Use your best users to convert new users

What we did is leveraging this community and building essentially a soft onboarding supply engine where we would pay our best drivers $35 per mentor session, and a mentor session was essentially replacing this onboarding flow.

Those guys were outperforming our very best of trained salespeople, because it's not like, 'Hey, it's Ben from Lyft. Hop on the road, please.' It's like, 'Hey, my name is James and I'm a fellow driver as well. Lyft told me that you have a incomplete application. Do you have any questions?'

If you treat people really well, you train them really well, well, A, we have no customer acquisition costs because we partner with 1,600 universities... We have a ton of brand and trust with them built up, so they convert at really, really high rates.

We had this idea of having a pop-up. Instead of saying no drivers available, it would be like, 'Hey, sorry, all the drivers are taken. People are making 50 bucks an hour right now, do you want to hop on your car and drive?' And we had some conversions, but it felt a little distracting to the overall experience.