How do you build a global parking company from a small town in New Zealand? For Shareena, the answer involved a lot of plane rides, a lot of late nights, and a willingness to back herself. She left her young daughters at the airport more times than she can count, installed sensors herself in downtown LA in heels and a suitcase, and closed her first city deal (4,500 spaces) before her team really knew what they were doing. Sixteen years later, that first client is still with her.

Shareena grew up entrepreneurial. Her father is a self-described "crazy inventor" who pulled her into the workshop early and taught her to chase ideas no one else was working on. Before Frogparking, she sold satellite tracking software to aviation customers back when prospects would squint at the sky and ask, "Where is the cloud?" When she and her dad turned their attention to parking, the industry was still chalking tires. They saw an opening.

In 2025, Frogparking was acquired by Towne, where it became the foundation of Nexity by Towne, the industry’s first fully integrated parking and mobility platform delivered by a single provider. Shareena now leads design and development, integration, and ongoing growth, with her sights set on what she calls "world domination" and a billion-dollar company.

Key Takeaways

1.     Solve real problems, and growth follows. Frogparking grew because it spotted clear gaps: wardens chalking tires, clunky access control, vendor stacks duct-taped together. The team built technology that answered customer pain directly.

2.     Focus beats everything. Shareena’s playbook is relentless focus on the right strategic deals, the right customers, and a reputation worth protecting. Reputation, she says, is "absolutely critical."

3.     Integration is the future of parking. A patchwork of disconnected systems is holding the industry back. One end-to-end platform from a single provider wins day in and day out: faster operations, less revenue leakage, better user experience.

4.     Leadership is about shared purpose. Treat your team like family, bring them into the goal, and connect their work to a bigger mission. Nobody is above the job, including the CEO with a suitcase in downtown LA at midnight.

Episode Highlights

[01:00]  Meet Shareena Sandbrook and the road that led her to Towne

[02:10]  Growing up entrepreneurial in New Zealand and selling SaaS before the cloud was a thing

[04:20]  The first big city deal: 4,500 spaces, a public-private partnership, and a client still with her 16 years later

[05:00]  Pushing into the U.S. and spending half her life on a plane

[09:30]  Where the name Frogparking actually came from (hint: a sensor that looked like a frog)

[10:40]  Building reputation through relentless focus on the right strategic deals

[12:30]  Pivoting during COVID: cashless, ticketless, and patented gates that reset on impact

[17:00]  Extending the platform into parking guidance, access control, valet, enforcement, and permitting

[19:30]  Why a patchwork of fifty clunky systems is finally on its way out

[21:50]  The Towne rebrand and the launch of Nexity by Towne

[24:30]  How the team uses AI internally and in product, without making it a buzzword

[27:00]  Managing a tight, eclectic developer team (Monster energy and potato chips included)

[29:30]  What end-to-end actually looks like at Irvine Spectrum, Laguna Beach, Nike, and USC

[33:30]  Six months in: the contrast between scrappy startup life and life inside Towne

[35:30]  Leadership philosophy: family first, no titles above the work

[39:00]  Lightning round: the hardest things, the magic wand, hunting on horseback, and what she is most proud of

About the Guest

Shareena Sandbrook is the Chief Commercial Development Officer of Towne. Formerly, Sandbrook was the Co-Founder and CEO of Frogparking, a global parking technology company she co-founded with her father, Don Sandbrook, in 2009.

Under her leadership, Frogparking expanded into the U.S. and grew into one of the industry’s most advanced parking platforms, with a portfolio of over 30 patented technologies serving cities, airports, universities, and private operators across North America and Australasia.

In 2025, Frogparking was acquired by Towne, where it became the foundation of Nexity by Towne, Towne’s next-generation, end-to-end parking technology platform. Sandbrook continues to lead design and development, integration, and ongoing growth.

Karen’s career spans leadership roles at Salesforce, Cisco, and now Bazaarvoice, where she helps brands harness the authentic voice of their customers to drive loyalty and growth. 

From her early days as a research assistant to leading global customer success teams, Karen shares how listening – really listening – can transform business. The conversation dives into where companies fall short in customer feedback, how reviews influence behavior more than ever, and what service-based industries (including parking) can learn from world-class customer experience programs. 

Karen also shares what attendees of FUSION26 can look forward to in her keynote presentation, including strategies to take control of reviews with proactive growth tools, leverage user-generated content to build trust and visibility, and how to convert it all into measurable revenue and business impact. 

Key Takeaways 

1. Customer success is the purpose of the business. 
   Every role contributes to delivering value to the customer, not just a designated team. 
2. Negative Feedback is one of your most valuable assets. Unhappy customers reveal gaps in execution and often point to simple fixes with big impact. 
3. Reviews are a powerful driver of trust and conversion. More reviews increase credibility, visibility, and ultimately influence purchasing behavior. 
4. Action matters more than insight.  Collecting feedback is meaningless unless it leads to consistent, repeatable improvements. 
5. Small, intentional changes can shift perception quickly. Simple actions can dramatically improve customer sentiment. 

Episode Highlights 

[00:18] Introduction to Karen Mangia and her background in customer experience.
[02:30] Early career roots in research and understanding human behavior.     

[6:30] Transition from sales leadership into customer experience.
[08:30] Why customer success is everyone’s responsibility. 
[11:30] Inside Bazaarvoice: capturing, verifying, and scaling customer reviews.
[18:30] Why negative reviews matter and how responses build trust.
[21:30] Unlocking the “stranded value in customer feedback”.
[24:00] Practical ways to capture feedback in service-driven environments. 
[27:30] The risk of relying on a single metric like NPS.
[29:00] Why repeatability is the real measure of success.
[31:00] Case study: how fast response times changed customer perception.
[34:00] Balancing automation with human connection in customer experience.  
[39:00] The future: shifting from volume work to value-driven activities.
[41:30] What to expect from Karen’s keynote at FUSION26 

Notable Quotes 

“Unhappy customers will tell you everything you need to fix it, if you’re willing to hear it” – Karen Mangia 

Don’t let your learning lead to knowledge. Let your learning lead to action. – Karen Mangia 

Sometimes the best experience is the one the customer doesn’t even notice. It just works”– Karen Mangia 

About the Guest 

Karen Mangia is the Senior Vice President of Global Customer Success at Bazaarvoice and a recognized leader in customer experience strategy. 

With a career spanning more than two decades, Karen has held leadership roles at some of the world’s most influential technology companies, including Cisco, AT&T, and Salesforce, where she built and scaled customer experience and voice-of-the-customer programs at a global level. 

In addition to her corporate leadership, Karen is a sought-after keynote speaker and TEDx presenter, recognized for her ability to connect customer experience strategy with real-world execution. She has been named one of the Top 50 Women Leaders of Indiana. 

Karen brings a unique blend of research, sales, and operational expertise along with a deep belief that when organizations truly listen to their customers, they unlock powerful opportunities for growth, trust, and long-term success. 

People don’t often plan on starting out in our industry, but once they get in, it’s hard to get out. Neil planned on being a sportswriter, but an assistant manager job at a valet parking operation in college introduced Neil to the parking industry. Now, after 30 years, Neil shares the lessons learned from saying “yes” to the right opportunities. 

Neil and Brian discuss the intricacies of managing massive auxiliary operations – including parking, food service, housing, and transportation. Through all his experiences and all his teams, Neil explains why success ultimately comes down to people, process, and technology. 

Neil brings calm leadership under pressure, a servant’s heart, and commitment to success in every opportunity faced over his career. 

Key Takeaways 

1. Careers aren’t linear – lean into opportunity. 
   Neil’s path in and out of parking shows that diverse experiences often create the strongest leaders. 
2. People, process, and technology are the foundation of great operations. No matter the scale, these three pillars keep everything running. 
3. You don’t get thanked in this business – and that’s okay. Success in parking and auxiliary services requires internal motivation, not external validation. 
4. Short-term clarity beats long-term guessing.   Neil emphasizes focusing on 2–3-year planning cycles rather than overly rigid 10–15-year forecasts. 
5. Leadership is about positioning, not controlling everything. Understanding priorities from both above and below determines where leaders should focus their energy. 

Episode Highlights 

[02:18] Neil shares how he accidentally entered the parking industry through valet operations.
[03:48] Neil leaves the parking industry – and gets pulled back in (twice).       
[6:18] The transition to MD Anderson and the stark differences between entertainment parking and healthcare. 

[07:48] Expanding into auxiliary services: food, housing, transportation, and more.
[10:18] Neil’s return to parking leadership at the University of Houston.                               
[18:48] How Neil manages large teams (200+ employees) and complex operations.               
[22:18] Neil’s leadership philosophy: listening, prioritizing, and aligning with organizational goals 
[29:18] Why long-term planning often fails – and what to do instead. 

[31:48] The importance of hybrid operating models in parking and auxiliary services.
[36:48] Retirement, reinvention, and joining Reimagined Parking. 

[36:48] Neil’s new role and his approach to learning the industry from a national perspective. 

Notable Quotes 

“Every decision you make today affects years down the road.” – Neil Hart 

“I never want to be the smartest person in the room. I want to be surrounded by people who challenge.” – Neil Hart 

“You can’t fall out of a basement.”  – Neil Hart  

About the Guest 

Neil Hart is the Vice President of University Operations at Reimagined Parking, bringing over three decades of leadership experience in parking, healthcare, and higher education.  

He has held senior roles at MD Anderson Cancer Center, the University of Texas Medical Branch, and the University of Houston, here he oversaw large-scale parking and auxiliary operations including transportation, food service, housing, and recreation. 

Known for his operational expertise and people-first leadership style, Neil is passionate about building strong teams, improving processes, and helping organizations navigate the evolving landscape of parking and mobility. 

Founded in 1950 by Keith’s grandparents in San Diego, ACE Parking began as a dirt lot charging 25 cents for a parking spot. Today, the company operates across the country and stands as one of the most respected organizations in the industry. 

Keith shares his journey, beginning with an early interest in customer experience. From directing traffic in stadium parking lots at 10 years old to leading ACE for more than two decades, Keith has a lifelong fascination with parking. The conversation shifts to servant leadership, defining and living by true integrity, navigating technological disruption, and balancing innovation with the long-term responsibility of a family-operated company. 

Keith leads ACE Parking by effectively balancing future ambition with current realities, while ensuring ACE Parking remains a strong pillar of the San Diego and other communities. 

Key Takeaways 

1. Family businesses are built on responsibility. 
   Keith reflects on ACE Parking’s origins and the responsibility of leading a business so ingrained in a city’s fabric for generations. 
2. Innovation must balance vision with reality. Keith's “Today, Tomorrow, and Tomorrow Land” framework highlights the challenge of deploying technology with benefits today while still preparing for what may come. 
3. Technology is only as good as the people behind it. AI may automate operations, but trained humans remain essential to making technology work effectively. 
4. Integrity creates long-term stability.Keith emphasizes structural soundness to build organizations that can withstand disruption and continue serving clients. 
5. Culture and leadership shape the future of organizations. 
   Companies must remain nimble, adaptable, and grounded to thrive in the coming future. 

Episode Highlights 

[02:45] ACE Parking’s origins beginning with a dirt lot to a national mobility company.
[06:30] Keith’s first job in parking: directing traffic at an NFL stadium as a child.
[10:30] Learning servant leadership while navigating the challenges of joining a family business.[15:00] How ACE evaluates technology partners and the importance of long-term commitment.
[18:00] The importance of building a “long road play” organization focused on stability and integrity.
[21:00] Early innovations that transformed operations down the road                    [36:00] The “Today, Tomorrow, Tomorrowland” framework
[41:00] AI’s impact on parking and how technology must enhance, not replace, the human experience
[46:30] What separates companies that will survive the next decade and those that won’t.
[53:00] The story behind ACE Parking’s “Park for Pink” program and the personal journey that inspired it. 

Notable Quotes 

“Integrity to me means structural soundness.” – Keith Jones 

“We need to solve the world of tomorrow while pointing toward Tomorrowland.” – Keith Jones 

“We’re not in the customer service business – we’re often in the customer service recovery business.” – Keith Jones  

With responsibility for 18,000+ parking spaces, 10 garages, 34 bus transit systems and a 60+ person team, Dr. Teal-Tate understands firsthand that parking and transportation is mission-critical infrastructure. Dr. Teal-Tate brings a 25-year journey shaped by grit, data-driven leadership, cross-campus collaboration, and a commitment to student success. 

From earning three degrees to leading a dynamic team, rolling out transformational parking changes, and defining mobility at a flagship university, Dr. Teal-Tate shares what it takes to lead a complex operation in higher education. 

Key Takeaways 

1. Parking is the first and last impression of a campus. 
   Dr. Teal-Tate shares the importance transportation plays in enrollment, research, athletics, and overall student experience. 
2. Engineering mindsets change leadership decisions. 
   Dr. Teal-Tate’s mechanical engineering background enables data-driven data, financial modeling, and strategic master planning. 
3. Challenges universities face: real estate and costs. 
   Land constraints and cost realities make expanding and decision making a planned action. 
4. Change requires both courage and communication. 
   Leaning on a team and prioritizing innovation and technology will benefit the student experience. 
5. Vulnerability is a leadership strength. 
   Dr. Teal-Tate shares why humility and mentorship are central to her growth. 

Episode Highlights 

[03:30] Dr. Teal-Tate shares her entry into parking started at a booth.
[06:30] How mechanical engineering shaped her analytical leadership style.
[10:45] The moment of realization that parking is mission-critical infrastructure. [12:45] Operating at 30,000 feet while empowering her team to lead.
[17:45] Managing large campus events through real-time command posts and adaptive strategy.
[26:00] Why “just build more garages” isn’t financially simple.
[32:00] Transformational changes that reduced garage congestion.
[35:45] The lightbulb moment: campus leaders didn’t know what parking already offered.
[39:30] The nine-year doctoral journey and rewriting 200 pages in six months.
[42:00] Lightning round: hardest life challenges and magic wand fixes. 

Notable Quotes 

“Parking and transportation is the first and last impression of the campus experience.” – Dr. Tanara Teal-Tate 

“In order for me to grow, I have to let myself know that it’s okay to not know.” – Dr. Tanara Teal-Tate 

“No problem is beneath me. I’m here to tackle this problem.” – Dr. Tanara Teal-Tate 

Kevin shares insight from his first year as the CEO & Publisher of Parking Today Media, including the innovations made to PIE 2026. PIE 2026 is held in Dallas, Texas, from March 30th- April 2nd. Kevin and Brian discuss the challenges associated with taking over an established media publication, and how Kevin’s idea of honoring legends of the parking industry will create a legacy for years to come. 

Kevin isn’t afraid to admit that his journey with Parking Today Media has been an uphill battle. However, his grit and determination have fueled the many successes Parking Today Media has enjoyed over the past two years. Tune in to learn more about the Kevin’s leadership mindset, and the can’t miss action that will take place at PIE 2026.  

Additionally, listeners of Harder Than It Looks can use the code HTIL100 to get 100% off a standard registration for PIE 2026. 

Key Takeaways 

1. Success takes time 
   Although Kevin is experienced in the industry, Parking Today Media still experienced challenges and growing pains. 
2. A notable shift in a legendary tradeshow 
   PIE 2026 will be held in Dallas, Texas, this year. It will feature many new characteristics while still honoring the legacy that PIE has. 
3. Staying impartial as a media company 
   Parking Today Media works hard to be purely informative in its copy and deliverables, focusing on giving parking professionals a reliable source of news. 
4. Trusting team members  
   Kevin acknowledges the hard and diligent work of his team and how bringing on key personnel has improved team dynamics and Parking Today Media output. 

Episode Highlights 

[00:00:00] Brian introduces Kevin Uhlenhaker and reflects on his first full year leading Parking Today during its 30th anniversary milestone. 

[00:01:31] Kevin admits, “It really has been harder than it looks,” describing the steep learning curve of running a media company. 

[00:04:00] The surprising reach and personal impact of Parking Today across industry careers. 

[00:05:00] Reframing parking for outsiders: worst parking experience vs. best parking experience. 

[00:09:00] The weight of visibility: why leading Parking Today carries higher stakes than past ventures. 

[00:10:00] Responsibility of independence—tackling hard industry conversations. 

[00:18:00] Leadership lessons: making hard decisions, evolving skill sets, and understanding industry nuance. 

[00:21:00] Modernizing Parking Today while honoring its legacy—new editor, tech stack overhaul, and integration of ParkNews. 

[00:27:00] Why Dallas? Accessibility, neutrality, affordability, and thoughtful event design. 

[00:31:00] New PI content structure—segment-focused tracks and curated industry-wide topics. 

[00:37:00] What success looks like for PI 2026: feeling welcome, connected, and among “parking family.” 

[00:41:00] How Hall of Fame inductees are selected—rubric, independence, and impact. 

[00:49:00] Startup mode: why there’s little spare time during this reinvention phase. 

[00:52:00] What Kevin is most proud of—his family’s support and shared sacrifice behind Parking Today. 

[00:54:00] Special offer: PI 2026 promo code (HTIL100) for Harder Than It Looks listeners. 

Notable Quotes 

“Some of the strengths that allow you to lead at one stage become the weaknesses at the next”– Kevin Uhlenhaker 

“We’re not on anyone’s side. We’re on everyone’s side – Kevin Uhlenhaker 

“We want PIE to be something you experience because you’re there – Kevin Uhlenhaker
 

About the Guest 

Kevin Uhlenhaker is the CEO & Publisher of Parking Today Media. He brings 25+ years experience in the parking industry to the table. An accomplished entrepreneur, Kevin has co-founded and led multiple parking technology companies through inception to acquisition. He has been the CEO & Publisher of Parking Today Media for two years, taking the company, and the Parking Industry Expo (PIE) to new levels. 

From starting in a parking booth at the University of Wisconsin–Milwaukee to helping build T2 Systems during its high-growth years - and now leading professional services, support, account management, and marketing at TEZ - Maggie shares the leadership lessons that shaped her journey.

This conversation dives deep into adaptive leadership, managing complex implementations, staying calm in conflict, and why collaboration isn’t just a buzzword - it’s a survival skill in parking.

Key Takeaways from this Episode:

Adaptive Leadership Is Non-Negotiable:
There’s no such thing as one leadership style. The best leaders flex between servant, democratic, transformational, transactional, and even autocratic styles depending on the situation and the people involved.

Collaboration Drives Culture:
Maggie believes collaboration is the engine behind high-performing teams. Breaking down silos - especially between client-facing departments - is essential for delivering exceptional customer experiences.

Complex Projects Require Grit and Structure:
Successful implementations hinge on change management, clear expectations, strong project ownership, and customer buy-in. Without those, even the best technology can struggle.

Calm Is a Leadership Superpower:
From handling parking ticket appeals to managing executive-level conflict, Maggie shares why staying centered under pressure often determines the outcome.

Parking Is Bigger Than People Think:
Over three decades, Maggie has seen the industry evolve from hanging meters and coin payments to mobile apps and AI-driven systems - and she believes the next wave of innovation will further transform the customer experience.

Episode Highlights:

[00:00:00] Meet Maggie Vercoe – COO of TEZ Technology and 30-year parking veteran
[00:02:00] From parking booth to T2 Systems: the unexpected career path
[00:04:00] Building culture at T2 – what made it special
[00:06:30] Why “being present” is the secret ingredient of leadership
[00:11:00] Handling conflict at the counter – lessons in staying calm
[00:14:00] Adaptive leadership: the six styles every leader should know
[00:19:00] Managing client-facing departments without silos
[00:23:00] Why Maggie loves complex implementations
[00:24:45] The biggest mistakes organizations make during major rollouts
[00:28:30] Women in Parking, Allyship, and industry leadership
[00:33:00] Technology trends – AI, mobile, and the evolution of customer experience
[00:35:00] What’s new at TEZ – platform upgrades and a major valet innovation at DFW
[00:39:00] Lightning Round – collaboration, brisket, and eliminating parking meters

Notable Quotes:

“If you have one leadership style, you’re probably not a very good leader.”

“You almost want to be ignored in parking. If you’re being ignored, it means you’re doing a good job.”

“You have to be comfortable in the uncomfortable to get to what’s on the other side.”

About Maggie Vercoe:

Maggie Vercoe is the Chief Operating Officer at TEZ Technology, where she oversees professional services, support, account management, and marketing. With over 30 years in the parking and mobility industry, Maggie began her career at the University of Wisconsin–Milwaukee before joining T2 Systems in 1999, where she helped shape customer experience and organizational growth during a pivotal era in parking technology.

Maggie is actively involved in industry leadership initiatives, including IPMI’s Allyship Committee, Women in Parking, Women in Technology, and the National Parking Association Board of Directors.

Connect with Parker Technology:

Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com or email us at getstarted@parkertechnology.com.

One night at 3 a.m., overwhelmed and searching for answers, Susan pressed play on an episode of this podcast featuring SBA lending expert Sue Malone. What she heard changed everything. That moment set her on a path to secure SBA funding, grow CTS, and redefine what’s possible in credentialing and consumables for airports, municipalities, universities, manufacturers, and operators nationwide.

Her story is one of grit, reinvention, technical ingenuity, and unwavering resilience. From her early career in Spain to building CTS during the pandemic to pioneering Cole Cube – an automated on-site supply solution – Susan takes us inside the innovations and mindset that fuel her success.

Key Takeaways

1. A single moment can change the trajectory of a business.
   Susan’s 3 a.m. discovery of Sue Malone sparked the SBA funding journey that kept CTS alive and growing.
2. Consumables aren’t commodities – they’re a service.
   Susan explains how CTS reframes tickets and credentials as an ongoing service model, not a one-off product.
3. Innovation is born from necessity.
   Cole Cube, her automated on-site ticket supply room, was created to solve supply chain chaos during the pandemic.
4. Relationships built over decades matter.
   Susan credits much of CTS’s early success to the trust she developed throughout her 20 years in parking.
5. Persistence and patience are powerful business tools.
   Her path through fear, self-doubt, and uncertainty shows what happens when you refuse to give up.

Episode Highlights

[00:00:21] Brian opens with the story of how Susan found the Sue Malone episode in the middle of the night.
[01:31] Susan begins her story – from Spain to software to an unexpected entry into parking.
[02:27] How a headhunter, a misspelled “Azusa,” and a manufacturer changed her career path.
[06:11] Building 20 years of relationships across airports, municipalities, and operators.
[07:42] The 2019 company sale and early pandemic layoffs.
[09:21] Becoming a full-time homeschool teacher while job hunting in a frozen market.
[10:01–12:16] The decision to take control and start CTS during the pandemic.
[12:16–17:40] The 3 a.m. night, the Harder Than It Looks episode, and connecting with Sue Malone.
[18:56] The emotional weight of the SBA approval and what it unlocked.
[21:50–23:03] Supplying the Embarcadero garages and SFMTA’s 21 San Francisco locations.
[25:34] Signs of life for CTS during the pandemic: airports, hospitals, and essential services.
[27:19] Why CTS is different – consumables as a managed service.
[29:53] Cole Cube: the automated, on-site ticket supply room.
[33:10–35:13] How Cole Cube was conceived by examining empty server rooms in garages.
[35:45] What’s next: an LA-based Cole Cube, robotics, and credentialing technology.
[37:40] Why small business partnerships matter in the industry.
[39:29] What experience has taught her about solving big problems.
[42:02–49:30] Lightning round: favorite phrases, hardest moments, proudest achievements.

Notable Quotes

“I wasn’t sleeping. I couldn’t get funding. But I wasn’t giving up. I’ve never given up.” – Susan Cole

“You can’t just deliver a product. There has to be a service behind it.” – Susan Cole

“There are many roads to Rome - you just have to stick to one and keep going.” – Susan Cole

About the Guest

Susan Cole is the Founder & CEO of Cole Ticket Solutions (CTS), a woman-owned, ACDBE-certified business providing tickets, credentials, and consumables for airports, municipalities, operators, manufacturers, and transportation systems across North America.

With 20+ years in the parking industry and deep experience in supply chain, credentialing, and automation, Susan is known for pushing boundaries - from launching CTS during the pandemic to creating the innovative Cole Cube supply model in San Francisco and Los Angeles.

Jeff brings a unique perspective - challenging the idea that “more parking” equals “more progress.” He shares lessons from two decades helping towns revitalize, the emotional roots of civic decline, and why action is the antidote to apathy. 

The discussion touches on leadership, walkability, car culture, and how the health of a place directly impacts the health of its people. Whether you agree or disagree, this episode will make you rethink what really makes a city thrive. 

Key Takeaways: 

• Apathy, not infrastructure, is often the real cause of civic decline. 
• Parking is a utility, not a destination. Cities thrive when they build for people first, not cars. 
• “Raise your standards” - better places begin with higher expectations from leaders and residents alike. 
• Action cures apathy. Real progress starts with simple, visible change - planting flowers, picking up trash, cleaning sidewalks. 
• Good design is good health. Where we live shapes our physical and mental well-being more than we realize. 

Main Topics & Timestamps: 

[3:30] Jeff's background growing up in a struggling rust belt town 

[8:45] Career path from Main Street director to revitalization consultant   

[12:20] Signs of community health vs. decline 

[16:15] Root causes: Apathy vs. technical problems 

[22:30] Breaking through apathy with small actions 

[28:45] The problem with obsessing over parking  

[35:20] Why great places don't need abundant parking 

[42:10] How cities should think about parking as a utility 

[48:30] New urbanism and walkable communities 

[52:15] Community transformation success stories 

[58:40] Design principles for parking in cities 

[64:20] What separates progressing vs. stuck communities 

[68:30] Hope for the future of towns and cities 

About Jeff Siegler: 

Jeff Siegler is an urbanist author and founder of Revitalize or Die; a consulting firm focused on helping revitalize struggling towns and cities. Jeff has been working in revitalization for the past two decades, including time serving as a Main Street as well as a statewide Main Street coordinator. He is also an elected commissioner in Pennsylvania, serving Pittsburgh proper. Jeff published his first book, “Your City is Sick” in 2023. 

These industry veterans share insights on leadership, technology integration, and maintaining company culture in the evolving parking industry.

Key Takeaways:

1. Technology should enhance, not replace human service

2. Consistency in leadership builds trust and predictability

3. An agnostic technology approach provides flexibility to adopt best solutions

4. Front-line experience shapes better leadership decisions

5. Preserving company culture during growth requires intentional effort

Episode Highlights:

[00:00:00] Introduction and guest backgrounds

[00:03:06] Dave's career journey from car rental to parking

[00:08:28] Rafael's parking career beginning at age 17

[00:12:00] Leadership lessons from customer service industries

[00:20:00] PCI's "AI plus human touch" philosophy explained

[00:27:00] Overview of PCI's Breeze technology platform

[00:36:00] Leadership principles and managing change

[00:41:00] Next generation leadership requirements in parking

[00:47:00] Lightning round of personal questions

[01:00:00] What Dave and Rafael are most proud of professionally

About our Guests:

Dave Mueller is President of Parking Concepts Inc. (PCI), bringing over 40 years of experience in the car rental and parking industries. He joined PCI in 2006 and has been instrumental in the company's growth and cultural preservation.

Rafael Abanilla is Senior Vice President of Operations and Innovation at PCI, with 25 years of experience in parking and mobility. He oversees high-profile portfolios and drives PCI's innovation strategy through their proprietary Breeze technology suite.

Dean shares his remarkable journey from entrepreneurial beginnings to leading a team of over 300 employees at one of the busiest airports in the world. Dean offers insights on building organizational culture, driving innovation, and developing employees. His people-first leadership approach has resulted in the highest engagement scores at DFW, despite overseeing some of the lowest-paid frontline workers.

Key Takeaways:

1. Hire for heart first, skills second

2. Build strong cross-functional relationships before you need them

3. Empower employees through voluntary engagement teams and peer recognition

4. Implement one-on-one development conversations at all levels

5. Align innovation with both customer experience and employee focus

Episode Highlights:

[00:00:00] Introduction and Dean Ahmad's background

[00:02:49] Dean's entrepreneurial beginnings in antiques and furniture

[00:08:00] Career transition to airport parking industry

[00:14:00] Leadership philosophy and importance of relationships

[00:19:00] Organizational alignment strategies and town halls

[00:25:00] Hiring philosophy and employee development approach

[00:28:00] Implementation of frontline development plans

[00:33:00] Employee engagement programs and Emmy Awards

[00:39:00] Innovation approach and cashless implementation

[00:43:00] Lightning round questions

[00:47:00] Dean's vision for improving public perception of parking

[00:52:00] What Dean is most proud of in his career

About Dean Ahmad:

Dean Ahmad is the Vice President of Parking and Transportation at Dallas-Fort Worth Airport (DFW). With over 27 years of experience in customer service and marketing, Dean leads a team of 300+ employees, overseeing strategic direction and customer service efforts within the airport. His accomplishments include implementing the first yield management system in a US airport and creating the world's largest valet parking operation.

Gabe brings over two decades of experience in the parking and transportation industries. Gabe shares insights from his time in commercial parking operations to leading transportation services at one of America's largest universities. He offers a candid look at the challenges and opportunities facing parking professionals today, from event management to embracing new technologies. 

Key Takeaways: 

1. Leadership in parking requires taking responsibility for team failures while celebrating collective successes 

2. Customer experience should drive operations, not the other way around 

3. Effective event parking management requires equal focus on ingress and egress  

4. The role of parking directors is evolving to include multimodal mobility, real estate management, and broader business operations 

5. Hiring practices in the industry need modernization to attract and retain talent 

Episode Highlights: 

[00:00:00] Introduction and Gabe's background 

[00:03:33] Gabe's career journey starting in 2001 

[00:08:00] Transition from Arizona State to UW Madison 

[00:15:30] Early leadership challenges and lessons learned 

[00:20:00] Overview of UW Madison parking operations 

[00:28:00] Event parking strategies and innovations 

[00:34:00] Balancing operational efficiency with customer experience 

[00:36:00] Universities' role in smart mobility technology adoption 

[00:39:00] Industry challenges: succession planning and hiring 

[00:43:00] The future of parking director roles 

[00:47:00] Lightning round questions 

About Gabe Mendez: 

Gabe Mendez, PTMP, has served as the Director of Transportation Operations at the University of Wisconsin-Madison since August 2020. With a career spanning over two decades in the parking, transportation, and mobility industry, Gabe brings experience from commercial, municipal, and academic sectors. He is an active member of several professional organizations including the International Parking and Mobility Institute (IPMI) where he serves on the board of directors. 

Bob and James discuss the challenges of integrating modern technology into legacy parking systems, the potential of AI in improving customer service, and why pairing tech innovators with parking industry veterans is crucial for success. This conversation is a must-listen for anyone interested in the future of parking technology and operations.

Key Takeaways:

1. Pairing outside tech talent with parking industry veterans is essential for successful innovation

2. The parking industry still relies on outdated technologies, creating challenges for modernization

3. AI implementation should be problem-focused, not just adopted for the sake of being trendy

4. Integration between parking vendors remains a significant challenge due to incompatible systems

5. Data quality and governance are critical for successful AI implementation in parking operations

Episode Highlights:

[00:00:00] Introduction and guest backgrounds

[00:03:41] The importance of pairing outside talent with parking expertise

[00:04:10] Technology gaps and legacy systems in parking

[00:06:22] Integration challenges between parking vendors

[00:13:00] Managing gaps between parking solutions

[00:18:05] AI implementation philosophy and strategies

[00:20:00] Ohio State's complex parking system as an AI use case

[00:24:00] James's AI experimentation and platform changes

[00:27:42] Business cases for AI in parking operations

[00:35:28] Optimism about parking technology's future

"If you're the parking person, get the non-parking person. If you're the non-parking person, think about getting a parking person. Really that combination can help us grow." - Bob Murray

For more information, visit www.parkertechnology.com

Key Takeaways: 

1. Authentic leadership rooted in diverse industry experience builds credibility and relatability 
2. Unifying company culture requires breaking down silos between branches and corporate 
3. Empower employees to make customer-centric decisions based on empathy 
4. While technology streamlines operations, human interaction remains crucial for customer satisfaction 
5. Personal and professional growth comes from embracing mentorship and new challenges 

Episode Highlights: 

[00:02:29] Greg's childhood and early career path 

[00:08:00] Entering the parking industry under mentor Henry Allen 

[00:14:00] Joining Amano McGann and rising through the ranks 

[00:18:00] Navigating company restructuring and COVID-19 challenges  

[00:20:00] Vision for continuous improvement as new CEO 

[00:28:00] Balancing innovation and customer experience 

[00:39:00] Community involvement with Bridge of Unity nonprofit 

[00:46:00] Lightning round questions on leadership and life 

Notable Quotes: 

"Nothing happens till somebody sells something." - Greg's signature phrase 

"When the magic really happens is when folks that aren't on your payroll start selling for you." - On building customer advocacy 

Resources Mentioned: 

- Amano McGann, Inc. (AMI) - www.amanomcgann.com 

- Bridge of Unity nonprofit

About Greg Brewer: 

Greg Brewer is the President and CEO of Amano McGann, Inc., a leading provider of parking access and revenue control systems. With over 20 years of experience in the parking industry, Greg has worked his way up from service technician to sales roles to executive leadership. He is passionate about authentic leadership, continuous improvement, and giving back to his community. 

Contact Information: 

• Email: greg.brewer@amanomcgann.com 
• LinkedIn: Greg Brewer 

To learn more about Parker Technology, visit parkertechnology.com 

Guest: James Paden, Chief Product Officer at Parker Technology 

Key Takeaways: 

1. AI is transforming parking, but still faces hurdles, especially in voice/audio applications 
2. Parking is surprisingly cutting-edge in some AI applications like license plate recognition 
3. AI will augment rather than fully replace human customer service in parking 
4. Successful AI implementation requires balancing speed, accuracy, and user experience 
5. Rapid technological change in parking is creating new opportunities for innovation 

Episode Highlights: 
[00:01:00] Introduction to James Paden and his background 
[00:04:08] James' journey to Parker Technology 
[00:07:00] The unique position of Parker in the AI landscape 
[00:11:24] Challenges of implementing voice AI in parking environments 
[00:15:40] The state of AI in the parking industry 
[00:21:16] How AI is changing software development and business operations 
[00:25:00] The future of license plate recognition and ticketing 
[00:30:24] Will AI replace customer service reps? 
[00:33:41] Lightning Round Q&A 
[00:54:13] James' vision for improving parking garages 
[00:58:46] The importance of company culture in retention 

Notable Quotes: 
"AI's not going to replace you, but somebody else using AI will." 

"I think people overestimate what AI can do today when they talk about sprinkling magic AI fairy dust on top of things. And then simultaneously there's a whole bunch of people who underestimate what is actually possible and where that technology is." 

"We're uniquely placed to be able to do that. And yes, I think AI will get to a point where AI can assist with 80% of frontline parking problems someday. You know, or, or maybe it's 60% or maybe it's 90, I don't know, right? But a high percentage. But what that means is there's still a decent chunk left over and you have to have a person to assist with that." 

Contact James Paden:
Email: james.paden@parkertechnology.com 
LinkedIn: https://www.linkedin.com/in/jamespaden/ 

Learn more about Parker Technology:
Website: www.parkertechnology.com 
LinkedIn: https://www.linkedin.com/company/parker-technology-llc/ 

Key Takeaways 

• AI, LPR, and cashless tech are gaining momentum 
• Small operators are creating big impact with service and speed 
• Public education is key to addressing parking complaints 
• Drones, signage strategy, and predictive analytics are shaping the future 

Featured Guests: 

• 00:54 – Tiffany Wells (Bethlehem Parking Authority) 
• 03:16 – Larry Cohen, PTMP (Lancaster Parking Authority) 
• 11:03 – Haas Khalfan (Signs and Decal Corp)  
• 14:50 – John Morgan (PMT Consulting) 
• 25:40 – Corinne Zurcher (Pivot Parking) 
• 29:14 – James McDyre, MPA, PTMP (Penn State) 
• 30:39 – Luke Anderson (Penn State) 
• 33:46 – Gabe Mendez, PTMP (UW-Madison, IPMI Board) 
• 40:14 – Marlene Cramer, PTMP (Cal Poly SLO, IPMI Board) 

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 
• YouTube 

Connect with Parker Technology: 

Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com 

Or email us: getstarted@parkertechnology.com 

Jeff’s journey started in Pittsburgh and evolved from air conditioning sales to pioneering lighting solutions – and finally to developing the world’s first fully integrated wireless parking guidance system. With multiple patents, a knack for invention (yes, even soda packaging), and a passion for helping others grow, Jeff opens up about the risks, the pivots, and the purpose that drive his work. 

This conversation is packed with practical wisdom on engineering innovation, entrepreneurial perseverance, and the power of staying focused when the world says to diversify. 

Key Takeaways: 

• How failure, tariffs, and COVID unlocked ECO’s best years 
• The value of in-person collaboration in tech innovation 
• What Google saw in ECO Parking Tech – and why they bet on it 
• Leading with faith, humility, and a problem-solver’s mindset 

Episode Highlights: 

[00:00:00] Meet Jeff Pinyot – president, engineer, and ECO Parking Tech founder 
[00:02:00] From Pittsburgh to Pitt to patents – Jeff’s early life and path 
[00:03:30] Launching Level Solutions and discovering the future in lighting 
[00:05:10] The pivot to parking: listening to the market, but building it better 
[00:06:45] How tariffs and Chinese imports forced a strategic shift 
[00:08:00] Going wireless: the thinking behind Falcon Vision 
[00:10:10] The power of being in-person: collaboration as a secret weapon 
[00:13:30] LED isn’t magic – it’s math and laser-like focus 
[00:14:30] Patents, IP strategy, and why software is the soul of the product 
[00:16:00] The “two-can” patent – and a (literally) sticky pitch to Pepsi 
[00:18:00] Leadership style: deep-end learning and leading by watching 
[00:20:00] Winning Fountainbleu with humility – and bringing his son 
[00:22:00] Writing 150+ “Marketing Minutes” – and why his first kiss article stands out 
[00:26:30] Jeff’s approach to faith, business values, and ethical competition 
[00:28:30] Working with Google and building the backbone for national parking tech 
[00:31:30] Pittsburgh pride, the Steelers, and what it means to stay loyal 

About Jeff Pinyot: 

Jeff Pinyot is the president and co-founder of ECO Parking Technologies, creators of the Falcon Vision guidance system – the world’s first wireless, integrated light-based parking guidance solution. A civil engineering graduate from the University of Pittsburgh, Jeff is a serial innovator, author of over 150 articles, and a proud family man. His faith-driven leadership style and collaborative mindset have helped ECO grow through adversity into one of the most respected names in parking tech. 

Learn more at www.parkertechnology.com
Contact: getstarted@parkertechnology.com 

Kenzie shares behind-the-scenes stories about transforming emotionally charged parking environments, navigating complex municipal politics, and balancing leadership with vulnerability. Listen in to learn why "parking is never just about parking," and how understanding human dynamics can drive operational success. 

Key Takeaways: 

• How to successfully introduce paid parking despite public resistance 
• Navigating politics and internal silos within municipal projects 
• Balancing decisive leadership with openness and vulnerability 
• Strategic planning tactics to define clear measures of success 
• How to empower your team by connecting daily actions to larger goals 

Episode Highlights: 

• [00:00:00] Meet Kenzie Coulson – parking innovator and mobility consultant 
• [00:02:31] Kenzie's unexpected start in parking management in Alaska 
• [00:05:18] Leading transportation logistics for Sundance Film Festival 
• [00:08:25] How Park City launched paid parking amid heavy resistance 
• [00:11:13] Overhauling City Creek's massive 13,000-space facility 
• [00:13:22] Navigating the challenge of introducing emotionally charged change 
• [00:16:06] Effective strategies for breaking down organizational silos 
• [00:18:09] The surprising power of vulnerability in leadership 
• [00:20:07] Frameworks for successful strategic planning and implementation 
• [00:22:37] Defining success in parking: deciding what matters most 
• [00:26:06] Techniques to reduce negativity and boost team morale 
• [00:32:30] Why great leaders redefine timelines and success metrics 
• [00:34:25] Leadership vs. management – and why you need both 
• [00:36:44] Empowerment in action: connecting frontline decisions to the big picture 
• [00:42:08] Lightning Round 

About Kenzie Coulson: 

Kenzie Coulson is a Parking and Mobility Consultant at Walker Consultants, with over 25 years of experience transforming complex parking operations. She led groundbreaking projects including Park City Municipal’s paid parking implementation and Salt Lake City’s City Creek parking facility overhaul. Known for her strategic acumen and empathetic leadership style, Kenzie empowers municipalities and private operators nationwide to turn parking challenges into success stories. 

Learn more at www.parkertechnology.com
Contact: getstarted@parkertechnology.com 

After being denied a loan for her own business, Sue took matters into her own hands. The result? Over 41,000 SBA loans funded to date - with a mission to reach 100,000. She shares unfiltered stories from her early parking days (car thefts, Bondo, and FBI calls), her journey into small business advocacy, and why she’s built a career on empowering veterans, women, and underrepresented entrepreneurs. 

This conversation is a masterclass in grit, civic leadership, and the power of saying “yes” when the world says “no.” 

Key Takeaways: 

• Turning Loan Rejection into a Scalable Lending Model 
• Identifying Underserved Markets at Scale 
• Building Infrastructure for Capital Access 
• Strategic Investment in High-Impact Startups 
• Influencing Policy for Entrepreneurial Growth 

Episode Highlights: 

• [00:00:00] Meet Sue Malone - SBA legend & parking pioneer 
• [00:02:36] Childhood obsession with how business works 
• [00:04:08] Running garages & launching a nonprofit ice cream stand 
• [00:05:00] Russian car thieves and the “Killer Car” story 
• [00:06:13] Denied a loan - and built a lending movement 
• [00:09:00] Collaborating with local banks to expand access 
• [00:10:56] SBA loans: What they are & why they matter 
• [00:11:16] How she discovered Ocra and fought for their spot 
• [00:15:40] Appalachia success stories: looms, knitwear, Greek food 
• [00:17:34] Launching businesses for veterans - including a tattoo shop 
• [00:19:40] Sue’s philosophy on fear - and how it limits us 
• [00:21:16] Getting bipartisan legislation passed behind the scenes 
• [00:23:32] Pushing to fix the R&D tax credit 
• [00:25:00] Queen of Bondo: wild garage stories & labor negotiations 
• [00:28:00] Her biggest missed deal - and why she’ll never play it safe again 
• [00:30:24] Civility in business: competitors, kindness & professionalism 
• [00:33:41] Lightning Round 

About Sue Malone: 

Sue Malone is President of Strategies for Small Business and one of the most impactful SBA lenders in America. Since 2001, she has funded over 41,000 loans and helped entrepreneurs across all 50 states - with a mission to support underserved, minority, women, and veteran-owned businesses. 

She is also the founder of NationalLienLaw.com, co-founder of VetPower.org, and sits on national boards including the Long Beach Accelerator, Ocra, and the National Forum on Diversity in Construction. A former commercial real estate executive and parking operator, Sue holds an MBA from St. Mary’s College and is a fierce advocate for entrepreneurs who are willing to work for their dreams. 

Resources: 

• Strategies for Small Business 
• National Lien Law 
• VetPower.org 

Learn more at www.parkertechnology.com
Contact: getstarted@parkertechnology.com 

He shares why parking is far more complex than most outsiders realize—from its operational intricacies to the data and tech gaps that still challenge operators today. Whether you're a municipal leader, tech innovator, or operator navigating consolidation, this episode delivers deep insights into the evolving world of urban mobility and smart city infrastructure. 

 Key Takeaways 

• The Real Complexity of Parking: Why 80% of the business is accounting—and how that drives tech adoption. 
• From Geology to Deal-Making: Andrew’s fascinating route from mobile labs in Europe to New York boardrooms. 
• Why Tech is Still Catching Up: Parking’s fragmentation is a barrier—but also a massive opportunity. 
• Trends Reshaping the Industry: Curb management, EV charging, AI, and what the next wave of change looks like. 
• Smart Growth Through Consolidation: Why private operators are being scooped up—and what buyers are really looking for. 

 Episode Highlights 

• [00:00:20] Welcome from PIE25 – Brian introduces Andrew and kicks off the live podcast. 
• [00:02:55] Andrew’s career journey: from geology to investment banking to parking tech. 
• [00:05:05] Running cross-border deals, founding firms, and falling in love with negotiation. 
• [00:06:50] Inside the Icon Parking transaction—and how it exposed a massive tech opportunity. 
• [00:09:20] Why most of parking is accounting—and how that complicates software. 
• [00:12:50] Real-world complexity: one person, three parker identities in a day. 
• [00:14:20] Parking tech: where we are now and what the next evolution looks like. 
• [00:17:30] AVs, Waymo, and how autonomous trends intersect with Gateless and LPR. 
• [00:21:30] The curb is calling: congestion pricing, regulations, and infrastructure gaps. 
• [00:24:50] Tech consolidation and the inflection point for small providers. 
• [00:26:20] Why small private operators are ripe for acquisition—and what’s driving the wave. 
• [00:29:20] The role of generational change in ownership transitions. 
• [00:31:20] Parking demand isn’t dying—why trips still require a place to park. 
• [00:32:50] The truth about EV charging: it’s an amenity, not a cash cow. 
• [00:34:35] AI in parking: real innovation or just a fancy label for BI? 
• [00:36:50] Lightning Round: running the Grand Canyon, favorite phrases, and what Andrew’s most proud of. 
• [00:42:20] Audience Q&A: dynamic pricing, RFP bottlenecks, and the power of standardization. 

Subscribe and Stay Connected 

Never miss an episode of Harder Than It Looks: Parking Uncovered. Subscribe on: 

• Apple Podcasts 
• Spotify 
• Amazon Music 
• YouTube 

Learn more at www.parkertechnology.com
Contact: getstarted@parkertechnology.com 

Host Brian Wolff and producer Courtney Cooper team up to capture candid conversations with parking pros from across the country — covering everything from on-the-ground challenges to big-picture trends. You’ll hear directly from the people shaping the future of the industry — and get a fast-paced, honest look at what it really takes to keep parking moving. 

What You’ll Learn: 

• The biggest operational headaches — and how companies are adapting 
• How leaders approach staffing and workforce retention in a changing labor market 
• What new technology is exciting (and what’s overhyped) 
• How people are thinking about AI, LPR, and customer communication 
• What keeps parking professionals motivated — and why they stay in the industry 

Featured Guests & Timestamps: 

• [00:01:05] David Weber – Umojo 
• [00:03:32] Elliot Uhlenhaker – Parking Today 
• [00:07:46] Emma Ulmer – Offstreet 
• [00:11:48] Sarah Choops – CampusParc 
• [00:16:48] Kevin Uhlenhaker – Parking Today 
• [00:25:55] John Conway – PRRS 
• [00:34:12] Nick Nicholas – Seal Beach Police Department 
• [00:39:54] Raf Abanilla – Parking Concepts Inc 
• [00:47:16] Fonda Moyers – Bird X 
• [00:52:09] Brian Wolff – Parker Technology 
• [01:00:56] Amanda Zimmer – IPS Group 
• [01:06:12] Garrett Hofeld – Risetek Global 
• [01:10:46] Serena Pollack – Interstate Parking 
• [01:15:07] Heidi Barber – Parker Technology 
• [01:18:00] Jordan Weiss – Umojo 
• [01:22:47] Amanda Duffy – TagMaster North America 
• [01:26:37] Robert Wilson – Parking Pin 
• [01:32:33] Wes Bain – FAAC 

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 
• YouTube 

Connect with Parker Technology: 

Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com 

From childhood shifts in garages to billion-dollar towers and nationwide partnerships, Rob gets real about what it takes to lead in both the parking and real estate industries. 

Rob also opens up about family business dynamics, his vision for elevating the image of parking nationwide, and why the next ten years will be pivotal for the industry. 

Key Takeaways from this Episode: 

• From Garage to Boardroom: How growing up in the business shaped Rob’s leadership today. 
• Strategic Tech Transitions: Lessons from moving Parkway to a single, modern platform. 
• Legacy & Leadership: What it takes to keep a third-generation family business thriving. 
• Changing the Narrative: Rob’s mission to reshape the public image of the parking industry. 
• What’s Next for Parkway: Land carry funds, real estate reinvention, and national expansion. 

Episode Highlights: 

[00:00:00] Meet Rob Zuritsky: CEO, legacy leader, and real estate visionary.   

[00:02:47] Parkway’s origin story: From film reels to parking lots.   

[00:06:20] Building billion-dollar projects on old parking sites.   

[00:10:31] Family business dynamics and generational leadership.   

[00:16:00] Standardizing tech: How Parkway chose a unified platform.   

[00:22:27] Gateless vs gated: Where the industry is heading (and why context matters).   

[00:24:03] Rob’s 10-year mission to rebrand parking through NPA.   

[00:30:08] Best practices, policy, and elevating the conversation.   

[00:33:23] Real estate outlook: Parkway’s new fund and what’s ahead.   

[00:35:57] Lightning round: Poker, pride, and parking frustrations. 

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 
• YouTube 

Connect with Parker Technology: 

Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com 

Or email us: getstarted@parkertechnology.com 

With a combined 40+ years in the parking industry, Joe and Hector break down how Scheidt and Bachmann, a 150-year-old global leader, is shaking up parking with data-driven leadership, digital transformation, and open-system integrations. 

Throughout the show, Joe Galeas shares how analytics and process optimization are driving S&B’s future. Hector, a parking veteran and S&B’s first U.S. employee, reflects on how the company has evolved from closed systems to an open, customer-first approach. 

They also discuss the biggest shifts in parking technology, the push for frictionless experiences, and the leadership principles that turn teams into powerhouses. 

Key Takeaways from this Episode: 

• Data-Driven Leadership: How numbers drive better business decisions. 
• The Evolution of Parking Technology: From closed to open systems. 
• Customer Expectations Are Changing: The rise of frictionless parking. 
• Culture & Longevity Matter: Why S&B thrives after 150 years. 
• The Future of Parking: AI, automation, and smarter integrations. 

Episode Highlights: 

[00:00:00] Introduction to Joe & Hector.
[00:02:22] Joe’s journey from telecom to parking.
[00:06:52] Hector’s 30-year career at S&B.
[00:10:56] S&B’s growth and company culture.
[00:15:26] Data-driven leadership and decision-making.
[00:20:06] Mentorship, collaboration, and company success.
[00:26:28] Digital transformation and customer expectations.
[00:31:38] Open systems and industry partnerships.
[00:37:02] The future of parking technology.
[00:42:10] Lightning round: leadership, hobbies, and home renovations. 

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 
• YouTube 

Connect with Parker Technology: 

Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com or email us at getstarted@parkertechnology.com. 

In this special episode of Harder Than It Looks: Parking Uncovered, host Brian Wolff, CEO of Parker Technology, welcomes Heidi Barber, VP of Marketing at Parker Technology, and Courtney Cooper, Events & Community Manager at Parker Technology, to discuss FUSION25 - Parker Technology’s first-ever user conference. 

Heidi and Courtney share the vision behind FUSION25, how it was designed to bring customers, partners, and industry leaders together, and what attendees can expect from this highly curated, customer-focused experience. Unlike traditional conferences, FUSION25 built around real-world learning, innovation, and community, offering actionable insights into getting the most out of Parker Technology’s solution. Attendees will engage in expert-led sessions, hands-on technology deep dives, and networking opportunities - all designed to elevate the role of customer experience in parking operations.  

Key Takeaways from this Episode: 

• The Origins of FUSION25 
• What Makes FUSION25 Unique 
• Session Highlights & Keynotes 
• The Future of FUSION25 

Episode Highlights: 

• [00:00:00] Introduction to Heidi Barber and Courtney Cooper 
• [00:02:00] How Heidi & Courtney started their careers in parking and marketing 
• [00:08:00] The vision for FUSION25 and what sparked the idea 
• [00:15:00] The importance of customer engagement and creating a valuable experience 
• [00:22:00] What makes FUSION25 different from other parking conferences 
• [00:28:00] Key sessions a FUSION25 
• [00:35:00] Fun networking events: Speed networking, customer awards, and exclusive social gatherings 
• [00:42:00] The broader impact of FUSION25 on the parking industry 
• [00:48:00] Looking ahead: The future of FUSION and what to expect in the coming years 

Register for FUSION25 – Special Code for Podcast Listeners 

Parker Technology invites customers and partners to FUSION25 on May 27-29, 2025, in Indianapolis, IN. Listeners of this podcast can save 25% on registration with the promo code HTIL at checkout. 

🔗 Register now at www.parkertechnology.com/Fusion25 

Subscribe and Stay Connected 

🎧 Subscribe to Harder Than It Looks: Parking Uncovered on your favorite platform: 

• Apple Podcasts 
• Spotify 
• YouTube 

Connect with Parker Technology: Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com or email us at getstarted@parkertechnology.com. 

Cindy’s story is one of resilience, humility, and growth - her candid reflections on her career on this episode mirror the authenticity she’s known for in the industry… one of the many reasons she’s widely respected and admired by those who learn from her experiences. 

Key Takeaways from this Episode: 

1. Lessons in humility: recognizing when you’re the problem and how to grow from it. 
2. Why active listening and empathy are essential in customer service. 
3. The role of parking professionals as “chaos preventers” and their impact on public perception. 
4. Strategies for managing difficult customer interactions with professionalism. 

Episode Highlights: 

• [00:00:00] Introduction to Cindy Campbell and her role at IPMI. 
• [00:02:00] Cindy’s beginnings in law enforcement and her unexpected shift to parking. 
• [00:05:30] Early challenges and misconceptions about parking enforcement. 
• [00:14:30] The pivotal moment that reshaped Cindy’s approach to customer service. 
• [00:24:45] Tips for handling rude or abusive customers with grace and professionalism. 
• [00:35:10] Observations on post-pandemic shifts in customer behavior. 
• [00:44:00] Advice for young and mid-career professionals in parking: never stop learning and always listen actively. 

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 

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.com 

Kevin shares his insights on entrepreneurship, leadership, and the challenges of reshaping the narrative around parking. This episode dives into his passion for fostering innovation, the importance of standards in the industry, and the exciting future of the PIE 2025 Conference under his leadership. 

Key Takeaways from this Episode: 

• The value of understanding industry nuance for business success. 
• Leadership lessons: empowering teams and navigating tough decisions. 
• The role of AI in reshaping parking and media industries. 
• Kevin’s vision for transforming Parking Today into a digitally-forward platform while honoring its legacy. 

Episode Highlights: 

• [00:00:00] Introduction to Kevin Uhlenhaker and his diverse background in parking and technology. 
• [00:01:20] Kevin’s journey from Texas Tech University to co-founding NuPark and OmniPark. 
• [00:08:00] Building and selling successful parking technology companies: Challenges and lessons learned. 
• [00:15:30] The acquisition of Parking Today Media: Kevin shares the story behind the deal and his plans for modernizing the publication. 
• [00:25:00] Embracing AI in parking and media: Kevin discusses the tools and opportunities shaping the future of both industries. 
• [00:32:00] Standards and connectivity in parking: Why creating industry-wide standards is critical for innovation and growth. 
• [00:42:00] Behind the scenes at PIE 2025: Kevin teases the exciting new format, activities, and opportunities attendees can expect. 
• [00:47:00] Reflections on parking's future: Kevin explains how the industry will become more connected and seamless while maintaining its critical role. 
• [00:52:00] Kevin’s personal journey and leadership lessons: Insights on empowering teams, overcoming challenges, and maintaining a family-work balance. 

Upcoming Event – PIE 2025 Conference Highlights: 

The Parking Industry Expo (PIE) 2025 Conference is shaping up to be a can’t-miss event for anyone in the parking industry. Under Kevin’s leadership, PIE 2025 has been reimagined as the friendliest and most forward-thinking show in parking. Here’s a taste of what you can expect: 

• Innovative Tracks and Sessions 
• ParkFlix – A Parking Film Festival 
• Networking Opportunities Galore 
• Live Podcast Row 
• Real Talk Sessions 
• Accelerate – The Parking Pitch Competition 
   

Subscribe and Stay Connected: 

Subscribe to Harder Than It Looks: Parking Uncovered on your favorite podcast platform: 

• Apple Podcasts 
• Spotify 
• Amazon Music 

Connect with Parker Technology:
Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com or email us at getstarted@parkertechnology.com. 

From his early days as a parking attendant in Boston to building Allpro Parking into a trusted brand, Rick’s career exemplifies how hard work, strong relationships, and a focus on quality can create a lasting legacy. 

Key Takeaways from this Episode: 

1. Hands-on leadership and treating employees with respect. 
2. Transitioning from a corporate role to starting a business 
3. Why curb appeal and first impressions matter 
4. Evolving technology and customer expectations in parking 
5. Tips for fostering meaningful industry relationships 

Episode Highlights: 

• [00:00:00] Introduction to Rick Serra and his 50-year parking career. 
• [00:02:51] Rick’s journey from radio broadcasting to parking. 
• [00:10:12] Lessons learned from working at Allright Parking and Allpro Parking. 
• [00:22:00] The decision to sell Allpro Parking to Premium Parking. 
• [00:29:45] Rick's love for Corvettes and how passion drives personal success. 
• [00:35:30] Reflections on the evolution of the parking industry and its future. 

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.com 

Todd shares pivotal moments from his career, including his transition from parking operations to technology and his passion for innovation. His candid reflections on challenges, leadership, and the importance of relationships in the industry offer listeners valuable lessons and inspiration. 

Key Takeaways from this Episode: 

1. The critical role of relationships in parking and technology sales. 
2. How Todd’s military service shaped his discipline and leadership approach. 
3. The journey from parking operations to guiding tech innovations 
4. The importance of supporting veterans in the workplace and beyond. 
5. A vision for the future of parking: digitization, customer-centric solutions, and collaborative innovations. 

Episode Highlights: 

• [00:00:26] Introduction to Todd Tucker 
• [00:02:52] Todd’s journey from West Virginia to the Marine Corps 
• [00:10:13] Pursuing advanced degrees while working in parking operations 
• [00:20:53] Challenges of selling technology in a fragmented parking market 
• [00:29:10] Reflections on the importance of relationships in business 
• [00:37:21] Supporting veterans: the mission of Veterans in Parking. 
• [00:51:36] Todd’s thoughts on the future of parking and technology. 
• [00:54:23] Lessons learned from union negotiation. 

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.com

In Segment 2, Brian switches gears to talk with Parker’s new Chief Product Officer, James Paden. James discusses the future of parking technology and how AI can enhance customer service. He highlights the evolution of the parking industry, the importance of integrating various systems, and the role of generative and agentic AI in providing proactive solutions.

Here are some key takeaways from this episode:

• The value of hard work
• Diversity in experience
• Working with integrity
• Parker Technology’s vision of AI

Be sure to check out these great clips from Segment 1 with Mike Simmons:

00:26 Mike Simmons' Career Journey
04:30 Early Life and Engineering Passion
07:57 Transition to IBM and Sales
13:17 Entrepreneurial Ventures and T2 Systems
40:17 Philanthropy and Community Involvement
43:25 Passion for Cars and Silo Auto Club
48:55 Professional Challenges and Triumphs
51:36 Impact of the Pandemic on Parking
53:14 The Future of Parking Technology

Segment 2 with James Paden:

59:06 Introducing James Paden: New Chief Product Officer
01:01:16 James Paden's Vision for Parker Technologies
01:02:55 Innovations in Parking
01:17:26 The Role of AI in Enhancing Customer Service
01:26:14 The Importance of Industry Knowledge
01:33:26 Conclusion

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.com

In segment one, Brandon Lauterbach, CPP, Co-founder and EVP of Pivot Parking, talks about his extensive experience, career journey, and the growth of Pivot Parking. Brandon shares insights into the importance of technology, employee satisfaction, diversification, and how Pivot Parking stands apart in the industry.

Brian switches gears to talk with Wade Hiner, President of Destiny Homes, who shares powerful stories about the unexpected life lessons learned, from answering cold calls, platforms, perspective shifting, and a roadside encounter. Wade discusses how these experiences shifted his perspective on life, emphasizing empathy, engagement, and finding true fulfillment by helping others.

Here are some key takeaways from this episode:

• How diversification is important
• How to define culture and values
• Technology’s role in parking
• Career perspectives change
• Everyone has a platform
• There is purpose in everything

Be sure to check out these great clips from Segment 1 with Brandon Lauterbach:
01:48 Brandon's Early Life and Start in Parking
03:52 College Years and Valet Experience
05:43 Transition to Sales and Return to Parking
07:51 Joining Lanier and Career Growth
11:59 Founding Pivot Parking
18:59 Building the Pivot Team
27:34 Pivot's Culture and Values
33:20 Technology and Future Aspirations
39:48 Lightning Round Questions
41:03 Heartfelt Stories of Pet Rescues
43:49 Challenges in the Parking Industry
46:34 Solutions for Parking
47:30 Life Beyond Parking: Family and Hobbies
48:34 Pride in Professional Achievements

Segment 2 with Wade Hiner:
51:02 Introduction to Segment Two: Wade Hiner
52:42 Wade Hiner's Inspirational Journey
57:44 The Power of Answering Cold Calls
01:14:35 A Life-Saving Cold Call
01:14:56 Changing Perspectives on Life
01:15:38 Helping Others Through Shared Experiences
01:18:43 The Power of a Smile
01:20:05 A Roadside Encounter
01:28:46 Reconnecting with Impactful People
01:31:39 A Special Birthday Surprise
01:40:40 Long-Term Plans

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.com

In segment one, Max Yoder (author, entrepreneur, and CEO) shares his repertoire of experiences, from co-founding Lessonly in 2012, to sharing personal stories from his upbringing, including his parents' divorce and remarriage and his motivations rooted in financial security. Max also dissects the importance of company culture, core values, and vulnerability in leadership.

To explore the medicinal retreat in Vermont that Max referenced, visit their webpage.

Brian switches gears to talk with Tiffany Sauder, CEO of Element Three and host of Scared Confident, along with five other commitments.

Tiffany discusses how she balances several high commitment and high-stress roles, including motherhood, entrepreneurship, leadership, public speaking, and her podcast (which highlights lessons learned through her first 20 years in her career) through effective prioritization and outsourcing.

Scared Confident is available on Apple Music, Spotify, Amazon Music, and Google Podcasts, as well as on her website https://www.tiffanysauder.com/podcast

Here are some key takeaways from this episode:

• The importance of company culture and values
• Leadership is vulnerability
• Living with compassion, balance, and purpose
• Improving time management
• How strategies in business and life can overlap
• Learn to “make friends with hard”

Be sure to check out these great clips from Segment 1 with Max Yoder:

00:00 Introducing Max Yoder

00:32 Max Yoder's Background and Achievements

03:16 Personal Insights and Early Life

06:28 Entrepreneurial Journey and Lessons Learned

14:23 Core Values and Company Culture

32:33 Post-Lessonly Life and Personal Growth

41:16 Transition to Lightning Round

41:34 The Concept of 'See It, Be It'

41:54 Embodying Virtues and Self-Compassion

43:42 The Complexity of Parking

44:44 Charity and Grace

47:16 Lightning Round Begins

47:59 Facing Fears and Personal Growth

51:03 Selling a $30 Million Software Company

52:44 Helping Others and Family Love

Segment 2 with Tiffany Sauder:

55:50 Introducing Tiffany Sauder

01:00:16 Balancing Family and Career

01:12:37 Funny Laundry Episode

01:13:07 Outsourcing Household Chores

01:15:21 Handyman Hacks

01:17:20 Financial Choices and Support

01:19:28 Journey to Element Three

01:23:50 Leadership Lessons

01:39:44 Transitioning Roles

01:42:56 Making Friends with Hard

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.com

Then our very own Courtney Cooper, Events + Community Manager at Parker Technology, sits down with rising entrepreneur Ava Wettrick where she offers insights into overcoming challenges and creating networks through curiosity and persistence. Ava recounts her experiences producing podcasts early in her career, and the upcoming podcast for VETPAW, an anti-poaching non-profit in Africa, emphasizing adaptability and the value of mentorship. 

Both guests highlight the significance of enthusiastic leadership, with discussions on leadership philosophies, entrepreneurial ventures, and the dynamics of Gen Z in the workforce.

To check out Stephynie Malik’s amazing story and follow what she's posting, visit her LinkedIn. 

To follow Ava and her co-host Meg on their journey with the VETPAW Podcast, visit their website.

Here are some key takeaways from this episode:

• How to Prioritize Inclusion and Mentorship
• Career Advancement and the Power of Motivation
• Gen Z’s Impressive Impact on Technology and the Workforce
• The Power of Following Passion

Be sure to check out these great clips from Segment 1 with Nicole Hankins:

01:57 Nicole's Career Beginnings

03:49 Relocations and Family Support

05:45 Operational Excellence and Team Building

08:06 Leadership and Mentorship

23:55 Diversity and Inclusion Initiatives

36:03 The Importance of Showing Up

36:32 Planning the Next Chapter

37:14 Career Choices and Soul Searching

38:13 Embracing Change and Opportunities

40:36 The Power of Teamwork

44:06 Challenges and Growth in the Parking Industry

46:35 The Value of the Parking Industry

48:37 Balancing Work and Personal Life

Segment 2 with Ava Wettrick:

53:38 Meet Ava Wettrick: A Journey in Podcasting

01:01:03 Challenges and Misconceptions of Gen Z

01:11:21 Mentorship and Personal Growth

01:12:10 Family Influence and Aspirations

01:14:03 Networking and Professional Connections

01:16:27 Entrepreneurial Journey and Challenges

01:21:06 Creating the VETPAW Podcast

01:29:48 Lightning Round and Personal Insights

01:43:17 Conclusion and Final Thoughts

Alejandra 'Alex' Argudin, MBA, CAPP, discusses her rise from a young city worker to leading Miami Parking Authority as the CEO, as well as becoming Chair of IPMI, tackling challenges like the pandemic, advancing parking technology, and being a woman in a male-dominated industry.

We then speak with Barby Valdes McDaniel, Associate Director of the WOW Center, who brings her 30-year career to light, advocating for adults with special needs.

In segment one, Alex Argudin emphasized her leadership philosophy of empowering her team and promoting collaboration between the parking industry and urban planning sectors. As the new chair of the International Parking and Mobility Institute (IPMI), Alex aims to drive legislative changes and technology advancements in parking, all while remaining committed to community service.

In segment two, we sit down with Barby Valdes McDaniel, who shares her lifelong dedication to serving adults with special needs, inspired by her early experiences. She detailed her impactful work at the WOW Center, providing life skills, community education, and employment opportunities for individuals with special needs, as well as the importance of family support.

To learn more about and/or contribute to Barby and Alex’s work with the WOW center, visit their website https://wowcentermiami.org/

Here are some key takeaways from this episode:

• Empathy and Leadership in the Parking Industry
• Smart Cities & Legislation
• The Power of Personal Connection and Community Support
• Serving the Special Needs Community

Be sure to check out these great clips from Segment 1 with Alex Argudin:

00:21 Meet Alejandra “Alex” Argudin

02:02 Alex's Early Career Journey

04:28 Transition to the Parking Industry

07:31 Challenges and Growth in the MPA

11:43 Leadership and Modern Management

12:43 Innovations and Future Plans

20:11 Expanding Services and Partnerships

32:00 Smart Cities and Technological Advancements

34:43 The Curb and EV Challenges

35:40 Micro Freight Solutions

39:10 Legislation and Policy Hurdles

40:41 Smart City Initiatives

44:30 WOW Center: Supporting Adults with Disabilities

49:54 Balancing Work and Family

52:10 Lightning Round: Personal Insights

Segment 2 with Barby Valdes McDaniel:

01:05:06 The Beginning of a Powerful Partnership

01:09:19 A Life-Changing Experience

01:13:45 Daily Operations at the WOW Center

01:19:49 The Impact of Special Needs Individuals

01:21:51 Personal Stories and Inspirations

01:25:30 The Hospice Detour

01:29:32 Supporting Special Needs Families

01:33:50 How to Get Involved with the WOW Center

01:37:24 Final Thoughts and Farewell

​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

In Segment 2, Heidi Barber, our VP of Marketing, sits down with Kyle Lacy, CMO of Jellyfish, who shares his journey in marketing growing and scaling leading tech companies. In his segment, we discuss balancing creativity with revenue, the alignment between marketing and sales, personal branding, and strategies to avoid burnout. 

Here are some key takeaways from this episode:

• Hot takes and controversy in the parking industry
• How “All Things Parking with Dani and John” came to be
• The value of marketing and sales alignment
• Strategies to level up your personal brand

Be sure to check out these great clips from the show:

Segment One: Dani & John

• Dani's Dog Axel (02:37)
• Dani's Career Path: From Radio to Parking (05:04)
• John's Career Path: From Military to Parking (11:23)
• The Origin of 'All Things Parking' Podcast (19:05)
• Challenges and Sacrifices in the Parking Industry (35:45)
• Hot Takes: Smart Cities and EVs (41:56)
• Empowering Women in Leadership (50:47)
• Addressing Industry Biases (51:32)
• Personal and Professional Struggles (56:14)
• Podcast Crossover and Future Goals (01:05:36)

Segment Two: Kyle Lacy

• Marketing Insights with Kyle Lacey (01:09:16)
• Sales and Marketing Alignment (01:20:28)
• Personal Branding and Writing (01:24:00)
• Lightning Round (01:35:11)

​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

Ross is an industry veteran, having been in parking since 1989. He shares his wisdom on alternative transportation, micro-mobility, and efficient event parking.

Then in Segment two we invite Kathy Wellik, CAFM and Senior Client Success Manager of Agile Fleet to talk about her experience in fleet management. 

Kathy and Brian discuss her career transition from banking to fleet management, emphasizing continuous learning and participation in professional organizations. We will also dive into her personal journey navigating male-dominated industries, overcoming gender biases, and restoring a classic 1969 Camaro.

Here are some key takeaways from this episode:

• Cutting edge innovations in parking and transportation
• The value of trusted peers
• Elevating women’s voices in male-dominated industries

Be sure to check out these great clips from the show:

Segment One: Ross Allanson

• Meet Ross Allanson: Parking Expert (00:21)
• Ross's Early Life and Career Beginnings (02:20)
• Transition to University of Minnesota (05:15)
• Event Parking Insights (10:11)
• Leadership and Team Management (22:10)
• Technological Changes in Parking (28:23)
• Personal Stories and Reflections (35:30)
• Lightning Round Questions (41:40 )
• The Hardest Thing You've Ever Done (44:06 )
• Empathy in the Workplace (44:55)
• Parking Challenges and Solutions (47:21)
• Hobbies and Personal Life (48:40)
• Proudest Achievements (49:54)

Segment Two: Kathy Wellik

• Fleet Management Insights (54:41)
• The Importance of Professional Organizations (01:11:03)
• Women in a Male-Dominated Industry (01:15:18)
• Fun and Travel Stories (01:20:15)

​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

In segment one, we welcome Kenyata Smiley, Transportation Planning Department Manager at HNTB, who shares her inspirational journey from Chattanooga to leading multimodal transportation projects, emphasizing strategic planning, equity, and community engagement. She also discusses her work with the Conference of Minority Transportation Officials and Delta Sigma Theta sorority.

In segment two, Nikki Miller, Executive Coach at Kairos Consulting, explores Enneagram types, recounts her decade-long experience homeschooling, her transition to public schooling, and her insights on executive coaching, personal growth, and maintaining a growth mindset. 

This episode is filled with relatable anecdotes and crucial takeaways on public participation and continuous self-improvement.

Here are some key takeaways from this episode:

• How to build, manage, and leverage the community
• Innovative ways to implement technology in the parking industry
• Workplace communication and collaboration based on personality types

Be sure to check out these great clips from the show:

Segment One: Kenyata Smiley

• Kenyata's Early Life and Career Beginnings (01:52)
• Transition to Public Administration (04:05)
• Career Growth and Public Sector Experience (05:25)
• Current Role and Responsibilities (08:36)
• Equity and Community Engagement (22:25)
• Challenges and Success Stories (27:33)
• Life Legacy and Appreciation (45:03)

Segment Two: Nikki Miller

• Nikki's Journey to Executive Coaching (48:16)
• The Enneagram and Personal Growth (57:16)
• Meditation and Mindfulness Techniques (1:03:46)
• Homeschooling and Parenting Insights (01:12:42)

​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

Brandy, with over 30 years in the parking industry, shares her journey from a valet to a VP role at FLASH, discussing industry challenges, technological advancements, and community importance.

In segment two, Toph Day highlights Rally (use code: rallytoph to get a discounted ticket) and all the things that make this conference one-of-a-kind. He also shares insights into cross-sector collaborations, education shifts, and Indiana's new growth-stage fund supporting scaling companies.

Here are some key takeaways from this episode:

• Innovative ways to implement technology in the parking industry
• Tips and tricks to building and leveraging community
• Cross-sector collaboration and creative convergence and why it matters

Be sure to check out these great clips from the show:

Segment One: Brandy Stanley

• Meet Brandy Stanley (00:21)
• Brandy's Career Journey (01:52)
• Valet Stories and Career Reflections (05:22)
• Challenges in the Parking Industry (08:52)
• Engaging with Elected Officials (13:55)
• Technology and Parking (18:31)
• Personal Stories and Fun Questions (23:30)
• Lightning Round and Final Thoughts (29:31)
• Discovering Passion and Career Reflections (40:58)
• Gratitude for the Parking Industry (41:13)
• Acknowledging Contributions and Closing Remarks (42:17)

FUSION25 User Conference Announcement (43:08)

Segment Two: Toph Day

• Toph’s Entrepreneurial Journey (45:52)
• Elevate Ventures and Indiana's Innovation Ecosystem (48:27)
• The Importance of Community and Acceleration (54:31)
• Challenges and Strategies in Venture Capital (01:00:31)
• Rally Innovation Conference Highlights (01:07:54)

​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

In the episode, Joseph shares his urban planning expertise, managing parking for over 43,000 students and staff, as well as his experience connecting students with new opportunities.

The conversation also delves into Joseph's involvement in IPMI's Allyship and Equity Advisory Group, as well as the anticipated impact of the World Cup on KSU.

In the second segment, we explore crucial golf fundamentals with Todd Firestone, Head Golf Professional at Meridian Hills Country Club. Todd talks about his experience embodying servant leadership, and provides key tips about the importance of the starting position and large muscle engagement in golf swings.

He also shares personal anecdotes, including his experiences with singing and the balance of work-life dynamics. 

Here are some key takeaways from this episode:

• Explore steps to become a leader and ally in your community
• Need for change on consumer perspective in parking
• Quick tips to improve your golf game
• The importance of service-oriented approaches and leadership

Be sure to check out these great clips from the show:

• Introducing Joseph Madison: Parking Operations at KSU (00:26)
• Joseph's Journey: From Urban Planning to Parking Professional (02:27)
• Challenges and Innovations in Parking Management (04:54)
• World Cup and Parking: Preparing for Major Events (06:16)
• KSU's Parking Layout and Technology (08:10)
• Communication and Enforcement Strategies at KSU (14:31)
• Joseph's TED Talk: We Are the Neighbors, We Are the World (18:32)
• Personal Stories and Advocacy for Equity (22:47)
• The Future of Parking and Community Engagement (36:12)
• Joseph's Personal Interests and Volunteer Work (40:01)
• Reflections on Career and Personal Growth (43:56)
• Joseph's Appreciation and Episode Hopes (46:15)

Segment 2 with Todd Firestone:

• Todd's Journey to Becoming a Head Golf Professional (48:22)
• The Player Ability Test and the Grind (50:02)
• Balancing Golf and Professional Responsibilities (50:52)
• Managing the T Sheet and Member Experience (56:02)
• Building a Servant Leadership Culture (01:05:53)
• Golf Lessons: Starting with the Basics (01:14:16)
• Todd's Musical Talents and Personal Interests (01:22:20)
• The Importance of Self-Care and Balance (01:25:25)
• Strength Under Control and Final Thoughts (01:28:46 )

Subscribe to Harder Than It Looks.

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​​Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

With two decades of experience, Joaquin shares his journey from parking cashier to managing significant parking operations, highlighting technological innovations and the importance of customer service in reshaping the industry. 

Next, we explore the entrepreneurial landscape with Steve Morrell, Managing Director of ContactBabel, a leading research and analysis firm for the contact center industry. For more information about ContactBabel, visit: https://www.contactbabel.com/

Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.

In his segment, we discuss the value of focusing on established successes and features insights on the contact center and customer experience industry.

Here are some key takeaways from this episode:

• How to implement technology to improve valet services and customer experience
• Tips on hiring and managing employees in the parking industry
• Customer experience best practices for call centers
• How to use AI and machine learning in customer service

Be sure to check out these great clips from Segment 1 with Joaquin Rojas:

02:12 Joaquin's Early Career and Growth

05:15 Challenges and Innovations at Bal Harbour Shops

11:06 Event Parking and the Miami Marlins

19:02 Hiring and Managing Parking Staff

25:42 Technology in Parking Operations

31:29 Lightning Round: Personal Insights

34:42 Building Relationships in the Parking Industry

35:22 Magic Wand: Fixing Tailgating in Parking

36:21 Balancing Work and Family Life

37:57 Pride in Helping Others Succeed

Segment 2 with Steve Morrell:

41:14 Steve Morrell's Journey into Contact Center Research

44:09 The Importance of Customer Experience

50:03 Challenges in Contact Centers and Offshoring

52:59 The Role of AI in Contact Centers

59:29 Funny and Challenging Parking Stories

01:03:21 Lessons from Starting Multiple Businesses

For segment two we sat down with Amy Brown, the CEO of the fastest-growing privately-held company in Indiana, Authenticx. Amy shared insight into the challenging feat of building a venture scale high growth healthtech company while also raising 4 children. 

In this episode, Roamy shares insights on curb management, the gig economy, and the need for equity in parking policies. We also dive into his immigration from Cuba and how he balances work and family life. 

Then we talk tech with Amy Brown, who has been working in the AI space since 2017 and is an expert when it comes to this innovative technology. 

Her company Authenticx uses conversational artificial intelligence to help healthcare executives make valuable business decisions. 

Here are some key takeaways from this episode:

• The truth about outsiders innovating in parking and mobility
• How Automotus is monetizing the “dumbest piece of real estate in the world” 
• Bringing patient voices into the healthcare boardroom

Be sure to check out these great clips from the show:

Roamy's Parking Journey (02:07)

Evolution of Parking Technology (05:52)

Challenges in Policy Changes (15:22)

Automotus Curb Management Solution (18:05)

The Equity of Parking Tickets (20:39)

The Challenge of Physical Parking Fines (21:39)

Innovative Parking Solutions in Smaller Towns (23:27) 

Transition to a Scale-Up Company (32:36)

Privacy Concerns and Camera-Based Solutions (28:46)

Personal Hardship and Family Separation (39:10)

Challenges in Policy Changes (40:16)

The Need for Faster Go-to-Market Time Frame (41:17)

The Adoption Curve (41:42)

Procurement Process in the Govtech Space (42:54)

Coaching Tree and Leadership Style (46:42)

Segment 2 with Amy Brown:

Authenticx Growth and Customer Impact (53:29)

Bringing Customer Voices to the Boardroom (55:20)

Challenges in Marketing AI Technology in Healthcare (58:58)

The Hardest Part of Building and Scaling a Company (01:01:51)

The CEO's Journey (01:03:55) 

Building a Mission-Based Culture (01:05:23)

Navigating Business Challenges (01:07:12)

Summiting Mount Shasta (01:10:44)

Parenting and Balancing Work (01:19:45)

Reflections on Overcoming Hardships (01:25:22)

Adversity and Success (01:26:47)

Gratitude and Recognition (01:28:20)

Subscribe to Harder Than It Looks.

To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:

Click Here to Subscribe via Apple Podcasts 

Click Here to Subscribe via Spotify

Click Here to Subscribe via Amazon Music 

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?

Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

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:

Sarah's Career Journey (00:03:02)

Transition to Ohio State University (00:05:00)

Transition to a Concession Agreement (00:07:13)

Managing the Transition (00:10:56)

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:

Click Here to Subscribe via Apple Podcasts 

Click Here to Subscribe via Spotify

Click Here to Subscribe via Amazon Music 

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?

Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com

We sat down with 3 incredible marketing leaders in parking, RJ Juliano, Sarah Becherer, and our own Heidi Barber. 

You are going to learn actionable tips that you can use to improve the marketing function at your company immediately. 

In segment two, we sit down with Casey Crouse to dive into some of the intricacies that make running Ultra Marathons even harder than they look. 

We compiled an all-star panel of “parketers” to dive deep into a topic typically overlooked in our industry. 

RJ Juliano, is the CIO, CMO, and Senior Vice President at Parkway Corporation, a Philadelphia-based leader in real estate and parking development that operate nearly 21,000 parking spaces. 

Sarah Becherer is the VP of Marketing at Ocra, you might remember our episode with their CEO, Ethan Glass. Sarah has over 15 years of experience in demand generation, brand awareness, and customer acquisition. In 2018 she was selected to the NPA’s 40 Under 40 list. 

Heidi Barber is the VP of Marketing at Parker Technology and also a member of the NPA 40 Under 40 list. She has over a decade of B2B Marketing experience and sits on the steering committee for Women in Parking. 

Here are some key takeaways from our conversation:

• The Connective Power of Marketing between product, sales, and customer experience
• How to build your parketing team from the ground up. 
• The village it takes to cross the finish line of an Ultra Marathon

Be sure to check out these great clips from the show:

The Parketing Collective (00:04:44)

Transition from CIO to CMO (00:08:24)

The importance of a distinct brand for parking operators (00:10:55)

Challenges in marketing (00:16:17)

Discipline and benchmarks in marketing (00:21:37)

Science of Marketing (00:22:32)

Consistency in Marketing (00:23:02)

Effective Marketing Tactics (00:24:56)

Brand Establishment and Thought Leadership (00:27:29)

Humanizing the Brand (00:30:52)

Digital PR and Blogging (00:33:53)

Data and Analytics Investment (00:38:00)

Building a Marketing Team (00:41:28)

Product Marketing and Differentiation (00:42:44)

Brand Ambassadors and Leadership (00:43:50)

Outsourcing and Resource Allocation (00:44:18)

Joining the Parking Collective (00:45:03)

Challenges in Parking Jobs (00:49:16)

Wishful Changes in Parking (00:51:56)

Professional Achievements and Parketing Collective Call (00:55:59)

Segment 2: Casey Crouse

Ultra Distance Running (01:05:20)

Running a 100-Mile Race (01:08:01)

Adversity in Ultra Distance Running (01:11:15)

Nutrition and Preparation (01:14:48)

Lessons Learned and Finish Rates (01:16:08)

New Shoe Day (01:19:14)

Measuring Success (01:24:47)

The Mission of Providing New Shoes (01:24:50)

Fundraising and Challenges (01:26:05)

Cost of Providing Shoes (01:26:53)

Becoming a Board Member (01:28:29)

Leadership and Fundraising (01:31:31)

Meaning in the Struggle (01:34:10)

Empathy in Customer Service (01:36:55)

Balancing Work and Family (01:39:06)

Subscribe to Harder Than It Looks.

To subscribe to Harder Than It Looks: Parking Uncovered please use the links below:

Click Here to Subscribe via Apple Podcasts 

Click Here to Subscribe via Spotify

Click Here to Subscribe via Amazon Music 

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?

Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.

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.com