Automated Customer Service by Frank L. Giles
The parking industry seems to be moving at the speed of light. That means fast everything, mobile everything, and automated everything! So what about customer service? What about the gentle greeting of a human cashier? Is it possible to get a top-notch customer service experience at a fully automated parking facility, or is there a tradeoff we must expect when ushering in this new age of hi-tech parking? I believe the former. I believe that the smart parking professional will be able to meet the customer with warmth and gratitude via our new futuristic doodads, but we may have to meet them before they get to the facility.
First of all, there is the obvious stuff. Make sure your customers can reach you. If the customer is paying for parking through a third party on their cell phone or just using their monthly access card to swipe through, it should never be a chore to contact management or get assistance whenever needed (yes, this means day or night). Even if they don’t need to contact you at the moment, it’s comforting to know they can, so contact info should be obvious on any platform.
Secondly give perks. A rewards program, coupons for local retailers, or simply offering safety tips or nuggets of wisdom that change daily, monthly, or by the season will create a connection with the parker The better the connection, the better the customer service.
Finally, respond quickly. When a parker needs to contact management or press that little call button, they are already distressed and as we know, each minute translates to an hour for someone waiting for an answer from parking. These are just some small things we can do so that even when our facility is space-aged, our customer service is still down to earth.
How do you offer top-notch customer service? Comment and let us know.