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.

Catch more sessions in the Edge Webinars archive.