Do you want to get your business out of your head?
Regardless of the size of your business, standard operating procedures are an essential ingredient for successful outcomes. SOPs make running a business simpler for all involved, from contractors and staff to directors and government bodies, and most importantly clients/customers. They assist with providing quality, productive, consistent outcomes, efficient work practices, and training materials or friendly reminders to the small business owner juggling multiple tasks. They are a key ingredient to help scale your business.
So let’s look deeper into the what, when and why when it comes to creating SOPs.
What are Standard Operating Procedures (SOP)?
I mentioned that every business needs an SOP. And yes, it’s true. But what exactly is an SOP and why do you need one? An SOP is essentially a step-by-step guide for executing recurring tasks in your business.
It specifies when, how and why you do a particular function in your business. E.g how to perform a particular process, or how a system is to be used.
Examples of Standard Operating Procedures
For a small business SOPs might cover areas like:
New customer/client onboarding: This will show the steps you take to bring on board a new customer/client.
Updating your website: Branding guidelines, steps for uploading information, links, videos and photos, programs integrations, updates, changes to company policy or public notices to customers/clients, compliance updates etc.
Sales calls: a guide to handling the tricky sales calls
Invoicing and bookkeeping: steps from sending an invoice and the variables in pricing, to receipting payments, entering customers into the financial management system, reconciling accounts, and running reports.
Blog management: Instructions on how or where to draft the post, searching for keywords, posting on your website, style and format of posting, frequency and time of posting, how to promote new blog posts
Once you have a collection of procedures for different business activities, you could compile them into a user manual for yourself or any contractor or employee you bring into the business to handle specific business functions.
7 Benefits of Standard Operating Procedures
As a small business, following standardised operating procedures can save you time and allow you (and your team) to be more productive. They reduce errors, and improve compliance with industry guidelines. Here are 7 reasons why every small business should have SOPs:
1. Setting standards and structure within your business
A successful business can act quickly on leads and opportunities, this can be done effectively if the relevant operational information is easily locatable, relatable and transferable.
2. Reducing error rate
Having a documented procedure provides a brilliant level of quality control. There is no ambiguity or creative divergence, a simple and concise process to follow. Train new employees or Virtual Assistants and other contractors knowing that a consistent approach will be followed.
3. Saving time
We all want our businesses to operate smoothly, and I’m not going to lie, SOPs take time to implement. This time, often many small business owners struggle to allocate. However, it can be done gradually, as you are doing the work, document as you go. Consider it a short-term time investment, for a long term gain. If left undocumented, your stress levels and time wasted trying to find how you wrote a particular sales pitch, or where you saved that file you urgently need, will continually hold you back from structure, efficiency, clarity and growth.
4. Preparing for delegating / outsourcing
Once you’ve drafted and tested your SOP, you can outsource work to a virtual assistant with ease. Or write that job description with clarity about the core tasks and skills required for the role. Outsourcing frees you up to go on that holiday you’ve been planning, or to do the higher level tasks to build the business.
5. Assisting with training
If you have a written SOP manual it can be used as a tool to help train and onboard VA’s, or a new employee. It will ensure consistency, and provide a starting point to introduce the business. It also serves as a reference tool when the information overload hits. While making it clearer where the responsibilities for each task lies.
6. Supporting high level customer service
Your customers/clients won’t see your SOPs, but they’ll certainly benefit from, and feel the positive impacts of you following them. They ensure each team member has clarity around expected outcomes. Customer service like ending with a positive phrase at the end of a phone call e.g. “Thankyou, for calling, is there anything else we can do for you today?” Or possibly its following an internal escalation process, to ensure the right person is handling the level of customer interaction, suitable to their role.
7. Leading a path to regular reviews, efficiencies and continuous improvement
By systemising or documenting your processes, you can then visually see where they fit together. This will likely lead to streamlining any processes which may overlap or seem superfluous. It may highlight areas where automation can replace repeated tasks. Because after all, maximising efficiency within your business is a genius move.
How do you document Standard Operating Procedures?
There are various ways you can document SOPs:
From formal templates, with document registers
Video demonstrating a process
Steps in a checklist on a program like Trello
Another option is to ask your VA to type the processes piecemeal as you are training/providing processes to them.
When it comes to documenting, no one size fits all. Find what works best for your business systems and resources.
To start you off, I’ve added a link to a free template you can use at the bottom of this blog. Feel free to adapt it and make it your own. I use this template with links to processes (e.g. on-boarding, marketing, blog writing, website etc) stored in Trello.
TOP TIP: Ensure consistency with your procedures. Font size, H1,H2, colours etc… This will (with hope) become your business handbook, and once all compiled, you’ll want it to appear uniform and professional.
When and where to start?
There’s no time like the present! Why not start writing your SOPs next time you do the actual task?
The other option is to start with the processes which you dislike the most, or the processes which take the most amount of your time, or are not frequently used but challenging or hard to remember. Simply open the template supplied below and start recording your processes. Save it to your SOP library. This is the beginning of your handbook or manual. It’s prudent to get someone else to test it and provide feedback. Update as required, and review every 6-12 months.
By documenting your processes and procedures, not only will a weight lift, as you start paying yourself forward. You’ll be more organised, reduce errors, make brilliant use of your time, be able to outsource or delegate and scale effectively, therefore increasing profitability and productivity. Sounds great doesn’t it?
If you’d like to talk about preparing your business to outsource, planning out your socials and blogs or if you’re ready to outsource your digital content marketing or administration, please feel free to contact Deb for an obligation free consultation.
I wonder how many new business owners start their business as I did? With a rather exciting, guns blazing idealistic dream.
Upon reflection and review, I imagined sipping coffee while working with other people in a shared space. Doing what I love with versatile service offerings.
From contracts management, to project management, social media, admin, grants and blog writing.
I dreamt of this amazing flexible lifestyle. Taking the kids to the beach, watching them play, while shooting out a piece of work! I wouldn’t need to be around corporate politics or have meetings for meeting’s sake. At the conclusion of my first full year in business, I have a confession to make.
I was WRONG. Being a small business owner is hard yards. Yes, there are amazing flexibilities. I’ve been there at the school assemblies and important events. But I can tell you, sand, laptops and young kids near waves while I try to focus on work instead of them…don’t mesh well. In truth, I didn’t know how much I didn’t know. I thought my law degrees and 20 years of business experience would be ample experience to run a business.
Don’t get me wrong, I’ve loved the journey, but now realise it isn’t as clear cut as I imagined.
Here is my year in review:
1. Purpose and vision
My purpose and vision remain, to support small business owners. So you’re not overwhelmed, having to wear all the hats that small business ownership demands. I love freeing up your precious time providing necessary marketing support. This allows you to focus on your passion space and growth. After all, this is the reason you started your business.
Reflection: Do you think I stopped to think about how I would not wear all the hats while making this happen for them? Nup! So now all the advice I am giving my clients, I am planning to take on board more for myself in the coming year. I’ll increase focus on time management, increase automation, streamline processes and outsource where required.
2. Networking
This year I started networking. In the beginning, I was nervous and hated it. I thought I needed to have a sales ‘elevator pitch’. I had been reading on forums and group coaching about how important it is to sell your abilities. (Whilst I’m well aware I need work in this space). I have actually loved the fact that I haven’t had to do this.
Instead, I’ve been building genuine connections with people. Getting to know them and their business. I love listening to their personal values and journey. The right people have and will continue to engage my services, as I come from this authentic space. Networking is something I look forward to now, it is more like catching up with passionate like minded friends.
I’ve been a bit of a networking flirt, due to family and work commitments. This year I have networked with:
Sydney Hills Business Mums
Hills District Business Empowerment Network
MIBA Hills District
Sydney Hills Business Chamber
I subbed twice for a BNI group too.
I look forward to continuing my networking in 2020. With my youngest now starting school, I know the time will still remain limited. 930-2.30pm is a short workday.
Reading at school, and turning off the computer at 3 pm is high on my priority list. As I strive to create a holistic balance in my life for next year too.
My clients are so important, their work will always be a high priority for me. As they come first, networking opportunities will be strategically planned around working commitments.
3. Collaborations & contras
A new collaboration with Kym Thompson from Clear View Imaging has been wonderful. She is an amazing local social media photographer. who offers quality photography and social media video clips for all your social media content.
She creates the sets, shoots the pics and I add copy, hashtags, planning and scheduling on the various platforms. I look forward to this taking more shape in 2020.
An awesome contra deal with Rebecca Swanson. I provided the copy for a LinkedIn article, blog and press release. Rebecca gifted me with some amazing coaching.
Blog writing sub-contracting with the amazing copywriter and trainer Leanne Shelton.
I’m super excited for next years collaborations. They are being fleshed out with a couple of different businesses. So watch this space.
I’ve been in discussions with a Government organisation. This is relating to mindset, overwhelm and mental health for small business owners. It’s a space I’m passionate about and will see where this leads.
To that point, there was an amazing FB group I was going to start. Yet, it’s currently benched after several discussions with some very experienced business owners. I’m heeding their advice and for now, and pivoting.
Meanwhile, I’ll be transitioning the concept into guest blogs in 2020. Various business experts will useful and practical information, within their area of expertise. It will be relevant and helpful guidance for the small business owner.
Why? I’m passionate to provide you with tools to create a holistic balance and growth in your personal and business life.
4. Subcontractors
I have an amazing growing team of Australian Sub-contractors, assisting to provide a second to none service. They assist in the following spaces:
Video editing
Social media and graphic design
Sales, project and admin support
There are two more VA’s (Marketing support and a copywriter), who’ve been screened. They fit the very stringent values and client focus testing. They will join the Versatile team as the business continues to grow.
5. Sydney VA group
I started a Sydney VA Facebook group called the Sydney Virtual Assistant Support Community, which now has 64 members. It provides a local support network for Sydney based virtual assistants.
Amanda Primrose is the other amazing group admin. We have arranged two meetups this year with many more to come in the new year. We’re looking at having marketing and sales support sessions.
Co-working catch-ups within LCA’s will be a focus in the new year, as it can be quite isolating working from home. It’s nice to bounce ideas off someone else and have a laugh and some company too.
6. Perceptions realised
With the experience of stating that I have law degrees, versus stating I’m a VA or I own a VA business. I’ve come to a rather uncomfortable realisation. There’s a perception around the (under) value of VA work. Particularly because people instinctively think $12 p/hr offshore or basic admin.
As such, I’m re-branding slightly in 2020. I still own Versatile VA. However, they’ll be a soft change with the addition of a tag line:
your outsourced marketing support
This will remove the assumption of only admin and make it clearer the value and service offering I’m providing.
As I further niche and refine my services over the years, my long-term clients and new clients alike will reap the benefits. The desire to provide an amazing customer-centred, professional experience will be unaltered.
Another exciting change: I’ll be creating packages for blogs and socials and these will be available early 2020. This is to further streamline and simplify the offering to my clients.
New offerings
Social media and blog writing planning coaching sessions are now available. It starts with a free discovery call where we connect via zoom and nut out a quarterly strategy together. This is still in its infancy and I look forward to providing this service to many more clients in the coming year. I will also be offering a free social media audit for all new clients. Many more offers to come too including incentives for continuing a retainer agreement.
7. Clients
What a blessing to work with such incredible businesses this year. I work with a variety of industries. From Finance and property sector, recruitment, marketing, coaching and health and wellness.
A huge thank you to you, my clients, for continuing to choose Versatile VA! Thank you for your clear concise communication, your passion for business growth and trust in me with your babies (your business). It’s lovely to feel a member of your team and I love working with each one of you. I’m so lucky to have scored such really lovely people!
Thank you also for the amazing reviews, they mean the world. It has been such a pleasure to provide vital support for your business growth and help to reduce overwhelm.
I am excited to say many of my project clients have indicated they intend to utilise my services again for their next projects.
My target: 5 new retainer clients by June 2019. My sub-contractors sitting in the sidelines can show what they’re made of. I too am looking forward to sinking my teeth into some new projects.
This year I had a client call from another State who was referred to me by someone I didn’t know. This is exciting news for me. She retained my services for a project and I hope to hear from her again in the future.
Growth space
Next year I intend to phone my clients more frequently, to add a more personal touch and check-in. Emails don’t cut it and I always intend to but time gets away. Upon reflection, this is now an important part of the service and is being allocated to the process.
There are some incredible new prospects I’ve recently met for coffee and fingers crossed. So excited by these prospects who are ethically aligned and their passion for their business is abundantly evident. Watch this space. I’d be honoured to work with them.
8. Public speaking
This year I lead one networking group session on time management and goal setting. I received brilliant feedback and gained benefit from it myself. Read more about the benefit here.
I decided to up the ante and push myself further out of my comfort zone. So I’ll be doing 4 public speaking engagements next year.
9. Continuous learning
Workshops
I have participated in workshops for:
SEO
Basic bookkeeping
Social media marketing
Marketing
Facebook Ads
Studying
Having completed a full copywriting course via UDEMY earlier this year, I am currently completing a Social Media Management Course via Freelance University. I want to continue expanding my knowledge in all things SEO, social media and copywriting, along with learning about the inner workings of several systems.
I’m now well aware business ownership is a learning journey, a journey of growth, and refinement. I’ve made my share of mistakes. I have laughed, connected with some absolutely inspiring, supportive and incredible business owners. Collaborated, cried, felt imposter syndrome 1000 times, doubted my abilities and questioned my decisions, felt excitement that I took another step in the right direction. I love my client’s, the challenges and the journey.
Mindset and business are super connected…what a rollercoaster it’s been. Bring on 2020. I have set myself challenges, am excited to continue to grow the business and myself.
Wishing you a happy restorative New Year!
Thank you for listening to my self-indulgent reflection, of a year that was. And after a short break, I look forward to serving and connecting with you next year. On that note, I hope you all enjoy a short break too. We all deserve a break, to spend time with loved ones, to allow ourselves. In fact, we all NEED a break. Taking time out helps you get back to the reason and mindset of when and why you started the business in the first place and gives you the mental energy to pivot and change when needed.
7. Leading a path to regular reviews, efficiencies and continuous improvement
