was a division director in a state government agency. I got called to an outage in his office–not a page, a phone call, with a 911 response–which was standard for any call from a division director's office. I took the time to finish the call I was working on, then tell the next two users in line I needed to go upstairs.

I got his problem fixed (bad nic card), then went back to my other customers. A couple of days later he grabbed me in the hall and wanted to know why I had left other customers waiting while I serviced his PC; I told him the response policy as given to me. He told me that as long as I was supporting his division, he wanted his people's PCs fixed first because they were the ones who did the actual work. I was to respond to his office in whatever sequence the call fell in the queue.

Other than calling his office and letting him know I had the call, that's pretty much what I did the rest of the time I worked there...although, whenever possible, he did get same day service. As far as I was concerned, he'd earned it.