The “or” title of this post came from my visit to a local grocery chain where one day a fake haired, fake boobs, fake human BITCH pushed a nice little old lady because she was trying to find the olives her husband liked – and she was taking a bit of time to do so.

This fake human was in a hurry, on her cell phone, and evidently far too important to be kept waiting – and she SHOVED an elderly woman!

When I helped the woman regain her balance (and yelled at the fake human) the nice old lady looked at me and smiled, and said, “That’s ok, son.  Sometimes people are just no damn good”.  While it startled me to hear it come from her – I also realized it was a truism.  We see it in athletes, TV personalities, and many others.

Even in bloggers – ESPECIALLY in bloggers.

A recent case is when a mother lost a two year old child to drowning and reached out to her friends – her network.  Her support structure.  Those friends happened to be on Twitter, and this grieving mother was chastised and second-guessed by people that are “just no damned good”.  At a time this woman needed friends and support more than ever a small army of (mostly, from what I can tell), “I am a better mommy blogger than you are” fake humans attacked her and accused her of horrendous things.  Like causing her child’s death because she was on Twitter and not watching the child.

I’m sorry.  You can stick your “better than me” attitude right up your (choose an orifice).

A mother lost a child.  And “better” mothers were mean, and cruel and uncaring.

Sometimes people are just no damned good.

And shame on them for it.

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I’ve tried to keep my job off my blog – for the most part.

But trying to separate who I am from who I work for is silly.

This blog is NOT an official Rackspace property – want to make that clear.  Also want to make it clear that I do NOT want this blog to be a support channel for Rackspace.

And it doesn’t need to be.  For over a year I have shared my cell phone and personal phone numbers on Twitter.  If you are a Rackspace customer with issues, or a potential customer with questions – I want to talk to you.

You don’t need to be Techcrunch, or Chris Brogan to reach me – honest.  I am a phone call or an email away – and I will help you.  It is the favorite part of my job.  I LOVE helping customers.

But it ticks me off when people don’t know I am here – or think I am only here for “a-listers”.  I am here for ANYONE that is using Rackspace and has issues.  Or wants to use us but wants to learn more.  Or HAS used us, and wants to share why they left us.

I’m here – damn near 24/7.  I am here to help – and to make stuff happen.

If you need Rackspace, talk to me.  My job is talking to people just like you – be it support or sales issues.  I don’t have all the answers – but I have access to the people that do.

So here is my offer – if you need Rackspace – for any reason – ping me.  Ask me for help.  I LOVE to help.  Being helpful is why I show up every day.  It energizes me.  It makes me happy to be at Rackspace when I can be helpful.

There are many ways to contact me.  They are listed below.  But never be shy – include me.  I promise that I will help you as much as a person can.

Skype: rlagesse

AIM: mossorob

MSN IM: rlagesse@msn.com

Email: rob.lagesse@rackspace.com or rob@lagesse.org

Phone: cell – 210-845-4440 or my home number at 210-370-3861

GTALK – rlagesse@gmail.com

You don’t need to be an “a-lister” to get my attention – you just need to let me know you NEED attention.  And you need to be willing to let me help.

Rob

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I run Adium on my Mac.  Between AOL, and Yahoo, internal Jabber at work, Microcoft Live Messenger, and multiple GChat accounts, I have over 5,000 contacts.

And each day, at least once, sometimes many times, I get a spam IM.  How they get through security procedures on the platforms, I don’t know.  But sometimes they do.

I “always” just click “block” and close the window.

But several times over the last few weeks -  a “girl” – always with the same name followed by random and changing numbers – would send me messages.  They looked like spam.  So I blocked each of them in turn.

Until things turned.  The messages started to actually talk about things I did, or said.  Usually something I posted on Twitter, but sometimes a link to a comment I made on a random blog.

Then I got, “You need to mow your grass – but I do understand that is has been raining a lot, and your mower would trench the yard”.

Whoah!  This was odd.  While the person could have assumed that I needed to mow, how would “she” know that I have a large commercial mower?  Unless “she” knew me?

Still, I blocked the message as spam – just as I had the many others.

Until late last week.  I responded to one of the messages, “Who are you, do you know me?”

I received no response.  About 20 minutes later I clicked “block” on her message and went to make something to eat.  I almost immediately heard the “ding” sound informing me of a new message.

The message was simple, “To find me again, you have to block my IM – for I am.  You follow me on Twitter, but I don’t follow you”.

Aha!  I could narrow it down!  But there are about 2200 people that follow me.  And I follow under half of them.  So I couldn’t narrow it down too much.  But still – assuming she was a she, and that she lived near me, I could whittle the list down to about 60.  Based on those of the 60 I knew, or knew of – I got to 52.  I could have made a mistake here, but was pretty careful to only “remove” those I knew for certain weren’t the mysterious IM’er.

52 might as well be 500.  And then I thought, what if it is a friend just messing with me, or perhaps it is actually a guy?  The 52 seemed like a useless number.

Anyway, I blocked the latest account and didn’t hear? anything for a couple days.

Then I got a new IM that said, “Be honest and be rewarded – how large is your suspect list?  <50?  >50? >100? <500?.  Win a clue.”

I replied >50, then blocked the account.  It was now an amusing game.

Fifteen minutes passed before I got a new IM, from yet another account – it said, “Not good.  Not bad, but not good.  I’m two blocks away, at a place you like, but I’m leaving now”

OK.  There are four places within two blocks of me that I have talked about publicly (or checked into from FourSquares).  Three are VERY public places.  One is a quiet store where I am usually the only customer.

I replied back, “Did you enjoy your drink?”  – thinking this would narrow things down to two places.  I should have worded it better so it could have been narrowed to one – but I wasn’t that clever.

Same routine – blocked the account.  Woke up the next morning to this: “Drink was great. I’ve been reading your blog – five posts from APR 2007.  Are you IP-Savvy?”

OK – at this point I am pretty much having a good time with this entire game.  So my curiosity was really peeked.  Whomever this was had a sense of humor, and some tech savvy.

I replied back, “I see your IP. You humor me.”

Blocked.

Next day I went to both of the local bars I have been know to hang out in and connected to the open WiFi – and checked the IP address assigned.  < Bingo!  Had her/him!  Blanco Tavern.

Later that day I received a new IM that said, “Bet you figured it out.  But I am never there when you are, but am often in other places you are.”

Damn!  This was getting pretty interesting :)

So I wrote a private blog post.  I sent her a link, “Here’s what I’ve found, let me know if it is sound”.

Then I blocked her.

And watched for an IP address to hit that post (and yes, with Woopra, I can see in near real-time).  Just 8 minutes later someone was reading my private post – from the Lion and Rose Pub, just two blocks away (it was one of those IP addresses I had checked earlier).

I didn’t respond then – I didn’t want her/him to know that I was on to them.  I grabbed my laptop and keys and hit the door.

5 minutes later I was sitting on the patio – the lone patron outside that day.  And I opened my laptop.  I sent a simple IM back to “her”, “I am on your sub-net.  And I am on the patio. – Step out”.

Then I blocked her/him.

And waited, but just a moment.  The door opened, and the waitress came out.  She handed me a napkin with “DSL” written on it.  Said a woman (yes!) had asked her to give it to me, and that I would know what it meant.

I did – that is the “name” of my primary WiFi network at my house!  I paid for my drink and quickly headed back home.  As I pulled in front of the house, there was nobody in the driveway – just one car – up the street.  Tapping it’s break pedal.  I took it as a signal, and followed.

It was 1.5 blocks and a stop-sign ahead of me, but I rushed to catch up.  I didn’t – but I saw where the car went – Blanco Tavern.

I finally crossed the busy Blanco Road and walked into the bar – which is very dark, and it was very bright outside.  So I could barely see.

But I heard, “Hello, Rob.  That took you a while”

As I approached the table at the nearly empty bar I could finally make out the face of someone I had met before, but wasn’t sure where.

“Interesting game”, I said. “You play well.”

She laughed and professed that she didn’t mean to get “caught” just yet.  Yes, she was attractive, and yes, she was younger than me.

“I don’t recall where I met you – I’m sorry”, I offered.

“You haven’t”, said she.  Just call me (and she gave another variation of the numbers based yet always changing name she used on IM). “We’ve been in the same places, but never met”.

We chatted about how she pulled this off – “easy”, she said.  What a Geek – and a Linux hack at that.  We were getting along wonderfully, and chatted for 35 minutes.  But not about who she was, or how she knew me.  I figured that would all come out eventually.  The conversation did not seem as if it were about to stop anytime soon.

Until the door opened and a man yelled, ‘Sam, I know you are in here”.  To wit “Sam” told me – “you better go” – which I did – by taking advantage of him being blinded coming in from the sun.  As I took the long way out of the bar I heard him yelling at her about “no wife of mine”…

Two days later I got another IM from her.  I replied, “No wife of mine…” and have blocked the last several chats without responding.

Perhaps I should – but I don’t want to get in the middle of any drama – and certainly not in the middle of a marriage.

But if Geeky Sam figures all that out, and wants to spar again without the baggage – you know my IP’s :)

And yeah – I know this wasn’t a really happy ending, but it was fun playing the game.

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I dismissed Twitter lists as a toy at first – something interesting that would be made useful later by Client Software.

I was wrong.  Twitter lists matter NOW– regardless of client support.  They are both searchable and subscribe-able.  That makes them important.

Why?  Because companies own and cultivate “brands” – a personae.  And Twitter Lists may just disrupt that in interesting ways.

Example – it is fairly easy for me to find “lists” of companies I use (or compete against, or admire – whatever).  The point is – there is no longer such a thing as a “Corporate Twitter Persona”.  It is now the total of the personas of all of your employees.  For good or bad.

Now I am not following the corporate entity alone – I am watching everyone associated with the entity.

Your corporate brand is now affected by every person subscribed to, or added to a LIST about your brand.

This is a bit of a game changer.

It’ll take a different mindset.  Not sure it can be “managed”, but pretty sure it needs to be acknowledged.

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I don’t hide the fact that I work for the world’s largest hosting company.  And there is very little doubt that you have surfed on a server that was serviced by our company.

When you have more servers than almost anyone in the world, you can host a lot of sites.  Hosting them is one thing – servicing them is another issue completely.

We are a hosting company with a service problem.  See – we just love serving customers.  Sure, we serve billions (or more) web pages a year – but we do that by focusing on serving customers. People serving people.  Sounds simple.

There are a lot of companies in our line of work.  There are very few of them that are entirely focused on our line of work though (some also sell books, or operating systems, or girls with hardly no clothing hawking domain names,  or search results, etc).  And fewer still that have been committed to a quality customer experience for as long as we have.  Or at all.

Our chairman likes to play a little “trick” when he does public speaking events.  He asks for a volunteer from the audience that has a cell phone.  Then he gives them the general dial in number to our offices.  And he asks, “What do you hear”?  It is always a human – and almost always within three rings. I put “trick” in quotes because it really isn’t a trick – we answer the phone.  With humans.  Humans in one of our offices – customer experience and trust is something we care far too much about to entrust to a third party call center – or the endless loop of auto-attendant hell, “Your business is important to us.  Please stand by.  Your business is important to us,  Please stand by”.

Human interaction is what we do.  It is our core business.

So how do you grow a “service company” in these times?  It’s manpower intensive!  Everyone seems to be cutting back, yet we keep investing in people.  Sure, we’re buying a heck of a lot of servers as well – but our investment is in people – as it always has. People grow our business.  People are the foundation of our business.  People are the future of our business.

The economy is tough, yet we have continued to grow.  Why?  Because we are cheaper?  We aren’t.  In fact – you do pay a premium when you entrust us with your website, your business application, or your remote file storage.  Why?  Because you aren’t just buying a service or a server – you are buying good old fashioned service.  The kind gas stations used to give, and bed and breakfasts still offer.  The human touch.

So we cost more – how are we growing?   It’s really simple.  People are willing to pay to not have to worry about things.  Daycare, dog-walking, pick-up and drop off dry cleaning – they all work off this same premise.  It isn’t rocket science – but it is rather tricky to pull off.  It certainly doesn’t just happen.  It takes a commitment at every level of the company – from the newest hire to the most senior Exec.

And scaling it is even more interesting.  Growing from 1000 to 3000 employees in a matter of a couple years isn’t easy – ask anyone that’s done it.  Unless it is an assembly line (and even then I argue it is difficult) it tends to dilute your culture – and your level of service.

How do you avoid that? (it sounds really ugly!).

Well it is ugly – and it can poison a company if it’s not managed.  By people (again, that people thing?).

Culture isn’t something you can just claim.  It isn’t something you can just train.  It isn’t something you can just “invest in”.  It is something you live – by the experienced teaching the inexperienced.  By customers reminding us when we stray.  By looking back at those 6 year old videos and realizing that what we want to be tomorrow is what we were yesterday – a service company full of great people building a great company that is fun, and entertaining, and educational.  For employees AND customers.

And always, always truly helping customers.

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