• Driver is familiar with the route as well as the pickup and drop off locations.
• Driver is familiar with the passenger’s name and any special passenger needs. 

• The driver appears as sharp and professional as his or her most professional looking passenger.
• Grooming: Drivers are neatly groomed.

Offer the passenger a warm and friendly greeting, which includes:

• Sincere and genuine smile.
• Warm, brief introduction
• Driver awaits the passenger in a professional stance outside the vehicle near the rear passenger door.
• Sincerely offer to carry everything the passenger is carrying except purses and small personal items.

• The vehicle is clean inside and out with exterior and interior cleanliness that appear in new or nearly new condition.
• The vehicle should be in excellent mechanical condition, including amenities such as charger outlets, climate control, windows, etc.
• Because it is frequently the first area of the vehicle to be seen by the passenger, the trunk is clean, neat and free of debris and free of driver’s personal belongings.
• The vehicle should smell pleasant and fresh.
• The front passenger seat is moved all the way forward, providing maximum legroom for passenger in rear seat.
• Everything within the vehicle (head rests, newspapers, magazines, etc.) is arranged in a straight and neat manner.  

(Driver outside vehicle)

• As you and the passenger approach the vehicle, verbally and separately state the number of bags that will be placed in the trunk and within the cabin of the vehicle.
• Open and close the door for the passenger.  
• While doing so…look for ways to prevent the passenger from experiencing any clumsiness or anxious moments while entering the vehicle.  Examples are:
  
  • Modestly offer your arm for the passenger’s balance.  
  • Offer to hold any items the passenger may be carrying.
• Except for luggage being placed in trunk, any passenger items being carried or held by the driver should remain in full view of passenger.
• The passenger should find the vehicle interior to be a comfortable temperature upon boarding.
   

(Driver inside vehicle)

• Make a concise, but friendly, statement of the trip destination and route.
• Engage vehicle only after the passenger is safely secured inside the vehicle.
• Ask the passenger if they need to stop anywhere along the way.
• Brief explanation of vehicle amenities (charging outlets, climate controls, radio controls, etc.)
• Make a brief statement that the climate control and radio are intended for the passenger’s enjoyment.

• The driver is seated reasonably erect without excessive “tilt back” of the driver seat.
• Two hands on the steering wheel.
• Anticipate and avoid abrupt movements of the vehicle.
• Avoid personal phone calls and minimize all forms of electronic communication.
• Avoid eating, drinking, chewing, smoking and cursing.
• Display no hint of anger, frustration or road rage.
• Do not initiate conversations if multiple passengers are conducting business. 
• Limit replies to passenger questions to concise, but friendly and helpful, responses.  
• Avoid sensitive discussions such as conversations involving politics, religion, race, etc.
• The driver has a driving style that is extremely smooth.  He or she drives in a manner that creates no distractions for the passenger and provides the passenger with an overwhelming feeling of safety and security.  

• As you approach the drop off site, tell the passenger that you will stay (or try to stay) on site until you see that they are safely inside the building, etc.
• Open and close the door for the passenger.  
• While doing so, look for ways to prevent the passenger from experiencing any clumsiness while exiting the vehicle.  
• Except for luggage being placed in trunk, any passenger items being carried or held by the driver should remain in full view of passenger
• Remove any bags from trunk.
• Verbally and separately state the number of bags that were removed from the trunk and within the cabin of the vehicle.
• Announce that you will check the rear vehicle seat one last time.
• Proceed to check all seats used by passenger.  This check is performed both visually and with a sweep of the hand across the vehicle seat(s).
• If appropriate, remain with the passenger until he or she is safely within the building or safely in the company of his or her destination party. 
• Thank the passenger for traveling with you.
• Before leaving the drop off site, see that the passenger is safe and secure.  See that they have entered the airport, hotel, office building, residence, etc.
• Any business cards given to the passenger are clean and crisp.

If you have any questions or concerns about this information, please contact us.