support

Rackspace’s Social Media Support Team this week took home a silver award for Front Line Customer Service Team of the Year at the seventh annual Stevie Awards for Sales & Customer Service. The award is an awesome recognition of our passion for customers and Fanatical Support.

I’ve been at Rackspace for a while. People ask me from time to time to explain exactly what Fanatical Support is. Typically, I try my best to walk through the basics of our approach, philosophy, etc. The challenge has always been that it’s hard to do so without getting into the technical jargon. For most folks, this causes eyes to glaze over and typically buries the important information under a series of acronyms and such in the listener’s minds. So, recently, I’ve tried to find other examples – even outside of the Rack – to help paint the proper picture.

Each year here at Rackspace we all rally around an internal theme.  While a theme may be launched in a given year, our desire is not to forget about it the next year, but rather for it to become ingrained in our DNA.  In 2003 we wanted to make great strides in focusing on our employees and that spawned “Project Racker” (Rackers=Rackspace employees). Today, our business model is designed around our employee engagement and desire to make this the greatest place to work.  Another year we got excited about promoting  “Rock Solid Fanatical Support” in everything we do, and we worked very hard to lay a solid foundation to serve our customers.  Each goal doesn’t go away, but instead becomes a part of how we think and plan.

I had to call my cable company last week to sort out an issue with our service. When I called the support number, I was greeted by a machine.