Give Your Notes the Structure They're Missing
Here's the same process, answering the phone, written three different ways. See which one you'd actually want a new hire to learn from.
Version one: the untrained guess. A new hire picks up, says something like "hello, thanks for calling," and then improvises based on what feels right in the moment. Maybe they ask who's calling. Maybe they forget to ask, and now nobody knows why the person called or how to reach them back. Nothing was wrong exactly, they just didn't know what they didn't know.
Version two: the rushed bullet list. Someone finally sits down and jots something out. Answer within three rings. Say the business name. Ask how you can help. Take a message if needed. It's better than nothing, but it skips the actual judgment calls, what to do when two lines ring at once, what counts as urgent enough to interrupt someone, what information actually needs to get written down versus what can wait.
Version three: the finished SOP. Same process, but now it includes the trigger (phone rings), the steps in order, who's responsible if the primary person is unavailable, and the actual exceptions, the caller who's upset, the one who won't identify themselves, the call that comes in five minutes before close. A new hire can pick this up on day one and handle a real call correctly, not just a simple one.
You could spend a few hours turning your notes into version three. Or spend 20 minutes on our intake form and let us handle the rest.