saratthi

TESTING AND TRAINING

Drivers’ are tested, trained and re-tested….

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DRIVING

They carry varied experience before they join Saratthi between 5 and 20 years. They qualify to receive our offer after a practical test of their services. The practical test is to assess their driving skills and their proficiency on transmissions. Every car has different operating systems and we ensure that the method to familiarize themselves to every car is transferred to the drivers’. Their road-sense, awareness and practice of traffic rules, their licenses are all checked before we hand them over to our customers. Only when they show proficiency in driving do we put forward an offer.

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FRONTLINE PROCESS

Drivers’ are taught best practices on duty. There is a practical test they have to score 80% on, to pass and qualify as a Saratthi. The Frontline process starts right from the time the drivers’ receive a booking to the moment of being ready for their next trip. Drivers’ have a process unique to Saratthi that they require to follow. This includes, arriving on the e-bike, folding the e-bike and placing it in the boot of the car, sanitizing their hands, wearing their gloves, placing the phone holder to follow the map, adjusting their position and familiarizing themselves to every car and so much more. They are taught to open the door of our customers, and take utmost care even with elderly and children.

SARATTHI

COMMUNICATIONS

Once they qualify as Saratthis’ they go through an intense workshop on verbal and non-verbal communication in regional language and English. They are aware that 55% of what one says is through body language. We convey to the driver that there are 3 Vs to communications, Voice, Vocal and Visual. These three are words, sounds and body language. The use of appropriate gestures and reading body language is taught to the drivers’ to avoid overall miscommunication. We also encourage them to smile, as it reflects their attitude and the organizations attitude towards their customers. It is said that smiling in the first 10 seconds of a meeting has higher chances of a positive relationship with the brand moving forward.

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PHONE ETIQUETTE

Saratthis’ are asked to answer the phone within 3 rings unless they
are driving. They are transferred the etiquette required during a phone call. When they require to receive or place a call, they park their e-bikes on the side of the road before they respond to a phone call. Drivers’ follow safety measures while on the road, so are not permitted to answer phone calls while on a trip, they can answer phone calls when the car is parked to the side.
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SERVICE MENTALITY

The seven elements of the service mentality are conveyed to the
drivers’ for them to implement during their work, these are: empathy, enthusiasm, responsibility, adaptability, ownership, balance and resiliency. We train the drivers’ that empathy is about putting oneself in the other persons’ shoes, to feel what the other could be feeling. At the end of the day, a customer will not care what the driver knows until the customer knows that the driver cares. An observable level of enthusiasm should be brought to the workplace to ensure a positive environment. Drivers’ are responsible for their customers ensuring that the customer meets their timelines. Drivers’ arrive and depart as per schedule stipulated by the customer. Drivers’ are flexible to the requirements of the customer and take ownership of their tasks making the customers problems their own problems for the trip. Keeping a healthy mindset of balance and ensuring that a quick bounce back from any adversity or setback is put in action.
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SARATTHI

CLEANLINESS AND HYGIENE

Unlike drivers’, Saratthis’ are responsible to maintain
utmost care to remain clean and hygienic. They sanitize their hands before they drive the car, wear a face mask especially during the times of COVID-19 maintaining rules and laws as a preventative measure during unprecedented times. The drivers’ wear gloves during the journey after sanitizing their hands since it is hygienic and require to use the customers’ steering wheel and transmissions. Drivers’ carry deodorant to ensure they smell good and mitigate any odors that can make a trip uncomfortable for a customer. Drivers’ are given a uniform and a kit to wear that the driver requires to maintain and is inspected on a daily basis.

SARATTHI

APP SAVVINESS

Other than being able to ride an e-bike to get to the customers location, the Saratthi is taught on how to fold and unfold the e-bike, they are trained to take 30 seconds in total for folding the e-bike and placing the e-bike in the boot of the car. They practice this before they are set on field to meet the customer. Drivers’
ensure that the entire pre-process takes no longer than 1 minute before they star the trip. They usually accept trips within 7 kilometers radius.

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SARATTHI

E-BIKE PROFICIENCY

Other than being able to ride an e-bike to get to the customers location, the Saratthi is taught on how to fold and unfold the e-bike, they are trained to take 30 seconds in total for folding the e-bike and placing the e-bike in the boot of the car. They practice this before they are set on field to meet the customer.

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