We all do it. We drive for Uber or Lyft and on that one night a week we take off, we use Uber or Lyft to get where we want to go.
I don’t know about you, but I am always on the look out to learn new things from the drivers I interact with. I am also looking for how they could do better, as a mental note to make sure I don’t do it, but also to share with you.
Some things you don’t even have to look for, they leap out at you:
Is the car filthy? In general, I don’t notice the cleanliness of the car unless it is filthy. Dirt on the floor, smears on the seat, stains on the fabric and a grease spot on the window from where the last customer put their forehead.
Does it smell like smoke? I’m not here to convince you to stop smoking. I’m not even going to try to convince you to stop smoking in your car. But rest assured every customer that gets in your car can smell it, and 99% of them do not like it. It is the quickest way to get less than 5 stars.
Is the driver ignoring GPS? Miss a turn by accident and it recalculates with no additional time, no problem. Miss an exit on the highway that adds 5 minutes, I then have a problem. If they speak up and apologize, no problem. We all make mistakes. Own up to it, and your customer will believe you. Take it a step further and say you can request a fare adjustment with Uber for the mistake, and they always say “don’t worry about it”.
Here are the things I look for when I get into an Uber/Lyft:
Did they greet me and ask my name? The name thing is a must, but I also appreciate the “hello”.
Did they confirm my destination? Its a good double check to make sure we are both on the same page.
We’re they able to read my mood? Did I want to talk or were they just talking at me? Believe it or not, most drivers read this very well. The ones that don’t really stick out.
Personally, I know how detrimental a rating below a 5 can be, and how little we make, so it would take a catastrophic event for me to rate below a 5 and not tip. The driver would have to be so bad they are giving all us drivers a bad name.
So whats the moral of the story? In this case it is, know exactly what your competition is doing and decide if you want to make changes to your service offering to be as good as them or better. Remember, your competition is other rideshare drivers and you will always be compared to your customers best ride, worst ride and last ride. Try to be the best!
So what do you do when you are the passenger?