In a candid discussion with industry publication ParkingExec Bill Lerner describes iParkโs patrons as a โlifelineโ and despite being an admittedly โrudimentaryโ business they are dedicated to a consumer-centric and forward-thinking operational model.
-- In todayโs highly competitive commercial landscape, a companyโs long-term success depends heavily on its ability to deliver exceptional customer service to a well-informed audience with rising expectations.
As President and CEO of New Yorkโs largest privately-owned parking garage enterpriseโiPark,ย Bill Lernerย maintains the maxim of โgoing the extra mileโ for clients whether through attentive front-line staff or with the implementation of technological trends designed to improve and facilitate transactions. This focus on high-level, responsive service channels has enabled his company to sustain impressive growth from a single 25-car lot in 1960 to a footprint of close to 150 facilities today.
Anย insightful articleย produced by CRM software firm Kayako identifies two key, consistent aspects of customer service, which are that the consumer wants โeffortless interactionsโ and โmore personable experiencesโ. Trends in clientele management can arguably be traced back 150,000 years when systems of trade and barter were established during humankindโs prehistory and historians note theย first documented customer complaintย in the form of a clay tablet dating to 1500BC which details a purchaserโs grievance to a seller regarding a delayed and damaged shipment of copper ore. Following the invention of the telephone in 1876 and the establishment of the first call centres in the 1960s (structured as Private Automated Business Exchanges and enhanced by the introduction of toll-free 1-800 numbers), business-client relationships are now defined by technologically-advanced multichannel communication streams - a far cry from clay-engraved, foot-delivered complaints.
In a candid discussion with industry publicationย ParkingExecย Bill Lerner describes iParkโs patrons as a โlifelineโ and despite being an admittedly โrudimentaryโ business they are dedicated to a consumer-centric and forward-thinking operational model. Always an innovator, he has adapted current technology trends to better serve users with the incorporation of electric-vehicle charging stations into many of his facilities and a streamlined online booking system, complete with a live, digital assistant chat moduleโa pioneering step amongst major parking operators. A Forbes.com articleย (โTen Customer Service and Customer Experience Trends for 2017โ)ย echoes the importance of such a move, emphasizing the productivity of AI and Chatbots and the value of providing proactive, personalised and convenient service. Well-aware of the multifaceted approach to service delivery, Lerner cultivates low staff turnover rates to ensure his workforce is well-trained and familiar to clients.
When heโs not busy applying his 40+ years of entrepreneurial acumen to the continued success of the business his father founded,ย Bill Lernerย is a dedicated family-man (husband and father of three) and philanthropist. His non-profit Billy4Kids, founded in 2013 with a mandate to preventing soil-transmitted parasitic infections, has provided thousands of shoes to children in impoverished countries in order to shield them from debilitating illness, earning Lerner a Humanitarian award at the Annual Edyeyo Gives Hope Gala. He regularly contributes to media sources such as 33Voices, Radio America, Leaders Magazine and The Atlantic, and actively shares key insights via his websiteย BillLernernews.comย and social media accounts (Twitter:ย https://twitter.com/billy_lernerย and Facebook:ย https://www.facebook.com/billylernerofficial/).
Bill Lerner - President and CEO of iPark:ย http://billlernernews.com
Billy Lerner (@billy_lerner) - Twitter:ย https://twitter.com/billy_lerner
Billy Lerner - Home - Facebook:ย https://www.facebook.com/billylernerofficial/
Contact Info:
Name: Billy Lerner
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Organization: BillLernerNews.com
Website: http://billlernernews.com
Release ID: 89176223
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