{"id":"pm-price-change-support-macro","audience":"product-managers","category":"customer-replies","track":"writing","technique":"grounding","title":"Write a support macro for a price change","free":false,"task":"Support needs a saved reply for customers asking about next month's price change. Write it in under 90 words, plain text, with the new price and date in the first sentence, then exactly what changes for existing customers. Get the grandfathering rule exactly right from the final notes, offer only the option finance approved, and don't justify the increase (customers read it as defensive).","materialLabel":"Pricing change notes (attached to your prompt automatically)","material":"Pricing change - Pro plan (Notewell), internal FAQ for support\n\n- Pro plan goes from $8 to $10 per user/month on March 1.\n- Draft (Jan 10): existing customers keep $8 for 6 months.\n- FINAL (Jan 24, finance): existing customers on ANNUAL billing keep $8 until their next renewal date. Existing MONTHLY customers move to $10 on March 1, no grace period.\n- Why: we added unlimited version history and 3x more storage in the last year.\n- Approved option: monthly customers can switch to annual before March 1 and lock $8/user/month for 12 months.\n- NOT approved: discounts, extensions, free months. If customers push, escalate to their account manager (no promises).\n- Free plan and Business plan prices don't change.\n- Tone: straightforward, no corporate speak, no \"we're excited to announce\".\n- Support note: about 60% of tickets so far are from monthly customers.","rules":[{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Burying the price","why":"The AI opens with thanks and the reasons, and the price shows up in paragraph three.","fix":"Add: \"First sentence: the new price and the date.\"","checks":["r0"]},{"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: \"5 sentences, each under 16 words.\"","checks":["maxWords"]},{"title":"Using the draft rule","why":"The 6-month draft is still in the notes, and it sounds generous, so the AI may pick it.","fix":"Add: \"Use the Jan 24 final rule: annual keeps $8 until renewal, monthly moves March 1.\"","checks":["r1"]},{"title":"Justifying and sweetening","why":"To soften bad news, the AI explains the new features and invents goodwill offers.","fix":"Add: \"Don't justify the increase. Offer only the switch-to-annual option.\"","checks":["r2"]},{"title":"Formatting the macro","why":"The AI adds bold headings that break in the help desk reply box.","fix":"Add: \"Plain text, no bold, headings or bullets.\"","checks":["plainText"]}],"promptHints":[{"label":"Puts the price first","patterns":["first sentence","lead with","start with","open with"]},{"label":"Uses the final rule","patterns":["final","jan(uary)? 24","annual.{0,30}renewal","monthly"]},{"label":"Limits the offers","patterns":["only.{0,20}(option|approved)","no discount","don'?t (offer|promise)"]},{"label":"Sets the tone","patterns":["straightforward","no corporate","plain (english|language)","excited"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"A support macro gets sent thousands of times, so one wrong rule becomes a thousand wrong promises. Tell the AI what goes first, which rule is final, and which offers are allowed.","rubricLabels":["The first sentence gives the new price ($10 per user/month) and the date (March 1)","States the final grandfathering rule: annual customers keep $8 until their next renewal; monthly customers move to $10 on March 1 (no 6-month grace period)","Offers only the approved option (switch to annual before March 1 to lock $8 for 12 months), promises no discount, extension or free months, and does not explain or justify the increase (no mention of version history or storage)"]}