So, a challenging situation that I had with a client that I worked with and how I handled it was with Farmer's Insurance. It was in the property and casualty department, and I was talking to an insured whose vehicle was damaged during an emergency roadside assistance or a tow, and he had a three-wheel trike. It had extensive damage, and he was very upset and wanted to make a formal complaint with the tow truck company to make sure that this doesn't happen to anyone in the future. The first thing that I did to handle the situation is to use positive language to mediate the situation between this tow truck company and the insured and provide the appropriate resources as well as, you know, affirming the issue, make sure that I understood it clearly, and of course, display empathy and not sympathy, and make sure that they knew that I understood how frustrating that might be just having your items damaged at all, and it went over very well and smooth. I was able to de-escalate and get the customer to ultimately...