48: Nutanix Weekly: ​​Nutanix Support: Leading by Example Nine Years in a Row!

Apr 5, 2022

I want to start this post with a quote by an Infrastructure Engineer from a food and beverage company that we received a few days ago, “As always, very impressed with Support. We rarely need them, but the team was great helping us through this one and their help was much appreciated.” Feedback is a gift as it helps us understand what we are doing well but also where we need to improve. I see feedback like this everyday and it reiterates why Nutanix Support is known throughout the industry for delivering world-class support.

Year over year we continue to execute not because we have done it before but because we are never satisfied. We are very proud of the accomplishments we have made as we strive to continuously learn, innovate and improve. This requires us to listen to what our customers as well as employees are saying.

That’s why I’m excited to announce that for nine consecutive years we have received the NorthFace ScoreBoard (NFSB) Service Award for 2021, with the special Summit classification that recognizes exceptional organizations who have earned the award for seven or more years in a row.  Every year, the NFSB Service Award recognizes companies who provide superior customer service as voted by their customers. The award uses the image of Mount Everest to symbolize exceeding customer expectations.

Host: Andy Whiteside
Co-host: Harvey Green
Co-host: Jirah Cox

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Andy Whiteside: Everyone welcome to episode 48 and 18 X weekly i’m your host Andy whiteside right now it’s just a gyro and I gyrocopter how’s it going.

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Jirah Cox: Man I do oh man, how are you.

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Andy Whiteside: Good if we say harvey’s name three times, maybe it’ll just show up.

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Andy Whiteside: If we want to we don’t have to.

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Jirah Cox: Love a good Harvey.

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Andy Whiteside: we’re not saying it so you must not.

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Jirah Cox: exist finally we’re conditioned like the say it.

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Jirah Cox: Three times in the appears like a like a bad guy.

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Jirah Cox: Harvey is distinctly not bad.

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Andy Whiteside: doesn’t have to be a bad guy well let’s see we’ll get started in he’ll possibly show up a few minutes and I say that, just because if you hear him start to speak out of the blue it’s a it’s not a ghost it’s the real Harvey he just running a little bit behind.

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Andy Whiteside: Well jarrod we were talking beforehand and you helped me pick this article it’s called New tannic support leading by example nine years in a row, I can tell you that.

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Andy Whiteside: Every time i’ve ever had to work with new tannic support it has been one of the better experiences i’ve had I have, in several cases well and not a single case have I made it past the first guy.

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Andy Whiteside: All other cases i’ve been able to resolve the issue with the first person who picked up the phone, which is.

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Andy Whiteside: Especially if you’ve been in a world where you’ve been passed around passed around passed around you go through several screening calls you get with tier one support and get the is it plugged in and they’re not plugged in as it turned on or not kind of heavy rebooted it yet.

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Andy Whiteside: That can be maddening, especially in your situation where you’re you know you’re not calling because you want to you’re going to have to at that point time.

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Jirah Cox: Absolutely ya know me I love to hear that feedback from you that, certainly, of course, what what we aim for, but it’s just.

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Jirah Cox: it’s encouraging to me as somebody who you know, I have to represent this technology all day every day.

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Jirah Cox: that’s that’s the goal right that’s what the experience we want our customers and partners to have and and it’s even the opening tag of the of this article right the direct quote is.

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Jirah Cox: From a customer, as always, very impressive support rarely need them, but the team was great helping us through this one and help us appreciate it right, so that that key of rarely need them, but when we do need them it’s it’s great is a is of course what what game for.

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Andy Whiteside: And you know nothing’s perfect but, in my experience, evolving good i’ve most of my customers, because I had one customer that complained about new tech support, which I thought was odd, but then in hindsight, I think, maybe they were.

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Andy Whiteside: Maybe they didn’t come to the call with the right information either, and you can only work with so much.

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Jirah Cox: that’s fair, I mean I mean my reading would be a fantastic skill i’m sure we have about this i’m sure we hire all the mind readers with line.

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Jirah Cox: But that is unfortunate is basically zero.

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Jirah Cox: yeah need good info to solve solve problems.

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Andy Whiteside: I was, I was in charleston South Carolina so we can on the side of the road, there was a building this at open 24 seven mind reading so maybe maybe maybe they can train them on the atlantic’s.

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Jirah Cox: I mean wouldn’t a building like that I assume you would just never need door locks right.

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Jirah Cox: If I saw door locks there I would I would have some questions.

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Andy Whiteside: yeah no problem alright so help me understand what this article is really North face scoreboard I i’ve heard of.

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Andy Whiteside: or what’s the what’s the score, the support I can’t believe i’m drawing a blank at the moment, but the the normal acronym us.

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Jirah Cox: And MPs.

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Andy Whiteside: MPs score yeah this isn’t talking about MPs, this is something different than North face scoreboard.

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Jirah Cox: I believe it is a.

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Jirah Cox: Different all not at the bottom and she talks about that.

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Jirah Cox: It talks about the the north face scoreboard service award alongside the 92 MPs rating for 2021.

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Jirah Cox: Okay.

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Andy Whiteside: So they’re both corresponding maybe not connected but they’re both measurements of how you demonstrate phenomenal delivery of services, what it says here.

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yeah.

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Jirah Cox: This one, so we can use the acronym right the FSB the article does because that’s it that’s a mouthful.

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Jirah Cox: talks about using a scale right in their case out of five so 4.95 on their.

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Jirah Cox: index rating so that’s that’s clearly obviously a very strong result.

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Andy Whiteside: Is it coming from.

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Andy Whiteside: You know I suppose here and just point out, I mean this is extremely important if i’m going to talk to a customer about.

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Andy Whiteside: Moving their workloads to a new tannic platform, whether it’s vdi databases, or the whole you know the whole data Center knowing that you’ve got somebody.

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Andy Whiteside: behind you to provide support when not not if the when it’s needed is a huge part of the comfort factor in making those statements that that’s what a customer shouldn’t do.

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Jirah Cox: Absolutely, when we have customers that make it.

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Jirah Cox: part of their PLC evaluation criteria right is we’re going to call support you know and see who answers see how cooker they they solve stuff so yeah it’s absolutely critical considerations consideration right when you’re making important decisions.

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Andy Whiteside: And i’m a little embarrassed to say that in a PLC or pilots and here you have never actually laid that out as a criteria, but it certainly should be one of the probably most pressing ones, because in that moment of urgency you’re gonna you’re gonna need that more than anything else.

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Jirah Cox: yeah I mean, I think we can all relate to you know in past lives having to i’ve had to do it even.

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Jirah Cox: Like as a paid services delivery here like open a case of the manufacturer on the customers behalf.

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Jirah Cox: beg and plead for that first line person to like market with urgency, I need to call back you know we’re waiting on this and.

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Jirah Cox: You know and that’s it, you have to hang up have to hope that it got process hope you get a call back quickly from somebody competent and yeah it’s just it’s it’s delightful to not have to have that be entertaining experience customers how right we input, the opposite.

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Andy Whiteside: yeah well you know I like to address things head on, so Harvey what’s your best support experience with new tonics.

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Andy Whiteside: best support.

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Harvey Green: Experience with attacks.

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Harvey Green: I mean for for me, it was the I guess.

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Harvey Green: It was the first time that I called expecting.

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Harvey Green: Support right what we expect as admins of support and actually being on the phone with something that was pretty complicated and have somebody the person who picked up the phone actually handle it and show me something I didn’t know yeah and that made a huge difference for me.

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Andy Whiteside: there’s three levels of call screening just to get to.

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Andy Whiteside: Someone who knew what you’re done.

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Harvey Green: that’s that’s what I expected.

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Harvey Green: But I it didn’t happen right the person who picked up the phone actually jumped in started asking me questions you know i’m just waiting on them to transfer it and they didn’t transfer.

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Harvey Green: And the guy actually you know brought up, we did a screen share he brought up the coi for one of the controller vm.

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Harvey Green: And he started typing stuff in and again started out with like stuff I already knew but eventually you know, maybe five or so minutes in he starts typing things and things started, you know going on its ground my whole what we really slow down, are you typing will you be like.

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Harvey Green: So, to get from zero to that within the same call you know and under 10 minutes to me was just like okay i’ve heard things about new tannic support before, but this is actually serious you know.

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Jirah Cox: it’s awesome you’re guessing pro Harvey green, ladies and gentlemen, just.

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Jirah Cox: jumping in the deep end.

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Jirah Cox: doesn’t miss a stroke.

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Andy Whiteside: didn’t miss a be um.

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Andy Whiteside: And I can’t can’t have enough, the idea that you care about enough about the sport to put the smart guys answering the calls versus hiding them three layers deep and trying to.

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Andy Whiteside: Trying to bury them from getting tied up it’s it’s an investment that not taken lightly so gyro.

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Andy Whiteside: We, what do we really want to call out beyond what we’ve called out here, I know there’s a couple couple highlights here and and what do we want to, we want to make sure we get across in this podcast.

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Jirah Cox: The the one that actually makes the most impact to me is the it’s both, of course, the headline right winning this award not just once but our ninth time.

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Jirah Cox: receiving it right so clearly like a recognition of a culture of quality support that you would do we build, but one of these words that you can only win.

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Jirah Cox: If you’ve won this seven times in a row right which is like amazing right, so you can only if you want, if you want the one award nine times, then you get another word that is like a seven time consecutive like capper award right that they call out the summer classification.

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Jirah Cox: Which is it’s pretty cool right demonstrates the real consistency there to be not just better than something else or or less painful experience than xyz but really that desire to be best of the best like best support experience you’ve ever had.

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Andy Whiteside: Well, and that’s that is a huge highlight the highlight the number of years, and the fact that you can only be in rare rare company to get to that point, do you does it talk about and I don’t see an article how many other people i’ve ever won the award that many times.

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Jirah Cox: me I don’t know i’d be.

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Jirah Cox: I don’t see that called out I might be a little embarrassing your competitors, which.

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Jirah Cox: happens.

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Andy Whiteside: yeah well, I guess, we could just Google and see how many times, maybe the NF sb maybe the organization, maybe hasn’t listed it’s easy enough to find what could check that out.

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Jirah Cox: very true.

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Jirah Cox: But yeah the.

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Jirah Cox: The words that also as well that you were seeing up there, that he calls out around.

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Jirah Cox: Service award right highlighting the the high NPs right 92 which is just fantastic people we say that a lot.

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Jirah Cox: And we don’t often iterate now for customers that don’t deal with NPs day in and day out that that’s on a negative 100 deposit 100 scale it’s not not 01 hundred like you would think so you can actually have a negative MPs.

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Jirah Cox: You know, be calling like you were trying to call support before we started this call Andy you know that kind of like mass faceless multinational call Center support that’s when you get into you know the negative MPs territory there.

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Jirah Cox: So yeah doesn’t just happen right takes a lot of intentionality to achieve 92.

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Jirah Cox: MPs there, but then also the subsequent words that validate commitment to continuous learning and education for teams that deliver the service right making this a great place to work and then all separate.

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Jirah Cox: workplace validating like that voice of the employees award that caught up the employee centric work environment, you know and so shout out to our support teams right it’s been.

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Jirah Cox: An interesting couple of years for literally everyone is technology, the last couple years, but you can imagine, support as well right going from a culture of.

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Jirah Cox: I can go on mute I can ask somebody else I can send them a message to make him look my screen help me solve this.

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Jirah Cox: Doing that from home is a whole different kind of of day in, day out challenge and change to your routine and compared to you know all of us that just went from you know conference room and white board to zoom and digital whiteboard.

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Jirah Cox: So complete shout out and Hats off to our support teams this this doesn’t just happen and.

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Andy Whiteside: I mean that not what you would define us like a healthcare central worker, but certainly an essential worker in terms of keeping the lights blinking.

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Jirah Cox: hundred percent.

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Andy Whiteside: it’s funny you brought up me being on a support call when you jumped into the zoom before we get started here mine was with the local Marina here, which I needed to talk to their accounts payable people and.

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Andy Whiteside: I think the forklift driver was the one who answered, I was, I was all for a little bit.

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Jirah Cox: all hands on deck know.

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Andy Whiteside: What else to call out here 2021 gardener peer insights customers choice vendor for hyper converged infrastructure for three years in a row.

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Andy Whiteside: wins for nine years in a row just another accolade there as well, right.

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Jirah Cox: For sure, I believe that one, I believe, is actually sourced directly from customer feedback right so.

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Jirah Cox: gartner normally is like a analyst centric which has its own value for sure, but then also pulling from customers directly right is also fantastic work to win.

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Andy Whiteside: Well, I think, if you just kind of pile all the sub you’re really talking about new tactics being the inventor of the hyper converged space, and you know owning the space and continue to invest in being the best at it all these years I think that’s really what we’re talking about here.

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Jirah Cox: I think it’s still a part of it right, I think that’s for sure the technical the nuts and bolts of it, I think there’s like an intangible.

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Jirah Cox: Cultural add on right around the desire to make a product that still has customer delight that still has you know dramatic ease of use that has you know.

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Jirah Cox: You know the built in stability self healing kind of fabric that wants to make you need as few support calls as possible, but when you do have to make them right make them a great support experience.

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Andy Whiteside: Because I think we’ve covered it and we can we can move on to the rest day hardware anything around the new tannic support that you would highlight for listeners.

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Harvey Green: Happy employees make happy customers.

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Andy Whiteside: And partners as well right.

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Jirah Cox: I mean that goes for both that’s really good for any tactics because we’re partners goes for it departments do like you have customers do and happy employees make for happy customers.

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Andy Whiteside: Absolutely oh here’s the other party, I mean we’re talking about the infrastructure that everything else runs on top of.

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Andy Whiteside: It that’s not happy and supportable and if that environments not where it needs to be and all the ecosystem that supports it’s not where it needs to be then a lot of other stuff runs downhill.

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Harvey Green: yeah look I got you saying one of my favorite words.

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Andy Whiteside: Alright guys well enjoy the rest of your Monday and appreciate you jumping on talking through this cool.

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Jirah Cox: Thank you yeah.