Callahan: SOPs: My Frenemy and Your Training Lifesaver

Have you ever hired someone new, sent them to shadow three different employees, and realized they were shown three completely different ways to do the same job? No? Then you are one of the .001% of shops like that. Feel free to stop reading and come back next month. If you said yes, then let's walk together.

So often, training lives only in people’s heads and not on paper. This is true in many shops, causing new hires to feel overwhelmed and confused while frustrating managers when things fall through the cracks.

Introducing our best friend (and my nemesis), Standard Operating Procedures (SOPs)! I know, I know … “procedures” doesn’t sound exciting, and most of the time they aren’t. But SOPs aren’t just paperwork. They’re the backbone of training that actually sticks.

Here’s why written SOPs matter:

• Create consistency. Everyone follows the same process, so the client experience stays the same no matter who is helping them.
• Establish accountability. If something goes wrong, you can determine if someone didn’t follow the SOP or if it needs updating.
• Give confidence. New staff members don’t feel like they’re guessing. They’ve got a playbook to rely on.
• Enhanced client experience. Customers trust you more when your team delivers reliable, consistent service – every time. 

Without SOPs, you’re basically playing a game of telephone with your training. Each person adds their spin, and by the time it reaches the new hire, things are fuzzy at best.

What Makes Training Stick?

Training sticks when it’s repeatable (and repeated). If your onboarding only works because you personally are doing it every time, that’s not scalable or realistic. SOPs make training repeatable and simple. They also give employees something to reference long after orientation is over, which means they retain more and require less handholding. It also means your “star” employee isn’t the only person who knows how things are done. If they’re out sick, on vacation, or move on, the shop doesn’t skip a beat.

Creating Effective SOPs

Not all SOPs are created equal. A binder of 50-page essays isn’t helpful. No one is flipping through that during a busy day. In fact, they’d probably rather watch paint dry or grass grow. Effective SOPs are:

• Simple. Step-by-step instructions that are easy to follow.
• Visual. Include checklists, screenshots, or diagrams where possible.
• Clear. Written in plain language. Save the technical terms for the repair orders, not the training docs.
• Collaborative. Built with input from the people who actually do the job every day.
• Up-to-date. Reviewed regularly and tweaked when processes change.

The goal is to make SOPs quick and useful, not intimidating or forgotten in a drawer.

So how do SOPs fit into a shop’s day-to-day?

• New hires. Combine shadowing with SOPs so they learn both by seeing and by referencing written steps. I have found that most people in our industry are hands-on learners and not observational learners.
• Service advisors. Use SOPs in role-play scenarios by practicing calls, follow-ups, and explaining DVIs to clients.
• Technicians. Standardize processes like digital inspections, QC checks, or equipment use. This delivers a consistent output from all technicians.
• Empowered staff. With SOPs, team members can self-correct by checking the playbook instead of waiting for a manager. 

You can even use SOPs as part of your ongoing team coaching. Pull one out during a team meeting and walk through it together. This provides an opportunity for input and buy-in from your team.

As with anything, there are a few pitfalls to try and avoid:

• Overcomplicating. If your process for answering the phone is 12 pages long, no one’s reading it. If you can make it short enough to have next to the phone, that’s best.
• Letting them collect dust. If you don’t update your SOPs when something changes, they quickly lose credibility. These are living and evolving documents. As our industry and technology advance, so should your SOPs.
• Excluding staff. If you write SOPs without input from the people actually doing the work, they won’t get used. Your staff does the job every day. Empower them. Let them shape the steps. They’ll own it, and they’ll use it.

At the end of the day, SOPs make training stick. They reduce stress, create consistency, and build a stronger team. They’re not about micromanaging. They’re about giving everyone the tools to succeed.

And while they may still be my “best friend and nemesis,” here’s what I’ve learned: If it isn’t written, it isn’t happening.

Going to AAPEX/SEMA in November? I will be teaching a class on Thursday! Please find me to say hello!