DIAMOND Dialog G r o w i n g To g e t h e r.
SUMMER 2016
It Takes a Team
Canadian Corner
Photo by: Annie E. Vargas
Suraya Tabesh, Diamond Parking BC Director of Business Development, knows what she wants. “My goal is to have our Diamond brand at every intersection in the downtown Vancouver core. That way you see it, you feel it and its right there all the time.” Suraya and her team of Mike Poirier, Vice President of Operations and Michael Murray, Vancouver City Manager, have taken a giant step in reaching that goal by winning a contract to manage a 702 stall parking garage owned by TA Management, one of the largest property development, construction and management companies worldwide. “We gain a lot of recognition in the marketplace by managing the parking for such a high profile global client,” notes Mike. ‘You can’t buy this type of advertising. Landlords see our signs in a prominent location and wonder why TA switched to Diamond.”
(Pictured left to right) Michael Murray, Vancouver City Manager; Suraya Tabesh, Director of Business Development; and Mike Poirier, British Columbia’s Vice President of Operations.
Suraya will be the first to tell you why TA changed parking management companies, because she, along with Diamond’s corporate team in Canada and in Seattle, spent months developing a plan to win the business. “We all put our heads together to develop a strategy. We knew that gaining their trust was key. It took me 6 months to get a meeting followed by a bazillion phone calls and more meetings. I guess I never “We gain a lot of recognition in the gave up. Persistence is key in my role.” marketplace by managing the parking of Suraya says when she shared that Diamond Parking, Continued on inside
such a high-profile global client.” — Mike Poirier, British Columbia’s Vice President of Operations
We hope you enjoy reading our latest newsletter INSIDE THIS ISSUE - It Takes a Team - 2016 IPI Conference - Diamond Career Opportunites - Going the Extra Mile - Ahead of the Curve
“Today the parking business is taking advantage of new technologies at warp speed. We need to stay on top of developing trends that will help us be more efficient across all channels of our business.” – Kevin Campbell, General Manager Parking Services
Divide and Conquer – 2016 IPI Conference and Expo, Nashville, TN Diamond Parking’s Kevin Campbell, General Manager Parking Services, Patrick Seward, Eastside City Manager and Sheila Irish, Tacoma/ Olympia City Manager, recently attended the International Parking Institutes (IPI) annual conference and each gave the gathering “5 stars.” “This is the granddaddy of all industry shows,” says Kevin. “Each of us focused on seminars, workshops and one-on-ones that pertained to our areas of responsibility and interest,” states Kevin. With more than 250 exhibitors, thousands of products and services, and 3,500 attendees from 45
countries, Patrick says that the “divide and conquer” strategy definitely paid off. “I manage the municipal parking east of Seattle for Bellevue, Redmond, and Bothell. I was able concentrate on meeting with transportation managers from some of the largest municipalities nationwide, like New York and San Francisco to learn, for example, how they are using data to better manage traffic flows as cities grow.” Patrick adds that he shares this information that would otherwise be unavailable without costs to his eastside clients. “It’s a direct benefit to them to have Diamond investing in leading edge trends and technology.”
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 SEARCH JOBS IN OUR 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
CAREER SECTION
Diamond Parking is an equal opportunity employer.
Kevin suggests Diamond should attend future IPI conferences sending different people to gain different perspectives. “Today the parking business is taking advantage of new technologies at warp speed. We need to stay on top of developing trends that will help us be more efficient across all channels of our business.”
Next year IPI will be held in Ne w Orleans
from the
President’s Desk Going the Extra Mile - Exceeding Customer Expectations
At Diamond, we achieve our highest levels of success when we work
Orlando Diaz, one of Diamond
as a team. Our lead story on Diamond Parking Canada winning an important parking
Jon Diamond
management contract in downtown Vancouver, British Columbia, clearly
Parking’s Customer Service Representative’s, recently won praise from a Diamond customer for going the extra mile and providing exceptional customer in resolving a parking issue. Here’s what Carol K., of Seattle wrote:
demonstrates the value of team. In this instance, we were able to combine the talents of several different managers to collaborate on developing strategies with a common goal. Our work as a team produced a variety of suggestions and ideas. The pros and cons were discussed. Alternatives were explored. Each team member had an equal contribution with a solution best suited for a successful outcome. At the end of the day, when we won the contract, we gained a strong sense of solidarity and mutual satisfaction. Understanding the
Orlando Diaz, Customer Service Representative
Hello Diamond Parking leadership,
er service appreciation Please share my note of custom the phone when I called with Orlando, who answered e 25th 2016. As a about a parking notice on Jun ve, Orlando was positive, customer service representati helping me with this professional and proactive in to have someone so kind parking issue. I was thrilled faith in big private and real assist me. I have new rking. Please give him a companies like Diamond Pa personally!” bonus and thank him for me Best, Carol K., Seattle
importance and value of teamwork at all levels of Diamond Parking will continue to produce superior results and achieve shared goals more effectively and efficiently.
Orlando says he speaks daily with people from all walks of life. “In every interaction, I want the best possible outcome. I treat people with respect and listen to them like I can make a difference.” Orlando holds a BA in Sociology. He says his studies gave him a strong set of skills that include counseling and case management. “I’ve always been a people watcher and interested in social behaviors and interactions.” Interesting to note that Orlando is also an artist utilizing traditional methods of painting, drawing and sculpting. He says he sells his work at local art fairs and festivals. “For me it’s the “Art of Life” everyday.”
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Ahead of the Curve Growing your city parking business from 4 team members to 24 in 4 years definitely qualifies Alex Isvanca, Diamond’s San Diego City Manager, to earn the distinction of being “Ahead of the Curve.” How does he do it? “I focus on areas that are up and coming. I constantly drive and walk neighborhoods monitoring properties, buildings, and land that are for lease or for sale. With me Alex Isvanca, City Manager, San Diego it’s always “boots on the ground.” Alex states that population growth in San Diego County shows little sign “I constantly drive and of slowing. But it was the city of San walk neighborhoods Diego, he adds, that is experiencing monitoring properties, the highest growth rate, outpacing even the region’s traditionally fastbuildings, and land that growing suburban cities. “You can are for lease or for sale.” see cranes on the skyline. That’s a signal of new development. New
It Takes a Team
Continued from cover
like TA Management, is a family owned business, the door began to swing open to the reality of working together. “I told the owner that we are property owners not just a parking company. In fact, we are business partners. Our focus is creating long term relationships built on trust and exceptional customer and client service.” Mike says that TA Management has other parking assets in Vancouver as well as key cities in the states. “Now that we are managing their flagship property in downtown Vancouver, we hope to expand our parking services management to other cities.” At the
restaurants and retail are opening. I think people are moving back downtown.” Alex’s busiest season is summer. Locals and tourists flock to the beaches. Events happen weekly. He notes that when he first came to San Diego, 75 percent of Diamond’s parking was at the beach, with 25 percent inland. He’s very proud of shifting the pie to where it’s now half and half. “I have developed strategies to effectively generate revenue through the year. I focus our efforts on emerging business districts and neighborhood areas that we know are growing. I keep exploring ways to consistently increase clients and customers for Diamond. I want our properties to be busy year round.”
Rapidly growing downtown Vancouver skyline
end of the day, Mike credits Suraya with never giving up and pushing forward even in the face of no agreement. Suraya would have none of it. Suraya indicated “I opened the door, but I could never have closed it without the entire Diamond family team behind me. In my 10 years of business development experience, I have never had this kind of trust and support.”
“Now that we are managing their flagship property in downtown Vancouver, we hope to expand our parking services management to other cities.”
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Diamond Anniversaries
Diamond Feedback
We want to congratulate those employees who are celebrating 10 or more years with Diamond Parking. Thank you for your dedication! 40+ Years Marcia A. Canniff
Accounting
45
30+ Years Janis Jeffries
United Parking
32
20+ Years Kenneth Williams Abebe Seyoum Lorenzo Galo Robert J. Duprie Kevin A. Leaf
United Parking Seattle Attended Honolulu Bremerton Accounting
28 24 22 20 20
15+ Years Terrence W. Green Tekeste Abraham Gregory G. Matous Darryl Temple Rina Nguon Sidney D. Lykes Selamawit Ogbazghi Tilahun Wolde Bereket Geberemedmin Belete Mehatemu Randall Johnson Wayne Kawamura Bambi Feehan William Feehan Maria Tolentino
Home Office Seattle Attended Accounting Home Office Parking Service Seattle Attended Seattle Attended Seattle Attended United Parking United Parking Auditor Honolulu Spokane Downtown Spokane Downtown Honolulu
19 19 17 17 17 17 17 17 17 17 16 16 16 16 15
10+ Years Esmeralda Romero Gary R. Hutchison Teweldeberhan F. Misgina Merhazion M. Nezareab Lisa A. Dowers Andrew Chung John B. Fox Carlos R. Moran Bernadent Veal Myron W. Spiegel Donny D. Everett Helen D. Yofthaye Mikese A. Wolde Kenneth W. Slocum
Long Beach Spokane Airport U-District United Parking W&W Paulsen Building Honolulu Long Beach North Sound Parking Service Home Office Bremerton Seattle Attended Seattle Attended Spokane Airport
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WE WELCOME YOUR COMMENTS: Diamond Dialog is published by Diamond Parking. For comments and suggestions please write to us at: dialog@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, tollfree) or by using a postage-paid mailer available at any Diamond Parking field office.
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