A tough customer that I won over, and how did I do that? When I was working with Sportif USA and their call center, we were also working with Bear Paw Shoes. We were e-commerce to Bear Paw Shoes, and one really busy Christmas, I had a grandmother call in wanting to track the boots for her granddaughter as her Christmas gift. I let her know that they actually were not going to reach her in time for Christmas, that she did order them too late and did not focus on the cut-off time we had for shipping. That didn't make her any happier that she realized that it was her error, so of course she's going to yell at me a little bit more and try to figure out a way to put it back on me. What I did for her is I explained that there are plenty of stores throughout the country. What I wanted to do with her is get her contact information and do some research, call around two stores in her area to see if I can find that particular shoe that she wanted for her granddaughter or something very similar to it. I did that. I actually ended up was able to locate the exact same boot color and size that she ordered from us, called her back, and let her know what had happened. She was extremely excited, very happy, thanked me, couldn't thank me enough. I confirmed her email information and I was able to email her over the store information so that she could go down there and pick that up for her granddaughter in time for Christmas. Of course, we did a refund when she received the shoes that were on the way to her from our location. She could send them back for a full refund at that point in time.