note to self: don't read client comments on cases after just waking up.  you will be too tired to actually respond and will not have your emotional shield in position yet, so all their stupidity will be extra annoying.  wait until you've showered and dressed, just as though you're going out to work, even if you work from home.

a side question: what is it about the customer/client relationship that allows them to feel like double checking things and being nice are not necessary?  how can we foster better? or are they trained from other life experiences?