Uber and Lyft drivers – you all know how important your personal rating is for your continued career as a rideshare professional. A low driver rating, generally lower than 4-4.5 stars, can result in the suspension or even termination of your job. Most passengers understand the high importance of giving a five star rating and will do so unless something awful or unacceptable occurs. Keep in mind the following tips to keep riders happy and maintain that high rating.
Be timely. Open communication is important to passengers. Text or call when you arrive at the destination: a simple “your Uber/Lyft has arrived!” text will be much appreciated. This ensures that you will not be waiting longer than necessary and they are aware that you are ready to begin the trip. Although passengers can monitor your location through the app, a gentle reinforcement will confirm and notify.
Be personable. Confirm the name of the passenger as they enter the vehicle, “Hi, John!” to make sure that you have the correct rider. There are so many stories about rideshare mix-ups, so this friendly verification can be very useful for both parties. Greet the riders in a cheerful manner, welcoming them to the vehicle.
Be flexible. Once the passenger is in the vehicle, the first subject to address is the end destination. Confirm that the address submitted through the app is correct. A route will be automatically calculated, but it is always a good idea to ask the passenger if they have a preferred way.
Be courteous. Every time you pickup a passenger, it’s like welcoming someone into your home. Act as a host making sure the ride is clean and comfortable. Is the temperature suitable? Is the music type and noise level all right? There should be no clutter, trash, or excessive dirt in the vehicle.
Be conversational (or not). Assess the mood of the rider. Sometimes you may be able to carry on a nice conversation while other times you may ride in silence. Small talk is generally always welcomed, but each ride differs. Some groups may want to converse amongst themselves without feeling as if you are eavesdropping and other groups may include you in conversations, asking for opinions and stories. Test the water with each trip.
Be responsible. Not surprisingly, one of the biggest factors of a rating is the quality of driving. If a driver speeds, runs through red lights, or seems distracted the rider will take notice. Abiding to the speed limit, traffic regulations, and never showing signs of road rage are very important to make the ride enjoyable. Safety should always be the number one concern of the driver and the passenger.
Be humble. Mistakes are bound to happen. However, the manner in which you deal with these mistakes is what will affect your rating. If you inadvertently miss a turn or go the wrong way when the road splits, own up to it and apologize immediately. The GPS will recalculate and you will be able to reach the destination a different way. Worst-case scenario: mark the trip as complete so that the passenger does not get overcharged.
Good luck, drivers!