{"id":"cx-review-reply-do-dont-staff-card","audience":"small-business","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Make a Do and Don't card for staff who reply to reviews","free":false,"task":"Turn the owner's notes into a card with exactly 6 lines: three starting \"Do:\" and three starting \"Don't:\", each under 12 words. Use only the current rules, and include the reply deadline and where order details go. Plain text, no other lines.","materialLabel":"Your material (attached to your prompt automatically)","material":"OWNER'S NOTES - replying to online reviews (Harbor Bakery)\n- Reply to every review within 48 hours (it was 7 days before, too slow).\n- Use the reviewer's first name when it's shown.\n- Mention one real detail from their review so it's clearly not a template.\n- If a review is negative, never argue about what happened, even if they're wrong.\n- Never put order numbers, phone numbers or addresses in a public reply. Invite them to email care@harborbakery.example instead.\n- Don't offer free items or refunds in public.\n- Old advice (stop doing this): always open with 'We value your feedback'.\n- If a review mentions an allergic reaction, don't reply; tell Rosa the manager the same day.\n- Keep replies short.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Using the 7-day deadline","why":"The AI picks the old number.","fix":"Say: \"The deadline is 48 hours.\"","checks":["r1"]},{"title":"Including retired advice","why":"The AI lists 'We value your feedback' as a do.","fix":"Say: \"Use only current rules; drop the old advice.\"","checks":["r2"]},{"title":"Wrong count or layout","why":"The AI adds an intro or writes 8 bullets.","fix":"Say: \"Exactly 6 lines: 3 Do:, 3 Don't:.\"","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":"Gives the line labels","patterns":["do:","don'?t:"]},{"label":"Sets a per-line cap","patterns":["under 12","each line","12 words"]},{"label":"Says to use current rules only","patterns":["current","old advice","retired","drop"]},{"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+"]}],"hint":"Name the two labels and counts, a per-line word cap, and which rules to exclude.","rubricLabels":["The output is exactly 6 lines: three starting \"Do:\" and three starting \"Don't:\"","One line gives the 48-hour reply deadline (not 7 days) and one line says to move order details to email at care@harborbakery.example (or by email) instead of the public reply","No line recommends opening with 'We value your feedback'"]}