{"id":"cs-onboarding-delay-email-sponsor","audience":"customer-success","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Tell a sponsor the go-live is at risk without blaming anyone","free":false,"task":"Write an email to Dr. Lim, the clinic's sponsor. Line 1 is \"Subject:\" with 7 words or fewer. Plain text, under 90 words. Say what the new go-live date is if we get the missing item in time, and ask for that item by a date. Do not blame the clinic's IT team or any person, and do not mention January. End with the exact line \"Aiden, Customer Success\".","materialLabel":"Your material (attached to your prompt automatically)","material":"ONBOARDING STATUS: Eastbrook Family Clinic (sponsor: Dr. Carol Lim)\n\nMilestones: 1 Kickoff (done Oct 6). 2 Staff accounts created (done Oct 14). 3 Scheduling data import (BLOCKED). 4 Staff training (planned Nov 18-20). 5 Go-live (planned Dec 1).\n\nBlocker: the import needs the read-only API key for their old scheduling system. We asked for it on Oct 10, and again Oct 24 and Nov 3. Their IT contact, Mario, says his vendor hasn't replied. Mario has been slow on everything and honestly this is on him.\n\nPlan: once we have the key, import takes 3 business days, then training can be rescheduled. If the key arrives by Nov 14, new go-live is Dec 15. If later, go-live moves into January.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Naming the slow contact","why":"The notes blame Mario and the AI repeats it to his boss.","fix":"Add: \"Do not blame or name any person or the IT team.\"","checks":["r2"]},{"title":"Burying the ask","why":"The AI gives status in three paragraphs and asks at the end, if at all.","fix":"Say: \"One clear ask: the API key by Nov 14.\"","checks":["r1"]},{"title":"Missing the exact lines","why":"The AI writes a long subject and signs off with 'Best regards'.","fix":"Give the subject 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":"Sets the subject and sign-off","patterns":["subject","aiden","last line"]},{"label":"Names the ask and date","patterns":["nov(ember)? 14","api key","dec(ember)? 15"]}],"hint":"A sponsor needs the new date, the one thing you need, and a deadline. Say what to leave out too.","rubricLabels":["Line 1 begins with \"Subject:\" and has 7 words or fewer after it, and the last line is exactly \"Aiden, Customer Success\"","Gives December 15 as the new go-live and asks for the API key (the access key to the old scheduling system) by November 14","Does not blame or name Mario or the clinic's IT team, and does not mention January"]}