I downloaded the OLA cabs app some
months ago and was intrigued by the fact that one can now use the app to call
an auto-rickshaw too. For the sheer fun of it I tried it once and since my
experience was good, I tried it again after a few weeks. The second time too, I
encountered a very courteous man who announced his arrival by saying 'your OLA
cab is here madam'. I was amused he referred to his vehicle as a cab
instead of an auto. I was not surprised he spoke good English - one finds many
such auto-drivers in Bangalore. What get definitely got my attention was - how
well groomed and polite he was - just like my first auto driver from OLA.
I got talking...
Me: How long have you tried this
service?
Him: It’s been a few weeks.
Me: Did you pay anything for this
GPRS tracking equipment?
Him: No I got it for free
Me: Oh good, what else do you get for
signing up with them.
Him: They pay me 10 Rs for every
customer I fetch. I get 10 Rs from them and 10 Rs from the customer over and
above the meter fare. But many a times it’s a loss for me. I could be far away
from the pick up point or could be caught in traffic for 15-20 minutes after
confirming to pick up. Meanwhile, the customer might just hail another
auto-rickshaw and leave.
Me: (feeling bad for him and
wondering why he would take so much trouble for an extra 20 Rs especially when
charging over and above the meter fare is a norm in Bangalore and auto drivers
make a quick buck depending on how desperate the customer is almost always!)
Me: Then why do you continue with
this service? Do you have a commitment for a minimum number of weeks / months –
after you sign up?
Him: No ma’am. I can withdraw
anytime. I’ll keep at it till I can. There are two ways to earn money. One – I
can also park my auto by the roadside corner and fleece the next customer who
approaches me…talk rudely to them…refuse to go unless it is lucrative for me. I
will make money but I wont grow in my life. Even after 10 years I will be
driving auto in Bangalore. The other way is – I can learn the way gentlemen
behave. Ola people called us to their office. Spoke to us like ‘gentlemen’.
Explained to us that when we meet a customer we must greet them and talk to them
politely. Now days there are so many private taxi operators in Bangalore. If we
don’t talk to customer properly they will call a taxi and we will lose business. I also felt good.
If I learn something new, talk politely, tomorrow I will grow in life and if I
get a chance to drive a taxi I will know how to behave with customers.
Me: remembering the quote from
Shawshank Redemption:
(In life) I guess it comes down to a simple choice, really. Get
busy living or get busy dying.
A case of how brands can
become meaningful to people and can win loyal customers.
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