One of the best things about being a chauffeur is getting to meet such a huge variety of people. However, in some cases, it can also be one of the toughest aspects of the job.
While for the most part, chauffeuring passengers is a pleasant experience, on those rare occasions where you find yourself faced with a difficult passenger (and close to boiling point) there are a few pieces of advice you should bear in mind.
Keep calm
Operating a vehicle isn’t an extraordinary challenge in itself, but like in strategy games such as chess or poker, it is important to pay attention and think about each action. In addition to that, the journey can be made all the more testing depending on who you’ve been tasked with picking up.
No matter how rowdy it gets in the back seat, you must stay level headed throughout the encounter. Losing your temper with clients who are being disrespectful will only cause more problems. Deescalating the situation is key.
Let’s say the passenger is breaking one of the rules of your car, eg. creating a mess while eating or putting their feet all over your seats, asking them to stop calmly and assertively is more likely to get them to comply then snapping an order at them. No matter how frustrating it can feel, be professional and polite at all times.
Try to establish a connection
The ability to interact with clients is everything in this profession, but these skills can often be put to the test. Sometimes you can spot a difficult client a mile off, especially in the way they are interacting with their fellow passengers.
If you can sense that someone is going to make life difficult for you it’s important to establish a personal connection with them as soon as possible. This can be through making eye contact, engaging in polite conversation and maintaining a friendly manner at all times. By doing this, you can set passengers at ease. After all, the more comfortable they feel, the less likely they are to cause you any problems.
Check your responses
If a passenger is getting on your nerves, or worse, deliberately trying to irritate you, showing anger in your responses might make the situation even worse. Where possible, keep your responses short and polite, proving to your passenger that winding you up will get them nowhere.
A great way to keep a cool head is to practise breathing exercises. Take your time to breathe in and out, and you’ll feel yourself letting go of pent up frustration. Breathing techniques are also useful for helping you to calm down once the difficult passenger has exited your car. If you’re off to pick up another client, breathing deeply first will stop you from taking any frustration out on them by mistake.
Don’t take things personally
It’s a sad fact that Chauffeurs can often get the brunt of someone else’s bad day, so try not to take it personally.
If you become the target of a passenger’s bad mood – they suddenly decide you’ve taken the wrong route through London City centre or the temperature of your car is offensively cold, for example – offering sympathy is usually a better tactic than more confrontational responses. Explain to them that you’re experienced in navigating the streets of London and that you’re more than happy to adjust the car’s temperature if it isn’t to their liking. You’ll have a happy passenger in no time.
Listen well
Nothing will benefit you more when it comes to dealing with angry or unsettled passengers than listening to what they have to say. You might feel irritated and offended, but if the passenger is venting their anger to you, you’re more likely to stay away from the receiving end.
When it comes to driving such a diverse range of customers, it’s impossible to know who you are going to get or what story they will have to tell. Helping them to stay calm can be key to creating a better atmosphere and ensuring your safety.
Don’t be put off
Unless you’re incredibly unlucky, the majority of people you drive will be well mannered and pleasant to you, so try not to let a handful of difficult passengers stop you from getting friendly with others. After all, being personable is one of the greatest gifts chauffeurs have to offer, so show your passengers exactly why you’re so good at your job.
Be knowledgeable, professional and remain in control at all times.
