The workday had long ended. And yet, a Rackspace support agent—a “Racker”—continued to troubleshoot an elusive customer problem. Offhandedly, she heard the customer mention that he was hungry.
The product problem was a difficult one—with no easy answer in sight. But, the hunger problem? That was something the Racker could fix. So, she did. She ordered a pizza, without telling the customer, and had it delivered straight to his office.
For many companies, a multi-hour support call without resolution might signal the end of a customer relationship. For Rackspace, the call solidified the relationship.
Rackspace is a cloud-computing company. That night, however, the product that really mattered was customer service.