Professional Builders Merchant July/August 2020 by Hamerville Media Group

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PROFESSIONAL

BUILDERS MERCHANT THE No.1 BUSINESS MAGAZINE FOR MERCHANTS

JULY/AUGUST 2020

CORONAVIRUS CRISIS The pathway to recovery

INFORMATION TECHNOLOGY Embracing e-commerce

THE PULSE Trade counter feedback

TRANSPORT, HANDLING & STORAGE Safety and efficiency

Plus: News, digital growth, Covid-secure branches, training, industry comment and more

www.professionalbuildersmerchant.co.uk

Fantasy Football And weâ&#x20AC;&#x2122;re back! See page 51

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CONTENTS PLUMBING & HEATING 21

TOUCH-FREE FUTURE How infrared technology is helping with hygiene.

UNDER PRESSURE Solutions to boost flow and pressure from mains water supply.

BETTER SAFE THAN SORRY The importance of selling fully accredited products.

THE HEAT OF THE MOMENT Dealing with customer queries on underfloor heating.

PRODUCTS & SERVICES

July / August 2020, Volume 30 No. 7

SPECIAL REPORTS INFORMATION TECHNOLOGY 30

DIGITAL DEMAND BPS accelerates its e-commerce journey.

MARKING A MILESTONE Blue Rock Systems celebrates 15 years in business.

SMARTER SALES Maintaining and enhancing customer relationships throughout the coronavirus crisis.

IT ROUND-UP

14 THE PULSE Tracking confidence, concerns and prospects in the merchant sector.

TRANSPORT, HANDLING & STORAGE 39

WALKING PACE Pedestrian stackers in a merchant environment.

DIGITAL DASHBOARDS EH Smith showcases its new tachograph and compliance software.

PRODUCTS & SERVICES

18 UNLOCKING NEW OPPORTUNITIES New performance standards for mechanicallyoperated push button locks.

COMPETITIONS 51 EVO-STIK FANTASY FOOTBALL Back in businessâ&#x20AC;¦

REGULARS 5

VIEWPOINT

NEWS

BMF TRAINING ZONE

MERCHANT FOCUS

MARKET MONITOR

NBG BUYING BETTER

FACE TO FACE

PB & PHPI CAMPAIGNS

PRODUCTS & SERVICES

ADVERTISEMENT INDEX

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VIEWPOINT

Wind of change

nother month on and another set of tentative steps forward. More businesses have reopened and, by the time this lands on your desk (or into you inbox), the pubs will have welcomed back their customers and hairdressers will be busy shearing off those unruly lockdown locks. For the merchant sector, it remains an unsurprisingly mixed picture and still too soon for any definitive analysis. Though heavy on soundbites and rhetoric, the Prime Minister’s recent pledge to ‘Build, Build, Build’ our way back to recovery should offer significant hope. Of course, words have to be followed by action, and any planning revolution to facilitate a new build boom must also be supplemented by initiatives to drive a much-needed programme of repair and renovation. Feedback from the merchant frontline, as showcased in our monthly trends monitor The Pulse (see pages 14-15), continues to suggest an underlying sense of optimism and confidence. Anecdotal evidence suggests that, since more fully reopening the gates, many merchants have indeed been flourishing. We await with interest the next round of BMBI figures, which will hopefully confirm an ongoing rebound from the flat-lining April data. But of course, optimism cannot be unbridled. The news that Travis Perkins is to close 165 branches gives significant pause for thought, whilst any recovery has the potential to be decidedly uneven — local lockdowns, such as in Leicester, can quickly curtail the best PROFESSIONAL

BUILDERS MERCHANT THE No.1 BUSINESS MAGAZINE FOR MERCHANTS

JULY/AUGUST 2020

CORONAVIRUS CRISIS The pathway to recovery

INFORMATION TECHNOLOGY Embracing e-commerce

THE PULSE Trade counter feedback

TRANSPORT, HANDLING & STORAGE Safety and efficiency

Plus: News, digital growth, Covid-secure branches, training, industry comment and more

www.professionalbuildersmerchant.co.uk

Fantasy Football And we’re back! See page 51

“When the whole world has changed, what went before cannot be relied upon to return.” laid plans whilst the knock-on effects for areas dominated by now struggling large employers and industries mean that hopes for a V-shaped upturn are precarious. For the merchant industry, agility will be of vital importance. As a sector that is deservedly praised for its entrepreneurial verve yet can still face criticism for an intransigence to embrace change, finding the middle ground sweet spot will be a crucial challenge. Put another way, continuing to harness existing customer relationships through knowledge and expertise whilst rapidly identifying new opportunities and new methodologies is essential. Digital transformation is a prime example. Whilst the industry has taken great strides in recent years, it must accelerate the pace even more. Lockdown has shown that an expansion

of online shopping expected to take years has happened almost overnight, and the growing list of leading High Street names that will not be reopening their doors should serve as a stark warning. And a technological revolution is not just limited to transactional ecommerce, but must encompass product data, digital marketing and improvements in back office systems — and used to better understand and respond to changing customer behaviour. The crucial point is for such measures to enhance, and not replace, existing practices and business relationships. Above all, when the whole world has changed, what went before cannot be relied upon to return. So, to echo the words of the Prime Minister, it is incumbent on us all to learn the lessons and “build back better”.

■ As guidelines shift and business support packages

evolve, we would urge readers to check in with PBM’s website and social media streams for the latest news and updates. Please also make use of our digital ‘Readerlink’ enquiry service — www.rdr.link — to instantly access additional information on the topics, articles and new products featured in the magazine.

Editor Paul Davies Assistant Editor Abbie Smith Group Advertisement Manager Craig Jowsey craig@hamerville.co.uk Tel: 07900 248102 Advertisement Manager Sam Shannon-Tinsley stinsley@hamerville.co.uk Tel: 07554 013302 Midlands & Northern Advertisement Manager Ian Duff

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Tel: 01204 596633/ 07810 353525 probuilder@sky.com Design Adeel Qadri Group Production Manager Carol Padgett Production Assistant Kerri Smith Circulation Manager Kirstie Day Managing Editor Terry Smith Publisher Bryan Shannon

rdr.link

Subscriptions to PROFESSIONAL BUILDERS MERCHANT are available at the following rates: UK – 1 year (11 issues) – £30 post paid

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Average Net Circulation figure for the 11 issues distributed between 1 July 2018 to 30 June 2019 = 9,993 To be removed from this magazine’s circulation please call 01923 237799 or email circulation@hamerville.co.uk

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NEWS UPDATE TRAVIS PERKINS TRADING UPDATE OUTLINES CORONAVIRUS IMPACT

165 Travis Perkins plc branches to close The Travis Perkins plc trading and liquidity update issued on 15th June detailed the ongoing performance of the business in light of the Covid-19 challenge, and indicated a number of restructuring measures it is to implement — including branch closures and redundancies. Nick Roberts, Chief Executive, said: “The Covid pandemic has created significant challenges across our Group and I have been hugely encouraged by the flexibility of our colleagues to adapt our business models successfully and at pace, which has enabled us to maintain safe working practices whilst continuing to provide an effective service to our customers. “Whilst we have experienced improving trends more recently, we do not expect a return to pre-Covid trading conditions for some time and consequently we have had to take the very difficult decision to begin consultations on the

Diploma success

Two employees from Howarth Timber & Building Supplies have received their BMF Diploma in Merchanting certificate following three years of hard work. Hayley Parker, Sales Executive at the firm’s Oldham branch, and Manchester Branch Manager Thomas Howe started the programme in July 2017 and finished with Level 2 (Pass Plus) grades throughout. They have since been accepted to progress onto the BMF Diploma in Merchant Management Foundation Degree. The merchant’s MD Nick Howarth said: “For us as a business it is important that we invest in our people and we’re absolutely delighted that both Hayley and Thomas have received their BMF Diploma. Completing the course shows terrific determination and selfdiscipline and I know they have worked hard over the years across the self-study modules and assessments.”

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closure of selected branches and to reduce our workforce to ensure we can protect the Group as a whole. This is in no way a reflection on those employees impacted and we will do everything we can to support them during this process. “The Group has a robust balance sheet, strong liquidity position and I am confident that these proposed changes will enable us to trade successfully through this period of uncertainty with a cost base that better reflects the environment we are operating in.” The statement outlined “particular strength” in its Wickes and Toolstation divisions, with both businesses demonstrating “improving like-for-like growth versus 2019, with performance underpinned by their strong digital capabilities”. While it has seen a “significant recovery in trading volumes” across its merchanting

operations since the lockdown measures were eased, the Group says it still has to take “regrettable but necessary actions to preserve the future competitiveness of the business”. A consultation process is underway regarding the closure of around 165 branches across its overall estate, representing approximately 8% of the Group’s network. It is also consulting on above-branch roles in distribution, administrative and sales functions. In total, it expects to reduce the number of colleagues by around 2,500 — approximately 9% of its workforce. Branch closures are said to be focusing on smaller Travis Perkins general merchanting branches “where it is either difficult to implement safe distancing practices, or where marginal profitability will be eroded in a reduced volume environment.”

UV protection A study conducted this year by SC Johnson Professional indicated that despite an increasing awareness of the dangers of UV to outdoor workers, 76% of respondents were unaware that one death and five new cases of skin cancer per week in Britain could be attributed to occupational UV exposure. With the risks around UV exposure so evident, the provision of UV protection to outdoor workers should be encouraged — and SC Johnson Professional says that builders’ merchants can have a vital role in helping their customers and their own employees protect themselves against UV over-exposure through the sale and provision

of suitable protective products. On a similar theme, Marley’s Safe in the Sun initiative has helped to raise awareness of the importance of sun safety for contractors for more than a decade and the roof systems manufacturer is once again looking to support its customers as we move into summer. For more information, enter the shortcode www.rdr.link/ms001

Community action Dulux Decorator Centre is marking 125 years of service to customers, colleagues and communities with a new initiative to support 125 community organisations and charities across the UK who are going above and beyond in response to the coronavirus outbreak. Managing Director John Henderson said: “Across our industry, people have been showing their true colours in responding to the challenges of Covid-19 with countless acts of kindness. We have seen just what a difference a generous donation can make for

a charity centre, local school or park — and we really want to play our part to bring even more colour to projects that are so valuable to people who are struggling at the moment.”

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TEL: 01923 237799

EMAIL: PBM@HAMERVILLE.CO.UK

GOVERNMENT TRADE CREDIT INSURANCE GUARANTEE TO SUPPORT BUSINESSES

Credit protection With the impact of Covid-19 seeing many businesses struggling to pay bills, those further up the supply chain have faced the risk of credit insurance withdrawn or premiums increasing to unaffordable levels. However, it has been announced that Trade Credit Insurance will receive up to £10 billion of government guarantees to ensure “the vast majority” of coverage will be maintained across the UK. Businesses do not need to apply directly, as support will be administered directly between the government and UK insurers, and the scheme is available on a temporary basis for nine months, backdated to 1 April

2020, and running until 31 December 2020, with the potential for extension if required. John Newcomb, BMF CEO and Chair of the Insurance and Surety Working Group for CLC Covid-19 Task Force, said: “The construction industry is one of the largest users of trade credit insurance accounting for some 30% of the market. Amongst other things, trade credit insurance gives builders’ merchants the confidence to trade freely with SME building firms who largely operate in the residential sector. The governmentbacked guarantee will keep cash flowing through the building materials supply chain and protect thousands of jobs.”

Framework agreement Bradfords has been awarded a place on the Sanctuary Housing Group framework as part of a four-year contract to supply plumbing and building materials in the South West to one of the UK’s largest social landlords. With around 70,000 homes in England in total, Sanctuary manages more than 11,500 households across 12 counties in the South West. The merchant established its Partnerships team three years ago, and its portfolio of public sector partnerships now includes organisations like Aster Group, LiveWest, Magna Housing Group, North Warwickshire Borough Council, SHAL

Housing and Rugby Borough Council. Supplying materials through managed stores, branches and ecommerce, and supporting a series of maintenance contracts, Partnerships now accounts for around 4% of Bradfords’ business and is said to be growing rapidly.

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CORONAVIRUS COVERAGE The coronavirus crisis continues to be key news story and underpins many of the articles later in the issue. Please also use the shortcode www.rdr.link/ms025 to access the most up-to-date Covid-19 information on the PBM website.

Rising Stars Selco is marking its 125th anniversary by making a £500,000 investment in the development of its branch colleagues with the merchant inviting those working across its 68 branches to enhance their careers through its ‘Rising Stars’ initiative. The firm hopes to have 125 colleagues enrolled and starting the scheme to complete either a level two, three or four nationally-recognised retail qualification in conjunction with its chosen training provider, Interserve Learning & Employment. Marc Lucock, Selco’s HR Director, said: “We are using our Apprenticeship Levy contributions to help fund the Rising Stars scheme and we have selected a course with a high level of practical elements, which means that our colleagues are learning by putting into practice the work they do on a day-to-day basis.”

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TRAINING ZONE

Virtual reality Whilst increasing numbers have turned to Zoom and Teams as a way of conducting meetings over the past few months, is it possible to develop the same rapport with customers when communications take place online rather than face to face? The BMF says that its latest Virtual Classroom workshop ‘Selling Virtually — a new reality’ will show you how.

ace to face visits may not be possible for some time, but sales still need to be developed if businesses are to thrive. Anyone who proactively develops sales should gain value from this course, but it is particularly relevant for those used to a field sales role to adapt their skills. The sessions are led by John Allison, a learning and development professional with over 30 years’ experience in sales methodology as well as an in-depth knowledge of the construction industry.

then gaining commitment, it all has to be carefully thought out.” This practical course from the BMF will help delegates understand the challenges of selling virtually, how to plan a virtual sales conversation, build rapport and keep the customer engaged right through to closing the meeting and gaining that all important commitment. John is also quick to reassure anyone who has not yet attended an online course. He said: “Virtual classroom training courses are

“Virtual classroom training courses are a world apart from attending a webinar where you log in and listen to someone informing you about a topic. BMF online courses give you a very similar learning experience to face to face, classroomstyle training with plenty of participation using break-out sessions, white board activities and group discussions to ensure all learners interact and are fully engaged.” John Allison, BMF Trainer John explained: “Virtual selling is a totally different experience and way of approaching and holding a sales meeting. From how you prepare and position the meeting, to how you facilitate potentially multiple stakeholders on the call whilst maintaining their interest and

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a world apart from attending a webinar where you log in and listen to someone informing you about a topic. BMF online courses give you a very similar learning experience to face to face, classroom-style training with plenty of participation using

break-out sessions, white board activities and group discussions to ensure all learners interact and are fully engaged.” The day-long course is divided into three two-hour elements. The morning session introduces ideas for the group to work on, with discussions as to how these ideas can be practically applied in their day job. This is followed by a two-hour break for learners to take a closer look at their workbook and consider how they can apply the new ideas in relation to their own role. By the end of the afternoon session, each participant will have developed a personal action plan to apply in the coming days and weeks A final coaching session follows 10 days later, once delegates have had an opportunity to put their learning into action, to discuss what has worked well and any challenges that may have arisen. Two open Virtual Selling courses are running on 7 and 14 July, but they can also be customised as in-house training. To find out more about the BMF’s one day Virtual Classroom courses and half-day Webinars, check out the Training section of the BMF website at www.bmf.org.uk or email paige.godsell@bmf.org.uk ■ BMF training ranges from formal Apprenticeships, a sector-specific Diploma in Management and a Foundation Degree in Merchant Management, to online product knowledge and other specialist skills training.

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MERCHANT FOCUS

Keep calm and carry on Everyone in the industry has had to quickly adjust to new ways of working over the last three months. PBM caught up with two branch managers and the Marketing Director at Graham Plumbers’ Merchant for their perspective on how the business and its customers have been adapting.

n response to the announcement of the UK wide lockdown, all Graham branches closed for 24 hours on 24th March to assess how they could operate safely and to swiftly put measures in place to ensure the protection of staff and customers. The branches that could do so safely then reopened, but with adaptations in place, to serve the plumbers and heating engineers who have been working throughout the pandemic to carry out emergency work and ensure the safety and comfort of people’s homes, as well as the continued operation of vital facilities. Ian Kenny, the plumbers’ merchant’s Marketing Director, explained: “From the

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beginning, safety was the factor that drove all the decisions about which branches would open. We quickly formulated a range of ‘Trade Safer’ measures and procedures that would allow us to meet the needs of customers while minimising the risks as far as we could. The branches that could implement these new measures had to significantly reduce the number of staff working at any one time to allow sufficient social distancing.”

These ‘Trade Safer’ changes included operating a phone ordering and collection or delivery service for Graham trade account holders only. This was due to the difficulty and potential risks of taking cash and card payments. The branches that reopened created collection points in suitable places on site where customers could pick up the items they had ordered. When placing an order, customers are told where the collection points

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“We utilised every channel of communication to get the message out including text messages, email, social media, the website and crucially, the branch teams.” Ian Kenny, Marketing Director at Graham are and asked to back up to the designated bay when they arrive, remain in their vehicle and phone the branch. A member of the team then takes the items out and places them on the collection point. Once the Graham colleague is clear of the area, the customer can get out of the vehicle and load their items. “Overall, the changes we made were quickly embraced by the customers and the collection system has worked very well,” said Nick Bott, General Manager at the Bromford Lane branch in Birmingham. “It doesn’t allow the same level of personal interaction that many of our long term customers are used to, but they all understand why these procedures have been put in place.” Ian continued: “Following the initial reopening of branches, one of the biggest challenges was ensuring that customers knew how and where they could get the products and materials they needed. We utilised every channel of communication to get the message out including text messages, email, social media, the website and crucially, the branch teams. They are the ones with the relationship with their customers so their efforts to keep customers up to date with all the changes were invaluable.” As the advice from the Government evolved to allow more people to return to work, including tradespeople, Graham has

been slowly reopening more of its branches, many of which have been redesigned to allow safe working. In the last few weeks, Graham trade counters have begun to reopen, but with new processes in place, allowing customers to safely visit branches. “We are limiting the number of people who can enter the branch at one time and have created a one way route through the store with zones marked to allow social distancing,” said Donald Somerville, General Manager at the Hillington Branch in Glasgow. “We have also installed screens, reduced the number of till points and added signage so customers understand how to use the branch safely. It has allowed them to go back to purchasing from us in the way they know and it has also enabled customers to ask questions and for our team to provide advice again, albeit from a safe distance. “We have also made significant changes to the warehouse and staff areas of the branch. To allow our team to work safely we have established one way routes through every part of the building, including the offices, warehouse and staff break areas. In sections of the warehouse that are not wide enough for social distancing we have closed off one end of the aisle and implemented a strict one in, one out policy.”

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Ian added: “At the end of April we had just 27 branches operating. One month later we had over 130 open and we are now at the point where almost all locations are now trading.” Internal communication The Graham teams have also faced other challenges, as Nick explained: “Ensuring good communication with my team has been a priority, for those already back in the branch and also those who have been placed on the furlough scheme. I wanted to make sure that we maintained the same team spirit although we were not together. “Simple things like regular video updates and keeping in touch with the wider team have proved to be really good ways of keeping everyone connected. We also hold daily team meetings in the yard of the branch where we can discuss any issues and make sure that everyone is happy.” In terms of the next steps for the industry to return to normal, Nick commented: “With many of the big housebuilding projects either still on hold or only recently restarted the industry still has some distance to go before it returns to full strength. Like many businesses, to some extent we are simply waiting for the construction sector to get back up to speed and we will do what we can to help.” Ian picked up the point: “We know that all parts of the sector need support in getting back to work so we have looked at how we can help our customers rebuild their businesses and part of this is something we are calling ‘Trade Kick Starter’. This includes freezing prices on key products from the Always Available and Trade Saver ranges until October, next day delivery on Always Available range products through ByBox lockers across the UK and the introduction of a new Graham Plumbers App.” Donald concluded: “While this has been a huge disruption to the industry and the wider economy, we are already looking at what we can learn from this to improve the customer experience. For example, introducing more call and collect services to help customers save time waiting in branch.”

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MARKET MONITOR in association with

‘Build, Build, Build’ As the country continued its tentative steps out of lockdown, the Prime Minister has proposed a construction-focused ‘New Deal’ to drive the UK’s economic recovery.

peaking at the Dudley Institute of Technology on 30th June, the Prime Minister outlined a commitment to a major programme of building and regeneration with the construction industry central to the Government’s plans to kick-start the economy following the Covid-19 pandemic. Ambitious reforms to the planning system were suggested, including an overall acceleration of the process and additional flexibility to convert commercial properties or demolish existing buildings for new residential housing. Billed as removing ‘unnecessary red tape’, the proposals also included a review of Government and public sector owned land, and how it can be “managed and released so it can be put to better use” for purposes including “home building, improving the environment, contributing to net zero goals and injecting growth opportunities into communities across the country.” These announcements come alongside a package of measures to support home building across England. Further detail was expected in a major address from Chancellor Rishi Sunak, planned for the week following the PM’s speech (as PBM was going to press), whilst the Government’s Local Recovery White Paper and National Infrastructure Plan are set for later in the year.

The response from the industry has been broadly positive — pending the greater clarity that is hoped to follow. For example, BMF CEO, John Newcomb welcomed the commitment to “build the UK back to economic health in the aftermath of the Covid-19 crisis” but noted that full a programme of national renewal must also promote better housing — both building new homes and upgrading existing ones. John said: “It is great to see a Prime Minister responding to the Covid-19 crisis by promising to build back better, greener and faster, and by understanding the very real need to get the millions of people working in construction and building trades — including apprentices — back to work. In this regard, we are pleased to see the Construction Leadership Council’s Road to Recovery plan reflected in his speech. “Reforming the planning system is long overdue and changes that speed up the system and enable redundant buildings to become new homes are certainly welcome. While some elements have been announced, we will need to see the detail in the promised planning Policy Paper in July.” He continued: “With regard to new housing, the building materials supply chain has often heard ministers talk a good game without the necessary

political and managerial drive needed to build housing of all types and tenures through to completion. “And, while we have heard that the Government will publish a National Infrastructure Strategy in the autumn, we also need a firm commitment to level up existing housing in every region through a National Retrofit Strategy. “Our ask of Boris is to help SME builders and allied trades to return to the market and do what they do best. Build small numbers of homes, in many locations, in keeping with their surroundings, that voters want to buy. And undertake the RMI that many UK homes still desperately need to provide warm and secure accommodation. All in all, to boost the number of greener, faster, better homes that the country needs.” ■ For more reaction to the Prime Minister’s address, including the perspective from the Federation of Master Builders, enter the shortcode www.rdr.link/ms002

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Lockdown easing tests merchants’ capacity With lockdown continuing to ease in June, more builders’ merchants' branches have reopened fully. And while some branches continue to operate with restrictions, fewer complete closures were reported. Our latest monthly survey reflects on how the Covid-19 crisis continues to challenge the sector.

s demand increased in June, branches working with skeleton staff were ‘rushed off their feet’. The outlook for the next three and six months is positive, but merchants are cautious — unsure whether the surge in sales is indicative of a V-shaped recovery, or just customers catching up on lost time.

Impact of Covid-19 The Pulse, by MRA Research, is a monthly tracking survey of merchants’ confidence and prospects. In June, we spoke to 95% of branches from the 146 interviews, with only three closures and four non-responses. Because of the ongoing nature of these unprecedented circumstances, the extra questions added in the April and May survey (published in PBM's June edition) continued into June to get a better picture of the market through the lockdown. For example, while respondents reported a significant improvement in material supply compared to April (see Chart 1), extended lead times are an issue.

Sales expectations A net +38% of merchants expected sales to improve in June compared to May, although expectations have weakened since the last survey — see Chart 2. Small (net +51%) and mid-sized outlets (+39%) anticipated a rise, while large branches forecasted a drop (-8%). Year-on-year, expectations continue to improve — up a net +19% from May’s survey — also Chart 2. The outlook varied by size of branch. Regionally, Scotland (-46%) and the Midlands (-42%) were more cautious than the North (-29%) and South (-6%).

The difference between the percentage of merchants expecting growth and those expecting a decrease is the net figure, expressed as a percentage. A positive net percentage indicates growth, a negative indicates decline. Net zero implies no change.

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TRENDS MONITOR Of those forecasting lower sales year-on-year, 55% of respondents anticipated a drop of 25% to 75%. See Chart 3.

confidence is continuing to recover from the deep fall in April, but it is still a very weak net -33%. See Chart 5. Confidence in their business Merchants’ confidence in their own business has recovered well, with a net +54% more confident in June than May. Confidence also improved year-on-year — also Chart 5 — but there were differences. Large outlets (net -38%), merchants in the Midlands (-39%) and those in Scotland (-29%) were least confident. Merchants in the South (+17%) and regional group outlets (+5%) were more confident.

Looking to the next three months (June to August), a net +44% expect stronger sales than the previous three months (March to May). Small branches (net +58%), those in the South (+69%) and nationals (+64%) are most positive. The outlook for the next six months is also robust with a net +42% forecasting better sales in June to November compared with December to May. See Chart 4. Expectations are strong across the board.

Confidence in the market Confidence is improving month-on-month with a net +42% of merchants more confident in June than in May. Year-on-year,

The Pulse is a monthly trends survey tracking builders’ merchants’ confidence and prospects over time. Produced by MRA Research, the insight division of MRA Marketing, it captures merchants’ views of future prospects in terms of sales expectations, confidence in their business, confidence in the market, and the key issues and problems they experience. This report is the 14th in the series, with interviews conducted by MRA Research between 9th and 16th June 2020. Each month a representative sample of 100 merchants is interviewed. Due to the Coronavirus lockdown and impact on business closures and restrictions, this survey is based on a larger number of contacts (146) to establish the level of closures plus 97 completed interviews, balanced by region, size and type of merchant, including nationals, regional multibranch independents, and smaller independent merchants.

■ The full report can be downloaded from www.mra-research.co.uk/the-pulse or call Lucia Di Stazio at MRA Research on 01453 521621.

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NBG BUYING BETTER

Supercharging e-commerce With meetings and events still on pause, NBG has looked back at some of its gatherings which took place just before lockdown. With online shopping becoming more popular than ever as a consequence of the pandemic, the tips presented in a workshop hosted by Velux can now be seen in a new light for optimising e-commerce results.

he e-commerce landscape is evolving, driven by a rise in voice search, mobile browsing and on-the-go purchasing. For NBG’s merchant Partners, this is a challenging and transparent trading environment, pushing independent merchants to compete in a global marketplace. That’s why, even prior to lockdown, the digital marketing team at Velux hosted a workshop to help Partners make the most of the opportunities to do more business and maximise the digital content that Suppliers can provide. Some of the key talking points were: Google My Business Google My Business (GMB) is a free service from Google that allows local businesses to add contact details, location photos, videos, and customer reviews. This information is one of the first things that appears when customers search for a business. Merchants can create their own listing to promote specific products or ranges and localise content from suppliers. Google Analytics The lowest price doesn’t always get the sale, but it is one of many online factors. You can see what matters to your customers and if they are getting what they need. Use Google Analytics to identify hot spots and weak spots on your website. Losing customers at checkout? Review your payment methods.

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Mark Daniels, from Andrews Building Supplies Holdings, is in the final stages of redevelopment for his e-commerce site. He said: “I’ve started my thought process again, re-evaluating what we need. Google Analytics will really help me understand who is using my site, why, and what they need. I’ll definitely be checking the bounce rates, traffic sources and the search terms that customers are using to find my site.” Search Engine Optimisation (SEO) There’s so much you can do to improve your rankings, it’s important to prioritise. Technical fixes are generally easy and quick to solve but require digital knowledge. You can identify the search terms or phrases that your customers are using on free sites like askpublic.com or moz.com and write specific content for each keyword. A hidden regional landing page and dedicated keyword landing pages (product range) can help you fill your page with keyword-rich content, without cluttering up the main body of your site. Drew Goudie, DTC Merchants, said: “We have over 5,000 products in stock, so making sure we have the right content for these is our priority. Our products are categorised in a way that makes sense to us, but can our customers find them? We need to look at the search terms and make sure that we’re offering what the customer is looking for.”

Know your audience Who the website is for — trade, homeowners or both? Similarly, modern customers are time poor, and don’t bother to locate a store to ask questions. They turn to Google instead, looking for instant answers on their mobiles. Investment is well spent in features that help your customers save time. Glynis Catterson, from S & A Builders Merchants, said: “How can we make it easier for our customers to do business with us and access our expertise? If they want out-of-hours services, like accessing invoices or reviewing accounts online, maybe this should be the focus for our website? “We’re known for our knowledge and relationships, so a chat facility would be an interesting addition to our offer.” In summary, Nick Oates, Managing Director at NBG, said: “NBG Partners are putting into practice the key tips that we learnt from the Velux workshop. This means Partners are always scoping out online opportunities for business and we are able to request digital content from Suppliers to help maximise sales for NBG members.” ■ For more information, visit nationalbuyinggroup.com, find them on Twitter at @NBGLLP or on LinkedIn at National Buying Group

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SPECIAL REPORT: LOCKING STANDARDS

Craig Birch, Product Category Manager at UNION, discusses why the latest changes to BS 8607 means new, security-focused push button locks can complement digital systems and outlines the new sales opportunities these can present for merchants.

Unlocking new opportunities M echanically-operated push button locks are used in buildings around the world to help manage access control at a site, as well as protect assets and people. The latest changes to BS 8607 — the standard governing mechanically-operated push button locks — have seen the arrival of grade 5. This is the newest and most stringent level for delivering assured security and access control from push button locks. But what does it offer that grade 4 — previously the highest grade for BS 8607 — does not? Security as standard Both grade 4 and grade 5 of BS 8607 stipulate that products meeting these standards must be suitable for ‘applications where security, abuse and usage levels are expected to be equivalent to BS 3621’, which relates to thief-resistant locks. Products for

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both grades 4 and 5 also undergo a General Vulnerability Assessment, using tools such as vice grips, cordless drills, picking tools, chisels and wedges. The difference between the two grades, then, is that devices rated grade 4 can only achieve this standard with the help of an integral additional locking unit. So with a grade 4 product, users must lock and unlock the solution from the inside with a key, and then operate the push button lock from the outside to unlock the door. In contrast, a push button lock that meets grade 5 standards provides a ‘one-stop’ security and access control solution; one that does not require a separate locking unit. With a grade 5 product, the latch and lock are integrated and tested together, without the need for an additional key. This means that, when it shuts, a grade 5 solution automatically locks. Then, should a

user need to exit a room, it is simply a one handle operation to unlock the door. While it is intended that both grade 4 and 5 devices offer the same resistance to attack and it is simply the way it is locked that is different, the fact that a user has to physically lock a door themselves with a grade 4 product means the technology is reliant on key holders to secure the premises themselves. With a grade 5 solution, security is assured as the door will automatically lock. Strength and durability One of the key benefits to a grade 5 device is that, because they offer a far higher level

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of security, these products can be deployed in more demanding areas where networked digital solutions may not be suitable. For instance, doors that need securing in external perimeter boundaries are often located far from estates offices. This can mean monitoring and maintaining a digital device can be a challenge. In contrast, a grade 5 push button lock can deliver high levels of security, with minimal maintenance — an angle that builders’ merchants can promote to customers. Many digital devices are also not able to withstand the demands of harsh environments, where extreme temperatures, corrosive spray and airborne dust might be the norm. These hazards could damage an electronic unit’s housing, potentially resulting in the device failing. In such situations, highly durable push button locks can offer invaluable levels of access control and security. Finally, grade 5 push button locks are also appropriate for installations where doorway

abuse is likely. For staff that need to easily enter and exit areas, while ensuring members of the public stay on one side of the door, a grade 5 product offering keyless egress is an ideal solution. By integrating these easy-to-operate mechanical solutions with digital access control systems, it is possible to ensure site security while also meeting the challenge presented in areas open to the general public too.

■ UNION states that its latest CodeGUARD 5 solution is the first mechanically-operated push button lock to meet the new grade 5 standards for BS 8607. The product is also accredited by Secured By Design (SBD), which is part of the Police Crime Prevention Initiatives and is the only route to obtaining police accreditation for security-related products in the UK. The SBD certification is official recognition that UNION’s CodeGUARD 5 has met the high standards set for improving the security of buildings and their immediate surroundings.

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Upselling opportunity In conclusion, a grade 5 product can help meet the security and access control needs of almost any kind of application or environment. This presents a real sales opportunity for merchants looking to offer solutions that balance both security and access control. Merchants have the opportunity to upsell to higher grade security solutions, increasing basket spend for customers and profit for themselves. Therefore, it is vital to be aware of the latest standards, such as BS 8607, so that merchants can educate their customers. ■ For more information from Union on the new grade 5 standards for BS 8607, enter the shortcode www.rdr.link/ms003

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FACE TO FACE Now approaching its 100th anniversary, Dickies Workwear has become a name whose logo is worn by workers in almost every industry. In 2017, Dickies was acquired by multinational apparel firm, VF Corp, giving the company access to a range of expertise and resources as it continues to expand its ranges in Europe. It’s also seen Timberland’s workwear range, Timberland PRO, brought into the same stable in the UK. This means the merchants the Dickies team works with now have access to both brands, allowing them to match broader tastes and budgets while using the same workwear supplier. The Timberland PRO range has been completely reinvigorated, using the latest technology and with an ethos of responsible innovation at the heart of every design.

PBM speaks with Rob Haines, UK Sales Director for the Dickies Workwear and Timberland Pro (VF Workwear).

Q A

How did you get into the industry and to your current position? My first job on leaving school was in the merchant industry as a trainee with Arnold Laver. After leaving to pursue a career in external sales I eventually joined Dickies where I found myself linked with the industry again as merchants started to recognise the potential that selling workwear presented. I’m now in my second spell with Dickies after re-joining in 2005 following similar roles with Buckler and Marshalls. I became Sales Director in 2016.

Q A

How do you feel the industry has changed in recent years? The rise of digital technology has had a massive impact in our sector. With competition from ecommerce, merchants can’t neglect their displays (both online and instore) and leave the items to sell themselves. It’s important to refresh the products on offer and get the balance right on price. Plus, today’s consumers are looking for better quality and fashionable brands, even in workwear. We’ve seen some merchants really excel as they’ve met these challenges. They have great relationships with their clients and, with the right product knowledge, they’ve become true workwear sales professionals in their own right

Q A

What are your perspectives on the impact of Covid-19? The Coronavirus outbreak is undoubtedly a huge challenge, both from a sales point of view and

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product supply. Most workwear is manufactured in countries that were hit by the virus a few months before the UK felt the impact. This means we’ll be seeing a longer-term impact months after we’ve returned to some sort of normality.

“Today’s consumers are looking for better quality and fashionable brands, even in workwear. We’ve seen some merchants really excel as they’ve met these challenges.” From a sales point of view, clothing and footwear is a very ‘touch feely’ type of product and in-store browsing allows consumers to get a better feel for the quality of what’s on offer. As browsing in stores won’t be so easy with social distancing measures in place, it will be more challenging for merchants to promote their products.

Q A

What are the challenges facing the merchant sector in particular? With ever-improving automation in the distribution process, manufacturers will find it increasingly

easier to sell direct to the consumer (DTC). Unfortunately, where many merchants have recently looked to withhold payments and change trading terms overnight, manufacturers are likely to continue to view DTC as a more attractive proposition. Merchants can play a very important role in the route to market, but it’s equally important that too many trading obstacles aren’t put in place.

Q A

What has been your biggest challenge so far? The acquisition of Dickies by the VF Corporation in 2017 bought many changes and we’re still experiencing those now. Adapting to a new way of working is always a challenge, but the team at Dickies Europe has embraced the change and VF is an incredibly exiting company with a great track record — so the biggest challenge has also become the biggest opportunity.

Q A

What has been the highlight of your career to date? Being involved with the relaunch of the Timberland PRO brand in Europe has been very exciting. It’s rare you get the chance to start with a blank sheet of paper and develop products and a sales strategy from scratch. It’s equally rare that you get to do it with a brand that has such high awareness and recognition as Timberland PRO. ■ For more information on Dickies, visit www.rdr.link/ms004

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PLUMBING & HEATING

Touch-free future

nfrared (IR) technology affects all of our lives on a daily basis when we pick up a TV remote control unit or turn on a heater. And when it comes to specifying, refurbishing and designing domestic bathrooms and commercial washrooms, occupancy-sensing product developments incorporating IR can deliver a lifestyleenhancing added value solution that undoubtedly increases hygiene, but can also save water resources and improve the enduser experience. No-touch required Bathroom washbasin taps are firmly under the spotlight now that focus is being placed on regular hand washing to minimise the spread of the Covid-19 virus via cross-contamination. Deck-mounted IR taps providing hygienic, hands-free operation,

which are typically supplied with either 3.5 or 5 litres per minute flow rate nozzle options. For example, with Cistermiser’s curved-bodied Vectatap or modern-styled Novatap, water flow is turned on when the user presents their hands to the IR sensor located on the lower body. When the user’s hands are moved away, the flow of water stops after a two-second delay. Also suitable for situations where less-abled or elderly users may find it difficult to operate conventional taps, these taps can provide a practical solution for delivery of cold or temperature controlled hot water supplies. Water flow run-on time and the IR sensor range between the tap and the user’s hands are fully adjustable, however these mains or battery-powered touch-free washbasin taps will automatically switch off after 60 seconds continuous flow, to prevent water wastage. Catering for both young and old Bathroom design must continually evolve to meet the changing needs of our society and IR is entrenched in the heart of ongoing product development. A rise in multi-generational households means that not only do WCs need to be appropriate for toddlers and young children, they are also increasingly being called on to be suitable for an ageing population, possibly

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Kevin Belben, Technical Applications Manager at Cistermiser and Keraﬂo, considers how the latest infrared ‘no-touch’ bathroom products are ﬂying off stockists’ shelves as personal hygiene becomes an increasingly important feature of the Covid-19 landscape. living with dementia and requiring help when using the toilet. If a carer is assisting to perform multiple simultaneous tasks in the bathroom, the use of IR no-touch activation can definitely help to get everything done quickly, easily and hygienically. Indeed, IR has started to consign traditional toilet flush handles to history, firstly in commercial washrooms and now in domestic bathroom settings. Infrared sensor-activated WC flushing valves, such as the Easyflush combined flush and filling valve from Cistermiser, can be installed in either Walkaway or Wave options. With solutions for close-coupled or concealed cistern-fed installs, they’re programmable in a variety of ways, giving full control over the volume of water used and whether the toilet flushing is activated by ‘touchless’ operation (with a wave of the hand), or ‘occupancy sensing’ operation (by simply standing up and walking away from the WC). Offering practical on-board advantages, intelligent IR-activated washbasin taps and toilet flushing valves are easy to operate, minimise water wastage and help to give peace of mind to family users across all age groups, regardless of their physical or mental capabilities. Builders’ merchants need to be in a position to sell products that are ‘of their time’ and future proofed. As our sales during the Covid-19 demonstrate, this upward trend is going to continue as society places more focus on hygiene, ease of use and water saving. ■ For more information on Cistermiser’s range of ‘no touch’ solutions, enter the shortcode www.rdr.link/ms005

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PLUMBING & HEATING

Boosting the flow and pressure from a home’s incoming mains supply can drastically improve the performance of taps, showers, baths, and many other outlets across the whole home. Ken Vance, Training Manager at Salamander Pumps, explains what your customers will need to know when it comes to boosting mains water.

Under pressure T

housands of households across the UK suffer from low water pressure and flow, yet many homeowners are unaware that it is possible to improve existing water pressure in their home, according to a survey conducted by Salamander Pumps in 2018. Aiming to create a simple solution to boosting mains water pressure and flow for plumbers, Salamander Pumps has launched its new MainsBooster range. Comprising 11 different products, the MainsBooster range provides a quiet, lightweight and easy-to-install solution to all domestic and light commercial mains water boosting needs. What causes low water pressure? Low water pressure in a home can be caused by a variety of factors — from the plumbing system, to the time of day. If a home has a mains fed combi boiler or unvented cylinder, it’s very common for water pressure to fluctuate during the day. During peak times before and after work, often the whole street will see a drop in water pressure as the demand from residents increases. Another cause of low water pressure could be from faulty and old plumbing

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fixtures. One example of this is mineral build up within the pipes. In areas of the UK with hard water, over time limescale deposits can collect inside the pipework, reducing the room within the fittings for water to move through, therefore reducing the flow.

“There is a general misconception that you cannot boost your mains water due to the Water Regulations of 1999, but actually there is an effective way to improve water pressure and flow in the home.” What do Government regulations allow? There is a general misconception that you cannot boost your mains water due to the Water Regulations of 1999, but actually there is an effective way to improve water pressure and flow in the home.

Government regulations state that pumped mains water must not exceed 12 litres per minute (l/m), but during busy times of the day many households experience flow much below this and there are products available on the market that allow a home to increase its water pressure and flow to up to 12 l/m, including Salamander Pumps’ CombiBoost and HomeBoost inline pumps. HomeBoost is an intelligent, WRAS-approved, inline pump, which is attached directly to a home’s existing mains water supply and works by monitoring the water flow through the pump, only kicking into action when needed. When the pump recognises that flow is less than 12 l/m it will boost the water flow

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up to this limit. However if the flow naturally rises above this, the pump will enter standby mode, neither assisting nor restricting the flow, meaning it fully complies with the regulations. Alternatively, CombiBoost is designed to boost mains flow to up to 10 l/m. This pump is again fitted directly onto the incoming mains supply, and is more suitable for smaller households and combi boilers which are looking to improve their water performance. Boosting beyond 12 l/m For larger homes, multiple bathrooms, and larger installations with a greater water demand, 12 l/m may not be sufficient to run multiple showers and outlets simultaneously. In these situations, a greater flow and pressure across the home is needed, meaning homes will need to store water at pressure, so as to remain within the water regulations.

To achieve this, a home can have an accumulator tank installed. Depending on the size of tank, these can provide flow of up to 36 l/m per tank. AccuBoost, Salamanderâ&#x20AC;&#x2122;s new range of accumulator tanks, has been designed to provide a simple, easy to specify solution to mains water boosting needs. Consisting of nine different models, the accumulator tanks store mains cold water at pressure, before releasing the water into the system when an outlet is opened. The AccuBoost range comprises five different sizes; 60l, 120l, 180l, 300l, 450l, with all sizes available as pumped or unpumped, with the exception of the 60l which is pumped only. These tanks can provide homes with flow rates higher than 12 l/m, whilst still complying with UK water regulations. Plumbers should choose pumped models when mains water flow is less than

12 litres per minute or static pressure is less than 2.0 bar. The tanks also provide the option to link multiple together, depending on the space available in the home, and the required demand. â&#x2013; For more information on boosting mains water pressure, product information and easy to use specification support enter the shortcode www.rdr.link/ms006

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PLUMBING & HEATING

Gary Perry, MD of Altecnic, argues that merchants and installers can maintain their reputations and ensure the safety of the end customer by providing fully accredited products.

Better safe than sorry A

lthough price is important in all buying decisions, when it comes to both stocking and selecting plumbing and heating parts, the key criteria is that they meet the required safety standards and are fully accredited with the right industry bodies. This is particularly important when dealing with potentially scalding water or appliances that are fed by oil or gas. Furthermore, authentic, accredited, quality products mean less customer service issues and returns — and will strengthen your reputation as a trusted supplier, whether you’re a merchant or an installer. These products should come from a trusted manufacturer; they should be chosen and installed with the performance of the system in mind — a one-size-fits-all often won’t work. A reputable manufacturer will have invested heavily in making sure their products are tested rigorously. For a new product, this is often expensive, which is why great effort is put in during the development stages to ensure only quality and safe materials are used in production. For example, Caleffi’s drive for the highest manufacturing standards means that it has almost 100% ownership over the complete manufacturing process of its

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products — from hot brass pressing (Pressco) through to its techno polymer stamping facility, this allows optimum quality control at every step of the process. If your trade customers are looking to install an efficient system that delivers on performance and meets the test of time, the cheapest route is usually the wrong route. With fully accredited products, your customers can benefit from the peace of mind that they made the right decision.

approval is an easy way to demonstrate compliance for a material or water fitting.

What to look for Products should carry the most recent accreditations such as Water Regulatory Advisory Scheme approval (WRAS) and the CE Mark, and proper efficiency testing is a minimum. This should either be present on the packaging or accompanying information, or just a quick online search away.

The domino effect At this time of trying to cut costs to recoup on loss of earnings and profits, it would be tempting to look for cheaper products to buy. However, in the heating and plumbing industry not only would this be a false economy, it could also be a dangerous move. By looking out for the accredited, authentic products you are not only keeping everyone safe but also encouraging all manufacturers to go down the accreditation route — to make products that merchants and installers want to buy.

WRAS WRAS accreditation means the part you are selling or using complies with the Water Supply (Water Fittings) Regulations or Scottish Bylaws. This means that the water fitting does not cause waste, misuse, undue consumption or contamination of the water supply and are of an ‘appropriate quality and standard.’ WRAS

CE Mark CE marking, or ‘Conformité Européenne’ (European Conformity), is required for many water industry products. By having the mark on products, it shows that the manufacturer has checked they meet EU health and safety and environmental requirements and comply with EU legislation.

■ For more information on Altecnic, and the accreditations it holds, enter the shortcode www.rdr.link/ms007

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PLUMBING & HEATING

The heat of the moment W

hen it comes to underfloor heating, your customers might already be pretty clued up, but for those who need a bit more support, a great place to start is understanding the benefits it can bring for home owners. Starting with how it looks, UFH means there is no need for traditional bulky radiators, making it perfect for smaller rooms because it frees up space. It is also much more efficient. Traditional radiators heat the air around them, which can often mean the warmth is unevenly distributed. By comparison, UFH can

Summer might not seem like the time to be thinking about underfloor heating but it’s actually the perfect time to get everything prepped ahead of the weather turning later in the year. Steve Harris, Technical Expert for Wavin Hep2O, presents the latest information to ensure that merchants will be equipped to deal with any customer questions that come their way over the next couple of months.

provide a more consistent temperature, as the pipework runs underneath the entire floor. The pipes distribute heat through natural radiation, as warm water is dispersed evenly under the floor. This means homeowners can set their thermostat lower than they would with other heating methods, helping them reduce energy bills. In fact, UFH has been found to be 15 to 20% more energy efficient than traditional heating systems. Even your savviest customer might not know this, but UFH can help create a healthier living environment. The warm

floor stops the growth of fungi and dust mites, meaning there are fewer allergenic particles in the air, which is great for reducing the chance of people developing breathing problems. Recommending the right system It’s important your team has a strong knowledge of the various UFH systems that are available so that they can support customers in picking the most suitable one for the job. There are three to choose from — staple systems, system plates and panel systems: Staple System: In new-build properties, where the floor will be screeded after installing underfloor heating, a staple system is the most appropriate. These systems feature a length of flexible pipe that is fixed in place at regular intervals. This means that installers have considerable freedom to fit the system into irregularly shaped spaces. Any type of screed can be applied to both staple systems and system plates, but liquid flowing screed is recommended for the best

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system performance. The depth of screed required will vary depending on exactly which screed is used, but in systems where the floor installation has pre-cut channels to hold the pipe, less is needed. System Plates: If the rooms are a regular square shape, then system plates are the best choice. These systems have pre-formed grips that hold the pipe in position, enabling a highly efficient and even installation. System plates also protect against damage from people walking around before the screed is laid. Panel System: If a customer is looking for advice on installing UFH on a renovation project, then a good recommendation is to select a low-build panel system, which will have minimal impact on the floor height. Some panel systems on the market are just 15mm high, meaning they can be fitted easily over existing floors.

It is also possible to source low-build systems featuring additional insulation to minimise heat loss through the floor below, and diffuser plates that further improve the distribution of warmth throughout the space. When advising on systems for the upper storeys of a building, you can recommend panel systems specifically designed for a joisted or battened floor. These systems minimise impact on the floor height and reduce heat loss into the space below. Support for installers Knowing what’s what when it comes to UFH will really help installers make the right product choices, but knowing how long a project should take and what guarantees different products offer is important, too. Usually, installing an underfloor heating system takes around a full day to complete,

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which includes pipework and the manifold. Furthermore, the majority of UFH products come with certifications and guarantees. For example, Wavin Hep2O UFH products are approved to BS EN ISO 9001:2008, with the push fittings guaranteed for 100 years. The future of UFH UFH is only expected to grow in popularity in new builds and renovations, particularly as temperatures take a dip later in the year. It’s an ideal time for you and your team to get to grips with the latest heating systems so you can provide knowledge and expertise that helps out your customers. ■ To watch a series of informative videos on Hep2O’s underfloor heating systems, enter the shortcode www.rdr.link/ms008

JANUARY 2016 PBM 35

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PLUMBING & HEATING PIPESNUG FLUESNUG The team behind PipeSnug has launched a larger ‘FlueSnug’ version to fit all 100mm boiler flues. The product can be installed in less than five seconds and snuggly fits the 152mm core-drilled hole in the wall through which the boiler pipe and flue exits. FlueSnug can be used both inside and outside the property for the best finish and prevents heat escaping and acts as a barrier to drafts, damp, insects and pests. Approved by major boiler manufacturers, FlueSnug claims to be the quickest, and most cost-effective way to comply with forthcoming changes to Part L of the Building Regulations.

For more details on FlueSnug visit www.rdr.link/ms009

BAXI HEATING CYLINDER AND BUFFER RANGES Baxi Heating has expanded its commercial hot water storage portfolio with the launch of new cylinder and buffer vessel ranges. For example, new to the Remeha portfolio is the Remtank 316 Stainless Steel cylinder range which provides a flexible, low maintenance solution for sustained heat in buildings with year-round heat demands. The 8-bar cylinders are available in single and twin coils from 300 to 1,000 litres. Similarly, Andrews Water Heaters has expanded its product portfolio with the introduction of a range of 316 stainless steel 10-bar pressure Duplex cylinders from 300 to 2,500 litres. With a choice of single or twin coils, they are designed to meet even the toughest commercial demands. The Andrews Water Heaters range also has the new FLEXIstor cylinder series, designed for applications where an independent hot water system is required. Connections facilitate various heat sources and there are optional immersion heaters for auxiliary heat input.

For more information, enter the relevant shortcode: Remeha portfolio www.rdr.link/ms010 Andrews Water Heaters www.rdr.link/ms011

VOGUE (UK) ASTUTE DOUBLE RADIATOR With over 30 years’ experience in reducing its carbon footprint, Vogue (UK) has launched the aluminium-made Astute range. As well as being an eco-friendly metal, aluminium is renowned for its ability to conduct heat rapidly, which ensures the range heats up quickly and easily to save both time and money. Available in either a White or Anthracite finish as standard, Astute is available in either a single or double column option.

Comprehensive information on the Astute range can be viewed via www.rdr.link/ms012

VAILLANT SENSOHOME & SENSOCOMFORT Developed in response to both consumer and installer feedback, the sensoCOMFORT and sensoHOME controls are said to offer increased connectivity, a modern design and ease of use. Both models feature load compensation and weather compensation as standard, while the wired sensoCOMFORT can control up to five heating zones with individual room temperatures. Vaillant has also extended the guarantees offered on its controls range to match the boiler or heat pump that it’s installed with, meaning it could be covered for up to 10 years depending on the product fitted.

UNICO SYSTEMS INDOOR AIR QUALITY Supporting the launch of Unico Systems’ small duct heating, cooling and ventilation into the UK, fromer Worcester Bosch CEO Richard Soper CBE, is predicting a renewed interest in indoor air quality amongst homeowners, residents and developers. Following some scorching hot weather, Richard said: “We’re all spending much more time at home due to Covid-19 and people are considering how to improve conditions in the home. With the UK set to get even hotter over the coming years, demand for the type of climate control and filtration currently only found in cars is only going to increase.”

For more information on Unico System enter the shortcode www.rdr.link/ms014

To find out more about the senso range of smart thermostats from Vaillant, visit www.rdr.link/ms013

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INFORMATION TECHNOLOGY

Digital demand The acceleration towards greater ecommerce-enabled trading is allowing certain merchants to emerge from the Covid-19 crisis in a healthier and more confident position. BPS, an independent merchant based in the midlands, tells PBM about the lessons it has learned and the changes it has made to its business as the country tentatively steps further out of lockdown.

oronavirus has sent shockwaves through the builders’ merchant sector, as its business model has been required to fundamentally change. As the outbreak brought the UK economy to a shuddering halt, in common with many other merchants, BPS was forced to close all of its branches and shut down its website almost overnight. The extent of the pandemic was an event that few could have predicted and even fewer had made contingency plans for; there was no playbook to rely on to rescue the situation. However, BPS states that it has emerged from the crisis in a stronger position thanks to two reasons — firstly, the dedication and hard work of the team in branches but also the fact that it had spent the previous 18 months getting its e-commerce solution optimised with frictionless customer journeys. The background Established in 1934, BPS has been owned and run by the Dibble family for around half a century. In broad terms, it is a ‘traditional’

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merchant business that offers a one-stop shop service, mostly to the white van trade whilst steps have also been made to attract the retail customer — a process described as having been ‘hard work’. Great customer service and an extensive stock are key USPs for the company, which now operates seven branches across the Warwickshire, Gloucestershire and Worcestershire areas. Its typical customer is described as ‘extremely loyal’ and would normally go into the branches two or three times a week, with an average sale of £50-£60. However, as Finance and IT Director David Battin admits, the business does have an ageing customer base: “Like many traditional merchants, our customer base was an average age of 40 to 50+. It would seem that there are not the same numbers of new people coming into the sector since the last recession. “We do have a loyal customer base that comes to us as we have knowledgeable, friendly staff along with a high stock availability. We have tried to attract the general public but they are sometimes nervous about

coming through the door, due to the perception of merchants being a place for professional builders only, so despite trying to stock more retail-focused brands we did not have as much success as hoped.” Steps to ecommerce The BPS ecommerce journey initially started about seven years ago with a website that offered a limited level of functionality and an even more limited range of stock — mostly doors, ironmongery, garden sheds and play area equipment. David explained: “We used to do about £50k in online sales annually within the context of a business that was turning over about £15million. We could only put products on the website that had the right product data on our ERP system, BisTrack, and stock was extremely limited.” Discussions began with eCommonSense around 18 months ago about the provider’s specialist website solutions for builders’ merchants. David said: “We instantly saw the potential of what its product data solution

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offered. Also, the website would have the structure and design simplicity that our existing provision lacked. The company understood our customers, and this was reflected in the efficient customer journey.” It took another 12 months of hard work before BPS ‘went live’ last September, starting with a soft launch — meaning hardly any marketing was done — to ensure that the business could gradually prepare for the impact of increased web sales. Even so, BPS immediately saw sales double to up to around £10k a month. A hard launch followed in January and sales started to climb dramatically. Then came Covid-19 and everything stopped. “When coronavirus hit, the world of retail changed in an instant. We shut down all seven branches on 31 March and took the website offline as we had no way to service orders,” said David. “Fortunately, we kept all our ecommerce staff on and spent the next three weeks putting more content on the site and sent out marketing emails to existing customers. “We went from having 300 accounts to 800 in just three weeks. When we opened up for business online on the 22 April, we offered customers a click and collect or phone and collect service.

“On the first day the website received 100 orders, with an average order size of £90 which was up from £70. This then repeated day after day. Within the first 30 days we had orders of about £170k — more than we had done in an entire year with the previous website”. “We also were getting a new customer base — suddenly the retail customer was coming to us as the website did not have the same barriers and many of the retail DIY shops were still shut,” added David. “Online business is now making up around 15-20% of total turnover and if the online business was a physical branch, it would in itself be equivalent to one of our largest.” Revolution not evolution “We have had to learn very, very quickly. We wanted an evolution with a mapped-out ecommerce growth strategy — instead we got a revolution and had to create things on the fly very quickly. We haven’t necessarily got everything right and we are still learning, but if we had not had the new ecommerce system, we would have seen only 50% of the orders we expect at this time of the year,” David revealed. The exciting thing for BPS is that it is now opening up new markets and opportunities. David said: “The retail customer is no longer intimidated, so this area is expanding massively for us. We are also looking to see how we can

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improve the customer experience even more, with self-service style order points in branches, like McDonalds, so that we can reduce wait times. We are also hoping that our staff will embrace the changes and the new system will encourage new staff to join us” So, what’s next for BPS? It is currently looking to get 100% of its products online from a current level of about 70% but the business is reliant on getting data from suppliers. “This has been the hardest thing” noted David. “Product data — it really is the number one issue that merchants and suppliers need to sort out.” He added: “We are also looking to integrate our Amazon shop into the portal to reduce back-office paperwork and we are close to launching another site specialising in Architectural Ironmongery in the next month. Our online presence is opening up the market to us.” Overall, BPS states that it has come out of the other side of the coronavirus crisis full of hope and planning for expansion into new markets into the future. With lessons for many other merchants, who may not have been so fortunate, the BPS experience suggests there can be a brighter path ahead. ■ To view a demo of eCommonSense’s website solution for merchants, enter the shortcode www.rdr.link/ms015

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INFORMATION TECHNOLOGY

Marking a milestone 2020 sees Blue Rock Systems celebrate 15 years in business. Sales Director Glen Jewell talks about the company’s development and growth against a backdrop of change in the merchant sector.

or every business, a new milestone is a measure of the hard work and passion of a dedicated team. The nature of our industry means we don’t have the luxury of resting on our laurels at any moment and each team member is a vital part of our operation; and we wouldn’t have it any other way. We work with complicated businesses of all shapes and sizes. Our challenge is to offer expertise, assistance and practical knowledge to our diverse range of customers. We understand that no two businesses operate in quite the same way so, in order to see our customers flourish, it takes that little bit extra to ensure success, growth and profitability. In the beginning Southampton has been HQ for Blue Rock Systems since the very beginning, with a move across the River Itchen to the beautiful Shamrock Quay Marina, where we have stayed as we’ve worked to expand the business. 2005 saw Blue Rock acquire CMS and work towards increasing projects until, in 2007, we celebrated our 100th customer. Two

32 PBM JULY/AUGUST 2020

years later we acquired Sense Computers in Nottingham and comfortably expanded Blue Rock to include a larger team and a second office in the Midlands. 2013 saw us become an NMBS approved supplier, before being chosen to deliver our Buying Group solution to the NMBS itself. In 2014 we acquired two smaller businesses that brought new team members and access to a secure server farm in Kent, which enabled us to offer cloud hosting services for software and existing clients. 2015 was our 10th year in business, with 50 members of staff and over 350 customers. Since then the company has worked tirelessly to strengthen the aspects of our business that have made it so successful — working with our customers to provide them with modern solutions that will allow them to improve efficiency, analyse data more effectively and ultimately, achieve their business goals. An independent working with independents Blue Rock Systems has always been an independent business dedicated to working with independents. This reputation has

accompanied us while we have become firmly rooted in assisting SME businesses; all the while building our credibility, references and resource. Our growth has seen the team are taking on bigger projects while maintaining a personal service and meticulous attention to detail. Blue Rock has always operated in vertical markets with our primary focus in distribution and supplies, and the buying groups of these organisations. Building Supplies would be our core, where our references have enabled us to grow laterally throughout the merchants and up the supply chain to their suppliers and manufacturers. In a similar mode, we also have a growing number of cleaning supply organisations, plus food, medical and several others. We stay active in our community, too. For the last few years Blue Rock Systems has taken up sponsorships of the Website and Digital Initiative of the Year category at the

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Builders Merchants Awards for Excellence; we have significant presence at other exhibitions around the UK and have sponsored customer events over the years. The Blue Rock brand is

stronger than ever, and we make it our mission to remain as connected as possible to our customers and their industries. Amongst our customers we have facilitated numerous upgrades to the latest version of their chosen software packages. Benefits such as streamlining work processes, providing detailed analysis and improving communication between departments allows businesses to concentrate on their core activities and ultimately sees them generating profit. Our customersâ&#x20AC;&#x2122; success is central to our success, and weâ&#x20AC;&#x2122;re thankful for the trust they have put in us over the years.

compared with just 1 out of 10 in the first year. This setup offers peace of mind for our clients in a time where data location and security are critically important (with the bonus of a team of professionals monitoring the hardware and administering updates). The future for Blue Rock Systems is looking very bright. Our newest team members bring extensive skillsets in programming, project management and hosting. We have expanded our key marketplaces to include Buying Groups and continue to bring new and exciting projects to our skilled consultancy, development and support teams.

The future is now Hosting has become as big a part of our business as we anticipated when we purchased space in The Bunker back in 2014. We now estimate that 9 out of 10 clients prefer to go for our privately hosted cloud solution,

â&#x2013; For more information about the services offered to merchants by Blue Rock Systems, including customer testimonials and video demos, enter the shortcode www.rdr.link/ms016

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INFORMATION TECHNOLOGY

Smarter sales With the coronavirus crisis continuing to put commercial relationships under extraordinary strain, sales teams need to be at the top of their game to keep order books ticking over. John Downes, construction industry specialist at sales enablement software developer sales-i, outlines the key imperatives for sales professionals fighting to protect customer relationships right now. 1: Be flexible and collaborative As operators the length and breadth of the construction supply chain feel the fall-out from the Covid-19 crisis, there has never been a greater onus on working flexibly and collaboratively towards the common good. This is particularly important for SME traders, who rely on having a constant revenue stream to survive as well as larger distributors who typically live off slim margins and tight cashflow. Of course, such a philosophy relies on all links in the chain playing their part. With such widespread pressure on construction supply chains, this means accepting that basic business provisions that were once a given,

34 PBM JULY/AUGUST 2020

such as product availability, delivery times and dates, now need to be considered differently. There are myriad examples of suppliers thinking out of the box and going the extra mile to work collaboratively, whether it’s delivering building materials direct to site or providing ad-hoc warehousing arrangements. Your business’ reputation let alone survival could rest on you emulating them.

2: Think common sense on costs and payments With firms across the board experiencing deep uncertainties as to whether they will be paid for products and services already delivered, let alone potential future orders, a pragmatic approach to managing the numbers is essential. That means considering practical measures like extending payment terms, granting payment ‘holidays’ and creating tailored payment plans to keep goods moving and customers on board.

What’s more, while in some industries, supply shortages are inevitably leading to justifiable price increases on high demand items (ONS data shows the online cost of cough and cold remedies rose by more than 10% in the week ending 29 March from the previous week) building product manufacturers and distributors should resist the temptation to artificially inflate prices at all costs, or risk being memorable for all the wrong reasons over the long term.

3: Ditch the hard sell but stay closer to customers Being customer-centric and fostering contacts is a given for sales professionals in times of crisis, but the unique circumstances we find ourselves in today require a tailored approach. That typically means shunning the sell altogether in favour of strategies that nurture existing customer relationships with a view to staying front of mind when business conditions improve. The most forward-thinking sales pros at this time are going as far as revisiting previous interactions with customers to analyse trends and draw insights. This is particularly applicable in larger sales operations where many staff have been

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■ As a BMF member, sales-i says its sales analytics software and customer data management will help merchant businesses to “sell smarter, gain a competitive advantage and raise profits”. For more information on the company’s solutions for merchants, enter the shortcode www.rdr.link/ms017

furloughed and customer relationship management has been passed on ‘cold’ to a new salesperson. Whatever the circumstances, knowing your numbers inside out is absolutely imperative at a time when every penny counts.

4: Dial up the data With videoconferencing, webinars and remote working now a ubiquitous feature of the daily new normal, the crisis has already brought home the benefits of harnessing technology to do better business. When it comes to the construction sector, where product lines can run into the many hundreds, buyers are typically awash with sales data, yet all too frequently, don’t capture it effectively or cleanly enough to derive any meaningful insights. With so many sales operations running at a slower pace or indeed mothballed

altogether in the sector right now, this presents a golden opportunity for individuals to deep dive into their client’s data to gain actionable insights and anticipate likely future trends. It is also worth remembering that furloughed staff can still legally undertake training at this time, presenting a further opportunity for individuals to brush up on existing sales enablement software and wider CRM solutions.

5: The million-dollar demand question When exactly a bounce back in economic activity might occur is the burning question on everyone’s lips right now. But with such variation in the modus operandi of different specialisms within the sector, planning accordingly can seem near impossible. Given many materials, fixtures and

appliances used in both residential and commercial construction are either imported or contain parts and components from abroad, particularly China, considerations around availability and stocking will undoubtedly be a key concern — ranging from what to do with unsold items and how and where to store them, through to concerns around over and understocking and anticipating and fulfilling potentially deep fluctuations in customer demand. As such, manufacturers and merchants should give extra consideration to their product mixes and how flexible they could become to work in a period of muted and unpredictable demand.

A once in a generation challenge These are truly extraordinary times for the construction sector businesses but thankfully there are already some tentative bright spots emerging from the gloom. That said, with a global recession looming, there will be few quick fixes to opening up supply chains, reigniting demand and ultimately, stimulating wide scale confidence. To play their part, construction sales teams throughout the supply chain are going to have to work smarter and more collaboratively than ever to ride out the worst excesses of this once in a generation crisis.

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INFORMATION TECHNOLOGY B2B.STORE ACCESSIBLE DIGITAL COMMERCE A multi-award winning digital commerce team has launched a free, merchant-specific ecommerce platform that works across mobile, desktop and tablet for plumbing and hardware wholesalers looking to grow their business digitally or create new routes to market. b2b.store is the new freemium offer from RNF, which initially made its name in the food wholesale sector, winning a host of industry awards. The new platform is said to offer merchants a fully-branded online ordering capability within 24 hours of receipt of product files. Rob Mannion, CEO of RNF/b2b.store, said: “All a merchant has to do is send a link to their customer for them to start placing orders. It also enables customers to research products and place orders at a time and place to suit them, boosting basket sizes, reducing errors and enabling non-contact payment — a particular benefit in this new Covid-19 world.” To get online, b2b.store customers simply need to provide product files in csv format and the app can be live in just 24 hours. Merchants looking for greater functionality will be able to upgrade their plan to include certain premium features, such as barcode scanning, in-app advertising, product placement and a basket builder, which means their own customers can create lists and favourites for quick re-ordering. For more details, including a demo of the service, enter www.rdr.link/ms018

TEN-25 SOFTWARE CLOUD SOLUTION Ten-25 Software says it is welcoming new customers from a range of sectors thanks to its all-new, 100% cloud-based merchant trading system, UT400. Due to the fully digital nature of UT400, everything from demo to installation can be done remotely, keeping merchant staff safe and their business healthy. Ian Oldrey, the software company’s MD, said: “It has become increasingly apparent in recent years that merchant businesses need to embrace digital technology to keep up with the pace and demands of modern trading. For some that’s not a big leap, but for others who are still using manual or older legacy systems, it’s a lot to think about. Everything about UT400 from the ground up has been based on making that transition as easy as possible.” Given the ongoing Covid-19 situation, Ian added: “Thanks to the digital nature of this system, we are finding that it is perfectly feasible to manage the whole process — from initial enquiry to online system demo to installation and onboarding — on a fully remote basis. Obviously we prefer to meet customers in person, but with that being difficult in the current climate, we’re delighted to be able to offer a really workable alternative.” For more information on UT400 including video demos, enter the shortcode www.rdr.link/ms019

KERRIDGE COMMERCIAL SYSTEMS K8 WEB TRADE Given the impact of the coronavirus, one of the current priorities for Kerridge Commercial Systems has been to bring forward the development of certain products, deployable in days, which can enable merchants with no existing ecommerce capabilities to start competing “very quickly” with those already trading online. James Mitchell, UK Managing Director at KCS (pictured), said: “The internet has been the go-to place for everyone in this crisis — whether it’s for communicating with family or for doing business. Trade and consumer customers will now expect their local merchant to have web capabilities that match what they’re used to in other areas of their personal and business life. Unfortunately those who have only previously paid lip service to trading online are going to lose out. “Our response has therefore been to develop several key products enabling the very quick deployment of integrated and non-integrated e-commerce sites — for example, a connector designed to manage transactions from sales platforms such as Amazon more cheaply and easily; and a sales rep portal that will allow sales reps working from home to take orders remotely on our K8 ERP solution.” K8 WebTrade, for instance, is a Cloud-based integrated website, designed for very quick and easy deployment by merchants already using K8. It gives their trade customers access to an extensive product catalogue and shows personalised pricing and stock availability. Customers can log on securely and place orders that are immediately imported into K8 ready to be processed. They can also browse their account and, most importantly for the merchant, make payment online. Click www.rdr.link/ms020 for a free taster which outlines the style and content of the course.

36 PBM JULY/AUGUST 2020

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Border Merchant Systems says its CounterAct customers can have a trading website developed in a Magento 2 platform thatâ&#x20AC;&#x2122;s fully integrated with their CounterAct system. Comercial Manager Phil Davies said: â&#x20AC;&#x153;Border is part of the Hermitage Innovation Group (HIG) which has two specialist web development companies in the group â&#x20AC;&#x201D; Stratus 21 and WKd. This access to

knowledge allows Border to offer a single point of contact for both CounterAct and web projects.â&#x20AC;? Owned by Adobe, Magento is one of the worldâ&#x20AC;&#x2122;s leading ecommerce platforms and is used by thousands of companies of all sizes around the world to trade online. Magento is described as â&#x20AC;&#x153;endlessly customisableâ&#x20AC;? so websites can look distinctive and also has a massive range of extensions available through its Marketplace which Border can utilise to keep development costs down. Borderâ&#x20AC;&#x2122;s Magento web integration caters for cash sales, account sales as well as providing online account management facilities. Information about stock is held in CounterAct in the normal way and additions and changes are automatically synchronised with the website. Furthermore, CounterAct allows for multiple pricing options allowing separate web pricing to branch pricing, if required. For more information on CounterAct, enter the shortcode www.rdr.link/ms021 ÂŽ ÂŽĆŞĆ&#x2013;Ä&#x203A;Ä&#x203A;ĆŞÉ¤ Ä&#x201D;Ä&#x201D;Ć&#x2013;Ä&#x203A;Ć&#x17E;Ć&#x17E; ĆŞĆ&#x2013;Ä&#x203A;Ä&#x203A;ĆŞÉ¤ Ä&#x201D;Ä&#x201D;Ć&#x2013;Ä&#x203A;Ć&#x17E;Ć&#x17E;

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GRAHAM PLUMBERSâ&#x20AC;&#x2122; MERCHANTS NEW APP

GUILD OF ARCHITECTURAL IRONMONGERS ONLINE COURSES Buildersâ&#x20AC;&#x2122; merchant staff, including customer service and trade counter colleagues affected by the coronavirus crisis and still on furlough, are being encouraged to utilise online training resources to upskill as the industryâ&#x20AC;&#x2122;s recovery phase continues. The Guild of Architectural Ironmongers says its online Foundation in Hardware course is an ideal option for many in the sector and is designed for those who are not involved in architectural ironmongery as their day-to-day job, but do need a basic knowledge of door hardware. Consisting of 12 modules with â&#x20AC;&#x2DC;test yourselfâ&#x20AC;&#x2122; questions at the end of each section followed by a final exam, the course covers a range of door hardware products including hinges, closing devices, fire and escape doors and also looks at standards and the basics of access control. Click www.rdr.link/ms022 for a free taster which outlines the style and content of the course.

Indicative of the increasing digital journey being undertaken by many merchants, Graham has launched a new app which is designed to provide easy access to its product catalogue. Crucially for the merchantâ&#x20AC;&#x2122;s customer base of small heating and plumbing businesses, the app also simplifies the digital record keeping of all jobs and invoicing in line with the governmentâ&#x20AC;&#x2122;s Making Tax Digital (MTD) initiative. Created with tax digitalisation developers Powered Now, the app allows tradespeople to keep all of their documents in one easily accessible place. The app tracks their active customers, jobs and quotes as well as storing all important records from past activity. In addition, users are also able to easily browse Grahamâ&#x20AC;&#x2122;s product catalogue from which they can add individual items and product details directly to a quote, purchase order or invoice. Furthermore, when purchase orders are created by users, they are sent directly to Graham for processing. Crucially, the application is available offline to allow users to access their documents even without Internet access.

HOWARTH TIMBER & BUILDING SUPPLIES VIRTUAL DESIGN SERVICE Given the ongoing impact of Covid-19 restrictions on businesses, Howarth Timber & Building Supplies has adapted the format of its personal kitchen, bathroom and bedroom design service to provide consultations virtually. The free, no obligation design service can be accessed online and enables customers to get a personal consultation from the comfort of their own home. Once customers have provided certain details of their project online, including preferred layout and ideal budget, they can arrange an appointment which includes a virtual showroom tour, Zoom consultation with a dedicated designer and screen sharing to discuss plans. Marketing Manager Gavin Knowles said: â&#x20AC;&#x153;The current climate means many businesses are having to adapt in order to fulfil the needs of their customers whilst ensuring safe working practices. By putting a number of technical and safety resources in place, we can continue to provide our expertise remotely.â&#x20AC;?

www.professionalbuildersmerchant.co.uk

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TRANSPORT, HANDLING & STORAGE

Walking pace Speaking to the media on National Forklift Safety Day, Combilift’s MD Martin McVicar discussed materials handling evolution in a changing and challenging environment, for example outlining the benefits of pedestrian trucks in a merchant setting.

une 9th was National Forklift Safety Day in the UK and North America — an initiative to promote a safer working environment for all those who work with, on or near forklift trucks. Whilst this year’s events were to be somewhat restricted given the Covid-19 lockdown, undaunted, Combilift hosted a Zoom conference with a number of media titles to mark the day and discuss the safety issues related to materials handling. Leading the conversation, Martin McVicar, the firm’s co-founder and current Managing Director, explained that — in addition to enabling space saving and productive handling of loads of various sizes and dimensions — a cornerstone of Combilift’s design philosophy has always been to supply innovative handling solutions that reduce risk and prevent accidents. Indeed, Martin said that under this ethos of ‘safety through innovation’, many of the

company’s customers have cited more secure and safer handling as the reason they opted for a Combilift product over other types of forklifts. The commitment to safety by the firm has also been recognised by industry associations such as the Forklift Truck Association (FLTA) and British Industrial Truck Association (BITA), from whom it has received safety awards for its models or features that it has developed and incorporated into its products. To mark National Forklift Safety Day, the business says it had taken a closer look at some of its individual models across the surrounding week. Explaining how it considers they each contribute to enhanced safety procedures in the warehouse and other environments for loading and offloading materials, Combilift hosted a series of videos on its website and social media channels to showcase their key features in ‘real life’ settings.

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Noting that from the outset Combilift did not set out to make “regular forklifts” Martin explained the company had instead always concentrated on “developing products that solve particular logistical challenges”. Some 7% of turnover is invested annually into research and development, and many of its video features demonstrate the perceived performance advantages of its solutions against more ‘traditional’ machines. And whilst the company is perhaps best known for its multi-directional trucks and units specifically designed to handle long and awkward loads in restricted spaces, one of the products highlighted in the media video conference was the Combi-CS pedestrian truck. The machine won the Industrial Vehicles Category of the BITA Design4Safety Awards for its “unique, patented multi-position tiller arm” — a feature common to all its

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TRANSPORT, HANDLING & STORAGE

pedestrian models — which was developed to ensure maximum safety for the operator and other personnel who may be in the area where the trucks are operating, whilst facilitating the productive picking and placing of products in narrow aisles. The tiller arm can be turned to the left or right of the truck and enables push button rotation of the rear wheel parallel to the chassis and back again. This allows the operator to remain in the safest possible position when working in narrow aisles — specifically, at the side of the truck rather than at the rear as is the case with other pedestrian trucks. This reduces the risk of the operator being crushed or trapped between the truck and the racking. The video for the Combi-CS was filmed in a Homebase warehouse, however Martin specifically explained that such pedestrian forklifts could have a number of practical and safe uses within the builders’ merchant

40 PBM JULY/AUGUST 2020

environment, and especially in areas shared by staff and customers. Pedestrian trucks naturally operate at slower speeds compared to motorised rideon forklifts, and operators have a heightened awareness of their immediate environment as well as good all-round visibility of the load and the forks. However, high levels of performance remain essential and this is said to have underpinned the development of the Combi WR4 — described as the first purpose built 4way pedestrian reach stacker which combines multi-directional travel with features such as a pantograph reach, side shift and tilting fork carriage for handling long loads and pallets. It is said to be the only truck of its kind able to work in aisle-widths of 2.1m pallet to pallet and its ‘excellent ergonomics’, which enhance occupational health and safety for the operator, earned it an FLTA Award a few years ago. Avoiding overloading Also discussed at the Zoom media conference were a number of Combilift’s ‘ancillary’ options and additional safety features which have been developed to make life easier for operators. For instance, overloaded vehicles can tip and fall, resulting not only in damage to vehicles and stock, but at worst can cause serious or fatal injuries to personnel. There are several factors that can influence a forklift truck to become overloaded and the

load centre — the distance from the face of fork to the centre of gravity of the load — plays a crucial part. Forklift operators who are insufficiently aware of their forklift’s load capacity and the risks that come with exceeding this not only compromise their own safety, but also place everyone working around them at serious risk. However, Combilift states that as “we cannot expect forklift operators to have to constantly do the maths, we need to make life easier — and safer — for them”. Here, the Combilift Safe-Lift is an antioverload device which enables drivers to avoid the pitfalls of potential overloading. It incorporates a strain sensor on the mast and a lift cut-out valve positioned on the mast hydraulic lift hose. There is an audible alarm which warns the operator of an overload situation and an indicator unit is fitted to the dashboard in the cab. The operator can instantly see from the green, amber and red ‘traffic light’ signalling when there is a risk of overloading or when the forks are not fully engaged for example and take appropriate action. Fitting this simple and cost effective system to counterbalance trucks, says Martin, is an effective way to cut risks for the operators and other personnel — and also to avoid product damage as well as costly repairs. ■ For more information, and to see videos of the Combilift machines in action, enter the shortcode www.rdr.link/ms023

www.professionalbuildersmerchant.co.uk

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TRANSPORT, HANDLING & STORAGE

Digital dashboards EH Smith has worked with TruTac to deliver greater compliance control. PBM reveals more.

perating from a network of branches across the Midlands and South East, EH Smith Builders Merchants is now using TruTac’s tachograph and compliance software to help reduce driver infringements and produce monthly DVSA reports, in line with EU regulations and its FORS accreditation. With 85 drivers and a mixed fleet delivering from 12 sites, EH Smith upgraded from its previous tachograph system to TruTac’s TruControl web-based portal earlier in the year. Chris Paul, the merchant’s Transport Compliance Manager, said: “We moved from our previous supplier to TruTac because the software is intuitive and easier to use. Now, using a combination of TruAnalysis and TruView, we have brought down infringements and can monitor all relevant aspects of our vehicle and driver performance. “Plus, we can produce accurate reports in a fraction of the time previously spent.” Chris went on to say the fleet operations team rely heavily on TruAnalysis for tachograph analysis and compliance reporting, as it comes with manager and driver dashboards, online document management, digital signature capture and automatic emailed reports. He explained: “Following the remote

daily download of data from each driver and unit, we use TruAnalysis to provide an open path to each individual for driver debriefing and accurate email reporting back into the system. It’s quick and easy, with configurable dashboards and simple divisions management to give us close control, without the paperwork or potential for human error which was more likely to happen with the previous system.” In his role of Chair of the Transport and Distribution Forum at the Builders Merchants Federation, Chris points to not only EH Smith’s commitment to compliance and safety but also that it is able to share best practice amongst its members. He said: “The forum has been developed to share solutions that demonstrate compliance and enhance safety, while improving operational efficiency within our member’s businesses, such as those brought by TruTac’s integrated management software. “We work closely with other leaders in technology” he adds, “and given the size of our vehicle fleet and multi-drop delivery routes, we need all the information to connect seamlessly. For example, the telemetry from our vehicle tracking, provided by Verilocation and the driver data from the Tachosys digiDL card readers is

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■ TruTac has recently launched a brandnew TruFleet system for the planning and management of HGV maintenance and compliance. The intelligent fleet management software is said to enable transport managers to plan, organise and control all aspects of day-to-day fleet and O’ Licence management with features including vehicle history, maintenance records, safety inspections, defect reporting, rectifications and audit checks. Earned Recognition DVSA Approved, TruFleet has been designed to provide realtime updates on maintenance schedules, online storage for compliance documents, interactive dashboards and alerts. The system fully integrates with TruTac’s suite of compliance control products and “seamlessly integrates” tachographs, walk around checks and maintenance calendars.

captured and processed by TruTac, so that we can easily access real-time information from any online terminal. “This sort of close cooperation is what really counts and I’m pleased to say we have a long and successful working relationship with the TruTac team,” concludes Chris. ■ For further information about TruTac’s fleet management software, enter the shortcode www.rdr.link/ms024

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TRANSPORT, HANDLING & STORAGE

SIGNS EXPRESS VEHICLE SIGNAGE

HOPPECKE INDUSTRIAL BATTERIES POST-LOCKDOWN BATTERY CARE As lockdown continues to lift and operations get back to work, rarely has it been more important to pay proper attention to forklift batteries that have been out of action for several weeks. Accordingly, Hoppecke is reminding businesses to treat the live wet chemistry in lead-acid batteries with due care when bringing trucks back into use, otherwise capacity could be seriously reduced. Stuart Browne, General Manager at Hoppecke UK, said: “These days, more than 98% of warehouse fleets are electric and businesses rely on batteries to keep their supply chains moving. It’s vital to be aware that, during a prolonged period of downtime a battery will undergo changes that affect its performance.” The company explains that there a series of simple steps that can be followed to get forklifts up and running again and batteries should return to their full capacity relatively quickly. However, as Stuart adds: “Take the wrong approach and you could cause irreparable damage at a time when you really need to ramp up productivity.”

For more detailed advice from Hoppecke on the PBM website, enter www.rdr.link/ms026

Blanchford & Co took to Twitter recently to show the ‘splendid’ new graphics supplied and applied by Signs Express Oxford on the merchant’s new Volvo for its Princes Risborough branch. Signs Express has over 65 centres across the UK & Ireland and the firm says that it can match the requirements of any contract, large or small, from a simple individual sign to an entire sign system. Offering a range of solutions from outdoor business signs, window graphics and vehicles, the company is also currently offering a number of Covid-19 related signs and graphics, including social distancing floor markers, cough/sneeze guards, branded banners, notices, crowd barriers and Health & Safety signage.

Visit www.rdr.link/ms027 for more information

TOYOTA MATERIAL HANDLING THOROUGH EXAMINATIONS CHECK As a critical part of maintaining workplace safety, Thorough Examinations help to maintain essential services, reduce component failures, damage and accidents. And Toyota is reminding businesses that, unlike MOTs, there is no revision of Thorough Examination guidance from the CFTS, FLTA, BITA or HSE — they still need to be completed as normal. Toyota says that with its CFTS-accredited 32-point check, operators can be sure that the equipment is thoroughly inspected. Through its highly skilled, independent team of CFTS specialists the company conducts Thorough Examinations on all manufacturers’ MHE and not only Toyota. Its Thorough Examination complies to LOLER ‘98 with all lifting parts of the truck checked, and PUWER ‘98 with checks on other safety parts including steering and braking.

To find out more about Toyota’s Thorough Examinations, click www.rdr.link/ms028

ASSET ALLIANCE GROUP MERCEDES-BENZ AROCS 5 Glasgow Brickyard has leased a new 26-tonne flatbed MercedesBenz Arocs 5 from its preferred supplier Asset Alliance Group as part of a five-year deal. The new truck, which is equipped with an Atlas A135.A11 Crane and Kinshoffer KM331 Grab, will be in operation five days a week distributing brick works to commercial and domestic customers across the whole of Scotland. Managing Director Ken Kelly said: “When the contract on our previous vehicle was coming to an end, it was a no brainer for us to stick with Asset Alliance Group. Throughout the five years we’ve worked with them we’ve had no issues and they have always been on hand to provide us with the support and guidance we need. The quality of service really is second to none.”

For further details on Asset Alliance Group’s flexible approach to commercial vehicle acquisition, use www.rdr.link/ms029

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RIPPLE ELLIOTTS REFURBISHMENT Prior to lockdown, Greater Manchester- based Ripple was selected by Elliotts to transform its Ringwood branch in Hampshire, creating a new interior format and design to improve operational efficiency, customer experience and sales. The merchandising and display equipment was designed and manufactured by Ripple speciﬁcally for Elliotts, and includes multi-purpose over-pallet merchandising, promotional displays, door displays, counter impulse stands and a variety of brick, ﬂooring and tile displays to accommodate a spectrum of product categories. Given the current circumstances confronting businesses, Ripple has a range of Covid-19 ‘Back to Work’ solutions including screens, signage and sanitiser stations.

To find out more, visit www.rdr.link/ms030

CENTURION FIRE & SAFETY CCTV SYSTEMS The Myers Group, which operates 19 builders’ merchant branches, three Readymix concrete plants and the Johnsons Wellfield stone quarry, has invested £200,000 in the install of artificial-intelligence (AI)-enabled CCTV systems across its sites as part of the group’s ongoing efforts to upgrade security and boost profits. The technology has been designed, installed and maintained by Huddersfield-based Centurion Fire & Security. Centurion designed a complex network of 335 HD cameras, 22 HD recording units and a PA system — enabling direct communication with any trespassers — to observe the sites, and now carries out out-of-hours remote monitoring of the system. Paul Bradley, Group Operations Manager at Myers Group, said: “We already had CCTV in place, but it was outdated and unreliable, with many cameras being out-of-action, meaning that we experienced issues surrounding missed health and safety incidents, as well as trespassing. We were aware that better technology was available, and that we could improve staff and visitor safety, whilst simultaneously having an immediate and positive impact on the bottom-line.”

Further details on Centurion’s portfolio of services, including CCTV, alarms and access control systems, await via www.rdr.link/ms031

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FREE TO TH E TR ADE

Professional ING ■ ROOFING BUILDING ■ FLOOR ING ■ PLUMB AND DECOR ATING ■ ■ CARPE NTRY ■ PAINTIN G SUMMER 2020

FOR THE BUILDING INDUSTRY THE BUSINESS MAGAZINE

TBREAK NAVIRUS OU THE CORO ILDING BACK TO BU – GETTING

MENTS EXTENSIONS & IMPROVE POST

Campaign news

THE LATEST IDEAS GET SOME LOCKDOWN HOUSE ROOM

DOORS WITH QUICKSLIDE’S BI-FOLD BRING THE OUTDOORS IN

EcoTherm Thin thermal insulation Armstead Bring your A-Game

The Akzo Nobel brand says that its Armstead range of “straightforward, no-nonsense” performance paints deliver “exceptional value and quality” to the trade. The striking ad features an effective endorsement from a professional decorator, whilst we think the packaging looks awesome too. For full details, check out www.rdr.link/ms032

Marley Edgemere concrete slates

A fabulous-looking advert puts forward ‘the positives of slate with none of the negatives’ as Marley promotes its Edgemere interlocking concrete slates. Visit www.rdr.link/ms035 for full details, including a brochure download.

46 PBM JULY/AUGUST 2020

The answer to the puzzling question of ﬁnding a thin thermal insulation solution for walls, ﬂoors and roofs is EcoTherm, according to this wonderful, crossword-themed campaign. The company’s range is described as cost effective, easy to handle and quick to install with its boards suitable for use throughout the building envelope. A visit to www.rdr.link/ms033 offers a host of technical advice and case study examples.

Fischer Power-Fast II

Dunlop Britain’s Most Wanted

Dunlop’s marketing for its new powder adhesive range showcases a revamped and repackaged collection of the trade’s ‘most wanted’ products to make them easier to select, whilst new innovations will provide an answer for even the trickiest of tiling jobs. Clever icons and colour-coded packaging will also help merchants ensure their customers purchase the product they need. Plenty of information for stockists, including marketing resources and video guides, awaits at www.rdr.link/ms034

Billed as the only performance woodscrew your customers ‘will ever need’, the Power-Fast II is said to combine technological know-how with high design quality to work in a number of demanding applications. Plenty of information, including an informative video, can be found at www.rdr.link/ms036

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L IA EC SP L TA GI DI

SUMMER 2020

ON ITI ED

Throughout the lockdown, Professional Builder and Professional Heating & Plumbing Installer magazines have continued to communicate with trade professionals across the nation, increasing their digital reach when trade counters were closed. PBM takes a look at some of the advertising campaigns to feature in the latest issues as active suppliers seek to influence the buying decisions of approaching 200,000 trade professionals at merchant branches each month.

ONLINE TRAINING

BUILD YOUR KNOWLEDGE BASE

TOOL THEFT

COULD THIS APP HELP TO REUNITE YOU WITH YOUR TOOLS?

NEW PRODUCTS

SPOTLIGHT ON THE LATEST LAUNCHES VISIT PHPIONLINE.CO.UK FOR REGULAR UPDATES

AND EXCLUSIVE CONTENT

Aqualisa Quartz Collection

Grant Net Zero

‘With you on the journey’ says Grant to PHPI readers in an ad that highlights its broad range of innovative products, from oil-ﬁred boilers to hybrid and renewable systems. Offering heating engineers training, design support, after sales care and extended guarantees, the company says it is ‘delivering installer support every step of the way’. For the latest news, visit www.rdr.link/ms037

A sophisticatedlooking ad showcases Aqualisa’s “sophisticated yet accessible and user-friendly range of connected showers” with the Quartz Collection said to enable total control including personal programming and water usage management. For all the latest smart shower info, visit www.rdr.link/ms038

Keston Heat 2

Key features on the Heat2 include a built in non-return valve to increase safety and improved access for even easier maintenance. For the latest on the firm’s range of British built boilers, head to www.rdr.link/ms040

www.professionalbuildersmerchant.co.uk

RWC With you all the way

A rather poignant ad from RWC acknowledges the testing times of the day, paying tribute to the “problem solvers, the urgent fixers, the everyday heroes and the truly up against it”. For more on RWC’s JG Speedfit, SharkBite and Reliance brands, enter www.rdr.link/ms039

Stuart Turner Low pressure? No problem

The company’s Mainsboost range is speciﬁcally designed to ‘dramatically improve ﬂow rates allowing multiple outlets to run simultaneously’. Enter the shortcode www.rdr.link/ms041 to access a dedicated stockist section on the company’s website.

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PRODUCTS & SERVICES HAMILTON PERFECTION Designed to not only give the best possible results but achieve them faster, and easier, Hamilton has launched the Perfection roller range. The roller sleeves — short, medium, long and extra-long pile — are manufactured using a thermobonding process which prevents unwinding even when soaked in water or solvents. Additionally, the midi-sized rollers also benefit from a bearing system designed to prevent skidding and sliding when applying paint to surfaces. The range has been designed so that different sized rollers are manufactured using the same fabric, ensuring a consistent finish that avoids framing.

PERMAROOF SEALECO With an expected service life in excess of 50 years, Permaroof is exclusively offering SealEco RubberTop Fleece — a complete single ply flat roofing system designed to deliver a strong, low maintenance waterproofing membrane. The benefits of choosing a fleece-backed EPDM include a thicker 2.3mm membrane for a more durable finish, wider lightweight 3.4m panels that aid a swifter installation, highresistance from punctures, as well as a smooth, wrinkle-free installation that is protected from thermal movements and tensions in the membrane. The fleece is available in a variety of sizes and its flexible elastic membrane is chemically and thermally stable with exceptional weather resistance.

PJH FRAMEWORK Joining the PJH Bathrooms to Love collection is the Framework modular furniture range. Available as a wall-hung or free-standing vanity unit, Framework includes a white modern ceramic inset basin, which comes in two widths; 615mm or 815mm. Storage capacity is provided with a deep soft-close drawer as well as a handy open shelf below. The Framework vanity units are available in a choice of two finishes, Matt White and Grey Metal, and the range includes a five-year quality guarantee.

ROLLINS & SONS KAPRO 787 HELIUS LEVEL

INSTARMAC GEO-FIX Since June, Instarmac has been the nominated supplier of Geo-Fix All Weather and Original Paving Jointing Compounds. The two versions of the ready mixed jointing compound are Original, which comes in 20kg buckets in Buff and Grey, in addition to All Weather in 14kg buckets in Natural Stone, Mid Grey and Slate Grey. Zoe Rees, Instarmac’s Head of Sales, said: “We are thrilled to be supplying the Geo-Fix range of jointing compounds and are committed to ensure a seamless transition and service for all customers, both existing and new.”

Distributed in the UK by Rollins & Sons, the Kapro 787 Helius Level has two solid shockproof UV resistant acrylic lifetime-guaranteed vials, including a horizontal vial with 2% gradient lines. The surface is finely milled for an accuracy of 0.5mm/m and features non-slip wall grips and shock absorbing end caps. Said to be perfect for all types of building work, tiling, carpentry and bricklaying, the level is available in 24", 36", 48" and 72" lengths whilst a fourpiece set with carry bag is also available.

For more details on these and other new products on the PBM website, enter the shortcode www.rdr.link/ms042

www.professionalbuildersmerchant.co.uk

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ADVERTISEMENT INDEX

Aanco (UK) Ltd t/a Made For Trade .....................................................................page 13 Border Merchant Systems Ltd ............................................................................page 35 BSW Timber Ltd ................................................................................................page 12 Builders Merchants Federation ...........................................................................page 48 Building Adhesives Ltd .......................................................................................page 25 Centurion Europe Ltd .........................................................................................page 27 Combilift Ltd ......................................................................................................page 45 Doosan Industrial Vehicle Ltd ..............................................................................page 41 EcoTherm Insulation Ltd .....................................................................................page 29 Gorilla Glue, Inc. ................................................................................outside back cover Isuzu (UK) Ltd ....................................................................................................page 38 Long Rake Spar Co. Ltd ......................................................................................page 7 Merlin Business Software Ltd .............................................................................page 33 Norbord Europe Ltd ......................................................................................pages 9,17 Permaroof UK Ltd ..............................................................................................page 23 Price & Pierce Forest Products Ltd .......................................................................page 4 STILL Materials Handling Ltd ..............................................................................page 42 Superglass Insulation Ltd ......................................................................inside front cover

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JULY/AUGUST 2020

CORONAVIRUS

CORONAVIRUS CRISIS

How the sector has responded to the crisis

The pathway to recovery

INFORMATION TECHNOLOGY Embracing e-commerce

PLUMBING & HEATING

BRICKS, BLOCKS & HARD LANDSCAPING

Looking beyond gas heating

Pushing the pause button

GARDENS & L ANDSCAPING

TOOLS, FIXINGS & ADHESIVES

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Fantasy Football What happens now? See page 75

New product launches

Plus: News, The Pulse trends monitor, training, merchandising & display solutions and more.

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THE PULSE Trade counter feedback

Implementing the new normal

Premium coatings

DRAINAGE & WATER MANAGEMENT Weathering the storm

CORONAVIRUS CRISIS

PAINTS & WOODCARE

Maximising outdoor sales

THE PULSE Fantasy Football Sporting shutdown See page 51

Feedback from the merchant frontline

Plus: News, digital growth, debt recovery, training, industry comment and more.

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Fantasy Football Get ready for the big re-start See page 51

TRANSPORT, HANDLING & STORAGE Safety and efficiency

Plus: News, digital growth, Covid-secure branches, training, industry comment and more

Fantasy Football And weâ&#x20AC;&#x2122;re back! See page 51

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With Paul Davies

BACK WITH A BANG? After its enforced hiatus, the football is finally back and… well, it’s a bit weird really. I’d been champing at the bit for matches to (safely) return and the proposed schedule only served to whet my appetite further, with a near-daily football fix for the remainder of the season. Since it has returned, we’ve had great goals, late drama, VAR controversy, a tightly contested challenge for both the European slots and to avoid relegation, not to mention Liverpool finally ending their long wait for another top flight title. The problem is, I’m finding it all a little bit, erm, soulless or artificial. The long break has clearly affected some players more than others, and whilst Kevin De Bruyne in particular looks imperious, a huge number simply haven’t found their rhythm and are making the sort of rudimentary mistakes that would earn glaring looks on a Sunday morning (David Luiz, I’m thinking of you…). And whilst I am genuinely happy to stop and watch a game of park football, it has to be said that top level players performing in empty stadiums just doesn’t add up. I’ve watched with the piped in crowd noise and without; I think the big banners look pretty impressive but with every match I’ve seen, I just can’t get past that famous Jock Stein quote: “Football without the fans is nothing”. Here’s hoping it will soon be safe to let the crowds back…

Huge congratulations must go to the all-conquering Liverpool side that has finally brought the title back to Anfield after 30 years. Jürgen Klopp has galvanised a formidable unit that has improved year-on-year during his tenure and a Premier League title without an asterisk is so well-deserved. For all the headlines taken by its incredible forward line, the defence has been outstanding — Virgil Van Dijk has been magnificent (even when partnered by Dejan Lovren), and the fullbacks continue to redefine the position. Trent Alexander-Arnold is my player of the year for his performances at both ends of the pitch, and is surely one of the best in the world. Special mention must also go to club captain Jordan Henderson, who really has developed into some player.

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YOU’LL NEVER WALK ALONE

SPIRIT OF SHANKLY I must confess to initially thinking the Jock Stein line above came from Bill Shankly, however the legendary Liverpool boss certainly did come out with a few humdingers that blended wit and inspirational leadership in equal measure. Here are some of his best:

“A lot of football success is in the mind. You must believe you are the best and then make sure that you are. In my time at Anfield we always said we had the best two teams on Merseyside — Liverpool and Liverpool reserves.” “No football club is ever successful without hard work. If everyone thinks along these lines and does the small jobs to the best of their ability, then the world will be better.”

“At a football club, there’s a holy trinity — the players, the manager and the supporters. Directors don’t come into it. They are only there to sign the cheques” “The trouble with referees is that they know the rules, but they do not know the game.”

“A football team is like a piano. You need eight men to carry it and three who can play the damn thing.”

Follow the PBM / Evo-Stik league at www.pbmfantasyfootball.co.uk WWW.EVO-STIK.CO.UK

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