Black Carpet Rideshare Driver Training Manual

Welcome, Driver! This comprehensive guide will equip you with the knowledge and best practices to ensure safe, efficient, and successful rides for all.

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Driver Dos and Don'ts

Before a Ride

DO

Check vehicle condition: Ensure your car is clean, well-maintained, and has enough fuel.
Confirm destination: Double-check the pick-up and drop-off locations sent via whatsapp.
Be on time: Arrive a few minutes before the scheduled pick-up.
Have a charged phone: Ensure your device is fully charged for navigation and communication.
Verify passenger count: Make sure your vehicle can safely accommodate all passengers.

DON'T

Accept unknown rides: Never pick up a passenger not booked through the app.
Drive under influence: Absolutely no driving while impaired by alcohol or drugs.
Ignore vehicle issues: Do not drive with any known mechanical problems.
Forget essential items: Always have your driver's license and vehicle registration accessible.
Rush: Avoid speeding or reckless driving to get to a pick-up.

Upon Arrival to the Customer's Location

DO

Verify passenger identity: Confirm the customer's name and destination with them before starting the trip.
Greet professionally: Offer a friendly and polite greeting.
Offer assistance: Help with luggage if the customer needs it.
Ensure safe boarding: Wait for passengers to be seated safely before moving.
Confirm route: Briefly confirm the intended route with the passenger.

DON'T

Start trip prematurely: Do not start the trip in the app before the passenger is in the car.
Honk excessively: Avoid unnecessary or loud honking.
Block traffic: Park in a safe and legal spot.
Demand personal information: Do not ask for details unrelated to the ride.
Rush customer: Give them a moment to get settled.

During a Ride

DO

Drive safely and smoothly: Adhere to all traffic laws and maintain a comfortable speed.
Maintain professionalism: Keep conversations appropriate and respectful.
Follow GPS or customer's preferred route: Ask for their preference if there are options.
Ensure a comfortable environment: Adjust AC/heating as needed (if requested).
Stay focused: Avoid distractions like excessive phone use or loud music.

DON'T

Engage in personal conversations: Avoid discussing your personal life or controversial topics.
Eat or drink while driving: Maintain a professional and clean environment.
Use offensive language: Maintain decorum at all times.
Detour without consent: Only deviate from the route if the passenger requests it.
Solicit tips directly: Provide excellent service and tips will follow naturally.

As the Ride is About to End

DO

Confirm drop-off location: Ensure you're dropping the passenger at their exact desired spot.
Assist with exit: Help with luggage if applicable.
Thank the customer: A polite "Thank you for riding with us" goes a long way.
Remind about belongings: Politely ask if they have all their items.
Complete trip in app: End the ride promptly upon drop-off.

DON'T

Rush the customer out: Give them time to gather their belongings.
Block traffic during drop-off: Find a safe spot to pull over.
Forget to end the trip: This can lead to overcharging or payment issues.
Leave without confirming: Make sure the customer is safely out of the vehicle.

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Driver Safety Practices (20 Key Points)

Your safety and the safety of your passengers are paramount. Adhere to these practices at all times.

Vehicle & Maintenance Safety

Regular Vehicle Checks: Conduct daily pre-trip inspections of tires, lights, brakes, and fluid levels.
Scheduled Maintenance: Adhere strictly to the manufacturer's recommended service schedule.
Emergency Kit: Always carry a well-stocked emergency kit including a first-aid kit, flashlight, jumper cables, and spare tire.
Cleanliness: Maintain a clean interior and exterior to prevent distractions and ensure passenger comfort.
Proper Documentation: Always have your valid driver's license, and insurance documents accessible.

On-Road Safety

Defensive Driving: Anticipate potential hazards and react proactively to avoid accidents.
Adhere to Speed Limits: Never exceed the posted speed limits; adjust speed for weather and road conditions.
Maintain Safe Following Distance: Allow ample space between your vehicle and the one in front.
Avoid Distractions: Do not use your phone for texting or unnecessary calls while driving.
Seatbelt Usage: Always wear your seatbelt and encourage passengers to do the same.

Personal & Passenger Safety

Route Planning: Familiarize yourself with the route, especially for less common destinations, to avoid getting lost.
Trust Your Instincts: If a situation feels unsafe, politely decline the ride or end it at the nearest safe location.
Communicate Safety Features: Inform passengers about emergency exits or safety features if necessary.
Awareness of Surroundings: Be vigilant, especially during night shifts or in unfamiliar areas.
Personal Boundaries: Maintain professional boundaries with passengers at all times.

Emergency & Incident Handling

Reporting Incidents: Immediately report any accidents, breakdowns, or serious incidents to dispatch/support.
Stay Calm in Emergencies: In case of an emergency, remain calm and follow established protocols.
First Aid Knowledge: Basic first aid knowledge can be crucial in unforeseen circumstances.
Contacting Authorities: Know when and how to contact emergency services (police, ambulance) if needed.
Emergency Contact Information: Have readily available emergency contact numbers for yourself and the company.

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Driver Problem-Solving Scenarios

Being a good driver involves more than just navigation; it requires excellent customer service and quick thinking. Here are 7 scenarios and effective solutions.

Scenario 1: Customer Left an Item in Your Car

Problem: After dropping off a passenger, you discover they've left their phone/wallet/bag in your back seat.

Solution:
1. Do not ignore it. As soon as it's safe to do so, pull over.
2. Contact the customer: Use the app's "Contact Support" feature (if still available) to call support immediately.
3. Arrange return: Follow company policy for lost and found items. This usually involves arranging a convenient time and place for the customer to pick it up, or returning it to a designated lost and found location.
4. Document: Take a photo of the item and note the time and details of discovery.

Scenario 2: Customer is Being Disruptive/Rude

Problem: A passenger becomes verbally abusive, extremely loud, or is engaging in inappropriate behavior.

Solution:
1. Stay Calm and Professional: Do not escalate the situation.
2. Politely Request Compliance: State clearly and calmly what behavior is unacceptable (e.g., "Please lower your voice," "No smoking in the car").
3. Offer to End Ride Safely: If behavior continues, inform them you will end the ride at the nearest safe and legal location.
4. Prioritize Safety: If you feel threatened, pull over immediately in a well-lit public area and contact emergency services if necessary, then report to support.
5. Report Incident: After the ride, immediately report the passenger's behavior to rideshare support with full details.

Scenario 3: Unexpected Detour/Route Change Request

Problem: The customer asks you to deviate significantly from the GPS route or make multiple stops not initially requested in the app.

Solution:
1. Clarify Request: Ask the customer to confirm the new destination or additional stops.
2. Educate on App Usage: Politely inform them that additional stops or changes in destination should ideally be added through the app's interface to ensure accurate fare calculation and tracking.
3. Adjust if Minor: For minor, reasonable detours (e.g., pulling into a specific driveway), you can often accommodate without app changes.
4. Request App Update for Major Changes: For significant changes, politely ask them to update the destination/add stops in the app. Explain it ensures fair pricing for them and proper payment for you.
5. Communicate Potential Fare Impact: Inform them that significant changes may affect the final fare.

Scenario 4: Vehicle Breakdown During a Ride

Problem: Your car breaks down unexpectedly while a customer is onboard.

Solution:
1. Ensure Safety First: Safely pull over to the side of the road, away from traffic. Turn on hazard lights.
2. Communicate with Customer: Apologize for the inconvenience and explain the situation calmly.
3. Contact Support Immediately: Call rideshare support and inform them of the breakdown and your location. They will guide you on the next steps, which usually involve arranging an alternative ride for the customer.
4. Cancel Ride in App: Once the customer has been assisted, cancel the ride in the app (if applicable) and report the reason.
5. Arrange Towing/Repair: Focus on getting your vehicle safely repaired after the customer is taken care of.

Scenario 5: Customer Wants to Pay Off-App

Problem: A customer offers to pay you cash directly to avoid the app fees for their current or future rides.

Solution:
1. Politely Decline: State clearly but respectfully that all payments must be processed through the official rideshare platform for security and insurance reasons.
2. Explain Policy: Briefly explain that company policy requires all rides and payments to be recorded in the app.
3. Focus on Service: Reassure them that the best service is provided when following proper procedures.
4. Report if Persistent: If the customer is very persistent or aggressive about it, politely end the discussion and, if necessary, report the attempted violation to support after the ride.

Scenario 6: Unaccompanied Minor Attempts to Ride

Problem: A child or teenager appears to be underage (under 18) and is attempting to ride alone.

Solution:
1. Verify Age (Tactfully): You can politely ask for ID if you suspect they are underage, or simply state company policy.
2. State Policy Clearly: Inform them that company policy requires passengers to be 18 years or older to ride alone.
3. Decline the Ride: Politely explain that you cannot complete the ride if they are underage and unaccompanied.
4. Contact Responsible Party (if possible): If there's an adult nearby or contact information provided, you can try to reach them.
5. Cancel Ride: Cancel the ride in the app, selecting the appropriate reason (e.g., "unaccompanied minor"). Report to support if needed.

Scenario 7: Customer is Excessively Late for Pick-up

Problem: You arrive at the pick-up location, but the customer is significantly delayed, causing you to wait for a long time.

Solution:
1. Wait for Grace Period: Observe the standard waiting time (e.g., 5-7 minutes) as per company policy, before taking action.
2. Attempt Contact: After a minute or two of waiting, try calling or messaging the customer through the app.
3. Communicate Politeness: If you manage to contact them, politely ask for their estimated arrival time.
4. Proceed with Cancellation: If the grace period expires and you cannot reach them or they do not show up, follow the app's procedure to cancel the ride, ensuring you select the reason "passenger no-show" to receive any applicable cancellation fee.
5. Move On: Once the ride is cancelled, move on to your next request promptly.

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Payment Options & Processing

Understanding payment methods is crucial for smooth transactions and happy customers.

Cash Payments

Driver's Discretion for Upfront Payment: For safety reasons, drivers are allowed to request and accept cash payment upfront if they wish. This is a personal safety measure.

What to do if a Customer Doesn't Have Enough Cash:

Sometimes, customers might miscalculate or simply not have enough cash. Here are 3 situations and how to resolve them effectively:

Situation 1: Customer is Slightly Short on Cash at the End of a Ride

Problem: The fare is $50, but the customer only has $45 cash.

Solution:
1. Politely Inform: "It seems there's a small difference. The fare is $50."
2. Offer Alternative Payment (if applicable): "Do you have Paywise or Endcash, or perhaps a card you can use through the app?" (This might not be possible for cash-only rides, but if your platform supports mixed payments, it's an option).
3. Suggest a Compromise (as a last resort): If it's a small amount and the customer genuinely seems apologetic and unable to pay, you might choose to waive the small difference, or suggest they try to find an ATM quickly if feasible. However, make sure to report this incident to support for their records, particularly if it becomes a recurring issue with a specific customer.
4. Report to Support: If unable to collect the full fare, report the incident to support immediately after the ride.

Situation 2: Customer Has No Cash and Claims to Only Have Card/Online Payment

Problem: The ride was booked as cash, but the customer claims they have no cash and only card/online payment options.

Solution:
1. Explain Booking Method: "This ride was booked as a cash trip through the app."
2. Guide to App Payment (if possible): "If you wish to pay by card or online, the ride needs to be booked through the app using those payment methods. Can you check if your app allows you to change the payment method now, or if you can book a new ride with your preferred method?"
3. Suggest ATM: "Is there an ATM nearby we can stop at quickly?"
4. Contact Support for Guidance: If the customer is unable to pay and no solution is found, contact support while the customer is still in the vehicle for immediate guidance on how to proceed. Do not leave the situation unresolved.

Situation 3: Customer Refuses to Pay and Becomes Hostile

Problem: The customer reaches the destination and refuses to pay, becoming aggressive or hostile.

Solution:
1. Prioritize Safety: Do not escalate the confrontation. Your safety is paramount.
2. Do Not Block Exit: Allow the customer to exit the vehicle.
3. Record Details: Immediately note down the time, location, customer's name (if known), and any identifying features.
4. Contact Emergency Services (if threatened): If you feel physically threatened or property is damaged, call the police immediately.
5. Report to Support: As soon as it's safe, report the full incident to rideshare support, providing all details. They will handle the fare collection and potential banning of the customer.

Online & Card-Based Payments (Paywise & Endcash)

Our platform facilitates seamless online and card-based payments through integrations with Paywise and Endcash. This means you generally do not handle the card processing directly.

How it Works for Drivers:

When a customer selects Paywise or Endcash as their payment method in the app, their card details are securely entered and stored within their personal account on the rideshare platform.
At the end of the ride, once you mark the trip as complete in your driver app, the system automatically processes the payment through Paywise or Endcash via the customer's linked card/account.
The fare is then transferred to your driver account, usually within a specified timeframe (e.g., daily, weekly payouts), less any applicable commission.
You do NOT need a Paywise or Endcash terminal in your vehicle. The entire transaction is handled digitally by the platform.
Your role is simply to complete the ride and confirm it in the app. Any issues with these payment methods (e.g., card declined) will be handled by the rideshare platform's support team, and they will advise you if any action is needed on your part.

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Ride Cancellation Policy

Understanding how cancellations work helps manage expectations and your time effectively.

How a Ride is Cancelled on the Driver's End

If you need to cancel a ride, follow these steps in your driver app:

Locate the active ride request or ongoing trip in your app.
Tap on the "Cancel" or "Options" button (exact wording may vary by app version).
Select the most accurate reason for the cancellation from the provided list (e.g., Passenger No-Show, Driver Issue, Unable to Locate Passenger, Safety Concern, etc.).
Confirm the cancellation.

Importance of Reason: Selecting the correct reason is crucial as it can determine whether a cancellation fee is applied (to the passenger or driver) and helps the platform track issues.

Cancellation Time Limits Upon Acceptance

Spontaneous/Immediate Rides: For immediate ride requests, you typically have a very short window (e.g., 1-2 minutes) to cancel without penalty if you accept by mistake or cannot fulfill it. After this, or once you've started driving towards the pick-up, frequent cancellations can negatively impact your driver rating or acceptance rate. If the passenger is a no-show after the grace period, you can cancel and often receive a cancellation fee.
Scheduled Rides: For scheduled rides, you generally have a longer grace period to cancel after acceptance without penalty, often until a certain time before the scheduled pick-up (e.g., 30 minutes, 1 hour). If you need to cancel closer to the pick-up time, it should be for a legitimate reason to avoid a penalty, and you should notify support if possible.

Minimize Driver Cancellations: Frequent driver cancellations, especially without valid reasons, can lead to warnings, temporary account suspension, or even deactivation. Always try to fulfill accepted rides.

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General Rideshare Rules & Code of Conduct

These rules ensure a safe, respectful, and professional environment for everyone on the platform.

No Soliciting Customers: Do not attempt to solicit customers for rides outside of the app. All rides must be booked and processed through the official platform.
No Smoking or Drinking: Absolutely no smoking (cigarettes, e-cigarettes, vape pens) or consuming alcoholic beverages while attending to a customer or while on duty.
No Loud Music: Maintain a comfortable and respectful volume for music or radio. Always ask passengers if they have a preference.
Maintain Vehicle Cleanliness: Keep your vehicle's interior and exterior clean and free of odors.
Respect Privacy: Do not share personal information about your passengers with others. Respect their conversations and personal space.
No Discrimination: Provide service to all customers without discrimination based on race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age, or any other protected characteristic.
Follow Traffic Laws: Always obey all local traffic laws, speed limits, and road signs.
Passenger Limit: Never exceed the legal passenger capacity of your vehicle.
No Weapons: Do not carry weapons in your vehicle while operating as a rideshare driver, unless legally mandated and reported to the company as per their policy.
Professional Demeanor: Maintain a professional, polite, and helpful attitude at all times.
Address Customer Concerns: If a customer expresses a concern or complaint, listen patiently and try to resolve it respectfully within reason. If unable, advise them to contact support.
No Personal Favors: Do not ask customers for personal favors or engage in non-ride related transactions.
Handle Emergencies Safely: In case of an emergency (e.g., medical emergency, accident), prioritize the safety of all occupants and contact appropriate emergency services immediately, then inform rideshare support.
No Distractions: Avoid using your personal phone for non-navigation purposes, eating, or engaging in other distracting activities while driving.
Report Suspicious Activity: Report any suspicious or illegal activities witnessed during a ride to the authorities and then to rideshare support.

Thank you for being a valued member of our driving team! Drive safe!