Lesson 2: Speak, model and promise in Harbourline's terms
17 min read·13 Oct 2026
Module 8 · Lesson 2 · About 45 minutes · Needs: Lesson 1 of this module (the glossary) and Module 5 (the triage assistant and the clerk review step)
The situation
Tuesday 19 May 2026, week 10. A week after St Mary's, Carol wants a review on Thursday with Tom and Helen: what was fixed, and what comes next. Ben messages you: "Show it replying to customers. That is what impresses." Carol likes it: "Customers keep chasing us. Can it just tell them what credit they are owed?"
Joan brings an April email to test the idea. Pinder & Sons wrote that HF-89044 was "six days late" and asked for their 10% credit. Priti checked with Joan: none was due. This lesson follows that shipment through a demo, a schema, a request and a challenge.