{"id":"cs-save-plan-memo-at-risk","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"advanced","title":"Write a save plan memo when sources disagree on why","free":false,"task":"Hollis & Gray (ARR $86,000) renews March 31 and says it may leave. Write a save plan memo for your CS director with exactly these 4 headings in order: Risk, Root cause, Save actions, Ask from leadership. Root cause must weigh both explanations in the notes and say which the evidence supports. Each save action needs an owner and a date before March 31. You can't offer more than a 10% discount without VP approval, and no one can promise a roadmap date. Under 260 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Hollis & Gray - renewal Mar 31 - ARR $86,000 - 3-year customer\n\nEmail from Grace Lam (their COO), Jan 12:\n\"Honestly the November outage killed confidence here. Two days without the portal during year-end close. Unless something changes we'll be evaluating other vendors.\"\n\nSupport summary (from Nico, support lead):\n- Nov 18-19 outage, 31 hours, affected all EU tenants. RCA published Dec 2. No repeat since.\n- H&G opened 14 tickets in Dec-Jan. 9 are about SSO: their auditors require SAML SSO for the new finance team and we only support it on Enterprise; they're on Business.\n\nProduct note (Dana, PM): SAML for Business plan is \"being explored for H2\", no commitment.\n\nCSM notes:\n- Usage flat until Dec, then finance team (22 of 60 users) stopped logging in after Jan 5.\n- Grace asked on our last call if we'd \"make it worth their while.\" AE Ruben floated 20% off in Slack. Not approved.\n- Enterprise upgrade list price would add $14,000/yr.\n- Champion: Leo Brandt, finance systems manager. Exec sponsor: Grace.","rules":[{"type":"maxWords","max":260}],"mistakes":[{"title":"Taking the customer's word as the cause","why":"The AI repeats the COO's outage complaint as the root cause and misses the SSO pattern.","fix":"Ask: \"Weigh both explanations and say which the tickets and usage data support.\"","checks":["r1"]},{"title":"Not fixing the headings","why":"The AI invents its own sections and order.","fix":"List them: \"Use exactly these headings in order: Risk, Root cause, Save actions, Ask from leadership.\"","checks":["r0"]},{"title":"Promising what you can't","why":"The AI offers the 20% discount floated in Slack or a feature date to sound helpful.","fix":"State the limits: \"No discount above 10% without VP approval. Don't promise a roadmap date.\"","checks":["r2"]},{"title":"Vague actions","why":"The AI lists actions with no owner or deadline.","fix":"Say: \"Each action has an owner and a date before March 31.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"Memos run long, and AI can't count words.","fix":"Cap sections: \"each section under 50 words\", well under the 220 limit.","checks":["maxWords"]}],"promptHints":[{"label":"Names the headings","patterns":["root cause.{0,40}save actions","headings?"]},{"label":"Asks it to weigh both causes","patterns":["both","weigh","which.{0,20}(evidence|data)","outage.{0,30}sso"]},{"label":"States the discount limit","patterns":["10\\s*%","discount"]},{"label":"Bans roadmap promises","patterns":["roadmap","promise","commit"]},{"label":"Asks for owners and dates","patterns":["owner","dates?","deadline"]}],"hint":"The customer's email and the support data tell different stories. Ask the AI to weigh them, and give it the limits on what you can offer.","rubricLabels":["Has exactly the headings Risk, Root cause, Save actions, Ask from leadership, in that order","Root cause names both the November outage and the missing SAML SSO on the Business plan, and says the evidence points mainly to SSO (9 of 14 tickets, finance team stopped logging in after Jan 5)","Every save action has an owner and a date before March 31, no discount above 10% is offered without VP approval, and no SSO delivery date is promised (product's H2 note is described as not a commitment)"]}