2014 Business Relations Retention Booklet

Align your

business

UST TR ethics

clients

strategy

leader justice

philosophy

results

information

available

integrity priorities responsive

transparency goals promise reporting prosperity morality

marketing

with one of the most

power standards open relationships companies time daily fair disclosure people

helpfulness

cooperation

honor

honesty conduct

recognized symbols of trust

marketplace life money

control

truth right

across North America!

ADVANTAGES OF ACCREDITATION

Serving Denver/Boulder denver.bbb.org

TRUST

I N TH E MAR K E TPL AC E

B B B E I G H T S TA N D A R D S F O R T R U S T

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.

Our Vision An ethical marketplace where buyers and sellers can trust each other.

Our Mission

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.

To be a leader in advancing marketplace trust.

EMBODY INTEGRITY

Approach all business dealings, marketplace transactions, and commitments with integrity.

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LEADER

IN THE COMMUNITY

LO C A L I M PAC T O F B B B

Accredited Businesses and Charities

TWO KEY REASONS WHY BUSINESSES BECOME BBB ACCREDITED • For customer trust and confidence • For enhancement of a company’s reputation

4,030,695

3,373,095

Total website visitors in 2013

Total unique website visitors in 2013

BBB leads as the preferred resource of choice for hiring companies and purchasing decisions

7 7 out of 1 0 0 C O N S U M E R S

Rating sources are among the TOP FIVE INFLUENCERS

on decision to purchase

are familiar with BBB

8 4 out of 1 0 0 C O N S U M E R S are likely to consult BBB and would consult BBB for contractor purchases

7 1 out of 1 0 0 C O N S U M E R S are likely to consult BBB and would consult BBB for in-person purchases in a business or store

2013 BUSINESS REVIEWS READ

*December 31, 2013: 7,723 Accredited Businesses and Charities Data collected from the Nielsen Company (2012), Alexa (2013), CBBB (2013), and MGA Communications (2013)

3

TOOLBOX

FO R ACC R ED ITED B U S I N ES S ES

ACCREDITED BUSINESS SERVICES SITE

ACCREDITED BUSINESS SERVICES SITE Visit our Accredited Business Services website to maximize your BBB accreditation. This “one stop shop” will provide you access to the advantages available to you as an Accredited Business.

Jump start your accreditation by visiting denver.bbb.org and click on Business Login in the upper right corner.

• Download the Accredited Business logo for online and print use.

• Customize your company’s BBB Business Review.

• Take a peek at your company’s statistics to see how many people are viewing your business review.

• Register for an upcoming Advantages of Accreditation Orientation and other events.

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80%+

PROUD OF BBB ACCREDITATION More than eight

in 10 Accredited Businesses mention their accreditation if the topic is relevant to a conversation.

ALIGN

W I T H I N N O V AT I O N

LEVERAGE THE BBB BRAND PROMOTE YOUR BBB ACCREDITATION Various types of collateral are available to help you promote your company’s BBB accreditation: BBB Certificates, Decals, and Stickers • Display your BBB Accreditation plaque, decals and stickers at your accredited location(s).

• Post BBB decals on office doors, windows, storefronts and company vehicles.

• Use the Accredited Business logo on company letterhead, business cards and invoices.

• Add the logo to print ads, flyers, commercials and other marketing and promotional material.

BBB Accreditation on the Go • Bring BBB Accreditation marketing collateral to sales presentations.

• Show BBB Accredited Business plaque at trade shows and events.

• Use BBB magnets on company vehicles.

BBB Accredited Business Sound Bites • Tell your customers and vendors your company is a BBB Accredited Business—in person and over the phone.

• Say “BBB Accredited Business” in telephone on-hold recordings, voicemail greetings and on-air advertising.

Online Visibility • Install the BBB dynamic seal on your company’s A+ BBB Rating website and social Click for Review media pages to let current and future customers know you’re an Accredited Business. The interactive seal provides a powerful backlink to your BBB business review. (See the sidebar for details on how BBB’s brand benefits your company’s SEO).

HOW BBB’s POWERFUL SEO IMPACTS YOU! What is SEO? SEO stands for Search Engine Optimization and is the practice of refining and promoting a website in order to increase the number of visitors who are lead to the site via search engines like Google, Bing, Yahoo, and more.

What’s involved?

SEO takes a lot of different web elements into account. It involves creating online copy that is appealing to the search engines, creating links to your website from other websites, claiming your online business listings, utilizing keywords, and making your site as trustworthy as possible.

Why is BBB’s SEO so strong?

First and foremost, BBB has a network of over 800 million backlinks! In the eyes of search engines like Google, that makes for an extremely trustworthy source. In fact, BBB’s online brand is deemed more trustworthy than websites like Yelp, Yellow Pages, Angie’s List, etc.

How does becoming accredited help my company’s SEO? Your company’s website will join in on that network of over 800,000,000 links—thereby making it more trustworthy and higher ranking in the eyes of search engines. Not only that, BBB’s keywords rank number one locally in many of the major contract industries like landscaping, concrete, roofing, plumbing, attorneys, heating, and so many more.

112 BBBs Across the U.S. and Canada + 400,000 BBB Accredited Businesses = More than 800 Million SEO Links 5

ENHANCED

MARKETING

CON N EC TING CONSU M ERS TO YOU R BUSIN ESS BBB ACCREDITED BUSINESS REVIEW Your BBB Business Review is contains detailed information about your company. Customize your review with specific details related to your company—exclusive to only Accredited Businesses: • Photos – up to 20 • Company logo • Videos – up to three • Descriptions about company products and services • Hours of operation • Service area Customizing your BBB Business Review may assist in increasing your company’s SEO value. Search engines prefer websites with keywords and detail; therefore, the more valuable the information on your Business Review, the more SEO that may be provided.

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ENGAGE

W I T H C U S TO M E R S

SCREENED, APPROVED, MONITORED CUSTOMER REVIEWS BBB provides an interactive way online for your customers to engage with your company through BBB Customer Review program. Customer reviews on our website are easy to post and trusted as authentic. Prior to the posting of a review, BBB sends your company notification and requires confirmation that the interaction occurred. Once the customer review is posted, your company is encouraged to respond.

HOW CAN BBB CUSTOMER REVIEWS BENEFIT MY COMPANY? • Engaging content increases search engine optimization (SEO) to your website.

• Positive reviews may increase referrals to grow your business.

• A positive review can be an extension of your marketing campaign.

• Customer reviews engage your younger demographic customer.

• The BBB confirms each review was written by an actual customer before its posted to ensure trust and integrity.

HOW CAN MY COMPANY GET REVIEWS? • Encourage your customers to write a positive review directly on your BBB Business Review.

• Promote the new option by sharing our social media posts.

• Place your BBB dynamic seal on your website so customers can easily click through to write a review for your business.

• Important - Respond to your customers’ comments or concerns.

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PROMOTE

YOUR BBB ACCREDITATION

PROMOTING ACCREDITED BUSINESSES BBB ONLINE DIRECTORY Another exclusive advantage of accreditation is BBB’s Online Directory. Included in your accreditation is an automatic listing; your company appears by name and industry.

Take a look at your company’s listing today at findacompany.org.

BBB encourages consumers and companies in our community to always do business with a BBB Accredited Business and the Online Directory is the most direct avenue for these consumers to access Accredited Businesses. An average of over 25,000 visitors each month find Accredited Businesses on the Online Directory.

To help you stand out within your industry, you may choose to upgrade your listing to a featured listing to add your company logo, advertisements and include a coupon for products and/or services. Banner advertisements that appear on the directory homepage, above each industry listing and along the side menu are also available. Contact businessrelations@denver.bbb.org or 303.758.1658 for more information.

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GROW

YO U R B U S I N E S S

S AV E T I M E A N D M O N E Y REQUEST A QUOTE LEADS Consumers visiting the BBB website, your Business Review and Online Directory listing can request a bid directly from your company via BBB’s Accredited Business Request a Quote program. Here’s how it works: • Consumer fills out the Request a Quote form and submits it to BBB. • BBB reviews each request to confirm it is an authentic request and sends it to you.

• Your company receives an email and/or text message titled “Lead from your BBB.” In 2013, BBB sent over 12,000 Request a Quotes to Accredited Businesses. BBB strongly recommends you to promptly respond to the consumer; companies that communicate quickly tend to receive the job.

ADDITIONAL BBB SERVICES Alternative Dispute Resolution If your company finds itself in the position where mediation or arbitration is necessary, know that BBB provides these services to Accredited Businesses. One mediation or arbitration per year is available at no charge. BBB uses trained mediators and arbitrators that are not staff and hearings are held at the convenience of both parties. For more information contact Lori Lannholm at llanholm@denver.bbb.org.

As an Accredited Business, if your company desires to use BBB mediation or arbitration services as an alternative to litigation from a dispute, your customer contract should read: “Prior to litigating any dispute arising out of this agreement, customer agrees to mediate and/or arbitrate said dispute through the dispute resolution program offered by BBB serving Denver/Boulder. By agreeing to submit any dispute arising out of this agreement, customer agrees that no dispute shall be submitted to arbitration prior to the exhaustion of informal grievance procedures traditionally used by BBB. Customer further understands that the arbitrator’s decision is legally binding on all parties involved in the dispute.”

54% 54%

65% 65%

REVENUE GROWTH IN 2013 65% of BBB Accredited Businesses experienced revenue growth compared to

Non-ABs NON-ABS

ABs ABS

Money Matters Have you done business with a company and were not paid either in part or full? BBB can help. Money Matters is an exclusive program to assist BBB Accredited Businesses in dealing with non-paying companies. Please contact BBB at 303.758.2100 for details.

Non-Accredited Businesses at 54% revenue growth.

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GROW

YO U R B U S I N E S S

AFFINITY PROGRAMS BBB has created programs with the following partners to bring additional value to your accreditation and provide services geared to helping your company save time, money and increase employee satisfaction. Please reach out directly to our partners and let them know you want to take advantage of the BBB partnership.

PINNACOL WORKERS’ COMPENSATION SAFETY GROUP BBB’s safety group program brings together businesses that are committed to maintaining and enhancing industry-leading safety and claims management practices. Qualifying Accredited Businesses receive access to resources and assistance for establishing safe working conditions. Savings include a four percent discount on workers’ compensation premium, eligibility for a safety group dividend and improved risk management and loss control. Contact businessrelations@denver.bbb.org or 303.758.1658 for additional information.

MOUNTAIN STATES EMPLOYERS COUNCIL (MSEC) MSEC represents employers in aspects of employment law, human resources, training and surveys. BBB Accredited Businesses with 10 or fewer employees receive a 50% discount on MSEC membership. For more detail, visit msec.org or contact David Murphy at dmurphy@msec.org, 303.223.5479.

PUBLIC SERVICE CREDIT UNION (PSCU) PSCU offers many benefits to its members including: a personal benefit representative to educate and answer questions from managers and employees, direct deposit for employer payroll, free and premier business checking accounts, small business loans and free credit score analysis. Get in touch with Sandra McGill at sandram@pscu.org, 303.691.2345 for more information.

MERCHANT SERVICES Does your company accept credit cards from customers and vendors – or are you interested in accepting credit cards as payment? Reach out to our affiliate partners to receive a free analysis of your credit card statement and get a better understanding of how to get the most out of merchant services.

Contact Brian Cook at Perfect Processing, bcook@perfectprocessingllc. com, 303.741.2874 or Sean Gifford at TransFirst, sgifford@transfirst.com, 303.625.4131.

REFER AN ACCREDITED BUSINESS

Start With Trust

®

Do you know a business that embodies integrity and promotes trust?

Refer a company that you feel would meet our “BBB Eight Standards For Trust” and would like to align with one of the most recognized symbols of trust across North America. To refer a business, contact Business Development at apilarski@denver.bbb.org.

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REFER A

TRUSTWORTHY

BUSINESS

NETWORKING

A N D E D U C AT I O N

S I G N AT U R E N E T W O R K I N G E V E N T Join your local BBB on August 14 and wager your luck at Monte Carlo Night—an exciting evening of food, drink, and the chance to win big! This event is a great way to meet other Denver/Boulder area business owners or to just get out for a relaxing night of entertainment. Just like the James Bond films that took place in Monte Carlo, you’ll be a treated to a glamorous night of intrigue and just the right amount of risk. Keep an eye on the events section of our website as we’ll be posting more details as the event approaches. We aren’t bluffing—it’s going to be great!

E D U C AT I O N S E R I E S - D E N V E R . B B B . O R G / E V E N T S BUSINES S•

At a Glance

R

I• O

OWTH GR

BBB ROI Series Results of Integrity

Conventionally, ROI stands for “return on investment.” However, integrity may be the single most important practice in which a company can invest.

SS SINE • EMP OW BU GROW NT • TH ME ER

BBB Empowerment Series BBB & Mountain States Employers Council Partnership

Employees are key to the growth and success of any business. An organization with satisfied employees demonstrates employee retention and a sense of community.

Sponsorship ������ 4 Programs including: Packages, Panels, Workshops Event Details ���� Generally held 8:00 - 10:30 am Expected ������������ 40+ registrants Attendance Demographics: Professionals of all levels and roles Topics Include: Social Media: It’s Not a Fad, Business Identity Theft Tickets are discounted for BBB Accredited Businesses and Charities

At a Glance Sponsorship ������ 4 Programs including: Packages, Presentations, Panels, Workshops Event Details ���� Generally held 11:00 am - 1:30 pm during lunch including networking, presentation/panel and Q&A Expected ������������ 80+ registrants Attendance Demographics: Professional leaders, including executives, entrepreneurs, HR leaders Topics/Presentations Include: Affordable Care Act, Instilling Company Standards and Expectations Tickets are exclusively offered to BBB Accredited Businesses & Charities

ESS • BREAK FA SIN S BU T ‘N ES • GRO W BYT TH

BBB Breakfast ‘N Bytes Software Training Program

Learn Microsoft Office, one of the world’s most widely used office platforms.

At a Glance Sponsorship ������ 4 Programs including: Packages, Trainings, Workshops Event Details ���� Generally held 8:00 - 10:00 am Expected ������������ 40+ registrants Attendance Demographics: Professionals of all levels and roles Training Includes: Outlook Training, Excel Training Tickets are exclusively offered to BBB Accredited Businesses & Charities

SINESS • GO BU VE R T EN NM • GROWTH

BBB Government Program Education and Business Opportunities

Learn about the legislative issues that impact your business.

At a Glance Sponsorship ������ 5 Programs including: Packages, Panels, Presentations Event Details ���� Generally held 8:00 - 10:30 am including networking, presentation/panel and Q&A Expected ������������ Demographics: Professional leaders, including executives, Attendance entrepreneurs, marketing leaders Topics/Presentations Include: Attorney General’s Office, Procurement Panel, Identity Theft and Cyber Security Tickets are discounted for BBB Accredited Businesses and Charities

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UST R T ethics

clients

strategy

leader justice

philosophy

results

marketing

available

integrity priorities

promise morality

information responsive

transparency goals reporting prosperity

power standards open relationships companies time daily fair disclosure people

helpfulness

cooperation

honor

honesty conduct marketplace life money

control

truth right

BBB Serving Denver/Boulder Business Relations Department 1020 Cherokee St. Denver, CO 80204 303.758.1658 businessrelations@denver.bbb.org denver.bbb.org

April 23, 2014

This publication created and co-designed by Vickie Denham, Graphic Designer, BBB Serving Denver/Boulder.