Always listen to your client. That does not mean your client is always right.

Always listen to your client. That does not mean your client is always right.

Thank goodness my Uber driver listened to me. More on that in a minute. Listening. Leading. And knowing when to check the GPS often leads to the best result.

When a client says something that doesn’t quite connect, the worst move is to nod enthusiastically and run with it. The better move? Ask smart, strategic questions. 

The answers are usually hiding inside the questions.

Have a real conversation. Expand on their thinking. Pressure-test assumptions.

Often the client is right, they can see the bigger picture, that’s your confirmation. Lets face it salespeople are looking on how their product or service fits in.

Other times, the real value you bring is the courage of your conviction, using data, experience, and fresh perspective to guide them out of their comfort zone and toward a better outcome.

Client relationships aren’t built by saying “yes” 100% of the time.

They’re built when clients know:

You’re listening

You’re thinking

And you’re willing to challenge assumptions in the service of long-term success.

They can count on you

That’s how trust is created. That’s how solutions are co-created.

Now, back to my Uber driver.

Last night, my wife and I were Ubered to a concert. Great driver. Clean car. Easy conversation.

Important context: I’m a terrible driver with an even worse sense of direction. I should never give directions to anyone. Ever. But this was a last-ditch moment. 

We needed to turn right. He was going straight. Instead of saying“TURN HERE, I said, “Can you take a quick look at your GPS? I think we’re supposed to turn.” 

He checked. “Oh yeah.” Perfect timing.

A minute later, we were near the venue, he almost drove past the entrance. I asked him to check the GPS again.Thank goodness he listened. We arrived on time.

Lesson: Listening doesn’t mean blindly following. It means staying open, checking the data, and adjusting when it matters.

If you made it this far, the concert we saw Herb Alpert.

He’s 90 years old. Incredible show. The music was great, but his storytelling and audience interaction between songs? A masterclass in engagement.

Some things never go out of style.

Listening. Leading. And knowing when to check the GPS often leads to the best result