“You’re solving… before you understand.”
Here’s something that looks like strong ownership…
but actually creates bigger problems:
Customer raises an issue → you jump into solution mode.
Something breaks → you try to fix it immediately.
Feedback comes in → you act on it right away.
Feels proactive.
But most of the time?
It’s premature.
Because when you solve too early… you miss the real problem.
And that creates 3 issues:
👉 you fix symptoms instead of root causes
👉 you create extra work later
👉 and you lose credibility when it doesn’t hold
Because speed isn’t the goal.
Understanding is.
Strong CSMs don’t rush to solve.
They step back first.
They ask:
👉 “What’s actually happening here?”
👉 “What triggered this?”
👉 “Is this the real issue—or just the surface?”
That’s the shift.
From jumping into action…
To diagnosing with intent.
If you solve too fast…
you’re probably solving the wrong thing.
💬 Your turn: Where have you solved something quickly… and realized later it wasn’t the real issue?
🔚 Wednesday Insight
“Don’t be fast. Be right first.”