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.