Describe a tough customer that you went over and how did you do it? I've had numerous customers over the years in a variety of different businesses that have had an issue like that, something they're not happy with, their disappointment because of service that they got previously they found unsatisfactory. I begin by listening to find out the source of their discontent or their lack of trust, disappointment, address that, take it head on, own responsibility for whatever may be relevant or apologize if they're having a problem and offer a solution to resolve the problem, to get back on track, to kind of circle back to what is it that you can do for them to help them. I've done that by