Lexus LM driver Rob Mitchelmore knows there is more to being a top chauffeur than driving smoothly and arriving on time. In his 17-year career chauffeuring royalty, celebrities and diplomats, the highly trained ex-police officer has accumulated a wealth of knowledge and insider tips that we pressed him into sharing.
The following are Rob’s top tips on what to look for when choosing a professional chauffeur. They will also identify how chauffeurs – and indeed anyone who is required to drive people from one place to another – can craft a bubble of calm that will allow their passengers to arrive refreshed and unruffled.
1. Driving and awareness skills that are second to none
There are many different types of chauffeurs, including driver/owner, personal/private, full-time and event chauffeurs. But the two keys skills required are the ability to drive smoothly and confidently, and to communicate effectively – to speak clearly and to listen carefully.
“Being involved in many security incidents during my career, you get a kind of sixth sense for danger and what feels ‘off’, and can act on it discreetly before anything materialises.”
Do not assume a chauffeur has received all the right training – ask for their qualifications. Yes, the best drivers will have outstanding car handling skills, but those who have passed through the police advanced driver training programme can usually foresee incident risks and react more quickly, often without the passenger even noticing.
2. Pre-journey safety checks
Just like a pilot before a flight, a good chauffeur should carry out pre-departure safety checks – especially if the vehicle being used is not their own. This should include ensuring the vehicle has a valid MoT certificate, insurance and road tax. It also means examining the wheels and tyres, reviewing the bodywork for unreported damage, making sure the vehicle has enough fuel / battery charge / oil for the journey, and that all external lights are functioning correctly. Meanwhile, inside the vehicle it is necessary to check all seat belt mechanisms and that there are no warning lights illuminated on the dashboard.
“I always try to use drivers who have driven a particular car before. But in any case, the chauffeur should collect the vehicle two to three hours before a drive for familiarisation.”
3. The perfect route from A to B
A good chauffeur should thoroughly research the pick-up and drop-off locations, and plan the perfect route for that time of day. For large events, or when there is sufficient prior notice, we recommend visiting the venue in-person beforehand in order to know exactly where the clients should be dropped off. And if you are tasked with handling a multi-car event, send images of the route to all drivers so they can familiarise themselves with it and make sure there are no obvious issues.
4. Scenic route or motorway?
Arrival times are often critical. So a good chauffeur will usually take the shortest or quickest route for the sake of their passengers. However, during events like London Fashion Week, it is common for clients to request a scenic route in order to take photos of the vehicle for social media. In such instances it is advisable to have a few potential locations in mind, and to be prepared to end up acting as the photographer.
“A good chauffeur will politely decline requests to break the speed limit as it’s their licence and everyone’s safety on the line.”
Nobody can plan for accidents, and it’s not always possible to foresee road closures. But using a navigation system with live traffic updates and intelligent rerouting software can help resolve situations in advance, without the passengers even realising there was a problem ahead. Drivers should never feel pressured by the passenger to break any rules as this will affect their judgment and driving.
5. Small touches that make the difference
A chauffeur’s choice of vehicle is supremely important in ensuring a good experience for the passenger. Rob is enamoured with his Lexus LM, which he agrees takes luxury to new heights with an onboard experience that’s like being in your private jet. Features such as pillow-like headrests, power-adjustable seats with massage function, 48-inch ultra-widescreen monitor, bespoke Mark Levinson audio system, and Lexus Climate Concierge all showcase takumi hand-finished craftsmanship and omotenashi hospitality.
“A top chauffeur should be welcoming and relaxed, with a first-class standard of hygiene and personal appearance. This goes for the vehicle as well, which should be almost showroom ready, so long as the weather is behaving.”
It helps to anticipate passenger requirements in advance. For regular guests it makes an impression if you remember specific requirements, such as still or sparkling water, or their preferred sweet treat. In the case of the Lexus LM, the model’s fridge, multiple storage spaces, umbrella holder and foldable table prove useful in tailoring the ride to the passenger’s requirements. If your guests are arriving from overseas it is vital to research any special cultural sensitivities. For example, in some cultures it is considered rude to blow your nose in public.
6. Respect passenger privacy
All private conversations, whether sensitive or not, should always stay within the vehicle. This is a huge trust issue as chauffeurs are likely to overhear sensitive phone calls while driving CEOs and VIPs. However, if a guest does anything illegal while in the vehicle, a good chauffeur should pull over and ask that passenger to leave immediately.
“Where we’re commissioned to provide chauffeur services for a brand or manufacturer, we usually have their full backing to ask passengers to leave if they do anything illegal. Fortunately, this has only happened once in the 17 years we’ve been in this business.”
7. To chat or not to chat
A good chauffeur should know when to speak and when to keep quiet. You can usually tell what’s appropriate by how the passenger reacts to a simple hello. Many repeat guests love a good chat. But equally, some passengers feel that silence is golden.
“As a chauffeur you should never expect anything back from the guests. But from my experience, 99% are polite and express their appreciation. And that’s all we need; it makes us happy to hear that.”
In developing the LM, pre-production research carried out by Lexus engineers found ‘peace and quiet’ to be the two most sought-after luxury qualities for the ultra-high-worth people surveyed. A serene interior adds value to any professional chauffeur service.
Tell me more about Rob himself…
Mitchelmore started his career with the Metropolitan Police in 1992. He was posted to Heathrow where he regularly looked after VIPs passing through the airport. He spotted a gap in the market for highly trained drivers and chauffeurs, which inspired him to launch his own company – Eminence Chauffeuring. Rob’s drivers almost all have a police background and hold valuable qualifications such as advanced driving, emergency life support and enhanced medic, anti-hijack, armoured vehicles and personal protection.
Learn more: Lexus LM road-test reviews from the driver’s perspective
