Archive for July 2nd, 2018

Service of a Simple Transaction Done Well: Kudos LAZ Parking

Monday, July 2nd, 2018

Photo: worldartsme.com

One smart, quick, knowledgeable, engaged person can make a huge difference when there are potential stumbling blocks in a transaction designed to be seamless.

We received a letter from LAZ Parking, the company that runs parking lots and grants permits at Metro-North railroad stations. We had parked in the LAZ lot in Dover Plains for 15+ years and sent a check to renew our yearly permit before the other one expired. In return, LAZ provided proof of payment to display in the car window. The system worked well.

But they changed it. [I could write many posts about so-called upgrades that turn out to be downgrades for me.]

LAZ asked us to sign up online, to download proof of car registration and supply other information. In addition to online registration systems that in my experience are often fraught with peril and traps leading to potential error, our situation had a few complications:

  • My husband had held on to the letter for at least 10 days which was 9½ days too many. Each station has a limited number of monthly parking slots and they are promptly scooped up.
  • We needed to change the account from my husband’s name to mine to match our new car registration.
  • We wanted to pay by check, not by credit card, the way the system is set up.

We were saved by Kathleen Dawson, LAZ Administration Assistant Supervisor, who shepherded our order through all the twists and turns. She was in one office and our online application was used by another. She cleared up the system’s initial confusion over the name change which caused us at first to be refused a permit, responded to all my concerns, expertly advising me and warned those at the other LAZ office about our quirky situation. What might have been a nightmare that ended up with the loss of our parking permit turned out just fine. We are grateful to Ms. Dawson and to those at the second office who expedited and approved our request the day they received our check.

Have you been as lucky as we were to have someone like Ms. Dawson guide you and lubricate a transaction that had many opportunities to become grounded? Do most companies nurture, respect and reward five star customer service support staff such as Ms. Dawson?

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