Standard operating procedure (SOP) documents are sets of step-by-step instructions that guide employees through a specific task. SOPs ensure consistency, enhance productivity, and improve quality control across all areas of your operation.
Simply put, an SOP is an outline of who will do what and when. And that’s important, because according to data from Gallup, only around half of workers know what’s actually expected of them.
Whether you follow Systemology, EOS, or any other framework for building your business systems, SOPs are at the very core of how things get done. This checklist will help you make sure they get done right.
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Rather watch than read? Check out this masterclass from Marcela Kerbs, CEO of BustNMoves Moving & Storage, and start streamlining your business! |
Benefits of creating standard operating procedures
“In every business, systems are the behind-the-scenes playbooks for everything that gets done, from how your business operates to how your sales team engages with customers,” explains Marcela Kerbs, CEO of BustNMoves Moving & Storage and Owner at Marcela Kerbs Consulting, in a session on streamlining operations at the Virtual Movers Conference.
Documented or not, SOPs exist in your business. And the way Marcela sees it, they can “significantly impact your business’s efficiency and quality of work”.
By taking the time to step back and document her systems, she and her husband Taylor were able to grow their business to four locations, 10 moving trucks, and four packing vans. And today, she only works 15 hours per week.
That alone is pretty compelling. But in case you’re still not sold, let’s take a closer look at some of the biggest benefits of creating SOPs.
1. Enhanced operational efficiency
Tired of answering the same questions from team members over and over again? Believe it or not, employees spend more than 25% of their time searching for the information they need to do their jobs.
SOPs streamline your moving processes from A to Z, ensuring that every step from initial customer contact to requesting post-move reviews follows a consistent set of steps that everyone can follow. By documenting and storing them in one central place, you can spend less time repeating yourself and more time on tasks that move the business forward.
2. Improved customer satisfaction
When it comes to your reputation, you can’t afford to cut corners. SOPs ensure that all customers receive the same high level of service regardless of the day, time, or team managing their move. By standardizing your team’s interactions, responses to inquiries, and resolution of issues, you can maintain a strong reputation no matter what challenges are thrown your way.
3. Increased safety and risk management
Accidents are a part of life in the moving industry, but that doesn’t mean they aren’t preventable. SOPs that include detailed health and safety protocols for things like proper handling techniques and what to do when dealing with hazardous materials can help significantly reduce the risk of accidents, injuries, and damage to furniture and household goods.
Sample SOP templates for movers
Every moving business is different. Your SOPs won’t look like everyone else’s — and that’s ok.
Copy and paste the below checklist then customize to your own processes for a streamlined system that works.
Sending estimates
1. First Contact
Greet customer Collect contact details and communication preference
2. Move Details
Determine move date and location Take inventory or suggest virtual survey for larger moves Discuss special requirements
3. Service Overview
Explain services Communicate unique selling points
4. Prepare Estimate
Determine cost via pricing tools Add tariffs Add extra charges if applicable Obtain management approval for complex moves
5. Deliver Quote
Deliver cost breakdown to the customer Include terms, conditions, and insurance options
6. Follow-up
Follow up via email Follow up via text Document updates
7. Quote Adjustment (if necessary)
Adjust quote for changes or extra services
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Booking process
1. Confirm Booking
Confirm move details Send formal service agreement
2. Documentation
File all related documents Schedule the move
Pre-move coordination
1. Assign Crew
Finalize details, discuss preparation, and answer questions
2. Confirm schedule with customer
Send finalized move plan to crew
Move day
1. Inventory Checklist
Review inventory Note special handling instructions Make any final changes to inventory checklist
2. Equipment & Crew
Allocate equipment Send documents and reminders to crew
3. Move Day Execution
Conduct walk-through with customer Execute the move Ask for a review
Post-move follow-up
1. Customer Follow Up
Ask for review Address any concerns Post review on social media
2. Documentation Update
Update records with any changes or incidents Store documents securely
Payment process
1. Invoicing
Generate invoice Send to customer via email
2. Payment Processing
Provide payment options Record payment Issue receipt
3. Outstanding Payments
Monitor accounts Send reminders for overdue amounts Collected overdue payments Escalate cases to management where needed
4. Documentation
Update accounting records Note any issues related to company policies and legal requirements
5 steps to effective SOPs
Believe it or not, these playbooks can actually become a key profitability lever for your moving business.
1. Create a flowchart
Documenting your client flow is the perfect way to kickstart your SOPs. You could use a free tool like Lucidchart or Creately, or follow Marcela’s advice and start by answering seven simple questions:
- Where do clients find us?
- How do they get a quote?
- How do they book?
- How do we confirm the move?
- How do we perform the move?
- How do we collect payment?
- How do we get a review/testimonial from the customer?
2. Set goals for each SOP
Before creating a standard operating procedure document for any process, you need to have a clear end goal in mind:
- What do you hope to change or achieve by creating this SOP?
- How broad or narrow should its scope be?
- What’s the main takeaway for the team member?
- What should they be able to do after reviewing the SOP?
- What does “done” look like?
3. Assign an owner to each SOP
Writing SOPs isn’t exactly the sexiest task in the universe. The good news is, you don’t have to do it yourself. Experts like Marcela recommend hiring a detail-oriented “system champion” to help you out.
“Designate someone knowledgeable as the go-to for questions about the process. Include additional team members to prevent bottlenecks and ensure smooth operations,” she suggests.
4. Gather up existing resources
After choosing your system champion, loop in an expert top-performer to provide them with all the information they need to create a well-oiled and well-documented process for all the right workflows.
Ask your system champion to shadow your top-performer to observe and document them executing the task live in real time. Using the information gathered from your top performer and other credible sources, you will then create a step-by-step guide detailing your process. There’s your written playbook.
5. Keep it simple
Don’t try to cram everything into one “perfect” SOP. Instead, use bullet points to simplify complex or multi-step processes and set a date to review and update your SOPs based on any new lessons learned or changes made.
Keep in mind, your SOP documents should also be simple to find. Use a centralized system that everyone can access with a clickable table of contents to help team members locate answers quickly.
Elevate your systems with SmartMoving
Whether you’re training new employees or getting existing top-performers on board with a new service, system, or process, the right SOPs will help keep everyone on the same page.
“It's been really easy to get people trained up. It usually takes about a week before they're up to full speed when we hire new salespeople,” says Wade Swikle, CEO of 2 College Brothers.
Find out why ambitious movers like Marcela and Wade choose SmartMoving to systematize their moving businesses. Get your free demo today to learn more.
