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Write the policy you keep explaining
A plain-language policy, a short version and a reply template.
What it does
Turns how you actually handle cancellations, changes or payment terms into a plain-language policy, a short version and a reply template. Replaces explaining it from scratch every time someone asks, slightly differently each time.
Use it when
When the same "what happens if..." question keeps coming up, or a job went wrong because nothing was written down.
What you need
- How you actually handle it, exceptions included
- A few times it went wrong
- Your brain file Use the template
The prompt
Copy it, fill in the [BRACKETS], and paste it into Claude.
Use my brain file (in this Project, or pasted below) for what we sell and how we sound. If you don't have it, ask me for the basics first.
I keep explaining this to customers: [TOPIC, E.G. CANCELLATIONS / CHANGES TO A JOB / PAYMENT TERMS / TURNAROUND TIMES]
How I actually handle it today, exceptions and all: [EXPLAIN IT]
Past situations that got messy: [EXAMPLES]
Write:
1. The policy in plain language, under 200 words, as numbered points.
2. A two-sentence version for quotes and invoices.
3. A friendly reply for when a customer asks about it.
4. The gaps: situations my explanation doesn't cover, as questions for me.
This is a plain-language draft, not legal advice. Remind me to check it against the consumer law where I operate (in Australia, the Australian Consumer Law) before I publish it.