How to capture your Standard Operating Procedures for service-based businesses

What IS a standard operating procedure?

A standard operating procedure is a set of written/audio/video instructions that describes the step-by-step process that must be taken to properly perform a routine activity. 

It’s intended that SOPs be followed the exact same way every time to guarantee that the company remains consistent - especially if you work in a highly regulated or monitored environment such as financial services, some health providers, and even for health and safety reasons.

I’m a small business - why should I consider this? 

Even small businesses would highly benefit from capturing their routine processes. Especially businesses with tight resources, limited time and busy environments.

What are the benefits to documenting my standard operating procedures?

Documenting key steps will help to:

• onboard new clients (successful starts increase the retention and lifetime value of the client)

• onboard new contractors or employees (leads to greater increased retention and faster integration time leveraging their skills in your business)

• create consistency in your customer experience

• support your contractors and employees to understand and work towards expectations and outcomes

• help maintain your brand in the marketplace

• help build capacity in your business by adding more people that can do what you do and can help you

and the list goes on…

If the thought or even the words “Standard Operating Procedures” makes you cringe, don’t worry, I’ve got you.

Easy steps to start documenting your SOPs:

The next time you go to perform one of your standard practices in your business; 

• Focus on key processes important to your business. Some examples might be: Onboarding a new client, setting recurring appointments, submitting expenses, providing a quote, submitting a purchase order request, responding to a customer complaint, using branding in social media posts, etc.

• Record yourself using a screen capture recording tool such as Loom, Vidyard, Zoom, etc. Talk through and show what you’re doing. (TIP: people tend to learn faster with video instructions)

• Jot down any accompanying quick bullets to support the video

• Keep videos or written instructions short

• Use a spreadsheet or a document to link to the video and any supporting documents or systems that will be needed for the process. Example: link to client files, expense forms, quoting template, purchase order system/form, branding templates, etc.

Once you create one process, you’ll start to see how simple this can be. 

What is one process that would benefit your company from being documented? 

Take a moment right now and choose a process. Set yourself up for success by committing right now that the next time you go and perform that process, you’ll plan to record yourself doing it. 

Your future self will thank you for it!

NOW is YOUR time.

Ariana

If you’re tired of leaving opportunities on the table and you’re ready to create a growth plan, it’s time to set up a free Business Roadmap Session where you’ll come away with what’s blocking growth in your business, the steps to remove the block and a game plan to follow. Click through to book your session.