One of the most difficult customers that I had was a Hispanic lady. She had lost her husband and was unable to find work immediately, and she wanted to terminate our services. It was cable, you know, something that she didn't feel was important enough to keep on in that difficult situation. She told me that most of the channels that she was getting were in English, that no one had listened to her, that she had tried to cancel previous times. I listened to the root problem. What I did was I gave her services, additional services, promotions for three months for free, and I downgraded her regular service. The bill came out around half of what it was previously. She had been irate, screaming, yelling, cursing, but again, at the end of the day, when you actively listen to a customer and realize what the issue is, and you have a way to solve it, like I said, at the end of the day, you're going to have a happy customer.