SOPs & playbooks
Turn what your best people know into standards the whole team can use. Short, easy to find and kept up to date, not a binder on a shelf.
Request a proposalWhen it is needed
- Service quality depends on who is working that day.
- Training a new hire means shadowing one person who has no time.
- When a key person is off, parts of the operation stop.
- The procedures that exist are long, out of date, and unread.
What we do
- Capture the knowledge
Watch the job done well, ask why each step matters, and write down what usually lives only in someone’s head.
- Write for use
Checklists for routine work, short guides for judgement calls, video or audio where showing is faster than telling.
- Put it where the work is
At the point of use: on the phone, in the tool the team already opens, on the wall of the room where it is needed.
- Give it an owner
Every standard has a named owner and a review date, so it stays true.
What you get
- 01Standards for the processes that matter most, in the format staff will use.
- 02A simple index, so anyone can find the right one on a busy shift.
- 03An owner and a review routine for each document.
- 04A playbook for the exceptions that currently land on the same desk.
What it is not
- Not generic templates with your logo on them. Every standard is written from your operation.
- Not documentation for its own sake. A standard nobody uses is rewritten or removed.
Where it shows up
Opening and closing routines, order handling, customer complaints, taking on a new client, stock and supplier ordering, turnover checklists for rooms and apartments.
How it is bought
Written inside a Sprint, and kept current under a Retainer.
Request a proposalTell us where the operation gets stuck. We reply with a written proposal and a fixed fee before anything starts.