One of my favorite CBC radio programs is Under The Influence, with Terry O'Reilly, and the most recent episode "It's The Little Things" had a couple of adjacent statements that rang a bell for me.
First, "It's interesting to note that when businesses lose customers, most never try to get them back - feeling it's a lost cause.
But studies show that companies are twice as likely to regain lost customers as they are to gain new ones."
When your family history society loses a member what efforts do you make to get them back?
Second, for the special attention of LAC senior management, a quote attributed to Isadore Sharp, founder of the Four Seasons hotel chain, "We are only what we do, not what we say we are."