DIAMOND G r o w i n g To g e t h e r.

DialogW I N T E R 2 0 1 6

- Driving Relationships

- Real Estate & Operations Annual Seminar

- Ahead of the Curve

- Award Winners

- Going the Extra Mile

INS IDE THIS ISSUE

We hope you enjoy reading our latest newsletter

How do you build genuine business relationships with clients, colleagues and customers — the kind that will lead to long-term growth as well as personal friendships? Diamond Parking’s President Jon Diamond has thought a lot about that question which he and his top managers explored at Diamond’s recent annual seminar titled, Driving Relationships. What follows is more from our interview with Jon about building authentic business relationships that can pay long-term dividends.

Why did you choose Driving Relationships as the theme of Diamond’s annual seminar?“Building relationships with our clients and customers is the cornerstone of our business philosophy. It is fundamental to our success. We know that relationships don’t just happen. They are cultivated and developed over time. Until you’re communicating directly – and I mean face to face - with key decision makers, you can’t tap into the full power of developing an authentic relationship.”

How do you ensure you’re building deep, trusting relationships?“We constantly measure the quality and impact of our relationships with our clients, customers, and co-workers. We believe that every interaction at every level is a “relationships” transaction. Today’s customers are not passive and they want to be listened to. Exceptional communication will always build long-term relationships, improve customer service and provide the point of difference over our competitors.”

Is each relationship different?“Absolutely. Any successful relationship is unique to the parties involved, whether personal or business, and it evolves over time. They start out

Relationships — The Cornerstone of Success

Continued on inside

Jon & Joel Diamond

President’s Award Winner!Joe Koontz, City Manager, Seattle Self Park has won Diamond’s prestigious President’s Award. Joe says that when Diamond’s Director of Parking Operations, Myron Spiegel, announced the winner, he was stunned. “Sitting in the seminar surrounded by all the talent of our Regional Vice Presidents and City Managers, I felt truly honored to receive the award.”

Joe states that he knew he and his team had a great year and he adds that the President’s Award is proof that without his team of managers and employees there would be no award. “We all share knowledge, encourage collaboration and focus on a common team goal that emphasizes the value of taking care of our clients and customers.” In addition, Joe adds that he receives tremendous support from Diamond’s corporate offices that allow his team to perform at their highest level. Interviewing Joe, one is

reminded of basketball great Michael Jordan’s favorite saying – There’s no “I” in team but there is in “win.” Joe joined Diamond Parking in 2006. He was named City Manger of Seattle Self Park in 2012. Congratulations Joe!

Joe Koontz, City Man-ager, Seattle Self Park

Community InvolvementDiamond Parking employees come from global backgrounds. By employing people with different cultural experiences, Diamond believes that a diverse workforce generates a more creative and productive environment as well as a strong sense of community. Take for example, Diamond’s Mohamed Moalim, Night Lead for Seattle operations. Mohamed was recently recognized for making his Mosque the first to join Seattle’s innovative RainWise program. “We have four cisterns that collect rainwater. Pipes send water from the roof into the cisterns. Then the water slowly releases into nearby rain gardens.”

Mohamed is involved in his community and he brings that experience to his position at Diamond. He says, “At work I am a bridge between our customers and my Area Supervisors. When questions arise after hours, I prepare background and provide any necessary contact information for their review the following morning. Helping people is productive and helps serve everyone.”

Mohamed is the former principal of the Hope Academy that adjoins the Mosque.

Mohamed’s story was picked up and aired on the NBC Affiliate Television Station, KING 5. Click to view

AheAd of the Curve

Mohamed Moalim, Seattle Operations

Going the Extra Mile Exceeding Customer ExpectationsImagine the frustration of misplacing or losing important keys. It’s happened to all of us at one time or another and more frequently than not we never find them. However, had we had Diamond’s Dawit Mengistu watching our back the outcome would have turned out differently. By focusing on the single most important element of our success — the customer — Dawit easily went the extra mile by providing world-class customer care. Dawit’s actions are a stellar example of how we “drive realtionships” and earn our customer’s trust. Dawit was awarded the Employee of the Month in January 2016.

CUSTOMER TESTIMONIAL

“My name is Mike. I actually wanted to give a shout out to

one of your employees. His name is Dawit Mengistu. Let’s

face it, people like to do business with those they know, like

and trust!

When I parked yesterday at the lot on 4th & Cherry in Seattle,

WA, I accidentally dropped my key on the way out. He found

the key, identified my vehicle and left me a note. When I came

back that evening, I called him and he delivered

my key after hours in the pouring rain. I think

that is above and beyond the call of duty, I just

wanted let you know you got a good employee

there who will do anything they need to do to

make a customer happy.”

In today’s environment

a successful enterprise

requires a clear and

sustainable competitive

advantage in the

marketplace. The easiest

way to differentiate

Diamond from our

competitors is by the

customer experience we deliver, and

the client relationships we create, not

by the products we sell. By focusing

on the single most important element

of our business — the customer — we

can ensure success by managing the

customer relationship from beginning

to end. While on the surface it sounds

intuitive, it is often a challenge because

each relationship is unique and

situational, and requires adjustment,

compromise, and negotiation. We

strongly believe that the best way to

build relationships is to lead by example.

All of our managers are highly trained

in leadership skills and we strive to give

them the right tools to motivate their

employees. We support their decision

making and respect their judgments,

because you can’t have relationships if

you can’t make decisions. As the oldest

family owned business in the parking

industry, we measure our success by the

relationships we build across all channels

of our company.

from the

President’s desk

Jon Diamond

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Relationships — The Cornerstone of Success Continued from cover

tentative, with expectations, develop strength based on the experience, and mature into becoming a trusted relationship. The key to building customer relationships is to keep our eye on the ball. Every interaction with a customer should be treated as an opportunity to monitor and build that relationship. It’s truly an exciting time for Diamond Parking and we will continue to grow, adapt and be responsive to our client’s needs. We should be very proud of where we are today and excited about where we are headed. Stay engaged, keep proactive and help us shape the future of Diamond Parking Services.”

Driving relationships

real estate & operations seminar

January 27-30, 2016

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President’s AwardJoe Koontz, City Manager, Seattle Self Park

Regional VP of the YearTodd Kosloski, Regional VP of Operations, Alberta

City Manager of the YearPatrick Seward, City Manager Bellevue, WA

Real Estate Manager of the YearPatrick Seward, City Manager Bellevue, WA

Special Achievement – Double Digits – Real EstateMonty McAlpine, Business Dev. Manager/Real Estate Seattle, WA

Jeff Sandborn, Regional VP of Real Estate, Hawaii

Todd Kosloski, Regional VP of Operations, Edmonton, AB

Hailey Mattson, Business Dev. Manager, Real Estate Seattle, WA

Sheila Irish, City Manager, Tacoma and Olympia

Chuck Harvison, City Manager, Eugene, OR

Michael Murray, City Manager, Vancouver, BC-Canada

RVP Special Achievement - OperationsKen Kime, Regional Manager Seattle/Bellevue, WA

Mike Poirier, VP, British Columbia

Outstanding Achievement – OperationsBob Duprie, City Manager, Bremerton/Bainbridge, WA

Sheila Irish, City Manager, Tacoma/Olympia, WA

Jasmine-Victoria A. Crusat, City Manager, Kona, HI

Chuck Harvison, City Manager, Eugene, OR

Michael Murray, City Manager, Vancouver, BC-Canada

Gus Rojas, City Manager, U-District/North, WA

Cherish Tharpe, General Manager, SLC Park & Jet, Salt Lake City, UT

Turn-Around CitiesPeter Grewal, City Manager, Kelowna, BC-Canada

Victor Quintana, City Manager, Pasadena, CA

Prospector AwardDan Geiger, Regional VP, Spokane/IdahoTeam Hawaii

Team Canada

Team Seattle

AWARD RECIPIENTSDriving RelationshipsDiamond Parking’s Annual Seminar was held in Reno, Nevada, January 27th through the 30th, 2016. Managers representing Diamond Parking’s US and Canada locations were in attendance. This year’s theme was centered on the importance of “Driving Relationships” at every level of business.

In opening remarks, President Jon Diamond stressed that “first and foremost, relationships are the cornerstone of how our business was built in the past and Relationships will propel us into the future.” Jon added that the parking industry is in both a challenging and exciting time right now and “the growth of Diamond’s business is dependent on the relationships that you have built and will build to ensure that we remain at the cutting edge of the industry.”

Throughout the 3-day event, attendees heard firsthand from several of Diamond’s top performers who shared their vision, knowledge and experiences through dynamic presentations. Jon thanked everyone for their commitment and hard work and encouraged cultivation of new relationships with parking customers, clients, landlords, and team members in the New Year.

50+ YearsJoel R. Diamond Corporate Managers 60 yearsRichard G. Jeffries United Parking 52 years

30+ YearsSteven A. Chaves Honolulu 36 yearsYolanda A. Ang Corporate Accounting 32 years

20+ YearsJeffrey Sandborn Honolulu 28 yearsHoward Nez Salt Lake City Airport 27 yearsCharito F. Lagua Honolulu 24 yearsYohanes Weldemariam Seattle Attended 23 yearsBarbara A. Shepherd Seattle Attended 20 years

15+ YearsKenneth G. Lewallen Bremerton 19 yearsLarry E. Stedman Spokane Downtown 18 yearsLinda Entus Tacoma 18 yearsAyman Mohamud Seattle Attended 17 yearsAmanuel G. Abraham Seattle Attended 16 yearsMussie Tsehaye Seattle Self Park 16 yearsDouglas M. Schroeder Bellevue 15 yearsAzeb Wosene Seattle Attended 15 yearsMesay Mekonnen United Parking 15 yearsNegusse Abay Vancouver BC 15 years

10+ YearsQuentin A. Sannes Spokane Downtown 14 yearsDanita M. Robinson Corporate Accounting 13 yearsJasmine-Victori A. Crusat Kona 12 yearsPaul D. Archuleta Salt Lake City Airport 12 yearsSeyum S. Debesay Seattle Self Park 12 yearsDawit A. Mengistu Seattle Self Park 12 yearsPaul R. Lopez Santa Ana 11 yearsPamela S. Smiley Spokane Airport 11 yearsSteven Eugenio Spokane Downtown 11 yearsLiza G. Beltran Honolulu 10 yearsTekle Yihdego Seattle Self Park 10 yearsAlfred S. Olsen V Spokane Downtown 10 yearsGhilai O. Lijam United Parking 10 years

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!

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.

Scan code with a smart phone

diAmond AnniversAries

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

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:

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Event Parking

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Consulting

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Staffing

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

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www.DiamondParking.com • 605 First Avenue, Suite 600, Seattle, WA 98104 • 1-800-340-PARK

When parking, save time and avoid the rain!4 Creat a FREE account4 Enter Location Code and License Plate4 Select Parking Time and Rate4 Confirm your purchase with your PINTo get started, call 877-647-4707 or visit www.calltopark.com

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In Our Next Issue - Becoming Mobile FriendlyOur customers are handling more and more of their tasks directly from their mobile phones without exchanging cash. In an ever evolving world of technology we have come along way from putting cash in a slot, or coins in a parking meter.

Our next issue of Dialog will focus on going cashless. We have exciting news about the upcoming cashless technoloy. We look forward to the implementation of the Call-To-Park system wide.

Stay tuned...D I A M O N D