REPLY FACTS AND REQUESTS (made-up: Copperfield Creative, client Daniel Okafor) Step 1. The email thread. Paste it, oldest message first. Leave out private numbers. ----- Here is an email thread between me, an account manager at a marketing agency, and a client, oldest message first. Daniel Okafor (Tue, Oct 13): Hi Maya, thanks for the revised emails. They're close! A few more changes: new subject lines on all three, swap the hero photo in email 2 for one of my shop photos (I'll send them), and soften the second paragraph in email 3. Daniel Maya at Copperfield Creative (Wed, Oct 14): Thanks Daniel! Send the photos when you can and we'll take another pass. Launch is scheduled for Monday, Oct 26. - Maya Daniel Okafor (Thu, Oct 15): Photos attached. Also, can you add a landing page for the gift card promo? And can we move the launch up to this Thursday, Oct 22? A competitor just announced a fall sale. Daniel Okafor (8:47 AM): Maya, following up. I haven't heard back and I need all of this done and live by Thursday. Please confirm. I'm assuming it's all covered in what we already agreed, since they're just tweaks? ----- Step 2. The facts. These are the only things the reply may promise. ----- Facts (only promise what is here): 1. Our contract is a $4,800 fixed fee for three emails and includes two rounds of revisions per email. Rounds 1 and 2 are done. Daniel's Oct 13 note is round 3. 2. An extra round is $450 for all three emails and needs Daniel's signed change order before we start. I can't waive it. Priya Nand, our owner, decides any exception. 3. Launch is scheduled for Monday, Oct 26. Thursday, Oct 22 is possible only if we have Daniel's final written approval of all three emails by Tuesday, Oct 20 at noon, because scheduling and testing take two business days. 4. Once we have the signed change order, a round takes 2 business days. We received the shop photos on Oct 15. 5. The gift card landing page is not in the contract. I can send a quote of $900, and it takes five business days after sign-off, so it can't be ready by Oct 22. 6. I don't comment on the competitor's sale or change the offer in the emails. 7. We missed Daniel's Thursday email. That's on us. 8. Sign it: Maya, Copperfield Creative. ----- Step 3. The instructions: ----- Write my reply to Daniel. Tone: warm, upbeat and straight, like an agency that wants his launch to work. Apologize once for missing his Thursday email. Answer all three of his asks clearly: the third round of changes, the Thursday launch and the landing page. Say what is covered, what costs extra and what he needs to do next. Keep it under 200 words. No subject line, since it's a reply in the same thread. Don't invent details or promise anything that isn't in the facts. ----- Step 4. Check every promise: ----- Check that reply against my facts. Make a table of every promise or claim in it and the fact that backs it up. Flag anything the facts don't support. ----- Step 5. After you fix the flagged lines, ask for the final version: ----- Use all three of those wordings. Then give each of his three asks its own short paragraph so the answers are easy to find, keep it warm, and stay under 200 words. Keep every other fact exactly the same. Reply with just the email. ----- BLANK FACTS LIST (copy and fill in for your next reply) 1. Contract covers: 2. What extra work costs, and who can waive it: 3. Dates that are real, and the condition for each: 4. Out of scope, and the quote: 5. Things I will not comment on: 6. Anything we missed or got wrong: 7. Sign it: