Here is a customer service tip for today. Most smartphones have the ability to store quick messages for quick easy text messages. Here are a couple that I use. If the ping is more than five minutes away and their pick up location is ambiguous, I send this:
Hi, James, your friend with a car here. Please let me know what building or business you are at to help me find you. I’ll be driving up in a white Saturn Ion. See you soon!
If toes aren’t curbside when I arrive, they get this:
Hi. This is your Driver James. I have arrived and I’m waiting right outside of the address provided.
If I have waited more than five minutes, this:
Hi there. James with Uber here. I am sorry I missed you. Please re-request your ride when you will be ready for pickup within the time noted.
For the most part, it has reduced the number of last minute cancels, and my find rate is nearly 100%. Some folks, though, use foreign phone numbers so this doesn’t work, but it sure helps.