What have I done to improve verbal skills and listening skills? I'm going to tell you something, this last job that I had, even though I'm looking for another opportunity, I learned a lot from them. It's patience, patience and understanding. You can't go ahead with a full offensive attack. You've got to step back, you've got to be in their shoes, you've got to think like they think and be like they think. Each customer and each person is different, so you can't go ahead and attack or have this type of swagger with one customer and expect to have the same outcome with another customer. It just doesn't work that way. It's patience. You've got to understand them. You're basically taking their call or you're taking their appearance for the very first and you have to garner their attention and trust quickly. How do you do that? Well, you've got to know where they're coming from, you've got to know where they're coming from quickly. They've got no problem telling you about it, you're just going to understand it, listen and respond effectively.