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The costs to business in this country resulting from poor service could amount to $75 billion per year, according to a 2018 article in Forbes. The article states that just two years prior, in 2016, the cost was only $62 billion – about a 22% increase. 

Poor service can result in devastating results for the customer, but also for the provider. Receiving or offering  substandard service may drive customers to the competition, resulting in defections, reduced revenue, higher costs, damage to the brand identity, and higher stress for employees.

The Implications of Poor Quality Control

Poor quality control (QC) in the delivery business inflicts supply chain pain upon customers and, ultimately, upon the consumers. When poor quality control is instilled, consumer expectations for finding a favorite brand on the store shelves, or receiving a home delivery on time become disappointments. Critical parts for a manufacturing line are delayed, resulting in slowdown or even shutdown of production, and wasted payroll dollars are to idle workers. A vital medicine is not available for the patient. Or an expected delivery of beautiful flowers for a special occasion misses the mark. These experiences hurt the company on the receiving end in both brand image and the bottom line.

We’ve compiled five of worst consequences of poor service: 

  • Defections: Poor service can cause customer defections, with the resultant loss of revenue. Expending resources to repair the ill will generated is costly. Additionally, a small business will find it challenging and costly to replace lost customers. Retaining a customer is much cheaper than acquiring a new customer. Various studies conclude that depending on the industry, closing a deal on a new customer can cost 5 to 7 times more than keeping customers.
  • Revenue loss: Businesses that rely on customer satisfaction ratings may be quickly hurt by poor service that causes their ratings to drop. This can lead to declining revenue as customers switch away from the business, as both the recipient of the poor service and the provider spend less money.  In many cases negative ratings can result in the ultimate cost – closure of the business.
  • Increased costs: Poor service disrupts normal business processes, as the company on the receiving end diverts resources to repair the damage. The result is increased costs to keep the business running.
  • Loss of brand reputation: Being on the receiving end of poor service can damage a business’s reputation and make it difficult to retain their customers and/or attract new customers. Providing poor service can ultimately damage brand loyalty for the provider. “Your brand is only as good as your reputation,” said Sir Richard Branson, entrepreneur, and founder of the Virgin Group. 
  • Increased stress levels for employees: A less obvious but potential cost may result from stressed employees becoming demoralized resulting in longer times than necessary to complete tasks or poor execution of normal processes. Employees who experience constant frustration may leave the company causing unnecessary costs for recruitment and training.

Sensitivity to price begins when the service or product is associated with poor service. A price point that is eroded because of unsatisfactory service is a cost. “Always keep in mind the old retail adage: customers remember the service a lot longer than they remember the price,” said Laura Freedman, former president of E-tailing Group.

Customer Lifetime Value

We are reminded of the story about the new employee in a grocery store who does not satisfactorily settle a customer’s complaint. When the manager of the store questioned the employee about why the complaint wasn’t handled, the employee replied, “What’s the big deal, it was only a $30 sale we lost.” The manager replied, “No, that customer will spend over $100,000 on groceries over the next twenty years, plus the bad reputation we get if the customer doesn’t recommend us.” A simple but impactful story about a customer’s lifetime value.

“What do we live for if not to make life less difficult for each other?” 

– George Eliot, Novelist 

Mary Ann Evans, known by her pen name George Eliot, was an English novelist and poet in the Victorian era. Her novel Middlemarch was published in eight installments between 1871 and 1872. A service provider’s reason for existence is to make life easier for their customers. Courier services who are consistently focused on great quality control play a vital role in saving their customers the high costs of poor service. As the novelist George Eliot insists, the true meaning of service is to make life less difficult for each other. An important concept to ponder indeed, whether in business or in life itself. 

At Crossroads Courier, we are dedicated to ensuring high quality service throughout your journey with us. If you would like to share your customer service experiences with our team, please contact us at 314-222-4000. 

Phoenix, AZ – Crossroads Courier, a leading provider of logistics and transportation solutions, has acquired small package delivery services in Phoenix, Las Vegas, and Tucson from IntelliQuick Delivery, a provider of on-demand courier and delivery services. This acquisition strengthens Crossroads Courier’s ability to provide fast and reliable same day delivery services to its customers in these key markets.  

“We are excited to welcome IntelliQuick Delivery’s customers, employees, and drivers to the Crossroads Courier family,” said Zach Bezdek, CEO of Crossroads Courier. “This acquisition expands our footprint in the Southwest and enhances our ability to deliver on our promise of fast, reliable, and cost-effective transportation solutions. We continue to deliver on our motto, We Find a Way!” 

With this acquisition, Crossroads Courier will be able to offer same day and next day delivery services to a wider range of customers in Phoenix, Las Vegas, and Tucson, including those in the healthcare, pharmaceutical, automotive, and various other industries. The company plans to integrate IntelliQuick into its existing operations over the coming months. 

About Crossroads Courier: Crossroads Courier is a leading provider of logistics and transportation solutions, offering a wide range of services including same day delivery, next day delivery, scheduled delivery, and warehousing. The company operates throughout the United States, with a focus on providing fast and reliable transportation solutions to businesses of all sizes. For more information, visit www.crossroadscourier.com.  


“Peak performance experts say things like ‘you should focus.’ You need to eliminate the distractions. Commit to one thing and become great at that thing.”

– James Clear, author of the #1 New York Times bestseller, Atomic Habits

A bit philosophical for logistics? Perhaps. But there are thousands of words written to this effect. In Psychology Today’s, To Do Better, Focus On What You Do Well, it’s stated, “The advantages of investing in strengths are manifold. For one, we are usually pulled more strongly in the direction of our strengths, since engaging them is more intrinsically rewarding. Moreover, learning comes easier in our areas of strength. Engaging our strengths is also more likely to produce excellence.” The takeaway? Focus energy on your strengths to make the greatest impact. 

Commercial companies selling a product to customers require expertise in many disciplines to be successful. Whether research and development; design; manufacturing; quality control; marketing or other attributes are core competencies, the logistics of transporting and delivering the product need not be. When a commercial business deploys a self-operated fleet to deliver its product, this will likely drain resources from the company’s core competency strengths. 

What is Fleet Outsourcing?

Running efficient and cost-effective in-house fleets (or private fleets) requires intensive planning, oversight, data analytics, risk management, and cost containment. Counting these amongst other concerns, fleet replacement – or outsourcing the logistics and transportation of your inventory – opens the door to new efficiencies, cost-savings, and operational success. 

Reasons to Consider Fleet Outsourcing

  • Volatile fuel costs
  • Fleet maintenance and rising cost issues
  • Route planning
  • Liability for damaged goods during transit
  • Driver management
  • Courier dispatch and communications

Fleet Replacement Benefits

  • Freeing up internal resources to focus on core competencies
  • Managing the fleet is now the responsibility of professionals leveraging their core competency in logistics
  • Eliminating driver recruitment, onboarding, compliance, management, and payroll
  • Avoiding vehicle maintenance costs and replacement of aging assets
  • Increasing fleet performance and efficiency

Outsourcing delivery to a third-party fleet replacement provider like Crossroads Courier allows a company to concentrate on their business while engaging a logistics partner to handle the fleet. It’s an opportunity to channel resources into what the talent in the organization does best and foster growth. According to NTT Data’s 27th Annual Third-Party Logistics Study, Back-to-Basics, the outsourcing of domestic transportation continues to rise, at 69% this year, up 2% from the previous survey period. 

According to Coyote Logistics in their 2022 article, What is Outsourced Logistics? Everything You Need to Know About 3PLs, “In 2019, 92% of Fortune 500 companies worked with at least one 3PL, which is a significant increase from our initial tracking in 2001, when only 46% of the companies had 3PL relationships.” However, the article points out that outsourcing logistics and transportation management isn’t just for large businesses. On average, small companies continue to outsource upwards of 25% of their total supply chain needs (including fleet services) to a third-party provider. 

Entrepreneur, speaker, and author Gary Vaynerchuk is co-founder of restaurant reservation company Resy and Empathy Wines. He is currently CEO of VaynerX, a New York based communications company. He strongly advocates for operating only from your strengths and outsourcing your weaknesses.

“Whether you’re 9 or 90, stop trying to fix the things you’re bad at, and focus on the things you’re good at,” advises Vaynerchuk. 

Sound advice, regardless of the field of endeavor. Fleet outsourcing can be a key to business success. Focus on what you’re good at and leave the delivery to the experts. Contact Crossroads Courier today to learn more about outsourcing your fleet and delivery needs to our caring and talented team. 


The driver team was a married couple on a mission. For over fifteen hours they alternated shifts behind the wheel. They stopped only to re-fuel and for necessities. The GPS indicated another two hours to their destination. 

Their cargo was cancer medication for a sick child in Florida. As a provider of critical logistics, with same day delivery in North America and beyond, Crossroads Courier’s promises of excellence in service for their pharmaceutical customer was taken to heart by this driver team. 

Whether a Crossroads Courier route is regularly scheduled, dedicated, on demand, or next day distribution; and regardless of the nature of the business–medical or parts delivery, e-commerce or retail distribution, flowers, or many others–Crossroads considers every delivery a critical delivery. The reason? It’s important to the customer and their customer. 

The husband and wife driving team was transporting a critically-needed cancer treatment from Saint Louis, Missouri to the Florida hospital. The goal was to drive 1,024 miles in seventeen-and-a-half hours to deliver the medicine to the patient’s care team. Turns out the dispatcher chose the right team to get this job done.

Medical supplies in delivery cooler

Developing Driver Relationships

Crossroads Courier develops a  relationship with their independent delivery drivers through their time-proven method. 

  • Careful listening – Understanding each drivers’ needs and issues
  • Accountability – Being there for the drivers always, but intensely during the early weeks of the relationship
  • Flexibility – Valuing the two-way street that flexibility truly is
  • Appreciation versus underappreciation
  • Prioritization – Knowing that developing long-term, successful relationships with independent delivery drivers is just as important as developing those same relationships with customers

“We want our independent contractor drivers to be successful,” says Crossroads Courier Vice-President Brad Crank. “If they are not successful, we will not be successful, and the customer will not be successful.”

The goal was the shortest distance between two points with their precious medical cargo.  The mission was serving the treatment needs of a child patient with a serious illness. The drivers and their commitment to excellence made the difference. 

In logistics and the courier business, do we know the true impact a single parcel has on the recipient? It could be just a routine replenishment of household supplies. But it just as well could be the gift from a grandparent thousands of miles away to a grandchild that results in a happy smile and the joy of knowing they are loved, or the potential life-saving results of a new cancer medication. “We never know,” said Brad. “That’s why our promise of excellence-in-service for our customers means amazing delivery experiences. For Crossroads, excellence-in-service is not just a tagline, it’s who we are.” 

The relationship between an independent delivery driver and Crossroads Courier starts with investment in driver success with a focus on the long-term.  Just as the company desires long-term relationships with customers, Crossroads Courier also strives for long-term independent delivery driver relationships.

“It starts with honesty,” Brad said. “From our first conversation, we want to be clear and lay out what they can expect. We discuss the premise that being a courier is an important job and that we deliver critical items each day. A certain ‘weight’ and sense of responsibility is inherent in the job.”

Driver Onboarding

That very first conversation between an onboarding delivery driver and the Crossroads Courier team includes these fundamental points: 

  • Being a courier allows for people with no experience to have flexibility in their schedule and make great money.
  • Being a courier is not without its challenges.
  • Running a profitable independent delivery business (for the driver) requires:
    • Paying attention to fuel spend
    • Proper maintenance of the vehicle
    • Meeting Crossroads Courier’s customer delivery deadlines
    • Dealing with environmental elements and other challenges on the road

The conversation also includes:

  • Being open and transparent about IC earnings
    • What drivers can expect
    • How they can move forward
  • Acknowledging shortcomings when they occur
    • Being clear that we are not perfect, but believe that if we approach the relationship as partners, we will find a way for all to be successful 

Crossroads has a four-person team that engages with their new independent delivery drivers at the beginning of the relationship on topics such as, onboarding help; guidance for proper insurance; earnings reviews and counsel on how to maximize earnings; satisfaction ratings; offering fuel cards for a limited time in the beginning or when higher prices hit in the summer months; roadside assistance; questions about technology; scheduling; and a host of other factors that pave the way for a successful business for the contractor. The onboarding team is a defined focal point for issue management, guided by a ticketing system. 

As IC drivers gain familiarity and confidence in their engagement with Crossroads Courier, their relationship management eventually transitions to the local markets’ operations teams. The corporate team continues to be available to support the drivers as needed. Ongoing solutions support for drivers can include settlement advances to secure new vehicles; settlement advances for repair of existing vehicles; and regular reviews of new or upcoming work which may interest current drivers. 

The team counsels on general knowledge such as how they can be more efficient and profitable in their business and how to find opportunities for new and different work. Crossroads values their driver relationships, and the company culture is high on driver appreciation. There are awards for “Driver of the Month” and “Driver of the Year” for each Crossroads market – Saint Louis, Phoenix, Las Vegas, and Kansas City. The company also celebrates a driver appreciation week. 

Flexibility as a strength

Crossroads Courier’s definition of flexibility in the independent delivery driver or independent contractor (IC) relationship is indeed a two-way street. “Today’s post-pandemic environment has accelerated the adoption of the IC and gig-work mentality in those looking to become couriers,” said Brad. “The app-driven rideshare industry has played a major role in that. Our business is dynamic, and our most successful IC drivers are oftentimes the most flexible. Therefore, it’s paramount that we exhibit the same flexibility in the relationship with our IC drivers as they provide us. So, in that respect, we welcome those who are driving for the large gig-work companies as well as those who drive for our competitors. But we think the difference is that at Crossroads Courier, you’re not just a ‘number.’ We’re there for you, to help and support, and we don’t think of our drivers as just part of the app.”

Communication is key

As in all great relationships, communication is key. Crossroads Courier works hard to assure that IC drivers have an avenue to communicate their needs and concerns. The company does its best to help their IC drivers work through obstacles in real-time when making deliveries, especially with the push-to-talk capabilities of Zello. Dispatchers are passionate about helping drivers with route and order issues when they arise. 

Qualities of a great delivery driver

Courier driver hands on steering wheel

Brad and the team look for specific characteristics in potential new driver engagements. Besides the obvious safe driving record, they are interested in developing relationships with drivers who can meet the demanding nature of excellent courier work. This includes persons who:

  • Can meet the expectations of Crossroads Courier’s customers
  • Those that are driven to succeed and are “hungry for more”
  • Those that have excellent communications skills

“Our business is diverse in terms of what, when, and how we deliver for our customers,” said Brad. “Our goal is to provide our potential and existing IC drivers with the opportunities that best fit their needs. It’s a great arrangement when our customers’ needs fit with our IC drivers’ schedules and vehicle types.”

Crossroads courier company culture and values

Crossroads Courier aims to have long-term relationships with IC drivers where the driver’s values, company culture, and corporate values align. “We put a lot of thought into understanding our values and who we are,” Brad continued. “We concluded that whether it’s our approach to customer service, working with each other, or getting the job done, it all starts with putting the customer and the IC driver first. We want to be (and want to have people work with us – and independent contractors driving for us – who are):

  • Gritty
  • Efficient
  • Take ownership
  • Are Solutions driven
  • Innovative
  • Tenacious

It adds up to ‘we find a way,’ and ‘we pride ourselves on getting to the finish line and being creative.” Thus, the values framed in such a way so that it’s easy to remember who GETS IT. Crossroads Courier does by understanding and responding to the needs of its delivery drivers and customers. 

The cancer medication? It was delivered on time as expected and required. The Crossroads Courier dispatchers confidently expected nothing less, understanding the capabilities of the driving team they put to the test. 

Many lives have been improved, even saved, by Crossroads Courier deliveries. The urgent delivery of a heart valve to a hospital, surgeons waiting, patient on the table, a nurse hurrying out of the doors when Crossroads Courier called and said the driver was arriving and shouting out her name for the proof of delivery as she sped back into the hospital.  A packet of a rare blood type delivered for an accident victim. These are the critical logistics calls that have been answered by Crossroads Courier. There’s also the daily delivery of flowers, brightening the day of the person who luckily receives them, or the parcel that is the gift from a far-away grandparent. 

It is all in a day’s work for the great independent contractor drivers who make these deliveries on behalf of Crossroads Courier.

Drive with Crossroads courier

To learn more about driving with us as a courier or independent delivery driver please call (314) 764-2512 or complete our online application at https://crossroadscourier.com/NewDriverApplication.php. We look forward to connecting with you!

Crossroads Courier, Inc. is an equal opportunity employer and equal opportunity provider for independent contractor positions. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, pregnancy, genetic information, gender, veteran status, or any other status protected under applicable federal, state or local law.