Last time we talked about the Surprising level of service. If you truly surprise your customer (in a good way), you will have made a long lasting impression on them, and they will be truly grateful. This is how you get big tips. If you look back at your recent tips, the largest ones were probably from you surprising your customer in some way or another.
And now onto the best level of service there is, Outstanding service. This can only be achieved when you deliver a desired level or better in the majority of the touch points. Just remember, you cannot ever go below the expectations. Your customer will get out of your car, and then immediately realize that they just had the best drive they have ever had.
Here is an example ride:
You communicate that you are on your way (Desired)
You arrive on time (Expected)
Your car smells pleasant (Desired)
You throw one of the surprising amenities at them (Surprising)
You drive politely (Expected)
You drop off right out front (Expected)
You thank them for the ride, and have a closing spiel (Desired)
You see how almost every touch point along the way was ‘Desired’ or better. This creates a comfortable environment, where you customer doesn’t even realize they are receiving outstanding service until it ends. Then it hits them like a ton of bricks and they can’t get into the app and tip you fast enough.
Every drive should end with a tip. But no, you are not entitled to a tip, you have to earn it. Create an environment where your customer just has to tip you and they will.
How can you earn your next tip?