Uber tries to reassure prospects that it takes security severely, following NYTimes ebook excerpt

It’s laborious at occasions to not really feel sorry for Uber CEO Dara Khosrowshahi, given all that he inherited when he turned the ride-share big’s prime boss again in April 2017.

Amongst his many to-do objects: take public a money-losing firm whose private-market valuation had already soared previous what many thought it was value, clean-up the group’s win-at-all-costs picture, and win over workers who clearly remained loyal to Uber cofounder Travis Kalanick, an inimitable determine who Khosrowshahi was employed to exchange.

Issues are undoubtedly about to worsen, given the fast-upcoming publication of a tell-all ebook about Uber authored by New York Instances reporter Mike Isaac. In simply one excerpt revealed yesterday by the newspaper, Isaac outlines how Uber misled prospects into paying $1 extra per experience by telling them Uber would use the proceeds to fund an “industry-leading background test course of, common motorcar checks, driver security training, growth of security options within the app, and insurance coverage.”

The marketing campaign was massively profitable, based on Isaac, who reviews that it introduced in almost half a billion {dollars} for Uber. Alas, based on workers who labored on the challenge, the payment was devised primarily so as to add $1 of pure margin to every journey.

Om Malik, a former tech journalist turned enterprise capitalist, revealed a tongue-in-cheek tweet yesterday after studying the excerpt, writing, “Apology from @dkhos coming any minute — we’re totally different now.”

Malik was shut. As an alternative of an apology, Uber right this moment despatched a few of its riders an e mail titled, considerably ominously, “Your telephone quantity stays hidden within the app.” The pleasant reminder continues on to inform prospects that their “telephone quantity stays hidden once you name or textual content your driver by the app,” that “pickup and dropoff areas should not seen in a driver’s journey historical past,” and that “for added privateness, in the event you don’t need to share your precise tackle, request a experience to or from the closest cross streets as a substitute.”

The e-mail was clearly meant to reassure riders, a few of whom is perhaps absorbing destructive press about Uber and questioning if it cares about them in any respect. However not everybody follows Uber as carefully as {industry} watchers in Silicon Valley, and both method, what the e-mail principally accomplishes is to remind prospects that using in an Uber includes life-and-death danger.

Stressing that the corporate is “dedicated to security” is the debating equal of a so-called destructive pregnant, whereby a denial implies its affirmative reverse. It’s Uber taking pictures itself within the foot.


It could have been simpler for Uber to e mail riders that when it talks about security, it actually does imply enterprise — and never the type the place it swindles its personal prospects for pure financial achieve.

Both method, the affair underscores the tough terrain Uber is left to navigate proper now. Although campaigns like Uber’s so-called “secure rides payment” was orchestrated beneath the management of Kalanick — who did no matter it took to scale the corporate — it’s Khosrowshahi’s downside now.

So is the truth that the corporate’s shares have been sinking since its IPO in early Might; that Uber’s cost-cutting measures will probably be scrutinized at each flip (outsiders notably relished the corporate’s resolution to avoid wasting on workers’ work anniversaries by reducing out helium balloons in favor of stickers); and that Uber seems to be shedding the battle, metropolis by metropolis, towards labor activists who need to push up the minimal wage paid to drivers.

And people are simply three of many daunting challenges that Khosrowshahi has been tasked with determining  (suppose meals supply, self-driving applied sciences, overseas and home opponents). Little question Isaac’s ebook will spotlight loads of others.

How Uber handles the inevitable wave of unhealthy publicity that comes with it stays to be seen. We don’t count on Khosrowshahi to come back out swinging; that’s not his model. However we additionally hope the corporate doesn’t take to emailing riders straight, with none context. It’s nice if Uber is taking buyer security extra severely than it may need beneath Kalanick’s management, however reaching out to inform riders methods to stay secure from their Uber drivers isn’t the way in which to do it, particularly with out acknowledging in any method why it’s all of a sudden so wanting to have the dialog.


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