SOP Template Library

Calendar & meeting coordination

Purpose: Book meetings accurately across timezones, protect focus blocks, and ensure every meeting has purpose, attendees, and follow-up.

Scope: External and internal scheduling for [client / team]. Excludes personal medical appointments unless explicitly in scope.

1. Ownership & systems

• Owner: [Name] · Backup: [Name]
• Calendar system: [Google Calendar / Outlook]
• Scheduling link (if used): [Calendly / SavvyCal URL] — only for approved meeting types
• Default meeting length: [25 / 50 minutes] to create buffers
• Working hours to honor: [e.g. Tue–Thu focus blocks 9–12 local — do not book]

2. Intake checklist (before proposing times)

1. Confirm purpose in one sentence (decision, review, intro, status).
2. Confirm required attendees vs optional.
3. Confirm each person’s timezone (write it down; do not assume).
4. Confirm duration, video vs phone, and any prep docs needed.
5. Check blackout dates (launches, travel, religious holidays the client observes).

3. Scheduling procedure

1. Offer 2–3 concrete options, each labeled with timezone abbreviations for every party (e.g. “Tue 10:00 AM PT / 1:00 PM ET”).
2. Prefer times inside everyone’s published working hours; if impossible, flag the compromise in the invite notes.
3. On confirmation, create the calendar event with:
   • Clear title: [Topic] — [Client/Project]
   • Video link + dial-in backup if available
   • Agenda bullets or link to agenda doc
   • Attachments or links to pre-read (if any)
   • Reminders: [e.g. 24h and 30 min]
4. Send a short confirmation email restating date, time with zones, duration, and purpose.
5. If the meeting is decision-oriented, add “Desired outcome: [X]” in the description.

4. Changes, cancels, no-shows

• Reschedule: Cancel old invite (don’t leave orphans), send new options within [4 business hours].
• Cancel: Notify all attendees with reason category (client request / conflict / no longer needed) — no blame language.
• No-show: Wait [10 minutes], message attendees, offer two new slots the same day if urgent.

5. After the meeting

1. Within [same business day], capture: decisions, owners, due dates, open questions.
2. Store notes in [CRM / shared doc] and link from the calendar event if useful.
3. Send a brief recap only if the client wants written confirmation (agree this in onboarding).

Social media scheduling batch

Purpose: Maintain a consistent posting rhythm with approved content, correct branding, and a clear audit trail — without daily last-minute scrambling.

Scope: Organic posts for [list platforms]. Paid ads and community moderation may follow separate SOPs.

1. Ownership & inputs

• Owner: [Name] · Approver: [Client / marketing lead]
• Source of truth: [Content calendar URL]
• Brand assets: [Drive folder], fonts, logo variants, banned claims list
• Tools: [Canva / CapCut], [Buffer / Meta Business Suite / LinkedIn native]
• Batch cadence: [e.g. every Thursday for the following Mon–Sun]

2. Weekly batch workflow

1. Pull the plan: themes, offers, deadlines, and any compliance constraints for the week.
2. Draft in a batch: write copy + note visual direction for [N] posts. Keep platform limits in mind (character counts, hashtag rules).
3. Brand check: tone, spelling of product names, correct links UTM if required, image size per platform.
4. Approval: send a single review pack (screenshot or draft links). Do not schedule until written approval is logged ([email / comment / checkbox]).
5. Schedule: enter final copy and assets; double-check date, time zone of the scheduler, and link redirects.
6. Verify: confirm each post appears as “scheduled” in the tool; save confirmation (screenshot or export) in [folder].
7. Engagement window (if in scope): [e.g. 15 minutes after publish] for replies using approved voice — escalate complaints per SOP 09.

3. Content quality checklist

• Link works on mobile
• No unapproved pricing, guarantees, or medical/legal claims
• Image is not stretched; text on image is readable
• Alt text added if client requires accessibility
• Correct account / page (never post to personal by mistake)

4. Failures & rollbacks

Invoice processing & payment log

Purpose: Capture every inbound invoice and outbound payment obligation with clear status, due dates, and evidence — so nothing is paid twice or missed.

Scope: Accounts payable support and/or tracking of client receivables as defined in your Role Brief. You do not move money unless explicitly authorized in writing.

1. Ownership & tools

• Owner: [Name] · Approver for payment: [Client name]
• Tracker: [Sheet / QuickBooks / Xero] with columns: Date received, Vendor, Invoice #, Amount, Currency, Due date, Status, Paid date, Confirmation ref, Notes
• File store: [Drive path] — one folder per vendor or per month
• Naming: YYYY-MM-DD_Vendor_InvoiceNumber_Amount

2. When an invoice arrives

1. Save the PDF/original to the correct folder using the naming standard (SOP 08).
2. Log a new tracker row the same day — even if approval will wait.
3. Validate basics: vendor name matches known list, invoice number not duplicate, math totals, currency, due date present.
4. If anything looks off (new vendor, rounded “urgent pay now,” mismatched bank details), do not process — escalate with the PDF attached.
5. Send to approver with a one-line summary: vendor, amount, due date, and “OK to pay? yes/no”.

3. After approval / payment

1. When client confirms paid, mark status Paid, enter paid date and confirmation reference.
2. Attach or link payment proof next to the invoice file.
3. If partial payment, note remaining balance and new due date.

4. Cadence reviews

• Daily: log new invoices same day received.
• Twice weekly: list items due within [5] business days; nudge approver.
• Weekly: send outstanding summary if required by client (vendor, amount, age, status).

Weekly status report

Purpose: Give the client a scannable weekly picture of progress, risk, and decisions needed — without a meeting.

Scope: Written status for [project / retainer]. Not a substitute for urgent escalation (SOP 09).

1. Cadence & distribution

• Owner: [Name]
• Send by: [e.g. Friday 3:00 PM client time]
• To / CC: [list]
• Channel: [Email / Slack / portal]
• Subject line: Weekly status — [Client or Project] — Week of [DATE]

2. Report structure (keep under ~1 page)

1. Wins this week — max 3 bullets; outcomes, not activity (“Closed 12 tickets” beats “Worked on tickets”).
2. In progress — item, owner, expected date.
3. Blocked / needs decision — one line each: what you need, by when, impact if late.
4. Next week priorities — top 3 only.
5. Metrics (only if tracked weekly): [leads, response time, posts shipped, invoices cleared, etc.].
6. Risks (optional): honest, early, no drama.

3. Preparation workflow

1. Block [30–45 minutes] on your calendar before the send deadline.
2. Pull data from task board, CRM, inbox Waiting list, and calendar — not from memory alone.
3. Draft in a doc; cut anything that doesn’t help the client decide or feel oriented.
4. Proof names, dates, and numbers once.
5. Send on time even if some metrics are “pending” — note what’s pending rather than delaying the whole report.

4. Quality bar

• Readable on a phone
• No surprise major risks that should have been escalated mid-week
• Every “blocked” item has a clear ask

CRM / pipeline hygiene

Purpose: Keep CRM data accurate enough that pipeline reports can drive decisions — stages, owners, next steps, and activity dates reflect reality.

Scope: [HubSpot / Salesforce / GoHighLevel / Sheet]. Applies to leads/deals in your care, not global admin unless assigned.

1. Definitions (align with client once)

2. Daily hygiene (end of day or after outreach blocks)

1. Update stage for any deal that actually moved.
2. Write a brief last-touch note: what happened + next step + date.
3. Fill required fields: [owner, source, phone/email, amount if known].
4. Close or disqualify deals that are truly dead — with a reason code if the CRM supports it.
5. Merge or flag duplicates; only merge after confirming they are the same person/company.

3. Weekly hygiene

1. Filter stale deals; either book a next step or mark closed-lost with reason.
2. Spot-check 5 random records for missing data.
3. Export or screenshot pipeline summary for the weekly status if required.

4. Quality bar

• No open deal without a next step date
• No “mystery” owners
• Notes are factual (no venting in CRM)

Client onboarding — Day 1 checklist

Purpose: Start the engagement with access, clarity, and trust — so week one produces orientation, not chaos.

Scope: Your first days with a new client after contract/start date is confirmed. Complements any AVS Getting-Started materials.

1. Before Day 1 (T−3 to T−1)

1. Confirm start date, hours, timezone overlap, and primary channel (email / Slack / Teams).
2. Request access list in writing: email, calendar, CRM, project tool, files, social, finance tools as relevant.
3. Confirm how passwords are shared ([1Password / client vault] — not plain email if avoidable).
4. Ask for existing SOPs, brand guide, VIP list, and “please never do X” list.
5. Prepare your own environment: quiet workspace, backup internet plan, updated apps.

2. Day 1 morning

1. Test every critical login within the first [60–90 minutes].
2. Log access issues in one list; send to client with priority order (blockers first).
3. Read brand/SOP pack; note questions in one doc (don’t scatter questions across 12 messages).
4. Send a short “I’m online and here’s my status” note: what works, what’s blocked, what you’ll do today.

3. Day 1 afternoon

1. Agree top 3 priorities for week one in writing.
2. Confirm response SLAs and escalation contact (SOP 09).
3. Confirm reporting cadence (SOP 05) and tools of record (CRM, task board).
4. Schedule a brief end-of-week check-in if the client wants one.

4. Day 1 quality bar

• You can reach the client on the primary channel
• Blockers are visible, not hidden
• Week-one priorities are written and shared

Document & file naming standard

Purpose: Make files findable by anyone on the account without asking you — and prevent “final_final_v7” chaos.

Scope: Shared drives and document links you create or maintain for the client.

1. Standard naming pattern

• Default: YYYY-MM-DD_ProjectOrClient_Description_v01
• Use leading zeros in versions: v01, v02…
• Prefer underscores or hyphens; avoid special characters: # % & ?
• Dates always ISO order (year-month-day) so files sort correctly

2. Folder logic (adapt to client)

1. /Clients/[ClientName]/ as root when multi-client
2. Inside: 01_Admin, 02_Delivery, 03_Finance, 99_Archive (example)
3. Current working files stay in delivery folders; superseded files move to Archive with the same base name

3. Procedure when creating or receiving files

1. Rename on download if the source name is messy — before filing.
2. Store in the correct folder before sharing links.
3. Share with least privilege (view vs edit) per client policy.
4. When a file is replaced, update any SOP, task, or CRM note that pointed to the old link.
5. For final deliverables, add _FINAL only after client approval — and stop editing that file; further changes become a new version.

4. Quality bar

• A teammate can find last week’s report in under 2 minutes
• No duplicate “same content different name” in the active folder

Escalation & urgent requests

Purpose: Respond fast to true urgencies while protecting the day from false emergencies — with clear paths and calm communication.

Scope: Anything labeled urgent by the client, or anything that meets the criteria below even if not labeled.

1. What counts as urgent

2. Response standard

• Acknowledge within [15–30 minutes] during agreed work hours (even if only “seen — working on it”).
• State next action and ETA for an update (not always full resolution).
• If outside your authority, escalate to [name / channel] with a brief: situation, impact, what you’ve tried, ask.

3. Procedure

1. Pause non-urgent work if the issue is truly urgent.
2. Acknowledge on the same channel the request arrived (don’t force a channel switch mid-crisis).
3. Stabilize: stop the bleeding (unpublish, freeze send, disable wrong automation) if you have permission.
4. Document timeline of actions in a shared note.
5. After resolution: short post-mortem — what happened, fix, prevention — within [1 business day] if impact was material.

4. Boundary script (false urgency)

End-of-week closeout

Purpose: Close the week so Monday starts with clarity — for you, your backup, and the client.

Scope: Last structured work block of the week ([e.g. Friday]).

1. Time & ownership

• Owner: [Name]
• Block: [e.g. Friday 2:00–3:00 PM client time] — recurring calendar event

2. Closeout checklist

1. Inbox: Run a final triage pass (SOP 01). No unsorted pile left for Monday.
2. Tasks: Mark done; move unfinished items with realistic dates; flag blocked items.
3. CRM: Quick hygiene on deals you touched (SOP 06).
4. Calendar: Confirm next week’s critical meetings have agendas and links (SOP 02).
5. Status: Send weekly report if due (SOP 05).
6. Finance: Check invoices due over the weekend / Monday (SOP 04).
7. Monday top 3: Write the first three actions at the top of your task list or a sticky note in the project tool.
8. Handoff note (if backup covers weekend/Monday): one paragraph on live risks only.

3. Quality bar

• A teammate could read your board and understand state of play without calling you
• No silent landmines (known overdue invoice, unconfirmed Monday meeting, unanswered VIP)