20180430-QI_CONFESSION-from-5star

♪ upbeat music playing ♪ [7X7 EXPERIENCE CONFESSION] ♪ upbeat music playing ♪ >>What happens if you miss a turn with a rider in the car, but you don't say anything to the rider? The rider is going to think that you're trying to raise the fare, right? That's a bad experience for the rider, and that's a bad rating for you. Instead, when you make a mistake you need to handle it professionally by using these steps. The first thing that we need to do when we make a mistake is apologize. Say something like, "I'm so sorry that I missed your turn," so the rider knows that you didn't do it on purpose. Then you need to explain to your rider how you're going to fix the mistake so they have confidence in you. Maybe the solution is something simple like, "I'm going to take the next turn to get us right back on track." Finally, you need to change the subject or at least stop talking about the mistake. What if you apologize too much? "I'm so sorry I missed that turn. It won't happen again. I'm really sorry. I'm really sorry, it won't happen again. I'm really sorry I missed your turn.   It won't happen again, I swear."   If you annoy the rider by apologizing too much, they'll give you a bad rating if they're annoyed when they leave the car. Instead of annoying your rider, you need to talk about something else or stop talking so your rider can relax. It can even be as easy as asking them about the weather. Usually when you make a mistake and apologize, the rider says something like, "Oh, it's only one block, don't worry about it." But sometimes when you make a mistake, even if it's only one block the rider might get anxious and say, "You're going the wrong way!"   One of the most important tools for us is offering to fix the problem with Uber after the trip is over. If I'm offering a partial refund, I would say something like, "I am going to adjust the fare with Uber so you don't pay for my mistake." After dropping off my rider, I want to explain the issue to Uber by using the help option, "Fare review: I want to refund my rider." What if the mistake isn't my fault to begin with? Sometimes there's a glitch in the partner app, and it doesn't let me start or end the trip on time. Even if a problem isn't my fault, I need to stay professional with my rider and let them know that I'm going to fix it. I need to tell the rider that I'll take care of it by saying something like, "I'll fix it with Uber after the trip is over." Now the rider will be confident that I won't overcharge them, and my star rating will reflect that.   To report this glitch specifically, I can use the help option for, "I didn't begin or end the trip on time."   Uber will adjust the route and the fare for the rider if necessary. There are other help options that we haven't mentioned. You should explore them to make sure you use the right one for your issue. [CONFESSION] [REVIEW] [Apologize, explain how you'll fix the mistake, and then stop talking] [You don't want to annoy your rider] ♪ upbeat music playing ♪