As I started this year, the number one topic that has come up in my Discovery calls, Consults, and Productivity Coaching is SOPs (Standard Operating Procedures).
In fact, the other day I was on a Productivity Coaching call, and my client said to me, “If [insert name] decided to stop working for me right now, I would be utterly screwed.”
That type of statement is a SCREAMING RED FLAG that procedures need to be created and implemented.
Here are the biggest reasons why:
By creating a procedures manual for any repeatable process, you eliminate more work in the future.
Look at it as a time investment. When you document the steps to:
Onboard a new client
Process a contact (Customer Journey) — including the templates you send for follow-up
Handle your Networking Processes
You already have the workings of a template email (make sure to save it as an email template), that you no longer need to rewrite each time. You have a systemized guide to every step.
This helps you avoid forgetting anything in the process and lays the groundwork for delegation. All of this leads to more systemization and efficiency.
Procedures help prepare your clients for the next steps.
One of the processes we’re helping create for an attorney client is a series of emails for his clients. These emails detail the onboarding process and provide consistent communication regarding where they are in their journey. Every time they complete one of the stages required to close their matter, they receive an email congratulating them on their progress, explaining the next steps, outlining any to-dos on their part, and providing an estimated timeframe before the next stage.
The client feedback has been incredible. Clients love the communication, and it helps set their expectations realistically.
Procedures help assess and eliminate breakdowns.
We all know breakdowns happen — no matter how much we wish they wouldn’t. With a solid set of procedures, you can quickly review the steps and see what was missed, whether that’s your error, a team member’s, or even something your client did not complete.
It also helps with communication. Maybe everything was followed correctly, but there was still a miscommunication or misunderstanding about how something should be done. Having procedures in place provides the opportunity to clarify and update them as needed.
Procedures help create workflows.
If you’re looking to implement workflow software in your business, having a procedures manual makes it a cinch. Simply convert the steps in your procedures manual into tasks in your workflow management software. (I love a good copy-and-paste project 😃) Then, set due dates and assign them accordingly to your team or yourself.
When I started my company, it was just me for the first year or so, and even then, I began writing my SOPs. I wanted to ensure anything repeatable was documented so I wouldn’t have to rely on memory or rewrite it again. It was key to my success.
I love helping other companies do the same. If you want to learn more about how we can create individualized procedures for your company, let’s chat. Book your discovery call here.
Contact us today to learn how we can help you document, train, and future-proof your operations!
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Written by MerriLyn Gibbs
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