Melissa Terrell is one of the automotive industry's leading voices on reputation management and customer intelligence. At Widewail, a platform born from within the auto industry, she works with dealerships across the country to help them systematically capture, respond to, and act on customer feedback at scale. Widewail currently generates three times the review volume of the industry standard, maintains a 100% response rate, and has reputation data on file for every dealership in the United States.

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What we discuss in this episode:

• The single metric that shows how much ground dealerships have already lost in service retention, and what's accelerating it
• How the shift to AI-powered search is quietly rewiring how customers find and choose a service department
• What your reviews are already telling you about your team that your managers probably aren't
• The difference between responding to reviews and actually closing the loop with a customer, and why it matters more than most operators realize
• Where to start if you have zero reputation infrastructure and a full plate
• The one operational move Melissa recommends every fixed ops director make this week, before touching anything else

Listen to the episode featuring Melissa Terrell for even more insights!

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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237

Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY

Thanks, Melissa Terrell

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