One of the challenging clients that I remember most recently was this customer who walked into the office and his name was Mr. Ramirez. Mr. Ramirez had a, he showed up to the office feeling very negative about insurance and his experience overall with his previous insurance. He mentioned that he was frustrated and annoyed of how many times his insurance had gone up in price. He said that he had never had an accident, that he doesn't get speeding tickets, he doesn't have any claims on his insurance, that he didn't understand why his insurance was going up so much. He was also annoyed that he was not being notified of this information and I took him over to my desk. I sat him in my desk and I listened to his frustrations. I let him vent it all out. Once that happened, I was able to hear his frustrations that, one, he wanted communication, two, he wanted to know why his price was going up, and three, he just wanted to understand what he was paying for. So he was initially there in the office because he wanted to shop around for a better price for his vehicle, his vehicle's insurance, and I made sure that I explained to him what the changes were and how these changes affect everybody, not just him. These were changes that happened statewide with inflation, with everything that's going on. I made sure that we shopped around for a coverage that fit his budget that he was more comfortable with. At the same time, I made sure that the communications would go out to him as a hard copy via postmail. I did notice some of the documents that he had and on the insurance app that he had, most of his notifications were going out to him via email. I informed him that that's what was happening. He stressed out that he was not good with technology. So my solution to him was to offer him a better price, everything in hard copy, and I simplified everything that way he understood what he had and what he knew what he was paying for. At the end of the day, he was happy, understanding, and calm, and he had a better coverage.