🔥 The Unhinged Guide to Customer Success and Beautiful Chaos

Let’s be honest. Most Customer Success advice is as exciting as logging calls at 4 p.m. on a Friday. If you're here, you’re not looking for another playbook. You're looking for permission to get weird, break stuff, and actually connect with your clients.

I’ve spent years in CS balancing the line between “professional strategist” and “unhinged idea gremlin,” and I’m here to tell you: the unhinged side? That’s where the magic lives.

So if you’re ready to ditch the scripts, embrace chaos, and solve problems like a creative powerhouse of possibility, then buckle up, hunnies.

Here are my five-steps for customer (and you) success.

🧪 Step 1: Do Your Homework (But Make It Human)

Before you jump into a call, do your job: research. Not the boring, checkbox kind. The actually useful kind. Google the company like you're about to date them. Stalk their product. Learn their industry. Ask ChatGPT to explain what your client's company does as if you're a middle schooler (yes... I have done this with great success).

Why? Because people can smell a generic convo from a mile away. They've come to you because they hope you can solve their problems and not because they care about you getting credit for having engaged with them that month (hashtag I said what I said).

Showing up with actual knowledge and real curiousity about your client’s world shows you give a sh*t and that makes people want to talk to you. And when people want to talk to you? Boom: trust, connection, and way better outcomes.

🧠 Pro tip: Research isn’t about data points or proving you know facts about your client's company. It’s about getting curious about the human behind the logo.

🗣️ Step 2: Ask a Billion Questions (Channel Your Inner Chaos Toddler)

You know who’s great at discovery? Toddlers. Why? They ask “Why?” until your brain turns to applesause. Be that toddler.

Ask wild, open-ended, borderline-too-deep questions like:

“What are you actually trying to accomplish?"
“If you could wave a magic wand and fix one thing, what would explode?”
“What do your customers complain about at 2 a.m.?”

The more you ask, the deeper you go. Clients open up, insights pour out, and suddenly you’re not solving surface-level crap. You’re in there with your clients solving the real stuff.

💥 Hot stat: Open-ended questions can lead to a 43% increase in useful client feedback. Probably. (Also: they're more fun.)

🌀 Step 3: Try Some Weird Sh*t

Now the gloves come off. It's brainstorming time. And guess what! THERE ARE NO BAD IDEAS IN A BRAINSTORM, SWEETIE.

Throw it all on the whiteboard: glitter bomb onboarding kits, dog-themed email campaigns, quarterly customer tarot readings. Is all of it usable? No. But in the pile of weird is the seed of something brilliant.

Make space for your clients to get weird too. Co-create. Laugh. Challenge norms. This is where innovation lives - not in a stuffy spreadsheet, but in the messy middle of creativity and collaboration.

🎨 Remember: Creativity is a muscle. Stretch it until it screams.

🧭 Step 4: Present Options Like a Strategy Goblin

Take your brainstorm storm, clean it up a bit, and offer up your greatest hits. Show your clients the menu: bold, medium-bold, and just-a-little-bonkers. Give them choices that align with their goals, but don’t be afraid to highlight the spicy ones. Passion sells. If you’re excited about a wild idea, they will be too.

📊 Drop real numbers when you can: “This could save you 30%” hits different than “It’s a vibe.”

✨ Bonus: That weird idea from earlier? It might just become the idea.

🚢 Step 5: Set Sail and Steer Through the Chaos

Alright, sweet starfish. You’ve got buy-in. You’ve got a plan. Now it’s time to launch like a caffeinated squirrel on a mission.

Will things go perfectly? LOL, absolutely not. That’s okay. The trick isn’t avoiding chaos - it's EMBRACING IT.

Stay close to your client. Listen. Adapt. Course-correct when needed and without the panic. This is where your CS superpowers really shine.

🛠️ Your job isn’t to be perfect. It’s to stay in the game and keep showing up with ideas, energy, and empathy.

🎉 Final Thought: Let the Weird In

The best CS work doesn’t happen when you’re following someone else’s playbook. It happens when you show up as your whole, weird, brilliant self and create space for your clients to do the same.

So here’s your permission slip:

Embrace curiosity.
Say the weird idea out loud.
Bring the unhinged chaos.
Connect like a human, not a help desk.

The results? Unscripted, unforgettable, and wildly effective.

Stay weird. Stay unhinged. Delight on.

Let’s be honest. Most Customer Success advice is as exciting as logging calls at 4 p.m. on a Friday. If you're here, you’re not looking for another playbook. You're looking for permission to get weird, break stuff, and actually connect with your clients.

I’ve spent years in CS balancing the line between “professional strategist” and “unhinged idea gremlin,” and I’m here to tell you: the unhinged side? That’s where the magic lives.

So if you’re ready to ditch the scripts, embrace chaos, and solve problems like a creative powerhouse of possibility, then buckle up, hunnies.

Here are my five-steps for customer (and you) success.

🧪 Step 1: Do Your Homework (But Make It Human)

Why? Because people can smell a generic convo from a mile away. They've come to you because they hope you can solve their problems and not because they care about you getting credit for having engaged with them that month (hashtag I said what I said).

Showing up with actual knowledge and real curiousity about your client’s world shows you give a sh*t and that makes people want to talk to you. And when people want to talk to you? Boom: trust, connection, and way better outcomes.

🧠 Pro tip: Research isn’t about data points or proving you know facts about your client's company. It’s about getting curious about the human behind the logo.

🗣️ Step 2: Ask a Billion Questions (Channel Your Inner Chaos Toddler)

You know who’s great at discovery? Toddlers. Why? They ask “Why?” until your brain turns to applesause. Be that toddler.

Ask wild, open-ended, borderline-too-deep questions like:

“What are you actually trying to accomplish?"

“If you could wave a magic wand and fix one thing, what would explode?”

“What do your customers complain about at 2 a.m.?”

The more you ask, the deeper you go. Clients open up, insights pour out, and suddenly you’re not solving surface-level crap. You’re in there with your clients solving the real stuff.

💥 Hot stat: Open-ended questions can lead to a 43% increase in useful client feedback. Probably. (Also: they're more fun.)

🌀 Step 3: Try Some Weird Sh*t

Now the gloves come off. It's brainstorming time. And guess what! THERE ARE NO BAD IDEAS IN A BRAINSTORM, SWEETIE.

Throw it all on the whiteboard: glitter bomb onboarding kits, dog-themed email campaigns, quarterly customer tarot readings. Is all of it usable? No. But in the pile of weird is the seed of something brilliant.

Make space for your clients to get weird too. Co-create. Laugh. Challenge norms. This is where innovation lives - not in a stuffy spreadsheet, but in the messy middle of creativity and collaboration.

🎨 Remember: Creativity is a muscle. Stretch it until it screams.

🧭 Step 4: Present Options Like a Strategy Goblin

📊 Drop real numbers when you can: “This could save you 30%” hits different than “It’s a vibe.”

✨ Bonus: That weird idea from earlier? It might just become the idea.

🚢 Step 5: Set Sail and Steer Through the Chaos

Alright, sweet starfish. You’ve got buy-in. You’ve got a plan. Now it’s time to launch like a caffeinated squirrel on a mission.

Will things go perfectly? LOL, absolutely not. That’s okay. The trick isn’t avoiding chaos - it's EMBRACING IT.

Stay close to your client. Listen. Adapt. Course-correct when needed and without the panic. This is where your CS superpowers really shine.

🛠️ Your job isn’t to be perfect. It’s to stay in the game and keep showing up with ideas, energy, and empathy.

🎉 Final Thought: Let the Weird In

The best CS work doesn’t happen when you’re following someone else’s playbook. It happens when you show up as your whole, weird, brilliant self and create space for your clients to do the same.

So here’s your permission slip:

Embrace curiosity.

Say the weird idea out loud.

Bring the unhinged chaos.

Connect like a human, not a help desk.

The results? Unscripted, unforgettable, and wildly effective.

Stay weird. Stay unhinged. Delight on.

Commentaires

Join the Club (and let me email you)