DEALER SUPPORT OCTOBER 2020
October 2020
Issue 303
ISSUE 303 JIM BROWN LIZ HALE STEVE BILTON
inspiring success
EFFECTIVE LEADERSHIP IN A CRISIS The qualities you need to succeed OWNING PRINT EQUIPMENT VS. MPS To MPS or not to MPS – that is the question UPPING YOUR CSR GAME CSR is more than just a buzz term
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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
www.fellowes.com
MARKETING Why now is the time
0203 794 8555 info@intelligentmedia.co.uk
inspiring success
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DELIVERING WHAT’S BEEN PROMISED Steve McKeever’s advice for dealers BREAKING INTO EDUCATION Making your way in a lucrative sector
FROM THE EDITOR
Facing challenges head on DEALER SUCCESS
PA P E R S T O N E
BEST JUDGEMENT FOR BUSINESS
CREATIVE TEAM Billy Odell
HEAD OF SALES Matthew Moore
DIRECTOR Vicki Baloch
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
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P
aperstone is an on
with an interestin
unique ethos. Lau 16 years ago, as a
products alone, fo
CEO and co-own
expect his customers to start asking for t
products – but they did! Despite plans to
supplier, people soon began requesting p
and, soon, Paperstone had to find itself a
But it’s not as if Jim and his business
researched what people wanted in the fir
Paperstone in my friend’s flat, and we did
research about what people wanted – an
was cheap toner cartridges,” says Jim. “So
suppliers, launched a business – without
website – and used the flat’s landline as a - customers would ring up and have my
flatmates answering sometimes! But we k
catalogue and a website up-and-running and upwards from there. The customers
stationery, so that’s what we gravitated to became an OP business.”
John Philips, sales manager, joined J
founder, Max, two years in. By that poin
had a decent-sized office in the west end
had been in office products since 1997. “
when I exited the industry, thinking ther than stationery – I was wrong!” he says.
2006, left again to do some project work
dealer in Essex, and then re-joined Pape “We dragged him back, kicking and
Jim. “We struggled without him because
[18] OCTOBER 2020
www.dealersupport.co.uk
Ellie Potter Acting editor
EDITOR Nell Walker
Way back in March Pape JOHN PHILLIPS told N passion for staff autonom Read what they told us th strange months
Intelligent Media Solutions We Work Building, 115 Mare Street, London, E8 4RU Tel: 0203 794 8555 Fax: 0203 794 8554 Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk
Page 20
If it wasn’t for the temperature dropping, and the leaves beginning to brown, you’d be forgiven for thinking it can’t possibly be October yet. This year has flown by and, for many of us, it has been a blur - full of battling constant change and overcoming a variety challenges. As we head into the winter months it’s predicted that COVID cases will continue to rise and, as a result, further restrictions and limitations will again be placed on our lives. But, as our working lives evolve to a fit in with this new way of living, so does the office products industry. With this in mind our BIG ASK this month focuses on effective leadership in a crisis and discusses the qualities needed to guide your team through a difficult time. We look into the future as we cover the Future Focus online conference and learn why many believe the busines supplies industry will come out of these unprecedented times even stronger. For our DEALER SUCCESS story, we speak to Paperstone’s Jim Brown, Sarah Mewett and John Phillips. We first spoke to them back in March, before lockdown, and we’ve caught up with them again to see how they have found business since then. There’s an ongoing debate about the benefits of owning print equipment vs MPS; we explore which is the best option for dealers. Liz Hale, of EVO Group, tells us about Leaders of the Future - and why the OP industry is the Marmite of industries! We then discuss how to up your CSR game, keep your data safe and make sure you’re focusing on ergonomics. To round this issue off our LIVE IT section offers a well-earned break, the good Father looks back to the golden era of stationery reps and Steve Bilton, MD at FusionPlus Data, provides our FINAL WORD, explaining why we should use the adversity we have all faced this year to create opportunities, moving forward. It is a packed issue which will, hopefully, help you to continue to overcome and thrive in this current climate. As always, don’t forget to chat to us on Twitter and let us know your thoughts and opinions: @dealersupport.
good knowledge of product and industry the same without him driving that area,
him back.” John says that the pace of dec
growth, within many other OP dealers is
to Paperstone to regain the kind of profe thrives on.
Join BOSS and the business supplies industry on the 26.11.20 for a night of virtual celebrations.
Recognise the individuals and teams in your business who have gone above and beyond this year.
Host your team at a private ‘virtual table’ exclusively for you.
Connect with those you haven’t had a chance to meet before.
Network one to one via private video message.
Raise a toast to the industry. Come Together. Network. Connect. View all categories at www.bossawards.co.uk Deadline for entries: 23.10.2020
Thank you to our sponsors and supporters: C R E AT I V E D I G I TA L I N D U ST R I E S
OCTOBER 2020
Contents INDUSTRY 08 NEWS AND VIEWS
The latest news and views from the industry
12 EFFECTIVE LEADERSHIP IN A CRISIS
The qualities of successful leadership in the current climate
15 THE MARMITE OF INDUSTRIES
Liz Hale of EVO Group tells us about what drew her to join Leaders of the Future
16 FUTURE PERFECT?
26
The Future Focus online conference finds many reasons to be cheerful
DEALER SUCCESS 20 BEST JUDGEMENT FOR BUSINESS
Paperstone – then and now. Pre and post-COVID reflections on successful dealership
LEADERSHIP 26 OWNING PRINT EQUIPMENT VS. MPS
32
Is MPS always the right option for dealers - or are fleets a better bet?
SALES SUCCESS 28 UPPING YOUR CSR GAME
How can dealers up their CSR game – and how can industry accreditation help?
32 PLAY IT SAFE
Security on multiple sites – how do you make sure levels are maintained?
36 COMFORT IN WORK
Wellbeing - productive workforce – ergonomics...a powerful mix
40 LIVE IT
36
Take a break and enjoy some lighthearted fun
42 FATHER P. CLIP
The good Father looks back, wistfully, on a time when stationery reps were the rock stars of the industry – and wonders what became of them all
43 FINAL WORD
“30 years in this industry has taught me many things, but none more so than what a bloody resilient bunch we can all be when push comes to shove”
43
Steve Bilton MD of FusionPlus Data explains why adversity creates opportunity
INDUSTRY
T H E M O N T H T H AT W A S
THE MONTH THAT WAS The BOSS Future Focus conference The BOSS Future Focus conference – held virtually on 16th
The panel discussed key questions such as:
September in conjunction with the BPIF and VMC to address
Q: What will the winners and losers in the BS industry look
the post COVID-19 environment – was more than a virtual
like, post-COVID?
success. With a range of topics to choose from, and the ability
A: Move online, be able to handle more small picks and have
to Zoom in and out of the conference as delegates’ needs
the ability to deliver to homes as well as to offices.
dictated, this was one of the most flexible and wide-ranging
Q: How can salespeople create added value if they cannot
events that the Federation has held.
meet customers face-to-face?
A day of wide-ranging input, from an array excellent
A: Have COVID–secure meetings, understand customers’
speakers, was kicked off by Jonathan Geldart, the director of
business strategies by speaking less with the transactional
the Institute of Directors, who used his personal experience
contact and more with the strategic contact within their
of walking to the North Pole to both challenge and assure his
organisations.
audience. “Is it true that the world is never going to be the
In the afternoon the second panel session, entitled
same again?” he asked, pointing out that the lessons learned
“COVID-19 and Its global impact on business supplies”, was
from the Spanish ‘Flu of a century ago was that such events
chaired by Steve Hilleard (OPI) and featured an impressive
accelerate existing trends, rather than create new ones.
cast of international speakers: Brad O’Brien (Office Choice),
Explaining that, “people are at their best when their backs are
Beth Wright (Fellowes) and Kenneth Borup (Lomax). The
to the wall”, Geldart noted that the response that was needed
panel’s extensive discussion showed that the impact and
right now from UK business leaders was:
effects of the pandemic on the OP industries in other
• Leadership: a clarity of purpose and direction.
countries had not been dissimilar to our own.
• Communication: we must communicate with, listen to and understand our teams.
Wright and others explained what actions their businesses are taking - make decisions quickly, improve communication,
• Responsibility: we must take responsibility for our actions.
look after the safety of staff, shift further to digital and the
• Agility: what we have always done may not be what we
mass market, become a viable supplier of PPE. Looking
need to do in the future, so we must have the ability
further ahead, the panellists believed that the ‘new normal’
to respond to change by doing things that we had not
would be a hybrid of home and office-based working and
previously thought we could do.
that sustainability would, eventually, return to the top of the business agenda, with dealers possibly providing a collection
During the day there were also two panel sessions aimed specifically at the business supplies industry: “The future of
service for single use items such as face masks. Amy Hutchinson, BOSS CEO, commented, “With physical
the UK business supplies industry” was led by BOSS chairman
events not possible we were delighted to welcome just under
Simon Drakeford, and featured Steve Haworth (EVO Group),
400 delegates to our first virtual Future Focus Conference.
Darren Lloyd (United), Richard Coulson (Complete Business
It was encouraging that so many took advantage of the
Supplies), Alex Tatham (Westcoast) and Anna Chalmers (HP).
networking facilities available, making new connections as a result of attending.”
[08] OCTOBER 2020
www.dealersupport.co.uk
T H E M O N T H T H AT W A S
INDUSTRY
Integra releases 2021 Initiative catalogue programme A comprehensive marketing support programme is also available incorporating email, web and social media content, designed to help members grow their own brand sales and achieve impressive profit margins. To further help promote the range, members receive a free-ofcharge Initiative insert within their VOW Wholesale catalogues. With fewer own brands in the industry, Initiative provides Integra members with an important point of differentiation. Additional pricing support and promotions are planned
Antalis: replacing plastic packaging
for 2021, together with continued
An innovative business card box designed by Antalis is helping Commercial
challenging year. With multiple sources,
Foundation to reach its goal of no plastic.
including Antalis and VOW together
Business cards are just one of the digital and wide format print and
benchmarking, so members can offer their customers a competitively priced, high quality range. A price freeze has also been in place throughout 2020 to further support dealers in what has been an incredibly
with Integra’s EOS partner, and direct
promotional merchandise offerings from WE DO. Print whose workers are young
availability from suppliers, Initiative is also
people attending the #NoLimits course run by Commercial Foundation. This
easily accessible.
social enterprise was established in 2015 and supports disadvantaged young people to develop practical skills to help them find a job or future career. Commercial Foundation were packing their orders for business cards into
“The Initiative brand has provided members with a consistently high quality range for over 22 years now,” Aidan
standard, 70 mm-high plastic business card boxes, which were then packed in a
McDonough, Integra’s CEO, commented.
bubble-lined mailing bag for posting. As well as not being very environmentally
“Despite the decline in demand for
friendly, the packages were also too big to fit through letterboxes.
general office products, it has managed
A drive to reduce its use of plastics prompted the Commercial Foundation to seek a more user and environmentally-friendly alternative. After taking the time to understand the complete process around WE DO. Print’s business card service, Antalis Smart Packaging Centre came up with workable solution. Using the information provided, Antalis’s packaging technologists put forward
to hold its own as an office essentials range, and continues to provide our members with a unique proposition. “Through continual benchmarking, the brand is consistently competitive and this, alongside additional pricing support,
three options: a box and lid design and two variations based on the 0427 pizza
gives members the best possible
box structure. The team also advised on the possibilities of printing the box to
opportunity to be profitable.”
enhance the customer experience.
www.dealersupport.co.uk OCTOBER 2020 [09]
INDUSTRY
T H E M O N T H T H AT W A S
Prima earns designation as a Great Place to WorkCertified™
COVID-19 – Job Support Scheme update On 24 September 2020 the government announced the introduction of a new Job Support Scheme (JSS), which will be available to eligible employers from 1 November 2020. On 25 September the BOSS Federation employment law team put together a skeleton communication based on what they knew to date about the JSS for all their members. They expect further guidance on the mechanics of the JSS to be published shortly,
Using validated employee feedback, gathered using Great Place to Work’s
and will update members when this is available.
rigorous, data-driven for all methodology, certification confirms that at least
Until then, they have set down their guidance
65% of employees have a consistently positive experience at Prima. Great
focusing on whether the JSS can, or will, assist
Place to Work® is the global authority on workplace culture, employee
any of their member businesses to save jobs
experience and the leadership behaviours proven to deliver market-leading
once the CJRS comes to an end on 31 October
revenue and increased innovation.
2020.
“We are absolutely delighted to be Great Place to Work-Certified™,”
To view this guidance please visit the BOSS
says Ian Buckley, MD. “It has always been important to our business to make
Coronavirus hub to download the BOSS JSS
employee experience a priority every day, building an amazing workplace
guidance document (please note that to access
culture, and future, together with our colleagues.
this information you’ll need to be a member).
“We are extremely proud that our team have a consistently positive experience with their co-workers and leaders, and find personal satisfaction
For more information on how to become a
in their jobs. We strongly believe that having a happy, positive working
member go to: www.bossfederation.com/
environment helps Prima to provide the best level of service that we can for
become-a-member/boss-membership
our customers.” “We congratulate Prima, on achieving their certification,” said Benedict Gautrey, MD of Great Place to Work® UK. “Organisations which put the employee experience at the heart of their business gain their employees’ trust and, in turn, are truly able to build a great workplace culture that delivers outstanding business results.” Great Place to Work® is the global authority on workplace culture. Since 1992, they have surveyed more than 100 million employees around the world, and have used those deep insights to define what element makes a great workplace. Great Place to Work® UK helps organisations quantify their culture and produce better business results by creating a high-trust work experience for all employees. Their unparalleled benchmark data is used to recognise Great Place to Work-Certified™organisations, as well as the acclaimed UK’s Best Workplaces™, UK’s Best Workplaces™ for Women and UK’s Best Workplaces™ in Tech lists. Everything they do is driven by the mission to build a better world by helping every organisation become a truly great place to work.
[10] OCTOBER 2020
www.dealersupport.co.uk
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INDUSTRY
BIG ASK
EFFECTIVE LEADERSHIP IN A CRISIS In this month’s Big Ask we review what qualities are needed for successful leadership in the current climate, and look for grounded insights, clear thinking and plausible suggestions for dealers to keep their business successful through the next six months
Emma Davies-Carolan, European
between a number of locations. We’d always suggest finding
director of marketing at ECI
an ecommerce partner you can work with to take some of
Never before have we been so reliant
that pressure off, and enable your business to become more
on online systems and ecommerce
adaptable.
to help keep the economy and
An effective customer relationship management (CRM)
businesses afloat. While it’s certainly
tool can also help businesses better respond to customer
been a challenge, the ability to
demand, creating increased satisfaction and loyalty by
evolve and adapt to sudden changes
helping you better manage leads in your sales pipeline and
in customer demand has been key
effectively monitor sales and margin opportunities.
throughout the COVID-19 pandemic.
Often, the implementation of a CRM system will motivate
At ECI we encourage our customers to keep a close
sales teams, as they can efficiently prioritise initiatives
eye on market trends; in order to maintain the competitive
and create meaningful plans to help them reach their
advantage, retain existing customers and attract new ones,
goals - perhaps leading to a monetary bonus or reward. As
it’s important you can quickly react to difficult situations or
businesses redefine sales targets and KPIs, in the wake of the
product shortages.
pandemic, we believe CRM systems will play an important
For example, in the early days of the pandemic, we witnessed a huge surge in the number of businesses looking for cleaning and PPE products. This then shifted to home
role in helping dealers motivate their sales teams and drive growth. For those returning from furlough, a return to work might
working equipment and, as people slowly begin to return to
be daunting. It’s important that business leaders take this into
offices, demand continues to change. In order to capitalise
account, and look to empower their teams and allow them
on this, dealers must keep their website up-to-date, quickly
time to re-familiarise themselves with their roles. By giving
altering pricing and marking certain product lines as ‘out of
staff access to important data, they’ll be better equipped to
stock’ to avoid disappointment.
serve your customers and often, with the full picture available,
Of course, it’s hard to be flexible when you have a limited number of people and resources, or your team is split
[12] OCTOBER 2020
www.dealersupport.co.uk
sales teams can upsell or cross-sell certain product lines - all helping to drive growth.
BIG ASK
INDUSTRY
Phil Jones MBE, MD at Brother UK
in uncertain times like these, clear direction is needed. The risk
I suspect that most of today’s leaders
of failing to communicate effectively is that your people panic
have rarely been more tested at any
and begin to worry – which risks triggering their emotional
stage of their careers than they are
response mechanisms, rather than their rational ones.
being right now - and there will be
Whether you have monthly company get-togethers, daily
many more challenges on the horizon.
calls or weekly email updates, make sure anything you’ve
Their focus should be on re-shaping
diarised on a regular basis happens on time, every time. Your
and future-proofing their businesses,
people will know these communications are coming, and will
and there are five key routes to
look forward to them as a stabilising event – as long as each
consider: re-organise (business
serves a distinct, well-understood, purpose. That purpose
model/cost structure), enhance (do what you did before,
could be socialising to help maintain a sense of community
but better), pivot (re-invent), create (start something new) or
while social distancing measures and home working are still in
capitalise (grow exponentially from what is).
place, or it could be providing practical, operational or financial
Successful companies are agile ones, with leaders who aren’t afraid of change. To manage change effectively, there
information. Whenever you communicate – even when you’re sharing
needs to be good decision-making ability at leadership level,
practical updates – try to be clear, concise, useful and human.
supported by strong relationships with colleagues across the
Let empathy be your guide; avoid managerial speak, and keep
business to ensure everyone’s pulling in the same direction.
it real. And don’t forget to look after your people as individuals,
We make decisions directed by the acronym, ‘CALM’ which stands for Communication, Action-Orientation, LevelHeadedness and Mindfulness. The key to remaining calm – in
as well as looking after the business – it’s about being honest and compassionate at all times. The more time you put into getting your comms right, the
both senses of the word – is effective delegation. Delegation
happier your people will be. In our experience, discretionary
doesn’t come naturally to everyone, and when the going
effort from your people can appear in the middle of a crisis –
gets tough, it’s tempting to keep every task as close to you
just when you need it most.
as possible. But that’s not feasible in the long run, and it’s
By now, most businesses will already have adapted to
unsustainable in a prolonged crisis - it’s likely to end up doing
the new reality; adapting business models and operations to
more harm than good.
address health and safety needs, implementing processes
The key to best practice delegation is ‘specificity’. If you
to secure and strengthen logistics and supply chains from
clearly define the boundaries you expect people to operate
shocks, and adjusting to more nimble decision-making amid
within, and provide a tight brief for what you’d like them to
uncertainty.
deliver, they can be empowered to work out how to achieve
These are some of our insights from navigating a pulp and
the outcome you’re looking for. Whether you’re briefing people
paper business through a crisis which we would like to share
on work, or simply keeping them in the loop on developments,
with you, and which may be useful in the coming months.
www.dealersupport.co.uk OCTOBER 2020 [13]
INDUSTRY
BIG ASK
Dr Liz Wilks, European director
If sustainability is already part of your strategy there is no
of sustainability at Asia Pulp and
reason not to continue this, as we are seeing that consumers
Paper (APP)
are more ready than ever for these products and services.
We now know that consumer
If you haven’t embarked on this journey already, now is the
behaviour can be predicted based
time!
on behaviours in radically different
You can also often prevent a crisis from occurring by being
markets. The run on toilet paper rolls
aware, and having a plan of action in place, in case something
was first seen in China and Hong
does go awry. Sit down with your team, talk about potential
Kong, as fearful consumers rushed
obstacles, and map out a crisis plan in advance. Revisit it
to hoard daily essentials. This same behaviour then emerged in other cities around the world over the weeks and, in some places, continues today.
regularly for modifications and additions. Furthermore, embracing continuing education as a leader is critical. Remember that improving yourself improves your
Ensuring that you have a diverse product range which
team and the company as a whole. Maybe it’s a software class,
has, and will, include hygiene products, among other things,
or a workshop series on stress management. Lifelong learning
is a way to help ride the storm - as is storing some products
doesn’t just help improve the business, but also improves
more than others, and not relying on lean deliveries in case of
you by keeping you sharp and up-to-date on the latest best
supply chain delays.
practice. As a visiting professor this is something I’m seeing
Crises are, inevitably, also opportunities. As a producer
a lot; however, I also recently took a coaching course to
of essential products, our operations were not disrupted as
understand better what makes me tick and certainly, during
much as other industries were; however, many of the other
lockdown, have begun reading a lot more.
functions within our business had to adapt. Sustainability is
Some crises involve fast and long action. Adrenaline from
an integral part of our business and we need to continue this
discovering the crisis can give you a lot of energy, and clarity,
work, even amid local restrictions on travel. Our sustainability
to start dismantling it right away - but the biggest crises can
team has had to explore alternative means for conducting
take time. Leaders know when to pause for both themselves
ground verifications, using remote monitoring technologies
and their teams.
or working through emplaced teams. Some of these advances
The journey we are all on is not an overnight one and,
were already planned as part of a broader modernisation
sometimes, it is ‘the journey that teaches you a lot about your
effort, but the pandemic presented an opportunity to fast
destination’ – Drake. So, hopefully, some of these insights
track some of these initiatives.
from our own experience will help you along the way.
[14] OCTOBER 2020
www.dealersupport.co.uk
LEADERS OF THE FUTURE
LEADERSHIP
The Marmite of industries We spoke to Liz Hale, group head of data for EVO Group, about her career and what drew her to join the committee DESCRIBE YOUR CURRENT ROLE
I find it very rewarding to see how we can
Steve Haworth to attend. I found the day
AND WHAT LED YOU INTO IT.
alter a process and update the way we do
exciting, and was very interested to meet
My current role for the company is group
something to bring in a more fluid way of
new people, listen to inspirational speakers
head of data for EVO; this encompasses all
working. Having been in the industry for
and learn from the views of people who had
data and content that is collated, maintained,
over 20 years, I have seen so many changes
been in the industry for different lengths of
validated and shared with VOW, Banner and
and so many mergers and acquisitions occur
time. I then decided that I would offer to get
subsequent unique websites. My department
within our group. This industry, as much as
involved directly with the group because,
is a group function and we are here to make
it is such a long-standing one, if you look at
although I have been in the industry for
sure all data from suppliers is correct and fed
it properly, it’s certainly not standing still! I
a while, I feel I am in the middle ground
effectively downstream; other areas of the
often say this industry is like Marmite – you
between people who have been here just
business can then put their own spin on it,
either love it or hate it.
a few years and those who people may be
dependent upon unique voice. I have a fabulous team who work
nervous to approach because of their status WHAT HAS BEEN THE HIGHLIGHT
within a company
tirelessly to deliver this to the groups.
OF YOUR PROFESSIONAL CAREER
Without my team. and the improvements
SO FAR?
WHAT WOULD BE YOUR BEST PIECE
which we have implemented into the group
I think the highlight of my career is my
OF ADVICE TO SOMEONE WHO
in the last few years, we wouldn’t have
current role. I worked for a great manager,
HAS JUST JOINED THE INDUSTRY?
seen such a pivotal movement in data that
when I got this role, and what I learnt from
Ask questions – always ask questions. I
suppliers, dealers and end-users are now so
10 years working for one boss taught me well
think everyone you meet who has been
passionately commenting on.
when I came to manage such a large, diverse
in the industry for any length of time has
team. What I now get to learn from a very
something to offer and, if you are keen to
WHAT IS IT ABOUT THIS INDUSTRY
different boss has helped shape me into the
learn and know more, then you will go
WHICH FUELS YOU ON A DAY-TO-
person I am today, managing my team.
far. Attitude is everything; you can train anyone up on anything if they have the right
DAY BASIS? Diversity. I love the excitement and
HOW DID YOU GET INVOLVED WITH
attitude.
demands that we are challenged with every
THE LEADERS OF THE FUTURE?
day. As a strong leader in change, I enjoy
I was selected as a leader within our
To see how you or your team can get
being in the detail as I have a great eye
company a long time ago, when Robert
involved with Leaders of the Future,
for inefficiencies and can conceptualise
Baldrey worked for EVO. A few years later
contact Amy Hutchinson on
new solutions to problems as they occur.
this group started, and I was asked again by
amy@bossfederation.co.uk
www.dealersupport.co.uk OCTOBER 2020 [15]
INDUSTRY
FUTURE FOCUS
FUTURE FUTURE PERFECT? PERFECT? The Future Focus online conference featured a seminar that asked industry experts what the UK business supplies sector might look like once the COVID-19 pandemic is over – and found that there is much to be optimistic about he COVID-19 pandemic has had a huge
T
impact on the business supplies industry, as it has on many other sectors in the UK. But what will the sector look like going forward? This is something the seminar, The Future of UK Business Supplies Post
COVID-19, held virtually on September 16 as part of the ‘Future Focus’ conference, looked to get a handle on with a panel of industry experts. The first question, asked by the panel’s chair, Simon Drakeford, CEO of EO Group, got straight to the heart of the matter; what will the business supplies industry look like post COVID-19? Alex Tatham, managing director of Westcoast Ltd, said that the COVID crisis is accelerating change, as opposed to creating it. “As we move [forward] vast quantities of products are now going to be sold online,” he said. “That was happening anyway, but you are going to see that happening across the IT and supplies channels too, I believe. “Having an online offering, and an ability to deliver that online offering, is going to be a really important factor. Of course, as business supplies resellers you are going to be delivering to offices - but you are going to be delivering less to offices, and more to homes, so you are going to rely on distribution to do more of that for you. You are going to see more warehousing and more focus on dark retailers to ensure that, effectively, that’s where all the sales are going to be made - and they are going to be delivered by vast wholesalers on your behalf as you move more online.”
[16] OCTOBER 2020
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FUTURE FOCUS
Steve Haworth, CEO of EVO Group, agreed. “We have
INDUSTRY
FACE-TO-FACE CONTACT
seen some clear trends – a trend to direct delivery is clear
The conversation then moved onto what the future of the
to see; it was there before the pandemic hit and has been
person-to-person sales model could be. Coulson noted that his
accelerated.”
business has had to create a temporary sales operation which
He saw the pandemic as a catalyst. “[There will be] an even
involves not being in the field. “If customers want to see us we
faster move to small pick, lower average order values and some
are available to go out, but there is a lot of rigmarole around
level of fragmentation,” he said. “But I don’t see only see a
COVID-friendly meetings - such as health and safety forms.”
move to online; the concept of online being the most efficient
Haworth agreed, adding that any significant sales will
way to transact has been the case for a long time. We have also
still require some face-to-face, physical input at some stage.
seen a robust presence from local value-added resellers and
“I think there will be more face-to-face contact, but it will be
local purchasing. The emotional connection to people’s locality
digital, rather than an analogue ‘phone call,” he said. “We
has seen a much more robust performance from value added
need to move away from the face-to-face transactional, ‘Come
resellers than we would have imagined.
and have a coffee; what are your issues?’ and go towards
“The ability to win business, look after business and
solution-based selling. Understand what people’s real needs
support business through relationships and community is
are, rather than just being transactional. It is becoming more
bigger now than it has been for a number of years.”
remote.”
Richard Coulson, chief executive of Complete Office
This new working environment also presents problems
Solutions, added that lockdown has accelerated the take-up
for those trying to win new business, with Lloyd noting that it
of digital by probably by five-to-10 years. “But I believe we
can be difficult to convey messages to new clients via Zoom
are in a temporary world – people are still working on dining
or other video conferencing software. He added that some
room tables – and I think we will stay in that state for another
companies also have a lack of digital sales tools, and these
six months. But we know there is going to be a surge to home
need to be developed quickly in order to compete. “All the
users, and we are going to have to re-engineer our models to
traditional and in-built sales skills are lost in this environment
deliver to people’s houses. Probably, order value will drop - but
so we have to enhance how we project ourselves, and how we
as long as your operations are agile enough to deal with them
convey our messages digitally.”
then I believe everyone can survive. “We have to change what we sell to our customer base.
WHAT WINNERS NEED
The opportunity for diversification is vast. If you have the right
Finally, the conversation turned to what attributes organisations
model and ability to get goods and services to customers,
that are going to emerge from the other side of the pandemic
there is no reason for you to let this [pandemic] finish you.”
will need – and why others are failing.
Darren Lloyd, CEO of United Managed Office Services also
“One of the big drives for us is data analytics,” Anna
believes there are opportunities ahead, including for a regional
Chalmers, supplies and transactional print channel sales
“resale renaissance.”
director at HP Ins, said.” “We are really pushing that side as
“You are going to have to think of which clients you are
part of some of our new programmes launching to the reseller
going to go after, the opportunity for value added and to build
base. It is about collaboration and using the data analytics – we
relationships with those customers. Those value added might
have a wealth of information between reseller, distributor and
be different for each reseller regionally, or depending on the
vendor. How we use that to help is going to be critical in the
skill sets they have, or if they find a niche or an opportunity they
future.”
can expand upon.” Agility and the ability to adapt was mentioned by Lloyd,
Meanwhile, Haworth summed up the situation succinctly. “Businesses which have thrived through this period have
among others – and the importance of differentiating your
looked outward of their business, seen the opportunity in what
business from the competition, such as how they are going to
was happening, and pivoted based on where their existing
add value, or what they will do to tie a client in for 10-20 years.
points of strengths were and carried on,” he said. “The losers
It was also noted that it is important to differentiate a business
were the people who stuck their heads in the sand, shut the
from the ecommerce or online courier sectors too.
door and hoped it would go away.”
www.dealersupport.co.uk OCTOBER 2020 [17]
INDUSTRY
FUJITSU
DIGITISE TO MAXIMISE EFFICIENCY IN HR From multinationals to sole traders, there’s a HR function in every business - but people with HR responsibility are often time-poor multitaskers looking to improve productivity and save their business money
T
hose working in HR want to make admin
paper-based data also takes too much time as manually
easier, quicker, and more efficient. With
monitoring diversity, pay transparency and benchmarking for
the rise in homeworking, the digitisation
compliance is difficult. Further to this, managing version control
and management of information has
and keeping employees updated across multiple locations is
never been so important. HR is moving
difficult which leads to 74% of employees feeling disconnected.
towards digital transformation and scanning is the critical first step.
BENEFITS OF A DIGITAL HR FUNCTION More accessible data will strengthen employee engagement
CHALLENGES FACED BY NON-DIGITISED HR FUNCTIONS
and regulatory compliance. Digitising HR makes employee
There are many challenges which occur when HR is non-
data and records accessible from anywhere with user access
digitised. Processing information through admin-heavy,
rights. It increases security and compliance by making it
paper-based systems leads to inefficient record keeping.
easier to secure digital files and set automatic data-retention
As well as this, centrally-stored files inhibit remote access
rules for GDPR compliance, which is an imperative for all
and can be a security risk. Storage and access limitations
businesses. Workflow efficiency will also improve as it will make
also makes data-handling laborious, expensive and prone
data storage and processing more efficient with fewer errors.
to human error. This has a great impact on efficiency as 21%
Engaging with employees therefore becomes a simple task
of an organisation’s productivity is lost due to information
needing less admin time and employees are better informed.
management inefficiencies, this is because 71% of HR managers struggle to access data or analytics. Processing information manually is also very time-
A MORE INTELLIGENT WAY OF WORKING Scanning technology has a big role to play in creating the
consuming. In fact, 120 days every year are spent on admin by
digital HR function as 54% of companies see scanning and
SMEs. This is because handling and storing employee paper-
image capture as the first step of the digital transformation
based data is complex and takes time to navigate. Analysing
journey. A reduction of paper processes is a way to make HR workflows leaner, reduce storage space and free employees from tedious tasks. Central electronic storage of employee data, CVs, training and certification and so on makes it easier to access, easier to secure and easier to ensure compliance. This in turn helps to lower costs and create a more productive work force. It also opens the doors for new ways of thinking and future proofing the business.
[18] OCTOBER 2020
www.dealersupport.co.uk
FUJITSU
FUJITSU SCANNERS
INDUSTRY
CUSTOMER PURCHASING CONSIDERATIONS When customers are considering an upgrade to a dedicated scanner they should evaluate: • Capacity – what scanning throughput is required?
THE RIGHT CHOICE FOR HR
• Integration – how well will it integrate with existing hardware, applications and processes? • Software – what will the scanner be used for and are there any complimentary HR applications which would be required? • Size – where will it be located and are there any size constraints or mobility requirements? • Costs – what is the overall budget and the most costeffective solution for the purpose? • Reliability – how reliable is the solution? Upgrades and maintenance – what are the ongoing costs and servicing plans? FUJITSU SP-1130N
HOW FUJITSU MEETS CUSTOMER HR NEEDS
THE IDEAL CUSTOMER
Fujitsu scanning technology gives you an opportunity to
A dedicated scanning solution can help all industry sectors
help customers that are striving to adopt new HR working
and company sizes, but the ideal businesses to target will
practices to achieve workflow efficiencies, accessibility,
have at least some of the following characteristics:
security and compliance. Dependable, high quality scanning
• A small HR function or HR being taken care of by
makes capturing paper-based HR data effortless. Digitising
individuals with other responsibilities too.
HR processes and streamlining workflows will also deliver
• HR processes are predominantly paper based.
efficiencies and cost savings as less time spent on admin
• Keen to move towards digitisation but not sure where to
means more time to focus on core activities.
start. • Worried about GDPR compliance.
ACTION PLAN FOR YOUR SUCCESS
• Lack a dedicated scanner capable of high throughput.
1. Understand the proposition to HR 2. Identify opportunities in your base
CUSTOMER TRIGGERS / OPPORTUNITIES TO SELL
3. Target opportunities via email and phone
Look out for businesses that:
4. Arrange a webinar/ virtual event
• Have a lot of HR activity, such as hiring new staff,
5. Follow up opportunities.
managing furlough arrangements or running training programs. • Have a growing number of staff working from home who require remote access to HR files. • Are downsizing office space and need to cut down on physical storage. • Are worried about GDPR compliance and penalties. • Need to upgrade/replace their multifunction printer/ scanner. • Are interested in digitisation but have a limited budget and see scanning as a good first step.
Access Fujitsu’s FREE Imaging Channel Program for a wealth of sales enablement tools around the scan opportunity View webinars, download crib sheets and utilise toolkits at www.imaging-channel-program.com
www.dealersupport.co.uk OCTOBER 2020 [19]
DEALER SUCCESS
PA P E R S T O N E
BEST JUDGEMENT FOR BUSINESS
[20] OCTOBER 2020
www.dealersupport.co.uk
PA P E R S T O N E
DEALER SUCCESS
Way back in March Paperstone’s JIM BROWN, SARAH MEWETT and JOHN PHILLIPS told NELL WALKER all about the company’s history, its passion for staff autonomy, the importance of being honest with customers. Read what they told us then – and find out how they fared over the last few strange months
P
aperstone is an online-only dealer
Another key cog in the Paperstone team is Sarah
with an interesting history and a
Mewett, head of marketing, who’s helped shape the image of
unique ethos. Launched nearly
the business and spread the word about its innovative way
16 years ago, as a reseller of EOS
of operating. While she had no prior experience in office
products alone, forward-thinking
products she’s brimming with experience in marketing, and
CEO and co-owner, Jim Brown, didn’t
this has allowed her to shape and refine what the business
expect his customers to start asking for traditional office
already has, and develop it into what it could be.
products – but they did! Despite plans to be a major cartridge
“I found there were so many great things going on, from
supplier, people soon began requesting paper, then stationery
the brand’s point-of-view, which hadn’t been clearly defined,
and, soon, Paperstone had to find itself a wholesaler.
and people weren’t totally aligned with the values of the
But it’s not as if Jim and his business partner hadn’t
company,” Sarah explains. “I wanted to solidify what made
researched what people wanted in the first place. “We started
Paperstone different from everybody else, so we started
Paperstone in my friend’s flat, and we did a lot of market
e-mail marketing, supporting the sales team in how they
research about what people wanted – and what they wanted
communicate – anything which, for a brand where people
was cheap toner cartridges,” says Jim. “So we found some
are predominantly finding us online, would humanise the
suppliers, launched a business – without a catalogue or a
brand.”
website – and used the flat’s landline as a ‘phone number - customers would ring up and have my friend’s hungover
THE JOURNEY
flatmates answering sometimes! But we kept growing, got a
Paperstone has enjoyed extraordinary levels of growth and
catalogue and a website up-and-running, and it was onwards
development over the years – and so much of this is down to
and upwards from there. The customers were asking for
the people behind-the-scenes. “I would say that Paperstone
stationery, so that’s what we gravitated towards, and we
is driven a lot by Jim’s personality, drive and human
became an OP business.”
connection,” says Sarah. “Over time, people have joined the
John Philips, sales manager, joined Jim and his co-
business and become ‘Paperstone people’. We’re a group that
founder, Max, two years in. By that point, Paperstone already
solves problems; we’re a team – there’s a real sense of support
had a decent-sized office in the west end of London. John
and family.”
had been in office products since 1997. “Except for one year
For Jim, it helps that the company’s humble beginnings
when I exited the industry, thinking there was more to life
remain an important aspect of the team. “We started as a
than stationery – I was wrong!” he says. “So I joined Jim in
small business and, in many ways, we’ve stayed that way.
2006, left again to do some project work for a traditional
We’re quick and agile - and aren’t driven by money or ego.
dealer in Essex, and then re-joined Paperstone.”
We just want to do a nice job for customers, even if that
“We dragged him back, kicking and screaming,” says Jim. “We struggled without him because John’s got such a
means sometimes making decisions that aren’t the most sensible, commercially, in order to keep them for longer.”
good knowledge of product and industry; it wasn’t quite the same without him driving that area, so we poached
TEAM AUTONOMY
him back.” John says that the pace of decision-making, and
Another important aspect of the business is simply allowing
growth, within many other OP dealers is slow; he returned
the various members of the Paperstone team to make
to Paperstone to regain the kind of professional energy he
decisions for themselves – not just follow orders. “When we
thrives on.
were writing our brand values we did some research on
www.dealersupport.co.uk OCTOBER 2020 [21]
other companies that inspired us; one of the values we adopted was for staff to use their best judgement,” says John. “We want them to be able to make a decision and stick by it - meaning that if we ask them why, they can explain themselves. Either it works out, or it doesn’t, but it allows them autonomy either way.” This ethos inevitably leads to happier staff - which creates happier customers. It can be challenging for an online dealer to ensure it still maintains a positive ongoing relationship with customers but, ultimately, everything Paperstone does is to impress – whether that be impressing customers or staff. The business is still based around service, and the customer still comes first. “If we don’t put the customer first, we’re just a
KILLS
99.99% OF BACTERIA
website and a FedEx driver – nothing else,” says Jim. “We’re not just another faceless internet company – although, of course, there are some customers who come to us because they don’t want their supplier talking to, or checking up on, them! But we still ring our customers and make sure their orders are correct and that they’re happy, because that’s how we hold onto them. We’re open and honest – part of our training is, ‘Don’t lie to the customers’!” THE BENEFITS OF ONLINE There are major benefits to having been an online dealer from the start, most notably that it gave Paperstone a foot in the door earlier than most resellers and it also allows for additional flexibility and agility. Paperstone has an in-house tech team that can support customers immediately with any problems they might be having with the website – helped further by the fact that the business is independent, so nobody has to jump through hoops to make changes. Paperstone is also stockless, so it never has to try to get rid of stock that nobody wants. The company is able to react to customer wants and needs very quickly, enabling it to get involved in
AVAILABLE NOW
some of the more unusual product segments, which have proven lucrative. “Originally, when we launched, we were a bit niche,” says Jim. “Because we grew out of the internet, the big stationery companies were already covering the mass market and we were there to pick up
www.scjp.com
lots of sales in the weird and wonderful segments. “Over time we grew stronger at the general
offering, but we can still fill the gaps in-between as well. Surprisingly, our more recent growth areas have been in core office supplies products – like desktop filing and paper – which goes against the market, and is ironic for a business that started off the way we did.” It helps that Paperstone caters to a huge range of verticals and sectors, and recognises the patterns and demographics within them. The business keeps getting smarter, and more and more customers respond to that – Paperstone has between 50 and 100 new businesses
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buy from it every day, whilst also still catering to customers who have been with it since 2004. So, with a seemingly perfect formula already in place, what does the future hold for Paperstone? “We don’t plan too far in advance,” says Jim. “We don’t plan a whole year – more like two quarters. We do what we want, when we want, and we’re looking at what challenges we face right now. We storyboard it all, map it out, and leave gaps in our schedule for inevitable changes. But, really, our future holds more of the same – we know how to grow, we have what we need, and we have a great system. “We’ll keep doing what works well, and pushing forward.” THAT WAS THEN, AND THIS IS NOW...HOW
* Organisms tested: Influenza
HAVE THINGS BEEN FOR PAPERSTONE?
H1N1 virus & Murine Norovirus
Has the flexibility of being an online-only dealer
(EN14476). Use biocides safely. Always read the label and product information before use.
helped since COVID hit? Being online has been very fortunate for us during the current crisis. More and more people started shopping online - and we were in a fantastic position to service their requirements. We saw a staggering 100% uplift in new customer sales during the first six weeks of lockdown. We were glad to be able to help as they were very scary times for everyone, but we were also fortunate to be very profitable as well - we even had customers doing a weekly food shop with us for a while! How has business changed? A few things have changed as a direct result of COVID. We already had a ‘phone and computer system that allowed the team to work normally from anywhere - we just hadn’t tested it with the entire company working remotely! Fortunately, it held
AVAILABLE NOW
DEALER SUCCESS
PA P E R S T O N E
perfectly, and productivity was great, so now you are no
What are the latest products categories - have you any
longer required to come into the office – ever!
predictions for the near future?
Most people have returned, as they prefer the team
Nothing that isn’t obvious! Hand towels and hand sanitiser,
environment, but around 25% haven’t come back to the office
of course! For office-based workers more individual products
at all. This hasn’t caused any issues so far and, hopefully, we
- like having your own label printer, which would never have
can continue as we are indefinitely.
happened before. In the kitchen it’s now sachets of coffee and
Sales have been adversely affected; our current daily
sugar, and no tins. For home workers its office chairs and
run rate is 25% down from January. This is due to the drop
desks, coupled with your traditional OP items, just in smaller
in demand and the fact that remote workers, generally,
pack sizes.
consume less OP - although we have plans in place to help better serve home users, so watch this space!
Are there any key lessons you could share? Manage your cash and your costs. We watched cash very closely as we didn’t know when we would be paid - if at all - by our customers. Luckily, our worst predictions haven’t materialised and we’ve had minimal bad debt (less than £4k so far). We were also fortunate to have made a strategic change in September last year; we reduced our head count by 20% so our cost base, going into this, was already fairly low. That change was driven by the realisation that more people didn’t mean more output for us. We were spending more and more time managing people, and that was getting in the way of progress. We needed to do more with less; fewer people doing jobs so more people could add value. It has worked very well and productively, and staff satisfaction has increased since. Have you made any operational changes to the business? Sadly, despite our best efforts, we still had to make four roles redundant. The changing OP landscape, and uncertain economic outlook, meant we needed to adjust to be ready for whatever COVID and winter 2020 throws at us. We’re still operating the full optional remote working policy, as mentioned above. Perhaps the biggest change has been that, in April, we also changed wholesaler due to the demise of Spicers. Previously 90% of our spend went to Spicers, so switching to VOW was never going to be without challenges. That said VOW, and Kath Briggs in particular, have been brilliant and, despite the challenges, they have been right by our side from day one. Without them, this would have been a very different interview, for which I am very, very grateful!
[24] OCTOBER 2020
www.dealersupport.co.uk
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LEADERSHIP
EQUIPMENT VS. MPS
Owning print equipment vs. MPS
MPS is a growth market for many dealers, as end-users look to their suppliers for increased support. But is this always the right option for them, or should they be holding onto their fleet of machines? We asked the experts
ith dealers
partners to establish how the businesses they
supplies are not readily available. Small to
diversifying,
work with can benefit from the offering,”
medium-sized businesses may not even be
expanding and
says Peter Silcock, business manager for
aware of MPS, or may dismiss it as a solution
growing their
business imaging at Epson UK. “The value
suitable only for large organisations. This is
knowledge all the
of choice and peace of mind that MPS
where resellers can show added value and
time, in order to
can deliver for clients can provide a great
improve customer relationships by providing
better serve their customers, managed
competitive advantage that should not be
consultancy and guiding SME customers
print services (MPS) has become a popular
ignored. Whether large or small, businesses
through the process of adopting MPS.”
market to be part of. Offering managed
are always looking at ways to become more
print allows customers to outsource all
efficient and productive - an MPS can
who are concerned that MPS isn’t for them
their print requirements to one supplier;
help them on this journey by streamlining
because of their size, that it is not just for
they are time poor, as is the dealer, and
everyday processes and freeing-up resources
large organisations. “Resellers should be
they want a one-stop solution. Conversely,
that can be redeployed elsewhere.”
aware of existing solutions on the market
W
some customers don’t want or need a full
It’s important to emphasis, for customers
that are specifically targeted at SMEs,” Peter
MPS offering, and simply require individual
THE ARGUMENT FOR MPS
continues. “These propositions have been
hardware and software products – or, at
Peter believes that a major selling point for
designed for end-users who require printers
least, they think they do. It might simply
dealers to communicate to their customers
that won’t burden their limited office
be that the concept of MPS is intimidating
is that document management and managed
resources, but can still offer the desired MPS
for them.
services go hand-in-hand - and that MPS
benefits, such as better device reliability,
is required for efficient organisation. “For
lower printing costs, improved document
dealers, but it’s not a ‘one-size-fits-all’ service
many companies print is an unmanaged
security and lower environmental impact.”
- it needs to be adapted for the individual
function, yet the potential savings could be
customer. “As the demand for managed
significant – not only in terms of reducing
accountability throughout the process.
print services continues to increase, we are
printing and energy costs, but also time,
“It tracks customer usage through remote
working more closely with our channel
which can, too easily, be wasted when print
monitoring, making it clear where the
MPS is proving a positive thing for
[26] OCTOBER 2020
www.dealersupport.co.uk
Another major benefit of MPS is full
EQUIPMENT VS. MPS
For many companies, print is an unmanaged function bottlenecks and excess capacity lie, finding new ways to make cost savings,” says Nicola
LEADERSHIP
resellers, as they provide an easy learning
specifically for transactional customers
experience on how to incorporate MPS
which aims to reduce costs and cut
into their portfolios and generate an
downtime – benefits normally reserved for
additional, recurring revenue stream for
MPS users.
their businesses,” adds Peter. “Without
“If a company believes that it can save
any previous experience, resellers can
cost on printing by running everything in-
help their customers minimise concerns
house then, of course, it is better to take this
over the running costs and installation of
route,” Peter adds. “Owning the print fleet
their printer fleets which, in turn, helps
can come with a feeling of greater control
strengthen their relationships and future-
over managing and predicting costs. Other
proof their businesses.”
end-users may have the resource to ensure
Other benefits of MPS include cloud
the maintenance of their printers, and might
Williams, senior business manager at
storage, which improves organisation
not feel MPS would provide the same peace
Brother UK.
and and increases security, providing
of mind.
“It connects all devices to one
transparency of sustainability and reducing
“While there are many great MPS
monitoring system to give immediate
carbon footprint without compromising on
products readily available on the market,
access to support and repairs and the
productivity.
the key to success is for resellers to truly
auto-replenishing of supplies. It not only
understand what their customers are looking
saves employee time, but also opens up new
THE ARGUMENT FOR OWNING
for and to propose the best possible solution
economies of scale.” It also allows customers
EQUIPMENT
that will match their needs.”
the opportunity to pay for the amount of
However, this service still isn’t for everybody.
pages they actually print, which can prove
“Buying printers outright is naturally
an MPS service, or owning their own
more cost-effective than investing in a fleet
flexible and can prove a quick fix to solving
equipment, should be judged on a case-by-
of print devices and consumables.
a business’s printer pain points,” Nicola
case basis, which will only be achieved by
explains; Brother has a special service
discussing the topic in-depth with them.
“These solutions are great for
Whether a customer should be using
www.dealersupport.co.uk OCTOBER 2020 [27]
SALES SUCCESS
CSR
UPPING YOUR CSR GAME Corporate social responsibility is more than just a buzz term – it’s incredibly important to consumers and potential staff the world over. So how can dealers up their CSR game – and how can the industry’s available accreditation help?
C
orporate social
and will soon make the difference between
responsibility – or
business failure or success. How? You’d
CSR – is not a new
struggle to find someone not exposed to
keeping them happy is paramount and,
concept. As defined
today’s environmental activism, which is
to do that, you need a good team that
by Principal People,
only gaining momentum.
understands the importance of an ethical
‘Corporate social
“The sense of responsibility felt by
with a history of sustainability.” The customers hold all the cards, so
image – but getting and keeping people on
responsibility is a mechanism for businesses
businesses to modify their products, services
board to implement can also be challenging.
to assess the impact they have on society and
and infrastructure around supporting -
According to research by Perkbox, a tenth
consider putting responsible, ethical policies
rather than impairing - this movement is
of people have considered changing their
in place to support individuals, the local
being increasingly mirrored by a similarly
jobs because of the environmental impact of
community and the environment. Despite
aligned consumer mentality on the (green)
their employer, and 61% of those surveyed
its relatively new name...some businesses
choices they are empowered to make.
said they experience guilt because of the
already had ethical and social aims in place
Consumers are now more aware of the
environmental impact of the industry or job
before CSR became a phenomenon’.
impact of their purchasing choices than ever
they work in.
This means that businesses which don’t
before, so it’s no surprise that a company’s
This sensation has been dubbed ‘green
have a CSR strategy in place are lagging
green policies are rising up the corporate
guilt’. The research also found that 23% of
behind, and this will, without doubt, have
agenda.”
adults say their workplace doesn’t focus on
an impact on how those businesses are seen
Ross Penman, head of global delivery
acting sustainably, and 83% said they act
by both customers and future prospective
management at Y Soft, agrees.“As a result
more sustainably at home than at work.
employees.
of this increased emphasis on sustainability,
Why? Because they don’t feel they have the
individuals hold companies more
autonomy to make better choices in the
credentials is quickly evolving from ‘good
accountable than ever before - not only for
workplace. Fourteen per cent of respondents
PR’ to a huge influence on corporate
their resource consumption but also for their
said it’s hard to make a difference, as their
performance,” says Daniel Quelch, CSR and
contribution to the environment.
company doesn’t ask for feedback, and
“The power of a company’s eco-
sustainability manager at Epson UK – having
“Corporations are expected to improve
33% said they didn’t have the means to be
ethical practices in place is genuinely good
their green credentials and do more to
as environmentally friendly as they would
for business. “The efforts to mitigate an
achieve energy efficiency goals. According
like to be at work. Additionally, only six per
organisation’s environmental impact present
to research, 80% of consumers are more
cent of those surveyed felt they worked in a
massive opportunities for the bottom line
inclined to support companies and brands
sustainable industry.
[28] OCTOBER 2016
www.dealersupport.co.uk
H P PA P E R S
SALES SUCCESS
HP PAPERS why sustainability is second nature I
n today’s
are certified to the standards of the Forest
both time and the money they could have
environmentally
Stewardship Council® (FSC) or the Programme
spent on reprinting. When working together
conscious world,
for the Endorsement of Forest Certification
in synergy, the winning HP combination can
consumers want to be
(PEFC). This means that end users can rest
therefore result in less waste, which is not
sure that the paper and
assured that all HP Papers are sustainably
only an economical benefit to customers but
wood products they
produced, and the raw material comes from
also helps contribute towards improving their
buy come from sustainably managed forests
forests that are managed responsibly. In
environmental impact.
that will remain healthy and able to meet the
addition to this, having already made large
needs of future generations.
strides in reducing plastics usage, HP Papers
types - making it easy to find the paper that will
have committed to removing all plastics from
best meet the diverse needs of today’s home
their packaging by 2025.
and office. From freelancers to business owners,
Consumers are becoming increasingly mindful of the ‘sustainability small-print’ when they are choosing office products for both
For many consumers, sustainability begins
The HP Papers range is available in six
teachers to technicians, families creating
personal and business use, and paper is a hot
at home, whether using paper within the home
activities with the kids or professionals needing
topic when it comes to sustainability, often
office or for personal use in activities such
to produce quality prints for work. There’s a
clouded by myths around greenhouse gas
as homework or life admin. The transition
paper for everyone in the HP Papers range.
emissions and deforestation.
to more people working remotely may be
Two Sides reported that The Balancing
potentially reducing fuel pollution, but buying
GIVING BACK – DEMONSTRATING A
Sustainability and Profitability Survey
cheap, unethically sourced papers (and ink)
COMMITMENT TO CSR
interviewed 200 senior executives and 1,500
could be impacting the environment in other
consumers across the UK and found that 61%
ways.
of consumers expect the brands they buy from
Along with the notable benefits for dealers in selling paper from sustainable sources, products which support on-going
to have clear sustainability practices. With over
CONNECTING PAPER AND
campaigns such as the HP Office Pink Ream,
half of those surveyed citing the importance of
TECHNOLOGY, WITHOUT COSTING
go a long way in not only raising money, but
sustainability, dealers can optimise their paper
THE PLANET
raising awareness for both themselves and the
portfolio by ensuring they are listing reputable
HP Papers, HP Inks & Toners and HP Printers
designated charity.
brands that consumers will recognise and
are optimised to work together. Meaning
resonate with.
long term assurance and quality. Customers
its specially-designed packaging coincides with
The HP Office Pink Ream campaign and
By promoting paper from sustainably
can expect precise colour matching, reliable
Breast Cancer Awareness month each October,
managed forests and reinforcing the message
print speed and ink/toner savings along with
and for each Pink Ream sold International
to recycle, dealers can dispel negativity and
improved runnability.
Paper, the exclusive producer of HP Papers
encourage the use of a renewable product that’s been derived from nature. The HP Papers range provides an answer
Printer wear and tear and unnecessary
worldwide, donate £0.10 to programmes
reprints are also reduced with the presence
focusing on breast cancer research, awareness
of Colorlok® in HP Papers, which locks in
and prevention..
for dealers looking for a reputable paper
ink for superior colour reproduction and
portfolio that consumers will identify with.
quicker drying prints. This helps eliminate
For more information about the HP
Not only does the HP name represent quality
print smudging and build-up of ink on the
Papers range you can visit hp-papers.eu
and value, but all HP Papers sold in Europe
printer parts, meaning customers can save
or contact rebecca.shaw@ipaper.com
www.dealersupport.co.uk OCTOBER 2020 [29]
SALES SUCCESS
CSR
MAKING A CHANGE
to charity. For the average dealer, all of this
the accreditation framework are assessed by
Better sustainability isn’t the only important
can seem a little overwhelming – especially
the well-respected external entity Carbon
element of CSR, but it is one of the major
since the growing interest in CSR affects
Smart. “There’s a change coming, consumers
ones. It’s also one of the simplest to
your own customer base, and future
are consistently looking to buy from trusted
implement, as most people are already in
employees. But you’re not alone – there are
sources,” Julie continued. “Suppliers are
the habit of recycling and making greener
now programmes in place to help educate
reacting to it, but the awareness needs
choices. Here are some simple ways for
you further and enable you to earn proof
heightening among dealers and we’re there
employers to show that they care about the
of your CSR expertise and commitment,
to help. For a long time, in this industry,
environment – which dealers can help with.
meaning you can feel more confident in how
people have been price-focused – and,
•
customers see you.
yes, that’s hugely important; but when you
Make sure there are recycling bins dotted around the office environment.
•
•
We broke the news of one of these last
start engaging with social sustainability in
A good way to ensure that they are
year in an interview with Julie Hawley.
your business it opens up a different kind
used is to remove individual bins from
Office Friendly’s Weaver programme – so
of conversation for dealers and allows new
desks, as they lead people to throw
named because the weaver bird is known for
avenues for revenue.”
all types of rubbish – paper, tin, glass
building communities – not only provides
and plastic included in there, meaning
accreditation to prove a dealer’s dedication
things up in the industry is The Planet
none of it gets recycled. Having distinct
to CSR, but, when dealers are asked difficult
Mark. In November 2019 Integra hosted its
types of bin slightly further away from
CSR-related questions, Office Friendly is also
annual event which included a talk by Dave
desks forces people to dispose of them
able to hand them all the information they
Carlos, head of communications at The
properly.
need - without the stress.
Planet Mark, on why CSR is so important.
Encourage a paper-lite environment.,
“The Weaver programme focuses on
Another organisation which is shaking
The organisation measures a business’s
This way, paper is used and, therefore,
social sustainability in five areas: carbon
carbon and social data and engages with
wasted. One of the most effective ways
footprint, waste management, single-use
staff to unlock their knowledge and drive
of implementing this is through the use
packaging, sustainable products and social
their desire for change. It creates tools for
of printers which don’t print anything
responsibility,” Julie explained in November
communicating progress and building a
off until the job is physically confirmed,
2019’s edition of Dealer Support, where she
positive brand. So far, The Planet Mark
which does away with orphan print
delved more deeply into Weaver’s background.
has certified 400 organisations and, on
jobs lying around on machines, wasting
“The need for it is consumer-driven. We’ve all
average, holders of its certification make a
paper and creating a security risk.
seen a lot in the news about single-use plastics,
14% carbon saving, each year, per employee
Consider lighting and energy
and the impact of waste, and the need for
through energy use, waste, water, travel and
consumption, broadly. Dealers should be
social responsibility has grown. Suppliers are
procurement.
able to advise on – and supply – low-
also changing to reflect that demand, too, with
energy lighting that still creates the type
their product offering. Packaging is changing,
to a thriving planet and are a collective force
of light needed to maintain full visibility
the facilities in which they’re produced are
for good’ The Planet Mark’s website declares.
and boost staff wellbeing.
changing and there’s the need to give dealers
This, and the Weaver programme, aren’t
the tools for understanding these products
the only available resources for dealers.
through a new framework.”
They exist to help, and dealers should be
Other types of CSR include working
‘We see a world where we all contribute
with other local businesses, schools and
Office Friendly educates the dealer
embracing that help in order to ensure that
healthcare providers, sponsoring a local
through this programme, so that the dealer
they, and the planet, survive and thrive in
sports team or children’s club and donating
can then educate the customer; rankings for
these tumultuous times..
[30] OCTOBER 2016
www.dealersupport.co.uk
SALES SUCCESS
[32] OCTOBER 2020
D ATA S E C U R I T Y
www.dealersupport.co.uk
D ATA S E C U R I T Y
SALES SUCCESS
Play it safe Keeping documents safe is fundamental to many businesses, but when employees are working at multiple sites – including increasingly at home – how do they ensure security levels are maintained?
C
ybercrime, including
“Organisations must ensure their
close. “These are particularly well-suited to
the theft of data, cost
employees are aware of the legal
environments where children and pets are
the UK £27 billion in
responsibilities when handling confidential
jumping around.”
2019 – of which £27
information and provide them with the tools
billion was taken from
they need to comply with GDPR, whether
ACCO UK, agrees. “There is a massive sales
businesses, according
working in a corporate office or within a
opportunity for resellers in the shredding
home environment. Personal data is any
category,” he says. “Having a shredder at
information that identifies an individual,
home can help individuals safely destroy
to the threat of data and documents being
whether that be a customer, client, employee
paper, of course, but also stapled or
stolen – online or via traditional methods
or associate.”
paperclipped documents, and even credit
to government figures. While some companies have been alive
such as physical theft – for many years, and
This means that when documents are
David Richardson, sales director at
cards. Resellers have an excellent opening
have taken precautions accordingly, others
printed, scanned or saved, they need to be
to encourage new customers to take the
have had a more laissez faire approach.
stored in a secure place and destroyed once
necessary precautions by purchasing a
However, the coronavirus pandemic threw
they are no longer needed.
reliable shredder for home use, and can
the issue of data security into the spotlight
upsell existing customers to more secure or
as many more people with access to sensitive
DOCUMENT DISPOSAL
documents were working from home, where
For example, a shredder is an essential tool
their online and physical security may not be
if data needs to be destroyed, and machines
securely destroy obsolete paperwork
as tight as it is in their office.
offering high security micro-cut shredding
there is also the need to ensure important
capabilities are the most effective, Daryl
documents are kept safe and organised - and
employees work remotely, businesses ensure
adds. “With the surge in homeworking,
stored with easy access to when required.
they remain compliant with general data
there’s been an increase in demand for
protection regulations (GDPR), notes Daryl
personal shredders that are specially
storage boxes, transfer files and plastic
Brunt from Fellowes Brand. “Employees
designed for home office use.”
storage containers have really grown in
Indeed, it is crucial that, as more
accessing sensitive data at home may be at
Daryl notes that there are shredders
higher tech options.” As well as being able to quickly and
“Archiving solutions such as corrugated
popularity over the last few months as
risk of breaking the rules, especially when
on the market with technology which stop
homeworkers look to rearrange their home
paper data is involved,” he says.
shredding when hands or paws get too
spaces to accommodate their workspace
www.dealersupport.co.uk OCTOBER 2020 [33]
SALES SUCCESS
D ATA S E C U R I T Y
requirements,” says Daryl. Likewise, demand for safes – from multi-drawer cabinets to steel storage
equipment, to cyber criminals it can be an easy access point. “Many of us will be using devices that
professional simply might not have sight of. An unprotected printer connected to a firm’s network can be found using ‘Internet
cupboards – has also increased in recent
were not always bought for work purposes.
of Things’ search engines - such as Shodan
months as home workers look to keep
In most cases, a home printer is unlikely to
or Censys - and some old devices can have
documents, as well as company property
have the security features provided by the
fixed administrator logins which are widely
such as laptops and mobile phones, secure
printers at head office,” says Quentyn. “While
known online.
when they are not in use.
there might be only you and your family in
Quentyn Taylor, director of information
“To mitigate this threat, dealers should
the house, remember that if your printer is
ensure their customers have up-to-date
security at Canon EMEA, adds that
connected to the internet, then it is more
printer models that feature end-to-end
document safety it isn’t just about physical
vulnerable to attack. You need to make sure
data encryption and sophisticated access
pieces of paper. “It is important that teams
that your network is as secure as the one at
control that can integrate with network-
only use applications, networks and cloud
the office, and that all devices are sufficiently
wide password management solutions.
systems provided by the business,” he says.
protected - for example, by not having default
This means that printer passwords can be
“Any free cloud collaboration and storage
passwords on printers and other devices.”
changed whenever a network update is
tools they might be tempted to use may not
Andy Johnson, head of product and
due. There is an arms-race between cyber
be secure if they have not been vetted by the
solutions management at Brother UK,
criminals and software developers working
company first.
agrees. “A network-connected printer can
to keep devices safe - and neglecting to
“If you’re working remotely, you
be a gold mine of personal data for hackers;
install driver and firmware updates can
need to make sure that you have a clear
while the business-grade solutions operating
make businesses a target.
understanding of how to maintain a high
in workplaces under the watchful eye of
level of security. This means working
IT managers are designed to withstand
use genuine supplies to keep their data
securely whether you’re in the four walls of
sophisticated attacks, people working at
protected. Criminals can locate impressions
the office, from your dining room table or
home, or in satellite offices, often don’t have
of, potentially sensitive, data on some
even the sofa.”
the same diligent approach to print security.
‘compatible’ toners and cartridges, creating a
PRINTER PROBLEMS
businesses restructure for long-term
Supplies are tested by Smithers PIRA – an
One particularly vulnerable area is the
homeworking. Keeping default logins, and
independent authority – based on methods
printer. While this may not be instantly
not updating firmware, is a common issue,
used by criminals to ensure we can keep
considered as a vulnerable piece of
which creates vulnerabilities that an IT
information secure.”
“This poses a significant risk as
[34] OCTOBER 2020
www.dealersupport.co.uk
“Customers should also ensure they
further vulnerability. Our Brother Genuine
Can you assure customers of their printer security?
Xerox® VersaLink® family of office printers. Xerox technology has built-in security to help safeguard your business. Offer a true differentiator to customers and new ongoing profitable revenue for you. xerox.co.uk/partners ©2019-2020 Xerox Corporation. All rights reserved. Xerox® and VersaLink® are trademarks of Xerox Corporation in the United States and/or other countries.
SALES SUCCESS
ERGONOMICS
Comfort in work Wellbeing is crucial to having a productive workforce and ergonomics plays a large part in the physical aspect of that, whether at home or in the office, and there are plenty of solutions out there, as well as help for assessing workstation suitability
W
orking from home has become the norm for many employees since March - but not all
active working.” Daryl adds that employers should provide display screen
home workspaces are suitable; some people
equipment (DSE) workstation assessments for all computer-using
have even had to resort to working in their
employees who are based in the office or working from home on a
cars! A survey by online car marketplace
long-term basis. “These are normally arranged by the line manager,
Heycar, in September, found that one-in-10
HR team or Health and Safety department. If employees are working
people admit they work regularly from their car, with 20% using it as
from home temporarily, current guidance is that the employer does
a place to work on their laptop.
not need to provide a full workstation assessment; however, it is good
However, while this option can give employees some much-
practice to do one. There is plenty of guidance and advice to ensure
needed solitude, it can only ever be a short-term solution, as cars are
that workers get set up as safely as possible, including many online
not designed to be workspaces, and working in them for extended
resources that provide easy-to-follow workstation risk assessments.”
times could lead to health problems, such as back pain. Indeed, musculoskeletal problems such as back pain – which can
EVERYONE IS DIFFERENT
be caused by poor posture when working – accounted for nearly 20%
There is no ‘one size fits all’ for workspaces, as not everyone has
of staff sickness absence in 2018, according to figures from the Office
sufficient space for a commercial office desk, and needs vary
of National Statistics. This demonstrates the importance of having
depending on the role being carried out, Mark Galliano, of Tehnik,
the correct ergonomic workspace, and it is essential that managers
points out. “Quite often, though, the workspace at home represents
attend to this whether employees are working from home or the
a ‘pared back’ version of the same worker’s space in their main office
office.
so the desk does not need to accommodate the same equipment -
The coronavirus pandemic has meant that buying trends have
particularly as home working culture quite often comes with more
shifted to accommodate this issue, according to Daryl Brunt of
paperless processes. Nevertheless, the space still needs to provide
Fellowes Brands. “Products that help to reduce inactivity and prevent
room for the user to sit at their computer screen with sufficient room
tension in the back and neck while staring at a computer screen, as
for correct posture.”
well as those designed to avoid pressure on the wrists while typing,
Mark adds that, in recent months, suppliers have tried to
have enjoyed a steep spike in sales following the mass transition to
incorporate a broad spread of workstations, from small, space-
home working,” he says.
saving desks right up to full office suites with matching filing and
“The most popular lines are laptop supports, document holders,
storage solutions, so that dealers and retailers can accommodate
free-standing monitor arms and sit-stand desk converters that
these various health and safety needs, while still providing visually
transform sedentary worktops into dynamic workstations for more
appealing products which will fit in at home.
[36] OCTOBER 2020
www.dealersupport.co.uk
GIZA L
TIKA
Home working solutions O CAIR
desks
|
storage
|
seating
TA SPAR
Working from home isn’t a trend anymore - it’s the new normal for many people. And without an organised workspace, the home working environment can quickly become disorganised and stressful. At Dams, we have plenty of home office furniture solutions available to create an inspiring area to work with stylish desks, comfortable seating and clever storage solutions in our new Dams@home range - all in stock and available to order now!
uk manufacturer
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Square Only use blue and/or white.
www.dams.com sales@dams.com t.0151 548 7111
delivering service
For more details check out our Brand Guidelines.
SALES SUCCESS
ERGONOMICS
Elisabete Wells, regional marketing director at ACCO UK,
“The number one cause of lower neck pain when working is due
agrees. “We’re finding that workers are beginning to establish
to incorrect monitor positions. Poor monitor placement can also
designated workspaces within their homes,” she says. “This presents
lead to eye strain, improper posture and shoulder problems, and a
an immediate sales opportunity for resellers in ergonomic furniture
high-quality monitor arm is an essential piece of office equipment
and accessories.
designed to create an ergonomic desk and working environment.”
“Since work-from-home looks like it’s here to stay for
Simon adds that there are many single and double monitor arms
the foreseeable future, it’s going to be essential that staff are
on offer - affordable for any budget - but with no compromise on
comfortable. Spending multiple hours, daily, in a position that is
important features; such products can be tailored to the user’s exact
not ergonomically supportive is not good for posture or overall
needs to promote good posture, improve efficiency, productivity and
wellbeing. Kensington offer a wide range of products to help combat
wellbeing.
this, such as standing desks, footrests, seat cushions, monitor arms
There have also been moves to get desk-based employees on
and laptop risers, keyboards and trackballs. Resellers should expect
their feet during the day, with height adjustable desks increasing in
increased demand for these products in coming weeks and months
popularity as they allow users to switch between sitting and standing
from new customers, and should use this opportunity to upsell
throughout the day. “Height-adjustable desk converters now exist,
existing customers to more ergonomically designed solutions.”
which turn a regular desk into a standing desk without having to replace the current one,” Simon adds.
SEAT OF POWER One of the most important parts of the workstation is the chair
STAND TALL
and, as Simon Howorth, marketing and design manager at DAMS
However, as John Barker, marketing manager at Floortex Europe
International, points out, an ill-fitting chair will quickly cause pain.
Ltd, notes, excessive standing in a single position also has its physical
“The most important thing to remember when selecting an office
drawbacks, putting strain on the back, hips and legs. “Use of an
chair is that people come in all shapes and sizes, so there is no one
ergonomic, anti-fatigue standing surface if important if users are to
office chair that will suit everybody,” he says. “A person who is
get the best from sit-stand working,” he says.
cramped, or in pain, due to a poorly designed chair, is not someone
Anti-fatigue standing surfaces are ergonomic, which encourages
who will enjoy their work and perform to the best of their abilities.
regular foot movement and changes in standing position which
A good office chair will allow the user to adjust the chair to fit their
stimulate the lower body for reduced fatigue and improved working
body, their desk and their activities.
performance, John explains.
“But it’s not all about the chair. Your desk should, ideally,
“Standing desks and adjustable desk risers are a great investment
allow you to have your feet flat on the floor, with your legs fitting
for any company looking to enhance working practices focused on
comfortably under the desk when sitting. If your desk doesn’t
wellbeing,” he adds. “However, on-going use and benefits will only
support this posture you can invest in a keyboard tray, get a footrest,
be maximised if the correct ergonomic accessories are also supplied.
adjust your chair height and seating position, or change the height of
Providing the full ergonomic solution is the key to maximising
your desk.
employee wellbeing.”
[38] OCTOBER 2020
www.dealersupport.co.uk
INDUSTRY NEWS AND INSIGHT Make sure your team are up to speed with the latest industry developments Sign them up now at www.dealersupport.co.uk
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SALES SUCCESS
LIVE IT
LIVE IT Life hack Here’s a great tip for growing roses from cuttings! Before planting, push the bottom ends of the cuttings into small potatoes - moisture and nutrients in the potatoes will allow the cuttings to develop healthy roots.
THUMBS UP Teenager carries out acts of kindness to help lonely in lockdown As reported by BBC News, a teenager with learning and physical difficulties has carried out random
CAPTION COMPETITION
acts of kindness to raise money during lockdown to buy disadvantaged children communication devices. Sebbie Hall, 17, from Whittington, Staffordshire, started in March when his school closed due to coronavirus. He has raised more than £3,500 for charities which support young people. His acts of kindness included washing cars, watering gardens and handing out Nice biscuits to strangers.
Quote of the month “The first step toward success is taken when you refuse to be a captive of the environment in which you first find yourself.” – Mark Caine –
[40] OCTOBER 2016
www.dealersupport.co.uk
LIVE IT
Did you know? We live on a tough little planet! On any day on earth there are, on average, 35 earthquakes, around 44,000 storms, and lightning strikes the earth 100 times every second. Every year more than two million cases of arson are reported, and more than a million trees are chopped just to make toothpicks. Not all is gloom, however; 200 million couples make love – and 400,000 babies are born – every day!
SALES SUCCESS
?
PUB QUIZ 1. What is the national sport of Japan?
Potty-mouthed parrots separated
3. What national team won the first ever football World Cup in 1930? 4. What is a baby elephant called? 5. What is the largest planet? Answers: 1.Sumo wrestling 2.Catherine Parr 3.Uruguay 4.Calf 5.Jupiter
Knock me down with a feather
2. Who was Henry VIII’s last wife?
after encouraging each other to swear at zoo Five cheeky parrots have had to be separated after encouraging each other to swear at a Lincolnshire zoo, Sky News has reported. The parrots -
Weird world
named Billy, Eric, Tyson, Jade and Elsie - joined Lincolnshire Wildlife Centre’s
Voting from a height
colony of 200 grey parrots in August,
NASA astronaut Kate Rubins told The Associated
but it did not take them long to ruffle
Press that she plans to cast her next vote in the US
a few feathers with their foul language.
election from space – more than 200 miles above
“We saw it very quickly. We are quite
Earth. Kate is currently just outside Moscow in Star
used to parrots swearing, but we’ve
City, Russia, preparing with two other cosmonauts
never had five at the same time,” Steve
for a mid-October launch and a six-month stay at the
Nichols, CEO of the wildlife park said.
International Space Station. “I think it’s really important for
The parrots have since been distributed
everybody to vote,” Kate said. “If we can do it from space, then I
to different areas of the park so they do
believe folks can do it from the ground, too.”
not “set each other off”.
www.dealersupport.co.uk OCTOBER 2020 [41]
SALES SUCCESS
F A T H E R P. C L I P
Bringing hope, peace and unity to the good brethren of the business supplies community In which the good father looks back, wistfully, on a time when stationery reps were the rock stars of the industry – and wonders what became of them all ales of sit-stand desks
customers; we’ve always been known as an
have been up and
innovative company and I remember so
down for a while now,
many new arrivals I’ve had the pleasure of
premises on a daily basis have long since
but they finally seem
demonstrating over the years. I remember
disappeared, which is why I still like to
to be catching on in
when the electric pencil sharpeners first
welcome them with open arms when we
our area. We’re having
came out and I sharpened half the pencils in
do use them. I used to be able to put in a
lots of conversations with customers about
the country. It got to the stage where people
whole day just talking to various supplier
them and, although we haven’t sold any yet,
were queuing outside the premises because
reps, shooting the breeze, going for lunch, or
the momentum is growing.
we had the only one and, because no-one
sometimes a game of golf – all because their
would buy one, we had to finally make the
company had released a new ruler which
excuse that it was broken.
didn’t shatter, or they had brought out a new
S
It’s like that with loads of new products – we have meetings to talk about whether we will sell them or not, then we have a meeting
It was the same when we got the first
years when the size was reduced. The days of representatives visiting our
range of ring binders which didn’t rust.
about the best way to go to market with
fax machine in the area. Lots of people were
them, and then we have a meeting about
put off because it was the size of a boat and
all day now that they don’t visit...Probably
I sometimes wonder what those reps do
why we haven’t sold any.
it wouldn’t fit in their premises, but others
just the same as me, with my head buried in a
New products are great, and it’s
could see how brilliant the idea was and said
computer screen – or are they off somewhere
good to go and demonstrate them to our
that they would definitely order one in a few
playing a game of golf without customers?
JOKE OF THE MONTH A stationer is walking past a restaurant when he sees a sign which says ‘SANDWICHES, ALL TYPES. If we can’t make your sandwich we’ll give you £100’. The stationer immediately goes into the restaurant and says, “I bet you can’t make me an elephant ear sandwich.” The waiter says, “Let me check,” and soon comes back with the manager who asks, “Are you the guy who wants the elephant ear sandwich?” “Yes I am; can you make one?” says the stationer. “No, we can’t,” says the manager, “but we stand by our sign – here’s £100.” “Thanks,” says the stationer. “I knew you wouldn’t have any elephant ears.” “No, sir,” says the manager. “We’ve got the ears - we’ve just run out of the big baps we serve them in.”
[42] OCTOBER 2020 www.dealersupport.co.uk
FINAL WORD
SALES SUCCESS
Adversity creates opportunity 3
0 years in this industry
through the lens of EvolutionX, how dealers
has taught me many
are diversifying their product and service
things, but none more
offerings to cater for the changing needs of
so than what a bloody
their customers.
resilient bunch we can all be when push
To back that up, at the time of writing this (October 5th), the daily value of
comes to shove - no matter what’s thrown at
transactions processed across the network
us…and, let’s face it, this last eight months
of 250+ EvolutionX webstores has now
has been one of the most challenging times
recovered to pre-COVID levels - and
of all.
continues to climb. So, whilst the mix of
This resilience has shown itself in
it is abundantly clear that many dealers are
we hosted a number of OP focus group
finding and creating opportunities during
webinars attended by wholesalers, dealer
these adverse times, and I tip my hat to you
groups, manufacturers, dealers, BOSS and
and the suppliers for your ingenuity, and
the trade press, and I was blown away by
resilience! some relief, and a hefty dose of humility,
assistance across the board.
that I can report that both FusionPlus Data OK, with new supplier partners and dealers
furloughing or, sadly, letting people go,
continuing to join our ES Tech Group family.
swapping face-to-face meetings with video
The adversity of COVID-19 has encouraged
conferencing and the associated operational
suppliers to take the opportunity to improve
and mental trauma that goes with all of that
their product content, for dealers to upgrade
– oh to have shares in Zoom!
their webstore offering, and for all to
Beyond this we have seen through working tirelessly to manufacture and/
sbilton@ estechgroup.io
and sister company EvolutionX are doing
converting office workers to home workers,
the lens of FusionPlus how suppliers are
FusionPlus Data
With regard to our businesses, it is with
genuine (and ultimately productive) offers of Many then had the challenge of
Managing Director
products being sold has changed somewhat,
numerous ways. Back in March/April
how open and honest everybody was, with
Steve Bilton
appreciate the growing importance, if not necessity, of on-line trading. For those of you who have not yet found
or source COVID-related products (PPE,
your opportunity, it is out there – keep
infection control, home-working, etc) and,
looking, be resilient!
www.dealersupport.co.uk OCTOBER 2020 [43]
Here to make it easy for resellers to do business With a legacy dating back to 1852, we offer choice, flexibility and an outstanding customer experience.
Contact us today for more information: www.vowwholesale.co.uk marketing@vowwholesale.co.uk @VOWWholesale VOW Wholesale
