As far as a challenging client, I mean sometimes they really try to control the call or control the situation. You just have to listen to them, let them tell you what's on their mind and what's concerning them. Try to respond to each bullet point or each concern that they bring up and I try to lower my voice sometimes so they don't feel like I'm talking heavily to them so I can kind of calm them down in the situation, but just relating to their situation and letting them know that we're there to help them, that's the best way that I've found to work with difficult clients.