We F*cked Up So You Don't Have To – Détails, épisodes et analyse

Have you ever sent a job application through without reading the job description? Saying you're KEEN to LEARN MORE about a company?

...yeah?  Well, then you're on Stino's shit list.

In this episode, we TRY to tell you how to make each application go further:

00:00:00 - Intro

00:01:04 - Stino’s frustration with AI-generated resumes

00:02:33 - ChatGPT fails: authenticity is key

00:05:06 - The power of personalizing applications

00:07:09 - Highlighting relevant, accurate experiences

00:11:54 - Transferable skills vs. exaggerations

00:16:31 - Red flags: too much self-focus on applications

00:21:00 - How DMs can hurt your application

00:25:56 - Respect goes both ways

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

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Have you ever done the exact same training? Twice? For a customer who couldn't understand the software? And made her cry because YOU couldn't understand why she wasn't getting it?

...no?  Well, then you haven't quite fucked up like we have.

In this episode, we help you *remember* that no two customers, and no two trainee, are the same:

00:00:00 - The Facebook moms generation

00:01:18 - Defining change management challenges

00:02:45 - The pitfalls of lacking product expertise

00:05:41 - Navigating difficult customer onboarding

00:11:54 - Tailoring training to different generations

00:13:36 - Gen Z’s confidence backfires in onboarding

00:16:18 - Tips for managing successful product adoption

00:20:32 - Don’t be afraid to ask the tough questions

00:21:38 - Pro tip: just ask why

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Have you ever sent every one of your customers a generic check-in email and been told you're not worth their time?  Or creeped your customer out by commenting on a social post they didn't know you saw?

...no?  Well, then you haven't quite fucked up like we have.

In this episode, we help you strike the balance between lazy and stalker vibes:

00:00:00 - Survey says

00:00:20 - Intro

00:01:06 - Boob sweat

00:03:14 - Too little personalization: The check-in email fail

00:05:08 - The art of customized emails

00:07:13 - Balancing efficiency and personalization

00:09:43 - Too much personalization: The cupcake incident

00:11:10 - Finding the right level of personalization

00:13:16 - Personalized communication setting the tone

00:16:02 - Starbucks gift card snafu

00:19:24 - Alternatives to endless Zoom meetings

00:21:04 - The experiment: Picking up the phone

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

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Have you ever tried to be the superhero and been removed from an account as a result?  Or made a mortal enemy of your product manager by making promises to your customers?

...no?  Well, then you haven't quite fucked up like we have.

In this episode, we help draw the line on when, and when NOT, to go it alone:

00:00:00 - Losing client trust

00:00:14 - Welcome!

00:01:03 - Stino’s superhero analogy

00:02:14 - Melanie’s first big mistake

00:03:30 - Proof of concept gone wrong

00:06:17 - Importance of early escalation

00:08:59 - Stino’s emerging market mishap

00:10:14 - Lessons in humility

00:11:25 - Navigating company policies

00:13:05 - Miscommunication during onboarding

00:16:48 - Promises and roadmaps

00:19:39 - Lasting impact of mistakes

00:21:17 - Transparency and communication

00:22:00 - Round-up!

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

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Have you ever made an onboarding customer cry? Or churn on the same day of their kickoff call?

...no? Well then you haven't quite fucked up like we have.

In this episode, we break down the do's and the don'ts of onboarding, including:

00:00:00 - Avoiding red flags in customer success

00:01:11 - Onboarding mishaps to avoid

00:03:16 - Trust but verify: handling sales handovers

00:05:04 - Always have a checklist!

00:05:50 - Preparation: knowing your client’s story

00:07:04 - Quit pushing features & listen to priorities

00:10:03 - Handling overwhelmed clients

00:13:57 - Pause: Don’t monologue during calls

00:16:01 - Setting clear expectations and next steps

00:19:19 - Dealing with difficult clients

00:21:53 - Treat onboarding like a first date

00:22:27 - Key takeaways for effective onboarding

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we fucked up so you don’t have to.

Connect with us!

Melanie's LinkedIn: https://www.linkedin.com/in/melanie-faye/

Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

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Welcome back to "We Fucked Up So You Don't Have To," the podcast that blasts through the chaos with a POW POW POW! This episode is all about the power of keeping a paper trail. Trust us, it's more exciting than it sounds!

Melanie and I dive into why having organized notes during customer calls is crucial for top-notch client management and smooth internal communication. Melanie drops knowledge bombs on capturing essential info like client goals and their feelings towards your platform. This isn't just about making your life easier – it's about nailing those internal stakeholder questions and prepping for future calls like a pro.

I’ll hit you with some real talk about using AI tools for note-taking. They’re great, but don’t lean on them too hard! They might miss the vibes and sentiments that can make or break a meeting.

We both agree on one thing: buffer time is a must! After a call, take 15 minutes – use tools like Reclaim.ai – to get your documentation and follow-up tasks on point. Templates are your best friends here. Keep your notes consistent and easy to read, focusing on key points like meeting date, attendees, discussion points, action items, and follow-ups.

Melanie also highlights the magic of tagging notes for other departments – think marketing for case studies or product teams for feature feedback. It’s all about making sure everyone’s in the loop.

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we fucked up so you don’t have to. Let’s get into it!

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🎧 New Episode Alert: "Too Friendly for Business? The BFS Trap" 🤝

Hey, WFUSYDHT fans! It’s Stino & Melanie here, and boy, do we have a story for you! In this episode, we're diving deep into the pitfalls of becoming BFS (Best Friends with Clients) and how it can boomerang on your business relationships.

Join us as we share our own blunders of getting too chummy with clients. I'll tell you about a time when my eagerness to be a "customer happiness manager" completely derailed my focus from what should have been my main goal: driving business value. Spoiler alert: it didn't end well.

Melanie brings her signature blend of warmth and wisdom as she talks about the thin line between empathy and professionalism. She'll share insights into how understanding a client's personal situation can actually boost engagement with your product—when handled correctly.

Together, we'll explore strategies for maintaining that perfect balance between personal connection and professional integrity. Expect practical tips like setting an agenda before client calls, and why keeping interactions professional through LinkedIn and email can save you from a lot of awkward situations.

Whether you're a budding entrepreneur, a freelancer, or anyone who deals with clients regularly, this episode is packed with cautionary tales and savvy advice to help you navigate your business relationships more smartly.

Tune in and learn from our mistakes—so you don’t have to make them yourself! 🚀

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We F*cked Up, So You Don't Have To: Episode 2 - The Renewal Red Flag Rumble

Uh oh, someone forgot the magic renewal dust! 🪄 In this episode, Melanie & Stino spill the tea about a huge account loss that could have been avoided. Buckle up for a cautionary tale about the importance of being proactive in customer success.

Here's the down-low:

• A promised feature went MIA, leaving a $120,000 client feeling salty and ready to jump ship. ️
• We're talkin' major red flags ignored, folks. Lesson learned: don't sleep on those warning signs!

Stino chimes in with some golden nuggets of advice:

• Early renewal discussions are your friend. Don't wait until the eleventh hour! ⏰
• Handover notes are a lifesaver. Ensure seamless transitions between teams.
• Churn happens. But it shouldn't be because of a lack of effort on your end.

Melanie reflects on her fumbled renewal call and the importance of being prepared.
 
We all know how crucial it is to provide value to our clients. Don't let a lack of preparation turn a happy customer into a churn statistic!

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Buckle up, ‘cause we're diving headfirst into the hilarious (and sometimes cringe-worthy) world of customer success blunders.

This inaugural episode is all about the communication minefield we all know and (sometimes unwillingly) love. We'll be spilling the tea (and the lessons learned) on our biggest communication f*ck ups, from sassy retorts to humor gone wrong.

Get ready to hear:

• Stino's anxiety-fueled launch jitters (because who doesn't get nervous, right?)
• Why finding the right tone and approach with customers is crucial (but not always easy)
• How Stino learned the hard way that sass is NEVER the answer with frustrated clients (sorry, not sorry)
• Melanie's tale of humor backfiring in an email (it's not always sunshine and rainbows, folks)
• The importance of knowing your audience and matching their energy (because one size definitely doesn't fit all)

Remember, we've all been there, so learn from our mistakes and laugh along the way!

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Welcome to another exciting episode of "We Fucked Up, So You Don't Have To"! Get ready to dive into the wild world of customer success with your hosts, Stino and Melanie. Join them as they peel back the curtain on their own mishaps and triumphs, sharing candid insights and practical advice along the way. Stino, a charismatic Head of Customer Success, brings his unfiltered wisdom to the table, while Melanie,  a seasoned Customer Success Manager, offers invaluable career insights. Together, they'll laugh, learn, and navigate the twists and turns of the customer success journey. So buckle up, and let's dive in!