We Fucked Up...and brought Xena Energy

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. 💋