From bartender to President of a 700-driver courier operation - Liz Klein shares exactly how she did it.
Liz Klein went from bartending and printing her résumé onto a CD at the public library to running Crossroads Couriers a super-regional operation with 700 independent-contractor drivers across five markets and nine acquisitions. In this Last2First episode, she and host Jason Burns get specific about how that happened. Liz explains why she stopped competing on price, how she keeps any single client under 10% of revenue to survive account losses, and why doing deliveries herself made her a better salesperson. She breaks down the vertical-market focus that pulled Crossroads out of the "jack of all trades" trap, how implementing EOS/Traction fixed the company's goal-setting and culture, and how she now uses AI to write SOPs and analyze 30,000-line RFPs. The back half gets honest about the industry: private equity's effect on drivers and rates, the gig economy undercutting professional couriers, the DDU-to-e-commerce shift, and why she believes the industry has to start valuing itself. She closes with her framework for tough conversations and the Valentine's Day floral run that shifted her from thinking like a salesperson to thinking like a leader.
- How Crossroads grew from 3 drivers to 700 independent contractors
- Why the best salespeople come from operations
- The vertical-market strategy that keeps any one client under 10% of the business
- Why Liz will never be the low-price leader again and how to protect margins
- How the book Traction (EOS) saved the organization
- Using AI (Claude and ChatGPT) for SOPs, training plans, and 30,000-line RFPs
- The truth about private equity, the race to the bottom, and the gig economy
- Her framework for tough conversations: no one you terminate should ever be surprised
- The Valentine's Day that turned her from a salesperson into a leader
What is Last2First Podcast?
Welcome to Last 2 First, the podcast dedicated to exploring the final mile in logistics and the unique challenges faced by business owners in this vital industry. Each episode features insightful conversations with industry experts, entrepreneurs, and thought leaders who share their experiences, strategies, and innovations shaping the future of final mile delivery.
Join us as we dive into topics like optimizing delivery routes, enhancing customer satisfaction, navigating regulatory hurdles, and leveraging technology for efficiency. Whether you're a seasoned logistics professional or a business owner looking to improve your operations, Last 2 First offers valuable insights and actionable advice to help you lead your business to success.
Tune in and discover how to turn the last mile into your first priority!