DEALER SUPPORT DECEMBER 2021
December 2021
Issue 316
ISSUE 316 ALEX DUNN STEVE CARTER AIDAN MCDONOUGH
inspiring success
Four wise men Four experienced industry heads gave their perspectives on the current state of the office supplies sector, and its future, at the Dealer Support Live event
BROAD SPECTRUM APPROACH Spectrum on rebranding and their ambitious growth plan
A MAN OF PRINCIPLE Toby Robins on putting the planet first
CUSTOMER TRENDS FOR 2022 How dealers can capitalise on the latest trends
Wishing our fantastic employees, customers and suppliers a wonderful festive season. Thank you for your continued support, and we look forward to working with you in 2022. We’ve launched our biggest ever Christmas incentive to wish our partners a very Merry Christmas. Why not visit brotherzone.co.uk and see if you’re a winner.
Wishing a Merry Christmas and a prosperous New Year to all of our Customers. Thank you everyone for your continued support.
Wishing you all a Merry Christmas and a happy, healthy and prosperous New Year in 2022, from all the team at Sealed Air.
Seasons greetings and best wishes to you all from everyone at Antalis, we look forward to working with you together for a prosperous 2022.
THANK YOU and Merry Christmas to all our CIG customers. We appreciate your continued loyalty and wish you a prosperous, safe and happy year ahead.
Merry Christmas to all our customers and partners. Thank you for your continued support and wishing you every success for 2022. From the team at Prima
Merry Christmas and a happy New Year to all our friends in the office products industry.
Thanks to all of our customers for their continued support in 2021. We wish everyone a Merry Christmas and Happy New Year!
Wishingall allour ourreaders readersaa Wishing very Merry Christmas very Merry Christmas andaaprosperous prosperous2022. 2022. and Thanks for your Thanks for your support. support.
We wish our customers, suppliers & competitors a wonderful Christmas. Here’s to a prosperous New Year for the channel.
We would like to thank all our customers for your continued support during 2021. Merry Christmas and a happy New Year from everyone at Dams Furniture.
Thank you to all our members and key partners for their support this year! We look forward to working with you in 2022. Merry Christmas and a Happy New Year from the team at Integra. Thank you for welcoming us so kindly into the office products market and we look forward to working with you all in 2022.
We would like to wish all of our customers a very Merry Christmas and a happy New Year. We look forward to working with you in 2022.
All the best wishes from the Tombow team Stay healthy and safe, see you all in 2022 Maurice, Barry, Mike.
We would like to wish all our members and suppliers a Merry Christmas and prosperous 2022. Thank you for your support. #KeepItLocal
Merry Christmas and Happy New Year to our partners, customers and friends from the EvolutionX and FusionPlus Data teams - see you on t’other side!
FROM THE EDITOR
Farewell 2021! DEALER SUPPORT DECEMBER 2021 ISSUE 316 ALEX DUNN STEVE CARTER AIDAN MCDONOUGH
It’s the most wonderful time of the year! The festive season is here - which means we have finally made it to the end of 2021 and, I’m sure we can all agree, we’ll be glad to see the back of it. Christmas cheer is exactly what we all need after another challenging year and, as Buddy the Elf says: “The best way to spread Christmas cheer is singing loud for all to hear.” So whether you fancy yourself as a bit of a Mariah Carey, enjoy a bit of Wham!, or like to keep it traditional with some Bing Crosby, it’s time to crank up the Christmas tunes and sing your heart out! You have all earned a well-deserved break and I hope Santa delivers the presents you have written on your Christmas list. To celebrate all-things Christmas we have a LIVE IT Christmas special to really get you feeling jolly! We also speak to four wise men (we seemed to have Four gained an extra one!) who give their perspectives on the current and future state wise men of the office supplies sector. A bit less Christmassy, but still full of joviality, we speak to Toby Robins about his passion for sustainability and how pushing the green agenda is not only good for the planet, but also dealers’ bottom lines. As we look to a new year, we explore the challenges and opportunities that 2022 is likely to bring and we grab our crystal ball to predict the customer trends and product lines that will be popular in the new year. Speaking of all things new, Spectrum talk to us about their recent rebrand and their plan to grow the business. Alex Dunn gives us our FINAL WORD and discusses how you can keep your customers satisfied despite the supply chain issues you may face. That’s a lot, but we have plenty more in our final issue of the year. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport. As it’s my final editor’s comment of the year, I’d just like to take the time to wish you all a very merry Christmas, a happy New Year and thank you for your support in 2021! I look forward to speaking to you all again in 2022! December 2021
Issue 316
inspiring success
BROAD SPECTRUM APPROACH Spectrum on rebranding and their ambitious growth plan
A MAN OF PRINCIPLE Toby Robins on putting the planet first
Four experienced industry heads gave their perspectives on the current state of the office supplies sector, and its future, at the Dealer Support Live event
CUSTOMER TRENDS FOR 2022 How dealers can capitalise on the latest trends
Ellie Potter Acting editor
ACTING EDITOR Ellie Potter
CREATIVE TEAM Amanda Lancaster
FEATURES EDITOR Dan Parton
DIRECTOR Vicki Baloch
HEAD OF SALES Matthew Moore hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk
Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988. Printed in the UK by Buxton Press www.buxtonpress.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
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DECEMBER 2021
Contents INDUSTRY 08 NEWS AND VIEWS The latest news and views from the industry
10 FOUR WISE MEN
Industry experts give their views on the state of the office supplies sector
16 A MAN OF PRINCIPLE
10
Toby Robins on putting the planet first
20 NEW HORIZONS – EXPECTATIONS FOR 2022 New year, new challenges, new opportunities
DEALER SUCCESS 24 BROAD SPECTRUM APPROACH Spectrum on rebranding and their ambitious growth plan
LEADERSHIP 28 CUSTOMER TRENDS FOR 2022
How dealers can capitalise on the latest trends
16
SALES SUCCESS 32 LIVE IT
Take a break and enjoy some lighthearted fun
34 FATHER P. CLIP
The good Father reflects, and looks forward to a new year
35 FINAL WORD
Managing supply chain issues
28 “We would encourage members to monitor their key performance indicators more regularly and have a short-term action plan.”
21
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS Steve Harrop joins Nectere Nectere has appointed Steve Harrop as head of commercial. He brings with him impressive knowledge of, and passion for, the business supplies market, gained from more than 39 years in the industry.
Olin Origins and Keaykolour take centre stage in Christmas display
Adrian Reid, sales director at Nectere, said: “I’m so pleased Steve is joining the business. His experience and enthusiasm for the industry is commendable, and we’re excited for Steve to get involved in
Antalis has collaborated with Mayfair-based bespoke stationery provider
strengthening and enhancing our
Mount Street Printers on its Christmas window installation.
commercial relationships.”
Entitled ‘Deck the Halls’, the window design is a celebration of the landmarks, spaces and memories that Christmas often evokes; it is also a
Steve added: “I can’t wait to get
celebration of the beauty of paper, the product at the core of the Mount
involved with Nectere. Even in such
Street Printers’ business.
a short space of time, I’ve learned
At the heart of the window display is a model of the Mount Street Printers shop and building, meticulously crafted down to the finest detail in Olin Origins Chalk, and displayed on a resplendent red base made from Keaykolour Guardsman Red. The model of the shop, which contains a replica of the ‘Deck the Halls’
so much and understood just how this business is exceptional, and how it has some real advantages. The future’s bright for dealers who
window display in miniature - complete with lighting, is set against a backdrop
are involved with Nectere, but
of some of London’s best-known landmarks, including St Paul’s Cathedral, The
those who aren’t should have a
Shard and the London Eye, also handcrafted in Olin Origins Chalk.
look, because not only is it exciting,
Designed and produced by Joyanne Horscroft of Makerie Studio, who has created paper window installations for the likes of Omega, Mappin & Webb and Fabergé, the design for the Antalis-Mount Street Printers collaboration is also a nod to Mount Street Printers’ customers, many of
it’s delivering exceptional and innovative support for businesses. There aren’t many unique
whom have been buying the store’s premium Christmas cards since the shop
solutions in this industry, but
first opened its doors 40 years ago.
this is one of them.”
[08] DECEMBER 2021
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
INDUSTRY
BPGI appoint executive committee Business Products Group International (BPGI) has announced its executive committee for 2022 and 2023, as voted for by the board of managers, following a recent meeting. Aidan McDonough, Integra’s CEO, was unanimously reappointed as chairman together with Tim Beaumont, MD of Nemo, as treasurer. Andrea Ghidini, MD of Office Distribution Spa, joins the board as
Konftel calls for change following COP26
vice-chairman. The executive committee has played a key role in developing the BPGI to ensure its continued success as a robust and evolving organisation. Despite the unprecedented challenges the industry has faced over the
Konftel has urged the wider communications industry to follow its lead and take
last two years, BPGI members continue to
the greener route to success – after enabling customers to ‘conference with a
work together to support and enhance the
clear climate conscience.’
independent dealer channel.
Following the COP26 UN climate change conference in Glasgow, Konftel
“I am delighted to have been elected
has issued a rallying call having become the first manufacturer of its kind to
chairman for another term and look forward
achieve climate neutral certification. In an era of agile working, with huge
to working with our CEO, Barrie Hayes,
demand for conferencing and collaboration hardware, protecting the planet is
and the team,” Aidan commented. “The
just as important as connecting the world, according to CMO Stefan Eriksson.
crisis brought on by COVID has really
“We were the first in the collaboration devices sector to earn official climate
demonstrated the value of working as a
neutral certification – which has been successfully extended for the second year
collective - not just on the purchasing front
in a row,” he said.
to give members a competitive advantage,
“For us, it’s not enough to simply provide innovative technology,
but also to be able to share trends and
equipment and support which helps people communicate more effectively
information, or to discuss critical issues
without having to travel; we also have to pay attention to our own carbon
affecting our businesses.
footprint in a way which encourages others to do the same. “The basic benefits of conferencing have always had a positive
“BPGI has some exciting growth plans and I look forward to working with my
environmental impact and the technology we produce works in harmony with
colleagues over the next two years to see
our climate neutral philosophy. More video meetings means fewer car and rail
these come to fruition.”
journeys, fewer flights, less-full offices, reduced gas and electricity consumption. The two strategies operate together.” Climate Neutral Certified status means all greenhouse gas emissions have
Andrea added: “I’m very happy to be part of the executive board of BPGI. I feel a sense of responsibility for those members that, in
been offset across all aspects of the business, from manufacturing and product
voting for me, have put their trust in me. I truly
packaging to transportation. Konftel continues to cut impact at source too.
hope I’ll be able to play my part and make a
Investment in worldwide carbon credits are, in turn, used to support
difference in assisting Aidan and Tim to focus
controlled and certified projects across the world, such as forest conservation in
on the right issues and face the new challenge
Cambodia, clean electricity in Indonesia, landfill gas in the USA and also clean
of years to come.”
cook stoves in Mali.
www.dealersupport.co.uk DECEMBER 2021 [09]
INDUSTRY
DEALER SUPPORT LIVE Q&A SESSION
Four wise men Four experienced industry heads gave their perspectives on the current state of the office supplies sector, and its future, at the recent Dealer Support Live event
T
he concluding session at Dealer Support
– supply chain, cost of goods, cost of operations, all those
Live featured four well-known and
macroeconomic factors…
experienced names in the office supplies
“It would be easy to be downbeat about all this but, if you
sector; Steve Howorth, group CEO, EVO
look at the past 18 months, I am amazed by all the stories of
Group, Mark Wilkinson, vice president of
what dealers have done. They have pivoted, done different
ACCO, Steve Bilton, managing director of FusionPlus Data
things, changed, built things they have never built before,
and Martin Shaw, managing director of D3 Office Group. They
operated in different places.
gave their opinions on some of the biggest issues affecting the sector.
“So, as much as it is a perfect storm of negativity there is also huge opportunity. When I look at the power of what
Questions were posed by industry veteran Steve Harrop
we have in terms of how we approach the market as a
who opened the session by asking how cost increases,
community - we have immense power as disrupters in terms
shortages of materials, and wage inflation were affecting
of the dynamics, the local touch, the potential for change, the
day-to-day operations. Steve Howorth said that the industry
scale and mass support we have when needed. There will be
must be realistic and pragmatic about it. “There is no hiding
opportunities but, unfortunately, it is bloody hard work to find
away from it,” he said. “There are many different challenges
those opportunities and you have to be on the front foot…
[10] DECEMBER 2021
www.dealersupport.co.uk
INDUSTRY
DEALER SUPPORT LIVE Q&A SESSION
TIME MANAGEMENT The conversation then moved on to what issues dealers
Price inflation isn’t going away, and you can’t stick your head in the sand
should be focusing on, and Martin emphasised the importance of time management. “I discussed it with our team and said we need to get into a zone where we are doing things that are important but not urgent because, if we don’t, they get into the category of being important and urgent and it becomes frantic. You can’t operate easily in that zone for
but there is good business there to be done.” Mark drew attention to issues relating to price. “Price inflation isn’t going away, and you can’t stick your head in the
long,” he says. “We have probably all been in that zone for the past 18 months, but we now need to take a step back and have this time management discussion.”
sand, you have to pass these prices on. Our cost of goods has
Martin added that looking at ways to improve time
gone up dramatically; this is going to be a problem for a lot of
management, possibly through reviewing systems and
vendors and distributors that will translate into price rises for
processes, which can stop things going into the urgent zone,
dealers and end users. You have to price your products to get
can really improve how the business works.
you through this period and accept that this is the reality. It’s difficult, and uncomfortable, but that’s what you have to do.” With difficult times potentially ahead, dealers need to do
Steve Howorth agreed, saying dealers should make time to work out, and understand, what problems they are solving for customers. “In the past 18 months we have learnt that
everything they can to maximise their sales potential, and this
products are broadly irrelevant; it’s all about the value you
includes using all the tools and services available to them –
are adding to the customer,” he says. “If we can understand
which many don’t do, according to Steve Bilton. “Wholesalers
that better, then we have a chance of focusing on doing more
and dealer groups have awesome programs, and software
of that to help our businesses into the future - that goes for
houses have unbelievable functionality,” he said. “One of the
manufacturers as much as wholesalers and service providers.”
actions I would do as a dealer is to pick up the ‘phone and speak to your wholesalers, dealer groups and software houses
HYBRID WORKING
and find out what they have got that you are not using now.
The next question concerned hybrid working. While Mark
You might surprise yourself and find something in there that
noted that it presents opportunities for dealers – selling
will help you sell a different range of products, or make your
products for home workers and those in the office – Steve
whole operation more efficient.
Howorth questioned the term itself.
“I don’t think you guys realise how advanced and well-
“I am a huge fan of flexible working; I do not believe
organised this supply chain is. You have it handed on a plate
in hybrid working,” he said. “It is a nonsense to prescribe
compared to other industries we work with, particularly in the
to people when they can or can’t be in the office, or to
States. You have industry-specific software, data providers,
have policies that apply only to a small number of mid-
dedicated wholesalers and dealer groups all coming up with
managers, or clerical workers, and don’t apply to the bulk of
fabulous services.”
the workforce. We need to wake up as an industry and stop
www.dealersupport.co.uk DECEMBER 2021 [11]
INDUSTRY
DEALER SUPPORT LIVE Q&A SESSION
priority now and D3 is keeping a record of what the company is doing to reduce its environmental impact. “There’s a
Products are broadly irrelevant; it’s all about the value you are adding to the customer
programme through Office Friendly – I’m sure there are others out there – that is superb at taking you through a process. At the end it’s not about getting a badge but about taking the actions that you can then tell your customers to explain what you’ve been doing,” he said. Steve Howorth felt strongly about this. “It is directly and indirectly affecting people’s buying decisions day-by-day. We
talking about it.
are seeing it is becoming a bigger part of decisions people
“Flexible working is brilliant. Give people the scope to
make - either specifically, or as one of those expected factors
work where they want to, to be the most productive they
that has to be there and be correct. Post-COP26 there are
can be on any given day. It doesn’t need new legislation; it is
going to be some significant government commitments that
already in place – people can ask for flexible working.
will be followed up; there will be legislation. Whether we like
“Allow people to be productive, to get on the front foot and have respect for all those people who, throughout the pandemic, had no choice but to go into work – those
it or not, it’s here to stay, and we won’t be able to get away with greenwashing. “A lot of what we already do around consolidating supply,
minimum wage warehouse workers and drivers. I can’t look in
delivery, single sourcing, a slick de-duplicated supply chain
the mirror every day, think of them and work from home three
is great, but we have never packaged it in a way that tells the
days a week. We are back on the road and in the office, but
story strongly, and we can definitely do a better job of that
we respect people’s wishes to work flexibly.”
both individually and as an industry.” Mark added that the industry needs to take the
SUSTAINABILITY
opportunity to sell products that are genuinely recyclable and
Sustainability is also coming to the fore again for dealers, and
have recycled content in them. “There is more that can be
this was the next issue addressed. Martin admitted that, over
done, of course, but there are a lot of products out there - we
the past 18 months, it hasn’t been a priority for many dealers,
need to do a better job of making them available to the end
who have been focused mostly on survival. However, it’s a
user so that salespeople can go out and sell them.”
[12] DECEMBER 2021
www.dealersupport.co.uk
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INDUSTRY
S U S TA I N A B L E S E L L I N G
A man of principle TOBY ROBINS has been extoling the virtues of environmentally sustainable office supplies for 30 years. He has some strong advice for dealers on the need to push the agenda for the sake of the planet – and their bottom line
B
ing Crosby’s standard White Christmas will, no doubt, be on
However, there have been warnings about climate
heavy rotation in retailers across
change for more than 30 years, and exhortations to use
the nation currently, but it has only
more sustainable products for just as long. In the office
happened on four occasions in the
supplies sector, Toby Robins was one of the first to do
past 50 years in the UK, according to the Met Office. With the effects of climate change, it is likely that white Christmases will be even more infrequent in the future,
[16] DECEMBER 2021
so dreaming of them is all we will be doing.
www.dealersupport.co.uk
so when he set up Greenworld Supplies in July 1989. “It was down to a personal belief that something was happening to the environment,” he says. “Things
S U S TA I N A B L E S E L L I N G
INDUSTRY
are changing; we should recognise this and do something about it. The more we learn about it, the more we realise we do have to do something about it. That was where the incentive first came from. I was ahead of the game on that one but, even now, the conviction remains and is becoming increasingly shared.”
A lot of environmental initiatives have always made commercial sense anyway
While Toby left Greenworld some years ago, he is still involved in sustainability issues as a consultant at environmental and sustainability consultancy
decision-making process; if you have the same product,
Green Element, and as a director of the British
at the same price, with the same level of service but strip
Association for Sustainable Sport. He also maintains a
out the environmental impact, is there any reason you
keen interest in the office supplies sector.
wouldn’t buy from me? So if they come back and say they aren’t bothered about the environment, you still have the
SHARED VALUES
same product with an improved level of service – it didn’t
The principles of selling sustainable products haven’t really
stop me selling on other grounds but it put environment
changed in those 30 years. “When I started up people
on the agenda for people, which was great.”
were buying from me because of the environmental credentials; we had shared values,” he says. “These
COMMERCIAL SENSE
weren’t people buying on price, so it didn’t matter if a rival
Today sustainability and environmental issues are
supplier came back with a better price offer.
an increasing priority for many customers and, while
“You have to sell with sincerity and integrity because you are selling to someone’s values. If you demonstrate that you don’t share those values – that
pushing an environmental agenda has a philosophy behind it, it also makes commercial sense. “My margin as a dealer was very strong throughout
you are just nodding in that direction for commercial
the time I had the company as it wasn’t price I was
gain - then it destroys your credibility and, not
selling on,” Toby says.
surprisingly, you don’t keep that customer. I’m not
“A lot of environmental initiatives have always
saying it is a religion, but I am saying it is about
made commercial sense anyway – route optimisation
purpose-driven, value-based, sales.”
and things like that. I was running alternatively fuelled
However, he concedes that, back then,
vehicles in London even before the congestion charge
environmental friendliness could be a difficult sell
but, when that kicked in, it saved me £2,000 per year per
to customers. “That was why I had to have sincerity,
vehicle. It makes sense to consolidate your customers’
integrity and passion,” he says. “But it didn’t mean I
deliveries and increase the average order value. There
couldn’t sell to anyone else. My operating costs were
is a lot of stuff that makes environmental sense but has
very low; I was selling into a local community and those
been done with cost in mind.”
people who didn’t come on board because of the
It can mean a change in sales approach though,
green credentials at the time sure as hell had them
Toby says. “When selling, I would go in and try to
repeated and repeated to them until the education
reduce the amount that my customers were buying. I
had got through.
would go in and say, ‘I am not interested in haggling
“Sustainability made it into a fourth criterion in the
over the price of a lever-arch file; I don’t want to sell
www.dealersupport.co.uk DECEMBER 2021 [17]
INDUSTRY
S U S TA I N A B L E S E L L I N G
you one for £2.50. I want to sell you one for £10 because then I know it will be of a quality that means it can be re-used and all you will need is a new spine label.’” This would save the customer money in not having to make repeat purchases, but also make Toby money in terms of margin. “It is a very different approach.” Another key point for Toby in enabling businesses to successfully sell sustainable products is to position themselves as partner to customers. “It doesn’t matter how many competitors come knocking on your door - if that is the basis of your relationship, they aren’t going anywhere. You might have reduced their overall spend, but you have lifetime value far greater than it ever would be if your sales focus was price-based.” In building these relationships, dealers can present to a customer’s green teams. “They tend to be drawn
Things are changing; we should recognise this and do something about it
from every department in a company; having a champion in every department makes it very difficult for the procurement guys to say ‘I am changing supplier’. “Working with the client to have multiple contacts makes it a very sticky account.” Toby advises dealers to be aware now of how environmental issues are becoming more of a priority – and that it is only going to move up the corporate agenda in the years to come. “Dealers need to be competitive within that marketplace. There are opportunities out there as demand grows; the further behind you are on this, the less competitive you will become so it’s time to move on.”
[18] DECEMBER 2021
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INDUSTRY
W H AT ’ S N E W F O R 2 0 2 2
New horizons – expectations for Dealer groups are anticipating another year of challenges for the office supplies sector - but say that there are still plenty of opportunities for dealers to be successful
T
he office supplies sector has had
description sits firmly, and for the foreseeable future,
to deal with many challenges over
only with the dealer.
the past couple of years – from the
“They will continue to source products from
pandemic to supply chain issues
multiple suppliers, and often competitors, in order to
caused by the Ever Given container
provide what their customers require. Maintaining and
ship getting stuck in the Suez Canal – but businesses have
cultivating multiple wholesale and vendor relationships,
shown the resilience to, in the main, continue to trade.
and marketing effectively multiple product and service
However, it looks like another turbulent year is in store, according to Graeme Hargreaves, group head
offers, will continue to remain critical.” Graeme recalls the free-of-charge wholesale CDC/
of merchandising at Nemo Office Club. “Realistically,
RDC model of distribution. “In a way, it was ahead of its
I think we can expect more of the same; disruption,
time if you look at what Amazon is doing with its large
fluctuating working patterns and uncertainty,” he says.
sheds around the country.
“I don’t expect the world to be in balance until the end
“For our sector, that model shifted to a single shed
of 2022 at the earliest. For dealers, who are well placed
placed centrally, and what is now chargeable fulfilment
to thrive in such times, this means remaining agile down
directly to the end user and via the dealer. What this
the supply chain and upwards to their customers.
forced the agile and adaptable dealer to do is to shop
“For supply, the need to shop around will remain
around - and they are getting used to it, which is not a
paramount. We are a long way - if we ever get there
bad thing in uncertain times. My belief is that we will
again - from a dealer being able to rely on a single
end up more with a series of specialist suppliers, akin
source of supply for the business consumables that they
to the old RDC model, but they will be ‘geographical’
now themselves offer. In this respect the ‘single source’
by product category rather than necessarily by location,
[20] DECEMBER 2021
www.dealersupport.co.uk
W H AT ’ S N E W F O R 2 0 2 2
INDUSTRY
SALES TRENDS
You are never going to know unless you ask the question
In terms of trends in sales Alex says that, according to dealers, their growth is currently coming from anything other than traditional office products. “Whether that’s promotional gifts, furniture, workwear, hygiene, IT - you name it, and they are doing it,” he says. “Sustainability will also be very much be back
equally alongside several broad range providers. “There are multiple examples; a catering supplier, a janitorial supplier, an educational supplier, a grounds maintenance supplier, a toner and ink supplier, and so
at the forefront in 2022, particularly after COP26, and hybrid working habits are beginning to harden-in now and become a permanent way of life.” Integra Business Solutions’ CEO, Aidan
on. The successful ‘broad range’ wholesalers will be
McDonough, agrees that hybrid working will be a
those that invest in, and embrace, a number of these
key trend in 2022 and beyond. “The opportunities for
product categories thereby commercially encouraging
dealers will be to provide a flexible service catering
spend to themselves and away from these now
to the needs of remote workers and offices alike,” he
establishing alternatives.”
says. “Technology, hygiene and, specifically, sanitising solutions will also continue to be in demand.
ONGOING CHALLENGES
“As the education sector stabilises, surplus budgets
Meanwhile Alex Dunn, managing director of Superstat
have seen members picking up additional business,
Ltd, reckons the biggest business challenges for 2022
including capital expenditure, and we will continue to
are likely to be ongoing supply chain issues and constant
provide dedicated catalogues, direct mail and seasonal
price increases. “The best response to this is to be
campaigns to maximise the opportunities.
proactive in our communication with customers,” he says. “No-one likes delivering bad news but the quicker we raise it, and look at alternative solutions where possible, the more customers appreciate our efforts. “Supply chain problems and volatile pricing are
General office supplies will continue to decline, so finding new opportunities will be critical. “We would encourage members to monitor their key performance indicators more regularly and have a short-term action plan. Set time aside, however, to think
worldwide problems, and this is set to continue into
‘outside the box’ to create additional revenue streams
2022, so now is a good time to be actively prospecting .
and opportunities – get the team together to throw
We are currently training dealer salespeople on how to
everything in the pot.”
get on the front foot and get prospecting. “Another problem might be recruiting and retaining
EXTENDED DELIVERY TIMES
good people in a job market that favours the employee.
Aidan adds that Integra are seeing increasing numbers
Businesses can look at how we can make ourselves
of members putting the focus back on stocking and
attractive to work for. It doesn’t have to be pool tables
that 48-hour delivery will be the norm, going forward.
and latte machines - being flexible, inclusive and creative
Steve Carter, managing director of Advantia
with working hours where possible can cost nothing, but
Business Solutions, agrees that next-day deliveries
make life a whole lot easier for people.”
could decline as dealer groups look to save money
www.dealersupport.co.uk DECEMBER 2021 [21]
INDUSTRY
W H AT ’ S N E W F O R 2 0 2 2
on fuel and reduce their carbon footprints. “I have asked dealers, ‘Do you believe your customers still need a next-day delivery?’ Some dealers say ‘Yes’ and if you ask why, they say ‘Because if we don’t offer next-day delivery, someone up the road who sells the same products will.’ I reply, ‘Have you asked your customers that?’ If you have a customer order with 10 lines on it, and
General office supplies will continue to decline, so finding new opportunities will be critical
nine lines come from your stock, or your wholesaler’s, and another line will come in a day later, to my mind
who are working in the office, at home, or flexibly in
you are better off holding onto it, making sure the
both locations. Dealers need to find out how that
customer is aware, and I am convinced the customer
person wants to receive their supplies that they
will usually say ‘Bring it all together in two days’ time’.
need; will they be sent to the office or their home, for
“It isn’t just about the products; it’s about the
example? Build your offering around that. “You are never going to know unless you ask the
service as well.”
question. We ask dealers to do that and then come COMMUNICATION IS PARAMOUNT Steve adds that communication with customers is paramount if dealers are to provide the most effective service. “We have to find out what customers’ plans are,
back and tell us and we will gear things around that. “It isn’t all doom and gloom. People may not come back to the workplace but, if they are working from home, they are going to need things at home and the
such as if they are bringing all their staff back into the
employer is still responsible for their furniture etc so
office or allowing them to work flexibly.”
go and find out what they are doing and build things
This is important is it will impact on how dealers deliver to customers. “We have to cater for employees
[22] DECEMBER 2021
www.dealersupport.co.uk
around that accordingly. “There are still opportunities out there.”
AD
DEALER SUCCESS
SPECTRUM
Broad spectrum approach Spectrum has recently rebranded to reflect how the business has changed. The company is now focusing on an ambitious plan to grow the business organically and by acquisition
hat’s in a name? In
Copiers in 1983, reflecting its focus on
mean something different. “IT, to me, now
business, it is crucial.
selling photocopiers. In 1999 the company
is your physical IT infrastructure – servers,
Rob Cavill, managing
had its first rebrand, to IT@Spectrum. “At
laptops, monitors, hardware, the firewalls
director of Spectrum,
the time, the business had moved away from
and all the things that happen on a network
knows this only too
just selling photocopiers and started doing
– which is not what Spectrum does and
well, which is why he and his fellow directors
more around information and document
never has been. Also, the ‘@’ symbol has
decided to rebrand the company recently.
management,” Rob explains. “The ‘@’
now become commonplace.”
W
Spectrum has been a well-known name in the office printer market for many years. The company started life as Spectrum
[24] DECEMBER 2021
www.dealersupport.co.uk
symbol was relatively new, and techy and cool at the time.” However, more recently, IT has come to
With this in mind, the decision was taken to rebrand, and Spectrum was chosen as it is the one word that has remained
SPECTRUM
DEALER SUCCESS
in the name of the company since it was formed. “We also wanted to future-proof the name to avoid this situation again. If we called ourselves something like ‘Spectrum Document Management’, for example, there is a risk that, 15 years from now, whatever phrase we chose would be equally redundant,” explains Rob.
That’s where our many years of experience as experts in automation comes into its own
“So, we decided to simplify things, and reflect the fact that – excusing the pun –
marketing and from their sales teams when
the spectrum of what we do has grown. It
they discuss the scope of Spectrum’s offering.
repositions us as not just a copier dealer but
This is partly because the digital side of the
as the experts in automation who can assist
business is growing quickly; Rob is confident
with digital transformation and deal with
that this will continue for the foreseeable
anything to do with paper, information and
future as more companies understand the
data in the workplace.”
benefits of digitising their businesses and automating processes.
LOGO CHANGE
Demand for Spectrum’s digitisation
With the rebrand has come a change in
services have surged since the pandemic,
logo – although some might not notice
Rob adds, as businesses have needed to work
at first. “There is a familiarity to our new
remotely, access information wherever they
logo, compared to our old one, and that is a
are, and become more efficient. “This has
thought-out approach,” says Rob. “We
meant digitising the way they do things.”
didn’t want to lose the recognition and
Rob emphasises that Spectrum don’t just
goodwill that the IT@Spectrum brand had
go into a business and digitise their current
built up, so we literally ditched the IT@.
processes. “The first part in any solution is
People see IT@ has now gone - that triggers
consultancy. We review the way a business
a conversation as to why, giving us the
does things currently and then advise, and
opportunity to explain the wider capabilities
improve their processes, and then digitise
of our business.”
them. Consultancy is a huge part of it as that’s where our many years of experience as
DIGITAL GROWTH
experts in automation comes into its own.
With the new branding comes a new
We don’t just sell a software; we sell an
marketing push. Rob wants both sides of
end-to-end consultancy solution that
the business – print and digital – to have
we then embed and support to give the
equal billing on its website, through their
customer added peace of mind.”
www.dealersupport.co.uk DECEMBER 2021 [25]
DEALER SUCCESS
SPECTRUM
Print will bounce back in terms of volumes
invoice, extract the information, put
people migrate back to the office.” To this
it through a workflow, and it can then
end, Spectrum has recruited several local
appear on someone’s ‘phone for approval.
young people and put them through the
This automation speeds up the entire
company’s training programme, Spectrum
process, meaning the business can redeploy
Campus. “We are investing in youth to grow
the personnel who were doing these
our own sales professionals,” says Rob.
mundane tasks and get them onto more Digitisation can significantly improve
value-added work.”
efficiency. For example, in businesses
Organic growth is only one part of Spectrum’s ambitious plan to double its £10 million turnover in the next three years. Rob
in sectors such as construction - where
GROWTH STRATEGY
is also looking to acquire businesses, to add
thousands of invoices need to be processed
As COVID has sped up the digitalisation
to the two purchased in the past three years.
- this was, historically, a labour-intensive
process among many businesses, Spectrum
“There are three to four businesses we are
process, involving the manual processing of
has invested in its team. “While most
talking to that are the right fit geographically,
those invoices, matching them to purchase
businesses have been scaling back, and doing
as well as in what they sell and their
orders and getting them signed off by
what they can to protect the business, we
expertise. We are looking at print and
management. The invoice would then be
have taken a front-foot approach, recruiting
digital acquisitions – it could be a software
put into the filing system and onto the
a head of digital solutions - and another six
developer or vendor or a start-up - there are
bank for payment.
people into that team - which gears us up for
all manner of opportunities we
growth,” says Rob.
are looking at.
“There is a huge amount of work in this,” says Rob. “We digitise all this through
The digital side of Spectrum is thriving,
“We are taking a proactive approach in
scanning and data capture. Our systems
and the print side is still growing too. “Print
contacting businesses that we think will be a
and software can read what is on an
will bounce back in terms of volumes as
good fit into the spectrum of what we do.”
[26] DECEMBER 2021
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CUSTOMER TRENDS FOR 2022
nds e r t r f e
As dealers look towards 2022, many will be looking to refresh their product lines and categories to provide customers with the best range of products possible. What will be the big trends in 2022, and how can dealers ensure they capitalise?
2022 or
Custom
LEADERSHIP
fter two turbulent
Often home workers have limited space
years, office supplies
and need to create an office on a minimal
dealers will be looking
footprint. “Workers now need clever
of good office design - this is even
forward to a year
solutions that optimise the available space
more important in a small working
with – hopefully – a
while also creating and efficient and pleasant
environment. Human-centric lighting is
lot less disruption. They will also be looking
working environment,” says Claire Negri,
often preferred, especially if workers are
to maximise sales by following the latest
trade marketing executive at Durable (UK).
not leaving their homes for a long periods
A
trends among customers and buying the newest products.
“Portable and multifunctional equipment and storage solutions can help
Of course, some key trends in 2022 will
a living environment. “Light is also an essential element
of time during the day.” Flexible solutions are also needed for
with this,” she says. “Tools like tablet holders,
hybrid workers, Claire points out. “A media
be similar to those seen in 2021, such as
and drawer boxes to keep documents
trolley for video conferences, Zooming and
hybrid working and working from home.
organised as well as blending in perfectly to
presentations facilitates the digital presence
[28] DECEMBER 2021
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CUSTOMER TRENDS FOR 2022
is all about.”
Workers now need clever solutions that optimise the available space
Richard adds that shelving units and
LEADERSHIP
“As people return to the office, reviewing and installing health and safety
lockers – in a range of colours – have been
signage will become important whether
big sellers in 2021, with shelving units
for offices, access areas such as car parks,
often used to divide and zone the working
security, washroom, canteens, first aid
environment, as well as being a design
rooms etc, or for operational areas like
choice for the home.
warehouses, manufacturing sites, waste
Demand for lockers has also increased as staff return to the workplace
management areas, transportation yards etc,” he says. Custom-designed signage could
of colleagues wherever they are.
with a desire for personal space and for
Video and audio conferencing is now a
locks that can be opened using apps via the
also be a growth area, he says. “Here the
proven alternative to face-to-face meetings,
‘phone, says Richard.
possibilities are endless for the dealer to sell
ensuring a more productive and professional meeting experience.” Richard Costin, CEO of Bisley, agrees that how space is used will be a key consideration in 2022. “We predict that
Leon Haigh, UK sales manager at
new ideas to their customer bases, from site
Phoenix Office, believes that demand for
safety notice boards with logos and unique,
lockers will continue to grow, especially with
designed, shadowboards, to office interior
the increasing use of hot desking.
wall vinyls and bespoke signs. As businesses
He adds that security products will
look to refresh their branding around
zoning of space will be a key principle of
also be in demand to help managers and
their business, we are seeing companies
space planning and design,” he says. “In
employees maintain GDPR compliance.
looking at cost-effective ways to brighten up
an office, workspace or even a residential
With more hybrid working and working
workspaces, put new commercial signage in
project, it essentially refers to the process of
from home, it needs to be ensured that
place and freshen up existing signage.”
dividing space up, looking at it in terms of
sensitive company data, print outs, company
purpose, and then designing it accordingly.
laptops, ‘phones etc can be stored safely
WORKING SMARTER
when not in use, and there are a range of
Another growth sector for office supplies
products available to do that.
dealers is warehousing, transport and
“By designing specific, bespoke, fit-forpurpose spaces and environments – like collaboration hubs, creative work shopping
“Office products dealers will need to be
logistics, according to Jim Roberts, head of
spaces and productivity zones – we have a
aware of this, and of the right products to
new product development at Beaverswood.
chance to make sure we’re set up to achieve
promote,” he says.
Again, space is a key consideration, especially storage facilities. For instance,
the task we’re trying to complete before it even starts. From welcome spaces to focus
STAYING SAFE
aisle racking boards can enable warehouses
areas, or collaboration hubs to private
Safety in the office will also be a priority
and storage facilities to make better use of
meeting booths, making sure that space
in 2022, says Steve Plaistowe, Business
their space - often the end of racking is an
and colour is designed with the activity
Development Manager (OP Channel)
unused area, Jim says. Likewise, ‘stations’
that’ll take place in it in mind is what zoning
at Spectrum Industrial.
for cleaning, health and safety and other
www.dealersupport.co.uk DECEMBER 2021 [29]
LEADERSHIP
CUSTOMER TRENDS FOR 2022
important hygiene or safety equipment for
seeing products appearing on the market
the facility, which simply hook onto the
that are increasing their recycled content.
rack ends, will also be important.
Some products have simpler and more
“As companies run out of space they
effective recycling options, whether it be
need to find ways to work smarter and create
plastic packaging with a higher percentage of
more space, while keeping their workers,
recycled content, bubble lined mailers with a
vehicles and property safe,” says Jim.
partially recycled liner or a myriad of other, more environmentally conscious, packaging
Zoning of space will be a key principle of space planning and design
products are also now available.
SUSTAINABILITY Another key trend in 2022 will be a focus
“Within office papers, aside from the
on sustainability and product origin, says
opportunity to recycle the product document
products to excite end-users - especially
Gemma Bassett of Sinclairs Products.
after use, manufacturers are looking at how
in the arts and crafts sector. We have
“Consumer buying trends will, no doubt,
they can improve the recyclability of the
also launched our range of plastic-
reflect this too,” she says. “However, we see
product and its packaging. Surface treatments
free packaging to replace most of our
that products that are able to state ‘British
aimed at improving the visual appearance of
conventional blister cards.”
made’, ‘100% recycled’, ‘carbon zero’ - and
the completed document contribute to easier
other environmental certifications such as
de-inking during the recycling process; not
will continue to be in demand. While the
FSC - should be of particular importance to
an obvious benefit at first glance, but still
standard pack size for pens used in the
dealers and customers alike.”
a significant step forward in reducing the
office tends to be 12 or 10, for an individual
product’s overall environmental impact. This,
working at home this is simply too many
digital papers at Antalis, agrees, adding that
coupled with developments in
to buy. Pentel has developed a range of
there are some great innovations and small
easier to recycle ream wrappers, are
cardboard wallets containing two, three or
actions that can make a big difference.
important improvements.”
four products, which is a far more realistic
Paul Savill, product manager, office and
“Looking at what we use, and how we
Wendy Vickery, marketing manager
“We’ve been working hard on new
Wendy believes that smaller pack sizes
quantity for most home working end-users.
use it, is key; discerning buyers/consumers
of Pentel, adds that there is also growing
Customers are also telling Pentel
will be asking suppliers to be supportive,
demand for refillable products. “Whether
that their appetite for innovation has not
knowledgeable and, above all, responsive
purchasing for the office, or for individual
diminished. “Since the reopening of non-
in finding more environmentally sound
use at home, environmental considerations
essential retail stores our customers are as
solutions,” he says.
will play an increasingly important role in
keen as ever to discover what’s new and how
informing the decision-making process in
we can help generate end-user demand for
2022,” she says.
our products,” says Wendy.
“With the imminent arrival of the plastics tax in April 2022, we are already
[30] DECEMBER 2021
www.dealersupport.co.uk
inspiring success
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EDUCATION
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Issue 296
STEVE MCKEEVER
MARKETING
DRIVING CHANGE
2020 VISION
2020 VISION New products and categories
More Shredding. Zero Jamming.
February 2020
TRANSFORMING THE CHANNEL
PHIL JONES
OEMS AND MPS
IT PREDICTIONS
2020 VISION
inspiring success
Next Generation Shredders
ISSUE 296
January 2020
DEALER SUPPORT FEBRUARY 2020
Issue 294
DEALER SUPPORT JANUARY 2020
DEALER SUPPORT DECEMBER 2019
Decemebr 2019
inspiring success
IT PREDICTIONS FOR 2020 What to expect for the year ahead
PHIL JONES Brother UK’s MD talks learning and leadership
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SALES SUCCESS
TEABREAK
LIVE IT CAPTION COMPETITION
THUMBS UP!
I’m dreaming of a white Christmas
The Independent has reported that bookmaker William Hill has opened bets on the UK experiencing a white Christmas this year. Birmingham is the current favourite to experience snowfall on December 25th, followed by joint-favourites Newcastle and Edinburgh. It has been seven years since the UK saw snowfall on Christmas day in 2015, and 11 years since the widespread white Christmas of 2010 – the UK’s coldest winter on record. Bets on Birmingham experiencing Christmas snowfall are 7/2, meaning there’s a 22% prediction of snowfall. Newcastle and Edinburgh are both at 4/1 - a 20% chance of snowfall - and Belfast is at 9/2, or a 19% chance of snow.
TWEET CAPTIONS TO @DEALERSUPPORT
Quote of the month What is Christmas? It is tenderness for the past, courage for the present, hope for the future. AGNES M. PAHRO
[32] DECEMBER 2021
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Life hack Want to do a Christmas wreath, but don’t want to damage your door? There’s no need for a nail, just use an upside-down Command Strip to hang your wreath from the other side of the door. Use a piece of ribbon to hang it on, and tie it to the strip instead.
TEABREAK
SALES SUCCESS
Did you know?
?
If your children leave Santa a little snack to keep him happy on his journey, thank the Dutch. On St. Nicholas’ feast day, on December 6, Dutch children leave him food and drink to be exchanged for gifts overnight.
Christmas crazy! A woman dubbed the ‘crazy Christmas lady’ starts listening to festive songs in June and decorates her house before Halloween, BBC News has reported. Chloe Pickard put up a tree and set the dinner table, as well as decorating her Leicestershire house, in October.
PUB QUIZ 1. Which country started the tradition of putting up a Christmas tree? 2. How many ghosts show up in A Christmas Carol? 3. In Home Alone, where are the McCallisters going on holiday when they leave Kevin behind?
The 28-year-old said she was
4. In which country did eggnog originate?
“happy to adopt the title” as early
5. How many gifts were given in total in The Twelve Days of Christmas song?
for 13 years. Chloe said decorating her home early allowed her to
1. Germany 2. Four: former business partner Jacob Marley, and the spirits of Christmas past, present and future. 3. Paris 4. Britain 5. 364
decorations had been a tradition
enjoy the winter festivities for “as long as I can”, adding that her partner had to accept it. “I’ve
Knock me down with a feather
always loved Christmas ever
Banished Bountys
since I was a small child,” she
As reported by the Evening Standard, new
said. “People call me the crazy
research suggests that 52% of British people will pick the
Christmas lady - that’s the title I’ve now adopted happily.” She said
Bounty last in the Celebrations box. The poll, commissioned by Celebrations, also revealed that a depressing 32% of us would rather throw away unwanted chocolate than eat it. However, this Christmas the
friends and family “accept it for
Bounty-phobics of Britain can finally sleep peacefully knowing they have a
who I am”, adding she has never
Plan B - one that doesn’t involve unnecessary food waste or unloved Bounty
met anyone “on my level”. “I think I take it a bit too far. I can’t help
bars. Mars Wrigley have launched The Bounty Return Scheme - a new initiative that will see Brits able to return unwanted Bounty Celebrations and swap them for Maltesers Teasers this January.
myself,” she said.
www.dealersupport.co.uk DECEMBER 2021 [33]
SALES SUCCESS
QAUTEHSETRI OP.N CTLI IMP E F
Bringing hope, peace and unity to the good brethren of business supplies The good Father reflects on a difficult year, gets in the Christmas spirit, and looks forward to a (hopefully) less challenging 2022
W
ell, it’s hard to believe it’s that time of year
the more money they make. I don’t want to exaggerate, but our
however, so we must be merry! Think of all the nice things the office supplies
again. We’re now
backorder list stretches halfway down the
industry can still offer us, like the annual
coming up to the
main street as Mrs O’ Reilly - who looks
Christmas party - where there is always
end of a year in
after our HR, EORI, recruitment, order
a fight - and the annual Christmas
office products which has been like no
fulfilment and warehousing - still insists on
visits to our top customers with tins of
other; full of COVID issues, Brexit issues,
printing it all out. Helping the environment
sweets and bottles of wine which will,
stock issues and eating too many biscuits
means nothing to her even though it’s
ultimately, cost more than the profit
whilst working from home issues. I would
very much at the forefront of how we do
we’ve made from this year as there hasn’t
be glad it’s coming to an end if it wasn’t
business. We preach to the customers
been anyone in their offices.
for the fact that it apparently isn’t - the
about green products, and try to act as an
forecast for next year doesn’t seem to draw
example to them, but one of them tripped
always a tricky thing to get right; some
a pretty picture. Most of our industry
over the back-order report last week on the
companies won’t accept bottles of wine
gurus are predicting more of the same
way to get their lunch and is threatening
because it’s seen as a bribe, so we just put
problems we’ve had this year, although I
to sue us. Mrs O’ Reilly thinks that climate
it in an empty toner box - which is fine
think that’s how they make their living;
change has been made up by hipsters in the
unless they then put it in their printer.
if everything was good in our world we
office supplies trade so that they can sell
wouldn’t call on them to make us more
more of their green products.
miserable - and the more miserable we are
[34] DECEMBER 2021
www.dealersupport.co.uk
The festive season is almost upon us,
Christmas gifts to customers are
It’s been a difficult time for most, but I hope that it improves soon, and I hope you all have a very merry Christmas.
FINAL WORD
SALES SUCCESS
Managing supply chain issues ALEX DUNN, managing director of Superstat, discusses how you can keep your customers satisfied despite supply chain issues
O
ur whole supply
communication. When dates and
chain is currently
prices move, the sooner you can
experiencing severe
discuss it with your customer, the
delays and cost
more likely you are to find a solution
increases. From the
that meets their expectations.
Alex Dunn,
managing director of Superstat taking the trouble to understand
global container crisis, to a shortage of lorry drivers in the UK, dealers are having
TAKE THE EMOTION OUT OF IT
how bad that problem is can help
a hard time getting hold of product, and
Most businesses have experienced
to ease the pain and maintain the
then getting that product to customers
supply problems recently, and
relationship. You might find out
on time and on budget. Meanwhile, price
customers get upset sometimes -
something useful at the same time.
increases are coming through at such a
especially when they feel let down.
rate that it’s hard to keep up.
When it’s not your fault, and feelings are
CO-CREATE A SOLUTION
running high, it’s easy to react. Try to
There isn’t a solution to every problem
to meet customer expectations, and
keep your cool and, if at all possible, try
but there might be if you talk about
businesses are seeing a negative impact
to preserve theirs at the same time!
it and, while it may sound obvious,
Everyone in the channel is struggling
it’s important to try to work with the
on their bottom lines. This makes the
customer to develop a solution together.
salesperson’s job a whole lot more difficult;
ASK QUESTIONS
nobody likes delivering bad news to
We talk a lot about ‘selling like a doctor’.
customers - especially salespeople!
When a problem occurs, don’t jump
GET PROSPECTING
in with the solution straight away. It’s
With all the problems going on at the
disrupt business for months to come,
tempting to try to address the pain
moment there are potential customers
Superstat focused its November sales
immediately, but ask lots of questions
everywhere, many of whom are in a load
academy online training on selling despite
first, and give yourself every chance to
of pain right now. After months of relative
these issues. Here are six steps which
understand the full ramifications before
isolation people are more and more
will help you to proactively manage the
you start solving.
receptive to an authentic conversation so
So, with supply chain issues set to
now is a great time to prospect.
challenges with dependable solutions. LISTEN INTENTLY
For more information on the six
BE PROACTIVE
Even if it’s just showing some empathy,
steps, or if you would like to see the
Salespeople report that what customers
people really appreciate being listened
sales academy recording, please email
value most in these situations is prompt
to. You can’t solve every problem but
team@superstat.co.uk.
www.dealersupport.co.uk DECEMBER 2021 [35]
2022
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