Retail Merchandiser - May/June 2017 - M35

The UPS Store
their needs. Aside from traditional mailbox rental (which
gives a legitimate street address for a business), services also
include business cards, notary services and, in some cases,
even inventory management solutions. "Our franchise owners absolutely know they are trained to be problem-solvers,"
Adkins notes. "UPS is synonymous with 'United Problem-Solvers.'"
To maintain its focus on the small business owner, The
UPS Store team is continuously rolling out new services.
One of the latest offerings is a "print on demand" service.
This allows customers to enter a printing job online, have
it printed at a local store and delivered to them in an hour.
According to Adkins, testing of this service has begun in
Chicago and Dallas, and early results have been strong, especially with small businesses and business travelers.
In 2013, The UPS Store began offering 3D printing services for prototypes or one-of-a-kind items. This service
is offered at 63 stores nationwide, but it is expected to expand to other stores as 3D printing becomes more mainstream. Additionally, The UPS Store has also begun offering identity certification services through secure capture of
electronic fingerprints, making it easier for businesses that
require and validate identification when screening or hiring employees. Employers, non-profit organizations, federal and state agencies can communicate to their members,
employees, and volunteers that this service is available at
their local The UPS Store and would direct them to the
network of stores.

Non-Traditional Locations
In addition to an ever-expanding suite of services, The UPS
Store is also constantly experimenting with ways to improve
on its basic concept. In April 2017, it opened a store on
the campus of Belmont University in Nashville, Tenn. The
store represents a unique partnership in that it will not only
support its retail customers, but will also serve as the central
mail center for the university, handling all incoming mail
and packages for 8,800 students and employees.
It is also the first location nationwide to offer a 24-hour
package locker system that gives students the option of
retrieving packages at the time that best suits them. "The
concept has worked very well so far," Adkins reports. "We
would love to build on our roster of university stores, which
already includes Louisiana State, Arizona State and roughly
30 others across the country."
In an effort to expand its offerings and services, the UPS
Store has also begun expanding in both rural and urban areas. In recent years it has rolled out its "Main Street Model,"
which has reduced franchise fees for people who want to
start a franchise in a rural or underserved location, without
reducing any of the services offered.

Just as important, The UPS Store also introduced its storein-store concept. These stores differ from stand-alone and
non-traditional locations such as hotels, convention centers
and universities. Instead, these stores occupy a smaller footprint inside existing high-traffic retailers, such as hardware
and grocery stores. There has even been a store that opened
inside a pharmacy in Elizabeth, N. J.

Extensive Support
A rigorous training process awaits anyone who wants to
open a UPS Store. "Our training is pretty robust," Adkins
explains. "New franchisees go through extensive online
training, spend two weeks working in an existing UPS
Store, then spend another two weeks at The UPS Store
university at the corporate headquarters in San Diego,
with three of those days dedicated to mastering printing
services."
Once someone becomes a franchisee, the support continues to be extensive. There is a three-day franchisee network
convention every other year where franchisees are updated
on new services and attend seminars on marketing, profitability strategies and new technology. "Our process is ongoing," Adkins says. "We visit our stores every quarter, as
we really want to educate and motivate the franchisees to
continue to grow their businesses."
The UPS Store ongoing training and support efforts have
received industry recognition as well. Its Sales & Service
Training Workbooks have won two awards from the American Society for Training and Development, and The UPS
Store is a past recipient of the PEAK award by the same
group for its University Business course. "We want customers
to have a consistent experience at all of our stores," Adkins
says. "So there is a constant effort in terms of teaching owners
how to sell print services or how to upsell or cross-sell."

5,000th Store
The results of its training and support methods have led to
remarkable growth. "We now have over 4,900 stores, and we
expect to open our 5,000th store this year," Adkins says. "In
fact we have opened more than 100 stores a year, every year
since 2012."
In 2017, The UPS Store ranked No. 4 overall in Entrepreneur Magazine's Franchise 500 list. This was based
on factors like financial strength and growth rate, and the
UPS Store trailed only behind 7-Eleven, McDonald's and
Dunkin' Donuts. Currently, The UPS Store franchise network has a store located within 10 miles of 84 percent of
the U.S. population. And as UPS continues to help Fortune
500 companies such as Amazon with return/repair/recall
services, the number of stores should continue to grow, Adkins predicts. O
May/June 2017

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Table of Contents for the Digital Edition of Retail Merchandiser - May/June 2017

Contents
Retail Merchandiser - May/June 2017 - Intro
Retail Merchandiser - May/June 2017 - Cover1
Retail Merchandiser - May/June 2017 - Cover2
Retail Merchandiser - May/June 2017 - 1
Retail Merchandiser - May/June 2017 - Contents
Retail Merchandiser - May/June 2017 - 3
Retail Merchandiser - May/June 2017 - 4
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