Mr. Prabhjot Singh, the president of Uber India and South Asia decided to be behind the steering wheel of an Uber cab for a day. He did this to understand the needs and issues faced by the customers on the ground level. This practice is usually not done by top operating companies in India. Therefore, Singh decided to be an Uber driver for a few customers in Delhi and Gurugram.
The day started with the handling the steering wheel of Maruti Suzuki Dzire and decided to perform in the same way like other Uber drivers usually do. But, many drivers call their customers before knowing about the drop-off location, Singh didn't call any of his customers and reached at the pick-up location directly. After reaching at the destinations, he introduced himself with his real identity.
The customers found this very funny after being introduced in the cab by the real identity of the driver. And, couple of customers shared their experiences on the LinkedIn.
One of the customers cross-checked the identity of the cab driver with Google and LinkedIn to match the identity of Singh. She also clicked the picture with him and said that it requires a lot of humility and patience to get to the roots of the problems faced by the company and expected experience from the targeted customers.
This entire experience of Singh of driving an Uber car himself shows the importance of knowing the preferences of the customers and their feedback. This is a very rare situation when the senior-level employee work on the ground level.