20180407-TIPPING-PICKING-UP-THE-RIDER-JUAN-01
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>>Juan: When you arrive
to pick up your rider,
ideally there's a safe place
for you to pull over
right in front
of their address,
and they're waiting for you.
But this is not
the case every time.
How do you communicate
any pick up issues to the rider?
What if it's a Friday night,
and you're picking up your rider
from a busy area.
It might seem
like a smart choice
to wait in front
of the location,
but if you're blocking traffic
and causing a commotion,
it's both a safety issue
and a bad first impression
for the rider.
However, if you just drive
to the end of the block,
and wait there,
the rider might be confused
about where you are.
It does say on the app itself
where you're going
to be waiting for your rider.
But especially
in a busy area,
it can be hard for riders
to orient your location
on a tiny map
on a phone screen.
This means
that every pickup
is actually a two-part problem
you need to solve.
Where do you
pick up riders safely?
And how do you
let them know where
the safe pick up is?
This means,
before you even arrive,
you need to be
scoping out the landscape,
so you can already
have a safe place in mind
to pick them up
if they aren't waiting for you.
Once you're safely
waiting for them,
blinkers on
and out of traffic,
this is where communication is key.
Consider again the rider.
They'll be wondering
where you might be
and why you went there.
So you need
to answer those questions.
And you need to answer
those questions quickly.
One example might be a text
that goes something like this,
Hi, this is Juan, your driver,
I'm waiting at the intersection
of First and Main,
in front of the corner store.
I'm ready whenever you are.
All of that information
fits into one text message.
And now your rider
knows exactly where to find you.
Communication doesn't stop
with the text message.
Remember that
"why you went there"
part of the equation?
Sometimes it can
really help a situation
as soon as
the rider gets in your car.
You can start by apologizing
for the inconvenience,
I'm so sorry
I wasn't right in front,
there was just
too much traffic.
Thank you for meeting me.
And then we turn
to greeting your rider,
and change the subject.
Now you and the rider
can get going
safe and sound.
By the way,
we do recommend
actually trying out
the rideshare service
you work with as a rider.
It'll give you
the rider's perspective,
and a new understanding
of how to deliver
above and beyond customer service.
Choose to think ahead
and communicate.
And choose a tip.
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