A while ago, a mom called to rant about something. I told her upfront that I couldn't help her; that our office was not the right one and they needed to call somebody else. "Your daughter needs to call..." She and I went round and round for a good 10 minutes. Finally....
Mom: "So what you are saying is that you aren't the right person and you can't help me."
Me: "Yes, ma'am... but I will be happy to listen if you feel the need to continue to talk."
She didn't get it.