The first-response playbook: acknowledge, take ownership, buy time honestly, propose a fix - with a HEARD-style framework and three worked before/after replies.
Silence after purchase, over-apologizing, defensive replies, no escalation path, hiding delays, no recovery follow-up - each mistake paired with the fix and the spoke that solves it.
The whole after-they-say-yes journey: welcome flows, expectation-setting, support scripts, and service recovery that preserves trust when something breaks.