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Harder Than It Looks

Harder Than It Looks podcast

We as parking professionals know that parking is hard. However, we make it look easy to those from the outside looking in. The myriad technologies, processes and people that a parking operator has to wrangle on any given day is mind-numbing, and every parking facility is unique. While certain verticals share similar pain points, we know better than many how nuanced every operation can be.

We created this podcast to facilitate connections and illuminate solutions to common problems within the parking and mobility industry. We aim to do so by highlighting the voices of experts in the space, discussing trends and forward-looking technological innovations, and providing professional food for thought. All in an effort to help one another get better at what we know is harder than it looks…parking a car.

We’re thrilled you’ve listened to our podcast! Find past show details below, with links for where to listen. Additionally, if you’d like to get plugged in, subscribe to our monthly newsletter in the form below.

Finally, if you enjoyed these episodes, fill out this survey so we can continue to deliver great podcast episodes!

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Listen to Past Episodes

[July 11, 2024] Knowing Who to Hire with Joaquin Rojas and Call Center Expectations with Steve Morrell

In this episode, 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.

In segment two, we explore the entrepreneurial landscape with Steve Morrell, Managing Director of ContactBabel, a leading research and analysis firm for the contact center industry.

[June 5, 2024] Hard Truths of Parking Innovation with Roamy Valera and the Power of Customer Voices & Data with Amy Brown

In this episode, we sat down with parking veteran Roamy Valera, the President of Automotus, and Amy Brown, the CEO of the fastest-growing privately held company in Indiana, Authenticx.

[May 15, 2024] Tackling Challenges of Concession Agreements with Sarah Blouch and Customer-Centric Advocacy with Jyo Shukla

In this episode, we discuss the challenges of tackling concessions with Sarah Blouch, CEO of CampusParc, and speak with Jyo Shukla, author of “Customer Success Mindset.”

[May 1, 2024] Introducing: The Parketing Collective and Ultra Distances with New Shoe Day

In this episode, we announce the creation of the “Parketing Collective” – and our three guests provide a masterclass in parking marketing or “Parketing.”

In part two, we sit down with Casey Crouse to dive into the intricacies of Ultra Marathons and New Shoe Day.

[April 17, 2024] Bridging the Lone Star State of Parking Confusion with Walt Gray and Celeste Ching

Everything is bigger in Texas – including the parking. In Episode 11, Walt and Brian discuss the difficulties of balancing limited parking resources and the emotional aspects of relocating employees for space optimization.

In part two, we talk with Celeste Ching, who joins us to talk about two things that are both harder than they look: starting a company and homeschooling four kids.

[Mar 20, 2024] Theater to Parking: Andrew Sachs’ Unlikely Path to Industry Leadership

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.

In part two, Nate Spangle shares his journey to becoming the head coach of the varsity wrestling team at Bishop Chatard and the influence of his wrestling coaches.

[Feb 21, 2024] License Plate Lessons: Parking Enforcement Innovations

We sat down with Isaiah Mouw, president of PAVE Mobility, who delves into the complexities, untapped potential, and innovations around gateless parking and automated enforcement in the parking industry.

In part two, 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.

[Jan 25, 2024] Unveiling the Complexity of Curb Management

This episode features a conversation with Mary Catherine Snyder, a veteran parking strategist with the Seattle Department of Transportation (SDOT). We 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.

Also featuring Tammy Baker about a job we all know is harder than it looks, customer service in the parking industry.

[Dec 20, 2023] Driving Innovation: From Valet to Visionary in Parking Tech

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 shares the challenges they faced in the early days of their business, such as inventory allocation and communication issues.

Also featuring Ethan’s father Dan Glass and insights around creating and running a business.

Marlene Cramer

[Nov 29, 2023] The Permits to Technology: The Evolution of Parking Operations

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.

Also featuring Andy Witham and the process of winning an Emmy.

Maria Irshad

[Oct 25, 2023] Parking and Politics: How Maria Irshad Gets All the Stakeholders at the Table

We interviewed Maria Irshad, Deputy Director for Park Houston and discussed 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.

Also featuring Tim Maginn who discusses the hardest aspects of hiking to Mt. Everest Base Camp.

[Sep 28, 2023] Empowering Employees: Leadership Lessons in Parking with Don Charley

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.

Also features two Parker CSRs who discuss the hardest aspects of their jobs.

Peter Lange

[Aug 23, 2023] The Parking Puzzle: How Texas A&M University Cracks the Code with Peter Lange

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.

Featuring Lynda Black who shares her strategies for managing frontline workers at Parker Technology’s Indy-based call center.

Julie Dixon

[Aug 23, 2023] Unleashing the Power of Customer Service in the Parking Industry with Julie Dixon

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.

Features Kent King, who shares the mental challenges that triathletes face.

Brett Harwood

[Aug 23, 2023] Parking Pioneers: Unveiling the Secrets of Success with Brett Harwood

In this episode, we had the pleasure of hosting Brett Harwood, a renowned figure in the parking industry. Brett’s journey from lawyer to business executive, and his experiences in growing his family business, are nothing short of inspiring.

Interested in being on the podcast?

Or have someone in mind who would make a great guest? Please introduce us!

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“We are so glad we have Parker Technology as our partner! The live communication has made such a difference with our clients and visitors. The staff is so understanding of our needs and responds quickly to any last minute requests. We are completely satisfied with their service!”

“Parking is the first and last experience that creates an impression for our university. Parker Technology fits right in with that vision.”

“When automating, there's always this fear of losing a level of customer service, but the Parker 24/7 Call Center has eliminated this concern.”

“Introducing Parker Technology into our parking facilities allows our patients to see those smiling faces whenever they need assistance.”

“I'd recommend to any of my peers to focus on parking operations and leave the calls to the Parker 24/7 Call Center.”

“We were excited to identify Parker Technology as a solution provider within the PARCS world. Due to the breadth of clients Parker Technology partners with, we are leaning on them as experts in this space to collaborate with us to provide the best solutions for our parking guests. They listen to us as a partner as we tackle the opportunities together; they are truly an extension of our own customer service team.”

“Ever since we started using Parker's service several years ago, our customer service levels have increased drastically. Having Parker in our active access lanes has allowed us to increase our facility access with automation technology. This allows us to redirect our staff to other duties instead of sitting in a booth and being more active and present throughout the facilities. Customers have positively commented about this interaction. The Parker team is always quickly accessible and there when we need them. We look forward to expanding the service in more facilities going forward.”

“Everyone at FlexePark is very excited about our new partnership with Parker Technology. It’s great to be able to work with another local company, and we’re looking forward to the improved support they can provide for our customers. This will help FlexePark continue to scale without losing track of customer support.”

“Parker Technology enables us to deliver the personal, friendly experience that the City of Asheville wants every parking patron to remember.”

“Parker Technology has been a great addition to our parking facility here in Denver, definitely value add! The Parker team worked quickly in getting the installation performed and ensuring that all equipment was functioning properly.”

“The customer service we receive from the Parker 24/7 Call Center is above any call center I have ever dealt with, or any on-site company we have used.”

“Parker Technology provides a quality call service to several of our garages. Answering all the calls myself previously, I was worried about quality control and how the CSR’s would handle the incoming traffic. I continue to be pleasantly surprised by their professionalism to my parkers and attention to individual unique details at each of my locations. Using their back-end software is very user friendly and I can listen and track all the calls from each location, spending very little time a day.”

“Partnering with Parker Technology has been invaluable to the early success of our new gate arm systems. Their ability to provide our customers with excellent assistance 24/7 has been crucial to our operation.”

“Parker Technology's call center helps us provide the standard of excellent service that people expect when they park in a Brandywine garage.”

“Combining Parker with remote management by your PARCS system allows you to reach peak ROI and maximize efficiency across one or multiple garages. In the ‘new normal’ of contactless service and automation, Parker is the piece that brings it all together for owners and operators alike to provide a world-class experience for customers.”

“Parker Technology has been a pleasure to work with. They not only provide exceptional service in a professional and courteous fashion, but work as a partner in our operation.”

“Parker Technology allows our automated parking system to remain user-friendly. Parker's customer service representatives are our advocates with customers.”

“We are thrilled to partner with Parker Technology. The addition of their two-way video communication will truly enhance the customer experience for our end users. Parker’s customer service and response times are second to none in the industry and we are excited to offer our customers this state of the art solution.”

“Parker has helped One Parking reduce staffing costs for our clients and has enabled us to continue to provide top notch in the lane service at the same time. We have been using Parker for several years and are pleased to continue expanding our partnership with them across the country.”

“Parker has been a key piece of our continued success across all of our commercial parking garages. They are proactive, attentive, and professional. Their team consistently goes above and beyond to understand not only the equipment difficulties but also the operations and tenants at every location so they can better assist our customers, tenants and our team. They have become an extension of our team and we couldn't be happier to have found them as a partner!”

“Mixing Parker Technology's dependable platform, authentic concern and stellar customer service, has provided Penn State a recipe for on-campus success through all our operational changes over the last couple years. ”

“We love the system, the metrics, the real time updates. The staff is excellent and always does a great job. It’s actually quite incredible. It’s like having a real person on-site. We love Parker!”

“Parker manages the City of Plainfield garage when I am not there. With their service, we have peace of mind about operating the facility almost completely remotely.”

“Parker Technology’s platform for tracking intercom calls and customer issues is intuitive, convenient, and searchable. Having a reliable and responsive intercom service 24 hours a day is great for both our customers and our operations team.”