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Saying Goodbye To A Great Customer, And Great Friend

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Allen Stern was a long-time Rackspace customer. And he became a personal friend shortly after I joined Rackspace. Allen passed this last week, and our mutual friend Louis Gray wrote these words: http://blog.louisgray.com/2013/04/allen-stern-web-20-tech-blogging.html

I “met” Allen Stern on an escalated support call. At the time I was the Director of Software Development for what was then Mosso (a Rackspace company). Allen was a long-time customer – and he was a challenging customer. He was not a difficult customer – but he challenged us. I loved my many talks with Allen because he was trying to help us get better at helping him. So I was learning from him –Allen was always teaching if you were willing to learn.

As our CEO Lanham Napier has said more than once, “At every key point in the history of Rackspace, our customers have pulled us toward our future. Sometimes they pulled us kicking and screaming, but we went along. And that’s a big factor what accounts for the success we’ve had: great customers who pulled us and challenged us.”

Allen was one of those customers.

Allen had a lot of passion – and sometimes this caused people to think he was overbearing. I never did. I just thought he was someone that expected things to work, and when they did not he called me on it. Literally – at all times of the day and night!

Over time Allen and I met in person several times, and we developed a great friendship. We respected each other a great deal.

Allen knew that I had the voice of Rackspace leadership – and that we really cared – and he trusted me to effect change. We worked well together doing just that over the last five years, and I am thankful that I have a leadership team that encourages me to amplify voices. Voices like Allen’s.

I was pleased when I heard Allen sold CenterNetworks – I could feel it was causing him some stress. I was even more pleased when he moved to Austin and started to watch his health more.

Allen and I talked for hours on the phone, or on Skype – mostly about tech, but also about life. And what made us happy.

I was very saddened to hear of Allen’s death – and ironically his last Twitter post was calling out our customer support for an issue he was having. If you understood the relationship Allen and I had, you would understand how ironic that is – and why it makes me smile now, instead of making me sad.

It is like Allen is asking me just one more time to “just make ’it’ work.”

And that makes me smile, too. And I’ll keep pushing us Allen. Thanks for all your help throughout the last four-plus years. You were a great customer, and a great friend.

About the Author

This is a post written and contributed by Rob La Gesse.

Father of two, mother of none. Rob has lived across the globe. He has moved back to San Antonio more times than most people move. Now he's here to stay (so he says!) Rob loves fixing things which explains his backgrounds in medicine, software quality assurance and customer care.

Rob now heads up social media efforts at Rackspace. His passion is taking care of customers and he goes to great lengths to do so. From passing out his home telephone number on Twitter, to working around the clock to find customer solutions - Rob is what Fanatical Support is all about!

Connect with Rob on Twitter @kr8tr.


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  • Joan Seitz

    This message is for Rob La Geese.

    Rob, I just finished reading your post “Saying Goodbye To A Great Customer, And Great Friend- Allen Stern”. Allen was my nephew. I want to say thank you so very much for this heart-warming, wonderful post about Allen. It has been unbelievable the outpouring of condolences from near and far. It makes me proud.

    It is ironic that Allen decided to go down the right path with his life and get healthy and then to suddenly pass away. We are still all in shock over his untimely death.

    Our nephew left this world way to early and our nephew, and your friend will be sorely missed. It shows us just how short and precious life really is.

    Thanks again for your kind words.

    Take care and be well.

    Joan & Jeffrey Seitz

    • http://rackspace.com Rob La Gesse

      Joan, I am pleased you found my post. I am so sorry for your loss. Please let me know if there is anything I can help with.

      Rob
      210-845-4440
      rob@rackspace.com

  • Joan Seitz

    Thanks Rob, I really appreciate that.

    Be well & take care.

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