Giving 5 Star Service: A Primer

Blow Their Minds!

How do you give 5-star service?  In Sam’s words, you do it by blowing the passenger’s minds over how well you treat them so that they feel like this is the best trip I’ve ever had!  You even want them to want to tip you so much that they’re like, “Man, please take this!  I’m so happy, I feel like I got a lot more than I paid for!”  they don’t feel like they’re doing it out of guilt, but because they just really, really want to!  And he’s absolutely right!  That’s why you have to see Sam’s Six-Star Service Course to learn what you have to know in order to make your passengers this happy.

So many drivers treat their passengers poorly, that passengers today really appreciate it when they get treated well.  And they notice it too.  Because it doesn’t happen all that often.

When they feel like the driver is someone who really cares for them – they can really feel that.  It comes across.  And I don’t mean ‘care for them’ in the sense that you have some deep concern for everything going on in their lives.  I just mean that you care during that time they’re with you in your car.  You care for them in the sense that you want to provide them with the most pleasant and happy experience you possibly can while they’re in your care.

If it’s not genuine though, they will pick up on that.  It has to be genuine, and it can therefore only come from your heart.  When a person gets in your car and you think to yourself, ‘I really want to bring some happiness to this person in the few minutes they’re with me in my car’ – if that’s your attitude – people are going to notice.  They’re going to feel it and they’re going to reward you for it.

But, if you’re harboring any resentment or anger towards past passengers, that will spill over onto your feelings for your current and future passengers.  They will definitely pick up on your negative vibe.  And the only way to hide a negative vibe is to get rid of it!  The best way to get rid of it is to forgive and forget the ways you might feel past passengers have wronged you.  Just forgive them and forget about it – and move on.  Always be hopeful that the next passenger will be better than that.  Trust that they will be and give them a chance to be.

Follow the Golden Rule

Sam tells us the paramount thing, if you remember it and act upon it, that will help you get better ratings and more tips is to remember the Golden Rule that Jesus gave us more than 2,000 years ago.  Treat others the way you’d like to be treated.  If you can remember and do that one thing – you will not have any problems with your ratings at all.  Everything you need to do for better ratings will come together naturally – as you constantly think to yourself, ‘if I was the passenger, how would I like things to be?  How would I like this driver to treat me?’

Think about those questions for a while.  How would you like things to be when you get in a car?  Clean?  A nice aroma?  A kind driver?  A grouchy driver?  A good driver?  Whatever it is you would like to see in a car and driver when you take an Uber or Lyft – you provide that for your passengers – and your ratings and tips will take care of themselves.

Would you like your driver to talk a lot?  Or would you like them to be quiet?  Think about your passengers that way.  What do you think they want from you?  Do they want you to talk to them or just keep quiet and drive?  You can learn to sense those things.

Generally, if they want you to talk – they will start talking to you.  And if they don’t – they will keep quiet themselves.  So, if your passenger gets in and says hello, or says nothing – then give them a friendly hello, maybe ask them how they’re doing – and let them take it from there.  If they say they’re doing fine and then ask how you’re doing – then signs are – they wouldn’t mind a little chit chat.  But always remember to let them lead.  If they ask how you’re doing – say fine.  Maybe tell them how work is going today – and then stay quiet unitl they keep the conversation going.

Would you like water when you get into an Uber?  If so, then provide that for your passengers.  If not, then don’t.  Would you like gum?  If so – provide that.  If not, then don’t!

Now, if you want to go one step further and offer Six Star Service, then on top of asking what you would want – start asking yourself what they would want.  Maybe you wouldn’t want water or gum, but would they?  Imagine a very thirsty passenger getting into your car on a hot day – maybe a bottle of water would be just the thing for them.  So, maybe you should provide it even if it’s not something you yourself would care about.  That’s Six Star Service!

So, the Golden Rule says to treat others the way you’d want to be treated.  But for great customer service, take that a step further and learn to treat them the way they would want to be treated.

Honor and Respect

Remember that the sure way to great ratings and better tips is to always have this thought in mind, “How can I best honor and serve my passengers?”  Honor is not a thing people think much about today.  But if you want to give excellent service, start thinking about it.  How can you honor your passengers and show them respect?  How can you really serve them in a way that will make the time they share with you – one of the bright spots of their day.

If you keep those things in mind, you will have no trouble at all maintaining sky high ratings and getting better tips than you’ve ever gotten.

Video Transcription:

How do you get five-star service? This is like my favorite thing about rideshare, is blowing the passenger’s mind of how well you treat them, so they feel, “Wow, this is the best ride I’ve ever had.”

In fact, my goal is to treat them so well that they’re excited to tip you, that they don’t feel obligated, or you don’t pressure them or harass them for a tip, but they’re actually like, “Man, please take this. I’m so happy. I feel like I got a lot more than I paid for.”

Now, I made an entire course just on how to give this kind of service. It’s called Six-Star Service, which is another star than five stars, you get it.

So like I’ve had many passengers say, “Man, I wish I had another star to give you just to show you because the five-star isn’t enough.” That’s the kind of driver I want to help groom you to become. Now, let me just give you a couple of basics.

This is right here, what I’m about to tell you is the most foundational thing that you can figure everything out with this if you think hard enough and you work hard enough. Treat your passengers the way you would want to be treated.

It’s a golden rule. Jesus said it around 2,000 years ago, treat them the way you would want to be treated. Would you like them to talk a lot, your driver that is, then you should talk a lot. Would you like them to be quiet? Then you should be quiet.

Would you like them to be sensitive if you’re being really frustrated that day? Then, you should be sensitive. Would you like waters? Then have water.

Would you like candy? Would you like gum? Would you like a steak? Whatever, I don’t know. Don’t have a steak, it’s smelly. Would you like a nice smelling car? Then have a nice smelling car.

On and on and on, what would you want in a car? And if you want to take a step further and go to the six-star service, what would they want in the car? And that’s where it’s tricky, discerning your passenger. What would they want?

See, because the golden rule is to treat others the way you want to be treated. But if you want to take a step further, treat them the way they would want to be treated. That’s how you really care for them.

And if you have that heart to care for them, and truly, truly care for your passenger, you’ll get consistent five-star ratings, and you will get big tips, and you’ll be able to unlock exactly the way you are because you’re different. You’re not me, be who you are [and] you’ll be able to figure out how you can uniquely honor and serve your passengers in a way that gives them, blows their mind.


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