Tag Archives: customer service

Frontline Fundamentals: Refocused and Refreshed: Experiential Customer Service. Presented by Dennis Burns, CAPP

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We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you havece questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.

 

Frontline Fundamentals: Managing Customers in a Remote Environment. Presented by Maggie Vercoe

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View training summary and speaker information, and register for free today.


We have launched your new IPMI member portal.  Click here to login, reset your password, and register for these free trainings. If you have questions, or need assistance, please contact us here.

  • Member Rate: Free; pre-registration required,
  • Non-member rate: $35 registration fee.  Click the register link above to attend as a non-member.
  • Join today and find out more about member benefits here.

Flowbird_LogoFrontline trainings are provided free of charge to all IPMI members, and are generously supported by our exclusive Frontline Sponsor, Flowbird.

 

IPMI Webinar: Teleworking: An Alternate Mobility Mode. Presented by Perry H. Eggleston, CAPP & Ramon Zavala University of California at Davis.

Teleworking: An Alternate Mobility Mode

Perry H. Eggleston, CAPP, DPA; Executive Director for Transportation Services; University of California at Davis

Ramon Zavala, Transportation Demand Manager, UC Davis Transportation Services

We are currently launching a new member portal. Please contact us at professionaldevelopment@parking-mobility.org to register.

Or purchase the entire 2021 professional development series bundle.


Rahm Emanuel said, “You never let a serious crisis go to waste. And what I mean by that it’s an opportunity to do things you think you could not do before.”

Last year brought discussions of campus closures, telelearning, and teleworking. Within a week, these discussions were reality. When the awareness that this COVID thing would last longer than a few weeks, we started to look at how the lull could be used to keep the momentum of teleworking going as a demand-reduction tool.

To address all the issues for making teleworking an ongoing mobility strategy, we created a telework committee. Stakeholders from human resources, technology, safety and ergonomics, employee/union relations, communications, and finance. Transportation Services coordinates the committee, which will address the physical, legal, supervisory, and training issues and keep teleworking a viable mobility option into the future.

Attendees will:

  • Illustrate how teleworking is a mobility advantage.
  • Recognize the institutional needs of a teleworking program.
  • Detail best practices and measure the effectiveness of amnesty and relief programs for constituents and revenue recovery efforts.

Offers 1 CAPP Credit towards application or recertification.


Presenters:

Perry H. Eggleston, CAPP, DPA; Executive Director for Transportation Services; UC Davis Transportation Services

Perry Eggleston, CAPP, DPA, has more than 25 years’ experience developing, refining, and implementing mobility programs as an officer, supervisor, manager, director, consultant, and executive director. In his career, he has served organizations in California, Kentucky, New Jersey, and Texas. He is an active member of the IPMI and California Public Parking Association.

Ramon Zavala, Transportation Demand Manager, UC Davis Transportation Services

Ramon Zavala holds a bachelor’s degree in criminology from UC Irvine, where he began his work in transportation demand management. After seven years with UCI’s Transportation department, he transferred to UC Davis’ Transportation Services, where he manages the TDM program, transit relations, and overseeing the overseeing the bicycle program.

 

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IPMI Webinar: Using Social Listening to Improve Your Customer Service. Presented by Melonie Curry, ParkHouston

Using Social Listening to Improve Your Customer Service

Melonie Curry, Communications Manager, ParkHouston

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Or purchase the entire 2021 professional development series bundle.


Digital marketing is now a required element of good business. Learn to use social listening to analyze your organization’s digital footprint and social media presence. Provide responsive and timely campaigns that meet the needs of your target audience and help your organization do business better.

Attendees will:

  • Recognize the need for digital marketing.
  • Learn how to use social media to identify customer needs.
  • Examine which digital media channels best connect you with your target audience.

Offers 1 CAPP Credit towards application or recertification.


Presenter: Melonie Curry, Communications Manager, ParkHouston

Melonie Curry has developed customer educational materials for ParkHouston that share parking tips to educate the public and make parking easy and convenient. She manages ParkHouston’s social media and website and recently completed a digital marketing certification from Cornell  University. She served on the Texas Parking and Transportation Association’s Host Committee and helps manage social media. She is a member of the Social Media Advisory and Research Taskforce (SMART) and works on the Cultural Change Coalition to improve department collaboration in the City of Houston.

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Frontline Fundamentals: Flipping the Script on Customer Service. Presented by Vanessa Cummings, CAPP

Free to IPMI members, pre-registration required.

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Non-members may attend for a $35 registration fee.  Click the register link above to attend as a non-member.  Need help logging in?

Contact us at professionaldevelopment@parking-mobility.org.

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Flipping the Script on Customer Service

Vanessa Cummings, CAPP

Understanding perceptions and reality when the shoe is on the other foot can be essential to improving customer service at every level.  This upbeat session will include role playing and a healthy dose of fun as we review and assess the actions and reactions between customers and our frontline customer service and enforcement personnel. Takeaways will include an effective tool to help you keep your cool in stressful situations.


Vanessa Cummings, CAPP, has 25 years of experience in parking, transportation management, and supervision. She’s passionate about inspiring and empowering people through real-life experiences and humor to teach and mentor. As a pastor, parking professional, and consultant, she serves as a trainer, meeting planner and facilitator, and inspirational speaker. She has provided training and consulting for IPMI, colleges, universities, regional conferences, and churches for 19 years.

True Team Effort

International team of coworkers putting colorful puzzles togetherBy John Mason, CAPP, PMP

Very seldom as a manufacturer or contractor do you find true team efforts when replacing a client’s legacy equipment. A true team effort is when the client fully engages in the change.

It’s important as a client that you involve yourself in efforts to learn your new products and not just expect a turnkey system to run without your input or interest. Nobody likes changing. It’s a lot of effort, especially when you had a functional system in place chugging right along.

It’s important as the installer to remind yourself what a frustrating process large-scale change is to a client as well, and have compassion for them. You must make sure you are doing everything you can to take the pain out of the change. For example, a client may point out how the user interface could be enhanced in a way that makes it more intuitive, or they could find a bug. In either case, taking that information and making changes creates a better product. Customer satisfaction increases because you listened and made things easier for the client.

If both sides invest in this approach and truly partner, the end result becomes a win for all involved.

John Mason, CAPP, PMP, is a project manager with HUB Parking Technology.

Listening to Your Customers

Man Listening holding his hand near his earBy Jeff Perkins

One of the real challenges for parking providers is getting input from customers on an ongoing basis. The highly transactional nature of parking doesn’t always lend itself to a good feedback loop. So, as a parking provider, how do you know how you are doing? Are you meeting the consumer’s needs, or are you failing? How do you get better if you don’t know what’s broken?

Fortunately, our company’s users are more than willing to share their feedback with us. And while it’s important to read the positive reviews, you actually get a lot more insight out of the negative ones.

We spend a lot of time reading our reviews and doing a lot of surveys with our users–fortunately, when people create an account, they provide their email address so we can survey them. The insights we get from this research then inform how we evolve our offering. For example, one constant complaint we used to get was that people did not want to download an app just to pay for parking one time. As a result of this feedback, we added the option of paying via a mobile web browser. It’s an excellent example of listening to your customers and building new options.

Doing market research is easier than ever. Tools such as SurveyMonkey make it simple to create online surveys and email them to people who may have parked in your locations. If you don’t have a customer database, Survey Monkey can even help you find the people you’re looking for to take the survey. Also, nothing beats face-to-face interactions. Spend some time out on the streets talking to the people who are parking. Ask them about their experience and what would make it better.

If you have questions on how to improve your parking program, start by listening to your customers. They will probably have the answers you are looking for.

Jeff Perkins is CMO and head of product at ParkMobile.

IPMI Webinar: The CCPA and State Efforts to Protect Consumer Privacy: What the Parking Industry Should Know

Live Online Webcast: Free for CPPA and IPMI Members $25.00 for Non-members

The California Public Parking Association (CPPA) in partnership with IPMI is hosting this presentation that will review the California Consumer Privacy Act of 2018 and various state efforts to protect the privacy of its citizens, including:

  • An overview of common privacy threats and legal landscape:  Shooting at a moving target
  • The intersection of expanding customer expectations and legal obligations
  • Discussion of what makes an information security/privacy program “defensible”?
  • The ROI for investing time and resources in an information security/privacy program
  • Effective strategizing for moving to the next level of cybersecurity and privacy protection

Objectives:

  • Understand the changing legal landscape related to consumer privacy and the likely legal changes on the horizon;
  • What efforts that they can engage in now to both prepare to meet their specific legal obligations and to implement information security/privacy program “best practices” in their organizations; and
  • Which internal and external resources (e.g., data privacy officers, outside counsel, information security experts) can help them right-size their efforts regarding a fast changing area of the law.

Presenters:

Sue Friedburg is the co-chair of Buchanan’s Cybersecurity and Data Privacy Group.  Sue advises clients about the rapidly evolving standards of care for safeguarding confidential information and responding effectively to security incidents that threaten to compromise our client’s valuable or protected information.  Sue has extensive experience advising clients on the fast-changing world of consumer privacy laws at the federal and state level.

 

 

 

 

 

Robert Holland regularly advises clients from all business sectors on the impact of consumer privacy laws and legislation that continue to be a hot topic across the United States.  Bringing his experience to businesses offering a variety of products and services, Rob helps them address the sometimes thorny implementation issues related to the laws.  No two businesses are the same, and Rob brings that recognition to help each business craft a unique approach to protect their customers and their reputations.

 

 

 

 

 

Jason Wrona is a legal veteran to the parking industry, having served as counsel to a number of public and private parking operators and related businesses.  Notably, Jason has served as the outside counsel to the Pittsburgh Parking Authority for more than 10 years.  He has a deep understanding of all facets of the parking industry and is proud to be counted as a “parking nerd.”

A Parking Lesson: Walking in Someone Else’s Shoes

Close-up teenager's retro style black and white tennis shoes, tattered, ripped, dirty, isolated on white backgroundBy Scott C. Bauman, CAPP

As a municipal parking manager, I often hear the following from residents; “There’s a car that’s always parked in front of my house. I want it gone. That’s MY parking space!”

The passion residents feel for the on-street public parking in front of their home can be deep and abiding. I have a better understanding of this now. Many residents incorrectly assume that the on-street parking directly in front of their home is either an extension of their property or that they have a fundamental entitlement to that space. When someone else repeatedly parks in front of their home and the homeowner looks out their window and sees that same car parked again and again, emotions can start flowing and tension builds. The homeowner often truly believes that the on-street space in front of their home is theirs, and other parkers are prohibited from using it.

Before recently, I’d receive these types of complaints and have the automatic response of, “The on-street parking directly in front of your residence is not your property. It’s public right-of-way owned and managed by the city, yada-yada-yada.” Citizens eventually come to comprehend this fact but always find it frustrating.

Awhile back, I gained a new perspective on this emotional issue. My neighbor started regularly parking his oversized, bright red, commercial plumbing van directly in front of my home. Every time I looked out my window, I saw that big stupid red van and got very irritated. While I didn’t contact my local city agency to complain (as I know better), I did speak with him and nicely suggest that a more appropriate place to park his van would be on his own property. I got lucky; he agreed and started parking it in his driveway. That’s when my perspective broadened.

The point of my story is two-fold. First, anyone–including a municipal parking manager–can become emotional over unfortunate parking situations. Second, I now have more compassion and empathy for my fellow citizens going through these types of stressors. The aphorism, “Walk a mile in someone else’s shoes,” is a valuable mindset when dealing with the emotional state and unique circumstances that can sometimes torment our valued customers.

Lesson learned. Lesson shared.

Scott C. Bauman, CAPP, is manager of parking and mobility services for the City of Aurora, Colo.