Mentor Training
19
Mentor Program Building the Driver Community one Fistbump at a Time
description
Building the Driver Community one Fistbump at a Time
Transcript of Mentor Training
Mentor ProgramBuilding the Driver Community one Fistbump at a Time
Congratulations, Mentor!
You’ve been selected because you:
Are a top driver
Go above + beyond
Exemplify ‘Friend with a Car’
Bring your unique personality to Lyft
Your Mission: Build the driver community
Greet new drivers
Focus on safety
• Be first passenger for new drivers during their Test Drives
• Conduct vehicle inspections
• Screen new drivers
Submit your feedback to us
Be a Lyft community advocate
• Share helpful tips for Lyfting
• Help address FAQs
Earn $35 per Test Drive
✓Passed phone screen with Account Executives
✓Cleared DMV background checks
✓Awaiting your final safety review!
New drivers you greet will have already:
Test Drive: in the app
You are already in driver mode (between rides)
New driver makes request for Mentor by flipping into driver mode
New driver’s name + photo pops up
15 seconds to accept
You become driver’s first passengerMentor:
1. see app switch to Mentor mode
2. notice it resembles a standard passenger screen
3. drive to convenient meeting point
4. this would ideally be a spot for 2 cars to park
5. request pick up from this meeting point
6. click on instructions link in the text message
7. wait for the new driver to arrive
New driver:
1. sees Mentor has agreed to a Test Drive
2. drives to pick you up at your requested location
Click link for mobile checklist
Greet new driver with a fistbump
Remove your ‘stache (so mustache bandits can’t take it!) and leave it in your car
Have the driver park the car for a vehicle inspection
Follow the directions over next three screens
Vehicle inspection
Verify the plates, driver’s license number and car
Inspect car’s exterior
Fill out 19-point DMV checklist
Jump in the car for the interior checks
Test Drive checksChoose a destination 5-10 min away
Start the Test Drive!
Observe if candidate is:
• following rules of the road: speed limits, signs and lights
• courteous to others on the road: drivers, bicyclists, pedestrians etc
• focusing on road while chatting
Can discuss the Lyft community during the ride
Return to your car and end the Lyft
Wrap up
Ask if new driver has any questions
Notify the driver that Lyft will reach out in 1-2 days
Notification will come via email and text
Fistbump goodbye!
Please complete the last section in private since it is about the driver
Final review
Jump back into your car
Complete the driver review
Estimate star rating: internal use only!
Comment on any ‘Fails’
Submit!
Back to Lyfting
Flip back to driver mode in the app
Ready for another new driver or passenger!
Note: you’ll see the normal passenger donation screen state $0. Even if you add money, it won’t pay the new driver or affect anyone’s stats.
Be a Lyft community advocate
Inspire new driver to go above + beyond
Share community stories + experiences
Provide guidance on FAQs
Share pointers for the ‘Perfect Lyft’
✓Rock your mustache on the grille, rain or shine
✓Welcome with a fist bump
✓Keep your phone mounted
✓Invite passengers to sit up front
✓Ask for a preferred route and if none, default to use navigation
✓Read your passenger - their Perfect Lyft may be a quiet one that day
✓Play awesome music
All drivers bring their unique personalities to the Lyft experience Can be as simple as bumpin’ your favorite tunes or as elaborate as making
the back seat a karaoke booth
Divulge the secret sauce: unique drivers!
Offer your favo
rite snacks Style your own props for
“Lyftstagrams” Glow in the dark!
Describe how to meet fellow drivers
Attending Driver Hangouts(e.g. musician showcases, BBQs)
Sharing in the Facebook Driver Lounge
Answering common questions
Remind new drivers questions can be answered by:
Driver FAQ: lyft.com/drive/FAQ
Rockin’ out at Mentor
Metrics of your success:
Your personal driver star rating
Your acceptance rate for Test Drives
- aspire to 100%
Your mentor pass rate
Quality of your new drivers
Get your Mentor on:
7am* to 7pm, 7 days a week
In between your regular ride requests(*Or whenever Lyft opens in your region if after 7am)
Contact us at [email protected]
