Local Small Business with Scott Campbell
~Owner of The UPS Store
Lee: Hello my name is Lee Jackson, and I’m here today with Scott Campbell. You’re the owner of this store UPS Store right?
Scott: Yes, I own this UPS store.
Lee: Please tell me about yourself and what you do.
Scott: My name is Scott Campbell and I work at The UPS Store in Olivette, MO. I’ve been here for about 20 years. What happened is when I was working for my old boss here, for about the last 6 years or so, my boss came up to me and asked if I’d be interested in buying the store. So I bought it from him and ever since that day, I’ve been here.
Lee: Wow. Incredible. So then do you have an challenges that arise from running the business.
Challenges with Running the Business
Scott: There are a lot of good and bad experiences. And I’ve learned many things about what to do as the owner of a small business. For example, how to do taxes and work with a CPA. There’s a lot of paperwork I had never experienced before. I’ve had to ask for a lot of help. To get through it all took me about 2-3 years before I felt comfortable with everything and feel established, to feel like I was the right person to be in this position as the owner of the store.
Responsibilities and Duties
Lee: How old were you when you started working here?
Scott: I was about….23 or 24 years old at that time when I bought the store.
Lee: So what type of job do you do around the store?
Scott: Really overall in the store there are many responsibilities. So it depends on the day and how many employees show up. Like if one day an employee calls in sick I have to take over every day duties. And I take over many things and really I just can take over the whole store and run everything in it. So yeah, there are a lot of responsibilities and a lot of duties, and I’m responsible for them all.
Marketing and Promotion
Lee: So tell me, how do you promote your business?
Scott: Really, overall The UPS Store has good marketing assistance. What we do is rely on the franchise store helping. The corporate headquarters office is in California. What they do is they help with the marketing and advertising. So what they do is they help with overall marketing of my store throughout all of St. Louis. But I do have other options with our marketing like books, emails, EDM email marketing, or ads, and other things. So there are things on the side I can do if I have the opportunity or the time.
Number of Staff
Lee: How many staff do you have in your store?
Scott: Really is depends on the time of year. For example, during the holidays I have more staff because I have more business that comes in at that time of the year. Typically I hire 2-3 more part time employees through the holidays. During the regular seasons, I have 2-3 employees plus myself so it just depends on the time of the year.
What do Customers Say?
Lee: So do you have any testimonials about customers, really any stories about customers being satisfied with your business?
Scott: Well really, I have many, many different stories. I mean, for example, there are a lot of things I never turn down on any customer projects. It’s always important to me to have a good relationship with my customers and to make sure that I can communicate with them. And I want to make sure they understand what I’m doing, I’m communicating what I’m saying, and I understand what needs to be done to meet their needs. So there are a lot of stories from customers who are shocked and really amazed at what I can do that other people, hearing people, other people with disabilities can do. That leaves an impression on the customer and helps me build a relationship with them. And I have so many repeat customers and that’s why I’ve been able to be here so long. All of them know me so well, so I’m really thankful for that.
Lee: You have a good reputation.
Scott: Reputation, right.
Top Three Skills Required
Lee: So what are the top three skills you need to run your business?
Scott: Really, the top three things needed in this business are I must have a good relationship with my employees, have a good relationship with my customers, and also have good communication skills. Those are the three important ones to me because relationship is key. If you don’t have a good relationship with them you can’t work with them. How do you get things going without communication or relationship? You’ll be trapped and may never see them again. So the key is really a good bond with your customers and employees.
Lee: So who has been a great inspiration to you?
Scott: Really my old boss did a lot because at that time when I was working with my old boss here, for about 5-6 years, he got cancer. He had two stores at that time. He asked me if I could run the other store in St. Charles. So I ran that store, and it really inspired me that Bill, that’s his name, that he could see that I could do it. He saw I could run it without any trouble. So they made a family decision to sell the store. So for about 6-8 months after that, I learned so much and took over everything. Then, at that point, he came to me and asked me to buy the store. So I’ve been the owner ever since. And every so often my old boss will come visit me from time to time.
Lee: How can your customers or new customers coming in, is there a way they can contact you?
Scott: Really, what’s funny is 3-4 years ago at that time I didn’t have any help, and I had to try to find the best way for customers to contact me. So I have a few ways. There are some repeat customers who have my personal phone number so they can text me to see if they have a package or mail here. That’s one way. Also, I have an email. I also have a VP here so I can make calls. And I have a backup through my mom. She can answer my phone as a backup. So really there are several options. This is not something that scares me or will stop me. There’s always a way to get through it.
Lee: Do you have a website or FB?
Scott: We do have a website here and also FB. But I have to admit, I’m terrible at FB because I don’t really post anything or check it, but I am better than I used to be. And…
Lee: Well you’re busy.
Scott: Yeah. I’m busy and time. But that’s not a good excuse. We also have a website theupsstore.com. There are 48 stores in St. Louis and we are one of them. My store number is 0558. So that’s my store number that you can find if you pull up the list of stores. And it will list all the services we offer here. And information about our store here, right.
Lee: Well thank you for meeting with us and allowing us to interview you.
Scott: Yes, thank you and I hope to see you soon. Have a good day! Thank you!