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This is a genuine shout-out to Uber India’s management ❤️❤️ A few days back, I wrote a very critical and viral post about Uber’s pricing anomalies (with respect to a ride experience I had). I was frustrated. - Within 10 minutes of it going live, I got a ping on my WhatsApp - It was from Prabhjeet Ji - who heads Uber's entire India & South Asia business. A pretty big guy (in my words) I was prepared for a corporate pushback. A demand to delete the post. Or just plain anger. I got the EXACT opposite. .. Prabh sir started by complimenting my writing - “Keep writing and doing your magic.” Turned out, he had been a long-time subscriber of my WhatsApp community and a regular reader of my work. And, he calmly asked for ride details so his team could dive deep into the problem. But then, going an extra mile, about 40 mins later, he dropped a massive ping with 6 big pointers. .. What were those pointers about? A breakdown of how Uber's algorithm ACTUALLY determines fares. This wasn't the basic demand-supply stuff we all know. It was a deep dive into the complex clauses and tech nuances that create a final price. The transparency was astonishing. I can't share the details - he trusted me with sensitive, competitive info, and I will honour that. But he completely won me over. .. It didn't stop there. Later, Aditi from Uber’s corp comms team reached out. And, she too was incredibly kind and sweet. She shared that many in Uber's India leadership, including her, are active readers of my work. That felt great. Most importantly, she thanked me for my critical note. She said it helped them identify and investigate an "edge case" in their powerful tech system. Cuz in the end, edge cases are bound to happen. And she shared even more details into how pricing systems work behind the scenes. There was zero defensiveness. No request to remove anything. .. Impressed, when I told her I wanted to write this note of appreciation, her response was instant: "You don't have to." They fully respected my post calling out a problem. This is how a world-class organisation behaves. - Top leadership engages directly and respectfully - They treat criticism as valuable feedback, not an attack - They educate, rather than intimidate - They show genuine kindness .. I am pretty damn sure had this been a competitor, especially Ola, the response would not have had a fraction of this class. It speaks VOLUMES. I’ve always been an Uber loyalist - After this, my loyalty has gone up multiple notches. They didn't just solve a ticket. They strengthened a relationship. And, this is how you build a brand people will fight for. Prabh sir, Aditi - I am sold ❤️