Our top-performing sales representative brings in half of our revenue, but he routinely ignores our CRM guidelines, skips our Level 10 Meetings, and treats the operations team with disrespect. He is in the right seat based on results, but he fails our core values. What is the EOS process for this?

Question

Tyler Smith · Accepted Answer

This is a classic Right Seat, Wrong Person situation, and it is the single most dangerous threat to your company culture and its future valuation. Even though he is producing high revenue, this individual is actively destroying the trust and alignment of your organization.

To resolve this, you must run your people through the People Analyzer tool. If his behavior consistently falls below your core values bar, you have a Wrong Person issue. The fact that he delivers results in his seat is irrelevant. By allowing him to bypass your CRM rules and skip Level 10 Meetings, you are sending a message to the rest of the team that performance excuses toxic behavior.

You must address this immediately. Sit down with him and clearly identify where he is failing to meet the core values. Give him thirty days to correct his behavior, and document the expectations.

If he does not show consistent, permanent change, you must fire him. Keeping a culture killer on your team will tank your enterprise value. Buyers look at team stability and operational discipline, and a toxic high-performer is a ticking time bomb. Removing him will empower your team and allow you to scale cleanly.