Andrew Feeley opened Inbox & More Pack Ship Print in Bannockburn, Illinois, six years ago. “I was in corporate America for seven years of my life and I was tired of it,” he explains. “So, I decided to open my own business.”

The first few years were challenging, as they are for many new pack-and-ships and other small-business start-ups, but year five marked a turning point for his business, he says.

Inbox & More has been a FedEx Authorized ShipCenter^® (FASC) location and offered returns dropoffs from day one. Bringing in returns is an important part of Andrew’s business, so he advertises it on his website, in his newsletter and on store signage. Thanks to his consistent promotion of it, his volume has grown: “Every day, I have about 15–20 returns packages arrive in my store.”

Maximizing revenue

The residual income is a great benefit — “I like the quarterly payments from FedEx for all the dropoffs,” Andrew says — but handling returns creates other opportunities for his store as well.

“It helps to bring in general business,” Andrew explains. “It gets people in the door who had never been in the store before.” Returns customers often pick up another product while they’re in the store, he notes. “I can sell them a greeting card, toys, U-Haul products, cellphone accessories and more.”

Focusing on customers

Andrew makes it simple for customers to drop off returns no matter how prepared they are. “Customers sometimes bring return items already packed, or I help them pack if they need it. If they have a label, I scan it; if not, I can create a label for them with my in-store software,” he says.

And Andrew is sure to give his returns customers many reasons to keep doing business with him. “I give them a flyer every time they come in with discounts and other deals: $10 off printing, for example,” he says.

But his main selling point is providing great customer service, which can generate repeat business and positive word of mouth. “The pack-and-ship business is very customer-built,” he says. “If you treat customers well, they’ll return for future business — and speak well of your store!”