03Workflows
3 of 7 · 6 minYou don't have a process. You have a person.
265+ workflows run your store. Fewer than 10 are written down. Undocumented work cannot be delegated to a human or an agent.
- What this is
- The second layer: writing down how work actually gets done in your store.
- Why it matters to you
- You cannot hand a process to a new hire or an agent if it only exists in one person's head.
In this module you will
- ✓Document your top three revenue workflows end to endWorked when · Someone who has never done the job could follow your document start to finish.
- ✓Assign a named owner to every workflowWorked when · Every workflow has one name next to it, not a department.
- ✓Capture what your top performer does differentlyWorked when · Your top performer reads the document and says yes, that is what I do.
The gap
A fully documented dealership has:
265+
Total workflows
7
Departments
28
Positions
<10
Average number actually documented
The gap between documented and actual is where your revenue leaks. A workflow is not a binder nobody reads. It is step-by-step, role-assigned, teachable on day one, and auditable when something goes wrong.
The evidence
Average salesperson productivity: 10 cars a month. Unchanged for 75 years.
Through computers, CRMs, and digital retailing, the number did not move. Technology layered on top of an unchanged model does not change outcomes. That is the whole argument for redesigning the workflow before you automate it.
Your move
Three things. This Monday.
- 01
Map 3 core processes end to end
Start with your highest-revenue, highest-turnover workflows: internet lead to sold, vehicle turn decision, RO write-up. Every step. Every owner.
- 02
Record your top performer
Shadow your best service advisor, BDC rep, or F&I manager for one day. Write down exactly what they do differently. That is your workflow baseline.
- 03
Assign one workflow owner per department
Name the person responsible for keeping each process current. Without ownership, documentation dies within 30 days. One name. This week.
Key takeaways
- →An undocumented workflow is a person, and people leave.
- →Every step needs an owner or documentation dies in 30 days.
- →Agents inherit your process. Fix the process first.
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