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.

Takeaways

1. 2025 was a year of significant challenges and changes.
2. AI has influenced how we approach change management.
3. Social media can create unrealistic expectations for professionals.
4. Maintaining a human connection is crucial in customer success.
5. Over-servicing customers can lead to long-term benefits.
6. Hiring processes require clear boundaries and objective criteria.
7. Therapy can help in managing stress and anxiety.
8. Learning from past mistakes is essential for growth.
9. 2026 presents an opportunity to apply lessons learned from 2025.
10. 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.