In talking about small business growth stages, you cannot ignore that to open your capacity to accept more business a part of being ready is to start documenting and standardizing how you do things in your business. We need to create and make available processes (what & why something is done), procedures (how it is done), and protocols (when it done) to form systems. You’ve heard about SOPs or standard operating procedures. These documented systems improve consistency, quality, and efficiency to make it easier to bring on team members for business growth. But to get started I have found that entrepreneurs seem to need more direction and I am here to provide just that. Follow these four steps to get it done.
Identify processes for standardization. Everything in operations and business management starts with the client journey: awareness > inquiry > purchase > onboarding > servicing > offboarding. What system needs to be created and documented to complete each step of the client journey? What system needs to be created and documented to get from one step of the client journey to the next? Other places to look in your business for needed standardization are the internal areas of your business, the structures you should have in place, and the systems you need for success. We are looking to create standards that will have the greatest impact on efficiency to save time and money, as well as increase quality and customer satisfaction to keep money revenue coming.
Develop the SOPs. Now that we know what systems need to be created and documented, on the SOP form we start with the objective; the clear purpose, goal, and importance of the standard (what & why). Then we outline the step-by-step actions to be taken to complete the standard (how); noting that if steps are to be done by different people, who each step is assigned to. Finally, we incorporate best practices of methods, techniques, technology, and when it is best to do what (when). Your form and be simple or complex or visual, depending on which is more appropriate to have the standard followed with more ease.
Make it easy with tech. I developed a custom GPT to help create SOPs for my business and clients. You can try it out HERE. However, there is plenty of other tech to help you with SOPs. You can create templates in Google Docs or Microsoft Word. You can first map out a process before detailing it on your form using visual mapping tech like BoardMix, Celonis, or Signavio. There are specific platforms like SweetProcess, Tallyfy, and Process Street for SOP management. There are a.i. platforms like Axonify and EdApp to create interactive and engaging training modules or go with more straightforward platforms like Trainiual. Remember the best tool is one that is actually used, so ease of use is most important.
When to update. Once created, SOPs should be used at all times. The only way to make sure the standard is upheld is to do things by the standard each time. However, the flow of business will evolve and standards have to evolve right with it. When a process no longer produces the desired standard, it is time to review and update the SOP(s) responsible for maintaining that standard. Solicit feedback from team members, vendors, clients, and anyone else who comes into contact with the standard and apply your new knowledge to update the standard to achieve the goal of the standard. Steps may change but the goal stays the same as a guide to measure the steps by.
Need support infusing SOPs into your business model, let’s talk. It’s FREE. ShaCannon.info/talk