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  1. We are going to break this down into 3 parts that comes into play with ratings. 1) Your Car 2) The Driver 3) The Ride The Car So when it comes to your car there are a few items that can either help or hurt your rating. Here are a few things that can ensure your place of work gives you the most possible chances of success. Keep it clean- Both inside and out. This is the customers’ first impression and a clean car shows pride. You show you care about their comfort. Also if they are showing up to an event no one wants to be seen leaving a dirty car. Most customers do understand that on a muddy rainy day that a dirty car to some extend is acceptable. But if it’s been 3 days after a rainstorm and it still hasn’t been cleaned then you may get dinged for it. Interior is the same thing. No one wants to sit in mess or a big stain on the seat. Keep the car looking as new possible in the area they sit. Wipe down your doors periodically and ensure after every ride a quick scan to get rid of any debris left by a poor rider. Always in good repair – Get squeaks and crunches looked at. Riders do hear them and if it construed as a safety issue it could affect the rating. This also holds true on dashboard lights. Make sure that big red warning light is not on. People will be on guard getting into your car that’s unknown to them. Adding a level of stress just hurts the experience. Clutter to a minimum – Those fuzzy stuffed animals in the window may give you a sense of identity on the road. But the riders don’t want to be part of that. Religious symbols, political messages and your kids toys stuffed in the rear window ledge does not make a rider feel comfortable. They don’t want to be part of your life, they just want a ride. Keep it clear like it came from a car lot or a rental agency. Less is more. Tip jars and advertisements also don’t give riders a welcome feeling. Radio – I always leave the radio on the local pop station at a low level that’s not overpowering. This is a personal thing for most drivers. I can tell you having your gangster rap, or death metal, or hard core Techno is not a good start. Think again like an office or a store. What is neutral to the environment is never a bad choice. Quiet is also acceptable but can get awkward on long rides. Always ask the rider if they wish a particular station but not something you need to bend over backwards for. Not many do care about it long as it’s at a respectable volume. 2. The Driver As a driver it is your job to be professional even under the most demanding of circumstances. People are putting trust in you a complete stranger to get them to their destination. And for some trust is difficult and nervousness is always something riders deal with. These are just a few points that a driver can do to help with ratings. Be clean – Clean appearance is something that’s sounds simple. But body odour and stains in your clothes could be a contributing factor in a rider’s negative feedback. Be professional – A rider may engage you in conversation from time to time. Be polite and treat your office no different if you worked for a large company. Avoid the same topics you would not want in a real office environment. Sex, religion, politics are never good ways to engage a customer. If they engage in that type of conversation be polite but try and sway away from the topic at hand. I use my good standby question “How do you like the Uber service” That can easily fill up a ride. Not to be fake but sometimes just playing the customers’ side can prevent negative ratings. Even if it’s not what you believe. Don’t worry no one else cares what you say when the customer is gone. Connect with the rider – Greetings are always good. Start with a hello and ask for their name. Get the destination if not entered ask if they have a preferred route and you are on the way. Once moving simply ask the rider if they need the temperature changed or radio changed. You are here to help. Quiet please – Some riders prefer a quiet ride.It’s nothing personal but some just prefer it that way. If you engage the rider and you are met with short answers or areas of quiet don’t continue to engage. Nothing is worse than a chatty driver when all you want to do is gather your thoughts or get some emails done on your phone. 3. The Ride Safety first – Always drive safe and to the law. Running reds and weaving in and out of traffic are never good ideas. People are looking to arrive with little risk. You may be a skilled driver but the customer doesn’t know that. Drive like your parents do. Know you’re City – Knowing your city is important, yes we have GPS in the car but knowing traffic patterns and how to move around your city is very important. Missing turns and going the wrong way undermines the very job you have been asked to do. Get there safe and efficient. We all make mistakes from time to time. If you do apologize and make it right by telling the customer you will write Uber and have the fare adjusted to reflect the error. It’s your error but making it right always leads to positive response from riders and 5 stars. Not acknowledging and arguing the route it goes the opposite. Arrive where asked – If the rider asks to be picked up at a building pull up to the door. Nothing is worse than having to cross a busy 2 lane road to meet your driver. If the person is on the other side of the street meet them there. Just be sure to follow the local laws in your area. You come first in the safety equation, just communicate to your rider the concern and make alternate arrangements if the pickup is not safe. Be accommodating and you will have no issues. Be conscious of the drop of – Always watch where you drop off a passenger. Stopping in a huge puddle or at the side of a snowbank may give you entertainment watching a woman in high heels and a skirt navigate it. But it’s a sure way to get her pissed off and will affect the rating. Even if it is not directly in front of the location requested, just communicate to the passenger you are looking for a better spot for them to disembark safely. It shows care and they always rewarded for you thinking of their best interest. This is just a few tips from my playbook. I have kept a 4.9 rating going since I started and hitting almost 800 trips. And don’t worry if you get the odd hit here and there. Sometimes there is no way to avoid it. If you do your best and not worry so much, you will carry yourself with the confidence that will reflect to the customer. Key is treat people like people and you will continue to keep your rating high without even thinking about it. Sometimes I don’t give any freebies (No water no candies). I have not found it necessary to keep a rating up. Sometimes I find drivers can use it to their advantage but in my experience it has not been required.
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