What is your role in Smart Express?
As co-owner and director of Smart Express, my role is involved in making decisions on the future direction of the business, where we place our efforts in while staying closely involved with our teams. My focus is around improving the customer experience, ensuring we stay ahead of industry trends, and ensuring our people are well-supported to grow. I’ve also got a keen interest in optimising our business model challenging us to be more effective with a continuous drive to provide services more efficiently that customers see value in. Ultimately, I want to make sure we deliver great results for our customers that build trust and create a workplace where our teams can thrive, while making the business easier to operate, sustain and evolve.
What’s your best memory in Smart Express?
There have been so many memorable moments, but what excites me is when we achieve something as a team. A few standouts include us winning the Westpac Business Chamber Awards, Excellence in Customer Service in 2019 and later being named Auckland-wide winner in 2020. These moments weren’t just about the awards—they showed how committed our team is to going above and beyond for our customers. Most recently, we were honored with The People’s Choice Award at the 2 Degrees Business Chamber Event 2024. This one was especially meaningful because it reflected the trust and loyalty our customers have in us. Each of these milestones is a reminder of the continuous effort and dedication our teams place in every job that drives us forward.
How has Smart Express changed since it first started?
Smart Express has come a long way since the beginning. We started out with just a few delivery vehicles focused on business-to-business logistics, but we quickly realized there was a growing need for more flexible, reliable last-mile delivery services and home and office moving services. Over the years, we’ve expanded into these areas, offering more customised services and full-service offerings. Despite our growth, we’ve worked hard to maintain that personal touch and build strong relationships with our clients, because we are a people business which is reflected in the positive feedback we continue to get.
What made you and Susan want to start up Smart Express?
Susan and I both have a background in transport, and we noticed a gap in the market. Traditional delivery services weren’t meeting the evolving needs of customers who wanted more flexibility, better communication, and extra services like unpacking, assembly, and recycling. We saw an opportunity to create a service that not only meets those needs but went beyond them. With that vision in mind, we created a purpose which we stand by today which states “When service really counts…” we started Smart Express, aiming to provide a seamless, customer-first experience backed by a committed team that genuinely cares about delivering the best service possible.
What are your hobbies and what do you like to do outside of work?
When I’m not working, I love spending time with my family and getting outdoors. Whether it’s exploring different parts of the country, cycling, kayaking, or fishing, I find these activities help me recharge. At home, I’m also a big fan of DIY projects—whether it’s gardening, fixing things around the house, or just tackling a new home improvement task. I also enjoy socialising with friends and family, as it gives me a chance to relax, support and stay connected.
