Harder Than It Looks: Parking Uncovered

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...

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:The Power of Relationships: Ethan's ability to build strong relationships within the industry played a crucial role in Ocra’s success. His respect for parking attendants and his commitment to integrity and timely payments earned him trust and support within the community.Building a World-Class Team: Ocra’s team is a blend of parking operations veterans and tech industry experts. This strategic selection has been instrumental in understanding the industry's rich history and aligning with its growth strategies.Overcoming Challenges: The road to success wasn't smooth. Ethan and his team faced numerous hurdles, including inventory allocation issues and communication breakdowns. However, their determination to solve these problems led to the development of innovative technologies and automation.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!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.

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:Technology Advancements: Marlene walked us through the evolution of technology in the parking industry, from in-person permit purchases to efficient software solutions. She emphasized the importance of addressing urgent needs and learning from industry experts.Sustainable Transportation: We discussed the challenges of promoting sustainable transportation on campus. Marlene highlighted the misconceptions about the cost of driving versus public transportation and the need for a shift in perspective.Emmy-Winning Insights: We also chatted with Andy Witham, owner of Jigsaw Marketing, who shared his insights on standing out in any industry and the importance of focusing on the audience's needs.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.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 website at www.parkertechnology.com, or shoot a note to getstarted@parkertechnology.com.

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:The Power of Stakeholder Engagement: Maria shared a compelling story about winning over a customer who initially opposed the implementation of parking meters. It's a great example of how persistence, open dialogue, and community engagement can lead to positive outcomesSimplifying Complexities: Maria's approach to communicating with government officials is all about simplifying information. She believes in presenting a full picture of options and potential downsides to help officials make informed decisions.Resilience in the Face of Adversity: We discussed the challenges faced by Houston during Hurricane Harvey and the city's resilience plan. Maria emphasized the importance of parking's role in sustainability.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!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, we sat down with Don Charley, the Assistant Vice President of Parking Service Line for the University of Pittsburgh Medical Center's Hospital Division. We discuss various topics including thriving in an ever-changing environment, managing diverse parking customers in a healthcare setting, and the importance of personalizing parking while protecting privacy in a digital world. Don shares his experiences and insights as a leader, emphasizing the importance of listening to employees and empowering them to excel in their respective areas of expertise. The episode also features customer service representatives Cierra and Ryan, who discuss their challenges and experiences in assisting motorists in parking garages.Here are some key takeaways from our conversation:Leadership and Trust Building: Don's journey from a security officer to an administrator is a testament to his leadership skills. His secret? Listening to his employees, understanding their needs, and taking immediate action. His approach to leadership is about empowering his team and building trust.Security Canines - The Unsung Heroes: Don shares the fascinating story of implementing a K-9 program for hospital security. These "Olympic athletes" of dogs, trained to respond only to their handler's voice, have become an integral part of the hospital's security system.The Human Side of Parking: Our customer service representatives, Cierra and Ryan, share their experiences of assisting motorists in parking garages. Their stories highlight the importance of patience, understanding, and the ability to troubleshoot in real-time.Don Charley’s journey is a testament to the importance of leadership, trust, and understanding in managing a diverse group of parking customers in a healthcare setting. His story is a reminder that success is not just about expertise in a specific field, but also about empowering your team and allowing them to excel in their respective areas of expertise.Be sure to check out these great clips from the show:Making parking personal when protecting privacy in a digital world is the highest priority [00:01:21] Don talks about the importance of maintaining privacy in a digital world while providing personalized parking services to customers.Creating Trust and Transparency [00:11:19] Don discusses how he built trust and transparency with the housekeeping staff by listening to their frustrations and needs.Managing without Being an Expert [00:16:17] Don shares his management approach of listening to talented employees and allowing them to do their job, even if he is not an expert in their field.Playing in the gray [00:30:11] Insight into Don’s approach of navigating the gray areas and adapting to a matrix organization structure in healthcare parking management.The phrase "Parking is more than two white lines on pavement" [00:32:37] Don Charley shares one of the phrases he is famous for, highlighting the importance of parking beyond the physical markings.The phrase "Either win or we learn" [00:33:04] Don mentions another phrase he is known for, emphasizing the value of learning from experiences and challenges.Managing the competing and disparate elements of institutional parking [00:35:05] Don Charley discusses the difficulties of managing institutional parking, including dealing with various constituent groups and equitable resource allocation.Building a Canine Program [00:43:51] Don discusses the process of building a canine program from the ground up, including hiring a master trainer and acquiring high-quality police dogs.Challenges in Relocating Valet Service [00:45:41] Don talks about the challenges faced in relocating the valet service from the main door of Presby Hospital to the Presby Garage, and how they overcame those challenges.Hardest Things About the CSR Job [00:48:45] Cierra and Ryan discuss the hardest aspects of their job, including troubleshooting and dealing with a high volume of calls, as well as adjusting to different customer emotions.Equipment issues in the garage [00:56:24] A conversation about the problems with malfunctioning parking stations and the difficulties in resolving them.Translation tools and improving customer service [00:58:01] The importance of having translation capabilities in garages and the impact it can have on reducing stress for bilingual customer service representatives.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 getstarted@parkertechnology.com.

In this episode, we sit down with Peter Lange, Associate Vice President of Transportation Services at Texas A&M University College Station. We discuss topics such as hiring employees based on their previous work, managing manpower, motivating millennial student workers, and implementing parking solutions. We also touch on the challenges of dealing with higher education politics and the need for better understanding of the costs associated with parking.Here are some key takeaways from our conversation:Motivating Millennial Workers: We discussed the challenge of inspiring millennial student workers and the significance of creating a sense of belonging and purpose.The Challenges of Implementing New Technologies: Peter shared his experiences with implementing new technologies, the risks of being too early or too late, and the importance of understanding the operation and technology to improve processes.The Non-Parking Challenges: Peter reflected on the non-parking aspects of his job, such as dealing with higher education politics, university and local politics, and administrative changes.Peter Lange earned a BA in marketing from Georgia State University in Atlanta, Georgia, and is Associate Vice President of Transportation Services at Texas A&M University, College Station, Texas. He is responsible for one of the largest parking, transportation and fleet operations on any college campus in the country.  Peter is past president of the board of directors for the Texas Parking and Transportation Association (TPTA).  His awards and honors include: the 2009 Distinguished Service Award from the TPTA, the 2013 Chairman’s Award from the International Parking and Mobility Institute (IPMI), and the 2015 IPMI James M. Hunnicutt, CAPP, Parking Professional of the Year.  Transportation Services at Texas A&M was named the IPMI 2009 Parking Organization of the Year, and the Innovative Organization of the Year – 2012 by the National Parking Association. In 2017 and reaccredited in 2023, Texas A&M University Transportation Services was named as an IPMI Accredited Parking Organization “With Distinction” and attained “silver” level status as a “Bicycle Friendly University” by the League of American Bicyclists.  Peter has authored a number of industry articles and presented at numerous industry conferences. He has chaired several parking committees, including past Co-Chair of the IPMI Technology Committee. Be sure to check out these great clips from the show:The importance of work experience [00:12:02] Discussion on the value of seeing someone's work before hiring them and the benefits of being dragged along by someone who trusts your abilities.Managing manpower for events [00:13:44] Exploration of how Texas A&M University manages their staff for large events, including utilizing student workers and wage workers.Motivating millennial student workers [00:16:41] Discussion on how to motivate millennial student workers, including creating a sense of belonging, providing support, and emphasizing the importance of their role in the organization.The community engagement plan [00:22:33] Peter discusses the comprehensive plan developed in partnership with Texas A&M Transportation to engage the community and implement changes in signal timing, road closures, and traffic control to improve traffic flow on game days.Technology and its role in parking operations [00:27:51] Peter talks about the importance of deploying technology, such as cameras and network infrastructure, to monitor and manage parking operations effectively. They also discuss the philosophy of choosing and implementing technology and balancing cost with the opportunity to improve operations.Pushing the industry and learning from others [00:32:20] Peter emphasizes the importance of staying informed about industry trends, attending conferences, networking, and learning from other institutions to push the boundaries and improve parking operations. They discuss the willingness to challenge vendors and explore new solutions.The timing of taking the next leap [00:33:10] Discussion on the importance of timing in deciding when to implement new technologies and the risks of being too early or too late.Prepaid parking journey [00:33:29] Exploration of the implementation of prepaid parking, focusing on the demand during football events and the use of vendors like ParkMobile.Using technology in the field on game day [00:35:25] Discussion on the challenges of using credit cards in the field during game days, the limitations of cellular and Wi-Fi networks, and the anticipation of a dedicated 5G network on campus.The challenges of moving to a new location [00:43:16] Peter discusses the difficulties of moving to a new city, leaving behind family and friends.The non-parking aspects of the job [00:44:00] The challenges of dealing with higher education politics, university politics, local politics, and administrative changes.The misconception about parking being free [00:45:39] We discuss the misconception that parking is free and emphasizes the economic aspect of parking and the resources required to maintain parking facilities.The challenges of landing an airplane [00:53:13]Keeping frontline workers engaged [00:56:27] Lynda Black shares her strategies for managing frontline workers at Parker Technology’s Indianapolis based call-center.  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 website at www.parkertechnology.com, or shoot a note to getstarted@parkertechnology.com.

We’re thrilled to share with you the latest episode of Harder Than it Looks where we had the pleasure of hosting Julie Dixon, the founder and owner of Dixon Resources Unlimited. Julie's journey is a testament to the power of perseverance, dedication, and an unwavering commitment to customer service.In this episode, Julie shares her experiences working at Disneyland and the valuable training she received there. Julie also discusses the importance of instilling a passion for customer experience in employees and shares insights on the hiring process. We dive into her journey as an entrepreneur and the challenges she faced in building her business. Here are some key takeaways from our conversation:The Hiring Process: Julie emphasized the significance of hiring individuals who possess the right qualities. She shared her unique approach to interviews, focusing on problem-solving skills and ethical decision-making.The Magic of Parking: we agreed that parking is one of the most misunderstood industries. We discussed the importance of including parking in conversations about design and traffic congestion.Women in the Parking Industry: Julie discussed the challenges she faces as a woman in a male-dominated industry and the need for more diversity. She encouraged everyone to continue their efforts in creating a more inclusive and respectful environment.Julie Dixon has over 30 years of parking and transportation management experience directly supporting municipalities, academic institutions, and agencies throughout the United States. She has extensive knowledge and hands-on experience with soliciting, developing, deploying, operating, and maintaining parking and transportation solutions. Julie is celebrating the 10-year anniversary of Dixon Resources Unlimited which was founded with the intention to help agencies make parking easy, convenient, and accessible.Be sure to check out these great clips from the show:Establishing a thriving business from the ground up [00:01:22] Julie discusses the excitement and recognition of her business's 10th anniversary and being named IPMI's organization of the year.Leading and motivating a high-velocity team [00:02:26] Brian acknowledges Julie's confidence and progression as a leader after ten years of running her business.Overcoming adversity in a predominantly male industry [00:03:32] Julie reflects on the challenges and successes of building her business and the infectious fun and confidence within her team.The behind-the-scenes training at Disneyland [00:13:35] Training at Disneyland, including logistical organization, cash handling, and customer service interaction.Working at Disneyland's commercial bakery [00:16:05] Working in the commercial bakery at Disneyland, interacting with legacy employees, and exploring the park.Interviewing process for customer service roles [00:17:29] Group engagement and face-to-face interviews, navigating challenges and assessing common sense and behavior correction.Group Interviews and Selecting Candidates [00:20:43] Julie discusses the process of group interviews and the importance of assessing candidates' comfort, trustworthiness, and thought process.Using Situational Questions in Interviews [00:21:49] Julie explains the effectiveness of situational questions in getting authentic responses from candidates and assessing their thinking skills.Entrepreneurial Thought Processes and Work Ethic [00:24:35] Julie reflects on her upbringing in an entrepreneurial family, the competitive nature of family dinners, and the development of a strong work ethic.The challenges of starting a business [00:30:18] Julie discusses the challenges she faced when starting her business, including the speed at which she had to establish her business entities and the sacrifices she made.The unexpected growth and success of the business [00:31:20] Julie talks about how she never anticipated having employees and the surprising success and recognition her business has achieved, including receiving an award for organization of the year.Managing and motivating a team [00:34:11] Julie discusses her approach to managing and motivating her team, including allowing them to be entrepreneurs, being available to help them, and the challenge of letting go of control. She also emphasizes the importance of having a sense of humor in the industry.Challenges of being a female in the parking industry [00:40:52] * Discussion on the unique challenges faced by women in a male-dominated industry and the need for improvement.Dealing with derogatory language and stereotypes [00:41:17] * Exploration of the derogatory language and stereotypes faced by women in the industry and the importance of not letting it affect personal growth.Support and unity among women in the industry [00:45:16] * Highlighting the need for women in the industry to support and uplift each other, and the positive impact of women in leadership positions.Julie's catchphrase [00:50:23] Julie shares her catchphrase, "We get shit done," and emphasizes the importance of finding solutions instead of focusing on problems.Julie's hardest accomplishment [00:51:30] Julie discusses the challenges she faced while completing her MBA while working full-time and traveling, highlighting the sacrifices and uncertainties she experienced.Challenges in the parking industry [00:54:09] Julie talks about the difficulties in ensuring that people deliver on their promises in the parking industry, including issues with product functionality, customer support, and integrations.The importance of parking in conversations [01:00:21] Julie discusses the importance of including parking in conversations and how it affects other aspects of design work and traffic congestion.Starting and scaling a business in the parking industry [01:07:01] Brian talks about the challenges and importance of starting and scaling a business in the parking industry, emphasizing the need for experience and an entrepreneurial spirit.The mental side of triathlons [01:17:24] Kent shares the mental challenges and struggles that triathletes face, including self-doubt, motivation, and redirection.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 lea...