We have restructured our customer success seat to require heavy data analysis and automated chatbot management. Our current manager loves the company and wants the seat, but she does not have the technical skills. How do we determine if this is a training issue or a GWC failure?

Question

Tyler Smith · Accepted Answer

To determine if this is a training issue or a GWC™ failure, you must analyze the capacity aspect of the GWC™ tool. Capacity is not just about having enough hours in the day; it also includes the mental capability, emotional capacity, and conative wiring required to perform the roles of the seat. Start by assessing her conative profile using the Kolbe Index. If her natural method of operating shows a strong resistance to systematic processes and detailed research, she does not have the conative capacity to manage complex data systems and chatbot workflows. No amount of technical training will change her natural striving instincts. It will only frustrate and burn her out. However, if her conative profile aligns with the seat's requirements, and she simply lacks the technical knowledge, it is a trainable skill gap. In that case, create a clear ninety-day development plan with specific milestones. If she fails to meet those milestones, or if the assessment proves she lacks the natural conative capacity, you must make the hard call. She does not GWC™ the seat, and you must find a better-fitting seat.