Improving the Work of the Company’s Employees with the Help of Public Works

In reviewing the case of former President, CEO, and founder of Ryla, Inc., Mr. Mark Wilson, I was able to distinguish several traits of his personality. Mr. Wilson appeared to have a Type “A” personality, characterized by an eagerness to achieve levels never seen before within call center management. Type “A” entrepreneurs tend to make starting a business their number one priority. The ambitons that drive them include taking high risks to make their visions a reality and succeeding in encouraging others to notice their levels of success.

Mr. Wilson also displayed traits of David McClelland's learned needs of achievement. It wasn’t easy for him to secure funding for his company because many capital firms passed up on his offers due to the high risk involved. Many firms took a conservative and hesitant approach, resisting investing capital into a business that could not provide any examples of revenues. Despite this hurdle, Mr. Wilson persevered and ultimately found the financial support needed to launch his organization from a company named SJF Ventures. They took a chance, providing $700,000 to help him get started. With this funding, he rapidly demonstrated that their investment was not a mistake, building Ryla into a state-of-the-art customer contact center like no other.

Taking everything into account, Mr. Wilson displayed a proactive attitude in his emotional intelligence ethos for the employees of his company. The work environment at Ryla was positive and nurturing. Mr. Wilson strongly encouraged an open-door policy, which allowed problematic situations to be addressed early before they would become more serious issues down the line. This policy empowered employees to be transparent about any concerns and enabled Mr. Wilson to receive constructive feedback to further improve the business. His management style was supportive and caring, always promoting excellent customer service. Mr. Wilson practiced socially responsible behavior by maintaining a balance between the company's economic interests and commitment to community service. He fostered team-building within his business and encouraged employees to contribute to charitable organizations of their choosing.

These many attributes showed Mr. Wilson's care for his employees, fostering a positive workplace environment. His abilities to motivate others and encourage success were top priorities. Mr. Wilson saw the opportunity to improve the way call centers are typically run and effectively implemented proactive approaches to reduce high turnover rates and prevent employee burnout.

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