The other way to look at it of course is that you might have been her first dealing with CP, and by being a bit short with her, she might get a negative opinion of the charity, which is never good - you never know, one of her friends might want a cat, and that experience might put her off recommending you. While we are in this for the cats, a charity can't run without people, politeness doesn't cost anything and can get you quite a bit, it can be incredibly frustrating listening to peoples excuses, but you never know when someone will repay you for helping, and sometimes it comes from the most unlikely sources. You can tell I am an ex civil servant where you had to be nice to people regardless of how they treated/spoke to you!!