This uncle is rated 4.98 out of 5 on Grab. What the what?
How is this even possible?
The customers might not be always right. But it certainly helps to be on the right side of the customers’ demands and feelings.
Especially if you are a GrabCar driver.
Why? How about better ratings? And ultimately, better moolah?
We speak to three of Grab’s best drivers to find out how they managed to score such high ratings.
Alfred Voo, 52
Rating: 4.86 out of 5
Our interpretation of his modus operandi: You nice, they nice, everybody nice.
Why it pays to be nice to everybody (including pets): While it’s true that most drivers prefer not to pick up pets because of all the hair and drool, Alfred has no qualms with pets in his ride. He once picked up a passenger who have been rejected four times by other drivers because he needed to travel with his dog. So instead of the fare, which was $18, the passenger insisted to pay Alfred $30 for taking the chance on him.
In his own words: “Always put yourself in the passenger’s shoes. It’s about give and take, you don’t have to be so calculative.
Whether it’s a guy or a woman, you have to go down to help them with their luggage. That’s it. I don’t understand why that driver has to do it that way. It doesn’t make sense.”
Yahya Ayob, 42
Rating: 4.85 out of 5
Our interpretation of his modus operandi: Killing it with kindness.
Why it pays to be polite and kind: Yahya once took another route because of a massive jam. And when he did that, the lady passenger he was ferrying shouted at him: “Why you never go straight?”
To deal with her demands, he simply killed the animosity with kindness. He told her: “‘Mdm, I’m sorry but I really do not know this road and I depend on the GPS. is it okay that I carry on?”
That promptly put out all the fire. “I believe that if I’m polite to them, even though they are rowdy maybe it will cool them down a bit. I mean don’t add fire to fire, just add water to fire,” he said.
In his own words: “I make it a point to greet the passenger “Hi, how are you?” upon boarding or eye contact. When I’m driving them, I will give them a nice smile. Some passengers like to chat, so I will just chat with them like old friends.”
Peter Soh, 57
Rating: 4:98 (not his highest though, he scored 4.99 before) out of 5
Our interpretation of his modus operandi (actually his words): Mai keh gao lah (Hokkien: don’t be calculative).
Why it pays to serve the community without discrimination: “Once, after a trip, a rider offered to buy me supper. Another rider offered to sell me his car, which I bought eventually. I’m now driving a Honda Crossroad, which I bought it from this guy three months ago. I have a rider who is a dentist and is now my dentist. I have a rider who tells me she’s looking for a guy and I try to be a matchmaker.
You won’t believe it but if I show you some of the Whatsapp conversations with some of my riders, you’d be shocked.”
In his own words: “Mai keh gao (don’t be calculative) lah. It’s about being accommodating when it’s needed.
Greetings will put them at ease. I thank them for using Grab at the end of the trip and their support. Frankly speaking, we are Grab ambassadors, not just partners. The image of what people have of Grab depends on how I conduct myself. When I hear bad stories of how Grab drivers treat riders, I feel paiseh and apologise on their behalf.”
Moral of the story? Being nice is everything. All three drivers talked about how being customer-oriented can up their ratings.
And because of their awesome ratings and top notch service standards, all three of them are recognised as Platinum drivers – an exclusive group of drivers who are the creme de la creme of Grab. They enjoy additional benefits, which include incentives such as a co-contribution of $200 credited every month to their Medisave accounts.
This sponsored article by Grab helps Mothership writers get more incentives. Hopefully.