   neutral   I need to cancel that. We have had a last minute change of plans.     neutral   I see. Would you like me to reschedule you for another night?  
    neutral   OK, we will let you know as early as possible. By the way, will we be able to get a refund on this cancellation?     happiness   Certainly.  
    happiness   Thank you very much.     happiness   
 You are always welcome. 
 No problem, sir. Welcome anytime!    sadness   Oh dear... what should