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Dealership Performance Improvement Starts with Execution, Not More Ideas Author: Luke Sheppard, Principal of Sheppard and Company Over the past several months, I’ve had a recurring conversation with dealer principals
Four Books for Building the Dealership of the Future Author: Luke Sheppard, Principal of Sheppard and Company In our October DOER Digest newsletter, I explored a tension growing more visible
Being Well Liked Is Not an Operating System Author: Luke Sheppard, Principal of Sheppard and Company Earlier this month, I went to a local theatre to see Death of a
Process Without Losing the Family Feel Author: Luke Sheppard, Principal of Sheppard and Company I’ve been hearing a version of the same concern from dealers quite a bit lately: “We
The Last 20%: How Human Judgment Wins in the Future AI-Driven Dealership Author: Matt Wills, Senior Partner for Sheppard and Company If AI is the new toolbox, human judgment is the
Applying the TRUST Framework At Sheppard & Company, we’ve worked inside enough dealerships to know that customer retention is rarely lost in a single dramatic moment. It doesn’t usually end
Return Rate, Sentiment and Efficiency at a Glance. Three numbers that tell you whether your customers are coming back, how they feel about it, and how efficiently you’re serving them
Many Dealers Don’t and That’s a Problem There’s a number sitting inside your DMS (Dealer Management System) right now that many dealer principals have never calculated. It’s not gross profit.
It’s a Leadership Rhythm Problem In late 2024, we began working with a dealership that, by most traditional measures, was healthy. Financially strong. Absorption solid. Processes documented. Reporting clear. From the
Employee Net Promoter Score (eNPS) At Sheppard & Company, we’ve learned to pay very close attention to early signals. Not the lagging indicators that show up on a financial statement six or twelve months later,