Dealer Support January 2023

Brother’s print solutions are designed to support your teams in any setting, helping them work securely and e ciently. This is... brotherzone.co.uk/workplace-by-brother

New mindsets, approaches and opportunities

A new year is a great time to set goals, renew motivations and push forward with an optimistic mindset. With this in mind, here at Dealer Support we have been working really hard over the last few months to ensure our 2023 editorial content will be better than ever. We are entering this new year with a brand-new strategy which we believe will effectively support our dealer community through what promises to be another challenging year. We have spent time speaking to independent dealers and other key industry figures and stakeholders to ensure our content delivers exactly what’s needed this coming year to best prepare our community to succeed in the current climate.

To push this approach even further, we are also carrying out our own independent research into dealer businesses through our ‘Voice of the Dealer’ survey.

The industry needs to hear from independent dealers to get a clearer picture of what dealer businesses want and need to succeed in 2023 - this survey is a great opportunity for your voice and business to be represented. Head to page 14 to find out how you can take part and be heard!

As part of our new strategy and approach, we will now be using our Four-Pillar Plan. These four areas - diversification, the changing face of the workplace, eco matters and recruitment and retention - bring together the four key areas of focus for dealer success this year, and will leverage our future content. To find out more about each pillar, turn to page 12.

We’re getting started straight away so, this month, we have articles on upgrading your e-commerce strategy, getting your sales strategies ready for 2023, plus information on how to measure net zero and best practice for staff appraisals. Father P is also back for another year giving us his, always-enlightened, views of the industry and our first FINAL WORD of the year comes from Ben Appleby, director of commercial print supplies at Exertis, on new solutions for hybrid working.

We are looking forward to delivering our new editorial strategy this year and continuing to be a leading source of support for our dealer community. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport.

Ellie Potter Editor

firstname@intelligentmedia.co.uk

Brother’s print solutions are designed to support your teams in any setting, helping them work securely and e ciently. This is... brotherzone.co.uk/workplace-by-brother

THE MONTH THAT WAS

Brother reaches 40m recycling milestone

Brother has recycled 40m toner cartridges globally since the launch of its programme in Europe in 2004. This is enough to reach from the business’ global Recycling Technology Centre in Ruabon, North Wales, to its headquarters in Nagoya, Japan! Globally, customers can return their empty cartridges to one of Brother’s four remanufacturing facilities; there are others located in Slovakia, the US and Asia.

Each cartridge the business receives goes through a stringent checking process, with components being either reused or replaced, meaning the majority

of cartridges can be remanufactured to restore them to their original condition.

Any parts that can’t be reused are recycled by Brother, ensuring that nothing goes to landfill.

Brother’s recycling and environment technology centre at Ruabon uses 100% green-certified electricity to power the plant, and a fleet of electric vehicles, and was recently certified as carbon neutral by The Carbon Trust. The business also donates to the rainforest charity, CoolEarth, for every used cartridge it receives.

Integra renews UFP agreement

Integra has renewed its partnership with UFP, one of Europe’s largest print and IT supplies distributors, for a further three years. This agreement gives members access to an unrivalled portfolio that incorporates print supplies, data storage, office hardware, mobile, networking and IT peripherals. Members will also benefit from UFP’s status as a first-tier Pan European distributor for leading brands such as HP, Lexmark, Canon, Epson, Samsung, Verbatim and XP-PEN.

“UFP fits perfectly into our diversification programme, providing members with additional sales opportunities within the Print and IT category,” said Aidan McDonough, Integra’s CEO. “We look forward to working with the team at UFP to ensure dealers can take full advantage of what is on offer.”

Ali Malik, UFP (UK) sales manager, said, “We have had the pleasure of working with Integra and its members for the last four years, and we are delighted to have renewed our partnership with the buying group for a further three years.

“Attending this year’s ‘Strength Through Unity’ national conference not only gave us the opportunity to acknowledge Integra’s 25th anniversary, but also to meet with members to showcase how we can support and develop their businesses by broadening their product portfolio with some of the latest manufacturers to partner with UFP, such as XP-PEN and Verbatim.”

Promotion for Canon Europe’s executive vice president

Over

last two years,

president

to drive significant growth across Canon’s portfolio of products, solutions and services. He will move into his new role this month and a successor will be announced shortly.

Canon Europe has announced that Hiro Imamura, vice president marketing and innovation EMEA, digital printing and solutions, has been promoted to executive vice president digital printing and solutions. Imamura brings nearly 40 years of experience in the printing industry where he has worked for Canon Inc in Japan, as well as undertaking senior leadership roles at both Canon Europe and Canon USA.

the

as vice

marketing and innovation EMEA digital printing and solutions, Hiro has helped

Office Oracle acquires Graphic Office Supplies customer base

Office Oracle has joined forces with Graphic Office Supplies, acquiring its customer base. “I am delighted to reach agreement with Matthew and his excellent team at Office Oracle,” commented Simon Connolly, director of Graphic Office Supplies.

“We at Graphic Office Supplies have always striven to do the very best for our valued customers. With an ever-changing market, moving to a likeminded business will ensure continued and, indeed, enhanced support for the continued growth of our business. I thank Matthew for a smooth and professional process.”

Matthew Charles Phauré, founder of Office Oracle, added, “Everybody at Office Oracle welcomes the staff and customers of Graphic Office supplies. We entered discussion with Simon and his staff, realising the benefits of bringing our businesses together. Following a challenging time during the pandemic, and permanent changes in the business supplies market, I see further consolidation will arise.

“We are always open to discuss mutually beneficial opportunities for forward-looking dealers and salespeople.”

Exertis Enterprise accredited to offer Dell co-delivery

Exertis Enterprise has become certified to offer Dell co-delivery installation services in the UK – working alongside Dell to both sell and deliver installation. The service is provided through Exertis Enterprise’s professional services installation team, or in combination with Dell specialists, and the engineers have undertaken the same rigorous training as Dell’s own installers in order to be certified to deploy the relevant Dell solutions for customers.

Dell’s PowerStore and PowerScale ranges can currently be installed by Exertis Enterprise engineers, and other Dell solution co-delivery certifications can now be obtained by the team, thanks to Exertis Enterprise’s engineers who are boosting their skills to provide these, and further, offerings.

Paul Hickingbotham, technical director of Exertis Enterprise, said, “It’s our aim to provide services and solutions to our customers which give them real business agility, enabling them to drive improved cost efficiencies and gain a competitive edge. With this new capability, we are enhancing our Dell value-add to customers, strengthening our longstanding vendor/distributor relationship with Dell, and also bolstering the skills and services to help customers maintain their significance and value.”

New acquisition for Premier

Premier Paper Group has acquired speciality packaging and retail display company WBC. Established in 1989, WBC, which has 55 employees and an annual turnover of £18m, is now a leading packaging and display product supplier to the speciality drinks and food sectors. WBC is the latest acquisition by Premier, as it expands into added-value and complementary markets, and follows the purchase of lamination film supplier Zulu Packaging (now Premier Lamination Films) in July this year.

“We are delighted to welcome the WBC team into the group and we are excited to be supporting them in the next phase of their development,” Michael Beever, CEO of the Premier Paper Group, said. “Although the businesses sell to very different market sectors, many of the same values are common to both organisations. Having WBC as part of our group will open up many opportunities for all parts of the company to develop product and service offerings through the sharing of knowledge and expertise.

“The acquisition of WBC is an important next step for Premier as we continue to complement our traditional paper merchant business with expansion into added value sectors.”

NEWS EXTRA

London Stationery Show expands into arts and crafts

According to the Creative Industries Council, the craft business contributes £3.4bn to the UK economy. This seems to only be growing as the Mintel’s UK Hobbies and Interests Market Report for 2022 states that one-in-five adults have embarked on a new hobby since the outbreak of COVID-19 - with people spending more time at home, there has been a rise in concern for achieving the perfect worklife balance.

In a recent survey conducted by London Stationery Show sent out to its database of independent retailers, art materials came out on top as the most popular product type stocked in store; this surpassed all other categories, including notebooks and journals, diaries, writing instruments and greeting cards. In fact, 32% of survey respondents stated that arts and crafts are currently the biggest area for growth in their businesses, emphasising the increasing popularity of these products amongst consumers.

Sandra Jervis, owner of Creative

Cove in Lampeter, is a regular attendee at London Stationery Show. For her, arts and crafts are a crucial part of her store offering. “Arts and crafts products are now my biggest sellers. My customers are increasingly falling in love with craft kits, not only because they are an opportunity to try something new, but because they represent great value for money. The products I sell have a premium feel and make great gifts. Arts and crafts really do sell themselves!”

Arts and crafts were also celebrated at the 2022 BOSS Awards, held in Manchester at the Kimpton Clocktower Hotel in November last year. Sandra and Creative Cove were shortlisted for the independent retailer award alongside fellow stationery, arts and crafts retailers Meraki Colour and Stationery Supplies. Sarah Laker, owner of Stationery Supplies, picked up the award for the second year running, proving the popularity of stationery, arts and crafts in the industry.

For art material and crafting companies choosing to exhibit at London Stationery Show, the demand for their products has been apparent. In

the survey, 67% of respondents stated that they attended to source arts and crafts products for their stores, with an average of £47k being spent individually on arts and crafts stock per year.

“The exhibition is an essential platform for us to showcase new art material product ranges to existing and potential customers and is always extremely successful for us,” says Paul Sacki, director at Jakar International, and exhibitor at London Stationery Show.

The 2023 London Stationery Show will be hosted at the London Design Centre on March 16 and 17.

As the UK’s only trade event dedicated to the paper and writing instruments industry, this is an incredibly exciting development that will see a broader range of products on offer than ever before

The exhibition is an essential platform for us to showcase new art material product ranges

sustainable filing without compromising Quality

The Teksto range is the best example of European sourcing and resources optimisation :

100% European production in our factories in France. ecological management with the recovery of production offcuts which contribute to up to 25% in the manufacture of new card. a technical innovation with the vegetable coating which makes the products resistant to water, without destroying their recyclability.

With this card replacing plastic, Exacompta is revolutionising the market and reducing the environmental footprint of their filing products.

Teksto products made from paper are FSC® or PEFC™ Certified.

T HINKIN G CLE A RER. G O I N G F U R T HE R.

Dealer Support: an exciting new strategy for a new year

As is now common practice here at Dealer Support HQ, our editorial team have been busy reaching out to our dealer community to gather your input and insights when it comes to evolving our editorial remit, so that we can ensure it’s helping to support you with the key issues and current agenda in the business supplies sector

At the end of 2022 we felt it seemed like the right time to take stock and re-engage with our audience. Now that we’re operating in a post-COVID world where political turmoil is seeming to temporarily settle and economic forecasting is becoming less unpredictable, it seems a good time to look to the future for

dealer businesses - the next phase, if you will.

For us, speaking extensively with the dealer community has been a useful exercise, ensuring we remain close to our readership and deliver the editorial that matters to you. We have been both enlightened and reassured by what we learned and are excited by the planned changes we’re introducing to the Dealer Support editorial and events portfolio this year as a consequence.

YOU SPOKE, WE LISTENED

We recognise the unique three years we’ve just experienced, and acknowledge the impact that economic, political and social issues have had on our businesses and our sector, forcing dealers and suppliers to adapt and pivot to ensure their survival and success. We’ve spoken to many of you over the past few months, sharing your experiences and insights - good and bad - alongside your outlook for the year ahead.

You’ve told us what you see the challenges and potential wins to be. With your help we have been able to shape a strong editorial strategy that we feel sure you will enjoy and benefit from.

Whilst a number of you have told us of the business challenges you have faced since the start of 2020, many of you are also working hard to adapt and diversify your product ranges, adapt your business models and project confidence - resulting in great success.

A STRATEGY FOR SUCCESS

With this in mind, at Dealer Support we plan to focus our 2023 edit strategy around this success theme by helping our readers with tactics, tips and insights, alongside best practice examples and expert advice to help you identify opportunities in challenging times to ensure your business is as strong and as profitable as it can be, despite the changes and challenges the UK is experiencing. We want the dealer community to not just survive, but to thrive!

If there’s one thing we all can be sure about, it’s the independent dealer’s ability to adapt and evolve to ensure they remain relevant and robust in the market.

Our aim is to give a confidence

boost to our dealer readership through our editorial, and to offer inspiration, insight and practical advice to help you look ahead and move forward with your business plans.

FOUR-PLLAR PLAN

Our 2023 editorial content aims to bring strong positive messages and ideas, dedicated to helping resellers make the right choices this year. Our content will be packed with tried and tested advice from commentators and experts with strong track records and a deep industry knowledge, combined with detailed articles that will help to ensure you are keeping your businesses robust, healthy and profitable.

To deliver this strategy consistently, and in a meaningful way for our readers, we are building our content for 2023 around ‘Four Pillars’ which we see as the foundations of dealer success in the present climate. They are:

PILLAR 1: Adapting to the changing face of the workplace.

PILLAR 2: Diversifying to thrive, not just survive.

PILLAR 3: Eco matters - climb aboard the green machine.

PILLAR 4: Recruitment, retention, the labour shortage and the sales opportunity.

COVER A BREADTH OF ARTICLES, INCLUDING:

Dealer Success stories, always a firm favourite - what lessons can you learn from others’ experiences?

Business advice for selling in a tough market - being seen and being heard.

The home office is here to stay – so here’s how to sell it.

Diversify, diversify, diversify –whether it’s M&A, workwear, FM or new sectors – to pivot means to profit.

The changed face of the workplace – what it means for dealers and the opportunities for change! Workplace supplies and the labour shortage crisisappealing work spaces for the win!

SAVE yourself rich – costefficiencies, when is the right time? What are the right cuts to make?

SELL yourself rich - the importance of deals, discounts and promotions when the market is weak and challenging Project confidence – it’s contagious; spread it

The green machine - eco matters - from packaging to delivery, customers demand green – we’ll help you to be a sustainable success in a tight business environment

WE’LL

We want the dealer community to not just survive, but to thrive, during these challenging times

Further to this, as you fed back overwhelmingly about how valuable you find the Dealer Success interviews that have been a trademark of the magazine since it was first published almost 30 years ago, we are will be redoubling our efforts to bring you more dealer success stories than ever before!

YOUR VOICE TO THE INDUSTRY

Although the drivers of our editorial content will have a strong focus on confidence and optimism, we won’t shy away from the challenges either. There will continue to be new hurdles to jump and problems to solve, and we will ensure our content deals with the tricky questions. We will, of course, continue to nurture our already strong relationships with key industry stakeholders, including dealer groups, wholesalers, distributors and suppliers to give our readers direct lines of communication – ensuring you hear of

initiatives and objectives first through the Dealer Support pages. We’ll be sharing and reflecting to the wider industry any concerns and frustrations the dealer community is experiencing - and asking the uncomfortable questions when it’s required of us.

DRIVING SUCCESS

Our overall aim is to help our readers ‘drive success’ with relevant and timely content, or content that can be kept and referred back to, which is made even easier with our digital version that can be shared with sales and leadership teams throughout businesses at the click of a button.

Each issue of Dealer Support will see our Four Pillars leveraging our content. We see each one of these themes as pivotal to dealers succeeding in their businesses in 2023, so we want our editorial to support and help dealers skill-up in these areas. Alongside our most popular best practice dealer success interviews, and industry strategy interviews - and the all-important industry news and comment - we believe we have everything a dealer needs from a monthly magazine!

We’re ready for 2023, which will mark more than 30 years of our ongoing support for the UK independent dealer channel. We are unrivalled as the longest standing UK publication of its kind - it’s fair to say that, if you’re a UK independent dealer, we’ve got your back!

We go into 2023 with a winning strategy and strong motivation to continue to support dealer businesses, through insight and information in what appears to be a challenging year, but a year full of opportunity, none the less.

FOUR PILLAR PLAN

Our 2023 editorial content aims to bring strong positive messages and ideas, dedicated to helping resellers make the right choices this year. We are building our content around Four Pillars which we see as the foundation of dealer success this year. They are:

PILLAR 1: Diversifying to thrive, not just survive

To not just survive, but to thrive, the dealer business needs to diversify. By doing so they can flip what may look like a bleak outlook commercially for the next few years into a major opportunity. During the pandemic dealers switched very quickly to PPE and cleaning products, signage and partitions - but just because the height of the pandemic has ended, doesn’t mean your push to diversify should end too.

In 2023 we will look at the latest ways to diversify. What are the growth trends? The new categories? We’ll also share insights into diversification by investment in product specialisms, online purchasing platforms that allow for more seamless product introduction, and the upward trend for M&A projects. Also, how to diversify –and what into – how to choose a sector, how to make the change in your business, how to manage barriers, and what benefits existing dealerships have been seen.

Our aim is to give a confidence boost to our dealer readership

PILLAR 2: Adapting to the changing face of the workplace

Offices are now destinations visited by employees a few times a week to engage with colleagues and clients. They are now spaces to collaborate and connect, for meetings and project work. The home office has become a staple of the working week, where the urgent and important tasks get done and the daily grind prevails, albeit in the new age, virtual, world at least part of the time.

The labour shortage is also driving a revolution in workplace environments, with employee demand for more aesthetically pleasing spaces, break out areas, better coffee, even fruit and biscuits on demand! Finally, there are the products required to link employees to these two new workspaces…home working and mobile-working products and accessories. Dealers are at the forefront of the workplace revolution and the sales opportunities that come with it.

PILLAR 3: Eco matters

Being a sustainable success in a tight business environment seems to be a non-negotiable for dealer success in 2023. There is a clear trend for business consumers to now source products with eco-friendly credentials and hard proof behind environmental claims. In short, customers are increasingly concerned about the sustainability of their workplace supplies. It’s super-important that dealers are aware of changes to products and to packaging in order to better serve their clients.

In this pillar we ask industry experts to break down the jargon, the developments in sustainability and green credentials, and the opportunities for dealers. We will answer questions such as:

● How can dealers increase their sustainability, and does it have to cost?

● What are customers and commercial partners demanding?

● What does it mean to be sustainable, and how to demonstrate how sustainable are your operations?

● How can your business be made more eco-friendly to appeal to green-thinking customers to help save the planet - and help dealers develop a sales USP that gives them the edge!

PILLAR 4: Recruitment, retention and the labour shortage

As the labour market continues to be unpredictable, and the shortages in the labour force remain a very real problem, offices need to appeal to potential and existing employees more than ever before.

Although businesses may currently be feeling the pinch, now is not the time for them to cut costs on office accessories or work perks.

A well-stocked stationery cupboard, state of the art laptop, posh coffee and even the best biscuits have been shown to affect an employee’s job satisfaction and likelihood to take a job or stay in a job.

Dealers need to be educating their customers on the importance of appealing workplaces to recruitment and retention - which also offers great sales opportunities to sell premium products as well as furniture, FM, catering etc.

The voice of the dealer survey

WE WANT TO HEAR FROM YOU!

e’re all living in a new normal. The workplace has changed significantly over the past two years, and so too has the workplace supplies sector. At the forefront of that change, of course, are dealer businesses, adapting and evolving to accommodate the many challenges that the UK has seen in recent times.

Brexit, COVID, the war in Ukraine, the energy crisis –

the list of challenges that dealer businesses have navigated in recent times is quite unbelievable, and has left our businesses and business outlook forever changed.

As the leading publication for the business independent dealer channel - and with a clear remit to champion the success of independent dealers for over 30 years - we felt a piece of independent research into dealer business and attitudes and outlooks was timely.

Dealer Support is carrying out research that will form the basis of a white paper report to share with the industry to help shape future plans and priorities

We will use our close relationships with suppliers, wholesalers disties and dealer groups and the rest of the industry to deliver your messages to them and ensure your voice is heard.

The more of you we hear from the better! To take part in this survey simply visit the link https://bit.ly/dealersurvey23

So, what you waiting for? Here is your chance to be part of shaping the future of our industry and ensuring that your business is represented!

WE WANT TO GATHER YOUR UNIQUE PERSPECTIVESHARE WITH US;

How are you feeling about the year ahead?

What are the pain points for your business?

What are the opportunities? What do you need from suppliers and wholesalers to help support you? What part do dealer groups play?

What are your biggest financial concerns over the next 12 months?

COMPLETE THE SURVEY

COMPLETE

THE SURVEY

https://bit.ly/ dealersurvey23

**All the information is completely confidential **

https://bit.ly/dealersurvey23 or email us at hello@dealersupport.co.uk

The industry needs to hear from independent dealers to get a clearer picture of what dealer businesses want and need to succeed in 2023 and beyond

Dealer Support LIVE returns this year to the Coventry Building Society Arena, on 27 April, and plans are well underway to make it everything the dealer community has asked for – and more!

Following on from the last few years, Dealer Support LIVE 2023 seeks to create an interactive experience that brings the magazine to life. It’s an event specifically designed for dealers, aiming to provide clarity and practical, simple-to-apply and relevant, advice for all delegates.

This year boasts even more opportunities to learn, a broader spectrum of speakers and exhibitors and an opportunity to network with peers, along with the popular Q&A session for dealers to get involved with. We’ll be running a selection of seminars and panels, led by key figures and experts, the details of which will be announced soon – so keep an eye out for updates!

Why this year’s event will have even more opportunities to network and learn

A NEW FORMAT

This year the day will have a new format which we hope will allow for even more opportunities to learn and network. As well as the everpopular Q&A to round off the event, we will also be running two panel sessions during the day made up of key industry figures and experts to discuss some of the biggest issues and topics facing dealers and the industry as a whole. These panels will provide a chance to listen to various viewpoints and gain even more insight, knowledge and advice.

EXHIBITION

An integral part of Dealer Support LIVE is always the exhibition; it’s something that offers dealers an opportunity to chat to, and learn from, a broad range of supplier partners, as well as the chance to see what’s new in their sector.

NETWORKING

No-one knows the challenges and benefits of running a reseller business better than those who do it. Dealer Support LIVE is a fantastic opportunity

to network with others business leaders in the sector, sharing experiences and solutions and forging long-lasting, professional relationships to benefit you and your business.

In addition to networking opportunities throughout the event, we’ll be hosting a drinks reception at the end of the day for dealers, exhibitors, speakers and suppliers to enjoy

How to measure net zero

The UK government is committed to achieving net zero by 2050.

To meet these goals, businesses must integrate sustainable practices into their practice.

Nestlé is taking necessary steps to measure their GHG emissions with a whole life cycle approach. “We take a whole life cycle approach to determining the carbon footprint of our products and operations,” explains head of B2B marketing at Nestlé Professional, Julia Jones. “We then use science-based methodologies to identify and calculate our own emissions, building-in

data disclosed by our suppliers. This gives us a clear picture of our overall emissions, so that we are best able to target our actions and interventions to make reductions.”

Health and hygiene company, Essity, is committed to achieving net zero in a different way. “Essity is committed to achieve net zero emissions by 2050 and has approved near-term, science-based, targets for 2030,” says Jo Pybus, sustainability and public affairs manage. “Essity reports greenhouse gas emissions (CO2, CH4, N2O) depending on origin.”

The government has outlined three scopes of emissions that must be measured.

These are:

● Scope one: emissions from sources that a business owns or controls directly - for example, from burning fuel in a fleet of vehicles (if they’re not electrically-powered).

● Scope two: emissions that a business causes indirectly when the energy it purchases and uses is produced. For example, for electric fleet vehicles the emissions from the generation of the electricity they’re powered by would fall into this category.

● Scope three: emissions that are not produced by the business itself, and not the result of activities from assets owned

Businesses must measure and reduce their scope one, two and three emissions to meet the government goal of achieving net zero by 2050. How can they do this effectively?

or controlled by them, but by those that it’s indirectly responsible for, up and down its value chain. An example of this is when businesses buy, use and dispose of products from suppliers. Scope three emissions include all sources not within the scope one and two boundaries.

REDUCING EMISSIONS

Scope one and two emissions are easier to estimate. For energy use, companies can source the data they need to convert direct purchases of gas and electricity into a value for the associated greenhouse gases and, according to Jo, “Scope one and two are directly linked to Essity production facilities and include direct emissions from fuel consumption and indirect emissions from the use of purchased energy.”

Scope three emissions make up the highest proportion of total emissions for many companies and, unfortunately, they are the hardest to reduce. For Nestlé, this also rings true. “The vast majority of our emissions come from scope three,” Julia says. “Therefore, this is where we focus most of our efforts and are taking steps to address more than 80% of these in order to reach our net zero milestones.”

However, for Essity, scope three emissions are reported with a one-year delay. “Scope three reports indirect emissions in Essity’s value chain outside the company’s own operations. To ensure that Essity has complete and reliable data, scope three

emissions are reported with a one-year delay, including emissions from recently acquired companies.” Businesses can work with existing suppliers, and their customers, on solutions for reducing emissions in order to reduce scope three emissions.

TRANSPARENCY

Once your business has developed a thorough action plan to reduce its emissions across all three scopes, you must communicate the actions that will enable them to achieve net zero. Keep these points in mind to ensure clear communication:

● Communicate regularly: consistent communication will give your business a voice on climate action which will help build a positive image.

● Distinguish your business: consider what your net zero journey means for your stakeholders and how it is different from other businesses.

● Be transparent: if you miss a milestone, communicate this and reiterate the goals of your journey.

● Keep it simple: avoid using complicated jargon and focus of the course of action you are taking.

OFFSETTING

The final stage of reaching net zero, once emissions have been reduced to below 90% as outlined by the government, is to balance any remaining and unavoidable emissions through accredited carbon removal

schemes. This can be done through many different processes, including soil carbon sequestration or seagrass restoration, but Nestlé are looking to the food system to offset. “With the food system accounting for one third of GHG emissions, we’re investing into more regenerative agricultural practices,” Julia explains. “Starting with ingredients like dairy, we’re working with suppliers such as First Milk to reduce environmental impact and improve animal health and well-being.”

CREATING A WHOLE BUSINESS APPROACH

Businesses can also look to their staff for help in achieving net zero. By building green committees and volunteer groups to raise awareness of the journey to net zero, it’s possible to build a culture of transparency and take action with community projects.

Nestlé is proud to have sustainability right across the organisation. “We are guided by our values, which are rooted in respect. This means respect for ourselves, others, diversity and for the future,” Julia says. “While we have sustainability specialists right across our organisation, we understand that we all have a role to play in reducing our environmental impact; we empower our employees to do so in both their personal and professional lives.

“We know our employees are our greatest asset and, when we have a shared goal, we can achieve great things.”

Essity is committed to achieve net zero emissions by 2050 and has approved near-term, science-based, targets for 2030

Best practice for staff appraisals

Staff appraisals are crucial for staff evaluation and development but, according to The HR Director magazine, 65% of HR directors have had to hold off on staff appraisals over the past year due to the aftermath of the COVID-19 pandemic. Staff appraisals can bring a number of benefits to businesses and should be implemented across every team. These benefits include:

● Career growth: staff appraisals give employees the opportunity to express their professional development needs and plan a course of action for their long-term development in the business.

● Improved performance: feedback motivates employees to work harder, especially when they are given positive feedback. An appraisal will often coincide with a bonus or promotion, which also provide

motivation for better performance.

● Increased employee engagement: involving the employee in their own evaluation can increase the likelihood they will want to stay with the company for longer. Once they see how their actions affect business results and objectives, they will be able to see their own value within the organisation.

● Opportunity for training and development: a staff appraisal is a great opportunity to identify the areas where an employee may need further training and development.

● Clear expectations: if the employee is not meeting the standard expected you can use a staff appraisal to raise this in a constructive way.

● Proactive assistance: as there no distractions, staff appraisals allow employees to have conversation they wouldn’t be able to in the

day-to-day working environment and enable managers to provide assistance and feedback for problems that may be developing.

● Evaluation of goals: feedback from both the employer and employee can help identify what is needed for the employee to achieve their goals for the next work period.

● Documentation of performance: a staff appraisal allows employers to measure the employee’s work over a specific period of time and determine how well they are developing.

Despite these clear benefits, research by Breathe HR found that only one-in-five employees consider their current appraisal process to be motivating - what can be done to improve the appraisal process?

MAKE SURE YOU ARE DELIVERING EFFECTIVE STAFF APPRAISALS

To provide effective staff appraisals, employers must ensure they are considering key areas to benefit both the business and employee:

● Performance analysis: evaluate the employee’s communication and teamwork skills, their ability to meet targets, their quality of work, attendance and reliability.

● Potential career progression: how has the employee contributed to the company, what are their aspirations, and what can be done to facilitate these?

● Areas for improvement: identify new training opportunities, areas for improvement and what is needed to develop more within their team.

● Employee feedback: provide the employee the chance to share their views on their performance over the previous work period and any other general feedback.

Once you have outlined what to say in your staff appraisal, the next step is working out how to say it. The Breathe HR survey revealed that 12% of employees feel that their managers aren’t well-prepared for staff appraisals. To make sure you are conducting meetings that are beneficial to both you and the employer being appraised, you can follow these steps.

● Prepare - arrange a private meeting venue – one without distractions -

and give the employee sufficient notice and an overview of the appraisal process in advance. If your business requires a self-appraisal form ahead of the meeting, make sure you have sent this well in advance.

● Encourage discussion - make sure you are asking the employee questions related to their performance. Offer positive feedback and praise in areas where they have excelled, identify areas for development and steer the conversation towards the ways in which these might be improved through training or support.

● Listen - it is vital to employ active listening during a staff appraisal using non-verbal cues such as body language. Try not to interrupt the employee when they are speaking and, before moving on to the next discussion point, take a moment to summarise the conversation and ensure there is a mutual understanding of future expectations.

● Give regular feedback - offer staff opportunity to discuss their performance on an ad hoc basis, not just at their annual performance review. This means you and the employee will be sharing feedback regularly and not saving things up for the appraisal meeting.

● Set SMART objectives - SMART (specific, measurable, achievable, realistic and time-bound) objectives are key to creating a manageable workload. Make sure both you and the employee are in agreement with all objectives before finalising them.

● Be open - it is key that you are open when you conduct a staff appraisal as it makes the employee feel comfortable to share their thoughts. Having frequent meetings where you practice openness can help build your relationship with all members of your team helping you to become more approachable.

● Document the discussion - either electronically or on paper and issue a copy to the employee. You should give the employee the opportunity to suggest any changes once they have had time to reflect.

12% of employees feel that their managers aren’t wellprepared for staff appraisals

Are your sales strategies 2023-ready?

ith the new year upon us, it’s time to solidify sales strategies for the coming months. There’s a lot to think about when planning how to tackle 2023; rising fuel bills, the burden of recession, ongoing supply chain issues…but with all challenges come opportunities for dealers to be ready to meet the needs of their clients.

Analysts are increasingly on the fence about the longevity of remote and hybrid working. Research from Microsoft suggests that the vast majority (85%) of managers are less confident that hybrid workers are being productive when not in the office, but forcing them back to the workplace is not the solution. The office should be a magnet, not a mandate, with strategies in place to get people enthusiastically returning because they want to, not because they must. Coupled with this is a likelihood that the war for talent will intensify in 2023. The pandemic gave many workers time to pause and reflect,

leading to higher numbers of resignations than has been seen for over a decade. Statista counts 442,000 resignations in the UK in the second quarter of 2022 alone, 26% higher than in any previous quarter since 2001, as more people opted for a change of direction.

This leaves many big shoes to fill, and with the cost-of-living crisis strangling businesses as well as households, attracting and retaining talent with salary alone is no longer an option - top talent today demands more from a career than just money. Businesses are beginning to realise this and are aligning investments accordingly.

“We will continue to see a shift towards technology-enabled, sustainable, and wellness-focused home and office environments in 2023 and beyond,” says Andrew Cowling, channel marketing manager at PFU (EMEA) Limited. “We will also see continued growth in the use of technology to support remote and flexible work arrangements, continued focus on wellness and sustainability in the home and office, and an increased emphasis on mental health and well-being in the

As we welcome in a shiny new year, it’s time to turn our minds to the months ahead, and how our sales strategies can better align with the underlying trends for 2023

workplace, with more businesses offering resources and support for their employees’ mental health.”

So what does all that mean for dealers, and how can we prepare 2023 marketing strategies to capitalise on these underlying trends?

THE APPEALING OFFICE

Going back to that Microsoft research, it also found that 73% of employees say that they need a better reason to go into the office than just company expectations. Businesses need to embrace the fact that workers go into the office for each other, and put collaboration at the heart of the office design. “The role of the workplace has changed for good,” asserts Russell Brown, head of SOHO sales at Brother UK. “Businesses are reimagining their

office spaces to manage costs, encourage collaboration and provide an attractive destination for their people as they shift to permanent hybrid working models.”

Elisabete Wells, regional marketing director for ACCO, agrees. “The days of cold, sterile-looking office spaces are over. Employers are introducing things like soft furnishing, open plan layouts and ergonomic accessories to make the office both inviting and functional - and dealers should be offering these types of products to their customers.”

Over the course of 2022 there was a significant rise in the number of residential-type furnishings appearing in the office. At its most basic, sofas and meeting pods are fast becoming an office staple; at the more eccentric end, beanbags, telephone booths and

Selling solutions for the overall experience you’re trying to convey should be the way forward

nap spaces are finding their way into offices too. Simon Howorth, marketing and design manager at DAMS, points out the importance of creating a unique aesthetic in the office, particularly when it comes to attracting and retaining talent.

Forward-

“Forward-thinking companies are winning at the office game and forging a reputation as an environment people would like to work in. The most successful businesses will alter their workplace strategy to focus on making it somewhere that people want to be, to not just get the best out of their employees, but also to retain and motivate the most talented workers.”

And it’s not just contemporary office furniture that can make our product offerings 2023 ready; there are other employee concerns that can go a long way to being addressed with smart product promotion. From smarter storage solutions to ergonomic improvements for wellbeing, those needs remain with us still today. Elisabete believes a more contemporary concern - and one which should not be overlooked

- is health and hygiene.

“Safety still a concern for many. With airborne illnesses such as the ‘flu circulating at this time of year, employers need to ensure that the office is safe for their people. Air purification is playing a major role in that, and resellers should be playing up the benefits of clean air to their clients looking to enhance the safety of their workplaces.”

SELL SOLUTIONS NOT PRODUCTS

It can be tempting to embrace future business trends simply by adding more products to the catalogues, but that’s about as relevant as a fax machine today. Clients want to see holistic solutions to the challenges they face. “Selling solutions for the overall experience you’re trying to convey should be the way forward, far from just products, page after page,” says Marc Pinner, marketing director at DataDirect.

Take IKEA as an example. From its showroom to its catalogue, this brand knows that products sell better when they

thinking companies are winning at the office game

worktables

Inclusive office design is about accommodating choice, flexibility and practicality – a work environment that benefits everyone. Worktables are a modern office trend based on a multi-purpose table system that can be customised for a variety of uses and environments. Worktables offer companies one way to reconfigure their workspaces with a focus on collaborative spaces while offering unassigned individual workstations.

are demonstrated as a package. Its presentation of furnishings, storage solutions and other items within a complete set up of a room helps customers visualise how each product could work for them, and which products complement one another.

While dealers may not have the resources or the flexibility to set up an IKEA-style photoshoot for products, that doesn’t mean they can’t learn from the Swedish furniture giant. Cross-promoting things that work well together (‘Oh, you’re interested in our office sofa? Would you like a coffee table to go with that?’) can help drive revenue while also demonstrating to clients an understanding of what they are trying to achieve.

This demonstration of understanding should be fact-based. Marc notes that dealers should be getting under the skin of what’s best for the businesses they are working with. “Dealers should be consulting on what are the best options for businesses, going forward. They should start with a deep understanding of their business customer, what their plans are for the future of work, how these differ from their competition and how

location plays a part in this. Then it comes down to solutions that not only meet these objectives but, importantly, exceed their customer’s expectations.”

Russel from Brother also highlights the benefits of basing sales strategies on solid foundations of customer need. “It might sound simple, but there is no better way of understanding what a customer needs than talking to them about what their challenges are and engaging them in a needsbased assessment. Such an assessment can cover everything from whether people have the right office chair and laptop riser at home, to avoid occupational injury, to efficient printer models that help boost productivity while keeping the company’s network secure.”

Consulting with customers can range from something as simple as an online survey through to an offer of in-person premises visits for the most important clients. Developing sales strategies without ensuring a firm grasp of customers’ needs and objectives won’t work – modern marketing calls for clear consultation and really listening to what the client wants.

The days of cold, sterilelooking, office spaces are over

IGNORE HYBRID AND HOME WORK AT YOUR PERIL

There’s no doubt that businesses would like more workers to be back in the office; figures from LinkedIn show that remote opportunities have fallen on the site’s job listings, from 16% at the start of 2022 to just 12% in December - but that doesn’t mean everyone is back in the office all the time.

Lawrence Savage, UK Marketing Manager for ExaClair, emphasises that there are still a large number of people who are at home for at least part of the week. “Having peaked at 49% during the height of the pandemic, the number of British workers basing themselves from home for at least one day a week sits at around onein-5, which remains higher than 2019 levels of 12%.”

Given that dealers are frequently geared to providing products to businesses, it can seem challenging to market to the home-based worker as well - but Marc from DataDirect says that the building blocks are all there; there’s just a need to tweak the offerings to suit this demographic. “With an integrated delivery system it won’t matter where products go, as long as they are fit for purpose. Smaller quantities and smaller formats will be generally required at home, but professionalising the home should be an equal focus.”

Elizabete points outthat not all home workers will have an adequate set up to maintain good ergonomics when working. “Many staff are still working with makeshift setups at dining tables

or sofas. The focus for home working needs to be on ergonomics and preventing aches and pains. Poor alignment has been linked to several serious health and bodily issues, so combatting those is a priority for both employers and employees.”

Remember that guidance from HSE states that employers have the same health and safety responsibilities for people working at home as for any other worker. This encompasses not only the use of equipment like computers and laptops safely, but also addressing stress and mental health needs - even if a dealer’s primary market is business-to-business, there is still a place in sales strategies for offering products more tailored to homeworkers.

Without doubt, 2023 is going to come with some unique challenges and will give the dealer community plenty to think about - but with the right mindset, and a willingness to think creatively, we can all look forward to a fruitful year ahead.

The number of British workers basing themselves from home for at least one day a week sits at around one-in-five

Upgrading your e-commerce strategy

ollowing the COVID-19 pandemic e-commerce has grown substantially, and it doesn’t show any signs of slowing down. According to Statista, in October 2022 the percentage of total retail sales in Great Britain increased to 26% from 25.5% in September and 24.6% in August.

Mark Allen, general manager at Don Ruffles, believes the pandemic provided the online market with a challenge. “Many people think that the pandemic played into the hands of the online businesses, but it was

much the opposite,” he says. “The online market has become saturated with more competition with different business models - it’s more competitive if you’re hoping to be found online.”

To stand out you need a strong e-commerce sales strategy, and to actively engage in e-commerce if you are going to sell successfully. You need to take action in the following areas.

MAKE SURE CUSTOMERS ARE HEARD

You must provide the best quality customer service possible to encourage sales and

customer retention.

According to the Super Office’s annual customer service study, only 62% of business reply to customer enquiries - and the ones that do have an average response time of 12 hours. Businesses need to make sure they are answering customer enquiries quickly and accurately to create a positive sales experience. This could include:

● Enquiry emails: if a customer sends you an enquiry email you must make sure this is sent to an inbox which is monitored by experts who can answer quickly, and with the correct information. If you have already have an enquiry email on your

website, double-check that it’s working and that the enquiries are being received by the relevant people.

● Chat bots: including a chat bot on your website provides immediate support for customers as bots can run for 24 hours a day. They can be programmed with product knowledge to advise customers on which product is best for them and help to provide a seamless shopping experience.

PROVIDE THE RELEVANT INFORMATION

To minimise the need for customer enquiries you should include product descriptions, delivery details, shipping costs and information regarding returns on your business’s website. You must make sure this information is regularly updated, so implement a strategy to maintain accuracy, and schedule regular checks on online products descriptions.

FOLLOW-UP ON CUSTOMER ENQUIRIES

Keeping customers informed is key to keeping them happy - but, according to Super Office, 90% of companies do not acknowledge or inform the customer that an email has been received, and 97% do not send a follow-up email to customers to see if they are satisfied with the response. Skipping

these steps will increase the likelihood of the customer walking away.

Following up on all customer enquiries - not just purchases, returns and delivery progress - means the customer is always updated and confident in your business’s ability to deliver.

SALES CHANNELS

Upgrading your sales channels by implementing an omnichannel sales strategy will expand your sales opportunities. An omnichannel approach to selling enables customers to buy from multiple channels - for example, online from a desktop or mobile device, via social media or in storeas there is integration between distribution, promotion and communication.

Businesses can utilise social media in their omnichannel sales strategies by using shopping tabs, which take the customer to a page where they can view products and then follow a link to the business website to make their purchase. This is available on social media sites such as Instagram and Facebook.

DATA

Making full use of data is a must when you’re looking to upgrade your e-commerce strategy. There are three main types of data and you need to work out which is the most beneficial for you.

● Sales data - can monitor sales and forecast trends to help your business predict demand and manage stock across all of your selling channels. In an omnichannel sales approach, data from different channels can identify the platforms where most of your businesses sales come from. Once this has been established, you can maximise engagement on these channels and reduce spending on the channels that don’t deliver results.

● Customer data - is key to understanding customer behaviour. It measures information about your customers and what they are buying to improve the customer experience, increase the possibility of a sale and shape future marketing campaigns based on customer interest. Don Ruffles’ trading sites “have

The online market has become saturated with more competition with different business models

gathered years of valuable customer data”, according to Mark, and they are currently developing a strategy “to utilise it and be cleverer about it”.

This includes “categorising our previous customers, analysing which business categories are buying which products, which marketing works with those accounts and marketing to those in a different way while continuing to make sure we are the experts in those fields offline with our highly experienced staff.”

● Product data - contains information about the different products offered by your business for online purchase – it includes the product category, pricing, product reviews and other relevant information. It can be used to identify which products customers search, view, purchase and combine with other purchases. Product data can be used to improve how

businesses price their products, retain customers and market their products.

However, whilst data is a great way to upgrade an e-commerce strategy, it is also one of its biggest threats. Over the last few years e-commerce data breaches have been worryingly common and have highlighted the actions to take to protect your data in the case of a security breach:

● Never hold more data than you need to

conduct your business.

● Establish a plan specific to your business on how much to hold that will balance customer experience, business needs and security.

● Install firewalls, and conduct regular audits, to make sure your security measures are working as they should.

As e-commerce continues to grow upgrades must be made across your business, from customer experience to sales channels and data, if you’re going to stand out from a growing crowd.

For Don Ruffles, there are two things at the heart of their e-commerce strategy for 2023.

“Content has always been king when being found online, which we will be improving as part of our sales strategy,” Mark says, “but utilising our own data has to be high up there for us in 2023 and beyond”.

Don Ruffles’ trading sites have gathered years of valuable customer data

The trouble with the holidays being over is that some of our team are easing themselves back into work so gently that we still haven’t processed any orders even though we’ve been back for over a week. It’s lucky that the customers around here feel the same way; everyone is relaxed, with the exception of the customers from the big smoke.

The customers from the big smoke are a different breed altogether; someone obviously dies in their organisation if they run out of paper and if their toner hasn’t been delivered on time it means they automatically go

out of business. I’m being sarcastic, of course, but that’s exactly how they react. We deliver their paper by ambulance now with flashing lights and a siren, and we carry it out on a trolley with a drip attached for good measure. This works in our favour because it makes them feel important, and allows them to feel that they can take out their bad tempers on the stationery supplier.

People love to take out their frustrations on the office supplier. They blame us for everything simply because we are a soft target, and they know that we’ll cower in fear like a faulty shaking shredder as soon as they threaten to take their business elsewhere.

We’re our own worst enemy. We come up with offers we can’t fulfil like ‘Our products are guaranteed to last ‘, or ‘We’ll discount your prices even outside of your contract’. The words ‘Next day delivery’ are the biggest problem, in my opinion. The person who first suggested ‘Next day delivery’ should be strung up alongside the person who invented mosquitos or non-alcoholic lager.

I’d like everyone to adopt a new slogan for this year, ‘Might be in a couple of days if in stock, if not in stock you might have to wait for a while, but I’m sure no one in your organisation will die due to the delay.’

How would that look on the front of a mailer? Let’s go for it!

This year, the good Father wants to replace the promises of ‘next day delivery’ with a new slogan

Bringing hope, peace and unity to the good brethren of business supplies

Life hack

extra cozy for the colder months but, if your candles are burning too low to reach the wick, there’s no reason to go without your favourite scent. Instead of burning your fingers, light a piece of uncooked spaghetti to reach right into those deep candles.

Deep sea discovery

Scientists have discovered a new kind of seaweed 100 metres below the surface of the Antarctic Ocean, says BBC News. Researchers found the red algae, palmaria decipiens, and successfully collected samples to examine further. The team, including researchers from the University of Aberdeen, found the seaweed using a remotelyoperated vehicle (ROV).

Researchers say the discovery is “important for furthering our knowledge of Antarctica”. The seaweed was discovered by a team of researchers working at the Rothera Research Station on Adelaide Island, off the southwestern Antarctic Peninsula. The project, funded by the UK Natural Environment Research Council, set out to clarify the maximum depths that seaweed could grow in Antarctica, using a ROV dispatched from a small boat. DNA sequencing was then used to confirm the types of seaweed found.

The speed of a computer mouse is measured in ‘Mickeys’. A British scientist first invented the roller-ball device in 1946, while working for the Royal Navy, but the word ‘mouse’ wasn’t coined for it until 1965.

Otter spotter

Did you know? PUB QUIZ

THUMBS UP!

A baby otter is being cared for after being rescued from the side of a busy road, BBC News has reported. The baby otter was found near Monymusk, in Aberdeenshire, at the weekend, as traffic missed her by inches. Her rescuers wrapped her in a towel and took her to safety after advice from a local animal charity; she will remain at the New Arc rescue centre, near Ellon, for at least the next 12 months.

“We found her at the side of the road,” said one of the original rescuers, Laurie Lee. “It was dark; she wasn’t running away, and passing cars were only narrowly missing her.” The otter - now named Baby Belle - is thought to be about five weeks old. “She is on a specialised formula substitute milk and will soon be introduced to a milky fish soup,” explained Keith Marley of New Arc who offered guidance on what to do. “She will remain here at the centre for at least the next 12 months. Once she is old enough to be weaned, and on a fish diet, she will be introduced to one of our otter enclosures.”

1. Which football club plays its home games at Loftus Road? 2. Continental United States has four time zones; can you name them? 3. What was the Turkish city of Istanbul called before 1930? 4. From which US city do the band The Killers originate? 5. Name the coffee shop in US sitcom Friends.

Knock me down with a feather

A potty rescue

As reported by Sky News, an evening of potty training went badly wrong after a toddler got her head stuck in a toilet seat. Kay Stewart, 37, had been trying to potty train her two-yearold daughter, Harper, at their home in Wallsend, North Tyneside. However, the toddler decided to try to wear the seat around her neck and got into difficulty, crying, “Mammy, I’m stuck.”

Ms Stewart’s efforts to get the seat off were unsuccessful and, in desperation, she asked her 16-year-old daughter Shannon to call for help. Tyne and Wear Fire and Rescue Service dispatched a crew from Wallsend Community Fire Station and arrived within minutes. They used small tools to remove the potty, and amused Harper’s siblings with the blue lights on their fire truck.

Queen’s Park Rangers

New solutions for hybrid working

As we enter 2023, the industry continues to face a number of challenges. From the pressure of rising energy prices and war in Ukraine, to inflation and the threat of recession. Throughout the year we will be hearing from leading industry experts to shed light on the challenges of this industry and their advice on how to address them.

This month, we spoke to Ben Appleby, director of commercial print supplies, at Exertis on the new solutions that are needed to support customers as hybrid working in 2023.

“Over the past two years a lot has changed – the implementation and colossal rise of hybrid working, its adaptation after its initial impact, and the way in which we host and take part in meetings (and the technology we use to do so) are key developments. This swift development saw an increased demand for technology

to be used in the home, such as AV, communications and print – and it all had to be executed quickly to enable staff to be set up efficiently.

“We’ve been a trade-only wholesaler for more than 30 years, and therefore are trusted to deliver for our customers endusers. We support our dealers through our in-house technology experts and have great relationships with a wide variety of businesses; enabling us to track the market trends and demands and adapt our offering and expertise accordingly.

“Some may say that now, with hindsight, much of this was done in haste, because it has now become apparent that as people were adopting the hybrid model, there was no thought for ‘what happens next’. Now we are seeing a need for customers to refresh kit, or upgrade to newer solutions, to keep up with the continuing demand of hybrid working which is still in full force.

“In 2023, it is inevitable that there will be a lean towards the renewal of hybrid working components, which must be embraced across the industry. Adapting your offering and expertise are key to supporting your customers and meeting their specific needs.

“As the shift in hybrid working continues to take hold, and with uncertainty around other market factors, Exertis can support these technology requirements, alongside their ink, toner and general office product requirements to ensure that their needs are met for hybrid working in 2023.”

Dealer Support welcomes in the new year and BEN APPLEBY talks about the new solutions that are needed for hybrid working in 2023

As people were adopting the hybrid model, there was no thought for what happens next

Ben

Appleby Director of commercial print supplies, Exertis