Great companies aren’t born—they’re made. They don’t just happen. They happen because their leadership is intentional. They become great because they do something different, or because they do something differently than anyone else.
Rackspace manages hosting solutions for their clients. That, in and of itself, isn’t necessarily unique. So, what is it about this company that took them from $0 in revenue in 1999 to a company approaching $1 billion today? And why do nearly half of Fortune 100 companies look to Rackspace for their hosting needs?
The simple answer is that Rackspace makes three promises to clients—and backs them up with Fanatical Support® (Yep! They were serious enough about the concept that they registered that phrase.)
If a company’s systems go down, they are dead in the water. That’s why Rackspace makes three measureable promises to their clients:
- Your hardware will be fixed or replaced in one hour—or it’s free.
- When you call us, your phone call will be answered in three rings or less.
- Your problem will be fixed within one phone transfer.
How do they keep these promises?
For starters, Fanatical Support® isn’t just a nice-sounding marketing slogan. They have a culture that rewards outstanding, fanatical support. Employees vie for the coveted “Straightjacket Award.” Over-performing employees have their picture taken while strapped into a straightjacket and the picture appears on the company’s “Straightjacket Wall of Fame.”
Over-performing managers can earn a week’s use of a company-owned BMW convertible. While driving the car, they repeatedly explain how they earned the privilege of driving—reinforcing the importance of fanatical support—both inside and outside the company.
But there’s more than just recognition at play. Rackspace also provides in-house, university-style educational opportunities (which result in latest certifications for software platforms such as Linux and MySQL) for employees.
In addition, Rackspace assigns a team of people to each customer that includes a leader, an account manager (main point of contact), several technicians, and billing and accounts receivable specialists.
What makes Rackspace great? They make measureable promises to their customers. They provide systems that ensure delivery on those promises. And they train and motivate their employees to deliver on those promises.
Maybe offering the use of a BMW convertible is out of reach for you company, but what steps can you take to motivate and equip your employees to offer outstanding service to your customers?
If you want to know more about what makes Rackspace different—and successful, contact me and I’ll be happy to share more about their fanatical commitment to customer service.
Need help growing your business? With over 35 years of experience and thousands of companies assisted, Chuck Kocher and The Transformation Company can help you scale your business into a truly exceptional business capable of high growth strategies. Businesses are always changing, don’t let yours be left behind. Stand out with our business and executive leadership programs – designed to challenge and improve your business. Your business will thank you for it. Contact me today for a free consultation! 719-339-9505