Reasons are simple
- It comes on time ( Convenience)
- It charges equal to auto charge minus an haggling ( Pricing)
- It helps me reach office / home on time ( Time saving)
Recently I met the Top Uber cab driver in Pune. Some of the simple consumer insights that he gave are worth following in other industries as well :-
- Ask water to consumer once he is on boarded
- Keep the car clean
- Uses Google navigation effectively
- Eulogizes Uber like anything as if it made his life better ( He used to drive Shivneri bus Mumbai to Pune for 5 years)
- Gets the best rating and gives the best rating to most clients
- Continously checks for daily feedback and finds if there is any area of improvement
- Maintains a track record and his observation on what the customer might rate him
His rating had gone below 4.7 on 26th January and he brought it near 4.8 in one month time after talking to his wife.He does not have FM yet but plans to keep that different by his talks and might use CD player in future.
He also told my wife on how he keeps looking young because he has tomato, milk and home cooked food stuff.
For him his moment of recognition came with the diary that Uber gave him and recognized him in Novotel hotel ( one of the mid size good hotels here) along with his family.
But the most important part of the conversation was his self confidence and can do it attitude once his rating had started to drop a bit. May his tribe increase.
Lessons for me :-
- Every customer touch point is important
- Self confidence takes you a long way along with self talk
- Never get into the over confident zone and keep track of self performance
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