moment surprises

There's someone I deal with job-related who is nothing but trouble. He loses or breaks his phone, and requests me to sidetrack from somewhere to use my phone {then "hogs it," and I use it job-related, and I can't answer calls when he's "hogging it." Never on time for appointments, making me late...

In a few minutes, I'm going to deal with a customer who is very "unpredictable" and always throws me last minute "surprises" which throw me off. {no matter how much I explain to her that I have a schedule to keep, and it throws me off} That she doesn't have any spur of the moment "surprises" for...