CPMA - September 2022



22-23 CPMA Membership Dues

Membership dues for the 22-23 year can now be paid / renewed online.  Members enjoy perks including discounted annual conference registration fees and access to educational programming throughout the year.  Join or renew today!

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CPMA Newsletter Article - September 2022

Hedgehog curled up in a ball looking at the camera on a white background

Developing Your Own Personal Customer Service Hedgehog:

  1. Step One: Identify areas that are causing you confusion and or frustration. These are typically customer interactions where you are not fairing well. These moments are not enjoyable and could be repetitive in nature. 
  2. Step Two: Clearly define a specific key indicator you are looking for. Start looking for the very first notion that you (and a customer) are entering the undesired scenario. It could be a topic, specific words, or nonverbal cue that things are going south. 
  3. Step Three: Develop a Hedgehog response that is consistent with your personal strengths (and company policy). Your actions should be simple to execute, such as saying a simple word or phrase. The action may also be passive in nature, for example mentally reminding your self not to say something just because it ‘might feel good.” 

Don’t confuse automatic behavioral reactions with a purposefully chosen Hedgehog. A natural human behavior might be to attempt to run away from a bear. That ‘natural’ reaction will likely only result in a short scream filled jog. The bear is faster and will catch you. 

Evaluate how you react to customers in challenging situations. Sometimes learned behaviors are appropriate. Ask yourself if you are successful under two criteria. First, is your reaction something that your supervisor would approve of? Second, are you comfortable with your reaction? Many times, effective responses to life’s situations will at first seem a little counterintuitive (or uncomfortable).

Developing good keys indicator and Hedgehog responses takes time. Collins indicated that businesses developed their Hedgehog Concept over an average of four years. Athletic teams are continually refining the key indicators used by their athletes. 

Written by Matt Penney, CAPP for IPMI Parking and Mobility Magazine

Full article in September Edition of Parking and Mobility Magazine:




“The Carolinas Parking and Mobility Association (CPMA) is a professional association of parking and mobility administrators, practitioners, suppliers, vendors and consultants formed for the purposes of acquiring knowledge; encouraging professional development; providing mutual support, and creating an environment for professional interaction.

Membership is open to government bodies, authorities, colleges, universities, hospitals, airports, corporations, other types of businesses and individuals associated with the parking and mobility industry, and to others supporting the organization’s objectives.

The CPMA is affiliated with the International Parking and Mobility Institute and National Parking Association, and seeks to appeal to both the large and small institution, municipality, operator or business person with an interest in both national and regional parking/mobility related issues.”