Um, the first bit is to get over preconceptions. A lot of times customers have an idea of how a business works or how something works, and that's what they assume. A lot of what you have to do in those cases when they're being tough and they're being presumptive like that, is to logically and calmly counter those with what's really the case is. A lot of it is just a lack of understanding of the product or service. Once you get past that, once you get them on the same page of you, you know, it's a whole lot easier.