Independent Dealer August 2024

INDEPENDENT DEALER

the official publication of WSA

Editorial & Contents Welcome, West

In this column last month, I spoke about artificial intelligence (AI) and my firm belief that it will never replace the innate charm and insightful humor of real journalists—particularly those who choose to work in business-to-business publishing!

While I stand by those sentiments, I have to admit to being increasingly impressed each time I attend a lecture, seminar or sales demonstration about the AI applications currently on the market, and there is little doubt that it is something that will impact on our everyday lives in a very meaningful way, very soon.

More importantly—given the brief of this particular business-to-business publication—it will impact the way your company operates very soon. Indeed, if you haven’t started using some of the AI tools available to you already, you can bet your bottom dollar that you are a couple of steps behind some of your competitors.

I understand these shifts in operational attitude aren’t

Rowan McIntyre, editor and publisher rowan@idealercentral.com

always easy. So, with that in mind, we have introduced a new columnist here at INDEPENDENT DEALER

Those of you who attended the recent OPI AI Online Summit will be familiar with West McDonald, as will those who worked with him on managed print solutions in his previous job. West now runs an AI consultancy, helping companies harness the power of AI to maximize revenues and promote growth. His first column is on page 58 and I hope you will find it and his future writings valuable for your businesses.

Meanwhile, if you are in need of any innate charm and insightful humor, the ID team will be available in the bar at the close of business each day during Industry Week in Orlando next month!

4

CIRCLE

Good

A look at those in the running for this year’s awards

46 COVER STORY

Selling jan/san in the post-pandemic world: How the jan/san market is adapting after COVID-19

54 SUPPLY SIDE: LOGICBLOCK

We learn a little more about the leading provider of comprehensive, tailored e-commerce solutions

58 COLUMNS

58 West McDonald: From paper clips to pixels

60 Tom Buxton: Cutting prices to increase profit

62 Troy Harrison: Complacency kills your business

64 Marisa Pensa: Breaking through the busy barrier

INDEPENDENT DEALER

Editor and publisher

Rowan McIntyre

Associate editor

Lisa Veeck

Head

Chris Turness

Finance and operations

Kelly Hilleard

Head of creative

Joel Mitchell

Digital

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Winner’s Circle

Butler Business Products, Houston, Texas, turns 50

When Ray Butler opened Butler Business Products in 1974, he was selling calculators, as he had for his previous employer. When a customer called requesting a chair mat, he figured, “How hard could it be to find one?” He contacted S.P. Richards, delivered the mat and soon became an independent office products dealer. For the past 50 years, Butler Business Products, Houston, Texas, has operated with the same “Yes we can” mentality. In fact, it is the company’s slogan.

Stacy Duke joined Butler in 2000, working part time while she was in college. She took over as president in 2012—a career move that surprised her. “I thought it would be just a job while I was going to school,” she says. “But I remember a vendor saying that once you get into this industry, you never leave. She was right. It is a good industry.”

Since taking over as president, Duke has carried on the company’s can-do attitude, which has led to some unique

sales: “We sell a lot of power stations, 3M Scotchgard sponges, air vent filter deodorizers … Weird things I never thought we’d be selling.” The oddest item she recalls? “We sold manure for an oil rig. That has to be the weirdest item on record.”

When Duke started with Butler, it was a $750,000-a-year company. Sales have skyrocketed ever since. “It’s our ‘Yes, we can’ attitude, this ability to pivot and change quickly, that has made us successful,” she suggests. “We also listen and understand our customers’ needs. We are a solution provider, not just a product seller. Also, a lot of what we sell is pretty much recession-proof. We are minority-owned and get a lot of government contracts, so that helps.”

Being part of the community and ready to lend a hand is another plus. “In May, a tornado touched down right in our backyard,” recalls Duke. “I was at an Office Products Women in Leadership retreat in Myrtle Beach. I felt bad I wasn’t here; when I returned,

it looked like a war zone. We were without power ourselves for four days but managed to still reach out and help customers get what they needed: power stations, bottled water and disinfectant. We get hurricanes all the time. Just last week, the area was hit by Hurricane Beryl.”

Undoubtedly, Duke’s personality helps Butler handle these situations. “I thrive on change and chaos,” she reveals. “Some people run away from it, but I say, ‘Bring it on! Hold my beer—I’ve got this!”

Butler was among the first independent office product dealers to see the writing on the wall and begin to expand into what now is a fairly common category for many dealers. “We started offering jan/san products in 2018, before COVID-19 hit, because we knew office product sales were dwindling,” says Duke. “At that time, I had no idea there were so many different masks or the difference between a disinfectant and antibacterial formula.”

Stacy Duke

Winner’s Circle

Being in the category pre-COVID-19 helped the company through the pandemic. And the relationships the company formed in China through its promotional products division enabled Butler to secure a truckload of coveted items, like masks and wipes, when many suppliers and dealers couldn’t.

While many independent dealers consider Amazon a major competitor, Butler sees it differently, as Duke explains: “We joined Amazon’s sales platform and sell a lot through it. Here again, you have to be able to pivot and change. We have the mindset, ‘If you can’t beat them, join them.’ They have a great database and clientele, and you can’t hate the company because it has a good sales model.”

Duke believes it is the wholesalers that are most threatened by Amazon: “With wholesalers marking on their percentage, it’s often more cost-effective to buy directly from Amazon.”

According to Duke, Butler’s number one challenge is people. “I am not a good manager,” she admits. “I don’t want to micromanage. I figure that if people are paid to do a job, they will do it.” This is undoubtedly part of the reason she runs the company with a lean staff of 14.

While some of those employees have been there for 15 or 20-plus years, Duke acknowledges that turnover is another challenge: “It’s difficult finding employees, especially since the pandemic. It seems like the workforce disappeared. It’s tough to find the right people who fit a small company, which is different than working for a corporation. Small dealers are usually more flexible and understanding, less rigid; but employees wear more hats. I became forklift-certified right when I started with Butler because sometimes people don’t show up, so you need to know how to do the job.”

This year, Duke adopted a similar “Yes I can” personal philosophy, with some surprising results. “My mother passed away recently and I remembered she told me I was too quick to say no to things, even though I often reconsidered,” she explains. “So, since January, I made it a goal to say yes to line dancing; yes to checking out a piano bar; yes to things I normally wouldn’t do. Saying yes is putting myself out there and making me more open to things.”

In her professional life, saying yes has opened doors she never imagined: “Normally, I don’t enjoy attending networking events. But a woman asked if I could sub for her at a Women’s Business International at 7 a.m. With my new philosophy, I said yes and it was fun and interesting.”

Duke gives another powerful example: “You know how you get those emails that invite you to something that you don’t read and just delete? Instead of deleting one, like I usually would, I read it in full. It was for the 2024 Interagency Mentor Protégé Program [IMPP].”

IMPP is hosted by eight organizations, including the City of Houston and the Harris County Department of Economic Equity and Opportunity. The program is designed

to strengthen working relationships and foster long-term stability between established companies and local agencies and emerging historically underutilized businesses.

Duke applied and was one of 20 out of 225 applicants to be accepted onto the program.

“I participated in a 10-week course and graduated last week [end of July],” she says. “As a graduate, I am appointed a mentor with extensive experience to help us with things like bids and knowing what questions to ask when trying to get a contract. And it was all because I said yes.”

For independent dealers keen to remain relevant, Duke advises: “Groom someone to take over. When I started, the company was at a bit of a standstill, but I saw things differently. I like to look for people who see things differently than I do. Be openminded. Don’t fall into the ‘This is how it has always been done’ trap. Times change. Look at artificial intelligence—it wasn’t even a word in our vocabulary 20 years ago. We just used it on our website for photos. So, embrace change if you want to stay around a long time.”

And for those facing down what may seem a daunting challenge?

“I ask people, ‘What is the worst thing you’ve been through or that has most impacted your business?’” says Duke. “One older man said, ‘The Korean war.’ Another person told me, ‘Vietnam.’ One answered, ‘The 2008 market crash.’ If you asked my 13-year-old, she would say, ‘COVID-19.’ For me, Y2K was lifechanging. I changed my major from technology, considering sales as something I could always get a job in. But the point is: when you think back to that moment, you got through it. So, remember that; and when you are faced with a challenge, don’t worry, because you’ve been through major challenges before.”

Company founder Ray Butler

A-Z Office Resource and Wytheville Office Supply merge

A-Z Office Resource, Nashville, Tennessee, has expanded its presence in Virginia by acquiring Wytheville Office Supply, Wytheville, Virginia. The acquisition, effective July 1, is in keeping with A-Z’s ongoing growth strategy. For the immediate future, the company will operate under the A-Z/Wytheville co-brand.

“This is an exciting chapter for both our companies,” said Tiffany Cooper, vice president of mergers, acquisitions and partnerships at A-Z. “Wytheville Office Supply has a long tradition of service and combining our expertise and resources will keep us poised for growth. Together, we will continue to provide our customers with the outstanding service and

comprehensive solutions they have come to expect.”

Robert Phillips, A-Z marketing director, agrees: “The addition of Wytheville Office Supply to our family will combine our strengths, expand our market reach and help us both continue to be a one-stop solution for our customers. We are excited to welcome them to the team.”

Wayne Roop, CEO of Wytheville Office Supply, is equally enthusiastic: “Our partnership with A-Z marks a significant milestone in Wytheville Office Supply’s ongoing commitment to delivering exceptional value to our customers. We’re excited to enhance our service offerings by leveraging the additional resources and capabilities A-Z Office Resources provides.”

Sundance Office, Broken Arrow, Oklahoma, continues to make a difference through its Sundance Cares program. On the last Monday of each month, the company donates a portion of its sales to a different charity and it recently added a fundraiser to help local communities.

In May, Sundance Cares donated just over $245 from the day’s sales to Mental Health Association Oklahoma in honor of Mental Health Awareness Month. The company also held a special Sundance Cares that month to support the nearby communities of Barnsdall and Bartlesville, which were directly hit by a deadly tornado on May 6. Sundance secured donations from Essendant and delivered 10 pallets of bottled water to an Osage site, handing out water to those impacted. Sundance Cares also raised $553.36 to

donate to organizations on the ground, including Osage Nation Emergency Management, Lighthouse Family Worship Center, First Wesleyan Church and First Church of the Nazarene.

In June, Sundance raised more than $294 for Emergency Infant Services in Tulsa, Oklahoma, to help the nonprofit meet the basic needs of infants and young children whose families are in crisis. EIS provides essential items such as diapers, wipes, formula, clothing and other essentials. In addition, EIS works with a network of partner agencies and organizations to connect families with resources EIS does not offer. Since 2011, Sundance Cares has donated over $80,000 to communities and charities in need throughout Oklahoma.

Sundance president Tyler Condry believes in the importance of

businesses giving back to help improve the lives of others within the community: “We face so many challenges today. I believe that the best—perhaps the only—way to meet these challenges is through the engagement of citizens, businesses and the community, including funding desperately needed programs.”

FSIoffice honors

Teacher of the Year with new office

Hicks has been hailed as Teacher of the Year by FSIoffice, Charlotte, North Carolina. Her prize was $5,000 in school supplies and a complete classroom transformation, with new furniture provided by the HONCompany valued at $60,000. Hicks teaches third grade at Olde Providence Elementary School in Charlotte and was nominated by a parent of one of her students.

For 14 years, FSI has presented its Teacher All-Star Award to teachers who go above and beyond to serve their students. From September through March, community members nominate teachers who work in FSI’s sales territories of North Carolina, South

Carolina, Georgia, Tennessee and Virginia.

FSI chooses a Top 10 from each month’s nominations and the public then votes to select the Teacher All-Star from those. In April, FSI added three “Wild Card” winners from the Top 10 nominees who didn’t win to bring the number of Teacher All-Star of the Year finalists to 10. From those, an FSI committee chooses the Teacher All-Star of the Year.

Every teacher nominated gets a bag of supplies from FSI sponsors. The Top 10 each month get a larger box of supplies, with the Teacher All-Star of the Month and the Wild Card winners receiving a large tote bag of supplies.

“FSI started the Teacher All-Stars promotion 14 years ago to shine a light on those teachers who go above and beyond in inspiring their students to learn and grow and helping teachers with much-needed school supplies,”

says the dealearship’s CEO Kim Leazer. “By celebrating teachers and investing in their profession, we invest in our future as a community.

The FSIoffice Teacher All-Stars helps provide educators with school supplies and recognition, which are essential for teachers’ continued growth and the growth of their students.”

The Supply Room supports the Virginia Special Olympics

The Supply Room, Ashland, Virginia, participated in the Special Olympics Virginia Summer Games on June 7 across several venues in the metro Richmond, Virginia area. Members of the company’s marketing and design team attended the track races at the University of Richmond to cheer on the athletes. The Supply Room and the Special Olympics have been partners for almost 20 years. Through the partnership, The Supply Room participates as a program sponsor and donates to the organization annually.

“The Special Olympics is close to our hearts because our missions align in striving to make a difference in the communities we serve,” says Wallace Parker, The Supply Room’s marketing and communications manager. “The Supply Room has been a partner and sponsor of the Special Olympics of

Virginia since 2005. Our employees participate in and fundraise for the organization’s Polar Plunge event and volunteer for the Summer Games. We are proud to partner with such an incredible leader in the community and value our unified efforts and contributions in making a difference.”

Headquartered in Richmond, Special

Advanced Business Methods participates in the Ladies’ Pink Ribbon Scramble

Golfers from Advanced Business Methods, West Fargo, North Dakota, said they “had a blast” at the Ladies’ Pink Ribbon Scramble at the Maple River Golf Course in Mapleton, North Dakota.

The fundraising event was founded in 2006 and has benefited many different area nonprofits. In 2022, organizers decided to focus on financially assisting local women battling breast cancer and other illnesses in partnership with Lend A Hand Up. The money raised is used to provide women with gift cards.

“This fundraiser adds even more support to those families,” Lend A Hand Up director Jeana Peinovich told KVRR News. “It’s just a true sense of collaboration. It is neighbors helping neighbors, and what a beautiful day we had here today to help our neighbors who are going through a tough time.”

Olympics Virginia has a network of eight offices that support athletes, families and volunteers in school and community-based programs across the state. Its mission is to provide year-round sports training and athletic competitions in various Olympic-type sports for children and adults with intellectual disabilities.

Secrets of Success

Arrow Office Supply Co., Detroit, Michigan

Arrow Office Supply, Detroit, Michigan, opened its doors as a one-man shop in 1946. In 1979, it was purchased by Harris Crane. Shortly after Harris bought it, his three sons—Sandy, Danny and Michael—joined the company. Michael, the last surviving son, retired last month, leaving Marc—Harris’ grandson, who joined the family business in 2010—and his cousin Ilene Crane, who came on board in 2019, at the helm.

A recipe for success

While Arrow has passed from generation to generation, what has made it flourish over the years has remained the same. “The number one reason for Arrow’s success is our people,” says Marc. “We have the best staff. Some employees have been with us for 20 and even 30 years. I truly believe they are what separates us from the competition. Our great online experience would be number two. We invest in technology and are constantly updating our website. Buyers are getting younger and don’t want a website that is hard to use. They want simplicity. I think a great online experience paired with a wonderful personal experience is the recipe for success. I also think it helps that we are a progressive and aggressive dealer. It is important for a company to constantly evolve. Our heavy entry into janitorial supplies is an example—the move was huge for us.”

Company info

Company name: Arrow Office Supply Co.

Headquarters: Detroit, Michigan

Top management: Marc Crane, partner-owner; Ilene Crane, partner-owner

Number of employees: 18

Online business: 75%

Staying competitive

However, any company that has been in business for as long as Arrow will inevitably encounter challenges. “A main one for us—and I think the industry as a whole—has been the work-from-home trend,” reports Marc. “We combat that by having a diverse customer base, including government, schools and public and private businesses. Another challenge is Amazon, especially in terms of office products. We combat that by having our sales reps focus on customers we can bring value to— people who value service and working with a local company. It’s also about educating our customers; Amazon is not always the cheapest, and we are price competitive. We offer next-day delivery and superior service.”

Marc also believes the “buy local” trend helps: “All things considered, I think people want to try to support local businesses.”

Looking ahead

Marc offers this advice to dealers looking to stay successful: “Always adapt to change and trends and be aggressive about getting new business. Our sales force is hungry, not complacent, which I think gives us an advantage. From an ownership standpoint, it is important to invest in technology to give customers a great online experience. Our website is our most important sales tool. Make it easy to do business online with you.”

Marc doesn’t claim to be able to predict the future, but he knows what Arrow Office Supply will do in the next five to 10 years in order to stay successful: ”We plan to continue to hire sales staff and acquire an office products or jan/san dealership, as we believe there is a lot of opportunity in the jan/san space and plan on growing that segment.” (See Cover Story on page 46 )

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Industry News

Structural changes rung at Essendant

Wholesaler Essendant has announced a new sales operating model and organizational changes.

The core wholesale business is now set up along customer channel lines as opposed to the previous generalist account management approach. The four distinct channels are: jan/san and foodservice, office products and furniture, technology and e-tail/retail.

This development has led to some rep changes, although Essendant said it represented an opportunity to better support each customer segment with resources that are in tune with its specific needs.

“In this model, all of our customers will have a partner with expertise in the products, industry and needs that aligns to their customers’ businesses,” the company wrote in a note to suppliers.

The wholesaling business is led by Renee Starr, whose job title has changed to SVP, wholesale commercial. In this role, she is in charge of the sales, customer care and marketing teams.

“While we cannot disclose specific components of revenues, we’re pleased with our progress across the jan/san, foodservice and technology categories,” an Essendant spokesperson told INDEPENDENT DEALER. “Other categories, such as office products, remain profitable; and we look forward to helping our customers unlock new opportunities to

gain share and drive performance.”

The changes at the wholesaling unit come as Essendant has “elevated” its 3PL fulfillment services, unveiling its Connected Commerce program, promising “out-of-the-box integrations, e-commerce services with analytics and tools to increase store traffic, and fast order fulfillment.”

It also launched its CPO digital/e-commerce business that trades in categories such as power tools across both B2B and B2C channels.

Another development has been the establishment of a Center of Excellence, with former US Foods exec Dave Rickard joining the company as

Pukka Pads hit Essendant catalog

interim chief transformation officer.

“Dave comes to Essendant with an impressive background in strategy, revenue management and transformation across large-scale B2B and distribution-led companies,” said Essendant. “His deep experience, combined with the internal experience of our associates, will help drive our business and our customers’ businesses forward at an accelerated rate.”

The organizational changes at Essendant come a few weeks after former Staples Canada CEO David Boone was appointed interim CEO following the retirement of Harry Dochelli.

UK-based stationery brand Pukka Pads has now launched its range with the wholesaler Essendant, offering an initial stocked range of signature soft-cover journals in two different sizes. There will be a further 91 SKUs launched through the Essendant dropship program with syndication to dealer web stores taking place on September 1. “It’s an exciting time for our brand,” said global sales director Alex Bonarius. “This comes in addition to the agreements we have signed with ISG and Office Partners. We look forward to increasing our profile further within the IDC.”

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WSA announces 2024 scholarship recipients

The scholarship committee for the Workplace Solutions Association (WSA) has revealed the recipients of the 2024 WSA scholarships.

The committee, chaired by WSA board member Robin King, former owner of Schwegman Office Supply— awarded a total of $50,000 to students pursuing higher education.

Established more than 50 years ago by the WSA, the annual scholarship program has awarded nearly $3 million in scholarships to families of office products and office furniture dealers and is supported entirely through individual and member contributions.

This year’s top scholarship recipients, recognized for their exceptional accomplishments, are as follows:

• Makayla Levy ($7,000), Office Express

• Justin Fry ($6,000), Guernsey

• Natalie Kilpatrick ($5,000), S.P. Richards

• Maya Drozd ($4,000), Essendant

• Aimeé Vega ($3,000), Essendant

Additionally, the committee announced that the recipient of the George A Thompson Award, accompanied by a $3,000 scholarship, is Allie Loftin, representing Workplace

Solutions Barefield. This award is presented to an exceptional applicant who not only excels academically, but also dedicates their time and effort to community service and assisting those in need.

The winners of the $2,000 scholarship awards were:

• Henry Clark, Innovative Office Solutions

• Sutton Clayton, Kennedy Office Supply

• Robert Elm, Eakes Office Solutions

• Keira Fitzgerald, Newtown Office Supply

• William Hunsinger, CMF Business Supplies

• Mya Johnson, Kennedy Office Supply

• Makenna Kilpatrick, S.P. Richards

• Lexi Nichols, Innovative Office Solutions

• Aspen Thede, Storey Kenworthy

• Emily Wham, Greenville Office Supply

• Clara Young, On Time Supplies

“WSA is very proud to announce this year’s class of scholarship recipients,” said WSA president Charlie Kennedy. “Each recipient has demonstrated outstanding academic achievements, remarkable leadership qualities and unwavering motivation. We are happy to support the continuing educational journey of our industry’s next generation of professionals.”

Mega water tie-up in the US

US bottled water giants Primo Water and Blue Triton (formerly Nestlé Waters North America) have announced they are to merge.

The transaction—which is expected to close in the first half of 2025—will create a $6.5 billion, publicly listed water distribution business. This includes the Water Direct and ReadyRefresh home and office delivery service, plus a whole host of regional brands.

Described as an “all-stock merger of equals,” Blue Triton’s current shareholders will own 57 percent of NewCo, the remainder held by Primo’s shareholders. The business will be led by Primo Water CEO Robbert Rietbroek, with Blue Triton COO Rob Austin earmarked for the COO role. Dean Metropolous, one of the main investors who acquired Nestlé Waters in 2021, will become non-exec chairman.

Office Express CEO Anna Singara and Makayla Levy

Dave Guernsey, CEO of Guernsey Inc, and Justin Fry

ISG and AOPD make 2025 announcement

Business products organizations Independent Suppliers Group (ISG) and AOPD have announced a “collaborative partnership” at next year’s Industry Week ’25. It has been confirmed the event will take place at the Gaylord Rockies Resort and Convention Center near Denver, Colorado from November 3-7, 2025. According to a press release, “the combined expertise and resources of

ISG and AOPD will provide attendees with an extraordinary experience, featuring cutting-edge product showcases, insightful educational sessions and valuable networking opportunities.”

“This collaboration underscores our commitment to delivering exceptional value and growth opportunities within the independent channel for our members and valued supplier partners,” said ISG board chair Yancey Jones Jr. “The Gaylord Rockies offers a top-notch venue that will enhance the overall experience for all attendees, making this a truly unforgettable event.”

Yancey’s brother, Dutch, is the president of the AOPD board of directors. He stated: “The synergy between AOPD and ISG will create a dynamic and impactful Industry Week ’25. Our shared vision for the future of the business products industry will be on full display, fostering growth and innovation. [It] promises to be an extraordinary week.”

More details will be made available early next year. In the meantime, Industry Week ’24 will take place in Florida from September 21-26.

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Healthcare award for AOPD

AOPD has announced a contract award from the Independent Hospital Network (IHN).

IHN is what is known as an “aggregation group” of healthcare purchasing and services giant Vizient. IHN’s sourcing group comprises 28 independent hospitals in Ohio, Illinois, Michigan, Missouri, Indiana, New York, Virginia and New Jersey, which represent more than $1.5 billion in total supply spend.

AOPD’s award from IHN came into effect on July 15. Steve Nahmias and his team at Indiana-based dealer Office360 were instrumental in helping to win the contact.

“Our contract with Vizient has provided so many new opportunities and a significant increase in

healthcare sales for our dealers,” said Angela Price, general manager and director of national operations and marketing at AOPD.

She added: “Access to our Vizient contract gave us the ability to bid on this large opportunity. Some of our dealers have previous experience with IHN locations, while for others this is brand-new business.”

“As an AOPD member, FriendsOffice has been able to expand our footprint and be

Kim Belknap VP of Sales and Marketing FriendsOffice

Ohio, Kentucky, Michigan, Pennsylvania, Indiana

AOPD Member since 2021

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NAOPA Young Executive of the Year shortlist announced

INDEPENDENT DEALER’s sister publication OPI has confirmed the five names shortlisted for the Young Executive of the Year award to be presented at this year’s North

American Office Products Awards.

The judges are looking to recognize a dynamic individual who has made a real impact within their business and taken part in the wider OP community.

ISSA makes acquisition

Global cleaning association ISSA has acquired the Healthcare Surfaces Institute (HSI).

Founded in 2015, HSI focuses on reducing preventable infections and deaths in the healthcare sector by interrupting the transmission of microbes via contaminated surfaces. It includes an advisory committee of world-renowned experts in the fields of healthcare, infection prevention, facilities management, environmental services, manufacturing and engineering, regulatory agencies, microbiology, occupational health and academia.

With the addition of HSI, ISSA said it gains strength and subject-matter expertise in the healthcare sector to bolster education and training, and to develop new programs related

to the fight against the spread of healthcare-associated infections via surfaces.

As part of the agreement, HSI executive director Linda Lybert has become a full-time ISSA staff member. She will lead the HSI division while working closely with the ISSA

The shortlisted executives are:

• Donata Barber – Director of Marketing, Suburban

• Daniel Benjamin – President, Benjamin Office Supply

• Trent Rains – Senior Business Development Manager, The HON Company

• Samantha Richards – Director, Merchandise – Office Products and Cut Sheet Paper, Essendant

• Mark Whitfield – Chief Revenue Officer, Product Movement

Young Executive of the Year is one of three individual awards to be presented along with five product awards at Industry Week ’24.

Find out more about the shortlisted young executives and products, including the highly anticipated People’s Choice product award, in the Event Preview on page 32

management team to develop and implement new training and certification programs, educational events and other engagement opportunities.

HSI’s 2024 Healthcare Surfaces Summit will take place from November 18-19 as part of the ISSA Show North America in Las Vegas, Nevada.

Steelcase discusses RTO trends

In a recent financial report, Steelcase’s senior management outlined what the contract furniture giant is seeing in terms of return-to-the-office (RTO) momentum. Analysts on the call were interested to learn if Steelcase was witnessing any acceleration in RTO or if things had stalled in favor of a more permanent hybrid model. Here is a round-up of the Q&A session.

Continued desire for office presence: CEO Sara Armbruster emphasized there is a consistent, strong desire from CEOs and executive teams to bring employees back to the office with more organizations taking concrete steps to make this happen.

Quality of customer engagement: At the recent NeoCon trade show, Steelcase observed high-quality visits from customers that were actively working on projects rather than just window shopping. These included a diverse range of clients from various regions, including a strong presence from the US.

Incremental RTO initiatives: Armbruster mentioned that many organizations are gradually increasing their in-office days. For instance, some companies have recently moved from four to five days or from three to four days in the office. This steady, albeit slow, increase indicates a continued trend toward more in-person work.

Hiring and space needs: There are companies, such as one major financial services institution referred to by Armbruster, that hired thousands of employees during the pandemic. With RTO, even a fraction of these employees going back requires additional office space, leading to expansion and new leases.

Focus on hybrid work models: The discussion highlighted a shift in focus from merely getting people back to the office to implementing and enhancing hybrid work models. Steelcase’s products—like the new Ocular View collection (co-developed with Logitech)

and the Camper & Dens solution (pictured, inspired by campground experiences)—are designed to support these hybrid environments, emphasizing social connection and privacy.

Office space redesign: CFO Dave Sylvester pointed out that there is a movement toward reducing open-plan benching applications in favor of more private, freestanding furniture and architectural pods, reflecting the need for privacy and the ability to conduct video calls effectively.

Long-term trends: Armbruster suggested that the return to office is a gradual process (“a steady march”) that will continue over time, driven by the need for in-person work and functional office spaces. There is an expectation of ongoing investment in office environments to make them attractive and functional for employees, while the education vertical continues to show good growth potential.

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HP comments on LaserJet changes

HP Inc has confirmed it will phase out its Instant Ink program for new toner customers.

There have been various reports this week about the OEM’s Instant Ink program, with some suggesting the company was ending the initiative altogether. That is not the case, but HP has admitted to making changes with respect to LaserJet devices.

In a statement, the vendor said: “At HP, we aim to provide an exceptional printing experience for all our customers. Based on recent feedback from customers in IT-managed office environments, we have decided to discontinue a specific series of LaserJet products, which are

HP+ enabled and denoted with the letter ‘e’. This is due to cloud connectivity issues in some office environments. This does not impact other LaserJet printers or any inkjet devices.”

It added: “HP is phasing out the Instant Ink subscription service for toner to new customers later this year. This will not impact existing Instant Ink for toner subscribers—only new subscribers. There are no changes to Instant Ink for ink.”

At its Amplify event earlier this year, HP underlined its position as a “channel first” company. There are aspects of HP+— including Instant Ink for toner—that haven’t sat well with channel partners, so

perhaps this is a case of the firm taking on feedback.

Meanwhile, the mostly transactional consumer-focused Instant Ink subscription for inkjet printers—largely conducted through retail or direct channels—remains unchanged.

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Leadership transition at Global Industrial

US-based MRO, industrial and business products reseller Global Industrial has announced CEO Barry Litwin is to leave the company.

In a short statement, Global Industrial said Litwin had informed the board of his intention to leave to “pursue another opportunity.” From August 9, executive chairman and former CEO Richard Leeds will hold the fort until a permanent successor for Litwin is appointed. Leeds’ father, Mike,

co-founded the company in 1949.

Litwin joined Global Industrial—then known as Systemax—in 2019, at a time when the company was refocusing on its core MRO categories after offloading its IT distribution units in the US and internationally.

Last year, Global Industrial—which rebranded from Systemax in 2021—reported annual sales around $1.3 billion, a figure boosted by the acquisition of stockless reseller Indoff.

Imperial Dade continues to expand its empire

At time of going to press, jan/san reseller Imperial Dade had made three more acquisitions, the most recent involving a dealer that also sells office supplies.

Excell Direct is a Phoenix, Arizona-based distributor of foodservice and janitorial products founded by Stewart and Crystal Leary in 2007. According to the company’s website, it is also a reseller of ink and toner supplies and office products. It is not yet known whether the dealership will continue its office supplies line under the new ownership.

The move follows the addition of City Maintenance Supply, a distributor of janitorial and industrial products based in south Florida. Run by Chuck Neeld, the company’s two locations in Pompano Beach and Fort Meyers service customers throughout the state.

Meanwhile, in early July, Imperial Dade announced the acquisition of Pro-Tech Sanitation.

Founded in 1997 and still led by Chris Hagerman, Pro-Tech is a supplier of janitorial and cleaning supplies in Canada’s Atlantic provinces, including the markets of Prince Edward Island, Nova Scotia and New Brunswick.

This is one of several acquisitions Imperial Dade has made in the country since it entered the Canadian market in 2022 with the acquisition of Veritiv Canada.

These deals represent the reseller’s 89th, 90th and 91st transactions since Bob and Jason Tillis took over in 2007.

Imperial Dade said it remained committed to the strategic focus established more than 15 years ago to grow through both organic initiatives and a “disciplined” acquisition process.

TD SYNNEX confirms CEO change

As expected, Patrick Zammit is to be the next CEO of tech distributor TD SYNNEX.

The Frenchman was named the company’s COO at the start of the year, an appointment which appeared to be a CEO succession plan. Now, it has been confirmed that Zammit will take over from Rich Hume as of September 1, 2024.

Hume joined what was then Tech Data in 2016 as COO, taking over as CEO in 2018. During his tenure, he has helped lead the company through a period of significant transformation, including the acquisition of Avnet TS, taking the company private in partnership with Apollo Asset Management and the merger of Tech Data and SYNNEX.

Zammit joined Tech Data in 2017 following the acquisition of Avnet, where he had worked since 1993.

Hospeco closes Supply Source acquisition Industry News

Safety products and PPE manufacturer Hospeco Brands has emerged as the acquirer of Supply Source Enterprises (SSE).

In May, Hospeco announced it had made a bid to purchase certain SSE assets—including the Impact Products and The Safety Zone brands—out of Chapter 11 bankruptcy protection, although it could potentially have been outbid. Now, Hospeco has confirmed the acquisition was finalized on July 19 after a Delaware bankruptcy court selected it as the winning bidder.

“The addition of SSE’s products and capabilities, particularly the well-known The Safety Zone and Impact Products brands, immediately transforms the already-robust Hospeco Brands Group bundle into a true single-source solution across the most significant categories in the sanitary supply and industrial safety markets,” the company wrote.

It added: “This is a transformative moment of growth and a win for customers, who immediately gain access to virtually every product they need for the away-from-home market from a proven, trusted name. Customers of the former SSE and its affiliates can expect business as usual during this transition. The process by which orders were placed prior to the acquisition remains

unchanged. Hospeco Brands Group has already begun recapitalizing the business, and replenishment products are flowing.”

Meanwhile, Hospeco also announced the acquisition of Nuance Solutions.

Nuance is a Chicago, Illinois-based manufacturer of branded and private label household and industrial chemical cleaning products. It further strengthens Hospeco’s chemical processing capabilities following its previous acquisitions of Innocore, Chemcor and NILodor.

These businesses have manufacturing capacity on both coasts, in Canada, and now in the Midwest. Hospeco said this geographic spread offers customers reduced transportation costs, more efficient delivery times and minimized supply chain risks.

Nuance’s leadership and team—led by Sean Hoffman—remain in place and will help manage the combined businesses under the Hospeco Brands Group umbrella. Nuance facilities remain open and continue to manufacture, it was confirmed.

BradyPLUS acquires in New York

Jan/san, foodservice and packaging reseller BradyPlus has announced an acquisition in the New York metropolitan area.

The newest addition is TED Supply, a distributor of jan/ san, foodservice and a wide range of other products for not-for-profit, healthcare, real estate and property management clients. The business was founded in 2014 by Joel Dreifus, who will be staying on under the new ownership.

“The acquisition of TED Supply enables us to extend our geographic footprint further in a heavily populated

area and expand our capabilities across our core market segments,” said BradyPLUS CEO Ken Sweder.

“With this new partnership, we increase our presence in the New York area, strengthen our product portfolio and create greater operational efficiencies.”

Why has Washington turned on small businesses?

By: Paul A. Miller, Workplace Solutions Association legislative counsel

The landscape for small businesses in the United States is undergoing significant shifts due to various regulatory changes. The Corporate Transparency Act (CTA), the Biden administration’s overtime regulations, the Federal Trade Commission’s (FTC) ruling on non-competes and the new independent contractor rules collectively create a challenging environment for small businesses. This article delves into the negative impacts these regulations have on small enterprises, exploring how they can hinder growth, increase operational burdens and complicate compliance efforts.

CORPORATE TRANSPARENCY ACT

The Corporate Transparency Act, passed as part of the National Defense Authorization Act for Fiscal Year 2021, aims to combat illicit financial activities by increasing transparency around corporate ownership. While the intent behind the CTA is commendable, it poses several challenges for small businesses.

Increased compliance costs

The CTA requires small businesses to report beneficial ownership information to the Financial Crimes Enforcement Network. For many small enterprises,

this means additional administrative burdens and costs. Small businesses often lack the resources to handle complex compliance requirements, unlike larger corporations with dedicated legal and compliance teams. The costs associated with gathering, verifying and submitting the necessary information can be substantial, diverting funds from core business activities.

Privacy concerns

Small business owners may also face privacy concerns due to the CTA. The requirement to disclose personal

information of beneficial owners— including names, addresses and identifying numbers—raises the risk of data breaches and identity theft. Small businesses, which may not have robust cybersecurity measures in place, could be particularly vulnerable to such risks, potentially leading to financial losses and reputational damage.

Competitive disadvantages

The administrative burden imposed by the CTA could put small businesses at a competitive disadvantage compared to larger firms. While larger companies can absorb the costs and manage compliance more efficiently, small businesses may struggle to keep up, potentially losing out on business opportunities or facing fines for non-compliance.

BIDEN OVERTIME REGULATIONS

The Biden administration’s proposed changes to overtime regulations aim to increase the salary threshold for overtime pay eligibility. While intended to protect workers’ rights and ensure fair compensation, these changes could have adverse effects on small businesses.

Increased labor costs

Raising the salary threshold for overtime eligibility means that more employees will qualify for overtime pay. For small businesses with tight profit margins, this translates to higher labor costs. Employers may need to pay more in overtime wages or increase salaries to exempt employees from overtime, both of which can strain financial resources and reduce profitability.

Reduced workforce flexibility

Small businesses often rely on flexible work arrangements to manage workloads and respond to

market demands. The new overtime regulations could limit this flexibility, as employers may become more cautious about assigning overtime hours to avoid increased costs. This could result in reduced productivity and hinder the ability of small businesses to respond quickly to customer needs.

Potential job cuts

To manage increased labor costs, some small businesses might be forced to cut jobs or working hours. This can lead to decreased employee morale and productivity, further impacting the ability of businesses to compete and grow. In a worst-case scenario, some small businesses might even face closure if they cannot absorb the additional financial burden.

RULING ON NON-COMPETES

The FTC ruling on non-compete agreements aims to promote labor mobility and dismantle barriers to employment. While the ruling has benefits for workers, it presents several challenges for small businesses.

Loss of proprietary knowledge

Non-compete agreements have traditionally helped small businesses protect their proprietary knowledge and trade secrets. By preventing employees from joining competitors or starting rival businesses, non-competes have served as a safeguard for intellectual property. The FTC’s ruling could erode this protection, making it easier for competitors to poach talent and gain access to valuable business information.

Increased turnover and recruitment costs

The ruling on non-competes may lead to higher employee turnover rates, as workers gain more freedom to change jobs. For small businesses, which often invest significant time and resources

in training employees, this can result in increased recruitment and training costs. High turnover can also disrupt operations and affect the quality of products or services.

Competitive disadvantages

Without the ability to enforce non-compete agreements, small businesses may find it harder to retain top talent and compete with larger firms that can offer more attractive compensation packages. This could exacerbate existing challenges and widen the gap between small and large businesses.

BIDEN ADMINISTRATION INDEPENDENT CONTRACTOR RULES

The Biden administration has proposed changes to the rules governing independent contractors, with the aim of classifying more workers as employees. While the intention is to provide greater protections and benefits to workers, these changes could also negatively impact small businesses.

Increased labor costs and administrative burdens

Reclassifying independent contractors as employees means that small businesses will need to provide benefits such as health insurance, retirement plans and paid leave. This significantly increases labor costs and administrative burdens. Small businesses, which often rely on independent contractors for flexibility and cost savings, may struggle to afford these additional expenses.

Reduced flexibility

Independent contractors offer small businesses flexibility in managing workloads and responding to market fluctuations. The new rules could limit this flexibility, as reclassified employees will require more stable

working arrangements. This could hinder the ability of small businesses to scale operations up or down based on demand, potentially impacting their competitiveness.

Legal and compliance challenges

Navigating the complexities of the new independent contractor rules can be challenging for small businesses. Ensuring compliance requires a thorough understanding of labor laws and may necessitate legal assistance, further increasing costs. Non-compliance could result in fines and legal disputes, adding to the financial strain on small businesses.

CONCLUSION

The combined effects of the Corporate Transparency Act, the Biden administration’s overtime regulations, the FTC ruling on non-competes and new independent contractor rules create a challenging regulatory environment for small businesses. While these regulations aim to address important issues such as transparency, worker protection and fair competition, they also impose significant burdens on small enterprises.

Small businesses, which often operate with limited resources and tight profit margins, may struggle

Where’s the growth?

to absorb the increased costs and administrative burdens. The potential loss of flexibility, competitive disadvantages and increased compliance risks exacerbate these challenges. Congress needs to better understand us, our needs and how these issues negatively impact our growth. Washington should be a friend to the job creators, not a regulatory giant looking to put us out of business. We need a Congress with a backbone and a White House that balances the needs of workers and the growth of small businesses. A one-size-fits-all government approach has never been good for anyone.

The Holy Grail of the independent dealer

Mike Tucker, executive director, Workplace Solutions Association

It’s not news that successful independent dealers are constantly seeking out new product categories to offset the steady decline of traditional office products. You can no longer make a living selling filing solutions, correction fluid and legal pads in today’s corporate offices. Dealers are thus focusing on jan/ san, furniture, breakroom, acquisitions and more for growth opportunities.

As far back as the 1980s, dealers started looking beyond their comfort zone as “the age of office automation” began. Customers wanted word processing equipment, data storage, floppy disks and printwheels. Owners scrambled to find sources for these products and make decisions on what should be added to inventory. Salespeople were less than enthusiastic about getting into this unknown area.

And here we are 40 years later: “Déjà vu all over again,” as they say. Technology is once again the

prime opportunity for growth. The white-collar workforce continues to strive for enhanced office productivity and efficiency. This is compounded by the shift toward remote work and telecommuting. Word processors, printwheels and floppy disks have been replaced by laptops, multifunction printers, the cloud, cybersecurity, networking services … The list is growing daily.

The market for these products is enormous and shows no signs of slowing:

• The computer market is on track to hit $150 billion by 2027.

• Peripherals and accessories are expected to grow 12 per cent within the next five years.

• Printers and office equipment are expected to grow from $47.5 billion to $74 billion by 2031.

• The public sector IT market is valued

at $250 billion, driven by digital transformation initiatives.

So, what are you waiting for? Plan your work and work your plan!

• Nine out of 10 customers know what they want. Let them know you can get it for them.

• Create a business plan and set your goals (maybe AI can help you).

• Partner with vendors and distributors who can help you achieve your goals.

• Identify tech-savvy members of your team as well as customers who can help.

• Make sure your website and online ordering platform are up to speed.

Participate in the Workplace Solutions Association’s Tech 101 series, presented by Ingram Micro, coming in early October!

Stay cool and stay tuned for more details in the coming weeks …

About CBIZ Employee Benefits

CBIZ Employee Benefits is the single-source benefits solution for members of the Workplace Solutions Association. With a national presence, enrollment support, and supplemental communications materials, CBIZ can help you meet the needs of your employees in an everchanging market. Our team of specialized experts will collaborate with you to develop an actionable plan tailored to your unique pain points and goals. This is not cookie-cutter consulting. With thousands of clients nationwide, and more than a decade of proven results, we’re the partner you can count of to provide the strategic benefits solutions you need.

To learn how we can help you please email or click the link:

Ryan Oursler at ryan.oursler@cbiz.com

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Join us for this free webinar as we discuss strategies to reduce costs, options for optimizing benefits for your team, and answer your questions in an interactive Q&A. AUGUST 20 | 2 PM EST

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The nominees are…

With nine awards up for grabs, the winners of the NAOPA will be announced at Industry Week in September

For the fourth consecutive year, the North American Office Products Awards (NAOPA) are being hosted by OPI in association with Independent Suppliers Group (ISG). All awards will be presented at Industry Week ’24 powered by ISG, to be held in Orlando, Florida, from September 21-26.

A record-breaking number of entries have been received for the five product categories. The shortlist below is proof that innovation, functionality and aesthetics are top of mind for vendors in the business supplies industry: Four further awards will be presented during Industry Week, including Young Executive of the Year. Here are the award shortlists. (For more information about the nominees, see page 34):

YOUNG EXECUTIVE OF THE YEAR

• Donata Barber – Director of marketing, Suburban

• Daniel Benjamin – President, Benjamin Office Supply

• Trent Rains – Senior Business Development Manager, The HON Company

• Samantha Richards – Director,

Merchandise – Office Products and Cut Sheet Paper, Essendant

• Mark Whitfield – Chief Revenue Officer, Product Movement

BEST PRODUCT – CORE BUSINESS PRODUCT

• 3M – Scotch Paper Tape

• C-Line Products – Dry Erase Dot Decals

• Fellowes – Fellowes AutoMax 100MA Auto Feed Shredder

• GoodsiQ dba Amax – Bostitch Office Konnect Desk Organizer and Charging Station

• Kensington – Kensington W2050 Pro 1080p Auto Focus Webcam

• Newell Brands – DYMO LetraTag 200B Bluetooth Label Maker

BEST PRODUCT – FACILITIES, BREAKROOM, SAFETY & INFECTION CONTROL

• Egal Pads – Pads-on-a-Roll

• Essity – Tork 2-in-1 Scouring and Cleaning Foodservice Towel

• Essity – Tork Carbon Neutral Certified Dispensers

• Reckitt/Lysol Pro Solutions –

Professional Lysol Disinfectant

Bathroom Cleaner

• Satco Products – Satco LED T8 Tube with Battery Backup

• Satco Products – LED 2-Piece 8’ T8 Tube

BEST PRODUCT – FURNITURE

• ACCO Brands – Quartet InvisaMount Magnetic Glass Dry Erase Board

• ErgoAV – ErgoFx Adjustable Height Standing Desk

• Ghent – GRVT Mobile Collaboration Hub

• The HON Company – Cofi

• The HON Company – SoCo

• Victor Technology – The Worky Home Office

BEST PRODUCT – TECHNOLOGY

• ECI Software Solutions – EvolutionX

• ErgoAV – Monitor Desk Mount With Docking Station

• Luxor – KwikBoost EdgePower

• Kensington – Kensington SD4880P USB-C 10Gbps Quad Video 17-in-1

Driverless Dock

• Prima Edge – Prima Engage

• S.P. Richards – printSMART

INNOVATION OF THE YEAR

• 3M – Scotch Paper Tape

• Essity – Tork 2-in-1 Scouring and Cleaning Foodservice Towel

• Ghent – GRVT Mobile Collaboration Hub

• Newell Brands – Sharpie Creative Markers

• PS Furniture – Revolution Shield Handgun Bullet Shield Flip-top Tables

• Satco Products – LED 2-Piece 8’ T8 Tube

The Professional of the Year and Industry Achievement awards will be presented during Industry Week—there is no shortlist for these awards. Finally, INDEPENDENT DEALER readers can get involved in the popular People’s Choice award. Find out how on page 35 »

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YOUNG GUNS

Find out a little more about the five outstanding candidates who have been shortlisted for the prestigious Young Executive of the Year award at the NOAPA.

DONATA BARBER, SUBURBAN

Donata Barber knows all about the importance of the customer experience and thrives in her role—which has evolved over several years—at Suburban. She impresses with her proactive and collaborative attitude at the dealer as well as her wide-ranging industry participation. The NAOPA judges are confident Barber is a leader of the future who has already made a big impact on her peers.

DANIEL BENJAMIN, BENJAMIN OFFICE SUPPLY

Now the second president at Benjamin Office Supply, Daniel Benjamin has a reputation for leading the family dealership by example and with vision. Customers, suppliers and colleagues alike describe him as focused, solutions-orientated and results-driven, with an unwavering commitment to innovative excellence.

TRENT RAINS, THE HON COMPANY

As senior business development manager at The HON Company, Trent Rains helps to implement a range of initiatives by the vendor— notably its HON Now office furniture program. He is highly regarded for his exceptional work ethic and his comprehensive training and testing modules for dealers.

SAMANTHA RICHARDS, ESSENDANT

Samantha Richards’ responsibilities have significantly expanded during her time at Essendant and she has consistently risen to the challenge. Currently director of merchandising for the office products and cut sheet paper category, Richards is highly capable and productive in her position. She also serves as a mentor to her peers in emerging roles.

MARK WHITFIELD, PRODUCT MOVEMENT

Mark Whitfield works for Product Movement, a third-party seller on Amazon Marketplace. As chief revenue officer, he has considerably grown the firm’s top and bottom line, cultivated new and existing vendor relationships and facilitated expansion. He is also in charge of inventory management.

NOW CAST YOUR VOTE…

Here is your chance to select the top product(s) in the People’s Choice category of this year’s NAOPA.

The following pages outline the 26 products shortlisted. You have three votes to submit to help select the winner of the coveted People’s Choice award. Online voting is now available and is quick and easy –simply visit: www.opi.net/vote2024

The winner will be announced at Industry Week ’24 powered by ISG, held in Orlando, Florida, from September 21-26.

Can be rinsed and reused again and again for less waste

more at www.torkusa.com

3M – SCOTCH PAPER TAPE

Scotch Paper Tape is 3M’s first see-through paper tape. The translucent—clear enough to read through —paper-based product is ideal for labeling, light hanging, repairing or decorating.

The tape, which can be cleanly removed from all surfaces, can be used in any Scotch dispenser or simply be torn off by hand.

ECI SOFTWARE SOLUTIONS – EVOLUTIONX

ACCO BRANDS – QUARTET INVISAMOUNT MAGNETIC GLASS DRY ERASE BOARD

With its invisible mounting system, the Quartet InvisaMount Board is an unobstructed sheet of glass, giving the product a contemporary look. GREENGUARD Gold Certified, boards are available in black and white and offered in multiple sizes for both horizontal and vertical mounting.

EvolutionX is a best-in-class B2B e-commerce solution that helps distributors, manufacturers and wholesalers sell more online through content, commerce, connectivity and communication.

The platform provides a modern website which allows customers to browse, add to their carts and buy products in seconds.

EGAL PADS – PADS-ON-A-ROLL

Almost every menstruator at some point has been surprised by their period and caught without a product. Pads-on-a-Roll is a solution that is affordable, private, easy to implement and accessible to all users.

Each roll of 40 individually wrapped menstrual pads fits a compact dispenser thar can be placed in a toilet stall, where it is needed most.

ERGOAV – ERGOFX ADJUSTABLE HEIGHT STANDING DESK

The ErgoFx is more than a standard, adjustable-height standing desk. It’s equipped with an integrated wireless phone charger, a concealed power supply compartment, an accessible LED-lit front fast charging panel and several USB ports for easy-access charging.

C-LINE PRODUCTS –DRY ERASE DOT DECALS

C-Line’s Dry Erase Dot Decals are perfect for teaching and training purposes and turn any flat surface into an instant learning space.

The bright, primary-colored circles add excitement to any environment and make lessons more fun for children.

The decals can be used in the classroom and other locations to leave notes or personalize a space. They work with dry erase markers and are easy to apply, reposition and remove.

ERGOAV

– MONITOR DESK MOUNT WITH DOCKING STATION

ErgoAV’s Monitor Desk Mount with Docking Station is a comprehensive solution designed to conveniently connect all manner of technology. With up to 75 watts of device capability via the USB-C port and two USB-A 3.0 ports, users can connect USB devices to transfer files or charge smaller equipment.

The desk mount also comes with an AUX output for earbuds or other tech as well as a HDMI port.

ESSITY – TORK CARBON NEUTRAL CERTIFIED DISPENSERS

Since 2023, Tork dispensers in North America have been available with carbon-neutral certification. The carbon emissions for these dispensers are reduced and offset across the entire lifecycle of the product.

All remaining emissions are compensated for through ClimatePartner projects. The emissions savings in a year from this initiative are enough to drive a petrol car 900 times around the world.

ESSITY – TORK 2-IN-1 SCOURING AND CLEANING FOODSERVICE TOWEL

Essity’s new Tork innovative cleaning cloth is a hybrid between a wipe and a scouring sponge.

It cleans stubborn messes more efficiently than standard Tork foodservice wipes with two-in-one abrasive and absorbent scrubbing. It’s non-scratch and can be rinsed and reused, resulting in less waste.

FELLOWES – FELLOWES AUTOMAX 100MA AUTO FEED SHREDDER

Fellowes’ AutoMax 100MA Auto Feed

Shredder allows users to achieve enhanced productivity with utmost confidentiality—free of frustration or interruption. The machine shreds up to ten sheets manually or 100 sheets automatically, all with micro-cut security.

The Force That Attracts COLLABORATION

Harness the collaboration power and innovation with GRVT®, a revolutionary mobile glassboard that seamlessly transforms into a functional table, embodying the essence of creativity and functionality in perfect harmony.

Experience GRV T® today. Learn more at ghent.com/grvt

CAST YOUR VOTE HERE

GHENT – GRVT MOBILE COLLABORATION HUB

Ghent’s GRVT—pronounced “gravity” —is a mobile collaboration hub that combines a table, writing surface, seating and power.

Suitable for use indoors and outdoors, the hub fosters natural collaboration and empowers employees to tailor their work environment to changing demands.

GOODSIQ DBA AMAX – BOSTITCH OFFICE

KONNECT DESK ORGANIZER AND CHARGING STATION

GoodsiQ’s Konnect Desk Organizer doubles up as a cord management solution: it not only charges devices such as phones and tablets with built-in USB ports and a dual power hub, but also organizes any electronic cords with the cord wrap, so they’re untangled and out of the way.

This all-in-one stackable kit can be used as a single unit or broken down into several individual components.

KENSINGTON – KENSINGTON

W2050 PRO 1080P

AUTO FOCUS

WEBCAM

The W2050 webcam—part of Kensington’s professional video conferencing ecosystem—delivers high-quality video, dynamic zoom, two omnidirectional stereo microphones, flexible camera placement and enhanced low-light imaging.

The W2050 provides a powerful, flexible experience on Microsoft Teams, Google Meet, Zoom and other platforms.

by LUXOR

NAOPA CAST YOUR VOTE HERE

KENSINGTON – KENSINGTON

SD4880P USB-C 10GBPS QUAD VIDEO 17-IN-1 DRIVERLESS DOCK

Revolutionizing the USB-C docking experience, the SD4880P USB-C 10Gbps Quad Video Driverless Dock supports up to four external monitors, provides ten plug-and-charge USB ports and delivers 100W dynamic power delivery in a premium 17-in-1 design. Connected accessories can be charged without relying on a host laptop connection, helping to create a clutter-free workspace.

LUXOR – KWIKBOOST EDGEPOWER

Luxor’s KwikBoost EdgePower offers a cordless power solution for offices that value mobility and flexibility. It eliminates cords and adapts to various spaces. The high-capacity battery charges multiple devices at the same time.

NEWELL BRANDS – SHARPIE CREATIVE MARKERS

Newell Brands’ Sharpie line has over 21 percent of total writing category sales. Its new Sharpie Creative Markers are another innovation that bring an artist’s vision to life.

The water-based, brightly colored acrylic markers feature paint-like ink that does not bleed through paper, ensuring clean and neat work. They can be used on light and dark surfaces, including paper, metal, wood, ceramic, glass, rock and canvas.

NAOPA

PRIMA EDGE – PRIMA ENGAGE

Prima Engage is a brand-new addition to the Prima suite, designed to transform the sales process through technology, process optimization and a people-centric design. With the software, resellers can manage the complete sales cycle with analysis and feedback to get the best from every campaign.

NEWELL BRANDS – DYMO LETRATAG 200B BLUETOOTH LABEL MAKER

The portable DYMO LetraTag 200B Bluetooth Label Maker is ready to go in seconds, using automatic Bluetooth connection to print all LetraTag label types and colors.

With the LetraTag Connect app, users can print directly from their tablet or smartphone—at home or on the go.

PS

FURNITURE – REVOLUTION

SHIELD HANDGUN BULLET SHIELD FLIP-TOP TABLES

PS Furniture’s Revolution Shield flip-top tables give people something to hide behind to protect themselves from bullets fired from a handgun. This could buy them precious time during an episode of walk-in handgun violence. Only bricks, masonry and trees afford similar ballistic cover.

RECKITT/LYSOL PRO SOLUTIONS –PROFESSIONAL LYSOL

DISINFECTANT BATHROOM CLEANER

Reckitt’s Lysol Disinfectant Bathroom Cleaner gives professional bathrooms a long-lasting clean. It features polymer technology that creates a protective layer on the surface which helps prevent the build-up of soap scum and dissolves hard water stains and limescale. This can reduce cleaning frequency, lowering product and labor spend.

SATCO PRODUCTS – SATCO LED T8 TUBE WITH BATTERY BACKUP

SATCO PRODUCTS – LED 2-PIECE 8’ T8 TUBE

Satco’s LED 2-Piece 8’ T8 Tube allows for reduced shipping costs and easier installation than a single lamp. It ships in a four-foot carton and securely interlocks in the center for continuous light. Aside from saving shipping costs, the tube lamp also requires less warehouse space and offers wattage and color selection at the point of installation.

The Satco LED T8 Tube with Battery Backup is a niche product that gives a facility the opportunity to add emergency lighting to an area without the costly installation of traditional emergency lighting units. It offers 90 minutes of illumination during a power failure.

THE HON COMPANY – COFI

The HON Company’s Cofi range is a sophisticated seating solution that features a refined design, detailed stitching and premium materials. Whether you’re in a private office or calling the shots at a board meeting in a conference room, Cofi’s variety of styles beautifully represents any company’s image.

S.P. RICHARDS – PRINTSMART

S.P. Richards’ (SPR) printSMART is a program that automates toner replenishment on a contractual basis, allowing customers to focus on revenue-generating tasks. SPR has partnered with footPRINT for this offering and provides guidance, a comprehensive portal and full-service support to resellers entering the MPS space.

THE HON COMPANY – SOCO

SoCo is a modular lounge series by The HON Company designed to facilitate both collaborative and focused work. It offers comfort, many configuration possibilities and a soft, tailored aesthetic for shared spaces. Taking a break from personal workstations can make a considerable difference to productivity and the ability to focus.

VICTOR TECHNOLOGY –THE WORKY HOME OFFICE

The Worky Home Office makes any space an office by bringing together all the elements of a productive desk set-up in one convenient, mobile solution.

This workspace for remote employees features an LED video conference light, four-port power strip, dry erase magnetic whiteboard, document storage and more.

Cancer’s early detection is about to get earlier.

Researchers at City of Hope® have developed and tested an innovative machine-learning approach that could enable the earlier detection of cancer in patients by using smaller blood draws. Working in the background is a learning algorithm they developed. Instead of analyzing specific mutations, City of Hope and colleagues at John Hopkins University came up with a new way to detect the di erence in patterns of cancer and normal cfDNA.

This new technology gets patients closer to receiving a blood test annually to detect cancer earlier, when it is more treatable and easier to cure.

As always, City of Hope is ahead of the cancer curve.

CITY OF HOPE’S NATIONAL BUSINESS PRODUCTS INDUSTRY’S 2024 UPCOMING EVENTS

Sunday to Monday, August 11 to 12

Honoree Golf Outing Hosted by Harry Dochelli and Essendant

The Philadelphia Cricket Club, Philadelphia, Pennsylvania

Tuesday to Thursday, September 3 to 5

Annual NBPI/HHI City of Hope Industry Golf Challenge at Pebble Beach

Pebble Beach Resort, Pebble Beach, California

CityofHope.org

Wednesday, September 18

The NBPI Memorial Golf Classic, Hosted by Essendant

The famous No. 4 Course – Dubsdread Cog Hill Golf & Country Club, Lemont, Illinois

Thursday, September 19

2024 NBPI Spirit of Life ® Gala Honoring Harry Dochelli of Essendant

Renaissance Schaumburg, Schaumburg, Illinois

Spirit of Life®

2024

Honoree Harry Dochelli President and CEO, Essendant (Ret.)

By Lisa Veeck

With office products sales tailing off, few in the IDC would argue the need to diversify. The question is which category to turn to. Janitorial supplies has been an obvious choice for many dealers—some organically, others as a response to the COVID-19 pandemic. So, for those who have entered the janitorial supply (jan/san) arena, has the move paid off?

Arrow Office Supply Co., Detroit, Michigan, began selling janitorial supplies about 10 years ago, but the pandemic heightened its focus on the category. “We saw the writing on the wall with COVID-19 and brought in a lot of jan/san inventory,” recalls partner and owner Marc Crane. “We became the go-to source for jan/san products for our customers who couldn’t get what they needed from other places.”

Since the pandemic, not only has Arrow continued to stock jan/san; its reps now lead with it. “The office products industry has been stagnant or declining and our name is Arrow Office Supply, so people know we sell office products,” says Crane. “They might not know that we sell janitorial products, so our salespeople lead with that. Carrying jan/san products has helped accelerate our growth.”

Arrow’s top-stocked items include toilet paper, towels, soap, hand sanitizer and trashcan liners. The company buys these from Essendant and directly from some manufacturers through ISG.

Office Products Alliance (OPA), Kansas City, Missouri, has sold jan/san products since 1993 but “really ramped up its focus on it about five years ago,” says president Mark Whitlow. “COVID-19 threw us into the pool and we came out realizing we really need to be here.” So, four years ago, OPA hired a jan/san specialist with 30 years of experience who could hit the ground running. And run he has: while

pre-pandemic, Whitlow estimates jan/ san accounted for four to five percent of the company’s sales, today that figure stands at between 20 and 25 percent. The top sellers include paper towels, toilet paper, paper dispensers and trashcan liners.

OPA buys some of its jan/san products from S.P. Richards, but most are purchased direct from manufacturers, half of which it has found through ISG. “There’s a price level you must hit to be competitive,” explains Whitlow. “You can’t compete in the space with competitive pricing. Going direct fueled our growth.”

The pandemic is also why Stationers Inc., Huntington, West Virginia—with annual sales of $35 million—got into jan/san. “Customers were asking for items they couldn’t get during COVID-19 that we could supply,” recalls president Justin Carpenter. “We discovered it was very lucrative, so we figured, ‘Why not?’ We started with basic, easy things like paper towels and toilet paper in 2022. We took baby steps and used our existing wholesalers, like S.P. Richards, that had experienced jan/san people on staff. Last year, we started expanding into more items. We started buying direct from manufacturers through

ISG and jan/san wholesalers such as RJ Schinner for better pricing. I am on the board of ISG and Frank Hoard [ISG facility supply channel director] is a great resource. Once we grow the business large enough to support one, we will hire a jan/san specialist. But Frank has been invaluable. He helped us go after larger medical facilities, selling things like dilution systems and industrial supplies. We even brought Frank in to walk through hospitals. We’ve experienced 30 percent growth in the category and recently secured a contract with a 100-bed rehabilitation clinic that had been using Cintas.”

According to Carpenter, Stationers’ largest customers are in healthcare and banking—mainly because these make up the largest existing customer base in the company’s other categories: “With our office products and furniture, we tell customers we are already doing two out of three and emphasize the convenience of having one order, one invoice delivered daily.”

At Eakes Office Solutions, Grand Island, Nebraska, jan/san currently accounts for about 15 percent of overall sales—a percentage Timur Aydinli, Eakes’ janitorial division manager, expects will climb. The company’s biggest customers are in education,

manufacturing, healthcare and building service contracting. Unlike for many dealers, however, the stronger focus on jan/san was not pandemic driven. “We started selling the category 10 years ago because some of our existing customers were looking for jan/san items,” explains Aydinli. “We hired our first specialist nine years ago. We currently have 11 specialists and 23 office product reps capable of selling jan/san.”

According to Aydinli, the company’s jan/san reps are certified and receive ongoing training for a reason: “Office products and jan/san call for different sales skills. With jan/san, you have responsibility. You need technical knowledge. You need to know the makeup of chemicals and what works on what surfaces. Sales reps need product knowledge about anything they sell. However, chemicals can be dangerous if you don’t supply customers with the necessary education about the product or the right personal protective equipment. Reps need to be educated and have ongoing

training because the responsibility of selling jan/san is at a whole different level than other products.”

Having specialists has also helped Eakes expand its offerings. “We are a full-solution jan/san supplier,” says Aydinli. “We offer paper and chemicals. We do a large volume in sweepers, vacuums and other equipment.”

As for suppliers: “We buy from wholesalers like RJ Schinner and R-3 Redistribution, as well as S.P. Richards and Essendant. But 70 to 80 percent of our jan/san we buy direct from manufacturers, including ones we find through ISG.”

Aydinli is a big fan of buying direct: “It gives us better customer service and training and field support. It allows us to establish relationships with manufacturers and get better pricing, which helps us build relationships with customers.”

Beyond the ordinary

When it comes to products, this category proves to be a particularly broad church. “It depends on what you

consider jan/san, but some of the more unique requests we’ve received at OPA include 500 of those burners that caterers use to keep the food warm on a buffet and the toothpicks that hold the olives in a martini,” says Whitlow. “Many conglomerates would say they don’t have an item and leave the customer with the pain of finding it. But the word ‘no’ never comes out of our mouths. If we know what they want, we’ll get it. It’s not difficult—it just takes some extra time and effort. I think that is one of the advantages of being an independent dealer. We put the extra time and effort into finding what customers need. Those items won’t be huge sales, but they help the relationship. Customers want a one-stop shop.”

Stationers is similarly selling products the company never even considered when moving into jan/san as a category. “When we walked through with Frank, we found there was much more to jan/ san than we thought,” Carpenter recalls. “Shampoo, conditioner, health-grade dilution systems, pads for floor buffers, laundry detergent … For people in a

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rehabilitation center for 90 days, going to the laundromat is not part of the program!”

Facing the challenges

Jan/san is also a category that is under less pressure from Amazon than most, suggests Aydinli: “We benefit from having our feet on the street, customer support and next-day delivery with no minimum. And we are less worried in jan/san—Amazon doesn’t provide any support or education, and there are many things, like chemicals, people can’t buy online. Few people will go online and outfit a whole facility with dispensers or laundry, ware wash, drain maintenance or laundry supplies.”

Arrow’s Crane nonetheless acknowledges that office product dealers selling jan/san face their own issues. “The worst thing you can hear a customer say is, ‘I didn’t know you sold that,’” he says. “Also, a different level of knowledge is required and going against jan/san houses to get large dispenser contracts from manufacturers like Kimberly-Clark or Georgia Pacific can be difficult.”

For Carpenter at Stationers, the biggest challenge is education: “There’s a knowledge gap. We can’t expect our sales and customer service teams to be immediate experts. We sell too many products for that, and our tenured sales reps have been selling the same categories for a long time. The second challenge is getting the reps confident enough to introduce jan/san to their accounts that are already doing well; not to be afraid something could go wrong and sour the account.”

Reaping the benefits

Despite these issues, all the dealers interviewed believe they are far outweighed by the benefits.

“Our growth in jan/san at Arrow is in the double digits,” enthuses Crane. “The orders are larger, with better margins, and customers are less likely to price shop on Amazon for jan/san than they are for office products. It’s a different buyer. Instead of coming in the front door, you are coming in the back door, dealing with facility managers and maintenance personnel

who are more likely to look for service. And we have an advantage because we deliver next day, whereas most traditional jan/san companies deliver on a set schedule.”

Whitlow believes selling jan/san has fueled growth for OPA in other areas. “Jan/san opens the door to other categories,” he explains. “The main verticals we sell to are manufacturing, hotels and entertainment. We started doing food service about 18 months ago. We got connected to a lot of hotels through jan/san and many of them wanted to talk about food service. Once you get the relationship started, it goes from there.”

For Aydinli, “Selling jan/san made sense for us at Eakes because it fits into our business model. We had the technology and next-day delivery, so it was a seamless transition with instant benefits. And the beauty of jan/ san is that it’s a necessity, a staple. Every customer needs the products. Also, it depends on whether or not the product is a commodity, like paper or can liners. For those, the pricing can be competitive, but generally the margins are higher than on office products.”

Indeed, these margins have helped the Stationers team become more comfortable selling jan/san. “The margins are a lot lower in office products, so when the reps see the jan/ san margins, they are excited to make more money,” reports Carpenter. “It also allows us to be a one-stop shop and compete with Amazon. Our reps can walk in and say, ‘We do it all.’ And it’s not just pricing—they can articulate the overall cost and time savings of having one vendor with one customer service person, rep and invoice. It helps us and it helps the customer.”

Ready, set, go!

For those dealers keen to dip their toes into new waters, these jan/san

Cover Story

trailblazers have some sage counsel. “If you want to grow, buy direct from manufacturers,” advises OPA’s Whitlow. “Wholesalers have a good product mix, but the pricing isn’t good enough for the category. Buying direct means stocking and adding inventory adds expense, but no risk, no reward. Also, know your competition in your unique areas. Are there big players in your backyard? Are there a lot of small jan/san suppliers? If you buy direct, you can compete because maybe some of the smaller dealers cannot; you need to know your competition. Every independent dealer needs to diversify to stay relevant. There are many ways to diversify, but office products are shrinking. Jan/san is growing, so it’s a first step to stay relevant. Also, ensure you stay updated on technology to provide a good user experience.”

Carpenter recommends following in Stationers’ footsteps: “Start with simple things. You don’t have to be a $30 million company to get into things like soap, hand sanitizer, toilet paper and paper towels. You can get them for a reasonably competitive price from S.P. Richards and Essendant, and they have janitorial experts to help. Sell first to your existing customer base. Once your reps are more comfortable and you have the resources and want more volume, don’t be afraid to bring in help from your groups like ISG to help you take it to the next level.”

Crane suggests there’s no reason for other dealers to hesitate: “Jump right in and get the sales staff to buy in and start pushing it. The way the industry is going, it’s necessary for independent dealers to become proficient at selling jan/san.”

Eakes’ Aydinli believes success in the category “comes down to being willing to build out a good jan/san program, invest in ongoing education and training, and find specialists with knowledge. I can’t stress enough the responsibility aspect of selling jan/ san. Laundry services in hospitals and infection prevention are real responsibilities. However, there are benefits for independent dealers that build the infrastructure. It’s another category to diversify into. Everyone needs it and integrating it into an existing office products website is easy. It’s a way to move toward becoming a one-stop shop. Also, it may not seem glamourous, but it’s a chance to provide solutions that keep people safe and healthy and their facilities clean. It’s pretty exciting and it’s fun.”

LOGICBLOCK: The Logical Choice

With nearly 1,000 deployments under its belt and a platform that continues to be expanded to meet and anticipate client needs, Logicblock is a leading provider of comprehensive, tailored e-commerce solutions headquartered in Atlanta, Georgia. The company’s success comes from its combination of cutting-edge technology, easy platform integration and a can-do attitude customers love.

Getting started

From the day he took his first “Intro to HTML” class in college, Alexander

Nicolaides was hooked on web design. A fast learner, he was soon freelancing, offering “Affordable Web Design”—as the sign he placed on the side of the road promised. He collected a whopping $400 for his first custom-designed, hand-coded website. Meanwhile, his cousin and best friend Joe Tapia was learning backend coding, so the pair soon started working on projects together.

After college, Nicolaides worked with Internet of Things provider Numerex Corp in various positions while continuing to freelance. Increasingly, he

found customers wanted e-commerce capabilities that the company’s existing solutions couldn’t provide.

So the two men built their own, developing their first product—7Cart, a flexible, customizable e-commerce platform—in 2011.

Today, Nicolaides serves as CEO and Tapia as chief technology officer of Logicblock.

A logical solution for independent dealers

Logicblock is particularly aware of the unique website needs of independent office products dealers, offering them much-needed

capabilities, including the following:

• Customization: Independent dealers can fully personalize their websites to reflect their unique national and/or local brand identity and meet specific business needs. The platform’s flexibility ensures dealers can customize every aspect of their site, from design and layout to product offerings and customer interactions.

• Scalability: The Logicblock platform scales with dealers’ business, accommodating growth

and changes in market demands.

• Search engine optimization: Logicblock provides independent dealers with all the tools they need to be search engine friendly, which leads to increased click-through rates and higher ranking in organic search results.

• Comprehensive reporting: Dealers have access to extensive reporting tools that provide deep insights into sales, customer behavior and market trends.

• Dynamic pricing: Logicblock’s dynamic pricing tools allow dealers to stay competitive in real time, adjusting prices based on market conditions and the competition.

• Integration: Seamless integration with major wholesalers and third-party systems ensures smooth operations and data consistency. It also integrates with business systems to make independent dealers’ business lives easier, such as:

o enterprise resource planning to streamline inventory management, order processing and financial reporting;

o marketing tools to enhance customer engagement, automate marketing campaigns and improve conversion rates;

o payment gateways to provide secure, flexible payment options for customers; and

o shipping solutions to provide timely and accurate delivery, improving customer satisfaction.

Bring on the competition

How do these features stack up against the competition? “Our platform stands out from competitors due to its unmatched flexibility, comprehensive integration capabilities and strong focus on customer success,” says Nicolaides. “Logicblock’s platform is highly customizable, allowing dealers to tailor it to their specific needs.

Additionally, our commitment to continuous innovation and comprehensive support services ensure customers can rely on us as a true strategic partner.”

Paul Gatens, Logicblock’s vice president of marketing, describes Logicblock’s advantage for independent dealers compared to the competition: “Our platform tends to be less restrictive in what it allows dealers to

do because of its innate flexibility and easy integration with other software. This makes Logicblock more cost-effective and customizable and gives it superior SEO capabilities, resulting in more traffic.”

The two sides of Amazon “Logicblock offers tools and integrations that help independent dealers compete with large marketplaces like Amazon,” explains Nicolaides. “Our platform enables dealers to offer a competitive and efficient shopping experience, making it easier to attract and retain customers in the face of

(l-r) Joe Tapia & Alexander Nicolaides

fierce competition.”

Gatens agrees but says the platform works both ways:

“Amazon is a competitor for some of our clients and we help them aggressively compete by providing a customer-friendly, fast, efficient website experience. However, we also facilitate customers that choose to sell through Amazon. Our platform integrates smoothly to help make selling on Amazon easy for them.”

Support how it is needed

According to Nicolaides, Logicblock offers comprehensive support services, including training and consulting, to help dealers make the most of the platform.

Gatens elaborates:

“We offer multiple tiers of support depending on the customer’s needs. We’ve found independent dealers require different levels of support—some need more,

others less. Some need more because they are doing something unique. So, we offer a standard ticketed system that allows customers to submit a ticket and track its progress. We also offer what we call ‘concierge support,’ which includes being able to call direct for assistance or schedule a meeting, whatever is needed. Finally, we offer director-level consulting where our leadership team spends time working directly with the customers to understand their business and go-to-market strategy in order to help make sure the software is being used as effectively and efficiently as possible to support the goals of the business.”

Looking ahead

“Logicblock is committed to further enhancing our platform with advanced AI-driven analytics, improved user experiences and

expanded integration capabilities,” continues Nicolaides. “We are constantly focused on developing tools and services that empower independent dealers to compete effectively in the digital marketplace. Our goal is to continue evolving and innovating to ensure our customers remain at the forefront of e-commerce success. Logicblock is more than a software provider.

We are a strategic partner. We are acutely aware of the challenges in our industry, particularly the competitive pressures from giants like Amazon. Our goal is to empower independent merchants with the tools and expertise they need to not just survive but thrive in this environment.”

For more information and to request a Logicblock demonstration, contact them today.

SUSTAINABILITY IS IN OUR DNA

Sustainability is essential in everything we do as a company. From the product concept design, through the development, procurement of the components, manufacturing, to the distribution of the products to the customers. Demontstrate your commitment, by selecting your Visual Communication products from our Cradle to Cradle Certified® EARTH product range.

From paper clips to pixels:

how AI is redefining the office supplies industry

West McDonald, founder of GoWest. ai, is a recognized expert in AI solutions, with extensive experience across various technology sectors. His work focuses on generative AI applications and strategies for maximizing recurring revenue, guiding businesses toward innovative growth. West is dedicated to fostering a culture of learning and excellence through AI-driven innovation.

Office products and artificial intelligence (AI)? It might sound crazy, but there’s a compelling case for how AI might apply to this traditionally staid industry. I’ve been in the channel for over 25 years, mostly working with independent dealers on their managed print programs—a sector that has taken a significant hit. The pandemic certainly didn’t help, as many people left the office and, unfortunately, never returned. Our customers

and the way we work with them are changing. Whether we like it or not, our channel is evolving in ways we aren’t 100 percent ready for.

A couple of years ago, I was introduced to this “crazy new toy” called ChatGPT. It was an early iteration, full of hallucinations and restrictions on how much you could use it. But I knew right away after questioning it and having it help me research supplies and parts for a HP printer that this was a game-changer.

No more hours Googling to get answers. Fast forward to today and my company works with organizations to get their AI strategies right. This brings us back to the office products industry. Like the customers you serve, you have broken workflows: “busy work” getting in the way of meaningful work. AI isn’t just for writing; it’s a versatile tool that can enhance various aspects of business operations. Here are five key ways AI can be applied in your dealership today:

• AI meeting assistant: I use AI in every one of my Zoom and Teams meetings. Many of the leading tools in the space (I use timeOS, but you may have seen Otter or Firefly) allow me to customize summaries to match my workflow, but you can also just do chronological if that’s your thing. Imagine not having to worry about jotting down every detail during a meeting and instead focusing on the

discussion, knowing that AI will provide a comprehensive summary afterward.

• Data analytics: If you aren’t quite getting the most out of your reports (and who is?), AI can really help here. You can upload structured or unstructured data and have a conversation with that data. It’s like being able to create any report you want on the fly—no Excel or data science degree required. I remember one instance where AI helped me analyze a complex set of sales data in minutes, which would have otherwise taken hours of manual effort.

• Research assistant: If I’m writing an e-guide or an article that requires a deep understanding of topics I’m not familiar with, I no longer use Google. I use ChatGPT or Claude and sometimes even Perplexity. ai. These tools cut through the noise and get straight to the point, providing reliable sources without the hassle of paid ads. This is invaluable when you’re trying to get a handle on a new product line or market trend quickly.

• Trainer and education specialist: You can train AI on very specific bodies of knowledge—let’s say the different lines of furniture you sell and their value propositions. A custom GPT can then be created to train and

quiz your salespeople to ensure they understand the product line better than ever. Bonus: they can use the same custom AI during a sales call to have instant access to information that may be the difference between winning and losing a deal. It’s like having a personal coach in your pocket.

• CRM integration: It takes the average person, if they’re doing it correctly, an hour to an hour and a half every day to update their CRM. Don’t do this anymore—let AI do it. Most solutions, like the one I mentioned for call summarization above, have integrations with leading CRMs like HubSpot. Imagine a manager being able to review call notes moments after a call and give actionable feedback to the sales team. It’s a game-changer for keeping everything

West McDonald

streamlined and focused on selling rather than data entry.

But before you “AI” … Before diving into AI applications, it’s crucial to ensure safe and responsible usage. Here are three essential guidelines that we always help our clients to establish:

• Build a company AI use policy: Clearly define which AI tools are used and for what purposes. Just as businesses standardize email or other essential tools, AI usage should be similarly regulated to ensure consistency and security.

• Use a corporate-grade AI toolset: Opt for secure, enterprise-grade AI solutions like ChatGPT Team, which offers private workspaces and compliance with data protection standards such as SOC2. Avoid free or basic versions that may

not provide adequate security measures.

• Assess your needs: Begin by identifying specific challenges within your workflows, then seek AI solutions tailored to address these issues. This problem-focused approach ensures that technology investments are targeted and effective, rather than using AI as a one-size-fits-all solution.

In the coming months, we’ll delve deeper into specific AI applications tailored to the office products channel. These explorations will provide practical insights and strategies to help you optimize your operations and stay ahead in a mature market. AI is not just a tool for the future; it’s an essential component of today’s business strategy. I look forward to sharing more with you in INDEPENDENT DEALER.

Tom

Buxton

Cutting a price to make more profit?

I want to reiterate what I first said a few years ago: “I am not addicted to diet soda!” To even suggest such a thing is misinformation and disinformation.

Sorry, but I had to get that out there before I mentioned the fact that McDonald’s has cut its price on Diet Coke back to approximately $1.39 from $1.79—even $1.89 in some locations. I only pay $1.50, including sales tax, at my favorite location. Now that is saving money!

This “major event” only occurred a few weeks ago, but it makes a big difference for people like me who buy one (or possibly two, but never three) large drinks every day. Imagine if I had to go to a competitor and pay almost twice as much for a similar drink? I could be almost doubling the amount I spend on soda; and I might not be able to collect so many plastic cups—not that I have more than 10-20 at a time.

And—full disclosure— quite often I purchase an Egg McMuffin or a bacon, egg and cheese McGriddle; but I don’t buy the extra value meal which features a hash brown because that

is “fattening.” This added purchase doesn’t occur every day, but sometimes I get tired of cereal at home before I begin work.

If you have read this far, can I share something fascinating that could directly apply to your sales efforts? In an article shared by CNBC on May 29, 2024, the president of McDonald’s stated: “The average input costs (salaries, food, paper) are up 40 percent over the past five years. The average

price of McDonald’s menu items is up 40 percent over the past five years.”

The price of my daily Diet Coke soared from $0.99 a few years ago to $1.79 more recently, but then fell back to $1.39 last month. So, what is this multinational, brilliantly marketed company doing? In my humble opinion, it is drawing customers back into its stores by cutting one major price, while it retains the margins or in some cases grows its profit on

In addition to serving as national sales manager for AOPD, Tom Buxton, founder and CEO of the InterBizGroup consulting organization, works with independent office products dealers to help increase sales and profitability. Tom is also the author of a book on effective business development, Dating the Gatekeeper. For more information, visit www.interbiz group.com.

other products. How can we apply this to your office solutions company? I think that there are at least two important takeaways from my Diet Coke analysis; but as you read them, be

Tom Buxton

careful, because I work in the margin management business. My company currently helps multiple dealers to make more money, rather than just match the competition. So, you could hear a sales pitch mixed in with the ideas. You have been warned!

Let’s see—what product do we sell in our businesses that people are very “emotional” about? Hmmm … Oh, I’ve got it: we sell lots of copy paper. We are always cheaper than Amazon for this product, so we could do a better job of competing with them by lowering that price and bragging about it. I don’t even like the idea of cutting this price; but if it is accompanied by a

positive adjustment to the matrices customers are assigned to, it could save them money and make you more money. Do you see any parallels with the story I just shared above? By the way, be sure that you only offer lower prices on

paper to good customers or new customers, but not to customers that only buy paper from you.

The second important takeaway is that, unlike McDonald’s, we sell thousands of items to our customers. So, being willing to expand the importance of custom contracts for your customers can be a real gamechanger. I have heard way too many dealers discuss a strategy of moving away from custom contracts completely, but in many cases, you can’t stay competitive without them. Matrices exist to provide a dealer the highest possible price they can charge without losing a loyal customer. They are not made to hunt new business, unless you want to create one that helps you lose money on everything.

Therefore, I highly recommend that you and your reps consider expanding the number of items on custom contracts for your best customers

to ensure that they stay loyal. But expanding a contract doesn’t always mean that you need to cut the price. It just means that you maintain the price until increases occur or you feel you can move them up a bit. I can hear you asking one other thing: “Who has the time or expertise to manage custom contracts?” Sales reps will never raise them and management don’t have time. So, what should you do? I warned you that you might hear a sales pitch, so here it is. We manage thousands of contracts for dealers on a quarterly basis. It is mind-numbing work that takes data expertise and market insight. We have those abilities and I hope you will reach out if you want to hear more. However, no matter what else you do, consider buying more Diet Coke (or other soft drinks) from McDonald’s and consider how its strategy could work for you.

Troy Harrison

Complacency kills your business

Troy Harrison is the Sales Navigator and the author of Sell Like You Mean It and The Pocket Sales Manager. He helps companies navigate the elements of sales on their journey to success. He offers a free 45-minute sales strategy review. To schedule, call 913-645-3603 or email troy@ troyharrison.com.

Recently, I was talking to a business owner about prospecting and selling new accounts when the business owner asked me an interesting question: “When should I stop worrying about selling new accounts?”

My response is always the same: “You should never stop selling new business!” It’s been said that pride comes before a

fall. That’s probably true; but in business, complacency comes before total collapse.

I once worked (for a short time) for a company that had an astounding growth rate. It went from zero to $35 million in annual revenue in ten years—all on the skill sets of some talented salespeople and excellent customer service. When they got to $35 million, they

decided that they were going to take a “break” from selling new business. Their logic was that they were making plenty of money, the people were happy and selling new business placed unnecessary strain on the company’s infrastructure. Two short years later, they were doing $17 million in annual revenue, losing big bucks and panicking about

the longevity of the company. What happened to them isn’t uncommon. First, one big customer went into bankruptcy and ceased operations. Then, top management at another big customer were swept out and new management didn’t want to use the same vendors as the old. Add in a customer death and they were down to $23 million

Troy Harrison

in a few months. So, what happened to the rest of their business?

Complacency. When the salespeople were told not to sell new business, a couple of them didn’t like it—but most of them did. Remember, everyone at this company was making big bucks and being relieved of prospecting responsibility while keeping their compensation high

was a dream for many of the sales staff. Not all of them were financially affected by the collapse in revenues and those that weren’t affected didn’t feel any real pressure to build the company back up. Next, customer service went to hell in a handbasket. The aim behind the “no new customers” edict had been to make customer service and production jobs easier, more pleasant and more productive. But in fact it had the opposite effect. The customer service reps—no longer having to deal with the changing needs of a salesforce bent on growing the business—got fat and happy (not unlike the salespeople). Attention to detail and follow-up suffered. Production expanded what work they had to fill the time allotted, since there was no pressure to get orders out to impress new customers. The whole thing took on the customer-friendly atmosphere of your average Department of Motor Vehicles office.

In a nutshell, an entire company got lazy. That $35 million looked good, but they didn’t count on normal customer attrition. Granted, it’s unusual to lose three major customers within a few months; but it’s not so unusual that you can think, “That would never happen to me.” The salespeople, customer service people and production people who were only too happy to shift into “maintenance” mode

found it tough to shift back into “hit the bricks and sell” mode and the company struggled mightily with these issues. Ownership didn’t help much, either—as the company lost big money, they jetted off to vacation homes and bought new Mercedes and Porsches instead of tending to business.

Salespeople aren’t immune from this syndrome. They can sometimes achieve a certain income level and decide that it’s “enough” for them to live on. Like the people at the company discussed above, it is tougher to restart prospecting than it is to never stop. I once interviewed a gentleman for a sales position who had a long background in the industry that I was working in, had worked with many of the same types of clients that I wanted to do business with and presented himself very well.

The chinks in his armor showed when he told me how he had built a $1.5 million per year territory (very impressive in that particular industry and time period) by prospecting and cold calling, and then bragged that he had been working with many of his customers for more than ten years. When I asked him how much business he was doing in the present, he replied that he was doing about $350,000 annually. It was elementary to drill down and find out that he had built

this great territory, stopped prospecting, lost customers to the usual attrition and not filled his sales funnel with new prospects and new business. His plan, in fact, was to bring his business (what was left of it) over to my company and presumably ride it all the way down to zero. Unsurprisingly, I didn’t hire him—and I don’t know if anyone else did.

The lesson here is crystal clear: never stop selling. Complacency is a silent killer in the sales world, sneaking up on even the most successful businesses and individuals. It’s easy to fall into the trap of thinking you’ve “made it” and can coast on your current customer base. But the hard truth is that customers come and go, sometimes in bunches—and often when you least expect it.

Smart sales managers and top salespeople know that the key to long-term success is to keep that sales funnel full. Always be prospecting, always be looking for new opportunities and always be hungry for growth. It’s not just about hitting your numbers today; it’s about ensuring you’ll still be in the game tomorrow, next year and a decade from now. Remember, in sales, the moment you stop moving forward is the moment you start sliding backward. Keep selling, keep growing and never, ever get complacent.

BREAKING THROUGH THE BUSY BARRIER:

FIVE CREATIVE WAYS TO ENGAGE SWAMPED PROSPECTS

Voicemails left unanswered? Emails unopened? LinkedIn messages ignored?

Catching the attention of busy prospects and customers is more challenging than ever.

Years ago, “Too busy” or “I’m swamped” was the default response to getting

a salesperson off your back. Fast forward to today and the same responses are less about being blown off and more about the reality of today’s busy professional. Breaking through this barrier isn’t impossible. But it requires a blend of creativity, strategy and a

deep understanding of what truly resonates with your prospects and customers.

So, how do you put this into action?

Let’s dive into five ideas you can use to grab the attention of your swamped prospects.

Prioritize value: what’s in it for them?

Whether positioning a first meeting or a follow-up, prioritize value and emphasize the benefits for the prospect. Busy prospects need to know why they should give you their precious time.

Marisa Pensa is founder of Methods in Motion, a sales training company that helps dealers execute training concepts and create accountability to see both inside and outside sales initiatives through to success. For more information, please visit www.methodsnmotion. com.

For the IDC sales professional, you might speak to these key benefits: l consolidated purchasing; l automated reordering; l fast delivery and setup; l subscription services; and l centralized communication.

Prepare for your conversation to highlight immediate benefits and how they can save your prospects time or solve a pressing problem. Keep your message pithy but pointed.

Use multiple touchpoints

Don’t rely on a single method of communication. Utilize a mix of emails, phone

calls, social media and even personalized videos. Consistency and variety can help you catch their attention without being intrusive.

Another touchpoint you can use is snail mail or sending something with postage. This can give you a competitive advantage by creating a personal and memorable touchpoint that stands out in a digital world, fostering deeper connections and demonstrating a higher level of effort and care.

Leverage

social proof

Share success stories and testimonials from similar clients who were once too busy but benefited greatly from your solution. Real-life examples can build trust and show that the time invested will be worthwhile.

Imagine you finally get your prospect on the phone but they say they are “too busy” to talk. If your solution is truly a time saver and you know you can help them consolidate their purchasing, you might say something like:

I respect that. Most of the other business owners I work with have way too much on their plate too. We have a unique pulse on what is happening in your industry and the time constraints that are put on you in today’s environment. The only reason for my call is to ask for an appointment so we can look at some ways to get you more time back in your day. How does your schedule look on [date/time]?

Provide quick wins

Demonstrate quick wins during your initial conversations. Whether it’s a free trial, a demo or a small actionable tip, giving them something tangible and immediately useful can make them more willing to engage further.

Tailoring your quick wins to the specific needs and circumstances of your prospect can further enhance their impact.

For instance, you could introduce subscription plans for regular supplies like coffee, paper and cleaning products. This ensures your clients receive what they need on a regular schedule without having to place orders repeatedly.

Follow up strategically

One of the most effective ways to ensure your follow-ups are well received is to make them about the prospect, not about you. Avoid the temptation to constantly promote your products or services. Instead, focus on providing value and building a relationship.

Ask open-ended questions about their current challenges and goals, and offer your expertise to help them navigate these issues. This approach fosters trust and positions you as a partner rather than just another salesperson.

For the IDC sales professional, this is a key differentiator. You can offer your customers a

Marisa Pensa

dedicated team and/or account manager to simplify communication and speed up problem resolution when issues arise.

Consistency is key—regular, well-timed follow-ups demonstrate your commitment and keep you top of mind without becoming intrusive.

Start breaking through today

Breaking through the busy barrier to engage swamped prospects requires creativity and a personal touch. It’s time to try something different to help you transform fleeting moments into meaningful connections. Remember, it’s not just about getting noticed; it’s about making a lasting impression that turns prospects into loyal clients. With a thoughtful approach and a focus on personalization, you’ll find that even the busiest prospects can become your most valuable partners.

Want more tips on engaging busy prospects? Download our complimentary guide on Three Proven Ways to Grow Your Sales and take your business to the next level.