In the latest instalment of Industry Voices, Graeme Hargreaves of Nemo Office Club offers some perspective on what customers expect from dealers in 2026

CREDIT: This is an edited version of an article that originally appeared in the January 2026 issue of Dealer Support magazine.

What will define dealer success in 2026? In the first issue of the year, our Look Ahead feature brought together insights from several figures across the industry to weigh in on the challenges and opportunities ahead, and how dealers can prepare.

We asked each leader a simple but vital question: what will be the biggest challenge and the biggest opportunity for dealers in the next 12 months, and how can the industry respond?

Graeme Hargreaves, managing director at Nemo Office Club, offered a clear perspective:

“The workplace has changed, is changing, and will continue to do so. Working patterns and practice are different and our industry is starting to reflect that, adapting to this change.

There are positives, for example most hybrid workers will require two of almost everything, that’s a doubling of sales in simple terms, but the challenge remains that the use of traditional office supplies is declining and increasingly dealers will find themselves having to navigate an ever-changing supply chain with multiple purchase and delivery points in order to supply products demanded by their customers.

The key to success lies in developing trusted advisor status by being present and active within a customers’ business; understanding how and why they do what they do.

The ability to intelligently identify where the application of products and services removes hassle, simplifies process, improves efficiency and enhances sustainability will set the dealer apart from the ever-growing bland faceless online competition.

Dealers shouldn’t be afraid of ever more stringent ESG demands from their customers and prospects. Responding positively to this can help set them apart; our own Keep It Local programme is principally about sustainability, less food miles, a circular economy and a smaller carbon footprint.

There has never been a better time for dealers to come together, in groups that will become even more relevant, to share best practice, explore opportunities and face the challenges of this brave new business world together.”

Looking Ahead
In the next Industry Voices feature, Ross Ayley from Durable will discuss embracing e-commerce and how dealers can leverage digital channels to stay competitive in a changing market.