Useful Tips for PCO Drivers to Avoid Passenger Complaints
As a private hire driver, passenger complaints can affect your ratings and income. Careless driving, dirty cars, and rude behaviour are some of the most common reasons why passengers complain.
Some occasional complaints are fine, but getting low ratings regularly is a concern, as it could lead to account suspension. In this article, we’ll discuss how to avoid complaints and offer your passengers a pleasant experience that will make them want to leave good reviews.
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Article Highlights
PCO driver? Follow the tips below to keep passenger complaints low and your ratings high:
- Keep your car clean
- Be on time
- Drive safely
- Respect passengers privacy
- Handle luggage carefully
Keep Your Car Clean
The condition of your car has a direct impact on passengers. If your car is dirty, messy, or smells bad, they may leave negative feedback. That’s why you should clean your car every day before your shift and after completing rides if passengers leave a mess behind.
Cleaning the Outside
Use a glass cleaner and a microfiber cloth to clean the windows, windscreen, and side mirrors. You should also wash your car from the outside with a car washing soap for at least once a week to protect the paint.
Cleaning the Inside
The seats and floors of your car are vulnerable to dirt, crumbs, and germs buildup. Use a portable vacuum cleaner to keep them clean, and pay special attention to the seams in the seats where dust can build up.
Door handles, dashboard, and armrests can become sticky or greasy over time. To clean these surfaces, use disinfectant wipes or a microfiber cloth with a cleaner. Avoid strong-smelling chemicals as they can leave a foul odour in the car.
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Be on Time and Communicate Clearly
Delays or a lack of updates can cause passenger frustration. You can lower the risk of complaints by being on time and communicating clearly.
Use navigation apps like Waze or Google Maps to check traffic conditions and choose the best route to arrive on time. If you can’t avoid delay due to a road closure or traffic jam, update the passenger through a text or call.
Another reason for delays is the confusion about where to pick someone up, which usually happens in crowded places like shopping malls, stadiums, and airports. Always confirm the exact location of the passenger to avoid delays.
Drive Safely and Smoothly
Speeding and careless driving can make riders feel uncomfortable. Here are some tips for driving safely and smoothly:
Avoid Sudden Braking
Look ahead for traffic lights, speed bumps, or cars that are slowing down, and slowly apply the brakes. You should also keep a safe distance from the cars ahead so that you have enough time to react if they stop suddenly.
Don't Make Sharp Turns
Sharp turns can also lead to passenger discomfort. So, before you get to a turn, slow down to steer smoothly. If you miss a turn, continue driving to the next turn instead of changing lanes quickly or attempting a sharp manoeuvre, as this can cause accidents.
Stay Within the Speed Limits
Following speed limits keeps passengers safe and prevents fines. Use navigation apps like Waze or Google Maps to stay aware of speed limits in unfamiliar areas. These apps show you how fast you’re going and alert you if you go over the speed limit.
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Respect Passengers’ Privacy
Some passengers like to talk to the driver, while others would prefer silence. Respecting the passengers’ personal space can help minimise the risk of complaints.
The best practice is to follow the passenger’s lead. If they want to talk, start with a greeting and stick to light, non-controversial topics like the weather or events. Don’t talk about politics or religion, and avoid asking personal questions as well.
Don’t bother the passenger if they are on the phone or working in the back seat. This makes you look unprofessional.
Handle Luggage Carefully
PCO drivers often have to deal with luggage. If something gets damaged because of careless handling, that could lead to a negative review.
Always ask if they need help before you help passengers with their bags. Do not touch bags without their permission.
Some passengers might want to check the condition of your boot while you’re loading the luggage. So, don’t put any personal things in it and keep it clean. You should also ask the passenger if there are any fragile items in the luggage. If so, put heavy things on the bottom and fragile items on top to avoid possible damage.
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Final Thoughts
The better the quality of your service, the better the feedback you will get. So, always try to offer a safe and comfortable passenger experience. This will not only lower the number of complaints, but it will also help you get more tips and better reviews. Small gestures can have a big impact in the PCO industry. So, stay professional, maintain your ratings, and there will be very little to worry about.
Frequently Asked Questions
Why are clean cars important for PCO drivers?
A car that is cluttered, dirty, or has a foul smell can negatively affect the passenger experience, resulting in complaints or low ratings. Keeping your car clean helps you avoid that.
How to handle passenger luggage?
Always ask the passenger’s permission before touching their luggage and ask if it has any fragile items. Put the bags with heavy items below and light items on top of them to minimise the risk of damage.
What to do if you can’t pick up a passenger on time?
Text them to explain the cause of delay and tell them how long the delay will be to avoid cancellation or complaints.
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