Say you're busy w/ your normal 12-100 projects, when a [L]user (average
one, not one that could cost you your job) calls (or emails, whatever),
w/ something they want done, that according to them is *essential* for
them to get their job done better. Take in mind, this thing is only
used by a handful of people on your system, versus some apps that are
used by hundreds.

This is something they would like *now*, but did not feel it was
important enough to let you in on any info beforehand, or even that it
was coming down the pike.

Which do you do, drop everything to take care of this issue you knew
nothing about until just now, or tell them they'll have to wait just
like everyone else until the high priority stuff gets done?