BBB Business Connection - Summer 2017

Summer 2017

B USINE S S CO N N E CT ION Better Business Bureau Serving Central, Northern, & Western Arizona A quarterly magazine for BBB Accredited Businesses

Former & current BBB Board members bond on summer African safari.

See photos inside.

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

BBB BOARD OF DIRECTORS OFFICERS:

In This Issue...

YAVAPAI COUNTY ADVISORY COUNCIL

Chair - David Lorenz: First Fidelity Bank

OFFICERS:

Vice Chair - Ken Bonham: Lucid Agency

Chair - David Barrett: Barrett Propane

Treasurer - Mike Bontrager: Adolfson & Peterson Construction

Your Business Could be the Next Torch Awards for Ethics Winner

Vice Chair - Susan Abbott: Home Instead Senior Care

Secretary - Carrie Young: SRP

MEMBERS:

Immediate Past Chair – Gary Sneed: Desert Schools Federal Credit Union

David Franz: Ridgeline Builders, LLC

Connie Manning: Prescott AAA Arizona

DIRECTORS:

Neal Sheller: Prescott Chamber of Commerce

Kim Anderson-Matich: Anderson Security Agency, Ltd. Maria Barquin: La Campesina Radio Brian Burt: Snell & Wilmer, LLP Ron Cohen: CRC Broadcasting

BBB INSTITUTE FOR ETHICS

John P. Curran: U.S. Postal Inspection Service

OFFICERS:

Rick Dircks: Dircks Moving & Logistics

Chair - Bill Verdini: Emeritus Dean ASU/W.P. Carey School of Business

Mike Donley: Donley Service Center

Vice Chair - Gary Sneed: Desert Schools Federal Credit Union

Ambrose Earle: Shamrock Foods

Treasurer - Brian Burt: Snell & Wilmer, LLP

Ash Hachmeister: beni.fit

Immediate Past Chair - Larry Seay: Community Volunteer

Tom Higginbotham: Sun Devil Auto

Secretary - Matthew Fehling: Better Business Bureau

Andrew John: John's Refrigeration Heating & Cooling

DIRECTORS:

Joe Kelly: Triad Consulting Group

Brian Mohr: Y Scouts

Asst. Chief Michael Kurtenbach: Phoenix Police Dept.

Peggy Baker: Community Volunteer

Kevin Lange: Reveal Concepts Co.

Joe Dean: Dean Enterprises

Cheryl Lewis: Isagenix

Jim Donley: Donley Service Center

Tom Licurgo: Ashley Furniture Homestores

Tom Fannin: Coldwell Banker

Mike McGuirk: ProCopy

Marty Laurel: Community Volunteer

Nathan Mendanhall: Sonora Quest Laboratories

Katie Osbourne: Community Volunteer

Brian Mohr: Y Scouts

Gary Volkenant: Community Volunteer

Curt Morgan (ARAC): Shadow Mountain Auto Service

Independent Legal Counsel

Garry Ong: Mu Shu Asian Grill Restaurants

Andrea Lovell, Ryley Carlock & Applewhite

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. Greg Torbenson: Postal Inspector Team Leader Bill Verdini: Emeritus Dean ASU/W.P. Carey School of Business

Mike & Marjorie Arce from Loud Rumor

Steve LaFleur: Prescott Import Car Service

President - Matthew Fehling: Better Business Bureau

Nominations are now open for the 2018 BBB Torch Awards for Ethics. Find out how you can self-nominate on page 13.

Past BBB Torch Awards for Ethics winners & judges shared their personal experience with the award application and judging process at BBB’s recent Torch Awards for Ethics Symposium, page 26.

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A Message from BBB’s President/CEO

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Arizona BBB Speakers Bureau

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From Start-up to Sold — Secrets of Success

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MiCamp Celebrates Four Years as BBB Sponsor

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Millennials’ Trust in Brands Comes with High Expectations

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Connecting with Businesses & Consumers in the Community

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2017 BBB Ethical Champions

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Unique Ways to Attract New Business

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BBB Experts Answer Your Questions

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Is Your Business Complying with Arizona’s Sick Pay Leave Requirement?

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Calling for BBB Torch Awards for Ethics Nominations

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Customer Service Lessons from an A/C Repairman

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BBB Board Members Bond in South Africa

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BBB Torch Awards for Ethics Symposium

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BBB Integrity Golf Classic & Online Auction

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Thank You BBB Media Sponsors

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Upcoming Events & Educational Seminars

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Content 101: Five Tips for Engagement

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Need Help? Contact BBB’s Accredited Business Support Team

Celia Waddington: Ignite Creative Services Tyler Yates: Yates Buick GMC

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Hello & Welcome

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hen BBB Accreditation is earned, it tells a story about your belief in creating and maintaining trust in business. Reputations are built on standards like: Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honor Promises, Be Responsive, Safeguard Privacy and Embody Integrity. Thank you for living these BBB Standards For Trust.

It is an exciting time for BBB and our Accredited Businesses around Greater Arizona. Our campuses in Maricopa, Mohave, Yavapai and Yuma counties are a tangible gift to support our community of trustworthy businesses. From educational to networking opportunities, each campus features events, meeting and training space to accommodate your business needs. This publication is also a gift to create inspiration, conversation and engagement.

We’re proud to be the number one trade association in the Phoenix Business Journal’s Book of Lists since 2008, a Top Company to Work for in Arizona since 2013 and on the 100 Best Arizona Companies List for 2017.

Thank you again for your support!

Matthew Fehling President/Chief Executive Officer

BBB’s Business & Community Center offers Accredited Businesses, partners and the general business community free* meeting and conference space for meetings, trainings, and events. reservations.arizonabbb.org *some restrictions may apply

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

FROM START-UP TO SOLD

Secrets of Success from a Multi-Million Dollar Company

By Susan Brooks, Founder of Cookies from Home (pictured right)

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eing an entrepreneur and growing a sustainable business is not for everyone. It’s exhilarating…and exhausting.

My husband and I are the founders of Cookies from Home. We started ‘from scratch’ and over 30 years, grew into a multimillion dollar, award-winning company and sold. We hired 3,000 people and sent cookies to the White House and all around the world. We survived recessions, depressions, and celebrated 30 Christmas seasons generating $1 million in three weeks, most years.

Yet, what kept me awake at night throughout those 30 years were the same two questions: How can I generate more revenue? and How can I make more profit?

Forty percent of new businesses fail in the first year and 80 percent in five years.

Why? Because owners are technicians, not business people and they do the following: • Have trouble managing their business, from personnel to systems to finance • Don’t have clear goals and identifiable benchmarks for financial success

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• Find themselves overworked, overwhelmed, understaffed, and not as profitable as they could be • Come to dread the work they used to love, and rather than owning a business, they own a job Three significant ingredients will provide clarity and focus to make good decisions and grow a business successfully: 1. Know what you are really selling. It’s more than a product or service. Think Disney, Revlon, Allstate. What you are really selling must be a reinforced experience at every customer touch point.

2. Know your customer. What are 10 things you know about your customer?

What challenges do they face? Think like your customer.

3. Know who YOU are…and what makes YOU different. Branding is who you are as a company. It’s strategic. Marketing is how you deliver your brand’s consistent message and that’s tactical.

Wanting success is not enough. You must take action. What is one thing you can do today to take action on any one of the three ingredients for success?

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

MILLENNIALS’ TRUST IN BRANDS COMES WITH HIGH EXPECTATIONS

Lucid Agency

How small businesses can build trust by giving back

By Myriam Cruz, BBB Director of Community Relations

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So, how can companies incorporate social responsibility into business choices to assist them in generating consumers trust? We asked BBB Accredited Businesses to share how they are giving back to the communities they serve and here are their stories.

eople expect more from business interactions today, with a commitment beyond just offering a service or transaction. There is a movement in today’s consumer marketplace — particularly by younger consumers — where great value is placed on social engagement and corporate social responsibility (CSR); but what does corporate responsibility mean and why should small businesses care?

continued on page 10 8

Lake Havasu City Properties

Recipient of the 2016 Phoenix Business Journal Community Impact Award, Lucid Agency While there are many definitions for believes that creating a culture of philanthropy CSR, ultimately, it is a company’s sense of within the workplace benefits employees as responsibility towards the community and much as the communities they serve. environment in which it serves. CSR goes beyond following laws and regulations when With a two-level strategy, Lucid Agency gives conducting operations and focuses on social back as a company but also encourages employees and environmental impact. For this reason, to support causes individually. As a company, larger companies might create foundations hours of pro-bono services are donated to help through which they financially support causes local nonprofits with branding and design that closely align with their brand. Others offer services. In 2015, Lucid Agency supported Paz resources in the form of services, materials or de Cristo with branding and design. time donated.

Individually, founding partners Scott According to findings from the 2015 Cone Kaufmann and Ken Bonham set the example Communications Millenial CSR Study, nine- supporting causes close to them. Scott is active in-10 Millennials would switch brands to with Celebrate Autism, Arizona Vision and one associated with a cause. Furthermore, Hearing and ASU Alumni; while Ken is a board consumers and employees should include member of Better Business Bureau and the corporate social responsibility in their criteria Arizona Coyotes Foundation of the National of trust and engagement.

Hockey League. Other Lucid Agency team

Barrett Propane

Lucid Agency - Scottsdale

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

Millennials’ Trust in Brands Comes With High Expectations, continued

2017 BBB ETHICAL CHAMPIONS RECEIVE $5,000 IN SCHOLARSHIPS

Lake Havasu City Properties - Dan Baker

members support Big Brothers Big Sisters, St. Vincent de Paul, and Arians Family Foundation.

Dan Baker supports causes close to his heart and steps up in times of need. A few years ago, a little boy was killed in a residential neighborhood by a speeding car and Baker made 500 signs to remind drivers to slow down in residential areas. When creating his company’s hot air balloon, he asked kids in the community to design the balloon and now proudly displays the chosen girl’s design.

Additionally, he uses his personal airplane to fly people who are very sick or don’t have the ability to travel for medical treatment - Angel Flights expenses are all covered by him.

Barrett Propane - Prescott While Barrett Propane is involved several causes, such as the Kiwanis Club of Prescott, The Primavera Open, and Boys & Girls Clubs of Central Arizona, the company is known for their pink trunk, which supports breast cancer awareness. A portion of the proceeds from the pink truck are donated to The Breast Care Center at the Yavapai Regional Medical Center.

Last September, Barrett Propane donated $3,966.45 through their pink truck. Similarly, the company has donated more than $5,000 over the past two years to local veteran causes through its Veterans truck.

From left to right: BBB President Matthew Fehling, Ethical Champions Whitney Weaver & Charles Walker, and Isagenix V.P. of Corporate Affairs Cheryl Lewis

Thank You

BBB Ethical Athlete Scholarship Title Sponsor 10

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wo years ago, Better Business Bureau (BBB) had a powerful thought...it’s never too early to make ethics a big deal. For this reason, the BBB Ethical Athlete Scholarship, powered by Isagenix, honors Arizona student athletes who do the right thing no matter who is watching. In May, BBB recognized Charles Walker from Desert Edge High School in Goodyear and Whitney Weaver from Mountain View High School in Mesa as 2017 Ethical Champions and awarded each an additional $2,500 scholarship.

from drugs. The friend’s parents had been monitoring their son’s texts and social media accounts. They noted that Walker was the only friend who advised him to avoid drugs and even offered to pick him up from dangerous situations.

Senior soccer player Weaver, confronted a peer who was cheating on tests. On the field, Weaver went against a coach’s advice to avoid interacting with less skilled players because it would lessen her chances of making the varsity team her freshman year. Doing the right thing, Weaver reached out to new teammates and not only offered friendship, but also trained with them to help them make the team.

Senior football player Walker, found himself in an awkward situation when a close friend started doing drugs. He had to tell the truth knowing that he would be labelled a “snitch.”

In her nomination, Walker’s mother shared how the friend’s parents contacted her to thank Walker for trying to steer his friend away

Learn more about BBB’s Ethical Athlete Scholarship at athlete.arizonabbb.org.

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BBB BUSINESS CONNECTION

BBB EXPERTS ANSWER YOUR QUESTIONS

BBB BUSINESS CONNECTION

Calling for 2018 Torch Awards for Ethics Nominations

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our company could be named a 2018 BBB Torch Awards for Ethics winner! BBB's Torch Awards for Ethics recognize outstanding businesses in Arizona with an ethical culture. Fifteen finalists are selected from all nominees by third-party judges. Why not nominate your business for this coveted award? Businesses can selfnominate at torchawards.arizonabbb.org.

Nominate your business today.

BBB Board Members Bond in South Africa Top right photo: Mary Hall, Peggy Baker, Carrie Young (SRP), Elaine Ralls (Commit Agency)

Joanna Holt, BBB Accredited Business Support Specialist

Carolyn Morrison, Conciliation & Engagement Specialist

Q.

Q.

How do I make a payment or update my payment information with BBB?

A.

How can a company with so many complaints have an A+ rating?

A.

​ BB Accredited Businesses (AB) may pay B accreditation and other fees through a secure online payment form by logging into the Accredited Business website at login.arizonabbb.org. Once logged in, click on the green “Renew Your Accreditation” icon to access the payment form. For questions, contact the AB Services Hotline at 602-264-1727 to speak to a specialist.

A business’ rating with BBB consists of 13 factors, two of which are complaint volume and size of business. A large company that receives a large number of complaints and takes the time to respond and resolve such complaints may or may not see an impact to its rating. On the other hand, a small company that receives few complaints but doesn’t respond or resolve any of them would result in a low rating. Complaint volume is always compared to company size and therefore affects small businesses more than large entities.

To learn more about how BBB Ratings work, you can watch our Ask BBB YouTube video.

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BBB BUSINESS CONNECTION

upcoming events

BBB INTEGRITY GOLF CLASSIC & ONLINE AUCTION

september 7 | 3 Simple Steps to Create or Improve Your Business Budget from 8:30 a.m. to 10 a.m. Presented by Carine Dieudé and André Wilson — a free and interactive seminar open to the entire community as part of Money Month in Arizona

12 | How to Handle Anonymous Users Defaming My Business on the Internet from 11:30 a.m. to 1:30 p.m.

Presented by Kevin Heaphy from Ryley Carlock & Applewhite

Photo courtesy of the Legacy Resort

13 | How to Deliver Exceptional Customer Service

Tee Off or Donate a Service to Fund Scholarships for Ethical Students!

Integrity Golf Classic

Integrity Online Auction

The Legacy Resort, Wednesday, October 11, 2017

BBB is calling on Arizona companies to donate their products & services to benefit scholarships for ethical high school students. Bidding will go live October 2 & ends October 11. All companies who donate will be promoted on BBB’s event website & within our

10:30 a.m. Shotgun Start, 3:30 p.m. Dinner & Awards Reception

Click here to sign up to golf or for more information.

from 8:30 a.m. to 10 a.m. Presented by John Courtis from the Yuma Chamber of Commerce (takes place in Yuma)

21 | How to Create a Successful Team from 11:30 a.m. to 1 p.m. Presented by Wendy McClellan from Structure for Success, LLC

22 | Welcome to BBB Accreditation Webinar from 10 a.m. to 11 a.m. Presented by Faustine Chan from BBB

october 11 | BBB Integrity Golf Classic Shotgun start at 10:30 a.m. at the Legacy Resort

23 | Welcome to BBB Accreditation Webinar from 1 p.m. to 2 p.m. Presented by Faustine Chan from BBB

community of 11,500 Accredited Businesses.

Click here to donate or for more information.

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Register at events.arizonabbb.org

Mark your calendars for these upcoming educational & signature events. Unless otherwise indicated, all events take place in the Phoenix area. Seminars are free for BBB Accredited Businesses.

BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION In appreciation of four years of continued sponsorship, BBB Community Executive Katie Schaab visted MiCamp President Micah Kinsler. MiCamp is a BBB media sponsor & partners with BBB in our mission to advance marketplace trust.

Arizona BBB Speakers Bureau is a free connection service to locate speakers for your next meeting or event.

Since 1978 YOUR COMPLETE AUTO SERVICE PROVIDER Our Services Include...

Maintenance

By Faustine Chan, BBB Communications & Events Manager

I

f you are looking for a speaker for your next event or meeting, check out the Arizona BBB Speakers Bureau. You’ll find a database of experienced speakers and thought leaders for your next meeting or event. Speakers are reviewed by BBB to verify their credibility and experience.

Lube, Oil & Filter, Tire Rotation, Brake System, Multipoint Inspections, Battery, Major Service

Once you submit a request for a speaker at speakers.arizonabbb.org, BBB will connect you with the speaker by making an introduction that includes contact information. BBB will followup with the event organizer and speaker for feedback.

Cooling System

Radiators & Repairs, Flushes, Thermostats, Heating/Cores, Belts & Hoses

Transmissions

Automatic, Standard, 4 x 4 , Rebuild

Auto Glass

Visit speakersbureau.arizonabbb.org to With over 50 expert speakers, you can find a learn more. If you are a speaker and would like variety of topics including leadership, customer to be part of the Arizona BBB Speakers Bureau, service, social media, marketing and much apply at speakers.arizonabbb.org. There is more! Requesting a speaker is easy and free. currently no cost to be listed.

Mobile Service - Replacement & Repair Window Tinting

Family Owned & Operated Open Mon - Fri 7am-6pm Saturday 7:30am-5pm Closed Sunday

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Engine Diagnostics, Tune Up, Fuel System, Computers, Electrical, Charging System, Emission, Performance

Ride Handling

Alignments, Suspension, Struts & Shocks, Bearings, Wheel Balancing, Steering

Drivetrain

Valve Jobs, Engines, Oil Leaks, Clutch, Drive Shaft, CV & U Joints, Timing Belt

Air Conditioning Service & Repair

...and So Much More! ASE Certified Technicians We perform only the work you authorize We guarantee our work in writing Same day service Competitive pricing

19 Valley Locations Online Appointment Scheduling @ www.SunDevilAuto.com Fleet Accounts Welcome!

Sun Devil Auto, BBB Media Sponsor

Technical

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

CONNECTING WITH BUSINESSES AND CONSUMERS IN ARIZONA Creating a Community of Trustworthy Businesses

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hrough four campuses in Phoenix, Prescott, Lake Havasu City and Yuma, BBB offers numerous resources.

Most importantly, BBB connects with our community by attending events, making presentations, conducting media interviews, and supporting local business organizations and nonprofits.

BBB staff tour at ABC15

Lake Havasu City Accredited Businesses learning at BBB University

Presentation to residents of Harrison Haven in Kingman

Next time you are out and about in the community, look for BBB’s familiar faces.

BBB President/CEO and Air Conditioning Industry Association Committee at Mechanical Trade Contractors of Arizona luncheon.

Ethical Athlete Rachel Valentine from Mingus High School

La Campesina 88.3FM interview on scams targeting Hispanics

Felicia Thompson, Vice President of Communications

Myriam Cruz, Director of Community Relations Yuma County’s Elder Abuse Coalition celebrating World Elder Abuse Awareness Day.

Elaine Cullen, Regional Director Mohave County Campus

Radio interview with Yuma’s KAWC 88.9FM on scams

BBB Seminar “Dealing With Difficult Customers” by Karen Safford

BBB booth at Phoenix Business Journal’s Nonprofit Summit

Marilyn Huffman, Regional Director Yavapai County Campus

Yuma Accredited Businesses learning at BBB University

BBB booth at Mexican Consulate event in Bullhead City BBB named Top Company to Work for in Arizona for the fifth year in a row!

Janet Torricellas, Regional Director Yuma County Campus

Accredited Business AC Medic at YCCA Home & Garden Show

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BBB BUSINESS CONNECTION

Unique Ways to Attract New Business

From Four Arizona Business Owners

Bob Hittenberger — President of Best Glass We utilize sales representatives, industry specific directories, networking groups, pay-per-click marketing, community advertising and, of course, a dominant web presence. We are very fortunate that over 50 percent of our business comes from repeat customers and word-of-mouth. All of these efforts are bolstered by the fact that we’re a BBB Accredited Business with an A+ rating.

BBB BUSINESS CONNECTION

Dr. Heidi Jannenga — President & Co-Founder of WebPT Many of our new customers are word-of-mouth referrals from loyal members who have become raving fans over the years. But this is no happy accident. We’ve fostered a culture of treating all members as true stakeholders in the company.

We not only continually ask for their feedback with tools such as a Net Promoter Score, but also act on it. Additionally, we always strive to deliver value beyond our software capabilities. One way we do this is by providing a robust library of resources where members can find the latest industry news, as well as tips for driving business growth and achieving success in their practices.

BBB Accredited Since 2010

BBB Accredited Since 1991

Mark Hansberger — President of Hansberger Refrigeration & Electric Daniel Dains — Owner of Ajo Al’s

One way we attract new customers is by encouraging staff to attend community functions. Participating in local nonprofit events either working or attending, affords the opportunity to engage in meaningful conversations with new people and begin building a level of trust. We belong to BBB because it helps us build trust; the very foundation of business.

Being in business for over 30 years, there is always room to grow our customer base. Participating in local festivals such, as the Arizona Taco Festival, is a great way to get our brand in front of a large and diverse audience.

BBB Accredited Since 2004

BBB Accredited Since 2016

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BBB BUSINESS CONNECTION

BBB BUSINESS CONNECTION

IS YOUR BUSINESS COMPLYING WITH ARIZONA’S MANDATORY PAID SICK LEAVE REQUIREMENT?

By Jennifer Ward, Employers Council, Arizona President

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BOOK A ROOM OR SPEAKER TODAY! reservations.arizonabbb.org

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off or to request documentation of the reason for time off.

rizona voters passed Proposition 206 on November 8, 2016. Prior to the election, the vast majority of the discussion about the initiative had to do with its provision increasing the state minimum wage. However, another provision has made this initiative one of the biggest changes to Arizona employment law in over a decade. Every employee in Arizona is now entitled to receive paid sick leave from their employer, regardless of the number of employees or annual revenue.

If an employer already offers a voluntary time off benefit, such as PTO or vacation, the law does not require that additional time be given. The law does, however, require that the existing time off benefit meet all requirements of the new law. This means that the majority of employers have had to make some adjustments to their existing policies. Two of the most common required changes are including parttime employees and allowing unused time to carry over year to year.

Businesses with 1-14 employees must allow the accrual of up to 24 hours of paid sick leave per year, and businesses with 15 employees or more must allow up to 40 hours to accrue.

Employees can use paid sick leave for their own illness or medical appointments, or those of a family member. Employers have limited ability to require advance notice of the need for time

The law took effect July 1, 2017. If a company has not yet begun to comply, leaders should seek legal counsel immediately to begin accruing the appropriate amount of paid sick leave for each employee and ensuring that a policy is in place to minimize potential claims.

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BBB BUSINESS CONNECTION

CUSTOMER SERVICE LESSONS FROM AN A/C REPAIRMAN

“It is important to remember that customers don’t really know what we do, and [in the AC business] they kind of expect bad service. So when we go above and beyond they notice.”

– Andrew John, John’s Refrigeration

By Myriam Cruz, BBB Director of Community Relations

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Lesson #3: Don't let “hot heads” multiply. Remember the saying “two heads are better than one”? Well, not when it comes to “hot heads,” short tempered people that become very angry and frustrated, especially when faced with a problem. While it can be difficult to deal with a “hot head,” staying “cool” and composed can help deescalate the situation to arrive at a solution much quicker.

hen it comes to dealing with tough customers, those working to solve airconditioning (AC) problems during Arizona’s hot summer months might have unique insight on how to handle difficult situations. For this reason, Better Business Bureau (BBB) asked members of its Air Conditioning Industry Advisory Committee (ACIAC) to share customer service lessons from their AC repairmen.

Lesson #4: Walk the talk, but talk clearly. Most consumer issues are the result of miscommunication.

Communicate clearly, especially when it comes to price and timelines.

Do what you say, when you say, and let consumers know of changes immediately or at least within 24 hours.

Most importantly, have systems in place to avoid communication issues.

Lesson #1: Answer the call, even if it is the 11th time. Customers experiencing tough or timely issues usually require extra attention. Remember what it’s like to be on the customer's side. Whether it is the 10th email or 11th call, respond kindly and in a timely manner.

Lesson #2: Respond quickly, but take time to execute accurately. Be quick to respond, but make sure to take the necessary time to identify the right issue to address accurately. Acting too quickly can lead to faulty execution, which doesn't serve the customer or the company.

Lesson #5: Do the right thing, no matter what. Mistakes happen, issues arise, but it’s how they are handled that matters. Honoring prices, admitting mistakes, and making things right, even if it means losing money, is better than jeopardizing a good reputation.

Go above and beyond when possible.

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BBB appreciates the contributions of the ACIAC volunteers (pictured from left to right) Rich Morgan: Magic Touch Mechanical; Louis Hobaica: Hobaica Services, Mike Littau: Day & Night Air Conditioning/Heating; Jim Donley: Donley Service Center; Danny Kregle: Efficiency Mechanical II; Kevin Howard: Howard Air; Sissie Roberts Shank: Chas Roberts Air Conditioning, Inc.; Joel Harris: Sterling Services; Daniel Ozment: Climate Pro Air Conditioning; C. Andrew John: John's Refrigeration, ACIAC Chairman; Jim Probst: George Brazil Air Conditioning (not pictured)

BBB BUSINESS CONNECTION

Thank You BBB Media Sponsors

Sponsored by:

ADAMS

BBB Torch Awards for Ethics Symposium

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DIAMOND REFRIGERATION CO. SINCE 1947

ast Torch Awards for Ethics winners & judges shared their personal experience with the application and judging process August 24, 2017 at the BBB Maricopa County Campus. Some recommendations made for future applicants include:

EMERALD

• Communicate the "heart" of your company in the application Air Conditioning Plumbing | Solar

• Do not leave any answers blank • Attach plenty of relevant support documentation

PLATINUM

• Passionately represent your company when appearing at the in-person judging • If you are too busy to complete your application, consider assigning someone in your office (or better yet, a team) that shares your vision to do it for you.

SINCE 1971 10261 N. SCOTTSDALE RD., SCOTTSDALE AZ 85253

BUY • SELL • TRADE

To view the symposium in its entirety, click here.

GOLD

Facilitator & Panelists

SILVER

FACILITATOR BRIAN BURT Partner, Snell & Wilmer & Emerging Business Group Chair

JOSH CHAMPION

SARAH GUIDAS

Owner, Champs Family Auto, 2017 Torch Awards for Ethics Winner

Marketing Director, Loud Rumor, 2017 Torch Awards for Ethics Winner

BRONZE & COPPER

. Advanced Auto Service & Tire Centers . All Seasons Retractables Alert Cleaning Services, Inc. . Arizona Kitchens by Max. . A Smooth Move . Austin Fleck Property Management AZHomeBuyer.com Azex Pest Solutions . Basurto General Contractor . Berge Ford . Brewer’s Air Conditioning & Heating, Inc. . Capstone Roofing . CBN Building Maintenance Champ’s Auto Repair Service . Dusty Creek Builders, Inc. . Earth Water Fire Ed Whitehead’s Tire Country . Fixtures Done Right LLC . Goodmans Interior Structures . Hobaica Services, Inc. . JC Tarasco Construction & Painting . Joseph’s Coat Painting . Kelly Clark Automotive Specialists . Kino's Painting & Remodeling Landscape Authority, LLC . Linda Booker Realty Lodi Garage Doors and More MasterTech Pest Solutions . Metro Movers . Monsoon Roofing . P.J. Hussey & Associates, Inc. . PrivEnergy Group . Randall J. Craig Attorney at Law . Renco Roofing . Sam’s Auto Body Savage Air Conditioning, Inc. . Sexton Pest Control S&S Southwestern Management . True View Windows Absolute Comfort Heating & Cooling

JOANNE MACDONNELL Deputy Ombudsman, Arizona Ombudsman - Citizens’ Aide, Torch Awards for Ethics judge

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DAVE RICCIO

Owner, Tri-City Transmission Service, Inc., 2016 Torch Awards for Ethics winner & 2017 International Torch Awards for Ethics winner

Velarde Floor Covering Viking Pest Control

BBB BUSINESS CONNECTION

CONTENT 101: FIVE TIPS FOR ENGAGEMENT

BBB BUSINESS CONNECTION

NEED OUR HELP?

By Commit Agency

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ngagement has become a buzzword—and not just in the wedding industry. Employees who feel engaged at work are more likely to report high job satisfaction.

Consumers who engage with a brand are more likely to buy. Viewers invest time or money in companies whose ad campaigns are engaging and interactive.

our website for details." "Act now to get your free sample." Interaction is more than tired CTA (Call to Action) buttons or prompts found at the end of sales-focused blogs. Remember, this is about building a better relationship with your audience. Invite them into your content, and thus into your world.

• Leave your comments below.

Here are ways you can engage more effectively with your readers, members or consumers.

• Take this quiz to determine your magical household.

Make Yourself Human

• Join our network to get free coupons.

Consumers aren’t keen on interacting with faceless corporate drones. We get enough of that from the IRS or our phone company. Post blogs with a byline. Make someone in your company the face and personality of your social media page. Or consider giving your company its own personality. We don’t necessarily advocate going as far as national fast-food chain Wendy’s did with their brutal early 2017 Twitter account, but hey, I bet their sassy social media writer drew at least a few thousand McDonald’s converts.

Engagement, whether on social media or through an ad campaign, is a critical element of marketing success. For example, market research conducted by Chadwick Martin Bailey in 2010 showed that engaged consumers are more likely to recommend or buy a product/ service they follow on social media. By incorporating the suggestions above, you shift the paradigm from a company focus (How can we get more sales?) to a client focus (How can we better serve our customers?). It’s a win-win for you and your audience.

Invite Interaction

For three more engagement tips, visit

"CLICK HERE to learn more!" "Visit

Call BBB’s Accredited Business Support Team toll-free at (844) 220-8730 or yourbbb@arizonabbb.org Live Chat at bbb.org connect.arizonabbb.org

commitagency.com/blog

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BBB BUSINESS CONNECTION

Thank You for Upholding 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.arizonabbb.org

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