Success boils down to how you treat your customers and employees. I had the opportunity to read The Parking Professional’s interview with bestselling author, CEO, and green advocate Seth Goldman in the December issue (coming to your mailbox soon), and found it very insightful. Without giving away all the details of the interview, I want to discuss a few themes Goldman talks about and how they apply to parking.
The first thing he addresses is having a mission that employees at all levels can understand and get behind. Often, mission statements are written by leaders who are not out doing the job on a day-to-day basis and may not have the vision of what a frontline job could be. Getting employees’ buy-in on mission requires their involvement from the ground up. We have to give them the responsibility that will allow them to make decisions that go along with the mission, and empower them to make decisions that translate to top-notch customer service.
Goldman’s second piece of advice is to think like a customer, to ensure the services they want and need are being provided. Most times, we like to tell our customers what they want or need instead of listening to them.
Finally, he advises treating everyone equally so no one feels like an outsider in the corporate environment. This, he says, translates to parking pretty easily: cyclists tend to be relegated to the corner or an area that is under-utilized when bike storage is provided at all. Instead, create spaces that are well thought-out and will help encourage cycling. Consider bike storage that is secure, covered, and close to the front door; lockers and showers; and having a vending machine that dispenses tubes, batteries, or other bicycle-related items to allow quick fix before the ride home. The return on investment for these services will be high; bike infrastructure is inexpensive and employees who bike to work are in better health and less stressed when arriving to work than those who commute by car.
I hope you’ll take time to read the interview with Seth Goldman in the December issue of The Parking Professional. Finding your mission can be as easy as looking toward your employees and customers, and not just looking at the bottom line.