How I accidentally almost destroyed our breastfeeding relationship

I’m sharing this because there are lots of things and issues about nursing that aren’t well known. The major problems are, well, major. It’s also totally possible to have a minor issue that can be the start of a long slow slide into problem land, which is where we landed at 5 and a half months.

There was never really a question that we would breastfeed, or that we would breastfeed until our son was finished (assuming of course that there were no issues that 100% prevented us). Silas was born and everything seemed fine. However, given that he’s our first I had NO basis to know what a good latch felt like or what nursing would be like.

silas family 1 IMG 9658 v2 200x300 How I accidentally almost destroyed our breastfeeding relationship

A little background is that we ended up with a vacuum extraction with epidural (because of a giant head and stalled labour during pushing!) and I was hospitalized for a blood transfusion after hemorrhaging. I’m mentioning this because the former can impact a baby’s latch (because of headache / tension in the head) and the later can impact the mother’s milk coming in due to stress.

After Silas arrived everything seemed to be trucking along. Sure, I had minor nipple soreness and vasospasm (which was awesome when you add a cold Canadian winter to the mix). It mildly annoying, but not so bad that I ever really thought about it as being bad. Silas also had some clicking and gas at let down, which got better as he got older so again I didn’t think too much of it.

Around his second-third month we had a brief phase of bright green poops. I did some research and it was likely one of two things – diary intolerance or a foremilk/hindmilk imbalance. We decided to try treating for a foremilk/hindmilk imbalance by block feeding first (as it was easier to test that solution than to cut out diary for 4+ weeks and hope for the best). A few days of block feeding seemed to do the trick and everything went back to normal.

After the next few months we had a slow increase in fussiness at the breast (pulling off and fussing), nipple pain, and vasospasm. We also had slow-ish weight gain. However, we also had the stomach flu in the middle which made it hard to differentiate if the slow weight gain was because of the flu or because of feeding issues.

At 4 months our doctor wanted to keep an eye on his weight. We went back at 5 months, and while he’d gained a pound, my mom-radar was sure that something was up. I had done some research into tongue ties (aka, something came through one of my multiple feeds and caught my eye) and thought that there might be a chance that Silas had one as his tongue ‘cupped’ when he cried. Also, papa had both his upper lip tie and tongue tie cut and they can run in the family. The doctor did a quick finger sweep and said that everything looked okay – however a finger sweep generally only catches anterior tongue ties and not posterior tongue ties (and especially not posterior submucosal tongue ties!).

Some background is that tongue ties generally cause a poor latch because the baby doesn’t have full use of their tongue. Breastfeeding is a supply-demand process. A poor or shallow latch can mean that the breast isn’t fully emptied in a nursing session, which the body interprets as the breast making ‘too much milk’ and so signals are sent which cause the body to down-regulate milk production. This can quickly create a negative feedback loop with the end result that your supply can drop. When I switched the block feeding I accelerated this process because we were feeding from one breast over several sessions (i.e. the other breast would get fuller but not be emptied so the body would signal it to produce less milk). Note that not all cases of tongue tie will result in a drop in supply, but it is totally possible!  A risk is that if the infant gets frustrated at the breast (with low flow/low supply) and so nurses less, they too can contribute to the negative feedback loop and further decreasing supply.

I was worried that we’d get stuck in the negative feedback loop and that it would result in Silas getting so frustrated that he’d self wean in the next few months (worst case scenario). Given that I want to nurse until he’s finished, this was scary for me. Stress also doesn’t help with supply or flow. Oh life, how you challenge us – insert brain jumping to irrational worst case scenarios “yes body, please relax even though you’re freaked the fuck out about this issue that may result in your baby starving”. (Silas was never at risk of starving, so don’t freak out.)

At this point we’d seen a lovely IBCLC who had diagnosed a submucosal posterior tongue tie and given us some good advice on helping improve our latch and my intuition was telling me that our doctor was wrong. We managed to finagle a referral to the Newman Breastfeeding Clinic to have Silas checked out.

Dr. Newman did a cursory check on our first visit and recommended Domperidone (a medication whose off-label use can increase milk supply). I was nervous about this solution as increasing my supply would help with fussing at the breast as the flow and let down would be faster and stronger. This might not help in the long term, as if there is a physical problem with the latch the body will eventually revert back to the negative feedback cycle creating a loop of needing more Domperidone to further increase my supply, and so on. It was basically half a solution.

On my own, we went to see a craniosacral therapist to see if by releasing some tension in Silas’ head/neck his latch would begin to improve. We were very lucky and happened to be there on a day when their staff IBCLC was there. She did another exam and also agreed that we have a tongue tie. She recommended a specific doctor at the Newman Clinic, who we made an appointment to see. We also saw an osteopath, again to help with alignment and releasing tension. Together, the two treatments allowed the beginning of a better latch as seen by a decrease in vasospasm. However, it still wasn’t perfect as the latch was shallow (aka, slipping off the nipple).

We went back to the Newman Clinic last Thursday. The doctor we saw this time was very thorough in her examination and saw the tongue tie. After almost a month of dragging the two (and sometimes three) of us around the city for various appointments, this was such a relief! It wasn’t the most extreme tie, but I asked for them to cut it anyway. Breastfeeding is a relationship with two people, the mother and the infant, and both parties need to contribute to make it succeed.

I had a talk with Silas before they did the snip. I told him that being a parent is difficult. You make decisions on behalf of someone else and you hope to hell that you make the best decision. I apologized for making a decision that would end in him feeling pain and told him that I hoped that it would help things be better down the road.

Hearing Silas cry when the tie was cut was heartbreaking. Seeing his mouth be bloody right after was so sad (the bleeding did stop really quickly!). Seeing him be fussy because his mouth is sore is difficult.

There’s still the possibility that it will reattach (damn you oral tissue for healing so well!), but as of right now the initial snip was totally worth it.

The first time he latched after the clip and every time since, it has been totally pain free. Even though my nipples never cracked, bled, or were excruciating - every single time he latched there was a niggling little pain that was so constant I’d mostly tuned it out. In fact, now nursing is pleasant. With the addition of Domperidone and a faster flow of milk. Silas had also gained 10oz in 16 days, actually gaining on his growth curve. This is amazing because my gut was telling me that before he was getting enough milk (as seen by some weight gain), but not enough to be fully satiated and totally happy with his feeds.

We didn’t have extreme symptoms and it wasn’t an extreme posterior tongue tie, but having it clipped made a big difference to our nursing relationship. The caveat is that not all revisions will see improvements. I still think that it is worth trying, especially given the other potential benefits (fewer dental cavities, better speech, and even the potential to be able to stick your tongue out far enough to french kiss when he’s older!).

I’m glad that I stuck with my intuition and chased down the system until we got confirmation and a solution. I’m gutted that I risked our nursing relationship in the process and that I contributed to the problem by block feeding. I’m sad that I might be on Domperidone for the rest of our nursing relationship. And I’m sad that being on Domperidone means that I won’t be able to be a breast milk donor. 

I’m glad that I get the chance to continue to take way too many photos of my little man nursing. I love you littlest man and am so glad that we’ve been able to build this bond. We’ve learned that sometimes you have to work for the important things and about the comfort that comes from being cuddled close. 

What an Airport taught me about Forethought

I was at the airport last night bouncing around between cargo and customs, battling rush hour traffic the entire time. We managed to get everything done, but not without minor freak outs on my part.

I could kvetch about how terrible airports are and about how by the book customs agents are, but that isn’t really the point.

At some point in my freak out, Jason looked at me and told me that I didn’t need to be so huffy with the employee. He was right. But in that moment, when I frustrated and annoyed at the airport layout and pissed off that the employee answered my question about where specifically we were on the map he had just handed me with a verbal “you’re here” (duh – but where is ‘here’ on the map?)… In that moment, I didn’t care.

As a customer, I bear some responsibility for how any particular interaction occurs. I get that things go smoother if I’m nice. If I’m always nice though, what incentive does the other party have to step up their game, to fix problems, or to make things better? Its a two way street and if you happen to work in a job where there is a mis-match in information then being nice/more upfront may just be something that you should just do if you want to minimize frustration.

Jason also reminded me that a lot of why I was frustrated wasn’t the individual employees fault. Again, he was totally right.

It made me think about companies and decision making. That customer experience and interactions with employees start well in advance of a particular occurrence. In that moment, it wasn’t just me or the employee that were responsible for the interaction. The corporation needs to take responsibility as well. If your goal as a company is to improve engagement or customer satisfaction or reduce employee turnover, then you need to think about the bigger architecture.

Have you built your systems and processes and environment so that customers are receptive? Have you labelled doors well? Does your IVR direct calls quickly and clearly? Did the “you’re here” and the “you need to go there” parts well on the map so that they’re clear even when photocopied?

So much more can be accomplished if we take the time to think ahead. Forethought is today’s word of the day. How could you make your next big work project easier if you focus more on forethought and less on just getting it done?

Other lesson learned? I get way more stressed out and prone to anxiety when I haven’t eaten in the last few hours. We should probably just keep a bag of trail mix in the car for just such emergencies.

Accidentally breaking into an airport building after hours while there were cop cars outside didn’t do much to calm me down. Yup.

The “Its Not My Job” Syndrome

I’ve found myself saying “Its not my job” a lot lately. I hate it. I don’t want to be someone who says those words. I don’t want to be someone who believes those words.

I’ll go out of my way to help people who help themselves. Or when it really is a bind. But I resent getting squeezed because the system/culture/people don’t allow enough time or can’t make up their minds. Being the low man on the totem pole (from both a title and organization point of view), I’m the one who is supposed to drop everything to rush to get things done. There’s little consideration to prior plans or fluctuating stress levels or wasted time and effort.

“Its not my job” is another way of protecting myself – from deadlines that are unrealistic or bosses who ask you to do work that is demoralizing. Its a safe way to say ‘no’ and pushing back. The problem

Maybe its time to start having some courageous conversations instead. Its scary to take a stance and put yourself out there as the one who’s vocally not going along with the way things run. But I’d rather be the person who speaks out in an attempt to make things better than be the person who mutters and holds everything back.

Do you have a picture of who you are? What could you change today to help you be more like that picture?

Come on President’s Choice MasterCard, all I ask for is some intelligence & usability

I’ve been a President’s Choice MasterCard customer for a long time. I’ve been an e-Statement customer from pretty much the day they offered the service.

At the beginning of the month they changed their website (and my guess is likely their provider). Here’s what they did wrong.

1 – They didn’t send out a specific “hey we’re changing our systems so here’s what you need to know” email. Instead they tagged it onto the end of a notification I used to receive which let me know that my statement is available to view. Problem? Those are a reminder email, which means that most customers don’t read them. I got my notification and assumed that everything was status quo. You need to understand how customers use your system and behave and build accordingly.

2 – They didn’t import notification/alert preferences into the new system, so I never received the alert that reminds me that my payment is due. Ergo, my payment was late. Yeah, yeah, yeah I know – as a customer I have a responsibility to check and stay on top of things. However, when you train your customers to look when they receive a notification email that their payment is due and then you stop those emails without warning, what did you expect was going to happen?

3 – You didn’t port my account information over. I had an account on the old system, so why did I need to create an account on the new system? If you wanted me to update my password to meet your new/stronger criteria, then you could have just had me do that. Really, I consider this a standard part of any upgrade – as a business, you need to make sure that people are moved over. Think “seamless” and then act on it.

4 – Make sure to label fields well & specifically. For example, I had an account on the old system so I assumed that I needed to fill out the section that said “re-register / already enrolled”. Not exactly. It turns out that I needed to create a new account, entirely from scratch. I needed the “need to enroll” option. Again, how would I have known that?

5 – Example two for labeling fields correctly. They asked for the name on my card. Normally when I see that field on the interwebs I type in “Jana LastName”. The actual name on my card is something more like “Ms Jana LastName”. Small difference, but different nonetheless. Not necessarily a big deal except for the fact that I’ve never once had a transaction declined because my name doesn’t match which has trained me to think that the first way is fine. Lesson? If you want things to match specifically, give detailed examples. If there is a reasonable expectation that something different will work (especially based on typical transactions) then either a) accept the common variants, or b) let me know exactly what to do. Don’t just block the transaction and make me call your call centre.

6 – Don’t ask stupid security questions. These need to be uber, uber specific. Remember that I likely won’t come across these until six months, a year, or more down the road. If there is any wiggle room about my answer then I will get it wrong. Which means that I’ll have to call you – costing you money and pissing me off. Here is an example of one of the really stupid questions: “What is your pet’s name?” Which one? I have multiple pets. What happens if my pet dies between now and when I have to use this question?

This is bad execution.

I wish that companies understood that bad execution slowly erodes our trust that they are looking out for us, that they can do their job well, that we should trust them. Usability matters. Your customers’ expectations matter. Doing your job well matters.

Rogers iPad Pricing & Brand Impacts

I’ve been following the #rogers hashtag for a while now, partly because I’m curious what people are saying. Its blown up over the last week as people have responded about Rogers’ iPad pricing (mostly negative, see the massive comment thread over at Redboard) . I’m not going to discuss whether its good or not, as I don’t have the sort of inside knowledge to make that judgement call.

I don’t know where the mistake around the $20 sharing plan started or whose fault it really was. What I do know is that the people who bought first gen iPads are die hard Apple fans. And these customers believe in Apple (and likely believe that they can do no wrong). Compare them to Rogers, a teleco that customers love to hate.  When something goes wrong, the customers automatically blame Rogers (after all, they *always* mess up, make mistakes, are out to screw us!).

When you partner with a company, you need to think about how the customer views you both. When you are the company with the weaker reputation you need to make sure that you cover your ass and have all your ducks lined up before you launch. Because if something goes wrong, its your company that will take the blame regardless of where the issue originated.

You don’t want to lose the brand war with Apple because you weren’t prepared.