So a situation where I felt it might be just filed a break company policy or alter standard procedure, I want to say that I didn't break policy. I did make some special circumstances. I kind of altered the way of fixing the situation to meet what that customer needed. So how that would happen is that whenever an account was very past due, I would work with my customer on that. She had called in, she'd had a recent loss in the family, she was unable to pay the balance. So how we worked around it was I went with my manager, I got it approved, and we set up a payment plan even though she was 90 days past due and we were technically supposed to send her to collections. We were able to work out a payment plan to fit her needs. I mean I guess we could have technically broken protocol to fix it but we do try to keep it all within the standards that we are given. But the priority was making sure that that customer knew that they would be taken care of and that we wanted to have the best outcome for them specifically and to not lose them as a customer.