Harder Than It Looks: Parking Uncovered

EP 59: The Truth about Voice AI – and Our Work to Perfect It

In this episode of Harder Than It Looks, host Brian Wolff welcomes back James Paden, Chief Product Officer at Parker Technology. Brian and James celebrate two years since James joined the company, and they unpack the AI products James and his team launched. Brian and James dig into the actual mechanics of a voice AI call, the five different AI models a single call runs through in about a second, and why building AI for parking is a challenge. James walks through Parker Technology’s newly launched AI agent, Ambassador, which comes in two powerful solutions. Ambassador Live provides AI-powered assistance, with human back-up always available. Ambassador Assist tackles a market Parker has never been able to serve at scale before - the everyday phone calls that flood parking offices. The conversations get into the guardrails behind the technology: the quality that Tammy Baker, COO, and her team had already established for Parker’s CSRs, and how that became the standard AI had to meet before it could go live. Key Takeaways 1. AI is built to augment humans, not replace them. AI can handle the fast, repetitive questions so human agents can focus on the complex, high-empathy situations that require more thought. 2. Building Voice AI in parking is a harder problem than most voice AI. Outdoor speakers, background noise, and real-time facility data (broken equipment, special event pricing) make the acoustic challenges far tougher than a cell phone call. 3. Ambassador’s guardrails were built by the Parker Standard. Tammy Baker, COO of Parker Technology, and her team have set existing quality standards for CSR’s. Ambassador was built with the same high standards, with a hard rule that any uncertainty routes straight to a human. 4. AI opens markets Parker couldn’t serve before. Ambassador Assist is built for high-volume, unpredictable call environments that were too complex to staff profitably in the past. Episode Highlights [01:00] James reflects on two years at Parker and how his outside perspective sharpened once he started paying attention to parking as a technology problem. [06:00] Why James and Brian believe capital and attention are flowing into the parking industry. [10:00] How Ambassador Assist opens a market Parker hasn’t been able to serve at scale – starting with university parking offices. [14:00] James walks through what happens during a Voice AI call: audio cleanup, voice activity detection, speech-to-text, the language model, and text-to-speech, all in about a second. [18:00] The hardest parts of building voice AI for parking: the noisy outdoor acoustic environment and the deep facility-specific knowledge required to answer correctly. [21:00] How every AI interaction gets tested, graded by other AI systems, and run through the same quality assurance process as human agents. [23:00] Why Parker is investing in AI even with two strong call centers already in place: speed multilingual support, and staffing flexibility. [29:00] The philosophy behind Ambassador: making it easy to reach a human and treating AI as expansion. [35:00] How Tammy Baker’s existing quality standard became the bar Ambassador had to meet, including the rule that any uncertainty transfers straight to a human. [44:00] Parker’s pricing approach for Ambassador Live and Ambassador Assist, and why alignment drives both models. [54:00] James previews his NPA Las Vegas session on the four levels of AI for building a parking roadmap, and where to find the Parker team at Booth 400. Notable Quotes “AI’s not there to replace. It’s there to augment, to expand, to make the environment faster.” – James Paden “Ambassador Assist meets our customers in an area where we haven’t been able to meet them before.” – James Paden “When I joined Parker, there was already an established bar that the AI had to meet.” – James Paden About the Guest James Paden is the Chief Product Officer at Parker Technology, where, for the past two years, he leads the product and engineering teams behind the company’s parking support platform, including its new AI agent, Ambassador. James brings more than 25 years of software and product development experience, including leading SaaS strategy at small companies, working at a startup later acquired by Oracle, and founding and successfully selling his own company. James will be presenting “Operational AI Maturity: 4 Levels of AI to Build Your Parking Roadmap” on Wednesday, September 16th at 11:00 AM. Additionally, the Parker Technology team can be found at Booth 400 at NPA this year.

EP 58: A House Fire, a 2AM Call, and a Career in Parking with Melissa Jones

In this episode of Harder Than It Looks, host Brian Wolff sits down with Melissa Jones, PTMP, Director of Customer Experience at TEZ Technology. Melissa’s road into parking wound began with a career in counseling and crisis work with at-risk kids and families. That work taught her how to sit with people in the middle of a crisis, big or small, and help them work through it. These skills ended up translating directly into leading teams and supporting customers who call in with their own version of an emergency. Counseling and parking kept pulling her back and forth until it finally stuck for good, taking her through managing parking at Class A office buildings, a stint at Parking Soft that turned into a decade at T2, and now her role at TEZ. Melissa and Brian dig into how that unlikely combination of backgrounds quietly built the leader she is today. The conversation covers building trust quickly in high-pressure environments, creating health conflict without ill will, what it takes to lead technically strong but low-EQ team members, and how the industry’s growing number of strong woman leaders are changing the game. Key Takeaways 1. Your background is never wasted. Melissa’s years in counseling and crisis management, and her work as a fitness coach, translate directly into how she leads teams and supports customers today. 2. Bedrock leadership is about openness, not skill. Melissa can teach anyone the software or the job. What she can’t teach is flexibility, empathy, and a willingness to learn. Those traits must come from the person. 3. Healthy conflict starts with relevance. Melissa’s approach to hard conversations is simple: make it relevant to the person in front of you and ask how you’d want someone you love to be treated. 4. Trust is built by walking the walk. Having answered the phones and taken the heated calls herself, Melissa leads by showing up in the lane, owning it when things go sideways, and never throwing her team to the wolves. 5. The industry has changed – and so have the leaders. As From hauling a coin canister through snowy parking lots to today’s technology and customer experience standards, Melissa has watched the industry raise its bar, along with a growing wave of strong women leaders shaping its future. Episode Highlights [02:00] Melissa shares how she got started in counseling and how a friend first talked her into taking a parking manager job at a community college. [04:00] The career pull between parking and counseling, with a journey through both. [06:00] A move to a Class A office building in downtown Atlanta reintroduces Melissa to parking, this time falling in love with the managerial and people side of the work. [9:00] Melissa’s journey from Mardi Gras parking to T2. [12:00] Melissa lands at TEZ Technology as Director of Customer Experience, overseeing implementation and customer experience. [14:00] Brian and Melissa discuss leading technically strong but low-EQ team members, and the importance of meeting people where they are. [24:00] The story of a tough property manager in Atlanta who became Melissa’s best friend, and the servant leadership lesson she taught Melissa. [32:00] Melissa’s 20-year parking journey, and the lessons she’s learned by being a woman in parking leadership. [38:00] Lightning round: Melissa’s go-to phrase, the hardest thing she’s ever done, and what she’s most proud of. Notable Quotes “I can teach anybody the software. I can teach anybody the job. What I can’t teach you is to be flexible and empathetic and open to learning. – Melissa Jones “If I rise because of you, then that means somebody else can rise because of me.” – Melissa Jones “We’re never going to be alone and trying to figure out things. That’s work or personal. I’m right there… you can’t get rid of me.” – Melissa Jones About the Guest Melissa Jones, PTMP, is the Director of Customer Experience at TEZ Technology, where she leads the implementation and support teams. She is a PTMP member and an active contributor to multiple IPMI communities. Melissa’s career spans more than 20 years across account services, and customer support, including roles on community college campuses, in Class A office buildings, at events, and in valet services. She joined Parking Soft’s training department before its acquisition by T2 in 2017, where she spent multiple years before moving to TEZ Technology. Before her parking career, Melissa worked in counseling, supporting at-risk youth and families through behavior management and substance abuse challenges. She is also a fitness coach and CrossFit instructor, drawing on both backgrounds to build empathetic, resilient teams.

EP 57: 850 Square Miles: How Peter Sherwill Runs Parking for the Biggest City in America

In this episode of Harder Than It Looks, host Brian Wolff is joined by Peter Sherwill, Chief Public Parking Officer for the City of Jacksonville, the largest city by land area in the contiguous United States. Peter brings more than two decades of parking and mobility experience spanning valet, event parking, municipal operations, and private sector contracts, and now oversees a system of garages, surface lots, on-street parking, and enforcement across 850 square miles. Peter walks Brian through his winding path into parking, starting as a high school valet attendant and working his way through event parking at venues like Red Rocks Ampitheatre, municipal operations in Denver, and a private sector stop in Fort Myers before landing in Jacksonville. Brian and Peter dig into how Peter keeps a lean 40-person team motivated without a formal appreciation budget, how the department earned a seat at the table for major city projects, and how Jacksonville is modernizing decades-old technology while preserving the ambassador-like role of enforcement staff. They close with a look at the next big challenges facing curb management as downtown Jacksonville grows. Key Takeaways 1. Motivation doesn't require a big budget. Without funds for employee perks, small gestures, such as dedicated a employee break room, new uniforms, "Win Wednesday" recognition meetings, have transformed a once-fragmented enforcement team into one that has each other's backs. 2. If you want a seat at the table, you have to take initiative. Parking teams are often the last to know about city projects that affect the curb. Peter changed that in Jacksonville by proactively reaching out to other departments and showing up as a problem solver, not an afterthought. 3. Modern technology should remove friction, not remove people. Jacksonville is rolling out multi-space meters, online permitting, and updated LPR systems, while intentionally keeping staff visible and approachable so automation doesn't replace the human side of the customer experience. 4. The Curb is everchanging. As downtown Jacksonville adds housing, a rebuilt stadium, and more nightlife, the parking team expects to expand enforcement hours, add residential permit programs, and manage rising demand from rideshare and delivery traffic. Episode Highlights [02:00] Introducing Peter Sherwill and his origin story. [04:00] Learning municipal parking in Denver and expanding paid parking in Fort Myers, Florida. [06:00] The surprise twist that turned a different job interview into an offer for Chief Public Parking Officer. [12:00] Keeping a lean team motivated without an appreciation budget - break rooms, new uniforms, and "Win Wednesday". [17:00] A technology rundown: multi-space meters, online permitting, new LPR systems, and upgraded garage equipment. [19:00] Stakeholder stories: booting a city council member's car and creative curb solutions for a century-old downtown business. [30:00] Cross-departmental collaboration on downtown revitalization, the new Jaguars stadium, and micro-mobility expansion. [36:00] How Peter earned parking a seat at the table early in major city projects. [38:00] Balancing automation with a human touch by turning enforcement staff into downtown ambassadors. [43:00] Looking ahead: curb demand from deliveries and rideshare, micro mobility, and expanding enforcement hours. [48:00] Lightning round: Peter's go-to phrase, hardest career challenge, and what he's most proud of. Notable Quotes "It's just parking, it's not rocket science. We can figure anything out." - Peter Sherwill "I will carry the baton for whatever project it is as far as I must, to hand it off to the next person. I don't just wait for that baton to come back - I take the next one." - Peter Sherwill "If you need something to be successful at your job, let us know what it is. As long as it's reasonable, we're going to get it for you. I don't think I've said no once." - Peter Sherwill About the Guest Peter Sherwill is the Chief Public Parking Officer for the City of Jacksonville, overseeing a comprehensive system of parking garages, surface lots, on-street parking, and enforcement across 850 square miles - the largest city by land area in the contiguous United States. Peter has more than 20 years of experience in municipal and private sector parking operations, including event parking for sports and entertainment venues, short-term garage and valet operations at Denver International Airport, and municipal parking leadership in Denver and Fort Myers. He is recognized for optimizing revenue, developing high-performing teams, enhancing the customer experience, and advancing smart mobility technologies. Additionally, Peter currently serves as Secretary for the Florida Parking and Transportation Association.

EP 56: The Curb: Transportation's Toughest Puzzle with Benito Pèrez

In this episode of Harder Than It Looks, host Brian Wolff sits down with Benito O. Pérez, AICP, CTP, CPM, PTMP, Section Chief for Transit Capital Statewide at the Illinois Department of Transportation. Benito’s career has moved through urban planning, civil engineering, transportation policy, curbside management, accessibility, and transit capital planning. But the common thread through all of it is connection: connecting planners and engineers, connecting agencies and advocates, connecting infrastructure decisions to real human experience, and connecting today’s transportation choices to the communities we want in the future. The conversation also gets into the curb: why it is one of the most contested and misunderstood spaces in transportation, how accessibility has to go beyond the parking space, and why public agencies need to think more intentionally about every user who interacts with streets, sidewalks, transit, bike lanes, parking, and the curb. Benito also shares what he’s working on now at IDOT, helping transit agencies across downstate Illinois access capital funding for buses, maintenance facilities, transfer centers, and long-term infrastructure needs. His advice is simple but important: don’t just plan for what you need today. Think about what your system needs to become. Key Takeaways Transportation problems are rarely siloed. Parking, transit, biking, walking, land use, accessibility, and curbside management all intersect. The best solutions come when agencies and stakeholders stop treating them as separate conversations. The curb is where everything comes together. Benito describes the curb as a friction point where transportation systems meet land use, access, mobility, policy, and real-world user needs. Accessibility has to be built into the whole journey. Accessible parking matters, but the experience does not stop once someone gets out of the vehicle. Streetscapes, crossings, bike lanes, transit access, and signal timing all shape whether a place is truly accessible. Long-term planning requires more than today’s need. Benito encourages agencies to think about their 20-year buildout, especially when funding is available, so they do not solve today’s problem only to create tomorrow’s constraint. Public agencies and advocates need each other. Benito makes the case that advocates and practitioners are often working toward the same goals, but they need better communication, transparency, and trust to move things forward. Episode Highlights [02:00] Benito shares how growing up in a Navy family exposed him to transportation systems in Europe and shaped the way he thought about cities. [03:00] Why Benito first thought he wanted to be an architect, and how an advisor helped him realize he was more interested in the “architecture of space.” [06:00] A pivotal meeting with planners and engineers helped Benito realize he wanted to become a translator between disciplines. [09:00] Brian and Benito discuss why transportation, housing, land use, and parking have historically been siloed. [11:00] Benito explains how the rise of the car shaped zoning, street design, transportation policy, and the way communities developed. [20:00] Benito explains his current role at IDOT, overseeing transit capital funding outside of metro Chicago. [22:00] Why rural transit is often lifeline transportation for seniors, people with disabilities, and people accessing healthcare, food, and other essential services. [24:00] Benito explains why agencies should plan for their 20-year buildout, not just what they need right now. [30:00] Benito discusses the challenge of integrating ADA and accessibility into long-range transportation planning. [36:00] A powerful example of how flashing traffic signals can unintentionally create barriers for people with cognitive disabilities. [39:00] Where public sector leaders and operators should start if they want to do better around accessibility. [43:00] Why curbside management needs to be treated as a regional issue, not just a local one. [49:00] Lightning round: Benito’s go-to phrases, including “Curbside management is not a sprint, it’s a marathon.” Notable Quotes “Curbside management is not a sprint, it’s a marathon.” – Benito Pérez “It’s not a war on cars, it’s a war on the idea that car is the only option.” – Benito Pérez “We need to take a step back and think about both the infrastructure side of things and the operational side of things.” – Benito Pérez About the Guest Benito O. Pérez, AICP, CTP, CPM, PTMP, is the Section Chief for Transit Capital Statewide at the Illinois Department of Transportation, where he helps oversee capital funding and support for transit agencies across Illinois outside of metro Chicago. His career has spanned urban planning, civil engineering, transportation policy, curbside management, accessibility, and multimodal transportation planning. Before joining IDOT, Benito served as Transportation Policy Director at Smart Growth America and held multiple roles at the District Department of Transportation in Washington, D.C., including work focused on curbside management, operations planning, data, and policy development. Benito earned both a Master of Arts in Urban Planning and a Master of Science in Civil Engineering from the University of Florida. Known for his ability to connect disciplines, translate across technical and policy audiences, and bring stakeholders together, Benito is passionate about building transportation systems that are more accessible, multimodal, practical, and people-centered. Episode Sponsors Thank you to our sponsor of today’s episode, IPS Group. Visit ipsgroup.com to learn more about their mobility solutions. Thank you to Rytec Doors for sponsoring today’s episode. Visit rytecdoors.com to learn more about their energy-saving solution.

EP 55: EV Charging Is Harder Than It Looks with David Weber

In this episode of Harder Than It Looks, host Brian Wolff is joined by David Weber, Head of National Business Development for Parking at SWTCH Energy. David brings more than two decades of experience across the parking industry, starting as a valet at a Las Vegas casino before moving into operations, digital parking, business development, and now EV charging infrastructure. David’s path through parking has taken him across the parking industry. Along the way, he learned how to handle people, solve operational challenges, say yes to new opportunities, and build a career in an industry that has a way of pulling people back in. Brian and David dig into what parking operators and asset owners need to understand about EV charging: the misconceptions, the real costs, the role of incentives, load management, uptime, and why chargers should be treated as part of the broader parking ecosystem. David also explains why EV charging is less about becoming a major revenue stream and more about serving tenants and customers, and preparing parking assets for the future of mobility, including fleets and autonomous vehicles. Key Takeaways EV charging is not plug-and-play. Installing chargers requires understanding power availability, building infrastructure, load management, incentives, customer needs, and long-term operational goals. EV charging is an amenity and a competitive advantage. For garages, office buildings, multifamily properties, and urban parking assets, EV charging is increasingly becoming something customers expect. Operators need to cut through misinformation. David addresses common misconceptions around EV fires, vehicle weight, charger placement, and whether existing garages can support EV adoption. The real cost is often infrastructure, not the charger. Chargers themselves have become more affordable, but electrical work, conduit, transformers, and power capacity can drive the true project cost. Parking assets are well-positioned for the next wave of mobility With the growing trend of EV drivers, autonomous vehicles, and electric fleets, parking operators already control valuable real estate that could become essential charging and mobility hubs. Episode Highlights [02:00] David shares his career story, from growing up near Buffalo to starting as a valet at The Mirage in Las Vegas. [05:30] What David learned from working at the ground level of parking operations [11:00] Why EV charging is “much harder than it looks” and what parking operators often underestimate. [13:00] Brian and David discuss misinformation around EVs, including fires, vehicle weight, and garage placement. [20:00] The EV charging checklist: budget, incentives, site walks, electrical capacity, and load management. [25:00] The future opportunity around electric fleets, self-driving cars, and overnight charging. [30:00] What installing EV chargers really will cost operators. [34:00] David gives a snapshot of EV adoption in the United States and where he thinks the market is headed. Notable Quotes: “If you’re just getting started out in any business and it’s a little over your head, go for it.” – David Weber “EV charging is an amenity that has to be there now. If someone has an EV car, they aren’t even looking at an apartment or a complex that doesn’t have EV charging.” – David Weber “You could put four chargers in for under $10,000 and get them paid off in a couple years no problem.” – David Weber About the Guest David Weber is the Head of National Business Development for Parking at SWTCH Energy, where he helps parking operators and asset owners integrate EV charging into their facilities and broader parking ecosystems. David has spent more than 25 years in the parking industry, beginning his career as a valet before moving into supervisory, district management, operations, and business development roles. He has a practical understanding of how parking operations work on the ground, how technology gets adopted in the field, and what operators need from partners introducing new solutions. At SWTCH Energy, David focuses on educating the parking industry about EV charging infrastructure, incentives, uptime, load management, and the future role parking assets can play in EV development and mobility operations. Known for his operational background, direct communication style, and resilience, David brings a practical perspective to one of the industry’s fastest-evolving opportunities.

EP 54: Why Discernment is the New AI Superpower with Jake Miller

In this episode of Harder Than It Looks, host Brian Wolff is joined by Jake Miller, Co-Founder and CEO of ZIVIS, to explore what happens when software evolves into intelligence and what it really takes to trust it. With a career spanning large scale platforms, startup innovation, and now AI security, Jake brings a systems level perspective to one of the fastest moving shifts in technology. Jake’s journey started in networking and software engineering and expands into linguistics, entrepreneurship, and ultimately AI. He shares how thinking in systems shaped his career and the why the future belongs to those who can navigate and manage intelligent systems rather than just build them. Brian and Jake dive into ambient intelligence, the changing nature of work, and why discernment is becoming one of the most valuable skills in the AI era. They also tackle a critical topic for any operator adopting AI: trust. Jake explains why security is no longer a one-time checkbox and must become a continuous discipline. The adoption of AI is a direct challenge facing our industry today. As systems grow more complex and data becomes more abundant, the opportunity shifts from managing tools to interacting with intelligence. Key Takeaways AI is changing how we interact with technology. The shift is moving from structured tools to natural language interaction, where systems respond more like collaborators than software. Discernment is the new competitive advantage. AI can generate outputs at scale, but human judgment determines what is useful, accurate, and valuable. Start small with AI by improving your workflow. Your inbox, calendar, and daily processes are the easiest entry points to begin realizing immediate value. Existing companies have an advantage in AI adoption. Even messy data is valuable. Organizations that already have data can reverse engineer insights and accelerate faster than starting from scratch. Trust in AI must be continuous, not static. AI is changing how we interact with technology. Security, governance, and ethical use require ongoing monitoring, testing, and adaption as AI continues to evolve. Episode Highlights [02:00] Jake shares his early career in networking and software engineering and his fascination with systems thinking. [06:30] How a background in linguistics unexpectedly became foundational in the age of generative AI. [10:30] The shift from traditional SaaS tools to conversational, AI driven workflows. [15:00] Why discernment and “taste” matter more as AI generates more content. [20:00] What ambient intelligence looks like in practice and how it changes data interaction. [27:00] Where to start with AI adoption using your inbox and daily operations. [34:00] The difference between AI native companies and those adapting existing systems. [36:30] Why AI security requires continuous testing and new approaches like threat modeling. [41:00] Real world examples of prompt injection and how vulnerabilities can persist across systems. [45:00] Practical advice for parking operators looking to adopt AI responsibility. Notable Quotes “Don’t limit limit yourself and edit yourself while you are working. Let it all out. Then go back and apply judgment. – Jake Miller “Don’t write it. Reverse engineer it. Go to your data and say ‘I need a modern version of this output, how it works today.’”– Jake Miller “If you’re starting out and you’re asking yourself the question ‘What do I do with this AI thing?’ My very first answer would be ‘How do you improve your personal workflow?’” – Jake Miller About the Guest: Jake Miller is the Co-Founder and CEO of ZIVIS, where he is building the next generation of AI trust and security systems for organizations operating in real world environments. Jake has 25+ years of experience in software engineering and product development. He has led teams at ExactTarget Salesforce Marketing Cloud and has helped dozens of startups bring products from ideas to market. Known for his systems thinking and deep technical expertise, Jake focuses on helping organizations navigate the complexity of AI while maintaining trust and security.

EP 53: From Chalk to Cloud - Nexity, Towne, and the Future with Shareena Sandbrook

In this episode of Harder Than It Looks, host Brian Wolff sits down with Shareena Sandbrook, Chief Commercial Development Officer at Towne. Shareena was the Co-Founder and CEO of Frogparking, a global parking technology company she co-founded with her father, Don Sandbrook, in 2009. 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.

EP 52: Karen Mangia - 100 Reviews Can Double Your Business. Here's How to Get Them

In this episode of Harder Than It Looks, host Brian Wolff is joined by Karen Mangia, SVP of Global Customer Success at Bazaarvoice. Karen is a Wall Street Journal bestselling author and a proven customer experience expert. 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 Customer success is the purpose of the business. Every role contributes to delivering value to the customer, not just a designated team. Negative Feedback is one of your most valuable assets. Unhappy customers reveal gaps in execution and often point to simple fixes with big impact. Reviews are a powerful driver of trust and conversion. More reviews increase credibility, visibility, and ultimately influence purchasing behavior. Action matters more than insight. Collecting feedback is meaningless unless it leads to consistent, repeatable improvements. 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.

EP 51: "You Can't Fall Out of a Basement" with Neil Hart

In this episode of Harder Than It Looks, host Brian Wolff sits down with Neil Hart, Vice President of University Operations at Reimagined Parking. With more than 30 years of experience spanning private parking, healthcare, and higher education, Neil brings a rare, full spectrum perspective on leading in a service industry. 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 Careers aren’t linear – lean into opportunity. Neil’s path in and out of parking shows that diverse experiences often create the strongest leaders. People, process, and technology are the foundation of great operations. No matter the scale, these three pillars keep everything running. You don’t get thanked in this business – and that’s okay. Success in parking and auxiliary services requires internal motivation, not external validation. Short-term clarity beats long-term guessing. Neil emphasizes focusing on 2–3-year planning cycles rather than overly rigid 10–15-year forecasts. 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.

EP 50: Today, Tomorrow, and Tomorrowland - Keith B. Jones on Integrity, Technology, and the Future of Parking

In this episode of Harder Than It Looks, host Brian Wolff sits down with Keith B. Jones, Chairman and Owner of ACE Parking – the largest family-owned parking and mobility company in North America. 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 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. 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. Technology is only as good as the people behind it. AI may automate operations, but trained humans remain essential to making technology work effectively. Integrity creates long-term stability.Keith emphasizes structural soundness to build organizations that can withstand disruption and continue serving clients. 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

EP 49: Meet Dr. Tanara Teal-Tate - 200 Pages, 18,000 Spaces, and a $24M Empire

In this episode of Harder Than It Looks, guest host Heidi Barber sits down with Dr. Tanara Teal-Tate, Executive Director of Parking & Transportation at the University of Tennessee, Knoxville – a leader overseeing a $24M+ auxiliary enterprise serving more than 50,000 campus community members. 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 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. Engineering mindsets change leadership decisions. Dr. Teal-Tate’s mechanical engineering background enables data-driven data, financial modeling, and strategic master planning. Challenges universities face: real estate and costs. Land constraints and cost realities make expanding and decision making a planned action. Change requires both courage and communication. Leaning on a team and prioritizing innovation and technology will benefit the student experience. 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

Episode 48: How Kevin Uhlenhaker is Building an Independent Voice for Parking

In this episode of Harder Than It Looks, host Brian Wolff sits down with Kevin Uhlenhaker, CEO & Publisher of Parking Today Media. 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 Success takes time Although Kevin is experienced in the industry, Parking Today Media still experienced challenges and growing pains. 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. 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. 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.

EP 47: Collaboration Is Not Optional - What 30 Years in Parking Taught Maggie Vercoe

In this episode of Harder Than It Looks: Parking Uncovered, host Brian Wolff sits down with Maggie Vercoe, COO of TEZ Technology and a 30-year veteran of the parking industry. 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.

EP 46: The Night Everything Changed – Susan Cole’s Story of Grit & Reinvention

In this episode of Harder Than It Looks, host Brian Wolff sits down with Susan Cole, Founder & CEO of Cole Ticket Solutions (CTS) – a woman-owned business reshaping consumables, automation, and supply chain efficiency across the parking industry. 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 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. 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. Innovation is born from necessity. Cole Cube, her automated on-site ticket supply room, was created to solve supply chain chaos during the pandemic. Relationships built over decades matter. Susan credits much of CTS’s early success to the trust she developed throughout her 20 years in parking. 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.

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EP 45: Is There Such Thing as Too Much Parking? Urban Revitalizer Jeff Siegler Weighs In

In this episode, host Brian Wolff sits down with Jeff Siegler, author, urbanist, and founder of Revitalize or Die, for a candid conversation about civic pride, apathy, and how an overemphasis on parking might actually be holding our communities back. 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.

EP 44: AI with a Human Touch - How Dave Mueller and Raf Abanilla are "Breezing" Towards Innovation

In this episode of Harder Than It Looks, host Brian Wolff is joined by Dave Mueller, President of Parking Concepts Inc. (PCI), and Rafael Abanilla, Senior Vice President of Operations and Innovation at PCI. 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.

EP 43: Hire for Heart, Train for Skill: Dean Ahmad’s Recipe for Leadership

In this episode of Harder Than It Looks, host Brian Wolff is joined by Dean Ahmad, Vice President of Parking and Transportation at Dallas-Fort Worth Airport (DFW). 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.

EP 42: Big Ten School = Big Parking: How Gabe Mendez is Rewriting the Playbook

In this episode of Harder Than It Looks, host Brian Wolff sits down with Gabe Mendez, PTMP - Director of Transportation Operations at the University of Wisconsin-Madison. 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.

EP 41: Disruption Ahead! Bob Murray & James Paden on Parking’s Next Big Shift

In this episode of Harder Than It Looks Parking Uncovered, host Brian Wolff sits down with Bob Murray, CTO at CampusParc, and James Paden, Chief Product Officer at Parker Technology. These tech veterans share their experiences transitioning into the parking industry and offer insights on how outside expertise is driving innovation in parking operations. 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

EP 40: Service, Struggle, and Strength - The Making of Amano's CEO, Greg Brewer

In this episode of Harder Than It Looks Parking Uncovered, host Brian Wolff sits down with Greg Brewer, the newly appointed President and CEO of Amano McGann, Inc. Greg shares his inspiring journey from humble beginnings to leading one of the parking industry's top technology providers. He offers insights on authentic leadership, company culture transformation, and balancing technological innovation with essential human interaction in parking operations. Key Takeaways: Authentic leadership rooted in diverse industry experience builds credibility and relatability Unifying company culture requires breaking down silos between branches and corporate Empower employees to make customer-centric decisions based on empathy While technology streamlines operations, human interaction remains crucial for customer satisfaction 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