I was an executive assistant at a wood refinishing company a little bit back, and unfortunately, we had a service technician who was not the most polite. And after we had completed a job there, I got a phone call from the customer. They were irate, which is understandable. They were disrespected in their home. I listened to the situation. I was calm. I reassured her we would handle the service tech in question, and after talking with her and letting her speak and get it off of her chest, she eventually had a nice conversation with me, and I did notice that me staying calm made her calmer, and we were able to have a conversation, and we did handle the service technician who was out there.