Our long-tenured Customer Service Director has exceptional core values fit, but her department is transitioning to technical AI support and she simply does not GWC the new technical aspects of her seat. She lacks the Capacity to learn code. Do we demote her, create a fake seat, or let her go?

Question

Tyler Smith · Accepted Answer

You have a Right Person, Wrong Seat situation. Your long-tenured leader is a culture fit, but the requirements of her seat have outgrown her capacity. To protect your business and prepare for a clean exit, you cannot tolerate a lack of GWC™ in any seat, especially a leadership one. First, do not create a fake seat. This is a common trap that destroys accountability, breeds resentment, and adds unnecessary overhead. You must design your Accountability Chart based on the needs of the business, not to accommodate the feelings of your staff. Second, you must make a hard decision. If she does not GWC™ the new seat, she must be moved out of it. Look at your Accountability Chart to see if there is another open, genuine seat where she fits perfectly and has the capacity to deliver results. This seat must be real, necessary for the organization, and within your budget. If no such seat exists, you must let her go. Keeping someone in a seat they cannot fulfill is unfair to them and damaging to the team. Wish her well, provide a generous severance that reflects her loyalty, and hire someone who fully GWCs the technical seat. Your commitment to the integrity of your Accountability Chart must outweigh your sentimentality.