Join Garrick Chow for an in-depth discussion in this video What to expect from your clients, part of Starting Your Career in the On-Demand Economy.
- In addition to dealing and working with your on-demand company, you'll of course also be dealing with clients, the people who are interested in the service, property, or task you'll be providing. And in pretty much all cases, you'll be dealing with them directly, either face-to-face, online, or both. So what can you expect from them? First of all, due to the online or smart phone-based nature of most on-demand services, you'll find that most clients will have a basic or better level of technical competence. So there's going to be a bit of a self-selecting pool of customers who generally should not be perplexed by the apps they use to request your services.
There's still a large number of people out there who are either put off or just literally ignorant of how on-demand and sharing companies work and will instead stick to traditional businesses for their needs, so you'll rarely come across them. This also means you'll rarely have to teach a client how the on-demand system works or help them troubleshoot technical problems. If they do have technical problems, in most cases you'll be able to direct them to the company's website or support team for help. That said, most of the on-demand companies' apps are easy to use, and it's not like customers will need a degree in computer science to use them.
But there are still people out there for whom this on-demand thing is new and scary, and you generally just won't see them. We're still at a point where you'll mostly find people who are interested and excited about the sharing economy. But customers will also expect to get the same kind or even better quality of service than they'd get from traditional businesses. For you, that means maintaining your professional appearance from top to bottom. If you're driving them around, it means keeping your vehicle clean and in good operating condition. It means knowing the best routes to take and driving safely. If you're renting a property, it means keeping your listing accurate, having things like toiletries and other amenities well stocked, and being available for calls if the guest has problems or questions.
Now this third one is probably arguable, but many on-demand providers report that clients tend to treat their property with a little more care and respect than they might normally do with traditional businesses. If they're renting a property from you, seeing and meeting you face-to-face tends to make people behave a little bit better. You'll probably find that they'll be more apt to hang up towels and generally clean up after themselves more than they might in a chain hotel. If they're riding in your car, they'll be less likely to leave trash behind. Now of course you don't have to search hard to find plenty of horror stories out there about people's cars or homes being damaged by nightmare clients, but you'll find those types of people in any service industry.
And in most cases, if you treat your clients with courtesy, professionalism, and personality, and it also doesn't hurt to make sure they understand that they're in fact using your personal possessions, you should find that they'll treat your things well and with respect. Also bear in mind that most on-demand services have a two-way review system in place where clients can rate their service provider and the provider can rate the client. It's in both parties' best interest to treat the other well. Otherwise, each one may find themselves locked out of using the on-demand service in the future or having their options severely limited.
Garrick Chow explains the basic structures of the on-demand economy and the skills and characteristics of successful on-demanders, so you can determine if on-demand work is the right fit for you. Then learn about the time commitment and expectations around pay, what the employer provides, and what one can expect from clients. Garrick then discusses tools to keep you organized, including how to best track income and expenses.
Finally, the course offers tips and tricks and a case study based on the author's firsthand experience as an Uber driver.
- Preparing to work on demand
- Managing expectations from on-demand clients
- Tracking expenses and mileage
- Optimizing your income
- Getting support online
- Case study: Becoming an Uber driver
Skill Level Beginner
Q: This course was updated on 05/26/2017. What changed?
A: A new video was added that explains how to optimize your LinkedIn profile for on-demand work.