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How The UPS Store Franchisees Adapt to Meet Customers’ Needs

How The UPS Store Franchisees Adapt to Meet Customers’ Needs

Learn how The UPS Store remains adaptable by offering non-traditional centers that franchise owners can tailor to meet the needs of different communities.

One of the most important traits of a successful entrepreneur is adaptability. Entrepreneurs must develop a keen awareness of their market to identify existing or emerging needs and be able to adapt their business strategy to meet those needs.

The UPS Store believes it’s important to help our entrepreneurial franchise owners stay nimble and able to adapt to market changes. That’s why we offer franchise owners the freedom to choose a store type that fits the needs of customers in their communities and aligns with their business experience and passion.

To truly customize their center, The UPS Store owners can choose from a variety of non-traditional locations designed to expand their service offering, provide additional value to local customers and grow their business.

Store in Store Model

Our Store in Store concept enables franchise owners to open centers within other businesses like pharmacies and hardware stores. This model has been especially successful in smaller markets where existing business owners bring on a The UPS Store center to provide customers the printing and mailing resources that are often scarce in rural areas.

The UPS Store-in-Pharmacy

Michael and Ben Hertz’s family has owned and operated Elmora Healthcare & Pharmacy in Elizabeth, New Jersey for eight decades. Over that time, the Hertz family built a well-established customer base and an exceptional reputation in the community.

But Michael and Ben weren’t content on resting on those laurels. They wanted a big idea to take their business to the next level.

Thanks to the family’s connection with The UPS Store (Ben previously worked at a The UPS Store center and his uncle still works for the company), Michael and Ben had their answer. They decided to open the first-ever The UPS Store center in a pharmacy.

"Our focus has always been on customer service, which is why The UPS Store is such a natural fit," said Ben. "The UPS Store name brings even more clout to our business and allows us to bring new products to our customers while remaining true to our customer service roots."

The pharmacy has seen an increase in foot traffic from customers who have a need for both businesses’ services. Chris Larriva transitioned from his previous position in the pharmacy to running the day-to-day operations for The UPS Store and has seen how well the two service sets complement each other.

"People are coming into the store to initially pick up a few pharmacy items, but are starting to take advantage of the services offered by The UPS Store at the same time," Chris said. "And now pharmacy customers are even shipping out their medicines and other items ahead of vacations and work trips."

And, most importantly for a business that prides itself on delivering exceptional customer service, Elmora Healthcare & Pharmacy’s customer base seems to really appreciate the convenience of being able to accomplish more tasks in a single trip.

"There isn't another location nearby that can do what The UPS Store does,” said Ben. “We're hearing a lot of comments like, 'This was such a good idea,' and, 'Thanks so much for doing this.’”

The UPS Store-in-Hardware Store

Local business owners have long struggled to compete with big box stores and online competition. Consumers still love the small shop feel, but convenience often trumps sentiment, which makes it tough for local shop owners to compete.

Michael Collins, a local hardware store owner in Margate, New Jersey, understood the need to innovate and adapt to compete with larger competitors. He also recognized his small island beach community didn’t have centralized packing and shipping services. To reach a store with those services, residents had to leave the island and cross a bridge.

So, Michael opened a The UPS Center in his hardware store.

“We saw that our community was lacking a resource that offered island residents packing and shipping services, with the closest location miles away,” said Michael. “There was a hole that needed to be filled, and The UPS Store center seemed like the natural fit for our business and community.”

Like Elmora Healthcare, not only did The UPS Store fill a need, the combined services of the two businesses complement each other well. For example, local contractors can shop for tools and supplies in the same location they print off their blueprints.

Even though Michael brought in a large, established brand in The UPS Store, he’s maintained the store’s overall environment while making it easier to compete.

“Convenience is number one. You have to separate yourself from the big-box type stores,” said Michael. “We have the small store feel here, but still offer everything our customers want.”

Other Non-traditional Locations

Stores within stores aren’t the only way The UPS Store is bringing innovative mailing and shipping services to local communities. The UPS Store is also popping up in communities within larger communities – like military bases and college campuses – where mailing and shipping services are very important, yet tough to find.

The UPS Store-on-Campus Model

A few years ago, administrators at Arizona State University (ASU) realized that mailroom management for the school’s 13,000 campus residents was outside their area of expertise. At the time, they were relying on student employees to sort and deliver mail without a reliable tracking system. As you might expect, this led to a lot of lost packages and misplaced letters.

To combat the issue, ASU teamed up with The UPS Store to condense 14 delivery locations into two non-traditional franchise centers. The UPS Store implemented a state-of-the-art Parcel Management System to monitor and track packages during shipment. It worked; the system virtually eliminated the lost package issue on campus.

The UPS Store also has a variety of services that college students are likely to need. When students head home in the summer, The UPS Store provides shipping options, professional packing services and moving supplies to get their belongings home safe. And, our temporary summer storage program allows students to store larger items like refrigerators and furniture between semesters.

The UPS Store has had a presence on college campuses for a while and is continuously innovating to improve their services for students, faculty and staff. For example, The UPS Store recently teamed up with the tech company Luxer One to start piloting “smart lockers” on college campuses. The smart-locker technology tells The UPS Store’s employees which locker to deliver packages to then sends students an access code. That way, students can pick up their packages any time of day without having to wait in line.

If you’re interested in opening a non-traditional The UPS Store center, contact us today.

2023 Entrepreneur's Franchise 500 Top Rated for Veterans badge

We Proudly Support Our Veterans

Participating partners with the VetFran program, The UPS Store offers qualifying veterans $15,000 off their franchise fee to start their new business. To learn more, contact The UPS Store Franchise Development Team.

Entrepreneur's Franchise 500 Ranked #4 in 2023 badge

Ranked for over 30 Consecutive Years

The UPS Store has been ranked #1 in the postal and business services category for over 30 years and remains in the top 5 overall for the seventh consecutive year according to the Franchise 500 list.

Kristin Howard

Franchisee, Michigan

The reason my husband and I decided to go into franchising and specifically with The UPS Store, is the different opportunities we're given with the business. The UPS Store has name recognition as well as opportunities to expand.

Debbie Adams

Franchisee, Kentucky

What I enjoy most about being a The UPS Store owner is working with my customers. We are the solution specialists for our customers.

Jim George

Franchisee, Illinios

My favorite part about The UPS Store network is the camaraderie with other franchisees. Everybody loves to help everybody else. You’re really part of a family.

Greg Murray

Franchisee, Florida

The interesting thing about The UPS Store is that when a customer walks through the door there's an extremely high probability that they're coming there to do something that is important to them. So at the end of the day, what we do for customers is very important and they are trusting that we are going to do it well.

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Mariana Huberman

Franchisee, Washington, D.C.

One of the things that I love about The UPS Store franchise system is that you're not ever in this by yourself. The franchisees of The UPS Store network are great.

Heidi Morris

Franchisee, Colorado

The thing I enjoy most about being a The UPS Store franchisee is I get to get up, go to work and know that I'm helping other business owners succeed in what they're doing.

Bob Brown

Franchisee, Tennessee

Owning a The UPS Store franchise has changed my life because it's finally given me the opportunity to engage my customers and my staff and be able to take real pride in what I do. As a franchisee, we get faced with solving peoples' problems every day and we do everything we possibly can to try to help.

Marie Jensen

Franchisee, Oregon

My favorite thing about The UPS Store is the variety. I love the variety of customers, I love the variety of services; getting to know the customers, meeting their needs, finding out how we can help them accomplish what they need to accomplish and seeing how happy they are. That makes me ecstatic.

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Tad Mollnhauer

Franchisee, Florida

With the products and services that The UPS Store provides we can make a difference in people's lives and that is the best reason for being a The UPS Store owner.

Joy Batchelor

Franchisee, Idaho

What makes being a The UPS Store franchisee worthwhile at the end of the day is the customers. The customers treat us like we're family.

Paul Erchinger

Franchisee, Texas

One nice benefit of owning a The UPS Store franchise for me has been that it gives me the opportunity to be more involved in the community. As I make relationships with others it seems like no matter what the environment is, in one way or another business comes out of that and that's not my objective—it's been a secondary benefit to being involved in the community.

Chris Reminder

Franchisee, Ohio

There are several things that I really enjoy about being a The UPS Store franchisee. First and foremost it allows me to get to know the people in the local community and that is a lot of fun. We get to see people on a regular basis. We get to know their life stories. That's a lot of fun.

Bruce Jones

Franchisee, Kentucky

Since we have joined The UPS Store, our life has changed by just having more time to spend together as a family. We've been very fortunate with the stores that we have and we have a great staff that looks out for our best interest and we look out for theirs.

Lonnie Williams

Franchisee, Oklahoma

What makes The UPS Store so successful is it gives each individual an opportunity to grow with the network and just meet the challenges that are brought to them on a daily basis. Every day gives us a new opportunity to help another person, to help another small business, to answer a question and to solve a problem.

Jeff Graham

Franchisee, Alabama

I love my customers. I love my employees. I love every person, every face that comes into my store. I enjoy every day going into work and I can't see doing anything else for the rest of my life.

Stacie Stigar

Franchisee, Alaska

I think that this franchise is so successful because of all of the resources that are available to us as center owners—we have marketing materials, we have so many different opportunities for help from the home office, and it just really makes for a great franchise.

Don Pollard

Franchisee, New Jersey

I think the thing that makes this franchise successful is a number of things. First of all we have an outstanding system, we have a great product, a great brand, and we're able to attract dynamic people to run these centers and run the business. So I think when you put all that together it really provides for a winning combination.

Mary Ellen Nichols

Franchisee, Tennessee

The thing I love about the franchise is that you have the UPS name backing you but yet you also have the autonomy to make your own decisions to promote.

Laura Griffin

Franchisee, Florida

In the eight short months I've owned my The UPS Store it has really changed my life. I've gone from being an employee of someone else to being an employer of my associates. It's a big responsibility but it's exciting every day.

Sandy Scandrett

Franchisee, Wisconsin

Being a The UPS Store franchisee has improved every aspect of my life. It's very rewarding financially, professionally, and emotionally. I have a large number of regular customers who are really, really appreciative of everything we do.

Kristie Robison

Franchisee, Alabama

I would say owning a The UPS Store location has changed my life to where I have more time and flexibility. In owning your own business you get your store up and running and you get employees that you can trust that are going to help keep your store running. This allows me to attend my two boys' ball games and also travel and do things with them so it has really changed my life for the better.