By: Dr. Connor Robertson

In many businesses, growth tends to happen unexpectedly. Sometimes a big client is acquired. A team member goes above and beyond. A referral comes from an unexpected source. But then chaos follows. Dr. Connor Robertson believes that growth should be more predictable, repeatable, and systemized. That’s why every business he acquires or advises operates on a foundation of Standard Operating Procedures (SOPs) — not just for day-to-day operations, but for marketing, sales, and customer retention as well. He doesn’t view SOPs as bureaucratic obstacles. Instead, he sees them as essential frameworks for scaling. Without clear documentation, delegation becomes difficult. Without delegation, growth is constrained. And without solid systems, you may find yourself caught in a cycle of constant, reactive problem-solving. Dr. Connor Robertson’s SOP playbook is lean, clear, and designed specifically for small businesses, as opposed to large, complex corporate procedures that aren’t relevant for many companies.

Why SOPs Matter (Even for Small Teams)

Many business owners may think SOPs are necessary only for large corporations. Dr. Connor Robertson takes a different approach. He believes that clear procedures become even more critical in smaller teams. His SOPs serve four core purposes:

• Clarity – Everyone knows what “done right” looks like.
• Training – New hires can integrate more quickly and with fewer risks.
• Consistency – The customer experience stays consistent, even as the team grows.
• Freedom – The owner can step back from daily tasks without compromising operations.
  

He views SOPs as protection for quality, time, and brand integrity, especially as the business expands.

What Gets Systemized in the SOP Playbook

Dr. Connor Robertson’s SOPs aren’t limited to back-office tasks. He focuses on critical functions that drive growth:

1. Marketing SOPs

These SOPs streamline how leads are generated and nurtured:

• Weekly content calendar process (social media, email, blog posts)
• Review and referral request workflows
• Google Business Profile updates
• Lead form creation and CRM tagging
• Running and pausing paid ad campaigns

Each SOP is clear and actionable:

• Who owns the task

• Tools used (e.g., Go High Level, Canva, Google Sheets)

• Time estimates

• Quality check process

With these SOPs in place, the business can generate leads effectively, regardless of team changes or absences.

2. Sales SOPs

Dr. Connor Robertson establishes sales processes that help to reduce guesswork and improve conversion rates:

• Inbound lead handling script
• Quote or proposal process (steps + templates)
• Follow-up cadence SOP (text, call, email sequence over specific days)
• Upsell and cross-sell strategies
• New customer onboarding and handoff script

These processes help transform “hope-based selling” into structured, measurable sales pipelines. Dr. Robertson doesn’t just track deals — he documents how each deal progresses from inquiry to a closed sale.

3. Service and Fulfillment SOPs

While operational SOPs are fairly common, Dr. Connor Robertson makes them customer-centric:

• Job prep checklist
• In-field service protocol
• Customer communication standards
• On-site quality assurance
• Post-service review request script

Every technician or service provider follows the same high-quality experience standards, regardless of who is scheduled for the job.

4. Retention and Rebooking SOPs

Growth isn’t just about acquiring new customers; it’s about nurturing repeat revenue. These SOPs ensure no customer is forgotten:

• Annual/quarterly rebooking reminders
• Win-back sequence for lapsed clients
• Membership renewal reminders
• Customer milestone celebration emails
• Review response protocol (positive and negative)

By treating retention as a system, not a coincidence, Dr. Robertson helps businesses keep revenue consistent and growing.

How SOPs Are Written and Stored

Dr. Connor Robertson avoids unnecessary complexity. His SOPs follow a simple format:

• Title: Clear and action-oriented (e.g., “Weekly Google Review Request SOP”)
• Objective: What this SOP aims to accomplish
• Owner: The role responsible for the task
• Tools Needed: Software or links
• Steps: 5–10 bullet points or screenshots
• Time Estimate: So the task can be scheduled
• Frequency: Daily, weekly, monthly, or event-triggered

SOPs are stored in easily accessible, collaborative platforms like:

• Google Drive or Notion for text and links
• Loom videos for visual walkthroughs
• ClickUp or Trello for recurring task reminders

The format is simple, repeatable, and easy for the team to use in their day-to-day work.

SOP Adoption: How Dr. Connor Robertson Gets Team Buy-In

Most SOPs fail not because they’re ineffective, but because they are ignored. Dr. Connor Robertson ensures adoption by:

• Building SOPs with the team, not just handing them down
• Using SOPs in training, not just for emergencies
• Linking SOP completion to team KPIs or incentives
• Reviewing key SOPs in weekly meetings
• Rewarding innovations and improvements to SOPs

The message is clear: Systems aren’t optional; they are fundamental to the business’s success.

Results of a Systemized Growth Operation

When SOPs are consistently used, businesses experience several benefits, including:

• Onboarding new staff in days, not weeks
• Launching new locations or service lines more efficiently
• Reducing errors, complaints, and customer callbacks
• Improving retention and upsells with minimal additional effort
• Allowing owners to delegate tasks and eventually step back from day-to-day operations

Dr. Connor Robertson’s businesses don’t just react to problems; they proactively execute. This is why his companies are able to grow faster while managing less chaos.

Final Thought: If It’s Not Documented, It’s Luck

Every successful business needs talented individuals. But talent without clear systems can lead to burnout. On the other hand, systems without the right talent? They create scalability. Dr. Connor Robertson doesn’t rely on memory, luck, or momentum. He focuses on clarity, structure, and ownership. His SOP playbook is how he takes businesses that are “doing okay” and turns them into businesses that are predictable, profitable, and ready for future growth.

To learn more about how Dr. Connor Robertson builds and deploys scalable SOPs across operations, sales, and marketing, visit www.drconnorrobertson.com.

Disclaimer: The views and strategies shared in this article are based on the experiences and observations of Dr. Connor Robertson and may not be applicable to all businesses. Results may vary depending on factors such as industry, market conditions, and implementation. This content is for informational purposes only and should not be construed as professional advice. We recommend that businesses conduct their own research or consult with relevant experts before implementing any strategies discussed.