From the C-Suite to the Driver's Seat! Driving for Uber, Part I

I had no idea it could be so much fun!

It probably has a great deal to do with it being work in a totally different context than I'm used to.  As an HR Executive, I've overseen the delivery of professional services, particularly in a hospitality environment for Loews Hotels.  But I've never actually been a direct service person.

And Uber driving is about as direct as service gets!   There is very little space between you and the customer, and that is a totally different personal work experience for me.  Generally speaking, in some manner, I've been the one giving directions to others.  Driving an Uber, you are told where to go, and how to get there, and it is your job to make it the experience the rider wants, by being prepared and reading the customer's desires.  So before I get to that, let's address being prepared  . . . . aside from the obvious, which is a clean and comfortable car.

You have to learn how to use the Uber driver app.  Uber has done an incredible job with making a complicated task as simple as possible, which is essential since actually driving well and safely is the first imperative.  If the car is in motion, the app is unavailable except to change the map view.

You soon learn there are times of day and days of the week and weather conditions and neighborhoods that drive whether you're going to be constantly busy or sitting in your car and twiddling your thumbs for an hour or more.

And then you start to learn how to maximize your productivity . . . . where the riders need you . . . . and then once they're delivered, the best way to enhance your chances for a quick pick-up.

Some rides you think are a bonanza, like the $120 ride to Short Hills, NJ.  But once there, and factoring in the time of day, and the 2 and 1/2 hours to get back to NYC, it starts to look like a less profitable way to spend your time.

How much does a driver make?  Exactly 63.5% of what the rider pays:  Uber takes 25% (well worth it and well earned), the state takes 8.75%, and the city takes a 2.75% black car tax.  And remember out of the 63.5% you need to pay for your car . . . . and insurance . . . . and gasoline . . . . and repairs . . . . and the costs of earning your license, described earlier in this blog.

So in the brief two weeks I did it, I determined I made about $10 an hour, barely minimum wage, on the first day, and got it up to $20 an hour by the last day.  And since we all learn by doing, I can easily see getting it up to $25 an hour and more.  So it starts to become a decent way to make $75,000 a year and better than that, according to some of my fellow drivers.

But let me get back to serving the customer.  Here's the basics:

• clean car inside and out

• ask the rider if the temperature is comfortable 

• have bottles of water available

• have hard wrapped candy available

• have kleenex available ( this is a full service operation!)

• let them know they can use the cord to charge their phone

• ask if they want music, and if so what

• and most importantly, drive safely, without excessive lane shifts, abrupt turns, and go easy on the brakes.

But the very most important factor is to read what the rider wants.  Some don't want any interaction and spend the time on their handheld.  Some want a little interaction at the beginning and end.  Some want a back-and-forth the whole way.  I always took my cues from the rider as to what they wanted, and never tried to force conversation.  I actually found those quiet rides led to a Zen calmness, a very unusual feeling for me at work!

And occasionally, the rider would be curious.  They asked how long I drove for Uber . . . . how I liked it . . . . what's it like to work for them . . . . and what I did before Uber.  If they wanted me to go there, I would tell them I was the CHRO for a diversified conglomerate with 25,000 employees.  That usually blew their minds, and they couldn't stop asking about it and being entertained about the chosen path.

So here is my very first rider, Elle from NYU, and the fare she paid . . . . it just so happened to be the lowest fare during my Uber driving career.  So Elle, thank you for getting me started and thank you for granting permission to be in my blog!