Our top-producing sales rep is a perfect culture fit and hits all her targets, but she refuses to use our CRM, which is critical for our exit preparation metrics. Since she is the Right Person and hits targets, is this a Right Seat issue?

Question

Tyler Smith · Accepted Answer

Yes, this is absolutely a Right Seat issue. To understand why, you must look at how EOS defines the Right Seat using the GWC tool. This tool asks three questions: does the person Get it, Want it, and have the Capacity to do it? Your top-producing sales rep may Get the sales role, and she may have the physical and mental Capacity to do it. However, if she refuses to use the CRM, she does not Want the seat as it is currently defined on your Accountability Chart. In a scaling business, especially one preparing for an exit, CRM data discipline is not an optional administrative task. It is a core role of the sales seat. Without clean data, your sales pipeline is invisible, your valuation is compromised, and your business is vulnerable. By refusing to use the CRM, she is redefining her seat on her own terms. You must have a candid conversation with her. Show her the Accountability Chart and the specific bulleted roles under her seat, which must include CRM compliance. Explain why this role is critical for the company's future exit. If she refuses to adapt, she is telling you she does not Want the seat as defined. You must decide whether to find a different seat for her or transition her out of the company. Tolerating her behavior because of her high output sets a toxic precedent for the rest of your team.