Rackspace® has been operating from sunny Sydney, Australia since the 1st of March, 2006 – and I was fortunate enough to be offered the first position here following 3+ great years at Rackspace UK.
I’m excited to add a Racker voice from a 5th continent and share some of my thoughts on what Fanatical Support® means to us here, as we build our Army of Promoters Down Under!
The Rackspace Core Values reflect the importance of customer service in the Rackspace culture, but these values are just as important to the sales organization.
As a company, we have numerous strengths – a great network and data centers, countless awards and accreditations and a leading product portfolio. The funny thing is – when I ask customers why they chose Rackspace, they never mention any of this.
In fact, the single biggest reason why customers choose us is simply that our Rackers are responsive and keen to win their business. And of course this makes sense. How could you trust a hosting company to be responsive in a support situation if they’re not even responsive as a sales team?
Another point of difference is that we don’t over promise and under deliver. We have an honest approach and take the time to understand customers’ unique needs – fitting our services around them and not the other way around.
Without any slick marketing campaigns or PR, we’ve actually doubled our Australia & New Zealand business in the last year. This is largely through existing customer referrals and growth, which comes from doing the simple things right – substance over flash!
It’s an exciting time here as we build our reputation and move from being an underdog to a serious contender. The Rackers who help make this happen are without a doubt our secret sauce!
As an Enterprise BDC Manager, Mark was commercially responsible for the largest accounts at Rackspace UK. Typically these businesses were in the e-commerce, Software-as-a-Service (SaaS) or Digital Media markets and were largely or wholly dependent on their web sites. In 2009, Mark was offered an opportunity to return to Australia as Sales Manager for Australia/NZ with the goal of establishing Rackspace locally within the market. Within the first 12 months, the Australia/NZ business had more than doubled.
Photo Credit, Linh_rOm – Under Creative Commons License
