Providing ride services as a source of income requires more than taking the passenger to their destination. In a way, this is considered a premium service since they’re paying extra for the convenience and comfort of a private ride. That’s why user experience also matters. Making sure your passengers are happy and comfortable can also be profitable. Especially for tourists and those who are in Colombia for business, providing excellent services can mean receiving a tip.

No, you don’t have to roll out the red carpet for the client every time you pick them up. Small tweaks in service delivery can make all the difference.

You can think of improving user experience as being a good host. You want to make them feel warm, safe, and welcome so that they can completely relax during their stay. Although these practically take no effort, doing the following can create that at-home vibe while they’re in your vehicle:

• Greet them as they enter the vehicle and confirm their name.
• Ask for their preferences on the AC level and music.
• Maintain a calm and professional tone throughout the ride.

Doing all these can help you gain their trust. So, if they’re not happy with any aspect of the user experience, they’re likely to communicate their concerns instead of leaving a bad rating.

As mentioned, we recommend being calm and professional by default. But beyond your overall demeanor, make sure that you’re communicating clearly. Apart from choosing your words carefully to avoid misinterpretation, here are a few ways that you can do that:

• Ask to confirm instead of imposing. Let’s say that there’s a dispute brewing over how much the fare is. They may see insistence as being domineering. And by asking them to confirm what’s on the app, they’ll see the rate for themselves.
• Be mindful of cultural differences. This is important if you’re in a Colombian city with a lot of international tourists and businesspeople. When in doubt about the appropriateness of bringing something up, it may be better not to.
• Regard their actions as a way of communication. Don’t wait until they tell you to stop talking for now. If you see them reaching for their earphones or trying to sleep, take that as a signal.

Communication is a two-way street, so it’s not just about how you talk to the passenger. Be a good listener and watch their body language as well.

In Colombia, it can get really wet and really dry. So, in a way, your car can be a refuge that protects them from the environment. And to improve their user experience, try to do the following:

• Wash the car regularly. The passenger may not stay on the roof, but a clean car creates a good impression. It also sets them up for what to expect once they get in.
• Remove any trash after every ride. We also recommend having a small, inconspicuous trash can near you. This way, the passenger can easily throw away what they need to instead of littering the car.
• Keep odors under control. Try not to use or eat anything with a strong smell inside the car. We also recommend not using overwhelming scents to mask the smell. If you’re going to use neutral scents instead.
• Have a small vacuum with you. Feeling crumbs or dust all over the car will definitely affect the user experience. A small vacuum will help you easily and quickly clean areas when needed.
• Prepare for the weather. In case the passenger gets in the ride dripping because it’s rainy, bring rags so you can easily wipe off the seats. And if it’s dry and dusty, watch out for dust accumulation on your dashboard.

Everything should be clean and organized before your first trip. However, you should also be prepared in case of any surprises.