Um, there was a time where I had a customer who was very unhappy, um, about the fact that we were not able to, you know, um, I, I ran a car with enterprise, um, at that time, just cause we did not have anything available. Um, she was very upset, um, very much expressing her emotions and her feelings over the phone. Um, through that time I allowed her to, you know, express those feelings, express those concerns. Um, my main concern there was just making sure I was listening, but in the back of my head, I'm feeling as if, do I have the ability to help this woman? Do I have the ability to, you know, try to have a good outcome come out of this situation? I was beginning to feel as an if, you know, because she's upset, um, is there anything that I can possibly do? Um, like I said, I continued to listen to her, continue to allow her to express her feelings. Um, once she was done, I obviously tremendously apologized for the inconvenience that we may have caused to her, um, but just express the different outcomes that, you know, we possibly could to resolve this, uh, issue. Um, even though they weren't the outcome she was really looking for, um, I was able to resolve it by just making her feel as someone was listening, someone was trying to accommodate her in every way possible that they could, um, and just making her feel like, okay, I may have not got the outcome that I was looking for, but someone was there, someone cared, someone was able to resolve my, um, problem, um, in some type of manner, um, just to make me feel like, you know, she, she felt like we cared and I was there for her to help her as best as I could. So just basically I was just listening to her, um, just making sure I tried to understand her the best I could and just figure out the best way to, you know, make this outcome become a better one than it started off with.