Try a little ‘Lagniappe’ – it really works!
In the Gulf Coast area of the United States especially around Louisiana, they have a tradition that has been around for hundreds of years. A ‘Lagniappe’ is a small unexpected gift added to a purchase in a gracious gesture that creates both warmth and surprise.
I have recently been reading Theo Paphitis’s book, ‘Enter the Dragon’ where he describes one of the key elements of La Senza’s (a lingerie retailer in the UK) success being down to the way purchases were treated. They didn’t just throw it into a bag. The item would be carefully wrapped in tissue, some beads added, then beautifully boxed and tied with a ribbon.
To me this is an excellent example of ‘Lagniappe’ in action.
OK, it no doubt costs a little more in packaging and time, but when you think about the benefits of how the customer feels when they walk out with something precious, it makes sound business sense.
The chances are they will be proud to show off their purchase to other people, the shopping ‘experience’ becomes more enjoyable. It has created anticipation and expectation for a repeat visit to the store (to spend more money) and most importantly, it has created a strong connection.
So is it possible to add ‘Lagniappe’ to our working lives every day?
I would say most definitely yes!
The little extra could be a simple gesture of thanks to one of the team; it could be a quick note to praise someone for hard work, or even a small gift to show your appreciation.
Like the La Senza experience, it takes a little more time and perhaps a small expense, but the return on investment in terms of the feeling of goodwill and respect are priceless.
If more Leaders practiced ‘Lagniappe’, wouldn’t the world be a much better place?
