Atmos Energy 2013 Annual Report Download - page 17

good job getting ahead of the need for
modernization. Atmos Energy’s own
infrastructure is strong, safe and ready to
support more natural gas customers.
Atmos Energy has a unique culture.
How does culture play a role in the
company’s success?
Culture is going to trump strategy every
time. You have to give employees more
than just a paycheck, because they’re
looking for more than money. We have a
culture that is worth belonging to. Every
company has a business plan or a nan-
cial plan, HR plan or strategic plan. But,
most of them don’t have a culture plan,
because they don’t know how to create it,
live it and measure it. We do.
Central to the company’s culture is
AtmoSpirit. Why is it so important to
success?
People are mystied by AtmoSpirit.
ey have absolutely no idea how we
can invest in that program and take the
time that we dedicate to it. You might
think that’s the so stu but, in reality,
that’s the gray matter. It is integral to our
success, and our results prove it works.
In 10-year stock returns, Atmos Energy
ranks with Exxon Mobil, AT&T, Coca-
Cola, Johnson & Johnson, the Dow, S&P,
JPMorgan Chase and GE. Much of our
success has to do with AtmoSpirit.
Atmos Energy seems to focus more on
outcomes than on financials.
We do. If you get the right results the
right way with the right people—because
it’s the right thing to do, then you’re
going to be successful, and the numbers
usually take care of themselves. Now,
that’s not to say we don’t maintain a keen
eye on our nancials. Nevertheless, we
don’t judge our performance by numbers
alone. Real outcomes are much more
about how we operate, the opportunities
we create, the people we serve and the
returns our shareholders earn from their
investments.
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results >>
ABOVE: Atmos Energy emphasizes ex-
cellence in customer service. Foremost
is the selection and training of our
customer service representatives, who
handle up to 2,000 calls an hour at
our two domestic call centers in Am-
arillo and Waco, Texas. In fiscal 2011,
the company opened a new state-of-
the-art call center in Amarillo. In fiscal
2013, a team involving hundreds of
employees completed installation of
a new customer-service, billing and
dispatch software system.
LEFT: Supporting communities is an-
other major point of continuity during
the past 30 years. Atmos Energy
generously supports the United Way,
energy assistance programs, Habitat
for Humanity, chambers of commerce,
disease prevention and treatment
campaigns, and many local appeals.
An important area of support is public
education and literacy. Inside Dallas’
largest shopping mall, Atmos Energy
sponsors the Dallas Public Library’s
Bookmarks branch, where children
are entranced by librarians, storytell-
ers and performers through the magic
of reading.