Fast Company on Joey Parsons, the man who made “Providing Fanatical Support” the mantra at Rackspace: “Bryce started with a few simple rules: Criticizing a customer is a firing offense. Be reliable. No news is not good news–communicate frequently with customers. Look for ways to exceed expectations and make customers say ‘wow.’ Remove hassles–make it easy for customers to do business with Rackspace. A few months later, the very first gift–a basket of sausages and chocolates–arrived from a customer. ‘It was a simple gift basket, but it convinced everyone that David was right,’ Yoo says.”
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