(A)

　　Not too long ago，an incident that happened at Walt Disney touched me greatly.A guest checking out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she__1__her visit.She told the frontdesk clerk she had had a wonderful vacation，but was heartbroken about__2__several rolls of Kodak color film she had not yet__3__.At that moment she was particularly__4__over the loss of the pictures she had shot at our Polynesian Luau，as this was a memory she especially treasured.

　　Now，please understand that we have no written service rules__5__lost photos in the park.Fortunately，the clerk at the front desk understood Disney's idea of caring for our__6__.She asked the woman to leave her a couple of rolls of unused film，__7__she would take the pictures of the rest of our show for her at Polynesian Luau.

　　Two weeks later the guest received a__8__at her home.In it were photos of all the actors of our show，__9__signed by each performer.There were also__10__of the public procession and fireworks in the park，taken by the frontdesk clerk in her own__11__after work.I happened to know this story because this guest wrote us a letter.She said that never in her life had she received such good service from any business.

　　Excellent service does not come from authoritative handbooks.It comes from people who__12__—and from a culture that encourages and models that attitude.

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