When Jason and Wendy Hand decided to leave their previous transport business, they were seeking a better way of doing business. The traditional model of managing drivers and teams, and the heavy infrastructure required, had created operational complexity and risk they no longer wanted to shoulder. The couple looked for a smarter way to deliver quality service without the same financial and logistical burdens.

They found their answer in InXpress.

“The InXpress model was exactly what we were looking for,” Jason says. “It aligned with our strengths and our desire to simplify the operational side of the business while letting us focus on customer relationships and delivering exceptional service.”

With InXpress, they could step away from managing drivers, accounts, and carrier payments, and devote their energies to what they did best: customer acquisition and retention.

That focus became the foundation for their most significant milestone yet: becoming the first franchisees in the network to crack $1 million in profit.

“From day one, our entire team was aligned on this goal,” Jason explains. Customer service focused on delivering such an exceptional experience that sales could build upon a stable client base rather than constantly replacing lost customers. The sales team was single-minded in acquiring new clients and increasing share of wallet, while weekly meetings ensured accountability and celebrated progress.

A turning point came when the business embraced full transparency. “Everyone had access to the same systems and reports, which fostered trust and ownership,” Wendy says. 

They used any mistakes as opportunities to demonstrate the team’s  responsiveness, and this became a defining part of their brand.

Support from the InXpress franchise network also played a key role. “We had the freedom to run our business our way but with backup when we needed it,” Wendy notes.

Assistance with invoice management, debt collection, and strategic coaching ensured they kept evolving with the market.

Business and family, hand and hand

Jason and Wendy had worked together before running their own business and have complementary skill sets. Jason leads sales, marketing, and strategy; Wendy focuses on customer service and team leadership.

“We made a conscious decision early on to give the business everything we had, knowing it would pay off in the long run,” Jason says.

Today, the business has not only given them financial success but also the flexibility to enjoy family life and new adventures, including taking their children to global franchise conferences, blending work and family in a uniquely rewarding way.

Wendy on women in franchising

Wendy has also become a vocal advocate for women in franchising, encouraging more women to step into ownership and leadership roles.

“Visibility matters,” Wendy says. “When women see someone like them succeed, it removes barriers of self-doubt and shows what’s possible. Franchising is better when it’s diverse.”

Her advice to women considering franchising is clear: “Back yourself. You don’t need to have every skill on day one — what matters is knowing your strengths, being open to learning, and building the right support system around you.”

Reflections and looking ahead

Jason and Wendy’s journey is a testament to the power of clarity, alignment, and focusing on what you do best – and building a business together.

When asked about the most rewarding part of their InXpress journey, Jason and Wendy don’t just talk about profits. They talk about culture.

“Seeing our team grow, take ownership, and hearing customers describe our service as ‘different’ because it feels more personal and proactive is incredibly fulfilling,” Jason says.

The couple has simple but powerful advice for would-be business owners: trust the process and don’t wait for perfection, momentum matters more. Growth brings challenges, and so it’s important to have the right support and team around you as you embrace the challenges.