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

🚨 New episode drop: We Fucked Up So You Don’t Have To (#WFUSYDHT)With me 🤝 MelanieThis one came from a conversation we’ve both had way too many times.You know that feeling when onboarding is “going well”? The calls are happening, the deck looks clean, timelines are being followed, everyone is nodding along… and yet something feels off.I remember one customer specifically. We were ticking every box. Great kickoff, clear roadmap, solid follow ups. On paper, it was a perfect onboarding. But halfway through, I asked a simple question: “What’s been most useful so far?” And the answer was… vague. Polite. Safe.That’s when it hit me.We weren’t onboarding them. We were onboarding our process.And Melanie had the exact same realization in her own way. Different customer, same pattern. Everything looked structured, controlled, “best practice”… but the customer wasn’t actually getting to value fast enough. They were just being guided through something that made sense to us.That’s the trap.We think onboarding success is about delivering a flawless journey. But customers don’t care about your journey. They care about their outcome. And if they can’t feel that progress early, the whole thing starts to fall apart quietly.No complaints. No escalation. Just disengagement.In this episode, we unpack the five shifts that completely changed how we approach onboarding. Not in a theoretical way, but in a “we learned this the hard way” kind of way.We talk about why leading with your process is killing momentum, how personalization isn’t something you add later but something you start with, and why the best onboarding calls often feel less like a presentation and more like a conversation you didn’t over prepare for.We also get into quick wins. Because nothing builds trust faster than showing value early, even if it’s small. And we challenge the obsession with metrics. Because a customer completing onboarding doesn’t mean they actually experienced success.The biggest takeaway?If your onboarding feels smooth for you but unclear for the customer, you’re optimizing the wrong thing.This episode is basically us being honest about where we got it wrong, what we changed, and what actually started working once we stopped trying to be perfect and started trying to be useful.If you’re in CS, onboarding, or honestly anywhere close to customers, this one will probably feel very familiar.Curious to hear if you’ve had a similar moment where you realized things weren’t as “good” as they looked 👇

In the fast-paced world of customer success management, the pressure to retain clients can sometimes lead to less-than-ideal outcomes. In a recent episode of the podcast "We Fucked Up So You Don't Have To," hosts Stino Smet and Melanie Faye delve into the often tricky topic of customer renewals, sharing insights and real-life experiences that highlight the importance of understanding when to let a customer go for the greater good.Understanding the Renewal DilemmaThe conversation kicks off with a light-hearted exchange between Stino and Melanie, setting the stage for the serious topic at hand—renewals. The hosts acknowledge that while they are revenue drivers, the focus should not solely be on forcing customers to stay. Melanie emphasizes the importance of protecting revenue while also considering the customer's needs.Real-World ExamplesMelanie shares a personal experience of taking over an account that had seen significant turmoil, including layoffs and shifting priorities. Despite her best efforts to engage the customer, they simply did not have a use case for the software. She argues that renewing the contract would likely lead to the same issues down the line, creating a cycle of frustration for both parties.The Bigger PictureStino agrees, suggesting that sometimes, it’s better to let a customer go rather than prolong a relationship that isn’t beneficial for either party. He reiterates the saying, "If you love something, set it free," highlighting that a negative experience can tarnish a customer’s perception of the brand. He stresses the importance of considering the long-term relationship over short-term gains.Handling Offboarding GracefullyThe discussion shifts to the best practices for offboarding customers. Stino shares how he prefers to handle situations where a customer may not want to renew. By taking a more human approach—offering refunds or flexible cancellation terms—he aims to leave the door open for future opportunities. This method helps maintain a positive relationship, which can lead to referrals down the line.The Numbers GameMelanie raises an important point regarding the pressure from leadership to maintain numbers and protect revenue. This pressure can make it challenging for customer success managers (CSMs) to make decisions that are in the best interest of the customer. Both hosts agree that CSMs must document their efforts and communicate effectively with leadership to justify decisions made regarding renewals.Conclusion: Key TakeawaysThe conversation emphasizes that in customer success, the goal is not just to retain customers at all costs. Sometimes, the best decision is to let a customer go if it means preserving the integrity of the brand and the value of the service offered. By focusing on genuine relationships and understanding customer needs, CSMs can create a more sustainable and positive environment for everyone involved. The hosts encourage listeners to adopt a long-term perspective in customer relationships, as this can lead to better outcomes than simply chasing numbers.

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.

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.Takeaways2025 was a year of significant challenges and changes.AI has influenced how we approach change management.Social media can create unrealistic expectations for professionals.Maintaining a human connection is crucial in customer success.Over-servicing customers can lead to long-term benefits.Hiring processes require clear boundaries and objective criteria.Therapy can help in managing stress and anxiety.Learning from past mistakes is essential for growth.2026 presents an opportunity to apply lessons learned from 2025.It's important to focus on what we can control moving forward.

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.

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

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

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.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV

🎧 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!