Training/Education

Excellent customer service and effective enforcement don’t have to be at odds. Frontline teams can move beyond rigid rule-following to become empowered problem-solvers, enhancing the customer experience while maintaining accountability and policy integrity.

I always knew there was an undercurrent of politics when it came to parking, but until I had to manage those politics I was pretty far removed from it. I’m still learning how to navigate this in my newer role and I’ve had to put my own agenda and thoughts on parking aside. It seems to be a constant battle to get everyone on the same page regarding how parking is run efficiently and for the good of everyone. Why is parking such an afterthought when that is the very first interaction or introduction to a space, place or event? Why do people believe that they shouldn’t have to pay for parking when there is a cost to have parking available, safe and accessible? Why do some feel that their event is more important than the student trying to get to class on time when we exist as an institution to educate students? Education is key when it has come to parking, but with a new class of students every year and turnover in leadership among our staff and student representatives this has proved to be a challenge to reach everyone and maintain consistency. I once was in a training, and someone mentioned that we, as parking professionals, are the biggest advocates for others. I’ve never found this to be more true since I stepped into my current role. Whether it’s the person that doesn’t qualify for accessibility accommodations according to their doctor but is not capable of using stairs or maneuvering inclines or bumping students to the perimeter of campus to accommodate construction. I will continue to advocate, share my knowledge about parking and hope that I am heard, but man some days are harder than others when it comes to navigating the politics of parking. Meredith Garrett, CAPP, is the Assistant Director of Public Safety, Parking & Transit Services for Kent State University. Meredith can be reached at mgarre12@kent.edu.

Vinnie Campagna, PTMP, is the Manager of Parking & Ground Transportation for Milwaukee Mitchell International Airport. Find out why he earned his PTMP and how it’s impacted his career.

Brandon Patocka, PTMP, is Engineering Technician II for the City of Omaha Parking & Mobility Division. Find out why he earned his PTMP and how it’s impacted his career.

Rob Maroney, PTMP, is the Vice President, Government and University Services for LAZ Parking. Find out why he earned his PTMP and how it’s impacted his career.

Cha’ssem Anderson, AICP, PTMP, is the Associate Director of Transportation and Planning for the University of North Carolina at Chapel Hill. Find out why he earned his PTMP and how it’s impacted his career.

Let’s face it, parking enforcement frequently serves as the least glamorous component of any parking operation.  Whether you or your team are dealing with a ticketed visitor misunderstanding payment requirements and options, irate delivery drivers occupying unauthorized zones, permitted and/or monthly parkers pursuing ‘creative’ parking methods, etc., our customer service and adjudications teams hear and read every excuse in the book and then some.  How can parking operators limit those related 1-star google reviews?  As service industry professionals, investing in routine educational training and team building exercises will prepare staff to serve as front line leaders actively promoting compliance with a high standard.  As an example, let’s look at contractor parking; these are workers performing essential duties on building projects throughout the campus which I work at, and contractors consistently rank high on the ticketing offender list. We often find that parking regulations and permitting options which are shared with project managers and coordinators, often do not make it to the worker in a concise and accessible way.  Below helps guide the enforcement team and provide contractors guidance with options: Customer Service oriented Parking Enforcement that is informative, approachable, and solution oriented Enforcement officer in-depth knowledge of territory, as well as parking availability Interacting positively with patrons Active listening, professional demeanor and communication, de-escalation Understanding and relaying of enforcement policies Providing information on daily parking or permitting rates, when applicable Knowledge of active events and construction projects impacting parking availability Parking Enforcement gets tough, but our staff prioritizing these techniques help make the operation come out on top. Zach Pearce, PTMP, is an Associate Director of Operations for Old Dominion University. Zach can be reached at zpearce@odu.edu.

Dillon Fried, PTMP, is the Mobility and Curbside Access Manager for the City of Minneapolis, Minnesota. Find out why he earned his PTMP and how it’s impacted his career.

Varena Harding, PTMP, is the Admin AGM for Parking Concepts, Inc. Find out why she earned her PTMP and how it’s impacted her career.

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