Forums: Discussions for entrepreneurs and small business.

Jeff and I were in NY yesterday meeting with franchisees of The UPS Store at their Tri-State meeting. They were there learning and networking with each other, as great entrepreneurs always find time to do.

Our presentation/discussion dealt with how The UPS Store store owners can get the word out about the things they offer and create more success for themselves in the process.

Intuitively, I see The UPS Store as a great resource for entrepreneurs, whether you`re a traditional brick-and-mortar business or a home-based business.

Wondering if any of you use them, and if so what you use The UPS Store for, and what you wish you could get more of from them that you aren`t currently. It was clear to me yesterday that they are listening and want to ensure that they`re providing the services you/we entrepreneurs need...

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Rich Sloan , Co-Founder, Chief Startupologist, StartupNation

I use the UPS Store for a PO Box, and occasionally for mailing services.  I met the owner of a similar type of establishment at a 5 minute networking event last week and she keeps a referral list of local businesses, so she can help out any of her customers who need various services.  I thought that was a great idea!

I think resources like The UPS Store (and FedEx Kinko`s or others) are invaluable to any small business owner or individual considering starting a new business.  The services (and equipment) provided are great time and money savers for such businesses.  Years ago, before I could afford all the necessary equipment now in my home studio, the neighborhood Kinko`s was my business office. Their ability and willingness to go above and beyond their service menu played a large role in the eventual success of my own business.

- J.




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Jeff Fisher | Jeff Fisher LogoMotives | Tweet! Tweet!

Rich
I`ve never used a UPS store on a regular basis, but in a previous business I used to go to a Fedex Kinkos once a day. These were the big perks for me.

• I didn`t have to wait in line. I could catch the Fedex`s guys eye and just walk behind the counter and drop-off my boxes. Special perks for a `regular` can really make a difference.
• Key contacts at fedex.  I had some complex data importing problems involving their web site. He had a business card for a real person to call, (a specialist in that area) not the dreaded 800#

i love this real world experience. thanks! keep it comin!

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Rich Sloan , Co-Founder, Chief Startupologist, StartupNation

IIt really depends on the line of work one`s business is in.  There have been times when the USPS is cheaper for the same shipping service and speed.  Their partnership with Pitney-Bowes modernized their online postage services to be on par with most of what UPS and FedEx offers.

With that said, there are things that UPS is better at.  Its employees are more motivated and the people in charge are more willing to institute changes that customers ask for.  Compare that with the months or years it would take to file an effective complaint with the USPS bureaucracy.  If you`re a small business that specializes in services such as consulting, the post office or the UPS Store is a big help in the materials you`ll need for those once-a-week mailings.

If one is going into manufacturing or retail however, outsourcing shipping to the UPS Store or the post office is surely not a good option.  All the shipping supplies, postage scale, and printer has to be in-house to get everything done on time under the proper supervision.  If the UPS Store can do what the USPS does and help entrepreneurs with services such as direct mailing and offer discounts on multiple shipping orders, it would edge out the more budget-minded entrepreneurs out there.

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"Forget inspirational quotes to keep you going. If by doing what you do, you get an hour every day to relax, be with the ones you love in comfort without doing wrong, then it is all worth it." -Anon.

I visit UPS store three times a week. I think they are missing an immediate opportunity. I ship liquid in glass once a week and never buy boxes or bubble wrap at the store. The portions they offer are very small and priced for the person in a jam. $3.25 for 18" of bubble wrap and $6 for a box. The shipping costs me $7, and packing $9.25. I often buy packing supplies elsewhere to save money.

If UPS offered case sales of bubble wrap and other shipping supplies I would gladly purchase from them. I would imagine it would also increase their logistics efficiency because they could manage what the package sizes are.


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My whole business depends on UPS...all products are shipped by them...and I agree with David, USPS is very expensive for certain shipments in certain locations.  And to be honest, the folks who run the UPS stores are much more polite, helpful and generally just more customers service oriented than the post office.

We save some money by having our shipments go out along with the shipments of our printer/warehouse partner.  Because they have much more volume (according to UPS) than we do, we are able to leverage the savings they receive.

Rich, thanks for starting this post. As a UPS Store owner and small businessman, the comments here are very interesting. Here`s a couple of observations and then I`d like to pose a couple questions of my own to the group at large.

I notice one of two reactions when somebody brings up The UPS Store, first, they equate us to FedEx Kinko`s as in "I`ve never used a UPS store on a regular basis, but in a previous business I used to go to a Fedex Kinkos once a day."  or two, they equate us with UPS, our parent company. These reactions reinforce what we as store owners struggle with daily and that is brand identity. In other words, we still feel like the public at large doesn`t really know who we are and what we do.

Of these two, the FedEx Kinko`s comparision is the more appropriate even though there are still several key differences. Here is my question to the group:

Where I live, the owners of The UPS Stores understand that we can`t match FedEx Kinko`s in a technological sense, however, we like to believe that our level of customer service more than compensates for the difference. We pride ourselves on providing "World Class Customer Service" and try to foster this type of atmosphere in our centers. I`d really like to know what your collective experience has been though. Are we fooling ourselves or have we really been able to differentiate ourselves in this regard?

Any input at all is welcome and appreciated. Also, I met Jeff and Rich this past weekend and they`re really great guys who know what they`re talking about (Just in case anybody was wondering).

UPS Peter

I think you hit the nail on the head here. When i go to a vacuum store, I expect to be sold a vacuum, or try one out, or fix one. If I go to a UPS store, I expect to send a package, receive a package, or fix some logistical problem with UPS.

Personally, I shy away from "world class customer service". To me that sounds very expensive. I would go with "relatively competent" any day.  Of course you can`t use that as your motto.
A Home Depot or Target of shipping is all I need.