Prompt · PDF · 48 KB
The real complaint prompt
Turn the last time a customer said this doesn't work into a short list of causes and a one line offer you can send today.
The one-page prompt from this issue: turn a customer complaint into a short list of causes, fixes and sizes plus a one-line offer, with two follow-ups.
The first part is open below. The PDF adds: two follow-ups, where to run it, and what to keep.
Free. The link shows here and lands in your inbox. Nothing else.
What's inside
- What to feed it, and what to take out first
- The prompt that groups complaints by cause and sizes each fix
- Two follow-ups: one that interviews you, one that lists what it guessed
One unhappy customer, one short list
Find the last time a customer told you something was not working: the recording, the email thread or your notes. Take out anything you are not allowed to share. Then paste this in and attach it.
Here are the notes or transcript from a conversation where a customer told us something isn't working, plus anything else I've attached. Find every complaint, including the ones said in passing. Group them by cause, not by symptom: two complaints with the same root go together. For each cause write four lines: what the customer sees, why it costs us, the smallest fix that would make it go away, and a size in hours, days or weeks. Give me the shortest list that covers every complaint, ordered by what the customer feels most. Then write a one-line offer I could send to the person who owns this: how many causes, what I'd fix first, and by when. If anything in the notes is unclear, ask me before you guess.
Read the list as if the customer were reading over your shoulder, then send the one line offer to whoever owns the fix.
Still to come, in the PDF
- Two follow-ups
- Where to run it, and what to keep
Free. The link shows here and lands in your inbox. Nothing else.
Who's behind it
Matt Hertel. An engineer who has also run the company. Built and sold apps solo. Fractional CTO in startups. Every Sunday, one job start to finish, in No Manual Yet.
Every Sunday, one job start to finish, in No Manual Yet. Read the latest issue
It goes with this issue
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