Helpless and out of control

I got into the crowded elevator in my building. A women close to the button panel asked me my floor. When I told her "three" she asked me if I was going to Licenders. I smiled and told her, my wife and I owned the company. She told me what a great company it was and how she had been here before for lice treatment. She felt helpless and out of control until she came to us.