We F*cked Up So You Don't Have To

Full Show NotesWe’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 coverThe lost, too-unhinged summer episode (RIP) and why this one’s the real S2 kickoffWhen policy says “refund” but your pride says “absolutely not”Xena Warrior Princess mode vs. credible CSM mode (and how to get back to center)Using policies + facts to de-escalate (and when to escalate internally)Personality-based account assignments (yes, that’s a thing—and it works)Scripts to professionally call out rude behavior without lighting a matchExtra prep for “tooth-pull” customers: prompts, slides, and value-first agendasWhy some leaders clam up 1:1 and open up in a group (status anxiety is real)Remember: you’re a value driver, not a doormatThe Playbook (steal these)Policy First: Lead with written policies and timelines; emotion comes second.Call It In: “This tone isn’t how we work best—can we reset?”Personality Routing: It’s okay to reassign accounts for better fit.Prep Like a Pro: Pre-write questions, add a slide, and make “value receipts.”Escalate Early: Pull in a manager or peer to defuse status anxiety.Credibility > Victory: Being right isn’t worth losing the room.HousekeepingWe’re recording through the end of the year—weekly drops for Season 2.Got a glorious workplace screw-up (or lesson) to share? Want to guest? Slide into our DMs.Explicit language warning. Proceed with headphones if HR sits nearby.“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. 💋

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 problem00:02:02 - Fresh perspectives at a new job00:04:28 - Recognizing hidden burnout00:05:40 - Global pressure and job insecurity00:08:19 - Health insurance and overachievement00:11:20 - Speed versus substance00:15:28 - Losing your voice at work00:17:19 - Leadership double standards00:19:39 - Keep your options open00:24:12 - Take responsibility for your happiness00:26:52 - You’re making someone else richAnd 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/

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 disaster00:03:34 - Peeing yourself in front of the board00:05:40 - What went wrong with the metrics00:08:13 - Living in spreadsheet hell00:10:09 - Getting help with your data00:12:06 - Ask for help, not a miracle00:15:01 - When the data doesn’t exist00:18:00 - The CS leader as CSM to the team00:23:27 - Weekly rituals that save your ass00:26:57 - You don’t get a safety net00:34:23 - Why CSMs should know their numbers00:38:56 - Leading with kindness and humilityAnd 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/

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 SOPs00:01:21 - Reunion in Mississauga00:04:04 - Margarita mayhem and ketchup chips00:06:24 - New job, new role, new challenges00:07:58 - The cost of half-baked process sharing00:10:26 - Documentation as onboarding lifeline00:14:35 - How to document without losing your mind00:19:03 - Holding your team accountable to SOPs00:24:57 - From “I think” to “I know”: Building trust00:29:08 - When you finally experience product valueAnd 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

🎧 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 MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

We F*cked Up, So You Don't Have To: Episode 2 - The Renewal Red Flag RumbleUh 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!Mentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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!Mentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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!

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 - Intro00:03:30 - When the customer takes the wheel00:05:59 - Even senior leaders fall for it00:07:49 - Holding your ground in tough calls00:09:06 - The client who knew better (but didn’t)00:12:13 - Faking confidence vs. building trust00:17:08 - When big accounts push too hard00:25:59 - Which outcome framing works best?00:29:22 - Key takeawaysAnd 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/subscribeMentioned in this episode:Subscribe to The Segment!The tech news you need. ...and some you don't.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTVCome Shop the LTV Store!LTV Shop

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 - Intro00:02:03 - Owning your mistakes as a CS leader00:04:44 - The email disaster that exposed a flaw00:07:04 - Feature training vs. real value realization00:10:26 - The challenge of proving ROI in renewals00:13:25 - Why CS teams struggle with product feedback00:17:18 - The telephone game of customer requests00:20:50 - When you can’t use the product you support00:25:20 - CS enablement vs. sales enablement gaps00:29:54 - 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/subscribeMentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSegmentSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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 - Intro00:01:07 - First male guest with big ideas00:03:18 - The story of a perfect churn00:12:53 - Budget assumptions and surprise churn00:15:42 - Stakeholder change and shifting priorities00:19:55 - Transparency and learning from churn00:22:00 - The importance of tracking churn reasons00:28:30 - Drafting a churn ICP00:32:18 - Key takeaways from the churn discussionAnd 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/subscribeMentioned in this episode:Subscribe to The Segment!The tech news you need. ...and some you don't.SegmentSegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV

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 - Intro00:03:07 - The farmer’s mentality and AI reliance00:03:51 - Blind trust in AI and its risks00:04:52 - AI-generated emails: Overkill or useful?00:06:17 - Lazy habits and losing the spark in CS00:08:16 - Correcting AI: A time sink or necessary evil?00:09:11 - Striking a balance: Creativity vs. automation00:11:00 - The myth of the perfect CSM00:14:49 - Personalizing customer interactions with AI00:17:05 - Handwritten notes and meaningful gestures00:19:37 - Rethinking customer engagement strategies00:22:15 - Direct meeting invites: Bold or intrusive?00:24:23 - Non-responders and alternative approaches00:27:03 - 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/subscribeMentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.SegmentLTV Shop

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 - Intro00:02:08 - Overlooking SMB accounts00:04:34 - The allure of enterprise clients00:06:00 - Reframing SMB value00:09:14 - Lessons from enterprise pitfalls00:13:16 - Melanie’s mid-market insights00:18:41 - The power of customer praise channels00:23:03 - Adjusting standards for SMBs00:30:37 - Building scalable customer communities00:33:47 - Wrapping upAnd 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/subscribeMentioned in this episode:LTV ShopAdvertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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 - Intro04:00 - Preparing for challenges in new places04:46 - A funny identity mix-up06:43 - Misjudging customer assumptions07:32 - The cost of avoiding hard conversations12:25 - Learning to manage compassionately19:02 - Action-Impact-Do feedback framework20:16 - Navigating feedback to superiors23:11 - Balancing respect and accountability24:38 - Setting boundaries with difficult peers27:08 - Standing up for yourself29:39 - Building confidence in tough moments32:26 - Addressing disrespect head-on37:01 - Data-driven conversations38:28 - Feedback is a giftAnd 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/subscribeMentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.SegmentLTV Shop

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 - Intro00:02:20 - When champions become obstacles00:05:00 - Red flags in champion relationships00:08:40 - Trust issues with champions00:11:15 - Strategies to bypass gatekeeping00:14:30 - Building trust early on00:18:10 - Personalizing customer interactions00:21:30 - Overcoming personality mismatches00:25:50 - Key takeaways from the episode00:28:00 - Wrapping up the menage a troisAnd 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/subscribeMentioned in this episode:LTV ShopSubscribe to The Segment!The tech news you need. ...and some you don't.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV

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 - Intro00:01:04 - Stino’s frustration with AI-generated resumes00:02:33 - ChatGPT fails: authenticity is key00:05:06 - The power of personalizing applications00:07:09 - Highlighting relevant, accurate experiences00:11:54 - Transferable skills vs. exaggerations00:16:31 - Red flags: too much self-focus on applications00:21:00 - How DMs can hurt your application00:25:56 - Respect goes both waysAnd 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/subscribeMentioned in this episode:Subscribe to The Segment!The tech news you need. ...and some you don't.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV

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 generation00:01:18 - Defining change management challenges00:02:45 - The pitfalls of lacking product expertise00:05:41 - Navigating difficult customer onboarding00:11:54 - Tailoring training to different generations00:13:36 - Gen Z’s confidence backfires in onboarding00:16:18 - Tips for managing successful product adoption00:20:32 - Don’t be afraid to ask the tough questions00:21:38 - Pro tip: just ask whyAnd 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/subscribeMentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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 says00:00:20 - Intro00:01:06 - Boob sweat00:03:14 - Too little personalization: The check-in email fail00:05:08 - The art of customized emails00:07:13 - Balancing efficiency and personalization00:09:43 - Too much personalization: The cupcake incident00:11:10 - Finding the right level of personalization00:13:16 - Personalized communication setting the tone00:16:02 - Starbucks gift card snafu00:19:24 - Alternatives to endless Zoom meetings00:21:04 - The experiment: Picking up the phoneAnd 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 MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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 trust00:00:14 - Welcome!00:01:03 - Stino’s superhero analogy00:02:14 - Melanie’s first big mistake00:03:30 - Proof of concept gone wrong00:06:17 - Importance of early escalation00:08:59 - Stino’s emerging market mishap00:10:14 - Lessons in humility00:11:25 - Navigating company policies00:13:05 - Miscommunication during onboarding00:16:48 - Promises and roadmaps00:19:39 - Lasting impact of mistakes00:21:17 - Transparency and communication00:22:00 - 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 MediaAdvertise with LTVSubscribe to The Segment!The tech news you need. ...and some you don't.Segment

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 success00:01:11 - Onboarding mishaps to avoid00:03:16 - Trust but verify: handling sales handovers00:05:04 - Always have a checklist!00:05:50 - Preparation: knowing your client’s story00:07:04 - Quit pushing features & listen to priorities00:10:03 - Handling overwhelmed clients00:13:57 - Pause: Don’t monologue during calls00:16:01 - Setting clear expectations and next steps00:19:19 - Dealing with difficult clients00:21:53 - Treat onboarding like a first date00:22:27 - Key takeaways for effective onboardingAnd 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.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV