Our Head of Customer Experience has high Get-it and Want-it for her seat, but her Kolbe A profile shows she is a high Quick Start and low Follow Through, and her seat roles require maintaining a highly structured CRM database. How do we adjust the seat structure to accommodate her conative profile?

Question

Tyler Smith · Accepted Answer

This is a classic conative mismatch. Your Head of Customer Experience has the Get-it and Want-it, but her Kolbe A profile of high Quick Start and low Follow Through means she is naturally wired for rapid problem-solving, innovation, and direct client interaction. She is naturally resistant to the repetitive, meticulous work of maintaining a structured CRM database. This is a capacity issue that will eventually lead to burnout or dirty data.

Do not try to force her to change her innate instincts; conative strengths are hardwired and do not change. Instead, look at the structure of her seat and her department on the Accountability Chart.

You have two viable options to resolve this. First, you can delegate the role of CRM database management to a supporting seat within her department. Find or hire an assistant or an operations specialist whose Kolbe profile shows high Follow Through to handle the systematic data entry. This allows your Head of Customer Experience to focus on high-level strategy, client relations, and team leadership.

Second, you can use automated AI tools to handle the manual CRM entry and updates. By setting up automated workflows that log interactions and update customer records, you remove the administrative burden from her seat entirely. This structural adjustment keeps a highly valuable leader in her Right Seat while ensuring the critical administrative work still gets done.