So when working with a challenging customer I had one where they weren't understanding transactions that came out of their account. So what I went ahead and did was print off a transaction or a statement for the last month and I went over it line by line by starting with their starting balance of the month and I went through each transaction to make sure that they were aware of what transaction it was and then it was them that took that transaction. So after going through the transaction that you did realize that okay the balance was that amount and why they were that low and how they got there.