🚨 New episode drop: We Fucked Up So You Don’t Have To (#WFUSYDHT)

With me 🤝 Melanie

This 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 Dilemma

The 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 Examples

Melanie 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 Picture

Stino 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 Gracefully

The 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 Game

Melanie 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 Takeaways

The 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.