{"id":"exec-customer-escalation-brief-timeline","audience":"consultants","category":"leadership-work","track":"leadership","level":"intermediate","technique":"constraints","title":"Brief an executive on a customer escalation with a dated timeline","free":false,"task":"Brief your executive on a customer escalation in plain text, under 150 words. Sections on their own lines: Situation, Timeline, Ask. Timeline has exactly 4 lines in date order, each starting with the date. Use only dates and facts in the notes and the latest information. Situation is one sentence. Ask is what the customer wants, not what you recommend.","materialLabel":"Escalation notes (attached to your prompt automatically)","material":"Customer: Brightwell Clinics (fictional), a 40-site client.\n\n- Oct 2: Brightwell reported appointment sync failing at 6 sites.\n- Oct 3: Our support acknowledged; first diagnosis said it was their firewall.\n- Oct 9: Support found the real cause: our Oct 1 update changed an API field. Fix released for 4 of 6 sites.\n- Oct 14: Remaining 2 sites fixed.\n- Oct 15: Brightwell's COO, Aaron Pike, emailed demanding a call with our CEO and a credit for the 12 days of disruption.\n- Oct 16: Brightwell's contract renewal ($410,000) is due Dec 1.\n- Our lawyer has not reviewed anything. Do not offer a credit or admit liability.\n- Update Oct 17: a root-cause report is due to Brightwell by Oct 21.\n- My opinion: they're overreacting. (Leave out.)","rules":[{"type":"maxWords","max":150},{"type":"plainText"}],"mistakes":[{"title":"Using the first diagnosis","why":"The AI says it was their firewall.","fix":"Say: \"Use the real cause found Oct 9.\"","checks":["r1"]},{"title":"Offering a credit","why":"The AI recommends a credit.","fix":"Say: \"Do not offer a credit or admit liability.\"","checks":["r2"]},{"title":"Wrong structure","why":"The AI writes a narrative.","fix":"Say: \"Headings Situation, Timeline, Ask; four timeline lines.\"","checks":["r0"]},{"title":"Markdown","why":"The AI uses bullets.","fix":"Say: \"Plain text.\"","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands over it.","fix":"Cap each line: \"each line under 25 words.\"","checks":["maxWords"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands over it.","fix":"Cap each part instead, for example: \"each line under 12 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"Headings","patterns":["situation","timeline","ask"]},{"label":"Four lines","patterns":["4 lines","four"]},{"label":"Dates","patterns":["date order","starting with the date"]},{"label":"No admissions","patterns":["liability","credit"]},{"label":"Plain","patterns":["plain text"]}],"hint":"Name the headings, the timeline length and order, and what not to offer.","rubricLabels":["Has the three headings Situation, Timeline and Ask on their own lines, with Situation as a single sentence","Timeline has exactly four dated lines in order (for example Oct 2, Oct 9, Oct 14, Oct 15 or Oct 21 for the report) that use the real cause and the Oct 14 completion","Ask states that Brightwell wants a call with the CEO and a credit for the disruption, and the brief offers no credit, admits no liability and has no opinion about overreacting"]}