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My Rules and Customer Service, To Protect Uber/Lyft Ratings

30842 Views 111 Replies 63 Participants Last post by  LiUber
12 Year Driving Taxi in the IE 1999 to 2011, car was $500 per week and can have own clients, i was networking with a few other drivers to keep personal business going.

My current car is a 2017 Lincoln MKZ Hybrid Reserve
As of 10.26.14 I am now a Uber/Lyft driver. This is My Advice for New Uber/Lyft Drivers (take it or leave it)

The following rules and advice are not written in stone, relax as needed...

For your safety.


Do not walk women to door, boyfriends and husbands may think you are the other guy, If you are looking for a quick beat down, Do this on the wrong night and you will find what you are looking for, You are not a taxi driver, you are just some unknown man/woman in a car.

if your passenger becomes hostile, angry, or threatening in any way, do not get out of your car, your car is your safety zone if you have to get out of your car remember to take your keys and cell phone with you but do not approach the passenger,

Only allow passenger to seat behind you if all other seats are taken, as far as i'm concerned this is total disrespect,

Don't give a drunk man's woman too much attention, This is not a joke - You have been warned..

Do not deliver sealed packages, this is bad news for a lot of reasons, unless you are doing it as part of a Uber/Lyft delivery program

For your health and well-being

Occasionally get out of car when it's appropriate, assist passengers when it's obviously needed, get out and open your own trunk, not saying you have to load the luggage but at least supervise the loading of the luggages and packages Do this for your heath not just to assistant clients,

if you work long hours and feeling fatigued, take naps and breaks when needed

For Your Ratings

Keep windows clean at all times and Always offer the front seat (i don't always offer but i do keep it clear of personal items),


Greet the client by name if possible, say "Hello john, thank you for using uber/lyft, good morning/afternoon/evening,

do not ask how is your morning evening or night, unless they ask you first, Some people take this type of comment personally remember not everyone's brain working in the same, your passenger may be having a bad day, for whatever reason, so why ask someone how is their day morning noon or night unless they ask you first,

ask your passengers to let you know if the car is too hot or too cold and if they prefer windows up or down, blah blah blah I know it's your car your way your rules, just remember they are paying for a ride and if you're using Uber or Lyft money to pay your bills your passengers is where that money came from,

Confirm address with passenger, Ask if they wish to point the way or use GPS, and try to restrain from using voice navigation you should have your phone mounted high enough so you can clearly see the navigation it is very annoying, I only turn on voice navigation if for example in LA during the very confusing freeway transitions,

ask what freeway speed they wish you to drive, the limit or 5, 10, 15 MPH over, my cruise control is set at a limit of 69 mph just an occasional burst of speed or slow down to keep cars from cruising next to me (may limit is 5 MPH over without asking)

Ask if they have favorite music station or offer direct audio imput, i don't do this everytime,

do not force conversations with passengers this is one of the biggest mistakes that drivers make, instead start off with a leading comment like wow really has been hot the last couple of days, wow really has been cold the last couple of days, and if the passenger responds with more than a yep well then you know they don't want to talk,

if your passenger is engaging in a conversation with you try to keep it to neutral subjects, do not ask your passengers opinion on things in the news, political thing, religion, opinions about dating and marriage, because they may have an extreme opposite opinion of yours and now you opened yourself up to a whole can of worms,

And also do not insert yourself into passengers conversation unless it is appropriate to do so, for example passengers in the back seat maybe having a discussion about what movies they want to see and don't want to see and there's obviously a slight dispute between them, don't open your mouth and suggest a movie, you may be for example pissing off the account holder, and then you may Wonder later why you got a one star,

Offer personal assistant, especially to the elderly or people with disabilities, My mom uses a walker I have one stared a lot of drivers for not helping my mother,

Do not call clients unless really needed, it's annoying to passangers,

If client does any of the following, most of the time cancel:

3 or more for Uber pool or lyft-line = Cancel, (dont't every relax this rule)

5 or more for UberX , 7 or more for UberXL = Cancel, (dont't every relax this rule)

Got to love the client phone calls and texts - Not

Call or text or gets in car complaining about anything = Cancel,

Call for any reason but sounds drank or stoned = Cancel, (dont't every relax this rule)

Call or text, to ask "Where are you?" = Cancel, (i usually relax this this rule, if they don't sound disrespectful)

Call or text, with something like "your ETA was 4 minutes, 5 minutes a go" = Cancel,

Call or text within a few seconds, to say you passed the location = Cancel,

Call or text about wrong pin location, but don't acknowledge their mistake = Cancel,

Call more than once to ask your ETA = Cancel,

Call to ask why your car stoped and it was only for a minute or less = Cancel,

Call to ask if you are coming = Cancel,

(i relax this rule, if more then a minute to get out of parking lot)

Call to ask if you know the area (yes, i've had this call a few times) = Cancel,

Call to ask if they can pay cash = Cancel,

Call to ask if you can pick-up someone under 18 yo (happen just last Friday) = Ride Cancel,

Call or text with address and/or directions to their location, that's clearly shown in app = Cancel,

All passenger(s) Coming look under 18 yo = Cancel (uber's tos, much be 18 yo or older to have uber account)

Asks you to delivery a sealed package = Cancel,

Asks you pick-up a sealed package from a 3rd party and deliver to a 4th party = Cancel,

Ask you to wait for friend(s) that's coming to car, a few minutes later they need to go look for friend(s) = Cancel,

Having to tell passenger, you can't do this or that = Cancel,

Passenger with rating (unless high surge) of 4.6 or under = Cancel

Not acknowledging any mistake(s) on their part = Cancel,

My fav,

Calling to Tell you, you could have been 1 or more minutes earlier if you had turned on that other street = Cancel,

Too many to list all, but you get the picture..


After all that, Just S.T.F.U. and Drive, unless passanger wishes to talk,
("s.t.f.u. and drive" is my transportation motto)
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I bought a case of Cliff Bars - for about a dime each. They sell retail for $1+ each, so I keep a half dozen in the back seat cup holders. People ask, "Are these for your passengers?"

I say: "they're for good passengers"

Without skipping a beat, they say: "Am I a good passenger?"

I come right back at them: "I don't know, you haven't tipped me yet!"

"I thought tips were included in the fare"
"Do you think energy bars are included in the fare?"

They understand. Haven't had a single passenger take one that didn't give me a couple bucks.
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Ahh the old cliff bars technique. Have you had someone get moody after your reply?
Yeah, once in a while I deliver the message with a little too much annoyance and they sit back and cross their arms. Typical entitled Uber pax.
but if you cancel too many trips, you will get risk to be deactive..... right?
but if you cancel too many trips, you will get risk to be deactive..... right?
The rules I have here are not written in stone you can sometimes give a stupid ass passenger a break,

But if you straight up disrespect me and/or my car you will get the boot,

Remember if enough time has past you can always cancel as a no show are you can try to force the passenger to cancel,

last week I was parked on one of the shoreline beach city streets I think it was Manhattan Beach or Hermosa Beach it doesn't really matter, I got the usual uber ping, but only for this ping I just happened to be parked where the passenger happens to be, so uber does its usual automatic arrival which means I could not see the address, I am on a one way street, so i pull away from the curb and then go to check the address. To my surprise as I said the passenger was already where I was, so I made a u-turn and then made another u-turn to go back to get the passenger,

as soon as passenger got into my car, I was told I was very rude, I said what are you talking about passenger says you left me you are a very rude driver, I said no I did not leave you, uber automatically told you I had arrived I did not know where you were so I made a u-turn, passenger says I don't want to hear that, you are rude, I politely pulled over to the curb as I only moved the car a few feet and had not started the trip, I tell the passenger get out of my car we are done, passenger says I am NOT leaving the car you are taking me to where I'm going you have already accepted the trip,

I said yes I accepted trip but I have not started trip and you are going to cancel the trip, passenger says no I am NOT going to cancel the trip, I said I am parked here I will sit here for the next 4 minutes and that will be the five minute mark and I will cancel passenger as a no show which will cost you $5 or you can cancel it right now and it will not cost you anything,

passenger said I still not leaving the car, I said after five minute mark I will cancel trip collect my $5 and I will call the police and have you put out of my private car, passenger immediately open the door and stepped out,

Yes passenger cancelled trip.

let's face facts most of you would have taken the **** to where she need to go and would apologize even after he called you rude, then you wonder why your uber ratings go straight to hell, have a nice day.
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as soon as passenger got into my car, I was told I was very rude,
That, unfortunately, is typical of Uber pax. Entitled, whiny, biatchy, demanding, and tight a$$ed non - tipping people that expect more than they're paying for.

Uber, for me, is like an annoying two year old pulling on your pants while you're on the phone: "gimme a ride gimme a ride gimme a ride...."
I laughed at your list thinking you're going to have a 5 rating because you won't be taking anyone. Lol
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Have you ever considered that your attitude towards passengers makes them rate other drivers lower out of general disgust for Uber?
It might actually work out to our favor. I picked up a young guy recently who told me I was the third ride he called. The first two cancelled on him. I'm certain he gave me five stars for being the good guy.
Yeah, once in a while I deliver the message with a little too much annoyance and they sit back and cross their arms. Typical entitled Uber pax.
I'm a fairly good tipper in general. But if somebody comes out and directly asks for a tip... forget it.
I'm a fairly good tipper in general. But if somebody comes out and directly asks for a tip... forget it.
Not so much asking for a tip, as requiring compensation for the nice extras I provide to some passengers. Like I said, it's all in the delivery. IF compensation comes in the form of a tip, I'll spend it.
The cooler is now tethered to a seat belt in the trunk, access through the little "door" between the back seats. All the extras are in there, and I'll invite certain customers to open that little door.
Over entitled Uber pax normally remain unaware it's back there. I only take a half dozen Uber riders a week anyway.

The other day a young man riding Lyft helped himself to some of my mints that I keep up front in a little plastic cup.
I let it go, he was a nice kid with a pleasant positive attitude. Felt like he was testing me, just a hunch.

Next day, I see his $7 fare with a $5 tip attached. I wonder what would have happened if I was stingy with 30¢ worth of mints.
I did have a few app holders say "they're supposed to be outside waiting" and be irritated that they was getting them a ride and they weren't ready. (So inconsiderate).
I picked up a PAX last night that was a little miffed that her boyfriend ordered an UBER POOL for her and a bunch of strangers got in the car during the trip.
I picked up a PAX last night that was a little miffed that her boyfriend ordered an UBER POOL for her and a bunch of strangers got in the car during the trip.
We drivers need to stop accepting uber pool, its total bullshit and sometimes a problem.
We drivers need to stop accepting uber pool, its total bullshit and sometimes a problem.
Agreed. I haven't accepted a pool request in over 3 months. It's a lose/lose situation for drivers.
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Agreed. I haven't accepted a pool request in over 3 months. It's a lose/lose situation for drivers.
I've never accepted Pool; but then again there is no Pool on Lux ... other than a "Pool & Spa" ... lol
But could you imaging Pool in Detroit at 30¢/mile ... sheesh ... now that's a cheapa$$ pax who needs a ride
I've never accepted Pool; but then again there is no Pool on Lux ... other than a "Pool & Spa" ... lol
But could you imaging Pool in Detroit at 30¢/mile ... sheesh ... now that's a cheapa$$ pax who needs a ride
I rarely accept X rides anymore. I set my profile to accept select requests only on uber. I also run lyft at the same time. Since an x minimum fare in Austin grosses only $2.50, I will gladly take short rides on lyft with their $5 minimum fares.
It might actually work out to our favor. I picked up a young guy recently who told me I was the third ride he called. The first two cancelled on him. I'm certain he gave me five stars for being the good guy.
I had a guy I picked up a few months ago who also had 2 previous drivers cancel on him (pax had 3.6 score) ... his trip was only a couple of miles; but he was so appreciative that I p/u despite his low score that he gave me $180 tip on a $25 ride. Sometimes it pays to be a nice guy. On the other hand, yesterday I had 6 middle aged broads (who were very snotty and demanding) and they got pissed because I refused to block traffic to let them get in or get out of my SUV; to make matters worse, they only went 4 blocks ... frankly it took longer to get these broads in & out of my SUV than it took to drive the 4 blocks (needless to say, I did not give them 5*)
I've never asked for a tip; but I recently added Apple/Android Pay reader to my car and in the 3 weeks since I added the reader, I've collected $235 in tips. Wish I would have added the reader months ago
I've never asked for a tip; but I recently added Apple/Android Pay reader to my car and in the 3 weeks since I added the reader, I've collected $235 in tips. Wish I would have added the reader months ago
Which one did you get or recommend. I have both the Square and PayPal readers but you can't have enough options when it comes to this. :)
Which one did you get or recommend. I have both the Square and PayPal readers but you can't have enough options when it comes to this.
I use & recommend Square ... as Square had the only bluetooth wireless Apple Pay & Android Pay reader (that didn't cost a fortune ... only $50 from Square; whereas the other companies were charging $300 for their bluetooth wireless Apple Pay readers) I researched and tested several other processing companies ... but after you factor in that Square was giving me $1,000 free processing for every person I signed up ... I currently can collect another $8,000 more in tips before I have to pay any processing fees ... trying to switch all my other processing to Square to take advantage of the free processing. *currently have a label on my bluetooth reader "Feeling Tipsy?" (oldie but goodie, doesn't ask for the tip per se)
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I use & recommend Square ... as Square had the only bluetooth wireless Apple Pay & Android Pay reader (that didn't cost a fortune ... only $50 from Square; whereas the other companies were charging $300 for their bluetooth wireless Apple Pay readers) I researched and tested several other processing companies ... but after you factor in that Square was giving me $1,000 free processing for every person I signed up ... I currently can collect another $8,000 more in tips before I have to pay any processing fees ... trying to switch all my other processing to Square to take advantage of the free processing. *currently have a label on my bluetooth reader "Feeling Tipsy?" (oldie but goodie, doesn't ask for the tip per se)
Soon after I made the post I started looking online and the big Square reader was the one that kept popping up. Thanks, I'll be going with that one.
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