Introduction
The goal of every rideshare driver is to provide a convenient, safe, and comfortable ride to their passengers. At the same time, passengers expect to be picked up promptly before being transported safely and comfortably to their destination.
However, sometimes things derail from the plan when you work as a ridesharing driver. Some passengers are incredibly picky with the vehicle they will be riding in. In contrast, others may even have unreasonable expectations from the driver.
As a rideshare driver, you’re going to experience your fair share of problematic situations. When others are annoying on a flight, you can take several steps to ensure a smooth in-flight experience.
Since you will encounter different types of people daily when driving for a ridesharing company, you must know how to handle troublesome passengers whom you can meet along the way. Here are some tips on how you can deal with these types of people:
Be polite at all times.
When your passenger enters your vehicle, greet them by saying good morning/afternoon/evening or hello. Be kind enough to ask them how they are doing and have already eaten.
It is also good to strike up a conversation by asking about their day or what they do for work. Suppose you can establish a good rapport with your passenger right away. In that case, there is less chance that he will become problematic during the trip.
Be polite and attentive. Don’t forget to open the door for your customer and assist them with their bags. When driving, be mindful of the route you take and follow the fastest one possible. Always be considerate and use turn signals before taking turns or changing lanes.
If your customer starts to act out and complains about anything, be patient and apologize for any inconvenience, you may have caused. The apology will help soothe the angry customer, even if it wasn’t really your fault at all.
However, don’t grovel or beg for forgiveness; simply acknowledge the problem without arguing or blaming anyone. Also, don’t feel like you need to compensate them in any way; other than giving them a smooth ride on their way to their destination, there isn’t much else you can offer them as a driver.
Do not engage in conversation with passengers who are clearly looking to pick a fight or be annoying.
Be prepared to handle difficult situations.
Before you start driving, make sure you’re familiar with your company’s rules and policies on how drivers should handle difficult situations. Some companies have impressive customer service numbers that drivers can call if they need assistance with a passenger or cancel a ride due to safety concerns.
In addition, it’s always a good idea to have a plan for the worst-case scenario, such as if a passenger becomes violent. In the case of an accident, having the appropriate insurance coverage can help protect you from financial loss. Having safety devices like pepper spray in your car can also help you defend yourself if necessary.
If you’re unsure what kind of situations could arise and how to best handle them, consider practising mentally by reviewing different scenarios and thinking about how you might respond.
Set boundaries
It’s essential that passengers feel safe in your vehicle. Peradventure a passenger acts in a way that makes you feel uncomfortable (for example, by getting in the front seat without permission), call attention to it by saying something like, “I’m not comfortable with you sitting here.”
If the behaviour persists or gets worse, end the ride and drop them off at the nearest public location.
Practice good communication skills
One of the crucial way to prevent problems is to use good communication skills from the start.
For example, if someone tries to get into your car before they’ve been matched with a ride, politely tell them they need to wait until they get a match.
You can also use good communication after problems arise. For example, if someone is drunk or obnoxious, pull over at a safe location and say, “I don’t feel comfortable driving with you acting this way. I’m going to have to let you out here.”
Keep calm
When dealing with difficult or abusive passengers, it’s essential that you remain calm and professional at all times. Even if you feel threatened or are being verbally abused by a passenger, you should never threaten them or physically touch them first (unless you’re trying to defend yourself from imminent harm).
If you become upset and lose your temper, it will only make the situation worse for everyone involved.
If you have an abusive passenger in your car:
- Keep your cool. Don’t lose your temper.
- Do not threaten the passenger.
- Do not touch the passenger first (unless defending yourself from imminent harm.
- End the ride as soon as possible, using the “End Ride” button in your driver app.
- If you feel threatened or are being verbally abused by a passenger, end the ride immediately and call 911 if necessary.
Be prepared for sudden changes.
The instant you get into a car with a stranger, you take on some degree of risk. That’s why it is vital to always be prepared for sudden changes in plans. For example, if someone asks to go somewhere that seems remote or sketchy, don’t go there.
And if a passenger begins acting erratically or unsafely, just pull over and say, “Hey, I’m pulling over because this isn’t going well.” You can always explain later why you decided to end the ride early.
Know your rights
You’re not obligated to drive a person anywhere they request. You can end any trip for any reason if you believe it will enhance your safety or the safety of others.
If you feel threatened in any way, pull over immediately and end the trip. Ask the rider to exit your vehicle if it’s safe to do so. If they refuse, contact 911.
Offer solutions
If a passenger behaves erratically, offering suggestions can help calm them down. For example, if they’re intoxicated and want to be dropped off at an area known for criminal activity, offer to take them somewhere safer.
Conclusion
The best defence is to be prepared. Do some research on your state laws and learn how law enforcement will handle complaints against ridesharing drivers. Next, brush up on your knowledge of company policies, so you can be ready with the appropriate language when in an adverse situation.
If a passenger complains, remain professional and respectful. Most importantly, follow the rules set forth by your ridesharing service.
Not only will following these steps make you a better driver, but it will also show passengers that you’re taking your job seriously and acting like a model citizen for them to emulate when using any type of transportation service.