Customer Retention — Take Cue From UBER
Customer retention is important for every business. If your business model does not uphold this phenomenon, then don’t stick around. For those who wants to learn a thing or two about customer retention, take cue from UBER — American International Transportation Company.
Here is why ….
I live in Calcutta/Kolkata, India. We are renowned for our cultural elements and yellow taxi cabs (Hindustan Ambassador cars). The payment is made through a meter, which calculates the distance and portrays the amount in its tiny square display. I remember paying $0.16 travelling to a short distance in a taxi, which multiplied 2x after plying 0.62 miles.
Over the years, these taxi cabs have increased their rates and attitude towards customers. They will refuse right in your face. If you threaten them with police complaints, they will verbally abuse you, leaving you vulnerable and scared.
As any Calcuttans and they will share horrendous experiences. From being threatened to physically abused, many taxi cab drivers have left no stone unturned, if a passenger demands a reason for their refusal or higher rates.
Today, I had to reach a nearby hospital, which is half an hour away from my house. It was 8 o’clock and there weren’t any uber cabs available at that time. So, I went up to the taxi center and asked one driver whether he would go to my destination or not. He refused within a second. I went to another cab driver, he suggested, I share the ride with other passengers, but not the fare — unfair much — I wasn’t ready to pay full amount for a shared ride.
While I was waiting for a bus, the taxi drivers simply stared and ogled at me. One even fumbled something that wasn’t cool. During the entire time, I kept checking for uber cars. At that moment, I saw through my app, an uber car was only 15 minutes away. I jumped upon the opportunity and booked the car. It came exactly after 15 minutes and without even a question, drove me to my desired destination, leaving the horrible taxi drivers dumbstruck!
I don’t intend to share my rant or disgust. I simply want to communicate an important message. Be rude, negative or downright impolite to your customers, you’ll definitely lose them. Give your customers exactly or even more than they expect, you’ll have them for life.
This is the sole reason why more and more indians from major cities are opting for uber cars over the old cabs. And why not. I know we are paying more than the regular taxi fare, but it is completely fair. The cars are super clean, ventilated, has good air conditioning and drivers who are polite and professional, in comparison to old, tattered and smelly yellow cabs, which is absent of air conditioning, and good drivers.
Points to take from Uber’s awesome transportation service —
1: Meet customer expectations
2: Deliver on time, and the best
3: Maintain professionalism, yet be real
4: Solve customer problems. Offer solutions
5: Give more than customer’s expectations
These are simple and real points that every business — small or big — should take in their stride in order to achieve success and customers for life!
Will love you more, if you like us https://www.facebook.com/quadranttech/
Follow us: https://twitter.com/quadranttech