Our new head of client onboarding is a great core values fit and has excellent industry experience, but their Kolbe index shows a very low Follow Thru, and our onboarding system is starting to fall apart. How do we adjust their seat's roles to account for this conative wiring without hiring a replacement?

Question

Tyler Smith · Accepted Answer

A low Follow Thru score indicates a natural resistance to creating detailed systems, organizing files, and adhering to rigid, multi-step procedures. If their seat on the Accountability Chart requires them to personally manage and execute highly structured onboarding checklists, you have a conative misalignment that will inevitably cause burnout and operational failure.

You cannot change an individual's conative wiring, but you can adjust how the seat's roles are executed. Instead of firing a great core values fit, look at how you can restructure the surrounding seats to support them.

First, redefine their roles on the Accountability Chart. Keep them focused on client relationship building, strategic kickoff meetings, and high-level problem-solving. These are areas where their low Follow Thru and high Quickstart or Fact Finder scores likely make them highly effective.

Second, pair them with an administrative support seat. This support seat must be occupied by someone with a high Follow Thru score who thrives on details, checklists, and system execution. The onboarding head sets the strategy and builds the relationship, while the support seat manages the CRM data entry and tracks the checklist items.

By split-tasking the workflow based on conative strengths, you preserve your talent, stabilize your client onboarding process, and maintain a highly functional Accountability Chart.