Trigger
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RECOVERY PLAYBOOK / DECISION RULE
Cooling quote recovery
A quote passes the agreed quiet threshold.
Safe move
Ask what is blocking the decision without pressure.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
Aggressive discount or pressure copy.
Blocked wording stays held until the rule is satisfied.
Safer wording
Checking whether timing, budget or option choice is the blocker.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Cooling quoteEmail quote · 19 days
Caroline Hughes: Boiler replacement quote is cooling
Replacement quote has had no reply for 19 days. No owner has checked whether the customer needs help choosing an option.
Cooling quoteFollow-up dueProof gap
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