How to make conversations with passengers

Let’s dive into the top 9 ways you can get the conversation started with your passengers:

Tip #1: Make passengers feel comfortable

One of the most important things about being a good taxi driver is to make your passengers feel welcome and safe. But this doesn’t mean you must hug each passenger who climbs into your vehicle.

Create a welcoming atmosphere by making eye contact and greeting passengers warmly – a handshake makes sense in the correct setting. Respect clients’ personal space, offer to help with their luggage, and ask if they’re comfortable with heating/cooling settings in the vehicle.

Tip #2: Read the room

Pay attention to your passenger’s body language. It might be best to let them sit back and enjoy the peace and quiet if they seem closed off or disinterested. It’s important to remember that not everyone wants to talk, so you need to be respectful.

On the flip side, you may find that some passengers are genuine chatterboxes, answering your questions and firing some back at you. Pay attention to what your passengers are saying; if they mention a topic they’re interested in, use it as an opportunity to keep the conversation going.

Natural ice breakers include chatting about:

• The weather
• The news – including recent events like the Olympics, Wimbledon or Premier League
• Their trip – if collecting from/dropping off at the airport
• Their career – such as business executives/college students
• Where they’re from – applicable to tourists
• Attractions/landmarks – Madame Tussaud’s, St Giles Cathedral, Bristol Art Museum, Buckingham Palace, Birmingham Botanical Gardens, etc.

Tip #3: Ask open-ended questions

Instead of asking questions that can be answered with a simple “yes” or “no”, ask open-ended questions that require your passenger to share their thoughts and experiences. But remember, this isn’t an interview, so keep the conversation light-hearted.

Open-ended types of questions often start with “what”, “how” and “why”. Once the passenger has answered, you can continue the conversation with follow-up questions. This allows the conversation to flow, without coming across as intrusive or probing for information.

For example, instead of asking “Do you like living in Manchester?” ask:

• “What do you like most about living in Manchester?”
• “How long have you lived in Manchester?”
• “Do you have family in Manchester?”

See the difference?

Tip #4: Snag topics from the local news

Keeping up with the local news and events can provide plenty of topics to discuss with your passengers – within reason, of course. You may want to touch on the recent 2024 Paris Olympics or which movies are being filmed in the UK. However, it’s best to avoid topics on politics, religion, gender, or vulgar/offensive subjects.

Tip #5: Be interesting

There’s no doubt taxi drivers become familiar with streets, landmarks and tourist attractions when nipping around town. This provides the perfect chance to show off your knowledge about the area.

Driving past Buckingham Palace? Inform your passengers that when The Royal Standard is flown above the palace, the King is in residence.

The goal is to genuinely create an interesting conversation, not be boastful. Another option is to share personal stories or experiences related to the conversation, such as describing your first time visiting Edinburgh Castle, Old Trafford, or London Dungeons.

Many riders will appreciate your efforts to make conversation.

Tip #6: Be interested

Being interesting and being interested go hand in hand. You can’t babble on about yourself and forget about your passengers. Show genuine interest in what your passengers say about their hobbies, interests, and passions. For example, if they mention they are a fan of a particular football team, ask them about their favourite player or a recent game.

If you are not interested in the topic, at least try to be for a minute! Being a taxi driver means you’re meeting new people all the time, some of whom you’ll get along with instantly and others, not so much.

Tip #7: Be a great listener

Being a good listener involves:

• Making eye contact
• Nodding your head
• Showing empathy
• Respecting quiet time
• Avoiding interrupting your passenger
• Reciprocating the conversation with follow-up questions

Tip #8: Find common ground

As you can see, making small talk with passengers involves listening carefully to what they say and keeping the conversation going with open-ended questions. You need to pay attention to your passenger’s interests so you can find common things to talk about.

If you find a shared interest, like supporting the same sports team, you can easily build a conversation around that topic. It’s a great way to keep things flowing naturally without struggling for the next thing to say.

Tip #9: Know when to stop talking

As mentioned, taxi drivers must “read the room” based on the passenger’s body language. If they seem tired, distracted or annoyed, keep the chit-chat to a minimum. And it’s totally fine if there are moments of silence – you don’t need to talk the entire time.

Avoid dominating the conversation and let your passenger contribute their thoughts and opinions – there’s nothing worse than not being able to have a say.

End the cab ride on a positive note, thanking your passengers for their time, regardless of whether or not the conversations were flowing. Wish them a pleasant day, help offload any luggage and perhaps ask them to leave your taxi service a review via the booking platform.