SOP TEMPLATE PACK
12 Standard Operating Procedures · Fill-In Templates
Black Flag Media

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THE 3-LAYER SOP FORMAT (use for every template below)
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Every SOP has 3 layers:
  OUTCOME  → why + what "done" looks like (1 paragraph)
  STEPS    → verb-first numbered list (5-15 steps)
  CHECK    → how you confirm it was done right

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CLIENT-FACING SOPs
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--- SOP 1: NEW CUSTOMER INTAKE ---
OUTCOME:
  When a new customer books or arrives, they should feel [WHAT] within [TIME].
  We collect [WHAT INFO] so we can [WHY].
STEPS:
  1. Greet within [TIME]. Introduce yourself by name.
  2. Confirm what they booked. Repeat back to check understanding.
  3. Collect required info: [LIST]
  4. Explain what happens next in [TIME] steps.
  5. Set expectations for follow-up timing.
CHECK:
  [ ] Intake form filled + saved to CRM under contact
  [ ] Next-step scheduled + confirmed via text/email
  [ ] Customer feels [DESCRIBED FEELING] (ask at the end)

--- SOP 2: JOB / SERVICE DELIVERY ---
OUTCOME:
  Every [SERVICE] delivered to the same standard regardless of who does it.
  Target quality metric: [SPECIFIC].
STEPS:
  1. Review the job details in the CRM before arriving.
  2. Confirm materials/tools loaded/ready.
  3. On arrival: introduce, confirm scope, verify no changes.
  4. Execute the work following [STANDARD PROCEDURE].
  5. Clean the workspace. Leave it better than you found it.
  6. Walk through the finished work with the customer.
  7. Photo-document (see SOP 3).
CHECK:
  [ ] Before/after photos taken
  [ ] Customer signed off (verbal or written)
  [ ] Job marked complete in CRM

--- SOP 3: JOB HANDOFF / SIGN-OFF ---
OUTCOME:
  Customer signs off before we leave. No callbacks over misunderstandings.
STEPS:
  1. Walk the customer through the completed work in person.
  2. Point out each element that was addressed.
  3. Demonstrate any tools/features they'll use going forward.
  4. Ask: "Is there anything I've missed or could have done better?"
  5. Get verbal or written confirmation.
  6. Take a photo (with permission) of the finished work + customer.
  7. Send Template 6 (Review Request from Local SEO Kit) within 60 minutes.
CHECK:
  [ ] Sign-off obtained
  [ ] Photo captured
  [ ] Review request sent

--- SOP 4: COMPLAINT / REFUND REQUEST ---
OUTCOME:
  Every complaint handled within [TIME] with a documented resolution.
  We keep the relationship even when we lose the transaction.
STEPS:
  1. Acknowledge within 30 minutes. "Got your message. Looking into it now."
  2. Listen fully. Ask questions. Do not defend yet.
  3. Repeat what you heard. Confirm you understand.
  4. State what you can do: [FIX / REDO / REFUND / DISCOUNT].
  5. Set clear next step + timeline.
  6. Follow up in 24 hours to confirm resolution.
CHECK:
  [ ] Note added to CRM with full complaint + resolution
  [ ] Customer confirmed satisfied (in writing preferred)
  [ ] Root cause identified + fix implemented if systemic

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TEAM-FACING SOPs
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--- SOP 5: EMPLOYEE ONBOARDING (First 30 Days) ---
OUTCOME:
  New hire is fully productive by Day 30 without owner having to babysit.
STEPS:
  Week 1: Systems access, tour, shadow senior team member.
  Week 2: Do first task under supervision (see SOP 2 for our standards).
  Week 3: Run 3 jobs solo with post-job review.
  Week 4: Full autonomy + first 1:1 review.
  Ongoing: Weekly team meeting (SOP 6), monthly 1:1.
CHECK:
  [ ] All logins issued + tested
  [ ] SOPs 1-4 read + signed off
  [ ] First solo job completed + reviewed

--- SOP 6: WEEKLY TEAM MEETING ---
OUTCOME:
  Team aligned every week in 20 minutes or less.
STEPS:
  1. Wins from last week (2 min)
  2. Money Wall snapshot (2 min)
  3. This week's calendar / priorities (5 min)
  4. Blockers or asks from team (5 min)
  5. One number to move this week (3 min)
  6. Close on time.
CHECK:
  [ ] Notes captured in shared doc
  [ ] Action items assigned with owner + due date
  [ ] Meeting ended on time (respect for team's time)

--- SOP 7: DAILY OPEN + CLOSE ---
OUTCOME:
  Shop / office / vehicle is ready to work every morning and secured every night.
STEPS - OPEN:
  1. Check overnight messages, respond to any urgent.
  2. Review today's schedule.
  3. Prep materials/tools for first job.
  4. Confirm team knows day's plan.
STEPS - CLOSE:
  1. Update Money Wall daily numbers.
  2. Prep tomorrow's materials.
  3. Clean workspace.
  4. Confirm alarm / lock-up.
CHECK:
  [ ] Open + close checklists initialed daily

--- SOP 8: EMERGENCY ESCALATION ---
OUTCOME:
  Team knows exactly who to call and what to do when something goes sideways.
STEPS:
  Equipment fails: [WHO] calls [WHO]. Backup plan: [WHAT].
  Customer complaint escalates: Team calls owner immediately.
  Staff no-show: [WHO] covers, [WHO] reaches out.
  Injury: 911 first, owner second, document within 24 hours.
CHECK:
  [ ] Emergency contact card posted in every work location
  [ ] Team quiz once a quarter on the escalation path

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OWNER-FACING SOPs
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--- SOP 9: WEEKLY FINANCE REVIEW ---
OUTCOME:
  Owner sees all 11 Money Wall numbers every Monday. Acts on red cells.
STEPS: (see Money Wall Playbook for full details)

--- SOP 10: HIRING / FIRST INTERVIEW ---
OUTCOME:
  Consistent hiring criteria. Reduces bad hires.
STEPS:
  1. Post role using our standard JD template.
  2. Phone screen (15 min) - 3 questions.
  3. In-person interview (30 min) - 5 questions + culture fit.
  4. Working interview (2-4 hours, paid) - see them actually work.
  5. Reference check (2 calls minimum).
  6. Offer within 48 hours of decision or move on.
CHECK:
  [ ] Standard question set used for consistency
  [ ] Notes captured in hiring folder
  [ ] Rejection sent to non-hires within 5 days

--- SOP 11: EMPLOYEE EXIT ---
OUTCOME:
  Departures happen with dignity. IP, keys, and data are protected.
STEPS:
  1. Have the conversation in person, day 1.
  2. Same day: collect keys, badges, uniforms, company property.
  3. Same day: disable all logins + access.
  4. Within 3 days: exit interview.
  5. Final paycheck within legal timeline.
  6. Update team on transition plan.
CHECK:
  [ ] Property returned
  [ ] All access revoked (make a checklist per system)
  [ ] Team informed of coverage

--- SOP 12: NEW TOOL / PROCESS ROLLOUT ---
OUTCOME:
  New tools adopted without team resistance or productivity dip.
STEPS:
  1. Owner tests solo for 1-2 weeks. Confirms it works.
  2. Pilot with 1-2 team members for 2 weeks.
  3. Get their feedback. Adjust.
  4. Team-wide rollout with a training session.
  5. 30-day check-in: is anyone still not using it? Why?
  6. Update relevant SOPs to include the new tool.
CHECK:
  [ ] Old process officially retired
  [ ] All team members trained
  [ ] SOPs updated to reference new tool

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STORAGE + ACCESS
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Where SOPs actually get followed:
  - Inside your CRM under the customer type they apply to
  - In a shared Google Drive folder linked from team dashboards
  - Printed and taped in the physical work area
  - Referenced in every new-hire onboarding checklist

Where SOPs die:
  - In a binder in your office
  - In a folder nobody opens
  - On a wiki that requires 4 clicks to reach