Re: Bad start...
Had it been me in that situation Carol, I would have calmly taken her name. It's amazing how understanding they become when they realise that they will be held personally responsible for anything that should happen to you.
I was once faced with a jobsworth refusing to accept an urgent delivery when I was a courier. It was 8:00pm and he kept telling me that no deliveries could be made after 4:30pm.
I knew that there were engineers frantically working through the night to get some computers up and running for the morning and I was specially assigned to deliver the electronic parts required.
I explained the situation but he was having none of it, so I asked for his name....After a short pause he asked why did I want his name, I told him that he would be held personally responsible for the failed delivery!
He quickly changed his mind and allowed the late delivery....