Look at the change and taxi from the car driver's point of view

After the focus of this period of attention, "car" issues have been the major media from the theoretical level of countless times. This time, Lei Feng network Zhi Jun decided to come to a field interview in Beijing, personally experience a car, see what will be harvested. We chose two of the current market mainstream car app, after sitting again, we got some answers from the bus driver, the following is the text record.

In a few seconds after using a well-known special car app, the driver, Yang, then dialed my phone. After confirming the location with me, he replied in a gentle and slightly respectful tone: "OK, I'll be right around the corner, and please wait a few minutes for Mr. X." This is a lot of people are familiar with the call process, the only difference is that in the habit of not being treated gently, suddenly get a sense of service, or how much it is not accustomed to.

A few minutes ago, the first time I installed two models of the market mainstream car app, completed registration information, both immediately gave the first registration coupons (the amount of 15-30 yuan). Immediately, I bound to pay the required credit card, this time the concession is larger, one of the direct return of 60 yuan to my account, while the other sent a 100 yuan voucher. Although the cost of the car is higher than the ordinary taxi (generally expensive 15%-20%), but the conversion to the same proportion, such a discount is indeed very high.

5 minutes later, the limousine arrives. I chose a "budget" car-a black Honda Accord. At present, the car software on the market, there are many different grades of vehicles to choose from, the higher the cost higher. This kind of subdivision meets the needs of different groups of people, and is regarded as one of the characteristics of "service" by the market.

After getting on the bus, master Yang apologized to me for the first time, because I was so busy today that I didn't have time to spray the fragrance agent into the car. I just consciously smelled it and didn't notice any peculiar smell. But he told me that perfume, mobile phone chargers, bottled water, mobile phone charger Head and USB These are required in the car to meet the needs of the passengers, the necessary products are included in their "Work assessment" content, if the company found that there is a lack of, there will be a corresponding punishment. This aroused my curiosity about the content of their work, I continued to cross-examine, his answer is two words-service.

"Service" awareness has been repeatedly emphasized since the interview, Mr. Yang said. Car rental companies interview screening they will focus on the two o'clock-"age", "body", age can not be too big, the body needs health, can not let passengers appear to have "insecurity", this impression is actually a kind of indirect "service", can let the guest rest assured. Therefore, in the screening link, there are many people can not pass. In addition, they need to be trained for a week or so before they work, and the training focus is "service", from building a sense of service to a specific service, which they all need to know. For example, a guest appointment needs to be reached in advance must wait at the guest designated position, stand beside the car waiting for the guests and the door for their car, to help guests place luggage, driving the process of keeping quiet (unless the guests to the initiative to talk or ask), to the greatest extent possible to meet customer requirements, etc., are in the training content. In short, they need to become a real "provider".

However, the only emphasis on the lack of restrictive measures can easily make the rules of a mere formality, after all, the traditional rental companies have service requirements for drivers, but the actual situation is far from satisfactory. In the face of my curiosity, Master Yang said that the service is good, scoring can be known, in the completion of a single, users can pay the settlement when the rating, and their service level will be reflected in the user ratings. The score is directly linked to their assessment, if the guests are not satisfied with the low score, they will be punished by the company, the light deduction of money, the heavy will be stopped. He has a friend, for some reason to be less than a guest hit a star (full five-star), was warned by the company, and another friend was complained, directly by the company stopped for a week. Therefore, they will be particularly attentive to their services so as not to be affected by the low points or complaints of the guests. On the contrary, if the guests are praised or even "collection", will be the next time guests call before the system priority recommended, the higher the score, ranking the higher the rate of receipt.

Then, in the chat process, he also told me some other circumstances: he is 27 years old, as a car driver before, engaged in the driving work, a year ago heard that there are special vehicles, a few weeks ago to apply for the job, working time is about a week. He has some friends who work in other car companies, which is similar to his.

The entire driving process is more stable, chatting for more than half an hour, I arrived at the destination, mileage of about 14 kilometers, the cost of about 70 yuan. With vouchers and cash back, I didn't spend my first car experience on my own. Subsequently, I follow the process in the app to give Yang master a favorable comment. Then, I opened another car app, this time I chose a more upscale "comfort" car-a Volkswagen Passat, driver Han is also a young master.

Han master words are not much, basically I asked him to answer a sentence. Unlike Master Yang, the opening of a special car is only a part-time job, he only spends one day a week to open special trains. He knew nothing about the car until his friend recommended him the job. Of course, in the emphasis on the "service" part, he and Yang Master said a lot, the difference is only reflected in some details. If the recruitment conditions, their company more important is the driving age, the condition (because the driver can use their own car, such words must ensure good condition), and in training, they need to test, through the only can induction. In other respects, Master Han said that most of them are almost the same, only scoring mechanism is common to all the car companies, therefore, the service is generally good.

"Change myself, will also choose the car, because familiar." It's a lot better than a taxi service. "In the course of the conversation, has been restrained and peaceful Han master only in this sentence slightly showed a little emotional emotion, but said he seemed to realize that he was a bit of a rude, immediately embarrassed to smile at me, seems to worry about something." Then we resumed a question-and-answer pattern until I reached my destination.

"Wisdom to drive the King's view"

Over the years, the monopolistic mechanism of the taxi operating mode so that the most should have "service" color of the industry gradually lost its taste, taxi drivers are not satisfied, the same is not satisfied with the taxi, low quality service for a long time, the taxi people are also "service demand" increasingly numb. The advent of a special car, like a sudden detour to the crux of the traditional problem, will be the market forces in the rental industry to stimulate, but also the car rental trade "service" nature again.

In Zhi Jun's view, the car to get the blowout-type praise more like a traditional taxi industry dissatisfaction with the vent, rather than the car itself how good, after all, as the price of more expensive differences in rental services, cars than taxi service is more natural, and ordinary taxis should still be the first choice to meet the needs of the public. Therefore, the current focus should not be how good the car service, but the ordinary taxi industry should reflect on how bad they are, the monopoly is on the one hand, their own do not think enterprising is on the other hand, the car has a rating evaluation of this balance mechanism, taxis should also have. Facing more and more fire car, the ordinary taxi industry can be forced to innovate, regain market rules, upgrade services, will become the future taxi industry the most exciting thing.