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 or...

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 me...