Fifteen years 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 e{#blank#}1{#/blank#}her visit. She told the front-desk clerk she had had a wonderful vacation, but was heartbroken about losing several rolls of Kodak colour film she had not yet developed(冲洗) , At that moment she was particularly s{#blank#}2{#/blank#}over the loss of the pictures she had taken at the show, as this was a memory she especially treasured

    In fact, there are no written rules covering lost photos in the park. L{#blank#}3{#/blank#}, the clerk at the front desk understood Disney's idea of loving our guests. She asked the woman to leave her a couple rolls of unused film, and then she p{#blank#}4{#/blank#}to take some photos for them. Two weeks later the guest received a packet at her home. In it were photos of all the actors of the show, personally signed by each performer. There were also pictures of the public procession(游行队伍) and fireworks in the park. These photos were taken by the clerk in her own time after work. I happened to know this s{#blank#}5{#/blank#}because this guest wrote us a letter to express her thanks.

    Excellent s{#blank#}6{#/blank#}does not come from policy(政策性的) handbooks. It comes from people who e{#blank#}7{#/blank#}and from a culture that encourages and models that attitude