2016
ANNUAL REPORT BBB DENVER/BOULDER
BBB DENVER/BOULDER’S 12-COUNTY SERVICE AREA Boulder
Broomfield Denver
Gilpin on
Adams Jeff ers
Clear Creek
Douglas
Arapahoe
Elbert
Yuma Washington
BBB STANDARDS FOR TRUST BUILD TRUST
Establish and maintain a positive track record in the marketplace.
OUR VISION ethical marketplace
ADVERTISE HONESTLY
Adhere to established standards of advertising and selling.
An
where buyers and
TELL THE TRUTH
Honestly represent products and services, including clear and adequate disclosures of all material terms.
sellers can trust each other.
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.
OUR MISSION ethical marketplace
HONOR PROMISES Abide by all written agreements and verbal representations.
An
where buyers and sellers can trust each other.
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.
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TO ACCOMPLISH OUR MISSION, WE COMMIT TO THE FOLLOWING VALUES TO GUIDE ALL OF OUR DECISIONS AND BEHAVIOR, WITH EACH OTHER AND WITH ALL THOSE WE SERVE.
OUR VALUES EXCELLENCE Strive to do our very best. Be accountable to the general public, our members, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate.
INTEGRITY Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our promises and learning from our mistakes. Have the courage to hold fast to our professional convictions.
TEAMWORK Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and work as one team to fulfill our mission.
TRUST Trust in our colleagues throughout the BBB system and in ourselves. Say what we mean and mean what we say. Communicate with honesty and candor.
RESPECT Treat everyone with respect and dignity, valuing individual and cultural differences. People are our fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.
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2015 BBB DENVER/BOULDER ANNUAL REPORT
2017 GOALS BUDGET
GROWTH
BBB TO GO
NO RATING
Meet budget of revenue over expenses
Grow ABs by 400 net
Complete 120 BBBtoGo meetings
Decrease number of NR records to 15% of total
40%
30%
10%
5%
CONSUMERS
PARTNERSHIPS
REACH
Create and deliver a quarterly consumer newsletter
Increase the number of formal community partnerships to eight
Double the number of people reached through community presentations
5%
5%
5%
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BBB ACCREDITATION BBB Accreditation is offered to businesses that meet and maintain our eight Standards for Trust. BBB Accreditation raises the level of ethics in the business community and helps consumers and donors choose trustworthy organizations with which to interact. BBB Accredited Businesses and Accredited Charity Seal Holders support the BBB’s free public services and accreditation monitoring by paying annual dues. The highly-recognizable BBB logo is authorized only for Accredited Business and Accredited Charity Seal Holder use. The logo is a trademarked symbol that is synonymous with trust. Each business is provided a BBB Dynamic Seal for use on its website. In 2016, there were 85,121 dynamic seal clicks by consumers searching for a trusted BBB Accredited Business. As of December 31, 2016, there were 7,190 Accredited Businesses and Accredited Charity Seal Holders in the BBB Denver/ Boulder’s 12-county area.
NEW BBB ACCREDITED BUSINESSES & CHARITY SEAL HOLDERS
1,266 NEW SALES REVENUE
$813,417 4
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BBB ACCREDITATION & CHARITY SEAL HOLDER RENEWALS NATIONALLY
$3.1
MILLION
RETENTION RATE
87.6%
2016 BBB DENVER/BOULDER ANNUAL REPORT
BBB ACCREDITED BUSINESSES & CHARITY SEAL HOLDERS
7,190 DYNAMIC SEAL CLICKS
85,121
STRENGTH OF THE BBB BRAND
LOCAL IMPACT BUSINESS & CHARITY SEAL HOLDER PROFILES VIEWED
2.9 MILLION
BBB is a private, nonprofit organization that provides services and programs to assist businesses, consumers, donors, and nonprofits. The focus of BBB’s activities is to promote an ethical marketplace by encouraging honest advertising and selling practices, effective dispute resolution, and accountability in the nonprofit sector. BBB was established in 1912 with your local BBB Denver/Boulder opening in 1951. Today, there are more than 100 BBBs across North America representing nearly 380,000 BBB Accredited Businesses that meet BBB’s high standards, and serving millions of consumers and other companies. Locally, your BBB offers services and outreach initiatives throughout a 12-county metro service area. Having more than 100 years of strength in its brand, your BBB continues to be competitive and relevant by offering educational programs and services in the ever-changing global marketplace. 2016 BBB DENVER/BOULDER ANNUAL REPORT
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BBB LOCAL IMPACT
7,190
85,121
Accredited Businesses and Nonprofits
6,013,539
4,905,048
Total website page views in 2016
Unique Page Views in 2016
2,939,947 Business & Nonprofit Profiles Read
5,772
Request a Quote Emails Sent to Accredited Businesses
$ 6
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2016 BBB DENVER/BOULDER ANNUAL REPORT
6,284
64%
1%
35%
CUSTOMER REVIEWS Adding to the many free services BBB offers, BBB Customer Reviews provide consumers with the opportunity to post a ‘verified for authenticity’ review. BBB Customer Reviews give further insight into a company’s behavior and are processed by BBB staff to ensure validity. This program allows the customer to post a review on a business experience received to which the business can respond. In 2016 we had nearly 6,300 customer reviews at denver.bbb.org.
TOP 10 MOST INQUIRED ABOUT INDUSTRIES
TOP 10 MOST COMPLAINED ABOUT INDUSTRIES
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Roofing Contractors: 147,292 Plumbers: 66,860 Collection Agencies: 65,715 Contractors - General: 63,093 Painting Contractors: 48,422 Landscape Contractors: 46,662 Property Management: 45,589 Heating Contractors: 41,971 Referral - Contractor: 40,801 Clothing - Retail: 38,570
Telephone Communications: 5,005 Television - Cable, CATV & Satellite: 2,974 Referral - Contractor: 492 Airlines: 483 Home Warranty Plans: 472 Internet Access Provider: 471 Property Management: 450 Money Orders & Transfers: 442 Auto Dealers - New Cars: 393 Roofing Contractors: 304 2016 BBB DENVER/BOULDER ANNUAL REPORT
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BBB SCAM TRACKER BBB Scam Tracker provides consumers across North America with a place to report scams and fraud, and to warn others of malicious or suspicious activities. The free interactive online tool—found at bbb.org/scamtracker—offers a heat map showing where scams are being reported. Users can search using a variety of filters to see what scams are happening in their area, or track a particular type of scam, or even see how much money has been lost. Users can also report scams that they hear about, whether or not they have fallen victim. In addition, BBB Scam Tracker reports will also prompt BBB tips and alerts, or serve as the basis for investigations, news releases, warnings, and trends analysis. In 2016, there were 32,713 scams reported in the U.S. and Canada, and 576 reported in Colorado.
DISPUTE RESOLUTION In 2016, out of more than 7,000 BBB Accredited Businesses and Accredited Charity Seal Holders, there were 23,846 complaints received, 18,900 processed and 87.6% of all complaints received were resolved. BBB acted as a neutral third party and as a facilitator for communications between the complainant and the organization that received the complaint, showing the ethical business practices that Accredited Businesses employ. We are proud that a large number of our BBB Accredited Businesses make a good-faith effort to resolve the issues raised by complainants. By providing BBB Business Reviews to the public, we hope to assist with resolution in all sectors of the marketplace. Unfortunately, problems still occur, which create a demand for dispute resolution services. BBB’s general complaint services are free to the public. 8
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2015 BBB DENVER/BOULDER ANNUAL REPORT
ADVERTISING REVIEW With roots dating back to 1912, Advertising Review was BBB’s founding principle. The Ad Review program creates a space for advertisers to voluntarily substantiate claims made in their advertising. If no substantiation is available, the program provides insight into the BBB Code of Advertising to act as a resource in modifying or discontinuing those claims. This space bolsters the relationship between BBB and our community as well as cultivates self-regulation within the marketplace. Today, we continue that tradition; in 2016, 121 Ad Challenges were made to advertisers in our region and 87% of those challenges were resolved favorably.
ADVERTISING REVIEW CHALLENGES
121
INVESTIGATIONS BBB maintains an effective investigations program that proactively identifies marketplace practices that are deceptive, misleading, unethical, or should be called into question, seeks voluntary correction of such practices by the business involved, and informs the public of the existence of such practices and action they may take to protect themselves from being victimized. BBB also advises and cooperates with appropriate law enforcement agencies seeking to eradicate such practice as needed.
WISE GIVING B B B
W I S E
G I V I N G
A L L I A N C E
:
W I N T E R / H O L I D A Y
The Sum of Our Parts : Collaboratio n in the Charitable Sector
TM
59
GUIDE
The Wise Giving Guide is published three times a year to help donors make more informed giving decisions. This guide includes a compilation of the latest evaluation conclusions completed by the BBB Wise Giving Alliance.
NUMBER OF INVESTIGATIONS
2 0 1 6
CHARITY PROFILES VIEWED
12,189 TIMES
ÂŽ
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FACEBOOK IMPRESSIONS*
750,854
FACEBOOK LIKES*
4,997
SOCIAL MEDIA TWITTER FOLLOWERS*
3,748
YOUTUBE VIDEO VIEWS*
12,778 *January 1 - December 31, 2016 10
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With social media proving to be the most instantaneous and heavily-used source for online media, we are continuing to evolve our presence. We recognize that it provides an excellent way to distribute vital information to a number of groups: consumers, Accredited Businesses and Accredited Charity Seal Holders, and businesses and nonprofits who would like to become accredited. Over the last year we have seen our Facebook likes and Twitter followers increase rapidly as we are further developing content that is more creative and relatable with messaging that has given a more personable voice to our organization. We seek to create content that is both informative and fun in order to keep our followers interested in, and excited for, upcoming posts. We are not stopping there though as we plan to continue to expand our online presence throughout the upcoming year with a focus on not only more video creation to highlight our Accredited Businesses and Charity Seal Holders but also further development of our overall social media presence through new channels.
2016 BBB DENVER/BOULDER ANNUAL REPORT
NEWS MEDIA APPEARANCES & INTERVIEWS
MEDIA
180 BBB Denver/Boulder is a respected voice in the media, delivering messaging to both the business and consumer base. News media regularly seek BBB’s expert advice on businesses, nonprofits, scams, and general information for consumers. BBB reaches the population through regular appearances on local television, radio and print media. In 2016, your BBB was featured in 180 interviews with over 2,979 earned media stories and mentions garnering more than $660,000 in value. BBB further developed partnerships with local governmental agencies to deliver joint-messaging to the public via interviews on media outlet platforms.
VALUE OF EARNED MEDIA
$667,199
LOCAL MEDIA PARTNERS PANDORA & DIGITAL IMPRESSIONS
3,988,196
SPANISH LANGUAGE RADIO & TV MEDIA SPOTS
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ADVERTISING In 2016, BBB streamlined our marketing efforts, produced and tested the “I Know A Guy” Campaign, and negotiated rates and placement to capitalize on the success we found through that testing. Digitally, our reach and engagement with viewers far exceeded the industry expectation. For example, our first digital video campaign would have exceeded the industry average of .3%, with a “successful” engagement level of .5%. Ours achieved a 1.54%, the most successful campaign run digitally without a popular, trusted media personality in a starring role. These market-tested images and messaging will be our focus going forward, with cobranding opportunities available for local Accredited Businesses across digital, transit, billboard, bus, and cinema platforms, but also exponentially expanding our reach to Denver/Boulder-area consumers.
I know a guy! ask.bbb.org
I know a guy! ask.bbb.org
I know a guy! ask.bbb.org
I know a guy!
I know a guy! ask.bbb.org 12
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I know a guy! ask.bbb.org
2015 BBB DENVER/BOULDER ANNUAL REPORT
ask.bbb.org
oulder
Denver/B
Each year, BBB Denver/Boulder publishes its Spring Home Coupon Book. Only BBB Accredited Businesses can place ads in this publication, which was mailed to more than 75,000 Denver Metro homeowners in 2016. Additionally, the virtual coupon book is made available to consumers at denver.bbb.org all year. 2015 BBB DENVER/BOULDER ANNUAL REPORT
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NETWORKING, AWARDS, EDUCATION & COMMUNITY OUTREACH
A Fun Night of Gaming, Music, and Food!
Each year, BBB Denver/Boulder recognizes its Accredited Businesses and Charity Seal Holders with a celebration and thank you where they can connect with other business leaders while enjoying an exciting night out. Moonlight Over Monte Carlo offered a fun-filled evening of casino gaming, music, food and drinks to nearly 300 in attendance.
We were honored to have Mayor Michael B. Hancock as a guest.
Mayor Hancock with Bill Cook of Howard Lorton Galleries, a BBB Accredited Business for 64 years. 14
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2016 BBB DENVER/BOULDER ANNUAL REPORT
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ROI Training Events are designed to bring practical training material to all businesses and nonprofits throughout the year. These lunch and learn events cover a wide variety of topics and allow for questions and answers as well as networking time with those in attendance. In 2016 there were six ROI Events that brought in nearly 140 attendees.
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This year’s e-cycle event raised nearly $26,000 for the Denver Metro Crime Stoppers, and safely recycled 192 tons of electronics.
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Attracting more than 500 attendees in 2016, this event recognized one small, medium and large business as well as one small and large nonprofit that actively demonstrated ethical practices in the communities in which they operated. Belen DeLeon, 9NEWS Meteorologist, served as the evening’s emcee. Motivational speaker, author and former Denver Bronco, Reggie Rivers, was the keynote speaker. Infinity Park Event Center served as an amazing venue for this event.
2016 TORCH AWARD WINNERS SMALL NONPROFIT
SMALL BUSINESS
LARGE NONPROFIT
MEDIUM BUSINESS
LARGE BUSINESS
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BBB DENVER/BOULDER
FOUNDATION BBB: TODAY’S MARKETPLACE Supporting Ethical Interaction
Consumers Businesses Nonprofits Vulnerable Populations
BBB FOUNDATION: TOMORROW’S MARKETPLACE Securing an Ethical Future
Youth Students Tomorrow’s Workforce Tomorrow’s Leaders
2016 FINANCIAL ACTIVITY
Net Assets $139,295
Expenses $311,298 Revenue & Support $205,863
OUR VISION Tomorrow’s marketplace: one of trust and integrity.
Program Services 31%
Management and General 57%
Fundraising and Development 12%
OUR MISSION To support the future of the Denver/Boulder business community, raising up an ethical
marketplace for tomorrow, by creating both ethics education and opportunities for students and youth. 2016 BBB DENVER/BOULDER ANNUAL REPORT
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The BBB Foundation reached be 839 students in 44 classes at 19 high schools through the LIFT Business Ethics Certification program in 2016. Students were required to complete 180 minutes of workshops covering three approaches and five steps to ethical decision-making, discuss scenarios using the different approaches and steps, and finally, complete a case study project and present their conclusion in class. Participating 2016 schools included: Coronado High School Lincoln High School Mead High School Denver School of the Arts New America School Thornton Early College High School East High School North High School Northglenn High School Gateway High School Jefferson High School Northridge High School Kearney Middle School Olde Columbine High School
Pinnacle Charter Middle School South High School STRIVE Prep SMART Thomas Jefferson High School West Generations Academy
Nearly 40% of students successfully completed certification by passing the requirements set forth in the rubric and signing the pledge to uphold the LIFT Commitment to Conduct in their school, work and personal life. We are proud to be making an impact in the lives of so many of the Denver areas future marketplace leaders at a young age. “LIFT opened my eyes to how ethical decisions are made at different socioeconomic levels throughout our community. At the beginning of the program, students were very apprehensive as to what we would be doing. However, after we started working through the scenarios, they came out of their shells and were not afraid to stand up for what they believed in or to vote differently than their friends. I learned how important teacher support is within the classroom and LIFT has impacted my interactions with my employees as I can better understand their decision making rationales.” —Paul Reimers, LIFT Facilitator, Swingle Lawn, Tree and Landscape Care
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2016 BBB DENVER/BOULDER ANNUAL REPORT
2016 SCHOLARSHIP SPONSORS
in partnership with DenverBiz Tech Expo
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Support and leadership are crucial, and we are grateful for the time and talent brought to the BBB and Foundation by our volunteer boards. Thank you!
2016 BBB BOARD OF DIRECTORS
CHAIR Vicki Pine
CHAIR-ELECT Greg Livin
SECRETARY Brenda Jones
TREASURER Mark Renn
IMMEDIATE PAST CHAIR Carlos Pacheco
MEMBERS
Chris Boumeester
Bill Cook
Kimberly DeLashmit
Juli Dimos
John Eckstein
Sue Fuqua
Michelle Gilly
Larry Harte
James Horning
Kim Oberg
Scott Shields
Kirby Slunaker
Jerry Vigil
Richard Whipple
Director of Administrative Services, Swingle Lawn, Tree & Landscape Care Principal, Stratagem CPA President, Premier Commercial Interiors President, The CS Team CEO, Premier Members Credit Union
Sr. Vice President, Colorado Asphalt Services President, Howard Lorton Galleries Principal, Orange Marketing Creative Director, Voco Creative Director, Fairfield & Woods, PC President, Mile High Networks, Inc. President, Synergy Telecommunications Chief Operating Officer, Hardcastle Company Builders, LLC Owner, Core Contractors Executive Director for Healthcare Strategy & Consulting, Kaiser Permanente CEO, Family Tree, Inc. President & CEO, REColorado Vice President, Information Technology, Bill Barrett Corporation CEO, Whipplewood CPAs, PC
2016 BBB FOUNDATION BOARD OF DIRECTORS
CHAIR Larry Harte
CHAIR-ELECT Lisa McAlister
SECRETARY Jennifer Mayes
TREASURER Mischa Danaceau
IMMEDIATE PAST CHAIR Chris Stengle
MEMBERS
Scott Bemis
Steve Breitman
Tom Brock
David Brown
Brian Cook
President & CEO, Perfect Processing
Erin Ewata
Vice President, Digital Marketing, Heinrich Marketing
Mike Jenner
Denis M. Murray
Daniel Olvera Leal
Thong (Andy) Phung
Michael Watkins
Tim Wiedeman
Diane B. Zile
Chief Operating Officer, Hardcastle Company Builders, LLC Principal, With Good Cause, Inc. Wealth Advisor, Trilogy Financial Services Director of IT - Infrastructure and Security, Smashburger Director of Business Development, Public Service Credit Union
Director of Business and Community Partnerships, EKS&H President & CEO, Mindful Business Solutions Publisher, Brock Media Vice President/Sr. Relationship Manager, Key Bank, NA
CEO, NexusTek Executive Director, The Children’s Treehouse Co-Founder/Purchasing Manager, ALAS International/Unfi Student Advisory Committee Chair, University of Colorado Denver Co-Founder, Impact Employees Director of Business Development, EverFi Partner, Jera Partnerships, LLC
BBB Denver/Boulder is a membership-based nonprofit 501(c)(6) organization dedicated to promoting and fostering the highest ethical relationship between businesses and the public through voluntary selfregulation, consumer and business education, and service excellence. Founded locally in 1951 and an active member of the Council of Better Business Bureaus (CBBB) based in Arlington, Virginia, BBB Denver/ Boulder offers free information on businesses and charities in addition to dispute resolution, mediation, and arbitration services. BBB provides 24-hour services through its automated inquiry line at 303.758.2100 and website at denver.bbb.org.
The BBB Foundation is a 501(c)(3) nonprofit dedicated to consumer, business and marketplace education. Our offices are located at 3801 E. Florida Avenue, Suite 350, Denver, Colorado 80210. Donations to the BBB Foundation may be tax deductible as a charitable contribution; some donations may be tax deductible as a business expense for corporations. All sponsorship monies and funds collected will be considered as unrestricted unless the donor requests that the funds be used for a specific purpose.
3801 E. Florida Avenue, Suite 350 Denver, Colorado 80210 303.758.2100 denver.bbb.org • findacompany.org • becomeaccredited.org • bbbdenvernonprofits.org • tomorrowsmarketplace.org April 6, 2017
This publication designed by Vickie Denham, Senior Graphic Design Coordinator, BBB Denver/Boulder.