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"A true friend stabs you in the front" - Oscar Wilde

Last Build Date: Thu, 15 Dec 2016 15:34:16 +0000


Wow. So many years since I posted here. And it used to be my heart.

Tue, 08 Sep 2015 05:28:46 +0000

Very odd. May come back here. Doubtful this is more than a drive by though 🙂   Rob

“Undercover Boss”, real-time communications and I sure hope Ray Ozzie builds something amazing

Mon, 23 Jan 2012 07:06:38 +0000

I like the show “Undercover Boss”. Mostly because I like seeing the CEO’s reactions when they find out what their employees really think about their jobs, the company, policies, etc. Recently our CEO responded to some policy concerns by asking us to tell him what policies we thought were stupid, so they could be fixed, […]

Are you looking for me?

Tue, 22 Nov 2011 07:20:29 +0000

I shared this on Google+ earlier.  Decided to share it here as well. I am always amazed by the people that tell me I am “stupid” for sharing my home phone number on Twitter, FaceBook, etc. My job is customer experience – I NEED customers to find me for me to win. What is crazy […]

Random thoughts on things I have learned over time

Mon, 21 Nov 2011 06:22:14 +0000

I shared this with my Senior Leadership team tonight then thought, “Why not share it with everyone”? When I managed Radio Shack stores I had this crazy-ass District Manager. His name was Charlie, and he was about 4’2″ tall in his lift shoes. But his personality was huge. So huge in fact that he was […]

I once rode a mile with a blindfold on

Sun, 30 Oct 2011 09:33:34 +0000

I do NOT recommend this. I was younger, and times were more simple – and I lived in a very small town.  And I was on a motorcycle. I had two friends next to me. guiding me.  I was riding a Honda 440 Super Sport – a bike I loved. So why was I riding […]

Social Media as a Service

Tue, 30 Aug 2011 07:55:40 +0000

I get a lot of people telling me how I can make my employer more successful if we would just learn to market on Social Media – especially on Twitter. They have stuff to sell, and they want me to buy.  We all need to make a living. I’m not focused on making money from […]

Has the Internet changed your job? If not, why not?

Sun, 19 Jun 2011 07:49:52 +0000

If the Internet has not changed your job – please let me know.  I want to invest tn the startup that find a way to get you involved in the Internet.  No joke. If your industry does not know how to use the Internet for profit, I really want to know about it. I think […]

Things that took me 50 years to learn. Almost 50, anyway.

Thu, 16 Jun 2011 03:47:19 +0000

The cool car is not nearly as awesome as the paid-for car. Really. A house payment should be the only non-utility payment you have. Credit cards are evil and those that push them are the devil incarnate.  How much love do you feel from your credit card company?  Dump them. They exist to dick you. […]

“I Will Never Hire a ‘Social Media Expert,’ and Neither Should You”

Sat, 21 May 2011 02:36:34 +0000

Below is an email I shared not only with my teams, but with my Senior Leadership. I manage Social Media.  But I am just a customer care guy that knows Social Media tools. That does not make me a “Social Media Maven/Expert/Guru, etc” – it makes me customer guy with more tools than I had […]

Why I wish Amazon Web Services the best

Fri, 22 Apr 2011 03:22:59 +0000

A couple years ago, ServInt – a “competitor” to my employer wrote this blog post: Why ServInt Stands Beside Rackspace and You Should Too I sent the author of that post an email and soon found myself developing a great relationship with the author – Reed Caldwell, the CEO of ServInt. Yes, some could say […]

“I know when to give away a few daisies to sell a dozen roses.”

Wed, 20 Apr 2011 07:07:23 +0000

This was the title of a Twitter update I posted earlier this morning. And I included the fact that there was a story behind this tweet. And here is the rest of the story… I sent an email to our Chairman tonight – Graham Weston, who I respect a great deal. Here is part of […]

We love startups

Thu, 14 Apr 2011 05:25:03 +0000

With all of the frenzy of #SXSW I didn’t ever share this video with you. Love what we are doing with and for startups.  Love that Rackspace trusts me with stuff like this – because it is really important stuff. Having Dave McClure on the same video is just golden – anyone that knows us […]

An oddly interesting conversation

Thu, 14 Apr 2011 04:37:11 +0000

My cell phone rang a while ago, and an older man asked, “Is this Robbie?”.  Hardly anyone calls me Robbie.  My mother did, and my dad sometimes does – but nobody else.  So I assumed, correctly, that this was a wrong number. I tried to explain this to the gentleman when he told me I […]

Why? Well, why the hell not? #custserv

Wed, 13 Apr 2011 02:15:16 +0000

Most Tuesday evenings, at 8PM Central, I am tied to Twitter, engulfed in a chat that most would really not want to join.  Nobody sane, anyway!  Why?  It is a Customer Service chat – you can find it on the hash tag #custserv. Every week there is a new “topic” – put in quotes because […]

It’s all about the community. #BMPR

Sat, 02 Apr 2011 04:48:46 +0000

This past Thursday we hosted over 100 local business, media, and PR professionals from the local area as guests at my employer’s office. The group is called BMPR, affectionately called “Bumper”. I’ve been lucky to meet many members of this group, to include most of the founders, well before this event. What started as a […]

Today’s Topic is Stress

Mon, 28 Mar 2011 02:03:16 +0000

I often tell people that my current job doesn’t stress me out much. I can’t make a mistake and kill a baby. I can make a mistake that costs us money, but this is not life and death. I have dealt with the stress surrounding life and death. This is a different (more manageable) level […]

My SXSW presentation, for those that may not have seen it

Sat, 26 Mar 2011 05:42:18 +0000

My talk about talking to pissed customers, how to earn customer respect, etc.

Where do you go to think, and learn?

Mon, 07 Mar 2011 06:25:26 +0000

Yesterday the State of Texas stamped their seal of approval on me owning a motorcycle by again renewing my registration.  OK – they just wanted the $65.  Whatever. But it had been months and months since I had ridden (was a brutally cold winter).  So I went out today.  For a couple hours. Nothing amazing […]

A Newbies Guide to SXSW

Sat, 26 Feb 2011 01:25:43 +0000

I had a conversation with someone today that will be attending SXSW for the first time.  He was looking for what to expect/prepare for, etc.  So below are some of the things I have learned, best practices, etc. 1 – Wear the most comfortable pair of walking shoes you own.  Do NOT go buy a […]