A common operations objection: “Our work is custom to each client.“
Often the work isn’t custom, it’s personalized. Custom and personalized aren’t the same.
An easy example is retail. Very few customers shop the same path or have identical items in their cart. But they all checkout using the same process.
Another example is Starbucks. There are many different drink orders, but baristas still follow a service process.
The same applies to most businesses. Your team can use the same process for servicing clients while still personalizing the details.
A standard process creates consistency in the quality of service and delivery. It reinforces your brand reputation. And empowers your team with clear direction thus supporting autonomy and productivity.