Summary

In this episode, Leigh Thomas, Clyde Wilson, and Joaquin Rojas discuss the intricacies of the parking industry, focusing on Joaquin's journey from a cashier to a director of parking and transportation. They explore the importance of empathy in managing hospital parking, the challenges faced in this unique environment, and the significance of training and customer service in valet operations. The conversation highlights the need for a strong foundation for growth in parking businesses and the value of understanding the industry from the ground up. In this engaging conversation, Leigh Thomas, Clyde, and Joaquin Rojas delve into the evolving landscape of the parking industry, focusing on the impact of technology, the importance of customer experience, and the ongoing debate between gated and gate-less parking systems. They discuss how advancements in technology have transformed operations, reduced the need for traditional bookkeeping, and enhanced decision-making through data analysis. The conversation emphasizes the significance of providing a positive customer experience to drive revenue and retention in a competitive market.

Takeaways

Starting as a cashier provides a unique perspective on the industry.

Empathy is crucial when managing hospital parking operations.

Training should be structured and comprehensive for new employees.

Valet operations require high standards and attention to detail.

Understanding the analytics of parking can drive business success.

Customer service is paramount in the parking industry.

Small companies should prepare for growth by hiring key roles early.

A strong training program can lead to employee retention.

Valet attendants should be trained in emotional intelligence.

Successful parking management involves understanding both the business and the customer. The parking industry is shifting towards technology-driven operations post-COVID.

Gated systems are still preferred for capturing revenue effectively.

Technology has reduced the need for traditional bookkeeping roles.

Customer experience is crucial for retention in the parking industry.

Data analysis from technology aids in making informed operational decisions.

Gated parking can provide a sense of security and reliability for customers.

Gate-less systems may lead to customer dissatisfaction due to citation issues.

Offering multiple payment options enhances customer experience.

Mentorship plays a vital role in career development within the parking industry.

Passion for the industry can lead to significant career growth.

Chapters

00:00 Introduction to the Parking Industry

00:53 Joaquin Rojas: A Journey Through Parking

03:12 The Importance of Empathy in Parking Management

07:28 Hospital Parking: Unique Challenges and Solutions

11:10 Training for Success in Valet Operations

16:09 The Evolution of Parking Management

19:19 The Role of Technology in Parking Operations

20:28 Gated vs. Gate-less Operations

26:45 Customer Experience in Parking Management

34:19 Our Parking Industry Podcast Wrap-Up