Authority, escalation and promises
Every money, scope, results and launch-date question reaches its owner the same day (Owen for money and expansion, the account lead for strategy, targets and launch dates). Founder triggers go to the account lead at once. Nothing reaches a client before the approval that makes it true, and teammates' shortcuts are declined kindly.
Onboarding recovery and safe access
The chase ladder is followed, the recovery plan names the critical path with honest conditional dates from the owners' own timings, access comes through partner and user invites, never a password, and the client hears a launch date only when the account lead confirms it.
Reporting accuracy and honest narrative
The December narrative uses GHL for leads and bookings and the platforms for spend, sets results against the goal, and finds the Halyard mistake in the change log (the holiday cut started Dec 14, a week before the approved Dec 21). It's flagged to the account lead and specialist before the draft is due, and the narrative doesn't hide it behind the holidays.
Health scores and portfolio judgment
All three clients are scored on the course's six-signal model with the handbook's rules: evidence per signal, the weighted score, the band, the red-flag override applied or rejected for a stated reason, the change since December, and next actions with owners and dates. Scores stay internal.
The save: plan, live call and call notes
The save plan is on time in the handbook's fields with only Owen's approved items offered. On the call the trainee listens, owns Halyard's misses without naming anyone, uses only checked numbers, refuses guarantees, other clients and benchmarks, and handles the account lead's improvised offer without undermining him. Call notes and the recap follow the same day.
Expansion: QBR outline and sales handoff
The QBR outline follows the 10-slide standard with Q4 numbers against the goal, worked from totals. Expansion is checked as earned and kept to questions with no prices or promised results. The handoff updates the existing Growth task in the handbook's lines, and the founder's revenue question gets facts, not a made-up figure.
Client communication and confidentiality
Every client is acknowledged within two business hours with a time the trainee can keep, in the client's zone. Weekly updates are on time, in five parts, under 150 words, with sources and no projections or money. No client hears anything about another client, and every mistake is Halyard's.
Tickets, escalations and AI-enabled work
Every request and internal action becomes a ticket in the handbook's format the same shift, existing tasks are updated instead of duplicated, and escalations are single messages with the facts. Claude is used safely for drafts and checks, never during the call, and every output is checked against the pack.
Written feedback on every result. A result can be appealed within 7 days, and a different trainer decides the appeal.
