We have a department head who has been with us for eight years and is a complete cultural fit. However, they struggle with the strategic thinking required for our growth. They have the desire and the hours, but lack the cognitive capability to run this expanded seat. How do we handle this GWC issue?

Question

Tyler Smith · Accepted Answer

This is one of the hardest situations an owner faces. Your department head has high core values alignment, meaning they are a Right Person. They also have the hours and desire, meaning they Want It and have the physical Capacity. However, they do not Get It. Getting a seat means having the natural ability, cognitive capability, and mental wiring to intuitively understand the role.

As your business scales, seats grow. A seat that once required basic coordination now requires strategic forecasting and systems thinking. If a long-tenured leader has hit their ceiling, you cannot force them to Get It. You must be honest.

Keeping them in a seat they do not GWC™ is unfair to them and blocks your business growth. The recommendation is to separate the person from the seat. Have a candid, compassionate conversation. Explain that the seat has outgrown their current skillset. Because they are a Right Person, look at your Accountability Chart to see if there is a different seat where they can excel and fully GWC™ the role. If a suitable seat does not exist, you must make the hard decision to transition them out of the organization. Holding onto them out of loyalty will eventually cause your other high-performing team members to leave.