Diamon Dialogd WINTER 2015 Growing Together.

Five Star Service When 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 Cherish Tharpe, 2 years as the Director of Operations at the Four Seasons Hotel in Manhattan followed by General Manager, 11 years in the same position with Casa Nova Virtuoso Hotels and Resorts headquartered Salt Lake City, UT in Park City. “I came to 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 Continued on inside page

Spreading His Wings In 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 Matt Samuel, location. “It’s ties into an adjacent surface lot allowing us to merge the two together with Regional Manager, one unified pay box.” Matt adds that improvements will include re-asphalting, improved Anchorage, AK lighting and access. Matt is especially proud of signing a new tenant to a 5 year lease in the historic Matanuska Building, named after ’s famed Matanuska Glacier. Matt says that Alaska Natural Organics will grow fresh vegetables indoors during Continued on inside page Congratulations WINNER! Building Relationships Through Social Media At Diamond’s Spokane Park N Jet and Self Storage, to tell. We have General Manager Len Urgeleit is using the Internet as 1,000 spaces. 60 one marketing tool to insure customer loyalty and build are designated new business relationships. “We have our own Face for Valet. We also Book page. (Facebook.com/pnj) We have over three have 1,000 units thousand likes.” Len notes that when people like the of self storage.” Park N Jet on Face book they are connecting directly Len says that he to the business. “It sends our Diamond brand viral. Our and his team numbers keep growing.” are constantly Diamond’s Spokane Park N Jet Len says he also relies on monthly eblasts to targeted working to create Holiday Decorations Winner customers to promote Diamond’s Rewards Card that what he calls offers business and leisure travelers timely parking the wow factor. “Over the holidays we had many guests perks such as Alaska Air Miles, Starbucks Coffee Gift comment on how much they appreciated seeing our Cards, and movie passes and more. “We capture seasonal decorations as they came to park. Holiday travel customers emails when they sign up for our Rewards can be stressful. We were glad to make them smile.” Card program. This allows us to send out a monthly Len joined Diamond Parking in July of 2009. He began his eblast that offers special discounts, coupons as well parking career with Diamond as area supervisor and was as travel tips.” promoted to assistant manger before being appointed Meeting with area business leaders, says Len, is another General Manger of Diamond’s Park N’ Jet in November key strategy to build new business relationships and of 2012. promote the Diamond brand. “We have a great story

5 Star Service Continued from cover Spreading His Wings Continued from cover stressing the importance of team work. “If someone Alaska’s long cold winters, providing local restaurants and misses the handoff we are all affected. We have to rely stores with fresh produce that otherwise would have to be on each other 24/7.” imported. “We worked closely with the new entrepreneurs who were able to secure funding from the University of Cherish also hosts monthly lead meetings where Alaska and the Rasmuson Foundation, an organization attendance is mandatory. She says it’s vital to empower dedicated to provide a better life for Alaskans. every member of her team to believe that they can and do make a difference. “We focus on goals and Matt is also excited about the second phase of accountability. We are all frontline ambassadors. We improvements to the Captain Cook Garage, Diamond’s have to strive every day to provide the best customer major parking asset downtown. “New galvanized service and satisfaction possible.” stairs that were fabricated in Spokane will add a major improvement to the building. We park a mix of downtown At the end of the day, Cherish says she measures her office workers, retailers, shoppers and Captain Cook hotel success against her training in the founding principals guests.” of the Four Seasons culture. “In all our interactions with our guests, customers, business associates, and Matt joined Diamond Parking in 2012. Born in the United colleagues, we seek to deal with others as we would Kingdom, Matt spent 20 years working in food retail in have them deal with us.” 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!” from the t’s Award en W resident s esk head of the urve id in A C s P ’ D n e e r r P Think about it. We Second Time Winner! are in the relationship Tammy Halvorson, Regional Vice President, for business above all else. T n and Utah, has won Diamond’s prestigious President’s a o mm rs Connecting with people Award for a second time. Previously she was awarded y Halvo is valuable currency Diamond’s top honor in 2011. “It was totally unexpected and a pleasant in today’s business surprise,” said Tammy. Tammy says following up and delivering on what marketplace. The better she promises, so nothing falls through the cracks, is the hallmark of her we are at building and managment style. “I try to always do the best job I can. I keep in constant maintaining business Jon Diamond contact with our landlords, clients and potential prospects. It’s how I build relationships with successful relationships,” she adds. colleagues and customers, the more successful we will be in every arena that “I’m very excited about the future and the opportunities that will occur we influence. 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 We know that relationships don’t as Regional Vice President, based in Salt Lake City. Congratulations for a just happen. They are cultivated and job well done! developed over time. That’s why everyday we strive to create legacies that reflect and reinforce our core values. We anadian orner constantly monitor what’s important. C C When challenges arise, as they will in any business, we seek solutions that We Care Program hold the greatest possibility of satisfying Diamond Parking’s innovative We Care Program continues to benefit mutual needs. parking patrons and impress landlords and property owners. Mike Poirier, Regional Vice President of Operations in Vancouver, BC, shares a letter We believe that the best way to provide he received recently from a grateful parking customer that had accidently exceptional customer service is to lead by locked his keys in his car. example. We provide our managers with the right training and tools to motivate employees to demonstrate personal Thank you, I happened upon your We Care Program today when I locked my accountability to all our parking clients. keys in my vehicle at the Safeway on west 4th Ave. and Vine. I phoned a few We are especially grateful when we 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 receive thank you’s from a customer like a good experience. Finally a good experience with a towing company and a the one sent to Mike Poirier, Regional parking company. I’ve only locked my keys in my vehicle twice in the last dozen Vice President of Operations in years, but because of your program I will choose your lots over others when Vancouver, BC, about our innovative looking for parking in the future. I’m going to go on my Facebook page and We Care Program. It empowers all of tell all my friends as well. Thank you, Bill Wright us to go the extra mile. As one of the oldest family owned business in the parking industry, we honor the value of Mike says We Care is a powerful example of Diamond’s ongoing trustworthiness and accountability in commitment to customer service. “It’s one of our best tools to build building successful relationships across loyalty.” Mike says word of mouth, onsite signage, and comments on all channels of our company. 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.”

–––––––––––– 2 COUNTRIES – 9 STATES – 48 CITIES ––––––––––– 1700 LOCATIONS – 154,893,798 Combined Hours of Experience ––––––––––––– 1,498,370,839,208,475,821 Cars Parked –––––––– Real Estate & Operations Seminar • Jan. 21 - 24, 2015

Ta n m rso my Halvo

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. Tammy Halvorson, Joe Koontz, This year’s theme centered on the importance of building “Relationships” President’s Award Winner City Manager of the Year at every level of business. In opening remarks, President Jon Diamond, with Jon Diamond with 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 Attendees clients, landlords and team members in the New Year. Enjoying the Seminar Award Recipients President’s Award: Special Outstanding Tammy Halvorson, Utah & Oregon Achievements in Operations: Michael Murray, Vancouver BC Prospector Award: N G Cherish Tharpe, Salt Lake City L I F O W R Matt Samuel, Alaska Stephen Kozlowski, O B F Dan Geiger, & Spokane, WA Leona Ahlo, Honolulu U Jasmine Crusat, Kona N City Manager of the Year-US: Alex Isvanca, San Diego Joe Koontz, Self-Park Matt Samuel, Anchorage Andrea Pierce, Spokane City Manager of the Year-Canada: Bob Duprie, Bremerton/ Todd Kosloski, Calgary & Edmonton Bainbridge Sheila Irish, Tacoma Real Estate Manager of the Year: Audrey Church, Seattle Special Projects: Bob Duprie, Special Achievement in Real Estate: Bremerton/Bainbridge Mike Poirier, Todd Kosloski, Calgary & Edmonton Ken Kime, Seattle & Bellevue David Potter, Edmonton Chuck Harvison, Eugene Jeff Sandborn, Hawaii

–––––––––––– 2 COUNTRIES – 9 STATES – 48 CITIES ––––––––––– 1700 LOCATIONS – 154,893,798 Combined Hours of Experience ––––––––––––– 1,498,370,839,208,475,821 Cars Parked –––––––– Diamond Anniversaries Diamond Feedback

We want to congratulate those employees who are celebrating 10 or more years with Diamond Parking. We welcome your comments: Thank you for your dedication! Diamond Dialog is published by 20+ Years Diamond Parking. For comments and Charito F. Lagua Honolulu 23 years suggestions please write to us Makonen Redae Seattle Attended 23 years at: [email protected]. Yohanes Weldemariam Seattle Attended 22 years Ute Greider Seattle Attended 21 years 15+ Years To learn more about the Barbara A. Shepherd Seattle Attended 19 years Scan code with a Joe Koontz, smart phone Kenneth G. Lewallen Bremerton 18 years City Manager of the Year Diamond Difference visit Larry E. Stedman Spokane Downtown 17 years with Jon Diamond Linda Entus Tacoma 17 years www.diamondparking.com Ayman Mohamu Seattle Attended 16 years Amanuel G. Abraham Seattle Attended 15 years Seyoum G. Sitota Seattle Attended 15 years Mussie Tsehaye Seattle Self Park 15 years Cindy L. Scott W&W Corporate 15 years Employment Opportunities 10+ Years Negusse Abay Vancouver 14 years Diamond Parking is a full-service parking operator Douglas M. Schroeder Bellevue 14 years which prides itself on the quality of its employees. We Azeb Wosene Seattle Attended 14 years do everything possible to accommodate our clients Gugsa Getachew Seattle Attended 14 years and make sure each and every client is satisfied. Mesay Mekonnen United Parking 14 years Such exceptional service can only be delivered by Quentin A. Sannes Spokane Downtown 13 years hiring the brightest and hardest working people in the Danita M. Robinson Corp. Accounting Office 12 years Jasmine-Victori A. Crusat Kona 11 years industry. Paul D. Archuleta Salt Lake City Airport 11 years If you are interested in joining Diamond Parking, please Seyum S. Debesay Seattle Self Park 11 years e-mail your resume to: [email protected]. Dawit A. Mengistu Seattle Self Park 11 years Paul R. Lopez Santa Ana 10 years Diamond Parking is an equal opportunity employer. Pamela S. Smiley Spokane Airport 10 years Steven Eugenio Spokane Downtown 10 years

Actionline

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 [email protected], 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.

–––––––––––– 2 COUNTRIES – 9 STATES – 48 CITIES ––––––––––– 1700 LOCATIONS – 154,893,798 Combined Hours of Experience ––––––––––––– 1,498,370,839,208,475,821 Cars Parked –––––––– 605 First Avenue, Suite 600 Seattle, WA 98104 1-800-340-PARK

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

We hope you enjoy reading our latest newsletter Inside this Issue - Five Star Service - Building Relationships - Spreading His Wings through Social Media - Annual Seminar 2015 - Actionline

HELPING YOU REALIZE YOUR PROPERTY’S 1 MISSION FULL POTENTIAL. Bring us your parking challenge. We’ll find the best solution.

EXPERIENCED. Menu of operations: We draw on the substance and depth of decades of experience to assist property owners and building Monthly Parking Municipal Parking Enforcement managers to develop comprehensive plans for Daily Parking Consulting maximizing their parking potential. After Hours Parking Hospital Parking Management WE’VE GOT YOU COVERED. Event Parking Enforcement & Checking From parking facilities in every conceivable size of commercial buildings to major hotels, shopping Valet Parking Services centers, hospitals, sports arenas, multilevel garages Garage Management Revenue Control and ‘Park N Fly’ facilities – we’ve done it. And we can excel for you too. Hotel Parking Management Staffing