How to Actually Build SOPs

You’re ready to stop winging it and create real, usable Standard Operating Procedures. Where do you start?

You start by getting honest about how things actually work at your agency today. If there’s already a process, even if it’s a mess, write it down. If there’s no process at all, that’s fine too. You’ll be building from scratch.

Creating SOPs is about making your operations repeatable, clear, and easy to follow. It’s not about perfection. It’s about building something your team can actually use.

Here’s a step-by-step breakdown:

Step 1: Document What You’re Doing Now

Even if it’s not ideal, write down the current process. Step-by-step.

• What is being done?
• Who is doing it?
• What program or tool is being used?

If you don’t have a process yet, design the one you want. Think about the ideal way the task should happen.

Step 2: Identify Roles and Tools

For each step, clearly list:

• The action that needs to happen
• Who is responsible
• Which software or tool is used (management system, CRM, form tool, etc)

This creates clarity around responsibility and removes assumptions.

Step 3: Talk to the People Doing the Work

Review your draft with the team members who actually do this task.

Ask them:

• Is this what you’re doing now?
• What’s slowing you down?
• Are you using the tools we’ve given you?
• What could make this process better?

Be open to feedback. There’s a good chance the “official” way isn’t what’s really happening.

Step 4: Refine, Test, and Review

• Adjust your SOP based on the feedback.
• Run a test of the process using real work. Watch how it holds up.
• Look for gaps, roadblocks, or unnecessary steps.
• Update the SOP and run it again.

Step 5: Create the Final Document

• Once the process works, write a clean, easy-to-follow SOP.
• Include screenshots and/or videos.
• Use plain language.
• Make it available to everyone who needs it.

Step 6: Train and Set Expectations

• Train your team using the SOP.
• Make it clear that this is now the standard.
• This is how the task gets done - no side paths, no shortcuts.
• Consistency is the goal.

Where to Start

You don’t need to document every process in one week. Start with one and build from there.

Every agency should eventually have SOPs for at least the 13 processes below:

• New business prospecting
• New business quoting
• Quote presentations
• New business sales
• Cross-selling
• New client onboarding
• Lost lead recycling
• Lost client winbacks
• Renewals
• Service requests and endorsements
• Cancellations
• Payment processing
• Commission reconciliation

Pick the one you or your team struggles with most. Build that one first.

Once it’s working, move to the next.

In the next blog, we will cover accountability to help you ensure your team follows the SOPs you’ve built.