Recently, I had a customer come into my establishment and immediately was upset, was already frustrated and was immediately asking to speak with somebody in leadership or management. Luckily for them, I was that person and they came right to my station. And so I really just took the time, first of all, to hear them. I'm going to lift these up, there's such a glare. I just took a moment to listen to what they were saying, hear what their problem was, hear what they've been experiencing. I repeated what I thought that they'd said back to me, so I kind of summarized in a nutshell. And then based off of that, I was actually able to tell them how I could help them in this moment and how I could help them going forward. I ended up obviously winning them over and they thanked me, I gave them my business card before they left. I told them they could contact me directly if they had any other concerns or questions or anything like that. But I really just took the time to listen to them, hear them out, allow them to speak, allow them to get their frustrations out. And then I repeated what I thought they said the problem was back to them. And then I took the initiative on how can I fix this problem right now? And how can I make sure that they're not in the same situation going forward? I was able to accomplish all of that for them. And really, I think what won them over was just taking the time to listen to them and to really hear what they were saying. They've been passed around numerous times. So it wasn't like this was the first time they were even trying to resolve this issue. It's just I was the first person that stopped, listened to everything that they had to say, and then problem solved from there. And I think that's what was missing prior is people weren't listening to the whole thing. They were just trying to problem solve pieces instead of the whole problem.