DO see this situation as an opportunity to cultivate new regulars.  Focusing too much on one can be bad for business and your sanity. 

[quote author=Colette link=topic=944.msg9931#msg9931

Yes i can see that i really need to clear the air. I think my problem is that I'm not a naturally dominant person and i worry too much about upsetting other people when really i should think more about my own feelings.
[/quote]

Here is a tip (take it or leave it, i dont profess its a great one!) i was taught a long time ago when i was an assistant to a PA that happend to work for a brutal and horrible man.  when you make these calls you feel your uncomfortable with, always think in your mind 'this isnt my decision, im just following orders' (seems simple but put in to practice youd be amazed).  So when your talking to this man, have it in your head that you are following your bosses orders (your boss is the real you)  and colette is just sticking with the company rules and clarifying them so as not to cause any future confusion as there seems to be a little confusion already.  Be your own PA for a couple of minutes.  that technique has helped me through a ton of situations i can tell ya!  Just remove yourself from the personal details.... go in to role play.  you can do it.  we are all behind you. x

DO see this situation as an opportunity to cultivate new regulars.  Focusing too much on one can be bad for business and your sanity. 

Very, very wise advice - something many of us, including me need to be reminded of.

Thanks