High performance is a science and consistent attention to how well a person can improve on their tasks and building their skills. This requires you to have set aside time to identify key performance indicators for the role, but also, you will now need to establish your employee's current skill to form a plan to increase and build upon those strengths. This requires your coaching and- coaching is a do with process not a do to process or one time event. It requires an iterative approach to how the skill or talent could be further enhanced or developed. Because ultimately, it is these combination of skills and passion that drive higher engagement and customer experience.