Lesson 2: Keeping promises when people want different things
15 min read·13 Oct 2026
Module 10 · Lesson 2 · About 40 minutes · Needs: Lesson 1 (the stakeholder map); Module 9 (status updates, the St Mary's email, handover duties)
The situation
Tuesday 19 May 2026, week 10. A week after St Mary's (HF-91318), Carol stops you in the corridor: "Customers keep chasing us. Can it just tell them what credit they are owed?" Ben has messaged you: "Show it replying to customers. That is what impresses." Joan wants nothing sent unchecked, not after St Mary's. Tom wants no amount promised that he has not seen.
Rafael, your champion, has three working days left; the pilot has twelve. On Thursday 21 May Carol reviews the pilot with Tom and Helen. This lesson is the work between now and then.