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Creating a Positive Client Experience

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Recently, we read an article on the Fast Company blog about an Uber driver who had a 4.99 star rating, despite a whopping 5000 rides given. We were pretty impressed. Usually even a really good driver gets bumped down in rating by a couple drunks who are causing trouble or not getting what they wanted (we’ve heard lots of Uber stories!), or maybe the driver had the wrong radio station playing when someone enters the car and the passenger just didn’t like it. There are lots of ways to lower that perfect score, so seeing a score this high was unique. Reading the article really got us thinking – how can we use this Uber driver’s approach to client service in our work? How can we all apply this driver’s model behavior in our lives and work?

“We Cannot All Do Great Things. But We Can Do Small Things With Great Love.”

This Mother Theresa quote can apply to many situations, and we thought it particularly fit this one. In this case, the driver left his country and career as a corporate businessman with an MBA to move to Toronto. As is often the case with immigrants who are highly educated professionals, he had a tough time accessing the same positions that he had filled in his native country, so Uber was a second choice. However, that did not mean that he lowered his standards of performance. He treated his job as an Uber driver the way he would treat a job as a high-level corporate exec. He kept his car exceptionally clean and fragrance-free, he treated his customers with utmost respect and attention, and he paid attention to every last detail to improve his customers’ experience.

Customers’ Happiness First

This driver put his customers above all else. He made personal sacrifices for the sake of their comfort, probably in ways that they didn’t even realize. For example, he would eat raw salads in order to keep his car scent-free. Ever ridden in an Uber in which the driver had just eaten a McDonald’s cheeseburger or even just smoked a cigarette? It can be downright offensive. When you get in a scent free car, you may not notice anything at all, but you’ll definitely notice when a car smells bad.

Other ways he showed respect and professionalism – using the customer’s name, asking what music they want to listen to rather than having the radio blaring when they entered the car, cleaning the car after each and every ride. All small things that can make a big difference.

Often, keeping a customer happy is much easier than you think. If you can always think in a way that the answer is yes, you can be agile enough to get your customer what they need, when they need it. For instance, they may have an extremely tight deadline on a particular project. Rally your team to work together, come up with a plan, be flexible and creative. Communicate well with your team and with the client. You may have to work late hours a couple nights to achieve this deadline, but you can make it up to yourself later if that’s what it takes. Be passionate about making your customer happy, and you will have a 5 star rating too.