What Drives The Customer Experience: An Uber Story

Leaving my hotel from the ICMI Contact Center Demo in Las Vegas, I login to my Uber app and request a car to take me to the airport.

Jovita is my driver’s name and she arrives within a few minutes. She parks, says hello and hops out of her car to open the trunk for my suitcase. Standing there holding the trunk, she offers me a water bottle from an ice cooler in her trunk. I’ve been offered water from Uber drivers in the past, but I have never been offered water from an ice cooler in the trunk. I kindly pass on the water, simply because I won’t be able to finish it on the short ride to the airport.

As I sit down in the back seat of the very clean car, I notice two car organizers hanging on the backs of the two front seats. The organizer on the back of the driver seat contains:

• Tissues
• Android phone charger
• Candy
• Magazines
• Small cup for trash

The organizer on the back of the passenger seat contains:

• Baby wipes
• iPhone charger
• Candy
• Small cup for trash
• Magazines

My picture doesn’t do this story any justice, but you can get an idea of what my view looked like here:

Jovita asked me about my time in Vegas, and I share that I was speaking about customer service and attending the ICMI Contact Center Demo. Her eyes get big and she says,

“I love customer service! Let me tell you my stories.”

Here are her stories, paraphrased from what she told me:

One day, in my driveway, I sat in the back seat and looked around. I put myself in the customer’s shoes and asked, “What would make my trip more comfortable?” Then, I went out and purchased items that I believed would be helpful, such as tissues, multiple phone chargers, snacks, baby wipes, water and magazines. My husband surprised me with these hanging car seat organizers, which also included a cupholder for a small trash can. I’ve received non-stop compliments on this! 

Another time, driving a customer to her hotel from the airport, she used one of the chargers in the backseat. I dropped her off at her hotel and drove away. Shortly after, heading in the opposite direction, I hear a phone ring. But, it wasn’t my phone – it was coming from the back seat! I pull over and answer the call. Turns out, it was one of my passenger’s friends. I explained the situation about how her friend left the phone in the Uber. I asked her friend if she would provide me with her friend’s last name, so I could go into the hotel and deliver the phone. After receiving her last name, I drove back to the hotel, parked and went into the lobby. I could have very easily dropped the phone off at the front desk, but I know that my phone is my life. My job depends on my phone. And, it was no different for this woman. I felt uncertain leaving the phone at the front desk or with the valet because who knows if it will ever get to her. Instead, I approached the front desk and explained the situation, asking if they can put me through to her room. They graciously do and she answers. I explain that I have her phone and will wait in the lobby for her to come pick it up. She meets me and is beyond happy to have her phone safely back in her hands. She returns to her room and I return to my Uber to assist more customers. 

Gotta love a happy customer service ending!

This story happened only a few days before the tragedy in Las Vegas. My heart goes out to everyone involved in this horrifying situation. If you’d like to donate to support the community, Zappos, our customer service heroes, are matching every donation. You can donate here:

https://www.zappos.com/about/support