{"id":"cs-goal-gap-email-projection-math","audience":"customer-success","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Tell a sponsor honestly that the goal will be missed","free":false,"task":"Write an email to Ms. Okoye. Line 1 is \"Subject:\" with 7 words or fewer. Show the projection as a one-line sum like \"28% + 3 x 3 = 37%\", state the gap to the 50% goal, propose the new target, and ask for a 20-minute call by Nov 20. Promise no improvement beyond the trend. Last line exactly \"Teo, Customer Success\". Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Pennant Insurance Services. Sponsor: Ms. Okoye (VP Operations). 120 licensed users.\nGOAL (set in July): 50% of users active weekly by Jan 31.\nTREND: Aug 22%, Sep 25%, Oct 28%. That is +3 points a month. Three more monthly readings remain before Jan 31 (Nov, Dec, Jan).\nCurrent weekly active users: 34 of 120 (28%).\n\nOPTIONS WE CAN OFFER\n(a) Targeted training for the 40 users who never logged in. Our guess: it could add up to 8 points, but that is not guaranteed.\n(b) Reset the goal to 40% by Jan 31 and 50% by Mar 31.\nRECOMMENDATION: do both (a) and (b).\n\nSpeaker note from the CSM director: 'Tell her we'll definitely hit 50% with the training.' (Not supported by data.)","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Promising 50%","why":"The director's note and the 8-point guess lead the AI to say the goal will be met.","fix":"Add: \"Promise no improvement beyond the trend.\"","checks":["r2"]},{"title":"Hiding the gap","why":"The AI says 'we're on a good path'.","fix":"Say: \"Show the sum 28% + 3 x 3 = 37% and the 13-point gap.\"","checks":["r1"]},{"title":"Wrong subject or sign-off","why":"The AI writes a long subject.","fix":"Give the limit and the exact last line.","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":"Asks for the sum","patterns":["28%","sum","math","3 x 3"]},{"label":"Bans promises","patterns":["promise no","no promise","not guaranteed"]}],"hint":"Honest goal emails show the projection, the gap and the new plan, and promise nothing extra.","rubricLabels":["Line 1 begins with \"Subject:\" with 7 words or fewer, and the last line is exactly \"Teo, Customer Success\"","Shows the projection 28% + 3 x 3 = 37% and says that leaves a gap of 13 points to the 50% goal","Proposes resetting the goal to 40% by Jan 31 and 50% by Mar 31, asks for a 20-minute call by Nov 20, and does not promise that training will reach 50%"]}