Welcome

“Good Morning/Afternoon/Evening, Mr./Ms. [name], I am your Blacklane Chauffeur [name]. Please may I assist you with your luggage?”
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Route

“Mr./Ms. [name], the estimated time of arrival at the [designated drop-off location] is approximately [ETA], if you would like to add any additional stops, please let know.”
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If there is a delay of more than 5 minutes to the journey, please inform the guest. “Mr./Ms. [name] I can see that there [reason - i.e. is a delay due to traffic] and our new time of arrival is [ETA].”
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Temperature

Your vehicle should always be preset to 20-22 degrees Celsius (68-72 degrees Fahrenheit). If the guest is able to adjust the temperature on their own, please let them know. If they can't, you might say something like: “Mr./Ms. [name], the temperature is at 20 degrees. Please let me know if you would like me to adjust it for you.”
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Music

When the guest enters the vehicle, the radio should be turned off. Once settled, please ask the guest about their music preference. “Mr./Ms. [name], please let me know if you would like to listen to the radio or connect your device to Bluetooth?”
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Prioritize safety
Guests using hourly journeys may want to leave their personal belongings in the vehicle whilst making stops. Be sure to keep these items safe. To enhance the security of all belongings, please consider the following guidelines:

Ask about stop duration
Politely ask guests how long their stop might be. For example: "May I ask approximately how long you expect to be? This will help me park and be ready for your return."
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Parking adjustments
If a situation occurs where it is not possible to park directly outside the guest’s next stop, inform them that due to parking restrictions (e.g., police control, one-way streets), you might have to park a bit further away.
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Continuing the journey

When dropping the guest at their next stop, make sure to confirm where they would like to be met later, to continue the ride. There may be a different exit, or they may be leaving from a different area from where you dropped them off. You might say something like: “Would you like me to meet you here, or is there another area you would prefer to continue the journey from?”
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Arriving at each stop
As you approach the next stop, please inform the guest: “Mr./Ms. [name], we will be arriving in a few moments. Please allow me to open your door.”
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The farewell
Complete the journey with a fond farewell. “Mr./Ms. [name], thank you for choosing Blacklane! Is there anything else I can assist you with? Have a nice day!”

Remember, guests choose Blacklane for peace of mind.

Conversation should not be initiated unless checking guest preferences about music or vehicle temperature, or giving necessary updates about the ride.

If guests are in the mood to talk and ask for local information, this is a great opportunity to add value to their ride by giving recommendations.

Even when a guest initiates conversation, there are simple ways to detect if they would not like to continue talking.

A guest's body posture might indicate whether they are open to conversation or prefer to be left alone.

Perception is key. It is important to be perceived as courteous and professional, and top chauffeurs do not interrupt guests when they talk.

Whether the guest is on the phone or talking with another person inside the vehicle, it is important to not interrupt them.

This provides privacy and security, and reinforces the professionalism of the chauffeur.

Respecting this boundary enhances the service experience and increase the likelihood of guests coming back.