In South Louisiana we often use the term “Lagniappe”. If you’re not quite sure what this term means, “Lagniappe” is a term that actually has Spanish and French roots. (Remember, Louisiana has been under both Spanish and French rule, so many of our terms are derivatives of those languages.) ‘Lagniappe’ refers to a little something extra that a friendly shop keeper might add to a customer’s purchase.

We use it today to mean an extra gift or benefit – a bonus. Folks in other parts of the country might use the term ‘baker’s dozen’ to mean the same thing. Literally translated, it means “to give more”.

To give more. If only we could each adopt this as our personal philosophy and practice! In customer service and sales the application of this term is pretty clear – to give more than is expected.  In my business I have made it a practice to under-promise and over-deliver – with the emphasis on over-delivery.

For my family’s California vacation, we enlisted the help of a travel agent who booked hotels, advised us about driving distances, and recommended sites to see. He was compensated for his efforts, but, as “a little Lagniappe”, I’m putting together a Cajun gift basket to send to him.

As a leader, can you give more – offer a little lagniappe?

Think about how you can give more:

• Thanks for a job well-done. Gratitude can go a long way toward re-energizing people to give their best.
• Time to mentor and teach. Share your wisdom, knowledge, and experience to help someone grow and learn.
• Attention to what people are saying. Listen more and talk less. Hear what’s being said as well as what’s not being said. (Yeah, so you might have to peel your eyes away from the i-phone for a few minutes.)
• Empathy for another’s circumstances and struggles. Take your focus off of yourself and really tune in to the other person. Empathy is the ultimate virtual reality. Put yourself in their shoes.
• Feedback to team members. People would rather receive negative feedback than no feedback at all. Please tell them how they’re doing!
• Consistency in your actions and behavior. Your team members need to know what to expect from you – day in and day out.
• Respect for others. Acknowledge that differences in behavior, style, and approach are, as Martha Steward would say “a Good Thing”. Appreciate that we each have strengths that add value to the team.
• Trust in your team members. This is perhaps one of the toughest things to give as a leader, but probably one of the most empowering things you can do for your team members. Mentor, teach, guide, give feedback, and then trust them to get the job done their way.

Lagniappe is a way of life in South Louisiana – a part of our culture. As a leader, you can make it part of your organization’s culture. I believe that the more you model the practice of giving a little lagniappe, the more positive results you will see from your team… and the more positive results for your customers, and ultimately, your bottom line.

Action Time! What will you:

• start doing,
• stop doing, or
• continue doing

to give more – to offer a little lagniappe for your team? Use the comment box below to share your action plan with us!