Summary

In this episode, Krista Olien, Clyde Wilson, and Leigh Thomas reflect on their conversation with Paul Gnasso from PCI, discussing the importance of customer service, the impact of technology on the parking industry, and lessons learned from navigating challenges such as the pandemic. They emphasize the need for accessibility in customer service and the value of mentorship in the industry, while also considering the future of customer service as the industry evolves.

Takeaways

PCI navigated the pandemic by diversifying their services.

Valuing customer service and staff retention is crucial.

Patience and wisdom can lead to successful business practices.

Technology should enhance, not replace, customer service.

Accessibility in customer service is becoming increasingly important.

Mentorship plays a vital role in industry knowledge transfer.

Customer service experiences can vary greatly between companies.

The parking industry must adapt to maintain service levels.

Listening is key to effective customer service.

The focus on serving customers must remain a priority.

Chapters

00:00 Introduction to PCI and Industry Insights

02:55 Navigating Challenges: Lessons from the Pandemic

06:12 The Importance of Customer Service in Parking

08:55 Technology and Customer Proximity

11:52 Accessibility in Customer Service

15:12 Learning from Experience: Mentorship in the Industry

17:57 The Future of Customer Service in Parking

21:06 Concluding Thoughts and Reflections