It sounds to me like Whitney responds to all of her existing customers with no problem and I have no doubt she is very nice. However, I think the problem arises with people calling who are not yet her customers. As I said, she is probably overwhelmed with new requests and doesn't know how or want to handle them so she ignores them and that is not good business. She should simply say she is not taking on new clients at this time, not tell them she will call you back and then never does hoping they will just quietly go away.
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