Not too long ago, a guest checking out of our Polynesian Village resort at Walt Disney Wor

ld was asked how she enjoyed her visit. She 【C1】______ the front-desk clerk she had had a wonderful vacation, but was heartbroken about losing several rolls of Kodacolor film she had not yet 【C2】______ She was particularly upset over the loss of the 【C3】______ she had shot at our Polynesian Luau, as this was a memory she especially treasured.

Now, please 【C4】______ that we have no written service standards covering lost luau snapshots. 【C5】______ ,the hostess at the front desk understood Disney's philosophy of caring for our guests. She asked the 【C6】______ to leave her a couple of rolls of fresh 【C7】______ ,promising she would take care of the 【C8】______ .

Two weeks 【C9】______ , this guest received a package at her home. In 【C10】______ were photos of the entire cast of our luau show, personally autographed by each performer. There were also 【C11】______ of the parade and fireworks in the theme park, 【C12】______ by the front-desk 【C13】______ on her own time,after work. I happen to 【C14】______ this story because this guest wrote us a letter. She said that never in her life had she received such compassionate 【C15】______ from any business establishment. Heroic service does not come from policy manuals. It comes from people who care—and from a culture that encourages and models that attitude.

told pictures developed understand Fortunately

woman film rest later it

hostess know service photos taken

【C1】______