Launch month is where the playbook meets reality. Twelve conversations went sideways — a mistimed follow-up, a tone that read as canned, a qualification that fired on the wrong signal — and each one taught us something a staging environment never would.
The fix was never a model swap. It was a correction to the playbook that propagated to the next message instantly: no retraining, no ticket. Writing them up publicly keeps us honest, and keeps the next team from paying the same tuition.