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Not everyone has had the privilege of entirely depending on a patron to pay rent early in their professional life. Unfortunately, in modern times many are losing their understanding of who the customer is. You are not partners. They are paying your bills. If you are in SaaS and want your client to renew, learn from our professional peers in the hospitality business.

Let's pretend you are still wet behind the ears and you are desperate for a night of good tips. I am your trainer at this new and mediocre fine dining establishment. You can connect the dots to Customer Success and Professional Services.

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My Only Table

When you are standing at your table, it is your only table. All the train wreck tables that are also yours in the room don't matter. Leave them behind. Create a unique and personal experience for the patron in front of you.

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Short Term Memory

That 8-top table you get two nights a week that spends $600? They are rude and high maintenance, sure. But they always sit in your section. Quit complaining; you like your apartment. Treat them like royals.

SaaS: Your biggest client will often be the one who treats you poorly. Know where your line is, then give them plenty of slack. A challenging client is better than a missing client.

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Good Hot Food

Your customer is at your restaurant for the quality and timeliness of food and service. You don't matter. Your performance does. Focus on the quality and timeliness of your patron's food.

SaaS: Cut the nonsense. What value does your product bring? Bring it. Quickly and reliably.

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The customer is always Right

Quick trying to correct me, young whipper snapper. The customer is always right. The bottom line is: Swallow your pride. It doesn't matter if the patron is an idiot. It only matters if they give you a nice tip at the night's end and ask for you next time.

SaaS: You are not as great as you think you are. In 2 years, your product will not be novel. If you aren't bringing the customer experience into your evolution, you will be gone before you know it.

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Find something you Love

Our place is just okay. But our cooks want to work doubles every shift, our bartender has a fantastic sense of humor, and our hostess has a future as a late-night TV celeb. So absorb that goodness and project it. Don't focus on the lousy dessert menu and bad steaks.

SaaS: If you want to grow as a business professional, find the greater purpose in even the most straightforward work. Then, spaz about it to your customer.

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Honesty

Listen, we both know that the Caesar Salad is garbage. Just tell them that right up front. Then recommend the Cobb. It's amazing. Not everything has to be great. But your customer needs to trust that they are in good hands.

SaaS: No, not everything about your product is excellent. Don't pretend it is. They will find it sooner or later. Better coming from you than from Twitter.

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Own it & Improve it

You messed up badly tonight. You tried to remember the meals instead of writing them down. You left the drink at the bar too long, and the food was cold. Yes, you messed up. You made $5 tonight. Don't spend it all in one place. Tomorrow night you will remember what it felt like. But with every mistake you make, take responsibility. As far as the patron is concerned, you are the cook, bartender, and dishwasher. The good patrons will appreciate it and give courtesy tips.

SaaS: We all have bad calls. Send an apology if you wasted your client's time, and don't do it again.

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Smile

Sometimes this is a lousy job. Smile anyways. If you can't do that, you are just plain out of luck.

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