In the insurance industry, I'm sorry, building and maintaining relationships with clients is crucial. I do think that's a very important piece in dealing with customers and customer service and sales. You have to build a relationship with the customers. An example of that would be me working at GEICO as a customer service agent. I did get a call from a woman. Her billing was quite messed up, and we had no explanation as to why at that point in time we did have to reach out to the financial department. In that time, she was really stressed out. She was crying, screaming all over the phone. She had bills to pay, so I did assure her that we were going to take care of everything the best that we can. We also did give her an extension, and I did assure her that I was going to be as transparent as possible. I did give her a call back a week later, even though I didn't have to. I did give her a call back just to give her that sense that everything was going to be taken care of. It's all about taking the customer's emotions and putting yourself in their shoes. How would you react? How would you want to be communicated throughout the week? That would be an example. I actually did get a good survey from her. At the very end, her attitude did change drastically after that.