My editor used to have a wonderful black lab named Sophie. As dog owners (and parents) are wont to do, Nancy sometimes shares stories of Sophie’s upbringing as a way of clarifying a particular customer service point I’m trying to make. (It’s usually amusing so I let her get away with it.) In one such…

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What was my recent “reward” for reaching the One Million Mile mark with United Airlines? A paper certificate. What? You thought you’d be showered with appreciation and presented with a golden frequent flyer card? Hahaha (evil laughter). Nope. That was that George Clooney movie you saw. In real life, you just get a paper certificate.…

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