{"id":"cs-lost-account-postmortem-fields","audience":"managers","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Write a lost-account postmortem that finds the real cause","free":false,"task":"Write a postmortem for the CS director, Maya, with exactly these five labeled lines: Account:, Reason:, Warning signs:, Do differently:, Owner:. Base Reason on the timeline, not on the cancel form. Plain text, under 130 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT TIMELINE: Hartwell Supply ($48,000 ARR, cancelled Oct 28)\nJan 14: Signed. Mar 20: Onboarding complete. Champion: Dana Reyes (operations manager).\nJun 12: QBR. Dana praised the product; usage steady at 38 of 45 users.\nAug 12: Dana left the company.\nAug 20: Our email to Dana bounced. We had no second contact.\nSep 3: Found a new contact, Pete Voss, on LinkedIn. Emailed him Sep 3, Sep 17 and Sep 30. No reply.\nOct 1: Weekly active users down 60% from peak (38 to 15).\nOct 28: Cancelled via the finance team's form. Reason selected: 'Budget'.\n\nSALES NOTE: 'Lost on price.' Price was unchanged since January. No competitor was mentioned.\nOwner of the account: CSM Jo Park. Maya is the CS director.","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"mistakes":[{"title":"Accepting the form reason","why":"The cancel form and the sales note say budget and price.","fix":"Say: \"Base Reason on the timeline, not the form or the sales note.\"","checks":["r1"]},{"title":"Vague warning signs","why":"The AI lists 'low engagement' with no evidence.","fix":"Say: \"Warning signs: dates and numbers from the timeline.\"","checks":["r2"]},{"title":"Free-form write-up","why":"The AI writes a narrative.","fix":"Name the five labels.","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 labels","patterns":["account:","reason:","warning signs","do differently"]},{"label":"Uses the timeline","patterns":["timeline","not the form","evidence"]}],"hint":"A postmortem should find the cause, not repeat the label on the form. Name the labels and where the evidence comes from.","rubricLabels":["The output is exactly five lines starting Account:, Reason:, Warning signs:, Do differently: and Owner:","Reason says the champion Dana left on Aug 12 and no new sponsor was engaged, rather than price or budget","Warning signs cites the Aug 20 bounced email, the three unanswered emails to Pete, and usage down 60% (38 to 15), and Do differently includes having a second contact or sponsor mapped from the start"]}