Who Are We Really Serving in the Parking Industry?

Episode Overview In Episode 23, Krista Olien, Leigh Thomas, and Clyde Wilson reflect on their conversation with Keith Jones, Executive Chairman and Owner of ACE Parking, and what his perspective reveals about the direction of the parking industry. The team discusses hidden fees, transaction-based business models, customer service, operational accountability, and the challenges traditional parking operators face as new technology companies enter the market. They also explore why transparency matters during the RFP process, why asset owners need to understand where parking revenue goes, and why the fundamentals of parking remain essential as technology evolves. Why This Matters Parking is changing quickly, but the industry's core responsibilities have not. Asset owners still need strong operations, customers still expect good service, and every transaction should be accounted for. This episode asks whether new business models improve operations or simply create new fees. What You'll Learn - Why transaction fees deserve greater scrutiny - How new business models affect customer service and asset performance - Why transparency matters during operator selection - How mentorship and operational knowledge protect the industry's future Key Takeaways - Know where every parking dollar is going - Low fees do not always mean greater value for the asset owner - Technology should support parking, not replace its purpose - Strong operators stay focused on customers, transactions, and performance Episode Breakdown **00:26** Reflecting on Keith Jones and ACE Parking **02:45** Parking as an economic bellwether **04:35** Customer service, management, and hidden fees **06:30** Are transaction-based companies still in the parking business? **08:35** Protecting the fundamentals of parking **11:25** What transaction fees really mean for owners **13:25** Rate sensitivity and lost customers **15:15** Customer service in the return-to-office era **16:25** Transparency and ownership of parking revenue **18:05** What asset owners should ask during an RFP **20:15** Mentorship and preserving industry knowledge **22:00** Preparing for EVs, autonomy, and future change **23:40** Is your company improving the parking industry? About the Hosts **Krista Olien** President of TPN Consulting and host of the podcast. **Leigh Thomas** Project Manager at TPN Consulting with a background in mathematics, data analysis, and operational performance. **Clyde Wilson** Founder of TPN Consulting with more than four decades of experience in parking operations and financial performance. Listen & Follow Catch the full episode on Apple Podcasts, Spotify, and YouTube. Connect with TPN Consulting Visit: https://www.parkingnetwork.com Follow TPN on LinkedIn and Instagram for industry insights and podcast updates.