SOPs exist to ensure consistency in your operations. They are not meant to be constraints; rather, they act as guardrails. In a business where results vary by site and season, shared standards help ensure consistent outcomes.
Well-written SOPs reduce dependency on individual heroics. In a perfect world, they keep micro-managers in check. They ensure that quality doesn’t hinge on who happens to be working that day. Importantly, SOPs are not meant to replace judgment; they support it by handling the predictable so people can focus on the nuanced. It’s still on you and your team to exercise critical and creative thinking, and to solve problems swiftly.
If performance varies significantly across team members or properties, first check whether expectations are documented and communicated, or whether they are assumed.
Tip: Property Management has its share of gray areas; SOPs are meant to keep you on the right track.
Tomorrow’s tip: How to Keep SOPs From Becoming Shelfware.
— Mike Brewer