Not one to say told ya so, but I remember the first time I heard about MoviePass. Sounded too good to be true. For a very low monthly membership fee of $9.95, you could see one movie per day in the theatre! Friends of mine flocked to COSTCO and online to get this latest and greatest promise. Eventually friends started receiving notice that this was not sustainable for the company and the rules changed. When the expectation is set, and then the result changes midstream, that is called a broken promise in business. This was the ultimate example of which I speak in the Commercial vs. Reality segment of my presentation.     What you are advertising had better be what the customer gets, or they will leave in droves. Such is happening now to MoviePass. What is The Promise you make to your customers, and how are you delivering, over-delivering, or – gasp – not delivering what is expected?  Thanks to my friend, NSA Mountain West Chapter President and fellow Speaker, Michelle McCullough, for her Facebook post that inspired this blog post!     ~ Jason  Jason Hewlett, CSP (Certified Speaking Professional), CPAE Speaker Hall of Fame, Keynote Speaker