mpc
today
Vol. 14 Issue 4 | July/August 2012
Formerly News & Ideas
$8.95
www.ampc.org
Follow AMPC on Twitter: twitter.com/ampctoday
Like us on Facebook facebook.com/ampctoday
The voice of the mail & parcel industry since 1982
AMPC National Convention …
SHIP TECH EXPO
October 5–7, 2012 | Orlando, FL
A NATIONAL CONVENTION
for MAIL and PARCEL CENTERS
info on pages 4 and 5
AMPC Regional Meetings in 2012
Next up:
Networking and Knowledge…
Don’t miss out!
July 14 & 15 • Seattle, WA
Focus on Print & Copy Services
Scenes from the June
Boston-Area Regional,
with a focus on
Freight.
See page 6
The Seattle Area Regional will be held in
Seattle, WA, at the Pacific Office building.
Pacific Office is home to the AMPC National
Account Copier Program, a venue that creates an
excellent opportunity to showcase a wide range of
print and copy equipment with hands-on training.
Associated Mail & Parcel Centers
ASSOCIATED MAIL & PARCEL CENTERS
Associated Mail & Parcel Centers (AMPC) members
pay dues to support the organization’s efforts to
support their businesses. The money pays for a staff
to develop benefits, programs, discounts, research,
education, and advocacy for the members.
Joining AMPC is easy. To help us support your
industry and business, go to www.ampc.org and
sign up or renew.
mpc
today
www.ampc.org
The voice of the mail & parcel industry since 1982
A Publication of
Associated Mail & Parcel Centers
FOUNDER, JIM BAER
PAST PRESIDENT, CHARMAINE FENNIE
past chairman & CEO, Lowell Fennie
Board of directors:
chairman/director Craig Steblay
vice chairman/director, Sarah Rohde
Treasurer/director, Dub Johnson
director, Jeff Ballantyne
director, Arnie Goldstein
5411 E State St., #599 | Rockford, IL 61108
phone:
800.365.2672
815.316.8255
fax:
866.314.2672
AMPC Web site: www.ampc.org
Executive Director, Bryan Buford
EDITOR, Ellen Peters, ellen.peters@ampc.org
CONTRIBUTING WRITERS:
Questions?
Associated Mail & Parcel Centers
has trained staff available to answer
questions regarding your membership.
Please contact Member Services at:
800-365-2672
Monday – Friday
8:00 am – 5:00 pm CT
hello@ampc.org
5411 E State St., #599
Rockford, IL 61108
www.ampc.org
www.ampc.org/blog
www.findashippingstore.com
Bryan Buford | David Shappee
SUBSCRIPTION SERVICE: MPC Today is distributed bimonthly to
members of Associated Mail & Parcel Centers by standard mail.
First Class delivery is available – call AMPC to set up First Class
delivery.
Non-members may subscribe by calling AMPC at 800.365.2672.
DISPLAY ADVERTISING and/or AMPC Supplier Member information:
Contact bryan@ampc.org
815-978-2391
PERMISSIONS: Materials in this publication may not be
reproduced in any form without permission. Requests for reprint
permission should be directed to newsletter@ampc.org.
AMPC INC. STAFF & SERVICES DIRECTORY
Executive Director, BRYAN BUFORD, bryan@ampc.org
special projects, Jim Kitzmiller, jkitzmiller@ampc.org
Legal counsel, mark alcorn, mark.alcorn@ampc.org
Director of Operations, Kim Conboy, kconboy@ampc.org
AMPC FREIGHT DIRECTOR, JEFF BALLANTYNE, jeffb@ampc.org
DIRECTOR, EX OFFICIO, David Shappee, davidshappee@ampc.org
Like us on Facebook at facebook.com/ampctoday
Follow us on Twitter: twitter.com/ampctoday
ASSOCIATED MAIL & PARCEL CENTERS
2 – MPC Today | July/August 2012 | www.ampc.org
Copyright 2012 by Associated Mail & Parcel Centers
All Rights Reserved. Trademarks AMPC and MPC Today used
under license from Associated Mail & Parcel Centers
Information from
AMPC Headquarters
Our mission is to provide our members the
opportunities for success through advocacy,
education, resources, research, and programs.
National Convention, October 5-7
Inside this issue…
Y
ou should be in Orlando for the AMPC National
Convention. I believe it’s going to be a very good convention, but you’d probably like a few more reasons
to go. How about we go classic David Letterman and use a
top 10 list? Here we go:
4
............................................................
Number 10 – Open Bar
Convention attendees want to know that they’ll have a
night where they can get silly and act the fool, and we can
certainly provide that.
Number 9 – To Go To Orlando
AMPC National
Convention –
Ship Tech Expo
6
Bryan Buford
Executive Director
AMPC Seattle Regional
............................................................
8
Update on PO Fight
The hotel is gorgeous and a steal at $99 a night. Its located right down the street from
Disney and right next to Seaworld.
............................................................
Number 8 – Industry Information
An environment like a convention is a great way to learn what’s new and what’s important that is happening in our industry right now.
Number 7 – Certified Sessions
Certified Sessions are extended training sessions that dive deeply into a specific topic.
From Shipping to Packing to CMRA, you can become a certified master on core topics.
Number 6 – Lab Sessions
10 Print & Copy Survey
Results
............................................................
12 Mistakes I Have Made
by David Shappee
............................................................
18
Pet Contest Photos
A whole new approach to education. We’re setting up a facsimile store with working
equipment and POS stations. Learn how to integrate ideas and techniques into every
aspect of your workflow. The Lab will be open the entire time and staffed throughout
the Convention by experienced owners and vendors.
............................................................
Number 5 – Breakout Sessions
............................................................
Our Breakout Sessions are fantastic and cover everything from Marketing to
Operations. Taught by peers from all over the industry, these sessions are some of the
best opportunities to learn more about growing your business.
Number 4 – Carrier Participation
Once again, UPS and FedEx have stepped forward to sponsor and participate in this
year’s event. Each carrier, in addition to their booth, will be hosting a special Awards
Dinner you won’t want to miss.
22 Hot Talk
26 Exclusive AMPC
Member Discounts
............................................................
31 AMPC Vendor Directory
Number 3 – Meet Vendors
Looking for a new vendor? Looking to put a face to a service? Looking to get your
hands on some new equipment? The Trade Show is the only place to put it all together.
Number 2 – Have Fun
Owning your own business is freedom… freedom to work all the time. Take a weekend
and blow off some steam. You need it.
Number 1 – Networking
Year in and year out you’ll hear the same comments from successful store owners:
there is no better value than sitting down with your fellow store owners and talking
about the business. It’s true. I’ve learned more sitting around a table of peers than in
any class.
Visit our convention online at www.shiptechexpo.com to learn more about the event
and to register. Remember October 5-7 and book your plans. I hope to see you there!
Our job is
your success…
CMRA Quarterly Report Due
All CMRAs are required to submit their quarterly update to
their post office by the 15th of
January, April, July & October.
MPC Today | July/August 2012 | www.ampc.org – 3
AMPC National Convention…
SHIP TECH EXPO
October 5–7, 2012 | Orlando, FL
A NATIONAL CONVENTION for MAIL and PARCEL CENTERS | shiptechexpo.com
Ship Tech Expo is an educational opportunity for entrepreneurs in or involved with the Mailing and Parcel
Industry. Ship Tech Expo sports a wide range of educational sessions. Experts from across the industry donate
their time, energy and knowledge to present to attendees. Ship Tech Expo’s trade show features vendors representing multiple aspects of the industry, including operations, marketing, copy and print, and retail.
SHIP TECH EXPO IS AN INDUSTRY EVENT INCLUDING THE COMBINED EFFORTS OF:
Associated Mailing and Parcel Centers (AMPC)
Postal Connections
SHIP TECH EXPO FEATURES:
FedEx Sponsored Awards Dinner
UPS Sponsored Awards Dinner
Trade Show featuring industry vendors
Breakout Sessions throughout the weekend on a variety of topics
Hands-on training in our special lab sessions
Certified training sessions
FasTrac – a special session for new and prospective owners
This event will be held at:
The Hilton Orlando
6100 Destination Parkway
Orlando, FL 32819
www.thehiltonorlando.com
888-488-3509
The Hilton Orlando features a comprehensive 15,000 square-foot Spa and Fitness Center, two resort pools,
a lazy river, nine-hole executive golf course, a jogging track, and basketball, tennis, and bocce ball courts.
Seven creative dining options provide fresh and creative cuisine.
Contact and Reservations
Convention attendees can stay for the negotiated rate of $99 per night.
Room Reservations can be made by calling 888-488-3509.
Online reservations will be available soon.
___________
We Deliver Success!
Nearby Attractions
SeaWorld® Orlando is located within 1.5 miles of the Hilton Orlando. Tickets available through our Virtual Concierge or at our Concierge Desk.
Complimentary Shuttle Service to SeaWorld and connecting service to Aquatica are available to all guests of The Hilton Orlando.
Universal Orlando® offers a universe of unique possibilities. With two amazing theme parks – Universal Studios ® and Universal’s Islands of
Adventure® – and the exciting Universal CityWalk entertainment complex, Universal Orlando® offers a great experience! Make sure you visit
The Wizarding World of Harry Potter™ for a truly magical experience. Just 4.9 miles from the Hilton Orlando Hotel. Tickets available through
ourVirtual Concierge or at our Concierge Desk.
Walt Disney World is located just 7.9 miles from the Hilton Orlando! Discover four unique theme parks from the fantasy of Magic Kingdom®
Park to the movie magic of Disney’s Hollywood Studios™, the wild Savannahs of Disney’s Animal Kingdom® Theme Park to the wonders of
Epcot ®. Tickets available through our Virtual Concierge or at our Concierge Desk.
Register online and sign up for updates at shiptechexpo.com
4 – MPC Today | July/August 2012 | www.ampc.org
TRAINING
Breakout Sessions
These classes delve into the many aspects of business ownership that
enhance an owner’s ability to prosper beyond the competition. Topics covered in these sessions will include Store Operations, Financials, Print and
Copy, and Marketing.
Offered Friday, Saturday and Sunday
Breakout Session Laboratories
THURSDAY – October 4, 2012
5:00 pm | Welcome Reception
______________________________
FRIDAY – October 5, 2012
8:00 am | Breakout Sessions & Laboratory
These sessions will feature hands-on training in a facsimile store environment. Attendees will have the opportunity to operate, experiment and learn
with a variety of tools, equipment and technologies, including copiers, binding equipment, POS systems, packing tools, wide format equipment, and
more.
1:00 pm | Breakout Sessions & Laboratory
Offered Friday and Saturday
______________________________
FASTRAC®
SATURDAY – October 6, 2012
An 8-hour, content rich seminar designed specifically for new store owners/managers. It is a full day of presentations with content established
by the most successful MPC owners in the country. The best practices of
store operations and set-up are provided. Topics covered include history of
the industry, general store operations, general store set-up tools, general
shipping restrictions, general packing, package processing, package dropoffs, POS Systems, customer service, business planning, basic finances,
staffing a store, liability and insurance, pricing, hands on training, marketing and advertising, record management, carrier accounts, Commercial
Mail Receiving Agency, HIPDR, AMPC freight, AMPC and Neighborhood
Postal Centers.
8:00 am | Breakout Sessions & Laboratory
Offered Friday
CMRA
A course that covers the regulations regarding CMRA and the marketing
of mailbox rentals. The rules and regulations governing Commercial Mail
Receiving Agencies are extensive and can often be confusing. Knowledge
of security, compliance, enforcement, and mail processing is required to
operate as a CMRA. Expertise in this vital area of your business operations
is essential. Training topics include: Mailbox rentals, Aviation Security,
Identity Theft, Fraud, Illegal shipment handling, Inspection, customer standards, owner/manager requirements, PS forms, customer requirements,
addressing standards, maintaining PS forms, quarterly list requirements,
handling mail for terminated customers, USPS procedures for abandoned
CMRA, domestic mail manual regulations, identity theft, security of mail,
suspicious mail, forwarding. This section of the course curriculum was
developed by USPS for AMPC Members. This second section of RSC 206
covers all of the aspects of how to setup, market, sell and manage Mail
Receiving Services (mail box rentals). How to fill your mailboxes with paying customers, establishing winning techniques to get customers to pay
years in advance, how to beat the competition, and how to fill your empty
boxes when other mail box locations close are typical topics in the marketing section. Also techniques on how to sell boxes to your existing customers, how to identify someone that wants to rent a box that you are sure will
be a problem customer, how to refuse service to a customer, how to know
techniques for mail and package receiving that will keep your labor costs
low are explored.
11:45 am | Lunch
6:00 pm | UPS Sponsored Awards Dinner
11:45 am | Lunch
1:00 pm | Trade Show
1:00 pm | Breakout Sessions
6:00 pm | FedEx Sponsored Awards Dinner
______________________________
SUNDAY – October 7, 2012
8:00 am | State of the Industry Meeting
11:45 am | Lunch
1:00 pm | Breakout Sessions
We Deliver Success!
Register online
and sign up for updates at:
shiptechexpo.com
Offered Saturday
MPC Today | July/August 2012 | www.ampc.org – 5
AMPC Regional Meeting
July 14 – 15
Seattle, WA
The Seattle Area Regional will be held in Seattle, WA, at
the Pacific Office building. Pacific Office is home to the
AMPC National Account Copier Program, a venue that
creates an excellent opportunity to showcase a wide
range of print and copy equipment with hands-on
training.
July 14-15 • Seattle
Seattle-area Schedule – July 14–15
Saturday, July 14
11:00 FasTrac (New Owner Training)
A 4-hour session specifically designed for new and soon-tobe MPC owners. Covers multiple aspects of the business
vital for anyone getting started including pricing, sales,
financials, and more.
3:30 PrinTrac
Instruction on the vital components of turning copies into a
profit center. Attendees will learn about copy and finishing
equipment, pricing, paper, and marketing.
The Seattle-area event will be
held at:
Pacific Office Headquarters
1064 4th Avenue South
Seattle, WA 98134
Sunday, July 15
INTERNET MARKETING
Learn about the various internet marketing tools that exist for
small businesses in 2012 and learn how to best implement those
tools as an MPC.
Seattle Area Regional has a focus
on Print & Copy
WIDE FORMAT DEMO
A hands-on demo showcasing wide format printing, banner printing,
and finshing tools.
WIDE FORMAT PRINTING
An introduction into the world of printing wide format. Learn how
wide format can bring a highly profitable product into your store’s
repertoire of services.
COPIES AND PRINTING
Learn about selling copy and print services as an MPC with a focus
on both familiar and new products that other MPC locations are
finding successful and profitable.
DEALING WITH DROP-OFFS
Taught by industry-expert Dave Shappee, this highly-touted session
will show MPC owners how they must change their business model
to work with the ever-present Drop-off customer. A must-do for
every MPC.
We Deliver Success!
Rates
FasTrac and Weekend
PrinTrac and Weekend
Freight and Weekend
Coaches Corner*
Member
$375
$249
$249 $59
Non-Member
$475
$349
$349
$75
(*FREE for FasTrac, PrinTrac, & Freight attendees)
Sunday only
$99
$125
FINISHING EQUIPMENT DEMO
A hands-on demo showcasing basic finishing equipment like business card slitter, binders, and more.
INDUSTRY UPDATES
Find out what’s happening in the MPC world, including Postal
changes and package security.
VENDOR PRESENTATIONS
- ShipRite - MPC Coaches - FotoZoomer - AMPC National Accounts Copier Program Classes subject to change.
To register, download forms at ampc.org, or call 815-316-8255
6 – MPC Today | July/August 2012 | www.ampc.org
The right copier with the right service agreement can improve your production
and lower your costs.
The AMPC National Account Program includes special pricing and service on Konica Minolta, Ricoh, and
Canon equipment. AMPC Members get the purchase power of a large group on the industry’s leading
brands. The right copier with the right service agreement can improve your production and lower your costs.
The AMPC National Account Program is run by Pacific Office and our dedicated account representative, Kevin
Keating. You can contact Kevin at 855-530-5790 or email at kkeating@pacificoffice.com.
Konica
receives
Buyers Laboratory’s
Konica
receives
Manufacture “Line of the Year Award” for the 2nd conse
Year!
Call for complete announcement.
Buyers Laboratory’s
Manufacture “Line of
for before 6:00
Year
Award”
Order any of thethe
featured
Konica
Copier/Printers
Whether your
store needs a 20 page
per minute convenience walkup copier to a 150-page-per-minute
High End Digital Press, the National
Program has something for you.
Konica Will PAY
Pacific Standard Time
February,
23rd, 2012 &year!
the 2nd
consecutive
Five (5) lease Payments for YOU!
Time is Very Short on this Promotion so Don’t Wait!
Sorry, There can be no exceptions to the Promo Date Ending T
This is a Big Win for AMPC members, but it will be gone Fas
For additional information
Call Kevin Keating 855-530-5790
Contact the National Account Manager:
Kevin Keating
855-530-5790 | kkeating@pacificoffice.com
Kevin Keating, 855-530-5790 or kkeating@pacificoffice.com
MPC Today | July/August 2012 | www.ampc.org – 7
UPDATE on Fighting the USPS PO Box Enhancements
Post Office Elects to File for Approval
O
The USPS Motion to dismiss our
complaint pursuant to sections
3633 and 3642 is denied.
Basically, the PRC agreed with our argument that the Post Office did not
seek approval for the enhanced services it is now offering with PO Box
Service. The PRC stated in the Order, “The Postal Service did not propose
to offer the enhanced services at issue in the Complaint in any prior proceedings before the Commission.”
The Commission did find in favor of
dismissal of the Section 3661 Claim.
The argument there was that the
enhanced services represented a
change in the nature of postal services
and required the USPS to seek an
advisory opinion. The Commission concluded that the enhanced services do
not amount to a change in the nature of
postal services.
n June 13th, the PRC issued a response (Order No. 1366) to the
Complaint we filed on March 15 and the subsequent USPS Motion
to Dismiss that was filed on April 4. The PRC both granted in part
and denied in part the Motion to Dismiss. Furthermore, the PRC put the
Complaint in Abeyance pending a submission and disposition of an elective filing by the USPS in regards to its enhancements for PO Box service.
The PRC established Docket MC201226 as a placeholder for an elective filing by the Postal Service concerning
its enhanced services. The PRC has
written that the PAEA regulations
mandate the notice and relevant supporting materials be filed with the
Commission to inform the public and
the Commission of planned or requested changes. As noted above, the USPS
did not do this despite their claims otherwise.
On June 22, the USPS made notice of
its decision to accept the process provided to it by the PRC. The Post Office
will be making its FIRST request for
approval on the services it launched
back in January. Pursuant to the
rules laid out in the Code of Federal
Regulations, the USPS will need to
ensure that the filing provided the PRC
with “such information and data, and
such statements of reasons and bases,
as are necessary and appropriate to
fully inform the Commission of the
nature, scope, significance, and impact
of the proposed modification.” (39
C.F.R. 3020.32)
Among many things, that means the
USPS is going to have to provide “a
description of the likely impact of the
proposed modification on small business concerns.”
(continued on next page)
8 – MPC Today | July/August 2012 | www.ampc.org
As per the process laid out in the C.F.R.,
the PRC will establish of an officer of
the Commission to represent the interests of the general public in the docket;
and provide a specified period for public comment.
The USPS has until July 9 to make its
filing in Docket MC2012-26. We look
forward to helping the PRC understand
the likely impact on small business
concerns.This is a win for our complaint. All along we have stressed that
our complaint is based on the premise
that the USPS did not follow the proper
channels in launching the enhancements to the PO Box service. The PRC
has agreed with our assessment and
one way or the other, we will get our
chance to properly evaluate and comment on these enhancements.
More detailed and updated info can be
found at AMPC’s blog at:
http://fightformympc.com. l
Does this mean the fight is over?
Posted to Hot Talk by:
Jeff Ballantyne, AMPC Board Member & Freight Director
N
o, this means the fight has just begun. So as kids from college say
when they write home:
$end Money $oon.
The PRC have simply agreed to hear the complaint and that our complaint
has merit (well done, Bryan & Jim!).
I read through the statement from the PRC (some serious reading).
Bryan will let us know when to start filing our supporting letters with the
PRC, you can read up on the battle at:
http://fightformympc.wordpress.com/
You can also make a donation to the effort on the same page. This fight
will not be cheap, it will not be easy, it will take time, money and effort
from everyone possible.
This not the time to sit back and wait for someone else to do something.
Bryan and Jim have created letters that can be edited with your store
information. (I highly recommend that you do edit the letter to show how
much you care, how much this will effect your business – and yes it WILL
effect your business.)
PLEASE DO NOT FILE YOUR COMMENT UNTIL THE USPS HAS
RESPONDED TO THE OFFICIAL COMPLAINT. THERE WILL BE A
NOTICE ON THIS BLOG WHEN THAT TIME HAS COME.
http://fightformympc.wordpress.com/
Create user account at prc.gov
2) Go to Create Filing Record at prc.gov
3) Under Docket No., select c2012-1
We Deliver Success!
4) Enter Document title. Document title should be: - Comments of [your
store name]
5) Upload Document. Document should be saved to your computer with
same title as above. (example: Comments of AMPC.doc)
6) Click Submit Filing Record
PLEASE DO NOT FILE YOUR COMMENT UNTIL THE USPS HAS
RESPONDED TO THE OFFICIAL COMPLAINT. THERE WILL BE A
NOTICE ON THIS BLOG WHEN THAT TIME HAS COME. l
MPC Today | July/August 2012 | www.ampc.org – 9
Survey Results for
Print and Copy in MPC 2012
Print and Copy in the MPC
2012 Survey
1. How many black and white copiers do you
currently have?
Number of
Copiers
Percent %
1
52.4%
2
31.8%
3
11.2%
4
3.4%
5
0.4%
6+
0.9%
2. How many Color Copiers do you currently
have?
Number of
Copiers
Percent %
1
63.5%
2
29.3%
3
6.3%
4
5
6+
6. Please select the wide format related equipment
you have.
Equipment
Percent %
Wide format printer
71.1%
FotoZoomer Kiosk
33.7%
Banner-capable copier
43.4%
Lamination / Mounting Boards
41%
Oversize Lamination Machine
33.7%
Page 3 of 5
Conducted by AMPC © 2012
7. Please select the answer below that best
describes Print and Copy services in your store.
Answer
Percent %
We offer copy services purely as a convenience.
27.5%
0.5%
Copy and Print is an important product for us.
37.5%
0.5%
Copy and Print is as important as pack and ship for us.
24.6%
0%
Copy and Print is our biggest service.
9.2%
We do not offer copy services.
1.3%
Page 1 of 5
Conducted by AMPC © 2012
3. Which of the following is your preferred brand
of copier equipment?
Brand
Percent %
Canon
12.1%
Ricoh
10.4%
Konica Minolta
37.5%
Xerox
8.3%
Other
15.8%
None
15.8%
4. Please select the additional pieces of related
equipment you have.
Equipment
Percent %
Coil Binder
32.1%
Business Card Slitter
8. Do you see copy and print services as a growth
area for your store in the next 5 years?
Answer
Percent %
No
17.4%
Not Sure
22.8%
Yes
59.8%
36.7%
Comb Binder
62.3%
Padding Press
27.9%
Booklet Stapler
41.9%
Paper Guillotine
50.7%
Folder
33%
Lamination Machine
90.7%
Page 4 of 5
Conducted by AMPC © 2012
9. Please select the answer below that best
matches your current status with copier
equipment.
Answer
Percent %
I have no plans to purchase or upgrade a copier soon
42.7%
I would like to upgrade or purchase a copier in the next 2 years
17.4%
I plan to purchase a copier in the next 12 months
8.3%
I recently purchased a copier
31.5%
Page 2 of 5
Conducted by AMPC © 2012
5. Do you currently offer wide format printing?
Answer
Percent %
No
65.8%
Yes
34.2%
10. Please rank the options below in order of
things you would like to see. Please put the most
important options at the top and so on.
Service
Overall Rank
Copy and Print Training
2
Finishing equipment and supplies program
3
Print Outsource Program
4
Wide Format Program
5
National Account Copier Program
6
Copy Paper Program
6. Please select the wide format related equipment
10 – MPCyou
Today
| July/August 2012 | www.ampc.org
have.
Equipment
Percent %
Page 5 of 5
Conducted by AMPC © 2012
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MPC Today | July/August 2012 | www.ampc.org – 11
Mistakes I Have Made
(In the Pack & Ship Business)
by David Shappee
A
recent email reminded me
that the risk of opening
one’s mouth, besides the
opportunity to put your foot in it,
is criticism. Let me preempt any
further attacks by admitting my
failings — at least in this business.
The rest of them would be too
voluminous for this publication.
Forgive me, friends, for I have
sinned. I now confess my shortsightedness and stupidity.
I’m not going to bother with the
little sins. You know, the times I
believed the customer and refunded money before I got the check
from the carrier, or when I’ve built
a crate or custom pack job that
was too big to get out the door, and
so many other little traps of the
trade. No, what follows are only
the big sins, the ones that cost us
thousands of dollars. There’s no
particular priority — they all hurt
the same, and I share them here
so that you can avoid them. As one
of my ex-bosses once said, “Good
judgment, David, comes from
experience… experience, unfortunately, comes from bad judgment.”
It’s no coincidence that expert and
experience have the same root (the
Latin verb experiri, “to try”). Now,
through MPC Coaches Network,
my partner Steve Merrick and I
have learned how to share those
expensive experiences with others,
and save them from the costly lessons we learned in our own businesses.
We’ve made some of our worst
mistakes choosing locations. One
was placing a store where there
were insufficient residential customers. It was in an emerging
retail “power zone,” the new hot
spot where everybody wanted to
be. Because of its newness, however, there weren’t many residences in the area, and that hurt
sales more than I expected. People
shop (and ship) where they live.
Although commercial customers
tend to have a higher average sale,
unless you’re in a dense business
area, such as Sheila and Nick
Leone when they had their Denver
store, Downtown Pack & Ship, in
the ground floor of a sky-scraper.
Most of us need the family and
SOHO (small office, home office)
business that comes with residences. A 50/50 commercial/residential
mix really does work best.
The other location mistake I made
was opening a store too far away,
12 – MPC Today | July/August 2012 | www.ampc.org
geographically, from our offices.
It’s what my late friend Bob Burke,
of Pack ‘N Mail in Ft. Worth, TX,
called “exceeding your span of
control,” a military concept he
latched on to from his Air Force
career. It was a great opportunity,
but the phone costs alone were
$200/month (this was before the
marvels of the internet), not to
mention the travel time, quality
problems, and lack of leadership
that came from not being there
every day. Service is too important,
and margins too fragile, to tolerate absentee management. That’s
why franchising was invented.
Even with our webcams, we should
remember the advice of Cindy
Johnson, who, along with her
husband Dub, owned multiplelocation Pack n Mails in New York:
“there’s no better fertilizer than the
footprints of the farmer.”
(continued on page 14)
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Mistakes…
Continued from page 12
I surprised even myself with the expensive personnel mistake of re-hiring
a weasel (but that’s the price you pay for being an optimist). That is, we’d
hired the young man as a teen, and eventually found him to be a scoundrel, one of those people who are always figuring a way to beat the system,
instead of just rolling up their sleeves and doing the work. Probably it’s
a symptom of being too smart for his own good — certainly too smart for
the good of his employer. We managed to lose him, but hired him back
some years later for the Christmas crew, and found him to be “a changed
man,” so kept him on, and even made him a manager. The only “change”
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We had similar experience with
a remorseful thief. That is, we’d
caught an employee stealing, but
they were so sincerely contrite that
we gave them a second chance.
They used it to steal some more.
This is exactly what a friend had
told us would happen. It’s what I’m
telling you will happen if you do
it, too. Remember, “expert” comes
from experience…
Another mistake we made, and
that others in our business make
constantly, even proudly, is trusting employees without verification. The famous last words in
personnel management are “I trust
my people implicitly, they’re like
family.” Yeah, but some of them
are like your no-count drug addict
brother-in-law. We trust ours, too.
Otherwise you can’t sleep. But we
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14 – MPC Today | July/August 2012 | www.ampc.org
Your postage meter or Endicia
account isn’t really a postage
meter. It’s an ATM loaded with
cash. Your cash.
Nowhere is verification more effective, and easier, than with your
postage meter and your stamps.
When we started counting stamps
at opening and closing, then comparing to sales, stamp deptartment
profitability doubled. We just quit
“losing” stamps. Likewise your
(continued on page 16)
Increase Your Business Profits With Smart Video From
MySnapCam
“…MySnapCam is super easy to use and very high quality. I don’t see any reason to go to
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The AMPC corporate store in Rockford, IL recently completed a 60-day trial with MySnapCam
to discover how smart video can bring value to AMPC members. Two wireless cameras from
MySnapCam were installed and service was established that provides 24X7 live remote-access
viewing along with smart video event capture and cloud storage using the cameras’ motion
activated sensors. Video is viewable via all types of smart phones, tablets, and computers.
There is no DVR to fail or be destroyed or stolen. We discovered numerous benefits from using
the MySnapCam system at our corporate store in Rockford. Among the most significant are:
Increase Your Sales
Call on additional prospects and participate in more business
networking events knowing that you can quickly and easily check in on
your store(s) via video on your smart device. So many AMPC members
struggle to grow their business to the extent desired because they’re
concerned about what is happening when they are away from the store.
With MySnapCam, you can view live video of what is happening in your
store at any time. This is also of great benefit when you’re taking the
day off or going on vacation!
“This will be a big hit with our members” – Kim Conboy
Minimize Losses
Experience greater peace of mind while reducing the possibility of theft
and break-ins. The MySnapCam solution allows the AMPC member to
customize when motion detection will be used to alert him of a variety of
events including after-hours activity or when someone enters an offlimits part of the store. An email or text to the owner, with a link to video
stored in the cloud, notifies him of the problem and allows him to contact
the police or otherwise address the issue.
“The best part about this device is that you can set up alerts. That
seems to be the whole point of having a security camera in the store.
The website is very easy to use, anyone can do it. Very selfexplanatory.” – Kim Conboy
Given the experience at the corporate store in Rockford, AMPC endorses the MySnapCam
solution as being of significant value to our members. Accordingly, MySnapCam is making the
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Sign up for a two-year service agreement and MySnapCam will discount the cameras by 33% to
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MPC Today | July/August 2012 | www.ampc.org – 15
Mistakes…
Continued from page 14
postage meter or Endicia account isn’t really a postage
meter. It’s an ATM loaded with cash. Your cash. Count
it daily, compare to sales and your expected margins,
and raise a stink whenever it’s less than you expect. It’s
usually a ring-in in the wrong deptartment, or some
other innocent mistake, that by discovering immediately, you can correct. Sometimes it’s not, like the summer I’m sure we “bought” the stamps for two weddings,
and then the thank-you notes, too! Then we started
counting daily…
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16 – MPC Today | July/August 2012 | www.ampc.org
What those employee mistakes
cost us were chickenfeed compared to being underinsured.
We’ve always viewed insurance
as protection from disaster, not a
fairy godmother to make everything perfect. That way insurance
can be affordable. However, what
happened to us after the fire at our
store some years ago (in December,
the night before the busiest day of
the year) was more than we were
prepared for —o r insured against.
If your business is your sole source
of income, review your insurance,
please, and remember that while
it is foolish indeed to spend too
much for an expense that may be
never used, it is disastrous to be
cheap. Let me assure you that in
the litigation that ensued I learned
another business truth: insurance
companies do not make money by
paying out claims (the other guys,
Farmers Group, was really good to
us).
Finally, my worst business mistake has been not appreciating my
Shipping Depot® partner, Kathryn,
more often. Since I know how
smart she is, and what a hard
worker, and how she’s so conscientious about quality, and that she’s
sincerely concerned about our
associates, her extraordinary level
of performance quickly became
my expectation, which she meets
(continued on page 17)
Mistakes…
Continued from page 16
every day. How difficult it must be to exceed “superb,” and
how frustrating not to be recognized for it. If she was an
employee, I’d lavish praise on her every day. But she’s not (I
couldn’t afford her). So excellence becomes assumed, but it is
no excuse to take it for granted. Thank heaven our employees
did it for me. The year I was gone for many months with a
health issue, they swooped our manager’s prerogative and
voted her our “Rock Solid” Award, usually reserved for our
most outstanding associate.
Kathryn Shappee with one of three “UPS Top
Shipper” awards for The Shipping Depot.®
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I hope this slice of humble pie
helps keep you from having to
serve one of the same to yourself
someday. The cost of our “experience” is only recoverable if we
can help someone else avoid the
same mistakes, and isn’t that
what AMPC is all about? Steve
and I look forward to sharing
more of our experience with you
at an AMPC Regional, or the
annual Convention in Orlando this
October. l
This article is an excerpt from the author’s book,
Leader of the Pack: Success Tips for the Mail and
Parcel Center, available through AMPC’s online
store, or from www.MPCCoaches.com
David Shappee and his
partner Kathryn founded
The Shipping Depot ®, a
Montana chain of retail
business service centers, in
1986. David consults in customer service & retail management, and has served
as trainer to AMPC, the American Bankers
Association, Honda Motor Corporation, the
Medical Managers Association, and many
other businesses. From 1997 to 2000 Mr.
Shappee ran The Numbers News, the first and
only financial reporting and feedback program
for MPCs, which included over 200 mail &
parcel centers nationwide of all sizes. He is a
partner in MPC Coaches Network, a business
consulting service devoted exclusively to the
success of MPCs, and can be contacted at
daves@mpccoaches.com.
MPC Today | July/August 2012 | www.ampc.org – 17
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The entries to the Pet Photo Contest held by AMPC on Facebook, which ended June 28, are presented here...
18 – MPC Today | July/August 2012 | www.ampc.org
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20 – MPC Today | July/August 2012 | www.ampc.org
ASSOCIATED MAIL & PARCEL CENTERS
from
Hot Talk… your online network
Handling Mail for Canceled Mailbox
How do you handle when a mailbox customer
does not want to renew, but you keep getting
their mail?
***
According to USPS Regulations, you are to hold their
mail for 6 months from the date of closure, then you
can trash all but first class mail. That can be marked
as “Not receivable by CMRA” (the exact wording is on
the website) and return it to the post office. We had a
stamp made with red ink with the wording and use it
to stamp when we return. Just make sure you cover
the address and the barcode or you will keep getting it
returned each day.
After the six months then everything can be done on
a day to day basis. Their regulations make no sense in
holding someone’s mail hostage for 6 months, but that
is what they say.
Once we close a mailbox, we hold the incoming 1st
class mail for about 10 days and give them an opportunity to come in ONCE and pick up what we have.
And that depends on them closing the box on good
terms. After that, they no longer have a mailbox and I
am no longer authorized to accept mail on their behalf,
so I have nothing to give them. And yes, this is just
a line, but the one they get. They can go to the post
office and complain about the rules if they like, but
they get nothing as they do not have a box anymore.
Robert Shaw
Parcel Plus 146
Cypress, TX
www.parcelpluscypress.com
***
We have a termination form for the mailbox holders
to complete when they are cancelling the box. They
have three choices for what we should do with mail
received in the 6 months after the termination date:
1. Destroy (this is the default).
2. Forward (they must pay for any postage and mailing
supplies)
3. Return to sender (I know the DMM says we can’t
but our local PM is ok with it... we have a series of
labels we keep on hand we place over the address
area and any bar codes “Return to Sender, Addressee
Moved”... applies for 1st Class and above only).
Shirley
The UPS Store 5635
***
Actually the CMRA regulations do not require you to
receive and store mail for a customer for 6 months
after the contract has ended. The regulations require
you to forward or return mail to your former customer
with new postage for that six months at your expense.
That is what is required of you unless you have a good
store contract that has different instructions from
your customer. A properly written contract should
contain language that says the customer does not
desire to have his mail forwarded during that six
month period. Or if they want forwarding it will spell
out that the former customer will pay all costs including the new postage during the forwarding period. It
should require a large deposit up front.
The AMPC website, under Mail Boxes 101, has two
very good contracts with the proper wording. Also
the contract should have instructions that give you
permission to destroy any mail as it arrives during
that six month period if the former customer has not
arranged for forwarding at their expense.
The last thing you want to do is store mail for six
months and then try to return it. Your postmaster
will not be amused when you try to return a big pile
of mail that has postmarks going back six months.
He will know that you never tried to forward it and
will want to know why. Plus if you get an inspection
from your postmaster of your store having totes full
of unforwarded mail could cause you lots of problems
when the postmaster orders you to forward or return
all of it with new postage at your expense. The only
thing that will save you then is a properly worded
store contract for each and every individual former
customer whose mail you have in your store. Even
worse the post office inspector might start noncompliance procedures against your business to stop all your
stores mail for good.
(continued on page 23)
22 – MPC Today | July/August 2012 | www.ampc.org
Hot Talk…
Continued from page 22
Why are things this way. The original intent of the
CMRA regulations that were trotted out in the late
1990s was to make us forward every single piece
of mail received for former customer daily at our
expense for one year after the contract ended. It’s
intent was to drive all of us out of the mail receiving
business and force most of our stores to close.
It really depends on your USPS volume. Lots of stores
have both. Nothing beats a postage meter for shear
speed if all the pieces are the same weight and size,
but if you don’t do much of that type of mail, hanging
on to your postage is a luxury. The obvious advantage
of Endicia is you only have to handle the piece once.
And don’t forget the discounts with Endicia.
The only thing that saved us was the battle we fought
and the inclusion of the store contract into the CMRA
regulations that could specify that our customer did
not desire forwarding and could be used to give us
permission to destroy all the mail during our six
month period of required mail forwarding. If you
don’t have a well worded store contract for each and
every individual you are receiving mail for you are
playing with fire. If you don’t have a well written
store contract you should not be in the Mail Receiving
Business.
Rick Ives
OLSON & IVES
Twisp, WA
There is more to this question but I think I have hit on
the high points.
The USPS is currently trying to take over our Mail
Receiving business again and everyone needs to get
into our fight to stop them with the help of the PRC
hearings.
Send money for the legal war chest that AMPC is trying to fund. It is the most important thing you can do
to protect your business from a government take over.
Bob Krause
Mail Depot INC
Virginia Beach, VA
***
We never did a large volume of metered mail (envelopes). We switched to Endicia and NEVER looked
back. It is/was a godsend to us that works perfectly
with our shipping software.
We use the instant postage and Dazzle, both through
Resource — saves a ton of time.
We use our 4x6 label printer and a turbo400. Can’t
wait for Resource to make it so we can do customs
forms without having to start again in Endicia directly
That part is a pain.
Jeff Ballantyne
AMPC Freight Director
Parcel Room
Portsmouth, NH
***
ENDICIA and/or postage machine
Like Jeff, I dumped the meter — was lucky that the
contract was up within a month after Dazzle tied in
with PostalMate. Unlike Jeff, PostalMate prints all
customs forms with Endicia’s newer ELS interface.
Works like a charm!
Do most people just get rid of their postage
machine when they have endicia and a Dymo
printer? Or do they use both?
Bud McEntee
PDQ Mail Plus
Larchmont, NY
***
l
***
Join the
conversation on
Hot Talk
Sign up today.
You’ll be glad you did.
Get signed up for AMPC’s active community of Mail & Parcel store owners, managers and vendors – some with 20–30 years experience – ready to answer your questions, commiserate on your bad days, celebrate your good ones, make you laugh,
and get you thinking. And nothing feels better than being able to share some of
your own knowledge, too. There is also a files and photo section full of interesting
info. This service requires a Yahoo account, which is free.
Once you have your Yahoo account, go to http://finance.groups.yahoo.com/
group/AMPC/ and click Join This Group. If you need assistance, call Kim at
800.365.2672.
She’ll be glad to help.
24 – MPC Today | July/August 2012 | www.ampc.org
Does the profitability of your store seem to always be in this state?
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Contact Rich Bieicher and use code
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The HP (EPP) offers HP and Compaq consumer
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surveys.
26 – MPC Today | July/August 2012 | www.ampc.org
Avis Car Rentals
Use code: AWD# H898510 to get your discount. Besides the discount you will receive on your
rental car, Avis will make a contribution to offset carbon emissions.
Budget Rental Car
Use code: BCD# D423110 to get your discount.
Besides the discount you will receive on your rental
car, Budget will make a contribution to offset carbon
emissions.
MPC Today | July/August 2012 | www.ampc.org – 27
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JOIN
!
Don’t miss important
industry updates – and
more – from AMPC!
Make sure we have your correct
email address on file to receive
our email bulletins.
AMPC Digital News
AMPC Classifed Ads
Vendor Spotlight
Service and Delay Updates
Current members can update their
email address, and subscribe or
unsubscribe to bulletins online by
signing in at:
www.ampc.org/members/account
NOW!
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To help you make
your business better!
www.yess-us.com
28 – MPC Today | July/August 2012 | www.ampc.org
MPC Today | July/August 2012 | www.ampc.org – 29
© 2007 United Parcel Service of America, Inc. UPS, the UPS brandmark, and the color brown are registered trademarks of United Parcel Service of America, Inc. All rights
reserved. Avery, Marks-A-Lot, the Crown Cap Design, and all other Avery brands are trademarks of, and used here under license from, Avery Dennison Corporation.
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imagined. Take some time and watch our testimonials and then take the next step and
join the over 2,500 entrepreneurs just like you in getting the keys to your own Mail Box
Store and your financial future.
Owning a Mail Box Store is a Great Way to Own Your Career
Owning a Mail Box Stores is the perfect opportunity to be your own boss. Many of us dream about having our own
business and being in charge of ourselves, our time, and our energy. Owning a Mail Box Store is a business opportunity for people who are driven, determined and willing to take advantage of the demographic and business shifts in
today’s world. The local Mail Box Store is an ideal opportunity for individuals who are self-determined and energetic
and who want to be players in a potentially profitable and proven system that works.
800-829-2915 Fax: 702-382-8454 sales@themailboxstores.com The Mail Box Stores, 5075 @ Diablo Dr #200, Las Vegas, NV, 89118
30 – MPC Today | July/August 2012 | www.ampc.org
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