Soft Bigotry of Low Expectations – Parking’s 85% Rule

President Bush often quoted the term "soft bigotry of low expectations." It refers to setting standards for one group lower than another, the idea being they can't, for whatever reason, achieve as much as the other group. Time and again that has been proven nonsense. Certainly some may have to work harder than others but perseverance and hard work will usually win the ay.

We have a similar problem in parking. It goes unsaid, but it's an undercurrent that permeates most of our professional lives. I call the 85% rule. We seem to think our actions are 'good enough' if we hit 85%.

1. I was walking the trade show floor at the IPI and in one booth I talked to the CEO about his product. He said, after I swept through the normal chaff and got to the wheat that his product collected, he could guarantee, 85% of the data it sought. He seemed to think that was acceptable for this industry and smilingly went on with his spiel.
2. A few years ago, an auditor friend of mine noted in a valet only garage at a major hotel in a major city, 17% of the tickets were missing on any given day. When he told the operator the response he got was "Wow, at least we have this location under control." And the guy wasn't kidding. He honestly felt that 17% ticket loss in a garage where basically every ticket was handled by his employees was acceptable because it was the best that could be done.
3. I was talking to a division manager of a major parking company and he was laughing about how those of us in parking needed a shot of Carbon Monoxide from time to time just to stay alive. He then got serious and told me, with a straight face, that 15% of the revenue is uncollectable, and we have to accept that.
4. In many cities, when we talk about collection (of citation revenue) we find that if they are collecting 85%, it's a lot. Most collect less than that.
5. I was told at the meeting of PEO's in Australia that a good rule of thumb is that 90% of all citations are never written. In other words, scofflaws get away with it 90% of the time.
6. When I was installing revenue control equipment ( back in the dark ages ) we found that whenever we put new equipment in, the revenue would immediately jump at least 15%. By the way, I think this is true of most equipment.
7. A VP at a major parking company told me that he could take away the operation from a competitor, any competitor, whenever the company had been at a location for more than five years. He would simply do an audit, easily find 15% missing, and show the owner. He also noted that any other company could do the same thing to him. He saw no real solution to the problem.
8. This same VP told me that only about 15% of the people in parking really are of a high quality. It was virtually impossible to increase that number. You had only so many good people and because of that, the rule I quoted in number 7 was true.
9. A buddy of mine does audits for cities around the country to find out if operators and owners are cheating on paying parking taxes. He says that a tremendous amount of parking revenue is not reported, particularly from so called 'fly by night' parking companies. He says if a city gets 85%, they are doing very well.
10. I was privy to an audit done of a major city when it was 'going out' for a PPP deal. The informal audit showed that revenue in the city run garages was potentially much higher than reported and that management really had no clue what was going on. The operators bidding the deal would bid almost any amount because they knew they could easily increase the revenue and meet their bid requirements

     

And so it goes. I don't speak to everyone, but these anecdotal comments have to have some basis. I didn't just make them up. Before you burn up the 'net castigating me for painting with a broad brush, I do know that some of you out there do a good job and run competent organizations. But I'm afraid, my friends, you may be the minority.

 

Have we grown to accept mediocrity as a way of parking life? We pay our managers less than they would make running a team flipping burgers at McDonald's. Our operators are forced to accept contracts that ensure they lose money because asset managers see us as a commodity. "They are all the same" is what you hear from owners and managers far and wide. They were talking about equipment as well as operators.

 

Thinking about my first example the company had its roots not in parking but in technology. Perhaps he thought 85% was "good enough" for parking. After all, how hard can it be, parking cars?

 

Are we better than 85%? Probably not if we see that number as acceptable. One of the most expensive, small, and successful parking operators in the country was Edison when it ran other than its own locations in the New York area. They accepted nothing but perfection. No lost tickets. Not one dollar missing. If it was, they found out why and spent thousands to ensure it didn't happen again. They charged a lot for their services and most asset managers wouldn't pay the freight. But those that did saw a slick, smart, successful parking operation. They weren't included in the "they are all the same." Edison developed its own technology, forced the manufacturer to make it 100%, and understood that the 15% rule didn't work for them.

 

Think about your operation. How many of your parking meters are 'down' at any one time? How many citations don't get written? In off street locations, how many pieces of equipment are broken, running off line, or don't work properly? How do you know? If you ran a card list right now how many active cards would there be for which you aren't collecting a monthly fee? Does the POF compute fees correctly? Are you sure? Are all the intercom's working? Does your staff follow up on every problem or just 'open the gate and let them out?" Are your PEOs napping? Have you actually gone to the garage or walked the street and seen what is going on out there? When did you check the lease agreements with your tenants and have you updated the rates you are charging based on those leases. Are you following the 15% rule?

 

Is our industry with all its fancy technology, seminars at trade shows, training programs, fancy slogans, doing only "B" level work? If you excel in your operation and know the magic – let me know. I'll be happy to eat a little crow and tell the world. You know where to find me.

 

JVH

 

 

 

 

 

 

 

 

 

 

Comments

[RAG]

Why don't you write like this more often instead of the usual Blog nonsense you put out? This is good information and analysis.

RAG

[JVH]

Did you major in backhanded compliments? Why don't you give me a list of topics that interest you...JVH

[Aashish Dalal]

JVH - well said. I too believe there is much complacency and "shoulder patting" in the industry. Whether 85% is the number the industry strives to achieve is debatable. However, what isn't debatable is that the parking industry as a whole suffers from a stigma of lack of accountability and customer service.

The parking industry is predicated on consumers/drivers filling up parking lots to maximize revenue. Yet, the focus for most parking operators is THEIR clients (i.e. cities/municipalities, real estate holdings, and property managers). It amazes me how many times we've spoken to parking operators who either put the blame back on the driver, plead ignorance, or worse just don't care. This apathy has created a reputation in the industry of "shady operators" and "dishonest practices". If you look at certain websites (i.e. Google Places, Yelp, Citysearch) anytime someone posts a comment about a parking operator at a specific location, invariably it is a negative review warning customers to park elsewhere. While this single incident may not be indicative of operations as a whole, it doesn't help the perception of the industry.

Thankfully, this is starting to change and we at ParkWhiz.com are helping make that change. We reward parking operators who recognize excellent customer service and strive to make every parking experience seamless and enjoyable. Parking and enjoyable may be hard to fathom for some, but we've processed 100,000+ parking transactions and make it easy for customers to provide feedback AFTER their parking experience. Over 20% of customers provide feedback and 95% of them provide a "recommend this service" with detailed notes explaining why they recommend this facility. (And no, we're not satisfied with 95%!) If a parking provider continues to show apathy or a disregard to the customer they are removed from ParkWhiz. Ultimately we believe the transparency of the internet will weed out bad operators and create a playing field that will force operators to aim for 100%. Mark my words, in a few years, we'll be writing about Parking's 100% Rule.

[skiptoriaps]

They joined in October 8th 2004. http://michaelscloset.top-site-list.com/profile.php?mode=viewprofile&u=647 The jackpot is valued at $1 million for the first two draws and is notched up by $500,000 per draw until there is a winner. http://kamaran.6te.net/profile.php?id=43948 This Spanish Lottery - the El Gordo is a Lottery that has 6 yearly draws, the Christ-mass El Gordo Lottery draw is the most famous and is calculated to be the foremost Lottery prize-fund in the planet. http://www.vidatest.com/foro_antiguo/profile.php?mode=viewprofile&u=483403 A terribly handy element for a range of forgetful individuals is the flexibility to line up recurring payments thus they can not have to worry concerning forgetting to shop for their ticket ever once more or let the winnings slip them by. http://www.rhenish-tw.org/forum/profile.php?mode=viewprofile&u=301162 And this is a victory for "cheating" EuroMillions lottery prizes every week, without buying ticket. http://nocnazona.com/index.php?action=profile;u=8967 I'd understand if they had obligations at work. http://forum.ticket.biz/showthread.php?10884-Where-can-I-find-spacewalker-and-maximite&p=13028#post13028 If the chipping yips are plaguing your game, youre likely frustrated and desperate to find the chipping yips cure. http://www.hm40.com/vb/member.php?u=6038 Buy your personal ticket. http://www.hkcats.org/phpBB2/profile.php?mode=viewprofile&u=147336 Just by changing a few simple things about how you are playing will help you change that! http://www.thcofoly.org/newsprog/index.php?itemid=54 Most people playing the lottery only wish or dream that their numbers will be the winning number. http://moose.nimio.info/foodlaw/viewtopic.php?p=71730#71730

[Friegarlole]

For the first few years of its life the show was presented by Anthea Turner, who went on to become a media personality in her own right. http://dfc-anime.com/forums/index.php?action=profile;u=11315 You can play as many tickets as you can afford per game. http://www.sandeechan.com/bosozoku/profile.php?mode=viewprofile&u=444357 There is no way you can win a lottery, in what you have never participated! http://www.technologyblockprasan.com/webboard/index.php?topic=16065.new#new Millionaires in MLM did not take their business for granted. http://kadems.zapto.org/forum/showthread.php?425-More-info-on-bigamous-or-flashcubes&p=993#post993 Keep a positive mindset and be enthusiastic about the game. http://www.alkoru.com/forum/profile.php?id=12814 You can also combine these numbers with the with the luck numbers like the 36, 38, and 5. http://xn----7sble1ad3cxe.xn--p1ai/user/anaelowawldew/ May your NEW investment prove to be very profitable. http://www.libertas.org.pl/forum/index.php?action=profile;u=53756 Get a Power Play for just $1 more! http://xn--42cm7a7aobnc0e3ltas9i.com/webboard/index.php?action=profile;u=14878 Let's just be honest with each other, you play the lottery to win, there's no prize for just taking part. http://vz7.net/Forum/viewtopic.php?p=39067#39067 While you will not acquire as a great deal fund. http://hotroof.homelinux.com/classicwow/viewtopic.php?f=2&t=7002

[aberwarry]

Part of the Florida lottery mandate was that a large percentage of ticket revenues be used to improve and assist public education for Florida and to this end it was ruled that these monies should be donated to the Education Enhancement Trust Fund. http://thepaddler.net/simplemachinesforum/index.php?action=profile;u=27738 Thanks to the large number of lotteries in the country and with the huge number of state lottery tickets bought on a regular basis, many people eventually draw winning tickets and get to claim the big prize. http://-n--))-hmcii.welnet4u.de/wf/buycialisgenerico/profile.php?mode=viewprofile&u=39636 Most lotteries with large jackpots have astronomical odds against the player but despite the odds there are regular win. http://darmasiswa.kemdiknas.go.id/forum/showthread.php?tid=14859 As a result And What Else Can You Do? http://www.sussadee.com/webboard/index.php?action=profile;u=15041 At least by doing a little home work your self you can eliminate most products on the market down to one or two you feel have real potential to deliver on their claim. http://www.hostnado.com/forum/index.php?action=profile;u=292 They realize that unless they win the lottery, they will never pay this off. http://war3.e-sakha.ru/forums/viewtopic.php?p=136454#136454 Buy decorative envelopes to put the lottery tickets in, and finish off the favor with ribbon to match your wedding color. http://www.shfts.com/forums/viewtopic.php?f=5&t=46736 The FL Lottery's first millionaire was Thomas W. http://iifge.org/forum/profile.php?id=1225 All in all, E-Lottery syndicate increases your winning chance in return of mere affiliation. http://permanentlifechanges.com/forum/index.php?topic=58683.new#new At this position, it's critical to think that you will discover some web scam opinions that attempt to portray the method in a very unhealthy light. http://sardam.6te.net/profile.php?id=6371

[Coiciaramegem]

Amongst the largest lump sum jackpots and winnings from any national lotteries worldwide, and anyone over 16 can play globally. http://hyipmonitor4u.com/forum/index.php?action=profile;u=19411 Mais comme l'a dit plus tt de nombreux candidats chaque anne de leur application devient inhabile de simples erreur. http://www.forumgrafi.com/member.php?301915-succidecete Everybody has a lucky charm, sometimes as a color, sometimes as a number or as a person. http://sandbox.pixelsloveyou.com/index.php?action=profile;u=679 For example, the Big Draw 2000 on 31 December 1999 produced a record-breaking eighteen millionaires in a single night. http://ibarfly.net/index.php?action=profile;u=173744 By even-odds we mean that the event (usually a sports game) has equal chances of going either way. http://srexpeditions.com/dee/index.php?action=profile;u=254730 And then there is one that does not offer quite as large a jackpot. http://gamekabob.com/forum/viewtopic.php?f=13&t=50380 I have great confidence in your system and have a very strong dj vu about the whole thing. http://www.autocross.lv/forums/phpBB2/viewtopic.php?p=13333#13333 The main eligibility requirement is that the applicant should be from a qualifying country as not all countries qualify. http://fastnfuriousfitness.com/forum/viewtopic.php?f=6&t=17779 It is one of the easiest ways of getting a green card; in other words it is fairly an easy ticket for easy immigration. http://murania.free.fr/forum/././././memberlist.php?mode=viewprofile&u=150 Thanks to the internet lottery syndicates now have the capability to play several lotteries online. http://2linux.mo3asron.com/member.php?action=profile&uid=5058

[frernMuroseex]

It was all a great learning experience and I have already made all my money back. http://eliteaffiliatenetwork.com/clickbank/index.php?topic=489418.new#new After all, lottery is largely a numbers game, and wining in lottery basically necessitates having the winning combination of number. http://www.nanocar.com/forum/viewtopic.php?f=7&t=58068 I delight in certainly absolutely nothing a good deal much more than playin gregular video video games of lotto. http://fasancosolas.com/index.php?topic=40480.new#new Definitely, not. http://www.50centsheadphones.com/50_Cent_Announces_new_Headphones?page=3699#comment-306561 As a player in an elottery syndicate you can combine your spending power and play with an incredible odds advantage. http://happing.co.uk/CommunityForum/viewtopic.php?f=3&t=4503 Did you find this article useful? http://www.v-el.ru/index.php?topic=37950.new#new When you engage in a Pick-half-dozen lottery recreation, you have an further likelihood to gain the time compared in order to Decide-5 lotto. http://changeclub.me/showthread.php?p=57173#post57173 Instant win or scratch off tickets are very popular and maintain good sale. http://www.fastfoodpeople.com/forum/where-can-i-find-limos-or-bloodsheds-t286.html Before buying lottery tickets, a player must take time to know the basic rules of the game in order to properly gauge his choices in number. http://www.tag2day.com/forums/member.php?u=145055 Anyone lucky enough to win lottery jackpots should check with a structured settlement lawyer to figure out options most fitted for their fiscal wishe. http://constructionbannerexchange.com/forums/viewtopic.php?f=4&t=101143

[UpsedsRap]

The truth is the lottery is not a game of chance it is a game of probabilitie. http://www.modelarji-idrija.net/viewtopic.php?f=3&t=35452 Signatures are not required on the application. http://brforum.michaelsewhite.com/viewtopic.php?p=5959#5959 Want to learn more? http://www.oceanfreight.co.tt/forums/viewtopic.php?f=7&t=5480 We can change the things we have the ability to change but Sweepstakes is something we can do nothing about it. http://www1.shellkonto.se/bwann/gabbeforum/profile.php?mode=viewprofile&u=49924 The right lottery strategies you are using will allow you to increase your chances of winning in the game and creating a number combination that will change your life. http://uddrzng-gospic.hr/forum/index.php?topic=68167.new#new By and big planning for lottery systems wherever figures have unique significance just isn't a superb way of attempting to acquire. http://mobilecare.vn/member.php?25226-gicknigue If you are planning to build one, search for the best property deal. http://www.h-kon.net/abc/index.php?action=profile;u=14674 It is all luck and you are going up versus millions of people today who sense the exact way you do. http://aztravel.invisionplus.net/?mforum=aztravel&s=43659026cfb4ae350cf9aafd62996a82&showuser=264848 To ensure the accuracy of a player's ticket, a pay slip must be filled out first. http://www.forum.brasil2014.pl/index.php?action=profile;u=37614 On your travels you may perhaps have known or come across lottery syndicates, I have glance at a few horror statements about them. http://www.quick2soft.info/b2b/forum/viewtopic.php?p=10178#10178

[laksoomeffeds]

And these techniques have already worked to most lotto winners who are now considered themselves the lotto expert. http://wowenslaved.com/forum/viewtopic.php?f=15&t=33002 They help support players in understanding the chances of them succeeding in the lottery. http://vpodarok1.ru/Forum/index.php?action=profile;u=3790 All entries are individually numbered regions, when they reach the Kentucky Consular Center User. http://www.freshdailyco.com/forums/viewtopic.php?f=11&t=28380 Some simply use a piece of paper and a pencil to write down what they perceive to be as the trend in winning lottery number. http://knightsofcolumbus7821.org/forum/index.php?action=profile;u=104216 However attractive the number patterns and formulae sound, the sad truth is, in order to increase our chances of winning, more tickets have to be purchased - so the only way is to buy more tickets! http://cnc-viet.com/forum/showthread.php?p=46049#post46049 Evaluate your circumstance for the first few month. http://biodiversity.web.id/forum/showthread.php?tid=109 THURSDAY: Decide how much you can spend in each game. http://newcastlenightlifeonline.com/simplemachinesforum/index.php?action=profile;u=222754 There are many advantages towards doing thi. http://www.prataplastik.se/viewtopic.php?f=33&t=1513 There are also certain lotteries for some particular states such as the Delaware lottery, the New Jersey lottery, the South Dakota lottery, and more. http://www.ftbraggfreedomfest.com/fort-bragg-freedom-festival-forum/?vasthtmlaction=viewtopic&t=1203.0 Thre is no other way. http://edt514.ambro.me/forum/index.php?action=profile;u=17669