What is it about cabbies in Indian cities that they are universally disliked? In the metros, cab and auto drivers have brought isolation upon themselves by often refusing to ply short distances and overcharging. Improving customer experience may strike them as superfluous given that at peak hours the demand for their services is greater than the supply.
But in the long run, by continuing to behave the way they do, cabbies may be threatening their own existence. In Mumbai, public mistrust has made them political pawns in the hands of the Shiv Sena and MNS. Public ire has surfaced in the form of Meter Jam boycotts and consumer action. In Bangalore and Chennai, auto and cab drivers are losing business to private transport.
Nevertheless, an us-versus-them approach between public and cabbies is counter-productive. What they need is better training.
London’s cabbies have been voted No 1 in the world because they are the most informed and the friendliest. They get a licence only after passing a rigorous examination called ‘The Knowledge’.
New York cabbies made it to No 2 for being the most available. Rather than rubbing commuters the wrong way, the taxi unions should work on improving customer service even while working out guidelines for minimum earnings a day. The rest can be left to ‘service with a smile’.
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