Most agency owners know they need Standard Operating Procedures (SOPs), but very few know how to make them stick. In this episode, Nick and Win explain why so many agencies spend countless hours documenting processes only to watch their team ignore them completely. The problem isn't the SOPs themselves, it's how they're created, rolled out, and supported through training.

Rather than treating SOPs as documents that get handed down from leadership, Nick argues they should be built from the ground up by the people actually doing the work. By involving subject matter experts, gathering team feedback, and turning every SOP rollout into a training opportunity, agencies create buy-in instead of resistance. The result is documentation that people actually use because they helped build it.

The episode also introduces a framework that most agencies skip entirely: Permission Sets → RACI → SOPs. Before documenting a process, leaders first need to define who can make decisions, who owns each responsibility, and how accountability flows through the organization. Only then do SOPs become valuable training tools instead of forgotten documents. With AI becoming a larger part of agency operations, this documentation is no longer just about onboarding employees, it's the foundation for training AI systems as well.

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