Difficult clients, I think I would listen. I would slow down my conversation with them. I would try to repeat what they're trying to tell me. Try to get to the bottom, the root of what they need. If I can't answer the question, find somebody who does. I think I'd tell them my name and be accountable. If I have to pass them along, I also realize it's very frustrating being passed along to somebody else. We want to get the solution as quick as possible, but not rush it.