Hi, so how I develop relationships with the tough customers is just basically sit them down and really engage and talk to them and figure out, you know, what's really going on with their life and their situation, because it's something that they came to get insurance. So I just want to sit them down and look eye to eye, or however I'm talking, whether it's on the phone or in person, and just let them know. I know that it's hard. I know it's a bunch of competitive companies out here, but I'm going to let you know why you need our company. I'm going to let you know what we can do, how we can save you money, how you can depend on us. So tough customers don't get to me. As long as I know my job, as long as I know the product that I'm selling is exactly what it is, and I know it's something that we all need, then there's not a such thing as a tough customer. We want to break that customer down and let them know why you need Farmer's Insurance. You came to us for a reason, so here, let me show you why. Let me show you how much you can save. Let me show you whatever. I have to also, you know, study and stuff, but I'm going to let them know it was, you know, I study because I know I'm going to get the job, but I'm going to let them know exactly why they need us for auto and home insurance.