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Otto Life Stories #5: Samuel
Samuel is a fine example of how PCO drivers often have hidden skills. He is fluent in three languages, previously worked in the ambulance service – and shares great ideas on how to handle difficult riders.
How long have you been a PCO driver?
I’ve had my licence for nearly twelve years but I never used it until three years ago.
Really. Why is that?
Not long after I got the PCO licence, I started to work in the ambulance transport service, taking patients to the hospital and then home again.
Do you need a PCO licence to do ambulance transport work?
No you don’t but I had to keep renewing this licence. And then I finally decided to use it.
Did you have medical training or was the job only to transfer the patients?
You have got to learn how to help people get from their house and into the hospital. This is called manual handling and there was first-aid training too.
Right. So you’re almost a paramedic then?
Not really. You’ve got to do a three-year course to be a paramedic. Maybe I’ll do it one day.
Do you think that every PCO driver should have some medical training?
We should all know the basics. Because sometimes you get people that are vomiting, especially at the weekends. Even a little knowledge makes a big difference.
Have you ever used your medical knowledge with a passenger?
Yes. One time I took a lady from Charing Cross to Lewisham who was feeling dizzy. When we got there, she fell down – so I invited her back into the car to relax. I talked to her nicely and gave some water until her husband came. I explained I was not in a rush.
Did they appreciate your help?
She wrote me a letter to say thanks but there was no need. When I am driving you home, it’s part of the job to make sure you arrive safely. And it’s not just because people pay me.
You have a great attitude for looking after people
I always make sure that passengers get into where they are going before I move away because sometimes people are not sure which is their house. Especially elderly people.
Why did you switch from ambulance transport work to becoming a PCO driver?
Taxi driving is much more flexible on the hours. I’ve got a daughter now and so the PCO driving means that I can do the school run and then work later in the night.
How long have you lived in London?
I moved here in 2005 but actually I grew up in Dusseldorf and I’m a German citizen.
Wow. That’s interesting because you really don’t have even a slight German accent.
I know. Maybe it’s because I’m a West African man. My parents are from Ghana but I grew up in Dusseldorf all my life. I speak fluent German and French – I’ve got that language too.
Fantastic. Have you had passengers who didn’t expect you to speak French or German?
Yesterday, I had two German guys. I didn’t say anything to them in German until they were getting out of the car. You don’t interfere in other people’s communication because this is none of your business. They were like: “Oh, my word. You speak German!”
What is the best piece of advice you can give new PCO drivers?
For me, drivers must work hard at communicating, whatever the situation. The first thing I normally do is ask the rider their name, even before they come into the car. The name is in my system but I’m always going to ask you first: “Are you Mr James – how are you today?”
Why do you ask this if you already know the name?
If you talk nicely with people, you solve problems. If riders tell you to drive too fast, you just explain that you only want to keep them safe. Or if they insist on pairing their phone.
Why would they want to pair their own phone?
People always want to connect to Bluetooth and play their music too loud in the back. I tell them that my vehicle can only pair two phones – and mostly they are not annoyed.
Is that actually true?
Yes but if you explain nicely and stay calm, you get out of the situation without aggression. If this fails, then I let them know there’s a camera in the car and I try to make them laugh.
How long have you been with Otto Car?
Two and a half years. At the moment, I just rent. Next year, definitely, I’m going to make up my mind on a car and move onto Rent 2 Buy.
And how have things worked out for you?
Everyone at Otto Car receives you in a professional way and the service is fantastic. It is all very competent. Since I joined, I’ve been really happy.
Want to learn more?
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