I’m writing this from San Antonio, where the team and I are doing some culture work for our dear client, Rackspace.
What does this have to do with the cartoon? Everything.
Rackspace’s whole business model is built on their idea of “Fanatical Support”.
i.e. We go the extra mile, and we do it intensely, on a human level.
And that is pretty much what allows them to survive. That is their point of difference in the market, that is the thing that allows them to partner with world class companies, allows them to have world class companies as customers.
The thing is, this level of support can’t be done with an algorithm. It needs personal accountability, and not just legally, not just for career reasons,
It requires what we at gapingvoid call “Emotional Accountability”.
i.e. We want to solves this problem not because our boss told us to, not because there’s a piece of paper telling us that we have to, but on some level, we are emotionally involved.
And as more and more jobs are replaced by computers and robots in the future, this “Emotional Accountability” will become more and more important to humans who want to thrive in the workplace.
And no, it’s not a burden. It’s a gift.