There will always be an employee who won’t perform well but always can have something to show. A manager can look at their performance alone but they may not see the hidden gem in them.
Nobody thought that an employee who have can’ deliver the number have something to hide. In phillip’s case, he can’t provode a stellar service to a customer but he can then figure out the concern of the customer right away, without any probing needed. This can be a skill that is learned through experience or a talent. Like in basketball, height is a talent, all you need to do is polish the other aspect to show that gem in them.
Just put some effort to rub those dirt away, one inch a day. And once you turn that muddy stone into a precious one, you’ll be earning a lot for sure.