And since sometimes working, you know, with clients, especially within the health insurance, you do get a lot of upset members call sometimes when things do go a little awry, you know, with their plan benefits or something may change that they didn't have last plan year or anything like that, you know. So when I do have some challenging customers call in, to me sometimes they may be having just a bad day overall, or just the attitude, you know, and that's totally okay. And so I do like to come at them to just diffuse the situation first. And so I do like to just help listen, you know, let them get out the whole story first, just listen, take it all in, and then diffuse the situation. Like I understand, I totally understand where you're coming from. You know, that is an important, you know, problem that we're dealing with. And I do see where you're coming from. I do want to diffuse, you know, first, any, you know, emotions that you may feel any hard emotions that you may feel, and that happens sometimes, you know, but once again, once you get through that hard shell, sometimes it does persuade them and makes them feel confident, you know, comfortable with you that, okay, I will get this problem solved for you. I know you're, I know you're upset at the moment, but I will definitely get this problem solved for you in the most accurate, you know, way that I can. And so I do, again, like to diffuse the situation first, and then listen to them, and then let them know that, okay, you don't have to rebuke yourself either, because I will take my notes, and then make sure that we do our due diligence to make sure this doesn't happen again, you know, and you would feel confident that it doesn't happen again either, okay?