{"id":"lead-crisis-text-double-charge","audience":"small-business","category":"leadership-work","track":"leadership","level":"beginner","technique":"tone","title":"Text customers about a double charge without making it worse","free":false,"task":"Your booking system double-charged customers and you're texting everyone affected. Write one plain-text message under 60 words that says what happened and when the refund lands (use the latest date) in the first sentence, apologizes once, and doesn't guess at the cause or blame anyone. Start the message with exactly \"Glow Yoga:\" and end it with the phone number as the very last characters.","materialLabel":"What you know so far (attached to your prompt automatically)","material":"Incident notes - Glow Yoga Studio, Sat Nov 8\n\n- Between 6 am and 11 am today, 212 customers who booked classes were charged twice.\n- Our payment processor (PayBridge) says it's on their side. Their engineer thinks it might be a \"retry bug\" but isn't sure.\n- My business partner thinks the new booking plugin caused it. Not confirmed.\n- Refunds: PayBridge said refunds by Nov 10. Update 2 pm: they now say all duplicate charges will be refunded by Wed Nov 12.\n- Nobody's card data was exposed, PayBridge confirmed.\n- People can reply to the text or call the front desk, 555-0142.\n- I'm furious with PayBridge honestly.","rules":[{"type":"maxWords","max":60},{"type":"plainText"}],"mistakes":[{"title":"Burying the refund","why":"The AI opens with a long apology and the refund date comes last.","fix":"Say: \"First sentence: what happened and the refund date.\"","checks":["r0"]},{"title":"Using the first date","why":"The AI uses Nov 10, which PayBridge already moved.","fix":"Add: \"Refunds land by Wed Nov 12 (latest update).\"","checks":["r0"]},{"title":"Guessing or blaming","why":"The AI repeats the retry-bug theory or points at the processor.","fix":"Add: \"Don't guess at the cause or blame anyone.\"","checks":["r1"]},{"title":"Over-apologizing","why":"The AI says sorry three times, which reads as panic.","fix":"Add: \"Apologize once.\"","checks":["r1"]},{"title":"No way to reach you","why":"The AI forgets the contact line.","fix":"Add: \"End with: reply here or call 555-0142.\"","checks":["r2","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 part instead: \"each line under 15 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"Puts the refund first","patterns":["first sentence","lead with","start with","refund"]},{"label":"Uses the latest date","patterns":["nov(ember)? 12","latest","updated"]},{"label":"Stops the guessing","patterns":["cause","blame","guess","speculat"]},{"label":"Sets a length","patterns":["\\d+\\s*words","text message","sms"]}],"hint":"In a crisis, people want to know what happened to them and when it's fixed. Tell the AI what goes first, which date is current, and what to leave out.","rubricLabels":["The message starts with \"Glow Yoga:\" and its first sentence says customers were charged twice and the duplicate charge will be refunded by Wed Nov 12 (not Nov 10)","Apologizes no more than once and does not guess at the cause (no retry bug or plugin) or blame PayBridge or anyone else","Tells customers to reply or call, and the message ends with the phone number 555-0142 (a final period is fine)"]}