What should have happened and should happen in the future is :
He calls with an emergency...
Your intermediary takes the call... evaluates the so called emergency...
IN the case of his sister... he would tell the intermediary and then YOU would call his SISTER and talk to her, or to his mother, or whomever... you go RIGHT PAST HIM...
YOU look considerate and HE gets NO EMOTIONAL support from you... that call was NOT for his sister, it was for HIM. He wanted you to make HIM feel better.
You need an intermediary in my opinion, you need someone to take your calls.
