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Write a save plan memo when sources disagree on why

  • For Customer success managers
  • You practice Keeping the AI to your sources
  • Time about 5 minutes
  • Level Advanced

About this exercise

Hollis & Gray (ARR $86,000) renews March 31 and says it may leave. Write a save plan memo for your CS director with exactly these 4 headings in order: Risk, Root cause, Save actions, Ask from leadership. Root cause must weigh both explanations in the notes and say which the evidence supports. Each save action needs an owner and a date before March 31. You can't offer more than a 10% discount without VP approval, and no one can promise a roadmap date. Under 260 words.

Common mistakes when you ask AI for this

  • Taking the customer's word as the cause. The AI repeats the COO's outage complaint as the root cause and misses the SSO pattern. Try: Ask: "Weigh both explanations and say which the tickets and usage data support."
  • Not fixing the headings. The AI invents its own sections and order. Try: List them: "Use exactly these headings in order: Risk, Root cause, Save actions, Ask from leadership."
  • Promising what you can't. The AI offers the 20% discount floated in Slack or a feature date to sound helpful. Try: State the limits: "No discount above 10% without VP approval. Don't promise a roadmap date."
  • Vague actions. The AI lists actions with no owner or deadline. Try: Say: "Each action has an owner and a date before March 31."
  • Trusting the AI to count words. Memos run long, and AI can't count words. Try: Cap sections: "each section under 50 words", well under the 220 limit.

What a strong prompt includes

  • Names the headings
  • Asks it to weigh both causes
  • States the discount limit
  • Bans roadmap promises
  • Asks for owners and dates

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