"You catch more flies with honey then with sugar" really is what it says. Having worked in service for many, many years now I can garentee that those who exerise patiance are far more likely to get what they want (and maybe even a little more) then those who run around thinking "The squeeky wheel gets oiled". My philosophy; "Just replace the squeeky wheel, save the oil" I won't go into the 'nastier' side of service, we'll save that for the "When Service Reps Attack" episode.