What is Peak Performance In Customer Service?
by Terry Power

What Does Peak Performance Mean In Customer Service?

Last year I was working at a conference in Adelaide. My schedule was such that I had already worked the day of my flight and when I arrived at my hotel after nearly six hours travelling (including taxi rides) I was feeling pretty tired. I knew I was working early the next day and so, feeling and looking very dishevelled, I was ready for bed. A fact that was easily transparent to even the most casual observer. At the hotel lobby I asked for my room, only to be told that there had been some ‘mix-up’ and my room was not available. I was primed and ready to become a disgruntled customer.

“Don’t worry Mr Power” Kylie said  - the employee from behind the service counter - “I can see your tired and this is my problem and I will sort it out”. Turning quickly on her heel she disappeared to return only a few minutes later. Handing me my card-key she flashed me a big smile and said “When you get to the room I’ve allocated you, I hope you find it to your satisfaction”. I did. To say the room was spacious would be a gross understatement. It was plush, well-appointed and huge (my whole family could have had a disco in it – and I have five kids!). 

Laying back on the enormous silken covers, I was feeling pretty chuffed. Just then all of the phones rang (there were three), it was Kylie. “Everything to your satisfaction Mr Power?”

 The way I see it, that hotel employee handled what potentially was a disgruntled customer, as a peak performance. Now, I don’t know whether or not it is company policy to automatically give an upgraded, richly appointed room to any dishevelled and disgruntled customer that looks ready to explode. I suspect not. But I do know that the way I was treated reflected favourably upon the entire hotel.

 So what is a customer service peak performance?

Peak performances are those times when an employee goes that extra mile as a matter of choice. Kylie chose to take ownership of the problem. She chose to give me an upgraded room and she chose to follow up. I believe Kylie would still have her job at the same salary level had she not done any of these things – Indeed, I have experienced very different receptions at the same hotel chain (that is why I have declined from naming the hotel). Fortunately for me she chose otherwise.

 Peak performance, then, is a matter of choice. It is that discretionary behaviour between the minimum accepted and the maximum possible. Employees in the service industry have an enormous degree for scope in the area of discretion.  In other words, there is plenty of opportunities to go the extra mile. It is this desire to rise above the ‘just-enough’ behaviour  that encapsulates the peak performer. It is a commitment to their job and their organisation.

 The effective manager recognises that whilst the success of their business is not in the lap of the Gods, it comes close to being in the laps of their employees. Just as we cannot legislate to make people treat each other fairly, neither can we put rules in place to ensure customer service excellence. In the final analysis, the success of any service organisation relies on the discretionary behaviour of its employees.

 3. Specific Actions for Today:

 Creating employee commitment to peak performance does not happen by default. It needs to be fostered, acknowledged and encouraged. Some things that you can do to begin the process:

 Today: actively seek an employee doing the right thing and acknowledge them for it.

This week: listen to an employee’s ideas on going the extra mile – and then support them in doing so.

This Month: lead by example. When dealing with your employees, you go the extra mile for them.