As far as the regular Uber cars (a.k.a. uberX) the experience in London can be mostly described as no frills. The driver takes you from A to B and you’re done. A few drivers from a certain ethnic background try to cheat the system. The platform is designed in a way that the driver doesn’t know the destination until he starts the trip. To avoid accepting a short trip that won’t make them a lot of money, some drivers call you to ask about where you’re going or falsely start the trip on the system and either way if they don’t like it, they’ll cancel or worse ask you to cancel because they’re “stuck on the road”. According to Uber rules, if you cancel the request when the car is less than five minutes away from you, you’re charged £5.00. Of course, I complain through the app and within minutes they apologise in an email and refund me. Not that much of a pleasant experience, and that’s in London. Strange enough, the driver’s attitude in New York is much better.
I don’t claim to know how Uber will legally operate in Kuwait – that’s if they manage to make it happen. However, if they open the door to individuals as they do elsewhere I am concerned about the quality of the experience customers will have. The Kuwaiti market suffers a great deal from poor customer experiences caused by both sides: untrained and/or unfriendly staff and rude or unresponsive customers. I know I’m generalising but this is the mainstream scene. With immature consumer behaviour and a lack of professionalism from drivers who feel empowered to treat you anyway they like when they’re hiding behind the app’s platform the experience can be rigged or ruined in spite of regulations. That being said, Uber claims to be strict with drivers who receive poor ratings. Regardless of the business model Uber chooses, it would be better for the Kuwaiti market if Uber offers existing taxi companies to join their system conditional to following strict regulations that can be monitored. At least, we’ll have less horn-honking on the streets from taxis trying to get the attention of people walking by. This week’s tip: Expanding from one location to another is a sound move, if and only if, you can consistently maintain the standards of operation everywhere.
Post by Loaay Ahmed, a strategic business therapist since 1995. He currently lives and works in London, UK, while earning his master’s in Service Design Innovation, and managing knightscapital in Kuwait. For Loaay’s advice on business or work matters, send a short email to [email protected]. Regrettably, only the questions chosen for publishing will be answered.