>> joy welcoming in the scene of the eyes of a child. >> she knew what to say to people. >> then the princess stopped to ask mr. walter mills if he was cold. he burst do tears. >> she kissed children. this was not what we've seen on a royal tour before. when you think the royal family, they're looking down on you. diana didn't do that. she broke that mold and did something extraordinary. she got down on the same level as the rest of us. she met us eye to eye. she opened up her arms and took us in. never been done before. she got recognition within that environment. she thrived on that.