LAGNIAPPE...  Although the word has French roots, it can be found in good old Webster's Dictionary and is defined as 'a small present given to a customer with a purchase'.  I have built on this basic definition to bring the concept of lagniappe into the customer service and sales realm.  My definition of lagniappe is 'the art of giving a little something extra.'  In the customer service realm, it simply means going beyond the customer's basic expectations.  In a world where even the most basic expectations are not met, any company willing to embrace the lagniappe principal can instantly vault yards ahead of its competition.

Let's look at customer service as a ladder.  On the middle rung of the ladder is the service level expected by the customer.  On the bottom rung of the ladder fall companies that are narrowly focused on sales. (Just shove the product out the door and forget about the customer.)  A few rungs up, but below the middle rung, are companies that tell employees service is important, but do not train them how to provide basic service.  Thus, employees and the company fall often fall short of customer expectations.

The companies on the middle rung are meeting the basic expectations of the customer.  They have trained their staff in basic service skills.  Even on this rung, they are yards ahead of a majority of the competition.

So how does a company move up the ladder, above the middle rung?  Lagniappe plays a large role.  First, these companies understand that they must know exactly what the customer expects.  They do the necessary service training and put the operational components together to meet expectations.  The difference is that they don't stop here!  They ask a 'what if' and a 'what' question.  ''What if we did a little something extra?  What could we do to not only meet expectations, but to go beyond expectations after the sale?''

Recently, I was putting together a series of training programs for a client.  We were discussing the 'expected'training program.  As we concluded, I asked if I could bring cookies for their sessions.  The response?  A broad smile and a ''You don't have to do that!''  My response? ''I know I don't have to but I want to.'' Thus, lagniappe can be product related, or it can be totally unrelated.  It simply needs to show the customer that you sincerely appreciate them and are willing to go the extra mile for them.

As you approach the holidays, think about how you will thank your customers.  Cards are nice, but won't be remembered after the calendar rolls to a new year.  A lagniappe approach to doing business is one that shows customers you appreciate them year round through 'a little something extra'. that unexpected kindness or service that is indeed memorable long after the sale is over.  A lagniappe approach to business will wrap your customers with warm memories that keep them coming back for more!