"Kill 'em with kindness" does work, too. When someone is being difficult and you are extra sweet, it makes them feel guilty for being mean and makes it more likely for them to help you out especially if they are nurses or office assistants. THey work really hard and have influence with the doctors so it helps to stay on their "good side". Everyone concerned with my son's TX was always extremely helpful and considerate and I made sure to let them know I appreciated it.