Tips & Tricks to Earn Great Customer Reviews
At a time when competition within the UK taxi market is at an all time high (the number of PHV licences in England rose by 4.5% between 2017 and 2018 according to the Department for Transport), building up a solid reputation has never been more important. But this doesn’t mean building a reputation for your taxi firm… it means building a reputation for yourself, and ensuring your services are always in demand.
So just how can taxi drivers build and maintain a top reputation? By earning great customer reviews that can be shared with potential riders. But it’s not always easy.
Here are 4 simple tips and tricks to encourage your riders to leave positive feedback:
- Give customers what they want
One of the best ways to earn good customer reviews is to ensure you’re promoting a positive customer experience right through from the booking process to making a payment. Today’s customers want ease and convenience, which means that if you haven’t yet signed up to use an online taxi booking app service like Mytaxio then now is the time to do so. Riders want to be able to book and pay for a journey all at the touch of a button, and they also want the added layers of safety and security that a taxi cab app can provide. Make sure you’re working with a service that allows you to offer your customers exactly what they’re looking for, and make the experience great for them.
- Tailor your approach to each rider
According to research, driver behaviour is the most common complaint about taxi drivers. In fact, more riders complain about driver behaviour than the cost of the journey! The reason is that no two customers will want the same sort of person-to-person experience during their ride. The secret is to tailor your approach to each individual rider, and let them take the lead. If a rider seems comfortable chatting, then engage them in conversation (while driving safely, of course) to build up a relationship. If a rider appears to prefer to sit quietly during their journey, allow them to do so, only providing necessary travel updates as required. There’s no ‘one size fits all’ in the taxi world.
- Be clear at all times
As a taxi driver, you should be staying up-to-date with the latest traffic news at all times, and you should also know the best alternative routes to ensure your customers enjoy an efficient and cost effective journey. However, passengers also have their own idea of the route they expect to take, and can sometimes become unsure if they travel on roads they are not accustomed to. If you do need to take an unusual or alternative route, always relay this to the rider and be completely clear about why you made the decision. This helps to improve transparency and instills a greater level of trust in the customer. Trust is as important as price for today’s contemporary customers.
- Bring value to the customer
Ultimately, any taxi driver can be open and honest with their customers, can personalise the experience for each rider, and can sign up for a taxi app solution. However, only a select few are able to bring value that’s above and beyond what is typically expected of a standard taxi journey. With the Mytaxio taxi booking app for Android, drivers can inform their riders of the Mytaxio platform and online community, which allows them to earn points for each journey that they take with a Mytaxio-registered driver. Points can be used for discounts in the future, and riders will appreciate the cost saving benefits. Overall, it’s about standing out from the crowd, and making riders want to take action.