We recently automated our entire invoicing and billing department using AI tools, making our billing clerk seat redundant. We want to move this employee into a new client-facing coordination seat, but she is resisting the change and prefers her old manual tasks. How do we handle this right-seat call?

Question

Tyler Smith · Accepted Answer

This is a classic test of your core values, specifically the commitment to Grow or Die. When technology automates manual tasks, your team must adapt and elevate their value, or they will become obsolete.

Your billing clerk may be a right person in terms of culture, but she is resisting the new seat. You must run her through the GWC tool for the new client-facing coordination seat. Does she truly understand what is required in this new role? Does she genuinely want to interact with clients daily, or does she prefer back-office work?

If she lacks the desire or capacity for client communication, you cannot force her into the seat. Doing so will only lead to poor client experiences and employee burnout. You must have a direct, unsentimental conversation.

Explain that the manual billing seat no longer exists on the Accountability Chart. If she wants to remain with the company, she must embrace the change and commit to learning the new roles. If she refuses to grow into the new structure, you must part ways. Holding onto people who refuse to adapt will stall your operational efficiency and kill your momentum.