Getting to Know You: Lindsay Hetherington, Director of Hetherington Office Supplies

BOSS had the pleasure of speaking with Lindsay Hetherington, Director of Hetherington Office Supplies. With a rich history and a reputation for excellent customer service, Hetherington Office Supplies has been a staple in the business supplies industry for years. Let's dive in and learn more about Lindsay and the company she leads.
 

Company Introduction: Hetherington Office Supplies

Hetherington Office Supplies is a family-run business located in Rochdale. For over 30 years, they have built an enviable reputation for providing quality products at affordable prices. The business is split into two sectors: commercial stationery and school supplies.
 

Q&A with Lindsay Hetherington

BOSS: Could you tell us a bit about your background and how you came to lead Hetherington Office Supplies?
 

LH: At 16, I was offered a job at Yorkshire Bank in Rochdale, and I remained at the same branch for 9 years, working my way from office junior, cashier, chief cashier, data processing manager, and then into customer services. In customer services, I dealt with applications for many banking products such as business loans, personal loans, credit cards, and mortgages. In the late 1980s, banking began to change, with the emphasis turning to “selling.” We were encouraged to offer the customer additional banking products. For example, a simple application for a credit card could result in the customer also leaving the branch with a new savings account and a personal loan. It didn’t take me long to realize I could put these newfound sales skills to better use. I must add at this point that I was very aware that the banking industry was extremely male-dominated; the day-to-day challenges for a woman would not be accepted today. However, that said, I do feel that 30+ years later, the stationery industry is also still very male-dominated and comes with its own set of challenges!
 

BOSS: Hetherington Office Supplies has been in the industry for quite some time. How has the business evolved since its inception, especially as a family-run enterprise?
 

LH: Back in 1990, the Hetheringtons' customer base was completely commercial. Over the next few years, we faced challenges from the mail-order market, office superstores, and the onslaught of the online giants like Amazon. Over the years, we have evolved from being just an office products dealer into the educational market. This has resulted in Hetherington’s sourcing products from alternative suppliers and manufacturers to ensure we offer a complete product range. We have endeavored to maintain our caring family-run image; in our opinion, our customers need to be treated with respect, and it matters to us that they can put their trust in our business.
 

BOSS: What are some of your favourite aspects of working in a family-run business, and how has it shaped your approach to leadership?
 

LH: The most important thing to me is that our staff enjoy coming to work—happy staff are productive staff. We try at Hetherington’s to lead by example. I would never ask a staff member to undertake a task that I would not do myself. We pride ourselves on the fact that each member of our team has worked for us for a long time. We have numerous colleagues who have left us but then returned, preferring to work at Hetherington’s.
 

BOSS: The business supplies industry has seen significant changes over the past few years. What have been some of the biggest challenges and opportunities for Hetherington Office Supplies?
 

LH: As already mentioned in Q2 regarding “competition,” we have seen many changes and faced a number of challenges in the industry. But, as an office products dealer, we have also faced sometimes unexpected challenges from wholesalers, suppliers, and manufacturers. I sometimes feel that as an industry, we forget that by working together, we can achieve much more. The day-to-day running of a business should not feel like a “battle.”
 

BOSS: How has the rise of remote working impacted your business and the products you offer, especially considering the split between commercial stationery and school supplies?
 

LH: Covid-19 and the rise of remote working was, and still is, a challenge for any office products dealer. However, because we now specialize in the educational market, we did not face the same impact as a traditional office products dealer. We feel we utilized our time well in lockdown developing our educational range of products, enhancing our website, and cleansing our data.
 

BOSS: Sustainability is becoming increasingly important in all industries. How is Hetherington Office Supplies addressing this issue, and what initiatives are you most passionate about?
 

LH: Sustainability is something we feel passionate about, and we started to address this area of our business a number of years ago. However, the pandemic caused a “pause” in our long-term plans. We work closely with a local recycling company to ensure all our waste, packaging, pallet wrap, cardboard, and general waste are recycled, and we encourage customers to reuse our packaging boxes by returning them via our drivers. We scrutinize our delivery routes each day to minimize the number of miles we cover and the subsequent impact on the environment. Wherever possible, we ask customers to consolidate their orders. Regarding products, we actively substitute products for recycled alternatives, and we have a sustainability section on our new website, which is currently under construction. On a personal note, I do feel very frustrated that many educational institutions refuse to change to recycled alternatives even though they teach this in school. The majority of schools refuse to use recycled paper; it feels quite ironic that they need educating!
 

BOSS: Can you share some insights on the current trends in the office supplies market and how Hetherington Office Supplies is adapting to these trends?

LH: Unfortunately, the current trend in the office product industry is one of a downward spiral. However, because many years ago, we made the decision to concentrate on the education market, we have managed to “buck the trend.” Moving forward, we will continue to nurture our current customer base, both by using our new website but, more importantly, through good old-fashioned customer service, provided by our excellent team at Hetherington’s.

BOSS: What strategies do you employ to ensure customer satisfaction and loyalty, and can you share a memorable customer experience?
 

LH: Communication is always the best strategy, not only with customers but also with suppliers. The customer is always king at Hetherington’s. But how great would it be if office products dealers were treated with the same respect from all their suppliers? While many suppliers are excellent, there are a few who could improve in the area of communication to strengthen the commercial relationship. I would be very interested to hear the thoughts of other dealers. As a woman in a male-dominated industry, invitations to contribute my opinion are few and far between. It’s great to be invited to contribute my opinion in this article. I would like to think that all our customers have a memorable experience, but I am also very aware that it only takes one small “slip” and their loyalty is gone forever.
 

BOSS: Outside of work, what are some of your interests and hobbies? How do you balance work and personal life?
 

LH: Time is precious; when we are not working, we enjoy life! We spend a great deal of time eating and drinking! We also love to dance—not only is it fun and great exercise, but it also boosts positive mental health. We watch a lot of football; in fact, we watch just about any sport. Sport has always been a huge part of our family life; we are a competitive bunch, to say the least.
 

BOSS: Can you share a memorable moment or a proud achievement during your tenure as Director?
 

LH: I honestly think that my proudest achievement to date is the challenge of the pandemic. We became stronger, more focused, and more profitable. We welcomed our staff back to work from furlough into a new working environment and a new, more positive mindset.
 

BOSS: Looking ahead, what are your plans for the future of Hetherington Office Supplies? What are you most excited about?
 

LH: Over recent months, we have been working with Evolution X on the construction and launch of our new website. The project has not been rushed; we have taken care with its development to ensure the priority is the customer experience. The website needs to be easy to use, correctly priced, and promote our best products and suppliers. In March 2025, Hetherington’s will celebrate 35 years in the office products industry.

BOSS would like to thank Lindsay for her time and for sharing her experiences.

As Hetherington's prepares to celebrate 35 years in business, it is clear that their family-run ethos, customer-centric approach, and focus on sustainability will continue to guide them in the years to come. We look forward to seeing how the company evolves and thrives in the future.