By Parker Technology
We as parking professionals know that parking is hard. However, we make it look easy to those from the outside looking in. The myriad technologies, processes and people that a parking operator has
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The podcast currently has 15 episodes available.
We sat down with parking veteran Roamy Valera, the President of Automotus, to chat about trends and innovations popping up in parking, and what it really takes for industry outsiders to get a foothold in parking.
For segment two we sat down with Amy Brown, the CEO of the fastest-growing privately-held company in Indiana, Authenticx. Amy shared insight into the challenging feat of building a venture scale high growth healthtech company while also raising 4 children.
In this episode, Roamy shares insights on curb management, the gig economy, and the need for equity in parking policies. We also dive into his immigration from Cuba and how he balances work and family life.
Then we talk tech with Amy Brown, who has been working in the AI space since 2017 and is an expert when it comes to this innovative technology.
Her company Authenticx uses conversational artificial intelligence to help healthcare executives make valuable business decisions.
Here are some key takeaways from this episode:
Be sure to check out these great clips from the show:
Roamy's Parking Journey (02:07)
Evolution of Parking Technology (05:52)
Challenges in Policy Changes (15:22)
Automotus Curb Management Solution (18:05)
The Equity of Parking Tickets (20:39)
The Challenge of Physical Parking Fines (21:39)
Innovative Parking Solutions in Smaller Towns (23:27)
Transition to a Scale-Up Company (32:36)
Privacy Concerns and Camera-Based Solutions (28:46)
Personal Hardship and Family Separation (39:10)
Challenges in Policy Changes (40:16)
The Need for Faster Go-to-Market Time Frame (41:17)
The Adoption Curve (41:42)
Procurement Process in the Govtech Space (42:54)
Coaching Tree and Leadership Style (46:42)
Segment 2 with Amy Brown:
Authenticx Growth and Customer Impact (53:29)
Bringing Customer Voices to the Boardroom (55:20)
Challenges in Marketing AI Technology in Healthcare (58:58)
The Hardest Part of Building and Scaling a Company (01:01:51)
The CEO's Journey (01:03:55)
Building a Mission-Based Culture (01:05:23)
Navigating Business Challenges (01:07:12)
Summiting Mount Shasta (01:10:44)
Parenting and Balancing Work (01:19:45)
Reflections on Overcoming Hardships (01:25:22)
Adversity and Success (01:26:47)
Gratitude and Recognition (01:28:20)
Subscribe to Harder Than It Looks.To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
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If you have a chance, please leave a rating and review on Apple Podcasts by clicking here. Thank you so much!
Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.
Connect with Parker Technology.While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected]
In this episode of Harder Than It Looks, Sarah Blouch dives into the journey of managing parking solutions at CampusParc and The Ohio State University.
We’ll discuss challenges from stakeholder management, the integration of environmental initiatives, and get into what concession agreements look like from negotiation to execution.
Then we explore the significance of customer centricity beyond typical service teams, detailing a universal five-step model.
In Segment 2, guest host Claudia Lopez, Client Success Manager at Parker Technology, interviews Jyo Shukla, author of “Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy,” advocates for empathetic engagement and the creation of raving fans through exceptional service and strategic communication.
This convo does a really good job of breaking down complex parts of parking like concession agreements and customer experience into easy-to-understand ideas and tactics
Here are some key takeaways from our conversation:
Be sure to check out these great clips from the show:
Sarah's Career Journey (00:03:02)
Transition to Ohio State University (00:05:00)
Transition to a Concession Agreement (00:07:13)
Managing the Transition (00:10:56)
Understanding Concession Agreements (00:15:20)
The University's Financial Gain (00:20:18)
Challenges Faced During COVID-19 (00:21:05)
Navigating the Arm's Length Relationship with the University (00:23:12)
Adapting to Technology Changes (00:26:20)
Managing Parking Rules and Regulations (00:27:44)
Addressing Customer Frustrations (00:29:15)
Navigating Campus Politics and Decision-Making (00:30:04)
Challenges of Operating within a Concession Agreement (00:35:06)
Perspective on Diversity and Inclusion in the Industry (00:39:55)
Segment 2: Jyo Shukla
Fostering Customer Sucess and Advocacy (00:57:16)
Takeaways from “Customer Success Mindset” (01:06:30)
Embracing Change and Overcoming Adversity (01:19:25)
To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
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If you have a chance, please leave a rating and review on Apple Podcasts by clicking here. Thank you so much!
Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.
Connect with Parker Technology.While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected]
This episode is a masterclass in parking marketing or “Parketing.”
We sat down with 3 incredible marketing leaders in parking, RJ Juliano, Sarah Becherer, and our own Heidi Barber.
You are going to learn actionable tips that you can use to improve the marketing function at your company immediately.
In segment two, we sit down with Casey Crouse to dive into some of the intricacies that make running Ultra Marathons even harder than they look.
We compiled an all-star panel of “parketers” to dive deep into a topic typically overlooked in our industry.
RJ Juliano, is the CIO, CMO, and Senior Vice President at Parkway Corporation, a Philadelphia-based leader in real estate and parking development that operate nearly 21,000 parking spaces.
Sarah Becherer is the VP of Marketing at Ocra, you might remember our episode with their CEO, Ethan Glass. Sarah has over 15 years of experience in demand generation, brand awareness, and customer acquisition. In 2018 she was selected to the NPA’s 40 Under 40 list.
Heidi Barber is the VP of Marketing at Parker Technology and also a member of the NPA 40 Under 40 list. She has over a decade of B2B Marketing experience and sits on the steering committee for Women in Parking.
Here are some key takeaways from our conversation:
Be sure to check out these great clips from the show:
The Parketing Collective (00:04:44)
Transition from CIO to CMO (00:08:24)
The importance of a distinct brand for parking operators (00:10:55)
Challenges in marketing (00:16:17)
Discipline and benchmarks in marketing (00:21:37)
Science of Marketing (00:22:32)
Consistency in Marketing (00:23:02)
Effective Marketing Tactics (00:24:56)
Brand Establishment and Thought Leadership (00:27:29)
Humanizing the Brand (00:30:52)
Digital PR and Blogging (00:33:53)
Data and Analytics Investment (00:38:00)
Building a Marketing Team (00:41:28)
Product Marketing and Differentiation (00:42:44)
Brand Ambassadors and Leadership (00:43:50)
Outsourcing and Resource Allocation (00:44:18)
Joining the Parking Collective (00:45:03)
Challenges in Parking Jobs (00:49:16)
Wishful Changes in Parking (00:51:56)
Professional Achievements and Parketing Collective Call (00:55:59)
Segment 2: Casey Crouse
Ultra Distance Running (01:05:20)
Running a 100-Mile Race (01:08:01)
Adversity in Ultra Distance Running (01:11:15)
Nutrition and Preparation (01:14:48)
Lessons Learned and Finish Rates (01:16:08)
New Shoe Day (01:19:14)
Measuring Success (01:24:47)
The Mission of Providing New Shoes (01:24:50)
Fundraising and Challenges (01:26:05)
Cost of Providing Shoes (01:26:53)
Becoming a Board Member (01:28:29)
Leadership and Fundraising (01:31:31)
Meaning in the Struggle (01:34:10)
Empathy in Customer Service (01:36:55)
Balancing Work and Family (01:39:06)
Subscribe to Harder Than It Looks.To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
Click Here to Subscribe via Spotify
Click Here to Subscribe via Amazon Music
If you have a chance, please leave a rating and review on Apple Podcasts by clicking here. Thank you so much!
Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.
Connect with Parker Technology.While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected]
Today we talk to Walt Gray, Director of Parking and Transportation for George Bush Intercontinental Airport and Houston Hobby Airport, and Celeste Ching, founder and CEO of C Three Partners.
We start by diving into Walt’s journey through the transportation industry from Arabian Horses, to cars to parking.
Walt recounts his journey from the automotive industry to parking management, detailing the challenges and successes he faced, including the evolution of parking technology and the implementation of automated systems to enhance customer experience.
Additionally, Celeste Ching shares her experiences in the parking industry, the rewards of investing in employee training, and the personal side of balancing work with homeschooling her four children.
Everything’s bigger in Texas… including the parking.
Walt Gray manages over 39,000 spaces between Houston Hobby and George Bush Intercontinental Airports and he has the stories to match.
Throughout this episode, he discusses the difficulties of balancing limited parking resources and the emotional aspects of relocating employees for space optimization. The episode also touches on the complexities of parking management and people's misconceptions about the industry.
For part two Celeste Ching joins us to talk about two things that are both harder than they look, starting a company and homeschooling 4 kids.
She shares some incredible lessons she learned from her career in market research that she applies to both of her companies today.
Here are some key takeaways from our conversation:
Be sure to check out these great clips from the show:
Houston Airports Passenger Records (00:02:13)
Walt Gray's Journey into Parking (00:03:48)
Impact of 9/11 on Parking Operations (00:13:53)
Walt Gray's Experience in Arabian Horse Business (00:17:05)
Technology in Parking Operations (00:21:21)
Automating Transaction Processing (00:21:36)
Customer Feedback and Lessons Learned (00:23:02)
Incorporating Advanced Technology (00:24:13)
Transition to Fully Automated Parking (00:25:20)
Security Measures and Homeland Security Regulations (00:29:06)
Scope of Parking Operations (00:30:40)
Limited Resources and Prioritization (00:37:22)
Fresh Eye Approach and Inspection (00:40:25)
Personal and Professional Challenges (00:41:16)
Moving Employees and Parking Equipment (00:44:28)
Complexity of Parking (00:46:27)
The Hardest Thing in Parking (00:48:21)
Transition to Professional Life (01:00:18)
The Startup Challenge (01:03:29)
Success Stories (01:04:15)
Understanding the Parking Industry (01:07:27)
Juggling Two Businesses (01:09:06)
Homeschooling and Parenting (01:11:09)
Teaching and Learning (01:12:49)
Parenting and Recognizing Strengths (01:14:36)
Recruiting and Coaching (01:19:13)
Pride in Leadership and Parenting (01:22:29)
Building and Training Teams (01:23:23)
To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
Click Here to Subscribe via Spotify
Click Here to Subscribe via Amazon Music
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.
Connect with Parker Technology.While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
Andrew Sachs is not your typical parking industry professional. With a background that spans commercial real estate, venture capital investment, and digital media, Andrew brings a unique perspective to the table.
As the owner of Harbor Park Garage and the founder of Gateway Parking Services, he has successfully connected the dots between providing excellent customer service and leveraging the power of search engine optimization (SEO) to enhance the parking experience.
Here are some key takeaways from our conversation:
Be sure to check out these great clips from the show:
SEO and Connecting to the Community (00:09:35)
Andrew discusses the importance of search engine optimization (SEO) in connecting parking facilities to the community and the significance of positive reviews.
Community Connection (00:22:05)
The conversation shifts to the importance of connecting to the community and the significance of having a clear vision for success.
Attention to Details (00:23:11)
Andrew emphasizes the importance of paying attention to details in the parking business and other industries.
Communicating Vision (00:23:52)
The importance of communicating a clear and active vision for success in business is highlighted.
Creative Chaos (00:25:33)
The concept of creating creative chaos and incorporating fun and engagement in business interactions is discussed.
Problematic Partnerships (00:30:22)
We share experiences of dealing with difficult partners and the impact on business success.
Diverse Business Experiences (00:34:07)
The importance of diverse business experiences and the value of bringing different perspectives to the parking industry are explored.
Technology and Thought in Parking (00:37:41)
The discussion revolves around the evolving trends in parking technology, the shift towards AI, and the importance of integrating parking facilities with the surrounding community.
Adapting to Demographic Shifts (00:45:01)
Exploration of the impact of demographic changes on the parking industry and the need to consider future needs and relevance.
Challenges of Parking Operations (00:46:34)
The difficulties faced by parking operators in managing on-demand services and balancing current demands with future planning.
Evolving Roles in Parking (00:47:29)
The evolution of parking jobs, from basic tasks to complex responsibilities, and the need for support and training.
Customer Service in Parking (00:56:06)
The importance of customer service in the parking industry and the need for improvement.
Surviving and Adapting (00:58:25)
Andrew's pride in surviving, improvising, and adapting in life and business.
Challenges of Leadership (01:17:46)
Nate discusses the challenges of checking his ego and managing a team of coaches.
Painting a Vision (01:19:48)
We talk about the difficulty of inspiring a team to believe in a vision they have never seen before.
Leading by Example (01:24:35)
Highlights the coach's commitment to leading by example and building strong individuals in addition to great wrestlers.
The Value of Hard Work (01:27:36)
Discusses the importance of hard work, celebrating the process, and the reward of achieving difficult goals.
Balancing High Expectations and Fun (01:37:35)
Addresses the challenge of balancing high expectations with maintaining a fun and engaging environment for the wrestling team.
While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
Insights from the Parking Industry: Innovations, Entertainment, and Unconventional Ventures
We sat down with Isaiah Mouw, president of PAVE Mobility, who delves into the complexities, untapped potential, and innovations around gateless parking and automated enforcement in the parking industry.
Part two uncovers the journey of a self-published author who narrates his humorous experiences in the parking industry. Larry Cohen, CAPP talks about his decision to self-publish, the process of writing his follow-up book, and his ambitions of turning his parking adventures into a comedy TV show.
Isaiah is a veteran when it comes to parking podcasts. He is the host of The Parking Podcast, a show about the $100 billion parking industry and the people that make it go. (Check out when the roles were reversed and Brian was a guest on Isaiah’s show here.)
In the show, Isaiah shared compelling data on the benefits of transitioning to a gateless parking system. He noted that the initial investment in cameras and signage for a frictionless parking system is on par with that of a gated solution.
However, the gateless system has the potential to outperform in terms of revenue generation. Studies have shown that when people pay for parking in advance, they tend to spend more, leading to increased transient revenue. Surprisingly, about 84% of parkers still pay without the presence of gates, often resulting in higher revenue collection compared to gated facilities.
Here are some key takeaways from our conversation:
Be sure to check out these great clips from the show:
Automated Parking Enforcement (00:02:51)
We talk about automated parking enforcement, comparisons to gated facilities, and best practices.
Isaiah's Journey to Parking (00:06:51)
Isaiah shares his journey into the parking industry, including how he transitioned from working at a bank to joining Republic Parking.
Introduction to PAVE Mobility and Automated Parking Enforcement (00:11:02)
Isaiah explains the role of PAVE Mobility and details the process of automated parking enforcement using license plate recognition technology.
Isaiah's Experience in Sales and Operations (00:13:13)
Isaiah discusses his transition to a sales-focused role and the importance of maintaining a good reputation in the industry.
Communication and Technology in Parking (00:16:07)
The conversation touches on the importance of communication in the parking industry and the significance of picking up phone calls.
Comparison of Gated Facilities and Automated Enforcement (00:19:52)
Isaiah provides insights into the use cases of gated facilities and the benefits of automated enforcement, particularly in budget-constrained situations.
Revenue Increase without Gates (00:21:38)
Exploration of the increased revenue potential with advance payments, changes in rate structure, and the impact of gateless parking on revenue.
Challenges of Parking Enforcement (00:23:33)
Exploration of the challenges and benefits of automated parking enforcement, the impact of fines on customers, and the need for fair enforcement practices.
Advocacy and Education in Parking Industry (00:30:53)
Discussion on the need for industry advocacy, self-regulation, and education to improve parking practices and customer understanding.
Honorary Titles and Personal Achievements (00:34:48)
Insight into receiving honorary titles such as "Kentucky Colonel" and "Arkansas Traveler," and the personal achievements in swimming a ten-mile race.
Personal and Professional Mantras (00:39:25)
Exploration of personal and professional mantras, including the importance of teamwork and the impact of hard work on personal and professional growth.
Isaiah's Ultramarathon Experience (00:41:08)
Isaiah shares his experience training for and completing a 50k ultramarathon race, highlighting the challenges and mental toughness required.
Dealing with Public Conflict (00:43:10)
Isaiah discusses the challenges of public conflict and resistance when implementing paid parking programs, emphasizing the difficulty of facing business owners' opposition.
The Hardest Thing About Parking Job (00:43:54)
Isaiah reflects on the personal challenges of being an introvert and dealing with public exposure and conflict in his parking career.
Fixing Abuse Faced by Frontline Staff (00:45:11)
Isaiah expresses the need to address and end the abuse faced by frontline parking staff, emphasizing the importance of recognizing and valuing their contributions.
Unusual Hobbies and Interests (00:46:00)
Isaiah shares his diverse interests, including visiting famous grave sites, collecting parking artifacts, and exploring national parks.
Writing and Publishing a Book (00:54:15)
Larry Cohen, CAPP discusses the inspiration behind writing a book, detailing his process of writing and publishing "The Quirky World of Parking" and sharing a captivating story from the book.
Employee's Lego Room and Money Laundering (01:00:53)
Larry recounts a fascinating and cautionary tale of an employee using a Lego room to launder money, highlighting the unexpected challenges faced in parking management.
Parking 40 Years Ago and How Far It's Come (01:02:16)
Discussion on the early days of parking, including valet parking and the use of shoeboxes for money collection.
Evolution of Parking Technology (01:03:14)
Exploration of the introduction of gate arms and treadmills in parking facilities, and the shift to license plate recognition technology.
Writing and Publishing a Book (01:03:57)
Insights into the process of writing and publishing a book, including the challenges of editing and the decision to self-publish on Amazon.
Exploring the Potential for a Parking-Themed TV Comedy (01:15:26)
A detailed account of Larry’s venture into creating a TV comedy about the parking industry, including the pitching process and development of the show's concept.
Professionalism in the Parking Industry (01:23:14)
Reflection on the importance of recognizing parking as a true profession, highlighting the need for experience, certification, and education in the industry.
Parking Professionals' Grit and Dedication (01:24:57)
Discussion on the dedication and sacrifice required in the parking profession and its impact on personal life.
Career Mobility in Parking Industry (01:25:33)
The necessity of being open to relocation for career advancement in the parking industry.
Adaptability and Mobility in the Parking Industry (01:26:28)
The benefits of being able to move around in the parking industry and its impact on career growth.
Archives and Potential Content (01:27:17)
Exploring the idea of utilizing recordings of customer interactions for potential content and book production.
To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
Click Here to Subscribe via Spotify
Click Here to Subscribe via Amazon Music
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
This episode features a conversation with Mary Catherine Snyder, a veteran parking strategist with the Seattle Department of Transportation (SDOT).
Brian and Mary Catherine discuss the complexities and importance of efficient curb management, the dynamic challenges of parking policy and enforcement, as well as the role of technology in streamlining on-the-go parking and promoting greener, more sustainable urban mobility.
The path, the highs and lows of her journey from urban planning, and transportation planning to parking and curb management are explored. The discussion also sheds light on the functionalities behind an effective parking system and the vision of a future where parking becomes a seamless, people-centered service.
We round out the episode by talking to our very own Tammy Baker, COO of Parker Technology, about a job we all know is harder than it looks, customer service in the parking industry.
Mary Catherine shares insights into the challenges of accommodating various needs at the curb, such as food and package delivery, and the importance of having designated zones to prevent congestion.
She also talks about modernizing commercial vehicle permits and collaborating with the Open Mobility Foundation to improve navigation and delivery services.
The episode touches on the potential of digital permits and charging for curb use, as well as climate-friendly initiatives like zero-emissions cargo bikes and curbside EV charging.
Here are some key takeaways from our conversation:
After this conversation, it was clear that parking and curb management are far more than just finding a spot for your car. They are about creating a sustainable, efficient, and accessible urban environment for everyone. The insights from this episode have left us with a deeper appreciation for the complexities and challenges of managing our urban spaces, and I hope they have done the same for you.
Be sure to check out these great clips from the show:
Why Managing the Curb is So Hard (00:01:15) Discussion on the challenges of curb management and its impact on urban environments.
Mary Catherine's Background and Career Journey (00:02:54) Mary Catherine Snyder's career journey, from her education to her work at the Seattle Department of Transportation.
Curb Management Strategy (00:01:35) Insight into curb management strategies and their evolution over time.
The Real-world Implications of Curb Mismanagement (00:21:42) Exploration of the implications of inadequate curb management and its impact on businesses and activities.
Incentivizing Public Transportation (00:19:31) Strategies used to encourage public transportation usage over driving and the impact on parking and curbside management.
Food Delivery Challenges (00:22:08) Managing curb space for food delivery, package delivery, and pickup/drop-off to prevent congestion and blockage.
Curb Management Strategies (00:23:25) Addressing the need for appropriately designated zones and the development of a digital permit for commercial vehicle load zones.
Standardizing Curb Data (00:24:55) Efforts to establish a standardized data specification for curb signs to improve navigation and delivery services.
Digital Permits and Pricing (00:25:58) Exploring the possibility of digital permits and pricing for commercial vehicles to address traffic congestion and improve the transportation system.
Challenges of Curb Technology (00:28:00) Adapting to new technology while considering maintenance, privacy, and power access limitations in curb management.
Climate-Friendly Initiatives (00:30:58) Implementing climate-friendly programs such as cargo bike delivery and curbside charging to reduce emissions and promote sustainability.
Personal Passion for Music (00:39:36) Engaging in music activities and attending live performances, particularly indie bands and 80s/90s music.
Remodeling Experience (00:34:44) Personal challenges and learning experiences while remodeling her house, and navigating supply chain issues during COVID-19.
Proud of Policy Impact (00:43:33) Contributions to shaping policies and programs that aim to make the city a better place, particularly in parking and transportation.
Parking Challenges (00:43:53) Discussion about the challenges of parking, including the limitations of space and economic constraints.
Curb Management and Sharing (00:45:28) Exploration of the need to share the curb space and the human aspect of managing curb policies.
The Cost of Parking (00:47:22) Addressing the misconception of free parking and the need to understand the costs involved in parking infrastructure and management.
Customer Service Representation (00:48:17) Insights into the challenges of being a customer service representative, including the misconceptions about their role and the increasing call volumes.
Scrutiny and Feedback (00:57:09) Discussion on the intense scrutiny and feedback faced by frontline employees, particularly in customer service roles.
Talent in Customer Service (01:03:59) Recognition of the talent and skills required for customer service roles, particularly in handling parking-related calls.
Critical Thinking and Troubleshooting (01:05:09) Discussion on the challenges of critical thinking and troubleshooting for customer service representatives.
Managing the Call Queue (01:06:10) Challenges of managing calls during high queue times and the pressure to handle calls quickly and accurately.
Situational Awareness and Call Review (01:08:51) Importance of situational awareness in handling customer calls and the power of reviewing call recordings to provide feedback and resolve disputes.
To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
Click Here to Subscribe via Apple Podcasts
Click Here to Subscribe via Spotify
Click Here to Subscribe via Amazon Music
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
Today’s guest is Ethan Glass, the Co-Founder and CEO of Ocra, a parking management platform. We discuss Ethan's journey from parking cars to building software for the parking industry.
Ethan's story begins on the North Shore of Chicago, where he grew up in a family-run business selling office and school supplies. This early exposure to the business world taught him valuable skills in building relationships and growing a small business.
His passion for film and media led him to Los Angeles, where he attended Occidental College and joined the entrepreneurship program. It was here that he and his co-founder, Nate Downing, identified a parking problem at the LA Coliseum. This marked the beginning of their journey into the parking industry.
Here are some key takeaways from our conversation:
This conversation with the Glass family emphasized the importance of building strong relationships whether you are running a family business or a venture-backed technology company.
Be sure to check out these great clips from the show:
Getting Into Parking and Personal Background (00:01:34) Ethan shares his personal story, starting from growing up in a family business and transitioning into film and media.
Challenges and Solutions in the Parking Industry (00:07:11) Ethan talks about the inefficiencies he observed in the parking industry and how he and his co-founder came up with the idea of leasing out parking spaces on an event-by-event basis.
The Fragmentation Problem (00:11:49) We discuss the problem of technologies not being able to communicate with each other, causing difficulties in managing inventory allocation and pricing.
The Transformation During COVID-19 (00:15:12) The COVID-19 pandemic forced the company to reassess its position in the market and led to customer discovery, where it identified the problem of fragmentation in the parking industry.
Building a B2B Software Solution (00:17:27) After receiving feedback from parking operators, Ethan realized the opportunity to build a B2B software solution to solve the problem of a centralized demand channel management platform for online reservation systems.
The Ocra Story and Building Relationships (00:23:15) We discussed the importance of building relationships and the positive experiences they had in the parking industry.
The Power of Experience and Technology in the Parking Industry (00:23:57) Ethan highlights the value of combining personal parking experience with cutting-edge technology in solving industry problems.
Getting into the Long Beach Accelerator (00:25:31) Ethan shares their journey of applying to multiple accelerators and finally getting accepted into the Long Beach Accelerator, with the help of a mentor who had a background in the parking industry.
The History of Parking and Industry Alignment (00:35:08) Discussion about the importance of understanding the history of parking and the need for alignment and empathy among different companies in the industry.
Building a Business and Overcoming Challenges (00:37:46) Conversation about the process of building a business, facing difficulties, and keeping the team motivated during challenging times.
Integrating Parking Technology and Bridging Connections (00:41:57) Focus on the difficulty of integrating parking technology and building an API layer for the industry, as well as the importance of bridging connections with adjacent industries.
Memories of the business (01:00:18) Ethan shares his first memories of his grandfather and father selling pencils and other office supplies.
Transitioning the Business (01:02:48) The transition of the business from Ethan's father to Ethan and his siblings, and their experiences working in the office.
Relationships and Trust in Business (01:10:23) Dan Glass speaks on the importance of getting someone's attention, building relationships, and trust in business.
Understanding and Helping Others (01:11:05) The importance of helping others achieve their goals and the need for effective communication and understanding.
The Challenges of Content Development (01:13:10) The challenges faced in content development, including the difficulties of taking photos and videos of toilets and faucets.
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
We sat down with Marlene Cramer, the Director of Transportation and Parking Services for California Polytechnic State University, San Luis Obispo. We discuss the complexities of the parking industry, the challenges of promoting sustainable transportation, and the importance of technology in improving efficiency. Marlene shares her experiences and strategies in managing parking services, including building relationships and managing resources effectively. The episode also features a segment with Andy Witham, owner of Jigsaw Marketing, discussing his career journey and the importance of creativity and teamwork in achieving Emmy-winning success.
With over 20 years of experience in the parking and mobility industry, Marlene Cramer has developed a comprehensive and sustainable parking program at the university, implementing technological advancements and efficient processes to improve the parking experience for customers.
Here are some key takeaways from our conversation:
Our conversation with Marlene Cramer highlighted the complexities and challenges of the parking industry, the importance of building relationships, promoting sustainable transportation, and the role of technology in improving operations. It also underscored the importance of teamwork, expertise, and standing out in any industry.
Be sure to check out these great clips from the show:
Marlene's Background and Growing Up in East Los Angeles (00:02:26)
Marlene shares her background growing up in East Los Angeles, her experiences with gangs, and her love for math and finance.
Working in Finance and Transitioning to Parking (00:09:08)
Marlene discusses her career in finance, her promotions within the Sheriff's Department, and her eventual move to San Luis Obispo where she took a job at the university.
Discovering the Challenges of Parking at the University (00:11:22)
Marlene talks about how she was tricked into taking a job in parking and the complexities of managing the parking budget on a university campus.
The Complexity of Parking (00:12:38)
Marlene discusses the complexity of the parking industry and the need to explain the story and language of parking to others.
Building Relationships and Explaining the Complexity (00:14:03)
Brian and Marlene talk about the importance of building relationships and slowly explaining the complexities of parking to colleagues and community members.
Turning Someone Around and Customer Service (00:17:09)
Marlene shares stories of successfully turning around individuals who initially had negative perceptions of parking and emphasizes the importance of customer service in improving the parking experience.
The Perception of Public Transportation (00:25:41)
Discussion about the perception that driving is easier and more convenient than taking public transportation, leading to discouragement of sustainable transportation options.
Transition to Technology in Parking Operations (00:28:28)
Exploration of the technological changes in parking operations over the past 20 years, starting from manual processes to the adoption of new software and hardware solutions.
Recruitment and Retention Strategies for Parking Officers (00:34:53)
Insights into the recruitment and retention strategies for parking officers, including shifting from enforcement backgrounds to hospitality backgrounds, reclassifying job roles as customer service specialists, and providing opportunities for professional development and growth within the team.
The Lightning Round (00:38:21)
Winning an Emmy (01:02:09)
Andy Witham talks about winning an Emmy and the process of being nominated and attending the ceremony.
Capturing People's Attention (01:05:07)
Andy discusses the challenge of capturing people's attention in business and the importance of presenting oneself in a different and creative way.
Standing Out in Advertising (01:08:31)
Andy emphasizes the need to stand out in advertising and shares examples of companies like GEICO that have successfully grabbed people's attention with creative and different approaches.
The Disney Brand's Value (01:12:53)
Andy discusses how the Disney brand alone was worth 7% of the movie's success, equating to $14 million, and how Disney outspends competitors on opening weekend.
Not Competing Against Disney (01:13:52)
Andy advises against trying to compete against Disney and mentions how Disney sets a standard for others to live up to, even in the parking industry.
The Importance of Having the Right Team (01:15:34)
Andy emphasizes the need for the right people in marketing and mentions a successful project that required expertise in animation, lighting, camerawork, and more.
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If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
Connect with Parker Technology.While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
We interviewed Maria Irshad, Deputy Director for Park Houston. We cover various topics related to curbside management, public stakeholder engagement, time management, and Maria's journey in the parking industry. Maria shares her story of how she unexpectedly got into the parking industry and became passionate about it. She also talks about her approach to communicating with government officials and the challenges and priorities of curbside management in Houston. We also touch on the challenges faced during Hurricane Harvey and the importance of building relationships in the parking industry.
Maria is not just an ordinary parking professional. She holds a master's degree in public administration and is a certified administrator of public parking. She's also actively involved in parking associations and serves on the board of the International Parking and Mobility Institute. But how did Maria, with a background in journalism, end up in the parking industry?
Here are some key takeaways from our conversation:
Maria Irshad's journey from journalism to becoming the Deputy Director for Park Houston is a testament to her passion and persistence. From her unexpected transition into the parking industry to her offsite with the American Leadership Forum, her story is one of the most unique in the entire industry.
Be sure to check out these great clips from the show:
Curbside management and ways to do it better [00:01:18] Discussion on the challenges and successes of curbside management and strategies for improvement.
Challenges and successes with public stakeholder engagement [00:01:46] Exploration of the difficulties and achievements in engaging with the public regarding parking-related issues.
Maria's tips and tricks for effective time management [00:01:46] Insights and advice from Maria on how to efficiently manage time in the parking industry.
Building trust and overcoming resistance [00:10:01] Maria's experience with a customer who initially opposed the installation of meters in her neighborhood, but eventually became a supportive advocate.
Effective stakeholder engagement [00:11:42] The importance of engaging with stakeholders and building relationships to achieve positive outcomes in parking management.
Communicating complex ideas [00:15:23] The significance of simplifying communication and using layman's terms to ensure understanding and gain support from elected officials.
The challenges of curbside management [00:20:48] Maria discusses the competing demands for curbside space, the need for prioritization and management, and the lack of digitized curb information and technology.
Lessons learned from Hurricane Harvey [00:24:47] Maria shares their personal experience during Hurricane Harvey and discusses the impact on parking infrastructure, the resilience plan implemented by the city, and the focus on building resilience into structures.
The importance of relationship building [00:29:08] Maria emphasizes the importance of building relationships across departments and disciplines within the city, maintaining communication, and staying informed about each other's work.
The shift to curbside management [00:30:29] Brian and Maria discuss the importance of sharing information and the relevance of parking in various aspects of life.
Time management tips and tricks [00:30:53] Maria shares her strategies for effective time management, including making lists, setting deadlines, and staying organized.
The transformative experience of solitude in the wilderness [00:35:57] Maria reflects on her participation in an offsite program and describes her profound experience of self-discovery during five hours of solitude in nature.
The power of journaling and meditation [00:40:32] Discussion about the benefits of journaling and meditation, referencing the book "The Artist's Way".
Maria Irshad's known phrase [00:42:16] Exploring the question of what phrase people in Maria Irshad's organization associate with her, with the response being "Let's get it done."
Changing public perception of parking [00:43:48] Discussion about the need to improve public perception of parking professionals and their work, and the idea of creating a parking movie to raise awareness and respect.
Challenges and Self-Doubt During the Trek [00:52:43] Tim Maginn talks about the hardest aspects of the trek, including self-doubt, keeping up with his experienced teammates, and contemplating whether to continue or turn back.
Reaching Base Camp and Accomplishments [00:54:35] Tim reflects on reaching base camp, the camaraderie with fellow trekkers, and the sense of accomplishment and readiness for future challenges.
The trekking conditions [01:00:49] Tim Maginn discusses the conditions during the trek in Nepal, including the accommodations, heating, and challenges faced.
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
While delivering an excellent customer experience is indeed harder than it looks, we’re the experts. It’s all we do, every day, and we’re darn good at it. If you’d like to learn more about how we make managing the parking experience look easy, visit our website at www.parkertechnology.com, or shoot a note to [email protected].
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