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ACHIEVING PEAK PERFORMANCE™

A diliberate culture is the optimized blend of organizational direction, structure and efficiencies that supports employees in their quest to provide the best-of-the-best in quality products, personalized services and memorable long-term customer/guest experiences.

Deliberate Cultures are true accomplishments. They do not emerge randomly. They evolve systematically as products of six stages of development that comprise The Peak Performance Process. When successfully completed, each stage enables team members to gain support for the initiative, cooperate among themselves and achieve growth for the company.

A Deliberate Culture is the core around which a peak-performing organization revolves. It is the mortar that binds the best-in-class operation. Without it, plainly and simply, Peak Performance cannot be achieved. With it, The Peak Performance Process produces order, efficiency, engagement and even elegance.

To achieve peak levels and cultural synergy, each stage in The Peak Performance Process is leveraged against each foregoing stage until all stages are integrated and synergized, one with the other. The end product is not simply a linear function of stages (2 + 2 + 2 + 2 +2 +2 = 12), but a geometric function, where each achievement is multiplied by the next achievement (2 x 2 x 2 x 2 x 2 x 2 = 64).

This multiplier effect results in a level of organizational synergy and performance that simply cannot be attained otherwise. However, in the journey towards peak performance, any non-performing processes have zero value and will negate the possibility of achieving peak performance (2 x 2 x 0 x 2 x 2 x 2 = 0). It is only with a full complement of peak performance stages that the ability to create a peak-performing deliberate culture is achievable.

Please note: For your reading convenience, we use the term “customer/guest” to refer to all those who are the recipients of products, services and experiences in today’s economy. This includes patients, passengers, players, patrons and any other consumers. Ultimately, everyone is a customer. We append the guest designation because we believe the concept of “guest service” as practiced by the finest hotels is an honorable goal for which all organizations should strive.

Our Approach/Deployment

Customer/guest service often is the most important commodity being sold in an industry or company. Service often is the difference-maker in creating and keeping loyal customers, especially when similar products are available elsewhere. When customers/guests have an in-the-moment need, the service component can be the deciding factor in encouraging a patron to return rather than take their business elsewhere.

When you dine at a favorite restaurant, why is it your favorite? Because of the food?  The ambiance? The service? Or some combination? It used to be that “Product plus Service equals Success.” Now, however, chances are it is a geometric combination of all of the above, with the added element of “experience” –  Product times Service times Experience equals Success.

How do you encourage your employees to buy into service engagement, where they feel responsibility for delivering not only product and service, but also a high-quality experience? The first imperative is that staff be educated and trained to become the ultimate product, service and experience providers for your market. Leadership must model and convey the thought processes and mindsets that encourage employees to accept and nurture service engagement as their personal goals. Making “every experience, every time” memorable is the new paradigm for the 21st century.

Ference L&S counts among its many prestigious clients the world’s finest hotels, resorts, casinos, restaurants, retailers, leisure and entertainment purveyors, private airlines and other service-centric industries.