Our Head of Client Experience fits our core values perfectly and gets her seat, but her low Follow Thru on the Kolbe Index means that critical details are constantly slipping during the client onboarding phase. How do we solve this GWC™ issue?

Question

Tyler Smith · Accepted Answer

When a valuable leader fails the capacity check due to their conative wiring, you have two choices: find a new leader, or adjust the structural boundaries of the seat. Since this person is a perfect core values fit and excels at the client-facing, high-relationship aspects of her role, modifying the structure is the smartest move.

Her low Follow Thru means she instinctively resists detailed checklists, repetitive documentation, and rigid scheduling. She is likely a high Quick Start who excels at saving client relationships and launching new initiatives. Forcing her to manage tedious onboarding data pipelines is a waste of her natural talents.

To solve this, look at your Accountability Chart and carve out a distinct, subordinate seat for an Onboarding Coordinator. This new seat will have five specific roles focused entirely on process execution, data integration, checklist completion, and timeline tracking.

This seat requires a high Follow Thru score on the Kolbe Index, meaning someone who naturally loves order and systems.

By pairing your high Quick Start leader with a high Follow Thru coordinator, you build a powerful, complementary unit. The leader focuses on the high-level relationship, while the coordinator ensures the operational train runs on time. This structural adjustment solves the capacity issue, protects your client experience, and keeps a valued culture fit on your team.