is a great work ethic, and lots of experience in handling unpleasant situations, unpleasant calls. I don't shy away from difficult conversations. I embrace them. And like I said on my earlier answer, you have to understand that most of the time when somebody is angry or upset in a business setting, they're not angry and upset at you. And as long as you let them know that you can be their advocate and help resolve that issue for them, you're going to be good.