{"id":"pm-cs-delay-talk-track","audience":"product-managers","category":"customer-replies","track":"writing","technique":"context","title":"Give customer success a talk track for a delayed feature","free":false,"task":"Bulk import is slipping, and your customer success managers need words to read to 14 enterprise customers. Write a 'Say:' paragraph under 50 words, then exactly 2 lines starting 'Don't say:', plain text, under 100 words in total. The Say part must give the new timing the way the notes allow and offer the workaround, without naming the vendor or promising anything finance hasn't approved.","materialLabel":"Internal delay note (attached to your prompt automatically)","material":"INTERNAL - Bulk import delay (Ledgerly), Mar 4\n\nWhat happened: bulk import for enterprise customers was promised for Mar 15. Our file-parsing vendor, Parsewell, fails on files over 50MB, and most enterprise files are bigger. We're building our own parser.\n\nNew timing: engineering's internal target is Apr 22. Leadership says tell customers \"late April\" only. Do NOT give a specific day.\n\nWho's affected: 14 enterprise accounts that were told Mar 15.\n\nWorkaround: our onboarding team will import files for customers by hand until it ships. Customers request it through the support form, choosing \"Import help.\" Turnaround 2 business days.\n\nLegal: don't name Parsewell or any vendor to customers.\n\nFinance: some customers may ask for a credit. Credits are NOT approved. If asked, say you'll check and escalate to their account director.\n\nTone: own it, no blame, no long apology. CSMs will read this aloud on calls, so it has to sound natural.\n\nAlso FYI: the new parser will handle files up to 2GB, but don't promise that yet.","rules":[{"type":"maxWords","max":100},{"type":"plainText"}],"mistakes":[{"title":"Asking for 'a message to customers'","why":"The AI writes a formal email with a subject line, bold and a long apology.","fix":"Show the shape: \"A 'Say:' paragraph under 50 words, then 2 lines starting 'Don't say:'. Plain text.\"","checks":["plainText","r2"]},{"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: \"Say paragraph under 45 words, each Don't say line under 12 words.\"","checks":["maxWords"]},{"title":"Giving away the internal date","why":"Apr 22 is in the notes, and the AI likes being specific.","fix":"Add: \"Say 'late April' only, never a day.\"","checks":["r0","r1"]},{"title":"Explaining the vendor problem","why":"The AI explains why to sound transparent and names Parsewell.","fix":"Add: \"Don't name any vendor. Don't offer credits or the 2GB limit.\"","checks":["r1"]}],"promptHints":[{"label":"Shows the Say / Don't say shape","patterns":["say:","don'?t say"]},{"label":"Keeps the timing vague","patterns":["late april","no (specific )?(day|date)","not apr(il)? 22"]},{"label":"Offers the workaround","patterns":["workaround","import help","by hand","manual"]},{"label":"Keeps vendor and credits out","patterns":["vendor","parsewell","credit"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"CSMs will say exactly what you give them, out loud. Tell the AI the shape of the talk track, what timing is allowed, and the things legal and finance said to avoid.","rubricLabels":["The Say paragraph gives the new timing as 'late April' with no specific day, and offers manual import by the onboarding team requested through the support form ('Import help')","The Say paragraph does not name Parsewell or any vendor, offers no credit, and makes no promise about the 2GB file size","There are exactly 2 lines starting 'Don't say:', and each names a specific thing from the notes to avoid (for example the Apr 22 date, the vendor name, credits, or the 2GB limit)"]}