SOP template for agencies and service teams

Write down how recurring work gets done, so it is done the same way every time and new people can pick it up without a week of shadowing. Includes a worked example: onboarding a new client.

Free to copyWorked example includedChecklist at the end

Below is the template filled in for one of the most common agency processes, onboarding a new client. Keep the headings and replace the content with your own process.

SOP: [Onboarding a new client]

SOP number: [OPS-03] · Owner: [Head of Delivery] · Last reviewed: [date] · Next review: [date]

1. Purpose

[Make sure every new client has a signed agreement, a paid deposit, a kickoff call and access set up within five working days of saying yes.]

2. Scope

[Applies to all new project and retainer clients. Does not cover new projects for existing clients; see SOP OPS-04.]

3. Roles

  • [Account lead]: owns the process and the client relationship.
  • [Project manager]: schedules kickoff and sets up the project.
  • [Finance]: issues the deposit invoice and confirms payment.

4. Before you start

[Accepted proposal, completed intake questionnaire, client contact details.]

5. Steps

  1. [Send the service agreement and statement of work for signature within one working day of acceptance.]
  2. [Once signed, issue the deposit invoice. Payment terms: due on receipt.]
  3. [Create the client and project records, add the agreed deliverables and milestones.]
  4. [Invite the client to the client portal and confirm they can log in.]
  5. [Request access to the systems listed in the SOW: website, analytics, brand files.]
  6. [Book the kickoff call with the decision-maker and the day-to-day contact.]
  7. [Run kickoff using the kickoff agenda; confirm goals, timeline, feedback process and communication.]
  8. [Send the kickoff summary within 24 hours.]

6. Quality checks

  • [No work starts before the agreement is signed and the deposit is paid, unless a director approves.]
  • [The client’s decision-maker is named in the project record.]

7. Tools and templates

[Service agreement template, SOW template, kickoff agenda, project management tool, client portal.]

8. Checklist

  • ☐ Agreement and SOW signed
  • ☐ Deposit invoiced and paid
  • ☐ Client and project set up
  • ☐ Client portal access confirmed
  • ☐ System access received
  • ☐ Kickoff held and summary sent

9. Change log

[date] · [what changed] · [who changed it]

Replace everything in [square brackets] with your own details.

How to write a useful SOP

  1. Write it while doing the task. Steps written from memory miss the details that cause mistakes.
  2. Start each step with a verb. “Send”, “Create”, “Check”. One action per step.
  3. Say who does it. A step without an owner is a step nobody does.
  4. Link, do not copy. Link to templates and tools, so updating them does not leave the SOP out of date.
  5. Test it on someone new. Ask a team member who has not done the task to follow it, and fix whatever they had to ask about.

Ten SOPs most agencies need

  1. Responding to a new enquiry
  2. Writing and sending a proposal
  3. Onboarding a new client
  4. Project kickoff
  5. Handling a change request
  6. Delivering work for client approval
  7. Invoicing and chasing late payments
  8. Monthly client reporting
  9. Launching a website or campaign
  10. Offboarding a client at the end of a project

Many of these reuse the free templates on this site, such as the proposal, change request form and invoice generator.

Frequently asked questions

What is a standard operating procedure (SOP)?

A written, step-by-step description of how a recurring task is done, who does it and what “done” looks like. SOPs let a team do routine work the same way every time, and let new people learn it without shadowing someone for weeks.

Which processes should an agency document first?

The ones that happen often, go wrong when skipped, or depend on one person. Client onboarding, project kickoff, invoicing, launching a website and monthly reporting are common first SOPs.

How detailed should an SOP be?

Detailed enough that a capable new team member can follow it without asking. Number the steps, link to the tools and templates used, and include the checks that prevent common mistakes.

How often should SOPs be reviewed?

Give each SOP an owner and a review date, typically every six or twelve months, and update it whenever the process changes. An outdated SOP is worse than none, because people follow it.

SOP or checklist?

Both. The SOP explains the process and the reasoning; a checklist at the end is what people tick off while doing it. This template includes both.

Where should SOPs live?

Somewhere the team already works, so they are found when needed: a shared wiki, a knowledge base or your operations tool. Arpixa includes a team wiki with an SOP template.

More free tools

Client intake questionnaireThe questions to ask before you quote or start a project.Statement of work templateScope, deliverables, timeline, acceptance and change control.Rate card templateA clear menu of services, packages and prices for clients.Proposal templateA client proposal structure with example wording for each section.

Updated September 2026. General information, not financial, tax or legal advice. Check the rules where you work.