Writing Your Company Playbook

Whether your company handles service, retail or construction, a standard operating procedure is foundational, but only if it’s implemented well.

“If your business’s standard operating procedure is a 50-page binder sitting on a shelf that no one bothers to read, it’s not an SOP, it’s a paperweight,” says Pete Srodoski, founder and business coach at Roll With The Punches, based in Atlanta. “Or, if you don’t have one at all, you’re missing the playbook that will keep your company running smoothly, making you money and averting disasters that cost it.”

Creating or updating an SOP can feel overwhelming, but industry experts share how to make the process manageable and effective.

Building the playbook

SOPs should guide every level of a business, from owners to entry-level employees. Even single-polers benefit — there’s a process you can do with your first employee, then you build from there, says Nick LaPointe, owner of Golden State Pools in San Diego.

At the managerial level, LaPointe says SOPs give employees a clear understanding of their role: the metrics they’re working toward, the company’s values and mission and the goals they’re trying to achieve. “SOPs are the steering wheel of our company, to keep it moving in one direction,” he says.

At Nevergreen Pools in Shingle Springs, California, SOPs cover everything from customer service and sales to HR, IT, fleet management and pool repair. “These typically start just like a Word document with rough notes,” says Kyle Peter, vice president and founder. “Then we clean it up, and we take the time to collate it in the offseason. We call them winter projects.”

Simplicity is key. SOPs should be written with room for detail if needed, but without overwhelming readers. “Some jobs might be two bullet points on the SOP, but you can double-click into a linked document and get more detailed information on that step,” Peter says. His team also uses Loom videos for visual tips, linking them into the SOP for quick reference.

Both companies have gone digital. LaPointe says Golden State’s platform is cloud-based, while Nevergreen integrates SOPs into Google Drive, email templates and even Skimmer work orders, so technicians see the right checklist embedded in their workflow. 

Making SOPs work in practice

Not all SOPs look the same. For technicians, SOPs often resemble a checklist. 

“We utilize Skimmer software, which can outline the exact steps a technician’s supposed to take,” Peter says. “This allows the tasks to be customized for each client, while ensuring consistent service and quality at every stop.” And if a tech leaves or is absent, the next person knows exactly what to do.

Placement also matters. Some SOPs are posted where the work happens, such as shop door closing checklists or posters reminding techs to prep supplies for the next day.

Updating and compliance

SOPs should be living documents. Updates are needed when procedures no longer make sense, or when regulations or insurance requirements change.

In California, for example, businesses must report chemical quantities annually to the California Environmental Reporting System. “That’s when we make sure all of our safety systems are dialed in,” Peter says.

Other states, including California, New York and Illinois, require annual workplace violence prevention training. LaPointe says those safety plans are also structured into their SOPs.

Measuring outcomes

“The goal here is to measure outcomes,” Peter says. “If someone isn’t checking every box on the SOP, I’m not too concerned about that.” If the outcome isn’t up to company expectations as a result of not following the SOP, “that’s a problem. But if we’re delivering a good product and the trains are running on time, I don’t have an issue. That’s how I judge it,” he says.

Peter, with seven years at Nevergreen, and LaPointe, with 22 at Golden State, both credit SOPs with giving their companies stability and room to grow. For pool businesses with new hires, promotions and turnover — especially at entry levels — SOPs provide the playbook for consistency and success.