After a time of pounding, I'm in their heads. I don't charge myself with having to fix whatever people call in with. I assume if I give them the principle, they will be creative. To take all the responsibility from a caller is arrogant. I wouldn't be half as tough.
Callers have privacy.
They have anonymity. They don't have to see my face. When you see the face of somebody being strong with you, it's harder to bear because it makes you feel like a little kid with a parent who's mad. I can get away with a lot more usefulness, actually, because callers can't see me. Also, callers have a relationship of trust and respect with me long before they pick up the phone.