cry, cry, cry...

The company I work for is behind in service. The manager of that department has to analyze every job, what parts are available and what manpower is needed to complete a list of tasks.
Some jobs need our best technician and too many right now cannot be done by a lesser skilled craftsman.
A cracked door covered by warrantee doesn't carry the same weight as the countertop fabricator unable to install a farm sink that wasn't on the job 2 weeks earlier when we were there to make the proper cutout. The sink cutout, countertop installation, plumber, electrician and tile installer are all held up and so is the completion of the job. We cannot ignore priorities like that. The replacement door to one customer may feel like their world is crumbling down, but they have to wait.
However, we have clients who cry and want to be at the top of the list. Many call the owner who gets angry as he feels it's a weakness on all of us in middle-management.
"Just get it done" he says... like we can snap our fingers and make two weeks backlog go away.
We had our installer scheduled on one of my projects that has some decorative panels to be installed. The man we had there ready to wrap things up but the homeowner stopped him requesting we come back when all the construction dust has been cleaned. Okay, I got the call for him to return and everyone is busy. The customer cannot accept that we have other obligations and wants us to 'drop what we are doing' to run over there to install the panels.
I'm in the middle as I get the calls when the service manager doesn't call the customer and schedule an appointment.
Not much I can do but listen to them cry, cry, cry...