I haven't had very many difficult customer interactions, but when I have, I've lowered my voice, excuse me, and I've slowed down my speech, and I listened intently. And in that class I was just talking about, they had said that there's like six important words. One, you say, I'm sorry, I understand, and I don't recall what the other one is, but when you listen and you try to understand their point, you are able to help them, and then they feel that.