John and Pat Hester love a challenge. When a customer calls with a specialized delivery need that falls outside the scope of their regular business, the owners of Crossroads Courier Inc. tackle it eagerly. In fact, says Pat, who serves as vice president of operations for the company, handling those types of projects keeps her fingers on the pulse of her customers’ needs – and allows Crossroads to highlight the customer service that sets it apart from others.
“Being the owners and people of our word,” says Pat, “we’re willing to roll up our sleeves and get any job done.” Crossroads’ expert service allows customers to focus on streamlining their operations and planning for future growth and innovation.
Though Crossroads Courier officially came into existence in 2001, its roots were planted decades earlier when John’s father bought a box van and supplemented the family income by offering residential moving services. John found himself packing and moving for his father’s customers at all times of the day and in all kinds of weather. Years later, when he considered his own delivery business, he found the transition to be minimal.
“If you can do residential moving,” he says, “you can move anything.”
That’s exactly how the Hesters have positioned Crossroads: the company that can handle anything. With a fleet of ten vehicles that range from cars to cargo vans, its delivery service can transport envelopes to truckloads within a 200-mile radius, and on short notice. When the Crossroads fleet is pushed to its natural limitations, the Hesters still find a way to get the job done. They have a contract with a trucking company for loads that exceed their ordinary capacity, and they have drivers on call 24/7. When the phone rings, the Hesters strive to have a Crossroads driver at the customer’s door within the hour.
“Our goal is to provide, prompt, professional, cost-efficient service in order to establish long-term business partnerships,” says John.
It takes commitment and hard work to consistently offer that kind of service. As a natural entrepreneur, John stresses that a certain amount of dedication is required in order to be successful.
“You get out what you put in,” he says.
Pat agrees. “It’s about hard work and getting the job done.”
Now, 17 years later, Crossroads has been able to establish daily routes that support a regular customer base, and it has plenty of room to take on more. Crossroads established a hub in Indianapolis in 2016 and has regular runs west along the U.S. 30 corridor to serve Warsaw, Elkhart and South Bend, and U.S. 30 east to serve Lima, Dayton and Cincinnati, Ohio. Besides its regular routes, Crossroads offers expedited service and same-day delivery. The company can handle sensitive materials such as medical records, and it is TSA-certified to handle direct airport pickups and drops.
In addition to building a successful business, the Hesters see Crossroads Courier as the realization of a dream that allows them to connect with people and to serve others. It has also served as real-life teaching opportunity for their children. The Hesters have been able to demonstrate the long-term payoff of sacrifice and follow-through by living alongside a business whose operations hub shares space in their household, and they have been able to teach their children all levels of the operation. Their children have graduated from local universities and have become the third generation in the delivery business.
“We enjoy entrepreneurship,” says John. “This has been a lifelong, relentless passion.”
The Hesters plan to expand Crossroads Courier as the greater Fort Wayne area grows. John is wrapping up a 38 year career in education and currently serves as assistant principal of South Side High School. He formerly taught at South Side and was the head football and track coach for twelve years.
As he looks toward the future, John would love to offer employment to some of his former students, especially those whose post-educational opportunities have been limited by economic circumstances. He wants to build a company full of employees that have a positive impact on the community.
It all comes back to hard work and honoring commitments. The Hesters have a long list of customers who have gone out of their way to express gratitude for Crossroads Courier helping them out of a tight spot.
“That’s just what we do,” says Pat. “When it comes to delivery, we do what we say we can do, and then we go above and beyond. That’s a promise.”
Address: 13116 Hollow Oak Road Fort Wayne, Indiana 46845
Phone: (260) 637-1766
Years in Business: 17
Number of Employees: 12
Products & Services: Customized courier service, including expedited service and same-day delivery within a 200-mile radius of Fort Wayne. Transports medical supplies, paper goods, industrial and manufacturing supplies and equipment. Service provided 365 days a year – weekend, night and holiday coverage is available.