Podcast: Five Lessons from the Synergy Auto Juneteenth Crisis

How to train your staff on customer communication and sensitivity before it becomes a viral nightmare.
July 9, 2025

In this episode of Ratchet+Wrench Radio, Group Editorial Director Chris Jones discusses a situation that every shop owner needs to understand—how to handle a customer fallout before it goes viral.

Synergy Auto Care in Wilson, North Carolina, made national headlines on June 19 after a Black customer walked out over employees' dismissive comments about Juneteenth.

We're going to break down exactly what happened and give you five concrete lessons that could save your shop from a similar crisis. Because in today's connected world, one bad moment can undo years of reputation building.

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About the Author

Chris Jones

Group Editorial Director

Chris Jones is Group Editorial Director for the Vehicle Repair Group at Endeavor Business Media. He’s a multiple-award-winning editor and journalist and a certified project manager now providing editorial leadership and brand strategy for the auto care industry's most trusted automotive repair publications—Ratchet+Wrench, Modern Tire Dealer, National Oil & Lube News, FenderBender, ABRN, Professional Distributor, PTEN, Motor Age, and Aftermarket Business World.

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