Platforms thrive on positive externalities. Positive,
abiding behaviors of the participants help create ecosystems that scale and
expand their reach and capabilities. Interdependence is the dominant reason for
participants to flock on platforms. As long as the need is fulfilled, the
connections and ties are strengthened by the platform governance mechanisms and
the social protection mechanisms.
What happens when the participants resort to unethical
behaviors? Here is an instance that happened as narrated by a driver on an Uber
ride at Hyderabad, India. I happened to be his last rider for the day. It was a
rainy day, and soon after I started to leave for an evening appointment, was
held in the evening traffic. I just happened to comment to the driver that if
only the driver could take me faster to the destination by finding alternative
routes, I would keep the appointment time. The driver patiently replied that he
too wishes the same, and that it so happens that it is impossible to find an
alternate route around that time in Hyderabad. He also said the he wishes for
many other privileges for drivers like him. I said, I understand the drivers’
issues on busy streets such as the one we were stuck for the evening. I quickly
added that I was sorry to make a quick comment on traffic conditions and
drivers. He added that I would be surprised to know that I was just the most
polite rider he had for the day as he had to deal with a rude rider as the day
started.
“I am not just a driver, I own this car as well as I own a
store for provisions in this city, registering with Uber makes it convenient
for me to make a few extra rupees in my spare time. In short I am an Uberpreneur. Being ethical lands me in trouble
with riders some times” – this is the way the driver introduced himself
with the pride of entrepreneurship.
The proud driver was eager to get to the rude rider’s story.
He started narrating the day’s experience in quite a calm tone for the frustrating
traffic conditions for anyone who has been at Ameerpet, Hyderabad during the
evening hours.
The ride is from the airport to an address specified by the
rider in the morning hours. The driver notes
the details of the address which seemed to be a business address. The rider
notices midway that the address she specified has possibility of reaching two
different locations. She decides to get down in the middle, finding a
convenient stop. She complains that her address was misinterpreted by the
driver and does not pay – not even to
the point she intends to get down. The driver insists that he was taking her to
the location as per her instructions. The driver decides to take this on
himself, finds a nearest police station and takes the rider to the police. The police
sees the gravity of the situation, ask the rider to compromise and pay the
driver until the point she has utilized the service. The driver would have been
happy by solving the problem for the day. As far as driver was concerned, that
was the best option for him as he finds that complaining to Uber would have
resulted in delay as well as lose his ratings.
However, the saga of the driver and the rider does not end
here. The lady in hurry, forgot her handbag while arguing with the driver and landing
herself with the police. The ethical driver, goes back to the police station to
hand over the rider’s handbag to the police hoping the lady would visit that
police station as that is the only connection the driver and the rider formed
during their short encounter. He also re-visits the police station during the short
interval he gets to take a break from his driving assignments. To his pleasant
surprise, the lady too re-visits the police station to inquire about her
forgotten handbag and trace the whereabouts of the driver. The driver and the
rider exchange greetings and find themselves relieved. The day ends well for
both the rider and the driver with prime time wasted for the ethical driver and
a lesson of a life time on ethics for the rude lady rider.
Questions to ponder:
If the driver complained to the platform owner Uber, would
this problem be solved more efficiently?
How does the driver’s rating be affected when he has to
confront such challenges?
