Harder Than It Looks: Parking Uncovered

In this episode of Harder Than It Looks, host Brian Wolff sits down with Neil Hart, Vice President of University Operations at Reimagined Parking. With more than 30 years of experience spanning private parking, healthcare, and higher education, Neil brings a rare, full spectrum perspective on leading in a service industry. People don’t often plan on starting out in our industry, but once they get in, it’s hard to get out. Neil planned on being a sportswriter, but an assistant manager job at a valet parking operation in college introduced Neil to the parking industry. Now, after 30 years, Neil shares the lessons learned from saying “yes” to the right opportunities. Neil and Brian discuss the intricacies of managing massive auxiliary operations – including parking, food service, housing, and transportation. Through all his experiences and all his teams, Neil explains why success ultimately comes down to people, process, and technology. Neil brings calm leadership under pressure, a servant’s heart, and commitment to success in every opportunity faced over his career. Key Takeaways Careers aren’t linear – lean into opportunity. Neil’s path in and out of parking shows that diverse experiences often create the strongest leaders. People, process, and technology are the foundation of great operations. No matter the scale, these three pillars keep everything running. You don’t get thanked in this business – and that’s okay. Success in parking and auxiliary services requires internal motivation, not external validation. Short-term clarity beats long-term guessing.   Neil emphasizes focusing on 2–3-year planning cycles rather than overly rigid 10–15-year forecasts. Leadership is about positioning, not controlling everything. Understanding priorities from both above and below determines where leaders should focus their energy.    Episode Highlights [02:18] Neil shares how he accidentally entered the parking industry through valet operations. [03:48] Neil leaves the parking industry – and gets pulled back in (twice).       [6:18] The transition to MD Anderson and the stark differences between entertainment parking and healthcare. [07:48] Expanding into auxiliary services: food, housing, transportation, and more. [10:18] Neil’s return to parking leadership at the University of Houston.                                [18:48] How Neil manages large teams (200+ employees) and complex operations.               [22:18] Neil’s leadership philosophy: listening, prioritizing, and aligning with organizational goals  [29:18] Why long-term planning often fails – and what to do instead. [31:48] The importance of hybrid operating models in parking and auxiliary services. [36:48] Retirement, reinvention, and joining Reimagined Parking. [36:48] Neil’s new role and his approach to learning the industry from a national perspective. Notable Quotes “Every decision you make today affects years down the road.” – Neil Hart “I never want to be the smartest person in the room. I want to be surrounded by people who challenge.” – Neil Hart “You can’t fall out of a basement.”  – Neil Hart  About the Guest Neil Hart is the Vice President of University Operations at Reimagined Parking, bringing over three decades of leadership experience in parking, healthcare, and higher education.  He has held senior roles at MD Anderson Cancer Center, the University of Texas Medical Branch, and the University of Houston, here he oversaw large-scale parking and auxiliary operations including transportation, food service, housing, and recreation. Known for his operational expertise and people-first leadership style, Neil is passionate about building strong teams, improving processes, and helping organizations navigate the evolving landscape of parking and mobility. 

In this episode of Harder Than It Looks, host Brian Wolff sits down with Keith B. Jones, Chairman and Owner of ACE Parking – the largest family-owned parking and mobility company in North America.  Founded in 1950 by Keith’s grandparents in San Diego, ACE Parking began as a dirt lot charging 25 cents for a parking spot. Today, the company operates across the country and stands as one of the most respected organizations in the industry. Keith shares his journey, beginning with an early interest in customer experience. From directing traffic in stadium parking lots at 10 years old to leading ACE for more than two decades, Keith has a lifelong fascination with parking. The conversation shifts to servant leadership, defining and living by true integrity, navigating technological disruption, and balancing innovation with the long-term responsibility of a family-operated company. Keith leads ACE Parking by effectively balancing future ambition with current realities, while ensuring ACE Parking remains a strong pillar of the San Diego and other communities. Key Takeaways Family businesses are built on responsibility. Keith reflects on ACE Parking’s origins and the responsibility of leading a business so ingrained in a city’s fabric for generations. Innovation must balance vision with reality. Keith's “Today, Tomorrow, and Tomorrow Land” framework highlights the challenge of deploying technology with benefits today while still preparing for what may come. Technology is only as good as the people behind it. AI may automate operations, but trained humans remain essential to making technology work effectively. Integrity creates long-term stability.Keith emphasizes structural soundness to build organizations that can withstand disruption and continue serving clients. Culture and leadership shape the future of organizations. Companies must remain nimble, adaptable, and grounded to thrive in the coming future.  Episode Highlights [02:45] ACE Parking’s origins beginning with a dirt lot to a national mobility company. [06:30] Keith’s first job in parking: directing traffic at an NFL stadium as a child. [10:30] Learning servant leadership while navigating the challenges of joining a family business.[15:00] How ACE evaluates technology partners and the importance of long-term commitment. [18:00] The importance of building a “long road play” organization focused on stability and integrity. [21:00] Early innovations that transformed operations down the road                    [36:00] The “Today, Tomorrow, Tomorrowland” framework [41:00] AI’s impact on parking and how technology must enhance, not replace, the human experience [46:30] What separates companies that will survive the next decade and those that won’t. [53:00] The story behind ACE Parking’s “Park for Pink” program and the personal journey that inspired it. Notable Quotes “Integrity to me means structural soundness.” – Keith Jones “We need to solve the world of tomorrow while pointing toward Tomorrowland.” – Keith Jones “We’re not in the customer service business – we’re often in the customer service recovery business.” – Keith Jones  

In this episode of Harder Than It Looks, guest host Heidi Barber sits down with Dr. Tanara Teal-Tate, Executive Director of Parking & Transportation at the University of Tennessee, Knoxville – a leader overseeing a $24M+ auxiliary enterprise serving more than 50,000 campus community members. With responsibility for 18,000+ parking spaces, 10 garages, 34 bus transit systems and a 60+ person team, Dr. Teal-Tate understands firsthand that parking and transportation is mission-critical infrastructure. Dr. Teal-Tate brings a 25-year journey shaped by grit, data-driven leadership, cross-campus collaboration, and a commitment to student success. From earning three degrees to leading a dynamic team, rolling out transformational parking changes, and defining mobility at a flagship university, Dr. Teal-Tate shares what it takes to lead a complex operation in higher education. Key Takeaways Parking is the first and last impression of a campus. Dr. Teal-Tate shares the importance transportation plays in enrollment, research, athletics, and overall student experience. Engineering mindsets change leadership decisions. Dr. Teal-Tate’s mechanical engineering background enables data-driven data, financial modeling, and strategic master planning. Challenges universities face: real estate and costs. Land constraints and cost realities make expanding and decision making a planned action. Change requires both courage and communication. Leaning on a team and prioritizing innovation and technology will benefit the student experience. Vulnerability is a leadership strength. Dr. Teal-Tate shares why humility and mentorship are central to her growth. Episode Highlights [03:30] Dr. Teal-Tate shares her entry into parking started at a booth. [06:30] How mechanical engineering shaped her analytical leadership style. [10:45] The moment of realization that parking is mission-critical infrastructure. [12:45] Operating at 30,000 feet while empowering her team to lead. [17:45] Managing large campus events through real-time command posts and adaptive strategy. [26:00] Why “just build more garages” isn’t financially simple. [32:00] Transformational changes that reduced garage congestion. [35:45] The lightbulb moment: campus leaders didn’t know what parking already offered. [39:30] The nine-year doctoral journey and rewriting 200 pages in six months. [42:00] Lightning round: hardest life challenges and magic wand fixes. Notable Quotes “Parking and transportation is the first and last impression of the campus experience.” – Dr. Tanara Teal-Tate “In order for me to grow, I have to let myself know that it’s okay to not know.” – Dr. Tanara Teal-Tate “No problem is beneath me. I’m here to tackle this problem.” – Dr. Tanara Teal-Tate 

In this episode of Harder Than It Looks, host Brian Wolff sits down with Kevin Uhlenhaker, CEO & Publisher of Parking Today Media. Kevin shares insight from his first year as the CEO & Publisher of Parking Today Media, including the innovations made to PIE 2026. PIE 2026 is held in Dallas, Texas, from March 30th- April 2nd. Kevin and Brian discuss the challenges associated with taking over an established media publication, and how Kevin’s idea of honoring legends of the parking industry will create a legacy for years to come. Kevin isn’t afraid to admit that his journey with Parking Today Media has been an uphill battle. However, his grit and determination have fueled the many successes Parking Today Media has enjoyed over the past two years. Tune in to learn more about the Kevin’s leadership mindset, and the can’t miss action that will take place at PIE 2026.  Additionally, listeners of Harder Than It Looks can use the code HTIL100 to get 100% off a standard registration for PIE 2026. Key Takeaways Success takes time Although Kevin is experienced in the industry, Parking Today Media still experienced challenges and growing pains. A notable shift in a legendary tradeshow PIE 2026 will be held in Dallas, Texas, this year. It will feature many new characteristics while still honoring the legacy that PIE has. Staying impartial as a media company Parking Today Media works hard to be purely informative in its copy and deliverables, focusing on giving parking professionals a reliable source of news. Trusting team members  Kevin acknowledges the hard and diligent work of his team and how bringing on key personnel has improved team dynamics and Parking Today Media output. Episode Highlights [00:00:00] Brian introduces Kevin Uhlenhaker and reflects on his first full year leading Parking Today during its 30th anniversary milestone. [00:01:31] Kevin admits, “It really has been harder than it looks,” describing the steep learning curve of running a media company. [00:04:00] The surprising reach and personal impact of Parking Today across industry careers. [00:05:00] Reframing parking for outsiders: worst parking experience vs. best parking experience. [00:09:00] The weight of visibility: why leading Parking Today carries higher stakes than past ventures. [00:10:00] Responsibility of independence—tackling hard industry conversations. [00:18:00] Leadership lessons: making hard decisions, evolving skill sets, and understanding industry nuance. [00:21:00] Modernizing Parking Today while honoring its legacy—new editor, tech stack overhaul, and integration of ParkNews. [00:27:00] Why Dallas? Accessibility, neutrality, affordability, and thoughtful event design. [00:31:00] New PI content structure—segment-focused tracks and curated industry-wide topics. [00:37:00] What success looks like for PI 2026: feeling welcome, connected, and among “parking family.” [00:41:00] How Hall of Fame inductees are selected—rubric, independence, and impact. [00:49:00] Startup mode: why there’s little spare time during this reinvention phase. [00:52:00] What Kevin is most proud of—his family’s support and shared sacrifice behind Parking Today. [00:54:00] Special offer: PI 2026 promo code (HTIL100) for Harder Than It Looks listeners.  Notable Quotes “Some of the strengths that allow you to lead at one stage become the weaknesses at the next”– Kevin Uhlenhaker “We’re not on anyone’s side. We’re on everyone’s side – Kevin Uhlenhaker “We want PIE to be something you experience because you’re there – Kevin Uhlenhaker About the Guest Kevin Uhlenhaker is the CEO & Publisher of Parking Today Media. He brings 25+ years experience in the parking industry to the table. An accomplished entrepreneur, Kevin has co-founded and led multiple parking technology companies through inception to acquisition. He has been the CEO & Publisher of Parking Today Media for two years, taking the company, and the Parking Industry Expo (PIE) to new levels. 

In this episode of Harder Than It Looks: Parking Uncovered, host Brian Wolff sits down with Maggie Vercoe, COO of TEZ Technology and a 30-year veteran of the parking industry.From starting in a parking booth at the University of Wisconsin–Milwaukee to helping build T2 Systems during its high-growth years - and now leading professional services, support, account management, and marketing at TEZ - Maggie shares the leadership lessons that shaped her journey.This conversation dives deep into adaptive leadership, managing complex implementations, staying calm in conflict, and why collaboration isn’t just a buzzword - it’s a survival skill in parking.Key Takeaways from this Episode:Adaptive Leadership Is Non-Negotiable:There’s no such thing as one leadership style. The best leaders flex between servant, democratic, transformational, transactional, and even autocratic styles depending on the situation and the people involved.Collaboration Drives Culture:Maggie believes collaboration is the engine behind high-performing teams. Breaking down silos - especially between client-facing departments - is essential for delivering exceptional customer experiences.Complex Projects Require Grit and Structure:Successful implementations hinge on change management, clear expectations, strong project ownership, and customer buy-in. Without those, even the best technology can struggle.Calm Is a Leadership Superpower:From handling parking ticket appeals to managing executive-level conflict, Maggie shares why staying centered under pressure often determines the outcome.Parking Is Bigger Than People Think:Over three decades, Maggie has seen the industry evolve from hanging meters and coin payments to mobile apps and AI-driven systems - and she believes the next wave of innovation will further transform the customer experience. Episode Highlights:[00:00:00] Meet Maggie Vercoe – COO of TEZ Technology and 30-year parking veteran[00:02:00] From parking booth to T2 Systems: the unexpected career path[00:04:00] Building culture at T2 – what made it special[00:06:30] Why “being present” is the secret ingredient of leadership[00:11:00] Handling conflict at the counter – lessons in staying calm[00:14:00] Adaptive leadership: the six styles every leader should know[00:19:00] Managing client-facing departments without silos[00:23:00] Why Maggie loves complex implementations[00:24:45] The biggest mistakes organizations make during major rollouts[00:28:30] Women in Parking, Allyship, and industry leadership[00:33:00] Technology trends – AI, mobile, and the evolution of customer experience[00:35:00] What’s new at TEZ – platform upgrades and a major valet innovation at DFW[00:39:00] Lightning Round – collaboration, brisket, and eliminating parking metersNotable Quotes:“If you have one leadership style, you’re probably not a very good leader.”“You almost want to be ignored in parking. If you’re being ignored, it means you’re doing a good job.”“You have to be comfortable in the uncomfortable to get to what’s on the other side.”About Maggie Vercoe:Maggie Vercoe is the Chief Operating Officer at TEZ Technology, where she oversees professional services, support, account management, and marketing. With over 30 years in the parking and mobility industry, Maggie began her career at the University of Wisconsin–Milwaukee before joining T2 Systems in 1999, where she helped shape customer experience and organizational growth during a pivotal era in parking technology.Maggie is actively involved in industry leadership initiatives, including IPMI’s Allyship Committee, Women in Parking, Women in Technology, and the National Parking Association Board of Directors.Connect with Parker Technology:Delivering exceptional customer experiences is what we do best. Learn more at www.parkertechnology.com or email us at getstarted@parkertechnology.com.

In this episode of Harder Than It Looks, host Brian Wolff sits down with Susan Cole, Founder & CEO of Cole Ticket Solutions (CTS) – a woman-owned business reshaping consumables, automation, and supply chain efficiency across the parking industry.One night at 3 a.m., overwhelmed and searching for answers, Susan pressed play on an episode of this podcast featuring SBA lending expert Sue Malone. What she heard changed everything. That moment set her on a path to secure SBA funding, grow CTS, and redefine what’s possible in credentialing and consumables for airports, municipalities, universities, manufacturers, and operators nationwide.Her story is one of grit, reinvention, technical ingenuity, and unwavering resilience. From her early career in Spain to building CTS during the pandemic to pioneering Cole Cube – an automated on-site supply solution – Susan takes us inside the innovations and mindset that fuel her success.Key TakeawaysA single moment can change the trajectory of a business.Susan’s 3 a.m. discovery of Sue Malone sparked the SBA funding journey that kept CTS alive and growing.Consumables aren’t commodities – they’re a service.Susan explains how CTS reframes tickets and credentials as an ongoing service model, not a one-off product.Innovation is born from necessity.Cole Cube, her automated on-site ticket supply room, was created to solve supply chain chaos during the pandemic.Relationships built over decades matter.Susan credits much of CTS’s early success to the trust she developed throughout her 20 years in parking.Persistence and patience are powerful business tools.Her path through fear, self-doubt, and uncertainty shows what happens when you refuse to give up.Episode Highlights[00:00:21] Brian opens with the story of how Susan found the Sue Malone episode in the middle of the night.[01:31] Susan begins her story – from Spain to software to an unexpected entry into parking.[02:27] How a headhunter, a misspelled “Azusa,” and a manufacturer changed her career path.[06:11] Building 20 years of relationships across airports, municipalities, and operators.[07:42] The 2019 company sale and early pandemic layoffs.[09:21] Becoming a full-time homeschool teacher while job hunting in a frozen market.[10:01–12:16] The decision to take control and start CTS during the pandemic.[12:16–17:40] The 3 a.m. night, the Harder Than It Looks episode, and connecting with Sue Malone.[18:56] The emotional weight of the SBA approval and what it unlocked.[21:50–23:03] Supplying the Embarcadero garages and SFMTA’s 21 San Francisco locations.[25:34] Signs of life for CTS during the pandemic: airports, hospitals, and essential services.[27:19] Why CTS is different – consumables as a managed service.[29:53] Cole Cube: the automated, on-site ticket supply room.[33:10–35:13] How Cole Cube was conceived by examining empty server rooms in garages.[35:45] What’s next: an LA-based Cole Cube, robotics, and credentialing technology.[37:40] Why small business partnerships matter in the industry.[39:29] What experience has taught her about solving big problems.[42:02–49:30] Lightning round: favorite phrases, hardest moments, proudest achievements.Notable Quotes“I wasn’t sleeping. I couldn’t get funding. But I wasn’t giving up. I’ve never given up.” – Susan Cole“You can’t just deliver a product. There has to be a service behind it.” – Susan Cole“There are many roads to Rome - you just have to stick to one and keep going.” – Susan ColeAbout the GuestSusan Cole is the Founder & CEO of Cole Ticket Solutions (CTS), a woman-owned, ACDBE-certified business providing tickets, credentials, and consumables for airports, municipalities, operators, manufacturers, and transportation systems across North America.With 20+ years in the parking industry and deep experience in supply chain, credentialing, and automation, Susan is known for pushing boundaries - from launching CTS during the pandemic to creating the innovative Cole Cube supply model in San Francisco and Los Angeles. 

In this episode, host Brian Wolff sits down with Jeff Siegler, author, urbanist, and founder of Revitalize or Die, for a candid conversation about civic pride, apathy, and how an overemphasis on parking might actually be holding our communities back. Jeff brings a unique perspective - challenging the idea that “more parking” equals “more progress.” He shares lessons from two decades helping towns revitalize, the emotional roots of civic decline, and why action is the antidote to apathy. The discussion touches on leadership, walkability, car culture, and how the health of a place directly impacts the health of its people. Whether you agree or disagree, this episode will make you rethink what really makes a city thrive. Key Takeaways: Apathy, not infrastructure, is often the real cause of civic decline. Parking is a utility, not a destination. Cities thrive when they build for people first, not cars. “Raise your standards” - better places begin with higher expectations from leaders and residents alike. Action cures apathy. Real progress starts with simple, visible change - planting flowers, picking up trash, cleaning sidewalks. Good design is good health. Where we live shapes our physical and mental well-being more than we realize. Main Topics & Timestamps: [3:30] Jeff's background growing up in a struggling rust belt town [8:45] Career path from Main Street director to revitalization consultant   [12:20] Signs of community health vs. decline [16:15] Root causes: Apathy vs. technical problems [22:30] Breaking through apathy with small actions [28:45] The problem with obsessing over parking  [35:20] Why great places don't need abundant parking [42:10] How cities should think about parking as a utility [48:30] New urbanism and walkable communities [52:15] Community transformation success stories [58:40] Design principles for parking in cities [64:20] What separates progressing vs. stuck communities [68:30] Hope for the future of towns and cities  About Jeff Siegler: Jeff Siegler is an urbanist author and founder of Revitalize or Die; a consulting firm focused on helping revitalize struggling towns and cities. Jeff has been working in revitalization for the past two decades, including time serving as a Main Street as well as a statewide Main Street coordinator. He is also an elected commissioner in Pennsylvania, serving Pittsburgh proper. Jeff published his first book, “Your City is Sick” in 2023. 

In this episode of Harder Than It Looks, host Brian Wolff is joined by Dave Mueller, President of Parking Concepts Inc. (PCI), and Rafael Abanilla, Senior Vice President of Operations and Innovation at PCI.  These industry veterans share insights on leadership, technology integration, and maintaining company culture in the evolving parking industry. Key Takeaways:1. Technology should enhance, not replace human service2. Consistency in leadership builds trust and predictability3. An agnostic technology approach provides flexibility to adopt best solutions4. Front-line experience shapes better leadership decisions5. Preserving company culture during growth requires intentional effort Episode Highlights:[00:00:00] Introduction and guest backgrounds[00:03:06] Dave's career journey from car rental to parking[00:08:28] Rafael's parking career beginning at age 17[00:12:00] Leadership lessons from customer service industries[00:20:00] PCI's "AI plus human touch" philosophy explained[00:27:00] Overview of PCI's Breeze technology platform[00:36:00] Leadership principles and managing change[00:41:00] Next generation leadership requirements in parking[00:47:00] Lightning round of personal questions[01:00:00] What Dave and Rafael are most proud of professionallyAbout our Guests:Dave Mueller is President of Parking Concepts Inc. (PCI), bringing over 40 years of experience in the car rental and parking industries. He joined PCI in 2006 and has been instrumental in the company's growth and cultural preservation. Rafael Abanilla is Senior Vice President of Operations and Innovation at PCI, with 25 years of experience in parking and mobility. He oversees high-profile portfolios and drives PCI's innovation strategy through their proprietary Breeze technology suite.

In this episode of Harder Than It Looks, host Brian Wolff is joined by Dean Ahmad, Vice President of Parking and Transportation at Dallas-Fort Worth Airport (DFW).  Dean shares his remarkable journey from entrepreneurial beginnings to leading a team of over 300 employees at one of the busiest airports in the world. Dean offers insights on building organizational culture, driving innovation, and developing employees. His people-first leadership approach has resulted in the highest engagement scores at DFW, despite overseeing some of the lowest-paid frontline workers.Key Takeaways:1. Hire for heart first, skills second2. Build strong cross-functional relationships before you need them3. Empower employees through voluntary engagement teams and peer recognition4. Implement one-on-one development conversations at all levels5. Align innovation with both customer experience and employee focus Episode Highlights:[00:00:00] Introduction and Dean Ahmad's background[00:02:49] Dean's entrepreneurial beginnings in antiques and furniture[00:08:00] Career transition to airport parking industry[00:14:00] Leadership philosophy and importance of relationships[00:19:00] Organizational alignment strategies and town halls[00:25:00] Hiring philosophy and employee development approach[00:28:00] Implementation of frontline development plans[00:33:00] Employee engagement programs and Emmy Awards[00:39:00] Innovation approach and cashless implementation[00:43:00] Lightning round questions[00:47:00] Dean's vision for improving public perception of parking[00:52:00] What Dean is most proud of in his career About Dean Ahmad:Dean Ahmad is the Vice President of Parking and Transportation at Dallas-Fort Worth Airport (DFW). With over 27 years of experience in customer service and marketing, Dean leads a team of 300+ employees, overseeing strategic direction and customer service efforts within the airport. His accomplishments include implementing the first yield management system in a US airport and creating the world's largest valet parking operation.

In this episode of Harder Than It Looks, host Brian Wolff sits down with Gabe Mendez, PTMP - Director of Transportation Operations at the University of Wisconsin-Madison.   Gabe brings over two decades of experience in the parking and transportation industries. Gabe shares insights from his time in commercial parking operations to leading transportation services at one of America's largest universities. He offers a candid look at the challenges and opportunities facing parking professionals today, from event management to embracing new technologies.  Key Takeaways: 1. Leadership in parking requires taking responsibility for team failures while celebrating collective successes 2. Customer experience should drive operations, not the other way around 3. Effective event parking management requires equal focus on ingress and egress  4. The role of parking directors is evolving to include multimodal mobility, real estate management, and broader business operations 5. Hiring practices in the industry need modernization to attract and retain talent  Episode Highlights: [00:00:00] Introduction and Gabe's background [00:03:33] Gabe's career journey starting in 2001 [00:08:00] Transition from Arizona State to UW Madison [00:15:30] Early leadership challenges and lessons learned [00:20:00] Overview of UW Madison parking operations [00:28:00] Event parking strategies and innovations [00:34:00] Balancing operational efficiency with customer experience [00:36:00] Universities' role in smart mobility technology adoption [00:39:00] Industry challenges: succession planning and hiring [00:43:00] The future of parking director roles [00:47:00] Lightning round questions  About Gabe Mendez: Gabe Mendez, PTMP, has served as the Director of Transportation Operations at the University of Wisconsin-Madison since August 2020. With a career spanning over two decades in the parking, transportation, and mobility industry, Gabe brings experience from commercial, municipal, and academic sectors. He is an active member of several professional organizations including the International Parking and Mobility Institute (IPMI) where he serves on the board of directors.