DEALER SUPPORT JANUARY 2022
January 2022
Issue 317
ISSUE 317 STEVE HARROP EMMA DAVIES-CAROLAN MARTIN SHAW
inspiring success
SECRETS OF OUR SUCCESS Highlights from our 2021 interviews with industry figureheads
CATERING FOR DEMAND How to diversify into the catering supplies sector
KNOW YOUR CUSOMER Ensuring you are suppling the most effective equipment
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FROM THE EDITOR
New year, new opportunities DEALER SUPPORT JANUARY 2022 ISSUE 317 STEVE HARROP EMMA DAVIES-CAROLAN MARTIN SHAW
It’s finally a new year! It would be an understatement to say 2021 was a difficult year, and I’m sure I can speak for us all when I say I’m glad to see the back of it. Although 2022 has got off to a shaky start with numbers of COVID cases still high, I think there are still reasons to stay optimistic and hope that this year won’t be as hard as 2020 and 2021. There will be many challenges on the road ahead, but the industry has already shown how adaptable and resilient it can be when met with difficult times. Despite the hardships 2021 brought, there was also much to celebrate. In our NEWS EXTRA section, we look back to the BOSS Industry 2021 awards and shine a light on the worthy winners who received accolades. From BOSS to OS, we explore how you can hire new talent this year and ensure they stick around to see the year out. A new year is a time for fresh starts, and one of the best ways to start anew is to declutter and get rid of any unneeded mess that has accumulated over the year. PFU (EMEA)’s new offer can help you with this by using technology to declutter your office. After a two-year hiatus, this year is also the year that Steve Harrop makes his return to the office supplies sector. Steve gives his forthright views on the current state of the industry and what it needs to do to continue to grow. We also have plenty more expert advice as we take the best bits from the industry figureheads who spoke to us in 2021 to unlock the secrets to their success. Could 2022 be the year you diversify into new product areas? We explore why catering supplies could be a good option. Compatibles are a great solution to save money lost due to the pandemic, so how can you sell these to your customers? Talking of customers, we discuss why it is imperative during a time of changing rules and guidance that you know how and where your customers are currently working in order to provide the most effective equipment and supplies for them. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. January 2022
Issue 317
inspiring success
SECRETS OF OUR SUCCESS Highlights from our 2021 interviews with industry figureheads
CATERING FOR DEMAND How to diversify into the catering supplies sector
KNOW YOUR CUSOMER Ensuring you are suppling the most effective equipment
Ellie Potter Acting editor
ACTING EDITOR Ellie Potter
CREATIVE TEAM Amanda Lancaster
FEATURES EDITOR Dan Parton
DIRECTOR Vicki Baloch
HEAD OF SALES Matthew Moore 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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JANUARY 2022
Contents INDUSTRY 06 NEWS AND VIEWS
The latest news and views from the industry
08 NEWS EXTRA
The winners of the BOSS Industry Awards
10 WHERE’S THE TALENT
Recruiting and retaining new talent
10
14 USING EASY TECHNOLOGY TO DECLUTTER THE OFFICE
How PFU (EMEA)’s latest offer could help declutter your office
16 BACK IN THE GAME
Steve Harrop on his return to the office supplies sector
DEALER SUCCESS 20 SECRETS OF OUR SUCCESS Highlights from our 2021 interviews with industry figureheads
LEADERSHIP
26
26 CATERING FOR DEMAND
How to diversify into the catering supplies sector
SALES SUCCESS 28 KNOW YOUR CUSTOMER: PART ONE
Ensuring you are suppling the most effective equipment
32 COMPATIBLE OPTIONS What benefits should you be emphasising?
LIVE IT 34 LIVE IT
Take a break and enjoy some lighthearted fun
32 “Innovation into new product areas has given us a real hunger; if we can do it with PPE, we can do it with things like tools or technology products too.”
21
36 FATHER P. CLIP
The good Father talks about the joys of January
37 FINAL WORD
Strengthening customer relationships
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Exertis ‘Raises the Game’ to inspire industry change Exertis has become a pledge partner as part of the Raise the Game initiative. Raise the Game is a collaborative pledge to improve equality, diversity and inclusion in the games industry by creating
Quills Group acquires Control Office Supplies
cultures where everyone belongs, voices are heard, and ideas can thrive. The pledge is a holistic driven initiative, managed and facilitated by UKIE. To become a partner, Exertis has
Quills Group has acquired Control Office Supplies in a deal which sees
pledged to make meaningful change within
employees of the latter move across to Quills to ensure a smooth transition
the business to improve equality, diversity
and continuity for customers.
and inclusion. This involves committing to
Quills’ MD, Andy Efstathiou, has known the directors of Control Office
introducing a new activity, or to continuing
Supplies for more than 15 years and was delighted to reach an agreement to
to work on initiatives already in place to
acquire the business. The deal means that Control Office Supplies’ customers
improve diversity and inclusion (D&I).
will be able to utilise Quills’ service offering, which includes a live chat service,
Initiatives introduced by Exertis include
larger customer services team, dedicated specials department and additional
a dedicated Equality, Diversity and Inclusion
workplace services including facilities management, cleaning and hygiene,
Team (EDIT). The committee is focused on
waste management, recycling, shredding, print, copier and printer solutions,
collating diversity information beyond age
branded gifts and workwear.
and gender, improving recruitment and
“Control Office Supplies and Quills share the same customer-focused
induction practices through a D&I lens and
attitude, as well as common platforms in online technology, national distribution
driving education by building on celebration
network and many of the same suppliers,” said Andy. “Our aim is to provide
and awareness days with third party
a seamless transition where customers will continue to use the Control Office
engagements.
webstore, have access to the same staff and then, [later this] year, we will look to migrate customers onto our Quills webstore, which uses the same software. “I’m delighted to welcome the Control Office Supplies employees who
EDIT was set up as a grassroots group of allies who champion inclusion across the business. The team has executive
have joined us as part of the growing Quills family, and I look forward to our
sponsorship from two board members:
journey ahead.”
Vishal Chhatralia, chief digital officer, and Jo
Control Office Supplies directors Matt and Christy said: “We have known Quills for many years, and we are confident that they will continue to provide the high
Lawrence, UK HR director. Other initiatives include providing
service level and personal approach of Control Office Supplies. With many of the
managers with a D&I toolkit and are
Control staff joining Quills we are pleased we can continue existing relationships
committed to delivering a demonstrable
with our clients. Along with the additional services and solutions we can now offer
contribution towards diversity representation
under Quills, we feel this is a positive opportunity for the future.”
within their area of the business.
[06] JANUARY 2022
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T H E M O N T H T H AT W A S
Two awards in two weeks for Stationery Supplies
INDUSTRY
Brother delivers carbon neutral recycling centre Brother has achieved carbon neutral status for its recycling and environment technology centre in North Wales as the business commits to reaching netzero carbon emissions globally by 2050. The site at Ruabon, which recycles used toner cartridges returned by Brother customers from across Europe, uses 100% green-certified electricity to power the plant and a fleet of electric vehicles. Globally, Brother recycles
Nemo Office Club member, Stationery Supplies, in Marple and Wilmslow,
more than 2.6 million toner cartridges
scooped two awards in two weeks recently, claiming the Independent
every year.
Retailer of the Year award at the BOSS Awards, adding to the Best Non-
The centre was certified by
Specialist Independent Retailer of Greetings Cards North award picked
The Carbon Trust, which includes a
up at the Retas.
calculation on the site’s scope 1 and
The BOSS Awards recognised the efforts business owner Sarah Laker
2 emissions determined by direct and
made to offer a COVID-19 safe environments over the past 20 months,
indirect emissions from energy
demonstrating an ability to ‘bounce back’ and having a positive influence
sources and emissions associated
within the community. The judges were impressed by the way that Sarah
with vehicle use.
had campaigned for high street retailers on Radios 2, 4 and 5Live, as
Brother has offset the remaining
well as on BBC and ITV News and in the Mail on Sunday, in addition to
173 tonnes of CO2e (FY2020) produced
supporting her community.
annually through the purchase
“To me retail is about being part of a community,” Sarah explained. “If
of carbon credits to support the
our local community is prospering, and supportive of each other, that will
development of renewable energy
rub off on local businesses as well. I have always had a wonderful social
projects in Kenya, Ghana, Indonesia
media following and I used that over the pandemic to promote activity,
and India. These projects include
with live walkabouts the shop and highlighting actions taken to ensure the
supplying clean energy for people
safety of our customers. I also shaved my head during lockdown to raise
with no access to electricity, providing
£7,500 for a local charity; that created huge amounts of interest in the shop
820,000 insulated fuel-efficient stoves
and our role in the community!”
to help feed families and reduce
In addition to being proactive in the community of Marple, where she
deforestation, and making affordable
produces a Marple calendar that has raised more than £400 for charity,
water filters to increase access to
Sarah chose the pandemic and lockdown as a good time to open a second
safe water.
shop in neighbouring Wilmslow. “It seemed too good an opportunity to
Additionally, the business also
miss. It gave me the opportunity to replicate what had been achieved
donates to rainforest charity, CoolEarth,
in Marple. The timing could have been better, but I have had fantastic
for every cartridge it receives, which are
support from my suppliers and Nemo Office Club – so far, so good, as the
100% reused or recycled.
Stationery Supplies brand and reputation continues to expand in the area.”
www.dealersupport.co.uk JANUARY 2022 [07]
INDUSTRY
THE MONTH THAT WAS
NEWS EXTRA
BOSS Industry Award winners crowned At the end of last year BOSS crowned its 2021 award winners... he BOSS Industry Awards took place
T
on November 25, 2021, welcoming
twenties, jazz-inspired, modern classics. “We couldn’t be prouder to announce our 2021 BOSS
more than 400 guests on the evening
Award Winners,” said BOSS CEO, Amy Hutchinson. “It felt extra
to the Kimpton Clocktower Hotel, in
special this year to gather over 400 in the industry together at the
Manchester - a stunning venue steeped
stunning Kimpton Clocktower Hotel in Manchester to celebrate
in history with Victorian architecture.
individuals, teams and businesses that have excelled by doing
The awards recognise and celebrate those in the UK office
things differently, and making a positive contribution to our sector.
products industry who demonstrate excellence, individually or
Thank you to our fantastic sponsors, supporters, judges and those
through the success of their teams and businesses. In all, 21
who took the time to enter. Congratulations to the winners!”
winners were crowned, and the charity was also delighted to award 11 Future Fund Grants.
BOSS Business Supplies charity chair, Graeme Chapman MBE, added: “I would like to thank everyone who bought a
Guests were entertained by author, radio and TV presenter,
raffle ticket and made a bid in the auction to help us reach a
actor, columnist and screenwriter Danny Wallace, and they then
magnificent £9,000 - but it didn’t end there. The MD of Brother,
danced into the early hours at the after party to music from the
Phil Jones MBE, offered to match the auction total, making our
roaring 20s, led by Vintage Swing Thing, who performed a mix of
new grand total £12,000, a record amount in recent years!”
The BOSS Industry Awards 2021 Winners were: BRAND MANUFACTURER
Stationery Supplies
Kristian Danielson – BIC
LIFETIME ACHIEVEMENT
OF THE YEAR
NEW PRODUCT
Lindsay Bower – Office Friendly
Graeme Chapman MBE
Fellowes Ltd
OF THE YEAR
SERVICE PROVIDER
“When I began my OP career
BUSINESS LEADER
Fellowes Ltd – LX
OF THE YEAR
with Acco in 1967, I could
OF THE YEAR
Series shredders
Office Power
not imagine receiving such a
Ashley Burke – EVO Ireland
OUTSTANDING TEAM
SUSTAINABLE
prestigious Award from my peers
CAMPAIGN OF THE YEAR
EFFORT OF THE YEAR
LEADERSHIP AWARD
in our industry,” said Graeme.
3M UK Ltd – Re-imagine
EVO Group Projects Team
Commercial
“I am absolutely delighted to
the Workplace
PROFESSIONAL
Cosmos Solutions
receive this rare honour, knowing
DIVERSITY AND
OF THE YEAR
UNSUNG HERO AWARDS
that several giants in our industry
INCLUSION AWARD
Rebecca Brook –
Simon Webb, Office Friendly
have held it before me. I still
Lyreco UK & Ireland Ltd
VOW Wholesale
Jennifer Jones, Banner
haven’t come down from the high
EBUSINESS AWARD
Jessica Byers – Avery UK
Mark Thompson, Staples UK
that I felt on [receiving the award]
JGBM
RESELLER OF THE YEAR
Ralph Shingfield, Hamelin
particularly having continued to
INDEPENDENT
Upstream
APPRENTICE OF THE YEAR
receive so many messages of
RETAILER AWARD
RISING STAR OF THE YEAR
James Marten, Hamelin Brands
congratulations and support.”
[08] JANUARY 2022
www.dealersupport.co.uk
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INDUSTRY
RECRUITMENT
Where’s the talent? Recruiting and retaining young people is a challenge for the office supplies sector, but there are ways to bring in new talent and ensure they stay for the long-term
F
or Mike James, attracting, training,
member, they are valued, mentored, motivated
motivating and retaining young
and see career progression. Prima also never forget
people in the office supplies sector
that, most importantly, everyone should enjoy
has been a passion for many years.
working for the company.”
“In 40 plus years at Esselte and
Mike adds that the Worshipful Company of
Wiles Greenworld we employed many talented young
Stationers has, in recent years, supported members
people. I regret that so few stayed,” he says.
with advice on apprenticeship schemes and how
This has been a problem for many OS companies
to utilise the apprenticeship levy. “We are currently
over the years, and recruiting young people, especially
working with leading companies in the workplace
with competition from a myriad of other sectors, can
supplies channel OS companies and are confident of
be difficult. “In more recent years, at Prima, we have a
achieving the same positive results that we have seen
superb record of employing, developing and retaining
in the packaging and newspaper sectors,” he says.
young talent, with current MD Ian Buckley being a great
“Also, sometimes us ‘elder statesman’ of the industry
example,” Mike continues. “This has been achieved
need to take more pride in our sector. It’s a great
by utilising apprenticeship schemes, together with
industry that has continued to reinvent itself over 600+
identifying talent in the local community.
years - and has offered us a great living with a lot of
“We also ensure that, once they become a team
[10] JANUARY 2022
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fun along the way!”
RECRUITMENT
INDUSTRY
APPRENTICESHIPS Apprenticeships are increasingly seen as an important route into the industry for young people, as Karly Lattimore, managing director of BOSS Federation explains. “Apprenticeships are massively important,”
Apprentices bring new ideas, skills and mindsets to their workforces
she says. “Businesses are really looking at bringing new talent into the workforce currently, whether that is because of an ageing workforce, the skills gap, or postpandemic fatigue and losing staff - but apprenticeships
MIND YOUR LANGUAGE
are really on the up at the moment.”
For those not thinking about the apprenticeship
Karly points out that an apprenticeship is now seen
route, Adam Gadenne, a specialist recruiter for the OS
as a credible alternative to a university degree by young
industry with Knight Street, advises businesses looking
people, and is something dealers should consider
to attract and retain talented young people to think
investing in. “An apprenticeship is an investment from the
about the language used in recruitment drives.
employer in the young person,” she says. “They get the
“Employees of a younger generation generally
qualification - and that’s investment from the employer
have a limited affinity with traditional stationery
through the apprenticeship levy and wages - it’s a step on
products,” he says. “However, the term ‘office supplies’
the career ladder, rather than just a job.”
has radically evolved over the past five years with the
It does pay off in terms of loyalty from the young
introduction of many new categories, together with
person too, Karly says. “Looking at the data we have
innovative new marketing tools and technologies to
from the past couple of years, we had about 650
bring these products and services to market.
people who had been on one of our programmes;
“To compete in a highly competitive, candidate-
96% that complete an apprenticeship stay with the
driven, job market, in my opinion the industry needs
same employer, and most go on to get pay rises and
to place greater emphasis on the more modern-
promotions, so it is the start of a career.
sounding classification of ‘business supplies’ which,
“Employers tell us that apprentices bring new
with further explanation, will come across to your
ideas, skills and mindsets to their workforces. It is really
typical 18-30-year-old as potentially a more ‘sexy’ and
encouraging; apprenticeships are getting the exposure
exciting industry to be involved in.”
they have needed for a long time.” Karly adds that employers are also using
Adam adds that there are plenty of more experienced people who can also do a great job; many of his recent
apprenticeships to upskill existing staff. “They might
placements have involved candidates from outside
have someone who has progressed over some years,
the industry, with the majority joining a business on a
and knows the business, but doesn’t necessarily have the
medium- or long-term basis, and often advancing within.
leadership skills,” she says. “We have seen people put on apprenticeships in work for management, supervisor or
GROW YOUR OWN
senior leadership to give them the theoretical knowledge
Other companies, like Spectrum, have come up with
to go with their practical skills.”
their own solutions to recruitment issues. Frustrated
www.dealersupport.co.uk JANUARY 2022 [11]
INDUSTRY
RECRUITMENT
by a steady stream of recruits that didn’t meet the company’s high standards for selling, the company decided to ‘grow their own’ salespeople and set up the Spectrum Campus to deliver bespoke training, as managing director Rob Cavill explains.
No-one wants to work in a miserable environment
“We came up with the idea in 2018 because we had had some success with talented individuals who had come through the door without any preconceived ideas of selling; we were able to train them into the way we
are now taking on two more cohorts to start the training
wanted them to work,” he says. “So we came up with
programme in September, with six places on offer at its
this idea of formalising it, and creating a professional
Hull office, and a further six at its Newcastle base.
selling skills programme. “This is led by our head of learning and development,
RETENTION
Jane Harper, who was head of L&D at Canon UK. She
Recruitment is often only half the battle – retaining talented
has devised a curriculum that we see as a real alternative
employees is also important. “The whole employee
to university or apprenticeship for a sixth form leaver, or
experience is now a critical factor; employers should strive
graduate, to look at as a viable option for a career.”
to make the workplace a professional, friendly, dynamic,
Rob says that, when Spectrum advertised the course,
flexible - and generally a great place to be, not just from a
they had more than 200 applications for the six places on
financial perspective but also from a personal development
offer. After a rigorous process, which included interviews
perspective – for example, regular appraisals, training,
and psychometric testing, six candidates were chosen.
career mapping, inclusion etc,” Adam says.
While the course was designed to last a year, the first
“During the past 18 months other factors have come
cohort took 18 months, due to COVID. “They spent a
into play, such as remote or hybrid working. Employees
lot of time in the classroom, and we had a lot of third-
also expect much more - better technology to support
party guidance – our bank, accountants, lawyers, leasing
flexible working, policies which support wellbeing, diversity
companies came and taught these youngsters what it is
and inclusion and an environmentally conscious culture.
like in the world of business rather than ‘Here’s a printer; go and flog it’. It’s a scientific approach to selling.” Rob adds that four young people from the programme
“No-one wants to work in a miserable environment; motivate your employees with regular incentives, team events and reward and celebrate success – whether it’s
were given permanent roles in the sales team in May
the delivery driver who is prepared to climb the extra
2021. They now have their own sales targets but are
flight of stairs, or the salesperson who’s smashed their
still mentored by senior colleagues. “The results of the
target – make your employees feel valued.
programme were beyond our dreams as four made the grade and are now financially contributing.” Spectrum
[12] JANUARY 2022
www.dealersupport.co.uk
“As contented, highly motivated individuals, they will be less inclined to engage with recruiters like me.”
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INDUSTRY
VENDOR PROFILE
Using easy technology to declutter the office PFU (EMEA)’s latest offer – buy a scanner and get a shredder free – is ideal for businesses that are looking to take steps to digitalise their office and declutter it without compromising on security.
D
ecluttering
(EMEA) can help businesses to declutter
afterwards. As more businesses take
has become
for a small cost. Until the end of March,
advantage of the efficiencies it will bring,
something of a
all customers that purchase a ScanSnap
other businesses will need to do likewise
fashion recently
iX1600 or ScanSnap iX1400 can claim a
to ensure they are not left behind.
– from making
free Fellowes Powershred LX45 Cross-
stars of people
Cut Shredder.
such as Marie Kondo to primetime TV
These complimentary products can
ABOUT THE PRODUCTS The ScanSnap iX1600 and iX1400 are
shows such as BBC1’s Sort Your Life Out
help to declutter any workspace – in
designed to make life easier for users,
– and it is just as important in the office
the office or at home – and increase
and create a smarter way to work from
as it is the home.
efficiency. All documents can be
home. From one-touch scanning to
scanned and then converted to digital
advanced features for small teams,
let documentation build up, be filed
documents and stored securely on
these personal scanners make it easy
haphazardly or not managed properly
computers or in the cloud. Then,
for users to improve productivity,
– many businesses, especially growing
documents that are no longer
whether their priority is simplicity or
SMEs, are extremely busy with staff
needed can be securely disposed of
high performance.
juggling multiple responsibilities. But this
through shredding.
It is all too easy for workplaces to
can mean that, when needed, important
They are also perfect for those
With a speed of 40 pages per minute, the ScanSnap iX1600 gives time
paperwork is not to hand – and panic
looking to digitalise their office
back to its users by automating essential
ensues, for example managing tax returns.
workings. All three products are very
tasks through predefined profile and
simple to use, with one-touch
task buttons on a 4.3-inch colour
there are many technological solutions
But it doesn’t have to be that way,
operation, perfect whether you are a
coded LCD touchscreen. With one
that can help to declutter offices and
tech novice or expert.
touch, this model automatically scans,
keep everything that is needed secure
Many businesses are looking to
on cloud-based servers, and ensure old
digitalise to improve their efficiency – as
different document types (documents,
documents are destroyed securely.
it saves time in processing documents,
receipts, business cards and photos)
storing them and retrieving them
and save them each to a preferred
Indeed, the latest offer from PFU
[14] JANUARY 2022
www.dealersupport.co.uk
recognises and classifies up to four
VENDOR PROFILE
INDUSTRY
for up to six minutes, with only a 20-minute cool-down needed afterwards
The Powershred comes with a patented safety lock that disables the shredder and prevents accidental activation
and has a 17L bin with lift off head. It also shreds staples, paper clips and credit cards. Finally, for added safety protection the Powershred comes with a patented safety lock that disables the shredder and prevents accidental activation – perfect for those using it in a home office
destination including the cloud. It is Wi-Fi
users need not worry about
enabled, which means the device can scan
scanning small or different types
anywhere with a wireless network.
of documents separately.
Alternatively, the ScanSnap
In addition, ScanSnap Home software
where children or pets may encounter it. FOR DEALERS For dealers, the ScanSnap range is
iX1400 offers advanced yet accessible
is included as standard with the iX1600
perfect for those looking to move into
technology that anyone can use. The
and iX1400, enabling users to easily
selling more hardware-based products
iX1400 one button device offers the
manage, draft, edit and use scanned
in addition to core office products.
easiest way to scan, save and share at
data. Documents can be automatically
40 pages per minute. Users just need
recognised and grouped according to
such as copy blocks, banners,
to press the blue button to scan, then
document type, while folders, tags and
product flash, end user facing email
select from the Quick Menu what they
keywords mean users can search and find
etc from PFU’s PRM. Click the link
want to do next – whether that’s creating
information quickly and easily.
here to access it or join [partner.
searchable PDFs, or editable files in
Meanwhile Fellowes’ Powershred
Dealers can download assets
imaging-channel-program.com/
applications they know and use, such
LX45 Cross-Cut Shredder is ideal for use
English/?ReturnUrl=/prm/english/c/
as Word, PowerPoint or Excel. USB
in the home and office. It shreds eight
Imaging_rewards] and update your
connection means the iX1400 is ready
sheets per pass into 4x37mm cross-cut
website and inform your customers.
to scan quickly with no complex settings
particles (DIN Level P-4), which means
to configure. Specialist features like the
that it cannot be put back together. The
marketing@uk.fujitsu.com for
receipt guide make scanning easy, and
Powershred LX45 can shred continuously
ideas on wider marketing.
You can also contact
iX1400 Fellowes Powershred LX45
iX1600
www.dealersupport.co.uk JANUARY 2022 [15]
INDUSTRY
S T R AT E G Y I N T E R V I E W
Back in the game STEVE HARROP has recently returned to the office supplies sector with Nectere after a two-year hiatus, and the industry veteran has some forthright views on the industry and what it needs to do to continue to grow
T
his year Steve Harrop celebrates 40
Nectere’s Paul Musgrave contacted Steve with the
years in the office supplies sector
opportunity to join the business, it was too good to
but far from thinking of retiring, he
turn down. “There was someone moving on and
has been tempted back into the
they wanted someone to come in and get involved
industry with a new role as head of
with suppliers; I had the right experience and depth
commercial at Nectere. Latterly, Steve has been undertaking consultancy
of knowledge. “I wanted a role I could enjoy. I am at that stage of
roles in the sector, and enjoyed a six-month stint as
my life where I want to work with a dynamic team and
commercial director of savethehighsteet.com where
a group of people that are focused, but also have a bit
he aimed to generate more support and interest in
of fun. I didn’t want to finish without one last job in the
the retail sector and the high street. However, when
sector – indeed, some other people said I had one big
[16] JANUARY 2022
www.dealersupport.co.uk
S T R AT E G Y I N T E R V I E W
INDUSTRY
I want to work with a dynamic team and a group of people that are focused
project left in me, and Nectere is a great company to
Steve adds that he sees dealers have been thinking
work for in terms of what they can deliver in support,
– perhaps for the first time – about how to maximise the
marketing and strategically.”
value from each customer and sell new and different products to them. “They are looking at their customer
CHANGED INDUSTRY
base to see what they are and aren’t selling to them,” he
Of course, since Steve originally left the sector, there
says. “The industry was involved in GAP analysis 20-30
has been a pandemic; however, he has been impressed
years ago but, because the traditional office products
with the resilience of businesses in the sector since
business was rolling along, it wasn’t for everyone. In
then. “The sector has coped better than I thought
the past 18 months every business that wants to stay in
it would,” he says. “But, regardless of conditions –
business has needed to look at all aspects of what their
which have been massively tough – good businesses
customers need and what they can supply to them.
are good businesses, and they will always adapt and
“Selling shouldn’t be limited by what you think you
respond to what is going on in the environment around
can or can’t sell; you need to get into areas that your
them. If you have a business that is lacking a direction,
customers want. It’s been financially tough for a number
it is going to be problematic anyway.
of businesses but, if you keep your customers happy, and
“The pandemic has also allowed businesses to
address what they need, on the whole you will succeed.”
rethink what they need to do. There is a sense of urgency – that to get through this they need to do
FACING CHALLENGES
different things, work in different ways, sell new things
In addition to the ongoing challenges of the pandemic
and move into different markets. There are lots of
there are many other issues to concern dealers, such
good businesses in our industry that are proving not
as supply chain problems, spikes in fuel and materials
just resilient but, in some cases, doing some fantastic
costs, and Brexit, to name just a few. “Some people
things that are different.”
might call it a perfect storm,” says Steve. “But the UK
www.dealersupport.co.uk JANUARY 2022 [17]
INDUSTRY
S T R AT E G Y I N T E R V I E W
and world economy are all facing the same issues. Every industry sector is facing the same challenges so, when you talk to your customers or suppliers, you are having the same conversations, and it means that we are all in it together - and will get through it together, because
There isn’t anything today that can’t be supplied
people need products and want good suppliers. “If you work with your customers, and try to create a solution to their problems, you will work your way through
areas and take that business. Find a source of supply –
these challenges. We live in an era of constant turmoil
there isn’t anything today that can’t be supplied; it just
and flux; I think we have to accept that and be adaptable,
has to be at the right price.
open-minded and prepared to go to places we’re not comfortable with, particularly on the supply side. “I have always taken the view that you should sit
“Sectors such as clothing and medical supplies – do you need to be a specialist to take an order for masks and gloves? No, they are supplies, you don’t have to
down with your customers and ask questions, such as
demonstrate them; you just have to get them
‘Where does your furniture come from?’ because they
delivered on time, in one piece, and for the right
might not know you that sell furniture. Often, business
price. Then you can create a good customer with the
supplies companies sit right at the top in terms of
potential to spend in other areas. Nectere has done
service delivery. If that is the case, that needs to be
this, and been adaptable and versatile, and sought to
used to their benefit. Ask your customers who their
understand what the market wants.
suppliers are that are not giving them good service, or have let them down on deliveries, then target those
[18] JANUARY 2022
www.dealersupport.co.uk
“Hopefully, now we can drive the business forward over the next two-to-three years.”
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o ur s f o uc s t e
Over the past 12 months, a selection of dealers have shared some of the secrets of their success in the pages of DEALER SUPPORT – here is a selection of what was said
[20] JANUARY 2022
www.dealersupport.co.uk
ss ce
Sec r
DEALER SUCCESS REVIEW OF SUCCESS IN 2021
W
hile 2021 was another
profiled various businesses that have been
testing year for
successful through the pandemic. Over
businesses in every
the following pages, we highlight some of
sector thanks to the
the practical words of wisdom they have
ongoing effects of the
shared with us.
COVID-19 pandemic, Britain’s new trading
A common theme that emerged was the
relationship with the EU following Brexit
importance of diversification and, as the past
and many other factors, many OS companies
18 months have shown, dealers can be very
found ways to be successful.
nimble and innovative. “That’s one of the
Over the course of 2021, Dealer Support
benefits of the dealer market – we can hear
REVIEW OF SUCCESS IN 2021
about an idea on Monday and by Tuesday we have bought the products and are selling it!” says Martin Shaw, managing director of D3 Office Group. “We don’t have to wait to manage these areas; we can innovate extremely quickly.
DEALER SUCCESS
last employer that you can give account
If we can do it with PPE, we can do it with things like tools or technology
“Innovation into new product areas has
managers the best products, and best prices to sell at but, if they are not confident with a product, they will stay away from discussing it, or offering the option to their customer. We understand that, in order to allow dealers to start supplying restaurants,
given us a real hunger; if we can do it with
hotels, contract caterers etc., they need to
PPE, we can do it with things like tools or
be able to give the customer x amount back
be in a position where they have a hygiene
technology products too.”
depending on what they are giving us – and
specialist to fall back on.”
Martin intends to expand D3’s product
that means our new price is better than
offering further in the coming months –
our competitor. Plus, it’s less hassle for the
SUSTAINABLE MOVE
and knows that others in the sector are
customer because they get rid of all their old
Moving towards sustainable solutions is
doing similar.
furniture in one go to one person.”
another way dealers are finding success.
Others have gone down alternative routes
There is a large market for the pre-loved
Office Plus has moved towards providing
to expand their market. Chrisbeon doesn’t
furniture too, and many people come to the
more environmentally sustainable products
just deal in new furniture, it also sells used
showroom to view it, according to Richard.
in recent years, with its own sustainable
furniture – what the company calls ‘pre-loved’
“We get quite a few people from start-ups; if
initiative, ‘Forever Future’. Mick Millar from
– in its showroom. The company sources
they have a little office, and just want a couple
Office Plus said this was done through the
its pre-loved stock through part exchange;
of chairs, desks and filing cabinets, it’s perfect.”
offices of its buying group Integra, “but from
when a customer orders new office furniture
Providing all the back-up and
pressure from ourselves.”
Chrisbeon will offer to take the old desks,
information needed is also important, as
The primary objectives of Forever
chairs etc. in part exchange.
Des Stevenson from Everything Hygiene
Future is to reduce the company’s carbon
explained: “Everything Hygiene focused
footprint and help to make positive social
projects,” managing director Richard Hughes
on becoming a dealer wholesaler with PPE,
change, he adds.
explains. “Where we might be up against
hygiene and janitorial supplies.
“It enables us to win a lot of new furniture
someone else quoting for the job, we might
“I learned very quickly with my
“Sustainability is right at the head of our marketing mission and many clients insist
www.dealersupport.co.uk JANUARY 2022 [21]
DEALER SUCCESS REVIEW OF SUCCESS IN 2021
on full consideration of these issues when trading,” he says. “It is still a point of slight disappointment that many clients who talk an environmental game often fall at the final hurdle when they hear the price!” That said, Nick Munton from DEOS Group adds that there is increasing interest
head of digital solutions - and another six
There is increasing interest in sustainability, especially among younger people
in sustainability, especially among younger
people into that team - which gears us up for growth,” says Rob Cavill, managing director of Spectrum. The digital side of Spectrum is thriving, and the print side is still growing too. “Print will bounce back in terms of volumes as people migrate back to the office.” To this
people. “If I walk into an appointment and…
lights, whatever - but, when they realise that
end, Spectrum has recruited several local
I see someone 30-ish, I know it will be top of
even something as mundane as copiers and
young people and put them through the
their agenda.
printers can have quite a dramatic impact on
company’s training programme, Spectrum
the environment, they are interested.”
Campus. “We are investing in youth to grow
“More businesses have CSR and environmental policies, and they are looking
our own sales professionals,” says Rob.
to improve their own operations where they
TEAMWORK
can; lessening their environmental impact
A proactive approach has also often paid
right. Gary Williams from Think Business
and carbon neutral printing has worked well
dividends. Spectrum has invested in its
Supplies is a big believer in getting on the
for us in that way.”
team over the past 18 months, despite the
‘phone and – when conditions allow –
effects of COVID. “While most businesses
visiting customers to develop long-lasting
in the future, Nick reckons. “In our industry
have been scaling back, and doing what
relationships with them.
people thought how could they help? They
they can to protect the business, we have
think it’s all about changing packaging, LED
taken a front-foot approach, recruiting a
It is only going to get more important
[22] JANUARY 2022
www.dealersupport.co.uk
But it is also about doing the basics
“Customers don’t ring you, and they have so much choice now, with the likes of
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DEALER SUCCESS REVIEW OF SUCCESS IN 2021
Amazon. As a small dealer, we can’t afford to rely on our customers looking at our website; we have to proactively talk to them about the products and services we offer. “We do some e-marketing, but I always get people to chase that up. We are always on
Langstane Press’ managing director, Colin
We are always on the ‘phone talking to customers about our products
the ‘phone talking to customers about our
more achievable objective if you look to sell more to an existing customer than find new ones,” he says. “We have a good reputation, and that allows us to significantly convert more of those
products and services. “Smaller dealers don’t beat the big boys
Campbell, adds: “Growth is a far
opportunities into sales, rather than if companies weren’t getting back to customers
you have to introduce yourself to a new
on price all the time – although we are
for up to two-to-three days, but our customers
customer who has never met you before.
competitive; we offer a personal service to
don’t have that,” he explains. “We brought our
“A lot of our growth has been built on
our customers. We make sure they speak
staff back as soon as we could, and we have
this principle… and, if you do decide to sell
to the right account manager who has been
had customers comment ‘You came back to
more of a new category or product line, those
with them for years and will go out to
us really quickly. We have been dealing with
customers are more likely to add these lines to
them and deal with everything for them.
someone else who has taken hours or days
what they buy from you already.
Some of the bigger players chop and change
to come back to us,’ so we won business on
account managers and put customers
the back of that. We have gone back to basics
relationships with customers, allied to high
through to a call centre.”
– trying to get as much business as possible
service levels and a willingness to get what they
out of existing customers as it is an easy sell
want, when they want it,” he says. “It’s
because you already have that relationship.”
as simple as that – it’s not rocket science.”
Greg Colehan from ASK Office Supplies agrees: “[During COVID] I saw some
[24] JANUARY 2022
www.dealersupport.co.uk
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LEADERSHIP
C AT E R I N G S U P P L I E S
Catering for demand Office supplies businesses have been diversifying their product range for many years now - and catering supplies is a sector that could provide good opportunities to increase sales
L
ike many people who
through the corporate account rather than
supplies, Andrew says. “Some of them are
run office supplies
via credit card transactions.”
quite tight, others are much higher.”
businesses, Andrew
A fair number of The Office Works’
Andrew concedes that this sector may
Hudson, managing
customers are London-based offices, and
not work for every dealer – it is more likely
director of The Office
many are now spending more on catering
to be a success for dealers that operate in
Works, recognised some time ago that
supplies than ever before, as tastes change
large cities where there are numerous large
diversification into new markets was the
and there is more emphasis on having food
office complexes that can put in enough
way to increase profitability, and one of the
in the office rather than going out.
orders. “In terms of volume of extra
sectors he went into was catering supplies.
Going into this sector has meant
business, it is good, but you have the right
Andrew has had to find new suppliers in
type of client base,” he explains. “I suspect
into it because we wanted to offer clients a
some cases, such as specialist wholesalers
most typical office supplies dealers don’t
solution to everything they need for their
that sell the sorts of healthy snacks being
have companies that are going to spend
office,” he says. “We have found that some
requested by customers. “Given a little bit
thousands each month on catering products
clients are looking to consolidate their
of research it is not difficult to find these on
– some spend more on catering with us
supply chain and don’t want the problems
the internet,” says Andrew. “Then it’s about
than office supplies.”
of buying online or from supermarkets.
finding a supplier you can trust, and buying
Consolidating purchases through one
as far up the supply chain as possible.” In
Andrew adds. “The core of what we
trusted supplier is better for them as it goes
terms of margins, they are similar to office
supply, as an industry, is in decline, so it is
The reason, he says, was simple. “We got
[26] JANUARY 2022
www.dealersupport.co.uk
Such diversification is imperative,
C AT E R I N G S U P P L I E S
imperative that you sell other things. For us,
- there has been great product development
the biggest area of growth is other product
in recent years. With diversity policies,
ranges, whether that is catering or other
employers don’t want employees to have to
niche products and services we offer. You
ask for vegan or gluten-free alternatives and
have to be proactive, and supply customers
just provide them as standard.”
what they want. You also need the right
Changes in working practices also
relationships with customers to sell them
present opportunities for dealers, Debbie
the full solution.”
adds. With more employees working at
LEADERSHIP
They aren’t catering products - but they are products used by caterers
home, some employers are incentivising CHANGING DEMANDS
people to come into the office for meetings
and the like,” she says. “That whole food
Debbie Nice, business development director
by putting on buffets, and offering premium
packaging area lends itself to an office
at VOW Wholesale, agrees. She says that,
coffees, rather than just instant.
supplier. Office suppliers generally
while wholesalers and many dealers have
Hybrid working also means that meetings
supply a bit of catering, a bit of packaging
had an element of food and drink sales –
do not always take place in the office;
- and that falls in the middle. Till rolls,
stocking brands like Nestle, Cadbury and
increasingly they are also being held in cafés
as well, are often purchased by catering
Haribo, as well as providing sugar and
and hotels – and this presents opportunities
establishments; often, non-catering
milk supplies – for years, demands from
for dealers too, says Debbie. “We have seen
products such as these can open the door
customers are changing and dealers need to
some success in room supplies for hotels –
into catering environments.
cater for this. “In the past 10 years we have
things like sachets of coffee and tea - and we
“We also sell a lot of products that are
seen a massive rise in supplying products
are looking at options for what we can supply
used for displaying menus and signage. If
like office kitchen supplies – microwaves,
to more upmarket hotels, such as room
we were opening a door with a catering
toasters, kettles, etc. – and supplies for coffee
supplies, soap for washrooms - those sorts
establishment, a dealer would most likely do
machines, such as coffee beans,” she says.
of areas,” she says.
it with products they use for cleaning – be it
Another high growth area is healthy
dishwashing or tabletop cleaning; they aren’t
and/or specialist snacks – products that have
SUPPLYING CATERERS
catering products, but they are products
low sugar or salt content, or are vegan or
Debbie believes that dealers should also look
used by caterers. Cleaning supplies is a
gluten free, such as oat milk. “This area of
at supplying products to catering companies
massive focus for catering companies now, as
healthy/low sugar/salt is growing, veganism
themselves. “There are a range of options
is protective clothing such as masks, gloves,
is here to stay, and there will be a move back
dealers can stock, such as food labelling and
aprons and hair covers.
to these values next year,” says Debbie. “The
food packaging – environmental solutions
vegan products available are really nice now
for that for takeaway carriers, pizza boxes
“Catering is a wide sector and there is a big opportunity there for dealers.”
www.dealersupport.co.uk JANUARY 2022 [27]
SALES SUCCESS
KNOW YOUR CUSTOMER
Know your customer: part one Employees work in more places than ever before – and it is important that dealers know how their customers’ employees work so they can provide the most effective equipment and supplies for them
he COVID-19
at ExaClair, notes, this has helped to drive
pandemic has
demand for products and furniture that
caused the way
not only takes up smaller office space, but
prepared to pay more for sustainably conscious
people work to
also facilitates more ergonomic working
products, which also correlates well with
change dramatically
environments, as employees seek more
the growing evidence that creating biophilic
in the past couple
adaptable equipment that can be easily
working environments can enable companies
of years, with employers becoming far more
transportable and aesthetically pleasing,
to encourage individual employee wellbeing,
responsive to staff working with greater
without losing out on functionality.
creativity and, ultimately, their productivity.
W
flexibly, especially in relation to having a more nomadic working lifestyle. These changes look set to become
However, not all businesses work flexibly,
personal development. “It’s reported that 62% of Gen Z are
With this in mind, dealers should collaborate
and it is important for dealers to have a
with their customers in offering more effective,
close relationship with their customers, so
bespoke solutions that fulfil the needs of this
permanent, whether COVID social
that they know how their employees’ work.
growing consumer segment.
distancing restrictions are in place or not.
“Building a long-lasting partnership with
A recent Ipsos survey indicates that 23% of
customers is crucial when seeking to build
suit the modern nomadic style of working,
adults now work from home more often than
trust and stimulate future growth,” he says.
dealers can present key products to their
they did prior to the pandemic. In addition,
“With Generation Z members [those born
customers that can be integrated within
a survey by the Office for National Statistics
between 1997 and 2012] expected to make up
their employees’ working environment,
last year found that 85% of UK working
27% of the workforce by 2025, we are starting
wherever that might be. Not only is it
individuals favour a hybrid approach, with a
to experience a larger shift of focus towards
important to be able to provide lightweight,
mix of home and office working.
businesses investing in flexible working and
portable products, there is also an increasing
the nurturing of their employees’
demand to supply items that, additionally,
As Lawrence Savage, marketing manager
[28] JANUARY 2022
www.dealersupport.co.uk
“By offering more adaptable products that
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SALES SUCCESS
KNOW YOUR CUSTOMER
fulfil extra multifunctional aspects too. This includes products that may offer wireless ‘phone or tablet-charging features, as well as interchangeable module components that can be ergonomically adjusted to suit the individual users’ requirements and work surroundings.”
RIGHT PRODUCTS, RIGHT TIME
“and IT leads are calling on channel partners
Employees will expect the same level of amenities at home as they enjoy in the office
to step in and provide new, needs-based assessments to assist them as they overhaul their approach to technology deployment in order to help kit out remote workers. “Employees will expect the same level of amenities at home as they enjoy in the office as flexible working finds itself as the default
Elisabete Wells, ACCO’s UK marketing
option. Where print is concerned, they need
director, agrees that it is essential for
a compact device that can provide business-
dealers to build close relationships with
present them in a way that is relevant to the
grade reliability, security and print speeds
customers - including helping to connect
customer across all their communication
- that’s why we launched our Mini Business
manufacturers and customers. “This role is
vehicles – printed or digital.
range of A4 inkjet printers six months ago.
essential for ensuring that the right products
“Dealers need to approach selling as
The models have a small footprint, but also
are delivered into the hands of the right end
problem solving. Strong communication and
have speeds of up to 20 images per minute,
user,” she says. “As resellers are the main
relationships with the customer can help
and come with extensive, in-box supplies
point of contact for the end user, they play a
dealers determine the best way to package
and two-sided printing to provide workers
crucial part in recommending and offering
their offering and how to cross-sell.”
with the quality they need.
PRINT OPTIONS
home use with strong connectivity options.
are either having to set up two different
The widespread shift to hybrid working also
IT leads told us, in our latest research,
workspaces or tote their supplies back and forth
brings opportunities to supply small office
that their top priority when investing in
between locations. Tuning into the unique
and home office technology to firms and
technology is to improve connectivity amid
needs of this change in customers’ working
individuals, adds Russell Brown, head of
the shift to hybrid working.”
habits presents a major opportunity for resellers
sales – SOHO business unit at Brother UK.
solutions to their customers’ pain points. “As we settle into hybrid models customers
to offer up more compact and lightweight
“Dealers also need to supply devices for
“Only 13% of IT decision-makers expect
He adds that new models can be operated by an app, which allows users to
versions of office products for home or office
all staff in their businesses to return to the
send a file to print from anywhere, and to
use that can be easily transported. Beyond
office full-time beyond the next two years,
easily share and review scanned documents
offering the right products, resellers need to
according to our latest research,” he says,
with their co-workers remotely.
[30] JANUARY 2022
www.dealersupport.co.uk
inspiring success
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EDUCATION
new products and category trends
Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
2020 VISION New products and categories
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
PHIL JONES
OEMS AND MPS
IT PREDICTIONS
2020 VISION
inspiring success
Next Generation Shredders
ISSUE 296
January 2020
DEALER SUPPORT FEBRUARY 2020
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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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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
SALES SUCCESS
C O M PAT I B L E S
Compatible options Many businesses are looking to save money as they continue their recovery from the effects of the pandemic, and compatibles are an option to achieve this – so what are the benefits that dealers should emphasise to customers?
F
or many offices,
have become increasingly more reliable and
ENVIRONMENTAL BENEFIT
printer consumables
IP safe, and their previous bad reputation for
There can also be an environmental benefit
are a major cost – and
poor quality and unreliability has, thankfully,
to using compatibles, says Nick. “New build
one that is rising
ebbed, leaving a truer picture of a more fit-for-
compatibles (NBCs) are increasingly using
again as many people
purpose, reliable yet cost-effective, option in a
environmentally-friendly components, do
have returned to the
more professional supply chain environment.
not suffer from supply of empties concerns
office in recent months. With some companies
“Obviously, we still come across
and are increasingly being produced on
still trying to recover from the effects of
reluctance to trust an unbranded product,
automated production lines, which regulates
COVID-19 lockdowns, all costs are being
which is why we also supply branded options,
quality. Furthermore, they do not suffer from
scrutinised, which means they may consider
albeit at a higher price point to our core
permissible repair and original geographical
compatible options rather than OEM products
product, but they still do offer savings
placement on markets doctrines that can be
– and dealers have a crucial role in advising on
against the OEM.”
contested by OEMs in IP infringement cases.
the best course of action to take. “As a specialist distributor in aftermarket
CTS sells five product types, which
CTS’ NBCs have their own design around
include genuine supplies, aftermarket
registered patents, keeping retailers and
printer consumables we are often asked for the
branded supplies, CTS’ own remanufactured
distributors safe.”
best product option by our trade customers,”
products and compatible plain box products.
says Nick Brooks, commercial manager of CTS
“Our most economical option is our plain box
remains its own plain box remanufactured or
Toner Supplies. “Over the years, compatibles
compatible version,” explains Nick.
compatible options. “Generally, the differences
[32] JANUARY 2022
www.dealersupport.co.uk
Nick adds that CTS’ core business
C O M PAT I B L E S
SALES SUCCESS
between these products is less to do with quality, and more to do with the perception of a greener product, plus the school of thought that a higher price on a remanufactured must equate to a better product. “However, there are shades of grey here to consider. What are the reasons why remanufactured are more expensive, and are they the only way to ensure sustainability?
This positivity is what the end user deserves, and what the dealer can deliver
In terms of cost, the market is guided by the availability of empty cores – hence newer models start high and tend to come down
performance of the products is backed
in price over time – and, of course, there is
up by a no quibble warranty.
the collection and return cycle to factories.
Choice is also important because the
Consider the carbon footprint of getting
buying and decision-making processes of
these cores back to factories that are often
end users and dealers can be very different.
located outside of the UK.”
“A ‘one-size-fits-all’ approach of offering
However, with NBCs, CTS recycles all
highly priced OEM products can be at odds
its compatibles, as it does with OEM and
with this,” he says. “Economic factors should
remanufactured. “The difference being that
be considered, and most categories should
compatibles are not reused as full casings -
offer choice across pricing tiers such as
rather the plastics, metals and residual toner
entry level, mid-range and premium priced
powders are all professionally extracted and
products, or just two of those three tiers.
repurposed in a host of different products from plastic bins to tar.” “CTS produce zero landfill on all
“Having already made a significant outlay on the printer, to then expect continued expensive consumables just to fuel the printer
cartridges returned – be they OEM,
should not be a given. As some OEMs don’t
remanufactured or compatible – with, on
offer the breadth of green/eco products, or
average, 98% going into reused or repurposed
cannot enforce threats of warranty withdrawal
products and two percent being incinerated
if end users use compatibles, choice
and recovered into energy.” Many other
should always win. If choice is in anyway
manufacturers are engaged in similar work
misunderstood here, look no further than
as the drive to become more environmentally
Amazon on how to deliver the best possible
sustainable gathers ever more momentum.
solutions to a customer base.” Peter notes that compatibles are not
RIGHT PRODUCT, RIGHT PLACE, RIGHT TIME
always ‘generic alternatives’ as, in many
Peter Cowan, procurement director at Data
same resource. “When the markets are
Direct, points out that compatibles is all
in a state of change, with different office
about offering choice to customers and
trends, global logistics issues, etc, the greater
providing them with the right product, in the
the choice offered by dealers - backed
right place, at the right price. “This choice
by a trusted distributor - ensures greater
is based on providing the leading products
versatility in delivery and service options.
cases, OEMs source the product from the
in the category with the confidence that the
“This positivity is what the end
end user and dealer resellers can trust them,”
user deserves, and what the dealer can
he says, adding that this confidence in the
deliver,” he says.
www.dealersupport.co.uk JANUARY 2022 [33]
LIVE IT
TEABREAK
LIVE IT Life hack Want a dazzling bathroom mirror? First, make a cup of tea (really). Allow a mug of black tea to cool before transferring it into a spray bottle. Spray the tea onto your bathroom mirrors and clean them with a cloth. The tannic acids found in tea cut through grease and dirt easily. Use a clean cloth to dry and buff the mirror until it shines.
A helping hand
THUMBS UP!
An anonymous donor has saved a family from eviction after they fell in to rent arrears, BBC News has reported. Charlotte and Anthony Smith spoke to the BBC in November when they owed more than £600 in rent arrears, and were under threat of losing their home. Someone who
CAPTION COMPETITION
saw the story offered to clear the debt, saying they had been helped in the past and wanted to pay it forward. Mrs Smith, from Wolverhampton, said: “In this day and age, for somebody to pay off even just half, or a little bit, it is just so nice. Thank you is not really enough.” Thanks to the kindness of the stranger they are now in the position of being able to move to a more suitable home and know they have
TWEET CAPTIONS TO @DEALERSUPPORT
a roof over their heads, they said.
Quote of the month “The journey of a thousand miles begins with one step.” Lao Tzu
[34] JANUARY 2022
www.dealersupport.co.uk
TEABREAK
LIVE IT
?
Did you know?
The world’s oldest wooden wheel has been around for more than 5,000 years. It was found in 2002, approximately 12 miles south of Ljubljana, the capital of Slovenia, and is now housed in the city’s museum. Radiocarbon dating was used to determine the wheel’s age, which is somewhere between 5,100 and 5,350 years old.
A new habitat has been created for one of the UK’s rarest reptiles, the sand lizard, after a five-year conservation effort to restore heathland, BBC News has reported. Forty-one sites in the South Downs National Park in Hampshire and Sussex have been restored as part of the Heathlands Reunited initiative. The national park said the need was
PUB QUIZ 1. Which country is Brie cheese originally from? 2. In what film franchise would you find the character Katniss Everdeen? 3. What year was the company Heinz established? 4. What is the capital of Iceland? 5. Who came second in the FIFA Women’s World Cup in 2019? Answers: 1. France 2. The Hunger Games 3. 1869 4. Reykjavík 5. Netherlands
Returning rare reptiles
‘profound’ as less than one percent of heathland remained; endangered species, like the natterjack toad, have also been able to return. A
Knock me down with a feather
spokesperson for the national park
Strange requests
said heathlands were man-made and
As reported by Sky News, Travelodge has revealed its
“only exist because our ancestors
strangest requests from guests at some of its hotels this year -
used them to dig peat for fuel, harvest heather and graze animals, unwittingly
including asking where the Welsh Rarebit lives and arranging afternoon tea with pandas. Another asked what time they can see the snake on the Snake Pass in Derbyshire, the UK hospitality company said, and one guest
creating a unique mosaic of habitats
in York asked a member of staff to sing in the next room to check he had a
which many plants and animals now
quiet room. In St Austell’s Travelodge, a guest requested a room with a south-
can’t survive without.” They said what
facing window because he required sunlight to charge his aura first thing in
heathland had remained was “very fragmented, leaving animals and
the morning and, proving Britons love their pets, staff at Newcastle Quayside Travelodge were left shocked when a customer asked for a children’s paddling pool so their pet fish could have a spacious bed for the night.
plants vulnerable to extinction.”
www.dealersupport.co.uk JANUARY 2022 [35]
SALES SUCCESS
QAUTEHSETRI OP.N CTLI IMP E F
Bringing hope, peace and unity to the good brethren of business supplies The good Father ponders whether to give client Christmas presents in March, and basks in the joys of January
W
hat do priests and
coming up to Christmas and, “We
existence but December wasn’t helped by
Christmas trees
don’t really need anything as the
the fact that we still don’t know how many
have in common?
office is winding down.”
people are in offices. Just when it looked
“Both their balls are just ornamental!”
Everyone in the office becomes
like everyone was going back to ordering
emotionally drained by the time the
all of their supplies a new office supplies
holidays come, which leads to more
killing variant appears (and I don’t mean
It’s just awkward and corny as far as
alcohol, more hangovers, and even more
the contract stationers) and puts us back to
I’m concerned!
money being spent. I’m thinking of
square one! I know that some people have
giving out presents in March from now
been able to make money from PPE but,
period for me - not that my testicles are
on; I mean, it makes more sense for the
in our village, absolutely everybody now
purely ornamental; I mean I don’t need
business, surely? We’re making more
sells it and seem to be able to get supplies
to go into detail, but they serve other
money at that time, and customers aren’t
and prices much better than ourselves.
purposes you know!
receiving any presents from anyone else;
I mean what’s funny about that?
But it does sum up the Christmas
Due to December, January can be a
Lots of industries have been affected
it’s a win-win... or is it? Probably not,
by the virus, but it seems that office
miserable time in our industry. We spend
actually, because the same customers won’t
supplies don’t really get mentioned too
more money in December than any other
remember the March presents but they’ll
much, and could do with a little more
month of the year, mainly on presents for
probably remember that they didn’t get a
publicity. A letter is available from
customers who act as if they are expected,
box of biscuits in December.
BOSS Federation, and it might be a
rather than enthusiastically welcomed, and who give very little in return because it’s
[36] JANUARY 2022
www.dealersupport.co.uk
I’m sorry if I’m being a bit miserable and adding to your, already bleak, January
good idea to send it to our local MP I’ll have to tell Mrs O’Reilly.
FINAL WORD
Strengthening customer relationships EMMA DAVIES-CAROLAN, director of marketing, EMEA & APAC at ECI Software Solutions, discusses how you can level-up your customer service
SALES SUCCESS
Emma Davies-Carolan, director of marketing, EMEA & APAC at ECI Software Solutions
ver the past
that 30-40% of customers will continue
multiple touchpoints - with the vast
few years we’ve
to switch brands until they find one
majority now preferring to interact
seen businesses
able to deliver the level of service they
digitally. In fact, according to a recent
investing more in
expect. Without investing in new
McKinsey study, up to 80% of customer
new technologies
technology, businesses risk losing key
interactions are now digital - and those
designed to help them better
contracts to firms able to offer five-star
still reliant on face-to-face or telephone
understand their customers and
customer service, 24 hours a day, seven
communication may struggle to retain
maintain strong working relationships.
days a week. It’s important, therefore,
customers long-term.
As we head into a new year, here are
that your team can access the most
some key considerations for those
up-to-date and relevant information for
INVESTING IN CRM
looking to take their customer service
each customer in a timely manner, to
By investing in a customer relationship
to the next level.
prevent customer dissatisfaction.
management system you can gain a
O
With records all stored digitally, this
better understanding of your customer
FOCUS ON HELPING CUSTOMERS
becomes much less of a challenge. Sales
data which, over time, can help you
Having worked with businesses of
teams are also able to browse customer
better anticipate changing requirements,
all sizes across the office products
profiles and order histories to identify
as well as enabling you to track every
industry, we’ve been focused on helping
where products and services could be
interaction or piece of feedback.
our customers to continue delivering
upsold. This has been a growing focus
excellent service at a reasonable price -
for many businesses, especially as
analytics, and up-to-date reports, you
despite many experiencing significant
they’ve expanded into new markets.
and your team will be able to identify a
shipping delays and price rises throughout 2021. One Forbes article recently found
While managing your own records
Armed with a rich pool of business
wealth of new business opportunities, as
and data is key, you also need to be
well as keeping clients up-to-date with
able to log customer interactions across
new services or offers.
www.dealersupport.co.uk JANUARY 2022 [37]
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
