When we started building video tools at Clueso, we spent countless hours talking with teams diving deep into their day-to-day operations and workflows. And one pattern kept emerging: everyone struggled with Standard Operating Procedures (SOPs). Teams would tell us how their carefully crafted procedures often ended up as dusty PDFs no one read, or worse, became bureaucratic roadblocks that slowed everything down.
This hit close to home.
As our own company grew from three founders in an Engineering School dorm room to a full-fledged team, we struggled with our own internal SOPs. But we had an edge: we were learning directly from our customers’ experiences about what worked and what didn't when it comes to creating and documenting processes.
In this article, I'll share insights from both sides - our journey creating SOPs for our growing team and the collective wisdom from teams who shared their workflows with us. You'll learn practical approaches to create SOPs that teams actually use, explore real-world templates for inspiration, and discover common pitfalls to avoid.
Let’s rethink Standard Operating Procedures (SOPs) for a second.
Typically, SOPs are treated as static checklists or detailed manuals - something teams feel obligated to create but rarely reference. But what if SOPs functioned less like checklists and more like Rules of Engagement?
I chanced upon Lee Colan’s insightful piece on Rules of Engagement, where he explains how high-performing teams aren’t driven by rigid processes alone. Instead, they thrive by following clearly articulated guidelines for how team members should interact, align on goals, make decisions, and hold one another accountable.
In other words, these rules of engagement outline the behaviors, values, and practices that guide daily interactions and workflows.
These rules typically include:
When SOPs are approached this way - as living guidelines rather than static step-lists - they emphasize the human element of processes - how team members work together, align on objectives, and hold each other accountable - making SOPs more relevant and practical for daily operations.
Let’s look at how this contrasts with the typical way teams handle SOPs (and why the traditional approach often fails).
Typical SOP Pitfall:
When an SOP doesn’t spell out what the goal is (and why it matters), you end up with a disjointed checklist. Teams are left wondering, “Okay, but what are we actually trying to achieve here?” If the SOP is just a bunch of steps with no purpose, it’s easy to ignore - or worse, misinterpret.
Rules of Engagement Approach:
Typical SOP Pitfall:
Some SOPs look like mini-novels: Title Page, Table of Contents, Scope, Privacy, Warnings, References… the works. It’s all important stuff, but if it’s not curated properly, readers drown in details. As a result, they skip it or do the “TL;DR” version that may cause even more confusion.
Rules of Engagement Approach:
Typical SOP Pitfall:
SOPs aren’t “write once and forget.” Many organizations treat SOPs like an unalterable gospel - even when tools, people, or processes evolve. If no one is assigned to keep SOPs current, they become outdated. Before long, what started as a helpful resource morphs into a source of misinformation.
Rules of Engagement Approach:
Typical SOP Pitfall:
Certain processes are easier to convey in text, others in video. If you stick to text for a visually complex workflow (like setting up a marketing automation tool), employees might waste hours figuring out which buttons to click. Conversely, if you create a 30-minute video for a process that’s basically five bullet points, you might overcomplicate it.
Rules of Engagement Approach:
Big Challenge: Creating and updating these SOPs can be time-consuming, especially if you’re new to writing or editing.
That’s why Clueso automates the hard parts. Record your screen while talking through the steps, upload the raw screencast, and let our platform do its magic:
All in minutes - not days. You get best of both worlds with zero extra editing.
Whether you're documenting how to process refunds, handle customer escalations, configure software settings - SOPs are important across all business functions. Let's explore the most common scenarios where teams rely on SOPs, showing you what typically goes sideways and how to fix it. For each template, we'll break down:
Below, you'll find a quick overview of common challenges we've seen across hundreds of organizations - along with recommended fixes. We've followed this up with explanations and templates below:
What This SOP Needs to Accomplish:
Typical Problems Teams Face:
I’ve done over 120 sales calls in the last 30 days, and here’s the tried-and-true process that works for me.
Sales Calls SOP Template We Use at Clueso
Why It Works
What this SOP needs to accomplish:
Typical problems teams face:
Onboarding SOP template
Check out this onboarding video template we created on Clueso:
Why It Works
What This SOP Needs to Accomplish:
Typical Problems Teams Face:
Ticket Handling SOP Template:
Why It Works:
Ready to see if your SOP templates pass muster? Here’s a quick test:
If you can check off most of these, you’re on your way to an SOP that’s truly helpful, not just another doc in the company attic.
I’ve now shared with you everything we’ve learnt about creating SOPs. Whether you're starting from scratch or fine-tuning existing procedures, each section above should (hopefully!) give you the right building blocks.
Need to focus on a specific area? Just scroll back up to the relevant template. Remember - the best teams don’t just work well - they work well together. And having clear, usable SOPs puts you ahead of 90% of organizations.
That's why growing teams love using Clueso to build and maintain their SOPs.
Clueso lets you create both text and video SOPs from raw recordings - complete with AI voiceovers, zoom-ins, transitions, and custom branding - in a matter of minutes. That means you can focus on writing an SOP that explains why each step matters, not wrestling with editing software.
Ready to give your team SOPs that actually make their jobs easier?
Start your free trial now and see how Clueso can integrate into your workflow in under 15 minutes.
Strike a balance. Include all critical steps, but don’t bury them in unnecessary details. A concise, actionable list that explains why each step is essential will keep your team engaged—and more likely to follow it.
It depends on the complexity of the process. If it’s highly visual (like configuring software or demonstrating a technique), video can be more effective. For straightforward tasks (e.g., requesting PTO), a short text-based checklist usually suffices.
A good rule of thumb is to review them every quarter or after a major change—such as new tools, shifts in team structure, or updated regulations. Regular reviews ensure your SOPs stay accurate and relevant.
Use a RACI framework (Responsible, Accountable, Consulted, Informed) to designate ownership. Typically, the person or team most familiar with the process is responsible for updates, while a manager or lead is accountable for final approval.
Embed SOP references into daily workflows—link them in Slack, pin them in relevant channels, and show how they solve real problems. When teams see immediate benefits (like fewer errors or quicker onboarding), they’re more likely to adopt and maintain SOPs.
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