Harder Than It Looks: Parking Uncovered

We had seasoned parking professional Brandy Stanley, CAPP on the show to share her incredible ascension within the parking industry. Brandy, with over 30 years in the parking industry, shares her journey from a valet to a VP role at FLASH, discussing industry challenges, technological advancements, and community importance.In segment two, Toph Day highlights Rally (use code: rallytoph to get a discounted ticket) and all the things that make this conference one-of-a-kind. He also shares insights into cross-sector collaborations, education shifts, and Indiana's new growth-stage fund supporting scaling companies.Here are some key takeaways from this episode:Innovative ways to implement technology in the parking industryTips and tricks to building and leveraging communityCross-sector collaboration and creative convergence and why it mattersBe sure to check out these great clips from the show:Segment One: Brandy StanleyMeet Brandy Stanley (00:21)Brandy's Career Journey (01:52)Valet Stories and Career Reflections (05:22)Challenges in the Parking Industry (08:52)Engaging with Elected Officials (13:55)Technology and Parking (18:31)Personal Stories and Fun Questions (23:30)Lightning Round and Final Thoughts (29:31)Discovering Passion and Career Reflections (40:58)Gratitude for the Parking Industry (41:13)Acknowledging Contributions and Closing Remarks (42:17)FUSION25 User Conference Announcement (43:08)Segment Two: Toph DayToph’s Entrepreneurial Journey (45:52)Elevate Ventures and Indiana's Innovation Ecosystem (48:27)The Importance of Community and Acceleration (54:31)Challenges and Strategies in Venture Capital (01:00:31)Rally Innovation Conference Highlights (01:07:54)​​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 TechnologyWhile 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 getstarted@parkertechnology.com

Today we welcomed Joseph R Madison II, Associate Director of Parking Operations at Kennesaw State University.In the episode, Joseph shares his urban planning expertise, managing parking for over 43,000 students and staff, as well as his experience connecting students with new opportunities.The conversation also delves into Joseph's involvement in IPMI's Allyship and Equity Advisory Group, as well as the anticipated impact of the World Cup on KSU.In the second segment, we explore crucial golf fundamentals with Todd Firestone, Head Golf Professional at Meridian Hills Country Club. Todd talks about his experience embodying servant leadership, and provides key tips about the importance of the starting position and large muscle engagement in golf swings.He also shares personal anecdotes, including his experiences with singing and the balance of work-life dynamics. Here are some key takeaways from this episode:Explore steps to become a leader and ally in your communityNeed for change on consumer perspective in parkingQuick tips to improve your golf gameThe importance of service-oriented approaches and leadershipBe sure to check out these great clips from the show:Introducing Joseph Madison: Parking Operations at KSU (00:26)Joseph's Journey: From Urban Planning to Parking Professional (02:27)Challenges and Innovations in Parking Management (04:54)World Cup and Parking: Preparing for Major Events (06:16)KSU's Parking Layout and Technology (08:10)Communication and Enforcement Strategies at KSU (14:31)Joseph's TED Talk: We Are the Neighbors, We Are the World (18:32)Personal Stories and Advocacy for Equity (22:47)The Future of Parking and Community Engagement (36:12)Joseph's Personal Interests and Volunteer Work (40:01)Reflections on Career and Personal Growth (43:56)Joseph's Appreciation and Episode Hopes (46:15)Segment 2 with Todd Firestone:Todd's Journey to Becoming a Head Golf Professional (48:22)The Player Ability Test and the Grind (50:02)Balancing Golf and Professional Responsibilities (50:52)Managing the T Sheet and Member Experience (56:02)Building a Servant Leadership Culture (01:05:53)Golf Lessons: Starting with the Basics (01:14:16)Todd's Musical Talents and Personal Interests (01:22:20)The Importance of Self-Care and Balance (01:25:25)Strength Under Control and Final Thoughts (01:28:46 )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 SpotifyClick 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 getstarted@parkertechnology.com

In this episode of 'Harder Than It Looks,' we delve into the intricacies of the parking industry and the entrepreneurial world. We first sit down with Joaquin Rojas, Director of Parking for Bal Harbour Shops and owner of Parking Guy consultancy.With two decades of experience, Joaquin shares his journey from parking cashier to managing significant parking operations, highlighting technological innovations and the importance of customer service in reshaping the industry. Next, we explore the entrepreneurial landscape with Steve Morrell, Managing Director of ContactBabel, a leading research and analysis firm for the contact center industry. For more information about ContactBabel, visit: https://www.contactbabel.com/Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.In his segment, we discuss the value of focusing on established successes and features insights on the contact center and customer experience industry.Here are some key takeaways from this episode:How to implement technology to improve valet services and customer experienceTips on hiring and managing employees in the parking industryCustomer experience best practices for call centersHow to use AI and machine learning in customer serviceBe sure to check out these great clips from Segment 1 with Joaquin Rojas:02:12 Joaquin's Early Career and Growth05:15 Challenges and Innovations at Bal Harbour Shops11:06 Event Parking and the Miami Marlins19:02 Hiring and Managing Parking Staff25:42 Technology in Parking Operations31:29 Lightning Round: Personal Insights34:42 Building Relationships in the Parking Industry35:22 Magic Wand: Fixing Tailgating in Parking36:21 Balancing Work and Family Life37:57 Pride in Helping Others SucceedSegment 2 with Steve Morrell:41:14 Steve Morrell's Journey into Contact Center Research44:09 The Importance of Customer Experience50:03 Challenges in Contact Centers and Offshoring52:59 The Role of AI in Contact Centers59:29 Funny and Challenging Parking Stories01:03:21 Lessons from Starting Multiple Businesses

Roamy Valera, a parking veteran and President of Automotus, shares his journey from Cuba to transforming parking with innovative curb management. He discusses overcoming challenges and the role of tech in reshaping outdated parking policies. Amy Brown, CEO of Authenticx, juggles raising four kids while growing her healthtech company. She reveals how AI can empower healthcare executives by harnessing customer feedback. Together, they highlight the intersection of technology, customer voices, and the evolving landscape of parking and healthcare.

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:The pros and cons of a Concession AgreementHow Sarah Blouch is breaking down diversity barriers in parkingHow Jyo Shukla turns customers into raving fans 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 ShuklaFostering Customer Sucess and Advocacy (00:57:16)Takeaways from “Customer Success Mindset” (01:06:30)Embracing Change and Overcoming Adversity (01:19:25)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 SpotifyClick 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 getstarted@parkertechnology.com

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:The Connective Power of Marketing between product, sales, and customer experienceHow to build your parketing team from the ground up. The village it takes to cross the finish line of an Ultra MarathonBe 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 CrouseUltra 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 SpotifyClick 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 getstarted@parkertechnology.com

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:Using technology to innovate on customer experienceThe security shift post 9/11Work-life and personal life are less of a balance and more of a blendBe 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)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 SpotifyClick 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 getstarted@parkertechnology.com.

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:Business lessons learned from Andrew’s time in the regional theater. Embracing change and innovation. Challenging the status quo. Advice on painting a vision for your team. 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.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 getstarted@parkertechnology.com.

Insights from the Parking Industry: Innovations, Entertainment, and Unconventional VenturesWe 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:Revolutionizing Parking with Tech: We dove deep into the world of automated parking enforcement and how it's changing the game. Imagine a world without the hassle of gates, where license plate recognition technology does all the work. Isaiah shared how this tech not only saves costs but could potentially boost revenue more than traditional gated systems.The Human Side of Parking: Despite all the tech talk, we didn't forget the human element. Isaiah stressed the importance of customer service and maintaining a positive reputation in the industry. He even shared his own strategies for handling public interactions, given his introverted nature. It's a reminder that behind every parking space, there's a person making it all happen.Career Journeys and Sacrifices: Larry Cohen, CAPP opened up about the sacrifices he made in his 20s, putting his career first to excel in the parking industry. He shared the reality of the job's demands and the need for flexibility and mobility to climb the ladder. It's a candid look at the personal side of professional growth in our field.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...

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:Curb management and parking strategies in urban environmentsInitiatives to incentivize public transportation and manage parking around regional destinations and business districtsCritical thinking and troubleshooting skills required for customer service representatives in managing parking facilitiesAfter 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.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 SpotifyClick 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!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 websit...