Most of the time, dealing with a challenging customer is more that the customer just wants to be heard. They want to be understood that they've got to say their piece. The person that they're talking to understands and then from there, just helping them, shifting to a role where they can either pay their bill, find a solution for them, or with coverages if they're not excited or happy with the coverage they have, talk them through the coverage, explain the coverages to them, make sure they understand what the coverages are doing for them to protect them, and just helping the customer understand where we are coming from as an agency and how we're trying to protect them. But most of the time, you have to listen because the customer just wants to speak their piece and not be told everything.