Great and supportive welcome, amazingly fast completion of service with attention to detail. Great listening to my previous concerns and effort to prove that D was on the same page with CA and me. It came apart momentarily when we got to a change in policy with expired coupons. While the policy had actually changed several visits before, the way it had been handled left me without that information, but feeling like C was providing every drop of savings he was able. Not knowing that, I challenged D about the change. "Let's go over your bill" or "let's check in with C" would have addressed the issue, which ended up being quickly resolved once that happened. Instead, D felt, understandably, attacked and got defensive, leaving me to resolve the issue. Lesson to me:assume good will and work from there. Lesson to D: Kill cranky, unreasonable customers with kindness rather than simply standing your ground; amazing how it disarms them.