What Great 3PL Partnerships Have in Common: Insights from Mark Healy on The New Warehouse Podcast
In the logistics industry, there’s no shortage of conversations about automation, technology, and the latest supply chain trends. But some of the most valuable discussions are the ones that focus on the people behind the process.
That's exactly what , hosted by is all about. The podcast brings together supply chain professionals, industry experts, and business leaders to share practical insights and real-world experiences that help listeners better understand the ever-evolving world of warehousing and logistics.
Recently, Barrett Distribution's , joined Kevin for a conversation centered on customer relationships, the role of a modern 3PL, and what it really takes to become a trusted logistics partner.
Drawing on nearly 30 years in the industry, Mark shared lessons he's learned throughout his career and why, despite all the advances in technology, the most successful partnerships still come down to one thing: people.
Here are a few of the biggest takeaways from the conversation.
Great Partnerships Start with Listening
When companies begin searching for a 3PL, they often compare pricing, warehouse locations, technology, and service offerings. While those factors are certainly important, they're only part of the equation.
The real question is: Will this provider take the time to understand my business?
Every brand has its own goals, challenges, and expectations. A fast-growing ecommerce company has different needs than an established retail brand, and a fulfillment strategy that works for one business may not work for another. That's why finding the right logistics partner starts long before the first shipment leaves the warehouse—it starts with listening.
When Kevin asked Mark what "Customer 好色先生" means, his answer wasn't what you might expect.
It wasn't about pricing, software, or sales.
Instead, he described himself as a listener first.
"A good listener is probably a better way to position that. I'm always looking to understand what's going to be success for our customers and really try to figure out if there's a solution or a path to help them get there."
That philosophy is at the heart of Barrett's approach. Rather than trying to fit every customer into the same operational model, the team takes the time to understand what success looks like for each business. Is the priority faster order fulfillment? Retail compliance? Scalability? Better visibility into operations? Those answers shape the solution.
For brands evaluating a new 3PL, that's an important distinction. The best logistics partnerships aren't built on assumptions—they're built on asking the right questions, listening carefully, and creating a solution that supports where the business is today while preparing it for where it's headed next.
Growing With Your Customers
One of the most compelling moments in the conversation came when Mark reflected on a customer Barrett has partnered with throughout several stages of growth.
Like many expanding brands, the company didn't remain static. As the business secured private equity investment, acquired additional brands, broadened its product portfolio, and expanded into new sales channels, its fulfillment requirements became increasingly sophisticated. With each new milestone came added complexity—from managing a larger SKU assortment to accommodating distinct packaging specifications and higher order volumes.
Rather than outgrowing its logistics provider, the customer continued to evolve alongside Barrett.
As those operational demands shifted, Barrett scaled its solution in step with the customer's business. What began as an operation in New Jersey ultimately transitioned to a larger footprint in Memphis, culminating in a dedicated facility designed to support multiple brands under one roof while preserving the unique fulfillment requirements of each.
For companies evaluating a 3PL, that distinction is significant.
Growth rarely follows a straight line. A successful product launch, a new retail partnership, or an acquisition can dramatically reshape fulfillment needs almost overnight. Choosing a logistics provider isn't just about solving today's operational challenges—it's about selecting a partner with the flexibility, infrastructure, and expertise to adapt as your business evolves.
For Mark, that's the foundation of a true partnership.
It's not simply about addressing today's fulfillment needs. It's about cultivating a relationship that can scale alongside your business, giving you the confidence to pursue new opportunities without wondering whether your logistics provider can keep pace.
Technology Is a Tool—Not the Solution
The conversation naturally turned to how much the logistics industry has pivoted over the last few decades.
From automation and analytics to AI and smarter warehouse technology, today's supply chains have access to a surplus of tools.
But Mark believes technology only creates value when it's paired with experience and thoughtful decision-making.
"The toolbox has just gotten bigger. Where you set yourself apart is understanding how to use the tools."
For brands, that means choosing a 3PL that doesn't simply invest in new technology, but knows how to leverage it to solve real operational challenges. Whether it's improving inventory visibility, optimizing warehouse processes, or uncovering opportunities for greater efficiency, the right tools only make an impact when they're backed by experience, collaboration, and a deep understanding of each customer's business.
Technology may continue to evolve, but strong partnerships are still built on expertise, communication, and people who know how to put those tools to work.
Why Brands Really Leave Their 3PL
One of the most interesting parts of the conversation focused on a question many brands eventually ask:
Why do companies switch logistics providers?
It's easy to assume the answer is missed shipments or inventory issues. And while those things certainly matter, Mark explained that the warning signs usually show up much earlier.
Often, it starts with communication.
"The biggest thing that I hear from customers is, 'Nobody gets back to me.'"
Anyone who's ever been left waiting for an email, a phone call, or an update knows how frustrating that can be. You begin to wonder if your concerns are being taken seriously. Then small frustrations turn into bigger ones, and before long, you're questioning whether your logistics partner is still invested in your success.
For Mark, that's where strong partnerships are different.
Communication shouldn't only happen when something goes wrong. It should be ongoing. Customers shouldn't have to chase down answers or wonder what's happening behind the scenes—they should feel informed, supported, and confident that someone is looking out for their business.
As Mark puts it:
"We should be in a position as the professionals to look around corners for our customers."
In other words, a great 3PL shouldn't just react to issues. It should anticipate them.
Peak Season Shouldn't Change the Conversation
As the conversation turned to peak season planning, Mark shared a perspective that's easy to overlook.
For many companies, conversations about forecasting, staffing, and capacity don't begin until the holidays are right around the corner. By then, everyone is rushing to prepare, and even small surprises can create unnecessary stress.
Barrett takes a different approach.
"If we're doing a good job, we should be doing this year-round. Peak is peak, but we shouldn't just be popping our heads up."
In other words, a strong partnership isn't built during your busiest weeks—it's built in all the weeks leading up to them.
When you're checking in regularly, sharing forecasts, talking through promotions, and planning for what's ahead, peak season becomes less about reacting and more about executing a plan you've built together.
Of course, there will always be surprises. A promotion performs better than expected, inventory arrives later than planned, or customer demand suddenly spikes. But when there's an established relationship and open communication, those moments become challenges to solve together instead of problems to point fingers over.
That consistency builds confidence on both sides of the partnership.
It's About More Than Moving Products
By the end of the conversation, one message became unmistakably clear: the strongest logistics partnerships are built on far more than warehouses, transportation networks, or the latest technology.
They're built on trust.
They're built on honest conversations.
And they're built by showing up consistently—for customers, for teammates, and for every challenge that comes along.
Throughout the episode, Mark shared stories that reinforced a simple but powerful idea: logistics is ultimately a people business. Technology will continue to evolve, supply chains will become more complex, and customer expectations will keep changing. But the foundation of every successful partnership remains the same—taking the time to listen, understanding what matters most, and being willing to grow alongside your customers.
Whether it's helping an emerging brand navigate its next stage of growth, guiding a customer through a major operational transition, or simply being the first to pick up the phone when questions arise, those moments are what transform a service provider into a trusted partner.
That's the kind of relationship Barrett strives to build every day.
If you'd like to hear more of Mark's insights, we encourage you to listen to his full conversation with on . It's an honest discussion about leadership, customer relationships, and what it truly means to create lasting partnerships in today's logistics industry.
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