By Dallas Teague Snider
For all my fellow Gulf Coast natives, the word “lagniappe,” pronounced “lan-yap,” needs no introduction. For those not familiar with this term, lagniappe means “a little something extra.” As 2010 approaches, I challenge you to adopt this concept as a rule of thumb in your professional and personal life. This is the ultimate key to cultivating relationships with clients and colleagues.
The little things do count. Think back to a time when someone spontaneously did a little extra or went out of their way to do something for you without expecting anything in return. I would venture to say this action made you feel important. You can engender this feeling in others by treating them with respect, dignity and honor.
How do you offer lagniappe-style service? Lagniappe is a mindset and a way of being. Shifting your complete focus to another individual generates feelings of confidence and trust. Once you establish trust, a relationship can begin to grow. Your personal “lagniappe” brand will be a platform that supports you throughout your career.
A hotel industry colleague shared a mistake that he regrets to this day. He had to send a proposal to an important client who was an employee at a well-known overnight delivery service. The package was sent off by overnight express. But the following day, the client called to complain that, although he did receive the package, it was delivered by his company’s competitor. The hotel professional had not made the extra effort to send the package through the client’s own company. This left an unflattering perception; it showed a lack of conscientiousness. In fact, the client stated that had his boss received the package, the hotel definitely would not have won the business.
Be sure to check every aspect of your conduct to be sure your lagniappe service is sending the right message. Remember that in the corporate jungle, it is not the lions and tigers that will kill you — it’s the mosquitoes.
Here’s how you can use the concept in two distinct business situations.
When you receive a visitor at your place of business:
• Prior to the meeting, turn off your cell phone and forward all calls so you will not be disturbed.
• Once your guest enters the room, close the door to avoid distractions.
• Pre-arrange the seating so you can sit corner-to-corner with your guest. Be sure that there are no barriers — unless, of course, you are still evaluating the relationship.
• When your guest arrives, offer a beverage such as coffee or tea. This shows hospitality. However, a savvy professional will graciously decline. An unfortunate spill would not enhance one’s professional image.
• Initiate small talk and avoid anything potentially controversial.
• Be aware of body language; use mirroring to connect. Match the pace, word use, tone and inflection of the guest.
• Ask open-ended questions that will put your guest at ease and help build a better rapport.
• Maintain level-to-level seating or standing positions.
• Do not check email, sign documents or do any other office task. Your guest should have your undivided attention during the meeting.
When you are calling on a client:
• Before the meeting, go to the restroom to check attire and grooming, etc. Remember you have three to five seconds to make the best first impression.
• Greet the receptionist in a friendly manner and present your business card.
• While waiting in the reception area, be sure to move your briefcase or portfolio to your left hand, so you will be ready to shake hands.
• Graciously follow your host to the meeting room.
• Only bring in items that pertain to this particular meeting. Leave other materials in your car.
• Wait until your host is seated to sit down yourself.
• You can choose to sit either directly across from the host or at an angular position. The angular position is more open and will foster growth in the relationship.
• Business cards are generally exchanged before the meeting. Have them out to reference during the meeting. This is especially helpful when there are multiple participants.
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