Steve Harrop has recently returned to the office supplies sector with Nectere after a two-year hiatus, and the industry veteran has some forthright views on the industry and what it needs to do to continue to grow
This year Steve Harrop celebrates 40 years in the office supplies sector but far from thinking of retiring, he has been tempted back into the industry with a new role as head of commercial at Nectere.
Latterly, Steve has been undertaking consultancy roles in the sector, and enjoyed a six-month stint as commercial director of savethehighsteet.com where he aimed to generate more support and interest in the retail sector and the high street. However, when Nectere’s Paul Musgrave contacted Steve with the opportunity to join the business, it was too good to turn down. “There was someone moving on and they wanted someone to come in and get involved with suppliers; I had the right experience and depth of knowledge.
“I wanted a role I could enjoy. I am at that stage of my life where I want to work with dynamic team and a group of people that are focused, but also have a bit of fun. I didn’t want to finish without one last job in the sector – indeed, some other people said I had one big project left in me, and Nectere is a great company to work for in terms of what they can deliver in support, marketing and strategically.”
Changed industry
Of course, since Steve originally left the sector, there has been a pandemic; however, he has been impressed with the resilience of businesses in the sector since then. “The sector has coped better than I thought it would,” he says. “But, regardless of conditions – which have been massively tough – good businesses are good businesses, and they will always adapt and respond to what is going on in the environment around them. If you have a business that is lacking a direction, it is going to be problematic anyway.
“The pandemic has also allowed businesses to rethink what they need to do. There is a sense of urgency – that to get through this they need to do different things, work in different ways, sell new things and move into different markets. There are lots of good businesses in our industry that are proving not just resilient but, in some cases, doing some fantastic things that are different.”
Steve adds that he sees dealers have been thinking – perhaps for the first time – about how to maximise the value from each customer and sell new and different products to them. “They are looking at their customer base to see what they are and aren’t selling to them,” he says. “The industry was involved in GAP analysis 20-30 years ago but, because the traditional office products business was rolling along, it wasn’t for everyone. In the past 18 months every business that wants to stay in business has needed to look at all aspects of what their customers need and what they can supply to them.
“Selling shouldn’t be limited by what you think you can or can’t sell; you need to get into areas that your customers want. It’s been financially tough for a number of businesses but, if you keep your customers happy, and address what they need, on the whole you will succeed.”
Facing challenges
In addition to the ongoing challenges of the pandemic there are many other issues to concern dealers, such as supply chain problems, spikes in fuel and materials costs, and Brexit, to name just a few. “Some people might call it a perfect storm,” says Steve, “but the UK and world economy are all facing the same issues. Every industry sector is facing the same challenges so, when you talk to your customers or suppliers, you are having the same conversations, and it means that we are all in it together – and will get through it together, because people need products and want good suppliers.
“If you work with your customers, and try to create a solution to their problems, you will work your way through these challenges. We live in an era of constant turmoil and flux; I think we have to accept that and be adaptable, open-minded and prepared to go to places we’re not comfortable with, particularly on the supply side.
“I have always taken the view that you should sit down with your customers and ask questions, such as ‘Where does your furniture come from?’ because they might not know you that sell furniture. Often, business supplies companies sit right at the top in terms of service delivery. If that is the case, that needs to be used to their benefit. Ask your customers who their suppliers are that are not giving them good service, or have let them down on deliveries, then target those areas and take that business. Find a source of supply – there isn’t anything today that can’t be supplied; it just has to be at the right price.
“Sectors such as clothing and medical supplies – do you need to be a specialist to take an order for masks and gloves? No, they are supplies, you don’t have to demonstrate them; you just have to get them delivered on time, in one piece, and for the right price. Then you can create a good customer with the potential to spend in other areas. Nectere has done this, and been adaptable and versatile, and sought to understand what the market wants.
“Hopefully, now we can drive the business forward over the next two-to-three years.”
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