The most challenging client I've had to work with. Probably the most challenging client, usually the person that is upset, that is angry, that has a real problem, and they have not been able to get help with it, and they don't have much patience. I kind of relish dealing with people like that. A lot of people shy away from them, but I like it because that's an opportunity to get a customer, to get a client maybe for life, because if you can solve their problem, they'll believe in you, and they'll have competency in the agency, and trust you. That's the most important thing. And the most valuable part of that is to acknowledge whatever their pain is and their issue is to listen. God gave us two ears, one mouth, so you should listen twice as much as you talk, and to use those skills and your knowledge and resources to come about with a reasonable solution to tell the person what you can do and not what you can't do.