20160426 Always - Confidence

"Fake it till you make it. Fake it till you make it," what does that mean? When a rider gets in the car and they request to go somewhere that you're not familiar with, your natural inclination might be to ask them, "Hey, you know what? I'm really not quite sure where that is. Is there any way you could help me?" That's not what we would like you to do. In fact, we like you to project an image of confidence. Even though you may not know how to get there, I would still like you to say, "Yes, sir! Yes, ma'am! Absolutely I can take you there." How would you navigate there? Using your GPS system. Now, a rider may ask you, "How long have you been using Uber?" I wouldn't want you to deceive that rider; in fact, I want you to respond with, "Awhile, I've been driving Uber for awhile." Because what is awhile? Two hours? Two days? Two weeks? Two months? Two years? It's really up to interpretation. And then when you follow up with, "How long you've been using Uber," the conversation switches. And now that you start talking about themselves and they have confidence in you. So, I think it's very important that you project a level of confidence because that may be what you get rated on.