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. 💋