KEEP CONFIDENTIALIT YOUWHEREVERWORK FREE marketing toolkit, email Evie on elacey@fellowes.com up to CASH BACK £80 Make sure you’re promoting our big cashback promotion on the world’s toughest shredders. * Offer valid from 1st September to 31st December 2022, see website for full terms and conditions. APPRENTICESHIPS AND ATTRACTING YOUNG PEOPLE TO THE SECTOR Getting new talent on board PEOPLE WHO NEED PEOPLE How to establish and maintain customer relationships in today’s modern world September 2022 Issue 324 inspiring success M&A ACTIVITY IN THE SECTOR Changing your mindset to grasp opportunities
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Whether you’ve stayed in the UK (where the weather has been surprisingly great) or traveled abroad, we hope you had a fantastic summer! September always feels like a good time to take stock, renew your motivation and think of new strategies after a summer period which is often disjointed due to holidays. Dealer Support magazine is here to help.
To kick off our September issue we take a look at how mergers and acquisitions could be a way forward to help you achieve greater success. We then get some firsthand experience from SARATT OFFICE SUPPLIES who have recently completed an acquisition; they tell us all about how they are adopting a ‘can-do’ attitude to help them continue to thrive.
Strategies, sales, success
Over the past few years businesses of all shapes and sizes have made incredible inroads into a more sustainable future; from plastic-covered products to polystyrene-filled boxes, more of our goods are arriving in biodegradable, recyclable and reusable packaging. With e-commerce predicted to almost double in size over the next three years, are we ready to take things to the next level? Industry experts tell us how they are making sustainable advances in their packaging. As always, don’t forget to check our website regularly for all the latest news from the sector, and you can chat with us on our Twitter feed and let us know your opinions at @dealersupport.
Dan ActingPartoneditor KEEP CONFIDENTIALIT YOUWHEREVERWORK FREE marketing toolkit, email Evie on elacey@fellowes.com up to CASH BACK £80 Make sure you’re promoting our big cashback promotion on the world’s toughest shredders. Offer valid from 1st September to 31st December 2022, see website for full terms and conditions. APPRENTICESHIPS AND Getting new talent on board How to establish and maintain customer relationships in today’s modern world September 2022 Issue 324 inspiring success M&A ACTIVITY Changing your mindset to grasp opportunities firstname@intelligentmedia.co.uk Intelligent Media Ltd c/o Soho Works Unit 4.1 The Tea Building 56 Shoreditch High Street London E1 6JJ Tel: 0203 794 8555 Fax: 0203 794 8554 Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988. Printed in the UK by Micropress Printers Ltd. www.micropress.co.uk Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite FROM THE EDITOR ACTING EDITOR Dan NickHEADPartonOFSALESOleskiw CREATIVE TEAM Amanda VickiDIRECTORLancasterBaloch hello@dealersupport.co.uk
Dealers know how important people are to the success of their businesses - a great business needs great people, which means hiring the best talent available. But is the office supplies sector still stuck with its (alleged) ‘stale and male’ image – or is it able to shake this off and attract younger people to its ranks? We explore five ways that you can attract Gen Z talent to your team. The digital world is something Gen Z know all too well, but do you know the difference between ‘digitisation’ and digitalisation’? If you don’t then you need to head to our article on this where we take a deep dive into digitalisation and business transformation.
All email addresses are firstname.lastname@intelligentmedia.co.ukformatted
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ContentsSEPTEMBER2022 122610“There are a lot of dealers struggling currently and consolidation in our industry is needed over the next few years” 16 06INDUSTRYNEWSANDVIEWS The latest news from across the sector 08 NEWS EXTRA Exertis launches Charity Committee with Mental Health UK 10 ACQUIRING SUCCESS – COULD MERGERS AND ACQUISITIONS BE A WAY FORWARD? Opportunities definitely exist for those with the mindset to see them 14 DEALER SUPPORT LIVE Dealer Support LIVE returns in to the Coventry Building Society Arena on March 16th 2023 DEALER SUCCESS 16 ‘CAN DO’ ATTITUDE DELIVERS VALUE SARRATT OFFICE SUPPLIES on completing its latest acquisition 20LEADERSHIPGENZSTOCKTAKE-FIVE WAYS FOR OFFICE SUPPLIERS TO ATTRACT YOUNGER PEOPLE The importance of attracting young people to ensure the sector’s sustainability 22 DIGITALISATION AND BUSINESS TRANSFORMATION Do you know the difference between ‘digitisation’ and ‘digitalisation’? You need to SALES SUCCESS 26 BOXING CLEVER What innovations are on the packaging horizon? 32 PEOPLE WHO NEED PEOPLE How to establish and maintain customer relationships in today’s modern world 34 PLANNING AND ORGANISING How can dealers make the most of the popular tools within this sector? LIVE IT 36 FATHER P. CLIP The good Father reflects on the warm weather this summer 38 TEABREAK Take a break with some light-hearted fun
Key responsibilities include marketing planning, new product launches, and integrated digital communications for the company’s range of safety, visual communication, and waste management solutions for industrial and office workspace environments.Lizziesaid, “I am very excited about the future potential of the business and look forward to developing ambitious marketing plans and initiatives to raise the company’s profile and further strengthen its position in the market.”
THE MONTH THAT WAS
Office Power bolsters leadership team
Lizzie brings more than six years of experience to the senior management team, joining as marketing manager.
In its long-term management vision statement for 2030, Imaging to the People, Konica Minolta declares
Konica Minolta has much to celebrate!
Beaverswood appoints a new marketing manager
Lizzie Allen joins Beaverswood as a senior executive to oversee its brand development and product marketing.
Dealer software and services company Office Power has announced that it has added to its executive team with the appointment of Mark Heath as its new MD.
Through these efforts, Konica Minolta is striving to contribute to the Sustainable Development Goals, while facilitating the evolution of the business community and human society.
Mark has a proven track record of successfully scaling traditional dealer businesses having founded and spent twenty years at the helm of Bluefish Office Products; he is perfectly positioned to oversee Office Power’s next chapter of growth.“Iamreally excited to be joining Office Power in September, and to having a key role in enabling them to further their offering for business supplies dealers, and take the business to a new level,” Mark said. “I am looking forward to collaborating with the team on launching new technology features, enhancing service offerings, diversifying product ranges and developing new operating models.”
Konica Minolta has been included in the FTSE4Good Index Series for 19 consecutive years; in addition, it has also been named to all of the five responsible investment (RI) indexes adopted by Japan’s Government Pension Investment Fund (GPIF).
These five indexes are the FTSE Blossom Japan Index, the FTSE Blossom Japan Sector Relative Index, the MSCI Japan ESG Select Leaders Index, the MSCI Japan Empowering Women Index and the S&P/JPX Carbon Efficient Index. This is the sixth consecutive year for Konica Minolta to be listed on all of these ESG indexes since the GPIF first adopted them.
[06] SEPTEMBER 2022 www.dealersupport.co.uk INDUSTRY THE MONTH THAT WAS
its determination to help attain a sustainable society and remains committed to developing innovations that can promote both the creation of new value for the global environment and human society and the growth of its business. In the wake of the global COVID-19 pandemic, the company considered how it could contribute to the fight against the pandemic, and has been providing various support and solutions, leveraging the strengths it has developed in the healthcare business and a wide range of other areas.
OT Group CEO, Andrew Jones, commented: “We’ve taken a 200-year-old brand and made it fit-for-purpose in a constantlyevolving wholesale market.
Kyocera partners with fitness wear brand Keep Attacking
“With Keep Attacking, we have found a partner with values, ethos, and goals that perfectly align with Kyocera’s,” said Rod Tonna-Barthet, president and CEO at Kyocera Document Solutions UK. “Fitness apparel is just one aspect of Keep Attacking - it’s an attitude and a lifestyle, underpinned by Brian Wood’s story of perseverance and will to succeed.”
Spicers returns to wholesale supplies market with key senior hire
Since Paragon acquired OT Group and Spicers Ireland in May 2020, a seven-figure sum has been invested into the group and the evolution of its dealer provision, in anticipation of the reintroduction of the 200-year-old Spicers name to the market.
Keep Attacking also prides itself in being more than just a fitness clothing brand; it hosts a range of intense, off-road, running events, drawing in fitness enthusiasts and adventure-lovers with a passion for pushing boundaries.
“As such, our new model provides a cost-effective, digital-first solution for dealers. As we continue on our journey to become ‘best-in-class’, we pride ourselves on being customer-focused –something which sits at the core of Spicers as we seek to deliver the right products, at the right price, and at the right time”.
THE MONTH THAT WAS INDUSTRY
Lamination film specialists Zulu Packaging Limited has been acquired by Premier Paper Group. Zulu Packaging provides products for a wide range of lamination and packaging film requirements, including flexible packaging films for direct food contact, lamination films for carton producers and a stock range of lamination films for commercial print.
Strategic business supplies specialist OT Group has announced the return of the Spicers brand to the wholesale office supplies market and the recruitment of a new group operations director
Kyocera Document Solutions UK have announced a new sponsorship initiative with fitness wear brand Keep Attacking. The new partnership aims to promote healthy lifestyles, athletic achievement and mental support.
Zulu Packaging will now become a specialist division of the Premier group and will be known as Premier Lamination Films. “I am delighted to welcome Zulu Packaging to Premier,” said Michael Beever, MD. “Lamination films are sold very successfully in many countries across the wider JPP group and we have used this experience and expertise to identify opportunities to further expand our product offer to existing and new customers”.
Premier laminationacquiresfilmspecialists www.dealersupport.co.uk SEPTEMBER 2022 [07]
Keep Attacking motivates everybody to reach their fitness goals. The company was founded by former soldier Brian Wood MC, inspired by the adversity he has overcome in his military career and later life. In addition to offering fitness apparel, its mission is to provide a wide range of styles that look good, fit well, perform well and are durable.
● to make a difference.
Simultaneously, staff at Exertis Almo in America will also be accumulating 1,750 miles in the same way and will be raising money for the American Foundation for Suicide Prevention to raise awareness of the importance of mental health in their community.
INDUSTRY THE MONTH THAT WAS
The Exertis Charity Committee strives to tap into the goodwill of its people across the organisation to be charitable, giving purpose to the community spirit of the company. Four key principles underpin everything the committee does:
“We’re pleased to join Exertis UK to raise awareness of mental health issues facing many people around the globe today,” Warren Chaiken, president and CEO of Almo Corporation, said. “Exertis Almo will be raising funds for the American Foundation for Suicide Prevention; many of our employees have volunteered their time and charitable giving with this organisation.”
● to foster a deeper sense of belonging for Exertis’ people;
[08] SEPTEMBER 2022 www.dealersupport.co.uk
NEWS EXTRA
“This is a problem which needs talking about, and the taboo needs to be broken down. We’re thrilled to be working with Mental Health UK and raising money for a charity which does such awesome work.”
“Of course, we have our fantastic Mental Health First Aiders and also access to other Employee Assistance Programmes, but partnering with Mental Health UK will help elevate this important topic – not just for Exertis, but to all those who require mental health support.
Committee, in partnership with Mental Health UK, a charity that brings together the heritage and experience of four charities from across the country which has been supporting people with their mental health for nearly 50 years.
● to have a positive impact on communities; and
To celebrate the launch of the Exertis Charity Committee the company has launched ‘Ride to Exertis Almo’ – an initiative where staff will amass distance by peddling on bikes to reach a goal of 1,750 miles, which is the equivalent of halfway between Exertis UK and Exertis Almo’s Philadelphia headquarters.
committees to support them in achieving their strategic goals.
Many people around the country have been impacted by mental health issues; the Exertis Charity Committee feels that partnering with Mental Health UK will allow it to make a significant impact in supporting those affected.
“We’re so delighted to announce our partnership with Exertis,” said Hayley Gunn-Bruce, head of partnerships at Mental Health UK. “People need support for their mental health now more than ever. At Mental Health UK, we are so excited to work with businesses like Exertis who are passionate about supporting our vital work and who want to be part of creating real lasting change. We won’t stop until everyone has the tools they need to live their best possible life and we know this partnership, through the amazing fundraising efforts of Exertis colleagues, will help that happen. We cannot wait to begin.”
● to create formal channels to be charitable;
The committee is split into two broad categories – fundraising and volunteering – each with sub-
n August, itsExertisservicedistributiontechnologyUKandproviderannouncednewCharity
Paul Bryan, managing director of Exertis UK, is a strong supporter of the new Charity Committee. “The statistics surrounding mental health in the UK show that many of us will struggle with our mental health at some point in our lives. Sadly, not everyone seeks help and this can lead to terrible consequences. We want to support our people’s mental health and we are committed to helping where we can in society.
A target of raising £125,000 has been set for the Exertis Charity Committee’s inaugural year
Exertis launches Charity Committee with Mental Health UK
I
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INDUSTRY MERGERS AND ACQUISITIONS [10] SEPTEMBER 2022 www.dealersupport.co.uk
It gives me no pleasure to say that I think we will undoubtedly see casualties this year. While the acquisitions market might be a way out for some – it is certainly buoyant at the moment with talks - some people are, understandably, still hoping to attract the kind of exit price that they saw their business valued at pre-COVID and, clearly, those values are no longer achievable for many.
Trends in mergers and acquisitions have fluctuated, given current and past global events – but opportunities definitely exist for those with the mindset to see them, and grab them
O
While the government did provide loans to struggling businesses, and the resulting expectations of economic bounce-back post-COVID were quite positive, recent global events have cast a slightly different view on things.
HOW AND WHY MERGERS AND ACQUISITIONS HAPPEN
Mergers, typically, occur when one business purchases another by buying an agreed level of stock in exchange for its own stock; an acquisition is different in that one business acquires another. It does not usually change its management but may possibly add to it. This activity is
NICK MUNTON, MANAGING DIRECTOR, DEOS GROUP
It gives me no pleasure to say that I think we will undoubtedly see casualties this year. While the acquisitions market might be a way out for some – it is certainly buoyant at the moment with talks - some people are, understandably, still hoping to attract the kind of exit price that they saw their business valued at pre-COVID and, clearly, those values are no longer achievable for many.
Acquiring success – could mergers and acquisitions be a way forward?
In 2021 forecasts relating to mergers and acquisitions were driven by a set of stimuli that very quickly became redundant. J.P. Morgan forecasted that M and A deals would be driven by economic changes due primarily to the end of the pandemic and the promise of more political stability. In the UK, Boris Johnson was still riding high (how quickly a little ‘office partying’ brought about such seismic political changes and public perception). The sky high inflation due to Putin’s’ invasion of Ukraine combined to create a perfect storm and M and A forecasts were turned on their heads, as office supply businesses, along
ffice supplies businesses have undergone harder times than most during the pandemic as their customer base dwindled. Moreover, unlike many other businesses, the return to the office has been slow, and some forecasts predict that it will never return to pre-COVID levels.
with many other sectors, found themselves in potentially desperate times. The traditional pattern of M and A now looks very different.
NICK MUNTON, MANAGING DIRECTOR, DEOS GROUP
MIKE ASTBURY, OFFICE BRIDGE
“We have known the owner of Grace Office Supplies for many years, and always had a good relationship with him. We said, ‘When you are looking to sell, get in touch,’ and he did.
Mergers and acquisitions activity can be an indication, or result, of several economic stimuli which may be misinterpreted by the inexperienced or less well-informed. For example, in 2021, first quarter M and A completions surged globally, which was mostly attributed to confidence returning to a battered and still bruised global economy. Should 2022 UK quarters three and four demonstrate
high levels of M and A interest and activity, some observers may assume this is merely a continuation of the buoyant mood of 2021. The reality may be that even the most cock-eyed optimist will see that the underlying reasons for a potential increase in M and A lies in a number ofpotentially horrific - situations lining up in front of us.
So where does this leave businesses in the sector? Will there will be more M and A activity than is ‘usual’ moving forward? Astute professionals will be looking at the current and impending economic situation, making assessments as to just how high interest rates may rise, how long inflation will take to get under control (difficult due to the main influence being global, not local) and when the best times for acquisitions are. Some may be influenced by a business putting out subtle distress calls for help while others may be proactively looking for a buyer after having had too much stress over the last few years to fight on.
We purchased the customer base of Control Office Supplies and transferred the staff across under TUPE regulations. It’s quite a smooth process which we’ve got pretty good at after a number of acquisitions.”
We purchased the customer base of Control Office Supplies and transferred the staff across under TUPE regulations. It’s quite a smooth process which we’ve got pretty good at after a number of acquisitions.”
ANDY EFSTATHIOU, MD OF QUILLS
often driven by a successful company wanting to accelerate beyond the sphere of normal organic growth, or a business that has not traded too well but still shows promise. A new cash injection for company stock often benefits both parties. There will currently be healthy office supply and office equipment manufacturers out there sensing opportunities for fast growth through the acquisition of others that have not ridden the storm too well.
MERGERS AND ACQUISITIONS INDUSTRY www.dealersupport.co.uk SEPTEMBER 2022 [11]
ANDY EFSTATHIOU, MD OF QUILLS
“We have a ‘playbook’ on how to make it a success. There are a lot of dealers struggling currently and consolidation in our industry is needed over the next few years; we are one of those companies that are primed to provide an exit for some of these dealers.”
ANDY EFSTATHIOU, MD OF QUILLS
there are other things a business owner can do to create the right impression and show positivity. From sprucing up the premises and motivating the staff to generally creating a feelgood factor - which most often comes from the MD - a potential buyer will feel the spirit and mood and, hopefully, see potential beyond the current order books. We all know that a business is its people, making them a huge asset in any merger or acquisition.
Let’s not forget that M and A can create wealth for both parties. The current and worsening economic situation may mean that much M and A activity is forced, but there remain opportunities for buyers and sellers that are astute in their selections of partners and are open-minded enough to see the opportunities in front of them.
If a dealer is looking to sell part or all of his business, how do they get the very best deal? Accountancy practices need to be in tight order as it will be difficult for a potential buyer to want to even look at a company that only has historic accounts data. Most accountants know how to present the latest figures to look as promising as possible to aHowever,buyer.
“We have a ‘playbook’ on how to make it a success. There are a lot of dealers struggling currently and consolidation in our industry is needed over the next few years; we are one of those companies that are primed to provide an exit for some of these dealers.”
MIKE ASTBURY, OFFICE BRIDGE
MAXIMISING M AND A OPPORTUNITIES
MIKE ASTBURY, OFFICE BRIDGE
ANDY EFSTATHIOU, MD OF QUILLS
“We are looking at small, typically one or two-man man, operations. A lot of people are coming up to retirement age and looking for an exit strategy so, hopefully, we can do something with them.”
Conversely, a company looking to buy or merge will have to undertake due diligence to ensure the company of interest is everything that it claims to be. Often, if a company is being sold, it’s not merely due to the simple retirement of the owner or perceived cash flow; if a business is struggling, there is a reason, and this needs to be established. Poor reputation, poor service, poor products - there are often bigger fixes than simply having to increase margins or sales volumes.
So, what is the M and A mood, moving forward? There are two key drivers here; necessity and opportunity. A business can become so badly damaged for reasons beyond its control that the only options are to close the company or sell it. Selling is often the preferred option as a business can then be given a new lease of life from a cash injection and a new set of eyes overseeing opportunities. Stock may be easier to acquire at more competitive discounts achieved through higher volume, and there may be exposure to new customers.
On the flip side, opportunities arise for those businesses in a position to accelerate growth. Finding a business with the right synergy, strategy and outlook can be challenging but, often, it is recognised immediately when found.
“We are looking at small, typically one or two-man man, operations. A lot of people are coming up to retirement age and looking for an exit strategy so, hopefully, we can do something with them.”
INDUSTRY MERGERS AND ACQUISITIONS [12] SEPTEMBER 2022 www.dealersupport.co.uk
HOW DO THINGS LOOK, MOVING FORWARD?
Thursday 24 November 2022 Kimpton Clocktower Hotel, Manchester Enter bossawards.co.ukToday! Entry Deadline: 26 August ANDSPONSORS SUPPORTERS
WE’RE BACK!
Dealer Support LIVE returns in to the Coventry Building Society Arena on March 16th 2023 – and plans are well underway to make it everything the dealer community has asked for
ollowing on from the success of previous years, Dealer Support LIVE seeks to create an interactive experience that brings the magazine to life. It’s an event specifically designed for independent dealers, aiming to provide clarity and practical advice for you to take back to your business. It’s all about providing tangible, relevant information which will really make a difference.
A FOCUS ON DIVERSIFICATION
Our most recent survey highlighted the need for dealers to diversify in the face of an uncertain future. Our aim is to ensure that delegates feel fully-prepared for any and all changes which may occur, politically and economically, that affect their businesses. A focus on diversification and change will address this head on.
This year boasts more opportunities to learn, a broader spectrum of exhibitors, and an opportunity to network with peers, along with the popular Q&A session for delegates to get involved with. We’ll be running a selection of seminars – chosen by you, our readers, via a survey we will run later this year. The details are being steadily updated at www.dealersupportlive. co.uk as speakers and content are confirmed.
Why join us?
2023
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[14] SEPTEMBER 2022 www.dealersupport.co.uk INDUSTRY DEALER SUPPORT LIVE 2023
This year we boast a number of sessions that really focus on how to drive and grow business. We want delegates to leave feeling more informed, and more skilled, in areas of business growth and development.
INFORMATION TO GO
Diversification often involves finding new avenues of business. This is an ongoing and vital process and, this year, we focus on areas into which dealers can successfully diversify and supporting them with the best ways to approach these different sectors.
● Priority booking for our networking drinks at the end of the day (which has limited capacity).
Dealer Support LIVE offers insights and solutions that delegates can take back and apply to their businesses straight away. So, why wait – flag your interest or book your ticket ASAP!
*Terms and conditions apply, and will be made available at time of booking. Late cancellation and no-show fees also apply. Contact intelligentmedia.co.ukvicki.baloch@ for the full Ts&Cs.
No-one knows the benefits and challenges of running a reseller business better than those who do it. Dealer Support LIVE is a fantastic opportunity to network with other business leaders in the sector, sharing experiences and solutions, and forging long-lasting, professional relationships which benefit delegates and their businesses for years to come.
In addition to networking opportunities throughout the event, we’ll be hosting a drinks reception at the end of the day for all delegates - as well as a delicious hot lunch and ongoing refreshments throughout the day, for exhibitors, speakers and suppliers to enjoy together.
● Priority access to seminar bookings.
All tickets include attendance at all seminars and talks, exhibition, lunch and refreshments. Get yours at www.
EXHIBITION
The most buzzing part of Dealer Support LIVE is always the exhibition. It offers delegates an opportunity to chat to, and
dealersupportlive.co.uk
NETWORKING
THE IMPORTANCE OF BUSINESS GROWTH
www.dealersupport.co.uk SEPTEMBER 2022 [15] DEALER SUPPORT LIVE 2023 INDUSTRY
To simplify the process – and to make it easy for as many dealers to attend as possible – advanced tickets for this year’s event are FREE*!
Those booking early will grab PRIORITY tickets, which include:
TICKET INFORMATION
DISCOVERING NEW VERTICALS
learn from, a broad range of supplier partners, and gives you the chance to have a really good look at what’s new in their sectors.
● A guaranteed place at the Q&A panel debate.
Back by popular demand, our panel of key industry faces will debate and deliberate around the burning questions and the hot topics of the moment within our industry.
OPEN Q&A
The latest acquisition, the fifth for Sarratt, Manton Commercial, was completed on August 1, and will add about 60% to the Sarratt turnover, according to Alan, making it the biggest deal the company has undertaken - and it was a deal long in the making. Alan had discussed the potential for a deal with Peter Herring at Manton before the pandemic, but once COVID-19 hit they both focused more on ensuring their respective businesses stayed afloat. “Then Peter ‘phoned me
SARRATT OFFICE SUPPLIES has just completed its latest acquisition, and the extended business is ready to thrive as it embodies its founder’s ‘can-do’ attitude ’Can do’ deliversattitudevalue
[16] SEPTEMBER 2022 www.dealersupport.co.uk DEALER SUCCESS SARRATT OFFICE SUPPLIES
arratt Offices Supplies has come a long way since Alan Gray started the business in his garage 29 years ago. Alan was warned at the time that office supplies could be a tough business but, having come from the construction industry, he wasn’t fazed by this. He brought with him an ethic of hard work and this, along with some strategic acquisitions along the way, has seen the business thrive.
S
with furniture, which requires a high level of service, we put a healthy markup on and stick to However,it.”
We make sure we maintain our margin, and it’s as good as it’s ever been
this is only part of the reason why Sarratt is thriving. “If you don’t stay close to your customers - and talk to them so that you know what they are doing - it is going to be difficult,” says Alan. “That personal contact that is so crucial.” Trust is also crucial, Alan adds. Delivering a reliable service for day-to-day office supplies means that when a customer plans a larger project, such as a refurbishment, the trust with Sarratt is already there, making it that much easier to win the business.
‘CAN DO’ ATTITUDE
Alan also brings a positive, ‘can-do’, attitude with him, addressing a pet hate of his. “Often, with a contractor, when you talk about a job you want doing, the first question is ‘When do you want it done?’ which says to me ‘Don’t expect it any time soon.’ There is always that negative undertone that I don’t like. I prefer to think ‘Let’s find out what you need and then try to work around you; you are the customer’. Likewise, when I work with contractors, I work with companies and individuals that can operate promptly and efficiently..”
www.dealersupport.co.uk SEPTEMBER 2022 [17] SARRATT OFFICE SUPPLIES DEALER SUCCESS
MARGINS
CLOSE TO THE GROUND
earlier this year and asked if I was ready for a chat about a deal. I said I was, and we went from there,” says Alan.
Alan also keeps a tight rein on the financial side of the business. Profits are reinvested; he makes a point of not having an overdraft and keeps a close eye on the financials, checking everything that comes in and goes out. “I like doing the finance,” he says. “I also like haggling with buyers and going out
He is confident that the acquisition will be a success. Manton had a diverse range of customers with differing needs, which is no problem for Sarratt, which has always offered a wide range of products and services, from sticky notes to office refurbishments. In addition, Alan expects to make efficiency improvements in purchasing, being able to buy in greater bulk from manufacturers and wholesalers, and improving margins that way.
Good margins are part of the reason why Sarratt – named after the picturesque Hertfordshire village near Rickmansworth –could take on such a large acquisition when many other dealers in the sector would not be able to. “We make sure we maintain our margin, and it’s as good as it’s ever been. Yes, we buy from the right areas but, for example,
The earn-out also helps to smooth the transition and ensure that each acquisition has helped Sarratt to grow - although a large part of that is Alan and his team ensuring that customers moving over to the business are kept happy. “We try to never say ‘No’,
DELIVERING VALUE
[18] SEPTEMBER 2022 www.dealersupport.co.uk
basically; that is key. We say ‘I think we can help you – what do you need? When do you need it, where does it have to go to?’ It is this openness and positivity that I aim to have as our culture. We’ll also be honest and tell customers if a delivery isn’t arriving as soon as we know, and what the reason is. It is better to be honest and then see what we can do to accommodate that customer.”
“I am really proud of what the team here do and we are bigger and stronger than ever - and ready to deliver more value to customers.”Iworkcanindividualscompanieswithandthatoperatequickly
DEALER SUCCESS SARRATT OFFICE SUPPLIES
and doing sales and seeing what customers are saying and doing. If we win an account and get an order, there is nothing better.”
“The earn-out is a safeguard, just in case some of the business’ clients decide they don’t want to change, and exit,” he explains. “We want to be careful, so I base the earn-out on a percentage of their gross profit; this way there is transparency in what money is being made.”
wouldn’t work for us.”
Alan also has a tried-and-trusted method when it comes to acquisitions. “I like to pay an amount up front and include an earn-out. I try to do this quite quickly, over a maximum about eight or nine months, as I want the previous owner to get their money as soon as possible.
But the business is still pushing forward - for instance, Alan recently added his first electric van to the fleet, as he seeks to reduce costs and the business’ carbon footprint. He is also exploring new areas that the company can sell into – Sarratt is making increasing inroads into the film and TV market, for instance, providing services to nearby Warner Bros and Pinewood Studios, among others.
At the moment Alan is concentrating on ensuring that the acquisition of Manton delivers the value he wants it to; he isn’t looking for any more purchases in the immediate future. “I have no desire to expand geographically; we are comfortable where we are,” he says. “I have never felt that ‘big is beautiful’ – acquiring a dozen dealers is not us. A local offering is important, and I like it; all our clients are within half an hour of our offices. Having clients in outlying places that we can’t manage or reach easily
YOURSUPPORTINGBUSINESS Established 30 years ago and 2021 winners of the Print IT EOS Distributor of the Year award, Data Direct is the UK’s leading dealer-only distributor of copier and workplace supplies. Data Direct Partner Programmes are chosen, trusted & integrated by hundreds of Dealers, benefiting business models from white label fulfilment, to nationwide service support and more. www.data-direct.co.uk Find out how we can help support your business today MODELLINGTHEWAY GROWING POWERING BOOSTING EMPOWERING SUPPORTING FACILITATING
Gen Z stocktake - five ways for office suppliers to attract younger people
Z. In England alone, 3.47 million of this tech savvy generation aged 20 – 24, has now entered into the ‘world of work’ and they offer a myriad of benefits to any workforce – but can you attract the right fit for your dealership? In this article, we take a look at how to do that with five simple steps.
A survey by YouGov revealed that 39% of these new future employees want to work
T
he office supplies sector is often characterised as being populated by the older generation and, more specifically, older men. For it to thrive in the future, it has been suggested that it needs to engage with, and recruit, more young people, especially college and university leavers; how can the sector –and individual dealers – do this effectively?
Is the office supplies sector stuck with its (alleged) ‘stale and male’ image – or is it able to shake this off and attract younger people to its ranks?
1INVEST IN THE RIGHT SORT OF WORK CULTURE
for employers that live and breathe values that align with their own. This does not necessarily mean lots of team socials, table tennis in the office and free food but rather that their ideal employer prioritises their welfare.
[20] SEPTEMBER 2022 www.dealersupport.co.uk LEADERSHIP ATTRACTING THE GEN Z GENERATION
More than one-third of the world’s population count themselves as part of Gen
Benefits geared towards a good work-life balance - including flexible hours (37%), paid holiday time (34%) and paid sick leave (32%) are all particularly attractive selling points. Just 15% were motivated by ‘perks’ such as gym access, free snacks and happy hours.
2 DIVERSIFY YOUR WORK ENVIRONMENT
Gen Z is the first generation to have been around technology since birth. Vincent Belliveau, of people development software provider, Cornerstone OnDemand, says it’s important to put money behind technologies that focus on people. “Invest in systems that will help your employees grow and develop, rather than transactional systems like payroll and time management. Put the emphasis on your people, and focus on the technologies that will help your employees prepare for a digitally-focused and fast-moving workplace of theInvestingfuture.” in technology will not only render you more attractive to job applicants, it will also propel your business into the growing digital age. Statistics show that 80% of Gen-Z would prefer to work with cutting-edge technology, while 91% say that technology is an important variable when searching for job opportunities.
Post frequently and keep your content engaging - not only will you grow your follower base, but they will also be more likely to think of your dealership the next time they’re looking for a new job. One-inthree employed 18-24 year-olds are actively looking for work elsewhere, so now’s your chance to make some changes and show them what you can offer.
A massive 77% of this cohort attested to the importance of diversity in the work environment. Do you have a dedicated diversity and inclusion strategy? An unbiased hiring process? Do you arrange talks, host events, and support charities? If not, maybe you need to start thinking about these things.
5 START WORKING WITH LOCAL COLLEGES AND DEVELOP AN APPRENTICESHIP PROGRAMME
Kicking off your own apprenticeship scheme can bring talented graduates and students right to your door. This is about getting youngsters excited about a future in office supplies – and, specifically, your dealership. They’re likely to be the future leaders of your business if you get this bit Thisright.isavery cost-effective option – a total win-win. You can get help from the government to pay for apprenticeship training and assessment and as an incentive payment for other costs. The amount you get depends on whether you pay the apprenticeship levy or not - have a look at the information available on this Apprenticeships are a popular choice, with figures showing a 76% feeling that learning is the key to their progression. Get in touch with schools and colleges in your area to raise awareness of jobs in the office supplies sector. Tell them about the skills they would learn and some of your“Withachievements.anapprenticeship, you’re getting real work experience alongside the education. It gives you more experience, and a head start in the workplace.” (George Marsh, IT apprentice recruitment coordinator at Lifetime)
www.dealersupport.co.uk SEPTEMBER 2022 [21] ATTRACTING THE GEN Z GENERATION LEADERSHIP
3 UPGRADE YOUR TECHNOLOGY
4 CHANGE YOUR IMAGE ON SOCIAL MEDIA
With educationalongsideworkyou’reapprenticeship,angettingrealexperiencethe
Where will you find your future employees? On social media. Whilst you might not use social media platforms directly to sell your office supplies, it’s an essential tool to increase brand awareness and – importantly – attract younger people to your dealership. Showcase your culture on the social media platforms that you know your prospective employees use; advertise your benefits and demonstrate that you care about what they care about.
most common forms is shifting from bricks and mortar retail to e-commerce.
There have been fundamental changes in the way people work over the past two years, and they are here to stay, according to Tommy Edlund, director of global sales at Konftel. The company, headquartered in Sweden, supplies video conferencing facilities to businesses and so has a front row seat in seeing how industry changes are panning out. “In many ways 2021 was a
D
Digitalisation and transformation
“Since then, organisations across the globe have successfully transitioned to more hybrid ways of working. A new phase is emerging based on a permanent blend of office and home employment. We expect these trends to continue for the long term.”
business
igitisation is what we have all been doing for years – sending emails rather than letters, PDFs rather than printed brochures, storing our customer data on a spreadsheet instead of a card index. Digitalisation is more than this. It is using digital technology to transform a business. It can be applied to production, marketing, sales and, of course, distribution; one of the
[22] SEPTEMBER 2022 www.dealersupport.co.uk LEADERSHIP DIGITALISATION
“Office workers around the world suddenly needed effective distance meeting solutions to continue to perform.
Do you know the difference between ‘digitisation’ and digitalisation’? You need to. One describes day-to day, transactional, uses of technology - the other is the key to unlocking the power of your data and taking your business to new levels of customer understanding and success
rollercoaster year, shaped by the pandemic and concerns over global warming,” he said.
EMBRACING CHANGE
Digitalisation in action #1: Professional Office Supples
Professional Office Supplies launched a new website in early 2022. A high percentage of their sales had always been in electronic data-interface and so their e-commerce platform was the interface between the company and their customers. “We adopted Evolution X (a B2B ecommerce platform from ES Tech Group) in order to provide a better online experience, aesthetically. However, that turned out to be only the beginning,” managing director Des McKeown explained. “Evolution X gave us the tools to promote, cross-sell and better communicate with our customers without the usual visits from sales representatives. We have seen an up-turn in sales among a certain type of customer and more enquiries about areas of our supply that customers weren’t aware of, across the board.
In a recent panel debate several very experienced industry figures were asked how they saw the future of the industry.
“The office products industry
advanced B2B e-commerce technology, and multi-channel reach, to drive sales and operational efficiencies.”
Power CEO, has seen the same shift. That’s why they have migrated their entire platform infrastructure to the cloud with Microsoft Azure. “We have witnessed online B2B purchasing accelerate over the last two years. Traditional reseller and wholesale business models now require
Such changes in working practices have a knock-on effect for everyone selling into offices which may now be largely empty. Simon Drakeford, CEO of the OE Group, and chairman of the UK office products trade association BOSS, has highlighted key product areas for the business supplies sector post pandemic. Home working, which is an aspect of the digitalisation of the workplace, would mean that the demand for home furniture and home computing would continue to grow. “The mix shift from off-line to on-line is seismic” he said, “and packaging for e-commerce across the board will be very Richardimportant.”Sinclair,Office
www.dealersupport.co.uk SEPTEMBER 2022 [23] DIGITALISATION LEADERSHIP
The company introduced a range of kits for in-room, PC-based, systems in July, recognising that use of Zoom and Teams from a PC for meetings is now commonplace. Previously, Konftel focused on meeting platforms set up in a conference room, where the user connected their laptop to the existing audio and camera system. “The in-room sector is growing significantly, and we expect the two distinct scenarios to eventually level off at around 50/50,” Tommy explained. “We are living in different times and a different world, especially around distance working. We won’t go back to the way things were before.”
Robert Baldrey of Aurelius (formerly CEO of EVO and Vasanta and finance director of Spicers) said: “The dynamic of the supply chain has changed...there are winners and losers and if you are supplying offices, as a lot of us do, there is a trend working against
us. The impact that digitalisation has had on traditional office products has been a massive, accelerated effect.”
According to Ian Haywood, managing director of UKOS, “The market in our sector has been running at 65% to 70% of what it was pre-COVID, and I don’t see it going back to 100%, ever.” One response to these challenges is, of course to, digitalise yourself as a supplier; some of the areas where digitalisation can have a big impact are back-end systems, ecommerce presence and logistics management.
has long been plagued with awful data from wholesalers and suppliers, making e-commerce a very difficult thing to do well. Fusion Data (a content management, enrichment and syndication system for wholesalers and distributors) allows us to offer a much better shopping experience all-round. The content is fantastic, and the ability to sort, search and filter properly - as simple as this sounds - makes a huge difference to the end-user.“The customer service team is very responsive and helpful. EvolutionX is a very robust and intuitive product; however, the few times I’ve had to call upon the customer service team they’ve been extremely diligent and professional, always keeping me upto-date with any outstanding ticket as it is being resolved, and always to my satisfaction.
Digitalisation in action #2: Southall Special School
the school no longer needs to hold a paper copy, saving filing space and eliminating the risk of damage or theft. Secondly, the documents can only be accessed by the correct personnel with the right permissions; every time the documents are accessed there is a full, auditable, trail of who has read what, and what they’ve done with the document. Documents can be quickly searched for, and retrieved using names, dates or keywords, saving time and administration resources. Digitalisation of their documentation system also made it easier to comply with GDPR requirements.
Having these documents kept securely in the cloud offers many advantages. Firstly,
Having manycloudsecurelydocumentsthesekeptintheoffersadvantages
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accountancy practice and many other types of office - and the same benefits would apply to the storage and sharing of images, technical information and sales details for an online catalogue or ecommerce site.
Southall Special School, based in Telford, used digitalisation to solve a variety of problems they were having in storing their school records. Pupils with special education needs have lengthy school records which need to be safely and securely stored for 25 years. Converting the records into digital format using a scanner, such as the ScanSnap iX1600 from Fujitsu, was the first stage - but the Fujitsu professional services team at Filestar took this a step further by combining the scanner with cloud-based document management software.
The information requirements here would be similar in a clinic, GP surgery,
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based void fill and boxes made from sugarcane - there is a burgeoning business in making more sustainable packaging solutions. However, these innovative products come at a cost – will it pay off in the long run? On the flip side, governments around the world are bringing in increasingly restrictive legislation in relation to waste, many of which will carry financial implications for non-compliance. Does this mean the alternatives will become more attractive?
A GROWING PROBLEM
a value of $1.3 trillion in 2014 to $3.3 trillion in 2019, according to research from Statista The pandemic stuck the proverbial rocket up that market, with shoppers seeking to avoid crowded high streets and businesses operating from workers’ front rooms.
The solutions are out there. Mushroom-
ackaging has become an significantincreasinglyissue in the office supplies sector - and in business in general - in recent years, with a drive to make it more environmentally-friendly.Inthepastfewyearsbusinesses of all shapes and sizes have made incredible inroads into a more sustainable future; from plastic-covered products to polystyrenefilled boxes, more of our goods are arriving in biodegradable, recyclable and reusable packaging. But with e-commerce predicted to almost double in size over the next three years, are we ready to take things to the next level?
What the world has been through over the past few years has changed the way we do business with our customers. Online shopping and e-commerce has been a growth market for some time, inflating from
In 2020, the market was worth $4.2 trillion; by the end of last year it stood at $4.9 trillion. As more people get online, and tech-savvy generation alpha mature, e-commerce is projected to balloon by another 50%, reaching a market value of about $7.4 trillion by 2025.
BoxingP clever
It’s not just B2C that’s being impacted either. A report by Digital Commerce 360 showed that online sales in the B2B market had increased by almost 18%. It pegs the valuation of the B2B e-commerce market at $12 trillion in 2021, with projections that it will grow at a rate
Many advances in packaging have been made - but is there more that can be done? What innovations are on the horizon to make packaging more environmentally-friendly still?
[26] SEPTEMBER 2022 www.dealersupport.co.uk SALES SUCCESS ‘GREEN’ PACKAGING
Plant-based packaging is becoming more mainstream, from bioplastics that are designed to biodegrade to mushroom mycelium –purported to be a suitable replacement for traditional polystyrene. Sugarcane bagasse, a pulpy residue left over from crushed sugarcane stalks, has proven to possess qualities suitable for conversion into paper, cardboard and even plywood and there are innovations underway using seaweed, coconut husk and even the shells of shrimp.
of 17.5% between now and 2027.
sustainable. “APP has launched a plasticfree, biodegradable and compostable food packaging paperboard solution. The paperboard uses an innovative nano aquadispersion coating technology, replacing harmful petroleum-based and plant-based plastic coatings. The plastic-free solution ensures the offering is both compostable and Marierecyclable.”Challis, office dealer sales manager, Antalis, says: “Demand for sustainability is growing, placing an ever-greater emphasis on the packaging we all use. As a result, by adding sustainable materials to our product range, there is now a real opportunity for resellers to increase their customers spend. Antalis is geared up to help customers do exactly that,
whole host of revolutionary solutions already exist to improve packaging strategies.
What we’ve got is a fair amount of demand and orders, but an inability to get it made or get it shipped
www.dealersupport.co.uk SEPTEMBER 2022 [27] ‘GREEN’ PACKAGING SALES SUCCESS
How this links with sustainability shouldn’t be too hard to pin down; at every stage of the supply chain - from the biggest manufacturer to the smallest supplier (and even to the retail customer) - products now need to be packaged in a way that ensures they survive transit. That means more boxes, more bubble wrap - and more waste.
Innovation in this sphere are widespread. Objectives focus on reducing packaging weight and volume, eliminating toxic additives and reducing the energy consumption required to produce materials. For dealers and suppliers alike, the hard work has already been done, as a
There’s been a huge shift from using bubble wrap and air pockets to fill voids towards using packing paper instead; it’s recyclable and compostable, making it easy for the recipient to make good choices at the end of its cycle. Added to this, companies are being encouraged to use boxes that are more appropriately sized for the product, reducing the need for void fill. Perhaps we’re finally going to see the end of Amazon shipping a memory card in a shoe-box-sized carton?
However these additional pressures have not seen businesses charging headlong into unsustainable practices – not the majority, anyway. Discussions around environment, social and governance (ESG) targets are high on the agenda of many a board meeting, and NAVEX asserts that more than 80% of businesses have a formal ESG programme in place. Sustainable packaging is only one part of the ESG landscape, but it’s an important component that is only going to become more pressing as time goes on.
INNOVATION UNDERWAY
Dr Liz Wilks, European director for sustainability and stakeholder engagement at Asia Pulp and Paper, is clear about how its food packaging technology aims to meet the objectives of businesses looking to be more
“Antalis has a range of ‘green’ packaging products, a carbon offsetting scheme and a vast range of sustainable options, including a bespoke box-making service with minimum order units of 100, to help resellers fill the demand in the market for sustainable solutions.”
stretched’. “What we’ve got is a fair amount of demand and orders but an inability to get it made or get it shipped,” he says.
Nicole DeJoris, president of Illinois-based Pinnacle Packaging, says that the problem is far from over. “There is still a cardboard box and paper shortage. The perfect storm continues.
All this additional e-commerce has led to a rather unusual problem – a shortage of cardboard. Mark Sutton, CEO of one of the biggest makers of the material, International Paper, has described the supply chain as ‘very
However, the cardboard fight back is already well underway. Reusabox, for example, offers companies the chance to sell unwanted cardboard boxes so it can provide once-used boxes to businesses as an alternative to brand new ones. With their highest-quality boxes, Reusabox even offers to pick up the same box and redeliver it to the customer, letting them keep using the same material over and over again.
For businesses wondering how they can balance the added cost of sustainable packaging products with green goals, Marie Challis says:
There are only a handful of paper mills, shopping habits have changed, it’s easier to shop online, brick and mortar stores are closing, and it’s easier than ever to return items purchased online.”
INCREASED SUSTAINABILITY, REDUCED RELIANCE
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whether it’s through advice, training or directto-customer deliveries or providing bespoke packaging solutions to meet end-user needs.
IP is not the only firm smarting from the lack of cardboard supply. By this time last year, businesses had reported a tenfold rise in the price of cardboard boxes since the start of the pandemic. Stockpiling, disruption at borders and the huge demand from online retail giants like Amazon have been blamed for the shortage and, although things are starting to ease in some parts of the world, experts predict it will be some time before supply and demand really balance out.
“With more parcels being sent, cost effective and sustainable packaging materials are increasingly in demand. Antalis offers office and stationery resellers a comprehensive range of sustainable packaging essentials to meet the needs of customer packaging
Consumers are willing to pay a premium for products that include sustainable packaging
www.dealersupport.co.uk SEPTEMBER 2022 [29] SPONSORED SALES SUCCESS
Antalis has a range of ‘green’ office products, a carbon offsetting scheme and a vast range of sustainable packaging options to help resellers fill the demand in the market for sustainable solutions.
Antalis’ sustainable success
● Offer a range of green packaging essentials including more eco-friendly materials, recyclable alternatives and packaging made from recycled content, or even re-usable products.
Demand for sustainable packaging is growing - ANTALIS PACKAGING can help!
How can office resellers tap into this growing market and support end users with improving the sustainability of theirHere’spackaging?someideas to get you started.
here is a real opportunity for resellers to increase their customers spend by offering green packaging products and solutions. With the implementation of the Plastic Packaging Tax, and the need for all companies to reduce their carbon footprint, packaging is one area end users need to tackle to reduce the impact their logistics and packaging operations have on our planet.
offer advice and bespoke packaging solutions to your customers. A pack redesign can tick many boxes including improved sustainability, waste reduction, cost cutting and improved customer experience and efficiency.
Antalis – here to support you and your customers with the best alternative materials for your business’ long-term growth. Contact us now at co.uk/lets-talk-packagingask.antalis. or call 0370 607 3132
● Look at value-added services you can offer your customers including carbon offsetting packaging so you can provide customers with carbon balanced packaging.
● Work with an expert packaging partner who can help you
T
requirements and applications.
A study by McKinsey found that, at present, 83% of legislation relating to sustainable packaging focuses on plastics, and that approximately 45% of these use taxes, fines or fees as a mechanism for ensuring compliance. “We observe three things happening in the market today,” observes Liz Wilks. “The first is that consumers are demanding sustainable products. Secondly, governments around the world are implementing new plastic-free/sustainable packaging legislation. Thirdly, global brands must adapt and change their procurement to meet consumer and regulatory demand for
[30] SEPTEMBER 2022 www.dealersupport.co.uk SALES SUCCESS ‘GREEN’ PACKAGING
Of course, the financial impact goes both ways. While businesses may be penalised if they don’t embrace sustainable packaging, they could also see investment in this type of technology as a penalty in another sense - but does sustainable packaging really cost more?
From future-proofed protection from taxes and levies, to reduced reliance on finite resources, getting fit for the future is a clear priority for the modern supplier.
FINANCIAL IMPACT
ProfiPack tool can be achieved in a matter of months, depending on specific circumstances.
Research by Raconteur found that 43% of businesses cited cost as one of the biggest challenges in the switch to more sustainable packaging, and other studies have claimed that implementing sustainable packaging could cost between 1% (for B2C retailers) up to 25% for specialist packaging suitable for items such as However,food.while there are certainly costs to consider, particularly when transitioning from non-sustainable to sustainable solutions, in the long run, Liz Wilks believes the investment will pay off. “Surveys have shown that consumers are willing to pay a premium for products that include sustainable packaging; this should offset any costs at the retail level, and should help brands and retailers to opt for such sustainable options.”
“By adding packaging to their product range, resellers can tap into this growing market. As one of the largest providers of sustainable packaging solutions, Antalis can support and even provide bespoke packaging designs, through its Smart Packaging Centre, that look at all aspects of sustainability in packaging. Sustainable solutions can also reduce costs, for example by improving packing efficiency and delivery efficiency or reducing the amount of packaging material used.”
sustainable options. The market has changed - and will continue to evolve; solutions are needed today.”
Other initiatives target cardboard repurposing to make the most of it on its first cycle through the supply chain. UK-based HSM sells a range of shredders and compressors to make cardboard management simpler, and one of its most innovative products sees cardboard waste turned into usable packaging material. The ProfiPack punches and embosses a pattern of slits and quilts into waste cardboard pieces, turning it into strong, padded packaging mats that can be used as protective void fill.
This RoI will further increase in 2023, when the UK implements its extended producer responsibility - legislation which could cost businesses £2.7 billion in its first year if they don’t take the necessary steps to reduce nonrecyclable content in their packaging. The government’s plastic packaging tax, introduced in early 2022, places levies on any packaging material made in, or imported to, the UK that is not composed of at least 30% recycled plastic; the EU implemented a similar rule in 2021 and the US Congress is mulling over a proposal for similar legislation.
“At HSM, we have seen a 600% growth in 5 years for these products, much of which was during the pandemic as business moved substantially online and organisations were looking for more environmentally-friendly packaging solutions,” explains Mark Harper, head of sales at HSM. He adds that, for some suppliers, return on their investment in the
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At some point, pretty much every DEALER SUCCESS interview we run states something along the lines of, ‘Our customers are at the heart of everything we do – that’s why we’re a success’. In today’s world of online this, and e-commerce that, how do you establish and maintain a genuinely close – and lucrative - relationship with your customers?
he Barbra Streisand classic tells us that, ‘People who need people are the luckiest people in the world’. There’s no arguing with this; the value of dealer-customer relationships cannot be understated. Selling to somebody once is easy for a good salesperson – selling to that same person a second, third
or fourth time is where the challenge lies. The key is in the creation of what is often termed ‘warm calls’. While cold-calling remains an integral part of running many smaller businesses, it’s turning these into ‘warm calls’ which can change everything and create a positive response in the customer.
Start with small talk. Simply remembering the names of the people you’re speaking to –including any receptionists or assistants along the chain – will help ingratiate you with them. Developing a back story for your relationship by asking about the customer’s health, hobbies and home life also creates a jumping off point for future conversations, and you will be remembered as a dealer who bothers to ask personal questions in a caring way.
People who need people
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So how does a dealer take this concept and develop it into a fully-formed relationship?
[32] SEPTEMBER 2022 www.dealersupport.co.uk SALES SUCCESS CUSTOMER RELATIONS
Develop your after-sales service. It takes a matter of moments to call a customer after a delivery has been received by them to check that they’re content. Many clients won’t say a thing if they’re unhappy with a service – they will simply cut their losses and find a new dealer. Speaking to them after the sale will help you to discover what they actually think of your service, where their pain points are and, potentially, lead to the next sale.
Dedicate one salesperson or team to one customer. The idea of repeatedly contacting a company and having to speak to a different person with the same story every time is not an attractive one for most people - in fact, it often serves to put them off calling at all and drives people to buy their products via the internet - which can lead to mega-markets like Amazon taking more dealer business. A dealer with enough salespeople on its team would do well to ensure that each one looks after specific accounts to ensure they have the opportunity to build a relationship and are aware of the customer’s history and needs. Installing a robust CRM system will help to keep track of all of those details, especially if a salesperson is away and another has to take on their clients.
Train your salespeople properly. Whether your salespeople are trained for two weeks or six months before being given free reign on the ‘phones, they should be properly taught how to speak to people in a way that feels more like a warm call than a cold one, including simple ways to make small talk, retaining a friendly tone and, most importantly, being aware of any information they might be asked for by a customer. It will obviously reflect badly on the business if the salesperson doesn’t know the ins and outs of the dealer they represent, whereas a knowledgeable contact will be highly valued by the customer.
Deal with complaints properly. No ship runs entirely smoothly 100% of the time and mistakes are inevitable. The key way for a dealer to maintain business with a customer it has let down in some way is to own up to the error and rectify it, rather than passing the buck (and the blame!) This level of professionalism is likely to be appreciated and shouldn’t negatively impact a strong customer-dealer relationship - plus, it helps a business learn; the occasional failure should be seen as an opportunity to develop. Ultimately, treating customers as business partners, and not simply sources of money, is the only way to ensure they stay with you, so take every opportunity to create a professional friendship.
www.dealersupport.co.uk SEPTEMBER 2022 [33] CUSTOMER RELATIONS SALES SUCCESS
Put in the extra effort and ensure your customers want for nothing
Throw in rewards. As well as running regular promotions and special offers, as most dealers do, a reward scheme for both new and long-term customers can be a great way to achieve additional business. Even small gifts can help; these can relate to the size of the order, the amount of orders placed or simply the length of the relationship.
Go the extra mile with sourcing. The former two points are unlikely to come up at all if you have the resources to put in the extra effort and ensure your customers want for nothing. A dealer offering a little bit of everything, and keeping its finger on the pulse of the industry’s changing landscape, is likely to automatically receive more customer attention, after which it’s just a matter of keeping hold of that attention.
Don’t oversell. Over-selling comes with the risk of under-delivering - and underdelivery undoubtedly leads to customer losses. The desire to keep a client close may make over-selling a tempting idea, but avoid it; honesty will serve you far better. In the same vein, dealers should admit when there is something they cannot deliver and make up for it in other ways, such as excellent customer service.
Help even when there’s no monetary profit in it. If, for whatever reason, you can’t deliver something your customer needs, helping them to acquire it another way – even if that means sending them in the direction of a different dealer – shows trust in your partnership, and is appealing to the
client because it shows that your relationship is more than just mercenary.
[34] SEPTEMBER 2022 www.dealersupport.co.uk SALES SUCCESS PLANNING AND ORGANISING
lanning and organisation are integral parts of the working day, regardless of sector. Organisation in any office environment is broad and widespread, and it’s something we discuss a great deal in Dealer Support.
Planning and organising goes far beyond your Google calendar! How can dealers make the most of the popular tools within this sector?
One area all types of businesses take advantage of when planning and organising their working lives is the use of visual communication, or viscom. Even a simple to-do list is considered
viscom – it allows the brain to process what’s happening and what lies ahead, prompting us to compartmentalise the day’s tasks and better organise and plan our daily lives.
PlanningP and organising
Files, cabinets, managed document systems and cloud technology all help the working environment move more smoothly, efficiently and productively. Similarly, planning is about preparing for the future – either immediate or long-term – and is undertaken in various ways in both groups and through personal preference.
“It’s easy to understand why people reach out for visual communication products when they are communicating with a group or planning and organising their work,” commented Joaquim Damas, marketing director at Bi-silque. “In several case studies we’ve conducted we’ve found that planning and organisation is an important part of every successful business - whether a big corporation or a small business. By using visual communication products in this process, people receive visual stimulation to attract their attention to things they don’t want to forget. Viscom tools help people to better visualise their daily, weekly and monthly activities so that can make a realistic plan of what needs to be accomplished.”
Flip charts – Flip charts are particularly useful for group planning and organising in meetings.
Planners and bullet journals – While many people do now rely on digital or e-mail based calendars, attractive, stylish paper-based planners are on the rise in many sectors.
www.dealersupport.co.uk SEPTEMBER 2022 [35] PLANNING AND ORGANISING SALES SUCCESS
It’s also important to remember how data is inputted into
whichever viscom a customer chooses, as this can be an easy route to up-selling. Consider the type of tools different sectors are going to want or need when it comes to filling their boards or journals. “People can attribute colours to help them prioritise their tasks and projects,” Joaquim points out. “For instance, we have developed colourful magnetic accessories with which people can create their own planner, tailored to their needs and those of their teams.”
THE KINDS OF VISCOM USED FOR PLANNING AND ORGANISING INCLUDE:
ORGANISATION, INSPIRATION, CREATIVITY
The choices people make when it comes to the pens, pencils, stickers and magnets they use are all down to either their personal style or company branding, and these will be the colours and tools that generate inspiration in them. “Inspiration is very important in planning and organising,” Joaquim says. “We recommend people choose visual communication tools that will inspire them, keep them concentrated and motivated to accomplish their goals.”
Most importantly, these viscom solutions, and their associated tools, will hopefully help to create a stronger planning strategy – a powerful sales angle for dealers to focus on. “Having a regular planning strategy will improve team focus and keep tasks and projects on time,” Joaquim concludes. ”Teams should create a routine to get around a planning board to create their tasks or project schedules, in order to organise and prioritise their work together.”
Notice boards – Whether digital boards, or more traditional ones made of cork or paper - having a wall-mounted layout of a plan can help ensure that everyone who sees it is on the same page, and can act as a continuous reminder of their course.
Inspiration is very important in planning and organising
Bi-silque specialises in boards and often recommends them as a broad solution for any planning and organisation needs. “The most common advice we give to people who wish to be more organised, is for them to write their to-do list on a board for extra visual help,” Joaquim says. “This alone will result in a big difference in their efficiency and productivity, as they will constantly receive a visual stimulation of what has still to be done. If you want to take planning and organisation to the next level, then planning boards will do wonders for your work.”
Diaries – A more stripped-back version of planners and bullet journals, many still find it incredibly useful to use a diary, large or small, to remind themselves of the day, week or month ahead without the need for 4G or wifi.
Things are changing in the wonderful world of office products. We’ll no longer be looked upon as boring pens and pencils salesmen - all of a sudden we’ll be able to tell people what we do without feeling embarrassed about it! We’ll be able to say that we help people to stay healthy and fit, and we’ll be able to stand in the bar on a Friday night boasting about this week’s sales and offering interesting insights into the latest trends.
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People will come to us who need help. It won’t be just because their staplers are empty, or that they need someone to moan at about the price of paper – and won’t that be a grand day when it eventually arrives...
to stock up on buckets as well!
Air coolers and ventilation of any type are very important to all of our employees, not least because of Mrs O’Reilly’s personal hygiene problems; she’s well aware that there is a smell but she says she doesn’t know where it comes from. People over the years have mentioned it, and lots of visitors have remarked on how we always have the windows open, even in the winter. “Don’t you get cold?” they often ask and we always think to ourselves that being cold is much better than the alternative!
SALES SUCCESS FATHER P. CLIP
e didn’t have to buy in a load of air coolers and fans this summer as we still have the same ones we ordered in five years ago sitting in the warehouse. It’s always a risky strategy and this year we decided not to promote them because the hot weather was bound to only last a few days before the onset of the normal summer rain, hail andItsnow.turned out that I was wrong, and it lasted a little longer, so much so that we actually sold one of the air coolers, and had a celebratory lap of the office, only for the customer to return it as there was a COVID outbreak in their office and they blamed our product.
When you stop and think about it, if the forecasters are correct, air coolers and fans and even air conditioning units are something we are all going to be selling more of in the future; add to that the onset of flooding and we might have
Bringing hope, peace and unity to the good brethren of business supplies
[36] SEPTEMBER 2022 www.dealersupport.co.uk
The good Father reflects on the warm weather this summer and the variety of benefits ventilation provides
Make any space a collaboration space.
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[38] SEPTEMBER 2022 www.dealersupport.co.uk Take the inside of an old pen and wrap it around your ‘phone or laptop charger cable. This will help to stop it from bending or breaking.Becomethe person who would attract the results you seek Jim Cathcart Quote of the month
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“It was difficult for me to understand that I would never see him again, that he was never coming back,” Rupert said. The Nottinghamshire-based charity helped him and his mother Jess by introducing them to other families who had experienced loss. Rupert had originally planned to raise £5,000 - which he long surpassed before his journey began. Jess said that she was “super proud” of her son.
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In July Rupert from Leicestershire became one of the youngest cyclists to complete the 200-mile (321km) challenge. Rupert has already raised more than £34,000 for the Children’s Bereavement Centre, a charity that supported him after the death of his father Tom who was killed in a work accident in April 2019 when his son was just four.
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The sentence, “The quick brown fox jumps over the lazy dog” uses every letter in the English language.
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4. What was Wolfgang Mozart’s middle name?
Festival founder Michael Eavis has donated Worthy Farmland and cash to build 52 green social homes in a bid to help Britain’s housing crisis. The most recent assessment of housing revealed over 4 million people need social housing in MichaelEnglandbeganthe project in 1995. He donated building stone from his 900 acres and subsidised the design of two and three-bedroom homes with festival takings. Since this time he has helped to build a total of 52 homes and has also donated £275k towards development costs.
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5. Who was the ‘Sportsman of the Century’ in 1999 according to both the US magazine Sports Illustrated and the BBC?
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1. In mythology, which animal raised Romulus and Remus?
3. Which is Britain’s oldest Sunday newspaper, first published in 1791?
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