Showing That You Care
Saturday evening, I was traveling home in an Uber after a long day. I was tired and ready for a good night’s rest. My best friend had given a podcast on meditation, mostly related to the mind-body connection. The two hosts had those dreamy, serene voices that you’d expect when talking about meditation. Although tired, I was in a peaceful state, and I might add, the weather was fantastic. The windows were rolled down and the warm air added to the sensation of Spring… it was great.
For some reason I looked up – maybe the mind-body connection was at work, maybe I was in such a peaceful state that I could sense something was wrong, or it could have just been serendipity. A car in the far-right lane swept in front of us as she tried to make a U-turn across four lanes of traffic. We had no chance.
We broadsided her car (a Volkswagen Jetta) at full speed. My driver had just a moment to angle our car, a full-sized Suburban so that we didn’t strike the driver side door head-on. Most of the impact was just behind the front wheel. Out of my peaceful state, everything went flying – my cell phone bag and headphones. Because I looked up, I was able to put my hands up and brace for impact. Needless to say, it was a serious accident, fortunately, no one was grievously hurt, just a lot of cuts, bruises, and soreness.
The Jetta was totaled, and as you would expect the Suburban was damaged but will likely see the road again. My Uber driver was amazingly professional, he checked on me to ensure that wasn’t seriously injured and then attended to the driver and passengers in the other car. I wasn’t long before a fleet of police cars and fire engines arrived; there was a bunch of fluid leaking out of one of the cars. After providing my information and report to the police, I was allowed to leave the scene. As I left, the police were giving a sobriety exam to the driver of the Jetta. I don’t know for certain, but I think she was either drunk or a least very affected.
I was a couple of blocks away from home, so I decided to walk the rest of the way. I figured after being shaken up, a walk would do me some good. I was reflecting on the fact that sometimes life has a way of interrupting – in spite of my mindful state, the world had grabbed my attention. In some stroke of irony, because I was so relaxed and connected, I was able to absorb the impact without significant injury. I’ll say that I had a moment of gratitude that my friend had recommended the podcast. By the time I got home, I began to think about how odd it was that the Uber driver had just “stopped” my trip and that if I hadn’t been so close to home I would have had to call for another Uber. I went to bed with a large glass of wine and some Advil.
When I arose the next morning, I expect to see an email from Uber, but nothing. I went to the app on my phone and the first thing was a prompt asking me to rate my driver. I thought, ‘Well, he did a great job, but what about the fact that we were in an accident?’ It took me a while, but I figured out how to report that I was in an accident. Again, how weird they were expecting me to provide details including a picture of the cars (this was a mandatory field in the application, what if I hadn’t taken a picture?) I was sent an email from support notifying me that they “corrected” my fare with a refund. I appreciate the refund, I suppose – but I wasn’t looking for a refund. Seemed to me that someone should know that I was in an accident. That was it, the fare “corrected” email – was the last correspondence I had from Uber.
At Nordstrom, we used to talk a lot about service recovery and how to take care of customers when something went awry. This was our moment to shine, to make it right, and to give our customers a story to tell about how Nordstrom cared and solved a big problem. You’ve heard the stories and they are true, someone did return a pair of tires to the Alaska store. Where was Uber in all of this, I thought. I am a good customer and yet they couldn’t figure out a way to check-in and show they cared? You’d think the Uber driver’s application would have some notification that would call for another car to get you home and set up a series of emails or messages to see if you’re ok and let you know they cared.
There is no doubt this would have to be done carefully as there are legal considerations, but any legitimate legal team and PR firm could figure this out. What a missed opportunity for Uber to give me a story to tell about what a great company they are, and how they took care of me in an unfortunate circumstance. But sadly, I think the lack of any interaction belies the corporate ethos.
The driver, however, was my hero. My earbud case and one of my earbuds flew out the window during the accident. He and I both looked before I left but I assumed they were gone, run over, or just lost. My driver kept looking and eventually found them and returned them to me. On top of that, he sent several text messages to make sure I was ok. If there is a rating higher than five stars, he deserves it.
Things go wrong, life happens, mistakes get made – you can’t always prevent them but you can always show your customers that you care.
Let’s go be great!