“We do not remember days, we remember moments." - Cesare Pavese

Another way of looking at this is that it's the small things people remember, not the big ones. For example:

• Your members and customers won't remember the roll out of your new AMS, but they will remember that their contact information wasn't correct in the online directory.
• Your members and customers won't remember all the sessions from your annual meeting last year, but they will remember that they had to wait in line a long time to get their badge.

And of course, they'll remember the positive experiences, too:

• Your members and customers won't remember how much they've spent on your programs all year, but they will remember that you gave them a full refund when they canceled their event registration, even though it was past the cancellation deadline.
• Your members and customers won't remember how much work they put into the last presentation they made at your organization's meeting, but they will remember that you sent them a handwritten note thanking them for their contributions.

Moments are what people remember, both good and bad. What are you doing in your organization to make sure every moment with a member and customer is a positive one?