Dealer Support Summer 2023

Phil Jones, MD of Brother UK, shares his vision for the future as supply chains start to unblock and the firm gets back to ‘business as usual’

Blue skies are here

With the British weather being incredibly British, swinging from heatwaves one moment to ferocious storms the next, it’s almost impossible to make plans for days out, or even wardrobe choices. It’s a bit like being a reseller - one moment you’ve got all your ducks in a row; the next, the heavens open and everything turns grey.

But we’re a resilient bunch, and as the great Chumbawumba once proclaimed – we get knocked down, but we get up again. As we hurtle past the summer solstice and into the second half of the year, it’s anyone’s guess what life is going to throw at us next.

This month’s edition of Dealer Support is designed to provide some inspiration to us all on those grey days. We talk to Phil Jones, managing director at Brother UK, about his vision for the future, while Steve Carter, managing director at Advantia, shares why he believes that every challenge is just an opportunity waiting to be unlocked.

We take a look at the trends shaping office design today, in particular the more aesthetic and residential touches that are becoming popular in the new hybrid workplace. And with diversification on our minds, we see why some of the high-end products showcased at the London Stationery Show could well earn their place in your portfolio.

While many businesses still measure themselves against their pre-pandemic performance, tracking their recovery month-to-month, Paperstone is something of a different case study. Co-founder and CEO Jim Brown shares with us how his business broke pre-pandemic sales and profit records already, and what’s coming next.

As usual, there’s some light hearted fun in our Live It section, while we give the final word to Robert Harper, marketing director at Prima Software, to explain how we can use data-driven reporting to push more sales.

We’d love to hear all about your own success, and to be inspired by stories of resilience and agility. Please do share all your news via LinkedIn and Twitter @dealersupport.

Joanna Bailey Editor

INDUSTRY

06 THE MONTH THAT WAS   The headline news from the industry

08 DEALER SUPPORT LIVE: THE REVIEW

We reflect on the event and share some of the highlights

12 POWERING TOWARDS THE FUTURE WITH BROTHER UK

We talk to managing director Phil Jones about his future vision

16 STANDING OUTSIDE WOMEN’S CLOTHING SHOPS MD of Advantia, Steve Carter, has a confession to make

LEADERSHIP

20 WHAT RECOVERY? INSIDE PAPERSTONE’S RAPID POST-PANDEMIC REBOUND

We catch up with Jim Brown to see how his business exceeded pre-pandemic sales already

24 ADVANTIA: NAVIGATING CHALLENGES AND EMBRACING OPPORTUNITIES

Advantia has had a year of challenges; we catch up with MD Steve Carter to find out more

SALES SUCCESS

28 THE AESTHETIC OFFICE: DESIGNING FOR THE NEW NORMAL Function still trumps form, but only just…

32 LONDON STATIONERY SHOW: THE HIGH-END OPPORTUNITIES

Diversification is all the rage, but does it sometimes mean going back to your roots?

LIVE IT

36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FATHER P. CLIP

The good Father on electric cars, paperless offices and global warming

39 FINAL WORD

Using data to drive sales, with Robert Harper, marketing director at Prima Software

“In the long run, quality and longevity can pay dividends.”

THE MONTH THAT WAS

Recent findings indicate a significant rise of 13% in workplace stress levels categorised as ‘moderate to high’ among employees globally within just one year. This surge implies that over 75% of employees are now experiencing workplace stress.

Intriguingly, recent data also reveals a record number of individuals on extended sick leave, predominantly due to mental health issues, particularly affecting young people.

Despite the overall increase in workplace stress and mental health conditions, UK employees face difficulties discussing their mental health concerns at work. Data from Aviva highlights that only one in ten UK employees with mental health conditions sought support from their line manager in the past year.

Furthermore, a mere 14% expressed willingness to discuss their mental well-being with colleagues, and a mere five per cent with HR or well-being officials.

BOSS Business Supplies Charity Day sees recording-breaking money raised

The BOSS Business Supplies Charity’s annual Charity Day last week raised a record-breaking £17,200 to help provide financial assistance to those from our industry who are in need.

Overall, more than 100 golfers and spa attendees enjoyed a day out in the sunshine – and indoors at the spa – at the Belton Woods resort in Grantham, coming together in the evening for a buffet dinner and the Charity’s famous auction and raffle.

Helen Colton announces departure from EVO

In a recent social media post, Colton confirmed that her final day with the organisation was on May 31, 2023. She initially joined EVO in 2017. Colton’s departure follows the recent resignations of other longstanding EVO executives, Cheryl Lamont who announced her resignation at the end of April, ending more than 25 years in the industry, and Debbie Nice, who had been with the company since 2011. We wish her well in her next venture!

Winner of the individual golf competition was Jon Simmons, while the team competition was won by Team 1 from Fellowes, comprising Nick Brown, Russ Brown, Rich Hogg and Tim Browning.

Unusually, there was even a ‘hole in one’ achieved on the day by Gary Clark, whose ‘obligation’ to buy everyone in the ‘club house’ a celebration drink was met by Highlands, who made a generous donation to the male mental health charity MANUP?.

Data reveals that workplace stress levels have increased by 13% in just one year

NEWS EXTRA

The rise of remote work has been met with both enthusiasm and concern. While many embrace the flexibility and opportunities it brings, others worry about potential drawbacks, such as the loss of creativity and reduced collaboration. These concerns were recently voiced by former health secretary Jeremy Hunt during the British Chambers of Commerce conference.

Now the current Chancellor, Hunt expressed his concern about the permanent shift to remote working, suggesting that the default should be working in the office unless there is a valid reason for employees to work remotely.

He argued that the loss of “water cooler moments” and spontaneous ideasharing could hinder creativity in remote work settings. While acknowledging the exciting opportunities that technologies like Zoom and Microsoft Teams have created, he emphasised the importance of face-to-face interactions for generating innovative ideas.

However, proponents of remote working argue that it offers numerous benefits. Andrew Mawson, founder of Advanced Workplace Associates - a firm that supports flexible working

- disagreed with Hunt’s view, stating that designing work to fit people’s lives, and accommodating their preferred working, styles is crucial to success.

He acknowledged that physical spaces can still add value, but not necessarily for every task or for every day. Mawson emphasised the need to leverage technology and adapt work structures to suit the preferences and needs of employees.

The pandemic has, undoubtedly, accelerated the adoption of remote working, and the desire for flexibility is particularly pronounced among younger generations. Deloitte conducted a survey revealing that a significant percentage of Gen Z and millennial workers would consider looking for new job opportunities if their employer required them to work in the office full-time. Younger workers expect the ability to

flex their work to align with their personal lives, and employers who support this desire are more likely to attract and retain top talent from these generations.

The future of work is likely to involve a hybrid model, combining remote and in-person work to capitalise on the benefits of both. The Recruitment and Employment Confederation has reported a significant increase in job postings that include flexible, hybrid, or remote working options; this indicates a growing demand for flexible working arrangements from both job seekers and employers.

The recent remarks by the Chancellor of the Exchequer came in the wake of a call for a ‘fresh relationship’ between UK businesses and the government. Shevaun Haviland, director-general of prominent business lobby group the British Chambers of Commerce, has stated that the current moment is pivotal for the voice of British business, particularly with an impending election just 18 months away.

The debate surrounding remote working continues, with both the benefits and challenges it presents under scrutiny. While concerns about the loss of creativity and reduced collaboration persist, many believe it is essential to find a balance that offers flexibility while fostering innovation and teamwork.

Chancellor Jeremy Hunt has stated that the ‘default’ location for workers should be in the office unless there is a good reason to work from home

Workers should go back to the office

The current moment is pivotal for the voice of British business

Firstly, a huge thank you to all those who joined us at the CBS Arena in Coventry for Dealer Support Live 2023 in April. The day was a fantastic opportunity to reconnect with each other, to learn from the experts and to forge new relationships for the future.

The day kicked off with welcoming all our delegates to the conference over some delicious coffee and breakfast. The exhibition was looking fabulous, with numerous companies keen to show off their latest and best products. After a quick bit of networking, it was time to make our way to our first chosen workshop.

WIN SALES AND BREAK INTO NEW MARKETS

The first two workshops both focussed on sales success, with Chris Kemp, MD at OSWorkplace guiding delegates along the path to successfully breaking into new markets, while Nigel Busby, director at Incontrol Marketing, talked about how to step up marketing efforts to win sales.

Chris embraced one of the key challenges for the modern dealer - successful diversification. Breaking into new markets isn’t always easy, but it’s something many dealers are keen to do in order to increase their customer base and potential profits.

From identifying new markets that will work for your business through to gathering information on the needs of customers in these markets, Chris successfully broke down the daunting prospect of diversification into manageable, bite-sized chunks. Delegates left with increased confidence in trying new things, and a useful toolbox of strategies for making new markets work for their business.

Across in the other seminar room, Nigel talked to us about a range of marketing strategies applicable to dealers, and how bringing sales and marketing closer together can increase efficiency. Key to his presentation was the need to remain relevant to our customers, and to always be at the forefront of their mind when they need a product.

He explained the importance of the ‘online high street’ and how a distinctive and memorable online presence can ensure we capture our share of the market. Nigel noted how automated emails can help us generate qualified leads with zero effort on our part, picking up shoppers who have abandoned carts, repeatedly looked at products and otherwise engaged with our websites without following through to a sale.

These customers can be presented with carefully crafted offers, unique discounts and other tempting

As we close the door on another Dealer Support LIVE, we reflect on April’s event and share some of the highlights

tidbits to bring them back to the business. Automated emails can also serve to win back customers who have gone stale, re-engage those who haven’t shopped with us for some time and generally maximise the sales opportunity without extensive effort on our part.

HEARING FROM THE HEAVYWEIGHTS

The first panel session brought together some of the industry heavyweights to weigh in on the changing face of the office. Steve Harrop, head of commercial at Nectere, Rob Burgess, business consultant for Integra, Mark Wilson, regional vice president at Acco Brands and Ian Haywood, MD at UKOS were joined by moderator Martin Wilde, chair of the BOSS Business Supplies Charity for an in-depth discussion around the products, trends, innovations and challenges the changing office environment brings.

The group agreed that the new WFH and hybrid working trend seems to be here to stay, and discussed how this has changed the products that are more in demand this year. Items such as plastic wallets and document storage are on the decline, whereas there has been a surge in demand for IT products and technology. Wellness and ergonomics remain highly sought after, and workplaces are more willing to invest in products that are not only functional, but which create a welcoming environment too.

Interestingly, the panel reflected at length on the impact the new office culture will have on employees and businesses more generally. Rob alluded to a ‘culture war’ between generations, where some demographics can’t wait to get back to work, while others will do anything they can to stay away. The group raised pertinent questions about how hybrid working affects productivity, and what the consequences would be for employers if they were to mandate a return to the office.

DIVING INTO THE WORLD OF ECOMMERCE

After a welcome coffee break and some quality time at the exhibition, delegates made their way to what proved to be an incredibly popular session with Paddy Donnelly, MD at ES Tech Group, ECI Software Solutions. Packing out the boardroom, Paddy’s session was lively, with plenty of laughs but some important messages too.

Paddy thoughtfully walked us through the rise of eCommerce during the COVID years, and the problems this rapid adaptation to digital brought with it. Poorly

designed websites, hastily thrown together, struggled to stand out amongst the competition, and now, as normality returns, these businesses are left with sites that don’t serve their purpose particularly efficiently.

ECI, through its EvolutionX product, took stock of the industry standards, surveying over 500 websites and dividing analysis by the top 20% of customers by revenue. They found that the top 20% of customers had more active catalogues (17.04 on average) whereas those not in the top 20% had just 9.7. Promotions and discounts used averaged 9.9 in the top 20%, rising to 22.5 in the top 10%. Those not in the top 20% averaged just 3.9.

This trend continued with the top 20% customers using more banner groups, having more content pages, more product groups and more badges than those outside the top 20%. Notably, and in line with what Nigel spoke about in the early session, 87% of the top 20% had enabled automated emails and offers to follow up an abandoned cart. This had led to 16,379 carts being recovered, and almost £3 million in revenue secured.

GETTING TO GRIPS WITH NET ZERO

After a long lunch break with some delicious food served with a side of excellent networking, delegates headed to the Chairman’s Lounge to hear from Toby Robins MSc FRSA FIEMA, an environmental and sustainability leader in the industry. Toby talked us through the move to net zero, starting from the very basics of what it is and how it applies to dealers.

Explaining the three different ‘scopes’ that fall under net zero, Toby explained, “Scope one is anything which you’ve burned directly within your business.

ECI found businesses implementing abandoned cart strategies led to 16,379 carts being recovered, and almost £3 million in revenue secured

So the fuel you put in your vehicles, the gas heaters you use, anything that’s absolutely down to you. Scope two is indirect, so that tends to be the electricity that you’re buying in. And after that, it gets a lot more complicated.”

Toby urged dealers not to get bogged down in scope three too early in the process, and to match their ambitions, at least in the early days, to their capacity to deliver results. He said, “If net zero is the top of the mountain, you are not going to get there by jumping. How do you eat an elephant? One bite at a time. So recognise what you can actually do, and don’t try to do everything all at the same time. Break it down into manageable chunks, and that absolutely starts with scope one and two.”

He went on to highlight the importance of setting baselines before undertaking any carbon reduction activities. Alongside this, having tools to measure the impact of carbon reduction efforts is also critical, as is getting everyone in the organisation on board to help in the push to a greener future.

While all this might sound quite daunting, Toby also recalled the many benefits of being a lower carbon or net zero business. For example, investing in electric vehicles not only saves money on fuel, it can also open up tax breaks for the business. Being more ecoconscious, and being outspoken about it, can help with staff recruitment and retention.

Ultimately, all businesses are pushing towards net zero, and when dealers’ customers get to scope three, they will be looking to work with dealers who have their own house in order.

DIVERSIFYING TO THRIVE, NOT JUST SURVIVE

The final keynote panel was a highlight of the day. Compere for the session was Steve Carter, MD at Advantia, who was joined by Jeanette Bresitz, MD of Office Friendly, Steve Morely, sales director at Spicers, Mark Heath, MD at Office Power, and Simone Hindmarch, CEO at Commercial.

If net zero is the top of the mountain, you are not going to get there by jumping

FROM LEFT TO RIGHT The Antalis team at the exhibition; Lawrence Savage exhibition for Exaclair; A packed room for one of the panels; Toby Robbins engaging us on net zero; Paddy Donnelly getting techy.

Steve Morely provided some thought provoking words, explaining how the industry has moved on from being dealers and office supply companies to outsourced procurement providers for anything and everything. He commented, “Richard Branson once said, ‘the answer’s yes, and then you figure out how to do it afterwards,’ and as true entrepreneurs, that is what we need to get back to.”

Mark praised the resilience and versatility of the dealer community, noting the many times of crisis that dealers have survived through. He believes that diversification is a key part of that, and never saying no to taking the pain out of purchasing for our clients. He added, “ It’s about embracing specials, but with a structure. Steve’s dead right - the answer is online. The answer has to be online. But it has to be curating your own business online, not being led by others.”

Trust and confidence were widely discussed, and were seen as key reasons customers keep coming back to their dealers. Just as you might approach the concierge at a hotel to book a cab because you trust them to get the cab there on time, so dealer customers will keep coming back to a dealer they trust and have confidence in to fulfil all their procurement needs. Mark noted, “Office products are what makes you the trusted partner that gets you an order for 10 Christmas trees or a pair of workwear boots.”

With that trust in place, dealers have an opportunity to critically analyse the customers they have, and to start identifying new product streams that could be marketed to those businesses. Jeanette reminded of the importance of working in partnership with manufacturers, noting, “Don’t be afraid to speak to manufacturers and look for their help and guidance, even if it’s shoulder to shoulder customer facing activity together to help go and grow into a new sector.

“The manufacturer has defined their product range or their solution because they understand what the market needs and wants. They are there to help you sell that product. Please don’t see them as a threat - see them as a bolt on to your sales function to help you sell into some of those diversified sectors.”

When it comes to picking products, Simone noted the need to be quite targeted in our approach. Selecting products that you know those businesses already buy will put you on the front foot, as she explained, “People get a lot of content today; it’s really easy to switch off if it’s something you’re not engaged in. So, spend time understanding and interrogating your customers a little bit more, to understand what it is that they need from you, rather than what you want to sell to them.”

The session finished on a heartwarming display of teamwork, as the panellists highlighted the need for more collaborative working in the dealer community. Whether that’s working with other dealers, with manufacturers or with wholesalers. Steve Morely explained, “We have a big shed, but I don’t have all the answers; you have the answers, because you know what you’re selling. If I can make some money on it, then I’ll put it in stock. It’s quite simple, I need your help. But you’ve got to trust me. I think, for me, the challenge is just letting the walls down a bit.”

Simone summed up the flavour of the room to finish the session, saying, “We’re all in this together, right? We’re not as transient as some of the larger scale organisations that we’re competing against day to day; lots of your teams have been in your business for a long period of time, you’ve got some really great secure relationships, and some excellent expertise. So let’s harness it together.”

THE END OF ANOTHER SUCCESSFUL DEALER SUPPORT LIVE

As the day concluded with some friendly drinks and chats, Dealer Support Live wrapped up for another year. We’d like to wholeheartedly thank all the speakers, workshop hosts, panellists and exhibitors for making this year such a resounding success. Most of all, we want to thank the dedicated and enthusiastic dealers who came along to be a part of it, and hope that everyone left with new ideas and inspiration to take forward in their businesses.

See you next year!

Take time to understand what it is that they need from you, rather than what you want to sell to them

Powering towards the future: Brother UK’s outlook for 2023

As a company, Brother needs little introduction. A well-known information, communication and technology supplier with roots stretching back to the late 19th century, Brother has been successful in remaining relevant over many decades of business. UK managing director, Phil Jones, has been with the company since 1994, and as MD since 2013.

Summarising last year for Brother, Phil admitted, “I think we’ll all be rather pleased to see 2022 behind us, for sure.” Most notably, the end of 2022 brought with it the end to some of the significant supply chain challenges companies like Brother have faced, while they were waiting for shipping, production, factories, capacity and components to get back to business as usual.

“One of our greatest challenges has been the series of concurrent issues. Normally we’ve got one big problem to deal with, but I think over the last two years or so, we’ve probably had ten big things to deal with at the same time. This has caused lots of chaotic scenarios, where you’ve needed to think quite clearly through all of those.”

Despite the challenging environment, Phil and his team

learned a lot from the post-pandemic working environment. Being capable of handling pressure and difficult situations is a great quality to have, as well as appreciating what everyone else is going through. Phil noted,

“The biggest lesson learnt was, in these times of great crisis, be careful, be patient, be observant of others, and don’t expect everyone to constantly be at your stand, because we all deal with these difficulties and pressures differently.”

But Brother did have some highlights in 2022, notably, “We were the first business in the UK to achieve Investors in People platinum for the third time. So, that was an absolute breakthrough for the business.” Recruitment continues to be a challenge for many businesses, and Phil believes that securing the award for the third time will not only attract new talent to the company but will also flag the industry as a great place to work.

Looking ahead, there is still much to be done at Brother, but Phil believes they are making great progress into getting back onto the front foot. Focus right now is largely on ramping up, given the unblocking of the supply chain, and getting into a more ‘business as usual’ scenario.

Coming out of a challenging 2022, Brother has its sights set on getting back to ‘business as usual’; we talk to managing director PHIL JONES to get the lowdown

CHALLENGES AHEAD

When it comes to facing down challenges, Brother has had its fair share. In particular, shifts in the market have meant huge upheavals in business models, as Phil explained,

“The print market had quite a shock to it from hybrid working, because suddenly millions of people that used to be in offices are now at home. That has changed print behaviour, it’s changed how people print, how much they print, where they print, all these things have changed. So, we’re just waiting for all of those things to settle so that we can understand what we think the future may hold for us as a business.”

Outside of Brother’s immediate business, Phil shared his thoughts on the challenges ahead for the dealer community more widely. In particular, he noted, “I think one of the big challenges, is understanding where your future will be; that your future may not be a direct representation of your past. So, making sure that you’re staying close to that and navigating through that as successfully as you can.”

Phil further noted that the sluggish economy isn’t helping anyone. Coining the term ‘stagflation,’ where inflation is high, but the economy is stagnant, Phil reflected on how that would impact business of all shapes and sizes, commenting, “… investment slows, brand plans fade, and businesses become very inward focused. As a result, spend changes, thinking processes change, sometimes decisions take longer, investments may get put on hold. And that’s never good for our industry.”

In terms of preparing to meet these challenges, Phil recommended business leaders take a little time out to think about things. Getting bogged down in day-to-day issues is a perennial problem for busy managers, but he notes a wider view will serve them well in the current environment.

“Everyone’s in the trenches all the time, and you really do need to have a helicopter view right now. You’ve got to look at things and really zoom out, and say, ‘Okay, what do I think I ought to be doing about this?’”

Taking that time out allows for some scenario planning, something Phil thinks will be critical for businesses to thrive in spite of the challenges. He shared the ABC method with Dealer Support, where A is a forecast if things stay the same, B is where things get better, and C is where things get a lot worse. “By taking a little bit more time out to think, you can get to many of the answers for your future, today,” he added.

SUPPORTING THE DEALERS

Given Brother’s vantage point across the industry, Phil believes there is a great deal his company can do to support the dealer community. Vendors like Brother invest heavily in research and market information, which enables them to create programmes and sales strategies that are endlessly beneficial to resellers.

“A good example of is our product called Printix, which is owned by company called Kofax. It’s the easiest walk-in for anybody who has customers with printers. It solves lots of their pain points, it’s affordable, it provides lots of new benefits to that customer like Cloud printing.

Everyone’s in the trenches all the time, and you really do need to have a helicopter view right now

“But what happens quite often is that if the partner doesn’t really understand the concept of cloud printing, they’re uncomfortable to open the conversation with the customer. Dealers can use us to help with that conversation. We’ve got a team of enduser salespeople that can help with larger enterprisebased conversations; we’ve got technical presalespeople that could go and talk with the network engineers. So, the point being, you don’t have to have all the answers as the reseller to be able to capitalise on some of these opportunities.”

Brother works hard to knowledge-share within the industry, often hosting forward-looking industry discussions on its partner portal. Phil further noted the importance of having such forward-looking discussions with customers too, to find out where their pain-points are rather than just selling them a product.

“They’ll tell you the answers, and then you can cleverly go away and figure out whether you can be a part of that future with them. We’ve done that for donkey’s years and it’s provided some amazing opportunities for us.”

Looking ahead, Phil identified three key areas that dealers should be looking at as major sales opportunities. The first is the circular economy, and

implementation of things like management solutions, collection and recycling. The second is general services, which, in the case of print, means offering adons to help customers do more with the hardware they have. And the third is specialised print, encompassing bespoke solutions for particular jobs, such as warehouse barcode printers.

As advice for the dealer community, Phil had this to offer: “Regularly review your pricing strategy, have an outstanding Customer Value Proposition - don’t spend your time trying to be everything to everybody – and fire bullets, then cannonballs. What I mean by that is, experiment, try products, try services, see what works, what doesn’t work - this whole idea of go big or go home; my answer to that is no. If you go big early, you’ll go bust. So, go small and then scale.”

This whole idea of go big or go home; my answer to that is no. If you go big early, you’ll go bust

Standing outside women’s clothing shops

Let me start with an admission – I spend a fair amount of my time standing outside women’s clothing shops. There you go; I have got it out in the open.

Before anyone jumps to conclusions, let me put this in context. My wife and I often take a trip to neighbouring towns and cities for a day out. Invariably, those trips end up with a wander through the local shopping centre. In the early days of these ventures, I would find myself traipsing around women’s clothes shops, literally following the footsteps of my other half, knowing that any opinion that I was asked to provide needed to be carefully considered. I quickly concluded that I would be far better off standing outside these stores doing a bit of people-watching and, for many a year, that is exactly what I have done.

THE BUSKER

There is a point to sharing this with you, and it centres around a recent trip to the lovely old city of Bath. It was the usual routine - there, in the centre of the main shopping area, was me standing outside a shop. In front of me was a busker with a small audience in attendance. As an ex-musician, I can tell you that this guy was very, very good. I noticed that he had an

upturned cap which, literally, had only a few coins in it, which I thought was a bit odd.

Having moved to a slightly better vantage point, I noticed he also had a sign inviting people to ‘tap to donate £3.’ Call me old fashioned, but I am used to putting my hand in my pocket, cobbling coins together to the value of around 50p, and then popping it in the busker’s receptacle. This time I couldn’t do that because I didn’t have a pocket full of change, and haven’t for the last couple of years.

I watched a few people tap their card in appreciation and it really got me thinking. Here was a guy who has had to change tactics and diversify to some degree. He knows that each card tap he gets is the equivalent of six of me walking by and popping 50p in his cap. He also knows that the average person is only going to make one card tap during their visit, so he has to ensure that he maximises his chances against the competition.

This guy had clearly got up early to make sure that he had the best - and probably most lucrative - pitch available. He was able to adapt his set to suit whatever age group happened to be in the area. He knew - as other buskers dothat people are not carrying cash like they used to, so offered an alternative option. He made sure that he did everything he could to adapt his overall offer and receive as many £3 card taps as he possibly could.

DIVERSIFYING TO THRIVE

As I watched, I had a smile on my face. Only a couple of weeks before, I had the privilege of compering the closing keynote panel session at Dealer Support Live - the theme was, ‘Diversifying to thrive, not just survive’. There were some extremely good and thought-provoking pieces of advice given.

In my humble opinion, we always have been very adaptable in our industry, and I have no doubt we will continue to diversify and thrive, because that is the way we are. For any businesses that need a leg up, this is where your dealer group can help. We know that it can be a little daunting, stepping into an area that you have very little knowledge about. This is why we are able to give you all the help and support that you need. There is an old saying – If you are not in it, you can’t win it.

Watching that busker perform, there was a simple reason that I had a smile on my face. Every thought, idea or piece of inspiration that came from the prestigious keynote panel had been adapted, in some small way, by that guy. And if he can do it…

I think I might have to give the drum kit a quick dust down and take it on the next day trip to see how many taps I get. Knowing my luck, it will be a tap on the shoulder from the local constable suggesting I move on...

STEVE CARTER , MD of Advantia, muses on an unexpected dose of inspiration found when loitering in a peculiar place

Turn over a new leaf and create native woodland in the UK

Environmental values are a major focus for many organisations, shaping the mindset of businesses and consumers alike. Environmental schemes and initiatives are not a new concept; in fact the Carbon Capture® programme has been consistently popular for the last 12 years, but why?

In 2011, Premier’s Marketing Director, Dave Jones, developed the initial Carbon Capture® concept. He wanted to offer Premier’s customers and their clients a platform from which shared environmental values could be identified and communicated. Subsequently, Carbon Capture® was born, giving businesses the opportunity to mitigate the CO² emissions from the materials that are purchased from the merchant and directly support the work of the Woodland Trust.

The Carbon Capture® programme has since grown to become the industry’s

leading environmental initiative with well over 600 customers fully signed up and committed to the cause; from dealers to printers, local authorities to banks and many other corporate organisations, all supporting the creation and maintenance of local native woodland throughout the UK. To date, Premier and their customers have raised in excess of £1.65m for the Woodland Trust, planting over 443,000 trees and capturing over 100,000 tonnes of CO².

Carbon Capture® customers are supported by Premier with tree planting days, PR, videos, pictures, certificates, and logos to help demonstrate their commitment to the environment and their CSR values.

“Carbon Capture® supports the work of the Woodland Trust whose mission is to establish 60,000ha of native woodland which equates to an estimated 100 million trees by 2030. Working closely with the Trust we have calculated the average amount of CO² emitted from the manufacture and distribution of a tonne

of paper, this calculation is verified by the Woodland Trust’s Woodland Carbon scheme which operates under the government-led UK Woodland Carbon Code.” Hussein Ismail, Sustainable Business Director.

100% Of all Carbon Capture® contributions are sent to the Woodland Trust. The Trust is the UK’s largest woodland conservation charity with around 500,000 members and supporters and more than 1,000 woods of their own which are free to visit all year round. The Woodland Trust create havens for wildlife by planting millions of trees every year, campaigning for new laws to protect ancient woodland and restore damaged ancient woods so they can breathe again.

For more information about the Carbon Capture® programme visit www.mycarboncapture.co.uk

UK-based paper and material merchant’s Carbon Capture® programme continues to flourish

Reliable

No issues of other features failing and needing maintenance (such as a user error of not replacing consumables on a multifunction printer meaning the rest of the machine doesn’t work).

Increased productivity

No need to travel across the office to scan your documents with standalone scanners.

Advanced processing Documents can be instantly converted to editable formats directly from the scanner.

What recovery? Inside Paperstone’s rapid post-pandemic rebound

Having already surpassed sales and profit levels for pre-pandemic years, we catch up with Paperstone CEO JIM BROWN to get the lowdown on the company’s success.

Growth, in business terms, is the raison d’être. Every company starts small, but those that fail to grow or begin to contract are not having a good time. So, when a CEO tells you, “We’ve grown every year for the last 18 years, except one, which was obviously the pandemic year,” you know that’s a healthy business.

Founded in 2004 and based in Tunbridge Wells, Paperstone set out with a goal of selling ink cartridges online, but very quickly

realised there was an opening in the stationery market that it was primed to fill. Over the years, it has diversified and expanded into numerous other areas, including catering, paper, technology, furniture and much more.

Co-founder and CEO Jim Brown summed up what made Paperstone different from the get-go, and what led it to success. “We were the opposite of what lots of people were in the market, so the way we wanted to do it was, we wanted to acquire customers online, but then take the relationship offline.”

He noted that, although customers would find Paperstone online and buy online, the difference came when our sales team picked up the phone to the customer. “We’re not just a faceless internet company - we still have people talking to people, and that was the difference. It is regularly a highlight in our Trustpilot reviews. People love the human interaction.”

ENJOYING THE MOST PROFITABLE YEAR EVER

While most of us are still talking about recovery and comparing figures to 2019, Paperstone has already exceeded its pre-pandemic performance by some margin. Jim explained,

“Last year was our biggest ever year in terms of sales, and our most profitable year ever, which was great given that we’d come out of such an uncertain time period. We’ve adapted a couple of times, extended our ranges and our offering, and customers have loved it, which has been great. We’ve acquired lots of interesting new customers, so that’s been brilliant, to come back and be bigger than we were pre-pandemic so quickly.”

Looking ahead, Jim hopes 2023 will be as healthy as 2022 was for Paperstone. He admits that a good proportion of sales over the past couple of years have been from PPE and COVID-related products – around 20% in fact. That stream is drying up now, and that 20% needs to be replaced with new products.

“Ideally, if we do the same sales this year as we did last year, we’ll be very happy,” he said.

Diversification has been the name of the game at Paperstone, and Jim hopes to carry on in that vein throughout the coming years. While remaining true to its stationery roots, the company is eyeing growth in a number of areas, particularly facilities which Jim says has

experienced a staggering 800% growth over the past seven years.

“When we started the business, we were like a deli - people bought bits and pieces from us, but never the core basket. Now, we have a lot of customers and most of our money comes from the core basket, which is great. However, I love the exciting new areas where growth is coming, which is clearly facilities and other areas like that.”

SUPPLYING IN THE RIGHT WAY

Supplying such a diverse customer base is never easy, but Paperstone keeps it under control by remaining laser focussed on its core market – SMEs. Tenders and large contracts are not in its wheelhouse, with Jim preferring to spend his time really massaging his client base to deliver the best service possible.

“We look at what they want, we talk to them regularly, we survey them and try to find out what they want, and make sure that what we’re offering is what they need. There are other opportunities sometimes outside of that, which we explore. Typically, we don’t stray too far from our core strength.”

During the pandemic, the firm ventured into self-stocking certain products, in a bid to stay in control of the supply chain. Later, when the paper crisis kicked in, Paperstone opted to maintain a stock of paper itself to ensure smooth supply to its customers.

“We ran a warehouse for two years. I use the word warehouse - it’s a little bit of a grandiose version of what it actually was. But we tried to deal with whatever situation arose. There was an opportunity there to sell paper, so we did it. There was an opportunity to sell PPE, so we did it. It’s not our long-term strategy, it was just a short-term win.”

Jim highlights the supply chain as a challenge for the future, noting a lack of innovation that he describes as an ‘Achilles heel.’ He added,

“We need a reliable stable supply. We need two healthy wholesalers who are pushing each other forward, not dragging each other backwards. We need better technology, things like tracking deliverability. If the wholesalers can invest in better technology capability, it’s a real-real win for us. So, it’s something we’re strongly pushing for.”

Last year was our biggest ever year in terms of sales, and our most profitable year ever

DELIVERING DIVERSIFICATION

Something Paperstone has done incredibly well over the years is to diversify its product offerings to capture market demand at just the right time. It’s something lots of suppliers turned to during the pandemic, when traditional office supplies just weren’t in demand. But the trend at present seems to be slowing, with dealers less willing to seek out new opportunities.

Jim elaborated on this, saying, “I think some people during this period have dug in a little bit. It’s like a battlefield out there - they’ve got in the trenches and held back, waiting to see what happens. Whereas, if you get out there looking for opportunities, there are plenty of opportunities.”

To diversify, suppliers need wholesalers capable of offering new product streams. Jim was very complimentary to VOW, the wholesaler he has worked most closely with over the past few years, but made it clear he’s not prepared to be tied to one wholesaler

exclusively. In regard to product diversification at the wholesale level, Jim noted, “From a wholesaler position it’s quite challenging; all of us have been uncertain as to what’s coming up over the last few years. So, for them to restock or retool into a completely different area with a big investment, that then doesn’t materialise, I can absolutely see there’s some fear there.

“However, there are wholesalers out there that specialise in other areas, and so we’re exploring relationships with them to fortify the range that we’re getting from our traditional wholesaler.”

With Spicers back in action and numerous smaller companies popping up, dealers are seeing more competition in the wholesaler market. Will that be a good thing for suppliers? Jim thinks so,

“I think two healthy wholesalers, lifting each other up, not just pushing each other down, beating each other on price, helping to drive the market would be helpful. For me, VOW doing office products is brilliant. Perhaps if Spicers took a slightly different arm, had some of that but more facilities perhaps, so they weren’t exactly clones of each other, that might be better and more interesting as we grow. Time will tell though.”

Looking ahead, Paperstone continues to grow and try new avenues to win more business. Jim wholeheartedly believes there are still plenty of opportunities out there, noting, “If you can afford to take some risk, take some risk. If you’ve got some money, spend it, and look at what’s out there. Dissatisfied customers in the marketplace, lots of new products to sell … I think it’s a great time.”

We’re not just a faceless internet company - we still have people talking to people, and that’s the difference

The secret to succeeding online

By Paddy Donnelly, Business Unit Leader at ECI Software Solutions

We recently surveyed over 400 customers operating across North America and Europe to find out which features they were using the most to ensure eCommerce success. The report found that product catalogues, product groups and procurement controls were essential.

PRODUCT CATALOGUES

Many customers have grown to expect a ‘one-stop’ shopping experience and it’s important to ask yourself, ‘What are the products my customers need that I’m not currently selling?’. This will help identify new revenue streams and increase sales.

By introducing managed catalogues that are updated by wholesalers on a regular basis, the hassle of entering and monitoring each product no longer falls to you or your team. Not only does this free them up to focus on more value-add activities, it will ensure that customers receive that ‘one-stop’ shopping experience they are looking for.

In fact, our research found that the top 20% of online revenue earners using

EvolutionX had an average of 17.04 active catalogues - indicating just how important it is to offer a wide range of choice to customers.

CREATING PRODUCT GROUPS

Once these product catalogues are set-up, you might start to notice that one customer wants a product that another customer has absolutely no interest in. Specialist B2B eCommerce software, such as EvolutionX, allows users to segment products into different sets, called product groups. These product groups can then be displayed to specific customers and used to inform badges, rewards and promotions. Having analysed the top five EvolutionX stores, we found that the average number of product groups enabled is 33.6, highlighting just how easy it is to identify up-sell opportunities and build customer loyalty.

PROCUREMENT CONTROLS

While you can draw many parallels between B2C and B2B customers, one important differentiator is that a B2B customer is often a purchasing director or CFO. They might be working to strict

budget controls and price is often the key driver behind their decision making process. Implementing procurement controls will simplify the purchasing process, enabling customers to set-up authorisation controls, budget tracking, approval workflows and PO enforcement. This is especially important for companies trying to control rogue spend, as they can restrict employees from purchasing over the company’s allotted amount without seeking approval. It’s perhaps no surprise that 87% of the top 20% of EvolutionX stores had procurement controls enabled. These are just three of the many EvolutionX features that the most successful businesses are leveraging. To discover all of the trends that will bring you eCommerce success, download the entire report here.

Advantia: navigating challenges and embracing opportunities

Advantia has had a rollercoaster year, facing various challenges but also seizing opportunities. The company’s managing director, Steve Carter, has insights into the past year to share, including goals for the future and the strategies employed by Advantia to support its dealers. With a strong focus on communication and collaboration, Advantia has been able to navigate the ever-changing landscape of the industry.

Summarising the previous year, Steve likened it to “a game of two halves.” The initial months were marred by the lingering effects of the pandemic and the war in Ukraine, impacting pricing and the supply chain. The shortage of paper - ‘papergate’ - hit the industry hard; paper mills redirected their efforts towards more profitable products, exacerbating the scarcity of paper.

“For us, in our industry, it’s like a chip shop without any chips. It hit really, really hard,” Steve says. “but then, as the second half of the year came along, it seemed to ease a little bit. More people were encouraged to go back to work. The shipping costs came tumbling back down again, and the pressure on the supply chain eased. In the latter part of last year dealers started to claw back some of the business, perhaps, that they hadn’t had in the first part of the year, and it did start to get better.”

OPTIMISM FOR THE FUTURE

Despite the challenges faced, Advantia remains optimistic about the future. Outlining the company’s goals and ambitions for the year ahead, Steve acknowledges that Advantia is a smaller group with around 36 members. The focus will be on diversifying the group further, including welcoming new dealers. “We are about to welcome another dealer into the group, and we’ll probably look to add a few more during the course of 2023. We won’t go too big - probably our ceiling would be around about 50.”

As with many suppliers over the past couple of years, diversification has been the name of the game for Advantia’s members too. Steve believes this will continue, noting, “The diversification across the group that we’ve seen - not just last year, but since the start of the pandemic - that will continue. We’ve got lots of different suppliers of new products and services coming in and talking to us, some of which may have some mileage, some of which may not, so we’ll go down that route as well.”

Sustainability and environmental initiatives will also take centre stage, with two dealers, in particular, leading the way. Steve is hopeful that these trailblazers will support the rest of the group in their push towards net zero.

Small but powerful, Advantia has seen a year of challenges - but, as MD STEVE CARTER explains, every challenge is another opportunity

APPEALING TO DIVERSE BUSINESS NEEDS

Running a group of dealers with a wide variety of business needs can be a challenging task. However, Steve’s experience as a dealer and supplier has provided him with valuable insights that help him deliver the best service to his members. “I’ve walked in their shoes a little bit,” he explains.

“No two dealers are the same, and I make it my business to understand our dealers’ businesses. I go to their premises, I talk to them, and I learn about their businesses; so, if we bring something new to the table, I know which dealers it will benefit. I’ll also know which ones will need help from the other dealers in order to embrace that, if they want to.”

Reflecting on the previous year, Steve emphasises the importance of not taking anything for granted. Unforeseen disruptions, such as the paper shortage, taught the industry a valuable lesson about adaptability and Steve has also been working to unchain his members from the shackles of the 24-hour delivery window.

“Over the years we’ve made a rod for our own back in terms of deliveries. Everything’s got to go next day. ‘If I don’t send that next day, Ted up the road with a rival business will deliver it and take my customer!’ No, he won’t.”

Advantia has worked to establish both next day and 48-hour delivery services in partnership with Exertis, and what has transpired is that, actually, more dealers are placing more orders on the 48-hour option. “They can go and talk to their customer and say, ‘Look, I can deliver all six of your lines in 48 hours, or you can have five, and then we’ll bring the other one the day after,’ and the customer tends to say, ‘We’ll take the 48-hour option all in one go; it saves us time and effort’,” Steve explains.

Breaking away from the confines of next day deliveries has been a learning process for the dealer group, but with one eye on sustainability, having fewer deliveries carrying more products each time makes absolute sense.

CHALLENGES AHEAD

The industry as a whole faces challenges related to pricing and margin pressures. Steve believes open communication with customers is vital in addressing these challenges effectively. “It’s about talking to your customer, making them fully aware. They’re probably already aware of the challenges, but keeping that dialogue going will be essential.”

Additionally, he encourages dealers to view the rise of flexible working not as a challenge but as an opportunity. By understanding customers’ evolving needs, dealers can offer tailored solutions and capitalise on the demand for products that facilitate remote work.

Ultimately, navigating the way through the challenges ahead, in Steve’s view, all comes down to maintaining lines of communication, but, in order to communicate proactively, dealers need to be informed - and that’s where Advantia comes in.

“It’s about taking the pressure off the dealers, doing all that background work for them. We’ve got a really good relationship with our dealers - they will pick the ‘phone up and ask questions, and they’ll expect us to be able to give them an indication or analysis. So it’s about being that ‘crutch’, for want of a better word.”

No two dealers are the same, and I make it my business to understand our dealers’ businesses

Furthermore, collaborative working has become a cornerstone of Advantia’s strategy. By facilitating collaboration among dealers, the company has witnessed joint projects and shared resources to meet customer needs. This collaborative approach has been well-received and has already yielded positive results.

SEEING OPPORTUNITY IN CHALLENGES

Looking ahead, Steve notes that the ever-increasing demand for furniture presents a significant sales opportunity. “If you’ve got a business, and a proportion of the workforce is flexible working, you’ve got the opportunity to change the space. We’ve seen businesses making it a little bit more spacious, desks not crammed in, and we’ve picked up business by doing that.”

And furniture is not the only ready opportunity for suppliers, according to Steve. “Janitorial is another area that’s going very, very well. Workwear is going through the roof as well, to the point that a couple of our members have now brought in in-house machinery to do that workwear. A key area here is in healthcare, and not just NHS but also care homes, where dealers can take care of the embroidery that goes with it as well.”

Diversification has been plentiful during the pandemic, but has the trend begun to slow down? Steve says not, and has some words of advice for dealers looking to expand their product ranges, “What you have to keep in mind is, you can’t always be all things to all men,

but when new products come along that do fit our dealer group, we lead on a training programme so that dealers understand what they are, what they do, how you can go to market, and where you go to market. Then we produce all of the marketing support in-house.”

In terms of future success, Steve says there is never a bad time to remind customers exactly who you are and what you do. “It’s about getting yourself back out there and telling your customers, ‘We’re still here and we don’t only do office products, we do a whole lot more, so you can come to us for everything.’”

In summary, Advantia is looking forward to more growth this year, but is keenly focused on providing the best support possible to the dealers already in the group. Whatever new hurdles might present themselves in 2023, Steve firmly believes that dealers should never let a good crisis go to waste.

“Whatever challenge comes along, you’ll always get an opportunity out of it.”

Whatever challenge comes along, you’ll always get an opportunity out of it

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The aesthetic office - designing for the new normal

The modern office has reached a turning point. With fewer people in the workplace on any given day and the lines between home and work becoming increasingly blurred, offices have an opportunity to rethink the appeal of the working environment. And appeal is important, as businesses do their best to encourage their employees back into the building as frequently as possible.

This new flexibility and push for more pleasant working spaces has seen a shift in demand towards more aesthetically pleasing products. Colours, quality and sustainability are all under scrutiny when businesses are making their purchases, and while cost is a consideration, this is being weighed up against a host of other factors.

Lawrence Savage, UK marketing manager for Exaclair, believes the investment in better products will be well placed for the modern business. He shared, “Although the initial outlay for luxury items can seem a tad exuberant sometimes, in the long run their quality and longevity can pay dividends in relation to both maximising budgets and employee wellbeing.”

BETTER THAN BASIC

For decades, offices have survived on the essential basics, whether that’s a plain spiral bound notebook or a grey filing cabinet to keep it in. But in the hybrid working world, employees are demanding better than basic when it comes to their work environment. Lawrence noted the impressive growth in the luxury stationery market, commenting,

“Some of the most recent data from The Business Research Company highlights how the luxury stationery market grew by a CAGR of 9.3% between 2022-2023. Primarily driven by the trends for personalised and sustainable products, this demand is anticipated to continue to grow further from $4.61bn to $6.5bn in 2027.”

When it comes to luxury stationery, Exaclair knows its stuff. Recently scooping up awards for its products at the Stationery Matters awards for the London Stationery Show, Lawrence and his team have a finger on the pulse of current trends. He noted,

“The Scandinavian ‘Hygge’ trend remains popular. This is reflected in the bestselling Exacompta range of Aquarel filing and organisational products. The range offers premium stationery items in pastel colours that encourage imagination, calmness and wellbeing by creating a cocooning atmosphere.”

Function still trumps form, but only just, as businesses move to make workplaces somewhere you really want to hang out

‘Hygge’ is all about comfort, cosiness and contentment, and falls in line with the rising trend for prioritising employee wellness. But there’s another trend that isn’t going anywhere fast, and that’s for more sustainable and eco-conscious products in the workplace. Exacompta has captured this market too with its new Bee Blue collection, which embraces the trends for blues and yellows in office design – said to improve performance and enthusiasm - combined with solid sustainability credentials. Lawrence added,

“Demand for items that can be part of a circular economy has continued to grow and this new selection offers the perfect solution. Featuring Blue Angel certified items made from 100% recycled postconsumer plastics, Bee Blue not only meets the environmental expectations of buyers, but the ergonomically designed, modular desktop accessories and filing allow users to create a bespoke workspace to suit their personal requirements. “

DESIGNING FOR PRODUCTIVITY

Lawrence referenced some recent research that shows nicer offices can actually lead to more productive workers. He said, “According to the Stoddart review, utilising improvements within office environments can

boost productivity by up to 3.5%, which emphases the importance of investing in the right equipment within your work surroundings.”

With the trend for hybrid working clearly here to stay, office owners have an opportunity to rethink the working space and to cater better to this ‘new normal.’ With fewer people in the office on a day-to-day basis, there is no longer so much emphasis on dedicating space to each and every employee. As such, there is space to think more creatively about what offices really need.

Simon Howarth, marketing and design manager for Dams, noted the importance of having spaces to collaborate. Given that not all team members are in the office all the time, facilities for working together have jumped up the priority list in recent years. He explained,

“Collaboration is vital to business success, so it’s important to designate a space within the office environment specifically for this activity. Employees also recognise that a change of scenery in the office is an effective way to keep their creative juices flowing and their energy levels high. Businesses can incorporate this new mobility into the office layout by providing employees with a variety of workspace furniture and seating options.”

Not every workplace will fit into the Google-esque notion of beanbags, ping pong tables and floor to floor slides, but that doesn’t mean business owners can’t have a bit of fun with design. Collaborative spaces could include benches for one-on-one and small group chats, acoustic pods for private conversations and team huddle areas for larger group work.

Fitting such a variety of furniture into an office might seem like a challenge, but modular options present a workable solution to this problem as Simon explained, “In most businesses, people want to be able to work where the inspiration strikes them. Modular and mobile furniture makes that possible and make it easier for teams to concentrate on finding solutions, getting things done, and moving the business forward.

“Mobile furniture designed for multi-functional use allows every team member to thrive, whether collaborative brainstorming, digital multimedia applications, informal meetings, or just taking a break. By creating a variety of semi-private zones within the office footprint for employees to collaborate, meet and share ideas, the workplace becomes a hub of creativity and innovation, with infinite possibilities in a single space.”

In the long run, quality and longevity can pay dividends

TRENDS FOR 2023

With a world of possibilities at their fingertips, office managers and business owners are finding new creativity when it comes to office design. For 2023, the top trends that are emerging include:

Residential touches: With employees used to working from home, the workplace is fast becoming more home-like. Elements like open shelving, floor lamps, rugs and curtains can go a long way towards making the office more inviting.

Active workplace components: Ergonomic design has been popular for decades, but now this is moving one step further and into furniture that actually gets people moving. At the basic end, a standing desk can help workers change position more often, while more complex solutions might include bike chairs, treadmill desks and sitting balls.

Versatile spaces: Being able to adapt spaces in the office to suit different purposes makes the workplace more functional. Using acoustic panels, room dividers and multi-functional furniture

means people can work how they want, when they want.

Love for nature: With the push towards sustainability, biophilic design – design that includes natural elements – is having its heyday. Numerous studies have shown having plants or living walls in the office can improve wellbeing, while also making the air quality better for employees.

Clever colours: Neutral colours still have their place in the office, but now more pops of interesting hues are making their way into work as well. Orange is great colour to promote creativity, so perfect for a collaboration area, whereas blues can help people relax, so is better suited to lounge spaces.

The benefits of designing a better workplace are far reaching, starting with higher levels of recruitment and retention and going all the way up to lower stress levels, healthier employees and increased productivity. For the reseller, it’s never been more important to show your customer the wide ranging possibilities out there, and to help them harness inspiration to design better spaces.

It’s never been more important to show your customer the wide ranging possibilities out there

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

London Stationery Show: The high-end opportunities

Diversification is all the rage, but what if transformation sometimes means going back to your roots?

The London Stationery Show is the only trade event in the UK dedicated to everything stationery.

Taking place in May at the Business Design Centre in Islington, this year’s event saw a 20% increase in exhibitors and a 12% increase in visitors. Over 200 brands showcased their top-selling products and brand-new ranges, from the industry’s leading brands to independent startups.

As dealers, we’ve moved away from being just stationery providers, and towards being more holistic workplace suppliers. Diversification has

been at the top of the minds of many businesses, with our recent ‘State of the Industry’ survey showing 53% of dealers are actively looking at new revenue streams. From workwear to PPE, embracing new product ranges has seen dealers survive the pandemic, and in many cases, thrive.

But does diversification always have to mean branching out into unfamiliar territory? Given the trend for hybrid working and WFH in businesses of all sizes, perhaps going back to our roots can open new doors that we hadn’t previously considered.

The high-end stationery displayed at the London Stationery Show (LSS) provides a window into an opportunity many dealers have yet to consider.

GOING ANALOGUE

While your common-or-garden notebook (spiral bound, plain cover) might tick boxes for the budget-conscious business, the market for beautiful, high-quality products is trending up. A market survey by stationery brand Papier predicted a 20% increase in sales of paper notebooks and diaries in 2023, as people turn back to analogue organisation in response to digital overload.

Papier CEO Taymoor Atighetchi said, “Putting pen to paper is a great way to disconnect from the digital world and switch off. Despite being digitally native, Gen Z are looking for alternatives to the digital tools which dominate much of their lives.”

Exhibiting at the LSS this year, Cornish startup OnceUponATuesday brought an eclectic collection of notebooks, diaries and calendars, all very artistic and design-led, and all printed on recycled paper. Their colourful products are designed to bring joy to the working day, and to make note-taking a happy experience.

At the other end of the spectrum, Italian brand Diarpell has been around since 1973, and specialises in creating personalised diaries, organisers and address books. Their products can make the perfect corporate gift, or could allow your customers to brand their stationery with their logo for an on-brand aesthetic at every desk.

Here in the UK, Puckator has grown up as a gifts and novelties business, but has a substantial

presence in the stationery market too. Specialising in fun, colourful products, their notebook range allows customers to indulge their favourite themes, from pandas to stormtroopers and even fluffy covers. And, of course, each notebook is complemented with matching stationery items for maximum enjoyment.

AWARD WINNING STORAGE

Office storage has traditionally been grey and boring, but it doesn’t have to be that way. A number of brands have elevated these workhorses of the workplace to beautiful status, thanks to their smart use of colour, design and finish.

Winning the Stationery Matters award for filing and storage product of the year was ExaClair, the UK subsidiary of the Exacompta Clairefontaine Group, with its Aquarel Store Box Multi Drawer Set. Inspired by the Scandinavian ‘Hygge’ trend - a Danish word for comfort, cosiness and feeling safe - the box embraces pastel colours with 11 drawers of various sizes. It’s completely made from recycled materials, and has achieved Blue Angel certification.

Taking a different approach to pen storage, Esterbrook was a finalist in the same category for its beautiful pen roll. Designed to keep up to six pens safe and secure, the durable canvas roll is trimmed with suede and comes in three different colours. As for the pens, the company has a stunning collection of high end pens, available with specialised nibs for different writing styles.

Our recent ‘State of the Industry’ survey showed 53% of dealers are actively looking at new revenue streams

GET YOUR ECO ON

Of course, there were plenty of products that pushed the sustainability message at the LSS this year. Winning the Stationery Matters award for the sustainable stationery product of the year was edding, with its 24 EcoLine highlighter, the first highlighter to achieve the Blue Angel eco-label. Available in both luminous and pastel colours, the pens are made from 90% renewable resources, and can be refilled multiple times.

Also nominated in the category was well-known brand Pukka with its Pukka Planet Cork Pencil Case. As you might expect, the primary material is cork, a highly sustainable substance, with vegan inks giving a touch of colour. The Pukka Planet range has a variety of other recycled and eco-friendly products available; we particularly like the ‘don’t be a prick’ pencils, engraved with planet-positive messages.

Other finalists in the sustainability category included Coffeenotes, with a notebook made from recycled coffee cups, Exacompta and its pencil case made from recycled water bottles and Pilot

way

with a pen made from recycled plastic, including 2.5% ocean plastic. There were many more ‘green’ products on display, highlighting the ongoing high demand for eco products.

DIVERSIFYING IN YOUR COMFORT ZONE

While these higher end products may seem more suited to the retail market than the office, the lines between consumers and businesses have blurred. Many of these companies are firms dealers are already talking to, so it makes sense to build on that relationship by offering something a bit different from the norm.

There’s something to be said for selling a product that is familiar and comfortable, and stationery remains a core vertical for most dealers. Diversifying within these comfort zones makes sense, and with the workplace now sharing space with home for many employees, introducing customers to some of these innovative, unique and special items could be a winning strategy.

THE SIX TYPES OF PRODUCT DIVERSIFICATION

Horizontal - Introducing brand-new products or services, either within your niche or in a new market segment. E.g. A grocery store starting to sell Christmas decorations

Vertical - Expanding a product line through the integration of products in the existing supply chain.

E.g. A car dealership starting to sell tyres

Concentric - Introducing new products or services that are closely related to your existing products and services. E.g. A sofa company starting to sell armchairs

ConglomerateIntroducing new products or services that have no relation to your existing products and services.

E.g. A clothing company starting to sell toys

Defensive - Being forced to diversify to remain competitive, due to competition, saturation of the market or existing products becoming outdated.

Offensive - Diversifying aggressively to grow by entering new markets and attracting more customers.

Office storage has traditionally been grey and boring, but it doesn’t have to be that

LIVE IT LIVE IT

Life hack

Got a drawer full of partly used batteries? To find out which ones have the most juice left, drop them onto a table from a height of around six inches. If they give a small bounce then fall over, they’re good. If they bounce around more than that, they’re dead or very low on power.

CAPTION COMPETITION

Dorset farm park accidentally breeds rare lambs

Farmer Palmers, a popular Dorset farm park, has recently welcomed two rare-breed lambs in a rather unexpected turn of events. Five months ago, one of the farm’s Shetland ewes escaped and got into the same pen as a handsome Valais ram called Hank, leading to predictable outcomes.

“You only need a couple of hours for the deed to be done, so we only (realized) a couple weeks ago when she gave birth to the cutest little lambs,” farm director Sandra Palmer-Snellin told the BBC.

The twin lambs, one boy and one girl, are a cross between the Shetland mum and the Valais dad. The farm says these are a new breed to the team and have decided to call the breed ‘Shalais’ in recognition of their heritage.

TWEET CAPTIONS TO @DEALERSUPPORT

Sandra added, “The Valais are quite impressive sheep, with black faces and a lovely thick fleece. The Shetland sheep are kept in a separate pen but one of the females must have been full of the joys of spring and quite determined.”

Quote of the month

Business opportunities are like buses, there’s always another one coming.

Richard Branson

Did you know?

According to the Guinness Book of World Records, “strengths” is the longest word in the English language with one vowel. The word contains nine letters, eight of them being consonants.

‘Lonely bouquets’ are popping up in Merthyr Tydfil

Residents of a Welsh town who are out and about are finding happy surprises left for them in unexpected places. As reported by BBC news, a florist in Merthyr Tydfil has been leaving what she calls ‘lonely bouquets’ for local people, in a bid to cheer them up.

Fay Trowbridge first started delivering lonely bouquets around the town five years ago, when her business, Daisy Chain, was celebrating its first anniversary. Since then, she has given away more than 150 bunches of flowers to people in the town.

This year, she wanted to support local businesses by leaving the bouquets outside shops, on park benches, in schools, cafes and gyms. The lonely bouquets have been popping up throughout May, to shine a light on Mental Health Awareness Month.

Fay told BBC News, “Even if I only made one person smile, to me that’s better than none.”

PUB QUIZ

1. Which European country will be adopting the euro for the first time in 2023?

2. What are MPs forbidden from wearing in parliament?

3. What popular confectionary product was banned in Singapore in 1992?

4. True or false: It is illegal to place a postage stamp upside down on a letter in the UK.

5. What is Yorkshire caviar?

Knock me down with a feather

THEY DRAINED A WHOLE RESERVOIR TO FIND A PHONE

An Indian government official drained an entire reservoir after he lost his phone. Food inspector Rajesh Vishwas was reported by the Times of India to be taking selfies on his Samsung smartphone by Kherkatta dam when it dropped into the water.

Claiming the device contained ‘sensitive government data,’ Rajesh instructed divers to search for the phone. When they couldn’t find it, he then demanded diesel pumps be used to drain the lake.

More than two million litres of water was pumped out over three days. Unsurprisingly, when the phone was discovered in the mud at the bottom of the reservoir, it was waterlogged and would not switch on.

Answers:

1. Croatia

2. Armour

3. Chewing gum

4. False 5. Mushy peas

THUMBS UP!

At one stage last month, every member of our staff was in a different coffee shop at the same time. They were all sitting there with their laptops open at some website - which made it look like they were contemplating something important - until the next email came along and they could, once again, touch the keys and look busy.

People have had to train themselves in this particular aspect of coffee shop remote working. It’s okay to sit at your desk in the office and stare dreamily into the distance with your colleagues - I mean, they all know the score; there’s no point in doing anything when there isn’t anything to do - but it’s a different matter when you are surrounded by people you don’t know, and you imagine that they are all wondering why you are sitting there in the first place.

We love the remote working model at Clip Office. It really does make you think about what we were actually doing in the office for all those

years, standing around in the kitchen moaning about our career choices and discussing Dickinson’s Real Deal. Really, we should have been at least trying to get new business, or to keep the current customers happy against all odds.

Mrs O’Reilly, who looks after our logistics, marketing and biscuits, doesn’t like the coffee shop remote working model at all; she likes to sit beside the fax machine in the office all day. Moreover, none of the coffee shops seem to have a fax machine she can sit beside, and she’s very against the reps having the freedom to move around the village without her having any sort of control of their start and finish times.

We’ve tried to explain to her that the working model has changed - but

she’s having none of it. The reps are now complaining that they can’t really relax over their coffees because she can appear at the shop window at any moment, looking at her watch and staring them out until they get in their cars and start prospecting.

Lots of our working practices have changed over the last couple of years. We spend a lot more time sourcing product, and making sure that the customer is happy to get the wrong product delivered, whilst paying twice what they used to for it - and we seem to spend a lot more time selling products we know absolutely nothing about - but at least we are still here, and operating, even if it is a bit tougher and involves a lot more coffee-drinking now than in the past.

Father P muses on the intriguing dynamics of coffee shop working in the face of our ever-changing work practices

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

We love the remote working model at Clip Office. It really does make you think about what we were actually doing in the office for all those years

Using datadriven reporting to drive sales

Acontinued desire to grow is essential for successful business owners, but are you sure you’re maximising the potential of your existing clients? We often see dealers looking for the next big innovation, but growth can come from areas which are often missed or neglected. This is where data-driven reporting can help shape the future of a business.

There is so much work that can go into winning new clients, yet these accounts can easily lapse if they’re not regularly tracked. The same can be true for existing, long-term, customers who may have no spend for the month to date.

By utilising business intelligence data, dealers can focus on strengthening the relationship between them and their existing clients, increasing profit levels without the grind of getting that first sale over the line.

Reporting on account retention by an account manager is key to success here. It’s important to regularly review employee

targets to see who is exceeding expectations and who may need their goals restructuring to ensure your sales force are working in the most efficient manner.

Analysing these targets in a regular, scheduled report can support your team when targeting accounts to follow-up on, maximising efficiency to drive sales on those new or existing clients who may be at risk of becoming dormant.

The overarching benefit of tracking new business, retention and account management is profit! Running daily or monthly reports on these areas can support financial targets,

and this can be taken further by analysing low or negative margin items to prevent repeated loss lines slipping through the net.

These exceptional lines should be regularly tracked so that profit margins are maintained and regulated, accelerating growth rather than lying hidden, creating an unseen barrier which limits the success of your efforts.

Although report analysis can be seen as a time-consuming and repetitive task, following data trends allows you to become proactive rather than reactive. Observing and building on the basics of business procedures means that your expansion attempts will not be in vain.

The foundations that dealers work hard to build can be monitored and maintained through valuable and intelligent data-driven reports, providing the tools needed to respond to an ever-changing industry. In this way you can capitalise on the great work that has already been undertaken so that innovation and development can flourish.

ROBERT HARPER , marketing director at Prima Software,

talks

about

harnessing the power of datadriven reporting to enable businesses to drive growth, increase profits and foster innovation

Are you sure you’re maximising the potential of your existing clients?

Robert Harper Marketing director at Prima Software