 And after that, they get a chance to talk to someone why they're upset. That doesn't mean we can do it every time, but we're sure going to pay attention to them, be responsive. There's a reason they're upset, and that's all we really focus on. What happened? Why are you feeling this way? Nothing we do should make anyone upset. Bad news we face together. If we drop the ball, we make a mistake. We'll always own it. We're not going to ask the customer to pay for our mistakes.