Training Operations Playbook
📋 Overview
This playbook governs every client touchpoint from signup to alumni follow-up. It applies to both Individual/Public (Thursday classes) and Corporate/Private trainings. Where flows diverge, sections are clearly marked.
When a training is booked, assign: (1) Training Lead — runs the class, (2) Client Contact — handles all communication. All emails and follow-ups come from the assigned contact. Clients should always be talking to a named person, not a generic team address.
Tags are labels that track where each client is in the process. They let us see at a glance who needs attention, who's ready, and who's at risk. When we automate this, tags will trigger the next action automatically — for example, when a client gets the tag setup-complete, the system stops sending setup reminders and queues the class-day email. Right now we set tags manually — they tell us what to do next so nothing falls through the cracks. See Appendix A for the full tag list.
Before Class
Signup Trigger
Trigger: Client completes signup form + payment
flowchart TD
A([Client Completes Signup + Payment ✓]):::startNode --> B[Welcome Email Sent Immediately]:::processNode
B --> C[Added to Class Roster]:::processNode
C --> D[Team Notification Sent]:::processNode
D --> E[Setup Instructions Email — 30 min later]:::processNode
E --> F([✅ Client Onboarded — No Human Touchpoint]):::readyNode
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classDef processNode fill:#F5F0E6,stroke:#7A2E0E,color:#0C0C0B,stroke-width:1.5px
classDef readyNode fill:#ECFDF3,stroke:#027A48,color:#027A48,stroke-width:2px,font-weight:bold
Corporate has two completely different flows depending on where they are in the process.
📋 Track A — Inquiry (Hasn't paid yet)
flowchart TD
A([Corporate Inquiry Received]):::startNode --> B[Send Corporate Intake Form]:::processNode
B --> C[Schedule Discovery Call]:::processNode
C --> D[Prepare Custom Quote / Proposal]:::processNode
D --> E{NDA Required?}:::decisionNode
E -->|YES| F[Send NDA for Signature]:::processNode
E -->|NO| G[Agree on Training Date]:::processNode
F --> G
G --> H[Send Invoice / Deposit Request]:::processNode
H --> I{Deposit Received?}:::decisionNode
I -->|YES| J([✅ CLASS BOOKED — Enter Track B]):::readyNode
I -->|NO| K[Follow Up on Deposit]:::followNode
K --> I
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classDef processNode fill:#F5F0E6,stroke:#7A2E0E,color:#0C0C0B,stroke-width:1.5px
classDef decisionNode fill:#DBBFB1,stroke:#C46B4A,color:#0C0C0B,stroke-width:2px,font-weight:bold
classDef readyNode fill:#ECFDF3,stroke:#027A48,color:#027A48,stroke-width:2px,font-weight:bold
classDef followNode fill:#FFF4ED,stroke:#C46B4A,color:#C46B4A,stroke-width:1.5px,font-weight:600
💳 Track B — Paid Client (Payment received)
flowchart TD
A([Payment Confirmed ✓]):::startNode --> B[Send Corporate Welcome Email]:::processNode
B --> C[Send Setup Instructions to All Attendees]:::processNode
C --> D[Standard Onboarding Steps — Sections 1.2 to 1.6]:::processNode
D --> E([Continue to Corporate Gate — Section 1.7]):::readyNode
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classDef readyNode fill:#ECFDF3,stroke:#027A48,color:#027A48,stroke-width:2px,font-weight:bold
Welcome Email
Sent immediately after signup — from the [Assigned Contact]