I see lots of of emails every week, often with many various questions and feedback, however one recurring theme is how Uber and Lyft deal with actually good, veteran drivers. Drivers with excessive scores who’ve given hundreds of rides then, for some unknown purpose, obtain a nastygram e-mail from Uber or Lyft threatening deactivation. It’s irritating and might be alarming, however what can drivers do about it? Today, RSG contributor Jay Cradeur outlines what can set off these deactivation emails, what drivers can probably do, and how Uber/Lyft can enhance.
As a veteran driver, I’ve given over 7,500 journeys with Uber and 6,500 journeys with Lyft over 21 months. I even have a four.9 score with each platforms, which stands to say I’m precisely the sort of driver Uber and Lyft ought to need to maintain round.
Yet, when a buyer makes any type of damaging remark, Uber and Lyft ship out somewhat nasty and disparaging emails. When I get an e mail that has the phrases “Permanent Deactivation” in it, I get upset. I drive full time to earn cash to help my household and me. I take it critically. But none of this appears to matter to Uber or Lyft. They persistently take the aspect of the passenger. It looks like we as drivers are responsible till confirmed harmless.
It’s disagreeable as knowledgeable driver who does this to help my household, which makes it exhausting to love Uber and Lyft typically. I’m not the one one to expertise this frustration, although. Today, I’m going to cowl the conditions for which I acquired the unfriendly emails (that I wish to name nastygrams), what drivers can do, and how Uber/Lyft ought to handle these issues.
Lyft: The Unfriendly Driver Platform?
I used to be driving three Lyft Line passengers final week throughout rush hour in downtown San Francisco. Traffic was fairly heavy as is regular when driving downtown between 7 to 9 AM. I needed to drop off my first passenger. Her drop off was a constructing on the nook of two busy streets. The door to the constructing was on a one-way road. Instead of driving four metropolis blocks to drop her off in entrance of her door, I pulled over close to the nook and requested her if this drop off level was okay.
She didn’t reply and received out of the automotive, expressed a huffy angle and slammed the door onerous. Apparently, she didn’t converse up and inform me she most popular to be dropped off on the door. I assumed to myself, “OK, she is upset however she didn’t say something, so what else might I do?
As drivers, we now have to make many judgment calls like this on a regular basis. If I had taken the additional time to drop her on the door, then I’ll have upset the opposite two passengers. In most instances, passengers volunteer to leap out of the automotive to save lots of time for the higher good of the Lyft Line passengers. And, by strolling just a bit bit, these passengers get to their vacation spot a lot faster than if I had pushed the four metropolis blocks in visitors to get to the door.
Within 10 minutes, I acquired an e-mail from Lyft. Here it’s.
Thanks Irish! Do you assume Irish has carried out any rideshare driving? Do you assume Irish has any concept what it’s wish to drive in downtown visitors, three passengers in your automotive, fingers working four apps in your telephone, when you attempt to determine the most effective route to maintain all passengers completely happy and on time? I don’t assume so.
Related: How to Be a 5 Star Passenger
In my state of affairs, a passenger made up a false story, and vindictively reported me to Lyft. How does Lyft deal with it?
- Do they take a look at my monitor report?
- Do they examine to see if this has ever occurred earlier than?
- Do they examine with the opposite passengers to verify the story?
No to all the above. As drivers, we’re responsible, and threatened with “action being taken against your account.” When I learn this e-mail, I used to be upset. I like driving for Lyft. I want to assume they’ve my again. I’d wish to assume that my 6,500 rides and excessive score and no earlier comparable complaints would imply one thing. But it doesn’t. The passengers can say no matter they need and we get a threatening e-mail.
Is Uber Friendlier?
I used to be driving a Lyft Line and I had already picked up two passengers. I received a ping and drove towards my subsequent decide up. Upon arriving, there have been three individuals ready to get within the automotive. I stated “you requested a Line, so I can’t take 3 people. Please cancel and request a regular car.”
Then as I drove away, I noticed I had not turned off my Uber app, and the ping was truly a legitimate Uber ping. I made a mistake. So I turned off my Uber app and my passengers and I had a superb giggle about it.
Pro-tip: Drivers can use Mystro to auto-accept rides from Uber and Lyft and it’s going to routinely log you off of the opposite app when you settle for a request to keep away from this drawback.
But later that day, I acquired this lower than nice e-mail from Uber.
Thanks Janet! To her credit score, a minimum of she stated “thanks again for driving with Uber.”
Really Uber? You assume that after 7,500 rides, I instantly determined to drive my pals and household round whereas making Uber pick-ups? Again, I discovered this to be a really upsetting e-mail. Anytime I see the phrases “Permanent Deactivation” in an e-mail, I’m going to really feel threatened.
There is not any point out of my 21 months of service, my excessive scores, nor the truth that I’ve by no means been accused of this prior to now. Instead, the passenger is true, and I’m threatened with a lack of livelihood.
The Driver’s Response
All goodwill that I felt in the direction of both of those corporations is shot down identical to that. What good is 180 days of change if an organization is threatening me with everlasting deactivation? What good is best pay on the Lyft Line if I really feel threatened for making a prudent judgment name throughout rush hour visitors? These emails made me really feel actual awful.
So what might Uber and Lyft do in a different way? It would appear to me that each corporations might acknowledge that a seasoned driver with a excessive score and no earlier complaints ought to obtain a unique sort of e-mail than one despatched to a brand new driver who’s simply beginning out and has no monitor document. As veteran or high-rated drivers, I really feel we’ve earned simply the smallest quantity of respect and understanding.
If both Uber or Lyft had acknowledged any of those details, or couched their cautionary phrases with just some of reward, that may go a great distance with this driver.
I did reply to the Lyft grievance, with the next (abbreviated) e mail:
I’m writing to ask you why you might have despatched me this offensive and threatening e mail?
I’m a driver with over 6,500 rides and a strong and constant four.9 score.
I’ve by no means been accused of something like this earlier than. Yet you appear to take the aspect of the passenger and deal with her malicious declare as fact. This declare by the passenger is completely incorrect. Yet you reply and threaten me like I’ve no monitor document with you, and my job is now in danger. For all of the “drivers are very important” PR, this positive kills all the goodwill you’ve gotten tried to earn with me and different drivers….
I’ll proceed to do my job, which I’ve accomplished very properly for Lyft for 21 months now, and put this out of my thoughts.
It is now 5 days later, and Lyft has not responded, so I assume that claims all of it. Has anybody else had an analogous expertise? How do you are feeling about the best way Uber and Lyft talk with you? Do you are feeling like a valued member of the group? Or do you are feeling like a cog of their wheel? Let me know. I might worth listening to about your experiences.
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-Jay @ RSG
Jay Cradeur is a full time Uber and Lyft driver with over 14,000 rides beneath his belt. He focuses on optimum driving methods and techniques for producing most income in San Francisco. Jay’s motto is “Drive for Uber, See the World!” Jay has visited ten nations within the final yr, because of the income alternative and flexibility of rideshare driving. Jay is a graduate of UC Berkeley the place he earned a BS in Business Administration. You can learn Jay’s blogs and see a few of his movies at www.nomadjay.com.