Service
The bits that only work when you're in the room - written down.
Receptionist scripts, technician handovers, escalation rules, induction packs, customer-journey playbooks. The documented half of how the business runs - the half AI and automation don't cover, but that lets the rest scale without you sat in the seat.
Built to the shape of your business, agreed in writing, hosted somewhere the team will actually open it - Notion, a wiki, a printed binder, a QR-linked single page taped to the counter. We meet you on the format your team already uses.
Everything's in your head?
When you take a Friday off, half the questions queue up for Monday.
Most owner-operators we talk to know exactly how the business runs - they're just the only one in the building who does. The induction sheet is verbal. The "do this when X" rule lives in your head. The team's good but they're guessing at what good looks like, and the bar shifts every week depending on who's on shift.
We write that down. Out of your head, onto a page the team can actually use - and updated as the business changes, not abandoned a year later in a folder nobody opens.
What we write
Six shapes of playbook engagement. Every one is scoped to your business - no templates pulled off a shelf, no generic "SOP starter pack". Pick the closest, or describe yours in the enquiry form and we'll work it out.
Everything's in your head, you've grown to 3 or 5 staff, and the same handful of questions come up every week. We capture the standard moves - intake, quote, complaint, refund, handover, escalation - and you walk away with the documented spine of how the business runs.
Receptionist, technician, ops manager, social-media coordinator - one full role-shaped playbook covering what they do every day, every week, every month, including the bits that look obvious to you but aren't to a new starter.
Lead → quote → book → deliver → invoice → review → recall. Written front-to-back so anyone on the team can run a customer through it. Sits naturally on top of any quote-and-chase or booking-and-review automation already in place.
Day-one induction pack for a new starter. Tools, logins, who-to-ask, the customer-facing scripts, the 'we don't say that here' list. Turns a new hire into a useful one in week one instead of week six.
Who handles what, when to escalate to the owner, what the customer hears at each step, what the regulator hears if it goes that way. The decision-tree behind the friendly response - written down so it doesn't depend on whoever picked up the phone.
You have docs, they're 2018, half the team can't find them, and the ones who can think they're wrong. We audit, rewrite, version, and host them somewhere the team will actually open - Notion, a wiki, a printed binder, a QR-linked single page taped to the counter.
What you walk away with
The playbook itself isn't the deliverable - the team actually using it is. We pick the format your team will open without being told to. Often more than one.
Notion / wiki tree
Page-per-process, role-per-section, search that works. The default for teams who already live in Notion or a Google Workspace wiki - and the easiest format to keep current as the business changes.
Printed binder or counter pack
Some teams don't read PDFs. We print, laminate, and bind - or produce a counter-pack of single-page scripts the team can grab between calls. Works for trades, repair counters, clinic reception desks.
QR-linked single-page reference
One page, one URL, one QR code. Tape it next to the till, the kit, the door. For the moments where 'go and look it up' isn't going to happen - the team needs the right answer in three seconds, not three clicks.
Video walkthroughs
Some processes are easier shown than written. Short Loom-shaped clips alongside the written SOP, hosted privately, replayable as many times as it takes. Useful for software steps, equipment-handling, or the bits new hires keep getting wrong.
How pricing works
Every playbook engagement is unique; there's no public £ figure on this page, and not because it's a secret. A single receptionist script and a full multi-role SOP refresh don't share a build cost - pretending otherwise on a rate card means somebody is overpaying.
Engagement
We agree the scope of the playbook (single role, full customer journey, induction pack, escalation tree, wholesale refresh) and the price in writing before any writing starts. The shape of the interview, the format of the deliverable, what we're explicitly not going to cover. No grid, no tiers, no per-seat creep.
Updates (optional)
Optional retainer for keeping the playbooks current as the business changes - quarterly rewrites, new-hire pack updates, regulator-driven refreshes when the rules shift. Monthly cost agreed when we scope the playbook set itself.
Pay monthly instead of all at once
Split-pay over monthly instalments is always available on the playbook engagement itself. Number of months and terms agreed at scope, alongside the price - because every project, idea and vision is different.
Often paired with
Playbooks rarely live alone. They document the human side of the work the automation does, get walked through by the training service, and reference the builds the team uses every day.
AI & LLM for business
The automation half of the engagement. The playbook documents the moments where a human still has to step in - and the moments where the agent takes over. Scoped per business, no plug-and-play promise.
Training & ongoing support
A playbook nobody's been walked through is just another doc on Notion. Half-day workshop on delivery is the usual shape; deeper rollouts sit on top.
Website build & hosting
The customer-facing surface the playbook describes - the form the receptionist points to, the page the technician sends a link to, the checkout the journey ends at. From £99 build; hosting on top, agreed at scope.
FAQ
How much does a playbook set cost?
Agreed at scope, because every business runs differently. A solo-trader clinic needing one reception script and a regional services firm rewriting SOPs across six locations don't share a build cost - pretending they do, on a published rate card, means somebody is overpaying. We talk through what you actually need, agree the scope and the price in writing, then write. Optional update retainers sit on top and are agreed in the same conversation.
What format do you deliver in?
Whatever the team will actually open. Notion, Google Docs, a printed binder, a counter pack of single-page scripts, a QR-linked reference page, short video walkthroughs alongside the written version. We meet you on the format your team already uses - the best-written playbook in the world doesn't help if it's hosted somewhere nobody looks.
Will you write it from scratch or interview us?
Interview-led. The standard moves of how your business actually runs already exist - they live in your head, in your team's habits, in the way you do things on a good day. We workshop them out, capture the language the team already uses, and write them down. We're not bringing a generic SOP template and asking you to fill the gaps; the playbook is yours, in your voice.
How long does it take?
Depends on the scope. A single role-shaped playbook is a matter of weeks; a full customer-journey set across multiple roles is longer; a wholesale refresh of existing SOPs depends on how much exists and how much we keep. The timeline is part of the scope conversation - we'll give you an honest one, not a sales one.
What happens when the process changes?
Two options. We hand the playbook over and you update it yourselves - the format we deliver in is editable and version-controlled. Or you take an optional refresh retainer and we keep them current: quarterly rewrites, new-hire pack updates, regulator-driven refreshes when the rules shift. The retainer cost is agreed when we scope the playbook set itself.
Do you train the team on the new playbook?
Yes - that's the separate Training & ongoing support service, which most playbook engagements pair with. A playbook nobody's been walked through is just another doc on Notion. Half-day workshop on delivery is the usual shape; deeper rollouts sit on top.
Can you write SOPs for a regulated process - CQC, SRA, FCA, ICO?
Yes, with the same regulator-bounds posture as the rest of the studio. We've read the relevant guidance (SRA / FCA / MHRA / GMC / ICO / CQC) and write to the bounds it sets. Audit trails, human-decision points, data-handling rules, escalation thresholds the regulator will recognise. We won't write something we wouldn't be comfortable defending in front of your regulator.
What does the enquiry process look like?
Fill in the form below. Tell us what your business does, what's only in your head, what questions the team queues up for Monday morning. We come back within 24 hours by email with a sketch of the playbook set we'd write and a price. If it lands, we agree it in writing and start. No calendar widget, no forced demo, no per-seat creep.
Tell us what's only in your head
What's the bit of the business that only works because you're there? What questions does the team queue up for Monday morning? What does a new hire ask in week one that they shouldn't have to? Don't know where to start - just write 'help' in the box. We'll come back within 24 hours by email with a sketch of the playbook set we'd write and a price.