How do we use identity-based framing during our session days to write standard operating procedures that our team actually follows?

Question

Tyler Smith · Accepted Answer

Many companies struggle with process consistency because their standard operating procedures read like dry, boring checklists that employees ignore. During our sessions, we address this issue by using identity-based framing to write and document your processes. Based on the language principles outlined by Jonah Berger, we shift the focus of your documentation from what people do to who they are.

We apply this identity-focused methodology to your core processes in several practical ways:
- Instead of writing a process that instructs an employee to follow up with clients, we frame the expectation as being a proactive partner.
- We structure our process training to encourage team members to claim a positive professional identity rather than just checking off daily tasks.
- We use these identity-focused definitions to clarify the GWC™ fit for every seat on your Accountability Chart.

When your standard operating procedures are written with identity-based language, your staff stops viewing process compliance as an administrative chore. It becomes a matter of personal and professional pride. This simple shift in language during our quarterly planning sessions creates a culture of deep ownership, where employees consistently follow your core processes because it aligns with their professional identity.