Dealer Support March 2023

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THE INDUSTRY EVENT FOR ALL UK DEALERS’

Putting a Spring in your step!

Happy March! It is officially Spring, the daffodils are here, Easter eggs are filling up the shelves and the clocks go forward in a few days’ time meaning the hours of sunlight will only increase from now on. I don’t know about you, but that’s certainly enough to put a spring in my step!

In keeping with the uplifting theme, this issue features three interviews with businesses who have grown, pivoted and succeeded despite the multitude of challenges they have faced in the last few years.

Steve Weedon, CEO of Print-Rite Europe, tells us how his company had to change their whole business model to deal with the impacts of COVID on ways of working and John Green, MD of Commerce Business Systems, describes how he has defied the odds to achieve business growth and success during the tumultuous times we have all experienced over the last three years. We also sit down with Jeanette Bresitz, managing director of Office Friendly, who explains why she believes dealer businesses are stronger when they work together.

As usual, we have a focus on increasing sales and pushing for diversification in dealer businesses, and this month we look at how dealers can diversify their product offering and make the most of the burgeoning education market. We also take a look at how dealers can capitalise on the benefits of effective collaboration in the office by selling products that encourage and support successful collaboration in the workplace. Talking of collaboration, Father P reflects on why in the unpredictable world of office supplies, attending conferences and mingling with your fellow colleagues, competitors and suppliers, and the feeling of camaraderie that brings, is beneficial.

As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport.

Ellie Potter Editor

INDUSTRY

06 THE MONTH THAT WAS The headline news from the industry

08 NEWS EXTRA

How lack of collaboration can cause failure in the workplace

09 SELLING SUCCESSFULLY IN THE ECOMMERCE ENVIRONMENT

Advice from Ben Jarvis at ECI Software Solutions

10 ABOUT TURN: REPOSITIONING A BRAND TO COPE WITH COVID

Print-Rite Europe’s CEO Steve Weedon on the changes the business has gone through

LEADERSHIP

14 BEAT THE ‘GREAT RESIGNATION’ 2.0

How to attract and retain the best talent for your business

16 WHY SHOULD YOU ATTEND DEALER SUPPORT LIVE 2023?

Join your fellow dealers from around the country for a day of networking and learning!

18 GROWING AGAINST THE GRAIN

How Commerce Business Systems has defied the odds

21 EXPLORING NEW FUTURES WITH PREMIER

The paper ranges that are sustainability game-changers

22 EMPOWERING DEALERS THROUGH WORKING TOGETHER

Office Friendly on the benefits of working as a community

SALES SUCCESS

26 SELLING INTO THE EDUCATION MARKET –HOW TO FIND YOUR EDGE

How can dealers make the most of this burgeoning market?

30 COLLABORATION IS KEY

The products you should be selling to capitalise on collaborative working

LIVE IT

34 FATHER P. CLIP

The good Father on the importance of conferences and camaraderie

36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FINAL WORD Recycled vs virgin – or both?

“Technically, these guys are all competitors in the marketplace, but they absolutely have each other’s backs, and they’re there to support each other.”

THE MONTH THAT WAS

for London Stationery Show is live

Registration is now officially open for this year’s London Stationery Show, which is taking place between 16 – 17 May at the Business Design Centre. Hosting a curated collection of industry icons and rising stars, London Stationery Show is the ultimate place to source products for next season -

with all the best stationery, arts and crafts, paper product and writing instrument brands on offer, retailers will discover a host of original pieces to build an inspiring product range and attract their buyers.

Visitors to this year’s show will have the opportunity to browse over 150 of the biggest, boldest

ASL Group makes new acquisition

ASL has announced the acquisition of Sharples Group. Following the acquisition of B&M Office Machines in 2020, Sharples extends ASL’s reach in the North West and further enhances its service for customers.

Sharples is the sixth acquisition ASL has completed since the investment by Primary Capital Partners in 2019, and continues ASL’s vision to be the largest independent workplace technology solutions provider in the UK.

“We are delighted to welcome Sharples onboard,” said Duncan Forsyth, CEO of ASL. “They have established a fantastic reputation over the past 45 years for providing exceptional customer relationships. Sharples pride themselves on placing their customers’ needs at the front of their trading practices, which aligns with our core values entirely. It’s our mission to be able to provide impartial, independent advice for all business office requirements, and we look forward to working with their well-established service base in the North West and building on its success.”

and best brands from across the globe, which will be gathered under one roof to showcase their hero products and latest offerings. Already confirmed for the spring event are Edding, ExaClair, Jakar International, Manuscript Brands, Once Upon A Tuesday, Pentel and many more.

New hardware tools supplier for Nemo Office Club

Dealer group Nemo Office Club used its recent Kickstart event to launch a new supplier to the market, FP Tools - specialists in hardware tools and equipment. The new supplier was introduced to members at the networking event in which dealers were introduced to new suppliers and product categories in a well-organised ‘eight-minute speed dating’ fashion.

“It was fantastic to meet with dealers face-toface” explains business development manager, Josh Beaumont. “We have been working with Nemo Office Club for some time now, using their excellent marketing support to produce the tools to help us enter what is a new market for us. We are excited by the partnership, and believe there is an excellent opportunity for members to expand their offering and enter new markets themselves.

Registration

Exertis UK appoints Tim Griffin as new CEO

Exertis UK has made changes to its senior management structure as part of its ongoing commitment to growth and customer experience. Tim Griffin has taken operational leadership of the Exertis UK business, becoming CEO. In this capacity he will take direct responsibility for the entire Exertis UK retail and B2B operations, and have oversight of other businesses in the UK and Ireland of parent company, DCC Technology.

Tim will lead an ambitious development plan for the business in the UK to drive growth, innovation and market leadership. “The size of the opportunity in the UK, both now and in the future, is a major prize and I’m excited to be taking the CEO role leading the evolution of our UK business as we drive it onwards to ever-greater success,” he says.

Durable certified carbon neutral

Durable are now a certified carbon-neutral company. To achieve this, they partnered up with ClimatePartner to determine the company’s corporate carbon footprint (CCF).

“As a company, we have a great responsibility towards our customers, partners, employees and the environment. This is why we have taken the first key step by calculating our carbon footprint,” explains Durable’s MD Rolf Schifferens.

The footprint that has been calculated is the cornerstone of a fully comprehensive sustainability strategy. “Our goal is to continuously reduce our current carbon footprint. To achieve this, we have drawn up a list of measures that we are addressing as a priority,” says Schifferens.

Corporate carbon neutrality includes both direct emissions, which are produced by the company itself (e.g. generation of electricity and heat, vehicle fleet and fugitive gases), and indirect emissions, which arise as a result of purchased energy, business travel and employees commuting to work. However, other indirect emissions that are produced outside the company in the manufacturing of raw materials and intermediate products, external logistics, the use and disposal of products, or other processes play no role in the calculation of carbon neutrality.

Premier grows in Glasgow

Premier has recently expanded their operations in Glasgow, with a move to larger premises; this follows unprecedented growth and success in recent years, allowing for this exciting expansion of Premier’s Scottish hub. The company’s commitment to continuous improvement and development is demonstrated through ongoing investment in improved service capabilities throughout the UK.

“The opening of our new Glasgow site is a positive move for the company,” commented Mike Banks, Premier’s operations director Midlands and North. “This bigger, better and more accessible facility can hold more stock, enabling us to improve our capabilities with a fast, flexible and efficient service to our customers.”

Based in Coatbridge, Premier’s new site is in excess of 20,000 square feet, hosting a generous warehouse unit with over 1,600 pallet locations and 4,000 square feet of warehouse space for bulk-stacked products. Bigger and better than before, Premier’s new Glasgow site also has a dedicated secure yard, comparatively larger than the previous one. “The branch’s ability to hold increased stock will further support our same and next day service offer,” explains Mike.

“We have 11 people in the team based at the new site, five of whom are working in logistics. The new location is a secure, pleasant and more modern environment to work in, and easily accessible to the road network.”

NEWS EXTRA

Lack of collaboration can cause failure in the workplace

In the modern office, collaboration is king. Collaborative working encourages your employees to work together and share their skills and knowledge to generate new ideas to achieve your company goals.

Encouraging collaboration in the office can bring benefits right across the business. It can boost employee engagementhelping to motivate your employees and increases productivity, retention rates and client satisfaction - and expand the skills of your team by encouraging employees to work together, give and share feedback, and streamline the progress of your projects by enabling lots of people to tackle a problem that one lone person might have taken a week to solve. It can also help to improve employee wellbeing.

Collaboration encourages your team to work together and share responsibility and, equally, a lack of collaboration can translate to uneven workloads which can lead to stress and employees feeling disengaged and unappreciated.

Make sure you’re encouraging collaboration among your workforce - here are eight strategies for boosting a collaborative workplace culture to get you started.

●LEAD BY EXAMPLE: encourage collaboration by working collaboratively yourself – it’s important to model the behaviour you want to see in your employees.

● FOSTER A POSITIVE WORK CULTURE: employees are more likely to be collaborative when they feel valued and supported. Try and encourage a positive culture by promoting open communication, recognising employees’ contributions, and encouraging teamwork.

● CREATE OPPORTUNITIES FOR TEAM BUILDING: team building can help build trust and encourage employee

communication and respect. Activities can range from social events to off-site retreats, where employees can get to know each other better and build stronger relationships.

● ENCOURAGE DIVERSITY: encouraging employees from different backgrounds, experiences and perspectives to work together will generate new ideas, and better solutions and promote respect and understanding between team members.

● ESTABLISH CLEAR GOALS AND EXPECTATIONS: communicating goals and expectations will help you and your employees work better together to achieve them.

● RECOGNISE AND REWARD COLLABORATION: performance evaluations, bonuses and other incentives can help to recognise and reward those employees who are going above and beyond to collaborate, as well as encouraging teams to collaborate more.

● PROVIDE A COLLABORATIVE WORKSPACE: a workspace designed to facilitate collaboration can encourage employees to work together. Provide meeting rooms, breakout areas and other spaces where employees can come together.

● USE COLLABORATION TOOLS: technology such as video conferencing, and accessories such as headsets and microphones, can help employees communicate and work together more effectively, especially when they are working remotely.

Making sure you are creating a collaborative culture is becoming increasingly important; it can impact the productivity, retention and wellbeing of your team. Not sure what’s out there to help you get going? Head to page 30, where we take a close look at the best collaborative tools for the new hybrid office environment.

Statistics show that 86% of employees and executives say that lack of effective collaboration and communication are the main causes of workplace failure

Selling successfully in the ecommerce environment

By BEN JARVIS, product manager at ECI Software Solutions

With the world of commerce moving increasingly online, those vital, over-the-counter, conversations with customers are becoming fewer and further between. While some may argue that this has damaged the loyalty felt towards brands, there’s no reason why a website can’t offer the same level of highly personalised and good quality service. Here’s how.

GATHERING RELIABLE INSIGHT

To succeed online, real world conversations with customers around current requirements and future demand need to be replicated.

Specialist technology lets businesses track important KPIs, enabling them to build a clear picture around their most and least popular products - should you notice a sudden spike in demand, action can be taken to ensure customer requirements can be met.

Similarly, the ability to analyse shopping basket abandonment rates, website traffic and other, more advanced, analytics can enable a business to develop a clear picture of what customers are looking for so that, over time, up and cross-sell opportunities can be promoted accordingly.

INTEGRATING ONLINE AND IN-STORE SALES

With transactions happening faster online, records can quickly become outdated; eventually, these stock management inaccuracies can lead to replacement stock being ordered too soon or, worse, losing out on sales due to items being out of stock.

It’s crucial that all departments are connected via a single business management system; this will ensure that the sales team has access to the latest inventory data, as well as any potential delays that may result in a customer being sold a product that isn’t currently in-stock.  This information should also be fed

through to the website to ensure that those shopping online receive the same level of great quality service as those shopping in-store.

ADDING A PERSONAL TOUCH

Of course, every brand is different, and the implementation of ecommerce shouldn’t result in brand identity being lost. The ability to customise a website - and easily amend the products and deals displayed - is key to driving a higher volume of sales and maintaining brand loyalty.

Similarly, when configured correctly, online self-service options can create a far more streamlined shopping experience for a customer. The ability to access quotes, view order history and amend the status of an order can save a busy customer countless hours of time and stress.

Sound good to you? To find out more about how ECI’s software can help your business, visit https://www. ecisolutions.com/ en-gb/products/ horizon/

About turn: repositioning a brand to cope with COVID

What do you do when your entire business model is threatened by the impact of the pandemic? One CEO shares what it takes to turn things around

The pandemic shock made many dealers reconsider their ways of functioning and doing business. As restrictions relaxed, and the world opened up, many looked forward to returning to business as usual. Steve Weedon, CEO of Print-Rite Europe, was hopeful that 2022 would bring with it a return to normality - however, he was disappointed. “What’s transpired is that there’s no such thing as going back to normal, because that normal has gone.”

While many businesses are coping with the new hybrid ways of working - with people at home some or all of the time, and offices less well-populated - for most, this is just a case of figuring out logistics. For a company like Steve’s, reliant on selling consumables to offices, the impact of this transition has been far greater. “Traditionally, our business has been manufacturing and supplying consumables for office-based printing.

“You can imagine, during COVID when people didn’t

go to the office, it was a very thin time for everyone concerned. We came out of that in 2022, but it soon became very obvious that we needed to become much more agile.”

Although, as people trickled back to the workplace, Print-Rite was seeing an uptick in business from the drought of 2020, it wasn’t back to where it once was. Steve had a desire to future-proof the business from sudden shocks like this in the future – and he knew this would be a challenge. “We ended up changing our whole business model. We’ve come from a direct distribution model which we ran for many years with our own warehouses, and our own staff, right around Europe.

“We closed all that down, and spun it around. We now have an authorised distributor model, where we authorise distributors in regional territories, regional countriessometimes more than one in one country, depending

upon the size.”

The move to this model has been a deep and fundamental change for Print-Rite. It has seen new distribution partners brought on board, some offices closed, and a downsizing of staff. On February 1st 2022 Print-Rite announced that it had completed the transition of the Pelikan Printer brand to the new model, and that it would cease direct trading.

“It’s a bit like stopping a tanker in the English Channel because you realise you’re going the wrong way, you’ve got to turn it round and you’ve got to start going back in the opposite direction. That’s what we’ve done, and we’ve done it a little bit quicker than we anticipated, but it’s been hard work.”

that tanker in the Channel, and we’re now going in the opposite direction. What we need to do now is to get up some more speed.”

So, looking ahead, Steve’s mission now is to stoke the boilers of his ‘ship’ and get things moving. So far, around 41 countries have authorised distributors for the Pelikan brand, but there is still a long way to go. Central and Eastern Europe, as well as parts of the Americas, remain key opportunities where partners are still being sought.

Operating worldwide comes with its own challenges, and working well with partners and businesses in different geographical areas requires a deep understanding of their pressures and preferences. Depending on the location, in-person may be preferred to online, terms and conditions may be different, the customers they sell to might change. “That’s the sort of thing we have a challenge with. We have to stop and say one model doesn’t fit all, so what do we need to do to support the reseller, or the authorised distributor, to earn more market share?”

THE CHALLENGE OF SELLING QUALITY

LEARNING THROUGH CHANGE

For Steve and his team the past year has been a huge upheaval, but the end result was worth the stress. As custodians of the 185-year-old Pelikan brand, Print-Rite has delivered better customer satisfaction by bringing the welldemanded products closer to the end-users. However, Steve admits that getting this done has involved a steep learning curve.

“We learned to be more agile and not fixed to decisions even though we made them in previous years, because times have changed. We quickly learned to listen; we now listen very acutely to what our customers are saying. Above all, it’s a question of helping our customers, who are resellers and dealers, to become much more profitable.

“We’ve had some really good success; we’ve turned

Regardless of the change of business model, one challenge that remains ever-present for Print-Rite and the Pelikan brand is that of competing with unbranded products. White label resellers are in a race to the bottom to offer the cheapest product possible - and that’s not a race that Steve wants to get into.

“This race to the lowest price with a white box is essentially a faceless relationship list sale. Normally, that customer won’t come back to you again next month, or the month after that, unless you are the lowest price on that day when he’s looking. That’s not a good business model; I call it a ‘cul-de-sac business model’ because, once you’re in, there’s no way out.”

This means that, to be successful, the brand has to be sold on more than just price. Print-Rite has harnessed the power of added value to deliver its sales, focusing on the quality of the product rather than trying to compete with lower cost sellers. “We have very high quality product because we have the brand to protect. I can’t

Above all, it’s a question of helping our customers, who are resellers and dealers, to become much more profitable

mess around with a 185 year old brand, so it’s all about quality - we actually call it an OEM quality. We don’t sell by being the cheapest in the market; we sell with a value add.”

For sellers that are always focused on being the cheapest, securing a sale with quality at the forefront might seem like a difficult task; difficult, but not impossible. Now Print-Rite needs to pass on these skills to a new breed of sellers - its authorised resellers around the world.

Steve has passed on his full belief in the quality of the product, and he is already seeing great results from his resellers. “Often, our sales people working for an authorised distributor come back and say, ‘You know what? The price doesn’t come out until the end now’ and that’s right, because you’ve sold the value add.

“You’ve sold what this product is. They know a white box is going to be cheaper than the OEM - they know it’s going to be more expensive than a white box that’s currently sold on price.”

A quality product sold at a fair price, especially when considering all the research and development that’s gone into it, is a win-win all round. The dealer makes a better margin, the salesperson gets a better commission, and the end-user has a superior product he can rely upon. Rather than racing to the bottom of the price list, dealers have the opportunity to focus on customer retention and exemplary service, kicking the whole operation up a notch.

ADVICE FOR THE INDUSTRY

Steve’s mantra is all about doing the right thing in any given situation, innovating when there’s room to do so, and not being afraid to change it up when things aren’t going to plan. “Ultimately, you have to do a sanity check and ask yourself every Monday morning, ‘Are we doing the right thing?’ and then have another go. It’s a continual effort as you move along.”

For Steve, having the Pelikan brand under his care involves a constant commitment to keeping it alive and well; wrapped into this is being unafraid to make a significant change if it means the difference between thriving or just surviving. “We’ve got the brand, and we need to feed the brand. It’s a bit like a monster sitting in the office and you need to throw it some vanilla sticky buns every now and again, to keep it fed - because if you don’t it gets lethargic – and maybe even dies. One day it will get fed-up of the vanilla sticky buns so you’ll need to throw chocolate ones at it!”

There’s no such thing as going back to normal, because that normal has gone

Eco-friendly CO2 reducing toner cartridge solutions you can’t miss!

In an era where global warming is an urgent matter that concerns us all. Pelikan branded EcoFriendly toner cartridges are now available that use innovative patented technologies to reduce the CO2 footprints by as much as 75% compared to new OEM originals.

These patented pioneering technologies have taken more than 10 years to develop and create three product groups that are designed to reduce the CO2 footprint, increase the reseller profit margins, and fill the increasing demand from end users looking for better environmentally friendly products. Pelikan branded ‘no waste’ toner cartridges

have eliminated the waste toner generated in the normal life cycle of OEM original cartridges and Remanufactured cartridges.

This is achieved by using new innovative technology within the cartridge, saving up to 15% of the toner fill weight which is usually left in the cartridge at end of life, and usually ends up in land fill. That reduces the CO2 footprint, but also reduces the amount of plastic used in the cartridge design and extends the yields up to nine times that of the OEM original, which is more CO2 reduction and a big business benefit to the reseller or MPS service providers. Eco-Friendly Duo Brother Replacement products double the yield to reduce CO2 footprint by 50% and has a patented reset counter lever mechanism to restart the

counter for the second cycle that does not involve rotating the count gearing mechanism of the original that infringes the OEM patent. Pelikan Branded Bio Based cartridges reduces CO2 footprints by a minimum of 20% and are TUV certified as Bio Based products using organic material content for toner powder and plastics. The only cartridge brand in the world that has a bio based TUV certification. Contact info@prpeu.com for range & availability. BE GREEN TO BE SEEN.

Beat the ‘Great Resignation’ 2.0 - tips for recruitment and retention in 2023

The ‘Great Resignation’ shook up the job market in 2021, and it’s not over yet. As we prepare to face the the ‘Great Resignation’ 2.0, we look at what dealers can do to attract and retain the best talent for their businesses

In what has become known as the ‘Great Resignation,’ workers around the world quit their jobs in droves during and after the pandemic. Driven by a realisation that there must be a better way, and inspired by the freedom felt during lockdowns, people began seeking more from their lives – and their employers - than just a monthly salary.

In the UK, between July and September 2021, more than 400,000 workers left their jobs; by December that year vacancies were at a record high, with some 1.3 million jobs on the market. While some of these resignations can be explained as being the result of older people taking early retirement, the number of economically inactive people aged 16-to-64 was also at an all-time high.

That was two years ago; are we out of the dark days of a mass employee exodus? Research

by the Office for National Statistics (ONS) suggests not. It predicts that up to one fifth of the UK workforce will look for another job this year. This is echoed by research by Unum UK which found that 19% of workers plan to look for a new position in 2023. The rising cost of living, coupled with a new impetus to find a better work-life balance, is heralding a ‘Great Resignation’ 2.0 which is predicted to hit hardest in the fourth quarter of this year.

RETAINING TALENT

Keeping hold of the best workers is key to any business, regardless of size or shape. Employee retention has, traditionally, focused on salary increments - something which might seem out of reach given the tough economic climate right now. However, it seems that salary may not be the top priority for today’s employees.

The 2023 Net Positive Employee Barometer showed that, although a third of workers are worried about paying their bills, a much greater proportion (69%) are anxious about the future of the planet and society. This suggests that being a socially and environmentally responsible business could pay dividends in terms of keeping employees happy – and still on your payroll.

“Blame the pandemic, blame Brexit or blame the government, but there has been a significant swing towards employee power since the pandemic,” says Tim Beaumont, managing director of Nemo Office Club, “Attitudes have changed; it is no longer just about the money. Gen Z workers seek flexibility, development opportunities and commitment to wellbeing.”

‘Flexibility’ has become the buzzword of the decade, whether it’s about allowing people to work from home for part of the week or being able to consider part-time working if it suits their lifestyles better. ONS data shows that eight million people are now working part-time, compared with just 5.8 million in 2018.

Tim believes this shift in expectations – if embraced by employers - could unlock greater satisfaction in the workforce. “A modern day work package needs to consider the wellbeing impact and whether the job is still nine to five pm, or if there is flexibility that will enable employees to manage their own time around

their personal strengths and weaknesses.”

Rewarding exceptional work remains as important today as it has ever been. For example, Appreciate Business Services’ Employee Value Report showed that three quarters of employees believe businesses which regularly reward staff were more likely to attract and retain key talent. This doesn’t always have to be expensive either; think job titles, dougnut days and low-key celebrations.

Whatever their current job role, workers need to see a clear path to progression to avoid that ‘dead end’ feeling. Employers can use performance reviews to identify areas where staff need more help, and things they are particularly interested in; give people the opportunity to flourish and grow, and the business will be rewarded with loyalty and commitment.

out for progression. Make this clear as early as possible so they can see they can learn and develop in this role.

Walk the walk: employees want to work for a company they feel ethically aligned with - but beware; they will see greenwash a mile away. Make your environmental and social governance goals not only aspirational, but achievable, and shout about the good work being done.

Think multi-generational: many retirees are looking to come back to work on a part time basis, while Generation Z employees are just establishing themselves in the workplace. Consider the priorities of the various generations you need to manage and keep happy, and align these with the needs of the business.

Flexibility remains key: consider whether new or different talent could be attracted with a part-time or remote offering. The fantastic collaboration tools available today mean that time in the office can be limited or even scrapped entirely.

ATTRACTING TALENT

Given the economic unpredictability in the UK right now, employees are looking for proven, stable businesses to commit to. Today’s successful dealers have come through the pandemic in one piece and have a lot to offer. Consider these tips to help you discover what your people need – and are hoping for - from their jobs, and lock-in the team your business needs for further growth.

Showcase the opportunities: talented people want to know there is a pathway laid

“The hybrid model certainly looks set to stay - which means geographical location is less important when recruiting,” Tim points out. “For many employees, one relatively long commute a week is preferable to travelling everyday. For the right person, the mental and physical relief of not having to travel improves overall time-management and strengthens commitment to the job.”

When preparing to hire new talent, don’t be afraid to step out of your comfort zone - LinkedIn and ‘insert name of favourite job board’ are all well and good, but consider the opportunities yet unexplored. University careers fairs, personal referrals, niche-specific social networking groups…an open mind can uncover the best people for the job.

A modern day work package needs to consider the wellbeing impact

2023

SECURE ONE OF OUR LIMITED FREE PRIORITY PLACES

SECURE ONE OF OUR LIMITED FREE PRIORITY PLACES

Why should you attend Dealer Support LIVE 2023?

Take a day out from the office and join your fellow dealers and industry colleagues for a day of valuable learning and networking!

NEW YEAR, NEW CHALLENGES, NEW CONTENT

● All-new seminars – expert-led – addressing the topics most pertinent to dealers today.

● Make it work for you – you choose your own seminars which allows you to curate your own day and create your own timetable.

● Whether workshop, presentation or panel debate, attendees are encouraged to engage with both content and speakers – after all, Dealer Support LIVE is all about active learning.

LED BY SECTOR EXPERTS

● Speakers include sector-leading specialists, renowned dealers, independent consultants and commercial experts – all with proven experience in the industry.

● A dealer is a jack of all trades; we invite speakers who can drill down into the pain points and use their expertise to help you skill-up.

● You can expect to see some popular, familiar, faces as well as new faces too!

NETWORKING OPPORTUNITIES

● You will be able to network with a cohort of fellow dealers – in their many different guises – representing the whole spectrum of the industry.

● We have made sure that there’s plenty of time – over coffee and a delicious hot lunch – to meet and speak with colleagues and peers, continuing the conversation and forging mutually beneficial relationships.

● More exhibitors and supplier partners mean more opportunities for you to see new product solutions, what’s evolving in market and to discover and compare what fellow dealers are using to streamline their organisations and improve sales and customer satisfaction.

● Plus, stay and continue the talk over postconference drinks – always a winner!

One of the things we most pride ourselves on is the fantastic feedback we receive after our events each year. Here are just some of the positive comments we have had following our previous events:

“The exhibitors were of a really high standard.”

“The venue was great; brilliant location and very accessible.”

“As always, the seminars and workshops were very good.”

“Great networking opportunity.”

DON’T JUST TAKE OUR WORD FOR IT BOOK TODAY

So, what are you waiting for? As we want as many of you as possible to benefit from a day of learning and networking, we are offering a limited number of FREE and DISCOUNTED tickets! Email hello@dealersupport.co.uk using the subject line ‘I want to come to DS LIVE 20233!’ to express your interest in tickets.

*Standard ticket price starts from £45 which includes all seminars, the exhibition, refreshments and a hot lunch.

Contact us at hello@dealersupport.co.uk

New regulations came into force on 23rd January under article 24 of the Regulatory Reform (Fire Safety) Order 2005 (Fire Safety Order) to implement the recommendations made to government in the Grenfell Tower Inquiry Phase 1 Report which require a change in the law.

WHAT DOES THIS NEW REGULATION MEAN?

Those responsible persons of high-rise blocks of flats must provide information to fire and rescue services so they can adopt and apply an efficient and effective operational response.

HOW CAN WE HELP?

As an expert in the manufacture of safety signs, we can provide a comprehensive way finding signage project for high rise buildings which helps provide crucial information to residents and firefighting personnel.

● Photoluminescent signs helps residents find their way out of the building safely in low light or smoky conditions and helps fire fighters identify where they are in the building.

● Site safety notice boards provide important information about the building, key individual contact details.

● Notice signs or tagging systems help manage any equipment checks in the building. Identifying when the item was last inspected, and any defects are highlighted.

● Fire door signs help individuals to understand which are fire doors within a building, the importance of keeping them shut and not to block fire doors.

● Fire safety notices help to provide relevant fire safety instructions to residents.

● Wayfinding signage provides an easy recognisable route. They provide direction helping people find their way easily. Help guide your customers through what they need with Spectrum Industrial. To read the full guidancehttps://www.gov.uk/government/ publications/fire-safety-englandregulations-2022/fact-sheet-overview

Think safe, act safe, be safe –fire safety new regulations are now in force

Growing against the grain

GREEN, MD of Commerce Business

John Green has been on quite the journey. After starting in August 2002 as a sole trader, John quickly realised the better option would be to become a limited company so on the 20th November 2002 Commerce Business Systems Ltd was formed.

The last 10 years haven’t always been smooth sailing, but the transformation John has managed to achieve in the business during this time is impressive. “We’ve had quite an up and down journey, as you do in business. From not having any customers on day one, to

progressively growing with a couple of small acquisitions in the late 2000s, to now having to move to new premises - and taking on next door’s unit as well due to our rapid growth and expansion.”

At its core, CBS has always been in the photocopier business, supplying copiers, scanners and printers - but over the last five years it has evolved to include IT support services too. This new offering means that a second sales team has been introduced; one sales team continues to sell the more traditional hardware while the other sells software, cyber-security, document management and more.

JOHN

Systems, tells us how he has defied the odds to achieve business growth and success during the tumultuous times we have all experienced over the last three years

GROWTH IN CHALLENGING TIMES

Whilst COVID was a time of struggle for many businesses, for CBS it was a time of growth. John credits this to the mindset he and his team cultivated during that time, “We have really excelled and grown after COVID, and I think that’s because we took the time in 2020 to refocus our minds on what we were doing, and what we should be doing, going forward.

“In 2020 we actually turned over the same amount as the previous year, which I thought was a tremendous achievement in such a torrid time. In 2021 we improved our business by 20% and then, last year, we grew by another 15%. This is all due to the hard work we’ve put in over the last three years.”

However, COVID hasn’t been the only challenge that’s presented itself over the last couple of years - far from it; we’ve had the cost-ofliving crisis, paper shortages and supply chain issues, to name just a few. Just as was the case during the pandemic, these challenges didn’t put the brakes on John’s drive and determination, they only accelerated them. “If the chips are down, I seem to get more determined to become more successful.”

This push for growth isn’t slowing down any time soon, as John has big plans for the year ahead. “I’m looking for more growth and I’ll be looking at the acquisition trail. We’ve got nothing set in stone at the moment, but if anybody out there is considering selling their business, we’re very interested in having a conversation with them about how we could help.

“We’ve increased our sales team since the start of the year by another four people, and between internal sales, account management and field sales, we are very determined to grow the customer base for new business.”

A FOCUS ON DIVERSIFICATION

Possible acquisitions to grow the business aren’t the only thing on John’s agenda; he has already started to diversify into different sectors to ensure his customer base covers a diverse range of industries. “I think it’s great having a mix. Although we’re massively into the SME market, we don’t just do corporate; we’re also quite big in education in the local area, and we service a lot of primary schools in Bradford.

“It’s so important not to just focus on one particular industry - again, that seemed to work during the COVID period where we had sectors like food manufacturing doing more business with us than they did pre-COVID, but then we had the hotel and leisure industry shut down and not spending with us at all. If we’d been solely servicing the leisure industry we’d have been in trouble but, as we service so many sectors, if one industry is having a lull it doesn’t impact us as much, as another one might be experiencing a high.”

John emphasises just how important continued evolution and diversification is, even in tougher economic times when moving into new areas may feel like a risk. “Being too slow to diversify could see the demise of a company. I remember when colour hit the MFP marketplace. Some people were scared of selling it and so took a while to add it to their product mix. Really, they should have thought of the benefits of being one of the first people to sell a new product and the innovation that shows your customers.

It’s so important not to just focus on one particular industry

“The same sort of thing is happening now. You see certain dealerships that are only doing what they’ve already done for the last 15-20 years, but they won’t be in this business for much longer because they’ll get left behind. You’ve got to diversify and take on new ideas.

“I speak to every manufacturer about what ideas they’ve got, going forward, or new products and services that we can bolt onto what we’re already doing. We’ll never change what we’re doing in the sense of the base of our business, but there are other areas which we can really grow with.”

RECOGNITION OF ACHIEVEMENT

It’s easy get bogged down in the day-to-day operations of running a business and not take the time to reflect on your achievements and the journey you have been on - but something like winning an award makes you do just that. After winning an industry award for Reseller of the Year, John had a moment to truly take it all in and celebrate his and CBS’ achievements. “I was over the moon - especially as it’s the first time I’ve even applied for anything like that. We went to London for the awards night - which was a bit of a trip for us Yorkshire boys - but it was great!”

When asked why he thinks CBS won the award, John put it down to their push to diversify and resilience in the face of adversity, which resulted in business growth. “The increase in business has been amazing. We didn’t take what happened three years ago as a negative, we turned it into a positive and pushed forward.

“We’ve increased in head counts, sales, engineering, admin support and, most importantly, we’ve increased our turnover and profit. I think the judges recognised that we’re not a company that’s just going to stand still, and they could see from the percentage increases we’ve made that we were probably deserving winners.

“I can say that now, now I’ve got the trophy in my office!”

We didn’t take what happened three years ago as a negative, we turned it into a positive and pushed forward

Exploring new futures with Premier

UK

Now more than ever, businesses have an important part to play in developing responsible procurement policies.

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A SUSTAINABLE CHOICE

Both grades are manufactured by UPM, one of the world’s leading producers of graphic papers. UPM are committed to improving biodiversity, natural habitats and the surrounding communities, and are playing an active role in building a better world, beyond fossil fuels. Responsible Fibre™ is used in the manufacture of both grades – an environmental label that ensures the paper is produced responsibly whilst growing more forests.

Matthew Fisher, sales director – Office Papers at Premier comments, “UPM and Premier share many similar CSR values, sustainability is at the very heart of both companies. The decision to become the UK’s only merchant stockist of both the New Future brands, was a natural one;

it just makes sense.”

The New Future Multi range carries FSC® certification, whilst New Future Laser is PEFC™ certified. Both grades carry the EU Ecolabel, can be recycled and feature a wrapper that is also 100% recyclable.

PERFECT PERFORMANCE

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CARBON CAPTURE

Premier’s commitment to helping customers on their journey to net zero is more prevalent than ever and CO₂ emissions from the production and delivery of the New Future range can be mitigated through the Carbon

Capture® programme, an initiative that supports the Woodland Trust, helping to create and maintain native woodland throughout the UK.

Since its launch in 2012, Premier and their customers have planted over 400,000 trees, captured 92,000 tonnes of CO₂ and donated over £1.5million to the Woodland Trust, through Carbon Capture®.

PREMIER SERVICE

New Future Multi and New Future Laser are available rom Premier for next day delivery throughout the UK, across a choice of sizes and weights. Premier have also invested in improving the way their products are delivered; their fleet of vehicles feature the latest technology engines, reducing their impact on the environment and improving their fuel efficiency.

For more information about Premier and their product portfolio contact marketing@paper.co.uk or visit www.paper.co.uk.

based paper and material supplier, PREMIER , are looking to the future with a new responsible choice of papers, delivered by experts

Empowering dealers through working together

ow would you describe 2022?

HFair-to-middling? Ups and downs? For one managing director, there’s no doubt that last year marked a happy return to normality.

“We had a buoyant year in 2022, coming out of some of the challenges that we all faced the years prior…2022 got the thumbs up from Office Friendly!”

Founded in 1994, Office Friendly’s story began when a group of independent resellers began to team up to secure exclusive trading arrangements. The company was formalised as a not-for-profit in 2000 and today it has around 120 community members.

It’s an interesting model, one where all members have a vested interest in the success of the group, regardless of their size or niche. “We are a co-operative so, irrespective of your size, as a member, you pay the same membership fee on a monthly basis,” explains Jeanette Bresitz, managing director of Office Friendly.

“It’s a member-owned organisation and everybody has an equal share - if we pay a dividend, it’s paid equally across each of the members, irrespective of size. We’ve done everything we possibly can to treat everybody equally.”

The diversity of businesses in the Office Friendly community is one of its biggest strengths. Having peerto-peer support has proven invaluable to members, but there’s a strong management team behind the organisation too. “We have a very strong board of directors,” says Jeanette. “Each of the board members is a nominated member who own one of our dealer businesses. The board is there to give support and advice - they are living and breathing the challenges a dealer’s business goes through today - and they’re on the end of the ‘phone, for any of our members or our team, to ask for help.”

A not-for-profit, dealer-owned group is proving that working as a community is more dynamic

SHAKING OFF THE PAST

Despite its long and prosperous history Office Friendly has evolved to become much more than a buying group. Founded as the ‘Office Friendly Dealer Association’, the brand has carried that name and its connotations through the years - but with all the extra strings to its bow now in place, 2022 brought with it an opportunity to rebrand.

“We’ve had this historic ‘OFDA’ flag for so many years but what our organisation was, back when it started, was solely as a buying group for the collective of members who wanted to achieve buying benefits,” says Jeanette. “We wanted to try and demonstrate that we’re so much more than that, and a rebrand was the perfect way to do it.”

The rebranding isn’t just about attracting new or different dealers to the group; it’s also about showcasing the variety of support available to members. Jeanette noted that, while the negotiation of buying terms is still a key part of what the business does, there are many more elements of support available today. “We offer extensive marketing support to members, and a sustainability programme; we can help you learn, train, and develop, we are an extension of our members business.

“Our business development team is there to work with you, to help you take your business to the next level - whatever that looks like. Whether it’s about growth, or finding somebody to pass your business onto because you want to retire, or everything in between - there’s so much more to us - and probably every other dealer group in the UK today - than just negotiating buying terms.”

LOOKING FORWARD

While 2022 was a good year for Office Friendly, Jeanette is under no illusion that there are still challenges to be faced in 2023. Like many others, she’s identified price inflation as a major hurdle to be overcome, and believes that, as much as many hoped

this would be a short-term blip, it’s now clear that it’s an issue that’s here to stay.

Some of the Office Friendly community members are coping with these challenges by means of operational and infrastructure changes to help mitigate some of the costs. Jeanette believes that staying close to the client is the most important thing of all that they can do right now.

“It’s simply about being transparent with your clients, and helping them understand the cost price challenges - the reasons and rationale for them, and the fact that these price increases are genuine, and where possible introduce the client to solutions that aids their business to be more efficient. Businesses need to be really tight, from a credit control perspective, and keep close to their clients to understand if those debtor days are drifting. What are the reasons for that? Can I help and support, or is there a genuine risk to the business?”

From the Office Friendly side, Jeanette highlights much success in 2022 for its Weaver sustainability programme and its ‘Pioneer’ learning and development arm; in 2023 she sees business consultancy as a key lever to support members, running alongside the general community support available within the group.

“The support we’ve seen being given from one business owner to another throughout the Office Friendly community is phenomenal. Technically, these guys are all competitors in the marketplace, but they absolutely have each other’s backs, and they’re there to support each other. There’s a lot to be said for seeking advice from your peers.”

There’s so much more to us - and probably every other dealer group in the UK today - than just negotiating buying terms

In-house, Office Friendly plans to continue keeping the business stable and high-performing. With five years of good performance under its belt, it is starting to look at the avenues available to plough profit back into the business for the benefit of members and the supplier community.

“We’ve already started looking at some creative ideas; some of these have come from our board, and we’ve also asked our members to tell us about some of the things that would really help their businesses - I can’t say too much on it today, but we’re some way down that path.”

Core to its strategy for 2023 is a continuing focus on delivering high value services to its members through the variety of programmes on offer. Alongside trade arrangements, sustainability programmes and business consultancy, Office Friendly provides support with M&A, supply chain management and bespoke marketing; whichever direction a business is moving in, Jeanette hopes to be there with a guiding hand.

Firstly, as she said earlier, staying close to clients - and not just to keep an eye on whether or not they are paying their bills. “Keep close - even closer to your clients than you were before - because other businesses will be prospecting them. Make sure you’re present and that they’re constantly reminded of everything that you do for them today.”

Coupled with this is maximising value from existing customers, and ensuring your communications are solidly presented to avoid losing business to competitors. “Don’t assume that your customers know everything about all of the categories that you sell, and all of the services that you offer, because a competitor might use that as an angle to get a foot in the door, when you could have provided that service anyway.”

Finally, diversification. It’s something of a buzzword in the industry at the moment, but Jeanette believes there is real value to be had from diversifying in an intelligent way. “What else is there that you can do within your current infrastructure, in your business setup, without having to invest in additional people, additional site, or additional resource? What else can you offer to your customer? How can you expand or diversify your business to be an even greater trusted supplier to your clients, and to open new doors to prospects?”

ADVICE TO THE INDUSTRY

With such a diverse array of businesses in the community, Jeanette and her team are well-placed to provide an overview of the challenges facing dealers in today’s market, and to offer advice. She’s the first to admit that it can be difficult to present solutions that will resonate with everyone, all the time, but she shared three key areas that she believes could serve most dealers well as a focus for 2023.

As a final piece of advice. Jeanette points out that existing customers shouldn’t be ignored as prospects for different products and services. Some may have contracts in place with other providers simply because, historically, they’ve always dealt with that company. However, given the impact of inflation and other economic factors, that doesn’t mean they won’t be open to shopping around.

“Try and uncover every stone within your clients’ businesses as you possibly can - it might help you understand some of the things you can fit into your business that will make them even more reliant upon you, now and in the future.”

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Ensure your ability to choose fully functional aftermarket cartridges: what dealers need to know

Selling into the education market – how to find your edge

The education sector is continuing to grow, creating opportunities for workplace solution suppliers. How can resellers further diversify their product offering and make the most of this burgeoning market?

The education sector is a familiar market to most dealers, but there are new opportunities to capitalise on.The multi-academy trust sector has clusters of five, ten, even upwards of 40 schools sometimes all managed by one procurement officer. Couple this with the recent government announcement that education is set to receive ‘the largest cash increase for schools in a decade’, and the opportunities in education supplies have never been better. “As a group, in 2022, we saw a 55% growth in education sales with our partner, Findel, despite tough market conditions,” says Sian Haskell, director of marketing at Integra. Selling into the education market requires diversification into new and trending product areas and different customer bases, as well as insight into what education procurement managers are looking for from suppliers; this is what will give your business an edge over your competitors.

EMERGING TRENDS

Identifying emerging trends in the education market is key for dealers looking to diversify. According to Sian, “Art, craft and stationery continue to be key product categories, followed by exercise books, facilities, and furniture,” whilst Lawrence Savage, marketing manager at Exaclair, is seeing an upward trend in technology to boost collaboration. “A growing use of technology throughout the industry has acted as a great influencer across several emerging trends within the sector, especially since experiencing the challenging times during the pandemic.

“The gamification approach, which seeks to motivate students by incorporating video game design and gaming elements into the learning process, as well as bite-sized nano learning, is amongst the more popular of these trends currently.” For suppliers looking to identify new products to meet this demand, Lawrence believes the answer is collaborative tools. “There are driving demands in tools that

can facilitate collaborative environments, whether that be remotely or within the classroom - for example, we’ve seen an uptake in product categories such as desktop accessories and organisational items.”

The rising demand for technology is evident from both the supplier’s point of view and the purchaser’s. Sue Birchall, director of business and outreach at The Malling School in Kent, says that they are always on the look out for new, more effective, technology to support their students. “In our school, ICT is heading towards some of the more forward-thinking technologies and there is a desire to provide our students with access to new technologies, such as AI.”

“This is hampered by funding - not just in initial purchasing but also in sustainability and succession planning for hardware.”

Sally Edwards, operations director at The Lancashire Association of School Business Managers (LASBM) Alliance Ltd, has

also identified the demand for technological solutions. “There are regular developments in technology and digital solutions but we have also recently seen a growing focus on cyber-security and defending against malware and ransomware attacks.”

Outside of the classroom Peter Clayton, sales and marketing director at Centurion Europe Ltd, has identified a trend in signage. “Schools, like any establishment, need health and safety signage.” Signage has great possibilities as it can be applied across the school premises, and can be custom designed to meet the needs of each school. “Through our sister company Visual Group we are seeing trends specifically in wall graphics, where they can easily enhance corridors and classrooms with educational messages and school values,” Peter added.

Dealer group Nemo Office Club’s marketing manager, Alan Calder, has spotted a completely new proposition. They recently signed an agreement with a supplier of bike sheds and scooter shelters. “Furniture from an education furniture specialist supplier has won market share,” he says – though he stresses that, “selling furniture into education is different to selling to an office. It needs to be fit-for-purpose - and a dealer recognising these differences, and showing an understanding of the need for increased durability, for example, will have a much better chance of winning business.”

WHAT TO KEEP IN MIND

It’s not just furniture that must be fit-for-purpose when selling into the education market. According to Lawrence, “There are many similarities between the needs of the educational sector when compared with the business market - but the key for any dealers seeking to capitalise within this area is to ensure that they take a comprehensive overview. When considering their recommendations, solutions for teaching and administration staff and students should all be incorporated.”

Dealers also need to consider any constraints their customers may have – especially the big one – the budget. “Schools have limited budgets to allocate across the whole school and, each year, different areas will have the focus of the budget,” says Peter. “Keep your focus

Once into an education establishment, they tend to be reliable payers and loyal customers

on the school’s needs, and its problems, so you can offer solutions and be clear and concise on how you can help solve their problems. Be patient, be helpful; solve their problems and supply their needs.”

There’s a lot to be said for personalising your product offering and building really good relationships with education customers. Peter suggests that dealers should, “understand the school’s needs and offer solutions without having to ask them what’s going on. Each school is different, so a ‘one-size-fits-all’ sales pitch won’t work.” Alan agrees and stresses the importance of meeting the needs of your customer even after the sale has been completed. “We have members that have been very successful in this area, and the success has come from the personal attention - and a willingness to source anything, deliver when convenient and manage the account with personality.”

WHAT DOES THE MARKET WANT?

Dealers need to understand how customers in the education sector think. “Understand the decision-making process,” advises Peter. “This varies among private schools, academies and council-run establishments.” Lawrence has found that, often, it is sustainability that comes out on top. “Although price and product innovations are important factors for educational customers, the criteria surrounding their decision-making processes are still greatly influenced by sourcing from suppliers who focus on developing ethical and sustainable operations.”

However, Sally – with her school business manager hat on - believes that competitive pricing should be front and centre. “Suppliers must be professional, deliver what they promise, offer value for money and be competitive. Service is key; you have to know that you can trust them.” Building a great relationship with your customers could be the difference between a sale and a miss. “When suppliers make comparable offers, the deciding factor may be the contact you are dealing with,” says Sally. “You’ve got to feel that they will be responsive if anything goes wrong. It instils confidence when it’s clear that a supplier cares about delivering a good service and that they genuinely believe in the product - after all, if they don’t, why would anyone else?”

Similarly, Sue is also searching for trust in a supplier. “When we are looking for suppliers we are looking to create a relationship based upon trust on both sides, with elements of negotiation, advice and conversation. When you find a supplier with whom you can have this trust-based relationship, they quickly become a preferred supplier - which is where the conversations and negotiation come in. Any supplier we work with needs to understand that we will always test prices and expect top-notch service and ongoing support.”

WE’VE GOT TO STOP MEETING LIKE THIS!

Before the trust-building process can begin dealers have to grab the attention of their potential customers. Sue – speaking from a school perspective - has developed several preferred ways of meeting dealers she can potentially do business with. “I like to meet suppliers at industry events, and to have a meeting, rather than do business over the ‘phone. I also look for suppliers through many other avenues, mostly in print and online.” However, when it comes to being approached, she prefers to have existing customers to speak with, to hear real time, real life, experiences of the products, and she definitely favours a solution-focused selling approach. “I think, as far as advertising services go, I would look for good knowledge and understanding of how ICT is needed in schools and how we fund our

ICT purchases. In ICT, mistakes can be very expensive and visible. It is so important to have faith in, not only the supplier, but also what you are purchasing - this is where the trust comes in.”

Sally also believes that industry events are a great way for suppliers to show off their wares. “At our events suppliers impress delegates when they clearly communicate their offer, are transparent about any overlap with competitor products and services, and highlight what they do differently.”

GET SELLING

Sian points out that there’s a lot to be said for buying locally. Local suppliers have the advantage of being able to get to know education customers well, and to really understand their needs. “It’s not all about

price; good product knowledge and advice is as important when it comes to selling educational products, together with excellent customer service, something mainstream educational suppliers don’t do particularly well.”

To put yourself in the best selling position, you must know how to sell yourself as well as your products. “Members can differentiate themselves by clearly promoting their USPs,” says Sian. “These could include stock room management and storage of bulky items, or local community initiatives and sustainability, for example. Local authorities, in general, actively seek a local business that is part of the community.”

This also rings true for Alan. “One of our members, Seated Furniture - known in the industry as Cost Cutters UK - has had great success and become a specialist in educational furniture with professional installations, free site consultation and planning of everything from indoor gym equipment and playgrounds, to libraries and early learning interactive spaces. This reputation, as a specialist with a unique offering, coupled with excellent personal service, has given them a huge advantage over any competitors.”

Suppliers that offer products which align with a customer’s values will have a crucial advantage, and launching a programme or campaign to connect your business with local customers will help to build relationships and create business opportunities – something Nemo Office Club has done very successfully. “Our ‘Keep It Local’ campaign has proved to be a foot through the door for dealers within education; schools want to be at the heart of their communities and the message about supporting local businesseswhich will be employing the parents of many of their students, and providing careers in the future - resonates with them,” explains Alan. “It’s about building relationships.”

Diversification is a major buzzword for suppliers that want to further expand their education customer base and take their sales to the next level - and, whilst the education sector can be challenging for dealers to break into, Alan believes that it’s certainly worth the effort.

Suppliers must be professional, deliver what they promise, offer value for money and be competitive

Collaboration is key

Collaboration is vital in the modern office – what are you selling to help your customers make the most of the new hybrid working environmentand what could you be selling?

Workplace statistics show that 86% of employees and executives cite the lack of effective collaboration and communication as the main cause of workplace failure. There is currently a high demand for tools to foster effective communication across the office, both digitally and in-person, as hybrid working environments become more commonplace – yet Elisabete Wells, regional marketing director at ACCO UK and Ireland, says that there are lots of companies out there that haven’t got started yet. “Over 60% of workers claim that their companies have not made any significant changes to their workplaces to adapt it to the new ways of working – they have maintained the same setup that they had pre-pandemic.”

Data from a recent survey by Gensler US highlights that 43% of employees seek workplaces that promote effective collaboration, Lawrence

Savage, marketing manager at Exaclair shared, which has triggered a massive shift in modern work habits that can be seen across several areas which savvy dealers can sell into.

DIGITAL PLATFORMS

The pandemic accelerated the need for digital communication platforms and many teams are still using them; the average Microsoft Teams user has increased their weekly meeting time by 252%, and sent 32% more messages each week in February 2022 than in March 2020. However, businesses are

also enabling more collaborative working via video conferencing tools, which can facilitate face-toface meetings from anywhere in the world. They give employees the ability to speak together and build relationships and personal connections –high-quality video and audio enable them to pick up on verbal and non-verbal cues.

“There is a range of video conferencing systems and technologies on offer for collaborative working in 2023, for example, tracking cameras and audio enhancements,” says Jon Grundy, head of AV solutions at Exertis. These technologies can help to aid collaboration by making sure everyone is seen and heard. “Cameras can focus on specific speakers, track movement and auto frame the participants,” adds Jeff May, regional sales director at Konftel.

“Intelligent audio focuses on the spoken word, rather than background noise; it can be expanded to accommodate dozens of people in a room, and can be located on the desk, wall or ceiling, depending on the room and furniture layout.”

ACCESSORIES

To collaborate successfully across digital platforms, employees also need high-quality accessories. “A whole host of hardware and software tools are available for all sizes of remote meetings,” says Jeff. “Individual remote users can use high-spec webcams - now with HD video and audio so that they look and sound as great as anyone else on the call - through to large office deployments with multiple cameras, daisy-chained HIFI audio and smart screens for simultaneous video-calling and content-sharing.” For those working from home, Jon adds that, “staff can choose from multiple home working solutions, including webcams, headsets and speakerphones.”

During calls, headsets allow employees to participate in digital meetings ‘hands-free’, enabling them to make notes and handle documents which makes for a much more productive meeting as well as blocking out noise from a busy office or home space, and speakerphones offer high-level sound quality for better communication and understanding between teams.

A whole host of hardware and software tools are available for all sizes of remote meetings

Many workplaces are embracing and benefitting from new technologies but Elisabete says ACCO is also bringing traditional products up-to-date. “Sales of traditional visual communications products - such as whiteboards, notice boards, and easels - have grown for the past year. While they may seem a bit traditional, these tools are effective and versatile, and everyone knows how to use them!

“Post-pandemic, our team at ACCO Brands has developed and launched the next generation of collaboration systems specifically with the new office in mind.” So don’t write off old favourites from the past; modern movable whiteboards and noticeboards can be wheeled anywhere in the office to create a meeting space or to section off areas for more privacy in open-plan spaces.

COLLABORATIVE WORKSPACES

For office-based teams the demand for digital platforms is less urgent – but they can benefit from dedicated workspaces built with collaboration in mind. Simon Howorth, design and marketing manager at Dams Furniture, knows that there are sales opportunities here too. “Meeting booths are specifically designed to address modern working practices by offering essential private areas in any busy workplace to accommodate working groups with exceptional comfort and practicality.”

As always, making sure you offer products with the customer firmly in mind is key to success. Impromptu meetings are unavoidable, so having a space ready for teams to go to is a great way to foster productivity, avoiding time wasted in the search for

a suitable space. “Many employees may also need complete privacy to participate in work meetings or video calls because a hybrid office model has been adopted,” Simon points out. “This is where an acoustic hub comes in. Businesses can put up smaller ‘phone booth hubs for single-person use and/or go for multiperson hubs that can accommodate small groups who can then collaborate in private.”

LOOKING FORWARD

Collaborative tools are transforming the ways that teams work together in so many ways. “Immediate access to people and information, the sharing of ideas, faster decision-making, training and risk management are just some of the real benefits that remote collaboration brings,” says Jeff - and they are also helping to offer maximum flexibility for employees. For hybrid teams working across the UK, collaboration can be achieved regardless of location, says Jon. “A better work-life balance can be accomplished when staff can work from home, and there is the benefit of reduction in travel costs, and carbon, between offices.”

Lawrence is convinced this is a win for both employers and employees. “As well as helping to improve staff productivity, saving time and resources, utilising a variety of these collaborative tools will also contribute towards employee team-building and personal wellbeing.”

“Resellers should tap into this huge opportunity and use solutions-based selling when offering products to customers looking to upgrade their offices,” says Elisabete.

Sales of traditional visual communications products - such as whiteboards, notice boards, and easelshave grown for the past year

This week I had a visit from the accountant and the bank on the same day, and it was the perfect storm. Panic set in days before, even though the business was perfectly healthy, and it felt as if they would both be followed by a team of undertakers and a brass band playing the death march.

Perhaps they had heard on the grapevine that we were laughing too much and decided to launch a pincer movement to calm everyone down to make sure we were miserable again - the way office suppliers are supposed to be. You don’t spend the number of years we have in the office supplies industry without being miserable quite a lot.

Of course, it has its ups and downs. Today we were miserable about a big customer ordering too many boxes of

paper where we made 15p per box, but tomorrow we could be celebrating an order where the goods get to a customer in one delivery on the right day! You just never know what’s round the corner in the crazy world of office supplies, and that’s what makes it so exciting.

Maybe that’s why, whenever there’s an office supplies conference, there is so much laughter and merriment. All of a sudden we have strength in numbers, and a room full of people like ourselves, so we no longer feel like the

poor relation in the business meeting, selling paperclips whilst everyone else is involved in high stakes finance, property and software. It’s a room full of people who suddenly don’t have a care in the world, where you might find yourself dancing with the competitor who, only last week, stole one of our biggest customers, and hugging the salesman from the big corporate who almost put us out of business twice last year.

It is also a place to congratulate the suppliers who have let us down so much recently because, here, we are all in it together - all for one, and one for all, as we drink and dance ourselves into oblivion.

The suppliers are our new mates. They make promises we know they can’t keep, but we are more than willing to believe so that we can stay in the mood we haven’t been in since the last conference - or the last drink.

In the unpredictable world of office supplies, Father P reflects on the importance of conferences and camaraderie

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

We have strength in numbers, and a room full of people like ourselves

A new future in your hands with New Future Multi, the high quality office paper that has been specifically developed to meet the highest environmental standards.

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Life hack

For chemical-free oven cleaning pre-heat your oven to 200c, fill an oven-safe bowl with water, place inside with the door closed and leave for 45 minutes. Allow your oven to cool and wipe away the loosened dirt with a clean cloth. Shelves can be cleaned by dissolving 250g of soda crystals in hot water, soaking the shelves and scrubbing them with a kitchen foil ball.

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Delivering dancing lemurs

A critically endangered primate, nicknamed ‘the dancing lemur’ because of the way it moves, has been bred for the first time in Europe, BBC News has reported. The creature is a type of lemur called a ‘Coquerel’s sifaka’ and Chester Zoo has declared the birth of the baby as a ‘landmark moment for the species’.

A representative said the “precious youngster” arrived to parents Beatrice and Elliot 18 months after they were relocated from the US. Curator of mammals Mark Brayshaw said both mother and baby were “doing great”. The species is only found in the wild in the treetops of north-west Madagascar and has suffered an 80% decline in the last 30 years due to widespread deforestation. They are distinguishable from other lemurs because of the way they move, maintaining an upright posture and springing from side-to-side along the floor on their back legs.

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Did you know?

You probably know that snails are pretty slow creatures, but did you know that they also take the longest naps? One nap can last up to three years!

Reaching new heights for charity

As reported by BBC News, a sixyear-old boy is climbing the height of Mount Everest to raise money to help children at a local hospice “have holidays”. Oscar Burrow said he wanted to take on the challenge as “it’s the hardest mountain in the world”.

The Lancaster boy had originally decided he wanted to climb the real Mount Everest but his dad Matt helped him come up with a more realistic plan. He is now midway through his quest to climb the equivalent height in the UK. “Oscar has always been active. He plays rugby, swims, rides bike - he has this crazy endurance and never-ending energy,” his dad said.

“He had been learning about Sir Edmund Hillary, one of the first men to conquer Mount Everest, in school and decided that he wanted to be the youngest to ever conquer it. I explained to him why this might be a little bit tricky - but I didn’t want to dash his dreams, so we came up with a plan to climb the highest mountains in Great Britain.”

1. On average, how far away is the moon from the earth in miles?

2. What was the most popular girl’s name in the UK in 2021?

3. What’s longer, a nautical mile or a mile?

4. Saying the name of which dried fruit used to be used to encourage people to smile for a photo in the 1800s, before the word ‘cheese’ became popular?

5. Which country in the world is believed to have the most miles of motorway?

Knock me down with a feather

A BLOBBY BLUNDER

The buyer of an original Mr Blobby costume - who was set to pay £62,000 for the item - has reportedly backed out of the sale according to Sky News,. An eBay auction for the piece of TV memorabilia, which is more than 25 years old, attracted huge interest and the costume sold for £62,101, but it has now emerged the buyer pulled out of the sale within an hour of placing the large bid. The anonymous seller told the BBC “I thought it would get to a level of £100 perhaps - so I was shocked that it reached the level it did.” The seller has decided to keep hold of the Mr Blobby costume for now.

Recycled vs virgin – or both?

The debate on recycled papers versus virgin fibres can generate opposing and strongly-held views, where one side will look to extoll the virtues of one over the other in a game of eco-one-upmanship. In a changing market, both sides of the debate may need to soften their stances to create a more singular message - that both types of paper are environmentally responsible.

Recycled papers are made from ‘postconsumer waste’, which is a fibre that has been previously harvested and converted into fine paper; this very statement indicates that it could not exist without a source of virgin material to begin the process.

The grade of fibre needed to do this would preclude items such as coffee cups and food containers, as recycled papers require fibre that is of suitable quality, and not contaminated in any way. The obvious benefit of recycling is minimising the risk of resources being lost to landfills; recycling allows the fibre to be put through this process several times before its

effective life is over - but recycled pulp also has some advantages. When it comes to the consumption of energy in paper manufacture, the necessary production processes require fewer resources as paper as a resource is, of course, biodegradable and will break down naturally in the soil.

For recycled paper to be in plentiful supply there must be enough de-inked pulp (DIP) to meet the demand, and this is where a broader lens is required when assessing the respective merits of the two products. There are some indications that DIP is in short supply, which could strain the availability of recycled papers, and this is where virgin fibre is required to assist in making up the shortfall.

Sustainable wood fibre procured from wellmanaged forests should be viewed as a crop, in the same way a farmer views their fields. The timelines are, of course, different; however, the principle is the same with a cycle of planting, nurturing and harvesting. During this cycle the forest is preserved, creating sustainable resources for manufacturing and habitats for flora and fauna to flourish. In addition to the

benefit of carbon capture, these are the many attributes of a well-managed forest.

In order to support this, and to ensure that consumers know that they are making sound environmental choices irrespective of the fibre source they choose, there are well-established certifications such as the Programme for the Endorsement of Forest Certification and the Forest Stewardship Council, which are both well-respected and clear indications that the product in question is sourced from a sustainably-managed forest. We are also seeing newer accreditations appearing on ream wrappers, such as the EU Ecolabel which guarantees a low environmental impact in paper manufacture and, more recently, the ‘cradle-to-cradle’ certification which assesses products that can contribute to a circular economy by measuring their impact across several key criteria.

The message to consumers is that both virgin and recycled fibre sources are wellmanaged, sustainable, resources that are complimentary to each other, not at odds with each other; we should not overlook one without appreciating the merits of the other.

PAUL SAVILL, product manager for office and digital papers at Antalis, discusses why we should be appreciating the sustainable benefits of both recycled and virgin fibres - not comparing them

Both virgin and recycled fibre sources are well-managed, sustainable, resources that are complimentary to each other, not at odds with each other

Paul Savill

Product manager for office and digital papers at Antalis

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