Our Operations Manager is a close family friend who has been with us since day one. He is a great core values fit, but he clearly does not have the capacity to manage our new, larger structure. How do we make this Right Seat call without ruining our relationship?

Question

Tyler Smith · Accepted Answer

This is one of the hardest calls a business owner has to make, but keeping a loved one or friend in a seat they cannot GWC will eventually destroy both the relationship and your company. You must approach this with absolute transparency, using the EOS® tools to remove the emotion.

First, use the GWC tool. Have a private, honest conversation with him. Share the roles of the upgraded Operations seat on your current Accountability Chart. Ask him if he honestly gets it, wants it, and has the capacity to do it at this new level of scale. Often, when confronted with the actual expectations, the individual will admit they are overwhelmed and relieved to talk about it.

Second, if he does not GWC the seat, you must make a Right Seat call. Because he is a perfect core values fit, your goal is to find a Right Person, Wrong Seat solution. Look at your Accountability Chart for another seat where his skills and passion align. He might be an exceptional individual contributor in customer service, project management, or sales.

If a suitable seat exists and he GWCs it, transition him to that new role with clear expectations. If no such seat exists, or if he refuses to step down, you must transition him out of the business. Continuing to let him struggle in a seat he cannot handle damages team morale and puts your exit plans at risk. Handle the transition with dignity, respect, and generous transition terms, proving that you value both his past contributions and your relationship outside of work.