A Fanatical Short Story

At Rackspace we live and breathe Fanatical Support, it’s what gets us out of bed in the morning!  Whilst we use Net Promoter Score as a measure for how well we are doing against our mission to be the World’s greatest service company, our service is best demonstrated through the stories we’ve collected over the years that show what it actually means for our customers.

The story that to me really symbolises Fanatical Support, took place in a coffee shop in Central London a few months back. Suited and booted in their finest Rackspace shirts, three Rackers from our Intensive support segment were stopped by an American guy who recognised our logo.  He explained he was a Rackspace customer and had recently experienced some technical difficulties with elements of his solution.  Whilst the Rackers were not able to help straight away,  they made a call and set up a meeting for later that week and the customer left that coffee shop knowing that his troubles would soon be dealt with.

The reason why I love this story is because those Rackers  were in the coffee shop to pass the time before presenting our entry for the National Customer Service Awards to a panel of judges.

The good news is, not only did we go on to win ‘Front Line Customer Service Team’ , we actually won the coveted top award ‘Customer Service Team of the Year’ – making us the  first organisation to win the honour two years back-to-back.

We have a whole host of stories similar to this that we love to tell, in fact, we love them so much, we have even dedicated a room to Fanatical Support in our new office the “Home of Fanatical Support”. If you have any similar stories displaying excellent customer service, we would love to hear them!