I had the distinct privilege of hearing Dr. Richard Mouw from Fullerton Theological Seminary speak on civility recently. The topic of discussion was how to disagree with respect and reverence. He relayed an experience he had while visiting a local store: driving around the lot, he finally found that coveted parking place. He didn’t realize there was a woman who had been waiting for that very space. As he pulled in, he watched her drive around to another space and felt very badly about his oversight. To correct his obvious error, he approached her to apologize and explain how awful he felt. She responded, “Just leave me alone! You have no idea what kind of day I have had.” He still apologized, and she finally turned around and said, “Thank you for your apology”.
Hearing the story, my mind raced back to parking in a hospital setting. How many times do we hear that there is great emotion attached to one parking space. To the user, that spot is access to a loved one who is sick or dying, or the space you return to after surgery. It confirmed for me what I already knew: Parking is emotional. It is more emotional than financial.
It is no wonder that with the inclusion of a wayfinding system in our newest structure, our patient satisfaction scores went off the chart. Those little green lights softly say to the user, “I’ve been waiting for you,” versus older structures that said, “Find me if you can.” What can we do as parking professionals to meet the emotional cost associated with our parking spaces and ease the sting and frustration that comes with it?