DIAMOND Dialog FA L L 2 0 1 6
G r o w i n g To g e t h e r.
Spotlight on the Golden State In 1968, the state legislature made the “Golden State” California’s official nickname. Many wondered why it took so long given California’s long association with gold beginning with the historic Gold Rush of 1848. Diamond Parking opened its first surface lot in San Diego in the early 1980’s, and notes President Jon Diamond, “The demand for parking is now statewide.” San Diego saw the second fastest population increase in California according to 2015 census figures. Urban expansion in downtown combined with start up innovation regionally continues to provide Diamond with new growth opportunities, “Our mix of parking facilities serves a rapidly expanding downtown business core as well as millions of year-round visitors who flock to our beaches,” states Alex Isvanca, Diamond’s San Diego City Manager. Staying abreast of developing trends, will reveal the potential for downtown San Diego growth and will allow him and his team to develop new strategies to generate revenue throughout the year.
NORTHERN CAL
SAN DIEGO
“I would say the most important opportunity today is to recognize the wealth of growth prospects that we have in Long Beach and Santa Ana,” states City Manager Scott Whitford. Scott notes that redevelopment is underway in both cities and he adds that its vital to stay ahead of the redevelopment projects throughout the region. “We search for pockets of development and density where a mix of businesses, such as banks and city offices along with retail, residential and restaurants, are creating a demand for parking.” Looking ahead, Scott believes that growth forecasts in international
LONG BEACH/ SANTA ANA
Continued on inside
LOS ANGELES
PASADENA LONG BEACH/ SANTA ANA
SAN DIEGO
We hope you enjoy reading our latest newsletter INSIDE THIS ISSUE - Spotlight on California - BOMA Octoberfest - Diamond Career Opportunites - Going the Extra Mile - Ahead of the Curve
Ahead of the Curve Marcia Canniff
R ATI NG B E
CEL
Today more people are working longer and retiring later than ever before in U.S. history. However, those who reach the 45-year mark with one company are rare enough to merit our full attention. Case in point is Diamond’s Assistant Controller, Marcia Canniff. “In 1971, I was hired as a parking lot attendant. It was only meant to be a summer job during college,” notes Marcia. 45 years later Marcia says she still loves going to work because of the people and the culture. “Being part of the Diamond family has meant a lot. They appreciate my contribution and support my loyalty personally and professionally.“ Over the years, Marcia has witnessed first hand how technology has changed Marcia Canniff, the accounting world of handwritten Assistant Controller ledger entries to computerized systems. “Remember there were no computers or cell phones,” states Marcia. And she laughs when
she recalls that there wasn’t even a copy machine in the Corporate Office. “We used blue carbon paper and typewriters. Monthly parking was processed by hand, Accounts Receivables were kept on index cards and remember parking tokens.” When Marcia began her career with Diamond several memorable milestones ushered in the New Year; Ford introduced its first compact, the Pinto; Walt Disney World opened; and, Intel introduced its first Microprocessor. Looking ahead, Marcia says she doesn’t anticipate any changes. “I like the people. I like doing a good job. I am very grateful to have the opportunity to continue to contribute.”
BOMA Octoberfest 2016 Diamond’s team of Business Development Managers Hailey Mattson and Monty McAlpine, along with Greg Harrison, City Manager - Attended Division, recently attended the Building Owners and Managers Association Seattle King County’s (BOMA) Octoberfest, held in Seattle. “It’s an excellent forum where we can stay in touch with our current clients as well as make new contacts,” notes Hailey. “It’s also important to get updates on client happenings, strengthen relationships and introduce ourselves face to face,” adds Hailey. Monty responded that the BOMA event was a great avenue to get the Diamond brand out in front of industry players. “Hopefully this leads to increased trust, credibility and, ultimately, more opportunities. It’s also a fun event, and who can’t use a little more fun at work? Greg sees the annual event as a timely opportunity to enlighten property owners and landlords to the fact that Diamond is much more than just the “king of surface lots.” ‘”We have a rich portfolio of parking garages, airport parking, storage,
Greg Harrison, City Manager, Attended Division parking consulting and more. We always want to take advantage of important industry events to tell our story.” BOMA is a professional trade association with several hundred members from over 250 firms who either own or manage commercial real estate or provide goods and services to the industry. Established in 1912, BOMA is recognized as the voice of the office building and commercial real estate industry.
from the
President’s Desk Spotlight on Golden State Continued from cover
Team member loyalty is essential to the
trade, tourism, hospitality, aerospace and government services will continue to present new opportunities for Diamond in the Long Beach/Santa Ana markets.
productivity of our parking business. The satisfaction that our share with their business peers, family and friends
Pasadena, like other cities in Southern California, is experiencing pockets of rapid growth that create more demand for parking. City Manager Victor Quintana says addressing parking needs in a collaborative manner is one of the keys to his success. “Our mix of self-park and attended locations that serve daytime businesses also produce additional revenue by providing after hours parking for patrons visiting destination retail and restaurants,” notes Victor. He states the additional revenue helps to offset operation costs and creates a winning partnership with landlords and property managers. “There are many growth opportunities in our market. We continue to stay ahead of he curve.”
PASADENA
clients and customers Jon Diamond
is largely a result of the value they get from our employees. Diamond’s Assistant Controller, Marcia Canniff, who is celebrating 45 years with Diamond, exemplifies the premise that loyal team members can continue to provide exceptional value. Marcia carries the Diamond image squarely on her shoulders everyday. I believe that loyal employees, such as Marcia, are able to create the value required to keep our business healthy and growing. Company-wide, we strive to develop this attitude in our top managers, so that they recognize the importance of being role models. Another important issue when it comes to having loyal employees is keeping communication flowing. The businesses that focus on keeping their team informed and in the know help to make them feel more a part of a team. When you take the time to clearly communicate with your employees, letting them know your expectations, their job duties, and provide feedback, they will be more loyal. We take our employees welfare seriously and believe that as a result they will reward us with
“One of our biggest challenges is getting from point A to point B,” quips LA City Manager, Paul Intrachooto. “In our traffic it can take 20 minutes to travel 2 miles.” To overcome this daily dilemma, Operations Manager Joe Cardenas, also devotes some of his time to business development, and says he has trained staff to immediately communicate updates via mobile. “We have a solid team in place that understand and support our mission. We have created a transparent operation where everyone knows what’s expected.” As a result, both Paul and Joe agree that their rapid response to questions or concerns from landlords and property managers is a strong bridge to new growth.
LOS ANGELES
Diamond’s Bay Area parking facilities include a broad mix of parking operations that cover a wide geographic area. “We have a little bit of everything including valet-assist, attended and unattended surface lots, after hours parking and enforcement contracts with mixed use residential and retail developments,” says Bay Area City manager Nesh Pal. Geographically, Nesh says his territory stretches from Walnut Creek, to Oakland and Berkley, and to San Jose up the peninsula to Redwood City and Palo Alto. Nesh adds that he works closely with Diamond’s Business Development team to continue to explore new growth opportunities. “I am always learning and it’s very rewarding to know that I have a great group of parking and business specialists supporting me as we continue to grow.”
NORTHERN CALIFORNIA
their loyalty.
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Going the Extra Mile - Exceeding Customer Expectations Cooperative Communication “Word of mouth referrals in small communities is the best way to get our name out,” states Billings, Montana, City Manager Peter Sanderson. Peter often teams up with nonprofits such as the Yellowstone Art Museum to provide event parking. At the Museum’s recent Masquerade Ball, Peter says he adjusted pricing to allow partygoers to leave their vehicles in a safe environment overnight rather than drive home after their revelry. “I call it cooperative communication and it goes along way to build trust in a small community.” The Museum staff agreed and wrote Peter a personal note of customer appreciation.
Dear Peter,
us know Thank you so much for letting g. We put about the $2 overnight parkin y were out signs for our guests so the cars and not Peter Sanderson, aware they could leave their City Manager, Montana drink & drive. ce spa re It’s great to know we have mo downtown and our small since parking is at a premium . Hopefully we will also be lot fills quickly during events events like our upcoming able to use both lots for future over 400 people. Art Auction which also draws Kat H. – Thanks again for all you do,
Pleasantly Surprised United Parking Area Managers Nolan Burleson and Lai Le say they were caught off guard recently when a long time client took time to applaud their approach to providing outstanding customer service. “We always work to resolve any issues as quickly as possible,” states Nolan. Lai adds, “When assisting customers, we take into account what we would expect if we were in the customer’s shoes and balance that with our company’s directive and values to find a solution that would be satisfactory to both sides, all the while, being very courteous, respectful, and polite during the interactions. Both admit that it feels good to be acknowledged “for what we do everyday.”
Lai Le, and Nolan Burleson, United Parking
A good resolution to a
parking notice
Dear Diamond, W e were attending a meeting at Madro Real Estate Servic na es. We were assign ed to one of their parking slots. Whe n the meeting was over we found this notice on our vehi cle. Please recons ider this infractio and let us know yo n ur decision. – Mik e B. The stalls are rent ed on a monthly ba sis and I had advi the vendor (Mike sed B.) to park in one of them since our staf was not parked th f ere. Please waive the fine. – Sincerel Pat Weber, Madro y, na Real Estate Se rvices, Seattle Dear Pat, We are emailing you to in form you that your appeal has been ac cepted and the refe renced parking notice has been vo ided. We apologiz e for any inconvenience this may have caused. – Diamond Servic es Dear Diamond, W onderful. I so enjo y our relationship with Diamond. Nol an Burleson is am azing as is Lai Le are great ambassad ors of your compa ny. That makes you very special. Our world of prop er ty management is always challengin g but having vend or s w e can work with and enjoy at the sa me time is what ro ck s m y world. – Best, Pat Weber
– 1 90 0 L O CAT I ONS – 1 54 ,89 3,7 98 Combine d Hours of Ex per ienc e –
Diamond Anniversaries We want to congratulate those employees who are celebrating 10 or more years with Diamond Parking. Thank you for your dedication! 45 Years Marica Canniff
Accounting
45 years
35+ Years Daniel Geiger
Spokane
39 years
30+ Years Diane M. King Cheryl O’Reilly
Honolulu Seattle Attended
33 years 31 years
20+ Years Roger R. Pagaduan Robert L. Turley Kevin Campbell
Honolulu Accounting Parking Service
26 years 20 years 20 years
15+ Years Jill Daher Sonia N. Nakamoto Yonas Tegegn Demessie Lance Morrison Linda S. Fait
United Parking Honolulu Seattle Attended United Parking Medford/Ashland
19 years 17 years 17 years 15 years 15 years
10+ Years Bernardo T. Tagaca Tesfaye F. Debebe Steven R. Smith Donna M. Richardson Theresa L. Malufau Darrell G. Taylor Ahmed A. Farah Rodney D. Larsen Laura L. Kinard Henock Y. Gebremedhin Fanaye G. Fisseha Abiy Aramde
Honolulu United Parking Eugene Tacoma Honolulu Seattle Attended Seattle Attended Salt Lake City Airport Tacoma United Parking Seattle Attended United Parking
14 years 13 years 13 years 12 years 12 years 11 years 11 years 11 years 10 years 10 years 10 years 10 years
Diamond Feedback WE WELCOME YOUR COMMENTS:
Diamond Dialog is published by Diamond Parking. For comments and suggestions please write to us at: dialog@diamondparking.com.
To learn more about the Diamond Difference visit www.diamondparking.com
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A ctionline WHAT DO YOU THINK? Whether you are a landlord, customer or employee, you can use Actionline to provide comments, suggestions or observations; to ask questions, voice concerns, report situations, or to forward information that you feel may need attention. Actionline is served by an independent communication services firm. Through this service, you may provide your personal contact information and receive a response directly from Diamond Parking. Or, you may provide your personal contact information, request to remain anonymous to the company, and receive a reply through the Actionline service. Contact Actionline by e-mail at ask@actionline.com, by telephone at 1-800-426-0426 (day or night, toll-free) or by using a postage-paid mailer available at any Diamond Parking field office.
Diamond Offers Rewarding Careers We take pride in hiring the brightest and hardest working people in the parking industry. Our team members are committed to provide exceptional customer service and deliver the highest level of client satisfaction. If you are interested in joining the Diamond team, please visit the link to review current career opportunities www.diamondparkingcareers.com or, e-mail your resume to hr@diamondparking.com Diamond Parking is an equal opportunity employer.
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