tough customer that you won over how did you do okay so this one time when I worked for dish from home I got a call right and as soon as I picked it up that the customer was very very angry he was like why am I paying so much why am I paying over $300 for this cable I don't even watch that many channels you know he was giving me he wasn't really angry at me he was angry at the company right so the call started off a little rough and as I moved my way in there what I ended up telling him was well okay well listen I'm glad that you called in today and I'm glad you got me because I am here to help you and I'm gonna help you the best now what I ended up doing for him since I did have a one-on-one with him I was like you know what sir are you in front of your TV right now he's like I am so I'm like all right I want you to tell me all the channels you watch so as he was telling me the channels he watched I was jotting him down right and then once he was done it was a total of about 50 channels and his package contained like over 400 right so he had a total of 50 channels so what I personally did is I went out of my way and I actually created a package for him because you can customize packages I customized a package for him not only did he get all the channels he wanted but he also got a little bit more and it came out to $270 less than what he was paying by the time that phone call well not the phone call right by the time we were done doing the transactions and everything he was telling me how big of a help I was how how much of a wizard I was but yeah that was one time where the customer called in real mad like you he wanted to go to retention he wanted to get out already and luckily he got me and I was able to help him and I gave him a good deal for what the company can do for him thank you