Do you (pretend to) care?

I read this post this evening and it got me thinking about how caring and not caring relates to pedicab drivers. (Hmmm... for some reason, most of what I read makes me think of some aspect of pedicabs.)

Does caring make a difference in the number of rides, size of tips, or just plain enjoyment of the streets if you care, or at least pretend to care?

And what exactly do you care about? The people on the street? The safety of your passengers? The experience of riding? Or your take at the end of the shift?

And, as Seth Godin suggests in this post, does pretending to care lead to actually caring? Does it make a difference?

Pretending that you care
Seth Godin 4/27/08

I spent part of the day in New York yesterday.

First stop, an expensive sporting goods store that prides itself on service. I bought some skates, paid and then asked the security guy (the one with all the shelves behind his desk, where people check stuff they bring in) if I could leave my stuff there for ten minutes while I ran an errand.

"No, I'm really really sorry," he said, "but we can't take responsibility and I'll get in big trouble if I do. I know it's a hassle for you..."

I left and did my errand. A little later, on my way back to the car, I had one last street to cross. Suddenly, a motorcade of 20 police cars, sirens roaring, whizzed by, blocking the crosswalk and making me miss the light (if anyone knows why NY City cops are suddenly doing this a lot, please let me know. Where are they going? Why? If it's an emergency, why don't they go faster?).

As I waited for the cops to go by, I watched a meter guy walk up to my car and slowly start to write me a parking ticket. I was being penalized for being a good citizen and waiting for the endless motorcade!

I ran up and begged.

He turned to me and said, "I'm so sorry. I know what a hassle it is, but once I press this yellow button here, I have to finish. But I bet if you go to court and complain, they'll waive it." Then he reached into his pocket and handed me a lollipop. "Thanks for coming to New York, and I'm sorry."

Except this story isn't true.

The guy at the sporting goods store just grunted at me. Explained it wasn't his job and just dared me to return the skates I had just bought. And the meter guy didn't even bother to acknowledge me or make eye contact.

No, you can't always hire exceptional people for these jobs. No, you can't always invest enough time to train them sufficiently. But yes, you can make, "pretending you care," a barely acceptable alternative.

It doesn't take much to take the edge off an encounter.

[Boy does this sound cynical. How inauthentic! How manipulative! Isn't it better to just hire people who actually care? Of course it is. But as far as I can tell, that's a lot harder than it looks--because so many organizations are organized around policies, not caring, and because so many employees have been trained not to care.

So, the essence of the lesson here is this: if people start out pretending to care, next
thing you know, they actually do care. They like the positive feedback and they like the way being kind makes them feel. It spreads. It sticks.]

For operators, how much do you care? How hard is it to find drivers who actually care? How can you tell? Do you bother to screen for drivers who care, and if so, how do you do it?

The Snow White Effect

When I train drivers to operate pedicab I stress to them the importance of having fun. I explain to them that if they set the bar at having fun when they drive that they will not only have fun but they will make money too. Of course, there are those drivers that climb upon their pedicabs with the sole intent of making money, to hell with the simplistic notions of having fun. If it works for them, so be it. I don’t begrudge those drivers

Well that last sentence isn’t all that true. I do have one caveat. I do begrudge those drivers when they work an event or venue and start bitching and bemoaning the fact that they can’t get any rides, and they aren’t making any money. And then at the end of the night when they are called upon to pay their rental fee the bitching starts all over. I’m sure you have heard it before, especially those drivers that have been around longer than me.

From where I sit in the “cheap seats” these drivers chase away potential fares. I started thinking about the various venues where the drivers interested in making money are always first to start complaining about how they aren’t making any money. And all it takes is one…it spreads like a virus, infecting other drivers and the way they think. The smiles tend to vanish, and what you are left with are drivers with chips on their shoulders and they all want a “break” on their rental fee.

So like I was saying, I started thinking about these drivers and these situation and I came up with my own theory. (Yeah, I know…I know…you have a theory too.) I call it the Snow White effect.

Everyone should be familiar with Snow White and the Seven Dwarfs. Well, in my theory, there are some drivers that take on the characteristics of several of the dwarfs. The first and the most obvious is:

"Grumpy:" Never smiles, scares away potential fares, the last person anyone wants a ride from is the driver that doesn’t look like they are having fun. First to bitch and bemoan. The last person you call when you need a second pedicab.

"Bashful:" Too quiet for their own good. Relies on the kindness of passer-bys rather than soliciting potential fares. Needs encouragement. Usually available when a second cab is needed. Easily swayed to the “Grumpy” side.

"Sleepy:" You guessed it! They are the ones that spend more time on the backseat than the front seat. When roused they can get the job done. Capable of transforming into “Grumpy.”

"Dopey:" Just can’t seem to get it together. One and done. Can talk the talk, but can’t pedal the pedal.

"Happy:" They smile, they are the one’s having a good time and that people remember and look for after the game, after the concert etc. Encourages “Bashful” and “Dopey.“ They are often disliked by “Grumpy.”

“Doc:” An older and wiser “Happy.”


Well, there you have it, The Snow White Effect. I’d classify myself as “Happy.”

Which dwarf are you?

A challenge for my fellow pedicabbers

I wanted to offer a challenge to my fellow pedicab drivers. You can think of it as the ultimate karma ride and you don't even have to turn a single pedal stroke. What is it? I want to challenge you all to donate a pint of blood, plasma or donate platelets.

I started out donating whole blood when I was in my late 20's to my local blood center, the Central California Blood Center. I was first motivate to donate because a family friend was diagnosed with leukemia at the age of 6. After donating over 6 gallons (yes, 6 gallons) of whole blood over the years (I have met others who have surpassed 6 gallons) I was told about Platelet Apheresis, the process of donating platelets.

Well, it has been several years since my first apheresis donation. And there is one question that I am asked most often, and that is how much do I get paid. Well folks, I don't get paid. I give of myself freely and in return I receive the occasional free t-shirt, or a coupon to Baskin Robbins Ice Cream. I even have a few plastic displays that proclaim just how much of this (blood) or that (platelets) I have donated over the years.

So, once again I challenge all my fellow pedicab drivers, to donate whole blood, plasma or platelets. When you donate you give the "gift of life." If you are willing to take up this challenge you should consider registering with the National Marrow Donor Program. Here is one more interesting fact for those that aren't aware, "only 5 percent of the eligible population of blood donors actually gives blood."

What I'd like to find out is, how many of those that donate regularly ride a pedicab?

Cross posted over at Macdonald's Animal Farm.

Pedicabbing at the Rogue Festival

Finally, a video of pedicabbing in Fresno. The Rogue Festival is an annual event that draws local artists and artists from various locations across the planet for the Tower District in Fresno California.

Better still, I can now be found on YouTube! If I die tomorrow, my life will be complete.

It's probably just me, but there is something inherently ironic in the song playing throughout the video. If you haven't picked up on it, the title is "Kicked in the head by a stripper."