PT THE AUDITOR Good Customer Service, or Col


weeks and came across two issues that relate to park- ing and auditing. He askedme to expand on them


W Travelingmeans airports and airportsmean airport parking.


If you read his blog, you know what’s coming. The boss dropped off his


car at 6 a.m. and flew to DC for a couple of quick meetings. He returned at 5 p.m. and found he had lost his ticket (not unusual; at his advanced age, he loses things a lot). When he drove up to the exit and reported his dilemma, the


HEN IS CUSTOMER SERV- ice “over the top,” and when should we break the law to prove a point? The boss was traveling the last couple of


inventory system visible, and no one asked for any ID or plate number. Just good old honesty on the part of the cashier and the parker. Airports are the place where


He returned at 5 p.m. and found he had lost his ticket.


cashier said, “No problem, when did you come in?” The boss reported that he had arrived at 6 a.m. the same day. “Where did you park, covered or uncovered?” Uncovered. “That will be $8.50.” Great customer service, but ... There were no license plate recognition (LPR) cameras, no


license plate inventory got its start. Years ago, before LPR, attendants would drive or walk through the lot every night and record the plate num- bers. Then a software program would place them in order with their entry dates, and the cashier could look them up on a list, compute the amount due, and collect the cor- rect amount. For those of you who are now confused, consider this. If


the boss had come in a week before, he could have had exactly the same conversation and instead of paying $70 for his week- long covered parking space, he could have paid $8.50 for his one-day stay in the cheap seats. Perhaps more important, the cashier could make it a habit


of ringing up a “lost” ticket whenever a car that was in more than, say, a week, came to the exit. Don’t do it every time; make


www.sentrypro.com We can’t fix the way people park.


We can fix the negative effect it has


on your business. Park Sentry® is the only effective cushioning column protector for parking structures:


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For more information, call a Sentry representative at 1.888.265.8660


40 OCTOBER 2009 • PARKING TODAY • www.parkingtoday.com


PARKING GARAGE PROTECTION FROM THE PEOPLE WHO INVENTED INDUSTRIAL COLUMN PROTECTION.


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