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Reach out after a customer's public restructuring, with no pitch

  • For Customer success managers
  • You practice Getting the tone right
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write the email from Mei to Tomasz. Subject line first (under 8 words, neutral), then "Hi Tomasz,". One sentence acknowledging the public news without assuming it affects him, one sentence offering to move the Nov 24 training if useful, and one ask: tell her if priorities have changed (no reply needed otherwise). No pitch, plan change, pricing or renewal. End with "Mei". Plain text, under 80 words.

Common mistakes when you ask AI for this

  • Pitching a cheaper plan. The AI follows the AE note. Try: Say: "No pitch, plan change, pricing or renewal."
  • Assuming impact. The AI writes "I'm sorry you lost colleagues". Try: Say: "Do not assume the news affects him."
  • Several asks. The AI asks for a call and a reply. Try: Say: "One ask: tell me if priorities have changed; no reply needed otherwise."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. The AI runs long and cannot count its own words. Try: Cap each part ("each line under 12 words") and add "under N words in total".
  • Leaving a requirement unstated. The AI follows its own defaults unless the prompt spells this out. Try: State it plainly in your prompt: the first line is a neutral subject under 8 words, then 'Hi Tomasz,', and the email ends with 'Mei'.

What a strong prompt includes

  • Greeting and sign-off
  • Acknowledges without assuming
  • Offers training flexibility
  • Bans pitching
  • Asks for plain text
  • Sets a word cap

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