I tend to think of myself has having a “can do” attitude. If a client rings with a problem or issue I see it as a personal challenge to find a solution within the required timescale. This isn’t always possible, and I’m not a miracle worker, but most of the time I can get things done, or find an interim solution.
I have a colleague who has a “no can do” attitude. If a client needs something done last minute she fixates on why they didn’t ask for it earlier. Their poor admin is not her problem. She tells them how difficult it will be to sort it, but without finding a solution first.
I find this really frustrating. And it also causes friction in the office as others find her attitude too fixed and negative. We have all had days when things crop up that we hadn’t planned for, or had forgotten about. But we think on our feet and get through it.
If you have a friend that needs something done and is in a fix, you will do your best to help them. I don’t see a difference between a friend and a client in these circumstances (although there are things I’d do for a friend that I wouldn’t do for a client!)
I don’t know what the answer is to changing her attitude. She is not good at learning new things. Perhaps we are the ones that need to find a way to look past this perceived weakness and put in place a better way of dealing and communicating with clients in these circumstances.