You can say a lot to someone without uttering a word. As a chauffeur dealing with the public, it is often important to pick up on social cues and have emotional intelligence. A big part of this is observing your passengers and determining if they are cold, uncomfortable or unhappy. If they have their arms folded in front of them, they may not be having fun with you.
Sight
One of the most important parts of the body is the eyes. They are the window to the soul. Making good eye contact is an effective part of body language.
Sometimes a passenger is not happy, and it will show on their facial expression. If I feel it is safe, I say, “How can I turn that frown upside down?” Be careful, since this can blow up in your face.
Sound
I will introduce myself to my passengers by saying in a clear, confident voice, “Hello. My name is Robert Stovall. I’m pleased to be your chauffeur today.”
I am amazed how many passengers tell me, “Wow. I really like your professionalism, based on your two-sentence introduction.”
After the ride is over, I help the passengers out of the vehicle, then I bring their luggage to them (if appropriate). Finally, I say, “It was a pleasure to have driven you today. I hope to see you again.” Then I give them a professional looking business card I made myself with my name on it and say, “Please request me in the future.”
I have been told by Dispatch and Reservations that I am the most requested chauffeur in the company.
Touch
A good, firm handshake can say a lot about a person. In some cultures, bowing is preferred to hand shaking. We recommend that the passenger makes the first move if they want to shake hands. Then you can extend your hand to them.
Attitude
I believe your attitude can be easily conveyed through a simple smile, direct eye contact, and a firm handshake (but only if the culture allows it and if your passenger extends their hand first).
Passenger Body Language
It’s funny, but I can tell by a passenger’s body language if they intend to give me a tip. If they allow me to do my job and get out of the way while I am helping them exit the vehicle, then gently bring their bags to the curb – and if they have their hands in their pockets, it seems to me they intend to (and usually do) hand me a cash tip.
If, on the other hand, the passengers are trying to “escape” by trying to open the doors and flee before I have even parked my vehicle, I know there is no tip here. The other non-tipper body language is when they are battling with me over who can grab the luggage and flee the scene.
Ironic Twist
If a passenger asks me if the tip is included, I smile and say, “Yes, a gratuity is included in the price of the ride; thank you for asking me.” Ironically, half of the passengers who ask me this question still give me a cash or Venmo tip and they say, “Here is a little something extra for you.” I thank them for their generosity.
The moral of this Street Story is this:
Your physical appearance and how you carry yourself – your body language – says a lot about how others perceive you. If you look sharp in a black suit, white shirt, nice tie, you have already made a good first impression with them. Be your best!
Also, be aware of your passengers’ body language to pick up on social cues. They will appreciate your attention to their needs.
Robert Stovall is Training Manager, Mentor and Se-nior Executive Chauffeur for The Leros Transporta-tion Group, with offices located in Valhalla, NY, Par-sippany, NJ and Trevose, PA. Robert can be reached at rstovall@lerostg.com.
