Some time ago, I had the pleasure of visiting Detroit (DTW) and had a bad experience with a cab. At the time, one company had a monopoly at the airport and when a cab back to the airport was late, I got a “sorry about that, not a lot we can do about it” response.
Three weeks ago, I flew through DTW again, on route to Ann Arbor; and on the return journey I had a near identical experience – a cab that was 50 minutes late for a 35 minute journey back to the airport. This time around, the rules had changed. When I called to complain, I simply asked “what are you going to do, to persuade me not to use Uber next time?”. The result, a free ride worth $70, and a direct line to the supervisor, when I want to book future trips.
I can’t help but wonder why good cab drivers that want to get away from fees and expenses imposed by badge/vehicle owners wouldn’t jump to Uber in a heart-beat. They can likely make more money, have to deal with less aggravation including greasing the palms of the dispatch guy or gal, and will likely deal with a more civil customer base that have been vetted by Uber. Seems like a win/win.
On Friday, I found myself in Bellevue, WA – unable to get a cab. My friend has Uber, booked a car that arrived in a couple of minutes, and I got to SeaTac with time to spare. Needless to say I am going to download Uber this week, finally!
My conclusion at the end of these events is simple. If cabs provided good, consistent service and value for money, there wouldn’t be a need for Uber. It’s that simple.
Please feel free to drop me a line if you’ve had any similar experiences that have shifted your perspectives of service providers in any industries? Drop me a line @ firstname.lastname@example.org
-David Sly, President