A man at USAA from North Carolina had called, he had a tree broke brick on his property and unfortunately he wanted to keep his claims-free discount and unfortunately our company policy would not allow that and he became extremely irate and he started pulling out all the cliches about how he had been with us for 30 years, how he's never coming back again and in situations like that you don't want to just cast all the blame on a bad client or just throw that client away but you do want to stick to the facts and you do want to keep your focus and calm and that's exactly what I did and I just had to bluntly tell him look this is our company policy and if you don't like that unfortunately there's very little that can actually be done about that and you know you won't go above and beyond for customers you won't really get that great experience to them but at the end of the day sometimes customers are going to demand things that you may just have to stick to the facts for and that's just what you got to do and you also have to remain calm and keep yourself grounded. I think that's great advice for any workplace but especially in a client-serving work environment.