{"id":"wri-pm-reply-removed-feature","audience":"product-managers","category":"customer-replies","technique":"constraints","title":"Reply to a customer upset about a removed feature","free":false,"task":"A customer complained in a survey that you removed a feature they used. Reply under 80 words. The first sentence confirms the feature was removed and when, then give the public reason only, the closest replacement with its exact menu path, and end with the export deadline for their old data. No promises to bring it back, and no 'we hear you'. Write a prompt that gets that reply.","materialLabel":"Their survey comment and your notes (attached to your prompt automatically)","material":"SURVEY COMMENT from Nina Park (Owner, Park Street Florist), Nov 10:\n\"Why did you get rid of the Quick Quote button?! I used it every day. This makes me want to cancel.\"\n\nPRODUCT NOTES (Bloomly, me: PM)\n- Quick Quote was removed Nov 3.\n- Public reason (from the release notes): it often showed outdated prices because it didn't check live inventory.\n- Internal reason: only 3% of accounts used it, and it was expensive to maintain.\n- Closest replacement: Quote Builder, which checks live prices. Path: Orders > New > Quote Builder. Has a \"Save as template\" option for repeat quotes.\n- Old Quick Quote history can be exported until Dec 3: Settings > Data > Export quotes.\n- Roadmap: no plans to bring Quick Quote back.","rules":[{"type":"maxWords","max":80}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 80 words\" and it often lands well over.","fix":"Cap each part: \"4 sentences, each under 18 words.\"","checks":["maxWords"]},{"title":"Dodging the question","why":"AI replies open with \"We're sorry to hear you're frustrated\" and never confirm what happened.","fix":"Say it: \"Sentence 1: we removed Quick Quote on Nov 3.\"","checks":["r0"]},{"title":"Sharing the internal reason","why":"The AI may mention that few accounts used it, which feels dismissive.","fix":"Add: \"Public reason only: it showed outdated prices. Give the Quote Builder path.\"","checks":["r1"]},{"title":"Promising or soothing","why":"To keep the customer, AI hints the feature might return and says \"we hear you\".","fix":"Add: \"No promises it comes back, no 'we hear you'. End with the Dec 3 export deadline.\"","checks":["r2"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Confirms what happened first","patterns":["first sentence","removed","nov(ember)?\\s*3"]},{"label":"Gives the public reason only","patterns":["public reason","outdated prices","don'?t (mention|share)"]},{"label":"Gives the replacement path","patterns":["quote builder","orders > new"]},{"label":"Ends with the export deadline","patterns":["dec(ember)?\\s*3","export","end with"]}],"hint":"Upset customers need the truth, a workaround and what to do before it's too late. Tell the AI that order and what never to say.","rubricLabels":["The first sentence (after a greeting) confirms Quick Quote was removed on Nov 3","Gives only the public reason (it often showed outdated prices without live inventory, not usage or cost), and the replacement Quote Builder with the path Orders > New > Quote Builder","Ends with the export deadline (Dec 3, Settings > Data > Export quotes), makes no promise to bring the feature back, and never says 'we hear you'"]}