Team Processes and Reporting

Purpose

A description of how to create and file an SOP properly to ensure consistency across all team SOPs. Main owner: Kyle Graham (Manager); relevant players: full team.

What You Need

• SOP Template: SOP Template (Google Doc)

• Access to the SOP Playbook entry form: SOP Playbook Entry Form (Airtable)

• Access to Loom

Step-by-Step

1. Open the SOP template in Google Docs: SOP Template.

2. Click File > Make a copy, and name your copy the same name as your SOP.

• Under the word “Folder”, click the button to select where you would like it stored.

• In the popup, find the folder you want. All SOPs are stored in the “SOP Folder” in Google Drive. Click the arrow to open the folder and see its subfolders. Once you find the most relevant subfolder, click Select. If there isn’t a relevant subfolder, consult with Kyle to find the best possible solution.

3. Fill out the top of the SOP form:

1. Name of the SOP: Add the name of the SOP.

2. Main Owner & Relevant Players: Add the owner (who is responsible for maintaining it), and the teams it applies to (e.g. Marketing, HR, Sales).

3. Created by: You and your role in brackets (e.g. Kyle Graham [Manager]).

4. Last Updated: Add today's date.

5. Brief Description: Briefly mention what the SOP is, and why it matters.

6. Assets needed: Add any access or documents needed to complete the task.

7. Loom Video: If needed or helpful, shoot a Loom of the process and link it here. Plan out your video beforehand so there is no down time in the video. Try to keep the recording to 3-5 minutes or less when possible.

4. Completing the Step by Step walkthrough: Go through your process and list each step of the process in an orderly fashion using a numbered list, and document it on the SOP. As a rule of thumb, anything that requires a click of the mouse or an entry should be listed. Add screenshots to your instructions when helpful.

5. Once you have listed all of the steps, go back through each step and picture yourself as having never done this task before. Add any steps that are missing.

6. If specific actions in this task could be explained better visually, shoot a Loom video of the entire process according to our Loom Video SOP (link not yet added in the original doc; it reads “Insert link to Loom SOP”). Make sure to plan out the video by knowing what you are going to say and have all needed tabs open to avoid down time. Try to keep videos 5 minutes or less when possible.

7. When the Loom video is finished, click the link button next to “Share” at the top left of the screen to copy the link (see screenshot in the original doc). Paste the link in the “Loom Video” section at the top of the SOP.

8. Once the SOP is complete, enter it in the SOP Playbook: SOP Playbook.

9. Click the + icon to add a new row.

10. Hover over the new row name, and click expand to make entry easier.

11. Fill out the entry form by completing the questions as follows:

1. SOP Name: Add the same name you called the SOP.

2. Department: Automatically sets to Customer Service.

3. Category: Pick the most relevant from the dropdown. If there isn’t a relevant category, let Kyle know.

4. Status: Leave it as Draft until the manager approves.

5. Owner: Add the owner who is responsible for performing this task and updating the SOP.

6. Link to SOP (Doc): In your SOP Google Doc, go to Share in the top right corner. You will get a popup (see screenshot in the original doc). Under General access, select “Anyone with the link” in the dropdown, and to the right of that select “Viewer” in the dropdown (see screenshot in the original doc). Now click “Copy link” in the bottom left corner, and paste it in the “Link to SOP (Doc)” box on the entry form.

7. Link (Loom Video): Paste the Loom video link from step 7 in this box.

8. Last Updated: Add today's date.

9. Occurrence: Select the frequency of this task in the dropdown.

10. Requirements: List the tools or applications required to complete this task in the dropdown. If any tools are missing, let Kyle know.

11. Useful Files: Optional. Attach any files that may be helpful, such as the screenshots you took for the SOP.

12. Notes: Optional, if you want to leave a note.

13. Tasks: Link to any relevant tasks that were mentioned on the Tasks tab, if there are any.

14. Improvement Ideas: Link to any related improvement ideas mentioned in the Improvement Ideas tab, if there are any.

15. Common CS Issues: Link to any common customer service issues, if there are any.

12. The creator or main performer of this SOP task will be the owner of this SOP. Every 12 months they will receive a notification to check over the SOP for changes. Once they have verified that it is up to date, they need to update the “Last Updated” column of the SOP Playbook to today's date.

Purpose

How to enter common tasks related to our roles in our tracking sheet (the Task Tracking tab of the SOP Playbook). This is not for one-off tasks. This is for recurring tasks that we can work to optimize.

What You Need

• Airtable SOP Playbook: SOP Playbook (Airtable)

Step-by-Step

1. Open the SOP Playbook.

2. At the top, click the “Task Tracking” tab.

3. Click the + icon on the left side of the columns to add a new row.

4. To make entry easier, click within the row and hover over the name column. You will see an expand button. Click this to enter form mode.

5. Enter your task as follows:

1. Task name: Make a name for your task.

2. Date Entered: Make sure it is today's date.

3. Owner: Select your name from the drop-down menu.

4. Description: Make a brief description of your task and what it involves.

5. Estimated Time Per Day: On the days you complete this task, enter the estimated time you spend on it for that day.

6. Frequency: Select from the drop-down how often you complete this task.

7. Impact: Give an estimate of how important this task is, with 1 being the lowest and 5 being the highest importance.

8. Simplicity: Rate how simple this task is, with 1 being very simple, and 5 being difficult or tedious.

9. Priority: You can ignore this field; it is an automated formula.

10. Related SOP: You can ignore this field for now. We will attach it to an SOP when we create one.

11. Pain points/Notes: You can optionally list here any notes, or key reasons why this task is a pain point or bottleneck. For example:

• I sometimes spend so much time on this task that I can’t finish my other tasks.

• I frequently get delayed at this task because I am waiting on person X for asset Y.

Purpose

How to enter common CS issues in our tracking sheet (the Common CS Issues tab of the SOP Playbook). This is not for one-off issues. A rule of thumb: if you are seeing customers email us about the same thing a few times a month (such as common shipping problems), enter it.

What You Need

• Airtable SOP Playbook: SOP Playbook (Airtable)

Step-by-Step

1. Open the SOP Playbook.

2. Click the “Common CS Issues” tab at the top of the sheet.

3. Click the + icon on the left side of the columns to add a new row.

4. To make entry easier, click within the row and hover over the name column. You will see an expand button. Click this to enter form mode.

5. Enter your issue as follows:

1. Issue name: Make a name for the issue you are seeing that others could recognize.

2. Date Entered: Make sure it is today's date.

3. Entered By: Select your name from the drop-down menu.

4. Description: Make a brief description of the issue.

5. Times it has come up: Estimate how many times you have seen this same question or issue come up.

6. Paste Ticket Links: Paste the Freshdesk ticket links for reference if available.

7. Proposed Canned Response (optional): If you have crafted a response to this email, paste it here so we can evaluate it as a team and potentially save it.

8. Resolution notes (optional): Add any notes about the resolution or how the customer responded to your response.

9. SOP: You can ignore this for now; we will attach an SOP if one is created.

10. Attachments: Optional, if you have any relevant attachments.

Purpose

How to enter improvement ideas in our tracking sheet (the Improvement Ideas tab of the SOP Playbook). If you see a pain point in our systems, or have an idea to improve efficiency or customer satisfaction, enter it on this sheet so that we can review it on our team call.

What You Need

• Airtable SOP Playbook: SOP Playbook (Airtable)

Step-by-Step

1. Open the SOP Playbook.

2. Click the “Improvement Ideas” tab at the top of the sheet.

3. Click the + icon on the left side of the columns to add a new row.

4. To make entry easier, click within the row and hover over the name column. You will see an expand button. Click this to enter form mode.

5. Enter your idea as follows:

1. Improvement Idea Name: Give it a name.

2. Date Entered: Make sure it is today's date.

3. Entered By: Select your name from the drop-down menu.

4. Description: Briefly describe your idea, why it matters, and how it helps.

5. Related SOP: You can ignore this for now. We will attach an SOP if needed later.

6. Estimated impact: Pick from the dropdown how much impact you think this improvement will have.

7. Status: Will default to Pending.

Purpose

Use this when a customer reports they had some sort of reaction to a product, including hives, heart palpitations, or upset stomach.

What You Need

• Google Sheet: New Tracker Live Anabolic

• Severe reaction form: Adverse Reaction Template (Make Copy)

• Reporting site: HHS Safety Reporting Portal

Step-by-Step

1. If a customer reports a reaction, no matter how minor, we should document it. On our refunds and returns sheet (New Tracker Live Anabolic), scroll to the right and add additional tracking fields such as phone number, address, reaction type, the supplement, and any other medications they were taking, if they will give them to you.

2. If the reaction is severe enough for them to require medical treatment, see if they can have their provider fill out this form for reporting to the FDA: Adverse Reaction Template.

3. If they won’t fill out the form above, make sure to still add the additional info to our returns tracking sheet.

4. If it was a severe reaction, or if they needed medical attention, report it on the HHS Safety Reporting Portal. Request management approval before sending.