June 21, 2012

1 Min Read
Racker Empowerment: Inside Rackspace Fanatical Support

By samdizzy

Lawrence Reyes

Larry Reyes, a Rackspace ambassador of culture affectionately known as SugarBear, is addressing the Rackspace Partner Leadership Council — speaking to about a dozen VARs, MSPs, digital marketing agencies and cloud integrators. The conversation reveals how Rackspace (NYSE: RAX) has built a Fanatical Support culture where all employees have autonomy to do what’s right for cloud services customers.

Among the points Reyes made:

  • A quick overview of Rackspace’s founders. I’ll write a separate blog update about that a bit later.

  • David Bryce is considered the Godfather of Fanatical Support, pushing the cloud services provider to ensure all employees are empowered to support customers.

  • Rackspace, led by CEO Lanham Napier, still considers itself a blue collar organization, where every Racker can roll up his or her sleeves and vet ideas in a collaborative way.

  • So far, Reyes hasn’t mentioned web hosting, cloud services or any products. All he’s talking about is culture and customer service and rallying around the Fanatical Support cause.

  • Because Rackers (Rackspace employees) work in relaxed settings, they are better able to focus on customer support.

  • “What we all want is to be valued members of a winning team on an inspiring mission.” — the rallying quote within Rackspace.

  • Rackspace leverages the book “Now, Discover Your Strengths” to better understand individual team member strengths. Also, Rackspace lives and breathes the Net Promoter Score strategy, as covered in the book “The Ultimate Question.”

  • Rackspace core values include: Fanatical support in all we do that creates customer experiences that create an emotional attachment; results first with substance over flash; committed to greatness; passion for our work; full disclosure and transparency; treat fellow Rackers like friends and family.

Check back for more updates every few minutes.

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