1 . A few years ago, I was conducting a string of customer service conferences in New England. And once again, my client had ________ a motel(汽车旅馆) for me to stay at in Glen Innes. Everything about the service I received at this motel was beyond what I could ever have ________. I was greeted on arrival, ________ with a handshake and a friendly smile, and ________ to my room. At 6 am the next morning, I ________ a country-style breakfast. As I checked out, the owner of the motel ________ me for staying with him and gave me a fresh red apple to eat as I drove on my way.

The Central Motel in Glen Innes is owned and ________ by David and Rosemarie Bryant and is one of the ten motels in the township. Since that first visit, I have stayed at the Central Motel on several other ________. However, the most significant fact is that in the course of that time I have ________ over 1,000 conferences for over 70,000 people. At nearly all of these conferences, I have told my story about how the great service at the Central Motel and the little extra touch of the fresh red apple on my departure ________ me to stay again.

I have no special rights in the Central Motel, other than being a ________ customer who likes to tell the story of how well I have been ________. My story also supports the idea that word of mouth endorsement(认可) and unsolicited publicity(主动宣传) will follow in abundance if you just treat your customers with sincerity and ________.

If one thing can be learnt from my experience, it is that attention to ________ really matters when it is coupled with genuine and sincere customer service. It also shows that most often it is the little things that ________ in business if you want to create and build long-term loyalty.

2 . Angela never liked seeing plastic waste washing up on the shore near her home. She had been _______to call on her community to clean it up, to change the _______, so she tried to set up an organization called Washed Ashore: Art to Save the Sea. Her_______ proved quite a success.

Here's how it _______. Volunteers help clean up 300 miles of shoreline. Then, _______only pasties from the beach cleanup, Angela and many other volunteers create sculptures of sea_______. She explains, “ I mean to create sculptures that make people take a look and_______, ‘How can there be this much waste on the beach ?’ _________, these sculptures will make people consider what they have_______in their daily life and realize how so much plastic ends up in the oceans.” So far, about 10, 000__________volunteers have collected 21 tons of waste and helped create more than 70 works of art. Four traveling__________have demonstrated.the art works in 18 places of the country. One of the sculptures, Turtle Ocean, received a__________honor. It was admitted into the National Museum.

The Washed Ashore team is now working on sculptures of a dolphin, with__________for more sculptures. “ Until we __________ plastic on the beach, the work will continue. These sculptures are a(n)__________ for clean oceans.” Angela says seriously.

3 . Molai grew up in a tiny village in India. The village lay near some wetlands which became his second___________. He learned the value and beauty of _________ there from a very young age.

When he was 16, Molai began to notice something _________ happening around his home. A flood had hit the area earlier that year and the _________ it caused had driven away a number of birds. _________, the number of snakes had declined as well. He _________ that it was because there weren’t enough trees to protect them from the _________. The solution, of course, was to plant trees so the animals could seek _________ during the daytime. He turned to the _________ department for help but was told that nothing would grow there. However, Molai went looking on his own and __________a nearby island where he began to plant trees.

________ young plants in the dry season was ____________for a lone boy. Molai built at the __________ of each sapling(幼树)a bamboo platform, where he placed earthen pots with small holes to____________ rainwater. The water would then drip(滴落)on the plants below.

Molai __________ to plant trees for the next 37 years. His efforts have resulted in 1,360 acres of naturally-grown land that has become home to many plants and animals.