A challenging client I had one time, it was when I worked at the insurance agency, my very first job. There was a man that had called and he was upset because he wasn't receiving paper copies of his bills. And we were a completely paperless agency. If anybody needed something by paper, they had to contact the carrier directly. And this man was very, very upset. He could not understand why I couldn't just send him a paper copy of his bill and I did not have the option to do so. I just kept explaining to him, hey, I'm sorry, I don't have the capability to do this. I kept my calm and I gave him the information he needed and we kept the business.