Explorez tous les épisodes du podcast We F*cked Up So You Don't Have To
| Titre | Date | Durée | |
|---|---|---|---|
| We Fucked Up...and got way too many resumes | Episode 9 | 05 Nov 2024 | 00:33:22 | |
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/ Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media | |||
| We Fucked Up...and made our customer feel like a dumbass | Episode 8 | 10 Sep 2024 | 00:25:35 | |
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 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and got a little too personal | Episode 7 | 28 Aug 2024 | 00:27:11 | |
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. Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and got taken off an account | Episode 6 | 13 Aug 2024 | 00:24:59 | |
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. Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and killed an onboarding | Episode 5 | 30 Jul 2024 | 00:26:18 | |
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/ Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media | |||
| We Fucked Up... We didn't keep a Paper Trail | 11 Jun 2024 | 00:20:16 | |
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! Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media | |||
| We F*ucked Up So You Don't Have To: Too Friendly for Business? The BFS Trap | 06 May 2024 | 00:30:12 | |
🎧 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! 🚀 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We F*ucked Up So You Don't Have To Renewal Edition | 18 Mar 2024 | 00:26:41 | |
We F*cked Up, So You Don't Have To: Episode 2 - The Renewal Red Flag Rumble Here's the down-low:
Stino chimes in with some golden nuggets of advice:
Melanie reflects on her fumbled renewal call and the importance of being prepared. Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We F*ucked Up So You Don't Have To Communication Edition | 06 Mar 2024 | 00:26:24 | |
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:
Remember, we've all been there, so learn from our mistakes and laugh along the way! Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| Trailer | 01 Mar 2024 | 00:00:56 | |
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! | |||
| We Fucked Up...and confused features with value | Episode 15 | 25 Feb 2025 | 00:34:19 | |
Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice: 00:00:00 - Intro 00:02:03 - Owning your mistakes as a CS leader 00:04:44 - The email disaster that exposed a flaw 00:07:04 - Feature training vs. real value realization 00:10:26 - The challenge of proving ROI in renewals 00:13:25 - Why CS teams struggle with product feedback 00:17:18 - The telephone game of customer requests 00:20:50 - When you can’t use the product you support 00:25:20 - CS enablement vs. sales enablement gaps 00:29:54 - Learning from mistakes: Just make new ones! 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 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and let churn surprise us | Episode 14 | 11 Feb 2025 | 00:36:43 | |
Do you treat every time a customer churns like the end of the world, searching high and low for everything you *could've* done? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome Denny Burda, Chief Customer Officer at River Consultancy, to chat churn: 00:00:00 - Intro 00:01:07 - First male guest with big ideas 00:03:18 - The story of a perfect churn 00:12:53 - Budget assumptions and surprise churn 00:15:42 - Stakeholder change and shifting priorities 00:19:55 - Transparency and learning from churn 00:22:00 - The importance of tracking churn reasons 00:28:30 - Drafting a churn ICP 00:32:18 - Key takeaways from the churn discussion 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 Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media | |||
| We Fucked Up...and sold out to AI | Episode 13 | 28 Jan 2025 | 00:31:48 | |
Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand? ...no? Well, then you haven't quite fucked up like we have. In this episode we talk about our journeys through the AI revolution: 00:00:00 - Intro 00:03:07 - The farmer’s mentality and AI reliance 00:03:51 - Blind trust in AI and its risks 00:04:52 - AI-generated emails: Overkill or useful? 00:06:17 - Lazy habits and losing the spark in CS 00:08:16 - Correcting AI: A time sink or necessary evil? 00:09:11 - Striking a balance: Creativity vs. automation 00:11:00 - The myth of the perfect CSM 00:14:49 - Personalizing customer interactions with AI 00:17:05 - Handwritten notes and meaningful gestures 00:19:37 - Rethinking customer engagement strategies 00:22:15 - Direct meeting invites: Bold or intrusive? 00:24:23 - Non-responders and alternative approaches 00:27:03 - Bye bye! 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 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and underestimated the importance of SMB | Episode 12 | 31 Dec 2024 | 00:38:26 | |
Do you give more attention to your customers with the household names than you do your small-time companies? ...no? Well, then you haven't quite fucked up like we have. In this episode, another guest joins us as we share our struggles with giving preferential treatment: 00:00:00 - Intro 00:02:08 - Overlooking SMB accounts 00:04:34 - The allure of enterprise clients 00:06:00 - Reframing SMB value 00:09:14 - Lessons from enterprise pitfalls 00:13:16 - Melanie’s mid-market insights 00:18:41 - The power of customer praise channels 00:23:03 - Adjusting standards for SMBs 00:30:37 - Building scalable customer communities 00:33:47 - Wrapping 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. 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 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and avoided the difficult conversations | Episode 11 | 17 Dec 2024 | 00:41:05 | |
Do you find difficult conversations...too difficult? Like, you just avoid them entirely until shit blows up in your face? ...no? Well, then you haven't quite fucked up like we have. In this episode, we welcome a very special guest to talk about her journey with hard convos: 00:00:00 - Intro 04:00 - Preparing for challenges in new places 04:46 - A funny identity mix-up 06:43 - Misjudging customer assumptions 07:32 - The cost of avoiding hard conversations 12:25 - Learning to manage compassionately 19:02 - Action-Impact-Do feedback framework 20:16 - Navigating feedback to superiors 23:11 - Balancing respect and accountability 24:38 - Setting boundaries with difficult peers 27:08 - Standing up for yourself 29:39 - Building confidence in tough moments 32:26 - Addressing disrespect head-on 37:01 - Data-driven conversations 38:28 - Feedback is a gift 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 Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to The Segment! The tech news you need. ...and some you don't. | |||
| We Fucked Up...and trusted our champion implicitly | Episode 10 | 03 Dec 2024 | 00:32:24 | |
Have you ever put your success in the hands of your champion, your BFF, your CS soulmate? Only to have them use that trust against you? ...no? Well, then you haven't quite fucked up like we have. In this episode, we welcome a very special guest to tell you how to trust but verify: 00:00:00 - Intro 00:02:20 - When champions become obstacles 00:05:00 - Red flags in champion relationships 00:08:40 - Trust issues with champions 00:11:15 - Strategies to bypass gatekeeping 00:14:30 - Building trust early on 00:18:10 - Personalizing customer interactions 00:21:30 - Overcoming personality mismatches 00:25:50 - Key takeaways from the episode 00:28:00 - Wrapping up the menage a trois 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 Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media | |||
| We Fucked Up...and burned out | 03 Jun 2025 | 00:28:35 | |
Have you ever forgotten to care about yourself, and how you feel, and how your job MAKES you feel? ...no? Well, then you haven't quite fucked up like we have. In this episode, we break down the topic everyone's talking about...burnout: 00:00:00 - Leadership is the problem 00:02:02 - Fresh perspectives at a new job 00:04:28 - Recognizing hidden burnout 00:05:40 - Global pressure and job insecurity 00:08:19 - Health insurance and overachievement 00:11:20 - Speed versus substance 00:15:28 - Losing your voice at work 00:17:19 - Leadership double standards 00:19:39 - Keep your options open 00:24:12 - Take responsibility for your happiness 00:26:52 - You’re making someone else rich 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/ | |||
| We Fucked Up...and didn't know our numbers | 27 May 2025 | 00:40:55 | |
Have you ever gotten through most of your presentation to the board before you realize your numbers were wrong? ...no? Well, then you haven't quite fucked up like we have. In this episode, we're joined by Anika Zubair to chat knowing your numbers: 00:00:00 - The boardroom disaster 00:03:34 - Peeing yourself in front of the board 00:05:40 - What went wrong with the metrics 00:08:13 - Living in spreadsheet hell 00:10:09 - Getting help with your data 00:12:06 - Ask for help, not a miracle 00:15:01 - When the data doesn’t exist 00:18:00 - The CS leader as CSM to the team 00:23:27 - Weekly rituals that save your ass 00:26:57 - You don’t get a safety net 00:34:23 - Why CSMs should know their numbers 00:38:56 - Leading with kindness and humility 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/ | |||
| We Fucked Up...and baked our documentation halfway | 13 May 2025 | 00:33:21 | |
Have you ever answered the same question over and over? When you could have taken a bit of extra time to write it down to avoid redoing your work? ...no? Well, then you haven't quite fucked up like we have. In this episode, we discuss all things documentation: 00:00:00 - The horror of half-written SOPs 00:01:21 - Reunion in Mississauga 00:04:04 - Margarita mayhem and ketchup chips 00:06:24 - New job, new role, new challenges 00:07:58 - The cost of half-baked process sharing 00:10:26 - Documentation as onboarding lifeline 00:14:35 - How to document without losing your mind 00:19:03 - Holding your team accountable to SOPs 00:24:57 - From “I think” to “I know”: Building trust 00:29:08 - When you finally experience product value 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 | |||
| We Fucked Up...and let the customer drive the bus | Episode 16 | 08 Apr 2025 | 00:33:28 | |
Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them? ...no? Well, then you haven't quite fucked up like we have. In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer: 00:00:00 - Intro 00:03:30 - When the customer takes the wheel 00:05:59 - Even senior leaders fall for it 00:07:49 - Holding your ground in tough calls 00:09:06 - The client who knew better (but didn’t) 00:12:13 - Faking confidence vs. building trust 00:17:08 - When big accounts push too hard 00:25:59 - Which outcome framing works best? 00:29:22 - Key takeaways 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 Mentioned in this episode: Subscribe to The Segment! The tech news you need. ...and some you don't. Advertise your brand with Lifetime Value Media Come Shop the LTV Store! | |||
| We Fucked up...the perception of the customer | 20 Jan 2026 | 00:29:33 | |
As we welcome the new year, it's time to reflect on the lessons learned from the past and how they can shape our future. In the first episode of 2026 of "We Fucked Up So You Don't Have To Show," hosts Stino Smet and Melanie Faye share their experiences, insights, and a few laughs, emphasizing the importance of understanding customer perception in business. Introduction: Happy New Year! As we step into 2026, Stino and Melanie kick off the first episode with a lighthearted discussion about holiday traditions and personal reflections. But amidst the jokes and nostalgia, they dive into a crucial topic that affects every business: customer perception. This episode is packed with insights on how to handle customer feedback, especially when it doesn't align with the facts. Section 1: The Holiday Hangover Stino and Melanie reminisce about their holiday experiences, highlighting the common struggle of returning to work post-holidays. "It was just a slog last week, like getting back into it," Melanie shares, resonating with many listeners who feel the same way after the festive season. They discuss how the period between Christmas and New Year's can feel like a twilight zone, where energy levels are low, and everyone is trying to adjust back to reality. Section 2: Diving into Customer Perception The conversation quickly shifts to a recent experience Stino had with a customer complaint. After receiving an email expressing dissatisfaction with service, he meticulously checked the logs to ensure he understood the situation. However, he learned a valuable lesson when his boss pointed out that the customer’s perception was valid, regardless of the facts. Stino emphasizes, "The perception of the customer is always right, even if they are in the wrong." This insight is crucial for anyone in customer service, as it reiterates the need to listen and empathize with customers, rather than just defending the company's position. Section 3: Handling Difficult Conversations Melanie adds to the discussion by sharing her own strategies for managing difficult customer interactions. "I'll type out an email and then walk away from it," she admits, recognizing the importance of taking a step back to avoid emotional responses. This technique can help professionals respond more thoughtfully and effectively, turning potential conflicts into productive conversations. Section 4: The Role of Communication Both hosts agree that direct communication often resolves issues more effectively than email exchanges, which can easily be misinterpreted. Melanie suggests, "Talking about it is going to make it better than just emails going back and forth." This approach fosters a better understanding between the customer and the service provider, leading to improved relationships and outcomes. Conclusion: Key Takeaways In this engaging episode, Stino and Melanie remind us that while facts are important, understanding and addressing customer perceptions is crucial for success. As we enter 2026, let’s commit to listening to our customers, responding with empathy, and recognizing that their perceptions shape their experiences. By doing so, we can build stronger relationships and create a more positive impact in our professional lives. | |||
| We fucked up...2025 | 29 Dec 2025 | 00:39:20 | |
In this episode, Melanie Faye and Stino Smet reflect on the tumultuous year of 2025, discussing the challenges posed by AI, the impact of social media on professional identity, and the importance of maintaining human connection in an increasingly automated world. They share personal experiences of over-servicing customers, hiring challenges, and therapeutic journeys, ultimately looking ahead to 2026 with a sense of preparedness and optimism. Takeaways
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| We fucked up... Lessons from Generational Differences and AI | 18 Dec 2025 | 00:33:32 | |
In a world where technology continues to reshape our workplaces, the emergence of AI tools like ChatGPT has sparked both excitement and concern, particularly among different generations in the workforce. In this episode of the ‘We Fucked Up So You Don’t Have To’ podcast, hosts Stino and Melanie delve into the challenges faced by customer success managers (CSMs) as they navigate these changes, especially with the influx of Gen Z into the job market. Section 1: Understanding the Generational Divide The hosts kick off the conversation with a light-hearted yet honest discussion about their experiences as millennials working alongside Gen Z. Stino shares his thoughts on how Gen Z’s reliance on technology, particularly AI, contrasts starkly with the manual skills that millennials developed early in their careers. He emphasizes that while Gen Z may have access to advanced tools that can streamline workflows, they often lack the foundational experience needed to effectively engage with customers. For instance, Stino notes, "They have it quote unquote, maybe easier, but it also terrifies me. How are they going to drive value?" This sentiment highlights a growing concern: can a generation that has relied on AI truly understand the nuances of customer interactions? Section 2: The Role of AI in Customer Success As the discussion progresses, Melanie and Stino explore the role of AI in customer success, acknowledging its potential to enhance productivity. They agree that AI can be a powerful ally in preparing for customer calls, providing prompts and suggestions that can make conversations smoother. However, they also caution against over-reliance on these tools. Melanie points out, "As soon as that gets derailed, it's like, what do you do next? Help, I'm not prepared for this." This highlights a critical gap: while AI can assist with basic tasks, it cannot replace the strategic thinking and adaptability that comes from real-world experience. Section 3: Learning from Mistakes Throughout the episode, both hosts reflect on their own learning curves when it comes to integrating AI into their workflows. Stino recounts an instance where he blindly trusted AI to draft an email, resulting in a costly mistake. "I once promised a refund where I shouldn't have," he admits, illustrating the pitfalls of relying too heavily on technology without applying human judgment. Melanie echoes this sentiment, mentioning how inaccuracies in AI-generated notes can lead to confusion and miscommunication in customer interactions. Section 4: Building a Balanced Approach The conversation shifts towards the importance of striking a balance between leveraging AI and maintaining a human touch in customer success roles. Stino emphasizes the need for managers to train new hires effectively, ensuring they develop the necessary skills to think critically and engage authentically with customers. "I'd rather want you to spend six hours on it, using your logical brain in combination with ChatGPT," he advises, underscoring the value of personal input and creativity in customer interactions. Conclusion: Key Takeaways As Stino and Melanie wrap up their insightful discussion, they leave listeners with several key takeaways. First, while AI can significantly enhance efficiency, it's essential to remember the importance of human experience and intuition in customer success. Second, managers play a crucial role in onboarding new team members, ensuring they understand the balance between using technology and applying their own skills. Finally, fostering an environment where mistakes are viewed as learning opportunities can lead to greater growth and development in customer success roles. | |||
| We Fucked Up...and brought Xena Energy | 16 Sep 2025 | 00:26:24 | |
Full Show Notes We’re back, babes. Season 2 is here and we’re booked through the end of the year. In this episode, Stino and Mel debrief a spicy refund blow-up (yes, bank fees and all), why “being right” can still cost you credibility, and how to set boundaries when a customer’s tone crosses the line. We also talk about segmenting customers by personality fit, calling people in (not just out), and channeling your inner Canadian when the petty meter spikes. What we cover
The Playbook (steal these)
Housekeeping
“We Fucked Up So You Don’t Have To” is the no-fluff podcast where Stino & Mel turn real-life facepalms into repeatable playbooks. Subscribe, rate, and send this to the one colleague who needs to stop emailing like it’s a cage match. 💋 | |||