During my career at UPS, one of my assignments was the responsibility of managing UPS’s worldwide retail operations, which included the acquisition of MBE, later rebranded to the UPS Store network. I had no knowledge of franchising when we purchased Mailboxes, Etc. I was
tasked with integrating that operation, and it reported directly to me during the time I was responsible for UPS’s Worldwide Retail operations.
At that time, people knew how to receive a UPS package, but few knew how to send one through our system. Our acquisition of MBE was thought of as a new access channel for customers to ship their packages.
One of my most valuable lessons came from that experience. I had the honor and privilege to work with a great group of leaders and entrepreneurs. As I worked to understand the network, I had the opportunity to see firsthand what it takes to be an entrepreneur. To clarify, I am not saying I became a great entrepreneur, but I gained a profound respect for the store owners within our franchise network. These individuals are deeply committed and are great entrepreneurs and small business owners.
When you work with a small business owner, you realize they are fully invested. You may oversee P&L responsibilities in typical organizational roles, but it is clearly not the same as running a small business. I learned that these owners take everything they have, slide it across the table, and say, “I want to buy this business,” or, “I’m going to start this business.” They are completely committed and all in.
It’s often their life savings and sometimes even part of their retirement. You truly realize how committed they are when, at the end of the day, they hit the virtual cash register and cash out. They pay their employees and vendors first, and whatever is left is what they take home to their
families. No one is more all-in than a small business owner. From this, I realized that not everyone can make such a commitment. I questioned myself after all my years in a corporate environment – could I do this? I have immense respect for small business owners, and many people don’t understand what it takes to be all in!
You also realize quickly that they know their business and are all in. I do not need to question their awareness of our goals or commitment; they are more invested than any of us. This realization deepens your respect and understanding, prompting you to step back and let them run their business.
As a franchise network, consistency is essential. A UPS store in Portland, Maine, needs to operate with the same products and services as the one in Portland, Oregon. While maintaining consistency is critical to a franchise network, I still believe you encourage them to retain their entrepreneurial spirit while growing their business. This is a fine balance. I learned this firsthand, and I have great respect for entrepreneurs to this day. In a traditional job, you always had the backing of a large corporation, and even if you miss your business targets, the organization survives because someone else may succeed. This understanding and ultimate respect for small business owners has stayed with me to this day. This was and is one of my greatest lessons.
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Let’s work together. I am a practitioner as well as an educator and motivator, and an experienced senior leader and CEO with over 45 years of boots-on-the-ground experience. I led one of the largest rebranding initiatives in franchising history – The UPS Store, revolutionizing the $9 billion
retail shipping and business services market.
I believe that none of us can achieve success without some help along the way. For each of us, there is a person, a mentor, who we are grateful towards and who can help us get to where we aspire to be. Sharing stories and experiences as a speaker is a way of recognizing the value of these experiences and giving back to the next generation of leaders. It also is a way of demonstrating in words and deed the value I am placing in mentorship. As for me, I have been fortunate to have worked with and mentored by some incredibly special people, and none more incredible than Coach John Wooden.
I have broad experiences to share that can help others as they grow and take on new challenges. During my time as president of UPS Supply Chain Solutions, I integrated over 20 acquisitions that became UPS Supply Chain Solutions. I steered UPS’s entry into the health care industry and created the mantra, “It’s a patient, not a package. ®” With the ability to see a clear vision of the changing business landscape, the passion to develop strategies, tactics, and metrics to drive desired results, and the passion to develop the Best, The Brightest, Most Informed, and Best People in the industries they serve.
Please give me a call today at 610-322-0720 or email at
[email protected]
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TIGHTEN THE LUG NUTS: THE PRINCIPLES OF
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Remember, People don’t quit on their jobs, they quit on their bosses.
