Five Star ServiceWhen you’ve been trained in the Four Seasons 5 star culture of hospitality, like Diamond’s Cherish Tharpe, Salt Lake City’s General Manager of Airport Parking and Storage — you can almost guarantee success in building dynamic business relationships, creating customer loyalty and assembling a strong team.

“I have learned that lasting and meaningful business relationships are built through an emotional contact,” states Cherish. “A warm and sincere greeting or learning a first name, listening with interest and being eager to help, go a long way toward raising the bar of customer service.”

Cherish joined Diamond Parking in 2014. Her previous management experience included 2 years as the Director of Operations at the Four Seasons Hotel in Manhattan followed by 11 years in the same position with Casa Nova Virtuoso Hotels and Resorts headquartered in Park City. “I came to Utah to gain more experience in the 5 star hospitality industry. Joining Diamond utilizes all of my management skills. It’s just a different product.”

Cherish believes that a highly trained team is in effect, a motivated team of leaders ready to manage, meet and exceed customer’s expectations. “Our guests have needs that constantly evolve. Each interaction is unique. We should never take their satisfaction for granted.” Cherish likes to use the analogy of passing the baton as a way of

DiamonD

Spreading His WingsIn Anchorage, Matt Samuel has been promoted to Regional Manager, responsible for City operations along with Airport Parking and Storage. Matt says he is improving operational efficiencies and bringing more stability to Diamond’s offsite airport parking facility. He states that building meaningful relationships with clients and customers is the foundation to establish customer loyalty and deliver unparalled customer service. “My strategy to build business relationships is really no different than how I approach my personal life. I go out of my way to take care of people with integrity and honesty.”

Matt is also involved in real estate transactions, negotiating property purchases and leasing space. He notes that Diamond recently acquired a downtown parking lot in a key location. “It’s ties into an adjacent surface lot allowing us to merge the two together with one unified pay box.” Matt adds that improvements will include re-asphalting, improved lighting and access.

Matt is especially proud of signing a new tenant to a 5 year lease in the historic Matanuska Building, named after Alaska’s famed Matanuska Glacier. Matt says that Alaska Natural Organics will grow fresh vegetables indoors during

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Matt Samuel, Regional Manager, Anchorage, AK

Cherish Tharpe, General Manager, Salt Lake City, UT

to tell. We have 1,000 spaces. 60 are designated for Valet. We also have 1,000 units of self storage.”

Len says that he and his team are constantly working to create what he calls the wow factor. “Over the holidays we had many guests comment on how much they appreciated seeing our seasonal decorations as they came to park. Holiday travel can be stressful. We were glad to make them smile.”

Len joined Diamond Parking in July of 2009. He began his parking career with Diamond as area supervisor and was promoted to assistant manger before being appointed General Manger of Diamond’s Park N’ Jet in November of 2012.

At Diamond’s Spokane Park N Jet and Self Storage, General Manager Len Urgeleit is using the Internet as one marketing tool to insure customer loyalty and build new business relationships. “We have our own Face Book page. (Facebook.com/pnj) We have over three thousand likes.” Len notes that when people like the Park N Jet on Face book they are connecting directly to the business. “It sends our Diamond brand viral. Our numbers keep growing.”

Len says he also relies on monthly eblasts to targeted customers to promote Diamond’s Rewards Card that offers business and leisure travelers timely parking perks such as Alaska Air Miles, Starbucks Coffee Gift Cards, and movie passes and more. “We capture customers emails when they sign up for our Rewards Card program. This allows us to send out a monthly eblast that offers special discounts, coupons as well as travel tips.”

Meeting with area business leaders, says Len, is another key strategy to build new business relationships and promote the Diamond brand. “We have a great story

Diamond’s Spokane Park N Jet Holiday Decorations Winner

Alaska’s long cold winters, providing local restaurants and stores with fresh produce that otherwise would have to be imported. “We worked closely with the new entrepreneurs who were able to secure funding from the University of Alaska and the Rasmuson Foundation, an organization dedicated to provide a better life for Alaskans.

Matt is also excited about the second phase of improvements to the Captain Cook Garage, Diamond’s major parking asset downtown. “New galvanized stairs that were fabricated in Spokane will add a major improvement to the building. We park a mix of downtown office workers, retailers, shoppers and Captain Cook hotel guests.”

Matt joined Diamond Parking in 2012. Born in the United Kingdom, Matt spent 20 years working in food retail in the UK and Ireland. “I have completed my third year with Diamond and I have to say that it’s lived up to everything I expected and more!”

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stressing the importance of team work. “If someone misses the handoff we are all affected. We have to rely on each other 24/7.”

Cherish also hosts monthly lead meetings where attendance is mandatory. She says it’s vital to empower every member of her team to believe that they can and do make a difference. “We focus on goals and accountability. We are all frontline ambassadors. We have to strive every day to provide the best customer service and satisfaction possible.”

At the end of the day, Cherish says she measures her success against her training in the founding principals of the Four Seasons culture. “In all our interactions with our guests, customers, business associates, and colleagues, we seek to deal with others as we would have them deal with us.”

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Congratulations

WINNER!

Building Relationships Through Social Media

Think about it. We are in the relationship business above all else. Connecting with people is valuable currency in today’s business marketplace. The better we are at building and maintaining business relationships with colleagues and customers, the more successful we will be in every arena that we influence.

We know that relationships don’t just happen. They are cultivated and developed over time. That’s why everyday we strive to create legacies that reflect and reinforce our core values. We constantly monitor what’s important. When challenges arise, as they will in any business, we seek solutions that hold the greatest possibility of satisfying mutual needs.

We believe that the best way to provide exceptional customer service is to lead by example. We provide our managers with the right training and tools to motivate employees to demonstrate personal accountability to all our parking clients. We are especially grateful when we receive thank you’s from a customer like the one sent to Mike Poirier, Regional Vice President of Operations in Vancouver, BC, about our innovative We Care Program. It empowers all of us to go the extra mile. As one of the oldest family owned business in the parking industry, we honor the value of trustworthiness and accountability in building successful relationships across all channels of our company.

from the

President’s desk

Jon Diamond

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Canadian Corner

We Care ProgramDiamond Parking’s innovative We Care Program continues to benefit parking patrons and impress landlords and property owners. Mike Poirier, Regional Vice President of Operations in Vancouver, BC, shares a letter he received recently from a grateful parking customer that had accidently locked his keys in his car.

Thank you, I happened upon your We Care Program today when I locked my

keys in my vehicle at the Safeway on west 4th Ave. and Vine. I phoned a few

towing companies and was consigned to spend $50 to get into my car. But the

dispatcher at Drake told me about your program and I used them and it was

a good experience. Finally a good experience with a towing company and a

parking company. I’ve only locked my keys in my vehicle twice in the last dozen

years, but because of your program I will choose your lots over others when

looking for parking in the future. I’m going to go on my Facebook page and

tell all my friends as well.

Thank you, Bill Wright

Mike says We Care is a powerful example of Diamond’s ongoing commitment to customer service. “It’s one of our best tools to build loyalty.” Mike says word of mouth, onsite signage, and comments on Social Media are increasing community awareness of We Care. “Up to 200 parkers are using our service monthly across Canada’s locations in the cities of Vancouver, Edmonton, Calgary and Kelowna.” Mike adds that customers and clients are always surprised to learn that this service provides a jump start to a dead battery, changes a flat, unlocks doors, and even provides a gallon of gas to vehicles out of fuel, all for free. “It really helps make Diamond their first choice.”

ahead of the Curve

Second Time Winner!Tammy Halvorson, Regional Vice President, for Oregon and Utah, has won Diamond’s prestigious President’s Award for a second time. Previously she was awarded Diamond’s top honor in 2011. “It was totally unexpected and a pleasant surprise,” said Tammy. Tammy says following up and delivering on what she promises, so nothing falls through the cracks, is the hallmark of her managment style. “I try to always do the best job I can. I keep in constant contact with our landlords, clients and potential prospects. It’s how I build successful relationships,” she adds.

“I’m very excited about the future and the opportunities that will occur in our industry.” Tammy began her parking career as a Diamond valet in 1994 in Spokane, WA. She has steadily advanced to her current position as Regional Vice President, based in Salt Lake City. Congratulations for a job well done!

Pre

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Tammy Halvorso

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President’s Award:Tammy Halvorson, Utah & Oregon

Prospector Award:Matt Samuel, AlaskaDan Geiger, Idaho & Spokane, WA

City Manager of the Year-Us:Joe Koontz, Seattle Self-Park

City Manager of the Year-Canada:Todd Kosloski, Calgary & Edmonton

Real Estate Manager of the Year:Audrey Church, Seattle

special Achievement in Real Estate:Mike Poirier, British ColumbiaTodd Kosloski, Calgary & EdmontonKen Kime, Seattle & BellevueDavid Potter, EdmontonChuck Harvison, EugeneJeff Sandborn, Hawaii

special Outstanding Achievements in Operations:Michael Murray, Vancouver BCCherish Tharpe, Salt Lake CityStephen Kozlowski, HawaiiLeona Ahlo, HonoluluJasmine Crusat, KonaAlex Isvanca, San DiegoMatt Samuel, AnchorageAndrea Pierce, SpokaneBob Duprie, Bremerton/BainbridgeSheila Irish, Tacoma

special Projects:Bob Duprie, Bremerton/Bainbridge

A w A r d r e c i p i e n t s

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Joe Koontz, City Manager of the Year with Jon Diamond

Tammy Halvorson, President’s Award Winner with Jon Diamond

Diamond Parking’s Annual Seminar was held at the Suncoast Hotel & Casino, in Las Vegas, January 21st through the 24th, 2015. 58 Managers representing Diamond’s US and Canada locations were in attendance.

This year’s theme centered on the importance of building “Relationships” at every level of business. In opening remarks, President Jon Diamond, emphasized how building a network of professional relationships can lead to important introductions to potential clients, reveal new business opportunities, and play a pivotal role in Diamond’s continued growth and success.

Throughout the 3-day event, attendees heard firsthand from many experts in the parking industry on best practices to build lasting relationships with key players in order to generate valued connections through trust, rapport, consistent contact and follow up.

Jon Diamond thanked everyone for their hard work and commitment in 2014 and encouraged them to continue to cultivate new relationships with clients, landlords and team members in the New Year.

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WHAT DO YOU THINK? Your observations, ideas and opinions are very important to us. 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.

You may 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.

We want to congratulate those employees who are celebrating 10 or more years with Diamond Parking.

Thank you for your dedication!

20+ YearsCharito F. Lagua Honolulu 23 yearsMakonen Redae Seattle Attended 23 yearsYohanes Weldemariam Seattle Attended 22 yearsUte Greider Seattle Attended 21 years

15+ YearsBarbara A. Shepherd Seattle Attended 19 yearsKenneth G. Lewallen Bremerton 18 years Larry E. Stedman Spokane Downtown 17 yearsLinda Entus Tacoma 17 yearsAyman Mohamu Seattle Attended 16 yearsAmanuel G. Abraham Seattle Attended 15 yearsSeyoum G. Sitota Seattle Attended 15 yearsMussie Tsehaye Seattle Self Park 15 yearsCindy L. Scott W&W Corporate 15 years

10+ YearsNegusse Abay Vancouver 14 yearsDouglas M. Schroeder Bellevue 14 yearsAzeb Wosene Seattle Attended 14 yearsGugsa Getachew Seattle Attended 14 yearsMesay Mekonnen United Parking 14 yearsQuentin A. Sannes Spokane Downtown 13 yearsDanita M. Robinson Corp. Accounting Office 12 yearsJasmine-Victori A. Crusat Kona 11 yearsPaul D. Archuleta Salt Lake City Airport 11 yearsSeyum S. Debesay Seattle Self Park 11 yearsDawit A. Mengistu Seattle Self Park 11 yearsPaul R. Lopez Santa Ana 10 yearsPamela S. Smiley Spokane Airport 10 yearsSteven Eugenio Spokane Downtown 10 years

diamond feedbaCk

aCtionline

Employment OpportunitiesDiamond Parking is a full-service parking operator which prides itself on the quality of its employees. We do everything possible to accommodate our clients and make sure each and every client is satisfied.

Such exceptional service can only be delivered by hiring the brightest and hardest working people in the industry.

If you are interested in joining Diamond Parking, please e-mail your resume to: hr@diamondparking.com.

Diamond Parking is an equal opportunity employer.

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

Scan code with a smart phone

diamond anniversaries

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Joe Koontz, City Manager of the Year with Jon Diamond

EXPERIENCED. We draw on the substance and depth of decades of experience to assist property owners and building managers to develop comprehensive plans for maximizing their parking potential.

WE’VE GOT YOU COVERED. From parking facilities in every conceivable size of commercial buildings to major hotels, shopping centers, hospitals, sports arenas, multilevel garages and ‘Park N Fly’ facilities – we’ve done it. And we can excel for you too.

Bring us your parking challenge. We’ll find the best solution.

MENU OF OPERATIONs:

Monthly ParkingDaily ParkingAfter Hours ParkingEvent ParkingValet ParkingGarage ManagementHotel Parking Management

Municipal Parking EnforcementConsultingHospital Parking ManagementEnforcement & Checking

ServicesRevenue ControlStaffing

605 First Avenue, Suite 600Seattle, WA 98104

1 MISSION HELPING YOU REALIZE YOUR PROPERTY’S FULL POTENTIAL.

To learn more about the Diamond Difference visit www.diamondparking.com

1-800-340-PARK

- Five Star Service

- Spreading His Wings

- Annual Seminar 2015

- Building Relationships

through Social Media

- Actionl ine

INSIDE THIS ISSUE

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