When it comes to difficult customers, each interaction is going to be different. My main thing is to allow them to vent, sit there to be able to listen to them, to get a complete, clear and full understanding of exactly what might be transpiring that I would be able to assist them with. I'm going to do everything I can in my power to be able to make sure that when we hang up the phone or they walk out the door, that they feel that they've been heard and that everything has been handled completely as much as I can to my ability.