{"id":"mkt-x-negative-review-reply-set","track":"marketing","audience":"small-business","category":"customer-replies","technique":"tone","title":"Reply to three critical reviews without arguing or refunding","free":false,"task":"You own Pinecrest Pizza and want to reply to 3 critical reviews. Write exactly 3 numbered replies, one per review in order, each under 35 words, each acknowledging that reviewer's specific complaint and inviting them to call (555) 0134. Don't argue, blame, or offer refunds or free food publicly, and reply with only the plain-text list.","materialLabel":"Reviews and notes (attached to your prompt automatically)","material":"NEW CRITICAL REVIEWS - Pinecrest Pizza\n\nReview A - Tom R. (2 stars):\n\"Waited 50 minutes for a delivery that was supposed to take 30. Pizza was lukewarm.\"\n\nReview B - Aisha K. (1 star):\n\"Ordered gluten-free crust and got regular. My daughter has celiac. Not okay.\"\n\nReview C - Glen P. (2 stars):\n\"Prices went up $3 since last year and the slices seem smaller.\"\n\nOwner notes (Nick):\n- Friday night (Tom's order) a driver called in sick. True, but don't make excuses in public.\n- Aisha's order: our mistake, the ticket said GF. We retrained the line on Monday.\n- Prices: cheese went up 30%. Slices are the same size (we weigh them). Don't argue with Glen.\n- Policy: no refunds or free food offered in public replies. Invite them to call: (555) 0134, ask for Nick.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"One reply for all three","why":"The AI writes a general apology that fits none of them.","fix":"Add: \"One reply per review, naming its complaint.\"","checks":["r0","numberedItems"]},{"title":"Arguing or excusing","why":"The AI explains the sick driver or insists slices are the same size.","fix":"Add: \"Don't argue, blame or make excuses.\"","checks":["r2"]},{"title":"Offering freebies","why":"The AI offers refunds or a free pizza to make it right.","fix":"Add: \"No refunds or free food in public replies.\"","checks":["r2"]},{"title":"No next step","why":"The AI ends with \"we hope to see you again\".","fix":"Add: \"Invite each to call (555) 0134 and ask for Nick.\"","checks":["r1"]},{"title":"Getting formatting","why":"The AI bolds each reviewer's name as a heading.","fix":"Add: \"Exactly 3 numbered lines, plain text.\"","checks":["plainText"]}],"promptHints":[{"label":"One reply per review","patterns":["one (per|for each)","\\b(3|three)\\b.{0,20}replies"]},{"label":"Names each complaint","patterns":["specific","complaint"]},{"label":"Gives the phone number","patterns":["555","call"]},{"label":"Rules out arguing and freebies","patterns":["argue","excuse","refund","free"]},{"label":"Asks for only the list","patterns":["only the (numbered )?list","no (intro|notes|explanation)","nothing else","plain text"]}],"hint":"Each review needs its own answer, and public replies have rules. Tell the AI to name each complaint, not to argue or give things away, and what to invite.","rubricLabels":["Each reply addresses that reviewer's specific complaint (late, lukewarm delivery; regular crust instead of gluten-free; higher prices or slice size) and is under 35 words","Each reply invites the reviewer to call (555) 0134","No reply argues, blames the customer or makes excuses (such as a driver calling in sick), and none offers a refund, credit or free food; the reply is only the numbered list"]}