“Welcome back. We haven’t seen you in awhile” said Vanessa, the front desk receptionist at the Hilton Trinidad Hotel. The last time I stayed at the Hilton was about 18 months ago.
You are the owner of a small business providing personal care services. A lady purchases a gift certificate for her fiancé for Valentine’s Day. She returns to you 3 months later asking for a refund as he died.
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