When dealing with difficult clients on their Ford I usually just let them vent on their Ford, apologize for the frustration and then once I know what their concern is on their Ford I'll usually put them on a hold and then go and do the investigation on their policy. So for example if they're upset with their rates on their Ford I'll take their zip code and consideration on their Ford. I'll let them know that we don't really control the rate on their Ford. There are other factors on there that does go into the rate that are out of our control on their Ford. I'll also ask them if this is a too much of a rate on their Ford. I'll also ask them do they want to remove a little bit of things on their Ford, maybe change their coverages amounts on there just to better fit their budget on their Ford. But usually when I deal with those types on there I just see what else we can do that we're able in our power to change on their Ford because there's some things that we're not able to change. So usually that's what I'll do. I'll just do some investigation and see what can work with their budget.