Our customer experience lead has a low Follow Thru score on her Kolbe assessment, which is causing our automated CRM client onboarding sequences to break down constantly. How do we address this seat alignment issue without losing her creative talents?

Question

Tyler Smith · Accepted Answer

This is a classic conative misalignment. Your customer experience lead is likely a perfect core values fit, and her low Follow Thru on her Kolbe assessment means she excels at spontaneous problem-solving and client relationships. However, a seat that requires maintaining automated CRM onboarding sequences demands high Follow Thru, which is the natural drive to create order, structure, and systematic processes.

You cannot change someone's conative wiring. If you try to force a low Follow Thru person to consistently manage detailed, step-by-step systems, they will eventually burn out and fail.

To resolve this, you must adjust the seats on your Accountability Chart. Keep your customer experience lead in a seat that leverages her natural strengths, such as client relationship management, issue resolution, and onboarding strategy.

Then, create a distinct support seat for CRM Administration and System Maintenance. This seat must be filled by someone with a high Follow Thru score who thrives on organizing, documenting, and maintaining systems. This person will be responsible for ensuring the automated sequences run flawlessly behind the scenes.

By splitting the creative client management roles from the technical system maintenance roles, you allow both individuals to operate in their unique ability. This keeps your rockstar employee highly motivated while securing your operational infrastructure.