Dealer Support May 2022 by Intelligent Media Solutions

May 2022

Issue 321

if only i could get more from my cartridge!

inspiring success

HELP!?! ...I need a cartridge That’s good for the planet to improve my Csr! Who do I call?!

CHALLENGES IN THE CHAIN

ECO

friendly

we’ve got you covered and are here to help! pelikan@data-direct.co.uk

+44(0)1182 142 626

Are supply chain issues here to stay?

TAKE YOUR TIME

The need to reassess delivery times

EMBRACING DIFFERENCES

The benefits of diversification

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.

THINKING CLEARER. GOING FURTHER. [02] DECEMBER 2020

www.dealersupport.co.uk

For more details please visit www.exaclairlimited.com or call 01553 696600

FROM THE EDITOR

Planning for the future DS 2022 Advert FC May - Pelikan.pdf

13/05/2022

ISSUE 321 MIKE ASTBURY PETER COWAN

Issue 321

if only i could get more from my cartridge!

MARTIN EAMES M

With the era of COVID-19 lockdowns now seemingly behind us, businesses are turning their attention to other priorities that have maybe been put on a back burner for the past couple of years. Often, that means looking at sustainability: not just in relation to how businesses operate, but also the products they buy and sell. With the case for climate change indisputable, many companies are already working to reduce the impact their businesses and products have on the environment, and this is increasingly being driven by customer demand, especially from ‘Generation Z’ – those born after the mid-1990s who constitute an increasingly powerful consumer voice. In this issue we explore sustainability in greater detail – for instance, looking at ECO what makes a product ‘green’, and how it isn’t just about the end products – although friendly reducing the amount of single-use plastic in them is important – but also how they are made, and reducing waste in those processes. Addressing the issue of deliveries is an equally important consideration. In the past, there was a race to see who could deliver products the fastest, but now there is a conversation to be had with customers about making fewer, but bigger, deliveries to save on fuel consumption and costs. The rise in fuel costs is just one aspect that means these are challenging times for many businesses as they recover from the effects of the pandemic and the disruption in the supply chain which has been ongoing for some time now due to several factors; Brexit, is a significant one. In this month’s BIG ASK three people from different parts of the sector explain how supply chain issues are affecting them – and whether they see things improving in the next 18 months. While the supply chain is an issue for the short-term, sustainability is here to stay and will only rise up the agenda as more younger people, who are more switched on to these issues, enter the workplace; any business that doesn’t take it seriously now will be left behind. With this in mind, office supplies businesses have to be creative in their approach to sustainability; communicating with customers about the environmentally-friendly aspects of their products is a key part of this so we take a good look at what makes a product ‘green’. As always, don’t forget to check our website regularly for all the latest news from the sector, chat to us on our Twitter feed, and let us know your opinions at @dealersupport May 2022

DEALER SUPPORT MAY 2022 C

11:16

CMY

inspiring success

HELP!?! ...I need a cartridge That’s good for the planet to improve my Csr! Who do I call?!

CHALLENGES IN THE CHAIN

Are supply chain issues here to stay?

TAKE YOUR TIME

The need to reassess delivery times

we’ve got you covered and are here to help! paul@data-direct.co.uk

EMBRACING DIFFERENCES

The benefits of diversification

+44(0)1189 739725

Dan Parton Acting editor

ACTING EDITOR Dan Parton

CREATIVE TEAM Amanda Lancaster

HEAD OF SALES Nick Oleskiw

DIRECTOR Vicki Baloch

hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk

Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988.

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Get onboard with this great promotion to start building your sales of monitor arms. Contact your Fellowes Representative for more details, or email salesadmin@fellowes.com

www.fellowes.com *Offer valid from 1st April to 30th June 2022. See website for full terms and conditions.

M AY 2 0 2 2

Contents INDUSTRY 06 NEWS AND VIEWS

The latest news from across the sector

08 NEWS EXTRA

Big companies must now reveal their business’ climate impact

12 OPTIMISM IN A TIME OF CHANGE

Martin Eames has found increasing optimism in the sector in 2022

14 BIG ASK – CHINKS IN THE CHAIN

Are issues with the supply chain here to stay?

20 TAKE YOUR TIME

Dealers need to talk to customers about delivery times

24 SUSTAINABLE PRINTING SATISFYING DEMAND

How OEMs and vendors are meeting expectations around greater sustainability

DEALER SUCCESS 28 BRIDGES TO SUCCESS

How a lockdown idea brought success for Office Bridge Solutions

LEADERSHIP 32 EMBRACING DIFFERENCES

Dealers explain the benefits of diversification

SALES SUCCESS 34 DON’T GET LEFT BEHIND WITH ‘GREEN’ PRODUCTS

Manufacturers must respond to customer demand for green products

38 SUSTAINING SUSTAINABILITY

Can businesses afford to be sustainable in the current climate?

LIVE IT 40 LIVE IT

Take a break with some light-hearted fun

“Under the new rules ‘green-washing’ will be replaced with ‘green-watching’”

42 FATHER P CLIP

The good Father looks forward to his holidays

43 FINAL WORD

How charity can benefit the business doing the fundraising too

INDUSTRY

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

THE MONTH THAT WAS Premier help with Ukraine support effort Premier has teamed-up with volunteers from

as medical equipment, hygiene products, dry

the Loughborough Student Union to deliver

foods, sleeping bags, torches and batteries.

donations for the victims of the Ukrainian conflict.

Three weeks later the students had collected

Each year more than 4,000 students from

over a ton of donations that were then booked

Loughborough Student Union volunteer

and palleted by Event Engineering and sent

to help the wider community with local

to the Lewisham Polish Centre with Premier

campaigns, projects and activities. In March,

providing transport for the pallets from

students ran a donation drive for Ukrainian

Loughborough to the depot, helping to save

refugee camps based in Poland.

on additional transport costs. Premier also

The donation drive was headed up by Tomasz Cendrowski, an international student from Poland. Tomasz, the Lewisham Polish

hosted a series of coffee and cake mornings across its branches on April 8. Money can be donated online via www.

Centre and the Action Student Volunteers set

justgiving.com/premier-paper with all funds

about collecting donations of key items, such

raised going to the British Red Cross.

Sharp and NEC combine visual display line-up

LOTF co-chairs announced The BOSS Leaders of the Future Committee (LOTF) chair,

The visual display line-up of Sharp and NEC branded products are

Scott Castle of Staples UK, has stepped down after two

being placed under one umbrella. Sharp NEC Display Solutions

years of service, in accordance with the LOTF constitution.

will provide customers and partners access to an enhanced

He has been replaced by co-chairs Alex Stone, head of

portfolio and extended range of professional service offerings.

sales at Office Friendly, and Rachael Lewis, sales operations

Sharp’s business products include professional and

director at OT Group.

commercial displays, as well as the development of advanced

“The whole LOTF committee and I congratulate

technologies in interactive and 8K. NEC’s range of high-quality

Scott for his exemplary leadership over a very challenging

visual technology and digital signage solutions for a wide variety

two years,” said Amy Hutchinson, BOSS CEO. “He has

of industries are recognised by customers worldwide.

so much to be proud of and we are very pleased he will

“By combining the strengths of Sharp and NEC we are

remain on the committee. I am absolutely delighted to

providing the widest range of visual solutions across multiple

welcome both Rachael and Alex to their co-chair positions.

technologies, all engineered for trusted, long-life, reliability,” said

Each has unique strengths which, I believe, will be

Sharp NEC Display Solutions Europe’s CEO Bernd Eberhardt.

invaluable to the LOTF Committee, moving forward. Their

“For the time being, Sharp/NEC will offer two lines of displays that

partnership in this role is very exciting.”

will be continuously aligned as we move forward.”

[06] MAY 2022

www.dealersupport.co.uk

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

INDUSTRY

Change of management at COLOP UK Kiran D Mistry has passed day-to-day control of COLOP UK Ltd to fellow director Chris Deighton; this is a long-planned transition and Kiran is staying on as director and shareholder on a part-time basis, supporting Chris. “It’s been a fruitful 12-year journey amalgamating three companies,” said Kiran. “This achieved, thanks to my teams, past and present; together we helped establish the COLOP brand in the UK. I wish Chris every success as we remodel our business with our exciting digital range, arts and crafts and our traditional products. This is a welcome next chapter in my professional and personal life.” Chris added: “Since joining COLOP in March 2019 it has been a rapid rise and transition within the business. Our three defined pillars now give COLOP a great platform to succeed on different fronts in various markets - a challenge we all look forward to. I’m delighted that Kiran will continue to help drive our targets with his wealth of experience and contacts.” Fellow directors Christoph Skopek and Franz Ratzenberger thanked Kiran for his work. “In Chris we have an extremely committed and valuable manager who will implement the already successfully initiated strategic steps, in a market which is extraordinarily important for COLOP,” they added.

BOSS announces charity day This year’s annual BOSS Business Supplies Charity Day is being held on June 15 at Belton Woods Hotel, Grantham – the same venue as the BOSS Manufacturers’ Forum, which will take place on the following day. As usual, the charity day offers a choice of two activities - golf, or the spa followed by an evening networking dinner and the charity’s auction and raffle, all with COVID-secure measures. “Last year’s event raised more than £14,000 towards helping the charity to financially assist over 100 families a year,” said Martin Wilde, BOSS charity chair. “Our annual charity day is a vital source of fundraising that means we can continue supporting those in need, so why not join us on June 15 and have a lot of fun playing and networking at the same time?” Prices are as follows: ●

Golf: £600 for a team of four including the evening networking dinner. If you want to be put into a team, please let BOSS know

●

S pa: £140 per person – includes one treatment, use of the spa facilities, a

Westcoast and Dell partner Westcoast has revealed its new partnership with end-toend IT solutions provider Dell Technologies, which could bring opportunities to resellers through innovation and accelerated digital transformation. Westcoast will offer the Dell Technologies Client Solutions product portfolio, including notebooks, workstations, desktops, monitors and accessories. Westcoast will also distribute the Dell Technologies IT Infrastructure Solutions portfolio including storage, server, data protection and HCI. “This is a significant opportunity for Westcoast to use our unique position to advance both our business and Dell’s,” said Joe Hemani, chairman of Westcoast. “Our size and breadth of customers, and technical expertise will, no doubt, facilitate a growth trajectory in our mutual marketplaces.”

Prosecco lunch and the evening networking dinner.

www.dealersupport.co.uk MAY 2022 [07]

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA

Climate for change Britain’s biggest companies must now reveal the impact of their operations on the climate in their annual reports – and this is likely to extend to smaller companies as 2030 looms

he UK has

related risks and opportunities created

scrutiny of government,” he says. “In

become the first

by their operations and reveal the

many ways, this is likely to be positive

G20 country to

targets and KPIs they will use to manage

for SME businesses. By looking at how

legally require

these risks. So far, the CFD regulations

the new CFD rules work, they can not

its leading

will impact around 1,300 organisations,

only start to address green issues,

companies to

including many of the UK’s largest traded

but also see a framework that shows

make full climate disclosures. The

companies, banks and insurers, as well

how every aspect of their business is

climate-related financial disclosure

as private companies with more than 500

addressing climate change issues.

(CFD) regulations came into force on

employees and a £500 million turnover.

6 April meaning that Britain’s largest

“Many companies, whether SMEs

“However, the UK is pledged to a

or multi-nationals, are constantly

companies must now disclose all

target of zero greenhouse gas emissions

seeking funding and investment

climate-related financial information in

by 2030 - that’s a tough ask. We can

opportunities,” David adds. ”CFD-

their annual reports, and show they are

expect to see the government spread

style reporting brings transparency to

assessing and managing the risks of

the net of its new CFD regulations more

a company’s climate plans and ensures

climate change.

widely over the next couple of years.

that they are measured and monitored

“Back in November 2020 the

in a structured way. Investors value this

welcomes this move but believes

Delivery company ParcelHero

government announced that, while

disclosure as it enables them to invest

that smaller companies may face

progress was being made in climate

more confidently.”

similar regulations soon, and should

disclosures, voluntary uptake was ‘well

start reporting their climate impact

below expectations’. It announced a

information now, while the option is

plan for ‘fully-mandatory climate-related

WHAT THE CBI SAYS

still voluntary. “Some of the country’s

financial disclosure requirements

‘Climate-related financial

leading companies had been accused

across the UK economy by 2025’ – so

disclosure rules might seem a lot

of ‘green-washing’ in the past – putting

we can expect the continued roll-out

for SMEs to tackle, but companies

a good spin on their environmental

of these plans.”

can succeed if they:

activities, but not disclosing the full

David believes that listed companies

●

Take it in phases.

●

Get used to gathering

picture,” says ParcelHero’s head of

and private businesses with a turnover

consumer research, David Jinks.

of more than £36 million, a balance

“Under the new rules ‘green-washing’

sheet total of more than £18 million,

will be replaced with ‘green-watching’,

and/or more than 250 employees will

know they can achieve at

as their climate-related activities come

be next to be included, adding that the

the beginning and be aware

under far greater scrutiny.

government will look to go still further.

of those issues which are in

“The new regulations demand that companies list the principal, climate-

[08] MAY 2022

www.dealersupport.co.uk

“If the UK is to reach net zero by 2030 far smaller companies will feel the

the data. ●

Tackle those issues they

the pipeline.’

72%

of consumers perceptions of a business improved when associated with Dettol5

disinfectant brand in the UK 2.

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INDUSTRY

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INDUSTRY

S U S TA I N A B L E P R I N T

Sustainable printing satisfying demand In the first of a series of features on sustainable print solutions, we look at how OEMs and vendors are satisfying customer demand for greater sustainability

ollowing the COP26 summit in

with sustainability in mind. Toners with a lower fusing

Glasgow late last year, and a raft of

temperature – requiring less energy to print documents

government policies geared towards

– are becoming more commonplace. Toner-lock

the country reaching net zero carbon

systems are also hugely beneficial, as they ensure that

emissions within the next 30 years,

users only install a replacement when the container is

businesses are looking at ways they can become more

empty. Another idea is to use black toner containers

sustainable, and many are looking within the office,

for waste toner once they’re empty, meaning you don’t

including at their print solutions.

need a separate waste toner bottle.”

OEMs and vendors are responding to this

Rod adds that print companies are also changing

demand, as Rod Tonna-Barthet, president and

their product packaging. “Ditching plastic and

chief executive officer at KYOCERA Document

polystyrene packaging in favour of cardboard, where

Solutions (UK), explains. “Print businesses are making

possible, can make a huge difference,” he says. “Where

extensive efforts to embrace sustainability in every

plastic packaging must be used - such as in bags to

aspect of their operations. One way to do this is by

protect devices or components - ensuring the material

manufacturing devices with close to 100% recyclable

is recyclable helps offset any environmental impact.”

components, using already-recycled materials in

However, it is about more than just the products,

production, and integrating as many long-life parts as

and many print businesses are embedding sustainable

possible into printers.

initiatives into their wider manufacturing practices.

“More specifically, toners are also being designed

[24] MAY 2022

www.dealersupport.co.uk

“These can range from maximising natural light in office

S U S TA I N A B L E P R I N T

INDUSTRY

and factory spaces, in order to decrease electricity usage, to taking steps to reduce water usage in production,” Rod says. “It’s important to recognise that print sustainability requires a holistic approach, encompassing all areas of the business. Organisations that are on top of this are the ones that will be

It’s important to recognise that print sustainability requires a holistic approach

successful this year and into 2023.” Sam Johnson, sustainability and organisational development manager at Brother UK, agrees. “It’s

Sam. “Instead, we’re upgrading devices across our

crucial that vendors are as sustainable as their

portfolio with greater duty cycles, reducing the volume

solutions,” she says. “At Brother UK we’re 100% zero

of machines that need to be recycled or disposed of.

waste-to-landfill across our UK operations, and our

Ultimately, technology that lasts longer creates less

specialist recycling and environment technology

waste, allowing users to get more time and usage out

centre in North Wales has just secured carbon neutral

of their printers.

status. This is helping us work towards our wider goal

“Using modular design is part of what makes print

of becoming carbon neutral across the entire Brother

devices last longer, with components easily removed and

group by 2050. Procuring tech from sustainable

replaced to keep device uptime high. This reduces the

suppliers is going to be an even greater priority for

amount of wasted parts and saves businesses from having

firms, going forwards, and it’s up to vendors and

to bin whole machines because of isolated faults.”

partners to also be up to scratch.”

Sam adds that acquiring tech and solutions through managed print services (MPS) further helps to improve

LONGER LASTING

sustainability by creating circular economies. “Devices

There are various ways to reduce the environmental

can be refurbished and redeployed at the end of a

impact of printers, and one of these is to ensure they

contract with the help of modular replacements, or

last longer. “We’re against the unsustainable practice of

they can be recycled responsibly by vendors,” she

‘planned obsolescence’, where products are designed

says. “We’re making MPS more accessible to smaller

to have a limited lifespan in order to drive sales,” says

businesses with the launch of PrintSmart Essential - a

www.dealersupport.co.uk MAY 2022 [25]

INDUSTRY

S U S TA I N A B L E P R I N T

Netflix-style subscription service giving customers the benefits of print as a service under lowcommitment agreements.” In addition, many companies are also turning to business inkjets as a more energy-efficient alternative to laser models as they look for opportunities to save energy, says Sam. “We’re investing in significant

We also provide guidance to our partners and customers to help reduce unnecessary wastage

upgrades across our inkjet portfolio to support energyconscious customers at a time when other vendors have taken a step back from the inkjet market.”

drums, and other pieces that are disposed of using environmentally sound processes. “Additionally, Konica

RECYCLING IMPORTANCE

Minolta’s office devices are built for long-life, and have

Sam is keen to highlight Brother UK’s free consumables

a recyclable design, which is a requirement of the strict

recycling scheme that invites customers to return their

Blue Angel environmental label which nearly all our office

used printer ink and toner cartridges for recycling at no

devices have been awarded,” he says. “These devices are

cost. “This helps to reduce waste to landfill,” she says.

reused after their first use-cycle for another four or five

Phillip John, category manager - office, at Konica Minolta Business Solutions (UK) Ltd, also believes that

years, and sometimes even longer. “We also provide guidance to our partners and

recycling is important in the print sector. “Not just using

customers to help reduce unnecessary wastage, which

recycled materials in printers, but also in things like bottles

includes the efficient programming of printing devices to

used for toner and even through developing toner that has

minimise resource usage, for example, options such as

a high level of ‘deinkability’which makes it easier to recycle

Duplex, N-Up, Print Preview, blank page removal, User and

the paper it’s used on - all of which Konica Minolta does.”

Cost Management, overlay function, Public box, Personal

He adds that Konica Minolta operates the ‘Clean

box/Follow-me printing, and the specific use of recycled

Planet Program’ for the collection of used consumables

paper all help to significantly reduce waste, and use less

such as toner cartridges and bottles, photoconductor

ink, paper and energy resources.”

[26] MAY 2022

www.dealersupport.co.uk

INTERESTED TO SEE WHAT YOU CAN DO? HELPING YOU TO RECYCLE

Take 3 minutes to watch our recycling partner video

Reducing the carbon footprint of production, distribution and recycling

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of our empty products are reused or recycled in stages 1 or 2.

The other that can't be broken down become incinerated and the heat is recovered as energy.

98%

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goes to landfill, reducing our environmental impact.

E: sales@ctstonersupplies.co.uk | T: 01543 474920 | www.ctstonersupplies.co.uk Recycling percentages based on returned used product to CTS Toner Supplies Limited which includes a mix of OEM, remanufactured and compatible ranges. Collection charges will apply.

h t i w s e e Planting tr co Li n e. E g n i d d e a us e I c a n . Be c

From April 2022, 5p from the sale of every edding EcoLine marker will go towards planting trees in schools in the UK and Africa in collaboration with Tree Appeal and their Trees for Schools campaign. www.edding.com/ecoline

DEALER SUCCESS

OFFICE BRIDGE SOLUTIONS

BRIDGES TO SUCCESS

What started as an idea at the beginning of the first lockdown turned into a huge success for OFFICE BRIDGE SOLUTIONS - which is now helping to drive the company’s growth

[28] MAY 2022

www.dealersupport.co.uk

or Mike Astbury the beginning of the first COVID-19 lockdown in March 2020 was, in common with the rest of

the sector, a time of enormous uncertainty – but a chance recommendation from a customer turned into a spectacular money-spinner that has helped his business, Office Bridge Solutions, to not just survive, but expand.

OFFICE BRIDGE SOLUTION

“When COVID started, we thought ‘What are we going to do?’ as our core businesses are hospitality and education and they both shut,” Mike remembers. “Nobody could get hold of any PPE or sanitiser so we decided to venture into that market. We teamed up with a few suppliers from outside

DEALER SUCCESS

in terms of revenue for Office Bridge in 16

Everybody has to diversify within our industry, or you are not going to last

of the industry off the back of our customer

years of trading; this revenue was reinvested into Office Bridge’s new larger premises in Runcorn. Since then, the PPE, along with the sanjan and catering supplies part of the business, has been hived off into a separate, stand-alone, company, TSS Hygiene. This

base. A customer put us in touch with one

powder coated steel and the opportunity

decision was taken to ensure the company

of their providers and said, ‘We think there

for customers to brand the stations for

could specialise in that field and give Office

is some work you two could do together.’”

themselves. We sold thousands of them, and

Bridge the scope to concentrate on its other

many people are still renting them.”

markets, which include print, furniture,

The customer was – as always – right. Mike had an idea for a large, no-touch,

Mike’s idea was to rent the sanitiser

workwear and education.

sanitiser dispensing system, and he

stations out, much like water coolers are.

explained this to the supplier during what

“We decided to do this in the hope that

our industry, or you are not going to last,”

was envisaged as an introductory call one

they would sit in the corner of the room

says Mike, “but we have added so many

Thursday afternoon. That night, he received

after the pandemic and people would

categories in the past two-three years, we’ve

a drawing of what the dispenser would look

continue to pay the £9.99 per month for

got enough for now. We must think about

like, followed by a prototype that arrived at

them – and the majority do. These stations

our customer base; this is why we separated

his office the following Monday.

have been out there for approaching two

TSS Hygiene from Office Bridge, because

years, generating income.”

I felt we were becoming a jack of all trades

“In the space of a few days we went from nothing to a sanitiser station with a pump dispensing system made from a

The sanitiser stations, along with PPE, sold so well that 2020 was the best year ever

“Everybody has to diversify within

and master of none. Diversifying is important, and you

www.dealersupport.co.uk MAY 2022 [29]

DEALER SUCCESS

OFFICE BRIDGE SOLUTIONS

One of Office Bridge’s sanitiser stations operational in a hotel

must keep doing it, but there are enough

– if there is something you can’t fulfil or do,

opportunities for us in the categories we’ve

then tell the customer. It isn’t the end of the

got to expand and grow - when we’ve

world, and they will understand. You have to

reached the limits of those, we can then

tackle problems head-on.”

bring in more categories.” ACQUISITIONS

We have always wanted to acquire businesses as and when they became available

RETAIL SHOWROOM

Office Bridge is also expanding through

One market that is growing for Office Bridge

acquisition, having snapped up Grace Office

is education - indeed, it was the main reason

Supplies in July 2021, which is based in Blyth,

why Office Bridge’s new premises contain a

Northumberland. “We have always wanted to

retail showroom because the business supplies

acquire businesses as and when they became

in the northeast. He does office supplies and

uniforms to many local schools, as well as

available,” explains Mike. “We have known

workwear, but he didn’t do print. We have

providing office and educational supplies.

the owner of Grace Office Supplies for many

in-house graphic designers where we do the

“We deal with hundreds of parents with

“The idea is to replicate what we do here

years, and always had a good relationship

print and design side. He doesn’t do medical

each school. They need a place to collect

with him. We said, ‘When you are looking to

supplies or janitorial and catering, so there

uniforms and they like to have a look at,

sell, get in touch,’ and he did.

are additional categories he can now tap into.

and feel of, the garments. It’s also useful to

Following the deal, David, the

We have already sourced suppliers and we’re

invite people to the showroom to see the

former owner of Grace Office Supplies, is

finding a formula that works in terms of

workwear products up close, and they often

continuing to work for the company. Indeed,

pricing and marketing. He needs to replicate

order after that.”

superficially, little has changed since the

it with his customer base and new customers.”

Much work in these markets comes

deal. “We haven’t rebranded; we kept the

Mike adds that Office Bridge is

through word-of-mouth, Mike explains; this

name as customers are familiar with that

hoping to complete more similar deals

is where Office Bridge’s philosophy of being

– they deal with Grace Office, not Office

in the medium-term. “We are looking

honest and transparent pays dividends. “Our

Bridge, and their relationship is with David,”

at small, typically one- or two-man man

business is built on honesty,” he says. “Every

Mike says. “It is about David growing the

operations. A lot of people are coming

member of staff has to be focused on that as

team now; initially it was just him, but we

up to retirement age and looking for an

you have to get the customer to trust you.

have employed another two people in the

exit strategy so, hopefully, we can do

You do that by reacting quickly and honestly

past six months.

something with them.”

[30] MAY 2022

www.dealersupport.co.uk

2022

Join us at DS LIVE THE industry event for all UK dealers

PUT THIS IN YOUR DIARY 20th October 2022 Coventry Building Society Arena, Coventry

LEADERSHIP

B A R R I E R S T O D I V E R S I F I C AT I O N - PA R T 2

Embracing differences In the second part of our feature on overcoming barriers to diversification, dealers explain how and why they diversified their product mix and the benefits this has brought to their business

here is a debate in the

diversified their product range over recent

TAKING IT SLOWLY

office supplies sector

years; while the past two years have seen

For Sarah Laker, who owns Marple Stationery

currently as to whether

many businesses pivot, out of necessity,

Supplies, diversification has been a gradual

the term ‘office supplies’

into new product ranges – especially PPE

process, starting with gifts and gradually

is indeed the correct

and sanjan – in order to keep going during

expanding the range of complementary

nomenclature. There has been a move away

periods of lockdown, this process had been

products over several years. With this

from ‘office products’ over the years as dealers

going on for many years, as the traditional

approach has come experience of what works.

these days often provide so much more to

stationery market has declined with the rise

“In our Marple shop sales of greetings cards

customers than just stationery; now there

of computer and digital solutions.

have increased 40% over the past couple of

is talk about whether it should be ‘office

So how do dealers diversify successfully?

years; we haven’t increased the space for them

supplies’, ‘office equipment’, or something else.

There are various ways it can be done, and

- just been cannier about what and how we

Of course, that there is this debate is

it all depends on the type of business we’re

buy – refreshing the stock, buying from more

talking about.

suppliers, having more variety,” she says.

down to how effectively many dealers have

[32] MAY 2022

www.dealersupport.co.uk

B A R R I E R S T O D I V E R S I F I C AT I O N - PA R T 2

“We have also looked at what our card publishers sell – and they all sell coasters, tea towels and soap, which you wouldn’t think to buy in a stationery shop, but we went with it last year in the run-up to Christmas and they sold really well.” Some diversification has come in

LEADERSHIP

services side of its business in recent years

The catering side will be bigger than office supplies in five years’ time

response to customer demand. “In the

and, as demand increased significantly during the lockdown, a decision was taken to invest more heavily in that side of the business. Rob Cavill, managing director of Spectrum, says that the company took a front-foot approach to diversification,

Wilmslow shop we have just put in some

considering further diversifying the business

recruiting six people into the digital

toys and sewing sets,” she says. “We did

into catering supplies. As his existing

transformation team. “This gears us up for

that because we were listening to what

suppliers didn’t sell foodstuffs he had to do

growth,” he says.

our customers wanted. We have a primary

his own research, although he says that the

school just behind the shop so, twice a day,

internet is as good a place as any to do that.

we have a succession of families walking

“It is about having the ranges customers

While he admits it would have been easier to postpone plans during the pandemic, and look to consolidate the

past. They were coming in looking for last-

want – the product ranges customers want

business, it was necessary to capitalise on the

minute party or birthday presents - we were

go from healthy snacks through to standard

opportunities emerging in the sector.

selling them stationery, but thought there

crisps and cereals – which can go beyond

was an opening to sell them more. We have

what the mainstream wholesalers offer,”

a recent rebranding for the company, this

also increased our premium gift stationery

he says.

investment has positioned the company

and brought in ‘sweary gifts’ – people like a

“We have had to find specialist suppliers

Alongside increased marketing, and

as not just a copier dealer, but as experts

bit of rudeness on a pen or a pad – and they

and, in the past year, we have found more

in automation who can assist with digital

are going really well.”

niche wholesale catering companies that

transformation – and poised for significant

operate in particular sectors, such as

growth, Rob says.

IMPORTANCE OF RESEARCH

healthy snacks, and that has made quite

Sarah admits that diversifying did mean

a big difference. The cash-and-carry type

many ways that businesses can diversify their

leaving her comfort zone of stationery,

operations are quite limited.”

product and service range in the sector. They

which was hard, but she took advice and

The diversification gamble has paid off

These mini case studies show there are

demonstrate that barriers to diversification

did research before committing to spending

The Office Works too. “My expectation is

that are often more perceptual than actual

on new products. “I didn’t know about toys

the catering side will be bigger than office

– not knowing a market, the costs or just

or crafts, so I spoke to friends who have

supplies in five years’ time,” says Andrew.

lacking in confidence – and are certainly

gift shops and used their knowledge, spoke

not insurmountable. More importantly, the

to suppliers I trust and used trade fairs to

INVESTMENT

benefits of diversification, especially in terms

source products – I prefer that to online as I

Another way in which businesses can

of increased revenue, far outweigh the risks.

can see and feel the products,” she says.

diversify into a new sector is through

Research was also critical for Andrew Hudson of The Office Works as he was

What do you think the new term to

investment. Spectrum has been gradually

refer to the sector should be? Let us know on

ramping-up the digital transformation

Twitter @dealersupport

www.dealersupport.co.uk MAY 2022 [33]

SALES SUCCESS

W H AT M A K E S A N O F F I C E P R O D U C T ‘ G R E E N ’ ?

Don’t get left behind with ‘green’ products Customer demand for ‘green’ products is increasing – especially among Generation Z – and those manufacturers that don’t respond effectively risk being left behind

eneration Z – those born between the mid-

This means manufacturers need to be more aware of this focus, says

1990s and early 2010s – currently account

Lawrence Savage, marketing manager at ExaClair. “The industry has

for about 30% of the global population, and

seen several ecologically-minded innovations relating to the production

they are predicted to make up 27% of the

of office supplies as manufacturing processes have become more

UK workforce by 2025; this generation have

advanced during recent times,” he says. “With a variety of items being

sustainability as a top priority.

launched to market that now boast greater elements of recyclability

Research by the World Economic Forum found that 75% of Gen

- while increasingly utilising raw materials from sustainable sources -

Zedders stated that the sustainability of a product was most important

suppliers have been able to demonstrate an increasing commitment to

when making purchasing decisions, compared to the brand name. This

environmental initiatives, such as reductions in CO² emissions and the

growth is set to continue as the prioritisations relating to the workplaces

use of cleaner energy. As we move forward, this will only intensify further,

of Generation Alpha – those born between 2010 and 2024 - follow in the

with policies like the new plastic tax compelling manufacturers to develop

footsteps of their Gen Z brethren.

more environmentally-aware ranges and packaging solutions.”

[34] MAY 2022

www.dealersupport.co.uk

W H AT M A K E S A N O F F I C E P R O D U C T ‘ G R E E N ’ ?

Indeed, various manufacturers are looking to move away from plastic packaging. For instance, Pentel has replaced its key blister cards with a range of plastic-free packaging made from 100% recyclable cardboard using material sourced from sustainable woodland. “Moving away from conventional blister

SALES SUCCESS

refillability, Wendy adds. “Even five years or

The key is to collect plastic before it enters the oceans!

so ago, many people would not have given a second thought to throwing away a perfectly reusable pen; thankfully, now, things are changing, and end-users are demanding that their everyday writing instruments can be refilled. This applies equally to B2C and B2B

cards, with their single-use plastic, is the right

sectors – it’s no longer acceptable to dispose of

thing to do for the environment,” Pentel’s

a product with a perfectly extendable lifecycle

manager, Wendy Vickery, explains. “Since we launched the new range, in

just because the refill has run out if the option to refill exists.”

the last quarter of 2021, we’ve been busy working on further replacements to introduce this year.”

REDUCING WASTE In other parts of the office supplies sector the focus is on reducing waste.

BENCHMARKING

“Sustainable hygiene management is key in professional cleaning,” says

Wendy notes that, with more sustainable products than ever available to

Anna Königson Koopmans, marketing director commercial for Essity’s

end users, it’s useful for dealers to set benchmarks when navigating their

professional hygiene business.

way around a sea of information. “For example, in order to offer products

For Tork, part of Essity, it is not only about contributing to an ever-

with respectable credentials to customers, it’s a good idea to decide

improving hygiene standard to make sure people are safe; delivering

on a minimum threshold for recycled content,” she says. “If a product

sustainable solutions has become key. “Customers are taking a more

currently contains only 30% recycled content, is there an alternative with

holistic look at ways to improve their cleaning operations by selecting

50%, or higher, recycled content to offer end-users?”

products and services that help reduce waste and are efficient and

Recycled content is one part of the story – equally important is

sustainable,” says Anna. “By delivering sustainable hygiene management

www.dealersupport.co.uk MAY 2022 [35]

SALES SUCCESS

W H AT M A K E S A N O F F I C E P R O D U C T ‘ G R E E N ’ ?

we can make a difference in the market – and provide tailored hygiene

while preserving our standards of quality and innovation. This principle

solutions for our customers.”

is based around four key pillars - recycle, reduce, refill and reclaim.”

Tork now offers an Office Hygiene Package that features products

Companies are also looking to become climate neutral –

and services based on environmentally-sound, resource-efficient,

something Pilot Pen UK has achieved under the Climate Partner

sourcing and production. These encourage efficient usage, reduced

programme. “This means that we have calculated our greenhouse

carbon emissions and less waste through innovations like one-at-a-

gas emissions, and we are continuously looking to reduce them -

time dispensing and compressed refills. Tork PaperCircle®, a paper hand

and offset unavoidable emissions - through carbon offset projects,”

towel recycling service, helps facility mangers meets sustainability targets

explains Adam.

by reducing waste by up to 20%, and cutting carbon emissions for their paper hand towels by at least 40%” Anna says.

“Companies can offset their emissions by supporting a certified carbon offset project, thereby rendering their products and services climate neutral. Pilot has decided to support and fund ‘Clean Oceans

BEYOND THE PRODUCT However, when talking about a ‘green’ office product, you need to

Plastic Bank Worldwide’ through a partnership with a climate partner. “Between eight and 12 million tonnes of plastic end up in our

look beyond the end product to the philosophy of the company that

oceans annually and 70% of such waste sinks to the seabed where

makes it and the manufacturing processes it uses, says Adam Smith,

we are unlikely to be able to clean it up. The key is to collect plastic

marketing manager at Pilot Pen UK. “These are often more impactful

before it enters the oceans! The Plastic bank project’s mission is

on the environment than the products themselves in terms of CO2

exactly that; to stop plastic waste from entering the oceans.”

contribution and use of raw materials. “At Pilot, our ‘write better with less’ principle represents our approach aimed at reducing the ecological impact of our production

[36] MAY 2022

www.dealersupport.co.uk

This shows the diversity of ways that products are being made to be greener – and will need to be as time goes on and more environmentallyaware members of Gen Z and Gen Alpha enter the workforce.

Office hygiene is now more critical than ever. Is your facility up to date?

Join us at Interclean, 10-13 May 2022, Tork stand 10.101!

Tork helps you elevate your business with sustainable hygiene management Improving cleaning quality and providing a hygienic, healthy work environment has become a priority for facility managers in office buildings. So please join us in person at Interclean 2022 to understand how sustainable hygiene management can elevate your business. Learn more at Tork stand 10.101 or tork.co.uk/Interclean Tork, an Essity brand

SALES SUCCESS

S U S TA I N A B I L I T Y I N C H A L L E N G I N G T I M E S

Sustaining sustainability Sustainability is on the corporate agenda again, but can businesses afford to become more sustainable given the current challenging economic times?

[38] MAY 2022

www.dealersupport.co.uk

ustainability is

destination, and how efficient businesses are

climbing up the

in relation to recycling, CO2 emissions and

agenda in the UK

waste efficiency.

once again, with the

But the post-pandemic economy is still

government laying

challenging, with many costs rising such as

out ambitious targets

energy, fuel and some raw materials, and this

for reaching net zero carbon emissions by

is impacting on sustainability goals.

2050. This will require manufacturers and resellers to work to reduce their emissions

PRIORITIES

across the whole product lifecycle; how

Nick Munton, managing director of

it’s made, what from – and the energy

DEOS Group, says his experience is that

consumed to do that – the fuel consumed

sustainability is becoming more of a priority

to transport it to a dealer and to its final

– but that it’s now mixed-in with short-term

S U S TA I N A B I L I T Y I N C H A L L E N G I N G T I M E S

SALES SUCCESS

practicality. “Pre-pandemic, the younger

has recently secured two new business

years, with manufacturers and merchants

generation who were coming through

arrangements with a district and a town

demonstrating their commitment through

into managerial positions in purchasing,

council. “Both were awarded to us on

certifications such as PEFC and FSC,”

and had the authority to make decisions,

the green aspects despite the fact that we

says Paul Savill, office and digital papers

were certainly much more focused on the

were not ‘approved’ on their respective

manager at Antalis. “However, how we use

whole process in terms of sustainability -

frameworks. Could the public sector be

our planet’s resources, and safeguard our

from manufacturing locations to delivery

leading the way?”

planet for future generations, has come into

and on-going support. They considered

ever-sharper focus as we see the impacts of

aspects such as multiple deliveries from

climate change.

multiple locations and the effect that might have on the logistical footprint,” he says. “We saw this as a benefit, and a definite improvement in the purchasing process, rather than the vast majority of the

There is still a challenge involved in pricing recycled products

weighting being applied purely to the cost.

“This has posed greater, and more detailed, questions to our industry; it is an area where a great deal of progress has been made, with manufacturers producing a wider range of ‘carbon balanced’ papers. The calculated CO2 impact of manufacture

“However, post pandemic, many

– and, in some cases, onward delivery to

customers – in some cases understandably

SOCIAL PRICING

logistics hubs – of these papers is converted

– are tightening their belts and, much as

Jade Cuthbert, digital marketing and

into carbon credits via recognised carbon

they may have a CSR or environmental

sustainability manager at Eco-eco Stationery,

reducing agencies and invested in low

policy, they also have a need to keep their

says her company is finding that customers

carbon projects and initiatives globally.”

businesses robust and, ultimately, profitable.

are increasingly exploring sustainable

We have certainly seen a return in some

suppliers with an open mind, looking to

schemes available in the UK where

sectors to short-term purchasing with a view

educate themselves on the benefits. “There is

customers can offset the carbon impact of

that it might not be the ‘best’ solution now,

still a challenge involved in pricing recycled

paper by purchasing from resellers who align

but it is the solution that is ‘best’ given the

products, despite the energy consumption

their purchases to one of the several carbon

economic climate.”

involved being lower than when creating

offsetting schemes that are available, many

using non-recycled materials,” she says.

of which focus on creating new woodlands

Nick notes that that there is still a clear generational gap in the approach of clients

“Dealers are having to explore the

Paul adds that there are also several

in the UK, or preserving areas of significant

to sustainability. “The post-50 age group

social values that sustainable items bring to

are still less likely to take the environmental

the table, including a premium price tag.

“Complementary to these CO2

aspect into account, whereas it tends to be

Customers looking to buy eco products

initiatives, manufacturers are working

the main focus for the younger generation.

consider this as an acceptable part of a

to reduce their environmental impact

I think that’s a statement of society, rather

sustainable transaction, and it becomes a

by reviewing their packaging and

than just our industry.

talking feature of the products themselves.

manufacturing to maximise recyclability

“We receive multiple enquiries per

biodiversity across the globe.

Measuring and reporting on a company’s

and minimise the use of non-recyclable

month for recycling from non-customers

carbon footprint, as well as net zero goals,

content without detrimental effect to the

but, strangely enough, none of them expect

is also a great way to show customers that

product within,” he says.

to pay for it, even though it’s not included as

they are assessing their supply chain and the

a service by their own suppliers. At least they

company’s overall operations.”

are looking for a solution; we then simply

“However, it is clear that, in order to maximise the success of these initiatives, it is our collective responsibility to talk to

have to agree with them what the value of

ESTABLISHED VALUES

suppliers, customers and end-users along the

that solution is.”

However, in some sectors, such as paper,

supply chain. We need to ensure the message

sustainable practices are already well-

is communicated clearly, accurately and in

new direction for dealers prioritising

established. “Sustainability and office

detail, to mitigate any risk of unsubstantiated

sustainability to look to. DEOS Group

papers have gone hand-in-hand for many

or inaccurate claims and/or assumptions.”

Nick adds that there could be a

www.dealersupport.co.uk MAY 2022 [39]

LIVE IT

TEABREAK

LIVE IT Life hack For any mishaps that may occur on wooden window frames or skirting boards, you can use nail polish remover to tidy up unwanted paint splashes, or a thin highlighting brush – often found in hairdressing salons - to achieve the perfect painted edge.

Kind fines As reported by BBC

THUMBS UP!

News, a woman said she was “overwhelmed” after a stranger left money on her car to help pay for a parking fine. Selena Mills got a ticket from the machine in a car park in Mapperley Top, Nottingham, which allowed her to stay free for two hours. On her return she found she had been fined £25 due to her ticket blowing

CAPTION COMPETITION

over, but she also found £20 and a note saying ‘From one mum to another’. Mother-oftwo Selena said she thought the ticket might have blown over when she shut the car door. After posting her thanks on Facebook, she tracked down the mystery donor. She said she had sobbed when she read the stranger’s note. “I think she has restored my faith in

TWEET CAPTIONS TO @DEALERSUPPORT

humanity,” she said.

Quote of the month In three words I can sum up everything I’ve learned about life: it goes on. Robert Frost

[40] MAY 2022

www.dealersupport.co.uk

? TEABREAK

LIVE IT

Did you know?

Did you know it takes 70 different pieces of wood to make a violin? This explains why some of them are so expensive (one even sold for $16 million!)

Eagle population reaches new heights The number of golden eagles in southern Scotland has hit its highest recorded level since the early 19th

PUB QUIZ

1. In what country is K2, the second-tallest mountain in the world?

than 30 birds in an area where there

2. Sisters Anne, Charlotte and Emily were members of which 19th century literary family?

were fewer than five breeding pairs

3. In what year was the Great Fire of London?

just four years ago. The South of

4. What was the name of Samuel L. Jackson’s character in Pulp Fiction?

There are now estimated to be more

Scotland Golden Eagle Project has been relocating birds to the region since 2018. It started bringing chicks from the Highlands but has now begun

5. In Friends, who plays Rachel’s sister Jill? Answers: 1. Pakistan 2. The Brontë family 3. 1666 4. Jules 5. Reese Witherspoon

Century, BBC News has reported.

introducing older birds and is the first project in the UK to move golden eagles aged between six months and

Knock me down with a feather

three years from one area to another. The latest additions are seven birds

A record-breaking strawberry

caught in the Outer Hebrides and then

A farmer in Israel has entered the Guinness World

transported and released in the south

Records after he grew the largest strawberry on record,

of the country.

says Sky News. Weighing in at 289g, it has been declared the world’s largest after Chahi Ariel spent a year farming it; the previous record was held by a strawberry grown in 2015 in Fukuoka, Japan, that tipped the scales at 250g. The strawberry was picked on Mr Ariel’s family farm near Netanya in central Israel in February 2021 and has been stored in a freezer ever since. “We waited for a year for the results. We kept it in the freezer for a year - it’s no longer as pretty as it was,” Chahi said. The strawberry is a local variety called Ilan, which tends to grow to a hefty size. Sadly, the record-setting fruit has shrunk to about half the size it was a year ago.

www.dealersupport.co.uk MAY 2022 [41]

SALES SUCCESS

F A T H E R P. C L I P

Bringing hope, peace and unity to the good brethren of business supplies The Good Father is looking forward to his holidays – even if he can’t quite leave the world of stationery behind… hings are going to be different this year. Last spring and summer the government paid us all money to sit in the garden in our swimsuits and drink - we didn’t have to worry about prospecting, or getting up early, or going to an office, or what amount of business we were doing. The only thing we had to do was source PPE and make no money on it it because the local newsagents and grocery shops had got a huge stock of it, which was somehow cheaper than our offering. It leaves me wondering what we are going to do this summer. I think we might return to the way it used to

[42] MAY 2022

www.dealersupport.co.uk

be when everyone wanted to go abroad during the summer and at least we could forecast business more accurately. I’ve already got my holiday booked; I’m going to the Caribbean for a couple of weeks in July, safe in the knowledge that I won’t be leaving our stationery world behind altogether. Every time I go away, no matter where in the world it is, I seek out an office supplies business and try to get to know the people who work there. Usually they are friendly enough and, after a couple of days of ‘phoning the police and putting out a restraining order on me, they usually come around and we can talk for almost a full fortnight about how they operate,

what they sell, how much they charge for paper and how they go about it. It’s amazing that the same problems occur the whole world over and I’ve witnessed many a foreign office supplier lose his mind over shortages and delivery problems. I always come back refreshed, and armed with many ideas, so I gather everyone together and compile a slide show of my holiday and all my findings. Everyone looks forward to it and they often say it’s the best eight hours of their year. It’s certainly strange times in our industry and the best thing to do is to stay positive - so, if anyone wants to see my eight-hour presentation, please do get in touch.

FINAL WORD

SALES SUCCESS

The value of giving Ben Thompson, communications and PR manager at Midwich, says that supporting and raising money for charities helps not only the chosen organisations, but also those engaging in charitable activities, to improve their mental health and wellbeing

educing our

to get involved. We have set our sights on

environmental impact,

raising a record amount this year.

helping our local

As well as donating as much money as

Ben Thompson Communications and PR manager at Midwich

employee engagement and organisational

communities and

possible for our chosen charities, in 2022

performance - that’s why we create regular

charities, and supporting

we are giving everybody the opportunity to

wellbeing challenges. Our current ‘Healthy

our people are three important elements of

take a day out and donate their time towards

Body, Healthy Mind’ initiative combines

how we conduct business at Midwich.

a volunteering project. This might be

fundraising for our chosen charities, a

supporting Cancer Research UK’s local Race

physical activity challenge, and competition

supporter of charities and, over the past 10

We have always been recognised as a

for Life events, litter picking in the local

– the aim is to have a positive impact of

years, we’ve been proud to represent some

community or a conservation project in

the mental and physical wellbeing of our

amazing charities and raise about £200,000.

partnership with Norfolk Wildlife Trust. We

colleagues, promote team togetherness, and

Most recently, we raised £45,058 for our local

are also forming a team of green-fingered

raise vital funds for charities.

mental health charity, Norfolk and Waveney

colleagues who are creating a vegetable patch

Mind. We did this through several different

and garden area at Midwich HQ; we plan to

the year as vehicles to recognise and

initiatives, including our annual quiz, festive

raise funds for our charities by selling the

support the physical and mental wellbeing

raffle and physical activity challenges. As well

vegetables in our office café.

of our staff. We invested record levels in

as donating funds, colleagues volunteered

2021 on these initiatives, which included

shop near our head office, and donated 315kg

CREATING POSITIVE ENVIRONMENTS

of worthwhile items.

From a mental health perspective, we

more than 100 hours to the Mind charity

In 2022, we are supporting 14 charity

We also select national days throughout

mental health awareness day, employee appreciation day and wellness week. Midwich has also invested funds to

recognise that promoting wellbeing can help

provide all employees with private medical

partners in the UK and Ireland and our

prevent stress and create positive working

insurance (PMI), permanent health

events and initiatives are open to our

environments; this, in turn, enables both

insurance and life cover. For our staff to

customers, vendors, distributors, suppliers,

colleagues and the organisation to thrive. Good

know they can access PMI, and be seen by

family members and the local community

health and wellbeing can be a core enabler of

a medical specialist quickly – rather than joining the NHS waiting list – provides peace of mind and reduces the financial burden.

Good health and wellbeing can be a core enabler of employee engagement and organisational performance

And finally, no colleague should have to work on their birthday, so we have given everybody an additional day off to celebrate their birthday (or the closest work day) with family and friends.

www.dealersupport.co.uk MAY 2022 [43]

2022

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FINAL WORD

SUSTAINABLE PRINTING SATISFYING DEMAND

FATHER P CLIP

EMBRACING DIFFERENCES

BRIDGES TO SUCCESS

OPTIMISM IN A TIME OF CHANGE

BIG ASK – CHINKS IN THE CHAIN

NEWS AND VIEWS

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