Recorded Wednesday, September 9, 2026

(And how to tell whether the store three miles away already knows.)

Ask two GMs what they do after a week of bad reviews and you'll get two different answers.

One looks outward: who's gaining on me, and what are they doing that I'm not?

The other looks inward: which of my people is driving this, and what do I say to them on Monday?

Both are right, and neither question is answerable from a star average or a CSI score.

In this session, Cuyler Owens (CEO, Widewail) shares findings from a Widewail study matching six months of customer reviews at 350+ franchise dealerships against the repair-order revenue behind them: some staff behaviors show up clearly in dollars per RO, and being friendly isn't one of them.

He'll also show attendees how to run their own competitive comparison — which competitors actually matter, and how to measure their store's experience against them using review data on every franchise dealership in the country.