Our Parking Industry®

Episode Overview

In this episode, Krista Olien and Leigh Thomas sit down with Trent Prior, Manager of Business Services for the Town of Victoria Park in Western Australia, to discuss innovation, customer choice, and the future of municipal parking.

Trent shares how Vic Park transitioned away from cash payments, introduced dual pay by phone platforms, and reduced reliance on parking meters while improving the customer experience. The conversation explores how vendor partnerships, staff buy-in, data, and long-term planning helped modernize the town’s parking program.

From payment technology to LPR, occupancy data, and community engagement, this episode offers practical lessons for municipalities looking to improve parking operations.

Why This Matters

Municipal parking must balance customer service, technology, revenue, and community expectations while making the best use of limited resources.

Vic Park demonstrates how data-driven decisions, collaboration, and thoughtful innovation can improve operations while creating a better experience for both staff and parkers.

What You’ll Learn

• Why Vic Park adopted dual pay by phone platforms
• How staff and vendor buy-in supported major technology changes
• How LPR and occupancy data improve parking management
• Why customer choice remains central to the town’s strategy

Key Takeaways

• Innovation succeeds when staff, vendors, and leadership work together
• Data leads to better decisions than assumptions alone
• Customer choice can improve adoption of new technology
• Education-first parking management builds stronger community trust

Episode Breakdown

00:00 Introduction and Trent’s background

02:00 Victoria Park and Albany Highway

05:00 Dual pay by phone strategy

07:45 Vendor integration and customer choice

10:30 Measuring success through data

13:00 Staff buy-in and organizational change

17:00 Building a technology roadmap

21:00 Collaboration across Australian municipalities

24:00 Residential permits and transportation goals

29:00 Community response to payment changes

31:00 Using data to guide enforcement and planning

35:00 Parking strategy and community outcomes

39:00 Closing thoughts

About the Hosts & Guest

Krista Olien President of TPN Consulting and host of the podcast, leading conversations around strategy, transparency, and the future of parking operations.

Leigh Thomas Project Manager with a background in mathematics and data analysis, focused on improving operational clarity and performance through data-driven insights.

Trent Prior Manager of Business Services for the Town of Victoria Park in Western Australia, leading initiatives in parking technology, customer choice, and municipal parking innovation.

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com

Follow TPN on LinkedIn and Instagram for industry insights, podcast updates, and more.

Episode Overview

In this Inside The Lane episode, Leigh Thomas sits down with Evan Shelley, Founder and CEO of Truck Parking Club, to discuss one of transportation’s biggest challenges: the shortage of truck parking in the United States.

Evan explains how Truck Parking Club connects drivers, fleet managers, and carriers with property owners who have available parking space. Through its marketplace platform, the company helps drivers find and reserve parking while creating new revenue opportunities for parking operators, warehouses, trucking companies, churches, and other property owners.

The conversation explores the truck parking shortage, what makes a property suitable for truck parking, and how underutilized parking assets can generate additional income.

Why This Matters

There is only one truck parking space available for every eleven trucks operating in the United States.

As freight demand continues to grow, drivers need reliable parking options while many property owners have vacant or underused land. This episode highlights how technology can connect those needs and create value for both sides.

What You’ll Learn

• Why truck parking remains a major industry challenge
• How Truck Parking Club’s marketplace works
• What types of properties are ideal for truck parking
• How property owners can create new revenue streams from unused space

Key Takeaways

• Truck parking demand significantly exceeds available supply
• Underutilized parking assets can often support commercial vehicles
• Successful truck parking operations do not always require amenities
• Technology can simplify reservations, payments, reporting, and customer service

Episode Breakdown

00:00 Introduction and guest welcome

00:38 The truck parking shortage explained

03:41 Property members and trucker members

05:59 Ideal properties for truck parking

09:29 Monetizing underutilized parking assets

11:33 Amenities and driver expectations

13:42 Getting started with Truck Parking Club

14:43 Closing remarks

About the Host & Guest

Leigh Thomas

Project Manager at TPN Consulting, bringing a data-driven perspective to parking operations, strategy, and industry innovation.

Evan Shelley

Founder and CEO of Truck Parking Club, a nationwide marketplace helping drivers and property owners solve truck parking challenges while creating new revenue opportunities.

Contact the Vendor

Website: https://www.truckparkingclub.com

Property Owner Information: https://www.addtruckparking.com

About Inside The Lane

Inside The Lane is a special segment of Our Parking Industry Podcast that highlights vendors, innovators, and organizations serving the parking and transportation industries.

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Stay connected for more conversations shaping the future of parking and transportation.

Episode Overview

In this follow-up episode, Krista Olien is joined by Clyde Wilson and Leigh Thomas to reflect on their conversation with Brandon Markey, Director of Healthcare Operations at The Car Park. The team revisits Brandon’s insights on luxury customer service, healthcare valet, security awareness, data-driven presentations, and frontline training. From knowing your audience to delivering excellent service in only a few seconds, this conversation explores how parking professionals can improve both customer experience and operational communication.

Why This Matters

Customer service is becoming more important across every part of parking. Whether a customer is pulling into a hospital valet, calling about an online transaction, or trying to solve a parking issue in real time, the experience matters. This episode reminds listeners that service excellence starts with leadership, training, data, and awareness.

What You’ll Learn

• How Brandon uses data and audience-focused messaging to build effective presentations
• What hospital valet operations teach the industry about exceptional customer service
• Why emotional intelligence and situational awareness are critical for frontline employees
• How leadership behavior influences employee performance and the customer experience

• Why situational awareness is essential in service environments

Key Takeaways

• Data transforms opinions into fact-based decisions and requests
• Effective presentations start with the audience and desired outcome
• Hospital valet demonstrates the highest level of parking customer service
• Strong leadership and employee support directly shape the customer experience

Episode Breakdown

00:00 Introduction and recap of Brandon Markey’s episode

01:30 Developing presentations for the right audience

02:00 Using data to explain pain points

04:00 Preparing facts without over-presenting details

06:30 PAQS and data-driven decision-making

07:30 Luxury customer service in healthcare valet

11:00 Why hospital valet is uniquely challenging

13:00 Hiring and training for high-touch service roles

17:00 Emotional intelligence and service training

18:45 Leadership, respect, and employee culture

24:30 Resources for improving customer service training

26:00 Security, awareness, and reading the customer situation

28:00 Customer service in a digital parking industry

30:00 Final thoughts and practical resources

About the Hosts

Krista Olien -President of TPN Consulting and host of the podcast, leading conversations around strategy, transparency, and the future of parking operations

Clyde Wilson -Founder of TPN Consulting, bringing over four decades of industry experience and insight into parking operations, contracts, and financial performance

Leigh Thomas -Project Manager with a background in mathematics and data analysis, focused on improving operational clarity and performance through data-driven insights

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for industry insights, podcast updates, and more.

Episode Overview

Customer service is often discussed in parking but rarely defined in a way that changes behavior. In this episode, the TPN team is joined by Brandon Markey, Director of Healthcare Operations at The Car Park, to explore what exceptional service looks like in practice, especially in healthcare environments.

Drawing from a background in luxury customer service and security, Brandon explains how small, intentional actions can transform brief interactions into meaningful experiences. From the concept of the “$2 hot dog” to the importance of situational awareness, this conversation challenges operators to rethink how service is delivered in moments that often last less than two minutes.

The discussion also explores leadership, training, team culture, and how empowering frontline employees can improve both retention and customer experience.

Why This Matters

Parking is often the first and last touchpoint in a customer’s journey, particularly in healthcare settings where emotions are high and time is critical.

Customers may not remember every detail of their visit, but they will remember how easy or difficult it was to arrive, park, and leave. For operators and asset owners, customer service directly impacts loyalty, reputation, and performance.

What You’ll Learn

• What luxury customer service means in parking
• How small actions create lasting impressions
• Why situational awareness is critical for frontline staff
• How leadership and empowerment improve team performance

Key Takeaways

• Parking interactions may be brief, but they leave lasting impressions
• Empathy and awareness matter more than scripted interactions
• Strong leadership shapes customer and employee experiences
• Small moments of service can have a significant impact

Notable Quotes

• “Luxury is anything that goes beyond what is expected.”
• “Find the $2 hot dog. Every single day, find a way to go above and beyond.”
• “We’re not just parking cars. We’re the last step before someone gets care.”

Episode Breakdown

00:00 – Introduction and Brandon’s background

02:00 – Defining luxury customer service

07:30 – Creating meaningful customer interactions

10:00 – The “$2 hot dog” philosophy

13:00 – Situational awareness and empathy

18:30 – Building strong teams and reducing turnover

21:30 – Leadership through respect and empowerment

27:30 – Final thoughts on service excellence

About the Hosts & Guest

This episode features the team from TPN Consulting alongside a special guest:

Krista Olien – President of TPN Consulting and host of the podcast, guiding the conversation with a focus on industry accountability, transparency, and forward-thinking strategy.

Leigh Thomas – Project Manager with a background in mathematics and data analysis, bringing a structured, analytical perspective to parking performance and strategy.

Brandon Markey – Director of Healthcare Operations at The Car Park, specializing in customer experience, team development, and operational excellence in healthcare environments.

Listen & Follow

Catch the full episode and subscribe to Our Parking Industry Podcast on Apple Podcasts, Spotify, and YouTube.

Stay connected for more conversations shaping the future of parking.

Episode Overview

In this special Inside The Lane episode, Krista Olien sits down with Robert Pohrer, insurance broker at Daniel & Henry Insurance & Risk Management, to discuss his journey from parking operator to insurance specialist serving the parking industry.

Robert shares how he grew up in parking, scaled a valet operation from 50 to 250 employees, and transitioned into insurance following the challenges of COVID. Today, he helps parking companies better understand risk, coverage, and long-term strategy through the lens of real operational experience.

The conversation explores how insurance can become a strategic tool instead of just another expense. From claims management to captive insurance models, Robert explains how operators can better protect and position their businesses.

Why This Matters

Insurance is one of the largest and most misunderstood expenses in parking operations.

This episode offers a unique perspective from someone who has worked both as an operator and an insurance broker, highlighting how smarter risk management and informed insurance decisions can impact long-term business success.

What You’ll Learn

• How Robert transitioned from parking operator to insurance broker
• Why parking is often misunderstood as a risk category
• Different insurance strategies, including self-insurance and captives
• How claims management impacts long-term costs

Key Takeaways

• Insurance should be treated as a strategic tool, not just a fixed cost
• Parking is a specialized risk category requiring industry knowledge
• Strong claims management can lower long-term premiums
• Captive insurance models are becoming more common in parking

Episode Breakdown

00:00 Introduction and guest welcome

00:20 Robert’s background and parking journey

01:45 Transition into insurance and current role

03:00 Insurance types and the “parking insurance playbook”

06:00 Scaling a valet company and managing risk 08:00 Claims management and controlling costs

09:30 Understanding GKL and educating carriers

11:00 Captive insurance and alternative strategies

12:30 Connecting with Robert and Daniel & Henry

14:00 Closing thoughts

About the Host & Guest

Krista Olien- President of TPN Consulting and host of the podcast, guiding conversations that highlight the people and ideas shaping the parking industry

Robert Pohrer- Insurance broker at Daniel & Henry Insurance & Risk Management, specializing in parking industry coverage with a background as a former parking operator and business owner

Contact the Vendor

Interested in learning more or working with Daniel & Henry Insurance & Risk Management?

Website: https://www.danielandhenry.com

Email: [email protected]

Phone: 314-486-5724

About Inside The Lane

Inside The Lane is a special segment of Our Parking Industry Podcast highlighting vendors and partners serving the parking industry. These short episodes give companies an opportunity to share who they are, what they do, and how they support parking professionals.

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow TPN Consulting on LinkedIn and Instagram for industry insights, podcast updates, and more.

Episode Overview

In this follow-up episode, Krista Olien is joined by Clyde Wilson and Leigh Thomas to reflect on the team’s conversation with Nick Nicholas, a police captain whose role includes municipal parking oversight.

The discussion expands on frontline safety, enforcement, situational awareness, and the difficult role parking professionals play in their communities. The team also explores broader challenges in on-street and municipal parking, including technology adoption, revenue capture, customer experience, and the importance of making informed decisions during the RFP process.

Why This Matters

On-street parking is one of the most visible and emotionally charged areas of the parking industry.

For municipalities and universities, parking impacts safety, access, enforcement, revenue, and public perception. Technology can help improve operations, but only when it is selected carefully, managed effectively, and paired with people who understand how to serve the community.

What You’ll Learn

• Why frontline enforcement roles deserve more support
• How visibility and awareness impact safety and parker confidence
• Why technology should make people more efficient, not obsolete
• How LPR and enforcement tools can improve revenue capture
• Why on-street parking requires a different strategy than garages
• How municipalities can become better buyers of technology
• Why RFP research and vendor validation matter

Key Takeaways

• Parking enforcement is difficult public-facing work
• Frontline visibility can improve safety and customer confidence
• Technology should support people, not replace them
• Municipal parking challenges are often operational and internal
• On-street parking requires strong data and thoughtful management
• RFP decisions should be based on research, not vendor promises
• The best technology improves efficiency, revenue, and customer experience

Episode Breakdown

00:00 Introduction and recap of Nick Nicholas’ episode

01:30 Frontline safety, enforcement, and respect

03:40 Defining on-street and municipal parking

06:50 Situational awareness and enforcement safety

10:00 Technology, enforcement, and people

15:00 Managing technology for revenue and efficiency

20:00 Internal pressures in municipal parking

24:00 Understanding who parks downtown

27:00 The future of on-street parking

31:30 Becoming better technology buyers

35:30 RFP research and vendor validation

About the Hosts

Krista Olien President of TPN Consulting and host of the podcast, leading conversations around strategy, transparency, and the future of parking operations

Leigh Thomas Project Manager with a background in mathematics and data analysis, focused on improving operational clarity and performance through data-driven insights

Clyde Wilson Founder of TPN Consulting, bringing over four decades of industry experience and insight into parking operations, contracts, and financial performance

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for industry insights, podcast updates, and more.

Episode Overview

In this episode, Leigh Thomas and Trina Tutor sit down with Nick Nicholas, a police captain in Orange County, California, to discuss parking enforcement, frontline safety, public service, and the role parking plays in community life.

Nick shares how parking unexpectedly became part of his responsibilities as a police captain and why he has developed a deep respect for the industry. While he may not call himself passionate about parking, he is passionate about protecting the people working on the front lines. The conversation explores situational awareness, de-escalation, wellness, technology, and the importance of treating parking professionals as essential public-facing workers.

Why This Matters

Parking enforcement staff are often the most visible representatives of a city, campus, hospital, or facility.

This episode highlights the safety risks frontline parking professionals face and why training, support, and respect are critical. Parking is more than citations and compliance. It impacts public safety, customer service, accessibility, and quality of life.

What You’ll Learn

How Nick became responsible for parking operations Why frontline safety deserves more attention Simple situational awareness practices for parking staff How LPR technology can improve safety and workflow Why education-first parking management matters How parking supports downtown vitality and business access Why wellness and resiliency should be part of industry conversations How de-escalation begins with self-control

Key Takeaways

Frontline parking professionals need better safety training and support Situational awareness can reduce risk in daily interactions Parking staff often serve as ambassadors for their communities Technology supports people, but does not replace them Parking compliance should focus on education before enforcement Wellness and resiliency matter in parking operations No parking violation is worth someone’s personal safety

Episode Breakdown

00:00 Introduction and guest welcome 01:00 Nick’s background in policing and parking 04:00 Frontline safety and risks in enforcement 06:30 Situational awareness tips for parking staff 10:30 Nick’s teaching background and learning philosophy 13:00 The complexity of parking management 15:00 Parking staff as community ambassadors 18:00 Virtual permits and customer support 21:30 LPR technology and officer safety 23:00 Why technology does not replace people 25:00 Parking’s role in downtown vitality 27:00 Wellness, resiliency, and mental health 32:30 De-escalation and frontline empowerment 36:30 Managing emotional responses to citations 40:30 Adapting enforcement during peak seasons 43:00 Funny parking stories from the field 45:30 Final thoughts and continuing the conversation

About the Hosts & Guest

Leigh Thomas Project Manager with a background in mathematics and data analysis, bringing an analytical perspective to parking strategy and performance

Trina Tutor Senior Data Analyst at TPN Consulting, focused on parking operations and performance review

Nick Nicholas Police captain in Orange County, California, overseeing parking enforcement, permitting, public safety, and frontline staff support

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for more industry insights and podcast updates.

Episode Overview

In the final installment of this three-part series, Krista Olien, Clyde Wilson, and Leigh Thomas focus on solutions to one of the industry’s most persistent challenges: hidden and “camouflaged” fees in parking operations.

After exploring how hidden fees developed and how they show up today, this episode shifts to what can be done about it. The conversation highlights key root causes, including decades of underpriced management fees, the “race to the bottom” in RFP processes, and the shift from cash-based operations to digital, transaction-driven environments.

Using real-world examples, the team outlines how asset owners and operators can move toward a more transparent and sustainable model that supports profitability, accountability, and stronger performance.

Why This Matters

Hidden fees are not just a financial issue. They impact trust, decision-making, and long-term asset performance.

As the industry becomes more digital and data-driven, outdated contract structures are no longer sustainable. This episode highlights why now is the time to rethink how parking services are procured and managed.

What You’ll Learn

How low management fees contributed to hidden fee structures The difference between hidden and “camouflaged” fees How digitization and SaaS models are reshaping revenue streams What asset owners should be asking during the RFP process How contract structure impacts long-term outcomes Practical ways to identify hidden fees in your operation

Key Takeaways

Parking management has historically been undervalued Hidden fees emerged to offset unsustainable pricing Digital platforms introduce new ongoing costs that require scrutiny RFP processes must prioritize quality, not just price Asset owners can demand greater transparency and performance Strong management drives higher revenue and better outcomes It is not too late to shift toward a more sustainable model

Episode Breakdown

00:00 Introduction and recap 02:00 From hidden expenses to camouflaged fees 04:00 The race to the bottom in management fees 08:00 Industry perspective on value and performance 12:00 How hidden fees became normalized 18:00 Digitization and reduced on-site staffing 22:00 Why the current model is unsustainable 24:30 Rethinking the RFP process 29:00 SaaS fees and long-term cost impact 33:00 Real-world RFP example 36:00 How to identify hidden fees today 41:00 Following the money 43:30 On-site experience and operations 46:00 Aligning expectations and compensation 47:30 Final thoughts

About the Hosts

Krista Olien President of TPN Consulting and podcast host

Clyde Wilson Founder of TPN Consulting with 40+ years of experience

Leigh Thomas Project Manager focused on data-driven insights

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for more insights.

Episode Overview

In part two of this three-part series, the TPN team moves from history into the current reality of hidden fees in the parking industry. Building on episode one, this conversation focuses on where hidden fees are showing up today and how they impact both asset owners and operators.

Using real-world audit examples and firsthand observations, the team explains how traditional expense markups have evolved into more complex, revenue-based challenges. As parking operations shift toward digitization and offsite management, new layers of fees are being introduced, often without clear visibility.

This episode is centered on awareness, helping asset owners understand what to look for and why the current structure is creating imbalance in both revenue and operations.

Why This Matters

The parking industry is in a major transition. Technology, e-commerce, and centralized operations are changing how facilities are managed and how revenue is collected.

Hidden fees are no longer limited to expenses. They are now embedded in transactions, revenue streams, and offsite processes. Without clear visibility, asset owners struggle to understand performance, ensure proper revenue flow, and hold operators accountable.

What You’ll Learn

How hidden fees have evolved from expense markups to revenue-based charges Where hidden fees are most commonly appearing today How e-commerce and digitization are introducing new fee structures The impact of offsite management on transparency Why asset owners are often removed from key financial decisions

Key Takeaways

Hidden fees are now embedded in revenue streams, not just expenses Digitization creates both opportunity and risk for transparency Many asset owners are unaware of fees within their own operations Offsite management creates disconnects between data and decision-making The current system no longer aligns with modern parking operations

Notable Quotes

“Hidden fees are an indicator that our agreements have not kept up with the industry.” “We’re not just dealing with expenses anymore. Now we’re dealing with revenues.” “The parker pays the fee, but the landlord never sees the income.”

Episode Breakdown

00:00 Introduction and recap of episode one

02:00 Why the industry must evolve beyond outdated agreements

05:00 TPN’s perspective across operators, owners, and audits

08:30 Real audit example and on-site observations

12:00 Pricing decisions and market impact

15:30 Defining hidden fees today

19:00 E-commerce and transaction fee challenges

22:30 Offsite management and data disconnects

26:00 Closing thoughts and preview of solutions

About the Hosts

Krista Olien – President of TPN Consulting and podcast host Clyde Wilson – Founder of TPN Consulting with 40+ years of experience Leigh Thomas – Project Manager focused on data-driven insights

What’s Next in the Series

Part 3 focuses on solutions, exploring how to modernize agreements and improve transparency.

Listen & Follow

Catch the full episode on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for more insights.

Episode Overview

Hidden fees are one of the most debated and least understood topics in the parking industry. In this opening episode of a three-part series, the TPN team takes a candid look at how these practices developed and why they continue today.

Drawing on decades of industry experience and real-world observations from financial and operational reviews, the conversation traces the evolution of parking agreements from high-risk lease models to today’s management agreements. The team explores how those shifts changed incentives, accountability, and revenue practices.

This episode reframes hidden fees as a symptom of a larger challenge: outdated agreements struggling to keep pace with modern operations, technology, and expectations.

Why This Matters

This is not just a conversation about fees. It is about transparency, trust, and performance.

For operators, it is about being fairly compensated for increasingly complex work. For asset owners and property managers, it is about understanding where revenue is going and ensuring assets are performing at their full potential.

What You’ll Learn

How lease agreements created accountability Why management agreements changed risk and incentives How low management fees contributed to non-transparent practices Why hidden fees often point to outdated agreement structures How technology is forcing the industry to rethink parking agreements

Key Takeaways

Hidden fees are often a byproduct of misaligned agreements Management agreements improved scalability but reduced direct performance incentives Many agreements do not reflect the true cost of modern operations Technology is making transparency more important than ever The industry needs collaboration between operators and asset owners

Episode Breakdown

00:00 Introduction to the hidden fees series

02:00 Defining hidden fees and why they matter

09:00 Lease agreements and early parking operations

17:00 The shift to management agreements

24:00 How hidden fees developed over time

29:00 Why agreements need to be modernized

About the Hosts

Krista Olien President of TPN Consulting and host of the podcast, leading conversations around strategy, transparency, and the future of parking operations

Clyde Wilson Founder of TPN Consulting, bringing over four decades of insight into parking operations, contracts, and financial performance

Leigh Thomas Project Manager with a background in mathematics and data analysis, focused on operational clarity and data-driven performance insights

What’s Next in the Series

Part 2 takes a deeper dive into the fee structures seen across the industry today. Part 3 focuses on solutions and what modern, transparent agreements could look like moving forward.

Listen & Follow

Catch the full episode and subscribe to Our Parking Industry Podcast on Apple Podcasts, Spotify, and YouTube.

Connect with TPN Consulting

Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for industry insights, podcast updates, and more.