Well, you're always going to get a challenging member, customer, client, right? Maybe it's a little bit of miscommunication, understanding, but my thing is this, is to acknowledge the member prospect and not to negative talk on the company or us, but it's going to be, I apologize, I totally understand, this would be totally upsetting me, and I get it, but let's see what was the challenge, what is it, what's the situation, and allow me the opportunity to look at your information or policy, and I get it, you have every right to be upset, just give me that opportunity, let's look at it, let's see if we can come to a solution, let's talk about that. So depending on what the information is or the miscommunication, you know, I would just solicit, okay, this is the information that is a benefit to you, and this is maybe something that maybe wasn't relayed, but let's look at it, elaborate. So for me, when I would have my other positions, when I worked at Department of Public Safety, of course, those are driver's license and IDs, so I always had irate customers, right? And I would encourage folks to let me talk to those individuals, not because I thought, oh, yes, I'm this grander person and I can, no, it was just that I had the empathy for those individuals, you know, so then I would encourage them, you know, and then you have someone that maybe there's something that they need and it's just because they don't know what to ask for, it just gets more of a chaos and a more confusion. So I did have one individual, I think he was just, it was just very frustrated, right? And he was just not wanting to talk to this person that had approached him. So then, you know, I inquired and introduced myself. I asked him for the individual's name, you know, he told me the situation and I said, you know, I totally get it, but with the requirements.