Part 22: Procedures and Operations
This part of the guide has 10 pages so far. Each page answers one question, shows what to do, and ends with an audit check you can use on your own business.
22.1 Create Standard Operating Procedures
Section titled “22.1 Create Standard Operating Procedures”- 22.1 Writing Standard Operating Procedures: Write simple standard operating procedures with a purpose, scope, owner, inputs, steps, outputs, quality check, exceptions, records, and a review date.
22.2 Document Opening and Closing
Section titled “22.2 Document Opening and Closing”- 22.2 Opening and Closing Checklist: Build daily opening and closing checklists for security, cash and payments, the schedule, backups, and unresolved issues, plus keeping your Google hours accurate.
22.3 Document Lead Handling
Section titled “22.3 Document Lead Handling”- 22.3 Lead Handling Procedure: Write a lead handling procedure: capture every lead, check source and consent, assign an owner, respond the approved way, qualify, move it forward, and record the outcome.
22.4 Document Sales and Estimates
Section titled “22.4 Document Sales and Estimates”- 22.4 Sales and Estimate Procedure: Write a sales and estimate procedure: understand the need, define scope and exclusions, price for margin, get approval, send, follow up, and close with payment.
22.5 Document Scheduling and Delivery
Section titled “22.5 Document Scheduling and Delivery”- 22.5 Scheduling and Delivery Procedure: Write a scheduling and delivery procedure: book the job, prepare people and materials, do the work to scope, keep the customer updated, inspect, and close it out.
22.6 Document Payments and Bookkeeping
Section titled “22.6 Document Payments and Bookkeeping”- 22.6 Payments and Bookkeeping Procedure: Write a payments and bookkeeping procedure: record revenue, fees, and refunds, reconcile to the bank, review odd activity, run reports, and keep records as long as the IRS says.
22.8 Document Security and Backups
Section titled “22.8 Document Security and Backups”- 22.8 Security and Backup Procedure: Write a simple security routine: review who has access, install updates, watch alerts and odd activity, confirm backups, and know what to do if something is hacked.
22.9 Document Emergency Procedures
Section titled “22.9 Document Emergency Procedures”- 22.9 Emergency Procedures: Write emergency procedures: current emergency contacts, protecting people first, who can close the business, protecting data, notifying insurers, records, and reopening.
22.10 Create Training Materials
Section titled “22.10 Create Training Materials”- 22.10 Training Materials: Build simple training materials: role training, system and access training, customer service expectations, a way to check understanding, records, and refreshers.
22.11 Review and Update Procedures
Section titled “22.11 Review and Update Procedures”- 22.11 Updating Procedures: Keep procedures current: owner reviews, feedback from the people doing the work, updates after mistakes or rule changes, version numbers, approval, and retiring old copies.