Category Archives: customer service

Lagniappe: Customer Service GLUE

lagniappeWe recently visited marketinglagniappe.com, an intriguing blog that focuses on customer service and the practice of G.L.U.E., or “Giving Little Unexpected Extras” in order to engage customers, promote customer loyalty, and drive word-of-mouth.

As you may know, a lagniappe (pronounced “lan-yap”) is a Creole word. It is a small gift or “extra,” often given to a customer by a merchant at the time of a purchase.

The website lists a number of examples, such as a 13th doughnut when buying a “baker’s” dozen, the free peanuts provided by 5 Guys Burgers & Fries, or the free warm chocolate chip cookies given to guests at Doubletree Hotels.

GLUE for Sales Professionals?
As sales professionals, what “little unexpected extras” might we give to our customers or prospects?

I’m thinking these lagniappes need not be products or tangible gifts, but rather extra service, such as:

  • Going the extra mile when assessing needs with which we might help
  • Providing a useful referral to help our customers address needs in other areas
  • Identifying and implementing ways that make it easier for our customers to do business with us… possibly streamlining order processing, more straightforward scheduling, or providing concisely-written post-meeting recaps
  • Presenting proposals versus simply submitting them, so that we help our prospects and customers sift through the boiler-plate and more easily understand the relevant benefits, terms and conditions
  • Consistent post-sale follow-up to ensure satisfaction
  • Added support in implementing our solutions…

 

 

The list could go on… maybe you have an example or an idea to add?