I am not touchy-feely. I think the customer is the question, and not what to do. Some customers merit an immediate response and so when called I answer. I almost always forward to the field and answer nearly all the calls except when driving. If the job is stressing me I do wait until I can give a decent response to the customer and not take that stress to the next customer. Anyone that calls me is a prospect and to not service that customer would change them from a source of referrals to a possible detractor.