So, one of the things that I really like is handling difficult customers, the ones that people have had issues with, that have had trouble with the dealership they're working out of, the agency that it's working for. How do I handle difficult customers? It all depends on what the customer's issue is. So, first I help try and listen, actively listen to what they're saying to de-escalate their mood or their anger or frustration so that we can clarify it. And then I really look for a win-win situation, the ability to help them and the company or whoever it is come to a conclusion that's going to benefit each of us. I try to be as straightforward as possible without being confrontational, and it's going by a lot of feel with what the person is doing. And I have the ability to stay calm and not get caught in the weeds, understand that they're angry or frustrated or scared or in crisis, and it's an opportunity to help them through it. And if you can get through that, then you can develop a stronger relationship with them. If you're able to answer their questions and lead them in the correct direction, they begin to feel more comfortable with you and you're able to resolve the situation. I stay calm, stay focused, and help the customer come to their own conclusions.