Real Relationships, Real Results With Marty Johnson and Fahim Mojawalla From AYM High Consultants - Unboxing Logistics Ep. 79

Numbers are critical in the logistics industry, but focusing too much on deadlines, quotas, and revenue can cause leaders to overlook what really matters: relationships.

In this episode, Marty Johnson and Fahim Mojawalla from AYM High Consultants share how they prioritize long-lasting relationships with both clients and team members. Listen to learn why they believe relationships beat transactions—every time.

Transactions vs. relationships

Transactions are a normal (and important) part of business; without them, no company could ever stay afloat. But Fahim warns that having an overly transactional mindset isn’t the best path to growth.

He shares a phrase he coined: “Relationships reap real results regardless of recessions.”

Marty adds, “Customer is a very transactional word,” explaining that he and Fahim prefer to use the words guest or client. “A guest is someone you welcome into your space. … And a client is someone with whom you have a relationship that you do business [with] over and over again.”

Creating a standout customer experience

Marty and Fahim have a simple goal: “We want to go from satisfied guest to loyal advocate.”

They point out that shipping is often seen as mundane, especially from a consumer’s point of view. But when a business takes the time to understand its client’s needs, the shipping experience becomes enjoyable and memorable.

The result? “They're going to go out and tell all their friends and family, wow, I just had a great time shipping a package. … People are then talking about it and … coming in to experience what you have to offer.”

How to hire (and retain) outstanding team members

When hiring, personality comes first for Marty and Fahim. As Marty explains, “[We] hire the smile, train the skills. … Personality has to be number one; heart, authenticity, care have to be number one.”

Fahim gets even more specific, listing six must-have traits for anyone he hires. “So there are six qualities … being hungry, humble, coachable … intelligence, integrity, and enthusiasm. And if you have all six, everything else can be taught in any industry.”

Links

1. Visit AYM High Consultants’ website
2. Connect with Marty on LinkedIn
3. Connect with Fahim on LinkedIn
4. Top logistics trade shows of 2026