One – it’s a pleasure to see how the people at the park (the heart of the Disney customer experience) respond when they see someone with the Happy Birthday button.  They could simply wish you a Happy Birthday but they take care to use your name as well.  It’s a delight, just as they intend.  And I equally appreciate that this is not an easy thing for them to do, day after day.

Two – I came out of a restroom in the park and found a little bird that seemed to be having a problem.  It was huddled against the wall and kept stretching its wings.  I kept watching the bird for a couple of minutes, trying to decide if it was okay.  Close by were two cast members who noticed my concern about the bird.  They assured me that they were there to watch over the bird until the staff vet got there to check the bird out.  That was impressive, even for Disney.  Caring for the birds that also enjoy the park is special and as an animal lover, I appreciate that even more.

Three – it’s construction time at Disney.  Main Street is getting some love, the under the sea stuff is going up, the new entrance to California Adventure is under way and Tron is under development, to name a few.  But even during all this construction, Disney takes care to ensure that you are looking at something interesting.

That is attention to detail along the entire customer journey.  Fascinating.  That dedication and focus is what makes them great at what they do.  I want the same thing for my program.  How about you?  What great customer experience’s do you want to share?

Knowing that the holidays were coming (even bigger in our house because my daughters birthday is in the mix).  Knowing we were going to have loads of company.  And, we had lots of change going on at work - I needed to do something to give myself the space to recharge – so I broke up (temporarily) with Twitter and my blog and other stuff of similar ilk.  And it worked.  I kept my balance, my energy, my focus and really was able to enjoy my loved ones as well.

Now that the holidays are over, I’m able to take up the digital reins again while walking the line between my E and I self.  I hope all of you had lovely holidays and are feeling freshly energetic in the new year.

Perhaps it’s just me (and I trust you to tell me if I’ve gone awry) but when did predictable become a negative thing? 

When I go to a movie with my child, I want some predictability.  I want to know that we won’t have a repeat of the Happy Feet experience.  We are going for a certain type of fun and it’s satisfying when you get what you pay for.

This is a customer experience, right?  I think that many customer experiences are based in a need for predictability.  You have expectations and you want those expectations delivered upon.  Do you know what qualities your customer’s expect to have every time they use your product?  Do you know how important that predictability is to them?  Do have measures in place to ensure you don’t break those most predictable moments?

Maybe, just maybe, predictability is a lot better than we think.

It’s the little things that are getting to me, the sharp moments of pained surprise like helping my daughter pick out a card for her Grandma (my mother-in-law) and realizing that we weren’t going to do that for my mom for the first time.   Seeing my little girl in her first play and realizing my mom wasn’t going to see it.  I’m feeling more emotionally sensitive too.  Odd, unrelated moments bring tears to my eyes that wouldn’t normally.   I think my tongue is a little sharper too but my oh so patient husband could speak to that more than I… 

Beyond the pain is peace as well.  I had time to come to grips with the loss of her before the time came, which helped me enjoy our time together more fiercely and thoroughly.  I have little treasures of her at home and in my office, keeping the memory of her near.  In my office, it’s an interesting mix of keepsakes – there’s what you would expect (pictures of her) but there is also one of her paintings and the first gift I gave her after I moved away from home.

So here’s to my mom, who lived her life on her own terms, with a strength, verve and determination that I hope I can match.  She never let obstacles or bad times keep her down forever and even death came when she was ready and not the other way around.  I hope to be able to pass on the good memories and good lessons to my daughter.   Never forgotten, Mom – your best lives on in your son, daughter and granddaughter.  I know you were proud of that and I am too.  I love you, Mom.

It starts like this… On a dark and stormy night – oh wait, wrong story.   <rummage, rummage, rummage> Ah, here it is… About a week ago, her second tooth (bottom, center, right) reached a point where it was hanging by minuscule means.  So we began the nightly practice of me asking for one chance to gently tug on the tooth to remove it and her having dramatic hysterics for at least ten minutes before reluctantly letting me try.   Each night, no success (I am fortunate if I can even get a hold of the tooth, much less actually tug).

On Monday night, I finally get to reach in there and it pops right out.  But she is still wailing and begging me not to pull it out.  I start laughing so hard that I can’t even show her the tooth is already out.  She gets more upset that I am laughing.  Finally, I manage some semblance of control and show her the tooth and like magic, all tears and various other symptoms of histrionics disappear.  She is now all smiles.

But suddenly, a new concern rears its ugly head – tomorrow is her playdate with her best friend Esther and she has to show her this tooth.  So nothing will do but we must find a hiding place for the tooth, so the tooth fairy will not take it.  And, to be totally certain there is no misunderstanding, we must leave her a note, in case she ransacks the house looking for the tooth in hiding and takes it.  You can imagine our thoughts at this point, right?

The tooth is fortunately still there to be shown to her best friend and is dutifully placed on the nightstand for pick up by the tooth fairy.  This morning in the car, my little girl starts telling me that the tooth fairy can walk through walls (must be a great skill to have, better than the chimney gig).  She also states, quite firmly, that the tooth fairy gives a kiss for every coin you receive.  Two gold coin dollars translates to two kisses.  Okay, I am with her there although I don’t recall kissing her at that point.  I recall desperately trying to sneak out her room as quiet as I could, despite the various toy obstacles leftover from the previously mentioned playdate.  Then she declares that the first kiss is felt but the second one cannot be felt.  Perhaps because the tooth fairy is already dematerializing in preparation for heading out through the wall, on to her next appointment.

So I walked into work this morning with a big smile on my face, because I had such a great start to my day.  A story moment to treasure and share.  My day is good!

What I wonder about is the thread of small, angry voices I hear on the web.  Why?  Is it fear that causes some to rant and say others deserve such awful reversals of fortune?  Is it spite or small mindedness?  Self-righteousness and smug insensitivity?  I guess I just don’t get it.  Yes, some are in their current situations due to unwise choices.  I don’t know about you but I’ve made more than a few “unwise choices” in my life and had to live with those consequences.  This doesn’t mean that I don’t feel for them though.  It doesn’t mean that I take pleasure or feel smug about their situation.  I know I am not alone in this because I read and hear those voices too – the wondering ones who feel empathy and are thankful for what they have.

Each day, I will live in joy (for my good fortune) and fear (that it might somehow go awry) and empathy (for those who have lost so much).  I suspect, this is how my year will go.  How about you?

Due to a weakness in my lungs (long story/another post covering allergies, asthma and turpentine), I get sick quite a lot during the winter.  I’ve learned to manage, no doubt just like all of you. 

My top things:  drink lots of warm tea (preferably with honey and lemon) and work from home whenever I am able and sick (which helps me rest more and not share the germs with co-workers).  What are your top tips for working through illness?

I believe in setting a goal to try to get to zero by the end of the year when it comes to vacation time.  There is a reason we get that time off – it’s for balance, for health – both physcial and mental.  And it’s important to take time off.  This year, I won’t quite make zero – I’ll be short by a day and a half but that’s pretty darn close.  And it’s important to remember that there’s no award or recognition for not taking time off.  So if you are one of those types – you know the ones, the hoarders of time (I am a reformed hoarder, so I know what it’s like) – then try it for just one year.  Make it your goal in 2009 to get to zero vacation days by the end of the year.  You never know, if you try it once, you might find you’ll never go back to hoarding again.

Do you ever think about how we shade our memories, how they are never quite the way something actually happened but still, they are all that we have?  I know how I remember this weekend… how will she?  What are the differences?  Do the differences matter? 

Trust me to get all introspective at moments like this, I suppose.  The joy of the holidays and the making of happy memories is so powerful to me.  I just want to savor every bit of it.

Another thing that has been on my mind has been the concept of a funereal.  It raises all sorts of questions – is it appropriate to take small children?  How much will the little one understand vs. simply be restive and anxious?  When my mom passed away, we were there and I gave my daughter the option on whether she wanted to see her Nana and say goodbye.  She chose to see her but I would have been fine with either choice she could have made.   Either way, it is always a hard thing to go through for the adults and the children.  Probably one of the reasons I don’t want a funereal – I want an old-fashioned wake.  I want my friends and family to celebrate the memories.  Joy vs. solemn – that’s my choice.  What’s yours?