Diamond prides itself on the extra services we provide. We understand that
our employees are often the first to greet your tenants and the last to bid
them "good day." Our actions reflect directly on the management
of the building. With that in mind, we have extensive policies in place that
ensure good customer service and a pleasant transaction between the customer
and our employees. What your tenants will notice most are the programs that
go above and beyond ordinary garage service. The following is a sampling
of programs that Diamond currently implements in fine office garages:
Customer Service Training Philosophies and Techniques
Upon hiring, each employee is assigned an experienced trainer and trained
for a period of up to two weeks, as parking garage cashier and in valet operations.
This gives the employee a well-rounded, solid understanding of the high quality
of work expected of them, and of the varied types of duties and responsibilities
involved.
Letters from satisfied customers are immediately passed to the City Manager
and to the company president for special recognition of the employee. Selected
letters are placed in the corporate newsletter that is sent to all employees
and property owners who we work with.
All new hires are requested to take a drug test as a condition
of employment. Random drug tests are conducted throughout the term
of employment. Any employee testing positive for drug or alcohol use while
on duty will
be immediately suspended and subject to guidelines outlined in our
Substance Abuse Policy.
Methods of Measuring Quality of Service
Diamond Parking recognizes that our employees are the first and last
contact with many patients, employees, and visitors. For this reason, we
have numerous programs to ensure good customer service. We understand that
our parking attendants and other staff will reflect directly upon the experience
and impression left with visitors, tenants, and guests.
Diamond Parking measures the quality of our service by listening to our
customers. We will maintain ongoing communication with Owners and Property
Management and will continually solicit verbal and written feedback; so that
we may gauge the quality of service we provide and refine it as necessary.
Following are brief descriptions of how Diamond Parking measures the quality
of service we provide our customers:
Customer Service Audits
Excellence in customer service is achieved by maintaining the principals
stressed during the initial training of our employees, as well as on an ongoing
basis. We believe that good customer service is achieved not only by selection
of quality employees and thorough training, but also through constant monitoring
and coaching. Diamond Parking employs a number of progressive tools to ensure
that customer service is maintained at an exceptional level on an ongoing
basis.
Secret Parking Shopper Program
Diamond Parking will routinely conduct customer service audits of our
operation utilizing a "Secret Parking Shopper". This auditor will
visit the location as a parking patron and evaluate the service unannounced.
Diamond Parking will utilize current staff unknown to the employees (i.e.,
corporate accountants, clerks, etc.) or will hire an independent contractor
to perform such audit.
Secret Shoppers are provided with checklists citing levels of friendliness,
efficiency, accuracy, uniform dress standards, knowledge, general helpfulness,
and specific areas of focus. Subsequent reports are issued to the location
supervisor for use in coaching, counseling or rewarding the employee.
Phone Etiquette Audits
In addition to physically visiting a location, Diamond Parking conducts
secret phone inquiries to evaluate employee's telephone customer service.
Such audits are performed regularly because telephone etiquette is a major
component of overall customer service performance. Reports of telephone customer
service are shared with employees to reinforce good customer service.
Complaint Resolution
Diamond Parking takes pride in the fact that we treat every customer
complaint very seriously. Due to the large volume of customers we serve,
occasionally misunderstandings do occur. If a customer is unhappy, we want
to know about it and take steps to remedy the situation immediately. Complaints
are followed up in writing or with a telephone call. The Facility Manager
handles the majority of these situations when they occur. Our ultimate goal
is to see that the customer is satisfied!