When we've had difficult customers or somebody that is very distraught because of a situation that they're in or their family member has put them in, I make sure that I do talk with them. I become an empathetic person so that they feel comfortable with me. And then we discuss the situation and move forward. I've dealt with many family members that are going after their person that's acting as the personal representative, and I've been able to diffuse those situations as well.