“I was pleasantly surprised at the polite demeanor of the staff, typical city workers are very arrogant and unfirnedly, but I must say these peo[ple seemed well trained, this is the way public servants should

speak to the people they are paid to serve."

“I really appreciated how nice and helpful and sympathetic the people who answered my call were…

they definitely did their best to make it not any worse and that was greatly appreciated.”

“The agent Jonna through her expertise stayed on the line made sure I punched in the correct numbers

When the faultiness of the device discovered she apologized. WHATA JEWEL. "

“The operators we dealt with could not have been nicer or more professional. GREAT JOB”

“The agent who helped me with my issue was very nice and respectful. I couldn’t even be upset

because of how she handled the phone call with professionalism”

“I honestly could not believe how nice and knowledgable the agent on the phone was. Her

politeness and caring tone calmed me down almost immediately. She was great at her job. I never

thought I could turn from being so mad to calm in a matter of minutes.”

“The ladies whom I spoke with were amzaing…Their kindness, patience and knwledge were greatly

appreciate. I think both ladies are absolutely wonderful”

Lessons Learned

If you’re able to troubleshoot a boot that is difficult to release, motorists will be very happy

Lessons Learned

Empathy is incredibly important in generating positive motorist feedback.

Also, many negative comments complain about a lack of empathy.

Lessons Learned

Many motorist comments include the word “professionalism”

“Attendants were helpful and informative. They were polite and courteous and spoke to me without judgement. Overall it was a humane experience”

Lessons Learned

“spoke to me without judgement”

Motorists appreciate agents that communicate in this way

“The rep said someone would arrive to help me within two hours. When that

didn’t happen I called back, got a different rep, who told me help is not available on

Sunday! I waited two hours all for naught because the first rep gave me bad info”

Lessons Learned

One of our hardest calls is, what is the status of my request for assisted release?

“Typically up to six hours” is the message

“I was 8 months pregnant. Code wouldn’t release even with 2 good samaratins help. 3 or 4 agents promised to send someone ot me…no one showed. Agents are liars no one was sent to help. Worst experience ever. Lawsuit”

“The lady I had to return the boot to was not very nice. The gate was open and I thought I could pull in. She

screamed at me that I couldn’t drive in. I pulled to the side and parked illegally as there was no parking on the

premises. She also was rude about me coming into the gate and yelled again when I gave her the boot.”

Lessons Learned

The lady at the New Orleans boot return location is really crabby

“I found the person taking my call was very sarcastic and not willing ot take into consideration my level of understanding…I did not appreciate the agents insistence on

doing things her way ONLY”

Lessons Learned

Sarcasm and rudeness make people mad

“When I called to pay I was told I would need to submit copies of my license and reg via fax or email for verification…When I called back to pay I was told I did

not need to send.”

Lessons Learned

Mistakes we make on calls can lead to more angry calls

And now…the comment of the month!

“You want to know how I feel? You are the most greedy money hogging sons of bitches. It was the most unneccessary ridiculous thing to go through and your

crooks for doing it to people. I hope one day your karma comes back to bite you

assholes in back for stealing money from people. Burn in hell you cocksuckers”

But ending on positive note

“Everything was handled in a professional manner. Even stress over being booted

was diminshed by the professional work.”