storage and organisational
spending recently pledged to both upgrading current
products has also grown.”
buildings and the construction of new schools to meet
This means dealers need to work closely with
the growing student population, there is a growing
their educational sector customers to understand
shift towards creating green schools that incorporate
their needs, in order to advise them effectively to
sustainable products and initiatives,” he says.
match the best solutions to their individual budgets.
“The government is, reportedly, allocating an extra
“In the long-term this will enable dealers to build
£4.7 billion for schools in England by 2024-25. The
lasting relationships and create wider customer
current increase in ecologically-aware product sales,
loyalty,” says Lawrence.
[24] APRIL 2022
www.dealersupport.co.uk
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INDUSTRY
E D U C AT I O N O P P O R T U N I T I E S
HYBRID WORKING IN UNIVERSITIES
“Paper and printing technologies have, understandably,
The need for dealers to understand their customers’
always been closely linked; as copiers and printers have
needs is especially acute in the universities and further
developed, paper has had to keep pace to ensure that
education establishment sectors - for instance, the
performance, runability and the final printed product all
University of Cambridge has adopted hybrid printing for
meet the users’ expectation,” he says.
its 20,000 students and 11,000 staff across 31 colleges
“In a school, or other educational establishment, there
and 150 departments. The University’s decision to offer
can be a plethora of printing jobs to perform on devices
hybrid print was driven by not just the number of devices
ranging from the humble desktop inkjet in the classroom,
and end-users, but also by COVID-19 lockdowns, which
through to the graphic arts quality digital printer in the
caused students and staff to shuttle between working
central office or reprographic department. Matching the
remotely and on-site learning.
wrong paper to the wrong application can result in either
The University of Cambridge’s printing environment
poor quality prints or, at the other end of the scale, a print
supports 27 colleges and even though they are
that has been produced on a paper whose quality far
members of the university, each college manages
exceeds the requirement - resulting in costly reprints or
its own IT infrastructure, including their networking;
overspending on the wrong product.
compounding this complexity was Google Cloud Print’s
“School budgets are, as we know, are sometimes
deprecation. As Kelvin Morgan, computer officer, and
stretched to the limit but often, when it comes to paper,
Dean Feltham, print technician, explain, they needed
a one-size-fits-all approach can be the order of the day;
a robust BYOD print enablement tool to support their
the C grade copier that is used to create classroom notes,
colleges’ independent network infrastructures, while also
or print a task for students, is often the same product
continuing to support their students via their centralised
used to print colour documents and important external
printing subscription service.
communications – often leading to a poor end result.
Kelvin and Dean decided on PaperCut MF to
“The key is to match the application to the correct
underpin their centralised service. PaperCut offers
printing technology and, more importantly, to demonstrate
participation via subscription which means they can
this to the end-user. They need to understand the
manage print, photocopying and scanning for their
advances in surface treatments for inkjet printing and the
entire student body.
wide selection of papers available tailored to meet the needs of specific tasks and applications.”
TRADITIONAL DEMAND
Paul adds that the challenge and opportunity for the
Although technology has provided some great solutions,
reseller is to move from paper seller to paper consultant.
demand for more traditional products, such as paper,
“This will, undoubtedly, pay dividends as they demonstrate
has been maintained, as Paul Savill from Antalis explains.
a higher level of expertise to their customers,” he says.
[26] APRIL 2022
www.dealersupport.co.uk
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DEALER SUCCESS
THOMBEQU
Home is where the Harty is CARA HARTY recently bought longestablished dealer Thombequ back into the ownership of the founding family – and is now looking to build on its long history in Central Scotland
[28] APRIL 2022
www.dealersupport.co.uk
C
ara Harty is in an unusual situation; while she recently brought longestablished family dealer Thombequ back into the
ownership of her family, it is her first experience of being the owner and making all the decisions. So, while the business has been in Central Scotland for more than 40 years, in some ways it feels like she is starting from scratch.
THOMBEQU
It has been a period of change for Thombequ. Rewind to November 2020 and Sandy Thomson, Cara’s father, who had established Thombequ in 1978 with his wife – and Cara’s mother – Irene, and
DEALER SUCCESS
had gone to find cheaper prices but have
You just get your hands dirty and do everything
now come back to Thombequ as they want to support me and the local economy.” Cara points to how, being a small company, Thombequ can be more
ran it ever since, took the opportunity to
responsive than some of the larger, national
sell up to another local business and take a
companies. “It can be annoying when you
well-earned retirement. Cara took over the
the moment it’s more about post-COVID
have to contact people two or three times
running of Thombequ as an employee of
recovery and re-establishing the business -
for an answer for something that could
the new owners. While the deal, on paper,
it’s early days.
easily have been sorted out by one person,”
had looked like a good fit at the time, in
“While Thombequ is an established
practice, it didn’t turn out that way. “The
company, it’s the first time I’ve owned it
the chances are we would jump in the car
businesses were just too different,” says
so, in that respect, it is new. For now, it is
and go and sort out any issue face-to-face -
Cara. It was a mutual decision for Cara to
about getting back in touch with customers
not that we often have issues but, when we
take back the Thombequ business, and this
we’ve not heard from for a little while and
do, we get them sorted out quickly.”
was completed on February 1 this year. “It
reassuring them that nothing is going to
was an amicable decision on both sides,
change again; we are back, and building the
is keen to foster within the business, it being
and we continue to have a strong working
company up again.”
something she learned from her parents.
relationship,” she says. Now Cara is focusing on growing
she says. “For us, if a customer is local to us,
The personal touch is something Cara
She says he knew the value of relationships KEEPING IT LOCAL
– indeed, Thombequ has been providing
Thombequ’s sales base back up to, and
News that Cara has taken over has been
services to some businesses for the entire 43
beyond, its pre-COVID levels. “It’s an
welcomed by the local business community.
years of its existence. For instance, during
exciting prospect that I can take it forward,
“We’ve had customers come back who had
the days of the pandemic lockdowns, Cara
and do what I want to do,” she says. “At
stopped buying from us,” she says. “They
appreciated how difficult it was for some
www.dealersupport.co.uk APRIL 2022 [29]
DEALER SUCCESS
THOMBEQU
customers, especially those who lived alone. “There were a few customers that ,when they ‘phoned through their order, you took that extra bit of time with them because you knew they were in the house on their own
office furniture, especially as businesses
It’s a family thing and I couldn’t turn it down
and you could tell they just needed someone
make sure they were ok.”
face working and many are looking to revamp or refresh their physical spaces to accommodate new ways of working. Whatever Cara does, family will be at
to talk to, so you had that extra chat with them,” she says. “That was important, just to
in Scotland gradually return to face-to-
the heart of it. Sandy, while enjoying his However, she didn’t join the business
retirement, helps out occasionally with
formally until 2006, after completing her
deliveries – much to the delight of long-
Master’s at the University of St Andrew’s.
standing customers who enjoy the chance to
GROWING UP IN THE BUSINESS
Like many family-run businesses, over the
catch up with him – and there is a potential
Cara learnt a lot from her parents, having
years Cara has taken on most positions
third generation coming up - Cara’s children,
been around the business for as long as
- from making deliveries to running the
currently aged six and two. “I’m doing
she can remember – indeed, there are
accounts - gradually taking on more
all this for them,” she says. “I did wonder
Thombequ customers who remember her
responsibility. “It’s a typical, family-run
whether I would have the time to take on the
being born! “I remember going to trade
business; you just get your hands dirty and
business, but it’s a family thing and I couldn’t
shows when I was younger. I would go
do everything.”
turn it down.
round with a bag collecting samples so that
Now she has plans to expand what
“Whether the children take it over,
my friends and I could test them out at
the company does with ambitions, in
I don’t know, but it would be nice if
school the next day,” she laughs.
time, to expand product offerings around
they did.”
[30] APRIL 2022
www.dealersupport.co.uk
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LEADERSHIP
MPS – A WORLD OF CHOICE
Managing a world of printing choice Managed print services come in a vast array of shapes and sizes and dealers play an important advisory role in ensuring customers commit to the right solution for their needs
M
anaged print services
James Pittick, director of B2B Indirect Sales,
technology available is also important in
(MPS) have been a
Canon UK and Ireland.
helping businesses to adapt to the hybrid
staple in many offices
He adds that dealers should look to work
world. “It’s important to point out that the
for years - but there is a
with an MPS provider that has switched
market demand for home worker printers
wide array of solutions
to a cloud-first mindset. “This can deliver
is growing,” she says. “Research conducted
available on the market and, with changing
significant benefits. Not only do cloud-based
across the UK and US markets found that
needs among many businesses over the past
solutions support digital transformation
63% of people are printing more at home
couple of years, which solution is right for
processes, and agile working effectiveness,
than they were a year ago, and 43% of home
them is not always obvious. This means
they are also more sustainable and lower
workers who don’t currently have a toner
dealers have an important role to play.
in cost, which is extremely attractive to
subscription service in place would be
customers.”
interested in having one.
“Dealers should consider MPS providers with a broader offering - those that are
Anna Grubb, ECI’s managing director
“This demonstrates that there is a gap
constantly expanding their knowledge and
of international sales for field service,
in the market. As the demand for printing
services to meet market demands,” says
believes that taking advantage of the
from home increases, dealers
[32] APRIL 2022
www.dealersupport.co.uk
MPS – A WORLD OF CHOICE
The market demand for home worker printers is growing
LEADERSHIP
approving each transactional toner order or
SCALABILITY AND FLEXIBILITY
process potentially hundreds of invoices per
For Mike Mulholland, head of services
month,” Anna says.
and solutions at Brother UK, the real value of MPS is how they offer customers
BRINGING EFFICIENCY
scalability and flexibility. “Dealer-vendor
Pietro Renda, chief marketing officer at
partners can create packages to meet the
MPS Monitor, agrees that efficiency in MPS
unique requirements of each individual
is important – as is bringing clarity to what
business to ensure they get meaningful
need to leverage the toner subscription-
is often a costly, but poorly understood,
value from their print estate,” he says.
based models offered by manufacturers,
business process. “One of the big reasons to
“Implementing effective MPS solutions calls
enabling home worker printers to be
choose MPS solutions is that they reduce
for consultative, needs-based assessments,
brought into scope as part of the toner
costs,” he says. “An MPS provider can assess
where suppliers get under the skin of
automation service.”
the entire range of printing resources and
customers’ IT requirements and uncover
look for ways to consolidate and optimise
necessary productivity, security and cost-
printers, which saves money in the long run.
efficiency improvements.
However, while being technologically advanced is important, simplicity is also valued, says Anna. “A solution that is easy
“An MPS solution takes the burden
“The shift to services is strategically
to install and can discover devices
off the shoulders of IT, allowing the team
important for the wider print IT sector.
effortlessly will save teams endless
to focus on its principal work. It can also
Partners can lock-in revenues by switching
amounts of time. Choosing a system that
minimise printer down time by replacing
clients onto contracts, which offer them
can capture big data in the background
manual processes with automated ones that
more long-term security over their cash
will also allow management teams to gather
send alerts and notifications about supply
flow when compared to transactional sales.
meaningful insights; over time, this can
needs and service issues - MPS providers
Dealers can deepen their relationships with
help inform smarter decision-making
also actively monitor and install updates to
customers by placing a greater emphasis
across the business.”
ensure devices are equipped with the latest
on consultative sales, while they maintain
security capabilities. To reduce their impact
a dialogue with clients on how their MPS
adds. “Organisations need to be sure that
on the environment, many companies
is meeting their changing requirements.
their customer data is always processed in
are looking for ways to become more
Building stronger relationships with
a secure manner and protected from the
sustainable and MPS helps to decrease
customers will yield opportunities to expand
risk of exposure. The only way to ensure
environmental waste.”
revenue streams in the future.”
Data security is also important, she
that these key elements are accounted for
Dealers should look for MPS that
Mike adds that vendors are introducing
is by choosing a provider that knows the
meet certain criteria, he advises. “The
new solutions to help dealers meet shifting
industry inside out – one that has a wealth
system needs to be modern, easy to use,
customer demand. For instance, some small
of experience.”
cloud – and SaaS [software as a service] –
businesses are looking for more flexible,
based, and compliant with all the security
non-committal subscription services, which
be a more efficient solution for dealers
Using click-per-print systems can also
standards such as ISO 27001 and AICPA
make it easy to get set up with a new printer
and customers alike. “Dealers don’t have
SOC2, as well as GDPR. It should also
and access the benefits of MPS – such as
to issue as many transactional invoices
allow integration with CRM and ERP
device installation, supplies recycling and
or spend hours chasing for payment and
and be capable of providing reports and
maintenance services – without having a
consolidating their ledgers, while customers
statics – predefined or customisable – using
credit agreement but, instead, an agreement
don’t have to spend hours manually
embedded BI Analytics.”
that it can be cancelled at any time.
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T H E I M P O R TA N C E O F E R G O N O M I C S
Are you sitting comfortably?
T
he past two years has
SALES SUCCESS
The importance of ergonomics has been in the spotlight over the past two years, with employees now having higher expectations for the comfort and functionality of their office furniture
This means that offices are changing.
pandemic, there has been an increased focus
been unprecedented
“Nature-inspired biophilic offices are really
on staff not only needing equipment that is
for working habits,
coming to the fore, with planter storage
ergonomic but also aesthetically pleasing and
with hybrid working
units, wooden slatted walls or area dividers
capable of adapting to varied requirements.
now here to stay and
increasingly being incorporated into the
many businesses
“We’ve seen a continued rise in
modern office layout,” Lawrence says.
popularity of products that feature soft,
upgrading their office spaces to tempt
“According to the EMEA, offices that feature
calming pastel shades, as well as more
workers back – and this has led to a focus
natural elements report a 13% higher level of
ecologically-aware ranges; demand has
on wellbeing policies.
wellbeing as opposed to those that don’t.
grown in step with the growing influence of
A key part of wellbeing is office
“In addition to items such as chairs,
Generation Z members of the workforce.”
ergonomics, needed to maintain employee
desks and wrist supports, more businesses
safety and comfort, while also enabling
are seeking modern alternatives to traditional
CHANGING EXPECTATIONS
them to maximise efficiency, says Lawrence
filing and organising products associated
Elisabete Wells, regional marketing director,
Savage, marketing manager at ExaClair.
with the office - products which offer
ACCO UK & Ireland, agrees that employers
“There is a growing emphasis on optimising
greater flexibility to meet the demands
should be keen to create a comfortable,
thermal comfort, air quality, acoustics and
of nomadic workers – for example, more
wellbeing-focused environment. “Now that
lighting, allowing businesses to create more
portable and modular filing storage products,
they have the power to curate their personal
pleasant office spaces that encourage better
and stationery equipment that carries
workspaces at home, workers’ expectations
productivity, as well as boosting the wellbeing
environmentally-friendly credentials.”
of the office have changed,” she says.
and morale of staff members,” he says.
Lawrence adds that, since the start of the
“Employers should reflect this in their choice
www.dealersupport.co.uk APRIL 2022 [35]
SALES SUCCESS
T H E I M P O R TA N C E O F E R G O N O M I C S
Monitor arms are in high demand, as they save desk space, help to improve productivity, and enable multi-screen work, which is essential for smashing those spreadsheets.”
BASICS STILL KEY While office furniture is changing to meet the evolving nature of work, the basics – a good desk, supportive chairs and comfortable breakout areas - are still the key design elements, says Simon Howorth, marketing and design manager at Dams. “The mix of exquisitely designed classic furniture, and ergonomically designed modern furniture, will give employees a of ergonomic solutions, and this presents a major opportunity for resellers to introduce their customers to products beyond just chairs and desks. They can improve their offering, increase their range, train their
space where they feel welcomed, comfortable
A key part of wellbeing is office ergonomics
sales and telesales teams so that they can
and well taken care of,” he says. “Office furniture makes the work environment comfortable, pleasant and attractive; the role of furniture in worker productivity, and the efficient operation of a
advise on what a good ergonomic set up
work environment, is more important now
looks like, and ultimately sell more.”
a dedicated home office – expect to see a
than it has ever been. Flexible workplaces are
Likewise, hybrid working brings
rise in demand for lightweight, compact,
becoming the new normal and businesses
opportunities for resellers to help their
well-designed ergonomic products such
must create or re-design their spaces to fit
customers set up comfortable, functional and
as laptop risers, keyboards, seat cushions,
the new era.
more permanent home workspaces, Elisabete
footrests and computer mice to make life
says. “The opportunities will come from those
more comfortable,” she says. “Also expect
out their offices with height-adjustable desks,
customers who, even after two years, viewed
to see customers upgrading their standard
ergonomic chairs and soft seating areas.
remote work as a temporary arrangement,
equipment to products that match their
We’re also seeing more collaborative spaces
as well as from customers who probably just
personal tastes.”
with worktables incorporating power and
bought the first available bog standard black,
Jeremy Cooper, marketing manager
“More and more businesses are kitting
data so that teams can work together and
bulky piece of equipment they could get their
at Fellowes, agrees. “Laptop risers and
more private working spaces so that people
hands on, just to get them by,” she says. “Now
monitor mounts have become must-have
can get away from the hustle and bustle of
that remote working is here to stay, customers
items, as have ergonomic desk
the office when needed to concentrate on
in both camps will be looking to invest in
accessories – from keyboard and
the job in hand, along with abundant indoor
products that address their long-term needs.”
wrist supports, to document holders,
greenery to give workplaces have a more
ambidextrous mice and foot supports,
homely feel.
IMPORTANCE OF ACCESSORISING However, Elisabete points out that
through to storage and organisation solutions and deskside shredders.” He says that, when COVID-19 first arrived,
“Companies need to evaluate which types of furniture best support their employees’ day-to-day activities and
ergonomics is about more than just large
many companies bought cheap solutions online
remember that furniture is essential for
furniture items. “With many staff having
as short-term fixes. “Now that the new ways
the smooth and efficient functioning of
to continue working from their dining
of working are here to stay, most companies
a workplace. Designed well, these agile
or kitchen tables a few days a week –
are looking for the best quality solutions
social spaces can help to make the office
because not everyone has the luxury of
that represent the best value in the long run.
somewhere people want to be.”
[36] APRIL 2022
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T H E I M P O R TA N C E O F E R G O N O M I C S
SALES SUCCESS
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£25
CASHBACK on selected Fellowes MONITOR ARMS
Get onboard with this great promotion to start building your sales of monitor arms. Contact your Fellowes Representative for more details, or email salesadmin@fellowes.com
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SALES SUCCESS
T R A I N I N G S PA C E S
Train to gain Post-pandemic, training is back on the agenda for many companies. Like many aspects of business, training has changed – and this presents opportunities for dealers
W
ith the economy moving to a post-pandemic
“Gone are the days of stuffy meetings or training sitting around a
phase, many businesses are now focusing
table in a sterile-looking room. Two years of wearing loungewear
on growth again and, with this, comes
and managing Zoom interruptions taught us that we do not always
a renewed focus on workforce development
have to be so formal with our teams, and that’s a lesson staff will take
and training.
back with them to the office. As a result, we’re seeing a trend towards
However, as with office life in general,
this has changed following the pandemic and employees have new
open, non-cluttered, multi-purpose spaces - with or without tables or desks - that allow ideas to flow.”
expectations of their training and the facilities it is conducted in – and this presents opportunities for dealers to work with businesses to
FLEXIBILITY IS KEY
provide new and better solutions for them.
Elisabete says that mobile multi-use tools which can be easily moved
“By now, most office workers have mastered the art of navigating
between spaces are in increasing demand. “Tools like the Nobo Move
connection issues, team mates on mute, and communicating through
& Meet range can be incredibly valuable. The collaboration systems
device screens – there is a real hunger for teams to get back to
in the range are equipped with lockable castors for easy movement
connecting face-to-face,” says Elisabete Wells, regional marketing
between locations, allowing teams to meet wherever they fancy. The
director, ACCO UK & Ireland. “As hybrid working becomes the
mobile base holds up to four removable, double-sided, whiteboards
norm, employers and managers are having to decide how to best
or notice boards, providing eight times the surface area for writing
utilise the office to ensure maximum productivity and effectiveness
and collaboration.
on the days that won’t be spent working at home. The ‘sweet spot’
“For the times when separation is desired in these open layouts,
for many businesses seems to be focusing on independent work
the Move & Meet boards can be used to create specific zones within
during remote days and saving office days for training, meetings,
the space. Dealers should be introducing their customers to solutions
brainstorming, and other collaborative activities.”
that can serve multiple purposes and that champion the flexibility
The workspace is evolving to support this, Elisabete explains.
[38] APRIL 2022
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teams have come to value.”
T R A I N I N G S PA C E S
Rosie Brown, trade marketing executive at Durable UK, agrees that flexibility is key, with solutions such as hybrid conferencing proving invaluable when co-ordinating teams where members are in different places, time zones or who have different working schedules and, therefore, find in-
SALES SUCCESS
shift to remote working where training is
There are many ways to capture and share information
crucial too. “Technology enables the sharing of information and ideas in a seamless way wherever people are based. It’s becoming the norm,” he says. “This means that auto-framing and camera presets are crucial. Cameras can focus on the trainer, and follow the person,
person meetings impossible. “Even before
while presets - such as for whiteboards -
lockdowns and travel restrictions, hybrid
provide instant image-switching.”
meetings have been a low-cost way for team members to establish relationships, communicate and collaborate,” she says. This is where mobile TV carts, such as the Coworkstation,
Jeff adds that, while demand for digital solutions is continuing to accelerate, there is still a place for traditional products too. “There’s no doubt that the latest technologies - such as video conferencing
can enable flexible and location-independent video conferences
and presentation software - are changing the face of modern training
for a smaller group. “Investing in hybrid conferencing is investing
rooms,” he says. “But people still like to get up and scribble notes
in focus, productivity and collaboration in your workplace and
and ideas on flip charts, as well as interactive white boards. There are
workforce,” Rosie says.
many ways to capture and share information.”
“The mobile TV cart can accommodate a mini-PC with corresponding accessories. Mobile and easy to use, with a
DEALER OPPORTUNITIES
comfortable handle and cable holder, cables can be flexibly routed
This presents opportunities for dealers which will continue to
and stowed in the body and rear profile. A monitor or TV with a
grow, according to Jeff. “But first they need to get familiar with the
size of 43”/18 kg can be mounted in the monitor bracket and can be
technology and understand their customers’ requirements,” he says.
height-adjusted during assembly to meet your needs.
“We make it easy to match different solutions to different rooms. Our
“It’s a new work solution for a new way of working; a flexible media trolley for video conferences and presentations to help
interactive room type guide, for example, is a very popular tool. “For me, a lot of resellers are not always familiar and confident
transform any workplace environment, and facilitate the digital
selling video conferencing but when they see how easy it is, and
presence of colleagues and co-workers wherever they are working.”
that all the support and tools they need are available, they become excited; they just need to go through an initial education process first
VIDEO CONFERENCING Jeff May, UK sales director at collaboration end-point specialist Konftel, notes that video conferencing is at the heart of a major
to understand it. “In the future, more video meetings will take place across more locations including training facilities.”
www.dealersupport.co.uk APRIL 2022 [39]
LIVE IT
TEABREAK
LIVE IT Life hack Are deodorant stains plaguing your clothes? Never fear – women’s tights are here! Here’s the way to use them: simply rub the deodorant stain with the tights and the notorious white marks will disappear.
Crowdfunding kindness THUMBS A man who turned to
UP!
crowdfunding to pay for a new wheelchair has been stunned by an “amazing display of humanity” from “complete strangers”, BBC News has reported. Robert West, 35, received government funding for a new £11,403 wheelchair, but needed to source nearly £3,000 himself. He raised
CAPTION COMPETITION
the money within a day of starting the “embarrassing” appeal. Mr West, from the Huntingdonshire area of Cambridgeshire, described the donors’ help as “life-changing”. The teaching assistant needs a wheelchair to get to work, as well as to socialise, shop and walk his dog, without relying on assistance. Mr West, who has cerebral palsy, said: “I am very grateful. The idea that complete strangers would help someone they hardly know
TWEET CAPTIONS TO @DEALERSUPPORT
is stunning. It’s an amazing display of humanity.”
Quote of the month The best and most beautiful things in the world cannot be seen, or even touched - they must be felt with the heart. Helen Keller
[40] APRIL 2022
www.dealersupport.co.uk
?
TEABREAK
Did you know?
LIVE IT
Did you know that each insect is a host to 10 bacterial species? There are about two billion species on Earth - with 6.8 million likely to be species of insects - and up to 10 types of bacteria live inside of each of these insects!
The asteroid that killed nearly all dinosaurs struck the Earth during the Spring, according to new research reported by Sky News. To reach their conclusions, researchers hunted in parts of North Dakota, in the US, to find fossilised paddlefishes and sturgeons that were killed when the asteroid hit the with Earth. They used powerful X-rays,and carbon isotope records of the bones of fish that died less than an hour after the asteroid hit. The carbon isotopes then acted as
PUB QUIZ
1. Which English monarch had the shortest reign, at just nine days? 2. The Alps mountain range stretches across France, Italy, Germany, Austria, Slovenia, Switzerland and which other country? 3. In which ocean is an island so remote it was named Inaccessible Island? 4. Which famous King of England is the Queen’s 25th-great-grandfather? 5. What was the name of the UK’s first ever newspaper? 1. Lady Jane Grey 2. Liechtenstein 3. The Atlantic 4. William the Conqueror 5. The Daily Courant
Asteroid arrival
tracers to work out how carbon atoms have changed over the years. They found that the shock of the impact
Knock me down with a feather
caused huge standing waves of water
You look like you’ve seen a ghost…shark
that moved sediment, engulfing fish
As reported by Sky News, a baby ghost shark has been
and burying them alive.
found by scientists off the east coast of New Zealand’s South Island. The days-old creature, which is also known as a chimaera, was discovered shortly after being hatched at a depth of about 1.2km (0.7 miles) on the Chatham Rise, an area of ocean floor. Scientists from the National Institute of Water and Atmospheric Research said the deep water shark must have recently been born as its belly was still full of egg yolk. The embryos of ghost sharks develop in egg capsules laid on the sea floor and feed off the yolk until they become ready to hatch. The team was carrying out a trawl survey to estimate populations of hoki fish when they discovered the newly-hatched animal, which is related to both sharks and rays. Other names for it include rat fish, spook fish and rabbit fish, according to the Shark Trust.
www.dealersupport.co.uk APRIL 2022 [41]
SALES SUCCESS
F A T H E R P. C L I P
Bringing hope, peace and unity to the good brethren of business supplies It’s awards season and the Good Father has been waiting with bated breath to see if he is a winner this year t’s that time of year again when we attend the Office Supplies World awards, which is in no way predetermined, and still manages to offer an evening of entertainment, chat, dancing and disappointment. It’s even more exciting for our company as we don’t really know the judges and we don’t actually know beforehand if we are going to win or not! The level of excitement is sometimes unbearable; Mrs O’Reilly, who looks after our PPE, HR, IT, CRM and ITV, has to wear special underwear for it. Some people have had their speeches ready and written for months, and it’s a pleasure to hear them congratulating themselves on their great
I
[42] APRIL 2022
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achievements within the industry. Oh, I could listen to those speeches all night long – and frequently have – but that’s only one part of the evening; there are many more wonderful things going on that make this the highlight of our stationery year. Music is always provided by The Stationery Four, four office suppliers who took on the world and lost, who always play a wide range of music to suit every age of dealer - everything from Frank Sinatra to the modern-day Elvis Presley numbers. One thing that office supplies dealers know how to do is dance, although not at the start of the evening when everyone is relatively sober but later on, after a few drinks, and then you can’t get them off the floor. The standard of dancing also changes as the evening wears on, but
not in a good way. The awards and speeches are always great, and the bingo and tombola always produce some great prizes; last year one lucky guy won a two-week camping holiday in the highlands where the paper mills used to be. I can hardly wait... Categories for the awards this year included ‘Stationery Rear of the Year’, ‘Biggest Back Order List’, ‘Most Amount of Biscuits Eaten While Working From Home During the Pandemic’ and ‘Most Amount of PPE Sold Without Making Any Profit’. The winners were overjoyed, and I’d like to take this opportunity to congratulate them again for their achievements. Perhaps next year we might win an award – you never know, and if you’re not in, you can’t win.
FINAL WORD
SALES SUCCESS
Board meeting If businesses want to focus on meeting their climate goals, looking at their use of cardboard packaging could bring significant savings
T
he COP26 summit
that undermines efforts to attain a net
focused attention
zero future.
on the contribution
As a material, cardboard packaging may
that supply and
be far more environmentally acceptable than
distribution
its petrochemical-based alternatives, but it is
chains, especially
still a valuable resource that should be used
Jo Bradley business development manager, Sparck Technologies
in ecommerce, make to greenhouse gas
as thoughtfully and sparingly as possible.
consumption reduces by 30% on average, and
emissions and other environmental ills.
Making and recycling paper and cardboard is
void fill is virtually eliminated, significantly
Many leading companies have publicly
an energy-intensive process using significant
reducing packaging material costs - and, as
committed to change but, as consultants
amounts of hot water, so keeping the amount
businesses are well aware, cardboard is under
McKinsey point out: ‘In many instances,
of cardboard we use to an absolute minimum
significant upward price pressure.
net zero commitments are running ahead of
is an important step on the journey to
companies’ own plans to meet them’.
achieving a net zero supply chain.
Clearly, it will take years - and much
Furthermore, using smaller boxes means a greater density of product per truck or van load. A reduction in volume
innovation and investment in material
RIGHT OPPORTUNITY
for a given quantity of goods of up to 50%,
production, product design and distribution
The sector has an opportunity - indeed, a
potentially, reduces the number of trucks
technology - to deliver net zero supply of
duty - to use available technology to make
required on trunk routes, and the empty
the products that consumers want and need.
right-sized packaging for each individual
running caused by ‘last mile’ vehicles having
However, one step that ecommerce businesses
ecommerce order. Solutions are available that
to return to depot to reload mid-shift – both
could take, economically, effectively, and right
create ‘right-size’ boxes in seconds by scanning
of which can significantly reduce transport
now, is to stop delivering what consumers
and measuring the goods – single or multi-
greeenhouse gas emissions and costs, as well
neither want nor need – excess packaging.
item orders – cutting and erecting the box,
as other environmental harms, from noise
sealing, weighing and labelling. Interestingly,
pollution to congestion.
The cardboard box is a wonderful invention, but the commonplace experience
multiple corrugate feeders are becoming
of receiving small items in oversized
more popular with ecommerce businesses as
impacting consumers, more efficient
packaging, often filled with non-recyclable
different widths of cardboard can be selected
packaging will be immediately noticed
polyethylene or polystyrene void fill, has
automatically by the machine to minimise off-
and valued by the half of consumers who
moved from amusing, through annoying, to
cuts – and branded board is also an option.
rate over-size packaging as one of the most
downright scandalous. This is a wasteful act
By minimising corrugate use, cardboard
Importantly, far from adversely
annoying features of ecommerce, and the 77% who believe that the packaging a brand uses reflects its environmental values.
By minimising corrugate use, cardboard consumption reduces by 30% on average
Right-sized packaging offers a net zero contribution that is environmentally effective, commercially attractive, and available right now.
www.dealersupport.co.uk APRIL 2022 [43]
2022
Join us at DS LIVE THE industry event for all UK dealers
PUT THIS IN YOUR DIARY 20th October 2022 Coventry Building Society Arena, Coventry
