[r-bryan]

I once worked with a company that provided IM services to hyper competitive, testosterone poisoned options traders. On the first fine trading day of a January new year, our IM provider rolled out an incompatible "upgrade" to some DLL that we (our software, hence our customers) relied on, that broke our service. Our customers, ahem, let their displeasure be known.

Another developer and I were tasked with fixing it. The Customer Service manager (although one of the most conniving political-destructive assholes I have ever not-quite worked with), actually carried a crap umbrella. Instead of constantly flaming us with how many millions of dollars our outage was costing every minute, he held up that umbrella and diverted the crap. His forbearance let us focus. He discretely approached every 20 minutes, toes not quite into entering office, calmly inquiring how it was going. In just over an hour (between his visits 3 and 4), Nate and I had the diagnosis, the fix, and had rolled it out to production, to the relief of pension funds worldwide.

As much as I dislike the memory of that manager to this day, I praise his wisdom every chance I get.