Many years have passed since I first bought and read Dr. Smith's revolutionary book. I have never found any techniques so universally applicable for dealing with people who don't care about fairness or my feelings. I have successfully used the broken record and fogging techniques to deal with manipulative relatives who want to tell me what to do "to help me" and self-disclosure and the broken record to convince store employees to accept back defective merchandise even if their store policy "doesn't allow" them to do this! This book taught me how to stand up for myself and stop trying to solve everyone else's problems (the store's agreement with a manufacturer or distributor)and focus on getting what I have paid for. I am smiling as I write this because I have just returned from a trip to a major toy retailer whose store manager refused to take back a defective stroller "because you don't have the box." Needless to say, after using Dr. Smith's methods, the manager gave me full credit on my credit card within fifteen minutes. I never needed to become unpleasant or raise my voice. Dr. Smith should be cannonized by the "doormats" of the world. You will be doing yourself a favor if you buy this book!