Many small businesses operate with no laid down rules and operational procedures. Onboarding a new client, hiring new staff, customer relations, finding new customers. All these activities carried out without a plan will result in very low success rates. Making decisions on a whim can be very risky for your business. It stifles continuity and sustainability of your brand. Your processes cannot be drafted in the minds of two people. It needs to be clearly spelt out and documented.

Thoroughly detailing the steps to drive results from each activity helps you to provide information at every stage to both the client and the team. At each stage, the documented process details what needs to be done such that anyone trained to understand this document can take it up and still get...