Our Parking Industry®

Our Parking Industry®

por TPN - The Parking Network
AdministraciónMercadotecnia
Temporada 3
Unreasonable Excellence: Redefining Customer Service in Healthcare Parking with Brandon Markey
Episode Overview Customer service is often discussed in parking but rarely defined in a way that changes behavior. In this episode, the TPN team is joined by Brandon Markey, Director of Healthcare Operations at The Car Park, to explore what exceptional service looks like in practice, especially in healthcare environments. Drawing from a background in luxury customer service and security, Brandon explains how small, intentional actions can transform brief interactions into meaningful experiences. From the concept of the “$2 hot dog” to the importance of situational awareness, this conversation challenges operators to rethink how service is delivered in moments that often last less than two minutes. The discussion also explores leadership, training, team culture, and how empowering frontline employees can improve both retention and customer experience. Why This Matters Parking is often the first and last touchpoint in a customer’s journey, particularly in healthcare settings where emotions are high and time is critical. Customers may not remember every detail of their visit, but they will remember how easy or difficult it was to arrive, park, and leave. For operators and asset owners, customer service directly impacts loyalty, reputation, and performance. What You’ll Learn What luxury customer service means in parking How small actions create lasting impressions Why situational awareness is critical for frontline staff How leadership and empowerment improve team performance Key Takeaways Parking interactions may be brief, but they leave lasting impressions Empathy and awareness matter more than scripted interactions Strong leadership shapes customer and employee experiences Small moments of service can have a significant impact Notable Quotes “Luxury is anything that goes beyond what is expected.” “Find the $2 hot dog. Every single day, find a way to go above and beyond.” “We’re not just parking cars. We’re the last step before someone gets care.” Episode Breakdown 00:00 – Introduction and Brandon’s background 02:00 – Defining luxury customer service 07:30 – Creating meaningful customer interactions 10:00 – The “$2 hot dog” philosophy 13:00 – Situational awareness and empathy 18:30 – Building strong teams and reducing turnover 21:30 – Leadership through respect and empowerment 27:30 – Final thoughts on service excellence About the Hosts & Guest This episode features the team from TPN Consulting alongside a special guest: Krista Olien – President of TPN Consulting and host of the podcast, guiding the conversation with a focus on industry accountability, transparency, and forward-thinking strategy. Leigh Thomas – Project Manager with a background in mathematics and data analysis, bringing a structured, analytical perspective to parking performance and strategy. Brandon Markey – Director of Healthcare Operations at The Car Park, specializing in customer experience, team development, and operational excellence in healthcare environments. Listen & Follow Catch the full episode and subscribe to Our Parking Industry Podcast on Apple Podcasts, Spotify, and YouTube. Stay connected for more conversations shaping the future of parking.
T3 · E13
11 jun 2026
29:40
Inside The Lane featuring Daniel & Henry
Episode Overview In this special Inside The Lane episode, Krista Olien sits down with Robert Pohrer, insurance broker at Daniel & Henry Insurance & Risk Management, to discuss his journey from parking operator to insurance specialist serving the parking industry. Robert shares how he grew up in parking, scaled a valet operation from 50 to 250 employees, and transitioned into insurance following the challenges of COVID. Today, he helps parking companies better understand risk, coverage, and long-term strategy through the lens of real operational experience. The conversation explores how insurance can become a strategic tool instead of just another expense. From claims management to captive insurance models, Robert explains how operators can better protect and position their businesses. Why This Matters Insurance is one of the largest and most misunderstood expenses in parking operations. This episode offers a unique perspective from someone who has worked both as an operator and an insurance broker, highlighting how smarter risk management and informed insurance decisions can impact long-term business success. What You’ll Learn How Robert transitioned from parking operator to insurance broker Why parking is often misunderstood as a risk category Different insurance strategies, including self-insurance and captives How claims management impacts long-term costs Key Takeaways Insurance should be treated as a strategic tool, not just a fixed cost Parking is a specialized risk category requiring industry knowledge Strong claims management can lower long-term premiums Captive insurance models are becoming more common in parking Episode Breakdown 00:00 Introduction and guest welcome 00:20 Robert’s background and parking journey 01:45 Transition into insurance and current role 03:00 Insurance types and the “parking insurance playbook” 06:00 Scaling a valet company and managing risk 08:00 Claims management and controlling costs 09:30 Understanding GKL and educating carriers 11:00 Captive insurance and alternative strategies 12:30 Connecting with Robert and Daniel & Henry 14:00 Closing thoughts About the Host & Guest Krista Olien- President of TPN Consulting and host of the podcast, guiding conversations that highlight the people and ideas shaping the parking industry Robert Pohrer- Insurance broker at Daniel & Henry Insurance & Risk Management, specializing in parking industry coverage with a background as a former parking operator and business owner Contact the Vendor Interested in learning more or working with Daniel & Henry Insurance & Risk Management? Website: https://www.danielandhenry.com Email: rpohrer@danielandhenry.com Phone: 314-486-5724 About Inside The Lane Inside The Lane is a special segment of Our Parking Industry Podcast highlighting vendors and partners serving the parking industry. These short episodes give companies an opportunity to share who they are, what they do, and how they support parking professionals. Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Connect with TPN Consulting Visit: https://www.parkingnetwork.com Follow TPN Consulting on LinkedIn and Instagram for industry insights, podcast updates, and more.
T3 · E12
28 may 2026
14:51
On-Street Parking, Safety, and the Role of Technology 
Episode Overview In this follow-up episode, Krista Olien is joined by Clyde Wilson and Leigh Thomas to reflect on the team’s conversation with Nick Nicholas, a police captain whose role includes municipal parking oversight. The discussion expands on frontline safety, enforcement, situational awareness, and the difficult role parking professionals play in their communities. The team also explores broader challenges in on-street and municipal parking, including technology adoption, revenue capture, customer experience, and the importance of making informed decisions during the RFP process. Why This Matters On-street parking is one of the most visible and emotionally charged areas of the parking industry. For municipalities and universities, parking impacts safety, access, enforcement, revenue, and public perception. Technology can help improve operations, but only when it is selected carefully, managed effectively, and paired with people who understand how to serve the community. What You’ll Learn Why frontline enforcement roles deserve more support How visibility and awareness impact safety and parker confidence Why technology should make people more efficient, not obsolete How LPR and enforcement tools can improve revenue capture Why on-street parking requires a different strategy than garages How municipalities can become better buyers of technology Why RFP research and vendor validation matter Key Takeaways Parking enforcement is difficult public-facing work Frontline visibility can improve safety and customer confidence Technology should support people, not replace them Municipal parking challenges are often operational and internal On-street parking requires strong data and thoughtful management RFP decisions should be based on research, not vendor promises The best technology improves efficiency, revenue, and customer experience Episode Breakdown 00:00 Introduction and recap of Nick Nicholas’ episode 01:30 Frontline safety, enforcement, and respect 03:40 Defining on-street and municipal parking 06:50 Situational awareness and enforcement safety 10:00 Technology, enforcement, and people 15:00 Managing technology for revenue and efficiency 20:00 Internal pressures in municipal parking 24:00 Understanding who parks downtown 27:00 The future of on-street parking 31:30 Becoming better technology buyers 35:30 RFP research and vendor validation About the Hosts Krista Olien President of TPN Consulting and host of the podcast, leading conversations around strategy, transparency, and the future of parking operations Leigh Thomas Project Manager with a background in mathematics and data analysis, focused on improving operational clarity and performance through data-driven insights Clyde Wilson Founder of TPN Consulting, bringing over four decades of industry experience and insight into parking operations, contracts, and financial performance Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Connect with TPN Consulting Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for industry insights, podcast updates, and more.
T3 · E11
21 may 2026
28:35
Frontline Safety in Parking: A Conversation with Nick Nicholas
Episode Overview In this episode, Leigh Thomas and Trina Tutor sit down with Nick Nicholas, a police captain in Orange County, California, to discuss parking enforcement, frontline safety, public service, and the role parking plays in community life. Nick shares how parking unexpectedly became part of his responsibilities as a police captain and why he has developed a deep respect for the industry. While he may not call himself passionate about parking, he is passionate about protecting the people working on the front lines. The conversation explores situational awareness, de-escalation, wellness, technology, and the importance of treating parking professionals as essential public-facing workers. Why This Matters Parking enforcement staff are often the most visible representatives of a city, campus, hospital, or facility. This episode highlights the safety risks frontline parking professionals face and why training, support, and respect are critical. Parking is more than citations and compliance. It impacts public safety, customer service, accessibility, and quality of life. What You’ll Learn How Nick became responsible for parking operations Why frontline safety deserves more attention Simple situational awareness practices for parking staff How LPR technology can improve safety and workflow Why education-first parking management matters How parking supports downtown vitality and business access Why wellness and resiliency should be part of industry conversations How de-escalation begins with self-control Key Takeaways Frontline parking professionals need better safety training and support Situational awareness can reduce risk in daily interactions Parking staff often serve as ambassadors for their communities Technology supports people, but does not replace them Parking compliance should focus on education before enforcement Wellness and resiliency matter in parking operations No parking violation is worth someone’s personal safety Episode Breakdown 00:00 Introduction and guest welcome 01:00 Nick’s background in policing and parking 04:00 Frontline safety and risks in enforcement 06:30 Situational awareness tips for parking staff 10:30 Nick’s teaching background and learning philosophy 13:00 The complexity of parking management 15:00 Parking staff as community ambassadors 18:00 Virtual permits and customer support 21:30 LPR technology and officer safety 23:00 Why technology does not replace people 25:00 Parking’s role in downtown vitality 27:00 Wellness, resiliency, and mental health 32:30 De-escalation and frontline empowerment 36:30 Managing emotional responses to citations 40:30 Adapting enforcement during peak seasons 43:00 Funny parking stories from the field 45:30 Final thoughts and continuing the conversation About the Hosts & Guest Leigh Thomas Project Manager with a background in mathematics and data analysis, bringing an analytical perspective to parking strategy and performance Trina Tutor Senior Data Analyst at TPN Consulting, focused on parking operations and performance review Nick Nicholas Police captain in Orange County, California, overseeing parking enforcement, permitting, public safety, and frontline staff support Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Connect with TPN Consulting Visit: https://www.parkingnetwork.com Follow us on LinkedIn and Instagram for more industry insights and podcast updates.
T3 · E10
14 may 2026
41:22
Inside The Lane Featuring Valet Parking Pros
Episode Overview In this special Inside The Lane episode, Krista Olien sits down with Jonny Velarde, CEO and co-founder of Valet Parking Pros, to discuss entrepreneurship, private event valet, and the realities of growing a service-based business in the parking industry. Jonny shares how his company, operating in Southern California and Northeast Florida, grew from a family legacy in valet parking. Today, Valet Parking Pros supports private events, shuttle services, and select permanent locations. From weddings and corporate events to restaurants and venues, the company has built a reputation for responsiveness, problem-solving, and reliable service. This vendor spotlight offers a candid look at growth, operational lessons, and the importance of maintaining quality while expanding. Why This Matters Every successful operation must balance service, staffing, relationships, and growth. This episode provides insight into the realities of building a valet and shuttle business while reinforcing a key truth: reputation, responsiveness, and trust separate good operators from great ones. What You’ll Learn How Valet Parking Pros grew from a family foundation What it takes to operate private events and shuttle services Why Southern California is a strong event valet market How the company balances events with ongoing accounts How teams handle unexpected operational challenges Why steady, sustainable growth matters How relationships drive long-term success Key Takeaways The business was built on generational industry knowledge Event valet requires speed, flexibility, and problem-solving Unexpected challenges require strong frontline decision-making Reputation is built by showing up when clients need help Growth should not come at the expense of quality Relationships remain one of the highest ROI investments Episode Breakdown 00:00 Introduction and guest welcome 00:45 Jonny’s background and company overview 02:00 Family roots in valet service 02:45 Private events and market focus 04:00 Current accounts and operations 04:45 Stolen vehicle incident and lessons learned 06:20 Training and verification practices 07:25 Growth strategy and priorities 08:30 How to connect with Valet Parking Pros 09:00 Jonny’s podcast and networking insights 10:40 Closing thoughts About the Host & Guest This Inside The Lane episode features: Krista Olien President of TPN Consulting and podcast host, leading conversations that highlight the people and ideas shaping the parking industry Jonny Velarde CEO and co-founder of Valet Parking Pros, a valet and shuttle company serving private events and select locations in Southern California and Northeast Florida About Inside The Lane Inside The Lane is a special segment of Our Parking Industry Podcast that highlights vendors and partners serving the industry. These short episodes give companies an opportunity to share who they are, what they do, and how they support parking professionals. Listen & Follow Catch the full episode and subscribe to Our Parking Industry Podcast on: Apple Podcasts | Spotify | YouTube Stay connected for more conversations shaping the future of parking.
T3 · E9
23 abr 2026
11:08
You Can’t Rely on Hardware Alone: The New Parking Reality
Summary In this roundtable discussion, Krista Olien is joined by Clyde Wilson and Leigh Thomas to reflect on their recent conversation with Patrick Dolan of Task Force Services. The group dives deeper into the realities of modern parking system installations, emphasizing how precision, planning, and coordination between civil work, technology, and operations are more critical than ever. As parking systems evolve from mechanical hardware to data-driven digital environments, the discussion highlights why power, connectivity, and infrastructure must be considered early in the process to avoid costly challenges later. The conversation also explores how rapid technological advancement is reshaping installation expectations, including the growing role of cameras, license plate recognition, and integrated systems. The team discusses the importance of thoughtful RFP development, selecting the right equipment for each environment, and adapting to industry changes that require both technical knowledge and operational awareness. Throughout the episode, the hosts share real-world examples and emphasize problem-solving, collaboration, and long-term planning as key drivers of successful parking implementations. This episode offers practical insights for owners, operators, and industry professionals navigating new technology, highlighting how careful planning and adaptability can turn complex installations into reliable, future-ready parking solutions. Chapters 00:00 Introduction to the Parking Industry Podcast 02:59 The Evolution of Parking Installations 05:06 Challenges in Camera Placement and Technology 07:56 The Importance of Problem Solving in Parking Management 10:08 Adapting to Changes in the Parking Industry 12:39 Choosing the Right Equipment and RFP Process 15:06 The Shift from Mechanical to Digital Parking Solutions 17:52 The Role of RFPs in Modern Parking Installations 20:06 Real-World Examples of Parking Challenges 22:39 Conclusion and Key Takeaways 28:48 Our Parking Industry Podcast Wrap-Up
T3 · E8
16 abr 2026
29:16
Installing the Future of Parking: Patrick Dolan on Power, Data, and Doing It Right
Installing the Future of Parking: Patrick Dolan on Power, Data, and Doing It Right Summary In this episode of the Our Parking Industry podcast, Krista Olien and Leigh Thomas interview Patrick Dolan from Task Force Services. Patrick shares his unique journey into the parking industry, starting from his military background to becoming a key player in parking installations. He discusses the evolution of parking systems, the importance of understanding customer needs, and the challenges faced during installations. The conversation also highlights the significance of teamwork, customer service, and adapting to new technologies in the parking sector. Takeaways Patrick's journey into the parking industry began unexpectedly after his military service. Task Force Services specializes in installation for parking systems, focusing on blue-collar work. Understanding customer needs is crucial for successful installations in modern parking systems. Navigating nationwide installations requires strong local partnerships and resourcefulness. The parking industry is evolving with new technologies, including camera-based systems. Preparation and knowledge of site-specific challenges are essential for efficient installations. Different sectors within the parking industry have unique needs and challenges. Customer service is a key focus for Task Force Services, aiming to make clients look good. Team dynamics and communication are vital for successful project execution. Humor and camaraderie are important in the workplace, especially when facing unexpected challenges. Chapters 00:00 – Welcome + Guest Intro: Patrick Dolan (Task Force Services) 00:47 – Patrick’s Career Path: Military to Parking + Early Install Days 02:27 – Growing in Texas: From Technician to Business Builder 04:22 – Task Force Services Today: The Installer Partner Role 07:39 – What They Install + Who Should Call Them 10:18 – How Nationwide Installs Work: Tools, Rentals, and Field Execution 15:24 – What Operators/Vendors Miss: Power + Data Planning for New Tech 26:31 – The Future of Installs + Funny Service Stories + Wrap-Up
T3 · E7
9 abr 2026
33:46
Inside The Lane Featuring - PLIX AI
Summary In this episode of Inside the Lane, Leigh Thomas interviews Henry Broback from Plix AI, a body camera platform designed for parking enforcement and similar fields. They discuss the purpose of Plix AI, its functionality, and the impact it has on safety and documentation in the field. Henry shares insights on how the technology works, its target audience, and the future potential of Plix AI in various industries. Takeaways Plix AI is designed specifically for parking enforcement. The camera serves both as a documentation tool and a deterrent. There has been an 80% reduction in incidents with Plix AI cameras. The camera can transcribe audio and automatically start recording during escalations. Plix AI started with private security before moving to municipalities. The technology helps document conditions before and after valet services. Officers can report incidents without using paper and pen. The camera is lightweight and easy to wear. Plix AI aims to improve safety for officers in the field. Henry encourages listeners to reach out for more information. Chapters 00:00 Introduction to Plix and Its Purpose 05:41 How Plix Cameras Operate 09:31 Target Audience and Future of Plix 10:24 Our Parking Industry Podcast Wrap-Up
T3 · E6
26 mar 2026
10:46
Human at the Wheel: Keeping Service at the Center of Tech
Summary In this episode of the Our Parking Industry Podcast, Krista Olien, Clyde Wilson, and Leigh Thomas discuss the key themes from their interview with Rafael Abanilla from Parking Concepts Incorporated. They explore the importance of a people-centric philosophy in parking management, emphasizing customer service and the evolution of the industry from lease management to technology-driven operations. The conversation also highlights the significance of mentorship and the challenges posed by partnerships with equipment vendors. The hosts reflect on the future of parking solutions and the personal growth that comes from stepping away from work to recharge. Takeaways The parking industry benefits from a people-centric philosophy. Customer service is crucial in technology-driven businesses. Valet parking experience shapes successful leaders in the industry. Management styles differ significantly between lease and management contracts. Mentorship plays a vital role in career development in parking. Technology should enhance, not replace, customer service. Partnerships with equipment vendors can complicate operations. A full stack solution could streamline parking management. Understanding customer needs is essential for success. Taking breaks can improve job performance. Chapters 00:00 Introduction to People-Centric Philosophy 05:18 Lease vs. Management: Understanding the Business Models 09:31 The Evolution of Parking Operations and Technology 14:45 The Future of Parking Operations 28:34 Our Parking Industry Podcast Wrap-Up
T3 · E5
19 mar 2026
29:07
Leadership Built from the Frontline with Rafael Abanilla
Summary In this episode of the Our Parking Industry podcast, host Leigh Thomas and Clyde Wilson engages with industry veteran Rafael Abanilla to explore the evolution of the parking industry. Raf shares his journey from a valet to a senior VP, emphasizing the importance of frontline experience in management. The conversation delves into the balance between technology and customer service, the significance of mentorship, and the common pitfalls young professionals face. They discuss the industry's current challenges and opportunities, the future of parking technology, and the need for collaboration among operators. The episode concludes with reflections on work-life balance and the passion that drives them in their careers. Takeaways Raf Abanilla has 25 years of experience in the parking industry. Frontline experience is crucial for effective management. Technology should enhance, not replace, customer service. Choosing the right vendors is essential for success. Mentorship plays a significant role in professional growth. Young professionals often overlook the importance of relationships. The parking industry is facing challenges in delivering consistent experiences. Collaboration among industry players is necessary for progress. Work-life balance is vital for long-term success. Passion for the industry drives innovation and improvement. Chapters 00:00I ntroduction to the Parking Industry Podcast 01:25 Raf Abanilla's Journey in Parking 04:37 Clyde Wilson's Early Experiences 09:11 The Core of the Parking Business 16:55 Customer Experience in Valet Services 20:19 Technology vs. Customer Focus 22:54 The Role of Facial Recognition in Parking 24:10 Collaboration in the Parking Industry 26:10 Shifts in Business Focus Over Decades 28:10 The Evolution of Customer Communication 33:51 Our Parking Industry Podcast Wrap-Up
T3 · E4
12 mar 2026
34:19
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