Ask the Experts - September 2010
When you are "off duty" as a parking professional and utilize parking facilities, what is the most common "mistake" you see in terms of design, operations or management?
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Roamy Valera, CAPP
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Parking is always on the minds of a parking professional and as such we notice everything (even when out of the country). Most common mistake is the design and an operation of a fully automated parking facility (Pay-On-Foot/Lane) with an attendant's booth that it is staffed. This practice defeats the purpose of the capital expenditure that is required and we know the "users" will continue to queue at exit to interact with the attendant. And of course, the signs in these locations don't really work!
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Derek Kiley
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It seems that my friends and family have accused me for years of never being "off-duty" when passing by or through a parking lot. The most common faux pas' are cleanliness and signage. Nothing more need be said.
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Brian Shaw
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While this occurs less and less, I still see parking facilities that only allow cash payments. These tend to be older facilities that have yet to upgrade to pay on foot or pay in lane machines and still make use of attendants to collect parking fees. I also still see the old pay boxes that force users to fold cash into a slot to pay for their space without getting a receipt or proof of payment. Another mistake I see is locating the pay box inconveniently so users have to walk out of their way to pay for their space. It doesn't make sense to have to walk through the lot twice in order to pay. Making use of gates to control access for off street facilities allows customers to pay for only the time they use and greatly simplifies enforcement. The investment in equipment and technology can go a long way to improving the customer experience and reducing enforcement and revenue collection costs.
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Lance L. Lunsway, CAPP
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One item I've seen is that with new technology it is the expectation that customers will understand how to use it. Even with instructional signage a number of individuals have difficulty if there isn't someone around to help them. Elevators and stairwells are two areas that are commonly overlooked for proper cleaning and should be one of the highest priorities, especially for odors. These areas are encountered once a customer is outside their vehicle and it isn't just seeing how clean these areas are but smelling how clean makes the difference.
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John Nolte, CAPP
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Product Presentation, "Do I want to park there?" That is what the potential customer is thinking when looking for a place to park. A parking facility that is clean, well lit and inviting to the customer is a very important part of both first time and repeat business. Operators today usually do a good job of revenue protection and competitive pricing. The "corner that seems to get cut" is housekeeping and maintenance related to housekeeping. Fresh paint, regular washing & sweeping, clean light lens, and light bulbs that are replaced when they have reached their useful life (which is not the same as being burned out) are essential to the perception of " Is the this a good, safe place to park?"
