Unreasonable Excellence: Redefining Customer Service in Healthcare Parking with Brandon Markey

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.

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 [https://www.danielandhenry.com] Email: rpohrer@danielandhenry.com [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 [https://www.parkingnetwork.com] Follow TPN Consulting on LinkedIn and Instagram for industry insights, podcast updates, and more.

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 [https://www.parkingnetwork.com] Follow us on LinkedIn and Instagram for industry insights, podcast updates, and more.

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 [https://www.parkingnetwork.com] Follow us on LinkedIn and Instagram for more industry insights and podcast updates.

Hidden Fees in Parking: Moving From Awareness To Action (Part 3 of 3)

Episode Overview In the final installment of this three-part series, Krista Olien, Clyde Wilson, and Leigh Thomas focus on solutions to one of the industry’s most persistent challenges: hidden and “camouflaged” fees in parking operations. After exploring how hidden fees developed and how they show up today, this episode shifts to what can be done about it. The conversation highlights key root causes, including decades of underpriced management fees, the “race to the bottom” in RFP processes, and the shift from cash-based operations to digital, transaction-driven environments. Using real-world examples, the team outlines how asset owners and operators can move toward a more transparent and sustainable model that supports profitability, accountability, and stronger performance. Why This Matters Hidden fees are not just a financial issue. They impact trust, decision-making, and long-term asset performance. As the industry becomes more digital and data-driven, outdated contract structures are no longer sustainable. This episode highlights why now is the time to rethink how parking services are procured and managed. What You’ll Learn How low management fees contributed to hidden fee structures The difference between hidden and “camouflaged” fees How digitization and SaaS models are reshaping revenue streams What asset owners should be asking during the RFP process How contract structure impacts long-term outcomes Practical ways to identify hidden fees in your operation Key Takeaways Parking management has historically been undervalued Hidden fees emerged to offset unsustainable pricing Digital platforms introduce new ongoing costs that require scrutiny RFP processes must prioritize quality, not just price Asset owners can demand greater transparency and performance Strong management drives higher revenue and better outcomes It is not too late to shift toward a more sustainable model Episode Breakdown 00:00 Introduction and recap 02:00 From hidden expenses to camouflaged fees 04:00 The race to the bottom in management fees 08:00 Industry perspective on value and performance 12:00 How hidden fees became normalized 18:00 Digitization and reduced on-site staffing 22:00 Why the current model is unsustainable 24:30 Rethinking the RFP process 29:00 SaaS fees and long-term cost impact 33:00 Real-world RFP example 36:00 How to identify hidden fees today 41:00 Following the money 43:30 On-site experience and operations 46:00 Aligning expectations and compensation 47:30 Final thoughts About the Hosts Krista Olien President of TPN Consulting and podcast host Clyde Wilson Founder of TPN Consulting with 40+ years of experience Leigh Thomas Project Manager focused on data-driven insights Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Connect with TPN Consulting Visit: https://www.parkingnetwork.com [https://www.parkingnetwork.com] Follow us on LinkedIn and Instagram for more insights.