Torchlight - Spring 2024

TORCHLIGHT BBB® | Spring 2024

The key to customer communication pg 4

Board members share why trust matters pg 8

What’s new with your BBB pg 10

How customers prefer to reach businesses pg 11

Ben Lynch Ameren Missouri

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

IF WE AT THE BETTER BUSINESS BUREAU WERE TO PLAY A GAME OF “FAMILY FEUD”... ...and ask consumers to “name their biggest complaint when dealing with businesses,” it’s a safe bet that “communication problems” would be on top of the big board.

Thousands of consumers each year – either in complaints or customer reviews – report to the Better Business Bureau that they were not satisfied with how the business communicated with them when they had a problem.

When something goes wrong with a product or service, the customer expects their problem to be addressed quickly. The best businesses have a plan in place when things go wrong. They value that customer and want to do everything possible to make them feel as if their problem will be handled immediately.

In this issue of Torchlight, you’ll learn how businesses can effectively communicate with their customers and work things out smoothly when something goes wrong.

We recently analyzed some data for complaints and customer reviews that we received between July 2020 and July 2023. Our study included nearly 45,000 complaints and customer reviews over that time period.

Communication errors were – by far – the most common reason for consumers to submit a negative customer review or complaint.

Our data showed that more than three quarters of negative customer reviews – 77 percent – and nine out of 10 complaints were centered around communication issues. Delays were the second most referenced issue, appearing in 70 percent of negative reviews and 76 percent of complaints.

If you want to learn more, be sure to attend our upcoming webinar on how BBB data can help you manage customer expectations – more details to come.

As an Accredited Business, you have easy access to a number of things that can help you take care of disgruntled customers.

Your BBB distributes a weekly email newsletter for Accredited Businesses, which features information geared toward business managers and owners. We are in the process of organizing webinars, which we hope to host on a quarterly basis, that will focus on many issues, including how to keep your customers satisfied. We are also working on some e-learning opportunities that will assist our Accredited Businesses and Accredited Charities.

One of the eight BBB Standards for Trust is “Be Proactive.” When you signed on to become Accredited with BBB, one of the things you agreed to was to “address marketplace disputes, quickly, professionally and in good faith.” Failure to make a good-faith effort to resolve a dispute could jeopardize your Accreditation.

SCHEDULE A PRESENTATION BY YOUR BBB BBB outreach can help get valuable information on marketplace trust to local organizations, free of charge.

Contact us at outreach@stlouisbbb.org to schedule an in-person or virtual presentation for your group.

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It is rare when an Accredited Business fails to respond to a complaint and loses its Accreditation, but it does happen. Please, don’t be one of those rare instances and make sure you respond whenever you receive a complaint. Your position is important.

Remember that the consumer’s complaint and your response to it are posted publicly on your BBB Business Profile. The same goes for any customer reviews you receive. Those reviews can be positive, negative or neutral. BBB gives all businesses the opportunity to respond to customer reviews before they are posted to your Business Profile.

It is also vital to respond to your customer reviews as well. Potential customers will look at your Business Profile and see how you responded to reviews, positive or negative, especially those that might be critical of your business. That potential customer very well could make their buying decision based on what they discover on your BBB Business Profile.

We have unique data on what consumers in your industry are looking for. Across all industries, consumers are searching for good communications and prompt service. Our data shows that Accredited Businesses are staying in touch with their customers and providing the service consumers desire. This leads to loyal customers and trusting relationships.

You may have noticed some of Better Business Bureau’s new marketing efforts, which revolve around “The Sign of a Better Business℠.”

Board of Directors Carolyn Beard

Ted Liebig

Callier & Thompson

TREND Manufacturing Co.

Kitchen Bath Appliance Blake Birner Renewal by Andersen Don Brown Don Brown Chevrolet Angela Courtwright More for Less Remodeling Terri DeMent Nestlé Purina Jill Falk Schnuck Markets Joe Fisher DH Pace Company, Inc. Holly Francois Maritz Tom Gershman Gershman Mortgage Seth Goldkamp Design Aire Heating & Cooling Barry Grant Gonzalez Companies Katie Hopkins Truck Centers, Inc. Greg Kendall

That BBB Seal which you can display on your front door, website, social media, invoices, business cards or company vehicles tells consumers that your business is a “better business.”

Commerce Bank

We thank you for being part of our effort to advance marketplace trust.

* Chairman of the Board

John Legens Drury Hotels

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

** Immediate Past Chair *** AAF St. Louis **** 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

Michelle L. Corey President & CEO, CAE

Hannah Kloppenburg, Editor Email: hkloppenburg@stlouisbbb.org Cover photo by Carla Smith 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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KEEPING IT CUSTOMER-FIRST Ben Lynch, Director of Distribution Operating at Ameren Missouri, in Ameren’s Emergency Operating Center (EOC). From this room, EOC personnel track severe weather, coordinate preparation efforts and direct power restoration during outages.

Consumers tell BBB that good communication matters to them. Experts say a customer-first mindset can help make it happen.

When the power goes out, there’s no downtime for the Ameren team. They’ve already spent hours planning when, where and how they’ll respond – all with the goal of restoring their customers’ service as quickly as possible.

Ben Lynch, Director of Distribution Operating at Ameren Missouri, works with a team who operates Ameren’s electric grid 24/7. This team’s service to millions of customers necessitates quick, thoughtful and frequent communication, especially during outages.

As a utility provider, Ameren has had to uniquely adapt to its customers’ changing communication needs – but customer communication is a skill every business should practice regardless of industry.

BBB St. Louis recently conducted an analysis of three years’ worth of customer complaints and negative reviews about businesses in our service area. Customers overwhelmingly cited communication issues as their top reason for leaving a negative review or complaint – they were mentioned in 77% of negative reviews and 90% of complaints.

“Most complaints have their origin in miscommunication that gets escalated,” says Dr. James Fisher, Professor of Marketing at Saint Louis University (SLU). Fisher collaborated with BBB St. Louis on past analysis of consumer complaints spanning roughly

4 | BETTER BUSINESS BUREAU

15 years. He says the recent findings are largely consistent with his past work.

“We know from our research that minor issues can be escalated very quickly when you throw the gasoline on communication.

Non-responsive or inadequate behavior can translate to taking advantage of customers or not being honest or fair,” he explains.

A national-scale analysis by the International Association of BBBs (IABBB) research team also aligns with the trends BBB St. Louis observed. The IABBB research team analyzed positive and negative business reviews to create the “Five Dimensions That Matter for Customer Experience,” which Dr. Rubens Pessanha, Senior Director of Research at IABBB, explains are driven by a set of values called the “Five Gestures of Trust” (see below).

5 Dimensions That Matter for Customer Experience: • • • • •

Performance Communication Money Time Emotion

5 Gestures of Trust: • • • • •

Be Honest Be Transparent Be Proactive Be Humble Be Equitable

They found that negative reviews often result from an issue with one or more of the Five Dimensions, including Communication.

It’s clear that communication issues are at the root of many negative customer experiences. So, what can you do to make sure you’re communicating well with customers?

Lynch advises that all businesses start with a customer-first mindset. For Ameren, this mindset drives every decision – including when and how they communicate with customers.

“Make sure every employee within your team is focused on customer-first,” Lynch says.

With the customer top of mind, here are more best practices to aim for:

Meet customers where they’re at Customer expectations for where, when and how they can communicate with businesses have changed as the internet has broadened opportunities for connection.

“We realize our customers use a lot of different technology every day,” Lynch says. He explains that in the past, most Ameren customers wanted to communicate by phone. Now, many customers prefer to self-serve by finding information in an app or online portal – so Ameren has multiple options for them.

Communication options can also depend on context. Ameren adjusts its approach during outages and weather events.

“On what we call a ‘blue sky day’ or a non-outage day, some customers are just paying their bill and there’s not a lot of interaction. When we do get an outage or major storm event, that could be the first time some of those customers are trying to contact us and get updates. At that point communication is so crucial,” says Lynch. In response, Ameren’s call center is staffed to handle higher volumes, and the outage map on Ameren’s website provides up-to-date information on the cause of an outage and Estimated Safe Restoration Time (ESRT).

Providing multiple avenues for customers to communicate based on their needs and the situation at hand helps build trust from the get-go.

Be responsive Customers’ expectations for response time are also changing.

Fisher explains that consumers are becoming accustomed to faster delivery and response times as customer service technology evolves.

BBB frequently receives complaints about businesses that did not respond to customers or Dr. James Fisher, Professor of Marketing at SLU. took too long to resolve an issue.

BBB’s research found that delays were the second most common reason to submit a negative review or complaint – mentioned in 70% of negative reviews and 76% of complaints.

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The IABBB research team’s analysis emphasizes that Time, one of the Five Dimensions, can significantly impact the success of customer interactions. “If something is wrong or you need something, you need it quickly. It’s a higher priority than relationships or people that make you feel good,” says Pessanha.

With that in mind, a prompt response shows respect for the customer’s time, meets their needs and helps prevent a tense situation from escalating. “We’re always thinking about what we can do to resolve issues as quickly as possible,” says Lynch.

Be empathetic Communication has a strong emotional component, even in a business setting.

Businesses often take great pride in their work. Consumers can be, understandably, emotional about their money and time.

As a result, some conversations can become contentious when both parties try to express those emotions. When this happens, businesses can practice returning to their customer-first mindset.

“To communicate well, you need to have an empathy instinct and ability to see the problem through the point of view of the customer,” Fisher says. “[Service providers] might get down into the weeds of how it looks from their perspective. That can come off as From top to bottom, the making excuses or confuse the consum- IABBB research team: Dr. Rubens Pessanha; Eli er. The consumer often expects to get back to the problem that they’re trying to Johnson; Matt Scandale; solve.” For that reason, Fisher says, many Ryan Hessling. businesses now train their staff to acknowledge and apologize for the problem rather than explain it.

Pessanha draws back to the IABBB research team’s Five Gestures of Trust, explaining that “Be Humble” and “Be Equitable” can guide businesses through an emotional conversation or conflict. “Humble means I can be wrong. Equitable means I give you power to say it,” he says.

For Ameren, empathy is a natural part of their customer-first approach. “We realize every customer is unique,” Lynch says.

“We need to make sure we’re available to listen to them, to understand their concern and to find a timely resolution to their complaints.”

Businesses must walk a tight, but necessary, line to acknowledge and empathize with the customer’s emotions while also being mindful of their own.

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Be transparent and set expectations Communication problems can arise when a business isn’t transparent about an issue or fails to set realistic expectations, leaving customers disappointed. But what happens when a problem isn’t 100% within your business’ control?

The Ameren team handles this challenge frequently as they communicate to frustrated or worried customers during outages.

Lynch says that the key is being clear on the steps they’re taking to resolve the issue and communicating a realistic timeline.

Ameren works closely with local news stations to mitigate concerns and communicate transparently about outages.

“We show customers that we’re being proactive and watching the weather...and then we make plans to move manpower and material to those locations as quickly as possible,” Lynch says.

“We have a customer-first mindset...what that means is we put the customer at the center of everything we do.” - Ben Lynch, Ameren MO Once a storm does hit, Lynch and his team focus on assessing the damage and getting that information to the Ameren outage map to set expectations for service restoration.

Transparency and expectation setting isn’t just for crisis situations, though. Ameren uses social media, its impact reports and other outlets to show customers that it invests in community initiatives and new technologies that keep service reliable – commitments that will directly impact customers’ lives. Being transparent during non-critical moments builds trust, which helps make those critical moments run more smoothly.

APPLICATIONS NOW OPEN! 2024 BBB TORCH AWARDS FOR ETHICS Your business could be a winner!

BBB’s Torch Awards for Ethics recognize leaders in ethical business practices and service.

Scan the QR code to apply by May 24, 2024.

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The IABBB research team notes that for many industries, being transparent involves educating the customer. Mechanics, for example, often explain vehicle issues to non-savvy customers.

Pessanha says that not judging while you educate – returning to “Be Humble” – is crucial to help customers trust that you’re acting in their best interest. “Businesses know more than we do when we’re buying, and they can help us learn, maintain, save money – and that helps build trust,” he says.

In short, transparency and expectation setting will help you navigate difficult situations without losing your customers’ trust.

Good communication, better business Communication isn’t always easy. But good customer communication comes down to your values.

Putting effort toward improving communication is what an ethical business would do, and it aligns with the Standards for Trust you pledged to uphold when you became BBB Accredited.

“Values drive how both businesses and customers act,” Pessanha says. “And it’s because of values that people choose to become BBB Accredited. It shows you are transparent, are willing to let an independent organization be your ethical partner and that you don’t mind being vulnerable in that way.”

As for Ameren, they plan to continue sticking to the customer-first values that have kept them in service for over 100 years – and that have kept them BBB Accredited for nearly 67 years.

“We take great pride in BBB Accreditation,” Lynch says. “It stands for added value for our customers. It further validates that we’re serving our customers in a responsible manner.” BBB

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We asked Accredited Businesses:

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HOW DO YOU ENSURE GOOD CUSTOMER COMMUNICATION?

“We have an initial “Welcome Call” once the sale is made to ensure the customer has a good understanding of their purchase before we proceed. We also call, text, and email (all three or the customer’s preference) whenever there is a status change in their project. If there is no change, they will get a call from us no less than every two weeks to check in and see if there is anything they need from us while we wait for the next status change.” - Desiree Newton, Social Media Coordinator –

That Solar Company LLC

“We keep transparency as our customers call. We tell our customers exactly what we are doing and why we are doing it. It’s an informal education so they feel more at ease. We provide the best quality available and make sure the customer is totally satisfied with the work provided.” - Kim Wischmeyer, Owner –

K R Wischmeyer Electric, LLC

“At Helitech, we prioritize smooth and effective communication with the families that trust us with their homes. We provide many resources available on our social media pages and our website that ensure customers can easily connect with us. At each stage of a project, our local team offers detailed explanations of the work and captures notes in a central system for a seamless transition between our internal team members. We actively seek and welcome feedback, utilizing it to enhance our communication strategies. Helitech is devoted to open and responsive communication which is vital for any business to succeed.”

- Brett Campbell, Executive Vice President – Helitech Waterproofing & Foundation Repair

“We strive for quick response time by phone or email.”

- Mr. Appliance of Mid-America “Keeping our office staff and technicians on the same page with regular meetings discussing changes and questions is the first step in clear communication with our customers. In the office, we strive for quick response time by phone or email with clear statements of policies and procedures. We offer text reminders the night before and when the technician is headed to their home to ensure our customers are fully informed of their appointment. In home, our technicians clearly and fully explain throughout the appointment about what is happening with their appliance and what is required to repair the unit. This is then noted in the invoice that the customers receive; allowing the customer to revisit the comments from their appointment.”

- Chad Grubofski, Owner – Mr. Appliance of Mid-America

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“We have open communication. However the customer wants to communicate is up to them.

We offer phone call, text, also email.”

- Christina Childs, Owner – Black Knight Automotive LLC

“We actively listen to customer feedback, using it to improve our services and communication strategies.”

- First Choice Electric

“Our business prioritizes clear and consistent communication with our customers through various channels, including email, phone and social media, ensuring accessibility and responsiveness. We actively listen to customer feedback, using it to improve our services and communication strategies. Regular updates on project progress, transparent discussions about services and costs, and follow-ups post-service are standard practices. We also leverage customer relationship management tools to maintain detailed records of customer interactions, enabling us to provide tailored and informed responses. Our commitment to effective communication is central to building trust and long-term relationships with our customers.“ - Jessie

Walter, Customer Service Director – First Choice Electric

“Here at Extreme Electrical we recognize that effective communication is essential for guaranteeing satisfied customers. Our customers are unique and diverse, so we recognize the need to match that. We have best met these communication preferences successfully by using emails, texts, phone calls, video conferences and in-person appointments. Our team is extremely responsive and accessible so customers can address questions all along the way.

Once a job has been completed, we take the time to follow-up with our customers! Feedback is a huge part of how we learn, grow and connect, so this final step is one of our favorites!”

- Caleb Hunter, Owner – Extreme Electrical Contractors, LLC

“It is our practice to spend a lot of time with our customers before the service. We ask what is important and what is their major concern. It could be a scratch, a stain, a paint chip, etc. Also, we discovered that sending photos/videos of the various steps of the work in progress makes them feel a part of the process.

For pickup we do a thorough walk around and point out specific results or problems with a bright flashlight. Finally, we always send a link to our Google review page. 145 five-star ratings in 3 years!” - Jim Winkelman, Manager – Frontenac Detailing

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Mary Schwartz Westerhold, Vice President – Madison Communications

TAKING THE EXTRA STEP BBB St. Louis’ newest Board members share why they chose to devote their time and effort to marketplace trust.

Why she decided to join the Board: “[Madison Communications has] been BBB Accredited for a number of years, and in 2020 we were awarded a BBB TORCH Award for Ethics. That caused me to do more research on all the things BBB does...As I researched more, I became very intrigued about the mission. Understanding and supporting the BBB’s mission is exactly what we try to do here at Madison. It felt like there was a good synergy tied to that. As I’ve gotten to know some of the Board members, I believe that everybody is trying to further the goals and the beliefs of the BBB. In today’s world it can get divisive, and I appreciate that there are so many businesses that want to do the right thing.”

How she hopes to contribute to BBB’s mission: “If businesses aren’t aware of the BBB or what it truly stands for and all the initiatives, I want to be able to expand that. For example, I’m working with Michelle [Corey] to set up a BBB presentation next month with the Edwardsville Rotary Club. In my industry, there are different types of technical certifications but there aren’t a lot of general business certifications.

Since we’ve become a BBB Accredited Business, I’ve worked on introducing BBB to my industry segment.

One other area I’m passionate about is a high school program called Creating Entreprenurial Opportunities (CEO). It’s working with high school seniors who are interested in creating their own business...so BBB’s Student of Ethics Award represents another synergy for me personally. It’s very refreshing to see recognition for students who are doing the right thing – that’s a core principle that the BBB is built on.”

Why she thinks BBB Accreditation is valuable: “The number one thing BBB Accreditation provides for us is an immediate trust with our customer base, primarily for new customers searching for services.

Once they become a customer, it’s our job to make sure they stay satisfied. Because of BBB’s reputation and continued effort to do the right thing and keep their integrity and platform, we give immediate recognition to businesses that are BBB Accredited in a very competitive marketplace. Everyone’s industry is very competitive, and it provides a tool to help any business in any industry. I think that’s very beneficial.

In being rated by BBB and Accredited, I appreciate that I am upholding that same standard as my peers that have the same rating, and that there’s integrity in that rating.”

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Ted Liebig, President – StoneTrends

John Legens, Regional Manager – Drury Hotels

Why he decided to join the Board: “I was pretty flattered at the opportunity to join the Board. [StoneTrends is] a 2012 TORCH Award for Ethics winner, and I have always had a lot of respect for the BBB. I think it’s held in high regard, primarily because BBB Accreditation and performance is based on merit, as opposed to other forums where you can buy credibility. So that meant a lot – the fact that it’s a nationally known and credible organization. Being on the Board is also an opportunity to network with other business owners, to share best practices and get exposure to other business owners’ viewpoints. I think there’s value in that.”

Why he decided to join the Board: “I’ve worked for Drury Hotels for 18 years, and Drury is a big part of the St. Louis community. We believe in the importance of transparency, integrity and accountability in the business world. BBB’s values align with our values and principles, so it seemed like a really good fit when the opportunity came. Personally, I also wanted to find a way to give back to the St Louis community and ensure they’re aware of local companies’ positive and negative reviews. I think people in our city have the right to know how businesses are performing. I look forward to how I can make a positive impact in this environment.”

How he hopes to contribute to BBB’s mission: “In our industry there are a lot of people that do what we do who don’t adhere to high standards. We’re countertop fabricators, and some people don’t always act in the best interest of their employees. They still use fabrication methods that are outdated, and they don’t respond to customer complaints.

I don’t think that necessarily represents the industry very well. I would like the opportunity to help make sure that companies live up to certain standards.”

Why he thinks BBB Accreditation is valuable: “Consumers nowadays look at reviews and referrals from friends and family to determine who they’re going to do business with, but people also refer to BBB to find out if a business is reputable before they decide to contract with them. Being an Accredited Business with an A+ rating and positive reviews does carry weight and is meaningful to a lot of potential customers. We want to maintain our Accreditation and good standing with the BBB.”

Meghan McClure, Manager, Assurance Services – RubinBrown Why she decided to join the Board: “Throughout my time at RubinBrown as an auditor, I’ve had the privilege of working with some amazing notfor-profit organizations. As my career has advanced, I’ve wanted to expand my involvement in the community on a more personal level. Joining BBB’s Board of Directors seemed like the logical next step for me, so I jumped at the opportunity. While I’ve attended numerous Board meetings in the past, I’m excited to participate from a whole new perspective as a Board member.”

How she hopes to contribute to BBB’s mission: “BBB’s mission to further marketplace trust aligns with the principles that govern the public accounting profession and guide my interactions with clients on a daily basis. My experience working with not-for-profit clients has given me insights into various challenges and opportunities that organizations face. I look forward to working with fellow Board members and management to continue advancing BBB’s mission.”

Why she thinks BBB Accreditation is valuable: “BBB Accreditation is like a badge of honor for businesses. When clients or potential clients see RubinBrown’s BBB stamp of approval, they know they’re dealing with a company that’s committed to honesty and transparency. Being BBB Accredited also ties perfectly into one of RubinBrown’s core values of objectivity and integrity. It helps to solidify that we’re not just talking the talk, but we’re walking it too. BBB Accreditation gives our clients and potential clients peace of mind, and of course it can also help us stand apart in the competitive accounting and consulting fields.”

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How he hopes to contribute to BBB’s mission: “I look forward to actively engaging with other Board members to develop initiatives that promote ethical conduct. I can share insights, experiences and best practices specifically from the hospitality industry to help build a business environment where trust is paramount. I personally aim to contribute to that promotion of fair and honest business practices. The other Board members and I can ensure we’re providing a safe environment in the St. Louis market and across Missouri and Illinois.”

Why he thinks BBB Accreditation is valuable: “For Drury, people travelling to St. Louis and to all the areas that we support rely on unbiased reviews [to choose lodging]. BBB Accreditation is that stamp of approval for people unfamiliar with our brand. It provides an independent, third-party validation of our business practices, which helps instill confidence and trust...it signals to our customers that we adhere to the highest standards of integrity. For smaller businesses specifically, it helps those who want to learn how to grow their business and better serve their customers.” BBB

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WHAT’S NEW WITH YOUR BBB COFFEE CONNECTIONS

BBB Springfield holds a regular Coffee Connections event for BBB Accredited Businesses to network and enjoy great brews. Big Momma’s Coffee & Espresso Bar graciously hosted February’s event!

NEW REGIONAL ADVISORY BOARD MEMBERS

BBB BUSINESS LEARNING: COURSES AND WEBINARS

Congrats and welcome to BBB’s new 2024 regional Advisory Board members! We appreciate these business leaders for giving their time and effort for marketplace trust, and look forward to working with them this year.

Your BBB is working hard to provide you with professional development and learning opportunities.

Cape Girardeau: • Greg Vaughn, Media Leaf LLC • Megan Steimle, Capetown • Kelsie Hand, Curt’s Classics • Jacob Long, Jackson Solar LLC Columbia: • Brett Billington, Schaefer Autobody Centers Quincy: • Andrew Smith, Smith Brothers Powersports • Laura Sievert, Arts Quincy Springfield: • Kevin Baker, Club Z In-Home Tutoring • Christina Craig, Craig Automotive Services

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BBB LEARNING COURSES

NO-COST WEBINARS

BBB’s Learning Hub has courses, certifications and resources featuring a built-in ethics curriculum and exclusive discounts just for Accredited Businesses.

BBB will hold free, exclusive webinars for Accredited Businesses during 2024.

Keep an eye on your inbox for registration information!

Visit BBB.org/learning Use discount code BBBSTLOUIS30

Q1: AI for Businesses Q2: Top Customer Complaints Q3: Customer Communication Q4: Business Ethics

We thank BBB Accredited Businesses for partnering with us to advance marketplace trust. To better serve businesses and consumers, the BBB St. Louis Board of Directors approved a fees increase for 2024. This increase took effect with invoices due in January 2024.

KNOW A STAR STUDENT? 2024 BBB STUDENT OF ETHICS AWARDS Each year, BBB recognizes students who personify high ethics with a $2,500 scholarship.

High school juniors graduating in Spring 2025 can scan the QR code to apply by May 3, 2024.

BBB POLLS: CUSTOMER COMMUNICATION One of the many ways BBB St. Louis puts your Accreditation dollars to work is by polling businesses and consumers in our service area on marketplace issues that matter.

Most consumers polled prefer to communicate by phone with a live person when they have an issue We asked consumers: If you have a problem with a product or service, how would you prefer to communicate with the business?

February 2024, 483 respondents

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

Search Engine Marketing

When customers search, help them find YOU. Special service for eligible BBB Accredited Businesses: Auto Body Auto Repair Carpet Cleaning Carpet Store Concrete & Asphalt Deck Builders Electrical Contractors Gutters Home Builders Home Health Care HVAC Landscapers Mason Painting

Pest Control Plumbing Power Washing Property Management Remodeling Roofers Siding Tax Services Waterproofing Windows & Doors

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You worked hard to earn your BBB Seal.

Make sure it’s working as hard as it can for you.

SIGN UP TODAY! For more information, contact Glenn Hoyt | Phone 314-584-6747 | Email ghoyt@stlouisbbb.org