A Surprise Gift

The other day I received a package and had absolutely no idea what it was or where it came from. The excitement grew as I ripped through the packaging like a kid at Christmas. It was Seth Godin's new book, Linchpin. With it, a note:

A few months ago you bought the Seth Godin boxed set...and now it's already incomplete. So here's a copy of my new book, Linchpin, on me...

I appreciate your support and kindness, and I hope that you'll enjoy my latest. If you've already got one, please give this copy to someone you care about.

Have fun. Do the work. Make a difference.

Seth

Wow. How cool is that? Seth Godin, the marketing genius who has the most widely read blog in the universe just made me feel like we're buddies. He was talking directly to me and he made me feel special. I got this book free.

Make your customers/members feel like that and you're set for life!

Design of the World...Disney World, That Is

Disney knows how to do it right. If you've ever been there you've seen how the lines are interactive experiences, the people are the most pleasant, and every square inch of that property is designed to a T.

As a designer I walk through Disney World paying attention to every detail and it is utterly amazing. The hotels on the property are all themed, and everything from the attire of the workers to the restaurant and room decor follows the theme. It's pure eye candy, and incredibly inspiring. While standing in line you're playing a game, watching a presentation, or taking in the scenery as if you're at a museum. This begs the question: How can we make a boring but necessary part of our business more fun?

While in line to check in at our hotel this year I overheard a woman who was incredibly upset that her wake up call was missed, and I don't blame her. (But I did think, who uses wake up calls anymore?) The employee... I mean "cast member" (that's what employees of Disney are called) of the hotel took a beating with a concerned look on her face, apologizing profusely over again, promising to make it right.

How many of us can admit when we're wrong, take a beating and make it right? Because let's face it, we all make mistakes, it's a matter of owning up to and fixing them that's important.