I've been in the auto industry for many years and I've faced several challenging clients along with many other industries that I've worked in and the trick that I've learned is to realize that don't take it personal and who knows what's going on in their life and at the end of the day just trying to help somebody no matter how much conflict or how much difficulty or how unreasonable they might be it's important to remain positive and not let that get to you so that you can continue to assist the customer.