I was skeptical of Mathew Patterson when he first showed up at UserConf 2012. What kind of man has one “t” in his first name and two in his last?

Turns out, it’s the sort of man who’s very good at customer service and very likable. He could have easily spent his timeslot speaking about how great he is at customer service, but instead he spoke about outages, major issues, and one particular traumatizing experience he had.

Basically, Mathew covers the entirety of what we’re discussing this month. This is a must-watch.