The UPS Store Canada and its president David Druker have both become key players in the Canadian franchising industry
By Kym Wolfe
Most Canadians are likely familiar with The UPS Store Canada, as this iconic brand is synonymous with printing, shipping, and mail and parcel receiving services. The concept started in the U.S. in 1980 as a convenient alternative to the post office, and entered the Canadian market in 1988 as Mail Boxes Etc. before rebranding to become The UPS Store in 2005. Today the brand has more than 400 locations across the country, and received the CFA’s prestigious Hall of Fame Award in 2021.
It’s not only the brand that is iconic. President and CEO of The UPS Store Canada, David Druker is a longtime member of Canada’s franchise industry, and recently received the CFA’s Volunteer Leadership Excellence Award. Having has worked in the franchise sector for more than 30 years, Druker has been heavily involved with the CFA, serving on the Board of Directors and various committees from 2012 to 2026.
An impressive first impression
“The UPS Store entered into my life much like it does for other small business people; I had an urgent need, and The UPS Store was there to help,” Druker recalls. It was back in 2004, when Montreal-based Druker was staying in Florida, and needed a legal document printed and sent back to Canada ASAP. “I used a store in Hallandale, Florida and was immediately impressed by the engagement and service level,” he says.
“Now, I have been involved in franchising since 1993, and I know from experience that often the difference between one business and another is relationship, not price. At the Hallandale store, they demonstrated an amazing brand representation while fulfilling my immediate and urgent needs. That is what made me want to get involved.
“I still believe that our people and the relationships they build with their customers is the ‘secret sauce’ for The UPS Stores in Canada,” he adds. “There is nothing that we do that people can’t source elsewhere, albeit with less convenience. But it’s the relationships our franchisees have with their customers that keep them coming back.”
Druker initially invested in the concept in Quebec in 2005, when the six existing Mail Boxes Etc. locations in Quebec, along with 259 locations elsewhere in Canada, were rebranded to become The UPS Store After growing Quebec’s network of stores from six to 23, Druker then acquired the master license for all of Canada in 2008. Under his leadership the brand experienced impressive growth. There are now more than 400 locations from coast to coast, which together are Canada’s largest franchised chain of business service centres. That number includes 40 non-traditional “store-in-store” units that operate inside Walmart stores—an innovative concept that was introduced in 2019. Over the years, under his leadership, the brand has seen the introduction of additional conveniences to the offerings available at The UPS Store locations in Canada, including shredding, scanning, and passport photo services. It was under his leadership that came the introduction of The UPS Store Canada’s Online Print service, a portal that offers The UPS Store customer an online alternative to ordering their print needs.
Steve Moorman, senior VP for The UPS Store Canada, has been with the brand from its inception—in fact, he and his mother were the first U.S. franchisees in 1980. From the beginning, Moorman says, “We offered shipping services and mailbox rentals, and complementary services such as photocopying. We also cut keys, transferred money through Western Union, sold Kodak film and offered photo developing service. The Canadian stores followed the U.S. business model.”
Over time, the brand’s scope of service has evolved, he adds. “Today, we are a full-service outsourcing partner for small business owners and time-crunched consumers.” While the brand still ships packages throughout Canada and across the world, they also offer professional packing services, and “our Pack and Ship Guarantee, which provides declared value coverage for items that are typically excluded by the courier companies directly.”
It also may be surprising to some that The UPS Store is also Canada’s largest network of retail print shops. “We print everything from invites to a personal life event such as a wedding or graduation, to just about anything a small business would need printed like a business card, sales and marketing materials, or a trade-show pop-up banner,” says Moorman. “Most of our franchisees have graphic designers on staff to provide our customers with eye-catching creative to help them with their business and career objectives.”
A champion for the franchise community
Moorman moved to Canada in 1993 after he was recruited by one of Druker’s predecessors. “David is the third president and Master Licensee that I’ve worked for, and this [Volunteer Leadership Excellence] Award is well deserved,” he notes.
Druker says he was honoured, genuinely touched, a little humbled, and momentarily at a loss for words when he learned he had won the award. He jokes that he is being retired because he’s served as many terms as he’s allowed on the CFA Board of Directors, and likens it to a lifetime achievement award. In addition to serving on the Executive Committee, including time as the board Chair, Druker has actively participated in committees and conferences with the CFA, and he intends to continue his involvement in the future.
“The CFA is unique as an association, since it brings together many different franchise brands to work together for the good of the industry. To be an effective volunteer with the CFA you’re required to ‘take off your brand hat’,” says Druker. “You have to be objective, to compromise; the best results find a balance that works for everyone.” He has a particular interest in the Government Relations Committee, where he advocates with different levels of government on behalf of the entire franchise sector. “Franchising in Canada has grown to become a significant driver of small business,” he says, and he wants to ensure that policy makers recognize franchisees as small business owners, even when they’re part of a prominent brand. “We want to ensure that our franchisees can access programs and incentives for small business.”
“Franchising has provided excellent opportunities for me personally and professionally. I’m at a point in my life where I feel a responsibility to future generations so they can enjoy the same opportunities and benefits,” says Druker. “It is one of the best paths to small business ownership, particularly for people who do not want to go it completely alone and who value coaching, support, and an ‘owner’s manual’ to run and grow their business. Having experienced people in your corner to guide you through the challenges of business ownership can greatly accelerate your path and help build confidence along the way. For the right person, franchising offers the ideal balance of independence and support.”
Both Druker and Moorman describe “the right person” to become a The UPS Store franchisee as someone with a passion for helping others. “This is a service and relationship business,” says Druker.
“Our customers may not know exactly what they need, just what they are seeking to accomplish,” adds Moorman. “Franchisees who take the time to learn as much as they can about the customer’s wants and needs are generally the most successful.”
Building the next generation of entrepreneurs
Druker sees strong growth for the brand and opportunities for new franchisees in markets across Canada. Every year he travels to about a third of all The UPS Store Canada locations, visits he enjoys immensely because “that’s where the magic happens.”
All new franchisees must complete a minimum five-week training program that includes online/eLearning courses, instructor-led training, and in-store work experience. Locally based Franchise Business Consultants, who are charged with the responsibility of assisting franchisees to grow and manage their business, provide ongoing in-field support. Quarterly continuing education seminars, a bi-annual national convention, weekly newsletters, and frequent webinars keep franchisees and their sales associates updated and informed of the latest trends and information.
Ultimately, it’s up to the franchise owner to juggle the multi-faceted demands of running their own business. Moorman offers one last piece of advice: “Always keep an eye to the future. Too many business owners leave their business plan on the top shelf after obtaining the necessary financing from the bank. The best business owners put the business plan to work, monitor results, modify it as needed, and constantly look for new opportunities. Nothing in life ever remains the same, we constantly have to be ready to improve our skills, adapt our approach, and engage the customer.”
Learn more about franchising with The UPS Store
