Since we have gone public, and even before IPO when we started showing signs to the "business savy" world that we are going public, we have encountered two issues that could be very destructive in the long haul, IF NOT CORRECTED IMMEDIATELY.
-Arrogance. Let's face it, we have a lot of competition out there, and our competition is HUNGRY. You know what that means? That means that we need to have an out of body experience and realise that we are no longer the only option for reliable hosting with a friendly knowledgeable person talking on the other line. There is a great deal of arrogance out there that we are the "best in the business," etc. Several of our Account Managers and leadership do not even understand who our competitors are, they just say "oh, but we offer fanatical support" Can you even tell me what that is??. Instead, cheerleading is the main focus so that everyone can feel all fluffy inside while wrapped up in a snuggie of false hopes and expectations. Leadership, if you are reading, please start talking about this in every meeting ASAP. This needs to change.
Narcissism: We have some real narcissists coming in from the outside that only care about their own achievements and what it looks like on paper. I understand that this happens at most big companies with the odds in their favor for success, but unfortunately the people on the floor talking to the customers are much, much, smarter than you and will leave. Before you know it, you will be leading a bunch of incompetent fools that just want to hold on to a job. QUIT NOW BEFORE YOU MIGHT ACTUALLY INFLUENCE THIS PLACE TO BE A FEAR BASED CULTURE! If that happens, you will destroy a great company that I hope to retire from one day. I love Rackspace but man on man....the company is in real trouble if it continues to be run by people from the outside that have never even worked in the industry before. Take a close look at that Lanham and Graham, I believe that you know deep down in your heart what the right thing to do is. (Especially with the emerging "cloud" division -- Do we really want ex-bankers running our apps business??--really??!)