Uber politeness

Why, regularly, uber drivers behave fundamentally different than regular cab drivers?

there is a fundamental quality increase in the service provided: They take care of the car, they clean it, they themselves have a more polished personal image and they are even more polite.

We could assume that different people did apply to be an uber driver and that is why they are different, but there is a lot of people that made the transition from being a driver of a regular cab into being an uber driver.

For those regular cab drivers that made the jump to uber, my guess is, they behave differently because it is an expected behavior.

So, the company culture plays a determinant role. It is not a person that plays solo anymore and do whatever he wants with is service and clients: they are part of a huge company, and the company has now stakes at play with the quality of the service provided.

But also all the controls implemented, the feedback provided by the client and the very tangible possibility to be kicked out of the company.

It all makes possible to change the behaviour of people that we may think would never change.

So with the right motivation, magic can happen. People can change.

It is just a matter of bringing great design into systems that previously were no man’s land and transform them into self regulating machines that deliver better outcomes.