At Monochrome, thinking customer is more than a catchphrase — it’s a mindset, a responsibility, and a daily practice. Whether you're working directly with a rider, onboarding a new driver, or managing communications with our brand partners, our success depends on how well we understand, serve, and prioritise every individual who interacts with our platform.

Who is the Customer?

In our ecosystem, “customer” doesn’t just mean the person booking a ride. At Monochrome, riders, drivers, and brand partners are all our customers. Each of them depends on us in different ways — and each one deserves an exceptional experience.

🫶 Always Put Them First

Putting the customer first means striving to understand what they truly need. It means listening, observing, and responding with care and speed. Every message you send, every issue you solve, every improvement you suggest — should be rooted in the goal of making life easier and better for our customers.

Ask yourself:

• Is this response helpful and clear for the rider?

• Is this onboarding experience seamless for the driver?

• Is this update valuable and transparent for the brand partner?

💡 HEART Service – Daily

The HEART of our service means delivering with Humanity, Empathy, Accountability, Responsiveness, and Trust.

Whether you're replying to a frustrated user or scheduling a driver document review, how you show up matters. Give praise and positive feedback when customers do the right thing. Recognise their loyalty, concerns, and contribution.

Make HEART service a habit, not an exception.

👂Listen. Collaborate. Improve.

Thinking customer also means:

• Seeking feedback regularly.

• Asking our teams: “How can we serve drivers better?”

• Asking customers: “How was your ride today?”

• Asking brand partners: “Are we helping you grow?”

Then, using that feedback to collaborate across teams to deliver a smoother, more unified Monochrome experience.

No matter your role — product, support, marketing, or operations — you play a part in making the journey frictionless for the people who depend on us.

🚫 Challenge What Gets in the Way

Be brave enough to question actions or habits that don’t serve the customer well. If you spot a process that causes delays or confusion, speak up. If there’s something you can fix in 2 minutes, do it. And if a change needs more people or planning — lead the discussion.

At Monochrome, we don’t settle for “that’s just how it’s done.” We ask: “Does this help the customer?”

If the answer is no — we simplify, we adjust, we improve.

🎯 Final Reminder

Your decisions, words, and daily work all shape the customer experience. Whether you're helping a rider get to work, supporting a driver through verification, or guiding a brand partner on their campaign — you are the Monochrome they experience.

So every time you reply to a message, fix an issue, or improve a process — think like the customer.

Think Rider. Think Driver. Think Partner. Think Monochrome.

🖤 Let’s build loyalty by being loyal to our customers’ needs.

#MoveWithMonochrome