that's good to go what's up everybody it is 5 50 we'll start this first break right on time at six o'clock so if you're watching the playback just skip ahead 10 minutes yeah you can do that right from re-screen i like that i did not know that that's fantastic yeah the only thing is by default that's what'll show up every time somebody else goes in and changes it yeah so then here that's where you can do the members only and yeah um the ad and stuff yeah that's it right yeah all right how's everybody doing tonight all right so we're gonna kick off the night with some Star Wars finest random mini box style we did a couple of those last night those were a lot of fun then we'll get into some baseball we have tier one baseball cases 22 and 23 pick your team style everything sold out except a few of the football breaks and then we have two pristine baseball four box breaks numbers three and four random team style revolution basketball team all addition case number three random teams crown royale team all addition basketball 10 box number five and number six random team style the impeccable basketball team all addition that's case number four random team style we have two three box breaks of 2021 prism football no huddle number 17 and 18 random team style and then flawless football one box breaks numbers 51 and 52 random left side serial numbers we have seven and nine to go on those four teams left for 2021 national treasures football four box case number 128 tiered random teams and then 2021 panini eminence football one box case number seven random hit style will close out the night of group breaks sam will be doing personal box breaks after group breaks tonight until 2 a.m. eastern and he is full what's your cue look like after um i get to all these nights like one or two oh okay i say at most uh maybe three okay one of those two okay what's up rogue how's it going rogue are you in something tonight again hey toke what's up toke i think bro is in this uh star wars right i know you're in you're in a couple last night rogue yeah you're in the finest nice cool oh one quick announcement on star wars finest we also did have a couple of uh break scheduled for tomorrow night um we actually didn't get all of our star wars finest in so we had to reschedule those two that were originally tomorrow night for Wednesday and we have a couple of the Wednesday star wars breaks into Thursday so this will be the last one until Wednesday although hopefully by then we'll have plenty of it in stock for personals as well those uh flawless football one box break left side serial numbers are going quickly got it steven what up hey steven is it steven or stephen or stephen we're going with stephen i'm gonna say steven all right maybe right now steven slash stephen s type one for steven and two for stephen so we know what's up steven h yeah i'm psyched to rip some more star wars two ah stephen all right sounds good got you got you now we know what's up mic mic d yeah that's me how's it going mic all right just a few minutes until start time um again just three breaks left to fill i'm actually going to refresh our uh spots here what's up jonathan jonathan what up buddy three to go and eight to go on those flawless one boxers what's up mike mikey what up dog what's up mikey um and then four to go on nt football case number 128 tiered random teams that'll be matt yeah jonathan i didn't get to see any of the breaks today so i have no idea what they hit jake was saying they hit that field one one and i'm gonna end up pretty cool yeah oh yeah i did hear that you're a steven s as well collect all the stevens and stephen steves all to like one platform so it gets really confusing mike uh mike was laughing at me yesterday when i was ripping the pristine he was like oh i might might get two cases of personals on monday and i'm like you know what you're gonna do mike you're gonna take all your money from your wander when it sells on golden just put it all back into pristine the warmest feeling eight personal cases of pristine oh yeah i heard mike yeah about to do some star wars here to kick it off in just a couple minutes i'm gonna hit that button every time i say star wars yeah no don't do that stephen our sorters and shippers will there might be an uprising be a mutiny in the uh in the office all right so we're down to 15 spots total for the entire night um an hour and a half ago we were at like 10 spots left on uh national treasure tier tier random team so they're not gonna last long flawless is going quickly too i like to hear yep just about ready to rock here they would hide cut autos under the second phone box really that seemed like a very good idea yeah that's crazy i wonder how many got tossed all right let's get this going everybody matt here for latent sports cards ripping 2022 tops finest star wars hobby eight box case break number three this is random mini box style so i'm gonna open the case and show all the boxes and determine which boxes will which many boxes will be which and then i'll do the random and then we'll get this going so i'm gonna take these out in the same order that they're in the case box here on the top cam so these are gonna be mini boxes in the front row one two you look at the top camera there that's one two three four five six seven eight and then the back row uh nine ten eleven twelve thirteen fourteen fifteen and sixteen all right let's do this random we are going to randomize five times on the names and then the box numbers good luck there's one two three four and five matt oh down to clark a five times on the mini boxes one two three four and five four down to eleven we copy and paste these over all right make them big and bold we have matt oh four jaymond l 12 josh m two miles w six patrick w three christ g eight william a 16 arturo v five brandon g ten louis s 13 matthew m nine patrick w 14 arturo v 15 miles w one christ g seven and clark a 11 i'll get those results posted to the website drop a link in the chat and uh we'll get this going just a sec all right results are posted here comes your link i'm gonna sort these by box numbers so i can be tracked as we go here we go miles w is gonna be up first with mini box number one and that's one and two here we go miles jenna refractor and refractor or aqua refractor auto to 199 hunter that is d bradley baker hey what's up chris how's it going so christ jay yeah thank you there's ray and blue refractor to 150 admiral act bar it's rapid just want all the refractors want to just double check and make sure they're not short prints i saw some of those short prints are going for good money here's carlo ren r2d2 refractor that is short print there you go miles nice r2d2 and dark ray so short prints and there's over 100 card numbers yeah zm zion refractor sith trooper lamasu zero what we want there's moff yidian and xan that'll do it for your mini box miles good stuff nice start box mini box two is josh m yeah doing great here yeah no complaints no complaints chris to watch the star wars get open he actually had a whole bunch of complaints when he came in but he got him all out of the system so now that we're live he's good to go that's why i come in an hour early it's not even for setup it's just to back to matt all my complaints all right here we go josh we're gonna have an auto already here even peteal and purple refractor auto to 299 valin hess richard break it's a key hop i don't like good to see it ram jamor ram is that i say it right i think bro uh it sounds good ice king hot people for conics pad may there's a base pack there han solo refractor see that jake see a jake nice one and green refractor vice admiral holdo oh it is um moff gideon and look at both of that is that tron colo esposito from breaking that they look like it but i didn't see it is it anakin vice admiral rampart all right last pack for you josh that's awesome that's so awesome frogu poska reeves i love it on colo esposito all right three and four i mean they made literally far cry six he's the villain like that's in a video game that's how good of a villain actor he is they literally made him a video game villain mini box three patrick w there's an auto in this first pack i think there is and i'm gonna have to start pulling the that pack to the back mon mothma and blue refractor po dameron nice color coming behind it this is gold refractor auto to 50 thromba gosh the color just pops on these cards man that is anabelle davis that's very true christ some people are just natural they're natural he was had made jar jar that's way forest is nice color mon there's chubaca fin and red refractor come on something big kylo ren red refractor patrick w congrats dude this stuff is so much fun to rip i'm so stoked when that's gonna be in the same spot personally that's gonna be so much fun yeah anakin can jaris what's what's he in chris grogu chris cindola there's tico more nice color coming there's luke skywalker mandalorian and orange refractor valin hess the only time anybody ever laughs like that is when somebody is begging them for mercy or when their boss their tyrant boss makes a joke that they have to laugh at was that that's the only time you ever see anybody's face look like that during a laugh box for matt oh here we go matt that's two reds now over three cases put in my time i've paid my dues it's time for a super i think that's an auto pack so let's move that to the bottom uh okay i got you chris leox gassy leo's gassy grogu refractor is that a variation short print grogu nice good stuff yeah man these are awesome that's how the broovers laugh when they win it when are they gonna win the central this is palimado on solo chrome dusk i think brief cargo brief cargo that is rose tico refractor and refractor auto mon mothma caroline blakeston blakeston lando there you go matt that's the way it was there so that's five and six number five is arturo v again should be the auto packs we'll move that to the bottom mall lula tallisola zory blitz that's um alexa sister sift trooper there's yoda obiwan and the mandalorian refractor you go arturo the armor ballo and green refractor zero quite gone there are leads and cardinals this year but can the broovers finish that's grogu mandalorian insert right the last pack mini box number five something cool is coming there's a record and quinlan boss blue refractor that sketch card or redemption redemption book of boba fat autograph variation tamir morrisan there you go arturo congrats that's the first redemption i've seen out of this we're gonna look up which character that is i i actually don't know that's the actor name what's up randy hey randy boba fat oh that is boba awesome right number six miles w we'll take a boba poconics that is grief cargo i didn't move the auto to the back there nice refractor in purple refractor auto admiral akbar tim roves just a two ninety nine nice one there's leia um i heard there was a justin fields one of one was that an eminence yeah an eminence justin fields one of one because they had to one of me after pulling them fields uh gold bar out of two dranger dranger you're measly one of two gold bar anakin ray variation nice ray you go miles yeah eminence is insane sprogu jar jar refractor brad's boy yeah that was crazy last night seven hunter cut lockway dark vader last pack of mini box there's ray there's mayfield mayfell all right here we go uh numbers seven and eight are both chris g's seven and eight that doesn't matter because they both belong to chris here you go chris good luck there's waddo a non-auto waddo and blue refractor frog lady 150 that is lyra urso refractor auto maline kane it looks like it looks like uh she uses the same pair of products as i do it looks just like that when i'm not wearing a hat obi wan urso bell zed afar so we are just about sold out on group breaks for tonight uh last i checked we had some spots left in flawless football one box breaks there's yoda variation nice one chris cool rostiko um but yeah our flawless one box breaks we're getting close to sold out and then nt football uh tier random teams just had four left there's the armor refractor nice color coming general grievous catch and orange refractor to 25 general grievous nice there you go chris i remember being like a seven year old crying on my playstation too because i couldn't be general grievous and like a far worse all right not a frustration that went into that game mini box number eight also chris g now the more nice color coming there's anakin and moff gideon refractor gold refractor auto bib fortuna 250 there you go nice gold auto that is matthew wood grogu what's up joshua joshua how's it going was your ray he's already bliss refractor yeah that's been good so far we're only at the halfway point mall it's a tech i haven't seen either of our uh case hit die cuts yet there's yoda finish shan two die cuts per case i believe all right mini boxes nine and ten nine and ten number nine this will be matthew m not me matthew m different matthew m kylo ren geode yoda more nice color there's axe woes and gold refractor asajj ventris nice gold obi wan admiral tarkin so katano axe woes oh yeah which one was that again road this is the ventris is actually aura sing nice one coming here there's general huck's auto that is princess leah clone wars julie dolin there you go matthew m very cool card behind it too orange refractor die cut to 25 padme amadala nice padme these galaxies finest heroes die cuts that'd be a cool little set to put together come on moppa good stuff matthew m brandon g mini box number 10 all right here we go row all the geranium and blue refractor general leah nice one two of 150 great start to your mini box yeah for sure that's nice chubaca refractor yeah that chubaca was a short print card number 106 hey thanks ben appreciate it i'm happy to be back captain phasma my tie didn't fit i tried doing the uh tried doing the management thing i'm a i'm a breaker no more full winzers sit anybody watching the u of c fights tonight the client boba fat i don't believe so ben all right come on let's see a monster here botan cries and die cut sketch card c3po awesome nice original sketch there you go row that is tim shinn awesome hit so c3po with the r2d2 die cut some perill stormtrooper that's how all the die cut sketches are i'm pretty sure really they're all the r2d2 are the r2d2 that's awesome congrats there you go row all right 11 and 12 congrats buddy 11 is clark a what are you saying it's a big bit of a personal this last night i want to see what's going on oh yeah all right clark here we go yeah you bet thank you i'm appreciate you jumping in yota bernesto bernestro row row so i kind of need to log the pronunciation of that into my physical activity for my fitness pal nice grogu gold mandalorian insert there you go clark 37 up 50 and a gold behind it 17 of 50 phoenix shan double golds for you there in one pack sid so katano i really enjoy ripping this stuff i was gonna let sam jump in and do this but i was like no i want to that's not looking me it's an over my dead body i'm pretty coming here there's bail organa and green wave auto that is to 99 patine cast anvar right behind it galaxy spinus heroes die cut lando calrissian nice billy d number 12 jamon l nice box way there clark yeah man that was good all right here we go jamon i want to see a super tonight silas frog lady and inquisitor on solo echo refractor echo and green refractor frog lady color match nice one jamon boba fat mandalorian insert ho dameron should be your hip pack here crosshair refractor and blue refractor vice admiral holo behind that is refractor auto varmic that is paul warren dark gray on the back there 13 and 14 13 is luis s we have baseball up after this just a few breaks left to fill for the night flawless football one box breaks random left side serial number an nt football tiered random team style sam is full for personals tonight we'll go until 2am and then anything else that he can't get to will go on monday which will be just group breaks starting at 5 p.m eastern i'm sorry just personals london d green refractor dark ray nice one there you go luis there's quite gone refractor yeah man hunter and stormtrooper chubaca frog lady r2d2 all right should be the hit pack oh gee of best soon refractor and blue refractor auto general draven that is alastair petri petri nice blue refractor auto louis right mini box 14 this is patrick w there's lando refractor and blue refractor zero that's a zero to 150 aqua refractor auto to 199 first order stormtrooper tom edin this aqua refractor kj skier rogu that's a soca tonneau refractor short print nice one patrick nice window general our legion general pride let's see a big crazy card here saugrera and xan xan last pack of the mini box for patrick w there's maul and the armor insert supreme leader snoke all right here we go mini box number numbers 15 and 16 that is 15 and 16 15 will be our turro v again we'll have more star wars finest on wednesday and thursday i think we have five cases scheduled across those two days there's yoda and auto ceo bibel it's oliver davies thought i was thought i was moving the hit pack to the bottom there yeah brewers are solid i don't like to admit it but they are and xan and gold refractor mas canada nice gold dark vader to me that great trade thanks restream crosshair palpatine and the mandalorian sorry bliss last pack of the mini box for our turro v or erso bonant ken refractor number 16 is william a good luck william let's have a strong finish of a very very good case two of those at the bottom maybe i tricked the system or maybe i just moved to and went straight to the hip pack on solo about a super fracter sketch i mean they couldn't probably but scale in erso cad bane there's green refractor 299 charu emway lando i'm feeling super fractastic so i'm about to make it happen juvaca quill dark vader and blue refractor dark ray nice one there you go will all right should be a hit pack here let's finish with something crazy that's a nice color the nile and purple refractor auto 299 lux bon terry jason's bisack or spice act the armor on the back and that'll do it for the break thank you everyone appreciate you filling that up we have baseball coming up next look at that one uploading so we are sold out on our first flawless one box break seven to go in the second one and then two to go in nt football tier random teams that's good to go so this is the this is the these are both p y t's right so no um obviously there's no random because those are a little close i'll just shorten these up a little bit uh they would go tomorrow nick no personals tomorrow night and because of the national we don't have daytime personals tomorrow flawless is uh right down here so we have all these other breaks to do first um on the schedule we are scheduled to start flawless at uh 10 30 on the first one 1045 on the second those are both eastern time amen here's a link to the break schedule in case you want to take a look just uh timing wise if you need it bookmarked or something if you're in it so while i have a couple minutes i'm going to um yeah i'm gonna do impeccable basketball here no problem damon absolutely man thanks for following by the way i appreciate that yes thank you oh yeah all right so you have an actual path just paste that in there macro random setup yep awesome so yeah i just want to verify here impeccable team on impeccable team all eric j echo b2 eric i jacobim jesse s ensu k k ensu k nicole w orial c that one's set up and i just highlight here just delete the rows that i don't have to keep having columns i was gonna say that's always been easy with the leading when i do the oh yeah um the sales sheets and stuff too yeah hey thanks damon what'd you get man so with p yt's you generally will just think you don't need to open anything i just do it right here sales sheet okay once that macro is run then it puts the name right next to the all right let's do this hey everybody matt here for latent sports cards ripping 2022 tops tier one baseball case number 22 pick your team we have alan k orials uh i mean s angels brian s mets and padres carl h guardians giants and nationals devon d cardinals dustin t raise frank m reds harper b braves jh twins jerry b rangers josh b rockies uh juny p mariners kayla b dodgers kin i d backs kevin h cubs kevin c blue j's leo s yankees michael r royals mike m redsox paul o brewers riccardo h astros ryan d pirates shon g filly simon h white socks susanne p tigers tom c marlins and uh tom c has the a's as well all right here we go good luck yeah flallison nt flawless and eminence close out our night tonight uh the random serial number for flawless the cards are numbered to uh 25 or less so you'll get a serial number one through 25 whatever the number is on the left hand side of the serial number one through 25 uh the person who receives that number in the random forest card come on i want to see a big cut auto here tonight and i'm feeling uh knob or cut or something out of one of these two cases gotta be gotta be something we'll do a hit recap at the end of all the breaks going forward except the uh super fast ones like flawless first up angels jersey to 199 mike trout orials jersey to 399 cedric mullins and mariners auto to 299 logan gilbert metz auto to 299 keith hernandez yeah box two one more tier one up after this marlins jersey 399 derrick lee podre's rookie auto to 299 reis nair and astros prodigious patch auto one of ten alex bregman nice one houston there you go astros those in the clear one autos too yeah that's astros jersey to 249 your don alvarez orials rookie bronze ink auto to 25 alexander wells it's 25 of 25 double reverse jersey number what is it there's yankees auto to 149 paul o'neill thanks j boys you can yes network legend paul o'neill that is tigers jersey 399 tory hunter royals rookie auto to 299 emmanuel rivera and nice one here braves that is tier one talent bronze ink auto one of 25 ozzie albies jersey number hip there you go at lana very nice all right next up orials jersey 399 tray mancini he hasn't been dealt yet right braves rookie auto to 299 kyle moeller these i think they're like maybe 225 ish 230 something like that that's blue jays auto to 299 joe carter i could check between breaks really like those joe carter autos all right next box orials jersey to 299 cal ripkin jr are 239 on sale $10 239 right now braves autos 299 danesby swanson and redsox rookie autos 249 jaren diran you go boston yeah i really like tier one yeah great product this is braves bat relic to 49 eddie mathews milwaukee braves that does go to the alana braves would you do me a favor and tag this braves please yep just so the milwaukee doesn't throw anybody off there's no logo on the back that is braves and this is nationals auto that's a rookie auto 299 mason thompson nice one here redsox tier one talent auto to 75 carlia strimsky nice hit boston yeah this twin jersey to 299 alex kiriloff white socks bat relic to 299 eloy himenez and braves auto to 199 ian anderson this is guardians auto to 149 hosey ramirez nice one guardians i would be absolutely thrilled to pull that big root cut one of them i'm like the loudest i'll ever hear you unless somebody eats my food nice that is pirates dual bat relic to 25 reberto clemente nice one pits bird rangers auto to 199 adolis garcia and white socks auto to 299 eloy himenez all right three boxes to go one more case of tier one up after this and then we'll get into pristine that is cardinals jersey 349 tyler o'neill giants jersey to 399 logan web and cubs rookie auto to 299 alfonso revos go chicago mariners auto to 125 edgar martinez nice hit seattle yankies jersey to 249 derrick jeter twins auto to 299 alex kiriloff and mariners bronze ink auto to 25 jared calinic nice looking card seattle yeah jeter was nice last box it's finished strong this is royals jersey to 249 salvo nor pares orials silver ink tier one talent auto 9 of 10 tray mancini nice card baltimore and white socks rookie auto to 299 jake burger that'll do it for the break give me just a second here we'll do a hit recap all right these are all jerseys unless i call them out differently royals to 249 salvo nor pares yankies to 249 derrick jeter giants to 399 logan web cardinals 349 tyler o'neill pirates that's dual bat relic to 25 reverto clemente nice one pirates uh twins jersey to 299 alex kiriloff white socks bat relic to 299 eloy jimenez braves bat relic to 49 eddy mathews back to jerseys here we have uh orials 299 cal rifton jr orials to 399 tray mancini tigers to 399 tory hunter astros to 249 your don alvarez marlins to 399 derrick lee orials 399 cedric mullins and angels to 199 mike trowel and white socks rookie to 299 jake burger that's orials to 10 silver ink tray mancini twins to 299 alex kiriloff mariners bronzink to 25 jared kelinick cubs rookie to 299 alfonso revas mariners to 125 ebder martinez rangers to 199 adolis carcia white socks 299 eloy jimenez braves to 199 ian anderson guardians to 149 hosé ramirez weird stamp up there uh red socks to 75 carlia strimsky nationals to 299 rookie mason thompson braves 299 danzby swanson red socks rookie to 249 jaren diran braves rookie to 299 kyle muller blue jace 299 joe carter braves bronzink to 25 ozzie alvies royals rookie to 299 manuel revera yankees 149 paul o'neill orials rookie bronzink 25 of 25 alexander wells now is astros prodigious patch auto one of 10 alex braggman podre's rookie to 299 rees nair mariners 240 or to 299 logan gilbert and metz the 299 keith hernandez that'll do it for the break thank you everybody appreciate it case 23 is coming up next yeah it's crazy when you're doing it like every night and then you don't do it for three or four nights it seems like what's up chris yeah we're starting a baseball channel i'm going to be our uh breaker on that channel i believe yeah here soon i'm going to be transitioning over uh full time to breaking again which i am super excited about all right we still have three minutes until we start right yep about three minutes until start time on this next one thanks rob appreciate it give me just a minute i'm gonna step away for just a second nothing i mean there was a wander auto out of pristine which is pretty good there was a soto auto out of pristine and then like one or two other um there was a red who is the red reese huskens red um and then there was a out of the 11 boxer franz vagner auto to eat out of prism choice a justin fields redemption auto out of optic uh pull the yoda out of 10 out of masterwork which is pretty sick and then uh it's a 15 uh daemon last year it was 300 boxes 300 boxes for the super bowl mixer which is so cool we continually stream it all the way till February yeah there's no breaks 24 7 right through christmas but step up and i have no idea why i did i don't know how to nicely tell my mowing guy i don't know how to nicely tell the mowing guy but i don't want to think about my yard except when i look out and say okay it's not overgrown we're good he thinks he has to like message me three or four times a week i think the first day you broke like when you came back you're something about the mowing guy and then now the mowing guy yeah the mowing guy is just gonna be a proponent what he spent as much time mowing as he did make an excuse as for why he couldn't make it that day what was the buy-in for that um 14 yeah it was like 14 15 000 yeah all right let's do this next break we're ready matt here for latent sports cards ripping 2022 tops tier one baseball this is case number 23 pick your team we have alicia s white socks bobby w giants braden a royals brian s has the mets and pod rays devon d cardinals drew p blue jays harper b braves angels rays joshua b brewers joshua r nationals juni p mariners ken i d backs kevin h cubs kevin c orials matthew w dodgers matthias s guardians rockies michael g astros mike m red socks noah h yankees ryan m twins ryan d pirates shawn g fillies susan p tigers tom c marlins and uh a's tony k reds and tony k also has the rangers all right here we go yesterday when i did my intro for the 11 boxer this is already after nine boxes for steen and a tier one box i was like what's going on everyone latent sports cards here i was like well no that's all right now you are that is like uh a hill married all right come on big hits let's go box one first up angels jersey two nine or two three ninety nine tory hunter and yankees auto 275 michael anduhar this is pirates rookie auto to two ninety nine o'neill cruise congrats pirates awesome hip pittsburgh that is ryan d with the pirates great way to start out the case we'll mag that one for you it's astros jersey three ninety nine michael brantley hey tony how's it going debacks rookie auto to two ninety nine tyler gilbert this is padres jersey auto to 99 blake snell that's such an ugly color but it really looks good on a baseball jersey the color of two thirds of the vehicles that i drove in my 20s that is marlins jersey three ninety nine derrick lee and giants jersey three ninety nine brandon belt brewers rookie auto to two ninety nine erin ashby reds legend auto to two ninety nine tony perez let's look his eyes that is rays bat relic to three ninety nine nelson cruise what's up simbicka that is royals auto rookie auto to two ninety nine jackson car and yankees tier one talent auto to 99 david winfield nice card yanks oh just wait until tomorrow simbicka you are in for a surprise nt football tiered random teams is sold out we only have five spots left for the night those are in flawless football one box break number 52 random left side serial number holy crap this is awesome that is bat relic to 99 josh gibson that is a random to all awesome car man what a great hit that should i've never pulled josh gibson relic before that's awesome that is cubs auto to one ninety nine nick madrigal and dodgers auto to two ninety nine walker beuler let me one second here gibson there hey thank you victor bulk bulk season that is astros jersey to two forty nine jordan alvarez and twins jersey to three forty nine byron buxton marlon's auto to two ninety nine derrick lee and brewers rookie auto to two ninety nine jake cousins they should wear those like yeah what's up shane hey shane all right i guess if my task if our task is to upstage forston kenzie from the national we'll do it it's royals jersey to two forty nine salvatore pares dodgers rookie auto to two ninety nine andray jackson and giants tier one talent auto to two ninety nine wan marishaw nice one giants pull that babe root cut people are going to be like oh yeah where are those other breakers there is there's a time here let's do it that is astros jersey three ninety nine kyle tucker and rangers auto to two ninety nine wan gonzalez oh look at this cardinals bronze ink auto to twenty five no one are in auto three of twenty five add those numbers together you get his jersey number nice one cardinals when i break austria when i break we have to mag all cardinals all cardinals base and everything all in the retail that is giants dual bat relic to twenty five willy maze a couple nice legend hits for the giants in this break already nice willy metz auto to two ninety nine marcus stroman that is philly's bronze ink auto four twenty five reese huskens from the u from the state or uh prime thanks for jumping in from austria that's awesome that's cool that's so cool up service this is red sox jersey rookie jersey two one ninety nine jaren diran red sox rookie auto to two ninety nine connor wong and white sox auto to two ninety nine eloy himenez denver broncos fan that is giants bat relics two ninety nine will clark podre's bronze ink auto to twenty five joe musgrove this is marlins that is rookie glove relic auto six of ten brian delacruz nice hit miami gripping autographed relic card nice one marlins last box that's yankees jersey three ninety nine randy johnson cardinals jersey two forty nine nullan aronado dodgers auto to two ninety nine dustin may and red sox rookie auto to two ninety nine jaren diran all right that'll do it for the case we are going to randomize this uh we're going to random this josh gibson bat relic to 99 so we have all 30 teams in we'll randomize 12 times good luck one two three four five six seven eight nine ten eleven and twelve since an addy reds get the josh gibson bat relic congrats since an addy that'll do it for the break thank you everyone appreciate it we have pristine coming up next sorry guys got a little ahead of myself hey everybody we're doing the hit recap from 2022 tops tier one baseball case number 23 pick your team first we'll do the uh relics these are all jerseys unless i call them out differently we had uh cardinals two forty nine nullan aronado pristine yankees three ninety nine randy johnson giants bat relic two ninety nine will clark uh red sox rookie 199 jaren diran giants dual bat relic 25 willy mays astros 399 kyle tucker royals 249 sabador perez twins 349 byron buxton astros 249 yordan alvarez raise bat relic to 399 nelson cruise giants 399 brandon belt marlins 399 derrick lee astros 399 michael brantley angels 399 tory hunter threw myself off by doing that random dodgers these are autos dodgers 299 dustin may red sox rookie to 299 jaren diran marlins that is gripping autographed relic rookie ryan dela cruise to 10 pod rays bronzing 25 joe musgrove red sox rookie to 299 connor wong white sox to 299 eloy jimenez filly's bronzing to 25 rice hoskins metz 299 marcus stroman cardinals bronzing to 25 nullan aronado rangers 299 wan gonzalez giants 299 wan myrishaw dodgers rookie to 299 andre jackson brewers rookie to 299 jake cousins marlins 299 derrick lee cubs to 199 nick madrigal dodgers to 299 walker beeler yankies to 99 david winfield royals rookie to 299 jackson coar reds to 299 tony perez brewers rookie to 299 aeronashby pod rays jersey otto 299 blake snell d backs rookie to 299 tyler guilbert yankies to 175 miguel anduhaar and then we had the bat relic josh gibson to 299 the reds got that in the random and pirates rookie otto 299 o'neill cruise that's it for the recap thanks everyone pristine's coming up next update our spots here just one spot left for the night that's in the uh 2021 flawless football one box break number 52 random left side serial numbers bear with me just a second i have two videos since i said that recap ended up in a different one what's up daniel start grabbing up your spots for tomorrow night it'll be sam and i once again oh yeah oh it will be and it's going to be wild there you go sam just sam just guaranteed it super fracture shield and logo man i applaud your ambition everybody we're doing the random four 2022 tops pristine baseball four box break number three random teams good luck 12 times one two three four five six seven eight nine 10 11 and 12 frank el down the mat f 12 times on the teams one two three four five six seven eight nine 10 11 and 12 cubs down to royals copy these and paste them over and i'll read them off i'll fix the formatting too all right we have frank el cubs chris str guardians frank el cardinals dodgers shawnti white socks ron h angels martin c mariners kaizo a a's michael g tigers benjamin v pirates dustin g reds johnny b nationals craig w rays von b yankees kaizo a uh philly's christian sp e astros nick n braves john m mechs mike c blue j's joshua m giants derrick d rockies rangers keith j orials michael m brewers kaizo or kaizo a um pod rays james t d backs marlins andrew l twins frank l red socks and matt f royals i'll get those results up get your link we'll start here in just a sec these posts and then we'll get right into this results are posted to the site here's your link matt here for late in sports cards rip in 2022 tops pristine baseball four box break number three random teams here's another look at our random results leave those up there for just a minute and then we'll get this started all right here we go good luck all right so again start grabbing your spots for tomorrow night you need something better than the three amigos or the three musketeers the three of us yeah treacherous there you go all right wasn't that sugar hill game all right um yeah so we are sold out for the night i believe wait one second here almost positive yep we are sold out for the night appreciate that guys yeah i'd love to pull a super that was a nice car yeah it was that is brewers jersey auto keston herea go milwaukee big hurt that'd be awesome there's jaren durand rookie purple just in 99 and mark kena purple that ain't bad shon you got thomas eloy lubab and uh jake burgers a rookie and gavin sheets i think too it's a good team base devers there's oniel cruz rookie clemente lawn soto pure power yeah that'd be a cool that robin mencher if they put in the products there's soto and bel tray yaman kata base and gold tyler glassnoud 50 you go raise and raise rookie auto to 99 wander franco congrats tampa bay that is 22 of 99 nice hit craig w that is braves auto chipper jones popular demand nice one atlanta what a box i'd be more than content with that as a personal box this is white socks rookie gavin sheets and padres adam frazier pink to 15 i seriously wish they had gravy like where they sell coffee and stuff gas stations i wish they just sold like where you just fill your thermos with gravy i would do it daily i mean i would brown gravy i would i would drink brown gravy brown brown gravy yes i wouldn't even be ashamed of it if somebody was like dude is that gravy i'm like yeah it's gravy want some if they said yes i'm calling where they can get it but kfc gravy yeah welcome to hat's and victim on that note some victims like i just got back from the gym and i'm like i drink brown you know who actually has some underrated gravy is a gary queen the chicken strips and gravy is pretty solid i mean the gravy itself is smooth it's a solid food selection nice color there's buster posi purple that is reds jersey auto jesse winker yeah i think it's only served with their chicken strips meal byron buxton purple 99 and austin meadows gold to 50 meadows perez arnado kepler jasmine kormick rookie reggie base eat your own larkin garg gary magix otani otani beaver all right this is blue nick solak to 75 rymel tapia and guardians auto shane beaver you go cleveland orange john smoltz to 25 raves that's base anthony rizzo and white socks orange refractor auto 25 frank thomas nice hit chicago white socks 21 of 25 there you go shanti because it's not a refractor it's i know i want to watch sim victor i love just why i love watching masterworks open especially from you to be so awesome sim victor are you gonna group break it or personal that your shan wants to watch too yes we are sold out for tonight group breaks and personal personal honestly whenever it's a long if i'm not working i'm down to watch he comes in on youtube sometimes too absolutely i would he was he was just saying that before i went live shan was saying how he would watch exactly it's my boy maybe i shouldn't watch so if you call me another luke skywalker out of 10 man i just have a feeling this is gonna be a crazy box that is orange jared walsh angels 25 tani and nice white socks orange refractor jersey auto bojax and there you go shanti that is awesome i actually had to have a white socks bojax and relic auto i picked up this gypsy queen a few years ago that is 19 of 25 beautiful hit congrats that is connor wong rookie gold to 50 red socks blue jays jersey auto vlad guerrero junior toronto that is 20 of 99 congrats mike c two autos max kepler two of five pristine borders this box man i told you guys you're in for a treat while there's a miss cut tyler gover never mind as i was itchero tapia dave winfield abruth pure power Williams miggy shohio tani there's jake burger and jaren diran rookie gold insert that's the 50 red socks yeah that's uh padres blue 75 joe musgrove flavor torres that is royals rookie auto jackson coar and a's pure power auto reggie jackson nice one oakland piezo a and another auto cubs andre dawson nice one chicago frank ell and another auto twins alex kiriloff you go minnesota that was four five six autos in that box now this box is gonna have nothing it's gonna have a please try again here we go fill up those breaks for tomorrow everybody we have uh we're done breaking live from the national for the year so we have a four or five star time four p.m. start time tomorrow i think four yep we're going four to midnight no personal tomorrow night personal our full first night and sam will be uh doing personals only on monday night yeah it's gonna be a fun time and then on tuesday we'll get back to life as as we know it yeah guys i think we got all of our autos from this box in the uh previous box so we'll have to see what we we can make do with here it's a police skill paul deyong purple that is jackie robinson purple nice purple refractor 38 of 99 there's babe ruth it's kramik there's yachty having the sheets cow rally joe adel lou bob cunha reggie trout yeah yeah me too shon killabrew tatis that is wander that tj pridles also miscut there's wander and ripkin i do have to say if there was going to be a box that was that was shorted i'm glad it was in the same box or the same break that have the six autos that way the right number of autos were present yeah it doesn't like screw over the next break this is nelson cruz black one of one he was twins and rays at the break he was a twin that's a uh all-star card american league nelson cruz twins and rays and it's talking about where he was at at the all-star break nine days later he was dealt for minnesota to tampa bay yeah the an at least yeah and i can see the twins logo there so that is a twins card there you go minnesota that is andrew l this is gold salvatore prez royals oh yeah personal would have been brutal zero hits that is kyle schwarber paint 15 well no autos in this box but at least that's a nice color is greg maddox gold 250 joe carter and blue hideki matsui to 75 all right that'll do it for the break do a hit recap here we had alex cureloft twins andre dawson cubs reggie jackson a's we also had jessie winker jersey auto reds keston here a jersey auto um brewers jackson koar rookie auto royals orange frank thomas auto to 25 white socks that is um shane beaver guardians chipper jones braves my favorite card of the break here that is bow jackson jersey auto orange 25 white socks vlad guerrero junior jersey auto to 99 blue jays and wander franco rookie auto to 99 rays we also have the one of one we also have the one of one nelson cruz again that is a twins hit minnesota twins all right that'll do it for the break thank you everybody appreciate it we have another four box pristine coming up next white socks had an awesome break there were a lot of teams that had awesome breaks in that spread the wall there for sure yeah publish that there we go yeah what's up juice i'm able i'll be happy to answer your question uh which one was it no we are sold out for the night i'll update my sheet here what what product was it is uh that release date was delayed um we actually have a release calendar on the website now looks like finance looks like that is delayed to august 24th everybody we are doing the random for 2022 tops pristine baseball this is four box break number four random teams we're randomized five times that's one two three four and five drew p down to ryan j five times on the teams yeah no problem one two three four and five that's blue jays down to dodgers all right we have drew p blue jays derrick d giants ryan b orials andrew l cardinals john m rockies rangers tom p angels johnny b cubs chris d brewers james c a's joey d yankees von b metz ron h philly's berry t podre sam y guardians michael o d backs marlins steward z redsox keith j whitesox furhan a rays shawn t astros timothy m mariners chris s twins jeremiah p nationals john carlo f royals nam q l pirates nick g braves brandy d tigers william s reds and ryan j dodgers get those results up get you a link we'll start here in just a minute thanks everybody so if you ever accidentally like after you do a random if you're going to click on the tab and you hit x if you go to the um if you accidentally close it out after random after a random like can you get that back so all you have to do is go right here and it'll come up on that clipboard yep you just go to your giveaways right there oh we put some select hobby for 2020 nice did you see what tomorrow in the 30 box mixer is i haven't seen it yet you want to know the big one yeah 17 immaculate football oh damn dude that's awesome that's gonna be crazy guys i'll be right back 2020 select hobby will be a lot of fun too i i love when we do breaks of that especially group breaks too they're so cool zebras and kai dies and greens and all the big quarterbacks from that year jk dobbins obviously debon duverney do i even want to go back and look toad toad did you were you watching last night when we did eminence we literally pulled a ray lewis auto to 10 and then we pulled an lemar jackson like a silver bar card eight of 10 jersey numbered on the both on the top row i was like crying dude no johnny hit his uh he hit his elbow i believe on a shelf in the back a couple days ago what was the ed reed took yeah lewis was probable probable auto 2012 the early one the super bowl they pulled an ed reed auto out of eminence today nice if you do that you pull an ed reed eminence i don't like cry i posted those incorrectly i posted the team on both columns did you already print the sheet not mine not the you go back and edit that after the fact yeah i'm just gonna double check this drew down to ryan yeah it's a screen deck is like too close for me so i keep hitting it with my mouse and it clicks all right let's do it here for latent sports cards ripping 2022 tops pristine baseball four box break number four random teams here's another look at those random results what's up gnarly hey thank you appreciate it what's up vaughn for just a second and then we'll get this ripping last four boxer was awesome so hopefully we can keep that going alphabetizing that time here we go hey vaughn schedule about a big deal you're done you're done i think either tucker brechman has those like so thank you all for filling up the breaks tonight we are sold out for the night on group breaks and personals grab up your spots for sunday fun day breaks need more wrappers stop it dog i like the security i like to know if anybody ever tries to break into my box of tops pristine baseball it's gonna take them a whole lot of a whole lot of effort sunday fun day is probably going to pull probably either you or me i think um us for the sunday fun day tomorrow just like the mixer it'll probably be sam and i because we'll be here earlier you're off my yeah oh yeah Monday yeah Monday all right let's see some crazy stuff that is nice dodgers jersey auto gary sheffield he's in that dirt jeter wilson contraris ryan sandberg luk group two i saw it yesterday that's still 99 that is purple ozzy albis that is gold jose altuve there you go shon shon goes all past on the altuve guys boom gold i'll do that tautis we need a nap after this there's wander rookie trying to force feed you the altuve there what's up on tautis ever gonna come back oh yeah hey if magic mac can come back anybody can't that is mic trout pure power that's what they used to call shon and i back in our doubles badminton tournament days pure power pure power you darvish we have blue joey wendell 75 there's vlad gerrero jr base and cardinals auto ozzy smith nice one st lewis orange to 25 color match eddie murray orioles beautiful card nice one oz there's max chronic chronic rookie and one-of-one rookie auto d backs tyler gilbert there you go arizona combo spot one-of-one michael oh i get the light to hit that little bit the show of color for money i would pay to see the two of you play competitive i might drain my bank you're gonna need a time machine i may drain my bank that's how shon and i met on the circuit yeah on the circuit yeah it was good times the only thing i didn't like about it it was sponsored by old milwaukee's best and that was the only thing we're allowed to drink after the games even in my i broke college it's hard to go wrong with nady light yeah the beast is pretty gross drink on like if they're for the bartender do you have anything local do you have anything that's local my interest goes no i'm just like i'm not gonna try it shon's shon's graduated tomorrow like huge upgrade two one-of-ones out of this pristine case between the last break and this break now it's time for a super fracture after this break i'm gonna turn it over to sam weep as i ice my hands jeez yeah that isn't saying blue bob sodo this is a's jersey auto matt Chapman polton welker and gold randy johnson the 50 that is yordan alvarez purple 75 and kernis terry rookie purple 75 yeah we we were trying to get a new beer company and to sponsor the bad men league and oh we can get was bud dry we decided to stick with the beast yeah that was the d-back johnson right yeah yeah thanks for having me bruce oh kershaw devers sabre you oraya zacuña tani matt manning that's uh pudge rudriguez blue miguel cabrera 75 this is a cool one red sox zander bogart's auto is that the city city connect oh yeah city connect jersey nice one boston and rockies auto larry walker to 99 awesome genryu and metz that is gold rookie tyler miguel again we are sold out for group breaks and personal tonight grab up your spots for sunday fun day if you order a personal tonight it will not rip until monday and we'll be doing just personal box breaks on monday night starting five eastern pretend that i just i would still take more than this over the uh this is a good one champions that i was doing so many personal stuff a few years ago i would get to where not only did i have breaker claw but i would like i wouldn't be able to like straighten my wrist out without pushing them down like this here we go that is todd helton gold rockies nice metz jersey auto pete alonzo nice one metz bonbie with the metz there's dick alan yeah gold to 50 oh yeah we'll be up and running well before that shot we'll be a well oiled machine over on the uh baseball channel by that time some would argue it's already a well oiled machine if you're not going to launch it yeah freeman ozzie caroo we're gonna face the best i'm just facing each other while breaking live on different channels like in the national or somewhere breakers everywhere yeah pete alonzo ruhan there's blad jr pure power all right we have giants rookie auto gold sammy longed 50 seven of 50 cow rally rookie and raze rookie auto vedal brujan yeah it did shon nick solak joey gallo and reds auto gold tony perez three autos on that uh on those encased hits there you go since an adi i would imagine we'll probably be short not on this box the extra one in the last one see a super here in this last one here we go that is twins bat relic auto max kepler orange michael confordo to 25 that is willie maze purple to 99 we're gonna turn it over to sam here after this let him do some basketball oh yeah there's uh ronnie dolson one soto mount castle tautis another miscut that's hosay siri and johnny hernandez or johnny hernandez if i agree hank randy rosarana it's blue freddy freeman 75 and raze auto randy rosarana you go tampa bay let's keep ryan haze blue 75 gold austin meadows to 50 jordan alvarez and gold gary sheffield as a marlon all right that'll do it for break here's your hit recap and uh twins bat relic auto max kepler metz jersey auto petal anzo a's jersey auto matt Chapman and dodgers jersey auto gary sheffield to 99 raze auto randy rosarana reds orange auto to 25 tony perez raise rookie auto vedal brujan this is giants rookie auto gold to 50 sammy long rockies auto to 99 larry walker red sox auto zander bogarts that was a one of one rookie auto tyler gilbert uh that was debacks combo spot one of one rookie auto hit there and then cardinals auto ozzie smith that'll do it for the break thank you everyone appreciate it basketball's coming up next all right let me get this uploaded and then i am going to move out of the way here what up everybody any one second to set this random up now i know you mean there captain it's fun though man what's going on everyone sam here with latent sports cards and i am doing the random for 2021 22 panini revolution basketball chinese new year eight box case break number three random teams this is the names and then if we switch over here this is all the teams so i'm gonna go ahead and roll the dice we are gonna go three times that is one and two uh one and two that will be three times on the random good luck everybody we've got anthony p down to von b good luck one two three times on the teams good luck two and three let me sec to get these copied over all right we've got p no my with the lakers matthew m thunder gilbert deal with the raptors and hawks anthony p hornets matthew m filled sixers pinot my with the wizards von b with the nuggets and bucks herald v jazz pinot my warriors christian s rockets pinot my pacer susanne p bowls matthew m grizzlies gilbert d timberwolves randy a pistons matthew m pelican steven k heat clippers combo pinot my with the spur sons matthew m with the next paul f mavericks pinot my with the cavaliers and magic von b with the blazers ben p with the kings susanne p with the cell ticks and michael c with the nets give me one second to copy these over to the website and we'll get this started thank you again thank you again everyone i'm on my the results are coming right now one second to get a here is the link to those that should be good uh give me one second and we will go ahead and get started good luck here everyone what is going on everyone sam here with latent sports cards and i am doing the 2021-22 panini revolution basketball chinese new year eight box case break number three random team style here are your teams from the random that's not


All right, we're good. Mark is the Operations Manager of Server Press LLC, a software company focused on workflow products and services pertaining to the WordPress community. He has spoken, organized, and worked as a sponsor for several word camps over the past several years, and he believes strongly that the community is what makes WordPress so powerful. He spoke on topics ranging from business marketing, customer service development, and fitness, as well as talking about word camps, AT word camps. Mark lives in Milwaukee with his wife, his nine children, ladies and gentlemen, nine children. Three dogs, excuse me, three cats, two dogs, his son's snake, and a bunch of fish, speaking of zoos. In between times with his family at work, he enjoys his photography and working out, okay, the working out part really is not true at all. Mark actually hates working out, but he does it anyway. Mark's here from Wisconsin to talk to us about how to win at customer service. Ladies and gentlemen, Mark Benzikine. They say that right? Benzikine? Benzikine, all right, good deal. Hi. Do you guys mind if I sit down to do this? I have a lot of reading to do and a lot of talking, and I'm gonna be talking at about 50 miles a second, so. I was in a Toys R Us with my parents who were visiting from California in the middle of January one year on a Sunday, and I broke the cardinal rule of reading your email on a Sunday while in a Toys R Us with your parents. And I was here with a barrage of emails from this one customer who apparently was in a different country and had a few hours on me. OMG, you deployed it all wrong, you erased my own website. We do a service, one of our services is we deploy websites for customers who have built their sites locally and might have an issue with deploying it on a live site. It was specifically said to deploy on such and such.com. This is so unprofessional, kindly contact me immediately. I am absolutely flabbergasted. This is outrageous. Do you ever bother to read the info on the forum? I never gave username password to the root where my main site is installed just to the subdomain. He goes on and on.  Greg Franklin is one of our support people. He's also one of my business partners. You'll also notice it says this thread was merged from a different conversation. This is because each one of these was a separate trouble ticket that was submitted. Even the deployment sucks, it doesn't work. This is absolutely shameful.  I expect someone to contact me ASAP. Keep in mind, I'm in Toys R Us, rest in peace, running up and down the aisles. Getting more and more worked up over this. You ruined my website, you misinstalled the other website, I can't access my WP admin, ridiculous, what's wrong with you? I am taking a huge dent in my reputation. A client website, confidential, is not splashed over my main URL without any possibility of access to WP admin. What were you thinking? He also added, as you can see, a nice little screenshot named desktopsoverscuredup.png. I can't access the WP admin of my main website, I guess you messed up the DB real good. The tweets. So it's not bad enough that he's emailing us privately. Yeah, no one will answer. I can see you are seeing this, this is beyond nightmare. Please reply ASAP, this is a disaster. No love for you team, totally feeling awful, you just killed my main website, way to go.  What a botched work. Desktop server, I can see you are seeing this, this is beyond nightmare, he sent it again. Yeah, no one will answer. Oh, by the way.  Artist server, you obviously didn't read your own form. You have to be a total noob to have completely disrespect to your clients to leave such a mess and wreck so much havoc on someone else's website. Both websites are not working, some parts are installed here, some there, username and password are lost are non-responsive, databases having fatal errors. I can't even begin to imagine how this unfolded. Really, this is beyond bad. So I was sitting on a panel a few years ago with Tony Perez and he said this and it's stuck with me. When somebody says you screwed me, which is essentially what this person said, it's like somebody is calling your baby ugly. So when you get something like that, they say that with customer service, one of the first things you have to do is have empathy for the customer. I can tell you at this point I had absolutely no empathy for this customer. That's the honest and goodness truth. But I needed to in order to address his concerns because he was a paying customer and we might have screwed something up, right?  Is there any truth to what they said? Did we screw up? Am I reading emotionally or reacting emotionally or am I responding logically? What are they really saying between the lines? And this is what I want to talk about because this has to do with the empathy part of things.  Nine kids, right? So anyway, so in my opinion, based on having gone through a lot of trouble tickets and having done customer support for a long time, these are the five top reasons that people tend to be motivated to do what this particular customer did. They have a lack of trust, they've developed a lack of trust. Something didn't go as expected. They're under a lot of pressure. They have a lack of education or information and they're in panic mode. So I'm gonna just address a couple of these and I'll probably skip through a few slides because this is a lightning talk and this really could go on for an hour. But OMG, you deployed it all wrong. So we have panic here. You deployed it all wrong. Something didn't go as expected. You erased my own website. This person has a lack of education. This is so unprofessional. Once again, lack of trust.  Lack of trust, something didn't go as expected and lack of education again. And then he goes on and we have lack of trust, lack of trust, lack of trust, panic, lack of trust, lack of education, lack of education, lack of trust. You can see that these are the themes that no matter what he says, you can always bring it down to one of those five things. And then you can start to say, okay, I can understand why this person is angry because he's speaking from these points of view. These are the emotions he's feeling and this is what's driving him to do what he's doing. So before you address the customer, these are the things that I always try to remember. One is a team effort and the team is not just you and the people you work with. It's you and your customer. You have to form an alliance in order to work through a problem. That makes him a team maker, him or her. Your ego doesn't count, but your company reputation does. So forget about how it makes you feel and whether you feel this big by the time you're done. Your company reputation is what matters here. There's no place for emotion when you're dealing with a customer. If you don't feel like you can remove emotion from your response, wait to respond or turn it over to someone else and don't take it personally and don't get personal even though it is just business. So my response and you can see all my slides which has all of this. If you want to read all of it, I'm not gonna read all these verbatim but I started out with apology. Then the next thing I do is I address the panic. I say, let's step back for a moment. In other words, take a breath, relax. And then paragraph one, I start to educate him. And then near the end of the paragraph, if you look, you'll see, I explained through education and I explained that we know what we're doing. So I'm working on starting to build this trust back. Once again, paragraph two is about educating the customer very gently, very carefully. And then paragraph three is we've done this a million times. We know what we're doing. We are experts at this. Once again, once someone sees you as an expert, they trust you. More education. And then, hey, I need from you your backup. Let's become teammates and let's work through this. But and then I say, you know, let's give me your backup. We'll take a look at it, but you're in charge. What would you like us to do next? So he's a teammate but he's kind of in charge of the situation. Now you think at this point, you get, okay, he explained it all really well. I'm really happy. I'm gonna be really nice to this guy. Of course, that's not the case. Let me inform you, Mr. Benzikane, anything that starts out like that, you know is not gonna end well. I triple check the info before submitting it. The only conclusion is that you messed up. Let me show you why. And then he goes into why he thinks we messed up. I expect a personal communication until this is solved. So he's having trust issues, press issues, educations, didn't go as expected, panic. In short, he's having a total meltdown at this point. So in cases like this, I don't personally believe that you always soft shoe a customer. Sometimes you have to give them a little bit of tough love. Now you still don't do it with emotion, but you have to be a little bit firm. So my response was very simply, sir, he addressed me kind of firmly. I addressed him not by his name, I called him sir. I am interested in helping you, but you seem to be only interested in throwing out accusations despite, and these are my fat finger typos on my phone, being presented with the preceding information. I'm sorry you upset, but once again, this was not a malfunction of our process. If you're interested in working with us to resolve this, please provide us with the copy of your latest backup. So once again, I'm kind of putting the ball back in his court by doing this. I'm reminding him that we know what we're doing. I'm reminding him I want him to be a teammate so we can solve this. I want him to review the information that I already presented him with to educate him. In other words, sir, you got bad luck. And let's fix this thing. That's my daughter, by the way. That's a family motto. So this is the turning point. At this point, you can see he softens a little bit. Which backup? The site I developed locally. Also, I am not into accusation. I'm trying to understand what happened. See a little bit of turning around here, right? I want to know what's going on here. So he's starting to rebuild some trust. Starting to rebuild. He's starting to want to get educated. Even though I educated him earlier, he's starting to actually be interested in being educated. Then I'm much nicer in return as a result. I was referring to the backup yet and I'm clear with what I want. And I explain I'm not in front of a computer and it's a Sunday. He says I'm aware this is Sunday but I can't wait. I would appreciate it if you'd transfer me to another support assistant. So you can see here it's pressure. I need to solve this ASAP. So I say I'll see if Steve is available. Steve is our main developer. He's our lead developer. He's the lead developer and knows every trick in the book. Last question though, are we talking about a subdomain or a sub directory? This was one last piece of information that I asked earlier that he did not respond to. So once again, I'm building trust by showing him he's our priority by bringing in the expert on a Sunday. Thank you. I appreciate it. We were talking about a subdomain. He answered the question that I had asked twice before. Anyway, I have put my world on hold. I really need to solve. So we can see once again pressure is really pushing him. And this is what is the underlying current of everything that's gone on here. This is really what it boils down to. And I give him an update. I'm still trying to get in touch with someone. Some Sundays are typically slow as support. We're working together but I'm giving you information. We're not going anywhere. We're still here for you. Thank you. I'm looking forward to hearing from him. Enjoy your day off. See, so now we're best friends. I give him, hey, Steve responded to me. So I'm giving him constant, we don't have anything for you but he's on it. An update. So we now have a resolution, right? But what about Facebook and Twitter? So here we have this Facebook post. I'm not gonna read this all to you but I publicly because this is written, you have to keep in mind when you're dealing with Facebook and Twitter, you're not necessarily addressing the customer. You're addressing the audience and you have to pay attention to that.  What actually happened was he had hired a web development firm in China who had gone in the night before and totally messed up the website. It really had nothing to do with us. But he didn't tell us that until later. We actually did some, some diagnostics and some digging and figured out that this was the case.  We care deeply about each and every one of our customers. And then he posts in response to my Facebook post, this ends here, I was wrong to publish this on your wall and it's a big mistake on my part which I regret. Your support team was wonderful and I can't and I can take you to being offended and I wish I could take it back. You showed amazing attitude, et cetera et cetera you can read and admits that he was in full meltdown mode. Once you solve their problem, attitude changes. So winning. And that is how you take a customer, read between the lines, learn how to have empathy for them and turn them into a customer for life. By the way, this happened four years ago and he is still a customer of ours. I have time for one question. What's that? Oh the slides are on speaker deck. I will tweet them out. So I expect every single person in this room to follow me on Twitter so that I can tweet them out. How's that for marketing? And I will tweet them out but it's on speaker deck. I believe Java Boy 42 is my handle on speaker deck and I just put them out but I will tweet them out very shortly. Any other questions? At Mark Benzak, right? There, all right. I still can't jump. Any other questions? Yes sir. Yes. Yes, it is true that in this day and age, the question is in this day and age, don't people expect you to operate 24-7? That is true. I am a big fan of setting customer expectations. In our auto responder, we actually say we answer email support between these hours and these hours. We actually do also do voice support from time to time but we try to keep it to email support. And since we are a software company, we deal with people all over the world. It can get a little bit tough but our auto responder does state this is when you can expect an email response from us within X number of hours. And we don't generally, we have about, I don't know, 60,000 customers and we generally don't have too many problems with people saying I need an answer right this second. They get that auto response and it's good enough because setting customer expectation upfront is always the key to that. Okay, any others? Yes. The question is how many people do we have in our support team and how do we make sure that the quality is consistent from the top down essentially, right? The answer to that is, and this is gonna kind of amaze some people here, we are a company of four people. We have one person that handles almost all of our support and that is Greg and he does an amazing, amazing job. I will get called into support, I mostly do operations now so I don't do as much support as I used to. One, we have at times brought people in to handle support and we shadow them for about three weeks. We have a ton of documentation that we've written. We actually, because most of our customers are developers and designers, they like to solve their own problems. So for us, we found that the more documentation that we can have out there, the easier it is for us from a support standpoint because they like to find their own answers most of the time. Oh, that's it, all right. Thank you. Thanks so much.