Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest (7) out of our Polynesian Village resort at Walt Disney was asked how she (8) her visit. She told the front-desk clerk she had had a (9) vacation, but was heartbroken about (10) several rolls of Kodak color film she had not yet (11). At that moment she was particularly (12) over the loss of the pictures she had shot at our Polynesian Luau, (13) this was a memory she especially treasured.

Now, please understand that we have no written service rules (14) lost photos in the park. (15), the clerk at the front desk (16) Disney’s idea of caring for our (17). She asked the woman to leave her a couple of rolls of (18) film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a (19) at her home. In it were photos of all the actors of our show, (20) signed by each performer. There were also (21) of the public procession and fireworks in the park ,taken by the front-desk clerk in her own (22) after work. I happened to know this (23) because this guest wrote us a letter. She said that (24) in her life had she received such good service from any business.

Excellent (25) does not come from policy handbooks. It comes from people who (26) — and from a culture that encourages and models that attitude.

7. A. working B. checking C. trying D. staying

8. A. expected B. realized C. paid D. enjoyed

9. A. disappointing B. wonderful C. uncomfortable D. important

10. A. taking B. dropping C. losing D. breaking

11. A. developed B. taken C. washed D. loaded

12. A. silly B. nervous C. calm D. sad

13. A. when B. where C. as D. which

14. A. covering B. finding C. making D. keeping

15. A. Excitedly B. Fortunately C. Therefore D. Quietly

16. A. understood B. reminded C. trusted D. discovered

17. A. workers B. guests C. managers D. clerks

18. A. printed B. shot C. unused D. recorded

19. A. film B. card C. camera D. packet

20. A. frequently B. personally C. alone D. actually

21. A. rules B. pictures C. handbooks D. performances

22. A. case B. work C. time D. position

23. A. story B. place C. photo D. show

24. A. only B. almost C. never D. nearly

25. A. advice B. experience C. quality D. service

26. A. care B. serve C. like D. know