5 . Carlton Hotels are famous for their brilliant customer service. Well, here’s a wonderful story of this in action, and it_________Joshie, the Giraffe!

When Chris Hurn’s_________came back from their holiday at the Ritz-Carlton on Amelia Island in Florida, they_________returned without Joshie, the Giraffe, Chris’s young son’s “best friend”! They’d_________him behind, and as you can imagine, this caused huge stress and trouble_________! Chris_________that there was nothing to worry about and that Joshie was having a little_________holiday and that he was fine. His son seemed to_________this and dropped off to sleep!

That evening the Ritz-Carlton called to say that they had found Joshie in the laundry and that he had been_________to the hotel’s Loss Prevention Team. Chris told them about his “little__________” about Joshie’s extra holiday and wondered if they would__________taking a picture of Joshie on a chair by the pool to ‘prove’ it! To Chris’s__________, they said they were happy to help — so now that’s two people who could sleep sound!

A couple of days later a__________arrived. In it was Joshie, along with some Ritz-Carlton-branded “goodies” including a Frisbee and a football! Also included in the package was a notebook that__________Joshie’s extended stay at the hotel!

__________ , it included pictures of Joshie__________by the pool of the hotel, having a massage at the spa, meeting with other toy friends and even driving down to the beach in a toy car! It also showed Joshie working on the security cameras making sure that other things didn’t get__________!

The Ritz-Carlton__________clearly went the extra mile for Chris’s son and I often __________to them in my presentations on customer inquiry. It’s a great example of going beyond customer__________.

7 . Michael Yellow-lees set off to complete a 5,000-mile walk across Canada in the spring of 2021, wearing a kilt(短褶裙)and carrying a few items in a handcart, including a guitar. The 32-year-old musician from Dunked, Scotland, walked from the shores of the Pacific Occam to the cast coast of Newfoundland on the edge of the North Atlantic with his pet dog, Luna, an Alaskan husky, by his side.

Speaking about the Scottish Highlands, Mr.Yellow-lees said,“It is a beautiful landscape, but with a strong sense of sadness because of the absence of woodland,wildlife and people. So I decided to walk across the great wildernesses of Canada to raise funds for Trees for Life, a Scottish rewinding charity, and its work to restore(恢复)Scotland’s Caledonian Forest.”

The enthusiastic walker shared some of his experiences, including meeting black bears and hearing wolves cry loudly at night. He also mentioned a moment when he lost Luna after she jumped out of a little boat during a trip in the waterway section of the Trans Canada Trail in Nor-them Ontario.

Yet Mr Yellow-lees was deeply touched by the warmth of the people along the way. In every town and village,people offered him food, shelter and donations. And he was accompanied into towns and cities by marching pipe bands and interviewed by newspapers, the radio and TV.

Steve Mickie wright,chief executive officer of Trees for Life,said, “We followed Michael’s journey across Canada with respect and admiration. Restoring native habitats and wildlife to the Highlands is a big task that no one can do alone. But Michael’s extraordinary journey is proof that an individual can really make a difference.”

Bob Davidson, one of Michael Yellow-lees’ friends, said, “This is not a slow walk in the park, but a long march with heavy equipment on the rough road at an incredible pace. He’s an amazing guy.”

This particular day began at seven in the morning in Casablanca(卡萨布兰卡). My friend Mike and I were going to visit Abdel, a young man we’d worked with on a volunteer project in Kenitra, an industrial city on the Moroccan(摩洛哥) coast. He’d been expecting us to arrive in Casablanca for a few days now, and since he had no telephone, he’d written down his address and name and told us to just show up-his mother and Sisters were always at home.

Apparently the address he had written down was hard for foreigners like us to understand.   When we got into the neighborhood, our taxi driver started asking directions. Eventually, with the help of a policeman, we were led to a house down a winding road. Our driver went to the door and inquired. He came back saying Abdel’s sister was in this house visiting friends and would come along to show us where they lived.

Soon a girl of about sixteen emerged from the house.   Surprisingly, she didn’t look like Abdel at all. Still I’d seen other families where children didn’t look alike, so I didn’t give it too much thought. She then brought us to a yard.   We waited in the yard while the sister went in and returned accompanied by her mother, sisters and brother-in-law, all of whom greeted us with cautious warmth. We were shown into the living room. The mother told us in broken French that Abdel was out, but would be home soon. We sat on low, cushioned seats, drinking sweet mint tea and eating sugar cookies, while the family members sat with us and made shy, polite conversation that frequently fell into uncomfortable silence.

An hour passed, more family members emerged from inner rooms. I was again struck by the fact that none of them looked a thing like our friend.

After another two hours had passed with no sign of Abdel, the family insisted on serving us a meal in their kitchen next door. “Soon,” was the only response I got when I inquired as to what time Abdel might come back.

Finally we heard the words we had been waiting for from the mother. “Please, Abdel is back in the living room.”

I took out the piece of paper Abdel had given me in Kenitra and showed it to the new Abdel.

Christmas Day was coming. I was just a kid then, and my big sister told me there was no Santa Claus. I fled to my Grandma because she would be straight with me. l knew Grandma always told me the truth. Grandma was home, and I told her everything. She was ready for me. “No Santa Claus!” She shouted. “Ridiculous! Don’t believe it. That rumor has been going around for years, and it makes me mad, plain mad.”

“Now, put on your coat, and let’s go.”

“Go where, Grandma?” l asked. “Where” turned out to be Kerby’s General Store. the one store in town that had a little bit of just about everything. As we walked through its doors, Grandma handed me ten dollars. “Take this money.” she said, “and buy something for someone who needs it. I’ll wait for you in the car.” Then she turned and walked out of Kerby’s.

l was only eight years old. I’d often gone shopping with my mother, but never had I shopped for anything all by myself. The store seemed big and crowded, full of people competing to finish their Christmas shopping. For a few moments I just stood there, confused, holding that ten-dollar bill, wondering what to buy and who to buy it for. I suddenly thought of Bobby Decker, who was a kid with bad breath and messy hair. He sat right behind me in Mrs. Pollock’s grade-two class.

Bobby Decker didn’t have a coat. l knew that because he never went out for recess(休息) during the winter. His mother always wrote a note, telling the teacher that he had a cough, but we kids knew that Bobby Decker didn’t have a cough, and he didn’t have a coat. I fingered the ten dollar bill with growing excitement. I would buy Bobby Decker a coat! I settled on a red one, which looked really warm, and he would like that.

“Is this a Christmas present for someone?” the lady behind the counter asked kindly, as I laid my ten dollars down. “Yes.”

The nice lady smiled at me, put the coat in a bag and wished me a Merry Christmas.

That evening, Grandma helped me wrap the coat in Christmas paper.

Grandma and I waited breathlessly in the bush for Bobby Decker’s front door to open.

10 . The moment happened 30 years ago but it was still fresh in my memory. I was a college freshman and had ______ up most of the night before, laughing and talking with friends. Now just before my first ______ of the day my eyelids were feeling heavier and heavier and my head was drifting down to my desk to make my textbook a ______. A few minutes’ nap (小睡) time before class couldn’t ______ , I thought.

BOOM! I lifted my head suddenly and my eyes opened wider than saucers. I looked around with my heart beating ______ trying to find the cause of the ______. My young professor was looking at me with a boyish smile on his face. He had dropped the textbooks he was carrying onto his desk ______. “Good morning!” he said still______. “I am glad to see everyone is______. Now let’s get started.”

For the next hour I wasn’t sleepy at all. It wasn’t from the ______ of my professor’s textbook alarm clock. It was instead from the ______ discussion he led. With knowledge and good ______ he made the material come ______. His insight was full of both wisdom and loving-kindness. And the enthusiasm and joy that he   ______ with were contagious (有感染力的). I ______ the classroom not only wide awake, but a little livelier and a little ______.

I learned something far more important than not ______ in class that day too. I learned that if you are going to do something in this life, do it well, and do it with ______. What a wonderful place it would be if all of us did our work joyously and well. Don’t sleepwalk your way through ______ then. Wake up! Let your love fill your work and study. Life is too ______ not to live it well.