Tips for taxi drivers: how to build trust on every journey

The tips for taxi drivers that build the most trust come down to five: a clean car and a well-kept appearance, complete transparency about the price and the route, smooth driving that respects the rules, a manner that adapts to each passenger and honesty when something goes wrong. A customer who gets into a taxi puts their time, their money and their safety in the hands of a stranger; everything the driver does to put them at ease from the very first minute translates into good reviews and repeat customers.

We wrote them with taxi professionals in mind, but they are also useful for passengers: this is what you are entitled to expect when you get into a taxi in Madrid.

Passengers decide within seconds whether they feel comfortable. Before the taximeter starts running, they have already formed an opinion.

A clean, neutral vehicle

A vacuumed interior, clean windows, an empty boot and no strong smells, not even air freshener. Keep decoration to a minimum: what is personal to the driver may feel awkward to the customer. A tidy car shows that the details are looked after, and someone who looks after the details probably looks after the passenger too.

A well-kept personal appearance

There is no need for a suit, but clean clothes and a tidy appearance are a must. On airport and corporate services, the driver's appearance is part of the service the customer has booked.

A greeting and help with the luggage

Saying hello, confirming the destination out loud and offering to help with the suitcases are simple gestures that completely change the start of the journey. With elderly people, families with children or passengers with reduced mobility, that help is almost obligatory.

Nothing breeds more distrust than not knowing how much you will pay or which way you are going. It is also the cause of most complaints.

The price, clear from the start

• On metered journeys, start the meter when the ride begins, with the fare that applies to the time and day, and keep it in view.
• On journeys with a fixed fare or fixed price, such as airport runs, say so from the start. If the customer asks, explain what it includes: for example, that with our service the journey between Barajas and the area inside the M-30 costs €33 with luggage included. The other areas are listed in our airport fares.
• Hand over a receipt when asked, with the licence number, and accept the usual payment methods.

The route, agreed together

Passengers have the right to choose the route, something many people do not know (we explain it in did you know you can choose the route?). If they say nothing, it is worth asking: “Would you rather we take the M-30 or go through the centre?”. And if there is a traffic jam or a closure and the route changes, explain it. An explained detour is a sign of professionalism; an unexplained one looks like taking the long way round.

Passengers cannot see the speedometer, but they feel every sudden stop. The way you drive is probably what most affects their sense of safety.

• Smoothness. Pull away, brake and turn without jerking. A comfortable journey is one in which the passenger can read or look at their phone without feeling sick.
• Respect for the rules, even when the customer is in a hurry. If you are running late, say so honestly and look for the best route, not a risky shortcut.
• Phone away. No calls without hands-free and no messaging at the wheel.
• Remind passengers in the back to wear their seat belts, politely.
• Rest. A tired driver drives worse, and the passenger notices.

All of this is part of what it means to be a professional: passengers should not have to ask for good driving, they should be able to take it for granted.

Every passenger is different. Some want to chat, some need to make work calls and some just want to close their eyes after a long flight. The key is to observe and ask:

• Conversation is up to the customer. A friendly greeting and an open question; if they reply in monosyllables, respectful silence. It is best to avoid divisive subjects such as politics or football, unless the passenger brings them up.
• Music should be kept low, asking whether it bothers them. The radio blaring a talk show does not help anyone relax.
• Temperature is also something to ask about, especially in summer and winter.
• Discretion. What is said in the taxi stays in the taxi. Drivers overhear conversations and calls; not commenting on them is part of the trust.

These guidelines fit with what the customer is entitled to demand; if you want to see it from the other side, read up on taxi passengers' rights.

Trust is put to the test when the unexpected happens, and that is where a good taxi driver stands out:

• A wrong turn: admit it and, if it has made the ride more expensive, adjust the amount. Few things build loyalty as much as that gesture.
• An unexpected traffic jam: keep the passenger informed, suggest alternatives and do not promise what you cannot deliver.
• A forgotten item: check the back seat at the end of every journey and, if something turns up, hand it in through the proper channels or contact the customer if they can be traced. In the items most often left in taxis you will see that it happens more than you might think.
• A complaint: listen without arguing, apologise if appropriate and offer the receipt with the licence details so the customer can make a complaint if they wish.

On pre-booked transfers, trust begins before the customer sees the car. What they expect is punctuality, someone confirming the service and, if their flight is delayed, a driver who knows about it. That is why, for airport pickups, we work with the flight number: we check the terminal, confirm the meeting point and, if the flight changes, the customer can let us know by phone or WhatsApp. Arriving a few minutes before the agreed time, being reachable and sticking to the fixed price are, for this type of service, the best tips of all.

If you are interested in the job from the inside, in how to become a top-notch taxi driver you will find more ideas for improving every day.