Well, I've learned to be patient for so long in the past when it comes to like dealing with tough customers because I know how frustrating sometimes things can be because I'm a customer too. Well, first what I try to do is I try to listen to them and I understand the customer's concerns. I do that and then I try to be empathetic and if it is actually a mistake from our end, even if it isn't a mistake from our end, I acknowledge everything just so that I can bring something negative to something positive. I acknowledge everything and I just walk them through like steps as to how I can, I'm going to do as much as possible to resolve whatever they're concerned about and I just provide solutions. I provide several options of solutions and I let them know again how like from our end, I apologize if I have to and just offer options. And follow up and just seeing and noticing from their behavior, their, you know, their body language or however they're speaking, how that energy changed from negative to positive so I know that I did my job correctly and to know that they're satisfied.