My wife & I snuck off to our favorite breakfast place for a quick bite before my flight out. Yes, it was a detour, but this has been our go-to for the past few years. Reality quickly took a turn from our expected outcome: The usually fresh biscuits came out as over-cooked and stale; the service was less than inspired; and then oh my heavens, a bug on the arugula? Upon receiving the bill we were surprised to see just a small discount off the meal for the insect surprise, as they figured we’d be back like we always have been. That was when we realized each visit over the past few months had been less than stellar, that this place has taken a turn for the worse, and we’ve just overlooked it until today. We aren’t returning to our favorite place, and now I’m even writing a blog about how much we don’t like it anymore. This is a Promise broken to the Audience/Customer, and we are not returning – it is now officially unable to be undone! I call The Promise “The Engagement Experience” for this very reason: You have ONE shot! And if the customer returns,