For humans like me who are serious about cooking, the final marker of success is when a chum or family member asks for the dish’s recipe just served. It’s no longer “Did you like it?” but Did you like it enough—higher nevertheless, like it—that you couldn’t help however percentage with others?
Likewise, at Lyft, we’re all earning the one accolades by delivering a splendid patron experience that ultimately results in landing stellar Net Promoter scores. (For the uninitiated, businesses use an NPS to degree client revel in and expect commercial enterprise increase.) It begins with our humans, our excellent factor, and a great recipe, so the cook has a strong basis and may add their unique touch.
The key to consistency is beginning with a solid recipe. It serves as a foundational avenue map for my team and is a high-quality way to resolve most people’s troubles that can affect our client base—our riders and drivers. Each of my managers owns the recipes (and yes, we refer to them as recipes) that their groups rely upon 24/7 to resolve issues for our drivers and riders.
Just like cooking, we use remarks to cause them to be higher. Adjusting, simplifying, automating, and evaluating clear-up ratings, care ratings, and other tremendously emotional contacts determine and qualify how nicely a recipe works. This granularity offers insight into how and why we get the best ratings, enabling us to lay out future recipes for specific scenarios.
Our customer support is graded on three key elements: resolve, ease, and care. We pore over our Net Promoter score, slicing and dicing to research these contributing elements: Did we remedy? How smooth did it become? How likely are you to endorse us? And most critical of all: Do you watch We Care About You? We consult with the care piece as the triple crown. We must awaken responses like, “You took the load off of me” or “You engaged with me as a person.”
You can’t, for example, rely on e-mail to remedy a situation in which a patron left a telephone in a Lyft. It’s too distinctly non-public, it’s emotional, and it could be not very easy. The recipe to remedy the problem requires human contact with the same portions of urgency and empathy. From there, it could be adjusted. Maybe instead of following the standard steps, with the driving force returning straight away to a drop-off vacation spot at, say, a live performance hall, the driving force can ask as a substitute if the rider can meet after the display. With the warranty that the phone became observed and in secure arms, the rider can experience the show.
This relies on high employee engagement, which calls for each head and heart, much like a recipe. When someone cooks from the heart, it comes through in the dish. Yet, to allow for that heartfelt goodness, the one’s little touches, it has to begin with technical adeptness to tug off the fundamental recipe inside the first location. You can’t have one without the other.
Sometimes, your recipe won’t satisfy a visitor, regardless of how thoughtfully conceived. That doesn’t mean you continue to can’t pop out of the enjoy with a high-quality final result.
For example, a single mother of boys reached out in frustration after her kids’ bills were deactivated. Both boys are minors, and their mother didn’t understand why they couldn’t ride without her inside the car. Nicole, a patron revel in professional, explained Lyft’s safety policy concerning minors and why we don’t allow them to journey without an accompanying adult.
In a typical, scripted client interaction, Nicole may want to have ended the communique there. But because Nicole didn’t feel right about leaving the problem unresolved, she did a few studies and discovered HopSkipDrive, a rideshare platform designed to provide secure rides to minors. Nicole forwarded the information after confirming the provider was to be had in the passenger’s place.
Nicole obtained sparkling comments: “She sincerely took the time out of doors of her process I consider to present me records that sincerely helped me. While my situation couldn’t be resolved inside Lyft, she was best and honestly saved me!”
A tried-and-authentic recipe is your baseline that permits you to get that repeatability you may count on and buys you the capability to get innovative. This lets you be present and, as we say at Lyft, carry your complete self to paintings.
