A time I dealt with a challenging client, this happened about I want to say two to three weeks ago. This individual came in yelling at me and all the other associates that I work with complaining about a problem that they were having with their account. At first I had given them a simple answer that, you know, this is the problem you're having with your account, this is how we resolve that issue. They were upset, they told me that they didn't want to hear any more apologies after I had apologized, rightfully so, because everyone had been telling them the same thing. What I then understood was this person, however they do want the answer, but they also want to be made to feel like the problem that they are dealing with is important, which it is. Because while it may seem small to us, to them if it's a problem that's affecting their life, then it is a big problem, no matter if we see it big or small. So I then gave her a reassuring answer to let her know that we do care and tell her the ways that we can avoid it in the future and we just move forward. So instead of trying to push the answer on to her, kind of put her at ease as well, because she felt in that moment her life was falling apart. So I just wanted to provide some reassurance before giving the answer to make her feel like we really do care about what's going on, to find the best way to assist her, and then also avoid the problem going forward in the future.