Mastering the Art of Success(^)
WRIGHT
So how did you begin your journey of helping organizations work to
build world-class organizations and teams that can compete in the
world today?
JOHNSON^
During my twenty-one years at AT&T, I had the privilege of serving
and selling to some remar kable companies in every imaginable
industry. Whether in my role as sales manager, branch manager of
sales, or customer care, I was an active observer and supporter of some
of corporate America’s most competitive and market-driven companies.
One such company was The Ritz-Carlt on Hotels. As a vendor, I
attended their quality training led by the CEO. Everyone left the
training with an understanding of why these “ladies and gentlemen
serving ladies and gentlemen” were the best of the best. It came as no
surpr ise when they received the Baldrige Award. To work with the
company during that period helped me understand what a world-class
distinction could mean for an organization and its people. There were
measurements, and empowerment of employees, and benchmarking,
and training, and a beautiful environment.
As I witnessed The Ritz-Carlton and my o ther customers that
pushed for the highest of standards, I noticed that beauty matters.
Think of the companies you consider world-class and you will have to
agree the facilities must look beautiful. These organizations are also
customer-focused—the customer is everything. They listen to the voice
of the customer as well as the voice of the employee. They seem driven
to provide the best in products and services imaginable. And you will
find that world-class businesspeople are continuously improving every
aspect of their business.
When I left AT&T and started my own company, I wanted to
continue working with and supporting customers who were in pursuit
of world-class status. I loved this world of continuous improvement
and b eing customer-focused. I knew that working with the best would
fo rce me to work on my own game. My drive was to continue working
with customers and individuals who wanted to succeed, who wanted to