One of the biggest challenges I faced at my previous job was having to deal with a challenging client situation while I was on my own. One of the days when I was working at Massage Envy, we had a member from another clinic come in and their account was on freeze, so they weren't able to check out using their benefits and would have to pay a more expensive non-member rate. My manager was out and so I reached out to the home clinic of the client, because they're the only ones who can make adjustments to the membership, and they informed me that their manager was out for that day. So I was in a situation where I could not do anything until the next day, and we would have to charge them the more expensive non-member rate. So what I did to help resolve this is that I clearly explained the situation to the client, informed them that their account was still on freeze and that we weren't able to access their benefits, and then I provided a clear list of steps to do. I let them know to reach out to their home clinic when the other clinic's manager would be in, and then to contact back to us so that we could refund the previous checkout and then redo it, essentially, using their benefits, so they wouldn't be paying that really expensive non-member rate. I also gave them who to reach out to and contact to help throughout this process, and so because of my clear communication, the client knew kind of what the situation was and understood why we had to check out then with the more expensive non-member rate, and they knew what to do post-checking out, had kind of a clear understanding, and I was able to successfully turn what could have been a really difficult client situation into one where everyone knew what was going on, it was very clear, and left feeling happy.