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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Chris Jones is group editorial director for the Vehicle Service & Repair Group at EndeavorB2B.
A multiple-award-winning editor and journalist, and a certified project manager, he provides editorial leadership 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.
