Whoa Ralph! 13 months in the lurker shadows and you come out with a GREAT first post!
Have you considered asking your Vendor Partners to help you? There are surely some topical things or opportunities for improvement with specific vendors that would be great team meeting material. Ask them to show up/call in and give you one to two things that your team could do to create a little more value with their tool or program. They'll appreciate the opportunity to invest time in your store and you'll probably be surprised at some of the things they see from the outside looking in that you don't see because you are in the trenches. Tell them you aren't looking for an upsell pitch and that will cut their time very short. You probably know who the good ones are for this already, just ask them, they'll be happy to help you.
Since you mentioned it, reading reviews in your team meetings is a GREAT idea. Read the good ones and give the person that earned it a very visible pat on the back and I think you'll be surprised how many new positive reviews start flowing in for your store. You can make it a feature of your meetings by awarding the winner of the "best review of the week" award. The award shouldn't be monetary, it doesn't need to be. make it a traveling desktop ornament, a prime parking space, no lot duty in the winter, something creative like that works really well. If you create the recognition that will probably be a big enough award to drive the behavior you are looking for without cash.
Don't do it every meeting, but read the negative ones too. Ask your team what they think happened. Ask them to put themselves in the customers shoes and ask if a reasonable person might feel the same way. Brainstorm with them and ask what could we have done differently to change the perception of the customer in this situation.
