{"id":"cs-csm-handoff-memo-four-headings","audience":"managers","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write a CSM handoff memo that separates facts from promises","free":false,"task":"Write a handoff memo for the incoming CSM, Tomas. Use exactly four headings in order: Relationship, Risks, Promises made, First 30 days. Promises made lists only promises that are committed in writing and says which are not. Plain text, under 180 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Kestrel Foods ($72,000 ARR, renews Mar 31). Outgoing CSM: Beth (leaving Nov 14). Incoming: Tomas.\n\nRelationship notes: Sponsor is Marcos Ibarra (COO), warm, replies within a day. Day-to-day: Yuki (ops analyst), very capable but overloaded. Marcos dislikes slides; likes a one-page summary.\n\nRisks: usage fell from 41 to 33 weekly active users after the Sept reorg. Yuki says leadership is 'reviewing software spend'. Competitor Fieldwise pitched them in October.\n\nPromises: (1) Written, in the Oct 2 renewal-prep email: a custom export of purchase orders by Dec 1 (engineering confirmed). (2) Verbal, on a call in September: Beth said 'we'll try to get you single sign-on by year end' (nothing committed by product). (3) Written: QBR on Nov 20.\n\nOther: Beth's favorite lunch place is Taco Rey.","rules":[{"type":"plainText"},{"type":"maxWords","max":180}],"mistakes":[{"title":"Treating a verbal promise as firm","why":"The AI lists SSO by year end as a commitment.","fix":"Say: \"Separate written commitments from verbal maybes.\"","checks":["r1"]},{"title":"Burying the risk","why":"The AI writes a friendly overview and softens the usage drop.","fix":"Ask: \"Risks: include the 41 to 33 drop and the competitor.\"","checks":["r2"]},{"title":"Free-form layout","why":"The AI invents its own sections.","fix":"Name the four headings in order.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the headings","patterns":["relationship","risks","promises made","first 30 days"]},{"label":"Separates commitments","patterns":["written","verbal","committed"]}],"hint":"A handoff protects the next person. Name the sections, tell the AI to separate written from verbal, and cap the length.","rubricLabels":["The memo has exactly the headings Relationship, Risks, Promises made, First 30 days, in that order","Promises made lists the written purchase-order export by Dec 1 and the QBR on Nov 20 as committed, and says the single sign-on mention was verbal and not committed","Risks cites usage falling from 41 to 33 weekly users and the Fieldwise pitch, and the memo leaves out the lunch place"]}