1. “I was pleasantly surprised at the polite demeanor
of the staff, typical city workers are very arrogant
and unfirnedly, but I must say these peo[ple seemed
well trained, this is the way public servants should
speak to the people they are paid to serve."

2. “I really appreciated how nice and helpful and
sympathetic the people who answered my call were…
they definitely did their best to make it not any
worse and that was greatly appreciated.”

3. “The agent Jonna through her expertise stayed on
the line made sure I punched in the correct numbers
When the faultiness of the device discovered she
apologized. WHATA JEWEL. "

4. “The operators we dealt with could not have been
nicer or more professional. GREAT JOB”

5. “The agent who helped me with my issue was very
nice and respectful. I couldn’t even be upset
because of how she handled the phone call with
professionalism”

6. “I honestly could not believe how nice and
knowledgable the agent on the phone was. Her
politeness and caring tone calmed me down almost
immediately. She was great at her job. I never
thought I could turn from being so mad to calm in a
matter of minutes.”

7. “The ladies whom I spoke with were amzaing…
Their kindness, patience and knwledge were greatly
appreciate. I think both ladies are absolutely
wonderful”

8. Lessons Learned
If you’re able to troubleshoot a boot that is difficult
to release, motorists will be very happy

9. Lessons Learned
Empathy is incredibly important in
generating positive motorist feedback.
Also, many negative comments complain
about a lack of empathy.

10. Lessons Learned
Many motorist comments include the word
“professionalism”

11. “Attendants were helpful and informative. They
were polite and courteous and spoke to me without
judgement. Overall it was a humane experience”

12. Lessons Learned
“spoke to me without judgement”
Motorists appreciate agents that
communicate in this way

13. “The rep said someone would arrive to
help me within two hours. When that
didn’t happen I called back, got a different
rep, who told me help is not available on
Sunday! I waited two hours all for naught
because the first rep gave me bad info”

14. Lessons Learned
One of our hardest calls is, what is the
status of my request for assisted release?
“Typically up to six hours” is the message

15. “I was 8 months pregnant. Code wouldn’t release even
with 2 good samaratins help. 3 or 4 agents promised to
send someone ot me…no one showed. Agents are liars no
one was sent to help. Worst experience ever. Lawsuit”

16. “The lady I had to return the boot to was not very nice.
The gate was open and I thought I could pull in. She
screamed at me that I couldn’t drive in. I pulled to the
side and parked illegally as there was no parking on the
premises. She also was rude about me coming into the gate
and yelled again when I gave her the boot.”

17. Lessons Learned
The lady at the New Orleans boot return
location is really crabby

18. “I found the person taking my call was
very sarcastic and not willing ot take into
consideration my level of understanding…I
did not appreciate the agents insistence on
doing things her way ONLY”

19. Lessons Learned
Sarcasm and rudeness make people mad

20. “When I called to pay I was told I
would need to submit copies of my license
and reg via fax or email for verification…
When I called back to pay I was told I did
not need to send.”

21. Lessons Learned
Mistakes we make on calls can lead to more
angry calls

22. And now…the comment of the month!

23. “You want to know how I feel? You are
the most greedy money hogging sons of
bitches. It was the most unneccessary
ridiculous thing to go through and your
crooks for doing it to people. I hope one
day your karma comes back to bite you
assholes in back for stealing money from
people. Burn in hell you cocksuckers”

24. But ending on positive note
“Everything was handled in a professional
manner. Even stress over being booted
was diminshed by the professional work.”