Spring 2017 Business Connection - Better Business Bureau

Spring 2017

Business Connection

?

A quarterly newsletter for BBB? Accredited Businesses

inside this issue...

BBB Welcomes New Board Members

Meet the leaders who recently joined BBB's Board of Directors.

page 3

Torch Awards for Ethics View photos, winners, and sponsors of BBB's flagship event.

pages 6 & 7

Howard Air at BBB's Torch Awards for Ethics

Goodbye Networking Tips to move from networking to

making real connections. page 9

Better Business Bureau Serving Central, Northern & Western Arizona

THANK YOU

for committing to BBB's

STANDARDS for TRUST

Build Trust Establish and

maintain a positive track record in the marketplace.

Advertise Honestly Adhere to

established standards of advertising and selling.

Tell the Truth Honestly represent

products and services, including clear and adequate disclosures of all material terms.

Be Transparent Openly identify

the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer's decision to buy.

Honor Promises Abide by

all written agreements and verbal representations.

Be Responsive Address

marketplace disputes quickly, professionally, and in good faith.

Safeguard Privacy Protect

any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of consumers regarding the use of their information.

Embody Integrity Approach

all business dealings, marketplace transactions and commitments with integrity.

standards.

Need Our Help?

Call BBB's Accredited Business Support Team at (844) 220-8730 or yourbbb@

Live Chat at

2

BBB BOARD OF DIRECTORS

2017 OFFICERS: Chair - David Lorenz: First Fidelity Bank Vice Chair - Ken Bonham: Lucid Agency Treasurer - Mike Bontrager: Adolfson & Peterson Construction Secretary - Carrie Young: SRP Immediate Past Chair ? Gary Sneed: Desert Schools Federal Credit Union President - Matthew Fehling: Better Business Bureau

DIRECTORS: Kim Anderson-Matich: Anderson Security Agency Maria Barquin: La Campesina Radio Brian Burt: Snell & Wilmer, LLP Ron Cohen: CRC Broadcasting John P. Curran: U.S. Postal Inspection Service Rick Dircks: Dircks Moving Services Mike Donley: Donley Service Center Ambrose Earle: Shamrock Foods Ash Hachmeister: beni.fit Tom Higginbotham: Sun Devil Auto Andrew John: John's Refrigeration Heating & Cooling Joe Kelly: Triad Consulting Group Asst. Chief Michael Kurtenbach: Phoenix Police Dept. Kevin Lange: Reveal Concepts Co. Cheryl Lewis: Isagenix Tom Licurgo: Ashley Furniture Homestores Mike McGuirk: ProCopy Nathan Mendanhall: Sonora Quest Laboratories Brian Mohr: Y Scouts Curt Morgan (ARAC): Shadow Mountain Auto Service Garry Ong: Mu Shu Asian Grill Restaurants Elaine E. Ralls: Commit Agency Lee Scanzano: Cox Communications Chris Sharfner: C&J Professional Cleaning Services Gerald L. Smithson: JLS Consulting Jim Sollenberger: Cue Financial Group, Inc. Bill Verdini: Emeritus Dean ASU/W.P. Carey School of Business Celia Waddington: Ignite Creative Services Tyler Yates: Yates Buick GMC

YAVAPAI COUNTY ADVISORY COUNCIL

OFFICERS: Chair - David Barrett: Barrett Propane Vice Chair - Susan Abbott: Home Instead Senior Care

MEMBERS: David Franz: Ridgeline Builders, LLC Steve LaFleur: Prescott Import Car Service Connie Manning: Prescott AAA Arizona

BBB INSTITUTE FOR ETHICS

OFFICERS: Chair - Bill Verdini: Emeritus Dean ASU/W.P. Carey School of Business Vice Chair - Gary Sneed: Desert Schools Federal Credit Union Treasurer - Brian Burt: Snell & Wilmer Immediate Past Chair - Larry Seay: Community Volunteer Secretary - Matthew Fehling: Better Business Bureau

DIRECTORS: Brian Mohr: Y Scouts Peggy Baker: Community Volunteer Joe Dean: Dean Enterprises Jim Donley: Donley Service Center Tom Fannin: Coldwell Banker Marty Laurel: Community Volunteer Katie Osbourne: Community Volunteer Gary Volkenant: Community Volunteer

Independent Legal Counsel Andrea Lovell, Ryley Carlock & Applewhite

In This Issue...

New Board Members

3

Connecting with Businesses &

4

Consumers in Arizona

BBB's Most Violated Standard

5

Torch Awards for Ethics Recap 6, 7

State Resources to Grow

7

Your Business

BBB Experts

8

Leadership Lesson

9

Social Media Messages to

10

Promote BBB Accreditation

Thank You Media Sponsors

11

Mark Your Calendars!

12

Better Business Bureau Serving Central, Northern & Western Arizona

BBB Welcomes New Board Members

BBB welcomes new industry expertise to its 2017 board of directors ranging from law enforcement and security to commercial cleaning and health and wellness.

David Lorenz, vice president and commercial relationship manager with First Fidelity Bank is BBB's 2017 chairman, while Ken Bonham, partner at Lucid Agency, serves as vice chair. Mike Bontrager with Adolfson & Peterson Construction, Carrie Young with SRP and Gary Sneed with Desert Schools Federal Credit Union complete the board's executive committee.

"Thanks to strong board leadership, our BBB relocated to a 30,000 foot campus in Central Phoenix last February. In the last year, we've become a meeting destination for local businesses and have created nearly 40 new jobs," BBB President/CEO Matthew Fehling said. "I could not ask for a more engaged group of professions to help BBB `move the needle."

Additionally, four Arizona business leaders join the 33-person, nonprofit board bringing diverse industry expertise. New BBB board directors include:

Kim Anderson-Mattich Anderson Security Agency, Ltd.

Asst. Chief Michael Kurtenbach, Phoenix Police Department

Cheryl Lewis, Isagenix

Chris Sharfner, C&J Professional Cleaning Services

Thank You

2016 Winner

?

ETHICAL

Scholarship

BBB Ethical Athlete Scholarship Title Sponsor



3

Connecting with Businesses

& Consumers in Arizona

Building a Community of Trustworthy Businesses

Joint seminar with Kingman Chamber of Commerce

Ethical Athlete Bailee Liska from Lake Havasu High School

Accredited Business Realty Executives Lake Havasu City

Accredited Businesses learning at BBB University in Prescott

Ethical Athlete Sarah J. Schott from Prescott High School

Ribbon cutting with Prescott Chamber Ambassadors

Military appreciation event at Arizona Western College

Media interview on Yuma Chamber Chatter Radio

2nd Encuentro Empresarial business expo

BBB's Most Violated Standard

By Brittney Williams, BBB Trade Practices & Investigations Specialist

Build trust, advertise honestly, tell the truth, be transparent, honor promises, be responsive, safeguard

privacy and embody integrity are the eight Better Business Bureau (BBB) Standards for Trust upheld by more than 11,600 BBB Accredited Businesses in Central, Northern, and Western Arizona. These principles summarize important elements of creating and maintaining trust in business, but what happens when an Accredited Business fails to follow these standards? The answer is revocation.

The most violated standard at BBB -- and the cause for 120 out of 235 revocations in the last three years -- is build trust. When building trust, businesses commit to establishing and maintaining a positive track record in the marketplace, a track record that measures an Accredited Business' ability to maintain at least a "B" rating. A company's rating is impacted by several factors and one of the factors is being responsive -- another BBB Standard. Fundamentally, the Accredited Businesses that fail to be responsive to complaints, end up receiving a rating lower than a "B," resulting in revocation of accreditation. Revocations are cited on BBB Business Profiles for one year and companies are not eligible for BBB Accreditation for one year.

REVOCATIONS BY STANDARD

BBB Accredited Businesses can avoid revocation by:

Being responsive. Promptly answer and make a good faith effort to resolve complaints or issues presented by customers.

Looking for trends. Review consumer feedback and address issues as they occur. Don't allow issues to become a pattern of complaints.

Doing the right thing. Follow through on promises and comply with agreements resulting from the BBB dispute resolution process, including mediation and arbitration.

TOTAL BBB REVOCATIONS PER YEAR

AZ Hispanic Chamber of Commerce's Power of the Purse with Nely Galan

4

Ethical Athlete Noel Melendrez from Metro Tech High School

Feng Shui seminar with Cathy Hum

Better Business Bureau Serving Central, Northern & Western Arizona

ACCREDITED Contact Your BBB Accredited Business Support Team

BUSINESS

yourbbb@ | 602.264.1727 | Live chat at

?



5

?

CATEGORY 1 WINNER

Celebrating local companies that demonstrate integrity and a strong commitment to ethics in

all they do.

torchawards.

CATEGORY 2 WINNER

CATEGORY 3 WINNER

BBB Torch Awards for Ethics Photos by Peter Jordan Photography

Finalists

. Larson Air Conditioning

Southwest Svs Company

CATEGORY 4 WINNER

Finalists

. Benefit Logic, Inc. Spa Lamar

Finalists

. Arizona Foundation Solutions, LLC Two Men & A Truck - Scottsdale

CATEGORY 5 WINNER

Finalists

. Arrowhead Honda

Dircks Moving & Logistics

Finalists

. American Vision Windows

George Brazil Air Conditioning & Heating

Platinum Sponsors

Gold Sponsors

Thank You 2017 Awards Sponsors

Event Sponsor

Radio Sponsor

Education Sponsor

Hospice of the Valley

Silver Sponsors

Arizona Interscholastic Association ASU Lincoln Center for Applied Ethics

Donley Service Center First Fidelity Bank

George Brazil Air Conditioning & Heating Howard Air

Lucid Agency, LLC WebPT*Restrictions may apply

Video Sponsor A/V Sponsor

Bronze Sponsors

Arrowhead Honda Sun Devil Auto

Copper Sponsors

Bill Verdini Professor Emeritus ASU Integrity Summit

6

Better Business Bureau Serving Central, Northern & Western Arizona

State Resources to Help Grow Your Business

A rizona's business community

is fortunate to have many resources focused on its growth and success, but at times, it can be overwhelming to learn about the many programs and tools available. Below are three of a wide-range of programs offered by the state of Arizona to help small businesses succeed.

The City of Phoenix Small Business Enterprise Program provides certification, procurement opportunities, construction and subcontracting utilization, small business management and technical assistance, as well as education services and networking opportunities.

Take Action: Register as a Small Business Enterprise (SBE) firm to participate in the City's Reserve Contract program, where select goods and general services contracts are reserved for competition only among SBE firms.

The Arizona Commerce Authority leverages existing programs, provides technical assistance, and develops strategic partnerships to help Arizona's companies grow in revenue, create jobs, and increase capital investment in the state.

Take Action: Complete the "I am an existing Arizona business" checklist to learn about financing, employee and job training programs, manufacturing assistance, and business counseling options.

The Small Business Development Center (SBDC) offers existing businesses advising and training through counseling sessions and workshops. SBDC also helps qualified companies prepare proposals for competitive grant programs that award funding for research and development that has potential to commercialize new technologies.

Take Action: Complete an electronic request for counseling to learn about the Small Business Innovation Research and Small Business Technology Transfer federal grant programs -- among other resources.



7

BBB Experts Answer Your Questions

Q: How can I get customers to leave reviews? A: A great way to get reviews is to make it part of the transaction process. Train your employees to ask for reviews right after they make a purchase and make it easy for your customers to submit. Include a link on your receipt or invoice, send a thank you email requesting feedback, or text a friendly reminder to rate your business. BBB offers a Customer Review Toolkit with additional tips on how to get more reviews.

Chuck Avery, Accredited Business Engagement Specialist

Q: Why does my complaint still show on my Business Profile if it has been resolved? A: Resolved complaints show consumers that you are responsive to issues and gives them a better understanding of how your business operates and handles difficult situations. All reportable complaints submitted to BBB remain on your Business Profile for up to three years, regardless of the outcome.

Michelle Marin, Conciliation and Engagement Specialist

Have a question? Email yourbbb@ with subject line: "Ask the Experts."

8

Better Business Bureau Serving Central, Northern & Western Arizona

Leadership Lesson: Goodbye Networking,

Hello Connecting and Five Ways to Do It

Tom Zender (right) writes a weekly column about leadership and other business topics for the Phoenix

Business Journal.

Connecting vs. networking. You

mean there is a difference? Definitely. Going to networking meetings, quickly meeting a bunch of people, and being a packrat for business cards is pass?. In connecting, quality beats quantity. Depth is the difference.

"Connectors" are those who value meeting new people, getting to know them, building meaningful relationships, and offering to be helpful. This is the ascendant realm of great leaders. Meaningful matters.

Meet the Connector

Connectors have a large number of professional and personal contacts and know people from diverse circles ? professional, social, cultural, and economic. They are a hub at the center of a socio-business exchange and willingly make introductions because they want to help others. Connectors have an "inner radar" that can match the right people for the right reason. If they had a motto it would be, "Bringing people together for something good."

Leaders who are strong connectors value the "why" of building significant business relationships because they know information and resources are exchanged and there is a larger opportunity to help others.

Five Tips to be an Effective Connector

Here are the key tenets of successful connectors:

1. Be a friend ? when meeting new people listen a lot and talk some. Get to know each other by sharing career and personal stories and then trade contact information.

2. Be approachable ? when others ask for help, give them your attention and actively listen to understand. Be open-minded.

3. Be a curious ? ask good questions to get to know them and uncover their skills and connections. Pay attention to their needs.

4. Be a mentor ? actively offer to be a guide, make useful suggestions, and provide valuable resources to your connections. They will tend to do the same for you.

5. Be a connector ? seek out other connectors to build a web of valuable resources.

The Bottom Line

Be a connector. Avoid being a networker or business-card-collector. Build quality connections rather than focusing on quantity. As a good connector, be friendly, approachable, curious, and mentor and connect with other connectors. Synergy is key.

Previously published in the Phoenix Business Journal on March 31, 2017.



DID YOU

KNOW?

571 BBB Accredited

Business applications accepted across Greater Arizona

33 BBB Accredited

Business applications denied for not meeting BBB's standards

7,309 BBB Customer

Reviews submitted for local businesses

6 businesses revoked

for failure to meet BBB standards

1,034, 509 BBB

Business Reviews requested

*Statistics from January 1 through March 31, 2017

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9 Social Media Messages

to Promote Your BBB Accreditation

1. [Company] has been a BBB Accredited Business for

over (# of) years.

2. [Company] earned BBB Accreditation since (year). 3. Our company meets BBB Standards for Trust. 4. Check out our grade with BBB. 5. We've just received a positive review from a

consumer on BBB. Check it out. (provide screenshot of

review or link to review)

6. Tell us how we did? Submit a Customer Review

with BBB.

7. We meet standards required by BBB for

accreditation.

8. Our company earned BBB's Trust Seal. 9. We are committed to living up to the BBB Code of

Business Practices.

Host Your Next Event at BBB!

BBB Business & Community Center

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*some restrictions may apply

Thank You BBB Media Sponsors

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Viking Pest Control



BBB Sponsorship

FAQ s

Who can be a media sponsor?

All BBB Accredited Businesses are welcome to participate in media sponsorship.

What's included in sponsorship packages?

In addition to the annual accreditation fee, sponsorship packages offer a variety of advertising options. Packages can be an affordable addition to your marketing plan as different forms of advertising are offered like online directory ads, website banners, radio, TV, and outdoor ads, as well as customer survey cards.

What does BBB do with the money it gets from sponsors?

Sponsorship fees help cover advertising costs associated with our packages. Additionally, it supports BBB in fulfilling core services, like guiding consumers to spend money wisely.

How can my business become a sponsor?

We would be happy to set an appointment to review which sponsorship package would be the best fit for your company.

Call us today at 602-240-3999 or email sponsorship@.

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