The making of complaints is obviously an unpleasant business, and if the pill can be sugar-coated, the opportunity must not be missed, as much mercenary as from friendly motives.

• 提出索赔显然不是一件愉快的事，所以如果能将话说得中听一些，使事情易于被对方接受时，则不要错过这样的机会。当然，出发点是为了钱财，但也不可忽视友谊。