{"id":"cs-winback-email-lost-feature-shipped","audience":"sales","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Write a no-pressure win-back email about a feature they wanted","free":false,"task":"Write the email from Noor to Elias, a former customer. Subject line first (under 8 words), then \"Hi Elias,\". Mention the one thing that has changed, make exactly one ask (a 15-minute call), and add a short line that makes it easy to say no. No discount or offer, no guilt, no \"we miss you\". End with \"Noor\". Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT HISTORY - Pinecrest Studio (contact: Elias Moreau)\nChurned Aug 31 after 2 years. ARR was $26,000.\nExit survey reasons (Aug 28): price felt high for how little they used it; \"bulk scheduling\" was listed as the missing feature they needed most.\nWhat changed since: bulk scheduling shipped on Oct 14 in release 8.1 for all plans.\nPricing: unchanged. No returning-customer offer has been approved, and CSMs cannot create one.\nElias was friendly at the exit call. Noor Haddad was his CSM.\nInternal: the team's win-back target this quarter is 10 accounts; Noor has 3 so far.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Dangling an offer","why":"The AI adds a returning-customer deal to be persuasive.","fix":"Say: \"No discount or offer; pricing is not mentioned.\"","checks":["r2"]},{"title":"Guilt and sales language","why":"The AI writes \"we miss you\" or \"we would love to have you back\".","fix":"Say: \"No guilt and no we-miss-you lines.\"","checks":["r2"]},{"title":"Several asks","why":"The AI asks for a call, a demo and a reply.","fix":"Say: \"Exactly one ask: a 15-minute call.\"","checks":["r1"]},{"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":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]},{"title":"Leaving a requirement unstated","why":"The AI follows its own defaults unless the prompt spells this out.","fix":"State it plainly in your prompt: the first line is a subject under 8 words, then 'Hi Elias,', and the email ends with 'Noor'.","checks":["r0"]}],"promptHints":[{"label":"Names reader and sign-off","patterns":["elias","noor"]},{"label":"Names the one change","patterns":["bulk scheduling","oct 14","what changed"]},{"label":"Limits to one ask","patterns":["one ask","single ask","15-minute"]},{"label":"Bans pressure","patterns":["no discount","no guilt","easy to (say )?no","decline"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"A win-back should lead with one relevant change and one easy ask. Say what to leave out, like offers and guilt.","mission":"Win Elias back with the feature he wanted, no pressure.","musts":["One ask: 15-minute call","Easy way to say no","No discount or guilt"],"rubricLabels":["The first line is a subject under 8 words, then \"Hi Elias,\", and the email ends with \"Noor\"","It says bulk scheduling (the feature he listed as missing) shipped on Oct 14, and makes exactly one ask for a 15-minute call","It includes a line making it easy to decline, and has no discount, offer, price talk, \"we miss you\" or mention of the win-back target"]}