Training Firefighters
Imagine this scenario: Before leaving for vacation, you leave instructions with your staff, "Do not call me unless there is an emergency." A day into your vacation your phone rings and it's an employee saying that Client X needs you to call them back. You ask if it's an emergency. The employee assures you that it is indeed an emergency. So you take time away from your vacation and call the client back, only to find out it's a simple request that your staff not only can handle, but must handle since you are out of the office.
It's easy to assume that either your employee or your client is calling wolf. From your point of view, especially since you're on a much needed vacation, this wasn't an emergency. From the employee's point of view they asked the client very directly, "is this an emergency?" When the client said yes the employee simply followed your instructions. From the client's point of view this day to day task was an emergency. They need it done today whether you're in the office or not.