Processes don’t have to be complicated — done well, they save time, reduce mistakes, improve customer experience and make it possible to grow a business beyond the owner.
Processes by stage of business growth
1) Starting out (sole trader / new business)
- Build simple repeatable habits. A basic process for handling new contacts and enquiries can save hours and improve follow-up.
- Example: store new networking contacts in a CRM so they live in one place. HubSpot is a free, quick-to-set-up option for some businesses.
- Send emails from the CRM to keep a record of conversations and make follow-ups easier.
- Create a weekly routine: block time (e.g., 3pm on a Friday) to add contacts from the week, send follow-up emails, connect on LinkedIn, and arrange 1:1s. Review older leads and keep relationships warm.
- Over time, you can extend this into monthly newsletters or simple automations to stay in touch after a project and cross-sell related services.
2) Improving customer experience (and looking like a bigger business)
- Even for small businesses (e.g., selling through platforms like Etsy), clear processes can create a more professional, reliable experience.
- Keep customers informed during the sales process—especially when there’s a gap between order and delivery—so expectations are clear and reviews are stronger.
- Create a simple process for notifying customers about new products, promotions, or seasonal sales.
3) Growing / bigger businesses (multiple systems)
- As businesses grow, it’s common to collect lots of tools that don’t connect well.
- It can be worth reviewing whether one platform can do multiple jobs (e.g., email + social scheduling). Funnel Sketchers is one example of an emailing and social scheduling platform.
- Some platforms combine functions (e.g., Constant Contact can support email communications and ticketing instead of using separate systems).
- However: integrations can be expensive and aren’t always necessary. Evaluate the time saved versus the cost and complexity.
- An example discussed was linking time tracking to invoicing (Toggl to Xero): direct integrations or bespoke integrations can cost more than they save. Sometimes the better answer is a lightweight fix such as standardising naming conventions so reporting and invoicing is easier.
4) Having a team (delegation and handover)
- Ask team members to write down how they do key tasks. If someone leaves, work can be handed over quickly and consistently.
- Keep documentation simple: a Word document checklist, or a short Loom video can be enough.
- Over time, build a shared “bank of processes” that becomes your internal ‘how to’ guide.
5) Licensing, franchising or stepping back
- Detailed processes mean the business can be run by someone else—not just the founder.
- Create (or start building) a process manual so delivery, service standards and customer experience are consistent.
This makes the business easier to sell, easier to license/franchise, and easier to run with a general manager if you want more freedom from day-to-day operations.