It's when I go to the bank and the teller always gives me a lollipop (despite there being no children with me). It's the barista who adds a shot of espresso to my frap because she knows I've had a long day. It's the coupon that I don't have to search for and clip because it's already attached to the product. It's the birthday card that I get from my favorite stores. It's the hot cup of coffee my dealership offers because I had to be there at the crack of dawn for an oil change...
It's all lagniappe.
Lagniappe (pronounced lan-yap) is a old New Orleans Creole word that means "something extra" or something you get free just for good measure. Over the years I've come to appreciate lagniappe and its way of breaking up the monotony and leaving a lasting impression. It's contrary to "what you see is what you get". I've found lagniappe to be a panacea for poor sales, poor service, and poor results. Funny how you don't realize how much you miss lagniappe until it's not there...
I went to see the Geek Squad today because I wanted to back up the files on my hard drive. In addition, my computer is making a wheezing noise (I'm pretty sure it's the fan that needs to be replaced). I was hoping they could help me out with a diagnosis. Instead, since it was not a regular service that they offer, they didn't even try. They pride themselves on being geeks, but the geeks I know ALWAYS try. I left without using their services at all.
Lagniappe from the front line employees says something about your brand's value system, the absence of lagniappe says something completely different.
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