Torchlight - Fall 2024

TORCHLIGHT

BBB® | Fall 2024

MWSC School Kits helps students start the year off right - pg 4 Dawn Harper Nelson to speak at Torch Awards for Ethics - pg 7 Accredited Businesses sponsor rising stars in ethics - pg 8 Kim and Kenny Blentlinger Midwest Supply Central School Kits

The official magazine of Better Business Bureau® Serving Eastern & Southwest Missouri & Southern Illinois

THE SCHOOL YEAR HAS KICKED OFF, BUT BBB EDUCATES YEAR-ROUND There’s nothing like the start of a new school year. So many exciting things surround this new beginning – students get to meet new people, have new supplies and clothes to show off and get to learn many new things. And even if you’re not a student (or a parent or guardian of one), the end of summer represents a fresh beginning for many people.

While many students get time off during the year, the educational efforts made by your Better Business Bureau happen year-round. From information presented online at BBB.org to education campaigns to newsletters to media interviews and various programs, BBB staff members work diligently to help keep consumers and businesses informed about marketplace trust.

Just like those excited students, businesses are graded on a scale of A+ through F. If a consumer finds a business with a high enough rating that is BBB Accredited, they get a sense of comfort that they will have a good experience. Now, if the consumer fails to do their homework and works with an F-rated business, the chances are much better that something could go wrong with that transaction.

Data from a recent BBB study shows that choosing an Accredited Business reduces the risk of customer dissatisfaction, including getting no response or no resolution to a complaint. Just like in school, doing your homework can pay off.

BBB.org is the ultimate study guide for consumers. It has a wide range of information, including the latest scams, how to protect yourself from identity theft, and hundreds of pre-purchase industry tips. The website contains millions of Business Profiles, which include a

rating, BBB Accreditation status, customer reviews and complaint history. It also features our popular Get-AQuote feature, which links Accredited Businesses to potential customers, and our BBB Scam Tracker, where consumers can report scams and learn what scams are happening in their area.

We want to make sure the public has as much information as possible to help them make the best, most-informed buying decisions. We do that by bringing education to where the people are. In addition to staff members in St. Louis, we have offices and directors placed strategically throughout Missouri (Cape Girardeau, Columbia and Springfield) and Illinois (Quincy).

Those BBB representatives have information and will travel near and far to deliver it. Last year, our regional directors delivered 114 educational speeches to groups in their service areas, including 37 to business groups like local Chambers of Commerce, Rotary, Lions and Kiwanis clubs.

They also went to school themselves, delivering 34 presentations on ethics to high school students across the region. Those presentations include classroom exercises about how students would handle real-life ethical dilemmas – reminding them that doing the right thing is always the right thing to do.

Another avenue we use to teach is through the media.

We have fostered great relationships with media outlets throughout Illinois and Missouri, securing regular spots with TV stations, radio outlets and newspapers.

Last year, our regional directors participated in more than 1,200 media interviews.

BBB TIPS, RIGHT IN YOUR INBOX. Scan to sign up for BBB’s weekly email newsletters for businesses and consumers!

← Business owners can get:

← Your employees can get:

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News, insights and exclusive BBB business tips Updates on BBB events Learning opportunities including webinars and courses

2 | BETTER BUSINESS BUREAU

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Consumer tips for safe shopping, cybersecurity and finding trusted businesses with BBB 1-minute polls to help make businesses better

We use those media appearances to educate the public about the latest scam information and provide tips on various consumer issues. We conduct international scam studies that to date have received over 170,000 media mentions.

BOARD OF DIRECTORS Carolyn Beard

Callier & Thompson Kitchen Bath Appliance

Blake Birner

Renewal by Andersen

Don Brown

Don Brown Chevrolet

Thanks to your support as an Accredited Business, we’re able to work hard to keep the public informed through our social media channels, weekly tips newsletters that go to our 8,000 Accredited Businesses and over 25,000 consumers, and the copy of Torchlight you hold in your hands.

Angela Courtwright

Finally, we’re proud to provide educational opportunities for business owners like you. This year, we began holding quarterly webinars for our Accredited Businesses and launched BBB Learning, an online professional development platform focused on ethics. Our webinars have tackled topics like artificial intelligence tools, a deep dive into BBB data on customer complaints, and customer communication tips. We would love to have you join us at our next webinar in Q4.

Tom Gershman

In this edition of Torchlight, you’ll hear from Accredited Businesses that are dedicated to supporting the educational system, learn more about BBB’s ethics programs for students and discover why education is critical to create a better marketplace.

BBB’s mission is to be the leader in advancing marketplace trust. Our vision is an ethical marketplace where buyers and sellers trust each other. We go a long way toward accomplishing that mission and vision with our educational efforts.

And we couldn’t do any of that work without the support of our Accredited Businesses and Accredited Charities. We encourage you to contact us for your marketplace education needs.

More for Less Remodeling

Terri DeMent Nestlé Purina

Jill Falk

Schnuck Markets

Joe Fisher

DH Pace Company, Inc. Gershman Mortgage

Seth Goldkamp Design Aire Heating & Cooling

Barry Grant

Gonzalez Companies, LLC

Katie Hopkins Truck Centers, Inc.

Greg Kendall Commerce Bank

Sarah Kiefer Maritz

Tom Linhares

Dodge Moving & Storage

Ben Lynch Ameren MO

Meghan McClure RubinBrown

Rose McDaniel Graybar

Stefan Sigurdson Allen Roofing & Siding

Heidi Singleton*** New Honor Society

Todd Smith*

Waterway Carwash

Katie Statler** Caleres

Ben Stegmann Second Mile Service Company

Mary Schwartz Westerhold

Madison Communications

Aaron Windholz McBride Homes

Adriane Yates Spire

Michelle L. Corey**** Better Business Bureau

John Legens Drury Hotels

Ted Liebig

TREND Manufacturing Co.

* Chairman of the Board ** Immediate Past Chair *** Advertising Club President **** President & CEO

Better Business Bureau Serving Eastern & Southwest Missouri & Southern Illinois 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 Phone: (314) 645-3300 Fax: (314) 645-2666 Hannah Kloppenburg, Editor Email: hkloppenburg@stlouisbbb.org Cover photo by Samantha Carmean Photo on page 7 by Arian Zwegers

Michelle L. Corey President & CEO, CAE

TORCHLIGHT

Torchlight (ISSN 1547-2043 USPS 053-540) is published quarterly

by Better Business Bureau, 211 N. Broadway, Ste. 2060, St. Louis, MO 63102. Subscriptions are available to BBB Accredited Businesses only. Periodicals Postage Paid at St. Louis, MO. Postmaster please send change of address to: Torchlight, Better Business Bureau, 211 N. Broadway, Ste. 2060, St. Louis, MO 63102.

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SUPPLIES FOR SUCCESS

A family-owned Accredited Business in west central Illinois is making sure students have what they need for a great education all year long.

Kenny Blentlinger, owner of MWSC School Kits, poses with assembled kits at the company’s Mt. Sterling, Il. warehouse.

Good ethics, like a good education, starts with having the right supplies.

For businesses, BBB Accreditation gives you the supplies you need to show customers you’re an ethical company. And when it comes to education, kids starting a new school year can turn to Midwest Supply Central (MWSC) School Kits to get everything they need to learn.

MWSC School Kits provides pre-made school supply kits – customized by school, grade and classroom – to families and schools in west central Illinois and beyond.

In 2013, Kenny and Kim Blentlinger were struggling to find everything their children needed for school. They were also weary of their kids coming home from fundraisers with items that weren’t useful in the classroom.

The inspiration for MWSC School Kits sparked when they attended a convention in Las Vegas and saw similar ideas playing out in other parts of the country.

4 | BETTER BUSINESS BUREAU

Thus, MWSC School Kits was born with a strong foundation of family ownership and a dedication to making it easier for students and teachers to get high quality supplies.

Families can buy kits for their child directly from MWSC School Kits. The company also partners with districts on supply kit fundraisers. Twenty percent of the proceeds go right back to the schools, who often use the funds for additional supplies for students or teachers.

“I think it’s good that we all give back,” says owner Kenny Blentlinger. “It takes a community to raise a child, and you’ve got to be part of that. You can help the family out and you can help schools at the same time.”

This year, MWSC School Kits expects to distribute around 6,400 kits. In addition to fundraising partnerships with local schools, they donate kits to charitable organizations like their local YMCA. They also encourage individuals or businesses to donate kits to students and teachers, often matching the donations.

As you might expect, late summer is the company’s busy season. In the weeks leading up to the new school year, their Mt. Sterling, Il. warehouse is full to the brim with kits and supplies ready to be packed and sent to students.

However, the hard work doesn’t stop once classes start.

“It’s harder for parents to find stuff mid-year,” Blentlinger explains. “A lot of schools want to do a pre-year kit when they come back after Christmas break so they can have a restock...so it’s become a year-round setup. There’s not really much downtime to it anymore.” The MWSC team also follows up with schools throughout the year to make sure they’re happy with their kits and spends time onboarding new schools to the program.

Even during busy times, Blentlinger emphasizes that customers always come first. The company often delivers kits personally.

“Sometimes it’s a challenge, trying to take care of all the kits, get them out to where they’re needed and taking care of demands if something changes at the last minute, but it makes it interesting. And the bottom line is, if they want to change something, it’s for the better for the teacher or the child,” Blentlinger says.

Blentlinger notes that each teacher is unique in what they need for their classroom, making it necessary to take a personalized approach to each classroom’s kit.

“We try to meet the teacher’s needs, and then we try to make it more feasible for the parents to supply it. It’s convenient for everybody,” he says.

He also notes that BBB Accreditation gives MWSC School Kits’ customers an opportunity to address any complaints in a credible, public way.

“It takes a community to raise a child, and you’ve got to be part of that.”

- Kenny Blentlinger, MWSC School Kits

MWSC School Kits’ ethical approach to business has helped them to grow to serve 46 schools. “We haven’t lost a school yet,” Blentlinger says. “I feel that we’ve grown it well just by being honest people, and straightforward.”

When asked what it means to him to run an ethical business, Blentlinger asks, “Is there any other way it’s supposed to be?”

“It’s the right thing to do...It’s just how I was brought up,” he elaborates. “I think that’s one of the biggest issues we have in this world. Everyone’s ‘want, want, want,’ and no one wants to ‘help, help, help.’” BBB Blentlinger packs a school kit with supplies. MWSC School Kits expects to distribute 6,400 kits for the 2024 school year.

Timeliness is one of the principles Blentlinger says the business is founded on. Customers receive a prompt, friendly response no matter the season. “That’s how I want to be treated. If I have a question [as a customer], I don’t want to wait two days to hear back or get no response at all,” Blentlinger explains.

MWSC School Kits has been BBB Accredited since 2023. BBB Accreditation is a natural fit with the guiding ethical principles Blentlinger uses for his business – timeliness, high quality products, and respect between MWSC School Kits and the customer.

He says BBB Accreditation is a source of validation and transparency for his business, especially when it comes to working with schools who may have had a bad experience with similar companies in the past.

“What I run into talking to schools is that a lot of them are like, ‘You’re too good to be true. You’re giving back to the school, you make it affordable, you use name brand products, you don’t just put cheap stuff in it,’” Blentlinger says. “I felt that being with the BBB is more ethical, more personal and says yes, this is a good business. If someone wanted to check into us, they could go to you guys.”

TORCHLIGHT

FALL 2024 | 5

WHAT’S NEW WITH YOUR BBB

SAVE THE DATE: TORCH AWARDS FOR ETHICS

ACCREDITED BUSINESS WEBINARS

BBB TO OFFER COWORKING SPACE

Mark your calendars for BBB’s Torch Awards for Ethics events in St. Louis and Springfield!

BBB St. Louis’ 2024 webinar series continued with Q3’s event on customer communications.

Need a room for a meeting or a place to work with your team? You can now reserve coworking space at BBB’s St. Louis office!

These events honor organizations and individuals in our communities who meet the highest standard of trust. Lunch will be provided.

St. Louis

Wed., October 16, 2024 11:30 a.m. - 1:00 p.m.

Missouri Athletic Club 405 Washington Ave. St. Louis, Mo. 63102

Springfield

Wed., October 23, 2024 11:30 a.m. - 1:00 p.m.

The Old Glass Place 521 E. St. Louis St. Springfield, Mo. 65806

Attendees received insights from BBB’s research on customer complaints and reviews, heard communication tips from an experienced BBB arbitrator, and learned how industry peers manage customer expectations.

Our webinar series continues in Q4 with the topic of business ethics! As an Accredited Business, you know the value of ethics — we’ll go through some tips for showing that to your customers, employees and stakeholders.

Scan to catch up on our past webinars

Reserve your ticket at BBB.org/stltorch

Accredited Businesses may reserve a room for free once per year, and may make additional reservations for a fee.

Two rooms are available to reserve: A conference center (seats 26) and conference room (seats 8).

We’ll provide WiFi, telephone, light refreshments and parking validation. While you’re here, we’re happy to give you a tour or talk with you about your Accredited Business benefits — just ask!

Contact mcrape@stlouisbbb.org to reserve a room

BBB ANNUAL MEETING OF GENERAL MEMBERSHIP November 4, 2024 • 11:30 a.m. CT • Virtual event Voting proxy will be sent 30 days prior to the meeting.

Please contact cnolte@stlouisbbb.org for more information.

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ABOUT DAWN HARPER NELSON Dawn Harper Nelson is a two-time Olympic track and field medalist who specializes in the 100-meter hurdles. She graduated from East St. Louis High School as a six-time IHSA state champion and went on to run track and field at UCLA, where she earned a bachelor’s degree in psychology and was a seven-time All-American. Harper Nelson trained professionally under coach Bobby Kersee, the husband and coach of fellow Olympian Jackie Joyner Kersee.

BBB GOES FOR THE GOLD We at BBB are overjoyed to announce that Olympic athlete and speaker Dawn Harper Nelson will give the keynote address at this year’s BBB Torch Awards for Ethics event in St. Louis on October 16, 2024.

Scan to watch BBB’s commercial featuring Harper Nelson and reserve your tickets today!

TORCHLIGHT

Her road to the Olympics wasn’t without obstacles – during her sophomore year, she tore her meniscus and PCL, leaving doctors unsure if she’d ever run as fast again.

She was injured again just before the 2008 Beijing Olympic Games, and again in 2010.

Though she had a strong support network, Harper Nelson struggled to find sponsors early in her career and worked three parttime jobs while training. Regardless, she persevered and went on to win the gold medal for the 100-meter hurdles at the 2008 Beijing Olympics and the silver at the 2012 London Olympics.

Harper Nelson draws from her experiences as a professional athlete to motivate others through public speaking. She and her husband, Alonzo Nelson, discuss the ups and downs of marriage, parenthood and athletics on their podcast, The Real Nelsons.

Most recently, she served as a broadcast commentator for NBC during the 2024 Paris Olympic Games.

Commitment is everything – whether you’re training for a world-class sporting event or running a world-class business. We welcome you to join us for Harper Nelson’s address in October and learn what it means to be truly committed to ethics.

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SUPPORTING THE NEXT GENERATION OF ETHICS BBB’s Student of Ethics Award is a business-sponsored award which provides a $2,500 scholarship to high school juniors. Students who receive this award embody ethics through academics, leadership, community service and personal integrity.

BBB interviewed some past sponsors of BBB’s Student of Ethics Award to learn why they chose to support the award. Here’s what Jessica Mungenast, Vice President at The Dave Mungenast Family of Dealerships; John Legens, Regional Manager at Drury Hotels; and Nathanael Toms, CEO of Mr. Electric of Southwest Missouri had to say:

Why did your business choose to sponsor this award in 2023?

Jessica Mungenast: The Better Business Bureau assists in ensuring that companies are taking care of customers, which has always been our way of doing business since the very beginning with my grandpa. He believed that as long as you take care of the customers in front of you, you’ll earn repeat and referral business. When it comes to doing business the moral way and giving customers the type of experience we want them to have, having the support of the BBB is important – so showing support for that is easy, especially when it surrounds a topic as important as ethics.

John Legens: We believe that ethics form the foundation of both a successful business and a healthy society. We recognize the importance of nurturing ethical leaders, and this award provides that opportunity to support students who exemplify these principles. By supporting the Student of Ethics Award, we hope to inspire and encourage not only the recipients, but also their peers. It creates a ripple effect that extends far beyond the award itself.

Sophia Frasher-Goetz and Abigail Seibert, recipients of the 2023 Student of Ethics Award, pose with BBB 2023 Board Chair Katie Statler and BBB President and CEO Michelle Corey.

Nathanael Toms: I have five daughters, and I think of the opportunities that I’ve given them. And in considering the Student of Ethics Award, I thought, how much of an opportunity would it be to touch another child’s life? ... It’s also good when the best of the best push themselves to see if they can achieve it. That’s what I saw out of [last year’s winner] – it was like that full circle of wanting to reward someone and seeing a young lady who could achieve it.

How does fostering ethical behavior impact students in their future education and careers?

JM: I think as a current business professional, it shows students when we prioritize ethical behavior that it’s something that is worth working toward. Hopefully we can lead by example for current students, and throughout time they’ll develop their own moral identities and reasoning.

JL: It provides a solid foundation for decision making and helps them build trust, credibility and honesty. In my opinion, ethical students are more likely to succeed professionally. Integrity is highly valued by employers, especially at Drury Hotels. Instilling these values early prepares students for long-term success, promoting accountability and resilience in their personal and professional lives.

John Legens, Regional Manager at Drury Hotels.

NT: When we have leaders in the student body who are aware of ethics – whether it be just being courteous, showing up on time or speaking the truth – someone else is watching and it’s a ripple effect. It’s like casting a stone in the water. It goes out, but it also comes back to you. I think we miss a lot of that in our culture today. But we need the ethics of respect, honor, care and kindness to each other.

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What role should businesses play in encouraging ethics in their communities?

Left: Team members from The Dave Mungenast Family of Dealerships pose with keynote speaker Susan Kilrain at the 2023 Torch Awards for Ethics in St. Louis. Right: Jessica Mungenast, Vice President at The Dave Mungenast Family of Dealerships.

JM: The type of culture we create is what forms our reputation. And when you support the Student of Ethics Award, that’s showing support for students that are already heading in the same direction as far as moral reasoning and decision making goes.

What we do and how we’re acting in our business is directly impacting our communities, including supporting the students.

JL: Businesses play a crucial role in encouraging ethics in the community by leading with integrity and embedding ethical practices into their daily operations – consistently demonstrating values like honesty, fairness and accountability...

And then also, of course, by recognizing and rewarding ethical behavior both within the company and the community, like this award. These actions not only enhance the company’s reputation, but also contribute to a culture of trust and responsibility that really benefits everyone.

NT: I think a business should portray transparency because that often builds trust. It’s ethical to do your very best, to stand up for each other and care for one another. If you have the basis of trust, any conflicts after that – which there will be – will be followed by kindness and respect. It’s very vital that ethics starts young, in business, in the business owner, and in students and children...My daughters will have to make a business decision one day in their lives. I’m hoping they make it based on examples that I have left for them.

Any final thoughts about the award you’d like to share?

JM: Looking back at it, I like that the award brought in community involvement. That made it even more special to me, especially, but also our family, because our dealership family has always been very committed to community involvement. So, for this award to be based around the student having this strength and commitment means a lot to us.

JL: I think the sponsorship contributes to the promotion of ethical values in the community, but it also reinforces our commitment to these principles within our company. It’s always rewarding when you can help a young person who’s coming up – we’ve all seen ourselves there. I think the experience reaffirms our belief in the importance of investing in the next generation.

NT: You’re affecting another generation. In some of their toughest challenges, they’re going to remember this experience – the handshake from this person, or a compliment from that person. We might pass it off as just a lunch, but it can make a huge difference for a student. You’re digging a well for them to draw from later. I’m glad that BBB has that for students and that we can facilitate and promote it. BBB

Thank you to all of our 2023 Student of Ethics Sponsors!

Caleres • The Dave Mungenast Family of Dealerships • Drury Hotels • Nestlé Purina PetCare • Mr. Electric of Southwest Missouri TORCHLIGHT

Nathanael Toms, CEO of Mr. Electric of Southwest Mo., poses with Emma Tobey, recipient of the 2023 Student of Ethics Award.

BECOME A SPONSOR Scan to learn more about Student of Ethics and Torch Awards for Ethics sponsorships in your region.

St. Louis

Springfield

FALL 2024 | 9

YOUR BBB IN THE COMMUNITY Email outreach@stlouisbbb.org to schedule a presentation for your organization

Left, above: Springfield, Mo.-region Accredited Businesses and BBB Springfield Regional Director Pamela Hernandez attend BBB’s Coffee Connections networking event at Neighbor’s Mill Bakery & Café on August 8.

Left: BBB Columbia Regional Director Khesha Duncan presents to the Rocheport Rotary Club on July 9. Above: Duncan and colleagues record BBB Insider, a Mediacom program that brings consumer buying tips to nine states.

Left: BBB Cape Girardeau partners with The Bank of Missouri and ABC Today to show appreciation for teachers at Cape Central High School with snacks and drinks.

Right: BBB Cape Girardeau Regional Director Sydney Waters is one of four speakers invited to share scam prevention advice at The Best Years Active Living Expo.

10 | BETTER BUSINESS BUREAU

Above: BBB team members Bonnie Parks, Sean Haire and Ruby Ayala attend the Hispanic Chamber of Commerce of Metro St. Louis’ 2024 Adelante Awards on August 23.

BUSINESS INSIGHTS: POLLS Your support as an Accredited Business allows us to conduct research that helps businesses and consumers work together.

Customers in our region weighed in on our latest polls to tell us what they’re looking for in a business.

CUSTOMERS WANT A QUICK RESPONSE OR FULL REFUND We asked consumers: When you have continued to use a business after having a problem, what influenced your decision? Select all that apply.

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Over half of respondents said it was important for a business to correct the problem quickly Older respondents were less likely to give a business a second chance after a problem

RESPONSIBLE ACCREDITED BUSINESSES WITH GOOD REVIEWS SEEN AS MOST ETHICAL We asked consumers: What business practices help you identify a business with high ethics? Select all that apply.

KEY TAKEAWAYS •

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TORCHLIGHT

56% of respondents said BBB Accreditation shows a business has high ethics Younger respondents told BBB they care more about ethical sourcing, social responsibility, environmental practices and transparency

FALL 2024 | 11

Better Business Bureau Serving Eastern & Southwest Missouri & Southern Illinois 211 N. Broadway, Suite 2060 St. Louis, MO 63102

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