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.

• The lost, too-unhinged summer episode (RIP) and why this one’s the real S2 kickoff
• When 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 match
• Extra prep for “tooth-pull” customers: prompts, slides, and value-first agendas
• Why some leaders clam up 1:1 and open up in a group (status anxiety is real)
• Remember: you’re a value driver, not a doormat

• 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.

• We’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 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/

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/