We are integrating automated workflows and AI-powered tools across our operations, but our long-time Client Service manager is resisting the new technology. She is a great culture fit and does her traditional work well, but she claims the new automated tools are unnecessary. How do we run a GWC check on her?

Question

Tyler Smith · Accepted Answer

As your business evolves, the definition of what it takes to succeed in a seat changes. When you integrate AI and automation, those technical and workflow updates must be reflected in the roles of that seat on your Accountability Chart. If one of the roles for your Client Service manager is now to manage and optimize automated client touchpoints, then her ability to use those tools is no longer optional.

To run a GWC check, you must sit down with her and review the updated seat description. Ask yourself three questions.

First, does she truly understand the new automated workflow and why it is critical for scaling the business? That is the Get It. Second, does she genuinely want to work in an environment where AI handles the administrative heavy lifting? That is the Want It. If she actively resists the tools, her answer is no. Third, does she have the capacity to learn and manage these systems? That is the Capacity.

If she passes the Get It and Want It, but simply needs training, you have a capacity gap that can be solved with education. But if she fundamentally does not want to work with these new systems and prefers manual processes, she fails the GWC check for this updated seat. Keeping her in the seat will create an operational bottleneck and prevent you from capturing the valuation-boosting efficiency gains that buyers look for.