A taxi driver taught me a million-dollar lesson about customer satisfaction and expectation. Motivational (激发性的) speakers charge thousands of dollars for his kind of training. It 1 me a $12 taxi ride. As a sales manager, I had flown into New York to visit a 2 . For me, time was 3 and my plan included a quick trip from and back to the airport. A clean taxi stopped. The driver rushed to open the passenger door for me and made sure I was 4 seated before he closed the door. As he got in the driver’s seat, he mentioned that the Wall Street Journal (华尔街日报) next to me was for my use. He then showed me several CDs and asked me what type of 5 I would enjoy. Wow! What he did made me very surprised. I could not believe the 6 I was receiving! I took the opportunity to say, “ 7 you are proud of your work. You must have a story to tell.” “I used to work for a famous company. But I got tired of thinking my best would never be good enough. I decided to find a 8 in life where I could feel proud of being the best I could be. I knew I would never be a scientist, but I love driving cars, so, you see, I became a taxi driver.” he said. “One thing I know for sure, to be good in my business I could simply 9 the expectations of my passengers. But, to be GREAT in my business, I have to EXCEED (超越) the 10 ’ expectations! I like both the sound and the return of being ‘great’ better than just getting by on ‘average’.” Hearing that, I felt lost in thought. The warm-hearted man had taught me an important lesson.