In this episode of Checkout, we chat to leaders in last-mile delivery, Hakan (Hawk) Steele of Starshipit. “Hawk” has helped gig names like Showpo to Lorna Jane master seamless delivery and fulfilment. From stories from the frontlines to insights on keeping customers loyal, Hawk gives us a real look at the people behind the parcels.
Festival Essentials
When asked about his most unusual online purchase, Hawk landed on something equal parts funny and practical while preparing for a music festival with his wife. “We’d heard horror stories about the bathrooms, so I ordered her a Shewee,” he laughs. “It was funny but practical—and in the end, we didn’t even go!” While the Shewee never got used, the purchase highlights Hawk’s preference for planning ahead—a quality that serves him well in last-mile logistics.
The Tech Behind His Brands
Hawk, however, swears by a custom AI-powered chatbot that Starshipit developed internally.
We built an AI chatbot that knows everything about our platform, from dangerous goods to carrier support.
“It’s a lifesaver, especially when I need quick answers on the go without having to reach out to the team.”
This chatbot isn’t just about convenience—it’s about scalability. By using AI to automate repetitive queries, Starshipit can focus on more complex customer needs, innovation and business growth. For Hawk, integrating smart technology is not about replacing people, but about enhancing efficiency and ensuring customers get fast, reliable support without long wait times or manual bottlenecks.
A Brand That Sets the Bar
Hawk’s gave a shoutout to Patagonia for its deep commitment to environmental activism. “They’re a brand with true values that go beyond just selling products,” he explains.
Patagonia has built a genuine community around environmental responsibility, and they don’t compromise on that.
What makes Patagonia so inspiring for Hawk is their unwavering commitment to sustainability, even when it’s not the easiest or most profitable path. Their customer loyalty isn’t just about product quality—it’s about trust, authenticity and a shared mission. Hawk believes that this same philosophy applies to last-mile delivery. As logistics companies scale and adapt to new technologies, it’s critical to stay rooted in strong principles.
Books and Podcasts That Inspire
Hawk is a big believer in lifelong learning, and two books have had a major impact on his leadership approach. He highlighted The 5 Levels of Leadership by John C. Maxwell, as a book he rereads every few years to stay grounded in the fundamentals of good leadership. “It’s a great reminder of what real leadership looks like,” he says.
More recently, he’s also picked up The 4-Day Work Week, a book he finds especially relevant in today’s world. “It’s practical but pushes you to rethink traditional work structures,” he explains. For both, these resources are essential in maintaining a balanced perspective while navigating the fast-moving world of last-mile delivery.
The Challenge of Time Management
Managing time effectively is a challenge that Hawk takes seriously, especially given the rapid pace of change in logistics. Hawk’s approach centres on prioritising impactful tasks and avoiding time-wasting distractions.
Every day, it’s about focusing on what really makes an impact.
With AI technology evolving at breakneck speed, Hawk feels the pressure to stay current without getting sidetracked. “You want to stay updated, but it’s easy to fall down rabbit holes,” he adds with a laugh. Finding the right balance between staying informed and making efficient use of time is crucial to his success in last-mile delivery.
The Future of Delivery is Smart and Customer-Centric
Hawk believes the future of last-mile delivery isn’t just about speed, it’s about smart, customer-focused innovation. Whether it’s AI-powered automation or staying true to core values, success in ecommerce delivery comes from balancing technology, efficiency and a human touch. As Starshipit continues to grow, Hawk remains focused on keeping delivery seamless—because in the end, it’s not just about packages, but people.
The Checkout is a short snippet of our conversations.
