“You’re letting the client drive too much.”
Here’s something that feels customer-centric…
but actually weakens your impact:
Client jumps topics → you follow.
They bring random issues → you react.
They control the flow → you adapt.
Now—being flexible matters.
But when you fully give up direction?
You stop leading.
And you start facilitating chaos.
And that creates 3 problems:
👉 conversations lose focus
👉 priorities become unclear
👉 and value gets diluted
Because being helpful…
Is not the same as being in control.
Strong CSMs don’t just respond.
They guide.
They reset the conversation:
👉 “Let’s prioritize what matters most first.”
👉 “Before we move on, let’s close this topic.”
👉 “Here’s how I suggest we structure this.”
That’s the shift.
From following the conversation…
To leading it with intent.
If you’re always adapting…
you’re probably not leading.
💬 Your turn: Where have you followed the conversation… instead of actually leading it?
🔚 Tuesday Growth
“Control the flow… or lose the value.”