Training Operations Playbook
Version 2.0 · March 2026
🔵 Track A — Public
🟢 Track B — Corporate
📋 Overview
This playbook is organized into two clean tracks: Track A covers public/individual training end-to-end, and Track B covers corporate/private engagements end-to-end. Assign roles before every training.
👤 Role Assignments — Every Training
🎓
Lead Trainer
Runs the class, owns the room
🧭
Guide New
Assists during training — supports attendees, handles setup issues
📞
Client Contact
Handles all comms — clients talk to a named person, not a generic address
🏷️ CRM Tags
Tags track where each client is in the process — who needs attention, who's ready, who's at risk. When we automate, tags trigger the next action automatically (e.g., setup-complete stops setup reminders and queues the class-day email). For now, set them manually. See Appendix A for the full list.
Track A
Public Training — End to End
A1
Sign-Up & Payment
💡 Stripe is the trigger. The signup form won't submit unless payment processes successfully. If payment fails, the client sees an error and tries again — they never enter our flow. No human verification needed.
🔑 Key rules for public sessions:
- ⚡Generate a fresh Stripe payment link for each session — do not reuse old links.
- 🥗Dietary restrictions are captured on the pre-work survey — review before ordering lunch.
flowchart TD
A([Client Completes Signup + Stripe 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 readyNode fill:#ECFDF3,stroke:#027A48,color:#027A48,stroke-width:2px,font-weight:bold
A2
Welcome Email
Sent immediately after signup — from the Client Contact
📦 Include: Parking details [Innovation Depot — specific lot/directions TBD] · What to bring: Laptop (charged), power adapter, curiosity · Pre-work survey link [Google Form — TBD]
📧 Template — Individual/Public Welcome
A3
Setup Instructions Email
T+30 min after welcome
📹 Video: Include setup walkthrough video — [YouTube Link TBD]
📋 Pre-Work Survey — Include link in this email:
Collects experience level, role, goals. Feeds the tracking sheet so the instructor knows the room before walking in.
[Pre-Work Survey Link — Google Form]
Collects experience level, role, goals. Feeds the tracking sheet so the instructor knows the room before walking in.
[Pre-Work Survey Link — Google Form]
📧 Setup Instructions
A4
Follow-Up & Setup Verification
Confirmation Decision Tree
flowchart TD
A([Welcome Email Sent]):::startNode --> B{Client replied?}:::decisionNode
B -->|YES| C([Move to Setup Tracking]):::readyNode
B -->|NO| D[Wait 48 hours]:::processNode
D --> E[Send Follow-Up Email #1]:::followNode
E --> F{Response within 24hrs?}:::decisionNode
F -->|YES| G([Move to Setup Tracking]):::readyNode
F -->|NO| H[Call / text client directly]:::followNode
H --> I{Reached them?}:::decisionNode
I -->|YES| J([Confirm status, continue flow]):::readyNode
I -->|NO| K([Flag as At Risk — Alert team]):::riskNode
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classDef riskNode fill:#FEF2EE,stroke:#7A2E0E,color:#7A2E0E,stroke-width:2px,font-weight:bold
Setup Verification Decision Tree
Track from setup email → 48 hours before class
flowchart TD
A([Setup Email Sent]):::startNode --> B{Setup confirmed? Screenshot or form}:::decisionNode
B -->|YES| C([READY — Tagged setup-complete]):::readyNode
B -->|NO| D[Wait until 72hrs before class]:::processNode
D --> E[Send Setup Reminder Email]:::followNode
E --> F{Confirmed within 24hrs?}:::decisionNode
F -->|YES| G([READY]):::readyNode
F -->|NO| H[48hrs before: Call/text personally]:::followNode
H --> I[Offer 15-min setup call via Zoom]:::followNode
I --> J{Setup call completed?}:::decisionNode
J -->|YES| K([READY]):::readyNode
J -->|NO| L([24hrs before: Final email + Calendly link]):::riskNode
L --> M{Morning of: Setup complete?}:::decisionNode
M -->|YES| N([GO]):::readyNode
M -->|NO| O([Guide on standby 30 min early]):::riskNode
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A5
Reminder Emails
| Timing | Type | Content |
|---|---|---|
| T-7 days | "Class is next week — setup reminder + what to expect" | |
| T-1 day | "Tomorrow! Final logistics + setup check" | |
| T-1 day | Text | Personal text to any "At Risk" or "Setup Incomplete" attendees |
| Morning of | "Class is today — parking, what to bring" |
📦 All reminder emails include: Parking [Innovation Depot — TBD] · What to bring: Laptop (charged), power adapter, curiosity · Setup video: [YouTube Link TBD]
📧 T-7 Days Reminder
📧 T-1 Day Reminder
A6
Day-Of (Public)
🥗 Lunch: Caravan orders lunch for public sessions. Review dietary restrictions from the pre-work survey before ordering. Confirm headcount the day before.
30 Minutes Before Class
- Arrive 30 minutes early
- Test projector/screen/AV
- Test wifi and confirm speeds
- Set up backup hotspot
- Arrange seating (collaborative, not lecture rows)
- Name tags prepped in advance by Caravan team
- Set out materials, water
- Order/confirm lunch (dietary restrictions from pre-work survey)
- Guide available in corner for last-minute setup help
Class Start (First 15 minutes)
- Welcome and introductions (name, company, what they hope to get out of today)
- Ground rules: phones on silent · questions anytime · hands-on · photo/video permission
- Quick tech check: "Everyone run
claudein your terminal — good?" - Anyone not set up → Guide pulls them aside, class continues
During Training
- Track pace vs. agenda (don't fall behind)
- Checkpoint every 90 minutes
- Breaks every 90 minutes (min 10 min)
- Document recurring questions for curriculum updates
Attendance & Documentation
- Mark attendance on roster
- No-shows: text within first 30 min — "Hey [Name], we noticed you're not here — everything okay? We can get you into the next session."
- Take 2-3 photos during class (marketing — only if permission granted)
- Note standout moments or testimonial-worthy comments
Class End (Last 15 minutes)
- Recap what was covered and what they built
- Preview: "Here's what you can do next with Claude Code"
- Verbal feedback: Most valuable today? What to improve? Recommend to colleague? (1-10)
- Ask: "Is it okay if we follow up in a few days?"
- Thank everyone, group photo (optional)
- Remind: "You'll get a follow-up email with resources within 2 hours"
A7
Post-Training Follow-Up
| Timing | Action | Notes |
|---|---|---|
| Same day | Resources email + alumni community invite + alumni discount code | Within 2 hours of class ending |
| Same day | SMS NPS check | Text first — lower friction than email survey |
| T+3 | Survey follow-up based on NPS score | See decision tree below |
| T+5 | Testimonial & referral ask | 9-10 NPS only |
| T+7 | One-week check-in | Intentional upsell touchpoint |
| T+14 | Upsell outreach | Placeholder — offerings TBD |
| T+30 | Case study & reference request | Strong results only |
📱 SMS NPS (same day): Send a text — not an email survey — for the initial NPS check. Lower friction = higher response rate. Example: "Hey [Name], how'd training go today? 1-10, quick rating? 🙏"
Post-Training Decision Tree
flowchart TD
A([Class Completed]):::startNode --> B[Same-day: Resources + Alumni Invite + Discount Code + SMS NPS]:::processNode
B --> C{T+3: NPS score received?}:::decisionNode
C -->|NO| E[Send gentle text follow-up]:::followNode
C -->|YES| D{NPS Score?}:::decisionNode
D -->|9-10 ⭐| H([T+5: Testimonial + referral ask]):::readyNode
D -->|7-8| I([Note for future — no immediate ask]):::followNode
D -->|1-6 ⚠️| J([Personal call to understand and fix]):::riskNode
H --> K[T+7: One-week check-in / upsell touchpoint]:::processNode
I --> K
K --> L[T+14: Upsell outreach — placeholder]:::processNode
L --> M([T+30: Case study + reference request]):::readyNode
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📧 Same-Day Resources & Alumni Email
📧 Testimonial & Referral Ask (T+5, 9-10 NPS only)
📧 One-Week Check-In (T+7)
Hey [Name],
It's been a week since training — how's it going with Claude Code? Have you been using it? Any questions or things you're stuck on?
Also wanted to mention — if you're finding value in this, we have advanced sessions coming up. Happy to share details if you're curious.
— The Caravan AI Team
🚧
T+14 Upsell — Placeholder.Advanced training options and implementation support packages to be defined. Update once offerings are finalized.
Track B
Corporate / Private Training — End to End
B1
Inquiry & Sales
Key rules:
- 📄NDA is included in the MSA/contract — do not send a separate NDA document.
- 💳Invoice via Mercury — NOT Stripe for corporate engagements.
- ⏳Wait for deposit before the date is confirmed.
flowchart TD
A([Corporate Inquiry Received]):::startNode --> B[Send Corporate Intake Form]:::processNode
B --> C[Discovery Call via Calendly — qualifying questions included]:::processNode
C --> D[Prepare Quote / Proposal]:::processNode
D --> E[Send MSA + Proposal — NDA included in contract]:::processNode
E --> F[John reviews legal]:::processNode
F --> G[Send Mercury Invoice — NOT Stripe]:::processNode
G --> H{Deposit Received?}:::decisionNode
H -->|YES| I([✅ CLASS BOOKED — Move to B2]):::readyNode
H -->|NO| J[Follow up on deposit]:::followNode
J --> H
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B2
Trainer & Guide Assignment
Done immediately after deposit clears.
Important: Partner-trainers are not employees — treat them as partners. Honor any existing client-trainer relationships.
- Check Notion calendar for trainer and guide availability
- Assign a Lead Trainer + Guide pair for the engagement
- Honor relationship requests — if a client worked with a specific trainer before, assign them
- Notify both trainer and guide of assignment, date, and client context
- Share intake form responses and any relevant client notes
B3
Corporate Onboarding
Two separate sends — POC gets the welcome, ALL attendees get setup instructions.
👤 TO: POC / Decision-Maker
Welcome email with agenda, logistics, and their role
👥 TO: ALL Attendees
Setup instructions + pre-work survey
🥗 Dietary restrictions: Captured on the pre-work survey — review before the day-of briefing.
📧 Corporate Welcome (to POC)
📧 Setup Instructions (to ALL attendees)
B4
Corporate Readiness Gate
Check this gate T-5 days before the session. All items must be green before training runs.
flowchart TD
A([Training Booked — Date Set, Deposit Cleared]):::startNode --> B{MSA / PO on file?}:::decisionNode
B -->|YES| C{Attendee list received?}:::decisionNode
B -->|NO| B1([Follow up on agreement]):::followNode
B1 --> B
C -->|YES| D{Room + AV confirmed?}:::decisionNode
C -->|NO| C1([Escalate to POC]):::riskNode
C1 --> C
D -->|YES| E{IT environment confirmed?}:::decisionNode
D -->|NO| D1([Confirm venue with POC]):::followNode
D1 --> D
E -->|YES| F{All attendees setup complete?}:::decisionNode
E -->|NO| E1([Work with IT dept — alternatives: personal laptops or reschedule]):::followNode
F -->|YES| G([✅ ALL CLEAR — Class Ready]):::readyNode
F -->|NO| F1([Run Setup Verification flow — B5]):::followNode
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T-1 Day Readiness Checklist
- MSA / PO signed and on file
- All attendees confirmed receipt of setup instructions
- All attendees submitted setup confirmation (screenshot/form)
- Any "At Risk" attendees personally contacted
- Final headcount confirmed with POC
- Room, AV, and wifi confirmed at venue
- IT restrictions identified — alternatives in place
- Exec sponsor aware of schedule
- Invoice / remaining payment cleared
- Trainer and Guide briefed with attendee context
B5
Setup Verification
Same decision tree as public training (A4) — plus a group option for corporate.
Group session option: For large corporate groups, offer a group setup call via Zoom (30-45 min) with IT and attendees together. More efficient than chasing individuals one-by-one.
flowchart TD
A([Setup Instructions Sent to All Attendees]):::startNode --> B{Group size > 10?}:::decisionNode
B -->|YES| C[Offer group setup call via Zoom with IT + attendees]:::processNode
B -->|NO| D[Individual tracking — same as public A4]:::processNode
C --> E{All confirmed after group call?}:::decisionNode
E -->|YES| F([READY]):::readyNode
E -->|NO| G[Individual follow-up on remaining]:::followNode
G --> H([Guide on standby 30 min early]):::riskNode
D --> I([Run A4 Setup Verification flow]):::processNode
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B6
Reminder Emails
Same sequence as public (A5) with one addition: confirm lunch logistics with POC.
🍱 Lunch note: Corporate clients handle their own lunch arrangements. At T-3 days, confirm with POC that lunch is sorted. Do NOT order or arrange lunch on their behalf.
| Timing | Type | Content |
|---|---|---|
| T-7 days | Email (to all attendees) | "Class is next week — setup reminder + what to expect" |
| T-3 days | Call/email (to POC) | Confirm headcount, lunch arrangements, room/AV readiness |
| T-1 day | Email (to all attendees) | "Tomorrow! Final logistics + setup check" |
| T-1 day | Text (At-Risk only) | Personal text to setup-incomplete attendees |
| Morning of | "Class is today — parking, what to bring" |
📧 T-7 Days Reminder (same as public)
📧 T-1 Day Reminder (same as public)
B7
Day-Of (Corporate)
Corporate day-of rules:
- 🍱Do NOT order lunch — corporate clients handle their own. Confirmed at T-3 days with POC.
- 🏷️Name tags: Caravan preps name tags in advance, OR POC prepares them — decide with POC during onboarding.
30 Minutes Before Class
- Arrive 30 minutes early
- Test room AV, projector, and wifi
- Set up backup hotspot
- Arrange seating collaboratively
- Confirm name tags in place (Caravan-prepped or POC-prepped)
- Guide available for last-minute setup support
- Check in with POC on arrival
During & End — Same as Public (A6)
- Track pace, checkpoints every 90 min, breaks
- Document questions for curriculum
- Take photos with permission
- Class end: recap, verbal feedback, group photo optional
- Remind: "Exec summary goes to [POC] within 2 hours"
B8
Post-Training Follow-Up
| Timing | To | Action |
|---|---|---|
| Same day | All attendees | Resources + alumni community invite + alumni discount code + SMS NPS (same as public A7) |
| Same day | POC / Decision-maker | Executive summary (attendance, outcomes, next steps) |
| T+7 | POC | Executive check-in: aggregate survey results + ROI discussion |
| T+14 | POC | Follow-up training proposal |
| T+30 | POC | Case study request + reference list |
📧 Executive Summary (to POC — same day)
Subject Line
[Company Name] Caravan AI Training — Executive Summary
Hi [Executive/POC Name],
Here's a summary of today's training:
Attendance: [X] of [Y] registered attendees participated
Topics Covered: [Brief list]
Key Outcomes: [What the team built/learned]
Feedback Highlights: [Top 2-3 positive comments from attendees]
Recommended Next Steps: [Based on what we observed]
We'll send individual feedback surveys to each attendee and follow up over the next week.
We'd love to schedule a quick call next week to discuss results and explore what's next for [Company]. Does [suggest 2 times] work?
— Caravan AI
📧 Same-Day Attendee Email (same as public)
T+7 — Executive Check-In
- Call or email POC / decision-maker
- Share aggregate survey results from attendees
- Discuss ROI, adoption, what's working
- Plant seed for follow-up training if interest signals present
T+14 — Follow-Up Training Proposal
- Send formal proposal for follow-up engagement
- Offer retainer / ongoing training package if relevant
- Ask for referral to other departments or companies
T+30 — Case Study & Reference
- Final check-in with POC
- Case study request (if results are strong)
- Add company to reference list (with permission)
Appendix
Reference Materials
A
CRM Tags & Statuses
🏷️ What Are Tags?
Tags track where each client is in the process. When we automate, setup-complete stops reminder emails and queues the class-day message. For now, set tags manually as clients move through the flow.
| Tag | Meaning |
|---|---|
payment-failed | Payment attempted but failed — in recovery flow |
corporate-inquiry | Corporate inquiry received, not yet paid (Track B — B1) |
public-training | Individual/public signup (Track A) |
corporate-training | Corporate/private engagement — paid and in onboarding (Track B) |
pre-setup | Welcome sent, setup not yet confirmed |
setup-complete | Setup confirmed with screenshot/form |
setup-incomplete | Class is approaching, setup not done |
at-risk | No response to multiple outreach attempts |
attended | Showed up to class |
no-show | Didn't show up |
survey-complete | Feedback submitted |
nps-promoter | NPS 9-10 |
nps-passive | NPS 7-8 |
nps-detractor | NPS 1-6 |
testimonial-given | Provided testimonial |
referral-source | Has referred others |
upsell-interested | Expressed interest in more training |
alumni | Completed training, in alumni community |
B
Troubleshooting Guide (Setup Issues)
🔴 "npm not found"
Node.js isn't installed. Go to nodejs.org, download LTS version, install, restart terminal.
🔴 "Permission denied" when installing Claude Code
Mac: Run
Windows: Open terminal as Administrator
sudo npm install -g @anthropic-ai/claude-codeWindows: Open terminal as Administrator
🔴 "claude: command not found" after install
Close and reopen your terminal. If still broken: check your PATH includes npm global bin directory.
🔴 Claude Code installed but won't authenticate
Make sure you have a Claude Pro account at claude.ai. Run
claude and follow the authentication prompts. If browser doesn't open: copy the URL from terminal and paste manually.🔴 Company firewall blocking installation
Contact IT — they may need to whitelist npm registry and anthropic.com. Alternatives: use personal device or mobile hotspot for installation.
C
Key Metrics to Track
95%+
Setup completion rate before class
90%+
Welcome email confirmation rate
95%+
Class attendance rate
9.0+
Average NPS score
80%+
Survey completion rate
50%+
Testimonial conversion (9-10 NPS)
20%+
Referral rate (T+30)
40%+
Corporate follow-up conversion
| Metric | Target | Measured When |
|---|---|---|
| Setup completion rate (before class) | 95%+ | T-1 day |
| Welcome email confirmation rate | 90%+ | T-48hrs after signup |
| Class attendance rate | 95%+ | Day of |
| NPS score | 9.0+ average | Same day (SMS) |
| Survey completion rate | 80%+ | T+7 days |
| Testimonial conversion (from 9-10 NPS) | 50%+ | T+14 days |
| Referral rate | 20%+ | T+30 days |
| Corporate follow-up training conversion | 40%+ | T+30 days |
Last updated: March 18, 2026 · v2.0