If you were bold enough to challenge Kalanick, you had better back up your arguments with cold, hard data. Kalanick wouldn’t listen to anything else. For years, general managers begged Kalanick to let them build a tipping function into the app so that riders could toss a few extra dollars to drivers at the end of a ride. It was a simple gesture that would earn the company significant goodwill with their driver base; besides, Lyft offered it. Yet Kalanick remained staunchly against tipping. Kalanick felt Uber worked so well because of the frictionless payment experience. A passenger could exit
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