Ask two general managers what they do after a week of bad reviews and you will get two different answers. One looks outward: who is gaining on me, and what are they doing that I am not? The other looks inward: which of my people is driving this, and what do I say to them on Monday? Both are right. Neither question is answerable from a star average or a CSI score.

In this session, Cuyler Owens (CEO, Widewail) shares findings from Widewail’s study matching six months of customer reviews at 350+ franchise dealerships against the repair-order revenue behind them. Some of what customers say about your staff shows up clearly in dollars per RO. Being friendly does not. Then he shows how to run the competitive comparison yourself: which competitors actually matter, and how to measure your store’s experience against theirs using review data on every franchise dealership in the country. Both playbooks in one session, for the GM who looks at the market and the GM who looks at the team.

Key Takeaways:

1. Which staff behaviors show up in dollars per RO, and which ones do not.
2. How to coach with evidence instead of opinion.
3. Learn how to compare your store experience to the competitors you actually lose deals to.