TREAT YOUR EMPLOYEES LIKE YOUR BEST CUSTOMERS

In early 2017, I took roughly 50 rides with Uber and Lyft in the U.S.'s largest market (Southern California) to interview drivers about their experience in the gig economy. 

Despite the small sample set, I was deeply bothered by what I learned. 

Many, but not all, were in ‘transition’ from military to civilian life. Driving is a key source of their families’ income. Nearly all drivers had driven for both companies. Drivers universally felt driver engagement was much higher with Lyft than Uber. The lack of fare transparency, wage calculation transparency and the inability for customers to tip drivers set a cultural tone of distrust amongst drivers when working for Uber. Moreover, more than 2/3 of the drivers shared they would prefer driving for Lyft over Uber, but in their opinion, Uber’s globally known brand drove more requests to Uber vs. Lyft.

Fast forward to early 2018: The data suggests change is afoot and consumers are voting with their dollars.

In the recent court case, Waymo (Google) vs. Uber, I found it interesting - and I am confident by no mistake- that after ‘old management’ testified in court, new management immediately settled the case. I believe Uber’s new leadership was sending a clear signal- TRUST is key not just company culture but to company survival. The best performing teams- from business to military to athletics to family units- are those where trust and sense of feeling safe are deeply rooted in the organization's behavior.

To the tireless drivers who make our user experience incredible, I say “Thank You. You matter!" You are the frontline of Uber’s and Lyft’s customer engagement.

In the attached article, SharesPost talks about the continued rise in adoption, spend, and usage of ridesharing, how it’s affecting public transportation and Lyft’s increasing U.S. market share. #BD_Klaas