all Important but #3 imo is the most important, I know I went thru it myself. Best to keep in mind that the person you are dealing with is NOT the person who damaged you in any way and if anything will be the person to make you whole. I usually start off by saying,if I should curse raise my voice tec etc Please dont take it personally its NOT against you after all you havent done anything to cause me any harm or damaged. that goes a very far way It usually ends up getting them on my side to boot