Use of technology means fast, hassle free, check-ins and checkouts.

Garcia explained that PARK2GO prides itself on making parking the fastest

part of its customers’ trip by assisting them with luggage and getting them

to and from the airport in nine minutes, and all with a friendly smile and

courteous service.

What really impressed Garcia was that the new system was expandable and

adaptable to his needs now and in the foreseeable future. It could also be

installed quickly and efficiently with minimal disruption to existing business processes.

He liked the immediate payback of an online reservation system with mobile

PDA check-in that includes bar code recognition and credit card swipe

interfacing. That made for faster, hassle-free check-ins and checkouts.  

The digital camera technology also ensured accurate vehicle identification

and protection.

In Garcia’s mind, the technology helped simplify and organize everything

while still holding employees accountable. The beauty was that all of

these activities were seamless to the customer whose primary interest

was to leave their vehicle in the secure hands of PARK2GO and then

get to and from the airport quickly, efficiently and with as little hassle

as possible.

PARK2GO uses technology to monitor and manage cars, keys and employees.

“The new system helped us in other ways by providing protection against

employee clerical and operational errors and fraudulent customer damage

claims. It’s amazing technology – to be able the monitor the comings and

goings of cars, keys, and employees – all under one roof at one of North

America’s busiest airports. We also have the option of adding payroll and

work scheduling and other features at a later date if we want. The system

can grow with us. That’s a prudent strategy for helping us to manage our growth.”

Garcia is a believer in using technology to streamline operations. The

use of hand held scanners and printers and automatic video and still

photos of vehicles checking in and our of PARK2GO’s monitored parking

lots saves both time (for customers and employees) and ensures accuracy

and security. 

“The visual records created of vehicles coming in and out of our

secured lots is ideal for us,” says Garcia. It protects both the customer

and PARK2GO. The customer is protected in the unlikely event that

his/her vehicle sustains damage while under our care. PARK2GO is

also protected from unscrupulous criminals trying to commit fraud by

parking damaged vehicles and then trying to claim damages by pointing

the finger at us. Either way, it’s a win-win for both the customer and PARK2GO.”

He was also quick to point out that PARK2GO has had some growing

pains as well. “Let’s face it, we are human and we make mistakes.

As long as we learn from our mistakes and find ways to improve our

service every day, that’s the best way to get better at what we do.”

A big reason for PARK2GOs success is Garcia’s passion for listening

to his customers. Feedback is important. The majority of his customer

correspondence comes via email. “I get a lot of emails every day. The

good, the bad and the ugly,” he says with a smile. “I try to respond to

every email as fast as possible. Overall, I’d say we are being positively

received by our customers and our strong work ethic is improving our

service levels as we get better at what we do.”

As an example, one customer (Sandra Crozier) writes, “I have been using

PARK2GO for more than a year and have always had a good experience.

I have used the service for both business and personal travel and have

found it to be hassle free. I specially love returning to a warm, snow free

car with the lights on. It’s a lot ‘cheerier’ than searching for a cold car in

the dark after arrival. The shuttle is always on time too and you don’t have

to sit and wait for the shuttle to fill up before they take you to your flight

or your car. It’s a great service.”

However, he doesn’t just rely on customers for feedback.  He regularly

solicits the opinions of well-informed professional travel writers.  “I have

experienced travel writers critique our service,” says Garcia.  “They

travel the world all the time and know what to expect in good service. 

Their candid comments have been very useful for tweaking our operations. 

In my book, there is always room for improvement.”

Garcia prides himself on constantly looking for ways to enhance

customer communications by employing technologies that are important

to them.  That includes incorporating social media such as Facebook

and Twitter.  Texting and emails are already being used.  Integrating

Facebook and Twitter are at the top of his current to-do list.

He added another example of implementing customer feedback. 

Following quickly on the heels of being the first Canadian company to

embrace AVPM automated valet parking service, PARK2GO became

the first airport parking company in Canada to offer AIR MILES® reward

miles. Again, Garcia attributes the latter to listening to his customers. 

“They told us they wanted value added services like AIR MILES, and we

delivered!”

While word of mouth is a great sales tool, Garcia also relies on radio

ads, flyers, public relations and special on-line promotions and discounts

to drive traffic to WWW.PARK2GO.CA. “One of our marketing strategies

is to drive more customers through our online reservation system.

Another is to employ social media and wireless technology to make us

more efficient to our customers and more profitable to our shareholders.

All of this has been made possible because of the technological prowess

of our new automated parking valet system. ”

Neil Bouquet is a freelance writer living in Calgary, Alberta.

 

Accredited in Public Relations
Contact Neil Bousquet APR today!
(403) 256-8834