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

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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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

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]

📧 Setup Instructions

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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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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Reminder Emails

Timing	Type	Content
T-7 days	Email	"Class is next week — setup reminder + what to expect"
T-1 day	Email	"Tomorrow! Final logistics + setup check"
T-1 day	Text	Personal text to any "At Risk" or "Setup Incomplete" attendees
Morning of	Email	"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

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 claude in 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"

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

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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Trainer & Guide Assignment

Done immediately after deposit clears.

Check Notion calendar for trainer and guide availability
Assign a Lead Trainer + Guide pair for the engagement
Honor existing client-trainer relationships when possible
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

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)

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

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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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	Email	"Class is today — parking, what to bring"

📧 T-7 Days Reminder (same as public)

📧 T-1 Day Reminder (same as public)

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"

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

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

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 sudo npm install -g @anthropic-ai/claude-code
Windows: 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.

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