The End of Lyft Recruiting and Start of Mentor 2.0
So technically recruiting hasn’t gone away but there are some drastic changes to it.
I got an email last night about some major changes to the Recruiting program. The biggest one is that mentors are no longer paid $20 for every recruit that completes the mentoring step. I personally think this is a huge loss as many recruits I get are in the dreaded “Application in procress” stage and it may take a lot of work to get them to the “Ready to Mentor” stage.
To see how the “old” recruiting program worked, you can refer to the Inside Recruiting Posts I did last year.
So this was the email I received last night:
Since we started testing recruiting last summer, drivers like you have given thousands of applicants a great first experience with Lyft. You’ve also shared a lot of feedback about how the experience can be improved for both parties.
Starting June 3rd, we’ll be piloting a new program in Boston that unites recruiting and Mentoring — and includes your most-requested feature. We’re making it easier for driver applicants to get themselves to a Welcome Ride, freeing you of manually scheduling every session.
Pre-scheduled Welcome Rides, at your convenience. You can confirm the applicant’s preferred time and location through the app, or suggest alternatives. Whatever you agree on, we’ll automatically run the applicant’s DMV check an hour before the scheduled Welcome Ride. This reduces accidental requests and cancelations to make best use of your time.
Bonus structure. You’ll continue to earn $35 per Welcome Ride. With no more recruiting component, you’ll no longer receive a separate $20 bonus for recruiting or failed DMV checks.
Higher criteria for Mentors. Be proud, Simon: We’ve raised the bar for Mentors, reserving the program for our most active and experienced drivers.
New Portal Coming Next Week
Your new Mentor education begins today. As soon as you’ve completed the lesson below, you’ll be eligible to start scheduling Mentoring 2.0 Welcome Rides once the new portal is live in the first week of June.
Go to the link below to take the Mentor Training:
So as part of the training, the show you how the new recruiting works, which they have named Mentor 2.0
Here is a summary of the changes:
- Can now schedule your mentor rides
- Starting Welcome rides directly from the online dashboard instead of via the app
The welcome ride itself hasn’t changed much aside from initiating it directly from the web portal instead of trying to coordinate via the app.
To schedule a Welcome Ride, head to the Driver Portal (lyft.com/login) and look for the “Recruit” tab. Use this page to access and manage your pipeline of mentees.
Connecting with an applicant
Start by adding an applicant to your queue. Tap the “Add Mentee” button and a new profile will be added to your “Not Yet Scheduled” queue.
Not Yet Scheduled queue
When a mentee is added to your queue, you’ll see their name, phone number, application status, and whether or not they’ve elected a time for their session yet.
The mentees in your queue will either be tagged “Application in Progress” or “Ready for Mentoring.”
Application in Progress
If the mentee has not yet completed their application, the progress will be shown as “Application in Progress.” Give these potential drivers a call ASAP to help them finalize their applications and schedule their Welcome Rides. These potential drivers will likely have some questions about Lyft or may be hesitant about driving. Take that opportunity to discuss your own experiences on the road and help them get comfortable.
Ready for Mentoring
Mentees who’ve completed their applications and elected a time and place for their Welcome Ride will be shown as “Ready for Mentoring.” If they’ve chosen a time and location that works for you, click the “Accept” button to add that lead to your “Scheduled” queue. Otherwise, click the “Skip” button to release that appointment to another Mentor.
If the applicant’s proposed time or location doesn’t quite work for you, but it’s close, reach out to reschedule. Agree on a new time and place, then select the “Reschedule” button to send them a confirmation email.
Remember: Welcome Rides need to take place inside your city’s coverage area. For applicants who choose locations outside of the area, suggest a new spot for them. Popular areas are best — that’s where they’ll be driving most often.
The applicant’s profile will automatically join the “Scheduled” group once you accept their Welcome Ride time and location. They’ll also receive an email and a text message with your contact information. Contact them ASAP to confirm the appointment, and keep their status up-to-date using the “What happened” section.
If you can’t make a Welcome Ride after scheduling it (for whatever reason), it’s important to release the applicant so another Mentor can help them. Remember, applicants can only complete a Welcome Ride with the Mentor they’re assigned to, and the sooner it’s done, the better.
Tracking Each Mentee’s Status
Each mentee will have one of these drop-down options selected under “What Happened?” These statuses are for your own note-taking and do not affect the mentee’s application. Selecting “Not interested” or “Wrong number” will remove the applicant from your pipeline.
Canceling an Appointment
If you should need to remove a mentee from your pipeline after accepting their appointment, you can do so by choosing the “Cancel / Remove” option from the drop-down menu. This will release the applicant back in to the pool for another Mentor to pick up. Before selecting this option, make sure to shoot the applicant a text to let them know that another Mentor will be taking over.
You’ll need to understand the current process, and the minimum requirements to become a driver as you’ll be speaking with applicants who are at any stage of the application process. If any of the following information is missing from your mentee’s application, they’ll appear as “Application in Progress,” and you’ll need to help guide them through to completion.Next, let’s talk about the current application process. Here’s a breakdown of the driver application found at lyft.com. Let’s take a closer look to familiarize ourselves with each component and see what’s required.
Step 1: Phone Number Verification
Applicants will need to verify their phone number before they’re able to begin their application. A code will be sent by text message to their cell phone. They’ll need to enter this code into the application to proceed.
Step 2: Vehicle Information
At this stage, the application will prompt the applicant to input the make, model, and year of their vehicle. They ‘ll also need to verify that their vehicle has four doors before moving on.
If an applicant indicates they have a 2-door car, or one that’s older than 12 years, they’ll be notified that they don’t qualify.
Some applicants may enter false vehicle information in order to advance to the next step. It’s important for you to confirm the correct information on the phone before meeting-up for the Welcome Ride.
Step 3: Driver Information
The next page in the application contains multiple prompts—let’s take a look at each section individually.
At this stage, the applicant will need to input their social security number. Some folks are wary of sharing this information, but reassure them that this will be kept private, and it’s necessary to run their background checks.
The applicant will also need to input their driver’s license card number and the issuing state. If the applicant holds a commercial license, they should indicate this. Note:This option will not block an applicant. In some specific regions, a commercial license is required. The applicant will also verify that they’ve held their license for at least one year. An applicant must have minimum of a one year driving history in the United States.
The applicant’s age will also be requested. If an applicant selects an age under 21 years old, the application will tell them that they do not qualify. Again, some applicants may enter false information just to advance to the next step of the application process. It’s good practice to confirm their age when chatting with your mentee.
Next, the applicant will need to provide their mailing address. In order to complete the application, the issuing state of the applicant’s driver’s license must match the state in their shipping address.
Terms and Conditions
The applicant must agree to the terms and conditions before moving forward.
Step 4: Mentor Session
This is the stage where the applicant will indicate the time and location for their Welcome Ride. This can be anywhere that’s convenient for them, like their home, work, or a public place, like a shopping plaza or gas station.
Application Status: Mentor Session Pending
The application is complete! After the applicant has chosen a time and location for their session, they’re ready for mentoring. The “Accept” and “Skip” buttons will now appear in the portal for you to add them to your “Scheduled” list.
After a completed Welcome Ride, we approve the applicant’s photos and run their criminal background check, the final steps before they’re ready to hit the road.Before we get you out to your first Welcome Ride, let’s cover some basic photography skills.
The next few steps include videos from their recruiting program:
Taking photos is a critical step during the Welcome Ride, and an important aspect of getting drivers on the road. We’re very particular about how photos need to appear in order to be approved, so pay close attention to the specifics, and make sure you turn off any photo filters you have enabled. When you meet your mentee at the arranged time and place, you’ll be able to start the Welcome Ride by clicking the ‘start’ button in the web based driver portal. Make sure the two of you are together before you both flip on driver mode, so the app will know you’ve arrived, and can pair the two of you together. If your mentee hasn’t downloaded the Lyft app on their device yet, help them get it set-up before starting the Welcome Ride.The following video outlines the initial portions of the Welcome Ride, including how to verify important information like insurance and driver’s license, what photos to take, and how to perform the car inspection. Your first step during the Welcome Ride is to photograph and verify the information on your mentee’s documents.
There are three main pieces of information that must be captured in the photo you take of your mentee’s insurance policy:
- Your mentee’s name – this needs to appear in official print
- The car make & model – we want to make sure the correct vehicle is covered
- Policy expiration date – so we know it’s valid, and can record the renewal date
In the next portion of the of Welcome Ride you’ll be guided through a series of three checklists that will be used to evaluate your mentee’s vehicle, driving ability, and suitability for the Lyft community. These checklists consist of a series of yes-or-no items and are designed in such a way that a passable vehicle and driver should have a ‘yes’ response for all items. If you answer ‘no’ to any of the checklist items, you’ll need to provide a detailed comment that explains exactly what the problem is so that we know what to address with the mentee after the session is over.You’ll complete a checklist for each of these steps:
- Vehicle Inspection
- Practice Ride
- Driver Evaluation
Let’s walk through each of the three checklists and discuss how to properly complete each one.
Before you and your mentee hit the road for a Welcome Ride, you’ll need to conduct a 20-point inspection of your mentee’s vehicle—inside and out.
Lyft passengers expect a high level of quality when it comes to the cars on our platform. The inspection you perform will ensure that every new driver’s car is safe and up to community standards.
It’s important to properly input the required information for each section of the checklist. Read through the prompts to gain a better idea of how to assess the applicant’s car during the Welcome Ride.Is there a license plate?If your state requires the presence of both front and back plates, ensure that both are present.
If the car is new and still rocking temporary plates from the dealer, simply input the license plate number as “NEW.” This will notify us to follow-up with the applicant to update the number when their plates arrive.
License plate is current (not expired)
Double check the registration tags on the plate to verify that they’re valid and current.
Driver’s license photo matches driver and DL number matches “###”
Make sure that the info on their license matches what they submitted in their application. If anything does not match, tap “No” and we’ll reach out later to correct it.
The number your mentee entered when they submitted their original application will appear in the prompt.
Vehicle has at least 4 doorsYour mentee’s car must have four individual doors (two on each side), each with their own external handle. Cars or trucks with ‘jump doors’—back doors that can only be opened by first opening a front door—will not be approved to drive on the platform. Learn More>>Body is damage-free
Most cars will likely have some damage, like small dents or minor scratches—this type of damage is acceptable. Instead, keep an eye out for major forms of damage. If you think the damage would make a passenger feel unsafe in the car, or if the damage is visible in multiple areas, call that out on the checklist by answering “No” to this question. Learn More>>
Remember: This question is asking if the car is free of body damage, so if there isn’t any major or overtly noticeable damage, you’ll be answering “Yes” to this question to indicate that this car is free of any major body damage.
When assessing damage, a good rule of thumb is: if it’s smaller than a Frisbee and not directly on the passenger side, it’s probably okay to pass.
Excessive rust, areas of missing or oxidized paint, and widespread hail damage are all considered major body damage.
Tailpipe and muffler are securely attached to the vehicle
The exhaust system needs to be within state standards, without modification and excessive wear. Look it over before the Welcome Ride, and listen for rattling noises once you’re on the road.Tires in good condition with sufficient treadTo determine if the tires have enough tread, you will need to perform the “penny test.” Take a penny and insert it with Lincoln’s head pointing downward. If the tread of the tire passes the hairline then the tires are road-ready. If not, the tires will need to be changed.
All windows and mirrors are present and without any cracksAs you circle the car, check out the windows, mirrors, and windshield. Minor damage is okay—a rock chip or a small scratch is passable, but cracks are not. While you’re at it, make certain that all windows roll up and down easily, as well.All doors open, close, and lock properly
Check that all the car’s doors have full functionality — they must be able to swing all the way open, close properly, and lock. If any of the four doors does not properly function in any way, the car will require repair.
Windshield wipers in good working condition
Have your mentee turn on the wipers and spray some wiper fluid. You should be looking for full visibility through the windshield. If the wipers only partially slick away water, they’ll need to be replaced. Do not skip this step, even if there is no expectation of rain in the coming months. We need to be certain that this driver is as prepared for summer as they are for winter.
All headlights, tail lights, turn signals and brake lights work
If any of these lamps are burnt out and not functioning, they’ll need to be replaced. Be mindful that all three brake lights must illuminate when the brake pedal is pressed.
Test the horn — this step should be quick!
Vehicle exterior & interior are clean
When searching for grime, put yourself in a passenger’s shoes: Would you feel comfortable in the vehicle? If the car needs a little love (say, a quick vacuuming or picking up loose papers) give the car a pass and tell your mentee to clean out the car before hitting the road. However, if the car is noticeably dirty and has stains on the floors or upholstery, then the car will need a good detailing before we move this mentee forward.
Car smells good (e.g., not like smoke)
We’re primarily concerned with smoke or extremely foul odors that aren’t easily removed. Just as you did when evaluating the car’s exterior, ask yourself: Would a passenger feel comfortable riding in this car? If you’re unsure, include details about the car’s interior in the notes for this section, and we’ll follow-up with your mentee.
All seats have functioning safety belts
Safety first! All seat belts must be functioning properly. Make sure you check not only the passenger seat, but also the driver seat, backseats, and the middle seat.
How many seatbelts (including driver seat)?
The number of available seat belts in your mentee’s car will determine if they qualify for Lyft Plus. Remember to count the middle seat when you’re adding them up.
Passenger seat adjustment controls are working
Some Lyft passenger may wish to adjust their seat to give themselves more leg room. Test the car’s seat adjustments to make sure everything works properly.
As with the vehicle inspection, it’s important to input the required information for each section of the checklist. You’ll be able to record this information while you’re in the car with your mentee taking a short practice ride around the block.Did they start the ride?Your mentee likely won’t know how to start the ride on their own, so you’ll need to instruct them. This is the first time your mentee has given a Lyft ride, and ‘Driver Mode’ will be unfamiliar to them.
Foot brakes and emergency brake in good working order?
As you start the ride, ensure that the brakes are in good working order. Listen up for screeching, squeaks, or any other indication that the brakes may need to be serviced.
Running engine is quiet and free of rattling
As you begin your test drive, listen in when your mentee starts the engine and starts to drive. If you hear any rattling or strange noises that give an indication something is wrong, let us know. Otherwise, if the engine sounds normal, go on and give your mentee the pass.
Power steering is smooth and quiet
Smooth rides are good rides—jerky rides are uncomfortable. Does your mentee steer with ease? If the steering wheel looks heavy to turn or the turns are not smooth, something may be wrong with the power steering.
Air conditioning and heat are functional
Test the heat and AC to ensure the vents can emit both hot and cold air. It may be a pleasant day when you go on your Welcome Ride, but passengers will request heat on a snowy December Lyft ride or AC on a hot August afternoon. If a driver doesn’t have these features functioning in the car, their rating may suffer as a result.
Comfortable using GPS navigation
Does your mentee have a basic understanding of their GPS system? If they seem a bit shaky with GPS, determine whether they need some practice or if they’re having difficulty multitasking. If it’s matter of practice, tell them which app you use and encourage them to play around with it before giving their first Lyft ride.
As a Mentor, you have the power to answer your mentees’ questions, and paint a picture of what driving with Lyft is like. Cover these topics with every mentee:
- When to drive
- Peak hours
- Large events
- Inclement weather
- Where to drive, using hot zones to predict Prime Time
- How to be a 5-star driver
- Direct deposit and getting paid
- Referring new drivers and passengers
- Local city-specific regulations, including airports
- The 14-hour driving cap
- Using the Help Center and Critical Response Line
If you don’t feel that you can speak to any of these areas with a sufficient degree of knowledge, read over the FAQs to refresh your understanding.Below is a printable version of the Welcome Ride Checklist. You may find it convenient to print it out and keep it handy during your sessions.
The Driver Checklist is the final step of the Welcome Ride, and arguably, the most important. When you’re ready to begin this portion of the Welcome Ride, you and your mentee should part ways. This checklist is your time to reflect on your mentee’s personality, not reiterate information you’ve already noted on the Vehicle and Ride checklists.
Do your best to reflect openly and honestly, and don’t be afraid to be blunt—we’ll never share your comments with your mentee. The more specific and plentiful your comments are, the better decisions we’ll be able to make about a potential driver moving forward.
Study each prompt in the checklist so you’ll know how to best respond during a Welcome Ride.Was driver presentable (including dress, hygiene, communication)?Presentability is important, but use reasonable judgement when assessing this factor and try to avoid nitpicking. A mismatched sock or small shirt stain would likely go unnoticed, but showing up in pajamas might not.
Was driver friendly and easy to talk to?
Lyft Drivers are friendly and engaging, but not necessarily chatty. Your goal is to determine if they’re approachable and inviting. If your mentee is a bit quiet, that’s okay! Keep in mind that your mentee may be a bit nervous at the time. Mentees should be failed if they’re rude or do something with the intent of being disrespectful.
Would any passenger feel comfortable riding with this driver?
When you go on the test drive, put yourself in the shoes of the general passenger community. Does this driver make you feel safe? Are you comfortable being in the car with this person? Would you be comfortable with another member of your family riding alone with this mentee?
Did driver obey all traffic laws?
While you were out on the test drive, did your mentee adhere to all traffic laws? Be mindful of less glaring errors, like rolling through a stop sign or failing to use a turn signal. Safety is our top priority and all traffic laws must be obeyed.
Should this driver be part of the Lyft community?
We trust that you know what our community is all about. If you don’t think your mentee can fit in with the Lyft vibe, then this would be where you would flag them for community fit.
Your GUESS for their lifetime rating:
Estimating your mentee’s lifetime rating is the final prompt of the Welcome Ride. Take your time when reflecting on how you think they’ll fare on the road and have confidence in the rating you assign. Remember: an estimated rating of 4.6 or lower will cause your mentee to fail their session, so make sure you’re reserving lower ratings for drivers who aren’t a good fit.
Leaving CommentsComments you’ve left during your Welcome Ride will never be shared with your mentees, so try to be as honest and straightforward as possible. Leaving specific comments will help us determine who’ll make a great driver and who isn’t a good fit, and for what reasons.Sometimes, it can be hard to decide what qualities are passable and those which aren’t—just do your best, and give as much feedback as you can. Keep in mind that our passenger community will ultimately decide if they should stay on board once out on the road.
Remember: If you have to talk yourself into passing someone, chances are they’re not a good fit, so err on the side of caution, and don’t recommend them. Don’t worry, not everyone is cut out to be a Lyft driver. Learn more.
Great work! You’re well on your way to becoming the master Mentor. But first, we’ll have to see just how well you’ve studied.
The next page will present a quiz with questions pertaining to information you learned in this lesson. If you get stuck, feel free to head back to the appropriate section and look up that answer, or head over to the Driver Support Center to read up on a given topic.
The next section will be a short quiz and after that you should be approved to perform Mentor 2.0! Has anyone gone through the new training yet?Have more questions about Uber or Lyft? Head on over to our Rideshare Driver Training Course! Driver Promotions