5 Reasons your business needs a playbook
We frequently use dog sitters at our house when we go out of town. Whether they are experienced with our dogs or a first-time sitter, they are always appreciative of the detailed “day in the life” document I have for the dogs and house. This 4-to-5-page document outlines what the dog’s routine is, how to address unique situations, and backup resources when I am not available. While it may seem over the top, it means the pups will maintain a level of normal while we are away and the dog sitter will be able to handle most situations without having to hunt me down. It also saves me time because I do not need to download all the information and potential scenarios to the sitter prior to our departure and hope it is remembered.
For many business owners, writing out detailed instructions for processes and procedures has not emerged as an urgent or pressing to-do item. When you started the business, you handled everything yourself – client work, billing, hiring, technology decisions, marketing, and countless other tasks. It worked when you were small, but now you are drowning in operational details as the team and business grow.
Taking the time to document core processes and identifying who is responsible for which tasks is a big step towards ending the drowning and freeing you to focus on what you do best. Creating an operations playbook will transform your business from a collection of ad-hoc activities repeated by one person into a scalable, efficient organization.
Still not convinced it is the best use of your time? Here are five reasons your business needs an operations playbook.
Delegating is easier. With documented processes, you can more efficiently hand off processes to your team members. When it is in writing, they will understand their responsibilities and authority, have clear procedures to follow and reference, and you will have set clear expectations for their role.
You are not involved in every step. Once you have documented the processes and delegated tasks, others can handle them effectively without needing to go to you for permission or confirmation. It breaks the cycle of owner dependency and frees you to focus on activities that grow your firm's value and profitability.
Your standards are maintained. An operations playbook ensures that your firm's standards are maintained regardless of who is handling the work. When communication protocols, and/or service delivery standards are clearly communicated and documented, you can protect your reputation while enabling growth.
Key information is always available. You reduce business risk when critical knowledge is not trapped in your head or scattered across various team members. Whether you are taking a weeklong vacation or a team member unexpectedly goes on leave, having core processes documented in your playbook means other team members can fill the gap and ensure business moves forward.
Scalable growth has a foundation. The processes that worked when you had three employees become chaotic when there are fifteen employees. Having the processes clearly identified and documented provides the space for the team to review, tweak and change more efficiently as the organization grows.
Creating an operations playbook requires upfront time investment, but pays dividends for years. Start with the processes that consume most of your time or create the most risk, then gradually document other areas as your team grows.
The goal is not to create bureaucracy – it is to build a foundation that supports growth, improves consistency, and frees you to focus on the strategic work that only you can do. Your future self (and your team) will thank you for making this investment now.
Do not wait until operational chaos forces your hand. Start building your operations playbook today and transform your professional services firm from a job that owns you into a business that works for you.
Not sure where to start? Let’s talk. Elevation Business Consulting can help you map out what needs to be included in your operations playbook so your back office can start supporting your business’ growth and profits while reducing your stress.