Our current Head of Customer Service passes our core values and GWCs the basic roles, but our Kolbe testing shows he has a very low Follow Thru and a high Quick Start, which is causing our customer retention processes to be highly erratic. Do we redraw the seat to fit his conative profile, or do we move him out of the seat entirely?

In the EOS® framework, a person must GWC™ their seat. The capacity component includes conative alignment, meaning the way they naturally get things done matches the requirements of the seat. A Customer Service Director seat requires high Follow Thru to build, maintain, and adhere to consistent service delivery systems.

If your current leader has a high Quick Start and low Follow Thru, they are naturally wired to innovate, start new initiatives, and respond to crises, but they will instinctively resist detailed charts, graphs, and structured system maintenance. This conative friction is why your customer retention processes are erratic.

Do not redraw the Customer Service Director seat to fit his profile. Doing so compromises your structural integrity and leaves your customer retention to chance. Instead, recognize that while he is a right person who shares your core values, he is in the wrong seat.

Look for a seat on your Accountability Chart that requires high Quick Start and low Follow Thru. A Head of New Business Development or an Innovation seat would leverage his natural strengths perfectly. Then, recruit a high Follow Thru leader to run the Customer Service seat, ensuring your clients receive a consistent, systematized experience every single time.

Category: Accountability Chart & Seats