This article will go over some of the major key points I learned as a rideshare driver in Orange County, California. Driving for a rideshare service, such as Uber or Lyft, in the OC has its challenges and its benefits.
There are many excellent lessons to be learned from driving for a peer-to-peer ridesharing service. Transportation Network Companies have paved the way for people in need of work to find it relatively quickly and with ease, covering both real-time and scheduled ridesharing services. Not only does driving for such a service help a person make a few dollars, but it also teaches some invaluable lessons in entrepreneurship, running a successful business, and providing astounding customer service, while further developing one’s business acumen. It is also a great way to meet people, to learn your city through multiple tours, and to find the best places to visit.
In no particular order of importance, the following is a non-exhaustive list of advice, tips, and practical business sense to help those in the ridesharing industry, and those in various business and sales-related fields, when applicable:
Treat every customer as VIP
At night, or in dimly lit areas, turn the lights on in your vehicle to show your friendly face. Turn off the interior lights once they are in the vehicle.
Roll down the windows prior to pick up, if the weather is permissible. Not only will this help freshen the air inside the vehicle, but it will also make the customer more comfortable approaching the vehicle. If you approach them with the windows up, they may not be fully aware if you are their Uber or Lyft driver. Additionally, having the windows down will give the customer the option of riding with them up or down. Always ask if they would like the windows up or down, if the weather is permissible.
Psychologically, people are more inclined to feel happier with the choice being presented to them with the windows already down. Even when they decline and say they would prefer the windows up, they tend to be more grateful for the options. Those that enjoy the windows down will already view it as a positive to have them down. So, in either case, having the windows down prior to picking up the customer has a more positive impact than negative.
Offering, “Feel free to adjust the windows to your liking,” resonates well with most people. By glancing at them through the rearview mirror, now and then, you should be able to read their face and body language to determine when it might be best to roll the windows up. Some customers will not say anything to roll the windows up, but will roll up their own and suffer through the ride with the other windows down. When they roll up their window, it is usually best practice to go ahead and roll the other windows up, too.
Call out their name with a genuine smile, with a happy voice, before they enter the vehicle. This will create a welcoming and safer feeling environment for the passenger. This will also ensure that they have the right vehicle, and you have the correct passenger. There are times when, without a word, people will open the car door and begin sitting in the vehicle, but it is not their particular rideshare. By having the windows down, the customer approaching the vehicle is more likely to say something before opening the doors. If they do not say anything, having the windows already down will help you to be more likely to hear them approaching the vehicle. So, calling out the passenger’s name with a smile before they enter the vehicle helps create a safer feeling for the guest, and giving them the chance to do the same for you, will give you both a better peace of mind.
Ask if they are comfortable with the temperature inside, if the windows need to be up. “Please let me know if I can adjust the temperature to your liking,” or something polite of this sort is best received.
Keep the music volume low and preferably something in the genres of lo-fi beats, downtempo jazz, etc., music with few or no lyrics. This is not a universal rule, of course, but it tends to have less extreme dislikes from passengers. Whereas playing the same music heard everywhere else can annoy or bore; and, it can create potential stresses unbeknownst to the driver, such as a passenger who is offended or they are simply opposed to that particular pop star, etc. The suggested genre types, when played at a low volume, tend to encompass more eclectic styles within their songs that most find inoffensive and more on the soothing side. Peaceful music can help maintain a peaceful environment.
Have music from countries all over the world. Having studied Spanish, Farsi, Mandarin, some German, and picking up words from other languages here and there, I found a great way to connect with passengers was through their first language and culture. You do not have to notify the passenger of the music, just put it on in a low enough volume that it can be comfortably heard, and be sure it is as inoffensive as possible. This will brighten the passenger’s day, and you can use this to ask for more music that they enjoy from their country or culture of origin. Be sure not to simply assume their country of origin without knowing first. It can significantly backfire to assume incorrectly, meaning it is better to not even throw out a guess without their request.
Keep an up-to-date list of new music from various genres, or have the capabilities of quickly and safely accessing such music. Some guests expect certain vibes and certain tunes. It is always a plus just to have those readily available.
Ask how their day is going with a genuine smile. For some drivers, staying or even getting a good mood is difficult. Trust the process. Begin smiling more to people, and see how the world opens up.
Keep a mental list of inoffensive “dad jokes” to help put smiles on people’s faces when appropriate. It is better to use dad jokes when the passenger has already expressed interest in chatting.
If they are talkers, they will happily carry on a conversation with you. If they are not talkers, they will typically look at their phones or answer with as few words as possible and not return with a question for you. When they are like this, it is best just to say with a smile, “If you need anything, please just let me know.” It is best not to talk to people that do not want to talk on their own accord, and they usually prefer it that way. If they are talkers, it is important to stay away from politics, religion, philosophy, etc., unless the person is demanding it in good faith with a smile of their own and without threat.
If they are talkers, it is important to ask with sincerity and discuss with a smile more about them than about you. People want to be heard with eager ears, not to be talked at. They also tend to value their own thoughts and experiences over yours. Try to guide the conversation by asking them about themselves, what they enjoy doing, how long they have been in the area, what they have seen changed, what they do for fun or work, how long they will be in town if they are visiting, if this is their first time being here if they are visiting, etc. The more you get them to speak with a smile on their face, the better the time you and the passenger will have and your rating, tips, and profile compliments will reflect it. When they ask you about yourself, answer and redirect the conversation to get them to speak. This can be a fantastic way to learn more about your area, and to make friends along the way. There may even be job opportunities that arise from such interactions. Stay positive. Trust the process.
If the customer says something offensive, or seems to prompt a rise out of you, it is best to pretend to assume that they have the best intentions with their words. When you approach confrontational people this way, it tends to put them at ease because you are not perceived as a threat to them as you would if you were to respond in any negative way to their comments. People who joke in offensive language do so because they usually want your comradery instead of condemnation. When they enter your vehicle, there is a subconscious bond that can be quickly built between you and the passenger as though it were now you as a team versus the rest of the world, for the remainder of that ride and possibly after. Stay away from taboo, debatable, or heated conversations, and always thank the passenger for riding with you.
Keep some eye contact every now and then through the rearview mirror, and try to keep a genuine smile throughout the ride. An interesting thing you will notice is that the guest will begin to feel comfortable talking and smile in return while chatting through the rearview mirror, but most of the riders turn their eyes away in discomfort if the driver turns around and speaks directly face-to-face. They prefer their mental image of you over the actual deeper you. So, provide the guest with the polite, friendly, and understanding, version of yourself.
Treat every passenger as you would your friend or family member, within reason.
As it pertains to music choice or connecting the passenger’s device, that should be used in good judgment by the driver. However, it is typically better to allow the passenger the chance to play dj because the passenger will then have a better time and this is reflected in the tips, stars, and rideshare driver profile comments. Some guests also like really loud music. The driver should use their own judgment in matters of volume control, but if one can handle the higher volumes it can make for a rather enjoyable Southern California drive down Pacific Coast Highway (PCH, also known as State Route 1, and California 1) for some guests; especially when they are going out dancing or to a bar. Nevertheless, it is to the driver’s discretion.
Always bring sugar-free mint gum to offer. Many websites will encourage bringing bottled water, but most rides do not warrant the cost of such an item. You may bring waters on long rides from airports, yet most people do not care if there is water there. Sugar-free mint gum is well-received by most people and it gives a more personable touch than water. Just be on the lookout for wrappers left in the car.
Have a charging connection for all of the main cell phone types, and a cord long enough to comfortably reach the backseat. Offering to charge their phone helps to increase the value perceived from the ride, boosts their battery and possible safety, and increases the likelihood of the customer providing a higher rating and possibly higher tip once the ride is done. The sooner they are to rate and tip, the higher both of those are likely to be. Providing the guest with a charged phone increases your chances of an increased star-rating and a higher tip.
Not only should you have a multi-connecting charging cable for your customers, but you should also have a vent mounting charging station for yourself. This will allow you and your passengers to see the directions clearly, you will be safer and with fewer missed turns.
Learn the local roads, routes, advice, and tricks. You will find that many people will take the same sort of roads when they are from the same area. You may save time by taking these routes, you may also just make the passenger more comfortable. Of course, you have a GPS, but some customers will always demand you take their way or they resort to anger. Some of these directive types will even demand you take their route when the GPS clearly shows that their route is going to take longer than your GPS’ suggested route, or even the one you know. Either way, if they say to take certain routes, as long as it is safe, it is better just to accept their directions. This usually adds to your ratings and tips when you accept that these sorts of people just like to be in control no matter what.
Learn all of the best restaurants, happy hours, bars, clubs, tourist traps, sites, theme parks, local spots, hotels, and so on. Not only will these be good areas to drive around, but they are great to tell customers about who might not know where to go. Tourists love good local advice.
The customer is usually right. It is better not to correct your guest, as you do not have the established relationship to impose such a gesture. For such a short gig, as in driving someone from point-A to point-B, from a few minutes to around two hours, correcting them will have more of a negative impact on your rating and tip than a positive one. There may be times when customers are in the wrong, and those times should be determined by the driver and in those particular situations. However, it is more beneficial to assume the guest has the best intentions with their actions or words, and that they can be politely rejected or corrected if they have done something deserving commentary. Do not even let them think you are upset with them. Be assertive, but never speak as though they are your enemy, a criminal, offensive, unintelligent, stupid, disgusting, or lesser than you in any way. If they are perceived as this way, it was probably not their intention to present themselves in that light. So, to receive them in that way, and then to reflect that presentation back on them, tends to incite the passenger or stir up their feelings of ‘fight or flight.’ People become defensive if they are seen or treated as being an outsider or as lesser than the person receiving them.
Handle intoxicated people with care. One of the best parts about ridesharing service, is that it helps get drunk and intoxicated drivers off the public streets. To keep them from being aggressive, once they say they have been drinking, say, “Oh, you have been drinking? You handle your liquor really well!” Say this with a smile and in a manner that sounds as though it were a noble achievement or unique ability for the passenger to be able to do such a thing. This is what Dale Carnegie would call “appealing to their nobility.” This makes the person comfortable to know you are okay with their intoxication, they will feel a bit safer and more relaxed, and they will then want to live up to the expectation that they handle their liquor well. Just be sure to speak with respect and in a positive tone with a smile. Always gently decline sexual advances from intoxicated and sober passengers alike.
Speed is bittersweet, so use proper judgment. Getting to the pick-up location quickly can be a plus, but not required because the customer’s app informed them of your estimated time of arrival. Speeding can be risky with other slower vehicles, or if pedestrians are around. It can also increase your chances of getting pulled over by the police, thus costing you not only a chunk for the ticket or attorney, but possibly also your insurance costs will increase, and you will most likely lose the customer you were speeding to. Of course, use your proper judgment, but err on the side of caution, as the costs are not really worth the potential returns.
As for speeding with the passenger in the vehicle, you will find it reflects best with most passengers to drive with the flow of traffic than to be a speed demon or be a total stickler for the rules. Some customers may not say anything, so it is beneficial to see their expressions. There are a few people who will even give low ratings because a driver did not follow the law. Most senior citizens, those intoxicated on alcohol, disabled, those with pets, children under teenage years, or those that cannot sit up comfortably and sturdily on their own, tend to prefer a more leisurely speed and slower on the turns. Do not squeal your tires in speed leaving after dropping off the passenger, either. Uber riders have up to 30 days to provide a tip and a rating, so if you are going to be in the same area you never know who may see you and remember you. So, it is more valuable to flow with traffic and not stand out as being perceived as irresponsibly fast or annoyingly slow.
Lost-and-found items should be returned as quickly as possible to their proper owner. In order to prevent this from being a cost to you, it is better to check the passengers’ seating areas while they are exiting the vehicle and saying something on the lines of, “Be sure you have everything,” and do it with a polite smile. Most people will contact you through the respective rideshare company in search of their lost items within minutes of dropping them off, and you may already be on another drive or on the way to a passenger pick-up. Return their call as soon as possible, and be sure to check the vehicle for items before someone else enters the vehicle. It can happen where one person leaves something in the back seat, the driver does not see it and does not receive a call from the customer immediately, and the next passenger gets in the vehicle and accidentally, or not, takes that left item. It is not necessarily the driver’s responsibility, but to provide exceptional customer service, and increase chances of better ratings and a higher tip for returns, it is best practice to get the items back to them asap. Return the item without frustration or demonstration of it being a burden; always provide service with a smile and with ease. Understand that we all make mistakes and will at some point in our lives forget something somewhere that we hope would be returned without problems.
Teenagers are people, too. Do not speak down to any passenger, even if they appear to be younger than eighteen. It is not the place of the rideshare driver to place haughty judgments or to speak down to any customer. Any customer can leave a rating and a tip. It is also not the place of the rideshare driver to act as a criminal investigator with every person who enters the vehicle, as that would be impractical and invasive.
Not every customer’s needs or wants will be met, so it is better not to beat yourself up over low given scores. Rideshare companies do not release who gave what score, and some people will take advantage of this and put as low of a score as they so choose, and without a need to provide reasons. They do this for the safety of customers, but at a cost of service for drivers since the driver is most likely not informed as to the specific genuine reason for the lower-than-a-5 score. So, consistently give 5-star quality service, and constantly be open for self-improvement.
Give 5-star ratings to 99% of customers, not because they deserve it but because most rideshare companies allow the customer to see the rating you gave the customer immediately after the ride. Whereas, the driver, on the other hand, is not told who gave what rating. This often creates a conflict of interest for the driver to provide a lower than 5-star rating because customers are immediately influenced by the rating the driver gave them and they are prompted to respond with an equal or lower rating. Since the rideshare driver’s continuation of driving depends upon the star ratings being over a certain number, it is best not to increase your chances of getting a lower score by giving a customer a lower than a 5-star rating. Equally, give every customer your 100% in order to earn your rating and a better day for yourself as well as those around you. Days go by much longer, with more problems and stress, when you carry a less than 5-star attitude. So, think positively and harness your inner 5-star!