I actually had a gentleman that came into the office. He was yelling and screaming because he wasn't getting any replies in regards to his auto claim that he'd been trying to deal with for almost a month. So all I did was get out of my office, let him know, hey sir, I'm trying to help you. If you can please come down and explain to me what's going on, we can both get on the phone together and try to get you some answers. Once we got him some answers, he was able to calm down. For the most part, he was upset just because he didn't know. The not knowing and nobody giving him straight answers was what was upsetting him.