DIAMON DialogD WINTER 2016 Growing Together. Relationships — The Cornerstone of Success 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 Jon & Joel Diamond 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 We hope you enjoy reading clients, customers, and co-workers. We believe that every interaction at every our latest newsletter level is a “relationships” transaction. Today’s customers are not passive and they want to be listened to. Exceptional communication will always build INSIDE THIS ISSUE long-term relationships, improve customer service and provide the point of - Driving Relationships difference over our competitors.” - Real Estate & Operations Is each relationship different? Annual Seminar “Absolutely. Any successful relationship is unique to the parties involved, - Ahead of the Curve whether personal or business, and it evolves over time. They start out - Award Winners Continued on inside - Going the Extra Mile AHEAD OF THE CURVE 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 Joe Koontz, City Man- team goal that emphasizes the value of taking care of our clients and customers.” In ager, Seattle Self Park 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! Community Involvement Going the Extra Mile Diamond Parking employees Exceeding Customer Expectations come from global backgrounds. Imagine the frustration of misplacing or losing important By employing people with keys. It’s happened to all of us at one time or another and different cultural experiences, more frequently than not we never find them. However, Diamond believes that a had we had Diamond’s Dawit Mengistu watching our diverse workforce generates a back the outcome would have turned out differently. more creative and productive By focusing on the single most important element of environment as well as a strong our success — the customer — Dawit easily went the sense of community. Take for Mohamed Moalim, extra mile by providing world-class customer care. example, Diamond’s Mohamed Seattle Operations Dawit’s actions are a stellar example of how we “drive Moalim, Night Lead for Seattle realtionships” and earn our customer’s trust. Dawit was operations. Mohamed was recently recognized for awarded the Employee of the Month in January 2016. making his Mosque the first to join Seattle’s innovative RainWise program. “We have four cisterns that collect CUSTOMER TESTIMONIAL rainwater. Pipes send water from the roof into the cisterns. Then the water slowly releases into nearby rain “My name is Mike. I actually wanted to give a shout out to gardens.” one of your employees. His name is Dawit Mengistu. Let’s Mohamed is involved in his community and he brings face it, people like to do business with those they know, like that experience to his position at Diamond. He says, and trust! “At work I am a bridge between our customers and my When I parked yesterday at the lot on 4th & Cherry in Seattle, Area Supervisors. When questions arise after hours, I WA, I accidentally dropped my key on the way out. He found prepare background and provide any necessary the key, identified my vehicle and left me a note. When I came contact information for their review the following back that evening, I called him and he delivered morning. Helping people is productive and helps my key after hours in the pouring rain. I think serve everyone.” that is above and beyond the call of duty, I just Mohamed is the former principal of the Hope Academy wanted let you know you got a good employee that adjoins the Mosque. there who will do anything they need to do to Mohamed’s story was picked up and aired on the NBC make a customer happy.” Affiliate Television Station, KING 5. Click to view FROM THE PRESIDENT’S DESK In today’s environment a successful enterprise requires a clear and sustainable competitive advantage in the DRIVING RELATIONSHIPS marketplace. The easiest way to differentiate Jon Diamond 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 Real Estate & Operations Seminar situational, and requires adjustment, compromise, and negotiation. We January 27-30, 2016 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 Relationships — The Cornerstone of Success Continued from cover them the right tools to motivate their tentative, with expectations, develop strength based on the employees. We support their decision experience, and mature into becoming a trusted relationship. The making and respect their judgments, key to building customer relationships is to keep our eye on the ball. because you can’t have relationships if Every interaction with a customer should be treated as an opportunity you can’t make decisions. As the oldest to monitor and build that relationship. It’s truly an exciting time family owned business in the parking for Diamond Parking and we will continue to grow, adapt and be industry, we measure our success by the 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, relationships we build across all channels keep proactive and help us shape the future of Diamond Parking of our company. Services.” –––––––––––– 2 COUNTRIES – 9 STATES – 48 CITIES –––––––––––– 1900 LOCATIONS – 154,893,798 Combined Hours of Experience ––––––––– 1,498,370,839,208,475,821 Cars Parked ––––––––– Driving Relationships AWARD RECIPIENTS Diamond Parking’s Annual Seminar was held in Reno, Nevada, January 27th through the 30th, 2016. Managers President’s Award City Manager of the Year representing Diamond Parking’s US and Canada locations Joe Koontz, City Manager, Patrick Seward, City Manager Seattle Self Park Bellevue, WA were in attendance. This year’s theme was centered on the importance of “Driving Relationships” Regional VP of the Year Real Estate Manager of the Year at every level of business. Todd Kosloski, Regional VP Patrick Seward, City Manager of Operations, Alberta Bellevue, WA 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 Special Achievement – RVP Special Achievement - Double Digits – Real Estate Operations will propel us into the future.” Jon added that the parking industry is in both a challenging and exciting time right Monty McAlpine, Business Ken Kime, Regional Manager Dev. Manager/Real Estate Seattle/Bellevue, WA now and “the growth of Diamond’s business is dependent Seattle, WA on the relationships that you have built and will build to Mike Poirier, VP, British Columbia ensure that we remain at the cutting edge of the industry.” Jeff Sandborn, Regional VP of Real Estate, Hawaii Outstanding Achievement – Operations Throughout the 3-day event, attendees heard firsthand Todd Kosloski, Regional VP of Bob Duprie, City Manager, from several of Diamond’s top performers who shared Operations, Edmonton, AB their vision, knowledge and experiences through dynamic Bremerton/Bainbridge, WA Hailey Mattson, Business Sheila Irish, City Manager, presentations. Jon thanked everyone for their commitment Dev. Manager, Real Estate Tacoma/Olympia, WA and hard work and encouraged cultivation of new Seattle, WA relationships with parking customers, clients,