Grand & Toy launches ‘brand refresh’ as it narrows focus to business customers

Grand & Toy invented next-day delivery, so the story goes.

In 1882, long before online stores and big-box retail, the Canadian office supplies company loaded goods onto a wheelbarrow or horse-drawn wagon and delivered items to business customers within a day.

The company grew steadily for a century, opening dozens of stores and becoming a household name in Canada for office catalogues and back-to-school supplies.

Then, after a period of mounting competition from U.S. retailers like Staples and Walmart that saw the company sold to a U.S. firm, Grand & Toy closed all its retail locations in 2014.

While the company’s legacy as an office supply store in the mall remains in the minds of some consumers, Grand & Toy has spent nearly a decade returning to its 141-year-old roots as a business-to-business supplier of office products and services.

“People grew up with the brand and remember buying school supplies at Grand & Toy,” said Chris Henwood, senior director of marketing and product management.

“But those stores were an insignificant portion of our total revenue. Business-to-business sales have always been a very substantial part of what we do.”

The stores, which once dotted malls across Canada, also weren’t reflective of the company’s expansion into technology, health and safety and office furniture, he said.

“It became increasingly difficult for us to demonstrate all of those capabilities in stores with a small footprint,” Henwood said.

So the retailer shuttered its stores, moved fully online and focused on meeting the needs of businesses.

Grand & Toy now has 30,000 business customers in 20 different industries across the country, ranging from large retailers and financial institutions to the federal government and small businesses.

Yet for consumers who see a Grand & Toy delivery truck or stumble across its website, the shift to serving business customers hasn’t always been clear.

The retailer’s website has added to that confusion, Henwood said.

“We have historically had an ungated website with consumer street pricing on it,” he said. “We may have confused the marketplace a little bit.”

The company’s website will become fully gated in the next month. Only business customers with an account will be able to log into the site to buy goods.

It’s also launching what it calls a “brand refresh” with the slogan Give Work Life to help make Grand & Toy’s raison d’être more clear in the marketplace.

It’s shift precipitated in part

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