Q&A: How The UPS Store looks to help store operators with its store-in-store concept
Store operators know well the difficulty of driving foot traffic into the store, particularly during the advent of e-commerce. Drug Store News spoke to Chris Adkins, The UPS Store’s vice president of franchise and business development, about the company’s store-within-a-store concept and how it might benefit stores that implement it.
Drug Store News: Tell us about The UPS Store’s store-in-store concept.
Chris Adkins: Our store-in-store model is a smaller footprint center that exists inside another retail location, such as a pharmacy, hardware store or grocery store. The model was developed for the benefit of both the store owner and the consumer. We wanted to provide store owners with the means to differentiate themselves from their competitors, while adding value to their storefronts. We also wanted to create convenience for the consumer. By having a The UPS Store within a local pharmacy, errands turn into a one-and-done task.
DSN: How many pharmacy locations is The UPS Store in?
CA: Currently, we have The UPS Store locations in 21 pharmacies across the United States and 20 additional locations in progress. We also have nontraditional stores within hardware stores, grocery stores, hotels, military bases, convention centers and university campuses. The store-in-store model allows for all the services you would find at a traditional The UPS Store, even personal mailboxes, an optional feature for franchisees. Whether it be shipping care packages to colleges students, sending home souvenirs from vacation, mailing letters to deployed family members or just shipping your online shopping return, The UPS Store covers it all.
DSN: Why did you choose pharmacies as a location for this concept?
CA: Pharmacies are reliable institutions consumers turn to for their everyday items. A trip to the pharmacy usually means heading right down the street from your own home. We wanted The UPS Store to be the same way. While customers are picking up their prescription or grabbing a quick bottle of sunscreen, they can also ship that package they’ve been meaning to send. It felt like a no-brainer to meet customers where they are.
DSN: What’s the benefit of adding a The UPS Store to a pharmacy location for owners?
CA: The benefit to store owners is immense. By adding a The UPS Store to their pharmacy location, at a reduced cost of entry, owners have the opportunity to grow foot traffic and tap into new customers.
Ben Hertz, owner of Elmora Healthcare in Elizabeth, N.J., opened the first-ever The UPS Store located in a pharmacy. For Ben’s customers, the additional services offered by The UPS Store added incentive to get them in the door and kept them coming back. Independent pharmacy owners like Ben gain leverage over big corporation pharmacies when they are able to offer additional services provided by The UPS Store. Increased foot traffic puts smaller pharmacies back on the map and back in the game. Store owners are also provided with intensive training, support and education from The UPS Store to ensure their store-in-store location sees success along the way.
DSN: How does adding a The UPS Store benefit shoppers?
CA: Having a long list of errands is no one’s ideal afternoon. Being able to cross two off the list in one place is the best thing retailers can provide on-the-go consumers. The UPS Store does just that. Regular pharmacy customers can accomplish more with one trip, and new customers are exposed to a location they have yet to visit, but will remember the next time they need to pick up their essential items.
DSN: Is The UPS Store currently working on any new products or services?
CA: The UPS Store has been on a mission to evolve from the traditional role of packing and shipping to serving as a multiservice resource for small business owners and retail companies. Customers’ expectations are higher than ever when it comes to convenience and customer service, especially when it comes to returns. We help companies seamlessly meet customers where they are to provide a convenient and efficient experience for merchandise returns.
We are also testing a new store design concept focused on becoming a one-stop shop for small business owners, highlighting our services beyond packing and shipping. The new The UPS Store design reduces barriers between employees and customers, opting for a workshop aesthetic where customers can see more of what’s going on behind the scenes and converse more with employees.
New features include smart lockers, digital screens, print consultation desk and workstations open 24/7.
Drug Store News: Tell us about The UPS Store’s store-in-store concept.
Chris Adkins: Our store-in-store model is a smaller footprint center that exists inside another retail location, such as a pharmacy, hardware store or grocery store. The model was developed for the benefit of both the store owner and the consumer. We wanted to provide store owners with the means to differentiate themselves from their competitors, while adding value to their storefronts. We also wanted to create convenience for the consumer. By having a The UPS Store within a local pharmacy, errands turn into a one-and-done task.
DSN: How many pharmacy locations is The UPS Store in?
CA: Currently, we have The UPS Store locations in 21 pharmacies across the United States and 20 additional locations in progress. We also have nontraditional stores within hardware stores, grocery stores, hotels, military bases, convention centers and university campuses. The store-in-store model allows for all the services you would find at a traditional The UPS Store, even personal mailboxes, an optional feature for franchisees. Whether it be shipping care packages to colleges students, sending home souvenirs from vacation, mailing letters to deployed family members or just shipping your online shopping return, The UPS Store covers it all.DSN: Why did you choose pharmacies as a location for this concept?
CA: Pharmacies are reliable institutions consumers turn to for their everyday items. A trip to the pharmacy usually means heading right down the street from your own home. We wanted The UPS Store to be the same way. While customers are picking up their prescription or grabbing a quick bottle of sunscreen, they can also ship that package they’ve been meaning to send. It felt like a no-brainer to meet customers where they are.
DSN: What’s the benefit of adding a The UPS Store to a pharmacy location for owners?
CA: The benefit to store owners is immense. By adding a The UPS Store to their pharmacy location, at a reduced cost of entry, owners have the opportunity to grow foot traffic and tap into new customers.
Ben Hertz, owner of Elmora Healthcare in Elizabeth, N.J., opened the first-ever The UPS Store located in a pharmacy. For Ben’s customers, the additional services offered by The UPS Store added incentive to get them in the door and kept them coming back. Independent pharmacy owners like Ben gain leverage over big corporation pharmacies when they are able to offer additional services provided by The UPS Store. Increased foot traffic puts smaller pharmacies back on the map and back in the game. Store owners are also provided with intensive training, support and education from The UPS Store to ensure their store-in-store location sees success along the way.
DSN: How does adding a The UPS Store benefit shoppers?
CA: Having a long list of errands is no one’s ideal afternoon. Being able to cross two off the list in one place is the best thing retailers can provide on-the-go consumers. The UPS Store does just that. Regular pharmacy customers can accomplish more with one trip, and new customers are exposed to a location they have yet to visit, but will remember the next time they need to pick up their essential items.
DSN: Is The UPS Store currently working on any new products or services?
CA: The UPS Store has been on a mission to evolve from the traditional role of packing and shipping to serving as a multiservice resource for small business owners and retail companies. Customers’ expectations are higher than ever when it comes to convenience and customer service, especially when it comes to returns. We help companies seamlessly meet customers where they are to provide a convenient and efficient experience for merchandise returns.
We are also testing a new store design concept focused on becoming a one-stop shop for small business owners, highlighting our services beyond packing and shipping. The new The UPS Store design reduces barriers between employees and customers, opting for a workshop aesthetic where customers can see more of what’s going on behind the scenes and converse more with employees.
New features include smart lockers, digital screens, print consultation desk and workstations open 24/7.