Goodwill Decision Rules

Goodwill is spent, not felt — sort the case, price the rung, name who signs, and count it afterwards.

What it is

Turns discretionary goodwill from a mood into a rule set. Sorts the complaint into our error, their error, nobody's error or manufactured, strips out what is owed before anything is given, then prices a seven-rung ladder and publishes who may climb it. Adds the wording that acts without conceding fault, the refusal that closes, the stop lines that go to counsel, and the register showing what the spend funds. For support leads and owners asked "can we give them something" several times a week.

What you receive

the standing answer to "can we give them something" — four case classes with their own defaults, a seven-rung remedy ladder costed rung by rung, authority bands by role and value with a same-day decision rule, the wording that gives without admitting what should not be admitted, the refusal that closes, and the register whose reason codes, repeat thresholds and agent-variance reads show whether the policy is used or abused

Delivered as a single, complete .md skill file — open it, paste it into any capable chat model, and work. No installation, no account with anyone but us.

Supported models

• Claude (Opus/Sonnet)
• ChatGPT (GPT-4o/5)
• Gemini
• any capable chat model

People reach for it when

• “when should we give a customer a refund as a goodwill gesture”
• “how much can support agents refund without asking a manager”
• “goodwill wording without admitting liability to a customer”
• “customer complains every month to get a credit what do we do”
• “policy for compensating customers when it was not our fault”

Record

In the collection. The sale room is being fitted; this work goes on sale when it opens.

License

Free-shelf works ship under the DolceDrago House License — use the outputs freely, personal or commercial; the work file itself stays with the house.