Document it once.
Never explain it again.
That's 8.2 hours. 1.7 of them go to repeating answers and updates they've already given.APQC · survey of 982 knowledge workers ↗
Critical steps operating-room teams missed in simulated crises. First from memory, then with a checklist. Experts forget steps too.
NEJM · 2013 ↗of workers say they often find the only way to get what they need is to ask someone or book a meeting.
Atlassian · 2025 ↗of customers try to fix it themselves before they contact anyone.
Harvard Business Review · 2017 ↗Median time a US worker has been with their employer. In hospitality, 2.4. Your procedures should outlast your people.
US Bureau of Labor Statistics · Jan 2026 ↗Write it down once. Keep it right. Put it where people ask.
Do it once. Talk it through. Get the SOP.
- Today
The right way to do the job lives in one head. Usually yours. You've shown it a dozen times, and it came out a little different every time.
- Instead
Hit record. Do the job on screen and talk as you go. About three minutes after you stop, the draft is ready: a title, numbered steps, your words cleaned up. Rather type? Start on a blank page.
- Result
You have a real SOP without writing one. Find the step you skipped. Translate it for the crew who reads Spanish. Publish.
- Screen and voice in, numbered steps out
- Find gaps, tighten the wording, or translate the whole SOP
- Every version kept, so you can see what changed
Average time from stop to a drafted SOP, on our own recordings.Our own runs
The “quick question” calls stop.
- Today
7am. Marco, your new tech, is on a job. You're not. He's never rekeyed this lock, so he calls you.
- Instead
He opens the library and types “rekey.” He gets the steps and the walkthrough video. Or he asks in plain words and gets an answer that links to the SOP it came from. He sees only what his team is allowed to see.
- Result
He does it right the first time. You hear about it when it's done.
- Search every step of every SOP, or just ask
- Add a walkthrough video to any SOP. Record one, or paste a YouTube link
- Teams: your techs see field SOPs, not your pricing
Even at a firm of 1–9 people, a new hire from your own industry takes about 12 weeks to get up to full speed.Oxford Economics · 2014 · UK survey ↗
We built the thing we kept wishing we had.
We ran operations before we built this. We wrote the same instructions over and over, then again for every new hire. Every feature on this page fixes a job we once did the hard way.
Your customers fix it themselves.
- Today
A customer's lock sticks at 9pm. They check your website and find nothing. So they call you, or they wait and get angry.
- Instead
Switch the SOP to Public. It goes up on your help page with search, the steps, and the video on top. Everything internal stays internal.
- Result
They fix it that night. In the morning you see their “Yes” on “Was this helpful?”
- A help page with search. No login for customers
- Make one SOP public, or a whole collection
- Every public page asks “Was this helpful?”
When self-service fails, the top reason is simple: the customer couldn't find anything on their problem. That's 43% of failures.Gartner · 2024 · 5,728 customers ↗
ChatGPT and Claude answer from your SOPs.
- Today
Your crew already asks ChatGPT how to do things. It doesn't know your process. So it guesses, and it sounds sure.
- Instead
Connect Claude, ChatGPT, or Perplexity to your library. Sign in once. No keys to copy. Now it searches your SOPs and links each answer to the one it came from.
- Result
Marco, up a ladder, gets your steps instead of a forum post from 2014. Editors can dictate a new SOP in chat and check it before it goes live.
- Sign in once. No API keys to copy
- Only your company's SOPs. Revoke access anytime
- Building your own bot? The same SOPs come through our API
of people who use AI at work have relied on its output without checking it. That's why every answer shows its source.KPMG & University of Melbourne · 2025 ↗
Decode the current key, set the pins to the new bitting per the SC1 chart, then test the new key before reassembling the cylinder.
Source Rekey a Schlage SC1 cylinder ↗
For the answer that doesn't need a whole SOP.
- Today
A client asks how to export their report. Typing it out takes twenty minutes. A call takes thirty.
- Instead
Record 90 seconds of your screen and voice. You get a transcript beside the video, and AI can tidy it for you. Share it with your team, with a few invited emails, or with anyone who has the link.
- Result
They watch it when it suits them. No account needed. You see the views and the replays.
- Automatic transcript, tidied by AI
- Share with your team, invited emails, or a public link
- Views, replays, and team comments
a week. That's how long knowledge workers spend repeating answers and updates they've already given.APQC · 982 knowledge workers ↗
Followers are rented. Your list is yours.
- Today
You post: “Comment GUIDE and I'll send it to you.” ManyChat DMs the link to everyone who comments. They read it, and you never learn who they were. The algorithm decides who sees your next post.
- Instead
Point that DM at an SOP on your help page, or at a Quick Flow, and switch on email capture. Readers give their first name and email, then read on. Every lead goes into your list.
- Result
Each comment becomes a name and an email address you own. When you launch something, you email them. No algorithm decides who hears about it.
- First name and email before the page opens. You pick the pages
- One sign-up opens every gated SOP on your help page
- Download your leads as a CSV, or send each one to your email tool by webhook
- Bots and throwaway addresses are filtered out
of creators say it's harder to reach their own followers today than it was five years ago.Patreon & NewtonX · 2025 · 1,007 US creators ↗
northgate.locks Just moved in? Comment GUIDE and I'll DM you our 4-step guide to rekeying your locks.
Here you go, Jess. The full rekey guide, with the video:
flowformance.com/northgate/rekey-schlage-sc1 ↗
It tells you when an SOP goes stale.
- Today
Your price changed in March. The SOP didn't. Now your crew, your help page, and ChatGPT all quote the old one.
- Instead
Set how long an SOP can go untouched before it's flagged. Every Monday, your editors get one email with what's due. Confirm a page is still right with one click, or fix it.
- Result
Everyone gets today's answer. And “Was this helpful?” shows which public page confuses people, so you fix that one first.
- A review window you set, in days
- One Monday email with everything that's due
- See which pages help and which confuse people
You own what your AI says. Air Canada's chatbot gave a customer a refund rule that contradicted the airline's own policy page. A tribunal made the airline pay.Moffatt v. Air Canada · 2024 BCCRT 149 ↗
$199 a month covers your whole team. Do the math. Repeating yourself 1.7 hours a week adds up to about 7 hours a month. At $50 an hour, that's $350. For one person.Our math, using APQC's 1.7 hours a week
Your SOPs are plain text files. Bring the ones you have. Take every one with you, any time.
For freelancers and solo operators. Every feature, for just you.
- 1 person
- Every feature listed below
- Move to Production when you hire. Your docs come with you.
Card required. $0 today.
One price for your whole team. For a team of 10, that's $19.90 a person.
- Unlimited people
- Teams, with access by collection
- Every feature listed below
Card required. $0 today. Cancel anytime.
Your own install, on your own domain. Run separately from every other customer.
- Everything in Production
- A separate install with its own database and storage
- Hosted on your domain
- Contract terms and invoicing
Send us a note and we'll set up a call.
- Record → AI-drafted SOPs
- Help page for customers
- Email capture on public pages
- Search and Ask, with sources
- Works with Claude, ChatGPT, and Perplexity
- Quick Flows with transcripts
- Translation
- Import and export
- Agent API
- Do I need a card?
- Yes. You pay $0 for 7 days. Cancel before then and you're never charged.
- Is it per seat?
- No. Production is one price for your whole team, however many people that is. Solo is for one person, and you can move to Production the day you hire.
- Is there a contract?
- Not for Solo or Production. You pay monthly and can cancel anytime. Enterprise plans run on a contract.
- What happens to my SOPs if I leave?
- Export them all as plain files, any time up to your last day. After that we hold them for 60 days in case you come back, then delete them for good.
jess.m GUIDE