---
name: sop-writer
description: "Write standard operating procedures for any business process — from onboarding staff to opening/closing routines to customer service scripts"
---

# SOP Writer Skill

## When to activate
- You need to document a process so a new employee can follow it
- Writing an employee handbook or operations manual
- Creating a customer service script or FAQ response guide
- Documenting your opening/closing routine, cleaning checklist, or quality checklist
- Preparing your business to run without you

## When NOT to use
- Legal or compliance-required procedures — have a lawyer review
- Medical or safety protocols — require professional review
- Franchise agreements — use your franchisor's templates

## Instructions

### Basic SOP from description

```
Write an SOP for: [describe the process in plain English]

Business type: [your business]
Who follows this: [role/position]
How often: [daily/weekly/when X happens]
What tools/systems they use: [list]
Any important notes or things that often go wrong: [optional]
```

### Opening/closing procedure

```
Write an opening procedure checklist for my [restaurant/shop/salon/office].
Opening time: [time]
Steps I currently do (in rough order): [describe your routine]
Staff involved: [roles]
Format: numbered checklist with estimated time for each step
```

### Customer service script

```
Write a customer service script for my [business type] that covers:
1. Greeting a new customer
2. Handling the most common question: [what is it]
3. Dealing with a complaint about [common issue]
4. Upselling/recommending [product/service]
5. Closing the interaction

My tone: [friendly/professional/upbeat]
My business values: [1-2 key things]
```

### New employee onboarding checklist

```
Create a first-week onboarding checklist for a new [role] at my [business type].

What they need to know:
- Our main tools: [list]
- Their core responsibilities: [describe]
- Who they report to: [role]
- Most important thing to get right in week 1: [describe]

Format: day-by-day checklist for days 1-5
```

### Process documentation from interview

```
I'm going to describe how I do [process] and I want you to turn it into a clear, 
step-by-step SOP that someone else could follow.

Here's how I do it: [describe in your own words, as messy as you like]
```

### Quality control checklist

```
Create a quality control checklist for [product/service] before it's delivered to a customer.

What "good" looks like: [describe your standards]
Common issues we catch: [describe]
Who checks: [role]
Format: checklist with pass/fail criteria
```

## Example

**You say:**
```
Write an SOP for handling a customer complaint in my hair salon.
Common complaints: wait time, colour not matching expectations, price surprise.
I want staff to stay calm, offer solutions, never argue.
We can offer: redo the service, discount on next visit, small refund for minor issues.
Tone: empathetic, professional.
```

**Claude produces:**

**SOP: Handling Customer Complaints — Hair Salon**

**Purpose:** Resolve complaints professionally, retain the customer, and protect the salon's reputation.

**Step 1 — Listen without interrupting**
- Make eye contact, nod, let them finish fully
- Do not defend or explain yet
- Say: "I'm so sorry to hear that — thank you for telling me"

**Step 2 — Acknowledge the feeling**
- "I completely understand why that's frustrating"
- Do not say: "That's not our policy" / "But we told you..." / "That never happens"

**Step 3 — Identify the issue**
- Ask: "Can you help me understand exactly what happened?"
- Clarify: is this about the result, the price, the wait, or the experience?

**Step 4 — Offer a resolution**
- Colour/result issue: offer a complimentary adjustment within 7 days
- Price surprise: review the pricing conversation; if our error, honour the lower price
- Wait time: apologise sincerely + offer a small discount on today's service

**Step 5 — Confirm resolution**
- "Does that feel like a fair solution?"
- Document: note client name, date, complaint type, resolution in the booking system

**Step 6 — Follow up (optional but powerful)**
- For serious complaints: manager calls or texts within 24 hours

**Never:** argue, involve other clients, offer refunds without manager approval (over $50)

---

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