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The Quarterly for UPS Preferred Customers the Quarterly for UPS The QuarterlyThe Quarterlyfor UPS Preferred for UPS Customers C mpass® compass.ups.com VOL. 2, NO. 3 | Fall 2008 Ice cold comforts Dippin’ Dots CEO Curt Jones knows even tiny innovations can add up to something big. Read how UPS has helped this ice cream trailblazer and two other companies save money and improve customer service. Plus: Peak shipping season is around the corner. Plan ahead with our tear-out holiday schedule. Break the paper habit and get three times more UPS news, how-tos and customer stories delivered straight to your e-mail inbox. Sign up for Compass Online now at compass.ups.com/gogreen What’s New at UPS Inside Compass ® Right now @ Compass Online Finding a decent cheesesteak sandwich outside of Philadelphia used to be no Welcome to Compass! Here are some of the easy feat. But that was before Joe Kubicky, owner of philly Food, discovered fresh insights, best practices and UPS updates how to ship his hometown’s signature dish anywhere in the United States, you’ll find in this issue. using UPS air services. His success story is one of more than 60 that you can read at Compass Online, right now. Cover Story plus: What can Brown do n Learn about the latest products, for you?® Learn how services and upgrades from UPS. 4 three customers saved n Get practical business tips and money and enhanced suggestions for running your customer service. company more efficiently. n Find Step by Step instructions for advanced functions in your Sitting at the Top shipping system. Entrepreneur Genevieve Thiers took baby-sitting n View videos and online demos. and pet-sitting to new levels with Sittercity.com. n Read the UPS Expert’s answers 6 Her innovative thinking won top honors in a UPS to customers’ questions. small business contest. Plus: At UPS Integrad,SM a new generation of UPS drivers is put to the test. Check it out at compass.ups.com. Peak Planning Take control of the busiest shipping Promise makes perfect 7 season with UPS’s ® year-end operations The folks at The UPS Store know new packaging materials by one schedule. just how important your packages of their certified packing experts. are to you. Now, if an item packed In addition to shipping services, at The UPS Store is damaged or The UPS Store is a one-stop shop Departure Points lost, they will reimburse you. for all your document service- China is a fascinating mix of the old and the new – It’s called the Pack & Ship related needs: digital printing and and that’s true of its UPS ties, too. What’s new? An Promise. copying, document finishing and 8 intra-Asia air hub is coming to the Pearl River Delta. What’s old? An army of warriors made of terra-cotta The offer is available at all custom printing services. And be before 200 B.C. has arrived in America. participating locations of The UPS sure to visit in October for The UPS Store and covers any item packed with Store’s document services sale. Get information faster, online For more information and to find a location of The UPS Store near you, visit theupsstore.com Visit Compass Online at compass.ups.com for exclusive news, best practices and success stories. Find the latest product information and new ways to ship smarter with UPS demos, videos and pod- casts. You can even download a PDF of the current print issue! And if access 24/7 to all this information appeals to you, then why not make a permanent switch to Compass Online? Simply visit compass.ups.com/ gogreen. You’ll need the code that appears above your name on the back of this issue of Compass. COVER PHOTO: SAVERIO TRUGLIA Please send questions or comments to Editor, Compass, Customer Communications, 55 Glenlake Parkway, N.E., 3-7, Atlanta, GA 30328. © Copyright 2008 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. , THIS PAGE: JASON VARNEY (TOP RIGHT), OPPOSITE PAGE: GETTY IMAGES (BOTTOM RIGHT) GETTY (BOTTOM IMAGES PAGE: OPPOSITE RIGHT), (TOP VARNEY JASON PAGE: THIS , All rights reserved. Reproduction in whole or in part is prohibited without written S permission. Persons or publications quoted and the comments of guest contributors do not necessarily represent the corporate opinion of UPS. PHOTO 2 Compass Fall 2008 LTL guarantee includes Canada The UPS Freight® on-time performance available to less-than-truckload (LTL) guarantee has been expanded to cover customers on both sides of the border shipments between the United States who ship using the current UPS Freight and Canada. Now, customers can UPGF525 tariff. (Detailed terms about request a waiver of charges if such a the guarantee can be found in the tariff.) shipment does not arrive as scheduled. Since the 1940s, the United States Offered at no additional cost, and Canada have been each other’s the guarantee applies to shipments largest trading partners. UPS Freight’s Whatever speed you need moving within the 48 contiguous states, on-time performance can help you enter as well as those served by UPS Freight the Canadian market with confidence. UPS gives you both the speed and cost options you service centers in Calgary, Edmonton, need to handle any shipping situation. Whatever SM Halifax, Moncton, Montreal, Toronto, For more information, speed you need, UPS will get your package there Vancouver, Windsor and Winnipeg. It is visit upsfreight.com on time – guaranteed. Here are your six options: n UPS Express Critical® for same-day service of urgent deliveries, using the best available flight, 24 hours a day, every day of the year. Call 1-800-714-8779. n UPS Early A.M.® for next business day delivery as early as 8 a.m. to major cities in the contiguous 48 states. Saturday service available by 9 a.m. n UPS Next Day Air® for next business day service coast to coast, typically by 10:30 a.m. (or noon, depending on destination). Overnight service to Hawaii, Alaska and Puerto Rico by end of day. Saturday service available. n UPS Next Day Air Saver® for next business day delivery by 3 p.m. (or 4:30 p.m., depending on destination) to business addresses in the 48 contigu- ous states. Residential deliveries by end of day. n UPS 2nd Day Air A.M.® for second business day delivery by 10:30 a.m. (or noon) to commercial addresses in the 48 contiguous states. n UPS 2nd Day Air® for second business day delivery. Economical, guaranteed delivery to every address less-than-truckload (lTl) shipments now include an on-time guarantee within the throughout the United States and Puerto Rico by end 48 contiguous states and Canada. of day. Saturday service is an option for packages shipped on Thursdays. Taking charge of battery safety Shipping batteries or battery-powered (Please refer to the Service Update at Department of Transportation’s devices requires special care because ups.com for details.) Hazardous Materials Regulations. many batteries contain dangerous Taking the following steps before Batteries powered by lithium, such as chemicals or hazardous materials. Also, shipping can prevent short-circuiting: those in many household electronics, Read the UPS common AA or 9-volt batteries can n Cover the battery terminals with an can explode, though such occurrences guide to shipping short-circuit and overheat during insulating cap or tape, or remove the are rare. hazardous materials at shipping. Short circuits can lead to fires batteries and place them individually ups.com/hazmat in aircraft, vehicles or sorting facilities. in plastic bags. On Oct. 1, a significant change goes n Protect switches on power tools into effect for the “medium” category or high-intensity flashlights. of lithium ion batteries, when they Lithium batteries require special become fully regulated for air shipment. consideration under the federal Fall 2008 Compass 3 Cover story Saving money, serving customers These successful businesses have three things in common: They all improved efficiency, cut costs and enhanced service with help from UPS. Dots on the spot some way to make this creamier company had to come up with a new by freezing it faster,’” Jones recalls. solution to get the smaller shipments Curt Jones loves to experiment. “Then I said, ‘Wait, there is a way.’” to their destinations, overnight, The microbiologist turned CEO of About three weeks later, Jones took at a constant 20 degrees below zero. a $40-million company that makes a pint of ice cream to the lab and, using In 2007, Dippin’ Dots began using pearl-sized beads of ice cream, Jones tiny glass pipettes, dripped some of it UPS’s dry ice shipping service – is always looking for innovations that into a vat of liquid nitrogen. and ended up saving a cool $50,000, will improve service and business. In “We made a few beads and according to Dominic Fontana, vice fact, Jones got the idea for his com- popped some in our mouths,” he president of operations. pany from an unlikely experiment. explains. “Of course, it was still 200 “UPS had a plan that worked like In the summer of 1987, Jones and [degrees] below zero so it burned, but clockwork, and our customers are a friend were sitting on the back steps once it warmed up it was real creamy ecstatic,” Fontana says. of his house cranking up a batch of and good.” homemade ice cream. Six months later, Jones left the field “I said to him, ‘I wish there was of microbiology to establish Dippin’ Million-dollar answers Dots (dippindots.com).
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