System 03 · Product

Training & Delivery

What it is

Training & Delivery is the product side of the back end: the video curriculum, the live calls, the community and the support channel. We rebuild each of them around completion and attendance, because a client who finishes and shows up is a client who gets the result, stays, and buys again. Content is cut to what moves the result; calls get a format; support gets a response standard.

The metric it moves

77% vs 38%

completion in scheduled cohorts against open-access self-study, industry data

What we build

The parts.

Curriculum audit: every lesson mapped to the client result, and cut, merged or reordered accordingly.
Video rebuild: shorter lessons, one action per lesson, a submission at the end of each module.
Live call design: a fixed format, a published calendar, a reason to attend that is not on the recording.
Chat support: a channel with a response standard measured in hours, a triage rule, and an escalation path to a coach.
Community that works between calls: prompts, accountability structures and moderation that keep clients active on the days there is no call.

What moves

The numbers.

Completion rate per module and per cohort.
Live call attendance, tracked per client and fed into the health score.
Support response time, measured and reported.

Typical results

Results depend on the program, its price point and where retention starts. The figures on this page are from named engagements and are not a guarantee. Read the disclosure.

Procedure

SOP excerpt: Support triage

One of the procedures in this system, as written for a client's team. Every SOP has a trigger, an owner and numbered steps.

Trigger

Any client message in the support channel.

Owner

Client success manager on rotation.

Steps

Acknowledge within the response standard, even if the answer takes longer.
Classify: question answered by existing content (send the link and one line), coaching question (book into the next call or escalate), or account issue (resolve same day).
Log the category. Three questions on the same topic in a week means the curriculum has a gap; that goes to the weekly review.

SkoolCircleKajabiSlackLoomZoomDescript

Platforms this system is usually built in. The routine matters more than the software.

Questions

Asked about this system.

Do you re-record my training?

Sometimes. Often the fix is structure, not new footage: shorter lessons, one action each, and a submission at the end of a module. Where a lesson does need re-recording, you record it and we handle the cut, the structure and the publishing.

Which platform should I use?

The one your clients will open every day. For most high-ticket programs that is Skool or Circle for community and content, with Slack for closer support. We publish a comparison in the playbooks.

Playbooks