Customer Choice and Smarter Parking with Trent Prior

Customer Choice and Smarter Parking with Trent Prior

Episode Overview In this episode, Krista Olien and Leigh Thomas sit down with Trent Prior, Manager of Business Services for the Town of Victoria Park in Western Australia, to discuss innovation, customer choice, and the future of municipal parking. Trent shares how Vic Park transitioned away from cash payments, introduced dual pay by phone platforms, and reduced reliance on parking meters while improving the customer experience. The conversation explores how vendor partnerships, staff buy-in, data, and long-term planning helped modernize the town’s parking program. From payment technology to LPR, occupancy data, and community engagement, this episode offers practical lessons for municipalities looking to improve parking operations. Why This Matters Municipal parking must balance customer service, technology, revenue, and community expectations while making the best use of limited resources. Vic Park demonstrates how data-driven decisions, collaboration, and thoughtful innovation can improve operations while creating a better experience for both staff and parkers. What You’ll Learn * Why Vic Park adopted dual pay by phone platforms * How staff and vendor buy-in supported major technology changes * How LPR and occupancy data improve parking management * Why customer choice remains central to the town’s strategy Key Takeaways * Innovation succeeds when staff, vendors, and leadership work together * Data leads to better decisions than assumptions alone * Customer choice can improve adoption of new technology * Education-first parking management builds stronger community trust Episode Breakdown 00:00 Introduction and Trent’s background 02:00 Victoria Park and Albany Highway 05:00 Dual pay by phone strategy 07:45 Vendor integration and customer choice 10:30 Measuring success through data 13:00 Staff buy-in and organizational change 17:00 Building a technology roadmap 21:00 Collaboration across Australian municipalities 24:00 Residential permits and transportation goals 29:00 Community response to payment changes 31:00 Using data to guide enforcement and planning 35:00 Parking strategy and community outcomes 39:00 Closing thoughts About the Hosts & Guest 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. Trent Prior Manager of Business Services for the Town of Victoria Park in Western Australia, leading initiatives in parking technology, customer choice, and municipal parking innovation. 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 on LinkedIn and Instagram for industry insights, podcast updates, and more.

Inside The Lane Featuring Truck Parking Club

Episode Overview In this Inside The Lane episode, Leigh Thomas sits down with Evan Shelley, Founder and CEO of Truck Parking Club, to discuss one of transportation’s biggest challenges: the shortage of truck parking in the United States. Evan explains how Truck Parking Club connects drivers, fleet managers, and carriers with property owners who have available parking space. Through its marketplace platform, the company helps drivers find and reserve parking while creating new revenue opportunities for parking operators, warehouses, trucking companies, churches, and other property owners. The conversation explores the truck parking shortage, what makes a property suitable for truck parking, and how underutilized parking assets can generate additional income. Why This Matters There is only one truck parking space available for every eleven trucks operating in the United States. As freight demand continues to grow, drivers need reliable parking options while many property owners have vacant or underused land. This episode highlights how technology can connect those needs and create value for both sides. What You’ll Learn * Why truck parking remains a major industry challenge * How Truck Parking Club’s marketplace works * What types of properties are ideal for truck parking * How property owners can create new revenue streams from unused space Key Takeaways * Truck parking demand significantly exceeds available supply * Underutilized parking assets can often support commercial vehicles * Successful truck parking operations do not always require amenities * Technology can simplify reservations, payments, reporting, and customer service Episode Breakdown 00:00 Introduction and guest welcome 00:38 The truck parking shortage explained 03:41 Property members and trucker members 05:59 Ideal properties for truck parking 09:29 Monetizing underutilized parking assets 11:33 Amenities and driver expectations 13:42 Getting started with Truck Parking Club 14:43 Closing remarks About the Host & Guest Leigh Thomas Project Manager at TPN Consulting, bringing a data-driven perspective to parking operations, strategy, and industry innovation. Evan Shelley Founder and CEO of Truck Parking Club, a nationwide marketplace helping drivers and property owners solve truck parking challenges while creating new revenue opportunities. Contact the Vendor Website: https://www.truckparkingclub.com [https://www.truckparkingclub.com] Property Owner Information: https://www.addtruckparking.com [https://www.addtruckparking.com] About Inside The Lane Inside The Lane is a special segment of Our Parking Industry Podcast that highlights vendors, innovators, and organizations serving the parking and transportation industries. Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Stay connected for more conversations shaping the future of parking and transportation.

Mastering Parking Presentations: Data, Audience, and End Goals

Episode Overview In this follow-up episode, Krista Olien is joined by Clyde Wilson and Leigh Thomas to reflect on their conversation with Brandon Markey, Director of Healthcare Operations at The Car Park. The team revisits Brandon’s insights on luxury customer service, healthcare valet, security awareness, data-driven presentations, and frontline training. From knowing your audience to delivering excellent service in only a few seconds, this conversation explores how parking professionals can improve both customer experience and operational communication. Why This Matters Customer service is becoming more important across every part of parking. Whether a customer is pulling into a hospital valet, calling about an online transaction, or trying to solve a parking issue in real time, the experience matters. This episode reminds listeners that service excellence starts with leadership, training, data, and awareness. What You’ll Learn * How Brandon uses data and audience-focused messaging to build effective presentations * What hospital valet operations teach the industry about exceptional customer service * Why emotional intelligence and situational awareness are critical for frontline employees * How leadership behavior influences employee performance and the customer experience * Why situational awareness is essential in service environments Key Takeaways * Data transforms opinions into fact-based decisions and requests * Effective presentations start with the audience and desired outcome * Hospital valet demonstrates the highest level of parking customer service * Strong leadership and employee support directly shape the customer experience Episode Breakdown 00:00 Introduction and recap of Brandon Markey’s episode 01:30 Developing presentations for the right audience 02:00 Using data to explain pain points 04:00 Preparing facts without over-presenting details 06:30 PAQS and data-driven decision-making 07:30 Luxury customer service in healthcare valet 11:00 Why hospital valet is uniquely challenging 13:00 Hiring and training for high-touch service roles 17:00 Emotional intelligence and service training 18:45 Leadership, respect, and employee culture 24:30 Resources for improving customer service training 26:00 Security, awareness, and reading the customer situation 28:00 Customer service in a digital parking industry 30:00 Final thoughts and practical resources 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 Clyde Wilson -Founder of TPN Consulting, bringing over four decades of industry experience and insight into parking operations, contracts, and financial performance Leigh Thomas -Project Manager with a background in mathematics and data analysis, focused on improving operational clarity and performance through 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 industry insights, podcast updates, and more.

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.