How did you develop relationships with tough customers? So for me, I mean the real mark of anybody whenever you're dealing with people is a tough customer and they're going to come and they are what they are. I think the first thing to do is to just stand firm is they try and push you back a little bit, they try and rattle you and they try and get you off balance, get control of the situation, control the meeting and I think you just have to remain calm, you have to know where your place is, you have to know what your value proposition is, you just have to remain centered and stick with that, remain calm, don't react because that's what in my experience these tough customers are looking for and once you do that, once you show them that you're unflappable, that they're not going to get to you because I feel like people like that, they just want to know who they're working with even when they get a little nasty at times, these people want to know that who they're working with isn't just going to abandon them if times get tough, if things get hard, so again, you just stay calm, you focus on what the problem is, you focus on what you can do about it, you try and filter out all the noise and focus on what you can do and at the end of the day, that's all you can ever do and I think if you do that, then you earn their respect and you earn their business and you can actually create a more loyal person because they started as somebody more difficult and I think a lot of times, difficult people know that they're that way and people that can put up with them, they'll stick with those people.