How to Write an SOP (Standard Operating Procedure)

What is an SOP?

An SOP is a process documentation that provides clear, step-by-step instructions that outline how to complete a specific task. In a service business, they’re given to employees or subcontractors by business owners or managers and can be used: 

• During an initial site visit to create a quote
• For standard tasks that require specific steps
• To implement new safety procedures or practices
• To train new staff members
• When introducing a new method for completing a routine task
• To demonstrate how to operate new tools or machinery

For example, an existing SOP for a cleaning business may include a checklist for tasks in each room, like this:

How to write a good SOP

Standard operating procedures can be used for a variety of tasks and jobs, but to be effective, they should be clear, easy to follow, and organized. Regardless of what you’re using an SOP for, follow these steps to make sure it provides value to your employees and ensures a job well done. 

 1. Set a clear goal

Every SOP document needs a goal. Whether it’s to outline new safety procedures or provide a service checklist to staff, communicate the purpose of the SOP upfront. 

For example, if your goal is to show your employees how to build a quote at a job site, make sure your entire SOP is centered around that purpose. 

 2. Determine who your SOP is for

Different staff members are familiar with different tools, terms, and trades, so understanding who your SOP is for makes it easier to tailor your terminology to the person using it.

For example, the language and steps that you use to create an SOP for your front desk staff to document a new lead will be different from what you would use to outline how to prep a room for new paint or flooring.

3. Choose a format

The format you use for your SOP depends on what you need to provide instructions for and how detailed you want to be. The most common formats for standard operating procedures are: 

• Checklists or bullet lists
• Job forms
• Step-by-step instructions
• Detailed manuals
• Instructional videos

Some SOPs include pictures or examples, while others are simple text documents. What you use depends on the task at hand. For example, checklists work well for straightforward duties while manuals are best for long, complicated procedures that require detailed information. 

In some cases, you may also want to accompany your physical SOP with an instructional video to offer a visual demonstration for tasks that are hard to explain using words alone. 

4. Write your SOP

To write your SOP, work through the task yourself and take notes as you go. Provide as much detail as possible, describing exactly what you do at each step. 

Once you’re done, take a look at your instructions and cut out any unnecessary or redundant steps. For example, if you’re drafting a kitchen cleaning checklist, you probably don’t need to include “put the cleaner back in your supply basket” at the end. 

Try to strike a balance between giving the necessary information and detail to leave little room for error without providing so many instructions that it’s hard to tell what’s important. 

Here’s a basic SOP for managing clients using Jobber: 

• A potential client reaches out via email, phone, or an online work request
• You send a quote within 24 hours
• Once the quote is approved, schedule the job
• When the work is complete, send an invoice
• Collect payment by cash, check, e-transfer, or credit card
• Send a follow-up email to ask for a review or referral

Creating your SOP document

Most basic SOPs are easy to create using a word processor like Google Docs or Microsoft Word. 

But if you’re looking for something more functional, you can also create SOPs through Jobber using job forms. 

Job forms allows you to create SOPs that: 

• Provide a checklist of specific instructions
• Include job details, like who completed which tasks
• Group tasks into certain areas or jobs, like how to clean a specific room or the differences between painting the interior of a home versus the exterior
• Are easy to share to your teams’ phones or tablets

Standard operating procedure examples

Service businesses use SOPs for all kinds of different protocols, from basic tasks to complicated procedures. And because every service business (and industry) is different, SOPs tend to vary from one company to the next. 

That doesn’t mean you can’t take inspiration from others to get started. Here are some SOP examples you can use to draft your own. 

SOP example #1: Chimney cleaning 

Mitchell Blackmon from Patriot Chimney uses SOPs help to set standards and onboard new employees:

“A big reason that we created SOPs was so that we had consistency across the board and so that we would have a basis for training future employees. SOPs are also a great way to set expectations for each job since we know exactly what has to be done for every single step of every single job (barring any challenges or surprises that may arise, of course).”

Here’s an SOP Patriot Chimney uses for their crown coat service:

Crown Coat:

• Tape off entire top of chase
• Brush and clean any debris and particles from crown, brush entire crown
• Wash with crown coat, ensure no brick portion is exposed and material does not exceed more than a quarter inch up the flue tiles
• Let dry and then remove tape

**NOTE: USE COLD WEATHER CROWN COAT IN TEMPS BELOW 45 DEGREES**

SOP example #2: House cleaning

Cleaning businesses also benefit from using SOPs to help ensure that each room is clean and that no tasks are missed or forgotten.

Here’s an SOP a cleaning service business could use to clean a client’s bathroom:

Bathroom cleaning checklist:

• Remove all dirty towels and washcloths
• Dust all surfaces, including light fixtures and decor
• Clean and disinfect shower, bathtub, and sinks (inside and out)
• Clean and disinfect toilet bowl, seat, lid, tank, flush handle, and base
• Clean and shine all mirrors, chrome, and tile
• Wipe cabinet fronts, fixtures, and countertops
• Vacuum and mop floor
• Replace rugs
• Empty and replace wastebasket

READ MORE: Professional house cleaning checklist for staying organized

SOP example #3: Landscaping

Landscaping and lawn care businesses use SOPs for everything from mowing and trimming to laying sod and installing drainage systems. 

Here’s an SOP a lawn care service business could use for mowing a client’s lawn:

Mowing checklist: 

• Put on safety equipment: steel-toed boots, gloves, earmuffs, long pants, safety glasses
• Notify client of your arrival
• Get access to any fenced or gated areas
• Ensure yard space is clear of debris and no children or dogs are in the area
• Check that grass is long enough to cut (minimum ⅓ taller than mower blade)
• Trim around fences, walkways, and buildings first
• Set mower blade to correct height
• Mow the lawn, bagging grass, or leaving on the lawn as per the client’s preference

LISTEN:Gain a competitive edge with efficient operations

Why are SOPs important?

SOPs are beneficial to you, your staff, and your clients. When used correctly, they work to ensure your business runs efficiently and effectively. Here’s how you can use standard operating procedures to grow your service business: 

1. Create consistent standards for contractors and employees

Because most SOPs provide clear, step-by-step instructions for completing a task, they help to make sure that your employees and subcontractors are following the same guidelines for each job.

Consistent standards mean you can avoid mistakes and keep staff members from forgetting or missing important steps, saving you time, money, and resources.

LISTEN:Run a highly efficient business (without cutting costs)

2. Ensure safety requirements are followed

SOP documents are ideal for listing out the required steps in safety procedures and protocols.

Since SOPs are clear and straightforward, they make it easier for your employees and contractors to follow company standards by wearing safety equipment and operating machinery and power tools correctly.

This helps to prevent injuries and unsafe working conditions on the job.

3. Train employees

When onboarding new hires, SOPs make it easier to show them the ropes and provide them with guidance when they have questions. And they show them exactly how you would like a job to be done, leaving little room for error. 

But SOPs aren’t just useful when bringing in new team members. They’re also useful for introducing new procedures to your existing team. 

4. Save time and money

Because SOPs foster consistency and provide clear instructions to whoever’s using them, they can end up saving you a lot of time and money. 

The goal of any SOP should be to outline the most efficient, safe, and practical way to get a job done. By streamlining the steps you want your staff members to take, the less time your staff members will spend trying to figure out how to approach a task. And the less likely it will be for clients to call up after a job’s done to tell you something was missed. 

5. Follow best practices

There’s usually more than one way to get a job done. But not all of them reflect industry standards or make sense for your business. 

Creating SOPs for your staff to follow allows you to outline what you think best practices are for completing jobs. This ensures there are no cut corners and that everyone is on the same page.

6. Strengthen quality assurance

Your reputation and clients are important to you. Of course you want each job to reflect your high standards, leaving each client feeling satisfied and willing to recommend you to friends and family members. 

But as your business grows, you won’t have as much time to supervise every job that comes your way. Instead, you’ll need to dedicate your time to running your business by generating leads, marketing your services, and developing new income streams through new products and services. 

LISTEN: From job site to oversight: Transitioning out of the daily grind

SOPs ensure that each job your staff members complete without you is high-quality, professional, and up to snuff. 

In turn, this builds your reputation as a trustworthy and first-rate service provider.