1 . This morning I went out for breakfast. It was a lovely day. But what wasn’t so lovely was the lady who took our ______.

It was not a big deal, only that I noticed something unpleasant about her ______. She spoke in a way that was unhappy, certainly not friendly, and kind of ______.

When it was my ______ to approach her and order, I thought to myself, “What can I do to make her day, to ______ her, and make her smile?”

____ there must be something for which I can appreciate(赞赏) her. Then there it was and I noticed it ______.

It was her ______. She had the most unbelievably beautiful voice. It was so good. So

So after she served me in the same ______ way, I said, “I hope you don’t mind me saying but you have the most amazing voice. It’s so clear, well-spoken and ______ so professional that I think it is ______ for announcements or even radio.”

Her whole face ______. She smiled—the first time I had seen her do so. As I ______, I noticed the ______ in her. The customer behind me received a totally different kind of ______, a happier one. It was all because of what I did. Something so ______!

There was a time when I was too ______ to say such a thing. But now I know I must do so. Why? Because I have the ______ to change someone’s day by something as simple as a few kind ______. And you have this power too. We all do.

2 . The other day, my husband and I took the kids for dinner at a branch of Pizza Express. There was a very friendly lady _________ alone at the next table. When the time came for her to pay the _________, her bank card was declined. The waitress told her, in a very kind way, that there was a _________ but that she would call her manager for help. Seeing this, my husband _________ got up and told the waiting staff that we would pay for the lady's meal. _________, when the manager arrived, he explained to the lady that although she couldn't use her _________, there was no need to _________. Pizza Express authorizes(授权) the restaurant to _________ two free meals per month and on this _________, they would like to provide her with a free meal.

She was extremely grateful and apologetic that she had been __________ to pay. We were relieved that the lady had been __________ with dignity instead of being placed in a __________ position.

Then, the manager __________ our table. He said that, __________ we had shown such generosity, he would like to donate the second free meal that the restaurant was able to __________ to us! We were absolutely __________! I had never heard of any chain restaurant behaving in such a(n) __________ way. We were quite __________ with gratitude. I made sure that the lady was able to get home OK, and then we __________ the staff and left ourselves. I was really impressed by how the restaurant had treated this __________ case.