The Three P’s of Performance – How to Uncover Each

Over the years the quest to determine what separates the best from the rest, regardless of industry and job level, has been fascinating. Countless individual coaching and group facilitation sessions have helped us draw the conclusion that there are three characteristics that exceptional sales, service, and management performers possess. We call them the 3P's of Performance - Passion, Persistence, and Personal Accountability.

Each P is connected to personal motives and traits. This means that they are inherently present. They cannot be developed through training and management intervention. However, through coaching we can make someone aware of the need to leverage the P's in order to expand performance. What this says to us is that these characteristics need to be a key consideration in the selection process. Businesses that seek individuals with the 3 P's have more successful, satisfied performers. Unfortunately, our experience indicates that few businesses incorporate characteristics like the 3 P's in their selection criteria. This is especially true when promoting individuals from within an organization. We see a more selective process for entry-level sales and service positions than we do for internal career path movement. Business Efficacy is relentless in recommending that our clients use the 3 P's as a fundamental basis for selecting future performers.

Here's how "BE" views the 3 P's and a few ideas on how to interview for each one:

Passion

Excellent sales individuals have a passion for achievement. They must excel to be satisfied. Excellent service individuals have a passion for making others feel better. They enthusiastically spread joy by finding ways to solve and assist. The best sales and service managers have passion for helping make others successful. They want to be the catalyst for others reaching their objectives. Passion is defined as conviction to an activity or a concept. It is measured by action, not words. Therefore, passion can be discovered in the interviewing process. Here are a few interview questions for determining the presence of passion:

• Give me an example from your last job when you felt the greatest personal satisfaction. What was it you were doing? Why did that bring you the most satisfaction?
• Describe for me a time when you felt you made a difference for someone else. What were the circumstances? How did you make this happen? Why was this important to you and the ones involved?

Persistence

Everyone has obstacles to overcome. Performers go on in spite of issues. They find ways to overcome barriers. The great performers are sought after to solve problems. They will not give up until a solution is discovered and implemented. These are the sales people who overcome price objections, commodity products, back office mistakes, economic downturns, new competition, reassigned territories - the list is infinite. These are the managers that get improved performance in spite of turnover, limited training, or stretch goals. These are the sales and service people that always get the right things done.

• Describe the toughest job situation you had to overcome. What was the situation? How did you address it? What was the outcome?
• Give me an example from your last job when you had to get someone to do something he/she did not want to do. What was the situation? How did you address it? What was the outcome?

Personal Accountability

The best separate themselves from the rest by being action oriented and taking ownership for their actions. They work with others, but are comfortable taking full responsibility for their own actions. Blame is not a factor. These individuals step it off and if things don't go as planned, they learn from it and take corrective action. When things do go right, they humbly accept credit and move on to the next activity. These individuals identify a problem and always suggest a potential solution. They take care of their "shop." These individuals build their reputation by what they do. Example interview questions for personal accountability:

• Describe a time when you had to make a tough decision. What was the decision? How did you make it happen? What was the outcome?
• What is your greatest job accomplishment? How did you make it happen?
• What is your most significant job disappointment? How did you handle it? What was the outcome?

Business Efficacy is resolute in our belief that managers will significantly improve the number of high performers in their businesses if they add the 3 P's to their selection criteria. All it takes is a few good interview questions and a keen listening and clarifying approach that uncovers behavioral examples of passion, persistence, and personal accountability. Past performance is a strong predictor of future performance.