Every driver knows that your customer will compare you to the very last ride they had, the best ride and the worst ride. You never want to overtake their worst experience. If you plan ahead and work at it, you might be their best experience.
Consider these two stories from the same rider. Where do you think they rank up with your level of service?
My friends and I were going into Boston for the day and we decided to take an Uber to the local T station. The driver texted me saying that they had arrived at my place. My friends and I, being excited to go to Boston immediately left the room to go to the car. When we see the car, we get in and say "hey, how ya doin?" The Uber Driver grunted and didn't really respond. About halfway through the 8 minute ride to the train station, he asks "So where are you going again...?" I was dumbfounded that this guy had the address and location right in front of him and he didn't even bother to look. It blows my mind how someone could be so un-engaged with a customer.
One exceptional ride I received was in college. The gentleman picked us up right where we requested so we didn’t have to walk far in the dark. Some of the roads were closed down but he knew exactly where to go which was very convenient and appreciated. The most exceptional part of the ride was when my friend and I got in the car, these other people, started yelling at us in a language we did not understand, however our Uber driver did. He told the guys to leave us alone and to back off because we were with him. They promptly left. He explained they were saying very rude things and he did not want us to feel unsafe. For him to stand up for us and to make sure our safety was the priority was extremely exceptional and we were very thankful and still remember it well.
The little things
You never know what little things you do will have an impact on your customers life and their experience. The first driver probably didn't think that asking where his customers were going was a big deal. The customer did, because he thought it showed lack of awareness, engagement and care.
The second driver recognized that his customers were feeling uncomfortable and took action to create value for them, by chasing off the rude bystanders and letting them know that safety was hi biggest priority.
What little things can you do today to make a difference in your customers life?