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Wednesday, August 13, 2014

Don't mention client's name

A ridesharing driver arrives at a pickup location. This driver mentions the name of their client to a couple standing at the pin drop. The intent of this name drop is to determine whether these clients are indeed the intended riders. This couple shared their thrill with using Uber, but they were not the right client. Don't mention the name of clients to random people.

The ridesharing driver sent a text message to their client. The client sent a text back to give his client permission to start the fare. Meanwhile, this driver talked about Uber with the couple. They asked valuable questions regarding whether tips were included and if drivers could make airport pickups.

At the exact moment the client showed up, the Uber fan said you're (mentioned client name) the guy. This setup the driver for a bad first impression. It is possible the client feels the driver and a random strange had a conversation about him. There is a misperception here, where the stranger saying you're this person that probably resulted in a less than stellar star rating.

Ridesharing drivers should avoid mentioning a client's name to identify the rider. Focus on a person looking down at their phone at the pin drop or a residential address. Usually, ridesharing drivers will locate their clients.

Even though this ridesharing driver did nothing wrong, it is perceived by this client that they shared their name and may have talked about them. They probably feel they made this driver wait and this made them uneasy the moment a strange said you're that person. This driver knew this once their conversation with their client turned one-sided.

Most ridesharing drivers are experienced to know when clients are bothered about something and just want to get home. Don't mention any client names, even if they request the name and ask if you can cancel them to take them home. Do what you do always: (1) look for a person looking down at their phone (it is noticeable) (2) send a text message that you're waiting at the requested address and if they are not there to let you know (3) call the client. If these steps are followed, you won't have any awkward ridesharing experiences.

Clients search for reasons to rate drivers less. Whereas this is not fair for drivers, clients have the power to deactivate drivers with a push of a button. Eventually, many bad star ratings can drop an overall rating that results in a review. Drivers have a really tough job to follow all the rules - whether these are enforced under TNC and CPUC, or by Uber. Some nights are better, some nights are bad. The star ratings for worked nights can make or break confidence.

The theme is this post is to discourage drivers to never mention client names to strangers perceived as clients. These strangers can ruin the driver's rating. They may say something that makes a bad first impression. The client will take this out on the driver.

Happy Ridesharing!