In this episode of Harder Than It Looks, Sarah Blouch dives into the journey of managing parking solutions at CampusParc and The Ohio State University.
We’ll discuss challenges from stakeholder management, the integration of environmental initiatives, and get into what concession agreements look like from negotiation to execution.
Then we explore the significance of customer centricity beyond typical service teams, detailing a universal five-step model.
In Segment 2, guest host Claudia Lopez, Client Success Manager at Parker Technology, interviews Jyo Shukla, author of “Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy,” advocates for empathetic engagement and the creation of raving fans through exceptional service and strategic communication.
This convo does a really good job of breaking down complex parts of parking like concession agreements and customer experience into easy-to-understand ideas and tactics
Here are some key takeaways from our conversation:
- The pros and cons of a Concession Agreement
- How Sarah Blouch is breaking down diversity barriers in parking
- How Jyo Shukla turns customers into raving fans
Be sure to check out these great clips from the show:
Transition to Ohio State University (
00:05:00)
Transition to a Concession Agreement (
00:07:13)
Understanding Concession Agreements (
00:15:20)
The University's Financial Gain (
00:20:18)
Challenges Faced During COVID-19 (
00:21:05)
Navigating the Arm's Length Relationship with the University (
00:23:12)
Adapting to Technology Changes (
00:26:20)
Managing Parking Rules and Regulations (
00:27:44)
Addressing Customer Frustrations (
00:29:15)
Navigating Campus Politics and Decision-Making (
00:30:04)
Challenges of Operating within a Concession Agreement (
00:35:06)
Perspective on Diversity and Inclusion in the Industry (
00:39:55)
Segment 2: Jyo Shukla
Fostering Customer Sucess and Advocacy (
00:57:16)
Takeaways from “Customer Success Mindset” (
01:06:30)
Embracing Change and Overcoming Adversity (
01:19:25)
Subscribe to Harder Than It Looks.
To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:
If you have a chance, please leave a rating and review on Apple Podcasts by
clicking here. Thank you
so much!
Want to help the show?
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.comWhat is Harder Than It Looks: Parking Uncovered?
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.