Okay, so handling difficult customers, what I've found, especially in like the restaurant side of it, the main thing is they want someone to actually hear what they're saying, acknowledge what their complaint is. And sometimes that's all they need. They just need to have someone say, you know what, I understand your frustration, I'm very sorry that that's the experience you had. And then working within the boundaries of my employer, of what I can offer them and what I can do for them. And sometimes that means just apologizing and realizing that there's not going to be a resolution, but being able to have that conversation confidently and comfortably with that person.