There was one time I worked in a medical field office and the wait time was extremely long and the client was the patient was very frustrated so I let them you know say their complaint and I accommodated them by you know apologizing to them seeing what I can do speaking to the doctor if you know we can get the minutes sooner and just hearing that here by hand me and listening to the client it calmed them down tremendously and we were able to accommodate by you know getting them in the next room