joining me right now laquisha has been here 13 days. >> 7 straight days for the storm anxiousing phone calls. >> -- answering phone calls. >> reporter: how has ha been for you, taking the calls, i'm sure the frustration is taxing on you. >> we have to be empathetic and i lost my power so i can understand how they feel. >> reporter: when you're relate to go a customer is something you might tell them because the human element of what you're trying to do, but you're saying i'm in the same boat you are. >> that's the first thing i advise them, i'm out of my power as well, and they understand i'm in the same boat they are. >> reporter: are have you had a caller who was especially polite. >> we've will people call in and say hey, thank you, i see you guys are working this one lady didn't have the power on and she wanted to thank us for the hard work we've done. >> reporter: to the other side of the coin, have you had people who are unusual unhappy,. >> of course. but again, you have to understand how they feel as well. it's 90 some degrees outside, it's humid, there's no air and some people