 I had a tough customer once. She was having a really bad day. She was angry that nothing was going right. And what I did is I took a minute to listen to her. I listened to what was happening. And then honestly, I diverted her, her conversation, I diverted the conversation. I found out what was really happening and we discussed that and at the end of the phone conversation, we both ended up laughing and she cried a little bit, but she had some personal stuff happening and we ended up a very good note and she was very pleased and we were able to help her achieve what she was looking for.