This thread really is great. As the totality of the PDB "offering" seems to be hodge-podge to say the least.

Where I work, if my boss asked me to do something to the customers when they called or walked in the door, I'd do it. Maybe I wouldn't feel like doing or want to do it, but I'd do it. Why? because the boss told me too.

Now if there was some reason I couldn't, I would say to the customer, 'hey sorry, you didn't get _______, let me know what I can do now' but to just ignore it or hide from it is crazy.