Comments on: The UPS Store misses the mark http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/ Fri, 03 Feb 2012 19:46:05 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Adrian Dayton http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-7321 Adrian Dayton Fri, 03 Feb 2012 19:46:05 +0000 http://adriandayton.com/?p=1988#comment-7321 Thanks Jack, I wasn't calling out UPS or the UPS Store chains in general. What I was calling out was a very poor attitude by an employee of a UPS Store. It exists everywhere, and I think people appreciate that. My aim was to point out how our expectations for service have evolved. Thanks Jack,

I wasn’t calling out UPS or the UPS Store chains in general. What I was calling out was a very poor attitude by an employee of a UPS Store. It exists everywhere, and I think people appreciate that.

My aim was to point out how our expectations for service have evolved.

]]> By: Jack Lombardi http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-7302 Jack Lombardi Thu, 02 Feb 2012 04:37:18 +0000 http://adriandayton.com/?p=1988#comment-7302 If she were to look online there would of been many listings for Fedex stores in the Google places or Google maps portion of the page. I agree that the workers attitude was uncalled for but I represent UPS stores nationwide and have never ran into a worker like that. So I would like to think this was an isolated incident. You might of wanted to make that complaint to the owner of the store so he/she could of addresses it instead of putting a whole chain of stores on blast. You could of also left a review on their Google places listing which get over 39% of the page clicks. I guess my thought was that you shouldnt be so harsh on a whole chain and should of just mentioned this to the owner. I own 4 businesses and value client/customer input as many other owners do. Jack Founder Http://UPSStoreMarketing.com . If she were to look online there would of been many listings for Fedex stores in the Google places or Google maps portion of the page.

I agree that the workers attitude was uncalled for but I represent UPS stores nationwide and have never ran into a worker like that. So I would like to think this was an isolated incident. You might of wanted to make that complaint to the owner of the store so he/she could of addresses it instead of putting a whole chain of stores on blast.

You could of also left a review on their Google places listing which get over 39% of the page clicks.

I guess my thought was that you shouldnt be so harsh on a whole chain and should of just mentioned this to the owner. I own 4 businesses and value client/customer input as many other owners do.

Jack
Founder
Http://UPSStoreMarketing.com
.

]]> By: Adrian Dayton http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-6042 Adrian Dayton Wed, 31 Aug 2011 16:04:34 +0000 http://adriandayton.com/?p=1988#comment-6042 Interesting stuff, thanks for sharing. It was pretty shocking seeing the attitude of the person working at the store, but obviously there is much more to the story than I imagined. I appreciate the comment. Interesting stuff, thanks for sharing. It was pretty shocking seeing the attitude of the person working at the store, but obviously there is much more to the story than I imagined. I appreciate the comment.

]]> By: Jim http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-6041 Jim Wed, 31 Aug 2011 15:58:33 +0000 http://adriandayton.com/?p=1988#comment-6041 Adrian I can totally understand your perception of the situation, and the attitude towards that person is unacceptable. Here's the problem in a nutshell with this franchise and why you probably witnessed the owner's frustration boil over. In 2003, most of the stores changed their name, as well as the business model, from Mailboxes Etc. to The UPS Store based on promises not kept by UPS. One of those promises was that the UPS brand name would drive paying customers to our stores at the expense of the post office. The problem was that UPS began picking off our paying customers for themselves. They went into our manifests, which are owned by UPS, and gave our best customers their own accounts, turning us into staffed drop boxes. In 2008, pre-paid packages exceeded paid packages and it's only getting worse. We are paid a pittance for these packages, yet we are responsible for paying rents, utilities, royalties, supplies, even royalties for accepting the drop-offs on the small amount we are compensated for. This is not what we signed up for. MBE/UPS are now trying to tell us to forget about shipping and concentrate on being print shops, forcing us to buy expensive software and machines in order to be in compliance. One question may be on your mind as well as your readers. Why don't we get out? The problem lies in the leases that we have signed on our store structure and the expensive machinery, all which require personal guarantees. So you have a few options available. Sell for pennies on the dollar and hope that there is a job somewhere out there in this economy. Or you could always close and declare bankruptcy. For some owners this is not an option because they are suing UPS, and are fearful that any settlement they may receive may go to the courts. It makes one feel as if they're an indentured servant to UPS. So why haven't you heard anything about all of this? No one wants to touch this with a ten foot pole due to the amount of advertising that UPS Spends. We received one lucky break from the Wall Street Journal: http://online.wsj.com/article/S60509GIBSON.html. Also Janet Sparks from Franchise Times has written some wonderful articles on www.bluemaumau.org if anyone is interested. Sorry to bore some of you, but when you do this day after day (I'm here every day of the week), the situation itself can cause a lot of angst. I try not to let it get to me and I vent here instead of in public - and I would have done exactly as you suggested, directing that person to the nearest FE drop-off location. Adrian I can totally understand your perception of the situation, and the attitude towards that person is unacceptable. Here’s the problem in a nutshell with this franchise and why you probably witnessed the owner’s frustration boil over.
In 2003, most of the stores changed their name, as well as the business model, from Mailboxes Etc. to The UPS Store based on promises not kept by UPS. One of those promises was that the UPS brand name would drive paying customers to our stores at the expense of the post office.
The problem was that UPS began picking off our paying customers for themselves. They went into our manifests, which are owned by UPS, and gave our best customers their own accounts, turning us into staffed drop boxes. In 2008, pre-paid packages exceeded paid packages and it’s only getting worse. We are paid a pittance for these packages, yet we are responsible for paying rents, utilities, royalties, supplies, even royalties for accepting the drop-offs on the small amount we are compensated for.
This is not what we signed up for. MBE/UPS are now trying to tell us to forget about shipping and concentrate on being print shops, forcing us to buy expensive software and machines in order to be in compliance.
One question may be on your mind as well as your readers. Why don’t we get out? The problem lies in the leases that we have signed on our store structure and the expensive machinery, all which require personal guarantees. So you have a few options available. Sell for pennies on the dollar and hope that there is a job somewhere out there in this economy. Or you could always close and declare bankruptcy. For some owners this is not an option because they are suing UPS, and are fearful that any settlement they may receive may go to the courts. It makes one feel as if they’re an indentured servant to UPS.
So why haven’t you heard anything about all of this? No one wants to touch this with a ten foot pole due to the amount of advertising that UPS Spends. We received one lucky break from the Wall Street Journal: http://online.wsj.com/article/S60509GIBSON.html. Also Janet Sparks from Franchise Times has written some wonderful articles on http://www.bluemaumau.org if anyone is interested.
Sorry to bore some of you, but when you do this day after day (I’m here every day of the week), the situation itself can cause a lot of angst. I try not to let it get to me and I vent here instead of in public – and I would have done exactly as you suggested, directing that person to the nearest FE drop-off location.

]]> By: Adrian Dayton http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-5525 Adrian Dayton Mon, 11 Jul 2011 23:42:55 +0000 http://adriandayton.com/?p=1988#comment-5525 Interesting insight, perhaps that explains the attitude that the employee gave to the person trying to drop off the FedEx package. I'm not sure it excuses the behavior of the employee though. Interesting insight, perhaps that explains the attitude that the employee gave to the person trying to drop off the FedEx package. I’m not sure it excuses the behavior of the employee though.

]]> By: Andi http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-5524 Andi Mon, 11 Jul 2011 23:37:00 +0000 http://adriandayton.com/?p=1988#comment-5524 Ok let's set the record straight. Both Fed Ex and UPS are great companies. I own 2 UPS Stores so what I am about to report to you is commonly known to the public. When UPS bought Mail Boxes Etc. And changed the name to The UPS Store, Fed Ex decided that The UPS Stores could no longer accept Fed Ex packages. This decision came from Fed Ex not UPS. The UPS Stores tried to continue to accept packages to service all of the customers, however Fed Ex refused to pick the packages up. There was never any notice given to The UPS Stores that Fed Ex was not going to allow their drivers to continue picking up packages. We have great relationships with the Fed Ex drivers and I wish in the worst way we could still provide this service to our customer. I am a believer that the way you word something to a customer can make or break the situation. I am not taking up for the employee, I do not know this store where this incident took place. It is a frustrating situation, it seems Fed Ex is just a little harder to find, maybe if they had more retail outlets the customers who need them will not have to become a part of a seeking game. I am sure there phone numbers are listed in the phone book. Just kindly remember that this was Fed Ex's decision. Ok let’s set the record straight. Both Fed Ex and UPS are great companies. I own 2 UPS Stores so what I am about to report to you is commonly known to the public. When UPS bought Mail Boxes Etc. And changed the name to The UPS Store, Fed Ex decided that The UPS Stores could no longer accept Fed Ex packages. This decision came from Fed Ex not UPS. The UPS Stores tried to continue to accept packages to service all of the customers, however Fed Ex refused to pick the packages up. There was never any notice given to The UPS Stores that Fed Ex was not going to allow their drivers to continue picking up packages. We have great relationships with the Fed Ex drivers and I wish in the worst way we could still provide this service to our customer. I am a believer that the way you word something to a customer can make or break the situation. I am not taking up for the employee, I do not know this store where this incident took place. It is a frustrating situation, it seems Fed Ex is just a little harder to find, maybe if they had more retail outlets the customers who need them will not have to become a part of a seeking game. I am sure there phone numbers are listed in the phone book. Just kindly remember that this was Fed Ex’s decision.

]]> By: Adrian Dayton http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-3326 Adrian Dayton Fri, 10 Dec 2010 12:52:24 +0000 http://adriandayton.com/?p=1988#comment-3326 Steve, Thanks for the comment. To answer your question, I don't go into a store and ask for information about a competitor, but that wasn't what I saw happen. I saw an individual that was trying to send a pre-paid package. The old Mailbox Etc sent packages via both UPS and FEDEX, so it was reasonable for this person to assume the UPS store could mail out her package. Glad to hear your employees provide address and driving directions, that is going above and beyond- and nowadays that kind of great service is expected. Steve,

Thanks for the comment. To answer your question, I don’t go into a store and ask for information about a competitor, but that wasn’t what I saw happen. I saw an individual that was trying to send a pre-paid package. The old Mailbox Etc sent packages via both UPS and FEDEX, so it was reasonable for this person to assume the UPS store could mail out her package.

Glad to hear your employees provide address and driving directions, that is going above and beyond- and nowadays that kind of great service is expected.

]]> By: Steve http://adriandayton.com/2010/07/the-ups-store-misses-the-mark/comment-page-1/#comment-3324 Steve Fri, 10 Dec 2010 03:42:02 +0000 http://adriandayton.com/?p=1988#comment-3324 I just happened across this post and couldn't resist. Mr. Dayton, do you go into a Wal-Mart and immediately ask an employee where the nearest Target ( a competitor) store is? Do you call JC Penney to ask for the number to Sears? Just think about that for more than a second, let that sink in. That being said, all our employees are nice enough to provide not only an address but detailed driving directions to the nearest Fedex facility. We do this, not only out of courtesy, but as a challenge for the customer to see which carrier will serve their needs best. If the package they have is not a prepaid Fedex package, they invariably return to our store. I agree the individual you encountered was borderline rude but I hope that is the exception to the rule. I just happened across this post and couldn’t resist.

Mr. Dayton, do you go into a Wal-Mart and immediately ask an employee where the nearest Target ( a competitor) store is? Do you call JC Penney to ask for the number to Sears? Just think about that for more than a second, let that sink in.

That being said, all our employees are nice enough to provide not only an address but detailed driving directions to the nearest Fedex facility. We do this, not only out of courtesy, but as a challenge for the customer to see which carrier will serve their needs best. If the package they have is not a prepaid Fedex package, they invariably return to our store.

I agree the individual you encountered was borderline rude but I hope that is the exception to the rule.

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