I had a client who really didn't understand auto insurance, and so he didn't understand why his rates kept going up. He was very upset during the call, and to the point of almost being abusive, but I made sure that I didn't match his tone, and I remained calm, and I went through his policy page by page, explaining to him all of the coverages that he had, and the things that happened in the past that played a role in his rates going up. I made sure that I focused on the things that he could control, for example, being a good safe driver, getting certain discounts, and I think that really calmed him down and helped him to see things in a better light. When he focused on what he could control, and not the things that were out of his control that were making the rates go up, he seemed to get into a better place. I thought that this was going to be a call where he was going to counsel his insurance, but that didn't happen. I mean, the call ended, he was in a better place. He wasn't thrilled, but he understood auto insurance a lot better.